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:07/08/2025

  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.

  October 2024 paid $10,500 for new AC system, It was installed incorrectly, resulting in water not draining properly and flooding my bathroom or overflowing into bathtub (as secondary drain). Also, after installation, heating and cooling did not work, resulting in days without heat and cooling when I needed them. One Hour constantly told me I needed a plumber to fix the drain. I paid $588.96 for plumbing services that were not needed. They also refuse to honor their $500 No Frustration Guarantee. After I sent them a certified letter asking for reimbursement and the honoring of their own guarantee, two supervisors came out and adjusted the drain pan so that it drains properly, while admitting that the installation was done incorrectly. Despite this, they refuse to compensate me for the plumbling charges or their guarantee ($1088.96)

  Customer Answer

  Date: 07/17/2025

  Better Business Bureau:
  
  This letter is to inform you that One Hour Air Conditioning & Heating has carried out to my satisfaction the resolution it proposed for my complaint, filed on 7/8/2025 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:07/10/2024

  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.

  *******!!! Charging my card without providing service and everytime I call they say “we are scheduling, I will send a message to billing and they will call you back!” Nobody calls back at all and can’t get a hold of even a supervisor or manager!!

  

  Business Response

  Date: 07/15/2024

  This refund has been processed, we apologize for any inconvenience the delay has caused. We appreciate you taking the time to speak with our billing department and allow them to take care of you. We do hope you will give us another chance in the future to re-earn your trust. Team One Hour.

• Initial Complaint

  Date:07/01/2024

  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.

  In July '22 we had 1Hour install a new AC unit. On Sun., 6.23, my husband noticed a drip coming from the ceiling. Upon further inspection, he found that the copper line in the attic was leaking. We immediately called One Hour & they came out the next day, Mon., 6.24. Their tech said that the insulation around the line was old & disintegrating, & had not been replaced when we got the new unit. He fixed the part that was dripping, but by that point, much of the insulation we had blown into the attic in Dec. '23 in that area was decimated & there were several cracks in the ceiling due to the water damage from the leaking line. Tech confirmed the insulation on the line should have been replaced with the install of the new unit. When we inquired about their process to fix the ceiling, tech shared that his supervisor told him we need to claim it on our homeowners insurance. Not satisfied, we reached out to speak with a manager who came out on Fri., 6.28. We explained the situation & what the tech found, & we told him we just wanted 1Hour to make our ceiling right since the problem was due to incomplete install. We also explained that we subscribe to the company’s service plan & at least 2-3 additional tech have been in our attic, on schedule, to inspect & service our unit & its parts, & no one has ever brought this to our attention. The manager looked at the damage to the ceiling as well as the copper line that was dripping and made notes. We heard back from the manager today & he said they will not be providing any compensation to repair the ceiling, which since his visit with us last Friday has gotten worse and looks like it is about to fall in. We trusted this company as AC experts and not only did they fail us when it came to a complete install, but they have also failed us in terms of making the incomplete install right. All we want is for 1Hour to take accountability for their mistake and compensate us for the damages.

  

  Business Response

  Date: 07/03/2024

  After reviewing this concern we confirm a unit was installed in 2022 and that there is condensation present of the pvc drain line where the armaflex insulation on that line ends. Customer was concerned whether or not it was replaced as new when the unit was installed, we have confirmed armaflex insulation for both the pvc drain line and the suction copper line were both replaced. A visit was completed by our supervisor 6/27/24, his inspection revealed that there is a high amount of humidity present in the attic that may have been a contributing factor to the excess condensation on the pvc drain line. We have scheduled another visit to the home to assess that damage and plan on working with the client to reach an amicable solution. 

• Initial Complaint

  Date:06/14/2024

  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.

  On 5/29, we had an error code on our nest thermostat.After several hours, the one hour air tech said he was unsure what the problem was, he replaced a part, that didn't work, then said he and his supervisor decided a defrost panel would fix it.He replaced the part and it started working.4 days later, water is dripping from our ceiling. We went into the attic to see the drip pan lines were disconnected in several places.There was an old bedroom door laying down under one of the lines,so this door was like a bowl,collecting water dripping from the drain pan lines, the door overflowed, and dripped into my ceiling.We repaired the line immediately. The water ruined brand new insulation, and our ceiling fell through. The company denied responsibility immediately. They said the lines were not glued, but yes they were and a technician saw that they had glue. Then he said "the glue was old or not enough." Then they said "we're not responsible for anything after the drip pan." We had a different company come the day before,and they tried to blame them. 1) that company made no repairs in the attic. 2) the first one hour air tech Erin said the drip pan was clogged and full.if the first company had damaged the lines, by the time one hour air got there,that door would have been full of water because the clogged drain pan would have leaked into the door.How can Erin say the drain pan is clogged if the first company damaged the lines and made it drain into the door/ceiling the day before?It's impossible.Both can't be true at the same time. Erin would have been sitting on an old door full of water to repair the AC.We had a third AC guy's opinion and he believes the repair was likely unnecessary.He believes it's very likely that the error was due to a clogged drain, the float turned it off, and once Erin at One Hour broke the line, the line drained into the ceiling, lowering the float, and the system started working again. $896 Unnecessary repair and $1200 ceiling repair so far.

  

  Business Response

  Date: 06/27/2024

  Dear client, our first tech arrived at your home on 5/29/24 after you had another AC company at your home that could not diagnose the problem. 
     Your outside unit was not operating at the time of his arrival, without the condenser running there is no way for the unit to be making water for the pan to be full. 
  Once the tech completed the repairs at the outside unit and verified the outside unit was operating, he then needed to enter the attic to ensure the inside unit was operating.  Our tech identified two entrances to your attic, he used the attic stairway opposite the open scuttle hole which was stated that the other company accessed to gain entrance to the attic. Our Tech took photographs of the safety drain pan at your home, the photographs of your drain pan indicate there was no water in the safety drain pan nor were there water sensors on the drain pan as the client stated. 
  

       Verified by the photo's that there were no water sensors installed on the unit before our arrival, the client claimed that another AC company reported the switches were possibly the cause - this was impossible because there were no water switches present as verified by the photo's our first tech at the home took.  The first tech at the home also did not report any issues with the drain line because as verified in the photo there was no water in the drain pan - the outside unit was not operating or producing condensation when he arrived at the home or when he completed the repair.
  

       The stairway our tech used was at the opposite end of the unit and not near the drain lines or near the connection that was stated to have come apart. Once he ensured the unit was operating he exited the attic at the same opposite end of the unit and of the drain lines. 4 days later we received a call for a second technician, when he arrived he noted the safety drain pan was full of water. The homeowner informed the tech that he did not want the tech to perform any repairs and that he would repair the drain line himself. He only wanted our Tech to see there was water that had overflowed from the safety drain pan. 
  

       The next day we received another call, when our tech arrived the homeowner had already done several repairs to the drain line. Our tech noted the existing pvc drain line was not properly glued. When the client attempted to repair the line, the line became disconnected further down the drain line due to not having been glued properly causing the water draining from the line to spill out further on his ceiling. We determined the client had pre-existing drain line issues that were not present at the time of our repair.  We did not install or repair the drain line in the client's home.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  The company is working so hard at passing the buck instead of taking responsibility. Most of their response is plain false and the rest is their opinion, which means nothing. I cannot stress enough that the pipes were glued. They were since they were installed. How they came apart we don't know but we know the tech was the one in the attic when it happened. His carelessness caused a lot of damage. They can fabricate whatever story they'd like to make themselves feel better but I've never seen a company go out of their way to avoid responsibility. The lines didn't damage themselves. We were not in the attic; that's why we hired someone to do it for us. It's not difficult to understand what happened, but the company can't see that because they are blinded by the need to not pay a dime for their mistakes. It's typical with bigger companies, so next time we will hire a small company with morals and value their customers. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  

  Business Response

  Date: 07/03/2024

  Our company takes pride in providing honest services. A visit to their home by one of our managers revealed that those pipes were not previously glued. The pvc pipes were noted on the 2nd visit and when the client communicated to our supervisor that he himself had glued the pipes after the service call. When properly glued, those pipes will not just come apart. We take responsibility for our actions when the action that occurred was the result of something we may not have done correct, the action of not having the pvc pipes glued correctly were not originally performed by our team nor did we perform and repairs to those lines. The company that installed those lines should be contacted.  

  Customer Answer

  Date: 07/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  They are saying the lines were not glued properly, but they were. They won't take responsibility even though they are at fault. That system was fine before their tech showed up. Period. I'm not interested in their response since they are simply avoiding responsibility. I'm done going back and forth. I will continue to leave reviews and word of mouth warnings any chance I get. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  

  Business Response

  Date: 07/31/2024

  Our client spoke directly with our Supervisor. The client informed our supervisor that he made his own repairs on the drain line and he acknowledged the drain lines were not previoously glued. At that meeting, the connection was not broken, the connection came loose from the fitting because they were never glued properly. This was the first time we have ever been to this clients home, after they had already had another AC company in their home. that AC company was not able to diagnose the unit correctly or find the needed part. Our company was able to correctly diagnose the issue and get his unit back up and cooling. At this point we cannot accept responsibility for an area of his unit that we never address and where the client divulged to our supervisors that the drain line was never glued to begin with. We stand behind all work we do.

• Initial Complaint

  Date:06/12/2024

  Type:Customer Service 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 currently have a paid service plan EHC300, which has been active and confirmed active on 6/8/24 when I scheduled an AC service call. The tech that arrived on 6/10, Sean Weaver asked to view a copy of my plan and he stated the issues with my AC would be fully covered. It was raining at the time he arrived and he stated he could not complete the service check on the outside unit but he would return the next day. He returned on 6/11 and stated the evaporator coil needed replacing and that he had already ordered it as it was covered on my service plan. He also stated he added freon to "band-aid" the problem until the part comes in. Today I received a call from Sean informing me that the part would not be covered; he was unable to explain why and suggested I call the service department. I called and spoke to Jesus, service manager who stated he was not familiar with my plan and that they would not be honoring it. When I asked Jesus what he thought my service plan covered, he would not answer. I explained to Jesus that in the past when I had an issue with service not knowing about my service plan it was when there was new staff/leadership. I was assured in the past by the Vice President, William ******* that the plan would remain active and there would not be a problem honoring it. I was told notes would be placed on my account and asked to be sure to call the local service center and not the call center. As recent as January 2024, I received service which stated my plan was in effect and honored. I asked Jesus to escalate my concern and he stated he would send an email to the general manager, Jimmy but when I asked when I could expect to hear back he said it could take days or weeks. Jesus dismissed my concerns and expressed no concerns of me paying for a service plan that is not being honored. I have been left without a proper working AC.

  

  Business Response

  Date: 06/17/2024

  The General Manager reached out to the client within a few hours of the initial contact via email in an attempt to help the client better understand her agreement. We sent a copy of the agreement with the terms and conditions that has been in place for years and that we stand by. The terms and conditions in that agreement clearly mark which items are covered while the manufactures warranty is still valid. The item that our client is referring to does not meet the coverage according to the agreement and due to the manufactures warranty being expired. We also showed our client in that agreement there are many other components of her HVAC system that are still covered as long as her contract remains up to date when she had a question of what was covered. Our client responded in an email to the General Manager she was in possession of a document that stated the item that needed to be replaced would be covered, after several request from the General Manager to our client, she has been unable to provide a copy. Our goal is to work closely with our client to resolve this situation and ensure we honor any agreement we enter into.

  Customer Answer

  Date: 06/27/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  
  

  This business response to my complaint is filled with false statements. I have the documentation to prove this business is in multiple violations, not only of my agreement but also of license and regulatory compliance, as well as stating multiple times my service agreement covered the work at no cost to me. I have the documentation as well as recordings of all conversations with the service tech, service manager and the person that contacted me on 6/20. I also have a witness that was present when the service tech visited my home on 6/10 and 6/11. The following is my response to the false statements of the business response. 

  The general manager did not contact me within a few hours. I received an email from him the following day, after I reached out to the call center and through messenger on social media. The general manager never called only sent emails. He requested that I provide him with a copy of my service agreement. I sent him the same document that is attached to this response which states my agreement is valid, active and works as a warranty even after ten years. I explained to him the conditions as stated by the previous VP of the company. One Hour Houston has continued to deduct funds from my account for my agreement, therefore they should have a copy on file. The general manager's email response was it ended two years back. The service manager stated on the phone he had never heard of my service agreement. 

  They never sent me any documents in response to this complaint, in fact I asked several times for a detailed invoice of the service tech's findings. I asked the general manager via email, the call center and the service manager. They failed to send me the documents. They did not send or show me any documents as they are claiming in their response. The service tech stated whoever installed my evaporator coil did not do it correctly. My equipment was installed by One Hour Houston.

  On 6/20, I received a call from One Hour Houston requesting to make this right. I was informed they were sending the same service tech and a supervisor to take pictures to make sure they ordered the correct part, I agreed. Prior to the appointment time I called back for confirmation and asked for clarification as to why they needed to make a 3rd visit when the same tech stated the part was already ordered. They wouldn't answer that, however it was again stated and recorded the work was covered at no cost to me. Shortly after that call I received an email from the general manager stating they would not be covered the full cost of the repairs, therefore not honoring my service agreement. The customer service and ethics of this company is appalling. 

  
  Regards,
  
  
  
  Vickie *******
  
   

  
  

  

  Business Response

  Date: 07/03/2024

  In response to the client's claim. As I previously stated please send in a copy of the document you claim that identifies where you have coverage beyond the stated terms and conditions and I would be glad to honor. I have requested a copy of this document since the very first time I reached out to you via email and you have yet to provide that document. Once I receive a copy of that document I can take action if necessary otherwise, we will abide by the terms and conditions of the agreement. Thank you  

  Customer Answer

  Date: 07/17/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  
  It is unfortunate that this company/franchise owner is going around in circles with my complaint. I have already provided him a copy of the documentation, although he did not provide me with any documentation that proves the repairs and part is not covered. I don't believe this company has records of my agreement; therefore, they are guessing what it outlines, and they have continued to debit my credit card. Facts are I have the documents, emailed communications from the prior VP, recorded conversations with the technician (twice) and service manager, and a witness (person that was present) to the discussion when the technician reviewed my original agreement and stated the part/service was covered and that he had already ordered the part. I have recording cameras throughout the interior and exterior of my home. One Hour Air Conditioning & Heating of Houston is in violation of my agreement and will see their day in court. 
  
  
  
  Regards,
  
  
  
  
  
   
  

  

  Business Response

  Date: 07/31/2024

  We have been very consistent with our client. The EHC300 plan that she was enrolled before she opted out of it did have specific outlined coverage. In accordance with the EHC 300 plan, the evaporator coil coverage had already expired. Although the evaporator coil, condensor coil, and compressor had limited covereage, there was many other parts of her AC unit that remain covered under the plan. We attempted to negotiate a fair price to have the coil replaced however our client declined the offer. We have also requested a copy of the letter she claimed to have that stated she would remain covered, we have never received a copy.

• Initial Complaint

  Date:03/09/2024

  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.

  I purchased a service agreement with this company in April of 2021. In April of 2023 I tried to cancel the service agreement but through several attempts to have it cancelled I am still being charged the $30 to my credit card. I've disputed this to the top-level management of One Hour and have been promised the agreement would be cancelled and any months after the first cancellation date they would refund my money. we are going on 11 months and $330 that has been charged to my credit card. I want this business to cancel my service agreement and to refund the $330 it has charged me every month since cancelling my service.

  

  Business Response

  Date: 03/25/2024

  Hello Mr **********,

  we apologize for any inconvenience this may have caused you. Your membership has been cancelled as requested. We would love the opportunity to re-earn your trust in the future. Thank you, Team One Hour

• Initial Complaint

  Date:02/07/2024

  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.

  My name is Greg ****** **** ******* *****.... on 2/5/24 Monday "One Hour AIR Conditioning and Heating" @ 4455 W. Sam Houston Pkwy N. in Houston, TX. 77401-8207 sent a technician (Marcos *********) for a free inspection = LSS he fell thru the ceiling, and "Derick" (bossman) came out to inspect (2/6/24) and doesn't seem to think it's their liability. He says code requires a certain size platform for heating unit to sit on. MARCOS FELL THRU IN ROUTE TO THE UNIT!!
  Do I have any recourse as we are both elderly and disabled (and a veteran)

  

  Business Response

  Date: 02/07/2024

  Good afternoon,

  we are very glad to see that the Technician did not suffer any injuries as a result of working in an attic where the platform near the HVAC unit did not meet code requirements. One Hour AC & Heating did send a manager to the residence to inspect the area and communicate with the homeowner, at that meeting there was a mutual agreement between the homeowner and the manager on how to address the repairs needed. If there is anything further needed on this matter, please feel free to call 281-560-6311. Thank you 

• Initial Complaint

  Date:08/13/2023

  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.

  This company was called to my home to check air conditioning unit that was not getting cold (But cool air was coming out.) I expected 8 guests the next day so I decided to have the unit checked.
  Technician recommended adding refrigerant. He said he needed to go to warehouse to get refrigerant that was not carried on their service vehicles anymore. He returned and placed product.
  He left my home cooling at same level as he arrived and said it would start to cool soon. I left home minutes after technician left to run errands and returned 2 hours later to a HOT house with hot air coming from vents. NO MORE COOL AIR!!!! Only HOT air since that day.
  I called the company immediately and and was told someone would contact me shortly that evening about the problem. No call from them that evening or next day. I called them next morning and asked for someone to come to my home.
  I was told that the only thing they could do was to replace the unit.
  I am upset that they refused to send someone to see what happened. If they had simply done that I may have purchased a new unit from them.
  
  Of course this problem occurred at the worst time for me. I had out of town guests arrive the next day. I had to purchase window units and fans for the weekend.
  I simply want my $801 returned. It was a huge inconvenience and frustration for me.
  
  
  
  Rhonda

  

  Business Response

  Date: 08/15/2023

  Our Technician went over the findings that included a leaking coil and explained to our client we could not repair the damage. Our client requested to have R-22 freon added even after our Technician advised against it because we could not tell her how long it would last. Our Technician also explained if the client did decide to replace the equipment this spend could be applied towards the unit replacement cost. Please contact us directly if your decision is to replace the equipment. All work was approved and signed for before any work was completed on the invoice.

• Initial Complaint

  Date:07/25/2023

  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.

  1)Date of transaction:
  7/17/18
  
  2) Amount of money paid:
  $9256
  
  3) What the business committed to provide me:
  The business recommended I replace my broken HVAC system claiming it was necessary based on the high cost of the obsolete freon my system uses, because of the age, there would be higher repair costs of my currently installed HVAC system when it breaks, and soon to be lack of availability of the older freon used in my broken HVAC system. So, I agreed to installing a new system.
  
  
  4) What the nature of the dispute is:
  After the new system was installed, we immediately felt a decrease in performance. The air flow was not as strong, and the humidity levels were higher compared to our original HVAC system. We also have a western exposure. So, in the late afternoon, the new system struggles to keep up with the heat coming in from the late afternoon sun. Sometimes the temperature on the thermostat increases during the peak afternoon heat. We did not have that problem with the original system in our home.
  
  5) Weather or not the business has tried to resolve the problem:
  So, I noticed the evaporator coil assembly they installed was damaged. I notified the business about it and told them about the decrease in performance. They claimed everything was normal, but they said I needed more airflow. So they replaced the N type evaporator coil with a slab evaporator coil and claimed it would help increase airflow and help reduce the humidity.
  But that resulting in less airflow and the humidity issue did not change. During the hot part of the day, it struggles even more to keep up.
  They came out on multiple service requests but told me every time everything was normal. It took a year or so, but I finally got them to agree to install back the N shaped evaporator coil and it returned the same level of performance as when they firs installed it.
  
  The business continued to suggest the problem was not enough return air. So, I added return air in 2 different locations, cutting holes in my ceilings to install the returns. But that did not make a difference and I am left with 2 holes needing to be repaired.
  
  So, I went through my receipts from service done on my original system and looked t some old photos I took and was able to determine the original system installed was a 5-ton HVAC system.
  
  I contacted the business and questioned them why they installed a smaller4 ton system when the original system was 5 ton. They told me thy calculated the heat load and it came out to be 4 tons. But when I reviewed the calculations, I found some errors and it calculated more closer to a 5 ton.
  
  So, they sent out a technician and measured everything again and claimed it still came out to 4 tons. I reviewed the calculations, and again I found some errors that if done correctly, would have measured closer to 5 tons. Every measurement method I could find results in my home needing a system 5 tons like the one originally installed. Regardless of any calculations, the original HVAC system had stronger flow and performed much better.
  
  
  To conclude in summary, my question is why did they ripe apart my HVAC system changing it from a vertical system and relocating it in the attic as a horizontal system resulting in a decrease in performance compared to my original HVAC system? My question for the business is why they didn’t just replace the HVAC vertical system furnace and evaporator coil with a replacement 5-ton HVAC system equivalent to what was originally installed. It should have also reduced the installation cost!
  I request from the business is that they install back my HVAC system to the original vertical configuration with a new equivalent 5 Ton HVAC and locate it back where it was originally installed.

  Customer Answer

  Date: 07/27/2023

  Upon reviewing the documents, a few more points to note:

  1) Look in the "special Instruction" on the invoice and the claim is there was no room for the plenum. But my original system fit in the vertical position, and the original system is longer than the one they installed. All the extra stuff they added, and all the duct chaining and rerouting was totally unnecessary.

  2) Not sure how the payment went from $9256 up to $13,200.00. They claimed I had 0 financing. 

  3) There are a few more concerns regarding the need to replace the entire system that I would like to raise, but I would rather discuss them first over the phone and will put them in record is requested.

   

  

  Business Response

  Date: 09/05/2023

  Hello Mr Joe, it was great speaking with you. We are scheduled to come out and meet with you on Friday 8 September to go over your concerns from a new AC system install from 2018. As we discussed, the home depot document you submitted as part of this concern is from a different AC company, not ours. I am confident we will be able to address all your concerns and we look forward to working with you.

• Initial Complaint

  Date:07/25/2023

  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 called One Hour to check and fix my a/c that wasn't working. The tech replaced the compositor, but the unit didn't come on, $400 charge. He said the next step was to change the fan motor, the charge would be an additional $1,500. My uint was over 20 years old, so the tech suggested just get a new system. They sent out an estimator who quoted $20,000 for a 1255 sf home. He showed me receipts of other customers saying I was getting a good deal. I told him I could not afford to pay that amount. So he suggested I get the compressor replaced and coil replaced and keep my 20 yr old furnace. And showed my a $107 monthly bill from a $368 billed an asked would that work. I was left with a $9499 bill, and under the impression that everything on the order was needed to complete the job to give me a new system that I would fix my issue for years to come and within my budget which he assured. Twelve days later my a/c stopped working, a fuse popped they said it wasn't under warranty. After my dad got involved and stated they ripped me off by fluffing in a bunch of stuff that was not needed and that I should have had an entire new system compressor and furnace for what I paid. They estimator added a lot of unnecessary charges and my a/c still not working so the problem was never fixed and I'm left with a bill and an old furnace after paying $9499.

  

  Business Response

  Date: 07/27/2023

  We apologize for any inconvenience you experienced during
  the repair process of your air conditioning unit. We understand your
  frustration, and sincerely appreciate you bringing this matter to our
  attention. Our team has already come to your home and resolved the issue, plus
  our General Manager personally reached out to you this morning to verify that
  your AC unit is now functioning optimally and to address any remaining
  concerns. We prioritize the well-being and comfort of our customers, and we
  were pleased to confirm that your AC unit is in good working order! Please feel
  free to reach out to us if you experience any further issues with your unit, as
  you now have our direct contact information.