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:07/03/2023

  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.

  I purchased and paid for the installation of 2 new a/c units, both 3 ton units and supposed to come with new breakers, ** insulation, and hurricane pads. During the installation the breakers were not changed, the ** installation was not installed, and the installer left a large hole in the ceiling causing air to leak out. I was informed that they never pulled permits with the county, and never got a *** form. I called to ask about this and was scheduled for a technician to bring the *** to sign. I took the day off work to be available and the tech never showed up. I called back and was told no one scheduled the appointment. We rescheduled for another day, which I left work early due to their 4 hour windows, the *** was signed. They called and said I needed a pre-inspection by then prior to the county looking at it so we scheduled a day and a 4 hour window. I left work early to be available. The tech showed up 1 hour later than the end of the window. He was not able to do anything that needed to be fixed due to lack of materials. The company another tech out to make the repairs and rework so that the county will approve the work. I was notified that the county was coming to inspect and the window would be 8-5 so I took another day off work. At 4pm I called and spoke with the companies permit manager who told me I was never scheduled and they do not have a *** on file. I informed him I was currently looking at it on the countys website and it was filed weeks ago. I was told he would call back shortly to discuss but he never returned the call. This has been a strain on me for the entirety of this process. I have missed several days of work for this only to have nothing resolved.

  Business Response

  Date: 07/18/2023

  All inspections have been completed.  See attached.

   

  Customer Answer

  Date: 07/23/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:06/20/2023

  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.

  I terminated a Service Plan with ONE HOUR AIR CONDITION ***** ** on June 6, 2023. I did this via phone. Upon checking my credit card account, I observe that I was billed $23 on June 5, and $23 on June 6. Upon calling the company to report this apparent double billing, I was promised that someone from the account office will call me to rectify this situation. Despite making repeated calls (possibly 4), I have not received a call from anyone in the accounts office.I am enlisting your help in getting my $23 refund. Jun 05, 2023ONE HOUR AIR CONDITION ***** **$23.00Jun 06, 2023ONE HOUR AIR CONDITION ***** **$23.00

  Business Response

  Date: 06/23/2023

  The client gave us very little time to be able to contact him before contacting BBB. The client had an active membership with us. Our billing program has been dealing with some glitches and was not properly charging a select few account's every month, like it was supposed to. Some of these clients payments were stuck in the system which had been automatically ran through for the month of June, why he has seen a double charge. Our records show the client has not paid a monthly fee since February. As I can see this is not really any of their concern and it was inconvenient for them to be double charged. We have successfully given them a refund for one of the charges as requested. We apologize to the client for any inconvenience this may have caused.

• Initial Complaint

  Date:06/14/2023

  Type:Billing 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.

  I had a Chat Room discussion/posting with an employee at One Hour Air Conditioning on 9 June 2023 around 11:20 am and expressed my complaint as follows: On 8 June 2023, a company technician performed a $79 AC Tune Up at our home. The technician said the genteq D147086p33 capacitor (440 VAC 30uf 7.5uf +- 6%) is out of range. Charged me a flat total rate of $224.00 for a new capacitor which he installed. He did not declare the parts and labor costs as is conventional standard practice. I am extremely disappointed on the excessive $224.00 price in addition to the $79 AC Tune Up cost. A total price of $303 for less than one hour service is not reasonable. What is the technician's hourly rate? Throughout the internet product searches, an equivalent genteq capacitor varies in price between $15 - $20 or so. If it is true that an equivalent genteq capacitor does cost approximately $20, then I have been excessively overcharged for a routine parts replacement on the order of **** times the parts cost. I understand labor cost is involved but it was probably 5 minutes of labor time. I am requesting a detailed explanation and appropriate and reasonable dollar refund payment. The employee wrote the following response to me in the Chat Room: "We will investigate the situation and address your concerns promptly. We appreciate your feedback and will work to ensure customer satisfaction." Still awaiting a response and resolution.

  Business Response

  Date: 06/15/2023

  This is not our customer.  This customer is under a location we do not own.

  Customer Answer

  Date: 06/16/2023

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

  My intent from the outset was to have my complaint directed to the ****** business location for One Hour Air Conditioning and Heating, but for some reason it was received by the ***** office. 

  Accordingly, I am closing this complaint and will open a new complaint directed to the ****** business location.  

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

• Initial Complaint

  Date:06/08/2023

  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.

  This company provided a service on November 25, 2022. The total amount for the service was almost $900. I agreed to pay half until the rest of the service was provided. One hour Air reported that they needed a part from the manufacturer and would not be available for a few weeks. The part was apparently ordered on their end. So I paid $500, and would pay the rest when the service was complete. Two weeks later they came out and reported they still did not have the part. While there they checked for a leak and reported there was not leak. During this time, one of the two ** units was not on due to the part missing that was ordered. After two months, there was still not part. I requested that they allow us to borrow a part due to not having ** on one side of the home. They allowed us to borrow a part until our part came in. While borrowing the part, our ** was still not functioning correctly. We called again for service in January 2023. They still did not have the part. They checked the ** and could not explain why the ** was not working correctly even though we had the part that was supposedly causing the issue. They suggested there was another part that *** be causing the issue and provided the service as well as providing the missing part. When the technician came to collect the payment, they said the full amount owed and that only $90 was charged on 11/25/23. We paid the full amount of $900. After pulling bank statements we saw the charge for $500 on 11/25/23. We contacted the company 3 times now to resolve this issue and get a refund of $500. I even spoke to the branch manager, ***************************** twice and reported they were taking care of the issues and refunding the account. On two occasions, the bank showed $500 pending and then it would disappear and not refund into the account. I would like this issue resolved by having the refund of $500 immediately processed. And a full report of all charges made and paid.

  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

• Initial Complaint

  Date:06/06/2023

  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 have been using the ******* One Hour Air Gladiator package since Feb 17, 2021.I pay $23.97/month for several services including: 1. Annual Dryer Vent cleaning 2. 3-year warranty on recommended repairs 3. Scheduled maintenance, which includes inspection of the compressor unit located on my roof.Since my last service appointment on October 10th, 2022, I have paid One Hour Air $143.82 in membership fees in exchange for the above services.One Hour Air has failed to satisfy the terms of this Gladiator package.1. I have asked about the annual vent drying- the techs either plead ignorance or claim a manger will contact me. Never has anyone contacted me about this 2. I paid to have a $175 contactor on my unit replaced. Within 14-months, the contactor they supplied failed and I had to pay a large service fee for them to replace the poor quality contactor they supplied 3. The ** techs DO NOT complete the whole inspection and maintenance. On October 10th, 2023, the tech refused to request a ladder tall enough to reach my roof and refused to inspect my compressor. I complained and no management ever gets in contact with me. I tried to cancel the package but they never cancelled it. I didn't notice until April 2023, when they scheduled me for service. When I saw they were sending the same tech, I refused the service and insisted they refund me the 6-months of fees I paid since my last pre-paid maintenance appointment. No manager has ever contacted to explain why they don't complete the inspection or how we can resolve this issue. I used them multiple times, and have forgiven many problems with their service, but when they stop doing their job or stop communicating - then no one should use this company.I am requesting that the company refunds the 6-months of Gladiator membership fees as One Hour Air did not hold-up their side of the agreement. This totals $143.82. They have made no effort to resolve this issue.

  Business Response

  Date: 02/20/2024

  Dear ********,

  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.

  Thank you,

  One Hour Air Conditioning and Heating of *****

• Initial Complaint

  Date:05/30/2023

  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.

  On 4-18-23 One Hour technicians came to install a new 4 ton compressor unit and matching air handler located in the attic based on an agreement I signed on 4-17-23 for work totaling $13,484. To include disposal of old unit, new install, parts, labor, mechanical permit, and a **************************************************** great detail that it was transferable should I sell my home A copy of the third party agreement proved to be non-transferable even though One Hour states they will stand by it. The install is incomplete and thus far has had one large water leak from the unit not being tilted towards the drain. The water saturated some drywall, a technician went through a piece of my garage roof (10" X 12") and they have been called back 3 times for air leaks on the plenum and rebuilt the discharge side using hose rather then duct board. The outstanding issues that I cannot seem to get resolved, are the air leaking plenum and the vibration from the unit shaking the house, which has cracked the ceiling in the garage. Additionally I have never seen a permit or had an inspector come out to the job. I was told the job was closed by the maintenance manager. After meeting with Maintenance Manager (who also did a no show on first scheduled meeting) and QC manager over the vibration and the leaky plenum, new Technicians were sent out on 5-19-23 to resolve the issue and started the job, but did not have correct parts. They have rescheduled twice at the last minute and today are a no show again. Calls to maintenance manager go unanswered. Operators are not allowed to give out his email or phone number. Only recourse is to go through main operations number. Horrible customer service and management with attention to detail and customer satisfaction. Need assistance to resolve so I can move on.

  Business Response

  Date: 06/02/2023

  Sent techs out on May 31st, 2023.  They completed all repairs needed.

   

   

  Emails from my Install Coordinator:

  5/31/2023 Spoke with the customer. He stated that everything ascetically looks better, and he is overall much happier with the unit. While they have not yet turned on the unit due to letting the mastic dry, I gave him my number and he is going to call me tomorrow to update me on how the unit is doing and if there is anything else we need to do before we get him set up for inspection. Once we know he is satisfied with the functionality of the unit, I will send ****** over to do a quality check on the unit to ensure this will pass inspection. After this is done, we will send the permitting department the green light to get the inspection scheduled. He is very satisfied with this resolution so far. 

  Also email from my install coordinator after talking to customer the next day.

  6/2/2023

   

  Good morning,
  
  ******* called me this morning to let me know that the unit cooled the home excellent, the vibration issue is virtually unnoticeable, and he is very happy with the system. He did have a concern regarding the heat, as it wasnt tested. I did set him up with ****** for Monday, June 5th to go out to do a quality check on the system.****** will check the heating at this time. Once we have the all clear from the quality check, we will schedule him for his city/county inspection. 

   

  Customer Answer

  Date: 06/05/2023

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

• Initial Complaint

  Date:05/08/2023

  Type:Billing 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 checking my credit card statement I noticed multiple unauthorized charges including one on 5/1. 5/4 and 5/6. I was forced to call my credit company and file a dispute of the charges. This has resulted in me having to cancel my credit card, not be able to use it until a new card arrives and then will have to go through the process to set them up with all the businesses i use it for, plus i because it is also a debit card i am unable to use it to purchase gas or groceries until i het the new card. I have attempted to come but they tell me it will take 48 hours for someone to get back to me! Unacceptable. Meanwhile i an sure they will continue to try and make more charges. In ffurther investigating i found out that when i contacted them on 3/31 because i had another breach by onther company to make sure I made the payment of $12.97 for the maintenance plan they then without my knowledge raised the rate to $20. This is the charge that has now been submitted three times in six days to my credit card. I am very upset that i cant get them to address this issue. Further, i cant eve get them to replace to cheap plastic clips for my air return grill that broke because when they initiaally installed my $10000 plus unit they substituted a ***** quality piece. so much for the maintenance plan being useful. When they came out 4/26 to due the covered tuneup they found problems and I had to buy over $7000 dollsrs to fix. I have since found out even with my supposed discount from the maintenance plan is more than double the going rate. And then they had the nerve to tell me I could get a new grill with metal instead f cheep plaastic clips for another $315! I should have checked the BBB grade 7 years ago when I needed a new A/C and i would have known to go elsewhere. Rating of F with a review rating of 1/5 and several complaints similar to mine

  Business Response

  Date: 05/09/2023

  Refund was sent to accounting today and is processed.  Refunding $47.70 for double charging for membership.

  Customer Answer

  Date: 05/10/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:05/08/2023

  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 October 2022, a technician was supposed to complete maintenance on my rooftop unit. He refused to get on the roof and never did the job.I called to cancel my prepaid membership and I keep being run around. I have called 6 times over a month , and I needed get a call back.They billed my credit card $168.00. They never did the work and are not communicating with me or issuing my deserved refund.

  Business Response

  Date: 05/09/2023

  I do apologize that the money has not been refunded. I am sending over a refund request form. You will see the refund. Within 14 days, thank you.

• Initial Complaint

  Date:02/13/2023

  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.

  My air conditioning went out and ******* was the only company that had units available to install of the company's I called at the time. Now a few years down the line, I am being told that my 3.5 ton or larger unit (I requested a copy from my prior technician of the unit size and did not receive it) which replaced a 2 ton unit in a **** sq ft home is too big for my home, they completely oversold me and now are requiring me to replace my duct work threatening to void my warranty if I do not get the expensive work done which will require me to always buy a unit way too large for my house, I have had other companies come out to estimate the duct work and they tell me the problem is the large ac and my ducts are ok. I was a first time home owner and did not expect to get sold a unit that is way too big for my house. The first thing one of the technicians said to me was he is seeing this alot from the prior owner of the company, please try to help me rectify this situation, restore my faith in your company.

  Business Response

  Date: 03/14/2023

  We responded to this customer twice already, sent him all the information regarding the size of his house. We sized his house according to the load that we've sent numerous times to the customer.

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19387334
  
  I am rejecting this response because:
    You have my email as I get all my information from the techs that visit and tell me about how my vents are breaking, they are not as I have had three other companies tell me they are fine and your company wants me to increase them because of the massive size of the unit. But how have I still not received the info on the size of the unit? Please send it ASAP so I can do what I need to do to resolve this issue, I was hoping to reason with this company and find a fix that we could both be happy with, thank you for your very public and very callous response, I look forward to receiving the email. 
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/06/2023

  Type:Sales and Advertising 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.

  January 16, 2023. Invoice #*********. Approximately two years ago, we signed up for their maintenance plan which costs $23.97 per month. We decided to purchase the plan after reviewing the information on their website (****************************************************************************). This complaint focuses on two advertised benefits: the same day service guarantee and the member cost of a diagnostic visit. I have contacted the company via phone and social media multiple times to seek resolution. They have yet to respond. "Guaranteed **************** *When you call before noon, applicable to service calls only, does not include maintenance visits." We called at 9:30 a.m. and were told the earliest they could visit was the next day. After the job was completed, I called to ask why this was and was told "it doesn't apply on Sundays." ************ took our money for the maintenance plan under false pretenses. Additionally, members receive a "Reduced Diagnostic Fee to $49." However, when the technician arrived he said there is a $12 fee that he can't remove. He said he doesn't know what it is and that I can call the office to address the matter. Since we had already waited a day and the system needed to be repaired, we continued the service visit. Last week I called and requested that the last two months of membership payments be refunded and our membership cancelled (very reasonable considering all prior months we paid for services not provided). I have also requested that they update their website because it is very clearly false advertising. Unfortunately, we had to call this company this morning (since they indicate their parts and labor include a 2-year warranty). We learned that they cancelled the membership (increasing the service cost) and didn't refund the money requested. Only reason we called them today was because they were just here and we expected they would honor their warranty. Instead they charged us hundreds of dollars. Seeking resolution.

  Business Response

  Date: 02/21/2023

  I refunded the money back to the customer. He should see it within 14 days.

   

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19331662
  
  I am rejecting this response because: I spoke on the phone with the service manager about the many concerns. I agreed to amend the complaint if they would at least refund two months of the maintenance plan that we had paid. They did refund that money and I have no further personal issue with the false advertising tied to the maintenance plan. They refused to update their website to make it clear that members do not receive same-day service on Sundays (and possibly Saturdays based on the recent call). They also refused to refund the $12 surcharge (they called it a fuel surcharge) and have not amended their website to reflect the surprise fee. The service manager repeatedly asked if I would remove the complaint if he refunded the two months and I made it clear I will not due that if they do not address all of the issues.

  Additionally, we recently learned from another company providing a second opinion that ******* On Hour Air may have engaged in foul play. It appears they may have bled our refrigerant line in order to charge us hundreds of dollars for additional refrigerant, needlessly. Then they attempted to get us to agree to a $1,500 refrigerant line replacement because it would be "illegal to add more refrigerant" (this was a lie). Second opinion made it clear there was no leak in our system and ******* One Hour Air may have engaged in deceptive or even criminal activity. It is imperative that public is aware of how this company treats it's customers. We may have spent hundreds of dollars needlessly because we trusted them. We do not trust them at all and want nothing to do with them. If we ever need them to come in to perform warranty work, we will hire an additional technician to observe them for our safety and well-being.
  
  Sincerely,
  
  ***************************