ComplaintsforRush Heating and Cooling Inc.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******* Heating and cooling was extremely unprofessional, rude, and incompetent. We used American Home Shield to request service to our furnace. They sent Rush Heating and Cooling. We initially requested that they cancel this because of their terrible ****** reviews. However, it was an emergency and before we could resolve this with AHS, the company was already on the way. The man, JC, showed up and made mention that he did not come with the piece to repair the furnace, despite us mentioning the possible issue. He did not test the furnace or diagnose in anyway. He mentioned that he would return the next day. He then stated that he was unable to return the next day and would then return the following day between 8-9:00am. We called the company at 8:40 to get a better time as we had not heard from him. The woman, *******, who answer the phone was rude and disrespectful and threatened us to deny the service. She hung up on my partner. We then called back and I attempted to find out what the issue was. She was then rude with me and also hung up the phone. They then completed an inaccurate diagnosis report that they issued to American Home Shield. They made claims that wires were cut in the furnace and things were tampered with and that our claim was denied. We then went several more days without heat due to their lies. American Home Shield finally sent another company out and the furnace was repaired in minutes without the need for additional parts. This company has terrible customer service and shady business practices. They should not be allowed to service as they have MANY BBB complaints as well as terrible ****** reviews.

  

  Business response

  01/13/2024

  THIS HOMEOWNER IS A CUSTOMER THROUGH AMERICAN HOME SHIELD WARRANTY. THE HOMEOWNER INFORMED OUR OFFICE THAT THEY HAD A NON-AHS COMPANY OUT TO SERVICE THEIR UNIT AND WERE INFORMED THEIR FURNACE NEEDS A GAS VALVE, THEY ALSO INFORMED OUR OFFICE STATING THEY HAD A FAMILY MEMBER ATTEMPT TO INSTALL A SMART THERMOSTAT AND UNIT STOPPED WORKING AFTER FAMILY MEMBER TOUCHED THE ***** **** RECEIVED WORK ORDER 01/06/2024 6:20 PM AND TECHNICIAN ARRIVED SAME DAY AT 7PM. WE INFORMED THE HOMEOWNER RUSH WOULD NEED TO PERFORM OUR OWN DIAGNOSIS BEFORE WE MAKE ANY REPAIRS BECAUSE WE DO NOT WORK OFF OF ANOTHER COMPANIES DIAGNOSIS. ON ARRIVAL TECHNICIAN FOUND UNIT WITH FURNACE DOOR OFF, GAS VALVE DISCONNECTED, WIRES AND SCREWS MISSING, AND WIFI ADAPTER HANGING OFF. UPON VISUAL INSPECTION FURNACE WAS LEFT DISMANTLED BY PREVIOUS COMPANY. THE PICTURES ATTACHED **** HOW FURNACE WAS FOUND. SINCE WE SERVICED HOMEOWNER THROUGH WARRANTY COMPANY WE ARE REQUIRED TO REPORT ANY ISSUES THAT ARE NOT CONSIDERED NORMAL WEAR AND TEAR, WE ALSO MUST SUBMIT PHOTOS WITH OUR DIAGNOSIS. AHS RECOMMENDS VENDORS NOT TO TOUCH ANY UNITS THAT HAVE BEEN DISMANTLED/TAMPERED WITH SO WE ARE NOT HELD LIABLE FOR ANY DAMAGES THAT *** HAVE BEEN CAUSED. DESPITE TECHNICIAN FIND EVIDENCE OF TAMPERING, HE AGREED TO REPLACE GAS VALVE AND SCHEDULED HOMEOWNER FOR THE FOLLOWING DAY. THE HOMEOWNER CALLED OUR OFFICE AND WAS BEING VERBALLY ABUSE, DISRESPECTFUL, AND MADE THREATS TO OUR OFFICE STAFF BECAUSE SHE WANTED THE PART TO BE REPLACED SAME DAY. WE INFORMED HOMEOWNER GAS VALVE WOULD NEED TO BE ORDERED SINCE IT IS NOT A UNIVERSAL PART. THE HOMEOWNER TREATED ************** AND OFFICE STAFF WITH DISRESPECT AS IF RUSH WAS THE COMPANY THAT LEFT THEIR FURNACE DISMANTLED. WE ADVISED HOMEOWNER TO CONTACT ORIGINAL COMPANY THAT WENT OUT SO THEY COULD RETURN TO REASSEMBLE FURNACE AND AVOID BEING DENIED BY AHS. **** DECIDED NOT TO CONTINUE SERVICING THIS HOMEOWNER, WE SUBMITTED OUR DIAGNOSIS AND RECEIVED A DENIAL FOR THIS HOMEOWNER. THE HOMEOWNER RECEIVED A SECOND OPINION THROUGH AHS, **** IS UNAWARE IF THE HOMEOWNER HAD ORIGINAL COMPANY OUT TO REASSEMBLE THE FURNACE AND IT IS TO THE VENDORS DISCRETION TO REPORT DISMANTLED/TAMPERED UNITS. THE HOMEOWNER PAID SERVICE FEE DIRECTLY TO AMERICAN HOME SHIELD WARRANTY AND RECEIVED SERVICE FROM A SECOND COMPANY WITHOUT BEING CHARGED A SECOND SERVICE FEE. ANY REFUNDS REGARDING PAYMENT MUST BE HANDLED DIRECTLY WITH AHS SINCE THE HOMEOWNER PAID AHS NOT RUSH. **** HAS THE RIGHT TO REFUSE SERVICE AND HAS A ZERO TOLERANCE POLICY FOR VULGAR VERBAL ABUSE. 

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid Rush Heating and Cooling $15,000 to do a new HVAC system. There are numerous air leaks, the humidifier caused water leaking into the kitchen ceiling below, the plenum and insulation is falling off, i'm told by another hvac company that the soft trunks are not up to code and they leak water and air, the way the dampers were installed there is no room to put drywall over the access opening they made so need to be adjusted so that a drywall panel can be installed. They also caused a roof leak. I have a two-year warranty on labor and a five-year warranty, but they have stopped answering my calls and emails. They need to complete the required HVAC repairs or pay for another company to do it. I had another HVAC company come out and they recommended starting over and gave me an estimate of $11,000. . They also need to file a claim with their insurance carrier to cover over $7,000 in floor damage and $1,700 in water restoration services, but last I spoke to the owner he refused.

  

  Business response

  12/30/2022

  THIS HOMEOWNER WAS DENIED BY AMERICAN HOME SHIELD WARRANTY FOR PRE-EXISTING WATER DAMAGE TO HER PREVIOUS UNIT. HOMEOWNER WAS RESPONSIBLE FOR PAYING ALL OUT OF POCKET COSTS DUE TO DENIAL. WE INSTALLED NEW FURNACE, *** CONDITIONER, 3 ZONE DAMPERS AND MINI HUMIDIFIER. DUE TO LIMITED SPACE IN FURNACE ROOM WE RECOMMENDED TO NOT INSTALL HUMIDIFIER, THE HOMEOWNER REFUSED AND DECIDED TO PROCEED WITH HUMIDIFIER. HUMIDIFIER IS UNABLE TO BREATHE DUE TO NOT ALL DAMPER BEING TURNED ON AT ONCE WE ADVISED HOMEOWNER ALL DAMPERS NEED TO BE ON TO NOT CLOG THE HUMIDIFIER. HOMEOWNER IS WAS AWARE PRIOIR TO INSTALLATION OF DAMPERS THAT SPACE WAS LIMITED AND THAT HER PRE-EXISTING DUCTWORK WAS NOT RAN PROPERLY AND WILL EFFECT THE THE ***FLOW OF FURNACE. WE ARE UNABLE TO ACCESS DUCTWORK DUE TO IT BEING BEHIND DRYWALL. PER OUR CONTRACT OUR COMPANY IS NOT RESPONSIBLE FOR PRE-EXISTING DUCTWORK OR LEAKS/WATER DAMAGE FROM DRAINS. WE HAVE VIDEO PROOF OF HOMEOWNER TAMPERING WITH TAR TO SEAL ROOF LEAK. AFTER EACH SERVICE THE HOMEOWNER CALLED OUR OFFICE STATING TECHNICIANS DAMAGED HER PROPERTY AND IS TRYING TO BILL US FOR SET DAMAGE, SHE HAS HAD MULTIPLE COMPANIES AT HER PROPERTY AND CAN NOT PROVE DAMAGE. HOMEOWNER IS RESPONSIBLE FOR FILING A CLAIM WITH HER INSURANCE COMPANY BECAUSE WE ARE NOT RESPONSIBLE FOR DAMAGE PER OUR CONTRACT. I HAVE ATTACHED BOTH CONTRACTS ONE IS FOR TH FURNACE AND THE SECOND FOR THE *** PER OUR CONTRACT THE *** CONDITIONER IS THE ONLY ITEM WE AGREED TO GIVE 2 YEARS OF LABOR WARRANTY AND THE CONTRACT WAS NOT SIGNED. THE CONTRACT FOR THE FURNACE IS SIGNED AND DOES NOT INCLUDE 2 YEAR LABOR WARRANTY. AMERICAN HOME SHIELD PICKS UP LABOR WARRANTY. HOMEOWNER IS LIABLE TO PAY SERVICE FEE FOR FURNACE. 

• Initial Complaint

  02/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I want Rush Heating and Air conditioning to send us the warranty and invoice when we purchased the water heater thank u *******

  

  Business response

  02/08/2022

  We informed the customer the Rheem water boiler installed has 5 years manufacturing warranty that can be looked up by the model and serial number. There was no labor warranty purchased through Rush Heating and Cooling and we provided the customer with the invoice within the 30 days of service completion. 

  Customer response

  02/08/2022

   
  Complaint: 16703813
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  12/10/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business failed to come out and provide the service they were contracted to provide. Technician falsely stated that he called to confirm someone was present for the appointment. Business is not trying to resolve the issue. Hung up the phone.

  

  Business response

  12/21/2021

  CUSTOMER HAS AMERICAN HOME SHIELD WE SET UP INITIAL APPOINTMENT ON DEC 2ND. THE OFFICE CONFIRMED THE THREE HOUR TIME SLOT WITH CUSTOMER AND THE  TECHNICIAN CONTACTED THE CUSTOMER ONCE HE WAS IN ROUTE AND WASN'T ABLE TO GET AHOLD OF CUSTOMER. WE RESCHEDULED HIM  ON DEC 6 TO BETTER ACCOMMODATE HIS SCHEDULE AND REQUESTED AN  ADDITIONAL NUMBER TO CONTACT TO NOTIFY CUSTOMER WHEN THE TECHNICIAN WOULD BE ARRIVING. THE OFFICE INFORMED HIM THE TECHNICIAN WOULD CALL TO LET HIM KNOW WHEN HE WAS ON HIS WAY AND IF HE DID NOT ANSWER THE TECHNICIAN WOULD NOT DRIVE TO THE RESIDENCE. TECHNICIAN DID CALL BUT NO ONE ANSWERED HE DID NOT LEAVE A MESSAGE. WE ARE A VENDOR HIRED BY AMERICAN HOME SHIELD WARRANTY,  AND SINCE WE DID NOT PROVIDE A SERVICE AMERICAN HOME SHIELD WILL  PROVIDE HIM WITH A REFUND OR ANOTHER VENDOR. CUSTOMER WAS VERY ANGRY AND STARTING YELLING, WE HAVE ZERO TOLERANCE FOR ABUSIVE VERBAL BEHAVIOR SO WE INFORMED THE CUSTOMER WE WOULD CONTACT AMERICAN HOME SHIELD TO TRANSFER HIM TO ANOTHER VENDOR BECAUSE WE ARE CHOOSING TO DISCONTINUE OUR SERVICE.

  Customer response

  12/27/2021

   
  Complaint: 16352483
  
  I am rejecting this response because RUSH HEATING account of events is completely false. I was never told that the technician would not come out if the "in route" phone call was not answered."I am a school teacher and in class during the day. I would not have agreed to answer the phone if I was told I needed to answer their call. I would have given a different number. For the first appointment they called me while I was at school and I did not answer. I'm teaching. For the 1st appointment I would have provided the number of my wife who took off work to be there for the appointment if RUSH would have communicated someone needed to answer a call to confirm someone was home.Their story does not make sense and there is no evidence that they called either number or came by my home for the second appointment.So I could get heat , we schedule schedule second aappointment.RUSHt dud not ask for a second number, I requested that they call a second number if for any reason they couldn't reach me while I was home waiting on them. They didn't ask me for a second number, that's a false statement. I gave RUSH two phone numbers to call for the second appointment and RUSH never called either number or showed up for the second appointment. Then RUSH madee matters worse, According to American Homeshield RUSH communicated to them that they completed the service. On top of my service request delays with RUSH, I waited a week with "no heat" for RUSH to return American Homeshields 3 calls to confirm service was not done. Required for American Homeshields to assign a new contractor. I had to pay an 2nd service fee for a new contractor because RUSH was not returning their calls. American Homeshield can confirm RUSH lack of response and American Homeshields repeated calls. My evidence they never came is that I had no heat. Makes no sense that I would miss 2 appointments to get heat. When I spoke to RUSH regarding the 1st appointment. The initial story was Noone answered the door and they had a picture of the front door from when they came by. After calling my wife on 3 way who was still sitting at home and confirmed that no-one came to the house. RUSH asked to call me back after she spoke with the technician and thats when the story changed to I never answered the phone. I would never have communicated that I could answer the phone while I'm teaching. When I spoke with RUSH after they didn't show for the second appointmentthat I was still ewith no heat waiting for them, she said that we were out of there service area and closed the ticket with American Homeshield. I asked them to contact American Homeshield and she refused. I made my initial service request on November 30 and becuae of RUSH poor communication, making false statements and refusing to work and resolve the issue I didnt get a service contractor out until December 14th. Please ask RUSH to provide evidence of when they came to my house, when they called either number to confirm someone was home for the second appointment. Or evidence of when they returned American Homeshield calls. A pic of my door would need to include evidence of when it was taken. After RUSH refused help resolve the issue they created so I could get heat I filed this claim. :
  
  Sincerely,
  
  *************************

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