Los Compadres Restaurant Inc.

One Hour Heating and AC has been doing our boiler and central AC maintenance for several years and they are a top quality companyThey deliver on-time, quality service from expert work men who are knowledgeable on new and old equipmentThey do not sandbag you with questionable extrasThey do what is needed to provide you with heating and a/c that reliable and smooth-running

Joe and Bob did an outstanding job installing my new furnace and a/c They were both prompt, clean, professional, and thorough Everything was finished on time and with no interruption to our day Everything works great and is so clean They explained everything, were very polite and willing to answer any questions They are a great crew and an asset to their company
Also, the serviceman, Rick, who came out to look at my old unit did a great job of explaining what was wrong with my a/c and furnace and the costs involved to fix it He explained everything about the pricing for a new unit and clearly wrote up the invoice Great job

Initial Business Response /* (1000, 5, 2014/08/04) */
We began servicing clients system in Our first visit was to clean and check the A/CNo problems were reported by client at that time, and no problems were found other than an older systemThe client signed up for maintenance agreement,
and we have continued to service both the furnace, and A/C for the last yearsOver the last years the client has not called us or brought to our attention any issues with AC not working after we have performed annual maintenanceAfter the last A/C inspection on 07/16/If you refer to the techs system efficiency report, the technicians readings show that the required super heat was with in the + or - degrees it should have been, and was normalThis means the freon levels are at what they should be atOnly recommendations made was to consider options on replacing system due to it being older and less efficient than today's standardsAt that time the client decided to waitWhen we came out to do the furnace maintenance in October the client asked if we could send someone out to give the A/C replacement options, which we didThe estimate was given on 10/16/and have not been out to the client sinceIf client was having any problems with A/C not working they were never reported to us
Customer stated he had a friend, or neighbor who was in the business come out and found it overcharged and the fan set wrongThe friend made adjustments to the systemClient did not call us and bring any problems to our attention, and did not give us any opportunity to confirm if this was the case or notKeep in mind the client had his friend out making those adjustments a year after our last A/C inspectionThe client also was not able to provide an invoice with his friends diagnoses
Over the years of service we have not added any freon to the clients system, and the readings have always been in proper rangeThe client never called with any problems about A/C not cooling properly eitherIf system was over charged it was not done by One Hour, and again checked out on Maintenance visits
Client requested monthly comfort club to be cancelled, and was done so per his requestSystem efficiency report for AC and furnace are completeIn addition to this clients invoice states that all components have been checked and all is OK, both of which the client signed off onOn the A/C checklist only boxes are not checkedthey are as follows:
#Condition of start assist: There is not one existing to check, but it was recommended to have added on bottom of report by tech
#Test defrost timer: On heat pumps onlyClient does not have a heat pump
#Test reversing valve: Again a heat pump only control
As for the furnace that was installed in Price given & agreed upon was after all discounts had been applied.Agreement and cost of install was accepted on 11/06/The job was signed off on, installed, and accepted as satisfactory by the homeownerNo problems with price or not receiving discounts was ever brought to our attentionIf there was then those issues would have been addressed before we had a signed agreement with a final install price
All services have been performed as agreed uponComfort Club has been cancelled per clients requestNo additional reimbursements are due
Initial Consumer Rebuttal /* (3000, 7, 2014/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My parents only received HVAC service from One Hour, from X-to 7-14-No other company was contacted until I had another service evaluate my parent's AC unit on July 8, due in large part to One Hour's completely unnecessary and unwarranted recommendation in the Fall for a replacement
One Hour states that numbers 23, 24, and on service records do not apply, even when it is obvious that there is a box to check when something does not applyEach form in my possession is filled out differentlyReports reveal grossly inconsistent documentation between technicians over several years
The 7/16/signature does not match all of the other reports' signaturesMy mother, the client, did not sign the 7/16/reportThis report included extra charges that your client may not have authorized if given the chanceOne Hour asserts that documentation is important when it comes to "signing off" on their work, but does not hold their technicians to the same standard to properly document, even allowing someone other than the client to approve their work
On Proposal/Agreement (11/6/09), as well as *** (11/10/09-service #XXXXXX), no discount for the $total price is applied nor implied, and no indication of a verbal discount is writtenAC quotation (10/16/13) has no discount appliedBecause no discount is expressly indicated, none was givenDocuments submitted by One Hour demonstrate that a discount was not appliedOne Hour cannot prove the price was already discounted just by merely stating it
Attached is photo, taken by me on 7/8/14, of garbage found in line and improper sealing of drain, as well as receipt for items needed to repair drain line that dayFinding garbage in the pipe should have been noticed by One Hour during routine inspection of #on System Efficiency Report on 7/16/13, and if not then, on 10/13/One Hour replaced condensate pump on 11/17/11, job #XXXXXX
The diagnostic service, on 7/8/14, was performed by a technician; not my friendNo invoice was ever asked for or inquired about during any and all of my contact with One HourKeep in mind that complaining about not getting something, for which you never asked, is misleading and dishonestHad they asked, I may have felt as if they were as responsive to my parents' needs as when they presented their nearly $quote for a new AC in October,
One Hour cannot say for certain that Freon was not addedOne Hour makes no mention of the fan speed being improperly set
"The client never called with any problems about A/C not cooling properly either." One Hour's solution is to advise my parents to replace the unit, due to age, and not document a contractual discount
Improper, incomplete, and inconsistent documentation indicating that the work was missed, or not done at allPoor professionalism and workmanship which may have increased utility costs and maintenance costs which contradicts Comfort Club contractNo discounts were applied per One Hour's Comfort Club contractBecause no other contractor was engaged to service the AC unit, and my parents were satisfactory and current Comfort Club members, I maintain that One Hour should be responsible for $
Final Consumer Response /* (4200, 11, 2014/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Recommending elderly clients A/C products in the fall season is not properOne Hour representatives should have advised my parents to wait until spring to guarantee their current A/C is not serviceable and not merely oldWhen you told my parents it was a good idea to replace their A/C, they believed youMy parents have paid more than $to One HourThey deserved better for their loyalty to you
The frank suggestion that this is my attempt to discredit one Hour is not meaningful to this processWhat discredits One Hour is not being fully aware of ALL that transpired until recentlyIt is worth repeating that I sent an email with letter attached to customer service and Mr***, on July No confirmation, no inquiry, and no responseThe tactics they choose to employ against my sincere and reasonable complaint discredits One HourWhether willful mistakes or not, it diminished the quality of service my parents received and complicates my appeals
One Hour dismisses consistently inconsistent documentation practices as no cause to question workmanship or service quality when in fact problems were foundHVAC company invoice reflecting $payment is available
Stating a 10% discount was given without providing proof is not credible
One Hour did not adhere to the Comfort Club contract as promisedProof that my specific claims are without merit has not been provided
In addition to the $(months reduced to months) offered by One Hour for service not provided;
10% furnace discount $
HVAC second opinion $
Total $
Final Business Response /* (4000, 21, 2014/10/08) */
As our last response mentioned, we are sorry we could not come to an agreement on the equipmentOur final offer will be to refund the $for the work not completed that was part of the comfort club

The service received was greatThe customer care associate over the phone and the technician were both friendly, helpful & thorough

Jose and his assistant arrived promptly to review the operation of both my heating and air conditioning systems. They worked quietly without disturbing me or my dogs. Jose was very helpful in explaining how to get the best use out of the electrostatic filter; which earlier technicians had failed to do. He also told me of improvements in filtering smaller particles out of the air.

Excellent Service, prompt arrival, accurate appointment scheduling. Service Tech Jose G is very knowledgeable and I would recommend him and ACG to anyone.

Initial Business Response /* (1000, 5, 2014/08/04) */
We began servicing clients system in 2009. Our first visit was to clean and check the A/C. No problems were reported by client at that time, and no problems were found other than an older system. The client signed up for maintenance...

agreement, and we have continued to service both the furnace, and A/C for the last 5 years. Over the last 5 years the client has not called us or brought to our attention any issues with AC not working after we have performed annual maintenance. After the last A/C inspection on 07/16/13 If you refer to the techs system efficiency report, the technicians readings show that the required super heat was with in the + or - 5 degrees it should have been, and was normal. This means the freon levels are at what they should be at. Only recommendations made was to consider options on replacing system due to it being older and less efficient than today's standards. At that time the client decided to wait. When we came out to do the furnace maintenance in October the client asked if we could send someone out to give the A/C replacement options, which we did. The estimate was given on 10/16/13 and have not been out to the client since. If client was having any problems with A/C not working they were never reported to us.
Customer stated he had a friend, or neighbor who was in the business come out and found it overcharged and the fan set wrong. The friend made adjustments to the system. Client did not call us and bring any problems to our attention, and did not give us any opportunity to confirm if this was the case or not. Keep in mind the client had his friend out making those adjustments a year after our last A/C inspection. The client also was not able to provide an invoice with his friends diagnoses.
Over the 5 years of service we have not added any freon to the clients system, and the readings have always been in proper range. The client never called with any problems about A/C not cooling properly either. If system was over charged it was not done by One Hour, and again checked out normal on Maintenance visits.
Client requested monthly comfort club to be cancelled, and was done so per his request. System efficiency report for AC and furnace are complete. In addition to this clients invoice states that all components have been checked and all is OK, both of which the client signed off on. On the A/C checklist only 3 boxes are not checked. they are as follows:
#23 Condition of start assist: There is not one existing to check, but it was recommended to have added on bottom of report by tech.
#24 Test defrost timer: On heat pumps only. Client does not have a heat pump.
#25 Test reversing valve: Again a heat pump only control.
As for the furnace that was installed in 2009. Price given & agreed upon was after all discounts had been applied.Agreement and cost of install was accepted on 11/06/09. The job was signed off on, installed, and accepted as satisfactory by the homeowner. No problems with price or not receiving discounts was ever brought to our attention. If there was then those issues would have been addressed before we had a signed agreement with a final install price.
All services have been performed as agreed upon. Comfort Club has been cancelled per clients request. No additional reimbursements are due.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My parents only received HVAC service from One Hour, from X-XX-XX to 7-14-2014. No other company was contacted until I had another service evaluate my parent's AC unit on July 8, 2014 due in large part to One Hour's completely unnecessary and unwarranted recommendation in the Fall for a replacement.
One Hour states that numbers 23, 24, and 25 on service records do not apply, even when it is obvious that there is a box to check when something does not apply. Each form in my possession is filled out differently. Reports reveal grossly inconsistent documentation between technicians over several years.
The 7/16/13 signature does not match all of the other reports' signatures. My mother, the client, did not sign the 7/16/13 report. This report included extra charges that your client may not have authorized if given the chance. One Hour asserts that documentation is important when it comes to "signing off" on their work, but does not hold their technicians to the same standard to properly document, even allowing someone other than the client to approve their work.
On Proposal/Agreement (11/6/09), as well as [redacted] (11/10/09-service #XXXXXX), no discount for the $2875.00 total price is applied nor implied, and no indication of a verbal discount is written. AC quotation (10/16/13) has no discount applied. Because no discount is expressly indicated, none was given. Documents submitted by One Hour demonstrate that a discount was not applied. One Hour cannot prove the price was already discounted just by merely stating it.
Attached is photo, taken by me on 7/8/14, of garbage found in line and improper sealing of drain, as well as receipt for items needed to repair drain line that day. Finding garbage in the pipe should have been noticed by One Hour during routine inspection of #87 on System Efficiency Report on 7/16/13, and if not then, on 10/13/13. One Hour replaced condensate pump on 11/17/11, job #XXXXXX.
The diagnostic service, on 7/8/14, was performed by a technician; not my friend. No invoice was ever asked for or inquired about during any and all of my contact with One Hour. Keep in mind that complaining about not getting something, for which you never asked, is misleading and dishonest. Had they asked, I may have felt as if they were as responsive to my parents' needs as when they presented their nearly $5000.00 quote for a new AC in October,2013.
One Hour cannot say for certain that Freon was not added. One Hour makes no mention of the fan speed being improperly set.
"The client never called with any problems about A/C not cooling properly either." One Hour's solution is to advise my parents to replace the unit, due to age, and not document a contractual discount.
Improper, incomplete, and inconsistent documentation indicating that the work was missed, or not done at all. Poor professionalism and workmanship which may have increased utility costs and maintenance costs which contradicts Comfort Club contract. No discounts were applied per One Hour's Comfort Club contract. Because no other contractor was engaged to service the AC unit, and my parents were satisfactory and current Comfort Club members, I maintain that One Hour should be responsible for $706.80
Final Consumer Response /* (4200, 11, 2014/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Recommending elderly clients A/C products in the fall season is not proper. One Hour representatives should have advised my parents to wait until spring to guarantee their current A/C is not serviceable and not merely old. When you told my parents it was a good idea to replace their A/C, they believed you. My parents have paid more than $4300.00 to One Hour. They deserved better for their loyalty to you.
The frank suggestion that this is my attempt to discredit one Hour is not meaningful to this process. What discredits One Hour is not being fully aware of ALL that transpired until recently. It is worth repeating that I sent an email with letter attached to customer service and Mr. [redacted], on July 14. No confirmation, no inquiry, and no response. The tactics they choose to employ against my sincere and reasonable complaint discredits One Hour. Whether willful mistakes or not, it diminished the quality of service my parents received and complicates my appeals.
One Hour dismisses consistently inconsistent documentation practices as no cause to question workmanship or service quality when in fact problems were found. HVAC company invoice reflecting $120 payment is available.
Stating a 10% discount was given without providing proof is not credible.
One Hour did not adhere to the Comfort Club contract as promised. Proof that my specific claims are without merit has not been provided.
In addition to the $150 (12 months reduced to 6 months) offered by One Hour for service not provided;
10% furnace discount $287.50
HVAC second opinion $120.00
Total $557.50

Final Business Response /* (4000, 21, 2014/10/08) */
As our last response mentioned, we are sorry we could not come to an agreement on the equipment. Our final offer will be to refund the $150 for the work not completed that was part of the comfort club.

Very satisfied with their service

Always great service.

Don arrived at the agreed upon appointment time and first answered to my satisfaction questions that I had about my HVAC system originally installed by One Hour Heating & AC. He explained what his service on my heating system included.
I would welcome him again for my next service requirement.

Rick was ptofessional, Patient and helpful. He took time to explain and educate. I am very happy with his work

Had them out for a furnace clean & check. Service was outstanding.

One Hour Heating and Air Conditioning provided fast and rapid service. Their emergency service was great!!

excellent service

the gentleman was very efficient in his work.

I have used One Hour for a number of years. Every technician I have dealt with is knowledgeable and professional. The company is very timely and accommodating. I would highly recommend them.

Great service. I called a little after noon and they were here by 3pm. Very professional service and he made a temp. fix on our system till they could get back with the proper material. I would highly recommend they anyone.

Rick B. and Rose are extremely professional. They provide excellent customer service. Have been using them for 15 years. Always ask for them.

Service was scheduled for the very next day and Jimmy D. the serviceman was right on time. The problem with the furnace was identified, fixed and tested under several scenarios all within an hour. The problem was then documented and I was advised of what would be required as well as and estimate of the expected cost should the problem reoccur. Overall, I couldn't be more satisfied with quality of work and professionalism.

We have been customers of One Hour Heating for the past 10 years and have had
continued excellent service from them during that time.