ARS / Rescue Rooter Atlanta (PL)

They were the only ones that would come out when I needed them. They did a really good job. The service guy was very friendly and personable. They gave me a free filter for my furnace because I needed one.

Lousy, I asked him why Universal had their B/C ratings with Angies List and he told me their work was good and the reason for their score is because they do more work that the other companies I had reviewed. He left I never received an estimate.

A friend recommended them. They did a good job. We got quotes and they were a little bit less.

The installers were very professional, did a great job, they reinsulated the entire duct work in the basement. I continue to use them for annual maintenance and they are always friendly when they come out.

They did a good job. My only complaint is that they used a system that we didn't discuss and it's louder than I wanted. But I would use them again because they did do a good job.

The technician called me in the afternoon and said I had an electrical problem. I said I would get an electrician to check it out. Before I could do that, my tenant called me within 24 hours saying they had no heat. I checked it out, and it turns out the fuse was blown. I found it odd that someone who is untrained could figure out the problem, and their technician couldn't fix it. I sent an email asking for a refund for at least one heater that has since gone unreturned.

Was to be a Fall season get ready on my three HVAC units. Sales person when she first called stated what was to be done on the service visit and what the charge would be. The service person was friendly and courteous and did the work that he stated he was to do, which did not enclude all that I was told would be done. I called the office and was informed that was all that would be done. I feel I paid a large fee for things that I could have done myself, except for Freon check/add. On the inside air handlers, all that was done was the filters were changed which I supplied, outside units the freon check/fill, and the units sprayed off with water. I feel that it was alot of money for too little service. Be sure to get work list in writing and verify work list before you agree to it.

They were quick in responding and did a good job. I liked their services and will use the same in future.

I converted from gas heat to electric heat with a heat pump. My first interaction with them was in September 2010, and they came out and did a sales call. They came in October 2010 to install a heat pump and a new air handler. They were supposed to install new duct work, and the total price was $7300. They kept the same old duct work from the gas system that according to the prior owner had never worked to heat the house evenly the whole time he owned the house for seven years. I kept calling them again and again, and they came out finally. They had a QC guy come out here - he did not come out here until January. When he did come out, I showed him different things where even I could see that the silver tape they used for the duct work was coming apart, so that the heat was actually going into the attic instead of coming into the house. They should have seen that stuff immediately. While I was up there with the guy, I fell through the ceiling. I was referred to them by another provider who had contracted the work out to them. I trusted the other company and thought that Universal would be concerned about their customers, but they could care less. After I fell, I got a phone call from both companies, and all they were concerned about was their liability. They were not concerned about whether or not the job was done right. A month after me healing, I called them and asked them what they were going to do about the duct work. They did not do anything even after the QC guy had said that all the duct work had to be replaced. They made a whole lot of phone calls to me but did not do anything about the duct work. The installation manager came out here and looked up there, and he said that the duct work had to be done. He finally had the people come out here and run the duct work. They were supposed to come the following week to put in metal duct work along with the aluminum to control the way the air flows. They put in dampers so that they could control the flow of the heat better for the house. The guy never bothered to call me to come back to check on the duct work. I called him about six weeks later, and he said that he was expecting me to call them to ask them to come over. The last time the guy was here, he said that he would call in another month or so; it has been about two months now since then. They have given me nothing but stress from day one. I am over it. I wish they had done the job right. I would not recommend them to anybody. I have a 10-year warranty on this system, and I wish I did not have a contract with them. I don’t want to have anything to do with them. I can’t hire somebody else since I have already hired them.

I did not have a good heating and air conditioning system. They basically implemented it and did the duct work as well. They were able to get it for me in a day and a half. They tried to sell me a unit that fit the building because it is an older 1955 building, and not necessarily the highest-priced unit. I didn’t need a designer unit but one that fit my requirement. They were punctual and professional. They responded quickly. The people were friendly. I would use them again in the future.

The service was good but they did not have the correct parts for my AC coils and ended up installing different coils. Poor planning on the part of Universal since they had one week to get the correct parts.

Our upstairs A/C is not working. Both of our units were installed by this company 2.5 years ago. We've had nothing but problems with these units and this company since then (we have [soon to be 'had'] a service contract with them). The technician said there was nothing wrong with the unit, even though it's blowing hot air and the temperature is 88 degrees (set at 75). He said it's because, and I quote, "heat rises" and "systems get old" (the system is only 2.5 years old and we bought it from them for a very large amount of money). In addition, when the systems were installed, they were supposed to put in a humidifier -- which we'd paid for -- and that technician forgot to finish it - actually left it partially installed. It was not easy to get them to come back and install it.

The guys that came out to do the work were not professional and I would never use them again. It was a big sales tactic and I did not like that about them.

I was not impressed with the sales tactic and how they tag teamed me.

They failed to make it during the sceduled timeframe. When I called 30 minutes after the timeframe passed, they immediately sent another tech who was just finished on another job. The tech did not seem to complete all the work he was supposed to do. His professional knowledge about how the heat pump works was contradictory to other technicians that came out. He only checked the gas furnace and not the actual heat pump, and I know this because my thermostat was set to emergency (use gas) and to bypass the heat pump. This is the third service call I used over the years and I will NEVER USE THEM AGAIN.

It was an excellent experience from quote to completion. This vendor was one of four that I solicited quotes from. Excellent response time and respect for me as the customer.

They were incredibly prompt and they came out in about 30 minutes after we gave the call to do the estimate which was amazing. They identified all my air flow problems that I had been complaining for years. They recommended changing ducts and increasing some ducts in certain rooms. I had everything installed within 3 days and it was just fabulous because it was in the heat of the summer. I would use them again in future.

They are very good. Everything they did was picture perfect. Their price was better by 10% in comparison to many other companies that I shopped around.

I really like my heat pump (Lennox) and the guys that installed it worked really hard for two days (over 12 hours a day), however, they did not install everything correctly. Later I had trouble with the system, and it took several return trips before the issue was solved. They have some very knowledgeable technicians which I like, but they also have some that are not very good.

During the service call, it was fine. They diagnosed the problem, and fixed the water fountain. They were prompt to get out to the building. However in August, the 3 compartment sink was still leaking and the water fountain was still overspraying. I called again, and they sent someone out pretty quickly. The plumbers told me they could not fix it without charging me because the original plumber had to come out. Since then, I have been waiting over two weeks. They keep telling me I am on the schedule, with a specific time, but then never call or show up. Finally, last Friday 8/14, they sent a plumber to repair the sink. He was supposed to come back over the weekend to fix another problem that came up - a big leak and standing water from the water fountain line they installed - but never came back nor called. When I called again on 8/18, they just told me that the plumber was on another job and would be out as soon as possible. I explained to the customer service line that the water fountain with standing water is on our playground and a SAFETY HAZARD to children. We are still waiting for a phone call and plumber.

They had the best price. They worked through the Home Depot and my husband works in the Home Depot. They explained things well.

One word = DISASTER!!! No other way to explain it... The company's work has been poor from the day of installation. I have been working with them for over a year. Heating problem in January: they forgot to install an external thermometer so heat pump could convert over to the furnance. Cost me over $200 in extra electricity heat pump could not warm the house so it continually ran. Took 9 phone calls to get it fixed. The AC is another issue. The unit is zoned and still cannot efficiently cool the house. Been working with them since June 2008 to fix it. One side of the house drops 1 degree in 15 - 20 minutes on the hottest day. The back of the house took over 6 hours to drop one degree on the same day. They consider that NORMAL. The crawlspace is cool. They said that was NORMAL. Added a vent after the inital installation - ruined my hardwood floors - splintered and cut the hole crooked. They say that it is correct and I expect too much. Called two independent contractors for a complete analysis. Both contractors came up with the same recommendation - REPLACE ALL DUCTWORK and rework the vents and redirect all return air. Price $6000. Both inspected the system without the knowledge of the other contractor performing the analysis. The company, Universal, has refused to return phone calls. They delay making appointments to conduct the service and when they perform the service it does not rectify the situation. I have reached a wall. I am considering the BBB and small claims. This is one disaster that needs to be cleaned up! Not a company to consider for Heating and Air at any price. You will pay for it one way or another.

The technician that came out arrived 45 minutes after the window given to me. He checked the thermostat and the heating unit as well as the outside unit. He determined that the outdoor sensor that tells the heat pump to use electric or gas was malfunctioning and that was why there was no heat. He demonstrated to me that the sensor tells the gas to turn on if the outdoor temperature is lower than what the sensor is set for. Just before he demonstrated for me, he reconnected some wires that he said he took off to test the heat pump. After they were connected, we turned the thermostat inside to turn the heat on and he was not able to reproduce the problem for me. He told me that to replace it would cost $269 for a new sensor. I opted not to replace the sensor because it never seemed to be malfunctioning before. After two months, the sensor still works, and I feel that he was trying to trick me into buying a part that I did not need.

When he arrived, I was very angry because the management of the service did not call and discuss this change with me. In fact, I had to place almost all the calls to this company several times. They were completely reactive rather than proactive. I ended up speaking to the Customer Issue Manager and the Accounting Manager. She apologized to me and offered me a 5% discount on my overall project. I agreed to have the guy come back in and give me a quote, and I asked him many questions and each of the questions that he responded with were very negative about the product, about my choices for the installation and about tankless water heaters as a whole, "Some people think that tankless water heaters are the answer to everything, but, they are not. They only provide unlimited hot water. There are many other problems with them." This is the only one I really remember, but, he did not like the installation plan that the other fellow had. His design that he was favoring did not have any negatives except that I finally got him to tell me that I was going to have to wait many seconds while the water pipe had to empty out of cold water because of the distance of pipe that we were proposing to add to source of the hot water heater. At the point when he left, I was unsure if I should even change to a tankless water heater. I have still not made up my mind, but I have found another company to install the tankless water heater.

My impression is that they serve a lot of people. They focus on quantity vs. quality. They don't do it right the first time but they do fix it.