PROTOCOOL Cooling Solutions

We previously called Protocool when one our dual AC units just wasn't cooling well. They came right out, serviced the entire unit, and got things working again for a very reasonable fee. That is why, more recently, we called them to fix a clogged drain other dual AC unit. Alex was our technician and he was absolutely fantastic - not only a skilled AC tech but also a consummate professional and all around very nice person. He had our clogged drain cleaned out in a jiffy and gave us some excellent advise. I have since signed up for Protocool's membership service to receive twice yearly service on our units to prevent such emergencies from happening in the future. If you want solid work for a reasonable price from very kind technicians - call Protocool with confidence. My 8 year old daughter would like to add: thank you protocool for fixing the AC . The company did really did a great job. call protocool.Alex was our technician .I love protocool and remember to call protocool.

I cannot say enough good things about Chris at Protocool! We had a complicated AC issue that others struggled to diagnose, but Chris took the time to really understand the problem and solved it with skill and precision. What impressed me most was not only his technical expertise but also his incredible professionalism and follow-up. He made sure everything was working perfectly, checked in afterwards, and went above and beyond to ensure we were completely comfortable. It’s rare these days to find someone so knowledgeable, reliable, and genuinely dedicated to their customers. Chris turned a stressful situation into a smooth, positive experience, and I would recommend him and Protocool without hesitation to anyone needing AC service. Truly outstanding!

My AC was working fine but the compressor outside was making an unusual noise. Turns out it was just vibration caused by some loose screws. He charged us $260 to tighten a few screws without first notifying us because of course I would have paid the $135 assessment fee and tightened them myself. I wouldn't trust this company to do any serious work on my AC. I feel ripped off and taken advantage of.

Proto not cool: Had to call this guys again 2 days after they repaired my AC for $800 total and was told that 1 year warranty on the service is only effective during normal hours from 8:00 am until 4:30pm (even if it says online that they are open 24hours) after that it is $135 fee for them to come and check(wasn’t informed about that at the time of getting the service) so you have the only option is to gift them $135 because you can not sweat it out until morning or go spend $100-300 on hotel rooms for your family. They don’t disclose all their pricing for parts and labor and other fees but they are fast to call afterwards to shake you up for another $95 for cancelled service fee which was never mentioned upfront so you can make your decision whether to use their service or not! I think they need to do a better job when it comes to explaining the fees they charge and also be transparent with pricing for parts and labor.

We thought it was a serious company. We decided to change our A/C coil which had a defect and was under warranty. We agree previously in the payment terms and amount. Today the technician came, disarmed the air, which was working, and detected that the tray that was replaced by them 2 months ago was broken. They told us we had to pay an additional $200 for that part that they installed previously and was defective. We did not agree and they decided not to do the job and told the technician to leave and left my A/C disarmed, not working and they did not want to put it as they found and left my house without A/C and told us to look other company. I attach photos and receipts as proof as how the left my home today, even they didn't pick up what they brought. Chris and Monica were very unprofessional and show that this company is an scam to customers. WE NEVER WILL DO BUSINESS WITH THIS COMPANY AGAIN AND HIGHLY DON'T RECOMEND IT.

Protocool has the HOA contract for my building and it's a constant nightmare. My unit has two AC units and when the first one needed maintenance I called them because they are the "preferred contracted vendor" and were supposed to give me a significant discount. They ended up quoting me a price 60% higher than the competition on a new unit. So I was forced to use a company with more ethical pricing. Fast forward a year and water is pouring out of my second AC by the buckets. The techs said I need to buy a new AC and I did. But the water kept pouring in. It soon became obvious that the water is pouring into my unit from a Protocool managed master drain line and my unit was not even leaking. Costing me way over $5,000 that I did not even need to spend. Then when Protocool was notified about the issue they took days to come. When they did show up they refused to enter the building with the manager. They also refused to check the line they manage on the roof that's leaking into my unit. Then they said they could not come back for over a week. There was so much water pouring in from the Protocool master drain line. I had to pay separate techs to re-pipe the whole drain line to prevent further leaking into my unit. As you can see from the picture below even with the near vertical drain line installed a full pipes worth of water is near the top and about to start leaking into my unit again any minute. This has been going on for over a week and now Protocool says I need to call a plumber to fix my connection. We can all see from he pick my connection is fine and the water is pouring in from the outside in, not the inside out. Protocool is very busy and short staffed. So they over charge and have wait times longer than the DMV. Whatever you do never put your HOA contract in the hands of this unethical AC company.

Rip off! The only good thing I can say is they came out pretty quickly. The technician told us we needed a new condenser. The price was $500 and $135 service call. I told them the lady on the phone mentioned 135 came off of the price if we did the repair. I ended up talking to Chris Pompilio, the manager. He then tried to tell me the whole cost of the repair was $635 and then it was another $135 for the service call . Really? The guy showed us the breakdown of the cost. He’s just trying to add it back in. Meanwhile, my husband goes out to see if he’s actually replacing a condenser because that just didn’t seem right. IT WAS NOT THE CONDENSER IT WAS THE RUN CAPACITOR! Two completely different things. Two completely different costs. They try to confuse you by calling it an electrolytic condenser. Told him we will pay the service fee and my husband would get the $50 part and replace it himself. He then got sarcastic and said, "oh so your husband is a superstar?" At that point, I was so angry at them trying to take advantage of us, and then being sarcastic, that I lost my cool and called him a bad word and hung up. Not cool on my part but I lost it. Can’t wait to see what sarcastic response I get. Oh, and by the way, I gave them the check for the $135 but they wouldn’t accept it. They wanted my credit card, which I refused to give. Ended up having to Zelle. And Chris, my husband IS a superstar! ***UPDATE. My husband ordered the part for $19.99 from Amazon last night. It was delivered by 5 AM this morning and the AC was fixed in 10 minutes.