Alberto V.

09/04/2011 12:00:00 SA

So my AC unit went out last thursday and I decided to call coolray, after all I have their yearly maintenance plan and they have known me for a while. I called them friday evening hoping to get an apt for saturday but they told me that they could come out that same evening and the troubleshooting charge would be the same. Technician shows up around 9 pm (ok I am slightly impressed, good service right?), takes a look at my exchanger discovers its frozen and cant do anything about it. I ask him why the unit would freeze up and he says anything could cause it (I am by now slightly less impressed). Leaves within five minutes telling me to shut AC off, so it can unfreeze. Next day a new tech shows up and tells me I have a possible leak (will take $85 to troubleshoot + repairs), then tells me I am low on freon and then finally tells me that I have a bad valve and it needs to be replaced. I said okay, lets do it. His response is he does not have a valve, so I asked him if it was a special kind of valve and he said no. At this point I figure he would go buy one somewhere and come back. Nope, he tells me it will be wednesday before anyone can come out with the valve (it is saturday at 9:30 am). Tells me to either shut my AC off or run it with a high temp inside. Tells me he will call in new service call and they will give me a call. So it is now sunday night (its 82 in my house), i have no call, and I am still not sure how long it will take to fix my AC unit. Very bad service in my opinion, and you can bet money I am canceling the yearly maintenance contract which apparently buys me nothing other than a filter change. Use Coolray at your own risk.

Nina C.

3/24/2021

Michael Campbell is fantastic! He gave me information about how to keep my Hvac in good working condition. He also changed the filter for me and cleaned the dirt filled ant pile away from the unit.
Being a realtor, I have many requests to have service done on homes and I will keep Michael Campbell as my go to person.

Edwina E.

07/04/2019 12:00:00 SA

Great service today from Coolray. Marco Pryor fixed our air conditioning on a very hot July 4th! Marco sent a text and called before arrival. Marco was prompt, courteous, knowledgeable and got our unit working within an hour. I recommend Coolray and Marco Pryor! Thank you!!!!
I called several companies the day before the holiday and had little response. Thank goodness for Coolray!

Larry A.

5/18/2020

Have had my Cool Ray AC system for about a year and a half. So far, have had to have a tech come back twice. Once to replace a switch in the air handler, and once to change the filter (which is NOT covered under their warranty, no matter what their sales people tell you). Today, after a night of no cooling, I woke to see the heat pump valve frozen over like a snow ball. Called to have a tech come out , only to find they won't come out until I pay a balance of $91 , a balance of which I have never been notified of. Every time they come out, it's money out of my pocket, for a brand new system. I will be doing business with their nearest competitor from now on. LOUSY customer service, but hey, they GOT their money!

Cliff B.

09/01/2022 12:00:00 SA

I called them out on a Saturday because my HVAC wasn't working. He said I need to call Britebox (sister company) who then came and charged $330 for a breaker replacement that was not needed. Then had to call coolray back out to find out my compressor was shot. Couldn't tell Saturday? Then was gonna charger $2400 for labor! Other companies only charge
$550. Beware of this group of companies. They are only there to scam.

r a.

6/26/2013

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.

Rouge T.

09/11/2019 12:00:00 SA

I called CoolRay because my AC stopped working on a Friday evening, and my AC guy isn't available on weekends.
The guy came, said my Nest was broken and quoted $900 plus for a circuit board. I decided to suffer through the heat and wait for my AC guy. He tried to sell me a Nest thermostat as well for $500 plus.

So glad I did, my AC guy was able to temporarily wire the AC system to work until ordering the board, and he fixed the wiring on my Nest thermostat. $500 total once the new board was installed.

My advice, suffer until you have someone you can trust take a look.

Gary P.

3/20/2016

Coolray fished today and my house already feels different. What a fantastic job Ken & Bob,& Chris did. THANK YOU for treating my house like it was your own and coming up with solutions to fix our home.
My attic is full of new clean insulated duct and the air in my house is already changing. This new April air cleaner really changes the quality of the air.
Can't even hear the system running when u are in the hall next to it.
These guys crawled in places no one should have to go into.With nails from the roof poking there heads to cutting out areas of the old roof to have new ducts ran into areas these guys will always get my buisness.
Also Mr Plumber did a fantastic job installing our new water heater, and squeezing under my kitchen sink to install a new shut off and prv.
Now I see why quality cost much. Worth every penny.
On to the next money pit project.

Robin W.

2/21/2019

This company installed an entirely new heating cooling system, including duct work, in my home about 2 years ago. They did an excellent job. I purchased their maintenance program at that time. Now I am sorry I did. The last service I had was in Feb. for my a/c unit. Yes, they came in the winter for the a/c, and they come in the summer for the heating. The tech even admitted he couldn't properly service the a/c unit in the winter and asked why I had scheduled the appt. Really? Because I was hounded to do so by Coolray through emails. Excessive texts and phone calls before the techs late arrival was a bit irritating to say the least. The tech apologized upon his arrival and went about his business. Note to Coolray: It is great that your company provides booties for your techs dirty shoes but when he wears them outside and then comes back in the house with them still on their purpose is negated. And finally? Remember to turn the heat back on before you leave Mr. Coolray. I didn't enjoy the cold house at all.
No wonder they didn't send a ratings survey.

Chris C.

7/20/2009

called mr pumber, rep came out, was not very friendly, was charged $160 although the plumber failed to fix anything. Said I was charged $50 for coming out and $100 for trying to fix problem. I asked why I had to still pay $100 when he did not fix anything he said that was just policy. and that he still tried so I owed the money for time spent trying.

I never have worked on plumbing before in my life but I went to Home Depot told a plumbing rep my issue, I then bought a snake and was able to ungcog the toilet.

B. S.

11/29/2019

Though they are available to come out during more hours than some other companies, it isnt worth it. The technician was rude, ignored direct questions about the unit and what was being done/seen in this appointment, and seemed to feel entitled to go into different areas of the house until I said something...Even if work is needed, based on that experience, we'd pay another service fee to have a different company provide better service and comfort instead

John T.

8/15/2019

Their Lifetime Warranty will cost you thousands of dollars to maintain !!! I spent 10 grand for a Carrier System for my home .To have the warranty, I had to pay for a service contact that costs hundreds of dollars a year. They gave me a free Carrier electronic air filter. What they don't tell you is that the replacement cartridge is $135 twice a year. (Ever heard of the Razor Blade theory) I have spent more just to keep this warranty in a year than I did in fifteen years on a perfectly good Trane furnace. The Carrier System is working great, but I have paid more for a piece of paper to Coolray than most service calls run per year. This is close to illegal.

Ykawajiri ..

8/25/2016

I made an appointment but they didn't show up. Despite the very long time interval for the technician's estimated arrival (12pm-4pm), nobody showed up even at 5pm. I called their office, but they don't apologize, and even refused to give me an updated estimated arrival time. I realized I was just wasting my time and decided to use another contractor. I previously had good experience with their technician for my AC unit, but it is too bad their service is deteriorating.

Tricia L.

08/11/2023 12:00:00 SA

My daughter was told she needed to replace the evaporator and condensing units, even though the condensing unit was just replaced last year. They said they could not just do the evaporator unit. They tried to charge her $200 a pound for refrigerant. I work for a commercial HVAC company and that price is outrageous! Refrigerant costs are high, but that is over the top. My company checked into their stating she couldn't replace just the evaporator and that is totally untrue. There may be cases where this is true, but not in hers. They either don't know what they are talking about or they are trying to rip her off. Don't trust this company!!!!

Delrick E.

05/08/2019 12:00:00 SA

BEWARE!!!!! Coolray does not operate in the customer's best interest.
This is my second home with Coolray as my ac company. First home I replaced a 6 year old system after they recommended it being the best option. Now in my second home, I called Coolray about my system not cooling my house. After two separate visits to diagnose the problem they found a leak in the evaporator and condenser coils. Coolray recommended a complete replacement of a 3 year old system for $8000 or a repair for $2400.
First, the system was still under warranty for parts. Second, the Coolray salesperson told me that once the system has a leak the best solution was a complete system replacement. I immediately smelled a rat.
So I called another ac company that came out to diagnose the issue. Without me telling them my Coolray experience. They found the leak, realized the system was still under warranty, worked with the Goodman plant to send the replacement parts and priced the repair and coolant add for under $1000. During the repair the tech noticed that someone loosened valves in the outside condenser to make the leak more noticeable. (cant prove it was Coolray but they were the only techs to touch the system besides the builder) I suspected that something fishy was going on but if you are not an ac tech how would you ever know.
BEWARE!!!!

Mike S.

8/15/2019

Cool again. I called Coolray to come out and look at my A/C after I knew that the builder that built my house didn't put a big enough unit on my house. The unit I had was a 2 ton Goodman that was a piece of junk. I know I needed something bigger and better. I had them come and and confirm that the unit was to small and needed to be replaced. They came out the next day and worked very hard to get it done. I was very happy with the service and my new unit. My new unit works great and doesn't have to work so hard to cool my house to where it needs to be. Bonus: I was able to get a $400 rebate from Jackson EMC for having the new unit installed. Thanks CoolRay!!

Jonathan A.

07/07/2011 12:00:00 SA

Up until this last visit, I've always used Coolray to service my AC units when they have broken down. They have always arrived on time, given clear estimates, and the system is fixed when they leave. If you are in a pinch and know little to nothing about HVAC (heating and cooling systems), they will offer great service. Import luxury quality service. With an import luxury price.

The technician showed up on time, diagnosed the problem, and gave me a price to fix the part. Like most everyone, money is tight. I quickly got the part number from him and researched the part online, to see if the price was in line. Turns out the part was going to be double what I could buy it online for. I told him money was tight, and he was very understanding and helpful. Paid the service/diagnosis fee of $79.00, had him change one other part (also later found out it was extremely overpriced, but more reasonably unreasonable than the first after he gave me a discount--good man!). My wife got a recommendation from the cloud (her facebook friends) for an affordable HVAC tech, I got the part locally, paid the tech, and still saved about $300.

The above method is NOT RECOMMENDED if you aren't mechanically inclined, or if you are not comfortable with zero warranties on the work being done. This particular part was pretty easy, but not all parts are like this one. Coolray does good work, but I believe they are proud of what they do, and pride translated, in this case, to a 30-40% markup.

Bottom line--If you like luxury import service with no hassles or worries and don't mind paying for it, I believe you've found your company. If you are okay with a 90's-era Camry that needs oil added every few thousand miles and a shadetree mechanic fixing things, find a good, affordable HVAC guy, and do your research on parts to save some money. Just my 2 cents.

John Z.

10/11/2019 12:00:00 SA

We recently bought a new (to us) home, and the previous owners had a service contract with CoolRay. Furthermore, CoolRay had installed two brand new outside A/C units at the home within the past two years. For those reasons, we initially chose to continue using CoolRay to service the system. Boy, what a mistake that was!

The main floor A/C unit stopped working 12 hours after moving in. We called, and CoolRay came out, diagnosed a bad control board, and reinstalled a new board (more on that later). Almost every other sentence from the repairman was him trying to get us to install new furnaces. About 4 weeks later, the A/C stopped working again. Again CoolRay came out and couldn't find a problem, but the A/C magically started working. Nevertheless, they pushed hard to get us to replace all of the furnaces. For the next couple of weeks, the A/C would sporadically stop and then magically start working again.

Then, time for a scheduled service visit tune up. The technician again tried to push new furnaces on us and sold us water switches to prevent floor damage in the event of a malfunction.

The other unit in the house stopped working then just after CoolRay left. We called them back. This time a different technician informed us that the water switch wires were not even wired into the control boards. The technician who sold us the switches never even hooked them up! This latest technician still tried to upsell us new furnaces even after he revealed the previous technician didn't do his job with the water switches!

After that, we asked around and got a referral for another hvac repair company. They came out, found the problem with the main unit in 5 minutes! It turns out that CoolRay had installed a USED board during their first visit, but it was a plug that was actually the problem.

In summary, CoolRay never found the real problem, sold us used equipment billed as new, sold equipment to us that they didn't properly connect, and were nothing more than pushy salespeople the entire time!

CoolRay will never see another dime from us!

Wendy L.

02/03/2022 12:00:00 SA

Terrible. 10 techs ,$5000+ and our HVAC still doesn't work . Every time they come they actually break something else. Do yourself a favor and use any other HVAC company .

Judy H.

4/29/2014

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!!

Greg R.

05/09/2023 12:00:00 SA

They convinced my mother that she needed to spend a fortune replacing her whole hvac system in a fifteen year old house. A year later it's not working, we've had two different service people show up in the last week, their fixes have lasted less than a day each time. Initially it was just for the upstairs, now there's no AC throughout the house. A one year old, regularly maintained hvac system shouldn't be failing like this, nor should it take three separate service appointments to figure it out. Wouldn't recommend. They've followed up to say it wasn't part of the work they performed, they had however been maintaining the whole system for years before they replaced the coils and condenser, which $5000 later clearly haven't fixed anything. Every technician that has been sent out (I believe it's been four in the last two months, has said that the previous work was wired incorrectly. They did reach out to us about repairing the rest of the system to make our shiny new coil and condenser actually function, but they want another $1000 to finish their work. These people are either inept or outright crooks

Ersin Y.

11/22/2011

I had an ignitor go out on one of the furnaces, they came did the job quickly and at a reasonable cost that but the tech was pushing the annual service contract, I ended up buying it since I was happy with the initial service. After that the technicians that came have been awful. They were always trying to tell me how bad a shape the units were in, arced connectors that looked fine to me, repairs that were needed that was nearly the cost of new units for ones that were still running. I resisted their push to try to sell me new units and cancelled the annual service contract. That was 3 years ago. The units have been going on fine since then. I think they should quit these dishonest practices.

SD K.

03/01/2011 12:00:00 SA

Was 45 minutes late. Had 2 issues to deal with, technician said he only had time to look at one and would have to return another day to assess the second. So because you're late, I have to pay for 2 service calls? No thanks.

J N.

2/18/2012

i appreciated the straight talk and professionalism of the sales guy. He actually advised me to go with another company whose price was below his cost on the same unit. Didn't use them but appreciated how i was treated.

Kshama N.

06/06/2018 12:00:00 SA

Worst ever experience. Call center people couldn't spell or type I think. Asked me to repeat my address 4 times and even after phonetic spelling couldn't get it right. Finally got me set up for a stand by service because our air went out the night before and it was an emergency in the middle of GA summer. Call center said someone will call me. I stayed home all day and no call. Called them back at 3 and asked politely can they at least let me know if it's possible to get service today otherwise I can make alternate arrangements. I was told someone will come by 6PM. Nothing! Spent another night in the heat. Just overall unprofessional and rude people.

Kristy S.

2/27/2013

93.00 does not cover all drains. We explained in detail our drain which was outside, and was told that it was covered under the 93.00. Guess what, technician came out and said not covered. No where on website or anywhere else does it say that outside drain would not be covered. Technician was very nice though.

Patricia K.

07/06/2012 12:00:00 SA

This review is for their plumbing arm, Mr. Plumber. I looked for their listing but could not find it. I called for their $93 or free drain opening special. They scheduled me between the hours of 8AM and 10AM. It's now 11:00AM. Still no one here. I called their office and they said that they had told me it would be between 8AM and 12PM.

Not correct.

I specifically remember thinking Gee, that time window's better than the cable company. So, now having taking time off of work, I am waiting in a technician that will show up at the tail end of their supposed window and make me miss even more work. I guess cheap is as cheap does. I will update once they come out. (Fingers crossed)

UPDATE: They called me at 11:35 to let me know that they will be late another 30-45 minutes. So now half my day has been wasted waiting on a company that had the courtesy to call me at the tail end of their window. I understand delays happen, but this could have been handles way better.

Mop P.

12/28/2019

First when you call it's some kind of shared hotline between multiple companies. They pass the message on, and might not call back until the next day.
I think they try to get you to spend unneeded money. The tech came out and pointed to stuff on my air conditioner outside condenser unit and basically said I needed to spend a few grand replacing my entire system because leaking Freon. Then they put me in the phone with some guy from another part of their company that sells the units, who sounded like he was doing me a huge favor by talking to me, bc the tech came like 3 hrs late, at about 730pm by the time he finished.
I called a different local guy recommended to me, and he refilled it and replaced something in the attic for a couple hundred bucks and it's been colder than ever and doing fine since.
From the time I called cool ray until the time they actually came out was like 9 days of horrible may heat, this last summer.
I think they are just too big, just try to up sell the customer.

Kevin L.

08/01/2017 12:00:00 SA

If I could give a zero--or, more accurately, a minus, I would. My experience with this terrible company was one of the worst no-service experiences that I ever had. The technician came to diagnose my working AC system that had a loose motor. (I had one company come to diagnose, so I only contacted Coolray for a price quote for the repair.) After the technician left, the system was no longer functioning. Instead of agreeing to return to restore my system, the customer-no-service agent was aggressive, rude, argumentative, and began telling me about the problem with my system about which he had no knowledge. I am now out $79 and saddled with a broken AC system. Stay far, far, far away from this company.

Matthew O.

02/03/2018 12:00:00 SA

This is in regards to Britebox services which is a subsidy of Coolray.

Having worked in various customer facing jobs throughout the years I have learned that how a company reacts to issues is far more important than the issues themselves. While every company probably strives to be perfect the first time out, companies are generally composed of people and people are generally pretty fallible.

I contacted Britebox to have them install a pull down tv mount above the fireplace in my new house as well as installing a soundbar below the tv on the same mount. They arrived on time for the initial appointment and got everything together other than the soundbar because the mount they had didn't properly support the soundbar. The sent someone out a few days later to mount the soundbar with a different setup. Unfortunately during that process my TV wasn't supported properly and ended up with a bend in the screen.

After contacting Brandon at Britebox they showed up with a brand new screen (65LGB7 OLED, so not a cheap replacement) yesterday as well as a new bracket and mounted everything perfectly. Would I have been more excited if it had just been perfect the first time? Sure. Did they leave me satisfied as a customer? Yes. Taking a crappy situation and making it one where a customer would recommend their services to anyone that asked is no small feat.

Ernie R.

7/24/2018

i had a very expensive complete hvac system installed by coolray. on 22 july, my wifi thermostats were off, no power. i called for a service call under the 10 year parts and labor warranty. the answering service scheduled an appointment for 23 (2018)july after 4pm. they assured me it would be no charge.
while at work, i received a call from coolray and was advised i had to purchase a $179.00 per year (x 10 =$1,790.00) to maintain the warranty. (purchased from home depot sold and installed by coolray). when i arrived home early. my house was cool, my thermostat was on and working. i called coolray to tell them that i was home early and that i had purchased the service contract. i asked if the serviceman could come anytime. the very rude lady told me there would be a $79.00 service call, that was before i told her the thermostat was back on. when i told her it came back on she said that i had to pay the service fee and that she would cancel my service contract. i said that wasn't the issue, i asked if their installer programmed my thermostat on his cell phone and turned it off so i would have to call in for a service call. she then went on this non stop tirade about cancelling my contract and i couldn't get a word in so i finally had to yell into the phone, please stop! she hung up on me, i called back, she hung up on me again, after the 3rd time calling and being hung up on, i gave up. the serviceman never called or came over. my take on the entire incident is, somehow my thermostat was turned off via bluetooth. i did not or even would know how to program my phone to operate my thermostat and working in the electrical
field for 52 years, i tested the power to the stats and had power to the device. i wanted the serviceman to explain how that could happen, but unfortnatly he never showed up.
coolray is on my scam alert list until the owner calls me and explains to me what happend and proves my deduction wrong.

Mike W.

6/24/2023

So just under 5 years ago I purchased a HVAC system from Cool Ray. It was more expensive than the other 2 quotes i got but i figured it was a big company, well respected and would take care of me. So in May my indoor thermostat said there was a communication error and i called Coolray. I had a parts and labor warranty but was told by the tech that it would cost almost $1000 even with the warranty, because the mother board needed to be replaced and it wasn't covered. I called another company who came out and 10 minutes later told me my data cable was disconnected (squire chewed thru it). He ran a new cable and charged me $300. HVAC has run like a champ ever since. Question is if Cool Ray replaced the motherboard and it didn't work, would they return the money??? I think not, but they would charge me more to replace the data cable if they even realized that was the problem.

Corey P.

6/18/2017

Technicians are good, but customer service and scheduling at the head office is horrible. Book a day and time, or await them calling you back, and you would have better luck winning the Powerball lottery. They are horrible.

Justin N.

01/07/2013 12:00:00 SA

After reading these and similar reviews, I thought I'd give Mr. Plumber a call after noticing a clog at an older house we recently bought. The plumber came out as scheduled and proceeded to remove the clog as promised(all though it was $193 as he had to go on the roof). Fair enough. There was a second pipe that we mentioned wasn't draining great so they said they could snake it(for $93) and if it didn't help, there'd be no charge. Great! or so we thought. After running about 15 feet down the drain, the plumber was unable to get the snake back out due to the turns in the pipe. A second plumber came out a few days later and confirmed that it was stuck and we should replace the pipe. After asking specifically if this was an issue with our pipe or with the snake being stuck, we were told the pipe was fine, but they'd only be able to get it out if we replaced the pipe. So essentially we went from having a pipe that drained to having a snake stuck in there and being charged $500 for new piping. The first plumber even mentioned that he thought there was a fair shot it'd get stuck after the fact! Why not pass along this info before presenting the customer with a $500 charge?! The fact that a company would ask us to pay to replace a pipe(i.e. give them business) due to the fact that their tool got stuck is absurd! I realize that it can be timely and inconvenient to take apart the pipes(although they are out in the open in the basement), however give the consumer fair warning in advance. I would have never risked cleaning out the drain had I known a potential outcome was the snake being left in there with no clog being discovered. I dont even mind paying a reasonable amount, however $500 to replace about 5 feet of pipe with pvc is absurd. Beware of this company if your pipe has any turns.

Janice S.

12/16/2012

We had a terrible sewage clog that backed up into lower tub and toilet. Tried using stuff from Home Depot to unclog, but nothing worked. Heard about Mr. Plumber's $93 Clear Any Drain or it's Free deal. Andy, from Mr. Plumber, came on a Sunday afternoon and cleared our drain. He also pulled up the toilet and replaced the wax ring. All for $193. We had a similar problem 7 months ago and was charged much more by Superior Plumbing for the same repair.

Thank you Mr. Plumber, for offering a great service for a reasonable price, and for hiring knowledgable employees w/ great attitudes! You are our new go-to plumber!

Evan M.

11/28/2016

A four hour service window (as in our tech will be there between 12 and 4) is insulting enough to ding a star from Coolray.

What makes it worse is when they just don't even make it - they gave me a window and didn't even call me to tell me they weren't going to show up. I had to call them to figure out what was going on.

I wish I had just accepted my wasted afternoon and washed my hands of Coolray then and there, but no, I gave them a second chance after they said they'd give me $25 for making me wait.

So, I reschedule...and they give me a 4 hour window again. 3 hours into the window they call and say we'll be there soon, which is nice I suppose? Well...an hour and forty five minutes later they haven't arrived. They are now 45 minutes later than the service window. Yea, that wasn't fun.

And then I get the $25 in the mail. And it is a gift card for Coolray. Not a visa gift card, not a check, a gift card for their own services. At this point I'm tired of waiting on technicians who always show up late (if they show up) and have decided I'm done with coolray, so I guess the giftcard (which has no cash value of course) will serve as an ice-scraper if Atlanta ever decides it is winter and I need such a thing.

Don't waste your time with Coolray, find someone who actually cares about your schedule.

Febby F.

06/06/2016 12:00:00 SA

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!!

Kenya A.

4/27/2014

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.

Pat S.

02/12/2022 12:00:00 SA

Horrible company. I met one of their consultants at a Home Depot and agreed to get a service Tune up. I needed one of my units checked at the time anyway as it was blowing cool air (in the winter). The technician, I and others believe, cut wires (I have pictures) he was not supposed to have cut, ultimately killing my board. Nothing blows out now. In addition, he serviced a second unit and my second unit now sounds horrible. It sounds that way only after he worked on that unit. I will never ever recommend using them.

Richard G.

4/20/2017

Been a customer for over 10 years. They've always been very good and responsive....until now. Tried to schedule on line...no response for two days. Finally called..got a 4 hour service window..FYI..I paid $250 a year for a service plan..wow. They come out on the day after I called, but I didn't know that we needed to turn off the a/c unit so it was frozen and they couldn't work on it. Ok..so that's my fault although they never mentioned to turn it off..but ok. So now they put me on the next day as a backup, but never call. I'll be taking our business elsewhere. Horrible customer service..can I give zero stars?????

Steve K.

5/22/2023

Adrienne of the Water Service Team was extremely helpful in explaining all the options available to me. She is very professional, courteous, and patient in answering all my questions. I am very pleased with the Reverse Osmosis services that I was provided and the maintenance plan that I enrolled in. Thank you Adrienne and Coolray EcoWater systems!

Terri J.

5/25/2021

In the last three months I had a hot water heater go out. I called Coolray/Mr. Plumber for help. No one would be available for days. I called another large company and they were there within hours. I happily paid them to replace my hot water heater. Yesterday, on the first 90 degree day this year, AC unit goes out. No one available for days again! I had purchased the unit from Coolray and paid for a service contract but that does not give you priority in a crisis. I have now called the competition twice in 3 months and they have provided immediate, professional, after hours service even though I had no contact with them. I will never look back.

Darin G.

06/08/2020 12:00:00 SA

Having an absolute nightmare of a time with this company right now. My house has been 80 degrees since Friday at 7pm... mind you they just completed my bi-annual maintenance last Saturday and now the blower motor has gone out.

I spent 12k or thereabouts on this system and now they have my money and customer service is gone. I'm totally frustrated with their lack of communication for existing 911 customers

Follow-up: after 4 calls, 1 every 30 minutes this morning with increasing volume and urgency they finally agreed to come install my blower motor today instead of tomorrow. And made me feel like I'd done something wrong. Still angry with them.

Brian S.

8/27/2020

The experience with this business got off to a bad start. They made an appointment and even texted a picture and stated that the technician was on the way. However the first technician never showed up and after waiting three hours I called them. I was told the technician they had sent had an emergency and they would dispatch a new technician immediately. It was approximately another hour and a half before I received a second text message with a picture of a new technician that once again said he was on the way. That technician also failed to show up and after waiting 2 hours I gave up and left. I noticed that a coolray van was in the parking lot of the mall that's directly in front of my subdivision. Being perturbed and nosey I parked and walked into the sports bar and there was the technician sitting at the bar eating and having a beer. The next morning a third technician was texted to me. He showed up on time and fixed the problem within 15 minutes. The bill was reasonable in my opinion.

Dk P.

9/17/2014

The company I work for has a contract with them. They are great, there are no complaints. They don't cost a fortune and are prompt and professional.

Milton D.

3/20/2015

Coolray/MrPlumber is a total ripoff. They should be ashamed of taking advantage of elderly customers. We had a sewer backup that took a few minutes of their time to fix. Cost us $600. We could have used someone else the following day but having elderly people in the house, that was not an option. And they knew this. I now know which company NOT to call. Also, they try to push a sewer camera inspection on you. It is free. Wonder why? Also, they would rather you not be home for that free camera inspection. I'm sure they will ultimately find something wrong and try to rip you off even further. The tech said 9 out of 10 sewer backups they see are caused from broken pipes and need immediate attention. Other plumbers would disagree. Stay away from this company. I should have read the online reviews before mistakenly contacting them.

Brett J.

7/15/2019

Overpriced!!! Go somewhere else for HVAC work! They just charged me $427 to replace a $50 pump that took the technician (15) minutes to replace.

That was after he told me the work would cost $1,100 for everything that they recommended I replace. I won't do business with them EVER again!

Van D.

1/29/2020

I am very disappointed in the job that they did for me. If I could do it again I would have gone with another company. I was without cooling for 2 weeks because the installation was botched. Finally got it corrected after the tech came out 4 additional times.

C. F.

06/06/2019 12:00:00 SA

Updating my review to include that I received a refund. I was glad to get my money back and Kim was helpful.

Laryssa F.

10/13/2016

Our air conditioning unit went out at the end of May this year. It was over 20 years old and needed to be replaced. We called Coolray out and they recommended this top of the line unit. We spent $13,000 on this unit and everything was great for a couple of months. Now, here we are, in mid October and I have had a technician to my home 4 times because the unit keeps going out. They have been out twice in the last week. And guess what?! I come home today and ITS NOT WORKING AGAIN!!!! Now the tech who has been out has been extremely nice and I have been patient, BUT it is VERY frustrating that I don't have any a/c or heat and unit is barely 4 months old!!! Come ONNNNN!! If I could do it over again I would NEVER deal with this company!! Still waiting to hear back from them when they can come out to fix my unit. Hopefully we don't freeze tonight because apparently $13,000 doesn't guarantee you will have a/c or heat when you need it!!!

Joe M.

05/07/2022 12:00:00 SA

I have been with CoolRay since 2008. I just spent over $20,000 for 2 new HVAC Carrier units in my home on December 2020. Since then, my upstairs a/c unit has already had two major repairs to it, in just its first two springs. Likewise, my lower-level unit heat has also required repair this past April. Again, these units are barely over two years old, and are Carrier units. This simply should not be. I also had many similar breakdowns with my lower unit that I had purchased from CoolRay from 2008 until purchase of these units in 2020.

Amanda M.

7/13/2018

I haven't even had my appointment yet, and typically they are on the ball with things. Not so much this time. It's 90 degrees outside, 86 in my house, I have two kids and 4 animals. My ac not working at all isn't a priority to them. An appointment was made this morning (7/13) but they aren't coming till tomorrow (7/14) afternoon. How ridiculous. If i didn't have to use y'all, I probably wouldn't.

It's T.

12/26/2022

Poor service from day one! Tech cam out but needed a supervisor to determine what I needed(first clue inexperience). The supervisor came out and told me what needed to be done as well as took pictures of the furnace location (2units in crawl space). This didn't help as the technician still REMOVED THE WRONG FURNACE! It was only blowing in two rooms so they never verified their own work!They came back removed and reinstalled at the right location but tied the separate rooms in. Now 8 months later nobody showed up for the maintenance and the system is down just in time for Christmas! Whats the point of a maintenance plan or emergency call if it takes 5 days for them to be able to come?

Scott G.

10/02/2012 12:00:00 SA

I have been using them for years and paid them thousands of dollars over that time. Recently one of their HVAC Techs accidently damaged one of the AC lines which caused a major leak in my attic. I had to pay over $700 in repairs to the ceiling and drywall. The tech called me to apologize and I called their office to ask for re-imbursement. They refused to pay us a single dime. I would fire them immediatly but I already paid for a 5 year maintenance contract.
It is quite clear that they do not value their customers and in the future I will be sure to hire another company.

Cindy C.

2/22/2023

What an amazing experience with the technician that serviced our AC unit. Very professional and polite. They went above and beyond. The guy didn't have an air filter on his truck but he brought one by my house the following day. If you are having trouble with your unit they are the people to call. 100% I would recommend again and again

D Z.

11/11/2015 12:00:00 SA

I bought a new condo and the AC stopped working.

There was a sticker showing that my unit had been serviced by Coolray many times so I called them.

They were great on the phone. I scheduled an appointment and a technician came to my house. Technician arrived on time and called in advance.

He looked at my unit and told me the control board was broken and I needed a new one. He said it was going to cost $600 to replace this control board. I thought that seemed high so I said don't fix it and paid him the $79 for the visit. The technician tried the well you know if I don't fix it you aren't going to have heat this winter line followed by I don't even know what we pay for these parts

I did some research and found the control board online for $89.99. I bought it, unplugged the wires to my old control board and plugged them into the new control board. This took 10 minutes. The air conditioner and heater both worked.

So if the part costs $89 and it took me 10 minutes to install this part......how did we arrive at the price of $600?

Why not charge fair prices and keep a customer for life. Unfortunately there are people who probably pay these absurd prices because they don't know better and have no idea they are being ripped off.

Jim W.

08/11/2023 12:00:00 SA

We had a leaking drain pan caused by overflow of water from our AC unit. We happened to be in Home Depot and a stand was set up for a discounted AC service from Coolray Heating and Air Conditioning. We have used Home Depot service contracts many times in the past and felt great about using anyone they partnered with. We signed up for the service at the stand and waited for a call to schedule, which never came. After several days we had to call Coolray to schedule. They claimed they didn't have any record of us signing up for service at Home Depot's stand. We went ahead and scheduled. The service technician was friendly and thought the system might be clogged. He recommended unclogging the drain lines which would cost $200+. Seemed overpriced but we needed it fixed. Once he said he unclogged the drain, he said the drip pan sensor and pump needed to be replaced, another $600+. We had no choice but to get the work done to stop the overflow problem. I later looked up the sensor and pump which combined was below $100 on amazon. $500+ labor cost? ridiculous! After the work was done and $900+ later, we were at least happy there was no more overflow problem. But within two days the overflow was back. We called for the technician to return, At that time he claimed we had freezing in the units and we would need to install a freezing sensor in both units which was more $$$$$. I looked at yelp and read some of the reviews stating Coolray up charges all the time. The technician also stated the installation of the AC units were done incorrectly and we should consider redoing it all. We told him no thanks, we would be getting a second opinion. The same day we had someone come for a second opinion with 30 years experience. He said it sounds like you just need the drain cleared and likely clogged. We told him we paid to have the drain unclogged. He cut into the drain line and found a massive clog that was causing the backup. He cleaned it and charged $95. He also said there is no indication you system is freezing. It would have shut off automatically if it was freezing up. He also stated he has not put in a freezing sensor in 30 years of doing the work. They are not necessary since there is an auto shut off if it freezes. He also said our system was installed properly and Coolray is ridiculous for telling us it wasn't. I sent an email to the President of Coolray explaining our situation. It was the customer service manager who responded to my email. She totally dismissed the situation insinuating the technician did nothing wrong. Terrible customer service.

I would completely avoid using this company for anything as they are incompetent, untrustworthy dishonest and no customer service of any kind.

Dennis T.

5/14/2015

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 1/2 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.

Anna H.

09/01/2017 12:00:00 SA

The technician came out and hardly looked at our A.C. units. He didn't even go in the attic to look at the whole machine just looked out side and basically said we need new units and a sales men would be out at 5 to talk to us about it. They said we would need 3lbs of coolant in each unit and there were leaks in each one that would be costly to fix. Luckily we had a second opinion from a differnt company. Once he cleaned our unit and got in there and checked the attic, there were no leaks! Our units combined only needed 10oz of coolant and One unit needed a new coil. Problem fixed and our machines are in good shape! I feel totally scammed by you!

Anna B.

11/22/2017

Do not use this company!!! I paid before service was completed and now 3 months later, they are calling me saying that they have no proof of payment. They also said if I didn't send in proof or pay by the end of the month then they would send it to collections. Luckily, I had the receipt still that said paid. They tried to say that even with a receipt that it may not have been paid because the tech wrote on their end that the card didn't go through. The receipt shows payment with card but also says cash- so it was paid. I had to speak to the boss to get this taken care of. She finally, upon receipt of payment, said they would clear my account even though they couldn't locate the payment on their end. They clearly need to get something straight in their office, as trying to make customers pay twice is unprofessional and wrong. Whatever you do, do not use them and be sure to save your receipt if you already have.

Peter B.

12/29/2020

Very disappointed. We purchased a yearly maintenance program several years ago. They come out twice a year for a Spring and Fall check up, and we also get a discounted rate if they have to come out for any issues.
Not too long ago the heater stopped working. A technician came out, was very friendly, but he recommended that we get a whole new system because of the age. Yes, our HVAC is over 20 years old, but it's been running great up to that point.
The technician also said that our yearly maintenance program was up for renewal soon, and if we wanted to go ahead and renew it. I said yes and paid the $158.
I decided to go ahead and call a small, independent HVAC person to come give a second opinion. Turns out we just needed a new blower motor for $300. Yes, the system could go out for another reason in the not too distant future, but at least we didn't have to shell out $5000 for a new one.
I felt that Coolray was dishonest and was only concerned about themselves and not the customer. So I called their office and requested a refund of $158 that I paid for the yearly maintenance program. It still was not up for renewal for another three weeks, and they said no problem. A week goes by and a credit has not been issued to my card, so I called them again. Again, they said they would honor the refund. Another week goes by, and still no refund. This time I request to speak with the accountant. She got on the line and said that they would take care of it ASAP. A few days go by, no refund. I tried calling again, and no answer. I called later in the day, no answer, Just a recording with an option to leave a voicemail. No one called me back. Eventually, weeks later, they issued a refund for $79, just HALF of what was owed. Really?
I thought it would be safer dealing with a large HVAC company, that we would not be taken advantage of or have to deal with dishonesty. Turns out it was the other way around.
Do your research, ask for references. I should have looked at the reviews first before working with Coolray. Lesson learned.

D C.

09/04/2019 12:00:00 SA

I was pleased with the repair. However, for whatever reason I can't reach complete satisfaction with this company. Hell, third time might be the charm! BB up next, I guess! I called on MrP earlier in the year and the technician made the repair and broke a ceiling tile without telling me. This time around, I called on CR for svc. I booked online which was easy, interactive and very convenient! The technician came within the window and was very pleasant. I explained the issue and returned inside to wait on the diagnosis and quote. That never happened. He rang the bell a little more than 1/2 hour later and showed me the unit, repaired and working properly. I hate to think what would've happened had I not been able to afford the repair. Mind you, it was a few hundred dollars! The techs should definitely consult with the client PRIOR to any repairs being done! Also, they offer 10% off for booking online. When I called on MrP the tech never applied it, this time I had to mention it in order for it to be applied. I dont feel like I should have to remind the technician to apply that discount to my invoice if the company offers it and is aware of how I booked the appt. I call on these companies because of Dave Baker and for the most part I trust that anyone he recommends will get the job done properly. Maybe I'll get complete satisfaction on one of these go rounds.

Pj J.

08/05/2022 12:00:00 SA

Coolray is so dishonest. Their parts warranty is covered from the unit I have which is Carrier Corporation. If I need any parts replacement, I shouldn't have to go through them, and Why am I beholden to their maintenance contract for 10 yrs when they want additional dollars just for troubleshooting. Be very careful of this dishonest company.

Roger S.

3/13/2017

Hear the advertisement for Coolray on 95.5 FM News Talk Radio, was thinking that they would be able to help me get my heat working before the weekend. When online to place an appointment and they called me back with in a short while, asked about what the issue was, but when they found out that this was a Manufacturer Home they said that they don't service mobile homes. Did not say why....

Clint D.

3/23/2016

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.

WIllis M.

08/06/2020 12:00:00 SA

need to start by saying this is a great company when it comes to responsive service time. You cant ask for a better company when it comes to customer service and friendly employees. Their prices for new equipment are very reasonable when comparing to the competition.

With all that said, when it comes to service cost on items not covered by a warrantee, you may need to shop that cost. I had Coolray come to my home do to a 3 year old + new AIR unit showing a fault light on the thermostat and the AC unit shutting down causing the inside house temperature to rise to 84%. When the technician came he found a cut wire within a wall and said the cost to replace the 20' piece of wire was $945. I personally cut the wall open to allow technician to see and replace the wire.(15 minutes).
I personally repaired the wall after paying the $945 for this wire replacement. keep in mind that the wire cost approximately $25 .

(I know many of you are asking why did I pay the cost. At the time and temperature of the home having family inside, we could not wait until we found another company to come repair this as this all happened on a Friday afternoon. )

I contacted another local AC company after the fact who said they would replace the wire for $150 if I cut the wall open as I did. The total work time was 1 Hr+. In addition to the repair, the very nice technician found that my air filter needed replaced even though another Coolray technician had just come to replace it weeks before but said no replacement was needed. I do not believe that the first technician even checked the filter do to this finding.

I want to again say, Coolray is a good company but this customer is very disappointed. I will continue to refer others to Coolray as I have done to many others including 3 family homes but now with extra warnings to all. Be careful of any service cost and repair.

Chris W.

08/08/2016 12:00:00 SA

Poor customer service. Called out because breaker was tripping off AC unit.
Tech came out said unit was fine but low on freon. Said being low on freon might cause unit to overheat and trip. Added freon and unit tripped later that day. Ordered a new unit to be installed next day. Breaker tripped again, called Coolray out again. Tech came out and discovered breaker was tripping due to some outdoor lighting, not the AC unit.
Installed a $3500 unit that we didn't need!
Called a supervisor to explain expecting to be compensated for the unneeded AC unit.
No compensation, no apology for not having done a better job of diagnosing problem.
Won't use Coolray again.
What the company should have done. sorry for the poor diagnoses but since we have already have installed your new unit we will reemburse you $$$ for our mistake, we'll try not to let that happen to other customers in the future.
I would have continued to be a regular client.

Steve B.

7/26/2019

One star is far, far too generous. Had them come out for tune up on a system that was running OK, but figured routine maintenance was in order with a hot summer. Wow, what a colossal mistake.

Within 2 hours of the completion of my tune up the AC STOPS WORKING. Great job, Coolray. The tech was worse than a used car salesman pushing a new HVAC system at every turn. And... prices are exorbitant.

If Coolray worked as hard at fixing and maintaining systems as they clearly do selling new systems, they could reasonably claim to be a repair service. They are NOT in the repair business. As it is, they aggressively, relentlessly up sell and, evidently, create problems that didn't exist before their visit.

I'd sooner have a team of lobotomized orangutans service my HVAC than have Coolray at my house again.

Mindy N.

10/03/2019 12:00:00 SA

So pleased with this company!!!

Our 10+ year old AC started conking out - right in the middle of the hottest days of the year! I did an online request and was called withing 10 minutes, had an appointment for the same day and Brandon called then showed up ahead of schedule.

He was honest about what was wrong, showed and explained everything to me and was able to repair the unit quickly.

I was so impressed with their customer service and people, I bought the maintenance plan along with the repair. They never tried to upsell or sell me anything I didn't need and if they can keep this unit working for a few more years, I will definitely buy my next AC from Cool Ray!

TT T.

8/15/2023

Our Coolray HVAC system has been useless since it was installed 8-30-22.
We have had numerous service calls to try and resolve the issues, to no avail.
Last week, we requested to utilize Coolray's two-year money-back guarantee via an email contact with President Tim Smith. We asked for a replacement system or for Coolray to remove the system and return our money so we can purchase a new system.
No one has responded to our request.
This system is less than one year old.
To be perfectly frank, our experience has been that once the system was installed and paid for, Coolray had no interest in our complaints or concerns.
We do NOT recommend Coolray.

Steve V.

7/18/2018

So I call Cool Ray to fix an AC problem, as usual these guys know their stuff. Granted it was an expensive fix, but when Coolray has to fix a problem that the original contractor screwed up well. The Tech shows me what the contractor did wrong, and proposes a fix I can live with. For the amount of time it took for him to re-build, it was certainly worth the extra $

Nikki A.

8/26/2015

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 2nd 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

Tonya S.

12/08/2020 12:00:00 SA

I have to admit my most recent experience with this company began a bit shaky. Hence, why a full five stars was not awarded. READ ON TO UNDERSTAND WHY FOUR STARS.

I was disappointed after being advised that the 7k system I was sold was covered under lifetime warranty was not necessarily true. The HVAC system itself is covered but the zoning portion of the system is not. I was facing another hefty service charge on top of my annual service agreement. Shame on their sales department for misleading.

WHY THE FOUR STARS!

I must highlight the exceptional service that Derrick and Donte provided me today. They were the first in the 6 years of having this system to effectively and actively listen to me. That lead to them accurately diagnosing the issue and repairing the system. Unlike the others who dismissed what I said or tried up selling me on items I didn't need.

Derrick took the time to not only repair my system, he also made every effort to make this right. He even went the extra step to look at every air vent for correct installation. Where he noticed that one vent was installed backwards. That too was corrected.

Derrick and Donte were not assigned to my area but I was certainly blessed to have had them assigned to my ticket. I would give the two of them 10 stars alone.

A HUGE THANKS TO DERRICK AND DONTE. I HOPE TO HAVE YOU GUYS ASSIGNED TO ANY FUTURE TICKETS.

Beth W.

08/05/2015 12:00:00 SA

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.

Patrick P.

10/20/2022

We had Alan come out and service out HVAC units in preparation for winter today.

Very prompt, professional, thorough, friendly, and helpful. Explained everything to me so I could understand and make sure I am aware of potential issues.

We have been in our home for about 18 months. With service like this, we can count on being cool in the summer and warm when it counts.

Thanks to Alan for his help today- see you in the spring!

Thomas B.

03/05/2013 12:00:00 SA

I write this review after spending the better part of 3 hours cleaning up the enormous puddle of RAW SEWAGE left by the Mr. Plumber tech that was at our house the last 2 days.

To explain - we had one of our sewer lines blocked and I tried the $93 or Free offer from Mr. Plumber (part of Coolray). To their credit the bill was $93 and they cleared the clog from the pipe. I wasn't really expecting white glove service for that amount of money but what I did not expect was to have to clean up the enormous puddle of RAW SEWAGE (did I mention that before?) that was left in our bathroom. And when I say enormous, it is a small bathroom (about 6 x 6) and you could only see about 25% of the floor - to me that is a lot of sewage. The rest was covered with what came up out of the pipe.

The other stuff - being late, not finishing the same day, forgetting to schedule a follow up to finish the job - is annoying but can happen. Leaving our home they way they did - to me that is inexcusable. Of course the tech did offer to give me the phone number of a restoration company so I could call and get someone to come out and clean up after them. He also made sure to point out that I needed to take care of this quickly as the sewage would quickly become a health hazard. I will think very long and hard about ever allowing Mr. Plumber or Coolray anywhere near my house again.

From the Mr. Plumber Web site - When you invite one of our State of Georgia licensed plumbers into your home, you will know they will always be on-time and will give your home the respect it deserves. SO WRONG!!!

Marsha K.

12/29/2019

I have purchased two new HVAC units from CoolRay in the past year on the advice of a friend. The heating went out on one unit two weeks ago on a cold December day. That unit was about 4 months old. Now they are replacing a part on the other unit which is about 8 months old. I have lived with several units over the years. Most last 20 years. For units to break their first few months of service is unheard of. I am writing this review to protect other people. Start with Consumer Reports and choose reliable units.

Jaci S.

10/19/2022

Aggressive and scary guys. As a mom with two young kids I am not comfortable with these guys coming in my home. The guy who drives the van with tag rkv8510 is especially rude.

Laurie R.

4/13/2023

I had a service contract with CoolRay since early 2021. In June 2022 my A/C system quit working and they sold me a new system. By March 2023 this system also quit working. After three service calls, they determined the wiring had been done incorrectly and fixed that under warranty. But they also identified other things they felt needed to be fixed snd wanted to charge me more than $1,000 to fix them. When I had them replace the system in June I expected it to be fixed. And if there were other problems, they should have been identified when they inspected the system before. I have called and emailed them about this but they refuse to communicate. Bad experience!

Lisa J.

05/09/2021 12:00:00 SA

Our overall experience with CoolRay would only be a 2 star rating. That's because they actually came out to do service and to respond to a concern.

Their 1st technician SHOULD have informed us that he didn't have the part specific to our unit on hand, and what the price/charge of the one he could install at that time would be before installation so we could make an informed decision. {CoolRay's charge is 3 times the price of what the part actually costs}
And, either he didn't know how to connect it properly or he was in a hurry because the way it was wired/connected did not give the compressor enough power, so eventually the motor burned out.

They are not willing to take ANY responsibility for their technician's part in our now useless unit.
They will, however, over emphasize buying their maintenance plan! [which will not cover their overpriced parts]

As their 2nd technician put it they are a business out to make money . So this tells me they are not really concerned about the customer's well being in the long run.

WE DO NOT RECOMMEND THEM!!!

Kurt L.

3/16/2018

I didn't have a good experience with Coolray. I called around 7:30pm because my heater went out and it was supposed to be below freezing. I looked for HVAC companies that worked later in the day and Coolray popped up. Technician showed up at my house around 11:00pm I walked with him down to my HVAC unit and he looked at the unit for about 5 minutes and told me it was my gas valve. He mentioned my unit was from 2001 and that he was surprised it even lasted that long. I was very confused because I had just moved in a year and a half ago and when we purchased our house they said it was brand new. The technician went back to his car and then knocked on the door and told me it would be $900 to fix. He then went on to say due to the age of the unit I should probably go ahead and replace it. He said a salesman would be calling me shortly about having it replaced. At 11:15ish a salesman called and went on a long pitch about how I should not only replace my furnace but my entire HVAC. He asked if I wanted to do it and I said no because I wanted to look into it a little more. After the phone call, I went downstairs and took the serial numbers off my HVAC unit. I plugged them in online and found out it had been manufactured in 2016!! There was even QR codes all throughout the inside of the unit. I was very upset and genuinely felt like someone was trying to rob me. I called the manufacturer the next day who told me if there was a parts issue it would still be under warranty. I called Coolray and they had a supervisor call me. The supervisor said he heard their was a discrepancy with the serial numbers. I told him there was no discrepancy because I never even saw the technician write down the serial numbers. He said he would could fix it for $200 and would send someone out. Ultimately my heater was fixed for $309 for the service call and labor. This was a very disappointing experience. I still don't feel good about the entire situation. I will certainly be telling friends and family this experience next time they need HVAC assistance.

Jennifer L.

07/02/2019 12:00:00 SA

Listen single women. Do not have Coolray come out to your house for anything! They are con artists.
I was having a problem with a leak that came from the Water heating unit which was in the same closet as the downstairs AC unit.
The tech who was a plumber said that I needed a new water heater, a new air conditioner and 4 new toilets in my townhouse!
When I went out to his truck window, (he didn't know that I was right there) I heard him telling someone on the phone that he hit a home run and he was so excited.
He thought he had sold me the new water heater, A/C unit and 4 toilets!
When I asked him something about the air conditioner, he said he was a plumber and didn't know anything about air conditioners.
How does someone tell me that I need a new air conditioner when he says he knows nothing about an air conditioner??!!
Well, I called someone else to come out and look at what was going on in that closet. Come to find out, there was just a clog in one of the AC lines that needed to be unclogged!
Today, 4 years later, I still have the same water heater, AC unit and 3 of the 4 same toilets! Everything is running smoothly still.
Just thought of that story and how hot it is outside right now. Do not call Cool Ray for anything!

Marshall B.

8/21/2017

I needed my HVAC unit inspected and Coolray was recommended to me by my realtor. I called them and explained that I needed my HVAC unit inspected because I am trying to sell my home. The person I spoke to on the phone was nice enough and told me that she would schedule someone to come out the following day. I was told the technician would be out first thing in the morning, and I would get an email with the results of the inspection.

The next morning came and went. I called them in the afternoon and the person I spoke with seemed annoyed I called to check on it. She told me the guy was out there right now and she would email the report as soon as he was done. 3-4 hours passed and I didn't hear anything, so I called back. She told me she would check with him and let me know something.

The technician called me back, left a voicemail, and told me to call him back if I had questions. I have left the technician, Chris, 3 voicemails since that call and have not heard back from him. I have never received the email with the results of the inspection as I was promised. In my case this company has done a poor job of setting expectations and following through. I would look elsewhere for an HVAC service company. They don't seem to care about the customer here.

S B.

6/17/2013

Never on time and wouldn't do a thing. The first service call a tech was scheduled to come out around 2Pm. At 8Pm I was still waiting and didn't receive a call till after 8PM saying he would not be coming tonight and to reschedule. The rescheduled appointment day came he was suppose to be at the house again after 2Pm showed up late again this time for regular maintenance and it started to rain and didn't do anything but leave. Then when I called to find out when he was coming back I was told I needed to reschedule again and they hung up on me. Call back and they couldn't even give be a better time range than after 2Pm.

Scott W.

2/28/2020

Coolray replaced my downstairs HVAC in 2006. At that time they were offering lifetime parts & labor warranty assuming you kept yearly maintenance agreement. It is easier to have a single HVAC company service both of my units. Therefore Coolray has been it for the last 14 years.

Over that time I have noticed a deterioration in their customer focus, technical expertise, and ethics.

Most recently late last summer during a regular maintenance visit the technician attempted some big time up sales (blower cleaning, water detectors, capacitor, new upstairs unit, coil cleaning, etc., etc.), and I was not having any issues. He got me on a capacitor for upstairs unit. He assured that coolant in both units was fine.

Upon leaving my upstairs AC started leaking from the drain piping in my attic. So a couple days later same tech (little flustered) was sent back out to excuse the leak away. Once I wouldn't take the excuse he updated the drain piping while taking a call from HQ telling him he was spending too much time at my place.

Upon his leaving my upstairs unit just wouldn't cool. I called a second HVAC company to take a look. Coolant low.

Coincidence? Probably not.

I'm replacing upstairs unit this season and Coolray will not be one of the companies giving me an estimate.

Jim F.

4/18/2018

Now I know how Coolray makes their money - they rip off repair customers by charging for replacement parts at much much more than their cost. Two replacement parts cost $57.15 plus shipping. Repair quote of $1014 to cover two roughly one-hour visits plus the parts. Go figure.

Heather I.

3/17/2009

I called Mr. Plumber again and requested the same serviceman to come out to the house to find a leak in our 2nd dwelling...He arrived 8 hours late (he was supposed to be there from 8 - 12 and showed up at 4pm, he complained to my friend who was there to meet him that we should have chosen a warmer day for a service call. and then said that it would take him half a day and $800 just to find the leak for the other house. We said no thank you, called up a friend of a friend who works for Spectrum gas, they found the leak in 10 min and I paid the guy $75 for coming out on his own time. I'll never use Mr. Plumber again...I guess it's that old bait & hook - first time is really good so that you'll come back a second time!

Joe H.

4/28/2017

Do not use them, cost way too much for the services provided. They pulled a toilet and pipe snake for $683 WOW! Go elsewhere. I needed sewer repair and John Matlock way overestimated my job. He did not locate the snake head and show me the location of break. He just made me think of the worst case scenario...He want to charge me more than $4000 for the repair. OMG! I went to Rooter-Chis and got it done right

Hemanshu B.

10/25/2013

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.

James R.

7/17/2019

This is NOT A GOOD REVIEW FOR COOLRAY WHOM STILL OWES ME A REFUND FOR FRAUDULENT SERVICE!
Well what can I say about OUTSTANDING SERVICE it's SP AC AND HEATING NOT COOLRAY$$$!!! Nothing Steve at SP AC surpassed this level of service! July 4 my AC unit went out blowing warm air. I called CoolRay and they came out on Monday. The CoolRay guy came out that afternoon and the first thing he said was his name and years of service. First red flag.. he began to say that since my AC unit was blowing cold air it was the compressor. This is a Lennox of 1.5 years old. So he removed the rear electrical panel and 2 side panels. He said yes it's your compressor and it would have to be replaced at the tune of $1,600.00 to replace the compressor that still has the manufacturer warranty. He called Lennox and found out it was still covered. So he then stated the part won't cost you nothing but my labor will be $1,600.00. So immediately i called Sears Warranty whom I restablished my warranty. They said do not do this as this AC unit is still covered and without and testing how did he determine this?? I told Coolray to pack it up and go home. I told him to put everything back the way he found it. He insisted what for I will be doing the work. Stupid me I went in the house without watching everything being put back together. Sears came in the next day a competent tech whom checked everything and said it was a breaker in the breaker panel. Correct so we called Lite Bug electricians and they tested and proved what Sears said. But still no compressor movement or anything but hot air. This is now Wednesday night no air in heatwave weather. I called SP AC and spoke to Steve! I was at wits-end when Steve answered the phone. I told Steve this same story and he came out. He said I want to focus on What truly is the issue with my AC unit. He also stated that the unit is to new to have a blown compressor. He said I will be out in the morning (Thursday). We are using every fan unit and we're drenched by the heat. Steve came Thursday morning, and began to run tests. First thing he noticed that circuit key from the circuit outside to the AC unit was put back in upside down. 2nd he checked all of the wiring and compression with a compression system. Then he ran a Boom check bypassing the wiring in the unit to power on the AC unit (Nothing). He then started to believe it could be the compressor. Steve said wait a minute and looked down in between the top fan and saw the problem. Mr Coolray disconnected the plug to the compressor so it was not getting any power whatsoever! Steve removed the circuit key again and plugged in the compressor. He then plugged back in the circuit key and the compressor began to work!!! The compressor gauges went to the left and the compressor started blowing cold air inside. Steve and I noticed many of the screws was not put back in the unit. Steve replaced them he also said I was good with the coolant. Steve charged me $50 dollars after his proven analysis. CoolRay and Sears charged me $69.99 for NOTHING BUT AGGRAVATION. The electrician charged me $182.00 for his work and the breaker. Steve followed up with me 3x after that day to ensure all was well. He will be working on my AC from now on. No CoolRay has not refunded me my money as yet... Calling them again. Thanks Steve for your outstanding work and caring for your customers!!! PS:. This is not the first time I had this problem with CoolRay and was hoping things were different. But after seeing their reviews it's how they do business!

Hardyryan H.

02/09/2017 12:00:00 SA

I have been a Coolray customer for 15+ years, unfortunately the last 5 years have been totally disappointing and abysmal. I have (2) 4 Ton Trane Units in my home, one for upstairs the other downstairs. The technician Gerald came out to check the upstairs system, because it was making a noise. He diagnosed the system had problems with the heating strips in the heat pump, muffler blown off and no Freon in system, plus possible damage to compressor. He presented me the blown off muffler and wanted to charge $2672 to fix the system. I had my suspicion and began to question him, I googled what a muffler was, when he could not provide the right answer, I showed him on my phone what it does according to google. BTW, he stated google was wrong and proceeded to discuss his 17yrs of experience. I called Anchor Heating & Cooling, they immediately came out diagnosed the problem and found that Gerald - Coolray had sabotaged my system, by cutting off the muffler; therefore exposing the compressor and leaking out 14lbs of Freon at $100/pound of R22. Also, this damaged the coils because they left the system running. Hal the service manager at Anchor has pictures and documenting the events to send via email to Kimball Rice - Service Manager - Coolray.

In short, if you want horrible service, overpricing, purposefully damaged system to encourage you to buy a new Trane.....call Coolray....if you want to avoid what I just went through and not have to pay $6,400 for a replacement system....Repeat do not use COOLRAY

Ronald G.

5/25/2020

Company tech filled HVAC with freon on May 1, 2020. HVAC did not work and ran out of freon by the today, Monday, May the 25th. Today, a technician from Coolray came out to check the HVAC to determine why it was not working. He noticed frozen substance and said it was out of freon. But it was just on May the 1st, Friday, a Coolray tech came out to check the HVAC and filled it with freon. He also said he would add a leak sealant and this should last over a year but to review it next year. The system never worked and today, not even a month later, it is out of freon and not blowing cold air. The tech today said he would send someone out after the ice melted. So, I paid the company $500 for nothing and they are attempting to swindle me out of that amount and force me to pay more or even purchase a new unit. The tech never once said the freon would run out in less than a month. I would have no financial or sensible reason to agree to him adding freon that would exhaust that quickly. Now during the summer the company is using the cruel and uncompromising tactic of forcing me to pay for a mistake and misinformation they made and swindling me out of $500 of my hard-earned money and leaving me to suffer in the heat until I do I succumb and pay them more. I have been trying to contact the president of the company, Andy Piercefield, to inform him of this dishonest and especially cruel way some of the techs in his company are treating the seniors. I want him to send out technicians to rectify this problem.

Eddie Z.

08/09/2020 12:00:00 SA

Made an appointment with a person over the phone, waited during the three hour window. Thirty minutes after the three hour window i called to check if someone is still coming. The lady told me there is no appointment. She was going to give me another appointment. No thank you I got my service with All Good. After making appointment with All Good the tech called minutes later to give me update of where he is. I can wait for good honest customer service.

Andy D.

03/03/2012 12:00:00 SA

Our A/C went out on a Friday night, so I called and scheduled them to come out. They gave me an appointment time of Saturday between 8 am and 4 pm. That sucks, but whatever. I called at 10 am to confirm everything and they told me that they had no record of my appointment being scheduled. When asked when the next available service time was, they told me later this week, or maybe next week. I called Estes Heating and Air instead and they had the problem solved literally 2 hours later.

Brittany W.

11/09/2019 12:00:00 SA

I wish there was a 0 star option. I beyond frustrated with Coolray and their incompetent service and total lack of customer service. Upon calling them to come repair my heat, they showed up on Monday afternoon without the ladder needed to access my furnace. I have a maintenance agreement with them and this information should already be in my file (since we went through this same issue just a month ago when they came to repair my AC). I had to reschedule another time to be available and leave work the following day for them to come repair the heat. The following day, they told me that I needed a new part and quoted me on the cost of the part and the service. I had to remind them that the part was under warranty and therefore I did not have to pay for the part. They suddenly remembered. They told me they would order the part and call me when it was in to schedule a time to come back out. Two days later I had not heard anything so I called to find out if the part was in. The part was in and they said they would call me back to schedule a time. They finally called me back later in the day and scheduled to come out the following day. At this point, I had been without heat for 5 days. When the same technician came to repair the heat with the new part, he came up with a whole host of other issues (not the original issue where we needed the new part) that was causing the heat not to work but said that he took care of it and that it was working now. The heat worked for about 5 hours and then stopped. I called first thing the next morning for service and was told I would be called back to schedule a time but never received a call. I called again about 2 hours later and was given a time window between 12-3. At 2:30 I received a call that the technician would arrive in 20 minutes. At 3:00 p.m., his location (via the automated text) showed that he had arrived. By 3:20, the technician had not showed up to my house so I called the office. I spoke with a customer service representative, Tim. I asked Tim if he could find out the technician's ETA for me since this was the 4th visit in 6 days and I had other commitments that I needed to attend to that afternoon. Tim told me that he didn't know where the technician was and there was nothing he could do. I asked him he could call the technician and he replied no, all I can do is ask that you be patient. I asked to speak to his manager and after being put on hold for over 10 minutes, I hung up. Right now, I am still without heat and needless to say, I don't plan on using Coolray in the future (regardless of my existing maintenance agreement) and will be sure to let others know not to use their services as well.

T H.

11/21/2018

Coolray has been by far one of the worst companies that we've ever been serviced by. After our unit failed to heat, the technician blamed the failure on bad wiring....guessing game. Although we paid for service, our unit failed to heat again and we called Coolray. Unfortunately, there was no proof of payment. In order for Coolray to service my unit, I had to provide a receipt for my previous services. Absurd! After I reconciled Coolray's accounting records, the same technician visited (which I objected to) and blamed the heat failure on the compressor...guessing game. As of today, my unit is failing to heat and although I've requested that a Manager contact me, my request has gone unanswered.

Moral of the story: if you want top-notch service that handles your issues right (the first time) and provides excellent customer service, then do NOT call Coolray.

Kevin B.

10/02/2015 12:00:00 SA

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.

Jodi C.

5/30/2017

Tried to get a quote-- was told they would tell me the price on site and if I chose not to move forward they would then determine my fee. When I asked for a manager Anitra wouldn't send me one.

Only crooked companies don't disclose the fee up front. Sketchy!!

Keith E.

5/16/2018

We've been long time Coolray customers, even signing up for a multi-year service agreement with them. But something's gone horribly wrong with their customer service; we won't be renewing, and will be looking for other options. My recommendation is to steer clear of them.

To give our most recent example:
- We have a scheduled maintenance booked for between 8-noon, and I take the morning off from work so I can be at home. About 11:30 no one's showed up, and I call the office to be told they'll be there between 2-4. Why do I have to call to find this out? Why couldn't they have called me? I tell them that I have had to be away from work and I'll have to take off the afternoon but they promise me the service person will be at my house between 2-4.

- 3:30 I call again and get told someone will be there by 6pm. I tell them that's unacceptable, as we have to be away for the evening, and the person absolutely has to be here before 5pm. Just as we're heading out, 5:30, the service person shows up, starts the job, says it'll take longer than the time we have, and so leaves with the job incomplete.

- We reschedule *again* (for today, as I'm writing this) for noon-4. Guess what, no one shows, and we don't get any call letting us know that the person won't be there. TWO DAYS now I've taken off work. When I call the person at the desk says we'll have to book for YET ANOTHER day--making it three days off work. After talking to a manager they tell us someone will be coming later today. We'll see...

I would never book an appointment with a company and then not be at my house when they show up; it's unfair to their workers. How Coolray thinks it's apparently fine to simply not show up for a scheduled service call is beyond me, especially since--like many people--I have a job that I have to be at during the day. To compound this, we were never notified about any of these delays; we had to call to find out about them.

Coolray has some solid service technicians, but I can't in good conscience recommend them until they get their scheduling and management practices sorted out.

Neetie W.

04/03/2023 12:00:00 SA

Unethical behavior by technician!! One star is an understatement!!

I recently had Coolray Heating & AC come to my home for bi-yearly HVAC inspection. The technician came out and did his inspection and advised that I needed a new system at at cost of $11,000 - $18,000. I got a second opinion and was advised that my system was operating just fine.

More importantly I was never provide with a receipt nor a copy of the inspection report. When I called the office the next day I was emailed over the receipt and inspection report. I was totally shocked upon review of this documents that my signature and my initials had both been forged (criminal). I called back and asked to speak with the manager and was advised that he was not available but would call me back. I did speak with the manager and he apologized and advised that they did not condone these type of practices and he would speak with the technician one on one.

PJ P.

5/30/2018

Initially I was told I wouldn't be receiving a refund. However, someone from accounting called me back and had a refund check issued and in the mail immediately and I received it late last week.

Katie M.

07/08/2022 12:00:00 SA

We have had a maintenance plan with Coolray for a couple of years now, and they routinely come out for maintenance. Overall, the experience has been fine - nothing spectacular, especially given the price we paid for the maintenance plan, but not bad either.

My primary frustrations - in the home we bought, one of the systems was installed by Coolray (previous owners had a maintenance plan). The system is proprietary. So we could not replace the thermostat with a Nest or other remotely programmable one. I completely understand why they do this (locks you into only them for the life of the system), but it's annoying and something I wish I'd even known to ask about when buying the home.

My other frustration came today. I made an appointment almost a month ago for maintenance on our system between 9-noon today. It wasn't until 1:00 they called to let me know that they wouldn't be able to make it due to emergencies and rescheduled me for more than a week later. To be clear - I have no issue with getting bumped so that people without A/C get their back up and running. I do have an issue with waiting around all morning and not getting a call until 1:00. Once this maintenance plan runs out, we will be finding another service provider.

Fran S.

5/31/2019

I called Cool Ray when I did not have any success with another recommendation from someone.

Sophia scheduled appointment which was sooner than I expected since we were just coming off a holiday weekend. The tech arrived within a decent time frame. He did his due diligence by thoroughly checking the system including going into the sweltering attic to check the brain of the system. Bless him!

I knew I only needed freon which is what he suggested. I appreciate the efficiency of Cool Ray; however, one thing bothered me a little. Well, actually two things.

The first issue was the add on pricing to boost profits. I do not like for companies to do that add on selling in the middle of a crisis. If I were a naive and vulnerable person, I could have been swayed into absorbing an exboritant bill unnecessary to my major problem.

The second issue was I discovered a small brown lizard making the inside of my AC vent his personal bouncey house. I am terrified of lizards. I asked the tech to help me. His comment was, Well, looks like you have a brand new pet. How insensitive! Needless, to say I was completely out done, but I called a friend for the lizard issue and at least I could do it with cool air.

I see the negative reviews of others which is something I did not research prior to calling Cool Ray, but I would have to say, if your thermostat reads 86 inside your house, and Cool Ray is available, which is a plus because it seems they always are, then I say give them a chance.

Stay cool, my friends!

Ralph S.

1/24/2019

My 25 year old heating and AC system finally took its last breath in May of 2018.
After review several other companies pricing and equipment used in a new replacement system install I called CoolRay/Carrier.
David their sales person visited on Thursday assessing my situation. He was knowledgeable about the Carrier equipment and professional in his delivery.
Also their financing options were attractive because as you may know replacement of a entire home system will put a deep gouge in your bank account!!!
I decided to purchase a Carrier Infinity System with WiFi thermostat.
Jason and his assistant from CoolRay's installation team arrive Saturday morning.
Jason was well educated in the installation of the system and a pure professional. His customer service was 5 stars in my book.
The installation took several hours and they left my home as neat as a pin and removed the old equipment.
My heating and AC bills have plummeted with the installation of this state of the art system.
CoolRay was here today to conduct a winter tuneup and exhibited the same professionalism as before.
Top notch company with top notch employees and top notch customer service.
Highly recommended!!!

Noel D.

07/05/2014 12:00:00 SA

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.

Troy S.

12/08/2011 12:00:00 SA

Total RIPOFF! They installed an AC unit which broke down about a month after the warranty expired. (The weird thing about it was that they called me about 3 or 4 times trying to get me to extend it, but it was a totally overpriced for what it covered)

I paid $85 for a service call and they quoted me $1200 for repairs over the phone. The technician was there less than 20 minutes and didn't leave any paperwork with my tenant.

I called them in order to get a copy of the written diagnosis and was told that they didn't have and to call back in a week. However, they charged my credit card that day!!!

Katherine G.

10/15/2021

We have used Coolray a couple of times for air conditioning and once for electric. First the pros: They do respond very quickly and will have someone out to speak with you promptly, usually that day. They have a process in place that allows you to send in feedback for their technicians (this is also a little bit of a con because you will receive several emails asking for this feedback). They were good about refunding tech visit fees when we complained. The cons are pretty severe: The first time a tech came out for the A/C, the work he did resulted in our basement flooding (hose wasn't placed correctly, this was an enormous amount of work, mildew, etc.). The second time a tech came out he was a little pushy, which I didn't appreciate since I am a single woman and he was in my home at close to midnight (they do respond VERY quickly) - his demeanor was just slightly off. He relayed that the unit was very old and needed to be replaced. I told him I had bought the home recently but was pretty sure the unit was 2 years old. He insisted it was very old and that he could tell by the barcode. I called in the next day to get further info on a new system and his supervisor asked why I wanted to replace the system, since it was only two years old (he could tell by the barcode). I explained that his tech had insisted it was an old system, and the supervisor said something about the barcode being kind of hard to read. Okay, things happen, and they refunded the service fee. We didn't use them for A/C anymore though, we use a local A/C tech who does side jobs. Next we called in for an electrical problem for a rental. It was a $79 fee for the tech to come out, he couldn't tell what the issue was (I was pretty sure it was something to do with a fuse or circuit, tenants said they had checked the fuses). He sat in his car and wrote up a quote for almost $800 JUST TO TROUBLESHOOT. I said absolutely not. My husband went out, removed the front of the fuse box, and it was very obvious even to a novice like me that one of the wires had come loose from the circuit for the room that had gone dark. He stuck the wire back in and clamped it, put the cover back on, and the lights came back on. The tech was either completely uneducated in electricity or just never looked. I relayed this in the feedback for the tech and never heard anything back from them. We appreciate that they have a good process and the supervisor was honest and helpful. But if I didn't have a husband who was good at electrical work, I might have been out close to a thousand dollars just to find out it was a loose circuit. Was disappointed I was hounded for feedback and then never heard from them after I submitted it and asked for a call from them.

Joe R.

12/02/2012 12:00:00 SA

Great service. Great price. We saved hundreds compared to Superior Plumbing. Highly recommended.

Gerald W.

03/04/2016 12:00:00 SA

First let me say that I have never written a review on a company, but the service that I have received from Coolray warrants one! First the sales person tried to take my carrier cash rebate, by saying that the rebate was already in the price he quoted me. When he came out he gave me sheet that shows the air-condition and furnace together he wrote in the total price, but did not write in the rebate which there was spot on the sheet for it, and when asked about it salesman lied and said it was included in the total price. He told me that most customers wanted it taken off the total price. First of all I'm not most customers and he should have given me the choice to take cash or apply to my total price! They did give me the rebate but after I threaten to go somewhere else. 2nd problem is after they installed I have not heard from them to see how the install went or anything. 3rd I was referred to them by someone and that someone was suppose to get a check for referring me and that has never been seen. Not so sure about this company!!!!!! I might add that the installation team was great, that about the only thing that went well after spending almost 10,000 dollars!

Gilda H.

07/06/2022 12:00:00 SA

I have a maintenance agreement with Coolray that provides 24 hr emergency service. Free spot coolers, delivered and installed in my home.

My a/c went out Friday, June 24th. I placed service call Saturday morning @ 9 AM. No technician available til Monday afternoon. I asked if a technician would call me and try to walk me through things to check - no that's not possible.

Technician arrived 3PM Monday ( it's 85 degrees in my house)...he said I needed a board (that would take a couple of weeks to arrive) (board cost $3000) or I could buy new unit. I asked about the free coolers and they were all given out. I also reminded him of the 24 hr service I should have gotten. I'm a senior citizen with limited income also.

I asked friends for recommendations from providers they had used. I'm going on 5 days with no air. I called Brinkley Heating & Air and they came on Wednesday June 29th and they were able to get unit to work. He also ordered the board I needed and they have already received it and the cost for labor and board is $500.

Anyway, I will NEVER do business with Coolray again! I strongly advise you not to also!

Dennis C.

07/05/2017 12:00:00 SA

Air conditioning went out July 3 around midnight. Filled out the online form and tech Bernard was there before noon the next day (a holiday), which was amazing. Did not even have to call them. All I had to do was fill out the online form, which are often just ignored by businesses. Bernard was the epitome of professionalism. Identified the problem and explained it to me. Even showed me the part that had worn out. Then did a quick efficient repair, and addressed some other issues with the HVAC system while he was at my house. Outstanding service. I will remain a Coolray customer. And compliments to Bernard!

Marla S.

6/24/2022

Overpriced and under serviced: After replacing my AC with CoolRay, my furnace (which was newer and which I was told was in really good condition) suddenly went out 6 months later as soon as the cold season set in. CoolRay replaced a part for $500, but then still couldn't get it to work after 5 service calls and three technicians later. So I was told I needed a new furnace which they happily gave me a quote for. I asked another company to give me a quote on the same Carrier unit and got one for several thousand dollars LESS than CoolRay.
And don't believe the 24 hour emergency service on their website. My AC quit and even though it was exactly one year from when it was installed, they couldn't get anyone out for a couple days later. The temperature in my house at the time (8pm) was 82 degrees, and they wanted me to wait two more days through 90+ degree summer weather. I called the company who put in my furnace, and they walked me through some suggestions which had my AC back on that night. Then I wasn't able to cancel my service call because there's no option in their phone system maze to either talk to a real person or cancel a service appt.

richard s.

9/14/2016

I have been a customer of CoolRay since I moved into my first house, 31 years ago. We even moved during those years out state for 10 years. When we came back to Georgia, we immediately called CoolRay to get their service. In all those years and 4 different houses in Georgia, they have never disappointed us. We have even used Mr Plumber and have received the same curiosity service and professionalism from all employees of their companies. I highly recommend them to everyone.

Lynn V.

9/20/2016

Buyer beware when dealing with Coolray. I have paid for their outrageously expensive maintenance plan for years. When I actually needed maintenance they wanted to charge me again. They came out and performed maintenance on my low functioning AC. The AC never improved so I had another company come out again today and they said that maintenance had not been done on my AC. The filter was changed but that's it. Very shady. I do not recommend this company.

S C.

09/10/2018 12:00:00 SA

We fell for a great sales rep and paid premium for a Carrier unit. Wanted to make sure we avoided a no name brand on our AC unit for reliability and to avoid problems in the near future. Instead, we paid for the Carrier, but Coolray did such an awful install that we are paying for problems on the new unit anyway. We called them around 6 times the first summer. First time, their tech told us it wasn't installed right. Each time after, it was one issue after another. Fast forward to the next May. Once again it started warming up, it wasn't cooling right. Called Coolray again. I mentioned this shouldn't be happening and asked if they istalled a bad unit, because this shouldn't be happening on a new unit. They did tests and determined it was a refrigerant leak in an existing line. Wanted to charge me $1500 to run a new line on the exterior of my home. I got a second opinion and the leaks were in the attic and outside by the unit (both were from the terrible welding from the install ). We are still having problems from our new unit, due to installation problems. Do not use this company! We will never let them in our home again.

Royal M.

4/19/2012

So last November I realized I had a water leak between the street and the house. Ugh... I'd known this was coming, and that I had that nasty blue poly pipe. So.... i had to have the pipe replaced between the street and the house, the entire pipe, all 120+ feet of it....

As it wasn't an emergency I scheduled the appointment on-line and got the 10% discount. They called quickly, very quickly. Like I doubt I would have been served faster if I'd called quickly.

These guys were on time and friendly, explaining exactly what needed to be done, and why. Like I said, I had a clue, so it was nice to know I was being told the truth! This repair was NOT cheap, nor did I expect it to be. Could I have saved a few bucks? Probably, but I wanted to know it was fixed right and not have to deal with it again. I'd dealt with the AC side of the business before (several years ago) and was pleased, so I called them.

They threw in a couple of sprinkler line breaks (from trenching - knew it would happen) due to the size of the job. That was a nice touch, but they still made plenty of money.

then comes the spring. Three zones out of five don't work on the sprinkler system... Call coolray, tell them the issue and they send out a crew. A crew who can't fix sprinklers.... So they send the correct guy out the next day and he was even early. One zone had a leak, but there was also an electrical problem that they said was due to incorrect installation and not something they did. They're probably right, but dang it if they had checked their work the first time I'd know for sure. Instead, it cost $150 extra.

It wasn't a bad experience overall, but it does reinforce my belief that if you can find a good small shop plumber, electrician, auto guy, etc that you should!

Jeff C.

08/04/2022 12:00:00 SA

Spent 700 for a job that took less than 30 minutes. I googled average price of the 2 parts that needed replaced. At most should not have cost more than $150.00. That's $550.00 labor for a 30 minute job. Stay away from them.

Eugene K.

06/05/2022 12:00:00 SA

Update: Long story short, I settled to pay for the new equipment, they came and installed it. It didn't work. I got upset, called them back and within a week they came out, fixed a small issue and it works great now. You got to hand it to American companies: they get you to put in some work yourself in terms of trouble-shooting and communication but once that is taken care of, they will go above and beyond what is needed to get the job done, who likes to have a come in and get it done job anyway, right?

Felixsha T.

4/27/2023

Was recommended through Home Depot and had them come out to clean and inspect out A/C units. The technician showed up and basically flushed the drain pipes for each unit and tested the capacitors on the furnace and compressor. The compressor capacitor amps were low and suggested I replace it so going against my better judgment I said ok. It took him 15 minutes to replace the capacitor and charged me $512 for a part that only cost $35.98. This up charge on the part is ridiculous and I would not recommend them to anyone after this price gouging routine. Please find another reasonable company. I'm giving 1 star but I wouldn't even recommend that.

Reese N.

7/13/2022

Hey yall. I bought the entire system. Pros... the salesmen are charismatic. Cons. 5k and less than 1yr later) .. (SpongeBob voice) it ain't cold! The digital thermostat is a mess. If you lose the manual you won't be able to set any of the features they tout. Called to schedule an appointment and the representative PRETENDED to make one. The lies! The lies! Something in my lower stankra told me to call again. And low and behold... not a story was told. They said they never heard of my initial call. They've seen nothing and know nothing. Needless to say... I rescheduled for tomorrow between late thirty and nevauary 31st. Stay tuned to see if they showed up. It's hot and they're not. I'll update this if something changes. From these reviews... it's giving class action lawsuit coupled with BBB complaints and home owner insurance claims.

Alan M.

09/10/2021 12:00:00 SA

I've purchased a system from this company and have experienced issues and keep getting told different stories each time. It may not be the system but more like the competency of the staff. The story changes depending on the technician.

Cora W.

7/14/2019

Do not use CoolRay for your AC. All the techs want to do is sell you items you don't need without actually finding a solution when your AC isn't working. I called them a week ago for an emergency when my AC froze up also note it is only 2 years old. Tech comes out and can't figure out why my unit was frozen but tries to sell me UV expensive filters. 4 days later my unit again won't even turn on and it is 90 degrees outside and 81 inside my house. Again don't use this company their techs are useless.

A L.

06/05/2017 12:00:00 SA

I will never use this company again. They came to house and services three units. All my units were working fine prior to their arrival. When they left my upstairs unit was not functioning at all. I called and spoke to a supervisor who informed me I needed a $2600 repair. I then asked to speak to the owner. I never got a call back! This poor service cost me over $400.00! And yes I had to get another company to fix the issue.

Brian C.

1/21/2021

There are a few things in life that I really dislike. Being taken for a fool and trying to rip me off would be on that list. Our furnace stopped blowing hot air. It would come on and blow air, just not heat. I thought it was possibly the spark igniter. My wife wanted me to call for service so I did. So I called CoolRay.. big mistake. The tech arrives early, which is normally a good sign. He comes in and inspects the system and says he has bad news. The control panel was bad and needed replaced. He said that the part was normally $1000.00 but i could get it for $800.00. I passed on the offer and paid for just the service call. After the tech left i phoned the manufacturer. They sell the part both wholesale, to a licensed tech OR retail to a home owner. For the home owner the part is 300.00, which means the wholesale would be even lower. So you're telling me that this company has a markup of over 200% on a part over the retail cost? TOTAL RIPOFF. Completley dishonest tech and I'm sure that he isn't the only one that they have. I found the OEM part online for 150.00 and replaced it myself in 20 minutes. I wouldn't recommend this company to my wort enemy.

Brian T.

6/23/2019

@CoolrayAtlanta Spent $8,000 on a unit last June 2018. It blew up in August 2018. Unit replaced. This one has stopped working 4 times in 2 months. I'm glad I bought the extended warranty. This Carrier sucks!!!

Cody G.

2/17/2017

0 stars. One of the plumbers came out to my house recently and while leaving he decided to completely turn his van around in my driveway and BACKED INTO MY MERCEDES, THE COMPANY WILL NOT RESPOND OR EVEN INVESTIGATE.

Stacy A.

10/11/2021 12:00:00 SA

We called Coolray out for a second opinion. We had been told that we needed a new unit and just wanted to be sure. Coolray confirmed what we knew and said we would be contacted by the office to set up a high pressure sales visit. In the middle of July, we don't want to wait over a week for that call to set the appointment. We called asking for a quote for the same unit, but they wouldn't discuss a price without coming to sit and talk to us. We canceled and went with the company that would quote us a price over the phone/email.

Mark P.

12/03/2012 12:00:00 SA

expensive - beware - how do they mark their parts up SO much? Possibly to pay for their radio spots. Much cheaper to get a bid on one of the bidding sites. Will never use again.

Kimberly L.

6/18/2019

I called Coolray to come out and inspect my AC unit. I was told I needed a new AC unit. Coolray said I had a leak in my coils and I needed to change my AC unit. Long story short.I had a second opinion and was told all I needed was feron. Coolray is just in the business of trying to sell people expensive AC units. I DO NOT RECOMMEND THIS COMPANY! I WOULD LIKE A REFUND OF THE $79 THAT I PAID TO HAVE COOLRAY INSPECT MY UNIT!!!!!

B B.

8/25/2012

We were scheduled for Friday evening appt after 5. At 8pm we get a call that they wanted to reschedule for Saturday between 12-4pm. At 3 pm we get a call that they won't be able to come until after 4. This is bad service. I would look elsewhere for a plumber like we did.

Dylan D.

04/12/2015 12:00:00 SA

We called several days ahead and were given a 8-4 window for service. The technician didn't end up arriving until 6:30, nearly 2.5 hours after our guaranteed time. Wasted time sitting around waiting for them all day. Every time we would try to call and see how far away they were we were told they couldn't even check. Definitely will not be using coolray again.

Al F.

10/03/2017 12:00:00 SA

The 1 star is for CoolRay but 5 stars for their awesome tech Errol Bernard!!! I'd give Bernard 10 stars if I could on here! Coolray is in their game but much like the other big HVAC co's in the Atlanta area - Coolray charges you an arm and a leg for service bc they can.

They recently charged me $2200 on the Mr Plumber side for installing 2 master bath shower and tub valves. The only reason I told the tech Joel - who was also awesome and honest but has since left - to go ahead was bc I had my tile guy scheduled to come in the first thing the next morning - so I have no choice in the matter. Being charged $986 per valve + tax is absolute robbery and it still has me feeling angry 2 months later!

If you're going to call CoolRay for HVAC service be sure to ask for Bernard bc there's no better tech in the biz!

tony g.

8/13/2021

I have yet to hear a response. Seems like Home Depot and Coolray really don't care. Follow me on Facebook to see the video

Jeff C.

2/28/2018

I would rate Jorge the technician 5+. He was very prompt, courteous and professional. We paid for an HVAC inspection due to the age of our unit, not for any issues, just peace of mind. After a detailed inspection of about 3 dozen items. Jorge mentioned a capacitor was metered at 4.1 when should read 5mfp +/- 6% (.03) Translates to a range of 4.7-5.3. I asked if he had one on the truck and what the price was.... When he said yes, he has one and they are $222.00. I was shocked, thought maybe he meant $22.00. I showed him where they list for about 10.00 from Amazon. He offered to show me the book and I told him I believe him. Having worked in corporate aviation, I understand marking up low cost items. I'd pay 30-40 bucks for the convenience, and having it done on the spot. But not & 220 for a one screw, and two wire capacitor. Then came the $25 dollar water pan drain safety switch quoted at $188.00. I did not get that from CoolRay either. I thanked Jorge for his time and the inspection. Well worth the $118, he cleaned both units while inspecting, was super nice. He spent about an hour doing his inspection and replaced the air filter. I'm sure, we will have them return next year. Just not prepared to get my parts from CoolRay.

Slyjt2 T.

6/20/2021

Two weeks ago I bought a furnace from cool ray and the installers bungled the install, then I called cool ray and the service call was scheduled and the service man didn't show up and told dispatch no one was home, while my wife and daughter were at home waiting. once a replacement service call was made and the service man came out..the incompetenice is mind bogglin,he disconnected the thermostat claiming the compressor would die because it was old. It was working for 20years before. Enough about the furnace then you would have thought I had enough of cool ray however I knew I would have to replace the air. After I thought about it I decided to let cool ray replace the air conditioning since weve incurred the labor cost of the furnace. Once the furnace was installed, two days later the air conditioner has a fault code on the display indoor unit communication fault after googling the fault it appears to be an installer error. Whatever you do consider real hard whether coolray should be your hack provider.

William K.

3/30/2020

I had my $14,000 installation march of 2017, during the installation it was apparent that it was not a professional job upon completion. I would not sign off on the installation until I was satisfactory. So now 3 years into my 10 year parts and labor warranty I find out that the installation of the condenser unit was a botch job also. The rubber that goes between the coils on the outside condenser rubbed a leak costing me $576.00 to repair. Coolray just wanted to argue about the system not being having a yearly check up that they actually failed to call me and schedule per the salesman's comment at the signing of the purchase. After 2 service calls Coolray wanted to argue about a labor warranty and told me that the outside condenser unit just needed to be cleaned. WRONG AGAIN COOLRAY, their faulty installation of the outside unit caused me repair cost of $576.00 for Coolrays oversight on this $14,000 installation that they rushed through and have made numerous errors. E Dennis Heating and Air was able to diagnose and repair Coolrays incompetency to repair and satisfy the customer.

Chesley T.

3/15/2015

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.

Jim B.

06/10/2022 12:00:00 SA

We have had a 3 year maintenance contract on our unit and about half way through the contract we ending up buying a new unit from a different major competitor. This spring they came out to change the filter and check the unit and told us that the capacitor was bad it it would be 350.00 for the new part. My wife forgot that we had replaced the unit in the last 2 years and I reminded here that we did. So the repair man said they would replace the part under warranty, but it would cost 253.00 to install it. This is were I stepped in a wondered why they would give us the part under warranty on a unit that we purchased from someone else. I checked with the company that had installed the unit and they came out and checked the capacitor and sent me the readings from the test and said there was nothing wrong with the capacitor. I think Coolray has been going downhill for many years. I have used them for a number of years and for each problem, the prices have been exorbitant for the parts and the labor. Once your unit reaches a certain age, all they want to do is sell you a new unit. Have really lost my respect for this company.

Matt H.

9/21/2016

Came home to a hot house and realized I needed to get the AC unit looked at. Called Coolray and they sent out a Tech, who diagnosed it as a fan motor that needed replacing and quoted me verbally between $900-1000. While he was writing up the quote, I looked online and the exact part I needed was only $150. I asked him how much the motor was that he was ordering for me, he said he didn't know the exact cost of the motor but that the cost of motor and repairing together was $1050. After thinking about it, I told him I would call back if I needed their help. I found the part in Atlanta, $130 and it was literally attaching 4 wires together that took me 15-30 min tops from start to finish. So minus the part, they were wanting to charge me almost $920 for a tech to work 30 min. The dishonesty of my experience is enough for me to never use this company again and also let my friends know of my experience as well. I am only one small customer, but unethically taking advantage of people that trust them to do work will get around.

Cece G.

3/19/2012

A true rip off organization. I called because I needed to have my furnace serviced. They pushed the annual service contract. When the tech arrived he maintained the ignitor went out. He said he would charge $69.99 for the visit and $120 for the repair if I took the service contract, if not it would be $150. When I told him it was a $25 part and asked why was there a 500% markup PLUS a service call charge, he could not defend their gouging. I might add that none of this included servicing the unit.

If you want to get ripped off, call them.

Dawn S.

11/14/2021

Coolray coolray coolray, this is my second review of Coolray. Yes there have been more visits between this and my last review. This time I had to leave a review. I was ordered a new thermostat for the $10,000 unit that was supposed to be the top of the line that had been retouched, reviewed, reconfigured and damn near replaced all within a 4 year period with no less than 15-20 service calls in between. One of the service call guys even tried to sell me a $3000 upgrade! I will say that the customer service dept did reimburse me for one night out of several that I did have to stay at a hotel because the unit stopped working. Back to the thermostat. It took three weeks to get it installed. The first appt they cancelled because the guy had the wrong part. The 2nd appt was cancelled because they guy forgot the part. The third guy showed up installed the part and he set it up for me. When nightfall came and the temperature dropped to the 30's guess what did not come on? My unit. He must forgotten to double check himself. He never tested the unit/thermostat to make sure they would operate together. So we had to sleep in a frigid house with no heat. I was not going to go pay through the nose to get a hotel room. They are supposed to be here today to fix it. When I say I'm tired of this Carrier unit installed by Coolray bought and paid for through Home Depot. Somebody dropped the ball on this entire process and it certainly was not me. I think the initial install was all wrong and they have not been able to correct it. The customer service ladies are epic and always try to get someone out quickly.

James K.

02/12/2014 12:00:00 SA

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.

G F.

3/16/2015

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!!

MA C.

6/21/2017

Great experience with Coolray repairing my AC. I was able to submit an online service request (automatic 10% discount) and received a call back within the hour to confirm an appointment for the next morning.

Scheduler called at the beginning of the appt window to confirm my availability and sent the technician right over. Devin was courteous, listened, was patient and never pressuring with explaining repair/replace options, and ultimately saved me money by continuing to troubleshoot an issue that turned out not to need a replacement relay switch.

Couldn't be happier with he service from start to finish.

Leslie T.

12/17/2020

This is honestly the most corrupt business on earth. Never got an invoice, never followed up with me. Took my $500.00 debit card, didn't fix my issue. Would not call me back on time.

Richard the leader I dealt with is has to have the worst customer management skills in this industry which speaks to overall horrific company culture and leadership talent, so bad.

In most states, this is called FRAUD!

DO NOT USE THIS COMPANY!

Pat K.

09/10/2015 12:00:00 SA

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.

Kristina G.

1/31/2021

DO NOT USE THIS COMPANY!!! I admit I am not a heating or air conditioning expert. However, neither am I unintelligent. When my furnace stopped blowing hot air, I had them come out to take a look and try to diagnose the issue. The technician tells me that I need a new control board- at a whopping $1300+. AND a new igniter at- wait for it- $1100. And some other part that was going to be $600, but I admit by that time I had stopped listening. The technician tried to convince me that I needed a whole new furnace and that a consultant would come out to speak to me and give me an estimate. Sooo.... I did a little research on those parts, and you guessed it! The control board can be purchased for $98.97, and the igniter? $45.41. When I brought up the obvious and shameful pricing discrepancy the following day, the consultant literally began to stutter and fumble with his papers. I don't think they expected a female to be able to not only speak intelligently, but to be able to do her own research! I asked repeatedly for the technicians report so that I could see what their diagnosis was, to be told that they didn't have one in the system. This was an obvious scam and attempt to fool an unsuspecting customer. Even more shamefully? They are affiliated with Home Depot, as this is where I got the service technician appointment. DO NOT USE THIS COMPANY!!! Look elsewhere, I am positive you'll be MUCH happier- and warmer.

Andrea B.

02/02/2014 12:00:00 SA

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!

Preston C.

07/12/2022 12:00:00 SA

Horrible - DO NOT DO BUSINESS with this company. Warranty amounts to nothing - they do not honor.

In 2015 I purchased 2 Units totaling around 16k. The units came with 10 years parts and labor warranty. This was one of the selling points.

Last week the compressor went out on one of the units. They charged me $3000.00 to replace a part that was under warranty.

Buyer Beware!

Mike A.

7/15/2016

This is a mixed review in that their tech (Joe) was great, but their office organization was terrible. Our AC went out and we called for service, assuming our earlier contract had expired since they hadn't contacted us to schedule a checkup in a year and a half. It was only when I called that I found out we DID still have a contract with them but that they had just quit calling to schedule the maintenance services. But even worse was when they scheduled the appointment to have our AC fixed they never told me to turn our AC off so it doesn't ice up, despite the operator writing in their notes that they told me that. (I'm extremely detail oriented and no way I'd have missed that.) So after 24 hours when the tech came out he couldn't do anything yet as our system was iced over, leading to an unnecessary 2nd miserable night of 85+ inside temps.

Then when they came out the next day to finish the repair, it just got worse. After showing up at 2:30 for an 8-12 service window, it turns out their office had ordered the wrong part that didn't fit. (How can you not know what parts fit what unit when that is your business???) So not only could they not finish fixing the issue but we wasted yet more time waiting at home for them for nothing. We are trapped into using them due our contract, but I would strongly warn anyone else from doing the same.

Robert S.

07/12/2023 12:00:00 SA

We bought a new Carrier HVAC system from Coolray two months ago. Unfortunately, it has never worked as advertised. Our house has overheated every day (up to 79 and 80 degrees) with the new system. Three different repairmen have been here and have not fixed it. One time a part was frozen and had to be replaced (why was the part in a new system frozen?) Another time the unit needed more Freon (why would a new unit be short of Freon within two months?) Today the repairman said the compressor will not start and a replacement needs to be ordered and then installed. It is now 80 degrees inside the house!! We are not happy with this lemon Carrier HVAC system!!

All of the repairmen have been very polite, but they have not fixed the lemon Carrier HVAC system. We want a new HVAC System that will work as advertised!

joanne f.

6/16/2015

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.

Bao Q.

6/28/2022

Liars and crooks. I don't have any better way to say it.

My AC went out, and I paid $80 for them to come out and see what was wrong. (Home Depot sent them as their contractors. HD, why do you contract with them? You are ruining your own brand.) The technician gave an estimate of over $10k to repair, or about $9k to replace everything. Oh, the $10k didn't include the cost of refrigerant, which he said was empty and I think he estimated that at another $1-2k.

I wish I had an itemized list of repairs (it was given to me orally), but I do remember being told $2k to replace the inducer fan motor. $2k!!! About a year ago, I paid a different company (one with whom I had no prior relationship) about $250 to replace an inducer motor.

I was able to get the AC fixed by someone else for $150 parts and labor. Funny how the refrigerant was actually full.

Candace F.

7/23/2017

On my 8th day without my AC unit having been repaired, despite having a service contract and having bought a top of the line Trane from Coolray on their recommendation a few years back, it pains me to give them one star. The unit has stopped functioning at two Mohan intervals this year (March, May and now July), and clearly has a freon leak. That is what I told the technician who first came late last Monday afternoon. (After I called on Sunday--that 24/7 stuff on their vans--don't believe it for a second). The technician was rude and dismissive. We went through ordering a part, having that replaced, etc. By the time the part came in and someone came back, late Thursday afternoon, we had to be out of town. (By the way, not once in the intervening days did Coolray ever initiate contact with me to update status. I have spent hours on hold chasing them.). We found someone to let the technician in, and were assured the unit was functioning. We came home yesterday--Saturday--and still had no AC. Another technician came out late last night, and told us--you guessed it--we had a freon leak. Then he said he couldn't fix it, and that someone would have to come back. And that someone would be here no earlier than Monday. He had no cogent explanation for the delay. I called today, and was told they are booked solid--no I am back on standby for late tonight. I would bet all my buckets of sweat from the past 8 days that the technician will come, tell us it is dark, and that someone will have to come back. Coolray, you should ashamed to call yourself a business.

Amy G.

8/18/2014

I TRIED to become a customer. I scheduled an appointment for a specific time as we are unable to have maintenance appointments during business hours and was very clear at the time of scheduling about those requirements. The technician did not show at that time, but called 45 minutes late to tell me he was on the way. I told him that the appointment would have to be rescheduled. I called the main line to reschedule and ensure that the tech would be out at the appropriate time, however I was treated so rudely by the woman on the telephone I told her not to even bother sending someone else out. If you have time for and enjoy late or no show appointments, being spoken to in a condescending tone, and a telephone operator with an attitude, then this is definitely the place for you.

Patricia V.

4/22/2017

I have been customer for several years. I have never been so disappointed as I am today. I have been waiting on technician all day. My service window was 8-12 and I am now being told that it will be between 3:30 - 4:00. Service has always been great, until today.

Mimi T.

5/16/2017

I had an appointment today -- with a 10 a.m. to 2 p.m. window.
No technician showed. I called just now, and the customer service person said my name and address were in the system, but not the time. Really!!?
I cancelled my appointment and will never call them again. Wish I had read these reviews before I called them!

Teresa B.

6/21/2020

Would give zero stars if possible. I have been a loyal customer for my annual maintenance for six years. My AC unit recently broke and Coolray tried to rip me off royally! Quoted me nearly double the cost for a new coil vs their competition and $1500+ more expensive on a new coil+compressor system. Buyer beware. If they are willing to price gouge and take advantage of their long-standing customers in time of need... just imagine what they will do to someone not signed up for a maintenance contract. Coolray--this is your official notice that you are fired!

Mimi K.

4/20/2016

We had a leak in our downstairs toilet. Called Mr Plumber since we already use Coolray for HVAC. My husband would normally do this himself but he has a back injury.

2 people came and quoted us over $700 for a 'fix' (did not even include a new toilet!)

Turns out the fix was done with a few simple items purchased from Home Depot, for under $30. Done despite the back injury.

Buyer beware!

Regina U.

10/25/2017

To whom this may concern:
I would like to begin by saying I am a U.S. Navy disabled veteran female, and I have worked very hard for everything I have. And yesterday (10/23/2017)turned out to be a very disappointing day for me, as I was ripped-off by Coolray HEATING and Cooling - plumbing Co.
I'm displeased by the price I was charged ($531.00) compared to the work that was performed. I called Coolray because of a problem I had with my HVAC dual system (gas heat pump under house in crawl space and electric A/C unit outside they house the unit was not functional for 3 days; so, I called Coolray. The Tech (Kenny) arrived shortly after 1600 hrs yesterday afternoon. He was courteous and friendly. However; he refused to believe I correctly wired the thermostat; I explained to Kenny that I swapped out a new Honeywell thermostat for the old existing thermostat. I made sure to copy the wiring pattern from the old thermostat exactly to the new thermostat. Well, Kenny told me the wire pattern was wrong and he changed it.
After he changed the wire pattern, it took until after 2000 hrs (4 hrs)which included 2 or 3 calls to his supervisor for assistance. This would have been a pretty simple job for an experienced tech. The job that he did was changing the condensation pump on the heater; replaced a 5 amp fuse and he cleaned three filters (only one was pretty dirty).

I assisted Kenny from the time he arrived (not under the house). And in the end, he ended up changing the wiring pattern back to the way I originally had it set. That tells me I should have called another HVAC company. I wonder if you treat all Veterans this way, or do you treat all WOMEN this way.

I strongly advise everyone to be very careful if you call Coolray. Because you are about to pay a lot of money for a simple job. I will be contacting Coolray's corporate office very soon.

Peace and blessings
Regina U

Phillip B.

07/12/2016 12:00:00 SA

Bought a new 10k system from them 2 years ago and multiple issues with it from day 1.

Also signed up for their maintenance plan which they do not honor and do not service the unit well on their maintenance visits as the coil on my unit looks like it has never been cleaned after multiple maintenance visits.

When you call for emergency repair even slightly after hours they almost never send anyone out and give you an appointment for the next day with a 10 hour window for the time your whole day is shot waiting on them.

I missed work today because I could not sleep in this house when it's 93 degrees inside and they would not even bring out any temporary cooling units like they are supposed to and said they had to get management to approve when it says that is their policy as clear as day on their contract.

Stay away from Cool Ray. Very expensive and poor service.

Scott A.

6/20/2016

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.

Thomas T.

7/31/2017

Excellent service. This was the second plumber I called for my problem, leaking water line near meter, the tech found the problem, explain the issue and solution, and fixed the problem at a reasonable price. They responded to my call within a couple of hours with someone at my home for the repair.

Stephen S.

5/13/2014

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.

J P.

02/04/2011 12:00:00 SA

Go elsewhere! Showed up 30 min outside of when they were supposed to arrive. Work quality was fine but according to a licensed professional that was at my house shortly afterward, the charges were ridiculous for the amount of work done. When I inquired with the company pres, I got no response initially other than a promise to check into it...and when I inquired further after hearing nothing, I was essentially told I was out of luck. Save yourself a lot of cash; use someone else. One star only bec the quality was good... They get a big FAT ZERO for customer service.

Tiffany L.

07/02/2014 12:00:00 SA

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.

Kara C.

08/12/2014 12:00:00 SA

We switched from Moncrief to CoolRay for our HVAC service plan because we thought the prices were better. However, EVERY. SINGLE, customer service experience has been an exercise in frustration. Our experiences have included but aren't limited to: a promise for a return visit on our plan that never materialized even after we called to ask if it would, a large repair that resulted in a Keystone Cops-quality rigmarole of the tech coming out and giving us an estimate then customer service reps, who by their own admission on a number of occasions don't know anything about the equipment, insisting that another tech needs to come out and asses the situation until we argued that it had already been assessed (oh, yeah, I guess so...), and a parts deposit being run on our credit card TWO MONTHS LATE without so much as an email saying, hey we forgot, oops! We're going to run this now, okay? I'm currently awaiting their response to my request to refund the parts deposit since it was handled so badly. If they come through on that and I don't have to get my bank involved in a charge dispute over quality of goods and services, I will alter this review to reflect that. Ditto if the worst happens. Here's hoping they're willing to own their mistakes and keep a customer.

Marc P.

02/01/2015 12:00:00 SA

Had my first experience with CoolRay AC repair yesterday, and it was very positive. Driving home in a severe storm, I found upon arrival our AC had been knocked out. Made contact at 7:20 pm from Griffin, and by 9 pm, technician dispatched from Jonesboro had system blowing cool air (required a new electrical component outside). Evening costs are higher, but I can't sleep w/o AC. Very pleased. Prompt, courteous, knowledgeable technician (Tom).

Dan H.

5/19/2018

I called them over my previous vendor (Ace&A) because the company name Coolray was on the HVAC unit. Bad experience from the beginning. Call center was rude to my daughter-in-law. I subsequently called and J####s was rude to me as well.

Next day I called and told service person the likely issue and to please relay that to the tech. Well, that didn't happen. Tech arrived and deduced the problem was as I had explained, and he didn't have the parts in the truck. He then gave me a quote that was simply way out of line. I mean way out. When I discussed next steps he said I'd have to pay a 15% depsit on the part. In 40 years of home ownership dealing will all sorts of vendors, I've NEVER had to make a down payment on a part. Unbelievable.

I'm going back to Ace&A HVAC. Family-owned business. I suspect my experience will be much better.

Brian D.

7/17/2015

The Coolray sales rep insisted he be the last to come and quote. He lead us to believe he was going to give us the best price because of that. Instead he was the most expensive and being last he kept trying to get us to reveal other vendors quoted prices and model numbers so he could try to discredit them frequently citing that they are probably selling you a contractor grade unit. He wanted to know what evaporator coil model number one of the other vendors quoted and I told him which was really to his detriment. He told me the other guy was using an aftermarket coil and his was a not. Later I checked his model number against the other and they were identical both quoting the same name brand. Thank you to all those who left negative feedback. I read them carefully and was the final clincher for us to disqualify them from our list. Ironically they have a lady who is their Customer Relations MGR who stalks the negative online feedback in an effort to repair the company's image. Ask yourself why do they need someone in a role like that unless they have an issue with customer relations.

No thanks Coolray

Marianne L.

10/16/2017

I've had a service contract with them for years. They called a couple weeks ago and scheduled my fall service. Tech came out and nothing was said. My husband and I go on vacation 2 days later and we come back and our air is not working. I call and the same tech comes out the next day. He now tells me that I have two coil leaks. Not sure how he didn't catch this when he came out 10 days prior. He put in Freon ($ 480.00-3lbs 12 oz.) and stated he would have the repair department call us to give us quote. The Freon only lasted one day. It would have been nice to know if wouldn't have lasted more than a day instead of wasting $ 480.00 We were called the next morning and scheduled an appt for someone to give us a quote on a new unit. Repair department called a few our later and quoted us some off the wall # that was close to the cost of a brand new unit. We decided that Coolray was not going to take anymore of our money and called around and got a great quote from another Company. That's not the kicker. We called the day that someone was supposed to come out to cancel. The response to my husband after he stated why was of that they didn't care. It didn't phase them one bit.

Cheryl D.

10/02/2019 12:00:00 SA

If I could give these guys negative stars I would do so!
April 1, 2019 we had a preventative maintenance visit.
April 2, 2019 our upstairs unit magically stoped working
My husband was upset and called them to repair it. Upon arrival the tech gave him some excuse but my husband stood his ground and made them repair it at no charge.
September 30, 2019- we had another preventative maintenance visit. Big mistake!
October 1, 2019 like clockwork our main floor unit magically stopped working called Coolray and gave them the rundown.
Oct 2, 2019 tech arrived around 3 pm and would you believe the entire unit (that was working perfectly prior to their visit) is completely frozen over. It has to thaw for 24 hours and we were told he would return on Oct 3rd to rectify.
BUT WAIT FOR IT... there's more...
Oct 2, 2019 a few hours after the tech left, our upstairs unit magically stopped working
Clearly a pattern has formed and one seriously can not make this sh*t up! Coolray is a giant scam! We will not pay one cent to them, but rest assured they will be out tomorrow to repair our two units that were in perfect working condition prior to their visits.

T O.

5/31/2019

I had Cool Ray come out last week because our downstairs air wasn't working and our upstairs air was struggling. I had called Shumate but Cool Ray could get here sooner. I also told Cool Ray I need a new hot water heater and we will also be installing 2 new AC units and furnaces next month but in the mean time we had to get some air going. They got me scheduled and came out. The technician was great. I really felt like he knew what he was talking about. He found one unit needed 3 1/2 pounds of Freon and the other unit needed 1/2 a pound. He stated the going rate for r22 refrigerant is $220 a pound and will be non existent by the end of this year. As much as I hated to pay that rate, we were fast approaching very near 100 degree weather and with 3 kids I had to just pay it. They did give me a 10% discount because I booked online.

In the meantime a manager from the install department contacted me about arranging a time to come out and give me a quote on new units and furnaces. I told him I would contact him the following week (this week) to get scheduled. He was wonderful as well.

Fast forward to this week I decided to call Shumate and see their going rate of r22 and if it was close to Cool Rays pricing I would go with Cool Ray for the install as I felt like they were trustworthy (my own stupidity). To my surprise Shumate charges $106 per pound of r22. I was shocked and had her repeat it twice. Yep. $106. I then called a small independent shop. $100 per pound of r22. I was fuming mad and called Cool Ray install team and explained to Derrick what I had just discovered. He apologized and said by the end of that day or the very next someone within customer service would call me back to answer any questions and try to come to a resolution. I waited and by today I still had not heard anything so I called their office. The lady who handles complaints was not available but would absolutely return my call by the end of business today. Didn't hear a word from them.

They have made it clear by ignoring me that price gouging is acceptable to their business. I do understand I agreed to the price at will but we hadn't had AC for a few days and I believed that was the going rate as I was told. I also gave this business the benefit of the doubt by trying to contact them. Maybe there was an error or mistake in my pricing I was given? Something? What's bad for them is I told them up front - need 2 new AC units and furnaces and I also need a new hot water heater. I also manage 7 rental properties and 2 of those need new units...

K F.

08/10/2023 12:00:00 SA

STAY AWAY!!
We scheduled this company to come out and fix our thermostat, which even though it was giving us a message stating that it was having a communication issue with our outdoor unit, the system was still working and we still had a cool house. By the time the technician Hasan left, a coil in our system had 'somehow' exploded and we were told it would be in excess of $4000 to replace the coil or upward of $15,000 to replace the entire system. Something the technician did to our system caused this coil to explode while he was here and inside the unit. They left us with a broken system that will cost thousands of dollars to fix or replace, which is unacceptable and unprofessional and we are infuriated. This situation was so bad, that a supervisor was sent out and neither the supervisor, Derrick, nor the original technician could tell us how our system suddenly exploded upon their arrival. We have been given no satisfactory explanation as to how this would occur, and why it suddenly occurred while the technician was inside the unit. It's absolutely ridiculous and one of the worst experiences we have ever had with a home repair service. We will immediately contact Carrier, whom I am sure will tell us that there is no circumstance under which one of their copper coils in a unit would explode without some sort of interference or human error and we will never use Cool Ray again.

Shelly M.

10/17/2016

Cool-Ray undercut a competitors quote by about 80% (I had an existing unit moved). They did this without ever seeing or even knowing there was another quote. They didn't try to up sell they came in gave me a quote and the work was done the next business day. The competitor I went to first tried to sell me a new unit when NOTHING is wrong with the existing one. Hands down i would use Cool-Ray again!

Mark T.

02/06/2022 12:00:00 SA

Run from these folks. They are criminal. They try to charge for repairs that aren't required. Tried to charge me $650 for work that was t required.

Denise W.

6/16/2021

I have had a contract with Coolray for 21 years. My AC stopped working on Saturday morning, so I called. The person who answered the phone could not possibly have been more rude or disinterested. She said they could come out on Wednesday. I said not good enough--having a contract used to mean service within 24 hours. It was 90 degrees and 80% humidity this weekend, so it was miserable. I told her that I had a pet Chinchilla that could get heat stroke if the temperature in the house rose to 80 degrees. She suggested that I sit in my car with the AC running until they could send someone 36 hours later. I called on Sunday to verify the appointment and the rude person who answered the phone acted like she had no idea what I was talking about and then hung up. I called back and the appointment was verified. The tech came out on Sunday and found the problem (blower motor) and did a temporary fix to get the system back up. He ordered the part. Monday night I got a text saying the part was in and they could be out Tuesday between 3-6. I took the appt. The tech arrived at 8 p.m. and discovered that the warehouse people put the wrong part in the truck, so no fix. Coolray has grown a lot over the years and they have lost their way. Their customer service people are horrendous (I would have fired three of the four people who answered the phone this weekend on the spot). Starting about 2 months before the contract expires, salespeople call, text, and email begging me to renew the contract. However, even with a contract, customer service when there is an issue is pretty much non-existent. As soon as the repair is made to my system (I had to pay a deposit), I am done with Coolray.

Deborah M.

06/04/2022 12:00:00 SA

Don't waste your money on this company. They have been to my house twice and the upstairs unit is still not working. Also, their customer service is deplorable. You can easily get a same day appointment because they will send incompetent techs who will only try to upsell you on other services.

Patricia G.

08/12/2020 12:00:00 SA

Unbeknownst to us (we live out of state) until our son told us that there was water on the laundry room floor and a stream in the garage, that the main shut off valve was cracked under the water heater. Kyle McGuire from Mr Plumber responded to the call the same day we called for service - his explanation of the needed repair was appreciated and very easy understand. He also was happy to answer any additional questions I had. He was prepared with the necessary parts and completed the repair in a timely manner.
We can always count on the Coolray company to give us an estimated window of arrival, a text and
a picture of the technician, when he is on the way, and great customer service!

Lauren B.

6/29/2019

We had Coolray come out to our home last week to fix an air conditioner that wasn't getting as cool as we'd like. Coolray came to the house, spent an hour diagnosing and told us we needed an entire new system or would need to spend $1250 on new parts for our current unit as the system was seizing. They completely turned off our unit (?) and said they would come install the new unit the next day.

We found the entire experience unsettling and had a second company come out the next day to diagnose our AC unit. They told us the unit was not in fact seizing and just needed additional coolant.

Stay away from Coolray - they are dishonest with their assessments to try to sell in new units/unneeded parts! Would not recommend to anyone.

Jeff M.

12/25/2022

Thursday 12/22/22 heat went off. Tech showed up at 9:30 AM left to get a part at 10:45 AM and never returned. A day of waiting and numerous calls and time on the phone waiting - still no tech at 3 pm and no updates from anyone! Finally reached a supervisor- Donna Kelly who was excellent. Tech came back with part at 4 PM.
Furnace failed again Christmas Eve Day 12/24/22. Placed emergency call at 1 pm and have yet to receive a call back at 11:15 AM on Christmas Day 12/25/22. So disappointed with this organization! We are long time annual maintenance agreement clients and have two complete HVAC systems installed by Cool Ray!

Rachel N.

6/14/2023

DO NOT USE Coolray! $20k for a brand new system. Hasn't work properly a day in the 12 months we've had it. They put in a second rate system. Downgraded our very user friendly Nest thermostats (which apparently their HVAC system can't work with) and the thermostats consistently shut down for no reason. Stop working and flip the home schedule to a vacation mode shutting down whatever AC and Heating it is providing.

Save yourself and do not buy!

Judith P.

12/11/2021 12:00:00 SA

We had our HVAC unit installed for 6 years now & it has NEVER WORKED CORRECTLY!! We have paid hundreds of dollars for their yearly maintenance agreements, thinking this will help with our problems & the service people come out & say they wi send someone else out to fix the problem, but it never get fixed!! The temperature difference d in our rooms downstairs & upstairs varies from 10-20 degrees!! I have left messages for the head of the company with NO RESPONSE! Now they want me to spend thousands more to fix a system that has NEVER WORKED!! Oh yes, I am supposed to have a lifetime warranty as well! Run when you see Coolray coming!!

C H.

3/23/2019

I had a horrible experience last winter with a home warranty company who sent out five terrible HVAC specialists from the metro Atlanta area. After a recommendation to try Coolray I canceled my home warranty company and started using them. I am so glad that I did! Coolray is so much better than any HVAC company I've worked with in the area. Scheduling appointments is so easy! You can schedule online or by calling. Everyone I have spoken to from Coolray's scheduling department has been very helpful and polite. Their technicians have all been extremely professional. They call and text you before they arrive at your house and have always arrived on time. In the text they send you they include a picture of your technician and their name so you know who you are looking for. Their technicians really spend time checking your system and never seemed rushed to finish up and get on to the next job. I feel like I can trust their recommendations. At the end of each visit they go through a report card with you and also email you this as well as any suggested maintenance. I feel like they are an honest company and I trust what their technicians say. I have never been pressured to buy anything by them. I would definitely recommend them to a family member or friend looking for a new HVAC company!

Nicole B.

8/24/2015

Quoted me $1400 for a hot water heater with a six year warranty. I went to Home Depot and got the same hot water heater with a nine year warranty installed for half the price. Rip off.

Lara W.

5/22/2013

Called Mr. Plumber to replace two sink faucet sets in the master bathroom. The first appt was cancelled by me because he was running 4+ hours late. On the rescheduled day, he arrived 50 minutes late. After replacing faucets, had to call him to return because one was leaking under the sink. He returned to repair. Afterwards, had to call AGAIN the following day because BOTH faucets are now leaking under sinks!! Will NEVER recommend or use this company again.

S D.

8/15/2016

Call someone else!!! We called them around 10pm on a Tuesday evening asking for the 24hr emergency service. No one would come out until Wednesday evening around 8pm. Only to tell us they didn't have a part to fix our ac and they would be back Thursday. Then Thursday they said it would be Friday. Then Friday we never heard from them, We didn't hear from them Saturday or Sunday either. It was 90+ degrees in August in Atlanta and hotter inside than outside. They didn't care that we were dying. I don't know why anyone would call them. We called someone else and it was fixed in a few hours. Don't waste your time with Coolray! Call someone else. Anyone else!

Kanjana R.

3/21/2017

I've been a customer of Coolray for almost 30 years, always received good services.

Matt P.

5/28/2016

I would give zero stars if I could!!! I called to have a technician come out and look at my AC unit as it was blowing hot air. Tech visit was a $79 charge, no big deal. When the tech guy got here he diagnosed that the compressor wasn't coming on. On further inspection he found that the fan motor wasn't working, and the compressor has a short and needs to be replaced. Total estimate for the compressor and the fan motor was $3,000, so on such an old unit you should just get a new one. So now I'm getting estimates and quotes for a new AC unit between $5,200-$6,500!! This is for a 2.5T 1,200 SqFt condo unit.

Wanting a couple other quotes to price compare, I listed my service on thumbtack and received multiple other quotes about half the price that Coolray quoted. I accepted one of the other technician's quote and he came out to my building in 1 hour! Meanwhile, Coolray was going to have me wait until Tuesday because it's a holiday weekend....Here's the best part...

Upon arriving today, the other technician found that the REAL problem is that the capacitor had gone bad on the fan motor, causing the fan motor to stop and the compressor to overheat and shutdown. He offered to replace the capacitor for less than 5% of what Coolray quoted me as their entry level price for a new unit. I have arctic cool air blowing across me and cooling me off as I'm writing this steaming ridiculous review of a terrible company. I don't know if this company is just ignorant, or dishonest, but I saved myself $5,000 and 3 days of heat exhaustion by going somewhere else......Please make the same choice yourself; you'll thank yourself!!!!

Laura F.

1/21/2013

We called Mr. Plumber for a simple drain clog. $93, technician out the next day...awesome, right?! Well, it might have been, if the plumber had stuck to unclogging the one drain. Instead, he offered to clear the washing machine drain for us for an additional $93; we wouldn't have any extra charge if he couldn't get it unclogged. We decided to go ahead since he was out at the house already. However, within 20 minutes, he informed us that he had gotten his cable STUCK in the drain and was unable to remove it. Did he call his boss and ask what was to be done? No! Apologize for not informing me that getting stuck was even a possibility? No! He quoted me a $500 plus estimate to remove the cast iron pipes in order to get his cable out!!!

We called back and had a sewer specialist come out and see about it...only to be told that he couldn't get it out either. Our only option was to pay the estimated price and have them replace the pipes. Not being pleased with this, obviously, I called and asked to speak with a supervisor. No one was available at the time (go figure) and no one returned my call.

Tired of waiting, we called a few other companies to come out and assess the situation. What we got were high estimates and a general statement that the original plumber had made a serious error in using the size cables he had. Not being an expert myself, I will reserve judgment on that, but it was interesting to hear others' opinions of the shoddy job. Not only are we forced to try to cut the pipes and remove the cable ourselves (because we refuse to pay more than $500 for some else's error), we are in WORSE shape than we were before the plumber came out to the house.

Suffice it to say, we will NEVER use Mr. Plumber again! They have been uncooperative and unremorseful about what is OBVIOUSLY their technician's error. We will definitely NOT RECOMMEND them to anyone!

Strong S.

6/16/2023

I had purchased a three-year service agreement with Cool Ray. The first guy who came out (same guy, two different seasons) was thorough and explained everything--no major repairs needed. The third visit was a different technician, and it was all about all the repairs. I needed, according to him, two new capacitors (one for each of my two units) and 2.5 pounds of freon. For one unit, this was well over $800 worth of service, and the technician understood I had had freon refills last year. After charging me over $1000 for everything, he strongly recommended a new unit. Then, a different sales rep came, and I honestly found him respectful and also thorough, and even he said the tech should not have done all that work without just having me consider buying a new unit. They were willing to credit the service toward my new unit, but their new unit came in several thousand over two other competitors (one being a large, service-providing company that contracts Costco). I called CoolRay to ask that they refund the service I didn't need since I had had to replace the entire unit anyway and also the remainder of my service agreement, and I also explained I would likely leave online reviews if they could not make the experience right. CoolRay gave me back the remaining funds for the service agreement. They said they stand by their warranty on the service provided and refused to refund me the $800+ spent on the repairs for a $4500 unit I replaced two weeks later. I had to call them three times to get them to refund that part of the service agreement. I would never recommend them and caution users out there.

JJ A.

11/19/2019

Came to service HVAC and Im 99% sure he just reinstalled the same filter. Odd that he had the exact brand with the same corner dent. Tried to upsell service after another HVAC company said the unit was fine.

Jake R.

07/05/2022 12:00:00 SA

This company was dishonest. I would avoid doing any business with them. Here's our story, hopefully it helps someone else make an informed decision:

-Our AC went out and the Cool Ray rep was responsive, assigning a tech to come out the following day.

-I explained to the tech that I thought a fuse might have blown as I heard a small pop when changing the air filter.

-After inspecting the system, the tech informs me that we have a blown control board and that the cost of replacement is $1500. This was where I got skeptical, since according to a simple google search, this would be significantly higher than the avg cost to replace this part. I assumed ours might cost more, as it was an older unit, etc. When I asked why the price seemed high, he abruptly cut me off and said that he has nothing to do with pricing.

-The tech then went on to tell me that what I really needed to do was to replace the unit, quoting to me a cost of $9-10,000. He said that I would be making major repairs on my current system over the next few years, etc.

-When I told him I needed to do some research, he got animated and said that I needed to make a decision that night (the service call was late afternoon). He claimed that with inflation and supply chain disruptions, it could take weeks for the control board to arrive.

-After several attempts to end the conversation, I had to firmly ask the tech to leave.

-I had another contractor come out the next day and he explained that it was just a blown fuse after all. The repair took less than thirty minutes to make and cost less than $200.

-I emailed CoolRay, explaining that I felt taken they were trying to take advantage of my situation -- I have small kids and this was peak summer in the south and we had no AC running. I requested a refund of the $79 fee for sending the tech since it would've been a simple, quick repair to make. Instead, we went another day in the heat without air. I have not had a response from the company to date.

All this to say, that if my experience reflects their business practice and ethics, then I would recommend the consumer beware.

Vince H.

7/30/2016

DO NOT TRUST THEM! I used them on a regular basis for A/C maintenance. However, I decided to get a second opinion when they suggested an A/C replacement system. The second company recommend that I not replace the system, and gave it a good rating. Here I am, two years later, and the system that Coolray suggested I replace, is still running. I now use the company that gave me the excellent second opinion.

Kenan P.

03/05/2016 12:00:00 SA

Coolray installed one of our systems and we have had nothing but headaches ever since. No one in this company cares about customer satisfaction. They installed our unit and are supposed to come out and service our unit. We have already had a leak that damaged a ceiling below and when called to repair we had to fight to get anyone out to fix the problem and own up the mistake made. We have now had another issue related to the same leak and time and time again, we have to ask to get someone out here. Even when a service person is sent out, we have had to point out the problems when they seem to act like they can't find anything. There is no accountability of anything that has been installed incorrectly or needs to be fixed. There is no follow up even after they promised to correct the issues. All they want to do is try to sell you on something that should have been installed from day one. We are still waiting on them to come out and this has been going on since December. We will never have anything done by them again and will certainly let people know the horrible service we have encountered.

Julie D.

5/16/2022

One of our AC units went out with a stretch of 90+ degree days coming. Coolray was here within hours of my call and resolved the problem. Cedric, our technician, was knowledgeable and courteous. I would highly recommend Coolray to anyone in need of a fast response and high-quality service.

Cherlyn C.

06/03/2016 12:00:00 SA

They were scheduled to come to my house at 3:00 pm on a Friday afternoon. Received a call at 2:00 pm that the technician was in the area right then, how soon could I be home. I told them I could not leave work right then, but would be home at 3:00 pm. At 2:45, I received another call saying that the technician went home sick. Did I want to reschedule? I took VACATION time to get home for this appointment. The technician wasn't sick at 2:00. To say the least, I did not reschedule. Just be prepared if they cancel the appointment.

Sandy G.

06/01/2022 12:00:00 SA

Our upstairs air conditioning stopped working AGAIN this year. We purchased from Reliable Air Conditioning, two new HVAC systems for our 2-story house, about 7 years ago, replacing all of the ductwork as well. The upstairs unit has broken every single summer since installing it. Reliable decided to replace the new unit with another new unit after the third year. We went at least two weeks with no upstairs AC, the thermostat reached 89 degrees in our bedroom. All of our bedrooms are upstairs, this was a nightmare every single summer.

I gave up on Reliable this year when our AC broke again and I tried Coolray. What a difference!!! They actually show up when they say they will, they call if they're running even 5-10 minutes late. That's remarkable to me, Reliable AC people often wouldn't even show up on the day they were supposed to. Everything was a hassle with them.

Our Coolray technician Kun, was PHENOMENAL. Super knowledgeable, friendly, and he worked fast. He didn't try to sell me a bunch of services, he showed me exactly what happened so I can troubleshoot myself should the need arise. Excellent customer service. I called them yesterday and my AC is working today, costing about $200. to flush the clogged pipes in our attic and outside, and other general maintenance work. Money well spent. I highly recommend this company!

Danetta H.

6/17/2015

My husband and I have been loyal priority customers with Metro Mechanical since we purchased our home here 6 years ago. Our experience has always been wonderful. We renewed our service contract last month. In a letter dated June 1, we were advised that Coolray purchased Metro. Ok, nothing would change we were advised. Service contracts would be honored, etc,etc,etc.....came home today to a hot house. Ok, check outside and the main floor unit isn't running. So I call my new provider for priority service call. I'm initially advised that my contact expired last week. Hhhhmmm, I'll call you back. Let me check with my husband. Nope, that was paid a month ago. Get the check register out. I call back and explain we paid X amount on X date for X service agreement number and yadi yadi. The rep (same one as before) then tells me there will be a service call charge! Wait, our understanding with Metro was that for customers with a service agreement we aren't charged service call fees. Ma'am, do you have that agreement in front of you because that's not the agreement. Sarcastic and condescending tone. Why no Mr.Smarta**, I don't have the 6 year old service agreement in front of me. Strike 1 Coolray. I tell the guy I'll sort out the service call fee later. I need someone out to fix the unit. Well, you don't have priority status because your house has more than one unit. WHAT? My main floor is open with vaulted ceilings. Heat rises. My rooms upstairs are warming up already and that unit is now in overdrive. Strike 2 Coolray. So I'm now informed I'll be on an open call list for servicing tomorrow. Ok, I have to work until noon. Can I have a service window so someone can be here? No, they'll call you on the way. So I have to wait in a hot house or have someone else wait in a hot house? That's what it means OK, there is that condescending and sarcastic tone again. Strike 3 Coolray. I have exactly 359 days left on this service contract. This is a very competitive marketplace for HVAC service providers. I have plenty of contacts in the service industry. I'll get a solid recommendation and will find a solid service provider effective June 9,2016. At that time, Coolray can go pound sand. Only one chance at a first impression and Coolray has a big fat fail. I sure wish Metro Mechanical was still around. We miss them already.

Robin C.

6/22/2015

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.

Steve D.

12/15/2011

We called Coolray when our heat pump went down. They installed a new system in the time they said and at the price quoted. They're a little steep as far as cost, but I've had some bad experiences with the more reasonable companies. My moto: buy cheap, buy twice. So far, Coolray has been worth the money.

Kerrie D.

06/08/2018 12:00:00 SA

Terrible experience. Couldn't get the new unit to run after 15 hours at my house. Then to top it off, one guy backed into my brand new car and damaged it. I am beside myself. So upset, and hotter than before.

Paula I.

11/21/2019

Called Coolray to setup service in my recently purchased home. Phone rep was professional, but refused to set up service until I could provide proof that the former owner (a former customer) no longer owns the home. Who does that? Rather than hassle with digging up my closing documents, I called another company and set service up in two minutes.

Susan C.

5/16/2018

I love using Coolray because they consistently provide quality service. They recently replaced both of our furnaces and thermostats and the process was smooth from sales through installation. This week we had an issue with one of the thermostats and tech Jesse Clark was sent out to take a look. He not only repaired the thermostat but also relocated it slightly to take advantage of the stability offered by studs rather than have it anchored into the drywall, which was causing issues. In addition, he gave me quite a lesson on how to use the thermostat, which is a complex little state-of-the-art item. Finally, he checked everything out, including the furnace, to make absolutely certain that everything was running tip-top.

Bill E.

6/22/2018

Coolray has serviced the HVAC at my 93-year-old father-in-law's house for years (under a semi-annual inspection agreement). For the most part no problems. They did the semi-annual inspection on Monday and said even though it is an older unit, it is still in good condition. But the technician did recommend buying a more expensive maintenance plan. No one was home on Tuesday, but on returning Wednesday the AC didn't work. My wife called them on Wednesday they said they would get out there on Thursday. My wife went over to house early Thursday morning to meet them. At noon she called to check the status and was told they were coming. Mid afternoon the same conversation. Finally late afternoon they called and said my father-in-law really should consider the expensive maintenance agreement. In the mean time I went over to the house to wait with my wife. When I got there it was over 90 degrees in the house. I asked if anyone had checked the compressor. She said no. I went outside to check to see if had frozen up only to discover that the incompetent or dishonest technician had pulled the breaker out of the box and left it sitting on top of the box. I'm assuming he is either totally unreliable or he thought a 93-year-old man wouldn't be able to walk outside to the breaker box. Ordinarily I would consider this incident to just be stupidity on the part of the technician, but since they kept pushing the more expensive agreement I'm not convinced it wasn't a scheme to defraud an elderly homeowner. WILL NEVER USE THEM AGAIN.

By they finally called to say they were on their way out my wife told them what had happened. They never apologized for their actions.

Heywood J.

5/19/2021

we had coolray install our air conditioner. After a couple years there was an issue. they were extremely conscientious in dealing with it; they brought in a partner company to remediate. I am very happy with the way they have owned up to an issue without any arguments.

their communication/coordination could be a tad better, which is the reason for the 4 star rating out of 5, but i would definitely recommend.

James M.

9/29/2021

So let me start by saying I have spent over 13k on work with cool ray. I have a mini-split system that I purchased for roughly over 7k with the installation which is the cause of this review. I purchased this system in 2018 & it has worked just fine up until this July. The system is now sitting dead with a bad compressor & Donna & the team at Coolray have no concern or want to live up to the labor warranty I was given at the time of purchase. My warranty clearly states that I can have anyone who is GA certified in HVAC work on my units. So over the past three years, I have had another major HVAC in GA work on my units due to the unprofessional experience I received after my units were installed back in 2018.
I have all paperwork & have provided all the details of the service work done. I even paid for some initial work out of my pocket to be done on my units as I did not want to deal with Coolray. Well, the problem seemed to be bigger than expected so instead of paying more I contacted cool ray as my contract says I have a full labor warranty. The first tech comes out to my house & spends about 3 hours trying to figure out the issue. He then says it was the compressor & that since I didn't have service done with Coolray, I still can have my parts covered but the labor to install was not going to be covered & that job would then be 2k. (Purchases a full new unit is 2600 just FYI)
So I let them know I have had work done & provide the paperwork. At this time they then let me know that since the other company did work on my unit they would not honor the warranty as they claim only cool ray can do mechanical work. I ask for a contract that states this. Donna sends me a blurb, not my contract about how they are supposed to be the only ones working on the unit. I then send them a copy of the contract that they had me a sign that says nothing of the sort. (If I have character space I will add below what my specific contract says.)
A week goes by & I hear nothing. I ask for them to provide me with information again, they then say hey we are going to send a tech out & he really knows mini-splits & should be able to get to the bottom of this. Great right? Because if you are going to send a tech you are no longer trying to use the excuse of this other HVAC company working on the unit.
Well, little to my surprise they send this tech out not to evaluate the situation. They send him to find another issue to deny the claim on. They now say there was a catastrophic failure & they are denying it because it appears something happened in the unit that they do not know the cause of. In addition, not just the compressor is bad but the fan motor is now as well.
I then provide them with a video of the other HVAC company's findings as I am very diligent. I knew any major issue could have the potential to cause cool ray to say something was caused by someone else. I have images & videos before any parts were removed to show the damage & condition of the parts.
Guess what happened? They stopped responding. It's been over a month & nothing. The VP's of the division Robert McGee, Steve Phillips & David Rutherford are all attached to my emails. But I have only gotten this is how it is replies from Donna Kelly. By their own standards, any unit with a compressor failure under 5 years is a LEMON. They sold me this LEMON & expect me to just accept it. I have my main unit upstairs that they replaced perform for lack of a better word crap in the high heat. It can be 90 outside & can barely cool to 78. While the contract states at 92 it should be 72.
Their customer service is disrespectful. I am still paying on this unit & I have to pay more to get it taken care of. I will be filing a BBB complaint & doing anything in my power to make all aware of this. To me, this all stems from one thing. I didn't pay them for maintenance. So I am of no value to them. They got my 13k & are happy.

Hew A.

8/28/2014

#STAY AWAY - WAY OVER PRICED: My AC went out this summer so I contacted Coolray. First issue, they missed 2 scheduled appointments. Second issue, the technician quoted me $560 to replace my blower motor and I authorized the order. A day later someone left me a voicemail stating that that blower price went up and is now $713. They ordered it without my authorization. Anyhow, I was desperate so I let them install it. The technician for some reason left old blower in my attic, so I looked up the part number (HC45TE113) and saw that it was only $294 online so basically they charge me more than 100+% markup for that part. I contacted their management Kimball Rice and he informed me that they provide a premium service at a premium price and his technician should not have quoted me anything. I understand there is going to be a markup on any service, but damn!!! I would not recommend this company my enemy!

I had a subsequent issue with my AC and had Cool Air take care of it.

Rolf M.

12/11/2019 12:00:00 SA

1 star is more than they deserve. The technician completely misdiagnosed the issue, on top of trying to charge EXORBITANT fees. The final problem ended up with the orifice in the pilot light being clogged and I was able to clean it with a needle.

Travis S.

7/24/2021

When I called and scheduled an appointment I told the girl booking the appointment the main leg of power had been tripped at my house and when I flipped it back on the ac unit and some of my kitchen outlets weren't working so it was probably a breaker issue. They girl told me my appointment time was 12-3. At 2:30 after not hearing from anyone. I called when was told the tech was running behind and would be out by 3:30 at 3:30 I called and was told 5-6. At 6:45 the tech shows up and spends all of 5 minutes here to tell me it was a breaker issue. He said he doesn't work on breakers because he's not an electrician and I should have told them to send two techs... I was charged $79 for no work. This company is awful.

Nick H.

6/22/2022

I scheduled a precision tune up appointment with Cool Ray to make sure my A/C units were working correctly and had new filters. The appointment was made on June 7 and Coolray were scheduled to come to my house on June 22. I understand, with the heat wave, there are lots of people needing emergency services so I didn't mind waiting.

On the day of the appointment I stayed home from work to be home during the 9 am - 12 pm service window. When noon came and went I called to see when the technician would arrive. The representative on the phone said because of emergency calls they would have to reschedule my appointment and that I should have received a text or email about rescheduling.

I went back through my texts and emails from them, even in the spam folder, and I never received any communication saying they wouldn't be showing up for the appointment.

So I stayed home from work for nothing.

Coolray is an exceedingly amateur operation and I'd urge anyone reading this to choose a different service provider.

Graham K.

06/01/2020 12:00:00 SA

Worst service I have ever used. The tech tried to charge me 700 dollars for a Freon and coil upgrade and then to down play the cost roped me into some BS twice yearly repair to spread the cost out. I told them to leave and had to pay the 75 dollar fee which ironically enough is how much the other local company that i had come out next cost total to fix my issue. I would not piss on this services building if it was on fire.

Melvin D.

3/30/2012

Only 1 problem with Mr. Plumber in Marietta -

They really did come right away, they really did fix the pin size leak in the pipe without any problems (it only took 30 minutes) and they really did charge me $394.34. But to be fair about this, $49 was for the Service Charge and the 3 inch piece of pipe they used must have cost at least $1. So if you are look for a plain ol' plumber that does the same thing that any other plumber can do - except that they charge almost $700.00 per hour, then Mr. Plumber is the company you want.

Hey can I get job with you guys?

Alice B.

5/28/2022

We have a Service Agreement on 2 HVAC units. We trust the Technician,
Gary Campbell who checks and services our systems twice a year,
He has saved our units by catching a problem early and suggested a minor repair.
Trust Coolray and their Skilled Technicians.

Blessing I.

11/08/2012 12:00:00 SA

Blake the technician came in at 4pm on the 4th of November to unclog the kitchen sink. He ran an electrical drain snake down the sink and later on told us that it was clear. What we did not know was that in the process of him clearing the clog with the snake, he popped out a corner joint in the plumbing system that was in the basement, and all the water that drained from the kitchen sink and dishwasher drained into the basement floor. On the 7th of November, I went to the basement and noticed that it was flooded. I called the company at 11.30 pm and they had wanted to send someone out that will get to me by 12.30 am and I told them that it was dark and it would be better assessed in the daylight. They then sent someone (Tommy) to come and assess the damage. Tommy arrived and said that the corner joint was not installed up to code and not glued and that was why it popped off when it was being snaked. He said he would call his manager and talk to him. 15 minutes later, he came in and said they would not accept responsibility for it.

I have lived in my home which was built in 2005, and it passed a plumbing inspection. I have had no leak or drainage out of the so called joint that was not installed up to code. The joint also would not have fallen out by itself if it had not been snaked with mechanical force. I spoke to the VP- Joe Hayes, and he admitted that the snaking caused the flooding and damage, but rather than accept responsibility, he said that it would have not happened if it had been installed right in the first place. When I pressed further and told him that I had never had any problem with the entire plumbing system of the house, he then asked me if I had any insurance and that I should get the insurance company to call him. When I reminded Joe Hayes of their plumbing guarantee ($93 to clear the drain or it is free), he said that he will give me back my $93, but accept no liability for the damage to my property due to their work.

So in essence, as a mother of two young children, I was left with the choice of leaving a gap in the plumbing system and no sink to use till I could get another plumber, or pay then an additional 206.46 to have the joint replaced. I was also left with the task of paying to clean up a 4 day flooded basement. I wish i could upload the images on Angie's list for you all to see.

Please please be careful of what you pay for. If it is cheap (like mr plumber), then you will get cheap service from mr plumber with no acceptance of liability for their work.

Elizabeth L.

5/25/2019

This company is HORRIBLE! They claim they put in a new unit in my home in August 2018 and it has not been working right since! We had to call them back out 11 days later due to the unit not cooling! Then they claimed they fixed the issue on a BRAND NEW UNIT.
Then 2 days ago the thermostat tells me my unit has a cooling problem. So a technician came out and told me that the unit is leaking freon, condensation line is clogged and the coil has a block of ice in it. So they tell me to wait 12 hours and They will come back. A different tech came out and said the unit is working fine and there is nothing wrong. My house is still not cooling properly and to make matters worse I have a 1 year old son and he is EXTREMELY UNCOMFORTABLE. You can't reach a manager on the phone and their customer service is a disgrace. They don't care that our unit less than a year old and it's a extremely hot outside!!!!! My next step is the better business bureau.

Kavitha R.

08/10/2018 12:00:00 SA

This is the worst experience. My upstairs unit was not cooling as much as it should so I called this company. They said there was a leak and I needed to replace the unit. The guys came and put the new unit to downstairs instead of upstairs. After I told them they changed the wrong unit they took my working unit with them and said they'll come back in the morning to fix their mistake. Now the upstairs unit that was not cooling like it should doesn't cool at all. I left a message for the vp of sales to call me and he ignored my message even though he said I could call anytime if any problems. I want my money back and my units back the way they were. It's 95 degrees upstairs and I have a newborn!!! For $7k is this the bullshit this useless company gives?

Briscoe G.

3/30/2023

Keeping it short and sweet, they're price gougers. My unit motor/fan wasn't working and needed to be replaced. Coolray insisted i needed to replace everything and would cost me 10k. If I wanted to just fix the unit it would cost 2500 to replace the motor. Not including the freon which they said I'd most likely need. I got a second opinion and was told I just needed the motor replaced and it only cost me 600 for everything. Oh and I didn't need any freon.

Jon F.

05/12/2023 12:00:00 SA

Beware of the up-charge on repairs!

Had a great experience with them coming out to do regular tuneups. My HVAC stopped cooling and gave them a call. Tech came out the next day and quoted me at $2,870 for a new variable speed fan motor.

He explained that it would be better to not spend that much on a 14 year old system and I should buy a new system for $7,000.

I do some research and find the fan motor for $500.

Then I call my cousin and they suggest I switch to a single speed motor for $150.

What should I do??? I buy the $150 motor, install it myself and am happy I saved $2,730.

Miss S.

7/30/2007

I got quotes from a few different HVAC contractors before getting my new AC and furnace from Coolray. It's not fun to spend so much money on stuff like this and Coolray made it as painless as possible. I felt like the sales guy did not try to upsell me or sell me equipment that was larger than what I needed. The service techs and installation guys were very professional and worked quickly and clean. You get a year of maintenance free and a lifetime warranty if you continue to pay for yearly maintenance after that. If you need HVAC service or a new system, I would definitely get a quote from these guys.

Bob H.

11/08/2017 12:00:00 SA

This is the SECOND time it happened just to show how little they value their customers' time. Confirmed my appointment with Coolray a day prior to my appointment. Waited all morning for them to show up, I got a phone call at a time when they should have showed up but was was away from my phone (busy anyone?). Then get a voice message less than 20 minutes later to say that since I didn't pick up my phone, they aren't going to show up and I'm going to have to re-schedule. Another wasted day waiting in the house. They expect us to be phone slaves ready to answer their phone calls as though we have nothing better to do with our time and then cancels on us when they should already have shown up. Terrible!

Barry C.

8/27/2016

I've been a customer of Coolray for about 10 years now. They have replaced both of our AC units. About 2-3 years ago they installed a Train unit for the upstairs AC when it went out. This year we had the downstairs unit installed and they only had Carrier units. The sales guy said, We had to switch to Carrier because Train was using inferior parts in their units. So guess what just went out...The train unit.

We noticed how hot it was last night around 10pm. We called to get someone out to do an EMERGENCY REPAIR. The lady that answered the call said The on call tech will be calling you right back with a time of arrival. NO ONE called back. My wife called them at 5am and was told that we were placed on a standby service for Sunday~2 days later!!

I placed 2 more email time request for an appointment and got a call from a phone tech. named Lorenzo, stating That my situation is NOT an emergency, because I have 2 units and can move to another part of the house. That I am still on the standby list for Sunday.

If they call this customer service, I don't want anything else to do with them. I feel that they don't really care about the customer once they replace both AC units, what else is there to gain!

Kt B.

05/11/2023 12:00:00 SA

Simon Ryan, Jacob and Carlos.

Professional, Personable, and highly skilled with the installation of Carrier AC unit.
I appreciate your commitment and dedication to excellence.
Thank you
KTBraswell
Jonesboro Ga location.

Kim T.

10/20/2015

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.

Wanda C.

7/23/2020

What the hell???? I recommended Coolray to my daughter because I had no problems with my units but, my daughter just got her air conditioning done 2 days ago and she has had problems everyday. I'm very disappointed and will not recommend Coolray again.

Billy W.

05/07/2023 12:00:00 SA

Starting with the positives, they were on-time every single time they came out. Which was only three times so mileage may vary here. However, that was the only positive for this company.

The negatives are tremendous, the first guy we had come out stated his back hurt and that he didn't want to crawl in my attic to fix my issue. Then he proceeded to hand me cork tape and tell me Here, giving you this for free, you can get up there and just wrap it around the pipes yourself. I almost fell on the floor when he said that as a customer. To add to this, he also installed cleanouts for my AC drains, when he left I got up in the attic and noticed he just threw trash everywhere. There was trash in my insulation, on the units, on the ground on the fireboard, etc.

The second guy to come out was really nice, however he smelt like strong cigarettes, but he recommended we get new units and did some tiny repair work. Overall this was a pleasant experience, and my units are older so recommending replacement made sense, this restored faith in the company that the first guy must have just been a rarity. Therefore we scheduled an appointment to get a quote made for us as he said another person from the company does quotes.

A week later the third guy comes out to do my quotes. He notices my place of employment and then proceeds to start telling me about all the other coworkers he does work for and how he installed units for them. Ok, a little weird as I just want a quote, but then he proceeds to tell me he needs me and my wife for 2-3 hours to explain the new units. This is when I knew something was wrong or weird with this guy, I asked why he needs that long for a quote. He proceeds to start talking and then goes into his old career as a police officer, and his life story while also taking 2-3 phone calls while talking to me. He even goes so far to start talking about politics and asking my political stance and talking trash about the president. At this point I told him i'm not interested anymore, he proceeds to state he just wants to take a look around to get me a quote, which he does and starts inspecting my family photos on the wall and other items I own asking me questions. At this point I told him to leave, and he did so after this, but not before quoting me $30,000 for a 1.5 and 2 ton unit. This dude was unhinged, how he has a job is beyond me. However, my wife has now triple checked our security/cameras and door locks as she is now uncomfortable that this man was in our house inspecting our home furnishings and personal items whilst talking about his political/personal stances. It was the most unprofessional experience i've ever had with a company.

Do not go with this company, it was the worst thing i've ever seen from a company. Go with someone else, I would give negative stars if I could, and that's rare for me.

Mike B.

11/24/2010

We have used Coolray to handle all of out HVAC work for years. Three units, top notch quick service, fair pricing. So, when we had a couple of leaky faucets in the house recently and had a coupon for a free service call - we thought we'd give Mr. Plumber a try (they're owned by the same company). We had already purchased one of the cartridges from Home Depot thinking we'd do the work ourselves, but everything was so busy that we just decided to use the pros. This was very unfortunate.

Mr. Plumber arrived promptly on time when they said they would. Our plumber was very knowledgeable. He was able to come in and assess the situation, give us an estimate, and complete the entire job in 45 minutes, 20 of which he spent looking for his Allen wrench in his truck! That's the good part. Note - if we had not accepted the estimate, we would have probably been charged for a service call anyway.

It was 55 minutes from the time he got to our driveway until the time he left.

OK, the kicker. Remember, we already had one cartridge from Home Depot - price $35 but needed another one for the second broken faucet.

Cost: Install our own cartridge on one faucet - $120 labor (took 15 minutes)

Cost: Install their cartridge on another faucet - $258.98. My guess is that they charged $120 for the labor and $118.98 for the part (almost the same one we bought at Home Depot for $35). (took 10 minutes)

Total cost for one cartridge and 25 minutes of labor - $378.98. OMG!

AND this price was DISCOUNTED because we had a service contract with Coolray. Had we not had the service contact, our price would have been $466.59!!!!! Remember, that's for one cartridge and 25 minutes of labor! When we asked the plumber and the service manager, they both told us they don't charge by the hour, but instead they go by a book which has standard labor rates by job.

So here is my personal opinion. If you want excellent plumbing work and don't care what you spend, give these guys a call. If you want excellent plumbing work at a reasonable price however, I'd suggest looking elsewhere. Personally for me, I won't even use their HVAC service - and they've seen the last dime they will ever see from me.

Peter F.

04/01/2019 12:00:00 SA

Every time they come out to do the semi-annual maintenance, they show me pictures of mold growth on portions of the system and quote me thousands of dollars for cleaning the units, which an average person would consider cleaning the system normal maintenance, and installing a better air filtration system, and surge protectors. Also in the past they have wanted to charge me for adding circuit breakers at each unit. That was also several hundred dollars. They are the company that installed the systems and now several years later want to charge ridiculous amounts to maintain and make my air cleaner. I have a maintenance agreement, but basically all that includes is changing the filter and making sure that the system is running... If you buy from them, be prepared for a sales pitch every time that they come out to service your system!

Sheryl K.

7/26/2023

I am so impressed with Coolray! My last system was a Lennox and starting having issues after 8 years. I was full of questions and our sales consultant, Derrick went above and beyond to calmly go over everything in detail. Of all the companies that I interviewed, he spent the most time checking out our system, including the duct work. Still, selling an entirely new system is one thing, how was the execution. FANTASTIC! David & Robert had to remove the entire system before starting over. The new system took all day and there were adjustments and a few unknowns that came up. The team worked flawlessly together and didn't made a big deal about it. The price that was quoted never changed. I strongly recommend Coolray. They have truly earned my business for life!

Phyllis H.

08/12/2022 12:00:00 SA

Was recommended a part that wasn't broken and would not have fixed the problem. Do not call them unless you have a lot of knowledge in air conditioning.

Joanna C.

1/13/2023

I wish I could make this a negative 5-star rating. We bought a hot water heater from Home Depot and asked for it to be installed by their vendor. We were told we would hear from the installation company within 24-48 hours. 72 hours later, I called Home Depot to find out why we have not heard from the installation company. A Coolray representative called me back the next day to make an appt. for 10 days after the purchase was made (Home Depot has signage claiming Installation within 24-Hours.) Then I received a text announcing my appointment is now a week later than the previously confirmed appointment without any explanation. I made my disappointment known and rescheduled for first thing on Monday, which turned out to be scheduled for 12:30 pm on Monday. When the technician left on Monday evening, we still had no hot water. We were told that someone would be calling us the next morning. No one called. I called them the following afternoon and was asked if I could get to my residence within the next 1 to 2 hours to meet a technician. I did. We still had no hot water when that technician left, but we did have an invoice estimated for $1400 more than the original installation was to cost and an appt for Friday from 12:30 - 4 pm. At 1:35, someone called to let me know James, the technician asked her to call me to let me know he could not make it today and that I would have to make an appointment for sometime next week...No time, No date...just sometime next week! I am extremely upset with the treatment I have received from Coolray Heating and Air and I blame Home Depot for putting this company in my sights.

Chuck L.

12/14/2016

I have been a Coolray customer for about 8 years. Sean is my regular repair tech and he is great. However, if I get anyone else, I have to endure a hard sell campaign on why I need a new furnace. Yes, my furnace is old, I get it. Yes, I am considering replacing it. However, making a $4000 decision in 60 seconds is not what I signed up for. Last week something broke and Stan came out. He spend the time he was talking to me making me feel stupid for not spending $4000 on a new furnace. Its 2 weeks until Christmas, moneys tight!
When my service agreement is up I am considering trying another company. I dont think Coolray considers my needs but is just trying to push their sales goals.

Analia B.

7/16/2018

Worse experience ever.. we hired them to replace an AC that was working, so they would fix the one that wasn't working... and that they included for free. Long story short, the upstairs AC still doesn't work, and they are asking us additional $1.2k to fix it (even when the unit is still under waranty). I guess for them it is ok to promise you a good service when they want your business, and to let you hanging once you pay them. Don't call them If you value your comfort, and your money, and good customer service,

Aaron J.

5/27/2019

Charged partially for repair that didn't work. Rude so-called comfort consultant who complained all his time in the building. Customer service is okay.

Betsy B.

07/07/2022 12:00:00 SA

I came home from vacation two days ago to no air conditioning. I booked an appointment online for the next day between 9 AM and noon. The technician, Douglas Davis, came out on time and sent notice of his his arrival to confirm I was available. Upon arrival he wore foot coverings and a mask to ensure cleanliness and safety. He quickly diagnosed the problem which was a capacitor on the AC unit. He replaced it quickly and then tested the rest of the unit to make sure there were no other problems. Payment was easy, they take electronic payments cards and cash. Great service, friendliness, and professionalism. Highly recommend Coolrays!

Jim W.

2/14/2015

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!!!

Dexter S.

07/07/2022 12:00:00 SA

They no called, no showed on me three times with appointments that they set. Horrible company very unprofessional and inconsiderate of your time. Can't believe Home Depot partners with them.

karen e.

10/02/2017 12:00:00 SA

I strongly recommend not using this company. I have been on their membership agreement a few years now and they only seem interested in collecting their service call charge fir each visit, then convincing you to replace various parts for costs. Every time they come out, it is always a $200-400 expense and they always state that something else is broken and should be replaced. Furthermore, the prices they charge for parts and labor while on the service call are very high! I just found it peculiar that they are constantly telling me to replace parts and now they are trying to convince me to fully replace an 8-year old unit! Lastly, the refuse to do an overall assessment of my unit unless I agree to pay the service charge of $70. This is their 4-5th visit this year and they charge this amount regardless. This is questionable service in my opinion and it their customer service person seemed to care less. I am cancelling my agreement and never going back. They just want the serve charge and then up sell you once they are in your home! It's a racket!

Arabia K.

11/10/2014 12:00:00 SA

I called Mr. Plumber to fix a sewage pipe. But instead of fixing the plumbing I caught the plumber lying down on my lawn sleeping. When I woke him and up and asked him what he was doing he said that he was tired and needed sleep. He then left my house without fixing the problem saying he would be back once he had a nap. I called Mr. Plumber and informed them of their employees behavior and demanded they either fix the problem that they were sent out to do or give me a refund. They chose to give me a refund. I then called another plumber who got the job done.
I thought that was the end of the story and I was willing to give Mr. Plumber a second shot. So when another problem came up I called Mr. Plumber and they informed me that the plumber was on call and they would inform me when they were available. I then got a call a couple of hours later from Mr. Plumber employee, who was very rude, who told me that because I had complained previously that they no longer would be offering me any service. Apparently when somebody complains about the quality of work they are paying for they get a red flag next to their name and they get black listed. Instead of accepting that they made a mistake their punish the customer by blacklisting them and berating them over the phone about how dare they complain. Do not use this company because the quality of their work is sub-par, their customer service is worse, and god forbid if you complain you will be chastised for it.

Kimberly H.

6/21/2014

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!!

Chet B.

6/27/2023

Had annual HVAC maintenance agreement with Coolray for years. Tried to schedule the A/C maintenance on our two systems - called in June and was told they had no openings until mid-August. However the web site showed available openings in two days so I scheduled an appointment. The morning of the appointment Coolray called to cancel and reschedule, so we rescheduled for a couple of days later. But Coolray canceled that appointment the morning it was scheduled. They had our money but would not deliver the service so we had to call another HVAC company. We are done with Coolray/Mr Plumber/Britebox Electrical.

Jason R.

06/03/2017 12:00:00 SA

The Best! We've used Coolray Heating & Air for the last 12 years and have consistently received outstanding service. Not long after we purchased our home those years ago, we had to replace the existing HVAC unit and have the home properly zoned for heating and air. From beginning to end Coolray has been a pleasure to work with. They answer calls and always are always quick to assist and courteous.

We had an addition on the home that we needed some guidance to cool in the summer (the past few years we've just stuck with fans but it just wasn't comfortable once summer hit with heat and humidity). We called and Joey, Coolray's service and sales consultant stopped by yesterday -- discussed options and we agreed that a ductless split-level AC unit for a sunroom and bonus room over the garage would be the best for our needs. Today -- less than 24 hours later -- Coolray's team came in and completed the full install. Julian and team were awesome (and patient) with last minute questions. Everything is working great and the only negative is that we didn't call Coolray sooner.

I really appreciate the attentiveness Coolray provides to us as a customer. The level of service provided is well worth it!

Michael K.

07/06/2016 12:00:00 SA

It's 98 degrees outside and my upstairs air conditioner has stopped working. CoolRay service technician was here last week to service and all seemed in good order. I called the service number which available 24/7 according to the add. If assumed (incorrectly) that if you pay $250 a year for a service agreement that just maybe someone would be available to come and service the unit. WRONG! I was politely told that all of the service techs are busy....and the earliest that someone can be there will be Tuesday between 2-6 pm. Are you kidding? What kind of 24/7 service is that? The temperature upstairs continues to rise....obviously not going to go down with no air conditioning. Some service! Obviously CoolRay has completely bastardized the meaning of service. The hottest week of the year expected...and the air conditioning service folks are all busy. This is horrible.

Not sure how YELP got California as my address, buts it's Georgia. I appreciate CoolRay calling me back today and updating me on my situation and needed parts. So while I still do not have air working at least I have a solution and guarantee that it will be only one more day. thank you CoolRay for following up.

EJ N.

5/21/2012

Great job installing two heat pumps...so, I thought. Turns out at least one of the units was either not completely charged with freon or the installers never checked for leaks as we agreed they would. Now 6 months later, I'm being told that a unit needs freon and after some discussion, this tech agrees that there is a problem with the install. As a result of the conversation, The tech realized that his company installed the units and, wow, I'm getting the $89 freon for free. How nice?! Installs should have a follow up to ensure all that is paid for by the customer is provided. This company does not follow up and ensure the work is done correctly.

James T.

07/05/2019 12:00:00 SA

Scheduled an online appointment for new HVAC system quote and received a text reply stating that they weren't doing those quotes until October! What a joke! Guess they are getting enough business to afford being able to pick and choose when the do certain types of work, but they won't be getting my business with this type of customer service. I'll find a company who is willing to address my issue now, not in 3 months!

Andrew A.

5/26/2020

When I needed a new furnace and ac, I called Coolray. The sales man used extreme pressure to get me to purchase the most expensive Carrier Infinity series model they sold. He did not really try to learn what my needs were and try to meet them. Bartlett AC was willing to sit down with me a discuss my needs and sold me a model that met those needs.

Tracy M.

01/12/2016 12:00:00 SA

HISTORY: During the coldest days so far my thermostat nor heater were working. I attempted to change the batteries in my 'stat but it didn't work. I was hesitant to call a large company but needed someone fast so dalled Reliable & Coolray and went with Coolray b/c there 'visit charge' was less and went against the repair. I also need semi-annual service and neither company could perform the regular service without the unit working. Repairs first, Service second.

FAULTY AND EXPENSIVE DIAGNOSIS:: The Coolray technician came out and played with my thermostat but it was still not working. he then addressed the furnace. The flame would come on and the off right away. His determination was that the control board with flame sensor needed replacing, the starter although working could use replacing, and I needed a new thermostat. All at a cost of apprx 1,000.

SECOND OPINION: I did not want to spend 1,000 and I didn't really trust big companies as I had a bad experience before. I then called a one-man company and Chad came out. He looked at the 'stat, took out the batteries, noticed the spring was not touching the end of the battery and now my thermostat works. He then addressed the furnace. The first thing he did was take out the filter which was definitely old and needed replacing. With the filter out, the flame kept working. Once Chad replaced the filter - my house was warm again at a cost of 120.00.

The Coolray tech did not even look at the filter. I'm sure that is part of servicing the furnace and that couldn't be done until the furnace was in working order....

This experienced confirmed my distrust of these large HVAC companies.

Arlene R.

08/02/2012 12:00:00 SA

I only have two words to describe coolray 'rip off'. I picked coolray when I was looking for a company to replace my mom's system after it was stolen. They rep. they sent out was very nice and seemed professional so I selected coolray from all the other companies that I had gotten quotes. What a nightmare! It's been two years and constant problems. One of the techs they sent even said he didn't what was wrong with the unit, worked on it and never even came inside the house to see what the temperature actually was. The thermostat read 87 degrees in the house. I tried several times to speak to a manager and only got a voicemail. Seems like this manager Anne does not take problem calls. I absoulutely would NOT recommend coolray to anyone.

David D.

07/09/2021 12:00:00 SA

Stay away from this company. I agree with one of the other reviews that they will overcharge you. I paid $265.00 for a part I later found on the internet for an average price of $15.00. I obviously was not aware of this at the time, since I did not know what the issue was until they arrived.
I called the company to speak with a supervisor about the overcharge, was told there was no one there and they would call me back. Needless to say I never heard back so they know what they did. Very dishonest.

Hilary B.

4/13/2015

Stay away from Coolray! In October 2014 we had a warm spell. I turned on my air and it wouldn't cool. Coolray came out and, before even looking at the system, said I would probably need a new system. I had a 3 week old at home and feel as though they were trying to take advantage of me. I ended up paying them and having them leave without doing any work - I didn't feel comfortable with their recommendation.

Fast forward to April 2015 when I go to turn the air on and it doesn't cool. [Mommy brain had me forget that we never got it fixed last fall]. Coolray comes back out and AGAIN tries to tell me that I need a new system without taking a look at the unit.

The guy that came in October was the same guy that came out and his English was shaky at best. If you are going to communicate issues to customers I feel like you need to be able to speak English well. He was asking me how much freon he put in in October and how long freon lasts in the system. I have no idea and feel like there should be notes in my file about the work they have done.

The prices he was giving me were higher than what was quoted to my husband the day prior and he refused to call corporate to talk about the pricing even though I had the name of the gentleman who had quoted us these rates. I ended up doing this on my own while he was servicing the unit.

I ended up getting them to add more freon to the unit to get us through the few warm days that we had and am having someone that I trust coming out to my house today.

I felt like they were trying to take advantage of me and I didn't get a good feeling AT ALL! And having someone like that in my house with myself and my 6 month old daughter is a terrible feeling.

Stay away!

Katie R.

5/31/2019

I have had the worst service with Cool Ray and I definitely do not recommend their services. They send very unprofessional staff who have very little knowledge. They ALWAYS arrive 3-4 hours late and have come to my place three times now and my air conditioning still has not been repaired. They have terrible customer service and by far are the worst company I have ever had to deal with.

Jim G.

9/18/2015

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.

Hudson L.

06/06/2018 12:00:00 SA

I would give less than 1 star if possible. The service tech was polite enough, he did a leak test and found where the issue was. He told me that they would order the part and be back next week and we set the appointment. I asked what the cost of my particular situation would be, since I do not know much about heating and air units, and he said ~$300 and I signed the paperwork.

Coolray Heating & Air showed their true colors on the day that they were to replace the part that was having the issue. I was called by one of their managers who just wanted to Go over the cost of the work to be done. He explained to me that the evaporation coil was going to be ~$1900 with labor being ~$300. This was the first time I had heard any figure over $300 and it was on top of the $300 I had already paid for the tech to come out.

Luckily for me, my girlfriend's dad was at one time a certified HVAC tech and he helped me look into my options since I was not in the market to spend anything close to $2000. It turns out that the part they quoted at ~$1900 goes for on average under $300. I find it disturbing that they waited until the day of service to even give me a quote, and that their quote was so far off of the true market price of the part.

Coolray Heating & Air is a private company and can choose to conduct themselves in which ever way they see fit, however I will never do business with them again due to the malevolent business practices that appear to be top down (stemming from management level positions or higher). I also wish that my local radio station (Atlanta, WSB | Host Dave Baker) would not advertise for Coolray any longer because their support of a company like this severely deteriorates their credibility.

Lizie H.

05/12/2022 12:00:00 SA

I do NOT recommend this company. They try to come hours ahead of when scheduled, then refuse to do simple job because they insist there is a fourth air con unit that they can't locate (there are only 3 units). Second guy goes out and can't find the place so he leaves. Schedule a 3rd time and after scheduling they called and canceling saying they 'felt uncomfortable in the area'. Total BS - the area is not sketchy. I will never use them again!

Deanna W.

6/29/2018

Buyer beware! Our A/C system went down and they were able to come out the following day to fix our unit. It was a capacitor that was the issue and they replaced that during the service call. The unit works great now and for that we are grateful. However, the issue came when we looked at the bill and discovered that they charged us for the service call along with the parts they serviced. Thinking it was an oversight on the company we called and were advised that there was not an oversight and that the charges were correct, but for our time they were going to refund us half of the service call. As of today I still do not have a refund and know that if my future calls for a A/C company I will not be using this company. Just saddened that they are not a reputable company. Just beware.

Janna B.

8/19/2016

Very easy to work with and they aim to please. Bought two units and right in the middle of installation I changed my mind and wanted a different unit for downstairs. They obliged with no problems. About a month after installation I decided that there was too much vibration noise in the wall where the outside-units sat. They came out, analyzed the problem, and came up with a solution that required a full days work which was to run the pipes up the outside of the wall. All covered under warranty, all done professionally, all done with complete success in solving the problem.

David B.

07/01/2020 12:00:00 SA

Probably the most incompetent company I've ever dealt with. After having annual issues with new units they installed about six years ago, I wrote a bad review explaining all the difficulties I'd had. I received a call back from someone at Cool Ray offering to extend my annual maintenance contract for one-year free of charge as sort of an apology for all the issues. They told me they would make the adjustment in the system and send me an email confirming the one-year extension. Four days go by and no email. I called the girl back and left a message stating that I hadn't received a confirmation email, but never received a return call. I tried multiple other times to reach her and always got voicemail. So my consolation prize of extended maintenance as a result of six years of poor service never happened because of even more poor service. It's unbelievable how bad these people are. Do yourself a favor and avoid this company.

Shawn C.

6/16/2022

I waited for over 1 month for my service appointment. At the last minute it was canceled. I contacted Cool Ray and was told my appointment was canceled because other people was without A/C. I guess my appointment that I scheduled over a month prior was not important. I rescheduled for 2 weeks later and got the same response. No one showed up for the service appointment. I don't know how you guys stay in business. You have people make appointments and you don't show. VERY disappointing Cool Ray. As I'm watching your commercial on TV about customer service, you should NEVER run that commercial again.

Hoff A.

7/13/2020

do not use cool ray !!!!!!!!
i had them come out over a month ago
freon was put in
no leak test was performed
i payed 682 all the freon leaked out
i called and spoke with a manager who needed additional training and then once i put a review up a customer service rep called they wanted to sell me a new unit which i cant afford ,
due to covid and im a single person i don't have 4400$ for a new unit ...
i was told someone would contact me about possibility giving me part or all of my money back for how the situation happen
a month later 90 degree weather and my elder mother has to come stay with me and still no call!
thanks cool ray!!!!

Alan L.

8/30/2018

10+ years of using Coolray and I have finally decided to no longer recommend them.. The techs that come out to your place are great, so I do not want to take away from them and the work they do..

I felt like the communication was very disorganized from tech to sales..

And I would highly recommend shopping around on pricing..

David D.

02/10/2015 12:00:00 SA

Mad props to Coolray. They have maintained my HVAC for 12 years now. Recently I had an issue with some of my ducts (which they did not install, it was done before I bought the house). The problem happened during a renovation when some things needed to be moved around in the attic. Coolray had sent a technician just to do a usual seasonal check up when they figured out that there was an issue connecting the ducts and that I would be wasting a ton of energy. He did a fix on the issue but when the contractor got back up in the attic, the fix had not stuck. So I called Coolray back out. No problem, they'd send someone out again at no charge. Different tech this time but also clean cut, real upbeat and equally knowledgeable as the first guy. About 20 minutes later he nailed it and got the problem solved. Within a month GA Power sent me a letter noting that my energy consumption had dropped. That's probably the thing I cannot underscore enough--over the years I have never had a single guy with Coolray. I have met probably 6-7 different technicians. They are ALL good guys. Guys I would have no problem leaving at home with my family if I was not there. I don't know how they hire but I am assuming they have a pretty high standard and that their people must drink the Kool-Aid because I have not talked to a single person over there that was not super nice and buttoned up. I just renewed a 5-year maintenance deal with them because I know that when the )#%*)#%& hits the fan they will do a good job for me.

Valerie H.

06/11/2022 12:00:00 SA

Same day service under emergent circumstances and he fixed the problem in short order. Highly recommend.

V S.

04/09/2013 12:00:00 SA

Due to a clogged drain in my house water was standing in the bathtub on the ground floor every time someone takes a shower in the bathroom upstairs. The rest of the plumbing in my house worked fine. I saw the $93 deal to clear a clogged drain on a billboard and called Mr. Plumber. I was afraid that there would be upsell but was not expecting a total scam. The guy showed up on time and gave me an estimate, $165 to throw 20 gallon of water standing in the tub out through the bathroom window and another $100 to lift the toilet so he can run the snake, then another $93 for running the snake for a total of $358. He said he will refund $93 if he cannot fix the problem. These guys prey on people who have a plumbing emergency and take advantage of them but I was not interested in being scammed. I asked the plumber to leave and got me a local plumber who came in the same day and fixed the problem from $150.
Beware of this false advertising scam. Anyone who has been scammed by them please report them to Better Business Bureau.

Heather W.

8/18/2020

I'm just so disappointed in the product and a/c furnace placed in our home by this company. This is the 3rd year with our system and it has never cooled our upstairs efficiently and our a/c bills are higher than before. We tried for a year to figure out what was wrong with reassurance that the a/c was fine and not undersized for the house. The guarantee is crap and obviously they do not care about their customers. I would never recommend this company and can't believe how much we were charged for this unit. I will say that the manager or whoever came out was nice but still our problem has never been fixed. Also we had to pay so much just to get it repaired after 3 years. Will never buy another carrier product or use this company again.

B.A. S.

9/16/2017

Eric B. came out to my town home to do a simple repair. He had TATTOOS all over every single inch of his visible body, food in his tangled beard, and REEKED of cigarettes and last night's alcohol. Then at the last minute, he changed the price from $232 to $605 (Cindy's weak attempt at a reply below is incorrect) claiming that it was the persons fault that gave me the wrong phone quote. If they do this to a dude, I feel sorry for a woman trying to get their help. Within an hour, I had a different AC company out to my place (one of the hundreds of other choices in my area) who was honest, upfront, and efficient with no BAIT AND SWITCH. Going to write their awesome review now. Save yourself the hassle and call someone other than this dishonest company.

Richard N.

11/22/2017

Money was put back into my account the day after I posted on Yelp. Was called by Cindy who seemed like she was hired for damage control. I felt like I got an apology from a politician.

Daniel D.

12/28/2017

Coolray did contact me about my concerns with BriteBox and full disclosure they worked with me about the charges which helps and i appreciate Cindy's efforts. I have not changed the rating as the issues listed other than the $$ amount remain the same. I use Coolray for HVAC and Mr Plumber, both do a reasonably good job.

Kathy J.

8/13/2021

I booked them through Home Depot. So expensive! Always trying to upsell.
DID YOU KNOW HD GETS 10% OF EVERY LEAD BOOKED! What a SCAM! They are making millions of dollars and ripping off everybody at the same time! There are so many better air conditioning companies. Stay with a local small guy, they will appreciate your business so much more in charge you the right amount. What a rip off!

Nick S.

8/30/2021

They found the problem with my non-working unit and it was a bad contactor. The tech said the part was $220 and the total bill was around $300. I was happy because a new unit would be $3K plus. He left the box that the new part came in so I looked online and found out I can purchase the same contactor for around $15. I understand up charging for parts, but 1460 percent? I called and complained and all the rep said was I will send this to my superiors. It's been four months and I have not heard a word. I wasn't really expecting anything. Lesson learned.

Madelyn A.

03/02/2015 12:00:00 SA

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 time to 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.

Fred B.

11/13/2018

Used the web site to setup and appointment added all the details and information about the system. I had used them in the past to install the system and just started doing the annual maintenance myself. Got tired of the tech loosing parts. This time I had the thermostat go out. They called to confirm the online appointment and made a second appointment. Them 2 techs arrived, one didn't even had a thermostat on the truck. Just over a moth later the new thermostat is going funny. Called again and was told that there isn't warranty on the device and will cost full price again. I'm done with this type of poor service. Stop the stupid and do some service. Going to a smaller company that listens to customers not computers.

Jefferson S.

9/15/2017

I recently got an annual contract with these guys. They came out today to do the inspection of my unit and it was well worth it. During the multi-point inspection the technician discovered an installed component that had been improperly installed in a previous repair (done by another company. The previous company's technician had left the cardboard box (the packaging) on the component. Coolray removed it - it was potentially a fire hazard! To top it all off - coolray installed my new nest thermostat perfectly. I'll definitely be using them again!

Keith T.

4/23/2015

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.

Terry P.

2/20/2020

This company sucks! I spent almost $20,000 to install their top of the line equipment for a 6K square foot home. Then all parts and labor was suppose to be covered for life as long and I agreed to pay for their twice a years maintenance service. Now I hate even the thought of those maintenance services because they have given their repair service people sales quotas and try to demand that you agree to sign that you rejected their proposals and they are required to propose SOMETHING. I now believe they will break something or fake a problem just to meet their sales quotas. It's like the old time used car salesman. I've complained to several levels of management and they just say that is how they conduct business. They were my most trusted service provider prior to their merger with Mr. Plumber who also sucks!!!

NEVER do any business with this unethical business

John S.

5/15/2023

Be Aware: My AC stopped working the fan was blowing but no cold air. I had Coolray come out and the technician told me there was a leak in the line. $2,000 to find the leak and another $2,000 to fix it. So basically around $4,000.
My condo had been under repair for the past 5 months so I called my contractor thinking one of his guys caused the leak. He said he would send his AC guy to look over the problem. Three technicians from Wilson Mechanical showed up and began to inspect the unit. They discovered there was no leak and it only needed Freon to be added. Total cost to me $645.00. The AC has been working fine since since Thursday May 11, 2023.
Coolray also talked me into signing a two year service agreement. Needless to say I cancelled this the next day.
DO NOT UNDER ANY CIRCUMSTANCES USE COOLRAY TO SERVICE YOUR HVAC. THEY WILL LOOK FOR THE MOST EXPENSIVE SOLUTION IF YOU NEED IT OR NOT.

Christine S.

11/02/2012 12:00:00 SA

Drew from Mr. Plumber did an outstanding job!

C A.

09/10/2018 12:00:00 SA

Seriously understaffed. Both our units were installed by Coolray, and they are both still under warranty. We also have a maintenance agreement with Coolray, so you might think that we could expect quick service when one of the units isn't cooling, but it took two full days for them to come out.

Also, they install Carrier systems. This is fine if you don't use smart home control, or if you use Amazon Alexa, but Carrier doesn't support Google Home, and doesn't seem to have any plans to do so.

Russell A.

6/18/2021

DO NOT TRUST THIS COMPANY!!

Very dishonest and looking to get you to replace your whole ac system when all you need is a simple fix such as a bad capacitor , leak repair and recharge.

(It's like going to you local car dealership, and all that's wrong with your car is a dead battery and the service tech tells you that you need a new engine)! #ridiculous

Luckily we received other quotes from other companies and a more reliable company helped us the same day and without the BS of requiring a whole new system!

We were also charged a $79 inspection fee to tell us what we already knew that the ac unit didn't work. Technician was there for roughly 10 minutes and failed to find our problem was a faulty capacitor, which is apparently a common problem to check for. Their quote to refill our unit was $1500 or a new unit for $5,500. Repair on capacitor is less than a $20 fix.

(The company we went with fixed our existing unit around $600 with capacitor replace, leak seal and outside units cleaning).

Would've been more ethical to do their due diligence to determine what was wrong with our system rather than quote us to replace whole system and then on top of that lock is into a warranty plan that charges $160 /year which entails only two service visits and air filter replace which is easy to do on your own. Warranty service does not include additional charges if they find something wrong with the system. Most systems already come with a manufacturers warranty, so not sure $2400 - $3200 over the average life of 15 -20 years of an ac unit is justified. That's enough to buy a whole new unit!! All for them to come and inspect your unit and replace filter for twice a year!

Don't trust this company. All they want is your money and lock you in to their warranty plan for residual income.

If I could give a half star I would!! I'm literally just venting right now. It's not about the money, but more so the principle and their work ethics.

Sometimes you have to think about the people more so than the dollar.

Update to my review: added one star after corporate stepped in!

I appreciate corporates quick response to resolve my issue. Kimball called me to apologize and corrected the problem by refunding the $79 technician visit fee. However i still have not received the refund so back to one star.

He reassured me this is not their way of doing business and wanted to do right. I appreciate an honest apology so i am updating my post. However, it still doesn't change what I experienced with trying to do business with them,...so tread with caution and always get multiple quotes if possible.

Yifei P.

1/25/2014

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!

S E.

06/07/2010 12:00:00 SA

Since the great initial service, we have continued to enjoy Coolray. They call to remind you to set up your biyearly maintenance visits. The techs call about a half hr before they arrive and everything is quick and easy once they get there.

Liz P.

8/21/2014

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 4th 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.

Coolray Heating & Air Conditioning