Cook's Custom Service, Inc

Cook's installed 2 new units for me since 2016. They did a great job, up until a little over a year ago when they just went silent. The service contract I paid for has not been honored and I called multiple times to find out why I hadn't had someone come out to service my 2 units. You would think after paying all that money for the new AC units and then purchasing the maintenance contracts for them they would honor their contract. Guess not! Not sure I would trust this company for the long term. :(

Terrible customer service. John left me a message at 9:30am telling me he’d like to set up an appointment for “late morning or after lunch”. When I returned his call 10 mins later he proceeded to tell me he had waited for a minute and then left the area but wouldn’t be able to get to me until Monday & if a part needed to be ordered it would be at least a few days after that. When I asked if he could pop in on his way to crestview at any time to at least see if a part needed to be ordered, he told me no. I don’t know why I was even told “late morning or after lunch” because a time clearly did not matter nor did he seem the least bit interested to fix my appliance. Thank goodness we were able to get another company out!

I would like to personally thank Chris Blount for ALL he has done to help me get my air conditioning working properly. This has been no easy task. It has taken weeks of troubleshooting and numerous hours of him coming at all hours to "catch" it when it did malfunction so it could be properly diagnosed. He has gone over and beyond to keep my house as cool as possible during this process. He is honest..hard-working ..VERY professional AND extremely knowledgeable. I give him my HIGHEST possible recommendation and will ALWAYS ask for him personally. Thank you Chris for your dedication to assuring that your customers are COMPLETELY satisfied! I also would like to thank his co-worker Kevin for all his help today during the installation of my new system.

I have had the pleasure of doing business with cook''s for years now...and I would not call anybody else. WONDERFUL..honest..kind-hearted folks that really go over and beyond to do a job well done!

Cook's Custom Service is amazing! Our air conditioner quit running in JULY 2016. Our technician (Chris) was very knowledgeable and friendly. He installed a new system the next day and came in under budget! I highly recommend this company for any HVAC or Appliance work.

I've used Cook's for going on 20 years for my AC and Appliance repairs both for my personal home and rental properties. They are professional, reliable and reasonable with their prices.

WOW. Absolutely appalling. Called one (trusted) company to look at our fridge that was leaking. They came right out, listed repairs needed but were out of our price range so we call the manufacturer who was able to have the repairs fixed under warranty by Cooks (their only authorized service agent in the area). Kim at Cooks was rude the first time I called to schedule the repair and then she told me I couldn't schedule it because the manufacturer had to. I called the manufacturer who then called Cooks. I was told Cooks would call me after that. I didn't hear from them so I called them a few days later and was told that they would be out on Tuesday morning (4 days away). They never showed up. I called on Tuesday afternoon and they finally said they'd be here. When John (the tech, I presume) showed up, he had a nasty attitude. He said that the company we called first didn't know what they were talking about. Then he pulled out the cover on the fridge and found out that the previous company was SPOT ON with the problems. He said we have a sealed system and didn't even believe the parts would be covered under warranty. He claimed that the manufacturer barely paid them anything to make repairs under warranties and that it wasn't even worth the work he had to do. He then claimed that he was very busy and might be able to get to our repair in about 6 weeks but he didn't know for sure because he was just that busy. Then he left. I called his office and spoke with Kim again who was extremely unprofessional (again) and told me, rather rudely, that she was on hold with my manufacturer because she didn't think the repairs were covered under warranty. She acted as though I was bothering her by calling to find out what our next step is. She told me she would call be back when she got off the phone with them. Then she hung up on me. When I didn't receive a call back from Kim I called my manufacturer and explained everything that had happened up to that point. Turns out the repair WAS COVERED under warranty. The agent then called Kim and was promptly hung up on as soon as she asked if the repair was just too much for Cooks at this time. I will NEVER use Cooks and I will be very quit to warn anybody off of using Cooks. Terribly appalling customer service and absolutely NO professionalism at all.

The refrigerator went out in our rental unit. The landlord had Cook's come out two days ago. I haven't heard anything back so I called Cook's this morning. The lady on the phone says that they are waiting on landlord approval to do the repair. So I call the landlord. They say they approved the repair yesterday. Great, I call back Cook's and let them know and she puts me on hold, comes back and says yes, we have the approval and parts are on order. Why couldn't she tell me that the first time I called???? So, the next question is when will the parts be in? Its a reasonable question since I am without a refrigerator. Will it take a day or a week? She says she doesn't know. She has no other information as the technician is not there. I ask to call the technician, she says no. I ask if she can ask the technician and call me back and she says no. Can I talk to a manager, NO!!!! They need to fire this lady. I see others have complained about her. She should not be in a customer service position. So, no of course, I have no answers on when parts come in and I will have a refrigerator again. I called the landlord back and told them not to use Cook's anymore. I really want to speak with management and ownership to be sure they know that this woman is hurting there business.