24/7 AC

Initially I was happy when they came and installed a replacement HVAC/heat pump system at my house. That was in May of 2014. The AC worked great all summer and was more efficient on electricity. I thought their prices were average.

Just this last month, I went to use the heat and it did not work. So I called them and explained the problem. They came out, and accessed the issue, and told me that they needed to talk to the manufacturer to find out how to fix the problem. Since the system was under warranty there was no charge.

After NUMOROUS phone calls since 11/12/14 and two cold snaps forcing me to use my emergency heat later, they still have not come to fix it. Today is 12/1/14 and I still do not have a properly working system.

Every time I call, they either promise a call back or say someone is supposed to come fix it neither of which has happened! I have had to harass them to come out here, and they keep changing the dates that the service person is supposed to come out. Also when I have made contact with the local office the people that answer the phones are RUDE and take no responsibility for the situation blaming on the manufacturer.

The system should have been tested when it was installed for heat and cooling. None of this is through any fault if mine as the end user. As soon as they come fix it (supposedly tomorrow)…. I will file a Revdex.com complaint.

So buyer beware of HORRIBLE customer service!

We scheduled a maintenance check up for our AC after getting a soliciting call from them with a good price. They came out - did their "check up" and tried to sell us a bill of goods - then our AC would not turn back on - had to call another company who would fix their problem - 24/7 said that they would pay for that service call since they could not fix the problem they created, then after the other company fixed the problem, they decided they were not going to pay - after much "discussion", they did say they were going to pay. This comp[any was so unprofessional - and honestly, the technician was new and didn't know that he was doing. Would never recommend this small company to anyone - they worked like con men - after reading other reviews, we should have done our homework before scheduling with this company

It was refreshing to deal with a contractor who is both competent and honest. Had a complete new 5 ton 2 stage system installed. Flawless, timely execution and delivered everything as promised. I would not hesitate to highly recommend this contractor to anyone.

Review: 24/7 AC installed [redacted] & Humidifier in garage of same address I was told that the system was working and then left. System does not work, workmanship is supstanard, Did not clean up after finishing system has not worked since it was installed.

3/11/15 called office 5 times no answer left messages.

3/12/15 " 3 "

3/13/15 " 3 "

3/14/15 Lady answer and said someone would be out on the morning of the 16th. No show no call no return call.Desired Settlement: 1. Return and get the equipment working.

2. Redo some of the workmanship to make it look somewhat professional

p.s. Woman who finally did answer the phone claims she never received any messages from me (right)

Business

Response:

First off thank you for being a customer with 24/7 AC LLC we appreciate your business. We are a family owned company and we do depend on technology for our phone systems. We do apologize, the messages were being directed to the wrong person and the after hours cell phone is having issues. We have fixed the message issue and waiting on [redacted] to fix their cellular service. We are taking measures to better our response time and customer follow up. According to my records I was under the impression that this issue was taken care of and I guess it was not. We have been back to the customers house on 3/20/2015 and have fixed the issues at hand. Today is 3/25/2015 . we are trying as much as possible to stay on top of some of the problems out there and we do not want small issues like this to be overlooked. We are trying to make changes within the company to get a tech out right away if there are any problems with equipment or service issues. Customers with non working equipment, are going to take priority.Again we thank you for being a customer and in the future we will do our best to give you quality work

Review: I purchased a new American Standard air conditioning unit from this company, they installed the unit. 3 months after installation the unit quit working, I had someone from this company come out to fix this broken down unit, less than a half hour after the service person left it broke again; this happened 4 times, each time a service person came out to try to fix it. Next month unit quite working, owner, [redacted], came out; he had to come out twice, then the following month he had to come out again to fix it yet another time, all the while my electricity bill has been higher than it has ever been. The electricity bill has been higher each month, more so than the previous year with an old dilapidated A/C unit, this new unit is supposed to be considerably more cost efficient, it is by far worse than the old broken down model.

I expressed all of this to [redacted] the owner of this company. Now for the past two weeks, I have been trying to get ahold of [redacted] to address this issue, no one has returned my calls, in fact my calls aren't being answered at all.

A new A/C unit, #1 should NOT be breaking down within the first three months of purchase and installation, let alone using so much electricity! Period!Desired Settlement: I believe this A/C unit is a lemon, I want a new unit installed to replace this current one. I want someone to return my calls, I want to be able to have a continual working cost efficient air conditioning unit.

I can not afford to continually have an over the top electricity bill!

I expect true customer service.

Business

Response:

We have obviously tried as much as possible to address the issue with your AC system. We have replaced parts adjusted refrigerant levels, removed all of the refrigerant and put in all new refrigerant and have gone above and beyond to try to fix the issue. As I stated the last time I was out there "in order to get the manufacturer or distributor to replace the unit and not just try to replace parts, I can only go as fast as they will respond to my emails and phone calls. I would not recommend trying to fix this existing system because I do not feel that you should have to have a system that is acting up within 3 months and then just start to replace parts. I will do my best to fight for you to replace the system not just to throw parts at it." When it comes to MANUFACTURER DEFECTS and has nothing to do with my installation and or service I have to move at their pace. You have stated yourself that we have been out there multiple times trying to do what we can to help the situation.As of 10/03/2014 The Distributor had finally approved replacement of the AC Unit and only covered the unit. since the unit had been originally installed you live kind of far and getting techs out there costs the company a lot of money. We are long past any profit out of your job and at no cost volunteered to supply the travel, installation, material and freon costs allocated with the installation of your AC unit just cause we believe that is the right thing to do. The manufacturer only covers the unit.We really do appreciate the business. Hopefully this new unit will last longer then 3 months.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

In May 2014, I inquired for an estimate to add AC duct work to an addition on my home in Mesa, Arizona. My decision was made after several estimates from competitor companies and the friendly interaction from the final estimate by the owner Jr. After reading positive reviews, I chose to hire and pay these guys to do the service needed even though competitors price was cheaper by $400 dollars. I figure I would go off the reviews and trust that spending more would ensure no issues. The work paid for was to add 5 ducts and 2 return air vents, the main inquiry was just to add AC ducts to the room addition that did not have existing ducts for central air. The work was completed, and AC was serviced by them as well. Since they completed the work, our house has been hotter then ever before in the 5 years living here. Air circulation is poor and not present and the addition room has not ever been cool or below 85 degrees. I have even added a ceiling fan to help circulate air, even have a standing fan and the room is to hot to even stand in for more than 10 minutes let alone sleep in. The issue has been communicated to the owner Jr numerous times since the day after the work was completed. After several calls and text messages finally reached him and he said he would have someone over to look at it. They finally came after 2 weeks of calls in the middle of June. They came, crawled in the attic rearranged the ducts, and said they "fixed" the issue. Nothing changed in air circulation, nor the temperature. Now after 2 months, House being hot and AC running constant all day at 74 degrees, house is still hot. Being a very hot part of the year, the issue still is present and there is no response from the company to address the issue. They won't answer or return voicemails or text messages. At this point time with no communication I am forced to proceed with legal action to get my money back since they have desire to rectify the situation.

Thumbs up to [redacted] ! Ive never had a service man make sure I knew exactly what he was explaining to me, very thorough. l will definetly be a repeat customer.

If you are looking for an air conditioning company that is reputable and will treat you right, then 24/7 AC is the company to call.

They were not the 1st company I called when my A/C broke down. Initially, I called 2 of the well-known companies in the phoenix metro area. The first company came out to diagnose and give an estimate. Since this estimate seemed extremely high, I called a second well-known company to come out whose quote for the repair was even higher. Then by chance, I called 24/7 AC, a family owned company with an A rating on the Revdex.com (Revdex.com) website. Over the phone, [redacted] quoted a fair price for the repair, which was below both large companies’ quotes.

24/7 AC sent [redacted] out to my house to verify the parts serial number, model number, etc… and he then proceeded to pick up correct part. Due to the fact that the part was a warranty item, there was a slight delay in rectifying with the parts dealer (a separate company) what was needed to verify warranty dates. But, [redacted] stuck with me in assisting to get the matter handled as quickly as possible which included receiving status and follow up calls from him. Even though [redacted] was called away on another job, he let me know [redacted], who was also courteous and professional, would be out to replace the part the following morning.

Invoicing and collection of payment was handled by [redacted], who didn’t let me down after I got accustomed to being treated by friendly professionals from this company. Employees at this company give the extra effort needed to make sure they take care of customers. I will not hesitate to refer 24/7 AC to friends, family, and those in need of contacting an Air Conditioning Company.

Thank you employees of 24/7 AC for your service.

By: [redacted] 8/1/2013

Review: During a maintenance check on 11/23/15 the technician from 24/7 AC informed me that I had a cracked heat exchanger, that my furnace was in dangerous condition and could not be used. He turned off the gas and advised me that I needed to buy a new unit. He offered a discounted price of $6950 for a unit that they already had in stock. I agreed to purchase it but could not take install until 11/30 due to my schedule. I gave him my AmEx card number and signed a paper that said "Payment of this invoice/contract due upon completion of work." I called on 11/27 to ask to postpone installation as I wanted to seek a second opinion. Then, because of a critical illness in my family, I called on 12/2 to cancel the install and asked for a refund. I called again and asked for a refund on 12/4, 12/7, and 12//9. Each time I was told that the manager would get in touch with me. I never received a call back at any time from anyone in the office. I did get a second opinion on 12/8. Two different technicians told me that there is nothing wrong with my unit and it has been functioning just fine since that date. I asked several times to speak with the manager of 24/7 and was told that was not possible. The phone receptionist would neither give me the manager's number nor connect me with her/him. On 12/9, I was told that "she has picked up your file." I am asking for a refund on a product and service that was never delivered. I do not trust this company and do not believe that I need a new unit. I also want a refund for the remaining two years of my maintenance agreement as I do not want them in my house again.Desired Settlement: I believe that the business should give a complete refund as no product or services were delivered; moreover, I canceled the services in a timely manner. I was later able to obtain a second opinion which verified my suspicion that a new unit is not needed at this time. The illness and eventual death of a family member complicated my life during this period, but I consistently tried to communicate with management of 24/7. I can scarcely believe that the manager has never attempted to contact me.

Business

Response:

When inspecting the equipment and testing the flame and psi the unit would come on and run for about 3 min the flame would change to a red-ish and yellow-ish flame. Most causes of this is the introduction of oxygen to the heat exchanger or the gas valve is not working correctly, leaning towards the heat exchanger possibly having a hairline crack or a seal issue. The technitian there called me with the customer there and I said well I happen to have a unit here but after double checking it was a heat pump then I said we can upgrade you to a 16 Seer (NEW) So this is to clarify that we had to purchase your equipment new and since you moved the install to Monday and all supply stores are closed on the weekend the equipment had to be purchased on Friday. We are in no way fighting to keep your money. Most contracts we write have a percentage and a fee that we charge if canceled in a appropriate amount of time. So when you called in over the weekend and postponed but clarified that you still wanted to do the work and have all intentions of continuing with the install everything was ok. Now it has been some time and now you want to cancel. We have full intentions of giving a refund but after 3 weeks and being assured that the work was going to continue we have paid our employees for some work they already put in and the equipment and material, we get charged for and a restocking fee. We cannot afford to just give close to 7k back right now with money already spent on stuff that would take over 10k from us. Nobody is refusing your refund and understand family comes first we are trying to give back the entire amount. When I did talk to you I explained all this to you and actually offered to give you this equipment at basically our cost and refund the difference and yes you have been in contact with management.

I highly recommend this company 24/7 AC. [redacted] answered my call & was able to come out same day- pretty much right away. He had excellent communication- he let me know when he was on his way & then when he was 10 minutes away. He was here about 20 minutes fixed a very noisy A/C (the squirrel cage is broken & a piece had fallen & the blower fan was rubbing against it). He suggested replacing the squirrel cage as he said it was going to continue to fall apart-HE DIDN'T EVEN CHARGE ME FOR THE QUICK TEMP FIX!

He suggested I find my purchase & install receipt (from another company) to see if the system & installation were still under warranty- in essence giving up the job if it was going to save me from paying for it. So glad to know honest, good, folk like this still exist.

Review: I had 24/7 come out and do a yearly inspection of my ac unit. I also have swamp coolers and I was using swamp that day. When he tested my AC it was 68 out 61 in It was working just fine. He then checked my levels outside. The man said that my levels are fine 80 7.5 370vac. Before he left he recommended a cleaning of coils and replacing a fan as well as a 3 year replacement plan. A couple days later I turned on my AC only to find it was blowing hot air. I called a friend to check my system he has 30 + years in the field. What he found shocked me. I have no Freon in my system. This system was working before 24/7 came and now is not working.Desired Settlement: Send me one of your great techs to replace Freon and fix any damage caused by previous employee. "Free of charge"

Business

Response:

24/7 Went out to this customers home for the first time on 05/12/2014. At that time we were conducting a 20 point inspection, which is just that, an inspection, for which we charge only $29.00 . Upon arrival at the home the technician began his inspection and noting any items that could use attention. He did note on the invoice which is attached that the indoor split temperature which is the difference of the air going in the return and the air coming out the return which Mrs. [redacted] pointed out in this complaint 68 out 61 in. Thereby pointing out that there is an air concern. A fully functioning properly cleaned and charged system will have a 20 degree temperature difference. The issue that Mrs. [redacted] pointed out in this complaint was a preexisting issue, and the technician that went to the home pointed out this, and other concerns with the system, as you will see on the invoice.Also, upon Mrs. [redacted] first attempt to reach out with any kind of concerns on 06/11/2014 we sent a Service technician to her home at no charge to try and assist Mrs. [redacted] in resolving the issues. He pointed out on the invoice again that the concern was there prior to the previous tech coming, and that we would offer a severely discounted rate to try and help resolve the issues. The technician advised Mrs. [redacted] that we are a business and allthough we want to take care of the customer and help her out in any way we possibly can, we cannot do the work for free. However we would be happy to discuss arrangements with the customer to try and resolve her issues and get the system cooling again. Best, 24/7 AC[redacted]

My air conditioning blew out on a Sunday afternoon in the middle of 100+ degree weather. I called a few different companies and none could get there in the same day. 24/7 AC was able to come out on the same day within the hour that I called. It turned out that my unit was toast and so as a courtesy Rogg brought over a small unit for the evening and were able to have my entire unit replaced the next day. Rogg worked with me to find an option that fit my financial needs and was more than professional. I have hired other companies in the past and am so happy to say that I will never have to look for another company again! I highly recommend 24/7 AC. Their professionalism, attention to detail, and pricing is second to none.

I had called this company because I have a contract with them and my heater quit working, according to their web site they answer your calls and have guaranteed emergency service. My calls were not answered and was not able to get emergency service. I called this morning and was told they would be out today to fix it, then they call me and tell me they can't come, I'm a senior and this is effecting my health, this will be the third night without heat. This is just bad business

This is by far the best air conditioning company I have used. I have multiple properties I have used them for and they are always prompt, courteous, knowledgeable and inexpensive. It's hard to find companies with all these traits and I finally did!

24/7 has always been very polite and considerate on always gives me the best deals when it comes to servicing my air conditioner. I am very satisfied with the services I receive from this company.

What a nice young man. Austin was knowledgeable, polite, and got the job done quickly. I was impressed. My A/C is working great. He said he works with his dad. Well dad job well done. You should be proud.

Review: We paid 24/7 AC $1000 for a three year (twice per year) service Contact. They came once. On May 4, 2015 they were suppose to be back for the summer maintenance service, but never came. I have called them everyday since the 14th but get no answer or my calls returned. At this point we want our money back but don't no how to do that'Desired Settlement: Money refunded.

Business

Response:

24/7 AC tried to call the customer Friday May 1st to reschedule the service. The customer set up the appointment on April 8th for the following month. We did try to contact the customer before the date due to no technicians being in the area for that date. I am not sure what number they have been trying to call or trying to contact the technician that was originally out there to the home. We have no records of the customer calling in or leaving messages. Right now we are trying to make sure we contact and perform all maintenance needed before the summer heat is upon us. We would definitely like to arrange a better time to come perform the services. Our office number is ###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.If 24/7 called me on May 1st, as they purport, why didn't they leave message or try to call again? When the service person failed to show-up to service our units I called 24/7 but got a voice mail. I left a message but they did not return the call. I called them ever day, during regular business hours, for two weeks but just got recordings to leave a message which I did leaving my phone number. Then suddenly when I called the recording stated the mail box was full. At this point I feel that the issue has not been resolved. All I want is a refund and we will find a more reliable company to perform this service. By the way, since receiving this message from Revdex.com I have tried to call them again but couldn't contact anyone a they still have not called back. Regards,

Business

Response:

In response to the customer wanting a refund on the purchase of the maintenance program. It clearly says at the bottom of the maintenance contract that any services rendered will be deducted from the cost of the initial purchase of the maintenance program and anything if any is then refunded to the customer. In this customer case we provided services to 2 units regular price of indoor and outdoor coil cleaning is $289 per system = $578, Burner clean is $149 per system = $298 and regular cost of a service call is $69 = $138, drain line clean out $129 per unit = $258. total cost = $1272 and they paid $998. We gave them the option of going with the maintenance program to help save customers money. I feel $1272 is a large amount of money to charge a customer for a 1 time service. If we can provide multiple services for the same amount we offer the maintenance program to help customers receive a benefit and we build a relationship with a customer, if they cancel we need to get paid for services rendered. Otherwise we have customers agreeing to the maintenance program for a lesser price then the repairs then canceling trying to get services at a cheaper price. In this case since it was mainly labor service and not that much material needed we offered the Maintenance program at a cheaper price. in certain situations there are parts that are needed so we sell the maintenance program plus the costs of the parts or we will include the costs of the repair and parts to gain the customer depending on how many years the customer would like to purchase.

Business

Response:

In response to the customer wanting a refund on the purchase of the maintenance program. It clearly says at the bottom of the maintenance contract that any services rendered will be deducted from the cost of the initial purchase of the maintenance program and anything if any is then refunded to the customer. In this customer case we provided services to 2 units regular price of indoor and outdoor coil cleaning is $289 per system = $578, Burner clean is $149 per system = $298 and regular cost of a service call is $69 = $138, drain line clean out $129 per unit = $258. total cost = $1272 and they paid $998. We gave them the option of going with the maintenance program to help save customers money. I feel $1272 is a large amount of money to charge a customer for a 1 time service. If we can provide multiple services for the same amount we offer the maintenance program to help customers receive a benefit and we build a relationship with a customer, if they cancel we need to get paid for services rendered. Otherwise we have customers agreeing to the maintenance program for a lesser price then the repairs then canceling trying to get services at a cheaper price. In this case since it was mainly labor service and not that much material needed we offered the Maintenance program at a cheaper price. in certain situations there are parts that are needed so we sell the maintenance program plus the costs of the parts or we will include the costs of the repair and parts to gain the customer depending on how many years the customer would like to purchase.

On Jun 27, 2015, the fan motor on my Goodman GSH130421AC heat pump stopped working.

I called 24/7 AC for service, as I have a maintenance agreement with them.

Casey, the field supervisor, responded to the call at 1:45 pm. He checked the unit and told me that the capacitor had failed, causing the motor to burn out. He also found that the relay (contactor) had burned through as well.

I told him that, while he was here, he should also replace the capacitor on the air handler, which, on the previous maintenance visit, the tech had recommended be replaced.

He wrote up the invoice for the parts, which included $0 for the service call, $0 for the labor, and 20% off the parts. The total amount stunned us, but we were without A/C in Arizona in June, so we charged it to our credit card.

Condensor fan motor and capacitor $606.05

Contactor (relay) $150.00

15mfd capacitor for air handler $135.79

Parts total $891.84

So Casey went to work, replacing the 15mfd capacitor in the air handler, then replacing the fan motor, capacitor, and relay. He left at 3:30 pm (1.75 hrs for the call).

Our A/C is working well now. My issue is with the exorbitant price of the parts.

I went online to Goodman Repair Parts, put in my heat pump model number and corresponding part number, and here is what I found (prices are rounded up)—

Condensor fan motor $125.00

Dual capacitor $ 30.00

Contactor (relay) $ 40.00

15mfd capacitor for air handler $ 35.00

Total $230.00

I understand that prices can fluctuate on parts, and the company has to make a profit, but even at THREE times the price, the parts would cost $690.00!

I checked with another HVAC company and asked for their charge for a condenser fan motor and capacitor. Their price (call, parts, labor) came to $425.00—a far cry from the $606.05 that we paid with our “plan discount”.

Before this service call, I would recommend this company to my friends and family.

Now, I would advise them to shop around.

AC unit was running good until the technician showedup,this guy gave me an estimate of $4000 for a fuse that costs less than $10, pushing me to buy a new unit I don't need , pre-paid maintenance visits and warranty contract was not honored.

I am on a don-not call list and have been phoned by this company. They obviously are ignoring the list.