Complaints

This profile includes complaints for Rutherford Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Rutherford Heating & Air Conditioning

  300 Spindale Plaza Dr Spindale, NC 28160-1954

• 

  Rutherford Heating & Air Conditioning

  1127 E Main St Spindale, NC 28160-2339

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:03/24/2025

  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.

  We used this company to install a new Heating/AC system. That went well so we referred them to several of our neighbors who ended up using them to install complete new heating/AC systems. NOT ONE WORD of thanks or acknowledgement from this business as a result of our referrals allowing them to pick up business on several new systems. NOTHING!! My veterinarian does better than that!!! Then in 2024 we were having an issue and we called them to come check it out. The part needed was not on the guy's truck so they had to come back. We were told that the part was under warrantee and the "diagnostic" call would be covered since the guy didn't have the part. Fast forward to March of 2025 (8 months after we sold our home ) this business has been harassing us about paying the diagnostic fee (which they now say is a "Labor" fee to install the new pump), when they told us when they replaced the part that we wouldn't have to pay it. We have talked to several people at this business and finally the owner, **** *********, and he obviously doesn't value customer "good will" or keeping one's word. We don't owe him anything, and are entirely ticked off with how we have been treated. WOULD NOT RECOMMEND THEM TO ANYONE. It's obvious that this company does not care at all about it's customers. Today, March 24, 2025 we received an email where this **** has threatened us with a small claims suit. In his email he says, "It is slated to go to small claims court filing today. Then there will be another $126.00 in court charges added to the bill plus finance charges. If you choose to pay this before 12:00 pm today I will tell my collections department to hold off. Please call with your credit card info or I guess we will see you in court soon. If we don't hear from you today I will assume you still dispute the charges and we will settle this in court." I can't believe after referring them to others and them picking up business from that, that they are going after us. BAD BUSINESS.

  Business Response

  Date: 03/24/2025

  Please read the * mail that she attached. It tells the entire story. 

  The customer called to get us to come out and do a service call for her. We came out and only charged her a service call for $96.00 labor because the part was under warranty but the labor was not. She purchased the system in 2019 and she had us come out for a service call in 2024 which was 5 years later. The labor warranty was only 3 years and this was 5 years later. so we charged her $96.00. This was fair since she was 2 years out of her labor warranty period. I gave her a chance to pay it so it did not go to small claims since the balance was old. She refused to pay for the service call that she asked us to come out to do. We have asked her nicely to pay the balance due so it did not have to go to court. We sent her documentation twice to prove what we did. She does not dispute we came and fixed the issue. She just feels we should have done it free even 2 years past her warranty date. 

  Customer Answer

  Date: 03/24/2025

   
  I am rejecting this response because: I did not expect anything for free as **** of Rutherford Heating and Air has said in his response. However,  I am expecting them to honor that they told us they would not charge us for the service call.  Because that is what they did.  They came to our house when we called them for a problem, told us what it was and that a new condense pump would have to be installed.  They did not have one on their truck so they said they would have to come back.  They said they wouldn't charge us for the service call because they didn't have the part and were going to have to come back.  Since then, 10 months ago, they have been calling and harassing us for this charge (by the way they said it was $96.08) and we have been consistently telling them that we don't owe this charge.  ALSO, as an aside, to this day they have refused to acknowledge us or thank  us for business we sent their way because of our referrals after they put our system in.  They need to honor what they told us and not charge us for the service call.  
  
  

• Initial Complaint

  Date:02/27/2025

  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.

  We were contacted for an outstanding payment that was never billed to us. It was for warranty work for a defective unit installed by this company. Multiple calls in the last few months harassing for what was called a past due amount from a couple of years ago that was never billed to us. Clearly the business has very poor accounting practices and is trying to get us to pay for something we question. We have now been threatened with a suit in small claims county and have NEVER received a bill or itemized bill detailing what the charges are for.

  Business Response

  Date: 03/03/2025

  ***, You are correct on the part warranty. It does have a 5 yr. part warranty. It was installed in 2018 so when we replaced it was in 2022. So we did not charge you for the parts. You can see clearly from the invoice all we charged you for was the labor. The unit only had a 1 yr labor warranty and it had been 4 years since it was installed so the charge for labor was very justified because it was clearly out of the 1st year warranty.  I have enclosed documents from the original install and the service ticket showing we only charged you for labor. The $360 is just for labor. If you have any more questions feel free to call me directly on my cell phone at ************. Thank you.

  Customer Answer

  Date: 03/03/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me. Thank you for your assistance in this matter. I've spoken to the owner, **** *********, and we had a good, cordial and productive discussion. **** has fully addressed our concerns and we came to an agreement on payment & credits from the business to zero out the account.

  Please close out and delete this complaint as the business has responded and addressed the concerns.

  
  Thank you. 

  
  

• Initial Complaint

  Date:01/22/2024

  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.

  i had a new heat and air pump put in last year i ask him about the thermostat he advised me that the thermostat that i have is better then the new one that came with it advised me to keep it so on his advised i did we got are power bill and it was over 500$ this month so i called them to come out and check it come to find out the thermostat that they advised me to keep was bad we feel like they are responsible for it and should pay it is less then a year old and has a warranty with it should be covered under the warranty then they told us the thermostat did not come with the unit that we had to pay for it this is the first time we was told that we would have got it if they had told us but under there advised we keep the one we had by tell us that we feel like it should have been under warranty as same as the unit is if it not been for there ADVISED we would have got the new one they refuse to pay it i do not recommend them but if you do use them make sure you know everything up front we was never given a contract i signed i think it was a bill not sure they told me they would mail me a copy which i never received we have lived here 30 years i have never had a power bill that high it had done that before we paid a power bill over 300$ that was when they said it was the heat pump not the thermostat that we need a new heat and air pump it was still warm during the day and cool at night so all this time it was the thermostat it only occurred when the heat came on it was on let the stripped heat come on so now we will never know if i really need a new unit are just a thermostat i only had their word

  Business Response

  Date: 01/22/2024

  Rutherford Heating & Air installed a new system in Del ****** residence on 3-13-23. We saw that **************** had a fairly new thermostat. The salesman asked **************** if he would like to reuse his thermostat or if he would like us to install a new thermostat. **************** decided to keep his existing thermostat since it was still working. We installed the new system, and everything was running properly for the last 10 months. Then we got a call that his power bill was high and his system was not working properly. We came out and found that his existing thermostat was bad and quoted a price to replace it. I have attached a copy of the contract that he was given and signed showing " Existing thermostat to remain". Rutherford Heating & Air was very clear that his new heat pump system did not include a new thermostat and even noted it on the contract. His thermostat went bad 10 months after the system was running. Rutherford Heating & Air cannot be responsible for the high-power bill or the installation of his new thermostat since he advised us to reuse his existing thermostat that was working properly during the installation of the new system. I spoke to ************** and agreed to install the new thermostat at my cost of the thermostat and not charge him any labor to install it but he said he would let me know. Then I get this complaint to the BBB. I feel like this complaint is not fair since we stated it in our contract and when the old thermostat went bad I agreed to install a new one at cost and not even charge labor to install it. I am not sure how much fairer I could be in this situation. 

  Customer Answer

  Date: 01/23/2024

   
  I am rejecting this response because:      since i know nothing about thermostats i went totally on their advice he assured me more than once that it was a better thermostat so i said ok  i feel like since on there expert advice i said ok are you sure he said yes they should have known it was bad because this is not the first time once before it did the samething but at that time i was told it was the unit it self not the thermostat thats why they put in the new unit since i was since i went on their expert advice it should be under warranty just like if they had put the new one in it should care the same warranty as the new one i asked him about it and told them i feel like under their advice he said he was not gone to pay my power bill so this was the only choice i had and as it is for a contract i was handing something and asked to sign it so i did i was told they would mail me a copy of it which i never got hear is a copy of my past power bills the point is we were advice buy your company 
   
  01/11/24 Phone Payment Debit Card(Visa) -$172.13
  
  01/10/24 Dec 07 to Jan 08 Bill (33 Days) View Bill $694.70
  
  12/08/23 Nov 08 to Dec 06 Bill (29 Days) View Bill $172.13
  12/07/23 Phone Payment Debit Card(Visa) -$136.89
  11/09/23 Oct 07 to Nov 07 Bill (32 Days) View Bill $136.89
  11/06/23 Phone Payment Debit Card(Visa) -$104.31
  
  10/10/23 Sep 08 to Oct 06 Bill (29 Days) View Bill $104.31
  10/04/23 Phone Payment Debit Card(Visa) -$150.59
  09/11/23 Aug 09 to Sep 07 Bill (30 Days) View Bill $150.59
  09/05/23 Phone Payment Debit Card(Visa) -$167.23
  08/10/23 Jul 08 to Aug 08 Bill (32 Days) View Bill $167.23
  08/03/23 Phone Payment Debit Card(Visa) -$125.89
  
  07/11/23 Jun 08 to Jul 07 Bill (30 Days) View Bill $125.89
  
  
  
  i hope we can work this out reasonably.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 01/23/2024

  Del,

    I am sorry you had an issue with an existing thermostat, but we cannot warranty existing items we did not install. Therefore, I cannot be responsible for your electric bill. My offer still stands that if you purchase the new thermostat we will install a new one at no charge for the labor. Just let me know how you want to proceed. Thank you!

  Customer Answer

  Date: 01/24/2024

   
  I am rejecting this response because:
  I am rejecting this response because: WHEN SOMEONE WORKS FOR YOU AND GIVES ADVISED TO IS ACTING AS A AGENT FOR YOUR COMPANY THEN THAT MAKES YOU RESPONSIBLE A AGENT IS A PERSON WHO ACTS ON BEHALF OF ANOTHER PERSON OR GROUP IF YOU DO NOTKEEP YOUR WORD YOU GIVE ME NO CHOICE BUT TO TAKE OUTHER ACTION AGAINST YOU I WILL DO WHAT EVER IT TAKES TO PROVE MY POINT THIS IS YOUR SOLELEY YOUR RESPONSIBILITY BECAUES I WAS ADVISED BY YOUR WORKER TO KEEP IT