PROTOCOOL Cooling Solutions

They charge a $95 diagnostic fee. Fair enough, I don't expect anyone to work for free. Usually most companies will apply the diagnostic fee towards the repair. Not Protocol. Ok I can agree with this even though I do not like it. Called about an Issue, tech came out and diagnosed the issue and I agreed to the recommended corrections. A few days later the same issue occurs and they want another diagnostic fee to come out again. This is not my first rodeo. Every reputable company I have ever dealt with in the past will always stand behind their work and not charge for follow up calls regarding the same issues. If you like to just throw money at a problem without question, this could be the company for you.

Pretty much an immediate response to a Sunday call for service when our AC compressor failed to come on. With 90s outside, it stated heating through the morning until I noticed the temp was well over the set point. Not happy with our previous service, I recalled our former neighbors had an AC dealer relative. They sent phone number for ProtocoolAC and called right away. Quick response by receptionist got me to the tech scheduler within a few minutes. She said once tech finished his prior job he would be here next - in about 30 min he was at the gate. Quickly found problem was capacitor starter for compressor was fried. He showed me that previous repair used an inferior part. He installed a new US made capacitor and checked out the full system just to be certain nothing else was in trouble. All checked out and unit has been back up and running well. Considering it’s a Sunday on a holiday weekend, we were thrilled to get such prompt service.

I’ve used PROTOCOOL for years and they are the best of all the other companies that I’ve dealt with. Several years ago I owned a large home with two A/C units. If I ever had a problem, PROTOCOOL was at my home within hours to fix the problem. Now that I’m in a condo, I still use PROTOCOOL for service. During our last hurricane, a tree fell on my A/C unit crushing it. Chris was at my home within hours with a new unit and I had A/C restored within two hours. Two days later, the HOA’s service rep showed up and wondered where my top of the line unit came from. (They use cheap units here). Since the new installation, my electric bills have gone down and it’s very comfortable here when set to 78 degrees. Fantastic company and service.

I purchased a top of the line Trane system from Protocool in November of 2022. I dealt exclusively with Chris Pompillo, and he was extremely knowledgeable, patient and answered all my questions. He knows his stuff "cold" - no pun intended. A gentleman and a true pleasure to deal with. He even made some excellent suggestions that none of the other people I interviewed even thought of making.

Last Friday, I had an issue with a mistake that the company made by ordering the wrong replacement filters. After a frustrating afternoon going back and forth with the office in order to obtain the replacement filters, Chris knocked on my door at 6:30 p.m. - on a Friday evening - with two brand new filters - the correct ones that I ordered and paid $150 for a week earlier, because he knew that I was somewhat frustrated due to the clerical era of ordering the wrong filters for my brand new system. If that is not customer service I do not know what is.

He did not have to do that, and I fully did not expect it, however, that shows that the company, or at the very least Chris, is at the height of professionalism and, together with his extraordinary knowledge of cooling systems and talent and explaining them to a lay person like me .

I will never forget this interaction.

Stick with Chris - You won't regret it.

Thank you.
Josh Herschberg

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 was very responsive and got a technician to my home the same day. Alan was professional and got the problem taken care of in no time. Would highly recommend!

This is a great company.
Jazmin is a great customer service rep. She listens to your needs, communicates and follow up.
Dan is a great technician/mechanic. He is very professional and knowledgeable.

Technician John was friendly and knowledgeable.
But service was WAY too expensive! $425 for replacing a few inches of pipes!!!!

Chris & his entire team at Protocool are true professionals!
Dan (technician) is a great guy, very accommodating, & very knowledgeable. This is the 2nd Trane AC System that I buy from Chris. The first one lasted 13 plus years! Great Operation!

Avoid this company!! After just buying a brand new AC unit from Protocool the unit broke within 2.5 years and they did not honor their proposal. Very unprofessional and shady company, I do not believe any of these 5 star reviews. You have been warned. AC unit still not working !