Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had All Time come out to clear a clogged air conditioner line on a relatively new unit in my rental condo. Unit was 18 months old at the time (units tend to last minimum 10 years). they charged me to clear the drain and we set up a service contract. drain clogged again - had them come out to clear - despite having a contract the service cost several hundred dollars (after hours). 2nd service i was told the unit had a cracked coil and would cost several thousand dollars to fix or i could install a new unit. to prevent the continuing drain problem i had them install a brand new unit. at the time i was told the old unit had a pump to clear the drain. new (new) unit installed - drain clogs two more times (within a year) - each time creating a costly service call. during which all time then tells me the unit doesn't have a pump to clear the drain. after last service i had another a/c company look at what was done - as this shouldn't be happening. answer: it's the drain line - complicated by the fact that the new unit that was installed is too big for the space, and was installed improperly - unit sits too low so gravity is not working with the drain line, and there is not enough air flow. Net result - thousands have been spent to fix the wrong problem, every installer had a different reason why things were not working, and the installer flat out lied about a pump for the drain line. all time takes zero responsibility for the myriad of conflicting information, for why the pump they swore was there during install is no longer there, and why the service contract doesn't seem to cover ANY of these repairs on a BRAND NEW UNIT. basically -- fraud.

  

  Business Response

  Date: 06/04/2025

  A new system does not create dirt. You havent done any routine maintenance either. Just cause its new doesnt mean you dont have to get it cleaned out semi annually..
  Secondly you were using the wrong size filter and less than a merv 8 I believe. So in 18 months you never had any scheduled maintenance. You only called in when you continuously had an issue..
  If you had any work done inside the house any remodeling or even hobby involving dust getting through your filter then that's not something we can control. 
  You have had a tech on a same day service who has multiple calls after you, who comes to fix the issue. Not go through the whole system giving you any recommendation or opinions on what you could do better.

  HOWEVER once again our system doesn't create dirt. We had more than 1 technician tell you your filters were the wrong size. I know its frustrating when you have issues on a newer unit but 
  this isnt our fault. Anybody can come over and knock our work and say its not right.. I can bet you have had better electric bills, and a cooler more comfortable home since we installed this.
  We have been there a total of 3 times since installation on your existing drain line, having issues and coming the same day and 1 of those were for free & 1 was after hours.. How much more can you ask us to do?
  

  The tech gave you an estimate to get your coil cleaned. ******* If you ****** "why does my air handler coil get dirty"
  you will find that there is nothing that we can do about your house and lifestyle, or situation. This is unfair for you 
  to go to this extent when this is not a mechanical failure. This is an existing drain line , with a new system you don't get ANY maintenance since installation, and having a filter that is undersized 
  in the same system showing a gap. This is the same type of treatment needed on any of your prior air conditioning systems.  Our techs take photos of the job they are on any time they have a service call.
  We cant control what you dont do or dont want to do. The filter size is listed on the door from the manufacture.

• Initial Complaint

  Date:04/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We called the company to request for a leak check because there was oil residue on our AC. They advised the tech will come out to check and then recommend what is needed. The tech came out and we asked for a leak check which was not done properly and then we have video and audio recording of the tech stating all leaks are fixed and then he put freon in the system. We still have a leak and the company is saying that the freon is not covered under warranty even though we paid $450 for freon that leaked out because of their negligence and improper service repair. They then said they will send out a tech for a second look but still wanted to charge us for the leak check and to refill the freon. I have a lot of evidence that this was a poor service and even have their own tech saying they hired a bunch of new guys that he has to continuously go behind to fix their errors but yet they have no ethical morals to repair and admit fault. I emailed the whole issue to them but they refuse to do what is right. I would like a refund of the service charge and a refund for the freon that leaked out since they didnt fix the issue. This is not the first time they diagnosed an issue wrong. They replaced our fan in our brand new central ac when that wasnt even the issue and we have 3 or more home visits for them to properly diagnose that. Their argument is that the leak is no in a different area which means you didnt do the proper diagnosis that we requested to begin with. It is your techs fault and we need to be covered under the warranty of you not fixing the issue. I can provide any audio/video proof to show the facts and not the lies of the company. Oh and the tech that came out for the second look left our ac taken apart and not properly mounted to the wall. He said he had to leave now so he didnt even fix what he took apart and had a poor attitude and said he left because his boss told him to leave and he has to listen to his boss.