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Elmer’s One Hour Air Conditioning

Phone: (210) 782-8550 Fax: (210) 590-3054 9710 N Ih 35, San Antonio, TX 78233 http://www.onehourairsanantonio.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Elmer’s One Hour Air Conditioning meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that affect the rating for Elmer’s One Hour Air Conditioning include:

  • 32 complaint(s) filed against business
  • Length of time business has been operating
  • Response to 32 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

32 complaints closed with BBB in last 3 years | 15 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 5
Delivery Issues 0
Guarantee/Warranty Issues 4
Problems with Product/Service 17
Total Closed Complaints 32

Customer Reviews Summary Read customer reviews

17 Customer Reviews on Elmer’s One Hour Air Conditioning
Customer Experience Total Customer Reviews
Positive Experience 9
Neutral Experience 1
Negative Experience 7
Total Customer Reviews 17

Additional Information

BBB file opened: July 01, 2000 Business started: 07/09/1999 in TX Business started locally: 07/09/1999 Business incorporated 07/31/2009 in TX
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Texas Department of Licensing & Regulation
920 Colorado St, Austin TX 78701
Phone Number: (800) 803-9202
customerservice@license.state.tx.us

Type of Entity

Corporation

Business Management
Mr. Elmer Zubiate, Owner Ms. Rocio Aguirre, Office Manager Ms. KeeAnn DeVora, (Former) Mr. Lorenzo Frias, Manager Mr. Mark Mcgoon, Operations Manager
Contact Information
Customer Contact: Mr. Mark Mcgoon, Operations Manager
Principal: Mr. Elmer Zubiate, Owner
Business Category

Air Conditioning Contractors & Systems Heating Contractors Water Heaters - Repairing Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Air Quality Service Air Conditioning Equipment - Room Units Air Conditioning Repair Air Conditioning Systems - Cleaning Heating Equipment & Systems Cleaning & Repair

Alternate Business Names
Elmer's One Hour On Time Elmer Plmbing Zubie Air Inc.
Industry Tips
Air conditioning repair tips Tips for hiring a contractor

Customer Review Rating plus BBB Rating Summary

Elmer’s One Hour Air Conditioning has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of B.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 9710 N Ih 35

    San Antonio, TX 78233 (210) 782-8550

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

9/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I am writing this complaint for my 95 year old father. His address is at *** ********** *** ******** *** *****. The work was done at his house and the complaint is because the work they performed did not solve the problem. They billed for the whole job and the billing was not authorized. They will not call back and do not show up to fix the problem when they say. This has been going on since 06-17-19. Last time they didn't show up was 09-07-16. I have documentation of what they have said. When I called and said and when they said they would call and or show up but didn't. I have not gone to work several days waiting for them to show up at my fathers house but they never showed up. I call asking where they are and they say that they are on the way or at the warehouse picking up parts and then heading that way. But don't show up. Have asked 4 times to speak to the owner and left my number but they do not call back.

Desired Settlement: I want my money back. Nothing has changed at my fathers house. The AC problem has not been resolved and they say they are on time or no charge.

Business Response: We have tried numerous times to contact the customer to address the issues. The process was started with the father, and the son has become involved. We would be glad to refund after the removal of the coil that was installed, or we can come finish the job and discount the job for the inconvenience. We never added cost for the extra duct that the customer requested we put in, but will be glad to finish and still discount. 

Consumer Response: Complaint: ********

I am rejecting this response because: I am the one they have always doing business with.  Yes they can come and take the unit they installed, but they have to put ours back.  The made an unauthorized charge to my credit card.  Have them show where I signed for the second half of the bill.  If they want to come and finish the job, I want them to credit me the money they charged without my authorization.  Then they can come and finish the job.  And if they fix the problem, then I will pay them.  What they did, did not solve anything.  Nothing has changed other than them taking my money, and them not calling me back.  They only called me when I told them that I was going to call the BBB.  This was after at least 3 times that they didn't even show up to do the work they promised.  See my attached documentation.  They even wrote on the invoice that I am not paying until they send a senior tech.  And they have never showed up.

Regards,

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

Business Response: I encourage all parties to make sure they truly look at the first page you submitted of invoices and the second before we go further. You stated we have only dealt with you, Then you know that is your signature on both the install invoice and the sales invoice which shows initials of yours next to the decline of all duct work and only to replace the coil that was needing to be replaced. You then called in frustrated this did not satisfy you cooling wants for your father, we get that. But, you did decline ductwork options. We agreed to temporarily try adding ducts to the kitchen and dinning without any additional charge for appreciation and admiration for your father. We do value him as a customer and over money, or we would have charged you for this. We also ordered and paid for metal duct fabrication to make that permanent modification, but since another company does the fabrication and the time had been a extended you called upset and told us to stop messing with your father's home. We came and met with you and agreed once again at no cost to assist your father, not you, by lowering the ceiling and adding ducts. The job was delayed because the carpenter who promised to call and  set up with you went to emergency back surgery. We called but you refuse to answer. Being angry for something you did not pay for and was not part of your contracted sales is odd, but we understand because it is a parent. We have at no time dodged you, avoided you, or have not agreed to do the work at no charge to you. We have have technically fulfilled our obligation for your purchase you agreed to. You are more than welcome to contact the news and air false claims, but I don't think that is the best way to achieve the final results for free work. Please look clearly at your initials and invoice wording on all invoices. We will be glad to honor all warranty, and agreed upon work if you call and retract any negative claims you have made about the company. We will be glad to show channel 12 you signatures, and agreement that we satisfied our agreement.

9/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I contracted with Elmer's for 2 jobs. The plumbing job was completed with minimal issues. However we used elmer to replace an air conditioner 3.5 ton condenser and coil replacement. At the time the salesperson stated the existing furnace unit did not need to be replaced. The install was completed on 6/4/16. The system has to date not cooled effectively. Calls to the office for service rarely result in an appointment for service. We have made numerous calls and requested to speak with supervisors who apparently do not exist since none have called when requested. Appointments are constantly reset by them due to staffing and coordination issues. I have voicemails with confirmations of appointments that never occur just to be told that I got the dates wrong. When confronted with the voicemails they explain they are just too busy. We have had 3 or so visits that did not result in resolution. The final visit on 7/20 resulted in the recommendation to replace the furnace to get the home to cool. I have had it replaced with another company since Elmers service and follow up is practically non existent. The house is still not cooling properly. The temperature in Texas is 100 degrees and my home is not cooling sufficiently. Elmer's owners and supervisors should be ashamed of their business's lack of professionalism (phone triage team, supervisors (all team who came to the home were professional)), follow up and obviously irresponsible growth. They do not service what they install timely or care to follow up. I have to constantly call and demand service. Shameful.

Desired Settlement: I would like this system to be removed and money refunded so I can go to another company to get it installed properly and get sufficient cooling. Since Elmer obviously has issues servicing their equipment and honoring their warranties. If they could resolve the issue and ensure service in the future was timely I would be satisfied but I am skeptical.

Business Response: We have a dedicated person for customer service who has been made aware of your request. If you call the office and ask for *******, she will assist you in correcting the matter. If another company has been hired to get involved, warranties and refunds will be effected. replacing parts to a system rather than the whole does not alway yield expected results based on match ups, technology, and performance requirements. Please contact *******, and she will make sure all things will be considered.

8/30/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wouldnt know where to start our most recent problem is an emergency situation our central air was completely out..called in on Friday night they were suppose to have a tech out here by midnight no one showed ... We called the next day they sent a tech around 10 who said pur blower motor and relay switch was out...again we called over 20 times talked to a ******* or a ****** who said she would get back to us explained the dier situation she never called back said they didn't have the parts but she would follow thru and let us know.. we got nothing so we kept calling she informed us she emailed ******* and ***** still nothing saturday passed then sunday. Still nothing.. We called in in monday morning finally got a hold of ***** he said he had no notes on our problem after all the crap we were going thru no communication.. He tells me he would do everything in his wer to help us lall he could do was remove $75 dollars from the 299 labor cost and tell us we had to wait another day... Mind u me and my wife bought two stand up acs for over 600 dollars cause our kids can handle the heat in the house on top of that one has asthma... Whch i fidnt mention to these people cause really does it matter when they havent gotten it right since the beginning.. Funally the tech ***** said was a "senior tech" showed up only to tell us he didnt have the part and wed have to wait another day.. So here we are 5 days after an emergency call and nothing has been taking care of.. All we want is for this ac to get fixed correctly so we can be comfortable weve been out of srtvices going on 5 days.. We would also like to be compinsated if the people working had there stuff together they will uld not have allowed for thiis to go on so long especially in an emergency situation like this.. The sad part is there ver non chaulant as if hey its not hspprning to me so who cares and its been like this since we got your setvices.. Tech After tech rmployee after employee just giving us the run around,.. We paid twice as much as we should have paid for the initial installation and its been headaches since... Please help us

Desired Settlement: I want this fixed asap and i feel after all the hell weve been put thru we shouldnt have to pay the labor as weve spent money we dont have to buy stuff to keep us semi comfortable till this ac is fixed...

Business Response: Mr ***** has a 10 year parts warranty through the manufacturer. He did have a three year labor warranty that expired. The technician was correct in quoting labor to install parts, furthermore the one of the two parts is on backorder by the manufacturer. This is out of our control. We will be glad to cancel order of parts and refund entire moneys, and customer can go somewhere else to obtain warranty service. Speaking with the customer each day is communication, and we are sorry it not what they want hear. But, that is out of our control. 

8/15/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We been with Elmer through all their changes of names and transitions. We been with this company for almost over 8 years and in the beginning their service was unbeatable, now it no longer stand outs from other companies. My issue is we purchased a brand new unit 5 years ago, 10 year warranty. We upgraded to not have any worries of breaking down and being out in the heat especially here in San Antonio, Texas. After the second year it started to act up, where things need to be repaired or replaced. We are left in a discomfort for days until someone can come by to look at the unit or if part needs to be ordered. If we want them to come outside their time, we will get charged a fee. This is a very inconvenience and worry about this every summer and wondering when my unit will stop running and find places for my children to stay so they will not be uncomfortable in the heat with my husband and I.

Desired Settlement: I will like the company to replace my whole Unit. I purchased a new unit and with the constant inconvenience, I feel this will be the best solution. My record will speak for itself with the constant repairs every year.

Business Response: We are very sorry to hear the customer is experiencing difficulty and disappointment. We do not manufacturer equipment, but we do warranty them. The majority of the companies use manufactured parts for all equipment manufacturers. This is why we warranty the units, because it is the only control we have. Our company would be glad to speak with you and meet with you to address your concerns. I can tell you we will not refund entire purchases five years later. We have no control of the intensity or consistency the users have, furthermore most customer fail to truly maintain units which lead to the breakdowns. We are dedicated to honoring our warranty and providing quality customer service. If you call our office and speak with *******, she is our dedicated team member for customer service. She work hand and hand with the Service Manager and Owner on addressing customer concerns and satisfaction.

8/8/2016 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: We purchased a brand new ac unit from this company about 2 years ago. Last night which was Saturday July 9th our ac quit blowing cold air. My husband immediately called the 24/7 emergency number to have a tech come out considering we have 2 people in our household with Asthma. We spoke with ******* who seemed unconcerned and she told us no one was available to come out to fix the issue. My husband began to question their 100% guarantee and then ******* said "maybe" someone could come out today which is Sunday July 10th. This would be our second emergency service call since purchasing this brand new unit. They "say" they will do the job right the first time around but this statement is false and misleading. With the amount of money we spent on this new ac unit we should not be 2 years down the road with issues. This company is absolutely horrible!!!!!!

Desired Settlement: My desired outcome is that this company pay me for half of what I paid for this new unit. There is no reason for a family to suffer like this because a company like One Hour has horrible customer service. There's never anyone reliable to speak to and when you do get someone on the phone they are rude and inconsiderate. Living in San Antonio where temperatures have gotten well above 109 I should not have to wait to get emergency service. This is unacceptable........

Business Response: We are very sorry for any inconvenience. Our service manager would more than willing to speak with them or come and meet them. Our company does have someone answer the phone 24/7, but during cooling season when temperatures increase the demand in call volume we do not always have the ability to send techs immediately. We did respond with 24 hours during both situations. We honor all warranties promised, but we do not manufacturer the parts that are used in the equipment. We replaced a capacitor that went bad, and man things can cause this from damage from storms, to extended continuous, etc. If the customer would like to resolve the situation we will gladly send the service manager to come and talk to them. We are not going to refund half of the purchase price, but there are many other services we would consider to show are gratitude and express our understanding. Since this happened, we have terminated the CSR that answered the phone for not providing more friendly and informative service, and since have started a program to educate our staff and provide better customer service when consumers call.

8/3/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Air Conditioning service was promised on July 18, 2016. Technician never called. Technician never showed up. I feel as though since I did not want to renew my membership with this company, they did not have the technician service my air conditioner. This service was on the schedule and was confirmed on July 15, 2016 Also, I was recently overcharged on July 13, 2016 by $163. I have not received the refund as promised because I was told that it would take up to 5 business days.

Desired Settlement: I still need my air conditioner serviced as promised. The refund has already been discussed, but if I do not receive my refund as promised I will be filing another complaint.

Business Response: I see the notes in the system on the agreed upon credit to the customers. I will check with accounting to assure this is handled, also we would be glad to arrange a service of the unit. I see in the notes that the maintenance was canceled on Friday and 7/15 from being upset with service. We did call and confirm as well as trying to call and send technicians. notes state no answer and left voicemail. I know we would be glad to make it right. If the customer would like to call and ask for Jessica, she has been delegated to assist in all customer service issues. She can set her up, make sure we keep the schedule. We do often have to rearrange schedules during the peak summer months if maintenances are not done during the spring or fall. The demand for units not cooling in our climate is more than the industry can bare causing a shortage techs, time, and ability navigate throughout the day without difficulty in meeting time frames or communication needs. We deeply apologize, and will gladly strive to earn the customers trust again.

7/15/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called for an estimate on repairs to my home AC unit, was placed on hold several times lasting longer than 30mins. Upon speaking with a representative, I received a price for service. I informed her that I was looking for an estimate which according to the companies ad should have been free. The representative was extremely rude and hung up the phone on me.

Desired Settlement: Better customer service and removal of advertising

Business Response: We would be glad to assist, I have checked all phone lines, and no call has lasted longer than 14 minutes. That recording was not the person listed upon this complaint. All lines are recorded for his exact reason. If she has a name or specific time and date that I can isolate. I will get to the bottom of this. We would be glad to provide her with a free estimate. Our commercials are accurate, and we would like to address such a person that has represented things so poorly. Please call our office and ask for *******, she is our team leader for customer service and she will gladly make this right.

7/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was a member of the On Time Elmer who charges you $19.95 per month in order to get the discounts when an issue has come up. This is a scam, they don't give you competitive pricing to compare so they increase their pricing then tell you they give you a discount to lower the price of the item but in essence it's a regular rate or book price as some would discribe it. I cancelled my subscription back in June of 2015. In April of 2016 I get a monthly charge on my credit card after I had cancelled it back in 2015. This was charged in April 1st I didn't get my credit card statement till May 1st. I kindly and with patience called them to get this resolved they told me they would. I called again June 6th they forgot to mail me a check for the $19.95 fee. they said they would have it mailed in 10 days. each time I call I'm on hold for at least 8-10 minutes. this is a waist of my time and money. Each time the receptionist will not let me speak to a manager in the accounting office. "they're in a meeting" they went out to lunch, no one is here to answer your call??? to me they are not wanting to handle this situation in a professional manger. I urge everyone not to use these people nor sign up for their membership it's just a scam. they are price gouching their customers and probably taking advantage of those that don't know. To this day June 28th I still don't have my money that they charged after my account was closed.

Business Response: Mr. ********* came into our office the same day this complaint was provided to us. He was given proof from our bank account of a reversal back to his credit card the month previous when he called the first time. His accusation are not correct about not providing a check as well as his claims of rigging pricing. He was shown a copy of our franchise invoices that have always been used for each service call. All invoices from service to installations show our five level pricing which provides retail and club memberships. We have copies of these invoices with his and former wife's signature showing he was provided the pricing in an upfront manner. He comments are slanderous, and we will move forward if these comments are not removed since he was shown in person that his comments were slanderous. We reserve the right for legal reasons to hold onto the signed copies since Mr. ********* could not produce those at the time of our meeting and stated he did not remember what he signed.

6/13/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On May 28, 2016 I scheduled air conditioning service. It was promised for between 9am and 11am May 29, 2016. I called to report no service at 11:10 am. I was told that that their service tech. was at an emergency call due to the bad weather and did not know when I would get my service, but they could keep me informed. I questioned why I had not already been informed. I further more questioned, since my service was scheduled before the weather and with both services not working and thus an both an 'emergency' why I would not get first call first service. Time after time I was getting a poor response to my questions. I became agitated and began to repeat my questions in a raised (not yelling) voice. Time after time the service representative wished to spend her time lecturing me on my tone of voice rather than simply answering my questions. Finally, after repeated questioning, more agitation, and increased volume on my part it was made clear, that they had club members that pay a fee to have emergency service. When, I questioned her that it was about paying money she disagreed. At this point it took me much cajoling and yes much (yelling now) to get her to stop lecturing me and to l let me speak to some one else. I was finally told some one would call me back. I was soon called back at which time I had to explain the whole sorted affair. Once, I had explained the lies, half truths and lecturing by their customer service rep. my integrity was questioned with a flippant comment by the new person on the line. When I expressed my displeasure the new rep. terminated my appointment without my consent. I looked for a national number to call to further express my displeasure but was routed back to the original person I spoke to. She offered no resolution to my dilemma, refused to answer simple direct questions, and then dropped my call.

Desired Settlement: Direct contact by the highest ranking employee at this organization for a direct and respectful conversation. I wish that no one in the future be treated as poorly as I was.

Business Response: I want to start by saying this person will never be welcome to call our company. The owner would like him to meet with us here at our office to see if he speaks to us the same way he speaks to women over the phone. We have him voice recorded, and would be glad to play for you. He was canceled for cursing and yelling at the young lady trying to assist him on the phone. she is not responsible for how our company operates, and should never have a person speak to her this way. She explained to him that we have club members that are part of company along with warranty customers that come first. He did not do this just once, but twice. The young lady responsible for missing the communication tried to call and make things right. We did make a mistake struggling with communication after the large storm that transpired before his scheduled time. He did not state on recorded line that his unit did not work, but his drain line was clogged. Not every customer has a safety switch. There is only one resolution. He needs never call back.  We definitely do not want his business. I will be glad if he calls corporate so they can here how pathetic he speaks to women. It is air conditioning season, and we are slammed with calls much like his. we do not operate in dishonest approaches, and yes we make mistakes. None that warranty his communication style with women on the phone.

Consumer Response: Complaint: ********

I am rejecting this response because: I think it is very obvious from the businesses response in the form of a threat and a highly editorialized account of the phone conversations how this company chooses to conduct itself. I would love to talk to corporate if this is possible (the 800 number routs you back to the local contact. It would be great to have the recording played to show how many times my direct questions were not answered and how many times I was lectured to. I deal with disgruntled customers albeit rarely where I work. We are instructed to listen no matter how long or how upset the customer is and never ever lecture or call into question their integrity. We also know to immediately kick anyone who is unsatisfied to someone above our authority. The company I work for has a perfect record with the BBB and is a huge local company that also deals with home owners.

Regards,

****** *****

Business Response: Have the customer come into the office and we will play the recording for him and give our direct account of cursing at women because a female answering phones on call is struggling to answer for a department she does not control. One Hour is a available online and part of a national franchise. He can find what he wants. We did not service nor will we ever. We know exactly what he said and how he said on the recorded line by calcap. We will be glad to play that for BBB so they can see how a man lecturing people on how to behave, exploided with rage on the phone cursing at young women who asked several time to calm down. We really don't care about a person like his opinion, and would never want such a person as a client. He can take his business elsewhere. Any post that are damaging about this company will be met with legal representation and tortes filed against him for harassment. He is not a client, has not ever been client. Once again, corporate sells the very club memberships he complaining about not being services in front of, so he needs to move on.

5/24/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A TANK LESS WATER SYSTEM WAS INSTALLED THE COST WAS $8902 PLUS A FLOW TEC AT $1750 FOR A TOTAL OF $10652. I WAS OVERCHARGED FOR A PRODUCT THAT DOES NOT LIVE UP TO ITS EXPECTATIONS . IT TAKES OVER 5 MINUTES FOR HOT WATER TO COME INTO THE HOUSE. I AM WASTING WATER AND THIS WILL EVENTUALLY SHOW UP ON MY WATER BILL. I DID COMPLAIN TO THE OFFICE SECRETARY, MISS *****. I VENTED AND TOLD HER I FELT LIKE NOT ONLY DID I OVER PAY FOR THE SYSTEM. IT DOES NOT WORK EFFICIENTLY. WHEN ASKED IF SHE WOULD AGREE THAT I HAVE A VALID COMPLAINT SHE SAID SHE WOULD LET HER SUPERVISOR KNOW. I HAVE YET TO HEAR FROM THEM. THEY ALSO FAILED TO ISSUE A REPORT WHEN THEY INSPECTED THE AREA WHERE THE WATER HEATER WAS LOCATED TO SUBMIT TO MY INSURANCE FOR POSSIBLE CLAIM. I CONTINUE TO HASEL WITH NO HOT WATER FOR OVER 5 MINUTES. AND SOMETIMES WHEN IT DOES WARM OUT . IT WILL THEN GO TO COOL WATER WHILE YOU ARE IN THE SHOWER. NEEDLESS TO SAY THIS IS NOT A GOOD PRODUCT

Desired Settlement: I WANT THE TANK LESS WATER SYSTEM REMOVED AND A REGULAR WATER HEATER INSTALLED. THEY KEEP TELLING ME THAT IT TAKES A WHILE FOR THE HOT WATER TO REACH THE HOUSE. ONE OF THE EMPLOYEES WHO INITIALLY INSTALLED THE SYSTEM STATED THAT AN EXTRA APPARATUS COULD KEEP HOT WATER READY TO FLOW AT ALL TIMES. THIS WAS NEVER MENTIONED AT THE TIME OF THE PROPOSAL. I ALSO WANT MY BILL RE-NEGOTIATED TO REFLECT THE AMOUNT OF MONEY TO BE PAID BACK

Business Response: We met today with Ms. ******, and we have come up with a plan to solve the functioning of her unit. She needs a return line and to address her volume issues. We have agreed to do this. We will continue to work with Ms. ****** to address her concerns and make sure the unit is performing correctly.

5/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Dealer quoted a job which was cancelled the next day. It took them over 15 days to respond with our money, then $1000 was deducted. Several calls were placed without any response to the cancellation of the order and to return our check. During the inspection I asked directly if there was any other possible correction that could be done to fix the issue and provided a suggestion. I was told there was no other way to correct it and they wanted to start the job. I found out that there was other ways to correct it that did not require digging up my foundation so the order was cancelled. When I called yesterday I was told there were expecting my call and proceed to call another person. I said, NO, they can call me. This is not good customer service and to hold back money when nothing has been done and within 24 hrs with incorrect detail provided to me is wrong. My home computer is down right now and it is unknown how long to repai it.

Desired Settlement: Return my $1000

Business Response: There were expenses to the job. We came out and ran cameras and did diagnostics to locate breaks and bellies within the lines. Each company may have opinions of repairs, but Mr. ***** did not call or share those concerns. We deployed a team of companies to mobilize and look at job. We met at Mr ****** home to plan the access holes, the level of rock that would need excavation, and the sewer line that would need to be excavated to make sure this never happened again. I know Mr ***** feels nothing was done, but from the time he committed there was a team of people in our office that called locates, coordinated the vendors for materials and subcontractors that would be involved. They spoke with Mr. ***** on the phone and made these various arrangements. He has every right to change his mind, but to assume that nothing was done or no charges would apply is not accurate. Mr *****'* refund will be 4000.00 of the original 5000.00, and we reserve the right to charge the 1000.00 dollars to pay the time charged to us by our excavation sub for driving to Spring Branch from San Antonio and meeting at the job, as well as to pay our people for the time involved over a two day period. Mr ***** did not actually cancel until the following Monday, he just kept delaying the job while he shopped rather than cancel. Which kept our team trying to schedule and plan to return and start work for two day over the weekend. We are very sorry for the delay in refunding, but we did need to address and figure out the expenses we incurred and our subcontractors expenses.

Consumer Response:

Complaint: ********

I am rejecting this response because: We did pay the $89 charge to run a camera through the field.  *** (the plumber) said he wanted to bring his boss in to review this first and suggested he bring him the next day.  When he showed up and spoke to us and ***, his boss wanted to run another camera completely through again.  Nothing was ever mentioned about additional cost.  He also brought people from ****, which again I did not know they were coming.  They reviewed what to dig up for Elmer. At this point no contract was presented, so why do I assume a charge for something I did not know was coming or authorize?

 

I had also asked directly if there was any other option for the repair.  A straight forward NO reply was provided.  I was very concerned about digging 5 complete 3 feet by 5 feet holes around my entire foundation and what damage it could cause later.  This was my only option per Elmer.  They really wanted to move quickly on this job, yet once again, I never knew all these additional people were coming nor that there would be a charge for this.  At this point he drew up the service agreement which we signed.

 

As for the cancellation, I called on Sunday 4/10/16 to both Elmer and **** to cancel the job and left messages on their service.  A follow up call was made again Monday morning 4/11/16 as well.  This was before they deposited our initial check.  No, I never shopped the job.  I did however speak to my brother (an engineer) who told me there were other options that would be better suited for this type of job that did not involve so much stress on my foundation.  This is why the job was cancelled so I could review this.  Now this all happened during off hours for any and all companies and for someone to keep 25% of my deposit is uncalled for and excessive.  What if I only gave them a $50 deposit?  Even then 25%, is high with out ever covering this with the customer up front, which they never did.

Regards,

**** *****

Business Response: We are rejecting this response based on the fact that he agreed to price of 55000.00 dollars for the repair, and he gave a 5000.00 repair. Mr. ***** had every right since this has been going on for some time to have his brother address the issue and diagnose for him, but he called us. He know their would be people involved because they explained the process and collected the deposit. They called and scheduled with Mr. ***** on Friday morning, explaining who all would be coming out to prepare for the job. Canceling the job on Sunday do to buyers remorse does not mean we should eat 1000.00 dollars worth of people mobilizing, meeting and coordinating. The moment he chose to move forward the 89.00 drain special was no longer valid, and the money being held was for all the people involved that were not on site and the subcontractors that are not present for the drain special.  Mr ***** has already acknowledged in his response that he signed a service agreement with our team on the original Thursday evening of the discovery and presentation of options.

Consumer Response:

Complaint: ********

I am rejecting this response because:

Once again there is a major disconnect in the events and how they came about.  We feel that the overall customer service has been compromised and misleading to the extent leading to Elmer holding back $1000 for an estimate.  Let me run through it once again.
Our initial call was placed based on the fact that over many years we continued to have back ups where as we had numerous plumbing companies review and they could not find any reason for it.  We recently changed toilets thinking that maybe they were the issue. Elmer Plumbing was advertising on WOAI for an $89 camera inspection to see exactly what the causal may be.  We contacted them as a last resort.  *** (Elmer Plumber) came out and ran a camera.  He found a separation in the line close to the clean out.  Not wanting to provide a possible fix at this point he wanted to have his supervisor come back to take a look first.  We accepted request and paid his $89 "inspection" fee.
***'s boss was unsure of the findings as asked *** to run the camera again so he could see for himself.  This is where the issue starts. Turns out *** did not do a complete job.  His boss asked if he ran the camera to the other end of the house as well.  The answer was NO.  Shouldn't this have been completed on the initial $89 inspection as it was an incomplete job.  Either way when the inspection was done properly this time he found another separation and dip in the line which again was totally missed on the initial incomplete inspection.
I asked if there were any other options such as putting in a "filler" or resin into the cracks.  An immediate "NO" answer was provided.
Again an estimate was not able to be provided as Elmer's people were not  qualified to do so at this point as they needed to have someone else review this as well.  The next day **** (an outside contractor) who I guess works with Elmer  came back to review the job as well.  I should point out that there has not been any mention of cost to us for this inspection, or estimate of job to this point.  **** wanted to dig 5 holes @ 3 feet wide by 5 feet deep (which would allow a worker to stand up under the house foundation) so they could "break" open the concrete and cut the rebar to gain access to the plumbing.  Once again I asked if there could be any other option like a crack filler, etc.  Again as resounding  "NO" answer was given.
An estimate was written up with Elmer stating it needed to be completed as should the line wash out the foundation below the surface we could have even more issues.  They wanted to start first thing Monday morning ( this was now Friday late afternoon) and as the stated they do not work after 5pm or on weekends and with no overtime as well.  
We signed the contact and provided a $5000 deposit. At no time did Elmer state there was a cost to provide an estimate for this job.  Here is where yet another issue comes into play.  Elmer stated that we then "shopped" his estimate around and decided to cancel.  May I point out that how can you shop when most offices are closed for the weekend?  I did however speak to one my brothers (who I often call each weekend and is an Engineer) and mentioned what was going on.  He told me of an option of a "liner" that could be accomplished without the need to cut holes into my foundation.  My question is why then wasn't this mentioned at the outset to my direct questions to Elmer?  This seems like deceptive business practices and does not belong in any business model.  Being plumbers they should have know about this option!
It was at this point we decided to cancel the estimate to review further.  Again, no business is open to check and review this with as Elmer stated we had done.  A call was placed Sunday to both **** and Elmer to cancel.  A follow up call was also made the next morning (Monday) as well to ensure they got the message.  We held to the law that we have 36 business hrs to cancel.  This was before even the first day.  
Follow up calls were made to have the check returned that the office of Elmer said they would get to.  Several days and calls went unanswered.  We found that they did in fact deposit the check well after our call to cancel.  On one of my followup call I was shocked to be told "Mr *****, we were expecting your call".  This was 3 days after I was told our payment was being returned (now 4/25).  To find out Elmer charged $1000 out of my check is totally wrong as once again, no one ever mentioned a cost to do an estimate.  And we feel we were taken advantage of by Elmer Plumbing and want our $1000 returned to close this issue once and for all.
**** & ***** *****


Regards,

**** *****

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 1. On Time ***** was NEVER on time, EVER!!! 2. They mislead my husband and I with the financing. 3. They over charged us $10k for a $5k unit. 4. They stuck us in a revolving account at 13% interest. 5. They installed and charged us for a 5 ton unit for a single 1900 sq ft home and charged us for it, but only applied 4 ton. 6. They didn't even place the right SEER rating, knowing that CPS accepts 15 SEER to get Rebate they placed a 14 SEER and we lost out on our rebate that they told us we would get when we signed up. 7.Old ducts were left behind and now we are having air quality issues. 8. NEVER do they return calls and it's been a fiasco from the get go. 9. They never came back to check heater system before the cold and still doesn't run correctly. 10. The thermostat isn't functioning correctly and that's been reported from the start with all the other issues. 11. They advertise that they will be On Time or its free. They were NEVER on time and made us wait days and we got nothing free.

Desired Settlement: Completely new duct system in my home and the financial part fixed or eliminated completely under the grounds of false advertisement and a half ***** installation. A system where the AC and Heater arrive in the Master bedroom. Right now we are cold in the winter and sweating up a storm in the summer. I want what's right. What On Time did to us, was not right and highly unethical.

Business Response: In response to the customer's accusations. I have attached the proposal document with their signature showing they knew exactly what they were getting. The plan for finance is chosen by them, not us. We go over the plan and they choose to take the finance options. We do not set the finance terms. They agree to that with the finance company. It has been six months, and if that were an issue, they have had ample time to bring to our attention or dispute the financing with the finance company.  The unit was selected as 4 ton based on the manual j heat loads not customer assumption or hear say of what it should be. It is documented on the proposal it would be a 4 ton. No where on the proposal or verbally did we offer them a higher seer rating than what is legally required which is 14 instead of 13 now. If we had the price would have been four thousand more dollars. We are a package price company, not a make up as you go. The customer was given numerous options as you can see on the proposal. Our On Time Guaranty is for service calls, no installs. We have discussed this with the client numerous times in the past. The ducts were sealed not replaced as stated on the proposal. Nowhere does it say we would replace her existing ducts, that would have been a 5-7 thousand dollar add on based on the amount of cosmetics we would have to repair and difficulty. The air quality issues they are having is based on the selection they chose, and if they chose to do a complete replacement system with ductwork, then things would be different. At this point it would be unrealistic to assume either side can say exactly what was discussed and offered beyond the proposal since it has been 7 months. The customer was scheduled for maintenance and heat checks, but continue to tell us they are not available. If they truly want to settle the issue then they can meet with ******* ***** about the job and the services. We added a supply and return air duct to the master bedroom at no cost to the homeowner to address their original complaint of not being on time and claiming they had heat issues from original ductwork in Master Bedroom. We call the customer the day of the complaint to try and address by going for heat maintenance again letting the technician call Service Manager while there. We were told she was to busy and would have to get back with us at another time. We will not be giving 10,000.00 dollars back based on inaccurate information.

Consumer Response:

Complaint: ********

I am rejecting this response because:

Their response is quite fictional...and yes, it's taken me 7 months to file a complaint, because I saw that my complaints would never be addressed. Why don't they pull phone records and camera footage where I came to speak to the owner or a higher manager at their main office off of 35, multiple times, but would always get their fall guy *******. He tried his best to help me,  but the financing and all the other issues he couldn't do anything about.  ******* was the only person that truly tried to help, but couldn't. When this all started and **** the sales guy, standing in my home, sold us the unit, that he highly recommended, and as you can see on his proposal, my husband and I agreed to the greater of the offers. We didn't pick the cheapest, but the most expensive offer on the papers that HE recommended for us. My husband and I are elderly and we are NOT planning on moving, so whatever **** offered to us, since he was the expert, we accepted, concerning the system. His sales tactics incorporated mentioning those CPS Rebates that we would get from installing a New system.  If they know their business then they know what SEERS they need to install in residential homes, so why offer Rebates, if they don't follow CPS' criteria on Rebates.  They are supposed to be the experts not us. He was the one who walked through my home taking measurements and we asked him and repeated ourselves, multiple times, ASKING if the New system would reach the Master bedroom, because the old existing system Never did, but he made his salesman promises that it would and it NEVER did after the system was installed. THAT's WHY they had to come back to add more intakes and vents in our Master Bedroom, because of their own doing, not ours. It wasn't as they wrote because of that "ON Time" deal but because of their inadequacies was the main reason why they added those extras. We believed and had faith in that man standing in our living room, that he was an HVAC professional and not just a salesman making commission at the consumers expense. I asked **** and ******* over and over again, if the financing was an installment loan and they said yes over and over again and at 6%...this is all happening PRIOR to the installation, as my husband and I were melting away from the heat and exhaustion. As I mentioned earlier, there's Senior citizens here.  Heat and hypertension health issues don't mix well. Our AC system broke down early that weekend, so we were tired and hot. Bottom line, I/We trusted them and more so after they just finished installing a new $8K+-, AC system in our daughters house that's across the street from ours. It's aggravating to believe that they knew the truth about that 14% revolving account they stuck us in. They NEVER not even once, corrected me to say, excuse me, Mrs *********... the papers you and your husband signed is/are NOT an installment loan, but a credit card for $10,000.00, that we have to pay back, 1st year at 6% and then jumps to 14% when the year is up.  I asked again when he brought back those papers, for us to sign again, but they said nothing and agreed that it was.  I spoke about the amount, interest rate and paying it off within the allotted time and they still said nothing, nothing about a REVOLVING account.  SERIOUSLY, if we had known that prior to signing, we sure wouldn't have signed with Elmers and would have bought a couple of window units locally and shopped around for prices, under better conditions, but we didn't, because we trusted in them and because of our daughters.  My husband and my credit scores are high and we try to maintain that. 100% on time and we keep it that way.  We weren't about to NOT pay this and ruin our credit, so we have been paying that mess. Why only that 1 financial company named Aquas/Connexus?  So BBB you tell me what CONTROL over financing did we have...NONE!!! They picked the company whom would finance us, not us. They picked the system, not us.  So fiction, fiction and more fiction.  I wouldn't be surprised if the one who made this ridiculous appeal is the same individual that stood in my home who sold us this unit.  Last but NOT least...yeah, it's VERY Hard to try to make time for ***** when they stand you up. I missed 4 days works for them to install this system initially, plus all my calls and office visits in between, so when October came around for the Heating system, initial start up check up,  I was called/harassed just about everyday, by a ********, and when I was able to have them over on a Friday with a timeframe that they gave me, they DONT SHOW and NEVER CALLED to check on us till now, conveniently after I file a couple of complaints against them.  So, no accusations or here says or lies, from our side, just truths concerning events and words that truly happened without exaggerations or lies, in my home.  Mr. ***** needs to do what's right, that's all. Amen!
Regards,

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

12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: MY SISTER IN LAW IN SAN ANTONIO NEEDED HVAC SERVICE ELMERS CAME OUT. I PAID OVER PHONE WITH CC THEY LEFT 2 INVOICES # **** AND 5093 WITH A TOTAL OF $ 2,800.00 I HAVE ASKED THREE TIMES FOR ITEMIZED INVOICES PROMISED , NOT RECEIVED .

Desired Settlement: ITEMIZED INVOICES TO SUPPORT THE AMOUNT CHARGED AND/OR ADJUST THE CHARGES TO REFLECT THE WORK DONE

Business Response: We are a lump sum contractor, If someone told the customer we would give a break down that is incorrect. We replaced a 3 Ton upflow coil with TXV, added a drain guard, 25x20 filter grill to improve filtration to protect the unit and provided 12 filters. This a part of a package price. The customer was presented six options with each having a custom priced specific to the offering. Their is no breakdown because we do not break out time and material on a unit/coil replacement. It is one price to be fair to all customers. We will not give back 2000.00 dollars because the customer does not like the process or price after the installation for his sister. The services were not for him, but for his sister. I am grateful he is kind enough to pay for his sister, but we explained everything to her and she signed on his behalf. If he would like to call and speak with ******* the service manager that would be fine, but we do not commit to providing anyone anything other than our invoice and proposal as agreed upon by the client and customer. We appreciate the business, but decline returning funds based on two phone calls not yielding breakouts of services.

Consumer Response: Complaint: ********

I am rejecting this response because:WHY NOT GIVE A ITEMIZED  EXPLANATION OF CHARGES IS IT BECAUSE THEY CANNOT SUPPORT THE CHARGES . MY SISTERINLAW IS OVER 70  AND IN POOR HEALTH IFEEL SHE WAS TAKEN ADVANTAGE OF AND I GET TO PAY FOR IT .. THEREFORE I WOULD LIKE  ITEMIZED CHARGES   THE UNIT REPLACED ` CAN BE BOUGHT ON INTERNET FOR LESS THAN  400.   THATS A LOT OF LABOR.

Regards,

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

Business Response:

As mentioned in the previous response, you are welcome to call the shop and speak with ******* ***** about the charges. We Charge what we charge because it is more than just labor. We like most retail service industries that advertise, pay employee benefits, train, and employ the best people we can attract within the industry. These things all cost money above and beyond just new construction or remodel mark up. We must evacuate the EPA regulated refrigerant and dispose of it, replace with refrigerant, their is copper brazing involved that cost in gas (nitrogen for pressure test, acetylene and oxygen for brazing, brazing rods that contain silver) time to correctly commission the unit to start up, quality control visit from senior technician to inspect quality. Their are many more items, but the value can not be experience or relayed over the phone. We do not break all these thing down into single line items. It is a lump some package. We do not charge labor in the fashion you want. We base it on the people inolved for industry averages. This is ensured so clients do not pay for difficulty in technician experiences or delays. We will not break down in detail all this. If you want a broad understanding then call. We are a premium priced company with premium guaranty. We are not the cheapest, and that unit cant not be bought in Texas for that price because of licensing structure and insurance requirements by the State of Texas. McDonals pays less than 95 cents for a ingredients in a combo meal, but you still pay 7-8 dollars for the meal. You dont ask them to itemize the bill, they are a lump sum vendor. So are we.

 

Consumer Response: Complaint: ********

I am rejecting this response because:I WOULD STILL WANT A ITEMIZED TWO LINE (PARTS--LABOR) WRITTEN INVOICE. I CAN UNDERSTAND YOUR RELUCTANCE IT MIGHT REFLECT ANY EXCESSIVE CHARGES IF ANY.                                   

Regards,

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

12/29/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have attempted to cancel my "membership" three times over the phone. During each call I was assured that it would be taken care of. However, I continue to have the membership fee of 19.95 deducted from my account each month. After the last call I committed to filing a complaint if it happened again... and it did. 19.95 was deducted today for services that I have canceled several times and no intention of using.

Desired Settlement: First priority is to stop getting charged. Ideally, I would be refunded for the last couple of months. This is getting ridiculous.

Business Response: We deeply apologize for Mr ****** experience, and will have our new accounting person reach out to him directly to match up the information and delete from the account.

10/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing to inform you of our dissatisfaction with Elmer's One Hour AC &Heating service- "always on time or you don't pay a dime".Friday ***** came to diagnose the problem we are having with our ac. His recommendation(estimated to cost7k) to replace the entire system. He schedule techs to come Sunday-sept 6,2015 (9-11). The tech did not arrive. At 11:04 we got a call saying the tech is running late r/t car problems. We ask if our install would be free per the company's trade**** and advertisement. The person on the phone said we could not get the install for free. He would have to talk to his boss. We requested to talk to the boss. At 11:49-no tech yet. ******* (the boss) called questioning our request to have the install for free. I informed him that is what your agreement states. He stated he will have to stop the job and find out what is going on. The techs did not show up on time and Elmer's AC and Heating company does not want to pay the install for free as their advertisement and name stated. The boss wanted he to stop the job and get back to us on Tues. We are not satisfied . He said he would take one thousand dollars off the job. That is not what the company policy promises.I would like to add to this complaint. Please note the installers of the air conditioners were very nice. They were polite. Unfortunately one of the guys fell through the ceiling. He sustained scrape and said he we ok. The boss was called and plans had to be made to fix the big hole in the ceiling. The boss wanted us to sign the invoice of work completion indicating the work was done to our satisfaction . We were not satisfied that we were left with a big hole in the ceiling. We told the boss we did not want to sign the invoice until the ceiling was fixed and ***** (the supervisor) came out to quality check the job. ******* became rude. We were told if we did not sign the document the lines would be cut . We explained the payment ($7,000) was being financed . They would get their money. ******* stated he had already compensated us $1,000.00 off the price for being late. I reminded him that is not what their company policy states. I asked if he could come out and inspect the job. He said he couldn't because he was out of town. He said all we had to do was to sign the papers anywhere so the installers could get paid. We told him we were not comfortable with that. I asked if the installers could write on the invoice that the customer do not want to sign until the ceiling was fixed. ******* said we should write that on the invoice. I felt like we were being forced to sign the invoice . When I told ******* I felt like we were being coursed to sign, he started to talk loud. I put the phone on speaker and gave it to me husband. I did not hear the rest of the conversation . My husband signed the invoice that he was not satisfied with the work.**

Desired Settlement: I would like the business to keep their promise. If they can not then they should held accountable for false advertisement .

Business Response: All work has been completed. The husband agreed that he was satisfied. We do not advertise that replacements are free if we are late on installs. We do not have set times on installs because of manufacturer equipment availability and locations. We arrange approximate times. The free is for repairs to existing equipment. We gave the customer 1000.00 dollars off the price and fixed the whole in the ceiling.  This customer is resolved and completed on our end. The husband has stated several times that he very satisfied to our team. We will not being assisting her any further. She is pushing to try and get a new system for free by misrepresenting the our advertising and claims. The agreed to not pursue the free any farther with ******* when the 1000.00 was returned as part of our satisfaction guarantee listed on our proposals.

Consumer Response: Complaint: ********

I am rejecting this response because:

My husband was told his signature was required so that the workers could be paid. I will forward a copy of
what he wrote next to his signature . We wanted to wait to indicate our satisfaction after everything was done. We wanted 
to wait until quality check was done. ******* was adamit and insistent . I forwarded you a picture of their logo. 




Regards,

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

Business Response:

*******,

Attached is a copy of the invoices. ******* did not ask them to sign so the guys could get paid. He asked them to sign to acknowledge the 1000.00 discount that was given for customer satisfaction and inconvenience of a large whole in the ceiling from the installation process (either by intention or falling through from attic). I have attached the a copy of the Guarantees that are on the back of the proposal that they signed. We do not at any point offer free installation based on being late. We offer it based on customer satisfaction, and it is not free installation, but rather free repair to make it satifactory. We will not be addressing ****** ******'s request for free installation any further, installation are different than service requests. The advertising is based on service fee and only required repair to get a system cooling. Their is to many factors to make that guaranty on an installation. We performed a quality control on September 9, 2015 by ***** ****. If ****** has a problem with the system, quality of installation or its function, we will be happy to address. We will not entertain anymore financial compensation.

Thanks,

**** ******

Consumer Response: Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is the best
they can do. I appreciate the time of Mr. ******. I hope this was a learning experience for all. As a consumer I have the right to ask questions, read the fine print, and expect people to keep promises. Sorry for wasting anyone's time. I am sure your product is so well made we will not need service. But if we do need the unit serviced, unfortunately your representative will have to talk with me. Or me and my husband, if he is available . All of our time is very valuable and we try our best to work as a team.


Regards,

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

9/26/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a $10,200 Coleman HVAC from Elmers in February of 2015. I was told by the sales person named ***** that my bill would be lower and I would be able to tell the difference in degree temperature. He told me that I wouldn't have to keep my thermostat so low. 78 would be comfortable. Our first problem was our bedroom was not cooling with the new system. My personal thermometer said 84 degrees and my thermostat said 76. Elmers came in March and apparently adjusted it. Our second problem came when my March energy bill was over $200 when they said it was supposed to be less than $90. Elmers came out again to "adjust" the system. It is now July 24 and I have yet to have an energy bill under $200 and my bedroom is still 5 degrees warmer than the thermostat. Elmers has come out multiple times every time I call about the bedroom and each month that I have a high energy bill. However every time they have come out to "adjust" nothing changes. Every time I call the office now I get another person that I have to explain the situation to and the sales person has not responded to my call in over a week. After spending $10,200 on a system and 6 months with a high energy bill they still have not helped me, fixed my system or made me a priority.

Desired Settlement: I would like a refund or a replacement of a system that actually works.

Business Response: We have responded to numerous versions of these complaints via the emails you guys provide. We completely removed the entire system and upgraded to a state of the art two stage 18 SEER complete system to demonstrate our dedication to customer service to Mr Cervantes on 9/02/2015. This had a value of over 12,750.00 that we lost in proving our commitment. We will not be taking any further action with Mr ********** have communicated to him we will take care of him. 

9/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Our air conditioning went out 8/5/15, I called for a diagnostic, was told what we needed, applied for financing, and told to expect technicians between 8-9a.m. 8/6/15. At 8:15a.m. 8/6/15, I received a call that technicians were on their way. At 9:40, the technicians had yet to arrive. I called and was told to expect a call back. At 10:10a.m. I called again because I never got a call back. At that time, I spoke to a different person who already knew why I was calling because she was next to the person who took my last call. She told me they had been delayed and were on the way. The technicians showed up at 11:34a.m. At 3:50p.m. I was told the unit was leaking and a new one had to be delivered. It is now 7:16p.m. and still no unit. I asked to see the work order because I had not been given one the day before, and the work order said the cost was $2,622. When the technician called to verify amount, the charge was $4,498. There is no structure, the technicians are 1 month new to the company, the call center reps are also 1 month new (and less). I asked for a managers name and number, a supervisors name and number, and a call by either one. No call took place. It is now 7:33p.m., the new unit has arrived, and it does not match my indoor unit. The technicians told me, someone has to be here tomorrow to install the correct one.

Desired Settlement: Desired outcome would be a full refund. I will settle for at least half.

Business Response: Ms. ********* received the correct unit the very next day, based on wholesale error and communication with the delivery personnel.  The complaint was made the day of error, and we corrected as soon as possible. She stated at the time she was satisfied, and we assured her we would stand behind our mistakes. That does not mean we will be giving the job away. We will not be taking any action on further than correcting the situation as we did. We started and completed repairs and install within a 24 hour period from time of diagnosis. We are sorry for her frustration in having to buy new equipment and deal with the heat, but that does not translate into return of funds.

Consumer Response: Complaint: ********

I am rejecting this response because:
I spoke with a representative of that office, who assured me he would take my complaints back to his supervisor.  The reason I submitted the complaint the same day, was because up until that point (after 7pm),  the two technicians had to call another technician (who was at home) to come and find out why the units were not working.  I was told I would receive a call from the supervisor that day, and all I received was a text message from the sales person, stating (and I quote) " Im not in good cell area. Hear we have had a rough day of it.. ***** text me he's gonna get you cooling tonight. But wrong unit was sent after the first one had a leak.  I will get ******* to call you in AM.  My boss to see what we can do to make this long day right for you. Sorry. ******* at Elmers"  
The very next day the correct unit was in fact installed in record time.  I waited for a call all day from that ******* person, that never came.  If he did call, there was no voice mail, as I am not permitted to use my phone during business hours.  I got a call from my husband around 4:15 later that day, stating that the unit was on, and blowing warm air.  A technician showed up around 5:30, and we started getting cool air again within a couple of hours.  Later that week on the 11th, I sent a message to the representative who said he would take my complaints to his supervisor, stating "I still have not heard from ******** or my sales person ******* regarding my complaints".  At this time, I assume the reason I have not, is because I reported this complaint.
At minimum, I want $417 refunded back to me for lost wages for myself (the day of the proposed services) and for my husband (the following day - for corrections on previous days service).  I believe that is fair for having been the run around, followed by worse and worse service throughout the day.  Poor planning, and poor communication is ultimately what led to the horrible customer service I received.  Even the technicians, whom I made sure stayed hydrated having to wait around all day, were as frustrated as me and my household.

Regards,
******* *********

Business Response: The management team was not made aware of Ms. *********'s desire to have management call and speak with her. When the technician was present to correct the issue would have been the time to call and speak with management about what can be done. Instead she did not allow management to continue to address or issue, but rather just filed a complaint while in the middle. The assumption was that she was happy with the correction that were made. We will be happy to work with her, and find a solution for her. Please have her call our office and ask for ******* ***** or **** ******.

Consumer Response: Complaint: ********

I am rejecting this response at the moment because until we actually resolve this issue, it has not yet been resolved.  I spoke with three employees of this company, the afternoon that all the problems started, stating my want to speak with ******** because all three employees told me he was the one I needed to speak with. They also told me that the sales person ******* (my sales person) promised/sold services that could not be performed.  ******* himself, also texted me, saying he would have management call me the next day, and that did not happen.  I have saved all the text messages, with the phone numbers available for proof if need be.  The call center women I spoke with said that there was restructuring happening, and that no one really knew what was going on.  ********, the last one I spoke with and barked at for not calling me back with an update (at 10:45 am) as to where my technicians were (promised between 8-9am), said she would let ******* know I was expecting a call.  After waiting a few more hours, and more conversation with the technicians at my house, whom also informed the business I expected a call, no call was received.  I called back around 4:30, spoke with ******** again, and when I told her what I was waiting for, she informed me he had already left for the day.  To tell me, no one was aware of my wishes is bull.  Had I been given an actual satisfactory survey, my real feelings would have been transparent, a month ago!

I will most definitely be calling tomorrow, hopefully by 10a.m., and I hope to actually speak with someone, and not be asked "What's a good number to call you back at?"
The third time I was asked that in one day, I asked to be put on hold because no one was capable of returning a phone call.  The operator's response was, "I'm sorry, I've only been here about a month, and the other girl has barely been here two weeks."

Regards,

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

4/30/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I terminated my contract on January 30, 2015 with this company due personal circumstances beyond my control. I requested my prepaid monies to be refunded back to me. I had prepaid a total of $25800.00 to this company. The sum of $7300.00 was paid for the initiating of the contract and a second sum $18500.00 was for the first payment to start construction (which was never started). I first requested my $18500.00 to refunded back to me several times. This company would ignore my requests, then finally after several trips to their office and asking several times and they relented and refunded my $18500.00 Then two weeks ago I sent the company a certified letter to the 2 principals involved and requested that my contract to be cancelled. In the letter I told them if I owe any money to them show me the invoice and I will pay what I owed but since no work has been done I should not owe anything. In the letter I requested them to respond with in 5 days of receiving my letter, no one did. I placed a call to the owner of the company and requested that he return my deposit of $7300.00 and asked if he received my letter, he said " He would look into it" (being certified yes he did received it). To this day I have not received a phone call, or any explanation as what they are going to do. I do not know if the BBB can help me, if not then you need to direct me to a suitable lawyer. I know I have given them enough time to respond.

Desired Settlement: I want what is owed to me. I will gladly pay any billable hours incurred and reasonable penalties due the contract cancellation. I do not think I incurred $7300.00 of billable hours or penalties. I need my $7300.00 back.

Business Response:

 Re: ****** ******* - Complaint #******** 

Here is the contract that the customer signed. On pdf labeled ******* Contract, that is the back of the contract they signed. 8. General portion B, is where it states the 20%  may not be refunded if the contract is broken for any reason if after the 72 Hour rule. Please let me know if I need to still log in and respond to the complaint. The last time I did this morning it stated no response was necessary. 

Thanks

4/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A technician was called out to inspect our 5 1/2 year old ac unit. The technician told my wife that the unit was operating in emergency mode. He falsely claimed that meant the unit was about to go out. The technician assured her that preventative maintenance in the form of a new unit would insure no down time when the weather got hot. She decided to replace the existing unit based on the false information that the ac unit was about to go out. Because of my heavy work schedule, my wife didn't tell me about the ac replacement until 2 months after the install when she finally explained what happened and that she had not yet received any warranty or other paperwork.

Desired Settlement: I want my old unit back.

Business Response: This information is not complete or accurate. The reason the 5 ton air handler was replaced was due heavy corrosion on the heat absorption system (coils). The system was very low on refrigeration charge, indicating that the system had a leak present at the air handler's coils. The wife was explained this, and agreed to replace the system for 5746.00. We also through our plumbing company replaced the water heater for 1900.00, and combined the customer paid 7646.00. The wife was informed and aware of what was being presented to her. I can not help if he does not like the price, and she did not tell him for two months of the situation. That is not a business affair, but rather a personal affair among themselves. We will be more than happy to address providing another copy of the proposal and warranty agreement (10 years parts and labor) that she signed in order for us to move forward with a purchase of equipment. The technician did not miss represent that maintenance and a new air handler would be a positive choice for making sure the system performed through the summer heat. Furthermore, we were there on four separate occasions, and would have gladly addressed any concerns. These four trips were 1/28/2015, 2/09/2015, 2/19/2015, and most recent 4/2/2015.  Since the husband is addressing two months later, and was not present for any of the four visits. We do not feel this is a valid dispute to have. It is hard to believe that a system and water heater were replaced and he was not maid aware of this in time to address.

Consumer Response: Complaint: ********

I am rejecting this response because their response is laughable.  They were called out on a routine semiannual inspection.  During the prior year when they were called out for a similar inspection, the technician told me the unit needed to be replaced.  I got a second opinion and was informed that there was no need for replacement.  Since that time, the unit worked fine.  I reject the assertion that the unit had problems.       
    In addition, the unit was only 5 1/2 years old.  It still had approximately 5 years of life left.  If one were to assume that the company is providing a 10-year warranty on the new unit, one should reason that at least 4 1/2 years of life still existed on the old unit. 
    Later, a company representative informed me telephonically that the culprit who suggested my wife buy the new ac unit had been fired. If true, it was a little late!
    With respect to the water heater, the company representative informed my wife that new water heaters were coming out that would cost twice as much because of new standards.  While it is true that new water heater standards are coming, replacement cost may be as much as $100 more, not twice as much as the older models.  This is just one more example of scare tactics employed by this unscrupulous vendor to create sales.
    Finally, I still do not have a manufacturer warranty.  I question how valid the vendor's warranty is.  All they have to do is go out of business, change their business ID and I have no warranty on the existing unit.  The warranty they say they gave me is scratched on a plain piece of paper that certainly would not stand up in court.  
     While I did not discover this fiasco until 2 months after the fact, I still have a brain.  I have witnessed first-hand their deceptive sales practices in the past.  This company replaced a unit that was approximately at half life.  As far as I am concerned, I am out half the value of an ac unit without a valid warranty on the new one. These guys are a real joke!       
 
Regards,
**** *********

Business Response: This customer replaced the condensing unit to the system in question in 2012, and the reason for recommendation is because the system presented low refrigeration and corrosion present from a leak in the refrigeration system of the indoor coil. The customer was presented 6 options ranging from 2989.00 to 7646.00. They chose the most expensive option, and we present options so the client is in control of their choices. The basic option would have corrected the problem, and came with warranty. No person at this company made false claims about the system or the need for a new water heater. The customer was in complete control of the choices made. We made recommendations in the past because the system was showing long term reliability issues. We do not control the durability of systems, we simply warranty the equipment we install to make sure of the benefit. If the client felt we were misrepresenting ourselves in the past, then he should not have called upon us again. We do not make up issues to sell equipment. We are forced by law to stand behind our claims, and a poorly performing air handler can damage a new condensor's compressor. The customer has a five year warranty and service plan, this is to ensure the equipment lasts during the manufacturer's warranty. He has five years on parts. labor, and equipment. All companies have the risk of going out of business, but we feel the company will be here to honor its warranty regardless of customers opinion. His warranty is through us and Goodman on the system. He can review his Goodman warranty online with simply imputing the model and serial number. The equipment is registered.

Consumer Response: Complaint: ********

I am rejecting this response because I know the deceptive sales tactics were used on a repeated basis to my detriment.  I do not intend to pursue this matter further and I do not anticipate any resolution.  The simple fact is that I should not have dealt with this company.  As the company representative suggested, it is my fault for working with a company that I knew to be dishonest.  I knew better.  Too bad that my wife did not. 

Regards,
**** *********

4/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: ******* *. Came out and gave us quote on 12-15-14 of $6600.00 and told us we would get a price breakdown per technician ( water heater tech and furnace a/c tech) and it was not provided. He also said we could get CPS rebate and use for tax credits. I called 8 times over 3 weeks trying to get a breakdown and never received a return call and when I asked for the supervisor I was told he was out in the field and could not be reached. Finally I insisted on speaking with supervisor and ***** set up an appointment for us to come in and speak with ******* *****. He said he could not provide us with a breakdown because they don't have one but he offered to extend our warranty and $600 for the charge of an a/ c leak repair that ****** installer stated we did not have after he checked by pressurizing our a/ c unit. I stated that is why we wanted a breakdown because we were charged for services not even performed. We walked away with no breakdown because they could not provide us with one. My husband said we signed off for services because we were told we would know exactly what we were being charged. ******* said he couldn't do anything else but offer the extended warranty and $600 since we caught that charge listed on quote and told my ****** there was no leak.i kept all notes; paperwork and emails between myself and ******* where he says he doesn't have a breakdown except the workorder that didn't add up to $6600.00 and it only showed total. After ******* said we could get CPS rebate he says our units dont qualify so he lied to us and we told ******* that. ******* said he was unhappy with how we were treated and would talk to ******* and ***** who would not have anyone return our calls. Now I called last week on 2/19/15 asking for Manufacture certificate for water heater and furnace installed for income tax purposes and I received one email from ***** Neidig who sent me an owners manual and I told him we need manufacture certificate that shows energy efficiency rating. He said he would have ******* call us back. It is now 6 days later and I sent 3 more emails and received no response by email or phone. ***** also told me he couldnt give me a manufactures certificatefor furnace because that's a different person I need to get with.

Desired Settlement: I want a breakdown of charges for original work and equipment installed. I want a refund of overcharges and my Manufactures certificates for my water heater and furnace. I also want proof that they registered our ac unit. All they did was say sorry and try to get rid of us with extended warranty since they cant explain our charges (OVERCHARGES). I can neverget a return phone call ever. I have called and emailed numerous times. Ive spoken with *****, *******, *******, ***** and *****a. I am stuck again.

Business Response:

Service Manager asked Mr & Mrs ******** to stop by the office to take care of the matter at their convenience. 

Agreed on upgrade on warranty and $600.00 check they received and were happy on 01/08/2015.

Work was done & complete on 12/16/2014

Consumer Response: Complaint: ********

I am rejecting this response because:

We went in requesting details of charges, we were told they did not have a breakdown. We stayed that our work order stated that a leak on our air condition unit was fixed. ****** the installer told us there was no leak, I asked for a refund for that service because it was not done. That is the reason we received $600 check and we were offered extended warranty for our inconvenience and time lost. We still do not have a breakdown of charges so we don't know what the $6600.00 was used for, we don't know how much we were charged for the water heater, furnace or labor. I'm still waiting for our spec sheet/ manufacture certificate that we requested over a week ago. I was emailed by **** that I would have that by yesterday. We were told by ******* *. That we would have a breakdown of the $6600.00 when work was completed back in December and we still do not have it. How do we know we weren't overcharged. We only caught the overcharge on the work order because we were told by your installer that we never had a leak. It is not good business to not be able to provide your customers with a breakdown of charges, we want to know where the $6600 was applied. It seems like you cannot provide this breakdown because you overcharged us for service. We still need a breakdown, have not received information on furnace or proof that a/c unit was registered.
Regards,

***** & ******** ********

Business Response:

I will be taking the lead on this complaint. I am working on getting the breakdown of the Coil and Furnace replacement. The reason for the lack of breakdown is we are a flat rate company that uses the one simple price structure on the replacement of equipment that all associated costs and ****ups combined for our offerings. The water heater was a flat rate of $1689.00, and the replacement of the coil and furnace where valued at $4311.00 ($4911.00 -$600.00) after the credit that ******* extended. The warranty was extended through our company, so this is not reflective with the manufacturers. I will start to work on verifying the registration of equipment from the manufactures and the registration cards. I will also, work on extending the breakdown on the coil furnace for the customer to see the value in the one simple price structure. I deeply apologize for the confusion in providing the consumer with detailed breakdowns, but this is not something that is available to all for control measures internally with our business structure. At no point is our intent to mislead or make a customer feel that a service offered is not of the value offered through the use of one simple price. Thank you to you and the customer for your willingness to continue addressing the matter.

Cordially, 

**** ******

###-###-####

****@ontimeelmer.com 

Consumer Response: Complaint: ********

I am rejecting this response because:
Thise amounts you are listing does not add up with what we discussed with *******. ******* took off $600 from what our total was ($6600) because we looked into our work order. ******* charged us for repairing a leak on our outside A/C unit. When ****** (installer) came he told us that we did not have a leak in our outside A/C unit and he knew this because he pressurized the unit and found no leak. This is the whole reason we are going through this now. ******* did say that he would talk to Mathew because he gave us a lot of incorrect information as we found out after the fact. ******* did not discount us, he refunded a charge for work that was not done. So now we are questioning what you have charged us. We would not have agreed to the amount of $6,600 if we knew that work was written up to be done and not needed. That is also why we feel we are being overcharged, even after ******* refunded $600 we were never supposed to be charged to begin with. $6600 is a lot of money to pay for the furnace, coil and water heater when you research the cost of those items online they are nowhere close to what we are being charged. Especially now that we know that we were overcharged and told that we had problems with our systems that never existed. 
Regards,

***** & ******** ********

Consumer Response:

Better Business Bureau:

I would like to reject the offer of Mediation for complaint ID ********.

Regards,

***** & ******** ********

2/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am writing about the over charges and deceptive practices by Elmers One Hour Air Conditioning. They damaged my new wooden floor in the process of replacing my old heating furnace and air conditioning blower unit with the new equipment. They delayed for 8 weeks to send the operating instructions for a new thermostat they installed, despite their weekly promises to send it. After they installed a heating furnace and air conditioning blower unit, I found out from other well-known A/C companies that they were charging approximately $4600 (parts and labor) for the exact same equipment that Elmers One Hour charged me $7100 (parts and labor). I told Elmers One Hour that they overcharged me and they said they would look into this matter but they never called me back. Elmers One Hour also illegally opened up a Wells Fargo credit card account in my name without my approval to pay off the balance (over $2000) of the total amount they were charging. I initially paid them $5000 by check for part of the total $7100 charge and paid the balance of the charge with my credit card (not Wells Fargo). I called Elmers about the questionable credit card account they opened up in my name and they said they would look into this matter. They never responded.

Desired Settlement: Pay me the difference between what Elmer's charged me, $7100, and the common charge ($4600) by several other air conditioning companies for the same equipment.

Business Response: Mr. ****** agreed to get work done at the time. With his permission and authorization we got work done.  Attached is prof of paperwork that he approved us to run credit for his payment.

Consumer Response: Complaint: ********

I am rejecting this response because: I agreed that Elmer's could use my credit card to pay for the balance I owed.  their use of my credit card (VISA) for me to pay the balance I owed is definitely NOT same as my authorization for them to open up a credit card account in my name without my approval.

Regards,

****** ******

1/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: purchased a Silver Membership for the yearly maintenance in 03-06-14 and i was told by tech that i would get a air conditioning maintenance in july. that it would automatically be scheduled since the contract goes into the system. well in august i get a call and i am told my scheduled maintenance will be December 1st and i asked why they said due to short staff. I then asked what about my summer maintenance they said that would carry over and i would get that in june or july , so i said ok. well this call was since august and december comes and no one shows on december 1st and so i called the company to asked what happened spoke with ***** and he checked the system and apparently i was not schedule for a maintemance so he then asked if he can schedule me for the 2nd i said yes after 2pm would be great since i had gotten off early for the day before the insure i was home. well my Scheduled appt for the december 2nd i get calls telling that they wont be able to come out to due to staff shortage. I then explained the situation about I having to get off early. So They schedule for later and I spoke with ***** and he had told me he can have someone out by 430pm and so I called him at 530 and he said he was going to call tech and call feedback and he did said tech was finishing up n would get to my home soon . So 630 no tech no issac. So next day 12-3-14 spoke with ***** and he was surprised tech didn't show. He checked to see why and he then says they tried contacting u and u never answered so I replied if u and I communicated all day prior how is it I didn't answer I'm sure they the correct number u or the company provides them since I spoke with u and I got calls for scheduling and cancellation.then he says they couldn't find ur home. wow..so he then puts me on hold he spoke with his supervisor and offers me a duct cleaning. And that they can do both heating and air maintenance on the same day. Wow.. I said and how long will that take? A few hours I said u know if I can't get the membership service I bought Whispersync h was 2 times a year. And I have to be homebound that few hours just CANCEL my membership and REFUND me my money. it's December and my membership I bout in March for time and maintaining convince is almost over. So he transferred me to ****** and she said on 12-3-14 she would send email to finance department and they would contact me. She even confirmed me phone number. Today is 1-12-15 spoke with ****** again @ 9am she said she would call me in 15 min so she could look into it. No return call so I called @ 5pm she was gone for the day. So talking to ***** again he said he would have his regional manager call me (*******). So now today is 1-13-15 called @ 945am and ***** put me on hold and so then I get a woman who says ******* is in an interview he should be done soon he will call u pretty soon he is almost done. So I waited. Again today 1-13-15 @430pm I call and *****puts me on hold for 7 minutes asked if ******* was in he said he will call you right back I asked if could just hold transfer he then says he is out on the field. That he will be calling me right now. Since I have started this complaint process at 5pm which is now 6pm no call for. Anyone. Date bought 3-6-14 invoice#***** tech Jon job# 253838 paid $143.40.

Desired Settlement: Just want my money back for the membership I bought and never got priority service like it states. I would like it resolved quickly. Just like they charged me

Consumer Response:

Spoke with Mr ******* who is the supervisor and he did refund me my membership money in full and offered me a year free silver membership. he also had someone come out and give us the winter maintenance and duct sanitizing which cant be done until spring. so the out come is good pertaining to the refund. but all the other promises I will have to wait and see because even when they scheduled me between 9-11 am on Monday they didn't show until after the fact that I called him and he had someone show as soon as possible and they did at 12noon. so I can say he cares about his customers but to me if I still experienced an issue on a scheduled time which was done by the supervisor I can just not count his promises. but I will give them the benefit of a doubt to keep me as a customer.  thank you so very much for letting me use this site to get my issue resolved. 

thank you again

****** ******* 

 

12/16/2014 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I began doing business with your company when my husband I purchased our home in April 2013. Since then we have trusted your company to provide heating and A/C services and even install a new Thermostat on 12/02/2013. After the installation, we had a new outside unit installed through our home warranty company, American Home Shield which we have since cancelled. Since cancelling our home warranty we decided that your company would be best to continue our heating and A/C services. However, during this last visit we were very displeased with the service that we received beginning with the call to schedule our appointment. Initially when I called to schedule I was expecting the $9 diagnostic appointment that is advertised via various communication channels for your company; however, upon scheduling I was informed that it would be $59. The weather had dropped in the 30’s so I made the appointment as we needed our heat working. After I made the appointment my husband had to call back to ensure that the service call would be dropped to $9. Then the day of the appointment on 11/13/2014, ******* came and “rewired” the upstairs unit but in reality I believe he just went outside and flipped the breaker. Before he “rewired “ I told him I was not sure yet if he should complete the “rewiring” he said if he didn’t then the service call would be $59 anyways so I might as well go ahead and get the service plus the $9 diagnostic fee. This seems unethical to force customers into paying more for services by indicating that if service is not completed the service fee would be increased. While here he also “inspected” our thermostat and indicated on the Work Performed Today section of the bill that he checked for proper operation of the system and that A/C was coming on when calling for heat, but really the A/C was not coming on and the thermostat was not functioning properly, which if he had checked it thoroughly he would have identified that. Since, my husband and I trusted the work performed by your company when the unit stopped functioning again we called the company who installed the outside unit to ensure that there was nothing in fact wrong with the outside unit causing the issues. They confirmed that the outside A/C unit was functioning properly but that the thermostat was faulty and should be replaced (installations of this thermostat was performed by your company on 12/02/2014) and that “rewiring” would not have resolved the issue. They did not perform any services at our request and we immediately called your company regarding the faulty Thermostat. However, now Elmer’s is refusing to remedy the situation that they have caused and should have identified during the 11/13/2014 visit. Your company practices are not trustworthy and you should at least honor the warranty time period to refund the money we paid to have a properly functioning thermostat. My husband and I spoke with Sandra on Friday December 5th and were guaranteed a call back from Darlene by Monday December 8th. However, no call was received to the contact number provided and now on December 10th I was placed on hold for nearly 40 minutes waiting to speak with Darlene only to have Heydis your lead dispatcher inform me that Darlene was not even at her desk. Based on my recent experiences, I will ensure that I strongly advise against using your company as they unprofessional, untrustworthy and take advance of customers.

Desired Settlement: I would like a refund for the thermostat in that amount of $199 as it is faulty and will not work..

12/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On July 1, 2014 this company came out to do an inspection of our A/C unit. This unit was installed April, 2010 by another company that has since gone out of business. It came with 10 year warranty on all parts. That visit we paid $239.40 for a 1 year Prime Service contract. The initial technician said the unit looked great with the exception of the Ultra Violet unit that needed to be replaced. The following day he returned, replaced the unit and charged us $397.00. When we stated that the initial problem, an overly warm bedroom, was still a problem he said we would have to make another appointment to have the baffles in the attic adjusted. On July 15th, another technician came out. He stated the problem was with a circuit board in our unit that would cost $756.00 to replace. When we questioned if it wouldn't be covered under warranty he said he would check and get back with us the next day. A week went by and we didn't hear anything. After a week, I phoned again and was told they would have to check but, the technician would call me first thing the next morning. He never called. I telephoned the company again stating I was very dissatisfied with their service and wanted the monies we paid for the Prime Service Contract refunded. My call was transferred to a supervisor who asked that we give them one more chance. I agreed with the caveat the service fee be refunded if we still were not satisfied. He agreed and set up an appointment on Friday, July 25th for his "best" technician to come out between 9:00am - 11:00am. No one ever called or showed up. I phoned that afternoon again, requesting our Contract fee be refunded. Again, I was transferred to another supervisor who agreed a check would be sent. It is now Thursday, August 6th and no money has been refunded. I called again today and was told the check was mailed Saturday. ?????

Desired Settlement: A check for $239.40 for the Prime Service contract and a check for $397.00 for the ultra violet light that should have been covered by our warranty. (All prior inspections were done by the installing company prior to them going out of business.)

Business Response:

We did have some challenges and our new office staff didn't schedule even after our manager rescheduled we will get them a refund as requested.

I apologize for the inconvenience and are training our staff, but our errors are not your problem.

I am making sure we get a check out today!

Again I know I cant get rid of the frustration , training office staff has been a challenge the last couple of months but we will continue to train

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

Consumer Response: 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.
The check should be in the amount of $397.00 and mailed to:  **** ***** ****** ****** *****, TX  *****

Regards,

***** ******

Business Response:

Sent: Wednesday, November 19, 2014 4:25 PM Subject: Elmers One hour < customer ***** ****** 

ok we have sent it certified mail ********************  is the receipt number!!!!

let me know if you need anything else ***** ******* ###-###-####

10/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a member of the "One Hour Comfort Club" since 3/6/2013. The cost for this service is $29.95, which is paid by automatic credit card debit each month. As a One Hour Comfort Club member, I am entitled to: A) One precision tune-up, professional cleaning and rejuvenation of my air conditioner plus one safety check annually (early spring to summer); B) One precision tune-up, professional cleaning, and rejuvenation of my furnace plus one safety check annually (early fall to winter). The problem is with the customer service call center at ###-###-####. I called this number on 6/5/2014, 6/11/2014 and 6/12/2014 in an effort to schedule an annual check of my A/C. Each time I was given a different excuse-- their computer system was not working, a dispatcher would call me back, etc. No one ever called me back. I even asked for a supervisor and was told she was not available. Finally, I was given an appointment for 6/26/2014. No one showed up or even called to cancel/reschedule. I called the company again on 6/27/2014 and 6/30/2014 and was given the same run around. I searched through my paperwork and found a local telephone number of ###-###-####, and was connected to what appeared to be the actual business. I have now been given yet another appointment for 7/9/2014. In the meantime, my credit card is being charged each month for the "comfort" of knowing I can call this company anytime I need service for my A/C.

Desired Settlement: I request performance of my annual A/C check as outlined in the "Once-Hour Comfort Club" contract followed by a cancellation of my membership. I would also like a refund to my credit card for July, 2014.

Business Response:

Trying to respond however this has been resolved refunded ?and serviced everything resolved.

Consumer Response: Complaint: ********

I am rejecting this response because:

A routine check of our A/C system was performed on 7/9/2014 as requested.  However, service was originally scheduled for 6/26/2014, but no one showed up.

Our Club membership appears to have been cancelled as requested, as no automatic debit was charged to our checking account on 8/1/2014.  
  
No refund of our monthly service charge ($29.95) paid on July 1, 2014 has been received, as the business stated.  
  
Regards,

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

Consumer Response:

*********,
We received a refund check from  One Hour Heating and AC. Thank you and the BBB for your help in getting this matter resolved. 

* *********

9/30/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Elmer's One Hour was contacted on Friday, 15 Aug 2014, at approximately 8:00 P.M. to repair our ****** **********l A/C System. Once the technician arrived, he determined that the run capacitor needed to be replaced. Additionally, while diagnosing the repair the technician determined that the compressor was pulling high amps. Therefore, the technician recommended that a start kit combo be installed to prolong the life of the A/C compressor. I informed the technician that according to the ****** website the A/C unit was still under a 5-yr parts warranty. The technician said that it was too late to contact ****** for a warranty call and that the Technician would usually contact ****** for a warranty check. However, because it was so late in the evening, I should call Elmer's Business Office on Monday with the Make, Model, and Serial number from our A/C to receive a credit from Elmer's for the warranty work completed and that Elmer's would contact ****** to resolve payment for the warranty work. Since the work has been complete, Elmer's has been contacted on three occasions Monday, 18 Aug 14, Tuesday, 19 Aug 14, and Friday, 22 Aug 14 to speak with a Manager to resolve the warranty work and receive a credit. On each occasion the business office has taken my information and promised that a manager would call me back. To date, a manager and/or business office personnel has not returned my phone call to resolve this issue.

Desired Settlement: Request a credit card refund for the parts replaced on my residential A/C unit covered under ****** 5-yr parts warranty.

Business Response: Ill look into this right away I just received the email and get it resolved asap

7/8/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see Attached document

Desired Settlement: see Attached document

Business Response: Please note that the unit MPG is warranted however requires pads for maintenance to heed warranty active on all products installed by one hour. Please note we fed ex her filters and spoke with client and all seems to be well.

Thank you
******

5/12/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I requested that they stop billing me for their club membership. I still am being billed $19.95 a month for a membership I don't want.

Desired Settlement: I want them to stop billing me (it comes from auto-payment on my checking account that they should stop). A refund of the past month or two's payments is fair

Business Response:

THE BILLING HAS STOPPED WE TRIED CALLING CLIENT NA THNK YOU

4/9/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Last night when temperatures were frigid we came home to a unit that would not blow heat. We called the number to have someone notified and to have a technician come out and they could not come out. Per our contract it states if within two years a unit breaks down they will give us 500.00 for our inconvenience. Well I really really am disappointed and angry that they could not come out last night. It was a very freezing night we have two children and our pets that we're freezing last night. It is bad business and unethical to "guarantee" 24-hr emergency services rain or shine, snow or ice, and not follow through with your end of the contract.

Desired Settlement: What our family would like is the $500.00 that is guaranteed to the customer if the unit breaks down within the first two years. The unit is brand new out of the box, inside and outside there should have been no reason for the unit to not work. Very very angry and dissatisfied with this business. To make matters worse my husband is a Wounded Warrior who has fought for his country and for this business to say that they "honor" Service-members is a lie, if they respected their reputation and their business they would have come out last night to fix the heat.

Consumer Response:

Yes they indeed stuck by what they advertise and gave us a $500.00 inconvenience fee. I hope and pray it never goes that route again.

Thanks,

******* ****

3/31/2014 Problems with Product/Service | Read Complaint Details
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Complaint: In July of last year, I had an emergency involving my air conditioning unit. It failed in less than six years on a new house. Elmer's one hour came out and installed the new unit immediately. That was a great job. However, subsequently, my insurance requested a report of what happened so subrogation could be undertaken to get some of, if not all of my out of pocket expenses returned to me. This totaled almost $10,000.00 out of pocket. It took Elmer's One hour 3 months to actually have a person come out and inspect the old unit and do the report-which was supplied to me as well as my insurance carrier. The Insurance carrier then requested a bit more information from Elmer's One Hour. It has now been 7 months that Elmer has not responded back to the Insurance company, nor to me. After repeated phone calls and promises to deliver, nothing has been done to help me rectify the situation. All is needed is some clarification on the report sent out previously and the company is failing to respond and the actions are not against Elmer's One Hour, but another vendor. Also, along with the $6700 expense for the unit, I paid Elmer $2200 for an ultra violet light to go in the previous unit that was not installed on the original unit-further bolstering my insurance claim

Desired Settlement: I would like Elmer's One Hour to finish the report they promised to give to the insurance carrier and send the information to them, so my claim can be brought to fruition. I would like this settled in a timely manner-considering it has been 9 months since the incident has occurred.

Business Response: Our ******* ******* spoke to and mailed *** ********** the info he needed *** ********** is happy has no other questions.

Consumer Response: Complaint: *******
I am rejecting this response because:
no information has been mailed to me and I NOT spoken with any ******* ******* about this. I so reject I am happy because this represents two separate times thatT Elmer's One Hour has reporting agencies (ie BBB and ******* ****) by responding with Untruth.

Regards,
****** **********

Business Response:

Ok let me get with **** again he will call you before the end of the day

1/27/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: about two weeks ago I noticed a problem with our AC fan not blowing, I got on my computer and called on On time Elmer, I called late in the evening and they told me it would be a $149 charge to come out that evening. I declined since the weather had not been hot that eve and we could open the windows. They scheduled arrival for early the next day. ***** arrived on time and "diagnosed" the problem. A few components that were under warranty had failed, and there was a starter pack not installed from the factory or by the original install team at the time we purchased the home. He also recommended we get more airflow to the main unit in the attic so the blower would not have to work so hard. We went over some options and signed an agreement. He took my credit card and called in the numbers to the office. I THOUGHT I was paying a $400 dollar deposit instead the card was ran for the whole balance!!!! ALL of the parts except the starter pack were under warranty and the manufacturer replaced them, ***** did go pick them up and returned and installed them. He also said we would have to return Friday, this was a Tuesday I believe.... to finish. He said he wanted to send out his BEST TECH who was really good at putting in these air flow vents and that was the soonest he could get out. Well he came and went that Friday, He was in our attic for about 45 minutes or so. He came down and told my wife he was finished, said sign here and took off. I got home that night and we were in bed and the fan kicked on, I could hear a completely different noise from the way it sounded before he did anything in the attic, I chalked it up to this being more airflow and the unit is just going to sound different. Shortly after **** from Elmers called and said his tech in fact did NOT finish.. and they would have to return again Friday the 18Th!, They said they would be there between 12-2. SO my wife again took ANOTHER day off work since someone had to be there. **** called at 11:57, he said I am sorry but we will not make it today. 3 Techs were supposed to be coming and he told me ALL of them called in...I spent the majority of the day chasing a mysterious person who works for them who is the ONLY one in the company who can process a refund on a credit card... HA!!!! The run around this company has given me is text book and believe me , they are good at it.... I have been hung up on, transferred and left on hold and told over and over again... I am sorry but there is nothing I can do. They are RUDE, Arrogant, and if they were my employess they would be unemployed!!! I have asked MANY MANY times to speak with the owner and ****** in the office seriously tried to tell me, he doesn't have a phone???? And he cant be contacted???? Who do yall really think your fooling??? ******* is the last clown that I have had the pleasure in dealing with, He was supposed to call me today 21 Oct and he was going to meet me at my office at 9 am or shortly after, guess what still MIA, We have spoke numerous times today and his last promise was he was supposed to be at my office at 4:30 he accidently called me and left me a 3:29 second message before he was supposed to be here. He said he was talking to his "supervisor" about getting the refund approved and we would get it all on paper at 4:30. Well in this voicemail he sure sounds like a classy guy.... I really didn't need to hear about your "*******" And how your booze bottle got stolen out of your truck, I got the message saved just in case any of your "supervisors" would like to hear it... 4:30 came and went, what do you know..... He said he cant make it but wants to meet me at 10 am.... I am seriously done waisting any more breath or time on these Jokers. I want a refund of my money period. I AM PURSUING legal action with this as well, and I will be hiring another AC contractor for a second opinion on the status of my AC to see if anything has been damaged, due to there incompetence. When you call them they say, "where we are always on time or you don't pay a dime" Stand behind it then. All I originally wanted was the work to be completed but since you cant make hardly ONE appointment on time, I want it refunded, I will be happy to pay a bit for labor on the part(s) that were under warranty that were installed

Desired Settlement: $1625 Dollars returned that was processed WITHOUT my acknowledgement or permission

Business Response: Mr ****** we already refunded over $1300.00 and did resolve it with him he's all taken care of 

1/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 11/16/13 repairs were made to my air conditioning system so it would run more efficiently. The following day when I turned on the air conditioner, I found out that the drain pipe was not secured when water began leaking from my ceiling, which damaged my ceiling and the area rug. A repair person came out and did a temporary fix. On Sunday, 11/18, additional repairmen came out to make the larger repairs. However, repairmen had to come out four more times to finally get the system repaired. Repairs to my ceiling took seven days. While the company paid for the repairs, I needed someone to be there while the workmen were there because I had to be at work. I had someone who does home repairs make sure that everything was going well and reporting back to me. For his time, this person charged $1050. He also bought 2 gallons of primer and paint for a total cost of $120 as he had recently painted my home and I wanted to make sure that I would be getting the same quality and color of paint. His total bill for services and paint/primer came to $1170. Additionally, the original bid called for the installation of 3 return vents. As it turned out, only two could be installed, yet I was charged the full amount of the original bid that was for 3 return vents. I have not yet been reimbursed for the site management fees and primer/paint nor the cost of the return vent and associated labor costs that were not necessary. During the seven days of repair, my home was in disarray and I had to cancel a party I had planned to have. I have been more than patient with this company in making the repairs needed, even though they had to continually be called back. They make promises about paying me what is owed, but do not follow through.

Desired Settlement: I expect a refund for $1170 plus the cost of the air vent and associated costs that were charged, but were not installed.

Business Response:

***** ******** we also paid her the full amount sheiks also happy With the resolution, the plumbing company and electricians had part in the damages too, we paid off the $1170 for the supervisor she hired and we are trying to collect from the other companies , but we paid her because we wanted her to be happy


Customer Review(s)

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Customer Reviews Summary

17 Customer Reviews on Elmer’s One Hour Air Conditioning
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