One Hour Heating & Air Conditioning

Did a great job installing our new heating system. They were on time, polite, and informative. The experience was very positive.

Review: When having a tech come to my residence for an air conditioning repair I was given a list of items that needed to be fixed. All of those items totalled over 3,000.00 as quoted by the service man. I did not have them do any work at that time as I wanted a 2nd opinion of the repairs. I paid them $99.00 for them to come out and advise me of the cost. I then called in Horizon services and they came out and advise that 2 out of the 3 items that Calvert/One hour told me about were not even needed to make the repair. Also luckily the repairs that did need to be made were under the Trane warranty as the original unit was 9 years old and had a 10 year warranty (which the tech from One Hour didnt even ask me anything about any warranty).Desired Settlement: After thinking about the service that was provided by One Hour (which wasnt the best I might add) I feel as though since they were trying to make alot of money out of me in advising of repairs that were not needed that I would like to get a refund of the $99 paid to them.

Business

Response:

I am following up with you regarding a concern raised by a customer of One Hour Heating & Air Conditioning. The issue was assigned an ID number of [redacted] This was the first that we had heard of Mr. [redacted]’s complaint. Our technician was at the customer’s home on May 28, 2015 and identified legitimate repairs that he diagnosed as being needed on the equipment. There is no quote for $3000 that is noted in our system. The customer has stated that a competitor did do repairs under the Trane warrantee which our company would have done as well. From this vantage point, I believe that the competitor may have done the needed repairs under the manufacturer’s warrantee and slandered our organization to the customer. As a reputable company that has been successfully serving our community for over 24 years, we will refund Mr. [redacted] his $99 diagnosis fee as a courtesy to him. Our technicians are trained to the highest level and approach every service scenario with the upmost level of integrity. We will reach out to Mr. [redacted] to assure him that we approached his repair scenario appropriately and that we are sorry that he has been directed to believe otherwise. If you have any further questions, please contact me directly at [redacted] Sincerely,

[redacted]One Hour Heating and Air Conditioning

This company installed a furnace/heat pump combo for me and I was very happy with their service. Price was reasonable, very prompt and professional, cleaned up after installation and were very nice at followup on questions I had about the new thermostat.

Review: Calvert installed completely new central air and heating in my house 2 years ago. They had to come at least 5 times after installation to fix a leak on a humidifier and therefore gave me a 2 year free maintenance plan.

Just 2 months ago I had last " free maintenance" from Calvert and they insisted that I sign for a new plan. I decide not to since my system was completely new and everything was in order as the tech said. We just turned the air conditioning yesterday and it was blowing hot air. I was really upset, call them up and explained that they just serviced the unit and assured me it was ok. They came out quickly and concluded that all refrigerant leaked out!

Mind that this is now turning into a very expensive job and they were ready to do it. I was very suspicious about the whole thing and voiced it out to tech. I paid $79 service fee and told him that I do not trust their company anymore.

This is what the tech wrote on the receipt:

"checked system operations. found system out on low pressure switch. found system empty on refrigerant. client arrived, tech explained

situation. client stated that maintenance guy tech must have done this, that we are suspicious. client agreed to add refrigerant to system. tech

started to add refrig then realized he had not given here the pricing. when tech gave client pricing , client became irate and stated she didn't trust us and refused service."

I called them again and asked to speak with the manager. I was promised someone would call me back, but that did not happen. I am beyond frustrated with them.

I should not be paying hundreds of dollar to repair a leak on a new system installed and inspected by them!Desired Settlement: Repair the system free of charge and do a honest reliable job!

Business

Response:

I am responding to complaint ID # [redacted] This matter was closed and there should be no complaint. The client called to report that her air conditioner was blowing hot air when we came to evaluate the problem we saw that the refrigerant had leaked out. She was accusatory to our company about the problem that we could have in no way caused. When we told her we would do the repair but she had to pay for refrigerant, she was irate. This is standard for any HVAC company. The client, [redacted] was not charged the $79 diagnosis fee nor did she pay it. It is clearly in our system as a $0 fee. In addition, we left a message on her home phone and on her cell phone on June 13th. And we made another successful attempt on June 15th when we told her that there was no fee charged and no bill would be sent. She was unhappy at that time as well, but there is really nothing else for us to do. Please let me know of any other questions. Sincerely, [redacted]

Consumer

Response:

I have a membership that includes annual maintenance, which was just performed. The service guy, [redacted], was curteous, efficient, and respectful of my property. I have no complaints about Calvert (soon to be One Hour Heating & Air Conditioning).

Calvert Heating & Cooling installed our furnace several years ago. I am happy with the service Calvert has provided. [redacted] was the Service Pro that serviced my system this month. [redacted] explained what he was doing and why. Very pleased with [redacted] and Calvert.

Review: OUR HEAT PUMP IS NOT OPERATING PROPERLY BUT CALVERT REFUSES TO FIX IT EVEN THOUGH OUR HEAT PUMP IS WITHIN CALVERT'S 10 YEARS PARTS AND SERVICE WARRANTY. OUR HEAT PUMP HAS BEEN RUNNING ONLY ON ELECTRIC BACK UP HEAT COSTING US SIGNIFICANT ADDITIONAL CHARGES. A THIRD PARTY HVAC TECH DETERMINED IT REQUIRES DEFROST CONTROL BOARD.Desired Settlement: REPAIR UNIT SO IT IS WORKING PROPERLY.

PAY FOR ADDITONAL ELECTRIC CHARGES.

IT APPEARS CALVERT KNOWINGLY SOLD US A LEMON WHICH HAS BEEN PROBLEM PRONE FOR LAST MANY YEARS AT SIGNIFICANT COST AND INCONVENIENCE FOR US AND THEREFORE SHOULD REFUND OUR PURCHASE PRICE.

Business

Response:

Summary: Calvert installed a new heat pump for the [redacted] on 2/23/2005 which included a 10 year parts and warranty through a third party. The third party warranty company filed for bankruptcy October 2009. Calvert continues to honor warranty at no charge to the [redacted] as per original contract. Some significant repairs occurred resulting in the replacement of a Compressor and reversing valve along with some minor repairs including a circuit board and refrigerant leak. In the final year of the warranty, the [redacted] placed at least 12 service calls which started with a thermostat that was installed by Delmarva Power being wired incorrectly. We should have billed [redacted] for this service, however we waived this charge and the many more afterwards. Next service was for a filter, again not warranty, however the fee was waived. One of my technician’s diagnosed a possible leak in the system, however one cannot be found. This spooks Mr. [redacted] because he is concerned, (as I would be in his shoes), that the leak will be discovered after the warranty expires and he would be stuck with the bill. We agreed to do a second search for the leak towards the end of the warranty, and at that time did indeed find a leak on the evaporator. The evaporator was subsequently replaced against Mr. [redacted]’s objection. After 9 years and 3 months he demanded the entire system, indoor and out, be replaced. Several days later [redacted] complained that the system continues to run non-stop. We dispatched a technician who discovered no problems and the system is operating to specification. They called back next day with the same problem. We again dispatch tech who discovered that the Delmarva thermostat, (not our device) has failed and certain situations continues to operate the electric heat after the heat pump shuts down. Mr. [redacted] demands we replace the thermostat under warranty. It is not Calvert’s stat so we quote $568 (approx) for a new thermostat. Calvert is proverbially thrown from the house. Mr. [redacted] calls two days later system still not working. I send my senior tech, 30+ years of experience, he discovers that the system is operating at factory specs and that a new thermostat has been installed by somebody else. [redacted] calls again next day and says system still does not work. At this point I email [redacted] that we are at an impasse and there is nothing left we can do. I inform him we are not coming anymore. [redacted] calls another service company and they proclaim the unit has a bad defrost board. [redacted] informs me that he had the board replaced and expects Calvert to repay him for the costs. Calvert hesitates as the board described is less than a year old and the failure of the board does not fit the symptoms described. [redacted] files the complaint with DOJ / CPU.[redacted] emails again yesterday says unit is still not working. Demands we come check it out.Opinion:The unit is a month or shy of 10 years old. US Dept of Energy predicts the life span of a heat pump is only 12 years and as such, Mr. [redacted]’s system is reaching the end of its useful life and certain components are prone to fail. This system has had more than its share of problems but Calvert has stood behind the bankrupt warranty company and Mr. [redacted] has not had to come out of pocket for anything.Mr. [redacted] states he has higher than normal electric bill and he wants reimbursement from us. I think the electric bills are a result of the Delmarva thermostat and not anything on our part. Obviously the repair Mr. [redacted] had the other company make did not work because he has since tried to place another service call with Calvert. As stated earlier, the symptoms described would not have been cured by the repair made. In Closing:Calvert has no problem honoring the warranty on legitimate service problems on the equipment and parts that we are responsible for. We can’t however make needless trips out every couple of days confirm nothing is wrong.