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Business Profile

Heating and Air Conditioning

Coolray Heating & Air Conditioning
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/26/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 06/14/25 Coolray heating and air came to ***air my air conditioner. When I told the technician I think I had a leak because for the last 3 years I have had to ***lace the Freon in my unit. He immediately called a sales ***resentative. The sales *** ***eatedly insisted I needed a new system and wouldnt allow the technician to put Freon into the unit until I agreed to consider buying a new unit. When I decided not to get one, they charged me over a $1000.00 to put 7 pounds of Freon into my unit. It only lasted a week. They are completely untrustworthy and practice pressure tactics to secure a sale. I would not recommend anyone doing business with them.

    Business Response

    Date: 07/02/2025

    Dear *****, 

    Thank you for taking the time to share your experience. Were truly sorry to hear that you were left feeling pressured or dissatisfied that is never our intention. We aim to provide every customer with honest, informed options so they can make the best decision for their home.

    In this case, after assessing your system, our technician identified a significant refrigerant issue. Given the history you shared of repeatedly needing Freon over the past few years, our team advised against simply refilling it as this would be a short-term solution for a likely ongoing leak. Multiple conversations took place during the appointment, where we did our best to fully explain the situation and the risks of recharging the system without addressing the root cause.

    Although we recommended holding off on a recharge, we ultimately honored your decision to move forward with the Freon refill. We do understand how frustrating it must have been when the system failed again but based on the known leak history and our on-site evaluation, this outcome was a concern we did try to convey.

    We always want our customers to feel confident and comfortable with any service decision. We regret that you left feeling otherwise.

    -Coolray Team

  • Initial Complaint

    Date:05/03/2024

    Type:Product Issues
    Status:
    Resolved
    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 March 18, 2024 a sales person for Coolray *********, Tn, *************************** talked me into purchasing an annual service membership. I said OK to the cost of $125.00-invoice attached. before the sale was finalized **************** said he made a mistake and charged me $******-credit card charge attached, in error. While at my home, he made a call telling me he had called his sales office about his error and that I would be getting a refund. after waiting 1 week, I contacted the sale person 629-888+8400 the number on the text message letting him know I did not get my refund. no reply from ****************. I contacted Coolray the same day asking for a full refund, I was told they have no way of reaching the sales person that came to my house. I told the lady on the phone I wanted a refund and she stated someone will be getting back to me. I made 7 additional calls over the entire span each time the person answering the call stated someone will be getting back to be about a full refund. I want a refund because this was deceptive practice of overcharging and no one within the company replying by calls, emails, or text messages. I am retired and; this limited income and this borders on elder scam. It has been over 46 days and no one from Coolray has reached out to me about a full refund of my ******. The job number is ******** and the estimate number is ********. I attached my invoice from Coolray showing what the membership of which I do not want to do business with this company and I want a full refund of ******.

  • Initial Complaint

    Date:06/26/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
     
    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. We sincerely appreciate the response and resolution from CoolRay Electric. We have encountered many local service companies in this area and have found few that are accountable for their work. CoolRay has given us hope that there are still companies with values and accountability. We will definitely hire them again and recommend them to our friends.

    Sincerely,

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

    Business Response

    Date: 06/29/2023

    Our Electrical Manager has made multiple attempts to contact the customer to discuss and has left multiple messages and has not been able to contact. We are moving forward with a full refund of the charges.  We are committed to providing quality customer service and wanted to discuss with the customer.  The customer indicate they wanted a full refund, and we will comply with their request. We would appreciate consideration to do work again for the customer in the future.

     

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

  • Initial Complaint

    Date:02/13/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 contacted Coolray to replace my old AC unit, I told ****** that I wanted a unit smaller than the one that I have already, when I got home there was this huge thing that they had installed which was a three and a half ton unit all I needed was like a two two and a half unit they wanted to tell me what the government recommend, I've done nothing but ask them day after day to come and get it.They always say they don't come any smaller and need to be in compliance with the government recommendation, so I I don't want you to do anything wrong just come and get it.

    Business Response

    Date: 02/13/2023

    The customer is located in *******. we cannot locate any record that we performed this work and it is out of the Coolray ********* service area.

    Sincerely. *****************

     

Coolray Heating & Air Conditioning is BBB Accredited.

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