ARS/Rescue RooterReviews of ars.com

I have used ARS for HVAC and plumbing work for approximately 20 years, but I will no longer be a loyal customer for the following reasons: 1) incorrect wiring between new furnace and thermostat resulted in no humidifier control, resulting in separation of wood floor planks; 2) didn't repair hand shower on tub despite parts replacement and multiple visits; 3) charge 5x on drinking water and furnace filters compared to other vendors.... I have other issues related to plumbing, but I'm tired of typing. Bottom line, this company CANNOT be trusted to do a quality job.

The lowest they allow is 1 star which is why I gave 1 star, otherwise it would be in the negatives. Do NOT call them for anything! I've used them for plumbing and a/c/heating and I am so dissatisfied. I wrote my review for both plumbing and a/c. The plumbing issue I had was a blockage that affected my kitchen and my washing machine. In the kitchen we were constantly snaking the pipe and it would only last for a week and then get backed up again and we had to re-pipe the hose to the washing machine or it would flood the house and garage, none of that being their fault but that's why we called them. They charged me over $14000 to fix the problem. They came out to snake the pipes but it didn't work for them either so they said they needed to re-pipe. They broke a big amount of concrete on the front in order to gain access to dig underneath the house to get to the kitchen to check the pipes that way, didn't work, couldn't figure things out. They then dug under the sidewalk that leads to the porch and the yard to get to the main line or whatever it's called, still nothing. They then dug under my house towards the other side of my house to get to those pipes and still got nothing. They even dug in the backyard where the sink was located, nothing. This lasted for over a month, mind you, my house is sinking each day there's nothing under the foundation holding it up which is why I've got foundation issues, not getting into that expense that I'm going to have to get into, no money left for that. The guys were always late, if they even showed up, didn't speak any English, had a child that was maybe 18 working, layed around in the yard all the time, took long lunches, left trash under my house (my husband crawled under there to look at what they were doing when they left and took pics), and were always on their phones. I have 10 cameras all around my house and could watch them which is how I know all of this. Once they FINALLY finished the job, I had finally gotten the paperwork for the financing that we applied for with them before the job started and the fees and fine print were stupid and outragous. I called and canceled the financing but was still going to pay them just waiting to hear back and the manager called me threatening me to put a lien on my house!!!!! He only gave me a certain amount of time to pay but I told him that I didn't want to pay until the job was done. He told me it was done and I informed him that my yard still had no dirt or grass and my concrete porch didn't have the concrete fixed, so in my opinion, they still had work to do. He told me that it wasn't part of their job and I told him that the guy that came and gave me the estimate told me that everything would be put back to the way it was before they touched (obviously not the foundation). They ended up putting the grass and poured concrete but did I really need to go through all of that and be charged so much? The a/c went out, which they are the ones that installed it and were here more than any other household member "fixing" it, they were charging me for things that weren't even wrong with it or broken. The tech that came out told me from the beginning that the warranty was up and that I would have to pay for everything BUT there wasn't anything in stock or available. It was August and I live in Texas so it's hot. Since I thought I didn't have any other choice but to buy a new one, he showed me the few that they had and charged me $17000 for it, that's the price of a brand new car!!!!! AND it has to be turned down to 70 degrees or lower in order for it to be cool in my house when with the other one, we left it at about 78 or 77 degrees and we were fine. I did the whole Home Depot credit card financing (which we already have the cards and credit and that got messed up as well). They came and installed it, couldn't really speak great English, left a big mess with their trash, broke the door frame in the garage for the handler, broke my kitchen window, and broke the garage ceiling when they almost fell through it. Also, come to find out, I DID still have a warranty left on my a/c that they took. I called and complained and they had someone eventually come out and fix the ceiling and window and stated that I would get credited for what was left on the warranty, but that never happened. They also claimed that the replacement of the brand new a/c would count as one of my maintenances for the year that I pay for, I only get 2 a year. They didn't maintenance anything, they replaced it for $17000 and then some. Super shady and dishonest and don't stick to their word or anything and they charge way too much. They even had the audacity to send me an email shortly after with a discount for a new one, hell I already bought one, where was the discount then????????

I used the ARS Rescue Rooter based out of Manasas VA and were a nightmare for my family and I. As I write this my pregnant wife and two toddlers have been without heat in our home for nearly two weeks in sub freezing temperatures. Two service technicians have been to our home and failed to fixed the problem and made us wait days for the wrong part. They make promises and then break their word. They don’t respond to phone calls. They arrive hours late for their appointments without explanation or regard for your schedule. I legitimately felt they put my family’s health at risk in dangerously cold conditions. I’m not sure if they are really that incompetent or they genuinely don’t give a crap about other human beings. If I could give them zero stars I would.

ARS Installed my HVAC last July 2021. Inspection was only scheduled last November 16 and ARS failed the city inspection so miserably. Some failed items are too basic that I don't understand why their "professional" installers missed it (hint: maybe not professional at all). ARS sent another "professional" technician to "fix" the issues last December 2. After the work, the tech told me he don't have the correct sticker and he will come back within the same week to attach the new sticker to the air handler unit. Guess what happened? He didn't come back. ARS scheduled another appointment to bring the sticker today, December 22, 2021. They gave me a window of arrival from 9am to 1pm. At the time of this review, 3:20pm, technician hasn't arrive. Take note that this whole freaking appointment is just to stick a sticker to the air handler. I gave them multiple calls, same excuses, the technician is not done yet with with prior installation. ARS has no respect for people's time. If you promised 9am to 1pm, come on time and I don't care if you have to move mountain to be on time, JUST BE ON TIME for crying out loud. That's what professionals do. HOME DEPOT, if you are reading this review, it's about time to get rid of ARS from your list of service providers.

I would like to thank Gregory Harbrecht from ARS for taking time to come out and help us with our problem we bought a new electric furnace with a new thermostat and since we had no manual we couldn't understand how to operate the thermostat. Greg was very nice and patient helping us understand how to do the thermostat we wanted to let someone know how much we appreciate him thank you and Greg

On October 19th, I filed my second BBB complaint on ARS. Shortly after filing my first complaint, the corporate representative called me and informed me that she had looked into my case and was going to look into giving me an option for refund or having a replacement air scrubber unit installed into our home. I opted for a refund since we are ready to put this house onto the market for sale. In her reaching out to provide some kind of conciliatory intervention, I was prepared to retract my last BBB complaint. On October 25th, she called me back to inform me that the only thing ARS would do was to replace the defective unit in the house that I sold two months ago and no longer have any connection with! She said this decision was made in accordance with honoring the warranty. The issue is that I called for service in a reasonable period of time before the house was sold and they failed to respond appropriately or responsibly. It appears that from the outside looking on, they knew that if they stalled long enough, the issue would go away because there would be nothing they could do since the contract for the warranty was under my name and attached to that particular address. That is what ARS has been telling me throughout this litigation and now they are telling me that they can replace the air scrubber at a house that we sold two months ago and have no connection with? How is that supposed to reconcile or benefit my investment of having paid almost $1,300.00 for something that was defective? If this was one issue in and of itself, I might have been able to walk away from this. But, we went six weeks this Spring with no air conditioning because they misdiagnosed an issue where I was going to have to pay $560.00 for a new control unit not to mention labor. I received no phone calls to inform me the status of the part that they were waiting for. I was the one that had make repeated phone calls to find out what was happening. When the part came in, the tech informed me that it was not the control unit that was bad, it was a faulty thermostat that was under warranty and was replaced at no charge. This thermostat was replaced less than a year prior because of a defective thermostat out of warranty that we paid for. In 2015, we had ARS install two new heat and air units. In 2016, one month after the one year warranty expired, one of my units quit working because the compressor went bad. I had to go through Corporate to address the issue because ARS told me that I was going to have to pay for the replacement compressor! Come to find out, the unit was improperly installed and caused the compressor to burn out. ARS fixed the issue and replaced the compressor but not without having to go up the chain of command. I have been with ARS for six years and have had other numerous issues that have not been as egregious as the three I have just mentioned. I have given them grace and extended patience hoping that I could appreciate their moto "Making it move, making it right." Touting their , "Exceptional Service" and their Guaranteed Satisfaction stating: "If you are dissatisfied with our work in your home, within one year of the date of the original invoice, we'll make every effort to meet your expectations & cheerfully refund 100% of your money." Through the six years that I have used their company, they have fallen short of their exceptional service guarantee. This company is overrated with a three star rating! ARS's response to my BBB complaint was nothing more then checking a block for the company and inflammatory to their "Exceptional Service Guarantee"! ARS needs to remove their mottos!

I have been using ARS since 2004. they have replaced two A/C units and I have had a maintenance contract since 2004. I always hated the customer service, but I dealt with it. I always hated when the techs came to do my 6 month maintenance. The upselling and BS was always annoying. I have thrown 4 techs out of my house over the years. This past Saturday was the last straw. The tech was very pushy and was trying get paid cash to do work. He gave me a quote for $3200 to do repairs on an A/C that keeps my house cold. I have no issues with my unit. I have another company coming out to check my A/C today. No more ARS!

This company, (and specifically the Norcross office), has extremely terrible "customer relations," especially with customers that have a "supposed service plan." They DO NOT honor their service plan of making trice a year regular "preventive maintenance," and as a result of their NOT regularly coming out to do "preventive maintenance" one ends up with frequent breakdowns on the heating and air conditioning units, which are less than 4 years old, and which cost $8000 to originally install, and thus, they charge the customer a "diagnostic fee" to determine what the problem might be, which they failed to do their promised "preventive maintenance" work to ensure that nothing would go wrong. Furthermore, their service technicians are incompetent in regards to making certain that when they do come out, (and charge you each time that they come out even though the customer has an annual "service plan"), to fix a problem, that supposed fix might possible only last a month before the exact same problem occurs again, and they once again charge you to come out and fix the problem that WAS NOT properly fixed the first time that they came out to fix it. I WOULD NOT recommend this company to anyone, and in particular I would advise any "potential customers" NOT TO TRUST their "supposed annual service contract."