Business Profile

Heating and Air Conditioning

ARS/Rescue Rooter

Headquarters

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

1,439 total complaints in the last 3 years.
515 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:06/07/2025
Type:Service or Repair Issues
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 bought a complete HV** system from ARS in September 2024. I have nothing but problems. During winter, my house would only heat up to 67 degrees at night. Now that its getting hotter outside, my ** will only cool the house to 77 degrees and its not even summer yet. I have had ARS come out multiple times in the winter and nothing was ever done to handle my issues. Now Im going through the same thing with the ** and again, nothing is being done about it. With my unit, I received a 100% guarantee or my money back. I think its time ARS either replace my HV** unit entirely or give me my money back.
Business Response
Date: 06/16/2025

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 have scheduled an appointment. We hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 06/16/2025

Complaint: 23439623

I am rejecting this response because: The **** unit hasnt been fixed yet. They came by and troubleshooted the system but Im having same results.

Sincerely,

******* ********
Business Response
Date: 06/24/2025

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 will provide warranty replacement. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 06/24/2025

Better Business Bureau:

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

Sincerely,

******* ********
*************
Shallotte, NC 28470
Initial Complaint
Date:06/06/2025
Type:Service or Repair Issues
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.
On or about May 1st 2016 ARS installed a minisplit system. It stopped working approx 8.5 months later. I called for service. The technician came out sometime in May of 2025 and informed me that the company that installed the system installed it incorrectly. They were not supposed to place it directly on the ground. They were supposed to place it on a pedastal. He asked me who installed it. I said YOUR COMPANY (ARS). I called them but they say it was only warranteed for one year. BUT - I am not asking for a warranty issue. I am asking for the company to do the right thing and repair it now because THEY installed it wrong. The woman claimed that the technician "mispoke." No he told the truth. They want me to pay $7000 to repair it. It was supposed to last for 15 or MORE years. It lasted only less than 9 years. I called this number and spoke with a woman named (I thiknk) ***** ***: ************. In his report, the repairman tries to blame the problem on guy I hired to clean the units, but the problem came to my awareness BEFORE I had the units cleaned.
Business Response
Date: 06/16/2025

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.
Per manager, customer has never reported any issues with AC unit until May 2025. Options were given to the customer to either repair or replace the unit. Customer is stating that unit is not on a concrete pad, unit was installed on a precast pad.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 06/24/2025

Complaint: 23434204

I am rejecting this response because: The technician ARS sent out to my home in May of 2025 told me in his own words that t"he outside unit was improperly installed." I am a homeowner, not a technician. Back in 2016, I relied on ARS to hire qualified professionals to install the unit. The unit comes with a 1-yr warranty, but the company should stand behind its intallation. I find online that water leaks and rust can result after improper installation. When I spoke with the ARS technician they sent to my house, he told me that I just had "bad luck" that my system only lasted 8.5 years or so. I first noted the issue in October of 2024 when the heat did not work. I seldom use the heat, but needed it that day, and noticed it did not work. That said, when the spring came and I noticed the ** was not working, I realized it was the sysytem itself. I read online that the condenser needs to be bolted to the concrete slab. It was never bolted, and the condenser was not high enough. The slab is only an inch or so high. I request that ARS pay to repair this system. It was not MY fault it failed, it was not my "bad luck." It was improper installation. The ARS tech mentioned in his report that the insulation was damaged. I did not choose the material to insulate the coils. ARS did. I still believe that ARS should repair this.
Sincerely,

***** **********
Business Response
Date: 06/30/2025

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.
The installation occurred in 2016 and was installed correctly.The manager has communicated with the customer several times, and the sole resolution customer seeks is for us to install a new unit at no expense to her (we decline the request). Customer had not received any service from us from 2018 to 2024. Customer has never reported any issues with AC unit until May 2025. Options were given to the customer to either repair or replace the unit.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 06/30/2025

Complaint: 23434204

I am rejecting this response because: I am appalled at the ARS response. The installation was poor, as stated by their own ARS technician. It is clear that the MiniSplit failed because of the incorrect installation - improper install results in the very conditions that the unit displays (as noted in my last email). ARS denying this is bad business, and I resent ARS not addressing the concerns. Also, ARS includes a blatant LIE in their response. They say "the sole resolution customer seeks is for us to install a new unit at no expense to her (we decline the request). " This LIE is consciousness of guilt. I did NOT request a new unit. I requested REPAIR of the improperly installed unit. A second LIE is that I did not receive service from ARS between 2018 to 2024. Indeed, I used ARS for servicing my burner. I have been a good customer of ********************, calling ******************** back when it needed service - instead of calling another company. Afterall, I had a reasonable expectation that the company that installed my unit would stand by the product AND the installation - including the outdoor install and the insulation which was poor. It is true that I had not reported any issues with AC unit until May 2025 BECAUSE I had no reason to do so. It is TRUE that options were given to me to either repair or replace the unit. THIS is way we are here communicating right now. The REPAIR was quoted at about $7000 and the replacement at $25,000 to $30,000. I declined the replacement. ARS should NOT pride itself on installing expensive miniplits improperly and on blaming the customer. I STILL respectfully request free REPAIR not REPLACEMENT. My request is reasonable. If this company had any integrity it would stand by its work. Again, it is not my "bad luck" that this happened. It is the company's bad business that got them in this pickle, not my luck.
Sincerely,

***** **********
Business Response
Date: 07/07/2025

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. Unit was installed correctly in 2016. Customer never reported any issues with AC unit until May 2025. Options were given to either repair or replace the unit. The manager spoke with the customer and offered to discount the repair for customer satisfaction. Customer declined the offer.
******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 07/09/2025

Complaint: 23434204

I am rejecting this response because: I am responding to the email they sent via BBB which I copied below. It seems like a standard repsone that i have seen before.
I received a phone call from ARS offering me only $500 towards the repair. Of course, I rejected that. They said someone else would call me, but I have not heard from anyone. $500 is highly inadequate and unacceptable. I had nothing to do with the failure of this unit. I have described the failures of the company in my previous emails via BBB. I won't repeat them. The company accused me of demanding a full replacement. That was not the case. I only want them to make good on the current equipment which failed due to improper materials (insulation) and installation. It is my hope that this company will do the right thing.
Thank you,
*****
"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. Unit was installed correctly in 2016. Customer never reported any issues with AC unit until May 2025. Options were given to either repair or replace the unit. The manager spoke with the customer and offered to discount the repair for customer satisfaction. Customer declined the offer.
******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute."

Sincerely,

***** **********
Business Response
Date: 07/09/2025

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 do have a standard intro and outro,but we make sure to note what was offered to the customer. Again, manager offered to discount the repair, and the customer declined. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 07/14/2025

Complaint: 23434204

I am rejecting this response because: ARS only offered a $500 break on repairs. They caused the problem and should stand by their work. Their poor work on installation (which Ive already covered in previous emails) is the cause of the damage to my system. ARS Is responsible for the entire repair. If ARS prides itself in its customer service, it should stand by its installation and make the repair free of charge. I certainly hope that ARS has enough pride in itself to stand by its work and do the right thing for its customer. I also hope they will resolve this quickly. It is already been quite a while, going back-and-forth, resulting in a minimal offer. ARS stand by your work and do the right thing.

Sincerely,

***** **********
Business Response
Date: 07/15/2025

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.
The installation occurred in 2016 and was installed correctly. Any issue with the 2016 install is not a result of ARS .If customer is not happy with the discount offered on the repair, she is free to allow any license **** company to make the repair. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:06/05/2025
Type:Sales and Advertising Issues
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 been contacting customer service since February with no resolutions for my Invoice l don't have any warranty information or actual cost of the water heater this company has changed name's and l truly believe this is a scam outfit All l wanted to see is the cost of the water heater and warranty information in which they failed to provide documentation.
Business Response
Date: 06/18/2025

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 advised the customer the warranty information is on the side of the heater. The customer is to register this and select the warranty she wishes to accept. Additionally, we explained that she only has access to Lowes documents as we do not provide documents or " breakdowns". ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 06/18/2025

Better Business Bureau:

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

Sincerely,

**** ******
*************************
Lithonia, GA 30058
Initial Complaint
Date:06/05/2025
Type:Customer Service Issues
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 made false charges to my credit card for services that didn't occurred in the amount of $1500.00, the technician, ****** ********,id#********, supposed to had analyze my Air conditioner, and for $69.00, and quote a price to fix it.the technician fabricated the problem of my AC, without doing any work or purchasing any parts he charged me the above price
Business Response
Date: 06/16/2025

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.
Manager shared with the customer we were processing the *************************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
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.
Beutler installed an a/c system last year. The county came out to do an inspection. The found numerous issues with the install on the outside portion. I called the call center and told them about the inspection and they said they would send someone the next day. That was last Thursday. I told them to make sure they had the inspection report before having the tech come out so he knew what to fix. Friday came and no one showed up. I called to find out where the tech was and they said he was finishing up a job and would be back out. No one showed. Called again and they said he called to cancel but that was not true. Then they scheduled for the next day. No one showed up again during the time they said. 2 and half hours after the time they said they would be there a guy showed up. Said he had no idea why he was there. I told him to at least look at the a/c unit to find out obvious issues. He looked and then just left. Called back and said management would call me. No one called. Called back again and said management would call me. Again no one called. Called again and they said the same thing. No one called. No idea what to do at this point.
Customer Answer
Date: 06/05/2025
Finally got a call from management at Beutler and they are sending a tech out Monday to do the repairs. They have the report so the tech should know what to do. Hopefully this resolves the situation.
Customer Answer
Date: 06/09/2025
So the technician showed up today almost an hour and a half late. I called in a half hour before he was supposed to be there and no call back. Got an email 2 min after he was supposed to be there saying he was on his way. He gets out there and says he doesnt know what he is there. This is exactly what happened last time. They confirmed with me that the tech would have the inspection list and again this did not happen. Called again to let them know and left a message. I have no idea how this place is still in business.
Customer Answer
Date: 06/10/2025
Got a call from another manager by the name of *******. He said he was going to escalate the matter and get me takin care of. I guess he saw the complaint from you. They scheduled another person to come out this Saturday between 12-4. Will let you know how that goes
Business Response
Date: 06/17/2025

American Residential Services, LLC D/B/A Beutler ("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 and have the customer on the schedule to complete the ************************ prides itself on providing premier customer service and appreciates your assistance in resolving this dispute
Customer Answer
Date: 06/17/2025
They did actually come out on time finally and repaired some of the issues. There is supposed to be another tech to come out to finish up some additional repairs this Monday. Ever since I sent the report in to you I have been getting responses. This is the first time however that a tech came out on time and actually knew what he was doing.
Customer Answer
Date: 06/18/2025

From the CONSUMER:
Sent 6/17/2025 5:22:21 PM
They did actually come out on time finally and repaired some of the issues. There is supposed to be another tech to come out to finish up some additional repairs this Monday. Ever since I sent the report in to you I have been getting responses. This is the first time however that a tech came out on time and actually knew what he was doing.
Business Response
Date: 06/24/2025

American Residential Services, LLC D/B/A Beutler ("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 will be going out to this customers home on 07/23 to finish up. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 06/24/2025

Better Business Bureau:

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

Sincerely,

***** *****

, CA 95648
Initial Complaint
Date:06/04/2025
Type:Service or Repair Issues
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.
On June 14, 2023, ARS installed a new 4-ton HVAC unit at my home. Included in the deal was a two-year ***************** Plan) that included two free check-*** per year. Recently, ******* acquired ARS.Friday, May 16, 2025: I called ******* at 4:07PM to set up a time for our last spring check-up. A young lady ******** said they could come out TODAY between 6-10PM! So, we stayed home. They never showed up. They never called.Monday, May 19th: I called ******* at 10:59AM to report that they had not shown up. He apologized and said someone would be here between 2-6:00PM TODAY! So, we stayed home. They never showed up. They never called.Tuesday, May 20th: I waited for a call from *******, but they never called. So, I called at 3:29. The young man apologized and left to check with dispatch. He returned and said the dispatcher was trying to reach the technician. He would call me back. No one ever called me back.Wednesday, May 21st: I called ******* at 11:13AM and asked to speak with a supervisor. The young lady said she would escalate the issue to the branch manager and have him call me. I never received a call back.Thursday, May 22nd: Having received no call from the branch manager, I called ******* at 3:17PM. The young lady said she would escalate the issue again and have the manager call me TODAY before close. No one ever called! I waited for a call-back over the Memorial Day weekend, but on Wednesday, May 28th I called at 11:08AM, and spoke with Essence. She said they could come out on Friday or Saturday. I chose Saturday (31st) afternoon between 2:00-6:00.They did not come on Saturday, BUT someone called ahead of time to say they would not be coming.They rescheduled us for Monday, June 2nd between 2:00-6:00.They did not show, nor did they call. I called at 6:22PM on Monday and spoke with Nairobi who called dispatch, who told her they would have someone call me to tell me what time someone would be here tonight. No one called.
Business Response
Date: 06/13/2025

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 ********* and have him scheduled for Tuesday 6/17/2025. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 06/17/2025
This is the text message I received from ******* this morning at 10:52: "Good morning, this is All Good Home Services. We need to reschedule your appointment for today. I apologize for the inconvenience. Please let me know a few times that work for you, and well do our best to get you rescheduled as soon as possible."
I responded that this was unacceptable ... it the 5th appointment missed, and I would contact BBB again if they did not service my ac today. It worked, and they came at 12:15 today.
I appreciate the help that BBB gave me in this issue. ******* is having some serious operational problems. I should not have gone to this length to get service.
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
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 purchased a mini split unit 7 years ago. The unit has a 10 yrs part warranty. I called ARS and requested a diagnostic by one of thei technicians. They said the unit has a couple of parts that are damaged, but are under warranty. ARS is pushing me to buy an entire new unit, or to pay nearly $5 thousand in repair services that include parts and labor. I opted to have my parts, that are in warranty, replaced. ARS does not call back to arrange or to have the patys ordered. They claim to have a customer promise to make it right, but fail to live up to it. They're blatantly avoiding calling back. I have been requesting a call back now for a week. Please help
Business Response
Date: 06/11/2025
.
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 (invoice attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:06/02/2025
Type:Service or Repair Issues
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.
My air conditioner broke on May 16th. On May ******************************************************************************************************************** could locally purchase and that it should be fixed Monday or Tuesday. The following Tuesday we were told they ordered the part on Monday and when it came in theyd fix it. They did not expedite it even though we are in Ocala Fl. with temperatures feeling in the 100 degrees. They said they would bring portable air conditioners but then said they didnt have any. Thursday may 29th a ********** came out and replaced the valve and stated that a board was also bad and the first ********** should have known but he needed that part to fix it. It is now June 2nd and they said they have the part in but dont have a ********** to send out today. Weve been told they would call us back and they dont and we were told if the part came in last Friday that they had a ********** on hand to send out but if it didnt come in they should have had one on hand today knowing that it should come in on Monday if it didnt come in on Friday.
Business Response
Date: 06/09/2025

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 tech out on 6/3 to complete the job. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
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.
Hello I purchased a HVAC unit back in August 2024 and the company installed the incorrect unit, it was too big for my house which caused problems where I had to call the technician multiple times a month to fix the system. I was told to give it a chance they will help fix the problem and after multiple visits I decided to have an uninstall done and the company ARS has a 100% refund guarantee and I had the uninstall completed back on April 25th 2025 and now its May 29th and I have yet to receive my $18,000.00 refund and ***** the service manager said to call him with any questions and he would be glad to help and I have called him twice and he has yet to respond to my calls giving me a status of this return. An invoice with the uninstall service was supposed to be sent to ********** since they partnered with them and now its been a nightmare to get this process completed. I need the uninstall service ticket to be sent to my email at ********************** and also a paper copy sent to my home address at ***************************************** and a copy needs to be sent to **********. Also I need a manger to call me at ************ and explain when all this has taken place and why it did not in the first place. I appreciate your help in getting this resolved. $18K is a lot of money and I need it refunded ASAP. Thanks
Business Response
Date: 06/09/2025

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.
HD is processing the refund. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:05/29/2025
Type:Service or Repair Issues
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.
On April 22nd, a technician from ******** Services came to conduct 1 of the 2 annual service checks that are part of my membership with them. At that visit, the technician said that there were some issues with my HCAV system including mold build up, a microscopic leak in the coil, and rusting pieces in the outside unit. He pressured me to consider a full HVAC system replacement given the cost of repairing the issues he found. My system is only 8 years old and so I wanted to talk with them about the warranty on my system before making any decisions. Since April 22, I have called numerous times (at least 4x) to talk with their warranty department, and the people I have spoken to have said that they have escalated my calls to the warranty and their management departments, but I have not received a call back. This company is very aggressive about calling me to schedule systems checks and other appointments and had no issue getting me in touch with someone about whole system replacement, but no one has called me back about my warranty information in over a month. I am asking for a call back about this so that we can get this resolved and make a plan for repairs to the system.
Business Response
Date: 06/10/2025

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 are working 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.
Customer Answer
Date: 06/13/2025

Better Business Bureau:

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

Sincerely,

****** *****-******
***************************
*********, VA 22204

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ARS/Rescue Rooter is BBB Accredited.