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Complaint Details
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Initial Complaint
10/23/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a new kitchen faucet from HD on 9/26/24 - $76.14. Within a day, I contacted ARS, MB to ask what the installation fee would be. I was told $109, but I could not commit to a date since I did not yet have tracking info from HD. When I received it, I called ARS to schedule an installation date & RECONFIRM THE INSTALLATION FEE THAT WAS ORIGINALLY QUOTED TO ME A DAY OR TWO PREVIOUS. The technician was cordial, hard working and was able to complete the job in a relatively short amount of time. As he was packing up his tools, he pulled out his tablet for me to sign & acknowledge the completion of the work he did, but he very clearly told me that your credit card will be charged $325.00!!!! Obviously, I was not pleased to hear that ********** told him that I will dispute it since two ARS young staffers consistently repeated the same installation fee to me of $109. After the fact, I called ARS & expressed my total disappointment & anger since both of them tried to make me believe that I was told that the $109 charge represented a service charge and /or a diagnostic testing fee. I assured both of them that I did not request either of those services because I had purchased a brand new kitchen faucet which was waiting to be installed. I also expressed to them my anger and disappointment in having a company that I have held in high esteem, having spent over $13 or ******, for a new HVAC system 2 yrs ago, & costly related items to improve efficiency of the air handler and supply brand new expired smoke detector units. So, getting back to the $325 charge, the technician made some adjustments in so far as discounts seeing that I was quite upset. However, my c card still reflects a charge of more than $100 above what I was quoted originally & I highly resent the devious treatment that was dished out to me. I am 81 years old, run my own home, retired here from NY in 2009, & I would assume that ARS would put their " big boy pants on" and issue me a refund!!!!
Business response
10/28/2024
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 homeowner, apologized for the miscommunication, and will provide a refund. ARS 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,
**** Virtuoso*******************Murrells Inlet, SC 29576Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Good morning,To whom it may concern, I am writing in regards to the following address.******************************************************************************* ARS installed a new unit and duct system last year on 10/22/23.***** ****** was the specialist who sold me the unit. (Who I was not aware is no longer with the company per technician) I have called various techs throughout the year and none of them have been able to pinpoint why the airflow to the master room was not receiving the proper airflow.Yesterday, the technician that came out (bless his heart) did all he could the whole afternoon and was not able to make that room have the proper airflow. I showed him all the documents, but for some reason he was not able to pull up my account, which has made me very concerned. I am unsatisfied with the outcome of all of this and would just want to get somewhat reimbursed for that duct section for that one room. I am very unsatisfied considering that the airflow in that room was perfectly fine before the new unit was installed. Which makes no sense since that unit was from the 80's. I have already paid my loan with ******** as well.Business response
10/28/2024
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 sent a tech out to the customers home and offered to remedy the issue. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
10/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, please dismiss.
Sincerely,
***** *****, TX 77082Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted ARS after reviewing their website and seeing all the positive reviews. I bought a home a few weeks ago, the ** appeared to not be cooling. I contacted ARS and was given an estimate. I found out later that day that the previous owner had a warranty on the a/c, therefore, I canceled services before any work was done. Ive contacted ARS at least 5 times, customer service are very friendly and they have forwarded my complaints. I have not heard anything from ARS or received the money i paid. Im disappointed and frustrated at this point and just need assistance. Cannot upload documents because *** never received one document or any emails from this organization.Business response
10/23/2024
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 attached refund. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
10/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had an HVAC unit installed around the end of April through Lowes. The installation was quick and easy. But it went down hill fast. The instalation failed the city inspection, so they had to come out and again and make repairs. After playing phone tag for 2 months they finally came out and made the repairs. I signed up for the service plan, service tech came out and said everything was perfect. Fast foward to October 15 I turned on the heat and it doesn't work. Called to make an appointment for 2pm-6pm. An agent called around 4:45 and said someone was in route. 6:30 still no tech and no call. I had to return to work so I canceled the appointment for that day and made another one the following day for 12-4. No one showed up and no call. Made another appointment for Saturday between 8 and 12 no one showed. I need a refund for this unit and my service plan that I have been paying for. The unit does not work properly and no one is coming out to service the unit.Business response
10/28/2024
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.
Our manager has called the customer and left a voicemail. Also, he sent a Podium text message to call me. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
10/19/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
When we were sold on ARS our salesman made it seem like the company was always going to be taking care of us if anything ever happened to our unit and our service was interrupted. A selling point in particular was that if an issue couldnt be resolved by them within ***** hours, they would pay for us to stay at a hotel while we wait for our issue to be resolved. Our unit is only 4 years old, in the past 7 months the unit has had a fan motor replaced twice, as well as a blower Im currently waiting on, as they dont have an eta for the part. Weve been without heat for 2 days now, and Ive been told earlier today that the part probably will get here Wednesday. Thats another 4 days of no heat during the beginning of the cold months. They replaced a part less than 2 months ago.Business response
10/22/2024
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 all is well, she is pleased with the repair of blower motor. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
10/18/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Had an air conditioning unit installed by Florida home air conditioning on 09/10/2024. The amount charged for the service is $10,800 but we have contacted the business multiple times to pay for the service but they have yet to give us any way of paying the bill. QAVC *******Business response
10/23/2024
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 spoke with the customer. The manager gave Mr. Park the number to call the ************* and will send him a hard copy of the invoice he inquired about.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeInitial Complaint
10/18/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
They charged me for a plumbing service I didn't receive they service My Air conditionerBusiness response
10/24/2024
American Residential Services,LLC D/B/A Unique 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.
Customer called in on 05/15/2024 requesting plumbing service citing a leaking aerator tank. CSR advised customer that there is a $99 service fee for plumbing. The *** proceeded to explain the savings of our ****************** Program and the customer signed up for the program. This provided the customer a discount on the ******************** service fee which reduced the price to $39. The plumbing technician arrived at the home at approximately 12:30pm on 05/15/2024. The plumbing technician observed a leak at the holding tank (aerator tank), a leak at the pressure switch, and a leak at the return line. The tech provided a quote to repair all items. The customer declined the service, refused to pay the service fee, refused to sign the service order, and told the tech to leave the property. Follow up attempts to collect the owed fee were unsuccessful and the account was turned over to our collections company,***.
It is our contention that the *** clearly explained the service fee to the customer prior to scheduling the appointment, the customer agreed to the fee, and that the outstanding invoice is, in fact, due to ************************* the interest of expedient resolution, Unique Services is willing to write-off the outstanding balance. However, in consideration for excusing the customers past due debt, the customer is required to sign and date the attached SRA and return the executed document via e-mail to ********************************* or via **** to Unique Services, ******************************************.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
10/18/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
The **********/ARS installed an HVAC system in my home on October 3rd, 2024. The system IS NOT what was designated on the Purchase Agreement, and it is the wrong size for my home. The system is VERY loud and does not cool or dehumidify my home. On October 6th, 2024, I submitted a Notice of Cancellation which was part of the Purchase Agreement and Loan Agreement. The deadline was noted on the contract as October 8th, 2024. The entities did not acknowledge my Notice of Cancellation until I pursued them for several days and sent additional backup copies of the cancellation notice. *************** funded the loan on October 3, 2024, even before the installation on October 4, 2024. I have spoken with managers of The ********** and ARS. I have contacted the loan servicer ***********************. As of 10/18/2024, the Service Finance loan has not been cleared and ARS has not removed the equipment from my home.Business response
10/23/2024
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 sent the customer the removal agreement for signature.The customer is free to have someone review the language in the agreement. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
10/23/2024
Complaint: 22440742
I am rejecting this response because: The language in the Notice of Cancellation does not require me to sign a "Settlement and Release Agreement". I asked for contact information of the author but that was not given to me. I will need to seek Legal Counsel.
Sincerely,
******* ********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.
Refund completed and closing out the permit. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
10/17/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have called twice for service and at neither time I have not heard from the tech person that has suppose to do the service. This is the company that installed my new HVAC system in my home in 2022. I had a problem with thermometer that the installed and had to replace last year in 2023 when it stop working. The same thing has happen again. I have called twice and set up appointment with them this week on 10/15 and again at 10/17. No response from no one at the company. I need help them need to fix the problem of ther installed. Is theBusiness response
10/25/2024
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 serviced Ms. ****** unit on October 17, 2024. We replaced her Honeywell T-6 thermostat. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
10/17/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I bought a Heat and Cooling system from ********** and was installed by ARS and after several problems the unit stop working on 9/09/2024. ARS came to my hose and diagnosed the problem as the inside motor and gave me a repair cost of $624 which I couldn't afford. Today 10/17/2024 I called them back to moved forward with the repair and they are trying to not honor the $624 estimated and want to raise the price even more. I have a written estimate, and no circumstances have change, my unit still broken and the same part still not working. This company wants to take advantage of a customer needs to make a bigger profit. I spent $11,576 on 4/30/2022 and 2 years later after several repairs (evidence of all repairs) the unit stop working and the manager instructed the employee to tell me they want me to pay $882 plus $109 if I want my unit repair.This is insane, for hardworking person the original $11,576 is a lot of money which I am making monthly payments still and now a new unit is broken, and they want to exploit my needs to their convenience and continue reaping me off of more money. This situation is sickening. I went to ********** on 9/17/2024 since I bought the unit from them, and they used a sb-contractor ARS to install the unit, and they just referred me to a ******** ********. I emailed Mrs. ******** the same night and never received a reply back or a phone call. I have tried to comply with the outrages estimated they gave me on 9/09/24. If I could take the entire unit out of my property and returned to this people, I would and get my money back. Is insane for me to spend that kind of money and continue to pour more money into a lemon unit and get the kind of service this company is offering to a customer in need. When I bought my house in 2016 had the original cooling system from 1997 and it was time to be replaced. Is a shame that I trusted ********** and now I am in this predicament and living in ******* during Summer in a house that is 82 degrees hot.Business response
10/22/2024
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 Ms. ******* and let her know we would honor the original quote to replace her blower motor, that price also included the original diag fee. ********** accepted that offer,.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
10/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******* **************************************************************
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Customer Complaints Summary
1,367 total complaints in the last 3 years.
499 complaints closed in the last 12 months.