Air Conditioning Contractors
Around the Clock A/C Service, LLC
Complaints
This profile includes complaints for Around the Clock A/C Service, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 47 total complaints in the last 3 years.
- 8 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:05/08/2024
Type: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.
*** installed a brand new AC unit in 2022 There was a refrigerant leak and they were coming out to inspect why/where it was leaking. upon inspection, ******* from *** noted it was not the unit, but maybe the lines in the wall. another company concured. then *** sent dakota, another tech, to check on the unit and he bent the coils. ( i complained about this and my call was recorded with *********) ****** then lied about the coils having a freon leak to cover his mistake that he broke them then charged me nearly $2500 to set up a 10 year warranty and install otherwise i would not get new coils. the *** crew replace the coils and they are the ones who told me the coil was never leaking. they then found (allegedly) the leak in the wall and sealed the pipe. i send a chage back request to my credit card company for *** lying and upcharging me. but only charged back 1260 as i would use the rest paid for a 5 year warranty. *** told me they are keeping the remaining charges for their work even though i was all based on a lie and that they will never service the house again or fix the hole in the wall since i requested a charge back. ********* in the office was supposed to supply me with all notes but only sent me an invoice. she said all the calls are recorded so please listen to all of them. *** let a liar of a tech (dakota) get away with unnecessary charges and will not make sure they actually fixed my issue for all i know, i paid for a new coil that dakota broke and my old one was still under warranty anyway.i want a full refund for my remaining $1,235 and i want *** to pay for ********* to run a full inspection on my unit. this company made money based on a lie and fraudulent representation from their technician, who by the way threatened to put a lient on my house if i requested a charge back.
Business Response
Date: 05/14/2024
Unfortunately, we can not refund any monies. You did have your charge back that you received. The remaining monies are for the coil replacement (it was leaking) you can have two leaks at once and repairing the leak that was found in the wall on the lines. Just the repairing the lines its a cost of *******. I am sorry you feel you were lied to but that was not the case and you did have another repair done.Customer Answer
Date: 05/14/2024
Complaint: 21682432
I am rejecting this response because:you are disputing the chargeback and claiming I have a 10 year warranty while refusing to service the house. So your response is a blatant lie. We agreed to cancel the warranty
if you accept the charge back as is and cancel your dispute I will accept your response and put this to rest.
if you continue to try to take back the chargeback - you are acting unethically & I wont accept.
For the record: The coil was replaced based on a lie from tech Dakota which I reported to ********* in your office. ***** saw that the tech broke it and thats how I found out. It was not broken when ******* checked it out 10 days prior.
Sincerely,
*************************Business Response
Date: 05/15/2024
We have stopped the dispute of the $1260.00. That is was I said yesterdayCustomer Answer
Date: 05/15/2024
Better Business Bureau:the company still did work based on a lie and misrepresentation. Although they accepted my chargeback they have been illegally recording our phone calls. I want this on the public record.
I accept their response.
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
Date:04/30/2024
Type: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.
On 4/9/24 we paid Air Around the Clock $9495 for a new home AC system plus a 10-year service contract.In less than a week (4/14/24), the unit stopped working. We called, and they sent technician out that evening, who could not fix anything. He said another technician would have to come the following day.No one arrived until mid-afternoon, during which time we were suffering in the heat, with no AC, even though we had paid nearly $10,000 only 6 days before for a whole new system.The technician who arrived the next day (4/15/24) said that the system froze up, apparently because the installers did not install enough freon. He added freon and got the system up and running.Only 2 weeks later (4/29/24) the system stopped working again. I called for service, and a technician came out that evening. He said the system froze up again because it was low on freon. He said someone would have to come back the next day after the ice in the system melted to diagnose the problem.I called at 8am the next day (4/30/24) and, despite all the money I spent on a brand-new system that wasn't working, my service call could not be prioritized, and no one was able to arrive until mid-day.I would like this system fixed PERMANENTLY, so that it does not continue to freeze up. I shouldn't have to worry about a brand-new system constantly breaking. If you're unable to do that, then please refund my $9495 so that I can hire another contractor to replace this system with one that actually works.Business Response
Date: 04/30/2024
Good Afternoon,
We apologize for the inconvenience. We are replacing the part today to correct the problem that has been occurring. This will fix the problem and it will be in proper working order.
Customer Answer
Date: 05/01/2024
Better Business Bureau:They did replace the faulty part as promised, and so hopefully this will prevent the problem from recurring in the future. So you can close out this case with a satisfactory response from them.
If the system fails again, I reserve the right to re-open this complain or file a new one.
Thanks to BBB and to Air Around the Clock for your help.
Sincerely,
*************************Customer Answer
Date: 06/04/2024
The Air Conditioning system is again not functioning properly.
To re-iterate, I spent nearly $10,000 on a brand new Air Conditioning system with this company. The system is only 7 weeks old, and this is the THIRD time it has failed to work properly, despite them saying the last time that the issue was permanently fixed.
Business Response
Date: 06/05/2024
We do apologize for the problems you have been having with the coil. We did a repair yesterday on it and it should resolve the issue.Customer Answer
Date: 06/05/2024
Complaint: 21644488
I am rejecting this response because:You did do a timely repair yesterday; thank you for that. However, this is the 3rd or 4th time that my brand-new system has failed. Last time you told me you discovered and fixed the underlying problem, and that it wouldn't happen again. ************** do I have from you that this system (for which I paid nearly $10,000) will not fail again in a few days, or a few weeks, or a few months. I paid all this money for a brand-new system thinking that I could have 10 years of peace-of-mind, and not have to worry about anything until the system got old and outdated.
Sincerely,
*************************Initial Complaint
Date:03/14/2024
Type: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.
A/C wasn't cooling. ********* outside would only stay on for a few seconds. Called on Sunday, 3/10. Was quoted $195 for "after hours" service and as told the $195 would come off any repair costs. Tech arrived and stated he had to order the part, but it was under warrantee. Was quoted and additional $695 for shipping of the part and labor. Did not want to argue with tech about outrageous price for labor. Additionally, it was a Sunday and likely would not find a decision maker in the office.Called during the week to discuss, clearly thinking there must be an error. Girl told me that I was incorrect about the $195 coming off the repair and that the labor of $695 was correct. I have cameras around my house. The tech took less than 1 hour to replace the warranted part. Is AATC actually telling me that they charge $600 a hour!? I asked to speak with a supervisor. Girl told me that there would be no point b/c supervisor will tell me the same.We have used AATC for years. I have three A/C units in my house. How in the world can they justify a repair cost, with a part under warrantee, for $890? We did not expect the repair to be free, but a/c techs make about $20-$30 an hour. We would expect a much more reasonable bill.Business Response
Date: 03/14/2024
Good Afternoon,
Unfortunately, I was able to listen to the phone call because if our office made a mistake the we would refund the extra charge but when you called on 3/9 you were advised the extra charge for service on Sunday compared to the normal charge on Monday. You chose for us to come out after 12:00 on Sunday so therefore we can not refund the emergency charge of $195.00. When it comes to the part being replace the amount covers not just his time there ( which was almost and hour). But the time to get the part from the manufacture, return that part back to them and pay an exchange fee to the manufacture.
Customer Answer
Date: 03/14/2024
Complaint: 21432801
I am rejecting this response because: I can accept the miscommunication of the $195 not going towards the repair and being on a Sunday. However, you have got to be kidding me with a charge of $695 for less than an hours work on a part that was warranted. If the part is warranted, I have already paid for it when the unit was installed. The cost allocated in the response is ridiculous. I should be responsible for labor only. And that charge should be no where near $695. Do I need to reach out to *****************?
Sincerely,
*********************************Business Response
Date: 03/19/2024
The best we can do is give you a refund of $100.00. The price was told to you before we ordered the part and all you paid for was labor and the exchange fee.Customer Answer
Date: 03/19/2024
Complaint: 21432801
I am rejecting this response because:
It is impossible to believe that labor and exchange fee for a warranted part was $695.00 considering the labor was less than one hour. A fair credit would be at least $300.00
Sincerely,
*********************************Customer Answer
Date: 03/20/2024
I was not advised that my option was to take the $100 credit or the complaint would be closed.Customer Answer
Date: 03/20/2024
I understand. However, if I knew I had to take the )100 or nothing I wouldve taken the $100.Customer Answer
Date: 03/20/2024
I will accept the $100 credit.Customer Answer
Date: 03/20/2024
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.I will accept the $100 credit.
Sincerely,
*********************************Initial Complaint
Date:03/14/2024
Type: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.
on 09/29/23 Air Around The Clock came out to diagnose an issue with my ac handler that was leaking from what appeared to be the evaporator coil that had been put on new by another ac company, After Air around the clock diagnosed my Air Handler they stated the evaporator coil needed to be replaced again and they offered me a extended warranty and maintenance plan for $2195.00 which I agreed to, They ordered a new evaporator coil and replaced it but the issue remained and there was still a leak, They send another tech which tried to repair it but could not, they sent again another tech who ordered a new fan motor and electric board and later replaced it and issue still remained unit was still leaking, then the owner came out after several failed attempts to repair my air handler and the owner/technician modified my air handler by cutting and making a piece of sheet metal to fit in front of the ac handlers panel and this was what stopped the leak but was not a factory part, Later on they sent a tech to do maintenance and that tech removed the panel that was modified probably because truthfully it was a rigged sheet metal that really didn't belong there to begin with and is probably why this other tech removed it and left it on my garage floor, The tech never cleaned my filter or lubricated anything and I had to call Air around the clock back out the same day so that the leak would not begin again and damage my garage floor more than it was already damaged, I called later requesting a refund and they said they would 1st have to see what services and parts were replaced and then they would issue me a refund after they determined this, They never got back to me 2 weeks later I called them again making the same request and they had the service manager call me and he said that they would not be refunding me anything since they had to many man hours on this job and would not even consider the fact that all parts replaced did not resolve the issue only the modified panel.Business Response
Date: 03/14/2024
Good Afternoon,
Unfortunately due the replacement of the coil, motor and board the cost of those repairs would exceed the 10 year extended labor you purchased so we can not refund anything to you. You are correct the plate that was installed is not from the factory because they do not make anything for it. We made something to help stop the condensation problem you were having. That is also something we did not charge you for since you have the labor agreement. Then plate was not suppose to be removed during the ** you had. We did come back the same day and fixed the problem.
Customer Answer
Date: 03/19/2024
Complaint: 21431723
I am rejecting this response because: One I was told they would issue me a refund after reviewing my complaint and finding out what resolved the issue that I was having, As I told them they changed several parts for no reason and misdiagnosed my unit from the beginning as well as modifying my unit to resolve the leak my Air handler had, This is not my fault and shows lack of experience with there technicians, They also did not provide me with the correct maintenance service that they agreed to do according to there contract, I am not satisfied with there service and again I am requesting a refund, Also the service manager was very rude and unprofessional and I do not want to do business with a company like this ever again!.
Sincerely,
*********************Initial Complaint
Date:02/28/2024
Type: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.
Work not completedBusiness Response
Date: 02/29/2024
I apologize but we have not been to the property since 05/2023 and no repairs were done. You can all our office if you have any questions.Customer Answer
Date: 03/07/2024
Better Business Bureau:
I hereby retract my complaint above. The complaint has been resolved to my satisfaction.
Sincerely,
*****************************Initial Complaint
Date:01/30/2024
Type: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.
We entered into a maintenance agreement with this business for service twice a year. We paid in advance. Our AC went out on 1/26/24, so we called for emergency service and agreed to pay $175 for the service call. The technician who arrived was unable to property diagnose the issue and instead said the compressor had failed. He suggested replacing the compressor for $3,695 or the entire unit for $6,895. We declined. The next day we had another company come to evaluate the system and he determined that the thermostat was bad and it was running ********* at the same time. Cost to replace the thermostat was $150. My AC was working within 1/2 hour. I called Air Around the Clock and requested my $175 back and 1/2 of the maintenance fee we had previously paid since they were not capable to servicing our unit. They refused.Business Response
Date: 01/31/2024
Good Morning,
We would need a receipt from the other company stating what they have found. Then we could refund you the emergency service call. As for the maintenance contract they are prorated there for we could not refund part of that. Please email the receipt to *********************
Customer Answer
Date: 01/31/2024
See attachedCustomer Answer
Date: 01/31/2024
Complaint: 21222244
see attachment
Sincerely,
***************************Business Response
Date: 01/31/2024
Thank you but i was asking for the receipt form the other company stating what was doneCustomer Answer
Date: 01/31/2024
The service agreement has two service calls included. It has not expired yet and we have only had one call, so we are entitled to half of the maintenance agreement fee back since they are unable to provide proper service.Business Response
Date: 02/01/2024
The customer will be getting a refund of the ********************** charge $175.00 and $130.00 for cancelling the contract.Business Response
Date: 02/01/2024
The customer will be getting a refund of the ********************** charge $175.00 and $130.00 for cancelling the contract.Customer Answer
Date: 02/01/2024
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,
***************************Customer Answer
Date: 02/28/2024
The company agreed to settle the complaint by refunding the $175.00 we paid for their service call. It's been a month and they have not sent payment and despite two emails to the person tasked with customer **********************, no one is replying to us.Business Response
Date: 02/28/2024
We spoke with you yesterday and a check was mailed yesterdayInitial Complaint
Date:01/27/2024
Type: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 bought a new AC unit two weeks ago. It hasnt been working. They have been out 3 times and said they fixed everything. Now I just got home and it isnt working again. I live in ******* and it is hot. This is ridiculous.Business Response
Date: 01/27/2024
Good Evening,
Yes, I see the problem has been the existing drain line that has been backing up. The tech that was out today on 1/27 found the system trapped twice and it should only be once. Looks like its been that way for awhile. He removed the second one and system was draining and cooling. Please let us know if it happens again and we will send out our engineer.
Initial Complaint
Date:01/17/2024
Type: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.
We bought a NEW AC unit on/about 1/20/23. Came with a 1 year warranty. We also paid for a maintenance contract for them to fix any problems. Had difficulty obtaining a permit; unit had to be rewired into house. During that time, they were the ONLY company to service the unit. On/about 1/2/24, we asked for a service call because we are disabled and had no heat during the cold snap. A tech came out and quoted us approx. $1400 to rewire the unit. However, the company refuses to honor the warranty that covers everything. We were well within our year. They are responsible for everything regarding the unit, especially if it deals with the wiring which they performed. And now the weather is getting cold again and we are scared. We will be paying over $8000 for this AC unit that was incorrectly installed and will never provide us heat. Plus we are disabled and living on a pension. Please have them repair the *** Thank you for your help.Business Response
Date: 01/18/2024
Good Morning,
You are correct the unit does have a one year warranty with it. Unfortunately, the problem is with the existing wire that was installed with the home. We did not change the wire that feeds the unit and the maintenance plan you had (it expired on 1/13) does not cover repairs at no cost. We only replaced the unit itself not the other components i.e. drain line, ductwork, electric, etc.
Initial Complaint
Date:12/04/2023
Type: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.
A service tech added a hard start kit to the ** condenser claiming it was necessary. The kit was installed improperly resulting in a severe fire. The fire department was dispatched to contain the fire. I want a new system however the company will only replace parts. They are still not able to complete the repair. The ***************************** stated under no circumstances can the unit be repaired and must be replaced. Their own tech said the same thing today. Air Around The Clock refuses to return my email and phone calls. They have had techs here all day who are not able to fix the unit. It is unsafe and must be replaced due to their severe negligence.Customer Answer
Date: 12/04/2023
Please just drop this. The business flat out refuses to replace the unit. I received a call today and they said they will not replace it.Initial Complaint
Date:11/09/2023
Type: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.
We had our ** Unit replaced in the past 2 years. We believe AATC is negligent in their maintenance. Certainly due to the fact that they were on property last night Wednesday 11/8/2023 and Thursday 11/9/2023 to attempt to fix our ** unit. The technician from Wednesday nights call ( **********) recommended that the water lines be replaced due to the amount of corrosion inside the lines. We showed the technician our 5 year Maintenance, Compressor ,guaranteed ALL Parts and Labor warranty information. **** M stated that it really was a partial warranty and therefore we would be responsible to FOR the replacement costs on the lines - approximately $600. The night time technician was unable to fix the problem and deferred the issue to today for another appointment with AATC. This morning **** and *** came to the condo. They ran their diagnostics and proclaimed that the lines were fine but if we needed them to be changed we would be financially responsible. They opened the unit & tried to fix the ** and was not able. **** said that they would have to re-order a new heat exchange as the one currently in the unit is not properly working. They have no idea when the part would be available and we were left with out a working ** unit.We informed our management office and our manager decided to have ******************* take a look at the unit as management realized that having an indefinite wait time was unacceptable. **** performed their own diagnostics to understand the situation and their opinion was radically different than AATC. ************, in addition to the ** not working, the pipes were corroded and filled with rust and needed to be changed out, the service ports were not refastened which is a major issue, The coil in the unit IS ***** and needs to be changed, oil was leaking on the fittings. The technician from today never brought this to our attention because he was here for one problem and this was something else. In sum, shoddy work to protect AATCs bottom line- NOT GOOD!Business Response
Date: 11/22/2023
We are changing the coils when they arrive from the manufacture. The problem you are having is because of the tower and the work being performed there. We also tried bringing you temp ac but the building did not allow it. When that parts arrive we will call you to schedule the repairs.Customer Answer
Date: 11/27/2023
we absolutely appreciated the offer but could not accept the recommendation due to the following:Temp ac was not allowed because we are undergoing concrete restoration and all unit windows and doors that are currently undergoing repair are secured and locked by the contractors
we are awaiting the coils and are interested in getting an anticipated replacement time line so we can plan accordingly.
Otherwise- the company was very responsive and we are grateful for the follow up .
Customer Answer
Date: 11/29/2023
Complaint: 20850484
I am rejecting this response because:we absolutely appreciated the offer but could not accept the recommendation due to the following:Temp ac was not allowed because we are undergoing concrete restoration and all unit windows and doors that are currently undergoing repair are secured and locked by the contractors
we are awaiting the coils and are interested in getting an anticipated replacement time line so we can plan accordingly.
Otherwise- the company was very responsive and we are grateful for the follow up .
Sincerely,
******* ********************************* TintBusiness Response
Date: 11/30/2023
The *** from the factory is Dec ****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.