Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company installed a tankless water heater in our home about 3 years ago. They say they stand by their work and they guarantee their work. We had 5 failed inspections prior to closing the permit out, and have recently been brought to our attention a potential issue with the install is causing damage to the water heater. Contacted the business to correct this, but they are saying, because it passed inspection they will stand by their work. They said they would send out a technician. Cancelled the appointment and stated they no longer employ a plumber. These are the licenses they are operating under...but if they don't have a plumber, whose are they?Master Plumber: License # *********** Plumbing Contractor: License # ********** We would like to receive compensation so that we can hire a licensed plumber to complete the work needed on our tankless water heater, since this company can't guarantee their work, as they claim on their website. They should probably stop offering plumbing services if they don't have an actual plumber on their staff.

  

  Business Response

  Date: 01/22/2025

  Hello We installed that water heater four years ago (November 2020) and it passed code. The water heater passed inspection, after some minor code corrections, but ***** signed off on it. The local management  explained that it passed inspection which means it was installed correctly and if it wasn't, We would've known much sooner than this.  If by chance you had another company come out recently to diagnose anything, we would not be held liable for another company's work. If you were having issues with the unit and would of liked us to be responsible for it we would of been more than happy to send someone out to you. We do stand by our work as it did pass inspection and has been functioning for the past 5 years. We will not be able to provide any type of refund.
  

  Customer Answer

  Date: 01/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what it is, I dont want to ever deal with these people ever again, they dont have a plumber on staff and advertise plumbing services. I would not trust them to change a light bulb in my house. 
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:08/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/24/24 our AC wasnt working we called One Source who we bought the unit from to have it fixed. ****** came out and evaluated it and the coils needed replaced. 6/25/24 then ****** came and replaced the coils. On the night of 7/11/24 my husband went in the basement only to discover the *** pipe had been leaking and we had water pooled up around the unit under the stairs and into the hall. We found mold growing in the Sheet rock. We called on the morning of 7/12 and were scheduled for Saturday morning between ***** am. I got a message from ****** saying on Saturday morning stating people called in so they had to move us to Monday *****! Monday I got a call saying they were sorry we were left in a mailbox to call and schedule us! They finally sent ****** back out on 7/15/24. He claimed there was a pinhole size leak and fixed it. I again called and One source said they would take care of the damage. They sent out ****** from Executive Pro-Dry on 7/17/24. They used 8-9 blowers and 2 de-humidifiers and had to remove sheet rock and treated for mold. They were able to remove all of their equipment on 7/24/24. I reached out to One Source so they could schedule the repair for the Sheetrock. They sent ****** back out for pictures on 7/25/24. I spoke with a ***** who was busy so she said she would call on 7/25/24 at 10:00am. I had to reach back out to her. She stated she would get it figured out and call me. Then nothing. She finally said she was out sick with her daughter, then said that ****** would reach out to me he never did. I called 8/15/24 and was transferred to **** in escalations. She would get with ***** and call me by 1:00 on 8/16/24. I have made more phone calls, left messages and **** wont return my calls and they claim no one else can help me. So our walls have not been fixed and NO one except **** can help me and she wont respond.

  

  Business Response

  Date: 08/28/2024

  Hi ******. I am verifying information with the local office and will get all the necessary information to ensure we get this involved ASAP. I apologize that you are still waiting on a resolution! 

  Customer Answer

  Date: 09/23/2024

   
  Complaint: 22174690
  
  

  I am rejecting this response due to no action has happened to fix the issue. Their insurance company can not even get a response in order to complete putting our house back into the shape it was in before One Source left a leak in their repair which caused the damage. My concerns are they feel we will give up and repair the house ourselves and that will not happen.  We have tried to contact corporate, no response, a message left for ******* ****** the owner and no response.  We still want the house fixed as a resolution. This has been ongoing since 7/12/24, more than enough time to co tact us and finish the job. 

  
  

  
  
  Sincerely,
  
  ****** ****

  

  Business Response

  Date: 09/24/2024

  Hi ******, My name is ******* and I am one of the national managers for the company . Please contact me at ********************************************** so I can further assist you .

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22174690
  
  I am rejecting this response because:

  I reached out to the person that responded to my complaint twice before they responded.  Then again had to reach out to follow up.  Their insurance finally reached them and they did agree to the claim. My rejection is based on we are still being told someone will get to us about the invoice copies we asked for 11 weeks ago as well as the correct filter number due to an enhancement we have on the unit.  We are asking for some sort of compensation but they ignore our request. We feel after the many times of trying to reach them, their lack of response to our damage and then we did ALL the footwork to find their insurance company, file a claim, tried to get the ************************ to help we would like at least 6 furnace filters that accommodate the added feature we purchased from them!  The work is possibly in progress but no idea how long before it will be completed. 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On august 9th a One Source Technician come out to service a not working A/C. While down in the crawl space the technician said the Furnace and the A/C were both shot and even started arcing while he was down there. I had my doubts but trusted the call to get a new A/C and a new Furnace which isnt cheap. He explained he would be back the next day with the A/C to install it. The next day 3 technicians came out to install it and worked for almost 8 hours with no real progress. They turned off the power while they worked meaning i was without power or air for over 8 hours. They said they would be back the next day with an electrician to fix the issue. The next day no one came and i spent the entire day in the heat. After that a technician came out but with no electrician, he spent hours in the crawl space again with no real progress. This time when the technician turned the power off it never turned on. He said it should all be on which it wasnt. We had no power to anything and the technician left. We went the entire night and into the next day with no power. One Source during this refused to call back and answer our questions. We decided on calling a separate electrician to attests get our power back on. Once it came back on we noticed our Oven and Microwave were both shorted out and broken from one source messing with the power. One Source technician even said im not an electrician so im not sure while switching the power on and off. We decided on getting new appliances which cost over $1,000. One Source refused to even talk to us again. It is impossible to get in contact with anyone at One Source because they use 3rd party customer ********************** much like scam companies do. Finally after around 4 days the technician came back and worked for hours until the A/C was back on. A few weeks later we got a call saying they would call an inspector to verify their work but then said theyll most likely not approve it they never do. is it even legal to do work like that.

  

  Business Response

  Date: 02/10/2025

  .Hello, If you still need assistance on this matter please contact me at ********************************************** to aid in resolving this matter.

• Initial Complaint

  Date:08/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a furnace ac $16878 install in Dec of 2022. In March 2023 they came out and filled the ** with refrigerant. 1 week later the unit was froze up, they claimed air flow, and installed a 9x13 grate before the filter! In August I called them again because of a froze line, they came out and refilled again. In March of 2024, they came for the spring maintenance and told me I was using the wrong filter (which was the filter the installer told me to use). However I questioned which filter he told me because we have air flow problem. But I went with what he said bad mistake. I called them out Monday 8-5-24, and they old me the compressor was shot, and the coil was good. But because it was air flow it wasn't covered under warranty. And wanted to do duct clean and air seal with it and wanted $8400. I called for a 2nd quote, they came out and said my compressor was good, but my coil was bad, not only bad but had never been cleaned! Which should've been done at the the spring maintenance. And installed the wrong direction, and the wrong size, so my compressor is 2ton, but the coil is 3 ton. And that it is completely caked, and that is the source of my of refrigerat leak. Everything Onesource Air Pros has told me has been a lie for a year and 8 months. They have done everything to keep me calling them every few months. And now it will cost me $5000+ to get it fixed the right way, and hopefully never have to worry about again. We are planning on consulting an attorney to see what we can do! But we feel absolutely scammed at this point! We thank the new company and since I was in here saw they had a 5 star rating with you as a mom and pop shop! Shouldve have looked here first, llcostly ****** learned!

  

  Business Response

  Date: 08/20/2024

  Hi ******************. I am terribly sorry for the disconnect and that you were not completely satisfied. I have reached out to the local office to get to the bottom of this and we will be reaching out ASAP to come to a resolution. 

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22103642
  
  I am rejecting this response because:

   

  Because your tech, try to charge me $8,000 for things that were not even wrong with my system. The compressor works perfectly fine All they did was replace the coil my system works great. So they wanted to charge me for a compressor and an air seal which neither would have fixed the problem because the coil was trashed. Because in the two maintenances that your company was supposed to come and do because of the free membership I got when I bought the system they never once pulled the door to the coil and cleaned the coil. And I know this because the tech that came out for the second opinion and did the work. Told me the peaky or pookie whatever it's called was still intact on that door from when the installer put it on. The response I want is $5,345 plus the interest that is what the repair bill cost that's what I want. And this matter will be settled that way I don't have to pay for this repair because you guys screwed me over in the first place by not putting the right size coil in it was a three-time coil and a 2-ton system. Then you put in the coil backwards. then your tech trying to tell me I wasn't in warranty. Well the guy has a room dealer that came out told me I wasn't in warranty because they were mismatched parts. So yeah the response I'm looking for is $5,345 plus interest!
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 09/06/2024

  Hi ******************. I spoke with the local office and ** regarding your complaint. The ** did see that we had a few recalls for your unit, but none since the end of last year and all that had be preformed prior to last service call in August were scheduled maintenance where our technicians will always advise of things that can help your system run much smoother. Additionally, it is expected that another company would tell you that we are not provided the correct service in an attempt to gain a new customer. I am more than happy to get a senior tech out to your home and the assistant general manager on the phone with you to ensure that everything that needs to be done is in fact being done and that you are being given the absolute correct information. 

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 22103642
  
  I am rejecting this response because: we already had another company fix the issue, which was completely different then what your tech said. Your tech said the compressor was bad, and needed to be replaced, and said he looked at the coil and it was fine. However the bank wanted a 2nd opinion and thank God, the compressor was good, the coil was wrong size for the unit, and installed backwards and never cleaned because the peaky or puky had never been cracked. I have pics of the coil and how dirty it was and more than likely why the family has been sick sick last June. 

  The other company replaced the coil, and replaced the condensation pump. Also the other coil had frozen and thawed so much in the 15 months the unit had been operational, and 6 of those months it was down because of winter time furnace use, oops but so many freeze thaws that the copper horseshoes on the coil had pin hole leaks and that was why the company had to come out 4 times to replace refrigerant! In those say 6-7 months of actual service. 

  That is why we are so upset with the service. If I would've paid 8600 to you to fix the compressor (that wasn't bad) you would've been out charging me another 5300 in 2 days because the coil that your tech said was good, froze up with in 5mins of the other company tech turning the unit on trying to give me some comfort during the hottest week of the summer! Had nothing to do with the filtration. Had everything to do with the wrong size coil for the unit!!

  *****************************

• Initial Complaint

  Date:07/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  February 2024 we contracted with One Source to replace our heating system in the amount of $35,500.00 for which they were paid in full. Part of the contract included three years of tune-*** and maintenance on our air conditioning and heating systems. Since May we have made 3 different appointments for our air conditioning tune--up and were home for the two hour windows they required and no one showed up or called

  

  Business Response

  Date: 07/23/2024

  Hi **************. I do see that we had to reschedule the maintenance and I do apologize for that, however, we did try to get in contact with you to confirm a new date/time and were unable to reach you or leave a voicemail. I will have the dispatch team reach out to you ASAP and get your on the schedule for a time that works best for you. 

• Initial Complaint

  Date:07/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid $8531 for a hot water heater the heater was install. The heater is electric they did not install the electrical system to run the heater and the water filiation system. I have no filter water and no hot water. I would like to have them complete the job or remove the water heater and cancel the contract.

  

  Business Response

  Date: 01/15/2025

  Hello, I will have a member of management right away to help resolve this issue for you. If you do not receive a response from them today please reach out to me at ****************************************************************************************** 

• Initial Complaint

  Date:06/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In November 2023, our furnace went out. We called the company that installed it only to find they had gone out of business and one source had purchased their leads. One source came out, told me the furnace was shot, and I payed $12k for a new unit, plus a membership that did maintenance on the unit, plumbing, and electrical. Specifically, we were told it covered clearing the pipe that runs to the city, as we need to have that done yearly to clear any roots that are growing.
  
  In February, I called to ask them to come out for the maintenance on the pipes. A time was scheduled for the following Monday. I stayed home from work, my wife took one of our dogs that can be aggressive to a daycare, and I waited their arrival. 30 minutes past the original arrival time, I received a call from one source to tell me their plumber had quit months prior, and they didn't have a new plumber yet so didn't have anyone to send. They told me my only recourse was to call another company to do the work I had already paid them to do.
  
  Another company came and serviced the line. My wife called to express her displeasure as well. She was promised a call back. No call came. She called again and was promised a call back. No call came. A 3rd call and failed promise. On the 4th attempt, she refused to get off the line until she spoke to someone. A manager, Dustin, repeatedly interrupted her while she was trying to explain the complaint. He then laughed when she asked about compensation for us having to pay another company to do the work they had already been paid to do.
  
  I left a Google review, and in May, Erin C***** responded saying we had been rude but she wanted to help. I reached out via email, she responded, we set up a time to call. At the conclusion of that call, Erin said she would follow up with the GM and the manager and call me back the following week. That was 3 weeks ago, and all emails and text messages go unanswered.
  
  This company has no ethics or integrity.

  

  Business Response

  Date: 06/14/2024

  Hi *********. I did speak with local management regarding the disconnect on the availability of the plumber we at one point had employed with our company. While I understand the frustration, we did not charge you for the scheduled visit and had our plumber been available you would have been required to pay for the service as you did to the company that was able to complete the service for you. I don't believe the request for us to pay a bill for work you needed to have done would constitute as reasonable. With that being said, I do want to find some sort of resolution and look forward to your response. 

  

  Business Response

  Date: 07/09/2024

  Hi *********. In good faith, we are willing to reimburse you the $180 once the paperwork necessary is completed. I will send it over to you shortly. 

  Customer Answer

  Date: 07/11/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  Erin C***** is in charge of these responses.  Erin C***** has been telling me to contact herself, despite knowing full well that she was actively ignoring my attempts to contact her.

  She did finally contact me yesterday, and after failing to call me back at the promised time (again), she called me this morning.

  The offer for resolution was $200 for me to remove my reviews.  An offer of $20 essentially for 6 months of headaches and frustrations trying to get refunded for an unneeded cost.

   

  I have sent them my counteroffer to update my reviews.  Otherwise, I'm still agreeable to the original request of $180 for me to not change my honest reviews available to the public, but to at least wash our hands of the he situation and go out separate ways.

  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had a technician come out to our home to provide a diagnosis of our HVAC. The technician told us we needed a whole new $15,000 unit and that ours was done for. Charged $119 for his opinion with no testing other than a gas meter (weird.).. got a second opinion and it was a 4 minute, $30 fix. It has been 97 degree outside, 85 degrees in my home with 4 children due to this technician trying to make a quick buck. Unacceptable to try to take advantage of people when they let you in their home and trust them as professionals. Contacted the business who was unable to promise me I would receive a call back or any type of follow up for that matter.

  

  Business Response

  Date: 02/10/2025

  Tell us why here...Hello, If you still need assistance on this matter please contact me at ********************************************** to aid in resolving this matter.

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new HVAC unit from One Source last year. They came to service it about a month ago. Three weeks later the unit was not cooling the house. I called to explain the issue. They sent an employee out to check out the issue. The employee said they broke the valve stem and the coolant leaked out. The employee said they would return in the morning to fix the valve and add coolant. They never showed back up. I called every day for almost a week as it is 85 degrees in my house now. The finally returned my call a week later and said the part is covered under warranty but I was responsible for the coolant price. They said the coolant was 2300 bucks but qould only charge me 800. The unit worked fine all year until they serviced it. I feel like this is a scam. I called other HVAC companies and they informed me that they have heard of this company doing these same tactics to others.

  

  Business Response

  Date: 02/10/2025

  .Hello, If you still need assistance on this matter please contact me at ********************************************** to aid in resolving this matter.

• Initial Complaint

  Date:05/15/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought a new furnace from One Source November 16, 2022. It has never worked properly from the beginning and we have been constantly calling them to fix the issue. We have called dozens of times and they continue sending technicians to try and diagnose the issues, many times no showing, other times coming to assess, but never coming up with a solution that works. We have now had two ******* where the furnace shuts off at night when it's at it's coldest. Nothing they have done has worked. It has been so long and we have been very patient with them. After complaining again last month, I told *******, the manager, that we cannot continue running in circles. He MUST offer an actual solution. He said that he needed to try one more thing and to allow him one more chance. The technician said that we will get a new furnace if it doesn't work. He did his work and, still, the furnace shuts down when it's cold. It shut down three nights in a row. The same technician now says that we will not get a new furnace. After speaking with *******, the manager, for the second time, he refuses to do anything but send more technicians to continue diagnosing. I reminded him of the agreement and he is disregarding that. It has been 18 months of a very stressful situation with One Source and we cannot go on like this anymore.At this point, we are requesting a full refund for the furnace of $9200 that has never worked properly. They can come retrieve it. We have had to bring out a different company to assess it. They said our original Trane system was the proper system for our house and One Source installed an inferior product, a *******, that does not work properly for our home. There are other instances where we have caught them lying to us so they have lost our trust. A refund is the only logical solution at this point.

  

  Business Response

  Date: 02/10/2025

  Hello, If you still need assistance on this matter please contact me at ********************************* to aid in resolving this matter.

  Customer Answer

  Date: 02/11/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  It took almost a year to respond?! And just the same generic answer to just “reach out.” Very poor. Just a “response” so you can check the box and report back to the owner that you “tried.” I have “reached out dozens of times and have been ignored for years. You, *******, and *******, the managers have ignored me and refuse to do anything about the lemon furnace you installed. If a furnace you installed hasn’t worked properly for years FROM THE BEGINNING, shouldn’t you do something about it? Every tech that ever came all did the same diagnostics with no results, for YEARS. When the outside temp gets below a certain temperature, the system shuts off. We still hover around our gas fireplace when it’s cold because we can’t afford to pay for a new system since we paid you thousands of dollars already for something that only works partially.  *******, the manager promised to come by personally three times and no showed EVERY TIME! I took work off to be there every time only to wait for yet, another no show from your company…not to mention all the other no shows from your techs that left us sitting there for hours, forced to reschedule over and over and over. If you have no answers for us and don’t know how to make the new system work properly, the only acceptable thing to do is to refund us so we can go elsewhere for a furnace that works. In the meantime, I will continue to share my terrible experience with One Source and hope that others will not fall victim to your business that scams people in vulnerable positions. The ball has always been in your court to fix this and still you refuse. You have my phone number, address, email, the many pages of the contract to protect you legally (which you have refused to give me). If you truly cared about this complaint, you would have come by now. If you suddenly care now, call me and actually show up. 
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 02/12/2025

  I will have someone from the local office reach out to you  today.  This complaint was not delivered to me on the platform until last week making me unaware of the issue. If someone does not reach out today please contact me at *********************************

  Customer Answer

  Date: 02/13/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Again, no one reached out to me today, like you said, and as usual. I’ll be waiting for you to do something as I have for a very long time. And I spoke to you last year and nothing was ever done. You can call me. 
  
  Sincerely,
  
  
  
  ****** ****

  

  Business Response

  Date: 02/26/2025

  Good Morning, Upon speaking to the GM of that division they did inform me that we did complete a furnace install. They also provided information that we offered an aeroseal to ensure the system would function properly but you refused that service. We did what we can from the install recall standpoint. Every technician recommended Aeroseal, and the customer always said no. . They informed me that they spoke with you numerus times and that  you are aware you need the Aeroseal but said we need to make the furnace work without it, those don't go hand in hand . The unit we installed is working as it is intended to, the issue is the duct system.

  Customer Answer

  Date: 02/26/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  This is not true. The first technician who couldn’t figure out the problem pressured me to buy Aeroseal, an additional cost of $6000 to sealthe ducts on my newer home, insisting this must be the reason for my furnace shutting off randomly. He was extremely rude and condescending, raising his voice at my wife and said if we didn’t buy the product, they would never come back. I called a different company because I felt I was being scammed. He put a camera through my ductwork and inspected it thoroughly, said the house is newer, ducts were in great shape, they weren’t even dirty, and did not see any reason to seal the ducts because there were no leaks. He even asked, “Was this One Source who told you this? Because they’re pressuring people to do this when it’s not necessary.”  The One Source technician who demanded it didn’t even look in the ducts, just wanted badly to sell us another product. Once I told the tech we had the ducts inspected and they were fine, it was NEVER mentioned again. He seemed embarrassed and he never returned. Other techs were sent from that point and they never mentioned Aeroseal again because the dishonesty was caught. You’re trying to pass the blame onto me for your faulty furnace. 
  The following One Source techs verified that it shuts off when it’s really cold because it overheats. It shuts off for three hours while it resets. One tech even promised that we would get a new furnace if it continued to malfunction. It continued to malfunction and no tech had answers. Once he spoke to management he backed out of his promise and said there was nothing he could do and he had no answers. Management then promised to come out, set up several appointments and no showed all of them. I have a written log of this if you’d like to see it. 
  

  
  Sincerely,
  
  
  
  ****** ****