ARS / Rescue RooterSewage Cleanup in Cleveland, OH

Had an emergency request submitted in the morning and they had a tech out before noon. Ken was great, he explained everything clearly and also showed me my plumbing and sewer lines. Super thankful he was able to get our toilet fixed in less than 20 minutes. Will definitely be using ARS in the future!

I’ve trusted ARS Rooter for over a decade, and most experiences have been excellent. This visit didn’t meet that standard—not because of the charge or the fix itself, but because of a communication gap that made an already frustrating situation worse. I called Saturday for help with a water heater pilot light. I was given a 12-4 pm window, got the text reminders, and waited. No one came, no one called. After 4 pm, I was rescheduled to Sunday 2-6 pm. On Sunday morning, Mark called to apologize for the missed appointments and promised someone would arrive first thing Monday. Marco showed up at 11 and had the pilot lit in five minutes—it turned out to be operator error on my part. Here’s what I learned: the $179 charge is understandable. I understand the value of knowledge and expertise. What I wish happened is this: when I first called, the scheduler could have said, “Any service call will be charged $179. Are you okay either way that?” I also hope that you can make sure your weekend schedulers are aware of what’s already been scheduled for the following day. I appreciated Mark’s follow-up call, and Marco was professional and personable—he even remembered installing my water heater five years ago. Those moments matter. I’m still here. I just hope next time, the weekend schedulers have a better understanding of how ARS’s scheduling works.

Sam Yeaman came on time, told me what needed to be done. He was able to fix everything quickly and did a very neat job. He was very courteous and knowledgeable. Very pleased with job he did.