American Residential Services

When you are spending this much money (~$9.5) for an HVAC system the installation team of John D. and Daniel R. from ARS is the team you want. Totally professional, courteous and efficient. Both willingly explain what they are doing; if you are interested. Both take a great amount of pride in their work, and this is obvious when you look at the finished installation and use the system.

Excellent service

The tech (wayne M.) excellent service, very professional and highly recommend him and ARS.

I have been a long-term customer of ARS and just completed the semi-annual inspection cycle in preparation for winter. ARS technician Dana H. was especially thorough and walked me through the process and answered all my questions in a professional and knowledgeable manner. He provided sound advice and suggestions to help maintain the functionality of my HVAC system. I have a great deal of confidence in the preventive maintenance aspects of the ARS plan and would suggest consideration by any homeowner. I will also specifically ask for the services of technician Dana H. for my Spring 2016 service call.

An extremely pleasant and knowledgeable technician. Probably did the most thorough checkup of my furnace coils that I have ever had. Did a lot of extras to make my unit drain better.
Was kind of heavy in promoting new add ons but was not pushy when I declined.

Review: On 25 September this year an ARS service technician came to my home for an annual heating system check-up. He told me that he needed to do a "chemical cleaning" of the blower assembly and the evaporator coil and he needed to clean the condensate pump. He informed me that the total charge would be $683. Since I knew that I had not changed the air filter in the system for many months, I assumed that in fact those items needed to be cleaned. I told him to go ahead. After he started the work, I began thinking that he would just be cleaning the items and not replacing anything, which meant that I would be charged $683 for at most 1.5 hours of labor! I questioned the technician about that and he informed me that ARS does not charge by "parts and labor" but rather uses a book of costs per job. Furthermore, for the "chemical cleaning" he used an "as seen on TV" bottle of spray de-greaser, not any costly, special chemicals.

After he left, I became more and more convinced that $683 for an hour and a half of work was exorbitant. I decided to call several other HVAC companies to find out what they would charge for this work. I checked the Revdex.com site and selected only HVAC companies with A+ ratings who have been Revdex.com members for at least seen years. Seven such companies provided estimates, ranging from $200-$500 with an average of $325.

I then called ARS and was referred to the service manager, Mr. Michael L[redacted], who was not available at the time. I spoke with him the following day. We discussed the situation and he said he would look into it and call me back, which he did. During that second call he said that he would refund to my credit card $183. As of 7 October, the credit had not appeared on my credit card, so I called him again and left a message to please call me back. That was two days ago and he has not called me back yet.Desired Settlement: While I originally indicated that Mr. L[redacted]'s offer to refund $183 would be acceptable, I no longer think so. I would like ARS to refund $358 to me, bringing my cost down to the average cost of the seven other HVAC companies I got estimates from.

Business

Response:

Review: I contacted ARS in June 2012 as the former owners of my new residence used the company to service the HVAC unit. The upstairs of my home was not reaching the desired temperature set on the thermostat. ARS sent several technicians to my residence and performed various test, diagnostics, etc. They then sent a senior technician who determined that the issue was with the compressor and informed me that we needed a new one. We agreed to installing the new compressor in order to resolve the issue at a cost of $4440.00. After this installation was complete, we were still experiencing the same issue. I contacted ARS to notify them, they sent a technician out who informed me he did not know what the issue was so I stopped payment on the check I issued to ARS. At that point, they sent several additional technicians and could not determine the issue. Somehow the check was resubmitted and the bank paid it, I then did not hear from ARS again. Last month on an 80 degree day we had the thermostat set to 70 and the temperature only reached 75. I contacted ARS they sent a tech and he reported everything is working properly. My complaint is that I spent $4440 because I was told that would resolve the issue and it is still not resolved. I am requesting a refund as the old compressor was not the issue as I was told.Desired Settlement: I am requesting a refund as the old compressor was not the issue as I was told or steps to be performed (free of charge) to resolve the issue that I continue to have.

Business

Response:

attached.

Review: I called ARS because my AC outside condensor had stop working-the fan wasn't moving. the ARS Tech arrived about 8:15 PM, I had called the day before. the Tech stated that their regular maintenance customers come first and call ins for services needed is secondary. I told him what the problem was and he went to the outside unit to repair it, that took less than 20 minutes to do, it was a simple procedure to do. I was charged $346.00 for this service. No estimate was given to me prior to the work being done. He never came inside to make sure everything was functioning properly with the AC unit. He wrote on the bill, "ran system checked all system operations. My spouse asked him for the part that was replaced so I could send it to the company for a refund, it was still under warranty, he refused to give it to him. iIfeel I was overcharged for these servicesDesired Settlement: Partial Refund

Business

Response:

August 1, 2014We are in receipt of your email dated July 29, 2014 regarding the above captioned Complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.On July 8, 2014 American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") replaced a contactor part on the equipment at the property located at 913 Augustine Drive, Culpeper, VA 22701. We contacted [redacted] on July 29, 2014 to gain a better understanding of the Complaint and were able to reach an agreement to resolve this matter to her satisfaction. ARS prides itself on providing premier customer service, and we look forward to servicing [redacted] for many years to come.We appreciate your assistance in resolving this dispute. If you require additional information regarding this Complaint, please feel free to contact me directly at ###-###-####.Respectfully,Jason CCorporate Customer Relations Analyst

Richard W. N[redacted], Sr., is a pleasant, helpful, and knowledgeable service rep. He performed a fall/winter inspection of my furnace and did a five-star job. He went out of his way to help me and give me advice for future savings. I recommend him highly.

My technician was Corey J[redacted] He was very good and very thorough.

On 11/11/2015 ARS was our service provider for an HVAC issue we were having in our home. Mr. Roy K[redacted] was the ARS representative that provided the service. Mr. K[redacted] was absolutely phenomenal! From the time I greeted him at the door until the time he left my home he was an absolute professional. He arrived before the scheduled time, was respectful to my house and really went out of his way to truly assess our issues. He not only fixed the issue but he educated me on my HVAC systems, how they work and how to properly maintain them. He gave us outstanding customer service and if we need any HVAC services in the future, we will seriously consider ARS and we hope we get Roy again. Outstanding Job ARS/Roy, Keep up the good work!

Review: I received a coupon in the mail for a $1,500 savings for buying a new ARS Air Conditioning system as long as it qualifies for a 16 Seer + system and a 95%+ AFUE furnace and that it is ordered no later than 30 June 2013. I chose a Carrier Performance 16 (16.0 Seer) unit (24ACC6) and a Performance 96 (96.7% AFUE) furnace (59TP5). I was told this did not qualify and that I must purchase a much more expensive Infinity system to qualify. This is not truth in advertising and I do not appreciate this sort of business. I am prepared to spend thousands of dollars but this lead me to feel I must use another HVAC company to do my business.Desired Settlement: Live up to their coupon promise which does not specify it has to be the expensive Infinity system.

Business

Response:

Multiple attempts were made to reach out to **. Blackwelder

to discuss the unit in which he was looking to purchase. We were successful in reaching him on July 4th,

2013 to discuss this matter.

I would like to take the time to recognize my technicians excellent customer service,
in addition to a great knowledge when diagnosing. Fast, friendly, clean and
accurate. Great Job Joe M[redacted] !!

Dana was great!
Very professional and gave honest recommendations. He spent a long time to give a full evaluation of our air conditioning unit. I'd recommend him!

Recently Dana H. did my semiannual check of 2 heating/air systems in my home. He was very thorough and not only checked everything closely and wrote his reports so that I could read tem, but he also gave me some tips on the best ways to save on the utility bills, be comfortable, and treat my systems with TLC... I olok forward to seeing him again in April to prepare me for the air conditioning season.
Thank you, Dana H. and ARS Manassas, VA................. Bea

Review: I am disputing the charge of $289.95 that ARS General Heating (ARS) claims is owed by me. I provide details regarding why I dispute this charge as follows.

On July 5, 2013, I had a brand new gas furnace system installed by ARS at considerable expense. The system is currently under a complete labor and parts warranty with ARS.

On or about July 23, 2013, the air conditioning (A/C) stopped working. The A/C is 30 years old and I had no reason to suspect that the problem was other than with the separate A/C component which was not worked on by ARS. Since I purchased a Homeowner's Warranty when I bought the house in May 2013, I decided to have the A/C repaired by a contractor arranged for by my Home Warranty provider.

When the A/C contractor inspected the A/C system, he found nothing wrong with it. Upon further inspection of the entire HVAC system, he found that the blower motor on the new gas furnace had failed which caused the A/C to stop working.

Since I had already paid for the A/C service, I asked the A/C contractor to go ahead and replace the defective furnace part also, since the A/C would then have to be re-checked by him again anyway after the furnace was fixed and if any other problems were found, I would not incur any additional charges beyond what I had already contracted to pay through my Home Warranty provider.

He then returned a few days later to replace the blower motor on the furnace but, after doing so, could not get the system to turn back on. At that point, I assumed there were additional problems with my new furnace and I contacted ARS who originally installed the furnace to come out under our warranty agreement to inspect the system.

On September 2, 2013, the ARS repairman inspected the furnace and found that a couple of the wires had not been hooked up properly when the new blower motor was installed. After re-wiring the connections, both the furnace and A/C were then found to be working properly and they continue to do so to this date. The ARS repairman wrote up the service ticket with a charge to me for this repair.

At the time of the September 2 service by ARS, I did not feel that I should have to pay them for servicing the furnace as it was under full warranty, noting that there was indeed something wrong with the furnace that needed to be fixed, and that they would have had to come out anyway to replace the blower motor had the other contractor not made the repair beforehand. At the time of service, the ARS repairman wrote on the receipt that I disputed the charge.

With our new furnace being only 3 weeks old at the time, I never would have suspected that I had a problem with the furnace when our A/C stopped working. I had every reason to believe that the A/C problem was a separate issue. Had I thought it to be a problem with the brand new furnace I would have called ARS to begin with (and saved myself an unnecessary additional service charge with another company!). If I had done so, ARS in turn would have: (1) made an initial service call to my residence, (2) diagnosed the problem with the furnace, (3) ordered the part from the manufacturer, (4) made a second service call to my residence with the new blower motor in hand and (5) incurred the time and labor involved in having to then install the replacement blower motor. This all would have been done by ARS at no charge to me because the system is under a full parts and labor warranty.

Now, ARS wants to charge me for coming out to fix the small mis-wiring configuration by the A/C contractor. From my perspective, I have actually saved ARS money because the furnace was repaired at less time and expense to them than they would have incurred had I called them to make the repair in the first place under my warranty. Additionally, as a consumer, I am not happy that after spending thousands of dollars for a brand new system it failed after only 3 weeks causing my A/C to stop working which resulted in additional expense to me. I now feel it only right that ARS reimburse me for the service charge I paid to the other service company that was incurred due to a failure of the warranted heating system that ARS installed.

I fully noted on the receipt at the time of service that I disputed the charge. My wife also followed this up with a phone call to their office the following day detailing the situation and explaining our displeasure at being charged for this service and asked to speak to someone further about how we could resolve the issue. They took my name and phone number but my call was never returned. No one at ARS subsequently contacted me or my wife either by phone or in writing regarding this charge so I therefore assumed that the matter had been settled based on the information that we had already provided to them. Now I find out that the matter has been turned over for collection without ARS having first provided me with proper notification. Had they done so, I am sure we could have worked toward a satisfactory resolution and this action could have been avoided. After receiving the collection notice dated January 25, 2014, my wife spoke with the ARS service manager on February 10, 2014 to try and resolve this matter once again, which he assured her we could do. After calling him twice by phone and sending him an email, again there has been no further reciprocal communication at all from ARS in response to our overtures. This demonstrates a very lax customer service model and a very poor regard by this company for their customers, particularly toward those who have already given them thousands of dollars in repair business.

I continue to very strongly maintain that I have been wrongly billed for this service by ARS. I hope to be able to work with them on a mutually satisfactory resolution of this matter.Desired Settlement: I would like them to respond to my repeated requests to resolve this matter. I would like them to remove this charge altogether as it should have been dispatched as an in warranty service call, reimburse me for the additional cost I had to pay another company that I incurred due to a failure of the warranted heating system that ARS installed, and remove the account from collections.

Business

Response:

March 18, 2014

RE: Revdex.com ID #[redacted]

We are in receipt of your email dated March 15, 2014 regarding the above captioned Complaint. Thank you for bringing this matter to our attention and affording us the opportunity to respond.

On July 2, 2013 [redacted] and [redacted] contracted with American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") to install a new furnace at the property located at [redacted], VA [redacted]. The installation was completed on July 3, 2013 as contracted.

ARS prides itself on providing premier customer service. Therefore, we are currently in communication with **. [redacted] in an attempt to better understand the Complaint, and to hopefully achieve an amicable resolution very soon. We appreciate your assistance in resolving this dispute. If you require additional information regarding this Complaint, please contact me directly at ###-###-####.

Respectfully

Review: We have had an annual service contract with ARS since 2001. New [redacted] HVAC system was bought in August 2010 for $10,338.00. Contract included a 10 year parts and labor unlimited warranty. Air conditioner stopped working July 27, 2014. Service technician came at 4:30 pm next day with a work order showing a $89.95 diagnostic fee and declined to start working without signature. Work order was signed under duress because we would have had to wait at the very least another night without air conditioning and use up another leave day from work to stay home and wait for service after resolving the issue of the diagnostic fee the next day.

Email was sent on July 29, 2014 to [email protected] and [redacted] asking for a refund of the mistakenly charged diagnostic fee. There was no response from the company. On August 7, 2014 we sent a letter to ARS Management indicating that we were going to seek help from the Revdex.com and that we were going to dispute the charge with our credit card company. Again there was no response from ARS.Desired Settlement: Refund $89.95

Business

Response:

August 28, 2014

Revdex.com of the Greater Mid-Atlantic

Region: Metro Washington DC and Eastern Pennsylvania

RE: Revdex.com ID# [redacted]

We are in receipt of your letter dated August 26, 2014, regarding the

above-referenced complaint. Thank you

for bringing this matter to our attention and allowing us the opportunity to

respond.

On July 28, 2014, American Residential Services, LLC D/B/A ARS/[redacted] (“ARS”) performed a service visit at [redacted],

VA [redacted]. We have reached out to the customer to gain a

better understanding of the complaint and are actively in communication to

hopefully achieve an amicable resolution very soon.

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

feel free to contact me directly at ###-###-####.

Respectfully,

Tracey H[redacted]

Corporate Customer Relations Supervisor

Consumer

Response:

September 2, 2014

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The mistakenly charged diagnostic fee has been put back to the credit card.

Dana T[redacted] is the best technician ever for a service call. He is extremely knowledgeable, very polite and obviously wants to take the best care in his analysis of an HVAC situation. I would give him a 5 out of 5 on all relevant criteria.

Review: A service man from ARS arrived at my rental property. Started diagnostics without the presence of the landlord which was requested. Upon the landlord arrival, the service tech informed the landlord that the motor needed to be replaced. Then the service tech informed the landlord that the motor replacement would cost about $950. After agreeing with the repair, the service man went to truck took out a motor and then tell the landlord that the motor needs to be mounted with a mount. Since the only project code they have belong to another project code for replaceing the mount, the service man charged me both the motor replacement for $950 and the mount replacement for $350. The scam is that the landlord now is reporting is that the motor comes with the mounting brackets and that the service tech separating the items instead of charging one project code for $950, the service tech charges the project as two projects, one project for the motor and one project for the mounting. This is a scam because the company hires service techs, train them to break things apart and then extort the customers for unreasonable fees and service charges. I, the landlord, instead of paying for the repair of a motor for a blower in a central air, ended up paying for additional charges that are fabricated by the ARS service tech/ ARS company.Desired Settlement: Request a refund of $350 for the unreasonable fabricated charges.

Consumer

Response:

From: [redacted] <[redacted]>

Date: Sat, Jul 12, 2014 at 9:18 PM

Subject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].

To: "[email protected]" <[email protected]>

The issue has been resolved. Thanks.

The services of Corey J[redacted] the Service Specialist were excellent and he was very knowledgeable and professional. He is an asset to his employer ARS in providing the excellent customer services. Thank you Mr. J[redacted] ARS. Keep up the great work.