Business Profile

Heating and Air Conditioning

One Hour Air Conditioning & Heating

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for One Hour Air Conditioning & Heating's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

11 total complaints in the last 3 years.
1 complaint closed in the last 12 months.

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Submit a Complaint

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:10/14/2024
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.
3/20/2017 ************* furnace purchased from One Hour AC of Aberdeen; purchase includes 10 yr ************* contract if I secured a service contract each year for $240 per year. This has been done 1st OIL LEAK:10/2019; Oil odor thruout; furnace floor filled w/oil; head aches & nausea. My wife leaves house 1wk. One Hour of ******** came;cleaned furnace room; odor filled the house x 7 days. In 2020 ******** lost control of Franchise; we r told One Hour Heating & Air Conditioning of ******* is taking our service contract. 2nd OIL LEAK: 9/2020 service by ******* ****; 1/2 hr aft he leaves: oil odor; oil spraying across room; I shut off furnace. Odor persisted > 3 wks- headaches, nausea. Wife ill; leaves ********* Hour sent Duct cleaners due to persistent odor.They remove Oil soaked Drywall; found oil leaked under wall into adjoining bedroom contaminating items. Drywall never replaced. THIRD OIL LEAK:2022 ******* ***** for service: We smell odor;went to furnace rm; oil on floor/in furnace; he says he 'reversed' lines and it leaked. Now using new Trane x 5 yrs; Prior Furnace used x 27yrs. Now after 32yrs he 'reverses lines.They say we owe $1100. ***** *******-Service Mgr says **** not his problem;he had no service contract;hung up on me. I call **** *********, 'area manager'; he said they would fix unit. 6/26/24 **** comes: services AC unit, writes $585 bill for capacitor. I speak w/Brain *******;says he does'nt have our contract. I fax my 10yr ************* contract to ONE HR of ******************** gets it to MT AIRY.7/2/24: Lexi of Mt Airy leaves v-mail: we got ur contract; will be honored; have 3more yrs of warranty; I attached it ur file; tech changed. capacitor. 9/30/24 ******* **** comes; says Furnace sooted up; needs soot-vacummed. He SHUT OIL line off; leaves. He calls; says $800+ to clean soot; I said we've service contract. 10/10/24 **** ********* says:will not come back 'til soot removed. I said I spoke w/3 other ONE Hrs;all said firebox cleaning is included.
Customer Answer
Date: 10/18/2024
Complaint ID: ******** date filed: 10/13/2024
we have not yet had any resolution. Please can you forward our original complaint to AUTHORITY BRANDS : ******************* ******************************************. ********, MD *****. ph: ************* . **** AUTHORITY BRANDS is the Coorporate Owner of the ONE HOUR Franchise. ONE HOUR ******* has refused to honor our SERVICE contract. I spoke with COCKEYSVILLE office of ONE HOUR and they will accept our contract however states they need the ************** Brands to give them permission to proceed to service us. I am told **** head office is located in ******* and that they are a BBB affiliated company. Can you please forward our original complaint showing our desired resolution to both **** in ******* and AUTHORITY BRANDS in ***********? Thank you in advance for your help. We continue to have NO OIL heat. Our heat pump is not warming the house with temps in 40's and 30's. The inside temp of the house is now uncomfortably low. The temps are now in the 30's at night. Lastly we are 2 elderly people and we Thank you for expediting this on our behalf.
Business Response
Date: 10/28/2024
Our office was not the original service provider or installer of the *********** system. However, at no charge to the ***********, we have provided extensive services to insure the system functions properly moving forward.
*********** continue to search for services at are NOT provided for under their current membership. A full oil membership is $570/month. They are currently paying $239 for the year, as explained in the email below sent to the ***********.
Our currently, their system needs to be cleaned of soot. Their is a charge for this service, under their current membership. If they pay for the service we will come out and clean it. We have also made it possible for them to continue services with another One Hour location, if that location chooses to take them on as a client.
Email of 10/17/24:
Attached please find our suggested service option for your system. Should you choice to move forward please contact me directly.
As discussed, services are not included with the parts and labor warranty. The Basic Membership ($239.88/year) you currently have, while it does provide members with a significant discount on products and services, it does not provide for FREE services.
Previous free services where provided as a courtesy and discretion of management.
NOTE: We do have a ********** Membership, $570/year ($48/month) that would provide some additional benefits (free nozzles, filters etc).
As you have opted for us NOT to return to turn your system back on, we will wait to hear from you on how you would like to move forward.
Customer Answer
Date: 10/28/2024
That response says they (MT Airy One Hour Heating ) has made it possible for us to be served by a different location if choose to do so . As was written in my claim - we do choose to switch to another One Hour location. How and when have they notified the owner of the Cockeysville or another One Hour Heating Location?
Customer Answer
Date: 10/28/2024
How did MT Airy One Hour notify another location that they allow us to choose a different location ? We are told they must tell the ************ location and / or the ********* location that they are releasing our contract to them so we can proceed asap.
Customer Answer
Date: 10/29/2024

Complaint: 22418707

That response says they (MT Airy One Hour Heating ) has made it possible for us to be served by a different location if choose to do so . As was written in my claim - we do choose to switch to another One Hour location. How and when have they notified the owner of the Cockeysville or another One Hour Heating Location?

Sincerely,

****** *********
Customer Answer
Date: 11/12/2024
Our request to be serviced by a different One Hour located in ************ MD was allowed. Note: we were satisfied. With the results. Please notate this under our complaint . It was successful due to the help that the BBB provided to us. Thank you very much
Initial Complaint
Date:06/14/2024
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 hired One Hour Heating and cooling to do regular maintenance in my heat pump and gas furnace o 06/12/2024. They quoted me $99 per unit. When they arrived it had increased to $139 per unit. I said no thank and asked Luis to leave. He refused. He said he would do the work for the quoted $99 per unit. He then attempt to sell me thousand of dollars of unnecessary upgrades. I asked he write the estimates down and I would be back in touch. He became visibly angry. He asked to see my second unit. It is in the attic. He went in the attic and was stomping so hard he dislodged the sprinkler cap in the hall ceiling EXACTLY where he was “working” I went up to ask why he was so aggressive and told him what he did. He immediately denied dislodging the sprinkler head. He then told me the cost will be more because the unit was in the attic. I asked why did he NOT tell me that BEFORE he climbed the ladder (I set up for him) to go into the attic. After that he REFUSED to leave my home. My daughter asked if she should call 911. He CONTINUED to try to sell me unnecessary parts. I finally told my daughter to call 911 as we both felt threatened. He then told me not to turn my units back on as they no longer would work. The manager called my the next day at my office and said they would send someone out to make sure everything was the way it was before the first technician showed up. I again took personal time to be home by three, per his instructions. 4:30 I got a call they were at least 2 hours out and the cost would be $139 per unit. $80 more than they quoted me. I cancelled the “free repair” to put me back where I was previously. So both ACs are not working and I have to hire someone to repair them, as well as fix my sprinkler cover!

For record, I work in a correctional facility where the quote and the “promise” to make things right… were both recorded.
Business Response
Date: 07/02/2024
In speaking with the client, we were willing to send some to replace the sprinkler head that fell off. She insisted that she was getting a professional out. We have yet to receive the invoice. Client was also booked for a return visit, inwhich she cancelled. The following are notes from the booked appointment, "CUST DOES NOT WANT US OUT-DO NOT SERVICE"
6/12- LVM/Pulse to confirm appt-LE
Out to reinspect a 2 SYSTEM maintenance per ***** *********. NO GILMER. - LE
Initial Complaint
Date:04/04/2024
Type:Customer Service Issues
Status:
UnresolvedMore 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.
waited at home twice on the same day 4-3 but technician didn't reach us, left. Made three calls finally rescheduled the second appointment and left the front door open to make sure he knew we were home.
Business Response
Date: 04/12/2024
We attempted twice to service Ms. *** ***** on 4/3/24 we sent a tech out @12:9m pm even after we did not get a conformation after calling and sending messages. When tech arrived he did not get any answer from homeowners and we instructed him to leave. We spoke with Ms. *** and she said that someone would be available if the tech was able to return. We scheduled the same tech to return later that day and he still did not get a answer when he called to confirm so he went to address @4:54 and still no one answered for service. We have GPS to confirm that our tech was onsite both times.
Customer Answer
Date: 04/17/2024
I am rejecting this response because: I was home all day and left the front door(storm door locked) to let the tech know we were home, we've never got calls and text from the tech when he arrived, our door bells was working since new tech was using it before and after that day.
we also read the BBB complaint about One Hour, other client had the same complaint about their lack of interest for maintenance plan customers.

Sincerely,

*** *****
Initial Complaint
Date:01/24/2024
Type:Customer Service 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.
We have been paying customers of One Hour since 2011 - we pay them a monthly amount to have service done twice a year - air conditioning and heat. This last visit was on August 16th. The technician was here for less than 30 minutes and provided me nothing but a copy of recommended repairs. Every other visit we have had from them I receive an efficiency report to give me the status of every item that was inspected and what condition it is in. After he left I realized that he did not provide it to me so I sent him a text message requesting it. He responded and said he would send it again. He never did. I have reached out to One Hour on mutliple occassions asking for this report and have not received it. I want it so that I can have another company look at it and see if they were right in their assessment. Last week I got on the chat feature and asked for it again. On Thursday, the 18th, I received a message from someone named Alexis that works at One Hour. She told me that I would have my paperwork within 24-48 hours. I still have not received it. I left her a voicemail yesterday, the 23rd, at 7:38am asking for the paperwork by the end of the day. I still don't have it. I paid for a service that I'm not even sure they did and now they say the technician is no longer with the company. It appears that he did nothing when he was here except try to sell services and didn't do anything with our HVAC unit like I pay for. It should be very easy to go into my account and resend the paperwork. My concern is that there is NO paperwork.
Business Response
Date: 02/13/2024
I spoke with Mrs. **** and we are emailing her a copy of the efficiency report and photos to email provided.We also offered for a follow up service by senior technician to verify finding's from previous service appointment but she declined at this time. We are also stopping her monthly agreement payment of $27.99 monthly and will refund her for January and February of 2024.

Customer Answer
Date: 02/20/2024
According to One Hour they have refunded my money….They have not. This continues to be a pattern with them and I am tired of fighting with them to try and get this resolved. They have been collecting money since August and have done nothing to rectify the situation until I filed the complaint. I would like the case reopened until I have received the tiny refund they offered even though in the complaint I asked for $338.
Customer Answer
Date: 02/26/2024
One Hour claims to have refunded my money - THEY HAVE NOT REFUNDED MY MONEY. I want this claim reopened or I will file another dispute if I have to. They continue to lie about everything.
Customer Answer
Date: 02/28/2024

Complaint: ********

One Hour claims to have refunded my money - THEY HAVE NOT REFUNDED MY MONEY. I want this claim reopened, or I will file another dispute if I have to. They continue to lie about everything.

Sincerely,

***** ****
Business Response
Date: 03/05/2024
In response to recent claim ** **** was issued a refund on 2/28/2024 for January and February monthly agreement payments of $27.99 for each month. Refund was issued to card used for said agreements. and we have confirmed that her contract has been canceled at this time.
Initial Complaint
Date:01/04/2024
Type:Customer Service 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 am trying to cancel my subscription to this companies "deluxe" service membership program, but there is no way to submit a request online and I have not received any calls back after leaving messages at the company's contact number.
Business Response
Date: 01/05/2024
On 01/04/2024, I called Mr. ****** at 8:42am returning his voicemail that we received on 01/03/2024 at 5:53pm after business hours. I spoke to him and addressed his concerns. His membership was cancelled effective 01/04/2024. I explained we had no record of his previous attempts to reach us and apologized for the headache it caused him.
Customer Answer
Date: 01/05/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21093867, and find that this resolution is satisfactory to me.

Sincerely,

***** ******
Initial Complaint
Date:07/13/2023
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.
5/14/23 Initial appointment to fix a leak at my 2-year-old indoor unit. Tech presented me with options I could do totaling nearly $5k. I said I wanted to do only what was needed to fix the leak, which tech said was due to dirty system. I paid $1,297 to clean the A/C and evaporator coil, replace blower fan, and change humidifier filter. Inside unit continued to leak after cleaning. On 6/3 a different One Hour tech re-installed the re-usable filter, since the paper filter the original tech had cut to fit my unit had been blown out of position. Unit continued to leak. One Hour told me the leak may be related to blower fan, which had not been replaced yet. Original tech installed new blower fan on 6/9 and now said the leak was due to cracked drain pan, which would cost an additional $2k to fix. I called another company, which correctly diagnosed the issue as a missing cap, confirmed that I had not needed a new blower fan, and found that my outside unit had not been rinsed completely of cleaner applied by One Hour. I paid the second company a total of $98 for service call, cap installation, and rinse of outside unit. Leak fixed. I cancelled my service agreement with One Hour. On 7/7, I spoke to ****, who offered a $130 refund or the opportunity to speak to a supervisor. I chose the supervisor. **** said a supervisor would call after 10am Monday 7/10. When no one called me by Wednesday 7/12, I left a message repeating my request to speak to a supervisor with authority to fully address my dissatisfaction (There is a Satisfaction Guaranteed claim on the One Hour website) by COB. One Hour failed to contact me. One Hour never correctly diagnosed or fixed a very simple issue and instead charged me $1297 for unnecessary work and parts replacement. One Hour also told me I had no warranty, but I do in fact have several years of warranty left on my unit. I cannot trust One Hour. I am seeking a refund of $1297.
Business Response
Date: 07/14/2023
Service Manager spoke to K ******** on 7/14/23 and One Hour is issuing her a refund in the amount of $1,297 to resolve this complaint
Customer Answer
Date: 07/17/2023

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. I am awaiting the return of funds on my credit card and will contact the business and BBB if I fail to receive them.

Sincerely,

****** ********
Initial Complaint
Date:07/06/2023
Type:Product 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.
On September 1, 2022, I paid One Hour A/C&Heating $335.88, for their One Hour Deluxe Yearly Service, 12 months @ $27.99 a month. It provided for one annual heating inspection and one annual cooling inspection as well as some other provisions. I called for service on December 16. 2022, and left a message. I called again on December 19, 2022, and the mailbox was full. I went to the office on December 29, 2022, and explained the problem to the manager Shawn ********* who scheduled a service for December 31,2022, between 8am., and 12pm. A technician performed an inspection on December 31,2022, at 11:35am., and left at 12:35pm. My next service was scheduled for May17, 2023, between 10am., and 2pm. I made three phone calls to the business during that time but had to leave messages as to when the technician would arrive. No one showed up on May 17, 2023. On May 18, 2023 I went to the office and related my complaint to Shawn *********, canceling my service and asking for a reimbursement. After he reviewed his computer screen he said, “Right now I’m as ****** off as you are.” He motioned to the secretary to process the refund and said it would take some time. On June 19, 2023, I emailed Shawn ********* reminding him of my May 18, 2023, visit to the office and my refund which hadn’t arrived yet. I got no response. I emailed again on June, 23, 2023, and haven’t gotten any response to it. I did state that I intended to file a Small Claims Court Case, but would prefer not to do that, and I haven’t done it yet. All I want is a refund of $167.94, for the unprovided service. Thank You, sincerely, Francis ** *****
Bureau Response
Date: 07/06/2023
Gillian *******
One Hour Air Conditioning and Heating

**** **** **** *** *** ***
***** **** ** *****

Dear Gillian *******:



Better Business Bureau (BBB) received a complaint about your business. BBB understands that there are two sides to every dispute, and we have not pre-judged the validity of this claim. This is your opportunity to address the concerns of your consumer and to rebuild the trust that first brought you together. BBB seeks to help businesses resolve their disputes, whether or not they are accredited with BBB. The complaint was submitted on 7/6/2023 and was assigned an ID of *********

How do I take care of this?

Your BBB is requesting a written response to this complaint within the next 7 calendar days. Your prompt and professional response greatly enhances the chance for a successful resolution and will further your reputation as a BBB Accredited Business. If you received this complaint via email, the fastest and easiest way to view and respond is to the simply click on the “Respond to this Complaint”, link located on the left.  All responses will be copied to the complainant.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

What should I include in my response?

Please provide an explanation of the events from your perspective and/or a concrete plan for how to work toward a resolution. Remember that the more factual information we have about the case, the easier it is for all parties to develop a full understanding of the situation.

Please understand that the complaint content and your response may be publicly posted on the BBB web site (BBB reserves the right to not post in accordance with BBB policy). Please do not include any information that personally identifies your customer. By submitting your response, you are representing that it is a truthful account of your experience with this consumer. BBB may edit the complaint or your response to protect privacy rights and to remove inappropriate language.

What will happen if I do not submit a response and what can I expect to happen next?

If you do not respond promptly to this complaint, it may be closed as Unanswered. This may result in a substantially lower rating with BBB, which could adversely influence potential customers. Once we receive your response, we will forward it to your customer and ask them to tell us in writing whether your response resolves their concerns. If they continue to express dissatisfaction, the case will be reviewed by BBB staff to determine if the remaining concerns warrant an additional response. The overall standard applied in the review process is: Did the company act in good faith, and do everything that could be reasonably expected, or is responsible for, to resolve the issue?

We look forward to helping you and your customer work toward an amicable resolution.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

CUSTOMER EXPERIENCE INFORMATION

Customer Information:

Francis *****

**** ********* *****
*** ***** ** *****

Daytime Phone: ###-###-####
E-mail: *******************

The details of this matter are as follows:

Complaint Involves:
Refund Or Exchange Issues

Customer’s Statement of the Problem:

On September 1, 2022, I paid One Hour A/C&Heating $335.88, for their One Hour Deluxe Yearly Service, 12 months @ $27.99 a month. It provided for one annual heating inspection and one annual cooling inspection as well as some other provisions. I called for service on December 16. 2022, and left a message. I called again on December 19, 2022, and the mailbox was full. I went to the office on December 29, 2022, and explained the problem to the manager Shawn ********* who scheduled a service for December 31,2022, between 8am., and 12pm. A technician performed an inspection on December 31,2022, at 11:35am., and left at 12:35pm. My next service was scheduled for May17, 2023, between 10am., and 2pm. I made three phone calls to the business during that time but had to leave messages as to when the technician would arrive. No one showed up on May 17, 2023. On May 18, 2023 I went to the office and related my complaint to Shawn Blackwell, canceling my service and asking for a reimbursement. After he reviewed his computer screen he said, “Right now I’m as pissed off as you are.” He motioned to the secretary to process the refund and said it would take some time. On June 19, 2023, I emailed Shawn ********* reminding him of my May 18, 2023, visit to the office and my refund which hadn’t arrived yet. I got no response. I emailed again on June, 23, 2023, and haven’t gotten any response to it. I did state that I intended to file a Small Claims Court Case, but would prefer not to do that, and I haven’t done it yet. All I want is a refund of $167.94, for the unprovided service. Thank You, sincerely, Francis J. *****

Desired Settlement:
Refund

Bureau Response
Date: 07/06/2023
Francis *****

**** ********* *****
*** ***** *** *****

Dear Francis *****:

Thank you for contacting the Better Business Bureau. This message is in regard to your complaint submitted on 7/6/2023 against One Hour Air Conditioning and Heating. Your complaint was assigned ID *********

Now that I have filed, what is the next step?

We have forwarded your complaint to the business for their response. We have asked the business to reply promptly, but some disputes may take longer than others to conclude. Please be patient as we work to ensure that your concerns are addressed.

What if I do not agree with the response from the business?

It is important for both parties to maintain realistic expectations and respond in a professional, fair and courteous manner. Our goal is for you and the business to be able to work towards an amicable solution. Should this prove difficult, we may offer you and the business the opportunity to participate in binding arbitration. More information about these options can be found at www.bbb.org

What happens if a business does not respond?

BBB will make every effort to obtain a response from the business, but some businesses simply do not ever contact us. BBB is not an enforcement agency. We cannot force a business to respond. However, failure to do so may result in a negative impact on their BBB rating, which may drive away future customers. BBB can also refer you to other agencies that may be able to assist you, depending on the specific nature of your complaint.

Feedback from consumers is vital to BBB. We appreciate your willingness to report this information to us. We look forward to helping you and the business work toward a resolution. Please do not hesitate to contact us with any additional questions or concerns.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Business Response
Date: 07/11/2023
Mr. *****,
I am very sorry this refund was not sent to you in a timely manner. There was a miscommunication regarding the nature and amount of the agreement, and it never got processed. The check for your refund has gone out with my sincerest apologies for the delay.

Doug *****
Accountant
*************************
One Hour Air Conditioning and Heating
Benjamin Franklin Plumbing
**** **** **** ******
*** ***** ** *****
Bureau Response
Date: 07/11/2023
Francis *****

**** ********* *****
*** ******* *****

Dear Francis *****:

This message is in regard to your complaint submitted on 7/6/2023 against One Hour Air Conditioning and Heating. Your complaint was assigned ID *********

BBB has received a formal response
from One Hour Air Conditioning and Heating. We ask that you review the response and understand that BBB
is here to assist both parties in reaching a fair and reasonable resolution.

Please review their response to your complaint and advise us of your position in the matter within 5 calendar days. If we do not hear back from you, BBB will assume you are satisfied and will close your complaint as answered.

Please be sure to indicate whether the business' response is satisfactory or not and how you would like to proceed in this matter.

If you received this complaint via Postal Mail, you may respond online using the link below or respond by mail using the address above.

To access/respond to this complaint online:

Go to: ****************
Enter the following code: **************

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE FROM BUSINESS:

Mr. *****,
I am very sorry this refund was not sent to you in a timely manner. There was a miscommunication regarding the nature and amount of the agreement, and it never got processed. The check for your refund has gone out with my sincerest apologies for the delay.

Doug *****
Accountant
*************************
One Hour Air Conditioning and Heating
Benjamin Franklin Plumbing
**** **** **** ******
*** ***** ** *****
Customer Answer
Date: 07/15/2023

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,

Francis *****
Bureau Response
Date: 07/15/2023
Gillian *******
One Hour Air Conditioning and Heating

**** **** **** *** *** ***
***** ***** ** *****

Dear Gillian *******:

This message is in regard to a complaint submitted to BBB about your business on 7/6/2023 by Francis *****. This complaint was assigned ID *********

BBB would like to thank you for your cooperation and response to the above-referenced consumer's complaint. After forwarding the consumer your response, the consumer notified our office the matter is resolved. Therefore we have closed this case accordingly.

If you have any questions, however, we are happy to assist you. Thank you for your cooperation in this matter and for your support of our self-regulatory goal.

Each year, millions of consumers contact BBB for pre-purchase information, and your response to this dispute will assist your future customers with making valuable purchasing decisions.

Sincerely,

Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####

MESSAGE:

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,

Francis *****
Bureau Response
Date: 07/15/2023
Francis *****

**** ********* *****
*** **** ** *****

Dear Francis *****,

This message is regarding Complaint ID * ********- One Hour Air Conditioning and Heating

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Lisa ****
Dispute Resolution Team Leader
***********************

Phone: ###-###-####
Initial Complaint
Date:03/01/2023
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.
7/15/2021: Signed a contract with One Hour Air Conditioning for $239.88 for a cooling and heating inspection. Scheduled the inspection for the A/C and Heater during this time.
8/4/2021: One Hour came out and inspected my A/C unit, no issues
One hour never came out for the Heating inspection.
7/18/2022: One Hour auto renewed my contract, without contacting me first, for $239.88.
7/18/2022: I explained to them that I never received the heating inspection and would like some compensation for this. One Hour stated they were going to give me a $100 credit towards any repairs, perform a heating and cooling inspection for free. I never received the credit and I decided to forego the additional heating inspection and would just receive one instead.
8/23/22: One Hour came to perform A/C inspection and tried to upsell me $4,000+ worth of A/C equipment informed me there were "major issues" with my A/C. I declined the products they were selling and tried to cancel the contract.
9/1/2022: One Hour charged $25.48 to my account
10/1/2022: One Hour charged $25.48 to my account
11/1/2022: One Hour charged $25.48 to my account
12/1/2022: One Hour charged $25.48 to my account
Sometime in November I reached out to One Hour Air to figure out what these charges were and have them stopped. They informed me they were for some premium service, which I never signed up for, and they would remove the charges.
Sometime in December I called again and pointed out the charge was still occurring and would like to receive some compensation since I've now paid a total of $581.68 and have only received 2 A/C inspections, when i should have received 2 additional heater inspections as well. One Hour informed me they would give me the $239.88 from my second contract back.
Sometime in January I called again asking the status of my refund and One Hour stated they weren't aware of any refund but they'd get back to me. They never got back to me and it's now been 2 months.
Business Response
Date: 03/09/2023
We are aware that the customer wanted to cancel contract and that was handled already.
We are also going to process a refund for 4 months September-December of 2022.
The refund may take 5-7 business days and will be refunded to Card on file at office.
Customer Answer
Date: 03/09/2023

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,

***** *****
Initial Complaint
Date:02/19/2023
Type:Product 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.
January 26, 2023 the technician came out and agreed that 2 parts were not need that I was charged for. Technician put on the receipt "Spoke to Brian and per notes in system customer is to be refunded difference." It has been over 3 weeks and I still did not receive my refund of over $1,000.00. I also cancelled my service agreement and I was still charged recently for it. I have called several times and spoke to several people, who assured me that I would receive a call within 24hours and nothing. So 3 weeks of calling and 3 weeks of no callback.
Business Response
Date: 02/21/2023
2/21/23 I met with Mr. ***** and his wife this morning and asked to get me one week to resolve as our accountant/bookkeeper is out until Thursday. I provided ***** with my personal cellphone number and advised if he does not hear from my office by Friday to call me directly.
Customer Answer
Date: 02/21/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and Mr. ***** has asked that I call back Monday afternoon 2/27/2023 if not resolved by then. Will keep BBB updated with any new information.

Sincerely,

***** *****
Customer Answer
Date: 03/07/2023

Complaint: 19424778

I am rejecting this response because:
My name is ***** ***** and you asked that I write you back if nothing was done. With the HVAC company giving me my refund. As of this date I still have not received a refund. I am requesting for the complaint to be reopened. I am attaching the email between the HVAC company and myself. Thank you for your time.

Sincerely,

***** *****
Business Response
Date: 03/09/2023
This response is in reference to refund amount of $1,532.50 being processed already for customer ***** *****
The refund has already issued to homeowner we refund all but they amount of $467 for collector box installation
Initial Complaint
Date:01/30/2023
Type:Customer Service 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 two complaints about the company: 1. About the technician not communicating the problem clearly The technician came to our house trying to fix our **** on Jan 17. Ten days later, the **** system broke down again. The technician keep saying the parts he fixed was okay but it was my heat exchanger broke down. I told him that on Jan 17 when he was about to do the job, he could have told me 2 options: 1. fix the parts 2. buy a whole new systtem. I would go with the second choice as I know its an old system. Now I paid $1,123 for the fix and 10 days later the whole system broke down. If I knew the choice, I could have just bought a whole new system instead of sinking $1,123 on something just last 10 days. 2. ******** from the customer service very ************************* was very rude and condesending when deals with us for a call back. First, they wont want to send any technician to check on it until I told them on their website they have a 2 year warranty of their labor and parts. With this, I am seeking a refund of $1,123 as bad communication from techinician to me of the whole situation. I would also like an apology from ******** from the customer service. Thanks!
Business Response
Date: 02/03/2023
One Hour Air has made resolution with Homeowner in reference to this complaint ,We are refunding the amount of $908 to Homeowner for repairs made at time of visit
Homeowner is in agreement with the resolution at this time

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One Hour Air Conditioning & Heating is NOT a BBB Accredited Business.