Clarke & Rush Mechanical

Unfortunately when this client first called Friday at 6:27 pm our office had already closed for the weekend and our emergency services had already been filled, due to a record breaking heat wave. When our office opened Monday we were able to have her seen within 24 hours and restore...

operation during the initial visit.

Technicians alway arrive within the window specified. Are able to identify the problem & solution. The estimates are fair and the work is satisfactory.

Clarke and Rush has always provided excellent service. Mike G. continued that tradition. He showed up on time and did an outstanding job of servicing our HVAC system. Excellent people skills. Answered all questions fully and in a friendly manner. Would welcome him back anytime.

I have had Clarke & Rush for several years. They installed my system and have done all service as needed.

Very pleased with the service Keith A. provided and would gladly recommend to any friend or neighbor! Thanks. Jerry R[redacted]

I had Clarke & Rush come out and replace all of our shut off valves for our 2 bathrooms, as well as upgrade our bathroom faucets. Brandon came out and did a fantastic job. We have 60 year old galvanized pipes, so there was a possibility that something could happen to our drywall, but no problem. A few days later, we noticed a small wet spot developing near the valve and wall. Brandon returned and replaced the pipe in our wall at no charge and everything is working great. I recommend them highly because of exemplary customer service, that includes the office staff as well.

Review: Company was hired to repair heating unit. Sent technicians who installed inferior after-market parts not meeting requirements for unit, without consulting customer about choice of proper quality parts. Technicians installed materials improperly, causing further unit failure, and then attempted to get customer to purchase replacement unit as solution. Customer hired independent technician who identified inadequate work and materials from Clarke and [redacted], that left unit in a defective condition, and led to failure of heating unit.Desired Settlement: That company remedy damage it has caused to unit. That is, Clarke and [redacted] should provide competent, experienced and honest technician who will replace relevant parts in unit with appropriate manufacturer-quality materials, in proper locations, and in proper configurations. Clarke and [redacted] should further pay for verification that work was completed properly, by independent technician.

Business

Response:

We are in communication with this customer. We should have this issue resolved within the next few days.

Consumer

Response:

Clarke & [redacted] sent a mechanic back to my house to correct improper work done on my heating unit, and that I subsequently had an outside mechanic verify that Clarke & [redacted] used appropriate parts in this last repair. Clarke & [redacted] also sent me a $100 check, after I asked that they pay for the verification by the outside mechanic. I am done dealing with Clarke & [redacted] at this point. I would add, however, that Clarke & [redacted] has never explained to me why they did the work improperly in the first place, or why they initially used secondhand parts without telling me. Nor did they have anything to say about my supposition that they had left the unit in a condition that would cause it to repeatedly fail, intending to get me to purchase a new unit. After I filed my complaint with the Revdex.com, Mr. [redacted] did call me to say that he apologized, without specifying what particular actions he referred to. He very much wanted to get me to put an end to the complaint process with the Revdex.com. As I said, Clarke & [redacted] has taken the steps I asked them to take to remedy my situation, after I filed my complaint filed with you. I do believe, however, that consumers should be extremely wary of this company. Thank you for your help.

Review: We contracted with Clarke & [redacted] Air Conditioning to install a Carrier air conditioning unit. This unit had a 10 year warranty and only 5 years have elapsed since the warranty was issued. We specifically chose this company because they advertise 24 hour service for their products and repair services. On July 4, 2013 the air conditioning failed, and they sent an air conditioning repair technician to repair the unit. We were told that, because it was a holiday, that the technician was not obligated to go to their office to retrieve a Carrier motor, and that if we wanted the motor repaired we would have to agree to use the "universal" motor the technician already had on his truck. We were also advised that not only would the universal motor not be covered by the warranty, but that our agreeing to the universal motor would mean that the entire unit was no longer under warranty. The technician also tried to convince us that warranties can be "suspended" in emergencies, meaning that Clarke & Rush was not responsible for honoring the warranty. There is no such warranty law in California. Since Clarke and Rush had already agreed to the service visit and had already informed us of the service fee, they knowingly accepted a service fee with the advance knowledge that without using Carrier parts, any service performed would require that the Carrier warranty could not be applied to that part. They therefore accepted a service fee with the intent to violate the warranty. In addition, since it was 110 degrees out, they also knew in advance that the repair would have to be made the same day, leaving us with no choice but to accept the "universal" part offered. This was not only deceptive in advertising 24 hour service (but refusing to provide it including the parts they advertise and represent) but also engaged in a service contract for repair with the advance intent to violate the warranty. We would appreciate your investigating this matter and making Clarke & Rush accountable for their warranties.

Product_Or_Service: Carrier Air Conditioning Unit

Desired Settlement: DesiredSettlementID: Refund

We would like Clarke & Rush to reinstate the unit warranty as well as refund the amount for the motor we were forced to purchase ($475). Since they knew Carrier parts would be required and accepted a service call knowing that they could not be provided, they intentionally acted outside the bounds of the warranty agreement. We feel this action on their part was not only extortive but constitutes deceptive business practice.

Business

Response:

Business' Initial Response

After speaking with [redacted] at this time, the problem that she had experienced with Clarke & Rush has been discussed as well as resolved.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Clarke and Rush agreed to send a letter stating that in future they will honor the existing parts warranty on the equipment, so we are satisfied that they will agree to honor this warranty in the future for the remainder of the warranty period.

Business' Final Response

Contact Name and Title: Jessica [redacted] Sales Coord

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@clarke-[redacted].com

After speaking with the customer as well as contacting Carrier, we were able to have Carrier agree and authorize to use the after market O E M motor that was available due to it being a holiday weekend. (The 4th of July) The installed part is still under her current warranty and the customer was only billed for the diagnostic fee as well as labor.

Review: I bought an air conditioner and furnace from Clarke and Rush in August of 2012 at my rental property ([redacted]) it's having problems. The company charged me an 89 dollar diagnostic fee and now want 369 dollars to put s dye in the system. This seems outrageous because it's only a 3 year old system. I got a 2nd opinion from another company and they said that I shouldn't have to be charged anything.Desired Settlement: Repaired without a service fee.

Business

Response:

We talked with customer and informed her of the charges associated with the leak search & that her manufacturer warranty does not cover these charges. We told her that if the leak was due to Clarke & Rush’s installation and not due to a manufacturer part, we would repair the leak at no charge & refund the dye leak search. However, if it is due to a faulty manufacturer part she would be responsible for the labor, and the part would be covered under the manufacturer warranty. We also sent her documentation on the manufactured part in question. Please let us know if there is any additional informationThank You, Clarke & Rush

Review: I had Clarke & Rush come to my home to do a solar estimate. On the website, and via a chat online with a Clarke & Rush Representative, I was told that "just for having" the company come do an estimate, I would receive a $125.00 [redacted] gift card. The Company has refused to honor that advertisement and is now telling me that I would only receive the gift card if I purchase a solar system. I believe that this is false advertising and very dishonest.Desired Settlement: I would like Clarke and Rush to honor their advertisement and send me the $125.00 gift card.

Business

Response:

Just spoke with [redacted] and let her know that this was a miscommunication by one of our former employees and sincerely apologized for any inconvenience... We by all means honor the advertisement of the $125 [redacted] Gift Cards for a Solar Estimate on a qualified home. We have ordered her $125 [redacted] gift card today and she will be receiving it with the week. Please let us know if you should have any questions or require additional information. Thank You,[redacted]Clarke & Rush - Brand Manager[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: I purchased a new HVAC split system from Clarke-Rush on May 11, 2015 and installed on May 15, 2015. All parts and labor were paid paid for COD per the contract of $4,575. At first the system seemed to work just fine. On June 26th the system seemed to stop working with NO air flow from the AC system. Although the compressor was working fine there was no air =flow from the registers on Friday night it stopped working. We called and set an tech appointment for Monday. The earliest date and time was Monday 5-7 pm? All of a sudden the system started working on Monday in the am. We waited to see what would happen. The tech showed up and said the compressor was impacted with debri from mowing my lawn, and restricted flow from the air filter (replaced with the new system) I followed his instructions and hosed off the compressor coils and replaced the filter. It stopped working that night around 9:00 pm/ We let it go for a few days then called back to set up a new appointment. This time the same tech came out and said we had miss-programmed our [redacted] thermostat. Next we waited to see if the system would correct itself. It did not. I called again to complain and the same tech came out and was very rude saying (we are is) and programmed the system for 80 degrees. At that moment he was right and I went back to reprogram the Nest going line by line to change the settings. After I did that it still did not work so I looked at all the You tube videos for this issue.NONE addressed our issued so I called the support line. After hours we realized we needed to check by replacing the NEST unit with the original. We did again, after hours of reconnecting the [redacted] thermostat to the original specs. So now it should work. It does NOT work. We are having an independent inspector come out to evaluate our system as certified by NEST.Your advised that after two chances to resolve this we will file a consumer complaint with the Department of Consumer affairs. We will hire an outside company to make the repDesired Settlement: NONE

Business

Response:

We have been in contact with the customer and have resolved the complaint. We sent out a senior technician and confirmed the lineset was undersized and the TXV needed to be replaced. We are correcting the problem and no charge and refunding the independant contractor, [redacted]'s dignostic fee.We sincerely apologize for any invconvenience this may of caused. Clarke & Rush