ComplaintsforAround the Clock A/C Service, LLC

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I CONT**TED AIR AROUND THE CLOCK TO FIND AOUT WHY MY RESIDENTAIL ** NOT *******, COOL,. SO I WAS ADVISED OVER THE ***** THAT THERE WOULD BE A $95 CHARGE FOR DIAGNOSTICS. SO THE EMPLOYEE NAMED ***** CAME TO MY HOME, WENT ON THE **** AND CALEED ME STATING THAT THE ** NEEDED ****** I AGRRED TO THE CHARGE,THINKING IT WOULD SOLVE MY PROBLEM SO I PAID HIM $595. ONCE HE GOT FINISHED PUTTING THE ****** MY HOME STILL WASN'T COOLING.WHEN HE CAME DOWN HE THEN QUOTED PRICES FOR A WHOLE NEW A/C ****.ONCE HE LEFT, I CONT**TED THE OFFICE AND TOLD THEM HE DIAGNOSED THE **** NEEDING ******AND MY ** WAS WORSE THEN BEFORE HE WENT ON THE ****. SO THE SUPERVISOR OF ***** DIDNT HAVE ANY COMPREHENSION OF MY PROBLEM WITH THE COLLECTION ,AND QUOTE OF *****;

  

  Business response

  07/14/2024

  When we were there we advised you if the charge for the Freon and where the leak was located. We then you have you the options of replacing the coil or entire system. You told us you were going to do just the Freon for now and we advised you there is warranty on that because the Freon will leak out. If the system is not cooling please call our office with what youd like to have done. 

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The original AC unit was placed in my parents home in 2020. In October of 2023 we purchased the home from my parents. March 29th 2024 we had a regular scheduled preventative maintenance on our unit. Since then we have had NOTHING but problems. We have had 19 service calls and 4 times I have been left with no air conditioning. I have 3 kids one of them only being born 5/6/24. Not only has this been extremely frustrating but has become an unsafe sleep environment for my newborn. Our unit does not cool properly and the humidity in our home ranges anywhere from 68-80%. I am risking mold build up, our doors, baseboards and crown molding have all expanded. We are now being told we need a model plug for the control board which they replaced 2 separate times since march. The model plug is supposed to be removed from the original board and put on to the new one. The technician that came out originally to replace the board threw away the model plug. This piece is back ordered with no estimated time of delivery. Tonight (6/21/24) my air conditioner yet again stopped working. When we called for service they said they refuse to send out a technician until the part comes in and they can not give us a delivery date. I have now yet again had to pack up my 3 children (all under 5) with no return date to go home. We have dealt with rude, non compassionate staff this whole process and I want this nightmare to end! I would like a refund for this unit so I can finally replace this and be done with this horrible, inconsiderate company.

  

  Business response

  06/22/2024

  Unfortunately the memory card for the board is back ordered from the factory. The reason for the many service calls is we tried to do other things to get it running properly with out it but unfortunately it does need that part. When you replace the board that piece is suppose to be replaced but they did not have it. We have put a rush order and we advised you it will be ***** days from 6/15. Hopefully it will come sooner and we can not be refunding any monies from the install 4 years ago

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Around The Clock installed a NEW AC unit in my home March-April of 2021. A year later, May 2022, the unit had a leak and I had to pay the company to come out and fix it. May 11, 2024, the unit is leaked AGAIN and I was told I had the pay again for the issue to be fixed, which I did. June 8, 2024, the unit isnt blowing cold air for the third time since been installed. I just got off the phone with Air Around The Clock and I was told I would have to pay $195 service fee just for someone to come out and diagnosis the issue, which is ridiculous because Ive already paid them enough money. I want the issue to be resolved permanently!!

  

  Business response

  06/09/2024

  We are sorry but our records show us there last in May of 2022. It is after hours when you called yesterday. If youd like someone to come on Monday there would be the normal charge

  Customer response

  06/10/2024

   
  Complaint: 21821897
  
  I am rejecting this response because:
  
  Sincerely,
  
  Ambrosia Blue

• Initial Complaint

  06/08/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  notice they only respond to positive but wanted to post this anyway to warn people. Wish we could give less stars. Never had issues with our A/C. Signed a maintainance contract with them and had our first visit. After 5 mins of being at our home they tried to get us to sign a 10 year contract with them for a few thousand dollars. The workers were at our house for 10 mins and never did anything with the inside a/c including even opening it or blowing out or cleaning the drain pipe but also wanted to up sell us. Now after the service we ar having issues with the a/c freezing up. Contacted their office and still have not gotten a response. Funny how we never had issues with our a/c but after one visit where we did not purchase any of the other services they were trying to sell us our a/c is now having major issues and no one will respond to us. Now we have continued issues with the a/c freezing up that we never had before and the unit is less than 5 years.

  

  Business response

  06/08/2024

  We have that we there last in march for a maintenance and you purchased an extended labor warranty. But we no records of you calling for an issue. We will have out office call you if youre having a problem 

  Customer response

  06/10/2024

   
  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted Air Around the Clock (AAC) to troubleshoot a non-cooling problem with my ac. The technician came out, but didn't do any checks. He looked at my air handler and took a picture. Then we went to the backyard to examine the compressor. He removed the cover and stated that my compressor had failed. He stated that I could pur have a new capacitor for @350 and then get a Jumpstart for another $400 but there is no guarantee that will work. I asked how did he know this when he had not performed any checks, just visuals. I was standing right there and I did not see him hook up anything. I checked the ring camera in my garden and still could not see him attach any gages to the compressor. I continued to ask how could he tell what the problem was if no checks. He removed the fuse from the fuse box and turned it around. This stopped all power to the unit??? Then he quoted me prices for replacing the compressor and the air handler. Who is going to purchase anything like this based on a visual? I called the office and asked ********* to speak with a manager. She stated that a manger would contact me Monday morning, but in the meantime I owed the $95 service charge just because ************** came to my house. I explained that no service was performed. I have had a complete AC system installed by AAC before with no problem. BTW who is going to pay $350 for a $50 part. Is this just a bad employee or has something very wrong happened to this company? I'm calling another company to confirm this visual diagnosis with some actual Checks. If it turns out this was some sort of shake down then I should owe nothing. I am a retired Chieh Electronics Technician USCG and I have NEVER seen anyone diagnose a problem by *******.

  

  Business response

  06/08/2024

  The technician did find a bad capacitor and recommend a start kit to help the compressor to turn on. He is correct that he does not know if it will start after putting the parts in. He has to advise you of the cost before doing any work. Just as we advised if the service charge before we came there to check the system. That fee is due and we are here if youd like to have the repair done. 

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Air Around the Clock caused $2,300 in water damage when their technician damaged a pvc pipe on my downstairs unit. They sent the vendor that calculated the damaged. They now claim the tech never touched the downstairs unit which he did and I saw with my own eye. **** their service manager refuses to cover and hung up on me. I have video of damage as well as the cracked pvc shooting water out. I also have full service maintenance contracts.

  

  Business response

  06/04/2024

  Good Afternoon,

          We were there on 5/28 for the upstairs unit not cooling. We did replace some parts on the unit outside, changed an extremely dirty filter and cleaned the drain line. The problem you had on 6/3 is with the downstairs unit and it's drain line being cracked. We did not look at the the downstairs unit when we there on 5/28 and we can be responsible for ant problems you may have with that unit.

  Customer response

  06/04/2024

   
  Complaint: 21800018
  
  I am rejecting this response because:  The tech physically checked the downstairs unit I was present when he did so. I am shocked that **** from Air Around is calling me a liar  who actually hung up on me.  The tech stated he would replace the filter as he pulled the filter out and I than went into the garage to get the filters that I purchased previously from Air Around the Clock.  I had no water leak or damage until after the 5/28 visit from their technician.  There tech opened the door to the air handler and I don't know what he actually did cause I was not looking over his shoulder.  I was to the side.  However after his visit we started seeing water in the garage which we originally thought was a water heater which I ended up buying a new one.  The installer confirmed that the water heater was not damaged or leaking.

  I have video of the leak which is not in an acceptable format for BBB bur was sent to Air Around the Clock via their ******** messanger.  Their tech today looked at the video and agreed if the first tech opened the door which **** from Air Around the clock comfirmed he had to see if their was an exisiting leak and offer to repair it.  If it was not leaking than why did it start after his visit.  Not me but that is what their techs are saying as well as other industry people in the field.

  It is shocking that Air Around the Clock does not stand behind their product and their techs as I read more and more bad reviews on this company.  Also how does a dirty filter crack a PVC pipe.  Someone moving the pipe aggressively can cause this.  Again not my words but their staff and others in the industry.  I am only looking for them to cover the cost of their vendor to correct the water damage.  I ask that Air around the clock share this complaint with **** their owner per Sunbiz.org to see what his input is since  this is his company and would like to hear his opinion.  

  Sincerely,
  

  
  *********************

  

  Business response

  06/05/2024

  Again, we were for the upstairs unit not the downstairs. Him changing the filter for you as a courtesy will not crack a pvc drain line. The part that it cracked is almost behind the unit no where near where the filter is changed. We can fix the problem for you but we are not responsible for any damages

  Customer response

  06/06/2024

   
  Complaint: 21800018
  
  I am rejecting this response because: The last two techs that came out from Air Around the Clock stated that if he opened the door to the unit and the leak was already present he should have identified it.  There was no leak downstairs until after he left and with my own eyes he touched the unit.  So it is my word against an employee with less than 1 year experience (per 2nd tech) that is trying to cover his a** and not lose his job.  Was this referred to the business owner for his opinion as previously asked?  Second will Air Around the Clock provide their liability insurance so I can file a claim against them?  Let the insurance company figure it out.  If you are thinking that I will drop this becuase the cost of legal fees compared to the damage of $2,300 you caused I will not.

  While they maintain their ******** page, they are even deleting my posts when I raise this issue.  Avoidance instead of mediation or willing to talk.   A pipe just doesn't break without touching.  
  
  Sincerely,
  
  *********************

  Customer response

  06/06/2024

  Is it possible for the BBB to get the names of the employees that came to my house as well as the Service Manager full name (****) and whoever is responding to these communications so I can include them when I file with Palm Beach County Small Claims Court.  

  This way I can document the witnesses that need to be called.

• Initial Complaint

  05/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  HI Service date March 18th 2024 after sending it flyers for $19.95 we called for service check. someone come out checked the system and said there is missing freon we were surprised but we had no chance than to believe him. he went up to the A?C for 5 minutes stated he filled up freon and it costs $ 500 . after about a day system stopped again we called them no respond we left message no respond . we called a different companies they found the issue next to the condensors. we don,t believe that he ever refilled freon or the issue. we tried to call again asking for return call no response. by e mail we let them know all about they wrong doing and complaint. after another about 10 days they informed the payment by issue a lien on our property. so we were forced to pay the amount. in between someone like a manager called me in a most aggressive form trying to sell us a new system for about $18000 which was never needed. later we got another offer for around $6500. we believe that they handling is a fraud system which you can see on the complaint handling of the last months and we want our money back immediately. The system is properly running since the second company fixed it for around $250. Those people have to be stoped for they fraudulent wrong doing and making more damage to customers

  

  Business response

  05/24/2024

  Yes we have responded to this customer about this once before. The freon was added and we have pictures of the before and after. We do not have you calling us back with any issues after 3/18. we checked the phone records. The only time we spoke with the customer is when we called them about the stop payment that was put on the check 3/28. They did advise us that they would not be paying and that is when we started lien proceedings. We did visit there other property three days later , so we are confused of there was such an issue with this property why not address it then? We will not be refunding any monies because everything was done properly.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted to install an Air conditioner and water heater but have since canceled the job and went with a company that was significantly less expensive for the same service. Air Around the Clock told me they would refund my money in 30 days (which I find unacceptable but that's a different complaint) and would charge me for the cost incurred to get the permits. I filed with the City of Sunrise to have those permits transferred to the new company since I paid for them, only to find out that Air Around the Clock voided the permits.

  

  Business response

  05/15/2024

  We are sorry but that is our company policy on refunds and permits. We did have to pay for them but you cancelled the job

• Initial Complaint

  05/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased an A/C, water heater, air duct restoration, and extended warranty with installation on May 6th, paid for by check on May 6th. I requested a refund on May 9th as I learned that the *** had a working relationship with another company that would do the same job for considerably less. AATC agreed to the refund and told me it would take a few days to process with their accounting department. I heard nothing back so I called again on May 13th (the check had been cleared) and was told that the request to cancel had been processed and I would receive my refund in 30 days. That seems excessive given the funds had cleared and the refund request had been processed.

  

  Business response

  05/14/2024

  We will be issuing a refund minus the duct cleaning you had done and the permits we pulled for the job

  Customer response

  05/14/2024

   
  Complaint: 21706777
  
  I am rejecting this response because:

  One or both of these permits were pulled after I had already canceled the work, but I won't dispute that.

  My issue is having to wait 30 days for issuance of my refund. Seems like an extremely excessive amount of time, seeing that the check cleared and you had the fund immediately,

   

  Customer response

  05/30/2024

  Company responded on 5/14: "We will be issuing a refund minus the duct cleaning you had done and the permits we pulled for the job."

  However, the company also deducted a $1,000 "restocking fee." There's no mention of a restocking fee on the contract, on the website, and was not mentioned durring conversations.

  I spoke to a customer ********************** manager who said she "understood my frustration" but refused totake any action.

  

  Business response

  05/31/2024

  WE are waiving the restocking fee

  Customer response

  06/03/2024

   
  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

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They sold me the wrong sized ac unit for my trailer and now this unit continues to run to keep up with the heat in this weather , they just wanted to make a sale !!! I purposely asked them if this unit would be right for the trailer and they said yes !!! It also was supposed to have heat and it didn't !!! They had to Order a part to put on it for the heat to work !!! They just wanted a sale and didn't care about anything else !!!

  

  Business response

  05/13/2024

  Good Morning,

      The system is the same size as you had before and we have not had a complaint of it not cooling from you? The heater was installed but it shorted out and we have ordered a new one. If you are having an issue with the cooling please contact us. So, we can not refund you the monies you are asking for.

  Customer response

  05/20/2024

   
  Complaint: 21702000
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  1.) They were told that the ac model they were replacing had blown multiple condensers and were ask if a larger unit would be better for my trailer!!!

  2.) As far as the heating goes it was Never used until late December of 2023 or early January of 2024 and Didn't work to begin with,  so How could it of possibly been shorted out ??? 

  3.) When I tried to get a hold of your company about the Air continually running,  I was hung up on and I tried to get a hold of you on ******** with no response!!! 

  4.) This just goes to show me that you Don't know what you are talking about continueslly  !!! Also that you ,Air around the clock,  are trying to save face by covering up your mistakes!!!

  5.) So either replace the ac unit or refund me the purchase price as you aren't worthy of any other desired thing...

  

  Business response

  05/21/2024

  The heater just went bad for no reason at all other than it is a part and they do break. There is such an thing as going to big for an a/c and the size you have is proper for the size of the mobile home. We do not have you calling us for any problems with the cooling. You are under full warranty and it is no cost to you to have us check it if there is a problem. Please call our office or respond through this channel if you would like it looked at. We can not refund any monies without checking the unit.

  Customer response

  05/22/2024

   
  Complaint: 21702000
  
  I am rejecting this response because:
  They keep hanging up and no response from them on this matter  !!! And as far as no one contacting them that is a LIE !!! My daughter tried to get a hold of them for me as I am very I'll and they didn't respond 
  Sincerely,
  
  ***********************

  Customer response

  05/23/2024

  The ONLY PEOPLE THAT YOU LOOK OUT FOR IS THE FRIGGING COMPANIES  !!! WHY ARE YOU STILL IN BUSINESS YOURSELF  ??? They Did NOTHING BUT LIE AND YOU AWARD THEM ON THEIR BEHAVIOR  !!! I will make sure to call the Governor about you 

  Customer response

  05/23/2024

  The BBB is ONLY worried about whoever pays for the service and NOT the  consumer  !!! The BBB is a fraud and if you as a consumer don't pay for their services they could careless about your problem  !!! So they shouldn't even be around!!! They're ONLY WORKING FOR THE COMPANIES THAT THEY GET PAID FOR !!! 

*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. ↩