Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company was assigned to me by American Home Shield on 8/21 because my downstairs AC unit was not cooling. They sent a tech on a Wednesday. When he arrived I could smell alcohol on him and he was slurring his words. I told him I wanted him to check the unit in the attic not just outside. He looked at the unit outside, returned in 5 minutes, and told me that there was a leak and I was down 4 pounds of freon. Of course terrible AHS only covers $10/lb so I had to cover the other $140/lb which was $560. I asked him again if he needed to go in the attic and he assured me that wasn't necessary because he fixed the leak on the unit outside. The next day, Thursday, I noticed the unit wasn't cooling again. I called AHS to have them send a tech out again. I reach out to another company to get another opinion on the issue. Both of my units were 18 years old so I knew I needed to replace them but I was trying to get through the summer first. Anyway the other company came out by 1 pm on Friday. They went in my attic and immediately noticed some white goop collecting at the bottom of the unit. The new tech said that AC Rescue basically sprayed leak stop outside and that was their "fix" which resulted in freon loss again less than 24 hours later. I called AHS to lodge a complaint. I waited two days for a call back and they basically said there's nothing they can do. I called AC Rescue to see what they would do. I spoke to someone named ****** who was rude and condescending and blamed me for not calling sooner. It's been 1 week since they were here and I didn't know their tech lied and didn't fix anything UNTIL the second company came and told me. I told her I wanted to speak with another manager or the owner she responded that she's the only manager. I then mentioned that it's funny that her name is mentioned in a lot of these terrible reviews and I understand why. She told me that if all I'm going to do is complain and leave bad reviews that she's not going to do anything.

  Business Response

  Date: 08/29/2024

  A/C Rescue went to the property on 8/21, which A/C Rescue never got a call from you that you had any issues with the tech or anything about you being displeased with the tech at the property on 8/21. Again, when **************** *** called you on Friday 8/23 to get you same day service there was no mention of any issues at the home or any displeasing factors. It is a he said she said factor as the tech stated that was not the case here but either way If we were made a wear of you not being happy or pleased with any ***airs we would have sent out to service manger the same day to review the system for you. We have to ***air until no longer ***airable per the home warranty company. If there any an issue with the coil , We would have sent it into the warranty company and you would not have owed for any more refrigerant with the warranty company. Leak stop is not "white" in color and there is no indication of leak stop being put into the system . We do not get to speak for the warranty company and the delays on calling you back . You as a home owner made a decision to ***lace your systems and not use the home warranty company or there upgrade program when moving forward with a company outside of the home warranty company. Upon our conversation due to the customer being displeased, I the owner have mail a check to the home owner for a full refund of the $560.00.

  Customer Answer

  Date: 09/04/2024

  I have reviewed the business response and accept this resolution as I received a full refund. 

• Initial Complaint

  Date:04/17/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November/December 2023 I was contacted be ** rescue via American Home Shield. the contractor arrived to repair a furnace issue and decided it was too old for repair. **Repair then tried to quote me a large fee to replace the entire furnace even after the *** warranty fee. I asked why these costs were so high? I spoke with a clueless individual at the company who turned out to be the owners Son, he went on about permit fees and UV coatings etc. when I told him dont worry about any of that, he said they have to get permits from the city. When I told him I can get permits very easily as long as they have a TX ** lic. As a business owner in my city, I am well versed on the permitting process and the permits are no where near the prices they quoted. I spoke with the owner who proceeded to talk to me for 45 minutes on how his technicians have to eat and how they have so many years of experience etc.etc. I advised him, your business matters are none of my concern. you can either perform the work you were contracted to perform by ***, or you can tell them you don't want to perform the work and it'll get done by a reputable company. The owner then told me he wants to be "honest" and do the right thing especially since there is an elderly person living in the home. I said Okay... he agreed to send a "senior" tech to my home to inspect the unit. I agreed to have this done. The tech arrived and installed a board and the furnace was up and running in less than an hour.NOW 4/17/2024 I notice the upstairs ceiling getting wet (air conditioners are starting to run) I immediately went into the attic to notice the same unit the company "repaired" in the winter was now overflowing in the ** drain pan. I noticed pan was not draining I scooped out the water and noticed the drain line clogged. I took it apart to find a bottle cap had been wedged into the pvc elbow in such a way it had to be taken apart and placed there on purpose. sabotaged by ACRescue.

  Business Response

  Date: 04/29/2024

  We came through American Home shield in November and found your heating system in failure . We then sent that information to your warranty company which they make a authorization on any cost with the policy you signed up with them. We have no control on the cost or which policy you signed up with your home warranty company. We then sent our service manager out to confirm your heating system was in failure, which it was the information still stood. You were with the techs the whole time and he even showed you everything. We DID NOT touch your drain line in any way shape or form. We see you have a newer coil from 2019 that was installed by someone else ... unsure if that happened when they did the install or not. We did not touch your drain line by any means and did not wedge anything into you drain line. We were there for your heating system and that's what we worked on and diagnosed Which then you cashed out with your home warranty company and got money from them to do the repair with any one you would like to.  Note: The foreign item is rusted in color so we are unsure when or who or what did that but we did not touch your drain line. We are preferred contractor with the warranty company and in the business to make repairs not to cause issues. We DID NOT sabotage your system by any means. Sorry you are having an issue but we did not do any installs at the property as you declined. Thank you 

• Initial Complaint

  Date:09/05/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I use the home warranty company American Home Shield. When I had an ** issue on 6/5/23, where my monitor says "HV** Power Lost" and the ** will go out for hours at a time - I called and paid AHS and they sent the vendor A/C Rescue, Inc. The technician ***** said all the water and sediment is going through one pipe under the sink and when it gets clogged, it needs to be cleared out and that it happens all the time, and nothing can be done besides clearing it out. The problem happened again on 6/10/23 and again A/C Rescue came and ***** said I just need to keep calling whenever this happens because it can happen all the time and nothing can be done besides clearing the pipe. I said I haven't ever heard of that before, but he reassured me. Then the ** had the same issue on 9/1 because the monitor again said "HV** Power Lost" and the ** was cutting of for hours at a time. I called AHS and the same vendor A/C Rescue sent another tech, ******. He said it is the same issue, but he said it'll keep happening if a plumber doesn't fix the pipe. I said, so it can be fixed? The last ***************** said it cannot be fixed. And ****** said "this is a new day move on" I said "I am moving on, but I am also paying each time" And he abruptly said he won't fix it and is leaving. I told him to put my sink pipe back together. He put it back, but left the ladder down in my attic, which I can't put back together and he shut off the ** so it won't work anymore and then he left. It is 105 in *********, ** this week and over Labor Day weekend my children and I had to sit in a burning house. I spent more money buying fans and I could do nothing about it. Today, Tuesday, 9/5/23, I called the manager, ****** at A/C Rescue and told her what happened and she cut me off and said we will not send anyone to your house again because of how you treated the tech. As a paying customer, I don't have the right to say, "how come I wasn't told that before?" I didn't yell - that is all I said.

  Business Response

  Date: 09/05/2023

  We went out on behalf of American Home Shield on a Labor Day weekend, Which my tech ****** ( a Sr. **** who has been doing this trade for over 20+ years) was trying to figured out and drain issue you have had at the property which you started yelling and screaming at him from an drain line issue from June and even an issue prior issue for you to that.  While he was working he asked you to please stop yelling and screaming while working under the sink or that he would leave and you screamed at him to leave. For his safety and well being he did ask you requested and left the property . When speaking to the service manager, the tech that was a the property and the previous tech no one felt safe to come back to the home due to your behavior. We collected no money from you , we have notified American Home Shield of the issue and will not be returning to the property ever. Please reach out to American Home Shield for any other issues for your property. 

  Customer Answer

  Date: 09/05/2023

  I had to call another AC technician to come out today on 9/5/23 because we have been dying with 105 temps outside in *********, ** - and this technician showed me that ****** from A/C Rescue did not put our pipe back together so he created a leak under our sink for 3 days, and our AC had been working, but he also pulled out the plug from our unit on purpose. He pulled the plug so we would suffer in this heat. Now the company won't respond or take any ownership of what their employee did. 

  Customer Answer

  Date: 09/06/2023

  Hi - unfortunately, the company is able to lie and get away with it. The first attachment shows the notes from another company, Hardy Air,  that I had to call. ************** said the unit was unplugged in the attic even though my unit was working, ****** unplugged it so I would be without air for 3 days.  He also said that the pipe under the sink was left loose so that water was leaking under my sink for 3 days. Does this sound like an ethical company. ****** has completely lied and from other ****** reviews of this company, it looks like they will continue to get away with lying. I never yelled, screamed or even raised my voice. I have a son with autism who was in the next room - he would have been alarmed if I had yelled. I brought ****** towels when he asked me to and he said that the problem would keep happening until a plumber fixed the pipe. I asked, how come I wasn't told this before and this is my 3rd service call? He said It's a new day, move on. That response is not appropriate, but I said, well I have to pay each time so it does matter to me. Then he argued, you didn't have to pay, this was a follow up call. I said I did have to pay because it was more than 30 days. Then he said "I'm not doing this, I'm leaving" I said okay, but you have to put the pipe under the sink back before you leave.  Then I walked away and called the agent ***** at ** Repair.  I never yelled or screamed, but as long as companies like this are able to act anyway, I guess they'll keep doing it. When I called *****, I explained what happened and asked if ****** has any mental issues to act this way. ***** repeated over and over, stay away, just stay in another room. I said to him that all ****** needed to say was, "I"m sorry mam, that this happened that we didn't catch this before."  Everything else he said was not appropriate. I've been a homeowner for 25 years. I have never experienced something like this. I would never yell at a service person. That never happened. But he did leave my ** unplugged in the attic on purpose knowing it was 105 labor day weekend. That is unethical and I'd like an apology from the company.  I did say to *****, that my son was going to have his birthday party the next day and that we need the ** working. When my son who has autism *********************** on the phone - because he called his supervisor or someone, he was loudly saying she was screaming at me and now she's in the other room crying, my son got very upset and he said he felt unsafe.  By this time, ****** already had left, but I was on the phone with *****, and I saw my son grabbing things to throw because he was melting down. My son has had severe meltdowns and has eloped from the home whenever he gets so upset; he's been in the hospital several times this year, so when I saw him grabbing things to throw, I said "**** put that down, stop it right now"  And then I said to *****, my son has autism and he *********************** talking and now he may end up back in the hospital. This was recorded on the line with *****, and they are using this to say that I'm unstable? I have a child with autism. He is really struggling. I would never scream at any technician who came to our house, but I especially would never cause a disturbance in my home, knowing my son's emotional state and his disability.  ******'s behavior affected our family. It is not okay what he did, and he left us in this heat purposefully. That is the most unethical behavior and that this company is condoning this is horrible. But as he has lied, what can really be done? It's unfortunate. 

  Business Response

  Date: 09/28/2023

  We do apologize how the experience went. The tech was still in the process of working and knew the system was unplugged and the attic stairs were still down as he was still actively work on the system on labor day weekend, when you requested by screaming at the tech to leave the property, he did as such and called the service manager which reached out to the another tech who has been to the property and the previous tech also declined due to your behavior to go back to the property for his safety and well being. We do understand there is two sides to each story but when a tech is requested to leave a property by the homeowner, he is instructed to due as such. The calls are recorded and due to respect to you and your family we will not repeat what you stated to or about your son during the call with the office. We have many customers who only request ****** as he is a top tier tech who has been in the **** service field for 20+ years to demean the tech that was helping you by saying unethical is far fetched as he was actively helping you and trying to get a issue resolved for you that per your words has been going on for years. We wish you all the best to you and your family and sorry we were unable to complete the job at hand but we are glad someone else got this fixed up for you. 

  A/C Rescue 

  Customer Answer

  Date: 10/02/2023

  I am rejecting this response because:   I never screamed at the tech. He is completely lying. I said I was not told about the issue before and that I had to pay again, he said move on it's  new day. I said, it may be a new day, but I have to pay. He said, "I'm leaving" I said "you can leave, but not until you put the sink pipe back." At that time, I did not know that the ladder was down and the unit was unplugged. But he did know that!  And as hot as it was, his actions were unethical not to let anyone know about it, he just walked out, leaving us in that condition. My AC was working, but he made sure that we suffered in the heat.  The other tech had been to my house 2 times before with no issues, but he said he was scared to come to my house?. I have been with American Home Shield for years and have never "screamed" at anyone.

  I have a child with autism and that is my number one concern. I try to keep it calm in my home. I did not scream. My son started to panic and started to grab things to throw because he said he felt unsafe the way that the tech was talking, not the way I was talking. The tech was in the bathroom near my son's room, he heard him talking on the phone about me and he said he felt he was going to do something to us because the way he was talking made him feel unsafe. 

  It really doesn't matter at this point. A/C Rescue has many complaints listed on BBB connected with American Home Shield, I've read them, I know that I'm not the only one who experienced their unethical behavior. There are also numerous complaints about them, along with American Home Shield on ****** Review and Yelp. What does it really matter? Is anything being done about it. They'll continue to treat people in this way. I never yelled or screamed. This man came into my home, unplugged our unit knowing it was 105. Spoke in a manner that made my child feel unsafe and then left.. No one reached out to us saying your unit is unplugged, we are sorry, we can't fix it. They just left us to suffer - it was that hot that weekend in ******. This is the worst type of business. They are scammers. They're complete liars. 

  I left American Home Shield due to this. I complained to AHS and they at least reimbursed my money for the call to the tech. They at least apologized and tried to keep my business. A/C Rescue are unethical cheats. I stand by what I said. I know what happened.  They're a horrible company and I'll share that as many times as is needed. 

  ***************************

• Initial Complaint

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a new evaporator coil installed for our Living Room A/C unit through a service request placed with our home warranty company with A/C Rescue. Even though the evaporator coil itself was covered, there were still over $2,000 in additional expenses, the majority of which was refrigerant replacement. We had a recall order placed when it stopped working and the person that came out immediately was rude and accusatory. He left without resolution and after he left, we found that our thermostat was not connected to our unit and both of our hot water heaters had the pilot light turned off. We called to get resolution from the company and they were further rude on the phone.

  Business Response

  Date: 09/28/2023

  We have sent the senior tech out and resolved the issue at hand. Please reach out to your home warranty company if you are having any other issues. Have a Blessed Day. 

   

  A/C Rescue 

• Initial Complaint

  Date:06/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a service plan with American Home Sheild. We have their best plan which states " NO MAINTENENCE RECORDS REQUIRED" ALL REPAIRS WILL BE COVERED. When they came out and diagnosed the problem, they stated that they found a clogged or dirty condenser and a clogged line drier unit. They are denying coverage due to maintenance issues which contradicts what is stated in our contract. We will also file a complaint against the warranty company. So, I decided to research the line drier and found that a dirty condenser would not cause a clog in the line drier. I also have a statement from another vendor stating that fact. The line drier is a sealed unit. It is where the Freon travels back and forth. There is no way dirt from the outside can enter in and clog the drier unit. As a matter of fact, I do maintain my units and have cleaned that unit early on in the spring. We live in the country and there is a lot of construction going on around us and yes, the condenser has gotten dirty. The technician called me to explain what was wrong and never mentioned to me that the condenser was dirty, nor did he say that was the cause. Home ****** has 3 plans. We have the best plan they offer. I also feel AC Rescue does not know what our plan offers and communicated to them that the dirty condenser was the cause of the problem when in fact it has nothing to do with it. And if my contract states no Maintenace schedule is required, then that should not be an issue for denial.

  Customer Answer

  Date: 06/23/2023

  I think I have the wrong address on a complaint I filed against AC Rescue The proper address is: ********************************************,
  
  Sent from ************************* ***********************

  Business Response

  Date: 06/23/2023

  It is not our job nor responsibility to know what your contract does and does not cover.  We are to go to the home and present AHS with our professional opinion.  They and THEY ONLY make a determination on whether something is covered or not.  We provided pictures of your equipment to them and they determined that based on its condition they would not cover any failures.  We did not tell them that anything had gotten into the line drier, we simply stated that it was restricted which is 100% correct. Your issue is with your home warranty company and not AC Rescue.  

  Customer Answer

  Date: 06/23/2023

  Your diagnosis was totally wrong. It is not the line dryer. I had a second opinion and they say it is not the line dryer but something totally different. I do not have a copy yet. But will forward it to you. The guys just left. They also told me no way dirt would cause internal clogging. You are to blame for the way it was written up. Even if it was the line dryer anyone can see how old it is. It is probably 20 plus years old. If your diagnosis was correct it would have needed to be replaced anyway based on age and nothing else

• Initial Complaint

  Date:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have AHS and getting my HVAC work orders moved to another contractor. AC Rescue is an unethical company trying to milk warranty and exploit both AHS and me the customer. Agent ****** and supervisor ******** extremely rude condescending. Changed diagnosis from tech diagnosis on-site. Tried to upsell inferior low sear system to replace previous replacement of compressor. This unit now requires warranty work described by technician and agent told me I was not smart and that was wrong during agnosis and required full relaxement did not stand behind warranty or technician ******. They then recommended yet another full replacement unit for pvc pipe issue. Also the warranty work they did for compressor open new ticket is work they previously did less than 90 days ago. New issue never diagnosed or dispatched. Will never have AC rescue on my property again. Very low ethics company extreme rude condescending support staff. My time is very valuable and I write up taking time write negative reviews of ACRescue to protect others.

  Business Response

  Date: 07/07/2023

  The original complaint states for BBB information only which is why we didn't respond. The customer is disgruntled with the way his home warranty works and that is out of our control.  We would suggest he read his policy carefully before making accusations about a service provider.

  Business Response

  Date: 07/12/2023

  The original complaint states for BBB information only which is why we didn't respond. The customer is disgruntled with the way his home warranty works and that is out of our control.  We would suggest he read his policy carefully before making accusations about a service provider.

• Initial Complaint

  Date:06/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They visited me as part of my Home warranty, technician told me that I have leakage due to bad damper motor which not covered under warranty so I paid them additional $400 to fix it however over the time i learned that this didn't fix the issue. when I call them back to check it out- they said damper motor has nothing to do with leakage. overall I feel ripped off and there no courtesy to at least checking it out. I even offer paying more if there is a different reason.. bad experience.

  Business Response

  Date: 06/15/2023

  Without a property address I am at standstill.  I do not know where the service was done so I cannot pull the history.  But a damper motor in failure can cause leakage due to the airflow not circulating properly leading to excess condensation, hence the leakage.

• Initial Complaint

  Date:06/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had an ** tune up done by ** Rescue on 4/20/2023 via my home warranty company. I paid them $375 for R22 freon. ******, the technician stated I had a leaky valve. The unit was put back on heat after the service was completed. I turned the ** on 5/6/2023; no **. **** with ** Rescue came back on 5/11/2023. There is zero freon in my system and he cannot tell me why. His diagnosis, leaky air handler. The quote sent to my home warranty company to fix my air handler included 10lbs of freon @ $125/lb for $1250; no credit for the $375 that I have already paid. Addressed with home warranty company; told to discuss with ** Rescue. Spoke with ******, ** Rescue on 5/17/2023; told to discuss with home warranty company. ****** could not tell me why there was zero freon in my system after they did the tune up. His response, it just happens. I worked in the operating room for many yearshow do you think the family would feel if their love one died and my response, it just happens. I notice the pattern of complaints is always the same thr customer is caught between the home warranty company and ** Rescue.

  Business Response

  Date: 06/06/2023

  Your home warranty company nor AC Rescue can warranty freon, particularly R22 which is no longer in production because the *** recommends all systems be filled with R410A freon.  To do this requires the replacement of your system.  An HVAC unit is a sealed, pressurized system and it is true that a leak can happen at any time for any reason, and unless we are standing there to witness it, we won't ever know how or why it happened.  To compare that to a person's death is a little extreme.  A man made product is not something anyone has control over. The freon that was put in @ your tune up was on your outdoor unit (condensor) and the 2nd visit the leak was found in your indoor unit (Air handler).  You have cashed out with your warranty company which means they have paid you for the work that was submitted to be done so we will not be issuing any kind of refund as the initial work we did is unrelated to this repair.

  Customer Answer

  Date: 06/06/2023

  I am rejecting this response because the tune up performed by AC Rescue assessed the indoor air handler and the outside condenser.  I am not an AC subject matter expert, however, your reason for me having ZERO freon in my system after you performed an assessment and tune-up on 4/20/2023 does not make sense.  I paid you $375 for nothing...ZERO freon on 5/11/23 when **** came.  I don't think the type of freon that my system uses has anything to do with fact I had ZERO freon on 5/11/2023.  ********** to my warranty company was unacceptable, therefore, I cashed out with them to find a vendor that I trust.  You still owe me $375 for ZERO freon services.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My ** system was not functioning properly.3/23/23 Called my warranty to have my ** serviced or repaired. I was advised to first do a Tune Up ticket where they can assess the unit and determine if a repair is needed.3/23/23 Entire Air was the contractor assigned.3/23/23 Entire Air advised me that a repair is needed, the system was obviously leaking from a visual inspection and the drip pan being full. No leak test was needed since it was obvious. A repair ticket was needed.3/23/23 Called Warranty for a repair ticket. Ticket created with a service fee ($70.00) to be paid at the time of the repair. ** Rescue **** was assigned to do the repair service.3/28/23 ** Rescue assessed the unit (attic and side of the house) and told me it will need to be repaired. He told me the only way to do the repair was after I paid for a leak test ($120.00). I didn't understand why he Needed to do a leak test if Entire Air visually observed it and showed me the pan being full. I have infants in the house so I needed a functional **. He advised the leak was the only way to get the repair order through to be able to do the work.4/3/23 My warranty advised that ******************** was assigned to the repair. 4/11/23 the ** was repaired by Entire Air. Now that I had a functioning ** I was able to follow-up with being charged for a leak test by ** Rescue when it was NOT NEEDED. 4/12/23, 4/13/23, 4/14/23 and 4/17/23 called warranty to inquire why I was charged $120.00 by ** Rescue when they didn't do any work. I was told the warranty will call the contractor and follow up with me with an answer. I was told a supervisor would call me within 24 hours. I advised them if I don't hear back I will be disputing this charge with my bank. 4/17/23 called Entire Air, I asked if he did a leak test, no it was OBVIOUSLY LEAKING there was no need to do one. I asked if ** Rescue's leak test was used to help him do the repair, No he doesn't know what they did but there was NO NEED for a leak test.

  Business Response

  Date: 04/19/2023

  You pan being full would indicate a water leak not a FREON leak as freon is a gas and you cannot see it leaking.  A leak test was needed to determine if there was a FREON leak in your system, which there was.  Essentially we did the work for the other HVAC company as they refused to initially accept the repair work order otherwise we would have never become involved.  If they are **************** of equipment without a leak test then they are taking a guess on what the problem is and hoping the repair works.  When we were told that the other company said there was a leak but had not performed a leak test, we advised your home warranty company that they needed to come back out and complete the repair instead of pushing it off on another company so they did not incur the expense.  We are not liable to refund you any money as we did do a leak test which is not covered by your home warranty company.

  Customer Answer

  Date: 04/19/2023

  I am rejecting this response because:   The Repair was done without me being charged a leak test. He did all the work the ** is now working great he told me he didn't need to do a leak test. He did not use your leak test to do the repair. The leak was obvious and he submitted his notes on the invoice. Your contractor did not need to do a leak test for my warranty to cover the repair that was your company getting money for something not covered under the warranty and taking advantage of a consumer. I only agreed to pay it because I was told that was the only way for the warranty to cover the repair or the work to continue, this was not true as the other contractor did it without the extra charge. This is a scam for extra work that was not needed.

  Business Response

  Date: 04/26/2023

  You need to reach out to your home warranty company to confirm that they do not in fact cover leak tests.  We are not refunding you any money for something they authorized ** to charge.  Have a great day.

  Customer Answer

  Date: 04/26/2023

  I am rejecting this response because:   I did not have a functioning air conditioner. I had small children and the heat was making them feel the effects of heat exhaustion. I am not disputing that I DID authorize the charge and I understand the Leak Test was NOT covered under my warranty, but I was told by the technician that the only way for them to move the repair along and do the work was that I NEEDED to do a leak test (after telling me it needed to be repaired).

  So my options were: to pay for a leak test which was "needed" per the technician OR not have a functional AC unit and put my kids in harm because my warranty would not cover the expenses per the technician saying I NEEDED TO DO IT. 

  The leak test was NOT required by my warranty, it wasn't charged by the contractor that actually did the repair. So the technician saying it was needed or the repair could not be done was a LIE and taking advantage of someone who doesn't understand AC units and home warranty processing. 

  This is a scam charge to ensure they get paid just incase the warranty company didn't select them to actually do the job at least they got a few dollars from unknowing customers. 

  I AM SO GLAD THE WARRANTY DID NOT CHOOSE THIS SCAM COMPANY. I can't Imagine how many other expenses they would have said were "NEEDED" to do the actual repair.

• Initial Complaint

  Date:09/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Service: August 20th 2022 Service From: American Home Shield (AHS) - (Dispatch No: XXXXXXXXX) Business committed to provide me: Ac Rescue came and did the diagnosis for my Upstairs A/C not working properly. As per AC rescue diagnosis sent to the American Home shield, the problem is to replace TXV unit in AC system. There was two options given from AC rescue to me. Option 1 : If AHS approve my claim then AHS will take care of the entire cost. Option 2: If AHS denied my claim, then my total estimated non-covered cost (out of packet) is $320. Unfortunately, AC part (TXV) is not covered by AHS and I got an email from AHS to get my approval for the 2nd option. I approved the email I got it from AHS to proceed with my 2nd option (out of packet money option- $320) to fix my AC. I called AC Rescue to honor the 2nd option (out of packet money option- $320) to continue their service and fix the problem. They refused to do the service for $320. Now they are asking me $900 to fix this issue. They blame AHS for the hike in money and asked me to call AHS not them. But when I call the AHS, they cleared said that they approved out of packet option to AC Rescue and asked me to pay $320 to continue the service with AC Rescue to fix my AC problem. I have been calling AHS and AC rescue for the last three weeks and the problem is not fixed. I have a little at my home and the upstairs unit thermostat is always showing 81 degree all the time even though I put downstairs AC in 74 degree. Both (upstairs & downstairs) unit are running 24 hours but still it is very hot inside for the last one month. With outside temperature of between XX - XXX degrees for the last few months we have been suffering a lot because of AC Rescue issue. Please help us to solve this problem. I uploaded the supporting documents for your review.

  Business Response

  Date: 11/01/2022

  Business Response /* (1000, 5, 2022/09/26) */ Contact Name and Title: Amanda - office manager Contact Phone: XXXXXXXXXX Contact Email: ************@gmail.com We are not responsible in anyway for AHS giving you misinformation formation. As you are aware their customer service department is outsourced overseas and we have encountered this situation many times but your issue & complaint is with AHS; not A/C Rescue.