ComplaintsforSchneider Heating Corp

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our AC/Furnace unit went down and we'd used One Hour before so we called them to quote us a new unit. The rep came out and made all these promises so we signed up. The first tech came out, realized the rep ordered the wrong system. We had the techs come out 3 times in the first week. Wrecked our house with mud and had so many people in and out. Thought it was fixed. Realized it wasn't working the way it should so called to schedule and appt. They didn't have anything for a week in February. Sucked it up with my 7 month old baby. Turns out it was running on emergency heat and they didn't program the thermostat right to detect it. We were charged over $400 each month from the electric company because of it. Then, when it got warmer the next month, the AC wasn't working. Called them and yet again, they didn't have anything for a week. The tech was supposed to be there by 3pm-4pm, no call, no show. So I called the dispatch center TWICE. Each time was told "they'll be there shortly". He didn't show up until 7pm. No phone calls, nothing. He showed up with a helper. The helper had his girlfriend come to my house and pick him up. And the technician came smelling of marijuana. We were told by the first sales rep that they have a policy for customers within their first year that for every time they aren't able to get us in by the next day, we are paid $500 each time. It was a FIGHT to get the first payment. It took over 3 months. Then he said he'd check on the 2nd payment, but months go by - 4 months at this point. I called him today 6/26/23 and he tells me this is NOT their policy, we only receive one payment. The rep who told us isn't there anymore and they won't honor what he told us. I asked him why he didn't tell us this the first time, he had nothing to say. That was Zachary C****. Told me his phone wasn't working for months and still he didn't bother to contact us? Months wasted on lies. I do NOT recommend them. They will give you the runaround for months.

  Business response

  06/27/2023

  We at One Hour take customer service very seriously.  We did stub our toe in this scenario and did our best to correct it.  We try very hard to do what is right and fair by the customer.  We do recognize that we were unable to get a technician there within 24 hours of the customer not having heating/cooling.  Due to this, we did honor our No Frustration Guarantee and wrote the customer a check for $500 as outlined in our policy.  One Hour also respects the customer's home.  Our technicians wear shoe covers when inside the house.  We were not made aware of any mud tracked in the house until after all of this. Unfortunately the comfort advisor who set up this customer is no longer with the company so we cannot verify exactly what was said to the customer.  We do sincerely apologize for the inconvenience and the poor experience.  We strive to create top notch customer experiences and did fall short in this situation.  We have learned from it and do not want to make the same mistake again.  We value all of our customers, their feedback and we do thank this customer for their business and look forward to helping them in the future if needed.  

  Customer response

  06/27/2023

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

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our HVAC system is approximately 2 1/2 years old and was supplied by Schneider's One Hour Heating & Air. On Saturday, 06/03/23 our air conditioner went out. We called twice to have someone come out and was told they work 24/7 and we would be put on a list. Called again Monday, still informed we were on a list and they have no idea when they will come. Could be next day, next week or whenever. Told them that was unacceptable. Again told them we are senior citizens with breathing problems. They didnt seem to care. Called again today and again stated we are senior citizens with breathing issues and they said they are servicing priority clients. Those that pay a monthly charge to get premium service so they will get to us whenever. What kind of company does this to people. They want your business and you pay them in full as soon as they install the system and when help is needed, they could care less.

  Business response

  06/19/2023

  At One Hour, we want to make every effort to help as many customers as possible.  Currently, we are servicing our Comfort Club Members at this time.  These members pay a small monthly premium for front of the line service, up to 30% off repairs and free tune ups.  This customer is not a member of our comfort club and has been put on a waiting list.  We are a business and want to create the additional revenue, but we sacrifice making money to keep our promise to our members.  We have a commitment to them and will keep our promise to our club members because they pay this monthly premium.  We are happy to service this customer when we are able and would love to get her into the comfort club family at that time. 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a member of the Comfort Club Family in which I pay them $209 dollars a year and they are to provide me with a check and a cleaning of my furnace. I have paid in 2020, 2021, and 2022. However, they have never provided this service to me. On 4/26/2022, I had someone come to the house because I could smell oil. They said that they did a diagnostic check on my system and I needed some sort of valve. The man told me that I owed him $174.00 and I said that I had paid the comfort club a total of $627.00 over the last three years in which no one ever came to clean or check my furnace in all three years. He told me that it was a separate issue and that I needed to pay him before he could leave my house. I then gave the man $174.00. I have made calls and no one has ever performed the check and cleanings that I was to have done over those three years however they have cashed all the checks I have sent. I recently sat down with all my paperwork and I am just ill thinking about how I was clearly taken advantage of. I am an 85 year old widowed woman on a fixed income and people often take advantage of that. However, I save all my paperwork and cancelled checks and bank statements and I am of sound mind. I had an issue not long ago that BBB helped me with and I am begging you to help with this one. Thank you in advance for any help you can give me before I have to reach out to an attorney.

  Business response

  09/27/2022

  
  At One Hour Heating and Air Conditioning one of the benefits of our Comfort Club is the routine maintenance that we provide to our Club Member’s equipment.  
  
  **** states the following:
  I have made calls and no one has ever performed the check and cleanings that I was to have done over three years however they have cashed all the checks I have sent.
  
  Company response:
  Over the past 3 years we’ve reached out to **. ********* six (6) times to schedule her maintenance tune ups, below are the Dates & Times that we’ve called and the results of those attempts:
  
  6/17/19 at 7:51 am – left a message to schedule her tune up.
  4/28/20 at 2:17 pm – left a message to schedule her tune up.
  5/8/20 at 10:29 am – customer was not available, she will call back when she wants her tune up done.
  8/27/20 at 10:42 am – left message to schedule her tune up.
  4/7/2021 at 1:32 pm – left message to schedule her tune up.
  7/8/2021 at 1:43 pm – left message to schedule her tune up.
  
  Resolution:
  To address **. *********** issue, we have reached out to her on 9/26/22 to help resolve her concerns and to also to schedule her tune up, a voicemail message was left requesting a call back.  We will continue to reach out to schedule the tune up.
  
  As a business it is our desire to call every customer that we have multiple times to schedule their tune ups, which I feel that we’ve done with **. *********, but many of our customers call us to schedule their tune ups proactively.  When a customer calls in we work with them to schedule their tune up right then, while they are on the phone with us, and try to schedule it for as soon as possible.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 30, 2022, $327.00 check was paid to one hour heating and air. Unit was said to be working fine at time of their departure. Unit was stated to have no leak detected at this time. A few days later, business was again contacted due to a different problem occurring with the same heat pump unit. One hour heat and air came back, same technician stated that this time it was another problem was observed as a block in the line causing unit to short cycle and stated he could not fix the unit until speaking with office first, at this time our thermostat was set to emergency heat by technician. A phone call from manager Steve from the office happened the following day. I told him that I did not want charged, and believed at this point the technician had over charged the unit when filling it up the first visit and he stated at that time that if it was anything they did then I would not be responsible for payment, but that he was going to have same technician come back out, this being the 3rd visit and run another test, although he could not explain what the tests were. Two days later the same technician arrived and this time came to the conclusion that there in fact was a leak in the coil and left because they stated they had to check on warranty of unit and get back to us. Three different trips to check the unit, with three different diagnostics, which the second time there was no mention of there being low refrigerant or a leak. I called and spoke with manager again and told him that I was not sure what was going on and believed that I should be reimbursed for the initial invoice that was already paid due to them still not having unit working as said after first visit and that I was upset with customer service and found this company or at least the technician assigned to job to be incompetent to fixing the unit. He told me that he just had a training this week regarding our issue with his crew. Now he stated no reimbursement can be made.

  Business response

  05/09/2022

  Below is our response to the customer complaint.  Please let me know if you have any other questions.
  
  One of the things that we pride ourselves on is guaranteeing our work.  When we arrived at the customer’s house for the first time we diagnosed that he was low on refrigerant.  The customer authorized us to add refrigerant, which we did, and paid us accordingly.
  
  The customer then called us 5 days later because the system stopped running.  Because the technician did not find a leak the first visit he tried to check for another cause and diagnosed a restriction.  We let the customer know that we would be back out with the part when we had it on hand.  This was a Sunday and so after hours.  We did not charge the customer for this visit.
  
  3 days later we went back out and found that the system was low on refrigerant.  The technician was able to find the leak in the outdoor coil and let the customer know.  The customer informed us that they were going to call the company that installed it as he had a warranty with them.  We did not charge the customer for this visit.
  
  The only thing that the customer was charged for was the first visit and the refrigerant that he authorized us to add to the system.  We did not charge the customer for any subsequent visits.  The customer requested us to give his money back for the refrigerant that was added and original visit.  We did the work that the customer authorized and didn’t ask for anything further.  We let the customer know that we would not be refunding the money as he received the services he asked us for.
  

  
  

  Customer response

  05/11/2022

  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, details of the offer I reviewed appear below.
  The whole point was that on the original date that the refrigerant was added, a leak was not detected.  Therefore when they came back out and realized that it was low again, then they did not diagnose problem on first detection.  We were told that with the size of the leak the third time out that there was no reason to put more refrigerant in because it would be out of system in hours.  I believe that the worker punctured a hole in system the third trip out because the company obviously did not want to admit they did something wrong by overcharging the unit the first time out, which caused the next problem we had with unit by short cycling.  This is unacceptable work by my expectations and if that is how they handle small problems by making more issues with the unit, that is why they were asked to not come back and another company is still in process of fixing their mess.
  

*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. ↩