Complaints

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They first came out about 3 years ago to fix a leak because the central air conditioner was overflowing. They have come out 3 times now, it keeps leaking every year. I was told after the last time it shouldnt leak again. Now this year it did leak again and its ruining my ceiling. They came out again this year again and said they fixed it and it was under warranty but I was charged $119 for a switch to prevent it from overflowing and then another $400 to vacuum the water out of the unit and clean it out which was a result of them not fixing the unit properly the last two times and Im not sure why I was charged since its a direct result of poor work.

  Business response

  06/26/2023

  I just got off of the phone with ****************. The safety switch failed causing the problem.  The switch has been replaced under warranty and we will have someone go out and fix his ceiling. Our handyman should be calling him in the next 72 hours. 

• Initial Complaint

  08/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Please see the attached complaint.

  Business response

  08/17/2022

  ****************,
  
  We thank you for reaching out and allowing our company a chance to resolve the current situation. I reviewed the documents that you uploaded and have come to a conclusion that we need to write a check for $211 to assume the charges for your capacitor replacement by GCHA. I will fill out the paperwork today and submit to accounting immediately. I would appreciate a message back from you to know if this offer is sufficient enough to gain your satisfaction in this matter. Feel free to call me anytime as well
  
  *******************************
  ************

  Customer response

  09/22/2022

  Please see the attached letter from the complainant.
  See Attachment/File: ****** vs One Hour HVACResolved Letter.pdf

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  July 27 Made appointment for next day for service on AC. At this time receptionist ask if I would like to enroll in the Members Program for $12.95 a month and cancellation at any time. She said the program saves you money when they have to come out for service and it would start with my appointment on July 28. July 28 Service man did diagnostic test and added Freon. I ask him how much Freon was and he said he didn't know. He told me my charge would be $786. I had to call the office to see the invoice...Diagnostic. 127. Freon up to 2 lb $485 Each additional lb. 125. I called the office and ask why bill was so high and if I received any discounts for the Members Club the receptionist said no that it doesn't cover Freon. When I signed up the receptionist did not mention anything about Freon not being covered under Members Club. At this time I ask to speak with the manager. I left a voicemail requesting a return call. By late afternoon I still had not received a call back so I called again and was told the manager always returns calls. July 29 I called again to speak to a manager and I told the receptionist I had already left him 2 voicemails. She said she would give him a message to call me. While waiting for a call back I called around to competitors for pricing since my bill was high. I received 2 different quotes and each company said they charge $100 per lb for freon. One hour is charging me double the competitors price. As of today August 2 I still have not received a call from manager. I am asking for a billing adjustment because I feel they are taking advantage of senior citizens since the majority of this area is senior citizens. Any help in this matter would be greatly appreciated. Thank you. I was unable to upload invoice but I have it on email if you need to see.

  Business response

  11/15/2022

  Business Response /* (1000, 12, 2022/08/17) */ We have reached out to this client and spoken at length on this situation. In the end, our company agreed to refund the charges for the refrigerant to stand behind our satisfaction guarantee on all of our work. The client has had the system repaired by another company and agreed to send us the bill for review and reimbursement. The *****'s agreed to call us in the future if they need our assistance Consumer Response /* (3000, 14, 2022/08/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with the manager and he said he would refund the invoice amount from Sandpiper. He originally wanted to send someone out again from his company and I told him no we had to get another company out and they fixed the leak. He ask me to send the other com panys invoice and he refund that amount. He said nothing about just the refrigerants being the only thing he was reimbursing. I emailed the invoice directly to Brian O******* this morning. Business Response /* (1000, 18, 2022/09/01) */ Mr. *****, I have completed a refund form for the full amount of $786.75 to accounting. They will refund that amount to your previously used form of payment. Call me if I can help finish this up in any other way. Thank you Russell H******* Vice President of Operations XXX-XXX-XXXX Consumer Response /* (2000, 20, 2022/09/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I accept the response. I would appreciate if the company would delete my credit card info. BBB....Thank you so much for resolving this issue.

*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. ↩