If you are looking for good customer service and resolution of your AC issues, DO NOT USE THIS COMPANY. I was very patient and that lack of care and respect for me as a paying client, has led to this complete and thorough review. Saturday evening, I realized my thermostat power was off. My husband does his due-diligence to ensure it is not something that can be resolved quickly. He contacts ARS Rescue Rooter Laurel and they schedule him and confirm via text an appointment for 12 MID - 8AM. This was honestly new and refreshing to know that there were techs that worked overnight. We made accommodations for our young children and I stayed at the house waiting on the tech. 640AM Sunday I call for an eta. The "agent" tells me I am still on the schedule. 800AM I call for an eta. The agent tells me, I am still on the schedule and a message is being sent to dispatch. 830AM I call and the agent lets me know I should have NEVER been scheduled for an overnight call, as they don't have techs to support that window. I ask for a manager and was informed that the managers are on weekend hours. So they will get back to me as soon as possible (within a 24-48 hour window). The new time is schedule for 8AM -11 AM. Again, as it approached 11AM, I call for an eta and the agent just sends a message to dispatch for an update. My level of frustration and downright anger has peaked. I am not hearing from anyone and I am going back and forth about finding a new company. 130PM the tech shows up. At this point still no call from a manager. Still not understanding why no one has addressed the fact that we waited all night and all morning for someone to come, and NO ONE SHOWED. So, 130PM, I know I need to get my house cooled. We have young children and literally are on the tail-end of a heat wave. So, tech "resolves" and proceeds to tell us there is a power issue and he thinks it is just because the screws of the fuse get loose from the movement of the furnace. Well, it is in fact NOT RESOLVED. 4AM I noticed how hot it is in our home, and go check the thermostat and it is off... again. Call ARS Laurel again to get that tech back. They tell us they will be there between 8AM-12PM Monday. So, now I have to adjust again, call into work that I will be late. Well, guess what, not only do they not come during that time. After 5 or more calls to the agents, still no call from a manager, we find out that we are going to be scheduled for 4PM. But that is not where this story ends. I am so fed up with this company, that I reach out to a reliable company, that came out quickly and properly diagnosed and resolved the issue. The next call we received from ARS was at 730PM that a tech was on the way. This was in fact thee worst experience with essential home service providers in my 25 years of home ownership. And guess what, still no call from a manager. Even contact the 901 number for QA... and still no one. So I hope after ever "recorded" phone call, your company evaluates how you will continue to loose business.
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American Residential Services is a United States network of plumbing, and home and commercial heating and air conditioning businesses, operating under the trade name ARS/Rescue Rooter.
