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Complaint Details
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Initial Complaint
01/21/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 8 Jan 2025, I called ARS Rescue Rooter of ***********, to my house 74 Ammunition Circle because I had no heat. After checking my HVAC system, they found that I needed my coil replaced. They said "they have to order the part and will call me when it's in" I have been calling them since the 9th of Jan 2025, to confirm the part was on order, to this day I have called them numerous of times with no avail. The call center has told me, they tried calling the parts department, tried making me a new appointment, having the call center supervisor contacting them and no one answers. the weather is frigid cold, and I have no heat in my house since the 8th of January 2025. ARS have lied and said, " they sent someone to my house on 13 Jan 2025," I was home all day no one showed up at my address. Please help, I have no heat in this frigid winter cold weather.
Business response
01/24/2025
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 sent a tech out to complete the repair (invoice attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
01/21/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
6/2024 was the date of the transaction. I paid $2,300 for them to install a "brand new" water heater. 7 months later, the water heater leaked and we needed it replaced. They are not committing to their warranty part. They assured us the new water heater was under warranty and to contact them if we ever had a problem. When I contacted this company, they said "we no longer do plumbing, only HVAC."As a result, I had to pay $600 for a new water heater, 7 months after having a "new one" supposedly by them already.Business response
01/24/2025
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.
Please see attached check being sent to the customer.
******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
01/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Thank you so much for your help in this matter.
Sincerely,
****** ****************************Columbia, SC 29229Initial Complaint
01/20/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Our problem was not fixed, although the *********** have been out three times. I told them what the problem was yet they did not change the I had a request requested. After the fourth guy had come out and agreed with me that that my partner needed to be changed They wanted to charge me $2000 for the change. I asked about all the money I had already put in that did not fix theproblem. They said youd have to take that up with the manager. I needed the part fixed so I said well fix it. They brought the part out which was what I was requesting and they said they would give me $700 off which still left the costof $1300. I looked the exact part number up on the Internet that the box had came in and it cost $180 from ******. They still wanted to charge me $1300 and I did not want to pay that. So now they send me bills for $1300. I Ive been overcharged for this last part that I really did need and that the first *********** were not competent in their job and could not diagnose the problem properly I was overcharged.Business response
01/28/2025
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 been working with Mr. **** we are not going to charge for the dampers. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
01/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******* ***1810 Lilac Ln********************Initial Complaint
01/20/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid them $2,299 on 12/18/2024 for a furnace service call and to order replacement parts. They were supposed to come out several weeks later to finish the work and never showed up. I called them on 1/6/25, and the person with whom i spoke apologized and said she would have the service **** get right back to me to reschedule. I never heard back from them. I called them again, on 1/17/25, and was told the same thing - they would contact the service **** and have someone call me. Again, no one has called me back.Business response
01/24/2025
American Residential Services, LLC D/B/A Blue Dot ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We sent a tech out to complete the job. Invoice attached. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
01/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******* ******558 rhapsody ct***************, MD 21030Initial Complaint
01/19/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I had no heat called ** ***** and was told they carry parts on the truck when I asked if it could be fixed that day was told yes. The technician wasnt even there 2 minutes said they need to parts needed to be ordered and he needed the parts deposit I said to him give me 5 minutes to confirm with my husband he said we cant wait I need your cc or I leave and was charging $1400 for 2 hours of labor this is Highway robbery I found out the part was $70 which he charged $746.35 for so that was 100% mark up which is high way robbery and also for 2 hours of labor. They want billing manager who called me was absolutely rude didnt let me get a word in edge wise she was a bully just like her technician who did nothing. They should not get an A+ rating since they dont fix the problems are rude to their customers rip them off and leave them with no heat. He wrote up we had heat when it registered 54 in the house!Business response
01/24/2025
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 the customer and reached an amicable resolution. We discussed with the customer the process for the refund and the timeframe given was our policy. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
01/18/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 1/15 **** ******* sent a technician to my home to service my HVAC units. Prior to them coming, my units worked fine. After the technician left, my heating unit no longer worked. They agreed to return on 1/16 by 9am to repair at no cost to me. They didnt show up and are now refusing to repair it. The temps range ***** degrees outside.Business response
01/24/2025
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.
Per the Service Field Supervisor. When the first ********** arrived on scene, she performed a tune up on the unit and when completed both units at the ************** address were operating (Please see attached invoice). Upon our return the Service Supervisor and the original tech found that the wiring to the unit had been tampered with.The high voltage wire had been moved to the 24v gas valve, and the flame sensor wire had been moved to the roll out. The original tech did not manipulate these wires at all, and in that placement, the unit would not be able to operate. (when our tech left the unit was working, again see attached invoice). Service Manager spoke to the customer about this.
******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
01/17/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I paid this company ******** and I have cold air blowing. They want to charge me extra for a new unit that was installed August 2023. This is totally wrong and I really feel like they have not done their job.Business response
01/24/2025
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 installed a Rheem Heat Pump pack on 6/23/2023. The System passed the city inspection. The customer requested service for no heat on 1/17/2025. During his diagnosis, the technician found the unit fully operational per the manufacturer's specifications. He did notice that the supplies in all the bedrooms were covered. **** recommended that the customer relocate items for better airflow.We shared that any repairs done going forward will be covered under the manufacturer's warranty for parts, but labor is billable to the customer.
******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Initial Complaint
01/15/2025
- Complaint Type:
- Order Issues
- Status:
- Resolved
I signed up with for a Heating or A/C tune-up service that was being advertised through a local ********** during the holiday period for a special buy of $8.88. When I signed up I was provided a document that explained in details what the tune-up would entail, specifically a 25 point inspection, and other features. My appointment was scheduled and confirmed for 12/9, however the assigned company ARS did not show up or communicate on the scheduled day. I received a text on 12/17 notifying that they would need to rescheduled my appointment to another day, 12/20. I wasnt aware of the 12/17 appointment prior to. On 12/20, I received a different text letting me know that technician ***** was in his way. I voiced concerns and requests about the heating system, and asked if he would be giving me feedback on each of the items that were noted on the tune up sheet given to me. After ***** was done, he said everything is fine and he proceeded to change the filters in my home. Once done with the filters I asked if he could give me feedback on the completed work, and he stated that everything is fine per his visual inspection. I asked if he could explain more in detail and showed him the sheet to inform what I was looking to hear from him, and he responded that his work doesnt go by whats written in the sheet. If he did all of that, it would take him several hours. I asked him he could explain a few items such as giving me the model and serial numbers, explaining the age and condition of my equipment. I told him at minimum he could give me that info as a tech provided it to my neighbor days before with recommendations. I asked if someone could perform what I signed up for & ***** told me that whats on my paper isnt his job, snatched his papers and said you can discuss it with corporate, and well just bill you. because Im not going to go back and forth with someone pinching pennies. After being billed, now the company will not respond to my email or calls.Business response
01/24/2025
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 voided any balance due and will not contact the customer per her request. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this disputeCustomer response
01/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******* *******Elgin, SC 29045Initial Complaint
01/13/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Contacted ****** HVAC on 12/6/24 to make an appointment for diagnosis to our HVAC GEO furnace not producing heat. Water flow error on furnace. Appt made for 12/9/24 at 1 pm and they did NOT show up for this appt. and never called. Called again 12/10/24 and appt. made for 12/20/24. They apologized for not showing up but offered a credit to waive diagnosis fee. Technician ******* came out on 12/20/24 and diagnosed concern and scheduled with 3rd party company (Executive Heating) for coolant drain and fill on geothermal unit as this was ***** diagnosis. He stated someone would call me to schedule. 1/3/25 no one called so I called again. They said they will send over to Dispatch and someone would call me. They called and set appt. for drain and fill service on 1/7/25. 1/7/25 service for drain and fill was completed and I paid this contractor $1,030 and the furnace fault was still not corrected so they told me that someone from Andys will call back to schedule an appt. and come back out to repair. 1/13/25 - no one called so I called again today at 2pm and they informed me someone from service dispatch will call me back today. No one called today so I called again at 4:05pm and they told me try calling back between the hours of 8a-3pm. I requested a supervisor and they stated they have all gone home for the day but someone will call me soon. I just want my furnace repaired and them to come back out and finish the job that's it. it is 52 degrees in the upstairs portion of our home and its 15 degrees outside and this is becoming a real concern for the family.Business response
01/21/2025
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 to resolve the issue. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
01/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
**** ***********69997 Wildflower Ln***** Twp, MI 48065Initial Complaint
01/13/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
1. Initial transaction on 6/1/2022 - Installation of 'New HVAC' system by ARS Rescue Rooter. $8500.00 loan via ********/Regions Home Improvement. 2. 1 year later, 6/2023 system stop heating/cooling my home. ARS was called warranty coverage due to refrigerant leak on 6/5/2023.3. Senior agents sent on 6/7/2023 due to possible multiple leaks on a Newly installed system (6/2022).4. Additional refrigerant was added and system started to cool home. 5. I have to call almost every 6 months due to the 'New System' issues. Indiana code states the 'If HVAC needs refrigerant refilled more than 3x, a new system needs to be installed. 6. Spoke with ****** **** - Customer Relations for ******************** - she stated that they did all the resolve work and no new system was going to be installed. 7. It is now Jan 2025, my system isn't heating my home in 19 degrees weather. I have attached dispute documents, HVAC reading module (displaying the issue).Business response
01/21/2025
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.
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Customer Complaints Summary
1,412 total complaints in the last 3 years.
517 complaints closed in the last 12 months.
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