Complaints
This profile includes complaints for ARS/Rescue Rooter's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,463 total complaints in the last 3 years.
- 525 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/05/2022
Type: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 4/28/22 Air Experts rep ********************* came to my property for an estimate. I agreed to pay a higher price based on 1 day (5/3/22) install, and I was also given a different model furnace and (as **** claimed) $800 iComfort thermostat to match the Lennox Signature Series furnace. The issue is that the thermostat was not new and I unknowingly registered under the person who previously had the iComfort thermostat. I am concerned for privacy issues regarding this matter. Air Experts claimed this was a mistake. When it was replaced by another unit, that unit was also returned and defective.I agreed to the proposal that these units are all brand new! Now I hear from the owner *************************** that because they failed to meet the 1 day on the contract that his response was "we're human". When asked about the thermostat being used and the issue for privacy concerns, "we're human and this was a mistake". It seems that any fault that this company has encountered with this contract, the repeating answer I receive is "we're human and mistakes are made".The replacement of my equipment is incomplete and was not completed. If it were completed, as per the contract, the installer would've asked for payment at time of completion. The installer did not seek payment due to being incomplete. The iComfort thermostat is not only used but it has functional/connectivity issues, and the furnace air filter section was not done properly (air filter sticks out of cut-out with a bent frame due to the furnace sitting on it).If this is the type of service Air Experts provides now, I do not expect the next 10 years with Air Experts to be any different due to already having so many issues with the system they have tried to replace/install.Included in the pictures are the contract for 1 day install, before and after s******* lineset/others to siding, water drain on ceiling, improper air filter housing which also bent under furnace, the intake/exhaust holes for furnace, and the privacy breach.Customer Answer
Date: 05/05/2022
See Attachment/File: Attachments
Business Response
Date: 05/24/2022
American Residential Services, LLC, ("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 regarding the issues expressed and, to hopefully achieve an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at ********************************************Customer Answer
Date: 05/25/2022
(The consumer indicated he/she DID NOT accept the response from the business.)
I have tried to work with *************** including already making a full payment in good faith with the expectation that everything claimed above was going to be resolved. They were not resolved in it's entirety.
The issues that are not resolved are:
1) The caved in and jagged metal for the air filter housing was attempted to be fixed and had hopes that it was fixed properly. Instead the air filter housing now poses even more of a threat of injury because of the jagged metal that was installed over the previous jagged metal and it made matters worse as the "fix" now have more moving sharp metal parts. Once again, it poses more of a danger than previously.
2) The Lennox S30 Thermostat is not allowing me to access the HomeKit feature, which requires an Apple device running iOS software. When I spoke to an ARS representative Patrizia, I was asked to conduct my testing of the new thermostat. After testing the "new" thermostat, I am still unable to access it as the HomeKit feature is already registered to an account other than the homeowner which is myself. The privacy issue still remains and will contact Lennox about this to get the facts.
3) The filter installed was a 20x30x1, but on the outside it states 20x28x1. The filter is troublesome to remove without getting caught by the metal edges and the size is inappropriate from what is needed.
See Attachment/File: 20220525_141736Initial Complaint
Date:05/02/2022
Type: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 January 13, 2021 I purchased a new Carrier A/C system, with 10 year parts and labor warranty for $800. On April 29, 2022, we had a technician come out because our new A/C was struggling and running too much. The technician determined the system was dangerously low on refrigerant and there would be a $250 charge to do an electronic leak search, and $1000 to replace the lost refrigerant. The technician offered to recharge the system for $150, but I told him that's a waste of money since there is a leak. I asked him to leave the property because this seemed like another attempt to squeeze money out of me. Every time they come, they try the same sales pitch, which is why I bought a brand new system. No offer to diagnose the problem without payment, even though the system was just over a year old and we bought a parts and labor warranty. I had to go to another company, who was able to diagnose the problem within 1/2 an hour, at no charge.Customer Answer
Date: 05/02/2022
See Attachment/File: UniqueSaleContractBusiness Response
Date: 06/20/2022
American Residential Services, LLC, (Unique Services) 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 been in communication with the customer and have reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at ********************************************Initial Complaint
Date:05/02/2022
Type: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.
AC Unit failed to operate on 04/23/2022. Technician did not arrive at appointed time on 04/24/2022 and had to call to see if they were enroute. Technician showed up on the following day on 04/25/2022. The technician determined that the control board had failed and that it probably caused a cascade failure of the capacitor and the fan motor. Unit was covered under a 10-year parts and labor warranty as ARS Rescue Rooter installed it on 12/24/2013. Technician advised that parts were on backorder and that it would be at least a week before they arrived. He also quoted a repair estimate of approximately $3200. Technician suggested that a new unit could be installed the following day for $6000. ARS failed to respond to my calls to fix the unit and I called a competitor who was able to determine that most likely, only the control board had failed. Since ARS would not contact me, the control board was replaced and the unit is now working properly. No other components were determined to have failed. ARS did not honor the warranty that they state they provide.Business Response
Date: 06/29/2022
American Residential Services, LLC, ("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 been in communication with the customer and have reached an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at ********************************************Customer Answer
Date: 07/10/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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