The company name is "On Time," but these guys are never on time. They are constantly making excuses for showing up late, arriving unprepared, or failing to follow through as promised.
My biggest issue with this company is not their pricing--it's their lack of transparency, communication, and accountability.
When I first started using them years ago, they charged by the hour and provided invoices with labor and material breakdowns that generally made sense. Over time, their rates increased significantly, and they eventually moved away from hourly billing in favor of charging by the "job." During a phone conversation, Alex acknowledged that their pricing now effectively works out to nearly $300 per hour. Companies can charge whatever they want, but when you're charging that kind of money, customers deserve a clear explanation of what they're paying for.
Instead, the opposite happened. When I questioned charges, Alex told me it wasn't industry standard to explain what I was being charged for. He refused to provide meaningful breakdowns between labor and materials, invoices became increasingly vague, and I was left trying to figure out where my money was actually going. I also encountered charges for services that I do not believe were ever performed.
I used this company for years because Alex and his team are personable and know how to build rapport with customers. Unfortunately, I eventually realized that being friendly is not the same thing as being transparent or accountable.
After finally having a direct conversation with Alex about the lack of pricing transparency and the fact that I was repeatedly dealing with the same HVAC issues several times a year, his response was that he thought we should stop doing business together.
What makes this even more frustrating is that this isn't the first time I've tried to share this experience. A previous review detailing my concerns was taken down. The company later attempted to characterize the dispute as me not getting what I wanted, stating that I "felt that [I] didn't get what [I] wanted out of that." That's simply not true. I wasn't asking for discounts, free services, or special treatment. I was asking for transparency, honest communication, and an explanation of what I was being charged for. Instead of addressing those concerns, they said they would refunded a few charges and fired me as a customer.
In hindsight, that was probably for the best.
I would strongly recommend looking elsewhere. Mistakes happen in every business. What matters is how a company responds when a customer raises legitimate concerns. In my experience, On Time chose opacity over transparency, defensiveness over accountability, and ultimately ended the relationship rather than address the issues being raised. Between the chronic lateness, recurring repair issues, vague billing practices, poor communication, and refusal to provide meaningful pricing transparency, this company embodies many of the reasons people distrust HVAC contractors in the first place. read more
