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:01/29/2025

  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.

  December ******* The cost $54,000.00. I bought a new electrical heating system in August 2022. I have complained about the temperature dropping in my house every time the weather drops down to 40 degrees.They would come out and say we couldnt find anything wrong.They walk around checking the units and then the units would work until the next winter. I have called the company everyday with no response to my complaints today 1/23/2025 Im still without heat the temperature in my home is40 degrees and I cant leave my bedroom because its so cold I cant tolerate how cold it ***** ********************************************************************************************* flu. Could potentially go into respiratory distress and could potentially die. I continue to call without any resolution. Im told all we can do is wait on the ******* in other words to bad.

  

  Business Response

  Date: 01/29/2025

  We have worked diligently to help Ms. ******* She has called out 10 times since the installation. Each time we arrive the temperature in the house is 75 degrees or higher. The last time we were out on 12/17/2024 the technician found that the thermistor was not reading the outdoor coil temperature , recommended replacement. Ms. ****** agreed, signed an estimate & an appointment was booked. While the part was still under warranty the labor warranty had expired. Ms. ****** called the office to say she did NOT want to pay for the thermistor replacement. Because Ms. ****** called the office to cancel the part was not ordered. Ms. ****** later called the office to say she had decided to move forward with the repair. The part was then ordered, we are currently waiting for delivery. We will return as soon as we have the part. 

  Customer Answer

  Date: 02/04/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******.d.

   

   

  Customer Answer

  Date: 02/06/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I replied that I refuse everything Trust 1 says. The ***le company is a bunch of liars. First of  all, they have not been out to my home 10 times. they've only been out here 3 times and never found a problem. Each year as soon as the first snowfall or the first drop in temperature the heating units would stop blowing air and the room would be cold, they would then say what is the thermometer reading, sometimes it would read 70 degrees which is what it would be reading at that time. They would walk around looking at the heating units in the home and say there's nothing wrong with them. Never did they look at the condenser or place their hands near the vents to feel just how much air was blowing out. This went on for 2 years and finally on 12/17/2025 one of their technicians found this thermostatic outside, he said that the thermostatic wasn't picking up how cold it was inside of the house and the thermometer read 70 degrees. When actually it was more like 50 degrees in my home. I called Trust 1 and spoke to *****, one of the customer service representatives, to report what their technician said about the part. She told me that the part wasn't covered by the warranty and that I would have to pay $457.00. I refused to pay anything since if this really was the problem it would have been the same problem when it was under warranty and therefore they should cover the part. She said, well if you want heat then you'll pay for the part I refused. I called America Home Warranty (AHW) *** sent out the ******* Oil Company. I sent you a copy of their voice.
   I also sent text messages showing a conversation between me and ***** customer service representative. I have not had heat in my home since 12/17/2024 until the current date 2/4/2025. I have called Trust 1 everyday. The majority of the time I reach ***** *** responds to all of the calls and she refuses to forward calls to her supervisor *** happens to be ****. He never returns any of my calls,not until I notify BBB and he then res[ponded that I was lying that they have sent someone out every time I complain which is a lie. They promised me that the parts were supposed to arrive on December ******* which still hasn't come. The last time I called **** said that it's going to be another two weeks. I laughed and told him that's unacceptable then he blamed not getting the part on the manufacturer. I have nothing else to do with this company. 
  To stall this matter I want brand units from super save at their expense, I also feel they should pay off the units that I took out a loan for. I'm also seeking compensation for the pain and agony that I endured for 2 months I had to live in my bedroom with n electric heater and electric blanket due to the temperature of 30 - 40 degrees I have a compromised immune system that can't fight off cold, flu, viruses or bacteria which I explained to ***** the doctor *** told me that the only way I can catch a cold is by coming in direct contact with germ. Since the employees at Trust 1 have law degrees, medical degrees then they know exactly what I'm looking for compensation. If we can't reach reasonable solution then I want a lawyer *** will represent me in this matter.

   

  Here are pictures of the thermostat in my house on those days when the temperature outside was **** 20 degrees. 

  

  Business Response

  Date: 02/06/2025

  We have scheduled 2 appointments with Ms. ****** to resolve this matter. She rescheduled both. We cannot continue to book appointments, reschedule or have Ms. ****** not be home. As previously stated we have worked diligently to resolve this matter. 

  Customer Answer

  Date: 02/10/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******.d.

   

   

• Initial Complaint

  Date:10/21/2024

  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.

  Feb 2024 had heat pump, hot water tank, sump pump, and thermostat installed. Have made 28 phone calls in last 10 months trying to get ******* (owner) to call me back, ******** (customer ****************** never called back despite dozen messages left.1) **** (employee) sat in my living room, called Eversource, and then apparently lied about coverage of expense via rebates. Had me submit to ***** Said got both rebate from state and municipality. Wouldn't have bought system had he not said rebate covered. Chasing rebate for 10 months and email today by ****** (not even courtesy of phone call) that not getting rebate after which she dodged call leaving office. Told verbally multiple times, and have prior written correspondence in August and October that it was check coming. 2) Subcontractor electrician installed wifi thermostat and disabled stovetop by siphoning amperage. Day of sale, **** admitted he made error on paperwork but said he'd fix and be sure right one installed (didn't redo order because said didn't want to get in trouble with boss). Electricians did not install proper thermostat so stovetop rendered useless and 10 months feeding my kids from microwave. Paid out of pocket to have appliance company come out to say electricians broke it (easily fixed if just restored the amperage). I had to contact electricians because ******* unwilling to as he didn't understand how they could have broken it. I had to consult master electricians to gather understanding.3) Town inspector confirmed lesser quality hot water tank installed. 4) Cost more now than oil. ********* text was get solar to defray cost (10 yr ROI)5) Employee Rocky willing to pump oil out of tank and give to his family for free.6) Quality person (****) was supposed to have called me after install to make sure everything went according to plan. ******* said has recording but no recording ever presented because no call occurred.7) Can't enact 1 year guarantee because they threw away old system.

  

  Business Response

  Date: 10/22/2024

  I would like to start by thanking you for taking the time to provide your feedback. As I built this organization from the ground up, we have earned our positive reputation by doing the right thing by our employees, customers, and the community. As contractors, our primary goal is to help our consumers, which we have a positive track record of doing.The timeline of service is as follows:On January 26th, 2024,  ****, our comfort advisor, went out to ***** ******* home to go all electric by providing an estimate for a whole home heat pump and heat pump water heater. ***** decided to move forward with us on the spot. In the quote, it specifically says the system qualifies for a $2,000 tax credit and $10,000 rebate. This is in writing on an estimate ***** had signed. Between January 31st and February 1st, 2024, We installed ******* new heat pump system, sump pump, and water heater. We removed an old 40 gallon electric standard water heater and installed a new 50 gallon heat pump water heater, which is a significantly more expensive and nicer quality option.On March 13th and March 14th, 2024, ***** reached out to us and said we left a mess in her house and broke her stove. I tried calling and it went to voicemail.I would like to start by thanking you for taking the time to provide your feedback. As I built this organization from the ground up, we have earned our positive reputation by doing the right thing by our employees, customers, and the community. As contractors, our primary goal is to help our consumers, which we have a positive track record of doing.The timeline of service is as follows:On January 26th, 2024,  ****, our comfort advisor, went out to ***** ******* home to go all electric by providing an estimate for a whole home heat pump and heat pump water heater. ***** decided to move forward with us on the spot. In the quote, it specifically says the system qualifies for a $2,000 tax credit and $10,000 rebate. This is in writing on an estimate ***** had signed. Between January 31st and February 1st, 2024, We installed ******* new heat pump system, sump pump, and water heater. We removed an old 40 gallon electric standard water heater and installed a new 50 gallon heat pump water heater, which is a significantly more expensive and nicer quality option.On March 13th and March 14th, 2024, ***** reached out to us and said we left a mess in her house and broke her stove. I tried calling and it went to voicemail.The following is all of the text exchanges between myself and *****:Trust One: Hi *****, I apologize for everything that has happened. Out of curiosity, is there any reason why this wasn't mentioned when ****, our install manager, called you to make sure you were happy and nothing was said. We will make it right either way. Also, we submit your rebates for you. *****: (a) don't check personal email during work day. Was told I should've had a phone call so wasn't expecting email, (b) service was rendered on 2/1 but no follow up until month later even when team knew there was problem before left my house, (c) mentioned it again to guy who came back for photos and model *s, (d) I filed a contact form on a website saying problem, (e) responded to invoice email saying problem, (f) electrical subcontractor should've reported, they told me they've seen before and would just recycle on its own. *** there was also a lot of trash left. I dumped two bags and there is still an old AC panel. Just seems like whoever was supposed to wrap up on the job, didn't do a great job. Disappointing since I was so pleased and gave a great review on the sales process. Trust One: I don't wanna go back to fourth with you about this. But I know **** had talked to you about the electric stove. Him and you talked about having an appliance company coming out to take a look at it. I have the recorded conversation that I listened to to verify. I have never seen a contact form, I will check with our marketing team to see if our website forms are broken. Is there trash there still? If so, I will have someone come by and do a thorough cleaning. I'm very sorry as this is not how we conduct business. We will 100% never use those electricians again because they clearly didn't make us look good. If you paid to get rid of the trash we will absolutely pay for that and additional cost for the time and aggravation of that situation. *****: I don't know who **** is, maybe I don't have the right name? No I took care of the trash. Trust One: What do we need to do for you to make this right? I know sorry doesn't make the situation right, but I am sorry about the situation and take full responsibility for the cleanliness of the home. *****: Not trying to be a pain in the ****. Lot going on w: my ****** daughter and dad so I sent contact after biz hours. I think *** was here, not ****. *** is a redhead and I did mention him when he came back but I never got a call or anything. Clearly you have a process. I think it just broke down with the subs. Trust One: When's a good date and time for you?*****: I wfh so most days but prefer M, W, F I can also make another call to ****. It's just not restring like they thought and if it's blown for whatever reason I don't want to pay to repair or replace when working fine before I'm jumping on work call but will check text in a little while. Trust One:  I would try just to have **** come out and provide a estimate at least. Then if it is not an appliance issue we will absolutely send an electrician. But it's hard to think that installing a heat pump or having a heat pump installed would blow up your stove . *****: They did a lot of electrical work and were looking at primary and sun panels, they ran wires and cut out my wall to pull them so I can only imagine they disconnected something to get an available breaker. Idk ?????Trust One: Yeah Im not Sure
  
  *****: Finally was able to get a Yale appliance here and apparently wiring messed up so the cooktop has power but reduced voltage. They think the electrician connected wrong in panel - usually white to neutral
  
  Trust One: Hi *****, I will get with the electrician's and make sure they take care of this
  I spoke to the electrician he had mentioned he spent 3 hours at your home. If you look up your specific stove they are know for bad control boards on the stove
  
  *****: No, the stove was working fine before. The **** tech showed me the amperage on a multimeter, whereas the electrician only showed on/off for power, not how many amps. They had to pull wires for a Wi-Fi thermostat I wasn't supposed to even get (it was discussed at the sale that I was fine without Wi-Fi). I also want to discuss how loud this is compared to my oil burner which **** commented on voluntarily said would be quieter and has to be 3-5x louder. And the kicker, my electric bill doubled. The electric company called because they were concerned it was not properly sized. I'd like a call from the owner tomorrow (Wednesday). Gave great review on sales process and to be honest feeling duped. ************
  
  Trust One: Hi *****, This is the owner. We can remove the wifi thermostat if you do not want the wifi thermostat. Traditionally the systems are quieter, I'm not sure how your ductwork is set up but the fan can be adjusted. As far as the electric bill goes the system is all electric. It uses electricity to heat so that is very common for your electric bill to double. The point is to not have a oil bill anymore. We also do not control the electric utility companies pricing. If you'd like, I'd happily connect you with my friend who works for sunrun who can get you solar for no cost. I have all electric for heating at my house and my electric bill is $185 Every month. As far as the stove goes this is what the electricians are telling me. i can send them back out if you'd like
  
  *****: Yes that would be helpful. However then with heat and AC I now have a $700+ month bill year round vs oil at $600 for only four months per year. I was told this would be cheaper overall. Doesn't seem so plus we've had thermostat at 62 since install which is especially cool for my ****** kids. Maybe best to remove the Wi-Fi (even after multiple wall/ceiling holes) more concerned about stove and yes pls send electrician out. They consumed additional breakers to get required amperage for thermostat. **** also said they may have improperly terminated wire because wire nut white and may have assume neutral which normally is but not in this case
  Was never supposed to have Wi-Fi thermo I told your sales guy I didn't care about that, especially when he mentioned extra wiring. He submitted by accident but realized after sent and said he'd fix on paperwork. Only became issue when breakers/amperage consumed. I have master electrician in family if you want me to ask them to be here to show your electricians
  
  Trust One: ******** is my friend who works at sun run. His number is ******. He can take care of you, He's great. I use ******* for solar at my personal home. I will coordinate the electrician to go back
  4/18/24 Next Thursday the electrician can come out. Does that work for you ? He will look at the stove and change the thermostat over to a traditional Thermostat
  
  
  *****: Sure, that works
  Trust One: Confirmed
  He will be there around 2:30pm
  *****: Great thank you
  Trust One: Hi *****, I talked to the electrician and he said and i quote " i called her twice and got no response" "same thing happened initially when we first went to the job"
  *****: Oh really - here is my call log. And electricians didn't call my house. Which electrician? I have ****** * in my phone and nothing on call log. And nothing that I could identify for other guy (**** I think was his name)
  Trust One: **** said he called you 3 times. He had sent me a screenshot. I can email it if you'd like. For some reason pictures don't show here
  *****: (sends call log)
  No stove still and I have ****** kids here that I need this fixed. Also can you tell me how to lower fan as still way loud as compared to oil burner
  Trust One: (tried calling ***** and the electrician tried calling)
  *****: Sorry, I can't talk right now
  
  Post text communications:
  I have since received 38 phone calls from *****. The shortest phone call was 38 seconds, and the longest was 15 minutes 43 seconds. All of these calls were monitored and recorded for training purposes.

  Resolution:
  Trust One has been extremely responsive to ***** this entire time, including myself and the entirety of the management team. We have documentation of all communication between myself and team members which shows ***** has not let us in her home, answered the phone, or answered her door when we have tried to reach out. Since the initial installation, ***** has received the rebate for her heat pump system, received the traditional thermostat she wanted, and has an improved water heater. We have sent an electrician out regarding the issues with her stove who confirmed the issue stems from a bad control board which has been known to fail, and not by us.
  
  Many of ******* primary grievances are out of our organization's control. It is common and natural for the price of an electric bill to fluctuate when using electric heat. We have aimed to resolve ******* grievances to the best of our capabilities. We have a guarantee at which we offered to remove the entire heat system and offer a refund, but ***** interpreted the guarantee as meaning she could keep the heating system and receive a full refund, which is not the terms of the agreement. We also offered to transfer oil into ******* family's home as a courtesy, which she did not accept.
  
  I am truly sorry we were unable to reach an agreement, but I hope the best for your home and family.
  
  Best, 
  ******* Mound Owner of Trust 1

  
  

  Customer Answer

  Date: 10/22/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Response is incomplete and inaccurate. I received a $4k rebate from ****. I did not receive $10kbas reported. Email correspondence  provided on 8/3 and 10/10 indicate monies forthcoming as ******** finally filed rebate after 19 months of phone calls. She has never returned call. ******* has never left messages.i could easily have ****** and **** subpoenaed or deposed to prove the multitude of calls to ******* and/or ******** that went unreturned. There is NO recording of anyone named **** calling me after services. I have available photos of mess left, phone records and call log to prove dates/times called. I have **** Appliance report. I have been put in position of having to make multiple attempts to get ******* TrustOne owners electrical subcontractors to respond. The 3 hours spent here was for original erroneous wifi installation. I have now contracted another electrician to come in repair the damage, take photos of the erroneous install/stolen amperage from stove. Thereafter I will submit that bill as well as my hourly rate ($376/hr) for the 38 calls Ive had to make. Some calls that short because his office personal (******) refused to put me thru to ******* and instead argued endlessly with me. She finally came around but only after I literally broke down in tears for the runaround this company has put me thru.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 10/28/2024

  It is unfortunate that we have been unable to come to an amicable resolution with MS. ******* We have tried repeatedly to resolve this issue. Ms. ****** statement that we only agreed to help her after arguments & tears is simply untrue. She also neglected to address the fact that she was verbally abuse to our office staff at one point asking if we understood English. why here...

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As noted in my survey response, I was adding receipts for work I had to have completed as proof of TrustOne failure to effectively deliver on contractual elements and damage during install but site kept timing out. Plus given this has been ongoing issue for 10 months, I think keeping this open for at least a month to collect necessary receipts seems more than reasonable - I only opened this on 10/21. I do work for a living so this extra unpaid work has to be done after work and my ****** children are asleep. Only charging TrustOne for the repair work not my many billable hours ($450 hr rate) lost chasing them to do the right thing.
  
  - Receipt from independent electrician I had to bring in to fix the connection to stove TrustOne subs disconnected. Not charging to **** Appliance as I was able to get covered under warranty because they have actual customer service orientation.
  
  - Photos of electrical panel showing the disconnected wires and how simple a fix it should have been had the subs done necessary follow-up and/or if ******* and his team had stonewalled me for months
  
  Other Issues
  
  - Where is the balance of the $10k rebate that ******* admitted to BBB that contractually I was supposed to have received? Attached is stub from ******* for $4500 only. ********* team had audacity after months of callas and no return calls to send me an email on saying not sue anymore and then the person who sent it (****** left office early for day knowing I would call as we'd agreed she was supposed to have called me). Who is going to pay ***************** changes (receipt attached) for the balance not being properly processed in a timely fashion? Took 8+ months to get the first payment and that was when I intervened and was able to turn around in four days with **** directly.
  
  - Only asked ****** if she spoke English on 38th call in 10 months when she kept asking me electrical questions (first time she spoke to me that day and refused to put me through to others who had history - also made me recount all the details) and I told her she had to talk to their company sub-contractors. I must've said it at least four times that I was NOT an electrician and recounted what appliance company showed me, what I shared with the ******* and the subs, and she still asked same questions.
  
  - Now pay more than when I had antiquated 30+ yo furnace and ********* answer was I should get solar panels at my expense with a 10yr ROI. There was no dependency cited in contract that I needed to get solar to yield the efficiency savings his team promised.
  
  - Unscrupulous business practice where they sent in an employee (named Rocky) to relieve me of the oil from the tank to give it to them free to share with their extended family members and then failed to cap and/or remove tank.
  
  - Want mpx recording of this so called quality phone call from one "****". It NEVER happened and is just indicative of ******* not maintaining oversight for what occurs within his business and then fabricating based on what he thinks his employees do.
  
  Regards,
  ***** M ******
  ************
  

  
  

  Customer Answer

  Date: 11/14/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  As noted in my survey response, I was adding receipts for work I had to have completed as proof of TrustOne failure to effectively deliver on contractual elements and damage during install but site kept timing out. Plus given this has been ongoing issue for 10 months, I think keeping this open for at least a month to collect necessary receipts seems more than reasonable - I only opened this on 10/21. I do work for a living so this extra unpaid work has to be done after work and my ****** children are asleep. Only charging TrustOne for the repair work not my many billable hours ($450 hr rate) lost chasing them to do the right thing.
  
  - Receipt from independent electrician I had to bring in to fix the connection to stove TrustOne subs disconnected. Not charging to **** Appliance as I was able to get covered under warranty because they have actual customer service orientation.
  
  - Photos of electrical panel showing the disconnected wires and how simple a fix it should have been had the subs done necessary follow-up and/or if ******* and his team had stonewalled me for months
  
  Other Issues
  
  - Where is the balance of the $10k rebate that ******* admitted to BBB that contractually I was supposed to have received? Attached is stub from ******* for $4500 only. ********* team had audacity after months of callas and no return calls to send me an email on saying not sue anymore and then the person who sent it (****** left office early for day knowing I would call as we'd agreed she was supposed to have called me). Who is going to pay ***************** changes (receipt attached) for the balance not being properly processed in a timely fashion? Took 8+ months to get the first payment and that was when I intervened and was able to turn around in four days with **** directly.
  
  - Only asked ****** if she spoke English on 38th call in 10 months when she kept asking me electrical questions (first time she spoke to me that day and refused to put me through to others who had history - also made me recount all the details) and I told her she had to talk to their company sub-contractors. I must've said it at least four times that I was NOT an electrician and recounted what appliance company showed me, what I shared with the ******* and the subs, and she still asked same questions.
  
  - Now pay more than when I had antiquated 30+ yo furnace and ********* answer was I should get solar panels at my expense with a 10yr ROI. There was no dependency cited in contract that I needed to get solar to yield the efficiency savings his team promised.
  
  - Unscrupulous business practice where they sent in an employee (named Rocky) to relieve me of the oil from the tank to give it to them free to share with their extended family members and then failed to cap and/or remove tank.
  
  - Want mpx recording of this so called quality phone call from one "****". It NEVER happened and is just indicative of ******* not maintaining oversight for what occurs within his business and then fabricating based on what he thinks his employees do.
  
  Regards,
  ***** M ******
  ************
  

  
  

  

  Business Response

  Date: 11/15/2024

  1)As previously stated Trust 1 Services repeatedly asked Susan  for receipts from the electrician & ************* which she refused to produce.

  2)***** states that anytime she calls or emails Trust 1 Services she will charge us at a rate of $450.00 an hour. 

  3)***** calls, yell & becomes abusive, hangs up & calls right back adding to the number of calls she is referring to

  4) Again Trust 1 Services regrets not being able to come to an amicable solution with *****.  

  5) Mass Save or the municipality decide the  rebate amount 

   

• Initial Complaint

  Date:09/06/2024

  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.

  Trust1 came out on 9/5/24 to fix a slow flush in the toilet They misdiagnosed the problem. The ******* replaced the handle and parts inside the toilet. the plumber flushed it a few times and it seemed to work The ******* charged me $560 for a half hours work. Shortly after the ******* left the toilet stopped working properly. You would have to flush the toilet 4 times before it would flush properly. I called them back the next day the new ******* from trust1 said it was a half clog. They wanted to charge me another 700 dollars. the company misdiagnosed the problem the day before but still wanted to charge me. So now I am out 560 dollars and nothing to show for it. The ******* said it would cost $750 I said deduct the 560 from yesterday and I would pay the difference they said no I find this unfair practice and I would like my money back because they misdiagnosed the problem and charged me

  

  Business Response

  Date: 09/16/2024

  We arrived at this customers home and fixed the issue.Responded to call to install customer supplied toilet
  Confirmed pricing with customer and got to work
  Shut off water supply to toilet
  Disconnected toilet supply
  Removed ******************
  Removed old toilet
  Scrapped off wax from flange
  Installed new ****************** and wax ring
  Installed toilet bowl and tightened ******************
  Installed toilet tank and tightened tank to bowl nuts
  Installed toilet seat
  Reconnected toilet supply
  Turned on water supply to toilet
  Flushed 5 times to check for leaks
  No leaks detected and flush is great

  Customer Answer

  Date: 09/18/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:07/05/2024

  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 hired this company To install 2 Navien 95% efficient combo boiler to my unit. It came with a 5 years warranty and 5 years annual service and the other boiler came with a 2 years and 2 service. Every year there a problem with the systems installation and an error code. I tried to call ******* and the company up for a service. He told me the system didnt come with a service. Every time there an error I told them that system is not Functioning correctly and they told me that the way the systems are. This company does not want to come fix the problem. Installed a crappy systems that kept getting an error. The installation and workmanship is no good. There no annual service for the system Since they installed them. I try to fix the issue but they keep Ignoring you. Wasted a lot of money. This company is a joke. Very unprofessional staffs member. Its not a good company to work with.

  

  Business Response

  Date: 07/08/2024

  Arrived for no hot water on 2-year-old Navien combi boiler
  -93 degree in the house
  -thermostat not working
  -owner arrived , stated thermostat was not changed during installation
  -replaced thermostat
  -turned down heat
  -renter stated there is no hot water
  -checked, hot water still running
  -130 degrees test at kitchen sink faucet
  -no current error code, unable to detect issue with system

• Initial Complaint

  Date:06/14/2024

  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.

  Trust 1 quoted me $99 to run a diagnostic on a line for mini split unit. They charged me $199.99 however they did not provide me with anything in writing until hours after they left my home. They had me sign on an iPad but again told me it was for $99, not $199.99. Everything else they put on the invoice was added after the fact and not provided to me at the time of service.

  

  Business Response

  Date: 06/19/2024

  We booked the call for this customer and explained on a recorded line that we have a dispatch fee for our technician to arrive on site plus a diagnostic fee if problem is not initially apparent Tech was on site reported that their Mr. cool unit that the customer installed themselves upon arrival, homeowner & I went onto the roof where unit was installed homeowner stated, they believe one of the lines installed leaked out wanted Trust1 Services to check. Customer agreed to & signed for diagnostic fee; to start checking out the system. Hooked gauges up found there was, indeed, no pressure in the line customer thought had leaked hooked it up to the other lines, which did have pressure. Presented quote to properly vacuum the line & confirm there was no leak customer did not want to go with a quote at this time and are going to install the new line themselves. Customer called in upset demanding the service fee and diagnostic fee refunded. We spent over an hour at the customers home evaluating the issue and they expected our time to be free which again was all disclosed in the initial call. Ultimately in an effort to make them happy, we refunded the entire ****** charge and they were still not satisfied.

  Customer Answer

  Date: 06/20/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********, as they have since contacted me and issued a refund for the charges. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/05/2024

  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.

  Hi,I would like to file a complaint against Trust 1 Services Plumbing, Heating, and Air Conditioning. On Jan 29th, 2024, I called them to come check my central unit system because it was not blowing hot in low temperature. They sent two guys over to review my system. After the inspection, the guy shared their review note with me. He told me they just need to fix the duct station and everything will be fine. He promised that the heater will start working. They commenced the work on Wednesday with the loan of five thousand plus I financed through their loan program. They did not get the heater to work but instead they told my wife we will need to call their technical team to come over and check what might be wrong with it. They said that it will cost over $200 again, and if it is a compressor that might cost us $7000 again. My wife refused to sign their paperwork. We did not ask for a duct station. We called them to repair the heater and make it work. They took an assessment and billed us based on their assessment to make the heater work.I called their office and they sent another technician on Thursday. He worked on it Thursday, still no heater. I went to their office on Friday to talk to a manager. No resolution yet.

  

  Business Response

  Date: 02/21/2024

  We are going back to this job. The job is not complete yet. Customer has moved forward with additional work and so far is happy. Once the part has arrived and we go back out to complete the work to the customers satisfactory, he should be removing or editing this review.

• Initial Complaint

  Date:06/28/2023

  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.

  They came to my house for fixing a water back up issue from the bathroom in my basement on 5/2/2023. The estimate was $1222.65 for clearing the line and using camera to check the drain. During the time they told me I have to do a $25000 project because my pipe was completely broken, and if I do that they can make off the $1222.65. I told them let me think about it and they let me to pay $1222.65. I trust them thats why I paid them. Until 1 day later, on 5/3/2023, the other companys technician came to my house, the wonderful guy said if he cant clear the line then I dont need to pay! Also he was much cheaper the trust 1 services plus he has 90 days warranty for me. And he remove my toilet ( please notice my water back up was from shower and toilet, and Trust 1 services never remove my toilet for cleaning the line on 5/2/2023 ) , he used a snake to work for 2 hours, none stop. Then my drain was cleared! After he used camera to check, my pipe was totally fine. No broken! Dont need to be replaced! Please notice 1 day before, on 5/2/2023 when I asked trust 1 services to give me the record of camera, he said he dont even record it! Then how do they know my pipe was broken and I have to replace it? They just pretend to do some work and attempt to defraud me! I argued with them I said I could only pay them for $200, not for $1222.65 since they are not professional and they took advantage of me. They don't admit their faults and exaggerate their workload. Thats why I withdraw my check. When they call me back I told them I would pay $200 to them, I think I was too respect them already. But they refused and worked with a debt collection company. They made me headache. They are really cruel and bad people. I hope you can help me. I want to get rid of the disgusting company. Could you please let them stop the debt collection claim? Thanks a lot!

  

  Business Response

  Date: 06/29/2023

  This woman was informed over the phone there was a $99.00 service fee for the technician to show up on site. The customer had a crack in her main and ************** spent over 3 hours on site at her property. We even took a video of the crack and showed the customer on top of attempting to clear the drain line several times. The customer said she had a "friend" who will do it cheaper. Even our service manager showed up on site with extra drain equipment to assist **************. Customer complained about the service fee on the initial call. She is comparing a large, licensed, and reputable company for a single worker who is her friend. Customer even called this man while ************** was there. This customer agreed to the price and even signed before, during, and after the work was done. We have time stamped signatures in our CRM. After the customer had a conversation with her friend (not to be confused with a licensed technician) she called us to complain about the price once we were already gone and performed the work. To help make her happy, we agreed to cut the price in half on a recorded line. The customer disagreed and said shell pay us $200 for all of our work performed and time spent. We politely declined and mentioned we would be sending this account to collections. This customer is hostile and unreasonable. If she did not agree with the price which was given long before any work started, she could have declined the work. Additionally, this price is exactly what we would charge any customer for this type of work, Please see attached invoice with signatures. 

  Customer Answer

  Date: 06/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

   
  

  I signed their invoice because because their manager or technician ( **** is the name they gave to me, but he told me his name is **** ) said that if I did the $16,000 to $25,000 project, he would subtract the $1222.65 off. I got caught up in his logic, whether I did the $16000-$25000 project or not, they shouldn't charged that much for the service they performed, because that fee was based on they clearing the pipe and checking with camera, neither of them were able to do. I put my trust in them and I didnt check what they write on the invoice and I signed it. Until they left I realized they were taking advantage of me.

  They said there was a crack in my pipe, and they took a video and showed it to me. Theyre lying. The manager or technician didn't show me any videos, even after he left, when I asked him to send me videos, he said he didn't record it because we couldn't see anything. I attached the screenshot of his text messages. If he couldn't see anything, how did he know there was a crack in my main drain? If there's no video, how do you prove you actually checked with a camera? Also as a formally job done, they supposed to give me a USB document which is include the video. But now, where is the video? When did they show me ever?

  They were in my house for three hours, and half the time , I didnt see theyre working. During the time I was waiting they called other guy to come over and give me a quote on another project (for outside pipe replacement which is around $8000). They said their manager had extra drain equipment that I didn't even see, and what did he do? Theyre exaggerate their workload! If theyre wasting the time and I'm paying for this, it's ridiculous.??They said I'd call a "friend" while their techs were still here, theyre lying again! I trusted them all along. I didn't call anyone when the manager or technician was on site. Until they left that I realized something was wrong because my family and friends told me that if they hadn't fixed my pipes, they shouldn't have charged me that price!
  Before they leave, the two technicians told me if I dont replace my whole pipe, I cant use water, I need to replace it ASAP, otherwise in future my house will leak badly.

  On the afternoon of May 2, the first time I called the office to complain about their price, it was because the manager did nothing to help me solve my plumbing problem. He did not even open my toilet to try to unclog the plumbing. I told them I respect their professionalism, so I can pay them half of the price (at that moment I still trust them that they said my pipe was completely broken), but the office lady replied that she could not decide the price, she would ask the manager or technician who came to my house to call me back. However, the manager or technician replied that he would not give me any discount, because they have my signature! Not half the price as they replied above!??I'm starting to think if they're deliberately not cleaning my plumbing properly so I can work on a more expensive project. It wasn't until the next day that I found another technician from the **** list website, who cleared my pipes and told me that my pipes didn't crack for sure, I confirmed that the manager or technician from Trust 1 services was indeed scamming! He asked me to do a $16,000 to $25,000 project with no proof that my pipe broke, and their manager tried to convince me to sign the paperwork immediately by saying that he could get someone to work the next morning or else I would have to wait until next week. The project involves break the tiles and concrete on the floor in my basement, replacing the plumbing altogether, and possibly even the plumbing outside my house. For such a big project, don't they need to apply for a permit? 

  Fortunately, the technician I found the next day from another company that was really honest, reputable, and really helped people solve problems, rather than a company that only defense itself. I don't accept trust 1 services sophistry.??

  I withdrew the check and received their call about a week later. At this time, I told the office lady that the day after their technician left, I asked a technician from another company to help me solve the problem. I thought they were deliberately taking advantage of me. At this time, the office lady, who had told me that she could not decide the price on 5/2/2023, suddenly said that she could give me half the price. How ridiculous. But I'm not paying any extra money for a scam company. Please look at their yelp reviews, when I wrote an review for them on yelp, I eventually saw there are a lot bad reviews from other customers for trust 1 services: unprofessional, over-inflated workload, over charge. Theyre used to doing things like that, but I'm not the person that going to pay for it.

  ??They said they are a big company, let me ask a question. If a small company ( a formally company, not any friend of me ) worked hard to unclog my plumbing and use the camera , charged me for a total of $570 with 90-day warranty. But a big companys technician pretends to do some useless work, fixes nothing, then charges for $1222.65. Does that make sense? Does it fair?

   

  ??I also have 3 videos, but I do not know why I cannot upload them:?1. 5/2/2023 trust 1 services left from my house,  my drain still doesnt work.?2. 5/3/2023 another technician from other company removed the toilet and worked hard ( trust 1 services didnt ).?3. 5/8/2023 my main drain still works wonderful, not as trust 1 services said it has to be replaced because its cracked. Actually until now it still works great. This is further evidence of their unprofessionalism and lying.

   I can provide these videos by email to you.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yueming

   

   

  

  Business Response

  Date: 07/05/2023

  We provided a service and gave pricing up front. You agreed to the pricing which is in line with what we charge any other customer. We are licensed, background checked, reliable employees. Your received what you thought was fair from a friend. This is not a valid comparison. We performed work as we normally would and showed you a video of what we found.

  Customer Answer

  Date: 07/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  First of all, thats a completely lie. You didnt show me any videos, when you were here, I asked you to show me where is the crack part. You said I cant see anything because its all water inside. ( You supposed to drain all the water out then use the camera to check but you didnt, I know this next day from other technician who is not my friend !) .  Even after you left, I asked you to send me the video from text message. You repeat the same thing: I never recorded it because you couldnt see anything. If you guys want when youre both home I can put the camera in so you can see what I saw. Why are you still lying?

  Second, your service doesnt deserve that price. The price I agreed before, is because I think you are supposed to fix the clogged problem and use the camera. It shouldnt be attempt to do something. My fault was I signed the invoice without any review. Just because I was busy with my kids on that morning, and I did trust you are professional and reliable. However after you left, what I found, is that this is not the case by any means. 

  Third, you are lying and pretend to do some work. Because my pipe has no crack. That means you have the ability to clean my pipe by using snake as my another professional technician next day. But you didnt, you didnt drain the water, didnt show me the crack from the camera, didnt remove my toilet, just wanted me to do a $16000-$25000 project. 
  

  If you're not guilty after I complained: my another professional technician from **** List ( not my friend) fix the problem and show me no crack in my pipe. Why did you cut a half price off? 

  Dont steal concept. You have so many time to argue with your customer, and delete my review from ******* Why no to use the time to improve your skill and really help people?

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yueming

   

   

• Initial Complaint

  Date:04/05/2023

  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 acquired trust 1's services to fix a plumbing issue in my bathroom. I had a flood of about 2 inches of water surrounding my toilet and appearing to come from under the surrounding walls. My insurance company told me I had to pay to fix the leak and they would fix the damage caused from wherever the leak came from. Trust 1 told me the repair needed was the bathtub spout, the k*** that switches the water from tub to shower and the drain. They charged me 1180$ for this after which the *** to make the tub hold water didn't work. Shortly after they came and put a stopper on the drain so that the fixture they installed actually wasn't working. After the insurance company repaired the damage I had the same flood happen in my bathroom ruining my new floors and baseboards...trust 1 came out 4 times to try to properly install this simple tub setup, yet apparently 1200$ later plus damages after they did not properly diagnose the situation. As a side point the installed parts I paid 1200$ for I got quotes for 85$ for the parts. Thanks for your attention to this matter

  

  Business Response

  Date: 04/06/2023

  We did the original work on 10/14, 10/18 ** 10/24. On 10/14 work was complete in full, but she complained hot water wasnt working so we sent a tech back out. He discovered it had nothing to do with work we performed, but she had a faulty hot water heater. She called back several days later and said she had a small leak from tub handle. We sent out tech on 10/24 he reported handle was loose so we tightened it up. We have a recorded call on 2/24/23 with her stating another company called Restore ************************************************************************************* her home and that there was a flood. The flood she got again had nothing to do with the work we performed. However, as a courtesy to her on 2/27 we sent a tech out due to her tub not holding any water so we replaced the tub drain at no charge to her. Customer admitted again that she  had a company come out to do woodwork and some restoration work.  What we charged her for the work performed is what we charge every customer who gets this work done. Attached is the  invoice. The customer approved  this work to be done prior to starting it. 

  Customer Answer

  Date: 04/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Trust 1 plumbings recall of the events was completely inaccurate. They were contracted to replace the tub fixtures. A kit which upon research for parts costed 78$ for the 1200$ I paid. I did not call back because I had no hot water, I called back because the lever that allows water to be held I tub or released did not work. I again had to call as the drain did not allow the tub to hold water again. The other company they referred to was contracted through my insurance company to replace floors and paint walls completely unrelated to my issue with trust 1. To have trust 1 come out 4 times before they could make their for tub fixtures work is unacceptable, their price was unacceptable and in replacing the tub fixtures they never replaced the internal lever which was part of the kit. Also, they did not make the drain that came with the kit work to hold water, they simply put a plug to turn to hold water in the tub. I will shortly be attaching their paperwork confirming my recall of the events and their false recall. Thanks so much.
  

  
  

  

  Business Response

  Date: 05/08/2023

  Customers allegations are false. All of our calls are recorded and we can provide them upon request.

• Initial Complaint

  Date:09/15/2022

  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.

  I ordered the bronze package from Trust 1 service (referred to as "they" hereafter) to replace my HV** system, including furnace, ac coil and condenser. The installation was done on Aug 30 2022 and I paid off the bill on the same day. Currently, there are two major issues:1. According to the quote (attachment "bronze_package.pdf"), the bronze package should come with a 16-seer condenser. In the email messages before today (Sept 15 2022), they claimed that the "GSX160361 ******* condensing unit" (which has a 16-seer energy efficiency) was what they installed. However, I believe what I actually received on Aug 30 2022 is a 13-seer condenser (GSX130301LC). I did not realize this until this morning when I climbed to the rooftop of my apartment and checked this out by myself (see attachments "condenser.jpg", "Energy_Guide.jpg" and "roof_view.jpg" ). As you can see, there are several condensers on the rooftop, but it is not too difficult to tell which one belongs to my apartment. Since mine is the newest one and it is the only one that is on (I turned my ** on before climbing up there). I also have a video to show this. I request a replacement. I must get what I paid for!2. I believe my furnace and ac coil are not properly connected to the vents (see ac_coil.jpg). When the ** is on, a strong cool air flow is coming out of the hole (circled by the red solid lines). I emailed them to ask if this is normal. One of their customer service representatives reached out to me and proposed using a tape to seal it. I do not think it is my responsibility to fix it since it was just installed 15 days ago! I request them to send someone else to check this out.In addition, I highly suspect that there are other parts that were not properly installed. I request them to show their permit documentations and an inspection from the ************** inspectional services to ensure that everything is properly installed, which I believe is also required by the law.

  

  Business Response

  Date: 09/19/2022

  This is being handled between us and the customer, we have been in contact with this customer and resolving the issue.
  

  
  

  Customer Answer

  Date: 09/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************