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:01/20/2023

  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 a warranty on an AC unit installed by this company. I have a covered **** or pending for 16 days and cannot get the company to call me back or schedule the warranty repair. I pay for a service plan but get no service. I paid an $81 fee to assess my AC unit and was told it is a blower motor. Once it was determined to be a covered warranty repair, the company stopped communicating with me.

  Business Response

  Date: 02/20/2024

  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.

  Thank you,

  One Hour Air Conditioning and Heating

• Initial Complaint

  Date:12/14/2022

  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.

  My father, *****************, is elderly and contacted One Hour AC to unclug the exterior line. They spent less than an hour at his house and charged him $400. In addition they charged him $277 for an annual membership. I contacted them that afternoon and advised that he did not need an annual membership and asked for a refund of the $277. This took place on October 26. I have called 5 more times speaking with ************************ (twice) and one other rep. **** time I am told that a check is being processed. We have tried for 7 weeks to resolve this and they have failed to provide the refund. My father lives in social security and needs the money. Please help.Thanks,********************* on behalf of *****************

  Business Response

  Date: 12/19/2022

  ****, 
  
  Per our conversation, I am emailing you with the information that you requested. 
  
  I have attached the Load Calculations. As you can see, the cooling loads have a 2.8 Ton minimum. With this in mind, the tonnage is then rounded up to the next size unit we offer. In your case, this was the 3 Ton unit. One Hour Air installed a 3 Ton unit in your home, per the load calculations. The 2.5 Ton unit that was installed in your home is not sufficient for your home, as we discussed. 
  
  The estimate to replace the existing ductwork, which is not the correct ductwork for your home, with the correct ductwork for your home is also attached. Per our conversation, it is agreed that One Hour Air did not install your ductwork, as it is original to your home being built in ****. With this in mind, we have offered solutions for your ductwork which you have declined. The existing ductwork in your home is mobile home ductwork, which should be replaced with the correct residential ductwork for your home. 
  
  As we discussed,and as the load calculations show, the **** unit that One Hour Air installed in your home is not too large for your home. The 3 Ton unit is in fact, the correct size for your home. The ductwork in your home does, however, need to be replaced for a multitude of reasons. This includes but is not limited to the age/deterioration of the existing ductwork and the type of ductwork is not intended to be installed in your home. 
  
  When we spoke,you advised me of 3 options to resolve the situation. This includes the following: 
  
  : Replace the unit with a 2 Ton unit. We will not do this, as your home needs a 3 Ton unit. 
  : Free Labor for your unit. This is already covered with your warranty for up to 10 years. I have attached this document as well. 
  : Discount on duct replacement. Which we already agreed to do. 
  
  In addition to what you requested; we do have you on our ********* maintenance plan. This is no charge to you and includes a maintenance visit to clean and inspect your **** system, as well as gives discounts on many of our services. 
  
  In conclusion, I believe that we have been more than willing to resolve any issues that you have requested. When we spoke, your unit was functioning as it should with no issues. Your existing ductwork is not he correct ductwork for your home and has exceeded the intended lifespan. We will continue to work with you regarding this matter.Please advise me of what actions you would like to take to resolve your concerns. 

  Customer Answer

  Date: 12/20/2022

   
  Complaint: 18570579
  
  I am rejecting this response because:

  The response is not correct. They did not ever install an air conditioning unit at my home. (This was done a few years ago by Northside Air.) 

  They simply unclogged a drain line and charged me $400 for the service. In addition they charged me $277 for an annual warranty / membership. As mentioned in the original complaint I have called 5+ times and they have told me the refund for the $277 would be mailed. I am simply asking for the refund of the $277. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 12/20/2022

  Refund was sent out it can take up to 14 days thank you 

  Customer Answer

  Date: 12/20/2022

   
  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.
  
  Thank you for your help. 
  Sincerely,
  
  *****************

  Customer Answer

  Date: 01/18/2023

  I filed a complaint with BBB in December stating that I was charged $277 for a warranty that I did not want nor need. The company responded that they would issue a check in the mail to me. To date I have not received that check. You can refer to Complain #******** to see the notes on this. Please expediate the refund check of $277 to me. Thanks
  

  
  

  Business Response

  Date: 01/18/2023

  I do apologize for the delay. The accounting department said the check was sent out. You should receive it any day now.

  Customer Answer

  Date: 01/20/2023

   
  Complaint: 18570579
  
  I am rejecting this response because:

  They have stated this three prior times. Please provide the date the check was sent and the check number. 
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 01/26/2023

  Customer response taken verbally by ********************:

  It took some time but we finally received the check and consider this matter resolved.

• Initial Complaint

  Date:12/08/2022

  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 7th I called to company to troubleshoot an issue with the A/C unit. They determined the *** blower motor was bad. This motor was replaced by this company in October of 2020 which was still under the 2 year manufacturer warranty. The company said a replacement *** part was on backorder and gave 1 month estimate. I have called the company 7 times since October 13th. Each time I'm told they will contact the parts department or have a manager call me back. No one returns the call and no notes are ever placed on the account. It has been three months since I started this process and the communication has been non-existent.

  Customer Answer

  Date: 12/21/2022

  Good day,
  
   
  
  This matter was resolved 12/13/2022.
  
   
  
  Thanks,
  
   
  
  *********************

• Initial Complaint

  Date:11/29/2022

  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 9/7/2022 I unfortunately signed an estimate agreement with One Hour Air in ***** to Clean and seal my air ducts and also add another **ld air return. The total was $4,597. The Duct cleaning and sealing has been **mpleted. The **ld air return duct was installed but I have a 20' x20 hole in my ceiling for 2 months. They have promised to **me out on 3 separate occasions but never have.Surprisingly I owe them money. I put down $1,379 and an additional $300 for a job NOT done.. The Duct work was $885.. So I have left from the deposit and other $894 towards the **ld air return.(3712.00). When will they put on a grill and finish the job?? If not going to finish the job, what deduction for the hole in my ceiling for 2 months! I'll look for another ** to finish the job.Send a new Invoice that reflects what i actually owe.

  Business Response

  Date: 12/12/2022

  Rhoda ****** I do apologize. This has slipped through the cracks. I will have our install coordinator reach out to you tomorrow to get this scheduled and taken care of ASAP. I do apologize for the inconvenience. We'll be out there immediately to make sure the job is 100% complete.

  Customer Answer

  Date: 12/15/2022

   
  Complaint: 18477252
  
  I am rejecting this response because:

   I gave up waiting and have had the hole covered with a grill   It required drywall, plaster and painting. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:10/27/2022

  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.

  My air went out in June of this year. I called One Hour Air who came out the next morning and sold me a complete ** unit installation with new duct work at $16,000.00 It has been 4 months and the project still isnt done and Ive had Multiple Multiple bad experiences. *** had to take off of work at least 6 or 7 days since first having it installed for various reasons for them to complete the project.****, the ** at ***** cant be relied on to follow through with his call backs. H*** promise to call you back with an update and then never does.Two days ago my ** froze. Brand new and it froze. The tech who came out told us the coils were extremely dirty DESPITE using and showing him the air filter that THEY gave me.Now I wait for yet ANOTHER appointment for them to get the parts for repair. A new *************** opened and theyre doing the coil change, but I have to have the ***** office who originally installed the ** to come back and fix the installation they did incorrect. So thats 2 new appointments.So fed up I called customer care and asked for someone from corporate to call me back and I was told the ** would call me back, two days later no call.Horrible Horrible experience. They took my money and moved on

  Business Response

  Date: 11/22/2022

  I spoke to the customer today. We have an appointment set up for sometime this week to take care of the issue.

  Customer Answer

  Date: 11/22/2022

   
  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,
  
  ***********************