HVAC reviews in Laurel, Maryland

I have had a challenging experience with ARS. I had a technician come out early June to diagnose an issue with my AC system. The unit was declared unrecoverable and a replacement was recommended. Sean suggested $6,800 for a 14SEER Heat Pump, and I let him know I’d just need a week to compare quotes. After deciding to move forward with ARS, I was promptly ignored for over two weeks. None of my calls were answered, nor voicemails or texts responded to. After reaching out multiple times to Sean’s manager, (and waiting days more) I was informed the process would be a thousand dollars extra. I moved forward with a competitor, for two thousand dollars less. Now, a year and a half later, I am happy with my decision.

Really disappointed.

I was initially very optimistic because the reviews were so good, but after setting an appointment for 12-4 and being told the work could potentially be done same-day, calling 3 times to follow up between 4 and 5 when we still hadn't heard from an estimator, we finally got a call at 5:30 to let us know the estimator was coming at 6:45. He arrived at 7. We told him we would give him a call the next day to confirm and schedule after we had one more estimate. After multiple calls, no one could schedule the actual work or even tell us a rough idea of when the work could be done. FYI, the work was a damaged water heater... During the longest cold snap we've had in my life in Maryland. Must be nice to have such job security that you don't have to bother with customer service or capturing sales.

They did quote a pretty decent deal, but that doesn't really help me if I can't get an answer to the question "when can they do the work"

The technician(Damon W)was professional and polite. He helped me with my thermostat that I was unfamiliar with, my unit is eight years old.He didn’t try to sell me any products, but he did tell me some good information, on how to keep my unit running in the future.

The worst experience I've had with any company, ever. READ THE YELP REVIEWS, folks, and spare yourselves what I went through: the reviews there average 1.5, the ones here 4.5. (Filed to: "Things that make you go hmmm...")

ARS installed a new HVAC unit for us in Nov 2024, and by Jan 2025 it was failing to operate when it was colder than 20 F out. We tried for days on end to get them to come fix it, and were met with a long series of delays, no-callbacks, and no-shows.

A couple weeks later, with the problem still not fixed, we had another cold snap while I was out of state for work. My house at 45 F and dropping, I got ARS to schedule an emergency visit, and arranged with a neighbor to meet them. No-call, no-show again. Glad my pipes didn't freeze, at least.

(Sidebar: Be sure to include a spot on your ARS Bingo card for "Oh, we tried calling you to reschedule, but there was no answer." Funny how so many of their customers' phones seem to not work like that, including, apparently, my landline desk phone.)

When we finally got a technician out, they said that the installation was done with non-standard fittings and they'd need to come back with special tools. (Weird for a brand new install, but ok.) Did they ever come back? Nope! Call back? Nein. Did they at least feed that info up the chain so that the next technician could come prepared? Negative. It's as if the technicians, the local office, and the national hotline -- the only people you can actually get on the phone, by the way -- are constrained to communicate by Pony Express, or perhaps by message-in-a-bottle.

So we arranged to have another technician came out, and... well, naturally, they found the same thing as the first one. A follow-up visit was promised by the end of that week. No spoiler alert needed here: no such follow-up occurred.

Next, we tried to appeal to management, with equally dismal results: Apparently, it's even more difficult to get a manager to call you within the promised timeframe than to get a technician to visit in the promised window.

So, dear reader, at this point you may wonder: How does one get the heat back on in one's house when (a) there's no continuity between technicians, (b) the national hotline seems to barely communicate with the local office, and (c) you can't speak to anyone in management? Why, by writing a formal letter and waiting outside the doors of the local office until someone opens the door to receive it. At that point, after a months-long saga, we got a call from a local manager, who was -- to be fair -- appropriately apologetic and helpful.

The moral of this story? Maybe go with a local company for your HVAC needs.

Technician knowledge was by on one of the best we’ve ever had in 10 years of living in the home. The quality of service was hospitable, genuine, and earnest.

If I could give this company less than one star I would. I would strongly recommend anyone stay completely away from this company. About a year and a half ago I spent $14,000 on a new system for my house and it has never worked since I got it. They have been out here at least 9 or 10 times to try to repair it so far. Even yesterday in the middle of this horrible storm. The technician was here for a couple minutes said it was fixed. The furnace kicked on and in less than 10 minutes after he left it stopped working again so I have been left with no heat now for 2 days. Horrible company. When they first installed it they never even switched it over from being natural gas to propane and completely ruined the inside of it and so did my house up. They promised me a $500 refund for my troubles and all the mistakes they've made into this day I have never seen it. Do yourself a favor and go with anyone but them.

I am extremely disappointed with my experience with ARS. In July 2024, during a severe Maryland heat wave and with a newborn at home, I trusted this company to help when my house reached 85–86 degrees inside. Instead of providing emergency support, I was pressured into replacing a functioning AC unit based on high-pressure and misleading sales tactics.

The salesperson told me my existing unit “wasn’t the right one for the house,” claimed that if the temperature was 15 degrees off the thermostat the unit was “not working,” and insisted the new system would maintain temps within one degree — all while assuring me of a 100% satisfaction guarantee. As a postpartum mom worried about my child’s safety, I trusted their advice and spent $9,000 on a new system.

That trust was completely misplaced.

The new system has performed **no better** than the original one. Over the past 16 months, I’ve had at least five service visits, and not one technician has provided a solution. The system still fails in the exact way the salesperson used to justify the replacement.

To make matters worse, I have repeatedly requested a warranty extension so the unit’s performance can be evaluated during peak temperatures. I’ve called five times, and every time I’m told someone will reach out. No one ever has. The lack of follow-through is unbelievable.

After more than a year of trying to resolve this in good faith, ARS has shown zero accountability. They have not upheld their guarantees, their promises, or basic customer service.

I will be taking my business elsewhere, and I strongly urge others to think twice before trusting this company.

The single star is for the techs. They have been courteous and professional. Special mention to Arlene Thomas who diagnosed my most recent issue 12/26/25.

I can say nothing else good. ARS replaced my A/C unit summer 2022...nothing but issues during the process. Incorrect parts ordered, miscommunication to sort out correcting the issues, scheduling snafus...a complete mess. To the point they extended my warranty a year after the system was finally installed. The next summer the new A/C unit goes down. ARS tells me the blower on the furnace was undersized for the A/C unit they sold me and that the sales person should have told me. Only after I blow a gasket do they offer to replace the furnace for what it would have cost me to do so at the same time as the A/C unit was replaced.

Now. Christmas Day 2025, the furnace goes down...a 2 year old unit. ARS comes out the next day and I'm told the blower motor is dead and will have to be replaced. I don't understand how this is possible on a 2 year old motor but I am told it should be under warranty. 18 days later, I am STILL waiting for confirmation from ARS on the status of the motor. I have called just about every other day, only to be told the parts department isn't answering, no one can get hold of a manager but they will try to escalate, etc. 18 days later and I have received NOT ONE phone call, email...ZERO communication except the calls I make to them. Meanwhile, I'm trying to keep my 3 kids and 2 dogs warm with space heaters and electric blankets during 30 degree outdoor temps. I've even paid 2 other vendors to assess, or to see if there's anything that could be done in the interim. But alas, the motor really is dead and I'm told it's best to go through ARS for the warranty process.

By far the worst customer service I've experienced. And with a national vendor, at that.

Technician Amir, troubleshooting my 2 year old Heat Pump, well done. The follow up is not good. He took pictures of malfunctioning "rusting" parts, this is premature failure of a heat pump of 2 years. I have requested the pictures he took and ARS service department to assist in the resolution of this unit failure since Jan. 14, 2026. No pictures and no service dept. calling me after multiple requests via ARS phone services. I contacted Carrier to determine if there is a RECALL for this model and serial number. Need to get failures addressed, it is winter ARS.
2/3/2026..Still have not received internal Heat Pump pictures Amir took of rust in relatively new unit. Spoke to Service Manager Brandon, on 01/23/26 @ 3:50 PM. Now working with Resolution Team member, Miriam, still no photo's, to send to Manufacture Carrier. I asked the Carrier Rep. if my model has a recall notice for my serial number. Trying to get ARS involved to find a solution to this issue, which started Dec. 14, 2026, the heat pump has not operated since Dec. 14, 2025.

I was waiting to write a review hoping that the problem would be fixed and I could just forget about the whole thing but after 5 weeks I’m sick of waiting. On 09/17/2025 I had a new HVAC system installed with no issues. On 11/28/2025 I came home from dinner and noticed the upstairs was cold so I checked the thermostat and saw it was 58 degrees. It was the first cold couple of nights of the season so the temp dropped quick. I saw the breaker tripped so I turned it off and on but it tripped two more times that weekend. On 12/01/2025 a technician came out and said the issue is likely because I have two different limit switches but since it’s a manufacturer issue and still under the manufacturer’s warranty that it was no cost and that I just needed a new part. Since then the parts department has ordered the wrong part twice. The first time they noticed and cancelled my appointment after I waited 5 hours. The second time, 12/18/2025, I was assured that someone was coming and it was “definitely” the right part. I waited 10 hours and the man who finally came didn’t know what he was doing but said he was sure it was the wrong part. He was on FaceTime with the tech that initially diagnosed the issue so the other guy could walk him through it and after an hour he confirmed it was the wrong part and said he took off the part so the parts department could make sure they order the right part. Now I’ve been waiting almost 3 weeks. Customer service and resolution department are all very nice but it seems no one they need to reach out to ever pick up the phone so they can’t update me because they barely get updates from the laurel office. I wish it was a better experience but it seems I made a massive mistake picking ARS. I met with three other companies and got a great quote from ARS and had a better experience with the salesman than the other two places, but I wouldn’t choose to work with them again with a new system in the future. Techs are overall good and customer service is great but the communication between departments really lacks and makes waiting times very long.

ARS / Rescue Rooter
I was going to wait to write a review until we had a working system, but I’m realistically starting to believe it will never happen.
Last year, late spring, we purchased a new heating system (2 heating/cooling units for a 2-zone home with a humidifier.
They completed the install with what we were told were their best crew. The install failed on permit inspection (both units) because of faulty electric hook-up. They did remedy the situation immediately and subsequently passed the second inspection.
We were traveling this fall, and when we returned late October, we noticed the heat was not working on the main level. A technician was sent out, and she discovered that our home’s wiring was faulty and needed to be rewired in the walls. That was not under warranty, and I was charged an approximately $300 deposit for the work. They sent a crew of two guys who determined that the wiring was not faulty…the unit was not installed correctly and needed to be rewired. They still wanted to be paid. I said I was due a refund and wasn’t paying- this went back and forth until I got a manager on the phone who finally understood I should not be charged for something that never worked and was still under warranty. I then had to start calling ARS every few days, trying to get the refund. It took over a month. While this is going on, we discovered our humidifier was not working. Again, ARS sends a technician out who determines the cause, and it requires two more visits to get to where I am today. A tech has been here for 3+ hours and can’t figure out how to get it working.
It is comical that this company is in business and has any decent reviews whatsoever. Every time I call, I can’t talk with anyone who can answer any question. I must wait for the switchboard person to pass a message, and hopefully someone will call back. Usually, after 2 days, I call again, same loop.
If anyone is in the market for new heating/air conditioning, I’m sure you are aware of how expensive this can get…don’t waste your time calling this company.
** Since I have submitted this review, the humidifier was not fixed during a 3+ hour service call (remember, it has never worked)

My experience today with ARS Technician Kevin was one of the most professional, knowledgeable and respectful encounter I’ve had in a very long time. Kevin took the time to explain my concerns in details which I could understand with no problem at all. I appreciate that sense of knowledge and patience he displayed without an attitude! Thanks to ARS for hiring such a professional personnel that care about the customer and obviously enjoy his job even on the first day of snow we gotten in the Prince George County area today!
My thanks to Kevin again for being such an enjoyable person to enter act with on such a Carzy cold and snowy day!

I'm not going to review why I needed help with my HVAC, things happen. However, I want to make customers aware of experience with Mrs.Tammy, the Quality Assurance Manager. There is no other more deserving title for this lady. From the beginning she was very professional and receptive of my concerns. In my 30+ years of retail business I've never meet a more capable employee. She is an asset to your company and provides a service - above and beyond of what is expected or even required. Again, thanks for such a pleasant experience.

Worst service experience I've ever had in the entirety of my life. I will NEVER use this company again.

The technician who arrived parked in my driveway in a manner that blocked access to my garage, which was the first bad sign.

In addition, the technician’s overall presentation and conduct during the visit made me very uncomfortable. He appeared physically unwell and had significant difficulty walking. The strong odor of his cologne was overwhelming, and toward the end of the visit he laid down on my floor to complete his documentation, explaining that his sciatica pain was severe. While I can be empathetic to personal health issues, this behavior was highly unprofessional and inappropriate in my home.
As a result of these circumstances, I did not feel comfortable or confident in the service recommendations that were provided. He suggested that the problem was the "high limit switch," which might have been partially to blame before he arrived. It certainly was the problem after he left because the unit completely went haywire after his inspection. He quoted me $495 for labor once the part arrived.

Avoid my mistake and consider using a more reputable, independent technician. This godawful experience cost me $119, but I learned a valuable lesson to never use this awful company again.

UPDATE—If I could give negative stars I would. The tech was fine and respectful but the management was horrible. I have a system that was installed 3 years ago by them and it is out of refrigerant which the tech believed was due to an improper install (keep in mind other companies I called also said the same thing) management argued with me and said it was my fault and then charged ridiculous prices but something that they screwed up on the install. Not to mention I am still waiting for a call that they said would come in 48 hours…..we are now 72 hours from getting a return call. Needless to say avoid ARS and DO NOT BUY a System from them they talk a good game of customer service but it is a lie!! BTW i paid $119 for them not to fix anything and I still have zero AC with a system that is 3 years old. Update, just spoke with Tammy and if that is your customer relations person you need another one. She opened the call with attitude. She should be fired. Still no resolution and now calls are not being returned.

I want to recognize AJ and John, who recently worked on my mini split. They were both professional, knowledgeable, and took the time to thoroughly explain what they were doing and why. They were patient with my concerns and made sure everything was addressed before leaving. Their attention to detail and commitment to getting the job done right did not go unnoticed.

I’ll be honest — I’ve been dealing with an ongoing issue for last 3 years, which has been frustrating. Because of that, I’m still a bit hesitant. However, AJ and John gave me confidence that the problem was finally identified and properly fixed.

I’m hopeful this was the final repair and that things will run smoothly from here on out. They absolutely deserve recognition for their professionalism and hard work.

I should have listened to the other negative reviews. I was desperate during the brutal cold of the last three weeks and made the mistake of trusting ARS of Laurel with my heating. It was a nightmare from start to finish.

First, the technician was incredibly late with zero notification from the office. I had to take an entire day off work just to sit in a freezing house waiting for them. When he finally showed up, he claimed he "fixed" the unit. As soon as his truck pulled out of the driveway, the heat failed again.

I immediately tried to call the technician back, but he ignored my calls. When I contacted the office, they refused to connect me to him or ask him to turn around, even though he was still in my neighborhood. I later realized why he was likely dodging me: he had clogged my toilet and left without saying a word. I was left suffering in the cold for two weeks before they finally sent someone back with the correct part. These technicians are unprofessional, poorly trained, and completely disrespectful of your home. This place feels like a total scam—they take your money and leave you in a worse position than when they started.

Do not even try using them. Save your money, your time, and your sanity.

Outstanding, professional, polite service from start to finish of my heating system installation. Mr.Frank Titz, the Comfort Advisor was highly knowledgable and professional during our initial meeting and agreement. The two HVAC installers, arrived on time, respected my home and completed the job in a timely manner. I would highly recommend ARS to other customers and will call on them again in the future.

Amir was wonderful. Great service from start to finish. They were extremely knowledgeable, patient, and took the time to answer all of my questions thoroughly. I really appreciated how clearly everything was explained. Highly recommend!”

The technician was on time and very therle. He seem to know what he was doing and very knowledgeable of his job. He was very detailed and ask me if I had any concerns or questions for him. He offered a promotion, gave a lot off but it was still out of my budget range. Hw offered other options,but I didn't want to finance. My experience with this company has been very good for the past 6 years.

Brian Woolridge come and did a thorough inspection of 2 units, but what I appreciated was the time he spent putting eyes on the other units. He was very professional, knowledgeable, and quick with pin pointing the issue. His detailed service and maintenance was so worth it.