Adam Clark

First off, our tech Angel was FANTASTIC on both visits. This rating does not reflect his work, but the dispatch and customer service teams really failed during our last interaction with this company. Our AC failed on Monday and Angel was out on Tuesday to assess the issue and told us they needed to order a part and it would be 3 days - no big deal. I got a call from dispatch on Thursday to let me know the part was in and Angel would be out on Friday between 12-4 - we were going to be his second call of the day. Friday comes and it’s 3:30p with no word of an update so I call customer service to get an ETA and I’m told the tech is finishing up his current call and I’ll get a call from him in 10-15 minutes with and ETA. 5:45p I call again and explain that I’m looking for an update and customer service just told me they would have someone call me back. A dispatcher calls 20ish minutes later and says to the new time frame is 8-11pm. I express my frustration that we were told 12-4 and heard nothing from anyone and that this lack of communication was unacceptable. Dispatcher claims that they were going push us ahead, but Angel didn’t arrive until 8pm. Again, Angel was AWESOME. The lack of proactive communication was a major black eye that Cool Today could have avoided.

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