Complaints

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 13, 2022 I received an estimate from The Cooler *** to relace a roof mounted evaporitive cooler. The estimate was for $5195.00. I accepted it and the new cooler was installed in late April or early May 2022. This month my wife noticed a damp spot on the ceiling of our bedroom. It is located under were the cooler sits on the roof. I called the company and they sent a tedhnician the next day, Sept. 17, 2024. I showed him the water damage in our ceiling. He then went into the attic to see were the leak was. He told me it was leaking from some holes in the roof. Next he went on the roof and sealed the holes on the roof with silicone. He stated that the silicone that was used when they installed the cooler had failed and was gone. He told me I sould have a roofer come over and make a better repair. The holes were from when the original cooler was installed. They were for the water line and electrical to the old cooler. The Cooler Company should have had a roofer repair this issue before they installed the new cooler. They told me they wouldn't have the water damage repaired because it is out of warranty. They don't stand behind their workmanship. There souldn't be any leaks if the job is done correctly. There has been no damage or modifications done on the roof since they installed it. They also stated that I didn't have them service the cooler since installation. I have been servicing my coolers for 30 years. All you do is disconnect the water line and blow it out, drain the reservoir and disconnect and seal the drain. Then you install the cover. The tech also said the float was set to high so he adjusted it. I have never touched the float. I believe The Cooler *** should be liable for the water damage in my ceiling. Please forward this complaint to the ******,CO branch of the BBB. Thank You.

  Business response

  12/12/2024

  I have spoken with the customer and resolved the issue.

   

  Thank you

  Grayson Goodwill

  Customer response

  12/13/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired the Cooler Company to install a swamp cooler. They offered the option to pull a permit or not, and since permits are required - I paid to have the permit pulled. The Cooler Company installed the swamp cooler without a permit. Getting this permit after the work has already been completed proved problematic for them. They will blame the County for the poorly functioning website, lack of clarity, whatever. The fact of the matter is - they did not have a permit in hand prior to starting the work. And they were supposed to. By law, and per our contract. They have been stringing us along with promises of getting the County inspection completed, and there would always be a new issue that would delay, delay and delay. Most recently, ******* at the Cooler Company promised to have our swamp cooler swapped out for a model that can be permitted by the County. Turns out his license with the County had lapsed, a family emergency delayed him from getting it renewed, and a contractor he had contacted about doing work has not contacted the County. I need BBB's help in setting some concrete deadlines and helping me stop this runaround I am getting from this contractor.Building Permit Number: BLD-2022-*****

  Business response

  12/05/2023

  To whom it *** concern,

  Thank you for allowing us to respond to this complaint.   The Company was contracted to install an evaporative cooler at the Gall residence.   This work was performed on 5/25/22.  During the year of 2022, The Cooler Company installed over 600 Breezair evaporative coolers.   Sometimes with the online application process, mistakes are made.  If this happens, a permit application *** not be approved.   It is a rarity, but there is also the instance where the application does not appear to be filed or even on record with the different cities and jurisdictions.   I had one a few weeks ago with a city that we were on the phone with the building department and tried submitting the application 2 times and Nothing appeared on their end, until the THIRD attempt.  There are also times that we *** fall behind in submitting the applications.   600 Cooler installations all over the Denver ****** usually within 3-5 months.  With this volume of work, stuff happens.   We do our best to correct any discrepancies or issues that *** occur.   The permit was applied for and approved for the Gall's installation.   At inspection, it was brought to our attention that the evaporative cooler that was installed did not have a UL listing and did not meet the current local building requirements.   The Cooler Company has been in business since ****.  At no time between **** and June of 2022, has this requirement been brought to our attention.  After checking into the violation, I found that in 2017 there was an amendment made by the ***** of ************* of the National Electrical ******** ***** - Stating that any appliance requiring 50 volts or higher required a UL listing.   This was news to us.    At this point, The Cooler Company contacted our supply house where our equipment is purchased and inquired about the listing and how it pertains to the equipment sold to us.  Our supplier contacted the manufacturer.  I also reached out to the building department with several calls and no response.    After many correspondences and the manufacture got involved and wrote a letter stating the listings the installed appliance did carry.   This process takes time.   It has to go through the hands of many people to get back to us that the building department would not accept the letter written by the manufacture.  We then contacted an engineer with the firm that works hand and hand with the manufacture and our supplier.   His attempts to get a response with the building department were never successful.  I finally gave up and contacted ************ to propose changing the Cooler with a different model that did carry the required listing and at no cost to the Galls.  This proposal was approved.  The Cooler Company ordered and paid for the new cooler and attempted to amend the existing permit.   At this point, the permit The Cooler Company had paid for had expired and we were told a new application was needed.    Next, we applied and paid $338.  Not credit was applied.   We paid in full.   Soon after, we learned that our license with the county had expired.   I attempted to renew our license and learned that as of July 2023, the county's normal allowance of reciprocity with licensing no longer applied.  As of July 2023, the county required additional testing and licensing to obtain a mechanical license in the county.   Since learning of this new requirement on 10/19/23, and in hopes of expediting the process, i scheduled the necessary exam to be taken on the following Saturday.   Two days before the test, it was brought to my attention that the my wife would need to undergo an emergency procedure the day before the recently scheduled exam.   I informed ************ of this.   ************ then requested that i try and find another contractor to handle the permitting for the upcoming work.   I did reach out to an associate with a different contractor, and they were willing to help.  I informed ************ of the good news.   When asking for favors, beggars cannot be choosers.  I was at the mercy of the helping contractor's free time to start the permitting process.   I reached out to the helping contractor a couple times in hopes of gently reminding them of the urgency in the matter.  Roughly ***** days after our first contact, i was informed that their license had also expired and required the same additional testing.    This is not an easy process or exam to prepare for.  Shortly after learning of no longer having assistance with the permit i rescheduled to take the necessary examination.   It was around this time i learned of *********** sending the complaint received by the BBB.   I understand and have acknowledged the frustrations of the Galls.   I have spent hours trying to resolve the issue.  I spent many hours at night after a full day's work and away from my family, cramming for the exam to get the necessary certifications.  I have also spent hours responding to and communicating with all parties involved.  Seeing the complaint with the BBB took the wind from my sail.  I did drag my feet for about a week after reading the complaint.  It was deflating and i was out of steam to care.  A week later, i rescheduled with the code council to take exam.   I take the exam next week and plan to follow up with the Galls and the county after to complete any and all permitting, and work needed to put this job behind me.   This is the perfect storm of everything that could go wrong did.  It has taken too long to get this done.   I do not disagree with the Galls.  I would be frustrated in their position too.   I want nothing more than to provide the service that the Galls paid for.   I want nothing more than to be done with this.  I am trying.  

  Thank you for reading and i hope this shows effort has been made.   

  Customer response

  12/06/2023

   
  Complaint: 20830988
  
  I am rejecting this response because:
  

  This is no resolution.

  We need help from BBB to set reasonable, but concrete deadlines, and make sure they are met. 

  To make something clear - this all could have been avoided, had The Cooler company received the permit BEFORE doing the work. Instead - they applied for the permit, the County responded by requesting additional information, The Cooler Company ignored that request, and the County never issued the permit. The Cooler Company completed the work anyway, and now they found out that the appliance they installed cannot be permitted at all. 

  I appreciate ********* efforts, but no representative of The Cooler Company made any effort without constant prodding from my side. If this complaint is closed on the promise from The Cooler Company to complete the work - I have reason to believe it will never get done. 

  Sincerely,
  
  *********************

  Business response

  12/17/2023

  Good Afternoon,  

  I am writing today to update you and *********** on our progress.   I was able to complete and Pass the necessary Mechanical Exams necessary for renewing our contractor license in Arapahoe County.   I was informed by the testing provider that processing scores for recognition with the *** could take ***** hrs.   The test was taken this past Friday,  12/15/23.  This information is also listed on the attached uploaded form.  

  As of now, 12/17/23, there is no report processed.   I will follow up tomorrow to verify.   Once accreditation has been processed, i will apply for licensing through the county.  Approval of this application usually is accepted and approved withing ***** hrs.   I will continue to check in with the county.   Once license renewal is approved, i can apply for the necessary permitting to complete work at the Gall residence.   I will update this thread as we navigate the above-mentioned process.  

  Thank you

   

  Business response

  12/19/2023

  I have received testing completion information and applied to Arapahoe ** for a new Contractor's License.   Once application is approved for licensing, our next step is to apply for permitting.   It is expected to take 2-3 days for approval of licensing.    I will follow up with this thread as soon as i am able to apply for permit.  

  Application for licensing is attached to this message.  

  Thank you

  Grayson Goodwill

  Business response

  12/21/2023

  Hello,

  I have checked with the ***************** Department on my licensing application.  As of this evening 12/21/23, the applicaiton is still in the review process.   I am attaching a screen shot of from their website.    I will also send a copy of this message and the screenshot to *************   

  I will check on the status again tomorrow .

  Thank you

  Grayson Goodwill

  Business response

  12/27/2023

  I am writing to follow up on my application for licensing with Arapahoe county.   I am attaching a copy of what is shown on the county portal in regard to my application.   There has been no change in status.  

  Please take in consideration my time spent with multiple checks on status, responding to the customer's claim with the ********************, and keeping in contact with ************ on status.   I do take some responsibility for the delays in this entire process, but it should be shared.   The fact that my application to still read TBD for review and to not even be assigned to a reviewer since we applied, should show what I am encountering on the contractor end of working with Arapahoe County.  I will continue to check status and respond.   I will reach out to the building department for an update if there is no change in our application by this Friday.  

  Business response

  01/02/2024

  Hello,

  I am updating you with progress in response to complaint by ************    I received the proper licensing from Arapahoe County this morning.   I have managed to make it through the not-so-intuitive process throughout today.   I am attaching the Mechanical Licensing with Arapahoe county and Receipt for Permit application.   This application will need to be reviewed by an inspector with the county.   The inspector is aware of our application and some of the past issues we have had.   I will follow up as soon as i hear something back. 

  I will be sending *********** a copy of this response.

   

  Thank you

  Grayson Goodwill

  Business response

  01/04/2024

  Hello,

  Since our last correspondence i have received an email from Arapahoe County and *************   The county requested additional information for permitting request.  I provided that information the same day.  The current status of the request is "Initializing".  I am not sure what that means in this instance.  I will follow up with the building **** tomorrow for clarification.   
  
  **************** email was a reminder that The Cooler Company has attempted to pull new permits in the past and that he was under impression we needed to work under the same permit that had expired.   I did let ************ know the county has informed me that a new permit was necessary in order to continue with the process.   I also mentioned i will do everything in my power to ensure we will complete this project and with the proper credentials provided for by the county.

   

  Thank you

  *******

  Customer response

  01/05/2024

   
  Complaint: 20830988
  
  *******,

  Thank you for your continued work on this, and for sending updates of your progress.
  
  Sincerely,
  
  *********************

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In early September I entered into a contract with The Cooler Company that included them furnishing a canvas cover for the cooler. I had contacted the company several times and was assured the cover would be available at the time of the installation. When the cooler was installed there was no canvas cover. I contacted the company and was assured they would supply a canvas cover. Final the manager stopped accepting my calls and responding to my e-mails. It is time to cover the cooler for the season and I have sent them an e-mail stating I was going to file a complaint. Included is an e-mail from the Office Manager concerning the canvas cover.Hi ****,Here is the official email confirming that we will supply you with a canvas cover rather than a ***** cover and 6 extra clips for the sides of the cooler at the time of installation on Sept 26th. If there is anything else I can help you with please let me know and again thank you for you business. Thank you,*************************** Office Manager The Cooler Company ************* ************

  Business response

  11/04/2022

  Hello,

  We have been in contact with **** and we are going out to his home on Tuesday 11/8/22 to give him his new cover that finally got delivered to us. He has agreed that this will be fine.

  Customer response

  11/04/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had an evaporative cooler installed for more than $6,000 in early May. We chose the company because of promises that they had prompt service and a solid warranty. In June, the cooler started to malfunction and would reset itself without turning back on. I reached out to the company multiple times over email and phone and got no response. I finally left a bad review on ****** in August and someone from the company called me the next morning to set up a time for a technician to come out.Instead of listening to the issue that was going on, the technician read the codes from the evaporative cooler and said that it was a water flow issue despite me saying that the water spigot had not been touched. He left without changing anything. Since then the issue has only gotten worse, and I've taken photos of the issue and the fact that the spigot hasn't been touched for proof (as I did last time). Repeated emails and phone calls have not been returned to this day.

  Business response

  09/26/2022

  Hi,

  We have been in touch with the customer a long while ago and have already took care of the problem and we followed up and everything is good and the cooler is working fine

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The torn my sliding during the installation of my evaporated cooler. Its been over a week and still no one has contacted me back to come and fix it.

  Business response

  08/09/2022

  Hello

  I was informed by the customers sales associate today that she was still waiting for a follow up.  I apologize for that.   I was under the impression the issue had been resolved.    We are very busy this time of year and as much as i would like for every customer to feel they are our only customer; it is not possible.  We service thousands of people in a year and sometimes I make a human mistake. There were several correspondences between our office and the customer before now.   I was informed of the situation and in no way was i avoiding the customer.   It was an oversite on my part. I did reach out earlier this evening to try and make an appointment to go meet with the customer and address the issue.  

  I have spoken with the lead installer on the job and learned that the damaged siding in question is located on the opposite side of the home that was used to access the roof during the cooler installation.  The reason for the side of the home with the damage to not be used is because of limited access due to trees blocking their rout.  It is apparent from the pictures of the damaged siding that there are many, many layers of paint on damaged siding that is not wood.   From the pictures, it looks like there are some areas of rot and water damage.   There are also clips where a cable has been attached to the damaged siding.  The clips are still attached.  There is also still a small piece of a branch in the picture still wrapped around the cable and you can see a sharp bend in the cable that looks like it was pulled with excessive pressure.   I would presume the cable has pulled the damaged siding from the house because of high winds or a tree branch from the trees blocking access to the roof may have fallen or pulled on the cable separating it from the home because of rot.   

  I am happy to meet with the customer asap and discuss her findings.   I am attaching the pictures we were sent from the customer

  Thank you

  Grayson Goodwill

  The Cooler Company

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩