On Time or Running Behind? New One Hour Heating & Air Conditioning Survey Reveals How Americans Stack Up

COLUMBIA, Md., Sept. 30, 2026 /PRNewswire/ -- According to a new survey from One Hour Heating & Air Conditioning, Americans take being on time seriously – and expect others to do the same. Fielded with research partner Prodege, the survey explores how that standard plays out in everyday life, including where people are most likely to run late, what throws them off schedule and how their habits differ across 10 major U.S. markets and a nationally representative sample.

The inaugural "On-Time Index" found that Atlanta sets the pace at No. 1 as the market most likely to be on time, New York clocks in last at No. 10, and traffic takes most of the blame when respondents fall behind. The reason often depends on the destination: traffic is the leading obstacle on the way to work, underestimating travel time causes the most trouble before flights and other travel, and distractions are most likely to derail plans for family events.

That emphasis on staying on schedule carries over to what respondents expect from others. For home service appointments, 85% say it is extremely or very important for professionals to arrive within the estimated window. When asked who is most important to arrive on time for a scheduled appointment, respondents ranked HVAC professionals second only to doctors.

"Being on time is about more than watching the clock – it's about respecting the plans people make and the trust they place in others," said Steve Clemente, President and COO of One Hour Heating & Air Conditioning. "For homeowners, that trust begins before a technician ever walks through the door. They should be able to count on a professional to arrive when promised and help ensure their system is ready for the season ahead. That's why our commitment has always been clear as the #1 HVAC service provider in the United States: Always On Time…Or You Don't Pay a Dime!"

On the Clock: Where Americans Run Late – and Why

When schedules slip, respondents report running an average of 10 minutes behind. Traffic or transportation delays are the most common cause overall (38%), including when respondents are late to work (39%). For flights and other travel, 23% cite underestimating travel time, while 20% say distractions or losing track of time make them late to family events.

Where respondents live also makes a difference. Among the 10 markets surveyed, the full ranking from most to least likely to be on time is:

Atlanta
Dallas-Ft. Worth
Tampa-St. Pete
Chicago
Philadelphia
San Francisco-Oakland-San Jose
Los Angeles
Washington, D.C.
Houston
New York

Beyond the rankings, the survey uncovered notable differences between markets – and, in some cases, between residents' own habits and what they expect from home service professionals:

• Atlanta comes out on top for punctuality: Atlanta ranks as the market most likely to be on time among those surveyed. Its residents are also the most likely to schedule annual preventive HVAC maintenance, at 42%.
• New York respondents report longer delays: New York residents report the longest average delay among the markets surveyed, at 13 minutes. Yet 91% say it is extremely or very important for home service professionals to arrive within the estimated window – the highest percentage among the 10 markets.
• Expectations for arrival times vary by market: Nearly half (46%) of San Francisco-Oakland-San Jose respondents say they become frustrated within 15 minutes after a home service arrival window ends, compared with just 21% in Tampa-St. Pete.

Two-Thirds of Homeowners Leave HVAC Maintenance Off Their Annual To-Do List

While respondents place a high value on HVAC professionals arriving on time, many aren't proactively scheduling service in the first place. Just 33% of respondents schedule professional service annually as a preventive measure, while 38% wait until their system stops working efficiently, breaks down or have never scheduled professional maintenance. Among those who delay or skip routine service, 22% say their system appears to be working fine, while 14% are looking to save money.

Rather than waiting for the first cold snap to reveal a problem, homeowners can take a few simple steps now to help prepare their heating system for the season ahead:

• Optimize Home Airflow
  Use the start of the new season as a reminder to replace or clean your air filters and check that supply and return vents are clear of furniture and other objects. Keeping vents unobstructed helps maintain proper airflow and allows your heating system to operate efficiently.
• Perform a Test Run
  Turn on your heating system before temperatures drop and pay attention to any unusual sounds, smells or performance issues. If you notice inconsistent heating, rattling, buzzing or other unusual noises, have the system inspected by an HVAC professional. This is also a good opportunity to test your carbon monoxide detectors and make sure they are working properly.
• Schedule a Professional HVAC Inspection
  Routine maintenance can help keep your heating system operating properly and safely throughout the colder months. Schedule a professional inspection before heating season begins so a licensed HVAC technician can check critical components, identify potential issues and address minor problems before they lead to a breakdown.

For more information or to schedule your HVAC check-up, visit onehourheatandair.com.

Survey Methodology
These findings are drawn from an online survey conducted by Prodege from Aug 13-23, 2026, on behalf of One Hour Heating & Air Conditioning. The survey included a total of 1,124 US Homeowners aged 18+. 200 respondents are representative of the Total US on nested age/gender, region, parents of children <18, and ethnicity. An over-sample of respondents were collected for a minimum of n=100 in each DMA of interest. At a sample size of 200, the margin of error for the Total US sample is ±6 percentage points at a 90 per cent confidence level. All sample surveys and polls may be subject to other sources of error, including, but not limited to, coverage error and measurement error.

About One Hour Heating & Air Conditioning
With more than 400 locations, One Hour Heating & Air Conditioning is the #1 HVAC service provider in the United States. With comfort and convenience, a top priority, the company offers an extensive line of products and services, including maintenance, installation and repair, that keeps HVAC units running at peak performance year-round. One Hour Heating & Air Conditioning is part of Authority Brands, the parent company to leading home service brands across the plumbing, HVAC, electrical services, residential cleaning, at-home care, swimming pool repair and maintenance, tree care, restoration, pet waste removal, and pest control services sectors. For more information, visit www.onehourheatandair.com and www.authoritybrands.com.

About Authority Brands
Headquartered in Columbia, Maryland, Authority Brands' companies include 15 leading home service franchise brands: America's Swimming Pool Company, Benjamin Franklin Plumbing, The Cleaning Authority, DoodyCalls, DRYmedic Restoration Services, Homewatch CareGivers, The Junkluggers, Lawn Squad, Mister Sparky, Monster Tree Service, Mosquito Squad, One Hour Heating & Air Conditioning, Screenmobile, STOP Restoration, and Woofie's. Together, these brands provide home services through more than 2,700 territories operated by more than 1,000 franchise owners. Authority Brands is dedicated to supporting individual franchise owner growth by providing strong marketing, technology, and operational support. See authoritybrands.com for more information.

SOURCE One Hour Heating & Air Conditioning