ComplaintsforARS/Rescue Rooter

• Initial Complaint

  12/18/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called today because my air is randomly turning on the emergency heat. **** called back to try trouble shoot some stuff and factory defaulted the thermostat. At 430 I reached back out bc the vents had warm air coming from them even though the air is on and set to 70 degrees. The temperature had risen to 74 degrees in the building and it was a cool day today. My unit is brand new and is not even a year old. I was told at 430 someone would be out tonight. At 530 I called to get an eta so I wouldn't have to waste my whole night at the office waiting. She was suppose to have someone call me back. No response called back after 45 min to be told that they may not be coming today after I have sat around and waited 1 hour and half for someone to show. Needless to say I was like well I'm not waiting any longer and she said that someone would be out tomorrow I told her they would have to come between the hours of 8-11 tomorrow as I would not be sitting at the office all day tomorrow wasting my day. Called my father to discuss the issue and he was upset and said that the issue needed to he addressed today as 1 issue could be a fire hazard at my new 1.5 million dollar building. I called back to have her reach out to some one else no response called back and talked to Megan she was able to talk to someone at new install and be told that they would not be out today.

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2021/12/27) */ Good afternoon, this BBB case has been put under the wrong jurisdiction. This should go to our Charleston, SC location is at 2548 Oscar Johnson Dr. N Charleston, SC XXXXX. Please make the change. Thank you. Business Response /* (1000, 18, 2022/01/14) */ American Residential Services, LLC, ("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 been in communication with the customer and have reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We started the Assad ban maintenance program in May with our main concern being the HVAC systems. In October I contacted Aids them for our heating system check and was told they could not be out for serving our furnace till January 2022.I advised the. Scheduler that was not acceptable, and asked to speak with a supervisor regarding of a refund of our monthly payments. I never received a call, and put a stop payment order to the bank. I recently received an ad from them trying to obtain new customers and cannot provide service to existing customers. I would like your assistance in getting my refund and but other potential customers on notice. We moved from Des Moines where we had a similar plan with ******* ******* who contact us in early spring and fall to assure we were scheduled. ******* *******

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2021/12/10) */ American Residential Services, LLC, ("ARS") dba Aksarben 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 been in communication with the customer and have reached an amicable resolution. The customer's credit card has been refunded. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.

• Initial Complaint

  11/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a new Hvac install by ARS about 3 weeks ago. Before Thanksgiving I noticed it was not operating correctly and stopped heating. I called ARS in the Charleston, SC office and many technicians came out and can't repair it. From my last conversation with a tech today an installe manager have to take care of it. I have been without adequate heating for a couple of days without a resolution. I've spoke to the general manager once Daniel and it's not resolved. I paid almost $8000 for a new hvac system and it is not operating properly. I do not believe the system was installed correctly.I am asking for the unit to be repaired immediately or issue me a refund/ or compensation.

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2021/12/03) */ 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 are currently in communication with the customer. The part has been ordered and will be installed when it is available. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.

• Initial Complaint

  11/08/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I recently had a new ac unit installed in my home. Since the unit was installed back in June ARS had come out 3x to "fix" the unit. 3 weeks ago we noticed mold on our furniture as well is it coming out of the vents. I called ARS for emergency services Thursday and no one came out until the following Monday after being told someone was on their way... after I complained to corporate my file was sent to ******* Mutual.The most upsetting part was I explained we had children, elderly and dogs living in the home and there was no sense of urgency. Now after three weeks of living with mold I was told they were not liable. This is absolutely absurd. I WILL never refer or do business with ARS I would like a full Duct cleaning and mold removal. A full diagnostic on the unit extended warranty, money for damages to my house and furniture

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2021/11/11) */ American Residential Services, LLC, ("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 are currently gathering additional information regarding the Complaint. Given the nature of this matter, the customer will be hearing from an adjuster, who will then work with ******* Mutual and the customer in hopes of resolving this complaint. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX. Consumer Response /* (3000, 7, 2021/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) My case was already sent to ******* Mutual and after weeks of waiting nothing has been done Business Response /* (4000, 11, 2021/11/26) */ 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. ******* Mutual denied the claim and explained the denial to the customer after an engineer was sent to do a full investigation into this loss. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/11/2021 Allgood plumbing, a subsidiary of ARS sent a technician to my address for a leak on my property as advised by county water. Without doing a thorough inspection the job was closed out to a leak in the underground sprinkler system which I found out at that moment they do not service and told my charge would be $79. I said ok but if we find a real problem then the $79 should be waived. A leak in the main was found a few minutes after that but the job had been closed. Supposedly a call was made to reopen the job and the repair total came to $471. I got two bills and the same invoice twice stating that I had a leak in my irrigation system and it was turned off. No mention of digging up my front yard and having to splice my main line. I called Allgood on 10/12/2021 and 10/14/2021 to speak with someone about this and each time I was told that my concerns would be forwarded to a manager. I contacted Allgood via email on 10/15/2021 and still no response from anyone with Allgood. At the same time I reached out to WeCare of ARS and have been engaged with them since 10/15/2021 but all I have heard since that time is the point of contact with Allgood has been out of the office. Today is 10/28/2021 and I have yet to speak to anyone with the title of manager or anyone in a position to make any type of decisions.

  

  Business response

  04/13/2022

  Business Response /* (1000, 2, 2021/11/01) */ Good afternoon, This complaint has been put in the wrong jurisdiction. Please move it to our Atlanta, GA location at ***************s Parkway Ste. 190, Tucker, GA XXXXX Allgood. Thank you. Consumer Response /* (3000, 3, 2021/11/03) */ 11/3/2021 (A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.) Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID XXXXXXXX, and find that this resolution would be satisfactory to me. Apparently word traveled through their ntwk and the local general manager called me yesterday, apologized for the communication breakdown and agreed to resolve the complaint.  

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contracted with ARS Rescue Rooter to replace pipes underneath my house in November 2019. Now, less than 2 years later, I am having to pay someone to re-do everything ARS Rescue Rooter said they did. I am told there is a break in the line. I am having *********, the contractor who is re-replacing the pipes, take photo evidence once they dig down and get to the pipes showing that the work was shoddy. I would file a lawsuit, but an attorney for a construction lawsuit is more expensive than just fixing the problem and moving on.

  

  Business response

  04/13/2022

  Business Response /* (1000, 6, 2021/11/15) */ 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 are currently in communication with the customer to gain a better understanding of the Complaint and working toward an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX. Consumer Response /* (3000, 8, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) ARS acknowledges only that I filed a claim. They have provided no resolution. I am continuing to pursue my claim with ARS until a resolution is reached. Business Response /* (4000, 10, 2021/11/24) */ 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 are reviewing the scope of work performed by the other company and will follow up with the customer. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX. Business Response /* (4000, 15, 2021/12/30) */ American Residential Services, LLC, ("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 been in communication with the customer and have reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX. Consumer Response /* (2000, 17, 2021/12/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) Resolution reached.

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I originally called Brothers for a system tune up on 9-30-20. Tech stated that my current system was old and I need a new one. I agreed as I am a retired widow and live part time in Florida. Rep convinced me that I needed to replace my system at a cost $16,752 for 2 Carrier series 14 systems. Later I found out a Tempstar unit was the replacement. Continuous issues since. First of 8 service calls on XX-XX-XX inconsistent heating/cooling issues.XX-XX-XX call due to smell of smoke and thermostat showing error code. Improper high voltage wiring causing melting of a wire nut. While away my neighbor found the home at 39* XX-X-XX inconsistent temp. X-XX-XX there was a loose 24-volt connection.X-XX-XX tech service call home was at 41*.Tech changed out the Nest thermostat with their least expensive one. X-XX-XX system making loud banging/clicking noises. With additional calls on 8-2-21 a supervisor visited. Barely spoke with no apology. X-XX-XX safety valve with water as no cap was installed.

  

  Business response

  04/13/2022

  Business Response /* (1000, 2, 2021/10/13) */ AmericanResidential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") Brothers Air hasreceived your email regarding the above-referenced complaint. Thank you forbringing this matter to our attention and allowing us the opportunity torespond. We arecurrently in communication with the customer to gain a better understanding ofthe Complaint and working toward an amicable resolution. ARS pridesitself on providing premier customer service and appreciates your assistance inresolving this dispute. If you require additional information regarding thiscomplaint, please contact me directly at (XXX) XXX-XXXX.  

• Initial Complaint

  09/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been dealing with this company since our purchase of a central A/C unit from them through a salesmen they had in our Lake Mary Fl Home Depot store. The purchase occurred December 2017, which amounted to roughly $7,000. Around February 2018, the A/C unit has been leaking water onto the floor of the garage area where it was installed, as well as under the actual unit, which has been slowly spreading onto the adjacent kitchen area's wooden floor. This floor is now raising from the humidity underneath and could very well lead to serious mold and other worse issues down the line, which will costs thousands to fix. This mold forming under the home has led to me and my family to suffer from severe allergies . We have paid over $2500.00 in fees to this company in order for them to send technicians but each time they had a different diagnosis, which never actually resolved the problem and led to us having to contact them again and pay additional fees.

  

  Business response

  10/27/2021

  Business Response /* (1000, 5, 2021/09/24) */ American Residential Services, LLC, ("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 been in communication with the customer and have reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (901) 259-7505. Consumer Response /* (3000, 7, 2021/09/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) I cannot agree that the resolution was amicable as the company simply said nothing could be done because we chose to go with another company, *********, to fix the problem that they failed to fix and which has costed us thousands. I am severely dissatisfied and seek further resolve in terms of financial relief from them. Business Response /* (4000, 9, 2021/09/30) */ American Residential Services, LLC, ("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 installed the system on 11/21/17, and it passed inspection from Seminole county. The only maintenance done by ARS was on 1/4/21 and 5/14/21. We have offered discounts multiple times. On 9/22/21 we followed up with the customer and advised that we are still willing to discount the repair for customer satisfaction, and they have stated they no longer want to do business with us. ARS is not responsible to repair the system at no cost or pay to have another company repair the system. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (901) 259-7505.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩