ComplaintsforARS/Rescue Rooter

• Initial Complaint

  11/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/8/24, I contacted ARS Rescue Rooter to come to my house for my AC repair. I was told my fan motor needed replacement and it would cost approximately $900. I paid $292 towards the repair so the part could be ordered. I was charged $52 for the diagnostic fee because I have a membership that lowers the cost of diagnostic fees. It took 2 weeks to get an actual written estimate. I was told by ******** Spurlln that my payment went towards the $52 diagnostic fee and the remaining $240 was applied to a membership. I explained I was not told that was happening. I never gave authority for another membership. I already had a membership so this didnt make since. I was told by ******** she was going to check with accounting. I havent received my refund yet and it is now 11/6/24. I also went through another company for the repair and was only charged $250. I want my refund. I have emails to support my story.

  

  Business response

  11/08/2024

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

  Customer response

  11/08/2024

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

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

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

  Casselberry, FL 32707

  
  

• Initial Complaint

  11/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ************************ representative was in my house yesterday 11/2/2024 to convince me to sign contract to install heat/air condition for me on 11/4/2024.After signing the contract I found out that it will be impossible to go on with the installation .I called the representative , ******* ****** on the same day at 9:12 pm twice to cancel the order without him picking up my phone call. I left him message to call me back which he did not call me until today morning at 8:58 am (11/3/2024) this morning and I told him that I cannot go on with the order and I want him to cancel the order. I am filing this complain because he threatened me to pay for the work his company has not done in my house and also threatened to garnish my house if I don't allow them to come to install the order. I have nothing of their equipment in my house. I don't own them any money and they do not have my money.

  

  Business response

  11/05/2024

  
  American Residential Services, LLC D/B/A Columbus/*************** ("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 ** spoke with the customer and shared that the install was cancelled, and he wouldnt be held accountable for the amount quoted. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  11/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am writing to request BBB's assistance to cancel my ARS PROS Club Membership and obtain a refund.ARS Rescue Rooter has been providing preventative maintenance services to my HVAC unit since 2014. In August 2024 I replaced my HVAC unit and the new unit came with maintenance service/warranty. I have contacted ARS Rescue Rooter several times (see below) to cancel my PROS Club Membership and request a refund but have yet to hear back from them. ARS Rescue Rooter was very responsive when I contacted them in August 2024 to request an estimate for a new HVAC but they have yet to respond. The persons I spoke with whenever I called they informed me that they would pass on my cancellation and refund requests to their ************************** and that someone would contact me within 48 hours to confirm cancellation.Below are the dates and times that I contacted ARS Rooter and spoke with a representative:10/9/2024 at 1pm; 10/5/2024 at 12:15pm and 9/28/2024 at 2:29pm. It is my understanding that the **** maintain a log of callers and notes.

  

  Business response

  11/04/2024

  
  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 refunded and cancelled the PROS Club Membership. (Refund receipt attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

  Customer response

  11/08/2024

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

  
  Sincerely,
  
  Naanjela Msuya

  , VA 20105

  
  

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dates/Type of Service: Maintenance Service/September 26, 2024 Diagnosis: Replace ******************* The technician told me I had to pay a deposit to order the part, the full cost was 1440, I paid ******.ISSUES:HAVC was installed by ARS in 2019/with a ten-year warranty Charged before service was completed Overcharged Warranty not honored Told ARS does not have a hourly labor rate Presently, No response from ARS *************** I called the ARS *************** and spoke with ********, who was providing answers via someone called her supervisor. I reminded them I have a ten-year warranty. I asked for a refund, they said it was paid in full. Noting, the part has not been replaced yet, I asked the cost of the hourly labor rate, they said ARS does not have one, its a flat rate. I didnt get the cost of this flat rate. I expressed ****** was an overcharge for a customer with a ten-year warranty to replace one part. I missed a call from ***** (***************), I have called him back twice, no response. On October 10, 2024, a technician came out and replace the part, he arrived at 8:18am completing the job around 9:20 am, less than an hour and a half. I still have not heard from ARS regarding the overcharge and charging me before the job was completed.I checked the price of replacing a condenser fan motor with warranty with other HVAC companies and it did not cost ****** and other companies have an hourly labor rate. Im seeking a refund or some money back for the blatant act of disrespect and financial rip-off.

  

  Business response

  11/04/2024

  
  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 to the customer and reached an amicable resolution,(refund receipt attached).
  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  10/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a boiler for this company a February 2023 for ***. Everything worked fine. Begin of this season heat don't work. I call ARS back and they tell me 6500 to fix and that the boiler heater bolck is junk. I'm stuck pay 10k for nothing...or another 6500 to replace. I have kids here and now I can't afford to fix it.

  

  Business response

  11/06/2024

  
  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 spoke with the customer and waiting to hear back from **** ****** regarding replacing the Boiler. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  11/07/2024

   
  Complaint: 22488781
  
  I am rejecting this response because:
  I have not heard from them in almost a week and have no clue what is happening. I still have the issue. Broken boiler.
  Sincerely,
  
  **** ********

  

  Business response

  11/08/2024

  
  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 spoke with Mr. ******** and scheduled the Boiler replacement for Wednesday Nov 13th. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

• Initial Complaint

  10/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ive been requesting my invoice and paperwork including my warranty for services rendered and have yet to receive it. Ive called the phone number and it send you to a call center who only takes notes and NO ONE calls you!! Ive texted and called! Literally spoke with someone today who said he would email it and it has yet to come!! I can only imagine if this was truly an issue with my unit!!

  

  Business response

  11/05/2024

  
  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.
  Requested information was sent to the customer. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  11/05/2024

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

  
  Sincerely,
  
  Margresher ******

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

  ******, GA 30601

  
  

• Initial Complaint

  10/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We Purchased a split unit from this business with a 100% money back guarantee if the unit was not a good fit. We were advised this unit was the correct one for our business. After installation we had many issues with said unit. The company was not responsive so we had to hire several independent Hvac people to come look at the unit stating that we were misled by ARS. The unit is nowhere near sufficient enough for our business and when ARS installed it was installed incorrectly as well as damaged while being installed. All resulting in us having to pay for several service calls and fixing what was not done correctly. All while getting no response from ARS. For over six months we continually called and emailed ARS with no response for them to come remove the unit for a refund. I filled out the removal release and emailed in on more than one occasion as well as sending follow up emails with no response. Everytime we called ARS we were told they have it documented on their end that we have called countless times and they will reach out to different department and we should be contacted. We never were. I was finally able to get a call back from the gentlemen who initially handled our unit being installed and he now States that they will not do anything for us because it has been over a year. Despite having documentation of our constant attempts to contact them before the year was up, he refuses to resolve this issue. He was very rude and dismissive. We would like them to remove the unit and refund us like we had discussed.

  Customer response

  11/05/2024

  This has been resolved 

  

  Business response

  11/11/2024

  
  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 Mr. ***** and reached an amicable resolution. We are sending an agreement for signature.  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  
  

  Customer response

  11/11/2024

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

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

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

  **********, SC 29401

  
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On September 11, 2024 I was made aware that my credit card was charged $420 by ARS/Rescue Rooter in ********, *******, through their agent iCheckGateway for their *********** Maintenance plan for my ****. I did not request, did not want, and have no need for this plan. Although they had installed the **** unit several years ago and I had used the maintenance agreement in the past, I had very good reasons for wanting to discontinue the service. I have repeatedly tried to ask for a refund and have not gotten any response.Apparently the plan was designated to "Automatically Renew", however, contrary to good business practices, I was not notified in advance of its upcoming renewal so that I could make a choice not to renew. Most of my other recurring bills are automatically paid but I am always alerted in advance.On September 11, upon being made aware of the charge, I called ARS at 6:47 A.M., 11:57 a.m., 4:00 p.m. and also on 9/18, 9/26, 9/27, etc. On each occasion the customer service person answering the phone says that he will "email" my request to Accounting and they will get back to me, usually in 5 days. No one has ever gotten back to me. On 10/15 at 8:46 I emailed my request to them ********************************** and got a message (receipt) that it was read at 9:31 a.m., but again there was no response. According to their terms of the maintenance contract it can be cancelled upon notification to them, which I have performed numerous times as noted. I have not received any services or received any value under this contract.I note that BBB had also received a complaint on 10/2/2024 from another customer with almost the exact same ************* this time I am not sure if I am more angry about the charge of $420.00, or the fact that they do not respond or even acknowledge my communications to them. All that I ask now is that my $420 be returned

  

  Business response

  10/29/2024

  
  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 provided the customers refund request. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  10/29/2024

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

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

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

  ***********, GA 30506

  
  

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Technician wrote claim up as tub drain shoe needs repaired underneath. The tubular appears to be not installed **************** option 1. Replace tub shoe, repair leak exposed with limited access. Test for leaks once complete.The tub shoe and tubular were installed like 28 years ago. The technician is not qualified for the repair because they cannot even identify the problem. ****** Services said they would send another tech out and scheduled appt. ****** calls me on date of second visit and declines to visit again.

  

  Business response

  10/28/2024

  
  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 spoke with the customer and will provide his request. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  10/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contacted a sales agent (comfort advisor) to my home on 01/05/2024. After an inspection of my attic I was informed I needed new installation and a radiant barrier installed. But I could not have any of the work completed until the dryer lent pipe was replaced since it was damaged, being a major fire hazard. The sale agent stressed how my entire house would go up in flames at any moment. I agreed to have the lent pipe replaced, installation, radiant barrier, and 2 wind turbines installed. The prices quoted to me included all of the work mentioned above, total of $4,932.00. I hade 2 different technicians come to replace the lent pipe, the work was never done. The installation, radiant barrier, and wind turbines were completed. I have been told by several employees during filling a complaint that the company has never fixed or replaced dryer lent pipes, not something the technicians are certified to perform. The complaint has been notified to a customer advocate with no resolution to solve the issue. I am requesting a full refund since this issues has being on going since 01/2024.

  

  Business response

  11/05/2024

  
  American Residential Services, LLC D/B/A Will *** It ("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 shared that a pipe replacement was not part of the scope of work noted on the invoice, (invoice attached). We had a discussion with her, about the hazards of lint in her attic. We agreed to give her an estimate to repair the vent stack this goes thru the attic; we do not work with dryer vents. She believes the money that was financed for the insulation job also included the vent stack work, it did not.   
  
  
  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. ↩