ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  07/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 3, 2020- New inside and outside unit bought from One Hour Heating and Air. May 2020- Issues with the new system, services provided promptly by the company to fix the issue. Replacement of entire unit upstairs. Signed up for their maintenance program. Stopped the maintenance program when it became a constant fix each time they came. July 3, 2022- ** went out. Service call put in after the holiday weekend on July 5. No appointments available. July 6- ***** came at 11:23 am and determined that a new handler was needed. July 7- part confirmed ordered and appointment scheduled for next day July 8- nobody showed. When I called the office I was told that all of the managers were gone its Friday was said. July 11- voicemail from ***** at 11:19, returned the call at 11:38. ***** informed me that they were on back order from ******* with no time frame on when they will be available since that model was not made any longer. ***** stated that they had 5-6 needing it. July 21- **** came out to do a temporary fix. July 21 evening- 7pm text to ***** that the thermostat was not working. He responded someone will be over first thing. July 26- Text from ***** stating they had several with the same problem. September 14- ***** informed via text that the ** was out again. September 15- ***** responded someone would be out. ** running again that afternoon. February ? - part in, the bypass was removed and new part was put in. July 28- woke up to no ** again, same issue as last year. Have left messages for ***** and ******************* with no call back. Multiple times by technicians and *****, I have been told that this model was having multiple issues for many customers. Friday afternoon in July during a heat wave with a broken ** again.

  

  Business response

  07/31/2023

  We have responded to our client and executed several agreements both parties feel will provide the client with immediate relief, and piece of mind moving forward. Thank you

   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  ONE HOUR HEATING AND AIR NOTIFIED REP OF SELLING STV D7 CONDO MULTIPLE TIMES AND WHEN SETVICED **** DOLLAR UNIT PURCHASED SINCE 6 2016 WITH ***** SERVICE CONTRACT PAID PER MONTH. ****** LAWYER AT ******************** RECORDED SOLD CONDO AFTER CLOSING BY 24 MAY HORRY COUNTY TAX RECORDS. ONE HR HVAC CHARGED CC ***** X2 ADDITIONAL 2 MONTHS.NEED ***** REFUNDED TO CC ON FILE. NO RESOLUTION AFTER MULTIPLE CALLS TO MGR *************************** *** ****** IN BILLING "CALL BACK IN 24 HRS" WITH NO CALL BACKS.CONTACT ***************************** ************ OR *************************** ************.THANKS ***

  

  Business response

  07/12/2023

  We have looked over this account and have issued the refund requested in the complaint. Please feel free to let us know if there is any other way we can assist you in the future. Our apologies for any inconvenience.

  -One Hour Heating and Air Conditioning

• Initial Complaint

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had 4 daiken mini splits installed.They haven't worked properly since put in.Had a unit fixed after installing because they broke it then the other 3 have been replaced for not working right and also the outside unit has been replaced.all this within tin less then a year.just had the 4th mini split replaced

  Customer response

  04/12/2023

  Looking for a resolve on these units did nothing but break since day 1 of install 2/22 and last fix was 3/23.So all year nothing but trouble 

  

  Business response

  05/10/2023

  Talked to ****** today. He is very happy with ** and says we have gone above expectations with all issues he has had. His complaint is with the manufacturer of the equipment. He told me he would reach out to the BBB to let them know he is happy with One Hour Heating and Air Conditioning. 

• Initial Complaint

  02/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased our new home on December 9th, 2022. We worked on it daily cleaning, moving and etc.. We moved in permanently on February 1,2023, during all this time our heating and cooling worked fine. On Thursday February 12 the temperature fell, and we could not get it above 68. We called One Hour Heating &Air Conditioning. They sent a tech, *******************, he checked our system and told us it needed replaced. Evap coil is severely rusted. It is crumbling. The condenser coil is severely corroded. It is partially plugged on the backside. There is a refrigerant leak. The system has lost pressure. There is an oil leak. He priced us a new system for $6400.Due to this being a big expense my wife and I decided to get a 2nd opinion. We decided to call someone in the morning. It was cold Thursday night, and our blower ran all night. When we awoke Friday morning it was only 66 in our home.We called the other company, Friday, and they sent a tech out. He arrived around noon. He checked our system and informed us that he had found the thermostat signal cable unplugged on the heat pump. He plugged it in and rechecked system. Told us it was operating properly and he Found no issues with the units. Pressure was good, no signs of leaks, unit was clean and in good operating condition.He did find the problem and repaired it while there. Was a programming error with thermostat.I called One Hour after the other tech left. Was told someone would return my call. Ive called twice since then e-mailed the company twice and chatted with *** their office person. I have received no return correspondence from the company.

  

  Business response

  02/13/2023

  We will refund the $127 diagnostic fee.  One of our managers reached out to client on 2/7/23 at 1:26 pm and 3:49pm , but message said subscriber unavailable.  

  Customer response

  02/13/2023

   
  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.
  
  Sincerely,
  
  *******************

  Customer response

  03/17/2023

   
  Complaint: 19389158
  
  I am rejecting this response because:  We were waiting for them to send a check. I have not received it.
  
  Sincerely,
  
  *******************

  Customer response

  03/24/2023

   
  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.

   Received check yesterday 3/23/23. Hopefully it clears. Complaint can be re-closed.

  
  

  
  
  Sincerely,
  
  *******************

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Disabled Veteran.. Service Connected Disability. Also housebound due to stroke and cancer. Age 73. Aug 10,2022 called for service. Was told the part was under warranty and would be ordered. Price quoted for labor. Now Aug 16,2022. Have paid for two service calls. Am still sitting in hot August summer heat. One Hour Air has a different story each call to them. Additionally first service call was some very strong arm tactics to upsell. We canceled a "vapor light" $2700. within hours. Had to contact bank to cancel since THAT they were willing to put in ASAP. I NEED HELP.. TWO SERVICE CALL FEES LATER I AM STILL WITHOUT A DATE OF SERVICE. VERY AFRAID MY ALREADY POOR HEALTH IS BEING EFFECTED.

  

  Business response

  10/31/2022

  Business Response /* (1000, 6, 2022/08/22) */ We have reached out and spoken with Mrs. *****. We have repaired the system and it is working correctly. Mrs. ***** requested emailed invoices with proof of her 3-year warranty on all repairs and we sent that out immediately. It is our understanding the client is again satisfied with our company, and we will continue to service their home seasonally. Consumer Response /* (3000, 8, 2022/08/19) */ One Hour returned on Tuesday Aug. 16. Tech said that the part needed to be substituted because our four (4) year old system blower motor was not available. We agreed to this. Tech worked hard to place the part in the housing. We had AC when he left. WITHIN 3 HOURS THE SYSTEM FAILED AGAIN. Called for service and told could not have anyone here until next day. Another night without AC. The next day Aug.17 another Tech arrived. Told us we needed a thermostat at a cost of 330 for the most basic one. Spent 30 minutes here, took the more upgraded thermostat that was working to my knowledge with him and left. We do have AC. I have not received a receipt for either of these days work. I have not received any information on what warranty is attached to these new parts. WE PAID DOUBLE OF WHAT WE WERE QUOTED. Business Response /* (4000, 11, 2022/08/24) */ Upon receiving your response, I checked my email sent box and verified that your email was sent Monday 8/22 at 11:35 am to the email you gave me which also matched the email in our system. However, you have my apologies that this has happened. I have resent the email and it will be coming from ****************@onehourair.com stating your 3 year warranty on all repairs. Thank you for allowing me to handle this as quickly as possible Consumer Response /* (2000, 13, 2022/08/24) */ We have received an email with our receipt and warranty information. Thank you for your assistance.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  One Hour installed a new AC on July 21, 2020 for $10,592. I also joined the valued customer program for $155 per year. On April 28, 2022 a tech came out to service my system. He seemed more interested in trying to sell me a duct cleaning and sanitation system for $4,000. One month later the AC failed. It was Memorial Day. I was prepping for an outpatient procedure for the following day. I could not have them come that day, nor the next when I was getting the procedure and came home feeling ill to no AC. I am 72 and it was in the 90's. They did come the next day and said there was no AC because there was a hole cut into my duct and the tape hadn't held. He taped it up and said it was good. I was not charged the $75 service fee. I week later I again had to AC. The tech said I was low on freon and replaced freon at no charge, but still charged the $75 service fee. If the freon was low, why did he not notice that 6 weeks prior when he made his $annual visit? Or why didn't the tech notice it 7 days prior? I paid the $75 but don't think I should have to. Anyway, I appreciate your looking into this for me and possibly getting me a refund. Thank you.

  

  Business response

  08/01/2022

  Business Response /* (1000, 5, 2022/06/13) */ We totally agree with the client, and will send a refund of $75 to the client. Consumer Response /* (2000, 7, 2022/06/17) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  06/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Please see the attached complaint.

  

  Business response

  06/10/2022

  We have contacted an electrician to take care of issues. He was scheduled for 6/9/22, but client was ill and rescheduled appointment to next week.

  Customer response

  06/28/2022

  Please see the attached rebuttal from the consumer.
  See Attachment/File: ****** vs One Hour HeatingRebuttal.pdf

  

  Business response

  07/08/2022

  ***Document Attached***
  After receiving this from our client, we reached out to the owner and technician of the electrical company, Mr. ******* They told us that prior electrical work at this residence was shoddy work that was not done properly or to code. The work that needs to be done is because the shed and pool pump addition was not done properly (legally up to code) at that time.
  Our installation did not cause any of the challenges **************** has. It was caused by poor workmanship from the prior workers at his premises. We did ask Mr. ****** to provide him with our rates taking the cost to "fix" the prior electrical challenges from $11,000 to $8,000.
  Please see letter from *****************, Mr. ******** managing partner as well as the primary invoice for them to assess the situation (paid by us) and three pictures of the panel.
  
  Thanks
  *****
  
  Please see attached documentation from Mr. ****** stating where th
  See ************************** letter

  Customer response

  07/13/2022

  ***************** *******.,
  
  Just letting you know, so you can add this to the file, ****** from One Hour called last week, to set up an appointment for when he could come out to see what he could do to get my electric back on for my shed, and pool. I told him Mr. ****** was out, and found the problem, and asked ******, if he knew anything about electric, " he said no ."I then asked him what he could do for me, when Mr. ****** could not do anything for me because One Hour refused to to let Mr. ****** do anything for me ? ****** told me he just wanted to check to see if he could find anything wrong. I told him nothing is going to change what Mr. ****** found, that One Hour, should of found, or checked, before putting in the air conditioning in. So I made the appointment for 7/7 at 2 PM putting off my my Dialysis, that I much needed.for that day, and time, and waited for One Hour ( ****** ) to show up until 4 PM.****** never came, and never called. I would like this letter put in the file as well.
  If this is the way One Hour does business, I find it very sad, and disappointing. I thank you for all your help with this problem, but doubt One Hour will ever get my electric back on."Once again, my wife, and I had no problem, with the electric, for 8 years until One Hour put the air conditioning in. "
  My home number is ************ in case you need to talk with me, for as far as I'm concerned, this complaint is not closed, and probably never will be.
  
  Sincerely,
  
  ***********************
  

  Customer response

  07/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  (As of today, the cost of having this unit put in, has cost me, over $13,000 dollars) For 8 years, we have had no trouble, with our elect. Everything worked as it should, and then One Hour put in the air conditioning, and suddenly the breaker to our pool, and shed kept shutting off. They sent out 2 people. One said, the shed breaker box was no good. The second said, that was not right, the conditioning box had a wire that was wired wrong, and disconnected the wire. Got back electric to shed for 1 hour, until breaker kicked out again. Finally One Hour sent out Mr. ******* who said, our wiring was under code, and all wiring needed to be replaced for $ *****. dollars. If this is true, why did One Hour not check this out, before putting in new bigger unit ? Because they wanted to sell a new unit, no matter what, and in doing so, it caused problem. We didn't cause the problem, One Hour did when they put in the new unit without checking the wiring first.. As I said earlier, for 8 years we had no problem with the electric, until One Hour put in the new unit. I want One Hour to fix the problem, or come and take the unit out, refund all my money I paid, replace it with my old one, and get my shed, and pool working again, as it did for the 8 years we lived here, before One Hour replaced our old air conditioner with a new one. Let it be known, that I will also be making a complaint to The Consumer Affairs this week, and The ************************ if this complaint is not settled by One Hour. ************************ *************************************************.

  Customer response

  07/19/2022

  Consumer supplied email: **************************

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 13, 2022, we engaged One Hour Heating and Air to fix the heat on our rental unit. One Hour appeared and installed Freon in the unit (which is for the AC portion) and did not fix the heating issue. We asked for an invoice on three separate occassions, to no avail. WE had to hire another company to replace the blower motor. We are seeking a full refund.

  

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/01/27) */ We have reached out to the client and agreed upon refunding the cost of the repair. The client is again satisfied with our services and will hopefully use us again in the future.

*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. ↩