ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 18, 2024 at 7:30 AM I contacted One Hour A/C as my unit that was purchased from them was not cooling the townhouse. The unit is only 20 months old and still under warranty. At around 6PM a technician finally arrived to diagnose the issue. However it should also be noted, ***** to his arrival I was contacted by One Hour offering me the opportunity to enroll in their ************ program for $23.99 per month. They told me by enrolling for 1 year for this service I would not be charged the $77 trip fee for the current repair issue. This sounded like a fair deal so I did in fact enroll.When the technician arrived they advised of their diagnosis being a dirty A/C coil that would cost me $675- to repair which was the discounted price. I was told this is not covered by warranty. I reluctantly agreed and authorized the work to commence. After 30 minutes the coil was cleaned but DID NOT resolve the cooling issue. The technician further investigated they system and found a loss of freon due to a cooling line leak that had somehow had been caused by an animal chewing through the line. They advised that the parts would be ordered but it would be several days before they arrive.My specific complaint is that within my purchase agreement One Hour offers to the buyer their " $500 Dollar No Frustration Guarantee " the exact wording states as follows " If your system breaks down during the first ( 2 ) years and leaves you without heating and cooling , we guarantee to repair your system within 24 hours of the time you call us or we will give you $500.00 for your inconvenience. Currently 24 hours has passed since my initial call for service, my system is not repaired, the system is not operating properly , I am not exactly sure when the parts will be here, and I have been inconvenienced.Therefore , I would like my $500.00

  

  Business response

  07/23/2024

  Dear ****************,

  Thank you for reaching out to us regarding your recent experience. We understand the importance of having a reliable air conditioning system and appreciate the opportunity to address your concerns. Upon reviewing your case, we found that the no-frustration warranty is applicable only if the air conditioning system is non-functional for more than 24 hours. We promptly serviced your unit by adding refrigerant on July 18, 2024, ensuring that you had cooling while waiting for the replacement coils scheduled to arrive on July 23, 2024. Additionally, it's important to note that regular maintenance is a requirement for warranty eligibility. Your unit was without maintenance for nearly ten months, which could have impacted its performance. Furthermore, the potential damage caused by an animal is not covered under the warranty terms. Despite these circumstances, we have not charged you for any of the work performed and have covered all services under the warranty to assist you as best as we can. Given these factors, we have fulfilled our warranties and guarantees, and we do not owe a $500 payment. We value your business and are committed to ensuring your satisfaction. If you have any further questions or require additional assistance, please feel free to contact me directly.

   

  Customer response

  07/23/2024

   
  As of today ( 7/23 ) the system is still not repaired and not operating properly. 
  In fact , I am still waiting to hear from a manager ( told a 24 to 48 response time ) to provide a precise plan as to when the system will be restored to proper operation. 5 days have expired since the original problem was reported.  The lackluster efforts of your staff in the follow up communication is quite remarkable. This is extremely frustrating to me. 

  Its disappointing that youve decided to not conduct yourselves in an honorable manner. 
  

  

  Business response

  07/23/2024

   Hope this message finds you well. I am writing to address your concerns regarding the communication about the replacement coil for your air conditioner. First and foremost, I apologize for any inconvenience the delay in communication may have caused. When we added refrigerant to your system on 7/18/24, it was our intention to ensure your comfort until the new evaporator coil arrived. We initially informed you on 7/23/24 that the replacement part would arrive by today or tomorrow. I am pleased to let you know that the replacement coil arrived earlier today. We promptly contacted you to schedule the installation for tomorrow, 7/24/24, at a time convenient for you. We understand how important it is to keep our customers informed, and we are committed to improving our communication processes to prevent situations like this in the future. Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to resolve this issue. Please feel free to reach out to me directly if you have any further questions or concerns. We look forward to completing the installation and ensuring your air conditioner is fully functional. Thank you for choosing us for your air conditioning needs.

  Customer response

  07/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint and will not pursue the matter any further with the BBB 
  
  Thank you. 
  

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company installed our new air conditioner and they are a horrible company to work with once you sign your name . Put in the wrong size unit , never call back , never show up on time. Bunch of crooks and they need to pay for it one way or another

  

  Business response

  07/10/2024

  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced.  Upon reviewing our records, we note that the **** unit was installed on November 18, 2019. In 2020, you contacted us with an issue, and we promptly made adjustments to the duct system. Furthermore, in 2021, we installed a new zone system at no additional cost to ensure your satisfaction. We regret that you feel we have not been responsive or punctual. Customer satisfaction is our top priority, and we aim to address all issues promptly and effectively. We have not heard from you since the zone system installation in 2021 until your recent BBB complaint on July 9, 2024. We would like to address any ongoing issues you are experiencing. Please let us know a convenient time for us to visit and resolve any concerns you may have. Thank you for your patience and understanding. We look forward to resolving this matter to your satisfaction.

   

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/20/19: **** was installed by One Hour Heating and Air Conditioning. The deluxe warranty covers 5 years on labor and 10 years on all parts. In May 2024, the evaporator coil started leaking. One Hour Heating and Air came out and said they would replace the parts for free but I would have to pay $750 in labor. The 5 years of labor coverage is not yet up on the warranty but they expect me to pay for labor. I kept the **** serviced since installation as the warranty mandated.

  

  Business response

  05/20/2024

  Thank you for reaching out and bringing your concerns to our attention. We understand how frustrating it can be when issues arise with your heating and air conditioning system, and we appreciate the opportunity to address them. Our records show that your system, installed by us, comes with a 10-year parts warranty and a 5-year labor warranty. However, to maintain this warranty, regular maintenance through our ************ is required, as outlined in the signed proposal from your installation. We noticed that there was an issue with [specific problem]. To resolve this, we have already applied a substantial discount to the labor costs, reducing it from $1,763 to $750, as a gesture of goodwill. We genuinely value your satisfaction and would like to ensure that all your concerns are fully addressed. Please let us know if there are any additional issues or if there is anything further, we can do to assist you. Thank you for your understanding and cooperation.

  Customer response

  05/20/2024

   
  I am rejecting this response because:
  
  

  Customer response

  05/21/2024

  When I purchased my h-vac from one hour I got the deluxe warranty. It covers ten years on parts and five years on labor the labor warranty expires June 19 . *************************** diagnosis a problem with the unit. I called one hour and they sent a technician out. He agreed a problem existed. One hour will cover the part but not the labor. I did not miss a spring or fall service. I called one hour during Covid for service and their workforce was depleted so they couldnt send anybody out. I had to call *************************** and they took over the service.no service calls were missed. I think one-hour should honor their contract.I will email you a copy of the contract. I dont believe I should be punished because of COVID that one hour had labor problems.thank you for your time.

  

  Business response

  05/21/2024

  We appreciate your feedback and the opportunity to address your concerns. We would like to clarify a few points mentioned in your complaint. During the ******19 pandemic, we maintained a full staff and ensured that all customer calls were attended to promptly. Our commitment to providing uninterrupted service remained a top priority, and we can confirm that no calls were missed during this period. Regarding the **** unit you purchased, our records indicate that the unit came with a 10-year parts warranty and a 5-year labor warranty, contingent upon regular maintenance through our ************* as outlined in the proposal you signed. Regular maintenance is crucial to ensure the longevity and efficiency of your **** system. We understand that unexpected expenses can be challenging, and as a gesture of goodwill, we have already reduced the labor costs for you, even though the terms of the warranty were not fully met due to the lack of regular maintenance. We value your business and are committed to ensuring your satisfaction. If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and want to ensure that your **** system continues to operate efficiently.

  Customer response

  05/21/2024

   
  I am rejecting this response because:
  One hour was not fully staffed they had help wanted signs on the back of their trucks and throughout main thoroughfares I called twice seeking assistance 

  thank you 

  *******************;

  

  Business response

  05/22/2024

  We take all feedback seriously and appreciate the opportunity to address your issues. Firstly, regarding your observation about our advertisements for job vacancies on our vans and main thoroughfares, we would like to clarify that our recruitment efforts have been ongoing for several years, well before the onset of the ******19 pandemic. These advertisements are part of our continuous strategy to attract talented individuals and ensure we maintain a high standard of service. Secondly, we regret to hear that you believe we were unable to attend to your service calls during the pandemic. Our records indicate that we maintained our service commitments throughout that challenging period. However, if there was any misunderstanding or if our records need to be reviewed, we are more than willing to investigate further to ensure your concerns are fully addressed. Please provide us with the specific dates and times of your calls, and any additional details you might have, so we can thoroughly review our service logs and get back to you with more precise information. We are committed to delivering the best possible service and appreciate your understanding and patience. Should you have any further concerns or require immediate assistance, please do not hesitate to contact us directly. 
  

  Customer response

  05/24/2024

   
  I am rejecting this response because:
  

  I received the dates you requested for the service calls from one hour (they were going to investigate ) the unit was installed in June the first two service  calls were free the first in October 2019 and ***** 2020

  October 16 2020 was the first service call that I paid for ***** 13,2021 was the second October 8,2021 was the third ***** 21,2022 was the next payment was made after each service in October of 2022 I needed a repair and a service call two times I called and both times they were not able to send anyone out I was forced to call someone else I called *************************** a reputable company they were able to come out they took over the service calls not one was missed I think the reason one hour requested exact dates which was very time consuming they are trying to run out the clock the labor warranty runs out June 19 anything else you need I will gladly corporate 

  Thank you 

  *******************;

  

  Business response

  05/24/2024

  We have thoroughly reviewed our call records and noted that your last contact with us was on November 21, 2022, concerning a maintenance inquiry. During that conversation, we informed you that your maintenance plan had expired, discussed your options, and provided available dates for a maintenance appointment. You mentioned that you would call us back to schedule, but we did not receive any follow-up from you since that date. We understand your concerns about the labor warranty. However, it is important to note that the validity of the labor warranty is contingent upon maintaining an active maintenance plan, which has not been in place since 2022. Without this active plan, the labor warranty is no longer applicable. In an effort to assist you, we have reduced the cost of the required service. We hope this gesture helps to alleviate some of the inconvenience you have experienced. If you have any further questions or would like to schedule an appointment, please do not hesitate to contact us. We are here to help and ensure you receive the best possible service.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called them at 6pm on a Sunday. Normal service fee of $77, but because it was a weekend if they got to me that night it would $97. Okay fine it's 85 degrees in my house.Polite young man came, saw the compressor fan running and then it cut off, he spent about 30 minutes checking some things and said compressor was gone. Would be $4000-5000 to repair it. I asked what other options we had he arranged for a consultant to come out the next day and go over options.I go to pay the fee the $97 service fee now has a $199 diagnostic fee. I just about had a heart attack. I was forced to pay $316 which included tax to not even have cool air to sleep in. I was told whichever option I choose the fees would be credited to it. I lose the $315. And the more I stew in my own sweat tonight, the more this looks like entrapment. I was told one price and charged 3 times that much after the fact. Pardon me for assuming a tech coming out would include him figuring out what is wrong so he can fix it.UPDATE: so his supervisor came out the following day and fixed it in an hour, I think after their phone service figured out I would go buy a window unit before spending $11,000!!!! To install a new unit, it was magically an easy fix. I still havnt received my $199 refund for the diagnostic fee I was charged for remove refrigerant, which apparently wasn't even the problem. The problem was a gummed up safety valve that just needed to be cleaned, and allow the pressures. To equalize. Update #2: It is now freezing outside, and my light bill is almost $400!!! for the last two months, and my power company technicians who evaluated why my bill was so high says it is most likely due to my freon being too low!. So not only did I not get my $199 fee for removing freon unnecessarily. but now I have paid a double light bills for two months because my system apparently needed this freon they removed. I will be filing a claim with the better business bureau

  

  Business response

  02/24/2024

  We, as the company, made the decision to have a supervisor double check the compressor diagnoses. He was able to get the unit working back in July, we have not been made aware of any additional issues since this time. We will be glad to evaluate the issues ****************** is currently having for no cost to her.

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me pending its completion. Should it not be handled in a timely manner, the matter will be readdressed.
  
  Thank you. 
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this Hvac in 2015 and it has been nothing but trouble every since. We have had 44 service calls on it. We bought the *************************** which we pay each month. It wasn't to bad in the beginning but just gets worse. From what i understand the company no longer deals in this kind because of so many problems and ours was one of the last ones sold. Now I can't trust it and it takes up to 6 days to get one. It has gone through 4 tXV valves , freezes up in the summer and quits in the winter. They told us in the first years it wasn't right because of lack of insulation and bad lines in but we have insulated, put in windows , vapor barried it and it breaks down so much that only a supervisor can come to the call. I have tried to call the head many times and am told he isn't available and he will call me back and i never hear from him. I am recently widowed , 72 years old and walk with a ******, i Need my heat. I was without heat last time for six days and had to run with electric heaters, *********** probally likes it but I don't, can you help me as i know they are trying to ************ the warrenty. { I have copies of the 44 calls if you need them}

  

  Business response

  02/20/2024

  **************** has a valid warranty through 12/15/2025, we have honored the warranty from day one the system was installed. Unfortunately, we are unable to control all break downs of a mechanical piece of equipment. We will continue to respond and warranty any issues **************** has with her equipment all though we hope there are not further issues. I will be glad to work with **************** on any ***************.

  Customer response

  02/21/2024

   
  I am rejecting this response because: after 44 service calls and complete avoidance from business this is not acceptable. I can be a reasonable person but, I can't trust this HVAC and can't be without heat for 6 days in a row. They know it is junk and are trying to ************ the warrenty. If they cared they would have responded a long time ago!
  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/15/2022 I purchased a new upstairs unit and furnace and it came with 10 year parts and labor warranty and 1 year service contract. I paid ******** total day of service.During the two service visits I was told both time that it was low on Freon and that they put more in as part of service contract. The leak wasnt found or addressed. my AC quit working on 8/17/23. Tech originally tried to point towards mail being issue and since I got a roof added he stated that would void warranty but wanted a supervisor to come take a look. Supervisor immediately stated there was a leak and after putting ***** and and monitoring he found the leak at the copper piping as it enters house. It was bent a lot as it enters the house. I have a picture of the bend and where hole punctured. When setting new paid they had to lift the existing pipe up and out of way to install new pad since it was larger than original. I cant prove but I know it was bent at that time because once I hired a different tech to fix and its pretty obvious no one else can access it there. Instead of just fixing and owning that it was the tech who installed I was told if I paid ****** and bought two more year service agreement the supervisor would have it fixed that day. The guy who installed told me it was his first install in his on and I asked about HVAC training and he was reluctant to talk to me much the day of. Basically one year after paying almost *******, I feel like they should have seen the pressure off and noticed when installing that there was a problem or at least during a service but instead acted like they had no idea how the bend got there or even that it had been there for 16 years since house was built. I want to receive the ****** dollars I had to pay to have Freon added and pipe repaired.

  

  Business response

  08/22/2023

  The service we performed 8/18/23 was the first service call we have had on the unit since it was installed 4/15/23. The technician detected a refrigerant leak at the outdoor unit, he charged the unit (for no charge to the customer), so the customer had AC and scheduled a follow up call with a supervisor on 8/20/23. We were able to pinpoint the leak at the suction line going into the house. From the information we were given the roofers dropped material on the unit which could have caused the bend and leak in the suction line. At the time of install in April of 2022 the old unit was disconnected from the line set, the new pad was put in place, new unit set in place, pressure test the line set to make sure of no leaks, and then connect the new unit. We also pulled a vacuum on the system which cannot be performed if a leak is present. The install crew we had at the customer's home were both experienced installers, we had one who just relocated to ********* from ******* and was new to this area but had years of experience. Our supervisor offered up some solutions to have the leak repaired the customer was using aggressive language and asked our supervisor to leave the property. We have not charged the customer for any work or refrigerant and will still honor the quote we provided. 

  Customer response

  08/23/2023

   
  I am rejecting this response because:
  It is untrue. The supervisor knows they bent my pipe when they installed new unit last year. He was scrambling and feeding me all kind of excuses. I did not let them fix because he wanted 500 dollars and they are the ones who bent it. It has been one lie after another with this company. I do not want anything from them but I will take time to write every review board I can to tell people what a sham they are!

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm writing on behalf of my elderly mother whose been without AC since 6/29. Her AC stopped working, she notified One Hour who sent a tech out. It turns out the coil went bad. The part is covered under warranty but she had to cover the installation cost. The tech said it should be fixed quickly. Everyday she's had to call to see if today is the day and all she gets in return is part not here check back tomorrow. She suffered for two days before getting a window unit and for her that's not easy. She's retired and lives on SS. This situation is NOT HEALTHY. I'm very disappointed in this company. It's hot and humid and no one should go thru this.

  

  Business response

  07/10/2023

  We apologize for ********************** situation and unfortunately are at the mercy of the manufacturers when it comes to parts. The part we're waiting on had to come from the factory and we're unable to get it here any faster, they get them out as soon as they produce them. The part is being installed today since it just arrived 7/10/2023. Please fill free to call us if you have any further questions.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of service 3/24/23. Asked for a routine maintenance on my heating and A/C unit and was talked into signing up for ************ maintenance service agreement. Even though it was running fine at the time, the technicians took one look at my unit and said it was badly in need of replacing and decided to not do any maintenance on it. One technician was outside and attempted to wash the outside unit, when it blew the circuit breaker and stopped working. The lead technician said he could fix it for approx. $450. My husband said no thanks, and went to ****** and replaced the circuit breaker for $40. We got several quotes for a new system and decided to go with a different company. When I tried to get a refund on the service agreement, they refused and said that the service they initially provided was $97 and the cancellation on the agreement has a early termination fee of $97. Because they did nothing for us except maybe cause the circuit breaker to fail, I don't believe we owe them anything, but I'm willing to let them keep the $97 for showing up, but want a refund of $103 for the service agreement.

  

  Business response

  04/27/2023

  We were called out on 3/24/23 to perform a safety inspection for ******************. Upon arrival ************** identified the unit had serval issues as seen on the attached invoice. The issues found were exiting prior to are arrival. ****************** declined to have any repairs completed but did sign up for the maintenance agreement as seen on the attached agreement. We do list no money will be refunded due to early termination or cancellation of the maintenance agreement, which was signed and agreed to at the time of service. We understand and respect that the customers have decided to move in another direction and are glad to still honor the agreement they signed.

  Customer response

  04/27/2023

   
  I am rejecting this response because: I signed up for the maintenance agreement before technicians told me the system wasn't worth fixing and was told that the cost of the agreement would be deducted from the overall cost of a new system.  I wasn't told that it was non-refundable and neglected to read the fine print. I find this a very underhanded way of taking money from people.
  
  

  

  Business response

  04/27/2023

  As we have shown with the attachments, we reviewed the agreement and the repair options with the customer at the time of service. We again will be glad to honor our agreement with the customer. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company called me about two weeks ago saying they were running a special for an ** check so I said sure come on and do it. The tech gets to my house and he says all right whats going on? He said it was nice and cool in my house, so Why am I here? I said to him well you guys called me about an ** check. He said thats a waste of money I wouldnt do that. So then I asked him well what would you do while youre here? He replied, let me just go check it out and see what all needs to be done. So he goes out there. He checks up in the attic. He checked the unit outside and comes back and tells me all I need is a check up maintenance and sold me on some package that typically cost $400 but he sold it to me for $200. He explained to me that the package included three maintenance checks, one that he was doing today and two more to be scheduled in the fall and the spring. I said that was a great deal. Go ahead and do your thing. When he was finished, he said everything was working great and I should see them in this fall. When the tech came in my house and complimented me on the coolest of my house, it was literally 68 in my house. Less than ************************************************************************* my house goes up to 78 while the ** has been running for an entire day. I called them and have another tech come out the tech that comes out claims that my compressor blue and some other parts and those were things that they couldnt have detected. I insisted that they needed to fix it because nothing was wrong the day the test came out in less than 24 hours later than everything is broken and theyre saying that now I need to replace the unit. While the tech was at my house the previous day he even mentioned to me that they dont make any money off of ** checks they only make money off of repairs and replacements. So it appears to me that This previous tech did something to cause my ** unit to be broken just so that I can call them back. And he didnt do

  

  Business response

  04/24/2023

  Our supervisor has been out replaced a dual capacitor and added refrigerant to the system. We did not and will not charge the customer for any of the follow **** Our supervisor has a follow up to double check the system tomorrow, he will make sure everything is still running properly. Unfortunately, the system failed after ************** left but he had no intention of causing the system to fail. This is why we warranted the work and did not charge for any additional repairs.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept of 2022 I was a member of this businee ************.One hour heating and air is also ******** Franklin plumbing who supposedlyn provides 24 four hour emergency service. Sometime during the first week of Sept ,we had a bad sewage leak.I think this was on a Sunday early evening.The carpet and tile in the downstairs of our house was flooded.One hour was called and they told us no plumbing would be availab le until monday and maybe tuesday I find this to contrary to their emergency services commitment.I have since cancelled my ************ with them I have continued to be billed for two months of service I cancelled. I contacteed the company and was told they could not refund my money ************ owes me $45.88. Please address this complaint.

  

  Business response

  11/14/2022

  We have reached out to ********************** on 11/8/2022 three different times to inform her that the club is cancelled, and we have refunded the charges. We have not received a phone call back as of 11/14/2022.

  Customer response

  11/17/2022

   
  I am rejecting this response because:
  11-17-I have reviewed my in-coming calls and I have none from One Hour heating and air  11-9 and ***** my bank account was debited$21.44  , My account shows no funds refunded by One Hour Heating and Air.

  

  Business response

  11/23/2022

  We have already cancelled the membership and have the accounting department processing the refund. I have attached the notes of where we have been reaching out to **********************, we unfortunately haven't received a phone call back.

   

  11/23/22 spoke with ****** he sent email to ****** to refund the money back I also left a message for the customer regarding this ****** MM
  11/23/22 11:10a cst wnts to cancel membership, sent to ******/JC
  11/23/2022 LVM HEAT MAINT/ AH.DB
  11/22/2022 12:46- SENT TEXT HEAT MAINT TP
  11/16/22 11:09 lVM for heat AA
  11/8/22 lm for customer to call me back ***** MM
  11/8/22 lm for customer to call me back ****** MM
  11/8/22 spoke to customer earlier tried calling back for follow up lm for her to call me back 927am MM
  10/26/22 lm for ******* to call me back 416pm MM
  10/21/22 lm for ******* to call me back to go over an option I have for her 444pm MM
  10/21/22 lm for ******* to call me back to go over an option I have for her ****am MM
  10/21/22 10:22a cst called in to speak with ****** to cancel membership, transferred her over/JC
  10/20/22 lm customer to call me back ***** MM

*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. ↩