ARS / Rescue Rooter Durham

Absolutely dreadful experience all of the way around. Poor communication, poor/rude customer service, technician quoted me an outrageous price to fix something I corrected in 5 minutes from researching on my own on the internet. Companies like this should go out of business for how they treat their customers.

The technician that came for our HVAC tune up was very knowledgeable, courteous and punctual. the project manager that came to quote us a new system was also was the best! He took all the time necessary time to go through everything with us in detail and make sure we had everything we needed, and only what we needed. The installers were friendly and courteous and took extra time to explain important details with my family. I would HIGHLY RECOMMEND this company and these individuals in particular!!

In a nutshell, this company is disorganized, and has some major dysfunction happening with it's workers. We got a new unit in February and have over 6 maintenance calls in the first 9 months. A handful of those calls were about a drainage issue that they never followed up on and I had to 3 times to get it fixed with a different and more competent tech who actually checked and the confirmed the problem I was suspecting, which was a poor install. We finally decided to have the system removed after all the mess, which took over a month because manager wrote my email down wrong over the phone. When they finally came to remove the hvac the techs thought they were there to remove the duct work! We quickly saved us all a lot of headache by clearing that up! However, today the new system is being installed by a different company and they let me know ARS took our fuses when they removed the old system. Pretty sure our fuses weren't theirs to take. Also, sure that the techs shouldn't be smoking on the job, which I had to tell them not to do, and I watched him put his cigarette out in the old unit they were removing... Also, we live in the woods and cigarettes are a major fire hazard. ARS get it together. Add on a month after the uninstall: Still getting bills from our financing company for the 8k that we were covered under warranty on, which means ARS never told our finance company about our unit being removed. Also, when addressing this issue I looked at what we originally paid and we are owed an additional 3k because we didn't finance the whole thing. The manager overlooked that also. Currently still waiting for them to call me back.Currently still waiting for our money back. I just want this to end. Do yourself a favor. Avoid ARS. Add on number 2- Called customer service 6 times last week. Not one call back or email. Resorted to contacting better business bureau and we will taking them to small claims court if that fails. Do not hire this company.

ARS Rescue Rooter price gouges. The Inducer Motor on in my HVAC system need to be replaced. I was quoted $1,927.48 to do the job. When asked, the service man said their cost was between $700 and $800 for the part. Based on this, and not knowing how much time it would take to do the work, I accepted the job. In fact it took less than an hour. After the fact I discovered I could have bought the part for the model of my HVAC from Amazon for $281.79. Under normal and fair pricing the job should have costed approximately $700.00 (cost of part times two, plus one hour diagnosis fee, plus one hour installation plus tax). I called to ask for a price reduction. I had to call one manager twice and got no satisfaction. I tried to call a second manager and didn’t get a call back after two attempts. PS: They had to come out a second time because the technician failed to reset a switch.

Unfortunately, not yet. We need to remove the cage thing around the air conditioner first. But we called again when done.

AC maintenance. Great job! Friendly staff.

Excellent service by a knowledgeable technician. Answered all of my questions and made solid recommendations relative to my HVAC systems.

I have definite mixed feeling about ARS. On the one hand, they did sell us our heat pump (Goodman) around a decade ago, and we have used them since for routine and emergency service. The service / repair technicians are always polite and knowledgeable. They also, however, always try to sell us something. For years it was various upgrades to the system that they were trying to get us to purchase (UV light, media filter, Nest thermostat, etc.), and in recent years it has shifted to their repeatedly recommending that we buy a new system to replace the 10-year-old one. We know that the system is somewhere near its end of life, but we hope that the regular maintenance it received will give it a few more years. In any case, the strong-arm sales tactics have come to be expected. On their most recent preventative service call, however, they went a bit too far. The technician recommended replacing the contactor and defrost circuit board on the compressor, saying that to do both would cost around $1450. We declined, and after he left, I opened the unit and identified the two parts in question. I was able to purchase both parts for less than $50, and replacing them both took no more than 30 minutes. Now I fully expect a repair company to be able to make a profit on their work, but even if you estimate that the labor cost plus wear-and-tear cost on their vehicle would have been $100, that still means they would have raked in $1300 profit had I gone with them. To me, that's insulting. All in all, if you want peace of mind and have cash to spare, go with them, but caveat emptor.

It went well! I have no complaints about their services at all. They were very easy to work with and I would highly recommend them.

We have a less than two-year-old system, has been working fine, decided to get some basic maintenance yesterday. First of all, the scheduled appointment was 9-11am. We finally called at noon, and they said that WE had changed the time (nope) and our window was now 1-3pm. Our technician, Christian I think, barely made it at 3pm. He did work outside of the scope agreed upon and charged us more than was expected, while not completing the work we asked for. He claimed our system needs $4k in repairs, and would send an itemized quote that night. We called around noon today because we hadn't seen it; got a fair bit of guff from Jeff on the phone for calling and asking for what was both promised and late. We received a very unprofessional list, without explanations of what was each item was for. Looked like a screenshot of their internal programming rather than an invoice. As mentioned earlier, our AC was working fine yesterday. It is currently 83 degrees in my house. I am hesitant to believe that someone would do something to make our system fail, but it seems like very odd timing. Another company will be here in the morning. No point in trusting a company that has tardy, dishonest, rude, possibly incompetent staff. Only positive, if you can call it that, is that they made a next-day appointment.

We did not feel comfortable with them. Their quote started out at $9,000 then they gave us a $1,600 buy back for our existing unit and some other discounts that brought the quote down to $7,000 for a 3.5 ton heat pump and furnace. They quoted us a Rheem unit and told us this was the only brand and unit that would work in our home. The rep did not want to leave when we told him we would think about it. He seemed very pushy and called the next day to ask us if we made a decision. We have since gotten two more quotes, one for a Trane unit and one for an American Standard unit and both were less with no discounts.

They did a really good job. Did pretty well.

From the woman answering the telephone to schedule the appointment through the end of the plumber's visit, everything was extraordinarily professional. I was telephoned twice to let me know more precisely when the plumber would arrive. Upon arrival, the plumber examined the situation and provided a written estimate. He took extreme care to keep everything as clean and orderly as possible, and he did not become frustrated when a seemingly simple job ended up requiring 2 hours to unplug the line. I was very impressed by the service from beginning to end, and I plan to use ARS Rescue Rooter the next time we need a plumber.

I know ARS does good work but it was very overpriced. wanted over $700 to fix - outrageous. Water heater was in warranty and they did not mentioned the parts could come free from warranty. I found out separately and got parts for free then had PSNC do the work for $90.

Good work, price, and demeanor. Plumber had to retrofit drain and shut-off valves, and didn't complain! They even called to say they could come earlier, and did.

The quotation was a fair price (1 1/2 Ton Rheem system). Installation was very good, installers were prompt, very professional.

They are prompt, professional, and take care of any issues.

Very pleased! Prompt, very good job, left things clean

Two hours after they left, we notice smoke coming from the unit and realized they rewired the unit incorrectly after they cleaned it. They gave us a hard time when we called them back and then they tried to charge us for them to fix it.

They have a maintenance contract with us, so they do preventive maintenance on both of my heat pumps, on a seasonal basis. They just got done doing it this season for the Summer and then they do it again in the Fall as part of the maintenance contract. And then if I call them I get expedited service and a discount. We did have our heat go out at a particularly cold time of year when there was a big cold snap, and the typical delay for getting work done on your heat pump was in the week, two week period before anybody could come out because it was so busy. They showed up within three days because of the contract. They did what they needed to do, they got it up and running, and I had heat. I've been using them for almost fifteen, twenty years. Everything they said, they did, and it turned out wonderfully. The workers are very professional, knowledgeable, and well-trained. I use them for all my heating and air conditioning. They always get it fixed, and they always get it fixed in a timely and efficient manner. I'm kind of reluctant to give A's on some things because it's unrealistic.

It took them one day to install the new boiler. There were a few workers that came out to complete this job. They left the area clean once they finished. They replaced the gas pack for the heating and air unit (it's the whole unit)t; and they installed a tankless water heater We use them for our plumbing and electrical services.

I don’t really have anything to compare the price with.

Fine...I just do not like the 'hard sell' tactics every time they visit to do a routine service, trying to sell me a new furnace/AC unit or whole-home air-purifier.

They are very professional, courteous, very knowledgeable. Found the problem quickly and fixed it. We were very satisfied.

I had a maintenance agreement, it was free.