Carolina Cool LLC

The tech was polite and informative. He resolved the issue and I was very grateful.

Very good. They explained the problem and then took care of it.

It was part of the contract. We've had them for at least 12-13 years. They're always here on time. Even if we have an emergency they are prompt to get here.

They were responsive, prompt, and professional. They didn't try to get me to replace the whole system and only fixed the problem at hand. I would recommend them!!

We feel like they do a good job. We pay by the year. The maintenance program was the primary draw for us. They are through. There is quick response if you need something or have a question.

Great, found leak in heat pump refrigerant line

Great. The Technician was informative, professional and efficient. I also purchased a service contract which I believe will be helpful to prevent any major plumbing problems. I was completely satisfied with the whole experience.

Prompt, courteous, reasonable service. Will be my first call for any future problems.

Totally impressed with this company. Bought a total of 3 service maintenance contracts based on their excellent service. Technicians are very knowledgeable and don't try to oversell products.

They arrived quickly, within an hour, and repaired the sink handle.

All aspects of service were excellent from sales to installation and 6 month service checkups.

Met all my expectations. Less expensive than where we lived previously for annual contract which includes two visits per year.

Excellent service and handling of the job. We use Carolina Cool for all our plumbing, electrical and HVAC needs.

Excellent! Very professional, I was very impressed with how the work was done. The quality, cleanliness, showed up on time. It was probably the best experience I've ever had with a contractor and would definitely recommend them and use their services again.

The entire process went very well and we are very satisfied with the work that was accomplished. Workers were very friendly and offered to answer any questions we might have.

I called in the early afternoon and left a message about getting my 50 gallon water heater replaced. I received a phone call around 4:30pm and was told they could have a technician at my home within a couple hours! I was not expecting to be able to get a replacement installed so quickly. I was very pleased. The technician, John, was very professional and cleaned everything up so the corner of the garage looked as good as new. He also was very good about showing me how to adjust the two temperature controls on the water heater.

Leroy arrived on time, we got a call from the office when he was on the way, very helpful. He covered his shoes as not to bring any dirt in the house and got straight to work. The change out was made, the arm of the pop-up assembly, he cleaned up and was on his way.

It went great, even though he could not do the work he helped show me the problems with the house, went the extra distance and took a picture of problems and explained them to me. He then told me companies that I could contact. He was very nice and very helpful.

Their service and everything about them is impeccable. It was excellent. First they serviced the unit, but because it was 11 or 12 years old I inquired about a new unit so they sent a salesman out. He came out and gave me a price. Then they came back and installed it. I thought the price and work were both good. They did not mess up my unit. I just put new carpet down and I was concerned about them making a mess taking the unit inside upstairs, but they put little footies on. They were excellent. There was nothing I did not like about them. Their price and service was good. Their response time was good and the quality of work was excellent.

After several problems with the advanced electronics (as late as January-February 2014, during an ice storm) the system appeared to work well; the semi-annual/spring service was May 2014. On February 16, 2015, since no one had telephoned or written me to schedule a winter service I wrote the company about the status of the bi-annual inspections for my hvac. Two weeks later, on March 2nd, I received a telephone call from a man identifying himself as the General Manager. We spoke of my concerns and he said that he would have all the information we had discussed mailed out to me right away. Two weeks later, on March 16th, having no word from Carolina Cool, I had another local firm do a service inspection on the unit. Wanting to see what had been done by Carolina Cool and what I was now getting from the new company I was with the technician during his entire inspection. He discovered two issues - which were corrected on the spot: one was that the electronics unit for the compressor had never been fully inserted into the compressor casing; the other was that one whole side of coils had never been cleaned. Today, March 19th, I received a ?Complimentary Maintenance Contract from March 2015 through March 2016? in the mail ? nothing else! I do not consider this to be responsive. Nor am I inclined to continue doing business with a firm which has demonstrated such little regard for customer service or communications. Further, the poor installation and servicing of the equipment has led me to post my comments on Angie?s List to give a fair assessment of how Carolina Cool now is operating. ---------------------------------------------13 April 2015---------------------------------------------------------------------------------- This is an update to my initial ?F? rating of Carolina Cool. On March 23, 2015, I received a telephone call from Kyle, their General Manager, who very professionally explained steps being taken to correct the issues which my feedback identified. These included training for office staff and technicians and a greater emphasis on customer service. In addition he again offered me a year?s (two) free service inspections (the first offer was in writing, which I declined in writing on March 19). I declined the inspections again but was impressed with what he had to say about past problems and ongoing/future plans to correct problems and his desire to make amends; so much so that I agreed to review and revise my rating. Two weeks later (March 6) I received another telephone call from Carolina Cool to schedule my service call/inspection. I returned the call and explained that no service was required as I had another company doing the work. Again, very professionally the person noted that it seemed I was being given a year?s free service, so I explained that I had refused the free service calls. Again, the person handled my response very professionally. Today, April 13, I received a second telephone call from Kyle, inquiring about when I might be doing my revision of their rating on Angie?s List. Though he remained professional I was annoyed and suspect that he was/is being pressured by the owner(s) to get the ?F? removed. I told him I would get to as my time permitted and the call was ended in 79 seconds. These are my comments about Carolina Cool: 1. The three telephone calls to me the past 22 days exceed the number of telephone calls to me as a paying customer without an hvac problem in 2014 by ?3.? 2. Both Kyle and the office person to whom I have spoken could be role models for professional customer service. 3. But the purpose of their calls ? the ?F? rating on Angie?s List and to schedule a service already declined TWICE (once in writing) ? points to a systemic problem in internal communications and coordination within Carolina Cool and my continued sense that customers remain anonymous to their company. 4. While I have no personal animosity toward the owner(s), who apparently have become very successful over the years but somewhere lost their quality control, I would suggest more emphasis on people skills and customer service and less concern about damage control. 5. While I will raise the overall rating to ?C? it is only on the basis of the professionalism of the two persons to whom I have spoken and the time and sincerity Kyle spent speaking with me about planned improvements (some already implemented, obviously). 6. However, I will not being returning to Carolina Cool as my new hvac service company is a local, family-owned business that prides itself on being responsive, customer-service oriented, big enough when I need them and small enough to care about me.

Cody came out and was a very pleasant young man. He was on time and it didn't cost me anymore than what was quoted. They showed up on time. He called a half before he got here. I would definitely recommend them. He did a good job and got it done in a timely manner.

I called at 4 pm and they were out the next day. Very punctual. Steve Simpson measured the tank and ordered a taller one that would give us more room in the laundry room. Only took him 2 1/2 hours to complete the job. The price was very reasonable. Cleaned up everything. Put shoe protectors on his shoes to protect my floors.

It went well. We have a contract with them. They keep track of when service is due. I would reccomend them for AC/heat installation.

Technician arrived. Explained what he was going to do. Went about his business. Gave us a report on how our system was working. He was very pleasant.

Everything went very well. The technician arrived on time and he was thorough and efficient. Since we just moved into the home from up north, he took the time to explain how the system works.We were extremely impressed with how everything was handled.