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:05/14/2025

  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.

  July 2015 I had a ******* HVAC system installed by one hour air with 10 year parts and labor. Since this system has been installed its been pure problems. I also had service contract with them for all these years every time 2x per year that paid for . They had to replace the coils once . Every time someone come out to service there has been a problem to fix which they fixed because of the 10 year warranty and labor contract I bought. Fast forward to last year November. Technician came out, did the service, no problem. I asked her to give me a quote for an air duct cleaning, she gave me a quote astronomical price off course, I told her thats too much, she left. Now the tech came out to my house 4/11/2025 for service, telling me the coils are leaking. Okay, whats the plan, he told me that the unit is still under warranty so they will get the part from ******* but I have to pay the labor cost for over $3000. I told him my contract includes labor cost for 10 years. His response was because you were told to clean the duct and you didnt you have to pay the cost of labor. I told him she never told me to clean anything I asked her for the quote because I wanted to get them cleaned , I had the ducts cleaned about 8 years ago. I paid for 10 years of labor and your telling me me that because I asked for a quote for air duct cleaning you want use that as a way to get out of the contract I paid for. One hour air is responsible to honor the contract I paid for, what was the point of paying over $9000 for a system 10 years ago, that i probably could have gotten for $4000 at the time.

  Business Response

  Date: 05/27/2025

  We have tried several times to contact client, they are not reposnding.

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23195162
  
  I am rejecting this response because: they only called to schedule maintenance service,not to address the issue with the coils. I cancelled my service with them and would like a refund for the all the payments they collected for service fee this year that was never done. 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 06/10/2025

  We refunded her the payments for club memberships, we also tried reaching out to her to take care of the issues with her system, but she didnt answer and then finally got back to us and went with a different company.

  Customer Answer

  Date: 06/13/2025

   
  Complaint: 23195162
  
  I am rejecting this response because: they never tried to call me until after the complaint was filed and yes  i went with another company to fix the problem that they should have done  because we had a policy to cover the charges but even with the policy they are charging us over $3000. So of course we find someone else and we did not have to pay a dime to have the coils replace. The unit is still under warranty and we have  10 year labor cost policy. Until august, so why were we charged over $3000 for repairs. They want to make it seem they called back the next but it was after I filed the complaint. So yes I cancel my membership with them. They service the unit twice per year  for almost  10 years if the ** unit was ever dusty or dirty they should  have told us and furthermore when the other company removed the coils they still looked brand new ,they were leaking had nothing to do with us., no dust on them.  Im glad I cancelled my membership, will never recommend them to anyone I know.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/12/2025

  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.

  On September 9, 2024 One Hour Air came out to replace a bad condenser motor ($1231.00). On Feb. 15, 2025 a neighbor informed me that my AC unit sounded very loud. After inspection I discovered one of the condenser fan blades was tearing apart. On February 17th Jamies Air Conditioning *** came out to replace the fan blade and I asked him to check the motor that was recently replaced. He looked up the motor for my unit and showed me that based on the fan pitch I needed an 825 rpm motor and One Hour Air had installed 1075 rpm motor which caused the fan to eventually come apart. They replaced the motor and fan blade $1080.00. I contacted the Company but have never received a reply. I have saved the motor and fan blade. I also have the invoice from ***** AC that states the wrong motor was installed. I could not upload it because the writing is light and would not scan properly.

  Business Response

  Date: 06/10/2025

  Called LM for client to call back, work was done last year.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23054536
  
  I am rejecting this response because: I never received a call back from 1 Hour Air. When the additional repairs were necessary, it was only a few months after they did their initial work. Also, they can look up the proper motor for my unit and see that the one they used, was much more powerful. I still have the motor and fan. I would be happy to talk with them. Show them the parts that they installed and can be available anytime. ************

  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 06/13/2025

  Called again, **, also texted.

  Customer Answer

  Date: 06/19/2025

   
  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:02/11/2025

  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.

  We purchased an Air Condition unit on May 18, 2020, 2.5 Ton Basic System with 10 Years warranty. Purchase Price $7,014.80. Since purchasing the unit we have had two service calls which revealed that the condenser was leaking that caused the unit not to blow cool air. The condenser was changed twice, and of course I was not charged for the condensers, but I was charged several hundred dollars for recharging the unit or replacing the gas. The unit again stopped cooling in 2024 and I called One Hour Air and scheduled a service call. It is somewhere around August or September 2024 that their repair Technicians start working on the unit, and each time they come up with a different reason why the unit is not cooling. One said the wiring shorted out and it affected the compressor. He said I needed a new compressor, but I have two choices: 1. they could do a temporary rewire which would allow it to work, and the cost would be $400 plus, or I could have the free replacement since the unit is still in warranty, but the work would be $1,200. I decided to go with the new compressor. Weeks later I called about the new compressor and they said it was back ordered. Weeks later I called again and told them I need action or I will be seeking help. They came to install a new compressor and said the unit was still not working with the new compressor and they left. I called weeks later and another Technician came out 12/23/2024 and decided that our building gas line was damaged and is causing water to get into the compressor, but since they cannot touch the building they could run a separate gas line and the cost would be $3,238.93. I told them I would need the *** approval and get back to them. The *** said they needed written proof that One Hour Air pressure tested the line to be sure the line was really damaged. I requested the proof on January 2, 2025 and I was told it would be prepared and sent to me. It is now February, I can't Rent or Sell the unit in its condition

  Business Response

  Date: 02/25/2025

  My Branch Manager ******* ******* has spoken to this customer over the phone and also emailed him. He is waiting for a response back. In regards to the line set, he is waiting for his HOA to get back to him to see. If they will allow him to run the line set on the outside of the house
  

  Customer Answer

  Date: 02/28/2025

   
  Better Business Bureau:
  
  Thank you so much for your help in getting to this point with One Hour Air.  One Hour Air has contacted me and sent an email confirming that the line was tested and is indeed damaged within the building walls.  I have submitted that information to the *** and I received their response saying the matter is being investigated and they will be in touch as soon as  possible.  At this point I would like to close the case against One Hour Air and give the *** time to do a thorough investigation.  Once again I thank you for your help.
  

  
  

• 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: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
  
  ******* *********

• Initial Complaint

  Date:01/12/2024

  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 "Club Membership" which was working out well for years even though we had numerous problems with this company including missing equipment, late service, missing codes for our thermostat and various other tricks to get more money for unneeded services. We were promised 2 service calls per year and when we called in June 2023 we were told they would call back to schedule, after numerous attempts to get our service done because they are so busy and short-handed. Contacted again in December 2023 and we were told its not their fault but our since the company is not responsible for scheduling its up to the customer now. They offered service but no refund from the summertime service ($90-). I asked to speak with a manager and was told one would reach out with 48 hours. After 4 days we had not received a call back from a manager so we called again and were told the message would be upgraded to urgent - Still no return call after 17 days and three attempts to speak with *******************, I was told they are very busy and they work in the "field", so its difficult for them to call customers back. Additionally I never received any notification that the service plan was going up by 25% which they alleged was sent out via an email. I spent over $15,000- on a complete new system and regret ever letting these people into my home and having any faith and trust in them. They are unethical, deceitful and will lie through their teeth to you. Their BBB grade speaks volumes of their company and I will make sure I spread my story to let as many people know about their crooked schemes.

  Business Response

  Date: 01/25/2024

  I have sent the remainder amount of the $200 to be refunded back to the client. 

  Customer Answer

  Date: 01/30/2024

   
  Complaint: 21128151
  
  I am rejecting this response because:

  A partial refund was issued not the full refund as they claim. 

  
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:12/11/2023

  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.

  10/05/23 at 5pm it was over 90 degrees in my house. I called One Hour as I had a service agreement with them. The tech showed up on time as scheduled on 10/06. He checked out my 7 year old unit and said a part needed to be replaced. The part was not currently in stock, but he would place a rush on the order. The tech returned with the part one week later. He also checked over my unit completely and said that my ducts should not have been repaired a couple years prior by One Hour Air as they were not in good enough condition. Also, he advised that the part he was sent was not the correct part It was off by one digit. I was quoted a price of $6000 for the correct part, wiring, ducts after a credit for my previous payment for the work that shouldnt have been done. The ducts were installed. However, four vent covers were not the correct size and would have to be installed later. Three separate appointments were made for this final step that were either rescheduled or no showed. On 12/2 the service techs arrive and put in the vents. This is after one has to leave at one point to go pick up some pieces they did not have on their vehicle. After installing the vents I have gaps on all four vents that need to be repaired. Once tech said to the other Oh well just have the drywall guy come out and fix that. I have plaster ceilings. On 11/13 I advised a rep from One Hour that I would not pay until the repairs were complete. On 12/1, the day prior to vents being installed, I received an invoice for $6000 being submitted to Ally Financing and a balance due by me of $1675.75. At this point I have lost all confidence in this organization. My credit is missing. The job is still not complete. I was ill and my cat died due to the lack of AC that I was assured would be taken care of quickly way back two months ago when this all started. I have called and left messages and urgent messages to speak with the branch manager with no response.

  Business Response

  Date: 02/26/2024

  Hi *********,

  Thank you for reaching out with your feedback. We take pride in our customer service and would love to get this situation handled for you as soon as possible. Please contact us at ********************************* so we can get this handled for you.

  Sincerely,

  One Hour Air Conditioning and Heating 

  Customer Answer

  Date: 02/26/2024

   
  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:12/06/2023

  Type:Billing 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 November 10th, ***************************************************************************************** regards to my AC. I had the company out the week prior as my AC was not cooling the house. The prior week when they came out they wanted to charge me $230 for a cleaning of the unit, however, I pay them a monthly fee to do a yearly cleaning, which they had not done. I explained to the tech I had not had my yearly cleaning and he still tried to charge me the $230. After some back and forth he finally agreed to do the cleaning which should have solved my problem. However, a week later, the same problem occurred so I called them to have someone come out. This time I was told it was the blower motor that needed replacing. The part was covered by warranty, however the service was $649 to complete. After researching and calling around to multiple other AC companies, the cost should have been between $250-450. I explained this to the tech who told me that mine was a level 7 and could not offer me an explanation of what that meant. After the job was completed I never received a receipt. I called that day to speak to a manager about the job and was told I would get a call back. A week goes by and I still hadnt received my receipt or spoke to the manager. I called again, finally getting the receipt. It has been 3 weeks and *** called numerous times and still no manager has called me. After reviewing the receipt, I saw I was charged twice for the service when it should have only been once since he replaced it that same day for the 1 part that was ordered. No one will return my calls or can provide an explanation as to why I was charged twice for the single unit part/service. Ive called the company every week for the last 3 weeks and keep getting told I will receive a call back that never happens.

  Business Response

  Date: 12/06/2023

  I spoke to this customer today regarding this issue. I did apologize it took a couple weeks to get back to her by phone call after reviewing the invoice. Yes there was a mistake by the technician and we refunded back half of the customers money.

• Initial Complaint

  Date:11/01/2023

  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.

  Oct. 10th tech from 1 hour ac came out he was late to begin with. Then the part that he replaced blew the very next day. It was the wrong part too strong for my ac. Had another company come out replaced part with the correct one ac is working great no problems there moto is always on time don't pay a dime still got charged.

  Business Response

  Date: 11/01/2023

  This location is not under our ownership.  Need to send to One Hour in that area.

  Customer Answer

  Date: 11/03/2023

  
  
  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,
  
  
  
  ***** *******