ARS/Rescue Rooter - Durham Air Conditioning Repair

Beware! Horrible customer service once they get their money. I had technician Zack Wilson come to my house to sell me a new HVAC unit. Customer service of course was great until after they received their money. After that, I was left fighting for my unit to function properly. First, They promised to install new google nest thermostats. They only installed one and left. I called the company and I had to have them come TWO separate times just to install the thermostats correctly. Then to make all matters worse my NEW HVAC stopped working when the weather got cold. My roommate called me while I was in another country to tell me the house was basically unlivable due to the temperature. I called the company countless times during my vacation. The first time they came out a technician did not investigate the problem, he did something to get it to work temporarily without fixing the real issue. Meanwhile, the system stops working again and no one could come to the house for several days. Once someone finally came to the house they told me I had to buy another $800 worth of material to get my BRAND NEW HVAC to work. This defeated the whole purpose of getting a new HVAC so I would not have to deal with these problems. My roommate still had to deal with a non-functioning HVAC while I had to spend my vacation making countless phone calls. The last time a technician came to my home he took out all the vent filters and left them around the home. I am extremely disappointed in the lack of professionalism and it does not make me trust their repairs when I know techs are just jerry-rigging a brand new system I spend thousands of dollars on. Very disappointed.

I have been with ARS for many years. The technicians are professional and competent. Derrick Shane Cooper seems to care about the work he does and explained exactly what was done in terms I understood. This made me feel comfortable about the work he did today.

ARS has completed several things for us, including installing a new unit. They’re professional, on time, and extremely courteous. Derrick came out today and provided great information, great advice, and was extremely professional and personable. We will call ARS every time we have an issue!

Asked for a tune up and HVAC checkup (my cooling system was working just fine, the heating system wasn't). A technician came and suggested some maintenance to fix the heating system. I am not sure what he exactly did while checking the HVAC because now both systems (cooling and heating) are not working.

On time, professional yet friendly. Explained everything that was going on with my HVAC. Even though was given bad news about my system they tried to do everything to set me at ease and get someone out ASAP to quote me on a new system. Will always recommend ARS.

Very disappointed my air-conditioned unit is less than 3 years old ,it ARS Rescue Rooter 2 years before they change the breaker in my breaker box to operate the air-condition unit properly and the capacitor is gone bad, and they won't to charge me $289.00 to fix when I have 10 warranty, I am very disappointed. I will have my lawyer to look into this [we paid almost $8000.00 for our heat and air unit.less than 3 years ago.

The appointment was changed and the cancelled. A technician showed up but then was ready to leave and I had to stop him. ARS installed the unit 18 months ago and now it has failed. They say it’s under warranty… but want to charge $700 in labor to fix it. It’s only the fan motor and it’s a 30 minute job for a slow tech. Can’t understand why it’s so much money for 30 minutes.

After spending about a half hour of looking at the equipment the repair guy from ARS said I needed to call an electrician, he couldn’t fix it, the outside unit wasn’t working at all.
So I had two HVAC technicians take a look. They found the outside switch box open & the circuit breaker to the AC switched off. I guess the ARS guy was having an off day when he was here. I paid $239.00 to Bud Matthews. I have requested that ARS reimburse me that amount because if their technician had done his job properly I would not have had to get someone else to do the job. I spoke with someone at the ARS office who said she would contact accounting and someone would get in touch with me soon. I’m waiting.

Heating system diagnostics done. Estimate of cost to repair provided. Will need to contact other appliance/HVAC repair service I have an agreement with to see if they will cover repair. If not, I will happily use ARS for the repair. Jose especially is knowledgeable and fair. I never feel pressure/upselling from any of the professionals I’ve dealt with. Excellent service. Highly recommended.

I have been doing business with this company for 9 years, but I won't anymore. When they come to service your unit always get a second opinion because they will try and scare you into spending thousands of dollars. I have been trying to cancel my service with them since last Friday. Every time I call they say will have someone call you back...still nothing ...THE WORST CUSTOMER SERVICE!