One Hour Heating & Air Conditioning

I am having a difficult time following this but I do understand the frustration with the situation because it is not a good one Anytime a different service contractor winds up on a HVAC system a little over a year old with serious issues the outcome is not likely to be for good You have to ask ..Where is the installer and why is he not making the repair? It has to be a case of could not, would not or customer did not want them back From the information we have customer's system was installed by an acquaintance Customer did have someone with refrigeration skills look at the unit and they made a diagnosis of a bad reversing valve and wanted us to bring a part (not a truck stock part) We are unable to accept someone else's diagnosis The System in fact did have a bad reversing valve and we did make a claim under customers part and labor warranty for the repair itselfWe subsequently on a following visit discovered refrigeration system contamination, likely the cause of the valve failure and certain to be a source of future problems This contamination is usually caused by lack of proper evacuation and install procedure from installation and takes a year or more to cause problems This system is just over a year old We recommended a system clean up but unfortunately that could not be covered manufactures extended labor plan and customer declinedWe did not install this system This complaint was also filed with [redacted] *** It would have been good to get a list of install contractors from Angie's list Those on [redacted] will try to work out a resolution if things go awryand they can It's unusual for an established contractor not to welcome the opportunity for service after the sale, certainly those in [redacted] do Again, we did not install this system, but we certainly were the bearer of bad news We obviously want no further involvement and will we refunding the entire $?

Thank you to the entire team at One Hour Heating & Conditioning ( [redacted] & Mister S***) for a job well done! I recently purchased/installed a large GE standby generator at my house in NH through Home DepotThe Wilkins/One Hour H&AC team was contracted to do the jobEvery step of the way from A-Z was handled professionally and courteouslyEveryone was very efficient and knowledgableIt was a very big job that required digging, drilling, piping, and rewiringI was there watching every step of the way, learning and observing the progress over daysEverything was executed neatly and carefully, explaining and answering my questions along the wayThey earned my trust and confidence and would not hesitate to work with them in the futureYou need highly trained and competent professionals to do this kind of workDon't compromise or settle for less

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Contact Name and Title: Brian W [redacted] - GM Contact Phone: [redacted] Contact Email: [redacted] As I explained on the phone to Mr [redacted] I would be happy to come out and look at it free of charge but since he called another company prior to letting us assess the situation first it would be hard to offer any type of warranty sight unseenMy offer still stands to come out for free to perform a safety inspection of the entire system and evaluate the situation from thereI am more than willing to help out but I would like to see the system prior to negotiating any type of refund for a part that is out of warrantyAgain I am more than willing to work with Mr [redacted] if he would be willing to let us in the home with a property owner present Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) When the phone call was made (the call was recorded), not once was a courtesy inspection offeredAll that they told us was that it is out of the warrantyThe exact question we asked was "so there is nothing you can do for us?" Their answer was noSo why would we in our right mind pay them to come out and look at their poor work and pay them to fix the same part they tried to fix (and failed) less than two years ago? That's why we called someone elseWe feel that they should provide a refund for the work that they did less than two years ago, but we will accept the dollars that it cost us to fix their work from two years ago

I am rejecting this response because: As of April 7:pm I have received no checkThis is the second time one hour heating said they were going to do something and they did not follow throughI expect full refund of $due to unsatisfactory work in which I had to fix the repair they did and also includes the refund of my warranty purchaseI cannot do business with a company that does not follow through with what they say they are going to doI tried calling them today at 5:pm because I was unable to take calls until after work but no one answered

Complaint: [redacted] I am rejecting this response because: Baloney I had no problem with the boiler cleaning What shocked me was finding out I was charged another $for maybe five minutes work and what I discovered was a $part I said nothing initially because I thought the part was expensive When another HVAC professional told me recently that air eliminator cost $10.00, I knew I had been taken Your staff knew what they were doing Now all I can do is warn everyone else about your company Sincerely, [redacted]

Professional, courteous, immediate serviceHighly recommend One Hour in Shelton!

Our agreement does require that we maintain the equipment so that we can watch for small repairs that can turn into expensive repairs When we make a warranty commitment we are ready and willing to take responsibility for breakdowns per terms of the agreement , all clearly statedWe depend on our skill and ability to mitigate failure, we are NOT willing to depend on others for their abilities and foresightObviously in presence of a warranty we have a financial interest in proactively making a repair at our cost, others do not nor should theyI did review the agreement with the home owner when she called and we both had a copy of the agreement in handA proper agreement spells out what each party needs to doOur agreement is far from DeceptiveThat is a very strong word for not liking something or personal choices that turn out badlyThe agreement has a highlighted section that shows our warranties and guaranties (a check the box section)In bold print in the same section, it says: see back for full explanationSpread over a full 8xsheet there are partial lines of print explaining our obligationsThere are only plainly separated sentences that state homeowner responsibility Notify us if there are issues immediately so we can take corrective action maintain our maintenance programIt spell out what we need to do and what the homeowner needs to do and is a quick read with no legal termsThe home owner canceled our services in after numerous reminder calls and a letter from usThis was personal choiceAll this is clearly documented in our job history

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11531905, and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] To support my complaint and rebut the response from One Hour, I am submitting documents in my possession which were provided to me at the time of agreement and installation of the system The first set of documents is the Warranty information and options for maintenance provided in a booklet by One Hour If you read both of the Warranty Information, which would be the document an owner would reference in regards to terms of the warranty, there is no printed information on this document that warranty is void if a maintenance agreement is not maintained with company On the options for Maintenance, it suggests maintaining a maintenance program, and again, this document does not explicitly state the maintenance program must be with One Hour I was under a maintenance plan with One Hour until I have HVAC units in my home, and consolidated the maintenance with one contractor, WGSpeeks......I have provided a copy of the current agreement through 11/2015(in second set of documents) I can obtained written confirmation from Speeks that the unit installed by One Hour has been under a maintenance agreement since and serviced regularly The second set of documents includes the Proposal/Agreement as stated by One Hour I have underlined on the second page the fine print which is the only reference in all the documentation which indicates One Hour's requirement regarding the annual maintenance program....I feel and believe that this requirement should have been clearly stated on the Warranty Information Page and Maintenance Options provided in Homeowner's booklet, as these would be the documents one would reference if there was a issue with the installation and working order of the equipment and what would be covered if there was a need to exercise the warranty I believe because the maintenance program requirement is in fine print on the back of the proposal and not listed on the two main documents in the Homeowner's booklet, One Hour can decline and not honor the warranty which I am sure was rolled into the price of the equipment and installation quote and is a deceptive business practice The equipment was purchased in 2008, has been properly maintained and serviced by them and another reputable HVAC company, and One Hour should be responsible and honor the warranty and either repair or replace the unit Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2015/11/13) */ The failure to the secondary heat exchanger is due to water leaking out of the water tight secondary from a water testWe wanted to show the homeowner and offered multiple days and time to show him what the problem isThe other company per the invoice did a combustion test which it passedIt passed for us too but that is not the issueThe issue is water leaking out of the secondary, not a combustion issueWe again offered multiple days and time to show him in person the defect that was leaking but he declined our multiple offersWe could not finish a diagnosis of the system due to a heat exchanger failureThe American Gas Association stated that and hole or crack in a heat exchanger is reason for replacement of the heat exchanger or furnace and that it must be red tagged out of service due to potential to leak carbon monoxideWe are just following national codeThe warranty issue really wasn't a issueWe just couldn't verify any of the warranty info at the time of service because the equipment was never registered by the originally installing contractor or the homeownerWe explained this at the time of service and gave worst case scenario if the manufacturer did not honor the warrantyThe homeowner skipped over us in the process while we were trying to get a warranty pushed though for him and while American Standard did say it was under warranty based on the serial number the reality is that once we would have issued a claim on the heat exchanger it would have been declined because it was not registeredI was able to get a proactive registration put into place for the furnace because it was under years oldThe root cause of the problem is the heat exchanger due to if being a safety issue and allowing water to leak and also creating a vacuum leak when there is not water presentAny other issue is secondary at that pointI wish we could have had the opportunity to show Mr [redacted] exactly what is going on with his own eye as I am 100% sure that once he witnessed the issue with his own eyes he would have a very different opinion Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) I agree that "The failure to the secondary heat exchanger is due to water leaking out of the water tight secondary from a water test." I do not need to see that to understand the problemI also agree that you offered to show me the problem several timesI even stated that fact several times in my original complaintBut again, I do not need to see the problem to understand itThe other company did a combustion test and then went on to find the root cause of the water leaking out of the secondaryYou state that you could not finish a diagnosis, but you didYou just assumed that the secondary heat exchanger needed replaced because it was leaking water, and presented me with a $2,work proposalThe other company discovered reasons as to why water was leaking out of the secondary and corrected them for a cost of $Water is not leaking now and the heat exchanger did not need to be replaced to achieve that resultYou also state that "The warranty issue really wasn't an issue", but it was a bid issue to me, a $1,issueYou never once mentioned that any of your original $2,work proposal may be covered by warrantyYou never once said anything at all about a warranty or that you were giving me your "worst case scenario if the manufacturer did not honor the warranty"I agree with you that I did skip over you in the warrant process because you did nothing in that regard until I brought it to your attention Although we seem to agree on some of the issues, my feeling is that we are at an impasseI assume the only way to resolve the issue would be to see if my furnace would pass your test nowSo my question to you is: would you be willing to perform that test again, now that the water leak has been repaired? Final Business Response / [redacted] (4000, 9, 2015/11/23) */ We would absolutely be will to come back out to show you the issue we are describing as the other company is not testing what we are talking aboutMy only stipulation is that you are there The reason you were presented with the "worst case" bill and likely didn't get the full story was because you were not present during our inspection and it does not sound as if your son who was present during the inspection passed along all the info We will be in touch asap to schedule a time with you If we are incorrect in our diagnosis I will gladly pay the $you paid for the second opinion Final Consumer Response / [redacted] (4200, 11, 2015/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I will call to schedule a time for you to complete your inspection, with me at homeRegarding the "worst case" story, my son was never involved in this issue at allMy wife was at home during the entire technician's visit, and she is perfectly capable of passing along all of the infoAlso, I personally talked to your service rep via phone (while he was still at the house), and he never mentioned "worst case"In addition, I had five more conversations with your office on 11/2/(the calls are still in my phone call log) and again "worst case" was never brought upIn fact, my first call was specifically made to see if anything could be done to reduce your $2,repair proposalI talked with Tom, who said he would check and call me backWhen he called back, he stated that cost ($2,112.00) was correct and he reminded me that I had a service contract that would cover $of the repairThat is also when he suggested that I may want to look into replacing the entire HVAC system and offered to have a sales person meet with meThat's when I said that I thought my system was not old enough to need to be replaced and that it is probably still under warrantyThis in turn, prompted my call to American StandardI'm repeating myself with all this, but again, that's when I called Tom back, informed him that the heat exchanger was under warranty and asked him if he could breakdown your work proposal into parts and laborTom said he would check and call me back, which he did with the $1,proposal

I was very pleased with the service I received on my air conditioner today My house is so much cooler now and the man who did the work did a great job He knew exactly how to fix the problem
I decided to sign a service contract with this company and cancel the one I have with another company so I will be dealing with one company instead of having different contractors come out whenever I have a problem

Initial Business Response /* (1000, 5, 2016/05/16) */
We did quote a chemical coil cleaning which is not part of the regular maintenanceThe coil was extremely dirty and basic cleaning would not solve the problems that it was causing to the furnace and air conditionerThe homeowner was notified
of these additional cleaning services that were needed but were declinedThis was causing the air conditioner to show as being overcharged due to improper airflowRemoving refrigerant only masks the actual problem of a dirty coilCleaning the coil in minutes would not have cleaned the dirt that was packed into the fins of the coilIt required foaming chemical cleaner to clean it properly
The access hole that was made was so that we could access the coilIt is an internal plate that has no effect on performanceThis is required per most manufactures instructions to access this area without removing the entire coilThe internal access hole was plugged afterwardReplacement of this piece is not required
We do perform a basic electronic gas leak detection of the area and also the gas line leading from the ceilingThere were no leaks detected in the past years of service
We did make a note that the expansion tank on the water heater had failed but the repair was declined
We refunded the homeowner their money that they invested into their maintenance plan on 5/4/in full after discussing with the homeowner and their request for the refund

I have not been able to talk with *** directly about her service experience, but have left her my contact information. Our goal is 100% customer satisfaction and to that end have given her a full refund of her air conditioner maintenance program

We had the company come out to do our first annual maintenance on two furnaces and our tankless water heater systems for a home that is less than years old The company serviced the systems for the prior owners and it had been one year from the time the prior owners had the systems maintenance performed until we had the systems maintenance performed We also had our inspector inspect the systems before buying the home Here are the following notes provided by the tech from the maintenance visit:
Furnace #1: Heat exchanger shows signs of high stress in tubes as well as on outside-customer should be aware and be proactive on new system
Furnace #2: Heat exchanger shows severe signs of heat stress in and out Rust with system
Tankless Water Heater System: Valve Leaking Heat exchanger coils corroded System is taking on debris/moisture from venting
The tech verbally quoted replacing the systems starting at $20K with potential ability to knock down the price via negotiating a price discount due to a multiple system order We also called the company asking for any notes of wear and tear on the systems for when they did the maintenance for the prior owners and the phone representative said there were no indications of wear and tear on the systems
We then called for a second opinion from another company in the area Here are the findings:
Furnace Evaluations: Inspection of heat exchangers didn't find any issues of concern Systems don't impose any level of concern for operation, safety, or health
Tankless Water Heater System: System operational and no major issue noticed
The tech from the other company verbally stated to expect 22-years more on the furnaces and at least more years on the tankless water heater system
We enjoy paying professionals for the services they provide We don't appreciate trying to be taken advantage of Hopefully, this review will help prevent an experience similar to the one we just had

We are very sorry to hear about this and we take it very seriouslyWe have met with the tech that was at your home and used it as a training topic in hopes that it never happens againWe released the agreed upon refund of $on 4/and have left messages to discuss the additional refunds
requestedPlease call our office back to discuss this furtherAgain we are sorry for the inconvenience and we thank you for bringing it to our attention

Not sure why the difference took place but a phone call would have taken care of this much quicker. The $is being sent out

Hired to repair a/c unitTech arrived, did not resolve repair issue and caused further damage to unitTried to charge us for damages he caused
Technician, ***, arrived to our home after refusing to schedule appropriate appointmentHe arrived at 5:pm on *** to repair outdoor a/c unitUpon arrival, *** attempted to remove a/c condenser motor and was unable to do soHe then cut the wires to the motor and forcefully removed the entire bracing unit for the motor to work on it furtherAfter attempts to remove the fan attached to said motor had failed, the tech brought over a wheel puller and attached it to the fanHe then put pressure on the fan in an attempt to remove it, and promptly informed us after a few tries that the fan was bent and would no longer workOnce we were told the fan was destroyed, we were told by *** that he would happily replace it for an additional charge on our billWhen asked why he wasn't going to replace it after breaking it, he simply told us

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending
it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Steve came to my home on Friday, Feb 6, to install my new kitchen sink and garbage disposal He learned that the kit to the garbage disposal was missing and offered to go to *** *** to pick one up
He was personable and very neat

I am rejecting this response because:
As of April 18 7:56 pm I have received no check. This is the second time one hour heating said they were going to do something and they did not follow through. I expect full refund of $584.80 due to unsatisfactory work in which I had to fix the repair they did and also includes the refund of my warranty purchase. I cannot do business with a company that does not follow through with what they say they are going to do. I tried calling them today at 5:47 pm because I was unable to take calls until after work but no one answered.