Coolray Heating & Air Conditioning

Marc P.

Had my first experience with CoolRay AC repair yesterday, and it was very positive. Driving home in a severe storm, I found upon arrival our AC had been knocked out. Made contact at 7:20 pm from Griffin, and by 9 pm, technician dispatched from Jonesboro had system blowing cool air (required a new electrical component outside). Evening costs are higher, but I can't sleep w/o AC. Very pleased. Prompt, courteous, knowledgeable technician (Tom).

Lon N.

I have been a Cool Ray customer for about seven years. I have always been pleased with their service. They come to my house twice a year for servicing my HVAC system. They are always prompt, courteous and thorough. They most recently were at my house about two weeks ago, and as always, their service was great.

Arabia K.

I called Mr. Plumber to fix a sewage pipe. But instead of fixing the plumbing I caught the plumber lying down on my lawn sleeping. When I woke him and up and asked him what he was doing he said that he was tired and needed sleep. He then left my house without fixing the problem saying he would be back once he had a nap. I called Mr. Plumber and informed them of their employees behavior and demanded they either fix the problem that they were sent out to do or give me a refund. They chose to give me a refund. I then called another plumber who got the job done.
I thought that was the end of the story and I was willing to give Mr. Plumber a second shot. So when another problem came up I called Mr. Plumber and they informed me that the plumber was on call and they would inform me when they were available. I then got a call a couple of hours later from Mr. Plumber employee, who was very rude, who told me that because I had complained previously that they no longer would be offering me any service. Apparently when somebody complains about the quality of work they are paying for they get a red flag next to their name and they get black listed. Instead of accepting that they made a mistake their punish the customer by blacklisting them and berating them over the phone about how dare they complain. Do not use this company because the quality of their work is sub-par, their customer service is worse, and god forbid if you complain you will be chastised for it.

Dk P.

The company I work for has a contract with them. They are great, there are no complaints. They don't cost a fortune and are prompt and professional.

Hew A.

#STAY AWAY - WAY OVER PRICED: My AC went out this summer so I contacted Coolray. First issue, they missed 2 scheduled appointments. Second issue, the technician quoted me $560 to replace my blower motor and I authorized the order. A day later someone left me a voicemail stating that that blower price went up and is now $713. They ordered it without my authorization. Anyhow, I was desperate so I let them install it. The technician for some reason left old blower in my attic, so I looked up the part number (HC45TE113) and saw that it was only $294 online so basically they charge me more than 100+% markup for that part. I contacted their management Kimball Rice and he informed me that they provide a premium service at a premium price and his technician should not have quoted me anything. I understand there is going to be a markup on any service, but damn!!! I would not recommend this company my enemy!

I had a subsequent issue with my AC and had Cool Air take care of it.

Liz V.

I have lived in my home for 30-days and my AC has stopped working 3 times-all conveniently during the hottest days in the middle of Summer.

The system in the home is a year old. Every incompetent tech they send out says something new but their assumption and ""repair"" never fixes the problem.

The first ""repair"" took 4 days to complete. 4 days over the 4th of July holiday when temperatures were above 95 degrees. Not once did Cool Ray offer to bring in window AC units or take money off the bill.

My second ""repair"" took 2 days to complete. This time, it was during a monsoon rain week in mid-July where the humidity is just thick enough to make me physically ill. Cool Ray ""fixed"" the issue by replacing the condenser...on a new system?

1 week later, the AC is out again. It is day 3 and I still have no AC. It is 89 degrees in my home. I've had a total of 5 techs coming and going like a circle jerk festival in my attic. Each tech more clueless than the other. Surprise! No one has any idea why it isn't working. They claim they've done everything from replacing my thermostat to changing the filter but it still isn't working. They're coming back out today to try again...I can't wait.

Just when you think the cable company has bad window times for appointments, Cool Ray steps in to fill the void with 6 hour windows.

Cool Ray boasts that they're open until midnight yet appointments are only from 8am-5pm and there is no such thing as an emergency appointment.

Cool Ray's ""Lifetime warranty with parts"" is total bait and switch bullshit. Each new trip there is a hidden fee, part that isn't mysteriously covered, or service charge creeped in the bill somewhere.

Thank you, Cool Ray for being the absolute worst HVAC company. Your complete disregard for proper customer service paired with your incompetent ""licensed"" staff has impressed me to no end. I can't wait to fight today's service call bill with the newest accounting new hire that sounds just as confident about your hidden fees as the techs you hire.

Amy G.

I TRIED to become a customer. I scheduled an appointment for a specific time as we are unable to have maintenance appointments during business hours and was very clear at the time of scheduling about those requirements. The technician did not show at that time, but called 45 minutes late to tell me he was on the way. I told him that the appointment would have to be rescheduled. I called the main line to reschedule and ensure that the tech would be out at the appropriate time, however I was treated so rudely by the woman on the telephone I told her not to even bother sending someone else out. If you have time for and enjoy late or no show appointments, being spoken to in a condescending tone, and a telephone operator with an attitude, then this is definitely the place for you.

Kara C.

We switched from Moncrief to CoolRay for our HVAC service plan because we thought the prices were better. However, EVERY. SINGLE, customer service experience has been an exercise in frustration. Our experiences have included but aren't limited to: a promise for a return visit on our plan that never materialized even after we called to ask if it would, a large repair that resulted in a Keystone Cops-quality rigmarole of the tech coming out and giving us an estimate then customer service reps, who by their own admission on a number of occasions ""don't know anything"" about the equipment, insisting that another tech needs to come out and asses the situation until we argued that it had already been assessed (""oh, yeah, I guess so...""), and a parts deposit being run on our credit card TWO MONTHS LATE without so much as an email saying, ""hey we forgot, oops! We're going to run this now, okay?"" I'm currently awaiting their response to my request to refund the parts deposit since it was handled so badly. If they come through on that and I don't have to get my bank involved in a charge dispute over quality of goods and services, I will alter this review to reflect that. Ditto if the worst happens. Here's hoping they're willing to own their mistakes and keep a customer.

Noel D.

My mom and stepdad called Coolray to look at their AC system about 2 or 3 weeks ago after having it checked by Shumate and being told they needed a new AC system as it made no sense to fix the leaking coil they claimed was leaking. It was found out later that there was no leak.

The Coolray tech visited her home and came to the same conclusion that Shumate did - they needed a new AC system for thousands of dollars. I did ask this tech as well if a clogged air duct system could cause the cooling to stop etc. The system was recharged with 6 lb of R-22 refrigerant only a week or two prior.

My mom was charged $79 by Coolray (after also paying the same to Shumate) and left thinking that they needed to spend thousands to replace the system.

My sister paid for a Home Depot HVAC tech to pay my mom's house a visit and low and behold - I watched him test the coolant line this time and there was NO LEAK. The problem was clogged air ducts!! $200 on Sears duct cleaning and 2 weeks later the system is working perfectly!!! Yet Shumate and Coolray were telling these senior citizens that they needed a new AC system installed and that they tested it and it was low on refrigerant. I'm posting this for Shumate too.

Tiffany L.

Purchased a home where the previous owner had a maintenance contract in state. We paid the transfer fee and had a service call for a repair quote. We were having trouble cooling below 77. They replaced parts and added freon, $130 later the unit won't even turn on now. Being told they will ""work us in"" tomorrow and that we might still have fees apply to the visit if the freon needs refilling and there is a leak. I asked if we could refuse the repair to avoid the fee and was told no. Not happy, the first man who came out was adamant about selling us a 10,000 unit we had no intention on buying. CoolRay offers free estimates for those quotes, so why are we paying for them to sell us a new unit and give horrible customer service on a maintenance contract. It runs out in August and I doubt we will be continuing with them. Shame because I've heard so much good stuff about them. The customer service people are hit or miss, either very helpful (like when I scheduled our first repair) or completely miserable and not sympathetic to our problems or helpful. (Like today) never once when I called did she apologize for the inconvenience (which I though should have happened considering things worked before we called them) so red in the face.



Update 7/2: so, we booked a furnace replacement and come to find out they were going to try and sell us a variable speed furnace that in the end wouldn't be compatible with our AC unit.. So... We ended up going with Moncrief and I recommend anyone looking to replace something do the same... They quoted us the same price and were willing to spend double the time in labor installing the unit... Not to mention they are relatable and not sales pitchers.