Superior's One Hour Heating & Air Conditioning

I spoke with [redacted] from the business. He has tried to reach out to the customer over a dozen times without and success. He askes that the customer reach out to them, and his direct cell phone number is [redacted] he is the new [redacted]

Revdex.com:
I have reviewed the communication as it is NOT an offer by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint as they are rude and argumentative.  For your reference, details of the offer I reviewed appear below.
They need to put the remaining balance on my credit card as agreed in our contract and meet the terms spelled out in that agreement.  We paid them in good faith $1,195.10 and the rest of the balance was to be put on my credit card account for 18 months at zero percent interest rate which I opened with their company.  
They have failed to meet the terms of the contract which I have provided them in writing twice as they lost their copies.  They have NOT called me at any time since I spoke with their [redacted] and she became unprofessional which has been months ago.    
 
I have offered 4 times to pay this bill based on what we have in writing - no more or less!  You are authorized to put on my card [redacted] (payments of $[redacted] deposit and 2 payments at $[redacted]) which is what we owe at 18 months - zero interest rate.  I will not pay any other fees associated with your company as you have failed to meet the terms of our agreement.  
I can provide you with my lawyer's phone and you can discuss it with him at $500 per hour.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer 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.]
Regards,
[redacted]
Hi [redacted],
 
Thank you for your response about the duct sizing.  Since I am not an expert, I really can’t figure that part out.  I may have a friend HVAC technician take a look to verify. 
 
As far as the coil, I had previously asked that you make a call to [redacted] on my behalf.  It doesn’t sound like that happened.  Were you able to call them?
 
The following supports my request for One Hour Heating and Air conditioning to handle the warranty of the coil.  One Hour Heating and Air conditioning’s original proposal/agreement states:
 
1)  Satisfaction: We will guarantee that your system meets or exceeds your expectations for quality and reliability.  (It has not met my expectation for reliability)
2)  No Lemons Guarantee: If the compressor in your air conditioner fails once in the first five years, we will install a complete and new outside unit.  If the heat exchanger in your furnace fails in the first ten years, we will install a new furnace.  (The heat pump heating section has failed twice in the first ten years.)
3)  Replacement: We guarantee that the equipment we have installed will perform as we have stated.  If the system does not heat or cool your home to your satisfaction, we will remove it and return 100% of your investment. (The unit is not performing as any replacement heating system should.  Breaking twice in the first 7 years is not normal)
4)  Warranties: 10 years on parts. (Nowhere in the literature or agreement provided by One Hour Heating and Air conditioning does it state that the homeowner must register in order to receive this warranty or that these warranties are provided by the manufacturer)
 
Nowhere in the literature does it state that these guarantees or that the warrantees are provided by the manufacturer.  In addition, the registration card was never given to me.  It was left downstairs by the heating system in an envelope.  It seems to me that One Hour Heating and Air is responsible for taking care of all warranted equipment.  If this is not the case, the agreement should be changed for future clients so they are aware of the registration process and who provides the warranty.
 
Based on the above # 3 and #4 my options would be to either receive a new coil or complete removal and return of my investment.  It should not matter who was hired in between to maintain or perform repairs on the system.  There is no mention of upkeep, maintenance or who does maintenance on the agreement.
 
Please consider this email and let me know if your company is going to stand by its claims.
 
Regards,
 
[redacted]
[redacted]

Revdex.com:
I have reviewed the offer 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.
There is no offer made here except more time to get their act together.  They have been contacted by me and my wife in the last several weeks and told that we have copies of the paper work which we provided two times to [redacted] their sales person.  The account manager got short with me on the phone and I told them they would need to go through the Revdex.com.  
 
I pay them [redacted] for terms of 18 months at zero interest and that is the only thing they will get out of me.  I called the credit card copy which they had me apply for the finance and they told me all they had to do is put the $3,000 amount and 18 months terms at zero interest in and this matter is resolved.  [redacted] informed me that they are the only one that can do this and it is no big deal.  Yet they have still failed to meet the terms of the contract.
 
If they want a copy of the paper work I will be glad to provide for a fee.  The first two times I gave it to them where for free the third time it will cost them because they are rude and dis-organized and have cost me time and money which is more than $1,000.   
Regards,
[redacted]

I have had nothing but problems with One Hour Heating since my installation was done in 2008. Every year I have issues with my heat. I called this week because one of my outdoor units is not operating properly and was not able to reach anyone by phone. I called today and was informed that they have gone out of business. I think it is completely and totally unprofessional that they could not send a notice to their current customers to notify them...particularly customers that have had continued issues each year. Now I'm left with a malfuctioning unit and no guarantee that my warranty will be honored.

She chose not to use us when a repair was needed, which included a part that was under warranty, due to our prices being too high.  A couple more years went by, and she had a recurring problem.  Her equipment was never registered (not our responsibility) so she can’t get another part.  In addition, she claims a couple techs have told her its the installation that has caused the refrigerant leaks in the coil.  Not true, she sent me pictures and there is plenty of ductwork for the size system, AND lack of airflow can’t cause a refrigerant leak (even if it was undersized)  It appears to me that possibly these other companies were trying to sell her on more work.
 
I talked with [redacted] for a long time, she was very pleasant, and I do feel for her as no one should have to deal with a part going bad that soon.  I feel (1) we are not liable for any ductwork changes since there is nothing wrong with it and it doesn’t relate to the problem and (2) we aren’t liable for the manufacturer turning down her warranty. I sent her a note letting her know that she should have it out with the manufacturer since its their equipment, and their issue.  I think if she persists she will get somewhere with that.
 
I hope this helps and I will continue to try and help her from our end

There's not much we can do unless the Collection's Agent will allow this to take care of this on our end.  We are working on this right now.  It is my understanding that we have contacted the client dozens of times including going to their home to get the financing paperwork signed after...

the work was completed.  Please allow me a couple days to find out what we can do for this client.
 
Sincerely, 
 
[redacted]
[redacted]

Review: In the summer of 2013 I hired this company to replace our roof and do some work on the trim of our external house. I was told the project would take 5 days and we would be able to financial the project through [redacted] at 18 months zero percent interest. In short the project took 5 weeks to complete - roofing 8 days and electric 4 weeks which they were too busy to get back with us. Upon competition of the project they where to send us the information regarding the bill and month payments. We wrote a check for $800 and sign the contract based on what they told us. Todate we still have not received a full bill which is really not necessary as the contract spells out the terms which both my wife and I signed. My wife name has changes in May of 2013 from [redacted] to now [redacted] In good faith we recommended the company to several of our neighbors who also had some work done on their houses. Last week we received a letter from their collection agency that we owed them money. My wife who does not speaking very good english as she is from [redacted] told them that this amount should have been put on the [redacted] Credit Card as the contract stated for 18 months at zero interest. They also said we had to pay late fees and interest as they had no information about the credit card. Their sales person names [redacted] lost our paper work now twice as he had to stop by in the summer to get another copy of the agreement. They submitted my application for the [redacted] which I was approved. All they had to do is to live up to the agreement that we have in writing and put the remaining balance of the amount due on the card which is $3,000 dollars. My wife made two payments of $197.55 which is total of $395.10 towards the account hoping the get get their billing straighten out. I have now called twice and left messages for the [redacted] which he did NOT call me back. This action I feel is some type of bait and switch tactic to get you to do the work and then hold you account for the entire balance. We will pay them $3,000 for 18 months at zero interest as promised if they will charge the credit card which is active. If they will do the right thing I will not file a list on [redacted] as how frustrating it is to work with this company and how rude they will be when asking questions or try to pay your bill.Desired Settlement: I will pay $3,000 which is the amount we owe minus the inconvenience and stress that this company has caused me to take the time away from my federal government job to deal with them. They payments will be $166.66 until the last payment which I will pay the difference. If they agree I will NOT file a complaint with the [redacted] as I will feel they made it right with their customer. I was planning for them to do other work at my houses but will not consider it until thy make this right. Respectfuly, [redacted]

Business

Response:

There's not much we can do unless the Collection's Agent will allow this to take care of this on our end. We are working on this right now. It is my understanding that we have contacted the client dozens of times including going to their home to get the financing paperwork signed after the work was completed. Please allow me a couple days to find out what we can do for this client.

Review: I have contacted Superior's One Hour Heating and Air Conditioning 2 times over the last few months with no return phone call. They were hired to install a new heat pump to a new location in the basement of our home. The work was completed on 4-11-07. In January of 2009 I contacted them because the emergency heat was coming on. They said the service valves were leaking and tightened them. In Feb 2009, they came back to check the pressures and said all was fine. In May of 2011 the emergency heat was coming on again. We hired another company to identify that the heat pump failed (for the first time). One Hour claimed the interior coil was not under warranty, which it was. We had it replaced through a different company. The second complaint came this year after another leak was detected on the coil in September of 2013. I am dissatisfied with the installation, service as well as the parts life warranty.

The contract says there is a 10 year warranty on parts and compressor with a "no lemons" guarantee. The interior coil has failed two times in the same manor since the installation. Both times the coil is found to be leaking. There are two issues with this. One, to install a replacement coil under [redacted] warranty, we had to pay for labor and refrigerant. The quote from One Hour was so big that we had it done through a different company. Then it happened again. 9-5-13. A new leak was found on the coil. This time they say it is not under warranty. I called [redacted], the manufacturer of the coil. [redacted] has a 10 year warranty on their original coil as long as the coil is registered by the company (One Hour) within 6 months. One Hour failed to register the original coil so this time it is not covered under warranty. Secondly, two heating companies have evaluated the installation and have noted that the return box may be too small so not enough air is passing through the coil, which may be causing it to crack and leak. I am a home inspector and have a picture of what a return box is supposed to look like. It even has One Hour's sticker on it. I also can gain access to the recommended sizes for return boxes and provide pictures of the installation. I have all the original receipts and contracts.Desired Settlement: At this point, One Hour's service and refrigerant fees are so high to have a new coil installed, I prefer not to work with this company. I would like to get a refund check for the amount of a new coil plus the cost to raise the unit so as to enlarge the return area. I would be happy to let them re-inspect the installation and coil. The approximate amount I am looking to receive is $2500.

Business

Response:

I have been in contact with [redacted] both by phone and email since her original complaint and we're trying to help her with this warranty issue. After viewing pictures, the ductwork is tall enough, and there's no correlation between the duct sizing and a refrigerant leak. I shared a Duct Size Calculator with [redacted]. Unfortunately the factory is not helping with this, but it may help if [redacted] contacts them again on her end.

Business

Response:

She chose not to use us when a repair was needed, which included a part that was under warranty, due to our prices being too high. A couple more years went by, and she had a recurring problem. Her equipment was never registered (not our responsibility) so she can’t get another part. In addition, she claims a couple techs have told her its the installation that has caused the refrigerant leaks in the coil. Not true, she sent me pictures and there is plenty of ductwork for the size system, AND lack of airflow can’t cause a refrigerant leak (even if it was undersized) It appears to me that possibly these other companies were trying to sell her on more work.

I have had nothing but problems with One Hour Heating since my installation was done in 2008. Every year I have issues with my heat. I called this week because one of my outdoor units is not operating properly and was not able to reach anyone by phone. I called today and was informed that they have gone out of business. I think it is completely and totally unprofessional that they could not send a notice to their current customers to notify them...particularly customers that have had continued issues each year. Now I'm left with a malfuctioning unit and no guarantee that my warranty will be honored.

Review: I have had nothing but problems with One Hour Heating since my installation was done in 2008. Every year I have issues with my heat. I called a few weeks ago because one of my outdoor units was not operating properly and was not able to reach anyone by phone. After several days of attempting to reach the office, I was informed that they have gone out of business. I think it is completely and totally unprofessional that they could not send a notice to their current customers to notify them...particularly customers that have had continued issues each year. Now I'm left with a malfuctioning unit and no guarantee that my warranty will be honored. I have tried to contact the Corporate office of One Hour Heating, but they will not assist because the branch in [redacted] (owned by [redacted]) was a franchise and they are telling me that he is responsible for the warranty[redacted] is unreachable.Desired Settlement: I would like for One Hour Heating to honor their warranty to me on a unit that was just installed six months ago.

Review: with the first visit, the tech told me the equipment we purchased(furnaceand heat pump up stairs for 15000.00 was not very good. we where told wewould have two service visits with a so-call service contract with a 25.00 a month payment. However, after trying twice to get one service check forthe winter, the person that I talk with acted as if she didn't know what I was talking about. at that time I cancel the service contract on September 4,2014 and ask for a refund of my September 1,2014. and was told it was toolate to get my 25.00 refund. no one should do business with one hour heating and airDesired Settlement: nothing

Business

Response:

Revdex.com spoke with [redacted] from the business. She stated that their cancellation policy is that the customer notifies the business with a 2 week notice of a request to cancel. That gives the business enough time to process the request before the date the account is charged. The customer requested to cancel after the September bill was charged. However, as a gesture of goodwill for the customer they will be refunded the $25.

Consumer

Response:

[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.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,