Complaint Review: Cool Air USA

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.