Complaints

This profile includes complaints for Coolray Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Coolray Heating & Air Conditioning

  1787 Williams Dr Marietta, GA 30066

  
• 

  Coolray Heating & Air Conditioning

  1595 Commercial Ct Jonesboro, GA 30238-6592

  
• 

  Coolray Heating & Air Conditioning

  1645 Williams Dr Marietta, GA 30066-6208

  
• 

  Coolray Heating & Air Conditioning

  1400 Northbrook Pkwy STE 380 Suwanee, GA 30024-7232

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On September 13, 2023, I engaged the services of Coolray Heating for a routine **** diagnostic check, which was initially recommended by a ********** representative. Despite my **** system functioning perfectly, Coolray insisted on inspecting it due to the age of the units. This visit resulted in a series of unfortunate events that have caused significant inconvenience, financial burden, and distress.During the technician's visit, he made unsubstantiated and alarming predictions about the imminent failure of my **** system, which was in good working condition prior to his arrival. He recommended replacing a functioning manual thermostat with an expensive upgrade, an unnecessary expense. Shockingly, upon the technician's departure, my **** system ceased to function entirely. Both the heating and air conditioning systems stopped working, leaving my family without climate control in our home.After weeks of attempting to resolve the matter directly with Coolray Heating, we were met with resistance and delays. It wasn't until October 18, 2023, that a Coolray supervisor visited our home. During this visit, I witnessed the supervisor manipulate the unit's main board, which led to the restoration of the **** system's functionality. Shortly after, the outdoor AC unit, which had been non-operational since the initial technician's visit, experienced a catastrophic failure, resulting in the need for its replacement.Because of the negligence of Coolray Heating's technicians, I was forced to replace the entire **** system at a cost exceeding $8000, a substantial and unexpected expense. Despite their acknowledgment of fault by offering to replace the thermostat and **** units during a subsequent conversation on October 24, 2023, they rescinded the offer and hung up upon hearing our intent to pursue legal action.

  

  Business Response

  Date: 02/05/2024

  After careful review of the account, ********************** has gathered the following information. On 9/13/2023 a tune up was performed at the property. Following, on 9/16/2023, a Coolray technician returned at no charge due to the equipment ceasing operation. On this date, the technician diagnosed the 22 year old equipment, informing the customer that the integrity and age of equipment was concerning. As a resolution, the customer was quoted $312 to replace the obsolete mercury thermostats to continue operation although that could not guarantee operation for an extended amount of time. The work was performed leaving equipment operational for 32 days. On 10/18/2023 a supervisor was scheduled for a return visit at no charge. The Coolray supervisor inspected the defective condensate pump which proceeded to operate after a slight shake, followed by the equipment's control board inspection, and, upon request, the inspection of the outdoor system. The compressor failed mid-inspection due to the unpredictability of the equipment at 22 years old. For the unfortunate situation presented the customer, ********************** removed any balance due for the thermostat replacements therefore not paying for any work already performed. Per the phone call on 10/23/2023, estimate for repairs were offered along with a complimentary quote for replacement to which all were denied and met with intent for legal action. When an additional visit was attempted to be scheduled the equipment had already been replaced by the homeowner, impeding any further evaluation needed. Coolray respectfully declines any responsibility for the failure of the equipment. 
  
  

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We set an appointment for our unit to be repaired. The technician told me that the unit repairs would be over $2000 and not worth it. THEY CHARGED ME $90 to do nothing for me and then scheduled for a salesman to come and try to sell me a $11000 replacement. I felt exposed after having to give the salesman all of my personal information for a credit check that was completely unnecessary.The next day a tech from a different company came and repaired my furnace in 30 minutes and only charged $275.Coolray is a scam. I wish i could give them a 0.

  

  Business Response

  Date: 02/02/2024

  I have reached out to this customer, leaving several voicemails and text messages with no response. Under Coolrays policy a $79 service fee is incurred as a trip charge to have the technician dispatched to the property. This service fee is a non-refundable charge that is agreed to be waived upon approval of any repairs and made aware to the each customer upon scheduling with our company. At the property, ************** found the unit to be 11 years old and in poor condition per the photos attached. After inspection, repairs were recommended for system restoration. These recommendations included an ignitor replacement, a control board replacement, cleaning of the impacted blower wheel, and repairs to the deteriorating duct board. Also offered was a Comfort Consultant to provide a free estimate at the following, separate appointment to replace the aged equipment to which the customer accepted. All recommendations are of professional opinion and are not required to be pursued.

• Initial Complaint

  Date:01/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coolray was called out to the house to do a free inspection on the unit as I was told it needed a *** (Thermal expansion valve) The first tech came out on 1/15/24, but he was a plumber and not HVAC, the second tech came out on 1/18/24 The techs name was ***********************. He inspected the system and checked the pressure, and told me that it was low on freon, we went back out to check the gauges while getting the freon on the pressure was no longer low, but high. The tech said that was strange and that maybe it was a ***. He told me he found what the problem was and said it was a stopped evaporator coil on the indoor unit. He quoted me $1390 to "clean" it. Said that it could not be sprayed off like normal and had to be cut out of the system to be cleaned properly. Unheard of. He then told be could give me a better deal on cleaning and drop the price to $1000, but was also trying to sell me the ** system so the blower could also be cleaned. The total cost would have been $3600. He was trying to sell the ** system so that it was over $2500 and could be financed. Im lucky that I was denied and not scammed by this company. However, now my credit has dropped due to a hard credit inquiry and im out $79. Im glad that number is low. If this is how they conduct business they should be ashamed and I feel for the people that actually have paid this amount for "service" to be performed. Needless to say that the coil on my unit is spotless and so is the blower. The tech was just trying to make some commission from selling me something I did not need. He also quoted the *** replacement at $1900 which the national avg is $400 for replacement.

  

  Business Response

  Date: 02/14/2024

  The customer in question is *** Springfield. Job #*********.************************* was dispatched to this call after another company had diagnosed a faulty ***. He did not find the *** malfunctioning. He found that the evaporator coil was badly clogged with dirt and debris (has pictures on the call to support findings). Quoted repairs and customer could not afford to pay that amount. Tech also quoted IAQ while onsite. IAQ and repairs combined got the total ticket price above the minimum limit for using the Service Finance option. Customer was not approved for financing at that time. Tech collected our standard service fee (which was not waived at time of booking) and closed out the job. ******** stated that they wanted the work performed and that they would get their own financing and call back. we have no record of the customer calling into the office complaining of their experience.  All notes,estimates, and pictures are logged into Service Titan.

  Customer Answer

  Date: 02/14/2024

   
  Complaint: 21172793
  
  I am rejecting this response because: I called my normal AC guy who came and replaced the faulty TXV that was faulty and stopped up. *********** also went ahead and cleaned the evap coil inside and outside for free that was not stopped up.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 02/27/2024

  The customer in question is *** Springfield. Job #*********. ************************* was dispatched to this call after another company had diagnosed a faulty ***. He did not find the *** malfunctioning. He found that the evaporator coil was badly clogged with dirt and debris (has pictures on the call to support findings). Quoted repairs and customer could not afford to pay that amount. Tech also quoted IAQ while onsite. IAQ and repairs combined got the total ticket price above the minimum limit for using the Service Finance option. Customer was not approved for financing at that time. Tech collected our standard service fee (which was not waived at time of booking) and closed out the job. ******** stated that they wanted the work performed and that they would get their own financing and call back. we have no record of the customer calling into the office complaining of their experience.  All notes, estimates, and pictures are logged into Service Titan.

  Customer Answer

  Date: 02/27/2024

   
  Complaint: 21172793
  
  I am rejecting this response because: My normal Hvac replaced TXV which was faulty. It was also done at a fraction of Cool Rays price. Not only that, but the evap coil was not dirty see attached pics, however my hvac man went ahead cleaned inside and outside evaps for free.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:01/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  What the heck is going on? A total scam - alert senior citizens. Coolray Heating, Cooling, **********************Georgia. I am having a granite countertop installed and only need a basic disconnect of kitchen sink plumbing. About three years ago, I had a granite countertop installed at another address and the flat fee for that service was $300.00. This guy comes out stated, "everything is new, with a basic disconnect of kitchen sink," and there is no other plumbing involved. This job is not complicated!!! I am a retired *********** Broker, and my "eyes were crossed" when the tech gave me a $1,100 estimate to disconnect plumbing -- almost more than the granite countertop installation. Unbelievable!!!! A scam, to say the least. Horrible company.

  

  Business Response

  Date: 01/19/2024

  Good morning, this complaint was filed in the Georgia BBB, this customer lives in ******* and should be file in the Alabama BBB. 

   

  Thank you.

• Initial Complaint

  Date:01/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a brand new heating and air unit less than 2 years ago for more that $9000. Last month it stopped working. My family has been without heat for weeks. I contacted Coolray for repair/replacement. They came to my home but stated that parts were needed. The unit was still not operable. They came back to my home for an unsuccessful repair and stated more parts were needed. After having no heat for greater than 3 weeks I asked that the new system be replaced. It is less than 2 years old, not operable and faulty. Coolray has ignored my request and has not responded. A new unit should not have these issues and needing several parts replaced to be operable. Meanwhile I have been without heat for weeks in 28 degree weather

  

  Business Response

  Date: 01/08/2024

   In reviewing the customer's account, due to the system not being properly maintained twice a year for the ** and heating, the labor warranty is no longer valid. This is due to lack of maintenance. Itt is required for the homeowner to keep up with maintaining the system twice a year.  We performed one heating maintenance in 2021 and one ** maintenance this year. Customer has missed 2021 ** maintenance, all of 2022 for both heating and cooling and heating for 2023. Although the labor has been voided Coolray still made repairs at no charge to the customer. We can reinstate the warranty, once the system has been ****** back up to manufacture specification. but the customer has to make sure to keep up with maintaining the system twice a year for ** and heat. If the customer fails to do so, ********************** will not be able to reinstate again if the customer fails to keep up with the proper maintenance on the system. We are scheduled to go out today 1/8/24 to do repairs at no charge to the customer. 

• Initial Complaint

  Date:12/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Initial visit on 8/12/23 to inspect air conditioner after it would no longer work and the house was very hot. Tech was ********************************There was a very small brown water **** on the ceiling before the service where the air conditioner leaked.Tech came and flushed the system and the air conditioner worked again.The next day the spot on the ceiling where the leak is grew very large.We called the tech back out ( August 15th - same tech - *******************************) and they had to drain the ac pan. They advised that we needed to go to ********** and spray the ceiling with something.This was not a good resolve and the wet spot grew after the service call.Coolray Heating and Air would not return multiple calls and say there is nothing they can do about the ceiling.************************* came October 16th and stated again that we needed to spray the ceiling and that Coolray would do nothing to resolve.The following calls were also made to Coolray which were ignored and no callback attempts from management were made:11/7/23: Spoke with ************************* at customer service - informed Supervisor would callback 11/20.11/10/23: Spoke with Mecca at customer service - made appointment for revisit. ******************* visited residence.11/21/23: **************** transferred to supervisor ******************* voicemail. Message left. No call returned.No action has been taken to repair the ceiling.

  

  Business Response

  Date: 12/13/2023

  Coolray has reviewed the work, while there was existing damage to the ceiling, Coolray did have to make a 2nd trip to vacuum the pan out full of water, this should have been done on the 1st trip, We will contract someone out to make repairs to the ceiling.

• Initial Complaint

  Date:12/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My first issue was when they said Id have a soft hit to credit for financing. It was hard hit hitting me 100 points. All reports sent to ****** in the office. I was forced to use them because of this hit. They were Hired to install 2 new AC. Did so in April - on day of install part was broken and there was an issue getting the part that day. Since then they have to been to my home 14 times to repair. Now with heat on - part of house is hot - part cold. They initially blamed my dirty ducts - I paid Zero Rez - who they recommended to clean them - costing even more! This man was so rude I didnt allow him back in home. Ive been under home myself changing filter monthly because they then blamed my dogs fur blocking filter. Then they said the last it was an electrical problem- the next person said it was not. They sent electrician who said it wasnt electrical. They blamed a bent coil and said it want the bent coil. They blamed a bad lot of new ACs. Then someone else negated that. I made it very clear Id pay when fixed. This is yet to be resolved and now Im getting collections notices. **************** has lied about 24 hour service leaving us in a home 90 degrees several times. The manager said that was a lie - they do have 24 h service. Im sure you can request logs of all calls. Ive dealt with office staff to no avail. Ive dealt with ***** locally. Ive tried to call corporate no return calls. I need 3rd party help. Ive been more than patient. They keep saying they added all this stuff to make it better. I have additional documents but this site wont allow upload due to size.

  

  Business Response

  Date: 12/05/2023

  *************** to the complaint made by ***************************: Please see the below outline of all visits to ******************** home along with the findings. Coolray has and will continue to work with the customer to resolve the issues with the equipment in her home. You will see at every visit, the issues found in the home has nothing to do with our installation of the equipment or the equipment itself. I have attempted to reach out and speak with the customer, however; I have been unsuccessful in speaking with her.

  I can't speak to the credit check, I do know the customer has to sign and authorize the credit check before we are authorized to run the credit.

  April 15th: System was installed.

  April 17th, 2023, we had to return with the system not cooling, we found that after only 2 days of operating the filter was complete clogged. Made adjustment to the ductwork to master for better airflow, also adjusted the refrigerant charge.  (attached picture #1 with Invoice).

  April 24th, 2023: No Cool, return visit: Customer stated this pass weekend they turned the ac on and temps in the home rinsed. Checked sub cooling found the system a tab off of subcool reading. Add one pound of refrigerant to adjust for 14 degree subcool. After adjustment system had 20 degree delta reading. Found filter clogged due dog fur. Replace 20x25x1 filter. Checked all other operations found no other concerns. System is operating properly at this time.(Invoice attached). 

  May 16, 2023: System froze up: 5/16/23- (**************)Found the system frozen. Dirty filter replaced. Faulty condensate pump. Replaced condensate pump. Need to return to find the reasoning for system freezing. I cannot diagnose frozen system.
  
  May 17, 2023: Supervisor  request- System found completely thawed,Completed evaluation of indoor vents and returns. Reiterated the advice of having duct cleaning performed by a qualified company prior to system operations check for cooling. The 20x25x1 filter had been replaced previously. Cycled system to check the Supply and Return temperatures, refrigerant pressures according to temperatures for operating efficiency. Adjustment to blower speed was required only at this time. System is currently at full capacity according to specs requirements for a 11 to 14f sub cooling. Completed service with system operating and notified customer of what was handled during this visit. Condensate pump fully operational and discharging to termination point outdoors. Relayed information to customer in regards to a company that *** be able to assist with having the ducts attended to in order to help increase the usage of each filter and help prevent freezing.

  May, 19th, I have attached the picture, that ******************** states is a dented coil, the coil was not dented, it was the existing lineset that had a kink in the line, Our field supervisor found this issue on Friday May 19, 2023 returned on 

  May 25, 2023 to change the existing lineset at no charge, (attached the invoice for this visit).

  July 21, 2023: Found dirty clogger filter that we just replaced in *** of this year. Recommend to customer to change once a month because of dogs . System cooling and working properly.

  September 5, 2023: No Cool, Found breaker is sized incorrectly along with wire. Will need electrical services to upsize breaker and wire to disconnect. The visit from Britebox and field supervisor later in this briefing found this not to be the case.

  September 6, 2023: We upgraded the filters from 1 inch to Aprilaire filter system at no charge, Look at upgrading the filter system to Aprilaire. No charge, Coolray going out and changing filters quarterly with AA filter, discuss how to purchase the filters online, or buy thru us.Look at lineset to make sure it is not too long that could cause issues.Install a hard start kit on compressor. Field supervisor did a complete assessment of the units we installed. Findings:

  Performed diagnosis on air-conditioning system for main floor. Confirmed, breaker, wire, and equipment sizing for main floor was all correct, however, upstairs had a 25 amp breaker in place of a 20 amp. Replaced at no charge to customer. Given the symptoms of the 5 ton air conditioner, went ahead and replaced manufacturers. Capacitor for turbo 200 X, and added turbo hard start kit. Checked all voltage parameters and refrigerant charge. Checked for restrictions and condensing coil. Main floor system operating within manufacturers specifications at this time.
  Customers has several questions for accounting, and I will be reaching out to reverse the service fee from a few days ago. She would like to confirm that she has five years of maintenance contract at no charge to her. And has other questions about service finance. Spoke to ************, who confirmed that Install and Britebox will be out Friday morning to complete inspection of main panel and replacement of downstairs filter. Upgrading to a April ************************ style="font-size: 0.875rem;">September 8, 2023: Return to install 2 AA213 media cabinets to existing system at no charge: Installed upgraded 2 each filter cabinets to the systems, Aprilaire AA213.

  September 8, 2023: Britebox visit Southside install replaced system, but system keeps tripping breaker.  Minimum circuit is 33amps and *** over current is 50.  System currently has #8 wire circuit on 40 amp breaker.  For customer satisfaction we will conduct a $99 Home Safety Inspection to be billed back to South Install.  South Install will be on site by 9:30, Invoice with findings: Current unit has 40 amp breaker on #8 wire.  I ran the unit for 30 ,invites while on site opened only never saw a *** of **** amps at startup, and around ***** while the unit was running. I also retighten all the connections along the circuits for the ac units incase there were any issues there.  No issues with the electrical portion of the install at this time. If unit trips the breaker again, coolray will need to diagnose the ac unit further.

  This is a total of 11 visits since the install was completed, we never found an issue with our equipment. I called ******************** today, once I identified myself the phone call disconnected, I called back and left a message. I also sent an email. These visits were all completed with no charges to the customer, with an exception of July 21, which that charge was refunded quickly.

  I want to also advise we have made 11 phone calls to schedule her heating maintenance, these phone calls have gone unanswered and no return calls from the customer to schedule the appointment. 

  Calls
  
  Date Time Agent Duration Status Direction

  11/10/2023 8:47 AM coolray.dbondallian 1m 8s Completed Outbound
  11/6/2023 12:46 PM coolray.dbondallian 1m 4s Completed Outbound
  10/25/2023 10:09 AM coolray.dbondallian 0m 9s Completed Outbound
  10/25/2023 9:46 AM coolray.dbondallian 0m 33s Completed Outbound
  10/5/2023 6:51 PM coolray.kaubourg 0m 43s Completed Outbound
  10/5/2023 6:49 PM coolray.kaubourg 1m 21s Completed Outbound
  9/29/2023 1:21 PM coolray.dbondallian 1m 10s Completed Outbound

   

   

   

   

   

   
  

   

• Initial Complaint

  Date:10/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of ******************************************* my home. I found CoolRay heating and air on a ********** website. *********************** a employee of CoolRay came to my home. After I decided to purchase the system that's when the deception and outright lies came into play. He misrepresented all of the options that he presented to me via his I-Pad. For instance, he led me to believe that the loan would be coming from ********** at 6.99%(which I already have a credit account with them) and that the payments would start in 6 months. Instead he sent my loan to a company called Service Finance at a rate higher than ****%. Secondly, him and I selected the extended warranty for an additional $499 dollars for 5 years I never got that in writing either. **************** stated that he would send me a copy of all my selections via email. However, as of this date I haven't received anything. No copy of the warranties, no bill, no disclosure of the loan agreement, and no copy of the bill or the explanation of the price of the items and what I paid. I've called **************** several times and I was told by him that he would get to me but never did. Then I called CoolRay and explained to them my concerns and again I was told someone would contact me but never did. In closing, I have never did business or purchased anything without having a statement showing the cost of an item or service and what I paid for it. I now realize that he was more interested in saying what he had to say in order to get my name on the dotted line and make a sale.

  

  Business Response

  Date: 10/31/2023

  We have attempted to contact the customer via phone, the number we have on file is not operational. I have emailed the customer a copy of the 10 year part and labor certificate. I have also emailed a copy of the equipment registration. The ** of Sales has emailed the customer to call him to discuss the financing issues that Mr. has raised. We will be happy to address each concern regarding the financing as soon as Mr. gives us a call.

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20796879
  
  I am rejecting this response because:
  The business has not fulfilled the items of the purposed settlement. I have gotten the proof of the warranty but as of this date that's all I have received from purposed agreement.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/13/2023

  Good morning, I have attached the agreement from ********** and the Proposal from Coolray. I will also  be sending this to **************** at his email.  If there is anything need further, please let me know.

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Coolray sent a tech to replace a broken coil drain pan and run a new drain to the existing condensate pump. The tech completed the work and collected payment. After leaving, my brother-in-law, who is a 40 year HVAC expert, inspected the work after discovering the system was not running. He found that the tech did not plug the condensate pump in which resulted in power being cut to the system. Upon further inspection he found the flue pipe not correctly reconnected and secured with screws. I could be easily hit and disconnected resulting in a serious health risk. The entire furnace and coil was knocked out of level, resulting in potential water damage. The work area was left totally trashed with scraps and ***************** screws in a walk area. We tried to talk with a supervisor twice over the last three hours to no avail. They never asked for specifics and we were told their customer relations would investigate and call us back. Since they never asked for any specifics, we are unclear about what they would investigate??

  

  Business Response

  Date: 10/24/2023

  I have called and spoken with Mr. ***** the brother of the customer. Today our Supervisor visited the home and made the following repairs:

   

  Upon arrival, customer showed us the flue pipe, being loose at the furnace and the system/furnace being just a hair off level. The floor and area was already cleaned up by the customer. There was also a loose piece of tape at the front of the coil to the furnace. I went ahead and screwed the flue pipe in all the way around it and added the rubber piece of an isolation pad underneath the one side of the furnace to get the furnace perfectly level. Also took a piece of mastic tape and installed it in the front of the coil to seal the coil to the furnace. Showed the customer and the customer is happy. Thank you. 

  I followed up with the bother today to make sure the customer is satisfied with the repairs, made at no charge. Mr. did advise they were leaving town and needed us finished with repairs today. 

• Initial Complaint

  Date:10/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2014 we purchased a furnace and air conditioner from Coolray. Every year we pay an annual amount for yearly maintenance. About 6 months ago the technician said the blow motor needed to be cleaned. It was three hundred plus dollars for the cleaning. On October 11th prompt on the thermostat read the blow motor fault #**. My husband called Coolray when they opened on the 11th. Technician came out on the 11th and said that the blow motor was out. He stated that after looking at the picture of the blowmotor that it did not need to be cleaned and he didn't know why that was recommended. He stated that he would be putting in emergency order and let them know that he was off and would be able to come back and install. He stated that the part would probably be at the warehouse in ******, ******* which is 30 minutes from our home. However when my husband spoke with the lady at Coolray she would not give any info on when we could expect to get the part. Mind you we don't have any heat. The temperature is dropping and we dont have heat. He asked her if she could overnight the part. She stated they don't do that. We need to know when we can expect to have heat in our home. They are responsible for getting this furnace running.

  

  Business Response

  Date: 10/13/2023

  Coolray team has worked diligently to get this taken care of as quickly as possible. The part was ordered on 10/12, arrived on today 10/13. Customer has been scheduled tomorrow 10/14 for repairs.