ARS / Rescue Rooter

I cannot say enough good things about the service we received from ARS. Our water tank basically blew out and we had water all over the garage. We called several places for a quote on a Sunday. Not only was their quote free of charge (even if we decided not to go with them), they responded immediately. They had a technician, who was authorized to give full quotes on extra large tanks, out to our house within just a few hours. The office also called twice to give us updates on his arrival. The service technician, Jerad, was so very nice and very professional. He was knowledgeable about the entire process and answered every single question we had. Even when we had to ask more after he left. Jerad made the process so easy. The quotes were very reasonably priced. Casey, the installation technician came with the new unit the very next day!! Customer service called to confirm his arrival time and kept me informed. Casey arrived on time and was super personable. He was polite, funny, and professional. He made the installation look easy! He even cleaned up the water from the old tanks mess! I would hire this company again without question! 5 stars to Customer service (thanks ladies)! 5 stars to Jerad and 5 stars to Casey! As for the Essency tank, 5 stars on looks! It is very esthetically pleasing. But right now, that is all I can say since it is brand new. I will review the tank on its own after a few months. Thank you, team ARS, for such a wonderful experience. You made spending money not hurt so bad.. lol!

Our HVAC technician Derek was fantastic. He was very knowledgeable, thorough, and clearly takes pride in his work. He went the extra mile to make sure everything was checked and explained things in a way we could understand. On top of that, he was kind and pleasant to deal with during what is usually a stressful situation. Truly appreciate the great service from Derek!

Derek was super friendly! He was thorough in his assessment of my HVAC system during the maintenance check, and clearly explained the areas of concern. Derek did not try to just sell me a quick, expensive solution but rather provided several options for me to consider, with no pressure. I would highly recommend ARS to other customers!

I would not let ARS change a light bulb or flush a toilet in my home. They are terrible. Bought new Carrier unit 6 years ago, unit has never worked properly. At least 10 visits to fix unit over the YEARS, still not repaired. Called Corporate customer service and received the same lip service. Referred by Home Depot, who could care less about their service. Review the following News report at. https://www.newschannel5.com/news/newschannel-5-investigates/before-you-turn-on-the-a-c-this-summer-know-how-to-be-a-smart-consumer-with-your-a-c-repairman. Terrible company BEWARE!! Purchasing new unit now. Filing report with BBB also. Please take notice of this review, it will save you a headache later.

A very nice gentleman came to my house and scheduled an appointment. They couldn't make it but didn't call. Why didn't they call? A two minute conversation letting me know they would not be showing up would have been nice. I cancelled my plans for the afternoon because they were coming. They could have set up an aotomatic phone call or sent a text. It's just plain rude.

I am giving ARS a two star rating rather than one star because the tech that was sent out to diagnose and repair my HVAC problem was courteous and efficient during the entire brief service call. I would recommend him as a tech. But I would not recommend the company itself as I do not find them to be trustworthy and I do not believe that they value the quality/value of services provided or their customers as much as the money they make off of services rendered. I've been an ARS customer since 2017 since they did the replacement of one of my two HVAC units, and then the other the following year. Since then I have been paying the "membership fee" and having regular maintenance on both units one-two times a year. I reached out to them when I realized two days ago that one of the two units had stopped cooling and was thus affecting the conditions in other parts of the house as well. I was pleased the next day when I found that on a Sunday they were open and were able to send a tech out that evening. My dissatisfaction came by the end of the service call when I realized I was being charge $280 for a 10 minute repair on a warrantied unit and a service call lasting less than 30 minutes in total. Upon my own investigation after the fact, I realized that the warrantied part was less than $20 and that this repair cost was well above what would've been charged by other companies for the same repair. It is worth mentioning that their website clearly states, among other things, that I would be provided with something in writing showing the details of the service visit before work is done; I was never provided anything in writing beforehand. When I called to make the appointment and discussed my unit being under warranty, I was given a blanket response that there would be no charge for the call and that they would deal with the manufacturer company regarding the warranty. After the service call was done,I was emailed a "receipt"/invoice that I was expecting to provide the details of the services rendered including the breakdown of what I was being charged for and the discounts applied or fees waived. Instead I got a very generic looking invoice that did provide narrative detail of the services rendered by the tech and the total dollar amount I was charged but no breakdown of charges, fees waived, or discounts applied. In hindsight, I do realize this is why doing your research beforehand and asking plenty of questions during the service call are beneficial and that I was caught up in the need to have the repair done at the time of diagnosis for the sake of quickly returning the conditions within my home back to a level of comfort. Lesson learned. However, I decided to call ARS today to voice some of my concerns and discuss the breakdown of the charges fully anticipating that I would likely not be offered any kind of refund or credit. I did my best to remain respectful and rational in my tone and responses during the conversation. The manager that the company had call me back was surprisingly unprofessional. From the second the conversation started I found him to be pretty aloof in his demeanor, which then set the tone for a very ineffective conversation fueled by his consistently unhelpful, callous, and defensive responses to anything I had to say or anything I questioned. I was repeatedly told that he charges the same blanket fee ($280) for warranty service calls "regardless of whether I live in Nashville or Clarksville" simply stated by this particular manager because he "has to make money from the call". The conversation ended with him stating his refusal to discuss anything with me any further than abruptly hanging up on me. I was stunned at the level of unprofessionalism in the call. Again, one of the more unprofessional conversations I've ever had with someone on management level. Not that I believe that it matters much to ARS of Nashville, but they have lost a loyal customer and I will do my best to sway others away from using them for their HVAC needs also.

I would give zero starts if I could. They should just shut down. They cancel appointments an hour into the appointment window. Multiple times they canceled. Then they send one plumber to replace a pipe and say I have to have a different plumber come out to snake the drain. I say okay, they say the other plumber will come out the next day. They call during the appointment time to cancel. Finally days later someone actually shows up for a mainline cleanup. I had been promised the $99 special. The plumber that showed up, said that I needed to call the plumbing company back out that replaced the part and have them snake my bathtub. I told him that he is with the company that did that. He looked at me like I was stupid. Apparently, no one in this company talk to each other. He says it will $289 for that drain and the kitchen. That is $289 x two!!!!! I told him that he was there for the mainline cleanup. That I was not going to pay for him to do the pipes inside. He never even looked at them. He said well let me go to my truck and fill out some paper work. He comes back, knocks on the door and tells me he needs to collect the $99. I asked him for what? He still had not even looked at the mainline, much less snake it. I refuse to pay him for that. He said that we'll you have to pay for the service call. I told him it was a service call from last week that one plumber didn't complete because he didn't do drains. I already have paid $400 and I refused to pay for another service call when it was the companies fault they had to come back. So he leaves. I call the office and ask who I need to speak with to make a complaint. The guy on the phone tells me to tell him what's wrong and he could help me. I tell him everything and he says that he will have to transfer me to someone that could help. Then it happened again and that person had to transfer men to someone else. Eventually, I reach the compliance something and by now I am just done. I tell her that this has been going on for a week and at this point I am just going to file a complaint with the BBB. She asks me to please allow her to fix the problem before I make a complaint with the BBB. She asks what happened and I go through the entire thing, again. She asks if she can call me back after she speaks to someone. She called me back in 15 minutes. She apologized again and said that she wanted to make it right. She said she was sending a plumber back out to fix the drain and they weren't going to charge me. She said it would not be the same plumber. This lady was really nice and apologetic. I figured that she was going to have someone come out. This was at 10:15 this morning. At 5:15 I still hadn't heard anything. So I called to find out what there normal business hours were. They said they couldn't give me those. What was my name and ask what I needed? I told him that someone was supposed to come out and fix my drain and explained what was going on, again. He got extra rude and said that they were still out on appointments and he would have a dispatcher call me with an ETA. I waited until 8:30. Called back and the lady that answered the phone apologized and said she would have a dispatcher call me back. Of course, they never did. I wasted a week being patient when they repeatedly rescheduled my appointments because they had emergencies, sent plumbers out that couldn't or wouldn't fix my problem. Now, I sit here, drain still not draining correctly and ARS not keeping their word. Thanks for wasting my time. I cleared my schedule to be here for you to not show up. This is truly the worst company out there. I wish I would have never contacted them. I hope no one wastes their time with this company. They have no communication between their departments. No one seems to have a clue about what is going on. They have zero follow-throughs. They don't show their customers any respect.

I purchased 2 hvac units, a 2 ton Carrier package unit and a 1 1/2 ton Carrier split unit to replace my 2 old units. I also asked to have the concrete slab that both units sit on replaced. I knew the slab was cracked but didn't know how bad since my old 2 ton unit sat on top of it. Laura B. My sales rep showed me a picture of a unit sitting on a flex pad with white landscape rock around it. She stated that is how they resolve my issue with the cracked slab. You will see in the pic that the "new foundation for outdoor unit" is checked. Needless to say, that's not what I got. What I got was 2 brand new units put on a cracked slab with 2 3/4" flex pad squares stacked on top of each other under the back and front left corners to raise the left side of the unit almost 2" to level the unit on the piece of slab that was still connected to my house. I just paid to have this slab fixed and found the next issue they caused. The supply and return 10"x16"x14" square to rounds with a 4" offsets that mount to the back panel of the unit were not made right. I had 2 new ones made by a local buct work fabrication company that are true off sets since they wanted to charge me a service fee to come look at the issue they caused. The issue with the square to rounds that they used is, the outside width of the supply and return on the back panel of the unit is 41 1/2", the outside width after the square to rounds were installed was still 41 1/2". A 4" off set on both should of changed that outside width to 33 1/2" so it would align with the supply and return duct work coming out of the 35" opening of my house. So, instead of replacing those 2 square to rounds to get the correct alignment, they chose to bust out the cinder blocks and bricks of my foundation in an attempt to create a wider hole for the duct work to align. Since this didn't work, they chose to force the supply and return duct work out of now an approximate 37" hole and force in onto a 41 1/2" wide square to round. After pulling the return across the broken bricks, it tore the insulation and punctured the duct work as well as tearing and puncturing the supply. I never knew about this issue until now since that area is covered by sheet metal that connects from the unit to the house. Now, since they want to charge me a service fee and send a service tech instead of sending someone with some authority at no charge to explain how these issues are going to be resolved, it's time to talk to a lawyer. LIST OF ISSUES: 1) Paid for new foundation for outside unit at time of purchase, never done. 2) Cost to remove unit for foundation replacement. 3) Cost of foundation replacement. 4) Cost to install unit after foundation replacement. 5) Cost to have correct square to rounds made. 6) Cost to have old square to rounds removed and new ones installed. 7) Cost to replace damaged supply and return insulated duct work. 8) Cost to repair damaged cinder blocks and bricks. I do not recommend this company! Their "Home Protection Guarantee" is worthless since I was told there was nothing they could do about any of these issues and would not be coming out without a service fee being charged.

Let me start by saying our brand new (very expensive) AC unit got put in on June 1st 2021. Less than a month later our unit wasn't working. It wouldn't drop below 77 for a week and we couldn't figure out what was going on so we requested a technician come out to look at it. We were scheduled to have someone come out the next day, July 1st, between 12-5. We were contacted at 3:15 letting us know the tech would be here in the next hour, possibly hour and half. Okay, no problem until they didn't show up. We call at 5:30 and the dispatch can't get ahold of the tech. We had plans so we left and we get a call saying the tech is at our house at 6:30. Like what? We couldn't get back so my husband rescheduled to 8-12 the next morning. Again, same hour heads up at 11 am and they didn't show up until 1:30 pm. Not the techs fault when they made him drive 244 miles one way to our house because as he claimed "no one else knew what they were doing". The unit was frozen because of whatever manufacturing issue so it had to be turned off and thawed out. It couldn't be fixed that day. We have a 2 year old in the heat and the best they could offer was for us to open the windows over night. I felt incredibly unsafe having the windows open as we slept. Let's not even begin with how many dispatchers that continually lied as my husband had to keep calling. He spoke to a manger who listened back on the recorded calls saying when the techs were promised to be here each day and she had no explanation and just apologized. This is our holiday weekend and so far we've spent a majority of it waiting for this horrible company to send a tech. On Saturday when we finally got a tech here at 6:30 we had to cancel our holiday plans we had to be here after the dispatcher promised they'd be here between 8-12 am. I'm so over it and quite frankly I'm livid. The poor customer service is unreal. When we called to speak with the manager on Saturday guess what? They weren't there. They got to have their weekend but we had to sit home waiting for a tech to come out. I blame the dispatchers 100%. If after the current visit the ac isn't working I will be requesting my money back and having them come and get this. I refuse to deal with a company who I'm sure has had plenty of time to figure out how to adequately time when someone will be able to arrive at the customers home. Had they been honest about the time I wouldn't care as much as we could have worked out plans around that but we couldn't enjoy our 4th of July plans because of this. Well here's a 5 minute later update: Our unit is broken, probably has been since we got. Due to the holiday weekend they can't order the part until Tuesday so we have no ac when it's going to be in the 90s over the next few days. I'll be posting this everywhere to want people. To say I'm livid is now an understatement. PLEASE FOR THE LOVE OF GOD DO NOT GO THROUGH THIS COMPANY.

Buyer Beware I called them during the beginning of winter to fix my furnace that kept tripping off. On this first visit they sold me on a "solution" for almost $1,000 and left. Later that day, the furnace turned off....the problem was not fixed. I brought them out again, they said it needed to be cleaned and upsold me to a cleaning/maintenance program for my HVAC and furnace, later that day it kicks off again. They came out a third time and said the furnace was REALLY dirty (it's from 2019 so not that bad) and needed a deeper clean than my cleaning maintenance package covered, and that they need to install special filters so it doesn't get dirty again...total cost $800 for the cleaning + $2,400 for the filters....the furnace kicks off again before he even leaves while still checking my HVAC. He then tells me, I need a new thermostat control unit for $300...fine, he replaces it, and the furnace kicks off about an hour after he leaves. Total for this day $3,500. I call and ask to speak to a manager who comes out. I explain the ungodly amount of money I've spent at this point and that I just want the heat to stay on. The manager questions if I'm somehow Sabotaging the furnace after they leave, and I try to reason with him that it would serve neither of us to do so...then he tells me it's a valve issue and that that costs $1,200 to replace. I point out how much I've spent on "solutions" and that that was crazy for me to keep spending money. I asked him to remove the filters, replace my thermostat, and refund me, and to just fix the valve which he agrees to do. Before they leave, we had them look at our AC which also was not working after the 2nd visit where they cleaned it (again a 2019 unit) they tell me my AC isn't working too and that I need a $2,400 compressor... At this point I tell them I'll get a second opinion. They leave, furnace is finally fixed, I'm out all the money from the first two visits and the money for the valve that finally fixed the problem. So today I get a second opinion for my AC...the guy immediately sees the outside breaker is off and says "you don't need a compressor, the other guy didn't flip your breaker, there's nothing wrong with your unit" saving me $2,400 for a compressor that was never needed in the first place. I ask him how much a valve replacement costs for a furnace, he said "$450"...not $1,200...these guys are crooks. He goes on to say that the $2,400 filters we were sold on for the furnace were never a solution and just an unnecessary up charge. This business takes advantage of customers every chance they get. We had three different technicians come out and each one gave us inaccurate diagnoses with huge price tags... this is taught by the company. Untrustworthy. Do not use them

Run don't walk away from this company. If you too have been scammed by ARS send me a message I would like to know how many others they have harmed. A couple of years ago I was in Home Depot and was offered an HVAC quote. I accepted and began my journey into the seventh circle of being scammed. The nice sales guy came over and warned me about the dangers of my old system. An hour later we were running my credit and I overpaid for a whole new combo HVAC and furnace. I told myself this was a good investment because a new system would run more efficiently and be more reliable. I even paid for an ionic air cleaner , a humidifier, and a digital thermostat that ran it all. None of these things work properly. I was told install would be three days. In my opinion ARS has the laziest bunch of employees I have ever encountered. A different tech showed up to install each little thing. One guy would leave an exposed wire and ARS would send someone else out the next day. Each tech checked off something they "did" then passed the rest of the list to the next guy. We did this for about 2 months. I cannot even begin to explain how much work I lost taking off to meet ARS at my home. Finally my system was "installed" I was left with exposed wires and a cover that is taped on because a tech broke the clips, and holes in my furnace closet that allowed snakes to get in my home, I also later discovered that the surge protectors I paid for were never installed. The sales guy who sold the system came back and fixed the wires, the surge protectors, and the holes in the closet. A few weeks later I was able to get new clips but that also took 5 tech visits. At this point it's winter and I settle into using my new gas furnace and humidifier. So I tell myself that was a god awful experience but hey I've got a fancy new HVAC in my condo.... Right? Yep.... No. My utilities jump up, and my humidifier stops working. I cannot tell you how many calls I made To get the humidifier fixed. Finally after I threatened legal action they replaced the humidifier. Currently I barely use it because it doesn't work consistently. Fast forward to now my system is not yet three years old. When the air cleaner runs, the ac won't blow cold air. I had a tech out and she couldn't figure out what was wrong. I call ARS and they want $100 to diagnose what's wrong with the system they installed and supposedly warrantied. Anybody else on here with a similar experience please feel free to contact me. Those of you considering hiring them..... you're smarter than me because you're researching this company..... but trust me you don't want to hire them.

This place is one of the sketchiest business experiences I've had in the entire state of tennessee, if not in my entire 46 years of life. the sales person who arrived to give a quote for a new hvac heat pump refused to listen to anything we said, kept going on about how christian and donating to tebow's charity they are, how they refuse to hire ex cons, and a million other details. the info he REFUSED to share was what equipment they were proposing, why they felt a basic system should cost $12,000 to install, what was included in the quote, etc. He miraculously offered us around a 3k$ discount if we paid immediately. He refused to acknowledge that we were going to get at least another quote. After I politely told him I think we are going to have to pass, instead of leaving his quote with us and moving along, he took out his phone and called "his manager" who conveniently, at 7pm, answered the phone before the first ring completed. The "manager" then proceeded with all the same scripted marketing/sales nonsense and we could not get a word in edgewise. When I finally interrupted to say--for maybe the 4th or 5th time that we have repeatedly said we have done our research and we think the services they offered are not what we want, and their refusal to listen to us was disrespectful. the sales guy abrupted got up to leave but then proceeded to take around 10-15 minutes to pack up and try to gaslight us into thinking he was only trying to be helpful and that I was somehow being rude for getting up and starting dinner. for the record, he arrived 40 minutes later than the 2-hour window we were given, then promised to be quick, but this all happened over 90 minutes after he arrived, if not more. and even then he just WOULD. NOT. LEAVE. I was about 30 seconds from telling him to get out of my house I would remove him from my house. Normally I would do more research before even inviting someone to come and give a quote, but we had brought them in via a deal with home depot and figured at least getting a quote/info from them would be harmless. Instead it was a waste of maybe 3-4 hours of our lives and a ton of irritation. I would strongly recommend looking into the ownership of this company and its legal issues before using them, but honestly, I would mainly say steer away from them entirely. We had a very solid experience with the Lee company, whose quote was still maybe 10-20% higher than what I was aiming for, but they were so responsive and professional I didn't really care about an extra $1k just to not have to have another headache.

If I could give zero stars I would. This company has the worst customer service I have ever encountered. Not only did I catch them trying to scam me they were very rude and unprofessional. With the exception of the one customer service agent I spoke with after the fact she was very kind and concerned. I had a tech out to fix an issue with my ac unit not work he first told me they no longer make the refrigerant that my unit requires ( it is old so that is true) what he didn't want to tell me and I later found out is they do make a comparable one ... he advised me that the parts and refrigerant would be around $6,000 to repair and it would most likely fail within 6 months so I asked how much to replace my entire unit which he could not answer so had to send someone else out to give me an estimate for that ... it was scheduled for the same day between 4-6 this guy shows up at 8 no call no message. He comes in and I asked him about the refrigerant and he proceeded to argue with me about it. I also asked why just a repair was so expensive when I bought an entire unit for less then that a few years ago at my previous house .. I wasn't rude I was just trying to understand he then proceeds to tell me I didn't buy one for less then that (pretty sure I know what I spent my money on but ok) then tells me since I know it all why don't I go get my second opinion and then give him a call when I get the same answer ... well took his advice and called someone else got my issue resolved for $320 it may not last forever due to the age however bc this tech was willing to explain things and give me options I was able to make that choice. And when I do need to replace this unit I will be going with the new company and NOT ars it doesn't take much to be kind and explain a customer questions when asking someone to pay $6000 understanding the process and reasoning is not unreasonable so thank you ars for being so awful ultimately by doing so you saved me roughly $5000.. also apparently management doesn't care I did reach out to them right after to let them know and they haven't bothered to return my call ... so unless you like to be scammed and throw money away I would avoid this company at all cost.... EDIT since I can't reply to the response ...The issue is your employees rude and unprofessional attitude and I believe an over $5000 difference is a little more then a "budget friendly" concern it's scamming your customers But I guess you can call it whatever you want but based on the other reviews it's seems to be a common practice for you all

Skip ARS and go to Lee Company. I paid $142 for a service with Lee Company that ARS tried to charge $419 for as a member. Here's the story. I had a gas leak in my house coming from behind my stove. ARS came out on a Saturday and told me that I needed a new flex hose. As a member I had to pay $85 for them to come out and tell me that. The technician named Ryan told me that he didn't have a flex rod on his truck so someone will have to reach out to me on the following Monday to schedule another technician to come out and replace it. He quoted me $334 to replace a flex hose. I felt that was a bit expensive so I googled the hose and found out it only costs $36-38 at Home Depot and Lowes. Now I understand that the company has to make some sort of profit to function but to over charge me as a member was not right. Nevertheless I still was going to allow them to fix it. No one called me Monday, I had to call them. They told me a technician would come Tuesday between 5-7pm. At 308pm on Tuesday the office called to say the technician is in route to my house coming from Clarksville. I live in Antioch. By 530 I call them and ask is he still coming? No one has arrived yet. I was told yes he was in the Whites Creek area. At 6:57 no one had shown up so I called again. I spoke with Brandy several times. She said they don't know where he is.. wtf? At about 730 Brandy calls me back and says oh the technician went home. They then tell me that they put me on the schedule for 10am the next day. By noon the next day no one called me so I called them again and to Brandy's surprise they dropped the ball again. So I spoke with her manager Anthony I believe. He said Ryan would come that day and do the agreed upon service. No offer to discount the service at all for my inconvenience. At this point I'm over it and I decided to cancel my membership. I spoke with David who was awesome. He tried to "fix" the situation and went back to Anthony who then offered to take off $100. I still canceled and reached out to Lee company who was able to get it done the same day. In total with the diagnostic fee and flex hose replacement I paid a total of $142 with Lee Company. ARS total would have been $419 ( $85 diagnostic fee as a member plus $334 for the flex hose replacement). I don't appreciate being overcharged like that. Not to mention this was not the first time a technician never showed up when they were supposed to. I recommend that you contact Lee Company instead of ARS if you value your time and money.

Worst possible experience with a terrible company. 2 No call No shows, 2 promises for supervisor call, 0 follow thru or delivery of services. And no recourse to make things right with the customer. Scheduled an appointment for Friday between 8am-12pm. Dispatch (Michael) called me at 11:30am saying that they received "more important and vital" calls for service that morning and asked if I could re-schedule. I told them that my kitchen sink overflowing was an emergency and that I needed to keep the appointment. He told me they couldn't honor their commitment. They re-scheduled me for Sunday between 10am-12pm and said someone would reach out if something came available on Saturday. I called their office Friday night and they said dispatch would call me shortly to push my scheduling up for Saturday. They never did. Sunday rolls around and by 12:30pm no one had called or showed up. I called back to the office and they said dispatch would call me shortly. At 2pm I receive a call saying that "they had a technician call out sick and I would need to re-schedule." Reschedule? Reschedule to a time when no one would show up again? Yeah right. They couldn't have called me that morning to let me know so that I didn't waste more time waiting for them? He said he was sorry and that a supervisor would reach out to me the next day (Monday). It's Tuesday, and no one has reached out I called their office again to try and escalate the situation to yet again another supervisor and/or office of finance. Britney said they would reach out to me first thing Monday morning. It's Tuesday, and no one has reached out. I took off hours from worked and moved around family time over the weekend to be available for them to fix the issues they promised to fix. Obviously, "more important and vital" calls means more $$$ and priority customers. Their excuse was that the recent winter storms (which were 2 weeks ago now) caused them backups in scheduling. Why would you schedule me in the first place if you're backed up? And moreso, why would you accept new calls for service when you already scheduled me? I'm lost time, money, and patience. Never EVER use this horrible company. I hope no one has the same worst-case experience with them and that as many people as possible are drawn away from doing business with Rescue Rooter by reading this review. Wish I could give negative stars.