Complaints

This profile includes complaints for ServiceOne, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  ServiceOne, Inc.

  9335 J St Omaha, NE 68127-1206

  
• 

  ServiceOne, Inc.

  1840 Radford Rd Dubuque, IA 52002

  

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:04/02/2025

  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 20, 2021 service One installed a water heater at my property March 31, 2025. My daughter woke me up out of my sleep stating that she smelled gas. We contacted MUD who came out and determined that carbon monoxide was indeed coming from our water heater. Our levels in the basement were at a 35 which is an evacuation level. I contacted service one at 7 AM April 1 to explain what was going on and to locate the warranty on the water heater. I called them four or five times throughout the day each representative that I spoke with stated that they were not able to find a warranty once I sent over a email stating that Indeed they had put in a water heater in my home in 2021 is when they started to come around and try to act like they were figuring things out at 4:47 PM. Someone contacted me and said that they were able to locate the warranty however they cannot send anyone out because of a balance that is old. I agreed to pay the balance , but the collection agency will not contact service one I asked if I can make a three-way call between service one and the collection agency so they can see that the payment was made so we can have someone come out and they refused. it seems like the only thing that Service One has been concerned about is the payment which I have the funds to pay however, they are still giving me the runaround as if they are not willing to grant me the warranty. I had someone else come out to take a look at the Water heater because I was thinking about even going with a different company and the gentleman stated that they put in a bad water heater from the jump and that I should contact Service One and ask them to come out to replace the water heater that they installed. I’m simply trying to make a payment have them replaced my water heater under the warranty.

  

  Business Response

  Date: 05/02/2025

  Per our accounting team, 

  They still owe collections $1142.97.  As soon as this install
  was done, they didn't pay for their contract.  We went out a few times for
  their AC and never should have allowed that with the past due on their
  account.  They were told as soon as they paid their p/d, they would go out
  and look at the water heater..  For a period, they would call us, call collections,
  call us, call collections, but never made payment after repeatedly telling us
  they would call us "right back" and make that payment.  We are no longer responding to any requests.   NOTE:  They still have a manufacturer tank and parts warranty, no longer any labor warranty with us.  If either of those is the issue, they can call another company who works under that manufacturer and receive those warranty services.  

   

   

  Customer Answer

  Date: 05/02/2025

  That is correct. We did reach out to the collection agency and I asked if we make the payments. Will you guys be able to contact service one to let them know that we made a payment so someone could be sent out I had no problem paying for the labor, yes someone did come out and look at our air conditioning unit however service one only put a bandage on top of things. Nothing since we lived in the house. It was under contract with service one they actually ever fix anything when I talk to someone at service one they would not agree for me to make a three-way call  to the collection agency showing proof that the $1100 was paid. The complaint is more so about the way my family and I were treated not once was there an apology because of the faulty water heater that was in place not once was there an apology that me and my family were in a life and death situation with a faulty water heater.  Service One went as far as saying that they never even installed the faulty water heater that is absolutely false that I was not trying to pay the $1100 we were unaware of the bill once made aware we were willing to pay and service one denied making a three-way call to the collection agency  Therefore I felt as if they were going to take the amount that was owed and we will still have to wait numerous days for someone to even come out. I no longer felt that my family was in safe hands with going with service one so I did end up going with a new company , not only replacing my water heater, but my furnace as well. That service one just so happened to over look. Service one treated my family, as if our lives did not matter the service that I received from them when I called to inquire about the water heater that was in place not once did anyone apologize. I got the runaround for a day and a half before someone even mentioned that there was a balance that was owed. It was not until I spoke with Alicia and forward her the email that I received from her showing that the water heater was paid and that it was going to be installed once she received that email is when she finally said That they were able to see that a water heater was installed. I was treated with disrespect unfairness rudeness. It was to the point that I had to say something and then that point I receive an apology for the way that she was treating and talking to me. And again you can see and the response from service one the rudeness that I am talking about, I want service once to understand that the water heater and which they installed and was paid in full to do was leaking carbon monoxide. The levels were at a 35 835 is evacuation levels, I think goodness that my daughter was awake and smelled the gas to warn her family that we were in danger because of a water heater that service One installed not once did they provide any information from the company of the water heater for us to even get in contact with them  Service One completely dropped the ball and the only thing that they were ever concerned with was receiving payments that again we did not know we owed until a day and a half later. Because of service one and their lack of concern, their lack of ability to communicate, I did not feel comfortable even continuing service with them after paying the $1100 because of service One and their lack of concern, their lack of ability to communicate their lack to even offer an apology I had to come out of pocket $7450 win. I should not have being that the water heater was still under warranty. I understand that we were no longer under warranty for labor which my husband and I was willing to pay again service one would not agree to a three-way call to the collection agency for me to show them proof that the $1100 were paid , they lack any empathy for my family and what we are what we went through there was pain and suffering from being waking up at midnight to learn of a carbon monoxide leak from a water heater. My family and I had to go stay in hotels and shower at other people houses we were without water, hot water and heat for nine days because of a faulty water heater that was installed by service one. So not only did we have to pay over $7000 we had to spend almost 500 additional dollars for hotel rooms an additional two to $300 fast food for us to eat because of a faulty water heater that service one installed

• Initial Complaint

  Date:03/19/2024

  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.

  My washer is has been broken for 3 weeks and it took a week just to schedule to get them to come out and the half wit did not order the right part and the part came in and it tool another week to schedule and then another person said there were two more parts that needed to be ordered and one was overnighted and supposedly they do not have it. We have called and called and complained and no one will get this part in and come out the same day if the part is in. I am sure the part is expensive and they never ordered it. They already cashed my deductible to fix it and here we are no machine. We are an elderly couple and can npt be hauling laundry.

  

  Business Response

  Date: 04/09/2024

  WORK IS DONE.

• Initial Complaint

  Date:01/29/2024

  Type:Delivery 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.

  Planning to move in new year, I still renewed my account with service one. Unaware that I was under a contract for the year no matter what. The company told me that even after the 1st year that I have to commit to the year, only after I no longer live in the home and do not need the service. They would not provide a partial refund and would not help. Went from giving this company a 5 star rating to a 1 because of how they’ve treated me, a loyal customer of 5 years.

  

  Business Response

  Date: 02/09/2024

  I emailed the customer and offered $320.00 refund.  Awaiting his response. 

  Customer Answer

  Date: 02/09/2024

   
  
  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,
  
  
  
  ******* *****

• Initial Complaint

  Date:12/26/2023

  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.

  We had a sewer back up. I contacted my home warranty provider emergency line and was advised they could do nothing. Our sewer was backed up 12 hours before I could reach service one the next day. They stated we were delinquent. We had no late notice and they would send nobody. I reached out to a non warranty company and paid $550 to get the sewer backup cleared. I contacted service one, paid the delinquent balance and cancelled for the next and any future quarters. Service one just sent another bill and I contacted them. They did not call back or confirm cancellation. We cannot afford their December to march bill due to the aforementioned expense they would not help us with. Please help us ensure we are canceled.

  

  Business Response

  Date: 03/19/2024

  This customer is cancelled and has no balance due with ServiceOne. 

• Initial Complaint

  Date:10/23/2023

  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.

  ServiceOne installed a new furnace and A/C over 2 years ago. Technicians seemed to do a good job on the install and the furnace has been working great. I have been telling them that the A/C has not cooled adequately since it was installed. Technicians came out several times trying to diagnose/fix the problems, but the inadequate cooling continued.
  
  2 years ago, I suggested they just need to put in a bigger unit that provides more cooling capacity, but last year, they replaced it with the same size and model. No change again. Still not cooling adequately. It still didn't keep up with the high heat in the summer and slow to cool when it was not hot outside. Technicians came out multiple times again and found it not operating like they expected, but they would leave not knowing how to fix it.
  
  A technician came out this last June and finally said they don't find anything wrong with the unit and it is working as designed. So it is now obvious they installed the wrong size and I told them it needs to be replaced, but I never heard back from anyone. After the a/c didn't keep up with the heat this summer again, I started calling again, and for over a month, left many messages to call me back. I received no response at all. I had always suspected but didn't know for sure that the bigger unit could be installed, so I asked ServiceOne to send out a technician to gather some technical information. Those measurements confirm the bigger unit can be installed and they have had that information for the last 2 weeks. Still no response from them.
  
  When they initially sold this new HVAC equipment to me, I was told there is a satisfaction guarantee. It made me comfortable with the decision. I have never been happy with how this a/c has performed, and now they have the information on how to fix the problem. I continue to hear nothing from them. They apparently do not want to keep their promise, even though all they need to do is replace with the bigger size.

  

  Business Response

  Date: 11/03/2023

  I apologize for the delay.  The email was accidentally lost. The owner is researching this complaint fully and will be reaching out directly to the owner by 11/10/13. 

  

  Business Response

  Date: 12/08/2023

  This is an issue that is motion with this customer.  We were just out at his home again on Monday 12/4/23.  We are working with the manufacturer.  

  The owner of the company is handling this personally.  I am not sure how to respond, other than to say, we are addressing the issue.  And are working toward resolution. 

   

   

  Customer Answer

  Date: 12/08/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********.  ServiceOne is currently working with me to find a solution and I have confidence they will follow through.
  
  
  
  Thanks.

  
  
  **** *****

• Initial Complaint

  Date:01/19/2023

  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.

  A technician came to work on my washer. He said it needed a drain pump impeller and they needed to order the part. It's been overa month now and me and my family are still without a washer. The last time I talked to someone they said the part was supposed to be there on the 6th. That's the last I've heard from anyone. I've called twice in the last week and tried to contact them through their website and they won't get back to me. It's getting to be ridiculous and me and my family just want the washer fixed. Their customer service is poor and their service gets worse by the year. I've has my service contract on my house for over ** yrs and their service gets worse every year

  

  Business Response

  Date: 02/14/2023

  Business Response /* (1000, 5, 2023/01/23) */
  We apologize for the delay. We changed software systems and it has been difficult and unfortunately impacted some customers. This part is now installed.
  
  
  Consumer Response /* (2000, 7, 2023/01/23) */
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:10/27/2022

  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.

  We have had a home warranty (repair/replace) since 2019. We have had no need for service until recently. A technician arrived on Oct 4 to diagnose a washing machine that would fail to pump out water. He reported that the transmission was leaking and would order the part. We have been calling to follow up on the part and have repeatedly been told their having problems finding the part. Your rep also went down the list of parts being ordered and it sounds like they are replacing almost everything except the control panel and tub. We called today (10-27) and was told the part still has not arrived.
  
  I asked about a buyout or replacement since there are so many parts that are on order. The rep said replacement is not an option but we could call tomorrow and talk to Gina about a buyout,
  
  This has been a HUGE inconvenience for us since we have had no laundry service for nearly a month. I don't call this customer centric service. We should have been offered a replacement long before this due to the large number of parts on order.
  
  We are very disgusted with the experience.
  

  

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Mr. ******,
  
  I appreciate your frustration. Supply chain issues are worldwide and appliances are one of the hardest hit. It impacts everyone, everywhere.
  For your washer, there are a number of parts that are being ordered. The accumulate cost of the parts is around $******. Therefore, it did not qualify for immediate buyout consideration.
  If asked, It could have been offered, but you likely would have opted to wait for the parts, since it is still within 30 days.
  
  That being said, it looks like the last of the parts arrived just now. Please call our office to schedule a time.
  
  
  Consumer Response /* (3000, 7, 2022/10/31) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The washer was bought new 11-27-16. The technician that initially diagnosed the transmission leak stated that the washer was nearing the end of is useful life. He suggested that if we repair the damaged parts, then something else may fail down the road. I wonder what else may fail as the washer ages? We have had the replacement program since 2019 and have never missed a monthly premium. I still feel a replacement should be considered if the repair parts do not fix the problem
  
  
  Business Response /* (4000, 9, 2022/11/01) */
  Thank you for you response. We follow our terms and conditions consistently. We will do so in your case as well.
  
  
  Consumer Response /* (4200, 11, 2022/11/02) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  After waiting nearly a month for parts, the technician arrived yesterday(11-1)and spent 4 1/2 hours replacing various pumps, transmission and agitator. Today the washer is still failing with the original symptoms. It fills with water, the lid latch clicks multiple times and then it stops. It does not complete the cycle. Placed another call to the service department. They said they will send a tech out tomorrow but could not say if it would be morning or afternoon. Another wasted day waiting for the tech to show up. We had to cancel plans for tomorrow to wait around the house. Frustrated...not paying another service fee!
  
  
  Consumer Response /* (2000, 21, 2022/11/22) */
  After replacing the transmission and other various belts and pumps on 11-1. The washer was still failing. It would fill up 1/2 way, then the lid lock would click several times and not complete cycle. I called service again and they came out 11-3. They replaced the lid latch and said there were numerous service notes about this failure. The washer has been working fine as of this date 11-22-22. The service tech was very good and the service manager that came out on 11-3 along with the tech was very understanding and professional. We will continue with Service One and hope the next repair will go without incident. I understand the supply chain issues. If they occur next time I hope someone would call and tell me that.