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

  1645 Williams Dr Marietta, GA 30066-6208

  
• 

  Coolray Heating & Air Conditioning

  1400 Northbrook Pkwy STE 380 Suwanee, GA 30024-7232

  
• 

  Coolray Heating & Air Conditioning

  1595 Commercial Ct Jonesboro, GA 30238-6592

  

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:10/08/2023

  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.

  On July 14,2023 i purchased a 5 ton heat pump system from Coolray. My zone system was also replaced, and by-pass dampers added n ducts. The total cost was $19,457. The installation was done July 17, 2023. During the installation the techs kept dropping the furnace. The next day after the system was installed, the pan that holds the furnace leaked water coming through the ceiling damaging my furniture,(Coolray reimburse me for the cost of my furniture, n fixed the ceiling) one whole month later. Days following the install Coolray was notified of a NOISE coming from the unit. Three different techs were sent to my residence, before finding out, the system had a defective *************** I spoke to a manager ( ****** ), i requested that the unit be replaced with a BRAND NEW unit, his reply was " it's a defective part, all we have to do is change it out, and put in a new part.He said, if we give you a new system, you have to sign a clause, saying you will never receive a new system in the future, if anything should happen. The resolution i'm seeking is, the replacement of a new unit, with no clause, of me getting a new unit should it be required. Thank you in advance, for your time and attention in this matter.

  

  Business Response

  Date: 10/09/2023

  Good afternoon,
  
               Regarding these circumstances, we received notice of the noise issue 51 days after the installation of the system. This was outside of our 30 day period in which we could have replaced the system without use of the Customer Satisfaction Guarantee. We have offered repairs at no cost as they are completely covered under the customers warranty. We have also offered to replace the unit at no additional cost. At this point in time, the clause to be signed for a unit to be replaced is the Customer Satisfaction Guarantee which allows us to acquire the unit from the manufacturer fully covered under their warranty.  Replacement of the unit under this clause, will be of one-time use. After replacing the unit, if there are still issues moving forward, we still offer unlimited amount of repairs at no charge. We can involve a Carrier associate to assist if all resources are exhausted.
  These are minor repairs that we are able to perform quickly and do not affect the functionality of the unit as the system is still operational and performing as needed. We can also replace the unit promptly upon the acceptance of using the Customer Satisfaction Guarantee replacement unit. We have spoken with the homeowner many times and have had no decision made as to how we should proceed. We hope to proceed soon with a solution as soon as possible. Thank you kindly.

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 were told the Gold Package we chose as per the brochure presented to us at time of appointment was for $18,321.00 Then we got credits for $8517.21 which was not credited to the $18,321.00 but was actually added to the price - then subtacted back out. This isn't the way credits should work. At no time were we told that the unitl cost was $26,838.21---The prices were on his brouchure that we reviewed.Also the signatures on the forms that were sent to us that were signed on 8/2/2023 are not my signatures.

  Customer Answer

  Date: 09/19/2023

  Good afternoon

   

  I have been in touch with the President ************** and we have been working on a solution.

  Please at this time I would like to dismiss my *************************identifyelement="425">

   

  Thank you

  ***************************

   

  Please let me know this has been dismissed

• Initial Complaint

  Date:08/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 8/9 a technician came to my residence to troubleshoot the failure of our larger HVAC unit. The diagnosis was that a fan and motor needed to be replaced and the parts would be ordered with priority. On 8/11 my wife followed up and was advised that the part shipped and an appointment would be scheduled once received. I followed up yesterday because it is critical to resolve this quickly because of my familys respiratory issues. I was told that someone in the service team would call and provide an update which has yet to happen. On 8/15, I spoke with a customer relations supervisor (****) and was advised that the part was never shipped and it was reordered on 8/14. She also informed me that I could purchase a portable cooling unit that a technician would pick up once the job was complete. I reiterated the offer for my family members to go hunting for a cooling unit, purchase and use until the system was fixed. This offering seemed a bit absurd to have the customer spend time and resources to purchase a unit that would later be collected for cool ray to add to its inventory for future customer satisfaction purposes. Although I appreciate the ownership that she showed during the call, I understood the limitations of her role and requested that my concerns be escalated to the *** I expressed that instead of more responsibility being placed on my family I requested that cool *** perform and execute what was told to me. She did not honor my request, only to transfer my call to the customer relations manager (*********************) whom I left a message requesting a callback. I have been waiting over 48 hours for a call back on how my unit would be fixed and a solution to be provided in the interim.

  

  Business Response

  Date: 08/17/2023

  Coolray has received the parts, the appointment is today to repair the system. Coolray will follow up with customer to make sure all is working properly after todays visit.

  Customer Answer

  Date: 08/17/2023

   
  Complaint: 20479277
  
  I am rejecting this response because:
  

  I am unsure why Coolray doesn't communicate properly to its customers. No one contacted me to schedule the appointment today or to even see if we were available. Please contact me directly 

  
  Sincerely,
  
  *******************

  

  Business Response

  Date: 08/17/2023

  I have spoken with Mr. ***** we are going to get the repairs today, issuing a free 2 year maintenance agreement. We are going out next week to check the other system to make sure all is well.

  Customer Answer

  Date: 08/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I had a chance to speak with ***** concerning the lack of communication and she apologized provided a clear plan of action. It is difficult times in many industries when it comes to supply chain and qualified personnel so although the communication was an initial issue ***** provided a few direct contact methods to use moving forward.

  The additional unit shows a new issue that will be addressed offline during follow up visit.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:08/16/2023

  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.

  On 7/26/2023 a technician came to my residence and said to have resolved my A/C problem by adding 2 pounds of refrigerant to my unit. I will attach video proof that refrigerant was never added I paid $521.00 I am requesting a refund for this full amount for 2 reasons. 1. SERVICES NOT PROVIDED 2. The Refrigerant was later taken out due to being over filled. On 7/26/2023 the same day the problem of not having the house cooling was still persistent and they sent another technician out were he said the issue was a box that needed to be replaced and in fact not the refrigerant so I then paid $597.37 to have the problem fixed please keep in mind I was told this would fix my issue so I paid that with being told Id be refunded for the first failed visit. That very next day 7/27/2023 unfortunately the air was not cooling and I informed CoolRay they sent another technician out who was the one who said our A/C then had to much refrigerant where he actually took 3 pounds out . This didnt fix the issue at all. My fiance had to go to the hospital were living in heat they have yet to reach any resolutions they just want us to spend money and not give us ours back. Requesting an immediate refund.

  

  Business Response

  Date: 08/10/2023

  I spoke with ****** this morning and I will be processing a full refund. We also discussed options on sending another technician to his home to resolve the issue with his HVAC system. Currently waiting for ****** to contact me back on his decision. 

  

  Business Response

  Date: 08/15/2023

  Good morning, this is a GA BBB customer, not **. The offer made to the customer is:

  ********************** will be willing to refunded the 2nd visit on refrigeration charge. The unit has a faulty part that is not regulating the refrigerant correctly making it impossible to get a good reading. we are willing to credit the 1st visit towards the repair or replacement of the unit.

   

   

  

  Business Response

  Date: 08/16/2023

  On 7/26  a visit to the home we found the unit low on refrigerant, charged customer $521, on same day we returned to home, found the charge low again on the system charged Mr. another $597,  Turns out the evap coil needs replacing, causing an issue with the refrigeration issue, not showing correctly, the refrigeration is fluctuating which is the issue with the 2 charges, then on 3rd trip the unit  was overcharged. The charge for 2nd trip was refunded in the amount $597 on 7/27/23, On July 31st it was recommended we replace the evap coil in the amount of $1879.15, if customer moves forward with the repairs the $521 from the 1st visit will be credited towards the coil replacement. 

• Initial Complaint

  Date:08/08/2023

  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.

  I signed a contract with Coolray Heating and Air on 5/31/2023 for a complete replacement of all ductwork within our crawl space and an outside heating and air unit. We were scheduled to have installers come out to our home on 6/12/2023 to start work. We were called that morning and told that the head installer had called in sick that day and would be out the next day on 6/13/2023. On 6/13/2023 two young men showed up that morning. They removed the old unit and left it in our yard with a big open hole to the side of our house (see photos). They said they needed to get supplies and left and never returned that day, with no other explanation. I called the customer service line that night to speak to someone about what was going on. They said they were sent with the wrong supplies and had to drive all the way to ************ to get the proper supplies. ************ is approximately an hour's drive from my house, which would not warrant the team to be gone all day if they were getting supplies. They returned on 6/14/2023 and said they completed the job. The invoice was signed for the work and they left. I have had to call Coolray 4 more times since with no resolution. 7/14/23 The installer had to place a p-trap on the outside unit because it was not done in the first install. 7/19/23 A technician came out about warnings on the thermostat with no resolution and told us to call them to get new insulation put in our attic. 7/27/23 had an appointment for the installer to come to see about incomplete ductwork in the crawl space. An electrician we hired has told us that was not installed correctly. No one showed up, had to call again, 7/28/23 A supervisor finally showed up, and made promises to get everything fixed after finding old ******** used with new ductwork and finding holes where air was leaking. Never heard back from the company, It's 8/8 was supposed to have a technician show up today, no word from the company.

  

  Business Response

  Date: 08/09/2023

  Good morning, I certainly apologize for your experience, however; this is the office in ******* Coolray and should be handled by Alabama BBB.

• Initial Complaint

  Date:08/01/2023

  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.

  Cool Ray sent a technician out twice because my AC unit was not cooling. I was told on both occasions that there were no issues and my unit is working perfectly. I ended up calling another company to fix my problem, therefore Im requesting a full refund. Please see invoice for the completed work.

  

  Business Response

  Date: 08/02/2023

  Coolray was contacted by customer to schedule an appointment for a no cool, we arrived at the home on July 21, 2023. Tech found the outdoor condenser very dirty with multiple large rocks on top of the unit. Upon arrival the system was cooling but not well. The compressor was on thermal overload, Tech cooled off the compressor and it started running as it should. Return visit on July 26, the unit would not cool below set point on the thermostat 74 degree's, the system would not bring the thermostat down to 74 degree's. I checked the temp drop and it was in range at 21 degree's. Checked the pressures outside and both the subcool and super heat are where they should be. The thermostat was satisfied when I arrived, system is currently working as it should. I did inform the customer that with this extreme heat we are experiencing, the system is working harder and is still cooling as it should.

  Also, the customer has not reached out to ********************** to discuss her dissatisfaction with the service, this is the 1st time we have learned there was a problem. The customer was only charged a service fee of $79, no other charges for cleaning the outdoor unit as best as we could or for any other diagnostic fees. Coolray respectfully declines refund request.

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20409216
  
  I am rejecting this response because: As explained to the technician The reason why the rocks were on the unit was due to advice of the previous Cool Ray Technician (a couple of years ago). In addition, the rocks on the unit was not the issue. The clogged condensate drain line, was discovered and fixed by the technician from ******************* ******************* the day after the Cool Ray technician left.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/02/2023

  At the time Coolray was at the home on July 26 (last visit)  no sign of the drain stoppage, this receipt was 3 days later and the drainline could have stopped up after our visit. From the appearance of the system, No proper maintenance has been performed on the system, per our picture of the outdoor unit's condition.

• Initial Complaint

  Date:08/01/2023

  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.

  Pre-Summer ************ 03.2023.Overflowing Condensation Tray:Service Call: 06.06.2023.Your most recent service of maintenance on the **** unit. I humbly request explanations of the condensation tray not draining, malfunctioning of PVC pipe drainage, due to alterations/rerouting, of such mechanisms.These are the observations of ****************, who fulfilled an emergency call due the leaking of the ceilings in the upstairs bathroom, closet, and main staircase. In addition, the ** unit began making funny noises over the past few weeks (due to the overflowing of the condensation tray).****************, although very rude, seemed to do an effective and thorough job. CoolRay wants to charge me for a service that should not have been necessary, seeing that I FOLLOW ALL MAINTENANCE GUIDELINES.I want to know who is going to pay that bill, not to mention the repair of the severely damaged and discolored ceiling, which is disintegrating right before my eyes. I never received a bill, until last week, by Email, followed with a threatening telephone call from the collections department. I am being charged $380.00 for the service.Thanks for your expedition in rectifying this situation. Take care *****.*************************.*************************************************************************************************** ***************************************************************************************************

  

  Business Response

  Date: 08/02/2023

  Good morning, I have attached pictures of the unit in the attic and pictures of the outdoor unit, where the drainline had been ran with 1/2 inch PVC pipe, which had been inserted into the 3/4 inch pipe and taped, then an elbow had been added and attached to a buried 1/2 inch PVC into the ground. Note:(Coolray does not use 1/2 inch PVC to use on HVAC units).This is the cause of the water back up and leaking into the home. This work was not done by Coolray. This was  something done by someone other than Coolray to prevent the water buildup around the condenser, our tech arrived, found the drainline, took pictures to document what was causing the a/c drainline to back up, ************** removed the PVC  elbow, shortened the pipe back to where the black tape is on the 1st PVC pipe and the water drained out and the leak was resolved. Customer is refusing to pay $316.15 for our repairs  to the drainline made on June 6th, 2023. Failure to make this payment, could result in lost of warranty on equipment installed in July 2018. Coolray is not accepting damages to the home.

   

  Customer Answer

  Date: 08/02/2023

   
  Complaint: 20405774
  
  I am rejecting this response because:
  
  Cool Ray installers of the unit in *******, did add the elbo PVC pipe for drainage purposes (to drain the condensation water AWAY FROM THE FOUNDATION OF THE HOUSE.  The response that *********** submitted to the BBB, is false, misleading, threatening.

  cool *** needs to be honest, and accept responsibility for their oversight during maintenance.
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/03/2023

  Thank you for your response, Coolray is committed to customer satisfaction and customer service, however; we are unable to accept damage on work that was not completed by a Coolray employee. 1/2 PVC pipe is against code for HVAC drainage and Coolray has not used 1/2 PVC in decades. Again I apologize for the issues you are experiencing at this time. Coolray is not able to accept this request.

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20405774
  
  I am rejecting this response because:

  I DO NOT WANT UNSCRUPULOUS, MONEY HUNGRY, INSINCERE, AND UNTRUSTWORTHY CORRUPT INDIVIDUALS (NOT THE COMPANY COOL RAY), RUIN ME, MY STATUS, OR MY CREDIT IN ANY WAY SHAPE OR FORM.

  KARMA WILL DO WHAT IT DOES BEST!
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:07/14/2023

  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.

  During May, I requested Coolray diagnostic service since my AC/Heater unit was not working properly. The first diagnosis was a faulty inside unit (Air Handler/ Furnace). Following their "expertise", I purchased a new air handler for $4,611. The day after installation I called to notify that the unit was not working properly, it was cooling but not heating. The new unit was inspected and the second diagnosis was a faulty outside unit. This second report confirmed that the first diagnosis was inaccurate. I called over 10 times to file a claim due to the innacurate diagnosis. The response always was that the information was transferred and that I should expect a call within ***** hours but that never happened.Last week ( July) we notice that our kitchen floor had a couple of panels misaligned and when we put some pressure we notice water coming from under the floor. We rush to evaluate the situation with a water damage control company and the water source was my new equipment overflowing. The damage is significant; laundry and kitchen was affected including floor, doors, walls and cabinets. Coolray inspected the unit ( for third time) and quoting the report "Vent opening on drain line found on the wrong side of the **trap. Capped. Found zone board without a freeze safety. Installed freeze safety to shut down when required". This bad installation caused the water overflow. Currently, our priority is damage control but repairs can't initiate until Coolray remove their unit to removed all the flooring, walls, etc damaged by water. In addition, we need housing during the repairs.So far, no calls from Coolray concerns department has been received. This process has been painful to say the least.I will seek what is fair considering that they destroyed my ****************** fully renovated 3 months ago. The unit return and refund under their 1-year 100% satisfaction guarantee and damage repairs. It looks like I will need to call my lawyer since they are not proactive.

  

  Business Response

  Date: 07/15/2023

  In response to Customer's concern. Once we were made aware of customer's concern we jumped on it right away given the situation. Our call by call manager reach out on 5/9/23 to speak with Mr. in regards to equipment to schedule a technician out to confirm the diagnosis. ******* from Customer relations reached out to customer to set up time to drop off spot cooler for temporary cooling until the service visit.  After the service call the call by call manager reached back out to customer and explained in detail the findings and customer understood. Everything was okay at that time. The last communication was on 5/23/23. On 7/12/23 is when we were made aware of the water leak we sent a supervisor out same day he did confirm the vent opening on drainline was on the wrong side of P-trap and corrected the issue on site. Myself and ******* (customer relations) spoke w/customer in regards to damage. Customer was notified that we are aware of the situation and are working w/ the service manager and damage claims department in regards to damage and that we are working on the matter quickly. Customer has been contacted by service manager in regards to damage and they are scheduled on Monday 7/17 for us to return to to assess damage and have our install and restoration team out to get this taken care of.  
  
  

• Initial Complaint

  Date:06/14/2023

  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.

  I am currently on day 51 (yes that is correct, 51) of not having a bathroom after their technicians caused a flood in my home on 4/25/23. CoolRay then had their restoration company remove mydamaged bathroom and have since been refusing to pay to replace what they removed. Their manager ****** would never contact me. And when he did, he offered to get an employee pick up some parts from ********** to make repairs. Never once did they contact their insurance company to fix the issue. They also offered me a partial refund for service that Ive never gotten because they are crooks. I had to get a lawyer just so they would respond back to me.

  

  Business Response

  Date: 06/14/2023

  Thank you, I am sorry you are having this issue, this is the ** BBB department, Please fill out under the ** BBB. 

   

  Thank you!

• Initial Complaint

  Date:06/12/2023

  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.

  Purchased new units last August and they dont work. 6 techs have come out (one rude) but nothing. I was finally told it was the compressor and took off another day of work only to be told it wasnt the compressor. No one has reached back out or advised us on the status. Im100% disabled veteran with severe asthma and havent slept well in a month.

  

  Business Response

  Date: 06/12/2023

  We have been working with this customer on the main level system,  The upstairs system is working properly. There have been 2 failures on the system, we have been in contact with the homeowners regarding the repairs, we went to the home this morning to make the repair, Sr. **** was not allowed into the home, due to Ms. did not want him there. We have rescheduled the appointment for Wednesday per the Mr.to get a specific supervisor to make repairs and go thru the system to make sure nothing oblivious is causing the failures. If the system fails again after this repair, Coolray will replace the unit at no charge.