Business Profile

Air Conditioning Contractors

One Hour Air Conditioning & Heating

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

24 total complaints in the last 3 years.
23 complaints closed in the last 12 months.

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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:12/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On two separate occasions, I've had scheduled appointments and NO technician has shown up. They technician either canceled the appointment with out notice or the call center never actually booked the appointment at the time over the phone.I've been without heat or AC for nearly 2 weeks now and have lost 2 days worth of work leaving early due to meeting a technician at the house that never showed up. The most recent incident was today(12/5/24)
Business Response
Date: 01/06/2025
We apologize for any inconvenience and have issued the refund.
Initial Complaint
Date:12/02/2024
Type:Product 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.
July 2024 and August 2024 unauthorized charges were made. Totaling $40.00. Ive spoken to ****** July 23, 2024 requesting refund of $20 for unauthorized charge-no reply from that number previously used to communicate. Again, using same number previously used to communicate (I have saved conversations) on July 25, 2024 I reached out again to ***** and ******* about $20. unauthorized charge & requested refund. No reply even though previous conversations from this number -remain saved **************. August 2024 I receive another unauthorized charge of $20 and I contact them again. I also call *****************. I shared my request and was assured the Branch Mgr would receive my request that I should receive a refund in a few weeks. For July 24 and August 24 $40 unauthorized charges. I have a **** ****** documented as contact at **************. Spoke to Shianna at *****************. I have spoken to One Hour Heating weeks ago and was told the refund had been approved, but I have not received a $40 refund. I have sent via text messages verification from my bank statement of these charges. Using each one the same numbers that Ive been previously used for communication between one hour heating and air and me. Ive texted ******* @ +1 ************** numerous request for refund and 10/22/24 I sent proof of these charges From July and August 2024 on my bank statements. To each number that I have previously communicated with One Hour Heating And Air. Ive begged pleaded, have been told 3 times on the phone the refund for unauthorized charges is approved and I will get the $40 refund. Ive not received anything yet.
Business Response
Date: 12/17/2024
We spoke with the client on 12.16.2024 and will be issuing the $40 refund that was requested.
Customer Answer
Date: 01/10/2025

Complaint: 22622849

One hour has not refunded my $40. And I would like to file another claim exactly like the first one.
Business Response
Date: 07/15/2025
We tried reaching out to you. Please reach out so we can resolve.
Initial Complaint
Date:11/01/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The alleged technician, ***** *******, collected $200 on 10/14/24 and I did not receive any service.
Business Response
Date: 11/08/2024
We have tried reaching out to client, no answer and then hangs up.
Initial Complaint
Date:10/25/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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.
On 10/22/24 I called One Hour Air Conditioning & Heating because our Air Conditioner wasn't working. They sent our a technician who was not trained in how Air Conditioners work. I know this because he said the compressor was broken and we needed a new AC unit and left. We had a second company come the next day who said we had a minor leak, they put in Freon with a seal and it works great. So I called the company to request a reduced rate. I didn't feel like we should have to pay $150 for someone not trained in Air Conditioners. The owner/manager never called me back. So we paid $150 expecting to have a trained AC technician come to our home and they did not send that to us. It could have been anyone off the street who came because they were 100% wrong in their diagnosis. Any trained AC tech should know about *****. Also their website - ************************* does not work so I'm not sure if this is some type of scam where they advertise on ******** you call them, they send someone dressed as a technician and take your money. I'm leaning towards that conclusion.Update: I called a 2nd time before submitting this to get a resolution. No one called me back a 2nd time.
Business Response
Date: 11/06/2024
We understand your frustration. We are in the process of refunding the $149 back to you.
Customer Answer
Date: 11/22/2024

Complaint: 22473533

I am rejecting this response because:
I just saw an email saying the complaint is closed and on 11/6 the company agreed to refund me within 10 days. They have not refunded me.
Sincerely,

**** **********
Customer Answer
Date: 12/05/2024

Complaint: 22473533

I am rejecting this response because: through this process they said they would refund me but they have NOT refunded me.

Sincerely,

**** **********
Customer Answer
Date: 01/30/2025

Complaint: 22473533

I am rejecting this response because:
They never refunded me, I had to go to the credit card company. They are still investigating the issues because the business did not take ownership of the situation.

Sincerely,

**** **********
Business Response
Date: 07/15/2025
We tried reaching out to you. Please reach out so we can resolve.
Customer Answer
Date: 07/16/2025

Complaint: 22473533

I am rejecting this response because: they never reached out to me. I have not received any communication via text, email or phone.

Sincerely,

**** **********
Business Response
Date: 07/24/2025
Hello,
I am having my Clearwater Branch Manager reach out to you today 7/24/2025 and he will process the full refund, sorry for the inconvenince.
Customer Answer
Date: 07/24/2025

Complaint: 22473533

I am rejecting this response because: they never called. This is like the 5th time they said they would call and they never do. They are lying to the BBB. I think they are hoping I will drop this and if they say they will call and they dont then eventually I will miss the message and you will close this issue.

Sincerely,

**** **********
Initial Complaint
Date:10/21/2024
Type:Service or Repair Issues
Status:
UnresolvedMore 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 arranged for my ac to be serviced after the hurricane. It wasn't working. I arranged an appointment with one hour air. They provided a time window of ********* on Monday oct 14. Their website clearly outlines their guarantee - they will arrive within the time window booked, or the service call is free. Theydidn't arrive.. At 1156, I called them to ask where they were, and was told they were running late. They arrived at 1430. The didn't fix my AC, but sabotaged it - leaving the cap off the outside until causing all my freon to esacpe. They refused to honor their guarantee. I called a different company who fixed my ac the next day. I would like my $49 refunded. Screenshots of their guarentee, my appointment window and the text from technician when they actually arrived are attached. 4 calls to one hour air office, manager and regional mgr have been unretured. They tried to sell me a new AC system for $15,000 saying mine couldn't be fixed. The next day, a tech from another company found no issues other than a cap outside that had been removed (by one hour) and no freon in my system. I paid $600 for new freon and the system is fine. One hour sabotaged my system, and tried to ***** me. (The replacement cost from the other company was $5000 which I requested for my personal info only). Please help stop one hour air from doing this to someone else!
Business Response
Date: 11/05/2024
Spoke with the client and are complying with the desired resolution of issuing an refund.
Customer Answer
Date: 11/09/2024

Complaint: 22444709

I am rejecting this response because:
They did not speak with me - I called them 3 times, and waited 48hrs between phone calls (as per their call center policy) for a response from this '*******' person, who claims to be the manager. He did not return any of my calls. This person finally sent a one line email saying they would process a refund and it would take 'a couple' of days. It has been 5 days, and no refund has been received, or showing as pending on my credit card. They did not appologize, and did not recognize how much effort was required on my part to get them to honor the policy they advertise on the website, and on TV.
My issue with this company not honoring their policy continues, and is unresolved.

Sincerely,

***** *******
Business Response
Date: 11/19/2024
The customer requested to cancel their membership and we honored the request. They were billed by mistake after the cancellation and we removed their payment type from our system. We also refunded that money back to the card that was used. We attempted to contact the customer again to see what we could do to satisfy them with negative results.
Customer Answer
Date: 11/26/2024

Complaint: 22444709

I am rejecting this response because:
This issue is NOT about my reoccuring monthly payment of $20!. I cancelled my agreement with One Hour Air due to their incompitence and my inablitiy to communicate with '*******' resolve service issues. The terms of me agreement clearly state that I can cancel at any time. I did cancel. One Hour Air did not charge any further monthly payments once I cancelled. The information '*******' is reffering to in this response is completely eroneous. The never charged me $20 in November, and I never contacted them about this issue.
My issue is, and always has been, that they did not honor their service agreement "Always on Time, or you don't pay a dime". They were scheduled to arrive at my condo between *********, and did not arrive, nor did they call. I called them at 1156am to inquire where they were, and was told they were late. The actually arrived after 1400pm (My originaly complain contained screen shots of my appointment window, their text when they arrived, and the website stating the policy of no charge if they were late.)
On Nov 11, I received this email from '*******':
QUOTE:
******* Melione<*********************************************************>
To:************************************;**** *****

Tue 2024-11-05 11:12 AM

I just want to inform you your $49 refund has been submitted. Please allow a couple days to process
END QUOTE.
No refund has ever been processed. I contact **** yesterday, Nov 25, and they confirmed that there has been NO REFUND applied to my **** from One Hour Air.
I don't know where this '*******' person is getting his information, but it is clearly false. They have not refunded the money, even though they have told BBB on numerous responses that they have. I have never experienced this type of thing before when a (supposed) manager lies repeatedly to both customers and ********************.
In summary, no refund has ever been credited. The statement from ******* is false. My issue is still on going, and I request (again) to receive a refund applied to my **** card immediately.
***** *******
Business Response
Date: 07/15/2025
We tried reaching out to you. Please reach out so we can resolve.
Customer Answer
Date: 07/16/2025

Complaint: 22444709

I am rejecting this response because: The complain was initiated in Oct 2024. It is now July 2025. A 9 month gap between my initial request for resolution and the most current response. They would not return my calls, nor return my emails. Whomever is responsible for Onehour's relationship with BBB is lying. ******* wouldn't return my calls, **** wouldn't return my calls. ************ advertises "Always on time, or you don't pay a dime". Nobody at the call center knows, or acknowledges this. IT IS YOU SLOGAN!!!! Check you own website, it is plastered all over it. Yet you do not honor your promise.
************ was impossible to deal with. They ignored all of my requests for resolution. The would not respond to texts, phone calls, messages I left with the answering service or emails. Nothing. They purposely drained my AC of freon, then attempted to charge me an excessive amount to refill. They quoted replacement parts over 400% more than my former (and once again, current) ********** quoted. I will never deal with this company again, and I take every opportunity to tell my neighbors, owners, and friends how terrible and unprofessional this company is.
Business Response
Date: 07/17/2025
I am sorry for the lack of response, the Branch Manager will be processing this refund today, you will recieve your $49 back within 3-5 business days. Thank you.
Customer Answer
Date: 07/25/2025

Complaint: 22444709

I am rejecting this response because: It has been 8 calendar days, 7 business days since your response and promise of a refund to my credit card withing 3-5 business days. No such refund has been issued. ************ continues to lie and claim false resolutions to this issue.
Please provide documentation of the refund that you claim to have issued, as my bank and my credit card show no details of such.
***** *******
Initial Complaint
Date:10/18/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In October ***************************** regard to issues with our new 4-ton A/C unit; the two back bedrooms are hotter than the rest of the house. Our home warranty would not cover the unit under the Extended Warranty even though we attempted to get assistance. The sales *** with One Hour came out and indicated that based on the size of our mobile home the 4-ton is too small and that we needed to be upgraded to a 5-ton. Since October 2023 we continue to experience same issues despite the ***eated service calls over the last year. We must keep the portable A/C units running in the two back rooms because the new unit is still not performing. We have called One Hour and left numerous messages for the District Managers and/or Regional Managers to contact us but they have failed to do so. One of the managers even stated that they would compensate us but never disclosed that that meant. It appears that since they have been paid they are done and have nothing to worry about.
Business Response
Date: 11/19/2024
We have spoken with the client and are working a resolution that satisfies him.
Customer Answer
Date: 11/20/2024

Complaint: 22436186

I am rejecting this response because: the company has not contacted us at all. We have not received any phone calls, emails or letters from them.

Sincerely,

***** ******
Business Response
Date: 07/15/2025
We tried reaching out to you. Please reach out so we can resolve.
Customer Answer
Date: 07/16/2025

Complaint: 22436186

I am rejecting this response because: they keep saying they have attempted to contact us, but they have not. Either they are dialing the number completing wrong or they are lying. Our contact numbers are ************ or ************; we have voicemail, and they have never left us a voicemail either.

Sincerely,

***** ******
Business Response
Date: 07/18/2025
Branch manager submitting refund and also sending tech out to look at further problems.
Customer Answer
Date: 07/21/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that is a beginning to a resolution to our situation. After they come out we will determine what the next steps are. The refund is only for an overcharge for the return that was installed that we should not have been charged for; it is only $538.00. The actual cost of the ** until $14,000 which is what this complaint is about.

Sincerely,

***** ******
Initial Complaint
Date:10/17/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased a new system in January 2022 for which i paid $17,000.00 for. Over the last year and a half I have had numerous service calls to fix various issues with the unit and problems still exist. To top it off I made a service appointment on 10/14/2024 for them to come here on 10/16/2024 between 12 and 4 because the unit was not working properly. I shuffled my work schedule around to be home only to receive an email at 1:40 that no one is coming today. Called and spoke to a manager and he just said call him when I know what day I will be home to reschedule but due to my current schedule it may be weeks before I can do so. I am at the point now I want the unit replaced because apparently there is a problem with the unit and it doesn't seem to get fixed when anyone comes out here. Hoping you can push them into replacing the system because there is no reason I should have to keep resetting the system and vacuum water out of the tray at the bottom of the indoor unit. To me doesnt make sense to have to do this on a system that not even 2 years old. Feel free to see if you can pull the service records to see the amount of times these people have been here. If need be I can go back through old emails and text messages (if I saved them) to provide you with more information.I thank you for your time
Business Response
Date: 11/06/2024
After speaking with the customer, we went out to the home on **********. Our technician diagnosed the **** system and made the repair to satisfy the customer.
Customer Answer
Date: 11/06/2024

Complaint: 22431264

I am rejecting this response because:
Will be happy when the system actually works correctly for a while. One Hour was here numerous times to fix the problems but problems still existed. They will be here next week to fix some other problems with the **** league install. If systems doesnt give me any problems for a few months I may be satisfied. Overall experience has just soured me and not sure I will ever be happy regardless of what they do. I would not recommend them to anyone to address AC issues

Sincerely,

****** ***********
Business Response
Date: 11/08/2024
We called customer, set up an appointment for 11/11/2024 to resolve.
Initial Complaint
Date:10/01/2024
Type:Order 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.
Paid for 2 surge protectors only recieved 1.Called One hour air over a dozen times. No response. Would like a return of $374.22.thanks for your help
Business Response
Date: 11/05/2024
Spoke with the client today. Going out tomorrow to install the other surge protector.
Customer Answer
Date: 11/07/2024

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:08/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We purchased a new hvac in 2019. Every year we have been having issue after issue. And it takes forever for them to fix it. Overcharged us because they didnt put on our account our extra warranty until I was able to finally have them find it. We get 2 service checks a year (because they said that would help our issues) as well as gotten all the litter extras they said we needed for mold, and helping our drain pain not overflow. Just had a service done May 2024 for our drain pain to be overflowing. (If they did the service correctly this would not of happened) called and they said if they came out same day since it was after hours we would have to pay $120 even tho its their mistake. Next day $50. We asked to speak with the supervisor on august 6th and still have not received a call. Our garage ceiling is still leaking because of this. With damage being done to our ceiling. We have had this issue happen twice before this. So this is the 3rd time. We were told by the worker we had to have the bi annual checkups, the crud ****** or duster I cant remember the name, and the newest uv lights for this not to happen and its still happening.. even after they were supposed to clean it all out in May.
Business Response
Date: 06/10/2025
Completed.
Initial Complaint
Date:06/18/2024
Type:Order 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.
Paid these guys over $3K for a new coil, plus $900 for a new vent plus a new duct to the vent. ($3900 total cost) New coil came with a one year warranty. Company came back less than 5 months later for semi-annual service appt and found that I already needed 2 lbs of refrigerant (which I had to pay for)! Came back again 6 months later for semi annual service, and I'm low on refrigerant again! In May they checked the coil with dye and it's leaking. ****, the manager, is refusing to honor the coil warranty, even though I'm still within the one year time frame.I sent 2 emails to the email address provided by the owner of the company in their response to my ****** review ********************************** and both emails bounced back to me as undeliverable. I then left a message using the contact us form on their website, and I also called the telephone number provided by ****** and left a voicemail message. It's been almost a month, and nobody from the company has responded.I have a 95 year old woman that lives with me full time so for us, having a working HVAC system is a requirement, it is not a luxury. I have lived in ******* for 24 years and I have never had such a bad experience with any other HVAC company.
Business Response
Date: 06/10/2025
Completed.
Customer Answer
Date: 06/10/2025
Agreed

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

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One Hour Air Conditioning & Heating is NOT a BBB Accredited Business.