Cool Air Mechanical

Brienna O.

Used them last year - took them 12 hours to put in a heat/ cool system when our furnace died. This is just for the downstairs system. Then our AC broke upstairs (old home) so we hired them again since we've been doing it through Costco. Got the AC working. Welll they didn't install it correctly even after 6-7 hours so now we don't have access to heat AT ALL upstairs - my kids are freezing upstairs & it's a holiday weekend so no one is answering the phone. I am MAD.

L D.

Update 12/26/2022 Unfortunately, since my last review in 2019 we've had several problems with our heating and ac units. Last week the heat was not working again so I called to request service. The heat started working then stopped again Friday. I called Cool Air Mechanical again and requested emergency service (we had bought their maintenance plan too) and expected a return call that never happened. Our furnace has not worked in 4 days. We""""ve been using several electric heaters and our oven to try to warm our home. Our 18 month old grandaughte lives with us and we keep her away from the space heaters. We never had problems with our 20+ year old Trane equipment. The equipment was always reliable. We'll never recommend Cool Air Mechanical and Lennox hvac equipment ever again.

Ryan H.

I have been a customer since 2018 and would highly recommend you take your money elsewhere. We went with this company for our custom built home with three units, and we have had issues from the start. I will start with the latest with our upstairs Amana system that has been an issue since they installed. The current issue is that the heat (gas) just stopped working on a Friday night. From a company that advertises """"24/7, 365"""" service (which is a blatant lie), we have not been able to get an emergency appointment with two tries - and we have spend well over $35k with them with the three units plus additional accessories and have always carried their maintenance contracts. Speaking of, we JUST had one of those 3-4 weeks ago and were told everything was just FINE with this unit. That was of course after we tried to schedule it earlier in the fall, only to be told we couldn't get an appointment for months! So now, we're getting to sleep in 50 degree bedrooms due to a malfunctioning $10,000 Amana unit that is only 3.5 years old. UPDATE on the above: SIX days after initially calling this in, and we have heard from ZERO people at Cool Air - so much for that """"24/7 365"""" service they falsely advertise! Turns out all three units suffered from the same issue - improperly installed condensation lines. The attic unit is a HE gas furnace which produces a lot of condensation during heating, yet they ran a condensation line, with no P trap, through around 50' of unconditioned space, including the attic, down an exterior wall, and outside where it drips - or freezes in this case thanks to their improper and negligent install - onto my foundation. The two units downstairs were also improperly installed. First, we found them with gallons of water in their drip pans, yet the emergency cutoffs that detect water did not work on either unit! They had routed the condensation line from the sump pump (given they're in the basement) around 50' to the outside and just laid it on the ground - again right at my foundation, when the could and should have just routed it about 10' away from the units to the basement's drain/sump pump that the hybrid water heater and pressure relief valve drain to. To save those units (and my basement from flooding), I cut the condensation line and routed it to that drain (and vacuumed up the gallons of water in the two drip pans). As I mentioned, the above is only their latest episode of """"companies to avoid at all costs"""". We should have known when this started out bad. They """"custom designed"""" the system for the house to be the best. Well, within a few months of being in the house, we notice the upstairs unit was struggling to keep to a set A/C temp of around 70 degrees. I determined they had undersized the unit for the amount of sq ft, plus the unit being in the attic, and they had to come out multiple times to tinker with it before they finally admitted to their mistake and replaced it. They have also been called out (and mentioned during maintenance calls) that the rooms upstairs are off in temp by 3-6 degrees. They have attempted to address is by partially or fully closing vents and also adding dampers - not something you should have to be doing to a new system that THEY """"custom designed"""". The best part of that problem is that they tried to charge me for adding the damper, which I had to go through management to get waived. Why should a customer, whose $35k system YOU designed, have to pay for what is obviously a major system design issue? Lastly, there have been a number of issues that we have had to address ourselves, which thankfully we didn't have to wait days, weeks, or months for them to come out. The upstairs unit (sensing a theme here?) went out multiple times when it was in A/C mode during the summer, and we had to solve it by going and cutting off and rebooting the whole HVAC system. So, in summary, stay far away from Cool Air Mechanical, even if they make you *think* you have priority service due to being their customer from the start (having them install it), plus being on their maintenance plan. It is all a bunch of lies and bad business practices to get as much money out of you as they can.

Kay W.

We have had this service for a number of year and usually no problem. But this year, the HEATING maintenance could not be scheduled for end of December which they usually do early in the fall. Unacceptable. Today, our heat is not working and sun-freezing temps expected in next days. We have an annual plan and then called for an emergency appt, they could not get us in for 2 days! What's the use of paying for the annual agreement?? Unacceptable.

Mike O.

Very Poor Service. Two Month old unit stopped working, they Missed the first appointment. Rescheduled and they missed appointment again. Claimed service tech had part in his truck and they could not reach him. Costco should stop recommending this company they are poor.

S S.

This company is a complete rip off. Do not use them. These guys were supposed to be servicing my rental unit only to find out that they would go out there and write up a report and then keep it to themselves. Coming out saying everything was good, but the unit is disconnected and full of dirt. Then continuing to make appointments for service on a unit that is not even functional. Just outrageous and unethical.

Jack W.

More cons than pros. I hired this company to replace my 3 ton heat pump and air handler because of a coolant leak in my air handler in addition to my system getting old. Pros: 1. FRIENDLY SERVICE. Sales, installers, and technicians were all friendly. Office staff were friendly for the most part. 2. LENNOX HAS QUALITY systems and that is what they sell and install. 3. ONE YEAR LABOR warranty. Pro and a con, since it is shorter than some other companies. You can get more, IF you pay for their maintenance service. 4. INFORMED ABOUT REBATE by my local electric company. Cons: 1. POOR INSTALLATION. These two installers had one priority--get the job done fast! The one who was not new told me that they had two installs that morning and would be done for the day. As a result of either hurry or inexperience, or both, the outside unit was not fully assembled. The air handler in the attic was installed such that the evaporated water would not drained properly, and in addition, the drain pan was not aligned with the air handler such that it dripped through my ceiling rather than into the pan. 2. INCOMPLETE INSTALLATION.Emergency heat strips were not installed until a different day. The installers neglected to mention that they did not install the emergency heat strips until I wanted to test them. 3. NO EMERGENCY SERVICE despite being advertised. Their website advertises 24 hour a day service, 7 days a week. One technician clarified that for me to mean that they answer the phone 24 hours a day (actually an answering service), but do not send out technicians late at night. Call at night and you can see for yourself. (I have filed a complaint with the GA Consumer Protection Division about their false advertising). 4. TECHNICIANS NOT SKILLED. Of the 7 visits by technicians coming to repair the faulty installation, they ALL said that the installers were at fault. One technician, named Michael Cowert, told me that not only the installers were not good, but their technicians are not very good either, except him because he is a """"warranty technician."""" I must admit, he was the only technician to properly diagnose the problem (air handler installed too low such that the drain line did not slope downward enough for sufficient drainage). He gave me his card and told me that he would see to it that the air handler was raised and a pump installed to make sure the water drained correctly. Unfortunately, after that, the office refused to schedule the repair. until I told them I would report them to the Georgia Consumer Protection Division as well as the Better Business Bureau. After that, they called me back to schedule me for the following week. (Please note that I always talk civilly to them so as not to sound like an idiot should I need to use my recordings in court). Be aware that they also record their calls. 4. YOU MUST PAY 100% IN ADVANCE. In my case, installation began on May 25th and it was not until July 1st that they had the unit properly installed and working. I had to sleep on the floor downstairs many nights because my upstairs bedroom was too hot. That's not so easy since I am almost 60. 5. NO SALES RECEIPT. They only provide a sales agreement unless you specifically request an invoice after you pay which is proof of payment. 6. NO MANUALS. Owners manuals were not left for my heat pump, air handler, or thermostat. I was able to get one for the thermostat later, when they replaced the faulty one they initially installed. 7. NOT TOLD ABOUT REGISTERING my units on the Lennox website. Fortunately, I already knew to do that. 8. NO EMAIL. There is no email on their website, and when they email you, it is from """"no reply"""" email. 9. SALES PERSON ISSUES. Sales person (Sheikh) told me he would give me me a link for a cheaper way to get their expensive air filters online. Called him about is and he still has not. I was able to find it on Amazon by myself, however. 10. NOT INSPECTED. They have some understanding with the city. Sales person said he would ask the city to do it in my case. Which of course, he didn't. Well, the system is now fully installed and working properly after 7 separate visits from technicians. I am thankful not to have to spend more nights sleeping on the floor. They have a saying on their brochure, """"Do it right the first time."""" Unfortunately, that is only a saying for them since they have such poor installation and repair and will likely need to come to your home again and again (and again). In addition, their """"24 Hour Emergency Services,"""" just means the answering service will take your message after hours and get back to you the next day. What they provide, any Lennox dealer can, but . . . they are friendly. :)

Mf B.

My AC unit stopped working the morning of July 4th. The only reason I'm giving 4 stars and not 5 is because Cool Air did not respond to my needs on July 4th (even they said they would). I can't be too hard on them though, because I know they were slammed and likely short staffed (but I was hot, miserable, and freaked!) I called back first thing this morning (Tuesday) and they promptly added me to their schedule and got a tech out that day. Brian Dye did a great job diagnosing and fixing my AC problem. He was on time, gave me a fair estimate, told me what had to be done, did the work quickly and professionally. He cleaned up after and was friendly and polite. I was in a real 'pickle' in that my AC quit on the Fourth of July! Cool Air got him out quickly and they have been treating me VERY well with the professionalism I expect. I highly recommend Cool Air. Brian Dye represents this company very well! Thank you, Brian!

A. M.

I bought my system 6 years ago from (NOT SO) Cool Air Mechanical primarily because of their relationship with Costco. Don't be suckered like I was into thinking this relationship offers you an advantage. I spent $10,000.00 initially. Now I have $17,000.00 into their Lennex equipment. Firt mistake by them is that they put an over-sized AC unit into my system which results in the unit cooling the house so quickly it doesn't run long enough to take the humidity out of the house. The result is mold. I've lived in my home 24 years and I never had mold until I put in their system. The result is I spent more money on 2 dehumidifiers... and finally a humidifier to make a counter adjustment for their heating system. Unfortunately, their service guys, contractors who are poorly trained in their equipment, hooked up the units wrong. This resulted in more mold. I had to threaten lawsuit before they sent contractors out to remove the mold. I have the semi-annual maintenance contract. The serviceman, Jaren Dana, reported that he fixed the downstairs humidifier in April. It is only 6 years old but has a 10-year life expectancy. I had him out on 6-15 to repair it again. He told me it had lost its coolant and the cost would be $39.00 to fix it. Jaren knew I had a stroke which adversely affected my vision. I signed his laptop contract assuming it was for the verbally agreed upon $39.00. I got a call from Cool Air office asking if I agreed to the $3,000.00 order. I was outraged. I knew Jaren was in a bad mood when he arrived complaining about having to work late and how he would rather be on his boat and on the lake. Did he screw up in May to cause it to lose coolant in 2 months or did he just not want to work a couple of weeks ago? I don't know but the company has not returned my calls. When I called the office, they put on a kid who pretends to be a manager but who never called me back. When I demanded to speak with a manager, the receptionists become quite rude. Next comes the registered letter and then a lawyer. Don't deal with these people thinking Costco adds value to the mix. They use contract repairment who do not know the equipment. This is a second-rate company at best.

Joe D.

This company is a joke, there service warranty is a lie. There workmanship is below average. They are excellent in avoiding your calls. Sales promise way beyond what they can perform. Two new units completely installed and had issues from day one. Excuse after excuse. Keep in mind they walked and quoted job. Stay away better off hiring someone in front of home depo with no experience! They tape the return new. No screws then wanted to charge $300 to fix beware unqualified personnel working.