Complaints

• Initial Complaint

  03/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I originally agreed to work this company they quoted me at 24k so I agreed to let them convert my system from electric to gas. About a week into the job they realized that they were way off and somehow it became a 30k job. After I had already told them 24k would be hard to repay. On top of that they removed all my old equipment before BGE actually hung my meter leaving me with just a heat pump with no back heat source for 2 months. Most days I could not heat my home above 60. After I finally got the gas heating I realized there were a lot of issues with it being able to heat my bedroom. Their solution was to add a return that most likely made it worse. Most of the other rooms heated just fine. There literally has been so much back and forth with this company saying that it's not our job to repair runs or cover ductwork. Before I gave them the job I was told my satisfaction was guaranteed. I told them before they even took the job that there were problems with the existing design. I kind feel like they took me for a ride. If they couldn't do the upgrade and address the issues they shouldn't have taken my money. Every time I call the person who responds doesn't even try to listen to my issue they keep sending a tech that can't do anything to resolve the problem. It is some of the worst customer service I have experienced in my life. At this point I want a team to come out and actually figure out what the problem is and come up with the best solution to resolve it even if I need to get a quote from another company to fix it.

  Customer response

  03/28/2022

  
  Dear [primary pre name] [primary last name]:
  
  We have received a complaint in our office that appears to apply to a business in your service area. We have informed the consumer that we have forwarded his/her concerns to your BBB and that all further communication regarding this matter will come from your office. Details of this complaint may be found on the reverse side of this letter or at:
  
  [business cbi link]
  
  Any scanned documents associated with this complaint are accessible through this link.
  
  {/ul CONSUMER}
  [PreName] [FirstName] [LastName]
  [Street1] [Street2]
  [City], [StateProv] [PostalCode]
  Home : [HomePhone]
  Work: [WorkPhone]
  Fax: [Fax]
  email : [Email]
  
  {/ul BUSINESS}
  [bname]
  [bstreet1] [bstreet2]
  [bcity], [bstateprov] [bpostalcode]
  Phone:[bphone]
  Fax: [bfax]
  Email: [bemail]
  
  
  Sincerely,
  
  [cstaff name]
  [cstaff title]
  [cstaff phone]
  [cstaff email]
  /page
  [merge complaint form.cf.rtf]

  

  Business response

  05/06/2022

  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

  03/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Installed Carrier system 8/4/2019 by ARS - *********** Advised 02/23/2022 that compressor needed replacement at a cost of $1800. I'M STILL PAYING ON THE ORIGINAL INSTALL!!.Unit has only been in service for 30 months! I've had multiple service calls in this short time. At 10 months in, on 6/15/2020 ARS tech confirmed faulty valve resulting in loss of nearly 5 LBS of refrigerant. He advised it was like that since the unit was installed. At the time I expressed major concern that this unit was now compromised since inception and that I had no faith that I would get anywhere near the 10 year service guaranteed by warranty and that the faulty install may have even voided the warranty. Since 2/23/2022, date of last service, I requested callback from service manager, I've reached out to ARS ********** ********** ********** and Carrier customer service. As of this writing, I have received no contact from anyone. Satisfactory resolution would be a replacement of the entire system as coils may have been compromised as well (According to the ARS tech). And, I would rather seek replacement of product and installation via another source as I have no confidence in ARS/***********

  

  Business response

  04/12/2022

  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 provide options to assist the customer. ******************** 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 response

  04/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response is not accurate. The only communication from ARS since the diagnostic was by someone advising that they had the compressor and when can they install at the quoted service charge. On both occasions I advised I was refusing the service and wanted to speak to a Service Manager. The individual said they would make note and have the Service Manager contact me. I never was contacted by a Service Manager, nor any other representative from ARS. I was not provided with any additional options to resolution.

  

  Business response

  05/09/2022

  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 provide options for the customer. We have recently left 2 voicemails for the customer to contact us and have not heard back from the customer. ******************** 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 response

  05/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In the interest of accuracy, I received two calls on the same day, 5/6, one identified as ARS, which did not leave a voicemail, and a second the same day which did leave a voicemail. I responded on 5/10/2022 and left a voicemail. The voicemail from the ***************** manager stated that her understanding is that I simply wanted a free compressor replacement service. As I am not sure as to what documentation she was privy to, I can only guess that she does not have the extended history of poor equipment operation that started with ARS completing a faulty initial installation resulting in loss of refrigerant at a steady pace for a period of 10 months before they finally figured out why the unit was not functioning properly. I left my contact information and offered to provide any additional details.

  

  Business response

  06/01/2022

  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 contact with ******************** and have shared options for repair. 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 response

  06/02/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  On 5/26/2022 5:27p received call from Corporate, I spoke with a pleasant individual who advised she would call back after the Memorial Day holiday now that she had my perspective. She did not present any options, but, simply, sought to understand what has transpired before providing any options. As of this writing, have not received another call.

  

  Business response

  06/09/2022

  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. The part will be covered by the manufacturer warranty. The customer is outside of the labor warranty with ARS which was previously extended for an additional year in lieu of customer satisfaction. We have extended a 55% discount on the labor for the replacement of the part. We do not show an extensive history that would warrant a free replacement. 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 response

  06/18/2022

   
  Complaint: 17408455
  
  I am rejecting this response because: ARS is refusing to acknowledge that their faulty installationcompromised the unit from day 1.It's like buying a brand new car with an oil leak. You can stop the leak a year later, replace the oil, but the damage to that engine and its original performance life are drastically reduced.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/23/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I requested ARS promotion check up for $59.00. The Service Technician performed AC service but did not leave yellow copy of Maintenance Invoice. I have called ARS office a few times attempting to speak with Manager to request my copy and was told someone would contact me within 24 to 72hrs. It has been a week later and I have not received a f/u call. I have been with this company for years and have always gotten a Maintenance Invoice to support my Warranty on the *** All I'm requesting is the copy of Maintenance Invoice performed 3/5/22. See attachment document fee charged to my account. Thank you.

  Customer response

  03/23/2022

  See Attachment/File: ARS service fee..pdf

  Customer response

  03/23/2022

  
  Dear [primary pre name] [primary last name]:
  
  We have received a complaint in our office that appears to apply to a business in your service area. We have informed the consumer that we have forwarded his/her concerns to your BBB and that all further communication regarding this matter will come from your office. Details of this complaint may be found on the reverse side of this letter or at:
  
  [business cbi link]
  
  Any scanned documents associated with this complaint are accessible through this link.
  
  {/ul CONSUMER}
  [PreName] [FirstName] [LastName]
  [Street1] [Street2]
  [City], [StateProv] [PostalCode]
  Home : [HomePhone]
  Work: [WorkPhone]
  Fax: [Fax]
  email : [Email]
  
  {/ul BUSINESS}
  [bname]
  [bstreet1] [bstreet2]
  [bcity], [bstateprov] [bpostalcode]
  Phone:[bphone]
  Fax: [bfax]
  Email: [bemail]
  
  
  Sincerely,
  
  [cstaff name]
  [cstaff title]
  [cstaff phone]
  [cstaff email]
  /page
  [merge complaint form.cf.rtf]

  Customer response

  03/29/2022

  
  Dear [primary pre name] [primary last name]:
  
  We have received a complaint in our office that appears to apply to a business in your service area. We have informed the consumer that we have forwarded his/her concerns to your BBB and that all further communication regarding this matter will come from your office. Details of this complaint may be found on the reverse side of this letter or at:
  
  [business cbi link]
  
  Any scanned documents associated with this complaint are accessible through this link.
  
  {/ul CONSUMER}
  [PreName] [FirstName] [LastName]
  [Street1] [Street2]
  [City], [StateProv] [PostalCode]
  Home : [HomePhone]
  Work: [WorkPhone]
  Fax: [Fax]
  email : [Email]
  
  {/ul BUSINESS}
  [bname]
  [bstreet1] [bstreet2]
  [bcity], [bstateprov] [bpostalcode]
  Phone:[bphone]
  Fax: [bfax]
  Email: [bemail]
  
  
  Sincerely,
  
  [cstaff name]
  [cstaff title]
  [cstaff phone]
  [cstaff email]
  /page
  [merge complaint form.cf.rtf]

  

  Business response

  06/24/2022

  American Residential Services / Rescue Rooter has received your email dated April 18, 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. The customer was refunded the requested amount. 
  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

  02/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/19/21 I paid BlueDot $59.00 for a seasonal "system tuneup" for my heating unit. After "servicing my heat pump, the technician said that everything looked great & was working fine "at the moment" but proceeded to sell me a new compressor stating that I needed one & if I purchased one that specific day, I would get a discounted price. I declined because I wanted to seek another opinion since I've been taken advantage of a few times already by these types of businesses. Fast forward, the first week of January 2022 when it started freezing, I get a notification from my energy company, BGE stating that I was using more energy than usual and that my bill was projected to be very high. Not sure what was going on, I called BGE but they couldn't explain why. 2 weeks later my bill comes in at $75.00 higher than usual. Still trying to figure what I'm doing differently, I wake up in the middle of the night to a loud noice coming through my vent, I wait until morning & went out only to hear a loud noise coming from my heat pump. I called American home shield because I pay for them monthly and at this point I can't trust BluDot who I attempted to call but they wanted to charge me the dispatch fee. I was terrified that they would cause more issues at my expense. The new company comes out and tells me that my heat pump was completely frozen. They shut it down and put on my emergency heat which had to stay on for 2 long weeks until the ice could melt for them to be able to diagnose the problem. That cost me $157.00 more on energy. When the ice melted, they came out. The technician opened my heat pump and showed me a super loose metal lid at the opening end of the freon where I could see the freon slowly leaking out. I took pictures. The technician specifically said it was intentional left opened to run out by the last servicer.They replaced the freon. I had to pay $230 in total. I called BlueDot & they denied my request to refund their unnecessary expense of $521.

  

  Business response

  04/13/2022

  Business Response /* (1000, 5, 2022/02/25) */ American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") Blue Dot 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 (901) 259-7505.

*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. ↩