ARS/Rescue RooterReviews of ars.com

I’m going to begin this review from the day that we noticed the problem which was on Tuesday, July 14th. We called Brothers after calling several other HVAC companies. I always ask if these companies service businesses. The person on the phone said yes, Brothers services businesses. I explained what the problem was, we had no AC in both of our HVAC units. Someone came out, made the assessment and let us know that we needed to have a part replaced at the time. We were not told that it was covered by warranty. The HVAC unit is less than a year old. We were told by the tech that came out that he would call us early on Wednesday and let us know if he could get the part and what time he could come to fix it on Wednesday. On Wednesday morning there was no call from the tech. Around 2 PM on Wednesday afternoon, I called Brothers customer service and said that I had not heard from the tech and needed an update. Within an hour I got an automatic message that said that we were scheduled to have someone come out between 8am-12pm on Thursday. I never spoke to the tech. I did not know how much any of the work would cost. I didn’t get any exact numbers. I didn’t know if he could get the part. I just got was a message saying that we were scheduled. We would not be able to make it at that time so I called Brothers and said that I’m canceling because I haven’t heard from the tech. I got several phone calls again after I canceled and I called back and canceled again because I hadn’t talked to the tech at all. He never called and never updated us. Thursday came. We had already called a different company however they were not able to come out brothers called again and then automatically scheduled us for another appointment on Thursday so I’d never talked to the tech. When I called Brothers customer service, I explained that I never talk to the tech. I don’t know how much the part is. I don’t know how much I’m paying exactly I have no information. They did the same dispatch and they found out that the part was covered under warranty and then I didn’t have to pay for anything. They did not explain that I would still have to pay for labor. Finally, the tech came out at 5:30p after waiting for him since 12pm. He claimed to have replaced the part and that the AC would work and the place would be cool after a few hours. The next day, Friday, when we walked in, there was not any cooling and it was hotter than it was the day before. I called Brothers again, let them know that we had a tech come out. I paid $1500 for him to replace the part and the AC still did not work. They did send out a tech and he did come, but he did not have a ladder tall enough to reach the roof to get to the AC unit. It was evening so he asked if we could schedule for Saturday. I agreed as long as they were going to come on Saturday and actually fix the unit on Saturday. We were scheduled to have someone come between 12-4PM. By 3pm, I’ve never heard from a tech and I called Brothers customer service to get an update as to when he would come. He never came and at 4:55p I called Brothers to let them know that no one showed, I have already paid $1500 and my AC still doesn’t work. The agent that I spoke to escalated my issue and she said someone would come and fix the problem today on Saturday. I then received an automatic message that said that we were scheduled to have a tech come on Monday at 8 AM. We still have no working air-conditioning and I never talked to a tech. I called Brothers again on Saturday evening and explained that 1) we had someone come out and attempt to fix the problem. 2) I paid $1500 3) My AC unit still is not working and 4) This is an emergency situation especially after I’ve paid my money and the AC unit still doesn’t work. The customer service representative assured me someone would come today and they would call me in 10 minutes. No one came out. I got a text about 15 mins later scheduling me for a Monday appointment between 8am-12pm. I did not talk to anyone. We cannot make that time. I was never asked if I would be available. My business partner left his own review and we received a generic response from the regional success manager, but I’ve called twice and haven’t been able to get him on the phone. It is now Sunday July 19th. My unit is still not fixed, Brothers doesn’t seem to think it’s an emergency, I’ve paid $1500 and have experienced the worst communication and incompetence of any HVAC service we have ever worked with.

I want to give a special shout out to Stephen and Laz. They were awesome, respectful, and just knowledgeable of their job. I appreciate the both of their kindness. We are no longer hot with our new unit. I am loving it.

They worked with us. The service was really quick. They were ahead of time on what they did very very nice people.

Excellent staff and Service Crew. Explained everything clearly and helped to make the choice on equipment that I needed. Very happy with all involved.

Everything done accordingly. Helped move things, However, items from attic were piled in front of shelves in the garage that I now need to put back in the attic to get access to those shelves. I didn't notice until after they left. Not happy having to do this at my age, but I need to see if i still have access to things I stored in the attic.

Very quick response at the last moment. Very thorough review of my AC system

Alexis was absolutely fantastic to work with. She answered all of my questions and walked me through the entire process of my bill. She was a pleasure to deal with and quite honestly, is one of the best people I have ever worked with as far as customer service. I hope Comfort knows how awesome she really is. Jackson completed the work with care in a timely manner. I'm very impressed with these two associates at Comfort.

MY COMPLIMENT OF TECH WAS A GREAT, WORK SCOPE IS EXCELLENT! VERY NEAT AND KNEW WHAT HE WAS DOING.