ARS / Rescue Rooter

Kelsey L.

I never write bad reviews but this one warrants one. We had a very bad experience with ARS. Hired them to install 2 HVACs at $12400 total. They charged my card in full. Came on a Friday and removed the old units and left the house. Zero communication as to why they abruptly left or when they would be back. Called the sales person and he said don't worry they will be back tomorrow (Saturday). Saturday at 1 they still were not there. Sales person told me they were at the house working on it. I let him know that I was at the house and no they were not there and had not been there. Mind you they had already taken the old units and left a huge mess. After calling the office several times (you can't actually reach anyone just their Myrtle Beach call center) and calling our sales person with zero reply back from anyone, they finally called me back Saturday at 7 and said they didn't know what happened but they would be out on Monday to install and would call me Monday to make sure everything was ok and talk about a credit and asked if I hadn't heard from them by noon to call back. The crews did come out Monday and finished the units (left a mess) but of course I never heard from anyone and when I've tried to call, I receive no call back. I will be calling my credit card company if I don't hear back as promised. This is the worst customer service I have experienced in a LONG time. I would go elsewhere for a purchase as big as this. Would not recommend

Terri B.

These people are beyond horrible. What's worse, they don't care. They have their business referred by Home Depot so they rely on one time customers only. I spent nearly $40,000 on 4 air conditioning units and assorted plumbing. It took them over six months to properly install the systems - they did not work. It was only my weekly calls to them and my complaints to Home Depot that finally forced them to fix the issues. Communication is horrible, customer service is non-existent, and management refuses to call owners with complaints. There are so many reputable plumbing and HVAC companies out there. This is not one of them. Run the other way.

Jason W.

Recently had a water heater replaced. Paid a premium amount but they said it would be replaced same day. $2,401 I paid with check. The tech did not seem to like me paying with check. Several times he said Home Depot iPad is difficult to do checks. But that's what I wanted so he did it. After inputting my account information and routing numbers he said it was all good. I found out today that they cashed the check and also has somehow electronically billed me too. They have taken $4,802 out of my account and I have now overdrafted and have issues with house payment among other things. I essentially have no money in the bank. And they don't seem to care either. I have to wait til Monday to contact someone with ARS. Home Depot says it's ARS issue and nothing they can do. However the check was made out to Home Depot. This is absolutely horrible. I don't know what I can do about it but I expect something in return. Someone is going to pay the penalties and fees and give me my money back ASAP!!!!

Jessica K.

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.

John S.

EPISODE VII. !!!***FINAL***!!! (Rescheduled Maintenance call from Monday 9/21 to 9/30 2:00 ~ 5:00PM.) At 3:00PM called ARS and spoke to Jody and expressed doubt that I was on the schedule as I had received an invoice last week with a zer0 balance due and reschedule required. (I had called the day I received the invoice and rescheduled per the above information.) Jody assured me I was on the list and would have dispatch call me. Dispatch called at 3:15 and said I was next. Sound familiar? I called Corporate Customer Relations at 866-803-0870 at 4:27PM and spoke to Vicki to express my concerns over the past several years and explained I would cancel this this unfilled contract if I had no call within the next 33 minutes. She took down the information and assigned an analyst with a name (Amanda), phone number and Email address to make my claim. The call from ARS Charleston office came at 5:09 telling me he would soon be on the way. I told her to call back Xavier (tech) and advise him he had the night off as I will contact Amanda in the morning to cancel and refund the money I paid for zero service. ARS has lost a long time customer who, by the way, bought the last two units from them. Service has degraded to totally unacceptable customer satisfaction and dismissiveness. I suspect they cannot keep a trained loyal intact workforce long enough to get the quality of service the customer requires and needs. This is a management deficiency that needs to be addressed at the corporate level and NOW! I will ask Amanda to read the reviews however, I'm not confident anything will change until Corporate gets involved.

Jimmy B.

ARS was good and especially today. First off they were a day early which was great. I got a phone call and asked if it was going to be okay to do the work today instead of tomorrow and I said yes. That was really good of them to do so. Tony was there soon after the call and started right in changing out the frozen main water cutoff valve just outside our house. You couldn't even tell that he was there, after the work, other than seeing the new cutoff valve. He swept up the work area and also conducted a trial run to show how easy the new valve worked. That's the good thing about ARS. They really concern themselves with the customer, which today, is a lost commodity. They treat your house as if it was their own. You need something done related to they business call them.

Amy H.

My experiences with ARS are a faulty installation that has never been fully fixed, absolutely terrible customer service, and some frankly shady af installers who were the root of all the problems. I have had nothing but issues with ARS since they did my HVAC install three-four years ago. Every problem I have had with my unit has been because of a shoddy installation that took two days for a 1300sq foot condo. Fast forward to Tuesday 9/8, where I call them to come over and look at the leak stains around my vents, and the mold patch on my ceiling by a vent. We set an appointment for Saturday 9/12. Total no-show, I called ARS three times at 11:55, 5:00 and 7:00 and only received one call back. Their contractor was all over town but never called me to tell me he was running late, backed up, overworked, whatever. I was supposed to have someone come over Sunday 9/13 - no one came, no one called.

Maureen B.

started out as routine check of unit-cust service broke part and when he try to fix it broke another part-had to wait a week-long story short - cust service came to the house 4 times and did more damaged each time and we had to wait a week between getting part each time - we are elder couple - ARS didn't even offer fans, hotel room-nothing as of this time we are still waiting for a part to fix the problem-going on 4 weeks of no AC - we have been doing business w/them for over 21 years and this is the way we are treated - they always have a reason NOTE our unit if only 5 years old-

Sean O.

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.

Paul H.

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