ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  05/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  6/20/19: **** was installed by One Hour Heating and Air Conditioning. The deluxe warranty covers 5 years on labor and 10 years on all parts. In May 2024, the evaporator coil started leaking. One Hour Heating and Air came out and said they would replace the parts for free but I would have to pay $750 in labor. The 5 years of labor coverage is not yet up on the warranty but they expect me to pay for labor. I kept the **** serviced since installation as the warranty mandated.

  

  Business response

  05/20/2024

  Thank you for reaching out and bringing your concerns to our attention. We understand how frustrating it can be when issues arise with your heating and air conditioning system, and we appreciate the opportunity to address them. Our records show that your system, installed by us, comes with a 10-year parts warranty and a 5-year labor warranty. However, to maintain this warranty, regular maintenance through our ************ is required, as outlined in the signed proposal from your installation. We noticed that there was an issue with [specific problem]. To resolve this, we have already applied a substantial discount to the labor costs, reducing it from $1,763 to $750, as a gesture of goodwill. We genuinely value your satisfaction and would like to ensure that all your concerns are fully addressed. Please let us know if there are any additional issues or if there is anything further, we can do to assist you. Thank you for your understanding and cooperation.

  Customer response

  05/20/2024

   
  I am rejecting this response because:
  
  

  Customer response

  05/21/2024

  When I purchased my h-vac from one hour I got the deluxe warranty. It covers ten years on parts and five years on labor the labor warranty expires June 19 . *************************** diagnosis a problem with the unit. I called one hour and they sent a technician out. He agreed a problem existed. One hour will cover the part but not the labor. I did not miss a spring or fall service. I called one hour during Covid for service and their workforce was depleted so they couldnt send anybody out. I had to call *************************** and they took over the service.no service calls were missed. I think one-hour should honor their contract.I will email you a copy of the contract. I dont believe I should be punished because of COVID that one hour had labor problems.thank you for your time.

  

  Business response

  05/21/2024

  We appreciate your feedback and the opportunity to address your concerns. We would like to clarify a few points mentioned in your complaint. During the ******19 pandemic, we maintained a full staff and ensured that all customer calls were attended to promptly. Our commitment to providing uninterrupted service remained a top priority, and we can confirm that no calls were missed during this period. Regarding the **** unit you purchased, our records indicate that the unit came with a 10-year parts warranty and a 5-year labor warranty, contingent upon regular maintenance through our ************* as outlined in the proposal you signed. Regular maintenance is crucial to ensure the longevity and efficiency of your **** system. We understand that unexpected expenses can be challenging, and as a gesture of goodwill, we have already reduced the labor costs for you, even though the terms of the warranty were not fully met due to the lack of regular maintenance. We value your business and are committed to ensuring your satisfaction. If you have any further questions or require additional assistance, please do not hesitate to contact us. We are here to help and want to ensure that your **** system continues to operate efficiently.

  Customer response

  05/21/2024

   
  I am rejecting this response because:
  One hour was not fully staffed they had help wanted signs on the back of their trucks and throughout main thoroughfares I called twice seeking assistance 

  thank you 

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

  

  Business response

  05/22/2024

  We take all feedback seriously and appreciate the opportunity to address your issues. Firstly, regarding your observation about our advertisements for job vacancies on our vans and main thoroughfares, we would like to clarify that our recruitment efforts have been ongoing for several years, well before the onset of the ******19 pandemic. These advertisements are part of our continuous strategy to attract talented individuals and ensure we maintain a high standard of service. Secondly, we regret to hear that you believe we were unable to attend to your service calls during the pandemic. Our records indicate that we maintained our service commitments throughout that challenging period. However, if there was any misunderstanding or if our records need to be reviewed, we are more than willing to investigate further to ensure your concerns are fully addressed. Please provide us with the specific dates and times of your calls, and any additional details you might have, so we can thoroughly review our service logs and get back to you with more precise information. We are committed to delivering the best possible service and appreciate your understanding and patience. Should you have any further concerns or require immediate assistance, please do not hesitate to contact us directly. 
  

  Customer response

  05/24/2024

   
  I am rejecting this response because:
  

  I received the dates you requested for the service calls from one hour (they were going to investigate ) the unit was installed in June the first two service  calls were free the first in October 2019 and ***** 2020

  October 16 2020 was the first service call that I paid for ***** 13,2021 was the second October 8,2021 was the third ***** 21,2022 was the next payment was made after each service in October of 2022 I needed a repair and a service call two times I called and both times they were not able to send anyone out I was forced to call someone else I called *************************** a reputable company they were able to come out they took over the service calls not one was missed I think the reason one hour requested exact dates which was very time consuming they are trying to run out the clock the labor warranty runs out June 19 anything else you need I will gladly corporate 

  Thank you 

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

  

  Business response

  05/24/2024

  We have thoroughly reviewed our call records and noted that your last contact with us was on November 21, 2022, concerning a maintenance inquiry. During that conversation, we informed you that your maintenance plan had expired, discussed your options, and provided available dates for a maintenance appointment. You mentioned that you would call us back to schedule, but we did not receive any follow-up from you since that date. We understand your concerns about the labor warranty. However, it is important to note that the validity of the labor warranty is contingent upon maintaining an active maintenance plan, which has not been in place since 2022. Without this active plan, the labor warranty is no longer applicable. In an effort to assist you, we have reduced the cost of the required service. We hope this gesture helps to alleviate some of the inconvenience you have experienced. If you have any further questions or would like to schedule an appointment, please do not hesitate to contact us. We are here to help and ensure you receive the best possible service.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called them at 6pm on a Sunday. Normal service fee of $77, but because it was a weekend if they got to me that night it would $97. Okay fine it's 85 degrees in my house.Polite young man came, saw the compressor fan running and then it cut off, he spent about 30 minutes checking some things and said compressor was gone. Would be $4000-5000 to repair it. I asked what other options we had he arranged for a consultant to come out the next day and go over options.I go to pay the fee the $97 service fee now has a $199 diagnostic fee. I just about had a heart attack. I was forced to pay $316 which included tax to not even have cool air to sleep in. I was told whichever option I choose the fees would be credited to it. I lose the $315. And the more I stew in my own sweat tonight, the more this looks like entrapment. I was told one price and charged 3 times that much after the fact. Pardon me for assuming a tech coming out would include him figuring out what is wrong so he can fix it.UPDATE: so his supervisor came out the following day and fixed it in an hour, I think after their phone service figured out I would go buy a window unit before spending $11,000!!!! To install a new unit, it was magically an easy fix. I still havnt received my $199 refund for the diagnostic fee I was charged for remove refrigerant, which apparently wasn't even the problem. The problem was a gummed up safety valve that just needed to be cleaned, and allow the pressures. To equalize. Update #2: It is now freezing outside, and my light bill is almost $400!!! for the last two months, and my power company technicians who evaluated why my bill was so high says it is most likely due to my freon being too low!. So not only did I not get my $199 fee for removing freon unnecessarily. but now I have paid a double light bills for two months because my system apparently needed this freon they removed. I will be filing a claim with the better business bureau

  

  Business response

  02/24/2024

  We, as the company, made the decision to have a supervisor double check the compressor diagnoses. He was able to get the unit working back in July, we have not been made aware of any additional issues since this time. We will be glad to evaluate the issues ****************** is currently having for no cost to her.

  Customer response

  02/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me pending its completion. Should it not be handled in a timely manner, the matter will be readdressed.
  
  Thank you. 
  

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We bought this Hvac in 2015 and it has been nothing but trouble every since. We have had 44 service calls on it. We bought the *************************** which we pay each month. It wasn't to bad in the beginning but just gets worse. From what i understand the company no longer deals in this kind because of so many problems and ours was one of the last ones sold. Now I can't trust it and it takes up to 6 days to get one. It has gone through 4 tXV valves , freezes up in the summer and quits in the winter. They told us in the first years it wasn't right because of lack of insulation and bad lines in but we have insulated, put in windows , vapor barried it and it breaks down so much that only a supervisor can come to the call. I have tried to call the head many times and am told he isn't available and he will call me back and i never hear from him. I am recently widowed , 72 years old and walk with a ******, i Need my heat. I was without heat last time for six days and had to run with electric heaters, *********** probally likes it but I don't, can you help me as i know they are trying to ************ the warrenty. { I have copies of the 44 calls if you need them}

  

  Business response

  02/20/2024

  **************** has a valid warranty through 12/15/2025, we have honored the warranty from day one the system was installed. Unfortunately, we are unable to control all break downs of a mechanical piece of equipment. We will continue to respond and warranty any issues **************** has with her equipment all though we hope there are not further issues. I will be glad to work with **************** on any ***************.

  Customer response

  02/21/2024

   
  I am rejecting this response because: after 44 service calls and complete avoidance from business this is not acceptable. I can be a reasonable person but, I can't trust this HVAC and can't be without heat for 6 days in a row. They know it is junk and are trying to ************ the warrenty. If they cared they would have responded a long time ago!
  
  

• Initial Complaint

  08/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 04/15/2022 I purchased a new upstairs unit and furnace and it came with 10 year parts and labor warranty and 1 year service contract. I paid ******** total day of service.During the two service visits I was told both time that it was low on Freon and that they put more in as part of service contract. The leak wasnt found or addressed. my AC quit working on 8/17/23. Tech originally tried to point towards mail being issue and since I got a roof added he stated that would void warranty but wanted a supervisor to come take a look. Supervisor immediately stated there was a leak and after putting ***** and and monitoring he found the leak at the copper piping as it enters house. It was bent a lot as it enters the house. I have a picture of the bend and where hole punctured. When setting new paid they had to lift the existing pipe up and out of way to install new pad since it was larger than original. I cant prove but I know it was bent at that time because once I hired a different tech to fix and its pretty obvious no one else can access it there. Instead of just fixing and owning that it was the tech who installed I was told if I paid ****** and bought two more year service agreement the supervisor would have it fixed that day. The guy who installed told me it was his first install in his on and I asked about HVAC training and he was reluctant to talk to me much the day of. Basically one year after paying almost *******, I feel like they should have seen the pressure off and noticed when installing that there was a problem or at least during a service but instead acted like they had no idea how the bend got there or even that it had been there for 16 years since house was built. I want to receive the ****** dollars I had to pay to have Freon added and pipe repaired.

  

  Business response

  08/22/2023

  The service we performed 8/18/23 was the first service call we have had on the unit since it was installed 4/15/23. The technician detected a refrigerant leak at the outdoor unit, he charged the unit (for no charge to the customer), so the customer had AC and scheduled a follow up call with a supervisor on 8/20/23. We were able to pinpoint the leak at the suction line going into the house. From the information we were given the roofers dropped material on the unit which could have caused the bend and leak in the suction line. At the time of install in April of 2022 the old unit was disconnected from the line set, the new pad was put in place, new unit set in place, pressure test the line set to make sure of no leaks, and then connect the new unit. We also pulled a vacuum on the system which cannot be performed if a leak is present. The install crew we had at the customer's home were both experienced installers, we had one who just relocated to ********* from ******* and was new to this area but had years of experience. Our supervisor offered up some solutions to have the leak repaired the customer was using aggressive language and asked our supervisor to leave the property. We have not charged the customer for any work or refrigerant and will still honor the quote we provided. 

  Customer response

  08/23/2023

   
  I am rejecting this response because:
  It is untrue. The supervisor knows they bent my pipe when they installed new unit last year. He was scrambling and feeding me all kind of excuses. I did not let them fix because he wanted 500 dollars and they are the ones who bent it. It has been one lie after another with this company. I do not want anything from them but I will take time to write every review board I can to tell people what a sham they are!

• Initial Complaint

  07/10/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I'm writing on behalf of my elderly mother whose been without AC since 6/29. Her AC stopped working, she notified One Hour who sent a tech out. It turns out the coil went bad. The part is covered under warranty but she had to cover the installation cost. The tech said it should be fixed quickly. Everyday she's had to call to see if today is the day and all she gets in return is part not here check back tomorrow. She suffered for two days before getting a window unit and for her that's not easy. She's retired and lives on SS. This situation is NOT HEALTHY. I'm very disappointed in this company. It's hot and humid and no one should go thru this.

  

  Business response

  07/10/2023

  We apologize for ********************** situation and unfortunately are at the mercy of the manufacturers when it comes to parts. The part we're waiting on had to come from the factory and we're unable to get it here any faster, they get them out as soon as they produce them. The part is being installed today since it just arrived 7/10/2023. Please fill free to call us if you have any further questions.

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Date of service 3/24/23. Asked for a routine maintenance on my heating and A/C unit and was talked into signing up for ************ maintenance service agreement. Even though it was running fine at the time, the technicians took one look at my unit and said it was badly in need of replacing and decided to not do any maintenance on it. One technician was outside and attempted to wash the outside unit, when it blew the circuit breaker and stopped working. The lead technician said he could fix it for approx. $450. My husband said no thanks, and went to ****** and replaced the circuit breaker for $40. We got several quotes for a new system and decided to go with a different company. When I tried to get a refund on the service agreement, they refused and said that the service they initially provided was $97 and the cancellation on the agreement has a early termination fee of $97. Because they did nothing for us except maybe cause the circuit breaker to fail, I don't believe we owe them anything, but I'm willing to let them keep the $97 for showing up, but want a refund of $103 for the service agreement.

  

  Business response

  04/27/2023

  We were called out on 3/24/23 to perform a safety inspection for ******************. Upon arrival ************** identified the unit had serval issues as seen on the attached invoice. The issues found were exiting prior to are arrival. ****************** declined to have any repairs completed but did sign up for the maintenance agreement as seen on the attached agreement. We do list no money will be refunded due to early termination or cancellation of the maintenance agreement, which was signed and agreed to at the time of service. We understand and respect that the customers have decided to move in another direction and are glad to still honor the agreement they signed.

  Customer response

  04/27/2023

   
  I am rejecting this response because: I signed up for the maintenance agreement before technicians told me the system wasn't worth fixing and was told that the cost of the agreement would be deducted from the overall cost of a new system.  I wasn't told that it was non-refundable and neglected to read the fine print. I find this a very underhanded way of taking money from people.
  
  

  

  Business response

  04/27/2023

  As we have shown with the attachments, we reviewed the agreement and the repair options with the customer at the time of service. We again will be glad to honor our agreement with the customer. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company called me about two weeks ago saying they were running a special for an ** check so I said sure come on and do it. The tech gets to my house and he says all right whats going on? He said it was nice and cool in my house, so Why am I here? I said to him well you guys called me about an ** check. He said thats a waste of money I wouldnt do that. So then I asked him well what would you do while youre here? He replied, let me just go check it out and see what all needs to be done. So he goes out there. He checks up in the attic. He checked the unit outside and comes back and tells me all I need is a check up maintenance and sold me on some package that typically cost $400 but he sold it to me for $200. He explained to me that the package included three maintenance checks, one that he was doing today and two more to be scheduled in the fall and the spring. I said that was a great deal. Go ahead and do your thing. When he was finished, he said everything was working great and I should see them in this fall. When the tech came in my house and complimented me on the coolest of my house, it was literally 68 in my house. Less than ************************************************************************* my house goes up to 78 while the ** has been running for an entire day. I called them and have another tech come out the tech that comes out claims that my compressor blue and some other parts and those were things that they couldnt have detected. I insisted that they needed to fix it because nothing was wrong the day the test came out in less than 24 hours later than everything is broken and theyre saying that now I need to replace the unit. While the tech was at my house the previous day he even mentioned to me that they dont make any money off of ** checks they only make money off of repairs and replacements. So it appears to me that This previous tech did something to cause my ** unit to be broken just so that I can call them back. And he didnt do

  

  Business response

  04/24/2023

  Our supervisor has been out replaced a dual capacitor and added refrigerant to the system. We did not and will not charge the customer for any of the follow **** Our supervisor has a follow up to double check the system tomorrow, he will make sure everything is still running properly. Unfortunately, the system failed after ************** left but he had no intention of causing the system to fail. This is why we warranted the work and did not charge for any additional repairs.

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Sept of 2022 I was a member of this businee ************.One hour heating and air is also ******** Franklin plumbing who supposedlyn provides 24 four hour emergency service. Sometime during the first week of Sept ,we had a bad sewage leak.I think this was on a Sunday early evening.The carpet and tile in the downstairs of our house was flooded.One hour was called and they told us no plumbing would be availab le until monday and maybe tuesday I find this to contrary to their emergency services commitment.I have since cancelled my ************ with them I have continued to be billed for two months of service I cancelled. I contacteed the company and was told they could not refund my money ************ owes me $45.88. Please address this complaint.

  

  Business response

  11/14/2022

  We have reached out to ********************** on 11/8/2022 three different times to inform her that the club is cancelled, and we have refunded the charges. We have not received a phone call back as of 11/14/2022.

  Customer response

  11/17/2022

   
  I am rejecting this response because:
  11-17-I have reviewed my in-coming calls and I have none from One Hour heating and air  11-9 and ***** my bank account was debited$21.44  , My account shows no funds refunded by One Hour Heating and Air.

  

  Business response

  11/23/2022

  We have already cancelled the membership and have the accounting department processing the refund. I have attached the notes of where we have been reaching out to **********************, we unfortunately haven't received a phone call back.

   

  11/23/22 spoke with ****** he sent email to ****** to refund the money back I also left a message for the customer regarding this ****** MM
  11/23/22 11:10a cst wnts to cancel membership, sent to ******/JC
  11/23/2022 LVM HEAT MAINT/ AH.DB
  11/22/2022 12:46- SENT TEXT HEAT MAINT TP
  11/16/22 11:09 lVM for heat AA
  11/8/22 lm for customer to call me back ***** MM
  11/8/22 lm for customer to call me back ****** MM
  11/8/22 spoke to customer earlier tried calling back for follow up lm for her to call me back 927am MM
  10/26/22 lm for ******* to call me back 416pm MM
  10/21/22 lm for ******* to call me back to go over an option I have for her 444pm MM
  10/21/22 lm for ******* to call me back to go over an option I have for her ****am MM
  10/21/22 10:22a cst called in to speak with ****** to cancel membership, transferred her over/JC
  10/20/22 lm customer to call me back ***** MM

• Initial Complaint

  10/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was convinced into buying a new system from them because the technician who came to fix my old unit offered me deal of the century, and only if I sign the contract and installation agreement today. This is the worst company I have ever delt with with product quality and customer service. Had a new system installed with them and it is constantly having a major breakdown. Several times after a repair the system broke down again the next day! (in cold weather). Had to have another company come out and provide system maintenance and as a result voided the warranty on the unit. Just seeking a company to provide better and more professional service and assistance. If the product was good quality that would be one thing, but a system that is having major problems since installation and poor workmanship is just unacceptable.

  

  Business response

  10/24/2022

  ************************** system has been installed for 6 years, she had two draining issues (which is related to not having maintenance not the equipment), and a condenser fan motor fail which was replaced under warranty. Unfortunately, the thermostat failed after 6 years and only carried a 5-year warranty. The technician replaced the thermostat 10/21/22, ********************** signed off agreeing to the repair and that she was satisfied. We would be glad to reinspect the system and make sure everything is running at peak performance.

• Initial Complaint

  10/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A technician from One Hour Heating and Air installed a missing float switch (code violation) but failed to recognize that the drain pan, directly under the switch, was completely misaligned from the furnace rendering it unable to capture the overflow of water which, would normally trigger the float switch, which, would then shut down the system. Therefore, installing a float switch without also addressing the misaligned drain pan (code violation) is not only counterproductive but now the switch completely fails to serve its intended purpose. A technician is obligated to report any and all inconsistencies that are related to and or dependent upon any services or repairs being performed. I learned from another company, from which I sought a second opinion, that the float switch is meant to protect against flooding and that flooding can occur in two ways. One way is from clogged drain lines and the is from the overflow of water into the drain pan. However, if the drain pan is not properly positioned to capture overflow, the float switch will not be triggered. Therefore, installing a component that works to serve as a fail safe, but failing to correct or address "both" dependencies, voids the protective measure that is meant to be in place.Had the technician from One Hour Air advised me of the above, as did the subsequent technician, I could've had the responsible company return to correct both of these anomalies at no charge. However, the tech from One Hour Air proceeded to play on my emotions by making me fearful of the likelihood of a flooding since the system had other issues going on. All in order to meet a sales quota, by duping me into over paying for quick and easy fix yet still leaving me, an unbeknownst homeowner, completely subjected to substantial damages had a flooding actually occurred.

  

  Business response

  10/20/2022

  The technician did install a missing float switch to protect the system from overflow. This is to protect from a backed-up drain line which backs up into the system and then the pan. Unfortunately, the other company *************** ****************** on this subject the drain line itself is not the concern it's once it backs up into the system. The switch does absolutely still serve the purpose it's intended for, we do not have sale quotas that our tech's have to meet they're here to provide a service and again will be glad to honor the free heat inspection for any issues ****************** feels she has had. 

  Customer response

  09/22/2023

   
  I am rejecting this response because:
  
  

  According to my conversation with the **************************** Officer, adding a float switch to the coil pipe is only needed when the layout of an attic is not conducive for running a drain pipe to the outside of the home in order to redirect water flow. In which case water would alternatively run into a drain pan, seated underneath the entire unit, thereby triggering the float switch in the drain pan to shut down the system.

   

  In my case however, I actually have both a drain pan and a drain pipe so the tech could very well see that adequate flood prevention was already in place.  But regardless of any pseudo defects claimed to be found, if the absence of this switch subjected my home to the risk flooding, as I was feared into believing, then explain how the installation of my AC unit, which requires a building permit, was able to pass building code inspection? It wouldn't have. Therefore, installing this unnecessary part was not only overkill but having done so by way of fear-mongering makes this service a willful act of fraud.

   

  However, if the respondent disagrees with my statement, I would highly encourage them to reach out to the ****************************, as did I, to confirm the details that I've outlined.

   

  And if you cannot prove that my home was in jeopardy of being flooded because of this missing part, then it would be in your best interest from a customer service perspective to issue a credit in the amount of $234.88.

   

  And as a helpful tip to those reading this post, anytime you get a diagnostic or quote for a small project, you can simply reach out to your local code enforcement officer to verify if the repairs listed in the work order are accurate or even necessary.

  
  
  

  *(Retraction to 10/14/22, complaint: I later learned that drain pan was properly positioned)

  _________________________

  

  Business response

  09/29/2023

  The float switch we installed is designed to cut the unit off if the drain backs up so that the water doesn't end up in the pan. ************** did identify the issues with the drain line, but the float switch is what ****************** elected to proceed with. Whoever performed her previous work installed the drain incorrectly but by installing the float switch, she would be protected from the drain backing up into her system and pan. This was reviewed with ****************** and the invoice were signed that she was 100% satisfied with the work. Again, our technicians do not work to meet a sale quota. These are parts we use to protect customers systems and homes.

*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. ↩