Complaints

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Received quote of ******* to repair my AC unit on 6/26/24. They attempted repair on 6/28/24. Charged ******* total as they added a capacitor not on original quote. Was promised that all looked good and it should cool in about 1/2 hour. That was not the case. Called again 7/1 to let them know it was still 80 in my home. They sent another tech out that stated issue was unit was not cleaned per original quote. Told me all was good. Not the case. 4th rep/tech came out 7/2 and stated It was actually Compressor that was issue and they would not touch that. Before work started I let *********************** know that I was not in position to replace unit (7800.)right now but we agreed this should solve problem at least for now. If I was given correct diagnosis originally I may of held off till I could replace unit. At no point was an actual service mgr here to check my issues and they have only offered to give me an in house credit for a new unit. Was promised a call from ****** a service mgr on 7/3/24 and they did not call. Called *********************** and he last worded me.a ****** in house credit for New Unit. Unacceptable. My system is worse now than when they first touched it. This is not the Sun Kool customer service I had received in the past. Please read reviews before using this company.

  Business response

  07/11/2024

  ********'s ****************** Team will reach out to you directly.

  Customer response

  07/12/2024

   
  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

  04/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Sun Kool (**) installed the **** system when my home was built in early 2020 in a 55+ community. On 4/18/24 I turned on my ac for the first time for the season. Shortly thereafter the display on my Ecobee thermostat went out. I followed the Ecobee troubleshooting and found the fuse blown on the air handler control board. I also found wires loose in the cabinet that should have been constrained if properly installed. One wire had been pinched through the insulation creating an electrical short situation. I also found three wires on or near the exhaust tube. These were signs of a careless installation. I replaced the fuse but it blew again. I then called ** for service as suggested by the troubleshooting guide. The ** tech (****) came out the next day. His troubleshooting lead to a blown contactor on the outdoor unit. It appeared that a dead lizard on the capacitor might have created a short. He replaced the contactor in ten minutes and then told me I needed a "Hard Start Comp Saver". He then installed it in ten minutes. He did not seal the hole that allowed the lizard in until I insisted. ** would be happy to have a repeat failure and profit. The ac still would not work, so he installed a new Ecobee thermostat head. This took ten seconds since he just snapped out the old and snapped on the new. I then handled the wifi and setup of the unit. The ac now worked. He started mentioning the part costs $400 for the Ecobee (Ecobee sells them for $150 and my gas company subsidizes them at a $29 price) and $200+ for the contactor. I told him that those are both under warranty. He said no, but eventually confirmed that with the office. I believe that they would have charged me for the parts and then double dipped with warranty claims to the manufacturers. The tech asked me to sign his tablet without providing a written receipt. He then told me I could take a picture of his tablet after signing. He then left. (See the rest of the story in Word att.)

  Business response

  04/29/2024

  Our ****************** team has contacted the customer to help resolve his concerns.

  Customer response

  04/29/2024

  I received a call from ******** service manager, ***************************.  He couldn't have been nicer or more apologetic.  He agreed with all three of my concerns about excessive charges.  He agreed to refund $435 of the original $635 charged.  While I am highly satisfied with the outcome of my case, I am still very concerned that other customers especially in the numerous 55+ communities in this area remain at risk of being overcharged as I was.

  Thanks for your help in this matter.  I think it was essential to this outcome.

  Sincerely,

  *****************;

  Customer response

  04/29/2024

   
  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

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We need resolution to the issue of floor damage caused by incorrect installation of our air conditioning unit. We purchased a new Carrier A/C unit from Sun Kool in March, 2021. Prior to that date, we were customers of Sun Kool since 2018, and after the new unit installation, we continued to be regular maintenance customers. In July, 2022, our master bedroom and master closet were flooded by water backup from the A/C unit. Subsequently, we worked with Tim (whom I understand is no longer with the company) to get the A/C unit fixed and resolve the damage to our house. We continued to be regular maintenance customers. On June 30, 2023, in the early morning, we discovered water once again had flooded our master bedroom and closet. We immediately contacted Sun Kool, and a technician was sent to the house in the afternoon. His name was Christopher, and he had no idea how to fix the unit. Since it was a Friday afternoon before the long July 4th weekend, there was no one available to help us until Monday. We had to turn off our A/C to prevent more flooding until Don could get to us on July 3rd. On July 16th, we experienced more flooding and Robert Sundberg came oue out and installed an additional float and cleared the pipe. On 7-20-23, our A/C shut down and Travis Schuyler responded. He did a thorough investigation and discovered that when the unit was originally installed, the deck was tilted in stead of being level which had caused the water to drain into our house instead of draining properly. Travis had to pull 7 gallons of water from under the deck below the A/C unit. He subsequently contacted Adam of the retrofit department and on 7-31-2023, the retrofit department came to fix the unit. Zack who directed this process said it should never have been installed the way it was originally. The retrofit people left at 9:30 p.m. on 7-31-2023, and in the early A.M of 8-1-2023, the A/C unit shut off--I called Sun Kool emergency number and requested that an experienced person come to fix our situation. When he came, he discovered that pipe was jammed up with white sticky substance that he assumed was the glue used for the previous installation of the additional float, and he cleaned the pipe. All of this leads to the fact that the flooring in my master bedroom and closet is damaged and warped. When Travis was here, he took pictures and we gave him a copy of the quote for repair. We need immediate resolution from Sun Kool on replacement of our flooring. We have been loyal Sun Kool customers for years and none of this was caused by any negligence on our part.

  Customer response

  08/22/2023

  August 22, 2023
  
  
  Subject: BBB Complaint ******** ******* vs Sun Kool Air Cinditioning
  
  
  After further conversation with Sun Kool management (August 21, 2023), the plaintiff has decided to withdraw complaint ******** pending further agreed to compensatory actions on behalf of Sun Kool.
  
  
  ****** *******

• Initial Complaint

  04/24/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I purchased an extended warranty from this company for 10 years on my a c system in my new home. They were very unprofessional and didn’t listen to me and were deceptive in there sales techniques. They got my address wrong. The amount I paid wrong and the length of the warranty period wrong. They also didn’t tell me the coverage didn’t click in for 90 days. Needless to say I’m extremely upset. They are a deceptive and dishonest company and I paid over 1500 dollars for this extra coverage

  Business response

  04/25/2023

  We reached out to the customer directly as he requested and resolved his concerns.

  Customer response

  04/26/2023

  
  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

  02/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On Monday, Feb 6, 2023 a Sun Kool technician came out to check our A/C system. She indicated that the problem was a bad compressor and had to be replaced. She said they would have to locate a compressor and would contact us when one was found. I was charged a $99 diagnostic fee but was not given a receipt. That evening my girlfriend, ********, was contacted and told that they had found a compressor and a technician would be out the next morning to replace the defective compressor. According to our neighbor's security camera a Sun Kool van showed up in front of our house at 7:11 AM. He takes some things out of the van but sits back in the van. At 7:57AM we received a call from the technician that he was on site. I spoke with him and he indicated that it would take about an hour to do the work. At 9:02AM the technician loads up the van and came up to the house. He told me that the charge was $1,120. I said there must be a mistake and asked to talk to the manager. At 9:09AM I called and spoke to Sean. I explained there must have been a mistake. I was charged $950 for an hour's worth of work. Sean said that their GPS showed 2 and a half hours. So apparently he wasn't aware that the technician sat in the van for almost an hour before doing any work. I also said that I was not given a quote before the work. He said that he would not reduce the price and that my only option was to have the new compressor taken out and the old one put back in. Ultimately I decided to wait and have ******** call the operations manager. At 10:01 ******** spoke with Jeff, the operations manager. She told him that we did NOT receive a quote. He said that he would check the recording and get back to us by Thursday. He did not call us back nor have we been given receipts for the diagnostic or the repair. Again it is our position that we should not have been charged $950 for an hours work.

  Business response

  02/17/2023

  On February 6th the compressor was diagnosed and it was communicated to ****** that while the part was in warranty the labor and materials were not.  Later that day our dispatcher contacted ******** and our records show she was quoted for the compressor replacement but ****** was not in that conversation.  Sun Kool was given the go ahead to replace the compressor and there should have been no surprise as to the amount. 
  

  After picking up the new compressor and making a 2nd trip back to the home, our experienced technician pumped the system down, replaced the TXV valve inside, uninstalled the old compressor, brazed in the new compressor, added 4lbs of refrigerant, started the system back up, and ensured it was working correctly.  ****** called our service manager, Shawn, while our tech was there and was afforded the opportunity to reverse what had been installed.  He chose to move forward with the repair and we left the system running as it should.
  

  The labor price was a competitive price for a licensed and professional HVAC contractor to provide this service.
  

  Business response

  03/16/2023

  The check is in the mail and we discovered the email address on file was different than the one on BBB.  We are sending your receipts to the new email address.

  Customer response

  03/25/2023

  
  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

  08/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  8/17/2022-8pm: I called SunKool to request an expeditious repair and estimate to correct a seized HVAC Fan Motor. Sunkool dispatched Dudley Vaillancourt to my property. Dudley arrived at 10pm and quickly identified the HVAC seized fan motor and was unable to provide a quote for the repair necessary but assured me 'Travis' would be in touch with me early the next day (Travis was not) nor was this company remotely responsive or show any sense of urgency. After 5 outbound phone calls to this company, I spoke to 'Scott' who reassured me 'Travis' would be in touch with me within 30mins (Travis was not). After nearly 4 hours, 7+ phone calls I called another HVAC company who did have the required fan motor in stock and arrived later that day to provide installation at $425. 8/18/2022-A payment is processed at 2am in the amount of $99. At 8pm a payment is processed for $99. I authorized the initial 2am $99 payment for the initial consultation. However, I did not authorize an illegitimate and unaccrued $99 payment at 8pm. 8/19/2022-9am I speak with a customer service rep who explained her account department is busy, I request to be transferred to her manager 'Sean." Mid-Transfer the customer service agent is heard saying "********** this is my third******** call this morning" I reply "....good morning" and the call is quickly muted and transferred once more. Sean who is standing next to this particular customer service agent asked me "what I said to her" to catalyze her foul language (I uttered no foul language). We move on: He provides an inaccurate email for himself and an email address to mail pertinent documents to show evidence of the disputed charge in question. I emailed the company owner 'Frankie' and I emailed 'dispatch@sunkoolac.com' Provided our my banking institution's documents with evidence of the authorized charge and the unauthorized charge. I am requesting only the unauthorized charge to be credited to my account as quickly as possible.

  Business response

  09/12/2022

  Business Response /* (1000, 5, 2022/08/23) */ Sun Kool ordered the replacement motor as we did not have it in our own stock. Travis is our parts manager so he should have communicated this to you and would normally give you an update when we receive an estimated time for delivery. We apologize if your calls were not returned in a timely manner. Only one charge ever showed on our credit card software system but we went ahead and refunded the $99 as you requested. Consumer Response /* (2000, 7, 2022/08/25) */ (The consumer indicated he/she ACCEPTED the response from the business.) Following my initial conversation with Shawn 8/19, Shawn responded to me 8/21 and advised he had not received my email with proof and copy of the dual charge. Once more, I emailed within the body of my message the details and copy from my bank along with the pertinent attachments. Casey ultimately closed this matter quickly, professionally and with great and careful consideration. I received a $99 credit and I look forward to one day working with SunKool again. Thank you for all your help Casey & team.

*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. ↩