Complaints

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The same part on our AC broke that broke 2 years ago. Getting repair occurred the same way; One Hour made an appointment to install a new part and called less than 24 hours prior to cancel the appointment due to lack of receipt of the part. This time, we offered to go get the part, but were told it was on the way and the repair would be delayed only by a few hours. Instead they got the wrong part and the repair was delayed over 24 hours. The part was under warranty but we had to pay the complete labor bill of $1200 (plus an additional $1200 for the freon that had leaked out during the wait for the repair). This would not be an issue had it not been the SECOND time the same part broke and the same delay occurred. We requested to speak to teh owner who has ignored us. You are our last recourse. Their motto, "on time or you don't pay a dime" means nothing.

  Business response

  06/13/2024

  To Whom it May Concern,
  
  I Sherry Coleman spoke with Terry on 6/10/24 and addressed their concerns and we were able to come to an understanding and agreement for the following resolution:
  
  -ACH Refund of 25% of repair= $595.00
  -Complimentary 2 year maintenance service agreement
  -1 Coil cleaning/rejuvenation in July/August 2024
  
  Our goal is to keep all of our customers happy; per the conversation I had with Mr. Wilson we are certain that this resolution is to the customer’s satisfaction.
  
  Thank You,
  
  Sherry Coleman
  One Hour Air Conditioning & Heating
  

  Customer response

  06/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21814172, 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.
  
  Regards,
  
  Phyllis Gerben
  
   
  

• Initial Complaint

  08/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called to request a recharge of my air conditioner, which had no refrigerant. I informed them that the refrigerant was R32, which I was told would not be an issue. The technician (Thomas Nalley) came out and claimed that he did not have any R32 (he told me at the end of his time at my house that this was because he hadn't read the notes about what refrigerant the system used) , but that he would order it as soon as he was able to determine why it leaked out. I confirmed with the technician that he would be able to get the R32 and relatively quickly. He said that it would not be an issue, although he has never worked with R32 in the past. He then told me that he ordered the R32 and it would arrive within a week or two. I then get a call a week or more later and the dispatcher informed me that there was no way that they would be able to obtain any R32 refrigerant and that I would receive a refund. They then proceeded to only refund $156 of a $504 bill. I called One Hour Air Conditioning to get a working air conditioner, and I knew that my air conditioner had no refrigerant. They told me that they could get it working. They did not have access to the refrigerant needed despite being informed of the type of refrigerant needed before any work began. They told me that it would not be an issue to obtain, and that they would be able to fix my air conditioner. They lied. They did not fix my air conditioner, but they charged me $348 (after a partial refund) to not address the problem. I want the remainder of the cost refunded to me because they did not complete my initial request, and have lied to me multiple times in the process. I had to go with a different air conditioning company that was able to fix my air conditioner, so it is ridiculous that I would pay a company that could not complete the task despite promising to.

  Business response

  08/25/2023

   

  August 25, 2023

  Dear customer,

  We appreciate your feedback; we would like to clarify to you that our company performed two services on 7/14/2023 and we would like to disclose as follow:

  Service fee: 89.00        Leak search: 259.00                Freon: 2 pounds: 156.00

  
  You called One Hour Air Conditioning and Heating to request a recharge on your air conditioner, which had no refrigerant. Our CSR discussed with you the service fee that you agreed to pay for the amount of $89.00
  During the visit technician found out that customer had a leak in his unit refrigerant, customer authorized to our technician a leak search and repair as he states in his complaint. He was informed about the price on these services of $ 259.00, client agreed on the price.
  Technician quote 2 pounds of freon at 156.00 different type of R32

  
  We never failed providing our services to our client on 7/14/2023, exclusively the freon was pending for 2 weeks as he stated in his complaint.
  On 7/31/2023 we could not acquire the R32 for our client, due to the new AC Mini-split generation, the R32 is not totally integrated into the market.
  Immediately our CSR called him to refund the amount of $156.00 for the previous quote of freon, he completely agreed the price with our CSR. 

  We never deceived our client; we accomplished the services he approved.   We are very sorry that our technician was not well informed about the new R32 freon, our technician was transparent saying that he never worked with R32 in the past as the client stated on his complaint.

  One Hour Air Conditioning and Heating recognized that our technician made a mistake in the specific type of freon.

  We are a reputable company serving our community for more than 15 years, we are committed to improve ourselves in the continuous advancement of refrigeration technology. We are humans, everyone is susceptible to making mistakes.

  
  We feel satisfied to be able to express and clarify this uncomfortable situation, we are interested in our clientele and their well-being, we are willing courteously return the balance amount for the service he received from our company One Hour Air Conditioning and Heating.

   

  Sherry L Coleman

  Owner

  Customer response

  09/01/2023

  I did not ask for the leak detection. I wanted a recharge of R32 refrigerant; that was the sole reason that I called, and the sole reason that I went with your company was that your customer service person told me on the initial phone call that you had access to R32 refrigerant. This was a lie. Your tech came out and told me that he had never at all in his entire time as a tech worked with R32 refrigerant (and didn't read the notes until after arriving and didn't see the note about R32 until the very end of him coming out), but that he could get access to it and it would take a week or two. That was a lie. You were not able to get R32 refrigerant, and you eventually (after weeks) admitted that you could not get R32 and would refund me. Then you charged me hundreds of dollars for failing to do anything that I asked for. You and your company lied at every turn. Imagine if you wanted your kid to learn piano and then the person who said they could teach piano later said that they had never had access to a piano before, but you'll still get charged for coming out to talk to you about it. This is absolutely ridiculous. 

  Business response

  09/06/2023

  Dear Ian:
  Thank you for your phone call, we appreciate your response and gladly we would like to refund your money as we agreed.  It is a pleasure for us to have been able to fulfill our agreement.
  
  We look forward to serving you in the future. Thank you for your time and consideration on this issue.
  
  Best regards,
  
  Sherry Coleman
  

  Business response

  11/01/2023

  Dear Jessica, 

  
  

  I hope you are doing well, I'm  sending the information that you requested about   Mr. Plamondon ID:20469625
  

  
  

   This is the final report in our records.

  
  

  10/19/23

  -CUSTOMER SERVICE REPRESENTATIVE  LEFT MESSAGE  FOR MR. PLAMONDON TO CONTACT OFFICE. 

  -CUSTOMER WAS REFUNDED A TOTAL OF $504 FROM ONE HOUR AIR CONDITIONING & HEATING BACK FOR SERVICES,  HOWEVER HE HAD DISPUTED THE CHARGE & ON 7/14/23 & THE CREDIT CARD COMPANY REFUNDED  $519 BACK TO CUSTOMERS CREDIT CARD.  

  
  

  -CUSTOMER OWES COMPANY A TOTAL OF $504 + $15 PROCESSING FEE FROM MERCHANT SERVICES.

  -THANK YOU, CARRIE

  
  

  I would like to thank you in advance for your cooperation in this delicate matter.

  
  

  Best regards,

  
  

  Elsa 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩