ARS / Rescue Rooter Durham

I've been using them since I moved in. They have a real quick turnaround time. The price was excellent. The work was excellent. The workers were wonderful, they were excellent.

They were super punctual, they came half an hour early. It was very professional and very punctual. I was very satisfied with the work.

Splendidly--new unit was able to be installed once the snow cleared enough, and has worked beautifully since.

Had them install Rheem system. This was a total lemon. Been having problem with the condenser coil in the Rheem system. It has to be replaced again. ARS was pleasant and prompt.

The technician told me, first, that we were very low on refrigerant on our upstairs unit, which he said suggested that our coil had gone bad and needed replacement for an estimated cost of around $2700.00 However, he said that since replacing a coil was so expensive, we might want to opt to replace the whole unit and that he could set up an appointment with his sales manager to discuss terms and financing. Then he went on to check the downstairs unit and told me that it had the same problem. I began to doubt him as the downstairs unit was newer, and we had been using both units this spring already with no problems and the air had seemed to be well cooled. I tried to explain this to the tech and he became rude and interrupted me saying "please let me speak," because he said he needed to explain these problems to me so that I couldn't say, after he left, that he had "done something" to our units. I didn't know why he would say that, but it made me more wary, so I asked him to leave, whereupon he asked me again if i didn't want to meet with his sales rep. I said, "no," and he then left without giving me a copy of the estimate and invoice he had me sign for his visit. After he left, I called another area heat and air service company and they came out and told me that the caps had both been removed and left off of the refrigerant containers on both my units and some other parts had also been loosened which had allowed much of the refrigerant to escape. This second company did not find anything wrong with either unit, told me neither needed replacement, and refilled both with the refrigerant that had escaped, which is expensive, and cost over $700. I called ARS to ask for a copy of the invoice and estimate the tech failed to leave me. They said they would mail it. This was weeks ago and I've not received it. I called recently and asked for a manager so I could lodge a complaint and was routed to a voice mail box where I left a message and they have not returned my call.

The project manager, Chris S. was fairly new, by two weeks, as a project manager, so he was a bit timid. He explained the guarantees and equipment thoroughly. He contacted his manager a couple times to "try to get a better deal". If I'm being honest, it seemed like this was common practice to make the customer feel like they were being treated uniquely and were getting some "exceptional deal". In any case, as he reviewed equipment and pricing I researched the same to see what true costs were. I found I was paying approximately $1700 for labor. He also offered an air scrubber, priced at $2000 for $1000 installed. Another call to the manager, and the price was dropped to $450. Looks like this model sells for $395, so, not sure how they started at $2000. In either case, I was cool paying $450 as I considered I was paying $55 to have it installed. All good. Installers came promptly at 9am as scheduled and completed the work by 3pm. Installers were neat, kind, and thorough. They reviewed the equipment a bit... I could have used a better walk through, but I'm self sufficient and can research on my own, so I didn't stress.

Very good. We usually do a one year contract. They are on time. They are professional. They give you a call to confirm things.

Josh B was at our house twice, first to analyze and second, to fix the issues. I was looking for comfort improvement. Josh made some thermostat adjustments to our 1st floor dual fuel, hybrid unit. Additionally, he found a small leak in the coil in the 2nd floor unit which prevented heating. Josh ordered the necessary parts and returned to do the repair. Everything went well. I was glad ARS Durham sent Josh to tackle my issues. He is very competent, knowledgeable and personable. You can easily see that he enjoys his work. I will be making some additional improvements in the coming months and I will be requesting that Josh B oversee that effort. ARS has been our service provider since 1999. We hade some troublesome service issues early on but, the entire organization has had a major effort in place to improve the customer service experience. Today, they truly care about their customers and their work and performance is paying off.

We are pleased with them. The technicians have all been very professional, friendly, and congenial. They will try to work with you on price. They are very responsive and they schedule as soon as they can get to you. We also have a maintenance contract with them.

We have used ARS plumbing for two years and they have been fine. They installed on demand hot water removing our two large water tanks. The installation last year went well except they let some water leak in the attic which shorted out the burglar alarm forcing the alarm company to come and fix that. ARS came back and fixed the leak and reimbursed for the alarm company repair. The most recent work was some straightforward work with a toilet that was not flushing well and some leaking faucets. All were repaired well, cleanly and quickly. This would have been an A had it not been for the leak which should have been avoided. However since they made it right we continued and continue to use them.

They were: on time very friendly did what they said they would do filled refrigerant in one unit and tried to determine the issue (May ahve been a loos connection)

Very professional. Gave advice on maintenance. Technician Kees his stuff

I hired ARS after meeting with and receiving several quotes from multiple vendors with top Angie's List ratings. The ARS staff who visited my house offered the most information about which systems would work for my house and why. As someone with a research background, I didn't want to hear a sales pitch. Rather, I wanted to learn about what would perform best and be most efficient given our house's layout and size. ARS inspected the house and took measurements and readings and used that information to guide their recommendations. They presented three options, and I chose the most expensive of the three because it offered the greatest efficiency and long-run value. They also explained that March can be slow and that they offer aggressive pricing. We paid $6177 for a high efficiency Rheem system, and after discussion they threw in a 3-year semiannual inspection service. Work proceeded efficiently and quickly. I was onsite during the installation and noted that the installers were well coordinated and communicated effectively with one another. The system works great and we are extremely happy with it. Communications were, for the most part, excellent pre-install and immediately post-install. There was a 1 week lag regarding a follow-up question I had about filing rebates that required a telephone call by me to the office instead of an email to the project manager. Thus, I am giving a B for responsiveness instead of an A.

ARS was one three companies that quoted the replacement of our HVAC unit. Their price was lower than the others, but not by much. The installation went well except that the outside thermostat reading was bad and they said they would replace in a day or so. They installed a Rheem and it malfunctioned two days later--it would not produce heat. Someone came out the next day (Saturday) inspected and said it was frozen up and he could not determine the cause. and someone would be out Monday. On Monday someone came out and determined it was a sensor and he could not understand why the first repairman didn't determine that initially. He said one would have to be ordered. On Tuesday another repairman came out with the sensor and repaired. I asked about the outside thermostat and he said he didn't know about that and one would have to be ordered. Someone came out and replaced that two days later We had am appointment between 12-4 and he showed up at 8 AM. It still doesn't work but I am so tired of messing with it, I am letting that go. During these visits, one repairman said an electrician would be out to replace a breaker so it would meet code. We set an appointment and 5 minutes after he showed up, the ARS office called to say he was delayed and may not make it for hours--again after he was already at the house. They were surprised he was here. ARS determined the county would have to inspect the breaker installation. They called me to set the apt., but I missed the call. I called back three days ago and haven't heard back since. To date we have called 4 times to pursue the rebate and we keep getting referred to the salesperson who has not returned our call as of this time. They say all the right things on the phone, but there is a huge miscommunication gap somewhere in the organization or they are just incompetent--not sure which. On the positive side, the repair crews are very customer oriented and always put covers over their shoes.

Everything was perfect. Samson is the plumber I've asked for more than once, as have many other people in this area. He is so professional, personable and does the work perfectly. You'll never have to worry about re-work. ARS is not inexpensive, but when a plumber does it exactly right the first time, is that professional and communicates that well, it's worth the cost for his time and effort. Highly recommend him!

They are very responsive and they do what they say. We also have a contract with them for our heating and A/C unit. If we have any problems they come out pretty quickly. All the workers do a good job. We have been customers with them for about 10 years now. They technicians are all very professional, do a thorough job, and they come when they say they are coming. They do a good job and take care of the details.

My heater wasn't working and I called ARS on a Friday evening. ARS came right out to diagnosed the problem. The part had to be ordered the following Monday. Was told it would be 3-5 days for the part to come in - it came in on Tuesday and was installed. Pleasant surprise! Problem was fixed. I've used ARS for 10 years for heat pump maintenance and plumbing. Always do a good job, are responsive and on time. I may pay more but know I can rely on ARS.

Left my driveway cracked broken and very poorly repaid. It costume an additional $3400 to repair. Their equipment broke multiple limbs on my 15 year old beautiful red maple. They killed much of my front lawn with their equipment and trash. Even though the project manager came out after I complained the end result was still very upsetting.

Work went well and advice and parts prevented problem with >10 yr old system

It was expensive, but very well done, from the very friendly and sympathetic woman who answered on the 1st ring when I called on New Year's Eve, to the very personable and professional fellow who arrived at our home several hours later right on schedule, to the thorough assessment and complete re-opening of the clogged drain.

He was not able to solve one of my problems but was knowledgeable about what might be going on with my murky water and offered suggestions of what I might need to do to have my water tested to determine what actions I may need to take.

Serviceman very friendly and professional.

They are dependable people and I’ll continue using them. They asked me if I was interested in getting an estimate and I said yes. They came out to give the estimate and it was a really good price. They changed my unit and all the duct work. They made my returns larger. They did work on that for about 3 days. It was the cheapest estimate I had on it. They were really professional. When they came out, they gave me a little higher estimate, it was about $10,000, and I told them I couldn’t use them because they were just too high but we worked on the price.

I was confident that I could unclog toilet with a plunger. When that failed, I bought a 15 foot auger which surely would do the trick. After working on it for a couple of hours it became apparent that I was going to require professional assistance. It was after twelve noon when I started making calls. Since we only have one bath, I was surely hoping that I would be fortunate enough to get an appointment for the same afternoon. After making three or four unsuccessful calls, I reached ARS Rescue Rooter. The lady was professional and friendly, and she said she could have a plumber out between four and seven that afternoon. Shortly after 1:00pm she called back saying that she had a plumber available who could be there in 30-45 minutes. My luck had gone from good to great. Their plumber arrived before 2;00. He was pleasant and professional. He went about fixing my problem. The clog put up a fight (he thought one of my grandchildren might have dropped something in it by accident), but after less than half an hour he had our problem corrected. As I shared with their plumber, Kevin, he and his company really came through for me on this day. Before 3:00 he was gone with the problem solved. The above cost included $79.00 for the service call and $87.40 (after a 5% senior discount) for the repair.

We have a used ARS for spring/fall heating & a/c system checkups for 5 years and keep renewing our contract to do this because ARS consistently provide knowledgeable, professional & courteous work. From the office scheduling the appointment to the service person doing or getting whatever is needed to keep our system running properly, they are terrific!