ComplaintsforARS/Rescue Rooter

• Initial Complaint

  10/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  9/9/24 Carrier Furnace installed. System continues to fail; no heat provided to house regardless of thermostat setting. Multiple techs assisted. Manufacturers warranty applies for all parts and labor. Health/safety concern for occupants.

  

  Business response

  10/21/2024

  
  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 the furnace installation scheduled for Wednesday 10/23.  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  10/26/2024

  In process. 

• Initial Complaint

  10/17/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They installed an air conditioner on 08-10-24, they told my elderly mother if she was not happy with the a/c they would replace it or refund the money, its the company guarantee. We have called several times because she is not happy with it and is actually sweating at night with the a/c at 70, they have sent a person twice who keeps giving her the run around, they also have not made the necessary corrections for the city inspector to come back out and approve the inspection so we have a an open and failed inspection. Last week we told them to remove all equipment and refund the money so we can go with a different company and now they are ignoring all our calls.We have an a/c that does not work properly and a open permit who fail inspection with the ******* mother and I would like for them to remove the a/c, refund the money to the lender so we can start from scratch with a new company.

  

  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 have been in contact with the customer and schedule the unit removal for 10/25/24 between 9-12. We will also be processing the credit memo to refund he loan full amount .
  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/20/24 ***** ********* from ARS Rescue Rooter arrived at our home to do scheduled maintenance on our 2 ************* He tried to tell me the drain lines were ***** and that our fan motor was dirty. This was his report: Preformed a seasonal maintenance on a 2015 ******* split system with a gas furnace went to thermostat and powered on system went into attic and checked the blower motor is pulling 7.7 amps found blower motor to be over heating as well as found blower wheel to be dirty recommend replacing blower motor and cleaning blower wheel evaporator to have rust on them found rust in the drain line clearned drain line and evaporator went out to the condenser and pressures where 122/311 sh 24 compressor is pulling 8.4 amps condenser fan is pulling 1.6 amps fla which is over the manufacturer spec recommend replacing condensor fan also found it to be over heating capacitor is a 455uf reading 44.314.9uf cleaned the condenser coils took pictures and physically showed customer issues on system recommended a ca to come out to quote a new system due to the issues found on system and lack of warranty on system customer declined. After he left I went upstairs to turn the thermostat down and noticed what looked to be cigarette or small rectangular tissue papers on the floor directly below where the attic access is. Our heat worked fine all last winter and we were surprised of his report that so much expensive work was needed. We paid them $325 to clean the coils in May 2024. The next tech came out in Sept 24 for seasonal maintenance and said the heat wouldnt come on. The motor is locked up and not turning. The repair would be $4100. I got a 2nd opinion by ****** HVAC here locally and was told ARS tech shoved tissue paper in the blower motor and no rust exists anywhere. The cost to fix the damages was $750 that ARS caused. I called twice and was told the complaint would be escalated both times but no one will call me back. I want my $ back for the repairs and plan.

  Customer response

  10/16/2024

  The attachment I added was the business card for ***** who came and found the motor with tissue or cigarette paper rolled up in it. He showed it to me and pulled all the paper out of it. He tried putting it back in but he said ARS fried it. It wouldnt work anymore. He also told me ARS lied to me about the ***** drain lines because **** found no rust anywhere. There are no pipes in our attic for our systems. He said the pictures ***** ********* from ARS showed me of so called ***** pipes were from someone elses house, not mine. That tech was out to get my money and make me believe we needed a new system. He used scare tactics by telling me if we didnt get the rust fixed by replacing the system we were risking carbon monoxide poisoning. After ***** fixed the motor and pressure switch ($750!) on 11 Oct, I recalled seeing that same tissue paper on the floor after the tech was at my house in April. This $750 repair due to ARSs damages is detrimental to my finances and caused me unnecessary stress. Please call ***** and he will explain everything as a witness. 

  Customer response

  10/16/2024

  The attachment I added was the business card for ***** who came and found the motor with tissue or cigarette paper rolled up in it. He showed it to me and pulled all the paper out of it. He tried putting it back in but he said ARS fried it. It wouldnt work anymore. He also told me ARS lied to me about the ***** drain lines because **** found no rust anywhere. There are no pipes in our attic for our systems. He said the pictures ***** ********* from ARS showed me of so called ***** pipes were from someone elses house, not mine. That tech was out to get my money and make me believe we needed a new system. He used scare tactics by telling me if we didnt get the rust fixed by replacing the system we were risking carbon monoxide poisoning. After ***** fixed the motor and pressure switch ($750!) on 11 Oct, I recalled seeing that same tissue paper on the floor after the tech was at my house in April. This $750 repair due to ARSs damages is detrimental to my finances and caused me unnecessary stress. Please call ***** and he will explain everything as a witness. 

  

  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.
  There is no proof from this instance or any previous, that our technicians have or would sabotage a unit. 
  Our technicians are instructed to follow their moral compass and not doing anything that is unethical. 
  There is absolutely zero proof of any of these allegations, other than a text message from the guy the customer chose to get to do the same repair we quoted, but at half the cost.
   If the allocation was true then SOMEONE would have taken a picture, 2nd
   it would take an incredible amount of paper, unless its made of cardboard, to stop up a blower motor. 
   if this is true then there would be evidence of this because the blower motor would have blown shredded   paper throughout her duct system that would eventually come out or clog up her supply vents throughout the home and there would be evidence of this paper stuck to the wet evap coil as well.
  she is not entitled to have ARS pay for the repair on her system as there is no evidence of sabotage to her unit. 
  Customers attached invoice just notes blowing motor bad.
  The only evidence the customer supposedly has is a text message where the technician just says he took the paper out and conveniently doesnt have pictures.  Any technician would have most definitely taken pictures of that to show a homeowner. 
  
  prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  10/29/2024

   
  Complaint: 22429618
  
  I am rejecting this response because: 

  You're obviously in denial that any of your technicians would ever do any harm to a customers HVAC system.The draft motor was only about the size of a smoke detector so it would NOT take very much rolled up tissue paper to stop it from spinning and frying it. It was nicely rolled up and blocking the blades from turning. How do you explain this? Huh?? How also do you explain the tissue paper on my floor under the attic door after the technician left? Say what you want but I know without a doubt my system worked fine all last winter. Whoever from ARS that was in my house back in April to do the maintenance is to blame. And its unfortunate that Mr. **** didnt take a photo of the draft motor clogged up with tissue/cigarette papers but by the time he came down from the attic with it in his hand to show me, he had already started removing them. I was in shock and unfortunately didnt think to take a picture. Ive used ARS for the last ***** years and never in a million years would I expect this company to sabotage any part of my hvac system. I hope that someone else has this same problem and makes the same kind of complaint so you can see that I am NOT lying. I have no reason to lie. Why would I make false accusations about this? I am an honest and truthful human being with 18 years of service to this country in the military and I was done wrong. I dont deserve being walked over like a door mat and taken advantage of. The damage has been done and you can rest assured Ive made a public complaint on social media about ARS so thats my two cents. Kiss my grits. I hope youre satisfied with the truth that your company has a selfish and greedy technician working for you who is out to make customers believe they need to replace their system or have thousands of dollars of repairs done because they broke it. The truth will come to light. Go on and close this out cause Im done. Bye. Youve lost my business forever. 
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  10/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  SO # ********. I have to much trouble getting service on my HVAC system. On October 11, 2024 I called to complain about not getting sufficient heating. The operator I spoke with said my system is A/C only. I paid for a heating pump with this order after their agent **** Diblasson said adding that would also provide heating. This was on 6/06/2024. I paid over $19,492 dollars for this. There should be a **** Endeavor -2.0 ton up to 14.3 seer hp split sys-1-stg cond, Rp14AZ Edeaver line Achiever Heat Pump etc installed. I need a full explanation as to why this agent on phone was denying me service when I also have a 10 year warranty on this HVAC system. They should know what I have and not dispute me and refuse service or refer me to salesman who sold the unit. The cooling system doesnt work efficiently as well. It takes 6 to 8 hours to cool house. Now the heating does the same and theyre finding ways to ignore me. I need proof of complete installation with photos of where possible and guarantee of service when requested in a timely manner. I cant go into attic due to mobility issues and expected that the work was done as contracted.

  Customer response

  10/18/2024

  This issue has been resolved. Please withdraw my complaint. **** ***** has satisfactory address this issue.

  thank you.

  

  Business response

  10/22/2024

  
  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.
  No follow up appointment required
  Refund completed submitted, Sales should have applied credit to the installation
  We called customer and went over the functionality of the equipment and customer has a clear understanding on how to use the equipment and confirmed we installed the exact equipment he purchased.

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

  Customer response

  10/24/2024

   
  Date Sent: 10/18/2024 3:27:18 PM
  

  This issue has been resolved. Please withdraw my complaint. **** ***** has satisfactory address this issue.

  thank you.

  
  

  Customer response

  10/24/2024

   
  Date Sent: 10/18/2024 3:27:18 PM
  

  This issue has been resolved. Please withdraw my complaint. **** ***** has satisfactory address this issue.

  thank you.

  
  

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called yesterday morning was scheduled by tomorrow Called at 3pm stil on schedule. Receive ars call saying will be done first thing in morning its now 2:05 pm still no show

  

  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 have called and left a message for Ms. *********
  The appointment was initially scheduled for 10/14 2-6 The customer called into try to move the appointment to earlier in the day. Unfortunately,Ms. ******** calls for **** were not sent to the branch we were only notified of the 1st reschedule request on 10/14 for an earlier appointment.Unfortunately, we could not accommodate the earlier timeframe on 10/14 but we did reach out twice to send a tech in the original 2-6 time frame with no answer from the customer.
  
  ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  10/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 1st 2024 was the installation date for a new HVAC system with ARS. It had been one problem after the other.stop calling them because for weeks because it started to feel like am forcing them to do their job. I paid for this system am not going to beg them to do the right thing. I did not get AC until days after. The city has not come back out to check the correction and the list gos on. ARS is extremely sloppy. Today 10/15/24 I have to call them to get heat in my home.

  

  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 Sent a technician on 10/15. Tech checked the system and turned on the heat, everything is working fine. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  10/24/2024

   
  Complaint: 22423785
  
  I am rejecting this response because: I have ****** multiple times and have been dealing with issues since June 1st. Ars need to compensate me for problems and anxiety that I continue to face. 

  Waiting on ***** to reply. I need the entire system out of my life. 
  
  Sincerely,
  
  ******** *****

  

  Business response

  10/28/2024

  
  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 the customer 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

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Improper installation of flue venting, and did not use flue liner either. Due to this, the limit switch keeps tripping and they told me they can leave it on bypass. I also called in January and February 2024 and never received a call back from a manager, even after multiple messages. I finally called again the other day, and a supervisor came out today. The showed me a manual for a furnace model that is not what I have, and I overheard another work ask the supervisor is he was going to fix it or just say he did. They did not fix anything. They did not show me a report before they left but I received an email stating I need to contact a chimney company and there is nothing wrong with the furnace (even though they told me the limit switch is bad and they left it bypassed). Pretty sure it's illegal for a company to leave a limit switch bypassed.I want the furnace inspected, and the job completed. The correct manual says they are not supposed to vent how they installed it and if installing with a masonry chimney, it must be lined.

  

  Business response

  10/16/2024

  
  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 spoke with the customer and will take care of the flue liner. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  10/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an a/c unit with this company back in 2022. In 2023 I realized I was overcharged. I began reaching out to the company many times since July of 2023. Most times I was told that a supervisor would call back but none ever did. In August my son spoke with a manager by the name of ******. He explained to ****** that he purchased a 5 ton unit and paid $7k and questioned that I was charged over $16k for a 4 ton unit. My son purchased from All Year cooling which is a direct competitor to Ars Rescue Rooter. The manager told my son that I signed a contract. My son explained that his mother is an elderly woman and was taken advantage of by ARS. Ars has a policy that within a year they will remove the unit and refund. The manager ****** explained that they can do that he would rather not remove the unit and just adjust the pricing but he would need to speak with me. My son told him to call me. The Manager never did. My son reached out for ****** many times since and was able to speak with him more times in attempt to get a phone call scheduled. The final time speaking with ****** was in December where my son explained that it was ridiculous that this has gone on this long and told him to just remove the unit. ****** advised that it had been to long at this point. My son explained that the complaint started before the year had lapsed. Since then we have called many m any times with the promise of a call back. Finally spoke with a Manager the week of 10/1/2024 a time was set for a phone call. And no one called and we have not been able to reach the manager since. We have also filed a complaint through the company's website and have not received a response.

  

  Business response

  10/21/2024

  
  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 been talking to Mr. ****** ****** and we have advised multiple times that the homeowner (mother) needs to contact us and be the decision maker since she is the one who signed the contract for the ** unit. We also sent a certified letter to the customer explaining we need verbal and written authorization from her to be able to have her son managing her account.
  ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  10/21/2024

  The Company contacted me a few days after I submitted this complaints, they advised that they would call back. And they did not. I called and left a message requesting a call back and still have not received a phone call from this company.

  Customer response

  10/21/2024

   
  Complaint: 22405642
  
  I am rejecting this response because: ************ has called me one time since I submitted this complaint. They advised that they would call me back and never did. I called and left a message requesting a call back and still have not received one. Their reactions reflect a continued disregard of a legitimate issue. They have my money of which I was taken advantage of and they seem to feel that they do not have to deal with me or my concerns.
  
  Sincerely,
  
  **** ******

  

  Business response

  10/22/2024

  
  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 the customer and ******, and set up a phone call for tomorrow at 10am. We hope to reach an amicable resolution.
  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  10/23/2024

   
  Complaint: 22405642
  
  I am rejecting this response because: We waited till 11pm for a phone call and did not receive one. This is the same pattern of behavior from this company, to promise a call back and not call back. This is unacceptable.
  
  Sincerely,
  
  **** ******

  

  Business response

  10/28/2024

  
  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 the customer. She authorized her son ****** ****** to manage her account. ** spoke to him and offered to work in the price, customer declined and want to proceed with removal and refund   He will call the ** directly to let him know. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  8/6/2024 - Contacted ARS for servicing on my **** that was making unusual noises. Within a few days they came and determined a boiler wheel behind the motor was broken. Replacement was ordered; had to put half deposit down ($175). About 2 weeks later, the parts arrived and ARS returned to finish the job. However in the process of replacing the boiler wheel, ARS accidentally broke the evaporator coil ($2000 value, but I did not have to pay for it). Evaporator coil replacement had to be ordered; yet another delay over a week. ARS returned 8/29/2024, only to inform me the nuts and boiler and coil tube needed to be replaced from the original broken parts. At this point, I was very frustrated with delay after delay and no updates until they call to schedule return visit. I demanded a refund on my deposit for the boiler wheel. And emphasized my servicing of the **** should have been elevated as ***************** to get this repaired ASAP. Went through 2 heatwaves with no AC and a cold front with no heat. On one of the invoices, I noted the technician reported the boiler did not need the wheel! As of 9/3/2024 i still do not have a working ****. I will no longer recommend this company for their inadequate job. I have had to rearrange several personal and medical appointments to be available for ARS. They should be accommodating customers. This has caused me a lot of stress and anxiety to my health when I have just been diagnosed with a painful Fibromyalgia condition.

  Customer response

  10/10/2024

  I followed up directly with the vendor on September 24, 2024  on their website form where complaints or suggestions are submitted and requested them to credit my initial charge of $175.50 back which they were supposed to refund.  I still have not heard back as of this date.  Still need assistance to get my money back.

  

  Business response

  10/21/2024

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

  Customer response

  10/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.  The refund has now been applied to my credit card as requested.  Thank you.

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

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

  Burke, VA 22015

  
  

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** HVAC put in a new sewerage system at my home. They left holes in my driveway stating they will come back to fill the holes after six months. I called for nine months and no results. The code enforcement has left message stating they were supposed to have pulled a permit to put in the system but ****** never responded. I have called to reason with them but no results. My driveway had gravel in it they have not replaced the gravel and my car gets stuck in the mud when it rains.

  

  Business response

  10/15/2024

  
  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 provided the customer with options and hope to reach an amicable resolution.
  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  10/15/2024

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

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

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

  *******, TN 38108

  
  

  Customer response

  10/15/2024

  The company has been out to try and resolve the issue and plan to come back for the drive way once the driveway issues has been resolved then my complaint will be resolved.

  Customer response

  10/15/2024

   
  Date Sent: 10/15/2024 1:16:19 PM
  The company has been out to try and resolve the issue and plan to come back for the drive way once the driveway issues has been resolved then my complaint will be resolved.

  

  Business response

  10/23/2024

  
  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.
  The inspection has been fully passed. We have spoken with our contractor who will smooth over the yard/driveway.  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

  Customer response

  10/24/2024

  They completed everything but did not put my gravel in the driveway. I will be satisfied when the gravel is down.

  Customer response

  11/04/2024

   
  Date Sent: 10/24/2024 5:22:26 PM
  They completed everything but did not put my gravel in the driveway. I will be satisfied when the gravel is down.

  

  Business response

  11/12/2024

  
  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 are working with our contractor to return to the customers home and pour some additional gravel. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

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