Included with my feedback on a Service Call performed by a Rush HVAC Technician is my check for $79.00. As background, we have two HVAC units that provide heating and cooling for a main level and upper-level residential house in the Greenwood area. Both units received routine maintenance by Rush in the March 2023 timeframe prior to cooling season and Freon was added by Technician at that time with a comment that one of the units might have a "leak" because it required an abnormal amount of coolant. At completion of routine Service, we received and paid a bill of over $800 which included labor and material for both units; seemed excessive but it was paid in full. On July 18, 2023, approximately 4 months later, the Main level unit lost the ability to maintain cooling and a request for Service was placed to Rush. Rush Service Technician responded the same day and troubleshot system and provide us with options to resolve problem.
Service Tech used normal methods to troubleshoot which included running the Main Level unit and monitoring pressure testing gauges which he applied to outside condenser unit. Upon completion of the test, I was told that the unit was leaking coolant and that adding coolant would be very expensive. When asked for details, Technician indicated that it would take approximately 6 Lbs. of coolant and because coolant was scarce, as it was an "obsolete" version, it would cost $165 per pound which would equate to $990 for just the coolant plus Service and "leak" would remain.... WOW! The technician also stated that various types/versions of coolant could not be intermixed so to fix the problem and return unit to service it would need to be replaced. It was further clarified that the entire system would need to be replaced which included Condenser, Cooling Coil and Furnace; THAT WAS THE ONLY OPTION. The technician disconnected testing equipment without further action and provided two quotes for HVAC System replacement which ranged from $10K to $12K. Because of the significant cost, I did not immediately commit to replacement of the system and the Technician departed within about 45 minutes of his arrival.
Because I was House Setting for a Family member, I forwarded quotes to Homeowners and discussed the current state of repair options, quotes and timing to make residence reasonably livable; it was over 90 Deg F. outside on day of Service. We decided to obtain some portable room cooling units and pursue an additional quote(s) to validate options and ensure costs are fair. I did some online research and found another company (a local Competitor of Rush) that was highly rated and able to respond within 24 Hours. Service Technician from second company responded within the 24-hour window and repeated troubleshooting techniques that Rush had used. I also provided what I was told by Rush and the repair/replacement options I had; no cost values shared. WELL, I GOT A COMPLETELY DIFFERENT STORY!! I was told that I needed approximately 2 Lbs. of Coolant (not 6), and that I could use a transition Freon called mo99 and, I could add a can of "Stop Leak" to system that had a 50/50 chance of working: all this for $400 including Service Call. It was also clarified that I should replace the Cooling Coil and Condenser at some point but, it could be deferred to a later date and this "temporary $400 fix" would probably get us through the cooling season. Although it was not a permanent solution it did provide a potential bridge between immediate system replacement at $10 K and getting the AC back on for $400: definitely a No-Brainer. Here we are roughly 3 weeks later, and the AC is still working fine.
When I received your invoice, for what I considered to be a Sales Call, I was very upset because it seemed like it added insult to injury. From my perspective, I'm being billed for technically inaccurate information and guidance towards one option......replace entire system with a costly option. To further add clarity, partial system replacement was quoted @ $5200 (by Competitor) versus entire system @$10 K (by Rush); a full $5K+ in cost avoidance!! Rather than fight about Rush invoice for $79, I've chosen to consider it a "Life Lesson Tuition" that helped us save over $4K+ long-term. Life Lessons normally cost some level of happiness, frustration, angst and/or some financial pain; this experience included all four. You might ask how happiness was involved...well, we're happy to say we'll never use or recommend Rush to Friends and Family!!!! Furthermore, I've received a request from Rush on my recent Service experience which I'll be "happy" to post on-line for others to consider before choosing Rush as an HVAC Service provider.
Respectively submitted for your benefit by current Life Lesson Student and prior Customer of Rush Heating and Cooling, Inc. read more
