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:13/03/2025

  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.

  So in September ******************************************************* the winter of 2023/24 our roof started leaking on the insideof the house had a roofer come out and check it. The roofer informed us that one side of the chimney stack from the furnace wasnt sealed. Notified rapid cool they sent someone out to fix it. This winter it did it again. So they sent someone out who didnt have the right supplies to do anything. So every time it snows it leaks into the house.Also, when they installed the furnace, they moved the thermostat to the same wall as a furnace. When we run the ** in the summer, wall heats up send the temperature up on the thermostat. So we cant use the **.Weve had them out here numerous times nothings been done. Called and spoke to the owner to be told. Its not their problem. He alsosaid there was not enough wiring for the thermostat to go anywhere else.I find that hard to believe because they moved the thermostat,20 feet closer to the furnace from where it originally was. We have spent a lot of money,on this house and would love to get the problem resolved. The leak has a wrecked Chiprock and insulation. The company is so ignorant to deal with so Im reaching out to you.

  Customer Answer

  Date: 13/03/2025

  Rapid cool was accompanied that installed the new furnace and Chimney. 
  The last correspondence with them was today, Thursday, March 13 at 9:32 AM this morning. My husband ****** ******* called them. 
  we have been waiting three weeks for a callback from the owner *****. Weve been in contact with this company numerous times.

  

  Business Response

  Date: 21/03/2025

   Mr ******* states that his roof leaks and that it is from the vent stack for the furnace and that he had a roofer look at it but not do any repairs. We have returned numerous times and sealed the vent stack for the furnace. The signs of water intrusion are  in different areas of the modular home and not next to furnace location.The ceilings show that there has been water leaking into the space prior and signs of drywall repairs as well. I have advised Mr ******* to call a roofer as we do not believe that the water is originating from the furnace vent but from other plumbing vents on his roof.

    Mr ******* is now saying that the thermostat is reading incorrectly?  As he is aware,we had to relocate the thermostat location during his install as there were not enough wires to run the furnace and new ac unit. There was not a ac unit at the modular home prior.

   I reminded Mr ******* of the reason for the thermostat relocation during our call and advised him that if he has a electrician run new thermostat wires he could have the stat located anywhere he desired but we will not be doing that wire run for him.

    It is our position that we are not at fault with either issue and feel that we have done everything we can for him.
  

  Customer Answer

  Date: 29/03/2025

   
  Complaint: 23061898
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *******

  Customer Answer

  Date: 02/04/2025

  First of all, we paid for a new furnace and ** install, not to mention the wall heat pump that didnt work. We were refunded for The heat pump but we are out of pocket 600+ for the 220 plug. We have to have installed to run it.

  Second, the furnace was installed crooked

  Third furnace vent wasnt sealed correctly and cause leaking

  Force thermostat moved onto furnace wall. This wall heats up when ** is running causing the ** around constantly. So ** is useless.

  regarding the leaking, multiple workers have been out. All saying insulation vapour barrier and Chiprock will have to be replaced. Not to mention the chimney stack sealed correctly. ****** from rapid **** has been out here twice and said the same thing. He put the camera up on top of the furnace and could see a hole. I just cant understand why these issues are not being fixed.

  guess we should be thankful that the furnace works. When a person pays thousands of dollars to get a good quality product I think it should be done properly. Rapid Cool came highly recommended. Very disappointed. At the very least they should move the thermostat and repair the holes moving it will leave. If not come and remove the central ** fix all the repairs that will be needed after removal and give a complete Refund of the ** unit.

  We paid for a service and expect it to be in working order. Very disappointed and frustrated in rapid cool.

  

  Business Response

  Date: 25/04/2025

  Once again, we are recommending that Mr ******* contacts a professional roofing contractor to address the leaks in his roof as we do not believe that the water intrusion is from the furnace vent.

  As far as the cycling of the furnace we suggest adjusting the cycles per hour in the settings of the thermostat and if it was mentioned when we had multiple service techs on site it could have been addressed then but it is a simple setting that he can find in the homeowners manual.

  In response to the other items that they are now bring forward, since they are not part of the original complaint we will not be speaking to them as this could go back and forth forever.

  We apologize for the experience that the Goodwan's have had, as this is not a common or normal experience that  our customers have with ******************** Cool. we have served thousands of customers in the ******** and area for over 30 years but sometimes we can not satisfy everyone to their expected needs.
  

  
  

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 23061898
  
  I am rejecting this response because:
  First of all a professional Roofer has come here twice. He was the one that noticed the furnace vent had never been sealed on one side.
  As to regards to the thermostat. Do you not think we have tried setting the thermostat? Well, still heat up causing the thermostat temperature to go up. Result AC running nonstop. Pretty easy fix move the thermostat off the wall that you guys put it on.
  Other items were brought up just to show what we have been dealing with.  Its absolutely ridiculous.