Cool Care Heating & Air

The technician Mark was very knowledgeable, efficient, and professional. He took time to talk me through what the issue was, and what future maintenance might be needed to keep my AC unit working. Service: Repair HVAC

I used this business is the worst you can have to take care you AC need. All they care is about the money. I'm regretting have used them since the first time. Keep away from this business. They are very expensive and no professional at all.

Cool Care is hands down the best around! We have used them for years and wouldn't trust anyone else. We have had all kinds of things done from a new unit to moving vents when we remodeled and everything in between. Their customer service is top notch and everyone is so kind and respectful. You can really tell that they value each and every customer. I Highly recommend them to anyone.

Poor Customer Service cost me $450 plus no A/C for 3 days with 2 days around 100 degrees. A storm knocked out my power for 4 hours but when the power came on my thermostat would not reset. I called Friday morning (6/17) about 8 am and was told that they would not be able to come out and look at the system until Sunday afternoon (6/19) seeing that the forecast for Friday and Saturday was 100 degrees, I asked if someone could call me and walk me thru items I could check.

I called back later that Friday afternoon too verify I was still on the schedule for Sunday since I didn't get a call back. When I called back and told them I had run through the process to reset the system and the smart thermostat still didn't come online, I said I was thinking of getting a new thermostat to see if that would resolve the problem, I was advised on the call not to get a new thermostat and that it was probably and issue with HVAC unit and wait for the technician on Sunday.

With no A/C and the heat (over 90 in the house) was causing stress for my dog. I purchased a room a/c ($300) to provide relief for my dog. The technician (Matt) arrived Sunday afternoon ahead of the schedule time, checked out the system and told me it was the thermostat and the service call was $150. For him to install a new thermostat similar to what I had (Cool Care originally installed with my HVAC) was quoted add'l $559 (thermostat and labor).

My issue was had I bought and installed the thermostat on my own on Friday (which I did on Sunday after the visit from Cool Care) I would have it had to pay for a room A/C and service visit. I will note the original thermostat and the thermostat the technician had on his truck were not current models (discontinued?). I want to be known that everyone that I have ever interacted with at Cool Care has been polite (never rude) but it's the poor execution of customer service that makes me not want to do business with them. Note: the products they sell and install work great, it's the service afterwards, I question.

Clayton Curtin is an excellent technician. Professional, Communicative, on time (early, in fact, which was fantastic), and he fixed my system quickly. Thanks for the great service, Clayton. It's nice to have my A/C back! Edit to add: 6/2/22 Mark McKellar came out to solve another issue-he was extremely thorough and informative about what was going on with my system.

After diagnosing and fixing the problem, he gave me the full run-down, pictures included, on what was happening with my AC, which was greatly appreciated. Thanks Mark! Superb service!

Critical: Quality Asked the technician to repair the leak on my unit. Instead he filled the unit with Freon without repairing the leak cost me over $700. Now it hasn't been 90 days and I'm spending more money due to an incompetent technician. Service: HVAC system maintenance

We had our HVAC system repaired when the AC stopped working. They had a waitlist but were very responsive to the fact that we had an infant and squeezed us in the same day. Our technician, Will, was great! He kept us informed of his ETA throughout the waitlist process, was very thorough, and was finished in a timely manner. Highly recommend Cool Care & Will!

We called them in for estimates after many years with another service provider. They were knowledgeable and directly answered our questions. Their estimates for reducing and annual service were good and they now have the jobs. May go to five stars after the work is completed.

The technician, Clayton Curtin, called to say he could come early which was more convenient for us. He was professional and personable, changed batteries and filters, checked and serviced the unit. Gives us peace of mind to have the system checked every year. Service: A/C system maintenance

We just purchased our home and the HVAC came with a warranty from Cool Care. As temps cooled, we noticed the heat wasn't working and called for service. The first tech said it was a bad valve and the part would take a week to arrive. He also said labor wasn't under warranty, so we would have to pay half before they could repair. I paid half and waited for the part to come in.

Two weeks later, the part is being replaced and the tech says they were sent a bad valve and he would need to order yet another. Cumulatively, they spent eight hours trying to get it to work. While I waited for yet another valve to come in, I had my friend who has been doing HVAC for 30 years have a look. The first thing he checked was the gas valve at the meter.

It had been opened too far, so not enough gas was getting to the furnace. Fixed in less than a minute. I called back and left messages and emailed them after my friend fixed the problem, but they did not get back in touch with me until a week later when they had the new part and wanted to schedule a repair. We were cold for 3 weeks and paid $163 for nothing.

The last I heard from them was they would check that I didn't owe them anything else. This was an incredibly bad experience caused by inept unprofessionalism at it's worst. Update 04/11/2022: We received a past due notice stating we owed Cool Care $162. I called Cool Care and spoke to Amanda, explaining the circumstances once again and she said she would send this to Kenny (owner?) for review.

I highly doubt this will be resolved judging from no one at Cool Care keeping notes about accounts. I'm at the point where I don't think this is regular grade ineptitude. No one at this company has ever called us about this problem, it has always been a one way conversation. The only contact initiated by them has been to secure payment for what is now appearing to look like professional misconduct.

Always had great experience with Cool Care. Last Christmas Eve they came and installed a new system since our heat just quit working. They are coming tomorrow to work under the house. I know they will do a great job! ***Clayton just came out and got our thermostat back up. They got us as soon as possible. We are so happy we called Cool Care a couple of years ago. Thank you Clayton!

We are new to the area we had immediate problems with our HVAC. We called the company whose name was on the unit. The tech came out and was very efficient and quoted us a price for repairs. We paid the full amount and we're waiting for parts. We had mentioned that we may be in the market for a new unit. Another rep came out that evening and sent us a quote for new units.

The next day another message arrived telling us the original quote listed was wrong and was now well over double the price we were given. We immediately called and told them to keep their service call $ but refund us the $444 remaining. We were called back two days later to verify. Again we stated we wanted a refund. Now 7 days later, no refund. I called my bank.

I was told if they issued a refund back to our card it would appear immediately. I called the business and was told they refunded $220? 4 days prior. I told them what my bank said and no refund was showing and they informed me I had to wait another day until someone else returned from vacation. They had no idea why the stated refund was so low. Tomorrow we will go to their office and physically ask for our refund if we are not given satisfactory information. I cannot recommend this company due to their improper quoting, rising of prices, and inability of completing basic business tasks like issuing a refund.

Can't recommend Cool Care, Columbia, SC. Unless you want to pay through the nose for repairs find another company. I understand that they have overhead that needs to be factored into pricing but it appears to me that their charges are still way higher than they should be. Wanted to charge me $375 (which I declined) for water heater repair that all parts were still under factory warranty.

This was weekday rate not weekend or holiday. That was in addition to the $100 diagnostic fee.so wanted $475 labor cost to repair a tank water heater. Another company was called and properly diagnosed the problem and came back when parts were received with total charge of $135.

Extremely disappointed in the lack of professionalism. Unfortunately we used this company to replace our ductwork and it was by far the WORST experience we've ever had with any service company. Terrible customer service and they charged my credit card for 1/2 of the cost ($2700) without my authorization over a month before the job was completed. Tried to resolve multiple issues with the owners but have not received a response. Will be filing a complaint with the BBB related to damages we feel they were responsible for.

Do not have these people service your gas logs. After three visits my gas logs still do not work. The only thing they are interested in is the money. On my receipt they listed things that they did not come close to doing. Most service trucks would at least have batteries for remote controls for gas logs. Not these people. I had to drive all the way to Best Batteries close to Sandhills to pick up a battery after they left.

Please believe me when I say they do not know what they are doing. The owner came twice and he knew nothing. I told him my concerns about their work and he simply did not care. All he wanted was $75.00. He left and my gas logs still are not working. I am a senior living on fixed income. Now I understand how some seniors get robbed. I just did. Bonnie Blackberg

Cool Care came out quickly when my A.C. went out. They were knowledgeable, helpful, professional, and not as expensive as I would have imagined. And, they have won Best of Columbia several years in a row. Great experience.

Charged me $200 to install my own thermostat and then installed incorrectly and claimed to do so many other things on the invoice and I had to have another company out to correct. "I knocked it down as much as I could " I watched him on my interior cameras stand at the Tstat and play on his phone for 20 mins, then come ask for $200. Use another company.

Cool Care is an excellent family owned company. Their reputation in the HVAC industry speaks for itself. They have won Best of the State for several consecutive years, Best of Columbia Free Times several consecutive years, and Best of Columbia Metro Magazine for HVAC companies. They are professional, friendly, and do excellent work. They recently repaired a friend's unit after another company said it needed to be replaced. I highly recommend the team at Cool Care!

I am a real Estate Agent in Columbia, SC and we rely on our vendors to make sure we get the most professional service our clients are paying for. I called Cool Care for an inspection on a house my client wanted to buy. The Tech came out (On Time) and did the inspection. He was professional and knowledgeable. When I received the report they only seemed interested in selling new units and not wanting to just do repairs.

I requested a conversation with the Service Manager to see about just doing the repairs I was told (He is out of the office and he will call me back), I am still waiting for his call. I spent 30 years in the service industry and this is unacceptable and I will never use this company again. I will also make sure none of my partners make the mistake I did.

I made the mistake of using their chat line. I just wanted a price for yearly maintenance. An answer of $ this to $ that would have been useful. Their human bot (missed their calling as a car sales person) kept repeating: Could I have your number and the best time to have our "expert technicians" call you about pricing? Or: Could I have your address? No.

You can not. The whole point of a chat is to save time. I don't want to give my phone and get an answer who knows when. even if it is from their "expert technicians". I would have appreciated a simple: I can't give you an answer. You'll have to call. If they waste my time on a chat. First impressions folks.

Initially, they are pretty good. Could work on customer engagement/return of calls in a timely manner. However honestly its all for show. I have dealt with Cool Care Heating and Air for about 2 years for my heating and cooling needs, however never have I had as many CONSTANT issues as I have now after dealing with them. Today, again on a fairly new unit still under warranty, my ac does not work.again.and Im supposed to pay another diagnostic fee?

For something they should have fixed about 5 months ago? I get things could go wrong, but my unit never had as many issues as it does now, after they started working on it. Try someone else. They don't value you as a customer, not unless they're consistently taking money from you or you sign up for one of their AC/Heating yearly plans. You're better off paying a few dollars more for someone else who actually knows the value of great customer service. ~Former Cool Care Heating and Air client

Great marketing to create brand recognition but unfortunately terrible customer service.

I bought a new HVAC system from Cool Care a couple of years ago. I have been impressed with the service and follow up provided by the company. They are a small family owned business and they are very community oriented. The service men/women are very polite and on time. Stephen was the last technician that came out for my yearly maintenance. He found an issue and worked for hours in the heat until it was corrected. Very very happy with the company and the service.

Thank you to Tia for sharing your knowledge and answering all of our questions and concerns. We learned a lot and are excited to get our new unit!

Tia from Cool Care came out and fixed our ac when it broke in this savage Columbia heat. She was super nice and our air conditioner is nice and "Cool" again THANK YOU!

I don't know anything about heating and air, so I'm taking my service tech's word that he fixed everything. He was really nice and explained everything so that it was easy to understand so I feel satisfied.

This is a great family owned local business. We have referred them several times to our customers. They have also used our company, Carolina Carpet Cleaning for some jobs.

Had trouble with my AC, called cool care and they had someone out the next morning. The service technician tested and checked the complete system to find the problem. The technician was very professional, he explained everything that he was doing and also took the time to answer any questions that I had.

I think this is the worst company they have no value for customer service. I purchased a house the sellers were to fix some heating and air issues and I recieved a letter stating that they had indeed fixed them. Come move in day we try to turn the air on it doesn't work. After practically begging the company to send someone out they determined what the problem was.

Since I had not paid for the repairs myself their was some back and forth between parties, come to find out cool care didn't even come and do the repairs, and sent a clean bill of inspection without doing repairs. I have also dealt with coolcare on another occasion where they had to come out 5 times at near 1500 dollars in "fixes" all to find out I had to buy a brand new unit that took ages to come in.

Once said unit was in my house was cooler but not cool I was told "it's a 100 degrees outside of course it isn't going to be cold in your home." I found that unacceptable and had another check up on my unit turns out they didn't connect my duct work to my unit, so for almost a month I was cooling the underneath of my home. No apologies were given either.

Although they win many business I feel if the individual customers were to rate them honestly they fall very short in caring for the clients. I feel as tho they are looking to sell products more than fixing what is fixable. They are the Walmart of heating and air. Tons of people just milling around and not a one to actually help. I will not do business with them ever again

Really great customer service! We used them for both the HVAC inspection prior to buying our house, and then also for a minor fix after we closed. They were very prompt and I appreciated the technician's knowledge and candor. Highly recommend them, they've gained a customer for a long time!

We recently decided it was time to replace our ancient HVAC unit. After multiple quotes and discussions with other companies we decided to go with Cool Care. They had the best price and great financing options.

Incredible customer service provided by a friendly and knowledgeable team! I have used them both personally and professionally, and they never disappoint. I love being able to refer them to anyone I know!

Cool Care is the best! I have personally used them and have received excellent customer service and the best quality equipment available. I am a mortgage banker and have referred Cool Care to many of my past clients to use for their HVAC inspections for their new home.

I had them Aeroseal my ducts this week. When I woke this morning my house was really a bit warmer than I keep it. After grumbling to myself that my wife must have turned the heat up again, I was shocked to discover the thermostat was only on 66 degrees, not the 70 I always have it on.

They have been so flexible about coming out to work on our unit. Technicians have always been very thorough and professional.

Back on August 7th 2015 Cool Care came to fix my air conditioning. The entire unit had to be replaced. I was renting a property in the avenues in West Columbia at the time and so I had no say in who could replace the unit as it was taken care of by the property management company.

Rich did an outstanding job in completing this service and in taking the time to help us understand the system. We never had a system as sophisticated and he was an excellent teacher. I took the service contract and hope Rich returns in the Spring.

It was 104 degrees out when my AC unit stopped working. I called Cool Care and they had a service tech sent out to me just 2 hours later. The service tech was friendly, knowledgeable, and honest. He had my unit fixed in no time and didn't track dirt or insulation all over my carpet like the cable guy did when he had to go into my attic.

They came the same day even though they have other people ahead of us that took them after seven pm to finish, they still came and get the work done the same day we called. The firs time they came was to finish some unfinished work, and they were very fair to us, so we were very glad to use their services again.