One Hour Heating And Air Conditioning

The AC had stopped functioning the evening before when I called to request service the next day.  They scheduled me for service the next morning between 10-12.  The service technician, Phil, arrived promptly at the scheduled time, and quickly ascertained what the  problem was.  The defective parts were replaced from his service truck, and he checked with the manufacturer to insure that the parts he had were appropriate for the use.  He then proceeded to perform the standard service procedures for the unit.  An efficient and competent performance.

New system was inefficient and expensive to run.  Franchise provided only lip service for the problems I was having.  The Florida based corporate office was only responsive when I threatened to hold the franchise to the terms of the contract which stated that if I was not 100% satisfied that I could have the entire system removed and receive a full refund within the first 2 years.  They had another franchise owner in my area come out and correct the problems I was having.  The overall experience was stressful and irritating.

Update - the owner of the company finally did call me back.  Acted like there had never been an altercation and said he had reviewed the paperwork for my system and that, yes, my systems were still under warranty.  And that I would be charged only for labor and not parts.  I will give him a B for being man enough to admit error.

I would probably recommend company but would give lots of caveats that customer should be aware of.

I won't go into details up front.  This is a company that doesn't honor manufacturer warranties.  If the manufacturer (and distributor) have a 3 year warranty on parts this company thinks nothing of setting their own warranty at 1 yr or 2 yrs. They feel that they have to pay for the warranty part replacement when it is really the manufacturer that foots that bill. Even if they are in the midst of repairs and the warranty runs out they don't continue until the problem is resolved.  They stop right there.  Even worse is their inability to provide customer service even when the customer is adamant on issues.  They don't try to resolve the issue but rather escalate the issue through abusive communication.  Summary of details: One Hour did not resolve roof leaks.  One Hour did not honor warranties as delineated by manufacturer or distributor but established their own warranty timeline.  One Hour has poor customer interaction skills to be able to resolve issues.  They would rather be right than take care of customer and take care of business. Recommendation: Do not use One Hour unless you are willing to absorb warranty costs yourself and are able to tolerate abuse interactions on post work issues.

I contracted with One Hour A/C to install whole house A/C.  They installed one large 3T Rheem unit with roof ducting.  This involved cutting 7 holes in flat roof.  They also installed 4 small LG single zone mini-splits (Art Cool units). Total cost was almost $50,000.  One Hour warranty on roof was 1 year. During year 1 there were several roof leaks around ducting penetrations. They patched and patched some more. Went past the 1 year and leaks were still occuring. Owner refused to investigate and repair saying they had exceeded 1 yr warranty although original work was never performed satisfactory. So far have spent $1000 to patch all their ducting installations. Roofers say One Hour patched poorly. This year one mini-split failed to start up. Blown fuse on printed circuit board. Tech made diagnostic call ($155). Said bad PCB and took board with him. Owner called to say they wouldn't honor LG warranty.  LG has 1 yr labor, 3 yr parts, 5 yr compressor warranty. One Hour along with their supplier, Hercules Industries, will only honor a 2 yr warranty on parts as per One Hour. Hercules web page says 3 yr parts warranty.  One Hour has priced the PCB at $420. Saw online for $122. Owner says he has to make a profit somewhere.  So bottom line.  Very expensive. Not customer oriented. Out to maximize profit at cost of customer service. When I tried to talk to owner he pretty well talked down to me and harangued me for wanting parts replaced under warranty.  He told me that "I could afford to pay without taking advantage of any warranties" then accused me of having financial issues since I was trying to get work done on warranty.  
They showed up today to install board.  They would not honor manufacturers warranty or distributors warranty. When I discussed issue owner was rude on phone.  Hung up on me. Did not respect me as customer. Talked down to me. Did nothing except defend his attitude and why he does what he does.  Claimed that warranty was invalidated because service was not done by a qualified professional.   Only service on exterior unit is looking at coils for damage and debris.  He doesn't consider being a certified home inspector and engineer to be professional enough to look at coils and look for debris obstructing coils.  Go figure. I assume he just looks for ways to get out of providing customer support.  Discussion ended in yelling match. I finally conceded and hung up.  Discussion was going no where. I give him a B for technical work and F for courtesy, customer support, and followup.  Recommend not using.

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The work performed was shoddy, not up to code, and totally inappropriate for the size of the residence. It is our feeling that they were off-loading unsold hardware and installing it without regard to professional standards and local codes in order to be paid and then disappear. They never responded to our subsequent complaints, and the local (Santa Fe) franchise has gone out of business. The national office has not responded to us at any time. We have since had the system removed and replaced by a qualified installer, at approximately half the cost of the One Hour job.

Terrible.
Be very careful when dealing with any One Hour franchisee, as you will get no help from the franchisor in Florida.

OK  but expensive

We were not satisfied with the work. But they came back the next day and fixed the issues. It wasn't a great deal but they got the work done. They were satisfactory. I did not like the fact they had to come back. But they were responsive in coming back.

They were on time and courteous. I am satisfied with their work. Their pricing was fair and similar to others.

The company is very reliable and provided a great service experience. They were true to their word and spent a lot of time at our house making sure the work was done correctly. The work passed PNM code on the first pass through without incidence.