ARS/Rescue Rooter Heating, Cooling, & Water Heaters

Stay away from this company!!

We had ARS of Richmond install new mini-splits in our home right before COVID. During the install, they damaged our roof which resulted in thousands of dollars in repairs, which their insurance company would not reimburse. The install took a week longer than they estimated and there were many other issues during install, I don't think their crews knew what they were doing.

Now that we have had the units for about 18 months, we are now experiencing water damage in every wall where the units are installed. We are looking to have a separate company come our and re-install the entire system. I will never use this company again and would rate them as 0 Stars, if I could.

Beware, I would not recommend this company!!!

We have been using total comfort for 2 years. Each time we have an apt they never on time or forgot to put us on schedule. We are still waiting for a part for our heat pump since January!!! We went all winter on emergency heat. We called all the time to see where part was . Always told by Kelly was still on back order. Called last week was told part was never ordered! So they had to send another technician out to see what was wrong. Now we are told might need new unit so manager calls us schedules apt for today at 10 am with salesman when they didn't show we called and was told was for noon! They never do what they say and we are done with them. We even have a service contract with them but will go elsewhere now.

In February of 2022 my gas hot water tank went out after having it for 30 years with no problems. I dealt with ARS ROOTER to replace my gas hot water tank only after the first year barely any hot water to shower. When I say “barely” it stays hot for less than a min then turns ice cold. I contacted them which they never showed up twice only tell me at the last min they don’t have any plumber on the weekend. Finally got someone to come out for a diagnosis and told me it’s was my gas valve that need replacing bought my part got installed and still doing the same thing.

The quote given for 900 sqft house for central AC was 9k with already installed central duct work. After reading reviews, I'll be sure to tell anyone who listens to beware and proceed with caution. Big companies only care about bottom dollar. If you notice, all the CS issue responses are automated. Shows how much they care about "making things right".

Cancelled on their first two appointments. Showed up late the 3rd time. Left all kinds of parts laying around unlabeled. Did not even finish covering the lines up. The crew just left with no notice leaving the job looking sloppy like this. Chris the rep has not responded to my complaints after 5 days. I would not recommend.

I suppose we should be happy we did not use this company. They had emailed a date and arrival span of time when they would arrive. My husband got up early, they didn’t show. We called and the person said they would call the worker and tell him to call us. Nobody called so we called the office again hours later and we had the same result= nothing. Not to worry, we went to Home Depot and got a different company and they were there the next day & right on time.

My 85 yo father purchased a unit from Home Depot in Colonial Heights, VA approximately two years ago. ARS has visited many times over the two year period without being able to resolve the issue of his heat running constantly and high electric bills. Out of frustration, we called a Rheem technician who stated, within 15 minutes, that the unit is not large enough to carry the load of the house. We are truly saddened to learn that ARS would treat an elderly gentleman in this manner.

PLEASE DO NOT employ this company. They will take your money for service / maintenance but will NOT provide necessary information or attempt to resolve the problem.

Unfortunately I have to take my 5 star rating back because I love my normal Service Tech, Chris B. Yesterday ARS had to send an “install crew” out because I have a leak inside my wall from my unit. I was originally told between 12 and 2 then it was 4 then it was 4:30 and no one ever called nor did they show up. I have had to have a contractor come out cutout my wall, take up some flooring, dry out the area, and put out dehumidifiers as well. The contractor cannot come back and fix this area until ARS comes out and fixes the leak. I definitely do not know anything about HVAC but why would you put a joint on the inside of the wall? Wouldn’t it be better to put it on the outside just Incase it leaks? Especially if you’re that close to the outside?? I have had to file a claim with my homeowners insurance to cover the cost because ARS said they are not responsible, that’s what the first girl I talked to told me when I called Tuesday. She was in the Chesapeake office and said that everyone in Richmond was out to lunch and I could not hold them responsible, do not insult her intelligence etc. So I have given all of ARS’ information to my insurance company and told them they can go after ARS if they want I really do not care anymore. This install has been a nightmare from the beginning. Hence ARS has had to extend my warranty another year! The units were not installed properly from the start and I have had problem after problem! I even had a tech break a piece off of one of the units, not Chris! I have had to do after hour calls and was told someone would be out at a certain time and no one ever showed up or called, I’m beginning to think that this is ARS’ motto... We will give you a time but we won’t show up till the next day and we won’t call and we don’t care! If I had it to do over again I wouldn’t use this company. ARS has showed me time and time again that they do not care about their customers. They care about making the sale and once they have your money they flip you the middle finger. RUN as fast as you can from this company! They don’t care about their customers and they certainly don’t care how some of their people speak to their customers.

Made an emergency service appointment only to wait all day for no one to show. Spoke to 3 different representatives and was told I was on the schedule and to expect a call. Finally made my last call to ARS at 8pm to be told that no tehnicians were even working today.

I have used ARS (now Total Comfort) for over 12 years for both my heating and cooling services. Today, the technician Shawn came to my home to service my heating. He was very pleasant and informative on what he would suggest that I have done to make my unit more efficient. I can’t thank him enough and will continue to use the company in the future.