Complaint Review: ARS / Rescue Rooter Tampa Bay - Saint Petersburg Florida

My original installation in 2017 should have been a clue.  But I bought the system from Home Depot/ARS and I needed AC.  Sicne then, it has been nothing but more costs and unfulfilled promises.  My original email about the install is below:

On 4/19/17, I bought a replacement Heating and AC system with a price that was 'good only for that day.'  I was promised installation on 4/19 but due to the inability to get the equipment in time, this was delayed until 4/20.  So, this is the first commitment not met by ARS.

On 4/20/17, after 10 hours of hard work by your installation team, my new system was installed.  However, because of an oversight, there were due outs for the Dynamic Air Cleaner System and a larger drain pan.  I was informed that it would take 2 weeks to order and install these items.  This is the second commitment not met by ARS.

On 4/22/17, after smelling natural gas in the garage over the weekend, the installation crew returned and confirmed a gas leak.  They repaired the gas leak and confirmed that the due outs of a dynamic air cleaner system and larger drain pan had been ordered.  This is an indicator of poor workmanship that could have proved deadly.

On 5/5/17, I followed-up on the due outs as well as the open county inspection and was informed that we could not schedule the inspection until the job was complete.  I agreed and asked that ARS follow-up and complete the work.  This is the third commitment not met.

On 5/11/17, I followed-up and left a message on Devin's voicemail that I was still waiting for the open items and had not been scheduled for a county inspection.  The voicemail promised to return my phone call by 5/15.  This is the fourth commitment not met.

I called today (5/16/17) at 10:454, again, to determine when or if ARS had any plans of completing this job.  After getting transferred from the main number back to Devin's voicemail, I called every number provided to me during the sales:

Marcus Santiago

Damian Mathis

Mike Powers

Jared Smith

Devin Nagley

Shauna Lovallo-Martinez

only to get voicemail for everyone at 11:00 AM on a Tuesday.  As I refuse to leave another voicemail that will not be returned, I am sending this email with the intent of getting someone's attention.

On 5/17, if the due outs are not resolved and an inspection is not scheduled, I will contact Home Depot's Service department and ask them to resolve these issues.  If that fails, I will ask the county to perform the inspection, which will fail because the job is not complete.

Repair experience:

Over the next 3 years, ARS has had to replace two (2) capacitors in the condensor, the blower and now the TXV.  Despite having a manufacturer's 10 year warranty, ARS charged me for parts and labor, plus a service charge for every visit.  When the AC failed for the second time in 2019 for a capacitor, ARS cpnvinced me that I could avoid the cost of 'parts and labor' by buying an ARS 'Parts and Labor 10 year Warranty' a cost exceeding $2000, despite Carrier's 10 year warranty.  I paid it for the piece of mind. 

When the unit failed again on 8/26/20 at 8PM, ARS told me that despite the 'Parts and Labor Warranty' because it was after hours, I would have to pay a service charge of $120 to get a tech there that night.  Or, I could buy the ARS 'Service plan' for $200 and avoid paying any service charges again.  I paid for it but the promised tech never showed.  Over the next 12 days, I called every day to get a status (my dog and I did not enjoy the 90 degree plus temperatures in the house).  An ARS tech arrived on 8/27/20, diagnosed the problem and stated a part would need to be orderd with no date of repair planned. 

Finally, on 9/1/20, I contacted Carrier with a complaint, only to discover that despite a warranty, ARS had never submitted a warranty claim for any of the repairs they had completed.  This is why ARS charged me for the parts and labor for a system that was under warranty (to recover costs).  On 9/2/20 another ARS tech arrived to confirm the problem and confirmed that another part needed to be ordered, with a promise that I would have AC by the weekend.  It is the weekend and after calling every day since 9/2/20, ARS finally stated that the part may be received by 9/8 (after Labor Day) with a scheduled repair as early as 9/9/20 (15 days after the first request for service).

I strongly recommend never doing business with ARS.  Don't buy AC from them or Home Depot.  Don't buy their 'Parts and Labor Warranty.'  Don't buy their 'Service Plan.'  Avoid them at all costs!