ARS / Rescue Rooter Laurel

Work went great, worker gave some very good tips to maintain heater in the future.

I did not really care for the technician because some mornings he was late and just his response. He did clean up all his mess so maybe it was hot that day. I don't know what was going on with him. They came out like they were supposed to that day. Just one guy came out to complete the service. I used them one time last year, but I didn't have the technician. Maybe the technician they sent out this particular day, just, you know... The service they did was good. It was okay, but I recommend another company first.

They picked up their mess and did a great job.

The check up of the system was $59, but they also had to add some refrigerant, the R-22, it's $200 a pound, and they added two pounds. They told me I needed a new air conditioning system. I wasn't dissatisfied with the service, it was just the unit needed to be replaced, and they made arrangements to send one of their, what they refer to as, comfort assistants, out to our residence to discuss with us replacing the unit. I have nothing to compare the price to. The technician was very thorough. He arrived the time that he said he would be here.

We did renovations and they were the company that our general contractor used. They did fine. In fact, we just used them to do a major, major boiler replacement. It was huge. We have old fashioned hot water radiators. The system was quite elderly and the boiler was on its last leg so they came in. There were some delays getting to it and then finishing the work, but there was no evil reason for it; it was just stuff happens. S**t happens, but they did an excellent job. They did a bunch of stuff - February and March - say early March. This was huge; we had a tankless water heater put in and that required running new gas lines inside. So that was kind of a big deal. And they said they would take care of the permitting and all this stuff. They did a beautiful job; absolutely beautiful job. They helped us pick out the right model, and the chap who put it in was an artist. He was so thorough and he would go through, check every single seal and initial it, on every thing with every pipe. He didn't just do it thoroughly - instead of a rat's nest, it ended up a little bit of a rat's nest because it's an old house and we have pipes every which way in the basement - but he made it nice and clean. He did a very tidy job. And they had to bore a hole in the side of the house for the outlet for the water heater. Even that was nice and tidy. They did a really fine job. They also put in - and once again, this is an old house and didn't have central air - they put in during the renovations, central air for the bottom two floors and a Mr. Slim Mitsubishi on the top floor. They had to put in duct work for the bottom floors. They couldn't get ducts up to the top floor because there just wasn't a place to do it and there was not enough room between the - room in the floor joists - because of the way the house was built. We didn't want duct work hanging from the ceiling in the living room so that's why we put in the Mr. Slim upstairs. But it's been a really good system. For cost, the A/C thing was rolled into the cost of the reno, but the boiler and the tankless water heater came to - and considering that they had to put up a bunch of pipe work for that, as well as doing all the draining and testing and stuff - both of those things came out to about I think eighteen grand. Big piece of work. They're not the absolute cheapest, but they've been very good to us. They're generally quite responsive, very professional. Overall I think I'd give them an A. We did have one guy out who - and this was right before we got the boiler stuff going - we had somebody out for a heating check-up who was a little bit of trouble.

Work was okay, but the next season, there was a gas leak, so I don't know if it was there when work was done and overlooked or something new that happened.

They keep their appointments and they are reliable. They are very professional.

Work was competently done. Price seemed excessive for 4 hours work.

Hard to get in contact with initially. Receptionist didn't answer phones. I had to call what I thought to be the corporate office but turned out to be someone from the quality assurance office. These individuals were great. They called the local company that I was dealing with and turned the situation around. The entire experience was bad enough for me not to ever try doing business with them again.

The quote I received from ARS Rescue Rooter was three times as much as other quotes I received ($5700, not including the cost of the tank-less water heater). They wasted my time by first sending a technician that could not provide an estimate. The "Plumbing Supervisor" then came the following day to look at the job. Both times the employees arrived a couple of hours later than the estimated arrival time the dispatcher provided. They told me there was more work needed than was necessary based on the other quotes I received. I will never consider this company for any work in the future.

Not very responsive to phone calls. Had to refer to district management to get an appropriate response,2

They could do better with the price.

Not good. After 2 days of service tech not showing up, I cancelled.

The work is correct and timely.The work is good, very prompt and since we have a service contract we get very prompt service e in emergencies.

Its correct and timely. The work is good and prompt.

Technician was prompt, professional, thorough, and knowledgeable.

very well. pipe section was replaced with minimal impact on water to the rest of the house.

The tech came out. It was a $99 deal for $200 worth of plumbing service. When he came out, he only deducted $99 from the total. He ended up overcharging me because he didn't understand the coupon. Angie's List made it right and gave me the deal. He was competitively priced.

We have used them for years like 10 years. They have always been very good.

I have a contract with them. It is $31.33 a month. I have four units. They look at how many units you have in your home and that is for the contract on all your units. It also depends on how old they are. I have used them for years. They are fine.

This nightmarish saga actually began on January 4, 2006. ARS installed a Carrier 2 ton 13 Seer Model 38TXA024 air conditioner and coil along with a Carrier 70 BTU Gas furnace, 40 gallon hot water heater, AprilAire 700 power humidifier and an AprilAire UV light for a total cost of $8,728.00. I was concerned that we would not get a chance to test the AC Unit until the summer. I was reassured that it would work properly. Well, it didn't work at all. The first service call was in May 2007. The Freon was gone and they could not find the leak. Every summer from 2007 through 20014 the Freon would leak out of the unit and fail to cool in the summer. Every summer they would refill the Freon. Finally in 2013 we reached what I thought would be a good agreement. Following is part of the letter I sent to the GM, Kevin Mayeux on June 18, 2013: "American Residential Services/Rescue Rooter, hereafter referred to as “ARS” will immediately charge the air conditioning unit at 107 42nd Street for the twelfth time since installation as a new unit in January, 2006. All services mentioned in this letter will be of no charge to the resident, ________ or his heirs, hereafter referred to as “resident“.<br>As you, as a representative of ARS, have explained it, this will be a temporary fix designed to last only until fall of 2013. If the unit ceases to work properly prior to the fall of 2013, it will be immediately (within days of breakdown) be recharged and or replaced.<br> In the fall of 2013 ARS will perform an “isolation test” to determine if the problem is with the line and/or the air conditioner unit. ARS has informed resident that this test is above and more accurate than the twelve leak tests (prior tests which indicated that no leak was present) performed since spring of 2007. If it is determined that the lines are at fault, new lines will be installed, again at no cost to resident. If at this time no leaks are present the unit shall be immediately replaced with a new, never used (year 2013 or above) comparable or of greater value than the original installed Carrier Model: 38TXAO24340. This new unit will also be under standard installation and operational warranty to exceed no less than one year.<br> Customer reserves the right to bring in an independent specialist during the leak test to confirm ARS findings.<br> At first visit for charging of the unit in June of 2013 it will be determined and agreed upon in writing that no physical damage has occurred to the unit that would render it unfit for all actions and fixes written in this letter.<br> Resident has requested that this letter be signed and returned to Ms. Serena Ferguson by Mr. Mayeux, Mr. Pease, Mr. Bill Soappman and Mr. Robert Soappman (as representatives of ARS) upon receipt." On August 18, 2014, a new Carrier 24ABB324W330 was installed because the old unit continued to lose Freon and not cool. My father, who lived in our home, became very ill that August and never returned to his home. He passed away in August, 2015. During this entire time - from August 2014 through Winter of 2015 the house was unoccupied. My son moved into the house this past winter. In May he turned on the air conditioner and for the 9th year in a row it did not work. On June 17, 2019 ARS finally sent out a technician. Once again, no Freon was in the unit and a leak was discovered in the Evaporator Coil. ARS has said they will replace the coil (which is still under Carrier warranty) for $1800.00. I refuse to pay for this fix since it is apparent that the new unit never worked (all parts are still under warranty) and there is no guarantee that this action will fix the problem once and for all. I am finished with ARS after a decade of non-performance and would like a refund for the original unit so I can buy a new air conditioner from another company. I've noticed that ARS usually responds to these problems on Angie's List by asking the customer to contact various individuals within their company. I have spoken to a plethora of individuals over the past decade and I have nothing else to say to them. I hope my comments here say it all, including what I think is a more than fair solution.

This nightmarish saga actually began on January 4, 2006. ARS installed a Carrier 2 ton 13 Seer Model 38TXA024 air conditioner and coil along with a Carrier 70 BTU Gas furnace, 40 gallon hot water heater, AprilAire 700 power humidifier and an AprilAire UV light for a total cost of $8,728.00. I was concerned that we would not get a chance to test the AC Unit until the summer. I was reassured that it would work properly. Well, it didn't work at all. The first service call was in May 2007. The Freon was gone and they could not find the leak. Every summer from 2007 through 20014 the Freon would leak out of the unit and fail to cool in the summer. Every summer they would refill the Freon. Finally in 2013 we reached what I thought would be a good agreement. Following is part of the letter I sent to the GM, Kevin Mayeux on June 18, 2013: "American Residential Services/Rescue Rooter, hereafter referred to as “ARS” will immediately charge the air conditioning unit at 107 42nd Street for the twelfth time since installation as a new unit in January, 2006. All services mentioned in this letter will be of no charge to the resident, ________ or his heirs, hereafter referred to as “resident“. As you, as a representative of ARS, have explained it, this will be a temporary fix designed to last only until fall of 2013. If the unit ceases to work properly prior to the fall of 2013, it will be immediately (within days of breakdown) be recharged and or replaced. In the fall of 2013 ARS will perform an “isolation test” to determine if the problem is with the line and/or the air conditioner unit. ARS has informed resident that this test is above and more accurate than the twelve leak tests (prior tests which indicated that no leak was present) performed since spring of 2007. If it is determined that the lines are at fault, new lines will be installed, again at no cost to resident. If at this time no leaks are present the unit shall be immediately replaced with a new, never used (year 2013 or above) comparable or of greater value than the original installed Carrier Model: 38TXAO24340. This new unit will also be under standard installation and operational warranty to exceed no less than one year. Customer reserves the right to bring in an independent specialist during the leak test to confirm ARS findings. At first visit for charging of the unit in June of 2013 it will be determined and agreed upon in writing that no physical damage has occurred to the unit that would render it unfit for all actions and fixes written in this letter. Resident has requested that this letter be signed and returned to Ms. Serena Ferguson by Mr. Mayeux, Mr. Pease, Mr. Bill Soappman and Mr. Robert Soappman (as representatives of ARS) upon receipt." On August 18, 2014, a new Carrier 24ABB324W330 was installed because the old unit continued to lose Freon and not cool. My father, who lived in our home, became very ill that August and never returned to his home. He passed away in August, 2015. During this entire time - from August 2014 through Winter of 2015 the house was unoccupied. My son moved into the house this past winter. In May he turned on the air conditioner and for the 9th year in a row it did not work. On June 17, 2019 ARS finally sent out a technician. Once again, no Freon was in the unit and a leak was discovered in the Evaporator Coil. ARS has said they will replace the coil (which is still under Carrier warranty) for $1800.00. I refuse to pay for this fix since it is apparent that the new unit never worked (all parts are still under warranty) and there is no guarantee that this action will fix the problem once and for all. I am finished with ARS after a decade of non-performance and would like a refund for the original unit so I can buy a new air conditioner from another company. I've noticed that ARS usually responds to these problems on Angie's List by asking the customer to contact various individuals within their company. I have spoken to a plethora of individuals over the past decade and I have nothing else to say to them. I hope my comments here say it all, including what I think is a more than fair solution.

I am having some issues with them. They did the job, It took a long time. They had to come back out and fix it to code. There were rebates involved that I was suppose to get and have not gotten them. Actually I plan to write to the president of the company and if I do not get a response from that then I plan to go to Twitter and place negative reviews. I was suppose to get a manufacture rebate and other rebate and I have not received a thing. I contacted them and they said they would take care of it and even if it had to come out of their pocket I would get it and still nothing. It started in November, then there were issues and the Maryland inspector came out and approve it and it carried on until December. My conversations wen on with them through Jan and Feb for the rebate and now there is essentially nothing. We could have gotten a cheaper system that would have been around $5000, we went with them because with the rebates we could have gotten a better system for around the $5000 but now nothing so I am thoroughly pissed. The system is up and running and seems to be good. The workers worked hard but came in at 10am and stayed until like 10pm. I have never had a job take that long but they had issues. So Basically the salesmen and rebates fell through on the job. It took longer then it should have. The price would have been average if I had gotten my rebates. They have not followed through on their word.

I have never had a problem. It is not reasonable, but I would love it if it was the same technician who did the work every year, but they send different technicians, so they ask me questions and so I have to remember what happened a year ago. If they had a record keeping system, which the technician would have to read before he came out. If it was a one time customer it would be fine, but it would be nice for long time customers. I haven't done price shopping on this because I started using them a long time ago. I have been satisfied with the work done, and when I have not been satisfied, I call them and they come back. Sometimes I get a very good technician, and sometimes I get one who needs a little more coaching. They are good most of the times. They call me back, and they keep a file and call me to remind me that they need to come. For the most part their technicians know their work and can answer questions. I have been happy enough with them so I am not shopping around. They have been responsive, and reliable.

There was some miscommunication with the billing, but they did pretty good job. The cost was higher than I thought it was going to be. Everything worked out alright. After the flooding, they said they could not do the work until I got the water out of the cellar. It was like about 18 inches of water. Then, they were able to go up into the crawl space and repair my pipes. It was not clear. There was a lot of miscommunication about the price. I ended up asking the President or CEO of the company to clarify some things.