Cooks Comfort System, Inc.

Up and running on first visit

.I found them through a home improvement store. Never had any problems.

I have used this company for years, I am really happy with them.

It went great. They were clear in providing the needed information on costs and warranties, how long installation would take and when it could start. They arrived on time and got the work done in about 5-6 hours, which had to include some fitting to get the systems air channels to fit the ones coming out of our house (it was some extra work). They did very good work, were clear communicators, and we would hire them again.

COMPANY CAME AROUND 8 AM FINISHED JOB BY NOON CLEANED UP AREA VERY PROFESSIONAL AND HELPFUL

They are excellent.

They have never let me down. Excellent all the way around, other than a little bit pricey. I've been their customer for 25 years.

The call started fine. I called, they answered and dispatched a technician for the following day. They told me up front the service call was $85 and I agreed. The technician showed up on time and did the following

Step 1. Turn on unit - Unit failed to start

Step 2. Remove access panel and spin fan - Unit failed to start

Step 3. Unplug fan and plug back in - Unit failed to start

Step 4. Hit fan motor with wrench repeatedly - Obviously the unit failed to start

He explained the fan was bad, explained someone would be in touch the next day, charged me



$85 and left. I'm not sure what kind of training this guy has but "Hit with wrench" is very likely not in the manual. Didn't test to see if the motor was getting power. Maybe his experience at work. Either way he left me with 85 less dollars and no working AC.

When I didn't receive a call by 9:30 the next day I called and was told they would have a motor within two to three days and would schedule the install. I explained the system was under warranty and the person on the other end said they would look it up.

She called back right away and said they would be able to get a motor the following day and could install same day. The system was in fact under warranty but they would have to charge me $275 in labor!. I asked if the $85 from the previous call would be applied and was told no the $275 was in addition! I declined their services.

I understand why they charge a fee to diagnose the system and I don't begrudge them the $85. They should have applied that to the $275 for the 30 minutes it takes to swap a fan.

FYI I called Grissom Heat & Air. They came out and fixed the system this morning (within 24 hours) and charged me $0 because the system is under extended warranty and it INCLUDES LABOR.

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This is a great company to do business with.  Our heating and air unit was over 30 years old when it finally died.  I called Cook's Comfort System and the guy came out the next day.  I would like to mention he was actually early too.  He did an inspection, gave us an estimate and explained in great detail the work he recommended to be done. By the way, Cook's Comfort Systems is also a Home Depot installer/contractor and we have always had good luck with Home Depot contractors.  
The crew came on the date we were told and installed our unit in half a day.
I would like to add that we had a second estimate by another company in our area that's been in business over 35 years and Cook's was $1,400 less.
I would use this company again. 

They did a good job. It took them one day to complete the work. They showed up when they said they would. I have been using them for about ten years. We have an annual contract that they come out and check our unit for us in the spring and fall.

When our old heat pump died we decided to upgrade to a new more  efficient unit. Mr Cook came out within a few hours to give us a quote on a new Trane XR15 system. The quote was competitive and his crew arrived on time the following day to do the job. They removed the old indoor and outdoor units. and found some airflow restrictions in existing ductwork which they improved at no extra charge. Then they installed the new indoor and outdoor units, charged the system, and checked it for leaks. The crew of three guys spent about six hours to complete the job. The new heat pump is noticeably quieter and uses much less electricity than the old unit installed in 2001. The crew was very professional and cleaned up perfectly, leaving no trace that they had been there except the shiny new heat pump. In the 4 months since the system was installed it has functioned perfectly with no problems. Mr. Cook and his office staff were very pleasant to deal with and I recommend this company.

Pinctual, careful evaluation of problem with correction of the error code issues.

They were great. They were very punctual, very personable, professional, told me exactly what needed to be done, gave me options.

Installation was done on time, the gas line had to be run and was put thru the cellar wall that was in the wrong room.  I called 2 weeks later to check on permit and that was lost in the cracks.  On 2nd call I was told the right permit was pulled and the inspector would be there on 6/30/14.  The inspector showed up and I was told the wrong pipe size was installed (needed a bigger pipe) and the drainage pipe to the A/C was not above ground and had to be.  The inspector said the WRONG permit was again pulled and they needed to pull a gas permit.
I called the company and spoke to the rep that sold me the unit and I was told the installer would make it right & be here at 1 pm today.....so far no installer.  I again called the office and was told they were going to see where the installer was & call me right back.  Now 1/2 hr later no word.
Why didn't the company know which permit to pull, why wasn't the correct size pipe installed and why was the pipe for the A/C draining above ground as it should???
I am not a happy customer and would not recommend or hire this company again.

They did a good job. I am pleased with what they did us. They responded quickly, got the work done, and did it in a satisfactory way.

I had a recent TVA energy right inspection.  The inspector found we were missing a piece of sheet metal when the main level heat pump was installed by Cook's Comfort Systems.  He said the missing piece is the bottom part of the 'doghouse' between the unit and the house (it is a package unit outside feeding into a crawl space).  We have always had problems with animals getting under our home in the crawlspace, but didn't realize this was the reason.  The TVA inspector also found our ductwork (not installed by Cook's) had a number of leaks.  I mailed a letter to Cook's Comfort Systems asking them to bid on the job, but I never heard back from them.  It seemed to me they were willing to install 2 units for $15,000, but not willing to do the type of follow up job I was requesting. 
My dual fuel unit (installed by Cook's comfort systems) is set to use natural gas below 35 degrees, however when it is using natural gas, the air from the registers is 86 degrees (same as when in heat pump mode); it should be around 110.  Cook's did come out and look into this, but said everything was working as it should be.  The TVA inspector said I had leaks in my ductwork system coming into the unit, causing it to entrain outside air, thus the lower than expected register readings when it was particularly cold and using the gas furnace.  It seems to me a top flight  HVAC company should have known this. 
I ultimately had City Heat and AIr do the ductwork sealing job and I can not be more complimentary!  They addressed the 'doghouse' problem left by Cook's, but said it really should have been done correctly when the unit was installed.

I called John, the Service Advisor, on Monday describing the problem. Even though I'd purchased the unit from another  (now-retired) provider a few years ago, John located my warranty and performed the work under warranty saving me several hundred $$. The technician was scheduled to come diagnose the problem on Tuesday afternoon. He was on time, very professional ( even removed his shoes before coming into the house) and fixed the problem during the visit.
Overall, good response time and an excellent experience. Definitely would recommend and call 'em again.

I called another company that my family recommended and the replacement part was still available, locally I may add, for only $215. My system may be old, but it works again - NOT thanks to Cooks. They should be called Crooks.

Cook's techs are very knowledgeable and polite.  I do think that the company charges way too much for their services.  The tech spent a lot of time on the phone with his office to determine how much to charge for things.  That was a little disturbing for me.  It seemed like he was arguing with his dispatcher about the costs of particular services.  It's also funny that they add a fuel charge to their already high service call fee.  If it wasn't for the fact that there is a parts (not labor) warranty on this system, I'd probably hire someone else in the future.

See first part.

On the initial call, they reviewed my systems, the volumes of air heating and cooling that would be needed for a new system and sized units that would fit.  They reviewed the capabilities and efficiencies of each and the various price points. Their pricing was not the lowest, but I felt that, with the 10 year parts and labor warranty, their offering was the best.  And I've not been disappointed.

They scheduled the installation, told me what to expect and provided sufficient people to complete it in one day.  They were incredibly clean and left things spotless.

They reviewed the new thermostat, air cleaner, and filter changing processes with me to be sure I understood what to do.

Since then, they call every spring and fall to schedule the maintenance visit and always show up on time.

My electric usage is about 1/3 lower in the summer than it was with my previous system.  In the winter, it's pretty close to the same as it was but I'm using a heat pump and backup electric instead of my previous gas fired boiler system.  So, I'm saving electricity overall and saving about $3,000 a year on propane gas.

They are terrific people to work with and I highly recommend them.

See above.

Cook's did what they said they were going to do and they did it on time and for the quoted price. They were very sensitive to our time requirements (we were having to use space heaters to keep warm). Removal and installation only took one day. They did a very professional and clean job, both in the basement and in the yard. They had to replace the concrete pad that the outside A/C unit was sitting on and drill a new exhaust vent in our foundation wall. The new system is working as described. The variable-speed fan technology keeps our home's temperature exactly at our thermostat's set-point. With our old system, we would experience small temperature fluctuations around the set-point of + or - 2 degrees. So far, the new system's operation is superb.