Complaints

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:10/31/2024

  Type:Service or Repair 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 called On Time Experts, scheduled a service visit for a cleaning of my **** system for $59.99 (reg price $199) after I saw ************************** on the ****************** program. The service visit was scheduled between 12-4 on a Thursday. The day of the service I was contacted 1 hour of tech being in route. I was on another call, I merged the calls, there was music playing. On Time Experts stated "this call is to inform you the tech will arrive in one hour", I said okay and noted I would call back to get more details if needed. I went to the house (rental) to wait for the tech...no one arrived. I called OTE back and left a message on the number that called me. After waiting, I called the main number back to find that the visit was cancelled. After explaining I was waiting and checking with the tenant, it was determined a service technician could still come out but it would be another hour...after 5 PM. I confirmed that the tenant would meet the service person for the cleaning and check up. I was under the impression that the cleaning would take about 2 hours so I attended my meeting that lasted from 5-7. After my meeting I found the tech left a message, after about 30 min of arrival noting service maintenance needs of replacement of the heat exchange and cleaning of indoor coil, emergency pan, thermostat wires, or replacement of the whole system. I scheduled for the **** system to be cleaned as shown on the TV program....that did not happen. When I called OTE, speaking with D***, he explained the unit was cleaned and he had pictures. I requested the pictures, which I have not received. He offered I would not have to pay and we part as friends. However, I called the next day to request the cleaning as that is what I wanted, finding I was placed on a *********** List". This is unfair and I feel the company is running a scam as they advertise a cleaning on the TV show just to get in the home, they did not do what they advertise for my home.

  Business Response

  Date: 10/31/2024

  Scheduling errors/issues/miscommunication did in fact happen. As the confirmation call was merged and there was loud music in the background our dispatcher interpreted the comment from Ms. ****** being on the phone with another company and "I'll call you back" as a cancellation of the appointment. We did reset and made it out that evening and our technician was there to perform our maintenance. As part of our maintenance our commitment is to pull and clean the blower system located in the furnace which was done, having pulled out the blower assembly is how we determined the coil would need additional cleaning and this is also how we found the concerns with the heat exchanger. That being said, there were a list of concerns that we tried to relay at the time of the visit but were unsuccessful. The next day during my conversation with Ms. ****** I felt it best, given how much we let her down initially with the misunderstanding of schedule and her disappointment/question of our integrity of whether or not our technician fulfilled our commitment of service, I offered to waive our maintenance fee ($59) that had yet to been paid up to that point to allow her to find a company to better serve her and her home. I did state my intentions at that time as such. At this point, there is no balance due and no expectation to seek payment in an effort to kindly part ways. I've also attached the picture that was emailed to Ms. ****** of the blower assembly having been removed for cleaning as well as out $0 ($199 value) invoice for services rendered. 

  Business Response

  Date: 11/14/2024

  This response was posted on 10/31 unsure why this is still pending as if we have not responded. Please see below.

   

  Scheduling errors/issues/miscommunication did in fact happen. As the confirmation call was merged and there was loud music in the background our dispatcher interpreted the comment from Ms. ****** being on the phone with another company and "I'll call you back" as a cancellation of the appointment. We did reset and made it out that evening and our technician was there to perform our maintenance. As part of our maintenance our commitment is to pull and clean the blower system located in the furnace which was done, having pulled out the blower assembly is how we determined the coil would need additional cleaning and this is also how we found the concerns with the heat exchanger. That being said, there were a list of concerns that we tried to relay at the time of the visit but were unsuccessful. The next day during my conversation with Ms. ****** I felt it best, given how much we let her down initially with the misunderstanding of schedule and her disappointment/question of our integrity of whether or not our technician fulfilled our commitment of service, I offered to waive our maintenance fee ($59) that had yet to been paid up to that point to allow her to find a company to better serve her and her home. I did state my intentions at that time as such. At this point, there is no balance due and no expectation to seek payment in an effort to kindly part ways. I've also attached the picture that was emailed to Ms. ****** of the blower assembly having been removed for cleaning as well as out $0 ($199 value) invoice for services rendered. 

  Customer Answer

  Date: 11/15/2024

  I am rejecting this response because:   On-Time Experts is a dishonest company.  Since my ordeal with the company, I hired another company to repair/replace the heat exchanger based on the recommendation of On Time Experts.  I was told that the heat exchange was not cracked and pasted all test to ensure there is no carbon/gas fumes in the home.  Also, I was informed that the wiring was fine.  The overall furnace is working fine.  I believe On Time Experts is using the advertisement on the Good Morning Texas TV show to get into customers home to make unnecessary repairs to make a profit.  Also, when the offer was made to waive the $59.00 charge, I noted that I wanted to ensure the unit was cleaned as that was why I made the service request...I did not mind paying.  So, that is why I called back to request the service again, that is when I found out I was on the ********** List.  II did not interpret the managers words of "I will waive the fee and we can part friends" as I would be on a no service list.   suppose I am on that list because I am a person that hold companies accountable for the work requested.  Well, with that said, based on assessment from another **** company I do not have a cracked heat exchange....that lets me know On Time Experts is a scam.  I suggest that others stay away from On Time Experts. 

  Customer Answer

  Date: 11/25/2024

  I am rejecting this response because:   The company is a scammer.  I have had two companies check the system, both say there is not a crack in the heat exchange.  It is so sad that On Time Experts are scamming customers.  Below is the report from the last company, just performed today.

  Service History
  11/25/2024 2:42:19 PM: No mechanical failures found. Pull blower assembly to check heat exchanger. No cracks found. No service fee is due

• Initial Complaint

  Date:10/01/2024

  Type:Product 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.

  I called On Time Experts on August 8, 3024, because my home air wasnt cooling as well as it should. ****** came out on the same day and looked at the unit and informed me that he could not add Freon because they dont make it anymore for it. My unit was a 3 ton that originally was installed in 1995. ***** advised me that I needed a new ***** We discussed a 4 ton because the square footage of my home 1930 sq ft needed a 4 ton according to *****. My furnace was a 4 ton, so ***** said that way they would match in size capacity. We agreed that a 4 ton would be installed and he quoted me a new HVAC would be *********. Because of credit issues beyond our control I advised ***** that my credit may not qualify us for financing. ***** asked me if my children could co-sign and I said I would not ask my children. So ***** advised me of another option so I applied and was able to get financing. My new HVAC was installed on 8/9/2024. I was leaving for ******** on 8/10/2024 for a month and wouldnt return until 9/11/2024. When I retuned I printed all my paperwork from On Time Experts and the financing company and noticed that the paperwork showed a 3 ton unit was installed instead of the 4 ton that we had discussed. I called On Time Experts on 9/11/2024 and requested someone call me back to discuss the issue. Nobody called me back so I called On Time Experts again on 9/11/2024 and left another message. ***** called me back from his cell phone and I spoke with him about the ***** He started yelling at me and said that I was lying and that I was messing with his daughters lively hood. I asked ***** to get someone else to call me but nobody ever did. On 9/13/2024 I called On Time Experts again to speak with the owner ***** ***** and left a message again and I am still waiting for a call back on 10/1/2024 and nothing yet. After receiving my paperwork the price changed from ****** to ********* and a rebate of $4,335.00 and a balance of ********* ***** never discussed this price.

  Business Response

  Date: 10/22/2024

  Client was called on 10/18 at 12:09pm and 10/22 at 10:34am however there was no response. A voicemail was left inviting client to call us back at ************ to reach a resolve to her complaint, but so far all attempts to reach out to her have failed. 

  Customer Answer

  Date: 10/22/2024

  I am rejecting this response because: I'm sorry but this response is inaccurate, After many phone attempts to resolve the issue have failed. The only number you can call is the ************ which is the number to reach a scheduling person. I have made calls to OnTime Experts in good faith to resolve my issue.  They don't call back, my friend tried to call to help me because they don't call me back. She asked to speak to the owner and Glory the clerk would not give her any help on giving her the number for the Owner.  My friend wrote a negative comment on ****** as far as their customer service.  Later that afternoon **** tried to call me but I was away from my phone.  I saw that I missed a call so I called **** back.  He is like the other technician ******* he did nothing to resolve the issue, he yelled at me at that time I hung the phone because I will not be treated so rudely by anyone.  

  On Time Experts has NOT called me on on 10/18/24 or 10/22/24.  I have my phone records to prove and I did not receive a call from them or better yet a voicemail.  I feel that they are not acting in Good Faith so I will have to pursue a lawsuit against On Time Experts.  All I want is for them to make their verbal agreement right.  ****** knows what was discussed that day on 8/10/2024 and he knows we discussed a 4 ton. My husband and I expected them to keep our agreement and thats all I want.  My unit was installed late into the night on 9/9/2024, ****** knew we were going to ******** early Sunday morning and we would be gone until 9/11/2024. It's then that I printed all the documents they sent me after the unit was installed and noticed that the 3 on the contract was a 3 ton and not the 4 ton we agreed to.  There is no way a person is going to pay ********* for a 3 ton hvac only.  Our 4 ton furnace was in good shape so ****** said I didn't need a furnace.  I AM NOT ASKING FOR ANYTHING FREE BUT I WANT WHAT WE SPOKE ABOUT AND AGREED TO: 4 TON UNIT 

  Thank you,

  ******* Benavidez 

  Business Response

  Date: 10/22/2024

  To confirm, the final sales price and you're commitment was indeed for $10,000. As for a remedy, our goal is to have this resolved as quickly as possible given our original install date of 8/9/24. Is there a day and time we can arrange for management to reach out?

  Business Response

  Date: 10/29/2024

  Ms. ******* has spoken with our sales Manager and a remedy has been met. Client has been asked to call in to schedule return visit upon her return from out of state. 

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair 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.

  My installation of my water heater with the available attachments.

  Business Response

  Date: 10/05/2024

  Visit arranged by plumbing manager for 10/8 to see what all is the matter and how we can proceed 

• Initial Complaint

  Date:09/03/2024

  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.

  8/23/24. Out 24 yr brick home has exterior faucet that would not shut off that day. Being Friday I called our HVAC repair ** On Time that had serviced our HVAC in May at $5,000.00 also noting we would have member fees for any future service . No Estmate Allowed prior to arriving, est was given on site $495.00 We felt we had no other choice but to repair faucet. Other calls to local Plumbing Scv said Same thing, NO GENERAL ESTMATE without **ming out! I timed the On Time scv man and at total of 13 minutes he was **mpleted and in his truck and sent this bill. We are totally frustrated at this price Also on research on web. Asked do plumbers charge by hour or job? The answer is some Chg by hour but example of by the job a large job may **st $125.00 to $350.00 ( see screen shot **py) Professional home services have customers on a hook, like some ******************** services Please review them and help I called a **uple of times and only got to talk with call center, no reply from a decision maker or **urtesy of call. We are an elderly **uple my husband has disabled veteran rating and only looking for a fair price especially for a small 15 minute job Respectfully thank BBB for your support. Customers need a voice without hiring an attorney ***** *** ****** ************

  Business Response

  Date: 09/04/2024

  We reached out to the customer at approx. 9:50 am on 9/4 and left a voicemail requesting a call back to discuss their situation and to find a resolve. 

  Customer Answer

  Date: 09/04/2024

  Tuesday Sept 4,2024 

       On Time plumbing manager **** ****** called me this morning, we may have worked a resolution that I will accept.  He says On Time will process a Refund of ($370.00) of the 

  $495.00 paid by **** CC on 

  August 29,2024. 
  I will notify BBB after I receive a valid refund.   
  ***** ******

  Customer Answer

  Date: 09/11/2024

  Sept ******* 

     Update On Time plumb mgr 

  After couple calls on Aug 30 th & no reply from anyone, on Sept 3 I filed Cimplaint BBB unfair pricing 

  On morning Sept 4,

  **** ****** called/left msg to call him regard facuet replaced Aug 30, 2024 

  I called him back immediately & expressed service was exorbitantly over priced!  We discussed  settlement I agreed upon $125.00 total amount 

  Mr ****** replied & agreed to Refund our credit card ($370.00).  Says upon return to office will do so and send me confirmation , I updated my claim ******** again on following Friday 9/6/24

  I called On Time **** ****** on phone# he reached me, left msg with 2 females and a reply text to his original text, to contact me.

  Today Sept ******* STILL NO REPLY,  please help me to bring this to resolution!  Im attaching screenshot of our faucet repair , and a pic of same faucet ( freezer proof) at ********** approx $47 to $55.00   LABOR twice charge of supply is more fair than 9 times cost of faucet. 
      Thanks again 

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

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

   

• Initial Complaint

  Date:07/25/2024

  Type:Service or Repair 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 paid them $10,000 to replace the inside and outside ac unit on 6-21-23. This product came with a warranty, and they will not honor it. They are tryig to charge me to replace unit.

  Business Response

  Date: 07/26/2024

  I spoke to the client and informed him that we had received his BBB complaint. The last time we worked on this system was June 12, 2024. During this visit, we replaced the compressor and filter dryer and filled the system with refrigerant at no cost to the client. The day after the repair on June 13, 2024, ******************** called in to say that the system was not cooling again. Upon inspection, it was identified that someone had unscrewed the locking caps on the condenser and proceeded to remove the refrigerant in what appeared to be an attempt to get high. It's my understanding that ******************** is the property manager of this property and was not surprised at what had occurred. We offered to recharge the system with refrigerant, but ******************** declined as he thought the cost of the refrigerant should be covered under warranty. I spoke to ******************** on July 26, 2024, and let him know that he has a warranty registered with the manufacturer and that he could call any company that works on HVAC systems, but that instances of vandalism would not be covered. The client said he understood, and we ended the conversation.
  
  

• Initial Complaint

  Date:05/24/2024

  Type:Service or Repair 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.

  Initial instillation of a brand new heating and AC unit was **** of 2022. Every three months something goes wrong with the unit. Decemer ******************************************************************** the attic. The condensate line was never connected and the heating system installation was never completed. They did come out and repair this and covered the expenses for the ceiling repair and of course finished the heating install.... or so we thought. But May 18 2024 the ceiling in the same location above the shower in the same bathroom collapses. This time the size of the damage is triple the size. Now they come out and state the condensate line was too short and the vibration from the unit "wiggled" it loose and it was a bad glue job. Now in addition to this we have had the thermostat go out, the fan has stopped working, and a capacitor relay went out. The relay capacitor went out three weeks ago a tech came out and fixed that. And now three weeks later the ceiling collapses again!!!. With this many issues how can I not be worried of absolute system failure or collapse after the "warranty" expires. I have requested a manager but have yet to be contacted. Don't leave the people in the field that are taking my calls to accept this failure, this needs to be addressed by a manager and owner. The time I have had to take off work and the damages done to my home are not acceptable. Two years after the initial install and we are still not up and running safely. Replace or have an actual instillation tech to reinstall a brand new unit--- not a 1099 company hired to install and then On Time just continually comes out to fix their mistakes.

  Business Response

  Date: 05/29/2024

  The timing of this complaint seems a bit odd, and may have been filed prior to our conversation with the Client on 5/24. Though there are issues, the Client spoke with our service manager on Friday 5/24 and an appointment was scheduled, with the client's approval for us to come out on June 1st to correct the drain issue and steps have been made to have water damage restoration done post that repair date. At this point On Time Experts has no further actions we can take until issue and restoration has been completed. Client is welcomed to call at anytime to discuss their concerns.  

• Initial Complaint

  Date:05/03/2024

  Type:Product 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.

  I hired On Time Experts, in January this year, to do a standard routine maintenance on my HVAC for summer. They had a special of ***** for the work. The tech stated that the unit in my attic is "good" and working properly but, has some cosmetic issues. All that was needed was a filter ($30) change. In March, upon using the A/C, I came home to water dripping from my ceiling in multiple locations. I then had to have another company out to fix. ******** ***************** Services informed me that a drain line was left unattached and water pooled causing the multiple leaks. ******** stated, either the line was left unattached or mistakenly detached while moving around. I did NOT inform him of prior work until his findings. It cost me $250 because it was a maintenance issue, that I paid On Time to do, and my warranty wouldn't cover it. I spoke to **************** (Manager). He said they would take care of the damage and refund the work IN WRITING. He did repaint the ceiling but, denied my refund. They DID NOT check for moisture or mold, which is standard for leaks. They only painted and **************** felt this was adequate but, after our conversation, he said they would refund me in 7 days. It is now the 14th day without resolution. I sent ********** findings and ENCOURAGED, up to BEGGED, for **************** to speak to them so that it could credit OR discredit my story. It would work both ways. I still urge him to do that, as this is not a scam. He refused and attempted to blame the leak on cosmetic issues with my unit and proceeded to further sell me products! ******** said, the cosmetics wasn't the issue but, It would be a good idea to fix those issues. ******** said it was simply the unattached line and some one caused it. ONLY On Time Experts have touched that unit since 1/2020 and I had NO issue, for 3 *******, before On Time Expert's visit but, multiple leaks after. **************** has an interest in the outcome so, I expect the misplacement of blame from this claim. Have a great day!

  Business Response

  Date: 05/06/2024

  Client was refunded agreed amount in addition to having paid for the ceiling to be repainted; a phone call was placed to follow up today confirming the refund was received

  Customer Answer

  Date: 05/08/2024

  I have reviewed the business response and accept this resolution. 

• Initial Complaint

  Date:01/14/2023

  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.

  On Saturday Jan 7th 2023, i called a plumber, the first plumber i called could not come out until wed of the following week, so i called the ontime experts because they advertise a same day service guarantee. i spoke to a lady and she said they could not come out until the next day. ( so false promise #1) i set it up as it was still faster than anyone else i thought i could get to come out. the plumber told us we needed to replace the shower handle and he would order the part and put it in the next day which was Monday after 4. at about 5:30, o called them as ***** had called me and ***** had shown up. I spoke to a person who had told me there were no notes on the account but she would have the plumber get back to me. 2 hours later at about 8 pm, the plumber calls and explains they sent him the wrong part and he would get the correct one and come the next day. this was fine with me except not communicating with me. well, the next day ***** called or came by to fix it. i called after 6:30 and they told me they would have a manager call me within the hour. ***** called that night so i called in the morning wed and they said they would have a manager call me. this time i waited until friday and called in the afternoon and was promised a call within the hour. noine called. i called saturday and they said no manager was on duty as it was the weekend. since ***** was calling me back and i had asked if there was a number of a manager i could call directly, they said there was not a number they knew. at this point, i had no recourse to get my money back so i let them know i would be complaining.

  Business Response

  Date: 01/17/2023

  We resolved ******************* issue and *************** is now satisfied

  Customer Answer

  Date: 01/18/2023

  (The consumer indicated he/she ACCEPTED the response from the business.)
  thwy contacted me and resolved the issue by fixing the shower and not charging me. unfortunately, this situation happened, but the rezponse was good and professional by ************************* their plumbing manager

• Initial Complaint

  Date:10/19/2022

  Type:Product 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.

  We had On Time Experts to our house on 7/10/22 - invoice #XXXXXXX - Job # XXXXXXX. We paid $410 for the visit & for a Dual Run Capacitor. We had initially signed up as Veteran & Nurse members - so our visit was free. Our A/C had another issue & this company wasn't able to come out until the next day. Our unit is 10 years old. The repair person made it sound like our system was going to need to be replaced in a year. It looks amazing & runs pretty well. Fast forward to today, my heater is not working, find out it is because the service person TURNED OFF our gas to the HEATER during the summer. Alos, not sure if the technician messed with my ignition. There was no need to do that whatsoever. My mom used to use this company & they found issues every time they did a service on their unit. This practice is ridiculous & a scam. I cannot believe the amount that HVAC companies charge and the amount of markup that goes into a $25 part & charges $410. I will never have this company or its employee's near my HVAC systems again & make sure that none of my friends use this company again.

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2022/10/27) */
  "We have reached out multiple times seeking to resolve with the client. We are committed to ensuring the client is 100% satisfied and encourage the client to reach out to us as soon as possible so we can fulfill that commitment."
  
  
  Consumer Response /* (3000, 7, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  First of all, the owner ****, called once & left a voice mail message. This was the day after I filed the complaint. Secondly, I called and left him a voice mail message on Friday 10/28 and have not had a response back as of 11/2/2022. I don't agree with the term "multiple attempts" when there was only 1 attempt made in resolution. Thirdly, I had another company that came out to repair my heater and was waiting to see what this technician had to say. Fourthly, On Time Experts intended to charge us $550 to repair a condenser; the part only costs $70. The labor to do that repair should be another $70. Max, the repair should cost $200. It is unethical for a company to mark up an item by almost 686%. I understand that you need to make a profit but 686% is absurd. On the flip side of that coin, when you market yourself to be Veteran & First Responder friendly and then take advantage of them and their pocketbook. I don't think that is morally or ethically upstanding for a company to take advantage of this population. Also, all of the things that our technician said that could/would/potentially happen to our system did end up happening. Then, when they did happen, I called to have someone come fix it and couldn't get someone out when it was still 105 degrees out to our home to fix the system. Fortune teller? Sounds awfully suspicious to me & my husband that is an engineer.
  
  
  Business Response /* (4000, 9, 2022/11/03) */
  Thank you ****** for allowing me to provide a solution to your original complaint. I refunded client's money for the repair as wish to provide 100% resolution to our clients no matter what it takes. We appreciate the opportunity to make it right.