Cool Air Usa

Called this company for ac drain blockage.. technician came next day and was able to point out other things happening with the ac..

fixed everything but not the drainage problem.. then was charged a separate charge from the technician.. second technician came next day.. unable to clear line..

suggestied we spend 350..

for extra work on pipe and a flow switch.. but not addressing the blocked ac drain

I called these people (cool air pembroke pines) so they could come and fix my a/c but I never received a returned call . 2 days later they called me and ever since then they don't stop calling. I've blocked them but they keep on leaving voice messages.

Purchased a brand new unit (inside and outside) in 2011 from Cool Air, USA. After my initial experience I vowed that I would never do business with them again and wrote a factual and honest review online. Approximately 2 years later I received a call from Sean in Customer Service at Cool Air. I was surprised by the call and the length of time for them to even acknowledge my dissatisfaction.

I thought the call was a great gesture and thought that maybe Cool Air was moving in a different direction to ensure great customer service and follow up. Sean offered a complimentary service check on the system. I agreed. What I experienced was the same poor communication and lack of punctuality that I wrote about in my earlier. After several appointment set up calls and follow up calls by me, a technician show up after 7pm and checked around the inside/outside of the unit for about 10 minutes outside in the dark - he left in 10 minutes. Due to this recent experience I decided not to modify or update my review - although I appreciated the call - over 2 years late - not much had changed in their customer service based on my dealings with them.

Fast forward to July 2014 - the unit stopped cooling and was blowing out warm air. Since this unit was barely 3.5 years old I called them to see about fixing it and being covered under their warranty!! Boy did I make a big mistake. Although I'm the one dealing with them the unit is at my parents' home - they are both elderly - 88 and 90.

On the first visit in July 2014 - my parents' had to pay $398.97 - this was for freon (they claimed the system was extremely low remember they had just done a complimentary service call recently) and service call just to get the unit working - mind you this is July in Florida. They said that the unit needed a leak check and that would cost an additional $385.00. When we inquired about the unit being 3.5 years old - of course the answer was "NOT COVERED." We passed on the leak check and additional expense.

Less than 2 weeks later - this is now August 2014 - the unit stopped cooling again. We called them again and reluctantly paid the $385.00 for the 24 hour leak check with a possibility that whatever may be wrong with the unit may be covered under the warranty.

So now we have paid almost $800.00 on a 3.5 year old unit and still don't know what the issue is. On 08/13 they came back to see the results of the leak check. They advised us that there was a leak on the coiling unit (coils) and it would cost $700.00 to replace. We were told we were lucky the unit was under warranty or it would cost much more. The replacement part would be delivered and installed the next day - BUT we had to prepay online the $700.00 - remember this is August in Florida and we are dealing with two very senior citizens!

So the comedy of poor communication and errors begins again! We went from next day repair service call to next few days; we went from the replacement part being in stock; to needing to be shipped, we went from they are on their way to we have not received the unit via FedEx yet. Each time a different answer.

The final outcome was that the part was installed late - so after a few miserable nights and much expense the unit was fixed. To say that I was at my wits end is an understatement. The gentleman I dealt with on the phone who got me at my worst was Justin; he was very empathetic and offered to refund us $350.00 for the poor communication and service - which although a step in the right direction does not solve that even with the refund we (my parents on a fixed income) had to pay $1,133.89 out of pocked on a unit installed early part of 2011.

I blamed myself for dealing with them again and getting into a predicament that due to the dire situation of summer time without air conditioning for elderly folks and hoping that warranty would cover the work - I was stuck with them.

Story does not end and shame on me - late 2014 we had to call them again since the unit was not draining outside correctly. We flushed the pipes and ran a hose through it to ensure there was no blockage. So we called them again to see what they can do since they are the ones that installed it and if they would honor any type of warranty. The technician shows up to my parents' house and tells them that they need a motor that part will push the water out and it will cost $500.00.

My dad called me and put the technician on the phone - I asked about the warranty since they are the ones that installed the entire unit - of course the answer was "NOT COVERED." I tried to push back on the phone and his reply was “What? Do you want the job done for free? My parents told them to leave our home.

We called another company who fixed the poorly placed drain pipes and only cost my parents $90.00.

It took me a while to get back on Angie's list to write the review. This has been the worst sales/service experience I've encountered in South Florida. We have purchased new homes with new units that have worked great for 10 plus years with regular service calls - never thought we would be spending over $1,100.00 - on a unit that was less than 3.5 years old which cost $4,200 out of pocket to us and this is after FPL rebates.

Read the reviews and be aware of the inconsistent service and reviews please also look at their ratings on the Better Business Bureau Site.