PROTOCOOL Cooling Solutions

First time using Protocool and very pleased with the service. Chris, Scot and Ricky were all very professional and helpful. Scot even came back after the AC was installed to help us on a small problem with an air vent that was unrelated to the work they completed for us. Overall very happy.

Very frustrating process dealing with you. There’s no clarity in any of the processes. You are not coordinated on the different touch points you have with clients.

Want to reiterate you are in the trust business as you are the experts on AC and should provide confidence and clarity to your clients. They charged $95 for the first visit with the promise that it may be used in future services. When trying to use them, they refuse to apply the $95 arguing that it’s only on repairs and not on additional services.

For over 10 yrs, Chris and his team of professional servicemen installed and maintained my highly tuned Lennox AC. They have taught me many homeowner tips of maintenance care for both the outdoor and indoor garage handler that have saved me problems. PROTOCOOL has a great office team followup, and able to give prompt, reliable service, even a monthly care plan. You will be happy to choose them!!!

After contacting Lowes protocol subcontracted my air conditioning work. I found them to be and outstanding company. They were able to temporarily repair my air conditioner pending receipt of my new system that they installed. The Workman were excellent. I am very satisfied with this air conditioning company and would recommend them to anyone in need. Professional, experts, and great customer service.

I’m so in love with this company! We were without a/c for two weeks because of a broken fan motor. Two weeks. In the summer. In MIami.
We were trying to the get the part on our own and have someone put it In. When that didn’t work out, a friend recommended this company. SUCH a good experience from beginning to end. They went out of their way to get the job done quickly. We called them on a Friday afternoon, and by Saturday morning we had a/c again!!! The office staff was on top of things and kept us informed. The technician called ahead to be sure we were there and arrived exactly on time. He replaced the part, checked the system, and didn’t try to sell us any other service. Less than a day after we called, we had our a/c back. 5 stars no doubt!!!!!!

We have been using Protocool for many years. Customer service is great! Would not use anyone else! Our A/C stopped working on Tuesday afternoon. They came out immediately. So friendly and easy to work with.

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.

Chris came out and gave me a quote. He was nice and eager to assist. I installed the air conditioner a few days later, April 24, 2020. The service was prompt and the service tech was knowledgeable. So when my air handler died 2 months later I decided to call them back out. Did I mention that we have a service agreement with them and that they installed the UV light the year prior. Up to this point a 5 is earned. but the Lori person.

My experience this time around wasn't the same. Hence the lengthy post. I felt insignificant. I assume business is booming since it is now July. Why you ask. I left a message with the office Friday morning stressing how hot it is and asking for a quote. I was told that I don't need a consult because they already have a quote ready from the install done in April. No one emailed me so I called back over the weekend and Lori answered the phone. Mind you the website says 24 hour service. She is not nice to talk to. She made me so annoyed as we debated semantics. She just made the hot uncomfortable situation even more unbearable. i hung up soooo frustrated. She needs to learn how to de-escalate situations and not be so concerned about being right.
Anyway I decided to have another company install my air handler. He wasn't so annoyed with my questions and made me feel comfortable.

Chris Pompilio came to my townhome personally in 2008 to address my AC not working. He walked me thru the steps of what was needed and ultimately Protocool discovered that my issue was with Chinese drywall. My home was the first in Broward County to have been "diagnosed" with this problem. With Chris' guidance, I was able to resolve the problem (9 months later with Lennar taking full responsibility) and in the end, I had a newly renovated home, free of the issues resulting from the bad drywall, and a new AC unit to replace the Trane that Protocool sold to me. Since then, Protocool has been excellent in keeping regular service/maintenance ongoing with my unit to ensure it's getting what is needed to minimize downtime with the unit. I have worked closely with the office to schedule appts with my mom (she lives in the home now), set up payments. My mom tells me each time the service tech comes how nice they are, professional. Paperwork is thorough in explaining what was done, cost, time used, etc. I've always have a helpful, friendly experience and if I ever need to speak with Chris directly, he will make himself available. He gets the importance of exceptional customer service, something that I noticed the very first time we met which is why I chose to work with Protocool as his leadership in this area flows down to his team. 12 years later, I'm still a very happy customer.

My company called in Protocool to do a thorough cleaning of our vents due to some allergies myself and others in the office were experiencing. They were very professional, accommodating and timely with their work. Very happy with the results and would recommend.