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:01/20/2025

  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.

  On January 2024, ******************** assigned your company 1 Source Heating and Cooling LLC , as the **** company to service my furnace. You were dispatched to my home for a diagnostic of my furnace not operating, two of your technicians quickly diagnosed this as an issue with my breakers in my electrical box system, and I was advised to call an electrician for the repair. I immediately contacted a license, bonded, and insured electrician Mr. **** ********* Owner, of Electrical Solutions. for which he inspected the entire electrical box and electrical lines connected to the furnace and found NO issues with the electrical box or electrical breaker.Please see included a copy of the receipt for the payment of his service, in the amount of $250.00. I am requesting a complete refund of this full amount. His report that he later sent to American Home Shield, supports that the diagnosis was incorrect my electrical box system had ABSOLUTELY NOTHING! to do with the cause of the furnace not operating correctly, you will that this is stated, on the document filed by the service person to Ahs.

  

  Business Response

  Date: 02/11/2025

  Dear Ms. **************** response to your refund request. The  service call to your home in January 2024 was made through your home warranty company. Our technician diagnosed an electrical short in your FURNACE and recommended its replacement. The tech never indicated that you needed an electrician due to an issue being at the electrical box or for any other reason. 

  You decided to hire an electrician on your own which is your right, however your home warranty contract does cover such a service. Per the records with your home warranty company you initially requested an electrician but then canceled the request after they were dispatched which resulted in you having to pay out of pocket for your own electrician. 

  
  In January 2025, approximately one year later you sent us a copy of the findings from the electrician you hired, which confirmed our initial diagnosis that the issue was within the furnace. Unfortunately, 1 Source will not reimburse you for the electrician's service call.  If you have any additional questions please feel free to reach out to our office.

  Thank you ,

  1 Source Mgmt Team 

   

• Initial Complaint

  Date:07/05/2022

  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.

  On May 18, 2022, I contacted my home warranty company, ******** **** ****** and they assigned the service contract to a company doing business as “One Source Heating and Cooling”. 1. Subsequently, a service technician, who identified himself as *****, came and advised me that my unit needed Freon added and he would fill the unit up, for a fee of $186.00 and once completed, my unit would function, as designed. 2. That did not solve the problem. So, I called and ***** was again dispatched to fix the problem. This time ***** advised me that my Evaporation Cooler needed to be cleaned. During this second visit ***** labored for several hours, both inside and outside. Prior to leaving, ***** now told me that the AC Condenser unit was leaking and needed to be replaced and that I would have to pay $684.00 to have the unit replaced. 3. A couple of weeks, after *****’s last visit another so-called technician came out to install the new condenser unit. Once the unit was installed and I paid the requested funds, this individual advised me that I show expect the unit to be fully operational, in about 24 hours. 4. On June 25, 2002, I filed a complaint with ******** **** ****** and I was advised that my service request would be expedited . 5. Well, here it is now July 5, 2022 and I am still without air conditioning. 6. Repeated calls for assistance, to *** and One Source have all been in vain. 7. It is my wish, as our temperatures continue to reach dangerous levels, that you folks might be able to effect a remedy. Here is my contact information: ***** ** **** **** ****** *** *** **** ** *********** *** ***** ###-###-#### ***************  Thanks

  

  Business Response

  Date: 07/20/2022

  Tell us why here..On the initial visit you were not advised that you needed refrigerant, you were told that the evaporator coil was dirty, and the tech suggested having it cleaned.  NO type of cleaning is covered by your home warranty company so at that point that particular claim would be denied and closed.  He quoted you on a price of $135.00 to clean the evaporator coil in which you accepted.  I would assume you are considering “laboring” to be the fact that he had to spend time cleaning the evaporator coil, then diagnosis any additional issues, that is usually referred to as diagnosing the problem. Once ***** determined that you needed a new condenser, we attempted to install it for you as quickly as possibly however you gave the dispatcher multiply personal reason why you were not available in which she would only know you had these obligations because you shared that with her when she attempted to give you an install date.  It is very unfortunate that your home warranty company does not cover your replacements at 100 % and you had to pay $684.00 however that is the contract you have chosen and perhaps it would benefit you to make adjustments to your policy.  You waited 10 days to reach out to our office to say the new unit never cooled, prior to that day we did not receive any communication from you stating it did not work.  It is never our intentions to install equipment and it does not work.  Our office hours are stated very clearly.  We really wish you could have reported the issue sooner to avoid the prolonged time you were without air conditioning. The day you called in to our office we got a tech out to you within a couple of hours of your phone call.  We reported the new findings to the home warranty company, and we were approved to move forward with any additional work required however you called our office making lethal threats. Mr. **** I can completely understand being frustrated in this very hot summer heat we are all experiencing but it is never acceptable to make violent threats to anyone. We have advised your home warranty company we are not returning; we value the safety of our staff. We do hope that you are able to get a remedy to this problem with another vendor as quickly as possible.   
  
  Sincerely,
  
  Mgmt.

  Customer Answer

  Date: 07/21/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  
  Let's get the record straight! During the initial visit, the individual named ***** advised me that my lack of A/C was due to the outside unit not being completely full and that. after I paid from him to top it off, my problem would be resolved. There was never any mention of a charge for cleaning the evap unit. On his second visit he stated that, after going through his checks of my entire system, inside and out, he determined that the Compressor was leaking and needed to be replaced. Once the compressor and ordered, it was installed by someone other than *****. This technician advised me to wait, at least, 24 hours to give the unit time to cool the house. On his last visit, this ***** confronted me outside of my home and expressed his profound anger at me for filing a complaint against him. His demeanor was confrontational, argumentative and, threatening. I then instructed him to complete his work and remove himself from my property. On that date, this *****, advised me that the entire Air Handling Unit (AHU) needed to be replaced, at an additional, out of pocket expense. Sometime later, this *****, called me and stated that he was calling to set up an appointment to install the AHU. During this particular phone conversation, ***** stated that, since I had filed a complaint against him and requested that HE not be sent to my house ever again, his company, One Source Heating and Cooling, would NOT be a to complete the contract. Is this *****, the only technician, that you people have? I examine the service requests, related to this issue and it was initiated on or about May 10, 2022, and, due to lousy professionalism and incompetent service personnel, I still don't have a functioning a/c unit but, through Gods' grace, I have, thus far, been able to survive this heat. The bottom line is, you people have Failed miserably, and I shall Never contract with you again! Another company has been assigned and, hopefully, they are able to get this, lack of air conditioning problem resolved. You people will not get another cent of my money! 

  
  Sincerely,
  
  ***** ****