Joe Cool AC & Heating of the Suncoast Inc

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See above.

On Tuesday morning, May 15, I called the contractor to find out the status of our service request. After being placed on hold for more than 10 minutes, the secretary returned to say that our paperwork could not be found. They would look for it and call me back, which they never did. I called back at approximately 3 p.m. and was told the paperwork had been located and would be submitted that day for the authorization. After not hearing from the company, I called on Thursday, May 17, and was once again placed on hold. The secretary returned to say that our paperwork could not be located AGAIN but she would find it and call back within 15 minutes. After 3 hours and no call, I called back and was placed on hold for an extended period. I decided that I would no longer deal with these people and would only communicate with my warranty company. So I called the customer service line, and explained the situation to the agent. She said she would put in an urgent request for an update, as they had not heard from them either. On Friday morning, May 18, I called the customer service line again, reaching a different agent this time. After explaining the situation, she called the contractor directly. She came back on the line to tell me that she was also placed on hold and would contact me once she had some information. Within the hour, she called to say that she also was told our paperwork was misplaced. She said she gave them 2 hours to locate it and would continue to follow up. A short time later, she called to say the contractor had located the paperwork and would be calling in the authorization. I called the warranty company Monday morning, May 21, to find out our status and was told the contractor's request was denied. We would have to pay for the diagnostic work they were asking to do, and in order to qualify for any warranty coverage, we would have to follow through with this contractor. So I waited for them to get in touch with us about the next step. Flash forward to Thursday, May 31, and still no contact from the contractor. I called the warranty company and explained I hadn't heard from JOE COOL since the authorization request was denied and wanted to know what to do. She then proceeded to tell me that they couldn't do anything "because of the boxes and other materials in the attic preventing access to the a/c unit," according to the authorization request they had submitted. I was completely dumbfounded, and let her know that the access problem had nothing to do with boxes, as we have no boxes in the attic, and anyway, the unit was in the garage and the technician never even went near the attic! She called the contractor, who insisted this was the problem, and I reiterated that what they told her was untrue.Thankfully, our service request is finally being reassigned to another contractor. I would recommend never, ever, EVER dealing with these people, unless you want to end up bald. I was truly ready to pull my hair out. They do not follow through, they lose your paperwork, and then they LIE about it. The complete lack of customer service is appalling. JOE COOL is definitely NOT cool.

They told us the compressioner blew up. On Monday he said he ordered a new compressor and it woud take three days. On Tuesday we called and we were told that the warranty company did not approve the work. When we contacted the warranty company, they said that they hadn't heard from Joe Cool. Essentially, Joe Cool lied to us. My husband had to search for the part we needed to fix the A/C for Joe Cool. Joe Cool said that they would pick up the part on Thursday and they said still haven't picked it up. He called the company we ordered the part from and they said that they had mailed the part to Joe Cool and they called them to tell them it was there. Joe Cool lied to us again. Essentially this has been a very bad experience.

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The men who come out are very efficient and polite. They even put booties on when they come in! They are very professional and I like them.

as above

Terrible.

Service tech found no issues with my A/C unit but did report that the drain pipe needed to be re-directed due to draining issues into the wall. Will schedule the work with this company in near future.

They did good work and were on time. They did exactly what they said they would do at the price they said they would do. Everything has been working really well.

We do business with them every year. We have a service contract with them because they replaced our unit. They come twice a year to make sure it is operating properly and they clean the vents. The price takes care of just about everything. They check everything and do whatever is needed. They have actually replaced two units for us. We had one of the old air conditioners that was actually on the side of the building and it caught fire. It was the week of Christmas that year. The owner came out personally because his guys were afraid that it was going to short out. He was able to do some patchwork to get us through Christmas. He said that he would come out Christmas Eve or even Christmas if there was an issue. After the first of the year he said he would replace it and he was good to his word.. We negotiated and got a new system. They maintained that one for ten years and then we decided we needed a bigger unit. They gave us a more energy efficient one. We had put in a UV light on the old system to help keep down the bacteria. They said there was nothing wrong with the old unit and so they installed it in my new unit. I didn't have to buy a new one. They come when they say they will and their prices are good. Their guys are fantastic and he doesn't use subcontractors.

Had to wait for several days for part. Did not do the job properly. Was just in a rush to leave. Will be buying a new unit soon, definitely not from Joe Cool.

I had used Joe Cool about 12 years ago when my system went out a couple of days before Christmas. Joe, the owen came out at night because it was cold out and we had no heat. I had just bought the house and know we were going to need to replace the air/heating unit...just not that soon. Joe, kept the system working and said to call anytime over the holiday if the heat went out again and we work something out after the first of the year. Well we did. That is the unit that was just replaced. At the time I could not afford to go with a larger unit because I also need duck work done. What was in this house was no long in code. So, this time I called Joe on Sunday and left a message that I needed a service call. His office called me at 7:30 the next morning and said someone would be out before noon. I already know that this system needed to be replaced but I though maybe I could get by. Well, Henry came out and basically said that it could be fixed for around $200 but this type of system uses freon which they are not allowed to use. So he did not know how much longer the system would keep running once the new part was put in or how long parts would still be available. I told him that I had been out of work for almost 16 month and had just returned to work, so I would have to get money from my retirement plan which would take a couple of days. He called Joe and the very next day the started to replace the air/heating unit and said I could pay him at the end of the week when my money came in. Once they started they decided that the venting should be a couple of inches larger so they changed everything they needed to without charging me a penney more! The even reinstalled the UV light to keep mold out that was in good condition as well as the surge protector I had previously installed.They did a great job, were clean and friendly. Joe even stopped by to check in on the job. I would recommend Joe Cool to anyone and I have...

They were professional, responsive and came when they said they would come. Their pricing was reasonable. The quality of their work was very good and I was satisfied with their service.

I called at 8:25 AM on a Monday morning and a service man was at my door at 9:00 AM the same day! The service man was not only friendly, he worked fast and was clean. My A/C was back up and running in less than 1 hour. I do have a service contract with this company, because they did install my system several years ago. My only cost was for a switch that needed to be replaced.

The call center for Joe Cool was rude and inflexible, I had a specific 2hour time window for 3 days after I placed the call, it was absolutely impossible for me to be available at this time due to my work schedule and they made it very difficult to obtain an alternate appointment. They found the air compressor to be leaking and left to call it in to my home warranty service. However, the did not call it in to the company when I called to check. This was done on a Friday, thus they planned on leaving me without air conditioning in July for the weekend. I got suspicious and checked Angie's list and found Joe Cool not well regarded. I called another company as a new customer and they were at my house within 2 hours and, repaired the unit with supplies in their truck and I had a cool house within 3 hours of my initial call.

Wednesday, they diagnosed failed fan in air handler, recommended replacing whole air handler, said they'd be back Friday to do it. 45 minutes after scheduled start time Friday morning they called to say they couldn't come due to rain (???), rescheduled to following Monday. When they didn't show Monday morning, called several times (with no callback) and finally found out they were "on their way". Several hours later (noon) they arrived and did the work. Finished a few hours earlier than they estimated. UPDATE - September 2010: The coil in the attic rusted out and started leaking coolant, preventing the AC from cooling the house. The warranty on labor had expired (just one year), but the coil itself was under manufacturer warranty. They quoted me $800 in labor costs at a supposedly cut-rate to replace it, which irked me to no end. It had only been put in a few years earlier, by them, but now it's rusted out and they want $800 to fit it? Nope. I went with Lloyd's Heating & Cooling who did it for half that price (see my review), and I'll keep using Lloyd's in the future. I just wish I'd gone with them in the first place.

The $55 cost above is our home warranty deductible. I don't know what the actual bill for our services was, as that was sent to the warranty company. I was not happy to be without A/C for over a week due to their slow response time and their lazy attitude toward diagnosing the problem the first time. We chose a different company to replace our system. Caldeco did a great job, and I highly recommend them. Caldeco's price was a bit higher than Joe Cool's estimate, but we got Carrier high efficiency equipment, not no-name brand with yesterday's technology. It was well worth it! I suspect that the poor service may be related to the fact we are home warranty customers. Maybe our warranty company doesn't pay very well. I don't know, that is between Joe Cool and the warranty company. That is no excuse for poor service.

BRIAN WAS GREAT TO DEAL WITH. HIS RESPONSE TIME TO OUR FIRST CALL FOR A QUOTE WAS THE NEXT DAY. THE ENTIRE PROCESS FROM QUOTE TO COMPLETED JOB ONLY TOOK 3 DAYS, WHICH WAS GREAT SINCE IT WAS THE END OF HOT JULY.

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STAFF WAS VERY PROMPT AND COURTEOUS. THE TECHNICIAN WAS HONEST AND KNOWLEDGEABLE.

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