ComplaintsforARS/Rescue Rooter

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 13 ****. Called service to fix toilet, said would be here between 10 and 12. After 3 more calls to them he arrived at 4pm. Was here less then 30 min. He told me the bill was $140. Then we get a bank charge for ******. Also said he would e-mail **** receipt that we signed but did not receive. Please help getting our ***** back. Thank you *************************

  

  Business response

  02/12/2024

  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 reached an amicable resolution.ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired ARS/Rescue Rooter to inspect my **** furnace system on 01/18/2023, as the heat in my home was not working. On 01/18/2023 at approx. **** EST, the ARS agent came to my home and and conducted an inspection on the **** unit in the attic. He stated the no heat problem was temporarily fixed, but would need a more permanent repair. He stated the inducer motor was not drafting properly. I asked about the cost and time frame it would take to fix the issue. I was told it is approx. $1400 to fix and the part should take a few days to come in. I stated to the agent, this **** was still under warranty, as the home was built in 2020. He stated the $1400 was the warranty price. Due to the inclement weather we were experiencing in **, I chose to proceed with servicing my unit. The agent collected payment before leaving and said that I should receive a detailed invoice via email. Upon looking at the invoice, I did not see a clear price breakdown on what I was paying for as a consumer. During this time, I called my **** maker to ensure that my unit was still under warranty. The **** maker confirmed my specific unit is still under warranty and the part should be of no cost to me. I then called the listed number of ARS to inquire further about the invoice and my responsible costs. I placed a call to ARS on 01/18/2024 and 01/19/2024, respectively. I was told by their agents I would receive a call back in ***** hrs from their accounting department. On 01/27/2024, I had not received a call back from their accounting department and placed a third call to their listed business number. During this interaction, I was told I would receive a call again within ***** hrs. It is now 01/29/2024, and I have not heard about an update on the part, nor from their accounting department to gain a better understanding of the price breakdown. This company has not honored their ***** hr promise. The **** is no longer working. I do not wish to do business with this company and request a refund.

  

  Business response

  02/07/2024

  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 reached out to the customer and provided the refund. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *************** technician inspected my Hvac system. He said it was unsafe and quoted $10,000 for repairs, and suggested replacing the system. He said it needed heat exchanger ,evap fan, and gas valve. I spent $2500. for the parts and planned to do the work myself. The system was inspected by another technician, and he said it was in perfect operating condition. I am unable to return the parts and would like to be refunded the $2500. that I spent on the parts.

  

  Business response

  02/07/2024

  
  American Residential Services, LLC D/B/A *************** ("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. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/10/2024

   
  Complaint: 21204034
  
  I am rejecting this response because: The response does not address my complaint. No settlement has been offered. It only stated that my complaint would be looked into. I didn't even receive the courtesy of an apology. Exact documentation of the transaction, with copies of receipts has been mailed to the ********** ********** of ******** Affairs, as well as to ***************.

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

  Customer response

  02/10/2024

   
  Complaint: 21204034
  
  I am rejecting this response because: The response does not address my complaint. No settlement has been offered. It only stated that my complaint would be looked into. I didn't even receive the courtesy of an apology. Exact documentation of the transaction, with copies of receipts has been mailed to the ********** ********** of ******** Affairs, as well as to ***************.

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

  Customer response

  02/12/2024

  I received a check today from *************** to cover the cost of parts that I purchased for my furnace that were not necessary. I am satisfied with their response and posted a positive review on Yelp.

  

  Business response

  02/12/2024

  American Residential Services, LLC D/B/A *************** ("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 apologize for the inconvenience. Customers attached refund check was sent via ****** ************** should receive check by 2/12. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer response

  02/12/2024

   
  Date Sent: 2/12/2024 1:19:37 PM
  I received a check today from *************** to cover the cost of parts that I purchased for my furnace that were not necessary. I am satisfied with their response and posted a positive review on Yelp.

  
  

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  FAILED ALL INSPECTIONS after six months of waiting. We had ******************* (Tidewater) replace the ** unit and ducting after we found out our new house had an undisclosed rodent infestation. ***** took care of the rats; ******************* "took care" of the unit. They completely forgot to get permits for inspections. We were told we couldn't use our gas heater until we upgraded our meter, or it could cause problems. We went into the winter scared to turn on our heat and called for help, but the man they sent out just said "It works, otherwise your house would have blown up by now." We asked about the inspections; he said he'd call us back. He didn't. We had no choice but to use our heater that hadn't been inspected for safety. While we were waiting, we called repeatedly and got no help. I discovered rat droppings in our utility room and called Orkin. Guess were they got in? The brand new ** unit that was not properly installed. They left giant holes into our crawl space for them to enter. I called *******************, told them about the rats and the lack of inspections, and they finally set up the inspections. The units (both ** unit and gas tankless hot water heater) FAILED INSPECTIONS for gas, electric, and plumbing. We had been using faulty heating for months. I called and asked them to abide by their 100% money back guarantee, and I was threatened by a man named *********************, saying the only way they would give us our money back was if they took our ** Unit. In the dead of winter, they threatened to take our heat. Though ******* said they would give us some money back, we conveniently haven't heard from them. The installation team came back and poorly plugged up one of the many holes they left in our house, but rats have already gotten back in. On top of that, they still haven't ordered a repeat inspection, so we're still using potentially unsafe gas units.

  

  Business response

  02/01/2024

  
  American Residential Services, LLC D/B/A ******************* ("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 to the customer.  Our install team will make all the necessary corrections. We hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When talking to the guy that was in charge of explaining the whole process to me I vividly explained that I wanted the whole system to be electrical this includes heating. He told me and reassured me that this would happen. I told him that I didn't want gas heating anymore as I have toddlers and it is dangerous for them to inhale. When the colder months approached I tried turning on the hot air and nothing would come out. I called the salesperson that did everything his name is ********************. He told me in order to get the whole system to electrical it would be an extra $4000 dollars. I told him what are you talking about I told you from the beginning I wanted electrical he then said I will see what I can do and call you back and has failed to call me back. Ive been trying to call him and no response. Storm ******* lied and has been ignoring my calls. I want the whole system removed.

  

  Business response

  01/29/2024

  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 going out to replace the system. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was promoting ac work through ********** I contracted them to do *** electric panel, and insulation in my home. There was new insulation in the attic already so they never needed to put it in and said they would refund my account. After multiple calls and issues with work being completed properly and multiple times being told by office staff it would be fixed and corrected by the right people no money has ever been credit back for work not done.

  

  Business response

  01/25/2024

  
  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.
  The refund was issued via the original form of payment on 10/25/23, the refund receipt attached. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a maintenance appointment for 12/8/23, which Blue Flame cancelled that morning by texting my wife. Another appointment was made for 1/10/24 (8am-12pm) as they had nothing available before. I took a day off work and was home waiting when they again cancelled just prior by texting my wife. I then called and rescheduled for 1/16/24 (8am-12pm) as it was possible to rearrange my schedule. The same thing happened with a text to my wife just before saying they did not have enough staff. I called asking to speak to a manager to get an assurance that the next appointment would be kept. I was told someone would call that day. My wife then got a text saying they were coming the next day for which I could not be home. So I called again to cancel. I then made another appointment for 1/19/24 a 2-hour window (10am-12pm), which was a little surprising as the previous ones had all been for 4 hours. I again asked if I could speak to a manager as I wanted to ensure it happened as I was going to be taking a third day away from the office. The agent told me he could see the previous request and that he would file another one but that it usually takes 24 hours for a return call and up to 48 hours (by 1/18/24). I never got a call. On 1/19/24 at 1pm nobody had arrived or called, so I called again. The agent agreed that they had missed the window. She called the local office and was told "the managers are in a meeting" but that I will be called back that afternoon. Sadly, not only had I spent another day out of the office, at the time of writing on Sunday 1/21/24 at lunchtime nobody has called and we now have no appointment. We have been customers of Blue Flame since 2006 and have purchased two furnaces and an air conditioning from them. We have also had maitenance contracts with them and the one for the furnance was due to renew with this scheduled visit. I am hard pressed to understand how a BBB A+ rating can be maintained unless our experience is an extremely isolated one.

  

  Business response

  02/01/2024

  
  American Residential Services, LLC D/B/A Blue Flame ("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.
  A manager reached out to **************. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  01/21/2024

  Complaint Type:

  Problems with Product/Service

  Status:

  Answered

  More info

  First **** installed by ARS in 2022 with multiple issues that ARS could not resolve based on their warranty (i.e., **** had moisture build up, the transformer malfunctioned, and the unit stopped working/*************** replaced the transformer. However there was still a moisture and mold issue developing that caused the **** to work harder/Loud noises and not cooling in at least one room). Additional issues all reported to ARS, *********** and the ******** team. ARS decided the best resolution was to replace the first **** within the first year. Second, April 4, 2023 ARS Corporate sent an offer letter to replace the ****. The Second **** was installed to resolve what ARS, *********** and ******** stated was to remove bad unit that was the issue. However, the same malfunctioning issues continued with moisture build up, mold, and loud noises (that *************** indicated the unit was working hard).Finally, After approximately one-and-a-half years an ARS repair technician acknowledged that all the issues that we encountered with the two ****s installed was due to the existing duct work not being in good condition nor compliance.The term and conditions on the ARS work order states that ARS assumes that the ductwork is in good working condition and in compliance. However, ARS now admits that they knew the ductwork was not in good working condition nor compliance.Further, ARS now states the issues with the two ****s installed was due to preexisting faulty ductwork.Why install 2 ****s without the needed ductwork?Thus, the complaint and issue is that from the inspection completed to provide a quote of what I needed for my **** to function properly, to the installation technicians that inspected the attic and ductwork during the install, and the repair technicians that worked on the First and Second **** due to the malfunctions and breakdown; each neglected to recommend and replace the ductwork. ARS did not have to assume because they inspected the ductwork.

  

  Business response

  01/29/2024

  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.
  At the time of the initial install ductwork were not needed so customer was only quoted for a new HVAC system. We replaced the system not due to issues with the system sweating, but due to rust on the system where bolts connected and a burnt label from when the techs were using their torch. Operationally, the system was working properly. We agreed to swap out the system to achieve customer satisfaction with an SRA from HD. SRA (attached) dictated that we would provide service to the system for an additional 6 months after the system swap out, which happened on 5/18/2023.
  
  In the 6-month period of service, we observed sweating in her ductwork and made the recommendation to replace the ductwork. We provided a quote. Customer declined the financing terms for Goodleap and wanted to add to her loan with ********. ******** declined approving her for another loan. We recommended that the customer seek quotes elsewhere and that she works with another company for her ductwork. She reached out to HD where the *** supported our decision to decline completing the additional work not related to our install. We passed the inspection for the new unit on 6/1/2023 proving that it was installed per code (inspection attached).

  Customer response

  02/12/2024

  Additional Supporting Documentation can be organized and provided to assist with reviewing the facts and challenges ARS encountered and that I endured throughout this process. Based on the response received I have attempted to upload the voice memos, pictures, repair calls, and original sales consult etc...to solidify the correct issue in question.

  

  Business response

  02/19/2024

  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 quoted the customer for a HVAC system not ductwork,as her ductwork was not in need of replacement. If ductwork was needed, she would have been given a quote for ductwork, HVAC and thermostat. Please see attachment. 

• Initial Complaint

  01/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a small water leak under my kitchen sink. The repair was doing incorrectly using the wrong joints. It busted under my sink and left flood under my sink . Apparently they did not have the correct fitting on the truck and used an incorrect joint to finish the work. I didn't notice it until it flooded my floor. The repair was done on 12/30/23. My cabinet under the sink is still soaked with water and I'm sure black mold is forming. If the correct parts were used in the first place I wouldn't have to replace my kitchen cabinet.

  

  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 have reached out to ************** and offered to send Resto pros out. They will connect with the customer to schedule an appt. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a heating and air system from ARS in August of 2023. I have been having issues with the system ever since. I contacted the sales rep on 8/9/23 because I had some concerns about the system and I asked to speak with a manager. No one contacted me. Months after ARS has been to my house at least 5 or 6 times for issues with this system. I have heard different things from different techs. One tech said he got shocked trying to look at the system when he was outside, another tech said it was not hooked up correctly, another tech told me I have a 2 level system and it was not set correctly. In December I contacted them because the system was making a loud noise. They sent someone out with some kind of cushions to cover up the noise. He claimed he checked the system and everything was working properly. I went out of town for the holidays and my thermostat read ***** degrees. My system ran the whole time I was away. Now I have a $323 light bill to prove that the system is faulty. I talked with a manager I think his name was ***** or ****. He did not give a last name. He told me to send the light bill over to him and he would contact me the next day to have a senior tech to come and look at my system with a fine teeth comb. I have not talked with him since 1/11/24. I contacted the company on 1/18/24 asking to speak with a manager and I still have not heard from anyone. I have also left several messages at the corporate office for someone to contact me and I have not heard from anyone.

  

  Business response

  01/26/2024

  
  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 reached out to ***************************** and will review the utility bill also, send out a supervisor. We hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
  

  Customer response

  02/05/2024

   
  Complaint: 21168173
  
  I am awaiting to hear back from the business. I spoke with one of the supervisors and he said that it will be a note put on my account that himself or another senior tech are the only ones to service my system. Also, I am waiting to hear back from ******** to see how they calculated the difference that they are supposed to be sending for my $323 light bill. I personally feel that more is owed to me since I was out of town when the system ran for days and I have proof that I was not home. Once I receive the further communication from them then we can discuss closing this case and moving forward. 
  
  Sincerely,
  
  *****************************

  

  Business response

  02/13/2024

  
  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 are working to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

*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. ↩