One Hour Heating & Air Conditioning - Cincinnati

They came, they did the furnace but they did not bother to tell us that they cut off all of the gas to the entire house. Later, when I was trying to get a bath, we realized they had not relit the hot water heaters. My husband, who is 75 years old, had to do that. We also have a gas log fireplace, my husband broke that trying to get it relit. We have lights on the front of the house that were a bear to get relit. The pilot was on and luckily it was one of those that automatically shuts off after a while, otherwise, we would have had gas all over the house. We called and the manager was all apologetic and everything but we have yet to hear from them besides that. They should have resent those guys out to get everything relit. Very disappointing because we have used them for fourteen years every six months to check on the heating and air conditioning. Last January we had to put a new motor in the furnace and spent $1000.00 with them. This year they said there was a circuit board that had gone out and they convinced us to just get a new heating unit. The men did a fine job of putting the furnace in, I guess. But it makes me wonder since they were so neglectful in not telling us they had cut the gas off to the house. I would just like for them to help us in some way to get the piece that is now broken in the fireplace. It is an older fireplace and we have found that all the places we try, the peice is out of stock. I just think they should help in some way. If it has happened to us, it has probably happened to other people.

At the annual winter inspection, the old unit was red-tagged for cracks in the heat exchanger and possible carbon monoxide fumes. Representative Dan Shepherd visited the home on the same day, recommended a replacement and scheduled the install to meet my schedule. Perry and Rayshawn, service technicians were polite, professional and did a marvelous job of demolition and retorfit of a 155,000 BTU furnace. The new replacement equipment was less than the repair estimate of the 15 year old unit.

The guy came in and fixed it within 5 minutes. He said he needed to replace a capacitor. He charged me $300 for the capacitor, so I paid a total of $454. Willis claimed that the $300 was a reduced rate for the capacitor because of the service contract we had. I later found out that the real cost of the capacitor is about $50 or so. Other providers that I spoke with later said they wouldn't charge more than $150 for a capacitor. I was generally disappointed that they didn't come through for me. I agreed to the $154 service fee, but I didn't have an option with the $300. The service technician was knowledgeable and professional, and it was not his fault.

I would not use them again if I could help it. Their scheduling was awful. I kept trying to get them to come in April and October. They could never understand that my contract ended in July. They never sent a reminder. They never provided the service. They would give me a credit to my annual fees. Some kind of reminder would have been nice. They suddenly started calling me on the phone after I told them I didn't want to use them anymore. The technicians were great, but the office staff was totally disorganized and didn't have a clue.

Contacted Willis when air conditioner was failing. Arrived in 24 hours to evaluate and estimate was lower than other estimates. Installed the next day. Service techs arrived on time, very professional and did a good clean-up. would highly recommend.

Gentleman came out and worked 1.5 hours for their $69 special on annual check and clean. Carefully explained the results of all his tests even though they were all good.

The service was great and the technician was professional

I'm not sure I can trust their diagnostics. I felt like they were overcharging. They hike these service contracts which only covers two visits. They let your contract expire and then want you to purchase a new one. They told me it was my responsibility to call them. I don't think they are good with punctuality. They are usually pretty professional. I don't think I will be using them again. I think I'm going to find somebody else.

I called Willis in early May to schedule an AC inspection and tune up for the 2012 summer season. I was greeted by "Always on time...Or you don't pay a dime!" which seemed like a good sign and I scheduled a service call for May 31 between the hours of 1 - 5pm. I waited patiently all month and then from 1 pm to about 4 pm on the 31st. At that point since no one had shown up or called, I called Willis to make sure everything was still on track. I was told that they were running late but that they would have someone here by 5:00pm. I jokingly inquired if that meant I didn't have to "pay a dime" if they didn't make it. They informed me that that policy was only for special services and did not apply in my case. It seemed a bit tacky but I wanted my AC serviced and I was willing to give them the benefit of the doubt. However, no one showed up at 5:00pm and when I called again at 5:30 to find out what was going on, I was greeted again with "Always on time...or you don't pay a dime." When I inquired about the service personnel she reported that they didn't know when they would have someone out but that they could reschedule me for a service call in about 3 weeks time. Since I had evening plans I told the lady that I would have to cancell the present appointment and chose not to reschedule. There was no sense of real apology or regret from Willis at my waiting for 4 and a half hours for a service call scheduled 3+ weeks in advance which they could not make; only the repeated greeting each time I called about "always on time." I will never use their services in the future.

I originally scheduled an appointment for a cleaning/tuneup while the AC was still operating. However, a few days later, the whole system crashed. I called them back and they agreed to come out the next day, which was a Saturday. I was on "stand by", meaning they could not provide an arrival window - just sometime between 8 am and 5 pm. I was OK with this. Later that afternoon, the repairman arrived, diagnosed and repaired the problem, and answered all of my questions.

Overall - no issues. The person was on time. There was another person who delivered the new AC and between the 2 of them they had the new one in place and the old one removed. They were very quiet - I didn't even know the new one had been put in place. Cleaned up everything when he was done. Used drop cloths to go from the AC to the furnace area so he didn't track anything in the house.

Their technician was wonderful A+++++ all the way. My problem was with their scheduling department. We needed a part for our air conditioner, and the tech guy told my husband it needed to be ordered and would be in on Monday. He said they'd call Monday to come out to make the repair. I called Sunday to make sure we were on the list. Their answering service made sure we were on the list and I also told them we wanted preventative maintenance done on the heating units at the same time, and to make sure they can do that in 1 trip. He told me he put that on the work report.I stayed home from work and waited all day for someone to call. Finally at 2 pm, I call them. The scheduling girl said she'd check on it and have someone call me back. Another hour later there was still no call. So I called again. I was then told the part wasn't in. I told her that the tech guy said it would be in, and I took off of work. She said, "I don't know who told you that" (this is their standard reply for anything you tell them, by the way). She said the part would be in on Tuesday. I told her that I had to work Tuesday and that they could come Wednesday, but they had to be sure that the PM on the heating units could be done at the same time. She said they would call back Tuesday to schedule the time. They call Tuesday night to tell me the part didn't come in, but they would be out Wednesday after the UPS truck comes with the part at 11 am. I told her make SURE that the tech does the heating PM when he comes, because I can't afford to sit around for another two visits. I NEED one visit-once, get it? Understand?So I wait around on Wednesday-no call...I'm livid now..really, really livid. I call and the girl puts me off. I ask for the lady that called me on Tuesday, and she tell me that she's not in and I can leave a message. I told her, "NO, I want to speak to someone right now-I want your General Manager. Well he must be a wimp, because they put another lady on the phone, and I have to, yet again explain that I was told they would call to schedule coming out with my part and that they assured me the PM for the heating units was on the list. Her response, "I don't know who told you that...." At this point I loose it and yell, "I told you who told me that." She told me she wouldn't schedule me until I stop yelling at her. That was the worst----so I tell her that after all I've been through I think I have a right to yell, because you aren't understanding that you need to schedule a time to bring the part when you can also do the PM service on the heating units!!!!! She finally says she'll schedule me, but it may take two trips since they have other customers, so I tell her NO!!! Not what I requested, 1 visit, 1 time, get it? I've wasted 3 days waiting for you people! I told her that I 'm getting the impression that we are NOT important to them, because they can schedule other customers, but can't schedule our service request. She finally says they will schedule it and I emphasize ONCE AGAIN, that we need to make sure the PM gets done at the same time. She told me that it will take about 2 more hours, and I said I don't care, I want them here 1 time, not 2, 1 time!!!So, this morning, I get a call that they are coming. I ask the girl to make sure the PM for the heaters is on there. She says, no it's not. I'm like done at this point, I said I've been through this over and over. She says she'll check with her manager and call me back. She calls right back and says, "Yes, it's on here. There are so many notes, that I didn't see it."When the service tech gets here, I ask if he's also going to do the PM for the heating units. He says he didn't know about it and they usually don't do those around this time of year. I tell him I've been over this about 7 times, the girls this morning told me you would and I need it done to list my house for sale. He was nice enough to say he'd check on it. I think he had words with scheduling, because he said he'd do it, but they weren't happy. He told me they said I wasn't happy either. I said," I'm sure I have the word B**ch after my name, but come on, every time I call I get a new person and go through it all over again. He was nice and said he understood---and he was awesome.So in a nutshell-Great service technicians...lousy office staff!!!

They solved the problem. If you call them, they will come when you ask them. He was here a long time and he figured out that the last company didn't install it right. I haven't had any problems since. They are professional and they figure it out themselves. They came out within an hour. They are very courteous. He stayed a long time and didn't leave until he fixed it.

We discovered our AC was not working late on the evening of 5/1. I called Willis at 10:00 a.m. on 5/2, the first recommendation on Angie's site, and asked for an appt. I was told all the techs were busy but that someone would call. At 3:30 p.m. I still had not heard from Willis. I called and was told that it would still be a couple of hours before anyone could come. I expressed my complete dissatisfaction with the young lady I had spoken to FIVE HOURS EARLIER. She knew darn well that no one could be here all day! I cancelled the appt and called Clark's at 831-3443. A tech will be here as soon as they finish the appt they are on. DO NO USE WILLIS. I'm not sure WHAT they do in ONE HOUR, but it is NOT service. This the first bad experience I have had with anyone I've called from Angie's List.

I changed my service contract for our HVAC system to Willis 2 years ago based on Angie's List recommendations and because the local shop was just a few miles from our home. The work they perform is thorough. The technicians are prompt and professional. I have noticed that on every visit they try to upsell me on a product or service. The only one I have done to date is a disinfectant solution for the drip pan in the AC unit that is supposed to prevent mold. This was the $39 charge. Recently Willis, now, One Hour, was bought out by a firm based in Phoenix AZ. What I noticed prior to the technician coming, was that I had at least 4 robo calls telling me it was time to schedule my appointment AFTER I had made the appointment. I talked with someone after the 4th call and was told they had a glitch that they needed to fix. I had 2 calls within an hour yesterday concerning my appointment today. The technician told me that the local service department has been eliminated and that everything is handled through the Phoenix office. He tried to sell me a new service contract today (mind goes until Nov), stating that the company will no longer notify me when it is time to renew and that I won't be able to call to renew. Seriously, they aren't going to remind me to renew but they hound me with robo calls to schedule an appointment that had already been made. I expressed my extreme displeasure about their phone system. At the present time I am unsure whether I will renew with One Hour or switch to a local firm.

Arrived on time. Crews arrived in a staggered manner that maximized their efficiency in completing the project. By the time the first crew (who stayed for the entire install) had prepped the house with runners and tarps to control any dirt or damage, the old units were drained of Freon and disconnected, the delivery crew arrived to cart off the old units and deliver the equipment and supplies required for the installation. They had the right number of people at the right time to do the job efficiently and effectively. After the installation was completed (6.0 hours), they spent another 30 minutes walking me around to each area of the new equipment and additions and explained the function, ongoing maintenance regarding that particular item, and answered ALL my questions. All the correct equipment, tasks and services that were contracted were completed with minimal input required from me. They knew exactly what to do before they arrived.

Everything was as they said it would be they showed up when they said they would, went right to work and fixed problem, called a few days later to see if things where still working.

A/C stopped working in August 2010 (yes, this report is for service more than a year in the past, but I'm only a recent member of Angie's List). Customer service rep suggested that I should replace the filter, but I knew that couldn't be the problem. I eventually managed to convince her that I needed a service call. Technician did not arrive within the promised time window (although to their credit, they called to say he wouldn't be able to). A small part of the delay was because the customer service rep took down my address incorrectly and the technician's GPS couldn't decipher it. The charge to fix a blown capacitor was $299 for the capacitor itself, plus $89 labor. Imagine my surprise to discover that such capacitors can be had for between $20 and $80! The rationale for such a price difference bears explaining. Job # WIL0117061 Invoice 0204543

visit went well. Very friendly and thorough.

They did a very good job. They did an awesome job and have been back to do maintenance. We were very happy. We would absolutely use them again and we have told a lot of people about them.

Have contract with Willis for heating/AC check ups. They are always prompt, neat and professional. On the one occasion when a new part was needed he explained the problem and asked if I wanted him to repair it. Fair pricing.

The first cool weekend of the fall and the furnace was not working. Water was coming out of the condensation pipe and shutting the furnace off within 2 minutes of running. Called Willis on Monday morning and scheduled an appointment Tuesday between 5 and 6 p.m. Gregg Mangel showed up promptly within 30 minutes of the phone call letting me know he was on his way. He examined the furnace, figured out quickly what the issue was and started to clean the drain out. During the time working on the furnace, he ran up and down the stairs to turn the furnace temp up so it would run longer or to get something out of the van. The only thing he asked me for was bleach. After cleaning the drain and ensuring that the furnace was running correctly, Gregg and I talked about a service plan for the HVAC system since it just turned 8 years old. He explained the different plans, told me which one made the most sense given our machine, and then priced out the service for me. Since we went with the service plan, he did the drain cleaning for free and reduced the trip charge by $20. I was very impressed with his professionalism, his soft sale skills (versus another well known furnace company), the fact that he answered questions and provided basic direction on how to maintain the drain (which had never been shared with us since it was installed by another company). He could not have been more knowledgeable, more personable or more professional. It was a pleasure having him in the house. I look forward to having the furnace precision tuned by him in a month.

Everything went well, and the price was reasonable.

This was one of the worst experiences I have ever had with any contractor. When I complained about not getting the service I had contracted for, they suddently arrived on a Saturday unannounced to perform maintenance. The system never worked properly again and kept losing freon. Prior to the service call it was working fine. I know that the first service guy did a lot of banging downstairs - I did not watch him work, and the freon loss became a flood. They came back three times to refill it but never fixed the problem. The contract indicated as a preferred (read paying) customer, I would get a discount on any parts. The prices they quoted were hundreds of dollars more than the same prices from other reputable vendors. I tried to cancel the recurring charge and was told I had signed a contract which had renewed automatically afer the first year and I had to pay till the end. Two service techs assured me I would be contacted by the main office about the problem and I never heard from anyone. They are still charging my account for a service that they obviously can't provide and which I do not want. Total cost to fix the system by another contractior was almost 1500.00 lower than Willis' price. What a rip off company!!

It went well. They showed up in treasonable amount of time. They were professional and clean. they shared information. I would use them in the future.