ComplaintsforARS/Rescue Rooter

Name: ARS/Rescue Rooter
Address: 965 Ridge Lake Blvd Ste 201, Memphis, TN, 38120, USA
Telephone: (901) 271-9700

Heating and Air Conditioning

Multi Location Business

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Initial Complaint
11/07/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Please confirmed my effective cancellation that was done September 27, 2024 with Total Heat ***************************** I canceled my automatic monthly deduction with my private financial company. I called Total Comfort the same and canceled my contract. I never received a text message, emails message, or letter confirmation. Please ask Total Comfort to send ne a written letter confirmation. Thanks. Mrs. ******
Business response
11/08/2024

American Residential Services, LLC D/B/A Total Comfort ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We sent ****** ******* validation that her Loan with ******** has been canceled. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
11/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 10/8/24, I contacted ARS Rescue Rooter to come to my house for my AC repair. I was told my fan motor needed replacement and it would cost approximately $900. I paid $292 towards the repair so the part could be ordered. I was charged $52 for the diagnostic fee because I have a membership that lowers the cost of diagnostic fees. It took 2 weeks to get an actual written estimate. I was told by ******** Spurlln that my payment went towards the $52 diagnostic fee and the remaining $240 was applied to a membership. I explained I was not told that was happening. I never gave authority for another membership. I already had a membership so this didnt make since. I was told by ******** she was going to check with accounting. I havent received my refund yet and it is now 11/6/24. I also went through another company for the repair and was only charged $250. I want my refund. I have emails to support my story.
Business response
11/08/2024

American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
Refund receipt attached. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

****** ******
***************
Casselberry, FL 32707
Initial Complaint
11/05/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I've been using ars rescue router norcross for about 2 years now, I had them come out to do a diagnosis on my heating unit. I paid the fee with the expectation that the fee will go towards the work needed on the heating unit. I've called 6 time to schedule the service and have my initial fee applied to my service. They continue to say we see you have called x amount of times and that they are escalating the issue. We still have not received a call back about getting the service scheduled. The weather is changing and we can not continue to wait around and not have heat in our home. So now we are forced to find somebody else to come service the unit losing out on the money we paid to ars simply because they will not call us to schedule an appointment
Business response
11/12/2024

American Residential Services,LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We spoke with the customer and scheduled to complete the repair on 11/13. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
11/13/2024
On top of taking weeks to get someone to call me back, after the BBB complainant. We finally have someone come out after a couple days and the technician is completely unprepared. He said the shop gave him the wrong part so he will have to come back another day. Later that evening I turn on the ** and it is NO LONGER working. This issue all started with a heating issue now my whole unit will not function and we have no *** on the repair or remorse from the company about this. I have called since the technician left and still no one has contacted me. This is beyond ridiculous and unprofessional.
Customer response
11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.
They reached out and handled the situation. I was able to get fully serviced

Sincerely,

****** ******

, GA 30213

Customer response
11/18/2024

On top of taking weeks to get someone to call me back, after the BBB complainant. We finally have someone come out after a couple days and the technician is completely unprepared. He said the shop gave him the wrong part so he will have to come back another day. Later that evening I turn on the ** and it is NO LONGER working. This issue all started with a heating issue now my whole unit will not function and we have no *** on the repair or remorse from the company about this. I have called since the technician left and still no one has contacted me. This is beyond ridiculous and unprofessional.

Business response
11/18/2024

American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email rejection regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We spoke with the customer on 11/18, the part was installed and unit working. We apologize for the inconvenience. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
11/18/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

****** ******

, GA 30213
Initial Complaint
11/03/2024
Complaint Type:
Order Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
************************ representative was in my house yesterday 11/2/2024 to convince me to sign contract to install heat/air condition for me on 11/4/2024.After signing the contract I found out that it will be impossible to go on with the installation .I called the representative , ******* ****** on the same day at 9:12 pm twice to cancel the order without him picking up my phone call. I left him message to call me back which he did not call me until today morning at 8:58 am (11/3/2024) this morning and I told him that I cannot go on with the order and I want him to cancel the order. I am filing this complain because he threatened me to pay for the work his company has not done in my house and also threatened to garnish my house if I don't allow them to come to install the order. I have nothing of their equipment in my house. I don't own them any money and they do not have my money.
Business response
11/05/2024

American Residential Services, LLC D/B/A Columbus/*************** ("ARS")has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
The ** spoke with the customer and shared that the install was cancelled, and he wouldnt be held accountable for the amount quoted. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
11/01/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Date or installation 11-4-22 *** paid ****** Aug ******* ***** deposit Service calls repairs and parts were to be under a 10 year warranty at no cost. They came out 2/3 times for free in the beginning the they would come out every 3 months some people would charge some would not When they were called out to service the ac the at that time said there was a fee and I refused the service. I called them but no one called back A few months later they came out for a service Call and charged us $69 iwrote a check out I have the copy dated 7/16/24 Again called them to ask why a service fee since it was to be in the warranty? Then in the hurricane ****** I had a man look under the house The unit box and duct in on the ground and water had got on it The box and duct were to be affixed to the house and not be on the ground No one will come out to look at it for the free service fee and the ac is sucking water when it rains and flood under the house I want someone to fix the issues and to explain the service warranty and how I paid so much but no one is helping fix the issues and
Business response
11/08/2024
American Residential Services, LLC D/B/A FL Homes ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We spoke with the customer regarding the warranty information and sent a tech out on 11/5 to reconnect the ductwork under the home. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
11/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I am writing to request BBB's assistance to cancel my ARS PROS Club Membership and obtain a refund.ARS Rescue Rooter has been providing preventative maintenance services to my HVAC unit since 2014. In August 2024 I replaced my HVAC unit and the new unit came with maintenance service/warranty. I have contacted ARS Rescue Rooter several times (see below) to cancel my PROS Club Membership and request a refund but have yet to hear back from them. ARS Rescue Rooter was very responsive when I contacted them in August 2024 to request an estimate for a new HVAC but they have yet to respond. The persons I spoke with whenever I called they informed me that they would pass on my cancellation and refund requests to their ************************** and that someone would contact me within 48 hours to confirm cancellation.Below are the dates and times that I contacted ARS Rooter and spoke with a representative:10/9/2024 at 1pm; 10/5/2024 at 12:15pm and 9/28/2024 at 2:29pm. It is my understanding that the **** maintain a log of callers and notes.
Business response
11/04/2024

American Residential Services,LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We have refunded and cancelled the PROS Club Membership. (Refund receipt attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute
Customer response
11/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

Naanjela Msuya

, VA 20105
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Dates/Type of Service: Maintenance Service/September 26, 2024 Diagnosis: Replace ******************* The technician told me I had to pay a deposit to order the part, the full cost was 1440, I paid ******.ISSUES:HAVC was installed by ARS in 2019/with a ten-year warranty Charged before service was completed Overcharged Warranty not honored Told ARS does not have a hourly labor rate Presently, No response from ARS *************** I called the ARS *************** and spoke with ********, who was providing answers via someone called her supervisor. I reminded them I have a ten-year warranty. I asked for a refund, they said it was paid in full. Noting, the part has not been replaced yet, I asked the cost of the hourly labor rate, they said ARS does not have one, its a flat rate. I didnt get the cost of this flat rate. I expressed ****** was an overcharge for a customer with a ten-year warranty to replace one part. I missed a call from ***** (***************), I have called him back twice, no response. On October 10, 2024, a technician came out and replace the part, he arrived at 8:18am completing the job around 9:20 am, less than an hour and a half. I still have not heard from ARS regarding the overcharge and charging me before the job was completed.I checked the price of replacing a condenser fan motor with warranty with other HVAC companies and it did not cost ****** and other companies have an hourly labor rate. Im seeking a refund or some money back for the blatant act of disrespect and financial rip-off.
Business response
11/04/2024

American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint.Thank you for bringing this matter to our attention and allowing us the opportunity to respond. We spoke to the customer and reached an amicable resolution,(refund receipt attached).
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
10/31/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
On 8/8/2024 Someone from ARS came over to my house and looked at my a/c. The service tech told me that we needed to look at my furnace also I informed the service tech that my furnace was fine.He told me that he has to look at the furnace it's part of there protocol when they come out to check everything out. 2 weeks ago I tried to turn my furnace on and it would not work. So I called another company they came out today October 31st 2024 and looked at my furnace and the gas valve was shut off and a blue wire was unhooked inside my furnace.
Business response
11/08/2024

American Residential Services,LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We have reached out to the customer and refunded the *** agreement. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
10/29/2024
Complaint Type:
Customer Service Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I purchased a boiler for this company a February 2023 for ***. Everything worked fine. Begin of this season heat don't work. I call ARS back and they tell me 6500 to fix and that the boiler heater bolck is junk. I'm stuck pay 10k for nothing...or another 6500 to replace. I have kids here and now I can't afford to fix it.
Business response
11/06/2024

American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We have spoke with the customer and waiting to hear back from **** ****** regarding replacing the Boiler. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
11/07/2024

Complaint: 22488781

I am rejecting this response because:
I have not heard from them in almost a week and have no clue what is happening. I still have the issue. Broken boiler.
Sincerely,

**** ********
Business response
11/08/2024

American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email rejection regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
We spoke with Mr. ******** and scheduled the Boiler replacement for Wednesday Nov 13th. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute
Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ive been requesting my invoice and paperwork including my warranty for services rendered and have yet to receive it. Ive called the phone number and it send you to a call center who only takes notes and NO ONE calls you!! Ive texted and called! Literally spoke with someone today who said he would email it and it has yet to come!! I can only imagine if this was truly an issue with my unit!!
Business response
11/05/2024

American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has received your email, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
Requested information was sent to the customer. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer response
11/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution.

Sincerely,

Margresher ******
**************
******, GA 30601

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BBB Rating & Accreditation

A+

Accredited Since: 3/1/2006

Years in Business: 29

Customer Reviews are not used in the calculation of BBB Rating

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Contact Information

965 Ridge Lake Blvd Ste 201

Memphis, TN 38120

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(901) 271-9700

Business hours

Open 24 Hours

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Customer Complaints Summary

1,369 total complaints in the last 3 years.

503 complaints closed in the last 12 months.

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ComplaintsforARS/Rescue Rooter

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