Victim of upselling by ARS & failure to disclose equipment/fixtures in 100% UNCONDITIONAL MONEY-BACK GUARANTEE
ARS has an article on their website Should You Repair or Replace Your Furnace which states "Most home furnaces can be expected to last approximately 20 years before requiring replacement." The article goes on to state "In general, as long as your furnace is less than 15 years old and has been heating your home efficiently without trouble, most issues you encounter should simply be repaired."
On 1/25/16 ARS installed a Rheem system that I did not need. ARS used the diagnostic their technician completed on 1/21/16 to justify replacing my 10 year old Carrier unit that was operating efficiently. ARS did not indicate any problem with the zone system, thermostats, or other equipment/fixtures on the diagnostic.
After the install of the new Rheem system, on 1/29/16 ARS documented that my old Carrier system had "no problem with inducer motor; burners were off on limit due to ductwork and blower capacitor. No repairs are needed to burners." ARS has not explained why they recommended I spend $8396 on a new system when their diagnostic and my current consumption history did not support the recommendation. I paid for the system on 1/21/16 with my **** ***** credit card.
The ARS project manager told me my 10 year old Carrier furnace had reached its average lifespan and had major problems. Instead of recommending repair, he sold me Rheem. 3/3/16 I asked ARS to sell me the single stage Carrier system they determined to be equivalent to what I had previously for the cost of the quoted repair since my system did not need to be replaced. ARS has not responded to my request.
On 2/1/16 ARS told me that they don't itemize anything after I requested a detailed invoice of the work done. Even though I didn't step foot in a **** ***** store, ARS told me my contract is with **** ****** Now that the install has gone so horribly wrong, ARS wants to remove "equipment/ fixtures" that were never discussed/ documented as needing to be replaced for the Rheem install. Performance problems documented before & after system failed inspection; 2/11/16 lead tech "Discovered W1 & W2 jumper, thus causing system to run high fire only thus short cycling. Removed jumpers & set up stage timer, removed wireless stats and replaced with 8000 wifi. Will need a 8" damper to central supply in living room."
After I discovered ARS' BBB complaint history, I told ARS and Home Depot corporate offices that I do not trust ARS as the authorized Home Depot installer to do any more work in my home. The Raleigh ARS manager stated they are proud of their BBB complaint record. ARS has agreed to refund my money but wants to remove the "equipment/fixtures" I need for my new install. On 2/26/16 ARS outlined what "equipment/fixtures" they would remove for me to get their 100% unconditional money-back guarantee: "Rheem gas furnace and connections and secure the line in a safe manner; Rheem coil, plenums, and Spaceguard media filters, the drain pan, bypass ****** and venting; zoning board and all thermostats from the home; the CO detectors plugged into the wall outlets; outdoor condensing unit and electrical whip for safety. ARS will leave the new outdoor pad, the new flex duct that was installed, the zoning supply dampers, venting, and other miscellaneous items."
The Carrier "equipment/fixtures" I had before ARS installed the Rheem system are needed for my new install, ARS did not provide any documentation that my Carrier "equipment/fixtures" needed to be removed for the Rheem install. On 3/3/16 I asked ARS to not leave my home in a worse condition and to only remove the Rheem furnace, Media filter and Rheem condensing unit since all other fixtures and equipment were operating fine before they started the work. If the new installer determines the remaining "equipment/fixtures" are not needed then they will be returned to ARS. ARS has not responded to my request.
I am askign for ARS to take responsibility for upselling me a system I did not need, they should sell me the "equipment/fixtures" they identified in their email on 2/22/16 for their quoted cost of repair on the diagnostic, $1007. I will pay a new installer to install the new system and to remove the Rheem system.
To resolve Unconditional Money-Back Guarantee, on 2/26/16 ARS stated, "ARS will make every effort to provide for minimal disruption of your home and also make every effort to providing an environment so that you replacement equipment by another vendor will be as easy as possible." To honor that commitment, ARS should let my new installer determine what is not compatible with the new install and let my new installer remove the incompatible "equipment/fixtures". ARS should agree to pick up their Rheem equipment after the new install is completed by my new installer. Their proposed solution will not provide minimal disruption.On 3/3/16 I asked ARS to not leave my home in a worse condition since all other fixtures and equipment were operating fine before they started the work. If the new installer determines the remaining "equipment/fixtures" are not needed then they will be returned to ARS. ARS has not responded to my request.
I will never do another home improvement project without checking BBB first. I trusted ARS as the authorized **** ***** installer. The new companies I am considering for the install have refused to say anything bad about ARS but have observed some problems with the installation. Each estimator verified the bypass duct is too small; another estimator also observed that the discharge air sensor is in the wrong spot, and does not recommend installing the zone board directly on the furnace. Two have said the system is probably too big but won't know until they do the load calculation.
Lastly, the scope of work from ARS states " I couldn't tell which serve what floors but the (2) 9" (we'll do 10" w/ sw reducers to splice to 9" flex) I think the downstairs is zone 1 and I think the 12" does the upstairs as zone 2 BUT YOU NEED TO VERIFY THOROUGHLY. Use an 8" bypass.there also appears to be another duct directly off the front of the supply plenum that must be a dump zone or something. It's not connected to either of the zoning damper boxes."
ARS installed the wrong size ductwork has continued to make repairs instead of "making it right". The problems have been well documented and I would like ARS to "make it right" by letting my installers determine what they need for a seemless swap out of equipment, pick up the equipment that cannot be used for the install, then fully refund my money.
There is a local company that says "We shall do good work. At a profit if we can, at a loss if we must, but always good work." That is the level of accountability I would like ARS to rise to. They have emailed me about what their profit margins won't allow and have proposed a solution that has me absorbing more than my fair share of the cost. ARS should have never installed this Rheem system to begin with and I would like ARS to "make it right" by selling me the Carrier system for the cost of repair since my furnace did not need to be replaced. I am also asking for ARS to let my new installer remove the equipment/fixtures not needed for my new system since ARS' past performance has proven to be indicative of future performance.
March 28, 2016
BBB of Eastern North Carolina
RE: Better Business Bureau ID# XXXXXXXX
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email dated March 12, 2016, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
ARS has been in communication with Ms. ***** and extended two options to resolve this matter:
1. ARS would replace the equipment at no additional cost to Ms. ***** in the sole interest of customer satisfaction.
2. ARS would honor our guarantee to remove the equipment and provide a refund.
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please feel free to contact ****** ****** directly at (XXX) XXX-XXXX.
Corporate Online Reputation Analyst