Stay away from One Way Air…read more
My experience with One Way Air has been one of the most frustrating consumer experiences I have ever had.
What started as a preventative maintenance visit turned into a sales appointment before the scheduled maintenance was even completed. Instead of performing the service I requested, the visit quickly became focused on selling me a replacement system. For approximately two years, my preventative maintenance visits repeatedly included discussions about replacing my AC system. The final maintenance visit became a sales conversion that resulted in replacing an operational system.
I was sold a two-stage HVAC system specifically for humidity control and improved comfort. The system installed did not match the configuration I understood I was purchasing and has not performed as represented.
The problems started immediately after installation. Within the first few days, I observed installation concerns, including an improperly sealed filter/media cabinet, sealing deficiencies, condensation issues, and areas of the installation that were visibly wet. Within about 10 days, I observed rusting screws and dripping sealant (mastic). A newly installed HVAC system should not be showing these types of issues.
The system also developed a blower motor/module failure requiring warranty repair. My home is still not cooling properly, and despite documentation showing the blower is not operating correctly, One Way Air continues to dispute the issue rather than resolve it. The warranty repair remains incomplete, and I still have not received a clear corrective plan.
One Way Air has been to my home approximately five times since installation, yet the problems remain unresolved. I was forced to hire two independent HVAC professionals at my own expense because the issues were not being resolved. Their evaluations documented concerns that remain unresolved.
It has now been approximately 40 days since installation, and I am left with an HVAC system that is not performing properly, an unresolved warranty repair, and no clear path forward.
I replaced an operational AC system expecting improved comfort and reliability. Instead, I ended up with a system that performs worse than the one I replaced.
The lack of communication, follow-through, and accountability has completely eroded my confidence in One Way Air. On Monday, Ryan advised that he had received my emails and would be sending a written course of action "momentarily." As of Friday evening, I still had not received the promised written plan.
The responses I received did not address my specific questions, provide supporting documentation, or offer a clear corrective plan. They felt like repeated explanations without resolution or accountability for the documented installation and equipment concerns.
Do your research before hiring One Way Air. Get everything in writing before giving any money. Make sure the exact equipment configuration, performance expectations, and scope of work are clearly documented. Do not rely solely on verbal representations or a generic invoice that only lists model numbers without clearly explaining what you are receiving.
If I had known this would be my experience, I would not have hired One Way Air. Learn from my experience: verify exactly what equipment is being installed, get every promise in writing, and make sure you fully understand what you are receiving before you pay.
