ARS / Rescue Rooter

D J.

**ARS HVAC Service Review**

I have been a customer of ARS since 2016 and would have expected better treatment. While they arrived quickly and performed the diagnostic service (which cost $119.00), the experience that followed was frustrating and disappointing. The technician informed me that I needed a new capacitor, which was quoted at $351.00--nearly three times what a capacitor typically costs. Unfortunately, I had no choice but to pay the total of $470.00 for the service because my husband, a disabled veteran with severe breathing problems, relies heavily on our HVAC system.

What was even more disheartening was the complete lack of customer service after the fact. I called ARS six times in an effort to speak to someone in management about the exorbitant pricing, but no one ever returned my calls or even offered the courtesy of a conversation. The call center staff simply told me that since the service was already paid for, there was nothing they could do.

While ARS is available 7 days a week, you will pay an unreasonable upcharge for their services. They advertise excellent customer service, but the follow-through when there is a problem leaves a lot to be desired. After being a loyal customer for years, I can no longer recommend them as a fair and honest business. This experience has left me deeply disappointed.

Debbie P.

I wanted to purchase and have a new hot water heater installed so I contacted Lowe's. They said I needed to make my request online by completing a form which I did and I was contacted immediately that a tech would call me to schedule the date to have it installed. That's where the problem began! I kept being bounced around on just a time and date for when the tech would return my call. The tech never did. I called the call center 3 times and still no return call by the tech. What was the purpose of having a call center if they could not schedule? Terrible customer service!!! Based on these reviews I dodged a bullet! So glad I never used them!! If I could give them less than a zero, I would!

David S.

If my business is so important, why have you NEVER returned any of my calls? Once you have your price gouging bill paid, you don't care about the customer you just screwed.

Ihe O.

They corralled me in Home Depot and offered me a $19.99 inspection on an system that was old but working perfectly.
They came out that morning and told me the system needed to be replaced and another tech would come out and quote for a new system.

I thought fine, I'll get a quote for when the system breaks down and needs to be replaced. A guy from the company shows up does some stuff inside and outside the house and gives me 2 quotes. One for $15k and one for $11k. I told him the quotes were excessive he said he didn't care he's done his job and left.

At around 11pm that night my tenant called me and said the AC system that had been working for every day since they moved in 4 years ago was no longer working and it was 81 degrees in the house.

I called the company and told them they had done something to the unit and it was no longer working and they told me they didn't understand what I was talking about.

Steven S.

After two years the fan on my AC unit stop working. The technician informed me the fan had to be replaced. He advised me it could take about ten business days because the part had to be ordered. This occurred June 19th, on June 28th I received an email a technician would call a half hour before arriving. No call or service technician showed up. July 3rd I spoke to customer service for an explanation, I was told that was an automated email after a part has been ordered, they would contact the parts department to give me a call. July 5th no word from the parts department and now we are in an extreme heat wave. July 8th another call to customer service, who transferred my call to quality assurance department. Again I was told the parts department would call me. July 10th same results as July 8th. July 15th one more time with the mind set of calling the BBB next. The parts department finally call two hours later. Apologizing for the lack of communication and lack of service I was told the part was in route and it would be installed before the week was out. July 18th ARS calls to inform me the technician would arrive between 12pm and 4pm. The technician did arrive about 7:30pm. Frustrated, disappointed, and over heated senior citizen.

Matthew H.

Poor customer service. After returning my call and making an HVAC appointment, they were a no show. I called to check status and was told they should be on their way. After an hour, I called again and was directed to the dispatcher, which is when I was told that they cancelled my appt because they didn't service my location. But they never got back to me to let me know they could not service my location. As a result, I lost a day in getting my issue addressed. Maybe I should consider myself lucky because who wants people with the same attitude working on their HVAC.

Kelly S.

We were linked with his company due to their contract with Home Depot as we needed a full Hvac replacement. The person they sent oit never looked at the air handler didn't look at the current vents or returns or size but just started writing up quotes. When i said this was way more than i thought, he called someone on speaker and suddenly the price dropped like 4,000. Then when i said I needed to think about it as this is a big purchase., he rushed out and left and said he had other apts.

not to mentioned we received 7 phone calls from this company less than 10 min apart trying to schedule with us plus emails. It was excessive.

Disappointed as this was a Home Depot Contracted company.

Jazmin T.

avoid this company at all costs!! seriously. management will direct you to their quality assurance manager, Robin, if you have any issues or had. horrible experience, but she will ultimately not do anything. this company is the worst.

Mark J.

Understandable this is the peak season for A/C problems but customer friendly service is should be on a consistent basis. On 5/28/2024 problem with my unit tech responded very professionally explained problem with unit that the blower had failed and it had to be ordered. Received text from company stating appointment on 6/5/2024 between the hours of 8 AM - 12 PM customer placed call talked to operator who stated that the tech would call in 15 mins no call received customer then called again where operator took information to forward to allegedly Supervisor no returned call. Customer called local office talked to parts manager who stated that they did call but did not leave a voicemail message and was instructed service would be provided the following day worst experience dealing with a business.

Paula B.

In February 2023, my husband and I went to Lowe's Store located in Waldorf, Maryland to inquire about a new air condition (AC) unit. ARS, located in Laurel Maryland, came to our home on March 6, 2023 to install the AC unit.

Periodically, I receive calls from ARS representatives to service our new unit, for a cost. I did not feel this was necessary because this was a new unit. Since the weather was changing, I felt we should get it checked to ensure we had enough freon. On April 11, 2024, ARS sent a technician to our home to check our system. He informed me that our unit had frozen coils which was a problem. I was perplexed because this was a new unit!!!!! He told me he could not determine the problem if the AC was running. He charged us the diagnostic fee of $69 and advised us to turn the unit off so it could thaw out. He said within 2-3 days, the unit should be thawed out so we could call for a technician to come back out to diagnose the problem. It was extremely hot and I was concerned because I have a special needs daughter who has allergies and asthma which meant I could not open the windows. However, as advised, I turned off the unit so the coils could thaw out.

On Sunday, April 14, 2024, another ARS technician came to the house to assess the problem with AC unit. After checking the unit out, he told us there was a leak in the unit which is why there was no freon. He added freon and put dye in it, so in 2-3 weeks, they could locate the leak. He said he spoke with his manager and, even though the unit was no longer under warranty, he would fix it for free.

My husband and I were furious because this was a brand-new AC unit that we just paid off on March 27, 2024. The ARS manager acted as if he was doing us a favor! We felt we were sold a lemon and was not comfortable with getting it repaired. What would the problem be next year? Our last AC unit lasted 25 years and this new unit could barely make it for 1 year!!! We decided to contact the ARS management team to voice our concerns.

On Wednesday, May 8, 2024, I received a call from Robin, the Quality Control Manager, who informed me that they received several units with faulty coils and, it appeared we received one of these units. I told her I was not interested in them repairing the unit, but we wanted a new unit because we do not want to be faced with a new issue each year. She assured me she would send a master technician to replace the unit as early as May 8, 2024; if not, they would definitely be out the next day. I told her we were receiving higher than usual electric bills due to the broken system. She told me she would provide her email address so I could send the bills to her and she would also extend our warranty. On the afternoon of May 8th, an ARS representative called to tell me that they would not be able to come out that day but would send someone out on May 9, 2024. An ARS technician came out and told us the freon was bubbling in the unit and we would need to pay to have it repaired. Since May 9th, we have heard nothing from ARS. They have not returned our calls, replaced our AC unit or made good on any of their promises. WE RECEIVED A $10,000 LEMON!!!!!!!

ARS keeps referencing a 1 year warranty but it SHOULD NOT and CANNOT apply on a defective unit. I will see you in court!!!!