Complaints

This profile includes complaints for One Hour Heating & Air Conditioning's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  One Hour Heating & Air Conditioning

  4040 Industrial Blvd Indianapolis, IN 46254-2512

  
• 

  One Hour Heating & Air Conditioning

  1801 W. Jackson St Muncie, IN 47303

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Terrible service. *** said he didnt even know that much about split units. And didnt even do anything. Literally I did all the work while he watched the tv. Definitely not pleased. Said they would be there at 2:00 p.m. didnt show until 4:30.

  

  Business Response

  Date: 02/11/2025

  Someone from our office will be reaching out to you to process your refund. We do apologize for the inconvenience, 

• Initial Complaint

  Date:02/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of transaction: 01/18/2025 and 01/21/2025. I had a part ***laced in my heat pump by One Hour Heating $ Air Conditioning on 01/21/2025. It was a part that is currently under warranty from *** (******************************). The part was a defrost board and sensor. After the part was installed was working properly, I contacted the business later on that day (01/21/25) to make sure they had submitted the ***lacement part for warranty. I was told by the *** that someone would call me back. I never received a call back, and I tried calling every day for a week. It's now been two weeks, and still no response from One Hour. *** needs information from One Hour to fulfil the warranty so that I get refunded the part I paid for. One hour needs to either cooperate with *** or refund me directly for the part under warranty.

  

  Business Response

  Date: 02/11/2025

  Someone from our office will be in contact today. 

  Customer Answer

  Date: 02/24/2025

  This issue with One Hour has NOT been resolved, and I never received an e-mail to respond to the BBB as stated in the above complaint. 

  Customer Answer

  Date: 03/06/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The response was that someone from the business would call me back. This has yet to happen. I am now requesting a full refund, part and labor cost included (full amount on invoice) to resolve this case completely. 
  
  Regards,
  
  ****** ******
  

  

  Business Response

  Date: 03/10/2025

  On 2/24/2025 we refunded $586.00 to you which is covering the actual parts portion of the bill you paid. The remaining that you paid was labor charges to put parts on as your warranty is only for parts. There are no other refunds needed at this time. 

  Customer Answer

  Date: 03/13/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I am requesting a FULL refund, parts AND labor included, for having this issue take almost two months to somewhat resolve, and for the worst communication I have ever experienced with a company. Only one person returned my phone calls after being told they were upgraded to "urgent" since January 21st. 
  
  Regards,
  
  ****** ******
  

• Initial Complaint

  Date:01/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought new furance through One Hour Heating and Air Conditioning. Kept having problems with the furance. It was their fault. They put wrong o****** on. I went through all my gas. They did come out. And put a new furance in. They will not call or answer my calls. To talk to them to solve the lost of gas they caused. I am on fixed income. Even had to pay out for hotel stay while I had no heat on cold nights in the teens cold.

  

  Business Response

  Date: 01/25/2025

  We installed New Furnace for client under warranty (no charge to client) to rectify the situation on 12/2/2024.  

  If client would like any other assistance regarding hotel expenses, please have her call ************ and we will talk to her. 

• Initial Complaint

  Date:01/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The expected resolution is for a properly functioning HVAC system that supports, heats and cools evenly throughout the house without fear of overheating the unit regardless of the temperature outdoors.Refund of all fees incurred since the original installation of the unit.Extended warranty of the unit for another two years.

  

  Business Response

  Date: 01/27/2025

  Talked to client on phone and we are sending our install supervisor out to look over duct work. The system we installed is working as it should Client has duct work issues (we did not install duct work) and we will attempt to help her along. 

  Customer Answer

  Date: 02/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed ]

  Although I was contacted by the general manager of the company, my issues have continued to go unresolved. After two *************** technicians were sent to my home the problem persists. I paid Over $10,000 for the **** system and installation two years ago and it has not yet worked properly. Each time I am made to believe it is something I have done wrong or I have felt  dismissed as a senior and a woman. This latest visit from the **** company the two individuals did not even go into the attic where all of the ductwork is. They simply looked at the system and said everything seems to be just fine, told me to leave the fan on constantly and see if that does anything. Now days later my thermostat is set at 70 as it always has been and as the technicians have asked  me to leave it at, yet 30 feet away in my bedroom it is 80 with two windows open and the external temperature of 40. I cant imagine  what the temperature would be in the bedroom if the two windows werent open. And just to be clear, the **** company agrees The open windows have no bearing on the amount of time the furnace would run in this situation. I am writing this email at 5 am after another sleepless night in 80. I have sent another email to the general manager. I hope that he responds sooner than the technicians plan to follow up, which would be in another three days. I just want a properly functioning **** system. If thats something this company cannot accomplish, I would like restitution for the original expense and any cost over and above to replace and repair the work they did.
  
  Regards,
  
  ***** *******

  
  

  

  Business Response

  Date: 02/11/2025

  Our Install Manager will be reaching out today to further discuss the issues. 

  

  Business Response

  Date: 02/20/2025

  The system we installed is working correctly. Per our conversation you even stated that your old system did not heat or cool the home correctly either. You have a duct work issue that was installed by the manufactory of the home, and we have no control over that set up. We have attempted to assist in making your home better by making minor modifications (adding a return) at zero cost. We have records that we have reached out 2 times and left messages in the attempt to let you know what next steps you will need to take (changing of your manufactured installed duct work) at a cost to you and have not received a call back.   

  Customer Answer

  Date: 02/20/2025

  The company made adjustments to the equipment. However, the adjustments may require for the furnace to run the fan at all times. Im waiting to see the impact on my electric bill based on these changes. If the impact is significant, then I am not satisfied.

  Customer Answer

  Date: 02/21/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response 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.]

  The company made adjustments to the equipment. However, the adjustments may require for the furnace to run the fan at all times. Im waiting to see the impact on my electric bill based on these changes. If the impact is significant, then I am not satisfied.
  
  Regards,
  
  ***** *******

  
  

• Initial Complaint

  Date:11/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a single mom & new homeowner of only 2 years, VERY uneducated in home maintenance. Since owning my home, I have always used this company & all of its affiliates. I thought I could trust their word and expertise. I was WRONG. On 11/2/23 I contacted this company because my furnace was not heating up. They set up an appointment right away, which I always loved. An employee showed up at my door and asked where my furnace was located. He then walked to my thermostat and pressed on it, stating "Oh, this doesn't work?" The temperature would not move when he tried to adjust it. I replied that I was not sure and that what he saw was what I had been experiencing for a while. He then went back to the furnace for a while. He called me over to show me that he cranked my furnace back up with a switch and a lever. He then stated that "current" was cracked and that the cost to replace it was not worth it. I would need my furnace replaced IMMEDIATELY. I told him I could not afford that and what do I do. He said there was no other option. I paid him the service fee and began to panic. I then took out a loan for NO REASON other than trusting the word of THIS COMPANY!! My spirit said over and over this was not right. Before paying for a new furnace I got a second opinion from another independent contractor. Turns out it was ONLY a thermostat replacement. I NEED ALL OF MY MONEY BACK!! I need a reimbursement immediately. Who has time to play in this economy? I need a call from corporate immediately. I am a consistent returning customer and now I will NEVER EVER trust or give this company another dime again.

  

  Business Response

  Date: 11/13/2023

  The technician that came out is a long-time tech of ours and has never received any complaints and I believe his diagnostic. 

  With that said we would be willing to refund you the $89.95 you paid us. 

  Customer Answer

  Date: 11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  Absolutely NOT. The technician did not bother to do something simple as check my thermostat before saying my furnace needed to be replace. Which it DID NOT. The third party was able to diagnose my issue and resolve it with no problem. I want my $89.95 I paid plus the $233 I paid to the third party. This company has a serious problem with taking advantage of your customers by LYING and forcing us to pay higher costs. I have been a loyal customer for TWO YEARS so obviously money was never an issue. It makes me wonder what else have I paid you all for unnecessarily? Put yourself in YOUR CUSTOMER'S SHOES.  I sincerely am traumatized by the lack of integrity and morals from your technician being down right lied to about a major issue I was facing. I was stressed and overwhelmed and YOUR COMPANY made it worse. I can NEVER ever trust or give another ***** to you crooks. 
  
  Regards,
  
  ***************************

  
  

  

  Business Response

  Date: 11/16/2023

  We are willing to credit you back the $89.95 you paid ** ONLY.

  Per the information you gave the 3rd party found a bad thermostat and you paid them for that part to fix your situation. Therefor we are not liable as you would have needed the thermostat to get your system back up and running and would have incurred the cost of any thermostat.   

   

  Customer Answer

  Date: 11/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Are you lacking mental intellect? YOUR TECHNICIAN never said I needed a thermostat. Instead, he went STRAIGHT for the higher price by informing me that my furnace needed to be replaced and that this was the ONLY option. This was a LIE. Why was I not provided the option to replace my thermostat from YOUR COMPANY? Explain that. I want my $89.95 plus the price I paid the third party PERIOD. You have the technician's notes. He should have suggested this to me BEFORE suggesting to replace my furnace. I can not believe you refuse to make it right with a returning customer that has even referred you to friends and family. 
  
  Regards,
  
  ***** ********
  

  

  Business Response

  Date: 11/20/2023

  *********************

   

  I have signed off on refunding you the $89.95 you paid ** only. This was my offer and all we are willing to do. 

• Initial Complaint

  Date:07/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6/10/2023 Repairs not completed.

  

  Business Response

  Date: 09/11/2023

  We went out on 6/10/2023 to client's home to look at why unit was not working. We found that the Capacitor was bad and charge the client our standard charge of $336.00 to replace Capacitor. Client signed and agree to this charge. We replaced Capacitor and unit came back on. We also cleaned outdoor unit and final charges total $425.95 ($89.95 Trip fee) (Capacitor $336.00).

  Due to unit being old client agreed to speak with one of our Comfort Advisor's about replacing old unit on 7-17-2023. Comfort Advisor arrived and gave client estimate for new system. 

   

  Client is stating refund for parts not used but, we installed Capacitor and Unit is currently working. Client has not called back in and stated otherwise. 

   

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The tech did not give me a call to let me know he was on his way. Once ****** arrived he did come in, I showed him the furnace. We went outside to the air conditioner, and I went back in the house. At that time, he came back in the house and told me my unit was too old and I would need to replace it. I told him my unit was only ten years old and it just needed a compressor. At that time, he just looked at me and said oh, so then he went back to the furnace and asked me where the filter was. I showed him and he never removed it. Long story short he said the only way he would give me a quote is if I was getting it fixed or a new one. I feel like he just ripped me off. In addition to not wearing shoe coverings while in my house and he was in and out four different times tracking wet grass all on my carpet.

  

  Business Response

  Date: 04/24/2023

  Hello, thank you for your inquiry. **************** and satisfaction is our top priority, we apologize this visit did not meet our expectations. The service manager is reaching out to the client in effort for resolution.  

• Initial Complaint

  Date:03/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In October of 2022, I purchased two new furnaces with heat pumps from them after one of their technicians advised that my system was requiring updating, or so they said. So they installed it without much problems, however in December when ******* had a bad snow storm my family discovered that the breaker kept tripping and we started going without heat. I contacted one hour who sent out a technician that said it was a electrical issue and that would need to be checked and fixed by an electrician. Since one hour also has an electrical and plumbing side to the company I just assumed that they would send someone out to fix the problem that arose from their work. I was wrong. The technician from mister ****** came out and said it "could be" one of two things either the wiring was going bad, or the fuse needed to be replaced. now if I wanted them to do it; it would be an additional 370 plus the service charge. I felt as if I shouldn't have to pay that. However, One Hour said mr ****** is their own entity and they have no control over that. well since I did not have the money; I had no choice but to continue using the furnace by resetting the tripped fuse. that worked for about a week; then one day it would not come back on, so I called again. This time they sent a young black man out and he did the same as the last looked around but did not touch or attempt to fix the fuse. So around January I contacted a friend who runs a construction crew and one of the company's he contracts with was kind enough to come out to my home and fix the fuse, and he instructed me to call one hour back and let them know I would be sending the bill to them. Which they did end up paying the amount for reimbursement. However, when I was shown why my furnace could not come on it appeared to me like someone intentionally but the wiring barely touching the fuse so that whenever the heat pumps needed more power to kick on the heat pumps it would trip the breaker so that it didn't start a fire. when I contacted One Hour's guarantee line they called back and they were willing to cover the repair (which I previously said they cover), but I thought it was fair to ask that they cover the additional cost that I incurred from having to use space heaters around my home to keep me and my children warm. One Hour said they would send it over for review but after that he did not take any more communication from me and when I called the guaranteed line again, they did not return my call either. Now I question if I even needed the $15,806 dollar furnace at all. then to sell people in these high-priced systems when ******** Brother's is way cheaper is shady business and then try to get more money out of them by not properly doing the work is just repugnant and greedy.

  

  Business Response

  Date: 04/24/2023

  Hello, thank you for your inquiry. Our Sales Manager and the customer spoke multiple times and agreed to a resolution. One Hour Heating & Air reimbursed the customer for the additional repair made by a 3rd party electrical company along with honoring our warranty on 3 separate calls. In addition to needing hvac repairs / replacement, the customer also had a separate electrical issue at a breaker in the main panel for the home. This was highlighted by One Hour Heating & Air, diagnosed by our sister company Mister ****** and a quote was provided to repair. It was chosen by the customer to have a different company make the needed electrical repairs, separate from the hvac repairs / replacement that was previously done. Once that was completed, we have not returned to the clients home for any additional repairs or issues. The refund for the electrical repair was provided to the customer on 02/02/2023. One Hour ********************** & Air cannot reimburse the customer for the specific months electrical bill due to 1) the breaker issue at the panel is/was a separate problem outside of the hvac services provided and 2) the ******************** announced they did not do meter readings in person during the month of December. Instead, the ******************** billed off previous year and month to date accruals. Reviewing the customers bill for this specific month, less power was used this year, compared to last years statement for the same month.  

• Initial Complaint

  Date:01/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased $15,300 in new heating, cooling unit and a new home humidifier installed on 12-5-2022. Dec. 18, 2022 discovered the furnace was malfunctioning, the technician left a valve open and the laundry room was flooded badly with water. 12-19-2022, technician corrected error and told us to put fan in the room. A fan was not going to help the situation. When you stepped on the floor water gushed out. I called the company, they had ******************* strip the floor and bring in huge fans for 3 days to dry to dry up the water. 2 fans on the main floor and a fan underneath the house. During this time we had minus freezer temperatures outside. The house was cold, loud, we were worried about the pipes freezing because of the fans and the new furnace was over working itself trying to keep up with the cold temperatures outside and the coldness in the house. Friday, Dec. 23, fans were removed. The laundry room was a mess. The door to the hot water heater and furnace were removed and the door to the laundry room was removed. They returned on Dec. 27 to drain and remove the water heater to replace the flooring. I waited all day, no one showed up. They returned late that evening and reinstalled the water heater. A waste of water and energy. On Dec. 28, I called one hour and told them I didn't think the new humidifier had been working since it was installed. They assured me it was, but they sent someone out anyway. Well, the technician said it wasn't working, it had not been wired correctly. It would Jan. 3, 2023, before they could have it repaired. Friday, January 6, they returned to drain the water heater and remove it, again. All this waste of energy and water would be our expense. They replaced the flooring, but did not complete the job. The doors were left off, and the hanging devices had for the laundry were not replaced. The floor is inferior to what we had in the room. The bottom line - Talked to *************** on Friday, Jan. 6, 2023, he told us they were done with us. There would be no compensation or payment to us for any of this disaster. I had someone come 3 times to measure for the floor and pick out flooring. I spent hours and days waiting for all these pairs. The contract says 100% satisfaction guaranteed.

  

  Business Response

  Date: 01/13/2023

  Thank you for your inquiry. **************** is our top priority and we apologize for any inconveniences this may have caused. Our Operations Manager and the customer have worked to a desired resolution that was agreed upon.  

  Customer Answer

  Date: 01/16/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *******************

• Initial Complaint

  Date:09/21/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 1 pound of R410A refrigerant for my air conditioner. The service agent put 1 pound and then opened the valve 6 times to release the coolant into the atmosphere. I paid $325 for a pound of Coolant and I did not get the product. I complained to the business manager, but the issue was dismissed as "the service man handled it properly".It was a hot day, so I had to get coolant added in a rush, but afterward I checked with another company and I was quoted a price of $175 for the pound of R410A coolant.I asked for a partial refund, and the manager refused. I will dispute the amount with ******************** however, One-Hour has not handled the situation properly. I am not asking for a full refund, but I believe One-Hour should return 50% of the payment for all the trouble they have caused me. I had to go to a second service provider in order to get the job done right.

  

  Business Response

  Date: 09/13/2022

  After further research, I believe this complaint was routed to the wrong location. We do not have any information regarding this client in our database and his information states he lives in ************. I believe this needs to be routed to our ************ location. 

   

  Thank You, 

  ************************;

  Operations Manager 

  ******** One Hour Heating and Air   

  

  Business Response

  Date: 09/27/2022

  Thank you for your inquiry, customer service is our top priority. We apologize for any miscommunication regarding your service visit and appreciate the chance to work together towards resolution. Our service manager reached out to the client and determined a full refund was acceptable and due to the client. However, carelessly releasing refrigerant into the atmosphere is not something that One Hour Heating & Air practices.