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Business Profile

Cable Installation

OneSource Communications

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cable Installation.

Complaints

Customer Complaints Summary

  • 13 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:11/14/2024

    Type:Product Issues
    Status:
    Unresolved
    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 have a credit of $29.34 that they have refused to mail me a check for. They have for 3 months told me that they are processing it.

    Business Response

    Date: 11/18/2024

    HI, we show final statement with credit amount went out 9/5 refund process is up to 8weeks. we spoke with finance and refund check will be sent out at the end of this week. Once we receive a check number a representative will reach out via the phone to provide information. if you should have any further questions please reach out at ************. thank you  

    Customer Answer

    Date: 11/19/2024

    Complaint: 22555361

    I am rejecting this response because:
    Ive been advised of this each time I called. I will be satisfied once I receive the refund.
    Regards,

    ******* *****

  • Initial Complaint

    Date:10/30/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    One Source claims to have been closing its doors since July of 2024 but I recieved no notice and continued to pay my bills as normal as a result. I try to pay this month (as of October 29th) and I get their answering machine saying they are closed even though it is only 12:18 as I type this complaint on a Tuesday, meaning based on the experience over the past few months, someone has to answer to allow me to pay my bill. I wouldnt be complaining and instead change service if One Source did not own a monopoly on this entire neighborhood preventing other services from entering the area. If I cant pay my bill this month, its on them entirely not me, and I expect compensation for it. Preferably free internet altogether paid by the owner of the company if they dont want to be in business anymore, or for my account to be switched over to the new service they claim to be bought by but never seemed to accomplish.

    Business Response

    Date: 11/06/2024

    OneSource has not gone out of business and is still operating during the hours of Monday- Friday 8AM-5PM. OneSource does not have a monopoly as there is also two different providers available. Please contact customer service during our normal business hours. 

     

    thank you 

  • Initial Complaint

    Date:10/09/2024

    Type:Billing Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am just now reading the One Source was going out of business, after I paid my bill after I got off work at 230pm, but now I am sitting here at home and my whole internet turned is off along with wifi. I paid my bill in enough time to be counted and when I try to call there is not any technical support or anything. I was on a class call and dropped my whole class call which is my class grade. I don't understand how they have gotten away with having no customer service after hours, or technical support to assist but be quick to take your money, but slow to return.

    Business Response

    Date: 10/09/2024

    OneSource is still providing services and has not gone out of business at the location provided above. Account shows to be active. there is an active ticket on the account for a technician to address the issue ******* ******* is currently having with her internet connection. Business hours for customer service are Monday - Friday 8AM to 5 PM, with 24/7 tech support. If any further assistance is needed, please contact customer service at ************. 

  • Initial Complaint

    Date:09/05/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    One Source Communications billed us 07/20/2024 due by 08/12/2024. We paid the balance in full, $80.78 on 08/07/2024. Fiber First bought out One Source communications and began billing all residents in the ****************** ************** beginning July 25th. I now owe Fiber First $135.81 that was due 08/26/2024. No problem, I will pay for the services I use. We have been told by Fiber that One Source owes us a full refund for the last billing cycle ($80.78) as they were not servicing us during the dates they billed us for.(Fiber had already began their service and One Source had been discontinued in the community) I have tried multiple methods of contact for One Source by waiting on hold for hours and trying to find answers using their absolutely useless live chat in which I never was assisted. Ive even been hung up on before I was able to say hello. I understand losing a contract may cause stress to the companies but the lack of customer service and communication is appalling. I work in the community and every resident I spoke with shares the same feelings and were also double charged when they did not use their service. While yes its only $80 - that is $80 per person they have incorrectly billed. This community alone is 399 units so Id imagine they have a lot of refunding to do. My main point is One Source has an extreme problem in communication and customer service. This is written in hopes of helping getting these peoples money back and a learning opportunity for One Source to improve where they lack.

    Business Response

    Date: 09/05/2024

    We show this account was disconnected on 7/25/2024, statement dated 8/20/2024, showed a refund amount of $67.75. The account was billed for dates of services 7/20-25/2024. Refunds are mailed out 6 weeks after the statement date of 8/20/2024. 

  • Initial Complaint

    Date:08/13/2024

    Type:Product Issues
    Status:
    Answered
    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 service was canceled with the company and at the time of cancellation they did not tell me that the modem had to be returned before the next billing cycle and if I didn't then I would be charged $210. That money came out of my account on Jul. 05. They then told me that money would be put back into the account it was taken out of on the next billing cycle which was July 29th, which was a lie. I called on August 5th asking about the money and they told me a check was sent out on August 1, 2024. I just called again asking about the check and found out they still have not mailed the check. I'm tired of the lies and waiting for my money to be refunded.

    Business Response

    Date: 08/23/2024

    OneSource is showing account disconnected on 6/13/2024, equipment was returned and credited on Jul 9th, Statement on July 20th showed a credit balance. A refund is processed within 4-6 weeks of the statement credit date.  Finance has advised refund check was processed week of 8/19/2024. Please contact customer service at 817-745-3000, if you have any other questions. 

    Customer Answer

    Date: 08/26/2024

    Complaint: 22129308

    I am rejecting this response because: I was told that I would have the check by end of last week and that has not happened. Also I have had to call multiple times to get this resolved. 

    Regards,

    Laura Boehringer

  • Initial Complaint

    Date:07/25/2024

    Type:Product Issues
    Status:
    Answered
    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 remitted payment of $451 on May 28 for cable, internet and telephone service. I cancelled all services June 3 because One Source was going out of business. They actually merged with Fiber One out of *********,Tx.I returned all equipment owned by One Source on June 3. A week later I called One Source to verify that they received my returned equipment and the answer was yes. On June 24 I received a bill for $1200 due to equipment not being returned. I called again and was told it was a mistake and a new statement would be issued but not until July 20. I asked when my prorated refund would be issued and was told 60 days. I called again today and was told that the equipment returned wasnt verified until now and it would be another 60 days until my refund would be issued.Any help the BBB can provide to recover my refund would be greatly appreciated.Thank you.

    Business Response

    Date: 07/30/2024

    OneSource shows services were disconnected on 6/5/2024, ************ contacted customer service to advice he returned his equipment on 6/27/2024. Credit was issued on the 27th of June by ************** ************ billing cycle ran on the 20th of the month. ************ was sent a revised bill on 7/20/2024 advising there would be a credit sent via a check. Our process for refunds takes up to 4-6 weeks of the notice date. Finance confirmed the refund check would be mailed out by next Friday 8/9/2024, which is within the 46-week processes. if there are any further questions, please contact customer service at ************. Thank you 

    Customer Answer

    Date: 08/13/2024

    Complaint: 22040388

    I am rejecting this response because:

    The finance person communicated thru BBB

    that my prorated refund check would be mailed by August 8. I called customer service today and was told that the check should be mailed sometime next week. 
    I believe this is another stall tactic by One Source and its management. This is not a trustworthy business.


    Regards,

    *****************

  • Initial Complaint

    Date:07/01/2024

    Type:Product Issues
    Status:
    Answered
    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.
    Disconnected service in March 2024. Statement shows I have a credit of $36.15. I have called several times and was told 30 to 60 days. Also said I would get a check in the mail & still have not received it. I always paid on time & was never late. Shouldn't take this long to get my refund.

    Business Response

    Date: 07/03/2024

    *****'s account disconnected on 3/7/2024, and is on a billing cycle that runs on the 20th of every month. Equipment was credited on 3/28/2024 after the March statement had been sent out. March Statement had a balance owed of $97.29, April invoice showed a credit balance of $36.15, normal process is for a customer to receive refund within 4-6 weeks of the statement date. i did confirm with finance this refund is being processed this week and check will be out in the mail by Friday 7/5/2024.  We do apologize for any inconvenience if there are any further questions please contact customer service ************.

  • Initial Complaint

    Date:06/25/2024

    Type:Product Issues
    Status:
    Answered
    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 opened an account with ******************************** for internet service in 2023. Account # ******. I had to give them a deposit of $147.00 because I would not give them my SS number. In Mar of 2024 they were bought out by Fiberfirst. I was told I would get my deposit back. After repeated phone calls for 4 months I still have not received my $147.00. If I'm not refunded my deposit soon, I will be going to small claims court over this.

    Business Response

    Date: 07/03/2024

    ***** services were disconnected on 3/27/2024. ***** account is on a bill cycle that runs on the 5th of every month. On 4/5/2024,**** received a statement with a credit balance on it dated 4/5/2024. Checks are normally sent out within 4-6 weeks of the statement date. I show check has already been processed and mailed out. 

    Customer Answer

    Date: 07/03/2024

    Complaint: 21890943

    I am rejecting this response because: I have been told repeatedly that the check has been mailed. The first time was in May. It is now July 3rd and I have not received it.

    Regards,

    *******************

  • Initial Complaint

    Date:02/08/2024

    Type:Product Issues
    Status:
    Answered
    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 ended my service because I was moving and I was told if I had a credit on my account it would be mailed to me and I gave my forwarding address. I did see I had a credit and after about a month from my last bill I contacted them to see how it worked on receiving my credit because its been a while (My last bill was in November) to this day 02/08/24 I have been told 4 or 5 different reasons why I havent received it yet. From they had a problem with their system to now they need to verify they even received the equipment. If they havent already verified that why would a credit be on my account? I understand the amount isnt a crazy amount ($74.97) but I didnt even ask about it I was told and then they provided the amount and now is giving me the run around

    Business Response

    Date: 02/27/2024

    The refund was processed on 2/8/2024. Our refund process takes up to 60 days from the final statement which did not go out until 12/20/2023. Refund processed in timely manner. 

  • Initial Complaint

    Date:10/03/2023

    Type:Billing Issues
    Status:
    Answered
    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.
    ONE SOURCE Communications continues to charge and attempt to collect incorrect amounts for services during service and after service termination. I ended my home internet service with ONE SOURCE in/on April 03 of 2023. I ended my service because of not receiving internet speeds as advised by ONE SOURCE. I paid the balance in full before contacting the merchant and requesting to close my account well before any new billing could occur. There were Unapplied payments that do not match with monthly Balances when reviewing the Accounting details for my account. I would pay the amount on the invoice but the payments of how or when they were applied did not match when i would pay the balance in full. December invoice shows I paid ****** but the Customer accounting detail does not reflect any payments the were made for ******. Several discrepancies do not match payments reported to be made in OneSource accounting details and the Customer Invoices being sent out. February 2023 ******* says I did not make any payments in January 2023, but the Customer Accounting details shows payments applied for ***** twice. I was told I would receive a Pro-rated credit as I have already paid for services in full before closing my account. Now 1 month after closing my account ONE ********************** is trying to collect $48.23 from me for current charges.My bill clearly indicates that I have a previous balance due of $0.00 dollars. Having researched past billing because of this latest fraudulent collection attempt, I have noticed ONE SOURCE has been incorrectly misapplying payments and over charging for past payments.Once Source is now charging me a collection fee send to *************************. Any debts with ONE SOURCE COMMUNICATION has been disputed. One Source has not provided any response to this dispute which has been forwarded to Better Business Bureau and Consumer ************************** Complaint# ******-11067870

    Business Response

    Date: 10/03/2023

    We show this account was disconnected April 5th, 2023, per the customer's request. There was no invoice in December for $186.00. The account was paid ahead so the customer did not have a balance in the month of January therefore no payment was made. We did mail out a final prorated statement which included a reconnection fee of $35.00 plus taxes for failure to pay the bill the month prior and the service being suspended as well as a $35 trip charge. The trip charge was due to the technician finding that the customer-owned equipment could not support the speeds that **************** was subscribed to.  There were prorated credits given back but it did not cover the full balance still owed on the account upon disconnection. We have replied to the collections dispute as well showing all balances were in fact true and correct and owed by ***************** 

    Customer Answer

    Date: 10/04/2023

    Complaint: 20690089

    I am rejecting this response because: The accounting details provided in One Source Communications Customer portal does not match the invoices sent which indicate "Customer Paid or Cashier Payment" amounts that do not support the accounting details listed as Payments made by me the Customer.  i have always paid by Credit card to One Source Communications and I have credit card statements that do not match what One Source Communications has or had detailed in their systems for Balance due and Amounts paid. There should be a Zero Balance for this account!

    Regards,

    *****************************

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