Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/09/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by the call center that I would receive a free replacement quote for my HVAC. However, after providing the quote, they asked for a $99 fee for the visit. When I refused to pay, the technician added the $99 charge to the replacement quote (see attached image) as an extra cost if I decide to proceed with the replacement. For the past few weeks, they have been sending me bills for the visit.

  

  Business Response

  Date: 09/17/2024

  Our Service Manager, Drew spoke to the customer on 09/10/24 after he reviewed the call center call and confirmed that the call center did not make it clear to the customer that the $99 would be waived with paid repair.  Drew explained to the customer that we will credit the $99 off of his account immediately.  The attached is the invoice showing the $99 adjusted off and no balance due.  

  Customer Answer

  Date: 09/18/2024

  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. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been dealing with the same AC failure through all of the below since May 12th, 2024 and have a 5 year parts and labor warranty through 1 Hour. 5/12-AC fail, tech 1 came out on 5/13 and said it was a blown fuse, system worked until 6/14. 6/14-AC fail, tech 2 came out same day and identified a coolant leak, system worked until 6/19. 6/19- AC fail, tech 1 came out and concluded that we would need a TXV valve. Repair was setup for 6/22. 6/22- Tech 3 and 4 showed up and instead of installing the TXV valve, they began troubleshooting from step 1. Tech 3 said coolant had been emptied out accidentally by a previous tech and that could have been the issue. System worked until 6/27. 6/27- AC unit fail. 6/28 tech 2 arrived and I asked for another tech to be present to install the TXV due to tech 3 stating that a previous tech may have created the problem. Tech 3 called a manager and I was told I would be contacted by another tech to install the part. I called a manager for information and was told tech 5 would be on the way to install the part. Tech 5 arrived at 4:30PM and began troubleshooting at step 1 again instead of installing the TXV part. He said other techs did not want to install it, so we would have to set up another time. Install setup on 7/2. 7/2- Tech 5 and 6 installed TXV Valve. 7/8- AC fail, spoke with manager about having a 2nd company review the unit that is listed under warranty. Was given okay, contacted ******* 2nd look on 7/24. 7/24- ******* tech 1 noticed a compressor issue and removed a wire hard start installed by one hour, tech 1 suggested I follow up with ******. 7/26- Called ******* due to AC fail, 7/29 2 techs from ******* and 1 from ******** identified coils that need replaced, ******** reached out to 1Hour for repairs.Called on 8/2 due to no contact and requested manager 8/2- Called 1Hour due to no contact,requested manager was given Monday appointment. 8/5- 1Hour replaced evaporator coil and filter/drier 11:00PM,system failed at 6:30PM.

  

  Business Response

  Date: 08/13/2024

  Customer requesting a replacement system after multiple service calls to his home.  Based on those service calls and the systems continued malfunctions, we have replaced the system for the customer.  Attached is the invoice showing the replacement of the Furnace, AC, Coil, Thermostat & Remote ID temperature Sensor under warranty.

  Customer Answer

  Date: 08/14/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  After speaking with multiple managers over the phone and in person about their $500 no frustration guarantee, I have yet to receive this. As for the A/C issue, I would mark that as partially resolved. It has worked great for nearly a week now. Granted how long this issue persisted, I do not view this machine or equipment running for 1 week to resolve this issue and I deem this as an evaluation in progress.

  I would also like the company to review and/or clarify the following warranties with myself, their employees and managers, as none of them could provide explanation as to what the below provides when asked.

  Peace of Mind Guarantee

  "No Lemon" Guarantee

  Total Comfort Guarantee

  Also, with managers admitting they have a disconnect between technicians and themselves, I would highly recommend a high level team building course that involves both management and technicians within this company.

  Given how difficult it was to finally get this machine replaced, a review of how warranties between ******** and One Hour are handled should be reviewed.

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

  

  Business Response

  Date: 12/09/2024

  On December 12, 2022, *** ****** signed an agreement for One Hour Heating & Air Conditioning to install a new DELUXE comfort system in his home.  *** ****** was offered 3 different options at that time. (Basic, Deluxe, and Premier).  Each option affords more guarantees from our company.  Since *** ****** did not choose the PREMIER option he did not have the $500 No Frustration Guarantee. *** ****** chose the DELUXE option for install on December 14, 2022.  He is NOT due $500. 

  More Information:  *** ****** began having intermittent issues with his system which we came out to diagnose over 6 different visits.  We even had the manufacturer out to help access the issue.  *** ****** told us he was not satisfied with the system and wanted an entire new system installed.  We removed the entire old system and INSTALLED an entire new system on AUGUST 9, 2004.  Attached is the Investment agreement *** ****** signed for his original system on December 12, 2022.  

  Here is the information from the second install on August 9, 2024, regarding work completed:  

  Replaced furnace, AC, coil, thermostat, and remote ID temperature sensor under warranty.  
  Enlarged existing 1st floor return opening to increase airflow. 
  Replace liquid line filter drier, leak checked and evacuated system.
  Set gas manifold pressure to 1.33”WC low fire and 3.35 high fire
  Set blower speeds; low heat 6, high heat 11, high cooling 10. 
  Static pressure is 0.88” total at approximately 720cfm in high cooling. Supply 0.42”, Return 0.45”
  Return temp 78.8°db, 68.0°WB
  Supply temp 56.7°db, 52.7°WB
  Delta t 22°
  High side 295psi 10° subcool
  Low side 130psi 17° superheat
  OD temp 84°, 55%RH, 69.2°WB

  One Hour Heating & Air Conditioning incurred ALL the cost for new equipment and labor to install the second system under.  We did this under the "2 Year Satisfaction Guarantee" he had with his deluxe system.   We feel we have gone above and beyond with our service and our promise, handling this customer with care, with integrity, and with transparency.

  Thank you,

  Mark H*****, General Manager. 

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My air conditioning stopped working on 7/13/24. I have 2 small children and it was a very hot day, needed this resolved quickly. I found them on google and called and they showed up within the hour. They came out and changed out the capacitor in my AC. It did not fix the issue, told me immediately I needed a new unit due to motor failure and potenital leaking. Quoted me at $7,000. I got a 2nd opinion, when he replaced the capacitor and it immediately resolved the entire issue. On a 90 degree day the 2nd opinion fixed it in 5 minutes and I had AC once again. I believe the first person intentionally used a dead capacitor in an attempt to fix it and make more money. I kept the capacirtor he used as he attempted to let me keep it as a "good faith gesture." The 2nd opinion confirmed he used a dead capacitor, which I still have in my posession. I was charged $100 for his "analysis," but I truly believe there was 0 effort to address the actual issue and an attempt to take advanatge of me. I have attempted reaching out to this company and they say they will let upper management know and reach out. I also left a google review, they replied to it in 2-minutes asking me to email them and that they would follow up and resolve this. No reply from that either. This company is running a scam and taking advantage of people by convincing them their AC units need to be replaced entirely.

  

  Business Response

  Date: 07/31/2024

  We spoke with the client on Tuesday (7/16/24).  The customer explained that out tech diagnosed a failed outdoor fan motor and recommended system replacement.  The Customer agreed and scheduled the replacement.  Then, the customer got a second opinion from another company.  The other company replaced his capacitor, and the system is running.  The customer asked for a refund of this money, which we agreed to because of the misdiagnosis.  He seemed very understanding and we believe the issue to be resolved. 

  Customer Answer

  Date: 08/21/2024

  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. 
  
  Regards,
  
  ****** **********
  

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired One Hour Heating & Air Conditioning to do a full furnace and AC replacement for our home in December 2022. We have a home warranty on the property and advised the technician that came out (Bobby) as such. The home warranty company advised that they would cover the cost of the furnace replacement, as long as we submitted an itemized bill showing what the parts and labor breakdown were for the furnace. We have requested an itemized bill over 6 times at this point, and every time I call the company they say that they will send an itemized bill and then the document never comes. I've given two different email addresses and also suggested they send it via regular mail. They claim that they send it every time, but nothing has been received for months. I did finally get an email from them, after my 6th call, on Friday, May 12th with what they said would be an itemized bill. Instead, I received a bill with a single line item for the total cost of the AC and Furnace repair. I do not understand why this company is evading a very reasonable request for an itemized bill showing the cost of the parts and services they performed, so that we may be reimbursed by our home warranty. Without the itemized bill, we will have to cover over $8,000 in furnace replacement that should have been covered by our warranty. In addition to the above issues, our technician advised our warranty company that none of the parts were covered under manufacturer's warranty still, meaning they should cover the entire furnace. We later found out that the heat exchanger was still covered under manufacturer's warranty, but that because Bobby had taken the part away during install and discarded it, we could not file a claim under manufacturer warranty anymore. This will cost us the price of the heat exchanger due to Bobby being untruthful about the manufacturer's warranty and then discarding the part. I am seeking an itemized bill for the furnace as well as reimbursement for the heat exchanger.

  

  Business Response

  Date: 05/25/2023

  Good afternoon. I was able to reach out with **** **** to discuss this matter today (5/25/2023).  I apologized for the delay in getting with her and we were able to discuss this matter regarding her home warranty company and how the process works regarding repair vs. replacement options, and also review some of the details.  We have sent the itemized bill to her, but she needed a couple additions (includes manufacturer warranty information on the old heat exchanger and one other installed part charge) that I will send to her.   I have committed to **** **** my attention to the matter and she and I have a plan to resolve the matter to her satisfaction.  The target date to get **** **** her requested information is 5/26/2023.  Thank you for bringing this to our attention and allowing us to resolve the matter. 

  Kind regards,

  Mark H*****

  General Manager

• Initial Complaint

  Date:11/22/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Furnace failed 02/20022..called this company out to house in 3 hours payed premium price for new furnace next day. With warranty no problem for time need and service well within price....furnace not working nov/2022...they can come look at it next week.

  

  Business Response

  Date: 11/30/2022

  Client did purchase furnace with warranty from our company and was installed in February 2022.  Client called for service on the evening of November 22nd to set up a no charge warranty call. We reached out to the client the next morning to schedule the service call.  The service call was set up for November 25th.  System was heating normally on arrival.  These are our technician's notes from his diagnostic call.  

   

  (Arrived at home today for no heat issue. Upon arrival system was working properly. Customer had duke energy out earlier in the week because at the same Time his furnace quit, his gas dryer did as well. They told customer that the gas cock installed by us was causing “fluctuations” after inspecting this, gas cock is installed correctly and was up to code. I checked incoming and outgoing gas pressures and no concerns with furnace operation at all. If this issue happens again, it is gas related and I would recommend having duke out again to check their system function.)

   

  This issue has been resolved and customer was not charged per our warranty agreement.

  Customer Answer

  Date: 12/01/2022

  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  Date:09/19/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I continue to receive invoices from this company for service I neither requested nor received. I’ve called the company 4 times to explain the situation: My sister and I co-own a duplex, with 2 different addresses (********* ********** **). In March 2022, my sister (******* *******) had someone come to her address upstairs (**** **********) to install a ceiling fan. When the workman arrived ******* was told there was a $59 “trip fee” in addition to the cost of installing the ceiling fan. ******* advised that she was told $59 as the cost of installation, and no other charge. Since they could not agree, the workman was turned away and no service was performed. Several weeks later, I (***** ******) began receiving invoices at my address downstairs (**** **********). I called the company, explained the situation and gave them my sister’s name, address and phone number and told them to bill her, at her address. I have nothing to do with this bill from March 2022. The company has my name and address in there files because years ago they did, in fact, provide service at my address. I promptly paid for that service, without issue. Despite repeatedly being told the situation, the company continues to send the bill to me. The last one, received September 17, 2022, said “Final Notice”. I am being harassed and threatened by this company for money I do not owe them. I’m requesting the help of BBB to resolve this issue lest it affect my credit. Thank you.

  

  Business Response

  Date: 09/27/2022

  I have responded to the customer using the original BBB email on 09/20/22.   I reviewed the complaint and have resolved the billing error in our system.  See the attached email I sent to ***** ****** and her response.

  Customer Answer

  Date: 09/28/2022

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:09/07/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our A/C went out the day before Labor Day. Though we have a home warranty, we contacted this company because we needed urgent resolution. Their technician arrived, inspected things, and told us we needed a new board. He'd have to order it and it wouldn't arrive until the middle of the week. He then went on to state that given the cost of the board, in his opinion we should just replace the entire unit. Given the high cost of the recommended fix, we declined and contacted our home warranty company. They sent a different company to inspect and within 20 minutes diagnosed a loose wire, which they tightened (so evidently the board works fine) and the unit has been running fine since. I'd like the service fee refunded. I'm not sure if the technician from One Hour just missed the loose wire or instead wanted to upsell me. Either way, I don't feel like I received good service for what I paid. Certainly not service that is worthy of BBB accreditation.

  

  Business Response

  Date: 09/07/2022

  Thank you for reaching out.  After reviewing your concerns regarding the misdiagnosed board. We will refund the $139 Service fee back to your **** Card ending in ****. The refund will be processed in the next 3-5 business days or sooner.  

  Customer Answer

  Date: 09/07/2022

  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. 
  
  Regards,
  
  **** *******