Cool Ducts Heating and Cooling

I have a contract with Home Serve currently as an Xcel customer. Previously, I had been referred to McCormick Heating and Cooling (a BBB-accredited company), which I had no issues with. For whatever reason, when I scheduled my tune-up for my furnace this time, they sent it to Cool Ducts (NOT a BBB-accredited company). They are 5 year 5-year-old company with a team of 3, including one tech, owner, and admin. Juan arrived at my residence and asked me what the call was for. I stated a tune-up and to ensure ongoing efficiency since it is original to the home. Juan began performing his tune-up and quickly told me that the CO readings in my exhaust were too high. That he would do a second reading to be sure. After doing his second test, he told me that I need a new system, would have to turn off my current system before leaving, and informed me that their company offered a "financing plan" to purchase a replacement. When I asked him if there were parts that could be replaced versus a whole new system, he said that he "doesn't exactly know where the issue is- that they would have to take apart the system and bring in more advanced technology to troubleshoot". Home Serve called me soon after he left and told me that Juan, the tech, cited an issue with a specific part. I informed Home Serve that Juan told me he was "unable to locate the issue without further investigation". The Admin, Maria, of the company was delinquent and unresponsive when I attempted to schedule a follow-up with Cool Ducts. I want to reiterate that Cool Ducts is NOT a BBB-rated company. If you look up reviews on yelp and other websites that owner (whom I have not met), Nick, responds very unprofessionally. When I booked my initial appointment, it sounded like Maria was at home, with screaming kids in the background. My "issue" was resolved by a BBB-rated company, American Heating Air. The tech who was onsite was incredibly knowledgeable and friendly-- my report even cited that there was "No need for a replacement" of my system, but rather an adjustment to the combustion analysis. I DO NOT RECOMMEND this business in any form or fashion.

We had our furnace serviced by another company in October. That handyman re-installed the front doors and shortly after their visit the heater was on the fritz. The house was consistently at a balmy 59, in the middle of the day. After explaining the situation to Maria, we were put on the emergency list. Less than 24 hours later, Nick showed up…WITHIN the work window we were given. He thoroughly inspected everything, found a broken sensor, AND took the initiative to call HomeSafe (HomeSmart) to make sure parts and labor would be covered. Thank you, Cool Ducks Team, and Happy Holidays!