Report: #802093

Complaint Review: Cool Air USA

  • Submitted: Sun, November 27, 2011
  • Updated: Sun, November 27, 2011
  • Reported By: qualitytt — davie Florida United States of America
  • Cool Air USA

    davie, Florida
    United States of America

Cool Air USA Management and technician Inaccurate Billing/ Aggresive Rebuttal davie, Florida

*REBUTTAL Owner of company: Please call us 954-915-1155 ext 208 ask for Maria

Show customers why they should trust your business over your competitors...

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.

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This report was posted on Ripoff Report on 11/27/2011 01:32 PM and is a permanent record located here: The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 REBUTTAL Owner of company

Please call us 954-915-1155 ext 208 ask for Maria

AUTHOR: Air USA Inc. - ()

My name is Maria I am in charge of Customer Assurance Rapports. Please accept our sincere apologies for any inconvenience you may have experienced as a result to our service. Unfortunately, we did not meet your expectations. This is certainly not the way we want our customers to feel when we finish a job.  Our Customer Concerns is important and we take pride in ensuring everyone's satisfaction.  We strive for perfection, I am providing this number 954-915-1155 ext 208 or Sean ext 200 so you may contact us to resolve all the issues you mentioned. I welcome your questions and comments regarding this matter and look forward to speaking with you.  As a testament to strive for perfection we take the added steps to ensure that we provide you with the highest level of service simply because our customers are important to us and they deserve the very best.

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