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:09/07/2022

  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.

  New swamp cooler installed 8/25/2022. Called the following day due to a tripped breaker. The office staff said they couldnt get someone out until 9/1/2022. When my husband, ****, tested it the evening of 9/1, ****** came out of the thermostat. He immediately called and someone came out Friday afternoon and left a mess where they working inside the house. Sunday 9/4/2022 we found out the unit was still not working. We again called the company and had an appointment set for 9/5/2022 between 3-5pm. At 3:06om on 9/5 we received a text saying they would be out the following day. We had taken off work to be there and they rescheduled during the time they originally said they would be there. It has been just about 2 weeks from the install and we still dont have a working unit. We paid $6,000. The invoice says they would pull permits, but we havent received any of those permits. They also cant spell our names correctly or get an email to us after they promised they would. We would like a working unit or a full refund, and we need all permits pulled and an inspection on the work done to ensure we have a working, safe unit.

  

  Business Response

  Date: 09/12/2022

  Good Morning *******, My team had informed me that reached out last week and left a voicemail to resolve this. I reached out again this morning to follow up and to ask them to reach out again today to the number you have provided on the BBB  complaint. 

• Initial Complaint

  Date:08/19/2022

  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 bought a new AC and furnace this summer. I went with OneSource because they get decent reviews and claimed to do it quickly. I've never been so wrong.I'm now almost 6 weeks from the initial installation. Where do I start? They told me that my leak was caused by the old condenser freezing and sending water into the vents. 4 technician visits later and I finally find out that it is a cracked drain pipe.The new unit was installed on old copper coolant line that freezes up and leaks into my walls. I have new water damage from their botched installation. I pulled back some of the trim and I now have black mold.The competitive structure of their 3 teams (plumbing, hvac and electric) prioritizes sales over fixing problems. This also discourages the teams from sharing critical information about jobs.4 times they have scheduled a service call without giving me notice, during hours that I have told them I am unavailable. I've also had technicians no show 3 or 4 times now.AND GET THIS: yesterday I overhead the plumber talking to his supervisor, saying that someone needed to come troubleshoot and make a plan to finish the installation. His supervisor screamed at him over the phone loud enough that I could hear the conversation in the other room with the ** on. So when the plumber asked for help solving the problem his supervisor said "dont you f***ing talk to me that way, I'll break your f***ing face you stupid b**ch." That supervisor's name is **************They don't fix problems. Their teams don't collaborate on troubleshooting. They will upsell you a new system before they try to learn the cause of the problem. They verbally abuse their employees. They don't keep their appointments. They don't want to work around your schedule.I have no AC and new water damage and black mold. Ive been sleeping on my couch because of the holes in my bedroom walls. I'm hiring an attorney. What a truly awful company.

  

  Business Response

  Date: 08/20/2022

  We sincerely apologize and management will be contacting you to discuss.

• Initial Complaint

  Date:08/16/2022

  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.

  Hello,We were looking to get ** installed in our house, so we set up some quotes. The first one to arrive was One Source Home Improvement on 6/15. Among other things they told us that:- We would have the ** up and running by that Friday 6/17 - They would give us a 200 amp breaker box for the price of a 150 (we had to get the box replaced as part of the job)- We would get free inclusion on their *************** for 5 years so that people would show up to service and maintain our furnace/**/water heater for free This was all going to be for around $18,000 which we would have to finance, so we agreed to the financing on 6/15 and cancelled our other quotes. They did show up on 6/16 to install the ** unit, and did a great job. Then they said the electrician would be out the next day 6/17 to finish everything up. An electrician did show up on 6/17, but seemed unaware of what he was going to be doing, needed to pick up a breaker box, and then said he would be back on Monday 6/20 to finish everything up. Then we didn't hear from anyone for a while, so we called in to see what was going on. They said that the electrician crew all got COVID, but we would be rescheduled as soon as possible and were at the top of the list. Now we don't hear from anyone for a few weeks, so I call back and we're put on the schedule for 7/21. Kind of upset we weren't called back at this point, but still within reason. Then, no one shows up on 7/21, so I call in again, and learn that no one has been assigned to our job, and we should reschedule. Then we're set up for 8/8, and the same thing happens again. Now I find out that they have used all of their breaker boxes and are waiting for new ones - even though we were "top of the list". We still don't have ** as of 8/15. I've used their contact form 3 times asking for refund/cancellation options, and every time we call for a manager there isn't one available to talk to us. We want a refund, or the job done at a discounted rate.

  

  Business Response

  Date: 08/20/2022

  Hello, a member of management will be reaching out to discuss