ComplaintsforOne Hour Air Conditioning & Heating

• Initial Complaint

  07/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Thieves!!! Charging my card without providing service and everytime I call they say “we are scheduling, I will send a message to billing and they will call you back!” Nobody calls back at all and can’t get a hold of even a supervisor or manager!!

  

  Business response

  07/15/2024

  This refund has been processed, we apologize for any inconvenience the delay has caused. We appreciate you taking the time to speak with our billing department and allow them to take care of you. We do hope you will give us another chance in the future to re-earn your trust. Team One Hour.

• Initial Complaint

  07/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July '22 we had 1Hour install a new AC unit. On Sun., 6.23, my husband noticed a drip coming from the ceiling. Upon further inspection, he found that the copper line in the attic was leaking. We immediately called One Hour & they came out the next day, Mon., 6.24. Their tech said that the insulation around the line was old & disintegrating, & had not been replaced when we got the new unit. He fixed the part that was dripping, but by that point, much of the insulation we had blown into the attic in Dec. '23 in that area was decimated & there were several cracks in the ceiling due to the water damage from the leaking line. Tech confirmed the insulation on the line should have been replaced with the install of the new unit. When we inquired about their process to fix the ceiling, tech shared that his supervisor told him we need to claim it on our homeowners insurance. Not satisfied, we reached out to speak with a manager who came out on Fri., 6.28. We explained the situation & what the tech found, & we told him we just wanted 1Hour to make our ceiling right since the problem was due to incomplete install. We also explained that we subscribe to the company’s service plan & at least 2-3 additional tech have been in our attic, on schedule, to inspect & service our unit & its parts, & no one has ever brought this to our attention. The manager looked at the damage to the ceiling as well as the copper line that was dripping and made notes. We heard back from the manager today & he said they will not be providing any compensation to repair the ceiling, which since his visit with us last Friday has gotten worse and looks like it is about to fall in. We trusted this company as AC experts and not only did they fail us when it came to a complete install, but they have also failed us in terms of making the incomplete install right. All we want is for 1Hour to take accountability for their mistake and compensate us for the damages.

  

  Business response

  07/03/2024

  After reviewing this concern we confirm a unit was installed in 2022 and that there is condensation present of the pvc drain line where the armaflex insulation on that line ends. Customer was concerned whether or not it was replaced as new when the unit was installed, we have confirmed armaflex insulation for both the pvc drain line and the suction copper line were both replaced. A visit was completed by our supervisor 6/27/24, his inspection revealed that there is a high amount of humidity present in the attic that may have been a contributing factor to the excess condensation on the pvc drain line. We have scheduled another visit to the home to assess that damage and plan on working with the client to reach an amicable solution. 

• Initial Complaint

  08/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company was called to my home to check air conditioning unit that was not getting cold (But cool air was coming out.) I expected 8 guests the next day so I decided to have the unit checked. Technician recommended adding refrigerant. He said he needed to go to warehouse to get refrigerant that was not carried on their service vehicles anymore. He returned and placed product. He left my home cooling at same level as he arrived and said it would start to cool soon. I left home minutes after technician left to run errands and returned 2 hours later to a HOT house with hot air coming from vents. NO MORE COOL AIR!!!! Only HOT air since that day. I called the company immediately and and was told someone would contact me shortly that evening about the problem. No call from them that evening or next day. I called them next morning and asked for someone to come to my home. I was told that the only thing they could do was to replace the unit. I am upset that they refused to send someone to see what happened. If they had simply done that I may have purchased a new unit from them. Of course this problem occurred at the worst time for me. I had out of town guests arrive the next day. I had to purchase window units and fans for the weekend. I simply want my $801 returned. It was a huge inconvenience and frustration for me. Rhonda

  

  Business response

  08/15/2023

  Our Technician went over the findings that included a leaking coil and explained to our client we could not repair the damage. Our client requested to have R-22 freon added even after our Technician advised against it because we could not tell her how long it would last. Our Technician also explained if the client did decide to replace the equipment this spend could be applied towards the unit replacement cost. Please contact us directly if your decision is to replace the equipment. All work was approved and signed for before any work was completed on the invoice.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called One Hour to check and fix my a/c that wasn't working. The tech replaced the compositor, but the unit didn't come on, $400 charge. He said the next step was to change the fan motor, the charge would be an additional $1,500. My uint was over 20 years old, so the tech suggested just get a new system. They sent out an estimator who quoted $20,000 for a 1255 sf home. He showed me receipts of other customers saying I was getting a good deal. I told him I could not afford to pay that amount. So he suggested I get the compressor replaced and coil replaced and keep my 20 yr old furnace. And showed my a $107 monthly bill from a $368 billed an asked would that work. I was left with a $9499 bill, and under the impression that everything on the order was needed to complete the job to give me a new system that I would fix my issue for years to come and within my budget which he assured. Twelve days later my a/c stopped working, a fuse popped they said it wasn't under warranty. After my dad got involved and stated they ripped me off by fluffing in a bunch of stuff that was not needed and that I should have had an entire new system compressor and furnace for what I paid. They estimator added a lot of unnecessary charges and my a/c still not working so the problem was never fixed and I'm left with a bill and an old furnace after paying $9499.

  

  Business response

  07/27/2023

  We apologize for any inconvenience you experienced during the repair process of your air conditioning unit. We understand your frustration, and sincerely appreciate you bringing this matter to our attention. Our team has already come to your home and resolved the issue, plus our General Manager personally reached out to you this morning to verify that your AC unit is now functioning optimally and to address any remaining concerns. We prioritize the well-being and comfort of our customers, and we were pleased to confirm that your AC unit is in good working order! Please feel free to reach out to us if you experience any further issues with your unit, as you now have our direct contact information.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 12 month recurring payment plan (called comfort club membership) with One Hour around June 2020 and was billed $14 accordingly in exchange for free inspections for heating and cooling. The billing would continue even after the 12 months was complete (which I was aware). However, I cancelled my membership well beyond the 12 months and was told it was cancelled (this occurred around April 2022.) However, I found that One Hour was still billing me monthly. I called to request a refund and they “sent my request over to billing”. To this day I have not received a refund and I am still being billed. I called again around august and was to.d again that my request would be forwarded to billing. I discovered today they are still billing me and have not stopped the charges. The representative refused to provide me with the number to the billing department, nor did she transfer me. I also asked for their address to make a complaint and was told “clay and west Sam Houston parkway” and was told she did not know or have the address. Please note. I may not have the correct times I called month wise but this has been an ongoing issue for several months and I just want my money back and for the charges to stop immediately.

  

  Business response

  10/24/2022

  Hello,

  I have reviewed your file and want to apologize for the delay in processing. As of today, 10/24/22 we have cancelled your membership and processed a refund effective July 2022 when we have record of your first call. Please feel free to call ************ and speak to Jimmy the General Manager if you do not receive the refund within 7-10 business days. Again, we apologize for the delay, we do hope you will give us a chance to re-earn your trust in the future.

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