American Technical Service - Ashburn, Virginia

Brooklyn

The technician was very insightful. He knew what he was doing regarding the heating system he came to repair. He gave me great advice. I am giving the company 1 star because I let them know that the technician accidently broke my door to my furnace and they denied all responsibility. I gave them video stills of the door before he arrived. I gave them a photo and a screenshot of the date and time the photo was taken as requested. They still deny any responsibility. Its a cheap fix and I'll have to repair my door but its so insulting that a company doesn'r care enough about a customer to fix an accident made on their behalf. I'll never use them again and I'll never suggest them to anyone. Poor customer service trumps all the insight and talent that the technician had.

Pankaj Sharma

This is not the correct place to leave review for Cool Factory Inc., the company that AHS and First American assigns us. The correct place to leave review is Cool Factory on Oakbrook in Sterling VA.

Posting review here is pretty much pointless.

MEL PILLARD

I WILL NEVER USE THIS COMPANY AGAIN, THEIR SERVICE IS SO TERRIBLE IT CAUSED ME TO CANCEL MY HOME WARRANTY DUE TO THEM SENDING THIS COMPANY TO MY HOME.

Their HVAC tech was sent to my house for tune up, he never completed the tune up & told me it needed to be replaced & to call the warranty company.

The warranty company & myself called Cool Factory for the report to get a repair or replacement authorized & was told they would only talk to me, not the warranty company. I finally speak with someone & they will me to submit a recall order through my warranty company so they can do an official report for a unit replacement.

I call the warranty company & was notified Cool Air informed them the tune up was completed & it was NOT.

The tech spent a total of 13 minutes at my home, I know the exact time because his arrival & departure was captured on my video door bell. I have spent two weeks calling Cool Factory & each time I have been told a manager will call me back, its been over a week & no one has called.

Please avoid if you actually want good service.

Jeronimo P

This company was assigned to me by American Home Shield on July 28. They diagnosed the failure on July 29 - almost a month ago - and I still don't have an estimate of when this is going to be repaired. Every time I call cool factory they promise someone will call and that never happens. I even asked to speak with management and they promise call-backs between 24 and 48 hours and that also has never happened.

--------------------

Update - almost two months and still my AC is not working. Cool factory came and replaced the control board, but did something wrong. I am still waiting for a status update and a ETA for the repair.

-------------
Update...

Two more technicians came. The last one was on Tuesday (two days ago) and he said he can not solver the issue. He was supposed to be the senior technician but they ended up sending a rookie. They called me today and now I am scheduled for next Tuesday. The issue has been identified in July 28. Almost three months since then and no progress.

Robert Scott

Extremely disappointing. My family was without A/C service for 6 weeks from the time Cool Factory made their initial diagnosis. They were assigned to us through our home warranty company. I made between 10-15 calls asking when a technician would be available to fix our A/C. Not one time did I receive an answer or a return call. Cool Factory had zero concern for my family. I have never given such a strong negative review. In this case management needs to know of the poor customer service that was provided. I finally received authorization from my home warranty company to drop Cool Factory. My A/C was fixed within a week by the new HVAC company.

Genet Chacon

Cool Factory is the worst company in history! They DO NOT deserve any stars but I had to put one day in order to post this message. They were recommended to us by American Home Shield. The technician arrived to determine what was wrong with our air conditioning system. After (supposedly) checking everything, he concluded that we need refrigerant because our air conditioning was not working. We were relieved to hear that was the problem, and we agreed for him to add the refrigerant. What we were not tracking it was excluded from the warranty, so he charged us $750. After the refrigerant was installed, he stayed for a while and instructed us to contact him if the house did not cool. We ended up contacting him several hours later on the same day, and he arrived the following day to investigate the problem. During this visit, he discovered that the entire refrigerant had leaked out. He informed us that there is a leak and that he needs to obtain the necessary parts to fix it. This occurred at the end of May, and we have not heard from him or the company since then. I have requested to speak with a manager at the call center for months, but no one has contacted me. We ultimately had the AC repaired by another company. Now, we are requesting that Cool Factory refund our $750 refrigerant and $150 visit fee. This has been a very disheartening experience that I hope no one else will ever have to endure. Please share if you've had a similar experience and let me know how you resolved it and received your money back.

zenith star

I had a very bad experience with Cool Factory(45681 Oakbrook Ct STE 101, Sterling, VA 20166). I originally called them for a regular tune-up. The air conditioner stopped working right after their tune-up appointment. I contacted them back and after a dozen phone calls and emails, the technician finally showed up after 5 days. He was not able to diagnose the issue and wanted to reschedule it with a repair ticket with my warranty company. I cordially explained to him that I have the repair ticket already in place with another company as I had a bad experience with the tune up work that was previously performed by Cool Factory. I reminded him about the 30 day warranty after the tune-up. He got visibly infuriated and said it was "all my mistake", shouted expletives and left. Prior to this, I have never had this kind of experience. I felt threatened and I am disgusted by the foul language used by the technician. This kind of behavior is unacceptable. I am sharing my experience so that you don’t have to go through the same trauma.

Chris

They are non-responsive and lack a serious sense of urgency. For such an important appliance, they are unskilled, untrained, and nonchalant. They have so many loops to jump through with their call center situation - you call, they say someone will call you back in 24-48 hours to set-up the appointment. Then, when they do call, the appointment is days and days out. Oh, definitely not over the weekend because I suppose they have gotten so good they no longer do emergency service requests. The technician came to my home and did not repair anything. He said he didn't have a diagram in order to repair the unit. Fine. Then he said he would submit his diagnosis immediately to engineering. I had to follow-up with them because, of course, I did not hear anything back. Guess what?!!!! He has not submitted the diagnosis. So, that means no one is aware of the issue and the repair request is not on anyone's radar. Meanwhile, the technician is just riding around with unfinished service requests. Cool Factory does not have any higher expectation of their technicians. I do not recommend. You can never get a straight answer. Every one that answers the phone is working off a script and they have serious limitations in what they can do. Like I said, they aren't even able to schedule the appointment. If you do end up having an issue, there is nothing the person on the phone can do. They enter a ticket and you have to wait and wait and wait. Please, if you can, select another company. A company that cares about their customers AND are highly-skilled at what they do. Cool Factory is neither.