ComplaintsforOne Hour Air Conditioning and Heating

• Initial Complaint

  07/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted this company on March of 2021 to fix my air condition that it doesn’t cool. A representative came to my house and looked at my air condition on the roof and the inside the unit. She diagnosed couple of problems. 1) getting new part that prevent the water from freezing inside the furnace. 2) to change the pipe that leaks the gas that cool the air 3) to change the opening area that exist the warm air outside 4) to clean the air condition due to dust accumulated you in the years. 5) to check the motor 6) to check the thermostat The representative stated that she get my air condition running fine back again. On March 22 the company sent a certified technician. He installed a new Airport inside the furnace and he also taped and glue the old pipe that goes all the way outside the unit to the roof and charged me 1900 dollars. After 2month the AC is not cooling and leaking water from the unit to the living room that damaged my wood flooring. The

  

  Business response

  07/16/2021

  Mrs- J****** *****- I appreciate you bringing this to my attention- As we discussed on the phone I and our team tried to keep you comfortable and happy; but unfortunetly you are not. I do not agree with your description of the events- but you have your views/opinions- It is correct I came out to the home on 3/18/21 due to you advised you had a bad TXV. Per my inspection I found issues with the TXV, a freon leak at the refrigeration lines going to the condenser, and alot of maintenance issues-You hired us to address the items I have stated for the amount of apprx $1900, and you signed up for a maintenance program to save you some money -and to help address the maintenance you desperately needed. We did the stated items on 3/23/21- and we didnt hear anything from you until 6/18/21 when you stated the unit wasnt reaching the set temp- When we sent out a technician to see what the problem was - we found a filthy filter; which a picture was taken and emailed to you because you argued with my staff that wasnt the problem, also this visit was a chargable visit- but you refused to pay your bill. You then called on 6/25/21 which I spoke to you and you advised the unit isnt cooling even after you replaced the filter; and that the lights to the motor were on. I believe you reffered to the blower motor. We agreed to have you seen on 6/28/21- you advised that I should cover the repairs- because I inspected the system, and told you that the above items are the only things that were needed. During this conversation I advised if the issues have to do with the TXV, the repair to the refrigerent line repair; then yes it would be covered our labor and part warranty. But if its something new I.E motor or something else that we hadnt worked on you would be charged. Therefore your called on afternoon of the 25th and asked to be seen sooner -Our oncall technician came out 6/26th and found a faulty condensation pump- we didnt replace because there was a question if it was under our parts warranty- which it wasnt. I spoke to you again on the 28th of June- after you called and where very rude to our office staff, as well to the technicians #1, #2 on the first two visits- During our conversation I reiterated to you that I would not be giving warranty to any parts not related to the March repairs- I also asked you that I needed you to be calm and not lash out to new tech #3- that were here to help you, I am not in the business to upset any of our customers. On 6/28th tech #3 found that your condensation pump was full of sludge- due to the lack of maintenance -this is why you had water in that closet area- Tech #3 cleared the condensation line and cleared the pump- at no charge because I was trying to keep you happy- but this should have been a chargable visit.(2nd chargable visit) Tech #3 inspected the pressures of the freon and they are normal- he did mention you having poor airflow of the supply ducts- but it wasnt a bad condenser motor- most likly had to do with the ductwork. Few days ago you sent me a report from anothe HVAC co -confirming that you do have possible air leaks in the supply duct work for the entire home- and also they advising that because of your concerns you may need a condenser fan motor. - Again we never did anything to these items- and when you called on 6/30/21 and where once again very rude to one of our staff- demanding that we should be replacing the motor- because I gave your unit a clear bill of health 3 months prior. Your unit is older and the lack on your part to be responsible to do basic maintenance to it- IE replacing filters, having the pump cleared; will lead to items to fail. Therefore I am more then happy to help and replace the items that need to but you will be charged for them. Just because I did a repair in March that has nothing to do with the issues you are having in June- doesnt constitute me having to replace them for free. I.E the condensation pump, motors, or duct work. 

• Initial Complaint

  06/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Horrific experience. My A/C has been out since Monday 6/14. The earliest they could schedule an appointment was for Thursday 6/17 between 8 am-12 pm. I agreed. On Thursday at 830 AM, they called me and canceled my appointment the morning of. They told me they could not get out until the following Monday now (6/21). It is 95 degrees inside my house and 115 degrees outside. I am absolutely livid and so disappointed with this company.

  

  Business response

  07/16/2021

  Mr. ******** I can understand how frustrated you must of felt when the CSR called to reschedule your appt. The CSR did apologize during that phone call for any inconvinience and also instructed that you had the option to work with another vendor/co. that was under your home insurance network; for sooner service.  For the above I agree you had the right right to be frustrated with us. BUT I do not agree with the aggressive and insulting manner in which you spoke to our CSR- Sir, you have no right to lash out and use obscene language to our CSR' /Team members , or in general to a person in the service industry who is just doing their job and trying their best to help.  

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