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:02/05/2025

  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.

  My furnace would not heat my unit properly during freezing cold temperatures. It was set at 84 degrees & the temperature would not go above 62 degrees. I called American Home Shield to report the issue and they could not come out until 2 days. During that time a pipe burst bc of the faulty furnace. When Rush Heating & Cooling finally came out they reported water damage to the furnace but THE FURACE WAS NOT WORKING PREVIUOSLY CAUSING THE PIPE TO BURST. Now because of Rush Heating & Cooling report AMS is not cover the furnace let alone all the damage the pipe burst caused. It is obvious that the pipe would not burst of the furnace was working properly before the technician visited the home. I need help from Rush to get the replacement but they refuse to work with me and are very rude when I call. 

  

  Business Response

  Date: 02/06/2025

  Dear ******,
  We understand your frustration regarding your furnace issues and the resulting pipe damage. However, we would like to clarify the facts based on our call recordings and service records.
  Rush Heating & Cooling received your work order from American Home Shield (AHS) on 01/22/2024. During our initial phone conversation, you informed our office that your furnace was not heating above 61 degrees and that your pipes had already burst due to the cold. At that time, we scheduled your appointment for 01/24/2024, which was the soonest available due to high service demand. You agreed to this appointment.
  As we explained, we are not a 24-hour emergency service company. If an emergency response was needed, *** offers an option to escalate work orders for expedited service with another provider. Additionally, homeowners are responsible for submitting a service request as soon as issues arise to prevent further damage. In this case, there was negligence on your part for not requesting service earlier when the furnace first failed.
  When our technician arrived, there was visible water damage inside the furnace compartments, including corrosion and rust. This indicates that water had already entered the unit before our visit. Additionally, your apartment was under renovation at the time of our visit, with no insulation and no drywall, which exposed the furnace to extreme cold and directly impacted its ability to function properly. Rush Heating & Cooling documented these conditions and submitted photos of the furnace and the state of the home to AHS as part of our report.
  As an *** service provider, we are required to report the exact condition of the equipment at the time of service, with supporting photos, to determine coverage eligibility. AHS does not cover water damage, and this determination is made solely by *** based on their policy guidelines. If you disagree with our diagnosis, AHS offers a free second opinion, or you may choose to contact your homeowners insurance regarding water damage claims.
  Additionally, while we strive to assist all homeowners professionally, our office does not tolerate verbal aggression. Our team has the right to end calls if inappropriate behavior occurs.
  If you need further clarification, we encourage you to reach out to *** directly regarding their coverage decision.
  Sincerely,
  Rush Heating & Cooling Inc.
  

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22903201
  
  I am rejecting this response because:

  Your response is not accurate & untrue. As soon as I was informed the furnace was not properly heating the unit I reported it to ********************. The thermostat was set at 86 but would not give the unit above 60. Unfortunately, it took 2 days for anyone to get there & the pipe burst the next day. If the furnace was working properly would the pipe burst?  Obviously not. Please explain why a pipe would burst if the furnace was heating the unit properly. You cant. All I asked for was it be written up the correct way but when I called Rush Hearing & Cooling, I was spoken to very rudely & finally hung up on. I recorded the call. I then called the service agent who refused to answer any of my texts or calls. He finally did answer when I called from another phone number & hung up on me also. Now not only do I need to replace my insured furnace, I need to have all the water damage repaired.  Luckily, my sister is a lawyer & will be filing a lawsuit against Rush Heating & Cooling if this is not resolved.  I will also be leaving reviews every & any where I can to let people know you treat your customers. I am going through the disaster of my life & your company & employees made everything worse & was not the least bit understanding or willing to listen.  I am absolutely disgusted how you treat people.  All because you wrote up the issue wrong & then refused to fix the issue.  A disgrace. 

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

  

  Business Response

  Date: 02/07/2025

  Dear ******, 
  We would like to restate the facts based on our records and clarify the situation.
  Timeline of Events:
  -We received the dispatch on 01/22/2025, the same day you created the work order with AHS.
  -Our office had a recorded phone conversation on 01/22/2025, where you confirmed that you needed service after your pipes had already burst.
  -We scheduled service for 01/24/2025, which was the earliest available appointment.
  Furnace & Water Damage:
  -Rush Heating & Cooling did not cause damage to your furnace.
  -The furnace had water intrusion, corrosion, and rust at the time of our inspection. AHS denied coverage due to water damage, not furnace failure.
  -Regardless of whether the furnace wasn't working properly before the pipes burst, the key issue is that water got into the furnace, and AHS does not cover secondary or water damage.
  -We do not determine coverageAHS does. Our responsibility is to report the units condition at the time of the appointment, which we did, with supporting photos.
  Legal & **************** Matters:
  -We will not alter our diagnosis due to legal threats, negative reviews, or verbal aggression toward our staff.
  -Our technician is in the field and cannot take calls while driving or servicing other customers.
  -We have provided alternative solutions, including:
  -AHSs free second opinion policy if you disagree with our assessment.
  -Homeowners insurance as an option for covering water damage.
  -If you choose not to use these resources, that is not our responsibility.
  AHS Policy & Final Decision:
  -Rush Heating & Cooling was contracted and paid by ***, not by you directly.
  -We are required to follow AHS policy, which excludes coverage for secondary and water damagethis is clearly stated in their contract.
  -AHS made the final decision to deny your claim, not Rush Heating & Cooling. Any disputes about coverage should be addressed directly with AHS.
  If you have further concerns, we recommend that you contact AHS to advocate for your coverage.
  Sincerely,
  Rush Heating & Cooling ****

• Initial Complaint

  Date:01/11/2024

  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.

  ******* 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

  Date: 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

  Date:12/15/2022

  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.

  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

  Date: 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.