ARS / Rescue Rooter

Brad P.

I really don't know what to say Salesman sold me on buying a new unit and his strongest selling point was their service and availability Well I purchased a full heating and air unit and the installers didn't test the drain 2 months later I realized my floor was damp looked under my house to find flooded flooring and insulation and duct work was crushed by weight of insulation I called in 7/22 to report they promised someone would come never showed finally after 3 days of no air during 90 plus weather they show up and promise to make arrangements to repair it's now 8/05 and I've gotten empty promises to resolve and no one has come by since the 25th of July I'm left waiting and calling. I have reached out to at least 4 people in the company and no one has bothered to follow up and keep their promise to resolve this li have never felt so helpless and ignored in my life Moisture builds daily, I run a fab 24/7 to try to minimize moisture and only half the duct work is usable so my unit struggles running constantly and I fear mild and mildew will be next

L 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.....

Ann F.

We purchased a new HVAC system from this company about 5 years ago, so when our unit began making loud noises we called them for the repair. We paid $278 for the non-emergency service call and diagnostic fee and were told the fan motor needed to be replaced. We were also told the part was under warranty and had to be ordered, and we would be charged for labor only when the part came in. The tech came this morning and replaced the fan, which took less and 1 1/2 hours to fix. We were charged $510. I expressed my concern about the amount and verified again that we were not being charged for the part. The tech confirmed that was accurate and said that the charges were set by corporate and I'd need to discuss it with them. When I asked for a receipt and itemized invoice I was told it was in my email. Sure enough, a receipt was there but no invoice! After several phone calls (and no invoice) I finally spoke to the """"quality assurance"""" person. Now I completely understand being billed a full hour for any portion of an hour, but that still means we were charged an hourly rate of $255 per hour! Her """"excuse"""" was that """"you need to understand that you are also paying for orher things like the technicians' expertise."""" """"Which is why I need an invoice! What other things am I paying for?Because apparently expertise is """"extra"""" with this company."""" She finally admitted that we were indeed paying $255 an hour! When I questioned this rate she just said, """"Well, thats what it is."""" We should have been given an invoice prior to requesting payment; I have never dealt with a company that did not provide one at the time the work was completed. Our questions of exactly what the $510 paid for are still basicall unanswered, as they are likely trying to find a way to justify those exorbitant charges, because there's no way we should be charged that much per hour! If you value your money I would not recommend using this company!

Donna V.

If I could give a star in the negatives!!! This company replaced our two units three years ago and we've had them out no less than 3 times a year for one thing or another, each visit costing hundreds. After attempting to engage our downstairs heat this past week, of course it would not turn on. We called Tweedy's Heating and Air of Mt pleasant. In no less than 5 minutes, the technician discovered the gas turned OFF to the downstairs unit. No one has been in our attic in over a year other than ARS, much less to manipulate the gas lever. We are so upset we allowed ourselves to be manipulated for so long. Dave your hard earned money- SKIP ARS!!!

Brad B.

ARS was very kind to us when our Nest thermostat went bad. When I called, they informed me that the warranty through them had expired but was still covered through Nest. In stead of them making me go through the process, they came and replaced it for $50 and it only took 2 days. I would definitely recommend them for all your hvac needs

Sandy S.

I was a customer of ARS for about 20 years. 2 years ago I had them install a complete new unit. Upon their recommendation I increased for a 17 to 20 seer rated unit. From the start there were problems: it was not installed properly, there were massive air leaks, the drip pan was too small for the new unit and there were water leaks and so on. It never got any cooler than the old unit. I tried several times to talk to the manager and he was never available and never returned my calls. After a year of trying and numerous service calls with no joy (labor warranty expired) I got a recommendation from a friend and went with another company. What I learned: The connecting duct work was too small for the increased capacity of the new AC. The zone system (that ARS installed earlier) was not compatible with the new AC. The wiring and the heater vent was not done in accordance to code. And so on and so on. Through out the years (20 years) I was using ARS for twice annual service calls, there were some great technicians but the majority seemed to just come and pulled a fast service. BOTTOM LINE: DO NOT USE ARS.

Tj E.

We used ARS to install a mini split AC unit. Unfortunately they installed it poorly (they admittedly did not clamp and secure the drain from the unit) and as soon as the humidity started to climb we started having leaks and water dripping all through our drywall, around the door jams, and in our brand new floors. They came out and fixed the leak and then sent out their contractor to start the repairs...but now for 3 weeks...we have been waiting on repairs. We call them and there is no response. They reply to yelp reviews with a number that does not work (we have called them all). I finally have resorted to calling the corporate office and am waiting to hear back. I get that mistakes happen, and we didn't badger them about that...but not taking care of this in a reasonable manner is quite frustrating. At this point...i would stay far away from ARS. Update #1 WE HAVE reached out to corporate. Just like the local office, we are waiting to hear back. I'm not sure how patient you want us to be. It's been almost a month!! Your contractor was all set to begin work last week but then was told he couldn't please get this resolved as soon as possible otherwise we will have to consider legal action. Update #2: And yet another day...without a phone call or response from ARS. We called twice yesterday (Monday). Twice last Friday....no response. Not an appropriate way to treat your customers.

Jeff B.

Too many other choices than this outfit. Misdiagnosis, dozens of phone calls, lack of follow through, lack of integrity. Four people came out to my home to NOT fix the problem and actually created new issues. Got a refund for all my trouble.

Bonnie B.

This company sucks. They were called for an annual heat exchanger tune up/cleaning. They sold us on a package you pay $14 per month and they will also look at your plumbing. We said OK. The very next day our sewer line plugged. They charged $450 and removed the toilet to snake. They suggested we pay extra to have an outdoor cleanout installed. I declined. Later I found it was already there. No need to pull the toilet at all which of course cost extra. I canceled their monthly bullshit service and they stopped charging me. A few months later they started charging me again. They are crooks. There are enough complaints out there we could easily start a class action lawsuit against them. If interested email me cooleys1@yhoo.com They scammed and overcharged me, plugged my toilet, then charged me extra for not having an outside cleanout which I have.......so corrupt. Promised a manager would contact me to resolve the issues and no one ever called. They need to get sued and pay for being so corrupt. Run from this company.

Rick W.

(TL;DR, I waited for 6 hours, when given a 5 hour window, for a service call that took 10 minutes, due to the utter lack of ability within the dispatch / main office to schedule, and coordinate the efforts of their employees, in order to get the job done. 0/10 recommend this company. In light, the technician did a wonderful job assisting me, and answering all my questions when they finally showed up (to which I do not place the blame on the technician, but the managerial staff).) To open, I would like to remark that this comment about the level of quality of the technician that was allocated to my service call. The respectful demeanor, experience and level of knowledge of the technician seemed more than adequate. He gave very clear, and concise answers to all of my questions. I appreciate his contribution to his company, and to customers. I would really like to focus on the customer service from their main office. Because I lack the ability to find a better term, I will continue to use terms like """"dispatch"""" and """"allocate to service call"""", because I feel those are most appropriate. My statement is this. The dispatch office that allocates technicians to service calls, and appointments, is probably by far the worst I have ever seen, in all of my time dealing with various companies that handle the support of household utilities. I would probably rank them with Comcast. When you give a customer a definitive 12-1700 window that the technician will answer your service call, you make that happen. You look at who you have scheduled that day, and you allocate, and reallocate technicians to various service calls as required in order to make that window. I was also informed that I would be given a courtesy call at about 45 minutes before the technician would be on their way. I called at approximately 1400, on Tuesday 12/11/2018, to check on the status of the technician dispatched to my service call. I was informed that the person allocated to my request was finishing up their current call, and that I was next in line, and they should be here shortly. I hung up, satisfied with my answer, because I did not believe it to be unreasonable. I called again at 1617. I was given the same answer as the first time I called. I hung up again, a little frustrated, but again, understanding that some calls, for some situations can run long, considering the unknown reality of each service call going into it. The initial symptom or problem identified, could always be the result of another underlying issue, and would not be discovered until well into the investigation process. I called AGAIN, at 1730, now 30 minutes passed my service window. Met with the SAME answer. Before I allowed myself to speak in an unprofessional manner, I cut the conversation very short. I had to take a half of a day off of work, and not be available to pick my daughter up from school in order to wait for a service call, that was no where near on time. I find it completely unreasonable that expectations of timely service are so low, that the people in charge of dispatch, and ultimately responsible for allocating technicians to service calls, cannot get their own boards straight. I get a call back from the main office, telling me that my name had been allocated to 2 technicians. (One would think that you would get service, in half the time, but no). Due to the confusion, this caused a significant delay in response to my service call (which was very simple I might add) I find it completely baffling that a company that day in and day out, schedules, and re-schedules their personnel to various service calls, cannot figure out a simple resource allocation program. This was my first time dealing with ARS / Rescue Rooter in Charleston, and I do believe it will be my last. If I cannot count on the timeliness of scheduled service calls, how else are they going to let the customer down?