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Consumer Complaints

BBB Accredited Business since 12/08/2005

OnTime Service

Phone: (205) 942-1405Fax: (205) 942-1406

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Customer Complaints Summary

1 complaint closed with BBB in last 3 years | 1 closed in last 12 months
Complaint TypeTotal Closed Complaints
Billing / Collection Issues1
Advertising / Sales Issues0
Problems with Product / Service0
Delivery Issues0
Guarantee / Warranty Issues0
Total Closed Complaints1

Complaint Breakdown by Resolution

Complaint Resolution Log (1)
08/15/2016Billing / Collection Issues | Read Complaint Details
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Complaint
Scheduled time for them to come out,but they didn't. They didn't find a problem first time and later charged for a problem found the 2nd time.
They were scheduled to come out, but had a scheduling conflict. The guy was in my area according to consumer rep., but they didn't find him so they cancelled. They said they would waive fee for coming out and came out the next day. They didn't find a problem when they came out, so they guy said he would get his boss to come out. They both came out and walked around and talked outside for 10-20 minutes. I walked outside to let them know I had to pick my child up from school. That is when the Boss left and the guy said he would need to seal up something in the attic that was taped up. He said air was escaping and needed to be sealed. He said it would be 169.00 for this service, but they charged me another 169.00 for the boss coming out. They called this an advance diagnosis. I didn't understand the charge, so I attempted to call and speak with a manager a total of 3 times. Noone has called me back and I have the same problem, yet was charged 169.00 for nothing.

Desired Settlement
I would like an explanation of charges and job finished for the 169.00 I paid. They said they would waive fee, so why wasn't this waived?

Business Response
Contact Name and Title: ***** ****** - Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: *****@ontime59.com
We dispatched a technician to the home on 7/1/16. Our technician arrived at 3:20PM and left the home at 5:13PM. The HVAC system at the home is a multi-zone system where one unit serves upstairs and downstairs. After performing a basic diagnostic the technician determined that the refrigerant charge was correct and the zone control board, equipment control board and zone dampers all had proper voltage present and appeared to be working normally. At that point the technician began performing an advanced diagnostic to determine the system capacity. He measured the feet per minute air flow and wet bulb temperature of the upstairs and downstairs supply and return vents. On 7/6/16 the technician and a supervisor returned to the home at approximately 3:30PM to review the capacity test and re-check the system. They determined that the system was performing at its full capacity. They also noted several leaks in the ductwork and gave the customer pricing to repair the ductwork. The customer chose not to repair the ductwork so the technician temporarily sealed the duct with red letter tape. The technician and supervisor were onsite approximately one hour on the 6th. We did waive our standard diagnostic fee of $59.00 due to rescheduling the service call from 6/30/16 to 7/1/16. We charged $169.00 for the advanced diagnostic and system capacity test. We quoted an additional $169.00 to properly seal the ductwork. It is possible that the customer called to question the charges but I am not aware of it. We have a written 100% satisfaction guaranty so if a customer is not satisfied we will refund all of the charges upon request.

Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
I am requesting a full refund. The 169.00 is very misleading. You knew you were going to charge 169.00 when you waived the 59.00. We had to get another company out to show us where the drip pan was leaking. The pan has been replaced and air is working properly thanks to the technicians from another company. I was charged 169.00 for another person to wrongly diagnosed the so called problem. I called several times for management to return my call and that never happened! You stayed outside my home and laughed and talked and I thought that was very unprofessional.

Industry Comparison| Chart

Electricians, Air Duct Systems, Air Conditioning Repair, Air conditioning & Heating Contractors - Residential, Heating & Air Conditioning, Heat Pumps, Contractor - Electrical, Air Conditioning Contractors & Systems

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BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.