ComplaintsforOne Hour Heating & Air Conditioning

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired One Hour Heating & Air Conditioning to do a full furnace and AC replacement for our home in December 2022. We have a home warranty on the property and advised the technician that came out (Bobby) as such. The home warranty company advised that they would cover the cost of the furnace replacement, as long as we submitted an itemized bill showing what the parts and labor breakdown were for the furnace. We have requested an itemized bill over 6 times at this point, and every time I call the company they say that they will send an itemized bill and then the document never comes. I've given two different email addresses and also suggested they send it via regular mail. They claim that they send it every time, but nothing has been received for months. I did finally get an email from them, after my 6th call, on Friday, May 12th with what they said would be an itemized bill. Instead, I received a bill with a single line item for the total cost of the AC and Furnace repair. I do not understand why this company is evading a very reasonable request for an itemized bill showing the cost of the parts and services they performed, so that we may be reimbursed by our home warranty. Without the itemized bill, we will have to cover over $8,000 in furnace replacement that should have been covered by our warranty. In addition to the above issues, our technician advised our warranty company that none of the parts were covered under manufacturer's warranty still, meaning they should cover the entire furnace. We later found out that the heat exchanger was still covered under manufacturer's warranty, but that because Bobby had taken the part away during install and discarded it, we could not file a claim under manufacturer warranty anymore. This will cost us the price of the heat exchanger due to Bobby being untruthful about the manufacturer's warranty and then discarding the part. I am seeking an itemized bill for the furnace as well as reimbursement for the heat exchanger.

  

  Business response

  05/25/2023

  Good afternoon. I was able to reach out with **** **** to discuss this matter today (5/25/2023).  I apologized for the delay in getting with her and we were able to discuss this matter regarding her home warranty company and how the process works regarding repair vs. replacement options, and also review some of the details.  We have sent the itemized bill to her, but she needed a couple additions (includes manufacturer warranty information on the old heat exchanger and one other installed part charge) that I will send to her.   I have committed to **** **** my attention to the matter and she and I have a plan to resolve the matter to her satisfaction.  The target date to get **** **** her requested information is 5/26/2023.  Thank you for bringing this to our attention and allowing us to resolve the matter. 

  Kind regards,

  Mark H*****

  General Manager

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Furnace failed 02/20022..called this company out to house in 3 hours payed premium price for new furnace next day. With warranty no problem for time need and service well within price....furnace not working nov/2022...they can come look at it next week.

  

  Business response

  11/30/2022

  Client did purchase furnace with warranty from our company and was installed in February 2022.  Client called for service on the evening of November 22nd to set up a no charge warranty call. We reached out to the client the next morning to schedule the service call.  The service call was set up for November 25th.  System was heating normally on arrival.  These are our technician's notes from his diagnostic call.  

   

  (Arrived at home today for no heat issue. Upon arrival system was working properly. Customer had duke energy out earlier in the week because at the same Time his furnace quit, his gas dryer did as well. They told customer that the gas cock installed by us was causing “fluctuations” after inspecting this, gas cock is installed correctly and was up to code. I checked incoming and outgoing gas pressures and no concerns with furnace operation at all. If this issue happens again, it is gas related and I would recommend having duke out again to check their system function.)

   

  This issue has been resolved and customer was not charged per our warranty agreement.

  Customer response

  12/01/2022

  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. 
  
  Regards,
  
  ***** ****
  

• Initial Complaint

  09/19/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I continue to receive invoices from this company for service I neither requested nor received. I’ve called the company 4 times to explain the situation: My sister and I co-own a duplex, with 2 different addresses (********* ********** **). In March 2022, my sister (******* *******) had someone come to her address upstairs (**** **********) to install a ceiling fan. When the workman arrived ******* was told there was a $59 “trip fee” in addition to the cost of installing the ceiling fan. ******* advised that she was told $59 as the cost of installation, and no other charge. Since they could not agree, the workman was turned away and no service was performed. Several weeks later, I (***** ******) began receiving invoices at my address downstairs (**** **********). I called the company, explained the situation and gave them my sister’s name, address and phone number and told them to bill her, at her address. I have nothing to do with this bill from March 2022. The company has my name and address in there files because years ago they did, in fact, provide service at my address. I promptly paid for that service, without issue. Despite repeatedly being told the situation, the company continues to send the bill to me. The last one, received September 17, 2022, said “Final Notice”. I am being harassed and threatened by this company for money I do not owe them. I’m requesting the help of BBB to resolve this issue lest it affect my credit. Thank you.

  

  Business response

  09/27/2022

  I have responded to the customer using the original BBB email on 09/20/22.   I reviewed the complaint and have resolved the billing error in our system.  See the attached email I sent to ***** ****** and her response.

  Customer response

  09/28/2022

  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. 
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our A/C went out the day before Labor Day. Though we have a home warranty, we contacted this company because we needed urgent resolution. Their technician arrived, inspected things, and told us we needed a new board. He'd have to order it and it wouldn't arrive until the middle of the week. He then went on to state that given the cost of the board, in his opinion we should just replace the entire unit. Given the high cost of the recommended fix, we declined and contacted our home warranty company. They sent a different company to inspect and within 20 minutes diagnosed a loose wire, which they tightened (so evidently the board works fine) and the unit has been running fine since. I'd like the service fee refunded. I'm not sure if the technician from One Hour just missed the loose wire or instead wanted to upsell me. Either way, I don't feel like I received good service for what I paid. Certainly not service that is worthy of BBB accreditation.

  

  Business response

  09/07/2022

  Thank you for reaching out.  After reviewing your concerns regarding the misdiagnosed board. We will refund the $139 Service fee back to your **** Card ending in ****. The refund will be processed in the next 3-5 business days or sooner.  

  Customer response

  09/07/2022

  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. 
  
  Regards,
  
  **** *******
  

• Initial Complaint

  09/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/1/21 My a/c went out so we called one hour. On 9/1/21 they looked at a/c and ordered the part. My daughter told them that we have health issues and We need it fix as soon as possible. We had the part overnighted. On Friday 9/3/21 They came to fix the a/c but the part was the wrong one. On 9/3/21 Friday they overnighted the right part. They said we should have the part on 9/7/21 Tuesday or Wednesday. I called to talk to a supervisor at one hour. It is Wednesday still no call about the part . I called and talked to Greg M***** service manager he didn't say he would install the part as soon as possible when we get it. He was very unprofessional. I feel like Greg M***** Sevice manager didn't care if it get fixed or not. This is Thursday on 9/9/21 and my a/c still Don't work. We call and we still can't get Anwer on then it will get fixed

  

  Business response

  09/14/2021

  First of we apologize for the inconvenience this has caused. On 9/1 we ordered the part the first time the part that the factory sent was not the correct part. We ordered the part again on a Holiday weekend. Unfortunately we are at the mercy of the supply chain that delivers our parts to us and as we all know that is shaky at best. The other misfortunate thing is this particular unit is we can only use the OEM part and no aftermarket or universal parts can be used. 

  We had conversations everyday with the customer and did not ignore them when they called in multiple time looking for a part we did not have. Once we finally received the part we retuned to the home on 9/10 and restored cooling for this customer.

  We did absolutely everything we could have for this customer to get their AC restored. Unfortunately we live in a time when things move slower than we all are used to. we absolutely strive to take care of all of our customers everyday. To base someone's professionalism on the fact they can not get the product you desire is ridiculous, furthermore once the part was available we wasted zero time to get this issue resolved.

  As a response we responded and spoke with this customer and members of her family multiple times in the period they state we did not and as of today the system is operational.

  Customer response

  09/14/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******* ******
  

  Customer response

  09/15/2021

  I was over charge for the work to 

  I payed for the overnighted charge and they said they would overnighted it to and they didn’t do that 

  they charge me for overnighted and they didn’t do that

  I called every day because I and my daughter had health issues and my infant grandson would cry a lot because of the heat 

  when I called the lady would would call when the part came in said it has never taken this long before 

  that is why I upset and called every day

   

   

  Customer response

  09/16/2021

  **** ********* **
  **** **
  ****** ** *****
  ###-###-####
  Location Details
  ******** ****
  **** ********* **
  **** **
  ****** ** *****
  ###-###-#### ext.cell
  Work Completed Notes
  Arrived to replace blower motor & wheel
  Customer has -$53.00 off of repairs coupon.
  Also deducted $-100.00 for customers deposit of part.
  Replaced blower motor & Wheel
  Checked amp draws there good
  Checked all wiring
  Checked temperature drop 23. Degrees
  Customer needs to change filter
  Please allow 2-3 days for the humidity to be removed from your house.
  Unit is up and running at this time
  Thank you for choosing One Hour Heating and Air
  Your service technician
  Kenny M****
  Item Description Qty Total
  Replace Blower Motor (OEM) Includes Capacitor 1x $993.00 $993.00
  Replace Blower Wheel/Condenser Fan Blade (with Motor) 1x $261.00 $261.00
  Special order Motor & Blower wheel 1x $75.00 $75.00
  Subtotal: $1,329.00
  Discount: - $153.00
  Tax: $0.00
  $1,176.00
  WILLIS ONE HOUR, MISTER SPARKY & BEN FRANKLIN
  756 Old State Route 74
  Cincinnati, OH 45245
  ###-###-#### I            my daughter name is on the receipt because she was taking care for me, the special order part motor blower wheel js the overnight shipping that was not done.

*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. ↩