5 Comments

1. From start to finish my communication with the technician was great. They answered every phone call and question I had with a promptly response. They offered financing options and worked to find a company that worked with my credit. Once that was taken care of Coolray technicians came to my house two days later to setup my mini split. My mini split was set up in no time and I am pleased with my service. I would recommend this company.

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2. EDIT: I changed my review from 1 star to 4 because the president of the company has been in touch and is taking care of the issue. I sincerely appreciate his responsiveness and hope that he addresses the issue internally with the parties involved onsite. I am not going to give 5 stars because in reality, it has been a pain to have to deal with in the first place. I also posted a picture so you can plainly see the broken flange when I pulled the toilet up.

   This is the WORST! I did not hire them directly. They were the contractor to remove the plumbing in my half bath when I contacted Home Depot to do a floor install.

   After the flooring guys finished (which is a different story), the tech that was supposed to reinstall the toilet told me two things. 1) because the flooring was a higher level, he could not reinstall my pedestal sink. 2) the flooring guys, which has already left, broke the toilet flange, so he could not reinstall the toilet and needed to get a repair flange.

   Ok.. I KNOW that is a less than $10 part, so I say, go ahead. He says I dont have one on the truck so I need to go to Home Depot. 2 hours later, he comes back, spends 10 minutes “installing” and says “sir, we are done”. Tells me a story about normally this is $600 but because of what you have been through, we marked it down to $300!?!? Insane. Just insane! I paid it.

   That was the end of March. Here we are, in August and my new hardwoods feel squishy. Pull up the toilet and guess what!?! They didn’t even fix the flange! OMG! I went to Home Depot, spent $6 on a repair flange and fixed it.

   Do not do business with these people!!!

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3. Top notch customer service when I needed seasonal HVAC maintenance. Gerald was an extremely knowledgeable technician who really took the time to listen to my concerns and answer my questions. He worked quickly and efficiently and made me really glad I scheduled the service call. His professionalism and kind demeanor really impressed me. We will be moving so I did not get the service plan. I will definitely be getting it once we move into our new home. When the need arises for plumbing and electrical services, I will be calling Sam at the Cool Ray office! 😀

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4. Customer service gets 5 stars- every issue I reported in our first 2 days after install has been addressed. Will be calling again Monday. The rep who sold us the equipment gets 4 stars- it took almost a week of back and forth to get a pkg deal we could live with. The install team gets 3 stars- they arrived on time, they worked efficiently but unfortunately they did not do a great job setting up equipment. Our upstairs system never shut off in the first 36 hrs and did not seem to be cooling as it should (dwnstairs unit was welcome relief) and we had to call for service on the brand new system. Service tech arrived and found the install crew had “tripped” a circuit in the furnace while testing the heat and there was a fault code that had to be cleared that was keeping the unit from functioning properly. That night we slept cool and comfy. Alas, it did not last. The system is back to not cooling effectively and running 24/7. Need another tech visit. Additionally, they had to cut a “fresh air” hole in our ceiling due to attic foam insulation but they cut it smaller than the register and it looks “poorly done”; the 3 ton outside ac unit is hanging off the pad- they should have centered it; the “Carrier” insignia is missing on one unit and broken on the other and in many connecting spots the units are improperly sealed and losing airti surrounding dead space. While the lure of a lifetime parts and labor warranty and the 5yr financing at 0% was the sway factor for choosing CoolRay, it has produced a week long headache. Going forward I will be quick to call in every issue til the install is corrected.

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5. They came out the same day I called and got it going quickly. The price was not crazy outrageous either. Granted I take advantage of there yearly maintenance plan that discounts but it paid for itself using it just once. I can’t say enough good things about this company. There employees seem to be very knowledgeable and super polite and willing to explain why they are doing what they do.

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