ARS / Rescue Rooter Charleston

Not impressed with ARS. Our $12,000 HVAC unit was installed in July of 2019. It is supposed to be the best thing ever, super energy efficient and so on. By November 2019, we are trying to run the heat downstairs but not upstairs but are unable to. A technician comes out and lets us know that the damper motor, the part that allows for this function is broken, and that he will go order the replacement and that I need to call the office over the weekend to schedule a time for them to come back during the upcoming week to install it. On Sunday, I speak with Sherri in Houston who has no interest in helping me schedule a time to repair my broken $12,000 HVAC unit installed less than six months prior, and says "I am ending the call now." I spoke with a manager in Charleston regarding this, he did have Sherri call and apologize, but it was an exceedingly negative experience. Now, August/Sept 2020, the AC is continuously running and is having trouble keeping it at the set temperature when it could previously. This is the second time in just over a year that there has been something wrong with the very expensive HVAC. We called yesterday (08/31/20) and we scheduled a time between 8 am and noon today for a technician to come out. At 11:45, when we still have not heard from them, we call and ask where they are and are told they have emergencies on the schedule but will have a technician out some time this afternoon. So we have had to stay home and wait during their scheduled time, they don't show up, and they don't call us to let us know they are running behind!!! I am happy to make payments on this HVAC unit if it is a good quality machine that will work reliably, but the problem is that it is not reliable. ARS's customer service after making the sale is also pretty unreliable. This is the second time now that I have been essentially told by ARS that the issues with my HVAC unit are not a priority for them. I realllyyyy do not recommend this company. Please shop around when looking to buy an HVAC and READ REVIEWS! We didn't do this in 2019 because our AC went out in July and we needed a replacement ASAP so we went with the first company we found. I regret that very much.

Didn't happen- A week ago, I made an appointment for routine service of my A/C because of a HOME DEPOT coupon. The ARS associate chose the date which happened to be Memorial Day. I inquired about the holiday and was assured the entire team was working. Three hours later, I received a phone call that the tech was on his way - 5 days early. Could not meet him, so with a second associate, the appointment was rescheduled for Memorial Day am. Same conversation about the holiday. Today, Memorial Day - I received a phone call cancelling my afternoon appointment (not) as it was a holiday.... they would reschedule later in the week. Complete mismanagement.

Very pleased with the rep, helpful, knowledgeable, work crew was helpful, efficient! I chose them because for the financial offer they gave me.

I fixed leak by tightening but. He agreed no leak. Said $210 to replace pipe and spigot . I declined. Changed $49. Five minutes with me and five minutes to write bill and estimate. Had to get plumber because of house inspection before the sale.

Quick and efficient. The price was fair and great quality

Plumber came over to clear a plumbing backup. The plumber was professional and very nice and the job was done well and to our satisfaction. Then he proceeded to start working on the slow draining sink. He got part way done and asked if it would be ok to come back the next day (It was after 5 pm and since this is our third bathroom we said that was fine). The sink was left in an unusable condition. They did not come back the next three days after I called them everyday and they assured me they would be there every one of the three days. I finally have to get the sink in working order myself and the sink is still slow.

Excellent plumbing job by Justin, He found the leak right away and fixed it. after I dealt with a dishonest roofer. ARS is a great company and I will continue to use them for my plumbing needs. I highly recommend Justin.

Repairman only gave reasons why he couldn’t fix things. Had to ask him to leave. First, he only glanced at my expensive sink faucet and said I’d have to put in a new faucet because he didn’t have any parts for that one. I complained that he didnt even know what was wrong with it yet. He replied that once he touched it I would be paying his rate, like this was a threat I was gonna have to cough up big bucks if I wanted him to even diagnose the problem. Since his first immediate solution to fix my lovely farm sink faucet was to replace it with some basic thing he had on his truck, I declined to have him look at it further and opted to just do the emergency repair: fix my hot water heater. At the heater, he took one look and said he’d never seen one like mine. (I live in a major development where everyone has one like mine.) it was going to take a long time to get a new control box he speculated, without doing any investigation. He said I could just put in a new one, but he couldn’t do any of that work that evening. It would take a very long time to drain, etc.etc. I was upset. Asked him to leave. He wanted to stay and argue. Told me we could go in my house and he would call Rheem, the water heater company, with me to discuss my water heater with them. This was after hours. I’ve never had a repairman want to look up a company number and call them with me in my house. Bizarre. I asked him to leave a couple more times and he did finally. I had called ARS Thursday morning to set up an appointment for Friday afternoon. They gave me 12 to 5. I asked if they would be able to replace a water heater in that time if it was determined that was needed. I was told yes then, and they guaranteed the same thing again when I called ARS twice on late Friday afternoon to find out where the plumber was. Don’t worry, they’ll be able to do it then, I was told. But the guy didn’t show up until after 5pm and now wasnt going to fix either of my issues. AND it was now too late to get another plumber out that night or weekend without paying emergency rates. Absolutely horrible service.

Did complete HVAC Preventive Maintenance, that is included, within first year newly installed system.

It went extremely well. We signed the contract on Friday afternoon, and the two-man installation crew was at our home by 10 am on Monday, a federal holiday. They worked 8 or more hours in order to make sure we had heat that night.

Roberto was very professional. repair went very smooth. Would recommend

After they installed the new air conditioner there was cold air coming out of the vents, but it wasn't cooling the whole house. I called the company and the came out and replaced the thermostat. This solved the issue for about a week and a half and then it stopped working and hasn't worked since. I've called them several times and they kept telling me it needed a new part. They finally came out a few weeks later and replaced that specific part, but it didn't change anything. I've tried calling them multiple times, the last two months, and they are completely unresponsive and aren't willing to resolve the issue.

They just come in and check the unit out to make sure it's running properly. We have gotten to know one of the workers who is now in sales and we have become very comfortable with him, Preston.

It was hot in my attic on possibly one of the hottest days in Charleston, SC. But that did not prevent Chuck from keeping his cool throughout the 4 hours it had taken to get the job done. Thanks Chuck for going beyond the call of duty to keep this customer cool!

We're having some slight problems but we're not sure what it is. Let's give them an A on quality and that is giving them my trust that they are going to come out and tell me what's going on. I like the people. They were very very good. Their initial responsiveness was an A.

They managed to connect all my water lines above the concrete, like I wanted.

They found the problem and corrected it.

They came right away and fixed the issue within an hour. The technician explained what the problem was and fixed it.

They've been around for a long time. I have a regular service agreement with them, so it's ongoing. They keep my system going.

When the individual arrived to give me an estimate he did not have a ladder to reach my roof despite having it noted on the referral that I had a 3 story house that required a large ladder. He gave me his card and said someone would call me back to reschedule and that was 2 weeks ago.

It was not the first time that they basically have to cancel, they couldn't meet the schedule. They don't seemed to think that my time is as valuable as theirs. The technician said he will have his boss call me back, but he never did and that was 2 weeks ago.

First tech was late. Communications after hours was not good. Called another vendor. Still had problems. When I circled back to ARS they did fine.

Displeased with service. Technician provided accurate diagnosis of problem, but identified parts that would likely need to be replaced (control board) or likely to need to be replaced imminently at much greater cost (coils). Due to his assessment of unit condition (10 yrs old and just months out of warranty) he encouraged pricing a new unit and set that up to occur the next day with a salesman. Charged a service call fee even though they advertised a temporary free service call on the radio (same day as service) and I was told on the phone (that day) that the free service call would be honored since they had advertised it. Hard sell to purchase a new unit from them. Called in a second company, who diagnosed the same problem, but did not try to upsell me parts I did not need or try to sell me a replacement unit I don't yet need. They examined parts that first tech indicated was likely to be needed (control board) or likely to fail imminently (coils) and said they looked fine. Fixed failed part and unit is working fine, no leaks in the system to indicate coil problem.

Service was great, but the service man was hours late arriving, and we had two conflicting calls from various ARS offices about when he would arrive. We were home anyway, with A/C, and it was one of the hottest days of the summer, so we knew others were calling for emergency help, and we understood that they took precedence.

I have been happy with their service.