Complaints

This profile includes complaints for Around the Clock A/C Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Around the Clock A/C Service, LLC

  13801 NW 4th St Sunrise, FL 33325-6214

  
• 

  Around the Clock A/C Service, LLC

  6451 E Rogers Cir STE 11 Boca Raton, FL 33487-2601

  

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:06/22/2025

  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.

  Nature of Complaint: Repeated service issues, warranty avoidance, unprofessional conduct I am filing a complaint against Air Around the Clock regarding a brand-new AC unit I purchased from them in June 2022. Since installation, this unit has required 12 service visits in under three years, which is unacceptable for new equipment and strongly suggests a defective product or improper *************** May 2025, I contacted the company again for the same recurring issue they had previously serviced multiple times. However, this time I was informed that the unit was no longer under warranty and was quoted $1,400 to repair the issue - new coil despite it clearly being an unresolved, ongoing problem that began well within the warranty period.During the technician's visit, he called his manager from my home. I overheard the manager say, Nothing is for free, and they have refused to speak with me, even though I requested to escalate the matter. I find this behavior unprofessional and dismissive.Based on this experience and other similar reviews Ive read from past customers, I believe the company is engaging in deceptive business practices knowingly delaying proper repairs until warranty expiration, then attempting to charge for what should have been resolved long ago.I am requesting that Air Around the Clock take full responsibility for the repeated service failures and repair this unit at no cost. This issue began well within the warranty period, and 12 visits in 3 years is evidence that the problem was never properly resolved.6/2022 Installation 8/10/22 - Short cycle 11/14/22 - Short cycle 2/23/23- Making noise 5/4/23 - Leaking ( ***** did not locate) 5/9/23 - Leaking (******) 5/12/23 - Leaking (*****)5/15/23- Leaking (******)7/19/23 - Not cooling 7/20/23- Repair - Replace 5 ton Evaporator Coil in Garage - Under Warranty ******* 9/18/23 - Leaking 9/18/23 Bought Annual AC Maintenance 4/18/24 - Maintenance 8/14/24 - Leaking 5/20/25- Not Cooling

  

  Business Response

  Date: 06/23/2025

  Good Morning,

                Yes you are correct the system was installed in 2022 and there were problems with the coil and we replaced it July of 2023 at no charge. Since then there have been four visits, three of them were clogged drain lines and preventive maintenances that were no charge. One you recently had and have not paid for. That is the service you are referencing too about " nothing is for free". We have contacted you several times about payment for this visit. We would like payment for this service whenever it is convenient. Thank you

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23503390
  
  I am rejecting this response because: 

  I acknowledge that the $200 invoice remains unpaid; however, I don't believe the proposed resolution is fair given the circumstances. As a customer who has required ************************* visits over the past three years for a brand new $7,000 unit, I find it concerning that I'm now being told I must pay an additional $1,400 to prevent ongoing issues with coolinga problem that has persisted since early on.

  When I referenced the comment from your team that nothing is for free, I was speaking to the implication that Ive somehow received complimentary service. In reality, many of those service calls were either covered under the maintenance plan I purchased or fell within (or very near) the warranty period. I dont consider those free by any reasonable standard.

  Its clear that the $200 invoice is your current priority. But for me, the bigger issue is that I invested in a new system that has never performed reliably and now requires another major out-of-pocket expense to fix a recurring issue.

  Sincerely,
  
  ****** ******

  

  Business Response

  Date: 06/23/2025

  Unfortunately, there is nothing on any invoice quoting you a repair of $1400.00, only the drain line cleaning of $195.00 that has yet to be paid. You have not paid for any repairs since the installation and only one part did go bad and it was under the one year warrantee. Every other visit is due to a lack of maintenance or you calling to schedule your maintenance.

  Customer Answer

  Date: 06/23/2025

   
  Complaint: 23503390
  
  I am rejecting this response because:

  Its disappointing that the focus continues to be on a $200 invoice, rather than acknowledging the far more significant issue: a brand-new unit installed in 2022 that has required 12 technician visits in under three yearsmost of them for recurring performance problems, not routine maintenance.
  
  To be clear, I have reviewed all of the invoices from your company. Out of 12 visits, only one visit (on 4/18/24) was labeled and scheduled as a maintenance check. The rest were reactive calls due to ongoing problems like leaking, short cycling, or the unit not coolingnone of which should be happening with properly functioning new equipment.
  
  You claim no formal $1,400 estimate exists. However, this number was clearly communicated to me verbally by your technician during the most recent visit as the cost to replace the coil. This isnt a misunderstanding or a guessit was discussed during the service visit. If your internal notes omit this or frame the visit differently, thats a transparency issuenot a reflection of what actually occurred in my home.
  
  If you're now asserting that:
  There is no issue with the coil,
  No repair was recommended, and
  No quote was provided,

  then I am formally requesting the following:

  1. A written summary of the most recent technicians visit, including:
  ?The diagnosed issue,
  ?The work completed,
  ?Any repair recommendations discussed on-site,

  2. Written confirmation that there is no issue with the coil and that no replacement is needednow or anticipated in the near future.
  
  To claim that all recent visits stem from maintenance needs or user error is inaccurate and dismissive. A $7,000 unit thats needed 12 visits and two coils in under three years speaks for itself. I am not refusing to pay for service on principleI'm objecting to being charged while still dealing with the same unresolved performance issues.
  
  This unit has never functioned as it should. I am again requesting that the issue be escalated internally and resolved at no additional cost, as the problems began during the warranty period and have clearly persisted due to incomplete or ineffective repairs.

  Customer Answer

  Date: 06/25/2025

  My request for additional information from the business regarding their last visit and assurance there is nothing currently wrong with the unit went unanswered. Its clear they dont want to commit to something in writing because they do not want to acknowledge the unit has faults that need to be addressed. Theyre frauds. 

• Initial Complaint

  Date:06/17/2025

  Type:Product 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.

  I purchased a year's service contract from **** to perform semi-annual maintenance on my **. The ********** performed the service, told me everything looked great and asked me for a ****** review, which I gave him (big mistake). A few hours later 1 of the ** units started overflowing from the pan. Another ** tech came out and said that my coil was dirty and it needed cleaning (even though the first ********** said everything look great) for $1295. He showed me 2 videos, 1 of the coil and 1 of the leak. After he left I texted him to send me the videos, I received the 1 of the coil only. I asked for the 2nd video, he responded "it's on my work phone" I asked him to send it to me in the morning. After not receiving the video I called and spoke to **** (who said she was the manager), she was defensive and dismissive. First she said there was no second video then later that it couldn't be uploaded (I've never received it). That night my neighbor came over, we opened the unit and saw very easily that the pipe from the coil pan was blocked. WIth a wet vac he and I cleared the blockage. I'm 70 years old, in less than half an hour with his help we cleared it with a small wetvac. All the time **** was rude, I asked for a manager, **** said she was the manager, then after more calls I was connected to an actual manager *****. Again rude, I asked for a refund, I was up all night draining the pan so the ** wouldn't switch off. The only thing he would refund was the next 6 month service. Obviously I'll never use them again. I think they saw a senior citizen and tried to take advantage. This is disgusting on so many levels. How many people have been ripped off like this? It's no coincidence that the leak happened after the cleaning, some mistake was made, and they tried to cover it up AND charge me $1295.00.

  

  Business Response

  Date: 06/18/2025

  Good Morning,
               After we spoke I thought we had come to agreement? We did refund you monies after prorating the work that was already performed. The coil is dirty ( we sent you the video and your neighbor was looking at the wrong side of it). Yes, we did give you a price to clean the coil and it was a suggestion. We never told you it had to be done. I also responded to your email that we had given you a price to repair the bathroom and your other was fixed properly.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23482253
  
  I am rejecting this response because:
  I was informed by ****** last week that the owner of the company was prepared to resolve this matter with me.  I was promised a call back on Friday June 20  I have not received that call and therefore no resolution has been made

  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 06/25/2025

  She did try calling at 11:0 on Friday but there was no answer. Also, she tried again today 6/25 at 9:24 am and again no answer

• Initial Complaint

  Date:04/07/2025

  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.

  Purchased Air Conditioner and installed August 2023 Paid $8795.00 for the unit. $500.00 for a 5 year extended service contract The Air Handler for the unit is in the attic. Since the installation the drain line for the air handler has stopped draining and has had to be cleaned out 3 or 4 times.This is the 4th system we have had in the house and the 1st time we have had this issue.I have requested during the last 2 visits to address the issue that they raise the unit to increase the pitch of the drain line. The unit is suspended from the roof trusses at all 4 corners with adjustable turn buckles to easily raise and level the unit. The on site service techs refuse to do this and the office has stated they will not do this because the City of *** came out and inspected the unit and it was signed off. The inspection was performed when *** employee came out took a couple of pictures while he talked to the *********************** on the phone. I am sure of this as I was present at the time. The *** employee told me at his time of arrival *** had not done in person inspections for quite a while.All I want them to do is raise the unit to help alleviate the plugged draining issue. When the drain stops draining the unit shuts down till it is ********** my wife and I are 70+years old , air conditioning is necessary for our health

  

  Business Response

  Date: 04/08/2025

  Good Morning,

           The reason the unit can not be raised is the roof trusses are in the way of it. It can not be raised without the unit being relocated. Which would be an additional cost and unnecessary because the unit is pitched properly and the clogging of a drain line is not caused by a unit being too low. If you would like it relocated please call our office and we will give you a price to have it done. Please see the attached picture and look at the back of the unit. The house trusses are right on top of it.

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23170819
  
  I am rejecting this response because:

  Yes the air handler is close to the trusses on one side . There is sufficient room to raise the unit 1" to 1.5" which will allow the drain line to be raised an equal amount at the connection to the air handler. This is about all the adjustment there is on the adjusting turnbuckles and I would be good with that. Also being too close to the trusses is clearly a installation issue with your installers.

  Its also interesting that during the installation, (that took from 9:30 am till 10:30 pm) that the drain lines were connected wrong so the main drain was hooked to the secondary drain line and had to be corrected the next day and it took your installer over 2 hours to to fix it. 

  Just come out and raise the unit as far as can be done with the room allowed and I will be a satisfied customer .
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 04/09/2025

  We will Send someone there tomorrow and see if it can be raised. But, according to the pictures and the lasy tech. it can not be unless it is relocated,

  

  Business Response

  Date: 04/09/2025

  We will Send someone there tomorrow and see if it can be raised. But, according to the pictures and the lasy tech. it can not be unless it is relocated,

  Customer Answer

  Date: 04/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ******

  AAC sent 2 techs out today were able to make the adjustments to the air handler that I had requested . ***** and **** were very thorough made every effort to make the installation corrections. Good employees

• Initial Complaint

  Date:03/10/2025

  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.

  Air Around the Clock visited my property and informed me that the issue was a leaking coil, which had caused all the Freon to escape. I requested pictures of the damaged coil, but they did not provide theminstead, they only sent me the Freon level reading. Despite this, I accepted their explanation. They then attempted to sell me a new AC unit. I explained that I was selling the house (which is currently rented) and was not planning to replace the entire system. Instead, I opted for the alternative solution of replacing the coil, which was quoted at $3,200. I paid a $1,000 deposit and received an invoice reflecting this amount.However, three days later (on Monday), they informed me that the actual price was $5,000 instead of $3,200. I told them this was unacceptable. In response, they offered me a new AC unit for $5,200. At that point, my tenants were experiencing temperatures above 85 degrees inside the house, and I needed an immediate solution. Given the urgency, I had no choice but to purchase the new AC. I strongly believe they took advantage of this situation, leaving me with no reasonable alternative.This behavior is completely unprofessional and unfair to consumers. I felt taken advantage of and believe this kind of practice should be addressed. I request that the bureau intervene and contact the company regarding this matter. Please keep me informed of the resolution.Thank you.

  

  Business Response

  Date: 03/11/2025

  Good Morning,

            The leak you had was one that was found with a leak detector and there is no visible freon leaking from the unit. That is the reason we could not supply a video or picture. The manufacture raised the price of the coil unknown to us. We did give you options of replacing the coil at a higher cost, try to fix the leak at the same cost as previously quoted or replacing the unit. We also offered to refund you the deposit you gave for the repair if you wanted to shop around. We did in no way take advantage of any situation, we can only give the customer the options that we have. Since the replacement of the coil and the replacement of the unit was near the same cost and the new unit could of been replaced the same day contrary to the repair that would of taken a few days to get the part. You decided to replace the unit and to have working air immediately. If there are any issues with the unit please give us a call. 

• Initial Complaint

  Date:12/06/2024

  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.

  I bought a brand new Rheem Ac for my small condo from Air Around the Clock last May. Top of the line, they said. It stopped working in August. Service man came and "fixed" it. Needed more coolant, he said. He told me it was all good. Now, December, it is not cooling again. Thermostat at 70, house at 75. Now waiting for another service man. This should not be happening. I come here every few weeks for vacation. I keep the system at 78 when away. Hardly using it .My apartment minder is here every 2 weeks. I am wasting my precious vacation time waiting for a repairman. *****. And fear this is not the end of it. I wish I had bought from someone else. The fact that they "fix" it is meaningless when it breaks down this often, costing me time and aggravation. I have central air in my NY home 15 years, never broke down once. Are they selling rebuilt units as new? Just asking.

  

  Business Response

  Date: 12/06/2024

  Good Afternoon,

           Yes you are correct the system stopped cooling twice since the install seven months ago. The first time it was low on freon as you stated and we could locate the reason for it. This time it the same but we found and fixed a cracked copper pipe neat the wall. That was an existing pipe that was installed from the building and was fixed at no cost. We are sorry you had this issue but it is resolved now.

• Initial Complaint

  Date:10/04/2024

  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.

  I purchased a new HVAC a/c unit from Air Around The Clock and it was installed 8/30/22 with a 2 year service contract on it that I talked them into as they normally give 1 year but another company was giving me 2 years so Air around the clock matched it. I called them out on 9/25/22 not even 1 Month later as it was 80+ degrees in the house and a/c keeps shutting off. They came out and had to drain the overflow pan that was filling up and automatically shuts the system off. I asked why this happened so quickly as they just installed the unit. The tech said they didnt clean it out properly when installing. The drain pan under the coils was full and they had to take the cover off the A/c unit and **** the drain pan out. They said I should get a wet vac and **** out the drain pipe monthly as a preventative maintenance, this will keep the drain pan empty. I did this then on 6/15/23 I called Air Around The Clock again for the same issue the A/c wouldnt come on and I sucked out the line every month like they said. They came out and the drain pan was filled again and wouldnt flow down the drain line. They opened up the A/c unit and vacuumed out the pan and they cut the drain pipe coming out of the drain pan and put a 3 inch rubber hose on it that I could take it apart there to vacuum out the pan at the bottom of the unit. I do this. Then on Oct 2 2024 I called them out again for same issue again now my labor warranty ran out a month ago they said they need to replace the whole bottom of the unit including the coils and drain pan. They charged me $895 plus CC fee $921.85 total which was Labor for a 2 hour job as the parts were still covered under the manufacturer warranty. I had to pay as we need the A/c working as we are care givers for our 88 year old parent that had congestive heart failure. They knew there was a problem with this and put band aids on it until the labor warranty was up. I would like to be reimbursed my $921.85. I have pictures if you need them. **

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 22382512
  
  I am rejecting this response because: 

  You made me pay the bill the day before you came out to replace the coils. I paid it as I needed to get this problem fixed as you never fixed the main problem that you knew about for the 2 years with the drain pan filling up and not flowing out to the drain line while it was under the labor warranty. Right after the labor warranty was up you sound like you gave me a deal to replace the coils and drain pan which was one unit for $895. I then realized the parts were still covered under the 10 year warranty and the $895 was just for your labor which ended up taking 2 hours. If you fixed the drain pan issue 2 years ago when I called you out less than a month after installation it would not have damaged the coils and would not have had to put up with it for 2 years. 
  
  Sincerely,
  
  *** ******

  

  Business Response

  Date: 10/10/2024

  Unfortunately we did not know about the problem for two years. In the two years of the unit being installed you had two service calls and both were clogged drain lines a year apart. The problem with the unit was algae builds up not anything mechanical. You agreed to the discounted price we gave you and had the work completed. We told you the part was under warranty and instead of cleaning it we offered to replace for the same cost because it is only 2 1/2 years old. Again, we have already given you a discounted price and can not lower it anymore

• Initial Complaint

  Date:09/13/2024

  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.

  On May 17, 2023, I paid Air Around the Clock (ATC) $1529.55 to clean my ** coils and install an ultraviolet light to prevent mold accumulation. On September 12, 2024, I called ATC because I was having the same problem with the ** as the previous year. When the technician opened the ** unit, we found out the ** Light was never installed the previous year. Additionally, although *** agreed to place the ** Light, they charged me $1024.85 to AGAIN clean my coils. Then I called ***, and the owner **** **** refused to come to the phone and didn't return my husband's phone calls. If I no success with this claim I will be forced to file a small claims suit.

  

  Business Response

  Date: 09/16/2024

  We apologize for this oversight. We will be refunding you the ******* you paid last week. As for the work done last year we can not refund any monies for that because the work was performed and we installed the light last week.

  Customer Answer

  Date: 09/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******-best

• Initial Complaint

  Date:09/03/2024

  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.

  Purchased Rheem R410A unit May 2023. Within a few days, consender unit outside was having problems (making noises, stopped cooling periodically, etc). Called company multiple times and they came out multiple times and said nothing was wrong with the unit and they wouldn't help. Sept 2024, unit stopped working altogether. Air Around the Clock now wants $1,500 to fix the problem and says its out of warranty now on labor. Says the entire consender needs to be replaced. Kept making phone calls like a car salesman and continuously tried to get me to spend the repair cost + $1,000 for added warranty. Used this company for 2 new units in the last 18-months as they pushed me to replace rather than repair to avoid these "problems". Called another AC unit to come and do repairs, will not be using this company again. Would like to get reimbursed the cost of repairing this unit. Will follow up with costs once the other company comes out

  

  Business Response

  Date: 09/03/2024

  We are sorry this happened and  have resolved this with you.

• Initial Complaint

  Date:08/15/2024

  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.

  In 2019 I purchased 2 AC units from ***. At that time I paid for 5 year maintenance, parts, & labor with the units. In 2021 I purchased a third unit from them, also with a parts, ******************* 5 year plan.In 2022 I was informed I needed to purchase new maintenance plans for each unit. Without checking my records, I purchased this per the *** rep ****************** unit I purchased in June 2019 was losing its maintenance, parts & labor on June 28, 2024. I was informed about this until after it happened. I tried to renew the plan but the company wouldnt let me. The unit is still under manufacturers warranty for parts and I have the 3 year maintenance on it from 2022.The other unit purchased in 2019 was up for renewal before Aug 2024. I renewed it July 2024.When I renewed this last unit I discovered that I had 2 maintenance plans for the *************************************** 2019. These are both American Standard 2 ton units.I have called the company repeatedly and talked to a lot of people, but all of them say they wont reimburse me for 2 of maintenance plans I bought in 202 even though I already have a maintenance plan for one unit done at purchase as well as the renewal I just did July 2024 for the other one. The last person I spoke to said she had talked to the owner and he said he wont give me any money back. When I asked to speak to him, he refused to speak to **** have been a customer of this company for over 14 years and have purchased 6 AC units from them over the years.I am mad that the owner wont even talk to me as well as refusing to reimburse me my monies.

  

  Business Response

  Date: 08/15/2024

  Good Morning,

           The reason no monies can be refunded is the parts and labor plan and maintenance plan are not the same thing. The maintenance plan includes two visits a year for preventive maintenance. The parts and labor plan did not include those visits and you only received service if you called. Since you have received numerous preventive maintenances under that plan the prorate of those is over the cost of the maintenance plan. The new parts and labor plans have the maintenance included in them so going forward it fine. But please remember we purchase these parts and labor plans through a insurance company and that is why they did not include them in *********. They were not available with the maintenances until recently. I hope this was not confusing and have a great day.

• Initial Complaint

  Date:07/14/2024

  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.

  I CONT**TED AIR AROUND THE CLOCK TO FIND AOUT WHY MY RESIDENTAIL ** NOT *******, COOL,. SO I WAS ADVISED OVER THE ***** THAT THERE WOULD BE A $95 CHARGE FOR DIAGNOSTICS. SO THE EMPLOYEE NAMED ***** CAME TO MY HOME, WENT ON THE **** AND CALEED ME STATING THAT THE ** NEEDED ****** I AGRRED TO THE CHARGE,THINKING IT WOULD SOLVE MY PROBLEM SO I PAID HIM $595. ONCE HE GOT FINISHED PUTTING THE ****** MY HOME STILL WASN'T COOLING.WHEN HE CAME DOWN HE THEN QUOTED PRICES FOR A WHOLE NEW A/C ****.ONCE HE LEFT, I CONT**TED THE OFFICE AND TOLD THEM HE DIAGNOSED THE **** NEEDING ******AND MY ** WAS WORSE THEN BEFORE HE WENT ON THE ****. SO THE SUPERVISOR OF ***** DIDNT HAVE ANY COMPREHENSION OF MY PROBLEM WITH THE COLLECTION ,AND QUOTE OF *****;

  

  Business Response

  Date: 07/14/2024

  When we were there we advised you if the charge for the Freon and where the leak was located. We then you have you the options of replacing the coil or entire system. You told us you were going to do just the Freon for now and we advised you there is warranty on that because the Freon will leak out. If the system is not cooling please call our office with what youd like to have done.