Complaints

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 15, 2024, an ARS employee came to my home to perform routine service on the hot water heater sold to me by ARS two years ago. The technician told me the hot water heater had been incorrectly installed by ARS and was beginning to leak. He said that despite ARS causing the problem, he would not repair it until I paid $450. So I was forced into paying for the repair that they had caused which I think is unfair and unjustified.

  

  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 are processing a refund. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Total Comfort (**************) performed fall service on our units in September (which they installed 11 years ago). We have a geothermal system with propane back up. When it got really cold the Saturday after Thanksgiving we didnt have heat when we woke up. We called for service and someone was here very quickly. We were told the outdoor air sensor was bad (tech did not use a meter to determine that). He left, and a couple of hours later, we didnt have heat again. He came back late that afternoon, and discovered the switch on the propane gas valve had been turned off during the September tune up. When the system calls for propane twice and doesnt get it, it shuts off, which is what was happening. He turned the switch on, and our system worked until the following Monday (two days later). My husband went down and checked the burners (which the tech said they didnt clean and would need to replace if it was faulty) and found the flame sensor was corroded. He cleaned, reinstalled it, and we have not had a problem since then.The issue here is that I wrote a check in the morning before the tech discovered what the real problem was. We paid $109 for a service call to fix something that Total Comfort messed up. I called the following week and asked for a refund, because it was their fault the system didnt work and we needed the service call. I asked for a call back. I waited a week, and called again when I didnt get one. The second call I said that it sure would be nice to get a return call if they want to continue to be our ************* Still no response. I called a third time, then left a message on their FB page asking someone to contact me. Still nothing.

  

  Business response

  01/28/2025

  
  American Residential Services, LLC D/B/A Total Comfort ("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 left the customer a voicemail for callback and hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

  Customer response

  01/28/2025

  I called Total Comfort.  They promise to send me a check.  I'll let you know if I get one.  Thanks!

• Initial Complaint

  01/15/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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 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,
  
  ******* *******

  Elgin, SC 29045

  
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 48065

  
  

• Initial Complaint

  01/13/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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.

• Initial Complaint

  01/11/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Jan. 9, 2025, I requested Will *** It to come and look at a Condenser they replaced less than a year ago. When the technician came out to inspect, he stated it was the air handler. He had someone call me to discuss replacing the air handler. They could do it the next day (Jan. 10, 2025). The technician finished and said everything was working. My son lives in the apartment. When he got home from dialyses, he told me the unit was not getting hot air. I immediately called Will *** It and they said someone would come out to take care of the ********** one showed up. I called again at 6:00 pm and I was told someone would be out by 6:00 pm. I told them it was 6:00 pm and they told me they were running a hour late. I called again at 8:30 PM and I was told they did not have the part and it would arrive on Jan. 16, ******* one came out so how was a part ordered?I called again today (Jan. 11, 2025) to speak to a manager. Of course, no manager is available. My son had to move out of the apartment because it is freezing. I would like for them to take the non-working unit so I can have another company install a good unit. We need the heat in that apartment. My son just had one of his legs removed due to an accident and is on dialysis.

  

  Business response

  01/21/2025

  
  American Residential Services, LLC D/B/A Will *** It ("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 visited on 1/13/24, made the necessary repairs. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On Nov 1, 2024, we put down a deposit of $750 for some duct work to be done in our house. We explained to ARS that we will need the work down by mid/late December and we will call them when ready. We have been trying to schedule that appointment for over a month. We have left approximately ***** messages with customer service, but ***** ever calls us back. Their standard response is that the Managers are in a meeting and someone will call us within *****h, but they never do. At this point this is getting ridiculous. We are keeping the kitchen cabinets installation on hold, since the duct work needs to be completed first. We would like the BBB to help us resolve this issue ASAP.

  

  Business response

  01/16/2025

  
  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 sent our install team out on 1/14 to complete the job (invoice attached).ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  01/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. The only caviat is that the original quote included install of a return. When the technician came on 1/14/25 it turned out that he doesn't need the return, so we asked ARS to revise the quote and deduct the amount for parts and labor. Still waiting for the revised/adjusted invoice.

  
  Sincerely,
  
  ****** ******

  **********************

  *******************

  
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 5, 2025, I got my HVAC installed and financed, They were supposed to install a new HVAC because my old one broke. That evening I noticed it was not heating, I contacted the company several times and finally got through in the morning. They sent someone out to take a look and they arrived at 8 pm. The technician said that there was a leak underneath the house and he did not bring his tools to fix it he would have to come back the next day. I have been calling all day and leaving messages and no one has responded or come out to fix the issue. I told them that I have an elderly mother who is 93 years old and I needed HVAC ASAP. I am asking for someone to please come help me we cannot be without heat my mother has health issues.

  

  Business response

  01/16/2025

  
  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 sent a tech out, issue resolved. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

• Initial Complaint

  01/09/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  3 times I have called to cancel maintenance plan. Each time I have been told all they can do is send note to accounting department who will call me in ***** hours. I have yet to receive a call.

  

  Business response

  01/14/2025

  
  American Residential Services,LLC D/B/A Brothers Air ("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 shared cancelled as of *******. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  01/14/2025

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

  
  Sincerely,
  
  **** ****

  438 Bass Ln

  *********, NC 28270

  
  

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My ac went out on friday night so when I woke up on Saturday 12/28/24 I called ARS RESCUE ROOTER and got a ticket scheduled for the same day. So far the service was great I thought I would be receiving top tier service so I didnt mind when I was quoted $99 for the service call, no big deal!Well the technician came out and turned my system on and said well it turned on thats good but this is after I told him it shuts on and off over and over. So he checks the Freon and states all is good goes up stairs looks at my air handler and says I dont like those and some how, in five minutes, with out pulling out a multimeter to check anything on the system inside he decides my air handler is bad and needs to be replaced. Calls his supervisor and he quotes me $8,500 for the upstairs unit! But wait theres more! He then follows up with the *** changed the Freon you have to use so if you dont change the change it before 2025( in 3 days) youll have to pay $12,000 to have everything changed After some research I find my entire ac system to cost about $4,000. $8,000 in labor cost is absolutely ridiculous. I got a second opinion had to pay someone else to come out and they told me the issue and I was able to fix the ac myself, some one whos never worked on an ax system a day in his life, it was a bad control board on the air handler which cost $130 for the part plus shipping and handling! The scare tactics used to force me into signing up and financing a system I did not need is unacceptable they call them selfs repair men but wont repair anything unless you agree to their terms. I feel like someone walked into my home and stole $100 from me and said, if you pay me $8,000 Ill give you the $100 back. Im surprised they are still in business if this is how they operate on a day to day basis.

  

  Business response

  01/17/2025

  
  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 Mr. ***** and will provide his desired resolution.ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

*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. ↩