One Hour Heating & Air Conditioning - Cleveland

The work was very through. Service person was on time and kept me informed of any system concerns.

Had a new furnace and condenser installed. Service people showed up on time. Installation went smoothly. The manager came by toward the end to check on the progress and explain the operation of the furnace, etc. So far. so good. No complaints.

At the time I contacted One Hour Heat and Air Cooling, there were a number of tax credits available for purchasing and quot;greenand quot; units. Therefore, after an hour-long, pushy sales pitch, I purchased a unit that was far too big for my 1500 square foot home. I accept responsibility for that - it was before my Angie's List subscription and I did not do enough research. The installation was smooth...until I noticed that the piping used for condensation was haphazardly placed into a drainage pipe in the basement floor, leaving a gaping hole, as the drain lid no longer fit. I asked the installers about replacing the lid with something that fit, and was told that and quot;the pipe doesn't lead anywhere, it won't be a problemand quot;. I called a few days later to complain, and was told the same thing.
Fast forward a few years (12/12/2012) - I have had to use steel wool to keep rodents from crawling into my basement from the drain pipe, unsuccessfully. I called One Hour Heat and Air Cooling to make an appointment to have the problem fixed once and for all. The individual I spoke with informed me that in order to make an and quot;after hours appointmentand quot; (5pm or later), I would have to pay an $89 dollar fee. When I responded that after spending thousands of dollars to have the unit installed, that paying anything else was foolish, he agreed and said as long as the tech found that it was One Hour's fault, then the fee would be waived. Considering the pipe went directly from the air conditioning unit to the drain, he agreed that the fault would not be in question.
The following day, after leaving work early to be home by 5pm, I received a call from the driver around 6pm. in an abusive and verbally aggressive manner, he said that I would have to pay the $89 fee (mind you, he hadn't set FOOT into my home), that after three years and quot;who knows what you didand quot;, and and quot;how am I supposed to know who did it?and quot;. When I informed him that the pipe goes from the unit installed by HIS COMPANY to the drain, and that outside of using a jackhammer on the same floor that has been part of this house since 1947, there's no way I could have done anything to alter the piping or drain, he said, and quot;You'll have to pay. How should I know what happened, who did it, or what you did to it - I'll be there in thirty to forty-five minutes...who knows what I'll be able to do.and quot; I said, and quot;Clearly, you know that you're going to charge me, since you've made your decision before even seeing the problemand quot;, to which he responded, and quot;I'll be there at 6:45pm.and quot;
After being yelled at, spoken to like an incompetent child, and essentially called a liar, I called to register a complaint with the company. I was told and quot;the system was downand quot; and there was nothing they could do, and that I should call back in 10 minutes. In tears, I explained to the man answering the phones that I'd be treated horribly by a driver who would be AT MY HOUSE at any moment. Not only was I angry, and insulted, I felt incredibly uncomfortable with letting such an individual into my home, especially as a single woman. I felt powerless because the situation needed to be remedied in the basement, the driver was on his way, and I couldn't afford to take MORE time off of work to deal with this company. I called again 10 minutes later as instructed, and was told again that the system was down. I asked the person answering the phone to at least write down what I was saying, because I wanted a record of my complaint prior to the driver's arrival. Both individuals were sympathetic, however I have yet to receive a return call (now over three hours later).
When the driver arrived, and saw the situation in the basement, to say he was sheepish would be putting it lightly. He cut the pipe and replaced the drain lid, which is all I was asked for when making the appointment in the first place. In his words, and quot;I don't know why they did this...clearly, this isn't right.and quot; He gave me two options, either cutting the pipe so it would drain on top of the lid or re-routing the piping to the drain by the washing machine. It was so painfully clear (from the phone call on) that he did not want to work late, nor did he want to do anything past the easiest possible option. Therefore, I agreed to the first option in order to get him out of my house, as soon as possible. Clearly, I was not charged, as from the start, One Hour Heat and Air Cooling was at fault.
However, before he left, I asked him and quot;Do you see now how it was NOT my fault, how I could not have possibly done ANYTHING to the pipe, and that you were not only rude, but you were WRONG?and quot; and quot;Yeah, well, how was I supposed to know?and quot; was his response. You weren't supposed to know, sir. You were supposed to treat the customer with respect, come to my home, do your job, and leave without incident.
From the beginning, the entire experience with One Hour Heat and Air Cooling has been an utter nightmare. I have been mislead, lied to, and essentially threatened with high fees and verbal abuse. I would NOT recommend this company to anyone, especially to women, as clearly lazy drivers who don't want to work late will go out of their way to bully customers into paying exorbitant fees or canceling all together. I have never been treated so disrespectfully and from this point forward, I will use another company to service my unit.

They always returned my calls even if it was on the weekend. They answered the phone on a Sunday night at 10:00 P.M. The fixed the job the next day and have always been helpful. They were very professional and answered all my questions I had.

See above... not good.

24 hour heating and Air were very professional. Professionally dressed. The people who did the work said that different things didn't have to be done, which saved us money.

The service call went well and the only reason I did not give them an A rating is that once my husband got home, he checked the outdoor unit to find that only 3 of 4 screws needed to attach the cover for the capacitor and the other electrical connections had been put back and that the cover also had not been seated correctly which would have allowed water access to that area possibly causing water problems in the future. I know it's a small complaint, but had the technician told me he'd lost a screw, I could easily have gone to my basement and found a screw in my and quot;extra'sand quot; stockpile that would have fit. He wouldn't even have needed to stay, we would have done it when my husband got home. By not mentioning it to me and leaving it incorrectly replaced is what bothers me the most. The fact that my husband doesn't trust any outside service people to do the job fully is the reason he goes to double check their work and does catch these problems before they get to be major problems. Telling the customers the whole truth is usually the best solution. I would still call them if I had another problem in the future but I suspect we'd still want to double check their work.

It's been fine. The price was fine; nothing's cheap. They give you a window of time and they usually come out pretty well.

Installation went well, but when they put in new thermostat, they left holes in my wall. They have new codes in place which required new copper tubing and a sleeve in my chimney. When theguy came out to check my broken A.C , he said it could repair it but couldn't guarantee how long it would last. He immediately went into a sales mode. Mentioning carrier and anouth known brand I ended with an Amana which was never mentioned. I was also put into a membership planx 1 yr. which includes a discount on future services/parts, and furnance/ac cleaning in one year. The motor on my furnance was replaced and now it continues to make a high pitch noise. They were prompt and professional in trying to fix it, but they kept hinting that my furnance is too big for my house and it is a short cycle and it will run that way. I never had trouble before. I thind they were trying to sell me a new fuirnance. After the a/c was installed and the 4 visits to attemp to fix motor, another visit was required to now cleam my furnance. Now it was a surge protector should be installed on my furnanced. $125. Shortly after that, the transformer went out on my furnance and they had to come out again Shortly after that my furnance started to make a buzzing sound another visit needs a new transformer.$250 At this point I am becoming paranoid about this company. I took them approx 3 months to install the sleeve in the chimney as they had to coordinate one of their guys with another co. They were in my house more in 3 months than my son visits in a year. One inconvenience after another. Now, I due for an annual cleaning in July and I dread it. What else are they going to try to sell me. Also, I didn.'t realize that all phone calls to them were long distance for me. BrookPark to Avon.
I think they are good professionally, but they are in the sales mode vs just doing what one needs. They are too expensive for me. And, the motor is not as loud as it was , but sometimes kt drives me crazy.

They have a guarantee of arriving within 30 minutes to do the job. They didn't arrive within that time, so they did the work for free. They honored that disclaimer that if they are late, it's free. I would use them in the future.

It was a very good experience working with this company. The technician was excellent and very knowledgeable about the services he performed. He explained things perfectly.
I would definitely recommend this company to everyone looking for AC and Heating work.

First time used this provider. Arrived on time. Very neat and professional.

Overall, the job went fine. They were timely and accurate in their work. They carried a good brand. They were able to get the job planned quickly.

There were two visits. This was an emergency because it was very, very hot this summer, in the 90s. They came the same day that I called, and they were very prompt and professional.

Excellent. They matched a competetors coupon who did a no show the day prior (Kasidonis, do not use). Ed arrived and was greeted by two large (but friendly dogs), was friendly, articulate, knowledgable and even went to the extent of filling the dogs water bowl on the deck by the unit (they kept him company). Service was excellent from the receptionist call (very professionnal and outgoing) to when One Hour Heating and Cooling pulled out of my driveway.

They come on time, inspect, put booties on their shoes (I love that) and then do the repairs or cleaning. They are always polite.

After they installed our furnace they committed to a service contract with us. This involves furnace filters, cleaning, etc. They give you a window of an hour as to when they are going to be there. They always call before they come out.

I got them to install two furnaces in the house recently. Every year they come and clean the furnace as well as the air conditioner every year. They seem fine and they let me know when some parts are broken so that it could be taken care of. They informed me about my broken furnaces which I noticed and got them to replace it. Their price is okay.

Everything has been very good. They are very good at what they do.

I dealt with Terry Mitchell for over 20 years - Mitchell's was a local company. I have recently learned that Terry sold the business to a national company, i.e. One Heating and Cooling, several years ago. He was retained as a 'consultant' and became increasingly less involved in the company. It is my understanding that he is no longer involved in the business. The business model changed dramatically when he sold the company. 'One Hour' started to strongly push maintenance agreements. I had several minor furnace repairs, i.e. $200 - $300. Each time, they strongly 'encouraged' me to replace the entire HVAC system (air conditioner 10 years old) with an estimated cost of over $7000. They would not identify the equipment supplier not provide any equipment efficiencies. On one occasion, I overheard a repairman's conversation with the office trying to explain why a previous repair call didn't result in the sale of new HVAC system. In August 2007 I signed a new 'yearly' maintenance agreement that the serviceman. I just finished (December 2008) a conversation with One Hour concerning this agreement. I wondered why I was still being charged a monthly fee after 16 months. The clerk informed that contrary to what the serviceman told me that I signed a 'perpetual' agreement and I should read the 'fine print'. I had to either send the a letter or fax to terminate the agreement. I sensed from this conversation that my experience with maintenance agreements was not unique. I feel One Hour's employee was less than honest with me. I have just sent them a termination letter. Recently, I have also been told that One Hour now uses 'private label' HVAC equipment as part of their business model. Use of private label equipment makes it difficult to compare pricing with other HVAC contractors. It appears to me that their 'current' business model is we sell - you don't buy. I prefer to purchase from a local business with less aggressive selling techniques and who use 'name brand' equipment that I can investigate. There are websites that provide customer reviews of various equipment manufacturers equipment in real world applications. I do not know how to evaluate 'private label' HVAC equipment whose actual manufacturer and/or materials of construction are not known to me.

They have done a lot of work for us. A few years ago they put in a new furnace, and they come to service it every year. The technician was pleasant, helpful, and courteous. The work was done quickly. I think the price was reasonable for what they did.

They're prompt. They come when they say they will, they stick to the budget. I would recommend them.

Making the appointment was easy and painless. I was given a 2 hour window and the tech arrived about a 1/2 hour into the window. He was very polite and reiterated what the call charges would be before he started the service. He was a good listener and tried 2 scenarios before opening up the heat pump and finding the problem. He showed me the part and explained what it would cost to replace. He quickly replaced the part and verified that the a/c was once again functioning. He wrote the invoice, went over the charges again and was on his way. I was pleased with the service of this provider and would use them again.

They seemed very competent. They were very polite and arrived promptly. They were good people to deal with. I would recommend them (The approximate cost is for a one year contract).

I called based on a promotional letter I received claiming big discounts on a new furnace. The representative was on time and friendly. I was annoyed when he said he couldn't provide the estimate and said he would have to come back in person to give me the estimate. The visit took way too long due to him trying to be overly social. When came back the following week, it was all about high pressure, wheeling-and-dealing sales. His initial prices were almost double my other quotes, but then he started into "if you buy today, I can give you this discount". Finally, he tried to talk us into a no-brand (a "house brand" really) furnace and A/C. When I tried to politely show him the door, he tried to impress upon me that he couldn't guarantee the discounted system would still be available tomorrow -- I should sign up immediately. His quote for a no-name system (and in-house guarantee) was still a bit more than my quotes for name brand (and manufacturer warranted) systems.