ComplaintsforJoe Cool's Cooling & Heating

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  23 Sep - *** was dispatched to my home through my home warranty company (***) to assess an issue with my ac unit blowing but not cooling my home. ***** assessment, the condensing coil (**) is cracked and allowing the refrigerant to leak out. In his invoice, he provided me before leaving my home, he stated, "No Cool!; Found no 410A in system, leak search - leaking at bottom of condensing coil; Need to replace ** or heat pump." However, I then received an email from my *** stating, the job had been DENIED! The *** they stated, the contractor notes indicates, "Condenser Coil Failure; no Freon in unit, performed leak search and found a crack at the bottom of the condenser coil // caused by not normal wear and tear." The *** representative stated, "the technician indicated that the crack was caused by the ac unit being bolted down." Thus the reason for their denial. I immediately requested *** provide a second opinion. The 2nd tech confirmed the ** crack; also stated, "the bolting had nothing to do with the ** crack." I contacted code enforcement; bolting ac units is standard; would not cause damage to **. I contacted *** (spoke with *****) to inquire as to why he believed that to be the case and why he didn't put that on the invoice he provide me. She stated, "*** says, the manufacturer (****) doesn't recommend the ac unit be bolted down." I contacted the **** (******* - ******** ************), and she stated, "the system being bolted down would not cause any damage to the **; having the system bolted down does not void the warranty. My ac unit is under warranty for all parts. The **** even sent out a tech to assess my ac. The **** tech confirmed the ** crack, and confirmed the bolting was not the cause of the crack. I contacted *** (*****) again to inform them what the **** had explained to me, offered to provide them the ******** to the **** person I'd spoken with. ***** became defensive and stated, "well he's not changing his diagnosis!"CBW ********* (Retired)

• Initial Complaint

  02/06/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  The company installed a furnace in the attic area. When the heating failed to work and several calls were made to American Home Shield, there were several different HVAC companies that looked at what was installed and what was documented as installed and noted that the documentation and the actual installation did not match. Basically, the company wrote down one thing and did not install the system to what was written. As a home owner, I am not familiar with the systems and was unaware of the failure until it was brought to my attention by the inspecting companies that says it need to be brought up to the ** level as it will not operate properly if it is not., I contacted the company and They initially did not want to talk to me and said we did it right without offering to fix it. I complained advised I would file a complaint and then that said well we will see if AHS will authorize it to be fixed. So, I decided to give them the benefit of the doubt and *** denied this an the company again refused to fix an improper install. Basically, they said they installed 15kw and the other technicians note there is only 5kw installed in the unit. To me they are guilty of theft for a failure to honor a work contract. I intend to get another company to fix this issue. But this company has no integrity.

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