ARS / Rescue Rooter

Emily S.

I want to preface this post with the fact I have not positively or negatively reviewed a business on yelp before, I have never felt passionate enough. I scheduled a routine ac tuneup before the start of summer and was informed my hvac was deteriorating quickly and would need replaced. Not a surprise because a. That's why tuneups are marketed and cheap and b. Because my unit was old. I agreed, everything went according to plan we selected the right unit for my home and budget. The operations manager arrived at the house examined and assured me the installation would go without issue. Only problem was I could not be home during installation. (Big mistake) I never doe these kinds of things without being present at home but I decided this is why I am paying more to have a national reputable provider. I was concerned that my wood floors would be damaged during removal of my old unit, but the operations manager assured me they would go above and beyond to protect my floors. I believed him. FAst forward to the day of installation, my fiancee arrived home before me and quickly noticed something was wrong. The installation team was leaving and she did not see them removing and mats or rugs to protect the floor. When she walked into our house she noticed the over whelming smell of pledge furniture cleaner. (Another bad sign). She went on as normal. When I arrived home I inspected the work and noticed my ladder to my ceiling was severely damaged ( it was going to be a tough install so I was not surprised). However to my horror I noticed several large gashes and dents in my hallway floor. My wood floors were extremely slick and MY pledge wood furniture cleaner was laying out with a rag on top. The cabinet door under my sink was wide open. There were clearly short cuts taken to protect the hard wood floor and attempted to be covered up by my own furniture pledge. Needless to say for weeks my now dented and gouged floors were extremely slick. I tried to stay cool and figured the company would help me out. WRONG! I called the office and was directed to a lady to help with claims. She was fantastic but can not deliver results. Eventually she informed me due to extensive background checks she couldn't help me and I should look for my own wood floor repair. Disgruntled I called the ops manager, he informed me he has a players and c players during installation. Unfortunately I got the c players!!! I have intentionally been avoiding posting this to see if the company would support in the repairs but 4 months later........ nothing. No follow up or anything. They received the money the unit was installed and the y washed their hands. Shortly after the install, the nest completely stopped working, while I had my fiancées family in town. It was sweltering hot and we had to go a day without ac. This was the reason I had the new unit installed in first place, to avoid going without ac. The only positive experience I had during install and repair was the technician that came out after 23:00 the next day to replace the nest. I wish I could remember his name but he was fantastic. He had been working since early am and was supportive and efficient. Moral of the story is this, go with a local provider avoid big names such as ars as the larger corporation will not support you if something goes wrong. Be home during installation as whatever damage occurs at your home will not be fixed. In fairness to ars the unit has been working fantastic and the installation was great quality. The issue was the lack of care and professionalism to take care of the home and then own up to the mistakes. Avoid go local. Salt in the wound I was promised I would get refunded for the maintenance checkup if I chose to buy a new hvac. I bought the new hvac and they said it was too late to get refunded for the tune up??????

Rob H.

I recently scheduled an appt. with them on Wed. June 23 as I noticed the a/c unit was not cooling the house. I received three calls from them on June 24th to verify the information I provided, the second call to advise they still had me scheduled between 12 and 5 and then the call from the technician to advise he was on his way. Once he got there he sat in the truck for 15 minutes. He inspected the outside and the inside units and advised the entire system was froze. He said he could do nothing but allow it to unfreeze. He then said I could run the heater to unfreeze it for a few hours but he obviously was not willing to do that because it was close to time to get off. I paid my service fee and he said he would be back tomorrow between 12 and 5 again. Since he was suppose to be the professional I listened. Well on the 25th I called the office at 2pm to see if they still had me scheduled and Stephanie advised they did. Well I waited and waited. At 4:15pm I called back advising that it was almost 5 and I had not heard from anyone. At that time she advised that they attempted to contact me by two numbers, numbers that were under my service contract from when the house was built in 2009, not the number I had provided them on Wednesday. She said, """"I am sorry ma'am we did not have the right number for you, all the while I am getting a survey text from the business at the number they said they did not have while we are on the phone. She asked do you want to have someone to come out on Saturday, I said no I want someone today because I already paid yesterday. Stephanie said okay a dispatcher will call you when the tech is on the way. I waited unitl 7:30 on Friday and no one called or showed up. Then on Saturday I get another survey call from the number they said they did not have. I am so DISPAPPOINTED in this business. I wish would have read these reviews prior to calling them.I don't usually do reviews but this lack of concern and out right mishandling of business with no apologies is unacceptable and if I can prevent anyone else from this headache I will. I am going to do my best to put my concerns on display about the lack of professionalism of this business. Heat/AC and plumbing are serioius concerns.

Richard S.

Run to another HVAC service company! First - had a new HVAC installed without issue- excellent service. I later inquired about a new rebate our utility company was offering on new upgraded replacement units. I called five times before finally getting a person to speak with about the rebate. Second - had a new unit placed in another property and have had no less than seven service calls in the first two weeks from install! Twice the heat has come pouring out during 90+ degree summer weather. Other times, the AC won't turn off, - apparently all of this related to primarily """"wiring issues"""", although the first thermostat was faulty as well as a Freon leak was discovered in the new unit. Now waiting for the service tech to come out again......I will say all of the technicians have been pleasant, however the office personnel have been very non responsive.....

Alex M.

Called ARS on 5/16/16 at 4:40 pm, """"yes sir we can get someone right out there"""". 30 minutes later I get a call """" Hi, this is C _ _ _ _ _ with ARS, can we dispatch our technician?"""" yes please do. Ok, they will be there in thirty minutes Ok Great,,, thanks so much. At 7:20 I called back and the after hours care line put me through to a technician who claims they know nothing of a call. exact words """"we aingotno idea what dispatch dun dit"""". The next day today 5/17/16 they come out and the blower motor is out. It is a $346.00 at carrier and they sell it $692.00, wow now that's a steal huh. But wait we will install the motor, labor tax and all for $1513.57. Holy cow, I speak to Gregg at ARS and he says that number doesn't seem right.. after call back he says we'll do the motor for $650.00, if you buy our ultra violet """"""""""""super super duper germinator"""""""""""""""" air quality system for $800.00. and the home service plan for a $160.00. So in the end a $346.00 motor with ARS roto rooter will cost you nearly 5 times as much. They have a vast difference in what they consider to be the roto rooter because you get rotorooted. needless to say ARS roto rooter can go F*&^ themselves. beware folks,,, scam scam city. they pride themselves on being fair. NNnnoooottttttttttttttt!!!!!!!

Shannon S.

I scheduled an appointment with ARS to service my tankless water heater. They showed up without the flush kit (even after confirming they were coming to do that work two times!). When they arrived at my house, they immediately asked to reschedule, like showing up would help with my frustration!... not sure why they couldn't tell me over the phone so that I didn't wait around my house all day for them to show up at 4:30pm! To make matters worse, they wanted to reschedule for later in the week... not even the next day!... unacceptable!! Just beware - this is a pretty unprofessional operation.

Meg E.

DO NOT USE THIS COMPANY IF YOU VALUE YOUR TIME!!! I called ARS at 10am for a sewage backup in my office building and they said they'd schedule me as an on call and that someone should arrive at my office """"this morning"""" and that a tech would call me when in route. At noon I had not heard anything from ARS so I called them back. I was told we were next in line for service for our assigned SENIOR technician. At 2pm still NOTHING. I called back and they advised me that a dispatcher would call me. At 2:30pm still NOTHING. I explained to the office person that I HAD to leave by 3:45pm to attend to my children and that if they couldn't make it and complete the job then I needed to be added to their schedule for FIRST THING Saturday morning. The dispatcher never called so I called back and was told dispatch would find out what's going on and call me back....STILL NOTHING. Then at 3:34 I get a call from the technician that he is at my office. I never received the 30 minute advance call I was told I was getting. At 5:40 he tells my boss, who had to stay late, that he couldn't fix the problem (mind you he's a SENIOR technician) and he'd have to bring someone else back. Needless to say we had confirmation for a 10am appointment on Saturday. At 10:30 I called ARS and was informed the technician was in route 30 mins AFTER my appointment. I explained my frustration to the CSR and she advised she was in Myrtle Beach but relay my message to the Charleston office. I FINALLY received a call back from the Charleston Office for them to tell me 30 minutes after my appointment time that the technician is """"running late"""" because he was """"stuck in traffic"""" and he would be here by 11am. Let's just say I was not pleased to get a call back 30 minutes after my appointment time and only AFTER I called them. Then I was told they don't make specific appointments only appointment windows and apparently mine was 8a-12p. The only thing that was pleasant about the entire experience is the technician from the Saturday appointment was a pleasant man. I'm not sure if they fixed the issue or not but giving up my Saturday for an issue that should have been fixed on a Friday during normal business hours confirms I will not be using them again.

Patrea S.

The worst customer service experience of my life. Total rip off. I paid for the """"Home protection plan"""" that covers preventative maintenance and guaranteed service within 24 hours. I got neither. I do not get calls back. A/C not working despite 10+ visits in 2 year old 3 BR house. Every time they come out they """"have to order a part"""" which takes a week and then they never call back. The incompetence is maddening.

Sammy S.

Excellent work, meticulous, timely done. Josh provided detailed explanations and useful information.

J P.

Absolutely TERRIBLE customer service from Charleston branch. Will not return calls and don't show up when they are scheduled to. The call center is helpful and just as dumbfounded as I am that service or quality manager won't return my call. Been waiting for over a month for repairs to hvac unit they installed. Cost me $10K. Should have been a red flag that they didn't show up on day of install. I had to call in multiple times after waiting over a week in a 95degree home to find out unit was damaged and they wouldn't be coming that day. Can not recommend and definitely will not use again.

Catherine C.

I got a $39 contract to service my AC. They were supposed to call within 48 hr, which did not materialize after 48 days. After much persuasion, they finally came (Waited from 3:30 to almost 4 before a rep came) and spoke arrogantly and stated that this charge was only for evaluation of the system. The service guy then left saying that there was a short circuit somewhere and that he did not have the equipment to test it. I would easily rate this as the worst AC company I have worked with.