Van's One Hour Heating & Air Conditioning

We were very pleased with service from Brian today, and wish to have him as our on going service person.

service pro Tim S. went well out of his way to convert furnace and new gas hot water heater from propane to natural gas. I highly recommend him for performing service to anyone. Very very satisfied.

Tim was prompt and professional.

These gentlemen are very professional and polite. Eugene was here for install and duct cleaning and stayed till the job was fully complete, making sure the compressor was working properly..

The technician, Dan, was thorough and efficient. He arrived on time, was professional and courteous. He answered any questions that I had and explained what had been done in the inspection in a way that I could easily understand.

Ryan provided amazing expertise, service and troubleshooting for my heat and cooling needs. I'd highly recommend him to anyone and he'll be the first person I call if I have any further problems.

I have been a customer of Van's for several years now and they always have prompt service, arriving when they say they will. They are very respectful of our home and property and every serviceman has been friendly offering suggestions without pressure.

Van's is always efficient and friendly. Ryan is a highly skilled tech that knows his job well and it very patient in answering any and all questions and concerns.

Great visit from Ryan and Brian to check over the furnace for winter. I have been using Van's for many years and have not had any problems with summer work or winter work. Highly recommend this company

Worked diligently and neatly. Advised us of potential problems with supporting pictures. Did not try to sell us a number of gimmicky products. Friendly and well informed.

Brian was very thorough and kept me informed of all issues he found. He called to confirm if there were any warranties for parts needing replacement. Very professional.

I was very pleased with all the information that I received.

Review: Van's sent a tech out for no heat. The tech determined that the blower motor was not working. After several hours of working on it, and a trip to the shop. He told me he had a brand new motor, right out of the box in the truck that will work. He updated the maintenance sticker on the furnace stating that the blower motor was replaced. All my paperwork stated that the blower motor was replaced, and I paid almost $400 for that new motor. This tech also encouraged me to start thinking about getting a new furnace (mine is 11 years old), as this is the second repair in 2 months. Two weeks later, I again had no heat, intermittently. Another tech came out to take a look. He informed me that the blower motor was never replaced, the previous tech had just been able to get it going again. This tech did apologize and replace the motor, and had contacted his manager, and they would be refunding me the cost of the motor. While I do appreciate being reimbursed for the motor. I have not heard from the manager. I am left wondering if this company has one dishonest tech, or if it is a dishonest company and the first tech is an example of how they do business.Desired Settlement: I was reimbursed the cost for the motor, however I do feel an explanation, or discussion of this matter is needed. The manager never contacted me to get this story first hand, and I feel like he blew off this situation.

Business

Response:

Tim is a very professional, pleasant, and hard working man. He did not hesitate to go above and beyond, to get the job done. He spoke highly of Van's One Hour and it looked like he enjoyed his job and was very knowledgeable about what he was doing. We where happy to have Tim service our furnace. [redacted]

Nick T. did a great job on explaining every thing and took his time and was very thorough.

They have been wonderful. Eugene did a fantastic job coordinating everything. He went above and beyond service work to help with some cupboard difficulty as well as cleaning up and putting back together when done. He seems to truly enjoy his job which was nice to see. He is also super knowledgeable with everything he did and explained things very well. Exceptional work he did!

I have used Van's exclusively since they have installed my furnace and central air in August of 2001. I have a Carrier furnace and Goodman A/C unit. I have the monthly plan for yearly tune ups on each unit with furnace filters included as we had opted to have an upgrade on our furnce for filtering due to allergies. I have only missed 1 year on my furnace tune up in 12 years and none on my a/c unit. I had been informed in 2011 that the Carrier furnace we have has a warranty issue with the heat exchanger and may cause problems. Ok, we will deal with it if it comes up was our thought, at that time it was still working properly. Fast foward to the really hot/humid week of July 14, 2013. Our a/c died. Ok, call Van's, I need this up asap, I had bronchitis at the time and I have asthma, we need our a/c. They were great about getting here, replaced the contacts (wasn't even sure it that was the issue) and left. An hour and a half later, the a/c died again. Another call to Van's, same tech came back (which by that time the a/c had started again) and we waited to see if it quit working again, it didn't, no one knows what is wrong. Oh well, the a/c has been working since, but it also has not been that hot and humid since that week. Fast forward to September 18, 2013 and my furnace tune - up. Low and behold the 2ndary heat exchanger is no longer safe, was expecting this, so I was not surprised, but I knew it was covered under warranty. Here is the issue, they wanted to charge $680 to do the job. Well, after shelling out $310 in July to have my a/c unit fixed for a $25 dollar part (we know this NOW, as we do have friends that are HVAC techs and told us we have been over charged, by VAN's, since the day we put the furnace & a/c unit in)we started questioning they $680 cost. I called Carrier directly and found out the part and LABOR are covered for this issue for 20 years, the Carrier customer service rep, took the model and serial number from my furnace, yes I am under warranty for the part & LABOR. I confirmed this with her 2 more times. I then called Van's back and questioned this and found out, they can charge me for labor as they are NOT an authorized Carrier dealer. This SHOULD HAVE BEEN DISCLOSED at the time of the tune-up visit. Well, what does that mean? You guys installed this furnace in 2001 and now you are not a dealer? What the heck. Another phone call to Carrier directly, got the name of a company in Green Bay that is an authorized CARRIER dealer. Called them, told them EVERYTHING of what has been going on, read the paper work from the VAN's tech to them. They are ordering the part and putting it in under warranty. Van's also owes me $130 for being late on Wednesday, I was quoted 2 to 4 pm arrival time and I actually called Van's at 4 as the tech was not here. He arrived at 4:10pm and it is on my paperwork. Seriously, I am into excellant customer service and will pay for it, but I am done being GOUGED by Van's for services. I hope this review makes people look at Van's One Hour closer before using there services.

During an air check-up, Dan took extra time to answer my questions and came up with a viable solution to an issue I wasn't happy with from the original furnace installation by another company.
I was also refunded the difference from what he thought would be a solution during his last visit this past February, and the new solution.
Thank you for your excellent service.

Derick provided my annual AC service. He arrived on time, and conducted my service and provided me with professional advice to keep my furnace and air conditioning units working in optimal order. I continue to be very satisfied with Van's service to my home.

They were very professional, and personal. They helped me through the process of selecting a new furnace and explained the different options in such a way that I could easily understand. I felt confident in leaving them in my home alone as I had to be at work while they were doing the install.