ARS/Rescue Rooter

Initial Business Response / [redacted] (1000, 9, 2014/10/13) */ October 10, Revdex.com of Central California and Inland Empire Counties RE: Revdex.com ID# XXXXXXXX [redacted] We are in receipt of your letter dated September 30, 2014, regarding the above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respond American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has conducted a thorough audit of Mr [redacted] concernsThe audit found that two other companies performed work at the customer's property prior to ARS' visitA Comfort Advisor visited the customer's property in response to a request for an estimateUpon the customer's arrival at the home, the Comfort Advisor quoted a price that was declined by the customerARS Comfort Advisors are not equipped to service, repair or replace equipment nor use or carry toolsBased on these findings, ARS is unwilling to accept any responsibility for the alleged damage to the customer's furnace ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please feel free to contact me directly at 901.XXX-XXXX Respectfully, [redacted] Corporate Customer Relations Supervisor Initial Consumer Rebuttal / [redacted] (3000, 11, 2014/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) [redacted] , Your reply is the same one pretty much from the Corporate Customer Relations office where [redacted] unsatifactorily answered my complaint without knowing what your Senior Comfort Advisor, [redacted] is really doing out in the field especially to my HVAC in my rental propertyDon't take my words only but here's my reply to her including confirmations from the experienced technician, [redacted] with his findings along with statements from my trusted tenant, [redacted] , who was there at the rental property from the time Dukesherer arrived until the time that Dukesherer On Sep 21, 3:PM, " [redacted] wrote: Dear Ms [redacted] It's a shame a big company of your size and presence everywhere including services in my neighborhood as well as that in my rental property's neighborhood did not resolve our problem to our satisfactionNot only did your company failed to acknowledge that your technician, or Senior Comfort Advisor, [redacted] caused damages to our HVAC system including the furnace control board that costed me an additional $to repair/replace, You're lying or have failed to acknowlege that Mr [redacted] brought tools to our rental property for reviewing our rental property HVAC systemWhat do you call a ladder with which he climbed to places in order to evaluate our entire system inside the house? What do you call a voltmeter and other tools of the trade, i.escrewdrivers with which he worked with? He was there with his blue ARS truck looking to be equipped with tools to replace the AC condenser if I agreed for him to replace that day? Secondly, it seems to me you're implying that Mr [redacted] doesn't know what he's doing and shorted AND thus damaging our condenser and not Mr [redacted] (Mr [redacted] Please comment) **See [redacted] STATEMENT belowT.L10/19/ Thirdly, Mr [redacted] never looked at our furnace as he evaluated that the system was faulty outside (Mr [redacted] : Please confirm)**See [redacted] 'S STATEMENT belowT.L10/19/ Fourthly, Mr [redacted] of Pro-Flo Air Conditioning & Heating (2nd evaluator of our condenser unit) also never touched the furnace system as he had also determined that the problem was in the outside unit (Mr [redacted] : Please confirm)**See [redacted] 'S STATEMENT belowT.L10/19/ Finally, the only person that had to cause damage to the furnace blower electrical control board was the last person and the only person that entered this area last(Mr [redacted] : Please confirm) **See [redacted] 'S STATEMENT belowT.L10/19/ While we continue this dialog hopefully with Mr [redacted] and Mr [redacted] 's inputs to follow, I have filed the police report for the vandalism that was caused by your people of the ARS companyI will follow suit with filing with the Revdex.com and if after days without satisfactory monetary compensation at the minimum, my wife and I will seek to file a lawsuit against your company Regards, *** On Fri, Sep 19, at 12:PM, [redacted] wrote: Dear MrLe: Thank you for sharing your experience with usWe not only need to know but want to know when our customers are not happy In your letter and statement to ARS, you have indicated that you believe that ARS caused damage to your HVAC unitThe comfort advisors we send out to the homes are not technicians and do not bring tools with them to the residenceYou also have indicated that there were two (2) separate HVAC companies that went to your rental property prior to ARS and that when you requested the first company, Richardson air, to come back and fix the AC, he "jump started" your unit which was groundedWhen a unit is grounded, it should not be forced to start as it may cause damage to your systemTherefore, we deny any liability associated with your claim We strive to ensure that all of our customers are completely satisfied, and we regret that we did not meet this expectation with youShould you have any questions, please do not hesitate to contact me Sincerely, [redacted] National Customer Relations Analyst American Residential Services/Rescue Rooter [redacted] blvd [redacted] Memphis, TN XXXXX X-XXX-XXX-XXXX XXX-XXX-XXXX direct line XXX-XXX-XXXX Fax [redacted] @ars.com [redacted] STATEMENT: On Mon, Sep 22, at 4:AM, [redacted] wrote: Hello, apon arrival to this location the first thing we noticed was disconnect pull for volt box was missing and not around as if the company did not wish for anyone to be able to look any further into this unit so Sale of new equipment would be purchasedThe compressor was damaged and had open windings at that point we could not install a hard start kitthe capacitor- was also damaged as well as the contactor completely burntThe indoor circuit board was also bad as well on the indoor blower control side of the boardwe also had to perform a complete flush of linesets and coil and a triple evacuation on the HVAC system due to damagea company should never take away a customers pull out for a electical box so other people can not perform diagnostic repair on the Ac system , it is there system and there propertyit looks to me like a total sales pitch and I believe the customer should be reimbursed for the bad parts they have damaged [redacted] 'S STATEMENT 1: ***, The following is my ( [redacted] S [redacted] 's) commentary on Mr [redacted] visitHe first looked at the unit outside and stated that due to its age and condition, it would be wise to replace itHe subsequently looked at the Furnace (Which he tested with a voltmeter) and commented about its age as wellHe then inspected the Ducts throughout the house and stated that there was work that he recommended in that area also [redacted] S [redacted] 'S STATEMENT 2: Of "Fourthly, Mr [redacted] of Pro-Flo Air Conditioning & Heating (2nd evaluator of our condenser unit) also never touched the furnace system as he had also determined that the problem was in the outside unit (Mr [redacted] : Please confirm)." This is correct [redacted] S [redacted] [redacted] 'S STATEMENT 3: ***, I can attest to the accuracy of your aforementioned statementsRegarding the Furnace, I can state unequivocally and with great certainty that the Blower unit was fully operational after visits from [redacted] and [redacted] of Pro-FloSuch was not the case after Mr [redacted] left and it's more than suspicious that the Blower wasn't functional immediately after Mr [redacted] tested the circuit board in the furnaceWe were using the blower prior to his visit in an endeavor to get circulated air throughout the house because of the oppressive heat [redacted] S [redacted] Now, Ms [redacted] , are you still sure that your Comfort Advisors are "not equipped to service, repair or replace equipment nor use or carry tools"? I highly recommend you look into our report a little more carefully and determine who's truthful, who's not, and who's REALLY liable for damages done to my property Thank you for your consideration of this matter Sincerely, [redacted] Final Consumer Response / [redacted] (3000, 14, 2014/10/23) */ ***Document Attached [redacted] Full Statement from [redacted] is attached along with [redacted] Invoice stating the damage to my furnace board "could have caused fire" is also attached Thank you for your help, *** Final Business Response / [redacted] (4000, 18, 2014/11/04) */ November 3, Revdex.com of Central California and Inland Empire Counties RE: Revdex.com ID# XXXXXXXX [redacted] American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") is in receipt of your email dated October 23, 2014, regarding the above-referenced complaintThank you for allowing us the opportunity to respond ARS stands behind its people, products and services, and, therefore, firmly stands behind the findings of its original audit of Mr [redacted] concernsAs a reiteration, the audit found that two other companies performed work at the customer's property prior to ARS' visitAn ARS Comfort Advisor visited the customer's property in response to a request for an estimateUpon the customer's arrival at the home, the Comfort Advisor quoted a price that was declined by the customerARS Comfort Advisors are not equipped to service, repair or replace equipment nor use or carry toolsUnlike the other two companies, our ARS Comfort Advisor did not perform work; he only provided an estimateAccordingly, ARS unequivocally denies MrLe's allegations that our Comfort Advisor was in any way responsible for the claimed damage to the furnace in question ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please feel free to contact me directly at 901.XXX-XXXX Respectfully, [redacted] Corporate Customer Relations Supervisor

American Residential Services, LLC D/B/A ("ARS") has received your email dated December 26, regarding the above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respondWe have been in communication with the customer and have reached an amicable resolutionARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please contact me directly at [redacted]

Initial Business Response /* (1000, 7, 2015/04/07) */
***Document Attached***
April 7,
Revdex.com of Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
*** ***
American Residential Services, LLC D/B/A American Residential Services of
California Inc ("ARS") has received your email dated March 27, 2015, regarding the above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respond
We have been in communication with Mr*** and have reached an amicable resolution with him
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please free to contact me at (XXX) XXX-XXXX
Respectfully,
*** ***
Corporate Customer Relations Supervisor

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I signed a contract for a new Lennox heating and AC unit to accommodate the new addition to my home with ARS in the H*** D*** store They came to the house, and I paid cash ahead of time As soon as the addition was at a point where ARS could start work, there were problems from the very first day Additional workers had to come out to fix what other employees had messed up pretty every step of the way The biggest problem started when their drain pipe for the new unit was not positioned properly over the drain in the basement and a slow drip slowly destroyed my basement It ruined the flooring that was just put in last fall, and damaged my grandmother's expensive oriental rug The water soaked into the bottom few inches of the drywall, and mold grew We had to vacate the basement (where master bedroom is) and put up with water remediation specialists who brought in huge roaring fans, heaters and dehumidifiers for several days We slept on the floor in the livingroom during this time, as the loud fans would not allow sleep down there We also had to remove the wall that split the area into two rooms, because there was mold growing inside the paneling When something like this happens, they are supposed to tell their claims specialistbut that didn't happen.....nobody told him Nothing happened until we called their headquarters in Tennessee This is still not settled...apparently they are now having a hard time coming up with the paperwork that the workers are supposed to complete after they do each job They are also now also trying to claim the unit WAS installed properly (according to their insurance company) Really? Then why did others have to come out to fix it numerous times? And why was my basement wet? Why did they send over water remediation specialists? And how can the photos we have of the pipe NOT positioned properly over the drain be explained (as well as other photos)? And why did they already agree to compensating us for my husband's lost wages and for sleeping on the floor for several days? This has been a nightmarish comedy of errors from the start, and now lies and cover-ups are the icing on the cake I hope this is settled soon, or my homeowners insurance will be taking them to court The incompetence and unethical business practices at every level has been astounding

American Residential Services, LLC D/B/A ("ARS") has received your email dated December 5, 2017 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 we feel that...

have offered a fair and reasonable resolution. After further looking into this matter, we have found that our Company has not been to the customer’s home since 2011. On November 14, 2017, customer called our Company out to look at the gas furnace. The technician gave a written invoice stating his professional recommendations, and there was no service fee charged to the customer. After our visit, the customer elected to call another company out for a 2nd opinion. As a gesture of good customer service, we would like to extend a refund of $165.00, which is the amount that customer paid to another company, even though we did not accept any payments from the customer. We are doing this in good faith to resolve this complaint. 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 ###-###-####.

American Residential Services, LLC D/B/A ("ARS") has received your email dated December 26, 2017 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 [redacted]

Initial Business Response /* (1000, 9, 2014/10/13) */
October 10, 2014
Revdex.com of Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
[redacted]
We are in receipt of your letter dated September 30, 2014, regarding the above-referenced complaint. Thank...

you for bringing this matter to our attention and allowing us the opportunity to respond.
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") has conducted a thorough audit of Mr. [redacted] concerns. The audit found that two other companies performed work at the customer's property prior to ARS' visit. A Comfort Advisor visited the customer's property in response to a request for an estimate. Upon the customer's arrival at the home, the Comfort Advisor quoted a price that was declined by the customer. ARS Comfort Advisors are not equipped to service, repair or replace equipment nor use or carry tools. Based on these findings, ARS is unwilling to accept any responsibility for the alleged damage to the customer's furnace.
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 901.XXX-XXXX.
Respectfully,
[redacted]
Corporate Customer Relations Supervisor
Initial Consumer Rebuttal /* (3000, 11, 2014/10/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted],
Your reply is the same one pretty much from the Corporate Customer Relations office where [redacted] unsatifactorily answered my complaint without knowing what your Senior Comfort Advisor, [redacted] is really doing out in the field especially to my HVAC in my rental property. Don't take my words only but here's my reply to her including confirmations from the experienced technician, [redacted] with his findings along with statements from my trusted tenant, [redacted], who was there at the rental property from the time Dukesherer arrived until the time that Dukesherer left:
On Sep 21, 2014 3:50 PM, "[redacted] wrote:
Dear Ms. [redacted]
It's a shame a big company of your size and presence everywhere including services in my neighborhood as well as that in my rental property's neighborhood did not resolve our problem to our satisfaction. Not only did your company failed to acknowledge that your technician, or Senior Comfort Advisor, [redacted] caused damages to our HVAC system including the furnace control board that costed me an additional $375 to repair/replace, You're lying or have failed to acknowlege that Mr. [redacted] brought tools to our rental property for reviewing our rental property HVAC system. What do you call a ladder with which he climbed to places in order to evaluate our entire system inside the house? What do you call a voltmeter and other tools of the trade, i.e. screwdrivers with which he worked with? He was there with his blue ARS truck looking to be equipped with tools to replace the AC condenser if I agreed for him to replace that day?
Secondly, it seems to me you're implying that Mr. [redacted] doesn't know what he's doing and shorted AND thus damaging our condenser and not Mr. [redacted] (Mr. [redacted] Please comment) **See [redacted] STATEMENT below. T.L. 10/19/14
Thirdly, Mr. [redacted] never looked at our furnace as he evaluated that the system was faulty outside (Mr. [redacted]: Please confirm). **See [redacted]'S STATEMENT 1 below. T.L. 10/19/14
Fourthly, Mr. [redacted] of Pro-Flo Air Conditioning & Heating (2nd evaluator of our condenser unit) also never touched the furnace system as he had also determined that the problem was in the outside unit (Mr [redacted]: Please confirm). **See [redacted]'S STATEMENT 2 below. T.L. 10/19/14
Finally, the only person that had to cause damage to the furnace blower electrical control board was the last person and the only person that entered this area last. (Mr. [redacted]: Please confirm) **See [redacted]'S STATEMENT 3 below. T.L. 10/19/14
While we continue this dialog hopefully with Mr [redacted] and Mr [redacted]'s inputs to follow, I have filed the police report for the vandalism that was caused by your people of the ARS company. I will follow suit with filing with the Revdex.com and if after 30 days without satisfactory monetary compensation at the minimum, my wife and I will seek to file a lawsuit against your company.
Regards,
[redacted].
On Fri, Sep 19, 2014 at 12:58 PM, [redacted] wrote:
Dear Mr. Le:
Thank you for sharing your experience with us. We not only need to know but want to know when our customers are not happy.

In your letter and statement to ARS, you have indicated that you believe that ARS caused damage to your HVAC unit. The comfort advisors we send out to the homes are not technicians and do not bring tools with them to the residence. You also have indicated that there were two (2) separate HVAC companies that went to your rental property prior to ARS and that when you requested the first company, Richardson air, to come back and fix the AC, he "jump started" your unit which was grounded. When a unit is grounded, it should not be forced to start as it may cause damage to your system. Therefore, we deny any liability associated with your claim.
We strive to ensure that all of our customers are completely satisfied, and we regret that we did not meet this expectation with you. Should you have any questions, please do not hesitate to contact me.

Sincerely,

[redacted]

[redacted]
National Customer Relations Analyst
American Residential Services/Rescue Rooter
[redacted] blvd.
[redacted]
Memphis, TN XXXXX
X-XXX-XXX-XXXX
XXX-XXX-XXXX direct line
XXX-XXX-XXXX Fax
[redacted]@ars.com
[redacted] STATEMENT:
On Mon, Sep 22, 2014 at 4:29 AM, [redacted] wrote:
Hello, apon arrival to this location the first thing we noticed was disconnect pull for 220 volt box was missing and not around as if the company did not wish for anyone to be able to look any further into this unit so Sale of new equipment would be purchased. The compressor was damaged and had open windings at that point we could not install a hard start kit.. the capacitor- was also damaged as well as the contactor completely burnt. The indoor circuit board was also bad as well on the indoor blower control side of the board.. we also had to perform a complete flush of linesets and coil and a triple evacuation on the HVAC system due to damage... a company should never take away a customers pull out for a electical box so other people can not perform diagnostic repair on the Ac system , it is there system and there property.. it looks to me like a total sales pitch and I believe the customer should be reimbursed for the bad parts they have damaged..
[redacted]'S STATEMENT 1:
[redacted], The following is my ([redacted] S. [redacted]'s) commentary on Mr. [redacted] visit. He first looked at the unit outside and stated that due to its age and condition, it would be wise to replace it. He subsequently looked at the Furnace (Which he tested with a voltmeter) and commented about its age as well. He then inspected the Ducts throughout the house and stated that there was work that he recommended in that area also. [redacted] S. [redacted]
[redacted]'S STATEMENT 2:
Of "Fourthly, Mr. [redacted] of Pro-Flo Air Conditioning & Heating (2nd evaluator of our condenser unit) also never touched the furnace system as he had also determined that the problem was in the outside unit (Mr. [redacted]: Please confirm)." This is correct [redacted] S. [redacted].
[redacted]'S STATEMENT 3:
[redacted], I can attest to the accuracy of your aforementioned statements. Regarding the Furnace, I can state unequivocally and with great certainty that the Blower unit was fully operational after visits from [redacted] and [redacted] of Pro-Flo. Such was not the case after Mr. [redacted] left and it's more than suspicious that the Blower wasn't functional immediately after Mr. [redacted] tested the circuit board in the furnace. We were using the blower prior to his visit in an endeavor to get circulated air throughout the house because of the oppressive heat.
[redacted] S. [redacted].
Now, Ms. [redacted], are you still sure that your Comfort Advisors are "not equipped to service, repair or replace equipment nor use or carry tools"? I highly recommend you look into our report a little more carefully and determine who's truthful, who's not, and who's REALLY liable for damages done to my property.
Thank you for your consideration of this matter.
Sincerely,
[redacted]
Final Consumer Response /* (3000, 14, 2014/10/23) */
[redacted]Document Attached[redacted]
Full Statement from [redacted] is attached along with [redacted] Invoice stating the damage to my furnace board "could have caused fire" is also attached.
Thank you for your help,
[redacted].
Final Business Response /* (4000, 18, 2014/11/04) */
November 3, 2014
Revdex.com of Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
[redacted]
American Residential Services, LLC D/B/A ARS/Rescue Rooter ("ARS") is in receipt of your email dated October 23, 2014, regarding the above-referenced complaint. Thank you for allowing us the opportunity to respond.
ARS stands behind its people, products and services, and, therefore, firmly stands behind the findings of its original audit of Mr. [redacted] concerns. As a reiteration, the audit found that two other companies performed work at the customer's property prior to ARS' visit. An ARS Comfort Advisor visited the customer's property in response to a request for an estimate. Upon the customer's arrival at the home, the Comfort Advisor quoted a price that was declined by the customer. ARS Comfort Advisors are not equipped to service, repair or replace equipment nor use or carry tools. Unlike the other two companies, our ARS Comfort Advisor did not perform work; he only provided an estimate. Accordingly, ARS unequivocally denies Mr. Le's allegations that our Comfort Advisor was in any way responsible for the claimed damage to the furnace in question.
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 901.XXX-XXXX.
Respectfully,
[redacted]
Corporate Customer Relations Supervisor