ARS / Rescue Rooter

Lucille S.

They are awful. They installed my HVAC unit in May 2020, they were to do a 1st year check on the unit in May 2021, they were. A no show My unit is currently not working i called for service 8/6/2021 was scheduled for 8/9/2021, ARS was a no show again. They sure showed up to sell their equipment but don't seem to care to service it. I would not recommend this company to ANYONE!!!

Devon S.

Their warranty means absolutely nothing!!! We purchased three (3) new HVAC units in January of 2020 from ARS. Since installation we have had several issues that required service calls on these units. In March on 2020 their service tech noted that the condenser (outside) for the attic unit was turned off. In July of 2020 another technician reported that the thermostat (temperature) was not being satisfied for the attic unit and according to his notes another service tech would be needed properly diagnose/repair the issue. No one called or came from ARS. We placed a call to ARS in July of 2021 when the same issue (thermostat for the attic unit was not being satisfied) was still occurring. The first service tech diagnosed that the refrigerant level was low, and I needed to pay for the refrigerant. I refused to pay and the technician left. I called ARS and spoke with Gary, the manager, who initially stated the same thing that the technician stated. I reminded him that the issue existed and was noted while I was still under their warranty. The call was disconnected. I called back and Gary promised to speak with the tech and get back to me. My corporate advocate reached out to the local office... After several days they agreed to setup a visit to perform a leak test. They setup an appointment where no one showed up. I called the office and they again setup another appointment. A day later a new technician showed up and performed two different leak tests (electronic and soap) and no leaks were detected. The technician left stating that his manager wanted a third test performed with Nitrogen. After not hearing from ARS for another couple days I called the office and an appointment was set for the Nitrogen test to be performed. The tech came out and performed the test and no leaks were found. I was told at that point that I needed to pay for the test and for refrigerant to be added. I read off my service tickets and the technician confirmed over the phone with Gary, the manager, that what I was reading was accurate. Gary authorized the technician to add refrigerant. When the refrigerant was added the unit was still not performing as designed to cool the house. The technician left stating that some component in the condenser may be faulty and need to be further checked. I called the local office and was told I would receive a call back from the manager....

Elizabeth G.

Frustrated Beyond Measure: On May 2, 2019, I purchased a Rheem System (5-ton seer air condition unit with furnace) from ARS Rescue Rooter located at 1466 Beaver Ruin Road, Norcross, GA 30093, through a promotion offered by Home Depot at a cost of $11,449.00. The A/C unit was delivered to my home on June 4, 2019, and on or around May 01, 2021, I noticed that the A/C unit was not cooling properly. At first, I thought it had something to do with the temperature setting, so I kept adjusting the thermostat from 70 degrees to as low as 60 degrees and saw that was not making a difference and would only seem to cool a little sometimes at night. I also noticed that the condenser fan was not coming on and when I touch the unit it was extremely hot. Consequently, I made a phone call to ARS on July 7th to advise of the issue I am having with the A/C unit. Later that afternoon, an ARS technician came out to inspect the AC unit. According to the technician, I needed a Contactor and a Capacitor which had to be ordered. Needless to say, I was extremely upset and in disbelief because I just spent $11,449.00 on this AC unit that was brand new and should not be having any problems with faulty parts at this early stage. After the faulty part was replaced, the technician kept trying to start-up the AC unit, but it kept shutting off. I was then told it was the fan motor was bad and it also needed to be replaced. This part was still under warranty therefore, I did not have to pay the cost to replace the fan motor, but only the labor cost to replace it. To my surprise, when the technician removed the old fan motor, I noted that it was in an advanced state of rust. This was very strange to me for a fan motor to be in that condition for an A/C unit that only two years old! In comparison, with my previous A/C unit, besides regular maintenance, I did not have any problems with that AC unit until nine years later. But, this brand-new A/C unit which was in the amount of $11,449.00 needed repairs within two years. At this point, I feel like I am being ripped off! I wish I can return this AC unit and get my money back. For the record, I will never ever purchase anything through ARS Rescue Rooter again nor will I recommend their product or services to anyone I know.

Deborah P.

I wish there was an option for MINUS STARS! I bought my Rheem heating/air system thru Home Depot/ ARS. I paid over 6k for the system and after only 18 months it's down (for the second time). They sent a tech out who replace the thermostat. And the tech said it was low on coolant Cost $300.00! It can't be low on coolant unless it has a leak which was not found or addressed. When I called to issue a complaint the service manager said Quality Control would call me, they never did. Today I am having to have another service call because IT'S BLOWING HOT AIR AGAIN! UPDATE: I had a certified HVAC tech and this is what he found: thermostat was installed without battery, thermostat likely did not need replacing anyway as this was not the issue and did not fix the problem. system was wired incorrectly when installed. The valve that regulates coolant flow is not working properly, so it was MOST likely not low on coolant and MOST LIKELY they did not add any, yet they billed me for it. Another $154.00! UPDATE: 6-9, I tried to call Pamela and was told I needed to speak with Gary, service manager, who, of course was not available. ARS has yet to respond to my calls. UPDATE 6-10, I reached out again yesterday and no one would take my call not did they return my call like they said they would. I have now filed complaints with the BBB and Home Depot. UPDATE 6-18. I still have no air conditioning, waiting on the valve which was supposed to arrive the 16th. and has not yet been delivered.

Greg H.

After 3 years of giving ARS every chance to make good on their promises of exceptional service, we have decided to take our business elsewhere. We unfortunately didn't know any better when replacing both of our HVAC units with ARS in the span of a few months after buying a house that needed updated systems in 2018. Since then, we've met dozens of technicians who are under qualified and misleading, and customer service that is rude and deceitful. Read on if you want the full story of the issues we've faced over the years - less of a vent and more to inform others to watch out for the things we were unfortunately too naive to notice: 1) Our main (downstairs) unit was improperly installed. It took 3 service visits and 5 technicians to realize that the installation team completely forgot to install a damper, causing the until to not work when it flipped over to heat. 2) Our heat pump (upstairs unit) was improperly installed, and a drip pan was cut short to make the unit """"fit better"""", but resulted in water dripping from the unit into our crawl space and ultimately creating a hole in our ceiling and down into our kitchen below. To their credit, they fixed the ceiling, but not to their credit it took 3 service calls and 4-5 hours with managers and supervisors to get it all fixed, even under warranty. 3) Our main unit has never cooled properly. I'd estimated 4 service calls since it was installed and each time they say it just needs a recharge. This year we finally had another company check it out and find a leak in the line. No one at ARS ever bothered to run a leak test. 4) For most service calls, we pay the $89 service fee, only to find out that the first technician sent out is not qualified to fix or diagnose and they need to call a """"senior tech"""" out, resulting in a new service window, more waiting, and an additional fee. I've been able to talk them out of double charging us, but it's exhausting doing it every time. 5) The final straw was a realization of the racket they run with labor costs. The company has an attractive 10 year warranty for parts, until you realize that they charge 3-4x the going rate for labor. As an example, we gave ARS a chance to quote us for the fix identified in #3 above, and they said they would """"take care of us"""" given all the issues we had over the years. Their quote included $450 in labor for a job that we have found out competitors will do for $100-$150 in labor. Absurd price gouging on the labor to make up for their parts warranty. All in all, I don't like the way they do business. Rude customer service and a borderline scammy way of making money off their (under qualified) labor. I'd say look elsewhere.

Rob T.

Stay away!! This company over charged me for hvac blower motor. The cost should have been $800 but charged $2500. Non scrupulous business. Preying on the consumer. Beware. Always get a 2nd opinion !!

Kayla D.

I purchased a new Rheem (3T) AH/HP unit in Dec 2018 and it's been a constant headache since! Over the past two years I've had the unit stop working twice! I've had nearly 10 """"service"""" visits in the last two years and each technician is more incompetent than the last. It took ARS 2 visits just to install the unit in a townhouse which is otherwise a standard process, nothing fancy. Within the first six months, the unit stopped cooling and the water retention pan filled to the MAX from condensation not being properly routed during the initial install. It took ARS scheduling three different service appointments before the technicians actually got it right and returned the unit to operational. Now the unit is no longer cooling efficiently and since it's out of warranty, the company is pointing fingers around a circle and telling me the unit might have a broken piece or likely low on coolant. This is ridiculous feedback for a unit which is not even 5 years old!  You would think after spending $10k on a new HVAC that ARS wouldn't leave such an important job to complete novice technicians. As a final resort, I called up my sales representative, since he seemed to be the most knowledgeable of anyone I've spoken to, in an attempt to find a more specific cause for the problem before spending more and more money to """"troubleshoot"""" when majority of the technicians sent never know anything about HVAC upon the first visit. The 18 y.o. unit I had before ARS came in to replace it with a Rheem unit worked circles around this one and I would warn anyone from spending money with this company!

Nico M.

I had the complete misfortune of dealing with these people through Home Depot. Honestly, this is the worst company I've dealt with as it relates to plumbing. They never come in they say they're going to come. After my counters were installed, they didn't turn on the Coldwater and had to come back. I had to wait two days and they broke two appointments then I realized my dishwasher wasn't getting water because they didn't hook that back up I had to wait three days for that they kept missing appointments, they never called me. When they answer the phone they say how can I provide you with excellent service but they never once provided me with Excellent service. In all honesty they were just the worst and I will never use them ever. And they were so bad I'm pretty sure I'll never use Home Depot again for any home installations. Because Home Depot obviously uses them because they're cheap and they don't care that their customers are getting bad service. Shame on you Home Depot you capitalistic greedy so and so's.

Marv E.

I had to call ARS Rescue Rooter to get a timeframe when they would come and disconnect three faucets and a toilet so flooring could be torn out and countertops installed. They gave me a time of 2pm to 6pm. After 6pm I called and they said they couldn't make it today. This has been scheduled for weeks. I have the installers coming tomorrow morning and things are not disconnected. ARS Rescue Rooter is a Home Depot provider. If I was Hope Depot I would find someone else. I certainly will never use or recommend them.

Karen T.

Complete scammers and ripoff. Very poor service all the way around, Home Depot should have never coincide with ARS.