ARS/Rescue Rooter - RS Andrews of Tidewater Avis 

The technician was professional and knowledgeable.

We had a routine maintenance inspection performed on our AC system, and the technician informed us that there were numerous issues with our existing unit. While the system was approaching eight years old, it was still functioning adequately for our family's needs.

Based on the extensive list of recommended repairs and cleaning services, we decided to purchase a brand-new HVAC system from RS Andrews, believing it would provide improved reliability, efficiency, and peace of mind.

Unfortunately, our experience since installation has been extremely frustrating.

When the coils began freezing shortly after installation, we were told the issue was caused by us setting the thermostat below 68 degrees. We were essentially blamed for the problem and informed that the system could not be operated below that temperature without risking freeze-ups and failure. This explanation is unacceptable. In the nine years we have owned homes, including with our previous aging unit, we have never been told that we could not set our thermostat to the temperature we desired.

It is difficult to understand how a brand-new HVAC system appears to have more limitations than the older system it replaced. We invested in a new system expecting improved comfort and performance, not restrictions on how we cool our home.

What is even more concerning is that the system has repeatedly frozen since installation. The coils froze the day after installation, froze again several days later, and are frozen once again today. We have photographs documenting these incidents. We have owned this system for only one week and have had to call for service every single day.

Despite these ongoing problems, we still do not have a permanent solution. The Quality Control Supervisor, Rob Skinner, has not returned our calls as promised to discuss corrective actions or next steps.

At this point, we are extremely disappointed and are requesting a clear explanation and a permanent resolution to these issues. A brand-new HVAC system should not require daily service calls, nor should homeowners be blamed for normal thermostat settings.

If RS Andrews is unable to provide a satisfactory and lasting resolution, we will be forced to explore other options, including seeking legal counsel regarding our rights and remedies.

We live in a region where dependable air conditioning is a necessity. Having a newly installed system freeze repeatedly within its first week of operation is unacceptable. We expect RS Andrews to stand behind its workmanship, honor its commitments, and resolve this matter quickly.

After numerous phone calls and the assurance that I would be called back to explain why the quote for a new system and a negotiated price that I agreed to through an e-mail have not been followed up. It is three weeks later and no one has contacted me while I continue to receive cards in the mail from RS Andrews with promotional discounts !!!??? I am so disappointed in the lack of professionalism after a great experience that I had last summer with the company.