Heating and Air Conditioning
One Hour Heating & Air ConditioningComplaints
Customer Complaints Summary
- 9 total complaints in the last 3 years.
- 3 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:04/17/2025
Type:Order IssuesStatus: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.
My home suffered water damage due to One Hour personnel's improperly installing and not securing a condensation drain line when they installed a new air conditioner. The failed drain connection and damage was discovered in February 2025. It has been remediated and repaired. One ************ repaired and secured the drain line connection. However, One Hour failed to respond to my letter to them that included details of the issue and billing them for the cost of remediation and repair. One Hour now claims they "never touched" the drain line when they installed the air conditioner. That claim is absolutely false as the new air conditioning equipment required a changed elevation and footprint from the previous unit, and due to that required the furnace drain line to be connected to the new condensation drain line serving the air conditioner and furnace. This damage to my home never would have happened if One Hour's installers had made a proper and lasting connection of the condensation drain line.Business Response
Date: 04/17/2025
We installed a condenser and cased coil only for Ms. ******* on 2.28.23. At that time, we changed those components of the **** system only. As a rule, we do not touch drain lines unless it is "contracted" to be done. In this case it wasn't. Obviously with the install being two years old, it could not be the cause of the water damage as the damage would have appeared long before 2 years. Since then, we have been back to her house multiple times for:
1. Noise in the system call on 4/29/23 where we flushed her drain line
2. Water coming from the roof on 9/7/23. Flue boot for her system needed to be addressed, she got a roofer to replace rubber boots for her entire roof which she paid for.
3. Maintenance was performed on 2/20/24
4. Maintenance was performed on 9/24/24
5. Maintenance was performed 2/12/25
6. Technician went back for water leak on 2/20/25 and found an old water line connection (one pre-existing to the time we started servicing/installing the unit) had failed. We have pictures of the poor pre-existing connection that caused the leak.
During our installs we do the work that we are contracted to do. In this case, a cased coil in an existing furnace and an outdoor unit. The pre-existing drain line was not part of the work order. Based on this, we told Ms. ******* that this was not part of our workmanship as it was pre-existing and not contracted to be replaced/repaired during the partial install. Similar to the rubber boots she had to replace in 2023. A phone call explaining all of to Ms. ******* was made in response to her letter.
Customer Answer
Date: 04/18/2025
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 given their unwillingness to tell the truth in this matter and to accept responsibility for the damage to my home.
Sincerely,
******* *******Initial Complaint
Date:04/08/2025
Type:Service or Repair IssuesStatus: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.
One Hour Air- Myrtle Beach Service Call: 01/24/2025, heat totally failed. HVAC was installed by them Feb. 9, 2017 and we pay annual maintenace. Because of past business we have been shocked by their complete disregard of an issue caused by their tech installing a wrong thermostat. Problem should have been resolved in days. Complaint: 1/24/2025: After first failed repair, technician returned for additional troubleshooting, only suggestion was to try replacing our thermostat. Price quoted:$739. With no heat we agreed as long as the new thermostat IS SAME MODEL OR EQUIVALENT with INDOOR HUMIDITY functions like old one. We were told it was the same, he installed and heat was on, then he set it at 70 degrees/HOLD for the weekend, said call Monday with any issues. January 27: began to program new unit for our needs and discovered there was NO HUMIDITY FUNCTIONS. No Humidity reading on the display & no Customer setups available like the one we had 8 years. I researched new vs old Models: Old One installed by One Hour Air Feb 9, 2017, is Honeywell TH8321- R1001. New one installed 01/24/2025 is Honeywell TH8320- R1003. Critical difference is the old one has Humidity Controls, the new one does not! My Wife and I are both in our mid to late 70s, have respiratory issues affected by high humidity. Thats why One Hour Air first installed Model TH8321-R1001 with our new HVAC. It was their recommended thermostat to handle our humidity issues. From 01/27 to 01/31 I called for Service three times, politely explained the issue to One Hour Air personnel and asked for a Service Manager to call to discuss installing the correct thermostat. Not one person ever returned any phone calls. Feb 5: I opened a Discover Card Dispute hoping to get their attention. One Hour Air took two months to reply to Discover with no resolution. Our request again is for One Hour Air to remove the incorrect thermostat their Technician installed, and replace it with the model we were told we were getting.Business Response
Date: 04/08/2025
We have contacted the client, and we are going out tomorrow to resolve issue. We are taking another t'stat, if that is what it needs.Customer Answer
Date: 04/09/2025
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:07/28/2023
Type:Service or Repair IssuesStatus: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.
April 3, 2020- New inside and outside unit bought from One Hour Heating and Air. May 2020- Issues with the new system, services provided promptly by the company to fix the issue. Replacement of entire unit upstairs. Signed up for their maintenance program. Stopped the maintenance program when it became a constant fix each time they came. July 3, 2022- ** went out. Service call put in after the holiday weekend on July 5. No appointments available. July 6- ***** came at 11:23 am and determined that a new handler was needed. July 7- part confirmed ordered and appointment scheduled for next day July 8- nobody showed. When I called the office I was told that all of the managers were gone its Friday was said. July 11- voicemail from ***** at 11:19, returned the call at 11:38. ***** informed me that they were on back order from ******* with no time frame on when they will be available since that model was not made any longer. ***** stated that they had 5-6 needing it. July 21- **** came out to do a temporary fix. July 21 evening- 7pm text to ***** that the thermostat was not working. He responded someone will be over first thing. July 26- Text from ***** stating they had several with the same problem. September 14- ***** informed via text that the ** was out again. September 15- ***** responded someone would be out. ** running again that afternoon. February ? - part in, the bypass was removed and new part was put in. July 28- woke up to no ** again, same issue as last year. Have left messages for ***** and ******************* with no call back. Multiple times by technicians and *****, I have been told that this model was having multiple issues for many customers. Friday afternoon in July during a heat wave with a broken ** again.Business Response
Date: 07/31/2023
We have responded to our client and executed several agreements both parties feel will provide the client with immediate relief, and piece of mind moving forward. Thank you
Initial Complaint
Date:07/07/2023
Type:Billing IssuesStatus: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 HEATING AND AIR NOTIFIED REP OF SELLING STV D7 CONDO MULTIPLE TIMES AND WHEN SETVICED **** DOLLAR UNIT PURCHASED SINCE 6 2016 WITH ***** SERVICE CONTRACT PAID PER MONTH. ****** LAWYER AT ******************** RECORDED SOLD CONDO AFTER CLOSING BY 24 MAY HORRY COUNTY TAX RECORDS. ONE HR HVAC CHARGED CC ***** X2 ADDITIONAL 2 MONTHS.NEED ***** REFUNDED TO CC ON FILE. NO RESOLUTION AFTER MULTIPLE CALLS TO MGR *************************** *** ****** IN BILLING "CALL BACK IN 24 HRS" WITH NO CALL BACKS.CONTACT ***************************** ************ OR *************************** ************.THANKS ***Business Response
Date: 07/12/2023
We have looked over this account and have issued the refund requested in the complaint. Please feel free to let us know if there is any other way we can assist you in the future. Our apologies for any inconvenience.
-One Hour Heating and Air Conditioning
Initial Complaint
Date:04/25/2023
Type:Product IssuesStatus: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 had 4 daiken mini splits installed.They haven't worked properly since put in.Had a unit fixed after installing because they broke it then the other 3 have been replaced for not working right and also the outside unit has been replaced.all this within tin less then a year.just had the 4th mini split replacedCustomer Answer
Date: 04/12/2023
Looking for a resolve on these units did nothing but break since day 1 of install 2/22 and last fix was 3/23.So all year nothing but troubleBusiness Response
Date: 05/10/2023
Talked to ****** today. He is very happy with ** and says we have gone above expectations with all issues he has had. His complaint is with the manufacturer of the equipment. He told me he would reach out to the BBB to let them know he is happy with One Hour Heating and Air Conditioning.
Initial Complaint
Date:02/12/2023
Type:Service or Repair IssuesStatus: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.
We purchased our new home on December 9th, 2022. We worked on it daily cleaning, moving and etc.. We moved in permanently on February 1,2023, during all this time our heating and cooling worked fine. On Thursday February 12 the temperature fell, and we could not get it above 68. We called One Hour Heating &Air Conditioning. They sent a tech, *******************, he checked our system and told us it needed replaced. Evap coil is severely rusted. It is crumbling. The condenser coil is severely corroded. It is partially plugged on the backside. There is a refrigerant leak. The system has lost pressure. There is an oil leak. He priced us a new system for $6400.Due to this being a big expense my wife and I decided to get a 2nd opinion. We decided to call someone in the morning. It was cold Thursday night, and our blower ran all night. When we awoke Friday morning it was only 66 in our home.We called the other company, Friday, and they sent a tech out. He arrived around noon. He checked our system and informed us that he had found the thermostat signal cable unplugged on the heat pump. He plugged it in and rechecked system. Told us it was operating properly and he Found no issues with the units. Pressure was good, no signs of leaks, unit was clean and in good operating condition.He did find the problem and repaired it while there. Was a programming error with thermostat.I called One Hour after the other tech left. Was told someone would return my call. Ive called twice since then e-mailed the company twice and chatted with *** their office person. I have received no return correspondence from the company.Business Response
Date: 02/13/2023
We will refund the $127 diagnostic fee. One of our managers reached out to client on 2/7/23 at 1:26 pm and 3:49pm , but message said subscriber unavailable.Customer Answer
Date: 02/13/2023
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,
*******************Customer Answer
Date: 03/17/2023
Complaint: 19389158
I am rejecting this response because: We were waiting for them to send a check. I have not received it.
Sincerely,
*******************Customer Answer
Date: 03/24/2023
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.Received check yesterday 3/23/23. Hopefully it clears. Complaint can be re-closed.
Sincerely,
*******************Initial Complaint
Date:08/18/2022
Type:Service or Repair IssuesStatus: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.
Disabled Veteran.. Service Connected Disability. Also housebound due to stroke and cancer. Age 73. Aug 10,2022 called for service. Was told the part was under warranty and would be ordered. Price quoted for labor. Now Aug 16,2022. Have paid for two service calls. Am still sitting in hot August summer heat. One Hour Air has a different story each call to them. Additionally first service call was some very strong arm tactics to upsell. We canceled a "vapor light" $2700. within hours. Had to contact bank to cancel since THAT they were willing to put in ASAP. I NEED HELP.. TWO SERVICE CALL FEES LATER I AM STILL WITHOUT A DATE OF SERVICE. VERY AFRAID MY ALREADY POOR HEALTH IS BEING EFFECTED.Business Response
Date: 10/31/2022
Business Response /* (1000, 6, 2022/08/22) */ We have reached out and spoken with Mrs. *****. We have repaired the system and it is working correctly. Mrs. ***** requested emailed invoices with proof of her 3-year warranty on all repairs and we sent that out immediately. It is our understanding the client is again satisfied with our company, and we will continue to service their home seasonally. Consumer Response /* (3000, 8, 2022/08/19) */ One Hour returned on Tuesday Aug. 16. Tech said that the part needed to be substituted because our four (4) year old system blower motor was not available. We agreed to this. Tech worked hard to place the part in the housing. We had AC when he left. WITHIN 3 HOURS THE SYSTEM FAILED AGAIN. Called for service and told could not have anyone here until next day. Another night without AC. The next day Aug.17 another Tech arrived. Told us we needed a thermostat at a cost of 330 for the most basic one. Spent 30 minutes here, took the more upgraded thermostat that was working to my knowledge with him and left. We do have AC. I have not received a receipt for either of these days work. I have not received any information on what warranty is attached to these new parts. WE PAID DOUBLE OF WHAT WE WERE QUOTED. Business Response /* (4000, 11, 2022/08/24) */ Upon receiving your response, I checked my email sent box and verified that your email was sent Monday 8/22 at 11:35 am to the email you gave me which also matched the email in our system. However, you have my apologies that this has happened. I have resent the email and it will be coming from ****************@onehourair.com stating your 3 year warranty on all repairs. Thank you for allowing me to handle this as quickly as possible Consumer Response /* (2000, 13, 2022/08/24) */ We have received an email with our receipt and warranty information. Thank you for your assistance.
One Hour Heating & Air Conditioning is BBB Accredited.
This business has committed to upholding the BBB Standards for Trust.
Why choose a BBB Accredited Business?BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.