ComplaintsforARS/Rescue Rooter

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am extremely disappointed with the customer service and overall experience with ARS Rescue Rooter. They installed a our unit a few years ago. It's been almost a month since I first contacted them about my AC issue, and it still hasn't been fixed. The customer service has been abysmal; I've had to make numerous calls and yet there is no resolution in sight. I have forked out over $2000 in the past couple of weeks for them to keep changing parts. and now asking for almost another $400. I have three children in the house and its stay close to 80 degrees pretty much the whole time. There solution was to go to ******* and buy a standing ac fan for the house until the problem was fixed. Each time I called, I was met with unhelpful responses and a lack of urgency.The technicians were all very nice. But didn't seem to diagnose the problems correctly I trusted ARS Rescue Rooter to handle this matter professionally, but they have failed at every step. It's incredibly frustrating to be left without AC, especially during this hot summer month. I expected a reputable company to provide timely and efficient service, but unfortunately, ARS Rescue Rooter has fallen short of these basic expectations.

  Customer response

  07/12/2024

  ARS has contacted me and resolved this issue. Thank you 

  

  Business response

  07/15/2024

  
  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  Tech sent out on 7/13 to resolve the issue. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

  Customer response

  07/17/2024

   
  Date Sent: 7/12/2024 3:17:26 PM
  ARS has contacted me and resolved this issue. Thank you 

  
  

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  ******* installed a new HVAC Unit at my home in May 2024. Two months later, the unit began leaking water. An inexperienced technician came to my home, inspected the unit, did not speak clear English, left my home with no explanation and no resolution. I asked the company to send a more experienced technician. I called several times, was scheduled 3 times for another inspection and no one showed those 3 times.My unit is still under warranty and needs repair. Any help you can provide is greatly appreciated.

  

  Business response

  07/12/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We left the customer a voicemail to schedule an appointment. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  ****************

  *************, GA 30044

  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  They did a havac cleaning and check up. I told them I did not want to purchase a new unit as mine works fine. They started calling me a few times a week. I asked 3 different people not to call me and they said they made a note not to call. Since then, I have received over *****************************************

  

  Business response

  07/09/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We apologize for the inconvenience and have added the customer to our do not call list. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************

  942Brookwood ct s

  ***********************

  
  

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our AC unit stopped working and we had a technician from ARS Rescue Rooter come to our home on 6/21/2024 for a diagnostic quote for repair work. The technician looked at the condenser outside and the electrical panel in the basement and diagnosed the problem as being a flipped circuit breaker in the basement, and turned it back on. The unit started working again and he told us we could keep using the unit as it was functioning properly. He began a sales pitch telling us we should get an immediate follow up "free quote" for a total system replacement. His justification was that the condenser was old and was possibly leading to energy efficiency issues which might explain why the circuit tripped the breaker due to pulling too many amps. He told us there would be no problem in continuing to use the unit and that worst case scenario we would either have the breaker occasionally get tripped, and a higher energy cost, and suggested that we replace our unit because it is an R22 unit. Two weeks later, our unit has broken down again (circuit did not trip), and we have water damage in our attic, leaking into the upstairs living space. I tried to contact the company to have them diagnose this, and tried to explain that I don't think this was caught the first time they came out. The customer service manager was extremely rude and threatened to keep hanging up on me, and that I "couldn't understand" and that it's my own fault for not knowing and using an old system. I believe this was negligence, for an incomplete diagnosis that caused preventable water damage if the diagnosis had been complete. The company disagrees and has been extremely offensive and rude in handling this response, refusing to accept any responsibility, and making threats to withhold various stipulations or threating to cut off communications if I would not concede to say this was not their fault. I would like compensation to repair the damage to my home and a refund for the first appointment.

  

  Business response

  07/10/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have reached out to the customer and will refund the fee. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/10/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. I have spoken with ARS and they said they will mail a refund. If the refund is not paid as agreed upon, or in the full amount, I reserve the right to file another complaint to reopen this issue. 

  
  Sincerely,
  
  *******************************

  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I recently had service on my air conditioning by ******************* of Tidewater Virginia, which they installed 4 years ago. My unit was still under warranty for parts. Technician replaced a capacitor and circuit board, neither of which was very difficult to do. This cost me $ 735!!! And that's after signing up for their maintenance program at 15% off!!!!! I don't understand how you charge over so much in diagnostics and labor. I work in the service industry, do they not have a standard hourly service rate? This is ridiculous to me and if I didn't have a 4 month old baby in house, I would not have paid this!!!! When I look up average costs in my area, they are way on the high end, and that's without warranty on parts. I was then told I have a refrigerant leak and that would cost me an additional $450 dollars just diagnose, then any labor associated with repair. I asked how much to to add refrigerant and was told $250 for 1st pound and $150 additional pounds. I needed 2 pounds which would have been about another $700 plus just for refrigerant! I don't think this is fair. I expressed my concerns to the technician that came out and the Service Manager never returned my call.

  

  Business response

  07/09/2024

  
  American Residential Services, LLC D/B/A ******************* ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  Customer was quoted for and received service on his unit.  He signed up for an Elite plan and received the appropriate discounts. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/11/2024

   
  Complaint: 21918991
  
  I am rejecting this response because I feel like I was ****** and excessively charged for the repair and services. I also felt somewhat coerced into getting a Maintenance agreement as I needed a discount because of the excessive charges. At this point I am not looking for any funds back, however I would like to be removed from Maintenance Agreement with no penalties. So that I can no longer be connected to ******************* in and way whatsoever. Thank You
  
  Sincerely,
  
  *********************************

  

  Business response

  07/12/2024

  
  American Residential Services, LLC D/B/A ******************* ("ARS") has received your email rejection regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  The customers Elite plan has been cancelled and he was refunded the $20.00 monthly payment that was made.  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *********************************

  217 SPRING RD

  ********, VA 23690

  
  

• Initial Complaint

  06/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 10th a service technician came and performed the yearly maintenance on my AC. He did not do all of the required checks and jobs on the unit. A week later a leak was discovered in the unit which I believe was caused by the technician. After multiple attempts to resolve the issue, my problem was not resolved.

  

  Business response

  07/03/2024

  
  American Residential Services, LLC D/B/A Blue Dot ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We spoke with the customer and are processing a refund. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5-29-2015. Purchased HVAC system from ARS that included 10 yr parts, labor, compressor warranty.6-05-2015 System installed 4-30-2024. ARS made service call because AC was not working. Was told compressor needed replacing. The compressor and labor was still under warranty but there would be a cost of $1000 to cover refrigerant. I agreed to terms and was told it would take 2-3 days for parts to come in and ARS would install part(s).5-01-2024. Received text message from ARS stating appt has been scheduled for Thursday, 7/4 between 12:00AM and 8AM. I called ARS regarding text and told the date and time in the text was a place holder until they got the part. I was told the parts department would call me before end of day with more information. Did not receive call from ARS.5-02-2024. I sent ARS a text asking if there was an update to their text from 5-01. Did not receive a response.5-06-2024. Called ARS to get update on part(s)/installation and was told they would have the parts department give me a call. Did not receive call from ARS.5-08-2024. Called ARS to get update and was told this would be escalated to parts manager and the manager would call me back. Did not receive a call back.Called ARS two more times, the last time was 05-16-2024 and once again was told the parts manager would call me. As of 06-27-2024 I still have not heard back from ARS.05-16-2024. I called ARS one last time and once again was given the run around at which point, I called ******* and Son. They came out the same day, looked at the system and confirmed the compressor needed replacing. ******* and *** said the compressor was covered under warranty, but the cost of labor and refrigerant was my responsibility.05/22-2024. ******* and Son installed compressor. Because ARS refused to honor the contract I had with them, it cost me an additional $1080.00 to have my system repaired . Due to breach of contract ARS owes me $1080.00

  

  Business response

  07/03/2024

  
  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have left customer a voicemail and sent an email. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/06/2024

  07-03-2024.   Spoke with *************************, ARS representative.  Although ****************** agreed that ARS dropped the ball and as a result owed us the reimbursement requested, he had to submit the request for approval.  Therefore, I am unwilling to close the complaint until the approval is mail and funds are received.

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We subcontracted Aspen Air Conditioning through Lowes to replace our water heater. Aspen Air scratched our floor when removing and replacing the water heater. I would like them to pay me for the replacement flooring (1 box) and labor to have the floor replaced. We have been back and forth with them for almost a month, they have come out to look at the damage but to date are not willing to pay for the replacement of the section of floor they scratched.

  

  Business response

  07/03/2024

  
  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint.Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We spoke with the customer and reached an amicable ******************************* prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Prior to installing the ** system, I had a system that worked for 19 years without fail and never required the compressor to be replaced. This past week the unit was routinely serviced by your technician, then it coincidentally malfunctioned within 48 hours later! I find this to be very troubling! Next, another ARS technician came out and misdiagnosed the problem, insisting that it was an electrical issue with my home. Your technician became a bit aggravated when I insisted that it could NOT possibly be an electrical issue after 6 years of working properly. He was obviously inexperienced and refused to hear me out. After having an electrical contractor to confirm that the power is NOT the issue, a third ARS technician came out and diagnosed the issue as a failed compressor.I would like an understanding as to why the parts are faulty and/or have a short life span of less than six years. Unfortunately, it is time consuming and stressful to endure a situation like this and I am strongly considering that this company is taking advantage of me after I have invested 6 years of my hard earned money into a ARS product that has not proven its value. Before installing the system I was assured that I would receive a high quality product and reliable service, this has not come to fruition. I need a resolution that does not cost $1800 and 15% off is not sufficient either. I am prepared to take my business elsewhere and share this horrific experience with others so that they are not taken advantage of by companies who place profit over quality and people.

  

  Business response

  07/03/2024

  
  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email,regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  The installation of the compressor was completed. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/03/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  ***************************

  , IL 60443

  
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I want to file a complaint against Florida Home Air-conditioning. I received a special offer from them for a tune up and made an appointment for May 14. After the tech finished the job he presented me with a bill for $511! I was stunned and asked how did it go from $69 to $511. He said the unit needed 1,5 lbs refrigerant and it was $400/lb. I thought it was outrageous but then costs of things have gone up drastically. I paid him because I didn&#**;t want to argue with a tech. Afterwards I called 3 A/C companies and received quotes of $100, $119 and $121 for the same refrigerant. Then I called Florida Home to discuss it. I was told someone in accounting would call me back. No one did so a couple days later I called again. Same result. After a third call and no call back I decided to file a complaint.

  

  Business response

  07/05/2024

  
  American Residential Services, LLC D/B/A FL Homes ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We spoked to the customer and hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  07/05/2024

  ****** with Florida Home Air Conditioning (a subsidiary) contacted me. I spoke with her today (7/5). She said management has agreed to send me a refund of $250.00by next Monday. I'll keep you posted. 

  Thank you.

  *******************

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