ARS/Rescue Rooter - Conroe Air Conditioning Repair

If I could give this company zero stars, I would. We called ARS for a service in early June of 2023 (a simple clogged line in a bathroom sink). My husband had already removed the P-trap, we just didn't own a snake long enough to reach the clog. The tech came out and COMPLETELY misdiagnosed the problem (which required a much more expensive and extensive service to resolve) and argued that there was no clog, but also refused to run a snake down the line to check before performing the more expensive procedure. He required that we pay up-front for services. Once he was finished with the more expensive service, he comes to us before leaving and says "you were right, turns out it was just a clogged line". He left trash in one of the service areas as well as a bucket of dirty water in our living area. He also did not issue the first responder or the senior citizen discounts that we had been promised.

It took me weeks for the company to agree to give us even a PARTIAL REFUND (which honestly was a joke for the price we paid for an unnecessary service). It has now been 1 month since the service and we STILL have not received the refund. I have now called 4 times to get in touch with customer service or accounting to check on the status of our refund and I have not once received a call back. The one time I initially spoke with customer service to discuss our issue their response was "Well, that technician is new, he just started with us". No responsibility taken for his mistakes.

Their site says "If you're dissatisfied for any reason, we'll make every effort to meet your expectations. It's that simple." That is a lie, from my experience. I understand people make mistakes and I try to give a company every opportunity to make a problem right, as I have in this situation. Hopefully this gets resolved soon, but we will never be hiring them again.

Robert was very professional (except for swearing) and helpful. I liked the fact that he wore fresh shoe covers each time he went in and out. He told us about the things he was checking and gave us info on 2 recommendations to further protect our HVAC unit. He wasn't trying to sell us anything, just letting us know about it. He gave us a copy of the work order and took our phone and email info. He also gave us the name of who to contact regarding a problem we've had with an administration issue created by Jeremy who sold us the unit. Thanks so much for sending Robert. He is good at what he does.

We are specifically leaving this review for the service we received from Jon Stone from ARS.

We recently had Jon service our water heater, and the experience was nothing short of excellent.

We are extremely pleased with his work.

From start to finish, he was an absolute pleasure to work with. Not only was he respectful and friendly, but he was also incredibly resourceful. Jon took the time to carefully diagnose the issue, fixed it quickly and was wonderful in explaining everything.

We were very impressed with his knowledge and expertise when it came to resolving the problem and are extremely impressed with his excellent customer service.

If you are looking for a technician who is knowledgeable and reliable, then Jon Stone from ARS is your man. Highly recommended!

I am updating and re-writing this review from 1 to 3 stars because they did eventually get a good plumber out to fix the problem. In short, they sold us and installed a water heater, with a warranty. When it stopped working after a couple of years, the person they sent out said we needed $8000 of new gas lines to make it work again. He also wanted to charge $800 for some basic troubleshooting, which he did not want to do. It was a scam.

I did a bit of troubleshooting with a second plumber, and quickly found that the culprit was a broken warranty-covered part in the water hater. The gas lines were fine. I was quite upset and called back ARS to complain, because fixing this was still on them.

Their "Customer service" escalation process added an extra day of delay to getting someone back out to fix it. When I did get a call back, they scheduled someone to come out the next day. There were multiple delays (ordering parts, more unexpected broken parts) before we finally got our hot water again. Total time from us first calling ARS to actually restoring our hot water: 11 miserable days.

The 2nd tech (a senior plumber) was excellent and fixed the problem without the BS, and I thank him. Because they eventually fixed the problem and honored their warranty, I won't be filing a complaint with the state board. But it is very unfortunate that we had to go through a dishonest salesperson (more like scammer) pretending to be a technician/plumber, and complaining and posting negative reviews, before any real work was done. I would not go back to this company for any new work.

I had a coil leaking refrigerant and they came out and diagnosed it during a holiday weekend then told me it would be two days to get it fixed. the installers destroyed my tile flooring getting the new unit in. They also routed the drain incorrectly so that it was pouring water under my house. I had them come back out to fix that. I am very unimpressed with the install. they tore up the tile in the utility room and never returned phone calls to my wife to discuss the problems. it was 6k to replace the air handler. when I got the invoice they charged me for 5 air handlers at 27,000$. I will never do business with them again.

Kenneth came to my home when I was fairly unhappy with the UV Patriot.
He went over the system and all that had been done. He explained what my options were. One of the options he offered was the Reme Halo. I switched to that and am please with it. He suggested other things that would help my a/c etc. so I will be having those things done in the future. He was very helpful and knowledgeable.

The employee did not caulk the water lines
The employee hooked up several lines backwards. Hot to cold and vice versa.
I had a 40 gallon hot water heater and a 30 gallon hot water heater was installed.
For the amount ot money I was charged, this project was handled very poorly. I hope there aren't any leaks because no one checked. It was dark when the workers left and was told that they will return in the morning to check for leaks. NO ONE NEVER CAME

Kenneth Reese was a great technician. He helped me understand the issues with my system and explained the solutions. Great customer service and experience.

Kenneth was awesome to work with. He had my AC fixed within 2hrs of my original call! 10/10 I will use them again!

Awesome customer care services friendly and knowledgeable technician. We had a plumbing issue all fixed! Definitely highly recommend them.