ComplaintsforAll Time Air Conditioning

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We called the company to request for a leak check because there was oil residue on our AC. They advised the tech will come out to check and then recommend what is needed. The tech came out and we asked for a leak check which was not done properly and then we have video and audio recording of the tech stating all leaks are fixed and then he put freon in the system. We still have a leak and the company is saying that the freon is not covered under warranty even though we paid $450 for freon that leaked out because of their negligence and improper service repair. They then said they will send out a tech for a second look but still wanted to charge us for the leak check and to refill the freon. I have a lot of evidence that this was a poor service and even have their own tech saying they hired a bunch of new guys that he has to continuously go behind to fix their errors but yet they have no ethical morals to repair and admit fault. I emailed the whole issue to them but they refuse to do what is right. I would like a refund of the service charge and a refund for the freon that leaked out since they didnt fix the issue. This is not the first time they diagnosed an issue wrong. They replaced our fan in our brand new central ac when that wasnt even the issue and we have 3 or more home visits for them to properly diagnose that. Their argument is that the leak is no in a different area which means you didnt do the proper diagnosis that we requested to begin with. It is your techs fault and we need to be covered under the warranty of you not fixing the issue. I can provide any audio/video proof to show the facts and not the lies of the company. Oh and the tech that came out for the second look left our ac taken apart and not properly mounted to the wall. He said he had to leave now so he didnt even fix what he took apart and had a poor attitude and said he left because his boss told him to leave and he has to listen to his boss.

• Initial Complaint

  11/04/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  october XX XXXX. ceiling air conditioner had water coming out of it. called all time air and was told it would cost ****** to come out and this charge would also cover a half hour of labor. the technician was here less than a half hour and he blew out the drain. they charged us ****** dollars and was told it charged ****** dollars to blow out drain. why was it not covered in the half hour of labor? all time air replaced the air conditioner in 2020 and why did they not blow out the drain line then?

  

  Business response

  11/10/2021

  Business Response /* (1000, 5, 2021/11/05) */ Per our conversation during Mr. **********'s visit to our office, Every call is recorded, every call has the same script, according to the call type. The service call fee for NONcontract members is **** PLUS REPAIR. This was clarified multiple times over the phone with the original caller, Linda. The technician explained to ***** prior to completing the job, letting her know it is the drainline, and your total price is ***** he also gave the option to only pay **** for the service of diagnosing and shopping prices with other companies to blow out the drainline. The customer declined this motion, and asked for the technician to move forward with the job, and also, proceeded to sign the invoice for services with the full payment. It wasn't until the next day we received irate phone calls and multiple visits to our place of business from Mr. **********. As far as the unit installation that was performed in November of 2019, we always blowout the drainline as a courtesy to our customers. However, the maunfacturer does recommend for a maintenance to be done every 6 months to 1 year in order prevent problems that result in charges of this nature. In the 3 years since the installation, there has not been one preventative maintenance, or service done on this unit. As a result, the drainline backed up. There has been multiple voicemails and attempts to schedule the necessary preventative services, and so these charges are valid. Consumer Response /* (3000, 7, 2021/11/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) i would like to know where the half hour of labor comes, the technician also stated the drain was not cleaned in a long, long, long time. I disagree that the drain was cleaned per the last visit in January 2020. We had many problems with this newly installed air condition I would not recommend this company to anyone. we are only asking this company to give us a reduction on the bill. Business Response /* (4000, 9, 2021/11/09) */ As stated before, we have a very thorough process of notating everything. After the install, we followed up on your experience, you were very happy with the install at that time. You did have a manufacturer defect with a coil, months later, in January, in which we happily replaced the coil, per the warranty (this was a repair, in which the problem was fixed, the drain line was not blown out). Since then, there has been no other issues with this unit. You may contact your manufacturer yourself and find out their recommendations for preventative maintenance, or 21-point tune up (which include drain line cleanings), it's every 6 months, and it is mandatory on your warranty to have a maintenance done at least once a year for the warranty to remain valid. Being that none of this was done by the homeowner and there were multiple attempts to schedule a preventative maintenance, so that you will not need these costly repairs, your warranties are no longer valid, although the warranty does not cover the drain line as it is preexisting. The **** service call fee, as stated in every call, is "the trip charge, and the first 30 minutes of labor for diagnosing (including a licensed technician to come out, and use his large investment of tools and experience to diagnose your issue) PLUS repair. All of our scripting was carefully designed to be upfront, and any questions, or clarifying needed is always provided. ***** asked multiple times during the initial call if it was **** + repair, and we confirmed that every time, including when she asked the technician. Everything was done as per our protocol. Consumer Response /* (4200, 11, 2021/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) i do not understand how the owners of this business can sleep at night! to charge ****** for half hours of work. I will do my best to get the word out or there poor practices at my sub division and my church where I got the advertisement in their bullitin.

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