ARS/Rescue Rooter - Columbia Avis 

ARS Roto-Rooter HVAC: One of the Worst Customer Service Experiences I've Ever Had

I rarely leave negative reviews. Of my nearly 60 reviews, perhaps one other has been negative. But after spending approximately $20,000 on a new HVAC system, I feel obligated to warn other homeowners about our experience.

Things started well. The salesman was friendly, the price was reasonable, and the installers were polite and hardworking. Unfortunately, that's where the positives ended.

Due to what appeared to be poor planning by the initial inspection team, our installers worked from 8 a.m. until 2 a.m. the following morning, nearly 18 hours straight. By 11:30 p.m., neighbors were complaining about the noise. I genuinely respect those gentlemen for their hard work, but they should never have been put in that position.

Despite promises to leave our property as they found it, we were left with rust-colored stains splattered across our ceiling, walls, and crown molding, along with fiberglass insulation scattered throughout our home, yard, bushes, and even the street. We're STILL finding debris.

Days later, I received my first-ever HOA complaint because the crew had abandoned an enormous box of installation garbage beside our house. Despite repeated promises to remove it, the trash sat there for nearly THREE WEEKS.

Then, unbelievably, ARS contacted me over a $68 financing shortage. After everything we'd endured, I suggested they could absorb the $68.

Eventually, a manager named James called, apologized, and offered a $100 gift card as compensation. Was $100 reasonable for this experience on a $20,000 installation? Absolutely not. But I accepted because I respected the installers and simply wanted to move on. I even agreed not to leave a negative review.

Two weeks passed. No gift card. I contacted James, who promised to look into it and follow up the next day. He never did. More weeks passed with no communication whatsoever. Eventually, I told them to keep it.

And that's what bothers me most. I wasn't demanding thousands of dollars or trying to get anyone fired. I simply expected a company charging $20,000 to respect my property, clean up its mess, and honor its promises.

Instead, we got poor planning, property left filthy, an HOA warning, weeks of abandoned garbage, and management that couldn't even follow through on a $100 apology.

The installers worked incredibly hard, but hardworking employees cannot make up for incompetent planning, nonexistent accountability, and management that repeatedly fails its customers.

EDIT: Apparently, ARS also enjoys leaving polished public responses to negative reviews to create the illusion that someone is addressing customer concerns. They provided a Quality Assurance email on Trustpilot, which I contacted with ZERO response. They also provided a phone number that goes straight to "Linda's" voicemail, where calls and messages apparently go unanswered. So, when you see their carefully crafted responses promising assistance, don't confuse public relations with actual customer service. In my experience, it's nothing more than performative damage control.

At EVERY turn, this company has failed to follow through. Easily one of the WORST experiences I've ever had with a business.

Always on time. Very professional and knowledgeable of AC/Heat equipment Very reasonable pricing.

Very professional and always on time

Mr. Tyler Thomas, an ARS Representative, restored my faith in customer service. This young man approached me in such a professional yet personable manner from the time I opened the door to the time he left. He walked me through every inch of information regarding HVAC systems. Although he was extremely thorough, he allowed me to ask questions and voice any concerns. He responded with care and knowledge ensuring that I fully understood the equipment, offers, etc. He listened and understood my concerns and nervousness in making such a huge purchase. Yes, I needed new HVAC systems, but he not once made me feel pressured to purchase from ARS. He just laid out clearly how I might benefit with choosing ARS HVAC systems. I sincerely thank you Tyler. You were awesome.
A huge shoutout to Mr. Novie and Mr. Donnie the technicians who installed the systems. Thank you, gentlemen, for the hard work. It was extremely hot the day of installation, but these guys worked until nightfall to ensure systems were a go! They were very professional as well. They too did not hesitate to respond to any questions or concerns I had. Again, thank you!

No problems. Everyone was professional and very polite and considerate.

Service unacceptable.

There needs to be some sort of class action suit against this company. They NEVER return calls. Been calling more than a month for a unit they newly installed 4 yrs ago. Who agrees to spend THOUSANDS every 4 years in order to have AC/Heat? Was told warranty was for 10 yrs but never did the maintenance or anything. Now it's completely not working and my elderly grandmother and mother may POSSIBLY have to surface in extreme weather conditions because of this. Have a warranty and they will not fix it and they shouldn't have to pay another company thousands yo fix your responsibilities