Decor & You

The following represents One Hour Heating and Air Conditioning’s interpretation and opinion on the issue based on our records and information provided by the customer, [redacted] ***.According to Mrs***, a new [redacted] system was installed at her property in March of by a company that is no longer in business.On June 29, 2015, the blower motor stopped workingThe motor was still covered under warranty at that timeWe replaced the motor, cleaned the coils, and installed a whole house air filter at that time(Invoice # [redacted] )On February 25, our technician visited Mrs***’s property for routine maintenanceAt that time, the customer had complained of the high power bills and that the unit would run continuously during low temperaturesThe technician performed all routine system checks and found the system to be operating normally with the exception of the system not having back up heatersThe technician recommended several improvements (Invoice # [redacted] ), including the installation of a heater kit (heat strips) with upgraded electrical, as the addition of the heater kit changes the electrical requirements of the systemNo additional work was performed on Mrs***’s HVAC system by One Hour technicians outside of the routine maintenance.On July 13, our technician visited Mrs***’s residence to perform routine maintenance on both indoor and outdoor unitsTechnician made several repair and improvement recommendations at that time (Invoice # [redacted] )No additional work was performed on Mrs***’s HVAC system by One Hour technicians outside of the routine maintenance.On September 27, our technician visited Mrs***’s residence to perform a system tune-upTechnician reported several issues with the system and recommended repairs, some of which had been recommended and quoted in the past (Invoice # [redacted] )Customer agreed at the time to replace filter and start deviceHowever, the work was delayed at the request of the customer.On November 27, our technician visited Mrs***’s residence to replace the filter and start device as agreed on September 27, However, the customer refused the work and elected to wait until the system died before replacing anythingShe again asked to be quoted for heat strips(Invoice # [redacted] )According to Mrs***, she had a heating kit (heat strips) added to her furnace and other repairs performed in February of by another company— [redacted] ***Two months later in April 2018, Mrs [redacted] reports experiencing loud explosions and black smoke when she turned the system onShe reports having [redacted] come back out to diagnose the problemShe states that [redacted] *** blamed the system failure on the wiring from One Hour's blower motor installation in June 2015.These accusations are incorrectNo electrical upgrades were needed at the time of the motor installationThe customer reported in her complaint, and our technicians verified over the last service visits, that the system and motor worked correctly until February of this year, which is when she had the heating kit installed and other repairs performed by [redacted] ***The addition of the heating kit changes the electrical requirements of the system, which is why our technician included the electrical work in the quote on February 26, If the electrical was not upgraded when [redacted] *** installed the heating kit, or if any of the other repairs done by [redacted] *** were performed incorrectly, this could have caused a system failure.On April 9, our technician visited Mrs***’s residence to perform a second opinion inspection on the failed unitThe technician found an open splice for the condensate pump, undersized wire from disconnect to air handler, unsecured run capacitor used in outdoor unit, unsecured defrost control board, loose contactor high-voltage wires (repaired at no cost that day), improperly mounted heating kit, and a failed X-moduleNone of these issues were apparent prior to [redacted] ***'s work on Mrs***'s systemOur technician quoted the customer for the recommended repairs needed to fix the system and gave an estimate for a replacement system at that time (Invoice # [redacted] ).One Hour Heating and Air Conditioning rejects all accusations that Mrs***'s system failure was a result of any work performed by One Hour Heating and Air Conditioning techniciansOne Hour Heating and Air Conditioning also declines to provide Mrs [redacted] with the requested refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
I am rejecting the offer made by the business because I feel that they are breach of contractThe contract states your peace of mind pageIt also discusses the code of ethicsNowhere on the contract does it state that they are allowed to drop a customer without noticeThe mailing address has been givenThey never called me to let me know that they were no longer honoring my contractI called to after-hours number and they put me on hold and told me they were no longer honoring the contractThis was in January I called and had someone to call during the month of January and was never told this, was told that someone would call with an appointmentPhone calls are usually recorded and I have not been hostile towards persons on the phoneI asked about the apples to apples because the next door neighbor stated he paid about $for his unit and other said $8,was way to much for a unitThen that is when they said "you will never be satisfied" , but was never told until January that they sent a check stating they no longer was honoring the contractNo discussion, just they were sending me a check and was not honoring itThey blocked my number months ago and all numbers associated with me in January They told me I would never find apple to apples because of how the contract was written
Regards,
*** ***

The following represents One Hour Heating and Air Conditioning’s interpretation and opinion on the issue based on our records and information provided by the customer, [redacted].According to Mrs. [redacted], a new [redacted] system was installed at her property in March of 2014 by a company that is no...

longer in business.On June 29, 2015, the blower motor stopped working. The motor was still covered under warranty at that time. We replaced the motor, cleaned the coils, and installed a whole house air filter at that time. (Invoice #[redacted])On February 25, 2016 our technician visited Mrs. [redacted]’s property for routine maintenance. At that time, the customer had complained of the high power bills and that the unit would run continuously during low temperatures. The technician performed all routine system checks and found the system to be operating normally with the exception of the system not having back up heaters. The technician recommended several improvements (Invoice #[redacted]), including the installation of a heater kit (heat strips) with upgraded electrical, as the addition of the heater kit changes the electrical requirements of the system. No additional work was performed on Mrs. [redacted]’s HVAC system by One Hour technicians outside of the routine maintenance.On July 13, 2016 our technician visited Mrs. [redacted]’s residence to perform routine maintenance on both indoor and outdoor units. Technician made several repair and improvement recommendations at that time (Invoice #[redacted]). No additional work was performed on Mrs. [redacted]’s HVAC system by One Hour technicians outside of the routine maintenance.On September 27, 2017 our technician visited Mrs. [redacted]’s residence to perform a system tune-up. Technician reported several issues with the system and recommended repairs, some of which had been recommended and quoted in the past (Invoice #[redacted]). Customer agreed at the time to replace filter and start device. However, the work was delayed at the request of the customer.On November 27, 2017 our technician visited Mrs. [redacted]’s residence to replace the filter and start device as agreed on September 27, 2017. However, the customer refused the work and elected to wait until the system died before replacing anything. She again asked to be quoted for heat strips. (Invoice #[redacted])According to Mrs. [redacted], she had a heating kit (heat strips) added to her furnace and other repairs performed in February of 2018 by another company—[redacted]. Two months later in April 2018, Mrs. [redacted] reports experiencing loud explosions and black smoke when she turned the system on. She reports having [redacted] come back out to diagnose the problem. She states that [redacted] blamed the system failure on the wiring from One Hour's blower motor installation in June 2015.These accusations are incorrect. No electrical upgrades were needed at the time of the motor installation. The customer reported in her complaint, and our technicians verified over the last 4 service visits, that the system and motor worked correctly until February of this year, which is when she had the heating kit installed and other repairs performed by [redacted]. The addition of the heating kit changes the electrical requirements of the system, which is why our technician included the electrical work in the quote on February 26, 2016. If the electrical was not upgraded when [redacted] installed the heating kit, or if any of the other repairs done by [redacted] were performed incorrectly, this could have caused a system failure.On April 9, 2018 our technician visited Mrs. [redacted]’s residence to perform a second opinion inspection on the failed unit. The technician found an open splice for the condensate pump, undersized wire from disconnect to air handler, unsecured run capacitor used in outdoor unit, unsecured defrost control board, loose contactor high-voltage wires (repaired at no cost that day), improperly mounted heating kit, and a failed X-13 module. None of these issues were apparent prior to [redacted]'s work on Mrs. [redacted]'s system. Our technician quoted the customer for the recommended repairs needed to fix the system and gave an estimate for a replacement system at that time (Invoice #[redacted]).One Hour Heating and Air Conditioning rejects all accusations that Mrs. [redacted]'s system failure was a result of any work performed by One Hour Heating and Air Conditioning technicians. One Hour Heating and Air Conditioning also declines to provide Mrs. [redacted] with the requested refund.

Below is a detailed and factual account of One Hour Heating & Air Conditioning’s communication and service history with Ms. [redacted].   3/10/15 We installed Ms. [redacted]’s new 2.5 ton unit. A 2.5 ton unit was installed instead of a 2 ton unit because Ms. [redacted] stated her old 2 ton unit was...

not keeping up. An upsized unit was recommended and installed to compensate for this matter. A complimentary 1-year maintenance agreement protection plan was provided at this time ($149 value).   3/16/15 We came back for a final inspection. At this time Ms. [redacted] asked for the light on her thermostat to be disabled because she felt it was too bright. We completed that request at no cost to Ms. [redacted].   3/20/15 Ms. [redacted] called to complain about a noise from the thermostat. We came out and replaced the thermostat with a different brand of thermostat. We also increased the vent size in the master bedroom. We completed this work at no cost to Ms. [redacted].   3/27/15 Ms. [redacted] called again to complain that the system was still too loud. We came out that day to completely redo Ms. [redacted]’s duct system. We completed this work at no cost to Ms. [redacted].   4/6/15 We came back out to inspect the unit for noise and recommended adding isolation pads to reduce noise further.   4/22/15 We came back out to install the isolation pads at no cost to Ms. [redacted].   9/2/15 Our technician came out to perform a heat load analysis and determined the system to be oversized, which we knew to be the case from the beginning.   9/10/15 In an attempt to satisfy Ms. [redacted], we replaced the 2.5 ton with a 2 ton unit and replaced the thermostat again at no cost to Ms. [redacted].         9/15/15 Ms. [redacted] called to complain that her son’s room was not cooling and the new unit was also too noisy. We came out to adjust dampers for the indoor air flow and adjusted the isolation pads to minimize the noise at no cost to Ms. [redacted].   9/28/15 Ms. [redacted] called to state the unit seemed to be short cycling by staying on for 5 minutes at a time. Ms. [redacted] stated that she set the thermostat at 73 degrees but the indoor temperature was staying at 70. Our technician visited to evaluate the system. Our technician reported that the unit was working correctly. Ms. [redacted] was not charged for this visit.   6/30/16 We visited to perform routine seasonal maintenance according to Ms. [redacted]’s complimentary maintenance agreement. At that time, Ms. [redacted] reported to our technician a humming sound coming from the system. The technician determined the system was operating normally.   7/27/16 Ms. [redacted] called to report a noise coming from her unit. The technician evaluated the system and determined the equipment was operating normally. To address Ms. [redacted]’s concern about the noise, the technician recommended moving the line set from the interior to the exterior wall and relocating the outdoor unit to the east end of the north wall of the house.   8/2/16 We ran a new line set on the exterior wall and moved the unit to the east end of the north wall of Ms. [redacted]’s home to reduce the noise Ms. [redacted] was claiming to experience. This work was done at no cost to Ms. [redacted].   1/17/17 Ms. [redacted] called again to complain about the noise from the system. We visited to perform routine seasonal maintenance per Ms. [redacted]’s complimentary maintenance agreement. The technician reported that the system was working properly and there was no abnormal noise.   4/7/17 Ms. [redacted] called our office and was hostile with an office staff member stating how unsatisfied she was with our company. Ms. [redacted] stated that someone she knew told her she had overpaid for her unit and stated she didn’t want the unit anymore.   She was transferred to the company’s owner. Our owner explained all the work that had been done including all the visits and changes we had made at her request, and reminded her that most of the additional work was done at no cost to her. In addition, we issued a $500 “no frustration” guarantee refund. Our owner explained to her that our company had done everything we could to make her happy through the process. Ms. [redacted] asked for a refund on the unit and for our technicians to come get the unit. Our owner declined that request. Ms. [redacted] stated again that someone told her she overpaid for the unit and she was still unhappy with a noise coming from the unit. Our owner offered to send another technician to evaluate the unit.   4/10/17 Our technician visited to run a full diagnostic inspection on the unit and determined the system was operating normally and there was no abnormal noise. This visit was completed at no cost to Ms. [redacted].   4/11/17 Ms. [redacted] called the office after hours. Her phone call was answered by an after hours call center staff member. Ms. [redacted] was speaking in a hostile manner about her grievances about her experiences with our company and her conversation with our manager.     After repeated hostile conversations with our team members, our company’s management determined that we could no longer serve Ms. [redacted] as a customer and declined any further communication or service.   1/19/18 We mailed Ms. [redacted] a formal letter stating: “After careful consideration and multiple attempts to satisfy your concerns regarding you HVAC system, we have concluded that there is nothing wrong with your system and that your needs would be better met by a different HVAC company. Please find the enclosed check for $149.00 for your two remaining [redacted] visits. Your system is still under a manufacturer warranty so it is able to by serviced by any other HVAC company.”   The letter and check have been returned to our office twice.

Ms. [redacted] declared in her desired settlement statement that she wishes for our company to "pay [her] what [she] paid for the contract..."To clarify, Ms. [redacted]'s maintenance contract was complimentary—provided at no cost to her. However, we are still willing to provide her with a check for the value of the maintenance contact ($149). This will cover the cost of a new maintenance agreement with another company.Attached is an image that shows the two returned envelopes from our previous attempts to satisfy this request. If Ms. [redacted] would confirm her mailing address or provide a different mailing address, we will be happy to send it again.Thank you.