Why did it have to go wrong?!
Hidden Cool bought the company that installed our system. After initial discussions reassured me that the transfer seemed legitimate, I did book them for our annual service in April 2026.
This initial visit identified one pump that was causing issues but everything else was given a clean bill of health! We did accept the new pump installation - thankfully as the heat wave hit in these last weeks.
The only problem was that the systems on the upper story of the flat went out overnight on the heat wave. They were finally able to respond to check things out - and the service tech reported that everything was just fine and the units immediately came on. This situation was not the same as the hours when we made the call.
For nearly one month now, I have been trying to get a clear answer as to why the system would have done this - especially after a clean bill of health on those systems.
But, I keep getting told that my tenant did something wrong...he has been there for three years without any problems with the AC, so why now? No satisfactory answer.
I finally offered to split the bill and stay with them for another year of service - that way we both shared some discomfort in the outcome.
Basically, they told me that I was a bother and a nuisance for not accepting their incomplete answers. They had wasted clerical time for which I was not charged - hmmm, what about all my time and that my tenant could not use the AC?
Since I cannot get the needed answers, I am sharing my frustration. Hopefully others do better than I did with them.
Risposta di Hiddencool
Dear Kathryn,
I am sorry you had a negative experience with Hidden Cool Ltd.
As explained to you, Hidden Cool Ltd did not purchase the company that installed your units, it simply bought the domains and phone numbers.
You raised an issue with the units several months after the service was conducted stating that it was something our engineer must have done, despite the fact that the units were confirmed to be running the day by your tenant the day before the issue was raised.
We attended the property for a call out at your request, and confirmed the system was fully running with no issues.
There has been a lot of administration time going into backwards and forwards emails to explain what can cause an error, and one of the things that was pointed out to you was that it can occur when two units running off the same condenser are put in different modes, as one cannot cool whilst the other heats.
We have reviewed our records and interactions, and our notes indicate a different sequence of events where no one at Hidden Cool Ltd said you were a bother and a nuisance, and we tried to give you the information at every opportunity but it was not the answers you were hoping.
We wish you the best for the future.
Hidden Cool Ltd