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:09/23/2024

  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 my YORK HVAC system with Cool Breeze 1250 in June 2020; the unit is four years young with a ten year warranty for parts/labor. I purchased an additional five year warranty, which I believed also covered parts/labor. My unit kept making an unusual noise, (I recorded the noise), so I called Cool Breeze to come check it out. *****, the technician came, I played the recordings for *****, after hearing the noise, he came to a conclusion that it was a filter I had put over one of the vents that Cool Breeze 1250 cut into my door/wall, to keep dust from my unit (he said the filter was making the noise). I removed the filter. I paid ***** $100.00 (service fee), for what? He dusted off the vents, tightened a s**** to the vent that Cool Breeze installed in the cut out door that was made by Cool Breeze four years ago when the unit was installed. After ***** left, the noise continued, I recorded it. I called Cool Breeze 1250, I told ******* the unit was still making noise, I asked her to ABSOLUTELY not send ***** to my home again, and I want ******, the owner to come out and listen to the recordings. The noise started while ****** was there, he knew exactly what the problem was. The condensate pump, he ordered/replaced it, this pump makes more noise than the one he replaced. I called Cool Breeze 1250, ******* made an appointment for ****** to come out, ****** told ******* that he diagnosed my system, replaced the part (I had to pay for it). ****** said parts that do not have YORK on it are not covered under my parts warranty. I called YORK, and although the answer ****** gave me, doesn't make sense, the condensate pump is considered an accessory. The noise was the condensate pump (I didn't know what it was at the time). Isn't the condensate pump necessary for the unit to operate properly? This is not the first time Cool Breeze 1250 has come to my home to replace parts in my YORK HVAC unit, my heat went out December 2023, the fan was REPLACED twice, was the fan YORK?

  Customer Answer

  Date: 10/04/2024

  I have not heard from the business in response to my complaint. I submitted my complaint against Cool Breeze 1250 in ************ ************** to the State ************************* in ********

  Cool Breeze responded to the State Attorney General, and the letter was sent to me.  I am in the process of submitting a letter of the CEO/Chairman of York.  I will send the letter to you (BBB) once I have completed writing it.

  I attempted to attach the response from the State Attorney General, but couldn't, therefore when I complete my letter to the CEO/Chairman of YORK.  I will include the response from the State Attorney General in the package.

   

  Thank you so very much for staying on top of this.

   

  
  

  

  Business Response

  Date: 10/21/2024

  Dear *** or Madam: 

   

        We received the complaint regarding ******* Robinsons recent service visit. She complained of a strange noise from her HVAC unit. 

   

        On September 6, ****************************************************************************************** the mechanical closet. It only comes ON when the water level inside of it rises to the appropriate level. Although our professional opinion was that the pump noise level was normal, *. ******** insisted that she had never heard the condensation pump running since the unit was installed in June of 2020. We next quoted a replacement condensation pump, and informed her that this is an accessory that is not covered by her YORK Comfort Plan. She accepted the quote. We returned on September ******* and installed a new condensate pump and tested its operation. The noise level was and is normal.  *. ******** is of the opinion that this device should be silent which is not in tune with reality because all machines produce noise when operating.

   

   

        We are confident that L. Robinsons HVAC unit and the condensation pump it drains into are functioning properly. See the attached YORK Comfort Plan. Note the CONDITIONS AND LIMITATIONS: section. It clearly states: Only the "***" approved equipment listed on the front page is covered. This does not include the condensation pump. In addition, the section WHAT IS NOT COVERED states: Diagnostic time to assess a problem is the home owners responsibility. All of the funds we collected were and are fair and legitimate.

   

        If you have any further questions or concerns, please do not hesitate to contact us. Sincerely,

   

  ******* *****
  Vice President
  
  Cool Breeze 1250 Heating & Cooling, Inc.
  *****************************************************************
  **************************************
  
  Office: ************
  Mobile ************
  
  Comfort Without Compromise 24/7!

  Customer Answer

  Date: 10/21/2024

   I am rejecting this response because: Another **** company came to inspect/listen to the noise, and Cool Breeze did not install the correct line needed for the condensation pump. The right material, a 3/8 inch clear tube was replaced with the line Cool Breeze had installed. ******* from Cool Breeze didn't go into the attic to find out what the REAL problem was, which was the flat tubing had collapsed, and water from the condensation pump, could not pump properly. The new condensation pump was warm, with a burning smell. Cool Breeze installed the wrong tubing for the condensation pump to pump properly.  Also, Cool Breeze routed the tubing in the attic, to the inside of the outdoor **** unit. The technician from the other **** company replaced the tubing in the attic with 35 feet of clear tubing, to the outdoor **** unit. The original flat tubing was improperly ran.  It was literally tied into the outdoor **** unit.  Technician had to remove line tied into **** unit, and reroute it alongside the **** unit with tubing to cover the line. Technician checked pumping of the new condensation pump by putting water in it to make sure the pump was pumping correctly, and water was flowing OUTSIDE instead of into the **** unit. 
  
  
  

  

  Business Response

  Date: 10/23/2024

  The drain tubing that was replaced by another company was initially installed in 2020, inspected by the city and passed inspection.  This means that the installation of the tubing was done properly.  The condensate pump will shut down the **** system if it malfunctions and that has not happened so we know there is no issues with the existing pump.  Replacement of any collapsed or flattened tubing is a proper corrective action to help the condensate pump to function better.  None of these items are covered under any warranty.

  Customer Answer

  Date: 10/23/2024

   I am rejecting this response because: An inspection by who?  The contract says an electrician will be needed.  It is not the electricians job to inspect tubes.  My house was inspected by a home inspector prior to the closing of the home.  The **** unit had NOT been installed at that time, the unit was installed after my home inspection.
  
  
  

• Initial Complaint

  Date:03/01/2024

  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 10/18/2023, this HVAC company installed a thermostat which they said needed to be replaced because it was not bringing on the compressor. They said everything else was working fine. I paid them $349.89. The unit worked fine until it got very cold on January 22, 2024. The unit started blowing out cold air. I called another HVAC company to come and identify what caused this problem. The new company determined that the wrong thermostat was installed in October and replaced the thermostat with a new one on 1/22/24. I called Cool Breeze and told them what happened. They asked for pictures of the thermostat they installed and then Cool Breeze confirmed in an email that they installed the wrong one. I asked them to make this mistake right with me. The service manager said he would look into this matter and get back to me. I emailed him two more times and never received a response. I asked for a refund but never received any response back from him. This is not good business practice. I offered to give them back the thermostat which I cant use. Still no response (nothing).

  Customer Answer

  Date: 03/11/2024

  I have not heard from the business in response to my complaint.

  
  

  

  Business Response

  Date: 04/18/2024

  We have sent out a refund check to ***************. We apologize for the delay. One of the owners is on kidney dialysis and he is still working part time so he is very inundated with work and life.

  Customer Answer

  Date: 04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.