James Pelekai

I wanted to share my experience as a customer with your company and give you some insight into what is going on in your day-to-day operation. I purchased my home in Feb 2021 and the previous owner purchased a new AC unit with Easy AC (now Cool Today) on 9/29/2019. She mentioned that she had a plan with Cool Today where the AC was serviced every 6 months and I decided to continue this service plan and still have this plan active today. I kept up with maintenance every 6 months. Every technician is different, and they all try to sell you things. I have 3 major concerns. 1.) The original installers didn't install the unit level and didn't remove the bypass duct work. It took almost 5 years for someone to discover this despite someone coming out every 6 months and sometimes coming out multiple times. This also led to operational costs for your company because the root cause was not resolved until now, technicians only provided band-aid fixes 2.) The evaporator coils were dirty from insulation and excessive moisture. This led to needing to replace the coil and was also caused by the install team. 3) Many times, technicians didn't follow through or didn't arrive during the promised timeframe causing me to have to rearrange my work schedule or must take the effort to call back. The Quality Assurance Technician indicated that the issues with the original install led to the insulation getting into the coils. The team that releveled the unit indicated that the excess moisture was also caused by the install team not removing the flex bypass duct for an old zoning unit. I ended paying $2400 for issues that were because of the negligence and shortcuts by your install team and I should be reimbursed for this. As they pulled out duct work that was wet, I am concerned with what my family has been breathing in over the past 3 years. Also, my ac is running better now and has more power and over the years my electric bills have been higher because the unit had to run harder. I have been trying to get someone in Management to call me about this and I was talking to someone back in September 2024 who said someone would call me. I followed up with him in November and earlier this month and he has completely ghosted me. I don't remember his name, but his number ends in 7876. I am very disappointed and will likely not renew my contract in April.

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