Complaints

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:02/10/2025

  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 have not heard from the business in response to my complaint - I did hear back and have a PARTIAL resolution. This was the best of the 2 options I had to reply since the issue is not completely settled.

  They visited on 13Feb2025, made adjustments to the main heat pump, replaced 1 thermostat, and installed the "missing" parts to the wall mounted heat pump. However, the bluetooth and wifi connection for the wall unit did not work before they left and no one has followed up regarding same. The lag in switching from the boiler to the heat pump appears to have resolved, but I still get the error messages.

  Additionally, no feedback was provided regarding my concern on the difference in rebate amount, compensation for costs for engaging a different company to check my boiler when they refused to come check what they installed. 

  that visit because they refused to come when I called. Of note, before installing the "new" heat pump, I did not have heating issues. After the system was installed, we used it for cooling in the later part of summer 2024 and everything appeared okay. This problem, started when the temperatures dropped and Cooling Unlimited has not been able to properly address it. In the midst of the this, I get several error alerts about the system that I brought to their attention, but they have refused to address.Furthermore, we are missing parts for a separate wall mounted heat pump. I brought this to their attention as well, but nothing till date. I believe that amounts to FRAUD i.e. billing me for something that was not installed and providing false records to the authorities for the rebate.The rebate amount "approved" is less than what they advertised Specifics of my complaints are included in the attached email.

  

  Business Response

  Date: 03/16/2025

  The customer had reached out about issues with their heat pump system that we recently installed. The customer was unsure at the time whether he was having an issue with his existing boiler that we did not install or his new heat pump that we did install. We explained to the customer that we could come out and take a look at the heat pump for him which would be free of charge. We explained that if we arrived to the home and found that there was not an issue with the heat pump but instead an issue with their existing boiler that we did not install then there would be a charge for that visit. The customer was unhappy with this. They yelled at the office staff that was trying to assist them and started to call everyone at our company racists then the customer hung up on us. Unfortunately we are unable to refund the customer for a visit he paid to another company that looked at his existing boiler. We tried to assist the customer on scheduling an appointment to look at the issue but he didn't want to do that with us when we explained that there would be a charge for the service call if we found an issue with the existing boiler and not the new heat pump we installed.

  Customer Answer

  Date: 03/17/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Copies of email correspondence have been previously provided. The vendor is casting aspersions and have NOT directly addressed any of the concerns raised. It is obvious they are only interested in "responding" and not providing facts.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Aghogho

   

   

  

  Business Response

  Date: 05/14/2025

  The customer had reached out about issues with their heat pump system that we recently installed. The customer was unsure at the time whether he was having an issue with his existing boiler that we did not install or his new heat pump that we did install. We explained to the customer that we could come out and take a look at the heat pump for him which would be free of charge. We explained that if we arrived to the home and found that there was not an issue with the heat pump but instead an issue with their existing boiler that we did not install then there would be a charge for that visit. The customer was unhappy with this. They yelled at the office staff that was trying to assist them and started to call everyone at our company racists then the customer hung up on us. Unfortunately we are unable to refund the customer for a visit he paid to another company that looked at his existing boiler. We tried to assist the customer on scheduling an appointment to look at the issue but he didn't want to do that with us when we explained that there would be a charge for the service call if we found an issue with the existing boiler and not the new heat pump we installed. Since this time we had our install manager take care of the complaints the customer had. They met the customer at his house and went through all of the components installed. Showed customer the operation and made sure everything was working correctly. The customers complaints with the system have been resolved. 

  Customer Answer

  Date: 05/14/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Previously provided responses have NOT been addressed. If Cooling Unlimited is willing to resolve this, they can address - line by line - the complaints I have provided on multiple occasions via this forum.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Aghogho

   

   

• Initial Complaint

  Date:08/02/2023

  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 had a new HVAC system installed last summer and they never installed the required thermostats. I have called them numerous times and spoken to them but never got a satisfactory response from them. I paid $875 for the temp controls and still haven't received them. I am asking for the controls that I paid for to be installed as required as part of the contract.

  

  Business Response

  Date: 08/15/2023

  We have already spoken to the customer regarding this issue. We were waiting for the controls to come in as they were on national backorder. But we have already scheduled the controls for installation with the customer.