Long story short, we had another company come out to quote a new unit and they pointed out all of the problems with our current (not working well) unit bought from Coolmasters almost 8 years ago. I was pretty upset and wrote a scathing one star review stating all of the problems. Jonathon, the owner, called immediately and offered to come out and take a look. After inspecting, he said that he wanted to make it right at no charge to us - in other words he actually accepted responsibility for the original install mistakes that his employee made. (Jonathon now comes out personally to every job to inspect.) He even offered to pay for a second opinion so that I would have the peace of mind to know it was done properly. They came today and fixed all of the problems, he's even offered us free service for two years. This kind of customer service is unprecedented today, and Jonathon should be commended. I decided to completely take down the one star review as he's been so responsive and thorough. I rarely write reviews - it has to either be a really good or really bad experience. Thank you Jonathon!
Area Lawrenceville, GA
Cost $5,000 - $9,999
Date June 2009
Posted: 1/17/2017 • Last edited: 1/25/2017 • Link to this review
We contacted Cool Masters to quote some services at our non-profit dog shelter. I think this is my first negative online review ever. That's how disappointed I am. We met with Jon and really liked him. Moreover, we felt he was very professional and had the best, most cost-effective approach to our job. However, we never received our quote. We followed up by phone repeatedly, were promised we would receive it over the course of the next month. We never did. I figured "surely with 420 great reviews on Kudzu, it must be an oversight!". I called the office daily for the better part of a week, each day being promised a response. At this point, it was more a matter of curiosity? Why was there no response? I asked for a courtesy call from Jon. Nothing. I finally received a quote that only had two AC systems on it. No spray foam insulation. No mini split system. I still can't believe the poor service. So I just wanted to give folks a heads up that it's not worth chasing down a quote if they don't respond in a reasonable time. I'm glad for all the folks that did have a positive experience, but we aren't one of them.
Posted: 1/17/2016 • Link to this review
Our A/C unit stopped working on Monday while our elderly/invalid parent was home alone. The temperature in the house reached 92 degrees before 5 o'clock. Cool Masters was there by 6:45 pm to diagnose the problem and needed to order a new motor. The tech (Nelson) didn't leave us to suffer but instead left us with a room A/C unit to get us through the night! Next day, the tech (Greg) completed the repair within an hour. Our family slept comfortably because of Cool Masters' responsive customer service and expertise! Thank you...thank you...thank you!!!
Posted: 7/15/2015 • Link to this review
Their price was competitive, the product was as expected, and the installer was courteous, fast, efficient. He explained everything he was going to do beforehand and showed me what he had done afterwards. I am very satisfied and recommend Cool Masters to anyone who demands a high level of competence and integrity.
Posted: 4/28/2015 • Link to this review
I was concerned that my furnace was having a problem since the condensation line was freezing. The weather was about to get much colder so I called Cool Masters to check it out. They came out the same day and told me there was nothing wrong with my system, and was working fine. They could have easily charged for something. They always provide excellent service and I will definitely use them again.
Posted: 2/20/2015 • Link to this review
Jonathan and his crew were awesome in replacing our 16 year old, builder grade heating/AC units. We were very pleased with the great customer service that we received. Highly recommend Cool Masters!! Thanks Jonathan! Ed and Donna Borges
Posted: 12/24/2014 • Link to this review
I've been a Cool Masters customer for 3 years on a Maintenance contract so when it came time to replace my aging furnaces, they were one of two 5-star companies on Kudzu that I called. Cool Master's labor warranty was well-above the other company's, so that made it a no-brainer for me. What I really appreciated was that they came back out 2 weeks after the main installation to replace a defective part on my whole-house humidifier. The time/cost of ordering the part and driving back out to my house probably exceeded their fee, but they knew the fix was important to me and made sure to care of it. That's what sets this company apart from the rest.
Posted: 11/11/2014 • Link to this review
I had two 21 year old Lennox furnaces that I have been patching up for several years now, extending the life as long as I could. Cool Masters had done such a great job with my air conditioners replacement in the past, and with extending the life of my older furnaces that I believed I could trust them to give me a fair price on the inevitable, furnace replacement on my lower floor and possibly my 2nd floor unit. Rather than replace both units, I was first pleasantly surprised to hear that the 2nd floor unit was still working well and could continue on. How often do you hear that honesty from a company? The first floor unit needed replacement, and Cool Masters both gave me a fair price and came out within just a few days to do the job. They equipped not only the 1st floor unit, but also the second floor unit with WiFi Honeywell thermostats, which are GREAT in that I can now program and change my house temperature via my iPhone. Very easy to use. The main reason for the review, however, is to expand upon the attention to customer satisfaction. There were a few glitches beyond the control of Cool Masters r.e. both the thermostat unit used in the 2nd floor and my furnace power supply. Jonathan came out twice in off hours and a weekend evening to make a few minor changes until all was well. He even followed up today to ask if all was well. Great to go with a highly competent smaller company focused on customer satisfaction! I highly recommend them! :-)
Posted: 10/22/2014 • Link to this review
If you are looking to have an HVAC system installed or repaired, look no farther; just give Jonathan at Cool Masters a call. Their equipment, knowledge of the industry, technicians and service are all top notch. Four years ago we needed to replace an HVAC system that had been described by a few servicemen as a dinosaur, outdated, and unservicable. We contacted Cool Masters. Jonathan listened to our concerns and analyzed the structure of our house. He designed and installed a new system that met our needs perfectly. Since then we have been enjoying a climate controlled house year round. During the past four years the technicians who came to the house to perform regular maintenance on the system were very polite, punctual and quite skillful. Warranty issues were handled quickly and very professionally. When we needed emergency service today, Jonathan worked us into his fully scheduled day, and that was on a holiday weekend. He arrived on schedule, quickly diagnosed the problem, which he then fixed, and was soon on his way to help the next customer. It is refreshing to find a company (Cool Masters) that cares for the client and takes pride in their workmanship and product. Thank you, Jonathan!
Posted: 5/24/2014 • Link to this review
My thermostats starting going crazy so I had to replace them. I was switching from a 4 wire units to 5 wire units and after following the wire diagram to the letter I couldn't get them to power on. After an hour of frustration not being able to get a hold of the manufacture of my units or thermostat I found Cool Masters online. I called the number at 8:30 in the evening and a nice lady answered. I told her the issue and she said "I have just the guy that can walk you through this and get your units up and running. His name is Jonathan and I will have him call you back in minutes". Not even 5 minutes later I got a call from Jonathan he told me he knew the problem and said to grab a couple of tools and head to my attic where my AC units were. He walked me through connecting a couple wires and even offered to use facetime if needed. Within 5 minutes Jonathan walked me through and had my new thermostats up and running as promised. This is a company truly dedicated to building their brand by delivering a level of service that you just can't find anymore. Don't hesitate to contact them if you have any HVAC need. They have your back and will deliver service like no other!
Posted: 5/16/2014 • Link to this review
6 A.M. on January 7th 2014 and it is 7 degrees outside. My furnace is dead and the house is getting colder. Jonathan was at my house by 7:30 to assess the situation juggled his crew's schedule and got us up and running by 11 A.M. Jonathan cares about his customers and it shows.
Posted: 3/13/2014 • Link to this review
I had a issue with my downstairs heating unit not properly heating. I did some research and decided to call Cool Masters. Jonathan come out promptly and was able to fix the problem in less than an 1 hr. He did a great job. He answered all my questions, gave me some tips and even showed me how to program my thermostat. I would definitely recommend Jonathan and his company.
Posted: 1/26/2014 • Link to this review
We have had Jonathan and his crew take care of two major issues.... replacing our AC unit and replacing our hot water heater (in a a very small space in a condo in midtown) and they were professional to a fault, respectful of our space and priced just right. I cannot recommend them highly enough!!
Posted: 1/22/2014 • Link to this review
2012, 2013, 2014
Cool Masters has been committed to protecting the enviroment from day 1. All of our technicians are EPA Certified and conform to the strict guidelines set fourth by the EPA. We offer a variety of ultra-high efficiency systems designed to save you money and lower your carbon footprint. Cool Masters now installs the Greenest Insulation for homes - Spray Foam!