Tech was nice and all. But I did not like the fact that they quoted me $2000 to replace a blower motor inside the air handler. The motor was an X13 which was supposedly so expensive. I priced it online and it was $200, and locally, it was $250. I shopped around with other HVAC companies and got quotes of $650-$850 to do the entire job. That's definitely way more reasonable than $2000. One of the techs even told me it's a 30 min job tops. The tech's goal was to scare me into getting an entire new system. All the ARS tech was telling me was I should get a whole new unit because this one is 14yrs old. They push for customers to get new units all the time. Several people told me this. They're notorious for doing that. Even reading the reviews here it's the same. I'm glad I didn't go with them. I ended up buying the motor and doing the job myself with the help of youtube. A blower motor is definitely NOT a $2000 job. Stay away from ARS unless it's warranty work. Go with a smaller, local company. read more

PRICE GOUGING and HIGH-PRESSURE SALES TACTICS for work that DID NOT NEED TO BE DONE, according to the second opinion I obtained. The total I could easily have been out was $4168, also apparently about twice what others charge even if the work needed to be done. According to the ARS heating technician who came to check my Lennox system not yet 10 years old in a 1375 sq ft house, although my heating system was continuing to work fine, my AC evaporator coil was "beginning to leak." And I should replace it ($2122) and "protect my investment" with an air filter ($823), an air scrubber ($935), and an EZ trap ($158). When I said with that amount of money involved perhaps I should consider replacing the whole HVAC system, I couldn't get even a ballpark estimate of the cost, but I did get an appointment with a higher-level manager. Fortunately, I got the second opinion before then, so was able to cancel this appointment and not have to endure another "bum's rush"!! From many other reviews on this and other sites, the above unfortunately seems to be the way ARS operates. It has cost them my business, a faithful customer for 6+ years. read more

I waited three days for them to service my A/C. Customer service sounds like they read from a script. Just read the other reviews. People who took the time to write that much cannot be wrong! Gotta love the service reminder, "We are closing our summer season". I hope the sun knows that "and you have 48 hours to call us." Really? The guy was just here not too long ago and that was nothing but a high sales pitch.They give me the creeps! Bullies. I'm tempted to call corporate. read more

Benny was professional, courteous, technically competent, and very service oriented.

Excellent customer service from William Taylor of ARS Rescue Rooter Raleigh today. He correctly diagnosed the issue with our AC unit and was able to repair it and get it back to 100%. Very knowledgeable and professional. read more

What a bunch of wankers. Trying to have a new HVAC system installed and twice they cant even make an appointment scheduled 10 days in advance. I especially like the reminder call day before, perhaps customers should call ARS and remind of appointment.... thus the appointment. let me rearrange schedule again for my time isn't important.... read more

On September 27, 2011, a completely new HVAC system was purchased from American Residential Services (ARS). I initially had contacted ARS after receiving a coupon for a "complete heating system check" for $59.00 through the mail. At the subsequently scheduled "heating system check, I was told by an ARS technician that our thirteen (13) year old Carrier heating unit had a dangerous system condition which resulted in dangerous levels of carbon monoxide within our home and needed to be urgently replaced. Prior to this, we were unaware of any problems with the unit and never had an outage or repair in 13 years. The next day, an ARS salesperson was at my home and recommended a RHEEM system, which was subsequently installed by ARS at a total cost of $11,500 which, I was told included a 10 year warranty. We never received any warranty documents from ARS. On or about Oct 23, 2016 our Rheem HVAC system stopped working. We called ARS and the ARS Technician came to our home. He looked at the outside unit, and we are unsure of what he did, but he told us it was fixed. My husband questioned the "fix" when he noticed the fan was still not operating. It was then decided to be a defective blower motor and this part was replaced. The unit was operating after the blower motor was replaced. He also recommended the replacement of another part which we declined to have done. The replaced part, which was under warranty, was replaced in less than an hour- 45 minutes to be exact. Of course, there was no charge for the warrantied part, but we were handed a bill for immediate payment in the amount of $355.00 which represented only the LABOR charge to replace the part. This is AFTER a 15% discount. We feel we were severely overcharged for the labor cost of the replaced part. In an attempt to resolve the matter I Immediately called ARS rorporate office. I was not able to speak with anyone and left a message with my concerns and the request for a call back. No one returned my call. I called again on October 31st, November 2nd and November 4th. No one returned my call. Each message I left was direct, I'd like to understand why I was charged so much for an easy inexpensive repair. Finally, on November 7th, after making numerous calls and speaking with multiple people, a customer service supervisor returned my call. She stated that "corporate sets the price" and pricing is " package pricing based on the job" and that "some customers benefit and some don't." I was also informed that the $355.00 I was charged also included a "fee to check on the warranty". She did not say how much that "fee" was. None of this was acceptable to me and I asked what ARS was going to do to make this right. The customer service supervisor said she would check with the corporate service manager and call me back. She did call back and stated that "corporate has offered a $50.00 discount on a future service call and a $17.75 discount off the $355.00 I was charged We feel as though the repair costs were excessive and predatory and the deceptive "package" pricing results in useless warranties and guarantees. The same warranties and guarantees we trusted and relied upon when making the decision to purchase the $11,500 HVAC system from ARS. My husband and I are in our 80's and we are very distressed over the way we've been treated by ARS. We hope by sharing our experience we can warn other consumers about what we feel are the misleading and deceptive business practices of ARS. I would never recommend ARS to anyone. read more

A follow-up to my comment about ARS Rescue Rooter they contacted me and apologize for the lack of service they provided and they said that they would be sending something in the mail to compensate me or that several days later I received a metal tin of cookies that because of the Heat had gotten stale there was approximately a dozen cookies in there and tons of advertising about the company that the cookies came from all this making me wait 16 hours for service that never showed up why am I not surprised read more

In all of my experiences, this company has been absolutely the worst! I have never been treated so poorly, told I was a liar and had two supervisors not have any concern for another human being. These people lie to keep their jobs and install units improperly and the customer has to pay the price! I want everyone in my area and surrounding areas to know never to use this company. The company states if you are not 100% satisfied with our customer service a full refund will be given. Yet another lie from a completely horrid company! We were told by Benny our part would be overnighted and repair would happen when we scheduled it. The company never showed and had no remorse to try and fix the situation. They refused to pay for a hotel, take any money off our $1200 bill for a problem they caused on installation of our unit. We have 3 cats and oxygen tanks in our house and I had to suffer for 6.5 days in 87 degrees! This company called me a liar and refused to do anything and tried to push me onto another company. read more

I can not give a lengthy review on how good the service with this company was. I recently purchased an older home and the furnace was not working. I was looking for an upgrade. The entire estimating process was very simple. I am a firm believer in Consumer Reports and their ongoing testing of home products. I would have normally looked up the systems and their ratings after getting an estimate from any contractor. The ARS representative did this for me, he was completely confident in the products the are installing. I had the heat and A/C units installed the next day. It's been two weeks and I have had no concerns with the install. Looking forward to a cold winter this year!! read more

To: ARS Rescue Rooter 1/30/16 I wanted to write to you to express the fantastic customer service we received from Jonathan Lewis today. We recently moved into our new house in NC from Fla, thus heat and ac work much differently here. While we have only been in the house almost 8 months now, the house is only 2-2 1/2 years old. We woke up to find it freezing upstairs and digital thermostat not working. We thought maybe like in Fla, just needs a new battery in thermostat. Learned very quickly there is no battery, thermostat is wired electronically into the house. Unbeknown to me my wife had already called the phone number on the thermostat which was the ARS #. I then had concerns that this may be an expensive job since we are not that knowledgeable, based on initial cost to come out, and being new to area and not having our previous HVAC person we may be in for trouble. We had used the same HVAC guy in Fla for 15 years so had a great deal of trust in him, thus concerned about using company I had no previous relationship with etc. Jonathan arrived and after a short time let us know it was a blown fuse in the unit. However he wanted to find out the root cause as to the blown fuse to avoid it happening again. Jonathan checked breakers in garage, unit inside house, outside house, under crawl space etc. He was very thorough which we liked, but already had that queasy feeling the bill would be high. Have to tell you we were blown away by Jonathan in all areas. Jonathan was very professional, extremely knowledgeable, courteous, and friendly, explained everything to us as he continued to root cause and represents your company in a terrific manner. Beside the amazing amount of knowledge he displayed, it was his overall pleasant demeanor which truly stood out, and made us feel comfortable from the moment he arrived. What then truly impressed us was that Jonathan informed us that the root cause of the blown fuse was the manner in which the wiring was initially installed and that falls on ARS and not the homeowner. He let us know he had fixed the issue and that he now was going to call his supervisor and based on this was RNC ( residential new construction ) issue etc that he was going to try and get all fees waved. We were blown away that after close to 90 minutes of trying to solve issue that Jonathan would even be so honest with us. We have heard horror stories , and experienced our own in the past with some businesses for home type repairs. To say we were impressed would be an understatement. Jonathan returned after speaking to his field supervisor to let us know all charges were waived including the fee to come out to our home. He let us know that ARS takes great pride in ensuring their customers are treated fairly, they stand by their work and is about having customers for life and knowing they can count on ARS. He let us know if we have any issues not to hesitate to call. We were blown away, amazing. We were so impressed with Jonathan, and ARS, please consider us customers from this point on. We will be telling everyone about our family's great experience with Jonathan and ARS and will post this email on the Wake Forest Community Page on Facebook. I think too many people in society are always too quick to call or write and complain about poor performance, customer service, so I thought it was important that I write to let your team know what a fantastic person you have in Jonathan. We also feel reassured knowing it I have any concerns/ questions, or issues that may pop up that we do not need to be concerned based on the recent experience with Jonathan and ARS. If you could please pass this email along to Mike Honeycutt (Jonathans Field Supervisor I assume ), Jonathan and the respective ARS Rescue Rooter Management staff, along with the Regional and Divisional field VP that would be greatly appreciated. Keep up the great work. . read more

BEWARE of ARS business practices! We had the misfortune of signing a maintenance agreement with this company and they tried to upsell and scare us each time they have come. They are very aggressive with their sales tactics and it's my understanding that the technicians are commission based salespeople. At our last visit we were told we had a "severe growth issue on return and supply" in our A/C unit in the attic and "found growth on first floor but is less severe than 2nd floor". He showed us pictures on his phone that were supposedly our A/C unit. He tried to sell us an air filtration system that would cost $1500 per unit plus installation. At a minimum we should buy the UV lamp that was on sale for $299 per unit plus installation. It would cost hundreds to install and to replace the bulbs each year. I called a competitor for a second opinion. They showed me the inside of our A/C units and they looked brand new, no growth/mold whatsoever! Our home is just over 2 years old so all of these issues that ARS said we had were puzzling! This company cultivates dishonesty with their employees. I emphatically DO NOT recommend them! read more

I had a unit installed in summer 2103 by ARS through Home Depot. They've been out to fix it six or seven times. They have continually failed to keep the unit they installed from breaking down. This time they failed to notify of a recall on a part on the unit that required servicing (which they should have caught) during the six or seven times they'd already been out here. So, since they missed that recall they are now wanting $1200 to repair the unit which had originally cost around $1200. So, if you get a unit installed by them expect frequent problems and them wanting more money to fix the problems. If I would have known they were this horrible and incompetent I would have went with somebody else. This unit is worse than the unit they replaced. Why should a customer have to pay for something they never fixed? read more

I want to start by saying that the installation professionals were excellent. That being said, the sales and management of this company are untrustworthy and bordering on thieves. This is the story of how a $1400-dollar tankless water heater turned into a $6000-dollar bill. We had experienced a severe thunderstorm and the safety valve that keeps the city water from rushing into the hot water heater failed. My granddaughters' bedroom had over two inches of standing water, that was seeping out into the hall carpeting. The initial person (Nick G.) that Home Depot sent was some type of a sales person who told us this must be taken care of immediately; of course, we agreed. He took advantage of my age (64) and concern for my granddaughters, he said that we needed a tankless water heater (that retails for $1495 at Home Depot) and that all the installation fees, parts, and labor would be through Home Depot (NEVER trust THD loan - they drastically increased their interest rate after telling us we would have an interest-free loan). Nick G. also promised four free carbon monoxide detectors, which we ultimately charged $100 each for. The final bill came to $5,373, before sales tax. I asked for a cost breakdown from Nick G. and was sent a photo of some part numbers and amount of parts written on paper attached to a clipboard that showed no monetary breakdown. I again asked for a breakdown of my bill and received the following email from Larry M. "Regarding itemized line item costs for this transaction, we are not able to provide you with actual itemized costs for your job because we don't track information to that level. Our field operating system is an old main-frame computer that does not have job costing capability. Because of this, we are not able to determine line item costs on a transaction level basis. When we build price sheets for various job types that we perform, we use a spreadsheet to estimate what we expect our material and labor cost will be for a typical job. When we install jobs that are sold, we don't track actual labor hours spent or specific materials used for each job. At the end of each fiscal month, we enter payroll data and total material purchases into our accounting system to calculate our consolidated costs and generate financial reports for our senior management team to evaluate. I'm sorry that we are not able to provide you with the level of detail you prefer. However, I am able to provide you with a summary breakdown of the installation costs we arrived at on our price estimating worksheets for the product we installed at your home." The summary breakdown of the installation costs are estimated from ALL jobs and assigned to ALL jobs; even if your installation costs less than any other installation. This is NOT how business is transacted in today's marketplace!! I am still left with an extremely high bill, collecting interest monthly, that will take an inordinate amount of time for me to pay off. Finally, my water pressure and the amount of time it takes to get hot water into my bathroom is terrible. Buyer beware. If you use ARS - Raleigh, NC, you are probably going to be deceived and disappointed. read more

Zach Townsend installed my Hot Water heater and other items related to it. Zach was very professional, courteous and attention to detail. He explained everything in detail before and after the job. Left the work area spotless and removed all trash, etc. Did an outstanding job. Highly recommend Zach. read more

I had an HVAC system installed by ARS about 5 years ago, and have continued to use them for regular maintenance ever since. The service has always been punctual, courteous and professional. Highly recommended. read more

We scheduled a tuneup service by a rep in home depot who seemed a little short with us. She scheduled the service for 12-4 on the next day. She stated they would call before arriving and if there was no answer they would not come. By about 2:45 we called to get an idea as we needed to make another appointment. They stated we would get a call about 30-45 minutes before arrival and did not indicate they were going to be late. At 3:00 we then got a call that they were running late and would be after 4. We then cancelled the service. Over 3 hours were wasted due to their lack of coordination. read more

Dennis fromARS/Rescue Rooters saved the day! We had been experiencing low water pressure for several weeks. Dennis immediately determined that it was the "vintage" PRV valve and in 30 minutes, the water pressure was back to the approved water pressure allowed by plumbing standards. Now we can take a shower and use a faucet at the same time" Thanks to Dennis for his friendly manner and plumbing experience. read more

Although our problem turned out to be more plumping than AC, Roberto E. is the man who pointed that out to us. I felt so bad that he had to crawl under our house to get to the real problem but he never complained and was friendly & professional throughout his visit. If we ever do have an AC issue ( never never ever I hope) Roberto would be cheerfully greeted upon his hoped return. read more

We just had a potential bad experience with ARS/ Rescue Rooter. We had a backed up sewer caused by tree roots which they addressed by their service person. He told us we would need to have the line checked with a camera which we scheduled. Were were told that it could backup again possibly in weeks and this really stressed us out and we had not dealt with this before. To dig up the line was going to be $14,800 and to line it would be $17,200 and he said if it was his parents he would have one of these done. He prayed on the situation and here is why I did get a second opinion from a well known company (The Waterworks) and they cleaned it out like it should of been in the first place with the larger cutter. He only knew to do this because he used his camera first and after he cleaned it out used the camera again. He then asked what result I was looking for and I stated I wanted a cost for repair. He said there was no need for any repair at all that after the tree was down we could call them back in 2-3 years to see what the roots are doing. I guess the moral of my story is get a second opinion ARS just bends their limits just enough so that they think they are being upfront with you. I reported them to the better business bureau and told the full story. Once ARS Corporate got it they called me and said they performed a service but nothing was said about the way their company is representing themselves to customers. Be cautious and get a second opinion in my case it saved me thousands of dollars. ARS did offer me a free year if anything would happen but I told her no way possible. Who wouldn't offer that since they know that there is nothing wrong with the line. read more

Here's my experience. So of course when the weather is near freezing our downstairs furnace decides to stop working. The furnace itself was about 3 yrs old. When I looked at it, it looked like ARS had installed it or serviced it previously as they had their sticker and contact info on the unit. Not having had the best experience with another major HVAC company many years ago at another house, I decided to do some self diagnostic. I am not an HVAC expert but luckily there was an led indicator light on the furnace that essentially told me what the issue was. It was a bad inducer motor. Armed with this info and hoping the unit would still be under warranty, I called ARS and told them it looked like I needed to get the inducer motor fixed or replaced. They of course still had to send a technician out and charge a $74 fee for showing up. The technician came that day which was nice since it was so cold in the house in the evening. He diagnosed and confirmed the issue as a bad inducer motor. He did say the part was covered under warranty.......great!!.....or so I thought. He goes back to his van to make calls back to the office on what it would cost to fix this. I am thinking, why would it cost anything if it's under warranty? I guess I am used to taking a car into service for warranty work and not having to pay for labor and applying that logic here. Well big mistake, the technician comes back with a quote for $464 (before tax) to pickup and install the part (mind you they are getting the part at NO cost since it's covered under warranty). He made it sound like they would have to send out a horse and carriage to pick this thing up and install it. On top of this, he tells me that it looks like the control circuit board looks like it may be going out and that would cost $334 (before tax and just for labor since he said this part was also covered under the mfg warranty) and also I could buy a service plan for another $279 (before tax). Uhhhhh.........what?!?. Literally, trying to get me to spend approx $1000!?!. I said thanks but no thanks. I did ask if he could give me the part number of the inducer motor. This was met with some excuse that he doesn't have the PN and that it gets ordered out of their office which makes no sense as he had to call it in to get the cost. So how did he describe the motor when he called it in? Oh btw, the PN is on the motor itself which is clearly visible when he opened the furnace panel. I had the inducer motor replaced at a fraction of the cost from what ARS quoted. The kicker was that to replace the motor, it literally took 15min max. So ARS wanted to charge $464 for a 15min job. Not to mention trying to persuade me to replace a control board that was NOT broken and buy their service plan. My personal feeling is that ARS was trying to charge me with what they felt like they could get away with rather than the actual cost of the work. I went through a similar thing many years ago with another HVAC company and this time I did my homework prior. However, with the weather being so cold, I can see how many people would just want it fixed and pay the amount being charged along with the "extra" options. read more

ARS (Raleigh NC.) did annual checkup and replaced a capacitor (retail $12) and charged us $200 for part. I visualize them laughing all the way to the bank! read more

Horrible service. Installed new furnace and a/c last Nov. had cool check and found that a/c has no Freon. Now need new condensing coil. Obviously poor installation crew that they didn't check for any leaks. Now can't get them to get out to replace. I can't recommend this business. Can't get them to call back. Set up appt and no show. Very disgusted. Poor follow up and poor service. Don't use these folks unless you want headaches. Only gave one star as zero stars was not an option. read more

ARS service with Adam C. Just had him to check on our year old unit. He did a very professional job and answered my questions. He was understanding that my dog was not on his best behavior and worked with me to make him more comfortable with the service. read more

Avoid like the plague...... I have been without heat on my first floor since 12/17. 1st Tech failed to diagnose problem on 12/18. Then tried to up-sell me air cleaning system for $1,399.00 that was not required to fix the heat. Then he charged me $143 for service call. 2nd tech (5hrs later) accurately diagnosed problem, w/ failed motor. I have requested a call back from local Field Service manager on 12/20, to discuss the poor service. As of this writing, 12/21. No call back from Don Dillingly. And no status update on replacing the warranty motor from Trane. I have been an ARS Express customer for the last 5-6 years. I invested $12K on new Trane HVAC in 2006, installed by ARS Express. I also have annual maintenance contract with ARS. ARS Express 517 Pylon Drive Raleigh, NC 27606 (919) 865-7777 I will be calling the local TV station, WRAL-TV to complain about the poor customer service and I will also notify all family, friends, fellow employees of Cisco Systems, Inc to avoid using ARS Express for any services. read more

If I was you, I'd find another company. We spent a small fortune 7 years ago to have them install a Trane unit at our house. Seemed to be ok until back in July, during our semi annual home plan inspection, the tech said we had a leak and needed freon. He added a pound and said he could not find the leak. He went on his way. Fast forward to November, the unit does not appear to be working right. No fan movement and not quite warming right. Made the mistake of calling ARS since we have the home plan. Guy comes out Saturday, checks the unit and says we have no freon in the unit therefore the coils are no good. We can either buy a new unit for $5k or replace the coils for $2400. Not under warranty anymore. Guess you can stop a Trane. Tell him to order the part and get it fixed. Monday morning at 10 I get a call at work from the parts guy. Part is in, when do you want us to fix it? I said since it's going to be freezing tonight, today! He says between 12-4. Never hear anything so I leave work at 2 to make sure I'm there. Finally at 4 I call, asked where he is, they tell me the part is not here, won't be here till Tuesday! Ask to speak to a manager. I tell him all the issues and ask him, why did his tech not find that leak in July? Now I have to pay for his incompetence. He says he would look into and call me. Still nothing. Part didn't get in till late Tuesday, so Wednesday play the waiting game. Tech says while he's replacing the coil, he will go ahead and knock out my next home plan service. After 4 hours and $2400 he is gone. Next day I get an automated survey, which I give terrible remarks, and leave a voice mail asking someone to call me. Guess what, been almost a week, not a word. I'm sure there will be none. I wouldn't recommend this company to my worst enemy. They are scam artists and don't care enough to reply back to negative customer service comments. This morning they call and say they will be there within an hour for my home plan inspection. So I guess the tech didn't do it like he said he would. Comedy of errors with these people I tell you. You've been warned!! read more

I have a HVAC unit that was installed last summer....so less than one year old and already it has malfunctioned. I called on January 1st for someone to come out. It took multiple calls to get someone to finally show up but they were unable to fix the problem and told us someone would be here today. It is almost noon and we have called multiple times today and still no one has returned my call. This is ridiculous! If someone from ARS is reading this...please get your act together. My unit is under warranty and I am freezing in my house. read more

I called about a hot water heater that needed to be replaced. No problem, they set up an appointment for the next day 12-2. I was happy, the lady was friendly and efficient; then at 9:30 that evening I get a call canceling the appointment because they don't service my area. Really?!?! You took my address when making the appointment, so how did you not know that? The map here on yelp shows clearly that I am in the MIDDLE of your service area. So, I call and am told that their plumbing service doesn't extend here, but their HVAC service does. Great....whatever....I will find a company that doesn't have holes in their service areas..... read more

They were efficient and professional. I called b/c my AC wasn't working and they were out within the hour and fixed it.

I wouldn't recommend these guys to my worst enemy, con artists I must say, feed you with a whole bunch of b.s after you paid them

Not recommended. They showed up on time, gave an estimate, and did the work. However... The invoice was not itemized and the price, $384, was way over what I expected for a shower valve replacement. Inquiries to the office, several of them, we're not answered. I simply wanted an explanation and itemization of the bill. Beware!!! read more

We were pleased once again with our service from ARS. Adam C. showed up in a timely manner within the window we were given. He performed the service and explained everything that was done when the job was complete. We had our seasonal AC check done. Adam also recommended was to improve our air quality. Thanks, Adam! read more

Sorry, I have used the business before and not had a problem. Called them to take a look at Air conditioner (2nd floor was not working). They charged me $243 to replace power switch but then the person (it was a guy but can't remember the name) called me and told me I would need to replace many parts for a total of $3100. Then I said that I might as well replace the system if it was that bad. Drew called me and said a new system would cost $5000+. I later got another company to take a look and they said it was fine but that the microcapitor might need to be replaced later. I think these folks were trying to take advantage of my ignorance. read more

ARS installed all A/C in my home when new. I am 3rd owner. I used them since then, and because I was new to the area. I must say they are always extremely quick to set appt, and arrive on time. They have taken care of issues. When it comes to SELL tactics, I am very disturbed. They always want to replace and get it contracted quickly. I finally had an issue with one unit not working. They came within a couple of hours of the call. GREAT. Proceeded to tell me a condensation pump was clogged, leaking, and needed to be replace for $359.00. I balked this time. I asked if it was able to work. YES, but it will clog soon again. I said I will watch it for now and see. Found the pump on line at a cost of $45.00-$50.00. Have watched for leaking or failure for over 2 weeks, and have yet to experience any possibility of either. Unfortunately, they have proved that their service is fine, but the push to sell is ridiculous. Also I found the outlet that the plug was going into was loose, and the whole issue could have been just a failure of electricity to the pump. Sorry, but have to go elsewhere in the future. read more

It is my opinion that this company takes advantage of its customers during this dangerous time of year when it is too hot to safely live without air conditioning. I have a long history with ARS. Approximately 7 years ago, ARS replaced my water heater, A/C, furnace etc. Needless to say, I have a given a lot of money to them, trusting them with the future of my systems. The AC worked well for a number of years, but then the problems began. The unit stopped working and I was told that there was a clog in the line. It occurred because there was moisture in the line which caused some vegetation to grow which ultimately stopped it up and froze the system. I called ARS and the problem was fixed. Almost exactly a year later, I was experiencing what seemed to be the same symptoms as I had before. I called ARS who came out and the technician told me that the repair last time was not done properly, my pipe had come loose and was sitting in the mud so it was clogged again. They charged me the full price of the repair because it had been a year. In the end, they discounted the $99 service call fee but charged me for the cleaning of the pipe and to put it back properly. A year later, my condenser stops working again. Because it is a busy time of year with this extreme heat, I am told that no one can come to look at my unit until the next day. I understand that and expected it. The technician from ARS comes out and determines the capacitor has gone bad and goes to replace it. He does not have the correct part, so he takes two parts and rigs it to fit into the spot made for the smaller/original part. He eventually makes it work, but I was not happy. I looked at the part he was replacing on Amazon. It would cost me less than $20 to buy the correct part as a consumer and he charged me over $260 plus the $99 service fee. Keep in mind, I didn't get the correct part and it is minimal labor. When I asked about the extremely high cost of the repair, he told me that if I was unhappy, he could just take the capacitor out and leave. Obviously that wasn't an option. The AC unit appeared to be working, I paid and he left. On the invoice, the technician said that he checked everything and the system looked good; this turns out to be totally false. It worked for one day before going out again. I called the service center again and was told that there were no technicians available again; they would try to get one out the next day but were also unable to give me a time period. After having just waited for a technician, I complained and was told a supervisor would call me ASAP. After waiting over 3 hours, I called the service center again and was told that because it was the weekend there were no supervisors available and may not hear back from someone this day. After some back and forth, they were able to get a technician out later in the evening. When he arrived, he swapped out the rigged capacitor but also noticed that the switch relay which the capacitor plugs into was full of ants and not working. He thought that this should have been noticed by the first technician and replaced at the time of the first service. So, he replaced that part ($52 on Amazon) and charged me another $260 and change. So, for $70 worth of parts and minimal labor, taxes and service fee I was charged approximately $660. The technician attempted to contact a supervisor to get me a discount. He was unable to get one because it was still the weekend. I was forced to pay for the service in order to get the work done, otherwise I would not have had my AC during dangerously hot conditions, but was told that a supervisor would call me Monday. After a week of not hearing back from ARS, I called them. The supervisor initially told me that they were meaning to contact me, but for some reason it got missed. Then, when she began discussing the issues I was having. It was clear she didn't have the entire story. I explained that I had two services calls but she only had a record of one. I needed to give her the invoice number and a picture of the second invoice. It was explained to me that they do not charge by the hour for labor, they have a blanket fee for a repair. Despite it taking two service calls and two days in dangerous heat with no AC and no options to keep my family safe. They said I was charged appropriately, I had to pay both repairs and they would not work with me other than to not charge me the additional service fee for coming out (the $99 for them to just come look at the unit and diagnose the problem). I intend to find a new company who will treat me more fairly. This is the last time I will give them my money and I hope to save anyone else the hassle of working with them. https://www.youtube.com/watch?v=WSyZHOjlbMs Here is a link that shows how to change a capacitor. To be clear, I in no way endorse doing this yourself. You should find a licensed professional to do this properly. I added it only to emphasize how little skill, labor and time is needed. read more

Called ARS to tell them about an electrical burning smell coming from the area of our air handler. I was afraid a fire might start. The dispatcher was great and said she would have someone there soon. William arrived and confirmed the electrical odor. He quickly found the problem and made the needed repairs. Thanks ARS for your quick response. Thanks William for being prompt and courteous and making the repair. read more

Spent 20min on the phone talking to multiple people trying to get basic maintenance scheduled that was already paid for. They said a few times they could schedule something, but kept placing me on hold and eventually I was transferred to the QA Manager. They wouldn't schedule the prepaid maintenance either. I've used the prepaid maintenance with ARS for years, but it is always problematic. read more

Always very courteous and professional service on all my HVAC and plumbing needs. They installed my current HVAC systems and have provided routine service for the past 15yrs. Absolutely no complaints! read more

Email I sent to them - good explanation of their service after the sale. Still waiting for a technician to come to our home and fix AC. UNBELIEVABLE Hi, Purchased new AC/Heat unit from your company Raleigh, NC location June 2016. May 2017, major part broke service called placed May 2017. TWO months later, AC finally fixed. May 2018, same part broke, part was under warranty-service call placed. July 6th tech came with part only to tell me he could not do the job it required two technicians. Promised to return to fix July 14th. NO SHOW. Husband and I have placed so many calls from May to today. I phoned Corporate Customer Relations 7/17 spoke with Kelia who promised she'd call me back no later 7/18. Still waiting for her to call WOW. Another two month wait to fix a par that continues to break down. WHAT TYPE OF COMPANY IS THIS?? During purchasing and installing the unit, I had ARS guys all over the place wanting to help and get the job done. Service after has been a living NIGHTMARE that we can't wake up from. I have even reached out to our local TV News station's Troubleshooter Diane Wilson (ABC 11 WTVD) for help. I even touched base again with her this morning. I will be glad to send you the email I sent directly to her. We need someone at our house this SATURDAY. I have no more vacation time to give up for your NO SHOW or CAN'T HELP YOU technicians. read more

Terrible scheduling and account management. This company has very little clue how to manage and schedule service. Expect for missed appointments without the decency to notification. Even worse, they will blame the customer for their inability to manage their resources. During the day they were supposed to arrive I took the day off. For a long time nobody called and it was getting late so I called to check if they were still coming. Call center told me that they are absolutely coming, I was on the list and that they finish all their calls no matter what time. Well, apparently not. Nobody called or arrived. The next day nobody called so I called them to see what happened. They told me that they did not miss the previous day's appointment because was not scheduled for that day but for the following day? Really? Then why did they tell me they would absolutely arrive? HMMMM? They then went on to tell me that they were sorry and that they would come immediately (now day 2). Guess what happened? No call, no service and another BS apology. Do yourself a favor and avoid this company. Don't go around in circles with a company that disrespects your time. read more