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:07/08/2024

  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 not received any phone calls from the company since I submitted my complaint.

  

  Business Response

  Date: 07/18/2024

   *******
  
  ********* ** * ********
  
  
     Ross One Hour
  Heating & Air Conditioning installed split A/C equipment at 26 Maplewood
  Rd. On 9/30/2022. Our invoice/billing to the builder of this property clearly
  states that there is a 1-year labor warranty by Ross One Hour Heating & Air
  Conditioning that begins on the date the unit is started up and then any
  applicable warranties that come from the manufacturer.  The homeowners heating unit came with the home;
  it is not equipment that we installed; We simply added the air conditioning to
  the existing ductwork.
  
     On 7/27/23 we
  installed a new thermostat per Sun Communities (Sun Communities handled the
  invoice). The technician did in fact check the A/C unit for noise while on site
  and found normal operations from the A/C and the A/C was making normal A/C
  noise.
  
     We have explained
  to new homeowners in this community that we do not service the area after the
  first year of our labor warranty and we advise the homeowners to find a local licensed service provider.      We will (and do)
  however, make exceptions and try to work with the homeowner and the location
  managers in the community with the full disclosure that there will be a
  diagnostic fee of $249.00+tax if an appointment is needed.  IF we are in the area performing an install, we
  may be able to lower that fee significantly. This could potentially require
  some patience as we are only actually in the community when there are new homes
  for Ross One Hour to install.  Appointments
  need to be made with our office directly during normal business hours; because
  these customers have specific needs for specific techs and our techs have
  travel time considerations, it does take some planning - our call takers
  outside of these hours cannot help and aren’t able to schedule service calls in
  this area.
  
  In closing, we can absolutely schedule a return visit to
  trouble shoot the thermostat, but there will be a charge for our tech to arrive
  in a fully stocked truck - that fee is $249.00 +tax. This is in addition to any
  repairs that may be necessary. The appointment needs to be made during normal
  business hours with our office. The tech would be aware of any possible
  warranties if there are any and he would apply them when appropriate. This
  office did attempt to speak to Ms. ******** on July 8th only minutes
  after she had to leave a message, I reached out and returned her phone call.
  She was not willing to speak to me.  
  
  
  
  Marjorie P*****
  (Marji)
  Office Admin
  ************