ComplaintsforOnTime Service

• Initial Complaint

  08/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have paid them for multiple services over the past 5 years. When they told me my **** was irreparable, I paid them over $14K for a new **** three years ago with "On Time" service. The **** keeps breaking. The number they gave me goes to a full voicemail inbox. My family has given up on their false promises at this point. I just want people to know they are not to be trusted. "

  

  Business response

  09/22/2023

  ****, we have attempted to phone you several times but haven't received any return calls.  I'm not sure of the number you are calling that has the full mailbox.  But I do know how frustrating that is.  Would you do this, please?  Call ************ and tell the customer ********************** rep your name.  Then, ask to speak to ***********  He is expecting your call.  As soon as I hit SEND to this response to you, I will walk over to our call center and tell our team there you will be calling.  We are very eager to resolve the issue and hope you will call us soon.  

• Initial Complaint

  06/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is based upon the interactions I had with this company and my opinion, based upon my experience and observations.The Good: Two years ago or so OnTime ran electrical to my wife's she shed. It was above ground and required a mast on the house and a mast on the she-shed. OnTime had the best price compared to three other contractors that I received bids from. The installation was indeed on time and went smoothly.The Bad: A few weeks ago we had a minor wind issue. The wind did not cause ANY other damage on my property. No limbs of any size came down (just a few twigs) and we have tons of trees, so it could not have been that big a wind. However, both of the masts holding the power line to the house and the she shed came down over my driveway and it was clear that not enough supports / brackets were used to attach the mast to the house. On the up side, OnTime had a crew out to assess a few hours after my call.The Ugly: Even though it was obvious that the masts falling were due to the initial installer not adding enough supports to the masts, OnTime charged me over $2000.00 for the repair. In case that was not clear, they charged me two grand to fix a problem that they caused by not adding enough supports in the first place.Take Away: All of the people I dealt with were nice and on time, but this company DID NOT STAND BEHIND ITS WORK IN MY CASE AND IT COST ME OVER TWO GRAND!

  

  Business response

  07/07/2023

  After fully investigating the work we decided to issue a full refund of the charges. It's impossible to know exactly why the failure occurred, workmanship, parts failure or wind damage. Given that it could have been the result of workmanship or parts we issued the refund.

  Customer response

  07/10/2023

  Hello, Regarding complaint Complaint ID: ********, the vendor has refunded my payment which was my desired outcome. They were also very nice and apologetic about it. Please remove my complaint or if that is not possible, add that the vendor did the right thing, and that I would used the vendor again if needed. Thank you and best regards, ************************* ************** ***************************************************************

• Initial Complaint

  09/15/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Initial call was due to gases from toilet. Diagnosis was two toilets which were unsealed. Advised both would need to be reset. Once toilets were removed we were advised it would be a good idea to replace both toilets due to age. Inquired as to there were concerns around the functionality, and was told there wasn't, however, there was corrosion. The plumbers ended up replacing pipe in the basement but wouldn't advise what happened. We paid more than $900 to have two toilets reset. The next day we noticed there was still a smell and water pressure was low. Not long after we noticed a drip in the basement in a different location in which pipes were replaced. Called OnTime and they sent someone out. Over the course of several months we've had plumbers out who repaired a leak in the basement, reset one of the toilets and replaced the flange again, and ran a line to clean out a pipe that was backed up. We still have not had resolution regarding 4 issues and I have called 6 times, no reply.

  

  Business response

  09/30/2021

  Business Response /* (1000, 5, 2021/09/16) */ OnTime Service apologizes for the delay in resolving this customer's concern. Due to an internal clerical issue we were attempting to contact the customer through an incorrect phone number. This issue has been resolved. Our Plumbing Manager is scheduled to go to the residence Friday 9/17/2021 to investigate the issue and create a plan for resolution. Consumer Response /* (3000, 7, 2021/09/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called four times leaving a valid phone number each time. My husband has consistently received texts from the company regarding service. They are scheduled to come out on Friday morning of this week.'I'd like to follow up after visit is complete.

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