ARS / Rescue Rooter Laurel

We had a great experience. They were unable to fix the problem on the first visit since the A/C unit was coated in ice and needed to thaw, but we had the same person come for the second visit. I really liked that I did not have to explain the problem to a second person. We had a freon leak, which was frustrating since we had a separate company service our unit the year before-they added more freon but did not explain that they needed to add more freon because we had a leak. ARS explained that freon is not consumed like gasoline and that it only needs to be refilled if there is a leak. Since our unit is fairly old, they found the least expensive way to fix it for us to make sure that we got the most life out of our unit for the smallest sum of money possible. We'll have to replace in 3-5 years and I'll definitely be calling ARS for that.

ARS had installed a humidifier onto the air system. This did not work properly for the entire winter season, and then was difficult to test until the next season, which we got through half of the season before we got it working. It was a new system to them, and the first installation used hot water when it should have been cold water. Once that was corrected it worked for a few days, but then stopped. Someone came out and removed a part, but didn' have the replacement part. Then, another appointment, and someone else came to replace the part which didn't fix it, and ended up taking the whole thing apart but didn't have replacement parts. Then, the season ended. Next season, someone came out, but didn't have all the needed parts. After my wife told him he was working for the worst company ever, he agreed to drive up to Maryland to get the needed parts, and did repair the humidifier. It worked for the rest of the season mostly. But at the end of the season, the red light was showing again. I will have to call them again when the winter season begins.

They fixed the compressor and the repair worked for about (2) weeks. It wasn't the technician I had an issue with but the customer service. They told me they would be here mid-day but did not show up until later that night. I had to take a day off work to be home for this, yet I could have worked as they did not show up until much later. They were not prompt.

They are good on following through on servicing and semi-annual checkups. We’ve been satisfied with their service. They call and tell you when they are coming and the have been prompt and clean.

They do a good job. They show up promptly and are very responsive. One time we had the heat pump go out in the dead of winter and they came out on Sunday to work on it. When they get done, things work.

They do work at a reasonable price and the work turned out quite well.

The people were there when they said they would be there. They were in and out and knew what they were doing. Very courteous and professional. I would use them again and recommend them to others.

While the service tech performed the repair well (as far as I can tell), the situation that followed was a bait and switch. As stated above, they promised that the $484 I paid for the repair could be put toward the cost of a new heat pump installation. The night before my 8am appointment for the estimate, I got a call from a rep saying that the company had a staff meeting that conflicted with my appointment and they wouldn't be able to make my appointment. I offered to leave work early to meet them at 6pm that night, and they agreed that someone could be there then (I had another company coming at 7pm). At 6pm another ARS employee called and said he was an hour away, and I told him not to come because I had someone else coming at 7. We rescheduled (appt #2) for the following Saturday at 4pm. No one ever showed up for the Saturday appointment, and no one picked up at any of the numbers I called that day. We then rescheduled for the following Thursday at 8am (appt #3). The night before, unbelievably, they called to say that they wouldn't be able to make that appointment because they had a staff meeting that conflicted. I told the rep that if they weren't planning to show up at 8am, that a manager should call me. No one ever called me. I cannot recommend this company. Their promise to take $484 off a new installation was illusory because they would not keep an appointment to even provide an estimate. I will be reporting them to the BBB.

They were the least expensive of three bids. They did everything they said they were going to do. I am happy with the services.

They are fine. Good service. Excellent service.

It was about $250 ( I got maintenance contract).

I would hire this company for the future.

They come when they say they will and do the service we need, but just don’t stand out.

The detail is included above . The service man was polite and professional but he did install the thermostat incorrectly; we feel that it is an inappropriate company policy to refuse to give the customer the non functional parts if requested.

They showed up on time, did the work in a quiet, professional manner and completed the job late the same day. An ARS specialist had to come out a week later to adjust the two zone system because it developed a whistle under some conditions. The specialist fixed the problem and made sure that we were satisfied before he left.

Gave a ball park estimate and then came back about a week or so later with a higher price, and less efficient system. No thanks.

I had tree roots growing through my main sewer line, and that caused a backup. This happened at 4pm on the Friday before Memorial Day weekend. I called ARS and a nice lady answered the phone and said the next appointment was not until the following Tuesday, due to the holiday weekend. I had explained that I had essentially no use of my plumbing system as I had a complete backup, and yet she offered me a regular appointment without offering emergency services. I was surprised, but needed an appointment, so I took what I could get. I then had several days of showering at my gym or job, or not showering at all, using paper plates because I could not wash dishes, and consolidating flushes. It was not fun. On Tuesday, someone did call as promised to tell me that the plumber, Jeremy, was on his way, and he did arrive within the appointment window (the window was 11-3, and he arrive at about 11:30, which was great). He was polite, friendly, and respectful of my home, wearing booties when inside, and using heavy drop cloths to protect my floors. He quoted me a price for removing the blockage (and as I have had such a removal done in the past, I knew that his pricing was fairly standard for the work), and said that if I wanted to talk about options for a long term fix (replacing the main sewer line), he would be able to give me a ballpark estimate on what that would cost after he snaked the line and saw how bad the root infiltration was, and also said that if I went with his company for the major repair, the cost of the snaking/root removal would be deducted from that cost. He did the root removal, and did a fine job. He was quick and thorough, and got my water running again. Everything was great up to this point. When it came time to discuss the sewer line replacement, it got frustrating. He said that the ballpark minimum was $6,900, and that he couldn't give me a detailed estimate of what the work would entail without his supervisor running a video into the line. He wouldn't schedule the supervisor to come out unless I committed to the ballpark estimate. I found this absurd. Why would I commit to spending $6,900 if I don't have a detailed understanding of the work? He said that the ballpark was a minimum, and that the detailed estimate could be higher, but that i could decline a higher price, but would be locked in to the ballpark price. He also said that this was to prevent me from shopping around, because "why should we come out and do a $1000 service to video the line only for you to take that info to a competitor and have them do the work?" He also said that his company did not offer any warranty on root removal, but that he would give me his personal warranty for 30 days on the work he had just done. I said that if the company doesn't offer the warranty, then neither does he, and he insisted that he would come back personally within 30 days if i had another backup cause by roots. I don't see how an individual can guarantee something like that without his company backing him up. I had another company come out today and the plumber there said that he would have to video the line, but his video diagnostic service would cost $400 (compared to ARS' $1000), and that it would include him marking the area of the clog and the depth, and that I was free to use that information to hire a competitor if I so chose. If I went with his company, he would deduct the $400 from the cost of the repair, and if I went with another company, that diagnostic would cost the $400. This seemed much more reasonable, and made much more sense than ARS trying to lock me in to a very high amount of money without any real understanding of what would be done. Also, at first, Jeremy said that they would most likely have to take part of my back fence down to dig, but that they could put it back up at the end of the job; after he spoke with his manager, that changed to him saying that they would most likely have to take down part of my fence, and they would not replace it. Overall, I felt like I was getting a very hard sell from ARS and am much more comfortable with the competitor who is charging what seems like a more reasonable amount of money and who is not trying to pressure me into locking in to an estimate prior to doing the diagnostic.

We have a complicated system in our house and they always come if we have any difficulty and fix it right away. They have been good and everything has turned out fine.

Overall, with this service and with our long history of working with ARS, I can safely say that ending my relationship with them is one of my happiest days as a homeowner. They are consistently late in showing up for routine servicing. Almost every tech has tried to sell me something when they come out, (once even gutter guards) It seems they use the service agreements as sales calls, putting more emphasis on finding things to sell than servicing the equipement. We have had techs leave with our outdoor unit completely disassembled and parts laying in the side yard; where we have had to call and have another tech come out and put things back together. When you call if the tech is not there and running late, the surly people on the phone ask if you want to cancel the service appointment, this while you have been waiting over 4 hours staying home from work. More than once in the past, they were a complete no show. I once had a tech ask me: "what idiot sold me this system" referring to our carrier heat pump, only to tell him it was the idiots at his company ARS; or perhaps I was the idiot for doing business with them. All in all, ARS is hands down the worst company I have ever worked with in my past 26 years of owning this particular home. Based on our 20 plus years of experience working with with this group, I believe they are all about the money and not about customer service or doing what's right by the customer. I highly recommend you stay away.

ARS rep came to house and gave an estimate for a 14.5 SEER HVAC System for a price of approximately $9000. After returning to his office, he called and said our home, of approximately 3000 sq ft, did not require a unit that large. Subsequently, they returned to our home with an estimate of about $8,500 for a 13.5 SEER unit.The final price came to $8800. and change. When asked why they changed the size of the unit their response was that it was a calculation error on the part of their rep. At this point I felt a little uneasy about continuing with them but decided it was feasible an error had been made so decided to go with them. The unit is now 6 years old. We have had nothing but trouble with it from the day it was installed. the condesate line from the humidifier began leaking immediately they returned and repositioned it. The outdoor unit developed a coolant leak which to this day has not been rectified. When ARS was called they came and did something that was supposed to correct the problem but didn't. On several occasions I was told there was nothing they could do but that they would come to my home and check the unit out for a travel charge of approximately $90. in addition to an hourly rate while they were her. After several return calls I finally decided to go with another company to rectify the situation. We have constantly had to add coolant to the unit. It has frozen over on a number of occasions and for the past several years we have been told the Schrater valve was leaking. From the onset of our dealings with ARS it has been one problem after the other. The unit has never cooled our home efficiently. I believe this is because the unit is not large enough. Upon reflection, I do believe there was an error made in calculation however not in the size of the unit but rather in the calculation of the price for the 14.5 SEER unit. I believe it was under priced on the original estimate and rather than come back to tell us that, because they were afraid we would hold them to the estimate and lose money on the deal, they chose to tell us we didn't need the larger unit. I would definitely not recommend ARS to anyont. In fact I would telll anyone who asked to run away as fast as they could.

The serviceman was very nice but I think I have been ripped off by this company.

They came out when we had a problem and they were fine. They were excellent. Their service was direct and prompt and they installed everything properly. I hadn’t had any problems with the installation or anything.

It's $99 or $79 per year and we get 2 service inspections. We have them check before the season starts. We keep using them. We've used them for 5 years. I don't know how to compare their price because they are the only people we've used since we've moved here. Their price is reasonable.

They are great. It’s little lower difference in my house like even my doors have gone lower. They did a great job and they suggested the right unit for my needs and I can’t be happier. I would rate them excellent on everything. Everything was great and awesome.

Their price was little less than what I compared them too. Between the two people I talked to they had the best price. I have used them for lot of things and I would use them again.