Complaints

This profile includes complaints for ARS/Rescue Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ARS/Rescue Rooter

  965 Ridge Lake Blvd Ste 201 Memphis, TN 38120

  
• 

  ARS/Rescue Rooter Pittsburgh

  1007 Foggy Hollow Road Gibsonia, PA 15044-9671

  
• 

  ARS / Rescue Rooter Houston

  10515 Okanella St Ste 100 Houston, TX 77041-5349

  
• 

  A.J. Perri

  1162 Pinebrook Rd Tinton Falls, NJ 07724-9707

  
• 

  Conway Services Heating, Cooling & Plumbing

  1220 Big Orange Rd Cordova, TN 38018-6576

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/15/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I never signed a contract with ** ***** (part of ARS). I received an email April 4th (at 1:31 am) stating I had authorized "iCheckGateway" to charge me $319.88 for a ************ Plan". Never heard of iCheckGateway and I NEVER signed a deal with ** *****. My wife contacted *** Friday 4/4 and was told we would be refunded. I called Tuesday 4/8 and was told the same thing. I just called (Tuesday 4/15) because it should not take this long. When I am done typing this I am going to file a complaint with the *********************************. I will never do business with ** *****, and I advise others to do the same.

  Customer Answer

  Date: 04/17/2025

  I received a full refund on the same day I filed the complaint with the BBB. My wife told me we had gotten an email about the refund and I checked the credit card online to verify. I didn't even get to contact the Division of Consumer Affairs, which is good. Case closed.

  Customer Answer

  Date: 04/18/2025

   
  

  From the CONSUMER:

  Sent 4/17/2025 8:20:34 PM

  I received a full refund on the same day I filed the complaint with the BBB. My wife told me we had gotten an email about the refund and I checked the credit card online to verify. I didn't even get to contact the Division of Consumer Affairs, which is good. Case closed.

  
  

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When the spring checkup was performed, it was discovered that the capacitor was low (inside unit) and the blower motor was leaking oil, subsequently, I placed a service call to ARS, from whom I purchased my HVAC system in 2021, with a 10-year warranty on parts and labor. April 1, 2015, ARSs Technician showed up, inspected the unit, ***laced the capacitor in the inside unit, covered under warranty; and confirmed that the blower motor was leaking oil; he stated that ARS will not ***lace the motor till it burns out completely, which may also cause damage to the other parts of the unit. My understanding is that not ***lacing the leaky motor can potentially cause catastrophic failure: overheating and seizure, and damage surrounding components, additionally, leaking oil can create a fire hazard if it comes into contact with hot components.April 2, placed another call to ARS (12:25) and requested to speak to a manager regarding this situation, asking that the motor be ***laced now, because it is leaking, and technically it has failed. The agent stated that I would get a call the same day, but no call ever came.April 3, placed another call at 2:15, with the same request. Agent said she escalated the situation to a manager to get this resolved and said that I would get a call within 24 to 48 hours, or sooner.April 5, I received a call back from an ARS *** and he stated again that the blower motor will not be ***laced till it stops working, and confirmed that when the motor fails, it could cause further damage to the unit, and that I should just let it run; He said He was going to check with the parts/warranty department, and he would call me the following Monday, April 7, or that I could call him. I called and left a message but did not get a return phone call. I am not sure why ARS is adamant about not ***lacing the motor now, while the unit is under warranty. As far as I am concerned, this is a ********************** concern that should be addressed ASAP.

  

  Business Response

  Date: 04/21/2025

  
  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 spoken to the customer. We have agreed to replace the motor and shared the cost with the customer. ******************** prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer Answer

  Date: 04/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

  ARS has replaced the motor under the parts warranty, and I have paid the labor portion of the repair. 

  I am satisfied with the resolution. 

  
  Sincerely,
  
  **** ******

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

  *******, ** 20171

  
  

• Initial Complaint

  Date:04/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called the customer service number in Sunday. April 6, 2025 to ask about service. I asked the *** did they service my system which is older & takes R22 Freon. She told me she couldnt tell me if they service the system. She offered a discount plan $25 monthly & $49 to come out. I had technician come out Monday, April 7, 2025 and the *** ***** open the system to even try to see why it wasnt blowing cold air as I told them. He said they dont have my Freon ******** system older & tried to sell me a new system for which they set up a call back that next day April 8 from 4-6pm & they called me at 3 when I couldnt answer. I feel this company mislead me to getting a contract & paying a fee & knew they ***** service my system. I want a full refund of $74 before I leave a review & let family and friends know of this misleading service I received.

  

  Business Response

  Date: 04/16/2025

  
  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 spoke to the customer and let her know that we will refund the *** plan, but she would not be eligible for a refund for the diagnostic fee because she was provided a diagnosis (invoice attached) . Will see refund in 5-10 business days on her card.
  ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  Date:04/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ARS heating and air installed an HVAC system in my home approximately August 2023. Since the time of installation I had to call them regarding issues with the cooling. One time I was told that a duct had fallen and that's why one room wasn't cooling. However, the issue persisted and another ********** said the refrigerant was low. In April of 2024, I had the same issue with the lack of cooling, a third ********** named Remar said the refrigerant was low again, and the duct was not connected over one of the rooms. The same duct that the last ********** said he reconnected.. Remar said if it happened again that would confirm a slow leak. I left an adverse review on ******, and someone responsded leaving a number for me to contact. I contacted the number and my calls, messages and text went unanswered. I then tried calling to speak to a manager because it was concerning that twice the refrigerant was low and the idea of a slow leak on a new system was unfathomable to me. No one ever responded. Now once again, April of 2025 upstairs isn't cooling, I had another ************ come out and they identified that there isn't any refrigerant, which would mean there has been a slow leak this entire time. I then called ARS and asked to speak with a manager and was told someone named ****** ******* would give get back to me. I have not heard back from that person. I'm now reaching out to the BBB for support. Three separate **********s that had to come out after installation to address issues with the system, all of them relating to cooling. I am requesting that ARS properly repair the cooling issue at no cost to me, since the leak wasn't properly addressed in April of 2024 or the time prior. The fact that the warranty has expired should not be an issue, , since the leak was not properly addressed. Attached is what was found by another company today, and what it would cost to repair due to the negligence of ARS.

  Customer Answer

  Date: 04/09/2025

  Attached is a photo of the review that I referenced and the response. 

  

  Business Response

  Date: 04/16/2025

  
  American Residential Services, LLC D/B/A ******* ("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 have the customer scheduled with field Supervisor to perform leak search. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer Answer

  Date: 04/17/2025

  After submitting this complaint I was contacted by a quality insurance manager, ***** ******(phonetic). She had reviewed my file, saw the number of times technicians had been to my home after the **** had been installed, and even  confirmed the notes left by the last technician regarding his opinion about a potential leak. Ms. ****** stated she would have a technician come back out to perform a leak check. And someone did indeed come out on 4/16/25 and located a leak in or near the **** unit that the company installed in 2023. The person who came out was ***** ****, and he was diligent arriving by approximately 9:15am and did not finish until after 2pm, which I really appreciated. That displayed both his and the company's goal of finding, and addressing  the problem.

  At the time of this notice, the air is working fine and the problem appears to be addressed. It is however, unfortunate, it took reaching out to the BBB to get to this point.

  Customer Answer

  Date: 04/18/2025

   
  Complaint: 23181251
  
  I am rejecting this response because:After submitting this complaint I was contacted by a quality insurance manager, ***** ******(phonetic). She had reviewed my file, saw the number of times technicians had been to my home after the **** had been installed, and even  confirmed the notes left by the last technician regarding his opinion about a potential leak. Ms. ****** stated she would have a technician come back out to perform a leak check. And someone did indeed come out on 4/16/25 and located a leak in or near the **** unit that the company installed in 2023. The person who came out was ***** ****, and he was diligent arriving by approximately 9:15am and did not finish until after 2pm, which I really appreciated. That displayed both his and the company's goal of finding, and addressing  the problem.
  
  At the time of this notice, the air is working fine and the problem appears to be addressed. It is however, unfortunate, it took reaching out to the BBB to get to this point.
  
  Sincerely,
  
  **** ****

  

  Business Response

  Date: 04/21/2025

  
  American Residential Services, LLC D/B/A ******* ("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 apologize for the inconvenience.Happy to hear that the tech was able to resolve the issue. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

  Customer Answer

  Date: 04/23/2025

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

  
  Sincerely,
  
  **** ****

  
  

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a Heat Pump from ARS in August 2024. We have had to have them out twice because there was not any cold air coming from the unit. Each time the freon was low, indicating a leak. The most recent visit was on Friday, April 4th. We were told a technician would call us concerning finding the leak and repairing it. We have called twice since then and each time we have been told someone would contact us and no one has called.

  

  Business Response

  Date: 04/16/2025

  
  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 sent a tech out to complete the repair. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  Date:04/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a 10-year parts and labor policy with ******** Services for a new HVAC system that they installed. A week ago, the system ceased functioning, at which point they sent out a technician who charged me $119 as a diagnostic fee. He then ran a leak detection test, after which he told me that he would be charging an additional $1,180 for the test as this was not covered by the policy that I paid for. When I called the ******** service line, they confirmed that it was indeed covered, and the installation tech demurred and decided not to push the issue. I then scheduled a follow on appointment to have someone come to install the compressor needed to repair the unit. After taking the day off from work and waiting all day for the technician to arrive, the service center called me and told me they would not send anyone until I paid the outstanding $1,180 charge. I again told them about the policy, which they confirmed, and they said they would need to check with their manager and order the compressor before they could get it installed. I am seeking: 1. A completion of the job of repairing my HVAC system, as covered under the parts and labor policy I have. 2. A written acknowledgement that I should not have been charged the $1,180 for the test. 3. Compensation for the day I took off either as a check or in credit against future diagnostic fees or other repairs.

  

  Business Response

  Date: 04/11/2025

  
  American Residential Services,LLC D/B/A ******** Services ("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 spoken to customer and taken care of the payment. Customer is scheduled for part replacement on 4.11.2025. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  Date:04/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a $969.00 quote for a ************ of which I paid $109.00 in advance. The service appointment was scheduled for November 15, 2024. The ARS tech did not show up for the appointment. As a result, I requested a refund of the $109.00 and was told that I would receive it. January 17, 2025, I called ARS about the refund and spoke with Supervisor, *** ***** who said **************** was processing the refund and it might take several weeks. I again contacted ARS on February 26, 2925, and received a return call from *** ***** and Ms. ***** on February 28, 2025, and I was informed Ms. ***** would ensure that I get my refund. I have not yet received my refund after contacting ARS (Ms. ****** on March 18, March 20, and April 4, 2025.

  

  Business Response

  Date: 04/18/2025

  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.
  The check request was resent to the corporate office to process. We apologize for the inconvenience. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

  Customer Answer

  Date: 04/21/2025

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

  
  Sincerely,
  
  ****** *****

  509 APPLESEED CT

  Antioch, TN 37013

  
  

• Initial Complaint

  Date:04/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  SEPTEMBER 2023 the install of 2 new air-condition units inside and out I paid the $18,500.00 I told them the issues i had with the old unit and specifically told them there was a leak in the line for the upstairs unit. The told me no worries that everything would be replaced. So i assumed they did their job. I just was told today that i have a leak in the line and they don't see that it was replaced. They have been to my home 3 times since the install to add more refrigerant. The were at my home 5 times last year because of issues with the unit not cooling properly. I just turned the air conditioners on yesterday for the first time since august of 2024 and the upstairs unit is not cooling so i called ******* to service my unit. The told me to fix the unit I would cost over $5000 or i could just get more refrigerant for $758.00 that would leak out . I asked for a manager to call me but no one has called. I called to tell them that i was told that a new line was installed with the new unit and why do i have to pay for anything after paying them $18,500.00. They need fix and replace the line. I could have just kept my old unit because im in the same situation after spending $18500.0

  

  Business Response

  Date: 04/15/2025

  
  American Residential Services, LLC D/B/A ******* ("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 a tech out and hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On approximately June of 2023, I signed a service agreement with ARS Rescue Rooter. Per the agreement, they are supposed to perform regular maintenance on my 2 central air conditioning units twice per year. I asked if the agreement includes cleaning out the lines and was told yes. As of April 2025, I have never seen them come to my house to access the units for routine maintenance. They have only come when I have called for needed repairs and I have paid extra each time. I called to have the line cleaned out (a normal part of routine maintenance) and was told I would need to pay almost $500 to have this done. The company refuses to perform routine maintenance I am paying for.

  

  Business Response

  Date: 04/09/2025

  
  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.
  A basic drain line flush is included with the HSP;however, we do not cover clogged drain lines as they will require more than a routine flush. The customer was informed of this when we were confirming the appointments. We provided a quote over the phone for the work he was requesting. Customer had already cancelled his HSP agreement, (call too large to be attached, but available upon request). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

• Initial Complaint

  Date:04/03/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im We purchased an AC from them in 2020 along with the maintenance plan. While they are incredible and follow through during the sales and installation process. Any service calls or maintenance scheduled. They will not show up or call you to let you know they are not showing up.Just this week it has happened twice already. I set an appointment for 04/02/2025 between 10-2. I called to check if they were coming as I needed to leave by 6pm. Ten minutes later a Supervisor called to tell me, I re-set your appointment to 6-9pm. I advised I could not do then, his replysorry we cannot help you. I then called back to set an appointment for 04/03/2025 from 8am-12pm. I took off work in the morning to be here. I called at 1145 to find out, we move your appointment to 6pm-9pm. I received no call, my mother is elderly and disabled so I take care of her at night. They assured me someone would be here before 5pm. It is now 5:04PM and no call.They are quick to call for payment on the maintenance agreement or advise that if you get an outside company you will void all warranties. Compound that with Florida heat and Im concerned what they will say if my system fails due to their negligence.

  

  Business Response

  Date: 04/15/2025

  
  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 sent a tech out on 4/8. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute

  Customer Answer

  Date: 04/15/2025

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

  
  Sincerely,
  
  ****** ****

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

  *******, FL 32828