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:04/24/2023

  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.

  This company called me about two weeks ago saying they were running a special for an ** check so I said sure come on and do it. The tech gets to my house and he says all right whats going on? He said it was nice and cool in my house, so Why am I here? I said to him well you guys called me about an ** check. He said thats a waste of money I wouldnt do that. So then I asked him well what would you do while youre here? He replied, let me just go check it out and see what all needs to be done. So he goes out there. He checks up in the attic. He checked the unit outside and comes back and tells me all I need is a check up maintenance and sold me on some package that typically cost $400 but he sold it to me for $200. He explained to me that the package included three maintenance checks, one that he was doing today and two more to be scheduled in the fall and the spring. I said that was a great deal. Go ahead and do your thing. When he was finished, he said everything was working great and I should see them in this fall. When the tech came in my house and complimented me on the coolest of my house, it was literally 68 in my house. Less than ************************************************************************* my house goes up to 78 while the ** has been running for an entire day. I called them and have another tech come out the tech that comes out claims that my compressor blue and some other parts and those were things that they couldnt have detected. I insisted that they needed to fix it because nothing was wrong the day the test came out in less than 24 hours later than everything is broken and theyre saying that now I need to replace the unit. While the tech was at my house the previous day he even mentioned to me that they dont make any money off of ** checks they only make money off of repairs and replacements. So it appears to me that This previous tech did something to cause my ** unit to be broken just so that I can call them back. And he didnt do

  

  Business Response

  Date: 04/24/2023

  Our supervisor has been out replaced a dual capacitor and added refrigerant to the system. We did not and will not charge the customer for any of the follow **** Our supervisor has a follow up to double check the system tomorrow, he will make sure everything is still running properly. Unfortunately, the system failed after ************** left but he had no intention of causing the system to fail. This is why we warranted the work and did not charge for any additional repairs.

• Initial Complaint

  Date:11/14/2022

  Type:Product 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.

  Sept of 2022 I was a member of this businee ************.One hour heating and air is also ******** Franklin plumbing who supposedlyn provides 24 four hour emergency service. Sometime during the first week of Sept ,we had a bad sewage leak.I think this was on a Sunday early evening.The carpet and tile in the downstairs of our house was flooded.One hour was called and they told us no plumbing would be availab le until monday and maybe tuesday I find this to contrary to their emergency services commitment.I have since cancelled my ************ with them I have continued to be billed for two months of service I cancelled. I contacteed the company and was told they could not refund my money ************ owes me $45.88. Please address this complaint.

  

  Business Response

  Date: 11/14/2022

  We have reached out to ********************** on 11/8/2022 three different times to inform her that the club is cancelled, and we have refunded the charges. We have not received a phone call back as of 11/14/2022.

  Customer Answer

  Date: 11/17/2022

   
  I am rejecting this response because:
  11-17-I have reviewed my in-coming calls and I have none from One Hour heating and air  11-9 and ***** my bank account was debited$21.44  , My account shows no funds refunded by One Hour Heating and Air.

  

  Business Response

  Date: 11/23/2022

  We have already cancelled the membership and have the accounting department processing the refund. I have attached the notes of where we have been reaching out to **********************, we unfortunately haven't received a phone call back.

   

  11/23/22 spoke with ****** he sent email to ****** to refund the money back I also left a message for the customer regarding this ****** MM
  11/23/22 11:10a cst wnts to cancel membership, sent to ******/JC
  11/23/2022 LVM HEAT MAINT/ AH.DB
  11/22/2022 12:46- SENT TEXT HEAT MAINT TP
  11/16/22 11:09 lVM for heat AA
  11/8/22 lm for customer to call me back ***** MM
  11/8/22 lm for customer to call me back ****** MM
  11/8/22 spoke to customer earlier tried calling back for follow up lm for her to call me back 927am MM
  10/26/22 lm for ******* to call me back 416pm MM
  10/21/22 lm for ******* to call me back to go over an option I have for her 444pm MM
  10/21/22 lm for ******* to call me back to go over an option I have for her ****am MM
  10/21/22 10:22a cst called in to speak with ****** to cancel membership, transferred her over/JC
  10/20/22 lm customer to call me back ***** MM

• Initial Complaint

  Date:10/24/2022

  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.

  Was convinced into buying a new system from them because the technician who came to fix my old unit offered me deal of the century, and only if I sign the contract and installation agreement today. This is the worst company I have ever delt with with product quality and customer service. Had a new system installed with them and it is constantly having a major breakdown. Several times after a repair the system broke down again the next day! (in cold weather). Had to have another company come out and provide system maintenance and as a result voided the warranty on the unit. Just seeking a company to provide better and more professional service and assistance. If the product was good quality that would be one thing, but a system that is having major problems since installation and poor workmanship is just unacceptable.

  

  Business Response

  Date: 10/24/2022

  ************************** system has been installed for 6 years, she had two draining issues (which is related to not having maintenance not the equipment), and a condenser fan motor fail which was replaced under warranty. Unfortunately, the thermostat failed after 6 years and only carried a 5-year warranty. The technician replaced the thermostat 10/21/22, ********************** signed off agreeing to the repair and that she was satisfied. We would be glad to reinspect the system and make sure everything is running at peak performance.

• Initial Complaint

  Date:10/14/2022

  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.

  A technician from One Hour Heating and Air installed a missing float switch (code violation) but failed to recognize that the drain pan, directly under the switch, was completely misaligned from the furnace rendering it unable to capture the overflow of water which, would normally trigger the float switch, which, would then shut down the system. Therefore, installing a float switch without also addressing the misaligned drain pan (code violation) is not only counterproductive but now the switch completely fails to serve its intended purpose. A technician is obligated to report any and all inconsistencies that are related to and or dependent upon any services or repairs being performed. I learned from another company, from which I sought a second opinion, that the float switch is meant to protect against flooding and that flooding can occur in two ways. One way is from clogged drain lines and the is from the overflow of water into the drain pan. However, if the drain pan is not properly positioned to capture overflow, the float switch will not be triggered. Therefore, installing a component that works to serve as a fail safe, but failing to correct or address "both" dependencies, voids the protective measure that is meant to be in place.Had the technician from One Hour Air advised me of the above, as did the subsequent technician, I could've had the responsible company return to correct both of these anomalies at no charge. However, the tech from One Hour Air proceeded to play on my emotions by making me fearful of the likelihood of a flooding since the system had other issues going on. All in order to meet a sales quota, by duping me into over paying for quick and easy fix yet still leaving me, an unbeknownst homeowner, completely subjected to substantial damages had a flooding actually occurred.

  

  Business Response

  Date: 10/20/2022

  The technician did install a missing float switch to protect the system from overflow. This is to protect from a backed-up drain line which backs up into the system and then the pan. Unfortunately, the other company *************** ****************** on this subject the drain line itself is not the concern it's once it backs up into the system. The switch does absolutely still serve the purpose it's intended for, we do not have sale quotas that our tech's have to meet they're here to provide a service and again will be glad to honor the free heat inspection for any issues ****************** feels she has had. 

  Customer Answer

  Date: 09/22/2023

   
  I am rejecting this response because:
  
  

  According to my conversation with the **************************** Officer, adding a float switch to the coil pipe is only needed when the layout of an attic is not conducive for running a drain pipe to the outside of the home in order to redirect water flow. In which case water would alternatively run into a drain pan, seated underneath the entire unit, thereby triggering the float switch in the drain pan to shut down the system.

   

  In my case however, I actually have both a drain pan and a drain pipe so the tech could very well see that adequate flood prevention was already in place.  But regardless of any pseudo defects claimed to be found, if the absence of this switch subjected my home to the risk flooding, as I was feared into believing, then explain how the installation of my AC unit, which requires a building permit, was able to pass building code inspection? It wouldn't have. Therefore, installing this unnecessary part was not only overkill but having done so by way of fear-mongering makes this service a willful act of fraud.

   

  However, if the respondent disagrees with my statement, I would highly encourage them to reach out to the ****************************, as did I, to confirm the details that I've outlined.

   

  And if you cannot prove that my home was in jeopardy of being flooded because of this missing part, then it would be in your best interest from a customer service perspective to issue a credit in the amount of $234.88.

   

  And as a helpful tip to those reading this post, anytime you get a diagnostic or quote for a small project, you can simply reach out to your local code enforcement officer to verify if the repairs listed in the work order are accurate or even necessary.

  
  
  

  *(Retraction to 10/14/22, complaint: I later learned that drain pan was properly positioned)

  _________________________

  

  Business Response

  Date: 09/29/2023

  The float switch we installed is designed to cut the unit off if the drain backs up so that the water doesn't end up in the pan. ************** did identify the issues with the drain line, but the float switch is what ****************** elected to proceed with. Whoever performed her previous work installed the drain incorrectly but by installing the float switch, she would be protected from the drain backing up into her system and pan. This was reviewed with ****************** and the invoice were signed that she was 100% satisfied with the work. Again, our technicians do not work to meet a sale quota. These are parts we use to protect customers systems and homes.

• Initial Complaint

  Date:10/14/2022

  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.

  The technician from One Hour Heating and Air performed what's a called revitalization service yet during his inspection he completely failed to recognize that my ac unit was significantly low on coolant, despite the readings he may have noted on his inspection report. However though, he leap into full on sales mode at his discovery of a few punctures in my ductwork by trying to convenience me of the need to spend over $2,000, for some patented service used to seal holes. ******** in ductwork he could detect (something he can make a sale on) yet he somehow couldn't determine that an ac unit needed over 3 lbs of coolant? Not feeling confident with the technicians findings, I sought a second opinion from a competitor who's pressure readings were able to determine that the unit was significantly low on coolant. And there is no possibility of a leak between the two service visits because the competitor's technician returned a few days later for a courtesy visit to apply a layer of mastic (free of charge) over the minimal size punctures that the former tech wanted to charge me over $2k for. And during this same visit he also rechecked the pressure readings just for good measure and found the coolant was still within spec. The picture attached shows how low the coolant level was upon arrival of the technician from the company of the second opinion.

  

  Business Response

  Date: 10/14/2022

  ************** did perform a full system revitalization on ********************** system. The system was cooling properly at the time and the technician did not determine any refrigerant was needed. We could've had a supervisor reevaluate the system if it failed after we performed the service and fixed any issue that we found at no additional cost. We were not called or given the opportunity to evaluate the issues but again would have fixed this issue for no additional cost if we had the opportunity to. We did offer ******************** a free heat revitalization for inconvenience. 

  Customer Answer

  Date: 09/22/2023

   
  I am rejecting this response because:
  

  Your company does in fact implement sales quotas, because anytime one business agrees to market a product for another, there has to be a determined and agreed upon profit margin in order for both parties to be fairly & equitably compensated. And to ensure said profit margin is met, a target number of sales MUST be instituted literally the definition of a "Quota". So with that being said, there is zero rationale in claiming that your company is sending its techs out into the field to peddle another vendor's products, all for free of charge.

   

  However, I want to thank the respondent for adding credibility to my complaint by openly admitting to denying a refund simply because a customer chose to exercise their RIGHT to a second opinion. This is actually a reflection of the same kind of dismissive interaction I encountered when trying to work directly with the company for resolution.  The reason I chose not to allow your company to return to my home is because this technician/charlatan vested more time in trying to sell me a totally bogus product, for over $2k, than he did with repairing my system.  And his ill intentions were made evident in that he never even suggested a separate consult to have the condition of the ENTIRE duct work system be fully evaluated, in order to determine if this product was even actually warranted.  His recommendation sales pitch was predicated solely on a few minor punctures (not full rips) in an isolated location, in which he then built an entire scenario around, in order to justify making an unethical up-sell.

  The respondent also sounds extremely ill-advised by claiming that "my unit was cooling properly at the time" when I have produced irrefutable proof (photos) of the pressure readings taken by the second companys technician, who had to resolve your tech's errors by adding 3 lbs of coolant to the unit. Not sure how your tech missed something that major when he was here for over 2.5 hours along with a lifeline call to the manager and still couldn't determine the problem.  

  Though my system worked much better after the subsequent repair, it still felt slightly off from before so I reached out for a 3rd evaluation just for good measure and with an adjustment made to the thermostat, there was an immediate improvement in output.  I was in utter disbelief that my resolution, this whole time, lie in a simple tweak to the specs.

  And lastly, I was never offered a free heat evaluation. But regardless, why would I want an evaluation from the same subpar company that couldn't even detect a simple problem with a simple fix?  What I want is to be refunded the $125.48, for a service that subjected my system to the danger of performing under an insufficient coolant level.

  

  Business Response

  Date: 09/29/2023

  We do not work on sales quotas. The parts we use are to repair, protect, and prevent failures, our technicians are hourly employees. The technician did recommend ****************** have the duct system sealed to prevent duct leakage so the system would work more efficiently. This would also keep dust and dirty from entering the system which is the number one reason for system failure. The system was not low on refrigerant while we were there, we're not sure but if given the opportunity, we would have recharged the system. ****************** was offered a free heat maintenance by our customer service manager, she rejected the offer.