One Hour Heating & Air Conditioning

Review: I engaged One Hour/Mr. Sparky October 2014 to repair/replace the electrical systems for the duplex located at [redacted] at a cost of over $20,000. The company did provide me extra time to secure the funds for the repairs; completed about 75% of the repairs within two weeks; and I paid the full price at that time.

Now, over a year later I'm still awaiting the final disposition of the external wiring which is lying on the ground at the rear of the property--a definite safety hazard. On my several attempts to call Katie [redacted], a different call center agent would take a message, because I was no longer able to reach Ms. [redacted] directly as a result of One Hour's new phone system. When I finally reached Ms. [redacted] through call transfers, she advised me that I could have entered her extention as soon as I heard the incoming message. She seemed to find my difficulty humorous, even though the incoming message made no mention of dialing a known extention. I explained again my concern regarding the external wiring, but all she would provide me was a statement that she had called Dominion VA Power; they were supposed to address the external wiring; and that I could call Dominion VA Power. I then asked to be refunded the cost of annual maintenance/review service for the heating/air conditioning at the duplex, and was told I would have to contact One Hour's new partner for that service. I did so, but was told I would receive a prorated amount.

Note: I have been a loyal customer with One Hour since 2005, and have three other properties with One Hour. However, since Chris, Jr. has taken over, customer service has decline dramatically, and I am seriously considering moving all four properties to Sears.Desired Settlement: One Hour/Mr. Sparky ensure completion of the job by January 31, 2016. Also, One Hour refund me the entire amount of 2015-2016 annual maintenance service for the location. I paid for the annual service through One Hour; I should not have to get my refund through an external partner. Furthermore, the refund should not be pro-rated given the poor customer service on the electrical job. Or, One Hour provide free annual maintenance/service for [redacted], effective February 1, 2016.

Business

Response:

Once the electrical work is completed and inspected The building inspector notifies Virginia power that the project is ready for their part. Meaning that the temporary wiring is removed by Dominion Virginia Power and they make their permanent connections. After they are notified neither the building inspector or the contractor are involved. We are able to check the status of Dominion's work order on line and it shows as completed/closed. It is obviously not complete and we have opened a new work order, been in contact with the customer and situation is in the process of being resolved to their satisfaction.

Review: Making a complaint against their guarantee the company is entirely unresponsive. They promised a 30% energy savings and it has been more expensive.

We bought a new air conditioner from them when they came to perform routine service our old (still working). The new unit was supposed to keep the house cooler and there was a written guarantee promising 30% energy savings. After months of using the new unit and having them come out to repair it several times (There was a problem with connecting ducts to the unit. We realized our electric bills were higher than before, not lower. Certainly nowhere near the 30% they guaranteed in writing.

We contacted them by phone 3 times and spoke with 2 different people who said they would look into it. Finially we sent a letter requesting compensation, it was ignored. We then called the corporate offices and received a call back from the local office saying we needed to wait one full year and then send them copies of our electric bills.

We did this and sent them another letter with the bills enclosed. After two more calls they said they never got it and had us fax the information to them. Since then we have gotten no response. This week I will be sending the information again through we mail to make certain they cannot deny having gotten the information a third time.

At the time of purchase we also paid for (upfront) 10 years of regular service to maintain the warranty on the unit.

We are coming up on 2 years of owning a product that was supposed to help offset its cost through energy savings and has ended up costing us the full price of the unit to replace one that was working (and working on less energy). We were lied to and even when put in writing they continue to try to dodge the fact they sold us a product that does not do what it says it does.Desired Settlement: We would like them to honor their 30% savings guarantee, for not only the first year as described on the contract but for at least the life of the 10 year service plan we purchased at the time. The unit is warranted for that time period and they already have a service agreement with us (paid in full) for that time period.

Business

Response:

Business' Initial Response

We are in receipt of all utility bills from this customer. Have explained to them that they will have a savings on the AC and Heater portion of their bill and will do a full analysis of their utility consumption to see if our guarantee warrants any type of refund. Client is okay with us following up with him next week once the review is done. Thank you!

Review: All "ducks" were not install as contract agreed.

Feb. 14, 2005 I contact Heating and one inform them the "Phenix Unit" wasn't operating proper it wasn't making hot water and heating and cooling system were not working proper one of their contractor came out said. "I can make temporary repairs but in one or two years you will have the same problem because we are unable to get parts for this equipment therefore if I was you I would replace it". I signed the contract (CCL #XXXXXX) Feb. 14, 2005 total cost was $16,183.90, down payment, $1618.39 balance due, $14,565.51 company approved by: Jacob, G. He said "we will start the work February 21, 2005 and it will take 3 to 4 days to complete the work". February 25, 2005 they completed the work and I was inform I should purchase insurance and I did. The system was inspected twice each year without any problems. However, the inspection conducted April, 19, 2013 I was inform I need new ducks I ask him why because we agreed to install new ducks because both of us were aware that moving from air condition to heat pump it was necessary because one will not work with other system. He said. "Maybe some of them look good that why they did not replace them" I ask him why they didn't tell me and why they charge me for something they didn't do. I told him I was not going to pay over $6,000.00 for work they should have done when they installed the system. I ask them to finance the balance for one (1) year however I paid it off before that time frameDesired Settlement: I want them to compete the work we were in contract to accomplish.

Business

Response:

Business' Initial Response

We have contacted the client so that we can go out to the home and inspect what may or may not have been done in 2005 when the work was to be performed. The contracted work was done by a company that we acquired and the scope of work on the contract is very vague describing what was to be done at that time. Should we find there were NO ducts done at that time then we will resolve however it has been 8 yrs too and may be hard to tell once out to the home. Will know more after this week once we have a chance to send one of our field supervisors out to the home. Thank you.

Consumer's Final Response

First instillation starting date February 21, 2005 completed job February 25, 2005 at 7:25PM, /work agreed to accomplish remove old system and install heat pump remove and replace complete new duck warranties for ten (10) years at a cost of $16,183.90. agreement signed February 2, 2005 by my wife Mrs. [redacted] and [redacted], G. from One Hour Air Conditioning & Heating. I discussed at length what I wanted accomplished with their representative before contract was signed. I wasn't aware there was a breach of contract until April 19, 2013.

April 19, 2013 One Hour Heating and Air came out to conduct one year scheduled inspection his finding was I needed my ducks replace at a cost of $ 6,160.00 I inform the inspector that his company and I agreed to accomplish this work in February 2005 I wanted to know why is it necessary to change ducks less than ten (10) years after installing? Do you know what kind of business I am in, I have been in real estate for over forty years and I have never heard of this before. Ducks are made to last the life of a dwelling. The cost you quoted plus initial payment 22,34390 that is total unacceptable.

Repairs made:

Replace a 6" duct runs 10 ft. long, 4" duct funs 10 ft. long, replace 8" duct 20 ft. long this one is the worst one with big yip, & crushed.

He inform my wife we can expect problems with our large ducts in the further. I really have a problem trying to understanding what they did on their first visit we are both in our eighties perhaps they saw where they could make an easy dollar. I don't think they repaired all items they omitted during their first trip out.

Business' Final Response

We have offered to the client to replace 2-3 of his ducts that look questionable but other items that we have inspected were definitely replaced back in 2005. The contract they had with the company we acquired was very vague and listed items with the zoning to only be changed. Not all systems get new ductwork every time a system is changed. It is only upon recommendation for top performance or code reqs, and if the client wants to do it. Again we will replace the few ducts found that are questiosnable at no charge and that is goin above required and contracted with the customer. Thank you.

Review: I had from Rocklin, CA #[redacted] your guy Justin I think, come out to look at AC he said the wire burned on the capacitor. need new capacitor--from receipt--Recommend replacing system due to high cost of repairs. L2 dual run capacitor $327, of course trying to sell new unit--but my wife and daughter with her two autistic kids had to go all night in a hot house even though I didn't want to pay $300 + for a 30 dollar part-- he put the hot wire on the wrong prong. Had a real ac guy come out and fix it. NO charge--one wire moved and I have a cool house--this is really pushing the limit on selling I can't believe this! I spent $89 to have him set me up for failure. for a sell---Desired Settlement: This company be reprimanded!or fined it is a sure rip off to sell a 110-15 thousand dollar for a couple dollar fix.

Business

Response:

If client is unhappy with the service, we are more than happy to resolve it with him. Below are the notes from the call where our tech explains the burnt wire but client did not want to do anything about the repair or the replacement. Customer has not called us to let us know about the dissatisfaction with any service, and we hope he does so. ###-###-####.Age:10 yr old ac/ 25+ furnaceSize:2.4 tonLocation:closet/backyardWork Performed:89.95 eval. Found burnt wire coming from common side of contactor to common side of capacitor.Performing Ok:NoRecommend replacing system due to high sost of repairs. L2 dual run capacitor $327. Customer wants to think about best option for them.?

Consumer

Response:

I am rejecting this response because: Id id contact the business through their web site. Also I wanted the ac fixed but did not want to make a commitment for 15000 dollars at that time. the issue was a new capacitor would and did fix it but when replacing the wire their agent put the other end of the wire on the wrong terminal so when a replacement for 30 dollars compared to the 325 dollars he wanted to charge, it did not work and I had to call and pay someone else to move one wire. I believe it was a force to by the whole thing or he new it would not work. As he spent a lot of time trying to get it to turn on to show it must be the compressor but it was not. Not that it doesn't have many hours on it and it may be in need of replacement but it did not have to be that day---It is a very large amount of money commitment for a family of 6 and for two autistic children to go through a change and be uncomfortable for even one night when they really did not have to is unexceptionable to me.

Review: Bull-dozed a 94yr old man out of more money than was verbally quoted, and that was too much(!) & lead to believe it included a maint. plan.

On 4/24/2013, Upon having a routine maintenance check, I was told that the A/C needed to be replaced, and I agreed. They also told me that the new heat system was illegally installed and needed to be removed (not really sure if that was true). My daughter (by phone call from [redacted] and I were told the cost would be $11,000 and it came with a 5 yr maintenance plan. They didn't seem to care that if we wanted to sell the mobile home we couldn't get half that amount, but [redacted] pressed on. Two of his co-wkrs enter the premises and hovered around me and kept me busy w/polite conversation while [redacted] was writing up the order interjecting questions regarding my finances and asked me to sign a couple of documents, with no explanation & break down of costs, my head reeling, feeling pressured, I signed. Before the ink was dry from my signature and $14,000 later, they began installing the systems. My daughter and I have called them about the prices and a break down of them, we were told someone would call us back and no one has, They just took the money and ran, and probably laughed all the way to the bank. This wreaks of "elderly (financial) abuse". (I am [redacted] and I am submitting this complaint for my father, we were both lied to by [redacted] I feel like they were "buzzards" circling the "prey", my father, I was not there and they took advantage of that).Desired Settlement: $675 for the so-called maintenance club. And at the very least $2,242 what was charged over the already to high quote of $11,000. Or we can gather estimates from 3 other companies and see just how much we were over charged to begin with.

Business

Response:

Business' Initial Response

The client and his daughter were "both" involved in the entire process of the new unit for Mr. [redacted] home and knew completely how much it was when they decided to go with a new comfort system. We have offered to give them a 1500.00 off coupon and send them back a refund of 1500.00 but the client is not wanting to do so. They have come up with an amount that is not feasible for the unit they got and the offer of 1500.00 is more than fair. We stand behind our warranties and guarantees 100% and are a great company! If they were not sure then they should have not went with our company and got other estimates at that time. We were sure to get all decision makers involved so that all questions or concerns could be addressed and to avoid any issues like this happening. The offer for the 1500.00 refund toward the unit still stands.

Consumer's Final Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I well accept the $1,500 offer.

Business' Final Response

Request has been submitted to our accounting dept for a 1500.00 refund to the client. Thank you.

Business Response

Request has been submitted to our accounting dept for a 1500.00 refund to the client. Thank you.

Business Response

This case should have been closed due to the 1500.00 resolution with the client, check request was sent to be printed and mailed to the client already. I don't see any outstanding replies on the site here so if there is anything else needing my attn. please let me know - thank you!

Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

A check has never been received from One Hour Heating and Air Cond. by me or my daughter.

Business Response

We have already issued the request to have a 1500.00 (agreed upon amount) check cut to the customer. Any other questions please let me know.

Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

As of Friday 11/1/13 we have not received a check for $1,500.

Consumer Response

We finally received a check from One Hour Heating & Air Conditioning. Thank you Revdex.com for your help!

Review: I asked for an AC tune up. I got a 1 1/2 sales pitch for new AC and tech left the AC valve open to release freon.

On June 4, 2013, tech [redacted] checked AC wires and freon level with a meter. He said there was a slow leak. He recommended a system replacement as this leak would cost $5,000 to fix and his new system would cost $10,000. He refused to give me details of his new system but pressured me to agree to purchase it because his company has the best warranty. After his 1 1/2 hour sales pitch, he was angry and returned to the AC unit to replace the cover and opened the freon valve. I went out to check the AC unit and the valve was soaked with oil. The valve cover was on but it was very loose - Not even finger tightened.

There was no service performed on my unit. It wasn't cleaned or adjusted. Nothing was done to any filters, coils, fins, and nothing else was checked. I was with him the whole time before the 1 1/2 hour sales pitch. If releasing the freon was part of the service, then that was the only thing done. Why should I pay for a sales pitch and him leaving the valve open causing this leak? The AC unit had no visable signs of any leak before the tech came but it was certainly leaking when he left. Now I am stuck with trying to get an honest company to come to repair and service my AC.

The license Number on the receipt is #XXXXXX. The phone number is (XXX)XXX-XXXX. Desired Settlement: I want a refund of my $59 charge to service the AC since no service was done.

Business

Response:

Business' Initial Response

[redacted] refund the client the 59.00 which is part of our satisfaction guarantee. Wish the client would have called us for resolution first though instead of resorting to filing a complaint with the Revdex.com. Mailing 59.00 to the client next week. Thank you. - [redacted]

Review: I was told it would cost a certain amount and they would guarantee fixing my problem.

First I was told they would come out and have a fully equipped truck to handle any problem my air had so it could be fixed and that was not the case. I was told by the service man it could be fixed within days and that was not the case.After receiving my money for the service charge they stopped giving me answers to when my part would even come in. 6 days latter I finally went with another company who came right out and had the problem fixed by the next day. Also I was quoted over 9 hundred dollars by one hour and the actual price it cost to fix was under 5 hundred. Every time I called one hour I had to speak to another representative who could only apologize for there mistakes but not offer me an explanation as to why they could not get the part to fix my air or why they were trying to charge me so much more. Bad business ethics when u tell a customer 20 things and try and over charge and never come back with the part or even an answer when it will come. I sat with no air for almost a week until I got really sick and had to call another company who actually told me the truth about what it would take to fix it and how much it would be.

It was a trane air conditioning unit that needed a fan motor On july 3rd it went out and on july 9th I had it fixedDesired Settlement: I would like them to refund the service charge based on in adequate information giving false advertising basically.

Business

Response:

Business' Initial Response

I just left a VM for Ms [redacted] telling her we will gladly refund the $ 99.00 back to her for the full system evaluation that we did at her home. We have a 100% Money Back Guarantee on services like this, I just wish she would have called us before it getting this far to warrant a complaint. I would have given her back the $ 99.00 with no concerns if she was unhappy and let us know.

Review: Purchased a heating and air conditioning unit from company in 2008. Installation did not meet county inspection. Company had to come back 3 times to fix installation issues in order to pass Chesterfield county inspection. Compressor is now leaking refrigerant. Was provided with a 10 year warranty from the company. Warranty information provided in the booklet does not indicate in order for the company to honor warranty, the annual maintenance program with this company must be kept up to date. I discontinued maintenance program with company in 2011 and have had preventive maintenance with another company as my home has two systems and this company is servicing both units. I have all paperwork to provide company on the maintenance work on this unit that has been done since 2011. The information about the requirement of the maintenance program is listed in fine print on the back of proposal when the system was purchased. I feel this is an UNFAIR and DECEPTIVE practice on the part of this company and for them not to honor warranty. Discussed with the company today, and will not honor maintenance agreement. Additionally, company representative indicated system had to be registered in order for warranty to be valid, but then speaking with management, was told system did not need to be registered in order for the warranty provided at time of purchase to be honored. Was told by management there is nothing this company will do for me. Management told me coil replacement is required in order to stop refrigerant leak.Desired Settlement: Company to honor warranty and provide required parts and/or replacement of the air compressor as the document provided in booklet regarding the warranty does not indicate the annual maintenance program from this company is required in order for warranty to be valid.

Business

Response:

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 stated. We depend on our skill and ability to mitigate failure, we are NOT willing to depend on others for their abilities and foresight. Obviously in presence of a warranty we have a financial interest in proactively making a repair at our cost, others do not nor should they. I did review the agreement with the home owner when she called and we both had a copy of the agreement in hand. A proper agreement spells out what each party needs to do. Our agreement is far from Deceptive. That is a very strong word for not liking something or personal choices that turn out badly. The 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 explanation. Spread over a full 8x14 sheet there are 28 partial lines of print explaining our obligations. There are only 2 plainly separated sentences that state homeowner responsibility. 1. Notify us if there are issues immediately so we can take corrective action 2. maintain our maintenance program. It spell out what we need to do and what the homeowner needs to do and is a quick read with no legal terms. The home owner canceled our services in 2011 after numerous reminder calls and a letter from us. This was personal choice. All this is clearly documented in our job history.

Consumer

Response:

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 2011. I have 2 HVAC units in my home, and consolidated the maintenance with one contractor, W. G. Speeks......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 2011 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,

Review: After purchasing AC service/repair on 5/5/15 where I was charged $327 for a "Contactor" (like a solenoid), I queried the part online and found these contactors retail ([redacted], [redacted], etc.) for $12-25. So I called to ask for a partial/reasonable refund, whereby [redacted] (identified as manager) refused to even negotiate. When I asked could he tell me (and document) how much they paid for this part, he answered "that is irrelevant", explaining all the other costs of his doing business. To which I replied, then why don't you itemize these charges (to cover costs of truck, etc.) instead of marking up a part over 2000% (21.8 x $15 = $327). When I insisted he answer my question, [redacted] flatly refused to issue any refund. So I closed by canceling my Comfort Club annual membership (for 1 heat and 1 AC service per year); her rather reluctantly agreed to do this. I also said I would be filing a complaint with Revdex.com and NEVER doing business with them again, nor recommending them to others.Desired Settlement: I would like a resonable refund of a portion of the overcharging for the contactor. I would consider a 300% parts markup reasonable enough; so approximately $50 for a contactor which I can buy online for around $15. A resonable refund then would be around $275 (327 - 50 = $277).Sincerely, [redacted]

Business

Response:

Hello Revdex.com rep, our client had us out to do repairs as their system was not working. Now it is.We replaced the contactor, like the client stated, and also a 3amp fuse and repaired his wiring for 127.00of this fee he paid. The customer agreed to the charges and even got a 20% discount on the repairs. As a contractor, we do not disclose our techs pay and with all parts repairs the clients receive a 2yr warranty. The customer is getting a refund on the membership they purchased for 179.00 already plus thediscounts he received totaling another 200.00 he didn't pay for. He got a great deal already and said hewas happy with the service when the tech was out, along with the fact his system is fixed and running.Our accounting dept will refund the customer in full and mark his account "do not service." He will see a refund for 179.00 plus another one for 388.80 giving him all his money back. Thank you.?

Review: One Hour Heating came to our new address in Elk Grove and after inspecting our furnace, said we had cracks in the heat exchanger. They said carbon monoxide was getting in the house which was dangerous. They then tried to sell us a new system for $6000.00. I had another heating company check the system and they found no trouble with our heater! I then had PG&E come over and after a check of our heater they found the heater to be working extremely well. There was no trace of carbon monoxide in the house! It is a scam to sell new furnaces. My wife and I are in our seventies.Desired Settlement: They need to stop scaring people about carbon monoxide in their home because of a faulty furnace! When in reality there is nothing wrong with the heating system.

Business

Response:

Doing a thorough check of our clients heating and air system is part of our checklist and we would be doing the customer a disservice if we never checked the heat exchanger. Cracks will eventually cause CO to be present in the home its just a matter of time. Since once we touch the unit we are responsible for it, should there be any concerns we always stick to a "complete" check. This customer says he was told CO was present but it is not on his paperwork and the tech said he did not tell him it was present now but could be in the future. The customer has a warranty on his home and hopefully got it checked by a licensed HVAC contractor. The customer did speak with us about the concern in November and a full review was done to insure we are handling these situations correctly. Our apologies for any issues this caused the customer.

Review: They used high pressure to sell/install a new furnace and air conditioner when the old one was operating fine.

I'm filing this complaint on behalf of my elderly parents. The company, One Hour, used high pressure sales and scare tactics to coerce them into buying a new furnace and air conditioner even though the current one was functioning fine.

My parents have had a service contract with this company for a number of years. Twice a year a technician will come to service the unit and spend an hour making sure it is ready for the next season. On May 22, 2013, 3 technicians and one supervisor showed for the scheduled bi-annual service. A short time into the service call, they pulled my parents outside and explained the AC was worn out and needed to be replaced. This needed to be done ASAP before the weather got hot and before all the AC companies get busy. They were aware my father was totally opposed to this job, but continued their high pressure sales. They rushed to install the system and worked into the late evening to complete the job that day. Just the mere fact that 3 technicians and a supervisor showed up for a routine service call leads one to believe they planned on selling and installing a complete system on the same day. Their primary motive in rushing this job was to eliminate any possibility of my parents reconsidering this deal or discovering how badly they were being overcharged. The Amana system, work order # XXXXX, they installed consisted of furnace model AMVCXXXXXBX, Coil Model CE36AXXXXXL004, and Condenser model ASXXXXXXX. This 80% efficient furnace with 14 seer 3 ton coil is nothing fancy and for that complete install, they charged them a horrendous $12,377.00. I don't think this was a misunderstanding or onetime occurrence. I believe this is a willful practice that One Hour engages in with elderly folks. They used this same strategy just last January with another elderly customer.

My parents were long time customers and One Hour took advantage of their trusting nature. Their behavior is appalling. My parents are in their 80's and their logic and memory skills are somewhat diminished. Had they been given time to consider the proposal and not put under stress, they would have contacted their children for advice. Had we known of this situation, this deal never would have happened. It is very difficult to protect elderly parents who are living alone against this type of abuse.

I have been unsuccessful in contacting the president, [redacted], by either mail or phone. I have placed a stop payment on both checks until this matter is resolved.

Desired Settlement: We want the contract voided and a new one renegotiated.

Business

Response:

Business' Initial Response

Spoke with our clients son, [redacted] and came to a resolve to discount the job to an amount he feels is fair. Will send the client an addendum stating the new amount due in full and payable immediately. Thank you.

Review: Service technician purposely lied/exaggerated the cause of the problems with my air conditioner/heating units.

Service tech came to my home on July 3, 2013 to assess problem with my a/c units. I was in Washington DC and I had received a call from friend staying in house that the a/c was blowing hot air on one side of house. The bedroom side a/c unit cont'd. to put out cold air. [redacted] called me via cell phone after having been at home for very short time to tell me that BOTH units had compressors that were not working and both units needed to be replaced immediately. I was not going to return home until July 8, 2013 and was not comfortable spending over 25,000.00 on a system when I could not be present. [redacted] exerted a tremendous amount of pressure to get me to agree to replacing the units. I asked about the ducting system and [redacted] stated that he had not even checked it. I asked to speak to my friend and she stated that the one unit was actually working. [redacted] replied that it was going out as we spoke and would not be working much longer. I continued to state that I wanted to be home when the work was done. He called me at least 4 times and stated the problems at the house were getting worse. He continued to state that both COMPRESSORS WERE NOT WORKING.

[redacted] attempted to sell me 2 new units. Initially I agreed because I had thought that both units were out and the temperature was well over 100 degrees. After [redacted] had left my home I was able to talk to my house sitter who told me that [redacted] was lying and that the situation was not as dire as he had stated. Later that day I called the office and cancelled the installation. When I returned to my home I had 3 other a/c - heating companies come to assess my problems. ALL 3 companies adamantly stated that NEITHER COMPRESSOR WAS OUT. Both fans were turning and providing cool air thru the inside vents. I also was told by the house sitter that [redacted] appeared to be "casing" my house, wandering into the rooms and out to the garage. She stated she felt uneasy. She also stated that "[redacted]" repeatedly stated that "the owner" of the home must be "RICH". It also should be noted that while I was in Washington DC, "[redacted]" attempted to get me to place a down payment on the units via credit card. What is disconcerting and worrisome about this situation is that the 2 package units are on the side of my house. They have minimal clearance from the fence. There is a MAJOR issue regarding the placement of new units and the COUNTY REGULATIONS AND CODE. "[redacted]" did not even address these issues. He did not inspect the ducting or airflow from the vents. He never discussed rebates with me and initially stated a price of $31,000.00 to complete the work. Desired Settlement: I am extremely concerned about the business practices of this company and this individual. The service technician lied about the severity of the problem in an attempt to sell me expensive new units. I was out-of-town and attempting to handle this over the phone. He made my house sitter extremely uneasy with his actions. He made me extremely worried as I had animals who were in a house that I was being told had NO working air conditioning units. And I had friends who were also staying in a house with malfunctioning units. This technician caused a tremendous amount of anxiety and I felt a tremendous amount of pressure from him to replace the units as soon as possible. Something needs to be done with companies and sales rep/technicians that function in this manner.

Business

Response:

Business' Initial Response

Her concerns will be addressed with the employees and management and the importance of making sure a customer is happy and would refer us to others when leaving the home. We called to make sure they were happy with the service with multiple hang ups on 7/25/13 then never called us back re: msg left 7/26/13. The client had us out to her home to evaluate units that were broken down, decided to get new units with us then cancelled the contract and never paid for the services we did. Wish we knew about this sooner and would have if the client would have called us back, as we dont want customers unhappy with our services.

Consumer's Final Response

(The consumer indicated he/she DID NOT accept the response from the business.)

This is incorrect. I was not even in the same state when I had them out. I only agreed to replace the units because their employee lied about the conditions of both units. He stated that neither unit was functioning. When I contacted my housesitter after [redacted] had left the home I found out the truth. I then cancelled the replacement of all units. He also pressured me and made 5 calls to me in a period of 5 minutes. I received NO follow-up calls from anyone. I have checked all incoming calls on my VERIZON bill. There were NONE from this company. As for charges, there were NONE on the receipt which I have in my possession. I also recorded all conversations with the employee from this company. I have had 4 OTHER A/C COMPANIES to my home to evaluate the situation. My a/c unit to this day 8/29/13 is functioning. This is the same unit which [redacted] said had a nonfunctioning COMPRESSOR. I did an internet search of this company and found complaints about them and this same employee. I received NO BILL from them so they have no reason to complain. As for services, this employee had no idea what he was even doing as evidenced by what I was told by my house sitter. He did not check the duct work. He had NO idea about the county code which would not support the installation of the units he tried to sell me. Their statement is full of lies.

Business' Final Response

This client never paid for the agreed upon services because she decided to buy a new unit instead and then cancelled. Like stated in prior, this concern was addressed. Proper action was taken to prevent any issues Re: our company's service to our clients so that we have complete satisfaction on every call.

Review: Last summer I purchased an air conditioner from [redacted] and everything worked fine. In the winter I purchased a Heater from One Hour Heating and airconditioning in [redacted] NJ. the heater worked fiine. when turning on my air conditioner this year it does not work due to a clog in the line and coil that is not working. this could only have been done by One Hour when they installed the heater, since the air conditioner worked fine last year. they are trying to say it isnt their fault, but it has to be because after installation of Heater the air conditioner doesnt work. they want to charge me for the work 1600.00 dollars I feel I owe nothing and they need to fix this problem. I heard many complaints have been sent to Revdex.com regarding this company. they are taking advantage of people.Desired Settlement: for heater and air conditioner to work

Review: My Aircon was not working so I looked up One Hour coz I see it as I drive by all the time thought it to be a reasonable business to deal with. I called in the morning of Monday June 3, 2013 so I asked what your prices are. He said I need to make an appointment I asked how much does it cost to refill the Freon I told him that may be what is needed I have a leak. He made an appointment to come out and charged a service fee of $69.00. The man that came here sat me down for a long speech before he gave me prices. He said it would cost thousands to replace the unit and over $500.00 to repair it and then answered a question I asked in the first placed before the service call but never answered til after the service call had been paid for. He told me they are a business “not a research service” that’s why my question was not answered until I paid the price. In the stores they post the prices before u buy the items they don’t charge you a service fee to give you prices. I would like a full reimbursement I feel that this was a dis-service to me charging me a $69.00 dollar fee for telling me the price of refilling my Freon I knew that was the problem before he came to my house why do I have to pay him money for an answer I knew but I did not know the charge of the refill.Desired Settlement: a full refund plz I only ask what is reasonable and they should post there prices in the website so ppl are prepared just a friendly suggestion

Business

Response:

Our fee of $69 to come out includes the service fee and diagnostic. Even though the customer may believe there system is low on Freon we still have to determine why the system is low. When a system is low on Freon that means there is a leak coming from somewhere. When we book a call with a customer we make them aware of our service fee upfront and when the technician arrives we get initial for service fee before proceeding with diagnostic. Once we diagnose the problem we then get the customer to authorized the work before we proceed. Customer declined having the technician complete repairs.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: even though they did check the Freon the

diagnostic was very much wrong . they determine the system is low but so untrue. the fan was broke and I got it repaired. this company suggested the I so get a whole new system at a cost of thousands when I was charged $225.00 and now all is well. the company tried to rip me off. I would like a full refund for there missed diagnostic I would also like to add a comment to there website since I was a paying customer if I don't get the money returned I would like to tell the truth of their missed diagnostioic. they wanted me to pay thousands when I only paid for repairs of $225.00 they told me I needed to replace the whole system NOT TRUE I do not care for being lied too I wanted there services in good faith hoping the in-turn would give me good honest service but what I got was a bad service if I did not get a second opinion I would have wasted thousands of dollars, I am very upset plz return my $69.00 and I promise never to call them again. I tired calling them many many times went to there office twice to show them that all I needed was a fan but they said call back when the GM was there I would like my $69.00 dollars back or as a paying customers I would like to leave feedback on the website I believe I should be entitled to do that much. it took them many months to answer this complaint why was that? its just not good business what they did plus not top respond to me and the the Revdex.com for over six months? thank you Revdex.com for your concerns I was begaining to believe I was invisible. if I wer in business I would have at least answered my call over six months ago I think I started this back in August 2013 its now almost March 2014 don't they even respect the Revdex.com I don't get it. I would like my $69.00 returned and all is forgiven but if not returned I would like to write a review as a paying customer I believe that's fair and I m a fair man

Regards,

[redacted] and [redacted] were both very professional. They did a heater install and answered any and all questions I had. They explained everything clearly and cleaned up when done. I would highly recommend both the company and these specific installers

Work was started immediately and efficiently, they stayed and went over the system and answered all my questions

Review: Dear Revdex.com of Delaware:

In late August early September of 2015 we noticed the Trane A/C Unit that we purchased from Calvert now One Hour Heating & Air Conditioning back in July of 2013 was not working properly. The A/C system was not able to sustain the scheduled temperature that was set at 72 degrees and was not blowing cool air. We contacted Calvert/One Hour and asked them about their Extended Warranty Program, they would not talk to us about the Extended Warranty Plan until a Service Tech came out to diagnose if there was indeed a problem with the A/C unit. This was their way to exclude problems that they could then call pre-existing (which would not be covered under their Extended Warranty Plan).

Visit #1: On September 6th, Calvert/One Hour came out to look at the Trane A/C system ($79 fee) and diagnosed the system to need a TXV part replacement (not covered under the warranty and this is a part that is currently on recall but not for 2013 units) found the system was running low on refrigerant indicating there may be a small leak and proceeded to add refrigerant charging us $258 ($79 plus $179 for refrigerant) for the visit.

Visit #2: A week later on September 10th, we had to have Calvert/One Hour come back out as the Trane A/C system was not working correctly again (same symptoms as Sept.6th). The same technician performed a second evaluation of the A/C system and found a leak on the outdoor unit “factory brazed joint and indicated they would need to return another day to make the repair. They said the repair would require draining the current refrigerant for reuse, then repairing the leak and recharging the system all for $902 (repair leak $451 plus another $451 to reclaim refrigerant and recharge system).

Visit #3: Based on the diagnosis from Calvert/One Hour we decided to get a second opinion from another Trane Dealer. They came out on September 21st and performed a complete diagnosis and identified a leak in the outdoor coil on the factory brazed joint. They recommended evacuating the system refrigerant, fix all leaks, pull vacuum, refill system with the required lbs. of refrigerant, run and check system for half the cost of Calvert/One Hour’s repair estimate. By the way Calvert/One Hour was going to charge us even more to find if other leaks existed in addition to their original repair estimate.

We called Calvert/One Hour several times and spoke to their Operations Manager who was basically pushing us off on the manufacturer stating the issue is with Trane due to the manufacturer defect in the part that was leaking. It is amazing how many good consumers are getting ripped off by this game where the Installing Company does not back up the products they sell or install, it’s all about the bottom line and not the “Customer” plus the manufacturer’s these days do not back up the products they make.

We called the manufacturer’s Customer Relations group to inquire about the registered warranty and come to find out that Calvert/One Hour never sent in our registration for the 10-year warranty for parts and the10 year compressor coverage, etc. Four phone calls later over a 3 week span I finally received a call back from Calvert/One Hour indicating that they are working to resolve this oversight with the manufacturer. We purchased both high-end Trane A/C and Furnace systems at the same time 2 years ago to now I find out that Calvert/One Hour never fulfilled registration of our units for the additional warranties with the manufacturer. By the way the 10-year warranty information is explicit in the written contract that was provided to us by Calvert/One Hour.Desired Settlement: The resolution we would like to see regarding this situation is to have Calvert/One Hour identify/fix all leaks, replace any necessary parts to fix the A/C unit for a reasonable cost which would be $450 less $258 that we have already paid out. Plus we would like Calvert/One Hour to assure us in writing (with an acknowledgement from Trane) that our units (both A/C & Furnace systems) are registered with the manufacturer for the 10 years parts and 10 years on the compressor, and anything else we were supposed to be registered for with Trane.

Business

Response:

We would like to resolve all of Mr. [redacted]'s concerns. We will contact him directly to address the equipment problems at no charge. His Warranty Registration is in place and hard copy evidence is going in today's mail to his home. The Warranty Registration number is 313694.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would like to know what the business means by "will contact the customer to resolve at no cost"? Is the correct warranty registered with the manufacturer - Trane?

Review: I had difficulty choosing just one of the options for "Primary Nature of your Complaint" on this form, so I picked the most all-encompassing one. Less than 3 years ago, I paid about $16,000 to have a new, dual unit high efficiency heat pump system installed (complete with handlers). One of the units no longer functions. There is no way a quality product should be non-functional so soon.

Calvert is failing to stand behind their installed product by charging me $99 just to diagnose what is wrong so soon after installation. They are also making it difficult for me to schedule an appointment to get the issue rectified in a timely manner. I first called on May 12 and asked for a manager callback so 1) my concerns above could be addressed, and 2) an appointment could be scheduled at that time. I was told I'd get a call back the next day. I received none. I had to call back again on May 15 to schedule an appointment. A serviceperson came out, but was unable to diagnose the issue due to weather.

Bottom line: It is now May 28, and my AC still doesn't work. I was able to have my Dad come over on 5/15, but he's often not available...he's over 70 years old and can't wait very well in a 4 hour window. I myself am a single Dad, and it is not easy for me to have someone else come and stay at my house while I'm at work. I finally was able to get a day off and tried to schedule a time for tomorrow, but the office manager (withholding the name to honor Revdex.com privacy guidelines, but it starts with "T") would not squeeze me in, and wasn't exactly sympathetic to my situation. In fact, she came across as very standoffish and borderline rude. All in all, this is certainly *not* the type of service I expected when I signed on with Calvert less than 3 years ago to the tune of SIXTEEN THOUSAND DOLLARS.Desired Settlement: I had to shuffle plans around on a Saturday (5/17) to get someone to come out and finish the job. Given the hassle and lack of commitment to customer satisfaction (not to mention a willingness to stand behind the quality of installed products/services), I fully expect the $99 charge to be waived AND the system to be functional by 4PM this Saturday (almost 3 weeks after my initial phone call).

Business

Response:

[redacted] this was old. I guess we never responded to the Revdex.com.

The situation was resolved with the customer and we waived the evaluation and he didn't incur any charges for our work done that Saturday, as we stood behind our work

Consumer

Response:

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

Calvert has been handling our home HVAC systems for many years and we've always been very happy with the installation and service. [redacted]. is great -- he's professional, knowledgeable and always gets the job done right.

[redacted] was punctual, thoughtful, and full of good advice.