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Complaint Details
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Initial Complaint
01/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
ARS installed an air handling unit in our condo on April 4, 2016. The price we paid was $6111. On January 3, 2022 the unit "died." There is a 10-year warranty on parts and since this unit is only 5 years old, they want to charge us either $4577 in labor to "fix" it, or $7100 to replace it (price with a discount.) We believe they sold us a faulty system since it has never quite worked well since the beginning -- for example, they had to up the wattage 2 weeks after the install. There have been several times the unit has quit cooling over the past 5 years and during one of the many times they came out to "fix" the A/C, they discovered a leak. Although they insisted the leak was fixed, another HVAC tech from a different company confirmed yesterday that indeed the coil shows leakage (i.e., "the leak has not been fixed and that's what killed your unit.") On December 20, 2021 ARS did a last ditch effort to save the unit by installing a Kick Start, for which they charged us $425. (The part can be purchased online for approx. $48 -- we feel this is price gouging.) We also had to pay $266 to have the drain line unclogged -- a fee that they charged $39 for in the past. Our "new" HVAC expert encouraged us to reach out to you based on the receipts we showed him ...
Business response
04/13/2022
Business Response /* (1000, 5, 2022/01/14) */ American Residential Services, LLC, ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We have been in communication with the customer and have reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX. Consumer Response /* (3000, 7, 2022/01/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are highly disappointed that after further discussion with ARS and Carrier Corporation, neither company will take ANY responsibility for the untimely demise of the AC unit. As usual, the consumer loses! We cannot recommend doing business with ARS. (Won't buy another Carrier either.) Caveat emptor. Business Response /* (4000, 11, 2022/02/21) */ 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. ARS provided the customer our offer which she declined and opted to go with another company. As a sign of goodwill, we have already refunded the last repairs. That is as far as we are willing to go for compensation ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.Initial Complaint
01/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They came out to replace a water shutoff valve at a toilet tank. They replace all three in the house (only one was defective, the other two were done as prevention due to age). One of the operable valves then developed a leak that damaged the carpet in the adjacent bedroom. I called and was told a water mitigation company would come out. This did not happen. I've called multiple times since asking for the damages to be repaired and a refund. Their customer satisfaction department doesn't answer the phone or return calls. They advertise a 100% satisfaction guarantee or your money back. FALSE ADVERTISING! I want my money back and the damaged carpet replaced.Business response
04/13/2022
Business Response /* (1000, 2, 2022/01/05) */ American Residential Services, LLC, ("ARS"),has received your email regarding the above-referenced complaint. Thank you forbringing this matter to our attention and allowing us the opportunity torespond. We will be reaching out to the customer regarding the issues expressedand, to hopefully achieve an amicable resolution. ARS prides itself onproviding premier customer service and appreciates your assistance in resolvingthis dispute. If you require additional information regarding this complaint,please contact me directly at (XXX)XXX-XXXX.Initial Complaint
01/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Installation of a water heater 10/22/21. Installation quoted as one price, no details offered. I chose to go ahead as this was a Friday. Issue 1: A new pan was taken into the garage area and the loaded back onto the truck as the technician stated he was not able to take the old pan off. He damaged the old pan installing the new heater. I presumed a credit would be issued since the new pan was not used.Issue 2: Also, I asked the technician if ARS offered any other discounts other than the $50 postcard coupon I showed him. He asked if I was military or a frontline worker. I replied no, but I am 70 years old.. do you offer a senior discount. He said that he could offer a discount . So, I tore up the $50 coupon. When it came time for payment, the amount matched the estimate. I questioned it and he said to call the office on Monday( this was already after 6 pm on a Friday). So I did and that is when my "journey" started. From 11/24-12/8 I called several ARS numbers and discovered that many were not in the main office. I did talk to ******** and ******** and separate occasions, and they offered to talk to a colleague or travis.. No one called me back. One of them stated that ARS did not have a senior discount. The badge that the technician had showed as temporary so I guess he didn't know? Next I sent an e mail thru the BBB portal on 12/13 and still have not received a call back.I believe I am owed at least the $50 discount I originally had, and some credit for the pan not used.Business response
04/13/2022
Business Response /* (1000, 2, 2022/01/05) */ AmericanResidential Services, LLC, ("ARS") has received your email regardingthe above-referenced complaint. Thank you for bringing this matter to ourattention and allowing us the opportunity to respond.
We have beenin communication with the customer and have reached an amicable resolution. ARS prides itself on providing premiercustomer service and appreciates your assistance in resolving this dispute. Ifyou require additional information regarding this complaint, please contact medirectly at (XXX) XXX-XXXX. us why here...Initial Complaint
12/18/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I called today because my air is randomly turning on the emergency heat. **** called back to try trouble shoot some stuff and factory defaulted the thermostat. At 430 I reached back out bc the vents had warm air coming from them even though the air is on and set to 70 degrees. The temperature had risen to 74 degrees in the building and it was a cool day today. My unit is brand new and is not even a year old. I was told at 430 someone would be out tonight. At 530 I called to get an eta so I wouldn't have to waste my whole night at the office waiting. She was suppose to have someone call me back. No response called back after 45 min to be told that they may not be coming today after I have sat around and waited 1 hour and half for someone to show. Needless to say I was like well I'm not waiting any longer and she said that someone would be out tomorrow I told her they would have to come between the hours of 8-11 tomorrow as I would not be sitting at the office all day tomorrow wasting my day. Called my father to discuss the issue and he was upset and said that the issue needed to he addressed today as 1 issue could be a fire hazard at my new 1.5 million dollar building. I called back to have her reach out to some one else no response called back and talked to Megan she was able to talk to someone at new install and be told that they would not be out today.Business response
04/13/2022
Business Response /* (1000, 5, 2021/12/27) */ Good afternoon, this BBB case has been put under the wrong jurisdiction. This should go to our Charleston, SC location is at 2548 Oscar Johnson Dr. N Charleston, SC XXXXX. Please make the change. Thank you. Business Response /* (1000, 18, 2022/01/14) */ American Residential Services, LLC, ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We have been in communication with the customer and have reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.Initial Complaint
12/02/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
We started the Assad ban maintenance program in May with our main concern being the HVAC systems. In October I contacted Aids them for our heating system check and was told they could not be out for serving our furnace till January 2022.I advised the. Scheduler that was not acceptable, and asked to speak with a supervisor regarding of a refund of our monthly payments. I never received a call, and put a stop payment order to the bank. I recently received an ad from them trying to obtain new customers and cannot provide service to existing customers. I would like your assistance in getting my refund and but other potential customers on notice. We moved from Des Moines where we had a similar plan with ******* ******* who contact us in early spring and fall to assure we were scheduled. ******* *******Business response
04/13/2022
Business Response /* (1000, 5, 2021/12/10) */ American Residential Services, LLC, ("ARS") dba Aksarben has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We have been in communication with the customer and have reached an amicable resolution. The customer's credit card has been refunded. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.Initial Complaint
11/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have a new Hvac install by ARS about 3 weeks ago. Before Thanksgiving I noticed it was not operating correctly and stopped heating. I called ARS in the Charleston, SC office and many technicians came out and can't repair it. From my last conversation with a tech today an installe manager have to take care of it. I have been without adequate heating for a couple of days without a resolution. I've spoke to the general manager once Daniel and it's not resolved. I paid almost $8000 for a new hvac system and it is not operating properly. I do not believe the system was installed correctly.I am asking for the unit to be repaired immediately or issue me a refund/ or compensation.Business response
04/13/2022
Business Response /* (1000, 5, 2021/12/03) */ American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We are currently in communication with the customer. The part has been ordered and will be installed when it is available. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.
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Customer Complaints Summary
1,370 total complaints in the last 3 years.
499 complaints closed in the last 12 months.