Verified Company
I've used BeCool for a while and their engineers have generally been professional and thorough. However, I've become increasingly concerned about the cost of maintaining my system with them.
The original installation/replacement cost was around £2,500. This year alone I've paid: a £282 call-out fee, a £180 annual service fee, a further £198 call-out fee, and £1,032 for "advanced diagnostics." They are now quoting £1,560 (£1,300 + VAT) to fit a replacement valve that MHI is supplying free under the parts warranty — for labour only.
I was also uncomfortable being asked to pay the £1,032 diagnostics charge upfront, with no guarantee it would identify or resolve the fault, and with the engineer indicating he'd otherwise leave with no clear timeline for when he could return.
Worth noting: this was also the first time an engineer tested the heating function on my unit. Shortly after that visit, the system stopped working and led to the valve fault now being diagnosed. I can't say for certain the two are connected, but the timing was notable.
Overall I've found their rates high relative to the work involved, and would recommend getting comparison quotes before committing to any work with them.
Also, be prepared to pay upfront and then have to fight to receive a partial retund when you've overpaid for the work that was actually required.
Reply from Be Cool Refrigeration & Air-conditioning
2026.09.23
Thank you for leaving a review and for your positive comments regarding the professionalism and thoroughness of our engineers over the years.
We would like to offer some clear context regarding the costs and warranty details mentioned. Your system was installed over 5 years ago. We have fitted identical systems in over 10 other apartments in your development that continue to run smoothly, but component faults can naturally occur after five years of operation due to standard wear and tear. Under standard industry terms, the manufacturer warranty (MHI) covers replacement parts only, not the labor costs to fit them. While annual servicing is optional for clients, manufacturers require regular maintenance to keep their parts warranty active.
Regarding the diagnostic work, the fee covered an extensive, multi-hour investigation by a team of qualified engineers. To accurately trace the fault, the system had to be fully decommissioned and leak-tested in strict compliance with F-Gas safety regulations. This thorough diagnostic process is what allowed us to pinpoint the specific valve issue.
Our labor quote to fit the replacement valve was provided upfront in full transparency. We strongly believe our rates remain fair and highly competitive in today's market for the level of technical expertise, time, and safety compliance involved. However, you are under no obligation to use our team for the repair and are completely free to seek alternative quotes from other qualified engineers.
We appreciate your business over the years and remain at your service should you wish to move forward
We would like to offer some clear context regarding the costs and warranty details mentioned. Your system was installed over 5 years ago. We have fitted identical systems in over 10 other apartments in your development that continue to run smoothly, but component faults can naturally occur after five years of operation due to standard wear and tear. Under standard industry terms, the manufacturer warranty (MHI) covers replacement parts only, not the labor costs to fit them. While annual servicing is optional for clients, manufacturers require regular maintenance to keep their parts warranty active.
Regarding the diagnostic work, the fee covered an extensive, multi-hour investigation by a team of qualified engineers. To accurately trace the fault, the system had to be fully decommissioned and leak-tested in strict compliance with F-Gas safety regulations. This thorough diagnostic process is what allowed us to pinpoint the specific valve issue.
Our labor quote to fit the replacement valve was provided upfront in full transparency. We strongly believe our rates remain fair and highly competitive in today's market for the level of technical expertise, time, and safety compliance involved. However, you are under no obligation to use our team for the repair and are completely free to seek alternative quotes from other qualified engineers.
We appreciate your business over the years and remain at your service should you wish to move forward
