I'll give 2 pointers first because as a territory manager for a popular company, I believe in offering honest, fair and professional reviews and service to customers. Cool Air USA did initially impress me with their customer service. The agent was very professional and scheduled a service call within a few hours on Wed 11/23. Also the tech worked very quickly, getting my air running cool within 30 mins.
2 techs came to my home (only 1 worked). I explained to the tech that my thermostat needed replacing. Once replaced, I received no answers to my questions on programming the new thermostat. I later found out the tech installed a cheap non-programmable unit. (My original unit was a programmable unit.) When asked about the charges, he said it wouldn't be much because of the quick time to repair. The tech said they bill affordable labor rate part.
On the invoice both labor and parts were combined as $249. The pro1 T701 model thermostat costs under $50. They refused to accurately write the parts and labor charges on invoice. He circled the wrong parts on the invoice and placed the the $249 next to another part, not the thermostat. I was later told three different things about their charges by management:
1. Hourly labor rate of $125 part ($49) 2. Hourly labor rate of $150 part ($49) 3. Changing the thermostat is a package deal of $249
Another issue - I told the tech that I didn't need the hard start. He replaced this anyway and added $179 to the bill for the charge. My total charge was $680 for less than 25-30 min of service and 3 parts that run under $50 as quoted by the office. At the highest rate (later quoted by office) of $150/hr (or $75 for the 25 mins) and $150 for the 3 replacement parts the bill should have been $225-$300, meaning I was overcharged by almost $400-$475!
That afternoon the office manager promised to email me the accurate charges. After I got off the phone with the manager the technician called several times, harassing me about calling management.
I never received the email so I called Sunday morning 11/27 explaining I really needed the detailed charges to be sent to my landlord. I was kindly told the corrected invoice would be sent over within 20 mins. (No Surprise... Noting sent again) When I called back to inquire, the "GM" got on the phone yelling, intimidating me to drop the request for the detailed charges.
Cool Air USA gives small businesses a bad name! Please avoid, find a reliable BBB company only. Don't make the same mistake I did. Don't rick being victimized, cheated and harassed by Cool Air USA.
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