Cool Air Mechanical

Fer C.

I was approached by one of their Costco sales rep and after chatting with her they respected my request to not be called. Top marks for that.
When I was ready to replace my water heater, I got a quote that was higher than expected, but I decided to go with them for the Costco rebate and reputation.
First, the constructive feedback: their phone/office people are awful. For this, I rate them 4 instead of 5 stars overall. Their back office people deserve a 1 star. They need better customer service training.
The day of my appointment, I waited until AFTER my window passed before calling. The phone rep said the original installer decided not to come because it was a shorty tank and he didn't like those, so they switched to another tech. So I waited the whole 2-3 hour window, with no notification that they would be late. I was pissed. I wasted 3 hours waiting. I finally requested them to send me the tech who quoted me the work.
The other demerit was the plumbing customer support. I had a quick question about installation code since an inspection revealed something that turned out to be nothing. Instead she insisted on sending somebody out and charging me. I just needed somebody to check a picture and tell me it was done correctly. That's all.
As for the positives: Antown (don't know if I misspelled) the technician who quoted and installed my shorty tank was super professional, efficient, and careful in his work. He took care to protect the walls and surfaces around the work area. Very helpful in explaining things and skilled. I give him 5 stars.
Danny Glass the plumbing manager is great as well. When customer support via chat took my info, he quickly emailed me and we chatted over the phone about my question. He gladly looked at the picture and sent me a summary over email for my records. I give him 5 stars.
If Cool Air trains their office/phone people better to give GOOD customer service, this shop would be 5 stars all around. The skilled technicians and managers are the ones that shine brightly for this outfit.

Evan T.

We were getting cold and our HVAC was not working. Troy from Cool Air Mechanical came and found that there was a bunch of insulation clogged in our HVAC and had the issue resolved and our heating and AC back in working order in less than 2 hours. The cost was reasonable and the employee was very polite.

James B.

Well I needed a new air conditioner for my rental house. I had already replaced two conditioners and the furnace at my house using cool air mechanical. I was thrilled with their service and pricing and also working with Costco. Tony Is the best! He explains everything perfectly as far as what they will do and the pricing. He follows through and the product works like a charm. The air conditioner is so quiet I can barely hear it. I highly recommend them and they go above and beyond expectations! They even replaced some ductwork on my furnace As they like to do everything correctly. Great bunch of people!

Gail N.

We have purchased two Lenox HVACs from CoolAir via the Costco promotion. The Sales Manager was very thorough in answering our questions. Both installs were done on time and professionally. We have a service contract on these units as well as a third older Carrier unit installed by previous owners. CoolAir has kept a regular cadence of scheduling our bi-annual service visits. The prices for install and service are commensurate with others found on Angie's List and better than the other company the prior owners used, that were subpar, at best.
We also recently used their plumbing service and were extremely satisfied. I am giving 4 stars instead of 5, because there is a disconnect sometimes when you call the office with details on a needed service and what is actually communicated to the service technician or plumber before they arrive.

Jeffrey K.

We purchased two new HVAC units from Cool Air through Costco around June because our old units finally bit the dust and lord knows you can't survive an Atlanta summer without air conditioning. We usually have a lot of confidence in the products, services and warranties that Costco offers so we went with Cool Air.

The installation process seemed pretty straight forward and I ended up buying a new Ecobee thermostat for the basement unit as we have two other Ecobee thermostats in the house. I thought it would be easier to manage and the installer was kind enough to install the new Ecobee. We finally had cool air flowing through our home once again and everything seemed to be great.

Here's where it turns. The weather started getting cooler in the latter part of fall and into the winter. For some reason our basement Ecobee thermostat continued to give us warnings that ""the auxiliary heat has been running too long."" We just assumed that the unit may be a little sensitive and shrugged it off. However, when it came time to do our winter check up on the units, the tech that came out mentioned that the installer improperly programmed the Ecobee for the basement to only run AUXILIARY HEAT.

I went and looked up the history of our heating bill from last year as running auxiliary heat is like putting the petal to the metal in your car. Our gas bill was $20 more in one month from the previous year. As many of you know, this winter has been a historically warm winter. So how is it that a brand new unit that is way more efficient with the combination of a historically warm winter, made my heating bill more expensive compared to what it was last year when it was much colder and with an 18 year old unit? Because the installer programmed the thermostat to only run AUXILIARY HEAT.

When I reported this issue to one of the supervisors, Cindy Weinberger, she assured me that she would find a solution for the problem. I requested that either they would reimburse me for the overage in my heating bill or offer some kind of complimentary services for the mistake. She said she would call me within 24hrs and update me with what they could do. 2 days later, I hear nothing from Cindy.

I decided to reach out to Cindy to get an update. I couldn't get a hold of her over the phone so she gave me the option to text her. Instead of offering me a solution she responds, ""'the units were installed in May of last year."" I promptly asked how that was relevant and she responded, ""did you notice a problem then when it was installed?""

Okay, I'm not a professional when it comes to HVAC services but it doesn't take a rocket scientist to figure out that the auxiliary HEAT would not be an issue when it's between 80-90 degrees outside for several months in the summer and fall. So instead of taking ownership of an issue that they created, Cool Air tries to find a way out of taking the blame for the problem.

I am extremely disappointed with the service that this company has to offer and my family is obviously being treated as a transaction instead of a relationship. To add insult upon injury, they were not the cheapest quote I received. Some other local companies offered a better price for the same units and install but I went with Cool Air anyway because of their connection with Costco. Boy what a mistake that, that was. You would think after spending more that $15K with a company they would try to offer some kind of continued relationship.

My suggestion, go with a smaller and local company that actually cares about their clients and not Cool Air. They will no longer be getting any of my business in the future.

Mark W.

I am not commenting on their equipment or installation. I am commenting on their customer service. I was looking over my 95 year old mothers credit card and checking accounts. I noticed Cool Air had charged for maintenance agreement near the beginning of December on her credit card and then noticed the same charge to her checking account about 15 days later. I called on January 2nd. The person I talked to said they only showed one payment but said they would talk to the accountant and get back to me. 7 days later they had not contacted me so I called back. Receptionist transferred me but no answer so the call re-routed to the receptionist and she said she would have someone to contact me. As of January I still have not heard from them, I contacted the bank and disputed the checking account charge and the bank reversed it. Such bad customer service

Liz F.

Just wanted to post about their less-than-stellar customer service on their Service Agreement. I've had their HVAC unit from Costco for several years and recently (maybe last year) bought a multi-year service contract. It appears that I've committed to them with a large $$ amount but they don't follow-up with me to make sure my 2 services/year are scheduled. When I called today, the girl I talked to (didn't get her name) seemed irritated when I tried to clarify how the program works. She said I was called in the spring but I didn't call back. But apparently THEY didn't call me again AT ALL the rest of the year. So when I called today - the next-to-last day of the year, I had to schedule for January and therefore received NO services for 2019. When I told her I had always had the company I used before make sure they reached me for the appointment, she claimed it's 50/50 and if I didn't hear from them, I need to call. Honestly, I paid a lot for the service IN ADVANCE and I don't think I should have to remember to make that call. Surely in this day of technology, they have a reminder program to call until they reach the person and make an appointment.

The tech's are usually good and seem competent, but I'm not sure I'd recommend using them for a service contract if I have to remember to call and NOT them!!

L. J.

After the purchase and install of my new HVAC system through Costco, CoolAir was called out to the house for issues regarding loud ticking noises coming from the ceiling/ walls that led to the outside unit. These sounds announced themselves at 3am and were concerning. Once CoolAir fixed that issue, as a part of the purchase agreement from Costco, CoolAir was to come out and check the system once last time before the first year was up.

When the tech showed up, late summer, I explained to him that there is some sort of water leak coming through the ceiling just below the water lines that led outside. The tech spent some time up there and ultimately blamed the leak on the new roof. After he left I marked the water stain lines on the ceiling and watched to see if they would grow. Over a two month span of heavy rain in Cherokee County the stain did not grow. I am assuming he fix the leaking line in the attic.

Due to the difficult install and ceiling leak, I did not have a good feeling about purchasing a yearly/or a 3yr. maintenance plan from CoolAir so I nervously past on it. Now that the heat is officially ON there is an occasional unpleasant, gross, oder coming from the vents. The smell comes and goes. Going with my instincts only, I am now on the hunt for a reliable HVAC company that can service my new Costco unit. Wish me luck.

O- C.

This saving grace for this company is their technician Jamarus. He's so good. Thoroughly explained everything, works really hard, and went above and beyond to make sure my HVAC was fixed to my satisfaction unlike the customer service, which was terrible. I realize what they got in an employee like that. Five stars for the tech!

Ping Yee T.

On 8/26, technician (Barry) came to my house for a diagnostic repair. Our heat pump is not cooling. Was quoted over $500 to diagnose leaks. We were kinda in a bind as we need to get air back quickly so we authorized the work. Technician said we should be getting a quote on the evaporator coil the next day. He said to call after 10am if we don't hear back. We called, a service rep (Tiffany) said she will call me back in 10 minutes. No call back. I waited for a few hours, and called again. The same service rep said she will call me back after contacting the technician. No call back. I called again, spoke to another service rep (Derek), after telling him my situation, he said ""I don't know, I don't even know who you are."" At this point, I am frustrated and do not appreciate the response. Couldn't he had said, ""who am I speaking with?"" I asked to speak to his manager. Alisha got on line. I described the situation to her. She can't help either. This company was rated so highly on Google but I am very disappointed with their level of service. After all the above, I still can't get a quote to replace the coil.