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Complaint Details
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Initial Complaint
01/29/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I hired ** ******* of ********* for routine maintenance of our primary homes HVAC and two rental properties HVAC. They performed the winter portion of the maintenance for our primary home, and left dirty coils and leaves in the condenser. I didnt inspect after they did the winter maintenance at our first rental but when the technician came to do the maintenance at the second rental, he said it was too dirty and old (its 12 years old and works great) and he couldnt do the cleaning. He just tried to sell us a new unit altogether. We declined and were then harassed for a couple months with phone calls wanting us to schedule our summer maintenance in February and March. We finally scheduled the summer maintenance appointments for May for all three properties and one-by-one received texts the day before each appointment that we had to reschedule due to too many customers being without AC. We rescheduled for June and then again, received texts the day before each appointment saying that we had to reschedule again for our primary home and rental number two. I rescheduled for August since they didnt have any availability in July. Rental number one was supposed to be serviced today. I did not receive any texts or calls saying they couldnt make it, they just never showed up. Im so upset with this company for not doing the proper cleaning/maintenance in the winter and continuing to cancel on me or no-show for the summer maintenance. I had already planned on not using them for next years maintenance but I already paid for this year and just wanted to get my hvacs serviced the second time so I could move on and find a better company. At this point, Id settle for half my money back and call it a day. I dont want to deal with this company anymore. I paid $360 for my primary home and $240 for each rental for a total of $840. I received half of the service promised, albeit sloppily, so Id like half my money back.
Business response
02/05/2025
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 ******************************* prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
02/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
****** ********104 Victory CtMoyock, NC 27958Initial Complaint
01/25/2025
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 1/21/2025 I called ARS rescue rooters for issues regarding my water/plumbing. I was quoted initially $49.99 for someone to come out because I had a service plan and a diagnostic is $109.00. At that time I didnt book. I was then called back twice by a new representative who advised that I was quoted incorrectly she stated that plumbing fee is $79.99 because I have a service plan. I booked for a plumber to come out. He came out 1/22/2025. He only did a diagnostic. There was no work completed because come to find out our system was working properly. He advised me the cost will be $266.88. I requested a breakdown of why it costs this as I was told $79.99 for someone to come out and diagnose the issue. He said there is no breakdown thats just the cost. I told him again I was quoted $79.99. Then he changed the amount and said it will be $118.00. This seemed more inline with the $109.00 diagnostic fee I was quoted so I agreed. He took my card charged me made me sign and never gave me paperwork. After he had left I received an email and it showed he charged me the wrong amount. I have called this company several times with no response from a supervisor or billing regarding this as the plumber did nothing but look at the system. And I was not quoted $266.88. Also I requested to cancel my yearly service plan that I paid in full. I have not received my refund as I no longer want to be a customer due to the customer service and dishonest billing/ charging practices.Business response
02/05/2025
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.
Refund completed. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.Customer response
02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
Sincerely,
******* ***********************************Browns Summit, NC 27214Initial 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:
- Product Issues
- Status:
- Answered
I am owed $ ****** refund applied back to card which hasnt happened yet. A service technician from ARS conducted a service at my residency on 12/22/2024. I was charged incorrectly and was told ARS will have to credit my card back with amount $ ****** as per the Invoice #******** given to me signed from the technician and me! I have called the ARS company over 15 times; each time I was told someone will contact me! My issue was escalated to Managers several times and I have yet to receive a call or have the credit applied to my card! I obtained the ARS headquarters phone number and called them couple times and left voicemail messages and no one has gotten back to me! I have uploaded the Invoice mentioned above for review! I would like someone assist me in getting my payment owed to me as the attached invoice indicates! Thank you in advance for your assistance!Sincerely,Hediye Rhodess Email: ************************Business response
01/27/2025
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 spoke to Mrs. ****** and shared that we submitted her refund and ordering her part. We are doing the repair at no charge this time; customer understands that any future repairs will be done at warranty pricing.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeInitial 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.
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Customer Complaints Summary
1,414 total complaints in the last 3 years.
515 complaints closed in the last 12 months.
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