![](https://m.bbb.org/prod/ProfileImages/2022/283f430f-7d2b-42a6-9107-305ed7e9e4db.png?tx=w_150)
ComplaintsforARS/Rescue Rooter
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When they were dba DM select services they did an excellent job of installing a new system and providing follow-up gratis inspection. At about the time DM was integrated into ******** I enrolled for a maintenence contract on both my units. I had previously had good experience with contracts with other companies due to the discounts and priority they provided. It has been a nightmare since. Within 6 weeks of my first inspection they started calling to schedule my next 6 month inspection. Even though I told them I didn't want to schedule it yet, they continued harassing me with calls. One agent said he couldn't see prior appointments in his system. I called the service number and was told contract scheduling was handled by the marketing department. I finally blocked their number. When I scheduled the appointment they sent someone who said he didn't need to go in the attic because he was only checking cooling. The previous technicians always went there to make sure things were OK with the air handler,and actually found issues to bring to my attention. He tried to get me to agree to have a salesperson come to give me an estimate to replace my second system because of something he found that "might" become a problem. He told me all the former DM technicians had left the company. I subsequently called to cancel the contract as I had been told I can do at any time. The agent said my request would be forwarded to accounting and they would contact me. After 4 days I called back and was told an escalated request would be sent. 3 weeks later I was charged the $30 contract fee. I protested this with my cc company and wrote a bad review on ****** describing all this. They posted a number to call but that person never called back. Today, 4 weeks after the last service call and multiple attempts to cancel, they have started calling again to schedule the next service. These people are incompetent, unethical and dishonest. They need to leave me alone.Business response
07/30/2024
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 removed ****************, from our contact list as well as our pro membership. He will not receive any more calls from us. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
08/01/2024
Complaint: 22036878
I am rejecting this response because:I am still receiving calls. Attached is a transcript of a message left today.
Whoever responded for the company exemplifies how dishonest and incompetent they are. I obviously need to escalate this complaint to a legal authority. I am 72 years old and this constitutes elder abuse.
Sincerely,
*******************Business response
08/02/2024
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.
We apologize for the inconvenience. We have removed ****************, from our call list. It takes about 30 days to fully scrub the list. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
07/23/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
We renewed our service agreement with ARS in 12/2023 for ******************************************************************** - our home. We recently tried to set up a service appointment & were told that the service agreement was canceled by us in Feb 2024. Supposedly, a credit was issued to the original credit card. We never asked to cancel & never received a credit. On Feb 24, 2024, my husband spoke with an ARS service rep & asked to be removed from the auto dialer as he was receiving multiple calls daily. ARS has confirmed that their records show this contact. Apparently, ARS records show that there was a request to cancel service on February 26th & that their accounting department was requested to issue a credit. This is untrue. We never requested that the service agreement for *********************** be canceled. Furthermore, we have never received a notice of cancellation nor have we received a credit on our credit card. (confirmed via review of all of our records). They also changed the phone # on the account so no one could find us & removed the # of a separate rental property.I have attempted to resolved this issue but ARS it is impossible to reach a responsible party. My husband called evening of 7/10 & I called on 7/11am. Both times, customer service said they would contact ******************** local office & accounting depart. We have not heard back. On 7/16, I contacted their customer service department again at ******. They transferred me to the local office dispatch department where I spoke with ******, who is the dispatch supervisor. She said she would talk to person responsible that afternoon and get back to me. I followed up on 7/18 at 12:55pm and never heard back. I followed up again on 7/23 and spoke with ****** who told me that she emailed accounting & they are very busy (doesn't know when they will be able to get back to me). Previously, we wanted our service plan reinstated. Now, we want a full refund ($324) & a call from manager/exec of the location.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 reached out to the customer twice. Awaiting a callback. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a new Hvac unit in 2017 for my mother. ARS installed it along with installing insulation and new ducts. I made sure she had a 10 yr warranty. I also make sure her unit gets serviced twice a yr. Here recently her AC unit seemed to be not cooling correctly and ARS came out on May 29th. They charger her $52 dollars. Two weeks later, I started calling cause her unit wasn't cooling like it should. Then her AC went out in the middle of the night. I called and asked for someone to come out cause my mother has stage 4 cancer and only has one lung. (And even told them I would send doctors records stating she has stage 4 cancer but, they said no).They were supposed to come out, but then I received a text stating no one can come today. She stayed in a hot house all day Waiting for a Tech with not being able to breath and no one showed. ARS finally came back out on July 8th the Tech said it was the fliter ***** and charged her $1364. That evening her AC went out again, but ARS couldn't come back out til July 11th. This Tech found that there was a ton of water in the return duct due to the Hvac return duct not being installed correctly. The metal covering to the return duct on the outside was not bolted or sealed so, it left a huge gap. (I have video of return duct with water). This could have gotten my mom extremely sick due to stagnate water along and her not being able to breath. And yet, my mom was still stuck paying $1043 dollars. For my mom to have maintenance on her Hvac twice a year and a warranty this is Unacceptable. And for the Techs coming out not checking and not repairing/installing correctly has cost my mother who is on a Fixed income a ridiculous amount of money. I have spoken to ******** and he was supposed to see about my mother receiving a refund but, I haven't heard anything back and I've been calling and leaving messages and nothing. ARS should not be in business if they are going to Hire incompetent people.Business response
08/02/2024
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 via voicemail and email.We hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
07/22/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Overcharge for service that was covered under service contractBusiness 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 reached out to the customer and reached an amicable ******************************* prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On May 24, 2024, I called ARS Rescue Rooter to service my **** system that was not cooling properly. I was told there would be a fee of $69 for a tech to diagnose the problem with the unit and I say okay. The ARS technician arrived as scheduled and again confirmed the $69 fee. The ARS technician diagnosed that I had a bad capacitor. Since I had purchased the **** system from ARS in 2019, I asked if the capacitor was under warranty. The ARS tech called their office (part department) and confirmed it was under warranty but that it would still cost over $300 to install the capacitor. The tech could not explain why it was costing so much and suggested I call their office about it later. The tech suggested I get the unit cleaned and that he could do it that day for $485. I agreed but then the tech said he couldn't do it that day as he didn't have the cleaning solution and it could be done the following Monday. I then scheduled for the service between 8-12 pm on the Monday. ARS didn't show up as scheduled and at 1:30pm on 27 May I called and cancelled service. I have tried to talk to a manager about getting my money back (5 and 10 June 2024). Each time the ARS rep said they'd request a manager return my call and as of today, 12 June, I have not been contacted by an ARS manager to: 1) remove the charge for cleaning they did not do ($485) and 2) explain to me how a part (that costs under $100) that is still under warranty could still cost over $300 to install it. I am requesting a refund of $752. ($821 paid - $69 fee to come out to diagnose problem). All other charges should be removed as the capacitor was warrantied and the cleaning service was not performed.Business response
07/31/2024
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. Our accounting department is processing the refund request. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
07/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution with the below details.ARS and I agreed that I would only pay the $59 fee to diagnosis my AC system that was not working. We agreed that I will not be charged for a service they did not do ( AC systems cleaning service) as well as the fee to install the warrantied AC system part). Thus, my total "out of pocket" expense will be $59.
Sincerely,
**************************************************************, ** 22306Initial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I utilized this ARS for a home maintenance issue and was initially satisfied with their service.I returned home from a lengthy work trip and found that the company had called my cell number a multitude of times and filled my voicemailbox with messages trying to sell me more services. The calls continued sometimes multiple times per day.I contacted ARS on two separate occasions (locally and at the corporate level) and requested they cease all contact and remove me from their list.To date, the calls and voicemails from ARS continue despite my request to cease contact and my notification that I would never use their service again due to the harassment being carried out by their company.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.
We have added the customer to our do not call list and apologize for the inconvenience. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
08/02/2024
Complaint: 22024564
I am rejecting this response because:Prior to filing this complaint I contacted ARS on three different occasions at the local and corporate level. During each interaction ARS representatives claimed they would add me to their "do not contact" list. Despite their claims, ARS still continued to call.
Furthermore, since ARS's response to BBB, ARS has still continued to call everyday with the knowledge that this complaint has been filed.
Again, the resolution I seek is for ARS to cease their harassing calls and repeat voicemails.
Sincerely,
*****************************
Business response
08/06/2024
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.
We have removed the customer from our call list and reached out to our media vendor to remove as well. It takes about 30 days to fully scrub the list. Again, we apologize for the inconvenience. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeInitial Complaint
07/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I, *************************, purchased a new HVAC system on 6/21/24 from [ ARS Heating and Cooling, LLC ] for ********************* The system that was installed was purchased for $11,905. During the period of two and half weeks the system worked and did cool the house. During the week of July 8th the system began to fail and completely stopped working, this prompted the me to call support for a technician to take a look at the unit, the call was made on Wednesday, July 10th. The representative gave a time and date of Thursday , the 11th of July between 8am and 12pm to come and do any repairs. No technician arrived at all on Thursday and instead I received a call around 8:00pm from the dispatcher who attempted to have me self trouble shoot the issues over the phone as if there was a mistake I had made when using the thermostat. Ultimately, the unit still did not work and I was assured that I would be the first house visited on Friday, July 12th the following day. On Friday the technician did not arrive until 7pm and the technician, ******************************* found that the board in the motherboard was not lighting or active indicating damage which was the cause of the system not functioning at all. An order for the part was put in Friday and it arrived Monday July 15th. However after various calls with they customer center and speaking with a woman named *****, I requested removal of the unit and to use the customer guarantee of 100% Money Back Guarantee for any reason that I felt unsatisfied. *****, the customer service representative informed me from her manager that it would take 3 weeks to have the unit removed. Due to the poor customer service and that no accommodations were provided I would like the unit removed completely and I would like this process to be expedited as soon as possible because of the high heat and humidity of the house.Business response
07/26/2024
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 to resolve the issue (invoice attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeInitial Complaint
07/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This has been an issue ever since the **** (Furnace/**) units were installed 5 years ago. Each year at the change of the season, the unit will never reach the temperature in which the thermostat has been set. ARS will send inexperience technicians (3-4 appointments) and then send a supposedly senior technician to "fix" the issue (2-3 appointments), but the issue is never resolved. I have even had to contact the manufacturer (Rheem) myself to get a potential resolution and ARS ignores the recommendations from the manufacturer. I have been a long-term customer of ******************** and with the change in management over the years they have hired inexperience technicians and management and have thrown customer service and the ability to "fix" the units out of the door and have a don't care attitude. I recently have been experiencing the same issues with the ** (started July 16, 2024) with me setting the thermostat at 72 but the unit will not cool my home (inside temperature is 79 degrees. I explained that my elderly mother (who has major health concerns and is bedbound) lives with me and I need the problem rectified. Spoke with the Service Manager (*********) and he was rude and said he did not care about my mom and never offered to bring portable units to cool my home until the problem could get resolved. This is now a health matter and ARS local management does not care and is not trying to fix the issue with this defective unit. The General manager is also aware of this matter and is not doing anything at all. Customers can only contact them via an out of state call center and the call center claims to not have access to the local office except by sending a message (no phone number). This company is terrible. If this is not resolved it will become a legal matter.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 out to the home on 7/30. We will return on 7/31 to install the part. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
07/20/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/19/2024 a Beutler technician serviced the Aqua Chill AC unit purchased from Beutler more than 10 years ago. i pointed out water spurting from the closed unit to the technician. The technician claimed the water emissions were normal. The next time the unit was used, it completely shut down. A second technician opened the unit and found the water pump on its side. He offered to replace the pump for $1200. When it was called to his attention that the pump in question was for sale for 60 dollars he offered to install it. I ordered the pump, but a third tecnician refused to install it. It is possilble that the pump failure also burned out the compressor which the first technician pronounced working just fine. The company offered to "talk about the problem" in a telephone message, but the manager is impossible to reach. Any calls to either telephone number result in at least a half an hour wait time. We have now been without air-conditioning for over one month.Business response
07/26/2024
American Residential Services, LLC D/B/A Beutler ("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 sent a tech out on 7/24 (invoice attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
07/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Came out in November 2023 for new a/c system and ductwork took my money and ran It failed inspection twice still has not passed and its now July 2024 the outside unit is making all kinds of noise and when the unit in the attic comes on it feels like someone has turned the heat on Same problem we had with old unit every time we contacted the office the lady tells us someone will be returning our call then 2 weeks later we receive a certified letter to contact them I dont know what games they are playing but 20k later Im in the same boat I was in a few months ago looking for someone to replace this unit plus the duck work is falling down from the hangers they madeBusiness response
07/26/2024
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 scheduled a appt. for 7/29. We left a voicemail to confirm the appointment. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
07/29/2024
Complaint: 22017242
I am rejecting this response because: so they did show up on 29 July to only fix What has failed the inspection but yet to service the air condition system, nor to give us any kind of credit back for the failed thermostat installed by them that weve had to pay to replace..
Sincerely,
*******************Business response
07/30/2024
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.
We have scheduled an appt. for 7/31, also ask that the customer provide a copy of the receipt for the t-stat. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1,299 total complaints in the last 3 years.
491 complaints closed in the last 12 months.