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  1. #92
    Join Date
    Aug 2004
    Location
    North Richland Hills, Texas
    Posts
    14,914
    There isn't anything inherently wrong with One Hour Heating and Air, the ones in my area actually do above average work.

    Like any franchise type deal, there are good ones and there are bad ones.

    Quote Originally Posted by git-r-dun View Post
    If the customer is always right, are you immediately just adding refrigerant to their systems? Most will tell you that's what their problem is.
    Yeah, if the customer was always right, half my calls would just be replacing thermostats, and most of the other half would just be adding a little refrigerant.
    If more government is the answer, then it's a really stupid question.

  2. #93
    Join Date
    Jun 2003
    Location
    French Settlement, Louisiana, United States
    Posts
    270
    Went behind one of the yellow vans here and the homeowner was quoted $1100.00 for dye to find a leak! (I have the invoice from the yellow van that the homeowner gave to me) Ifound and fixed leak for less than they wanted just to find the leak.
    Now I have had 5 more word of mouth jobs just off that one.

  3. #94
    Join Date
    Aug 2004
    Location
    North Richland Hills, Texas
    Posts
    14,914
    When people say "the yellow van company," I don't think of One Hour, there is another "Yellow Van" company in my area that has been doing the most horrible work in RNC and replacements for decades since before One Hour existed.
    A large number of the systems in my "wall of shame" posts were originally done by them.

    For the DFW locals, you should know who I'm talking about. The company name rhymes with FriedWire.
    If more government is the answer, then it's a really stupid question.

  4. #95
    Join Date
    Dec 2011
    Location
    Grass Lake, MI
    Posts
    251
    Quote Originally Posted by mark beiser View Post
    When people say "the yellow van company," I don't think of One Hour, there is another "Yellow Van" company in my area that has been doing the most horrible work in RNC and replacements for decades since before One Hour existed.
    A large number of the systems in my "wall of shame" posts were originally done by them.

    For the DFW locals, you should know who I'm talking about. The company name rhymes with FriedWire.
    Yes sir, that has been my experience as well.


    Sent from my iPhone using Tapatalk 2

  5. #96
    Join Date
    Mar 2013
    Location
    Joplin,Missouri
    Posts
    310
    Quote Originally Posted by comoutsid322 View Post
    A company in my town is that motto. I feel BAD for its employees. I can bet if they are 30 seconds late to a call, the homeowner would be down their throat about having a free service call.

    I bet homeowners even complain that they were early. Your 5 minutes early im not paying. I feel soooooo bad for anyone that works there

    I bet home owners ask for discounts all the time for being a minute early or late. I have worked for a heating and air company for a little bit, and the people who complained about pricing, and up sells, is rediculous. I cant imagine the complaints and fustration of working for an on time company.
    where do you live. There is a company in my area that uses that slogan. Its Heartlands one hour heating and air conditioning.

  6. #97
    Join Date
    Dec 2011
    Location
    North Texas
    Posts
    656
    Quote Originally Posted by mark beiser View Post
    When people say "the yellow van company," I don't think of One Hour, there is another "Yellow Van" company in my area that has been doing the most horrible work in RNC and replacements for decades since before One Hour existed.
    A large number of the systems in my "wall of shame" posts were originally done by them.

    For the DFW locals, you should know who I'm talking about. The company name rhymes with FriedWire.
    Amen to that! Fixing their boo boos makes the shop I work at a lot of money!

  7. #98
    Join Date
    May 2013
    Location
    Phoenix
    Posts
    32
    Quote Originally Posted by Special Ed View Post
    They also have technical training. Why don't you mention that? Oh, that's right: you were only there for a second or two and that somehow makes you an expert on One Hour.
    I have been with an airtime company 4mo. now. meetings 3-4 times a week, not one on technical training all about sales.

  8. #99
    Join Date
    Aug 2004
    Location
    North Richland Hills, Texas
    Posts
    14,914
    Quote Originally Posted by clifpaul View Post
    Amen to that! Fixing their boo boos makes the shop I work at a lot of money!
    I would venture to say that there are quite a number of smaller companies that owe a good measure of their success to the sheer volume of those "boo boos" in need of fixing.
    If more government is the answer, then it's a really stupid question.

  9. #100
    Join Date
    Jun 2003
    Location
    Jacksonville, FL.
    Posts
    4,313
    I will say this: as far as technical training there is very little. But there's also relatively little sales training either. I must be at a weird One Hour.
    Further, there are only 3 techs (myself included) here and they seem to know what they're doing. I have 18yrs experience, another has at least 25yrs experience, and the junior one probably has around 10. When we say a system needs to go, it needs to go. And I have yet to see a motor go for $1500.
    WHY?

  10. #101
    Join Date
    May 2011
    Location
    Western, KY
    Posts
    2,912
    Quote Originally Posted by Special Ed View Post
    I will say this: as far as technical training there is very little. But there's also relatively little sales training either. I must be at a weird One Hour.
    Further, there are only 3 techs (myself included) here and they seem to know what they're doing. I have 18yrs experience, another has at least 25yrs experience, and the junior one probably has around 10. When we say a system needs to go, it needs to go. And I have yet to see a motor go for $1500.
    I know it probably feels like an attack on your specific company but it's more geared towards the trend of sales companies that shoot for mass volume equipment sales and high ticket prices, it just so happens this is often franchises like one hour.

    If your one hour is doing things the right way it's great, you probably have an owner who's not going along with a lot of what the corporate office is trying to feed him.

  11. #102
    Join Date
    Dec 2011
    Location
    North Texas
    Posts
    656
    Quote Originally Posted by mark beiser View Post
    I would venture to say that there are quite a number of smaller companies that owe a good measure of their success to the sheer volume of those "boo boos" in need of fixing.
    Was out at a condo they installed the furnace, coil and condenser at last tuesday that wouldn't drain and was leaking water everywhere. None of the joints were glued and it was clogged. Water went EVERYWHERE. Only thing they did right was add a float switch. Took me over an hour to clear the clog and redo the drain. Wish I had before and after pics. I took it from 3 p traps on an upflow to 1. I lost count of the number of t's I pulled out. Me thinks the the installer used what he had on hand instead of leaving to get the fittings to it correctly.

  12. #103
    Join Date
    Aug 2002
    Location
    NTexas
    Posts
    79
    Quote Originally Posted by mark beiser View Post
    When people say "the yellow van company," I don't think of One Hour, there is another "Yellow Van" company in my area that has been doing the most horrible work in RNC and replacements for decades since before One Hour existed.
    A large number of the systems in my "wall of shame" posts were originally done by them.

    For the DFW locals, you should know who I'm talking about. The company name rhymes with FriedWire.
    They are the worst.....

  13. #104
    Quote Originally Posted by jpbhvac View Post
    I don't believe the customer is always right. The customer is wrong a LOT! I will just have to disagree with you here. If I've been running on call for hours and hours and hours in 105 degree Texas weather, I'm not really in the mood to hand out Dairy Queen cards. I just want to make the repair and move on. I make it a practice to show appreciation for services I can not do myself and I expect the same. If you don't appreciate the fact that I even answered your call, there is no pleasing you. Even if I fix your a/c, we will then argue about everything else especially the bill which will be very high during on-call hours. By the way, did I mention I work for a company in Texas that's been around for over 75 years with no advertising, no web site, no Facebook, no twitter, nothing but 100% word of mouth referral?
    The customer is never wrong. They might think they know what the problem is, but that doesnt make them wrong. You are in a SERVICE business, they are paying you for a service.You can sprinkle on what ever you want about service, but at the end of the day, its a service. They pay you for a service.

    It is your job as a SERVICE technician to have the customer as #1. You have to listen to the customer to have an understanding of what it could be. You have to always be nice courteous to them, after all they are paying you. You have to explain what is wrong, why you think it went wrong, and the best solution for that particular customers needs. You need to educate the customer.This business is not a "fix it and go", any reputable company will tell you that.

    At the end of the day they are paying your wage.

    Thats rediculous to argue with a customer about anything. You need to sit them down, and have a conversation about it. Doing any sort of arguing to a customer is horrible.

    "if you dont appreciate the fact that i answered your call there is no pleasing you" - your lucky they called you!, dont turn this the other way around. if they didnt call you, you would be out of business or have a job!

    Just because you have been working for hours and hours, doesnt mean you can act like a butt. You should treat every customer the same, always #1 and always respectfull. You make it seem like your MOOD matters. You probably know this but customers dont care about your mood or how many hours you worked. They are paying you and deserve the best service that you can give them.

    This is basic customer service 101. Go to a fast food restraunt, it takes them a while to make your food, and you complain to a manager, what happens? %99.99 of the time they will give you a free meal.

    My point is customers complaining is the nature of the business, but you should always treat them #1.

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