ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/22/24 Our air conditioning unit went up. So I filed a work order on the app. I talked with a ****** she managed to get me an appointment on Sunday morning. The tech arrived around 1130...*** looked over the unit. He stated that it maybe a manufacturing problem. He comes back a few days later and says that we have a terrible leak. It won't hold any antifreeze. So *** leaves and writes up his notes. I then called the company of business. To see when will they be able to order parts and set up a appointment to get this fix quickly. I spoke with ***** and she claim she was going to call me back. I'm still waiting for the call. However I spoke with **** on 6/24/24 she was the very first person I spoke with regarding this situation.. She never called me back either. I feel like this company is giving me the run around. So today I called and I'm talking to a new person and she doesn't have clue about anything. As I'm talking to her she asked if I could hold on, She comes back on the line to tell **** will be calling me. **** was beeping in while I was talking. After speaking to **** she tells me the part as been ordered. She told me she would call me back today to see when the part will be available. I called at 4 today it's now 430...no call back. I explained to her I have health issues and I cant be hot. This whole situation is just a mess. I called the General manager ** ****** this morning around 930...I left a message, no call back. They are very short of staff and everyone quit from the Dover site. So they actually have one person covering. How do you run a business with one person? I would like a refund of 195.00 since the problem wasn't fixed. Our unit is under warranty so we want it fixed.

  

  Business response

  07/01/2024

  Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration you have encountered. We take Any concerns seriously and aim to address them promptly .We are not short staffed; we have 2 offices, one in Wilmington and one in Dover .  I have techs working from both office’s all over Delaware, and surrounding areas  it is the summer time, and this is all of the hvac company’s busy time
  Regarding your request for a refund of $195.00, that was for freon which is not covered under any of the warranties
     Your unit was installed on 12/31/2022  
      You have a 10 yrs. Parts warranty 
     You Had a 1 yr. labor warranty
   Repair part is covered   no charge $0.00

  There will be a labor Cost to install new part 

  Customer response

  07/02/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. HelloI'm refusing the company's offer because I feel like this whole process spun out of control very quickly. If the general manager would of reach out to me. We probably wouldn't be in this position. Communication is the key. Instead my message fell on death ears. However I due have some questions:1. Why didn't the technician check for any leaks the same day?2. Why didn't I get a call back regarding the part coming in on that Friday?3. Why didn't Mr. ****** reach out to me regarding this situation?4. How come I wasn't offered the warranty again before it expired?Instead I was placed in awkward position. I was forced to file a complaint with the BBB. This would be the only way I could get results properly,and to make matters worse. I had to communicate with *** P because no one else would communicate. Now if we're able to negotiate I may consider the offer. This will be up to you Mr. ******.My response:Our unit had some issues so I was in panic mode trying to get this resolved quickly. I was sick and had a headache I couldn't shake the headache off, So I went to a friend's house to stay. It was hot and I wasn't able to stay in my home. This was an inconvenience for myself and my family. I have severe health issues so I was definitely put in harms way. I explained this to a few of the ladies in the office. After I explained this to Tony that's when she hurried up and followed up. I hope this never happens to any other person. Also *** P stated that he thinks it could be a manufacturing issue with unit. So if that's the case why I am paying to get it fixed?  Now I am aware of the warranty I have on the unit. But I need you to help me understand why we're you going to charge me 1900.00? This unit is less than 2 years old. I don't think I should pay that amount for something that is that young. This unit was over 10,000. dollars. We purchased this on Dec 31, 2022, and to top it off Mr. ****** you should of been the one communicating all this to me. Instead I had a conversation with Mr. ******** he was the middle man, that was not his responsibility to do that, you put him in a awkward position. But I would like to thank J.P for taking the lead. Now if we can come up with a fair price. I would be more than happy to move forward. If you can meet me in the middle I would greatly appreciated.  This should be a learned lesson for everyone. If we're all adults let's conduct ourselves in that fashion. Please let me know  what your thoughts are regarding the price of labor. I don't want any surprises. Say what you have to say and mean what you say. Nothing more...Nothing less...Hopefully we can resolve this in a timely fashion. Thanks for taking the time to read this email. Best Regards, Regards, Complaint ID: 21912438      

  

  Business response

  07/11/2024

  Dear   *********  ***** 
  I hope this message finds you well. I want to start by expressing my sincere apologies for the inconvenience and frustration this situation has caused you. Your feedback is important to us, and we are committed to resolving this matter to your satisfaction.
  I understand your concerns regarding the repair cost of $1900. To help alleviate your frustration and as a gesture of goodwill, I am pleased to offer the following adjustments:
  Initial Cost Reduction:
  We will subtract $195 from the original repair cost, bringing the amount to $1705.
  Manager  Discount: From ** ******
  Furthermore, we will take off an additional $500 from the adjusted cost.
  This brings the total repair cost down to $1205.
  I hope this revised amount reflects our commitment to providing fair and reasonable service. Your satisfaction is our priority, and we want to ensure you feel valued as our customer.
  Please let me know if this adjusted cost is acceptable to you, and we can proceed with the necessary repairs. If you have any further questions or concerns, feel free to reach out to me directly.
  Thank you for your understanding and patience.
  Best regards,

• Initial Complaint

  09/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a A/C unit in the amount of $10,700 on 4/7. During installation I noticed they were going to install a different handler then we purchased. The first time we used the A/C was @ 5/21. The unit was running non stop with the temperature set at 72 and the temperature stayed at 78 with the humidity close to 70. One Hour tech came out and said we had too much refrigerant. A few days later it happened again, One hour tech came out and said there wasn’t enough refrigerant. After the third time calling and wanting to talk to the manager with no response they sent out a head technician. He said that we needed new duct work and they were willing to provide at no cost since it was there mistake. A week later a tech came out and replaced the flex duct work. When done he showed the new install. They replaced our flex duct work with industrial size flex duct which has taken up the whole attic which is unacceptable. He called the owner and told us that they just wanted to see if that would fix the problem and if so they would come back out and fix it. As of today, the head technician said he would come out and move it, but that is not what I was told. I later got a call from One Hour to set up a time for someone to come out. I said I wanted to talk to the manager or head technician before someone came out because that’s not what was promised. As of today, no response! I want to know why we have had so many issues with a brand new system. I need to have insulation put in the attic before winter. Not sure why we need industrial size flex duct work in a house taking up all the attic space we have. I need the situation resolved, with what we were promised and I don’t think industrial size flex duct is acceptable with no attic use.

  

  Business response

  10/24/2022

  The system wasn't operating properly because the old fiberglass return ductwork was leaking badly, Which was existing behind the air handler. This allowed the hot and humid attic air to be pulled into the AC coil which adds load. there's not a lot of room behind the air handler. My solution was to run a new round flex duct. The flex is large, but properly sized and is working good. I did talk to Mr. ********* and was willing to rearrange the duct if I can.

  Then I got word that Mrs. ********* didn't want us to come out.

  Customer response

  01/05/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below. **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered. I did speak with One Hour the same day that they requested to come out and arrange the ductwork. I only suggested before they came out that I would like to speak with ***. Of course I never received a call back. I have since then had New Castle County come look at the work and they suggested that the ductwork be moved also. So, we would like for One Hour to come back out and move the ductwork to a more appropriate area, so the attic can be more accessible and can be used for storage if need be. Regards, Complaint ID: 17919457      

  

  Business response

  01/12/2023

  This is an attic install that had issues after the install was complete. Because of the configuration of the equipment and how it is located in the limited space in the attic, the return duct did not get identified as being an issue with the proper operation of the cooling system. After the system had operated for several days it wasn't cooling the home as it should have. After a close diagnosis it was determined that there were significant air leaks in the return ducts. Because of the air handler location, the supply trunk duct location, and the return grill location we couldn't replace the return duct in the same footprint as existing. 
  We disconnected the existing return duct and installed a properly sized flex duct from the existing return grill to the return plenum. After the correction the system worked properly. It does loop around the pulldown attic stairs. This is the best solution to make sure everything works as it should. 
  I had made an appointment to see if possibly we could do something different to open the area better but that appointment got canceled. I did fail to get back to the customer to reschedule the appointment.
  It is easy for a person to come out and look at a system and agree that something should be moved or reconfigured, but no true solution is offered. Because of the space limitation in a typical attic, it is easy to go north and south but not east and west because of the dropping roofline. Put all this together and it is why the return duct solution was installed to fix the return duct problem, and why it is located where it is.
  
  

• Initial Complaint

  08/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wife and I purchased a new central air conditioning system over a year ago. At the time of purchase, we requested the extended, 10-year labor warranty which was confirmed by the salesman. However, during their registration of our system, they did not acquire the additional coverage. Since then, for over a year, we have continued to follow up regarding their error, all the way to the General Manager, Eddie Santos, and now they won't return our calls. We feel this is very poor business etiquette and I'd like other consumers to be able to avoid them in the future through awareness.

  

  Business response

  08/23/2022

  I've Been trying to help figure out how to help them, being that we do not work with the company that was doing the extended warranty program anymore the only other idea is to join our club members ship (Platinum club ) offers -Priority front of the line service which the cost of this is $36.95 a mth giving them up to $500 coverage per incident on covered parts maximum 4 times a year no evaluation fee express window.  i think it comes down to cost where they only want pay $300 to$400 total please let me know how else i can help ,thank you Ed Santos

  

  Business response

  08/23/2022

  I've Been trying to help figure out how to help them, being that we do not work with the company that was doing the extended warranty program anymore the only other idea is to join our club members ship (Platinum club ) offers -Priority front of the line service which the cost of this is $36.95 a mth giving them up to $500 coverage per incident on covered parts maximum 4 times a year no evaluation fee express window.  i think it comes down to cost where they only want pay $300 to$400 total please let me know how else i can help ,thank you Ed Santos

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