Complaints

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• Initial Complaint

  Date:08/06/2025

  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.

  Date = 12/23/2024 Money = $12,388.19 1. 1Source was to provide a *** Master Elite Certified installed roof, as claimed and advertised on their website and verbally in person.2. 1Source was also required to complete the roof replacement without damaging our home.3. The quality of their work on my roof is beyond unacceptable sloppy, unprofessional, and clearly incompetent. It does not meet any GAF basic installation requirements.4. 1Source returned to my home one time on 12/31/2024 to repair a leak and caused additional extensive damage to my home.5. A roof inspection was performed on 1/24/2025 by *************** Specialists, a GAF Master Elite Certified. with 20 years experience. The professional opinion was the roof was below ANY ACCEPTABLE STANDARD for any ********** GAF *** roof system and the only remedy is to replace the roof to proper standards and industry practices. The home is in danger from wind, wildlife and water, which could cause significant damages.6. I would like to provide the full inspection report, complete with pictures supporting the problem. The file is too large to upload here, however, I have provided pages 1, 2 and 42 of the inspectors report.

  

  Business Response

  Date: 08/14/2025

  Good Afternoon,

  We take all customer concerns seriously and have made multiple attempts to address and resolve the issues raised by this client. All correspondence received from the clients attorney has been provided to our legal counsel, who will respond as he deems necessary.

  
  Prior to the client engaging legal representation, our team made every effort to work directly with her to find a satisfactory resolution. It is our understanding that the client chose to discontinue direct communication with our company and instead pursue legal action.

  
  As this matter is now in the hands of our respective attorneys, we will continue to follow the appropriate legal process to bring this matter to a resolution.

  Customer Answer

  Date: 08/19/2025

   
  Complaint: 23711582
  
  I am rejecting this response because:

  I respectfully reject this reply from 1Source Home Solutions, LLC (and their parent company 1Source Industries and their Division 1Source Roofing and Construction same people same location)

  1Source Home Solutions, LLC was notified of my dissatisfaction on the date the roof was done Dec. 23, 2024, and multiple additional times in December and January. On Dec.23, 2024 at the end of the day, it was almost dark, and I pointed out to 1Source representative (******) the 2-inch nail through the bottom of the gutter and the valley shingles protruding into the air which he took pictures of.  No one with 1Source ever addressed these items. 1Source said the crew would return on Dec. 24th (the following day) to complete clean up. That never happened and several other dates to clean up were scheduled and they also never happened.   By the end of December, we were aware that the original leak in the roof was still there and 1Source scheduled again on Dec 31, 2024

  
  I gave 1Source the opportunity to help me with the problems on my roof, and they finally kept the appointment on Dec. 31, 2024. The 1Source crew showed up without the supplies (no shingles) needed and no supervision to address only two of the many issues, the leak that remained after their work and to finish clean-up.  On that day, the 1Source crew caused tremendous additional damage to my home. It was a horrifying thing to witness.

  
  I expressed my concerns throughout this day about the lack of supervision and actions of the crew. My concerns included the actions on my roof and in their cleaning efforts. I was repeatedly dismissed at every turn by multiple 1Source representatives.  (both ***** in person and **** by text) They disputed what I saw with my own eyes and did not care about my concerns regarding their crew.  In my horror and concern, I pleaded with ***** to take care as our home was our biggest asset. I expressed that my husband and I have worked very hard in our lives to maintain and care for this home for the last 25 years. He was dismissive,and kind of scoffed at me, saying that was true of everyone. He also said, This was construction.  It was a dismissive statement, and as someone who spent 14 months constructing this home with our builder, I recognized what was happening in front of my eyes as complete destruction. 
  

  As 1Source failed to exercise care during the reroof on Dec 23rd, black marks from falling roof debris became imbedded in the hard coat stucco. The full picture of what was done by 1Sources cleaning on Dec.31st became apparent the following day, after the hard coat stucco dried. The color was permanently removed from my hard coat stucco using goo gone graffiti remover. My homes hard coat color siding was destroyed.

  
  I observed the damage 1Source caused to my home on the two dates above, and the way my concerns were dismissed. I now recognized 1Source Home Solutions, LLC is not capable of taking care on the job site, not able to recognize the problems, nor competent enough to execute the tasks required to repair the damage they caused to my home.
  

  If a company is honorable in dealings with their customers,they inform you when they cause damage while working on your home. Honorable businesses participate in liability claims on their insurance to repair the damage they cause, as this is the purpose of liability insurance.
  

  No one with 1Source Home Solutions, LLC had the decency to inform me that they bent and destroyed my gutters (leaving leaking gutters all around my home and someone on their crew using a nail gun, left a very long nail protruding through the bottom of the gutter with water dripping out),destroyed my animal exclusion barrier (leaving open gaps for animals to enter my roof) or that they knocked stone off the back of my chimney. Their workmanship left valley shingles that were misaligned and protruding up in the air, along with broken, and torn holes in the new shingles and permanent red marker on the shingles still visible 8 months after and probably visible forever.After 1Source replaced the roof, I discovered water leaking into my bedroom ceiling, over my bed. Throughout the months of December 2024 and January 2025,  I conveyed my dissatisfaction to 1Source representatives.
  

  1Source Home Solutions, LLC does not take customer concerns seriously as they claimed in their response to the BBB.  No one with 1Source ever inspected the work done by their crew to make sure the roof was installed properly, or to review the resulting damage they caused to my roof and home, inside and out.
  

  My concerns were met with a you file for the gutter damage on your homeowners insurance.  I pointed out the damage was caused by 1Sources crew and should be covered by their liability insurance, I got a Well see as the representative (*****) abruptly left my home before we got to review any of the other damage. The other remark I was given about the misaligned shingles and what is to be done, (*****) Ill check an online blog to see what should be done. These comments from a company that advertises and claims to be a *** Master Elite Certified contractor,caused great doubt regarding that certification.
  

  By January 2025, I was so alarmed by the state of my roof, I hired a GAF Master Elite roof inspector with *************************************************************************************************** addition to the damage I could see, there was much more damage uncovered during the inspection. My three copper roofs were destroyed along with my six copper roof vents. He found open holes in the flashing behind both chimneys. The shingles are not properly aligned to prevent leaks, nor do they have sufficient or proper nailing throughout the entire roof. The roof ventilation was decreased,not improved as code requires. The inspectors recommendation to restore the roof, and protect the structure from additional damage, is a total roof replacement.
  

  Due to the results of the roof inspection, the devastation and extent of damage these GAF Master Elite Certified contractors caused to my home, and the way they disregarded and dismissed my concerns, I contacted my attorney. I was hoping 1Source would respect my concerns if expressed by letter through my attorney.
  
  My attorney correspondence with 1Source had simple requests to resolve these issues:
  
  1.Refund of my deposit paid.
  2.Notify their insurance company about the damage they caused to my home. initiating my claim
  3. Reimbursement for the roof inspection. as this was only needed due to 1Source failure to perform a professional roof installation
  
  My attorney sent the inspection report along with a letter to 1Source in February 2025 with the simple requests listed above.  There was NO RESPONSE from 1Source or their attorney whatsoever, after giving them sufficient time to respond. In June 2025, my attorney sent another letter and the simple requests as stated above along with a list of the damage (over $200,000) discovered to date.  Again, there was NO RESPONSE from 1Source or their attorney whatsoever, after giving them sufficient time to respond.

  
  1Source Home Solutions, LLC is demonstrating how they are not taking my concerns seriously again by their response to the BBB.  They claim that their attorney is handling this matter and that they will follow appropriate legal process to bring this matter to a resolution.

  
  A letter from an attorney is not legal action.  The letter sent by my attorney is considered formal communication intended to reach a resolution. The roof inspection report was also shared, as no one from 1Source Home Solutions, LLC cared to inspect their crews work. Just in case 1Source has forgotten the damage they caused, here is an online link to the inspection report:  
  *****************************************************************************************************************************************************************************************************************************************************************************************************************************;
  
  Furthermore, attorneys dont take the actions they deem necessary as stated by the 1Source response to the BBB.  Attorneys provide legal guidance and make recommendations; the client always decides what actions are taken.
  

  If I read it correctly, the BBB response offered by 1Source Home Solutions, LLC seems to indicate they either think legal action has been initiated (which is not the case), or that they would prefer some sort of legal action.  Just because a customer corresponds through an attorney does not mean legal action must follow.  I have completed my efforts to obtain a resolution with 1Source through my attorney and have concluded my engagement with him on this matter.
  

  I cannot stress enough, I have initiated many contacts with this company to resolve our dispute and the response chosen by 1Source Home Solutions, LLC at every opportunity is TOTAL AVOIDANCE.
  

  1Source Home Solutions, LLC failed to fulfil their contractual obligation under the signed contract. The entire time I was communicating my concerns and dissatisfaction with the condition of my roof and home to this company, 1Source is reporting to my insurance company (on January 7th)that I was totally satisfied and happy with all work done.  They also attempted to claim against my homeowners insurance for the gutters, downspouts and animal barrier that they destroyed. This shameful action was exceedingly deceitful of them.
  

  It seems that 1Source has given the Better Business Bureau an answer that matches what I have come to realize in dealing with this company.Their normal course of business is to utilize deceptive and unfair business practices and avoid responsibility.
  

  They used deception to secure my agreement to contract with them - claiming they are qualified to do the work and have verifiable liability insurance available should they cause damage. When their failure to fulfil the contract is obvious and undeniable as explained in the roof inspection report, they unfairly evade responsibility for the damage they caused.
  

  The solution I would find acceptable is the same simple solution, and I would include one additional item,number 4 below.
  
  1. Refund of my deposit paid.
  2. Notify their liability insurance company that they caused damage to my home.
  3. Reimbursement for the roof inspection
  4. Reimbursement of my attorneys fees as I would not have needed my attorney to communicate with ****** had their representatives taken my concerns seriously and respected my many attempts to resolve these issues with them directly.
  
   Many thanks to the BBB for facilitating this correspondence and allowing consumers to fully appreciate the result of my dealings with this company.
  
  Sincerely,
  
  **** *****