ARS / Rescue Rooter Atlanta (PL)

I have had a brand new HVAC unit from ARS for about 2.5 years. From the day I contacted them, it's been nothing but aggravation and lack of delivery. After not being able to repair my old unit after disassembling it on the coldest day ever.....they agreed to a lesser price and to pay for a hotel for me until they could install. Since the installation, I have had to call them at least 50 times for various issues or lack of follow through. There have been 7 service calls where the unit will not function at all including leaking natural gas. This evening, again they did not show up for leaking natural gas. Last week the technician refused to work on the unit stating it was too poorly installed and that they needed to replace the entire unit under warranty. Guess what.....I can't get anyone to call me back regarding that and no one will come out. So, I will go the legal route/BBB. Save yourself and go elsewhere.

Vance was great! Explained beforehand what he was doing, and talked to me about what service needed to be done on my furnace.

I have never been so disappointed as I am right now with Scott and Clint. My refrigerator was accidentally unplugged by the service guys when they were install a furnace and I lost all my frozen food and I sent pictures to Scott and Clint that they requested and Scott said I would be compensated and Clint also told me that Scott was taking care of it. I heard nothing nor I have seen anything from either. I told my neighbor that was going to give ARS a call and I told her she would be better off calling Bardi.

Nate arrived on time as promised, for the complimentary follow-up inspection of our A/C furnace install from last summer. Extremely professional and knowledgeable, he reviewed each function, and demonstrated again how the system functions, so we are prepared for colder winter weather. He made minor adjustments and tested each system thoroughly, ensuring maximum efficiency in the future. Nate demonstrated throughout his visit, that outstanding customer service is an integral part of the ARS mission. His follow-up was typical of the overall professional experience we have come to expect from ARS Rescue Rooter. We highly recommend them to anyone requiring prompt, efficient heating and air conditioning service. Michael and Susan Gates Acworth, GA. 30101

I am very disappointed in the services I received from ARS (who was contracted with Lowes for the install of my HVAC). (1) Installation of the incorrect HVAC system: Sold on Carrier HVAC system; a dual unit and a new furnace and air handler. Rheem brand HVAC and furnace and air handle, single motor unit was installed. This took several calls to address. Once the installation team arrived to replace the HVAC with the Carrier brand with dual motor, we were informed the installers were missing parts. While the technicians were working on what they could while awaiting arrival of the needed parts, one technician stopped wearing his foot coverings and dragged dirt all over our beige carpet that we had just had cleaned. When we asked him to put them back on and pointed out the issue, he was nonchalant. We had to go to his supervisor with this issue. We were promised compensation for carpet cleaning ($125) but have yet to receive compensation as of July 3, 2023. Upon installation of the correct HVAC (Carrier brand), that evening the air conditioner stopped working - it wouldn’t cool down. We called out to ARS to take a look and we were informed there were issues with the installation that required additional intervention. One week later after the supposed “fixing” of the issue, the air conditioner is not working again and there was condensation on one of the air vents. We called ARS and a technician came out who did not properly fix the issue. When calling ARS back to get another technician out, the “supervisor” that addressed the call was not helpful in getting a technician out. The manager called us back to explain we would be getting a more experienced senior technician the next day to re-assess the issue. The senior technician arrived today and spent hours triaging the issue. A new thermostat was placed and he found that the brand new air handler that was installed was broken (Cool air was not being pushed to the rest of the floor). They must now order a new blower from the manufacturer. (2) Multiple calls were placed into fixing the black box that was installed improperly as no notes were left on my file regarding the initial installation issues. One technician l came out and duck taped it together which was not okay given the exposure of the wiring inside presented a fire hazard. After talking with several upper management, we finally got someone out to replace the box. The lack of communication, the frustrations of having conflicting information from the company and technicians (there were multiple times the technicians would contradict the work of previous technicians from the same company), various technicians coming out with missing parts and information, lack of professionalism, and general lack of consistency of the knowledge of HVAC repairs amongst the technicians, all while dealing with being pregnant and having a newborn (a job that should have been done before my delivery and not take over 2 months to get right) is why I do not recommended this company to anyone and why I have submitted this complaint.

Aweful. do not use this company at all. i wish i'd never used them at all. Everytime they come to service it cost me $100s of dollars and when they leave another problem occurs. Its a rip off scam. Stay away.

We purchased our new unit in May 2020. It has never worked correctly. Techs have been out over a dozen times. We have been without heat since December 23. At the end of December, they told me we needed a new part. I've called and sent texts and was told the part was on back order so we've been waiting for over a month without heat. I called today, and they said they had a tech on their way, but they didn't schedule that appointment with us, so I had to scramble to find someone to get home, only to find out that they NEVER ordered the part and I don't know why we've been waiting. No one could give me an answer. Do not waste your money or time. They are completely incompetent.

BEWARE! I don't mind paying a premium for HVAC parts and labor, especially when it's cold and my family needs heat, but this company attempted to charge me 10 TIMES MORE or 1,000% MARKUP to replace a blower motor and capacitor. PLUS they said I needed an even more expensive part that I DID NOT NEED to fix my system. The quote asked for $2,248 for a blower that costs $280 on Amazon and $602 for a capacitor that only costs $12 on Amazon! The unnecessary part (a compressor) was priced at $4877. Then the serviceman said I should just replace the entire system, but couldn't tell me how much more it would cost. He said I would have to have another salesperson come out to measure the system. I could not afford $3,000 of repairs at the moment, so I asked him to leave. Then I researched part costs and was shocked at the mark up. I had to pay $89 for the service call but sent the they should be EMBARRASED to keep that money. I just don't want to see anyone be duped into buying parts and service from ARS Rescue Rooter when they clearly intend to RIP PEOPLE OFF and charge a ridiculous mark-up to unsuspecting families and home owners.

Didn't test anything. Tried to sell my elderly dad a new system. Then charged my dad $109 for their sales pitch.

ARS installed 3 Trane systems (Furnace and AC) for me through Home Depot in 2010 and 2012. One of the units installed in July 2012 failed on 6/14/22 still un Der the 10 year warranty. The first tech that arrived spent a few minutes looking at the wiring then closed everything up and told me it would need a new compressor, contractor and capacitor, $4800 minimum but wanted me to talk to their sales folks about a new system. Before I agreed I needed to get a second estimate. After he left I noticed that the furnace fan would no long work and there was an error on the Nest thermostat "No Power On R". I checked the furnace and it was off so I turned it on but nothing. I checked the outside unit and it was also powered off. When I flipped the service disconnect sparks flew from the side. I checked the breaker and it had tripped. I opened the panel and the tech had left all the wires from the main power and the capacitor disconnected. The 240V line had shorted to the metal cabinet and burned the connector off. I repaired that connection and reconnected the wiring following the wiring diagram inside the cabinet. Still no power on the thermostat. After closer inspection I found the water level cut-off switch on the overflow pan had been kicked off and was laying on its side causing the system to think it was overflowing with condensate water. Once I returned that to its correct location the fan was operational. I contacted ARS to let them know I was not happy with the electrical short and that it could have caused someone to get shocked. I called Trane to get another dealer and at that point discovered ARS/Universal is no longer a Trane authorized dealer. I contacted Hammock's AC who sent a tech out early the next week. The Hammock tech did a pressure test and found a leak in the outside coil, not a compressor failure. He also told me that my unit was not registered with Trane so he couldn't preform the warranty service and I would need to go back to ARS. I contacted ARS concerning the warranty and they had "changed systems" five tears ago and had not record of any of my installs. I took videos of the leaking coil and the serial mumber plate on the unit and sent them over. Trane indicated the unit had been installed in 2010 but that's not possible since the manufacture date was 06/2012, one month before my install. They sent the info to Trane who registered the unit and allowed the warranty repair. This entire process took almost a month (with no AC and high 90's temps). They finally showed up to do the repair, demanded $1500 prepaid before they would even look at the system. I obliged and paid $1500 via Amex. I took the tech to the AC unit and explained the location of the leak. He was very confused as he was there to replace the compressor!! He could not do any repair so he left and could not do a refund so there went buy money. I contacted ARS and asked for my $1500 refund that they still have not provided. I have disputed the charge with Amex and they have provided a refund while they review the dispute. I have contacted Trane to verify that I am still under warranty and Hammock's will be here tomorrow to replace the cold for $250 less than ARS. I have contacted ARS HQ and spoken to Tisha in custom satisfaction who tried to help but could do little. I contacted their head of customer service in HQ in Memphis and as of today heard nothing. I can only advise you stay as far away from these people as you can.

They have been very good and I would definitely hire them again.

My buyer recently purchased this house and tenant complained the the first floor supply vents not blowing hot air/ closed. We called ARS Rooter and the guys gave my buyer $1500 estimate rather than finding the dumper or any place which shuts down the floor vents. He hired another person and he found the splitter for downstair floor in 5-10 minutes. In another instance I hired for my house for tuneup via Home depot and they just checked the system and gave my estimate what need to be done and said home depot call it tune up but it is basically inspection, deceiving. Will never hire or recommend.

DO NOT USE THIS COMPANY IF YOU WANT A GOOD JOB DONE AND GOOD SERVICE. I had two HVAC techs come out to install a new HVAC unit at my home, after they contacted me through the Home Depot website. It was very clear that it was the first day on the job for one of the technicians. 8 hours into the job, he fell through our ceiling, damaging it right before the hurricane hit us so our top floor is very cold right now. It took them 2 days to completely install the HVAC unit when it was originally supposed to take 1. They promised me a contractor would come to fix our ceiling and it's been 8 days since the incident and no one in their office has contacted me. I have called our Sales rep and their main office multiple times during this period.

Annual maintenance turned bad. I’ve been a loyal customer of Universal/ARS for almost 10 years. I purchased a new system in 2011 and another in 2013. I have maintained a maintenance contract with ARS the whole time and no one has touched my HVAC system except for Universal/ARS. I have had some issues with ARS service in the past, but my most recent interaction has left me more than furious and going with another HVAC vendor. 4/8/2020 - $269 - I scheduled a routine maintenance check and would renew my maintenance agreement at that time as well. During the inspection by technician “D”, I was told the coils in both the upstairs and downstairs had some rust, the outside had very dirty coils, and the capacitor was bad or going bad and needed to be replaced. I cleaned the 1 of the of the outdoor unit coils myself. I then called ARS for service to clean the second outdoor unit coil and replace the capacitor. 5/30/2020 – $1096 - Service call with technician “D” (same person). Capacitor was replaced and the coils on the 2nd outside unit were cleaned. “D” also checked freon and indicated freon was low. Freon was charged in 1 of the systems. “D” also indicated, upon inspection, the communication boards for the 2 Honeywell thermostats were not functioning properly and we should also have surge protectors installed. “D” indicated price for communication boards would $269 each. (Freon = $583, Replace capacitor = $308, Coil cleaning = $200) I called to schedule a service to replace 2 communication boards and install 2 surge protectors. Received confirmation from ARS on 6/9 for the service call and I asked to verify the call was for 2 surge protectors and 2 communication boards and verify the cost. That was confirmed and the price would be $260/board and $368 for both surge protectors. 6/10/2020 - $713 – Service call with technician “D”. “D” had only 1 box with thermostat and communication board and said the charge would be $509. I said no, the agreement was for $269 per board. After “D” had conversation with the service manager, they agreed to charge me the quoted price. However, he only had 1 item and no surge protectors even though I confirmed on 6/9 what was needed and what the work to be completed was. “D” installed a thermostat and the associated communication board. While here, “D” checked the freon level of the unit that was not previously charged and said it was low on freon as well. I said charge it then. Not sure why this wasn’t done previously nor why he arrived not prepared to complete the job as described when I made the appointment. After “D” left I noticed there were errors on the thermostat, but no user manual was left. I also decided since this thermosat was different that I was willing to pay for the Honeywell Redlink Gateway .(Freon = $444, Replace communication board = $269) I called ARS on 6/11 to schedule another appointment to complete the job and get the Redlink Gateway installed as well as well as the temperature sensors. I requested a price on the Redlink Gateway. The customer service person I spoke to, “K”, indicated she would need to talk to the service manager and get back to me. I never received a call back. Next service visit was scheduled for 6/24/2020. 6/24/2020 - $398 – Service call with technician “D”. “D” arrives with surge protectors and comms board, but no Redlink Gateway. “D” installs surge protectors as well as the 2nd communication board and thermostat. I am not charged for the 2nd communication board and thermostat at this time since all the pieces (i.e., Redlink Gateway and temp sensors) weren’t installed and would be charged the next visit. (2 surge protectors = $398) After “D” left after installing the thermostat and communication board, we notice the air is not cooling. The fan was on but no cold air. I immediately called to let ARS no we had a problem after technician “D” had left. 6/24/2020 – NO CHARGE EMERGENCY CALL – Service call with technician “A”. “A” arrives late in the evening…approximately 9PM EDT, which is ok with me, but is not masked (COVID19 concerns) and no shoe covers and it has been raining. Technician “A” hears my concerns, does a brief inspection of the unit I claim is not cooling and had just gotten a new thermostat and communication earlier that day by technician “D”. “A” goes between the 2 units to compare. I had taken pictures of the wiring for the comms board to show they were wired differently. He also checks the units outside for freon even though I explain I had just recently been charged over $1000 in freon by ARS within the past 3 weeks. “A” says there is no problem, everything looks good. I disagree and tell there is a problem because the unit is not blowing cold air. He says he doesn’t why…and leaves. After “A” leaves we notice that now the unit would not even turn on. He also left the empty bottle of water I had provided, since it was a warm evening, thrown in my yard. (1.5 - 2 hours) 6/25/2020 – NO CHARGE SERVICE CALL – Service call with technician “M”. “M” arrived. I explained to “M” that the unit in question would not turn on after technician “A” left the night before and there was no power to the thermostat. Upon inspection by “M”, the unit was left open and the power switch was off. “M” also noticed that there was used aluminum tape strewn across the attic floor as well as the paper backing from the tape. He asked if “A” left it like this. I said I guess so. “M” inspected the wiring to the communication board and made some changes. ”M” inspected the outside unit and indicated it was low on freon. I said no way and that I had just spent over $1000 of freon in both units in the past 2-3 weeks and specifically put 3lbs of freon in the unit we were looking at. “M” indicated that there was a probably a freon leak. “M” also noticed that the inside unit would intermittently turn on for a few minutes, then turn off. I asked why it was turning off. It shouldn’t turn off till the temperature reaches the set temp on the thermostat. I had asked “M” to just put the old thermostat back on as the system was at least blowing cold air with the old thermostat and communication board. “M” indicated that it was not a thermostat problem, I told him I disagreed, since everything appeared to be working before the new thermostat and comms board were installed. “M” made several calls to his office speaking to Mike”. After some diagnostic tests, “M” determined that the new communication board was faulty and a replacement was needed!!! At that point, “M” put the old thermostat and comms board back on. The system began blowing air and thermostat was getting power. “M” attributed the problem to the faulty comms board. I explained to “M” that no refund is needed for the thermostat and comms board as I had not yet been charged for it. I still have not gotten the Redlink Gateway. “M” indicated several times during the conversation that I needed a whole new high efficiency system. I pushed back on that as the system I have is not even 10 years old and has been maintained by ARS. I was told my options were 1)replace the entire system with a new high efficiency system, 2) keep filling the system with freon, 3) replace the indoor unit coils (it’s still under warranty and would cost $1700). I was told that I needed to schedule another service call to do a freon leak test. I called ARS to schedule the leak test and asked if the leak test would tell us where the leak was. The day before the next service call, I called to cancel. I had had enough of ARS. I called another HVAC company who promptly came out. 6/27/2020 - Technician “E” arrived early, and listened while I explained the situation. He inspected both units. Upon looking at the problematic unit, he made a couple of wiring changes and the unit began blowing cold air. Additionally, he indicated that the outside unit was low on freon. I explained that I had paid over $1000 in freon for both units. He was surprised and asked why so much. He explained

Poorly, nothing but problems from day 1, you will have to keep calling even after you leave voicemails for a call back. One of the units did not have the proper drainage and unit got shut off and my crawl space was wet. QA promised to send someone out, but that never happened.

I told him one of the air conditioners does not cool like the other. He told me there was a leak in my line and it was going to be $350. He said it needed 4 pounds of puron which drove the price up. He also said the secondary pan upstairs had a full water condensation pan which needed to be emptied. I know he did not service both units like he should. I told him I want my money back . Another tech came out from a different company and he confirmed my air conditioners were not serviced. He put some sealant in and charged a lot less than the other company did. I will never use them again.

Horrible. Furnace was not installed properly. Had to call back many times to do adjustments on thermostat. Wrong thermostat was installed. Still is not working properly. Was supposed to have inspection and we are still waiting on the inspection to be made. They did not show up for repairs when repairs were scheduled. Worse experience I have ever had with an installer. Furnace and air conditioning system was nearly $10,000 and the service we received was horrible. Installation was in September and we are still waiting on the inspection.

Great, good and prompt service

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Received a call 30 min before arrival. The technician was excellent. He explained things and was through.

I can't remember how much it cost. The did a good job. I'd give them a high rating. Price was competitive. They did a reasonably good job.

It went well. They were timely, and very professional. They explained the details of what they would be doing and they were very through with their clean up.

They did ok. They treated it like a marketing exercise for treating the whole system. The price was reasonable. They were not focused. It was more like a marketing engagement.

Awful. This is a recurring problem. Every few months I call for "not cooling" and spend hundreds of dollars for Freon to be added. They said I had a leak. I paid for a leak search. They claimed they found it and fixed it a and added almost $400 worth of Freon (over and above the leak search). They have also claimed thermostat not working so changed motor, new control board. At least 2 visits a year since 2015. Last visit 6/3/17. $350 Freon added. Rep said he'd have service manager call me. No call and unit not cooling again

Once again, just like the last time. They were very professional. They were very quick. They allowed me to ask questions. I followed them and was talking to them. They answered all my questions satisfactorily while they were working. I think they did the work well. We have had the unit now for four years and we have not had any problems and we have the maintenance on it so I am very happy especially because my rates have gone down too.