ComplaintsforARS/Rescue Rooter

Heating and Air Conditioning

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Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This company installed an air unit, and they told me that if for any reason I wanted to return it within a period of 12 months, I could do so without any problem, now that I have been calling for more than 2 months to have them come and remove the unit, no one answers all of them. They say they are going to call me and schedule an appointment to see when they will come to pick up the product. They don't want to do what they said and it's in the contract.
Business response
08/05/2024

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 are sending the customer a removal agreement for ****************************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
08/05/2024
Good afternoon, I am doing everything on my part to solve it, a couple of days ago I received a call from ARS, I spoke with someone named ****, (I don't know if I wrote it correctly), he said he would make a quote to remove the unit or product this week, that he would send me the documents by email that same day, but I received nothing, when we called the company they told us that he is not available and that they will leave a message for him. But this is what they have been telling us for two months.
Customer response
08/05/2024
They were clear in saying that if for any reason I no longer wanted the product, they would come and pick it up and refund me 100% of the money. I have been waiting a long time for the appointment for them to come and no one responds.
Customer response
08/08/2024

From the CONSUMER:
Sent 8/5/2024 6:12:40 PM
Good afternoon, I am doing everything on my part to solve it, a couple of days ago I received a call from ARS, I spoke with someone named ****, (I don't know if I wrote it correctly), he said he would make a quote to remove the unit or product this week, that he would send me the documents by email that same day, but I received nothing, when we called the company they told us that he is not available and that they will leave a message for him. But this is what they have been telling us for two months.
From the CONSUMER:
Sent 8/5/2024 6:19:25 PM
They were clear in saying that if for any reason I no longer wanted the product, they would come and pick it up and refund me 100% of the money. I have been waiting a long time for the appointment for them to come and no one responds.
Business response
08/09/2024

American Residential Services, LLC D/B/A ARS/Rescue Rooter ("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. Unit has been removed. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I called on June 19, 2024 due to a leak in my whole house water filter. This filter had been purchased from ********** several years back and was installed in the plumbing near my hot water heater. I was pleasantly surprised when I was told someone would be at my house between 10am - 2pm. At 9:30am. Prior to their arrival, I received a call from Total Comfort to clarify that I didn't have a professionally installed water filtration system because they don't work on those. I confirmed that I did not have a professionally installed whole house water filtration system and that it was simply purchased from **********. I was then told someone would be at my house in 45 minutes. When the technician arrived I showed him the water filter. The first words out of his mouth were "Yeah I have no idea." He then proceed to tell me that he hadn't ever worked on or seen this and that he was just told to come out and take a look and see if he could fix it. He finally said he could install another one for $1,100. This situation felt like a dishonest move from Total Comfort. They sent a technician to my home knowing full well he had no experience with the issue I had called in about. He then collected the $109 call out fee and left. I felt like I had been taken advantage of. I left a ****** Review with all of this information. The business responded to my review requesting that I call them. I did. I left a message and didn't hear back. On July 18th I received an email from Total Comfort in response to a survey I had completed. The email appeared to be an automated email indicating a desire make things right. I called and spoke with someone. They took down my name and I still haven't heard back.
Business response
08/01/2024

American Residential Services, LLC D/B/A Total Comfort ("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 acknowledging the refund and apologized for her experience. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute
Customer response
08/02/2024

Better Business Bureau:

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

Sincerely,

***********************
11130 ***********
Spotsylvania, VA 22551
Initial Complaint
07/26/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
ARS Rescue Rooter Manassas installed new furnace on July 5, 2024. They advertised a loan through ********** at 36 months with 0% interest financing. I signed an initial contract on July 3 for $733x. I found a cheaper quote the next day and ARS upheld their guarantee to match it and sent me a second contract to sign on July 4 for $5000, which I did.When I got my loan account login information later, it was for the larger amount. I called the loan the number on the loan site and the number through the ********** accounts with no success, they either couldnt find my information or said that wasnt their department, but I did have people directly talk to me and try to find out information. I have called and emailed ARS Manassas for the past four days straight and Im not able to get even a response or direct communication with the billing accounting department to get this fixed. I would like to make sure the loan amount is corrected to $5000.
Customer response
07/26/2024
The company is ARS Rescue Rooter at ************************************************************
The salesperson that I sent the contracts to and who processed the loan and both signed contracts is *************************. I emailed him personally about this issue Monday morning 7/22.
I called ARS again ************** and told them I had filed a complaint with the BBB. Less than an hour later a quality assurance manager, *****, **************, calls me. He says he spoke to ***** and confirmed my story, then emailed ***** in accounting to look into it, and that I should hear something back next week.
I am hesitant to even say this because I do not know if they will actually follow through and fix my loan amount! Thank you very much!
Business response
08/01/2024

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 explained the process. Our HD Compliance Specialist shared her direct contact number with the customer is case she has other questions. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In May 2020 ARS/Rescue installed our Carrier unit, a few weeks after installation I tried registering the unit, but was unable to. Fast forward to June 2024, my unit started freezing over. I called out an ARS tech who came out and gave the strangest diagnosis. He stated that microbial organisms were taking over my unit and that was the reason my unit stopped. He quoted me over $1400 to get the air handler fixed, which he stated was a discount for $3,300 because I had joined the membership program the same month. I was totally floored by the fact that I would have to come out of pocket this much for a 4 year old unit. I told him I would think about it and let him know. In July 2024 I contacted another A/C company who was able to solve the issue, which turned out to be my blower. However, that other company showed me where the previous ARS tech had disconnected my wires causing the unit to not start at the onset. The other A/C company began the warranty paperwork which we thought would not have been an issue but we found that my unit was previously installed and registered to someone else in another State, and this is why I was prevented from registering the unit from the onset. Due to this I am unable to access the warranty to cover the parts that should be still covered, but the warranty is registered to a different owner! I've requested to speak to manager for the past few days and no one answers. I've called their corporate office and the number goes straight to voicemail. I also contacted the company to cancel the monthly charges for their subscription since June 2024 and to date they are still charging my card. ARS has a lot of questions to answer because this is beyond deceptive.
Business response
07/29/2024

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.
****************** used another company that unfortunately imputed her serial number incorrectly when they processed the warranty claim. Her system does have the enhanced 10 yr. parts warranty.
We spoke with ******************; she confirmed the other company was able to resubmit the claim. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
07/29/2024

Better Business Bureau:

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

Sincerely,

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

, FL 34983
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
New A/C system install. Unit put in over substandard floor. Unit doesnt sit flush or seal. Attempting to get company to return and temporarily remove inside unit to affect floor repair rebuild. Promised 2 times an technician visit that was never scheduled. Despite calls to receive install manager poc / recall to expedite matter. Name and information was never provided.
Business response
08/01/2024

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 reached out to the customer and sent a tech out there to remove the indoor unit so that ******************** could replace the sub floor. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
07/26/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2015 we purchased a new ** system from them.At the same time we bought a ten year warranty that included parts and labor. We used them on occasion with out a problem. On 6/29/2024 our unit went down. On 6/30/2024 ARS came out to fix our unit. He found that it was the blower motor. and he informed us that it would be $1,150 to replace or, take a membership for $950.00! I then brought up our warranty, which he acknowledged and then stated that it was Sunday and this is all he could do. If I want the ** Working today, this is what it would cost. Not being able to reach anybody I gave him my credit card and thought I could take it up with somebody in the office the next day Monday. Monday I called Tuesday. I called Wednesday. I called Thursday. I called and every time I was told they passed the message on and they would get back with me, I have yet to hear from anybody. I did start taking the badge numbers of those answering the phone and they are in my file.The company ihas not honored my warranty or even the courtesy of returning my call. Im just looking to get this resolved in the fair adjust manner.
Business response
07/25/2024

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 are processing a refund. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute
Business response
07/30/2024

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 processed the refund (receipt attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute
Customer response
08/01/2024

Better Business Bureau:

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

Sincerely,

*********************
******************
***********, FL 34684
Initial Complaint
07/26/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On march 3rd 2023 AksarbenARS (heating, air conditioning,plumbing) with address *************************************, came to install a new furnace at my home.I paid $7997 I was offered 2 years 0% interest, financed thru Home Depot.0% interest for 2 years as is noted in the signed contract. I uploaded a copy of the contract and a copy of the warranty.I noticed i have been charged interest after 6 months from the installing date.when I contacted ********** about it, they told me I needed to contact the credit agency as well as the installers in this case Aksarben ARS, the credit card company declared they weren't offering a 2 years 0% interest at the moment of the installation, so they applied a 6 months 0% interest they had available for ********** credit cards customers, and that all had been a mistake done by AKSARBEN ARS, since they didn't check if HomeDepot was offering a 2 years 0% at that moment, so AKSARBEN misled me into buying a furnace from them.I have called several times their office and most of the time send me to voicemail, or just tell me I have to leave a message with the receptionist, which I have done, also I visited the AKSARBEN offices in person. the manager never received me, only the receptionist that called a secretary and she took copies of my contract and I left my info and was told I was gonna get a call from the manager, since it seemed they did a mistake since the very beginning.I dnt know what to do, if i need to file a claim in court, any help will be appreciated.My AC unit broke a couple months ago and I used ****** this time. ****** learned.
Business response
08/05/2024

American Residential Services, LLC D/B/A Aksarben ("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.
Attached is the worksheet showing the 24-month request that we submitted at the time of the install. HD resolution team working to resolve the issue. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
07/25/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
This vendor ******** Services recommend to replace our HVAC unit 4-5 years ago. They recommended a product that is obviously wrong at the beginning. The unit is so big and it basically no were to maneuver for a technician to do their maintenance and we don't have a way to use one of our water hose outlet at the back of the house. Past forward today, the unit broke. It was Saturday, 07/20/24 when the unit broke and technician came in following day and said they have to order parts. A day after no update so I decided to call. They said they order the unit and will arrive Thursday. Wednesday they informed me that a technician will come to house between 8AM-12PM. I called their support hotline and was told the technician is still at another house and won't make it to 12PM. I called again and was told the technician will be here at 2PM. Technician arrived 3:10PM while I'm in the middle of writing this complain. I was told that the parts he got is the wrong part. Thursday is the 6th day we don't have air-conditioning and the temperature is typically 85 and above.
Business response
08/01/2024

American Residential Services, LLC D/B/A ******** Services ("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 the customer on the schedule for 8/2. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
08/01/2024

Complaint: 22044754

I am rejecting this response because for the 2 reasons
(1) We did not have air-con for 12 days (not counting if they will be able to fixed the unit).
(2) Wrong recommendation of the **** unit for the house. Any **** specialist will say its the wrong size unit after they see how the unit was installed.
I'd like to get some reasonable monetary reimbursement or compensation, im willing to settle for $5000 or equivalent free maintenance service for the unit.
(1) for the trouble of not having any cold air for last 12 days and
(2) for the unit that failed in less than 5 years and the wrong recommendation for the unit.
If not, please remove the unit out of my house and refund us for the amount we paid on the unit.

Sincerely,

***** San ******
Business response
08/06/2024

American Residential Services, LLC D/B/A ******** Services ("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.
1.We decline the customers settlement request.
********** has a manufacture parts warranty; we have no say how long it takes to receive a warranty part.
* We waived the labor cost for customer satisfaction.
3. A load calculation was done prior to the installation of the unit to ensure the correct size unit was install, also this install passed inspection (see attachment).
4.This install no longer falls under our 1 year 100% money back guarantee.

ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
08/08/2024

Complaint: 22044754

I am rejecting this response because;
I let you be the judge of that installation. I dont know how this unit will survive on this tiny space. Their technician is even complaining that there is no space to maneuver when they are working on the unit.
Were unable to access the faucet on the back because we dont have a way to put our hose with that little space they left.
also 13 days without aircon and less than 5 years, the unit failed and the price for that parts is around $4k, that is a wrong recommendation. Ask your technician if you may if they will put this unit on their house.

Sincerely,

***** San ******
Initial Complaint
07/25/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I'm on a Worthington Air program that is $240 annually for two checkups and emergency service if/when needed.This year, the auto renew charged me $300 (the cost is $240) and I asked to be removed from the auto-renew. I have tried several calls and emails to the company, which claims it "can't" change the auto renew, which is "in the software." This has taken several cycles. *********** refunded my $300, re-charged me the $240 (which I paid), but will no longer address my requests to be taken off auto renew. I am happy as a member of the twice-a-year service, but DO NOT WANT the auto-renew (which is an inaccurate annoyance to customers when its wrong). I can't get the company to send me a note that I'm off the auto renew after sending several emails to ***************************.Can someone helpl?
Business response
08/01/2024

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.
We spoke with the customer and will process the refund. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
08/02/2024

Better Business Bureau:

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

Sincerely,

***************************
******************
***********, ** 43081
Initial Complaint
07/24/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
*************** sold and installed a new **** unit for my house with the understanding that if any issues would arise with the unit that they would come and remediate the issue. This year (my first real year of using the unit for heavy heat situations), I am experiencing cooling issues (our house never cools below 77 degrees Farenheit with the unit on and running) with the **** unit and have attempted to schedule service with the company to come remediate. Our original appointment for the service was on 7/17 between 12:00 and 4:00pm. I received a call on the day of the appointment on 7/17 to try to reachedule our appointment for 7/19 for the same timeslot. 7/19 came and gone and there was no tech that came to our house to service the unit. On 7/20, i called in for service to explain why there have been 2 missed appointments for my service issue. On this day they were able to send someone out to look. While the tech was walking through everything, the statement was made that we cannot expect the ** unit to cool the house to a lower temperature when it is hot outside. He ended up stating that he doesnt see any issues with the ** unit and for me to call back when we are having issues so they can come back to review it immediately during the problem. Fast forward to today, the ** unit is now not working at all, and I call in for service. The call center indicated that they cannot get anyone out to review my issue until August 8! I asked for a supervisor, and the rep indicated there is no one here that can help you right now.I demand a full refund for this **** unit and repercussions for increased energy use due to a faulty **** system.
Business response
07/30/2024

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.
We sent a tech out on 7/29 to resolve the issue (invoice attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

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