One Hour Air Conditioning & Heating of Niceville Reviews (%countItem)
One Hour Air Conditioning & Heating of Niceville Rating
Address: 321 Highway 85 N, Niceville, Florida, United States, 32578-1007
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Came out asked me to call out *** dealer which I did nobly to find out they Installed parts incorrectly almost burned system up. Refuse to help pay
Hello! My name is *** and I have just been taken advantage of by one hour heating an air. They were out to my house in Santa rose beach Saturday. Mike said the transformer shorted, caused by the blower motor. It even sounded funny so I asked him if this was legit. He replaced the the transformer but asked me to check on the warranty because he had no reception and to call Lennox to find out who the closest dealer was. He then left. After getting the new people out yesterday they found that:
"Upon arrival inspected system and found no low voltage call for cooling or fan. During further inspection found that wiring for transformer that appears to have been recently replaced was crossed and line voltage was connected to low voltage. The transformer had burnt up and wasn't fully operating properly. Once new transformer was installed found that wiring to thermostat had been crossed and common was connected to reversing valve while the reversing valve wiring was completely removed, causing thermostat to short internally."
on top of everything else, the guy from Saturday's diagnosis was completely wrong.
I called yesterday and didn't receive a call back and I just spoke with the vp, refused to give me his name, and they are unwilling to provide me with any assistance unless I have picture of him physically wiring it wrong. I have documented proof from the other company and pics from them as well.
This is just wrong, and I have an elderly, disabled vet in my house who has been without air Because of their mess up.
I want the repairs for yesterday, minus the trip charge of $90 reimbursed immediately.
The client called us out to the property (her rental property, so client was not on site) for a down system. We found the step-down transformer was blown due to some type of electrical surge. Our technician replaced the step-down transformer but the problem still existed. He explained that the system could still be under warranty, but would not be able to check until Monday. The client opted to call another company out to the property to repair the down system instead of waiting for a call back from our company to verify the warranty. Now the client expects us to pay for the repairs that the other company performed, as well as a maintenance plan with the other company. Again, the system was down when we arrived at the client's home. We charged the client only the diagnostic fee of $79 and offered to refund this to the client; the client declined. We are willing to compromise and offer the client a refund of $169 which covers our diagnostic fee and the other company's diagnostic fee for any inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
While we appreciate the offer of $169. We can't justify such a low number from one hour heating and air, especially when we have another company who documents that the problem was caused by a faulty install. The minimum we can accept to cover this would be $650, because we are willing to pay for part of this, but not the entire amount. Thank you.
The client called us out to the property (her rental property, so client was not on site) for a down system. We found the step-down transformer was blown due to some type of electrical surge. Our technician replaced the step-down transformer but the problem still existed. He explained that the system could still be under warranty, but would not be able to check until Monday. The client opted to call another company out to the property to repair the down system instead of waiting for a call back from our company to verify the warranty. Now the client expects us to pay for the repairs that the other company performed, as well as a maintenance plan with the other company. Again, the system was down when we arrived at the client's home. We charged the client only the diagnostic fee of $79 and offered to refund this to the client; the client declined. We are willing to compromise and offer the client a refund of $169 which covers our diagnostic fee and the other company's diagnostic fee for any inconvenience.
On November 1st my mother's heater stopped working. On November 2nd a technician from One hour Air conditioning and heating arrived replacing the fuse
and tightened the wires. My 87 year old mother is paralyzed, cannot walk, and homebound with 24 hrs. Caregivers. Approximately ten hours later the entire unit caught on Fire! Fortunately, we were able to get my mother out of the smoke infested home in time. The outcome could have been a different had it been after midnight. The *** City fire department put out the fire and minimized the damage to the home. The fire department report stated that the source was arching, shorted electrical equipment. I contacted the technician and the Vice President of the company to see what financial assistance they could provide since the issue could have been contributed by the adjustments that had been made by the technician, but the Vice President is denying any liability and refused to reimburse $180 charge to my credit card yet they wanted to charge me 9,000 to install a new unit. The Vice president is impersonal and very unprofessional and basically could care less if someone would have died in my mom's home from the repair that was made by their company's technician. This company is liability for the damage to my mom's home! There are many other professional company's out there but this company will be your worst nightmare! I will be consulting a lawyer and forwarding this to the Revdex.com (Revdex.com)! Legally I have receipts, pictures, Fire Department report and a voicemail from the company!
The fully liable for damage and should replace the damage unit.
When our Vice President reached out to Mr., he offered him a refund of $180 to offset expenses.Prior to the repair, we advised the client that the system is 20 years old and we recommended full system replacement. The estimate provided included a discount as well. We advised that there has not been any maintenance on the system since 2016. Mr. wanted to replace the unit with a refurbished unit, but we explained we do not provide that service.While on the property giving the estimate, our comfort advisor was trapped in the home by the caregivers, as well as a few neighbors. They demanded him to replace the unit for free. It was very uncomfortable for our employee. We also want to point out that old heating elements will smoke if not properly maintained, and could give the impression of a fire since they are located close to vents. We went back out the home to inspect the damage that they claimed we are responsible for, but there was no sign of a true fire near the unit. Overall, no employee of ours was rude to this client and a refund was offered multiple times, but Mr. declined the refund and only wanted our VP to find him a company that would install a refurbished unit and would also pass *** inspection without a permit being pulled. Again, we do not provide such services and always pull a permit when installing a new system. Therefore, we could not provide any further assistance to Mr..
(The consumer indicated he/she DID NOT accept the response from the business.)
Response is deceitful and paints a dishonest narrative of damages/ reimbursement.
The response is very deceitful, dishonest and paints the narrative to avoid liability. I am including evidence as proof of fraudulent response.
1. Tech#1 receipt of repairs
2. Tech#2 receipt of repairs/Tech#2 took photos of damages also.
3. Ocean City-Wright Fire Department Report
4. Ring Video Doorbell / Question/ Response to Comfort Adviser
5. Pictures of Damage.
6. Voicemail from One hour Air conditioning & Heating in Niceville, Florida
"Stating they will no longer service our address" because we questioned their liability
7. Phone from *** to Vice President of Corporate One hour Air conditioning & Heating in Niceville, Florida.
Tech#1 completed the repairs he thought would make unit fully operational. Did not state the unit needed to be replaced. I (***) talked to Tech#1 (Ryan) and allowed him to charge my credit card for service. He assured me everything was working fine.
Tech#2 (Eric) arrived a few hours after the Fire Department left. He noted the unit could not be repaired after damages from the fire. He took pictures and escalated damage to comfort adviser. I (***) talked to Tech#2 (Eric) while he conducted service.
I (***) talked to Comfort Adviser the entire time he was onsite. These were my questions to the Adviser:
How much does it cost to repair?
Response: $9800 to replace both units
How much to replace the internal unit (Furnace) only?
Response: $4600
Does the company have any liability?
They will reimburse your credit card payment of $180. We will reimburse this even if you don't go with us making repairs.
I told him we couldn't afford that at this time. Are there any systems that could be less costly? He then went outside to talk to the company on the phone. He return back to the inside of home and stated the best they could do is $6800. I said thank you but that doesn't help our current situation. He left and the call was terminated. I spoke to the Vice President of the One Hour Air Conditioning & Heating on November 5th for 27 minutes. I asked him does the company have any liability toward the damages? Why haven't my credit card been reimburse? Did you at least speak to anyone in the house/ consumer? He stated he is not an investigator; he only spoke to his tech. I stated him no one was told the unit needed to be replaced prior to the fire. He stated the Tech#1 put it in his notes to the company. I never declined reimbursement to my credit card. Please review Cell phone call to Vice President and items of proof listed above.
RECEIVED BUSINESS RESPONSE : When our Vice President reached out to Mr., he offered him a refund of $180 to offset expenses.Prior to the repair, we advised the client that the system is 20 years old and we recommended full system replacement. The estimate provided included a discount as well. We advised that there has not been any maintenance on the system since 2016. Mr. wanted to replace the unit with a refurbished unit, but we explained we do not provide that service.While on the property giving the estimate, our comfort advisor was trapped in the home by the caregivers, as well as a few neighbors. They demanded him to replace the unit for free. It was very uncomfortable for our employee. We also want to point out that old heating elements will smoke if not properly maintained, and could give the impression of a fire since they are located close to vents. We went back out the home to inspect the damage that they claimed we are responsible for, but there was no sign of a true fire near the unit. Overall, no employee of ours was rude to this client and a refund was offered multiple times, but Mr. declined the refund and only wanted our VP to find him a company that would install a refurbished unit and would also pass *** inspection without a permit being pulled. Again, we do not provide such services and always pull a permit when installing a new system. Therefore, we could not provide any further assistance to Mr..
EVERTYHING HIGHLGHTED IS A FALSE NARATIVE. Please review proof of Liability.
In reference to the first image, there is only damage to the bottom of the air handler where the elements are located. Unfortunately, with the design of this air handler, when the heating elements fail, this is the end result of wiring burning (at the bottom of the unit). Please note this is a high voltage issue; we replaced a fuse for the low voltage side (see Tech #1 image). The fire department report did not confirm there was ever a fire. The homeowner stated to the fire department that there was heavy smoke coming from the unit and had already used a fire extinguisher before the fire department arrived at the home. The damage to the board is the normal result of not properly maintaining the system and also due to the age of the system (over 20 years old). Tech #2 photo just shows that we went back out and then set up an appointment to get a quote on replacing the system. Again, as mentioned before, the text message was a request for someone to perform side work, which we do not perform nor do we give recommendations for. The text message also references how he was looking to avoid an inspection after a refurbished unit was installed. The Ring video does not show us what went on in the home while our comfort advisor was there. Mr. was not present in the home when our comfort advisor was there. We did let this client know that we can no longer service this location for the safety of our employees. Since the client was aggressive to our employees, we do not feel that it is safe to service this location moving forward. Our offer to refund the client $180 still stands.
We are still willing to refund the charge of $180.Please let us know if we should move forward with the refund process or not.
Thank you.
(The consumer indicated he/she DID NOT accept the response from the business.)
Refund my charges but if this not done wthin a week time? Please post my complaint as unresolved and post all my responses!
Technician did not check all areas to determine problem with air conditioner but replaced our thermostat, $289, which was Not the problem.
On 8/23/2019 @ 1:05PM we contacted One Hour Air Conditioning & Heating in Niceville, FL. Reported to them the inside fan was running but compressor fan was not running & was not cooling. Brandon the technician arrived @ 3:15PM. He checked the equipment inside, not anything outside. Said that it was our thermostat because the batteries were corroding. Charged us $289 for a Honeywell T6 Pro thermostat that we could have purchased at Home Depot for $50. He left @ 4:00PM. Within an hour the air conditioner was doing the same as before. Contacted them again. Said it would be between 8 & 12PM before they could return. Someone called us back to confirm appointment. We requested their best tech. They said they could send him the next afternoon. A different technician arrived the next afternoon. He checked our compressor (outside) which has a board that may show the technician codes as to the possible problem. It was showing power interruption codes & he discovered the codes were caused by loose wiring connections on the board which was causing the problem. We believe the loose connections were from a previous repair on the compressor on 7/22/19. Our air conditioning & heating unit is still under a 10 yr parts & labor warranty. Because the thermostat is Not under warranty we were charged $49 service call, $289 thermostat, $15 a month for Comfort Club so that we would receive a 15% discount on the price of the thermostat, for a total of $338, Job#/Invoice # XXXXX. We contacted One Hour through their website on 8/25/2109. Our message was, We would appreciate a call from the service manager concerning a charge of $289 for a Honeywell T6 Pro thermostat on invoice XXXXX dated 8/23/19 that we could have purchased for $40 - $50 retail. We would like a refund for the overcharge in the amount of $229. We will be available on Monday 8/26/19 between XX:XX-XX:XX or another day during the week. Thank you.
We received a call from the call center later that afternoon but were not at home to take the call. We contacted them again on 8/29/19 & spoke to Gina & asked to speak with the service manager but he was unavailable. Gina said she would forward the request again to the service manager, *** Lemon. To this date we have not heard from him. We would appreciate your assistance. Thank you.
A refund of $229.00.
Ms., in response to your concern, our thermostats are commercial grade, better quality and come with a longer warranty than those available at the Big Box stores. We always ensure our customers understand the price up front before any work is done.We do understand your frustration with having to call us back out to your home. However, we did come back out to your home free of charge. We are willing to refund you the diagnostic fee of $49 for your troubles.
(The consumer indicated he/she DID NOT accept the response from the business.)
On 10/4/2019 we spoke to Jessica at Honeywell, XXX-XXX-XXXX. She said that the Honeywell T6 Pro TH6210U2001 thermostat is not made in a commercial grade and residential grade. It is only made in a residential grade and the warranty is 5 years as stated in the printed book that came with the thermostat. That being said, our original complaint and request has not changed.
Service Issues, damages, and repairs
On 8/6/19 service tech was sent out for general AC service, upon leaving he left me with an invoice stating that everything checked out, all in his findings he said that was needed is to replace the duct board to be sealed to stop sweating. When my husband arrived home around 2:30 he was complaining about how hot it was in the house and had not heard the AC come on since he had arrived home from work, we soon discovered that the outside unit was running with no air coming in the inside. I called back to their office to informed them what had taken place and told them what we had discovered. They told me that they would send another tech out, around 9:00 pm the tech arrived he informed us that the inside blower was not turned on and the outside had frozen solid white and the circuit board had been burned up on the inside. he stated to my husband that the guy forgot to turn on one of the switches, I called back to their office and spoke with someone in the office, I was told that the manager stated, they were two separate entities that one didn't have anything to do with the other. I told them the our AC was working perfect before they came out, and if anything was wrong with the circuit board when the first tech came out shouldn't he have recognized the problem before he said everything checked out. The second tech that they sent out told me husband since that unit was frozen we were going to need a new circuit board and that he would order a new board my husband stated to him we need it fixed because it was working perfectly before they came because it was very hot. When he left the outside and the inside breaker were turned off. When the circuit board arrived they sent out another tech on 8/9/19 with the board which was installed because the other board was burned up, my husband then had him to check the outside unit, when he got outside the unit was reading 3 which it suppose to be at a 10 at that time freeon had to added in the unit outside. Tech told my husband if this unit bottom out we will have to buy a brand new system. My husband check with a different company asking questions about what we had experience and he was informed that if the outside unit was running and the inside unit wasn't that could have burned up the circuit board, I feel like we were lied to and we still had to pay over a thousand dollars for that circuit board and should have received restitution from One hour AC.
We are seeking a refund because there was nothing wrong with our unit before One hour AC tech came out, they called us to inform us it was time for a general AC servcie check. And I feel that the first tech should not have cleared us if something was wrong or he should have recognized if there was a problem he was here at least 2 to 2.5 hours before he left.
Contact Name and Title: Jason *** SVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@ONEHOURAIR.COM
We went out for a routine Maintenance on the clients system. That night the unit was not working and it was frozen and until the system defrosted we could not diagnose the issue so we scheduled a technician the following day. Richard went out and found a bad board on a system that is 13 years old. The price they paid was for a circuit board that was out of warranty due to the system being 13 years old.
After having read the list of complaints that have been filed against this company . I understand why I did not feel comfortable about what I had to pay them for a routine service call that wound up costing far more than I thought it would for parts and labor that I really did not understand were needed. The service man was more interested in selling me a blue light that would kill the mold than the condition of my cooling unit
I looked up the cost of the blue light he was recommending online and the actual cost of it was less than one third of what his company wanted to install it on my unit.
Ten Year Full Guarantee on Full Air Conditioning System not being honored by company.
Original system purchased 5-12-11 Model #GMFXXXXXcx serial # XXXXXXXXXX XX year, Model # CHPFXXXXXX serial # XXXXXXXXXX XX year, Model # 55xXXXXXX serial # XXXXXXXXXX XX year.Payment amount $9895.00. Amount still owed on system: $2,475.64. Replacement system cost $13,299.00 installed 2-23-2019. Also paying additional balance of $9,043.82 on duct work put in 4-26-2018 cost $9,427.00. Paying monthly comfort Club agreement $16.14. Company stated that the entire system was guaranteed for the full ten years.
The company needs to honor the ten year full replacement and refund us the cost of the original system we are still paying on ($2,475.64), the entire cost of the replacement system ($13,299.00) and the duct work repayment interest cost needs to be immediately reduced to 3.99% interest plus reduced in price to remove the commission paid to employee. The company uses high pressure scare tactics and provides employee incentive for commission. The comfort care program provides maintenance for the customer while providing access for employees to promote additional sales. The company has been late to appointments scheduled by the company frequently, even with a wide range of hours for the appointment scheduling.They have been late to every single appointment this past year due to lack of communication between the scheduler and the technician providing the service call. Their customer referral system is inaccurate and unpleasant to use as the technician failed to complete the service call more than once to the person we referred.
Contact Name and Title: Jason *** SVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@onehourair.com
We went out for routine maintenance and found the system had a leak. Our technician spoke to the client about options and they wanted to get a price on a new system so our technician booked a call for our comfort advisor to come out at the homeowners request. The clients original system she installed in 2011 had only a 5 year parts warranty from the manufacture not a 10 year warranty.
The Company Sold the homeowner a ten year guarantee.
The original air condition system is only eight years old.
The homeowner is disabled. The homeowner accepted the option the technician offered which was to have a salesman (comfort advisor) enter the home with paperwork for replacement system.
The company owes the homeowner the difference in the cost of the original unit which was sold to the disabled homeowner in 2011 with a ten year guarantee.
The company needs to lower the cost of the replacement unit as well.
The company also needs to lower the interest rate of both the duct system which was a scare tactic applied by another technician due to comfort care visit.
The company failed to honor the ten year guarantee it sold to the disabled homeowner in 2011.
The discrimination this company continues to show disabled homeowners is wrong.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has failed to honor its TEN YEAR GUARANTEE on the system the company installed in 2011. The company is directly responsible for the interest rate charged by the finance company it is using to provide financing on the spot by the company's salesman (service adviser). The company owes the homeowner the reduced interest rate on the balance being paid for what the company promised in its initial contact with the homeowner in 2011 and again in 2019. It is up to the company to honor its ten year guarantee as it is in writing presented by the salesman (service advisor). The company owes the homeowner the remaining balance of the air conditioning unit removed that was installed in 2011. That amount is $2,475.64. The company will reduce the amount of interest rate to 3.99% on the existing balance of the duct work installed less than a year ago $9,043.82. The company will reduce the interest rate to 3.99% on the air conditioning system installed in 2019 to 3.99% and reduce the amount of the $13,299.00 to less than $10,000.00. The company is targeting disabled, military veterans and active duty, elderly with their "Ten Year Guarantee" sales presentation. The company needs to honor the Ten Year Guarantee.
We have no control over the interest rate she needs to call the finance company and negotiate that. I'm standing firm on my initial response that we will give back 1,329.90.
In August 2017 I had My Duct system cleaned at the Cost of $1099. In Apr 2018 I had my semi-annual Inspection done by One Hour in which they stated No Problem but recommended more insulation. In Nov 2018 I again had my semi-annual inspection done. At this time I was informed that my system had problems due to the fact that they had not properly cleaned my ducts in 2017. They offered to Fix the problem and would give me a refund if I agreed to have the problem fixed for between $5000 to $12000(Band Aid to complete fix). I got a second opinion and the problems they refered to do not need that serious repair. I also requested and received a letter from them stating that they would reclean the ducts but would not recommend that. I feel that I should receive a refund of $1099 at a minimum.
Account_Number: XXXXXX
Refund Refund for work not properly completed. Also problem was compounded by time involved and I could desire time and interest. As the Paperwork states $1099 that would be even.
Contact Name and Title: Jason *** SVP
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@onehourair.com
Spoke to client and he had Gulf Power come out and perform the work for free. we did nothing wrong that I can see in my 30 years of experience.
Horrible experience, we had our ductwork and ac unit replaced. We were told it would help with the dust issues of our 15 year old unit. It has been way worse, come to find out one of the boots was not attached to the vent. They fixed that issue, we also found much of our insulation had been moved or removed so our electric bill was higher. We paid to have more insulation added. They then refunded $500 for Customer satisfaction. I have paid to have my house deep cleaned 3 times to deal with the excessive dust, it's far worse than b4. Today I found the reason why. The unit inside the house has a main duct leading into the attic that was never sealed. The inside of the closet it sits in is now full of dust and insulation. I've been changing ac filters every 2 weeks with no relief insight. I have lots of allergies and breathing issues so this has been such a headache.
Poor install service and takes two months to finish a $6000 install.
June 28,2018 I called one hour heating and air cause my ac unit in my house quit cooling. At 7:30pm I get a call back stating RON is ready to come out and discuss my options on purchasing a new unit. He arrived and sat at the table with his iPad and told me my house needs a 3 ton unit.With him being the professional I agreed and sign a contract to get a brand new 3 ton Goodman unit installed.The next day one hour showed up at 8:30 am to start taking my old unit out before they even had the new unit at my house 7:30 that night I thought they had it installed and they was done...Boy was I wrong! Started using the new unit and started smelling like the heat was on.so I called one hour they sent a tech out and found out it was wiring up in the thermostat wrong this tech fixed the issue.Two days later smelled the smell again called them back up and they sent out another tech.This time he stated it was still wired wrong so he fixed it..Then a few days later we noticed that the unit wasn't running properly so we called back they send out another tech this tech says "Your unit is 1.5 lbs low on Freon so he adds Freon...Well a few days later my unit would run for 5 min then turn off then come back on and the humidity in the house was awful.so I called them back up and they Finally send out Senior Tech someone that has 18 years of experience.He arrived and done the most thorough check since everyone been out and found out my unit and way to much Freon in it and that is why the humidity was so bad in the house. So he got the unit working properly.So the moral of the story is that it took Five techs to my house to get the ac working properly not counting the techs that had to come out and fix my wall where the beat the studs of the wall to install a new return in.Also they failed to properly install the two to vents they added in my master bedroom. The duct is just laid in the attic not strapped up to the rafters like it should be nor is the new duct sealed so I am cooling my attic off also due to the air escaping the duct they just installed...Try getting ahold of management at one hour is like trying to get Jesus to answer the phone.Only thing one hour has done was reimbursed me 500 dollars for two months of power bills because the techs and heat strips coming on along with ac.Tryed asking for president,vice president or even the owner to call so I can express my concerns and the only person I get is the install supervisor. Here I am suppose to start paying for this unit in October I haven't even had a QC inspection finalized.Also I was told now they put a bigger unit in my duct work is to borderline to small and want almost 10000 dollars to to upgrade my duct. I will never refer one hour heating and air to anyone. Please get second opinion before committing to one company.
I would like to hear from someone higher pay grade than Dwayne that can address my issues and see if we can come to a agreement before I decide on getting my unit uninstalled.
We have honored our agreement regarding the work the customer agreed to. We have also given him a 500.00 dollars towards his frustration and we have completed everything that we had to do.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did speak with Gary from one hour heating and air. And the 500 dollars that was given to me was to pay for my two months power bills that added up almost 500 dollars because there techs messed up numerous times.No one said it was for my frustration. I am suppose to start oct 15 to start paying the rest of the unit off and Gary offered to pay the first two months. But Friday my unit wasn't cooling properly so one hour came back out and no saying they need to change out the piston on my unit cause it is acting like it's got contaminates in there from the install. So one hour has to come change a piston out in a unit that is just 90 days old. So I will be talking to Gary more or either contact Lenny *** the owner.
We are going out October 3rd to correct the customer concerns.
Case has not been closed spoke to Greg the service manager and he stated one hour was going to pay my first two months of my loan payment because the unit hasn't been working properly.....Then Jason the Vice President of one hour calls and says he has is number 1 guy coming out so he comes out and gets debris from my unit once again one hours fault..but they cant honor anything the say they will do..examples send out the air duct guy dewayne to check my duct, make two 75 dollar payments.. even says on there paperwork they tobacco free and so on....my best advice is don't not use this company they are a rip off and dishonest they will sell you stuff that is to big for your house just to make a profit..I will be seeking legal advise against this company for all the stuff I've been through.
Multiple instances where they've given us a 4-6 hour arrival window, then dont show up or they cancel midway through while you've been left waiting.
We had new HVAC installed in April 2018. They did not notify us that the wiring in the house was not right for the new unit and installed it anyway. Within a couple months, the AC was blowing the breaker multiple times a week. The house was not cooling. We called them out the first time and they gave us a 6 pm-12am window. At 10 pm, we called to get their ETA as it was a weeknight and they told us they had "no notes" and we were not on the schedule. This is after we'd been waiting 4 hours. Then they said someone would call us in 15 minutes. 45 minutes later, no one had called so we called back. After going back and forth after 10 pm with them trying to get someone out because they failed to schedule us properly, someone finally showed up tell us to flip the breaker. That was the first issue. They took no accountability for not having us on the schedule for a technician to come out but giving us a 6 (SIX!!!) hour window and then not showing up in the "notes". If we hadn't called back they would not have showed up.
Second time they came out, we were frustrated at a system being only a couple months old and the installers didn't tell us there was a wiring issue - we were having to constantly flip the breaker. So they sent out a technician from their subsidiary company, Mister Sparky (electrical).
We were charged $89 for Mister Sparky to tell us what the HVAC installers already knew and didn't mention which is completely unethical and is a scam. Then he referred to it as an install issue, because of they way they tried to get the copper wiring to meet the aluminum instead of just running new wiring at the time of the install. Additionally, he said the $89 diagnostic should be waived if we have service done. Let me point out that the company was already aware the wiring was wrong. Then they charged me a diagnostic to tell me it was wrong. Then gave me a quote to fix it.
So then we had Mister Sparky run new wiring for another $900. We had just financed $7000 on the new HVAC, but they allow you to add the electrical work to the existing financing. It is 100% a complete scam. The electrician admitted it should have been handled from the install - he wasn't sure why they did what they did. I can tell you - so they can come back out and charge you more money. They did not refund the $89 diagnostic as I was also told they would.
I contacted the company for a refund on a Monday morning. Each time you call, the schedulers tell you "someone will be in contact with you in 15 minutes" but no one ever calls back. I followed up on Wednesday and again on Friday. After throwing a fit on the phone, the refund was finally processed - but no one ever returned my phone call. When you ask for a manager, you are told (every single time) that they have "stepped away from their desk."
Next issue - this is a rental property and is currently vacant. I live over an hour away. I'm contacted by the company to tell me that they need to schedule a maintenance check on the HVAC or the warranty is voided. They give me a 4-hour window from 10am-2pm. I drive out to the property over an hour away and wait over 2 hours before I'm contacted and told that they need to reschedule due to several service calls that day. I explained I was already there and I could not reschedule. So the representative said they could squeeze me in, but the window would be between 8 pm and 12 am.
This company is fraudulent. Between not disclosing the electrical issue at the time of the HVAC install, just so they could refer us to their subsidiary electrical company and milk us for another $900. Then to consistently show up late or cancel. "One Hour" gives you a 4-6 hour window (sometimes 10 if they have to "squeeze you in" to a new window after they can't make it into the first one they gave you.) The fact that you have to fight for a refund on something they should have not charged you - and lastly, their customer service is so bad it's sickening.
I would like someone to explain the reason for nondisclosure at the time of the install. The next time I drive 2 hours round trip, and wait 2 hours, just to be cancelled on - I will charge the company for my gas and my time. This has happened twice.
We are sorry that we had to cancel there appointment. when we have a lot of calls that customers don't have working ac units we will reschedule those that have units that are working.
(The consumer indicated he/she DID NOT accept the response from the business.)
The business fails to address/respond the fraud/nondisclosure issue.
In addition, the company has no right to give someone a time window and then cancel halfway through it regardless of another customers issue. They should be given the next available window, not take someone else's who has been sitting around waiting for hours for no reason. Unethical business practices all around.
The business response is pathetic and I want a response to the nondisclosure issue before it becomes a legal matter.
I will send her a 100.00 dollars for us cancelling at the last minute. I'm sorry that took place and I truly understand the value in our clients time.
(The consumer indicated he/she ACCEPTED the response from the business.)
Although the company still did not address the larger of the two issues, I will accept a $100 reimbursement.
I've had two appointments cancelled. One because they were too busy and notified me late, second because I didn't return a call within 11 minutes.
I have a service contract with One Hour air, which provides two hating/cooling checks each year. For the summer check, I made an appointment for 7 July from 0800-1200 and changed my weekend schedule to be at home during that time block. I was called from their dispatcher at 1001 saying they were too busy with priority calls and I'd have to re-schedule. So I rescheduled for 14 July, same time block. After coming in from working in my garage that morning, I saw three missed calls from the One Hour dispatcher (850.678.0911) at 0818, 0822 and 0828. I called the dispatcher back at 0831. She said my appointment was canceled since I didn't answer one of the three calls. I told her I didn't think the policy was reasonable to have a three missed call cancellation, yet the three calls were within 10 minutes. I also talked to a One Hour technician and was told they were overscheduled and it was common to cancel people due to priority service calls. While I understand high priority calls, my complaint is two-fold: 1) they should've let me know earlier than 1001 on 7 July they needed to reschedule me to avoid wiping out my weekend morning plans, and 2) the three call cancellation is not a good business practice when the calls are all within 10 minutes of each other. I believe in a business being efficient and not having technicians with no work to perform, but I think this has crossed the line as cancellations have become common with me, and substantiated by the technician's comment. I have been pleased with the service the technicians provided on previous visits. My only issue is with the cancellation policy.
I want Revdex.com and consumers that have a contract with One Hour to hear the answers to: 1) what is the percentage of scheduled HVAC checkup appointments that are canceled by the company due to higher priority service calls? 2) is the cancellation rate from 1) above higher at the Niceville location versus One Hour nationally? 3) what is the cancellation policy for a customer with a contract? Does it matter if you've already been canceled once before? How late in the time window do they typically call to cancel an appointment? Is there really a three missed call policy? If so, is there a minimum time amount when those three calls can be made? Does the business believe 10 minutes the morning of the appointment is reasonable to have the three calls, when every other confirmation call I've received from One Hour in the last couple of years has been the day prior?
Our Senior VP of Operations spoke to him on the phone this afternoon on July 31, 2018.
(The consumer indicated he/she ACCEPTED the response from the business.)
The Operations lead did call me and explained they were taking steps to lower their cancellation rate by hiring additional technicians. He also expressed the desire to keep me as a customer. I told him I had already moved to another HVAC company and I was satisfied with the new one, and was not planning on going back to One Hour.
Do not use this company!! My mother was sold $1,995 worth of equipment and service for what we believe to be a clogged AC drain. Justin *** was very vague in his description of what he was doing and was pushy and rude. He was unable to answer her questions about what her warranty covered or what her maintenance plan covered and just kept answering "Well, this is what we propose to keep your AC running smoothly." At one point, when my mother questioned what he was doing and told him she wasn't sure she wanted the "whole package" but just wanted to know what needed to be done to get her AC cooling again, he said "Well, I have already opened this box so what do you want me to do?" This was after he explained two or three different proposals and then asked my mom, who is 81 year old and has recently lost her husband and had had a stroke, "So is that what you what me to do?" She didn't even know what he had proposed. All through the service call, as he was adding the surge protectors and the triple UV lights for mold and mildew and smell, he kept saying "You can get 100% of your money back if you are not satisfied." He said that at least 3 times, so now I want to inform you that 1 week later my mom's AC has stopped working and she has water leaking out of it at a fast rate and it has damaged the walls and buckled her hardwood floors. We just want her money back since we are going to have to pay someone else to come and clean up this company's mess and fix the damages to the wall and floor. We will see how they handle this.
Outstanding installation of our new air conditioner. They stayed very late and overcame several unforeseen problems. Very dedicated. Quality inspection afterwards was quick, efficient and unobtrusive.
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
4 Years of Comfort Club for what? Experienced and knowledgeable technicians?
One Hour installed a new AC unit in 2013 and I was told all was great with the unit. Had Comfort Club (a protection plan offered by One Hour to the tune of about $200 a year) every year since to make sure the system was running optimally and any issues were identified and addressed right away to keep the system running efficient and optimally. 4 years later, Dec 26, 2017, I am told that the plenum was too small (guess it shrunk over the years) and that it caused condensation to build up in the ducts which in turn caused mold to grow and the mastic tape to start to peel off. $2695 later, I was told that the problem would be resolved once the work was done from the service tech. 45 minutes later the duck work tech and helper show up to house to do the work, went up to start and then stated that I was putting a $3000 bandaid on the issue and that I needed new duck work. Worse part about it he is telling this to my tenant who is planning to buy the house. Service tech stated he worked ducts for 6 years and that the duck work tech was fairly new. Luckily the service tech was still in the area and he stopped by and both him and the helper admitted to me and my tenant that the duct work tech that was sent out to do the work is always trying to upsell new ducts - "make jobs bigger than what they need to be". Even the manager, when I spoke to him about this issue, stated he would have taken the service techs word over the duck work tech - kind of strange since they are all supposed to be "experienced and knowledgeable". Also, the manager stated that in 2015 it was suggested I get my ducts cleaned - SUGGESTED. I get 6-10 flyers in the mail every year suggesting I clean my duct work - heck to that end I had even received a flyer from One Hour two months after I had the new unit installed offering to buy my inefficient system and replace it with a newer more efficient model. Point is, for them it is to sell, sell, sell. In 2015, when it was SUGGESTED I clean my vents - the service tech never even looked - he just knew that it had been 2 years since they installed the machine so it was a suggestion. If he did look then why wasn't the plenum size not found at that time? If he did look then why was he not able to show me, like the service tech did this year, why a cleaning was necessary? It was also suggested during that time that I increase my vent size - why? Well because they were TOO small for the rooms and I would get a lot better flow of air. Well I asked the service tech about this suggestion and he said that I could but that it would be a waste of money to do that. So what do I trust?By the way, the issue was not resolved with the manager, told him I wanted to continue conversation but had to go to meeting and he said he did to. Gave it about a week, no word - filed a complaint with the franchiser (Clockwork Inc), since owner does not deal with day to day business. No response yet, so now sharing my experience with Revdex.com.
Why does it take 4 years for it to get that bad and then find out that it is because of a small plenum that caused it? This issue was found during the Comfort Club inspection and cleanup so how did it pass 4 years of inspections, now the system is paid off and now all of a sudden another problem comes up? Another HIGH DOLLAR FIX? $2695 is a lot of money in my opinion for something that should have been identified and addressed long before this. Should the plenum not have been sized correctly when they installed the entire unit? I was told during the installation process that they would change ANYTHING that they needed to make sure the system was running optimally and efficiently. Could I have wasted time and money with Comfort Club for the past 4 years? Could money have been saved if the plenum issue been identified during initial install - I mean are plenums new technology - or is this something that experienced and knowledgeable people should have know? According to what I have been told, plenums are not new and yes it should have been caught. Could the $2695 been saved IF the plenum issue was identified any other time during the previous inspections? Just FYI - I selected 1/9/2018 for the last time I contacted the company - but I do not have exact date. I have contacted the company once (or should say the manager called me back) at the beginning of the Jan, 2 weeks or so later I contacted the franchiser (since no resolve came about or my complaint was swept under the rug) and submitted a complaint and then followed up with them last week (week of Feb 12th) - but still have not received a resolution.
We have spoken with Mr. and we have taken care of everything to his satisfaction. We will be working with him on additional properties that he owns.
Regards
How can Revdex.com give these guys a B+? It should be an F. I purchased a new ac/heating unit six months ago. Just before Thanksgiving my unit had a heat pump fault. Tech came out and found parts defective and new one had to be ordered. Here it is almost Christmas and part "is not in". When I have called to check I was told they would check on it and call me back. No one ever did. It has been cold lately, and I can't help but think I have been put off for new customers who are calling in with problems. After all thats new money, the have already got mine. Needless to say I am not happy with these guys and recomend using someone else.
Mr Justin *** arrived early, calling in advance A+ He was very professional , kind and courteous throughout his service visit. His pride of work is seen and carried thru his performance. I was impressed and thankful. One Hour Air conditioning & Heating
Caused damage to brand new laminate floors while removing old A/C ducts from attic. I paid $7.3K for service, its been 6 months with no repair.
One Hour Heating and A/C did a $7.3K A/C install in my attic. During the install one of the techs was sick and was throwing up all afternoon. The second was clearly rushed despite staying at my house until 10PM that night. At one point he began throwing the old metal A/C ducts from the attic to the brand new wood laminate floors causing multiple damages. Further the install was done incorrectly, they team was missing vents in two of the rooms. My wife called and asked to have multiple follow ups to the original service because the house was still not cooling. The first technician made my wife feel dumb as he tried to convince her she was the problem and our thermostat was set too high (in other words being cheap). She explained to him if it is set at 68, it should be 68 everywhere or at least close. House was cold in one room but hot in others. After sending out another technician it was discovered vents had been missed and finally corrected. Working with One Hour has been a nightmare, we have been patient but since we just bought a new house we we really wanted to have the floor damages repaired. It has been nearly 6 months. The manger Mr. Paterson, keeps blowing us off. He doesn't return phone calls for weeks and always gives a false sense of attempting to resolve problems. They didn't help find the correct floor replacement, are not returning phone calls in a timely manner and are trying to manipulate us into getting the floor fixed the cheapest and unprofessional way. This after saying they'd be willing to replace the entire floor if need be. Of course that was a lie.
Worst part of all, this event occurred shortly after a military PCS from an overseas remote assignment from S. Korea... new job, getting kids in school, settling into new house (when stress is already high) and we have this added burden to search for replacement flooring, call this manager, schedule estimates, call back, etc. It has been a complete nightmare. After 6 months we are worn out. One Hour does not honor their guarantee of 100% customer satisfaction. Its unfair how they took advantage of my family. Bad install, bad follow up, poor customer service and my floor is still damaged yet have boxes of flooring that have been sitting in my dining room for months.
One Hour claims: OUR GUARANTEE Your complete satisfaction with services One Hour Air Conditioning and Heating? and technicians is 100% guaranteed. Our on-time guarantee is one of the best in the country, and backed by heating and air technicians that are trained, skilled and experienced to exceed your expectations and needs. We won't keep you waiting - "Always on time... or you don't pay a dime." This project has not been timely and is NOT on time. Honor your guarantee and at minimum refund labor costs.
We came to an agreement and refunded part of the install due to the floors being damaged.
Yes GTG. Thank you for following up.