ARS / Rescue Rooter

D. W. S.

We spent over $1000 (including installation) on four new faucets for two bath lavatory sinks, a tub faucet and kitchen faucet at Home Depot. Turns out Home Depot contracted with ARS to install them. Inexperienced ARS guy (not sure he's a plumber) shows up and has trouble removing old lavatory faucets so he takes an handheld electric grinder with a cutting wheel to our cultured marble counter top and cuts four 3 inch long X's about 1/8" deep across the holes in the marble where the faucets go (looks like how people used to cut X's over a rattlesnake bite before sucking out the poison). Unfortunately for us, the new faucet bases aren't big enough to cover the X's he cut in the marble so there are grooves extending out from base of faucets and even visible spaces between base of faucets and the holes in counter top. The faucet sets came with matching pop-up drain stoppers in the box but ARS plumber didn't install them telling us that he'd have to charge us extra to install pop-ups. So now we have inoperable, chrome popups that don't match new brushed metal faucets - not exactly the look we were going for - and not what Home Depot told us. Then, when confronting plumber about damage to counter top he's not wearing a mask inside the friendly confines of our bathroom. Called ARS to complain and a few weeks later they sent out a "Handy Man" who uses some sort of marble filler and a can of noxious epoxy paint to spray paint the entire counter top. Grooves in sink are still visible and rough, but worse, the counter top is splotchy and doesn't match the color or texture of the rest of the marble in our master bath. I emailed Renee at ARS multiple times complaining but basically they have stopped responding to my emails. So the result of the dream make-over of our master bath using ARS has resulted in a grooved counter top that looks like it is made of splotchy plastic and overall the bathroom looks worse than when we began - and our popup drain stoppers are no longer operable. At this point, the right thing for ARS to do would be to replace the marble counter top and send an experienced plumber to reinstall the faucets AND pop up stoppers for free. We have plenty of photographic evidence of our claims which we have sent to ARS. Bottom line is that I strongly recommend that you stay away from ARS for your job. I've given up hope of them fixing the mess they made at our house but if I can keep someone else from hiring ARS - then my work here is done.

Paul W.

FYI: Went with Crows Plumbing out of Round Rock for a little over $2k including new Rheem 50 gallon (not 40 gallon) professional series natural gas water heater with Water Leak Shutoff Solenoid and Leak Pan. Work was excellent, showed up on time with masks and shoe covers and they provided and installed an all new system for less money than ARS wanted just for labor which was $2500. Attached before and after photos.

Michael H.

We were looking at water heaters, Home Depot on line. A box appeared asking if we'd like to get a free quote. We figured why not, we're already talking to plumbers, easy enough to see what Home Depot offers. They sent ARS out, and all I can say is that I really feel bad for customers who aren't experienced in BS detection. Price gouging on steroids, unnecessary work involved that would totally violate your existing plumbing/electrical setup.
We went with a plumber who just simply did the work required for about $3,000 less. The prettier the truck they drive, the starched shirts, the more they advertise, the awesome iPads they show you the nice pictures of water heaters on might be a sign that they've got to pay for all that cool stuff. Go old school and get someone who's real.

Audrey M.

Although ARS and the estimator Collin seemed very polite at our first meeting, everything went downhill from there. At the estimate appointment, Collin made a mistake and provided a quote for installing 2 tankless water heaters and all the gas and vent updates that were required. I made a 50% deposit based on that quote. When the installer arrived (a week later by the way, far longer than Collin had stated the appointment would be), he realized he could not install 2 tankless water heaters because of the diameter of our gas line. This is precisely why we had an estimate appointment. Collin should have done the sufficient review of the situation to provide a proper quote at that time. Instead, I was told a week later at the install appointment that I could not install my 2 very expensive tankless water heaters and that the only option would be to wait for the gas company to up the pressure on the entire home or install traditional tank heaters. I was told by the installer that he would make sure I wouldn't pay more than the $2500 I had already put down as a deposit if I went with the traditional tank heaters. Based on this information, I chose to go that route.

After the job was completed, Collin then told me that the job would cost $5000 as originally quoted. When I argued that this was preposterous, considering tank heaters are much easier to replace than converting to tankless, he then conceded that it should be $4000 for 2 tank heaters. He also never apologized for his initial error at the estimate appointment. He also never sent me an updated invoice after the change was made to our plan.

I understand this may have been due to a miscommunication between me and the installer, but this is why more care should have been made at the estimate appointment. And had an error been made, there should have been a sufficient apology and an updated invoice immediately sent to me. Instead, Collin had the nerve to argue with me that I was saving money. Like I stated to him, what I had an issue with was not the pricing. It was that he had made the initial error and caused a delay, that I had never received an apology, and that the pricing after the change was not made transparent. Had the pricing been transparent and agreed upon, I would have had no reason to be upset.

I am highly disappointed in this level of service with such a reputable company. I would stay away if you want an honest, transparent project going forward.

Hadi J.

Price gouging during a weather emergency is horribly unethical. I was charged $580 for one busted PVC pipe that took 1.5 hours to repair! The only reason I agreed was
1. I thought there would be more to the repair then that.
2. We had been without running water because of the winter storm for over three weeks and had been exhausted from it. The next plumbing company was still weeks away from an appointment here and we obviously could not wait that long. After asking him if he would wait while I confirm with my insurance they would cover this, he said no and that he would come back another time which might be weeks away.

I would have never gone through with this if it was not for the scenario of being without water for 3 weeks and now looking at more weeks of waiting if we had not done it.
I will be filing a consumer complaint with the attorney general of Texas along with the BBB. I suggest anyone to stay away from this company.

Danielle M.

After jerking my mom around on service times causing her to miss a day of work, when the technician showed up today he said he couldn't turn off the water at the street which is absolute BS, then wanted to charge her $336 to replace the faucet to her clothes washer which Christianson did last time for less than $100, and my husband did in an hour tonight When she mentioned that to him he told her "fine call them". Price gouging the elderly after a weather emergency is the epitome of shitty service. Nobody should use such an unscrupulous company ever!

Ray P.

ARS came out to "fix" a issue with our Heating system. The gentleman that came went in the attic to "check" the unit. He came. Ack and said the unit was good but the float in the drip pan was bad so it needed replaced. He was told the unit is blowing cold air and not warm. He pulled the Nest control and said it was bad but didn't have one on his truck. All in all nothing was done and was handed a bill for the float device. The whole time he was here he complained about he had been working all day and was tired. We paid and he left. The temperature was dropping so I called them again. Each time I was placed on hold then disconnected. Finally got them and was told it would be at least a week before anyone could come back out. Finally called another company and they came out that evening. To make a long story shirt, a wire to the Nest was disconnected and the heating element in the attic had a wire Taft gad to be reconnected They fixed it all and heat works great. Tried to get ARS and left "4" messages and we gave yet to be called back.

Jacqui Q.

The customer service at this business has been COMPLETELY AWFUL. Every person I spoke with on the phone has not cared at all or tried to understand my inquiry. I had a tech come out and have practically been begging to move forward with them fixing my water heater and I've encountered nothing but rude and horrible customer service since. I would recommend this hell to no one, after the ice storm in Austin i knew to expect delays but the way this company has treated me is frustrating and sick. FIND ANY OTHER COMPANY, this is not the one. I wish i could give 0 stars.

Jessica B.

Super impressed with how quickly they came out after the storm! Both Omid and Daniel were incredibly helpful and knowledgeable and solved our issue efficiently and quickly!

Sumit P.

Don't trust these guys, look at their reviews online. The are unethical and can't be trusted. I would give them a negative rating if Yelp allowed it.

I have an issue pending resolution and even after repeated attempts to contact them and resolve it, they just sent my file to collections.

I've spoken to multiple agents, who all said we will get this resolved and nothing.

Not only did they not fix our AC problem, they didn't even send another technician to fix it as promised by their manager.

If my issue is not fixed then I will be repeating them to BBB for deceitful business practices.