Protocool Cooling Solutions

Write a Review954-776-2665

OPEN NOW - Open 24 Hours

Protocool Cooling Solutions - The worst company to deal with!

They are not capable of fixing the home A/C problem on the first visit and want to charge you again to go back and finish the job that was not well done. It was a very unprofessional service provided.

I was charged $320.00 for a 20 minute visit. Bad customer service to solve the customer's issue. Very hard to allow them to listen to your complaints like you have no rights. They speak over your voice making it difficult to communicate.

Problem: Outside A/C fan not starting/working.
A Technician came and replaced one part (Dual Motor Run Round Capacitor).
The A/C fan is now capable of working for only 5 minutes-- not enough time to cool inside home temperature. Problem not solved for what they were called for.

Here’s my experience with Protocool and Trane:



Seven years ago on 6/25/07, I had a brand new Trane 3 Ton 13.0 SEER model #TCK036B installed at my home in Plantation. This unit was recommended by Protocool’s vice president Chris Pompilio. Only two years later, I began to have problems with it, mainly with the unit freezing up. I’d regularly have to hose the ice off of it and let it sit for a couple hours before running it again. I’ve already had to replace expensive parts, including the TXV and fan motor in 2009. So far this year, on 5/27/14, the fan stopped working again and a Protocool technician came out to repair the dual capacitor. Two days later, on 5/29/14, no cold air again. A Protocool technician came back out to inspect the unit and told me the TXV was sticking and that he propped it open to allow air to flow. The invoice I was left with that morning stated “warranty” under total. Later that day, I received a call from Protocool that I would need to replace the TXV (this same repair was already done in 2009). Later that day, I authorized payment in the amount of $195 to be placed on my credit card for the work done on 5/27 and advised the office that I do not want to proceed with repair of the TXV, however, upon review of my recent credit card bill, I noticed a $365 charge from Protocool. I called the office and spoke to Patty who advised me that the additional charge of $170 was for the technician visit on 5/29 and a “temporary fix” of the TXV. She then explained to me that the valve will stop working soon if I do not have it properly repaired. I found this very surprising because the invoice I was given that morning by the technician stated “warranty” under the total. There was no dollar amount and I was never told about any charges incurred that morning when I spoke to the office to make payment for the amount owed from 5/27. I was only informed of the price it would cost to repair the TXV which I declined. I have disputed this charge with my credit card as I was not made aware of this charge at the time I made payment, did not authorize it, and have documentation showing that nothing was owed for the visit on 5/29. I am now receiving calls from Protocool saying that I need to pay the amount since I had it removed from my credit card. I will not have Protocool back out at my home and will never recommend this company to anyone. The Trane unit I’m now stuck with is a piece of junk and a constant money sucker. Just a few weeks ago, I had to have the fan motor replaced again (this same repair was also already done in 2009). I had an independent technician make the repair this time. I know of units that have worked fine for over 20 years with no major issues, so I am confused as to why my unit has had so many problems starting just a couple years after installation. Further, I have asked to speak directly with Chris, but am always told that he is very busy and that a message would be given to him to call me back. I have yet to receive a call back. Do your research on Trane before purchasing: http://www.consumeraffairs.com/homeowners/trane.html. Hopefully this review will be useful to others. Unless you have nothing better to spend your money on, learn from my experience and don’t go with Trane or Protocool.