ComplaintsforOne Hour Air Conditioning & Heating

• Initial Complaint

  08/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  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

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I purchased a 12 month recurring payment plan (called comfort club membership) with One Hour around June 2020 and was billed $14 accordingly in exchange for free inspections for heating and cooling. The billing would continue even after the 12 months was complete (which I was aware). However, I cancelled my membership well beyond the 12 months and was told it was cancelled (this occurred around April 2022.) However, I found that One Hour was still billing me monthly. I called to request a refund and they “sent my request over to billing”. To this day I have not received a refund and I am still being billed. I called again around august and was to.d again that my request would be forwarded to billing. I discovered today they are still billing me and have not stopped the charges. The representative refused to provide me with the number to the billing department, nor did she transfer me. I also asked for their address to make a complaint and was told “clay and west Sam Houston parkway” and was told she did not know or have the address. Please note. I may not have the correct times I called month wise but this has been an ongoing issue for several months and I just want my money back and for the charges to stop immediately.

  

  Business response

  10/24/2022

  Hello,

  I have reviewed your file and want to apologize for the delay in processing. As of today, 10/24/22 we have cancelled your membership and processed a refund effective July 2022 when we have record of your first call. Please feel free to call ************ and speak to Jimmy the General Manager if you do not receive the refund within 7-10 business days. Again, we apologize for the delay, we do hope you will give us a chance to re-earn your trust in the future.

• Initial Complaint

  05/21/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Last June, I was serviced for an a/c problem. Every month since then, I been billed $15 on my credit card. I have attempted several times over the last month to talk to the billing department regarding this and no one returns my phone calls and when I speak to a customer service representative, they tell me that the billing department is going to voicemail. I want to resolve this with them, but they seem to be unwilling.

  

  Business response

  05/24/2021

  Good morning Mr. ****,

  we apologize for any inconvenience this may have caused you. Our Team did receive a request on 5/19/21 to cancel the service, that request has been completed effective 5/19/21. Please contact us directly at 281-560-6311 should you have any further concerns. Thank you for the opportunity to serve you, all of us here at Team One Hour do hope you will use us again.

  Jimmy ******* - GM

*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. ↩