Coolray Heating & Air Conditioning

Tiffany L.

Purchased a home where the previous owner had a maintenance contract in state. We paid the transfer fee and had a service call for a repair quote. We were having trouble cooling below 77. They replaced parts and added freon, $130 later the unit won't even turn on now. Being told they will """"work us in"""" tomorrow and that we might still have fees apply to the visit if the freon needs refilling and there is a leak. I asked if we could refuse the repair to avoid the fee and was told no. Not happy, the first man who came out was adamant about selling us a 10,000 unit we had no intention on buying. CoolRay offers free estimates for those quotes, so why are we paying for them to sell us a new unit and give horrible customer service on a maintenance contract. It runs out in August and I doubt we will be continuing with them. Shame because I've heard so much good stuff about them. The customer service people are hit or miss, either very helpful (like when I scheduled our first repair) or completely miserable and not sympathetic to our problems or helpful. (Like today) never once when I called did she apologize for the inconvenience (which I though should have happened considering things worked before we called them) so red in the face. Update 7/2: so, we booked a furnace replacement and come to find out they were going to try and sell us a variable speed furnace that in the end wouldn't be compatible with our AC unit.. So... We ended up going with Moncrief and I recommend anyone looking to replace something do the same... They quoted us the same price and were willing to spend double the time in labor installing the unit... Not to mention they are relatable and not sales pitchers.

Kimberly H.

Cool Ray/Mr.Plumber has TERRIBLE Customer Service! I called to request a technician to repair my water heater. After a series of questions they sent a technician by the name of Matt. The technician they sent wasn't knowledgeable about my A.O Smith water heater. He said he would need to call the manufacturer to help him trouble shoot the problem and would have to come back the next day. What????? Based on my own internet searches, the issue was the gas valve or the burner. The technician only wanted to quote me on replacement which was $1400!!?? The service charge was $49 and he said he could light the water heater for an additional $80 if I didn't want to replace it. WHAT???!!I reluctantly paid him the service fee only. I called the dispatcher back to express my dissatisfaction and to suggest they ask customers what brand of water heater prior to sending a technician out; in an effort to send a more knowledgeable technician. She immediately became defensive and told me someone from their customer service dept. will give me a call, which was also no good. I called The Pink Plumber the next day and they replaced the gas valve and SAVED ME OVER $900!!

Stephen S.

I used Mr Plumber to replace water line from Meter to house ( 125 ft ) because the waterline was leaking and 30 years old. I could NEVER recommend mr plumber because their fees are OUTRAGEOUS!!! I did some research after the fact and found they charge more than twice what any other plumber I contacted would have charged. Fool me once... The water line was installed correctly and the plumber was very professional. But their fees are very high.

Judy H.

They also own Mr. Plumber. I had a water leak in the front yard I exposed the water line myself and found the hole in the pipe but didn't know how to repair the line, so i called Coolray and they sent out a Mr. Plumber technician he looked at the hole and pipe and wrote me an estimate for 397.00$ . He told me it would take him an hour and it was 350.00 an hour. Can you believe this!!!! What a ripoff company. I was so upset, my neighbor came home and looked at the water line for me, told me what to do. I went to the hardware store bought a 3.00 $ pvc coupling cut the hole out of the line and installed the pvc. took less then 5 minutes. I will never use this company for anything!! BEWARE!!

Kenya A.

I called these horrid people three times and they assured me that a technician would call me before midnight. The fact that I explained that I was suffering in humidity and heat around 92 degrees with an infant did not phase these evil people. After the third call to see when I could expect the technician to arrive the chit on the phone informs me that she neither has recollection nor record concerning any of my three lengthy calls made during the day. Then this twit informs me that no one can service my unit until tomorrow as my infant lays wheezing and sweating in the massive heat. There is a special place reserved in Hades for fools like these! Hopefully, you will enjoy the burn more than we did before packing our belongings and heading to the nearest hotel for the night. The BBB will hear from me and I assure you that they will have record of my many calls.

James K.

We have a water leak coming from the upstairs bathroom to our living room ceiling. I researched for different plumbers around Marietta, GA for over an hour and came to the final decision to call Mr. Plumber. One of the worst decisions I've made after a thorough research. The plumber (I won't mention his name) came out to our house and """"tried"""" looking for the root cause of the issue. He made 2 holes (one in bedroom and one on ceiling). He then says that this is something that he can't do and tells me to call a different specialist. I paid him $208 to make two holes and leave. He then stated that he would provide me with a few numbers I can call. He never called back. Businesses like Mr. Plumber is all about money and does not care what kind of problem you have. They have a book listed with every single service with charges. The website says 10% discount if you schedule online. He gave me 5%. I highly advise not calling them and contact local businesses because they are the ones who will help and understand.

Andrea B.

So my ignitor on the furnace picked a Saturday to go bad. Of course, with a maintenance plan with Coolray I thought no problem. When they came out on Sunday they said they would charge $132 for the part. I googled the part only to find out that the range was $28-$34 for the high end!!! It gets better, there was still a service visit charge of $69. Yeah me for getting suckered twice...first with thinking the plan would save me money and second, for calling Coolray instead of some joe blow to replace the ignitor. I will not renew my contract with them. We are better off waiting until when something happens!!! Shame on you Coolray!

Yifei P.

Today (Saturday) at 2pm our hot water heater burst in the basement. After calling multiple plumbing companies, we went with Coolray because all of the others could not come out for several days. Within and hour and a half a Coolray truck arrived. The two men that arrived were friendly, honest, and willing to get right to work. We were given an quote of the final cost immediately. It included NO on call, after hours, or emergency fees (despite being the weekend and an emergency!) The repair took 3 hours and once completed, we were given a thorough tutorial on the use of the new water heater. We also discovered that, due to all of the freezing weather lately here in Atlanta, the Coolray plumbers were working feverishly to get all of the calls answered. The two men who showed up at our door happened to be the bosses of the entire company who just trying to help out their staff by picking up some weekend calls so their guys could hopefully get an evening off. Such a great group. We are Coolray customers for life!

Hemanshu B.

Recently I had contacted Coolray to look at my furnace which was not operating properly. The technician was courteous and showed up on time. However this is where I will stop praising Coolray. The furnace was originally serviced by Coolray in 2011 and the pressure switch was replaced. There were other items that were recommended. The furnace worked fine up until Oct. 2013. The technician opened the furnace looked at it briefly and then proceeded to the Coolray maintenance sticker. He immediately said that the inducer motor would need to replaced and said there was nothing wrong with the pressure switch. He did not even take out any of tools to perform diagnosis of the system. His next statement to me was to replace the entire unit because it is 12 years old. Fair enough. I listened and he contacted sales to get me a quote. $6k for new AC and furnace unit. That is a lot of money so I decided to call another certified HVAC technician. That technician came and spent 3 hours going over every part of the furnace. After all that he found that the pressure switch was faulty. That part cost me $40 dollars and the technician fee of $50. The furnace is up and running. So he replaced a part that Coolray installed in 2011. So their advertising states 100% lifetime guarantee. I guess that is very misleading. I have lost trust in Coolray and you have lost me as a customer. Your company in my opinion is in the sales business and not fully customer oriented to fix the system.

r a.

Had a minor sink clog and called about the $93 deal. The person scheduling the call couldn't answer a question, said that she didn't want to guess, and would have her manager call back soon. He did, answered my question and scheduled the appointment. I received a reminder call the day before, and a call when the plumber was on his way. Greg arrived within the scheduled time, despite the rain and traffic and could not be nicer. He cleared the drain quickly and did not try to upsell me at all. This was the polar opposite of an experience with Roto-Rooter and I am very pleased.