One Hour Air Conditioning & Heating

Hello Ms [redacted]  I am the VP of Hallmark One Hour.  Sorry for the misunderstanding.  If you called us about this error and my people didn't respond correctly I would like to know it.  We will be contacting you directly.  So still all the same people that work here and yes we...

are owned by Direct Energy.  This happened in 2004 so it's been a while since we joined together. 
 We started a new maintenance program last year that is centralized and our person must not have understood your requirements or entered it correctly.  Certainly didn't communicate where you understood what was going to happen so you could change it back then.  I appreciate you bringing this to my attention.  We now have one central location that handles our maintenance agreements all across the US and is manage through Direct Energy.
 
We will contact you shortly.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.

This company couldn't make enough money to just check things out charge a service fee and leave. They supposedly "diagnosed" all these problems which was a joke as clearly shown by the HONEST company that actually got my air conditioner on. Facts are very stubborn things. You can argue your position but the facts remain. I did not need a coil clean and even if I had it could have been done in place saving that $150.00 for replacement freon plus the $100.00 service fee. I paid $65.00 and didn't require any other work as previously explained. Also and here's the real rub - I didn't need a new $4000.00 (low estimate) system they were suggesting. So I would suggest the next time they come across an old lady with a walking cane they not judge the book by its cover.

We originally bought a new HVAC unit from Home Depot & Paul E has been the only one to work on it since installed. In this instance, the unit stopped cooling even though the fan still ran. It was a Saturday at 2:30 p.m. When I called for service, we expected a call that he could come Monday or Tuesday. Within a few minutes, Paul was on the phone, hearing the problem, and said he would come. Paul got here within the hour and had the problem fixed within 2 hours. Even stayed a bit to make sure there were no further problems. Paul is excellent!,,

Antwain "Ike" [redacted] was very friendly, professional and thorough and did a great job explaining what he was checking and the things that needed attention. As customers of ARS, we were very satisfied.

Paul [redacted] was extremely professional. He is very courteous and highly respectful.

Very knowledgeable techs. Great & timely service! Will recommend to others.

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.

I understand the customer is upset about the refrigerant charge. While we may charge more than some other companies, it is up to the customer if they want to proceed with any repair we recommend and are given the pricing up front. Air Conditioning and Heating systems are sealed systems. Routine...

refrigerant charge adjustments are not supposed to happen. When the technician found the unit low this indicated a leak. The technician was simply pointing out the leak and recommending solving the problem so the customer would not have to have "routine" service calls for this in the future. We certainly do not fabricate problems, we find ALL the problems with the system and bring them to the customers attention. At that point the customer can make an informed decision on how they would like to handle the problems.

Revdex.com:
I have reviewed...

the response made by the business in reference to complaint ID 12076631, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I feel like I am being coerced into purchasing a maintenance program to bring down the overcharged price of $549.00 to $338.00 with a continually $26.00 per month for the maintenance prog.  This under any other circumstances would be blackmail and besides, I now no longer have confidence with One Hour.  Since they overpriced the service the first round - this would not be conducive to a continued satisfactory relationship.  I will always second guess their services now.  I spoke with the owner/manager and he tried tallying up the invoice and it came out less that $549.00, he had it at in the $400 dollar range.  Then he told me that the high price was from 1 pound to 2 pounds of freon.  If it is that expensive then they should charge by the ounce.  I have no proof that it was a full pound added or not  and how come no readout is provided to the customer.  Plus he began to tell me that there are only 17 Million pounds of R22 left in the world.  But really in reality - R22 will be continued to be produced until year 2020.  R22 30 lb containers are running $755.00 to 850.00 for a lay person.  I am sure that One Hour buys bulk and receives a discount.  I believe I should be reimbursed at least $75.00 from what I paid originally which will make One Hour's final invoice amount $263.00. 
Regards,
[redacted]

Wayne was on time, found the problem quickly and resolved it. I'm happy.

We purchased 2 new units from this company 2 years ago and we have had more issues with them then with our 14 year old units. The work they did while installing the units is still makes me sad. They drilled wholes in my son's closet left and right without covering or sealing them.
The company's customer service is horrible. They don't try to help you, they try to find reasons to blame you (the customer) instead.
They give you a 4 hour time frame to expect the technician to come out to your home. Well, that 4 hour doesn't really work out. And if you call them after 5 hours, that the technician still didn't come out, all they will tell you is "he is on his way". Really? He has been on his way for more than 5 hours. Unacceptable!!!

I have spoken with [redacted] and explained the charges and the protections plans that our technician had offer he the evening of this service call. She understood the charges and agreed to sign  up for our Protection Plan. This issue has been resolved.

Paul E. provided professional service and did a good job in checking out my A/C system. I very pleased with the service provided by ARS/Rescue Rooter.

We received a dispatch from [redacted] warranty on Sat 17, 2017 and visited the home on Jan 20, 2017. Our diagnosis was a dirty coil and was causing the unit to shut off. Our job is to diagnose and report back to [redacted] our findings. They then decide depending on the...

customer's chosen coverages if they will pay for the repairs. In this case it was denied. The customer has only paid $ 75.00 for the [redacted] service fee.

This business received a complaint from me because of their dishonesty. They immediately diagnosed problems that did not exist as shown by the crew that came out from the company that originally installed the system. They checked EVERYTHING. They found nothing wrong except a breaker on the interior unit which was off (And for all I know may have ben turned off by AirWise). They charged me $65.00 service charge. My insurance company reimbursed me after I explained the attempted scam. I am 77 yrs old recovering from hip surgery. AirWise saw an opportunity to take advantage. They also recommended I get a new system. They are not honest and have no integrity.  I have no wish to continue an argument with these type individuals. The problem they caused me was allowing me a heart patient to go three days without air in this heat.

We had a technician from ARS, Derek, come out to our home to do a 6-month inspection of our AC units.

I am [redacted] VP of One Hour.
Thanks for your submission to the Revdex.com.  A great organization we are proud to be a part of.  I will try to put this all together for you as easily as I can.
We offer a satisfaction guarantee on service charges when our customers are not happy. ...

I will refund the service charge you paid to us, which is our promise.  It will need to be processed and if paid by check, it would need to clear the bank.  If by credit card, this would be a quicker refund scenario.  Either way you will get a refund of what you paid.
We offered to replace your ac drain to the plumbers drain at no charge after you had the main drain cleared by a licensed plumber.  We wanted you satisfied and would bend over backwards, even though not our responsibility, to make that happen.  All you needed to do was have a plumber clean your drains properly.  We have to follow the law and our license requirements.  The portion of your drain that needs attention is the main drains in your home.  Your AC drain will only stay clear for a short time and clog again.  We did not cause this issue and our licensing will not allow us to work on that portion of the drain.  This is a condition of your plumbing that we did not cause and we will not be responsible for that.  You need a licensed plumber.   Your HVAC system needs other attention after the drains are fixed so make sure your new company takes a good look at your indoor coil and related components to the ac system.
We wonder why it took 30 days for you to complain about our technicians performance?  I would call the same day of the incident so the company could send someone out to inspect.  Perhaps you were busy.
This should conclude our business together.  I hope you find a company better suited to your needs.

We are dedicated to 100% customer satisfaction. We have coordinated with this customer to remove the equipment and refund 100% of their money tomorrow 7/28/16.

This company preys upon the elderly. I purchased a Goodman unit that ALL others sell from $6500 to $8000 . The going price $7500. During installation they broke my main water pipe and flooded my garage. Trying to stop it they said nothing and shut off neighbors water which is near my water main. It was inevitable the way he was pulling out the old AC pipe in the same shroud without removing the cover.

To be fair they did fix the pipe after taking off the shroud. This was after they had charged me $2000 more than the going price. To add insult to injury six months later in December I tried to use the heat. The unit would not switch over. They guarantee one year labor and the manufacturer guarantees 10 years parts on the unit. Only six months later the tech determined that the thermostat was at fault.

The thermostat was my own, it has wifi and is expensive, worked fine with the old unit and when I returned it for free repairs with the manufacture they determined it is compatible with the new unit. They never said what was wrong with it. However they sent it back and is now working with the unit. I can only guess that One hour either installed it incorrectly or shorted it out when installing the unit.

The day the tech determined that thermostat was at fault he put in a standard replacement. He tried to bill me $175 for a thermostat that sells for $under $60. I told him to give me a loner. They don't do that he said. I told him I never got a thermostat when they installed it. He said you didn't pay for it. I said $9500 doesn't pay for a thermostat? Pulling out the original paperwork I showed him that it says on the purchase order thermostat. He conceded and left me one while mine was being repaired.

The actual techs seem knowledgeable.I would not recommend this business to my worst enemy unless you have money to throw away.