Complaints

This profile includes complaints for ARS/Rescue Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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ARS/Rescue Rooter has 115 locations, listed below.

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• 

  ARS/Rescue Rooter

  965 Ridge Lake Blvd Ste 201 Memphis, TN 38120

  
• 

  ARS/Rescue Rooter Pittsburgh

  1007 Foggy Hollow Road Gibsonia, PA 15044-9671

  
• 

  ARS / Rescue Rooter Houston

  10515 Okanella St Ste 100 Houston, TX 77041-5349

  
• 

  A.J. Perri

  1162 Pinebrook Rd Tinton Falls, NJ 07724-9707

  
• 

  Conway Services Heating, Cooling & Plumbing

  1220 Big Orange Rd Cordova, TN 38018-6576

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to request an A/C condensation line flushing that is required by my condo association. I contacted this business and and they quoted me $50 over the phone and agreed to the price. I scheduled a day and time for them to come to do the service. The person came and did the service and I clarified with him again that the only service I required was an A/C condensation line flushing. He proceeds to look at the unit and starts to convince me to buy other services and do other maintenance. I tell him that I only want what I had requested. He proceeds to complete the job and then he writes out the bill and explaining to me the charges. During this time he starts adding additional charges like transportation fee and fluid fees and other fees that were not mention or agreed upon that leads to a bill now almost $150. I have done previous flushing with other companies that were not nearly as much. I had to pay him in order to get him out of my home.

  

  Business Response

  Date: 10/03/2023

  
  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 left the customer a voicemail for callback and hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  Date:09/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 12, 2023 - AC unit (just 2 yrs old) quit wking, Tech called at 5pm, was told appt given 5-7 pm same day. I called at 8pm, told tech would call, I called again at 11 pm - told I was rescheduled to the next morning (Aug 13), 8ish. I called again at 9 a.m. - told I was not on tech schedule, finally a tech came after 12 p.m. We explained what AC unit did, he went right to the source - fuse had blown bc discharge wires vibrated loose, blew the fuse. Told we had to pay ***** service fee then 2***** for a fuse, 2 pieces of electrical tape and 2 zip ties! (total ******). We feel this was a factory defect b/c the discharge wires were not installed properly and if this was the case, manufacturer should be notified. I called Aug 14 told them we had 10 yr warranty (parts and labor) which we were told at the time of buying the new unit - was told we only paid for a 5 yr extended warranty. I asked for a refund for the 2***** b/c I felt was due to factory defect/improper installment. I also asked for paperwork on the unit (as I still had not gotten any for 2 yrs). Was told by *** she would call me back within the week. Two weeks later, Sept 1 I called, spoke with ********, was told she would "submit request" again and get back with me. I also told her that the techs installing new duct worked kicked out support bricks under house under my wood stove and she told me she would send a tech out that pm. No tech. No call. Sept 18 I called again, spoke to *** who told me an email from "*********" said "no refund to be given". She apologized that no one called me. I am very disappointed for getting the run-around from ARS, having been given false information on installment/parts/labor and then having to pay 2***** for a small fuse, 2 pieces of tape and 2 zip ties plus the tech knew the source of the issue. How many more customers who pay ********* for a unit will be treated this way?

  

  Business Response

  Date: 09/29/2023

  
  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 **************** via voicemail and email.Awaiting a callback. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer Answer

  Date: 09/30/2023

  I received one call with one voicemail. I received a text and responded to the text from ***** asking her to call me this morning, Saturday 30 Sept 2023 or first thing Monday 02 Oct 2023 morning. I will return the call this morning Sat 30 September 2023 should I not hear any response by 10 a.m.

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20635184
  
  I am rejecting this response because: I received one call with one voicemail. I received a text and responded to the text from ***** asking her to call me this morning, Saturday 30 Sept 2023 or first thing Monday 02 Oct 2023 morning. I will return the call this morning Sat 30 September 2023 should I not hear any response by 10 a.m.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 10/03/2023

  
  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 sent the customer a copy of the refund receipt via email on 10/3. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  Date:09/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Recap:I hired ARS Rescue Rooter for work to be done on Sunday since I was unable to use water due to sewage backup. They lied/ignored me until after 9pm then said they wouldn't be out to do anything. They came out and it took 2 days to diagnose my issue. Tuesday at 3pm I canceled any work to be done the next day. They showed up anyway, and started working without letting me know they were there. I went outside and let them know that I canceled the day before and they said they didn't hear anything. I canceled the contract with a manger and I feel they are now overcharging me for work they started doing that day. Do not hire ARS Plumbing they will lie to you and when you cancel they will try to fleece you. I hired a different company that quoted the same work to be done for $4,500 as opposed to the $9,850 that ARS is charging. Find any other company. Their management didn't care, their dispatch didn't care, the only people that were respectful were their call center associates. I put the associated times and dates in the document "ARS Plumbing Issues Documentation" which outlines the events that have happened since Sunday.

  

  Business Response

  Date: 09/29/2023

  
  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 that the call center received the info of him requesting cancellation after the excavation crew was sent out. We do apologize for the inconvenience. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  Date:09/20/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company replaced the piping in my house. Replace the shower head and faucets. They cut holes in my walls and told me I had to get a contractor to do the repair walls the holes they made in my house. My walls were not damaged. Winter is coming and they will not repair or fix my walls. They want me to pay for the service they have done, but I am an elderly lady with gaping holes in the walls of my home.

  

  Business Response

  Date: 09/22/2023

  
  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.
  This customer was aware that the sheet rock was not included in the original scope of work. Invoice attached highlights the area where this information was noted. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20632174
  
  I am rejecting this response because: I am unhappy, not satisfied with the service provided by ARS Rescue Rooter. I did not agree to the damage caused to my house by the repairmen, and that they did not repair the holes in my walls as promised. They did not replace the sink in my kitchen as agreed, and instead only replaced the faucet, which is now shaking and leaking water. Additionally, my air conditioner compressor was faulty and needed to be replaced, but ARS Rescue Rooter only recharged it. I requested a signed contract from them, but they have not provided one to me. The repairmen made holes all throughout my house,10 1/2 holes and broke the attic door that goes up to the roof. The repairmen said they knew of who could come and repair the walls for a fee of $500.00.  I am an 79 year old black female and I feel like they took advantage of me. They did not give me a signed contract. They have not sent me a signed contract, 

  I would like ARS Rescue Rooter to address the damage they caused to my walls by repairing the holes they made. I also want them to compensate me for the damages they caused. However, I would be content if they repaired the damages correctly and closed up the holes in my house, as the weather is starting to change and I will not be able to keep my house warm. I did receive a letter of closure from ARS.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/10/2023

  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 reached out to the customer and set an appointment for 10/11/2023.  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer Answer

  Date: 10/25/2023

  The business sent workers out to my home they took my kitchen facets, without asking me, ( NO PERMISSION GIVEN ) there was no reason for them to remove the faucets. My kitchen faucets cost me two hundred plus dollars and the one they place it with look worst and cheap than the one I had already installed. They installed a new commode and face basin in my restroom, when I flush the commode water comes out from all around the base of the commode and it's a lot of  water. And also water come out the face basin when I use it, the water comes out in the bottom of the commode also.  My kitchen faucets are leaks, that they installed. The main restroom in the hallway was supposed to be capped off there is a gapping hole open. They did not do any of  the corrections properly. My son and his wife visit me and they noticed the horrible mess they made. I spoke with their customer service about my concerns and she stated that there was no order on the form for them to remove the kitchen faucet. They would be sending someone out to return my kitchen faucet they removed and reinstall my kitchen faucet and make the necessary repairs.  However, to this date no one has come to my house.

  NOT SATISFIED!!!

  Customer Answer

  Date: 10/31/2023

   
  Complaint: 20632174
  
  I am rejecting this response because: The business sent workers out to my home they took my kitchen facets, without asking me, ( NO PERMISSION GIVEN ) there was no reason for them to remove the faucets. My kitchen faucets cost me two hundred plus dollars and the one they place it with look worst and cheap than the one I had already installed. They installed a new commode and face basin in my restroom, when I flush the commode water comes out from all around the base of the commode and it's a lot of  water. And also water come out the face basin when I use it, the water comes out in the bottom of the commode also.  My kitchen faucets are leaks, that they installed. The main restroom in the hallway was supposed to be capped off there is a gapping hole open. They did not do any of  the corrections properly. My son and his wife visit me and they noticed the horrible mess they made. I spoke with their customer service about my concerns and she stated that there was no order on the form for them to remove the kitchen faucet. They would be sending someone out to return my kitchen faucet they removed and reinstall my kitchen faucet and make the necessary repairs.  However, to this date no one has come to my house.
  
  NOT SATISFIED!!!
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 11/08/2023

  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. ********* out at this job went over Ms. ******** concern regarding a leak under the sink. He fixed the leak on the p-trap. They talked about the kitchen sink, and she informed him that they did not give her the old part when we replaced it. He explained we trash old parts. He asked her if there were any other concerns,and she showed him a small opening in the scuttle hole that he repaired. Customer had no other concerns at the time. 
  
  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  Date:09/19/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The agreed amount was ******** and they charged **** bank ( provider) 15202.I have called them more than 7 times . I was promised a return call and was never given a return call. They owe me the difference they charged **** Bank.

  

  Business Response

  Date: 09/29/2023

  American Residential Services, LLC D/B/A Elite Air ("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 General Manager reached out to the customer and reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. 
  

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a mini split ac unit put in by ARS back in April of 2020. Had the company come out and service the unit a few times because it would stop blowing cold air. In June of this year, 2023, I contacted the company yet again for the same issue. First appointment was a no show by the tech, second appt tech came and said that he didn't work on mini splits and would need to have appt rescheduled for a different tech to come out. On June 29th the tech came out and we were told that a part would need to be ordered and even though the unit is under warranty, they said the charge would be $1350 for labor and delivery fees. A credit card was given and nothing more has been done. I have called multiple times over the past 3 months and even spoke with a "manager" who like everyone else that I spoke with said "I'll look into this and get back with you". Last night, I received a phone call regarding an open invoice for $1350 and nothing has ever been done to fix my ac. I have used this company for over 10 years, but for the past 3 years, the service is terrible and no one knows what is going on.

  

  Business Response

  Date: 10/02/2023

  
  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. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer Answer

  Date: 10/02/2023

   
  Complaint: 20624875
  
  I am rejecting this response because:  1) I have not received any proof of refund and 2) I have to now pay someone else to fix a mistake that was originally made on installation of a unit that I paid $5000 for.  I would not have ever received a return call from ARS had I not put this complaint in.  They should have to refund a portion of a unit that was only in service for 3 years.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/12/2023

  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.
  Per our accounting ***** the customer's card was not charged for this repair, so no refund is due. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  Date:09/19/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called this company many times without a call backs!!Their company came over and ordered a part for my shower a shower handle that I never received but paid for!!!Excuse after excuse!!!!!

  

  Business Response

  Date: 09/22/2023

  
  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.
  This repair is being run today by our Plumbing team, we left a message with ******************* to reach out to the manager with any problems whatsoever, if any should arise. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  Date:09/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired this company to come out and do a routine system check. Our units were five years old. During the system check they identified that only a capacitor on one of the units was going bad. The capacitor was covered under warranty for the part. They charged us $385 to install a capacitor that took only five minutes to install. They also try to sell us to Kickstarters at over $500 each, two surge protectors at nearly $400 each and two $2800 ultraviolet light kit. Each of the Kickstarters could be purchased online for $70 and the surge protectors for less than $100 each. I feel like that because we are experiencing a heat wave. Their pricing is predatory and their tactics involve fear mongering, and fancy industry jargon to confuse, their customers into buying unnecessary and ****** priced items. We paid for the capacitor and the service only to have our unit break within two hours of having the work done. We had to spend a night sleeping in a home where the temperature was over 85 After spending over $400 for a repair but didnt work

  

  Business Response

  Date: 09/22/2023

  
  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 reached out to **************. A tech was sent to make the corrections. We will be refunding 50% for customer satisfaction. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a Carrier 3ton ac/furnace from ARS ******** ** in march 2023 for $10k. This is my 3rd one I purchased from them. The first two had one year of maintenance included. According to the salesman this time, it was included too. However, this salesman was clever. I received a contract with all-of the specifics for my first two units. This time they said just to sign the estimate. I did. However, no maintenance is included. I called ARS ******** three times. No return calls. I left an electronic email at their site. No return calls. I expected a credit of 8 Months maintenance fee credit. They just took my $ and ran with it. The ARS ******** office provides (un) exceptional service. I plan on going to the *** and filing a complaint if i dont hear from you. I used to like ARS but the management in ******** is non existent. Why support a company who just wants $ and provide unexceptional service.

  

  Business Response

  Date: 09/19/2023

  
  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 ************** and reached an amicable resolution.ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer Answer

  Date: 09/21/2023

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

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

  7013 **************

  ************, ** 22060

  
  

• Initial Complaint

  Date:09/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I installed my ac system thru ars on March 2022 and the system had an outbreak last week. Upon installation of the new ac system I was told it will be insured for the next 10 years plus 24 hours service guarantee. I contacted them and it took 2 days to get back to me which is way longer than 24 hours. On top of it, they gave me a quote of $2749 for labor only. SInce the parts are technically still under warranty. However, when the technician came to fix the ac he told me this $2749 included the parts that needed to be replaced which retails for $1000ish. I asked for a breakdown of this quote and there is not. The warranty they claimed is false advertising and I would want them to explain why a three-hour repair job costs $2749, And refund me the parts I paid.

  

  Business Response

  Date: 09/22/2023

  
  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 awaiting a callback. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer Answer

  Date: 09/22/2023

   
  Complaint: 20617505
  
  I am rejecting this response because:

  ARS did not contact me and I reached out to them via ************ (Coporate Customer Relations) and the representative said our address doesn't have any note on file for complaint. The response is unfortunately either a lie or big miss. I am very disappointed about ARS's practice in handling this matter. Please contact me via ************ or better via my email **************** so we have written communication record. 

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

  

  Business Response

  Date: 10/10/2023

  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 processed a refund on 10/10/2023. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.