Rohrer's One Hour Heating & Air Conditioning

I'm an 11 year customer with a bi-yearly service contract. This company is second to none in making appointments and service. A special thanks to Rob C for fixing our heat pump yesterday using only the parts necessary within my contract. I would recommend Rohrers One Hour to all my neighbors and friends.

Nathan J was very professional. He explained the service in great detail and solved my issue! I have been dealing with this company for 7 yrs. and have been pleased with their services each time they come.

Corey was professional, courteous and informative. Very appreciative of his time and work.

Dave provided excellent, professional service and advice. He was a pleasure to work with because I immediately built a strong confidence in his ability to do the job. Very pleasant and respective of my home.

Dave L[redacted] did a good job for us in our bi annual inspection. He was courteous and efficient,

The work that Dave L[redacted] did on are furnace was a excellent job.

Dave L[redacted] was extremely professional and thorough, explained everything with the service call as well as protection plans, which I purchased. He quickly installed multiple new options, was very personable. With the transition from Calvert to One Hour, he has made me confident and assured that I will continue to have great service and should have no worries with my covered assets.

Dave L. was friendly, courteous, knowledgeable and professional.

Mark K was very pleasant and he left my house clean. Very efficient and answered all my questions

Seth C came to our house this morning at 10:00 a.m. to check our furnace as part of our maintenance program. He did not enter my house before he put on the slippers over his shoes. Then he went to work in checking first the thermostat and then down stairs to the furnace room. He checked over everything thoroughly and even changed the filter! Everything checked out great!! Seth then asked if we had ever had the air ducts cleaned and explained the process. We signed on with the offer and we are looking forward to getting our whole system cleaned and working top notch this winter!! Thank you, Seth, for your help and work today!!

Rob from Rohrer's One Hour Heating and Air Conditioning is always prompt and polite. He always does a great job on our heater and air conditioner.

Professional service, on time appointments, work done was explained well. David L[redacted] was courteous, kind and thorough.

Dave L[redacted] did an exceptional job of cleaning our chimney of bird nest debris, then cleaned our furnace. He was quick to identify the problem & find a workable solution. He also clearly explained options of financing the repair & maintaining/renewing our contract with Rohrer's. He was very focused, on task, professional & pleasant. Rohrer's is fortunate to have him as a top notch employee.

I had my furnace serviced today the technician name was Dave L[redacted]. One great person, new what he was talking about.

On time, friendly and knowledgeable.

Have been pleased with my association with Rorher's for the past six years. Annual services on both Heating and AC have kept system running well.

One Hour Heating & AC is a great business to do service with. We signed up for them to come out and do yearly maintenance on our heating/cooling system, and they always exceed our expectations! All of the technicians are always super friendly, and are very knowledgeable about the services they provide.

Excellent service. Technician personable and helpful

Review: - [redacted] Electric Wall Heaters 4,800w 240v / 1ph - installed 2-3 years ago.

- Original invoice not found by owner, original invoice not produced by Rohrer's

- May 5, 2014 - 7:45 am - thermostat - unit switched from on to off and malfunctioned

- sparks and flames were a result

- 911 was phoned

- Made sure breaker was off

- Firemen dismantled unit, checked wiring, checked wall, checked breakers - report was filed

- Firemen commented unit new, signs of no wire, no breaker malfunction

- Coils showed discoloration, on/off box top right of unit some charring

- Firemen advised Rohrer's be called to check warranty and disconnect

-Wife phoned husband

- Husband phoned [redacted] - no technicians available, no window appointment, $153 charge at that time husband said he would talk to spouse and may be canceling due to charge.

- Husband spoke with wife, local number was phoned, [redacted] Rohrer spoke with husband about the incident and the charge.

- [redacted] stated charge would be determined later

- Wife spoke with [redacted]

- $173 charge to come out was stated.

- Wife exclaimed "Whoa, whoa, whoa. We can't do that at this time. We are not even sure how we want to proceed with your company, or we may go with another company." The seriousness of the situation was discussed. [redacted] said he would return call.

- 9:49 am - [redacted] phoned back - [redacted] said "I have a technician on the way. He can be there shortly." Wife responded "If there is going to be any charge today, cancel your technician." He said "I will get a technician out there to at least disconnect and assess it, then we will talk."

- Ben was to be at the house by 10:10 am - he arrived at 11:15 am

- Homeowner had to phone as to whereabouts of technician

- Technician states he remembers installing the unit

- Technician stated "Looks like a faulty coil"

- Homeowner still looking for invoice - does not agree with company on installation date

- Invoice is found on past house inspection on 4/29/2011

- Technician then states "Could be the breaker box" - complete turnaround from original assessment

- Unit disconnected

- Technician stated [redacted] would be in touch with warranty information, purchase information, new purchase information, and charges if we decide to go with their company

- Technician left

- Homeowner began to check online for warranty information and product reviews

- Meanwhile technician returns - he stated he needed pictures, but he stated he needed to leave with $173 so that his boss would not be upset with him

- Wife explains what was told to her and so he says just give me $53 so that I am okay with my boss

- Homeowner says No, that is not what was explained

- Technician states Get in touch with your homeowners insurance for them to pay coming out fee, heater, maybe new panel box

- Homeowner knows that homeowners' insurance is only for damages that occurred to property due to flood or fire, but did confirm with State Farm

- Phoned [redacted] Electric where said heater was purchased by Rohrer / [redacted] and [redacted] confirmed no such purchase within a five-year period

- Marley the heater manufacturer working with homeowner

- May 6, 2014 - [redacted] Roher leaves voice mail at home- 9:49 am

- Requesting payment of $145 for disconnection which was never discussed

- Disconnect was something explained that he was requesting the technician do at no charge and after assessment by technician additional charges for going forward in the future were to be discussed and nothing was

- Homeowner disappointed - past experiences with Rohrer were positive - long-term relationship had been formed; with tone, unprofessionalism, very last questionable experience with [redacted] Plumbing - a phone call was placed this evening (May 6, 2014) on [redacted] Rohrer's voice mail stating we no longer wish to do business with them. Homeowner (wife) made perfectly clear many times before technician even came out that explanation of all charges was required up front. Stated to homeowner that there would be absolutely no charge for visit and assessment. Future charges would be discussed. Again - tone, lack of compassion, late for appointment with no call after a very stressful morning warrants at the very least an apology Customer does not wish to do business with Rohrer's in the future Homeowner's job allows for very positive feedback from customers for many reputable plumbing and heating businesses. Desired Settlement: Not to be invoices/charged as per verbal agreement.

Business

Response:

We apologize for the misunderstanding. When I spoke to **. [redacted] on the phone, I did state that we would waive the service call fee so that we could get a technician to the home and discover any existing issues. There was no intent that we would disconnect the system for free. We apologize for any misunderstanding and we have waived the invoice so that there is no payment due or balance remaining. The invoice was waived after the voicemail left by [redacted]. [redacted] to myself on May 6, 2014, which is why she never received an invoice. Please let me know if there are any remaining questions.-[redacted]

Mark did a great job...very thorough.