Business Profile

Heating and Air Conditioning

ARS/Rescue Rooter

Headquarters

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 Complaint

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:04/02/2025
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.
Was charged for a service that was not completed. I called Rescue rooter and set up an appointment for an estimate March 8th 2025 for a blocked/backed up kitchen double drain. The plumber that arrived started working in the kitchen drain as soon as he arrived, thats not an estimate. They had me sign waivers I didnt understand or was explained. The plumber broke the main cast iron pipe in the kitchen, snaked the drain pipes ************************************************************************* Before he left we ran the faucet and it was still not draining, I had already been charged for the service at this point. A family member started telling him hes not supposed to charge me for a service that was not done, specially since damage to the property was done. The plumber took out his snake again and argued with the same family member who called him out, insinuating they fight. We told him to leave the property. After speaking with the landlord, I realized I didnt stand up for myself and needed a refund. It has been over a month and I have yet to speak with an accounting associate regarding a refund, despite calling multiple times. In the invoice, under diagnosis, the plumber checked off no despite committing damage. Overall not satisfied and feel taken advantage of.
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.
We have reached out to the customer and reached an amicable resolution (processing a refund). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:03/31/2025
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.
We are in the process of selling our home. The title company learned that there was an open/expired permit that relates to an AC installation which was performed by ARS Rescue Rooter ******* via **********. We were not informed of this failed inspection ************ County Permitting Services advised that ARS would need to open a new permit, fix the issue and have it *************** spouse and I have called ARS Rescue Rooter every business day since last Wednesday 3/26. We keep getting told that the inspections department will get back to us but we have not receive any form of communication.Our home in a couple weeks from closing and we need this issue resolved ASAP. ARS will not return our phone calls to get a resolution.Failed inspection document given to us by the county is attached.
Business Response
Date: 04/07/2025

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.
Inspection completed, (see attached). ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 04/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. **** was excellent to work with on this issue. I appreciate her communication through it all!

Sincerely,

******** ******
***********************
*******, FL 32828
Initial Complaint
Date:03/31/2025
Type:Customer Service 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.
Beutler heating and air has been calling my phone 2 times a day for over 35 days, asking for my business. I blocked them from calling, however they continue to leave a message each day. I've contacted their customer service 3 times and each time have been told someone will call me back and I'll be removed from the list, but the calls continue. Now I've been told it can take up to *************************************************************************************************** will use.
Business Response
Date: 04/07/2025

American Residential Services, LLC D/B/A Beutler ("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 apologize for the inconvenience. We added the customer to the national do not call list, it typically takes 30 days to fully scrub the list. Also, we have removed the customers number from the files at the branch. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute
Customer Answer
Date: 04/07/2025

Complaint: 23139022

I am rejecting this response because:
The response I received is the exact "scripted" response I got from their customer service reps. I doubt it actually takes 30 days to "scrub" the data. However, my bigger issue is why does the company allow a practice of harassing customers every 1 to 3 days for over 30 days exist? The calls have finally stopped, after my last call to the corporate office. It should not take this level of execution to get a company, that I have never done business with, or will do now, to stop calling with a message that begins by saying "we don't mean to be a bother". Yet that is exactly what this cold call practice is. Changes should be made.

Sincerely,

*** *******
Business Response
Date: 04/11/2025

American Residential Services, LLC D/B/A Beutler ("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.
Not a scripted response, shared our process. We apologize for the inconvenience. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:03/31/2025
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 had Blue Dot come out Sunday 3/23/25 for an issue with our HVAC. They determined a fix would be needed in the amount of $2800. We have had this unit since 2018 and started having issues with it since 2019/2020. We have paid almost $6000 in repairs since. They have determined we "probably" have a lemon unit. They assured us they would help us with replacing the unit/giving discounts/contacting Carrier on outle behalf to try and get us a new unit as close to free as possible. We have talked to Carrier who needs information from Blue Dot in order to try and resolve the issue/help replace our unit. Blue Dot is now not answering or returning our calls and we are unable to get anyone to come back out or talk with Carrier to get out unit fixed/replaced. We have attempted daily calls to Blue Dot and tried escalation to management to no avail. We now are here filing a complaint with BBB and MHIC.
Business Response
Date: 04/09/2025

American Residential Services, LLC D/B/A Blue Dot ("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 who shared that he would reach back out on Friday to share his schedule for us to send tech out. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Initial Complaint
Date:03/31/2025
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.
This company installed my AC unit and I purchased a 10 yr parts and labor warranty. At the last service, the tech showed me an issue with the filter dryer. It literally looks like it will fall apart. I told him I have a warranty and he said they have to wait for it to fall apart and lose antifreeze. And that the fluid is not covered under my warranty. Not one person has ever pointed the failing part to me despite 2 x year service. He then said they could take 2000 off a new unit. It was purchased 3/22/17 not even 8 years old. The company used to show the reading on the receipt, but don't do that any more. I spoke with several other companies that felt that they possibly didn't change the filter dryer when it was installed. I looked at several other units in this neighborhood installed during the same period and theirs doesn't look like my as well. I have requested copies of old receipts multiple times with no response. Now I see my credit card was charged 240. for yearly service plan without my approval. I called office and they say the same things I will escalate my call to the appropriate person. I again said they never get back to me. I was also told when they sold me the unit that picture would be taken each visit so I could see what they were talking about and that only happened on the installation.
Business Response
Date: 04/07/2025

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 resolve the issue. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 04/10/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. Additionally, they sent a second ********** to document some technical data that had been missed. I am totally satisfied.

Sincerely,

***** ****
******************
************, SC 29579
Initial Complaint
Date:03/26/2025
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.
Customer Complaint against Blue Flame, ********************************** February 1, 2025, we purchased a new furnace and A/C unit from Blue Flame. Their installers came out that week and began the installation process. It is not yet complete because of missing mechanical and electrical permits. On March 11, 2025, inspectors from **************** and the City of ******* each found that the installation work Blue Flame performed did not meet code, and the permits were not issued. A correction was issued by each of the inspectors. I contacted Blue Flame to have them complete the work and make the correction as directed by the inspectors. The mechanic and electrician came to fix the problems, but since then, I have not been able to contact a person at Blue Flame who could arrange to have the inspectors return to finish the permitting process. I would like Blue Flame to arrange for the inspectors to come and complete the permitting process. Given all the additional time and effort I have had to personally put into the permitting process; calling different agencies, sending emails to installers and different subcontractors from **********, and contacting city and county permitting offices, it would be right for Blue Flame to give us an additional monetary discount. But that step of integrity will be left to them at this time. Sincerely, ******* ******
Business Response
Date: 04/01/2025

American Residential Services, LLC D/B/A Blue Flame ("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.
Customer inspections are scheduled for 4/1 to sign off on corrections made. We have an appointment on 4/3 to perform electrical corrections needed to close out electrical permits. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 04/01/2025

Complaint: 23119193

I am rejecting this response because: the electrical corrections advised by the inspector have not been completed. Blue Flame has not set up a time for the electrician to come and complete the work. Blue Flame has said they will set up another electrical inspection for April 3, 2025, but the electrical work has not been done yet.

Sincerely,

******* ******
Business Response
Date: 04/08/2025

American Residential Services, LLC D/B/A Blue Flame ("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.
Inspection passed everything is complete. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 04/09/2025

Better Business Bureau:

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

Sincerely,

******* ******
***************
Edmonds, WA 98026

Initial Complaint

Date:03/25/2025

Type:Order Issues

Status:

Resolved

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.

8/27/24 ** ***** Rep ** ******* visit/referred ***************** to assess issue reg boiler not meeting town code. His visit lead to a sale after I said AC not working well, ** ***** do not do repairs". Initial estimate $14, 998 I declined, lower by ******** less, total of $13, ****** which I agreed. He used sales tactics "** ***** had best offer for seniors; stand behind work; provide finance services, payments starting a year later, paid all off in 1 yr avoid interest rate"; "units were Star Certified Efficient and Home Improvement tax deductable 2024 income tax". All docs completed,signed on 8/27/24 in his laptop emailed later. On 8/28/24 I called to cancel was convinced to proceed, equipment was purchased. The equipment was installed 9/4/2024 I got Home Improvement Agreement # ************** purchase email order # H0922-282666 but not an invoice that meets IRS requirements itemizing prices of the equipment, model, parts, taxes and labor fees. Information related to ** ******************* 3/I9/25 ***** *****, ***************** Manager from ** ***** C# ************ ******************** mailed me the same docs I had with a certificate of guarantee. As of today No resolution after more attempts.Please advise me if I can bring docs copies or mail as I could NOT upload.

Business Response

Date: 04/03/2025

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 left the customer a voicemail for callback and hope to reach an amicable resolution. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

Customer Answer

Date: 04/03/2025

Attention DDD: Please know that as previously mentioned cannot upload the documents, I may be able to scan the documents If provided with a fax phone number. Can you please contact me tomorrow 4/4/2025 by phone. Please know that I have a missed call message from Ms. ***** ***** (Quality Control Manager) about wanting to make a recommendation. I left a reply message to please call me after work at 4pm but she sent an email after 7pm. I then responded that I needed in writing as I cannot longer trust ** ***** which is exactly how I feel after back & forth communication with no concrete results. I also got 2 calls from a Supervisor ***** from ********** & she also left me a message. I went to ********** personally last Saturday 3/29/25 met her and showed her the message and she said it was a mistake. "She meant to text someone else", this behavior is to me total disrespect and lack of accountability by the parties who are responsible to supply a document I am entitled to have.

Customer Answer

Date: 04/03/2025

Dear ******************************** know that I was reviewing my emails daily and today 4/3/25 was the first time I noticed an email from BBB. I would like to request to please & review accept the emails that I will be forwarding to your from **************** Quality Control Manager at ** *****. I will use the email you provided as *************************************************************** I will also contact you tomorrow at ************** after 10am. Please know that I work and I cannot answer calls during my working hours but tomorrow after 10am I can.

Thanks so much for your assistance on this matter.

***** E. ********-Affinito

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

Customer Answer

Date: 04/03/2025

Complaint: 23116134

I am rejecting this response because: I have not receive the propose document response mentioned in various emails in this web document. Furthermore, I receive an email last night from ***** Giaio indicating she will email me the recommended deal from ** ***** today and I did not receive it. Therefore I cannot agree to what I do not know. I would like to request a call from *** ***** *** from BBB to assist me understand their website.

best regards,

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

N <*************************>

Apr 3, 2025, 9:03?PM (5 days ago)

to me

Dear *** ***** ***,

This is ***** E. ********-********, BBB ID 23116134. I am forwarding all the emails I have from ** ***** and the **********. I am very sorry but I am not able to upload these files. I am hoping that you are able to accept them as part of the required documents for this case. Thank you for your assistance!

---------- Forwarded message ---------
From: *****, ***** M. <***********************************************************************************************************>
Date: Wed, Apr 2, 2025 at 7:37?PM
Subject: RE: [EXTERNAL] Re: ** ***** WARRANTY LETTER/ HD CONTRACT FOR TAX PURPOSES
To: N****** <*******************************************************************************************************************>

Good evening *** ********,

I will have a written response with a proposed resolution for you tomorrow morning.

Have a good evening.

***** *****

Quality Assurance Manager

** ***** Heating, Cooling and Plumbing

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

************** Main / ************ Office / ************ Cell

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

** ***** A picture containing text, clipart, sign Description automatically generated

From: N****** <*******************************************************************************************************************>
Sent: Wednesday, April 2, 2025 5:02 PM
To: *****, ***** M. <***********************************************************************************************************>
Subject: Re: [EXTERNAL] Re: ** ***** WARRANTY LETTER/ HD CONTRACT FOR TAX PURPOSES

*** ***** Gioai, please know I returned your call today & left a specific message that I was going to be available after 4pm. Please know that I cannot longer waste my time back & forth between you & **********. If you want to propose a recommendation to resolve my BBB complaint please put it in writing. Im sure a Quality Control Manager should be very capable to understand why I cannot longer trust ** ***** Plumbing. Thanks for being so diligent in following up with my BBB complaint.

***** ********-********

Sent from my iPhone

On Mar 21, 2025, at 9:58?AM, N****** <*******************************************************************************************************************> wrote:

?*** Again I appreciate your response

Sent from my iPhone

On Mar 19, 2025, at 11:39?AM, *****, ***** M. <***********************************************************************************************************> wrote:

Good afternoon,

The documentation is a scan image and should not have a timed option or server issues. A hard copy of the requested information was mailed to your home. The equipment you purchased is not listed as ***********.

***** *****

Quality Assurance Manager

** ***** Heating, Cooling and Plumbing

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

************** Main / ************ Office / ************ Cell

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

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From: N****** <*******************************************************************************************************************>
Sent: Tuesday, March 18, 2025 11:10 AM
To: *****, ***** M. <***********************************************************************************************************>
Subject: Re: [EXTERNAL] Re: ** ***** WARRANTY LETTER/ HD CONTRACT FOR TAX PURPOSES

Dear *** ******************************** class="MsoNormal" style="margin-right: 0px; margin-bottom: 0px; margin-left: 0px;">

Again, Thanks for your assistance! Please know that I opened the attachment to preview only and now it is no longer available to print or share. Also please know that as I previously mentioned to everyone I talked to I needed an invoice indicating that the products I was encouraged to purchase were indeed *********** Certified as I was repeatedly told during the lengthy convincing home visit sale.

Thanks again for your assistance and know that I need the documents as soon as possible.

respectfully,

***** E. ********-********

On Mon, Mar 17, 2025 at 1:10?PM *****, ***** M. <***********************************************************************************************************> wrote:

My apologies, please give me a moment to correct.

***** *****

Quality Assurance Manager

** ***** Heating, Cooling and Plumbing

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

************** Main / ************ Office / ************ Cell

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

<image001.png>

<image002.png>

From: N****** <*******************************************************************************************************************>
Sent: Monday, March 17, 2025 11:51 AM
To: *****, ***** M. <***********************************************************************************************************>
Subject: [EXTERNAL] Re: ** ***** WARRANTY LETTER/ HD CONTRACT FOR TAX PURPOSES

CAUTION: This Email is from an EXTERNAL source. Ensure you trust ******************************************************************************************************************* before clicking on any links or attachments.

Good morning I appreciate you trying to follow up w/my request. Yet the address that you use on that letter in ***************** is NOT my address. Please refer to my records and make corrections accordingly. Thank you! *** ********-********

Sent from my iPhone

On Mar 17, 2025, at 11:00?AM, *****, ***** M. <***********************************************************************************************************> wrote:

Good morning,

Please review the attach as requested for tax purposes:

Home Depot contract
** ***** Warranty Letter with Model and Serial Numbers

Please feel free to contact me directly with any questions. Have a good day.

***** *****

Quality Assurance Manager

** ***** Heating, Cooling and Plumbing

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

************** Main / ************ Office / ************ Cell

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

<Outlook-** *****.png>

<Outlook-A picture .png>

<******** WARRANTY LETTER_001.pdf>

<******** CHANGE ORDER.pdf>

<******** HD CONTRACT.pdf>

Customer Answer

Date: 04/13/2025

Please review the most recent communication email dated 4/8/25 where Ms. ***** recommended to compensate me with a check for $555 and I accepted the offer. Also please know that I had attempted to contact Ms. ***** from BBB numerous times unsuccessful. On 4/4/2025 after a call there was a recorded message indicating she was not and tried calling two other times last week but there was no answer. Please understand that I have used numerous hours trying to resolve this matter anI am d emotionally sick and upset over the delay. At this time I am willing to accept ** ******* offer and close the complaint.

Customer Answer

Date: 04/15/2025

From the CONSUMER:

Sent 4/13/2025 7:17:25 PM

Read by ********************** on 4/13/2025 7:17:38 PM

Customer Answer

Date: 04/16/2025

Business Response

Date: 04/17/2025

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.
Our accounting department is processing the check.ARS 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 ********, and I accept their proposed resolution.

Sincerely,

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

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

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

Initial Complaint
Date:03/24/2025
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.
Date of Transcation: 08/26/2020 Amount paid for AC units installation $17,800.Warranty for parts and labor: 10 years. The airconditioning unit is not working due to leak in the evaporator coil.I have approached the bussiness several times but they are refusing to honor the warranty.I have also spoken to ARS operations manager Mr. ***** ****. ARS contact number is ************.I have copies of installtion and biling receipts.
Business Response
Date: 04/04/2025

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 reached out to Mr. ******* and reached an amicable resolution.ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 04/04/2025
Thank you for taking up this case. And promptly getting in touch with ARS.
I did get a telephone call from ARS offering to refund the warranty fees.
I have verbally agreed to the offer. However there has been no further communication since the call.
I will give them about 2 weeks to fulfill the offer.
If not, will I have the option to reopen this case?
Best
******** *******
Customer Answer
Date: 04/08/2025

Thank you for taking up this case. And promptly getting in touch with ARS.
I did get a telephone call from ARS offering to refund the warranty fees.
I have verbally agreed to the offer. However there has been no further communication since the call.
I will give them about 2 weeks to fulfill the offer.
If not, will I have the option to reopen this case?
Best
******** *******
Initial Complaint
Date:03/24/2025
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.
We used them for hot water heater replacement and overall it has been a time consuming frustration.On may 10th they came out to do the installation and were here 3 hours longer than they told us, and we had to call them back when they left as it wasnt working (I overheard the technician tell the other guy they forgot to turn it back on). The guy also kept saying he will come back next time to make sure there is no leak, then randomly showed up the next day to replace a part saying the original had a pinhole leak. We also had to have their electrician come that day to put in a line in the attic, all without notice and we were told it was supposed to be done same day, so this affected my work. As it took them two full days for this installation. On top of that they had to put an ugly pvc pipe down the side of my house that the sales guy never told us ********* then after this they said they would have the city inspector out to inspect this on Monday 3/17. That day came and went with no contact or anyone coming. We called the sales guy Tuesday 3/18 who said he will have their dispatcher call us to make sure they get the city inspector out. By Friday 3/21 we still had not heard from anyone so we called again. This time they told us the issue was they need to come back and take a picture of the CO2 alarm in order to get the city inspector to come out and the installers forgot to do that... they said they would contact us back later that day with when they can have this happen. We never heard back so we called Saturday 3/22 and got their call center who said they are escalating this and will have a manager call us Monday 3/24... still nothing so mid day I called again and all they said was they are working to have someone call us. At this point I have no faith that they will call us. They first to ensure their work is good ( which based on this experience so far I am worried) and second to make sure everything is legal and gets recorded with the city.
Business Response
Date: 03/27/2025

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 reached out to the customer and advised how the City of ***** permitting works, they only inspect by photos. The customer has sent over the pictures so we will send them to our personal that handles the inspections

ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.
Customer Answer
Date: 03/27/2025
I appreciate hearing from the company and am optimistic this will be resolved. We were told I would receive an email with the results from the inspection. Once I have received the confirmation that the inspection has been passed, I will gladly close this case.
Customer Answer
Date: 03/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution. They worked hard to make things right for us

Sincerely,

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

, TX 77807
Initial Complaint
Date:03/24/2025
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 was scheduled a 4-Hour time frame for repairs to be done on my new heating and air unit. After the 4-Hour time frame I contacted the company and told them to reschedule my appointments for the next day. They told me they would schedule it for Sunday March 23rd 2025 and the technician would be there between 2:00 p.m. and 6:00 p.m. . They also stated that the technician would call me shortly. This was on March 22nd 2025@ 215 p.m. . At 245 p.m. I left my home to go to my appointment. I came home to a letter on my door from the technician at 3:00 p.m. . I have contacted hrs multiple times today Monday March 24th. I was told the people will call me and that my account is on hold. It has been over 3 hours and still nothing. My air conditioning unit is under warranty. I just wanted fixed in the time frame that they have told me. I have lost 8 hours of work because of this. That is over $300 out of my pocket for people not showing up when they say they're going to.
Business Response
Date: 03/27/2025

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.
Manager reached out to the customer shared his cell number and sent a tech out for service. ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.

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