Complaints
This profile includes complaints for ARS/Rescue Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,433 total complaints in the last 3 years.
- 510 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/12/2022
Type: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 used this company to install a new AC unit in February of 2021. Since the unit has been installed, they have been to my residence six times since April of 2022 for service issues. They have been to my house 4 times in the past three weeks for a condensation issue leaking through my wall from the air duct. The first technician (July 25th) wasnt skilled enough to diagnose the issue. A senior technician, *******, came to look at the problem (august 2nd). He was able to diagnose the issue and come up with a repair plan. There was mold growing in the ducts and on the unit in the attic from the moisture and the overload of air pressure. He returned august 9th to repair the issue. This was a 3 thousand dollar repair. The following day (aug 10th) the issue presented itself again. The wall was soaking wet with condensation. Today, aug 12th, the same technician and his supervisor, ***, came to inspect the unit. The supervisor stated that the one air duct was bad and needed to be replaced, along with the other air ducts in the attic because they were falling apart and leaking air into the wall. Another visit is required and another large sum of money is required to fix the issue. An issue that shouldve been seen when installing the unit and on all the visits prior which the supervisor, ***, stated and apologized for. We are looking at water damage, loss of money and time for this entire ordeal. Its been a very strenuous and lengthy process with little to no results at this time.
Business Response
Date: 08/25/2022
American Residential Services, LLC D/B/A ******************* ("ARS") has received your email dated August 13, 2022, 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 ********************* to gain a better understanding of the Complaint and hope to achieve an amicable resolution very soon.
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 **************.Customer Answer
Date: 08/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as they return with a correction for the issue in a timely manner.
Sincerely,
***************************Customer Answer
Date: 09/09/2022
Complaint: 17710769Good afternoon *****, this is ***************************. We just spoke about reopening the complaint against ******************************************. I am very displeased in their lack of urgency of this matter and would like to reopen the case for further review.
Thank you
Have a nice day
***************************
Sent from my iPhoneBusiness Response
Date: 09/16/2022
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 to gain a better understanding of the Complaint and working toward 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 ********************************************Customer Answer
Date: 09/18/2022
Complaint: 17710769
I am rejecting this response because: I am not satisfied with this company. They have zero sense of urgency for this matter and are still trying to charge me to fix mistakes made by them. I filed my original complaint august 13th, the company called me September 16th with their response and solution. A month of waiting for a response. Their solution was I hire my own contractor to come tear down and replace the wall so they could fix the duct work (1000$ Plus what a private contractor would cost) or I use their contractor and they will replace the duct work for 2500$. I do not think I should have to pay for a repair that should have been seen and fixed at the original call for the issue in July.
Sincerely,
***************************Business Response
Date: 11/03/2022
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 to gain a better understanding of the Complaint and working toward 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 ********************************************Customer Answer
Date: 11/06/2022
Complaint: 17710769
I am rejecting this response because: the company still hasnt resolved the issue at hand and I will continue to reject it until the problem has been solved
Sincerely,
***************************Business Response
Date: 11/14/2022
ARS strives to provide exceptional customer service. As a result, we set an appointment for 11/8 for our manager to meet with the customer to work towards a resolve. If you require additional information regarding this complaint, please contact me directly at **************.Customer Answer
Date: 11/16/2022
Complaint: 17710769
I am rejecting this response because: the issue still hasnt been resolved. They are working with me on a solution but I will not accept the business response til the issue is fixed.
Sincerely,
***************************Business Response
Date: 12/01/2022
American Residential Services, LLC D/B/A ("ARS") has received your email dated November 16,2022, 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 ******************** and repair appointment was scheduled for November 28,2022. 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 **************.Customer Answer
Date: 12/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:08/12/2022
Type: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.
Beutler installed an air conditioning unit less than 2 months ago have made multiple visits and have missed the problem. The unit has failed twice and they forgot to replace the circuit in the breaker which has been in the house since 55 (I think thats when the house was built) the compressor has failed and is leaking. The house has hit 90F and I have a 2 year old child and my wife works from home. I have called multiple times to be in contact with someone to which I receive the we will have someone call you to which no one does and I have to place a call to them bourse later. This should not be happening with a less than 2 month old unit with multiple visits from their technicians and not have it be replaced or even fixed. This is the worst service I have ever received from anyone. The general manager has refused to speak with me stating to the **************** rep that the tech manager will call in ***** minutes when they should have been in contact with me more than 2 hours ago. This isnt the first time they have strung something along. The last time this was supposed to be serviced I was advised that I would have a window of 2-6pm and I received a call from the tech after 9pm stating that he wasnt going to be able to make it that day. No call from a manager or anything when this is a system they installed and are dragging their feet with repairs/reinstallation. We are expecting reimbursement for this issue and travel expenses. Perhaps even a full refund of the unit after it is replaced as they are not doing what their motto says.Business Response
Date: 08/25/2022
American Residential Services, LLC D/B/A Beutler ("ARS") has received your email dated August 15, 2022, 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 ****************** 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 **************.Initial Complaint
Date:08/12/2022
Type: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.
AJP installed a brand new AC system in our house which has been nothing but problems. They refuse to stand by their "100% Unconditional Money-Back Guarantee If for any reason, within one year of the date of the original invoice, you are not 100% satisfied with your equipment, we will make every effort to meet your expectations, or remove your equipment and cheerfully refund 100% of your money." even though we've demanded they remove the system dozens of times.Business Response
Date: 08/25/2022
American Residential Services, LLC D/B/A *************** ("ARS") has received your email dated August 12, 2022, 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 ******************** to gain a better understanding of the Complaint and hope to achieve an amicable resolution very soon. 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 **************.Initial Complaint
Date:08/12/2022
Type: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.
see attachBusiness Response
Date: 08/25/2022
American Residential Services, LLC D/B/A ******************* ("ARS") has received your email dated August 12, 2022, 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 *************** to gain a better understanding of the Complaint and hope to achieve an amicable resolution very soon. 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 **************.Customer Answer
Date: 08/26/2022
Complaint: 17707233
Good evening *****,Im writing in response to the email you sent me on August 25th. *** from ***************** (*******************) called myself and **********;at 1:01 p.m., and wanted to know if we agreed to allow one of their representatives to come to our home on Tuesday the 16th of August. He stated that they would bring the heat pump and heat strips, as well as to resolve the complaints that we have with the company. They gave us a time slot between 11a.m. and 2 p.m.On the day of the 16th (Tuesday), ***** and I stayed home during the times RS ******** representative was supposed to come. The appointment came and went with no phone call or email to let us know that they werent coming. We were disappointed yet again. Based on what they told you they reneged on their resolution. We do not trust that they will be honest or transparent about resolving this satisfactorily. Thank you for your time.Respectfully,****** & *********************;
Business Response
Date: 09/02/2022
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 to gain a better understanding of the Complaint and an appointment has been scheduled for Sept 14, 2022. 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 ********************************************Initial Complaint
Date:08/10/2022
Type: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 bought top of the line Carrier air conditioner unit and ductless units totally $24,000 two years ago with a 10 year warranty and was told anything goes wrong with unit I would get same day service. Now there is a heat wave air conditioning is not working and they cant give me an appointment for someone to look at it until 17 Aug today is the 10 th. This is unacceptable. I want a refund for half the amount I paid so I can get another company to take care of these initsBusiness Response
Date: 08/23/2022
American Residential Services, LLC D/B/A *************** ("ARS") has received your email dated August 11, 2022, 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 ******************* 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 **************.Customer Answer
Date: 08/24/2022
Complaint: 17701055
I am rejecting this response because: there is a leak in my air conditioning system that existed prior to installation of new unit that they were aware of. I was assured everything was fixed upon installation of the new system in 2020. However, the system needed freon in 2021 and again in 2022. The company insists that a leak cannot be troubleshot until next spring! Kicking the can down the road is unacceptable, poor practice and very poor customer service. I demand a full refund in order to get a company that can fix the system right the first time, not the second, third and fourth.I request a service tech to come back to my residence and find the leak and fix it. I am unsatisfied with waiting until next spring to find what is wrong with a new system that needed 7 lbs of freon!
Sincerely,
*************************Business Response
Date: 09/08/2022
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 ****************** and we have a plan of action in place and are honoring our contract. She understands and agrees for the visit in November. 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 *******************************************.
Initial Complaint
Date:08/09/2022
Type: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.
After having a new gas fired boiler installed less than 12 months ago, *************** was called back in to correct installation errors. Each service occurrence was defined as "wires crossed". I let the reason stand since it finally seemed the boiler was workingRecently *************** reached out to me to schedule a maintenance appointment.I agreed to the due and only required my selection of AM or PM.tge service was supposed to be between 12:00 PM and 6:00 PM. I had texted *************** at 2 30 and asked for an update on an arrival. I received a reply of before 6:00 PM. As of 6:15, no one showed ND called J PERRI directly. After holding for 8 minutes, a call center representative answered. I was instructed my service would be next but could not sY when. I was also told I was notified of a delay. I was not.*************** did not answer my question, lied about communication, and created an inconvenience for over 6 hours. Pleasewarn others they are not ethical in their business practices and are fradulant in their installation and service. The **** center is not equipped to handle any business situation.I have requested management call back and was instructed someone would call me on Tuesday August 2nd. I shall notify you if that occurs.Business Response
Date: 08/24/2022
American Residential Services, LLC D/B/A ***************, ("ARS") has received your email dated August 10, 2022, 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 ****************** to provide a resolution to the experience. ****************** has informed he is no longer interested in ARS/*************** providing service. We appreciate your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at **************.Customer Answer
Date: 08/24/2022
Complaint: 17657369
I am rejecting this response because:No resolution was provided.
They are in breach of warrsnty and refused to acknowledge their unethical business practice.
The complaint stands as is.
In the call I received today, *************** did not even realize the service requested was for the equipment they installed for $15,900.00.
They asked if be service was for air conditioning.
13 hours of wait **************** that never occurred is unethical business practice, unprofessional. And a breach of their service warranty on the equipment.
*************** states on their public website same day service. Their call center states that is not true. False advertising on their part.
I had requested , four times, for management call bCk. The **** that contacted me today was not a manager.
*************** is refusing resolution.
My closing statement today was to contact me with restitution.
Their response to the BBB is not restitution, resolution, professional, nor ethical.
Nothing has been resolved.
Thank you.
Sincerely,
*************************************Business Response
Date: 10/12/2022
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 to gain a better understanding of the Complaint and working toward 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 ********************************************Customer Answer
Date: 10/12/2022
Complaint: 17657369
I am rejecting this response because:
No sincere action nor resolution . Had three conversations directly with *************** but no resolution.
Sincerely,
*************************************Business Response
Date: 12/14/2022
American Residential Services, LLC D/B/A ("ARS") has received your email dated October 12, 2022 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 ****************** and options for reimbursement were offered. Also, we apologize for any missed steps during our service. 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 **************.Customer Answer
Date: 12/15/2022
Complaint: 17657369
I am rejecting this response because:
Nothing has been offered to me.I am still wIting for resution.
I have asked multiple times for a resolution and all I have been offered is free 2 year maintenance on equipment that already has 2 year warranty. *************** is unable to provide service and I have already orivured a service contract from another company; which I have paid to that company.
*************** has offered me nothing.
Sincerely,
*************************************Initial Complaint
Date:08/09/2022
Type: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.
Bought HVAC system from ******************** and was installation by ******************** in March 2017 with annual maintenance contract at cost of $40 per unit ($40 for AC+ $40 for furnace total $80+tax) and also bought extended warranty for 10 years to cover goth Labor and Parts.AC and Furnace maintained annually till 06/16/ 2021 at cost of $40 per ac and $40 for furnace total $80+tax ARS took over ******************** in Jan 2021 and became one company as ARS Rescue Rooter.ARS increased the price and billed $60+tax per unit in November 2021 for maintenance of furnace instead of $40+Tax per contract Bill was disputed and I provided copy of maintenance contracts to ARS for their reference ARS did not honor the contract and insisted for new prices AC unit broke down on August 05/2022.Contacted ARS for fixing AC. Setup appointment for 08/08/200. No one showed up. Next appointment set for 08/09, no one showed up in spite of multiple calls. No response. Upon talking to supervisor I was informed that accounts ***** had put my account on hold for outstanding invoice, even though the dispute was due to them not honoring the contract. Upon speaking to accounts department I was told that ARS had taken over Rapid Repair Expert and hence old contracts and warranties with Rapid Repair are not honored by ARS and I should pay for this services as regular customer (no warranties)In my view ******************** has taken over business from ******************** and should honor all the warranty and maintenance contracts of the company they have taken over and support the customer base they took over from ********************. I would appreciate your assistance in resolving this matter quicly.Business Response
Date: 09/14/2022
American Residential Services ("ARS") has received your email dated August 9, 2022, 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 **************** to gain a better understanding of the complaint. We are updating the necessary documents and hope to achieve an amicable resolution very soon. 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 **************.Customer Answer
Date: 09/14/2022
Complaint: 17694455
I am rejecting this response because:
ARS has not contacted me or taken any action to resolve this matter till date as mentioned in their response.
Sincerely,
*************************Business Response
Date: 10/21/2022
American Residential Services, LLC, ("ARS") has received your email regarding the above-referenced rejection dated September 14, 2022. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We have been in communication with *************************. **************** was serviced August 23rd, ARS validated has service warranty. The parts warranty was honored. At this time, the work has been completed and the system is working properly. 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 ********************************************Initial Complaint
Date:08/08/2022
Type: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 contracted the installation of a replacement 3 ton central air conditioning unit for my home at a cost of nearly $12,000. The installation took place on 8/4/2022. The unit appeared to be working at approximately 2:30pm when the installers left my home with the portable AC units initially provided. Within 3-4 hours after that, the thermostat indicated a problem with the unit. I went to my attic to see that the auto shut off kicked in with water building ** in the pan. I placed a call that evening and left a message with a CS rep. ** home's temperature reached 80 degrees overnight. I followed up with a call the next morning 8/5/2022 regarding the issue and was told a service tech would visit my home that morning to address this **** arrived at my home drained the pan and restarted the system but informed me that the system was not pitched and leveled correctly and therefore not draining properly. This would require an install team to come out again and correct.After two hours I contacted the ** department again and was told by ***** that I would receive a call back with a scheduled follow up date! A company that installs a new AC unit for which I just the day prior paid $12k for and not working properly would require me to wait until 8/10/2022 for attention. After repeatedly calling that afternoon I was told that I would have a service manager and an assistant come to my home on 8/8/2022, but that the portable AC units were not available for me that day. ** home reached over 80 degrees for a second night in a row after having a newly installed unit the day prior that was not working. The service men arrived today and informed me that the unit's pitch and leveled position had been corrected. They checked for proper draining and the unit appeared to be working. On 8/8/2022 at 9:30pm after returning to my home the unit once again lost power/shut off. The pan was filled with water. 4 days after install and 3 separate visits to my home, I do not have it resolved.Business Response
Date: 08/23/2022
American Residential Services, LLC D/B/A Rescue Rooter ("ARS") has received your email dated August 9, 2022, 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 ***************** to gain a better understanding of the complaint and hope to achieve an amicable resolution soon. 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 **************.Initial Complaint
Date:08/08/2022
Type: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.
7/21 - Purchased Carrier HVAC System. 7/25 - Installers showed up after 9AM. First they flipped the compressor and fan unit off the dolly sideways on my lawn off the driveway apron. One of the installers left his tools at the shop and left one installer. He didn't get back until just before lunch. They didn't bring the thermostat that was specified on my order and couldn't get it to work without running a new cable. The one installer burned my siding and touched it up with white paint. My siding is gray! They were here to after 6PM and told me they would have to come back to finish, so call their shop. 7/26 - Came back in the morning and finished installing. The flue was in place but not anchored. I watched it short cycle all day and never get to temperature. It was 82 degrees in my house. It never worked from day one! 7/27 - I called to complain. It was going to take 2 days to get someone out. 7/29 - The first tech never showed, it was going to be real late. 7/30 - A tech showed up Saturday evening and said the high level switch was shutting it off. He touched the flue and it fell off. He said someone would come out to fix the drain and flue. 20 minutes and he was gone. 8/1 - I called the office to see when they were going to come back out to fix and finish installing my system. 8/2 - 2 Techs came out and had no parts to finish, but got to see it fail for the second time. It would run for 2 minutes and shut off. They couldn't fix it. Called for a senior tech to come out and find out why it failed again. That evening the senior tech came and determined the main circuit board was bad. They would need to take one off a new furnace in the shop or order one. It is two weeks 8/9 and when I called the office the lady blew me off on when the part would come in! I am not impressed with the professionalism of ********* at all! I am tired of calling and getting no answers. I had a stroke 3 yrs. ago. Please help me with this fiasco!Business Response
Date: 08/23/2022
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email dated August 9,2022, 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 **************** to gain a better understanding of the Complaint and hope to achieve an amicable resolution very soon. 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 **************.Customer Answer
Date: 08/23/2022
Complaint: 17690293
I am rejecting this response because: They replaced the board. My furnace flue is not attached and the furnace is unusable at this point. It will not pass the city inspection or the business's Quality Control inspection! They told me I was going to get a 550 refund for their lack of service and this ongoing saga. It has been over a month to finish a HVAC install safely!
Sincerely,
***********************Business Response
Date: 09/02/2022
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 ********************************************Customer Answer
Date: 09/02/2022
Complaint: 17690293
I am rejecting this response because: i talked to someone in the office this week and he acted as if all the people that have been to my home never pass on pertinent information. I am the customer that paid cash for this system over a month ago. A service man showed up today and asked if anyone had talked to me. I told him I was told he was coming out to finish this. Parts are still not here to finish my exhaust piping. He ordered parts to be available next week. I guess I just don't understand why these parts that were ordered when I placed the order with the salesman July 21, 2022 are still not here and installed. There is a clear disconnect once they have cashed your check. I contacted the BBB because they obviously don't take there customers seriously and I had no choice! I have grown tired of people blowing smoke, coming out, but never having parts to finish this install. They have offered me a refund check for $555, but until they are finished, I will not cash it. Hopefully it will finally be completed early next week more than 5 weeks late.
Sincerely,
***********************Business Response
Date: 09/16/2022
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 ********************************************Initial Complaint
Date:08/08/2022
Type: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 purchased an HVAC system from ARS for $10,115 that was installed 5/17/2021. Several guarantees were given including "If in the first year the system didn't perform within one degree of setting on thermostat we will redesign, repair or repair the system we originally installed. The system seemed fine through the summer but the first time we used the system it didn't heat. A service call was made and the system "repaired". However, when it was very cold outside the system couldn't keep up and was often several degrees cooler than the set temperature. ARS made several service calls and tried many different repairs but none of them solved the problem. I requested a new unit be installed but they asked that I give then another chance at repair. An attempt was made to fix the system towards the end of the heating season but it didn't get cold enough afterwards to create the problem. i was guaranteed verbally by ******* that if there was a problem next heating season they would again try and repair my system with same guarantee even though the 1 year guarantee would have expired. I didn't need to wait until the next heating season as the same problem occurs with using AC. The system can't keep up and it is often several degrees hotter than what the temperature is set at. I have a picture of the thermostat from 5/14/22 showing this problem. I called ARS for a service call and was told my 1 year warranty was expired. I have called ARS several times requesting to speak with a manager and was told a manger would return my call but no one ever has. I have left messages for ******* and he also won't return my call. I spoke with my salesperson, *********************, once and he told me a manager would call me. It didn't happen and *** now won't return my call. My system did not work correctly within the first year guarantee and it was never redesigned, repaired correctly so that it worked or replaced. All I want is for ARS to keep their word and make my HVAC system work.Business Response
Date: 10/13/2022
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email dated August 8,2022, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We have evaluated the customer's records and we are working towards scheduling an appointment to review the system's performance. We will contact the customer to confirm an appointment. ******************** 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 **************.Customer Answer
Date: 10/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************
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