Coolray & Mr. Plumber's dashboard

We have researched the call and unfortunately found that the Service Technician in this scenario DID NOT perform his responsibilities as trained and for that we do apologize. The Technician has informed us that he made several recommendations verbally; unfortunately none of these were written down on his invoice. He stated he recommended a leak search, equipment upgrade due to age and condition as well as a CCA (Maintenance Agreement). Unfortunately he did not write down the Model and Serial numbers of the unit; therefore we are unable to determine how much Freon should theoretically be in the system.

Upon researching this call we did find that Coolray was out at this location 3/28/07 and 5/29/07 and made written recommendations at that time to replace the equipment. In March of 2007 we had to replace a condenser fan motor and upon acceptance we did so. In May of the same year we had to add 3 pounds of Freon upon acceptance we did so. During this Service Call we made strong written recommendations once again to replace the equipment especially once there was a leak confirmed at the service valve.

What Coolray would love to do at this point is have a Supervisor come out at no charge and perform a leak test for free. At that time the Supervisor will be able to contact our service manager and report back his findings as well the system size for determination of Freon capacity. We would also like to add that the technician mentioned in the complaint has been taken care of. We would like to reiterate that Coolray values deeply it's good reputation and will take any step needed to keep it.

Thank you for your feedback, I am glad the thermostats are working well for you!

Our concern is more focused on the time spent and were there any recommendations made versus putting so much refrigerant into the system. Obviously I would be concerned there is a leak and adding 8 pounds of freon would be a temporary fix at best unfortunately. I say this simply based on experience from issues like this in the past. I assure you we will get to the bottom of the entire situation and come to a proper resolution that will of course satisfy the both of us now as well in the future. We take great pride in our reputation and would want nothing to tarnish that. Thank you for your comments and please allow us the opportunity to provide you with the excellent service so many of our customers have enjoyed.

Thank you.

Awesome to hear, Ken! Thanks for sharing this with us and I will make sure Aaron is recognized for his job well done!

Thank you for your feedback! It is always a joy to here about the positive outcomes of our work. Keep us in mind in the future if you need anything else. Enjoy your summer!

Chris, first off, thank you for choosing Coolray | Mr. Plumber, we are glad to be working with you. I have looked into your account and a letter will be sent today. I will also request that Mr. Wilson, from Air Quality Services (AQS) call you as soon as possible to review your situation. Please let me know if there is anything else I, or Air Quality Services (AQS) can do to help you.

We are glad to have helped and we appreciate your praise comments! Thanks for being such a great customer!

Thanks for the kind words. We pride ourselves on taking excellent care of our customers.