ComplaintsforOne Hour Heating & Air Conditioning
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/13/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a service agreement with them less than a year ago for bi-annual HVAC cleaning & tune-ups and was never contacted for service. When I reached out to them they told me that they shut down the service in my area and I was out of luck. They owe me a refund.Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I bout a mew heating and air unit brand new from one hour heating and air on February 22nd, 2017. I paid $10,955.00 in total, including extended warranty for parts and labor since I have a prepaid extended parts and labor warranty with one hour heating and air. On January 11th 2024 I called one hour heating and air for an emergency heating repair and was advise that the ********** location has gone out of buisness I then called around to the surrounding non local areas to have a repair done since my unit is covered under ************* hour referred me to another company. No other company can honor one hour heating and air parts and labor warranty. The cooperate office is still doing business. However, when i do reach out, im told i will get a call back, and i have received no return calls or messages at all. My dispute includes one hour heating and air honoring my warranty and reimbursement for the cost i have already had to pay.Initial Complaint
09/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On June 20, 2023 One Hour Heating and Air came out to my resident to confirm that the **** need to repaired which was under warranty. The ***** pipe was starting to leak and I was informed that it would take 1-2 weeks for the part to be delivered. Since the service visit I have called the office four time checking on the status and keep getting the response "We will have the parts department follow up with you". At the time when scheduling the service call, the customer service department did not inform me that it was going to cost $150 for a warranty service call.Initial Complaint
09/06/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
On August 9 2023 my new air conditioner unit I purchased August 2022 from One Hour Heating and Air wasnt working so Jedidiah came out to see why the unit wasnt working. He noted the primary circuit board was shot. He informed us this was a lemon and needed to be replaced. Since the unit was brand new he confirmed this would be covered under warranty. He then ordered the part. I called a week later and ******* came out again on August ************************************************************ the board wasnt covered under warranty. When I asked why he said he wasnt sure but they were all surprised. He told me it would be $815.00. I was appalled but paid the fee. I have been trying to reach someone at this company since to find out more of why this wasnt covered under warranty. I purchased the unit from them for $17.000. I have called over 26 times and all the call center employees state is they will take a message. I am furious that if ****** knew the part wasnt under warranty why didnt he tell me before installing the product. I thought it was under warranty. At this time I am requesting my $815.00 back.Initial Complaint
07/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Service technician came out on 7/11 for a scheduled maintenance on a fully functional air conditioning unit. Both heat and air worked perfectly.The technician finished the service and stated everything looked great. He left without powering up the unit as did I to attend to work meetings.That same day, when we came home my wife and I noticed the home was warm (pictures saved from thermostat). We turned on the unit and noticed nothing was coming from the vents. We gave it all hour and noticed that things had warmed more up to 88 degrees. I went outside to inspect the unit and noticed that there was now ice forming on the outside.I called the company to see if they could send the tech back out but they told me that due to short staffing the tech wouldn't be able to come out for up to 2 weeks. I told them the wasn't acceptable and that they need to send someone. They escalated and stated that someone would call me back that night. We slept on the floor if our living room at 84 degrees.No one has called us back and I've called multiple times and escalated via email and voicemail. The same response is the no one can come out for 2 weeks and they can't even schedule. My children and I have asthma and we can't stay in the heat so we rented a hotel.Costs are now rising and we need resolution.Initial Complaint
07/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I paid for 5 years of ************ in June of 2022, $675. They came out in January 2023 for a check up. Now, my AC stopped cooling properly 10 days ago. I have been calling nonstop for 10 days, I have even tried going by the office to speak with someone. There was no one at the office the 2 times I stopped by. All the phone numbers go to a call center that has no idea of what is going on locally, and every time they try to reach out to the local office they cannot reach anyone either. This is very frustrating and just plain wrong! I would at the least like my $675 back since I only received 6 months of service out of the 5 years I paid for! How can any company get away with taking your money and then disappearing?Initial Complaint
12/18/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Had brand new central heating and air put in on July 6, 2022. Stopped working on 7/8/22. Came out, said it was a wire that was nicked. Stopped working again on 7/17/22. Was given direct number to ********************. Came out 7/18/22. Said this time it was due to the electrician not changing the 2 breakers they were supposed to. Waited 2 days for part in over 100 deg temp. Stopped working again on 7/24/22. Came out 7/25/22 and was told needed new part that regulates the "up * down". They rigged it so we'd have air. Never stopped running. On 7/27/22, whistling noise from inside unit. On 8/2/22 air stopped working when temp hit over 100. Once temp cooled, air came back on at 8pm. Husband had to use all his days off to have all this done. Husband called City Hall on 10/14/22. They said permit was never pulled. On 10/17/22, ************************** Bldg * *************** came out. They gave us a notice of violation as the **** was installed without a permit. Send copy to ****** email. **** responded saying they'd take care of it all and we'd be contacted. Never did and never were. On 12/13/22 had them to come out to do warranty service. Was told that the heat pump and condenser have to be replaced and they'd ask ******* to pay for it. 12/16/22, they called to ask us to give them permission for ******* to give us an upgraded different brand part. We told them we want it fixed. Every time I have called ****, she never answers. I leave a message and we never get a response.Business response
01/09/2023
Good morning,
*************** in regards to customer HillThe new unit is on order and will be replaced for them as soon as it arrives and that is completely covered by the ******* warranty. We should have it by the end of this week or beginning of next since it is coming from the factory it take a little longer to receive. I believe the customer was updated by ************** that has been working with the customer, but I will double check those facts. Please let me know if you need anything further. Thank you
*************************;
******* Dispatch
One Hour Heating and Air
************Customer response
01/10/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
But, we are only accepting the new part. We are not accepting that they still have not permitted it, they have not taken care of the vents, or that their errors have made our SMUD go up and we should be compensated.Initial Complaint
08/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On July 9th, 2022 I called one hours hotline to request my semi annual system tuneup and check that is done per the membership I purchased, ************* Mind you, I have around 10years of membership purchased with One Hour Heating and Air. On July 15th, 2022, ******* explains that the Capacitor is on a low charge and the compressor is going bad and is over amping. He recommended replacing the capacitor, and installing a hard start kit to assist a 1year old compressor. ******* did not conveyed anything about warranty coverage or procedure. He said it would cost me $650.00. I told him I will call the installing company to see if there is a warranty. I received a zero dollar invoice indicating comfort club visit, with the recommendations from One Hour Heating and Air. My father who has over 30 years of ** experience, came over on July 16, 2022 to look at the unit. He told me that the system is running within the specs on the ** unit. He advised he thinks One Hour is just wanting money. I then had the installing company come out on July 17, 2022. The owner of the installing company came out and did a full review of the system. He showed us the system readings and explained his readings to us when compared to the system specs on the ** unit. He too found the system was running within the expected parameters. The compressor was not over amping or failing, and the capacitor was not running on a low charge. Keep in mind, the 16th and 17th were days that were over 100 degrees outside. The visit by the installing company incurred me a $89.00 fee.I have emailed *********************** multiple times, and I have not received an email back. In my email I directly request my 10years of membership refunded, and the $89 service call from the installing company refunded, so they misdiagnosed. As of today, I do not have a response.Business response
11/10/2022
************** has, what we consider, an old unit. The unit is over 15 years old. When ************** went out to the property ************** performed the due diligence in the maintenance protocol. ************** noticed that certain readings were low. At this point ************** showed the reading to our customer and explained that an item was starting to show wear. ************** proposed several line items to our customer. Our customer chose not to follow through with any items and called for 2nd opinion. We always recommend to our customer to get 3 estimates. We do not pay for other companies to go out. This customer did not like our findings and opinion. They have every right to get a second opinion. We will not and should not pay for another company to go out and give their opinion. As to the findings time will tell when his system fails and we warned him it would.
Thank you for your time and if you have any questions, please feel free to contact me.
Regards,
Customer response
11/10/2022
I am rejecting this response because:
As much as whoever responded would like to think their staff did due diligence; they did not properly check the unit. Two other people with over 30 years of experience have claimed the united is running fine.
I have years of maintenance club purchased. I would like a refund of all the remaining maintenance years on file.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
9 total complaints in the last 3 years.
2 complaints closed in the last 12 months.