Complaints

This profile includes complaints for OnTime Service's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  OnTime Service

  2668 Old Rocky Ridge Rd Hoover, AL 35216-4806

  
• 

  OnTime Service

  25764 Friendship Rd Ste E Daphne, AL 36526-6720

  

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:08/28/2023

  Type:Billing 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 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

  Date: 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

  Date:06/22/2023

  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.

  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

  Date: 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 Answer

  Date: 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, ************************* ************** ***************************************************************