Lengthy HVAC repair in Indianapolis ends with satisfied homeowner

Lengthy HVAC repair in Indianapolis ends with satisfied homeowner

COMPLAINT: Madelaine Wohlreich, Indianapolis

"I requested a service call from ARS Rescue Rooter because my rental property's air conditioner wasn't blowing cold air. It's a newer unit I bought several years earlier but it was off warranty. ARS's technician said it didn't have any Freon, so he replaced it and checked the unit for leaks.

"This didn't fix the A/C, and they said they needed to order a new compressor. Weeks later, with no word from them, I called and found they hadn't yet ordered it! Three more weeks went by before it arrived. They installed it, and a week later, my tenant said the A/C wasn't cooling.

"The tenant said they had sent a technician one day and then a supervisor the next, and both offered her differing opinions about the problem. No one from ARS called me; I had to call my tenant to find out if they had come. When I called ARS, they told me the compressor wasn't working and recommended installing a new A/C unit.

"I told them I had already spent almost $1,000 and didn't have a working A/C, and this had taken months. They offered to deduct the $950 I already paid from the cost of a new unit, so I agreed to an estimate. Their offer sounded reasonable, until I discovered a magazine ad that offered $1,000 off a new unit to any customer!"

DESIRED RESOLUTION: "I want a full refund."

RESPONSE: Nancy Engle, customer care manager, ARS Rescue Rooter

"We're sorry for the service the member experienced with our company. We strive to offer the best service and customer satisfaction is our main priority. Unfortunately, the parts required to fix the unit weren't readily available at a local supplier and had to be ordered.

"We apologize for this delay, but sometimes we're at the hands of the manufacturer or distributor. We provided the member with an estimate to repair as well as an estimate to replace the unit due to the extent of the repair, the cost of the repair and not knowing exactly when the part would be available.

"We try to resolve each and every complaint fairly and in a timely manner. ARS already refunded the member $483, half the cost of the repair, and agreed to replace the unit at a discounted price. ARS is also willing to refund the $417 balance of the original repair. Again we apologize for any inconvenience this may have caused the member."

STATUS: Resolved


Indianapolis Penalty Box

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