Cool-Way

This company was bought out by One Stop Cooling and Heating and I REALLY don't recommend that you use them, unless of course you enjoy being jerked around and lied to for a whole week without AC in 95 degree weather.

Will is an awesome technician & I would not hesitate to recommend him. Great customer service, very friendly, very respectful & gave good recommendations & feedback. This is my second time working with Will since Ben left. He was on time - actually arrived before scheduled time which I was only too eager to facilitate. He made up this time for not showing up last week because of office miscommunication. Also, he called & left a message with his ETA. Kudos to Will as it seems that he goes above & beyond & has the CoolWay's best interest at heart.

Please convey my appreciation to Will & he deserves an above & beyond award. Also, I want to also recognize Erin, the new staff member. Erin epitomizes excellent customer service. The way she came across over the phone was friendly, personable & she was all about placing the customer first. She contacted me on numerous occasions & probably never got a return call from me. However, when I called she was so accommodating & let me know what to expect since I opted for an early am, first thing appointment.

She set my expectations by letting me know that anything could happen where appointment would have to be rescheduled & suggested maybe an evening appointment instead. She didn't over promise knowing that the service could be rescheduled if an emergency came up. I like that, I appreciate that! Also, when things went awry with my scheduled appointment because of office miscommunication, Erin didn't try to tell me all the reasons why.

She listened & then she apologized & accepted responsibility. This was a vast departure from CoolWay's previous office staff & protocol. Too often, businesses fail to understand that the customer don't need to know the whys, customers just want to hear how you are going to fix it. Please convey my appreciation to Erin & she deserves an award as well.

In our company customer service comes first because that is the only way we can compete in our marketplace so our emphasis is always on excellent & above & beyond customer service. It was nice to experience this on the other end of the line.

Although I really liked the technician that came out, they completely overcharged us. They charged us $828 dollars for the exact same service that Del Air would have charged $472 for. I would recommend having the job diagnosed and then calling around for quotes. I called them and gave them the opportunity to explain the difference. Their only response was that they must have more overhead than Del Air. I will not be using them again.

Cool-way told me that my air conditioner was: (1) leaking freon, (2) completely out of R-22 freon, and (3) the compressor was seized. I view this as fraudulently reporting as a part of their sales tactic get me to buy an entirely new air conditioner system. Because of their reporting this to my home warranty company, I was required to pay for a leak test on the system, which I view as done under false pretenses.

After my home warranty denied my claim entirely and I was out $300 so far, I called a completely different a/c company who reported that my system (1) was NOT out of Freon, (2) was not leaking Freon, (3) the system would only take $90 worth of the expensive R-22 freon before it was clearly too full, (4) and the compressor was not seized. To add injury to injury, the new a/c guy reported that my fan blades on my compressor had been bent.

Oh the accusations I want to add to my opinions here. I view Cool-way's acts as unfair business practices and have already filed a BBB complaint. Also looking into what rights I have with the Attorney General and the Dept. of Business and Professional Regulation.

Pros: The entire staff including the field installers was very nice and friendly. They appear to have a world of knowledge. Grate people from Tennessee and very hard workers. Cons: They did not do what was in contract. (My Fault) for not pushing the issues. It appears that thy don't like getting back with you. Not even on estimates. I have ask a number of times.

They do not like giving information on you system when you have a question about a recall. Then I so stupid I let them come back for my one year check up on my system the new system and agin I ask for estimates and and even called them and still haven't heard back from them. Recommendations: I will not use them agin and nor will I recommend them not even to my worst neighbor.

Professional technicians that care about you. They were timely, explained process, and a/c needs. The cost was lower than anyone else with quality work. They do work and talk at the same time so your not paying for talk time. I have recommended them to friends.

This company is very tricky. 2 months ago I was out of town and AC stopped working, I called several companies for an emergency service, since they could fix it right way, I chose them(that time I didn't realize I should have called DelAir, the local market leader). Their AC technician actually had very rude attitude when talking on the phone with me, however I had no choice then.

Yesterday the same AC unit stopped working again, I was out of town on the road, and thought it might be the same problem and Cool-Way should give the warrantee, so I called them again around 2:15PM though I was unwilling to. The AC technician showed up in 2 hours at 4:20PM and said the motor was broken, he had to go to downtown warehouse to pick up a new part and get back to me the next day. Considering the travel back and forth and working in the hot weather and the part, the cost would be 780 buck under warrantee, 1700buck without warrantee!

I was shocked and very doubtful. Then I called DelAir, ordered their service call again. DelAir Tech responded in 5 minutes and showed up in 30 minutes, very quickly the nice technician fixed the problem, only cost me 260bucks! It was definitely not motor's problem, the connector instead! I was so happy, but very sad about Cool-Way's job, would strongly recommend DelAir, and definitely avoid COOL-Way forever!

These people are awesome. Very fair and they know what they're doing amazing service like the old day's No need to look any further

Terrible company, i paid for fix the ac but it doesn't work after 2 hour since they fixed and they didn't responsible what they did, im lost money and i get nothing, omg they said fix the leaking 4000 dolar, omg omg robbery

My A/C didn't work. Therefore, I called Cool-Way for a check up. They informed me that the A/C is out of gas and charged me $119 for diagnosis. After fixing the problem and charged me $531, the A/C was still not working. I called them to complain, they came back and told me that it is leaking. And it will cost $4000 to fix it. They would not refund the$650 ($119 and $531) for refilling the gas unless I fix the leaking with them.

They mentioned that if I pay cash for them to fix the leaking, they would give me a discount. The problem was if they diagnosed it properly, I didn't have to pay to refill the gas. This is a terrible company, not just bad service but also unprofessional. After they left I called another company to come to take a look. They just spent 1 and a haft hours to fix everything only for $420.

We paid $420 which included diagnosis, leaking fixed, gas filling and changing the box (which box that Cool-way offered $300 for fixing). I am writing just b/c i want people be aware of what i've been though, I don't want more people to have a bad situation like i did. I wish i find out that company before I contacted COOL-WAY. Well, I learned my lesson.

Russell was very knowledgeable and enjoyable. He eevn helped me fix the front door! A great and thorough company!

Cool-Way A/C and Heating is very customer friendly. Our technician Tim has been to our house on 3 different occasions. The first was when we purchased our two new units. He was very knowledgeable about the equipment and let us feel comfortable about which unit to purchase for our particular needs. He laid out all the information very clearly. Our second encounter we had an issue that was quickly resolved with no cost to us whatsoever.

He was out that same day. Our third appointment was our regular maintenance on our brand new units (no cost to us). Tim remembered our home and where everything was. We highly recommend this company and Tim.

Ben is a true professional and should be commended on how well he describes what he has done to service the A/C Heating System which we bought 6 months ago. Our system is in good shape and he recommended getting a leaf shroud to put over the compressor outside to prevent leaf debris getting inside the compressor. The overall service only took 20 minutes to accomplish and we were very happy with his service call.

Cool Way has deceptive sales practices that are intended to over charge you and hope that you do not realize that you were over charged. I was told and my invoice reflected that I was charged $386 for an Amrad Turbo 200 capacitor. To my surprise (after paying the bill) this part costs $45 retail and probably less wholesale. When I Spoke with Larry (the owner) and told him my problem with the misrepresentation of the costs of goods sold, he stated that this included service fees, weekend fees, labor fees, insurance fees, etc.

In hindsight, this service call that took 2 hours from start to finish (30 minutes actually at my home) should have costs me around $275-$300 max. I spoke with Larry and he tried to offer me a less than suitable customer service refund for this issue and when i called back to tell him I though he needed to do more to resolve the issue, i received no call back. They are more salesmen than true AC technicians and horrible with customer service.

Tim S. arrived on time, assessed and correctly identified my concern as explained. He was very efficient and knowledgeable with his service. I recommend Tim S. to anyone who is in need of their A/C or heat pump (in my case). Thanks Tim.

This service is way over priced. The capacitor that was replaced costs around $15-$20, but was replaced with one that costs around $100 at the most, and I'm sure that they probably get a bulk discount. I had a coupon that waived the $89 diagnostic fee. That means that I payed $249 labor (does that mean they charge $500/hr?!?!) for the whole 25 min that the tech was here.

I called twice to discuss the problem. The first time, (almost immediately after tech left), I was told that I would be called back within two days, which I was not. I called back and was told that the person who I needed to talk to was then out for four days, and I would be called upon his return to work, but probably wouldn't do anything for me.

I am still waiting for that call. There was no breakdown of the charges on the invoice. I think that they took advantage of me because they know that it was really hot outside and the A/C was needed, so they figured they would charge an outrageous amount. I told them they can come back and take their capacitor back, and was told that they would have to charge me another "service" fee, and then the hourly. Very poor customer service. Needless to say, but I will definitely not be working with this company in the future.