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Businiess name:
ARS / Rescue Rooter Houston South
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Review by:
Guest
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Review content:
My experience has been horrible.
I tried (mostly unsuccessfully) for a week to get my tankless water heater serviced by ARS, under an annual service plan with ARS.
First appointment.
Noon to 4pm window. They call me at about 5pm and say the service technician cannot make it that day because of a "family emergency."
Second appointment.
Noon to 4pm window. They call me about 4pm and say "it will be closer to 5pm" At 5;30, they call "you are next" - at 8pm. I give up and cancel the appointment.
After appoint number 2 is a total fiasco, I get a call from someone at ARS who claims to be highly concerned. "We want to make this right" "So sorry" and the like. We agree to schedule the appointment for a bit earlier in the day. Promises to bring the problem to attention of management.
Third appointment
11:00-3:00pm window. Around 11 I get a call - it will be about 1pm. Around 2:00 I call them - where is your guy? "running late." I quite reasonably asked - why did you tell me it would be 1pm if that was clearly not happening. No answer. About 2:30 I got a call from the technician - I'm on my way. Its now 4:00pm and still no service tech.
I call ARS. Now the story is "Sorry, we had to change service techs because the original guy had a family emergency" So, we sent a different guy. He's just around the corner, he will be right there. " I asked where EXACTLY? Dispatcher puts me on hold and calls the tech - turns out he's miles away.
ARS did eventually show up - hours later than represented. The service technician was polite and professional, and reported he had been assigned the call at the last minute. He disappeared into the attic, came back down and told me it would cost $150, instead of being covered under the service plan. It then took half an hour for him to get a return phone call from his supervisor.
ARS does not answer the corporate customer service phone number. Direct messages to ARS via their website are not answered. Steer clear.
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