Reviews

To Whom It May Concern: 

Thank you for the opportunity to service the appliances at your mother's home.  She is a sweet human being.  Our technicians have actually mentioned how nice she is when they have been out for service.  Your accusations and slanderous comments are filled with terms that are hurtful and carry a lot of weight when announcing an "injustice" to humanity to the public.  The Cooler Company has been in business since the early to mid 90s and serviced thousands of customers of all ages.   In the 30 years that we have service the Denver metro area, this is the first complaint of disrespect of any demographic, especially that of the elderly.  One may find it odd that your mother was singled out for us to establish policies of disrespect and bigotry.  When our technicians went to winterize your mother's cooler, everything went smoothly.  Soon after the service, your mother called in and said her thermostat was missing and she could not control her furnace.  Our technician went back out and your mother didnt remember calling or why the tech was there.    It was determined that she was confused with her cooler remote and it was then established that she was in the beginning stages of dementia.  At this point, our technician called me, the gm and asked if since the call back was not related to the initial service, can he service her furnace while he was there in order to offset the service fee for the return trip.  This meant, give her a furnace maintenance for the discounted cost of the service fee.  I was happy to oblige.  This is a service we offer when there is a misunderstanding by the customer to help.  While our technician was there, your mother mentioned she had a 10:00-12:00 appointment for a sprinkler company to come out and winterize her sprinkler system.   It was after 12:00 at this point, our tech offered to and did call the sprinkler company to see where their tech was.  The sprinkler service reported back that their tech had already been out and your mother paid for the service with a check.   She had no recollection of the interaction at all.  There was never any disrespect to your mother.  I would put the two gentlemen that were there for service up against anyone for their integrity and respect towards others.   You will not find nicer or more polite individuals.   After i learned you had canceled the payment written for the initial service performed, I personally called you and explained the situation.   I directly expressed that my concerns with your mother's memory and ability to interact with contractors coming in her home.   I used the term CONCERNED.  I mentioned she needed assistance in order to protect her from someone possibly taking advantage of her.   Your response was that you did not have time because of your work and that she was fine because you had cameras.   You also said you handled her financial affairs.   I immediately expressed that as honorable as taking care of her finances was, I had to protect our company with consideration of the risks associated with your mother's mental health.  At this point in our conversation your tone changed, and you expressed your irritation with my statement.   

Sir, your mother's condition hits close to home with me.  I recently experienced the awful progression of what dementia does with my own mother.  It ended with her passing in 2019.  It hurts like nothing I have ever endured.  I do not wish this on anyone.   Your accusations, assumptions, and lies are infuriating.  All that was asked of you is that you or someone be present when we were out for service. You live in the same town for ******** sake!!  You don't have time!  CAMERAS!!  This is unbelievable.   If you would like to come by our shop, I will happily give you praise and maybe even a medal for you giving up your precious time to handle your mother's finances from a far. God forbid there is ever a login issue with your credentials.   You are a SAINT.  (insert a clapping emoji) Give yourself a *** on the back.  I pride myself on professionalism and attention to customer service.  Because of your statements and actions, you do not deserve, even the consideration of a diplomatic response.  I have allowed my frustrations and emotions to take over, overshadowing professionalism and any desire to pretend you, the customer is always right, and you deserve an apology.   You can take your 1 star and your lies as far as you feel necessary.   The energy you give is directly related to what you will receive.  I pray for your mother and hope she remains at peace throughout her time with us.   

Grayson Goodwill

To whom it may concern, 

***** is an absolute professional and knows more about evaporative coolers than most that call themselves qualified to service evaporative coolers.   If ***** says you needed a new cooler, it was likely because of repairs necessary cost more than the value of the cooler because of age and condition.  Someone with less experience may not understand the value in knowing when it is a poor decision to investing will little possibility of return.    I wholeheartedly support ******* findings and recommendations.  I am not aware of Home Smart or their services.   I do know The Cooler Company has been servicing evaporative coolers for almost 30 yrs in the ****** metro w/ an A+ rating from the BBB.  I hope your cooler is problem free for many more years.  If it isn't, please give us a shout.   I will personally come out and assess.  

Thank you and have a happy holiday

Grayson Goodwill

The Cooler Company