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.

close

Find a Location

Coolray Heating & Air Conditioning has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:05/31/2023

  Type:Product 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've reached out to Coolray about the replacement of my unit no reply. This unit is brand new and having so many issues.

  

  Business Response

  Date: 06/01/2023

  Coolray is going out today June 1st **** to replace the liquid line solenoid valve, once the repair is made, we will let the unit operate a few day to ensure we have the problem fixed. We will reach out to customer next week to resolve any concerns on the equipment.

  Customer Answer

  Date: 06/01/2023

  I would like for someone to call me 

  

  Business Response

  Date: 06/01/2023

  The part that has failed is what hold refrigerant in the liquid line, when the system is not running. The liquid-line solenoid valve closes when the thermostat demand is satisfied to prevent liquid refrigerant migration. This part does not constitute a complete system replacement. The 1st time we ordered the part, it shipped incorrect, this is the 1st failure of the system, we are making the repair today. Coolray is making every effort to make the correction, we will follow up with ****************** next week to make sure the repairs were corrected. 

• Initial Complaint

  Date:05/15/2023

  Type:Product 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.

  To The President of Coolray ,I would like to file a formal complaint against the Coolray in **********, **. On Tuesday May 8, I had two technicians come to our commercial property in *********, ** to quote ** on a disconnect. ***************************** and ***************************** were the technicians on site. After their assessment, a quote was given in the amount of $2,588.16 Neither ****** nor ****** mentioned anything else was needed or could hinder them from performing the job. My husband (*************************) who was onsite with them gave the go ahead to perform the work. They explained that we had to reach out to the office to take payment. I paid $388 over the phone so an appointment could be scheduled. The job was scheduled for Thursday May 11th. The same two technicians came on site. This time my father in-law was there for them to perform work. However, they never left their vehicle until the inspector and fire ******** arrived at our building. They then reached out to my husband and stated that the fire ******** shut them down due to more work needed to be done. They then wrote up another quote for 16K. ********************* reached out to me, and I explained that the price is a bit steep for us. He then said he can do it for 14.5K. I told him that I would need to talk to my husband, and I then asked if he could do it for 12K. He said no but we can do it for 14K even. By this time my husband arrived at our building and spoke with the inspector and fire ******** and he asked why would they shut them down if they had a permit and they didn't even start work. The inspector and fire ******** stated that they were not shut down. They in fact called and told us they felt unsafe about the job and that was the reason we decided to come over. The inspector stated that she didn't even have a permit on file for them to perform any work, so she was unclear about them calling. After hearing this information from both the inspector and the fire ****************** reached out to ***** ***** the service manager and explained what we found out and I asked had they plan to do any work since the permit was never filed? He stated that he was not aware of that, but he will talk to the inspector tomorrow. My husband and I concluded that Coolray was not the best fit to perform any job as we were deceived, and the behavior was unethical. I reached out to ********************* today and explained that we would like to be refunded and were going to take our business elsewhere. He said that he can't do that, and I said the amount for the service charge can be deducted. and the remainder should be given to **. He got a little irate and I stated that's fine, but I will reach out to someone in corporate about this incident. As a person of integrity, and who believes in good moral I would hope that's the founding principles for Coolray as well. If I can't receive my refund, I hope that the practice of the two technicians and the service manager will be investigated. I would appreciate it greatly if someone would follow up with me on this incident.Thanks,*************************

  

  Business Response

  Date: 05/15/2023

  Good afternoon, the issue is not as stated, we had made 2 trips to the job site, we gave quotes to replace total service, Customer attempted to negotiate down the price for total replacement of service, however; the price she wanted we below what our cost would have been. The customer told us to proceed with just the replacement of the disconnect as originally discussed. While our tech's were onsite to proceed with the work of replacing the disconnect, that is when the inspector came to the jobsite, no one at Coolray called the inspector, they just showed up and put a stop work on what we were there to do, Coolray actually began to run wire for the disconnect for the meter, when we were made to stop by the inspector, the wire was left behind. Our tech's were in their truck following orders from the manager, until the issues were taken care to avoid any fines. The office was on the phone with customer and inspector during the time our guys were onsite. We respectfully decline the request for refund, due to the amount of time and money spent & work completed while onsite for 2 different trips.

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 20058575
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 05/15/2023

  Coolray is more than willing to work with this customer, amount collected can and will be applied towards the quoted estimate of work. Customer can call and schedule the service upgrade and we will apply towards the replacement of service, We can do the work at the discounted rate quoted, we will be happy to correct the estimate to new price including the credit of amount paid. 

  Customer Answer

  Date: 05/15/2023

   
  At this point, it's more of an integrity issue that I have with the workers at Coolray.  I would not trust them to perform any job for me. To lie and state that a permit was pulled on the initial job for $2588 and then the next day say that one was not needed is beyond me. When both the Fire ******** and the Inspector states that they were called and the Coolray employees did not pull a permit to do the initial job of $2588 shows me the ethics of the workers hired. To add, when Coolray was called to  give an estimate nothing else was mentioned but what was quoted the first time.  I'm not sure if the Manager is paid based the amount he pulls in but the stunt they pulled with ** sure lead me to believe so.  
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/07/2023

  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.

  The amount paid was ******* *********** was suppose to install an electrical pole. *********** installed a pole that did not pass regulation. When I called them to let them know that it did not pass inspection they said they would come back out for 350$ to try to fix the problem. They came out a total of four times altogether I did not pay the extra 350$. I told them it did not pass you didnt complete the job. I had to install my own post, dug my own hole for the pole and used only the hardware from the company that did not to their job and my pole passed regulation and ************* hooked up to it instead of the ******* pole that was not to code.

  

  Business Response

  Date: 02/13/2023

  This complaint was sent to Coolray Electrical via ******* BBB, and has been responded to thru the Alabama BBB. Thank you!

• Initial Complaint

  Date:01/30/2023

  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.

  Since August of 2022, I have called this company on several occasions to correct heating and cooling malfunctions. Several technicians have been out with several different remedies in repairing the outdoor Carrier package unit. Technicians have been out to my residence, every month and now every 2 1/2 weeks. The cost of these repairs/replacements have totaled an approximate $4K. At one point I scheduled for a technician to come give an estimate on replacing the entire unit, only to find that is still under warranty. I have paid to replace several major components of the unit and since a technician came out yet again last week, to diagnose same issue, resulting in a temporary fix, I am yet again without heat. It has been a very frustrating and stressful ordeal as I have had to supplement heat for myself and my dogs with my wood burning stove and space heaters, on some of the coldest or hottest days of the season. I no longer have the funds to make any more major repairs or outright purchase a new unit. Please resolve.

  

  Business Response

  Date: 01/30/2023

  Coolray 1st appt with **************** was on October 19, 2022.We  found the Inducer Assembly seized, we quoted the repairs , Returned to home with OEM order part replacement, inducer draft motor for 5ton/ 2 stage *** 115k btu Heating package unit (L.P. gas). Additional parts discovered in need of replacement after dismounting of defective inducer assembly. Customer was informed of the damage caused by rusting of the burners and rollout switch. Large areas of rust found within the burner section, concerns found during led to further inspection of the heat exchanger, no damage of heat exchanger found at this time. Recommended additional parts due to discovery, burners and furnace safety device. Continued initial services with approval order additional parts.  Installed new induce draft motor assembly, assembled control board mount or any parts removed to access location of repair. Started and tested the motor while also verifying system will not fully ignite due to defective burners. Placed part order to return and continue services to confirm full ignition. Collected payment towards initial estimated repair of $1000.00, remaining balance of $1578.00 due upon completion.
  Return to home November 11, 2022 to replace the jets, limit switch, igniter and system is functioning normally with no codes tested operations of furnace multiple times and have succeeded every time. Checked gas pressures

  Returned November 17th at no charge, Thoroughly inspected LP gas package unit. Upon my arrival found main limit fault. After further inspection found evaporator coil very dirty and filters dirty also. Replaced filters and ran system in heat mode for approximately 30 minutes without an issue. Recommended that customer have evaporator coil cleaned in place. Customer informed me she will clean evaporator coil herself.

  Returned on December 2, 2022 at no charge: Performed diagnosis on carrier gas package unit. Filters have just been replaced, however, inspecting evaporator coil, found it significantly, dirty, causing airflow restriction, drug hose out and rinsed coil. Fired system off in low fire monitored heat rise across exchanger for over half an hour. Then increase to the high fire and monitored heat rise for 15 minutes. System is operating within manufacturers specifications at this time.

  December 17, 2022, No charge visit, found: Performed diagnostic on package to determine thermostat is failing causing heat sometimes . Thermostat need to be replace to thoroughly check system for normal operation. Customer will call to make appointment when she is ready to change thermostat.

  December 22, 2022,Removed carrier thermostat. Installed customer supplied ecobee thermostat . Check temperature rise . System heating normal at this time . Charged $284.63

  January  6, 2023: Found package unit not heating and found heat or face blocked and not letting gas out ,I cleaned out LP Gas orface and freed up for gas to flow properly and checked operation and filters good. System heating fine at this time. Recommended maintenance agreement. Charged $258.06.

  January 26, 2023: Concerning no heat. Found package unit tripped on high limit fault. Reset, checked operation, filters, airflow, was unable to get problem to duplicate. Checked LP gas pressure, found manifold pressure at 12+ WC. Adjusted to 10 WC. Replaced filters. Run for 30 minutes. System working fine at this time. No charge. 

  Please see the pictures attached, the unit is 10 years old, we did all the work under parts warranty, the only charges are for labor.  Coolray did not install the unit there for the labor charges are valid.  ************ visit was unrelated to the visit before, we found different issues with each service visit. This is not uncommon to have to repair 1 thing to repair before the other issues appear. The unit may not received  proper maintained over the years with the amount of rust in the unit and the dirtiness of the coil. Coolray did do a courtesy coil cleaning a cost of $685. at no charge on  December 2, 2022.  The total Ms. has spent in labor to date id $2920.69 and we are willing to put a percentage of monies spent towards a new unit, which is the recommendation at this time.

   

   

   

   

   

  Customer Answer

  Date: 01/30/2023

  Coolray did the original install through ********** and the unit is still under major component warranty. I asked, back in October about replacing and even scheduled for an estimate and was advised that the unit was still under warranty. In my opinion, I cannot see the logic in not doing a full diagnostic, to resolve an issue that relates to the functionality of this unit, so I dont have to keep calling every other week. I went the entire summer with no air and now I am having an issue to remain warm in the winter. Please provide resolution.

  

  Business Response

  Date: 02/02/2023

  After speaking with ****************, getting more contact information, we found a duplicate account that is show we installed the system in 2014. The unit has 10 year parts, 1 year labor, I just left a message with **************** to schedule a field supervisor out to go thru the unit and determine what if anything could be wrong with the system, the system has not had bi-annual maintenance on a regular basis, and does contribute to the condition of the system. I have also asked our manager to review the charges to see if there is room for any discounts. Once the visit to the home is made, we can make recommendations to Ms. on what is needed to be done to help prevent further issues of the unit. 

  Customer Answer

  Date: 02/02/2023

  I have received the phone call from the **************** Representative and understand that a supervisor can come out and diagnose the unit. I was also contacted by a sales representative, looking to sell me a replacement unit, with high interest financing for the next ten years. I purchased this home in September of 2018. Three of the four years, residing here, I have had to call for repairs, since August of 2019. There was one year in which I went with another company for a yearly maintenance contract, (American Home-shield) after that year, I have consistently called this company out for either maintenance or repairs. I have not had consistent air conditioning nor heat in the 4.5 years living here. I have willingly made payment for any and all recommended repairs with the expectation of proper service and maintenance. I do not have the funds to purchase another unit outright, as I have paid a considerable amount in repairs and part replacements. Please provide a solution that is fair and reasonable.

  

  Business Response

  Date: 02/08/2023

  Coolray, has done all possible for the repairs of this unit, the unit is 9 years old, very rough shape, the unit had not been maintained properly for a number of years, it has 1 year of parts warranty left and the labor warranty was only for 1 year, We refunded $750 to help assist with the repair cost. At this point we have attempted to make repairs and inspected the unit to see if there was anything more we could find that stood out that we could correct before the failure happens.   

• Initial Complaint

  Date:12/24/2022

  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.

  Bought a heat pump a/c system with 10 year maintenance plan. I have far too many issues with in the first three years. Days without a/c in the summer and days without heat in the winter. Too many issues getting them out here, not replacing parts they were supposed too, not fixing the problem when they come out, and not showing up for their scheduled maintenance.

  

  Business Response

  Date: 01/03/2023

  Coolray has ordered the pan replacement, we will install at no charge, the inline drain switch was replaced on 9/16/22, gave a free 1 year maintenance agreement for the delay in repairs.

• Initial Complaint

  Date:11/01/2022

  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 maintenance plan for my air conditioning unit, in March 2022. In September 2022, the same issue happened again. I called for a maintenance appointment that was supposed to be FREE. When the technician arrival, he didn't preform any diagnostic testing. He just put an compressor on my A/C unit with consent. One I told him I couldn't afford it, I asked about payment plan. He told me the company didn't do payment plans under $500. So I then asked him to remove the compressor and I seen him aggressively pulling parts off of my A/C unit. Now my a/c unit vibrates when the A/C comes on which wasn't issue before he came. I advise the company to no avail. And the technician seemed to be under the influence of something, had a really off-putting vibe.

  

  Business Response

  Date: 11/01/2022

  This was originally filed thru the BBB in ******* division, 

  Here is the response I sent to the Alabama BBB:

  Good afternoon, ********************,in regard to this complaint, the customer, ************ called in on September *******, at 1:41 pm, reported a no cool, she wanted to book a maintenance so we would come out at no charge, we cant book a maintenance for a nonfunctioning unit. We booked a call for ************ same day, with our service tech, called *********** at 4:12 pm, clearing the call to proceed to her home, once arriving and completing a diagnosis on the unit, our tech advised ************ needed a capacitor, this capacitor plugs into the outdoor unit, with just a few wires,once the capacitor was replaced, to confirm there were no other issues with the condenser motor, etc.:, ************ was advised of the cost of the repair, if accepted the service fee would have been waived. Ms. stated she could not afford the repair, our tech removed the capacitor, reinstalling the old capacitor. I have listened to all the recording on file, I cant find where *********** ever called Coolray after the appointment on September 22, 2022 at 1:41 pm, to complain of any issues with the unit. See below:
  
  We will be happy to refund the service fee of $67.15 from September 22, under customer satisfaction. We will process this refund immediately and will take 7 10 business days to received. This refund was completed yesterday.
  
  One other thing to note, this complaint came from the BBB in Alabama, this customer is in ********* **, not sure how it was filed with the wrong agency.

   

• Initial Complaint

  Date:09/13/2022

  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.

  In October 15, 2020 we spent $8,198 for a new unit. Unit was installed. Since then we have had 14 service calls on it replacing everything including the coil and it still doesn't work properly. No manager has addressed this issue and although every person is nice, no one takes this seriously. We believe that we are entitled to a new unit that works properly. Again, no one has taken this issue seriously. When it is 76 degrees outside, the unit can't maintain 73 degrees. We are not talking extreme heat and we attempt to support it by running all other units in the house and closing the blinds. This should not be necessary in a unit that is new and adequate for the space and conditions.

  

  Business Response

  Date: 09/14/2022

  Good afternoon, I just spoke with **************, we are going out tomorrow to make sure the Nest thermostat is not going to sleep, We want to do our due diligence to make sure before we replace the equipment, the issues are not caused by another issues. If our test proves not to repair the thermostat not maintaining the temperature we will get with Carrier to proceed with consideration of changing out the equipment.

  Customer Answer

  Date: 09/14/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:09/04/2022

  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.

  Two years ago I purchased a new **** system from Coolray for 14K and was given a lifetime warranty. My ** unit stopped working on 8/7/22 which has now been a month without air conditioning. It started by sending me 3 different reason codes for the failure. Our home has exceeded temperatures of 95 degrees at times. It is even hard to sleep at night and not to mention sweating while sitting still. The temperature inside is always 10 degrees higher during the day than it is outside. A technician came out to diagnose the problem and said they needed to check on replacing a part. Needless to say my wife and I have called numerous times for followups but to only get the same old song about how the part is on backorder with no estimated time of it becoming available. The next thing we were being told was, "we will check with one of the managers to see what other options are available". That's been over a week itself waiting for information on options, but no new news and more importantly no results. To this day no one has called about any other options. It was recommended to us to purchase a portable unit which we did. We have an open floor plan so even purchasing the highest BTU unit available doesn't do much for us because they are only designed to cool 1 room per unit. When we purchased the **** system Coolray came 2 days later to start and complete the installation. Now that the system has stopped working it's been a month with nothing being done. Replacing this broken unit could have been done in just a few days especially if they knew the part needed wasn't available and was not going to be available anytime soon if at all. At this point the only logical thing is to replace the ** unit!

  

  Business Response

  Date: 09/06/2022

  As all manufactures are experience the supply chain issues, we have no control over when the parts are available, we feel badly for our customer who are experiencing the parts availability issues we are having, we did provided a spot cooler for the home to help with the heat. We have received the control board from Carrier today, we have scheduled an appointment tomorrow to repair. Again we apologize for the delay.

• Initial Complaint

  Date:07/28/2022

  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.

  I was charged $2,946.24 on Jul 05, 2022 at ********************************************************************** to fix my tenants air being frozen I was assured that would fix it. I was not there nor sign anything. Had same issue on Jul 14, 2022 came out Frozen ac same guy he rechecked everything and said no leaks but may not put enough freon in it no charge for me. Had the same issue on Jul 24, 2022 same company different tech came out said I had a leak and can temp fix it 600 and 400 to do the leak test. And be 4k to fix the problem he believes it is. I decline it and got another company to fix it. My tenants were there each time.Now the first guy should of check it and claimed he did the second time now why need to pay again I decline the guy and called a different company that in the process of figure out issue and cost me $330 to fix unit. I just want my money back already filed claim against credit card. I enclosed all invoices and estimate and new invoice to prove I complete the job.

  

  Business Response

  Date: 07/29/2022

  I will be reaching out to Mr. ***** and update our outcome.

  Customer Answer

  Date: 07/29/2022

  Called said will issue a full refund was sorry.

  

  Business Response

  Date: 08/02/2022

  After speaking with Mr. ****** I agreed there should be a full refund, I sent the full refund over to our account department, there was a typo in the email, as soon as I realized my mistake I corrected it with our accounting department, I also sent Mr. ***** a message explaining the mistake and and apologized for the error. I explained to him that it would be refunded 1st thing Monday morning, On Monday morning our accounting department corrected the refund in full. It can take **** business days to show the credit on the statement. 

  Customer Answer

  Date: 08/02/2022

   
  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. Thank you so much.

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

• Initial Complaint

  Date:07/27/2022

  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 believe it was about January 3rd, 2022 when Coolray came to install a whole new HVAC system. They did excellent work. However, when I asked about paperwork and a warranty I was told that would come in the mail. I have called on several occasions and was told over and over again they would send it in the mail. On Thursday July 21, 2022 I called again and this time I was told they don't give out any warranties on units with 10 years for parts and only 1 year for labor. They explained they only give warranty certificates out for 10 years parts and 10 years labor. I guess they gave me a real cheap unit and maybe that's why they won't give me 10 years for labor which makes no sense to me, especially since there is 10 years warranty on parts. However, once again I was promised that within 3-5 business days they would mail me out paperwork which would provide information pertaining to my unit. I am still waiting. I don't know why they can't do right by me, the customer. I don't understand why I have NOTHING in writing at all to indicate the make or model of my unit. I think I should have SOMETHING in writing that proves that I even purchased the unit from them and the details of information on the unit. I have never in my life heard of anyone purchasing anything without some sort of paper transaction, at the very least a receipt. I would like Coolray to use the **** to send me all information pertaining to my unit. I think I have been patient enough with them.

  

  Business Response

  Date: 07/28/2022

  Our Customer Relations member spoke with ************** on July 25th, that involved a 17 minute 43 seconds phone call where ************** was explained her warranty information to her. We mailed her the signed invoice that states the warranty in detail. We also mailed the signed proposal, install ticket, that included the warranty information on them. We have tried to explain the equipment ************** agreed to have installed in her home was a 10 year part & 1 year labor. Our comfort consultant offered several options to ************** that was various warranties, and this is the option ************** agreed to. We do not have certificates for the 10 year parts, 1 year labor equipment. I have attached the proposals offered and the proposal accepted. The proposals offered warranty ranges from Lifetime parts and labor, 10 year parts and labor, 10 year parts and labor.