ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/19, we had a technician come out for a routine HVAC system inspection. It is included as part of our service contract where we pay $20 per month. This technician found a crack in our furnaces heat exchanger (picture of scope attached), and promptly condemned the unit. We discussed the hazards and scheduled a follow up appointment to discuss replacement with another technician.The install technician came out and gave us a quote to replace the whole system. No issues at all with this gentleman. He was very professional, and even though the quote was higher than expected, wasn't completely unreasonable.We ended up replacing the system with another company. When he removed the old furnace, I asked for him to show me the crack since it was now easily accessible, out of pure curiosity. He could not find anything close to the picture I was originally shown. All we saw are what he called "manufacturing marks".On 5/9, I contacted the original company that condemned the unit. They agreed to send someone out to inspect it.On 5/13, two representatives came out and took pictures and videos of the heat exchanger with the furnace in my garage. They didn't give any definitive answers, just that they would look at what they took and get back to me.On 5/14, I received a response. They showed me a different picture (bright one attached) they said was the crack I was originally shown. When I confronted them about it not looking anything like the one I was shown originally, they changed their opinion and said "that it was hard to duplicate it and they couldn't find what he saw". They then explained that the crack wasn't actively leaking (which they did not perform a CO combustion analysis test), but that it was something that could potentially happen.The whole situation is questionable with them not being able to duplicate the issue, and also with an unaffiliated 3rd party not finding any concerns. Just seeking some sort of restitution for $14,000 wasted.

  

  Business response

  05/17/2024

  Thank you for bringing this to our attention. We take such matters seriously and are committed to ensuring the integrity and reliability of our work. 
  
  Here are a few points wed like to address:
  
  1. **Accusations of Fraud:** After our internal investigation, including evaluating the furnace the Kelleys provided and we returned to them, we confirmed that all photos, videos, documents and the furnace itself were from the original service event. The heat exchanger is indeed cracked and required replacement according to the ************ Associations guidelines. At no time did we admit to falsifying any documents,photos, or videos.
  
  2. **Wasted Time:** We reported our findings and provided options. The Kelleys scheduled an installation and contacted us twice to cancel it. Once to cancel, and one additional time to confirm the cancelation.All calls have been confirmed via in-bound call recordings.
  
  3. **Trust & Transparency:** We value trust and encourage customers to verify findings on the spot. Trust is mutual, and during our meeting on May 13, 2024, **************** agreed to further investigation and allowed us to take the furnace for inspection. Our Service Manager returned the furnace and reported our findings from our internal investigation.  At that time **************** indicated that we had addressed the concerns and verified our findings of authenticity with regard to the original photos and videos.
  
  Given the discrepancy between ********************* accusations via her ****** review and our in-person meeting with ****************, we propose having an independent HVAC contractor of the Kelleys choosing, meet us at the Kelleys to evaluate the original furnace, at our expense. If their evaluation contradicts our findings, we will cover the cost of the new furnace that was installed by their original supposed second opinion.
  
  If this as an acceptable path towards an amenable resolution, please contact our office to make the appropriate arrangements. 

• Initial Complaint

  12/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Charged over $1300 flat rate for a duct cleaning and only spent only an hour cleaning. The technician that sold me on duct cleaning mentioned the job would take around 3 hours and that they would be using "push-pull" cleaning method. The guy who performed duct cleaning had no idea what the method was. Have found multiple ducts that were not cleaned and found chip in the wall after the duct cleaning was performed Called One Hour Heating to discuss and got call center that assured me a manager would be calling me right away. I have not heard from anyone

  

  Business response

  12/28/2021

  My sincere apologies on this as this is the first I, the Operations Manager of One Hour Heating and Air has heard of this. I had my Duct cleaning manager contact client and we got this scheduled to complete on Wednesday 12/29/2021 12-4. I have also sent in clients information to drywall technician to get scheduled for the drywall repair, they will contact client directly to schedule. 

  Customer response

  12/29/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** *****

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 10/06/2021 One Hour installed a new furnace to replace defective one under warranty. My furnace is in my hallway in my home on the way to the bathroom and bedrooms which said hallway has extreme usage. This new furnace is narrower than the previous one which has left gaps on each side of furnace between my walls showing bare wood that is not stained or paneled. The existing molding covering these gaps needs to be replaced to cover these gaps which I might add new furnace is installed crooked. One Hour has left my home is worse condition than it was with installation of new furnace. I expect One Hour to restore my home to good condition by putting in new molding so as to not leave it in worse condition than it was before installing new furnace which will cost $500.00. This will also protect the health of the furnace by keeping dust from going into the gaps around the furnace.

  

  Business response

  10/20/2021

  I have spoken to client since the claim had been filed. 

  One 10/6/2021 the client expressed concern with the furnace that was being replaced under warranty as there was a scratch on the furnace door and refused the installation at that time until she discussed with a manager. She then spoke to Justin C******, our install coordinator who then explained we would order a new door for the furnace and she said that would be fine. She then expressed concern to Justin that the furnace we were installing was not the same size as the previous furnace leaving gaps between the wall and the furnace. Justin advised the client at that time that there is a shortage of mobile home furnaces and we would have to order the same furnace from the manufacturer which could take several weeks to get in leaving the client without optimal heat. The client declined this and opted to continue with installing the smaller sized furnace at which point she was told the trim would not fall under One Hour's responsibility to make her home fit the new furnace. 

  I contacted the client on 10/7/2021 as she was inquiring about warranty information on the new furnace and her maintenance agreement. At that time, I let the client know I was the Operations Manager and gave her my direct phone number and let her know if she had any other questions or concerns regarding her installation then to contact me directly. Client stated at that time she did not have any other questions or concern. 

  Client then contacted our call center on 10/15/2021 around 7pm as her furnace was having intermittent heating issues. She was scheduled for Saturday 10/16/2021 at which point a service technician was sent out and addressed the issue. At that time the client expressed her concern regarding the trim around her furnace. The service technician brought this to the companies attention and I contact the client Monday 10/18/2021 to discuss and offer to get the trim fixed for her regardless of the conversation she had originally agreed to with the install coordinator when she agreed to get the furnace installed. She then told me she had since had the trim repaired and was now just looking to get reimbursed. 

  I will be contacting the client today 10/20/2021 as we received an updated on the furnace door that has been ordered from the manufacturer. I will have the client send me the invoice from the trim repair and I will see what we can do to reimburse per our 100% client satisfaction guarantee. 

  Customer response

  10/21/2021

  Complaint: ********
  
  I am rejecting this response because:

  I was not aware of the furnace being a smaller size until it was installed.  Neither myself or the installer measured the furnace before installing it, thus, we did not know the furnace was smaller until installed which is when I complained about the gaps and something would have to be done about that which the installer said could be taken care of.  I had even asked about the filter that came with the new door and the installer said they were the same size as the old furnace which the new filter is not the same size.  I even asked if he could put the old furnace back in and he said no, so I really had no choice but to leave the narrower furnace in.  I was not informed One Hour would not take care of this matter until I talked with Justin.

  I will not accept or approve anything/response until I know that I will be reimbursed and have been reimbursed from the work that has been done to restore my home to the condition it was in before this furnace was installed.

  I might also add that I am very concerned about not having heat from this new furnace due to the fact the new furnace was not even 10 days old when I started having problems.  Hopefully, the technician who came out has resolved the problem, but we will just have to wait and see when it really turns colder.
  

  Regards,
  
  ******** ********

  

  Business response

  11/15/2021

  To respond, Client has been contacted by my accounting manager Alana on 11/4/21 that the invoice was received and refund is being processed. I know client will not accept a response until she has check in hand. Refund is in process and will respond again once it has been cashed to close out. 

   

  Thank You

  Customer response

  11/16/2021

  Complaint: ********
  
  I am rejecting this response because:  I HAVE NOT AND WAS NEVER CONTACTED BY ALANA on 11/04/2021 or any other date for that matter.  I have heard nothing from anyone except through these responses.  I did get a check today and will cash it and once I know it has cleared my bank will then respond with any acceptance.
  
  Regards,
  
  ******** ********

  Customer response

  11/17/2021

  The check is deposited and I consider the matter resolved.  Thank you for all your help.

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