ARS/Rescue Rooter - Durham Air Conditioning Repair

I requested information about the installation of 2 ac units on Sunday. On Monday, I met with Rob (he was awesome), on Tuesday my upstairs unit was installed and on Wednesday my downstairs unit was installed. I still can't believe how fast we went from requesting information to having a new system! I'm soooo happy. Prior to learning of ARS, we had been working 6 weeks with another company to get the work done. ARS knocked out the entire process in 4 days!!! Thank you thank you thank you!!!

The tech was very well experience. He was very kind and respectful. He had great customer service .He deserve a raise. I'm really satisfied with his quickness and knowledge of his job. Thanks Chris

Shawn and his coworker were very helpful in fixing our vent issues. Our vents to the outside walls were not installed well at construction. These guys fixed it all up for us and did a great job.

Mike was very professional and precise. On time. Mike came out the first time and I requested him again. Very friendly. Being a senior citizen he is very good for senior citizens. Felt real comfortable with him.

ARS installed a brand new HVAC unit at end of March. It has been repairing for at least 7 times wasted days of our time. As now, June 5, my air conditioner is still waiting for parts. The cover/hood left wide open. The manager Brandon promised us they will replace the cover and install the missing parts. But they never do. Brandon also ignores our call and messages. Till, it has been 6 weeks since we talk to the manager Brandon. Nothing has been done.
Besides, the technician damaged the coil fins while they were "repairing" the brand new unit they just installed, and they are not promising to repair it.
In the contract, they promised to refund and remove the unit within one year if we are not satisfied with their product and service. When I request refund, they just sent a technician, talk to you and promising to repair, which is something they never does.
I heard ARS is a good company for plumbing. However, for HVAC installation and repair, they are not professional based on what they did, such as misconnecting wires during installation which damages the outside unit, failed to repair, ignoring costumers and not being responsible, not following the contract.

Terrible experience.
I asked to schedule an appointment for a technician to come to my house to fix my AC early in the morning so I wouldnt miss work. The lady on the phone said the best they could do was an appointment between 8am-12pm, thats already way too big of a time window but I went with it. Around 11:45 still no technician so I call just to check in and they said someone would call me back with the tech's ETA, no one called back. Around 12:30 I called again and they said he was delayed and his ETA was 1-1:30. At 1:30 he still hadn't arrived so I call again and they said they tried to call me at 10:30am but no one picked up so the tech was rerouted to the next customer and I was essentially skipped over. I was glued to my phone all day and not once did anyone call/text saying he was on his way and no voicemail was left either (my voicemail box was not full). I had also called multiple times after 10:30 and this call they supposedly made wasn't mentioned until I called a third time. At this point the lady on the phone is arguing with me about whether or not they called me so I asked to be transferred to the manager. The manager apologizes and offers me a small discount on the $109 service fee and promises that he will be there eventually but that she couldn't tell me when. At 3:30 I called again and he said someone would call me with the updated ETA for the tech, again no one called. At 4:00 I called again and she said a new tech had been dispatched and was heading straight to me and would be there in about 45mins. So finally at 5:00 the tech shows up. Joseph the technician was very kind, knowledgeable, and professional which was the only positive part of this experience. I understand things happen and people get delayed but to have an appointment between 8am-12pm and the technician shows up at 5pm after 4-5 phone calls from me was absolutely unacceptable. I could never justify using ARS again because of this experience as I had to take an entire day off of work for a 30 min repair.

ARS was called to our rental unit that my daughter lives in; the HVAC wouldn't turn on. The tech was in the house for about five minutes and immediately found that the toggle switch( looks like a light switch ) had been turned off in the HVAC closet. My daughter is very detail oriented but may have flipped it off. She noted the time when he left. We called and asked ARS if they would reduce the $109 service call as there was no diagnostics and it took no time at all. The receptionist said the tech noted he was there for 20 minutes and, yes, it was a flipped switch. If my daughter was someone else I wouldn't be upset but she is a very honest person who admits her mistakes. She didn't make one when she noted the time. I am more than disappointed that ARS wouldn't reduce this fee in this instance. Twenty minutes is not five, good business practice would have been to be somewhat lenient on the fee. This was a lesson in who to trust next time.

Joseph was very thorough. The service disconnect was switched off because I just moved in to a new build. I didn’t know about that switch at all. But he solved that issue very quickly and professionally.

They replaced my entire HVAC system. The service techs accidentally put a hole in my ceiling as the furnace is in the attic, but they sent a repair person the very next day to fix it. Complete professionalism throughout the process. Very pleased with service and equipment.

Jose was fantastic! He took the time to explain what the issues are with my A/C system and what my options are. No pressure, just great information. Very polite👍