ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a single mom & new homeowner of only 2 years, VERY uneducated in home maintenance. Since owning my home, I have always used this company & all of its affiliates. I thought I could trust their word and expertise. I was WRONG. On 11/2/23 I contacted this company because my furnace was not heating up. They set up an appointment right away, which I always loved. An employee showed up at my door and asked where my furnace was located. He then walked to my thermostat and pressed on it, stating "Oh, this doesn't work?" The temperature would not move when he tried to adjust it. I replied that I was not sure and that what he saw was what I had been experiencing for a while. He then went back to the furnace for a while. He called me over to show me that he cranked my furnace back up with a switch and a lever. He then stated that "current" was cracked and that the cost to replace it was not worth it. I would need my furnace replaced IMMEDIATELY. I told him I could not afford that and what do I do. He said there was no other option. I paid him the service fee and began to panic. I then took out a loan for NO REASON other than trusting the word of THIS COMPANY!! My spirit said over and over this was not right. Before paying for a new furnace I got a second opinion from another independent contractor. Turns out it was ONLY a thermostat replacement. I NEED ALL OF MY MONEY BACK!! I need a reimbursement immediately. Who has time to play in this economy? I need a call from corporate immediately. I am a consistent returning customer and now I will NEVER EVER trust or give this company another dime again.

  

  Business response

  11/13/2023

  The technician that came out is a long-time tech of ours and has never received any complaints and I believe his diagnostic. 

  With that said we would be willing to refund you the $89.95 you paid us. 

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Absolutely NOT. The technician did not bother to do something simple as check my thermostat before saying my furnace needed to be replace. Which it DID NOT. The third party was able to diagnose my issue and resolve it with no problem. I want my $89.95 I paid plus the $233 I paid to the third party. This company has a serious problem with taking advantage of your customers by LYING and forcing us to pay higher costs. I have been a loyal customer for TWO YEARS so obviously money was never an issue. It makes me wonder what else have I paid you all for unnecessarily? Put yourself in YOUR CUSTOMER'S SHOES.  I sincerely am traumatized by the lack of integrity and morals from your technician being down right lied to about a major issue I was facing. I was stressed and overwhelmed and YOUR COMPANY made it worse. I can NEVER ever trust or give another ***** to you crooks. 
  
  Regards,
  
  ***************************

  
  

  

  Business response

  11/16/2023

  We are willing to credit you back the $89.95 you paid ** ONLY.

  Per the information you gave the 3rd party found a bad thermostat and you paid them for that part to fix your situation. Therefor we are not liable as you would have needed the thermostat to get your system back up and running and would have incurred the cost of any thermostat.   

   

  Customer response

  11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Are you lacking mental intellect? YOUR TECHNICIAN never said I needed a thermostat. Instead, he went STRAIGHT for the higher price by informing me that my furnace needed to be replaced and that this was the ONLY option. This was a LIE. Why was I not provided the option to replace my thermostat from YOUR COMPANY? Explain that. I want my $89.95 plus the price I paid the third party PERIOD. You have the technician's notes. He should have suggested this to me BEFORE suggesting to replace my furnace. I can not believe you refuse to make it right with a returning customer that has even referred you to friends and family. 
  
  Regards,
  
  ***** ********
  

  

  Business response

  11/20/2023

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

   

  I have signed off on refunding you the $89.95 you paid ** only. This was my offer and all we are willing to do. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/10/2023 Repairs not completed.

  

  Business response

  09/11/2023

  We went out on 6/10/2023 to client's home to look at why unit was not working. We found that the Capacitor was bad and charge the client our standard charge of $336.00 to replace Capacitor. Client signed and agree to this charge. We replaced Capacitor and unit came back on. We also cleaned outdoor unit and final charges total $425.95 ($89.95 Trip fee) (Capacitor $336.00).

  Due to unit being old client agreed to speak with one of our Comfort Advisor's about replacing old unit on 7-17-2023. Comfort Advisor arrived and gave client estimate for new system. 

   

  Client is stating refund for parts not used but, we installed Capacitor and Unit is currently working. Client has not called back in and stated otherwise. 

   

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The tech did not give me a call to let me know he was on his way. Once ****** arrived he did come in, I showed him the furnace. We went outside to the air conditioner, and I went back in the house. At that time, he came back in the house and told me my unit was too old and I would need to replace it. I told him my unit was only ten years old and it just needed a compressor. At that time, he just looked at me and said oh, so then he went back to the furnace and asked me where the filter was. I showed him and he never removed it. Long story short he said the only way he would give me a quote is if I was getting it fixed or a new one. I feel like he just ripped me off. In addition to not wearing shoe coverings while in my house and he was in and out four different times tracking wet grass all on my carpet.

  

  Business response

  04/24/2023

  Hello, thank you for your inquiry. **************** and satisfaction is our top priority, we apologize this visit did not meet our expectations. The service manager is reaching out to the client in effort for resolution.  

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2022, I purchased two new furnaces with heat pumps from them after one of their technicians advised that my system was requiring updating, or so they said. So they installed it without much problems, however in December when ******* had a bad snow storm my family discovered that the breaker kept tripping and we started going without heat. I contacted one hour who sent out a technician that said it was a electrical issue and that would need to be checked and fixed by an electrician. Since one hour also has an electrical and plumbing side to the company I just assumed that they would send someone out to fix the problem that arose from their work. I was wrong. The technician from mister ****** came out and said it "could be" one of two things either the wiring was going bad, or the fuse needed to be replaced. now if I wanted them to do it; it would be an additional 370 plus the service charge. I felt as if I shouldn't have to pay that. However, One Hour said mr ****** is their own entity and they have no control over that. well since I did not have the money; I had no choice but to continue using the furnace by resetting the tripped fuse. that worked for about a week; then one day it would not come back on, so I called again. This time they sent a young black man out and he did the same as the last looked around but did not touch or attempt to fix the fuse. So around January I contacted a friend who runs a construction crew and one of the company's he contracts with was kind enough to come out to my home and fix the fuse, and he instructed me to call one hour back and let them know I would be sending the bill to them. Which they did end up paying the amount for reimbursement. However, when I was shown why my furnace could not come on it appeared to me like someone intentionally but the wiring barely touching the fuse so that whenever the heat pumps needed more power to kick on the heat pumps it would trip the breaker so that it didn't start a fire. when I contacted One Hour's guarantee line they called back and they were willing to cover the repair (which I previously said they cover), but I thought it was fair to ask that they cover the additional cost that I incurred from having to use space heaters around my home to keep me and my children warm. One Hour said they would send it over for review but after that he did not take any more communication from me and when I called the guaranteed line again, they did not return my call either. Now I question if I even needed the $15,806 dollar furnace at all. then to sell people in these high-priced systems when ******** Brother's is way cheaper is shady business and then try to get more money out of them by not properly doing the work is just repugnant and greedy.

  

  Business response

  04/24/2023

  Hello, thank you for your inquiry. Our Sales Manager and the customer spoke multiple times and agreed to a resolution. One Hour Heating & Air reimbursed the customer for the additional repair made by a 3rd party electrical company along with honoring our warranty on 3 separate calls. In addition to needing hvac repairs / replacement, the customer also had a separate electrical issue at a breaker in the main panel for the home. This was highlighted by One Hour Heating & Air, diagnosed by our sister company Mister ****** and a quote was provided to repair. It was chosen by the customer to have a different company make the needed electrical repairs, separate from the hvac repairs / replacement that was previously done. Once that was completed, we have not returned to the clients home for any additional repairs or issues. The refund for the electrical repair was provided to the customer on 02/02/2023. One Hour ********************** & Air cannot reimburse the customer for the specific months electrical bill due to 1) the breaker issue at the panel is/was a separate problem outside of the hvac services provided and 2) the ******************** announced they did not do meter readings in person during the month of December. Instead, the ******************** billed off previous year and month to date accruals. Reviewing the customers bill for this specific month, less power was used this year, compared to last years statement for the same month.  

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased $15,300 in new heating, cooling unit and a new home humidifier installed on 12-5-2022. Dec. 18, 2022 discovered the furnace was malfunctioning, the technician left a valve open and the laundry room was flooded badly with water. 12-19-2022, technician corrected error and told us to put fan in the room. A fan was not going to help the situation. When you stepped on the floor water gushed out. I called the company, they had ******************* strip the floor and bring in huge fans for 3 days to dry to dry up the water. 2 fans on the main floor and a fan underneath the house. During this time we had minus freezer temperatures outside. The house was cold, loud, we were worried about the pipes freezing because of the fans and the new furnace was over working itself trying to keep up with the cold temperatures outside and the coldness in the house. Friday, Dec. 23, fans were removed. The laundry room was a mess. The door to the hot water heater and furnace were removed and the door to the laundry room was removed. They returned on Dec. 27 to drain and remove the water heater to replace the flooring. I waited all day, no one showed up. They returned late that evening and reinstalled the water heater. A waste of water and energy. On Dec. 28, I called one hour and told them I didn't think the new humidifier had been working since it was installed. They assured me it was, but they sent someone out anyway. Well, the technician said it wasn't working, it had not been wired correctly. It would Jan. 3, 2023, before they could have it repaired. Friday, January 6, they returned to drain the water heater and remove it, again. All this waste of energy and water would be our expense. They replaced the flooring, but did not complete the job. The doors were left off, and the hanging devices had for the laundry were not replaced. The floor is inferior to what we had in the room. The bottom line - Talked to *************** on Friday, Jan. 6, 2023, he told us they were done with us. There would be no compensation or payment to us for any of this disaster. I had someone come 3 times to measure for the floor and pick out flooring. I spent hours and days waiting for all these pairs. The contract says 100% satisfaction guaranteed.

  

  Business response

  01/13/2023

  Thank you for your inquiry. **************** is our top priority and we apologize for any inconveniences this may have caused. Our Operations Manager and the customer have worked to a desired resolution that was agreed upon.  

  Customer response

  01/16/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 1 pound of R410A refrigerant for my air conditioner. The service agent put 1 pound and then opened the valve 6 times to release the coolant into the atmosphere. I paid $325 for a pound of Coolant and I did not get the product. I complained to the business manager, but the issue was dismissed as "the service man handled it properly".It was a hot day, so I had to get coolant added in a rush, but afterward I checked with another company and I was quoted a price of $175 for the pound of R410A coolant.I asked for a partial refund, and the manager refused. I will dispute the amount with ******************** however, One-Hour has not handled the situation properly. I am not asking for a full refund, but I believe One-Hour should return 50% of the payment for all the trouble they have caused me. I had to go to a second service provider in order to get the job done right.

  

  Business response

  09/13/2022

  After further research, I believe this complaint was routed to the wrong location. We do not have any information regarding this client in our database and his information states he lives in ************. I believe this needs to be routed to our ************ location. 

   

  Thank You, 

  ************************;

  Operations Manager 

  ******** One Hour Heating and Air   

  

  Business response

  09/27/2022

  Thank you for your inquiry, customer service is our top priority. We apologize for any miscommunication regarding your service visit and appreciate the chance to work together towards resolution. Our service manager reached out to the client and determined a full refund was acceptable and due to the client. However, carelessly releasing refrigerant into the atmosphere is not something that One Hour Heating & Air practices. 

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I were sold a brand new, high efficiency HV** unit in December 2021 for $10,000. The ** has not worked since we had the system installed. We have contacted this business 6 times in hopes that someone can fix the ongoing issues, since our product is under warranty. Each time we call, we wait anywhere from 2-5 days for a new technician to diagnose the problem. Each time, we are given assurances that it will workbut it does not. At this point, I am 9 months pregnant, it is summertime, and we need to have a functioning air conditioner. Nobody at this company responds in a timely manner, and nobody has fixed the issue(s) we continue to have with a brand new unit. Frustrated beyond words with this companys lack of customer service, and frankly with their shoddy products and workmanship. If we didnt have so much money invested with them, or a warrantied product, we absolutely would have had another company help us. Unsure what to do moving forward for answers and accountability, so hoping BBB can assist.

  

  Business response

  06/30/2022

  Thank you for your inquiry. We apologize for any inconvenience and strive for customer satisfaction. Our install manager and quality control technician has reached out to the customer and is assisting with addressing the concerns.  

  Customer response

  07/01/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  01/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We purchased a heating and ** unit from One Hour Heating in Indianaplois on 08/16/2016. Over the past 5 years, we have issue after issue with the furnace. One Hour has sent out tech after tech, and no resolution to the problem with the furnace. (Fan blowing cold air and burner not kicking on). We were told, its the thermostat, its the filter, we cant find anything wrong with it. In November 2021, we called out a different company, who sent out 3 techs over 2 days to diagnose on the unit. On 11/06/2021, we had the mother board replaced and the tech discovered that the wiring to the unit was crimped and nicked, there fore causing part of the issue. Before we called out the other company, I reached out to One hour and did not receive any communication from them after I requested a call from someone in Management and Tech. Zero communication. This week, we have once again started to have issues with the furnace. I have spent several hundred dollars on service calls and parts for this furnace. It is sad and upsetting that after putting your trust into a company to purchase and install a high dollar unit, to be ignored when a issue that is on going is reported. Attached are the service call papers, dating back to when we first started having issues and to the current situation we are experience. We have had no issues with the ** we purchased, only with the furnance. I am asking for a refund of the price of the furnance only, as we are still paying a faulty unit with no resolution or repair to the unit.

  

  Business response

  01/17/2022

  Thank you for your inquiry. **************** is our top priority and we apologize for any inconvenience. Our Operations Manager has reached out to the customer and One Hour ********************** & Air is set up to run a free diagnostic call to re-look at the issues from the **** system, if any parts are needing to be replaced, this will be covered under the manufacturer warranty. 

• Initial Complaint

  11/24/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a new hvac system in 2016. Have been having issues with it cutting out quite often every year since 2018. A technician comes out, charges me $90 and says there is nothing wrong. One technician told me to ask for a senior technician and another spent time on the phone with supervisors to try to figure it out. I have video of the error code on the furnace but they still say there is nothing wrong. I turn the switch on the furnace to off then turn back to on which has worked so far. The system has been maintained regularly since I am a member of their comfort club for which I pay $15/ month.Last winter I wrote an email to One Hour and a letter to ****** and have received nothing from either.

  

  Business response

  11/29/2021

  Thank you for your inquiry. **************** is our top priority and we apologize for any inconvenience. Our service manager has contacted the client to address any concerns with the system and we have set up a senior technician for a service visit. Our senior technician will go through the entire system to ensure proper operation and functionality. Feel free to give us a call anytime at ************ if any further needs or concerns arise. 

  Customer response

  12/01/2021

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  I was quickly contacted by One Hour and a senior technician spent over an hour checking the furnace. No problems were found, only a couple of possibilities. I am in the same situation as before. Im in possession of a furnace that needs to be manually restarted. This is not what I expected but the company has done what I asked by contacting me. I now have the service managers number which I hope I will not need but since nothing was fixed, Im doubtful.
  
  

  Regards,

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

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Member attempting to fix my air conditioner, actually broke a piece on my air conditioner and was not able to fix it properly. He instead charged me for the piece he broke, looked the item up on amazon and told me to order it there and fix it myself. They left a mess including the broken case on my floor and "jury "rigged" the set up instead of fixing it properly. That night, the improvised job that was made to be the solution, failed and flooded my entire first floor. I have attempted to have thus fixed twice, on time was a no show and the 3 time the guy as 4 and a half hours late out of threshold. Management could care less and still have water leaking everywhere. It's been almost 3 weeks. Still have not spoken to a manager.

  

  Business response

  10/19/2021

  Thank you for your inquiry, customer service and satisfaction is our top priority. We apologize for the mistake and miscommunication. It is our process to confirm with the customer by phone prior to sending a technician to the home. We do this to ensure the customer is home and ready for us to come out. 

  Reviewing this service visit, One Hour was called for service on 09/29/21 due to a water leak at the humidifier. After leaving two voicemails to confirm the call, we were confirmed at 5:02pm. Upon arrival, it was found that the shut off (saddle valve) for the water line to the humidifier was not working and we were not able to isolate the water going to the humidifier. Our technician did leave a recommendation with the client to have a plumber replace the saddle valve with a new 1/4 turn shut off valve so the water could be turned on or off, however, the recommendation was declined. Without replacing the broken saddle valve, there are only two options: 1) complete humidifier service without isolating the water or 2) Remove the water line and remove the humidifier from the HVAC system. We continued with completing humidifier service and during this, the humidifier pad tray was accidentally broken while changing out the pad/filter. We did charge the customer for service in the amount of $59 due to replacing the humidifier pad. Our technician also ordered a replacement tray and scheduled a return call to replace on 09/30/21. Due to the broken tray and the bad saddle valve, we had to install a temporary drain for the humidifier. This was not intended to be a permanent fix, it was meant as temporary fix until we could come back to replace the tray on 09/30/21. The tray had to be ordered and shipped as it was not available same day locally. 

  On 9/30/21 we attempted to call the customer to confirm four times, however, we did not hear back so the return call was canceled. 

  Another return call was booked for 10/07/21 between 12pm and 4pm. Our arrival time was 26 minutes outside of the window and the customer was not home due to having to go to work. 

  A voicemail was left with the customer on10/15/21 to again schedule the return call for the replacement part, however, we have not heard back as of today 10/19/21. 

  The replacement part is in our warehouse and One Hour Heating & Air will replace the tray at no charge and will refund the $59 that was paid for service on 09/29/21 due to the miscommunication with scheduling and the customer not being fully satisfied with services. 

*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. ↩