ARS / Rescue Rooter Nashville

Did an excellent job with all the small projects but was also very professional. Quality work.

I am giving ARS a two star rating rather than one star because the tech that was sent out to diagnose and repair my HVAC problem was courteous and efficient during the entire brief service call. I would recommend him as a tech. But I would not recommend the company itself as I do not find them to be trustworthy and I do not believe that they value the quality/value of services provided or their customers as much as the money they make off of services rendered. I’ve been an ARS customer since 2017 since they did the replacement of one of my two HVAC units, and then the other the following year. Since then I have been paying the “membership fee” and having regular maintenance on both units one-two times a year. I reached out to them when I realized two days ago that one of the two units had stopped cooling and was thus affecting the conditions in other parts of the house as well. I was pleased the next day when I found that on a Sunday they were open and were able to send a tech out that evening. My dissatisfaction came by the end of the service call when I realized I was being charge $280 for a 10 minute repair on a warrantied unit and a service call lasting less than 30 minutes in total. Upon my own investigation after the fact, I realized that the warrantied part was less than $20 and that this repair cost was well above what would’ve been charged by other companies for the same repair. It is worth mentioning that their website clearly states, among other things, that I would be provided with something in writing showing the details of the service visit before work is done; I was never provided anything in writing beforehand. When I called to make the appointment and discussed my unit being under warranty, I was given a blanket response that there would be no charge for the call and that they would deal with the manufacturer company regarding the warranty. After the service call was done,I was emailed a “receipt”/invoice that I was expecting to provide the details of the services rendered including the breakdown of what I was being charged for and the discounts applied or fees waived. Instead I got a very generic looking invoice that did provide narrative detail of the services rendered by the tech and the total dollar amount I was charged but no breakdown of charges, fees waived, or discounts applied. In hindsight, I do realize this is why doing your research beforehand and asking plenty of questions during the service call are beneficial and that I was caught up in the need to have the repair done at the time of diagnosis for the sake of quickly returning the conditions within my home back to a level of comfort. Lesson learned. However, I decided to call ARS today to voice some of my concerns and discuss the breakdown of the charges fully anticipating that I would likely not be offered any kind of refund or credit. I did my best to remain respectful and rational in my tone and responses during the conversation. The manager that the company had call me back was surprisingly unprofessional. From the second the conversation started I found him to be pretty aloof in his demeanor, which then set the tone for a very ineffective conversation fueled by his consistently unhelpful, callous, and defensive responses to anything I had to say or anything I questioned. I was repeatedly told that he charges the same blanket fee ($280) for warranty service calls “regardless of whether I live in Nashville or Clarksville” simply stated by this particular manager because he “has to make money from the call”. The conversation ended with him stating his refusal to discuss anything with me any further than abruptly hanging up on me. I was stunned at the level of unprofessionalism in the call. Again, one of the more unprofessional conversations I’ve ever had with someone on management level. Not that I believe that it matters much to ARS of Nashville, but they have lost a loyal customer and I will do my best to sway others away from using them for their HVAC needs also.

They are soooo horrible! I called them to come fix the AC, they sent a guy and he said to pay and he needs to order a part so I did. 4 days after no call no show I called and they did that the guy forgot the part. They sent another guy to come check what part, he came 2 days later and installed it. Today I woke up and the AC didn't work downstairs. I went upstairs and the whole sleeve came out (see picture) they don't know what they're doin! I called them and they said they have no one to send...

I had a new residential HVAC installation done in December 2022, after involved discussions with management and sales regarding reports of major installation issues and was assured that those issues were one time issues. During install, I asked repeatedly to confirm that everything was done correctly and was assured that it was. In May, after not receiving a promised follow-through, I asked to have refrigerant charged, since initial installation team indicated to me that it would need charge completed when weather was warmer. Yesterday, AC was not functioning. Service tech indicated that he found multiple issues with install, including no duct work sealing and then told me that ARS typically charges to correct any defect with install related to duct work. After discussing with mgmt I was not charged, but I’m not certain that I trust anything this company says that they do correctly. Home Depot should find another partner for AC services.

I wouldn’t dare do service with them again

Good with inspection and maintenance to keep everything smooth

Everything was as promised. They were fast, professional and courteous.

Furnace installed in upstairs attic. Installers installed it wrong. They plumbed the drain pipe for the aux drain pan up hill and installed the P Trap upside down. (The other company I called stated that since the sensor was on top, the water would've never hit it to shut the system off when the problem occurred.) While we were away on vacation, the main drain pan clogged. It reverted to the aux drain pan. Because it was plumbed uphill, it backed up and flooded our house. I also paid for a cutoff switch in the aux drain pan, but it was not installed. If ARS would've installed it, it would've prevented the flood. The flood was so bad, our hardwood floors were water logged and our downstairs and upstairs ceilings have water stains. I first called a different company to tell me what happened (afraid ARS would not tell me the right story.) They explained to me all the mistakes made. ARS offers a 100% customer satisfaction no questions asked refund guarantee. I called ARS. They refused to help me or repair anything. They refused to come out to the house to evaluate the damage. Maria, Nashville's service manager, stated that their records show they installed it correctly, they will not come out to the house to view the install, and their policy prohibits covering water damage claims. Will cost me almost $7,000 to repair all the damage they caused. I would never trust ARS again with any install or HVAC needs. I still haven't repaired the damage yet. I did place a home owners claim on it. But, I need to come up with $2500 deductible and I just haven't had the money. I also haven't gotten the furnace fixed yet. The clog was removed by the other HVAC company. But if it ever backs up into the Aux drain pan again, the same problem is going to happen. The only way to fix it is by jacking up the furnace so it's higher than the drain so it drains down hill. Right now, I have many water sensors around the furnace so, if it does happen again, I will get notified before it causes so much damage again. This should be ARS Insurance covering this claim, not my homeowners insurance which is going to raise my premium. Just to make it public, it was an installer by the name of Josh R. that installed the furnace. I'm sure ARS does fine work most of the time and all companies hire a dud employee. But, when a mistake happens by their employee, they should take care of it at an employee level, but also own it as a company to make it right to the customer. ARS will not help you when you have a problem with an install. And, to add to the blow, I'm still making monthly payments on the furnace install that was shotty work. TO FOLLOW UP ON MY REVIEW. ARS DID ASK ME TO CALL THEM TO REVIEW AGAIN. THEY JUST CALLED ME AND RECONFIRMED THEY ARE NOT RESPONSIBLE FOR ANY DAMAGE. ARS WILL NOT HELP YOU IF THEY CAUSE DAMAGE. THEIR WARRANTY ON THEIR WORK IS WORTHLESS. Below is a link where you can see pictures and videos of all the damage. [*** Link removed ***]

Called before labor day with system down. Unit is less than two years old. They charged over$500.00 to put in a thermostat. The found problem with other part. There is supposed to be a ten year parts and labor warranty. New part under warranty and have been told will cost at least 200.00 to install. Part ordered. 3 day wait for part to come in. Still waiting for install. They don't return calls they over price and then had the gall to try to sell me something else. Still don't have air after a week of waiting. If there is a score lower than F they have it don't use them

They were very courteous, called to let me know they were on their way and were on-time. Also, they were very clean, left our house also very clean and did an excellent job.

NOT EXCELLENT SERVICE. VERY POOR COMMUNICATION. NO SHOW NO CALLS. WON’T HONOR WARRANTY. BUYER BEWARE. I purchased a complete system replacement with a 10yr parts and 10 labor warranty. The unit wasn’t running well; it had a vibration. A had a service call and the tech determined the problem was covered by warranty. Parts would be ordered and I would be called to schedule the service. No call. After more than a week I start calling them. The call center keeps saying I’ll be called back tomorrow. Another week later I finally get scheduled and the tech was a no show no call for the service. I get rescheduled. They come and don’t install parts saying no warranty coverage. The tech was rude with a “sorry about your luck” type demeanor. I escalated with management. All are very slow to respond and have had conflicting information about my warranty coverage and the original service they performed. They are now telling me that I have a 1 year labor warranty and that they didn’t replace my whole system. After another 2 weeks and no resolution, the management level tells me to call the corporate level. And, it’s been the same at the corporate level. I explained the situation in detail to a rep and was promised a call back the next day. Almost a month goes by and I left 6 vmm for this person in corporate without a callback. I finally start calling other numbers and eventually get transferred back to this same rep - she did not remember my situation; had no new information; I had to explain everything again; I emailed her my documents on the warranty this time; she says she call me back tomorrow and then NO CALL! My system has not been running right this whole time and I’m shocked by how this has gone and thought I had been dealing with a reputable company.

They're great, on time and professional.

I think it went great, having never been through this type of project before. Replaced my entire heat and air conditioning systems. The guys removing my old system realized pretty early on that while getting the old system out of the attic wouldn't be a problem, the new furnace was bigger and would not fit through the hatch without making some additional modifications. They had a carpenter at the house within an hour to remove trim work and disconnect the pull down stairs in order to make room for the new unit. The install guys found other work to do while the carpenter was here in order to keep progress moving forward, and the carpenter even came back later that day to make adjustments to the fit of the pull down stairs/ hatch when it didn't close quite right the first time. The duct cleaning had to be a separate appointment. While they arrived about an hour later than scheduled, they were respectful of my belongings in the house, and changed their original routine to try and limit the chaos in order to accommodate my cats, who were a little freaked out. That might have made their job a bit less efficient, but it was greatly appreciated.

The workers were very professional and a pleasure to work with

They did a quality job in a timely manner and respected the inside and outside of our house, would hire again 5 STARS !!!!

But it never got done. They were suppose to evaluate what our problem was and they could come back the next day and they never came back the next day. I would only call them to get out of the service agreement with them.

Great! Very professional, prompt and quick for the amount of work they did.

Mark S. was great! Very professional, did the job well and went the extra mile to make sure I was happy with the work.

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It didn't. The Home Depot "MyInstall" program put me in touch with this company after I attempted to buy a 38 gallon low-boy hot water heater (item no. 1001-301-802). The hot water heater was priced at $377 and of course, I needed it installed. An ARS representative arrived at my house, looked at my existing water heater (eight years old), and quoted me a total price of $1295 installed. I thanked him for his quote and pushed on.

It was nice that I was able to put the $6000.00 on a Home Depot card and pay monthly without finance charges.

The installation went very well. I came into contact with ARS through Home Depot on Thompson Lane in Nashville. I asked for a quote from Home Depot at 11:30AM on a Thursday. The ARS representative was at my house by 12:30PM on Thursday. The installers were present by 9:30AM on Friday morning, and the job was done by 3:00PM Friday afternoon. I obtained one other quote to confirm that pricing was competitive (the other quote was $200-800 more expensive depending on the warranty that was included). The representative that gave me the quote seemed knowledgable and was upfront about what was needed. He didn't try to up-sell me on more efficient systems. We both agreed that a 14 SEER unit made the most sense financially. The only qualm I had about the rep was that he initially quoted me $7230 for installation. Once he found out that I was getting another quote he then informed me that the company had a meeting earlier in the morning and was allowing them to given a "20% discount" because they had opening the next day. He clearly would have taken my $7230 if I had signed initially which strikes me as a little dishonest. If you are going to offer a 20% discount for the day, then offer that price up front. Don't play games and try to get a potential customer to pay "full price" if they are willing. Because of that, I downgraded their professionalism to a "B." Unbeknownst to ARS, I did go ahead an obtain another quote after they left to make sure their price was competitive. The discounted price was competitive, the initial "full price" was not. Going forward, I would highly recommend potential customers of ARS to obtain at least one more quote. I have used another HVAC company in the past (Mid State Heating and Air) and their pricing is competitive and set in stone. Going forward, I will always question the pricing of ARS because of their tactics. The installers were great. They hauled away the old unit and installed the new one without any trouble. They cleaned up after themselves well and left my attic in a better state than when they arrived. The unit was a electric AC rated at 14 SEER and gas furnace rated at 80% efficiency. For specificity in what was installed here are model numbers: AC Condenser: Rheem RA1436AJ1NA AC Coil: Rheem RCF3617STAMCA Furnace: Rheem R801SA075417MSA It was an attic installation for the coil and furnace and exterior install for the condenser. This was a replacement of a ~8 year old unit, so no new ductwork had to be completed. If I had to do it again, I would use ARS again.

The program has worked well. I renewed for 2017.

Great. They were in and out the same day. They completely cleaned up when done. Very professional. Units work great.

Making the appointment was hard in itself. I called once and made my appointment right away. Within 15 minutes, I needed to change the time, called back and they had no idea who I was or of my account. This happened two different times with some people being able to bring up my account right away and another having no record of my scheduled services, blaming the trouble on Home Depot. On the day of my scheduled appointment, I was given a 1:00 appointment time. At 2:45, when they had still not shown up, I called for them to tell me that it was actually a window range and they would be there around 3. At 4:45, when they had still not shown up, I called. Many excuses given, once again, they were on their way. Long story short, the plumber showed up at 8:45 pm and left at 11:00 pm. Work performed by plumber was great, but I felt bad for the guy that the company treated him like this. Horribly managed. Wouldn't recommend using.