SCOTT HERRINGTON

Cool Today is a predatory business that doesn't actually seem to care about their customers, or is ill equipped to offer simple customer resolution. In short, about a year ago, they installed an electric tankless hot water heater for my mother. I believed that annual service was a wise choice for this unit. So I scheduled this for about a month ago - mind you, I indicated they were the installer. Service was scheduled. No one asked me how old the unit was and no one said that typically for tankless units connected to a water softener, service is not needed for a few years if there are no operational issues. This would have been a great time to have that conversation. The tech showed up as scheduled - proceeded to tell my mom "he didn't know why he was there" and then indicated that service was not really needed for 2 or 3 years on a unit like this - especially if being fed from a water softener. Great! What's not great - BOOM! We will now be charging you for "dispatch" at $89... And... (Service tech proceeds) I will now attempt to sell you a bunch of needless services that you didn't ask for and while I exploit that I am in your home. This is the MO of a service tech who is one-on-one in my mom's house, overstaying the welcome. Guess what we weren't told when I booked the service? That if you declined to proceed with service, you would be charged $89 for a "dispatch fee". I called and attempted to speak to a service manager, who is completely shielded by the low-level employees who just answer the phones. What is bizarre is that when I was on one of these phone calls and asked to speak to a service manager, I was immediately told "no one is available"... To which I responded, how would you know that without even asking? And I was told "because they are all in the field". One person in customer service offered that the dispatch fee would be subtracted from a future service call. Unfortunately, when I called back there was no record of this conversation even though you are advised that calls are being recorded? Four phone calls later, I finally had someone call me back from the "quality assurance team" - Donna. So I proceed to tell the story all over again and infuriated at this point for the amount of time that I've spent trying to chase after $89 - let's just say it's cost me a lot more than $89 to chase after it, but it's the principal of the matter. Finally, I feel like there's progress because Donna indicates that they will refund the dispatch fee, this is not how Cool Today does business. Cool Today - actually Terrible Today, Terrible Yesterday and probably Terrible Tomorrow. Your Money Today, flushed down the toilet. A snappier tagline! Do yourself a favor. Don't make the same mistake I did and hire a more local, smaller HVAC company to take care of your mechanical needs.

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