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:06/14/2025

  Type:Service or Repair 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.

  On March 12, 2025, I communicated with **** regarding the purchase of a Carrier brand Infinity variable capacity HVAC system. Via text correspondence that I still have, we agreed upon a gross purchase price of $20,000 for the system, explicitly stating that Rescue One would take care of the *** rebate which would be $1,125. Per ****: Your net cost is $18,875. Since then, we had the unit installed a few days after that, and it has been an absolute nightmare trying to work with Rescue One to complete this rebate. I called *** a few weeks after the installation and they stated that they had not received anything from Rescue One. That started a series of unfortunate events, beginning with trying to get ahold of the elusive *******. Every time I talked to the front desk, I was told ******* would call me back, or ******* was busy. One time, the front desk person even let it slip that ******* was there, so she left me on hold and upon her return, she said actually, ******* had left. I eventually drove down to the office in order to finally see *******, and I was introduced to *** who also assured me that they would get the rebate situation solved. He agreed that the s**** up was on Rescue Ones end. It has been 3 months, and for some reason, they are still refusing to complete the rebate, and we will need to take the company to court if it cannot be resolved. I have heard that **** has left the company, so who knows if what he promised was correct, but at this point, we were guaranteed a certain price with explicit wording by an agent of the company, and we simply want what was promised. *** stated to me that Rescue One has done these rebates for other customers, so why the issue with ours? If qualifiable, we would also like Rescue One to submit the "cool cash" Carrier rebate **** mentioned they would do if the unit qualified.

  

  Business Response

  Date: 06/28/2025

  We had an issue with *** on the **** number from the manufacture. We did reach out and cleared it up with both SRP and *** ***** We have all the information on *** fast account for reference. This should have all issues remedied at this time.

  Customer Answer

  Date: 07/03/2025

  I contacted *** and the issue is still not resolved. They did say they are in communication with Rescue One Air and they emailed me a copy of the correspondence. I would like to keep this ticket open with the BBB until *** officially accepts and processes the rebate application.

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair 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.

  I have signed up for a 10 year maintenance plan with Rescue One Air in 2020 - 2021. This includes a promise from the company to come out and maintain the system twice a year and provide discounts for parts and labor.On July 3rd ********** ***** ****** was sent to our house for regular maintenance and after completion of diagnosis he stated that there was a coolant leak, he had suggested us to replace the 2nd unit (1st unit was replaced by Rescue One Air in 2022) or fix it for approximately $1500. We attempted to replace it but our loan was not approved due to our bad credit, I asked ***** that I would like to approach my home warranty company and get back to him once ready.A week later I was finally able to get a technician sent out by our **************** and they had the recommended the same solution and would cover only $500 of the total repair cost. I denied their service and reached back out to Rescue One Air and requested them to repair the AC.After 5 calls and 3 weeks later I get a call back from ***** and he apologized for the inconvenience and blamed it on the dispatch. He said he would call back to assign a repair date and that was the last call. I reached out 8 other times and the company ignored me for 2 months.I purchased 4 portable AC's for each room to beat the 120 degree heat as it was really hard with a 4 year old and a pregnant wife.I request BBB to help me resolve this matter as the dispatch keeps saying that someone will reach out and no one does. I do not need any further services from this company and would want to get a refund for the 10 year service plan I paid for.

  

  Business Response

  Date: 09/26/2024

  I have been in contact with the Customer. ********************** had sent our service manager out to the customer's home. The system is up and running and working. I talked with the Customer, and he said that he would dismiss the complaint when he got home from work tonight 9/26/2024. 

   

  Any questions, please reach out to me.

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

  General Manager

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

  Rescue One Air

  Customer Answer

  Date: 09/26/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and this complaint is resolved.

  ***** and **** has taken good care of us.

  
  Regards,
  
  ***** ****
  
   

  
  

• Initial Complaint

  Date:09/19/2024

  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.

  2 new AC units purchased less than 3 years ago. Parts of AC unit failing. I have a warranty for all part, but not labor. I was quoted $75-$100/hr for labor for 6 hours. Originally, this business wanted to charge me $3700 for repairs, but if I purchased the $2800 warranty they would do the work immediately (this math doesn't add correctly, to me). After looking at the equipment/units in the attic space, I noticed several flaws and degradation to the equipment. These issues, patterns, type, and evolution of degradation could not happen within days. I had other AC unit companies inspect after dealing with Rescue One, and all have agreed the issues could not be acute. I called and spoke with a supervisor at Rescue One to voice concern over price gouging, poor workmanship, and lack of regulated quality installation. I have a warranty service when units/system was purchased, for ALL issues except labor. I accept and understand my responsibility for this. In my opinion, as well as other numerous professionals, this system was installed with poor workmanship. Due to the poor workmanship, lack of quality equipment, and questionable installation, the units have become less effective and therefore suseptible to failure.

  

  Business Response

  Date: 09/26/2024

  We have contacted ***** ******** and are actively working to get his complaint resolved. We had to order a part for the ** unit and it is going to be installed 9/30/24. 

   

  Please reach out to me if you have any questions. 

   

  Thanks,

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

  General Manager

  Rescue One Air

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

• Initial Complaint

  Date:08/06/2024

  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.

  Recue One was scheduled for biannual maintenance on 7/2/24. I was told the unit needed $5000 in repairs. I told them that Rescue one had been out in April for AC not maintaining temperature and everything was fine. Rescue One recommended a new unit. Rescue One installed a Carrier AC unit on 7/4/24. The new unit had approximately 10% of the fins smashed on the interior coil. I called during installation and spoke to the install manager (sent pictures) and he stated that they could replace the unit. I didn't pay the balance. During the next week I received 2 calls requesting payment and informed them of the installation problem. I called again ( 7/11) and spoke to the manager about the fin issue, the 5' free standing gas line left on the roof and the bar register that wasn't installed. He apologized for not calling back and set appointment for register and gas line and said he would get back to me on the unit. i register and gas line were completed on 7/16. 1 called back again on approx. 7/18 since there was no response from Rescue One. i got a call back and the manager stated 3 options: extend free labor to 5 years from Carrier, extend maintenance contract from Rescue One to 5 years or install a new unit from Carrier (one time offer from Carrier on their product). I asked him to call back as I thought about the options. He stated that bent fins were commonplace from the manufacturer, I received no call back and contacted them again on 8/5. I have not received a call back.

  

  Business Response

  Date: 08/15/2024

  On August 12th, 2024. 

  I reached out to *******************, during our phone call we came to an agreement to extend both the Maintenance and Labor warranty for a full 5 years. The new agreement was emailed to him, he then paid the remainder of new install balance. 

• Initial Complaint

  Date:06/11/2024

  Type:Order 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.

  I've had some difficulty with Rescue One Air. I signed up for a 5-year contract for $1000 18 months ago, for 2 checkups for my AC every year; most companies charge far less, $50-80 per check-up. The first technician with whom I signed the contract took care of a number of things, so I assumed that would be the case. The second check-up cost me $288 for several things even though my system was almost brand new. The third check-up this spring was shocking. The technician wanted to charge me $500 to move the drain pipe-and clean the mold. I complained to the owner (perhaps this was ****) and he sent out someone to do both jobs for free. The mold was removed with bleach on a cloth which I provided and the drain pipe was moved as well. Though I did not have to pay, the cost listed on the receipt was $89. It seemed to me then that Rescue One technicians run their own free-lancing operation and charge whatever they want. $500 was a gross overcharge as the owner **** agreed. About a week ago I wrote to *****, who appears to now be the manager. I phoned several times to ask staff to tell ***** to please read my email and get back to me. They all assured me they would tell him, but to date no reply from *****. In my email I requested that my contract be cancelled and the remaining $700 (minus 3 checkup visits of $100 each) be refunded to me and this is what I would like my complaint to resolve.