Ars Repair & Installation

Before writing a negative review, I always give a company the opportunity to rectify the situation. Despite several attempts on my end to come to an amicable resolution, ARS refused to compensate me for inadequate service or even take accountability. Seemed more inclined to give excuses than empathize with the customer. So here we are ...

Hired ARS to come check out our tenants' gas stove as the pilot light was going off in the oven mid cook. The tech never called me to explain his diagnosis. Instead, just received a terse invoice indicating that the "ignition" was working properly. As I had never reported a problem with the ignition, I immediately requested more info on the invoice and confirmation that the thermocouple and its connection to gas valve was looked at. This email was never responded to. I called a week later and spoke to a customer service agent and explained I was unhappy with the service and annoyed that more information had yet to be provided. I requested to speak to a supervisor. A supervisor never called me. Six days later, and only after I had filled in a company online survey, a customer service rep called me and left me a VM. Two days later, I finally connected with the rep (they are having very long hold times). She explained that if I was unhappy with the service, ARS could send another tech out to look at the problem free of charge. At this point several weeks had passed and I needed to hire another company ($100 service fee) to come out and look at the situation as the tenants were still experiencing the problem. This company tech did call me and explained his diagnosis and provided further detail on the invoice.

I appreciate that a tech does not always find "the" problem on a service call. But either a phone call to the home owner or a more detailed description of the diagnosis is warranted. And if they are willing to come out again for free for another diagnosis, that should be relayed to the customer. I gather ARS is quite busy at the moment and I suspect overworked. Fair enough. But that is not the fault of the customer. If they provide poor service, they should address that in some way. At the very least, respond to the customer when they reach out. To this day, I still don't know if the technician did a full diagnosis or just focussed incorrectly focussed on the ignition. I have spent way too much time on this!!