Complaints

• Initial Complaint

  12/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a brand new Rheem Ac for my small condo from Air Around the Clock last May. Top of the line, they said. It stopped working in August. Service man came and "fixed" it. Needed more coolant, he said. He told me it was all good. Now, December, it is not cooling again. Thermostat at 70, house at 75. Now waiting for another service man. This should not be happening. I come here every few weeks for vacation. I keep the system at 78 when away. Hardly using it .My apartment minder is here every 2 weeks. I am wasting my precious vacation time waiting for a repairman. *****. And fear this is not the end of it. I wish I had bought from someone else. The fact that they "fix" it is meaningless when it breaks down this often, costing me time and aggravation. I have central air in my NY home 15 years, never broke down once. Are they selling rebuilt units as new? Just asking.

  

  Business response

  12/06/2024

  Good Afternoon,

           Yes you are correct the system stopped cooling twice since the install seven months ago. The first time it was low on freon as you stated and we could locate the reason for it. This time it the same but we found and fixed a cracked copper pipe neat the wall. That was an existing pipe that was installed from the building and was fixed at no cost. We are sorry you had this issue but it is resolved now.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new HVAC a/c unit from Air Around The Clock and it was installed 8/30/22 with a 2 year service contract on it that I talked them into as they normally give 1 year but another company was giving me 2 years so Air around the clock matched it. I called them out on 9/25/22 not even 1 Month later as it was 80+ degrees in the house and a/c keeps shutting off. They came out and had to drain the overflow pan that was filling up and automatically shuts the system off. I asked why this happened so quickly as they just installed the unit. The tech said they didnt clean it out properly when installing. The drain pan under the coils was full and they had to take the cover off the A/c unit and **** the drain pan out. They said I should get a wet vac and **** out the drain pipe monthly as a preventative maintenance, this will keep the drain pan empty. I did this then on 6/15/23 I called Air Around The Clock again for the same issue the A/c wouldnt come on and I sucked out the line every month like they said. They came out and the drain pan was filled again and wouldnt flow down the drain line. They opened up the A/c unit and vacuumed out the pan and they cut the drain pipe coming out of the drain pan and put a 3 inch rubber hose on it that I could take it apart there to vacuum out the pan at the bottom of the unit. I do this. Then on Oct 2 2024 I called them out again for same issue again now my labor warranty ran out a month ago they said they need to replace the whole bottom of the unit including the coils and drain pan. They charged me $895 plus CC fee $921.85 total which was Labor for a 2 hour job as the parts were still covered under the manufacturer warranty. I had to pay as we need the A/c working as we are care givers for our 88 year old parent that had congestive heart failure. They knew there was a problem with this and put band aids on it until the labor warranty was up. I would like to be reimbursed my $921.85. I have pictures if you need them. **

  Customer response

  10/07/2024

   
  Complaint: 22382512
  
  I am rejecting this response because: 

  You made me pay the bill the day before you came out to replace the coils. I paid it as I needed to get this problem fixed as you never fixed the main problem that you knew about for the 2 years with the drain pan filling up and not flowing out to the drain line while it was under the labor warranty. Right after the labor warranty was up you sound like you gave me a deal to replace the coils and drain pan which was one unit for $895. I then realized the parts were still covered under the 10 year warranty and the $895 was just for your labor which ended up taking 2 hours. If you fixed the drain pan issue 2 years ago when I called you out less than a month after installation it would not have damaged the coils and would not have had to put up with it for 2 years. 
  
  Sincerely,
  
  *** ******

  

  Business response

  10/10/2024

  Unfortunately we did not know about the problem for two years. In the two years of the unit being installed you had two service calls and both were clogged drain lines a year apart. The problem with the unit was algae builds up not anything mechanical. You agreed to the discounted price we gave you and had the work completed. We told you the part was under warranty and instead of cleaning it we offered to replace for the same cost because it is only 2 1/2 years old. Again, we have already given you a discounted price and can not lower it anymore

• Initial Complaint

  09/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On May 17, 2023, I paid Air Around the Clock (ATC) $1529.55 to clean my ** coils and install an ultraviolet light to prevent mold accumulation. On September 12, 2024, I called ATC because I was having the same problem with the ** as the previous year. When the technician opened the ** unit, we found out the ** Light was never installed the previous year. Additionally, although *** agreed to place the ** Light, they charged me $1024.85 to AGAIN clean my coils. Then I called ***, and the owner **** **** refused to come to the phone and didn't return my husband's phone calls. If I no success with this claim I will be forced to file a small claims suit.

  

  Business response

  09/16/2024

  We apologize for this oversight. We will be refunding you the ******* you paid last week. As for the work done last year we can not refund any monies for that because the work was performed and we installed the light last week.

  Customer response

  09/27/2024

   
  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,
  
  ***** ******-best

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Rheem R410A unit May 2023. Within a few days, consender unit outside was having problems (making noises, stopped cooling periodically, etc). Called company multiple times and they came out multiple times and said nothing was wrong with the unit and they wouldn't help. Sept 2024, unit stopped working altogether. Air Around the Clock now wants $1,500 to fix the problem and says its out of warranty now on labor. Says the entire consender needs to be replaced. Kept making phone calls like a car salesman and continuously tried to get me to spend the repair cost + $1,000 for added warranty. Used this company for 2 new units in the last 18-months as they pushed me to replace rather than repair to avoid these "problems". Called another AC unit to come and do repairs, will not be using this company again. Would like to get reimbursed the cost of repairing this unit. Will follow up with costs once the other company comes out

  

  Business response

  09/03/2024

  We are sorry this happened and  have resolved this with you.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2019 I purchased 2 AC units from ***. At that time I paid for 5 year maintenance, parts, & labor with the units. In 2021 I purchased a third unit from them, also with a parts, ******************* 5 year plan.In 2022 I was informed I needed to purchase new maintenance plans for each unit. Without checking my records, I purchased this per the *** rep ****************** unit I purchased in June 2019 was losing its maintenance, parts & labor on June 28, 2024. I was informed about this until after it happened. I tried to renew the plan but the company wouldnt let me. The unit is still under manufacturers warranty for parts and I have the 3 year maintenance on it from 2022.The other unit purchased in 2019 was up for renewal before Aug 2024. I renewed it July 2024.When I renewed this last unit I discovered that I had 2 maintenance plans for the *************************************** 2019. These are both American Standard 2 ton units.I have called the company repeatedly and talked to a lot of people, but all of them say they wont reimburse me for 2 of maintenance plans I bought in 202 even though I already have a maintenance plan for one unit done at purchase as well as the renewal I just did July 2024 for the other one. The last person I spoke to said she had talked to the owner and he said he wont give me any money back. When I asked to speak to him, he refused to speak to **** have been a customer of this company for over 14 years and have purchased 6 AC units from them over the years.I am mad that the owner wont even talk to me as well as refusing to reimburse me my monies.

  

  Business response

  08/15/2024

  Good Morning,

           The reason no monies can be refunded is the parts and labor plan and maintenance plan are not the same thing. The maintenance plan includes two visits a year for preventive maintenance. The parts and labor plan did not include those visits and you only received service if you called. Since you have received numerous preventive maintenances under that plan the prorate of those is over the cost of the maintenance plan. The new parts and labor plans have the maintenance included in them so going forward it fine. But please remember we purchase these parts and labor plans through a insurance company and that is why they did not include them in *********. They were not available with the maintenances until recently. I hope this was not confusing and have a great day.

• 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. 

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