Complaints

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

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  One Hour Heating & Air Conditioning

  240 Clearfield Ave Ste 306 Virginia Beach, VA 23462-1894

  
• 

  One Hour Heating & Air Conditioning

  701 W Fresh Pond Dr Kill Devil Hills, NC 27948-8524

  

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:04/25/2025

  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.

  Technician came out for routine service by my request. Once complete with service he proceeded to show me pictures of air box located in attic. The entire bottom of box was covered with black biological growing and told us that it is due to moisture in air being absorbed into fiberglass box and this is end result. We would need a UV light to kill it off and prevent it from returning. He then told us that in order to improve air quality in house we needed to install an electronic air scrubber that charges debris and draws it to filter. He then stressed how it is a necessity to install these items to keep my family safe. When questioned about whether this UV light would kill all the organisms growing in the air box he told us yes. The sales pitch was great, how he explained my family was in danger and these items would correct the problem. We agreed based on the information provided and has the work done. The following day my spouse started smelling the ozone that the scrubber was creating and became nautious and got a bad headache. Over the next two days the symptoms got worse. She then talked to an HVAC engineer that informed us that a metal box should have been installed because it is a known problem with fiberglass boxes and ducting absorbing moisture. It is a scam that HVAC companies are doing to induce service calls and additional repair and parts. Additionally, the UV light will not kill all the organisms, only ones on surface, they will remain under surface continuing to grow. Nor did the tech clean any of the growth inside box, he left as is and installed light. As far as scrubber goes, ozone above .05 ppm are banned in California due to health hazard. When company contacted they were extremely unhelpful and even hung up on my spouse twice. When I called to speak to manager I was told she was on lunch break and would return my call. She did not return my call. No further communication at this point but I will continue to attempt to contact manager and owner.

  Business Response

  Date: 04/25/2025

  Spoke with Mr. ******* about his concerns regarding the installation of the air scrubber. The ultimate concern was the level of ozone and the smell that was created was enough to make his wife sick, he is not so susceptible to the smell as he uses ozone to clean his CPAP machine. The other concern was that he felt he was pressured into the air scrubber by scare tactics and making him feel his family would get cancer or deadly illnesses if they did not have an air scrubber in the home. We had a productive conversation about different presentation methods we could take including demonstrations or even more factual based information to support the benefits of these products. His concern with the fiberglass "box" is that it is nearly impossible to clean once things get within the fibers, he explained that he will be going into his attic this week to replace the fiberglass with metal and will be taking pictures of the biological growth to send me in an informational manner. I listened to his concerns and by the end of our conversation we agreed that **** was a fantastic technician and that we could maybe explore different methods of presenting our products. He also shared that **** was an amazing technician and his wife was very pleased with his visit as well. Prior to our conversation, it was already agreed upon to refund the cost of the air scrubber as it is within the 90 day money back guarantee and Mr was pleased after that resolution as well as our conversation today.

  Business Response

  Date: 04/25/2025

  Spoke with Mr. ******* about his concerns regarding the installation of the air scrubber. The ultimate concern was the level of ozone and the smell that was created was enough to make his wife sick, he is not so susceptible to the smell as he uses ozone to clean his CPAP machine. The other concern was that he felt he was pressured into the air scrubber by scare tactics and making him feel his family would get cancer or deadly illnesses if they did not have an air scrubber in the home. We had a productive conversation about different presentation methods we could take including demonstrations or even more factual based information to support the benefits of these products. His concern with the fiberglass "box" is that it is nearly impossible to clean once things get within the fibers, he explained that he will be going into his attic this week to replace the fiberglass with metal and will be taking pictures of the biological growth to send me in an informational manner. I listened to his concerns and by the end of our conversation we agreed that **** was a fantastic technician and that we could maybe explore different methods of presenting our products. He also shared that **** was an amazing technician and his wife was very pleased with his visit as well. Prior to our conversation, it was already agreed upon to refund the cost of the air scrubber as it is within the 90 day money back guarantee and Mr was pleased after that resolution as well as our conversation today.

• Initial Complaint

  Date:07/15/2024

  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.

  Had them install an hvac unit on 6/23/24. Since install, 3 weeks, unit runs 24 hours a day, can't cool the house, we have had service calls from them 4 times in 3 weeks, today was 5th time I called them because it won't come on at all. Unit drips water every where, including onto my ceiling. Unit stopped working Friday, yesterday and again today. They keep saying is a dirty filter, or an air leak in the attic, we fixed it, won't even work for 24 hours now. I don't know for sure what's causing the issues, don't think they do either, but I suspect it wasn't installed correctly. They don't seem to try to fix it, just try to charge me for the service calls. It's literally 3 weeks old, paid over 10k, and in last 3 weeks, been without ac for at least seven days.

  Business Response

  Date: 07/15/2024

  Our goal is to always provide a premier service and experience for our customers and obviously have missed the mark with this customer.  We take pride that when challenges do occur we are always fast to respond and are committed to making things right.  We have already scheduled one of our teammates to arrive today and make sure that all is 100% good when they leave.  

  As always, if any customer has any concern they can always expedite by reaching out to us directly as our goal is always 100% satisfaction.

  Customer Answer

  Date: 07/18/2024

  They did come out on Monday, found the 24 volt transformer bad, they claim they ran it for an hour, and no moisture was formed, they also informed us they had removed my filter, said it was too thick for the system, that we needed a thinner filter. I have ran a hepa filter for the last 4 yrs because my wife has copd, but apparently this new system can't suck through a good filter, I have to use cheap ones. Today the ac stopped again, water dripping every where,, pan is full of water, and I now have bubble in the ceiling under the unit. This is NOT exceptable.

• Initial Complaint

  Date:12/25/2023

  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.

  -date: DEC 19, 2023.
  
  -The business charges a monthly subscription fee of $25 for periodic visits for HVAC maintenance.
  
  -The Business committed to provide an inspection and maintenance assessment on the home owners Heat pump, Furness, and AC equipment.
  
  -During the course of the maintenance visit at the home, the technician was using the outside faucet and broke the faucet which resulted in a sever water leak within the home, leading to sever flooding that has cause damage throughout the home.
  
  -The Business, One Hour Heating & Air Conditioning is Hampton Roads, refuses to take responsibility to resolve the issue with the repair, costs for repair, damages that are a result of the sever water intrusion into the home. The business refuses to provide certificate of insurance for any claim that could be filed with their insurance.
  
  -Water intrusion damages, plumbing damage repairs, and other associated costs from this problem are required to be recovered from this business due to the having used and damaged the faucet that was broken during the maintenance, and that resulted in the water intursion and water damage within the home.

  Business Response

  Date: 12/26/2023

  The *****'s are members of the ******* **** *******, which they reference in their concerns. The membership covers: front of the line service, up to *** discounts for all work performed, and includes precision tune ups and professional cleanings for both the heating and air conditioning at no additional cost. This is $***** a month. Our technician, ******, performed one of the tune ups that is included with the membership on 12/19/23. Part of the 69 point checklist of this  service is cleaning the outdoor coils of the HVAC system. This allow the system to have proper air flow and mitigates risk of breakdown as one of the key components of a tune up. We spray coil cleaner and rinse it off, using the water source on site. This is standard business practice and something that is done during thousands of tune ups throughout the year with no challenge.  We used the home owner's spigot as designed during this process. While our technician was still on site,  a pipe inside of the wall broke. It is always our goal to be fair and equitable, but HVAC equipment is part of the home's structure and does require us interfacing with a variety of aspects of the home such as: water, electricity, flooring, attic access, crawl space access, yards, fences etc... The fact that something happens while we are on site, does not make us negligent or responsible for said challenge. We shared with Mr. ***** that we are not responsible for a burst pipe because we interacted with a spigot as part of routine maintenance. Mr. ***** disagreed. He had a phone conversation with our Operations Manager and did not find that to his satisfaction and hung up on her. During that conversation we agreed to a phone call on Friday to walk through the situation again.  During that conversation we reiterated that we believe the timing of a pipe bursting while we are there is unfortunate, but ****** stepped in and shut off water and worked to be of assistance during the family's difficult time. We outlined issues where things in a home can occur while we are on site- like attic access stairs failing. While we always want to take ownership over any challenges we cause, our presence in the home does not hold us responsible for everything that happens.    We left it with Mr. ***** to contact his home owner's insurance. 

• Initial Complaint

  Date:12/06/2022

  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.

  One Hour Installed my new system on May 12, ***** and reattached a Scrubber filter that is supposed to eliminate dust and germs. I can watch dust settling on my furniture now. I have severe allergies, which does not seem to matter to the company, especially during a pandemic When I complain they charge me another **** to tell me the system is "FINE" I wish I had never met these people, particularly when I am battling dust on carpet, blinds, drapes, etc.

  Business Response

  Date: 12/13/2022

  12/12/22 Left message to address  BBB concern- Jenni ******** ******* **** ********

  We will need to discuss Mrs. expectations vs. what the product is delivering. This air cleaning system was installed 4.5 years ago and is outside of the 90 day money back guarantee, but we look forward to trouble shooting and coming up with solutions in our conversation. While the air cleaner is designed to improve air quality we need to ensure there are realistic expectations for dust in the home.

   

  We stand by ready, willing, and able to assist in any way please give us a call!

  Business Response

  Date: 12/28/2022

  This seems to be getting nowhere.  if you refuse to even get on a phone call to discuss the situation, then we are simply at an impasse.

   

  We wish you well and stand by willing to discuss this with you whenever you decide that you are ready.

  Customer Answer

  Date: 12/28/2022

  
  
  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,
  
  
  
  Genie *******

• Initial Complaint

  Date:09/14/2022

  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.

  Before pointing out the gross business practices of the owners and managers of One Hour Comfort, I want to ensure that I give credit and confidence to the service technicians who installed and serviced my HVAC system. 100% courteous, professional, and efficient.
  
  The managers and owners of this company are 100% irreputable. Last week I spent $17,500 on a new HVAC system for my home. I was assured that it was completely covered by warranties, etc. That was a total misrepresentation. 4 days after the installation the system completely failed. They sent a tech to fix it. It failed again. During my second call to have service come out to fix it, I was informed that I may be responsible to pay for portions of the warranty that was not covered. Again, it was installed 4 days prior - complete end-to-end HVAC system for $17,500. As I suspected, the company was attempting to scam me out of more money and when the technician arrived this time, I was told to get my brand-new system operating again, it would cost $183. They do not guarantee or warranty their work and I suspect that the system will fail again soon, and they will just keep trying to charge me each time they come out - again for a BRAND NEW SYSTEM!

  Business Response

  Date: 11/09/2022

  Business Response /* (1000, 5, 2022/09/16) */
  Hello,
  I would love the opportunity to address this issue with the customer and come up with a solution. I am waiting to hear back from Mr. ******, but will attempt to reach him again today.
  
  The repair that we made was to an existing emergency cut off switch in his home and not to the mechanical equipment that was just installed. There is a full parts and labor warranty on all mechanical equipment that was installed, and we will always honor that warranty. We are in no way scamming people or ripping anyone off, we always do what is fair.
  
  While the component that required attention is not a part of the new system, but rather a part of the home, I do still feel we can come to a resolution. I am happy to speak to Mr. ****** at his earliest convenience. I have offered correspondence via both phone and email to attempt to respect his preference.

• Initial Complaint

  Date:09/04/2022

  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.

  Purchased new HVAC April 19,2021 with 10 year part and 1 year labor warranty. Four days after purchase (April 23. 2021) unit didn't work. Technician came to my home and modified unit by cutting off origianl equipment drain line stating it he found drain line improperly pitched so he removed a double p-trap and pressed onto the drain line and created a crack in the drain pan (why didn't installers do this?) May 2021 unit began to make a loud whistling noise, tech came out and found tape on reutrn plenum due to condensation. November 2021 unit didn't work, tech came out and replaced heater kit and popped a fuse while doing so (this is a new unit and he had to replace a heater kit?) February 2022 tech came out for regular maintenance and said unit was working fine and recommended a corrosion inhibitor, pan treatment and coil scrubber for about an additional ******* I did not take the offer. March 2022 unit failed again, this time tech restripped and tightened volt connectors at aw disconnect and replaced go amp fuse (why why why?) August 2022 (after unit began to leak water from the broken drain pan) tech came out and remodified orginal drain line and readded original drain setup he stated p-trap and e-z trap was taken out after the original install, he then stated that my cost to repair the cracked drain pan would be ******* and the labor warranty had expired. They created all the issues with the new unit. I called the manager and wanted to speak with the owner of this company, he refused and actually accused me of dropping something on the unit and broke the drain pan. I refused to allow the repair and do not want these people on my property. I want them to fix the drain pain and I will find another company to keep up the maintenance.

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We went out to the home for a service call (8/21/22) and found the primary pan was cracked, thus causing a condensation leak. We had not been out to house since 3/24/22, at which time it was not cracked. I explained to the home owner that if it was cracked during any of our previous visits it would have leaked prior to the 8/21 visit, which he agreed with. He responded by saying the system is new and he should not have to pay for anything. I then explained to him that he purchased 1 year labor at the time of the install and that was his choice, which again he agreed with and understands that it ran out on 4/21/22. He does have a 10 year parts warranty, which is in effect, as he was quoted accordingly, but declined to have the work performed as he insists that he shouldn't have to pay anything even though the labor warranty expired. I followed up with another phone call on 9/8/22, but no answer, so I left a message to have the homeowner call us back.
  
  
  Consumer Response /* (3000, 7, 2022/09/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Even though a 3/24/22 visit didn't reveal a crack in the primary pan doesn't mean it wasn't present, again the company performed all maintenance (up to five different techs) on the system since installation and cut and reinstalled original equipment, replaced heaters which stressed or broke the pan. I am not in agreement with that the system would have leaked during any of the 5 or 6 visits. I should not have to pay ******* for a ****** hvac basically a year old and the company has worked on it 5 or 6 times. The phone call on 9/8/22 was only because I contacted the BBB, hadn't heard from them since August 26th. I am a 26 year US Navy veteran and currently a full time school teacher so when company called I was in class and not a good conversation anyway with someone ripping off good citizens. This is the kind of situation where the media should be informed, shouldn't be able to treat customers in such a irresponsible method. Even had the company asking me to take pictures of a unit they installed to see how to changeout the leaking drain pan that they caused. Not a good look and I plan to spread the word throughout my community. WATCH OUT FOR THIS ONE HOUR COMPANY. Now I have to look for a responsible company to fix their problem and purchase a warranty that protects me from someone else which costs ********
  
  
  Consumer Response /* (2000, 10, 2022/09/12) */
  HVAC unit repaired by 9/11/2022. they were very responsive and fixed the issue to my satisfaction, manager visited my home to make sure the repair could be done, technician was outstanding. Company stood by their word and I am extremely satisfied with the service. Thank You.