ComplaintsforARS/Rescue Rooter

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 11/30/2023 under invoice #********, we had a Rheem 50-gal hybrid electric water heater installed to replace our aging traditional water heater. We are now in the process of selling the home and the inspection revealed the heater to be installed in an inappropriate location. The utility room has an approximately 250 cubic foot space, where the Rheem heater requires at least 700 cubic feet of space for appropriate ventilation. The installation is considered not to code and the doors have to be switched to louver doors to meet code. There was no mention of this issue with our quote for the job or at the time of installation. I attempted to contact the sales representative, ***************************, who quoted the installation, but have received no reply. We are now stuck with the expense of installing new doors before we can sell the home (French doors, installation expected to cost about $750). If this issue was raised with our installation or quote, we may have considered a different product. Either way the installation was completed not in keeping with manufacturer and state guidelines.

  

  Business response

  02/16/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have reached out to ************ and set an appointment for 2/20. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *******************

  , ** 02043

  
  

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Jan. 21st **** I had problems with my Furnace working. ARS promptly showed up to complete work this day and did maintenance on the unit at the cost of *******+. They have a 30 day work guarantee. My furnace stopped working again on 2/8/24. Called ARS to come out and check their work. I had 20 gallons of water in the pan in my attic. I have 3 children and no heat. They said they would be out between 10am-2pm, they never showed, then is was 4pm-9pm and they never showed and said the could not make it out on 2/8/24 and it would have to be the next day between 8am-12pm. They still have not shown up, they have not communicated anything, I have to call each time to find out where they are or that they are not coming.

  Customer response

  02/09/2024

  ARS finally responded the afternoon of 2/9/24 to resolve the issue they created. 

  

  Business response

  02/22/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  Service tech out on 2/9 unit repaired .ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

  Customer response

  02/22/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *********************

  20 **************

  ***********, ** 27525

  
  

• Initial Complaint

  02/04/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had this company out for exactly what the picture from today was theyve been out many many times. I had an initial interaction with a sales person who was completely inappropriate, followed up by the customer service manager, and the big manager who ask to come to my home. When they came to my house, acknowledged and admitted they have video and audio of the inappropriate interaction and lies that were told to me regarding my drain since Ive spent **** more dollars still the exact same problem, I want my money back or I want this resolved with no water coming back into my basement

  

  Business response

  02/14/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have reached out to ******************** and scheduled an appointment for 2/14/2024. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Problems: 1. The cause of the issues (the snaking): Granted this is the typical action I`ve seen taken for clogs, using the proper size snake, correctly is also essential as I have learned from past experiences. In this case use of the wrong size or improper use of it is what took our issue to a grander scale, yet this is not how things are being framed by ARS. In the write up, it was almost spun like drain cleaner or something we did is what caused this. This is egregious seeing we didnt have pools of water pouring thru the ceiling prior to the snaking.2. Inept Communication: There were multiple things in the lack of proper communication that contributed to this situation. From my very first phone call to set the appointment, I expressed the need for master plumber or senior technician. Sending whomever they could get to the residence the fastest compared to the most qualified to handle the situation is something we didnt expect because of what we encountered with ARS in the past. From our last occurrence is where we were advised to always request an experienced plumber for as I have stated, I live in an older home. This started things off on a bad foot & was only worsened with the arrival of the second tech. 3. Similar past occurrence: As I have echoed my past dealings with ARS, this is very similar to a situation we worked thru in the past which Is why I called ARS to not have a repeat by a new company not knowing the old place.On 07/24/2020, the tech at that time had the wrong snake & lead to damages that included: patching, texturing, painting, & opening access panel to repair plumbing shower valves. We were connected with ***** with ************************* repaired the damage from cable repair leak; plumbing & cosmetic work at no charge to me. At the conclusion, we were informed with how to communicate our service needs for future calls and requesting the specific types of techs & this is what I did. ARS is avoiding accountability in a situation they have created.

  

  Business response

  02/13/2024

  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have reached out to ************** and came to an agreement.Agreement attached. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  *****************************************

  ******, ** 80205

  
  

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In May 2022 we were referred to ARS by Lowes to investigate having a mini split AC/Heat unit installed at our house. The sales man came out and gave the expected sales pitch. We were promised that we could have the system removed within one year and receive a full refund if we were not happy with it.Since we have had this system, it has never worked correctly for more than a few days at a time. We have had multiple service calls, each one resulting in our dogs having to be confined in a bedroom or our shop for up to a day at a time.I was told on more than one occasion that ARS doesn't have anyone really proficient with mini splits, and they are still learning them, and they rely on Carrier (the manufacturer) to help them troubleshoot and fix them. The excuse was always that Carrier support didn't answer their phones and didn't return calls.I asked to have the system removed and for a refund. They sent a crew out to remove it, who handed me a paper that they said I must sign before they remove it and give me a refund. The conditions listed on the paper:1) They will refund the purchase price to Goodleap (who is they company they set up the financing through). Nearly everything I have paid since setting this up has been interest, so I will have paid around $1000 that I will not get back.2) I must acknowledge that the "Company may leave the premises in an altered state". When I asked for clarification, I was told they will NOT fix the 3" holes they made in three places from the exterior of the house to interior rooms. This means I will be responsible for that cost.3) That I will not make any unfavorable ("unfavorable" is my summarized term) statements in writing or orally about the company in relation to this installation and work. Reviews exist for a reason. I will not waive my right to make reviews on their service.I simply want them to honor the agreement made at the time of purchase - removal of the system and refund with no stipulations.

  

  Business response

  02/14/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have reached out to ****************, awaiting a callback to fully resolve. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/14/2024

  I don't know what call back they are waiting on. I have no voicemails from them and haven't spoken with anyone from ARS. 

  Customer response

  02/14/2024

   
  I don't know what call back they are waiting on. I have no voicemails from them and haven't spoken with anyone from ARS. 

  

  Business response

  02/15/2024

  
  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email rejection regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have reached out to ****************, appointment set for 2/20 to remove the unit. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/15/2024

  The business insists on me signing their "legal document" in order to obtain a refund. This was not in the initial agreement when I had the installation done. However, I will sign it under protest because I can't keep paying for a system that doesn't work. Given the choice to give them a rating, I give them one star just for showing up.

  Customer response

  02/15/2024

   
  

  From the CONSUMER:

  Sent 2/15/2024 1:44:57 PM

  The business insists on me signing their "legal document" in order to obtain a refund. This was not in the initial agreement when I had the installation done. However, I will sign it under protest because I can't keep paying for a system that doesn't work. Given the choice to give them a rating, I give them one star just for showing up.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this company on 1/23 and scheduled a service because my unit shot out some steam when I clicked the heat up. They sent their tech **** out who then told me I needed a compressor and that my unit was completely shot. He said it was out of freon as well and due to the high cost of the parts and service I was better off just getting a whole new unit. When I told him it wasnt the air I was having an issue with it was the heat he avoided the conversation altogether by telling me my unit was shot. I scheduled an appointment to get an estimate for a new unit and in the meantime realized the unit was less than 5 years old and called the agency that installed it. They came out, explained what the heating coil was doing was completely normal and what the unit would be doing if it needed a compressor and out of freon. To make a long story short, there is nothing wrong with my unit. It was working fine and still is. I have called this company repeatedly since then for a refund of the service fee and have gotten nothing but shuffled around to 5 different people and told that a manager would call but no one has called. When I asked about their supposed ARS guarantee if you are not happy with the service we will either make it right or refund your money they simply said it was non refundable and if I wanted I could call the quality assurance manager.

  

  Business response

  02/14/2024

  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have reached out to the customer and will provide the refund request. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/17/24 (emailed ************ On 8/25/23, Rightime installed a home HVAC sys. A new attic access & return were installed in my ceiling. I was told plaster work would be on me. I did not accept that. I was asked to wait 2 weeks for a contractor to call. 1 month later AHR came to my home. Owner told me he only got 1 call about my home. I WAS FORGOTTEN. I told AHR my Mainroom was too hot. He looked and told me he could fix the issue. 1 week later a roof inspector told me my new AC was NOT COMPLETELY bolted down & could cause a roof LEAK. I got on the roof, took pictures. I called Rightime because heavy rain was expected in Sept. It rained for 3 days. My roof leaked. Before it rained 3 NO CALL/NO SHOW appts. were made. The 4th appt., I reminded them of the "100% Satisfaction Guarantee" (or pay $0). The City Inspector approved the work and said another vent w/ducting could be added. I kept asking for a second ceiling vent in my Mainroom. I was told NO, w/o reason, but I kept calling & FINALLY an appt. w/F.Mgr. was scheduled. He was a NO CALL/NO SHOW 11/6/24. I texted him & rescheduled 11/13/24. He saw my home & needed to write a proposal/estimate to be sent 11/14/24. He FORGOT. I told him, "I was not satisfied w/the service I received," & he finally sent the proposal for a booster fan. I asked if the ductwork needed to be changed. He said, "NO". I doubted him seriously! And I was right to do so. I made an appt. for 11/27/24. The booster fan was installed & removed the same day because it was TOO LOUD. Adjustments were made & a vent installed. I texted F.Mgr. 12/23 & 1/11/24. My Mainroom was still cold. He finally replied & said we would speak in the afternoon. He never called. I texted him again. He said ******** would be needed. ******, I asked if new ductwork could resolve this before a booster fan was tried & I was charged $350.00. I contacted a mngr. on 1/12/24. She said she would have him call me. I have not received a call back from either as of 1/29/24.

  

  Business response

  02/14/2024

  
  American Residential Services, LLC D/B/A RighTime ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We are reviewing the complaint and hope to reach an amicable resolution.
  We did increase the return air and add a better return grill,
  We are not able to get ducting to the room she is requesting because it was built behind the garage and to get another duct out there, we would have to go through a firewall (not code) into the garage and back into the room.
  Someone did do that prior to us replacing the unit. But it is not to code, and we cannot add another.  See attached picture.
  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  02/14/2024

  Rightime ****************** Manager ***************************) has claimed she contacted me (no date or time can be provided because I never received a call, text or email) about a ductwork correction/resolution for the ventilation problem I am having in the Main bedroom of my home.  I received an email from ********** (Case #********) stating I refused the resolution for ductwork, but NO ONE EVER CALLED ME from Rightime.  Just be be clear, I was NEVER contacted by *************************** or anyone else regarding a resolution to the ventilation issue at my home (Main Bedroom) and ********** has relayed to me by email ************** is stating that I made a refusal of their (Rightime Home Services) offer of resolution.  This is a LIE!!!!!

  Customer response

  02/14/2024

   
  Complaint: 21233185
  
  I am rejecting this response because:  According to ********** (CASE #********) I refused Rightime's offer of service to correct the ventilation issue at my home in my Main Bedroom.  THIS IS NOT TRUE.  ********** (****************) has requested ***** contact me on several occasions and ***** has not complied, while fully aware a complaint had been filed against Rightime with **********.  Because it is hard to attach the emails I have sent regarding this matter I have pasted some of the information below. 
  

  ******,
  
  
  
  
  
  *************************
  ************
  
  
  To: ************* <***************************>
  
  ******,
  
  To: ************* <***************************>
  
  I was NEVER contacted by ***** and was never given the option to accept or decline ductwork.  I will be calling the number provided below.
  
  
  *************************
  ************
  
  
  From: ************* <***************************>
  
  Good afternoon *******,
  
  
  I'm sorry The ********** is was not able to come to an amicable resolution with this case. 
  
  Please reply to this email to acknowledge receipt. You may also contact ************* at **************, *************, Option 1.
  
   
  In 3-5 business days, you may receive a survey regarding the level of service I provided you. This survey is specifically targeted to my service to you only.
  
  Regards,
  
  
  ****************
  The **********-Store Support Center
  Resolution Expediter-Services
  ************************
  
  
  --------------- Original Message ---------------
  From: ************* [***************************]
  Sent: 2/8/**** 5:58 PM
  
  Good afternoon *******, 
  
  
  As mentioned during the voice message I left for you this afternoon, the permit ********** pulled is for the **** unit we installed.  The install passed the inspection and the unit is working as designed. 
  
  The unfortunate issue with air flow to the add-on room is a fault exists at some point in the duct system within that room. You and I have previously spoken about that in previous calls and understand the design of the ducts were improperly constructed preventing the flow of air into that room. 
  
  I can request a copy of the contract to be emailed to you so it can be confirmed if the terms of the contract have been fully met. Also, there are options to correct the duct system, but it may be an additional cost to you if that is not covered in the contract signed at the point of sale. 
  
  I will follow-up with you again on or before Tuesday, 2/13/24.
  
  Regards,  
  
  ****************
  The **********-Store Support Center
  Resolution Expediter-Services
  ************************
  
  
  --------------- Original Message ---------------
  From: ******* G [********************************]
  Sent: 2/8/**** 3:30 PM
  To: ***************************
   
  This Message Is From an Untrusted Sender
  You have not previously corresponded with this sender.
  Report Suspicious
  
  ******,
  
  It seems we have missed each other since Rightime (*************************** or ***********************) has provided you with an update to basically state they won't correct their work.  Just to be clear, I have still not been contacted by Rightime, which is typical of how they have chosen to ignore me.  This issue of being ignored has been going on since late August/early September of 2023.  Below I will address the three points you have stated to me in your email response.  
  
  Current **** Ducting.  My home was built in **** and was expanded in square footage in approximately the ****s or 1980s.  It is my understanding; the expansion was done with a permit.  The ductwork performed during that time is not going to meet the current **** ducting standards of ****.  My old **** unit failed during one of the hottest months of summer.  The date was approximately August 22, 2023, when I called ********** and you recommended Rightime.  *****************************, Rightime Salesperson and **** Expert came to my home.  **** inspected every room of my home, got on a ladder and inspected my attic spaces in the main part of my home and in my garage, where ******** is visibly extends from the livingroom wall into the main bedroom.  I made sure to point this out the ductwork in garage to him and the rooms that were added-on to my home to expand the home.  He also got on my roof and looked at the A/C unit on my roof.  He recommended the installation of a new Lennox split **** system (furnace in the attic and air conditioning system on the roof), as is, meaning no new ductwork was ever recommended by Duke.  During his sales pitch, he explained to me and my elder disabled mother, who was in danger of heat stroke, how much confidence he had in Rightime because he had sold his **** company (located in ***********, **) to Rightime (ARS) after working over 30 years in the **** profession.  He said he wanted to get closer to retirement and be available to care for his schizophrenic daughter.  **** was the first person from Rightime to see my ductwork and did not recommend any changes.  As an expert, it seems he would have been able to point out any potential problems to come including the need to bring my ductwork up to code, with the installation of a new **** system, but he did not.  It stands to reason, as an expert he should have made the recommendation.  The other Rightime **** experts to see my ductwork was the two-man installation team (*** and *******).  Duke bragged on ***** expertise and said I could look forward to having *** be my installer to resolve my **** issues.  He also provided me with his contact information and said I could call him if I had further questions.  When I started having issues, I called Duke.  He did not return my call (my cell phone can provide proof).
  
  Pulling Permits.  If permits are going to be brought up at this point, it seems they should have been pulled before the work began.  Now that I have pointed out the level of expertise that was at my home,  Let me explain what happened when ************************* came to my home.  He laughed at the ductwork in my garage and said, "The inspector didn't see this did he?  Because if he had, you wouldn't have passed the inspection".  I am not sure if **** will receive a commission for making sales, but I trusted ********** to send a company that would complete the work to the standard of EXPERT.  This has not been true.  **************** you have pointed out during recorded phone calls (I paraphrase your statement to me) "the product installed has to work as intended."  It (the **** system) does not and Rightime boasts of a 100% satisfaction guarantee .  My main bedroom is still not receiving prover ventilation to either be cooled or heated as required per the weather and temperature.  As I type my response, I am using a space heater to heat my main bedroom, or I will FREEZE.
  
  Resolution Cost.  I have already paid $350.00 for a FAILED ventilation resolution attempt suggested by *************************, but he no longer works for the company.  As I see it, I paid to have my current ventilation system retaped, some of it was removed and discarded, and a new ventilation diverter installed in my main bedroom ceiling.  If the ductwork was the issue the whole time, why won't anyone contact me and tell me????????  At the risk of sounding sarcastic.....it is because Rightime doesn't care to pick up the telephone and call me and now I can't get a return phone call from ********** (I have left three messages and made four call attempts since February 7, ****, and February 8, ****).   
  
  Also, I am requesting a copy of my contact with Rightime be sent to me.  I am making this request to you because even before I placed a complaint with ********** about Rightime, they were not responding to my calls.  I need to know what my contract says.  Thank you.
  
  
  Regards,
  
  
  *************************
  ***********************************************************
  ****************
  ********************************
  
  
  
  From: ************* <***************************>
  Sent: Wednesday, February 7, **** 12:26 PM
  Subject: RE: [EXTERNAL] Re: Case: ******** [ ref:!00D500JUFY.!500Hs021RtIX:ref ]
  
  Hi *******, 
  
  I just called and left a voice message for you.  There are a few issues to be concerned with at this point being: 
  The duct work in the add-on room doesn't appear to be up to code.
  We are in process of confirming with your County Permitting Dept. if a permit was pulled for the duct work in that room. If it was, added work can be done.  If not, no work can be done.
  There is a resolution to correct the air flow to that room; however, there will be added costs to you.
  As I receive updates, I will share them with you.  Please reply to this message to confirm receipt.   
  
  
  ****************
  The **********-Store Support Center
  Resolution Expediter-Services
  ************************
  
  
  --------------- Original Message ---------------
  From: ************* [***************************]
  Sent: 1/30/**** 11:50 AM
  Subject: RE: [EXTERNAL] Re: Case: ******** [ ref:!00D500JUFY.!500Hs021RtIX:ref ]
  
  Hi *******, 
  
  ***** confirmed you are scheduled for Monday, 2/5/24.  Were you contacted to confirm that date?
  
  
  
  ****************
  The **********-Store Support Center
  Resolution Expediter-Services
  ************************
  
  
  --------------- Original Message ---------------
  From: ************* [***************************]
  Sent: 1/19/**** 4:41 PM
  Subject: RE: [EXTERNAL] Re: Case: ******** [ ref:!00D500JUFY.!500Hs021RtIX:ref ]
  
  Good afternoon *******, 
  
  You may contact me my responding to this email or at my direct extension below my signature line. You may also contact ************* at **************, Option 1. 
  
  I will follow-up with you on Wednesday, 1/24/24, and share with you any status updates I have from the field team regarding next steps to the resolution. 
  
  
  Regards, 
  
  ****************
  The **********-Store Support Center
  Resolution Expediter-Services
  ************************
  
  
  --------------- Original Message ---------------
  From: ******* G [********************************]
  Sent: 1/17/**** 5:26 PM
  To: ***************************
  Subject: [EXTERNAL] Re: Case: ******** [ ref:!00D500JUFY.!500Hs021RtIX:ref ]
   
  This Message Is From an Untrusted Sender
  You have not previously corresponded with this sender.
  Report Suspicious
  
  This is the information online to contact ******** to place a complaint.  The telephone number is for a *******************  Business Profile - for - RighTime Home Services ********* - BBB [bbb.org].  Consumers may contact American Residential Services directly at their **************** at **************, or via email at ********************************* prior to filing a complaint with the BBB in order to be given the opportunity to resolve the matter directly with them.  *************************************************************************************************************************************************************** [bbb.org]
  
  To: *********************, CEO American Residential Services (*********************************, Headquarters **********************************************************************)
  Fr: ************************* (*************************************************************; 92335;  ************)
  Date: January 17, ****
  RE: COMPLAINT from an Unsatisfied Customer- ******************** Received from Rightime/American Residential Service (ARS) are Sub-Standard
  CC: *******************, CEO ********** ************************************************************************;Go to the Better Business Bureau website [bbb.org]
  CCC: ********** Resolution Team (January 17, ****, 1:14p.m. P.S.T. spoke with the ******* Resolution Team Case#******** 1-877-467- **** Option 4,3)
  
  I need you to understand I am COMPLETELY UNSATISFIED with Rightime.  No one should have to call a company this many times for basic service!!!!!  
  
  Here's why!:
  
  In August 2023, my home AC unite broke.  I contacted ********** to recommend one of their affiliate contractors for **** services.  Rightime was recommended.  Duke Dukeshere (Sales Rep.), came to my home, and recommended a new Lennox split system installation.  The air conditioner and furnace were installed on August 25, 2023, by Technicians *** and *******.   Also, per *** a new attic access was required to be installed because my current attic access was too small and "would not pass inspection."
  
  Problem (1)
  I cooperated with the installation of a new attic access and relocation of the return.  I was told the old attic access would NOT be closed by Rightime.  Any plaster work would be my responsibility.  I did not accept that.  *** contacted management and ***** told me All Home Remodeling would complete the plaster work in about two weeks and that I should wait for a call from a contractor.  One month later no one called me.  I called *****.  She then placed a call to All Home Remodeling (AHR) and their owner came to my home.  He informed me he had only been called ONE TIME regarding my home.  
  I WAS FORGOTTEN.  
  
  While the owner of AHR (I think his name is Amour) was at my home I told him about the lack of cooling/heating in my Main Bedroom.  I showed him my Main Bedroom and the attic access.  He said he often completes "this kind of work" on behalf of Rightime and that he believed he could add another vent to cool/heat my room properly. Other rooms were also hotter than they were before the new system was installed. 
  
  Problem (2)
  One week after the **** unit was installed, I had my roof inspected.  I was informed my new Lennox air conditioner unit was NOT COMPLETELY bolted down and could cause a roof LEAK.  I got on the roof with the technician and took pictures of what he informed me about.  The Technician (*******) did not complete his work.  I called Rightime customer service because heavy rain was expected in early September.  It rained for three days.
  
  Problem (3)
  I now have a YELLOW WATER STAIN in my roof.   
  
  Problem (4)
  Before the rain actually came THREE back-to-back appointments resulted in THREE (3) NO CALL/NO SHOW appointments to completely bolt down, secure and seal the air conditioner properly.  When I made the FOURTH APPOINTMENT, I had to remind the customer service agent of the "100% Satisfaction Guarantee" (the customer is 100% satisfied or they pay nothing) and THREE NO CALL/NO SHOW appointments.  FINALLY, a technician arrived the next morning.  Again, I had to REMIND YOUR EMPLOYEES of YOUR CUSTOMER SERVICE POLICY in order for my situation to matter.
  
  No explanation for the missed appointments was ever provided by management or the technicians who completed the work.  Also, no one wanted to give me a name and number to contact the field manager, who I now know is *************************.  
  
  Problem (5)
  After the *************** inspected the work, I asked the City Inspector if another vent could be added to my home.  The inspector told me I had, "more than enough capacity to add another vent to my home."  Some rooms were not being cooled or heated as the old unit provided.  I began calling Rightime to correct the problem.  Technician ****** came to my home and adjusted the vents.  The vent adjustment did not correct the temperature in my Main Bedroom.  I kept asking for a second ceiling vent to be added to my Main Bedroom.  I was told NO because **** would not allow his technicians to enter my attic. I had to place several telephone calls to pushing and have the issue corrected.  I kept calling and FINALLY an appointment with **** was scheduled. 
  
  Problem (6)
  **** finally made an appointment with me to look at my Main Bedroom and the attic access.  He was a NO CALL/NO SHOW for the FIRST appointment (November 6, ****) and did not contact me to request cancellation/reschedule.  I had to contact him.  He rescheduled for November 13, ****.  When he saw my home, he informed me he would send me a written proposal by email on November 14, ****.  He did not send the proposal.  I had to contact him.  I told him, "I was not satisfied with the service I have been receiving," and them he finally sent the proposal.  The proposal for was a booster fan to be added.   
  
  While **** was at my home looking at the soft piping in my garage, I asked if the soft pipe ductwork could be changed out to hard pipe to correct the heating/cooling issue.  **** told me, "no".  I doubted him seriously!  And I was right to do so (see Problem 7).  I made an appointment for November 27, ****.  
  
  Problem (7)
  After the booster fan was installed, it was tested and had to be removed because it was too TOO LOUD (Technicians ********************** and ******* completed the work).  I asked if a quieter model of the booster fan could be installed.  I was told no because Rightime only uses a particular kind of booster fan.  Other adjustments were made and a new ceiling vent was installed.  I told ****, I would test the updates for about two weeks.  I was told this was one of two options that could be done.  The second was the second ceiling vent.  This is what I had been asking for all along (in a discussion on the telephone with ****).   The weather in ********** was warmer than usual and did not turn cold until mid to late December.  I contacted **** before Christmas and after Christmas and January ****, letting him know my Main Bedroom was still too cold.  He finally replied in January, and said we would speak in the afternoon.  He never called me.  I texted him again and he replied regarding having done all he could and the *************;would need to be changed.  You will recall, I asked if new ductwork could resolve this before we tried his idea of adding a booster fan, which was removed because it was TOO LOUD (Technicians ********************** and ******* completed the work).  Also, they were able to enter the attic space by widening it.
  
  Problem (8)
  I contacted ***** on January 12, ****.  She said she would have **** call me.  I have not received a call back from either as of today, January 17, ****.  I also plan to send this letter to ********** Corporate Offices.      
  
  *************************
  ***********************************************************
  ************
  ********************************
  
  
  From: ************* <***************************>
  Sent: Wednesday, January 17, **** 3:52 PM
  Subject: Case: ******** [ ref:!00D500JUFY.!500Hs021RtIX:ref ]
  
  Good afternoon ******************,
  It was a pleasure assisting you today and please feel free to reply with the letter.
  
  
  ******************
  The **********-*************
  Resolution Expediter-Services
  PH:********** opt 4, opt 3
  
  ref:!00D500JUFY.!500Hs021RtIX:ref

  
  Sincerely,
  
  *************************

  

  Business response

  02/22/2024

  
  American Residential Services, LLC D/B/A RighTime ("ARS") has received your email rejection regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  This job is complete, and no additional work is to be done. Customer has requested that we wait until the city reinspects her system, even though it passed. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/22/2024

   
  Complaint: 21233185
  
  I am rejecting this response because:  Rightime has had their technicians enter the attic space to place ductwork in this area and charged me $350.00 for the cost of the project.  There no firewall that impeded their access and at this time they are hoping the statute of limitations will run out.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a water leak and they came out and gave me an estimated and on some piping that that needed to be replaced due to the freeze on the paperwork they replace 40 foot of 1/2 inch galvanized under home with pex pipe with a one year warranty for parts and labor **** freeze happen again and I reached out to them to let them know. They told me that that was on me since I did not wrap up my pipes like I should have OK I had someone else to come and look at the pipes because my water has been off for almost a month now, they came out today which is February 1 and told me that they did not replace the 40 foot of 1/2 inch galvanized pipe under my home. They measure it and it was only 15 feet so I called them immediately and I have been waiting. They told me someone will come out between eight and 10 today. I had someone to come over due to me not being able to hear and being elderly I needed someone else in my home with me , it is now 1:27 PM on February 1 and I still have not received a call for someone to come out. I have reached out to them and they keep saying someones coming someones coming. I did reach out to them before today and someones supposed to call me back and no one never called me back until someone came over here to my house to call them for me . I will upload the photos that was taken from under my house today February 1 from the pipes that was supposed to be replaced.

  

  Business response

  02/05/2024

  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We have made the necessary repairs. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Contract was signed on 9/14/23 with a stipulation that I would receive a SMUD rebate of $3,500 and that they would take care of the paperwork. Apparently they lost or misplaced the paperwork and I can't get anyone at Beutler to call or email me. The job was for a heatpump gas to electric with a price of $19,910.

  

  Business response

  02/14/2024

  
  American Residential Services, LLC D/B/A Beutler ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We spoke with the customer and sent the paperwork we need for them to fill out for the **** rebate. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/14/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *********************

  ***********************************

  *********, ** 95747

  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In August of 2023 we purchased a new heating/air unit from ARS rescue rooter out of ******** **. Day one of install the men were at our house from around 9am till 8:30pm when my boyfriend finally had to ask them to leave that we had work the next day. We kept asking what was going on why was it taking so long? Thats when they told us the unit was faulty. So the changed it out the next day. We have had the brand new $15000.00 unit 5 months and someone has been out to our home over 6 times with problems. The system blows cool air while the heat is on. Whatever the temp is set to the unit will blow all day and NEVER reach the temperature. If you set your thermostat to say 73 on the nights it got down to 15 degrees here we woke up to the temp reading in the house at 62 degrees and cool air blowing throughout the house! Every time someone comes out they say this is normal! Not to mention it sounds like a train out in the yard it is so loud, like it is about to blow up they also said this was normal. We try over and over to call NO ONE calls back. As of 1/30/24 my boyfriend finally spoke to ***** someone was coming out they did not show so then again we were told they would definitely come on 1/31/24 and again NO ONE showed. My boyfriend called ***** again a couple times he never returned one call! We are at the end of our rope!!!!!!! We are out $15000.00 for a unit that has been c*** from day one and a company who is worse than the unit! There is no way you should have had to come out and work on a NEW system more than 6 times in 5 months we can not continue to miss work to sit at the home and wait on people to never show our even call us back! We wont this matter resolved asap!

  

  Business response

  02/01/2024

  American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
  We are replacing their heat pump. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

  
  Sincerely,
  
  *************************

  282 *************

  ******, ** 30680

  
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩