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Business Profile

Heating and Air Conditioning

Rutt's Heating & Air Conditioning
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Rutt's Heating & Air Conditioning has 4 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:02/06/2023

      Type:Sales and Advertising Issues
      Status:
      Resolved
      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.
      Consumer Protection Compliant
      (Deceptive Business Practices / False Reporting)

      On Monday, January 30th, I placed a call to have services requested from Rutt's Heating and Air for assistance with my furnace. I was informed that they were quite busy from the negative temps that had hit the local area. I received a phone call back from one of the local heating techs very quickly around 8:30 AM. The service tech was able to work on my furnace from 9:30 AM - 10:15 AM CST. * **** **** **** *** ****** **** *** ************ ********* ****** ** **** ***** ***** ** **** *** ** ********* ** * ********** ******* **** ********* ***** ******** ****** *** ***** *** ** ******** *** ******* ***** 

      I got my invoice billing statement this past Saturday, February 4th. To my surprise, it has 1.5 hrs. of labor recorded. I called the corporate office in ******** and spoke with Cindy and asked about why this was recorded this way. It was stated for 1 hour of labor and the reset was drive time. I informed Cindy, this was not correct and needed to file a billing error dispute. I explained that the tech worked at my home for 45 min of labor and I had no problem with them rounding up to 1 hour of labor for the other 15 min drive-time. Drive-time to my home in ******** from ******** or ********, which is where my tech either was located, or lives is only 15 min. To have an extra 30 min of drive-time added which is $*****, is the epitome of deceptive business practices and false reporting.

      I have no issue with paying for 45 min of work time and 15 min drive-time or 1 hour of labor and no drive-time for $******. I was happy with the service and the tech did a good job. This type of false reporting and deceptive business practices cannot be allowed to continue or operate in our society. ***** ** *** *** **** ********** ******* *** ***** ** **** ***** ***** ** *****

      Business Response

      Date: 02/23/2023

      We have reviewed the call for the customer below for which they are disputing their bill. Our employee drove approximately 20 min to get to the call and then 20 min to return to our shop - all of which is related to the service call and for which we need to bill them for. With the 45 minutes they state we were there and the time to complete the information by our technicians describing work done and parts/materials used we believe the 1.5 hrs of labor to be correct. However, we will waive the half hour they are disputing and consider this closed.

      Customer Answer

      Date: 02/24/2023



      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.




      Sincerely,



      Jamie ***********

    Rutt's Heating & Air Conditioning is BBB Accredited.

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