Ripoff Report Verified™ REVIEW:
EDitor’s UPDATE: Positive rating and recognition has been given to Air Rescue
for its commitment to excellence in customer service.
Air Rescue has demonstrated to Ripoff Report a continuous improvement policy designed to produce the highest performance in delivering a satisfying and valuable experience to each and every client. These changes have occurred under the authority of the new management team over the last 24 months and are almost unprecedented in this industry, Air Rescue takes every step known to them and constantly updates their procedures based on client feedback to deliver the best value in HVAC comfort and performance possible.
Air Rescue tries to learn from experience and listens to every client’s concern with attention, professionalism and gravity so that mistakes are not repeated. A management roundtable regularly reviews client concerns and formulates policies and procedures to insure that the smooth delivery of exceptional value and service continue as they have for over 65 years.Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business.. The information provided in this report is based on comments made by Jim Myers and Steve Cox during an on-site inspection held by a third party verification company with no biases toward Air Rescue.
Air Rescue’s target market is all single family residences in the Tampa Bay Metro Market that have Heating Ventilation and Air Conditioning systems (HVAC). The company mentions that their unique features are Total System Rejuvenation which is designed to develop, build, and maintain long term client relationships. Their complete product line includes exclusive Green Homes building performance systems and products, custom designed duct systems and complementary air conditioning and heating systems, and full line of indoor air quality products and services. Air Rescue states that their guarantees and warranties they provide with many products and services set them apart. Additionally, the company states that they are committed to client satisfaction, safety, comfort, and economy through continuous process improvement, adoption of both tested and leading edge products, systems and technologies, and staff training.
The company’s first point of contact would be the initial scheduling of the appointment. From there, they would perform a call to confirm the appointment with the client the day prior. For an installation job, the company would complete a call to client confirming the details of the products, what they would be installing, and the payment terms would be discussed. After every visit performed, the client receives a call to ensure the client is satisfied with services rendered and answer any questions they may have.
In working with Air Rescue, a customer requests that a technician would come to their home to diagnose the problem. The technician identifies the issues and presents the client with several options before proceeding with work that needs to be completed. The technician goes through the options thoroughly explaining the options to them and has them identify in writing that they have heard and understood the options while making their decision. The company has a check and balance system in place that includes their 100% satisfaction guarantee stating the client does not pay until the job is completed to their satisfaction. They are able to measure this by asking the question, “How willing would you be to recommend us to a friend or family member?” Their goal is to achieve recommendations 95% of the time.
Internal processes within the company have been engaged in a consistent and major change cycle since the beginning of the housing boom. Air Rescue first had to make changes to meet market demand with an uncertain economic future, increased governmental intervention and a difficult labor market. When the boom went bust, the company explained that they had to re-invent themselves in one of the worst economic environments in the nation while still piloting for growth and acquisition of new business, product lines and systems. Steve Cox, General Manager states, “We have seen three top-level management changes in four year and it is in the midst of reviewing every policy and procedure on a daily basis. You could say that all the processes and procedures are under review and many need improvement. The key and number one issue in our company that is staffed 24/7 is communication and that is one area we are constantly working on.
Some of the complaints that the company has received is that their pricing is too high or they have been out multiple times and the problem still is not corrected. If the issue revolves around pricing and if they are not able to explain value to the client, they will ask them what they are comfortable with. Should the client’s request be in reason, they will match it. When the company deals with issues concerning that they have been out multiple times and the issue still progresses, Air Rescue sends out a supervisor to ensure a resolution is met. In every case, the company generally asks what the client would like to see happen in order to rectify the issue and within reason the company states they follow through with that request.
An example of Air Rescue receiving a complaint was when a client contacted the company about a concern that dated back to 2010. The client had several things going on their personal life and had not had a chance to get in touch with Air Rescue. The company sent out a technician to review his concerns and determine the scope of work. The company did perform the work and the client was happy that even though time lapsed, the company still addressed the situation.
Since complaints have been filed on Ripoff Report, the company has hired an Operations Manager that is directly responsible, among other things, to monitor the installation process. The OM started in the industry as an installer himself and has done site visits to ensure installations are up to standards. Additionally, the company stated that he is creating a checklist that highlights the key terms of the install process that the client can look at themselves before installers leave and have them sign off that they are satisfied and would recommend the process before receiving payment.
Air Rescue states that they are committed to total customer satisfaction and the opportunity to be a part of the Ripoff Report Corporate Advocacy Business Remediation and Customer Satisfaction Program gives them another way to address any issues, problems or concerns that may have been missed otherwise. Furthermore, Steve Cox states that internally, “Empowerment has been key in ensuring that we are able to resolve issues at the lowest level possible.” An employee in the Customer Relations department mentioned, “I have noticed a lot of positive changes. First, customer service has improved a lot over the phone. Current employees seem to be friendlier and more patient. Additionally, I like the team work I see within dispatch and customer service. There is a change in how we speak to our customers over the phone which makes it a lot easier to be friendly, rather than pushy. I appreciate the change in dispatching with zoning areas, professionalism over the phone with dispatchers and technicians. Furthermore, in any company you will always experience concerns. I do feel that concern have gotten the better and have been under control and when a concern is taken I feel that current management has been great at working together to resolve it as soon as possible.” Why Choose Air Rescue? / Statements from the owner.
1.“We Do It Right the First Time”, we get down to business.
2.100% Customer Satisfaction. Your satisfaction is our attraction.
3.No Surprises Guarantee. The price we agree upon is the price you pay.
4.Air Rescue guarantees that we will leave your property more clean than it was when we got there!
5.Comfort Guarantee. We guarantee that the system we install will heat or cool your home within +/- 2 degrees at the thermostat.
6.24/7/365 Service Guarantee. We work whenever your A/C doesn’t, no matter when. We are available to come to your “Rescue”, 24/7>
7.Lowest Price Guarantee*
8.Licensed and insured professionals
9.Attractive financing alternatives
10.GOLD Club gives you priority appointments and service
11.Experts in energy efficient HVAC design, installation, service and repair
Contact us at (888)638-3792 today to speak with one of our experienced customer service representatives. We would be glad to make you another happy, satisfied customer. ”
Steve Cox, general manager of Air Rescue has stated that his philosophy of customer service puts the client at the top of the pyramid and every effort the company makes must be focused on total client satisfaction. Clients are the most important part of any equation and every decision, action and effort taken must all point towards the clients best interest. Air Rescue’s philosophy of the “Triple Win” , where the client wins, the technician wins and then the company wins, puts the client first every time.
Air Rescue is a full-service air conditioning and heating contractor with the ability to service and install complete heating and air conditioning systems. In addition to scheduled service checks, repairing of existing equipment, and installation of new equipment, we can help you find ways to reduce your energy bills through a thorough cost-benefits heating and air conditioning analysis. We have an extensive history of repair service on all brands of central air conditioning and heating systems.
Air Rescue’s installers have over 100 years of combined experience and one of the best records for “done right first time, every time” installations in a highly contentious and variable code market. Which means that our technicians are expert in installing your system under the different codes in the more than 32 code jurisdictions we provide customer service in. Our owner Jim Myers has emphasized our overall goals are 100% customer satisfaction with 100% refer ability by providing the highest quality and value in customer experience through care, attention to detail and technical excellence. Jim is a professional engineer (PE) and oversees all of our technical programs and design standards to ensure these goals are met. To Air Rescue, clients are family and must be cared for and treated like family. ”
Our First Free Total System Rejuvenation (FFT) on newly installed systems means we will be going back within 6 months to revisit our clients, verify the operation of their system and address any adjustments that need to be made now that the client has some experience in the living space with the new equipment. The FFT also begins the maintenance cycle that will extend the life of the equipment, increase comfort and economy and, establish a long-term relationship that will benefit everyone involved.
Air Rescue takes employee satisfaction seriously as well. Employee feedback and surveys reveal comments such as this: "Air Rescue provides a very positive environment to work”. Opportunities for suggestions and improvements are encouraged. Air Rescue sponsors a variety of employee-centric activities and events including monthly company meetings, quarterly events like picnics and ball games and the annual holiday party in December. Every meeting, awards and recognition are distributed and fun and games with prizes are part of the schedule. A happy workforce is an asset when you have the lofty customer service goals that Air Rescue has publicly displayed.
Steve Cox is truly concerned about our contribution to the company and providing growth opportunities for us and we regularly promote from within as a result of our rigorous and continuous training program. Steve takes the time to listen and communicate with employees and customers." Rip-off Report was pleased to learn that Air Rescue’s past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction. Air Rescue also takes its commitment to the community it serves seriously. Air Rescue is a contributor to “The Special Operations Warrior Fund” and provides STATED IMPROVEMENTS
Air Rescue recognizes that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities and in fact we call them “gifts” and post them on our gift board for everyone to read and learn from. With feedback generated by Ripoff Report’s Investigations Air Rescue will continue to make organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience.
In summary, after our investigation, which included discussions with Jim Myers, Steve Cox, the management team and employees of Air Rescue Air Conditioning, Ripoff Report is convinced that Air Rescue is committed to quality delivery of services resulting in total client satisfaction. Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike. Read about Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program,.. A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer .. The people at AIR Rescue did just that with no issues. Check out Air Rescue’s website Tampa Bay Area Air Conditioning & Heating Repair, Service & Installation NOW TO THE ORIGINAL REPORT THAT WAS FILED
Air Rescue air conditioning services Sheppards COWARDICE COMPANY TO HANDLE CUSTOMERS. NOTHING BUT THE RUN AROUND. MY 1 YEAR OLD NEW UNIT HAS A LEAK IN THE COIL. AIR RESCUE HAS BEEN GIVING ME THE RUN AROUND TO REPLACE THIS COIL. Tampa, Florida
On 6/13/09 we had a new air conditioning unit installed by Air Rescue(technician Rob Venus installed it). Everything was working fine until our 1yr tune-up. On 8/14/10 Daniel from Air Rescue came to our home. He replaced a UV light and the capacitor, which went bad in 1yr(Ithink this was a lie also). He installed a starter kit(pricier thna other companies) to help the unit function more efficiently.
He checked the refrigerant levels (410A)and found the levels to be a bit low. He replenished the refrigerant and he was to return on 8/16/10 to replace the air filter. As the evening wore on the house stopped cooling all together by 9PM our home was 98 degrees.
We called Air Rescue and explained what had happened and Darren,an installer for the company came to our home to check out the unit. He arrived at our home at approximately 11pm and he left at 1:30am. He discovered the evaporator coil was frozen therefore,the unit couldn't cool. He also discovered that the unit was drained of refrigerant when it had just been replenished a few hours earlier.
Darren filled the unit with more refrigerant but he did warn us that there is a leak and it would leak again. He pulled out large chunks of ice from the air handler and he recommended that we keep the unit off until tomorrow when another tech would be out to check the unit after it defrosted.
On 8/16/10 Miles L. Thomas came to our home and he discovered that the unit was still leaking refrigerant. He replenished it again and instructed us to turn the unit back on cool and keep and eye on it to see if it freezes again or begins to cool the home. Miles said another tech will be out tomorrow to check the refrigerant levels. By 10pm that evening the house did cool.
On 8/17/10 David Nordstom came to our home to check the refrigerant levels and they were low yet again. He filled the unit with refrigerant again and injected a dye into the unit to help find the source of the leak. Mr. Nordstom said he would return on 9/3/10 to follow up on the dye injection.
On 9/3/10 Mr. Nordstom returned and found that the evaporator coil was the source of the leak. He informed us that this was a 2 man job that required a high jack and an 8 ft. ladder. At this time the Stage4 UV light needed to be changed it failed as well at 1yr. and we had Mr. Nordstom install a 2nd surge protector on the air handler. An appointment was set up for 9/11/10 between 8-10am.
On 9/11/10 we received a call at 8:30 am that a tech called in sick and that this needed to be rescheduled for 9/18/10 8-10am. On 9/18/10 we waited and at 10am we called Air Rescue and spoke to Janeene who informed us we weren't even on the schedule and a tech called in sick again. She apologized and offered 1yr free service membership for the mix up and she rescheduled us for 9/25/10.
On 9/25/10 we called Air Rescue again at 9am because no one called or showed up. After speaking to a receptionist we were transferred to Steve Cox,a manager,he says this is the first he heard of this. He said all of this confusion is due to the fact a new scheduler has started(another excuse).
Steve tried to give me a number of a new install scheduler. I stated to him that I do not need to call anyone. You the company needs to get a 2 man team out here and finally replace it.
Steve said ok and hung up on me. They sent a tech out to check the refrigerant levels which ended uo tbe low(no kidding I have a leak). Today is Sunday and I have not heard from them. Let's see what this week brings.
I filed a complaint with the BBB and to no surprise they have an F rating.