One Hour Air Conditioning & Heating of Niceville Reviews (%countItem)
One Hour Air Conditioning & Heating of Niceville Rating
Address: 506 Highway 85 N, Niceville, Florida, United States, 32578-1045
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5 Stars I was very pleased with this service and would use them again, Kerry did a great job. Thanks
Thank you for the kind words and feedback! I will personally let Kerry know that you were pleased with his work. Thank you, again, for choosing One Hour Air Conditioning & Heating, and we look forward to assisting you with any future cooling or heating need!
-JD
Doug was an exceptional expert and technician. He was able to undo shoddy work from a different company's installation and save us years of trouble. Best tech we've ever had!
Needed service late Sunday evening. Bear ( Justin) was our service tech and he did a great job getting us back up and running. Needed a new blower motor and he was very efficient in handling this issue. Bear explained what he was going to do and showed great customer service through out the process.
Thank you for the kind words and feedback! We really appreciate it and look forward to assisting you with any future cooling or heating needs!
Thank you again for choosing One Hour Air Conditioning & Heating!
-JD
Doug J. came to the house late in the evening to reinstall an accessory. Very meticulous in his work. Personable and knowledgeable he was customer oriented.
Technician was called to home to repair AC unit. He was late and unit was not repaired. Talked to management and was given the runaround.
Technician told us the unit we had installed in 2009 was recalled due to several issues. We never received any notification on the recall. He asked my wife if she was married and if anyone else had worked on the system. Very unprofessional. I have sent two emails to Headquartes and to the owner with no response. My wife talked to the manager and was basically told that we would have to pay for a new unit and there was nothing he could do. My wife had to stay in a hotel for two nights because the technician could not fix the unit. We were told the part needed would take 7-10 days to arrive. The manager proceeded to tell us the technician was inexperienced and misspoke about the recall. The manager told us again that he wasn't going to do anything or tell upper management what we were asking for. He finally offered to installed a portable unit in one room however, he showed up with half a system because he had to rig something use cardboard to make the system operable. This is unsafe and unprofessional. If this system malfunctions and catches fire then what? My wife has taken time off work which she is losing money. She is paying for a hotel so she can be in a room that is comfortable and I am currently in San Diego preparing for a deployment. This company has not taken any responsibility for their actions and continue to falsely advertise that they send out knowledgeable technicians to do repairs. They do not return phone calls when they said they would. My wife and I have been given the run around more than once and frankly I am done with it. Nobody deserves to be treated like this or to be without AC in Florida.
The integrity of the unit that was installed and the integrity of the service is questionable. I want One Hour heating and air to pay for a brand new unit to be installed.
Dear ***
We are in receipt of your letter dated May 22, 2017 regarding the above captioned Complaint. Thank you for bringing this matter to our attention and affording us the opportunity to respond.
We received a call from the home owner asking us to come out to her home and look at his air conditioning system. We sent a technician out to find that the air conditioning system was frozen and had large hole in the 8-year-old condensing unit coil. Our technician tried to add refrigerant to get it up and cooling but it was leaking out as fast as we were putting in. The technician called his supervisor to find out how quick we could get the part from the manufacture to replace the failed part. We found out that coil was not being stocked anymore due to the age of the system and the equipment being obsolete now. So, the manufacture would have to make another coil and send to us to install. The part could not be made for 7 to 10 day, then shipped to our location and the system would be down until we could get the part and install it. This was explained to the customer and she understood. The technician did ask if she was married or not trying to find out if there was another person that he needed to explain this call to. Even though he could have found out another way by saying this differently. This is a training opportunity we will have with technician.
When this system was installed in 2009, it was installed with a 10 year parts and labor warranty. The part is still under the warranty and there will be no charge for the part and labor to install the failed part.
As of the hotel bill, this was a decision that the customer made and is not part of the warranty. Although we have compassion *** the situation our manager did bring out a portable one room air conditioner so that the customer can have cool air in one room of the house until the part is installed. By the way it is not unsafe and is installed correctly so that it will provide cool air in one room.
Since this equipment is now 8 years old and still under a parts and labor warranty we are repairing it under the warranty that was agreed on when it was installed. We have gone above the warranty by bring out and installing a portable unit in until we can replace the failed part.
Should you require additional information, please contact me directly at (XXX) XXX-XXXX.
Respectfully,
***
VP of Operation
One Hour Air of the Emerald Coast
I talked to *** yesterday about our situation and I do not feel confident that One Hour is the least bit concerned about our problem. He basically had an answer for everything and he did not take any responsibility or accountability for their actions. He did explain the part issue a little better but, that doesn't change the fact of how they treated my family and that my family is in a house with a portable AC unit that is improperly set up. Plus the part is not scheduled to be ready until next Friday. Again this is unsatisfactory and poor customer service. I am still waiting for him to call me back like he said he would.
I have reviewed Mr. response and it is not accurate. For starters the portable unit was not installed properly. No where in the manual does it say cut he box and make a insert for the exhaust hose. There is supposed to me a plastic insert that comes with the unit. I know this because I purchased one. Next, my wife had to fight with the supervisor in order to get the portable unit. It was never offered to us. Hat is something that should have been offered day one. The problem was discovered 18May. We were told 7-10 days and it's going to be at least 15 days. The technician told my wife and myself the unit was recalled after speaking with his supervisor. Apparently hat is not true. At no time should the technician get personnel with my wife. Because here is a question, would he have asked me if I was married? Probably not. I agree they are honoring the warranty but, they have not gone above and beyond to ensure customer satisfaction. It is my belief that all they care about is making money and not customer satisfaction. I have talked to several other AC companies and they told me our unit would have been fixed within days not weeks. Again, accountability and responsibility. They have not taken any in regards to this issue. We were lied to and deceived on when the unit was going to be repaired. When I talked to him he was not honest with me. The manager and technician was not honest with my wife. How many more customers will this happen too? This issue is not resolved and I may need to get my lawyer involved.
Was very pleased with my service tech, Kerry, he was polite and explained things to me. He was on time and called before he was to be here.
Thank you for the kind words and feedback! I will personally let Kerry know that you were pleased with his work. Thank you, again for choosing One Hour Air Conditioning & Heating, and we look forward to helping you with any future cooling or heating needs!
Thank you,
JD
So, I've been having issues since October 2016 that this company is unable to resolve. The company was called in October to deal with one problem and during that time they identified another problem and when they replaced the part to resolve it the system has never worked right since. It did adequately cool and heat prior to their changing out parts and now it can only heat or cool in the mildest weather conditions. Furthermore, their business processes are not customer friendly and the technicians are not getting support from their management to fix my problem. In fact, a recent diagnosis identified a new part was needed however this was overridden by their service manager and instead they put some "oil" in the system with a promise to follow up after the weekend (which they did not do). In almost every instance where they have identified something that needed replaced they have had to put it on order. Then instead of them calling to arrange install on receipt of the parts I have had to follow up with their dispatch to locate it and get a technician scheduled... absolutely poor customer service. Also, their answer for a system covered under a 10 year warranty and is now only 3 years old is that I should spend $5,000 - $11,000 on a new one. At the sales pitch, they promised to follow back up with me on a decision the following week which they never did. Again, I called them to let them know of my decision which was to repair it under the warranty as it should be. I can not recommend their services. I have been patient believing they would do the right thing in the end and stay engaged to see this resolved but now believe the company has written off any further attempt to resolve the problem unless I buy a new system from them. Finally, they overcharged me for refrigerant. I told the service manager that I would pay the difference of what was quoted after they removed what the warranty would pay for. They did not do so and executed a charge to my credit card for the full quoted amount. I regret ever calling out this company.
Kerry S. recently performed a spring checkup and system certification on our HVAC, and we were very impressed by his professionalism and courtesy. He serves as an excellent representative of your company and we intend to ask for him by name when we need a technician.
Kerry S. is a friendly and professional technician who efficiently helps to maintain the life of my home cooling system. If there are any issues, he is quick to offer advice and assistance.
Thank you for the kind words and feedback. I will personally let Kerry know that you were pleased with his work! Thank you, again, for choosing One Hour Air Conditioning & Heating, and we look forward to assisting you with any future cooling or heating need!
-JD