Business ProfileforOne Hour Heating & Air Conditioning

My stepmom turned on the AC and no cool air. Had one hour come out and said the system was gone. 82 years old and a hot house. Had a Christian man come out and 200 bucks later it is running. Contactor was bad. you decide but 200 or 10,000. Yeah it needs replaced but he should have got it running seeing a senior is living there. AND we made an appointment to see what a new system would cost. Sat in the hot house for an hour and called them to find they could come out later that night or the next day. No call or nothing. We had an appointment for 3 or 4...but not now. If you cannot back up the promise you make, then don't be surprised when no one calls.

Tim, I'm sorry that this has been your experience. It seems like at some point we did not present clear information or that information wasn't relayed properly. When Matt was at the home on June 19th, he should have made it clear that the system was not "gone". To his credit, in his invoice notes he says "Due to age I would also recommend considering replacement options for the unit. But we are more than happy to anything you’d like!" Perhaps that was not verbally communicated with Nancy? Perhaps the invoice was not emailed? We could have replaced the contactor, but Matt also found a disconnect fuse bypassed, which is a safety concern, a dead compressor start kit, and a capacitor testing well outside its recommended range. He also found a concerning placement of a return grille next to the water heater exhaust. We presented these findings in our options and reiterated that we can get the system running. Nancy agreed to schedule an estimate to compare her options since the system is 24 years old. She wanted you to be there, so it was set for Sunday at 3pm. Throughout the day on Sunday, our dispatcher and our technician attempted to call 4 times to confirm the appointment and we were unsuccessful in reaching anyone. Nancy called back at 3:47pm to cancel the appointment. We offered to come out immediately. I'm sorry that the options were not clear and that there was a communication issue on Sunday. We strive to be as honest as possible. The company owners and many of us who work at One Hour are Christians. We constantly stress the importance of educating customers on all of their options and letting them make the decision that is best for them. We feel that is how all businesses should operate. Again, I apologize if that was not the impression you got from our company. Our core values of honesty and integrity truly dictate everything we do. I believe Matt had Nancy's best interest at heart, but maybe he didn't explain that he could get the system running that day. We will be sure to take this as a learning experience and we'll grow from it. I hope that you'd give us another chance in the future if you need service again. I'd like to offer a complimentary year in our Club Membership. Let me know if you'd like to accept that and we'll do our best to earn your trust back. Thank you for your feedback. Take care, Kyle Corkern General Manager One Hour Heating & Air Conditioning