Complaints

This profile includes complaints for Americool Heating and A/C LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Americool Heating and A/C LLC

  21822 Old Highway 99 SW Centralia, WA 98531-9649

  
• 

  Americool Heating and A/C LLC

  PO Box 880 Rochester, WA 98579

  

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:09/27/2024

  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 contacted AmeriCool to come to my house to get an estimate and if it would work to have a heat pump installed in my 2 story farm house. **** came out. I told him several times my main issue was having my bedroom cooled. I asked about a duct upstairs. He said i would need 2 which would be $6000. OR HE SAID A COMPLETE unit for the whole house for $10000. I asked again, for sure my bedroom would be cool. He said yes ! Looking back he never checked air flow of my vents he just measured how big my upstairs was. I paid $5000 by cc on the phone to them. They came and installed Aug 2023. I asked the guys to ck to make sure it worked but they did not measure air flow. I had issues with cooling the upstairs. They tested airflow by putting their hand by vent. A little air flow in bedroom but more in bathroom. They adjusted vents downstairs so more cool air would be forced upstairs. After several visits it still is not working right. End of aug or 1st of sept2023 they called re *** of bill $5466.82. I told ******* i should not have to may for something that does not work. She said she would get back to me. She did not. I left another message. No one called til Sept2024. They said my bill laid on bosses desk for 1 yr. No call backs till now when they want their money. ****** told me it was miscommunication re cool air flow upstairs, that it does not always work with 2 stories. I asked why was i not told about this very important detail. They offered $500 off, i said no. I sent an email to ******* and vm offering to pay $2200 but still no reply. They have sent a certified letter to me saying they would send me to collections. When we had 90 degrees in Sept for 1-2 days i put the heat pump at 69 degrees which is what my downstairs was. My bedroom was ***** degrees. I told ****** that and she said get an attic fan, shut off downstairs vents. So then no cool air downstairs? All this missinformation is costing me over $5000 and not working as i was told it would in the beginning

  Business Response

  Date: 10/02/2024

  ****** hired us to add a heat pump to her existing electric forced air heating system for a total cost of $10,072 plus tax. She paid $5500 as a down payment, and the remaining balance was to be paid upon completion of the work. We installed the new heat pump system on 8/4/23 and performed the necessary testing of heating and cooling operation. Everything checked out as it should and we filed the project as complete per our contract. On 8/30/23, ****** called to let us know that she was not happy with the new system, since it was not cooling the upstairs to the same temperature as the main floor. We explained to her that we are not responsible for airflow issues related to existing ductwork, but we went ahead and sent a tech out to help with air balancing, which we hoped would appease the customer. He went over the dynamics of two story homes, and explained that if we balanced her system perfectly for cooling, it would no longer provide even temperatures during heating season. He also showed her how to balance the system with her registers, so that she could make adjustments to airflow as needed for the different seasons. At this point we knew the customer wasn't 100% satisfied due to her existing duct issues, but we felt we'd done everything we could to make the best of the situation. She also claimed that our estimator **** promised the system would cool her house evenly throughout, but he is a professional and an expert in HVAC, and I know he would not have said that. Now after waiting a year for the customer to pay the remaining balance or make some attempt at payment arrangements, we decided to start the collection process, which seems to have gotten her attention. According to ******, she just thought we were going to write off the remaining balance of $5466.82, which was never discussed or implied.. She has now made two attempts to pay a fraction of the remaining balance, but we feel that her offers are extremely unfair given the circumstances. We have made it clear to her that we are willing to reduce the remaining balance by $1500, which we feel is very generous. That would leave the remaining balance at $3966.82. If we cannot come to an agreement, we will be forced to send the account to collections.

• Initial Complaint

  Date:06/06/2024

  Type:Sales and Advertising 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.

  April 2022 Americool in ********* had the bid for a job on our remodel to install HVAC with duct work (brand new system). The past two ******* we have had issues with the house being cold, the system going down etc. This past winter we had a new company come out when it was in the single digits because Americool refused to help us. We had NO heat. The new company came out quickly and fixed the issue. But we found out that Americool didn't do a proper job with the duct work and we had flow issues causing issues on the air handling unit. We spoke with Americool and they offered to fix it for half of the cost with the understanding it would be done correctly this time. Well we still have air flow issues, we still down have proper air flow to my daughter's room and now we have to figure out how to fix it. Americool placed blame on the contractor (who is out of business) and us. I'm beyond frustrated, and I feel like no one cares to even make sure its fixed properly.

  Business Response

  Date: 06/07/2024

  We are sorry to hear that you are unhappy. We replaced your duct work that had been damaged by other trades, at the cost of materials only.We provided the labor at no cost. When we were called after hours for a breakdown (warranty had expired) we provided our overtime rate, and the service call was refused.
  
  Since the ducts have been replaced, we have not been notified that there was an airflow issue in a bedroom. We are happy to make airflow adjustments as needed at our cost. If you would like to contact us, please give us a call ************.
  
  Although the general contractor went bankrupt and we were never paid for the original job, we go above and beyond for our customers.

• Initial Complaint

  Date:07/01/2023

  Type:Order 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 3/2/2023 we signed a contract to install a heat pump and furnace at ********************** was working intermittently and blowing breakers. On 6/13 a Americool repairman found the electric furnace was miss-wired in violation of code. It was repaired, but now I only have 3 not 4 strip heaters. That is in violation of the contract. They then charged me for the service call even though the contract says there is no charge.

  Business Response

  Date: 07/03/2023

  Hello ****,

  I just looked into this, and it does appear that our service department sent you an invoice for what should have been warranty work. We will void the invoice in question right away!

  As for ********* heater, your existing system had a 3 element 15kw strip heater, but we installed a larger 4 element 20kw strip heater, so by disconnecting one element, ************** basically duplicated what you had before in terms of heating capacity. If you'd like, we'd be happy to send someone out to install a 15kw strip heater. 

  Let me know how we can help!

  Respectfully,

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

  Customer Answer

  Date: 07/03/2023

   
  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:05/02/2023

  Type:Billing 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.

  Around the beginning of June 2022 I contacted Anericool because my air-conditioning unit stopped working. They scheduled a technician to come out. I was able to determine prior to that appointment that my unit was not fixable and I needed a replacement. I called Americool approximately 2 to 3 days prior to the appointment and requested instead of a technician to fix my unit Could you please send a sales person as I dont need the unit fixed but I need options on a new one. I wasnt sure the same guy coming was also able to give me a quote on a new unit. The gentleman ****** arrived on schedule, and when we entered the house prior to going out back to look at the unit. We discussed in the kitchen and I informed him that my unit is no good and its not receiving any power, so can you please give me an estimate on replacement. He looked at unit in back of house & in attic to get me an accurate quote. I was going to hire this company to do the work until I was told they wont be able to perform it until the end of August and because I have for frenchies I couldnt risk them having heat issues. You will see this in my texting back-and-forth with ******. I went with another company because they could do it in two weeks. I then received an invoice from Americool for $135 I called and spoke to ****************. I believe her name is **** She said she would go over it with ****** and that I was being ****ed for diagnosing, i then never received another **** until May 1, 2023. I called the same lady on the day. I received the **** May 1, and she was very rude and condescending to me and said well it shows he was at your house for an hour and a half. Explain to her I was going to take further action against the business and she said do what you want to do. I have available all the text between ****** and I and ****** was never here to diagnose any problem but only to provide me with a quote for replacement.

  Business Response

  Date: 05/02/2023

  The customer contacted us on 6/1/22 to schedule service on her heat pump system. She let us know that one of our competitors had been working on it, and that they had put the wrong refrigerant in the system. The customer insisted we send out a service technician to diagnose the issue(s), and confirm that the information she had received from the other HVAC company was accurate. She also made it clear that she wanted a technician that was capable of quoting a new system, since the weather was already getting hot and she wanted to help expedite the process, should the equipment need replaced. We agreed to a 2pm-4pm appointment on 6/6/22 and scheduled accordingly.

  Our technician arrived at her home right on time at 2:39pm on Monday the 6th of June. According to our technician he did look at the heat pump and air handler, confirmed that the failure was catastrophic, and agreed that is was best to replace the system. After discussing system options, or technician let the customer know he would email her a quote, and left approximately one hour and fourteen minutes after he arrived.
  

  According to our records, we answered questions and discussed system options with the customer over the next four days, before finally sending them a quote on 6/9/22. Once they received the quote, they had several more questions/concerns, and subsequently waited until 6/20 to give us the green light to proceed with the installation. That same day our install coordinator contacted the customer to schedule, and to let them know that we didn't have a crew available until 7/27/22. At that point the customer asked ** to cancel the install all together. Later that evening I caught wind of the situation, and emailed both my technician and install coordinator,  asking them to offer the customer a Saturday appointment to save the install, but I didn't hear anything back from them on the matter.

  We did end up sending the customer an invoice in the amount of $135 plus tax for the service call, which is standard procedure for sending a skilled technician out to a customers home. Had the customer asked for an estimate, and not a diagnosis on her existing system, we would have sent out an estimator, not a service technician. For the record, we do not charge for estimates to replace equipment, but we do charge for skilled service work.

  Regarding the invoice, I show that we mailed the invoice 5 times before finally hearing back from the customer. The last invoice was sent out on 4/27, and we received a call from the customer on 5/1. According to my accounts receivable, the customer was very upset and ultimately hung up on us before coming to a resolution. Since then we have made multiple attempts to contact the customer, but we have yet to hear back from her.

  At this point we would be happy to write off the service call and go our separate ways. Had the customer reached out to me sooner, we could have avoided this situation all together. I am available to discuss this matter any time Monday-Friday 8am-5pm.

  Customer Answer

  Date: 05/30/2023

  I had an open complaint # ********. The company said they were dropping the fee's however I received another bill today for the same thing. Thank You,  
  Vi Siliaga ****************
  

  
  

  Business Response

  Date: 06/08/2023

  To whom it may concern,  

  This invoice has been written off.  I apologize if the customer received a bill that was still showing a balance. I am uncertain what happened. It may have been generated prior to the invoice being written off.  There is no balance owing for this customer.  Please let me know if there are any additional questions. 

  Regards,

  *********************, Office Manger