Rescue Your Air & Drain

A pack of liars and thieves. They were sent to replace my water heater by First American Hime Warranty. I was told I needed $640 in modifications to install a water heater that should have been replaced at no cost by the warranty. I got two other plumbers' estimates and was told that no modifications were needed. I took delivery of the replacement water heater and paid $250 out of my pocket to a different plumber to install. Both First American and Rescue Your Air and Drain are crooks. Avoid both at any cost.

I have a pipe that burst in my home and has caused some flooding and significant damage. I have a home warranty through American Home Shield and they referred me to Rescue Your Air & Drain. After waiting all day for my scheduled appointment - I receive a text stating that my appointment is being rescheduled because I was not at home. I was perplexed as I have been home all day.

After reviewing my home security footage - The technician that was scheduled to service my home did not ring my doorbell. I have security video confirmation that he walked up to my door, placed a We Missed You sign on my door, and walked off. When he got out of his car - he did not even close the car door showing he had 0 intention of servicing my home.

My home is flooding and the technician couldn't be bothered to ring my doorbell.

They didnt show!!  They left a voice mail, instead of letting the phone ring through.  They asked me to call them back to confirm...6 tries later, someone answered oh sorry, we're across the bridge now.. we cannot come back  THEY WERE NEVER HERE to do the job they contracted to do!!!

Used our home warranty to call in a request to have someone come and look at our sink that was backing up with water without a reason. We were assigned Rescue Your Air & Drain. I am SO IMPRESSED with the professionalism and knowledge of the two men they sent out there. One was named Fred. He was super knowledgeable, knew exactly what the issue was and explained what was going on. He also looked at another issue were we having. Took the time to explain that issue, what he did to fix it and possibly what would need to happen in the future if it kept happening - the part was just old, but was working now and he said it could keep working for years. He fixed both issues and was gone in less than 30 mins. I am always worried when repair men come, but they both were just so nice, respectful, knowledgeable I was so impressed and would recommend them to anyone who needed a plumber. If we have any future plumbing needs I will request this company and this plumber. Thank you for a valuable experience!!

Where oh where do I start.  I really thought long and hard before posting a review as I know how important reviews are to me when I am making an informed decision about using a company.  

Let me say that I wanted to give this place a chance but even as I write this review, they have STILL failed to meet the mark.  

It all started on May 19 when I noticed my air wasn't cooling properly. I placed a call to my home warranty company (that review will be posted too) and they assigned company called Rescue Your Air..... let me first start by saying they should call the Arkansas Secretary of State and change their name immediately because they did everything but RESCUE MY AIR!

I should have suspected they were full of shit when I noticed their name had already been changed from Delta Heating and Air to Rescue Your Air.... usually when companies change names they're running from something.... in my opinion,  probably a bad reputation.  

Needless to say,  they told me it would take a week to get out so trying to understand I waited. An extremely nice tech came out on 5/27/22 by the name of  Josh, he was professional,  very knowledgeable and gave me honest answers to my questions.  After a quick look he noticed my compressor was out.
He explained my options and let me know someone from his office would be calling to finalize next steps..... here's where the nightmare of this story begins!

I received a call a day later with the details and let them know I wanted to proceed with the repair through my warranty company. I called the warranty company as well and was told that they were ordering the parts and they should be ready in about a week.  I was headed out of town so my patience was fine with the week as temps were rising but I didn't have to be home to endure. The warranty people approved the repair and told me to work with Rescue Some Other House's Air (because they didn't Rescue mine) to schedule a day/ time to complete the services.

During my week away I called to check on the parts through Rescue Somebody's Air (because they didn't Rescue mine) daily.  Literally day after day and no one answered,  called back,  responded to emails, voice-mail or even initiated a call to me.  By Thursday I was getting irritated so I called First American to complain.  They explained that the parts had been ordered but Delta  (the other name Rescue nobody's Air users) has to pick it up from the warehouse and schedule a time with me.  I called 10 more times that Thursday and no one not one person called back.  

On Friday I'm fuming as my trip is coming to an end,  temps have reached 100 degrees and still no call to schedule.  I called about 6 times on Friday morning and finally reached someone. I told them what First American explained and asked when were they coming.  They offered to come Monday but since I was traveling and didn't want to chance missing them, I asked to be scheduled on Wednesday 6/15/22  between 8-12.  By the time I arrived at my house the temperature inside was 102 degrees and with an illness,  there was no way I could stay.  So I bummed a couch or two until Wednesday in relief that my air was getting fixed! Hooray !!!!!

Sike!  On Wednesday morning I got up with anticipation and relief that this nightmare was finally over.  I waited patiently  as my assigned repair window dwindled slowly At 11:30 after not hearing from anyone u called to see if the tech was in route,  of course no one answered.   I began to call First American and decided to look at my account while I wait on hold.  Somehow First American had me listed from 12-5 and not the 8-12 that I originally agreed upon.  Irritated but not petty I decided to hang up and wait,  basically just happy it was going to be fixed,  a couple of more hours wouldn't kill me, right... think again!

Around 2:30 after no communication from Rescue Their Own Air (because no one rescued mine) I called to see if they had an ETA on the driver.  ETAs can only be provided if someone acknowledges your call or  calls you back.  Of course by now I know the routine so I called back every hour on the hour. At 4 o'clock I finally got someone who told me that the cancelled my appointment because the part wasn't available when they went to pick it up that morning .
I went from sad, to mad, to angry to furious in seconds as questions puzzling me: 1. Why didn't someone inform me? 2.When did they find out? 3. Where you just not going to say anything? 4. Why was my appointment rescheduled in the first place? 5. What kind of shit hole company are you running?

I went back through my phone to find the people I communicated with when this all started,  Josh and Fred.  Fred came across with some authority so I reached out to him.  I told him what happened to me and that no one called.  He was very apologetic and told me that he would make it right he said no matter when they get the part he would personally make sure I get serviced even if it's after hours. I guess my exhaustion

They were reluctant to give me a morning appointment in the morning because the tech is not normally in that area before noon.  I explained that due to my work schedule, only a morning appointment would be possible. They gave me an appointment for 8am-12pm more than a week away. The day of the appointment,  they claimed that the tech had an emergency and would not give me another morning appointment.  I guess they only have 1 HVAC tech and he/she decides when and where they will work.

My home warranty company assigned them for my AC. I completed the claim on the weekend. Monday morning I received a text asking if a time was good for me. Technician was timely and very pleasant. Once he arrived my air was blowing snowballs within minutes! I recommend this company to anyone.

My home warranty company sent this company out and the Tech broke my drain. I reported it and of course the tech denied the damage. I then called the company back and was told by someone name Brandie that because their tech said he didn't do it then there was nothing they could do to help me and that I would need to file a new claim (meaning pay for their technician damage). Very unprofessional, no one calls back when they say they will and only cares about the money.

Rescue was called out by American Home Shield for a service call on a tankless water. The tech showed up without any tools and performed a diagnostic on my water heater without even removing the cover plate from the unit. He looked at one error code, after being told that it was throwing multiple codes, and that was it. The water heater itself was leaking internally, dripping onto the electrical, and ponding in the bottom of the unit. All of this the tech would have been able to see if he had bothered to even take off the cover of the unit to perform a true diagnostic. Instead, they sent in a report to AHS three days late and offered to flush the system as a repair. I contacted the owner, sent him pictures and videos of the leak and informed him that flushing would not repair the unit. In fact, it would most likely flood my attic. I also explained how his tech did not do his job properly by performing a true diagnostic on the unit. Instead of owning up that his tech did not do his job properly, he told AHS that I did not want to repair the unit and wanted a cash out...forgetting to mention that the unit could not be repaired and his repair was likely to cause more damage. I work in this industry and had a licensed master plumber come double check my findings and they were confirmed by him. If you are expecting quality work and good communication, I would strongly advise against using this company.

We called May 30th about a hot water heater not working and they sent an HVAC guy Instead of a plumber.

He relit the pilot light and left. We called a few hours later telling him it had gone out again and that it was probably the thermocouple.

We called the guy a few days later and he said he would check into it.

It is now the third week without hot water and we can't get in touch with them. Their main number has never picked up.

They were recommended by American Home Shield.

This company is very friendly make you feel like you family, they always come in the time frame. My air had been out since this summer no one could seem to find the problem. Let me tell you about Andy !! He took his time found the problem and got us back and running. This man loves his job you can tell by his pateince he shows towards customers by listening to them, and solving the problem..

Very knowledgeable & personable. I even got my appointment a day earlier than originally scheduled. Brennan was very courteous and explained what he was doing while the work was in progress. Definitely would recommend and use their services again.

This contractor keeps closing service requests and not completing the job. American home shield keeps opening service requests and even after scheduling an appointment the request was closed so inimagine whenni call them monday they will tell me the requedt was closed and still will not keep the appointment.

Today is 6/29/21. They installed a new water heater on 6/21/21. We were told we'd have hot water by 5:30 that day and we're still waiting. They came back out on the 24th and said a piece was broken and they would be back on the next day to replace it and they never showed and didn't call. We called back that day and still haven't received a response. Don't use them, find someone who knows what they are doing and know what it means to be professional and is responsive to their customers.

UPDATE 7/8/21
*** We finally got some hot water, but we realized they removed a short 50 gallon tank and installed a tall 40 gallon tank which is causing a code violation because the air ducts are now resting on top of the tank. I don't understand why the correct hot water tank one was not ordered. On 7/2/21 we were told they would be back this week to install the correct tank. Today is Thursday and we still haven't heard from anyone, nor has anyone else been out to rectify the situation. We have tried calling again several times and just keep getting voicemails and no return calls.  I'll be contacting Code Enforcement and BBB because they were paid in full on 6/21/21 and the service is not completed correctly yet.

This company was recommended by American Home Shield whom I have had for years. This is the first and last time this company will ever be used by me. I put in a request to have my garbage disposal fixed but when he got there: it was working. I had already paid my deductible with AHS and this guy stated he would let the company know he didn't do anything. This company billed out that they serviced my garbage disposal.