ARS / Rescue Rooter Durham

I have definite mixed feeling about ARS. On the one hand, they did sell us our heat pump (Goodman) around a decade ago, and we have used them since for routine and emergency service. The service / repair technicians are always polite and knowledgeable. They also, however, always try to sell us something. For years it was various upgrades to the system that they were trying to get us to purchase (UV light, media filter, Nest thermostat, etc.), and in recent years it has shifted to their repeatedly recommending that we buy a new system to replace the 10-year-old one. We know that the system is somewhere near its end of life, but we hope that the regular maintenance it received will give it a few more years. In any case, the strong-arm sales tactics have come to be expected. On their most recent preventative service call, however, they went a bit too far. The technician recommended replacing the contactor and defrost circuit board on the compressor, saying that to do both would cost around $1450. We declined, and after he left, I opened the unit and identified the two parts in question. I was able to purchase both parts for less than $50, and replacing them both took no more than 30 minutes. Now I fully expect a repair company to be able to make a profit on their work, but even if you estimate that the labor cost plus wear-and-tear cost on their vehicle would have been $100, that still means they would have raked in $1300 profit had I gone with them. To me, that's insulting. All in all, if you want peace of mind and have cash to spare, go with them, but caveat emptor.

It went well! I have no complaints about their services at all. They were very easy to work with and I would highly recommend them.

We have a less than two-year-old system, has been working fine, decided to get some basic maintenance yesterday. First of all, the scheduled appointment was 9-11am. We finally called at noon, and they said that WE had changed the time (nope) and our window was now 1-3pm. Our technician, Christian I think, barely made it at 3pm. He did work outside of the scope agreed upon and charged us more than was expected, while not completing the work we asked for. He claimed our system needs $4k in repairs, and would send an itemized quote that night. We called around noon today because we hadn't seen it; got a fair bit of guff from Jeff on the phone for calling and asking for what was both promised and late. We received a very unprofessional list, without explanations of what was each item was for. Looked like a screenshot of their internal programming rather than an invoice. As mentioned earlier, our AC was working fine yesterday. It is currently 83 degrees in my house. I am hesitant to believe that someone would do something to make our system fail, but it seems like very odd timing. Another company will be here in the morning. No point in trusting a company that has tardy, dishonest, rude, possibly incompetent staff. Only positive, if you can call it that, is that they made a next-day appointment.

We did not feel comfortable with them. Their quote started out at $9,000 then they gave us a $1,600 buy back for our existing unit and some other discounts that brought the quote down to $7,000 for a 3.5 ton heat pump and furnace. They quoted us a Rheem unit and told us this was the only brand and unit that would work in our home. The rep did not want to leave when we told him we would think about it. He seemed very pushy and called the next day to ask us if we made a decision. We have since gotten two more quotes, one for a Trane unit and one for an American Standard unit and both were less with no discounts.

They did a really good job. Did pretty well.

From the woman answering the telephone to schedule the appointment through the end of the plumber's visit, everything was extraordinarily professional. I was telephoned twice to let me know more precisely when the plumber would arrive. Upon arrival, the plumber examined the situation and provided a written estimate. He took extreme care to keep everything as clean and orderly as possible, and he did not become frustrated when a seemingly simple job ended up requiring 2 hours to unplug the line. I was very impressed by the service from beginning to end, and I plan to use ARS Rescue Rooter the next time we need a plumber.

I know ARS does good work but it was very overpriced. wanted over $700 to fix - outrageous. Water heater was in warranty and they did not mentioned the parts could come free from warranty. I found out separately and got parts for free then had PSNC do the work for $90.

Good work, price, and demeanor. Plumber had to retrofit drain and shut-off valves, and didn't complain! They even called to say they could come earlier, and did.

The quotation was a fair price (1 1/2 Ton Rheem system). Installation was very good, installers were prompt, very professional.

They are prompt, professional, and take care of any issues.

Very pleased! Prompt, very good job, left things clean

Two hours after they left, we notice smoke coming from the unit and realized they rewired the unit incorrectly after they cleaned it. They gave us a hard time when we called them back and then they tried to charge us for them to fix it.

They have a maintenance contract with us, so they do preventive maintenance on both of my heat pumps, on a seasonal basis. They just got done doing it this season for the Summer and then they do it again in the Fall as part of the maintenance contract. And then if I call them I get expedited service and a discount. We did have our heat go out at a particularly cold time of year when there was a big cold snap, and the typical delay for getting work done on your heat pump was in the week, two week period before anybody could come out because it was so busy. They showed up within three days because of the contract. They did what they needed to do, they got it up and running, and I had heat. I've been using them for almost fifteen, twenty years. Everything they said, they did, and it turned out wonderfully. The workers are very professional, knowledgeable, and well-trained. I use them for all my heating and air conditioning. They always get it fixed, and they always get it fixed in a timely and efficient manner. I'm kind of reluctant to give A's on some things because it's unrealistic.

It took them one day to install the new boiler. There were a few workers that came out to complete this job. They left the area clean once they finished. They replaced the gas pack for the heating and air unit (it's the whole unit)t; and they installed a tankless water heater We use them for our plumbing and electrical services.

I don’t really have anything to compare the price with.

Fine...I just do not like the 'hard sell' tactics every time they visit to do a routine service, trying to sell me a new furnace/AC unit or whole-home air-purifier.

They are very professional, courteous, very knowledgeable. Found the problem quickly and fixed it. We were very satisfied.

I had a maintenance agreement, it was free.

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.