Air Conditioning Contractors
Around the Clock A/C Service, LLC
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
Customer Complaints Summary
- 52 total complaints in the last 3 years.
- 10 complaints closed in the last 12 months.
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Submit a ComplaintThe 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:04/30/2024
Type: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 4/9/24 we paid Air Around the Clock $9495 for a new home AC system plus a 10-year service contract.In less than a week (4/14/24), the unit stopped working. We called, and they sent technician out that evening, who could not fix anything. He said another technician would have to come the following day.No one arrived until mid-afternoon, during which time we were suffering in the heat, with no AC, even though we had paid nearly $10,000 only 6 days before for a whole new system.The technician who arrived the next day (4/15/24) said that the system froze up, apparently because the installers did not install enough freon. He added freon and got the system up and running.Only 2 weeks later (4/29/24) the system stopped working again. I called for service, and a technician came out that evening. He said the system froze up again because it was low on freon. He said someone would have to come back the next day after the ice in the system melted to diagnose the problem.I called at 8am the next day (4/30/24) and, despite all the money I spent on a brand-new system that wasn't working, my service call could not be prioritized, and no one was able to arrive until mid-day.I would like this system fixed PERMANENTLY, so that it does not continue to freeze up. I shouldn't have to worry about a brand-new system constantly breaking. If you're unable to do that, then please refund my $9495 so that I can hire another contractor to replace this system with one that actually works.
Business Response
Date: 04/30/2024
Good Afternoon,
We apologize for the inconvenience. We are replacing the part today to correct the problem that has been occurring. This will fix the problem and it will be in proper working order.
Customer Answer
Date: 05/01/2024
Better Business Bureau:They did replace the faulty part as promised, and so hopefully this will prevent the problem from recurring in the future. So you can close out this case with a satisfactory response from them.
If the system fails again, I reserve the right to re-open this complain or file a new one.
Thanks to BBB and to Air Around the Clock for your help.
Sincerely,
*************************Customer Answer
Date: 06/04/2024
The Air Conditioning system is again not functioning properly.
To re-iterate, I spent nearly $10,000 on a brand new Air Conditioning system with this company. The system is only 7 weeks old, and this is the THIRD time it has failed to work properly, despite them saying the last time that the issue was permanently fixed.
Business Response
Date: 06/05/2024
We do apologize for the problems you have been having with the coil. We did a repair yesterday on it and it should resolve the issue.Customer Answer
Date: 06/05/2024
Complaint: 21644488
I am rejecting this response because:You did do a timely repair yesterday; thank you for that. However, this is the 3rd or 4th time that my brand-new system has failed. Last time you told me you discovered and fixed the underlying problem, and that it wouldn't happen again. ************** do I have from you that this system (for which I paid nearly $10,000) will not fail again in a few days, or a few weeks, or a few months. I paid all this money for a brand-new system thinking that I could have 10 years of peace-of-mind, and not have to worry about anything until the system got old and outdated.
Sincerely,
*************************Initial Complaint
Date:03/14/2024
Type: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.
A/C wasn't cooling. ********* outside would only stay on for a few seconds. Called on Sunday, 3/10. Was quoted $195 for "after hours" service and as told the $195 would come off any repair costs. Tech arrived and stated he had to order the part, but it was under warrantee. Was quoted and additional $695 for shipping of the part and labor. Did not want to argue with tech about outrageous price for labor. Additionally, it was a Sunday and likely would not find a decision maker in the office.Called during the week to discuss, clearly thinking there must be an error. Girl told me that I was incorrect about the $195 coming off the repair and that the labor of $695 was correct. I have cameras around my house. The tech took less than 1 hour to replace the warranted part. Is AATC actually telling me that they charge $600 a hour!? I asked to speak with a supervisor. Girl told me that there would be no point b/c supervisor will tell me the same.We have used AATC for years. I have three A/C units in my house. How in the world can they justify a repair cost, with a part under warrantee, for $890? We did not expect the repair to be free, but a/c techs make about $20-$30 an hour. We would expect a much more reasonable bill.Business Response
Date: 03/14/2024
Good Afternoon,
Unfortunately, I was able to listen to the phone call because if our office made a mistake the we would refund the extra charge but when you called on 3/9 you were advised the extra charge for service on Sunday compared to the normal charge on Monday. You chose for us to come out after 12:00 on Sunday so therefore we can not refund the emergency charge of $195.00. When it comes to the part being replace the amount covers not just his time there ( which was almost and hour). But the time to get the part from the manufacture, return that part back to them and pay an exchange fee to the manufacture.
Customer Answer
Date: 03/14/2024
Complaint: 21432801
I am rejecting this response because: I can accept the miscommunication of the $195 not going towards the repair and being on a Sunday. However, you have got to be kidding me with a charge of $695 for less than an hours work on a part that was warranted. If the part is warranted, I have already paid for it when the unit was installed. The cost allocated in the response is ridiculous. I should be responsible for labor only. And that charge should be no where near $695. Do I need to reach out to *****************?
Sincerely,
*********************************Business Response
Date: 03/19/2024
The best we can do is give you a refund of $100.00. The price was told to you before we ordered the part and all you paid for was labor and the exchange fee.Customer Answer
Date: 03/19/2024
Complaint: 21432801
I am rejecting this response because:
It is impossible to believe that labor and exchange fee for a warranted part was $695.00 considering the labor was less than one hour. A fair credit would be at least $300.00
Sincerely,
*********************************Customer Answer
Date: 03/20/2024
I was not advised that my option was to take the $100 credit or the complaint would be closed.Customer Answer
Date: 03/20/2024
I understand. However, if I knew I had to take the )100 or nothing I wouldve taken the $100.Customer Answer
Date: 03/20/2024
I will accept the $100 credit.Customer Answer
Date: 03/20/2024
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.I will accept the $100 credit.
Sincerely,
*********************************Initial Complaint
Date:03/14/2024
Type: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.
on 09/29/23 Air Around The Clock came out to diagnose an issue with my ac handler that was leaking from what appeared to be the evaporator coil that had been put on new by another ac company, After Air around the clock diagnosed my Air Handler they stated the evaporator coil needed to be replaced again and they offered me a extended warranty and maintenance plan for $2195.00 which I agreed to, They ordered a new evaporator coil and replaced it but the issue remained and there was still a leak, They send another tech which tried to repair it but could not, they sent again another tech who ordered a new fan motor and electric board and later replaced it and issue still remained unit was still leaking, then the owner came out after several failed attempts to repair my air handler and the owner/technician modified my air handler by cutting and making a piece of sheet metal to fit in front of the ac handlers panel and this was what stopped the leak but was not a factory part, Later on they sent a tech to do maintenance and that tech removed the panel that was modified probably because truthfully it was a rigged sheet metal that really didn't belong there to begin with and is probably why this other tech removed it and left it on my garage floor, The tech never cleaned my filter or lubricated anything and I had to call Air around the clock back out the same day so that the leak would not begin again and damage my garage floor more than it was already damaged, I called later requesting a refund and they said they would 1st have to see what services and parts were replaced and then they would issue me a refund after they determined this, They never got back to me 2 weeks later I called them again making the same request and they had the service manager call me and he said that they would not be refunding me anything since they had to many man hours on this job and would not even consider the fact that all parts replaced did not resolve the issue only the modified panel.Business Response
Date: 03/14/2024
Good Afternoon,
Unfortunately due the replacement of the coil, motor and board the cost of those repairs would exceed the 10 year extended labor you purchased so we can not refund anything to you. You are correct the plate that was installed is not from the factory because they do not make anything for it. We made something to help stop the condensation problem you were having. That is also something we did not charge you for since you have the labor agreement. Then plate was not suppose to be removed during the ** you had. We did come back the same day and fixed the problem.
Customer Answer
Date: 03/19/2024
Complaint: 21431723
I am rejecting this response because: One I was told they would issue me a refund after reviewing my complaint and finding out what resolved the issue that I was having, As I told them they changed several parts for no reason and misdiagnosed my unit from the beginning as well as modifying my unit to resolve the leak my Air handler had, This is not my fault and shows lack of experience with there technicians, They also did not provide me with the correct maintenance service that they agreed to do according to there contract, I am not satisfied with there service and again I am requesting a refund, Also the service manager was very rude and unprofessional and I do not want to do business with a company like this ever again!.
Sincerely,
*********************Initial Complaint
Date:02/28/2024
Type: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.
Work not completedBusiness Response
Date: 02/29/2024
I apologize but we have not been to the property since 05/2023 and no repairs were done. You can all our office if you have any questions.Customer Answer
Date: 03/07/2024
Better Business Bureau:
I hereby retract my complaint above. The complaint has been resolved to my satisfaction.
Sincerely,
*****************************Initial Complaint
Date:01/30/2024
Type: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.
We entered into a maintenance agreement with this business for service twice a year. We paid in advance. Our AC went out on 1/26/24, so we called for emergency service and agreed to pay $175 for the service call. The technician who arrived was unable to property diagnose the issue and instead said the compressor had failed. He suggested replacing the compressor for $3,695 or the entire unit for $6,895. We declined. The next day we had another company come to evaluate the system and he determined that the thermostat was bad and it was running ********* at the same time. Cost to replace the thermostat was $150. My AC was working within 1/2 hour. I called Air Around the Clock and requested my $175 back and 1/2 of the maintenance fee we had previously paid since they were not capable to servicing our unit. They refused.Business Response
Date: 01/31/2024
Good Morning,
We would need a receipt from the other company stating what they have found. Then we could refund you the emergency service call. As for the maintenance contract they are prorated there for we could not refund part of that. Please email the receipt to *********************
Customer Answer
Date: 01/31/2024
See attachedCustomer Answer
Date: 01/31/2024
Complaint: 21222244
see attachment
Sincerely,
***************************Business Response
Date: 01/31/2024
Thank you but i was asking for the receipt form the other company stating what was doneCustomer Answer
Date: 01/31/2024
The service agreement has two service calls included. It has not expired yet and we have only had one call, so we are entitled to half of the maintenance agreement fee back since they are unable to provide proper service.Business Response
Date: 02/01/2024
The customer will be getting a refund of the ********************** charge $175.00 and $130.00 for cancelling the contract.Business Response
Date: 02/01/2024
The customer will be getting a refund of the ********************** charge $175.00 and $130.00 for cancelling the contract.Customer Answer
Date: 02/01/2024
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,
***************************Customer Answer
Date: 02/28/2024
The company agreed to settle the complaint by refunding the $175.00 we paid for their service call. It's been a month and they have not sent payment and despite two emails to the person tasked with customer **********************, no one is replying to us.Business Response
Date: 02/28/2024
We spoke with you yesterday and a check was mailed yesterdayInitial Complaint
Date:01/27/2024
Type: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 new AC unit two weeks ago. It hasnt been working. They have been out 3 times and said they fixed everything. Now I just got home and it isnt working again. I live in ******* and it is hot. This is ridiculous.Business Response
Date: 01/27/2024
Good Evening,
Yes, I see the problem has been the existing drain line that has been backing up. The tech that was out today on 1/27 found the system trapped twice and it should only be once. Looks like its been that way for awhile. He removed the second one and system was draining and cooling. Please let us know if it happens again and we will send out our engineer.
Initial Complaint
Date:01/17/2024
Type: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.
We bought a NEW AC unit on/about 1/20/23. Came with a 1 year warranty. We also paid for a maintenance contract for them to fix any problems. Had difficulty obtaining a permit; unit had to be rewired into house. During that time, they were the ONLY company to service the unit. On/about 1/2/24, we asked for a service call because we are disabled and had no heat during the cold snap. A tech came out and quoted us approx. $1400 to rewire the unit. However, the company refuses to honor the warranty that covers everything. We were well within our year. They are responsible for everything regarding the unit, especially if it deals with the wiring which they performed. And now the weather is getting cold again and we are scared. We will be paying over $8000 for this AC unit that was incorrectly installed and will never provide us heat. Plus we are disabled and living on a pension. Please have them repair the *** Thank you for your help.Business Response
Date: 01/18/2024
Good Morning,
You are correct the unit does have a one year warranty with it. Unfortunately, the problem is with the existing wire that was installed with the home. We did not change the wire that feeds the unit and the maintenance plan you had (it expired on 1/13) does not cover repairs at no cost. We only replaced the unit itself not the other components i.e. drain line, ductwork, electric, etc.
Initial Complaint
Date:12/04/2023
Type: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.
A service tech added a hard start kit to the ** condenser claiming it was necessary. The kit was installed improperly resulting in a severe fire. The fire department was dispatched to contain the fire. I want a new system however the company will only replace parts. They are still not able to complete the repair. The ***************************** stated under no circumstances can the unit be repaired and must be replaced. Their own tech said the same thing today. Air Around The Clock refuses to return my email and phone calls. They have had techs here all day who are not able to fix the unit. It is unsafe and must be replaced due to their severe negligence.Customer Answer
Date: 12/04/2023
Please just drop this. The business flat out refuses to replace the unit. I received a call today and they said they will not replace it.Initial Complaint
Date:11/09/2023
Type: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.
We had our ** Unit replaced in the past 2 years. We believe AATC is negligent in their maintenance. Certainly due to the fact that they were on property last night Wednesday 11/8/2023 and Thursday 11/9/2023 to attempt to fix our ** unit. The technician from Wednesday nights call ( **********) recommended that the water lines be replaced due to the amount of corrosion inside the lines. We showed the technician our 5 year Maintenance, Compressor ,guaranteed ALL Parts and Labor warranty information. **** M stated that it really was a partial warranty and therefore we would be responsible to FOR the replacement costs on the lines - approximately $600. The night time technician was unable to fix the problem and deferred the issue to today for another appointment with AATC. This morning **** and *** came to the condo. They ran their diagnostics and proclaimed that the lines were fine but if we needed them to be changed we would be financially responsible. They opened the unit & tried to fix the ** and was not able. **** said that they would have to re-order a new heat exchange as the one currently in the unit is not properly working. They have no idea when the part would be available and we were left with out a working ** unit.We informed our management office and our manager decided to have ******************* take a look at the unit as management realized that having an indefinite wait time was unacceptable. **** performed their own diagnostics to understand the situation and their opinion was radically different than AATC. ************, in addition to the ** not working, the pipes were corroded and filled with rust and needed to be changed out, the service ports were not refastened which is a major issue, The coil in the unit IS ***** and needs to be changed, oil was leaking on the fittings. The technician from today never brought this to our attention because he was here for one problem and this was something else. In sum, shoddy work to protect AATCs bottom line- NOT GOOD!Business Response
Date: 11/22/2023
We are changing the coils when they arrive from the manufacture. The problem you are having is because of the tower and the work being performed there. We also tried bringing you temp ac but the building did not allow it. When that parts arrive we will call you to schedule the repairs.Customer Answer
Date: 11/27/2023
we absolutely appreciated the offer but could not accept the recommendation due to the following:Temp ac was not allowed because we are undergoing concrete restoration and all unit windows and doors that are currently undergoing repair are secured and locked by the contractors
we are awaiting the coils and are interested in getting an anticipated replacement time line so we can plan accordingly.
Otherwise- the company was very responsive and we are grateful for the follow up .
Customer Answer
Date: 11/29/2023
Complaint: 20850484
I am rejecting this response because:we absolutely appreciated the offer but could not accept the recommendation due to the following:Temp ac was not allowed because we are undergoing concrete restoration and all unit windows and doors that are currently undergoing repair are secured and locked by the contractors
we are awaiting the coils and are interested in getting an anticipated replacement time line so we can plan accordingly.
Otherwise- the company was very responsive and we are grateful for the follow up .
Sincerely,
******* ********************************* TintBusiness Response
Date: 11/30/2023
The *** from the factory is Dec ****Initial Complaint
Date:10/10/2023
Type: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 an ***************** A/C 14 Seer 4 ton unit from Air Around the Clock of Broward County on July 14, 2014 and they installed it July 15, 2014. Both inside Handler and outdoor Condenser were replaced and installed at a cost of $5150.00. The very first year of installation the outside condenser broke down twice. Not cooling and it was 85 degrees inside my house. How does a brand new unit keep breaking down the very first year? Air Around the Clock kept insisting on repairing the unit but it still broke down and wasnt cooling my house. It was diagnosed as having a bad coil. After two repairs and it still not working I demanded a brand new replacement and deemed this unit as defective. I won and ***************** agreed and replaced the condenser Jan 2016. Im still under warranty until **** for free replacement on parts. June 28, 2023 same thing happened with not cooling and 85 degrees inside my house. Called AATC and Tech ****** said the condenser "was grounded and beyond repair" and I needed to purchase a brand new unit again??? What?? I told him it was only 7 years old and isnt it under warranty still? ****** said it would be too expensive to fix and only alternative would be is to purchase a new unit at $6800. So a new unit was installed the next day (Carrier unit). I pursued this with ***************** who informed me that Im still under ******* for condenser until **** and replacement part would have been sent to AATC free of charge. Why wasnt I given this option by AATC? The Tech ****** pushed for a new A/C to be installed. How does a condenser just die like this at only 7 years old? Only proves my point that both units were defective that was sold to me. Units life span is usually 14 to 15 years. I have the Maintenance Three Year agreement 11/16/2021 till 11/16/2024with AATC so the unit is well maintained every six months. Two months before it died it was checked/serviced and all was good. I feel I was mislead by AATC and pushed to purchase a new unit when I was still covered under Warranty. And now I cant get out of the Maintenance Agreement either. They refuse to reimburse me the remainder of 14 mos remaining on it although on Sept. 22, 2023 I was informed by **** when I called AATC that it would be pro-rated. She never mentioned that I couldnt cancel it or of any cancellation fee etc which ***** informed me of today. You can never get an accurate answer when you call. Different answers depending on who you talk to or their reposnse is "I dont know". Total nightmare dealing with AATC. No one returns phones calls and no one can help me. Their stock answer is "I dont know". They sell defective merchandise that breaks down so you need to buy a new one. All of the reviews attest to what I am saying. Very poor customer ********************** and unethical work ethics. I've spent thousands of dollars with AATC to only get ripped off. Why do their new units keep breaking down beyond repair? And why cant I get reimbursed for the unused maintenance agreement that I paid for in full? No where does it say I cant cancel it and nowhere does it mention a cancellation fee. I no longer wish to do business with this shady company.Business Response
Date: 10/11/2023
Good Morning,
When ****** was at the home he proposed two options to you, one to replace the compressor under warranty at a cost or to replace the entire system. The reason for a cost to repair the unit is because you do not pay for the part but every else to replace that part is not under warranty as you stated it would of been free. The reason he gave you the option of replacement is because the system is 9 years old. Yes, the condenser was replaced from the factory in ********************************************************** 2014. The factory does give a whole new warranty because it was replaced under that warranty per manufacture. So you only had less than a year left under that. Now, when it comes to your maintenance agreement. Unfortunately, you have had three preventive maintenances done and you got a discount on the new unit installed. All of that prorated is above the cost of the maintenance contract.
Customer Answer
Date: 10/16/2023
The same unit that was installed in 2014 kept breaking down the very first year installed and thats why I fought to have the unit replaced and did so in 2016. Why did the unit keep breaking down in the very first year? Brand new units generally dont break down and not cool? For me to be issued a replacement unit will tell you that I was sold a defective unit otherwise they would never have agreed to replace it for no charge. And now the second unit breaks down in only seven years. And no one knows why? Life time of units are generally ***** years. So was the second ***************** also defective and thats why it broke down after seven years 2016-2023 and it was determined by ****** to be "grounded" which is bad and he said too expensive to fix and leaving me with no option but to purchase a new unit. I was never informed that it was still under warranty and replacement part would be free. I only was informed that by reaching out to ***************** myself to obtain some answers on my own. No one ever returned my three phone calls to Office Managers at AATC so I couldnt discuss my concerns with them. And the email I received from ***************** told me that I was covered for the condenser until **** and they dont understand why the part couldnt have been replaced? I was never told how much it would have cost me to replace the part. ****** seemed to tell me that it was bad and beyond fixing and too expensive and to go with the new unit. Being that it was in June and hot out and 89 degrees inside I didnt have much choice. So since I cannot terminate my Maintenance Agreement keep it effective unit Nov **** then. My argument is the two brand new units sold to me in 2014 and 2016 by AATC never worked properly and broke down and were defective. I never had any of these issues with the other a/c units I ever owned and they lasted 14 years. It was only with this one-*****************. Something wasnt right with this unit from the very start. The fact that it kept breaking down and died is proof of that. Shame that I am a 24 year customer of AATC and this is how Im treated. And if you read their reviews and BBB complaints (39) it speaks volumes and attests to what Im saying. Very poor customer ********************** and poor quality of products. They've gone downhill over the years to the point of no return. Extremely dissatisfied with this entire ordeal. Rip off!Customer Answer
Date: 10/17/2023
Received an email today from ***************** stating the compressor could have been replaced and the part free of charge completely covered under my warranty except for labor. I was never informed of this option by AATC. I was never given a choice other than it was bad and too expensive to fix and a new a/c unit would need to be purchased. Why wasnt I ever given this information by AATC? Never got any answers or returned phone calls from them either and when I did finally receive a phone call back only after emailing them the stock answer was "I dont know" to any of my questions. I was never told that the compressor could have been replaced under warranty and the part for free. No one, including the Tech ******, informed me of that. Otherwise dont you think I would have choose that option rather than shelling out $6800 for another brand new unit? How do you not tell the customer that? And how do you not return three phone messages left by a loyal 24 year paying good customer? They just make you keep shelling out money. Terrible.Customer Answer
Date: 10/18/2023
Complaint: 20719313
I am rejecting this response because:Received an email today from ***************** stating the compressor could have been replaced and the part free of charge completely covered under my warranty except for labor. I was never informed of this option by AATC. I was never given a choice other than it was bad and too expensive to fix and a new a/c unit would need to be purchased. Why wasnt I ever given this information by AATC? Never got any answers or returned phone calls from them either and when I did finally receive a phone call back only after emailing them the stock answer was "I dont know" to any of my questions. I was never told that the compressor could have been replaced under warranty and the part for free. No one, including the Tech ******, informed me of that. Otherwise dont you think I would have choose that option rather than shelling out $6800 for another brand new unit? How do you not tell the customer that? And how do you not return three phone messages left by a loyal 24 year paying good customer? They just make you keep shelling out money. Terrible.
Sincerely,
***********************************Business Response
Date: 10/19/2023
Unfortunately, the tech did advise you of the cost and the part would of been free. But the freon, labor, shipping, dryers and acid away would of not been. Those parts are not covered by the manufacture and price to replace it would of been between $1295-$1495. We can not refund any monies to you for the new unit.Customer Answer
Date: 10/25/2023
Complaint: 20719313
I am rejecting this response because: I was NOT informed by the **** Tech ******. That IS the whole basis of my complaint with this whole ordeal with them. He at no time discussed how much it would have cost me out of pocket nor did he inform me it was still covered under warranty and the part would be for free. Ive received nothing but either no information or misinformation from ****. All Tech ****** replied to me that the unit was burnt -grounded- and would be too expensive to fix/repair and that I needed a new a/c unit. That was his only option presented to me. So what was I to do? His telling me that the unit was grounded and beyond repair and too expensive to fix it plus being 85 degrees inside my home in June I had no time to look into the matter myself at that point in time and needed air conditioning. I was misinformed by Tech ****** and he NEVER mentioned that I was still under warranty for the part and the part was for free and covered by ***************** nor did he even discuss the approximate price itd cost me out of pocket only to say that it was too expensive. Their Techs always push for the most expensive option. They push for a/c unit replacements. They are sales people so naurally they push for the higher cost "fix". It was only when I started pursuing inquiries on my own with ***************** that I learned the truth. That it would be covered and still under Warranty until 2028. Dont you think Id go with the $1295-$1495 out of pocket repair than shelling out $6800.00 for a new unit that I didnt need or want??? That unit didnt need to be replaced. It could have been repaired under Warrranty and it was only seven years old. I didnt need a new unit at all. Makes no sense and only proves that I was never given that option by their Tech nor did he at any time during his visit discuss price to repair the unit. Even with trying to cancel my Maintenance Contract I was told by **** when I called that it would be pro-rated. Only when I followed up on status of my refund was I informed by ***** that no refund was eligible since I used two years of the three year contract. Again misinformation by ****. No one employed there gives accurate information or returns calls. You only get no information or the wrong information by ****. I was mislead and misguided by Tech ******. He didnt provide accurate information to me in order for me to make a sound decision during his visit. Just read their reviews and other BBB complaints and ts all the same thing that I experienced. They need to be cited for unprofessional/unethical business dealings. No I am NOT satisified with their response. Typical lying and no solution on their part. They sold me a new unit when I didnt need a new unit at all. Now Im out needlessly $6800 that I should not have paid all because I wasnt told the truth by Tech ******. Shame on them.
Sincerely,
***********************************Customer Answer
Date: 10/26/2023
I just want it stated that AATC DID NOT offer any other solution but to purchase another brand new a/c unit and NO time during the Tech Austins visit did he provide a estimate/price as to the cost to repair/replace the part that was malfunctioning and still under Warranty. When I called the office and spoke to Office ******** ***** she stated that she "would have no idea of the cost to repair my unit". I received no calls back or was given any informtaion whatsoever by this company in order to make a reasonable decision. Was only told to buy another unit at $6800.00. That was the only solution provided by the Tech ******. No estimate and no answers to any of my questions were ever received by me. What a way to do business with a long term loyal customer of 24 years. I will be expressing my dissatisfaction with AATC on every Website I can. How they are allowed to legally do this is beyond me.
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