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          Business Profile

          Air Conditioning Parts

          Doctor Cool

          This business is NOT BBB Accredited.

          Find BBB Accredited Businesses in Air Conditioning Parts.

          Complaints

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          File a Complaint

          Complaint Details

          Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

          Showing all complaints

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          Complaint Status
          Complaint Type

          • Initial Complaint

            08/14/2023

            Complaint Type:
            Service or Repair Issues
            Status:
            Unanswered
            Doctor Cool was dispatched to my home on August 2, 2023 by American Hone Shield to repair an A/C unit which was not functioning. The service person ****** determined the blower fan was not operating. The inspection report stated Downstairs living room unit has missing wires to safety switch causing blower motor to overheat and fail Needs 1/2 HP 115V ************ This statement was all AHS needed to deny my claim. I requested a second opinion from AHS the second service person stated that this unit has no safety switch and there were no disconnect wires of any kind., the blower fan failed from normal wear and tear. AHS approve the claim and the blower fan was replaced. When I contacte Dr **** to discuss the issue I was insulted by the person who answered the phone and told I was not their customer to contact AHS. I believe they purposely submit untruthful reports to AHS specifically to avoid exceeding their month allocated budget from AHS

            Business response

            08/14/2023

            Hello,

            We went out to the property on August 2nd found the Downstairs unit had missing wires to safety switch (Picture are included) which damaged the blower motor. The safety switch is supposed to shut the unit off when unit over heats itself, with the safety switch wires missing the unit stays running when over heated and caused the blower motor to short out. Unfortunately we do not have any control weather AHS approves or denies claims. We would rather have AHS approve the claim so we may be the provider to complete the repairs. 

            Customer response

            08/14/2023

             
            Complaint: 20460818

            I am rejecting this response because:
            I requested a second opinion from AHS the second repair person from AHS confirmed this unit has no safety switch so no missing wires. The blower fan failed because of normal wear as the unit is over 30 years old. When I contacted Doctor Cool requesting copies of the pictures showing the missing or disconnected wires I was told they no long had pictures. So with regard to the picture they sent I have a few questions. One is this a picture of my unit. Two what does the picture show. Third did they lie to me about not having pictures or are they lying now about this being a picture of my unit. 
            Sincerely,

            ***********************

            Business response

            08/15/2023

            These are pictures from your unit which AHS has in your file allowing us to attach them to your message. Of course AHS is able to provide a second opinion and if their diagnosis is different they would be able to complete ************. As we mention the unit is not safe for our company to work on due to the missing wire at your safety switch (Picture were attach to show). 

            Business response

            08/15/2023

            These are pictures from your unit which AHS has in your file allowing us to attach them to your message. Of course AHS is able to provide a second opinion and if their diagnosis is different they would be able to complete ************. As we mention the unit is not safe for our company to work on due to the missing wire at your safety switch (Picture were attach to show). 

            Customer response

            08/15/2023

             
            Complaint: 20460818

            I am rejecting this response because:
            This company continues to misrepresent the facts, two different separate AC Companies have stated that the blower fan failed because of wear due to age and the unit was not built with any safety switch to control the blower.  This compay will continu to provide subpar and erroneous diagnosis of issue related to work assign by AHS.  I will not waste another second dealing with your company, I can only hope that anyone who request service from AHS and is assign this company has read this complaint and request assignment of a different company.
            Sincerely,

            ***********************

          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. ↩

          BBB Rating & Accreditation

          NR

          This business is not BBB Accredited

          Search for Accredited
          Businesses in this category

          Years in Business: 23

          Customer Reviews are not used in the calculation of BBB Rating

          Reasons for BBB Rating

          Contact Information

          923 S Decatur Blvd

          Las Vegas, NV 89107-3918

          Get Directions
          (702) 873-1800

          Customer Complaints Summary

          1 total complaints in the last 3 years.

          0 complaints closed in the last 12 months.

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