Coolray Heating & Air Conditioning

PJ P.

Initially I was told I wouldn't be receiving a refund. However, someone from accounting called me back and had a refund check issued and in the mail immediately and I received it late last week.

Daniel H.

I called them over my previous vendor (Ace&A) because the company name Coolray was on the HVAC unit. Bad experience from the beginning. Call center was rude to my daughter-in-law. I subsequently called and J####s was rude to me as well.

Next day I called and told service person the likely issue and to please relay that to the tech. Well, that didn't happen. Tech arrived and deduced the problem was as I had explained, and he didn't have the parts in the truck. He then gave me a quote that was simply way out of line. I mean way out. When I discussed next steps he said I'd have to pay a 15% depsit on the part. In 40 years of home ownership dealing will all sorts of vendors, I've NEVER had to make a down payment on a part. Unbelievable.

I'm going back to Ace&A HVAC. Family-owned business. I suspect my experience will be much better.

Susan C.

I love using Coolray because they consistently provide quality service. They recently replaced both of our furnaces and thermostats and the process was smooth from sales through installation. This week we had an issue with one of the thermostats and tech Jesse Clark was sent out to take a look. He not only repaired the thermostat but also relocated it slightly to take advantage of the stability offered by studs rather than have it anchored into the drywall, which was causing issues. In addition, he gave me quite a lesson on how to use the thermostat, which is a complex little state-of-the-art item. Finally, he checked everything out, including the furnace, to make absolutely certain that everything was running tip-top.

Keith E.

We've been long time Coolray customers, even signing up for a multi-year service agreement with them. But something's gone horribly wrong with their customer service; we won't be renewing, and will be looking for other options. My recommendation is to steer clear of them.

To give our most recent example:
- We have a scheduled maintenance booked for between 8-noon, and I take the morning off from work so I can be at home. About 11:30 no one's showed up, and I call the office to be told they'll be there between 2-4. Why do I have to call to find this out? Why couldn't they have called me? I tell them that I have had to be away from work and I'll have to take off the afternoon but they promise me the service person will be at my house between 2-4.

- 3:30 I call again and get told someone will be there ""by 6pm."" I tell them that's unacceptable, as we have to be away for the evening, and the person absolutely has to be here before 5pm. Just as we're heading out, 5:30, the service person shows up, starts the job, says it'll take longer than the time we have, and so leaves with the job incomplete.

- We reschedule *again* (for today, as I'm writing this) for noon-4. Guess what, no one shows, and we don't get any call letting us know that the person won't be there. TWO DAYS now I've taken off work. When I call the person at the desk says we'll have to book for YET ANOTHER day--making it three days off work. After talking to a manager they tell us someone will be coming later today. We'll see...

I would never book an appointment with a company and then not be at my house when they show up; it's unfair to their workers. How Coolray thinks it's apparently fine to simply not show up for a scheduled service call is beyond me, especially since--like many people--I have a job that I have to be at during the day. To compound this, we were never notified about any of these delays; we had to call to find out about them.

Coolray has some solid service technicians, but I can't in good conscience recommend them until they get their scheduling and management practices sorted out.

Robert H.

DO NOT USE THIS COMPANY. FLAT OUT. JUST PICK ANY OTHER COMPANY AT RANDOM.

Now, I need to be very clear here, there was no physical assault. None. But I will never have them out with a tenant alone again.

Today I ended my business with them after 9 years. They used to be honest and have quality customer care. What happened?

I have a young, single mother as a tenant in one of my homes. She called one night and told me the furnace wouldn't stay on and I immediately called Coolray thinking, no worries, they'll fix this in a hurry. Then it went really bad. It was an after hours call, with me at the hospital, not able to be there personally. Thank God my brother lives down the street. She texted him after the technician had been there for over 30 minutes, saying she felt uncomfortable, it was awkward, and the technician had the system up and running but was only checking the vent in her bedroom for some reason. My brother flew over there and found out the technician had made a comment similar to ""I don't want this to break down during the night, maybe I should just make a bed and sleep here."" Now, maybe it was an awkward attempt at humor, but I don't care. You don't make that kind of comment in someone's home, especially at night, when a single woman is there by herself. Period. End of story. After attempts to get him to leave, my brother finally had to shut him down around 11:00 PM and tell him she had an early start in the morning. He finally left and I apologized to her, asking if she wanted me to call Coolray and speak to a manager, which she politely declined. I also offered to call Smyrna PD and have them drive by the house that night, which she again politely declined. But, she gave me permission tonight to write this. I was mortified. This is not libel, this happened 03/17/2018. The Location ID was 1274916, Call Slip# 1902370. I have the text messages exchanged with my tenant. Oh, and the cost was $109.00. Remember that for later. $109.00 for an after hours call, problem was solved.

Now today, 05/10/2018. Location ID 1293352, Call Slip# 1929016. My brother from above is also renting a house from me. His air conditioner goes out. No worries, my brother can be by himself with a tech, call Coolray. They arrive at 4:00 PM. The tech sees the problem: a bad capacitor and a single pole contactor. Simple replacement. I told my brother fine just get it done and move on. He calls me back and says the charge is going to be $191 for the capacitor and $189 for the contactor. That's $380 plus a $69 ""service fee."" The technician had already been given the go ahead, and he was taking the parts out. I started looking online quickly because these prices seemed a little high. Yeah, they were.

Capacitor is an AmRad USA2236 - $27.46 on Amazon, and it's Prime.
Contactor is CTR02579 - $15.99 on Amazon, and it's Prime. Use those part numbers and see for yourself. Go to Youtube to see how to install them. The parts are on the truck, he didn't have to go get them. So Parts let's call $45 for sake of argument. 36 minutes later the work was complete. In the middle of this I'm calling Coolray as fast as I can to get an explanation for the ridiculous charges. I finally get shuffled around to a ""VP"" that's telling me well, there's overhead, the truck, the tech, his expertise, industry standard flat pricing, they get there quicker than most, and business expenses. I ask him what the prices for each part are, and he just tells me the $191 and $189 and he can't break it up. I tell him exactly how much the parts are and he just starts repeating the above ""expenses.""
Now, I've got a college degree from one of the major schools in Atlanta and own 2 small businesses. Don't talk to me like I'm an idiot. I know you know how much those parts are. And that you get them cheaper than they sell on Amazon because you have suppliers and buy in bulk. I know these 2 parts plus 36 minutes labor doesn't cost $380 + $69 ""service fee"". Remember the $109 from above. I know about overhead, taxes, labor, vehicle depreciation, etc.
So let's run some numbers: $380 in parts/labor + $69 service fee. Rounding labor time down to 30 minutes, because it's easier and maybe the guy was slowed by us asking him to explain why this is costing a car payment.
That's $449 for 1/2 hour. $898 an hour. With 8 work hours/day, that's $7,184/day. 5 work days a week is $35,920. Call it 4 weeks per month and we're at $143,680. That's a grand total of $1,742,160 per year. And this is just for the work of that one technician alone. Of course, those numbers are just rounded and silly, because there's holidays, travel, slow days and months but come on, this is flat robbery preying on the unsuspecting.

So now I can't trust Coolray with tenants alone, and I can't trust them not to rob me when I'm not thoroughly researching every problem beforehand. What good are they to me? These are 2 major strikes. There will not be a 3rd.

Jim F.

Now I know how Coolray makes their money - they rip off repair customers by charging for replacement parts at much much more than their cost. Two replacement parts cost $57.15 plus shipping. Repair quote of $1014 to cover two roughly one-hour visits plus the parts. Go figure.

Kurt L.

I didn't have a good experience with Coolray. I called around 7:30pm because my heater went out and it was supposed to be below freezing. I looked for HVAC companies that worked later in the day and Coolray popped up. Technician showed up at my house around 11:00pm I walked with him down to my HVAC unit and he looked at the unit for about 5 minutes and told me it was my gas valve. He mentioned my unit was from 2001 and that he was surprised it even lasted that long. I was very confused because I had just moved in a year and a half ago and when we purchased our house they said it was brand new. The technician went back to his car and then knocked on the door and told me it would be $900 to fix. He then went on to say due to the age of the unit I should probably go ahead and replace it. He said a salesman would be calling me shortly about having it replaced. At 11:15ish a salesman called and went on a long pitch about how I should not only replace my furnace but my entire HVAC. He asked if I wanted to do it and I said no because I wanted to look into it a little more. After the phone call, I went downstairs and took the serial numbers off my HVAC unit. I plugged them in online and found out it had been manufactured in 2016!! There was even QR codes all throughout the inside of the unit. I was very upset and genuinely felt like someone was trying to rob me. I called the manufacturer the next day who told me if there was a parts issue it would still be under warranty. I called Coolray and they had a supervisor call me. The supervisor said he heard their was a discrepancy with the serial numbers. I told him there was no discrepancy because I never even saw the technician write down the serial numbers. He said he would could fix it for $200 and would send someone out. Ultimately my heater was fixed for $309 for the service call and labor. This was a very disappointing experience. I still don't feel good about the entire situation. I will certainly be telling friends and family this experience next time they need HVAC assistance.

Jeff C.

I would rate Jorge the technician 5+. He was very prompt, courteous and professional. We paid for an HVAC inspection due to the age of our unit, not for any issues, just peace of mind. After a detailed inspection of about 3 dozen items. Jorge mentioned a capacitor was metered at 4.1 when should read 5mfp +/- 6% (.03) Translates to a range of 4.7-5.3. I asked if he had one on the truck and what the price was.... When he said yes, he has one and they are $222.00. I was shocked, thought maybe he meant $22.00. I showed him where they list for about 10.00 from Amazon. He offered to show me the book and I told him I believe him. Having worked in corporate aviation, I understand marking up low cost items. I'd pay 30-40 bucks for the convenience, and having it done on the spot. But not & 220 for a one screw, and two wire capacitor. Then came the $25 dollar water pan drain safety switch quoted at $188.00. I did not get that from CoolRay either. I thanked Jorge for his time and the inspection. Well worth the $118, he cleaned both units while inspecting, was super nice. He spent about an hour doing his inspection and replaced the air filter. I'm sure, we will have them return next year. Just not prepared to get my parts from CoolRay.

Matthew O.

This is in regards to Britebox services which is a subsidy of Coolray.

Having worked in various customer facing jobs throughout the years I have learned that how a company reacts to issues is far more important than the issues themselves. While every company probably strives to be perfect the first time out, companies are generally composed of people and people are generally pretty fallible.

I contacted Britebox to have them install a pull down tv mount above the fireplace in my new house as well as installing a soundbar below the tv on the same mount. They arrived on time for the initial appointment and got everything together other than the soundbar because the mount they had didn't properly support the soundbar. The sent someone out a few days later to mount the soundbar with a different setup. Unfortunately during that process my TV wasn't supported properly and ended up with a bend in the screen.

After contacting Brandon at Britebox they showed up with a brand new screen (65LGB7 OLED, so not a cheap replacement) yesterday as well as a new bracket and mounted everything perfectly. Would I have been more excited if it had just been perfect the first time? Sure. Did they leave me satisfied as a customer? Yes. Taking a crappy situation and making it one where a customer would recommend their services to anyone that asked is no small feat.

Daniel D.

Coolray did contact me about my concerns with BriteBox and full disclosure they worked with me about the charges which helps and i appreciate Cindy's efforts. I have not changed the rating as the issues listed other than the $$ amount remain the same. I use Coolray for HVAC and Mr Plumber, both do a reasonably good job.