Complaints

This profile includes complaints for Dr Cool Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Dr Cool Heating & Air Conditioning

  null Sumner, WA 98390-1605

  
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  Dr Cool Heating & Air Conditioning

  PO Box 2322 Sumner, WA 98390-0520

  

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:10/02/2024

  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 was told they had no record of the install!The salesman represented a Daikin heat pump &A lesser quality heat pump was installed! Since the installation I contacted Dr Cool a month after installation they told me it would be $180 to come out and check the system is under warranty? Well that was in 2021. The system has never operated properly has caused Electric bills Increase I had a few repair men out since 2022 I have had several different companies sent here to fix the system by the home warranty company. Ive had repairs estimated between five and $****** since April of last year. The furnace was non-operational. I discovered in October 2023 that Dr Cool did not register the warranty information so my warranty is no longer 10 years parts 10 years labor. Its now five years parts. That was grossly negligent. They did not inform me of this or at the very least give me the registration form. I couldve done it myself. , I also discovered in October 2023 there were no permits for either the furnace or the electrical panel on the electrician I was told he was an apprentice. Wasnt supervised a requirement of Labor and industries. I had to buy space heaters after spending $****** to have this system installedI Dr Cool (***** ) statedthat they un hired **** ************* he sent a disgruntled employee that was upset about what the previous companies Several told me that it was simply a bad install and the unit was too big for my ********************************** the office stated that this was a new business and theyre not affiliated. Well, That was untruewhen I did Checkthe Business and it says over 25 years in business. This man complained to me about having to clean up after the general contractor and the salesman for their wrongdoings Well more than one stated severalt that was a bad install he was hired by the general contractor. I had another company in mind and two quotes that came in under ******. Im disabled senior & disabled teen cant attach documents

  

  Business Response

  Date: 10/10/2024

  In March of 2021 there were estimates prepared for Timber Coast Construction for both Daikin & Goodman 1.5 ton HVAC systems that were deemed appropriate for the requirements of the property at 8227 Paine St. S.W. Lakewood, WA.

  As Tyson Sonnenburg at Timber Coast Construction was the customer listed for the address at Pain, Lakewood, WA. we don’t have any correspondence from Ms. Lee from that initial time period. 
  
  The installation of the system was for mechanical only and completed May 17th 2021.
  
  The mechanical permit for installation was requested and granted by the city of Lakewood on April-,2021
   
  The invoice was paid by Timber Coast August 2021
  
  August 31st, 2022 the account owner was changed from Timber Coast Construction to Ms. Lee. 
  
  Ms. Lee is correct that her equipment was not registered for extended warranty. It seems that there was a lack of clarity as to who the registered owner would ultimately be and it’s been our practice during a sale or construction project to wait for confirmation of ownership as the warranty is not transferrable.
  
  Since the time of installation we have been out at no charge to Ms. Lee to resolve her concerns as follows: 
  6/2/21 needs to know how to use stat, neighbor messed it up and now she can’t get it to work 
  
  8/23/21 fan is running constantly * installed new pro 8000, set to auto fan, set program with customer’s temps
  
  9/20/21 Linda called about her thermostat, she can’t get the temperature above 75 and that is too cold. Please leave a message on her VM and she will call right back. * Nick tried to walk her through a few things over the phone.
  
  9/28/21 follow up on phone calls on the 20th * Todd found wet switch tripped in drain pan in attic. Reset, found no water in pan.
  
  11/19/21 customer reports stat is not working properly. It was set to 80 and it went up to 83. She would also like the HP checked to make sure it’s running as it should. * Checked system, all operations ok. Looks like hot air from bathroom vent blowing on stat. Adjusted louvre to blow into bathroom
  
  3/18/24. Found low voltage wiring disconnected at the thermostat and air handler and low voltage fuse in air handler bypassed. Replaced fuse and reconnected all wiring to heat pump. Refrigerant pressure off, recovered unit, pulled vacuum and charged with 9 lbs. of 410.