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:09/22/2023

  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.

  On June 30, 2023, one of the Air Around the Clock technicians, **********, inspected my home and advised me that the home air circulation problem could only be resolved by replacing all of the ductwork. I paid $500 deposit, and I received an invoice describing the replacement of all ductwork. Subsequently, on July 3, 2023, the work was supposedly completed and an additional fee of $1,395 was settled, as reflected in the invoice that stated "replaced all ductwork."Regrettably, the issue of inadequate air circulation persisted. A conversation with one of the managers, ************, revealed that only the supply and return were replacednot the entire ductwork, as initially outlined on both invoices, the deposit paid and balance paid upon completion. It was suggested I seek the services of a company specializing in comprehensive ductwork replacement for mobile homes, such as mine.I contracted a secondary company that affirmed the incomplete work, documented Air Around the Clocks repairs, and successfully addressed the issue. For example, it was observed that a 14-inch flex was switched with a 12 inch, attached to the pre-existing trunk. The trunk was untouched, as were all supply ducts. Only a solitary flex duct was used for the return and linked to the original trunkmarking the extent of the completed work by Air Around the Clock.I did not commission the work performed nor was it reflective of the initial agreement, which was total ductwork replacement. As such, I demanded a refund of the $1,895. I was told they would give me only $1,000 back an the total paid of $1,895 and insisted I take the $1,000 because litigation would cost me and them more. On August 26, 2023 I sent a Demand Letter requesting the total amount paid for the service of replacing all duct work, that was admittedly not completed by Air Around the Clock. I have since not received a response and if I do not receive a refund I will be pursuing litigation.

  

  Business Response

  Date: 09/26/2023

  Good Morning,

            We have tried to resolve this issue with you for some time now. We did the work that was agreed upon and after we still tried to fix the problem at no extra cost. That was not something that could be done. We referred you to a different company that does the ductwork for mobile homes. After, you asked for a refund and we offered $1000.00 but that was not sufficient to you. Now you have started legal proceedings. There is nothing more we can do. 

• Initial Complaint

  Date:08/31/2023

  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.

  1.Paid for ALL new cans were not replaced 2.had damage due to their faulty workmanship did not take responsibility for it 3.items stolen from our attic by subcontractors (lights and extension cords) 4.paid for maintenance contract/insurance was NEVER given the insurance information 5.unit less than 2 months old and having problems with it 6.management did not know status of job and took NO RESPONSIBILITY!7.six months after installing NEW DUCT work was informed needing 2 new units when they could have had everything done earlier OR maintenance done!8.had a RIDICULOUS amount of dust after new duct work was installed, after numerous subcontractors came in and did nothing, they sent someone else out and then did no follow up 9.damaged our garage ceiling when they moved condenser and refused to fix properly. wanted to paint over instead and COVER, not fix 10.paid for new thermostats never received nor had a credit given 11.rude and Confrontational Supervisor, **** who refused to come to house to view issues his subcontractors caused 12.had to call and request finishing outside A/C with proper insulation and foam covering which is essential, indicating lack of attention and no sense of urgency 13.did not change out drain lines as contracted and paid for 14.left all 25 vents unfinished and ceiling area around each vents was exposed, stained and needed complete repair

  Customer Answer

  Date: 08/31/2023

  Neglected to specify that I paid for an additional $625.00 service contract or both units AND paid $1150 x2 for extended warranty on both units.

  

  Business Response

  Date: 09/01/2023

  Yes, we did perform work but the client refused to pay the original balance that was agreed upon. We had to "settle" for what they thought was fair after the work was performed. We then advised them that we would no longer be doing any services for them and if they needed it to call another company. Until the amount for what was agreed upon is paid we can not service their property. We tried several times to receive payment, even doing other work at no additional charge. Each time they cancelled and said they were not paying.

• Initial Complaint

  Date:08/20/2023

  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.

  On September 26, 2022 I purchased a new 4.0 ton 2 stage split system RHEEM R410A air conditioning unit with full extended warranty from Air Around The Clock, installed on September 30, 2022. On Saturday, July 22, 2023 the A/C was blowing warm air so I contacted Air Around The clock. A technician came the following day. Per his assessment, he stated "the capacitor is bad and the condenser fan motor". He installed a new capacitor and a temporary fan motor. He informed me that Air Around The Clock would replace the temporary motor with a new one as this is covered in the warranty.It's been one month and the replacement motor is still not installed. The unit is making a very loud noise which has generated complaints from our neighbors. Some expressed safety concerns (possible fire hazard). Several calls were made to Air Around The Clock with the same response, "we are waiting for the part".I am bringing this to your attention for assistance and ****************. Thank you.

  

  Business Response

  Date: 08/21/2023

  The factory said they should be receiving it tomorrow. Please call us to schedule a day

• Initial Complaint

  Date:08/17/2023

  Type:Order 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.

  From 7/17/23 to 7/25/23, ATC came to my place 7 times in 8 days. 7/17, charged $495 for leak check, none found, refilled system and rescheduled for 2 weeks later. 3 days later on 7/20, I could see leak from Condenser coils. 7/22, Condenser coi!s installed, techs left, system did not cooI, I cou!d see that there was new leak from bad installation on inlet pipe. 7/24, ATC came back and installed new elbow pipe....system cooled down for awhile that day and froze up for 2hrs early evening...next day on 7/25, confirmed that A/C pressures were good, but there were bubbles in site glass indicating that freon was slightly low....enough to why it froze up night before. ATC still wanted to send techs out on 7/28 to perform leak check.....I cancelled that appointment due to A/C system working fine. My complaint is for incompetence of 5 different techs. Inability to find leak, inability for proper install and inability to properly fill freon system. I lost 2 days of work and ruined my weekend with 4 different visits. During this experience I emailed company 5 times with no responses. I asked to talk with supervisor 3 times with no response. On 3rd request, I was actually denied to talk with a supervisor. I wanted a supervisor to understand situation. I think after several visits in one week, i deserved a call back. I was only one constant, in these repairs, that could see what was going on with these different techs and I cou!d see where leaks were happening. I have a maintenance agreement with ATC where I get 10% off repairs.....this is not reflected in the $1095 I paid. Due to the disrespect I received from 5 emai!s not answered, no supervisor calling me back after 3 requests, missing 2 days of work and one weekend ruined from waiting around in an uncomfortable house - I wou!d like the $1095 refunded back to me. Seeing how they don't respond to emails or even call me is why I'm filing this complaint.

  

  Business Response

  Date: 08/18/2023

  Good Morning,

                 Yes you had two leaks of freon one in the coil which you paid or and we replaced. The other was on the hot gas line which we replaced at no charge because of the monies spent on the coil. The service call you cancelled was for a supervisor to check it and make sure everything is working properly. Unfortunately, we can not refund any of the money because we did do the coil repair and another at no charge. If you would like a supervisor to check the unit please call us and we will schedule a day at your convenience. 

  Customer Answer

  Date: 08/22/2023

   
  Complaint: 20487505
  
  I am rejecting this response because:  The second leak was caused by bad soldering of inlet pipe....confirmed on the 5th visit by your tech. He could not repair it and pipe needed to be replaced. I see no apologies for the 7 visits in 8 days. Plus, inability to talk with a supervisor. I cancelled the 8th visit because your company looking for another leak that didn't exist. Since I cancelled that appointment, have had no issues with A/C system. This should of been one visit to diagnose, second visit to repair. You don't care that I lost 2 days of work and ruined a weekend staying at my house with failed A/C system for 3 visits, 2 at least being unnecessary if repairs done correctly. I had one leak, how it was handled and rest of visits was due to incompetence. How you call yourself professional in the way it was handled and the way you responded to this complaint is sad. I'm looking for refund to make up for loss of work and a weekend. I'll give you one day of taking work off, but to take one off again a week later for issues that were not handled properly. There was no need for an 8th visit. Plus, it was scheduled for a Friday....I'd have to take another day off. Unprofessional is all I get from all this. No apologies, just excuses. You don't see anything wrong with 7 visits in 8 days....your techs could of been doing other jobs if they did my correct. 

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

  

  Business Response

  Date: 08/23/2023

  The second leak was not caused by welding of the the coil. The two pieces are not connected to each other and we did not charge you for the second repair as a courtesy of the problems you had . The best we can offer is a $100.00 refund and let us know if you want it refunded on the card or a check mailed.

  Customer Answer

  Date: 08/24/2023

   
  Complaint: 20487505
  
  I am rejecting this response because as you can clearly see in pics #1 and #3, this pipe is directly attached to coils and you can see the welds. Either you think I am ignorant or whoever is responding to this, doesn't know what they are talking about. As you also see in pics, especially #2, is all the leaves/debris left in unit. I removed fan to clean this debris out and take a clear pic of "thep pipe that doesn't attach to coils". I am a Master tech at a car dealer, when I fix oil leak, I don't just fix oil leak, I clean up oil where it leaked. It's called being professional. There are drains in the pan that dirt and leaves block ** in the A/C unit..Pic #4 shows cap that was in the pan that should be attached to top of fan motor to keep moisture off. In pic #3, you can see the oil residue from freon that was leaking after 3 days of first visit, where a leak couldn't be found. Of course residue is still there because no one cleaned it. Pic #5 shows amount of dirt under leaves that clogs up drains in pan. So, I refuse your $100 refund because now you have insulted my intelligence. Funny how I finally get communication from your company after no answers to my 5 emails or my 3 request to talk with a supervisor..It takes me to file a complaint to get a response. At this point, you should cut your losses and refund the job. Your company has embarrassed itself in your responses. First you say I had 2 leaks, not admitting the 2nd leak was caused by bad installation. Then you say pipe not connected to coils.as we clearly see it is. The minimal deal I'll go for is $600. It's $500 to cover my 2nd day of loss work and loss of weekend. The other $100 is 10% off original job estimate.....cause I have maintenance plan that states I get 10% off repairs. Your company says you gave it to me, but it's not noted anywhere. Why wouldn't a company not note that in the bill, it shows value to customer. It shows more that company is shady, by not noting it. Ideally your only win would to refund entire job. People that read this would probably agree and people will be reading this. My neighbors will not use your company now after seeing your truck here 7 times in 8 days. Neighbors asking why and hearing how it all played out. Plus, one neighbor is president of HOA, so he won't be referring your company to anyone.To answer your last question, yes, I'll take my full refund back on the card. Please don't insult my intelligence on your next response. 

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

  

  Business Response

  Date: 09/07/2023

  The hot gas line is attached to the compressor and condenser coil. The stress crack was on the bend near the compressor, as you can see in the pic we have. The only way to fix it is to replace the piece not just weld the crack. The weld would not hold because the pipe gets extremely hot. The coil welds are not next to the stress crack, so it was not done by the mechs. I have not insulted you in anyway and wish I could say the same for you. The original problem was the coil which you did pay for but the gas line was a problem after which we fixed at no additional cost. We can not refund the full amount or the $500.00-$600.00 as you requested.

  Customer Answer

  Date: 09/07/2023

  Bottom of first pic shows pipe elbow going to compressor, second pic shows same pipe going to condenser.....one pipe, connected. The company said on 8/23 response "2 pieces are not connected to each other". Their last response talks about a pic, where is pic? Company says "not insulted you in anyway, wish I could say same for you". My main reason for complaint is how all this was handled or not handled. 7 visits in 8 days. I missed 2 days of work and had one weekend of no A/C while they visited 3 times that weekend. I'm insulted because company did.not respond to 5 emails I sent during the 8 days and the 3 times I asked for Supervisor and not once called. Pipe they fixed connects to part they replaced....end of day, it's not the mechanical issue, it's the unprofessional way the handled customer..It cost me, loss of time, loss of 2 vacation days and loss of comfort. It was aggravating to have money, but be sitting several different days in hot humid house for warranty repairs that were handled incorrectly with no apologies and no upper management contacting customer with sone kind of response. Instead, I got to go back/forth on BBB to get any contact with company. This is why I asked for my money back.....I even gave an option, both rejected. They offered $100? Insult. End of day, if I can't get proper money back, I just want this posted with their other negative reviews to prevent someone else from going thru this experience. 

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20487505
  
  I am rejecting this response because:

   

  Bottom of first pic shows pipe elbow going to compressor, second pic shows same pipe going to condenser.....one pipe, connected. The company said on 8/23 response "2 pieces are not connected to each other". Their last response talks about a pic, where is pic? Company says "not insulted you in anyway, wish I could say same for you". My main reason for complaint is how all this was handled or not handled. 7 visits in 8 days. I missed 2 days of work and had one weekend of no A/C while they visited 3 times that weekend. I'm insulted because company did.not respond to 5 emails I sent during the 8 days and the 3 times I asked for Supervisor and not once called. Pipe they fixed connects to part they replaced....end of day, it's not the mechanical issue, it's the unprofessional way the handled customer..It cost me, loss of time, loss of 2 vacation days and loss of comfort. It was aggravating to have money, but be sitting several different days in hot humid house for warranty repairs that were handled incorrectly with no apologies and no upper management contacting customer with sone kind of response. Instead, I got to go back/forth on BBB to get any contact with company. This is why I asked for my money back.....I even gave an option, both rejected. They offered $100? Insult. End of day, if I can't get proper money back, I just want this posted with their other negative reviews to prevent someone else from going thru this experience.
  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 09/12/2023

  Well we are sorry you fell this way but the machine did break twice with in that time

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20487505
  
  I am rejecting this response because. Sorry I feel that way? Reason I ask to talk with a Supervisor, which I was refused, was for someone to overlook this job. After my first appointment when they couldn't find a leak, took 3 days before it was not cooling again. On that Friday, tech confirmed that condenser was leaking, he filled system up, thinking part was coming the following Monday. That next day (Saturday) part appeared surprisingly and they installed condenser. Mind you, overnight, A/C was cooling fine. After techs left, A/C never cooled. If you look at history, you'll see that a tech came out, later that Saturday,, said he couldn't find a leak, blamed it on install, saying that they didn't put enough freon in system. Then the next day, tech had to come out again cause it was not cooling again, less then a day later. This is when he found pipe leaking.....one he said he checked day before.....he put order in for new elbow, to be installed next day. My original leak lasted 3 days before it stopped cooling.....after install of condenser, couldn't get system to cool all weekend.. Hmmm, don't tell me I feel someway, treat me like I'm ignorant, just look at the facts, look at actual history of each visit.  If I indeed had 2 leaks, if they fixed only one, wouldn't my system last at least 3 days or maybe more cause at least one leak was repaired. Just as unprofessional as I was treated during the 7 visits in 8 days, no response to my emails no response from any supervisor and now your company responses, to this complaint, are reason why I want this posted online for the public to see. I've already listed 2 times that techs came out and couldn't find leaks - showing lack of proper diagnosis. This delayed proper repair in a timely manner Stop blaming the mechanics of the system, which you are failing at. Pay attention to how unprofessional company was and is being at handling this issue I experienced. I could lay out the invoices to show you the timeline of all your visits. Maybe you would get better understanding of the facts, not assume how I "feel". I could email them to your company, but you don't respond to my emails. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:08/14/2023

  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.

  Bought a brand new AC unit from AATC right before Christmas in 2022. Since then technicians have had to come out to the house 6 times to fix the unit. The unit is not draining properly and constantly backs up. Each time someone comes out they diagnose the problem differently and someone comes back the following day to "fix" the problem. The new technician thinks the issue is something else. Bottom line is that every 3-6 weeks someone else needs to come out here. Spent $500 to install a new drainage line and that "fix" lasted all of 6 weeks until the problem reappeared. AATC used to be a good company but post pandemic they do not have quality technicians to fix issues. The workers they send out have no idea what they are doing and AATC doesn't seem to care about the service or products any longer. It is a shame.

  

  Business Response

  Date: 08/15/2023

  We are sorry you are having these issues. Drain lines clogging up is a very common occurrence and will happen at least twice the year on average. If you would like to have a supervisor look at the unit to be sure everything is functioning well please call the office and we will schedule a day he is available.

• Initial Complaint

  Date:08/10/2023

  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.

  July 26 I paid air around the clock ************************************************************************************************* the plenum. Immediately following I paid ******* to clean the air ducts since there was condensation it was suggested to clean the ducts to prevent mold. Friday August 4 all of my air vents were dripping wet with condensation. I called air around the clock. They sent someone to look at it and he cleaned out the two vents. I called them back after the guy left to tell them there is water in the attic and that the plenum was leaking. They sent another guy out Saturday who said the plenum was not built correctly and required sealing inside and outside of it. He put towels around the plenum to catch the water. He said there was not a lot of water its just leaking condensation. Wednesday someone came and and left. He said all of the work that needed to be done was not on the ticket. 08/10- repair guy scheduled - vents are still leaking and the plenum still leaking condensation. They will need to clean the ducts again and repair the work ( reseal all the ducts and plenum). Its been 16 days and the units still leaking water. There has been no resolution. I need my money back so that I can have this issue properly resolved and ducts cleaned. Water has been on the walls surrounding the vents and damages are accumulating every day that passes without resolve. Need air ducts cleaned again- need plenum and ducts all sealed so hat there is NON condensation

  Customer Answer

  Date: 08/10/2023

  Hold this complaint 

  the company sent someone today 

  I will follow up in a couple

  days 

  

  Business Response

  Date: 08/10/2023

  We can send a supervisor to look at the problem and we will have someone contact you to schedule a day

  Customer Answer

  Date: 08/17/2023

  Supervisor ***** came over today and confirmed that the ducts are still Leaking and have not been properly sealed 

   

  he recommended that I buy all new ducts. 
  I just want a refund of

  $1295 for sealing the ducts and the $1200 for cleaning and fiber coiling the ducts. I will price out replacement and get another opinion. As the issue the company came for is not resolved and the duct work and cleaning was not the correct recommendation as written in the paperwork form ****** dated today. 
  The quoted price to redo the work from air around the clock needs to be looked into. 

  Customer Answer

  Date: 08/18/2023

  there are multiple leaks and areas leaking condensation and air. The ducts were not sealed and have condensation still. 
  the supervisor came and said he cant fix and he cant even check the detail on the duct because it leaking and he cant get his hands around it. He is not sure what was done on the main duct but it is leaking and has condensation. He said it needs to be replaced and can not be resealed. He also stated that he is not sure why the company made the recommendation to seal the ducts but it should not have been done. 
  I am not sure why this company recommended sealing and cleaning ducts and or why the duct work was incomplete. It doesnt make no sense to clean leaking air ducts either. 
  he states that he will be requesting the refund and did a quote for what he thinks should be completed. 
  I want a refund so I can repair what needs to be done asap. The water is a problem. 
  
  

  Complaint: 20450567
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2023

  Good Morning,

     We issued a check to you and you will receive the check within 30 days

  Customer Answer

  Date: 08/23/2023

  Business has NOT issued a check. They are saying I need to pay them 6K to replace the ducts or they will not refund me. I think this practice is illegal. 
  

  
  They dont want to give me a refund If I dont hire them for the next job?
  

  I am not comfortable hiring them nor am I required to hire them to replace the ducts to be refunded for work thats not done. The work that they quoted me was for duct sealing and then once sealed to be cleaned. Neither of the jobs were completed because the ducts have been leaking water and air ever since they started the project.
  

  I need my money back so I can fix the repair they did not do. 

  Customer Answer

  Date: 08/23/2023

   
  Complaint: 20450567
  
  I am rejecting this response because: the company started this morning ****- the service manager- told me he was not issuing the full refund and that he needed me to hire them for the replacement of the duct work or they wont give me money back. See my other message on 8/23/23 this morning. 
  Amount I need refunded 

  1. Duct Sealing- 1295 

  2. duct cleaning and fiber coil- 1200 

  total amount of refund requested  2495.00 

   

  duct cleaning and fiber coil would not have been done in ducts that need to be removed and replaced. 
  duct sealing was not done correctly and should not have been suggested for repair. Duct cleaning should not have been suggested for ducts that require replacement . Fiber coil sealing should not have been suggested for ducts require replacement. 
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2023

  I am sorry for the confusion but are refunding you the full amount. A check will be mailed to you.

  Customer Answer

  Date: 08/28/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:07/31/2023

  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.

  Date of transaction:7/6/23 Amount paid: $495 to allegedly recharge my A/C unit. *** sent out a service tech in response to our older unit not cooling. I asked the tech to recharge the unit with freon. He was needlessly pessimistic the refrigerant would not last very long. He tried to sell me a new system pointing out at every turn, because it was an older system, he alleged was very leaky, this would be a temporary fix. This tech said the same thing last year during a service call and upon my insistence, he recharged the unit with me watching. The charge held for over a year which confirmed my initial suspicion, the leak was not as dire as he was making it out to be then. This time around when his attempts to sell us a new system were rebuffed and he was asked to just add the freon, his reaction in body language and attitude, betrayed his frustration that his attempts were unsuccessful. His parting words were, if the system was still not cooling within three days, they would credit the service fee for his visit towards a new system. He claimed the compressor was running erratically indicating a full replacement was timely.A full day after the service call, the ** was not cooling. The manager supported his tech's diagnosis when I requested a second tech be sent out and tried to sell us a system. *** couldn't tell me how many pounds of freon was used claiming it was "filled up". Excuse my skepticism having a fleeting thought the service tech might have tried to create the conditions for prompting us to buy a new system. A different ** company who came 2 days after ***, discovered a lose cap on the recharge line. At best the *** tech might have forgotten to tighten the cap or worst yet, it was intentional. There's no denying ***'s misdiagnosis. More than 3 weeks after the other ** company recharged an empty unit with 7 pounds of freon, the system is still cooling. I left messages for the *** service manager requesting a refund of my $495. That's all I want!

  

  Business Response

  Date: 08/01/2023

  Good Morning,

            You are correct the system was low on freon and we did recharge it with no warranty. You had a service call scheduled with us for 7/8/2023 for a second opinion. You called us on 7/7/2023 to have it done on 7/8/2023. You cancelled the call that morning before we could go out because you called another company. Unfortunately we can not refund you any monies when we were more than happy to come back out to check it.

  Customer Answer

  Date: 08/28/2023

  I forcefully reject the business owner's response. They conveniently failed to mention  the supervisor called me back when I requested ****************** from them only to reaffirm his "trust" in his tech and at the same time tried to sell me a new system himself claiming he got me a "deal". Why then would I still want to get a second opinion from them. I find they have a very dishonest approach to business.  It's clear the business model assumes there're many suckers waiting to be had. As they say, what goes around comes around.

  Customer Answer

  Date: 08/30/2023

   
  Complaint: 20403816
  
  I am rejecting this response because:

  I forcefully reject the business owner's response. They conveniently failed to mention  the supervisor called me back when I requested ****************** from them only to reaffirm his "trust" in his tech and at the same time tried to sell me a new system himself claiming he got me a "deal". Why then would I still want to get a second opinion from them. I find they have a very dishonest approach to business.  It's clear the business model assumes there're many suckers waiting to be had. As they say, what goes around comes around.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 08/30/2023

  We are sorry you decided to use a different company but we did fill the system with freon and leak checked the system. We told how much it was before doing it and you agreed. You said yourself we did do it. So we can not refund monies to you after work was performed. Again, we were coming back to recheck the system but you decided to cancel.

• Initial Complaint

  Date:07/11/2023

  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.

  I called Air around the clock for a non working A/C as they installed it 3 years ago and has a full parts warranty. The tech insisted that the compressor was shot And Its **** to replace or **** for replacement with warranty. They fully take advantage of senior citizens in these situations. I gave him 200 cash And he said some one would call me in the AM. The tech seemed too much like a salesman and I remember the same speech 3 years ago when I had them replace my old A/C which there was probably nothing wrong with. I called another company which promptly came and said the circuit breaker had a bad leg and fixed everything for 300 !!, Air around the clock called me trying to get money and they dont even have the parts . I talked to supervisor ******** and demanded my money back which they refuse and are still sticking by the compressor story!!! The unit has been working perfectly Please help this senior citizen get his money back as I need it for Groceries,Thank you ANYONE READING PLEASE STAY AWAY FROM THIS COMPANY

  

  Business Response

  Date: 07/12/2023

  We apologize for what has happened. We will refund the emergency call and please in the future if you are happy with the technician's findings please give us chance to recheck it.

  Customer Answer

  Date: 07/14/2023

   
  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 did try to resolve with supervisor ******** who insisted that the compressor was bad.

  please send the refund ASAP 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/20/2023

  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.

  On june 10th called air around the clock to have someone come out to give me a second opinion about my HVAC unit the receptionist told me this service would be free upon arrival the looked at my unit ansaid it was the same problem as the company prior he dumped water in the drain and charged me $195.00 dollars which he lied and said he performed maintenance on the unit this company is scamming people because pouring water down a drain is not maintenance this company air around the clock is a rip off bait and switch company I tried to resolve issue by speaking to someone in a higher position than accounting but this didn't get a resolution I'm hoping to get this posted before they cant rip any one else off . thank you

  

  Business Response

  Date: 07/05/2023

  Good Morning,

         We went to the property on 6/10 and checked the unit at no charge. We then found the system not functioning properly because the drain was clogged. We advised the customer of the $195.00 charge to fix the issue before doing the repair. The charge is our minimum labor charge for any repair. Checked out the rest of the unit and it was working fine. We had a follow up call on  6/12 but the customer cancelled the visit. Unfortunately, we can not refund the charge after work is performed as we did try to explain to the customer after.

• Initial Complaint

  Date:06/09/2023

  Type:Sales and Advertising 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.

  ATC installed new unit 7/20. Not even 4 months old. 11/6/20 we had problems with AC, they had to replace condenser fan motor, capacitor, sight glass, filter drier, install hard start time delay. 11/16/20 replaced TXV evap coil, filter drier, sight glass 6/8/2023 Replace condenser fan motor Yes we have a parts warranty but why should we have the same problem 2x with the condenser fan motor plus the original one that was installed with the unit on 7/20. Thats 3x in less than 3 years! WOW CRAZY I feel that we shouldnt have been charged labor of $495 (which was originally $695) for a problematic part. And the technician stated hes seen this part go bad a lot. I called the office and the girls stated I needed to speak with the technician and theyd go back to their supervisor. Why isnt there someone higher up in the office that couldve assisted me. If a customer is unhappy the technician or his supervisor cant do anything. And to top it off the supervisor wasnt so friendly. I wasnt asking for free labor but $300 seems reasonable when its probably a part we could put in. The technician quoted a maintenance plan 3 years every 6 months for $995 which included the labor fee of $495, and we agreed then the supervisor came back and stated no its $1300. That didnt set well with us. Why wouldnt you honor what your technician quoted instead you lost a maintenance plan and most likely a customer. How can I trust this company after spending so much money and knowing I most likely will have the same issue again in the near future.

  

  Business Response

  Date: 06/24/2023

  Good Morning,

            We apologize for the parts on the system failing but this is no fault of the company. With all of the storms and power surges there have been quite a few motors and compressors failing. We did give you a discounted price for the repair and gave temporary air until we were able to install the factory motor but unfortunately we are unable to do it for any less. We do have to pay for the time on the job, picking up and returning your original motor and a exchange fee from the manufacture. 

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20164737
  
  I am rejecting this response because:
  I understand that but your tech wasnt here that long. And the tech who came back was here like 20 minutes. Also how can a tech  quote me on a 3 year maintenance plan of $995 minus $495 I paid for labor. then come back that you cant do that price. As the cost is $1495 or $1695 cant recall what the supervisor said to tech. I just found out a friend is getting a new AC from your company, I spoke to the tech while he was there and the maintenance plan is for 5 years, twice a year for maintenance and this covers parts and labor for $995.  
  WOW! Imagine that so why when we were going to get the maintenance plan it was so much more. I guess tech can give their own maintenance plan and prices. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/07/2023

  Unfortunately, the pricing has to with the age of the unit. It is an extended labor agreement that an insurance company provides. They tell us the cost of it depending on the age of the unit and we can not change the price. The older of the unit the more it costs and even if it a year older the company charges us more for the plan so we have to charge more for it. The repair costs is everything involved in the job. From picking and returning the motor to the factory, they charge us a return fee and the time spent on the job. In all it accounts for about 4 hours worth of time, driving and gas.

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20164737
  
  I am rejecting this response because:
  Our unit just turned 3 years old and thats not what your rep told me on the phone the other day. 
  Sincerely,
  
  ***********************