ComplaintsforRescue Air and Plumbing

• Initial Complaint

  06/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased new hvac unit from them 3 years ago. Since then the air conditioning starts blowing hot every month. I call and have to wait 3 days in 95+ weather. They have no interest in fixing the problem. They send out techs who tell me they've never worked on one of these units. I would like someone to fix this permanently. They have no interest in their long term customers.It's too much money for something that doesn't work and a company that doesn't care. Just fix it permanently or replace it.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have service agreement with rescue air. They are not willing to schedule service. They are unwilling to have a manager call to discuss.

  Customer response

  06/10/2024

  Rescue Air finally responded. They satisfied the complaint to my satisfaction.

  

  Business response

  06/10/2024

  We spoke to the homeowner through our messaging system on 6/7/2024  and setup an appointment for him for 6/8/2024. One of out service technicians went out and performed the maintenance on 6/8/2024. 

  Customer response

  06/10/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 19, 2023 *** came out to fix a noise coming from my air conditioning unit above the ceiling. He fixed it by putting a hole in my custom cabinets and rigging up some sort of contraption that stopped the noise but didnt solve the problem. at the time I thought that was the best he could do. I paid $208. with check #*** and also signed up for yearly maintenance. He copied my credit card information at that time. The noise from my air conditioning unit continued and got louder and I called rescue air and heat to come back out. They sent two guys out who told me the unit was not fixable, and that I needed a completely new unit for over $4000. at that time they looked at what *** had done the first visit, and told me *** left the company and that it was ridiculous to punch a hole in the cabinet, and that I needed a new unit. Naturally, I panicked because my unit was not that old and when I told them that I wanted to get a second opinion, they backed off, completely changing their attitude. They said well maybe they could fix it, etc. etc. but the parts were very very expensive and it might be better to replace the unit. After they left, I called the office of Rescue Air Heating Cooling and Plumbing and told them I did not want them to service my unit and I want my money back to pay another AC company, the $208 that *** charged to rig something up that didnt work. The receptionist told me that she would take care of this change, and I left it at that. The company did not cancel my service contract and, in fact, charged my credit card for two installments, even though I did not approve of the charge. Strangely enough though, just today, march 20, I was notified of a charge on my credit card for two installments on the service contract that I had canceled in December. This is not an honest company. Unit now working perfectly, thanks to another AC guy. Several Homeowners in my condominium complex have had similar experiences with this company.

  

  Business response

  03/25/2024

  The Homeowner approved the repair underneath the sink and the sound issue stopped after the technician performed the repair. The homeowner was charged for a miscellaneous repair as well as for joining our maintenance program. Our office has refunded two months worth of membership (total of $31.90) for customer satisfaction due to the homeowner claiming she called in and cancelled the membership. 

  Customer response

  03/25/2024

  I am rejecting this response because:   Problem was never fixed. The 2 men you sent out admitted that *** did not fix the problem. In fact they removed the fix. Company owes me the original charge of $208. 

  

  Business response

  05/24/2024

  When the technician came out on 12/19/2023 he performed the customer approved repair for $192 and also signed up the homeowner for the monthly membership for $16. The technician did not charge the $49 dispatch fee that day. When the second technician returned on 01/03/2024 there was a different issue  with the unit that the technician identified and offer to repair. The homeowner declined that repair and wanted a second opinion form another company. No dispatch fee of $49 was collected again. The membership has been refunded. The repair of $192 that was approved and performed has not been refunded. 

  Customer response

  05/24/2024

  I am rejecting this response because:   You have incorrect information. Both visits were for the same problem. The first repair man did not fix the problem effectively so you sent two other technicians out to look and fix the problem. They didnt fix the problem and said I needed a new unit at the cost of 4 or $5000, which is absolutely incorrect according to the second AC company Who has since fixed the problem 100%. In the second visit, your technicians told me that the parts to fix the unit cost almost as much as a whole new unit so they suggested I buy a whole new unit. When I mentioned getting a second opinion, your technicians immediately backpedaled, and changed their suggestion. It was all about the money. I think you owe me $192. 
  

• Initial Complaint

  07/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Am a loyalty program member (billed monthly. Scheduled an appointment a few days ago. Yesterday they message me to confirm appointment for today. Say technician will be out shortly. Never shows up. Get a text asking me to review their service. I call saying no one showed up. Woman says oops, there was an issue on their end. Doesnt say what it is or offer resolution. I ask what the issue is. She said they merged my account with someone elses (???) and somehow it was not my appointment (even though I had several confirmation texts and phone calls). I say I would like to cancel my membership. She say ok bye. Wow. Call back, talk to someone else and explain my lovely experience and I want to cancel. Proceeds to try to keep me as a customer, duh, I clearly say no and that I want to cancel and do not wish to be billed further. Asks if I can talk to get another person so they can improve the experience of othersI just want to cancel and two hours of my day have already been wasted. I say I want to cancel, please email me confirmation of cancellation. Days they dont offer confirmation! What!?! So they plan to just keep billing me since I cant confirm cancellation, even though I have called multiple times, texted, emailed.

  

  Business response

  07/20/2023

  I spoke with ********************* and discussed the warraty part that failed.  No charge for this service as she has a 2 year labor warranty.  I have agreed to give her an additional year of labor warranty (3 years from date of install) for peace of mnd.  I think she is happy and knows how hard we are working to give her great service.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We received a whole new HVAC unit from them a year ago based on their recommendation. Since then, we'd have several issues, parts replaced, hot days and nights which we've had to get other accommodations for as we have 2 dogs and a baby. I'll attach a summary of invoice dates and issues. The list is not inclusive of every time we've called them with complaints or to get updates from them. To make things worse, the issues have ruined our wedding week, honeymoon, events we offered to host at our home, and is now running over this weekend when we're hosting a 75 person event and was supposed to do all the prepwork at our house. Our 2 year old daughter currently has a fever and our dog is brachycephalic, there is no way we can tough this out. I have threatened Rescue Air with a BBB complaint and calling the state regarding their license if we cannot get a new or upgraded unit with a fresh start on the two year labor warranty. A manager called me in the middle of typing this and says he'll call me back with an update but he is not sure if they can replace it or not. This clearly feels like a lemon of a unit and an expensive one to boot. My husband and I have been patient and understanding but we've had enough. We believe our request is reasonable given our history/issues with the new unit over the last 13 months. Any assistance would be greatly appreciated.

  

  Business response

  07/12/2023

  We apologize for the inconvenience ******* ****, their baby, and their two dogs experienced during this process. Our priority was to address any issues promptly, so we dispatched a technician to assess, diagnose, and resolve the problems. In the course of these visits, we replaced both the indoor coil and the entire outdoor unit. On our most recent visit, on July 1st, we discovered a leak in the line set of the unit. It's important to note that the line set was originally part of the house and not installed by us. Considering the previous history, we took care of replacing it at no cost, which typically amounts to $1850. Line set failures are uncommon and typically unrelated to HVAC usage. Since then, we haven't heard from the homeowner, and based on our understanding, everything is functioning as it should.

  Customer response

  07/13/2023

  I am rejecting this response because: 

  Rescue Air's response completely failed to address the request of a new unit and/or renewed warranty.  We are not HVAC professionals and after the pattern of failed solutions Rescue Air has provided us with, we don't know what to believe.  We certainly do not have faith in their work.  After having to make the amount of calls we have made resulting in numerous visits, several techs/managers out, parts/entire parts of the unit replaced, promised temporary solutions, permanent solutions - all since purchasing a new unit from them - how are we supposed to believe when they tell us it's fixed?  ************* call we've had with Rescue Air has resulted in them confidently "fixing" the issue.  If Rescue Air is so confident in their most recent fix, a new contracted warranty is, in our opinion, absolutely a reasonable ask. It's also important to note the amount of work we have missed dedicated to HVAC issues, hotel stays, dog boarding, eating out since when we can't stay at our house.  Frankly, I'm amazed we have had to come this far with a complaint to get Rescue Air's attention, and then they respond back without any sort of assistance besides telling us it's fixed and they did us a favor because of our history of issues. 

  For the record/BBB's knowledge, a Rescue Air manager left us a voicemail yesterday summing up what their BBB response was.  I have called back today and am awaiting a call back from them to discuss the above response to see if we can find a resolution.

   

  Customer response

  07/14/2023

  I would like to add a note to my response yesterday regarding Rescue Air's comment about the most recent, July 1st visit - 

  Rescue Air said in their response that on the most recent visit, they discovered the leak in the line set and determined that was the issue. Its important to note, when we initially called them about the ** not working, a tech came out 4 days prior to this July 1st visit, determined it was the *** and suction line, and we had to wait for parts to be ordered in.  Once they came in, they scheduled the July 1st repair.  This was 5 days without **.  It wasnt until halfway through the July 1st visit, they determined the issue was actually the hole in the line set.  This, like all the other visits and calls, continues to play into the patterns Rescue Air has shown us, that make us untrusting and skeptical.

  

  Business response

  07/19/2023

  Our owner has reached out to the customer for a resolution. 

  

  Business response

  07/20/2023

  We have reached out to the homeowner and provided her a revised copy of her installation contract . We have extended her labor warranty to three years from day of install. 

  Customer response

  07/20/2023

  I have reviewed the business response and accept this resolution. 

  Rescue Air offered us one one extra year of labor warranty.  The owner's explanation regarding the long list of issues seemed genuine, but put the blame on newer regulations and Lennox, the manufacturer of the unit.  I contacted ****** as well and they said this list of issues is absolutely not normal and sounds like it's installation issues on Rescue Air's part.  ****** said they would like to be contacted if and when future issues arise.  It sounds like both of these companies blame each other and we are unfortunately, stuck in the middle of it. 

• Initial Complaint

  09/08/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was informed around April 18, 2022 that there was a loan taken out in my name. This loan I had no knowledge of was around $23,000 . I do not know this company nor have used them. Somewhere it seems that it is identity theft. They had my information with no knowledge from me. I was not present for this transaction. They charged me for the loan under my credit, and want me to make payments. When this paperwork was filled out, I was not there. Which means they did not check for identification. Also I did not sign any paperwork for a loan from them. So where is the proof of my signature along with a proper identification card. I was not there and did not agree to this. I do not want to have to pay for something I never asked for or received on my end. These people that decided to do this contract did not go about things the correct way, and now it is affecting my credit as well as being stressful in itself. I need help in getting this loan out of my name and off my credit. The business is saying that it is not fraudulent, when it clearly is. I was not present for this! This was not discussed with me or verified by me. I don't even know the company nor have asked for this loan. I only have little information in regards to this, as I am not the one who signed up for it. No work was done at my address. I do not live wherever these services were provided.

  

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/09/14) */ Customer provided his information to our representatives to secure a loan with Service Finance Company. He got approved, we scheduled and installed the equipment as agreed. I have attached email communication between customer and Service Finance representative. Consumer Response /* (3000, 7, 2022/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received any documentation for this transaction. I did not sign any paperwork. I can send in proof of my address and show it is paid for as well as my light bill, showing I reside at my own house, where there was no installation for anything that this company does. I did not agree to none of this and have not been in contact with this company. I also never knew anything of this matter until someone called trying to receive a payment from me, which I took as a spam call and hung up. I was not aware I owed anything as I did not put in an order from this company. I have no information on when this order was put in, or where the installation was done. I have no record of any documents stating any of this information. So how should I proceed with something that I never knew of until it hit my credit? Once again something I did not approve. I would like documentation of this contract or work order that was in place. Service finance is the only company that has contacted me and that was for the amount they show I owe. I would like to have this resolved as soon as possible as it is affecting my credit. Thank you. Business Response /* (4000, 9, 2022/09/19) */ Homeowner filled out credit application with information they were provided by Mr. *****. He provided his drivers license number, social security number, his income as well as all other information needed to successfully apply and get approved for a loan with Service Finance. After all the approvals went through, the install was scheduled and the equipment was installed as agreed upon. Consumer Response /* (4200, 11, 2022/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like to know what documentation proof they have, other than saying that they have the number to my drivers license or my social. where were the physical documents. I was NOT present for this nor did I give my information to anyone. This is not correct, because I did not speak with anyone, nor did I have any work done at MY house. Where is the contract with the address? I will send in proof of my residence and where I live. It could not have been the address they went to, because no work was done at my house. This was NOT me, and they have taken false/fake information from someone else. Business Response /* (4000, 14, 2022/09/21) */ Our associates offered financing as an option to the homeowner. The homeowner proceeded to fill out the financing paperwork electronically with the information she was provided by Mr. ***** over the phone. The finance company approved the loan and we installed the equipment as approved. Consumer Response /* (4200, 16, 2022/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Speaking with anybody over the phone is NO REAL proof. I would like to know where the documents are. Where is the proof of my drivers license or social. The company received numbers over the phone and had an electronic signature. Which is possible for anyone to do. I did NOT provide my license, because this was NOT me. As I stated before, it sounds as though someone has my information and just gave it to you, and there's no real proof. Where are my documents showing that I was the one who did this? The work wasn't even done at MY house. where's the proof of the work done? Where's the contract I signed? It was done on a computer? ANYONE can do that. Where's my physical signature showing I was present for this? There isn't one! I was NOT there, nor agreed to this! I DID NOT place this order or SIGN anything. I will show documentation of what my actual AC unit in MY house looks like. Business Response /* (4000, 18, 2022/09/23) */ Our associates offered financing as an option to the homeowner. The homeowner proceeded to fill out the financing paperwork electronically with the information she was provided by Mr. ***** over the phone. The finance company approved the loan and we installed the equipment as approved at the approved address. When the initial dispute happened between Mr. ***** and the finance company, Mr. ***** hung up the phone with the finance agent. The finance company could no longer reach Mr. ***** and processed the loan. Consumer Response /* (4200, 20, 2022/09/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never aware of this until the first bill came in, off my credit report. I then reached out to the finance company to ask what this was. She was the one to inform me of this transaction that took place. Up until that point I was not aware of any of this. When she tried to call back I didn't respond, because I did not want to give any money up for something I had no idea bout. I never received a phone call or email until after I called to try and figure out what this was. I was never really aware of how to go about this either, so I did not call back. I wanted to go about this the legal way with someone that will help. They never tried to help and resolve this, just keep asking for a payment for something that I never did. I would like to know what phone number or email is on file. Rescue air NEVER reached out to me, and the finance company only did because I called them first to ask what this was. Consumer Response /* (3000, 25, 2022/11/02) */ 10/17/2022: First dispute? Rescue air never contact me at all,I knew about this when I received a bill from service finance....Where did Rescue Air install that unit? Not at my house because I still have my old unit. This is not a good business from this company trying to make money in this way. I have the same phone number and email for more than twenty years and no one contacted me. Business Response /* (4000, 27, 2022/11/02) */ Our associates offered financing as an option to the homeowners at the location the call was booked. The homeowner proceeded to fill out the financing paperwork electronically with the information she was provided by Mr. ***** over the phone. The finance company approved the loan and we installed the equipment as approved at the approved address. When the initial dispute happened between Mr. ***** and the finance company, Mr. ***** hung up the phone with the finance agent. The finance company could no longer reach Mr. ***** and processed the loan. After the first dispute our associates contacted the individuals that were on location of install, while one of our owners contacted Mr. ***** with no response. Consumer Response /* (4200, 29, 2022/11/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never contacted by this company, until after I reached out to the service company once I had received a bill. They first stated that they installed at my house, which is not true. Now they say at the location I asked. Neither are true. Where is the work order? If I wasn't able to be reached, then why proceed with something such as the loan without consent? I was never contacted until after the work was already done, and received the bill. Business Response /* (4000, 31, 2022/11/07) */ Our associates offered financing as an option to the homeowners at the location the call was booked. The homeowner proceeded to fill out the financing paperwork electronically with the information she was provided by Mr. ***** over the phone. The finance company approved the loan and we installed the equipment as approved at the approved address. When the initial dispute happened between Mr. ***** and the finance company, Mr. ***** hung up the phone with the finance agent. The finance company could no longer reach Mr. ***** and processed the loan. After the first dispute our associates contacted the individuals that were on location of install, while one of our owners contacted Mr. ***** with no response.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Back in 2019 Rescue Air installed a brand new AC unit for my townhouse. Along with the new unit, I also was sold a monthly subscription service that allowed me to have 2 seasonal "check-ups" of my unit for around $17 per month. Even though I gave them my payment info and was being charged for that monthly subscription they acted like I had not paid for the unit as a whole even though I had given them the payment information for that as well and proceeded to harass me about this for several months. I did not have a good experience with the initial installation/payment experience so I wrote a negative review of their business on several different websites. Several months later Rescue Air saw those reviews and called me to harass me about the reviews. Several months ago that "brand new" unit they installed stop working. It was still under warranty and I was still on that monthly subscription service for the 2 seasonal check-ups (which I had not used/needed until this point). I called them up to make an appointment for them to service the AC at which point I found out that they had labeled me an "unhappy customer" and were dropping me as a client. I was told I would be receiving a reimbursement for all the months of that subscription service since I had not gotten to use it and would not be allowed to use it going forward. The check never came in the timeframe quoted. I called back once that timeframe had expired and was told very rudely that I would not be getting a reimbursement and that one should not have been offered to me. They gave me the number for another company to use instead for my AC issues which I thought was wild that they would pass off business to a competitor. I have done nothing wrong and would like the reimbursement originally promised to me. The AC is still having issues so I have now had to seek out another company to fix these which will also be a new cost. This unit is still so new that none of these issues should be happening.

  

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/06/10) */ This was the review that homeowner posted: Absolutely the worst customer service experience I've ever had. Used them two years ago to install my new AC. They overcharged me, messed up my financing, and were rude overall. The owner even called me to actually yell at me even though they were the ones to mess up my financing. I paid a monthly service fee in addition to the financing for the company to come for service checks. I never needed that until today since my AC has seemed to stop cooling. Called them up and for some reason my service abilities have been cancelled, which I was not notified of, and I discovered I had been labeled a "bad customer" even though I always pay on time and haven't contacted them in two years. Why was my service ability cancelled out of the blue then? They tell me that they are uninterested in trying to fix my previous bad experience and will be severing all ties. Glad they've been taking that service fee monthly for two years.... Absolutely horrible experience. Most companies would be interested in trying to retain current customers, instead Rescue Air referred me out to a competitor. Not sure how you plan to stay in business with that model, but to each his own I suppose. Bottom line, terrible company. Don't trust them, don't use them. This was our response to her : DO NOT SERVICE was flagged to your account for a few reasons and as I am confident you will resurface, I will take the time to set the record straight. It is difficult (if not near impossible) to be fired as a customer by Rescue Air but here is your story. You contracted us to install a complete system for you and then found ourselves chasing you around from May of 2019 to January of 2020 (Nearly 8 months) for non-payment. As you are aware, your initial payment did not go through and you refused to address your non-payment for your system by simply ghosting us. We have the paper trail of you receiving all the invoices through email with a 100% open rate, with no response to them and you would not answer when the office would call. Not until we called you from a random phone number, to inform you that we were filing a mechanics lien on your property, did you allow us to help find a payment method that worked. After all of this, we allowed you to remain a customer until Jan of 2021 when you resurfaced to leave a 1 star review on Best Picks. At that time we terminated your service agreement and I can prove no billing has taken place if you would like. We can only go so far and this is why we referred you out. Josh C******* - Rescue Air - Owner Consumer Response /* (3000, 7, 2022/06/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can prove that I was charged the monthly service fee and never refunded. I was initially told I would receive a refund and then several weeks later after not receiving it I called back and was told that in fact I would not receive a refund. I want my refund. Business Response /* (4000, 9, 2022/06/16) */ The first 7 months of her membership, May-Dec, she did not use it because we were trying to collect payment for her install. See attached efforts to contact customer.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new HVAC unit in April 2021 from the company. They have been out over 6 times to fix various issues, and were out 3 times in one month. The issue still isn't fixed and I want a Carrier representative to come service the unit and either fix it or replace it. Each time it goes out, we are without air conditioning for at least 12-24 hours if not longer. This time, they told us it would be 2 days before they could make it out. It is over 90 degrees outside and 80+ degrees inside. This is unacceptable and I want a permanent resolution.

  

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/13) */ We visited the homeowners and fixed the current issue the same day the call came in. We have reached out to Carrier case #XXXXXXXX and will fill out proper paperwork to have site visit with Carrier representative in order to come up with a permanent solution and avoid future breakdowns.

*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. ↩