One Hour Air Conditioning & Heating — Local services in Atlantic Beach

01/23/25 - I wanted to let you know that once my service plan ends in December, I will be switching to a different company. Unfortunately, I’ve had to sit at home AGAIN today waiting for a tech to show up within the confirmed appointment window from 10 am to 2 pm. Customer Care told me the tech would call 30 minutes ahead—yet, no call. Instead, I received a text from One Hour Air saying the tech was on their way, which isn’t what was promised. There was no way to confirm via text, and when I showed the tech this, he agreed that the process is broken and makes things difficult for both the techs and customers. To make matters worse, I later received another text saying the appointment was canceled. This is after it was confirmed. Quite simply, the PROCESS IS BROKEN. I does NOT take a rocket scientist to fix the problem.

This isn’t a tech issue; it’s a management issue. The processes need to be improved, and I’ve given feedback multiple times. As a former Customer Care Manager for two global medical device companies over the past 25 years, I know how critical it is for leadership to use data like surveys and reviews to improve on their product and services.

Now let’s talk about the $189 charge I was hit with (again) for an issue that stemmed from previous service calls, including replacements of the MIXER and BLOWER, among other issues since my brand new Goodman system was installed in June 2019.

Lastly, is it normal for companies to send out three different types of techs—installation, maintenance, and repair—that can’t complete a job unless one or two others get involved? This has made the last two service calls unnecessarily complicated for the customer, the techs, and the company as a whole.

If anyone knows a reliable HVAC company in Jacksonville that does a great job, please leave your recommendations in the comments. I’m planning to switch in December 2025 and I also would love to provide my Buyers/Sellers with reputable HVAC contacts for their homes.

I miss the One-Hour Bros! Thanks for listening! Ed

Ed Tooker Real Estate Services | HomeSmart

11/11/2024 - Sad I actually have to write this. Sitting at home from work waiting AGAIN and NO HVAC techs coming for scheduled appt time from 10 am - 2 pm. Someone sent me a measily text need the end of the scheduled time saying sorry!

The last few times they have let me down, not the techs fault because they have all been pretty awesome, but they are working for a comany that is tanking and what use to be amazing customer care. I believe cost cutting measures and definately poor managing / leadership. More details to come if they show on Wed and if they actually send a small guy that can climb thru the ceiling access!

Lastly, I am also canceling my ongoing, longterm pre-paid maintenance plan to go with someone reputable. The below review is how they use to be amazing when they were the 1-Hr Bros... One Hour Bros HVAC specialist Angel stopped on Tue, Sep 26, 2023 for routine 6 month maintenance check on 4 year old HVAC unit.

I was very appreciative and super happy that when he found a defect in the motor of the unit, it was replaced fairly quickly and at no charge, since I was under the parts & labor warranty, which definitely paid off!

As always with ALL the One Hour Bros, Angel delivered professional, on-time service. I will continue to call on the One Hour Bros for all my future HVAC needs as well as recommend your company to my buyers and sellers if they have a need during inspector, maintenance, or replacement.

If you or your employees would like me to repay the great service...please do not hesitate to call me for all your real estate buying and selling needs. It is my pleasure assist...

Ed Tooker Real Estate Services / HomeSmart /...

Thursday (6/27) we called & advised them we needed someone to come out and detect where our leak was and also advised needed it fixed asap. They advised us they always arrive with a fully loaded truck and should be able to assist same day (this is why we chose them over other companies we called).

When the technician came out Thursday night he started looking for our leak, but then informed us he did not have enough nitrogen to detect the leak that day. He then charged us a 69$ service fee and advised us he would come back tomorrow between 12pm - 4pm to finish. This was very frustrating, I don't understand (A.) why you would come detect a leak without the proper supplies (B.) charge me to come out and not finish a task & (C.) why we were advised the company always came with fully stocked trucks.

Friday (6/28) one of us stayed home (in the heat) from work to wait on the technician that stated he would be here between 12pm-4pm. We don't hear anything during that timeframe and call ourselves during that to verify the technician will be out. We were advised he would be out soon. HOWEVER, that was not the case. The technician did not show up until 7:30pm. Therefore, one of us stayed home from work and sat in the heat from 12pm - 7:30pm for no reason. Once he arrived, he did the leak detection and advised he would not be able to fix it until Tuesday 7/2 because they are busy and booked. They also charged an additional $380. He also advised it would cost about $950 to fix (which it did). I asked if there was anyway to get the work done sooner because we were mislead that they would provide fast service and get everything fixed asap when we called. . no-one mentioned anything about being booked. The technician stated no and said he would come on Tuesday around 8 or 9am.

Sunday (6/30) I tried to call several times to confirm our appointment (because we never received anything confirming it), but we were unsuccessful getting anyone on the phone. Their website says they have convenient 24/7 service, however, that did not prove to be true. Each time I tried to call it rang for 5 minutes then hung up one me.

Tuesday (7/2) 9:50 am (quoted 8 / 9amish). . no one is here to fix the a/c leak. At 9:55am we get a call from someone with the company that says "Hey, I saw you marked on our line, How can I help you?". We were confused and had to reexplain everything to this mysterious person. He said he would look into it. Later, he calls back and says our technician should be out to fix it today. AGAIN.... THIS IS A WORK DAY. One of us had to stay home. Around 2-2:15pm the technician finally shows up to fix the A/C leak.

Side note 1: During the entire time I attempted to speak to a manager, but was unsuccessful. I called Friday night (once) , Monday (2x) , & Tuesday (2x) to try to speak with a manager. Each representative told me they would reach out to the Jacksonville location and have a manager call me back (I also asked the technician in person if he would please have a manager call me). Well, it is Monday 7/8 and I still never received a call from a manager.

Side note 2: according to their website, it states they have an on time guarantee. It specifically states: "We're always on time, or you don't pay a DIME for our service". That is false, we mentioned that to the technician and over the phone to the call center representatives after our terrible service and both acted like that was something they never heard of. Highly unprofessional. The technician did knocked off a few $100 from our bill for the leak detection that wasn't completed the first time, but the "on time guarantee" online was ignored. I never wanted the "don't pay a dime for our service" part. However, a SIMPLE APOLOGY, call back, and accountability from the company...

This company came to check my AC unit and he diagnosed that the issue we had was a fuse. The tech named Jerry tried to convince me that there was no way to fix the unit that The only remedy was to replace a whole unit and immediately offered me financing and that it will cost only $15,000 to replace and that it should be easy for me to pay. Unfortunately, I could not afford the $15,000 at the moment but Also, I know For a fact that the unit could be easily fixed for a while until I could afford it. The tech insisted that there was no possible way for him to fix it because it was an impossible fuse to find because the unit it’s over 15 years old, He went outside to check the unit outside and came back and gave me all these other excuses of why he couldn’t be fix it. He said he called a few people and he couldn’t find the fuse that was impossible to find. I insisted that I couldn’t afford it so he said I will have my manager call you. a few minutes later his manager called to his phone and asked to speak to me, the manager insisted that the only solution was to replace the whole unit and that he could do it the same day no problem. I insisted that if it was a fuse that I would like the fuse to be replaced because I couldn’t afford $15,000 at the moment. The manager double down on the story that the fuse was impossible to find and I said thank you so much but there’s nothing else I could do at the moment he said OK but if you if I do find the fuse, I will have to charge you between 3 to $4000 to replace the fuse and you wouldn’t want to spend that kind of money on a fuse when I just put it in a new unit I insisted I can’t can’t afford it He said OK fine I’ll have him replace it right now for you, but I will have to charge you between three to $4000 and that’s when I said, but you just told me that there was no possible way to find the fuse. he started Stumbling with his words and I said thank you so much for your time. I don’t think I can trust your company anymore. Thank you so much. Please give me a report of what you did. The person was not supposed to do anything to my unit. Just see what the issue was and give me a diagnostic what they were not counting on is that before they came in I took pictures and videos of how all the cabling looked like as a precaution. I went online and I looked for the fuse that cost almost $12.00 As soon as I receive the fused I replaced it and the unit turned on no problem except that the fan 9”of the unit outside didn’t run. I looked at the cables because I saw the tech connecting and disconnecting stuff through the window that it’s behind the outside unit is I turned off the unit again. I checked the cables. He disconnected and rearranged all the cables to make sure that my unit wouldn’t turn on even if I changed the fuse. I looked at all my videos and pictures and placed them again and the proper way and there you go my ACs unit is working perfectly fine no issues whatsoever the fan turned on. This company is predatory and messes up with units to make sure that the customer doesn’t have any other way but to buy an expensive unit from them. I will report them to the Better Business Bureau that the tech JERRY did Mess up with all my cables to make sure that it didn’t work when I replaced the fuse to make sure I had no other choice, but to call them again and SCAM ME OUT OF...