Complaints

This profile includes complaints for Cool-Off, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cool-Off, LLC

  Las Vegas, NV 89121-5828

• 

  Cool-Off, LLC

  Houston, TX 77007-8021

• 

  Cool-Off, LLC

  Houston, TX 77007

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:08/02/2024

  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 ordered a $699 misting fan on June 21, 2024 for use this Summer with intention to first use the fan for the July 5th holiday. On the evening of July 3rd, I attempted to assemble the fan only to find it was missing the correct hardware to complete assembly. As it was a holiday weekend, I was unable to reach customer service via phone until the following week. I started my email communication with customer service on 7/9 informing them of the issue and providing photos as they requested on their follow up voicemail.Since then there has been numerous attempts from me to receive the correct parts (only to be incorrectly told I had what I needed). I also requested a refund, which was never acknowledged or addressed.Although I remained more than professional throughout the process, I was referred to as a "Bitch", by the owner, ****, nonetheless. This is in writing and provided as evidence in the attached supporting documents.I do not wish to do business with this company and simply want a refund. Of course they can have their equipment however they should provide shipping and pickup.I have also initiated a dispute with my bank.

  Business Response

  Date: 08/02/2024

  Sent final screws after finally determining what customer needed to complete her assembly. 
  

  Those parts were sent overnight with tracking ***** 777665772642

   

  delivered 7/30. 

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22061114
  
  I am rejecting this response because:

  As noted in the the complaint, I do not wish to do business with a company that feels it is acceptable to call me a "bitch" for requesting necessary parts to assemble the product.  *********** notes "We aim to provide you with the highest quality shade or misting solution for your home or business through outstanding customer service and expert advice" prominently on their website.  There was nothing resembling high quality of product or outstanding customer service about this experience.  The resolution I requested was a full refund and postage paid for the return of their product.

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

  Business Response

  Date: 08/06/2024

  Note customer is referring to has no impact k t be quality of the product and the fact she has a working and perfectly functioning fan. 
  

  Auto correct and phone messages obviously leave room for error when dealing with email so other than an apology the product is is perfectly great shape. 
  

  case is closed 

• Initial Complaint

  Date:07/26/2024

  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 this patio high pressure misting system on-line from ***** at Cool-Off on July 12, 2023 with a one year warranty on the pump, which went out on June 26, 2024, one day before out of town family was to arrive to record breaking heat in ********* of 120 degree temperatures. The ************************ had issued extreme heat advisories. I texted ***** on June 26. See attachment "warranty claim", which is the entire text thread requested by *****. He instructed me to send this to ********************************** for assistance. I sent this to support the same day, June 26. I did not hear anything until I received a call from **** *****, President of Cool-Off on July 9. He said send the email directly to him at ******************************** I did that the same day and then it took nearly two weeks before I received emails that it appeared that I had messed with the pump. I did what I had to do to get the pump to function since Cool-Off would not do anything for me. I explained what I had done in numerous emails to ****. I did not damage the pump. The gauge, which is the initial problem since it blew apart, needs to be replaced along with a small brass fitting that the gauge screws into Please have this company show responsibility.

  Business Response

  Date: 09/27/2024

  This customer has continued to send ********************** complaints and we are no longer responding. 
  

  His pump exceeded the warranty we give to customers and this issue is closed. 
  

   

  Business Response

  Date: 09/27/2024

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

  Customer has exceeded warranty and this claim is not valid. 
  

   

  Customer Answer

  Date: 09/27/2024

  This offer is not acceptable as it is a complete lie.

  As I already submitted (bank statement)I, I purchased the misting system, including the pump on July 12, 2023 with a one-year warranty.  I submitted the warranty claim on June 26, 2024, 16 days before the warranty expired.

  Customer Answer

  Date: 09/27/2024

  ***** ***** is not being honest.  Here is the proof that I purchased the system on July 12, 2023 (Credit Card Statement)  Also,, please check the email thread with ****, where he acknowledges the one-year warranty.

   

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22045273
  
  I am rejecting this response because:

  This offer is not acceptable as it is a complete lie.

  As I already submitted (bank statement)I, I purchased the misting system, including the pump on July 12, 2023 with a one-year warranty.  I submitted the warranty claim on June 26, 2024, 16 days before the warranty expired.

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

  Business Response

  Date: 10/03/2024

  Previous response included our warranty information.  
  

   

• Initial Complaint

  Date:07/26/2024

  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.

  Bought a pump and the entire system from ***** and his Cool Off company pump stopped working. ***** started working with me and actually sending me the parts needed to fix the pump then he stopped. We are now on month four and there is no resolution or satisfaction yet. he admits the pump has a failure and even directed me on how to fix it by cutting some wires.

  Business Response

  Date: 08/02/2024

  Customer purchased high pressure misting pump and we tried to assist even though the product was past warranty. Suggest disabling the solenoid valve on the unit.  

  Sometimes pumps past warranty can't be fixed with troubleshooting and we were backordered on parts during peak season.  

  warranty page

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

   

  Sincerely,

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22033490
  
  I am rejecting this response because:

  Its unacceptable that a $1300 pump system should only last two years. The owner has dragged his feet for six months claiming he would help me and send me the replacement parts. Cutting a wire and disabling solenoids is not fixing the problem. I would like a direct replacement for this pump, regardless of this warranty back your product back it right
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/06/2024

  Im sorry however this product is long past our company warranty and this issue is closed.  

• Initial Complaint

  Date:05/11/2023

  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.

  I purchased a high pressure misting system from Cool-off last year. It only worked for several months in which it was only turned on 2-3 times. Then it stopped working and I called Cool-Off and they said to change the oil which was odd because I had only used it several times. Then it just stopped working. After calling ****, the owner, many times, he was of no help and finally told me to send it back to him on my dime, he would fix, and send back to me on his dime. It should be under warranty. I sent it back to him on 2/2/2023 which cost me over $150 and it's been sitting there for over 3 months. He purposely never answers my calls but and has avoided me for the last 3 months. He did answer a text message saying he was waiting on parts and they had just come in and my machine would be fixed by the end of that week which was in late March. That never happened and he avoided all of my phone calls and text messages since then. My multiple telephone calls and text messages lead me no where. I was subjected to lie after lie and false promise after also promise. *******, lied to and treated poorly time after time. I finally got him on the phone today, 5/10/2023 and he said he's been in the hospital, which sadly I do NOT believe. I demanded a full refund and he said that is not policy. As I can see from the numerous and very very similar complaints about Cool Off and the owner *********************** (sp) this is his modus operandi. I believe they sell shoddy equipment and certainly do not stand by their products or morals for that matter. I am at the end of my patience, I do not being lied to incessantly and I do not trust **** or his business to repair the shoddy equipment he sold me. I demand a full refund of purchase price from this business. This companies business acumen is disgusting. And as I mentioned I can see this from the many complaints I am reading here.

  Business Response

  Date: 05/25/2023

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

   

  
  Product was purchased in 2021 and is past our warranty period.
  *********** was definitely in the hospital for major surgery I can attest. 
  
  We will continue to try and assist Mr. ****** with his issue to the best of our ability but will not take the product back at this point. 
  Sincerely,

• Initial Complaint

  Date:09/04/2022

  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 ordered 2 umbrellas from Cool-Off on april 6, 2022. Almost five months ago. I paid them the full amount $3003. Order #CO-*********. I have emailed David S****, executive VP, several times about delivery date. He says he will tell me when the order is ready for shipment when he receives notice. I have also asked him to contact the supplier for an update. No information provided. My husband ****** called David last week but he didn't answer or call us back. His cell is ************. I would like to receive the umbrellas if they can be delivered this month. But otherwise i want a full reimbursement because i have waited long enough. Even with supply chain issues this is too long.
  

  Business Response

  Date: 09/14/2022

  Business Response /* (1000, 5, 2022/09/09) */
  Unfortunately Supply chain issues are a part of this industry and we have no control over it as we're not the manufacturer.
  
  We will refund this in full and cancel the order on file.
  
  Sincerely,
  
  
  Consumer Response /* (2000, 8, 2022/09/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I accept the company's response but will wait for refund in my account before 100% satisfaction.

• Initial Complaint

  Date:08/29/2022

  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 purchased a high pressure misting system from Cool-off last summer. This year I started the system and it worked fine for a few days before it stopped delivering mist. I have made multiple attempts to get the company to repair the machine with no luck. I was instructed by the executive VP to send the machine to their repair facility where it sat untouched for 2.5 months. My multiple telephone calls lead me no where. I was subjected to lie after lie and false promise after also promise. Ignored, lied to and treated poorly time after time. At the end of my patience I demanded it be returned if Cool-off didn't intend to move forward with a repair. The machine was returned and as suspected it hadn't been fixed. My demand is this, refund purchase price or repair the machine. I am willing to pay reasonable costs for repair.
  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/30) */
  Customer sent pump back during peak season when we are busiest. Customer can send pump back if it somehow didn't get fixed properly for warranty work/repair if purchased within 1 calendar business year.