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:01/30/2024

  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.

  After checking into new A/C unit for my residence, we found air rescue had very good reviews. That all changed once the unit was installed about 4 yrs ago. We have had service call after service call for this unit. No heat, no air. Dispatched technician 1st thing was to sell us something.. then they would band-aid the issue. We signed up for their club membership, thinking we would get better support. Didn't work that way. Now we have been informed that the company has decided to no longer support Hernando county and were told to find someone else. So BUYER BEWARE!!!

  

  Business Response

  Date: 02/23/2024

  This is the first I am hearing about this complaint and was only told because BBB was calling. 

  What email address are you sending the complaints to?  I am the primary and have received these in the past.  I did not get the notification for this one.

  I don't believe the other email addresses on the account received it either.

  Please help us correct the issue of future notifications.

  In the meantime, I will prepare a response to this complaint.

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

  

  Business Response

  Date: 02/26/2024

  Mr. **************** are sorry to hear that you are dissatisfied with your unit. It looks like Air Rescue has been out for only two warranty claims for this system.  The first one was done at no charge to the customer. The second claim was for a part that was covered under warranty, but the customer was responsible for the labor cost.Unfortunately, break downs do happen; this is why warranties are offered. Aside from the two claims, we have been out for a water leaking issue that Air Rescue had repaired and paid for. Besides this, most of the appointments with us have been for maintenances, which have been done at no charge. At the beginning of the year, Air Rescue did make the decision to eliminate some service areas, and Mr. ***** home is in an eliminated area. The customer may use any licensed contractor as the warranties are through the manufacturer and not Air Rescue.The customers contract has been fulfilled, so it was terminated due to the elimination of the area.

• Initial Complaint

  Date:10/03/2023

  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 had nothing but trouble with this machine since I bought it 4 years ago. However, after paying their service fee each time they did get it fixed and up until now did replace the parts under warranty. The problem now is the compressor will not start. they come out and shake a few wires and get the compressor to work, charge me the $79 fee and leave. It works for about a day or two and then conchs out again. I called in another company to check it out and they said the readout on the mother board does not work. Air Rescue didn't even look at the mother board. This other company said that this particular unit is known for this problem and said they would not work on it because they didn't want to assume responsibility for it in the future. hey recommend I junk it out for a new system saying this particular unit is and will continue to be nothing but problems. I can attest to that.

  

  Business Response

  Date: 10/06/2023

  We are sorry that you have been having issues.  Our records indicate that we have been out 4 times since the installation in 2019.  One, in 2020,  was for your first free tune-up (no Issues).  The other in 2020, was for a bad capacitor.  In 2023 we came out for a blown fuse.  The last time we were out was because someone cut off 3 inches of the drain line p-trap which causes air pockets that cause the float switch to trip.  Nothing in our records indicate an issue with the mother board.  The issues have been minor to this point.  ******* is a strong performing brand.
  Our General Manager tried to speak with you after being notified of this complaint. He said that you hung up on him when he identified himself.  We would like to address your concerns.  Please call us back and speak to our GM ************.

• Initial Complaint

  Date:08/02/2023

  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.

  In October 2021 I purchased a service agreement with Air Rescue. That prepaid service plan guarantees the following per their email on 10/1/2021 (attached): 2 maintenances per year (every 6 months)24 hour priority service My last service was in December 2022, which means the business should have proactively reached out to schedule service for June 2023, they did not. I reached out to them on 7/28/2023 and spoke to *****************************. She informed me they are unable schedule service until late September, which violates the service agreement I have with them. That service agreement (attached) and email confirming deliverables (attached) clearly state they are to respond to a request for service within 24 hours.

  

  Business Response

  Date: 08/09/2023

  We apologize for any inconvenience.  We will refund your full, 12-month membership.  

  Customer Answer

  Date: 08/11/2023

   
  Complaint: 20402975
  
  I am rejecting this response because:

  In May 2020 I purchased my new system along with an extended service agreement (attached) From Air Rescue. At that time I was told by Air Rescue that regular, bi-annual  service was required for both the base and extended agreements. I have purchased a 10 year extended service agreement with Air Rescue, simply cutting and running by giving me a one year refund on cleaning isn't an option.

  I need them to adhere to the agreement they sold and service the unit I purchased from them in a timely fashion. 

   

  Sincerely,
  

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

  

  Business Response

  Date: 08/16/2023

  When you spoke to Chelsy, she told you that we were not scheduling "maintenances" until late September.  The membership agreement has a 24-hour priority for "service" issues like home not cooling or not heating.  We are sorry for the confusion in the terminology of "maintenance" and "service".  That being clarified, we can have our dispatch team call and schedule your maintenance.  We are still offering to reimburse a full year of maintenance if that is what you decide.  

  Customer Answer

  Date: 08/16/2023

   
  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. Please have them contact me to schedule service. I do NOT want a refund.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/06/2023

  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.

  -1 star. Awful company and terrible service. I have been with no AC service for more than 24 hours, with a child in the house, my AC is new and under guarantee. No one gives me a prompt solution to my situation. Terrible customer service, just giving excuses and repeating messages as robots. I need someone to fix my issue as soon as possible, provide the service and complete the job promptly and with quality, being with no AC is not a joke, but they simply don't care and don't give me a prompt solution. Thanks

  

  Business Response

  Date: 06/12/2023

  Customer was advised of the issue/solution on the first visit.  We went to the home on 6/2/2023 for a No-Cool issue.  Customer was told she needed a new ***.  One was ordered that day.  Customer called again on 6/3/2023, upset wanting an update on the part and a second opinion from another technician.  We sent another technician out on 6/5/2023 to confirm that the *** was bad.  The part was installed on 6/7/2023, as soon as we received the part.  We appreciate the fact that the customer was uncomfortable. We kept her apprised at all times and accommodated her request of a second evaluation.  The issue has been resolved and customer is cooling.

• Initial Complaint

  Date:05/10/2023

  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 am very disappointed with this company’s service. If you have an older system, that they can continue to charge you to replace/repair or service, it is usually one day service; but always with suggestions to upgrade or replace your current system. So, we did. In June 2022, we purchased a new Rudd system from Air Rescue/10 year warranty with the manufacturer and the “Service” agreement with Air Rescue. In March of this year, our unit started making a loud noise. They sent someone out to replace the fan blades and the motor. This did not correct the problem. It is now May 2023 and after numerous calls to the office , multiple texts with videos; to the supervisor and to a manager with this company, the unit is still making a loud noise (which is outside our master bedroom window) and nothing has been done. I contacted them in March. I contacted them in April and i contacted them in May. I called again this morning, because unfortunately , no one from this company has responded. Please consider this review when researching this company for service.
  

  

  Business Response

  Date: 05/18/2023

  We apologise for the miscommunication.  We were working with the manufacturer to see
  what can be done since we exhuasted all the possible causes.  We had been waiting on their assessment.  Our records indicate that you had been told
  about our course of action.
  

  After sending out one of our best technicians and speaking with
  the manufacturer, we are glad to say that you are in agreement that the problem
  has been resolved.  Air Rescue always
  stands behind their work.

• Initial Complaint

  Date:03/01/2023

  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 have two concerns:1. New AC installed 12/2021. Our second new AC from Air Rescue. Within one year, system stopped working. Took two days for this company to schedule a repair. Repair consisted of finding that new system was not flushed properly during maintenance of first year.2. This company does not contact you when suddenly canceling service. Their customer service is very poor. As a nurse, when I take time off from work to complete home repairs and service maintenance, this company at times has either not shown up or not notified me of a sudden appointment cancellation. There is no place on their website to leave a complaint otherwise I would leave a formal complaint. When I have asked to speak to a manager, their phone support declines to allow me to speak with a manager. I am very dissatisfied with this company's customer service after two decades of being a loyal customer.

  

  Business Response

  Date: 03/07/2023

  We are sorry to hear that you are not happy with the service you have been receiving.  We here at Air Rescue make it a point to provide the best service to our customers in a timely manner.  Sometime schedules have to be changed due to to demand or emergency services.  At this point we would like to extend to you an extra year or maintenance at no charge for your inconvenience.

• Initial Complaint

  Date:09/13/2022

  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.

  The A/C system that installed stopped blowing cold air on September 4th. We called Air Rescue and they sent out a technician on the 5th. The technician did some troubleshooting and said the cause of the issue was a bad thermal expansion valve. They contacted their parts department and were told that this part is not available. We would have to wait. They provided us with a mobile A/C system that will only keep 1 bedroom cool in a 3 bedroom house. The living area is too big for it to work. I did some research and found out this part is readily available from numerous different places. But, since the installation (that Air Rescue did) is still under warranty, they're only looking for the part from their one supplier. This is unacceptable. If you buy a warranty on a product, it should be honored immediately! They can get this part from a number of different vendors. This house has been at 85 degrees for over a week because they want to save money instead of honoring their warranty. We have pets and I am worried the temperature will get too hot for them one day. We are paying the consequences for their warranty service. They don't seem too concerned without any consequences being brought down on them. If you accept the money for a warranty, you honor it. You don't wait for the part to cost less at a future date. Especially when it's an A/C system, in *******, while the temperatures are in the 90's.

  

  Business Response

  Date: 09/15/2022

  Our team here at Air Rescue has been in contact with the territory manager for the parts distributor and have ordered this part and since it is on back order we have tried to get a whole new unit to harvest out the part, but have been unsuccessful . This complaint is unfair and simply untrue. We have called and left a message for this tenant to let us know where it is they've been able to locate the part with no call back. This complaint makes it seem as if we are trying to sabotage this customer when in fact we are exhausting every option we possible have. Unfortunately, as everyone knows around country, the manufacturer's have inventory shortages on everything AC and Heating equipment, parts and supply are not immune too and will continue to have shortages until the supply chain gets better. Air Rescue unfortunately has no control over this and have hooked up a portable AC unit to keep the customer as cool as we can. We are hopeful that the supply chain will improve. We value and appreciate your business in these trying and unpredictable times. 

  Customer Answer

  Date: 09/15/2022

   
  Complaint: 18015106
  
  I am rejecting this response because: My complaint is 100% true. They did call me today. I could not answer at the time of the call and I did not know the phone number anyways. My girlfriend managed to get in contact with them first. The person she talked to, ******, said that he no longer wanted to do business with us because of this BBB complaint. Even though this system is under warranty. He also threatened that he was taking back the portable ** unit. The portable ** unit, that I assembled and hooked up, is only sufficient for 1 room in a 3 bedroom, 2 bathroom house. But, it is all we have right now while waiting for them to honor their warranty. Our pets need a cool space to get away from the 85 degree temperatures. It has been 11 days without any notification of progress for the ** issue. The only contact we received from this company was after I filed this complaint. They stated the part is being assembled in ******, so they had no proof that it was ordered until they receive it in the US. Which doesn't seem likely from an accounting standpoint for any business. There should be some record of the purchase and a quick communication to us stating "The part has been ordered".

  As for the part, the current part number for the Thermal Expansion Valve that is installed is ************. This part is obsolete. I'd like to know why an obsolete part was installed in a brand new 1 year old system. The upgraded part that replaces the obsolete thermal expansion valve is PD619076. A ****** search shows many vendors currently selling this part. Some of them state they can have it shipped to you within a few days. Did Air Rescue even know this part was obsolete and a new part was made to replace it? 

  Lastly, I think its dishonorable to threaten people because they filed a complaint on the BBB. I'm not sure if this is against the rules. But it definitely should be!

  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 09/16/2022

  At this point Air Rescue is no longer willing to do business per they are blatantly lying. The warranty is not through Air Rescue, it is a manufacturer's warranty, therefor: they can have any licensed contractor out to their home. All communication has been through the homeowner as that's standard protocol, the homeowner has all of this information on where we stand. In terms of the portable unit that we lent to the homeowner, it was a courtesy service, we did this on our own accord to try and help the tenant out, we are not required to do this. We have explained to the tenant that the part information they are seeing online is not actually available. We have offered to give them the contact information to the distributor to call themselves if they would like as they *** not believe us. We again have no control over this matter and feel absolutely terrible that we cant do anything more for them.

  As said previously stated we are no longer willing to service this tenant due to their lies. The homeowner has been very understanding in this matter, but we have the right to decline service to these tenants. They are not a member with us, we simply installed their unit over 2 years ago. They are welcome to call other AC companies to try and get the part faster, although we all use the same distributors. 

  Please stop saying we are not honoring our warranty, this is not a matter of warranty (which again is not through Air Rescue) this is a matter of a supply chain issue.