Complaints

• Initial Complaint

  08/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Service date 7/25/24 tech came out and serviced my unit. I signed a yearly membership for $19.99montly. I want to cancel my membership without paying any penalties but was told it would cost me over $200 to canceled.I was over charge for there service and do not want this company at my house again

  

  Business response

  08/21/2024

  As ****************** stated on July 24, 2024, he booked an appointment with One Hour Air Conditioning & Heating for the following day, July 25, 2024, due to his HVAC system not cooling his home properly. Upon the technicians arrival and diagnosis several issues with Mr. ******** system were discovered. After reviewing the findings with ******************, going over repairs and pricing Mr. ******* approved the technician to move forward (signed invoice enclosed). While on site, ****************** was offered and accepted to sign up for the ************ Membership, in which he received over $200 in discounts/savings. 
  
  ****************** was made aware of the one-year term minimum for the ************ as well as the cancellation terms, as clearly printed in bold text on the signed ************ agreement form (enclosed). Club Member or enrollee agrees that any savings or discounts realized for services rendered on the date of club enrollment must be fully paid through future dues prior to termination, or remain on membership for a minimum of 1 full year from date of enrollment; whichever is less.
  
  At the conclusion of the service appointment the technician was able to resolve all issues and Mr. ******** HVAC system was working/cooling properly once again. ****************** confirmed his satisfaction with the service received by leaving a 9 out of 10 review post appointment. 
  
  Additionally, on August 1, 2024, ****************** called the *************** again as he received a notification from his bank regarding an error with his payment information provided for the monthly ************ dues. During this call ****************** provided updated payment information to get his account corrected asap. At that time, ****************** had no issues, problems or concerns with his HVAC system, service received nor the ************ Membership. 
  
  On August 20, 2024, ****************** called the *************** to cancel his ************ Membership. At that time, ****************** was made aware of the balance due to cancel early ($206.02); which was the savings received on the date of enrollment ($226.01) minus the one month of ************ dues paid ($19.99). ****************** declined to pay the balance and opted to remain enrolled for the year term for $19.99/month; despite his request to never contact him nor send a technician to his home ever again. During the call ****************** stated he feels he was overcharged for the service. One Hour informed Mr. ******* that we operate off our StraightForward Price Guide and he could have opted to decline the repairs had he felt at the time that the pricing was too high. ****************** also confirmed on the call yesterday that his system is still cooling/operating properly since having the repairs completed. 
  
  We apologize ****************** has buyers remorse almost a month post repairs. However, ****************** is trying to avoid paying for services that have already been rendered. 
  
  Please note: All calls are recorded and on file, we would be happy to provide upon request.

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Thurs May 2 2024 I contacted one hour air conditioning and heating of mandeville to fix my upstairs air conditioner.Diagnosed as out of refrigerant.They offered to recharge at $2000 or replace the coil (likely the source of the leak) for $5300.I chose the latter option.They advised this would be better than simply recharging.It worked fine for a day or two, and then i noticed it was not cooling, it was blowing hot air.I contacted them with no response.The next Friday I was able to get in touch with them.They sent a tech the next day, Saturday, and he diagnosed the compressor as being grounded.I spoke with their lead tech, **** last week.He admitted that the new coil likely broke the entire outside condenser/compressor becayse of the increased load.All they want to do is sell me more stuff instead of fixing what they broke.I have opened a dispute with the finance company, ***************

  

  Business response

  06/03/2024

  As stated, on May 2, 2024 One Hour Air Conditioning & Heating went to Mr. ********* home as his upstairs system was not operating properly. Upon the technicians arrival and diagnosis, it was determined that Mr. ********* system was completely void of refrigerant due to a leak in the evaporator coil. ******************** has been aware of this problem for almost two years, as One Hour has added refrigerant to this system and recommended replacement of entire system on more than one occasion over the last few years.
  
  During the appointment on May 2nd ******************** was provided three options to correct the systems problem: 1. Continue to add additional refrigerant to system (One Hour does not recommend this option), 2. Replace evaporator coil only, 3. Replace entire HVAC system (both Condenser and Coil). The technician explained to ******************** that replacing the entire system would be the best option due to the age of system (16 years old) and since it was not known how long the system was operating void of refrigerant as this will put a great amount of strain on the condenser. The technician even went a step further to provide ******************** an analogy of this situation being equivalent of continuing to drive your car with no oil and the strain that causes on the cars engine. With all information and options presented ******************** opted to move forward with replacing the evaporator coil only, as he did not plan to stay in the house much longer. The evaporator coil was replaced on the same day, May 2nd. 
  
  On Saturday May 4, 2024 at 4:37pm ******************** did call the *************** and spoke with the after-hours call center stating his system was blowing hot air initially but after a few minutes cold air started blowing which is different from how the system operated previously and Im not understanding how this works is the long and short of it. While ******************** did request a call back to have some questions answered he did not make One Hour aware his system was not operating properly, and he needed immediate assistance. It was not until the following Friday, May 10th that ******************** called the *************** once again stating he needed service as soon as possible. 
  
  The following day, Saturday, May 11th the technician arrived at Mr. ********* house to find his condenser grounded and needing to be replaced. ******************** was upset and told the technician he would call the office on Monday to schedule an appointment to obtain quote for condenser replacement. After a few back-and-forth calls between ******************** and the ***************, ******************** was finally able to connect with the Service Manager, ****, on May 16th. **** went through all past and present findings of the system with ******************** and also provided the analogy of oil in a car; even though the leak was fixed the long-term damage to the condenser (or engine) is irreversible and it is not known how long it will last. ******************** acknowledged he was aware the system needed to be replaced for a while and understood the analogy provided but was understandably frustrated at the timing of the condenser going out. At that time ******************** requested a quote to replace condenser from ****. **** provided the price to ******************** and even gave an additional $1,000 discount off the price for his frustration. ******************** concluded the call by asking for time to think things over and he would circle back with ****. 
  
  A week later, May 23rd, ******************** called the *************** requesting to speak with someone from corporate and claiming One Hour broke his condenser, despite agreeing with **** and understanding the situation on previous call. 
  
  Please note, all calls are recorded and stored in customers account.

  Customer response

  06/04/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Although when I intially spoke with ********** claimed to understand his explanation, it is also a fact that he admitted on that call that the new part broke my condenser. He said my existing condenser could not handle the increased load caused by the new coil. If the calls are recorded, this should be on the recording. I only realized this after taking time to think over what he said on the call. Based on what he said on that call, it seems there is a much higher risk involved in replacing the coil versus simply recharging the unit, and this was not explained to me by **** on the initial visit. Who in their right mind would pay 2-4 times what it would cost to recharge the unit for a new coil if there is a high risk of needing to replace the entire system? I am not a HVAC expert, that is One Hour's job to know and explain these risks to customers.
  

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

  
  

  

  Business response

  06/04/2024

  No where in the 14 minute and 40 second conversation between ******************** and **** did **** admit the new part broke Mr. ********* condenser. What **** stated was, Old units like that you are taking a chance, that why they recommend doing both [meaning coil and condenser/compressor] at one time. Once they get old like that you are taking a chance by doing anything. Its running from strain, from lack of refrigerant for X amount of time. And also putting that new coil on, that old coil could have been compacted that compressor been used to running under that strain, and you go and put a new coil on and now there is no strain on it. Now the compressor doesnt know what to do, it seizes, it goes out. This is in no way an admittance nor indication that the existing condenser could not handle the increased load caused by the new coil. 
  
  As stated to ******************** several times, refrigerant contains oil which lubricates the compressor. If the system continued to run without any refrigerant, for any amount of time, this puts a great deal of strain on the compressor.  Same as with a vehicle, if you have a known oil leak and all the oil leaks out but you continue to drive the vehicle this put strain on the engine. Eventually you bring your car to the mechanic and only fix the oil leak. This does not fix/repair the irreversible damage to the engine that was caused from continuing to drive the vehicle without any oil; the engine could fail at any time.
  
  In regards to simply adding additional refrigerant to the system versus replacing the coil only, being that One Hour has added additional refrigerant to the system several times over the past few years we do not recommend continuing to do so. This option is putting a band aid on the problem, rather than fixing the problem itself; which we do not recommend to customers as they will end up spending more in the long term. 
  
  ******************** is correct in stating he is not an HVAC expert, and our technicians are. This is why **** recommended ******************** replace both the condenser and coil at the same time. However, ******************** opted not to listen to the expert and take his recommendation. 

• Initial Complaint

  09/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My AC was not blowing cold air and I called and the technician came out and said there was a leak. He did NOT make the repair but charged the unit, filling it with refrigerant, knowing it would continue to leak refrigerant in my house. They billed me over $1200 and I thought they made the repair. He said they would be back to see if there were any more leaks, 'micro-leaks'. Today they called and came out, and gave me another quote for repairs and more refrigerant. The unit is under warranty, but they want to charge me for parts. Their advertised cost to check freon is $97 with a free pound of refrigerant. They did not give me the advertised price, nor a pound of refrigerant, and I am a member paying monthly maintenance. I am supposed to receive a 10% discount on equipment, but they charged me over $700 for ink to find the leak. (when I look this up online, the most expensive ink system I can find is $200, so I am not getting the discount in the contract. They will not tell me list price so there is no way for me to verify they are honoring the contract. When I look up HVAC scams, charging the unit instead of making the repair is in the top three scams. If they are doing this in multiple houses, as they say 'there are leaks all the time', then they are in violation of the *** guidelines to make the repairs before wasting the refrigerant and causing environmental harm. In this case, the leak was inside my house. I went to the emergency room yesterday with difficulty breathing and headaches that started on Thursday. I had fluid and burning in my esophagus. My house is sealed in the attic because I have spray foam insulation, so the refrigerant was leaking in my house all of this time. When I told her I went to the emergency room yesterday with my symptoms she laughed and said 'it is not harmful'. One Hour AC is fraudulent, over-billing, polluting the atmosphere, and risking health and harm because leaking refrigerant is dangerous. Poison control told me to open all my windows and leave my house. They emphatically told me to LEAVE MY HOUSE. They are billing me monthly about $160 and to charge the unit, wasteful, was over $1200

  

  Business response

  09/28/2023

  On September 11, 2023, ************************************ called the One Hour Air Conditioning & Heating office to make an appointment, as her A/C system was not cooling properly. Shortly after, a technician arrived at ************************************ home and diagnosed her HVAC system to be low on refrigerant. Being that HVAC systems are sealed systems, if a system is low on refrigerant there is a leak somewhere within the system. At that time the technician recommended to ************************************ that additional refrigerant and a ** Dye Kit be added to the system in order to properly locate the leak. ************************************ agreed to the recommendations and pricing, and the technician moved forward with adding 4lbs of 410-A refrigerant and the ** Dye Kit to ************************************ system. Before the technician left ************************************ home, he informed her that he would return in two weeks to locate the leak. 
  
  On September 25, 2023, the same technician returned to ************************************ home just as previously discussed to locate the leak. Upon inspection the technician found a leak in the evaporator coil. He then processed to inform ************************************ of his findings and notified her that the evaporator coil would need to be replaced. Being that ************************************ system is still under manufacturers warranty the cost of the new evaporator coil would be covered; however, the consumables (liquid line filter drier and refrigerant) are not covered under any warranty and therefore ************************************ would be responsible for this cost only. 
  
  ************************************ was not pleased that she would be responsible for the consumables and proceeded to call the *************** 10 times that same day. ************************************ spoke with multiple managers, including the Service Manager, who has 17 years HVAC experience, and refused to believe anything stated to her. During one of the calls later that afternoon, ************************************ agreed to move forward with getting the evaporator coil replaced and the price of the consumables. The replacement evaporator coil was scheduled to be installed at 8am the following morning, September 26, 2023. A little while later, ************************************ called the *************** back and during that call ************************************ confirmed twice that she wanted to cancel all services with One Hour Air Conditioning and Heating. As a result, One Hour did not replace the evaporator coil in ************************************ home per her request. 
  
  Enclosed you will find documentation confirming everything stated to ************************************, that she refuses to believe; a refrigerant leak in your home is not harmful, 410-A refrigerant is not harmful to the ozone layer, the *** leak repair requirements are applicable to systems of 50 pounds or more, and the manufacturers warranty covers functional parts only. 
  
  At this time, ************************************ has confirmed to the One Hour corporate office that she has spoken with another HVAC company regarding replacing her evaporator coil and therefore no action and/or refunds are due to her.

  Customer response

  10/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  One Hour AC has not made the repair. I am without central AC on Wednesday October 4, 2023 and the unit is under Manufacturer parts and labor warranty with FREE freon refill for the coil failing.

  Ink is a primitive way to detect a leak, they use it to bill 'consumables' $700 for ink and freon that would leak out within 24 hours. Digital equipment is MORE reliable and gives an immediate information as the volume leaking from the exact location, since it was such a large leak. This would be sufficient to replace the coil with the manufacturer warranty. There was no need to detect smaller micro-leaks. They could have used a digital meter and made the repair immediately without wasting refrigerant in my house and sending me to the Urgent Care.  They are an environmental nightmare in violation of EPA recommendation to NOT charge leaking units before repair. ********************************************************************************

  Not making me aware of the full parts and labor and refrigerant warranty and billing me refrigerant constitutes fraud and one of the top 3 scams in HVAC Services. *******************************************************************

  I want a full refund for the refrigerant, ink and the invoice shared. I have had the unit under maintenance contract since it was purchased. I want a refund of the maintenance contract for the past year.

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

  ************
  
   

  
  

  

  Business response

  10/04/2023

  Once again ************************************ refuses to believe the facts presented to her. As previously stated, refrigerant is considered a consumable and is not covered under any manufacturers warranty. 
  
  Due to refrigerant not being covered under manufacturers warranty, and the technician obtaining authorization to perform the recommended services (adding 4lbs of refrigerant and putting UV dye in system) a refund will not be issued. 
  
  At this time, One Hour does not wish to conduct any further business with ************************************.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Late 2019 lightening hit my home, hit my AC unit. Upon calling One Hour AC and Heating to check the unit I was advised the unit was old and it was best to replace the unit inside and out. ******, owner of the company advised he worked with companies that sold units and would see if they had one to fit. They did but it was more than what the insurance company would pay, we discussed options, he advised me I could pay him what I could afford to pay off the balance. The unit was installed late 2019, issues from the beginning, they came out a few times to fix the issues, weather changed, AC was no longer needed. I started paying towards the balance in 2020, I paid monthly, paying $100 each month. Next summer in 2020 I had to call again to report the unit was not cooling. They came out again, no one seemed to figure out what was wrong. 2021 rolls around same issue, under warranty and they would order a part, never got done. The unit has not worked properly since installed, but I continued to pay. In 2023 I was diagnosed with breast cancer, had 3 surgeries and same AC issues. In July the unit quit working completely. I called the office I was told I had to speak with ****** and had to pay my balance. Upon asking if they were going to schedule someone, it is triple digits, I advised I am prepared to pay the balance once my system is working. The only response was I had to speak with ******. I called the office at least 6 times and kept getting told ****** was given the message, do you want to pay your balance. I told them I would happily pay the balance when my system is working. I called ****** on his personal phone and left a detailed message. Until today no one has come to check the unit or called me but did mail me three invoices in two days saying I will be turned over to Collections. After two days in triple digits, I had to pay someone else to get the system on, cost to me $275 for a unit under warranty with One Hour AC and Heating.

  

  Business response

  08/31/2023

  On August 28, 2019 ****************** had One Hour install a ******* HVAC system for $6,208.00. As of today, August 31, 2023, ****************** has a balance of $1,578.00 remaining. As outlined in the enclosed statement, ****************** has not paid $100 each month since 2020. The last payment received from ****************** was October 24, 2022. ****************** is very well aware of the balance due, as she is emailed a statement each month, which we can confirm all statements have been opened by ******************. Since it has been over 10 months with no attempt made to make a payment or communicate with One Hour ****************** has been turned over to collections for the balance due. 
  
  This afternoon ****************** received a call from One Hour and a compromise to pay the balance due has been agreed upon by both parties.

  Customer response

  08/31/2023

  Better Business Bureau:
  
  I accepted paying a balance of $1303.00 to clear the balance. I have reviewed the response made by the business in reference to complaint ID ********, the response stated my balance was $1578.00 and I agreed to pay the balance. I did receive a call from One Hour, and we came to a mutual decision that I would pay $1303.00, and this would clear the balance.
  
  Regards,
  
  *** ***************************
  
   
  

  

  Business response

  09/01/2023

  As stated in previous response a compromise to pay the balance due has been agreed upon by both parties. ****************** is correct, the compromise is to pay $1303.00 in full with check being mailed today, September 1, 2023.

  Customer response

  09/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I have mailed out a check to pay the balance of $1303.00.
  
  Regards,
  
  *** ***************************

• Initial Complaint

  02/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In October 2022, my main floor AC unit stopped working. One hour came out shortly before to service/clean the units and when I questioned whether or not they had damaged it they said they didn't work on it and only worked on the upstairs unit. However, the contract stated they were to work on both.After a lot of back and forth, I agreed to accept that this was an honest mistake. The unit is under warranty but they still charged me $2570 for the repair. Additionally, the service tech had agreed to pay me $2500 for an engagement ring but never returned with the money.Now, on the first day since the repair that I need to run the *** it is out again. So, I am out over $5000, plus a monthly $38 service fee that does not get performed and I still do not have my AC working.

  

  Business response

  02/27/2023

  On October 5, 2022, routine maintenance was performed on one of the two systems ********************* has on contract with One Hour. As stated, it was an honest mistake on our technicians behalf that the second system maintenance was not performed on the same day. Late in the afternoon of October 24, 2022, One Hour was made aware of one system not operating properly at Mr. ********** residence. He was immediately put on the schedule for first appointment the following morning. During this appointment, it was discovered the maintenance on the second system (system not operating properly) was not performed. After the technician performed the maintenance and diagnostic on the system it was determined the system was low on refrigerant and a dye kit was recommended in order to find the refrigerant leak. The price ********************** paid for this appointment ($1,145) was strictly for the additional refrigerant and dye kit, both of which are not covered under any manufacturers warranty. 
  
  Just as with any dye kit, a two week follow up is required in order to find the location of the leak within the system. Mr. ********** follow up appointment was scheduled for November 8th; however, per Mr. ********** request the appointment was moved up to November 5th due to the system being void of refrigerant once again. On this appointment it was determined the leak was in the systems evaporator coil and the technician charged the system with refrigerant once again, at no charge to *********************** 
  
  On November 28, 2022, the systems evaporator coil was replaced. And while the systems parts were covered under the manufacturers warranty One Hour did not install the system initially and therefore ********************** was made aware he was responsible for the labor portion of the repair. That said, the $1,425 ********************* paid was the labor charge and additional refrigerant needed to get the system operational once again. 
  
  On February 21, 2023 (Mardi Gras Day) ********************* left a message at the *************** making us aware the same system was having issues once again. Upon the technicians diagnosis the following day (2/22/2023), it appears the system has another leak. Once again, a dye kit was put in and the system was charged with refrigerant at no cost to **********************. The two week follow up appointment is scheduled for March 8, 2023.

  Customer response

  02/28/2023

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

  It is clear that One Hour does not have the capability to adequately perform the service for which I pay a monthly fee, nor the skill to diagnose or repair my AC.  I request a full refund of the original diagnostics and repair plus all monthly charges on the service contract.  In addition, I would like compensation for lost wages since I had to leave work on February 22 to meet the service technician who also needs me back on March 8 to complete the diagnostic and once again attempt to repair the unit.  The lost wages include $26.89 for the 41 miles of commute plus $747.66 for 6 hours of lost time at $124.61/hour.  The total I am requesting is $3838.26. 

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

  
  

  

  Business response

  03/08/2023

  As previously stated, Mr. ********** two week follow up appointment to perform system leak search was today, March 8th. Upon technicians arrival the thermostat was set to 72 degrees, which the system was able to satisfy and maintain desired temperature. ********************** also informed technician that the system has been operating with no issues since last appointment on February 22nd. Technician then proceeded to check refrigerant levels, which were stable and did not need any adjustments, along with checking the system for any traces of dye. At this time, the technician was not able to find any signs of an additional refrigerant leak in system. After entire system was thoroughly checked, inside and out, the technician discussed with ********************** the possibility of the leak being within the walls. At that time, ********************** agreed to let the system operate as is especially since no further issues have arisen. ********************** will notify One Hour if problem resurfaces in the future. 
  
  ********************** is aware and verbally agreed to technician the issue was not caused by One Hour and the recently replaced evaporator coil is operating as designed. 
  
  At this time no refund will be issued, as One Hour has not attributed to the issues of Mr. ********** system in any way. We are happy to continue to work with ********************** and will do right by him, should any issues arise in the future.  

• Initial Complaint

  10/24/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was told by the salesman that the present value of the loan was the future value. He had me sign an electronic tablet but failed to provide me with the loan terms. He deceived me and scrolled past all of the loan information to the area where I signed. He wrote on the bill that the term of the loan 120 months @ $12000.00 and was actually 120 months @$20000.00. and that was the only document he left me to review. The employee also offered me his prescription medication in which I did not find professional.

  

  Business response

  10/25/2022

  We apologize for any confusion ********************** has regarding his loan with the financial company, Ally, for the **** system that was installed on January 27, 2022. However, just as with every customer in any industry, it is the customers responsibility to review and understand the terms of a loan he/she is taking out. If ********************** had questions and/or concerns regarding his loan, he could have asked the salesmen during the appointment or called the office to inquire further. Additionally, as per Allys terms and agreements, **** emailed ********************** a copy of the loan documents (enclosed) on January 18, 2022 (the day in which the system was purchased). As it clearly states on page one of loan documents, in large bold print, the Amount Financed as well as the Total of Payments (aka Total Loan Amount). Once again if ********************** had questions regarding his loan after reviewing the loan documents, he could have called the office and/or cancelled the **** install all together.

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 7, my AC went out. I called One Hour AC, a company I've used once before to come resolve this problem. The technician gave me an option of replacing the system, a choice I couldn't make because of my financial situation. He then let me know he can put Freon in it and Stop leak. He never advised me of an easier solution such as the evaporator coil being replaced. I trusted that Stop Leak and Freon would at least last me until the cooler months of the year. On August 21st, exactly two weeks later, my AC gave out again. I paid the company 1081.03 for two weeks of service. I have been in heat for almost a week and I've consistently called the company to come resolve the problem. After a few days of constantly calling and being in a 90 degree house, they send me a quote for a $4000 evaporator coil. They refused to compensate me for their failure and joked that "They personally wouldn't have paid $1000 for something that wasn't permanent." I don't find anything funny about paying for a service that I did not receive. I trusted this company and they stole from me. That is not okay. It is unethical of a company to not empathize with their stakeholders. I have children and pets in the house, not to mention the heat is affecting the structure of my house. On their site it says they are UWin Guarantee. It states "UWIN® is a consumer service resource exclusively for the customers of One Hour Heating & Air Conditioning. UWIN® backs our satisfaction guarantee and provides accountability whenever a UWIN® contractor is asked to honor the satisfaction guarantee. In return for displaying the UWIN® seal, contractors agree to 100% satisfaction guarantee. Because of our UWIN guarantee, customers can trust that any service problems will be resolved quickly and honestly." They have not honored the satisfaction guarantee. I am disappointed. I feel betrayed. I am hot. No pun intended. I had another technician come out after them and the problem that One Hour diagnosed was wrong.

  

  Business response

  09/02/2022

  *** ******

   

  Your complaint was brought to my attention yesterday regarding what you already paid. As our standard operating procedure, stop leak is not a repair but more a temporary solution to buy time. We cannot guarantee stop leak will fix a leak and for how long. As you stated in your complaint here, we did come out on 8/7/22. The technician found the leak as well as other issues with the system. You could not afford to purchase a replacement at the time and, as stated in the invoice, you opted to save up to replace later. It also states in all caps that "HE IS AWARE THIS IS NOT A FIX AND WE CANNOT GIVE A TIME FRAME OF HOW LONG IT WILL LAST BEFORE IT LEAKS OUT AGAIN. EXPLAINED, the 50/50 shot of using stop leak working." Clearly the stop leak did not last very long. Another one of our technicians returned to your home on 8/29/22 and stated you just wanted a price on a new coil. It was after 5 PM and we were unable to provide an estimate for that coil at the time. Once we received a price from the supplier, we sent an estimate to replace the coil on 9/1/22. Following that, we received 27 notifications of complaints placed by you to our website. One of the complaints is a threat stating "we gon burn ya'll company building down." I do not take threats like this lightly and have placed your account as DO NOT SERVICE. Additionally, further threats like this will result in legal action taken. 

   

  In addition to the things mentioned above, in your initial request for service on 5/1/22, you stated, "my freon is leaking." You knew you you had a refrigerant leak. *** ******* I am very sorry you are without air conditioning in the heat of summer. However, if you have no way to pay us for the repairs needed to properly fix your leak, I cannot provide the service.

   

  Sincerely,

  Thomas L******** 

*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. ↩