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:05/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 so disappointed with the customer service I received from One hour ******************** and **********************. After I realized that getting my heating system serviced by them was overpriced after second opinions and online item research, my husband and I decided to cancel the service contract with them on March 17, 2024. NOTE that this contract also included cancellation of the monthly service plan. To confirm this was canceled, my husband called them on March 27th, at this time the monthly service plan was still active. Once again, it was requested to cancel the plan.*************************** mentioned she made two calls in April to cancel the plan and that she was unable to leave a voicemail on one of the instances, this is NOT true as there is no record of even a missed call from her. The only call and voicemail on record is from ***************************** on April 5th to schedule a service call. Im an honest person and if I had received the voicemail and missed reaching back to them, I would admit it was my fault and would let this go, but the fact that they are lying saying that they called, and we have no record is what upsets me. I cant stand dishonest people. I gave ********* the benefit of the doubt several times, I thought to myself that I was wrong until my husband and I checked the call logs, we do not see these calls or the voicemails she claims she did and left.********* said that a $139 fee needed to be paid which was initially waived using the monthly service plan, this covered the technicians visit to check the heating system. Again, I was OK with that because someone came to look at the system, and I appreciate that. We paid the $139 plus the $28.88 twice so we need both months refunded as the monthly plan was cancelled within one business day from the technichian visit. Why charge us the $139 and keep the $28.88 for the first month if the tech visit is covered AND the cancelation request was sent to the company within one business day from activation? See attachement.

• Initial Complaint

  Date:02/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  After having a switch replaced in our heating system in January 2023, it broke on Feb 2, 2024. Because the work was under warranty (one year that ended on January 11, 2023) we contacted One Hour Heating & Air Conditioning to see if they would honor their work and fix the issue, since it was only a few weeks after the one-year date of the initial repair. A technician came out and said it was the exact same part that failed, due to a "faulty part" and that he would honor the warranty to fix it, since it should not have broken within that short timeframe. He contacted me several days later with a quote of $253 to fix it. I asked for clarification since it should have been covered under their warranty at no cost (according to the language of their warranty we have written it would cover both labor and parts) and the technician told me he couldn't do the job for free, that he was charging me a "very discounted rate." We had gotten a quote from another company that it would cost a total of $250 for the entire job (parts & labor), so this company was not honoring their written warranty and still trying to charge us the exact amount already paid. In addition, they had already charged us a $139 service call fee for the initial diagnosis, that we were told would be removed because of the warranty. I would like that $139 fee refunded, as explained. I spoke with the service manager who told me he could "change" the warranty to not cover the cost of correcting the faulty part that their company installed. So, either I could pay them an additional $253 to fix the heater switch or I could go to another company any pay for it.

• Initial Complaint

  Date:12/11/2023

  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.

  I made a service call to One Hour Heating and Ac to have my older furnace serviced. I set up for future service calls during the phone call to have my older furnace serviced yearly. The service man would not touch the furnace because he said it was too old and he didn’t want to break it. He left and we didn’t get a bill. I assumed it is because he didn’t do anything. In October 16, 2022. They charged our ******** card for the service again which we thought should be null and void since they wouldn’t touch the old furnace that we still had and no service call was scheduled or made. We finally figured out they were charging us for a service that we never received because the rep from one Hour Heating and Ac called to set up a service appt and we didn’t realize they were charging us for a service call that was never made. We called them many times and they only refunded partial of the $251.88 ($125.94) on 10/4/2023 which I only knew of by looking into our account., no one ever contacted me to tell me about the partial refund. We spoke to numerous people from the business about the issue and no one would get back to us. I feel we should have not been billed $251.88 on October 2021 because no service was done. He was here maybe 5 minutes. And the contract, if that what it was, should have been cancelled in October 2021 and we should have only paid for the service call. And I think all of my $251.88 from October 4, 2023 should be refunded to me, not half of it. I think I should get a total refund back for $377.82 because no service had been done at all. We didn’t realize they had charged us because we had no clue that they kept the contract open and it was an automatic yearly payment. Thank you!

  Business Response

  Date: 12/28/2023

  Customer has been fully refunded about a month ago.  Thank you.

  Customer Answer

  Date: 12/29/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  They were to repay the full amount of $251.88 for each year (2021 & 2022) a total of $503.76. 
  As shown on statement from credit card there was $125.94 refunded on 10/4/2023 and $125.94 refunded on 12/12/2023. They stated they had also refunded the remaining $251.88 refund directly after the $125.94 refund on 12/12/2023 and it is not credited to my account. ********* had told me and my spouse on two separation occasions that we would be refunded the full amount of $503.76.
  
  Regards,
  
  ***********************
  

  Customer Answer

  Date: 12/29/2023

  Additional information for proof of account not being credited for $251.88 on 12/12/2023 per their customer service representative at ********.

  Customer Answer

  Date: 12/29/2023

  They took the total of $251.88 out twice but only refunded it one time in partial refunds.

  Out
  10/16/2021$251.88

  10/16/2022$251.88

  Refunded

  10/4/2023$125.94

  12/12/2023$125.94

  we had to call them a few times about the first refund due to us and then they said the full amount was sent on 12/12/2023 following the partial refund on the same day.

  Business Response

  Date: 01/29/2024

  Hello 

  we apologize for any confusion. All funds in entirety have been refunded. 
  

• Initial Complaint

  Date:11/02/2023

  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.

  We contacted one hour heating and air conditioning of Lancaster in May. We signed up for a monthly charge which included maintenance on our heating and air-conditioning units. We were very clear when we signed up that we are in the process of moving. And even though we know that our units are old we did not want to replace them. We were just hoping for the best and planning on selling our house as is.We had our service call for the maintenance on our heater on October 16, 2023. At that time the service representative told my husband that it needed a motor. The motor was fine but he felt that it needed to be replaced. My husband said OK and the charge was to be $1400. He returned on October 23, 2023. When he went downstairs he was only down there for a few minutes and came back up and said the bolts on the unit disintegrated because they were so old and now we needed a new heating system at $7000!When he broke one bolt, he shouldve came upstairs and told my husband that he broke it and then it would be our choice whether or not we wanted to replace the system or just put it back together and again hope for the best. But he did not do that. He continued to break the bolts, and therefore it could not be put back onto the unit and we needed a new unit.We felt that we were between a rock and a hard place and it was supposed to start being cold so we told them to replace the unit. And my husband and I decided we would deal with it after we had heat.We felt like from the very beginning that this company has done nothing but try to sell us on a new air conditioning system and a new heating system after we repeatedly said that we were not going to do that we were going to hope for the best, as far as not replacing anything because we were moving.I contacted the company to cancel our monthly charge and to honor the $1400 for the motor and not for the whole system because this was not our fault. But they will not do that.

  Business Response

  Date: 11/07/2023

  Thank you for your response,Ive personally checked into this matter and unfortunately things like this happen and we do our best to help prepare clients with old systems the Risk of performing annual maintenance on such old equipment.In this case the bolts did infact break and as soon as this happened our technician notified the customer,we gave the customer options on how to replace the system and also gave the full 1400$ plus additional money towards replacement. 
  

  Customer Answer

  Date: 11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  The technician continued to break the bolts on our unit. He should have stopped after the first bolt and told my husband so we could decide how we wanted to proceed. But he did not. He continued to break the rest of the bolts, and that's why we needed a new heating system! And when he called his manager, his manager said that he would do the whole heating system for $7000 because he broke the bolts on our unit. He would not have discounted the price of a heating system if he did not realize he was in the wrong! This response is not acceptable! And if we cannot come to a reasonable agreement, I will go to small claims court.
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:09/11/2023

  Type:Order 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.

  Agreed to a 99 dollar service fee that would cover the cost of technician showing up to diagnose my geothermal unit. After diagnosing then repair pricing would be given and confirmation would be needed before work was performed. Technician never discussed repair pricing or got confirmation to proceed and performed repair necessary. After work was performed then the price was revealed.

  Customer Answer

  Date: 09/15/2023

  I have spoke to the company and issue has been resolved. Thank you for your time. 

• Initial Complaint

  Date:08/22/2023

  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.

  We first called them out August 2022 to service the HVAC system, they tried to tell us we were not allowed to use the system due to safety issues, that didn't exist per another professional opinion and tried to pressure us to buy a whole new system. We paid them and they left. One year later we received another charge from them for $155, August 22,2023 and they claim we signed up for a family plan, when we did not, and they do not advertise any type of service plans on their website. They signed us up without our permission. This business has a reputation of doing fraudulent things, and they will not contact us back, after calling multiple times and speaking to someone who says they will call us back.

  Business Response

  Date: 09/08/2023

  This has been handled with the customer 

• Initial Complaint

  Date:08/12/2023

  Type:Order 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.

  Attached is a detailed timeline of the awful experience I had with this company. I can go in depth in person if needed. I believe this was fraudulent and malicious acts from this company. I am un aware if they felt this was okay being I was in a ** **** uniform or not. The company at this point has paid back what I paid them +$40. Due to the length of time I was dragged along I would like to see further action pursued. I have multiple recordings but due to the size of them I am unable to upload them in the findings tab.

  Customer Answer

  Date: 08/14/2023

  Does the BBB need more defined information? To clarify the desire for the BBB to get involved is that the company originally went with pulled a wire causing my system to not work, and only after I got my second opinion did I find out what the previous company did. This was malicious and with the intent to vandalize my system.

  Business Response

  Date: 09/10/2023

  We have settled with the customer and have gone above and beyond and fully resolved all issues,client was fully refunded and even more then he paid.

  This matter has been resolved fairly and in favor of the client 

• Initial Complaint

  Date:06/23/2023

  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.

  Was supposed to have routine maintenance on heat pump on 3/22/23 between 2-5pm. Recieve a call at 4:39pm from tech stating he wont be ablt to make it untill 7-8 pm or I could reschedule which is what I did. Was told someone be in touch to reschedule. A week goes by so I call them to reschedule,and ask for a certain tech because this tech did most of the work at my house and knows what's been done .On April 4, 2 different techs show up, not the one I asked for, come and and do service. Now I get a bill for $ 239.88 saying OVERDUE. Not sure why I'm being billed when they didnt even show up, let alone be on time.

  Business Response

  Date: 07/09/2023

  Unfortunately due to high temperatures and several clients without a working system technician was running behind on his schedule that day, the clients chose to reschedule and we do our best to accommodate special requests when clients ask for certain technicians, unfortunately this specific technician was not available and we sent out another qualified technician to perform a routine maintenance.

  The overdue bill was sent out in error reading (overdue). This was a issue we had with our billing software and it has been addressed.

   

  Customer Answer

  Date: 07/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:03/29/2023

  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 have used this company to service my furnace and decided to use their services for a new furnance installation. The furnance has not workerd since the installation. they have come out repeatedly because it blows cold air. The thermostat has been moved and changed twice and still there is no heat. The house is able to be warmed in the morning and once it reaches that temperature it will no longer come on all day, while cold air blows through the vents all day, causing us to use blankets to stay warm in our home all winter. The lower level of my house which has always been the warmest becam a freezer, and now we cannot go downstairs because cold air blows constantly . Recently their "expert" stated to us after once again attempting to set a temperature and testing to see what will happenthat "my lower level will always be cold" because all furnances blow cool air to cool off. This is the same tech who told me heat rises so that was whta was stopping the thermostat from working during the day. With this installation I also had a humidifier installed to avoid dry heat issue which create health concerns with chronic sinusitis. It has never been used because it had to be turned off because it blew cool air the first day that overrode the heat that was coming out I asked that it be returned and they did not do that. I have had to buy space heaters for every room. I am still making payments on a system that is not functioning properly inspite of all their efforts to make it work I will be unable to use an entire section of my house during cooler weather and they do not see that as an issue. Since they are unable to fix the situation I will need to find another business to remove and replace this equipment and I think the money I have spent should be refunded.

  Business Response

  Date: 04/26/2023

  Thank you for your inquiry. We take customer satisfaction seriously and have done our best to address these concerns. 

  System was installed 1/17/2022. We did have to return to correct some issues but rectified those problems(drain line freezing outside/airflow not set properly/dampers in duct were closed). 

  After correcting these problems, client reported that it did not seem like furnace was heating properly. We retuned 12/12/2022 and 12/20/2022 to make additional airflow adjustments and replaced the thermostat. 

  We returned again 2/2/2023 due to similar complaint. Found no problems with furnace or the operations. Recommended relocating the thermostat due to its proximity to the kitchen. Client declined. 

  3/10/2023 we performed regular scheduled maintenance. Found no problems but client still expressed original complaint. We forced furnace to run in high fire only to attempt to alleviate her concerns. 

  Technician and field supervisor returned 3/27/202 for same complaint. Found no problems and decided to return in the afternoon to see if the problem described would occur by the afternoon. 

  We returned later that afternoon and found no problems. Thermostat was satisfied and furnace showed no faults. Tech left a thermometer with client to measure the air temperature when she noticed cool air. 

  Lastly, I personally went out 4/13/2023 due to same complaint. Client stated that the fan always ran, no heat came from the basement vents, and furnace blows cold air(cant heat home).

  Upon arrival, found thermostat satisfied to client's set point. No faults present on furnace. Fan also was not running. Asked client about this and she said it just shut off when i arrived. At no point did we witness the fan run on its own when heat was not operating. 

  Timed blower and blower came on 90 seconds after furnace fired. Measure 95 degree supply air when fan came on. Asked client how air felt and she said it was cold despite it being 95 degrees. Within a few minutes, supply air was 120. Checked basement vents and had 120 degree air coming from both. Timed blower after burners shut off, fan ran for an additional 90 seconds with 97 degrees in the ducts by the time the fan shut off. 

  As professionals, we have not witnessed or experienced the furnace do any of the things the client described. There are no faults present and thermostat is always satisfied when we arrive.  I did offer to pay another service provider for a second opinion but client declined. Left another thermometer for client and asked for her to send picture of it when it is doing the things she described. Have not heard back. 

  Unfortunately we cannot fix problems that appear to not exist.