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:09/17/2025

  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 09/15/2025, technicians from One Hour Air Conditioning performed repairs on my home A/C system at ************************************************************************. They replaced a 45+5 MFD run capacitor, a 13 ton hard start kit, and an HVAC surge protector.I was charged a lump sum of $964, but the invoice only described the charge as storm kit, without an itemized breakdown of parts, labor, or service fees. I repeatedly requested a detailed invoice, but they refused to provide one. I later discovered that the actual market cost of these parts is approximately $150$250 total, meaning I was charged nearly four to five times the fair value.I believe this companys actions may violate the Texas Deceptive Trade Practices Act because:They misrepresented the work performed by labeling it only as storm kit.They refused to provide an itemized invoice despite repeated requests.They charged an excessive and unconscionable price compared to market value, taking advantage of my lack of technical knowledge.I am requesting that the Attorney General investigate this matter and require the company to provide transparency, proper documentation, and a refund for unfair charges.

  

  Business Response

  Date: 09/17/2025

  Greetings ******,

  Sorry to hear that you had issues with a One Hour franchise. However, each franchise is individually owned and operated. We do not have any affiliation with the franchise location you cited from *************,******

  We kindly ask that you remove this complaint and take this issue up with the branch that you did business with,

  -The One Hour Florida team

  

  Business Response

  Date: 09/17/2025

  Customer provided all original documents: We operate as a flate rate ******************** in the State of *****, as pricing varies by company, location, and the specific service or repair needed. Our flat rate pricing is a system where we provide a single, upfront cost for a job rather than charging by the hour, offering transparency and customer predictability for services like tune-**** repairs, and installations. Our technician offered several recommendations, the approval signature for this repair was captured along with the Authorization payment from the customer on 9/15/2025 at 7:09 PM CDT before proceeding with the approved repairs.

• Initial Complaint

  Date:08/19/2025

  Type:Sales and Advertising 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 08/09/25 I had a technician come out and inspect my non-cooling central AC from One hour Air Conditioning and Heating. He quoted me $1,900 for repairs but parts would have to be ordered and would not be fixed the same day, he gave me a 3-5 day waiting period for parts to arrive. I voluntarily agreed to pay for half of the total cost of repairs that same day and the remainder when my ac was fixed and job was complete. I paid with my credit card the same day $951.50 and technician left for the day. That night was extremely hot so I called a different company the following morning and I hired them to fix my AC the same day. I then contacted One Hour Air Conditioning and Heating 2 different days, for my refund for the $951.50, the person I spoke to on the phone assured me a refund was issued. I have not received my refund for a service I never received.

  Customer Answer

  Date: 08/19/2025

  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 8/19/2025 and assigned ID ********.
  
  Regards,
  
  

• Initial Complaint

  Date:08/14/2025

  Type:Product 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 contacted them for an AC inspection when it stopped working. They told me the motor needed replacement and asked for full payment upfront ($2,700+), which I paid. Later, they informed me that the coil was also faulty, leaking into the furnace, and that I would need an entirely new system including a furnace. I proceeded with the full replacement, spending $17,618. I requested a refund for the initial $2,700, but despite following up for the past two weeks, I have received no response. They are very proactive and responsive when they want to sell you a service, but once youve purchased, they stop responding entirely. Extremely disapp

  

  Business Response

  Date: 09/16/2025

  Our apologies for the delay in responding - on 8/18/2025 a refund was posted in the clients account in the amount of $2,148.00 to customers M/C ending in **10 and processed. Auth # ****** Our client has been infromed of this process. Thank you.

• Initial Complaint

  Date:07/22/2025

  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 the business to come out to fix a leak with my a/c emergency line. ***** told me it would cost $1600 to fix. $1600 later, there is a pvc pipe running down the side of my house that is still leaking and he states that he rewired the system design bc thats how everyone does it now. Instead of fixing the problem for a 4th of the cost, he created a work around(see long pipe running into yard and added rocks in my grass) for four times the cost. And the manager has yet to return my call. I didnt even get a receipt for what I paid for until I called in and asked about the detailed charges. Business Fraud

  

  Business Response

  Date: 08/02/2025

  We have already removed the external drain line for this client, we also went above and beyond by correcting his existing drain line problems at no adidtional cost. We apologize for not fully and clearly explaining how an external drain line appears and works, we do hope to re-earn your trust when it comes to HVAC repairs and services. Thank you

• 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:05/22/2025

  Type:Product 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.

  Date: 08/09/2024
  
  I called in for help to get an AC leak issue resolved. I had a tech from a different company top up the unit on 8/4 it did not last for 4 days. I informed the One-hour service team member when I scheduled a tech to investigate the leak and fix it, The one-hour tech ACE **** came in unprepared with no leak detector in with him. He just heard the case history again from me and plugged in his tools to the AC unit outside to confirm that the refrigerant level was low and there was a leak somewhere ( Which I already knew ). When I asked him to fix the issue he told me he doesn't have the tool to detect the leak and needs to reschedule me for another time with his team member to detect the leak. I was already disappointed to hear this, and he demanded a $99 diagnostic fee for just showing up to the location and checking the freon level which I was already aware of. This is daylight robbery, the company wanted to reschedule a different tech the next day. I spoke to their support team to check if I had to pay the $99 fee for 2 minutes of his time and they said YES. This is not professional by the tech or a company running a business. I request you to refund my money for doing nothing and also do not repeat this with any other customers.
  
  One Hour Air Conditioning & Heating
  Date: 08/30/2024
  
  we have processed a 99$ refund for this client for our tech not having a working leak detector on site during his call.
  
  
  Last August the resolution given by One Hour AC stated that the refund was issued. I never got the money credited, spoke to their accounting team who are useless because they are unable to track who they sent the money back to. They stopped responding [email protected] from accounting and Sonia. I hope BBB can get me help to get this sorted.

  

  Business Response

  Date: 05/23/2025

  We did receive the request for refund and the refund was provided. The attachment shows that the funds were sent elctronically and received by the bank. We informed the customer that all information in our systems and banks shows the funds were successfully transferred and received by his bank. We asked for something from his bank stating the funds were never recevied and to this point we have not recevied any information. 

  

  Business Response

  Date: 05/23/2025

  We did receive the request for refund and the refund was provided. The attachment shows that the funds were sent elctronically and received by the bank. We informed the customer that all information in our systems and banks shows the funds were successfully transferred and received by his bank. We asked for something from his bank stating the funds were never recevied and to this point we have not recevied any information. 

  Customer Answer

  Date: 05/23/2025

  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.  I spoke to Bank of America. Bank is questioning me how can One hour AC just transfer the money to an account number with no routing number. 

  I have not received the money in my account. I have spoken to One Hour AC accounting team who are clueless where the money went.

  Its basic common sense that one needs an account number + routing number to transfer the funds.  I have not received the refund, I am happy to furnish my bank statements for the 6 months  before and after you claim the refund has been issued, you could validate the same. I spent hours with Bank of America, who claim  the business has not routed the money. I have wasted more time on this issue. Their accounting team should have just mailed me a check , the way they collected my payment via check than trying to do some fancy method to refund (the money never arrived) . That paper proof they sent is what they gave me before which is useless, bank just asked me where is the routing number on the transfer. They need to work with their bank if they really refunded me to check where the money went , with out a routing number.

  This issue is not resolved yet. This is the issue that I have been chasing to get resolved.

   
  
  Regards,
  
  Indu
  
  
  
   

  
  

  Customer Answer

  Date: 05/23/2025

  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.  I spoke to Bank of America. Bank is questioning me how can One hour AC just transfer the money to an account number with no routing number. 

  I have not received the money in my account. I have spoken to One Hour AC accounting team who are clueless where the money went.

  Its basic common sense that one needs an account number + routing number to transfer the funds.  I have not received the refund, I am happy to furnish my bank statements for the 6 months  before and after you claim the refund has been issued, you could validate the same. I spent hours with Bank of America, who claim  the business has not routed the money. I have wasted more time on this issue. Their accounting team should have just mailed me a check , the way they collected my payment via check than trying to do some fancy method to refund (the money never arrived) . That paper proof they sent is what they gave me before which is useless, bank just asked me where is the routing number on the transfer. They need to work with their bank if they really refunded me to check where the money went , with out a routing number.

  This issue is not resolved yet. This is the issue that I have been chasing to get resolved.

   
  
  Regards,
  
  Indu
  
  
  
   

  
  

  

  Business Response

  Date: 05/29/2025

  Dear Mr. *****,
  Thank you for your continued communication. We understand your concern regarding the refund, and we’re sorry to hear that this issue remains unresolved from your perspective.
  As previously outlined, the electronic transfer was processed using the bank routing and account information you provided (also attached in this concern), and our bank has confirmed that the payment was successfully sent. When this matter was first raised, we offered to issue a paper check, but you opted for the electronic transfer due to the shorter processing time.
  At this stage, we have confirmed all transaction details with our bank and exhausted all options on our end to verify the transfer. If you believe the funds were not received into your account, we agree wtith you that you please provide a copy of your bank statement (with sensitive information redacted, if preferred) showing the absence of the deposit. Once reviewed and verified, we will proceed with issuing a replacement check.
  We appreciate your cooperation and hope to resolve this matter promptly.
  

  Best regards,

  One Hour AC & Heating

  

  Business Response

  Date: 05/29/2025

  Dear Mr. *****,
  Thank you for your continued communication. We understand your concern regarding the refund, and we’re sorry to hear that this issue remains unresolved from your perspective.
  As previously outlined, the electronic transfer was processed using the bank routing and account information you provided (also attached in this concern), and our bank has confirmed that the payment was successfully sent. When this matter was first raised, we offered to issue a paper check, but you opted for the electronic transfer due to the shorter processing time.
  At this stage, we have confirmed all transaction details with our bank and exhausted all options on our end to verify the transfer. If you believe the funds were not received into your account, we agree wtith you that you please provide a copy of your bank statement (with sensitive information redacted, if preferred) showing the absence of the deposit. Once reviewed and verified, we will proceed with issuing a replacement check.
  We appreciate your cooperation and hope to resolve this matter promptly.
  

  Best regards,

  One Hour AC & Heating

  Customer Answer

  Date: 06/12/2025

  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 One Hour AC just said they would refund me the $99, its not true they used the routing number and account number. I have attached the proof they had given, it says it was refunded to a card number ending with 0870 and has no routing number on the refund statement provided , more over its a white paper with no bank logo etc. 

  I have attached 3 month of my statements from **** ** ******* (July - Oct) . Request One Hour AC to review the statements to see there is no refund from your side. Please review and work on mailing me a check back to my address on the records. **** ******* ***** ** ********* ***** *****

  I would accept that as a resolution. Thanks.

  
  
  
  Regards,
  
  Indu
  
  
  
   

  
  

  Customer Answer

  Date: 06/12/2025

  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 One Hour AC just said they would refund me the $99, its not true they used the routing number and account number. I have attached the proof they had given, it says it was refunded to a card number ending with 0870 and has no routing number on the refund statement provided , more over its a white paper with no bank logo etc. 

  I have attached 3 month of my statements from **** ** ******* (July - Oct) . Request One Hour AC to review the statements to see there is no refund from your side. Please review and work on mailing me a check back to my address on the records. **** ******* ***** ** ********* ***** *****

  I would accept that as a resolution. Thanks.

  
  
  
  Regards,
  
  Indu
  
  
  
   

  
  

  

  Business Response

  Date: 06/18/2025

  Dear Indu,
  Thank you for your recent response. We have reviewed the information provided; however, we did not see the three months of bank statements attached to your message as referenced.
  Based on the documentation currently available to us, our records indicate that payments to your financial institution have been processed successfully.
  If you believe there is an error, please resend the bank statements you mentioned so that we can conduct a thorough review and assist you further.
  We appreciate your attention to this matter and look forward to resolving it promptly.
  Kind regards,

   

  Management

  

  Business Response

  Date: 06/18/2025

  Dear Indu,
  Thank you for your recent response. We have reviewed the information provided; however, we did not see the three months of bank statements attached to your message as referenced.
  Based on the documentation currently available to us, our records indicate that payments to your financial institution have been processed successfully.
  If you believe there is an error, please resend the bank statements you mentioned so that we can conduct a thorough review and assist you further.
  We appreciate your attention to this matter and look forward to resolving it promptly.
  Kind regards,

   

  Management

  Customer Answer

  Date: 07/02/2025

  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.  
  
  
  
  I had attached the 3 months bank statements on my previous response and I am re attaching the same. Please review and let me know. June , July, August 2024 bank statements are attached. I have blacked out other financial transaction amounts and balance.
  
  
  
  Regards,
  
  Indu
  
  
  
   
  

  Customer Answer

  Date: 07/02/2025

  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.  
  
  
  
  I had attached the 3 months bank statements on my previous response and I am re attaching the same. Please review and let me know. June , July, August 2024 bank statements are attached. I have blacked out other financial transaction amounts and balance.
  
  
  
  Regards,
  
  Indu
  
  
  
   
  

  

  Business Response

  Date: 08/04/2025

  My *****,

  Thank you for sending in a copy of the requested documents for our review to ensure accuracy we requested several months ago. After reviewing the requested documents by Mr *****, we have determined a refund is due to Mr *****. This will be processed 8/5/25 and will take 7-10 business days to reflect. 
  
  
  We appreciate and thank you for your patience and working through this.

  Management
  
  
  

  
  

  

  Business Response

  Date: 08/04/2025

  My *****,

  Thank you for sending in a copy of the requested documents for our review to ensure accuracy we requested several months ago. After reviewing the requested documents by Mr *****, we have determined a refund is due to Mr *****. This will be processed 8/5/25 and will take 7-10 business days to reflect. 
  
  
  We appreciate and thank you for your patience and working through this.

  Management
  
  
  

  
  

  Customer Answer

  Date: 08/05/2025

  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.  
  
  
  
  Thanks. I will wait for my check to be mailed. Once I receive the check will close the case out.
  
  
  
  Regards,
  
  Indu
  
  
  
   
  

  Customer Answer

  Date: 08/05/2025

  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.  
  
  
  
  Thanks. I will wait for my check to be mailed. Once I receive the check will close the case out.
  
  
  
  Regards,
  
  Indu
  
  
  
   
  

  

  Business Response

  Date: 08/22/2025

  I just verified with my accounting team. We did make a mistake on our side, we had clients with very similar last names, the issue has been corrected and the refund has been processed.

   

   

  Thank you,

  Customer Answer

  Date: 08/25/2025

  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.  
  
  I am waiting for the check to arrive. Based on my historical experience One Hour AC has not been prompt on keeping up their commitment. Once I get the check, will close out the issue.
  
  Regards,
  
  Indu
   
  

  Customer Answer

  Date: 09/05/2025

  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 5/22/2025 and assigned ID ********.
  
  Regards,
  Indu

   

  Its shameful one hour ac took forever to resolve this, thanks to BBB to take care of this.

• 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.