One Hour Heating & Air Conditioning of Hampton Roads

First time using One Hour's services and I was grateful for their flexibility, knowledge, and above all their professionalism. John/Notti was knowledgeable and professional about his work which anyone should appreciate. He took care of the issue we were having and shared insights into what we could expect with the future of our equipment. We then worked through getting a follow up visit for a quote on newer equipment we will eventually need. This visit is at no additional cost or obligation which is a nice touch from their business. Highly satisfied.

I have been using them for 4 years and been extremely happy the entire time. Their technicians are top notch professionals! Today, Matt S. Was my tech and he was A+, would 100%recommend this company, based on his service alone! Prompt, thorough, informative! I have received nothing but great service from the installation, maintenance, and repair since I started with them.

Update: Still no response to the email that was sent almost a month ago now. Someone did reach out and since then we have had 2 technicians come out. All with very different information.

Joshua told us it was a freon issue and that we were good to cool over house at 60 degrees. The system froze over a 4-5 days after his visit. Joshua was very nice and helpful.

Andrew came out and told us the minimum we can cool our house to is 65 degrees. Someone was suppose to call me back after Andrew’s visit, no one did. Andrew was very condescending in his speak.

We called and spoke with Jordan (she was nice and tried her best to be helpful) who told me the minimum we can set our house to is 70 degrees.

I was later transferred to one their managers, (don’t recall her name). She was EXTREMELY rude, lacks empathy, and proceeded to tell me that I am looking for a scientific explanation as to why the system won’t work and they can’t provide that. They refuse to provide any other solutions except to blame us. We asked if we could get the system removed and be refunded, she refused. We will be proceeding with legal action.
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I would first like to start of by saying, the sales person and the very first technician who came were extremely nice (Patrick Sipe and Noah/I maybe wrong about the technicians name).
My compliments end there.

We had our system installed almost one year ago and ever since then there has been issue after issue. It took the city 3+ visits before they signed off on the inspection. And, once the city signed off on the inspection One Hour Heating and Cooling ghosted us, despite the fact that our system was still having issues with cooling.

Whenever it’s hot, (it’s almost always hot in VB) we’re unable to use our system as the unit won’t push cool air. We’ve spoken about this several times. And every single time without fail, they blame us. At first, they stated, “don’t keep the house at 50 degrees, that’s what’s causing the issue, keep at 60 minimum”. Then they switched from 60 degrees to 70 degrees. Which makes no sense to us as we had window units and a split system all of which went down to 60 degrees and kept the house cool. We got a HVAC system so we can further cool our home.
Why would we pay almost 25k for a system that can only cool to 70 degrees?!

Additionally, there are cosmetic issues. We expressed our concerns and were told a home advisor would come out and look into these issue, this still has not happened, and it’s been months. Please see photos.

We emailed One Hour Heating and Cooling 2 weeks ago and there still has not been any response to our ongoing concerns.

Total bait and switch and their pricing is criminal. All we needed was some refrigerant. The system was just repaired, lines vacuumed, and just needed the charge topped up to the appropriate level. I confirmed with the scheduler that there would not be any additional labor charge beyond the $150 evaluation fee...just the cost of refrigerant. When the technician arrived, he was very professional and knowledgeable, but explained that he would have to charge me an additional $750 to set the charge in our system. When I called their office, they tried to say that the $750 charge wasn't labor, it was just how they charge for refrigerant.

Basically, $150 gets you nothing....just sunk cost so that they can spring their ludicrous pricing chart on you.

An entire 25lb tank of refrigerant is $300. We may have needed a couple lbs max, and they are trying to charge $900 for $36 worth of refrigerant and 20minutes of labor.

$150 Evaluation Fee
$750 Cost to add refrigerant.
Highway Robbery

Run!

Gary and Jo were awesome. Very knowledgeable and easily able to identify issues and articulate potential solutions and ways ahead. For the actual install, Roberto and Tomas were professional, punctual and did a fabulous job ensuring everything was smooth and efficient. Very high quality group of professionals.

Let me start off by saying that our service tech and sales tech were both awesome. Professional, very nice and wore shoe protectors the entire time they were in the house. We specifically payed more money because both techs were top notch in every way.

The installers were a different story. They were very nice and got straight to work at 11am. It wasn't until they left at 9pm that we started to notice some issues. My stairs were extremely dirty. Not a big deal and difficult to avoid considering it was wet outside, but they put cloth down below the ladder, why not the stairs? I had to shampoo all of them, but I brushed that off as not a big deal and moved on. That leads me to the next issue I had. They mentioned taking the storm door off. I'm flexible and so is my wife so when they told her she didn't see a big deal. They left without reinstalling the storm door. Come to find out after calling my repairman to get it reattached it is broken and we need a new one. I paid a TON of money to use a reputable company that I have had good experiences with in the past. I feel betrayed.

I am not looking forward to what the city inspector has to say at this rate.

Andrew did a great job. Very professional and conscientious. Found a problem in my system that may have been causing our allergy problems and highly recommended a part that would take care of the problem. To support his concerns, he took a video of my system and also carried a part that was affected down the ladder to make sure I could see what the issue was. I appreciated his concern and how he addressed the issue with me. No pressure, just concern. Thanks Andrew. I will continue to recommend One Hour Heating and Air to others

Feliz Hernandez was extremely courteous, respectful, patient and informative. He took his time to inspect the quality of work done from a previous fellow employee and found everything to be in good working order. His customer service was bar none and he was exceptional at explaining the products that would make the best sense for my needs. Great company policy of validating their work and sending out amazing workers. I've had a great experience with everyone who came to the house.

I just want to share a wonderful experience I had with one of the technicians that works for One Hour, Gary is a super nice guy and if all the guys/girls that work for One Hour are like him then I see why One Hour gets such great reviews! He was super friendly and knowledgeable and helpful throughout the whole ordeal, I highly recommend One Hour just on their kindness and friendliness alone, not including the fantastic job they do..they do great work and it shows through the employees 👏

Let's start from the beginning: This company is expensive. We got a three ton AC and furnace installed at the suggestion of our service tech for 12500 two years ago and the unit and company has been an absolute nightmare. The service techs will absolutely do a whole show, song, and dance because they want your money. They'll sell you on how great they are and how good quality their stuff is. They offer 24/7 emergency service, but they don't actually have it. Don't be fooled -- they just charge you more for worse service.

First off, the condensate drip pan in the attic was not installed correctly and fails to drain properly. We had no idea why our unit wasn't working and we called One Hour to take a look but they would not be able to take a look until *next week* despite being a part of their "comfort club" that promises priority service. Forget it, this was in the middle of summer with almost 90 degree weather. We had to rely on a family friend to finally tell us what went wrong the following day and they managed to bodge together a fix in a few minutes.

A few months later, the unit just powered off -- thermostat, furnace, ac all off. No indication what or why this happened, this never happened with our old unit. Once again, called them with a scheduling estimate. They did a bit better telling me they could get out in 3 days. Once again, 3 days is absolutely unacceptable in the middle of summer and we had to call someone else again. Turns out the solution this time was to power-cycle the entire system, red switch, circuit breaker, everything.

Fast forward to now, and the reason why I'm writing this review now, two years later. We have another failure, 85 degrees outside. The AC instantly trips the breaker. Turning the AC off at the thermostat and flipping the breaker doesn't immediately trip it, but turning the AC on will. Plenty of probable causes, but isolated to the AC unit again. One Hour Heating and Air Conditioning has now scheduled us for Friday -- it is Tuesday at the time of review. This seems to be a hardware fault and I will HAVE to go through them if I want to utilize the "10 year 100% coverage on all parts".

They may have good reviews here, but that seems to be the fault of the sales people. If you dig a bit deeper, you can already see what others go through during installation and service. I am already looking at quotes and getting the entire system replaced to get rid of any trace of One Hour in my home.

One last thing -- we were looking at a heat pump due to the relatively mild winters in the area but our service tech seemed to try to scare us off of that notion with stories about cost and maintenance requirements -- other people I've talked to after the fact seem to be confused at why they'd do that.