ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was convinced into buying a new system from them because the technician who came to fix my old unit offered me deal of the century, and only if I sign the contract and installation agreement today. This is the worst company I have ever delt with with product quality and customer service. Had a new system installed with them and it is constantly having a major breakdown. Several times after a repair the system broke down again the next day! (in cold weather). Had to have another company come out and provide system maintenance and as a result voided the warranty on the unit. Just seeking a company to provide better and more professional service and assistance. If the product was good quality that would be one thing, but a system that is having major problems since installation and poor workmanship is just unacceptable.

  

  Business response

  10/24/2022

  ************************** system has been installed for 6 years, she had two draining issues (which is related to not having maintenance not the equipment), and a condenser fan motor fail which was replaced under warranty. Unfortunately, the thermostat failed after 6 years and only carried a 5-year warranty. The technician replaced the thermostat 10/21/22, ********************** signed off agreeing to the repair and that she was satisfied. We would be glad to reinspect the system and make sure everything is running at peak performance.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A technician from One Hour Heating and Air installed a missing float switch (code violation) but failed to recognize that the drain pan, directly under the switch, was completely misaligned from the furnace rendering it unable to capture the overflow of water which, would normally trigger the float switch, which, would then shut down the system. Therefore, installing a float switch without also addressing the misaligned drain pan (code violation) is not only counterproductive but now the switch completely fails to serve its intended purpose. A technician is obligated to report any and all inconsistencies that are related to and or dependent upon any services or repairs being performed. I learned from another company, from which I sought a second opinion, that the float switch is meant to protect against flooding and that flooding can occur in two ways. One way is from clogged drain lines and the is from the overflow of water into the drain pan. However, if the drain pan is not properly positioned to capture overflow, the float switch will not be triggered. Therefore, installing a component that works to serve as a fail safe, but failing to correct or address "both" dependencies, voids the protective measure that is meant to be in place.Had the technician from One Hour Air advised me of the above, as did the subsequent technician, I could've had the responsible company return to correct both of these anomalies at no charge. However, the tech from One Hour Air proceeded to play on my emotions by making me fearful of the likelihood of a flooding since the system had other issues going on. All in order to meet a sales quota, by duping me into over paying for quick and easy fix yet still leaving me, an unbeknownst homeowner, completely subjected to substantial damages had a flooding actually occurred.

  

  Business response

  10/20/2022

  The technician did install a missing float switch to protect the system from overflow. This is to protect from a backed-up drain line which backs up into the system and then the pan. Unfortunately, the other company *************** ****************** on this subject the drain line itself is not the concern it's once it backs up into the system. The switch does absolutely still serve the purpose it's intended for, we do not have sale quotas that our tech's have to meet they're here to provide a service and again will be glad to honor the free heat inspection for any issues ****************** feels she has had. 

  Customer response

  09/22/2023

   
  I am rejecting this response because:
  
  

  According to my conversation with the **************************** Officer, adding a float switch to the coil pipe is only needed when the layout of an attic is not conducive for running a drain pipe to the outside of the home in order to redirect water flow. In which case water would alternatively run into a drain pan, seated underneath the entire unit, thereby triggering the float switch in the drain pan to shut down the system.

   

  In my case however, I actually have both a drain pan and a drain pipe so the tech could very well see that adequate flood prevention was already in place.  But regardless of any pseudo defects claimed to be found, if the absence of this switch subjected my home to the risk flooding, as I was feared into believing, then explain how the installation of my AC unit, which requires a building permit, was able to pass building code inspection? It wouldn't have. Therefore, installing this unnecessary part was not only overkill but having done so by way of fear-mongering makes this service a willful act of fraud.

   

  However, if the respondent disagrees with my statement, I would highly encourage them to reach out to the ****************************, as did I, to confirm the details that I've outlined.

   

  And if you cannot prove that my home was in jeopardy of being flooded because of this missing part, then it would be in your best interest from a customer service perspective to issue a credit in the amount of $234.88.

   

  And as a helpful tip to those reading this post, anytime you get a diagnostic or quote for a small project, you can simply reach out to your local code enforcement officer to verify if the repairs listed in the work order are accurate or even necessary.

  
  
  

  *(Retraction to 10/14/22, complaint: I later learned that drain pan was properly positioned)

  _________________________

  

  Business response

  09/29/2023

  The float switch we installed is designed to cut the unit off if the drain backs up so that the water doesn't end up in the pan. ************** did identify the issues with the drain line, but the float switch is what ****************** elected to proceed with. Whoever performed her previous work installed the drain incorrectly but by installing the float switch, she would be protected from the drain backing up into her system and pan. This was reviewed with ****************** and the invoice were signed that she was 100% satisfied with the work. Again, our technicians do not work to meet a sale quota. These are parts we use to protect customers systems and homes.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The technician from One Hour Heating and Air performed what's a called revitalization service yet during his inspection he completely failed to recognize that my ac unit was significantly low on coolant, despite the readings he may have noted on his inspection report. However though, he leap into full on sales mode at his discovery of a few punctures in my ductwork by trying to convenience me of the need to spend over $2,000, for some patented service used to seal holes. ******** in ductwork he could detect (something he can make a sale on) yet he somehow couldn't determine that an ac unit needed over 3 lbs of coolant? Not feeling confident with the technicians findings, I sought a second opinion from a competitor who's pressure readings were able to determine that the unit was significantly low on coolant. And there is no possibility of a leak between the two service visits because the competitor's technician returned a few days later for a courtesy visit to apply a layer of mastic (free of charge) over the minimal size punctures that the former tech wanted to charge me over $2k for. And during this same visit he also rechecked the pressure readings just for good measure and found the coolant was still within spec. The picture attached shows how low the coolant level was upon arrival of the technician from the company of the second opinion.

  

  Business response

  10/14/2022

  ************** did perform a full system revitalization on ********************** system. The system was cooling properly at the time and the technician did not determine any refrigerant was needed. We could've had a supervisor reevaluate the system if it failed after we performed the service and fixed any issue that we found at no additional cost. We were not called or given the opportunity to evaluate the issues but again would have fixed this issue for no additional cost if we had the opportunity to. We did offer ******************** a free heat revitalization for inconvenience. 

  Customer response

  09/22/2023

   
  I am rejecting this response because:
  

  Your company does in fact implement sales quotas, because anytime one business agrees to market a product for another, there has to be a determined and agreed upon profit margin in order for both parties to be fairly & equitably compensated. And to ensure said profit margin is met, a target number of sales MUST be instituted literally the definition of a "Quota". So with that being said, there is zero rationale in claiming that your company is sending its techs out into the field to peddle another vendor's products, all for free of charge.

   

  However, I want to thank the respondent for adding credibility to my complaint by openly admitting to denying a refund simply because a customer chose to exercise their RIGHT to a second opinion. This is actually a reflection of the same kind of dismissive interaction I encountered when trying to work directly with the company for resolution.  The reason I chose not to allow your company to return to my home is because this technician/charlatan vested more time in trying to sell me a totally bogus product, for over $2k, than he did with repairing my system.  And his ill intentions were made evident in that he never even suggested a separate consult to have the condition of the ENTIRE duct work system be fully evaluated, in order to determine if this product was even actually warranted.  His recommendation sales pitch was predicated solely on a few minor punctures (not full rips) in an isolated location, in which he then built an entire scenario around, in order to justify making an unethical up-sell.

  The respondent also sounds extremely ill-advised by claiming that "my unit was cooling properly at the time" when I have produced irrefutable proof (photos) of the pressure readings taken by the second companys technician, who had to resolve your tech's errors by adding 3 lbs of coolant to the unit. Not sure how your tech missed something that major when he was here for over 2.5 hours along with a lifeline call to the manager and still couldn't determine the problem.  

  Though my system worked much better after the subsequent repair, it still felt slightly off from before so I reached out for a 3rd evaluation just for good measure and with an adjustment made to the thermostat, there was an immediate improvement in output.  I was in utter disbelief that my resolution, this whole time, lie in a simple tweak to the specs.

  And lastly, I was never offered a free heat evaluation. But regardless, why would I want an evaluation from the same subpar company that couldn't even detect a simple problem with a simple fix?  What I want is to be refunded the $125.48, for a service that subjected my system to the danger of performing under an insufficient coolant level.

  

  Business response

  09/29/2023

  We do not work on sales quotas. The parts we use are to repair, protect, and prevent failures, our technicians are hourly employees. The technician did recommend ****************** have the duct system sealed to prevent duct leakage so the system would work more efficiently. This would also keep dust and dirty from entering the system which is the number one reason for system failure. The system was not low on refrigerant while we were there, we're not sure but if given the opportunity, we would have recharged the system. ****************** was offered a free heat maintenance by our customer service manager, she rejected the offer.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ^ June 21 (Sunday) was having ptoblems with fire and smoke alarms going off .I was 2 days past breast cancer surgery and needed my rest I called one hour heating and air since they supposedly provide service 24/7 . I never got an answer to my call. I pay a monthly fee as a member of their ************* I called Monday AM after 8. Some one finally answered I explained my problem and was told some one could come Friday .I asked to speak to a supervisorand was told there was none available.I feel I am being charged for services the company does not provide according to their ads.I feel they wereuncaring about my well being

  

  Business response

  07/07/2022

  We apologize to Ms. ********* we do show she called in 6/26/22 and had to call back 6/27/22.  Ms. ******** reached our back up call center, we do provide service 24 hours 7 days a week and we be glad to discuss and provide her with an adequate solution.

  Customer response

  07/08/2022

   
  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

  06/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  One hour heating came and performed an air conditioning duct service to clean out all the duct work. While doing so they damaged the ceilings around many of the vents. I called the company and they promptly sent a supervisor out who agreed a d said someone would come an repair them. That was in January and they have still not repaired the damage. I have called, emailed and reached out via social media with no success. Almost ********* needs to have the ceilings repaired

  

  Business response

  06/23/2022

  We had a supervisor out February 11, 2022 and he forwarded the pictures over to the contractor, I have sent them back over to the contractor and they are trying to contact the homeowner to compete the work.  We will be glad to work with the homeowner on getting the repairs completed please contact me directly.  

  Customer response

  06/23/2022

   
  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,
  
  *******************************

   

   

  We have never once heard anything from anyone for a repair after the supervisor arrived. I even called  and emailed with no response. 

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called the company on June 7th to cancel the membership. I find no value or benefit in that service. The company was unable to cancel my membership. A supervisor was going to call me to follow up. I did not receive a call so I called today, June 9th. The company says only a supervisor can cancel memberships and the supervisor is not available to do so. I want to prevent this month's charge. I do not want their service any longer. I'd appreciate your help.

  

  Business response

  06/09/2022

  We have already processed the customer's request to cancel her membership.  Our office should have someone reaching out to notify **************** shortly.  We do advise our customers that this process could take some time to compete once they're submitted in writing.

  Customer response

  06/10/2022

   
  Complaint: 17339055
  
  I am rejecting this response because i requested the cancelation on June 7th. The next billing is June 16. Over the phone they told me someone was going to reach out within 24 hours. Over a second phone call, I was told someone would reach out within one hour. No one has reached out so far.

  I called them to fix my AC last Wednesday. They did not fix it. They charged me $60  to send a technician who gave me a wrong diagnosis and left without fixing anything. They are always pushing to sell a new unit. I had a private technician fix it within one hour. 

  I want the cancellation immediately.

  Sincerely,
  
  *****************************

  

  Business response

  06/15/2022

  We have completed the termination of Ms. ******* membership as she requested and did speak with her on 6/9/22 to inform her the membership was cancelled.  I will be glad to answer any of ******************** questions and assist her with any further needs. 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I sent the message below to this company one week ago and received no response:"I had service today by your technician for an AC issue. During his work, he determined an outlet needed replacement and said I should get an electrician to do that. He recommended your sister company, ******************, and contacted them to replace it. The electrician later arrived and did some testing only to determine the breaker had been tripped. I was then charged $250 on top of the not insignificant amount I had paid earlier.I have serious concerns with how this all was handled. Your HVAC technician made the determination that an electrician was needed and I was led to believe that something as basic as a tripped breaker would have been checked before he'd state an electrician would be needed. Had I known this was not checked, I would have checked it myself and no service call would have been needed. I also have concerns with the fact that this appears to be self-dealing in that your sister company is enriched by an unnecessary service call. The fact that the electrician's service call resulted in such a high charge for such a brief and basic straightforward troubleshooting doesn't help, either. I had signed up for your club program with the HVAC technician, however I am not interested in continuing with your services if this is how business will be conducted. To resolve this matter, I ask to be reimbursed for the electrician's charge. If you will not reimburse for the unnecessary service call, I wish to cancel the home program membership and receive the refund for those services not yet rendered."Since there has been no reply from the business, I am seeking both a refund for the unnecessary electrician visit and for the annual HVAC service plan, as I do not wish to continue doing business with this company.

  

  Business response

  06/07/2022

  I have spoken to the customer and resolved the concerns. It is the Organizations stance that the customer will be refunded the total charge billed by ******************. We understand the customers perspective on the matter and as always strive to provide a great customer experience, service and fair rate. We appreciate the business and recommend if having any concerns about services provided, reach out directly to our in house call center to resolve the matter.

   

  Sincerely,

   

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

  Vice President

  Customer response

  06/07/2022

   
  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

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dec 7th 2021 one hour heating and ac people came out gave us a free 2 nd opinion.the worker got 1 heat strip to work but the heat wouldn't wouldn't shut off we had to turn off the breaker just to turn it off. The next day was warm outside we tried to turn on the ** but it didn't work we have a brand new ac system and thermostat so we tried to just put up with it for at least a little heat it's just too hot so we reached out to them and they tried to tell us they didn't break it and wants to change us. Are place could have caught fire and we're in are home suffering in the heat when we have a brand new ac system.

  

  Business response

  01/10/2022

  We apologize for the issues you are having but we are the One Hour Heating and Air located in *********, **.  We unfortunately did not service your home.  

*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. ↩