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
- 1,441 total complaints in the last 3 years.
- 513 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:07/26/2022
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.
********************* installed my unit in 2017. This is the first time I have had to get it serviced since it was installed. I called on a Thursday morning in late July (7/21/2022) and we were going through a heat wave. The representative said the earliest they could come to my residence was Monday (7/26) between 1-6pm. They called at 12pm to say they needed to change the time to 4-8pm. Than the called an hour later to cancel the 7/26 appointment all together. They rescheduled us for 7/27 between 1-6pm and called at 12pm on 7/27 to cancel again. Completely frustrated with ********************* I decided to find out how busy they really were. I called them from a different land line and gave them my old house's mailing address (5 min from where I currently live) and gave them the exact same issue that I gave them for my home and they said they can send a technician there today (7/27) between 1&6. So they canceled my appointment for 7/26 (that I made on 7/21) and 7/27 yet they can send a tech to handle a new customer with the same issue within 6 hours of them calling. This tells me that ********************* is prioritizing their customers who have active warranties with them to the bottom of their call list so their technicians can manage customers who have to pay for their service because they don't have a warranty with them. That is very shady business practices and if I could give this unit back to them and pick a new company I would. The should call them ****** ********************* and not because they provide shade during the heat.
Business Response
Date: 08/10/2022
American Residential Services, LLC D/B/A ARS/ Rescue Rooter ("ARS") has received your email dated July 26,2022, 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:07/26/2022
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.
We have been trying multiple times a week since early July to get ****************** to call us back so we can pay for a new service contract. We leave messages with their intake person but have received no phone responses,Business Response
Date: 08/09/2022
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS"), has received your email dated July 26,2022, 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 contact 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: 08/10/2022
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:07/25/2022
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.
Had an AC unit installed by *************** in 2017 for over $16,000 which included a 10year warranty for parts and labor.In the middle of a heat wave 07/23/22, AC unit failed. Caused me grave concerns for the elderly person in the home. Contacted *************** who advertise 24/7 service. No service available till 07/29/22!!!!! Per *************** representative, if I got another company to fix the problem, labor will not be reimbursed. So I called another company with the understanding that labor will not be reimbursed.I called *************** today 7/25/22 after the unit was fixed. A small part was replaced, concerns about the elderly occupant happily addressed. Currently *************** refuses to reimburse me for the replaced part and have voided the contract. They advertise themselves as a 24/7 Service, but this is highly questionable. They were happy to take my cash and then watch an elderly man 'bake in the heat' for 6 days. They punished me for finding a solution and offered no alternatives.Complaint is for 1) Reimbursement 2) False advertising 3) Poor social responsibilityBusiness Response
Date: 08/08/2022
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email dated July 25,2022, 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 Ms. ******* 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:07/25/2022
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 Satuday 7-23-22 Status, see below) and complaint to BBB local and BBB *********, as well as **************** ************* because of No follow up from our local ********* ARS or the ARS office in *******, **. Re: 7-14-22Complaint of price gouging and poor service against local *********, **. ARS Rescue Rooter office @: ************************************************************************. Ph: ************ *********************** Plumbing Lic# ****** Rooter Rooter Lic# ******, ARS ****** To: Whom is *** concern @(ARS) American Residential Services *********************************************************************************** THE SERVICE NEEDED: We have a small exterior Liberty Pumps Model#P372XLE51, HP-41 Gallon, sewer sump pump that failed pumping on 12 July 2022. Our renter, with the sewer pump problem, called us on the same day 12 July 2022 (PM) to complain. 13 July 2022; @ aprox. 10:00 (AM) We called our local ARS Rooter office @ ************ and talked to someone who scheduled a technician (see Lluli below) and told us that there would be a $99 fee just for the technician to come out and give an estimate. We were told that the $99.00 service fee would be deducted from the final **** if we had ARS do the work. We agreed. (Note: The $99.00 fee was not later deducted from the final ****.)13 July 2022; Luli- Technician- Arrived at around 12 PM and by 12:30 PM (had to move his van to a separate driveway and get set up to work) then he started working at 12:30 PM. After about 15 minutes, Luli called my phone, asked to come downstairs to the pump area and explained that we had to pay the $99 service fee up front, BEFORE he could give us a full quote. I told Luli that this protocol seemed odd but Luli Insisted that it was ARS policy not to give us the full quote until we pay the $99.00 fee first, up front and separately, before he quoted us. He said ARS does this because some people refuse to pay the $99.00 fee once they hear the quote. ...Business Response
Date: 08/08/2022
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email dated July 25,2022, 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:07/25/2022
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.
Our AC unit went out on 7/18 and the service representative came out that day. They do not stalk the warranty part and had to order, which was ordered on the following Monday. I have called everyday the past week and they are unable to give me an ETA on when the part would come in. I have been told they could pick it up Friday and then Saturday told they could not schedule install until the part arrival was confirmed, which they were still unable todo. I have called 3x today to talk to a dispatcher and have not received a call back, but was told by the customer representative that the part has not come in. I have now been 9 days without AC and still no idea of when I may have AC again. ******************* states "they will make the situation right" , I have listened to it over 100x while being on hold. This is a lie. All I am trying todo is get information and ETA. This is not how anyone should run a successful company.Business Response
Date: 08/08/2022
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS"), has received your email dated July 25, 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 contact with Mr. and *************** to gain a better understanding of the Complaint and hope to achieve 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:07/25/2022
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.
This company came out in May 14, 2022 to fix the air conditioning unit. we were told a piece needed to be ordered. On May 16, 2022 the technician came with the newly ordered part and replaced it. The unit still wasn't working probably. The company came back out on June 30th and found that there was a leak which caused the coil to freeze due to low refrigerant. The company stated because we paid $779 and the issue wasn't resolved the first time, they would only charge me $600 to correct the issue. We had 2 deaths in the family within 35 days. I called the company back on July 22, 2022. They came out and found the same coil issue but now wants to charge me $1400. The issue wasn't corrected the first time back in May and I paid $779 for something that didn't correct the issue. It's the middle of summer in SC I have 2 children in a house that is getting up to 90 degrees. please help!Business Response
Date: 08/08/2022
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS"), has received your email dated July 25, 2022, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We have left a message with the ********************** father to gain a better understanding of the Complaint and hope to achieve 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:07/25/2022
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.
Had a new unit put in September of 2021. 5 or 6 visits later it still does not work right. They knew of a Freon leak in May. Never came to fix. It's still under warranty. Have called home and corporate office. They do patch jobs. **** later we can keep on 74 put it goes to 76 in our house.Business Response
Date: 09/12/2022
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 ********************************************
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