ARS / Rescue Rooter Georgia (HV)

Wes was very helpful with details about a new Heat Pump Install. I had to change my rating because the service I have gotten from ARS in the last 18 months is below standard. They do not stand behind their guarantee. I leave messages for the service manager to call, never returns the calls. Unit not working properly how can a unit less than 2 years old not work properly and the company not want to help, they just want more money.

T. Terrel came in today and checked my AC unit, he explained the issue in detail and recommended some things I needed to do. He was very professional and knowledgeable. Excellent service!

I had a tech come out to look at my less than 1 year old unit as it was 90° in my house. If was after hours, and I have to say that was the only good thing, changed my comparator which was bad. Then charged me $360 for what I was told just for the part. It was 2 AM and I had been up since 5 am so I paid under protest. I called back after the holiday to see about getting my money back as everything was installed less then a year ago. I was told after the rep looked into several times that I would get a refund in 6-8...WEEKS!!!! I have been trying to reach the women who is supposed be getting me my refund but her voicemail is full and she doesn’t pick up. Not satisfied at all.

Nest emailed me telling me I had temperature irregularities and said and I'm quoting "we’d like to offer you a free visit from a Nest Pro. This visit will include a system inspection and minor adjustments, if needed." That sounded simple enough, so I setup an appointment for today from 12-4 and was told I would be called 45 minutes before arrival. I took the day off so I would be home. Well 4:10 PM comes around and still no call, so I decide to call. They said they are running the last call late and it will be another 30 minutes. At 5:52 PM I get a call saying he is 20 minutes out. at 6:15 PM he shows up and for some reason thinks he is here to install my thermostat that was already installed over a year ago. I explain that I was told there would be a system inspection. So I walk him over to my HVAC unit and I turn it on for him and he says it looks good without even getting within 10 feet from the unit or even touching it. He then takes a picture of the unit then walks back out to his van. 10 minutes later he knocks on my door and tells me that will be $62. Are you kidding me? I say this is suppose to be a free service check. Honestly even if it wasn't, I would not pay anyone a penny just to look at it for 5 seconds and tell me its good and take a picture of it. After about 10 minutes of him trying to call his supervisor and it going straight to voicemail and me on hold with nest trying to tell them what is going on, he comes back with his gear and says, "sorry I made a mistake, Nest already paid, I'm going to go inspect your system now". I told him noway, you have wasted my day and you tried to double charge for a service you didn't even do! This company should be ashamed of itself. I'm a disabled veteran and If I hadn't walked him back there with my cane in hand I would never know what a scam this was.

I submitted a service request through Home Depot on 5/24 and someone came out on 5/30. I completely understand they were busy due to the season. The tech confirm what I already advised them that the compressor was gone. A sales guy by the name of Wes came out and he was absolutely awesome. He actually assisted in tracking down my warranty info. Since that day it has been down hill with follow up and actually getting out here to install the part. Everyone I have spoken with has been nice but when I say they literally can't get anything done when they say they are is an understatement. I've never experienced so disorganization. I had an appointment for today that was confirmed yesterday morning. I get a call yesterday evening after business hours asking that if it rained could they change the appointment to the next day. I advised the guy on the phone that the % for rain was lower for Tuesday than Wednesday but we could reschedule ONLY IF it rained during my scheduled time window of 8-12. No call, so I called them at 11:45 so they can tell me I was scheduled for Wednesday...I expressed my displeasure and was later told the guy who could do it wasn't available until tomorrow. So you mean to tell.me you called me the evening before and lied. Not happy with this company right now and I advised that the GM should give me a call to discuss. Their commercial says their exceptional service is guaranteed or 100% free, what about poor customer service and follow through? I'm not looking for anything free but I do expect service when you have agreed to provide it. *Update- Tomas came out and replaced my compressor. He was extremely courteous and finished the job in what I consider an efficient and fast timeframe. He also mentioned their service contract. I try to be fair with assigning review stars. While there were issues with tje length of time it took to get this resolved the actual work was great, to which I am assigning 2 more stars. I never write off a service provider for one bad experience, so I will give them another opportunity when I look into their service plan.