ARS/Rescue Rooter of Nashville

ARS they do a great job. The technician today was a woman and that was impressive. Way to goARS

review

Kind of a mixed bag experience with ARS, but overall satisfied. Had some issues with them at first, but in the end they worked things out with me until I was satisfied. I really appreciate responsive customer service. Full experience/story below: I had an HVAC tune-up with them and was told I needed two parts replaced. The tech physically showed me the voltmeter and said the output was too low and that it was weakening my system. He encouraged me to get it repaired and replaced before my warranty would run out. I tried to schedule the repair 4 separate times and was always told I would get a 'call back' and never did. Finally on the 5th time I got the repair scheduled. Really, they said my tune-up invoice had "no notes" so they didn't even know what was wrong. They had zero record of anything that was said during the tune-up appointment. They said they'd call 30 mins before showing up to let you know they're on their way--they did not, they just showed up. The tech re-evaluted/re-tested the system and told me there was nothing wrong with my system and the parts are performing just fine. She showed me the output and it was higher than the tune-up value--I asked why and she said she didn't know. They didn't have great cross-communication between techs, phone schedulers, etc. Then I had to pay for this follow-up repair/diagnostic appointment, which I only scheduled because they told me there was an issue and apparently now nothing's wrong?? Thankfully, after this experience, I called and complained about my experience and demanded a refund for the 2nd diagnostic call. This is when everything turned around--a customer care person (Ashley) worked out my whole situation and agreed that the conflicting opinions were cause for concern. She refunded me the 2nd tech appointment, and then sent a senior tech (Alfred) free-of-charge to confirm the two opinions and find out what's really going on. He was much more knowledgeable and prompt and explained everything, answered all my questions, and gave me different cost options. The customer care manager then followed-up to make sure I was satisfied. Good job, ARS! Thank you for fixing the original mess--much happier now.