Coolray & Mr. Plumber

Terrible customer service. They promise 24 emergency service but they cannot come close to delivering it. Called them Wednesday 6/​15, my downstairs A/​C unit was not cooling. They did not arrive until late Friday. Tech was very nice and said unit was frozen and that someone would be back on Saturday at the latest. Today is Monday ⁶⁄₂₀. Still no response from Coolray and A/​C is still out. I pay a yearly maintenance fee also. I’m sure their techs are competent but the company just sucks when it comes to service and response.

CoolRay and in particular, Imran, saved my butt this past weekend! I had guests coming for the weekend and came home on Wednesday afternoon to 86 degrees in my upstairs. I called CoolRay. Jean had a technician at my home the next morning. Imran said the motor on my upstairs unit was gone. He ordered one and was able to come out the next day to install it. He is my hero!

Dishonest or uneducated? Initially used them for a small repair that went well. Then signed up for their maintenance plan. They never scheduled the yearly appointments?!. Then one unit stopped working, so I called Coolray. They diagnosed (for a fee), found a leak and gave me an estimate for $ 2800 to replace coils and compressor to fix the leak. YIKES! I got a second opinion from another company. They pointed out a leak in a weld that simply needed to be soldered and then have the system recharged with Freon. Hummm, go figure — dishonest or uneducated? Keep this in mind if you choose to deal with Coolray.

If you’re looking for someone to service or repair an HVAC unit please continue scrolling and do not consider Coolray. From the very beginning, the moment the phone was answered they’re trying to sell me a maintenance plan. I called because my unit is under warranty as purchased my home brand new 5 years ago this coming December. I’m told a $ 79 fee is required to come out and diagnose the problem. The technician arrives spends 30 minutes in my attic and then approaches my husband and I with another sales pitch for a maintenance plan. I become impatient and tell him bluntly the drip pan in our attic is full of water/​freon or some liquid causing a leak downstairs and our focus now is fixing that problem. He never diagnosed exactly what the problem was. He said it may be outside or a coil leak problem. To find the leak is upwards of $ 300 for searching only and this didn’t include the cost of repairing the leak when found. Repairing the leak itself would be over $ 1000. I think not. Let me find someone I can trust… Coolray isn’t it.

Didn’t get to experience their actual service. My window which I left work for was 2 – 6. Got the call at 7:20pm they were on their way. Had to cancel because my kids need to go to bed. Two stars because at least they told me they would be late around 4:30. Fortunately there’s many other choices to fix my AC.

Seemed like a competent guy who sold me the unit, but their install crew could have done a lot better. They even cut some wires that I had installed in the attic for future use, that were clearly marked as future use. Why would they do that? They also used a surface mount circuit box in my garage to supply the AC unit, which was easier for them but not what I asked them to do. All in all, they did the cheapest, quickest install they could do.

Called them (last summer) for service on 2 of my 3 units. One needed freon, the other had stopped working. They were prompt, but the goodness stopped there. They told me I could not get freon anymore and the second unit needed to be replaced. They were in full-​blown sales mode and we had a salesman at the house within 2 hours of them leaving with a quote for over $ 8K.
We called «Controlwell» based on a recommendation from a neighbor. He fixed both units for under $ 500 and even clean them out with a house. The worst thing was Coolray service had disabled the unit that was working, but needed freon. I believe they were trying to make the house so uncomfortable we would pay anything.

I have used them twice and will never do so again. The first time I thought they were nice and honest at first but it was not until the 2^nd visit that I realized this could not be further from the truth. The first time I needed my outside blades replaced, not the motor just the blades. I was having out of town guest come the next day and did not have time to shop around. The technician was at the house for about 6 hours because he could not get the bolts off the unit. He finally did and then realized he had the wrong blades so he had to go get the right ones. He finally came back and replaced them. This cost us $ 1500 which as a young married couple who recently bought our house we were none the wiser that this was was overpriced.
Fast forward to winter and our heat was not working. The tech came and said we needed a new heat limit switch and it would be $ 600. Once again we paid due to it being freezing in the house and out of town guests coming shortly. As he left he told us that we would need a whole new system because our system was an older one and that Freon units were not being made anymore meaning we could not get our unit charged with Freon. We were not going to say yes to replacing it on the spot so we told him we would call them back. After he left a quick google search showed us that while Freon units were not being made anymore, there was no date that getting units needing it would not be able to get charged anymore. We also discovered that the $ 600 part only cost $ 20 and was not hard to replace ourselves. In fact my husband replaced it one time since Coolray did so.
Never again would I use them or their sister company Mr. Plumber

These guys are terrible. Our air quit working in the middle of the night on a Wed and my husband called them and they responded quickly. They said we needed a certain part (blower) but needed to order it and come back the next day. Thurs they put the motor blower in then said we needed a board and they would need to order it. Friday they came trying to fix it and couldnt. They called Sat saying they had some other part and wanted to come put it in. The arrived Sat worked on it but said the board wasn’t connecting that they needed a chip. They then called my husband at 430 on Sat saying they couldn’t fix it and to call an air conditioning specialist. Hell, I thought they are specialist. Funny name of a company, Coolray… when they can’t fix. So needless to say we were all wknd without parts or air conditioning… 5 days… and they could do nothing. Don’t use these guys. If it’s not simple to fix and if they read the manual 4 times (the guy told me) and still can’t fix… GET OUT OF THE BUSINESS!!! You guy are terrible. NEVER recommend this company to anyone. Do everyone and favor and close your air conditioning business. Your stealing everyone’s money and wasting everyone’s time.

Total scam they told us we needed a new account unit and furnace. The cheapest package was $ 6500! I called affordable appliance repair and they cleaned and gassed my ac unit and told me the furnace was fine. Now we have ac again and it only cost $ 170! Avoid coolray unless you like getting ripped off.

I just called Coolray (@8pm) after having found my ac not working at all when I came home from a day out. It was 82 in my house. I call to get someone to come out. This was my first ever service call since we moved here and took over someone else’s warranty contract, and I was hoping and praying that we were paying for warranty service for a reason. Wrong. They can’t send anyone out until tomorrow from 2 – 6. I’ve been reading the reviews on here and see that apparently 2 – 6 is their favorite time slot. I thought ²⁴⁄₇ was the advertised bait. Guess not.
Not happy so far and I’m hoping that I will get better service than the reviewers on here with the poor reviews. I hate wasting money on useless warranties and I hope this warranty was worth the renewal last month. So far I’ve paid almost 200 on warranty alone and tomorrow I’m supposed to dish out another $ 69 for them to come out. I’m sorry but if you can’t keep the ²⁴⁄₇ emergency service promise then you don’t need to be charging people for a service call especially if it’s barely been a month since the inspection. I’m annoyed and disappointed at this point and will update my review if something improves when someone comes out tomorrow.

Cool Ray use to be a great company. I had my entire AC and heating system I nstalled by them 10 years. There service has gone out of control! The unit failed and they said they would be out between 2 – 6. Didn’t show up no call or nothing. They finally came, I needed a new motor $ 850. Called and said they would install next day between 2−6…I called at 7pm said would be there 30 more min… still waiting. The customer no service people were rude for me asking them. One hung up on me! I need a total new unit around 9 grand that will go to another company.
Edited 5÷15÷15: As a result of my complaint, Cool Ray did get back to me and apologized and did offer me a ½ credit on my yearly plan. I do appreciate them reaching out and not ignoring a situation they clearly recognize as poor service. As a result I have adjusted my rating.

I recommend this company. Coolray installed a brand-​new Carrier air conditioning system (inside and outside components) for my house’s second floor HVAC in April. Routine maintenance of my AC found that repairs or replacement was needed. My original system was outdated and not cost-​efficient to repair. The new system uses environmentally friendly refrigerant, the old system did not. My entire experience with Coolray staffers, from consultation to installation, was friendly, factual, and they answered all of my questions about the pros and cons of my choices. The installation staffers arrived on time and completed the entire upgrade installation within 3 hrs. I think this company is great. Every step, from first consultation to installation, was stress-​free.

Our unit is 6 years old and froze up last summer. Instead of trying to fix the problem they automatically tell us we need a new unit! In the amount of $ 6000!
We got a second opinion and absolutely nothing is wrong with our unit!!!
We only need to have yearly maintenance and watch the very hot days of summer and lower the downstairs temperature less than upstairs amd change out filter more often! Geez! I have also been told they get commission on selling new units GO FIGURE! Would never recommend them!
S H A D Y!

Everything about having our heating and air condoning replaced was amazing. They showed up on time, came in on budget and cleaned up everything just as promised. I will definitely use then for all future needs including plumbing remodel this year.

This is a really good company. I used them for several good years and really never had a complaint. They were very responsive to all of our needs and always came right away when called. I appreciated that their guys were always professional, knowledgeable and just great to be around.
As a home owner, I don’t like feeling uncomfortable with people in my home. I also don’t like a lot of turn over with my service providers and they were solid. I really appreciated seeing the same faces when I would call for assistance. They also had a great service plan that we utilized after they put in our new air conditioning unit.
So, why don’t I have them now? I don’t know, I guess we just grew apart. It happens :(
Edited 3÷23÷15 I have had to time think about Coolray and why they are no longer my service provider. Here’s the deal, if I have been a faithful consumer for 2 – 3 years and suddenly stop using your services, you should be concerned. I want to know that the company cares enough to follow up and address my absence. Otherwise it appears as if they don’t care and are just on to the next.
I really think that they have just gotten a little too big for their britches, (arrogant and «feeling themselves») because they have certainly grown and are feeling oh so special. When companies are small and new, they are hungry and humble, they go out of their way to make YOU feel special. Sometimes growth can bring out the worst in companies.
A few years ago when we were interested in having a unit replaced, we contacted Coolray and they sent our original rep. He was not the same guy, (presence, interaction was off) and I was not «feeling him». I think that because I had used his services previously, he was under the assumption that I would use them again and acted accordingly. Not so!
Never assume that once you have me you have me for life, because if I don’t feel valued, I will simply move on. In other words, please don’t take me for granted.
Consumers, remember, when you are inviting these people into your home, you need to feel good about any company with whom you are building a long standing relationship. What you see before you is representative of the company and what you will be dealing with going forward. Think about it and choose wisely.
Since I am no longer a fan/​customer, my rating was adjusted accordingly.

I had the ignitor go out on my furnace last night. I called Coolray because I have had them out in the past and felt like I received a fair deal. They have replaced one air conditioning unit and one furnace for me and was very pleased. This time they are charging me a $ 79 fee to come out and $ 213 to replace the ignitor. So it is costing me $ 300 to replace a $ 30 part.
This is a rip off. I told the technician to let his office we would not be using them again. I have spent a lot of money with them but this will be the last dollar they will get from me. It’s a shame because when I find a company I feel like I can trust I am very loyal and don’t just look to get the lowest price because I know they are treating me fairly. Coolray just lost a loyal customer. The part took no more than 10 minutes to replace. Crazy!!!

Coolray has been our go to service provider for 6 years now. They are a top shelf provider. My older in-​town home needed an upgrade as part of an over all weatherization an energy upgrade we did after we bought the home. There were a lot of challenges because the house was built in the 30’s. I got estimates from 3 – 4 different companies and chose Coolray because they made technical adjustments and suggestions no one else thought of, like changing to a heat pump upstairs, that really added a lot to the investment. Anyway, as soon as they were done, we began to save more than $ 150 a month in utility bills! I joined their annual service plan and I am glad to get their calls about every 6 months to do the regular maintenance. These guys really get the homeowners needs, to me there is no better group for these services.

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 4^th 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.

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.