TLDR: “It’s still not cooling” is one of the highest-risk HVAC complaints because it combines urgency, discomfort, and doubt (“did you actually fix it?”). If you respond slowly or defensively, the customer’s next step is often a 1-star review or a public rant. The right response is simple and repeatable: acknowledge fast, triage with a few structured questions, set a concrete plan, and confirm resolution. This article gives a practical playbook: what to say in the first 2 minutes, a triage script that separates perception issues from real failures, escalation thresholds, and follow-up messages that prevent public fights. You’ll also learn how to log outcomes so you reduce repeat complaints over time, and how VisibleFeedback helps you run the workflow consistently with instant alerts and status tracking.

Why “Still Not Cooling” Complaints Blow Up

This complaint is emotionally loaded because the customer thinks:

• “I paid and nothing changed.”
• “You wasted my time.”
• “It’s hot and you’re not taking it seriously.”

It’s also technically ambiguous. “Not cooling” can mean:

• system is running but not lowering temp fast enough
• airflow feels weak
• thermostat is misconfigured
• outdoor conditions are extreme
• a real mechanical failure exists (low charge, restriction, compressor issue, bad capacitor, etc.)
• the original issue changed (new symptom after repair)

If you treat every complaint as an argument, you’ll start a public fight. The goal is to turn this into a controlled triage and a clear plan.

Step 1: Acknowledge Fast (First 2 Minutes)

Your first response is not diagnosis. It’s ownership.

SMS acknowledgement template

Thanks for the heads up — I’m on it. I’m going to ask a couple quick questions and get a plan in place right now.

Phone acknowledgement template

“Thanks for calling. I understand it’s still not cooling and that’s frustrating. I’m going to take ownership of this and we’ll get you taken care of. Let me ask a few quick questions so we can move fast.”

What to avoid:

• “It was working when we left.”
• “Are you sure you set it right?”
• “That’s normal.”
• anything that implies the customer is lying or stupid

Even when you think it’s user error, you treat it as real until proven otherwise.

Step 2: Triage With Structured Questions (5 Minutes)

You’re trying to answer one question: Is this a real system failure, a perception/expectation issue, or a configuration issue?

Don’t let the customer rant for 15 minutes. Ask targeted questions.

The 5-question triage script

1) “Is the thermostat set to COOL and a temperature below the current room temperature?”
2) “Is the indoor fan running?”
3) “Is the outdoor unit running (can you hear/see it)?”
4) “What is the current indoor temperature and what is it set to?”
5) “Do any vents feel cold at all, or is it completely warm?”

Then one optional question:

• “Did it ever cool after we left, even briefly?”

These answers tell you what bucket you’re in.

Step 3: Sort the Complaint Into One of Three Buckets

This keeps your team calm and consistent.

Bucket A: Configuration / Expectation Issue (most common)

Signals:

• thermostat mode wrong, setpoint too high, schedule overrides
• customer expects instant drop in temp
• extreme heat load or doors/windows open
• “it’s not cooling” but supply air is cool

Response:

• walk them through settings
• set expectations (“it can take X hours to pull down”)
• schedule a check if you’re not sure

Bucket B: Airflow / Distribution Issue

Signals:

• weak airflow, certain rooms hot, others okay
• dirty filter, closed registers, blocked return
• fan issues, duct problems

Response:

• quick customer checks (filter, vents)
• prioritize a visit if airflow is truly weak

Bucket C: Mechanical Failure / High-Risk

Signals:

• outdoor unit not running
• breaker tripped repeatedly
• ice on lines
• system short-cycling
• no cooling at all, air is warm
• water around unit / drain issues shutting system off

Response:

• escalate internally
• schedule same-day if possible
• be clear about next steps and timing

Step 4: Give a Clear Plan (No Vagueness)

Customers hate “we’ll see.” Give a plan they can understand.

Plan template (SMS)

Here’s what we’ll do next: [action].
We can [time window].
I’ll follow up after [event] to confirm it’s resolved.

Examples:

• “We’re scheduling a tech today between 2–4.”
• “I’m going to walk you through thermostat settings now, and if it’s still not improving by tonight, we’ll come out first thing.”
• “Please check the filter and open all supply vents; I’ll call you in 20 minutes to confirm.”

A plan with timing reduces the urge to go public.

Step 5: Use One “Customer Check” (Optional, Low Effort)

You can often resolve or narrow the issue with one quick check that doesn’t feel like blaming.

Customer check list (pick one or two)

• “Can you confirm the filter isn’t completely clogged?”
• “Make sure return vents aren’t blocked.”
• “Set thermostat to COOL and 68, fan to AUTO.”
• “If you can safely look, do you see ice on the copper line?”
• “If breaker is tripped, don’t keep resetting it repeatedly—tell us.”

Keep it short. If you give a 10-step checklist, you look like you’re dodging responsibility.

Step 6: Avoid Public Fights (The Review Risk Rule)

If the customer mentions:

• “I’m leaving a review”
• “I’m calling someone else”
• “I’m disputing the charge”
• “This is ridiculous”

You do not debate. You escalate and move to private resolution.

Response:

I understand. I’m going to take ownership and get this fixed. I’ll call you shortly with the next step.

Then you call. A calm voice de-escalates better than text.

Step 7: Close the Loop (Day-Two Confirmation)

Even after you “fix it,” confirm it.

Confirmation SMS

Quick check — is it cooling normally now and holding temp today?
Yes / No

If No:

Got it. What’s the main issue now?
Not holding temp / Airflow / Noise / Other
We’ll follow up shortly.

This prevents “it broke again” reviews that land two days later.

Logging Outcomes (So You Reduce Repeat Complaints)

Track “still not cooling” complaints as a category and log a root cause:

• thermostat/settings
• filter / airflow
• extreme load / expectations
• outdoor unit not running
• low charge / leak suspected
• drain/float switch shutdown
• parts failure (capacitor, contactor, etc.)
• install balancing / duct issue

After a month, you’ll see patterns:

• certain neighborhoods with duct issues
• certain thermostat models confusing customers
• certain techs leaving without confirming setpoint behavior

That’s how you reduce callbacks structurally.

Copy/Paste Messages (Quick Library)

Initial acknowledgement (SMS)

Thanks for the heads up — I’m on it. I’m going to ask a couple quick questions and get a plan in place right now.

Triage prompt (SMS)

Quick questions so we can move fast:
1) Is thermostat set to COOL and below room temp?
2) Is the indoor fan running?
3) Is the outdoor unit running?
4) What’s the current temp and set temp?

Plan message (SMS)

Thanks — here’s the plan: [action]. We can [time window]. I’ll follow up after to confirm.

De-escalation message (SMS)

I understand. We’re going to take care of this. I’m taking ownership and will call you shortly with the next step.

Day-two confirmation (SMS)

Quick check — is it cooling normally and holding temp today? Yes/No

How VisibleFeedback Helps With This Specific Complaint

This is exactly the kind of issue that benefits from speed and structure.

VisibleFeedback helps by:

• capturing dissatisfaction quickly (one-tap follow-up)
• alerting the right person immediately (so it doesn’t sit overnight)
• providing structured categories to start triage fast
• tracking status until resolution so the issue doesn’t slip
• sending confirmation prompts so you close the loop

The result is fewer callbacks and fewer public blowups.

Bottom Line

When someone says “it’s still not cooling,” treat it as a high-risk moment:

• acknowledge fast
• triage with a few structured questions
• set a concrete plan with timing
• confirm resolution the next day

Do that consistently and you’ll prevent a lot of callbacks and a lot of 1-star reviews.