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:05/18/2023

  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 write this hoping you can resolve a poor situation. We have had contracts with ATC for 30 years and several homes. We have referred many clients and have always called when we get exceptional service, one day I will tell you *************** which I tell my friends to show how good you are.Two years ago ATC put in a new unit at ******************************************************************************. The unti, as you can see from out service records has not been great and goes down about every 6 months. So this week the outside unti was making a clanging noise and even our neighbor complained. We called and a service rep came out and stated: It is not making a noise now and if I take it apart to check I have to charge you. (we have a contract that I am now told is now useless for repairs). He left.Two days later we called again and asked for a different service ********** rep tells me: The new part will cost $1200 (2 year old machine) but if we buy a 10 year contract for $1800 we can have it fixed for no charge. Apparently this is a new type of contract that we just found out about. Our current contact is now only good for bi yearly check ***** not problems. You no longer call to set up service, that is up to us. We have to do this ASAP as it is only offered for units that are 2 years and under. That all ACs are poorly built At that point I called your office asking for a supervisor and no more than 3 minutes later the service rep calls back and tells me that he is authorized to fix this for free (with a small gadget) as long as we purchase the contract for now $1600. At 83 years old I really do not think we need to spend $1600 on a 10 year contract, nor do I think we should spend $1200 on a 2 year unit. I asked that you or a higher level company rep call me back, but no one has.All I ask is that you stand behind your product , come fix our unit and honor our current contract, and we continue our good relationship.************************* ************

  

  Business Response

  Date: 06/02/2023

  I am sorry for the trouble you are having. We just spoke and will sending a supervisor to your home on June 6TH.

  Customer Answer

  Date: 06/03/2023

   
  Complaint: 20074228
  
  I am rejecting this response because: It is Saturday. AC died.  We cannot wait until Tuesday and now we are being charged $175 plus parts and labor and I cannot speak to ***** who handled my complaint.  We did not purchase the $1600 contract and we just want this new AC to work.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/18/2023

  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.

  I just thing that air around the clock should let their customers know the exact nature of the busses. It can be clear see that they a trying to sell RHEEM AIR CONDITIONER RESIDENCIAL SYSTEMS!!! MAINTAINANCE IS OUT OF THE QUESTION. BECAUSE OF THIS I LOST A YEARS OF MAINTAINANE!! I TOLD THEM NOT TO COME BACK!!!!

  

  Business Response

  Date: 02/21/2023

  Good Morning,

              I am sorry that you feel this way. You purchased a maintenance plan in December of 2021 and we performed the maintenances in June and December of 2022 as your contract states you get two free maintenances with it. You renewed in December of 2022 and had a service call on 2/17/2023 to where we found a bad motor and board. We gave the options of repairing or replacing due to the age of the unit. So, you have had one problem with the a/c in year and a half which is not maintenance related. Please call us if you would like any work performed.

• Initial Complaint

  Date:11/02/2022

  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 had a Rheem ** installed by this company back in August 12, 2022. Since then I have had nothing but issues. Not to mention original install, the employees had dropped the ** and broke a tile at my house. They did a crappy job installing the **. The ** has been making a weird noise upon startup. The issue has not been resolved since. I had requested the air handler be replaced under warranty and they informed me that I have to have an engineer "*****" come out to diagnose the problem. He was just here today and now informing me that air handlers do not just get replaced. He could not diagnose the noise and now informing me that the freon line has to be vacuumed for 4 hours and recharged. I informed him that this has already been done twice. He is claiming was not done properly. How is this my problem? The company is sending out incompetent employees? After spending $6,200 on a unit I expected better customer **********************. I asked him what the contingency plan is if this solution does not work. His response" It has to work"!!! All I can say is WOW! Each time I have a service call I have to burn a day from work. I do not recommend this company if this is how they respond to their customers. The unit is not even a year old and it is supposedly under warranty. Why have warranty on a unit if a defective unit cannot be replaced!! I have requested to speak to the owner of the company and my request has been denied! The company has responded 6 times and still having the same problem. Now I have to burn another day from work since they have to come out a 7th time for now to vacuum and recharge the freon line. I have had their own employees inform me that the air handler should be exchanged as well. I certainly don't like to waste anyones time. Time is valuable. My daily work life is being interfered with having to take time off work to accommodate the open schedule of unknown time frames.

  

  Business Response

  Date: 11/07/2022

  Good Morning,

            We have installed a new air handler after we received permission from the manufacture. Thank you

• Initial Complaint

  Date:10/03/2022

  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.

  We purchased a new air conditioner on July 1, 2017. We have had issue after issue resulting in additional charges to us to no avail. The unit was not installed properly and now we need to replace the blow motor for the second time. The unit is only 5 years old but AAC just keeps jury rigging the unit. It works for a few weeks and then goes down again. My husband is 75 years old with medical conditions that require a working air conditioner. The company has an I dont care attitude and is not willing to reinstall the unit correctly. They want us to pay another $1,000. For a new motor which will only result in the same waythe unit will stop working. We have tried to work it out with them to no avail. We have had over 16 repair visits at this point and have a file of paperwork too large to upload.

  

  Business Response

  Date: 10/04/2022

  Good Morning,

           I have spoken to ************ about this issue. We have only been there for clogged drain lines and it about every six months which is normal. I offered to lower the price to $695.00 and explained why we can not do it at no cost. He said he will get back with us and I explained the part is difficult to obtain not to wait to long.

• Initial Complaint

  Date:09/26/2022

  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 was a customer with this company for 3 or 4 years with a maintenance contract for my ** unit. Never had a problem. This year phoned in stating the system was not cooling correctly. AATC advised replacing evaporator/condensor something after install that did not fix anything. Then AATC advised replacing the mother board and after the install that did not fix anything. Phoned again AATC advised that when it is hot outside the unit won't cool things down. After numerous visits and freon charges the system would only work for a couple days.Then I phoned a competitor Paradise and they came out and found a freon leak in about 15 minutes. Unreal!I phoned back to AATC and advised them that another company found a freon leak. So they sent out a supervisor and he found the same leak. He advised replacing the coil for $3050 or replace the unit for $6500. I opted for the repair as the unit was just 5 years old. I left the area to escape the heat. I prepaid the service with ****. I came back two weeks later to find the repair incomplete. They installed the new part after my return. They charged the system and the next day it was blowing warm air again. Another visit and freon charge and the next day it was blowing warm air again. A new leak was found and it was repaired then charged. The technician stated it should work and they would be back tomorrow to get the freon levels correct. He left and a little more than an hour later and the ** unit sound like a clothes dryer with a baseball in it. I shut the system down and phoned again to let AATC know. They showed up again to make it right and informed me that I needed a new compressor. They were speaking with a manager. I had asked to speak with the manager and the response was NO. The management never returned my calls (****). Anyway their new solution was buy a new unit and we will discount it $1000. Then they left and I never heard from AATC until I froze the **** payment. I spoke with GM but she never has phoned back

  

  Business Response

  Date: 09/26/2022

  Good Afternoon,

          Unfortunately, a lot of this is incorrect. Yes, we did install a new coil on 8/22/22 and it was running correctly. On 8/26 there was another leak ay a different location and we went out on 8/27 to fix the leak at no additional cost. After fixing it the compressor was not pumping correctly because of the refrigerant loss prior. We offered a new compressor at a discounted price or a new unit at a discounted price. We did speak to the customer while our technician was at the house. The customer had a new unit installed from another company and put a stop payment on his card. We called the customer to retrieve the coil we installed since he put a stop payment and his answer was " the other company took it". So now we are going in a different direction.

  Customer Answer

  Date: 10/05/2022

   
  Complaint: 18124470
  
  I am rejecting this response because:

  It is interesting that the vendor states the management spoke with me. Never. I asked to speak with the manager but they declined to speak with me. They did make a $1000 discounted offer if I purchased a new AC unit for $6500. This vendor continues avoid the obvious.....

  Within months and I will say many visits. The visits included a new mother board, some kind of evaporator, I think a condenser. Then the freon leaks and a new coil $3000 that never worked for more than 24 hours. The solutions for months could not hold temperature. 

  Finally they state that they offered a discount on the compressor. A complete fabrication. The discount was offered for the purchase of a new unit. The technicians stated they were not going to continue to repair and this is where the manager on their phone would not take my call.

  They left and I never heard another word. I froze AMEX and that got the bookkeeper to phone me. They were surprised by the facts presented and stated I would get a call from a manager. The ***************** phoned and asked to send out an engineer! REALLY after months and at least $4000 out of my pocket. I shared the facts with her (mind you she has the file) and she stated she would speak with her boss and get back to me.

  The got back to me alright. The filed a law suit against me in Broward County. So much for me trying to resolve the issue. My phone calls went nowhere and now they are misstating the facts and leaving out all the details.

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

  

  Business Response

  Date: 10/06/2022

  Good Morning,

         Unfortunately, we are in disagreement on what happened. We did offer a discount on the compressor and we did not say we were not going to repair it. We understand you had another company installed new system for you and you put a stop payment on your card. The problem is we need the coil back since you did put a stop payment on the card. You had a new unit put in and we asked to come get the new coil and you let the other company take it. So this is the reason for the suit. If we are able to retrieve the coil then all of this can be solved.

  Customer Answer

  Date: 10/06/2022

   
  Complaint: 18124470
  
  I am rejecting this response because:

  I do not know who is responding but they are wrong. I never heard from AATC management period. The technician on the phone told me the discount was for a new unit. There were two technicians and a supervisor in attendance. They stated they were done. They could have taken the coil. They could have phoned me about this for any resolution that included any manager but never did. What is worse is they walked away leaving me in an apartment in the cool mid 80's. The only manager conversation I ever had over months and thousands of dollars was a phone call from the ** as stated earlier. ****** was going to speak with her boss and get back to me. Never happened. They filed a law suit instead. I never refused to communicate in fact the opposite. When I go to court we will all have to testify under oath. They did not try to resolve before filing a law suit. Great customer **********************. *** trucks and a 70 million dollar company and this is how they treat their customers. Don't communicate and leave to the lawyers.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:09/22/2022

  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 hire Air Around the Clock for a check on my A/C Unit, because humidity inside home was too high, the diagnostic was that I need to add new roof insulation and change the evaporation coil inside the A/C unit. They made the new roof. insulation but they were no change in the humidity level inside the home. I claimed them for this and they said I have to wait to replace the evaporation coil. I cancelled the service, and hire different company. That other company cames and the diagnostic was complete different, the humidity level was due to poor air duct. Replaced the duct and was fixed. Now I called this company for a compliant about installing a new roof insulation when that was not the original problem, they ddon't event want to refund the money for the replacing the evaporation coil when the job was not done.

  

  Business Response

  Date: 09/23/2022

  Good Morning,

           We will refund the amount for the coil. We have no record of you cancelling the job or we would of earlier.

• Initial Complaint

  Date:09/19/2022

  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.

  My wife and I purchased a new ac less than two years ago. This will now be the tenth call for a technician. We are still being charged for service calls each time. This is our last step before filing a lawsuit. This has been a bi monthly event since purchasing the new unit, each time a different technician says the one before was wrong and its now fixed. Now it is not cooling again.

  

  Business Response

  Date: 09/19/2022

  Good Afternoon,

        We are sorry you are having issues with your a/c but the problems occurring are maintenance issues. We were out a total of five times from 2/15/2021 your install date. One time was a dirty condenser coil, one time there was no trouble found and three times for the drain line backing up, which this last time we told you a price for a new drain line that was not part of the original install in Feb. 2021. There have been no problems with the machine mechanically. Please reach out to us if you need any work done.

• Initial Complaint

  Date:09/15/2022

  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 failed to repair in a timely or quality manner. Company scheduler ************ (*******) failed to properly schedule three times in a row. Originally **** advised Friday 9/9/2022. Then ********** called and said company didnt have the part. Monday 9/12/2022 techs showed up at 4:30pm unannounced, outside of scheduled window without all the parts needed for the repair quoted. ********** reassured they would be there at 8:15am the following morning 9/13, no one showed up until 12:30pm, one hour after **** said they would reschedule for 1-3pm. The installer failed to follow installation steps listed in the replacement part installation instructions and let the nitrogen out of the lines before he was ready to braze, as defined in refrigerant connections. Pressure from installing the coil on top of the box enclosure the company installed originally put cracks in the return box which now needs to be fixed as it now ***** air in from the garage. The outside Freon lines have been striped of insulation and was not returned to its original insulated condition.Invoice of $0.00 was signed.

  

  Business Response

  Date: 09/16/2022

  Good Morning,

           I am sorry about the insulation on the outside pipes that is something we can fix. I could have someone call you to schedule a day and collect payment for the coil replacement at the same time. We were there two working days after the initial service call for the repair because the parts are very difficult to get at this time. I will have someone call you this morning

  Customer Answer

  Date: 09/16/2022

   
  Complaint: 18032522
  
  I am rejecting this response because:

  NO credit provided to customer for rescheduling visit multiple times or for misleading the customer regarding the final appointment time on 9/13/2022 or for poor quality workmanship overall for the repair.

  Specifically:

  NO credit or plan provided to repair damage done to internal return box.

  NO credit provided for multi-day scheduling issues and missing their windows multiple times on ATCs behalf.

  Other Poor Quality Job Issues:

  -Left parts, liquid and residue from previous coil removal inside the garage floor.

  -left trash generated from the job inside by the handler and outside by condenser.

  -left property without proper invoicing leading to further confusion on company behalf.

  -arrival time and previous failed attempts conflicted with communications from scheduling department (***********************).

  Credit required for extremely poor customer ********************** and technical repair service quality issues overall which have yet to be addressed.

  Again, requesting 50% credit towards the total invoice amount due to multiple issues on air around the clocks behalf.

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

  

  Business Response

  Date: 09/19/2022

  Good Afternoon,

          We can not credit anything at this moment because none of the services have been paid yet. We have spoken with you about the insulation and are more than willing to come out and do that. We would need to be paid the balance when we are there and you have yet to call and schedule. We are willing to give a $100.00 discount on the job but we will need the balance paid when we come out.

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18032522
  
  I am rejecting this response because:

  $100 credit is NOT acceptable.

  50% of the invoice needs to be credited due to continued delays, customer **********************, repair quality issues and invoicing manipulation after job was quoted. There is also no labor breakdown, just one line amount with multiple aspects of repair, effort and materials.
  

  Additionally the repair being invoiced did NOT resolve the ** system issue, which they originally installed. The system is still leaking Freon.
  

  This is the additional justification for a minimum of a 50% credit required towards this failed product, effort and diagnosis on behalf of air around the clock. 

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

• Initial Complaint

  Date:09/13/2022

  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.

  Company scheduler ************ (*******) failed to properly schedule three times in a row.Originally **** advised Friday 9/9/2022.Then ********** called and said company didnt have the part.Monday 9/12/2022 techs showed up at 4:30 unannounced, outside of scheduled window without all the parts needed for the repair quoted. ********** reassured they would be there at 8:15am the following morning 9/13, no one showed up until 12:30pm. ********** mislead the entire time. The installer also failed to follow installation steps and let the nitrogen out of the lines before he was ready to braze, as defined in refrigerant connections. Pressure from installing the coil on top of the box enclosure the company installed originally put cracks in the return box which now needs to be fixed as it now ***** air in from the garage.

• Initial Complaint

  Date:08/30/2022

  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.

  Early this year, we had two new A/C units installed, and a new water heater. Included in the price was a five year service plan with the company. I was pleased with the work, and have had no problems.However I received a bill to renew my service plan. I called and explained that I had a five year plan, due to expire ****. They agreed that was so, and I asked for a copy of the service agreement. They said they would send it to me, however after 6 requests, I have still not received the service agreement. I have emailed stating that if they do not want to send my service agreement, could they refund my money. This should be so simple, but for some reason they will not comply with my request.Thank you.

  

  Business Response

  Date: 09/14/2022

  Good Afternoon,

             I am sorry this has happened I emailed you the contract and this is the email we have on file **********************. If you do not receive it please contact me at the office my name is ***** ************.