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Business Profile

Heating and Air Conditioning

One Hour Heating & Air Conditioning
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BBB Accredited BusinessA+Rated by BBB

Complaints

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

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    • Initial Complaint

      Date:06/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      On 6/22/24 Our air conditioning unit went up. So I filed a work order on the app. I talked with a ****** she managed to get me an appointment on Sunday morning. The tech arrived around 1130...*** looked over the unit. He stated that it maybe a manufacturing problem. He comes back a few days later and says that we have a terrible leak. It won't hold any antifreeze. So *** leaves and writes up his notes. I then called the company of business. To see when will they be able to order parts and set up a appointment to get this fix quickly. I spoke with ***** and she claim she was going to call me back. I'm still waiting for the call. However I spoke with **** on 6/24/24 she was the very first person I spoke with regarding this situation.. She never called me back either. I feel like this company is giving me the run around. So today I called and I'm talking to a new person and she doesn't have clue about anything. As I'm talking to her she asked if I could hold on, She comes back on the line to tell **** will be calling me. **** was beeping in while I was talking. After speaking to **** she tells me the part as been ordered. She told me she would call me back today to see when the part will be available. I called at 4 today it's now 430...no call back. I explained to her I have health issues and I cant be hot. This whole situation is just a mess. I called the General manager ** ****** this morning around 930...I left a message, no call back. They are very short of staff and everyone quit from the Dover site. So they actually have one person covering. How do you run a business with one person? I would like a refund of 195.00 since the problem wasn't fixed. Our unit is under warranty so we want it fixed.

      Business Response

      Date: 07/01/2024

      Thank you for reaching out and sharing your experience. We sincerely apologize for the inconvenience and frustration you have encountered. We take Any concerns seriously and aim to address them promptly .We are not short staffed; we have 2 offices, one in
      Wilmington and one in Dover .  I have
      techs working from both office’s all over Delaware, and surrounding areas  it is the summer time, and
      this is all of the hvac company’s busy time
      Regarding your request for a refund of $195.00, that was for
      freon which is not covered under any of the warranties
         Your unit was
      installed on 12/31/2022  
          You have a 10 yrs.
      Parts warranty 
         You Had a 1 yr.
      labor warranty
       Repair part is covered   no charge $0.00

      There will be a labor Cost to install new part 

      Customer Answer

      Date: 07/02/2024

      Better Business Bureau:


      I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
      **In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

      HelloI'm refusing the company's offer because I feel like this whole process spun out of control very quickly. If the general manager would of reach out to me. We probably wouldn't be in this position. Communication is the key. Instead my message fell on death ears. However I due have some questions:1. Why didn't the technician check for any leaks the same day?2. Why didn't I get a call back regarding the part coming in on that Friday?3. Why didn't Mr. ****** reach out to me regarding this situation?4. How come I wasn't offered the warranty again before it expired?Instead I was placed in awkward position. I was forced to file a complaint with the BBB. This would be the only way I could get results properly,and to make matters worse. I had to communicate with *** P because no one else would communicate. Now if we're able to negotiate I may consider the offer. This will be up to you Mr. ******.My response:Our unit had some issues so I was in panic mode trying to get this resolved quickly. I was sick and had a headache I couldn't shake the headache off, So I went to a friend's house to stay. It was hot and I wasn't able to stay in my home. This was an inconvenience for myself and my family. I have severe health issues so I was definitely put in harms way. I explained this to a few of the ladies in the office. After I explained this to Tony that's when she hurried up and followed up. I hope this never happens to any other person. Also *** P stated that he thinks it could be a manufacturing issue with unit. So if that's the case why I am paying to get it fixed?  Now I am aware of the warranty I have on the unit. But I need you to help me understand why we're you going to charge me 1900.00? This unit is less than 2 years old. I don't think I should pay that amount for something that is that young. This unit was over 10,000. dollars. We purchased this on Dec 31, 2022, and to top it off Mr. ****** you should of been the one communicating all this to me. Instead I had a conversation with Mr. ******** he was the middle man, that was not his responsibility to do that, you put him in a awkward position. But I would like to thank J.P for taking the lead. Now if we can come up with a fair price. I would be more than happy to move forward. If you can meet me in the middle I would greatly appreciated.  This should be a learned lesson for everyone. If we're all adults let's conduct ourselves in that fashion. Please let me know  what your thoughts are regarding the price of labor. I don't want any surprises. Say what you have to say and mean what you say. Nothing more...Nothing less...Hopefully we can resolve this in a timely fashion. Thanks for taking the time to read this email. Best Regards,


      Regards,
      Complaint ID: 21912438
       


       
       

      Business Response

      Date: 07/11/2024

      Dear   *********  ***** 
      I hope this message finds you well. I want to start by expressing my sincere apologies for the inconvenience and frustration this situation has caused you. Your feedback is important to us, and we are committed to resolving this matter to your satisfaction.
      I understand your concerns regarding the repair cost of $1900. To help alleviate your frustration and as a gesture of goodwill, I am pleased to offer the following adjustments:
      Initial Cost Reduction:
      We will subtract $195 from the original repair cost, bringing the amount to $1705.
      Manager  Discount: From ** ******
      Furthermore, we will take off an additional $500 from the adjusted cost.
      This brings the total repair cost down to $1205.
      I hope this revised amount reflects our commitment to providing fair and reasonable service. Your satisfaction is our priority, and we want to ensure you feel valued as our customer.
      Please let me know if this adjusted cost is acceptable to you, and we can proceed with the necessary repairs. If you have any further questions or concerns, feel free to reach out to me directly.
      Thank you for your understanding and patience.
      Best regards,

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