ARS / Rescue Rooter Dallas

If you want a company with good customer service, and supervisors that respond to problems– DON’T USE RESCUE ROOTER!
We had a gas line leak on a Sunday afternoon. We called the gas company to turn off the gas, then called Rescue rooter because we’ve used them before, and they did a good job with a clogged water line. One of the first questions we asked was «Do you take the Home Depot Card?». The representative answered that they did, so we asked them to come out. within a couple of hours, we has a plummer at the house, only to get a response that he didn’t have his crawling clothes or the proper equipment with him. He would be back first thing the next day. The following day, after calling in to work, I waited for the repairman to show up. At 9:30 I called to check on his status, and was told I had a window from 10:30 to 1:00. at 1:00 I called, to be told we had a window from 1:30 to 4:00. Just as I was starting to look for a different company, the repairman showed up at 4:30. When he finally went under the house to diagnose the problem he found that the pipe coming out of the ground had rusted out, and that the entire line from the street had to be replaced. We came up with a plan on how to do it, the repairman put together an estimate, and schedule. We were told that he would have a dig crew out in the morning, finish up on a quick project in the morning, then be out in the afternoon to run the new line, and install the new pipes that afternoon. When we mentioned that we wanted a second opinion, the repairman became a little aggressive, and instantly dropped his price by 10%. I should have stuck to our guns and received a second opinion, but it was going to get cold the next few days, and I wanted the line fixed. He also confirmed that they took the Home Depot card (which meant that we could get long term financing), and that they could get it done the next day. We eventually agreed to let them commence the project.
The following day the dig crew arrived, he showed up to give them direction, then left stating that he would be back to start the work. The dig crew finished, and said he would be here soon. By 4:00 when soon didn’t happen, we called dispatch, and left a message for a manager to call us due to our concerns regarding the project. Nobody called back, until 8:30 when the technician called and promised that he would be there the next day, and that he promised to get it done. The next day, we receive a call from him at 7:00 am stating that was calling in sick, and would hopefully be able to finish the project the next day. We immediately starting calling ARS/​Rescue Rooter, asking for a manager to address our problem, and send someone else out to do the work. There was never a manager available, and again, nobody returned our phone calls.
The next day, the technician finally showed up at 10:00 am, letting us know that he scheduled a late inspection with the city, and he would have us up and running. He started the work, then had to go grab lunch and get the correct materials for the job. After a few hours of him not being there, I was concerned that he would not be ready for the inspection, and we would get failed, and need to pay for another inspection. I called and finally was able to speak with a manager. I requested they check on his whereabouts, and send someone out to assist him. The manager assured me that he would be here, and that he shouldn’t need any help. The technician came back 30 minutes before the inspector arrived. Luckily I was able to give the repairman 1 minute’s warning. He was able to cap off the line coming into the house, keep the inspector out at the street watching the gauge, as he distracted the inspector from seeing the detached gas line coming into the house. Somehow he was able to get a passed inspection, then let us know that they didn’t take our form of payment, and that he needed us to finance the project with Rescue rooter and to contact their office the next day. Luckily he did stay late and finally finish the job. The dig crew showed up the next day and did a good job restoring the yard. Once they wanted payment, we were finally given the attention of a bunch of managers… After nicely stating that they needed to work our a way to use the form of payment that they said they accepted multiple times, then a few more calls from managers, someone was able to figure out how to take our form of payment.
The repair team did do good work, but we were definitely left feeling stranded, and taken advantage of. If you decide to use them, I hope that you have a better experience than we did.

I was quoted $ 15,000 for repairs that another plumbing company didn’t even seem as necessary. Don’t recommend this company at all.

Horrible customer service! I scheduled an appointment for today between 2 – 4 pm to change filters on water filtering system and it requires silicone grease per instruction so I made they know about it 3 times when I called to set up the appointment 2 days ago. I get a call from the CS at 3:45 today asking if I am available because the technician is about 45 minutes away. The tech gets to my house at 4:30 looks at what he needs to do and what a surprise… he doesn’t have the silicone grease with him so he has to go to home depot to get some. He is gone for an hour and he calls back stating he can’t find any and he needs to reschedule. I called the main office to complain about this situation but reassure me he is on his way back because he found what he was looking for. Another 30 minutes passes and there is no sign of him. My husband calls the main office again and the lady says he is still looking for the silicone grease. So after 4.5 hours waiting, we had to cancel their services. 4.5 hours wasted out of our very busy schedule because this company couldn’t follow a simple request and follow instruction that the job requires silicone grease! Couple of months a go another of their technician said he doesn’t know how to change a broken sprinkler pipe and when I hired a sprinkler tech to do the job, he started laughing and said any plumber could have change the broken pipe and it really had nothing to do with the sprinkler system. I will never use company ever again. Shame on me for trying to give them a second chance. What a joke!!!

They came out for a backed up laundry line. Never augged any lines. Ran a camera down the front out clean out and told me all my pipes had collapsed under my house
Tried to get my to sign a contract for 35,000 to replace them. And tried to get me to sign papers for a 10 thousand dollar loan to get started
Guaranteed me I would have to stay in a hotel and my insurance would cover it all.
Second opinion, augged the pipes, tested for sewer leaks and there were none.
This company is a rip off big time. Please don’t ever use the.
Baker brother’s came, augged all the lines, ran several test. And all line are clear.

We generally shy away from big rooter companies, but these guys really bailed us out Thanksgiving weekend when our toilets and drains stopped up. They did not push us for expensive work or extras, charged a reasonable fee, and were very articulate in explaining the possible problems and solutions. Our techs were Joshua and Neil. We got our problem solved fast, well, inexpensively, and with no high-​pressure sales or tricks.

Made me wait 6 hours in an emergency and then said they could not come. They told us you would be first and waited. Called another plumber and they came in two hours. Call someone else.

Great service from
Adam R. Complicated water heater replacement job. Went extra mile to get stuff right. Responsive and thorough work. Thanks!

If I could give 0 stars I would.
Worst customer service ever!!! We were overcharged and after 2 days and 8 phone calls later I had to drive to office to pick up refund because otherwise «it would take a few weeks to be mailed out and get approval» all this after being told estimates are free… They are not.
Once they get to your house (3 days later than promised) they the charge you a gas test fee to give you the «free estimate» they also charge you for a permit at that time to complete the work. When you go with a different company they then do not want to give you money back for the permit they did not actually pull for the work.
Every time you call you speak with someone new. No one communicates and you never get a straight answer.
There prices are also SEVERAL 1000s higher than other companies. I wish I would have read Unilocal before calling them!!!

I specifically called this company for a clogged toilet because their listing on the internet said $ 88 toilet stoppage – same day repair. They came out to my house and charged me $ 170 because they said they had to use the auger. I’ve called and complained and I still get the run around. I never would have called them if they didn’t offer the $ 88 solution. I would never call this company again.

Specifically ask for Koby– he was AMAZING! I have First American Home Warranty. They sent 3 different plumbers to my house and all 3 said they could not find a clean out valve at my home and it was going to cost me $ 1000+ to install a clean out before actually clearing the main line. I was even willing to pay it. But after 5 nightmare days I got feed up and called ARS. Koby came out, found the main line and fixed the clog in less than one hour and it only cost me $ 200! I could not praise Koby enough for what he did after the week I’ve had with 3 other plumbing companies.

Wish i could give this company 0 stars.
Had to replace my shower tub because of small cracks on my second floor… Small leak on my ceiling. No big deal. Worker replaced it and covered it with water for inspector. an hour later my ceiling is soaked. The worker had not sealed it correctly and all the water was dripping down my first floor. I called them and informed them of the situation and said they would take care of it. They had a drying company come dry my ceiling which required them to cut a hole. After that horrible situation I had a really hard time scheduling a day for them to fix my ceiling which they had agreed to pay for. My shower tub was «Fixed» on March 28,2015 and after many calls to the company my ceiling was finally fixed April 30, 2015.
Unfortunately that doesn’t cover my list of complaints during all that I had missed the City Inspector and had to reschedule due to the fact that they never called me to let me know that he was coming. Not only that but they wanted to charge me to reschedule. Thanks to the City who took care of it, I didn’t have to pay to reschedule and said they always have that problem with this company and to top it all off when my shower tub was replaced the worker made unnecessary cutting to my bathroom according to the remodeling worker who I did have to pay to come fix the rest of my shower and that tub that they over charged me for was not even the same size so when the remodeling worker placed my door back there was a huge gap! I can honestly say I will NOT be calling this company again EVER!

What a great company, I had an issue with my plumbing. They obviously took care of it, but every person I interacted with their company was hands-​down amazing. George came out tonight because the original issue we thought was handled started acting up again. Not only did the dispatcher keep me posted step-​by-​step throughout the day. George showed up at 8 o’clock at night seconds before a thunderstorm with absolute confidence that he would not leave until it was fixed. After he fixed the problem he explained to me thoroughly what had happened. Is the first review I’ve ever written on the company because I was so impressed.

OLD FOLKS WARNING!!! Warn all elderly friends, family, relatives to stay away from these sharks! My 85 year old neighbor called them when her A/​C went out. The ARS rep left her a written quote for over $ 9,000 for a new 3.5 ton 14 seer unit — WHHHAAAATTTTT??? Look online and see what you will pay for a top of the line 3.5 ton 14 seer unit — UNDER $ 6000 installed… as if that was not the most outrageous thing they could have done, he gave her a written quote to just replace the motor for $ 1664 that says NO WARRANTY on it… WOW. I am happy to email copies of the WRITTEN QUOTES to anyone who might think this is secondhand information. I called another outfit, told him the story and he met me at her house and replaced a $ 12.50 part, put $ 60 worth of refrigerant in and charged $ 80 for labor… A/​C is up and running beautifully all for under $ 175…RUN AWAY from this company!!!

I wish I could give a negative star rating! My home warranty company recommended this company and I hate the fact this company is being sent to service my water heater! My appointment time was the window of 8am-​12pm and they have not showed. I had to call them and was told 2 techs were ill and another job is taking longer than usual. I’ll continue this review once the tech arrives.

ARS is a horrible company. I would give them zero star if it gave me a choice. They only want to scam people. Our original purpose was to clean out the main sewer. They said that they had this video that would help us find out problems and fix them. The showed us videos of broken pipes and charged us $ 1600 to repair them. After that, problems in our plumbing didn’t go away. They said that it was a complete different problem and needed to charge us $ 292 to fix those problems. They were upset when we denied the second service. When we looked into it, the broken pipes were for overflow in case of flood and they were not necessary to fix. No wonder people said that plumbers are paid too well and that the average age to retire for a plumber is 55! Please don’t use this company again. I just wanted to share with everyone so that no one can fall into their trap again.

I had ARS sent out for my slab leak by my home warranty company. Adam came out and located the leak. He let me know the cost and how much was covered by the warranty and how much was out of pocket. He was able to give me a little bit of a break and that was very appreciated. Unfortunately after he thought it was repaired another small leak popped up a little further back. He did not charge us extra even though the scope of the job became bigger. In addition to this he stayed well after 10pm to ensure the leak was completely fixed instead of saying its late and shutting the water off. About a month later we ended up with a new leak about 3 feet away from the first one so I called them up and Adam came out and took care of this one as well. It was an additional cost but since it happened so soon after the first one they gave us a great price. The reason for 4 stars instead of 5 is they don’t repair the drywall that had to be cut out and the new concrete isn’t smooth like the old so we will probably need to have that fixed when we get ready to put in new carpet. If I could rate Adam independently I would give him 5 stars. To me he went above and beyond on the first visit.

Needed some help installing an oven and also a gas shut off valve behind my oven. The man that came over was very friendly and knowledgeable, I would give him five stars. The job was done in less than an hour and my new oven works great! He also helped me in moving around the old oven. Furthermore, he came on time even though it was bad weather.
Gets knocked down 2 stars for two big reasons.
One is the price, definitely an expensive service, shop around if you can.
Second is bad over the phone customer service reps, they don’t let you talk and constantly cut you off, I talked to two and they both acted the same. They are just trying to rush you off the phone and get you locked into a field visit with a technician ASAP. If I was a VP in the customer care department at ARS, I would put out some different scripts for the call center reps or put a training session together.

Wish I could give zero stars. They are slow and they are dishonest.
I was locked into using ARS because they were the only provider that my extended warranty company uses. After waiting for 5 days for our appointment to come, ARS came out and verified the water heater needed to be replaced and called GE to activate the replacement process. Then they CLAIMED to have contacted the extended warranty company and that the «extra» materials to replace the water heater would not be covered and I needed to pay $ 250 out of pocket. I called the warranty company, and they said that was not true, and that in fact it might be 24 hours before their claims department processed the request to give approval to ARS. So why is ARS trying to charge me $ 250? I escalated the issue with the warranty company and will not be using ARS for this, or any other future job.

I used ARS Dallas last week has my 2^nd opinion option through AHS Home Warranty. ARS tech was on time and very knowledgeable about the issue I had with one of my water heater. He assessed the issue and explain what needed to be done. I asked questions that he answered without leaving any details. The install took 75 minutes or so, he cleaned up after and the cost was more than reasonable. I would use that company again and would make sure to ask for tech Josh R. for sure.

I thought it would be a good idea to get a national service provider when I bought my house, which was a 2 year old foreclosure. This is not the service.
I needed a cartridge replaced on 2 of the faucets for the showers because they had not been used for a while when I moved in. The tech that came out was friendly and knowledgeable. He quoted me a rate that was about $ 100 too high based on a quick Google search of the rates, so he called his supervisor, and lo and behold, a better rate was available. I felt like quite the negotiator. I also figured as long as I was well-​informed about the rates, I could use this service.
So I ordered the package for maintenance on the water heater, a/​c/​heater, plumbing so I didn’t have any worries – all maintenance would be done and I didn’t have to do anything besides be home twice a year for 4 hours.
Unfortunately, I have had endless problems with them and the services that they have provided. One tech told me that I needed a whole new toilet when it was just that there was a tampon applicator from the previous owner clogging the toilet. I called and complained that I could not possibly need a whole new toilet or all of my plumbing redone and to send another tech for a second opinion… they sent the SAME one and he said the SAME thing – I needed a new toilet and possibly my pipes redone because the pipe thing they stick down the toilet was stirring up ‘dirt’…on the third floor of my townhouse. He couldnt explain how dirt could get that high up in the pipes either. On the third call, I got a new guy who said I misunderstood the first guy both times and took the toilet off, found the tampon applicator and voila, all was fine.
I also had a tech (at a regular service call) turn the water heater up only to be told when it broke 6 months later that it was turned up way too high and led to the element melting and costing $ 400. The tech was shocked that a 3 year old water heater would have this problem. After countless unreturned calls over the course of the past 5 months, I finally got someone in the service department to talk to me and he said there’s no way that turning it up was the cause… so his tech didn’t know what he was talking about. Also, about a month after my water heater service call, my neighbor (who I had recommended ARS to in the early days) had an ARS a/​c tech service his A/​C and the next day it broke… come to find out, he had a ‘fake’ certification and was fired. Not cool ARS, not cool.
My advice is to steer clear of the lottery for good help at ARS.