Complaints

This profile includes complaints for One Choice Mechanical, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  One Choice Mechanical, LLC

  8611 National Tpke Fairdale, KY 40118

  
• 

  One Choice Mechanical, LLC

  P O Box 72728 Louisville, KY 40272

  

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:05/15/2025

  Type:Billing 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.

  I am filing a formal complaint against One Choice Mechanical (OCM) regarding unethical billing practices, improper HVAC installation, and failure to honor their labor warranty.
  The HVAC system was installed by OCM on May 25, 2023, at our Milton, KY Property. Their listed mailing address is **** *** *****, Louisville, KY 40272 and **** ******** ********, Fairdale, KY *****.
  
  Despite a 1-year labor warranty, OCM charged me $90 for services within the warranty period on 5/3/2025, failed to correct the root issue across multiple visits, and ultimately issued inflated invoice on 5/5/2025 for $330.50; Another misleading diagnostic and over inflated estimate on 5/13/2025 for $112.50 and $1046.00 respectively.
  
  After receiving a second opinion on 5/14/2025 from another licensed HVAC contractor, the problem was resolved promptly for a fraction of the cost ($135 only that included parts, labor and diagnosis as opposed to $1046 quoted by OCM).
  
  I am submitting a detailed letter outlining four specific complaints and requesting resolution, including disputed charges and a refund of $90, along with confirmation that no collection actions will be pursued for $330.50 and $112.50.
  
  Please find attached:
  • The full complaint letter
  • Supporting invoices and documentation
  • Including photo evidence of the improper installation from June 2023
  
  Thank you for your attention to this matter. I look forward to your assistance in resolving this fairly and swiftly.

  

  Business Response

  Date: 05/16/2025

  We acknowledge the inconvenience and frustration this situation has caused. Below is a summary addressing your concerns, which have also been reviewed via email correspondence.
  Complaint #1 – $90 Diagnostic Fee (5/3/24):
  Due to the delay in completing installation while awaiting electrical work, there was confusion about the start of labor warranty coverage. In good faith and to honor the warranty, we will refund the $90 diagnostic fee from May 3, 2024.
  Complaint #2 – $330.50 Charge (5/8/25):
  We regret the repeated p-trap issues and acknowledge that a more permanent fix could have been made earlier. To recognize this, we are waiving the $330.50 charge from May 8, 2025.
  Complaint #3 – $112.50 Diagnostic Fee (5/13/25):
  While our technician followed standard diagnostic procedures and offered a comprehensive long-term solution, we understand the frustration over the cost difference with another contractor. To resolve this amicably, we are waiving the $112.50 charge. For transparency, our full quote (including parts, labor, and diagnosis) was $173 for the 45/5 capacitor they replaced.
  Complaint #4 – Installation Timeline:
  We understand concerns over the timeline to achieve full operation of the equipment. A key factor was the lack of electrical connection necessary to complete startup which prompted the confusion around the start of the labor warranty coverage as well. Despite this, we’ve returned to the property three times at no charge to support proper system function and uphold our service commitment.

  
  Summary of Actions:
  The $90 diagnostic fee from 5/3/24 will be refunded.
  The $330.50 (5/8/25) and $112.50 (5/13/25) charges will be waived.
  Your account will reflect these changes, and no further billing or collections will occur related to them.
  Thank you for your patience. We hope this resolution reflects our commitment to service and customer satisfaction.

  
  

  Customer Answer

  Date: 05/19/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *****
  

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/29/2025

  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.

  Work done in late summer, left air on. Went in fall to turn to heat, no function at all. Called One Choice said they'd have to charge me a service run even though the heat worked just fine bf. I felt that was unfair, so I waited. I then called back and spoke to ******* again. We agreed that if it was related I'd be charged nothing. **** (repair) came out. He had to take the thermostat apart, move some wiring, and it began working (I snapped a photo). He then tells me that another part needs replacing, but he could get it to work "for now"! During work some duck work was reworked, a return moved, and a new slot for a filter put in. I pulled the filter while **** was there and we both noted an interesting small square (about an 1/8 the size of the filter where the air was flowing back though the return). Per **** (repair) that was not good (correct), and a larger return area is needed. Then I tried to insert the new filter and the slit opening is so rough that it will not slid in. **** could not get it to slid in either! **** was to report all of this, and someone from the office to call and schedule these changes. 1/14/25 * ******* spk to ******* (office). Per *******: Install team and **** will come back. **** out for training this week. Field mgr will get with **** to discuss, **** to redo job week of 1/20/25. NEVER heard from anyone. 1/28/25 * ****pm spk to ****** per ***** *** (office mgr) was on phone with owner ******* and both where going to call me on a connected line. It is now 3:26, and I've had NO phone call.

  

  Business Response

  Date: 01/29/2025

  We appreciate your feedback and sincerely apologize for any delays in communication. The  satisfaction of the community we serve is our top priority, and we have taken steps to improve our follow-up process to prevent this issue in the future.
  We’re pleased to confirm that our supervisor has handled your request already and setup a time to meet with you about the issues in your system to ensure everything is properly addressed. Our team is committed to making this right, and we appreciate your patience.
  If you have any further concerns, please don’t hesitate to reach out. Thank you for choosing One Choice Mechanical!

• Initial Complaint

  Date:02/07/2024

  Type:Billing 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 1/15/24 One Choice Mechanical did a service run to my house to see why my furnace wasn't working. The technician said the problem was a clogged filter and he took the filter out. He didn't have another filter to put in so he just left the filter out. He said I would only be charged for the time it took to change the filter. When I received the bill, they charged me $263. $90 for the service run (which I don't mind paying) and $173 to change the filter. I called them and explained that I thought the charge was excessive and that I didn't feel I should pay the full amount because he didn't provide the full service that I was charged for (I wouldn't have said anything if the charge had been reasonable). Instead of providing a filter and putting it back in he only pulled the filter out (he was at my house for 11 minutes total). When I called back they changed their story and said he cleaned the flame sensor and that's why I was charged $173. I explained I didn't give him permission to perform that service and if he would've told me how much it cost I would've declined (my furnace is 4 months old and didn't need it). On the second page of the invoice it says:
  
  "I have been informed of the work to be performed by ***** ****** and its cost shown above. I agree to this total and to payment of that amount according to the following terms:"
  
  Where a signature should be it is marked "N/A."
  
  I have been nice about this and called 5 different times to try to come to an agreement. The last 3 times I was told they would adjust my invoice but yesterday I was told they wouldn't and were demanding full payment. I don't mind paying the $90 service run charge and a reasonable charge for pulling out the filter, but being charged $173 for someone doing 1 minute of work and only doing 1/3 of the work that I was charged for is unreasonable.
  
  Thank you for looking into this

  

  Business Response

  Date: 02/08/2024

  Thank you for your feedback on your recent experience with OCM. We value all input as it aids in improving our services. We apologize for any confusion during your appointment. To explain, we scheduled your appointment to match the special pricing structure provided to your company, resulting in a misunderstanding about approval protocols for work. Our technician, assuming your father was a tenant, proceeded without informing him, as per our standard procedures with any work under the set dollar amount. We regret this oversight and any dissatisfaction with our pricing. We appreciate your patience and commitment to resolving concerns. Feel free to contact our customer service line at ***** ******** for further discussion. We're grateful you brought this to our attention and hope to serve you better in the future!

• Initial Complaint

  Date:08/15/2022

  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.

  Hired Choice One (C1) to install 2 new units at a house on ******** Pl. During renovations, the house has remained vacant. Units have been installed but delayed the upstairs unit & install is not complete. 9/2021, C1 informed me that no power to the upstairs unit. On 10/8/21, I notified to my electrician (****). Wire was purchased & installed & C1 was notified. I scheduled another meeting on 11/11/22 for both contractors. C1 tech claimed that there is still no power. **** explained that power is present & to use a meter. C1 explained he didn't have one. **** allowed C1 to use his. At that point, C1 confirmed power but the unit's panel indicated failure(s). C1 needs to return & make corrections & start the unit. I assumed C1 returned & completed.
  8/1/22 my realtor called showing the home & the upstairs unit isn't cooling. I notified C1 & scheduled C1 to correct. 8/3, the buyer had a home inspection & saw C1 working on the upstairs unit.
  8/4/22- 3:00 pm I walked into the main room, 2nd BR & basement flooded. Drywall on 1st & 2nd floors was falling. I immediately called C1. They said that they would have someone there later that evening. I expressed that the floors were soaked & needed immediate attention. 6:00 pm both the **** ***. & Owner ******* of C1 arrived. Unit was corrected by C1 ***** & would have damaged repairs start tomorrow. 8/5/22- I met the repair tech. Said he could not start because the “repaired” unit continued to leak all night (no plug in drain pan) causing additional damage. Later, C1-***** sent me a text that he would only fixing the ceilings because they were not notified that the unit needed a "startup". NOTE, the work order specifically states Start up & completion. Several failures by C1 techs & the owner occurred causing the stated damage. To date only the ceilings have been repaired but the upstairs unit has not been turned back on with no response or returned calls or text after additional requested floor repair.

  

  Business Response

  Date: 09/16/2022

  We are very glad that the resolution to this issue provided enough satisfaction that you attempted to withdraw your complaint from BBB, even though they would not allow you to remove your own words. We will use this job for future training measures to ensure it does not happen again. We apologize for the inconvenience but again are very glad that the resolution met your expectations for the situation. We look forward to continuing our relationship with you.