ARS / Rescue Rooter Nashville

They came out after I purchased the "Big Deal" and the service worked out well. They came out and they basically told me that they basically may not be able to do the service because of my pipe was set up but they were able to overcome that and get the work done and didn't charge anything for it.

Doug Klohn completed all these tasks efficiently and professionally. He had identified a problem with my plumbing line that was causing drain issues on an earlier visit. He was exactly the sort of detail oriented specialist that one dreams of having when plumbing problems crop up. This organization responded quickly to my requests and their charges were more than fair. I enthusiastically recommend them to others, and I will definitely use them again.

ARS scheduled really quickly, they actually contacted me the day after I purchased the coupon. Two different techs showed up on time (a little early) for the plumbing service and HVAC service. They also called when they were on their way. I have used ARS before, and they usually are a little more in price than competitors, but occasionally they will run specials. The only other thing about ARS is they do try to sell you other services and extras which is OK. I did purchase a year servce agreement covering 2 more HVAC visits at what I thought was a reasonable price (based on what I have paid in past). The techs were polite, professional and courteous.

ARS has been late the last 3 times I have used them, and when the tech arrived, he didn't know what he was even there to do. He didn't have the right equipment and we had to reschedule and take more time off work. Then, he couldn't fix the problem and referred us. Another visit resulted in an $1800 charge. We were told the tech is at liberty to guesstimate the charge and he overpriced because he really didn't want to do the job. The tech "told" us this. We ended up getting another company to do the work for 1/3rd the price that ARS quoted. Also, dispatch is extremely rude when answering the phone.

very well- they were able to come to house within 24 hours of my call and clean drain efficiently. He asked if any more work to be done but that was it! Very well done.

I thought it was a great deal to have a camera sent down my drain line to check for trouble for $49.00. None was found but Doug and I discussed having septic tank exposed, having septic tank pumped, having risers installed for future access and having clean outs installed for $1250. Really liked Doug but decided to get other estimates. I found out that i can get it done for a little over half that price. I have not had it done yet because of death in family but i am planning on having it done soon. So for the camera being done for $49.00 it's an A. For cleaning out septic tank my score would be more like a C.

very well. It was done in a timely manner, the clog was cleared, he asked if any other problems, cleaned up and left!

We weren’t too happy with it. First thing they said, when they got here was that their camera was too big for our lines and said they couldn’t do that. We had ordered two deals for them because we had two lines running out of the house that we wanted checked. We wound up using one of the deals for the person to putter around and think about snaking things out. At the one place where snaking something out might have made a big difference, he said it would probably break the cast iron pipe and it might not hook back up. Therefore, he convinced us not to snake it out. He didn’t do anything expect for giving his opinion. We used one of our deals and we are still holding the other one to think of something else to do. We wanted to re-plumb our bathroom, I asked him about it, and he gave us an estimate of $4000, which was unreasonable. We were really disappointed that he couldn’t get the cameras in. I spoke to them at least a couple of times setting up the appointment and they should have asked us then what pipes we had. They were out here in a reasonably timely manner. We will use them again because we have another coupon, otherwise we probably wouldn’t.

Service tech arrived promptly and called while enroute. Performed the work ordered and gave a thorough report. Very worthwhile information that we will be able to use in the future as we continue to make improvements to our home.

Installers showed up on time, removed unit with no issues. Unpacked new unit that was damaged and not the model number ordered. After a 3 hour delay they did not have the right unit. Forced to install temporarily the unit and will need to return after it is delivered. The installation went ok but improvements will be required on the new unitf

The technician was late. He looked at the unit and determined it needed one part (this was a lie, the entire unit was burnt out). In order to get the part, he claimed he had to get a Home Depot credit card number from the main office to purchase it. This was also a lie, as ARS partners with home depot. He was on the phone with (I guess) the office for several minutes, begging for a credit card number, as we were standing in the pouring rain. While he was still on the phone, I called into their office myself, and asked that someone give him whatever information he needed. He then hung up his call, and sternly said to me, "You should not have done that". I said pardon me? He repeated several times, "You should not have done that". His entire demeanor changed. He was livid and clearly wanted me to know it. He gathered his things and got in his van and left for Home Depot to get a part fully knowing it was NOT going to repair the unit. He came back and installed it. He then proceeded to show me how the entire unit was burned out, and the part was of no use. I needed a new unit. He charged me $590 and said I could not get a new unit until Monday, (this was a Saturday), however someone would bring me a window a/c unit, as it was very hot. I had already called the main office 2 times at this point and was told a manager would call me back. No one did. The technician left, and I waited for someone to call regarding a window unit. No one did. I called the office again and left a message. No one called. Later that evening, I called the 24 hour number, and was told someone would call. I waited hours and then sent a text message to the 24 hour line. Finally, at 8:30 pm, the technician calls to tell me there were no window units to loan out. He said someone would call me first thing Monday morning regarding a new unit. On Sunday, I could no longer bear the heat and called another company who came out and installed a unit. They immediately told me that the ARS technician had to know the unit needed to be fully replaced from the moment he removed the front panel. The part ARS had installed and charged me for was totally useless to me now. However, I expected a call from ARS first thing Monday morning, as they're still thinking I need a new unit. NO ONE CALLED. I called the 800 customer service relations number and made a complaint. At 7:30 pm Monday night, I finally received a call from a manager. He apologized for what had occurred. He asked how much I paid for the unit, and told me he could have given me 50% off had I waited for them to install it. That would have been $3000. I had stopped payment on the $590 check I wrote for false repairs. He refunded me the bank fee for doing so. I told him I would gladly give him the useless part back, as I had specifically kept it for that reason. I had mentioned that I needed a new water heater. He offered to install a water heater at no cost. I have all of this in writing. I explained that it would be a week or so before I could arrange to have it installed. During this time, their accounting department starts calling me demanding to know why I stopped payment on their check. I also began thinking of the original technicians statement of, "You should not have done that." I didn't know if he meant it as a threat or what. I also didn't know if this guy had been terminated for what occurred and was even more angry. So I emailed the owner of the company, as no one returns phone calls. I told him I did not feel comfortable with anyone returning to install the water heater. He said the cost would have been $1080. He, as well as the corporate office, asked me what they could do to rectify the situation. I asked they refund me $1080, the cost of what the water heater would have been, had I felt safe allowing them back in. The owner of the Nashville location of ARS (which is who I was dealing with), Mr. Scott Brinkley, sent me an email stating he didn't feel comfortable with his guys coming back (the same thing I had told him), and that we should just "part ways". That was the last communication I have had with them. Now, as crazy as this sounds, there are many more bizarre details that I honestly don't know how to explain in writing. In addition, I explained to everyone I spoke to, that I have Lyme Disease, and could not go without air conditioning. They advertise "24 hours a day 365 days a year", which is why I initially called them. It is the craziest encounter I have ever experienced. As I said, there are many more details, I simply don't know how to relay them in writing. The entire experience felt as though I was in "The Twilight Zone". There is no customer service. Messages go unreturned. THEY HAVE NOT FOLLOWED THROUGH WITH ANYTHING THEY HAVE SAID. I honestly do not know how the company is in business. A classroom of toddlers could run a company better than these people. Just when I think they are genuinely going to make restitution for the nightmare they have put me through, I express a legitimate concern for my safety ( EVERYONE in the company knows my name, as I've left messages with every single department by this point) regarding their staff returning to my property, they respond with the exact same sentiment and tell me "We should go our separate ways". So they're not even going to do that. It is totally unbelievable.

Originally the ARS salesperson sold us a unit that did not physically fit into the attic crawlspace that it was designed for (despite measurements etc) resulting in significant hassles and the installation of an alternative make/model. There were also multiple code inspection failures owing to poor pipe insulation (see below) that resulted in the need for multiple visits from the inspector. Once that was sorted out the unit worked well and was serviced through spring of 2013. At that point we noticed dampness and stains on the ceiling of an upstairs bedroom directly under the air handler. Upon inspection (by me) it was clear that the copper pipe (coolant) insulation (the concern of the inspector) had indeed failed resulting in condensation leading to the damage. Rather than contact ARS I re-insulated the pipe myself in order to do the job properly. We then noticed another source of water coming through the upstairs ceiling in a spot that was considerably less amendable to my efforts and at that point (june 2013) contacted ARS. A service visit was promptly arranged and Donnie arrived to inspect the unit to conclude the installation manager would have to be consulted in order to address the problem. He indicated that would be done immediately and that ARS would be back in touch for the next step. At that point all contact with ARS ceased. I made numerous telephone calls and left messages and AT NO TIME DID ANYONE GET BACK TO ME ABOUT THIS ISSUE. I finally managed to get the installation manager (Ben) on the line who was not concerned about this lack of response, said he would look into the matter and then failed to email the info we discussed despite my specific request for that response. HE EVEN INDICATED THAT IT WOULD BE BEST FOR ME TO CALL BACK TO TRACK HIM DOWN BECAUSE HE TYPICALLY FAILS TO REMEMBER TO THESE THINGS AND THAT CUSTOMER SERVICE WAS NOT HIS CONCERN. Accordingly and even though I am entitled to several more years of free service from ARS I will no longer use this company. Their total lack of professionalism and customer support should result in a boycott.

They were wonderful. They were always quick to come out when I called.

They wanted to charge me around $400 for the Freon for my unit. So, I canceled my contract with them. I thought that was excessive. They never credited me for the remainder of the contract.

Repairmen (2) arrived on time and did a very good job. It was a messy job because the previous owners had a male cat that urinated on the floor vents.

I had a salesman give an estimate for an A/C replacement unit. The sales person seemed more concerned with how much I wanted my monthly payment to be rather than giving me options or taking measurments of my home. This caused me to question his knowledge of the product and I ended up using a different contractor for installation. They were also the highest estimate of the 4 estimates I received @ $6,000. I ended up using Mid State Heating and Air for about $5,000.

The service representative came and spent about two hours cleaning and servicing the three units. He was very professional and efficient. We are pleased that we ultimately resolved our difficulties with ARS and will continue to use them since they know the equipment and have motivation to provide excellent service after the rough start.

ARS was the service responsible the home warranty on the house when we purchased. The initial service person in 2009, Michael, was great and took care of our problem. He also performed the spring service on our unit. Since then, however, it has been a different person each time and each "finds" a different problem or concern and recommended immediate correction. The last straw was the service tech (another new guy) informed me that we had a mold problem in the unit. I didn't let him address the problem, instead I phoned ServPro myself. The ServPro tech came out immediately and informed me that he didn't see a problem - actually he is pleased when is he able to clean units to look like ours. I contacted ARS for an estimate for replacing all of our ductwork the first part of November. I attempted for four weeks to get the quote and finally sought another company deciding to use Kimbro Heating & Air. I have cancelled all contracts with ARS and would not even accept a free service from them.

Home Depot needs to end their affiliation with ARS as it reflects poorly on them.

They did a good jop on the HVAC installation. The zone system never worked right, and they had to come in a totally rework it. It now works fine. No problems with the water heater. No problems with the whole house surge protector, except I think they charged too much. They charged close to $1000, and afterward I found the exact same unit on the internet for $350.Pretty hefty installation fee. My biggest complaint is with thier routine service. At least three times in the past, we have had them not show up for a scheduled (4 hour window) appointment. We have used tem for over 5 years. Also, some of thier service people try to hard sell UV lamps, air cleaners for the HVAC system. I will say that they honor thier work. Thier service people are always very professional (other than the hard sell). I would get outside bids from other vendors for major work. I will continue to use them in the future.

My old HVAC started going out just after the warranty ran up, so instead of throwing money at a system that was outdated (only 6 yrs old, thank you EPA) we decided to get a new more efficeint unit. My first contact was with Home Depot due to their financing that they offered. Shortly after I decided I would pay cash. Then I decided to join Angie's list because I knew I was about to spend a boat load of money. ARS called me to set up an appointment to get an estimate. After getting off the phone I looked on here to see what everyone has to say about them. I wasn't impressed so I called them back to cancel. And filled that time with another company to give me a quote. I had 3 other companies coming to give me a quote that day. All 3 of the other companies called me to let me know they were on their way, not ARS. All 3 of the other companies gave me multiple quotes, not ARS. All 3 of the other companies took measurements of the pad, inspected my duct work, and asked me questions about what I was looking for, not ARS. The rep from ARS only took pics of my existing unit and preceeded to ask me how much of a monthly payment I was looking to have. It was then I realized this was not the company that I had just gotten off the phone with 10 minutes prior (to let me know they were on the way). I then told him that I had cancelled our appointment and had someone else that would be there any minute. He said he had drove from Nashville, so I told him to go ahead and give me a quote. Then he continues with his ''sales pitch'' as to why I should go with ARS and that ''none of the smaller companies were any good''. During this time my other guy showed up done his thing and gave me several quotes and was out the door. Another 45 mins goes by while he is continuing his pitch. He gave me one quote and I was expecting him to leave as I was telling him that I still had more companies coming out. Then I heard that wonderful phrase ''what would it take to get you in this new unit today?''. That was enough. I got him out the door and immediately threw away the package of stuff he left with me about how great ARS is and all the warranties they offer. He was already fighting an uphill battle with me, showing up after i had cancelled. And after his ''sales pitch'' and pressuring me to commit right then, there was no way I was even going to consider using them. That and his quote was twice the amount I ended up going with. But it wasn't the highest quote, only by a few dollars. I ended up going with a middle of the road unit from a LOCAL company, that I have dealt with before.

ARS came out to fix a hammering problem in the lines. Came out 4 times and it was finally fixed.

I was very satisfied with service. They were very efficient, quick and they also provide quality work. They exceeded my expectations.

Everything turned out perfect. We were very pleased. It was not a cheap project but well worth it!

They did a nice job of the installation. They were prompt and efficient. They cleaned up their mess. I was promised an automatic thermostat and they did not bring it with them. It has been two years since and I still do not have the thermostat. They also promised me two years of free service and have only been out once in that time.