Complaints

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

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  One Hour Air Conditioning & Heating

  6175 S Sandhill Rd Ste 100 Las Vegas, NV 89120-3350

  
• 

  One Hour Air Conditioning & Heating

  739 W Sunset Rd Henderson, NV 89011-4601

  

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:05/28/2025

  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.

  Absolutely appalled by the gross misrepresentation and sloppy work by One Hour. They installed $40k worth of units over 30 days ago and did not complete installation. They claim the units are missing a partwhy did they install incomplete units? There has been a hole in my ceiling for over a month where they carved to do their incomplete job. Photos show the dirt and fingerprints they left to damage my home. I have called and emailed weekly since the completion of the job and no one returns calls or does anything! I will be filing a fraud complaint with **** as this business takes advantage of consumers. So disgusted!

  

  Business Response

  Date: 06/11/2025

  We went back out to the client's house on May 29th to finish the remaining items to the HVAC system.  We also turned over the drywall repairs to our vendor (Southwest Drywall) who went out on May 30 and corrected the drywall concerns.  We also turned over the sprinkler concern over to our vendor (Summit Fire and Security) to address the sprinkler concern.  After all vendors have been there and completed. Then the work for the job should be complete.

• Initial Complaint

  Date:05/14/2025

  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.

  One Hour HVAC has and was supposed to get the clark county building inspection done upon the complete install of my new HVAC ubnits that has not been physically inspected yet and its been nearyly 6 months since install. Supposedly the building now does inspections by pictures take duiring install of which I have never heard of before haveing been in the construction industry for over 50 years and have a degree in Building Technology. As it sits now the health of my family might be in jepordy due to any misguided installation by One Hour A/C company. Numerous calls and emails to this company have gone unheeded and non answered and complaints to the BBB has gone with unanswered questions. Fix the problem

  

  Business Response

  Date: 05/28/2025

  We had originally scheduled for the inspector to go out on April 11, 2025.  When we look to see the outcome of the inspection in the portal it doesn't state anything and only has the inspector's name.  We have reached out to the inspector's office with a call and message to try to get information regarding the appointment but have not been able to get a reply or a call back.  We have further put in a call and left a message to that inspector's supervisor and are currently awaiting a call back.

• Initial Complaint

  Date:05/07/2025

  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.

  One Hour **************************** Conditioning had been working with me to identify and resolve an issue with my HVAC system. On a tech's last visit to my home, 04/14, he asked if he could remove a ceiling vent so he could look into the ductwork. The vent was somewhat adhered to the ceiling and he used a box cutter or similar object and ran the blade around the entire vent to loosen it. As he removed the vent, there was some dust and he wiped this away, as well as pieces of the sheetrock into which the screws attach. When reattaching the vent, he could not get 2 of the screws back into place. He rotated the vent a number of times while trying to get the vent re-lined up with the marks made by the blade. He was able to get 2 screws back in, 1 partially in, and the 4th not at all. During this process, he smeared black marks over the vent, dented and bent it, and the cut line can be seen. The 3rd and 4th screws would not go back in because of the sheetrock that was removed, so there was nothing to s**** them into above the ceiling. There is about a 1/4" gap between the vent and ceiling. I notified a manager at One Hour of the issue on 04/14 or 04/15, telling him they need to put in a new vent, installed correctly; his initial is "V". He asked me to send pictures, which I did by text on 04/15. I sent a follow-up text on 04/17 and again 04/18. My phone shows he did "read" the text. To date, he has not responded and my vent remains "hanging" from the ceiling, in damaged condition. When I initially talked to "V" about the damage, he had assured me this would be looked into.

  

  Business Response

  Date: 05/15/2025

  Wehave been working with ***** for about six weeks now. ***** has been a client of One Hour since 2022.On March 9, 2024, ****** ****** completed maintenance and recommended duct cleaning and the installation of an *** (Micropower Guard Air Cleaner). The work was completed on September 9, 2024. ****** returned on March 27, 2025, to perform another maintenance check. During this visit, ***** mentioned a burning smell coming from the unit. ****** recommended additional services to address the smell, which ***** accepted, and the services were scheduled.
  On March 28, 2025, ***** called to inquire if additional services were necessary. we spoke with her that day and arranged for a field supervisor to conduct a thorough inspection and confirm the findings. The field supervisor recommended that ***** proceed with the additional services to eliminate the smell. We followed up with *****, who was convinced that the smell was coming from the *** and wanted us to investigate further. She canceled the appointment for the extra services, and we scheduled an appointment for April 3, 2025, to remove the *** and see if the smell dissipated.
  The technician removed the ***, and we planned to wait ten days to determine if the smell would go away.After that period, we followed up with *****, and we scheduled another appointment for April 14, 2025, to reinstall the ***. On April 15, 2025, ***** texted me pictures of a damaged supply grille. we could see that the grille was slightly bent and off-center. we informed her that we would have the technician inspect it during the *** installation. That same evening, ***** texted me,stating that she was very sick and needed to reschedule the appointment. She called in and rescheduled the appointment for April 23, 2025.
  On April 16, 2025, we checked the schedule and saw that ***** was scheduled for the following week. we texted her, saying, "I'm sorry you are not feeling well. we hope you feel better soon. We see that you have already rescheduled for the 23rd." The technician visited her home to install the *** and noted that the client was happy.
  
  On May 1 and May 2, 2025,***** texted about the grille. Unfortunately, we did not respond promptly,and we could have done a better job of getting back to her. On May 9, 2025, we received a text from ***** saying, "Hope you enjoy my review on the internet. We apologize for the delay and offer to schedule a technician to assess the grille damage.  ***** told ***** (Sales Manager) that I had been condescending since the beginning of our interactions and that she no longer wanted to deal with him.  **** (service manager) reached out to *****, and we are going out to inspect on Thursday April 22.
  

• Initial Complaint

  Date:05/02/2025

  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.

  1/18/25 - technician was given a check for $2850 for Aeroseal service, service scheduled for 1/21/25.1/19/25 - I changed my mind because it was too expensive. Called office on 1/19/25 and asked to cancel the appointment. I requested my check be sent back to me and the agent assured me the check would be destroyed, not deposited. 3/26/25 - When reviewing my bank account I discovered to my surprise that the check had been deposited by One Hour Air on 1/18/25.3/27/25 - I called and explained to the agent my problem. To be clear, this service was never performed or was there ever a misunderstanding that it was not canceled as no technician ever came on on 1/21/25. When the phone agent looked me up in their system it was clear that the service was canceled. I was told she would contact ****** (manager) and that she would get back to me. I got a text later in the day from ****** that the check would be mailed in 2-3 weeks.4/22/25 - No check has been received; called again and agent said she would have ****** contact me. I have never heard from ******.4/24/25 - I called again, spoke to agent, asked to speak to ******* who had been my technician for many of the 18 years and is now a manager in the company. I left a voicemail in detail about what had happened and requested his intervention. I have received no response from him as of 5/1/25.4/28/25 - I called again and spoke with agent Alhambra/********* who looked up my information, ****** was working from home, ******* had just left the office and she said she would email both of them and I would hear from someone in the next 24 hours. 5/1/25 - I have had no communication from anyone from One Hour Air. I've been a loyal customer for 18 years and have always had a good experience, referring them to many of my friends and neighbors. I am disappointed that they have handled this so badly and disingenuously.

  

  Business Response

  Date: 05/15/2025

  We had spoken to **** ***** and explained to her that we had to have our corporate office process the refund in check form.  We understood that the check would be mailed out on May 1st and have to come via mail from the bank in *********  We spoke to **** on May 15th and she had said she received the check.

  Customer Answer

  Date: 05/15/2025

   
  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.
  Please be advised that I was never advised about who would send the check or when it would be mailed., or for that matter if it would happen.  My calls were ignored and never responded to. I am grateful to have received the check on 3 May, and have this situation resolved. 
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:03/31/2025

  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.

  I'm 80 Years Of Age & Been Doing Satisfactory Business With ONE HOUR For Well Over ******************************************************************************************************** The Air. ~ Purchased From ONE HOUR And It Was Installed With A GREEN Light Indicating "It's Working Properly" ~~ Before The Installer Exited My Front Door, The RED Light Came On, To Me Indicating It To Be Faulty. ~~ Even After Multiple Contacts & A Service Person Coming And Inspecting The Unit, They Insisted "" As Long As A Light Is On, The Unit Is Working" It Took MONTHS To Have Them Give Me The Manufactures Name And The Model Of The Unit Installed.I Contacted The Manufacturer ~~ The Unit Had Never Worked As Indicated By The RED Light. And ONE HOUR Refused To Replace Or Repair The Unit... (I Don't Recall The Cost, But Around $3,000.00 Is An Estimated Guess ~ But I NEED It Replaced. )

  

  Business Response

  Date: 03/31/2025

  I think this may be the One Hour in Las Vegas, ***  We are ************, and do not have a client by that name or phone number. Their address in the complaint is in Las Vegas, ***

  Thank You

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

  

  Business Response

  Date: 04/11/2025

  We were able to talk to the client by phone on Thursday 04/10/25 and arrange for our sales manager (***** *******) to go out to the client's home and show the client that the *********** Guard (Electronic Air Cleaner) light is red.  When the light comes on is always red and has never been green.  If the cleaner wasn't working the light would just not be on.  The client understood and was satisfied.

  Customer Answer

  Date: 04/11/2025

  Situation Settled Well For Both Parties.

  One Hour Arrived And Checked Out The Problem,

  It Became Obvious There Was A ****************************************** It's ******************** Of.

  My Thanks To The People Of One Hour For Their Contacting Me So Quickly.

  M.C. "****" *******

  Customer Answer

  Date: 04/14/2025

   
  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:03/10/2025

  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 have made multiple phone calls and at least two emails sent to the manager of customer ********************** for Assistance with a concern that I have. There a worrying noise happening in my home and based on what Im finding the possibility of a bad bearing in the **** could be the cause of it. This company has failed to return my phone calls and my emails. This is the first time that *** had to go through this with their customer ********************** department but this time Im reaching out to the manager direct. I need confirmation from the tech who came out the last time confirmed that the whirring noise Im hearing Its not coming from my ****, but I cant get this company to respond and I have a service contract with them which makes this even worse.The service that I receive when the technician comes out is completely satisfactory, but dealing with the Service side is a headache. As a customer, I dont understand why contacting and communicating with the customer ********************** department produces this result. It is baffling that I cant just call them and get a timely response. It is unprofessional, and it weakens my trust in them as a business. Up until now the relationship between business and myself seemed on good terms but I havent received a return call Or return email for well over a week. I seriously dont understand what the problem is. It is an inconvenience to have to go this route - seems so unnecessary.

  Customer Answer

  Date: 03/24/2025

  I have had an opportunity to speak with ******* and express my concerns.  This complaint can be closed as satisfied.

• Initial Complaint

  Date:04/29/2024

  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.

  This is the second time I&#**;ve had to file a complaint with this company. H333233363436**323132H and H3331**383530373236H ******************. *******************************. They installed a knowingly faulty A/C unit back in 2018. At the time of the installation I found out that the unit had a pinhole leak in the unit. I immediately told them to take this unit back and replace it with a non faulty unit as I was paying $7,200 for it. I was referred to the Vice President of operations ******************** who was extremely rude and uncooperative. He told me he could in no way replace this unit because his A/C supplier would not reimburse him. At that point all I could do was get a notorized copy with his signature for a 10 year all parts and all labor warranty. Last summer my air wouldn&#**;t get to the desired temperature allowing for my air conditioner to continue running for hours until they came out to have a look and I had to pay a service call of $89. The technician checked it out and said he refilled the unit with freon. He also said this is a matter that can not be fixed and the whole unit would have to be replaced. So fast forward to today 4-21-24 the same thing is happening and my unit has been continuously running now for 90 minutes. They are coming out sometime tonight. I believe the only logical resolution is to replace the unit which should have been done in the first place. This company will keep filling my A/C with freon to get me by until my warranty ends in 2028. This is unacceptable and nobody should do business like this. I hope you can resolve this issue in a timely manner. H333233363436**323132H and H3331**383530373236H ****************. ********* Nevada ***** ************ ******************** Vice president.

  

  Business Response

  Date: 05/10/2024

  We contacted client and sent a technician out on Tuesday 05/07/24.  We were able to isolate the problem which was a refrigerant leak.  We returned to the client's home on Wednesday 05/08/24 and repaired the leak and the system is working properly at this time.  The service manager followed up with client on 05/09/24 to reconfirm that everything was working properly.

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21639116
  
  I am rejecting this response because:   I already stated that the air conditioner leak can't be "fixed" due to a closed system.  A technician from One Hour Air confirmed to me that it is true.  I have had clients in the past that work for air conditioning companies and have confirmed that as well.  This is a temporary fix until my warranty runs out.   This company put the A/C unit in knowing it was faulty and refused to put a fully functioning one in at the time of of installation.  One hour Air was out to my condo in July of 2023 "Fixing the leak".  So i expect it to last another year possibly until the problem arises again.  This unit never should have been installed in the first place!   This company needs to be held accountable for taking advantage of people, especially a single senior woman like myself.  Please help me in this matter so it doesn't happen to another customer..  Thank You very much for speaking up on my behalf.    *********************
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/11/2024

  Systems that have refrigerant leaks are fixed all the time in the **** industry.  Yes, the system is sealed so you should not leak refrigerant but if you have a leak the common practice is to find the leak and repair the where the leak is. Unfortunately, as a licensed professional **** contractor We do not agree with the client's rebuttal.  The leak was fixed on May 8, 2024.  It is now June 11, 2024.  As we have not had another issue call from the client since May 8 it appears that the system is working properly, and we have experienced over 100-degree weather.  Also, the client had this repair done at no charge showing that we have fully honored her warranty.

  Customer Answer

  Date: 06/18/2024

   
  Complaint: 21639116
  
  I am rejecting this response because:  It took a year before it starting leaking this last time so no leak for 1 month is not very convincing that it was fixed for good.  I have to disagree that leaking A/C systems is a common thing.   It is not.  I've owned a few homes and this has never happened.  I've never had friends or relatives talk about leaks in their systems either.   The whole point of this complaint is One hour Air KNOWINGLY put a faulty unit in my condo.  When I said I wanted a different one I was told They can't do that because the supplier would not reimburse them for the faulty unit.  And I told them on the day of installation  I wanted a different one.  This is bad practice for a company to do these kinds of things to people.  So I am not accepting this ridiculous response.   Somehow this company needs to be held accountable for their shady business dealings
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 07/10/2024

  I can appreciate that ******** doesn't accept the previous response, but the simple fact of the matter is that her unit was fixed on May 8, 2024, which didn't cost her anything showing that we honored her full warranty.  It is now July 10,2024 and we have not received any information from ******** saying her unit isn't working and we have experienced record heat wave in Las Vegas which tells me that the repair was done properly.  So as in the case with a car if something isn't working properly, they fix the component that wasn't working correctly and give you back your car, they do not give you a new car.  It is the same in the world of Air Conditioning.  You do not get a new air conditioning unit just because a part of the machine malfunctioned.  You get the part fixed and you still keep your existing unit.  If ******** would like to try to have the manufacturer of the equipment give her a new piece of equipment, then she is more than welcome to try to go down that avenue.  We feel at One Hour that we have fulfilled our obligation of the warranty.  

• Initial Complaint

  Date:08/31/2023

  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.

  On Friday, 8/25/23 one hour ac came for a service call due to my ac not blowing cold. Tech tried to say my unit was low on freon, it was not. Tech tried to say unit was old. It is about 10 years old. Blower less than 6. Tech then tried to claim he would have to spend time searching for a 'freon leak'. The unit had been off about 2 hours from time I discovered it warm when I got home and his arrival. But when I turned it back on it was blowing cold again aka coils froze and thawed. At that point, I said we're done. Tech turned into a jerk. I called office while he went outside to get tools, etc. during that time he's yelling a bunch of stuff from outside my front screen door. It was so much I went to the door to tell him I'm not engaging with him and will get back with him when I'm done talking to the office. The lady in the office said they'd have to order 'my kind of freon' since my unit is old it's not in stock but couldn't say once ordered how long it'd be to get it back. Short story for me, I paid the $89. And I was ripped off. Their tactics seemed like an intentional rip off. I would like to be reimbursed the $89 I spent. I called another company. They came out. My freon was in the blue range aka good. It was not low. My coils were dirty causing it to freeze up. They cleaned them and my unit is blowing 54 degrees on a 111 degree day and has been working great every since.

  

  Business Response

  Date: 09/11/2023

  We spoke to ***** on Monday, September 11, 2023.  We have agreed to refund the client $89.95

  Customer Answer

  Date: 09/11/2023

   
  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:07/28/2023

  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.

  I was under the maintenance plan with these people since 08-07-22. I was never called to have a winter maintenance until the end of February, I told them they were a little late winter was over. I said I'll wait for the summer check. We'll they never called to make that appointment either. Guess what.....system went down. I called them on 07-23-23. ***** was originally out here on 08-07-22 when I purchased the plan. He again was out here on 07-23-23, in which he diagnosed my problem as compressor. He again was at thermostat checking on my request and confirmed that yes he was the one that fixed the wiring on thermostat in 2022. Still no air or air flow, so I called another company on 07-24-23. They came out spent about an 1 1/2 hrs checking everything. The tech comes down from attic and says your blower motor just died. The ******* were baffled were taking pictures of everything. They opened up thermostat and 1 tech yelled to the other I found it. Took pictures of the thermostat right after opening. The wires had so much exposed wire showing and the heat and cool wires were laying on top of each other. This explains me telling both companies including ***** I smelled an electrical burn smell prior to it going down. So the exposed wire being crossed meant the heat and cool were competing with each other, blower motor burned out. ***** cost me ******** to get new blower motor installed. Also called to get refunded on maintenance plan, they said no. This company should be paying at least half of my repair bill.

  

  Business Response

  Date: 08/09/2023

  The client was offered her first maintenance (winter maintenance) on February 25, 2023, and again on February 28, *****, due to us offering the visits in 6 months intervals and her signing up in August 2022.  The client refused the winter maintenance so unfortunately, she loses that maintenance ($84.00 value).  Also, she scheduled a service call on July 23, 2023, and the diagnostic fee ($89.95) was waived due to her being a club member.  So, she did receive a benefit of the club membership. These are the two reasons why her membership dues were not refunded. She claims that her t-stat was mis-wired causing her blower motor to fail and that is why One Hour should re-imburse her for that repair. We didn't see anything in "*******************'s" invoice stating that was the cause of failure. We called the client on August 4, 2023, asking if she had any documentation from "*******************" showing that was the cause of failure. She couldn't produce any documentation. We told her we would need that documentation to process a re-imbursement. Upon which client decided to hang up on the service manager. It is our professional experience that the crossing of the wires is not going to cause the blower motor to fail. Unless the client is willing to provide additional documentation showing cause of the failure of the motor. we feel no re-imbursement is in order.

  Customer Answer

  Date: 08/16/2023

   
  Complaint: 20387201
  
  I am rejecting this response because: *********** upon talking to the owner did agree that they only called me 1 time at the end of February 2022. He also said he would have to talk to his staff on why they did not call me for summer maintenance.  At the time I placed my call for service  I had until 8-7-23 and the maintenance plan would have expired. Do you really think if I had not broke down at the end of July they would have scheduled that maintenance call. The owner clearly will not accept that his technician was negligent when wiring my thermostat.  In all his years of business he said he has never heard of wires crossing each other causing a faliure. That clearly explains alot. He also knows that no company that comes out behind him is going to put on paper the reason for failure, due to legal issues. So at this point my complaint and response stands for everyone to read and make their own decision on whether they want a company like this to service their equipment. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:07/19/2023

  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.

  I had one of their techs come over and inspect my unit and was told it couldn't be fixed and I needed a new one. I am not too familiar with how much such installations cost and was talked into getting a new unit. The unit was installed within a few days but they did not have the correct cover for the unit where the air filter goes. They told me that they're going to get the right one but weeks went by and I kept calling for an update. No one called me back and my home turned into a health hazard for my family without air filtration with a constant layer of dust and allergens. My son started to get sick and I called them to complain. Someone finally called back when I threatened to **** The rep quickly set an appointment with me and got a cover put in but it isn't the right one. He said they can't get the right one and I have to get dry wall put in for it to work. It's been more than a month now and their is still a gap in my ceiling. The air is still not properly filtered and my home is a health risk for my family. I called and requested a partial refund to be fair but they will not even do that. I am contacting a legal firm to *** for damages and for being exposed to a health hazard due to their carelessness and sloppy work. When I talked to the person in charge of getting the work finished he was rude and agreed that it would have taken another couple of years for them to rectify the is*** if I didn't make a fuss about it. I intend to *** for damages and will get justice. I gave them a chance to fix the problem and give me a partial refund.

  

  Business Response

  Date: 07/28/2023

  All the remaining work at ********************** house has been completed. The original price of the unit was $12,490 which ****************** had agreed to and then called to express his concern with the cost and we reduced the price to $11,272 and ****************** agreed to that price.  We installed the unit and the unit was fully operational with the exception of needing to install the cover panel.  At the time the client had paid $10,500 towards the unit but still had a balance of $872.00  We understand the frustration of the delay of getting the panel installed but we were able to complete the work and for the client's inconvenience we offered to waive the remaining balance of $872.00 and give him a free duct cleaning for his concern with the dirt and dust but the client declined and demanded 50% to 60% reduction of the $10,500 which is not a reasonable compromise in our view.  So currently no resolution has been reached.

  Customer Answer

  Date: 07/28/2023

   
  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,
  
  *************************