Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/25/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a problem with my AC unit in 2022 . One hour air sent a salesman/technician to diagnose. The technician stated I needed anew unit. I told him money was no object that the old one was not energy efficient anyway and needed a new system that would matchthe square footage of my house. One hour air installed a unit for a 1600 ft. house. My house is 2400 ft.. They made several attempts to move ducting and created, more issues. They discovered the unit they put in was defective and was out six separate occasions to try to fix the situation. The air-conditioning unit never shuts off and my electric bill has doubled since the installation. I need them to install the right size unit. They guarantee 100% customer satisfaction, but has not done that. . I called several occasions they sent technicians but we still have the problem after three months. The unit just isnt large enough for the house. It should be minimum 3.5 ton. I contacted the city of Naples code enforcement and they told me that they had problems with them. Permit was never pulled for the unit. If had, they wouldve realized it was the wrong size unit for the square footage of the house. I need my unit replaced. There is mold on my ceiling and I would not be able to sell the house now if I wanted to. this is ruined my property value. When I initially had it installed, I had heart issues. I called them numerous times to rectify the situation, but they just kept putting itoff. Theyve been through a lot of changes in the branch due to people getting scammed. The person that sold me, the unit initially has been fired for that reason as well as the branch manager. But they still will not live up to their 100% satisfaction guarantee promise by getting me the unit that in my home. I even told them I would pay the difference. I just need it resolved.

  

  Business Response

  Date: 08/29/2025

  One Hour Air removed a 3 Ton system and installed a 3 Ton system. 
  
  We have been compliant with the customer and have sent technicians over to the residence when he calls about his issue. 
  
  One of our Senior Technicians checked a few other homes in the community that are the same model and verified that those homes also have 3 Ton systems. 
  
  We are willing to meet with the customer to discuss the price difference in upsizing the ** equipment and also the additional cost to upsize portions of the current duct system to be compliant with the larger ** equipment. 
  

• Initial Complaint

  Date:07/11/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  One Hour Air came to gve us an estimate on our ** 5/26/25. The technician advised what we needed to get the ** fix. The cost of the repair was going to be around $2300. Unfortunely my husband's credit did not go through. The tech was supposed to email me an application along with the estimate, which we never received. I called customer service for 3 concecutive days to try to get some assistance and left few messages. We called another company on May 29, 2025 and we got our Air fixed for one third of what One Hour Air was charging us. I finally received a call 6/6/25 from a ******** ***** form One Hour Air and apologized about how customer service did not handle my concerns. She offered to refund the $99.00 fee we were charged. She stated that we shoudl receive the refund withing a week. I talked to her few times and left few message and we ares still waitng for the refund. One hour Air conditioning and heating have very poor customer service. They don't follow through with what they promised. ******** was very nice when she called but now is been almost a month with no results on their part with the refund. I am glad I was smart enough to call another company to get my Air fixed. Thank you for taking the time to read my concerns. Its very frustated to deal with business like One Hour Air.

  

  Business Response

  Date: 07/14/2025

  Good morning, we are so sorry to hear about your bad experience with One Hour Naples.

  This is definitely not the experience we want for our customers in our branch.

  We apologize about this incident.

  We are working towards a better communication from our *********** to the Office right now with our Marketing team.

  The refund was issued on 6/25/25 by check.

  Please wait for the check refund and allow the appropriate number of days for the check to arrive from our corporate offices to your home.

  Please see attached refund information.

  Thank you!

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** ****** *****

• Initial Complaint

  Date:10/07/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called for the $99 diagnostic on 10/4/22, had my 74 y/o father in law there waiting when the tech arrived. NO WORK WAS AUTHORIZED-JUST A DIAGNOSTIC. Instead of calling the homeowner (me), the tech instead went to my father in law. Told him 2 parts, a condenser and a set of contacts needed changing. I looked up the exact parts- total of $70, plus 30 minutes labor.Total bill was $647!!! AND, they signed him up for a recurring charge of $199 annually. I have reported them to the ** for Price gouging and Exploitation of the elderly.In my opinion, this company is a SHAM! If I were you, I'd stay FAR away.Company REFUSES to return my repeated calls.ZERO STARS is too many!

  

  Business Response

  Date: 10/06/2022

  We are sorry to hear about your experience, but I believe you have the wrong location, we are in *********, **.

  

  Business Response

  Date: 10/14/2022

  One Hour Air did run a 99 dollar service call at **************************** home. After the system was diagnosed, we quoted a price of the following. 

  647 dollars for the service call, 2 times a year maintenance, one capacitor, and one contactor. The customer at the house wanted the ac fixed and paid with a credit card. The 199 maintenance is not recurring. It can be canceled any time. The maintenance also came with discounts for the service call and parts that were applied to the quote. The prices quoted were right out of the price book that was printed in June. The pricing is standard for the industry. 

  If *********************** does not want the maintenances, we will refund the portion we have not completed. This would be 99 dollars

  I spoke to ***********************. I offered to send the same technician to his home to reinstall his broken parts and refund his money. He said he wanted us to wait until the weekend so he would have time to order them online. I told him if he wanted a refund One Hour air would need to return his broken parts that day. He said that he did not want to leave the home with a broken ac unit. 

  Thank you

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

  One Hour Air ****** 

  Operations Manager