Business Profile

Holding Company

Southern Home Services

Complaints

This profile includes complaints for Southern Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

186 total complaints in the last 3 years.
90 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:06/02/2025
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.
The evening of 5/27/2025 was the date Mission Plumbing, Heating & Cooling sent a plumber to install a new kitchen faucet, which we had purchased with all necessary parts included. We also asked the technician to check a "running" toilet and some loud water pipes, which he did. He caused the toilet to fill even more often than it had been. On the invoice, he said we were potentially interested in replacing all 3 toilets, but that was not the case. He was just interested in selling us 3 new ones. Regarding the loud pipes, he did some banging to tighten them, but the problem wasn't solved. He did not even check the. He took 30 minutes to successfully install the kitchen faucet. The charge for the approximate 75 - 90 total minutes was $894.44. This is about triple the amount the 3 other companies I checked with on 5/28/25 charge, the highest being $290 if they had to supply parts.Also on 5/28/25, we turned in a 1-star review in response to their request for feedback. We received a call right away asking why we gave the low rating. Her response was to send a supervisor to fix the toilet issue. He arrived midday, assessed the situation, left for a while and returned with a flapper seal which he installed. He presented a bill for approximately $290. After some discussion during which we told he him how unhappy we were with the high charge from 5/27/25 and the sales pitch we'd gotten to buy three new toilets, he took the bill back and said there would be no charge. On 5/28/25, we hired a local plumber who not only fixed the toilet, but his charge was 40% of the $290 Mission Plumbing, Heating & Cooling was going to charge.The faucet installation was successful, but the cost was exorbitant. The customer ********************** person we spoke to said she would ask her supervisor about a price adjustment, but we never heard back on that. We tried to call the customer ********************** person back to fill in more details of the two technicians' service calls, but she never called back.
Business Response
Date: 06/17/2025
Dear **** and *****,
Thank you for sharing your feedback regarding your service on 5/27/25. Were sorry to hear about your experience and truly regret any frustration caused by the service visit and communication that followed.
We're glad we had the opportunity to speak with you directly, and that we were able to come to a resolution. Thank you for offering us the time to make things right.
If you have any further questions or concerns, please dont hesitate to reach out. We value your feedback and the opportunity to make things right.
Customer Answer
Date: 06/17/2025

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,

**** And ***** *****
Initial Complaint
Date:05/28/2025
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 out on December 17, 2024 and replaced the thermostat and both heating elements on our 10 year 80 gallon ** ***** water heater since we had no hot water. The next day, we had no hot water and a technician came out on December 19, 2024 and said our water heater was leaking and we needed a new one. On December 19, 2024 we purchased and had installed a new water heater from ***** ****. We paid a total of $3455.38 for both jobs. The brand was HTP 55 gallon with tank booster equivalent to an 80 gallon with lifetime warranty per ***** ****. On May 18, 2025 our hot water turned brownish yellow throughout the entire house. I called ***** **** on May 19, 2025 to have someone come out and look at the unit. A technician came out and noticed a difference in appearance in the hot and cold water. I showed him our tub and one of our sinks with hot water in them to show the discoloration. Apparently, ***** **** has heard of issues with the *** brand before. The technician said there was nothing he could do and that the manager would be calling me shortly. It is now May 28, 2025 and no one from ***** **** or Southern Home Services has called me back. I have tried numerous time to call the office and speak with someone and no one is helping me. My family has showered, bathed and washed clothes and dishes in hot water that is disgusting. ***** **** is not treating this as a priority. The technician says this problem is not covered under warranty which I find unreasonable since the unit is only 5 months old. I need this unit replaced with a different brand so my hot water is clear like our cold water. I paid way too much money for a defective water heater. The service response from ***** **** is completely unprofessional. It has been 10 days without any response form the management team or ownership.
Business Response
Date: 06/09/2025
Dear Mr. ****************** you for your patience, and we sincerely apologize for the delay in communication and the inconvenience this issue has caused you and your family.
We understand your frustration and want to assure you that your concerns have been taken seriously. Our team has made multiple visits in an effort to resolve the discoloration issue, including replacing the heating elements in the unit. Unfortunately, those efforts did not correct the problem.
After further discussion and your visit with our plumbing manager, ****, **** agreed to move forward with installing a brand-new water heaterfree of charge. We are committed to making this right, and we're glad we could connect with you directly to reach this resolution.
Thank you again for bringing this to our attention, and we appreciate the opportunity to correct the issue.
Customer Answer
Date: 06/09/2025
My name is *** ********. I filed a complaint against ***** **** Plumbing (Southern Home Services) about 1 week ago. The complaint ID is ********.

I had a meeting yesterday and the issue to replace my water heater was resolved. So, I would like to withdraw my complaint or at least to have the complaint not posted at this time. As long as the company agrees to provide the service they agreed to, I would like to consider the matter closed as of 6/4/2025.
Initial Complaint
Date:05/19/2025
Type:Order 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.
Before installing ac system, they had by grandson sign the document, and this should not have happened. I never even knew they did this. Next from my original complaint, I not even received a response, from BBB I wrote on 0ee5/16/2025. But today on 05/19/2025, that was mailed to my home on 05/16/2025, telling me, I need to get a inspection, that I knew nothing about! The typed letter I received states, that my permit expiration date was 03/03/2025!!!!! And they even added, that if my permit expires before the inspection in a timely manner, Fees will be added to my permit!!! I was NEVER told anything about a permit. And that City of ********* will not be conducting inspections 5/19/2025- 05/26/2025!!!! I need to b compensated, If I am charged additional monies due not being informed until the last minute, rather than upfront communication. They also need to complete the install and cover the wall opening shown in the picture! It whttps://************************************************* like that before the installation. I regret I used this company! I am a 73 y/o disabled army veteran, and they should be ashamed!!
Customer Answer
Date: 06/04/2025
Thankfully I have heard from Dial *****, and they have agreed to fix the problem, and arranged a date to come out, and the problem was fixed just moments ago, to my satisfaction! I am satisfied with company's ability to finally resolve this issue. I sincerely thank BBB for their efforts to help me this issue resolved!

Business Response
Date: 06/09/2025
Thank you for taking the time to share your concerns. We truly appreciate the opportunity to speak with you directly and understand the stress this situation has caused. As a 73-year-old disabled Army veteran, your experience matters deeply to us, and we sincerely regret any confusion or frustration along the way.
After reviewing our records, we want to clarify a few points:
- The installation documentation was signed prior to the start of work; however, we understand your concern regarding your grandson signing on your behalf, and we regret that this step may not have been properly communicated to you at the time.
- While the permit was filed as required, we understand that the timing of inspection notices and city scheduling may have caused unexpected concern. Well continue to assist in any way we can to help you avoid unnecessary fees.
- Regarding the wall openingour team has already patched the area, and were glad to have addressed that for you promptly.
Were grateful we were able to reach out to you directly and hope that resolution brings some peace of mind. Please dont hesitate to contact us if theres anything further you need.
Customer Answer
Date: 06/09/2025

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. I'm very thankful for the way **** at Dial ***** responded, and way this issue was finally resolved. Thank you, BB&B for the assistance in getting this situation resolved.

Thank you,

****** ***** LPN
Initial Complaint
Date:05/18/2025
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.
The issue started on 5/2 when Advanced Air came to my home for the unit not working. A gentleman named **** came out and said it was a board issue and the cost would be $500.00+ to install. They wanted full payment, I refused and gave them half, about $274.00 and told them when the part actually comes in and is installed I will provide the other half of the payment. The part should have been covered under warranty since the air unit is not quite 5 years old. I sat in 90+ degree weather with no air for an entire week with no call or check in of when the part would be here. I called the office to ask, then **** came out again and he overrode a wire in order to get the air unit working. 1) why did he not do that in the first place? I have a heart condition and the weather was brutal for the week I was without air. 2) when the switch arrived he said it wasn't the switch 3) On Sunday, May 11th my daughter took off of work to be here when another tech named ****** was sent to my home because he was a "senior" tech and had more knowledge. He tried the board and said it may be a faulty board and ordered another. He mentioned that the board was going into high pressure and did not know why. On 5/14 ****** called my daughter and explained the there is a different fault from the last time and that it was a high pressure switch that was going to cost $2,714.00. My daughter told him not to come to the house or touch the unit again because they apparently don't know what they are doing. She told them she would be calling someone else to look at the unit. meanwhile we had made several phone calls to Advanced Air about getting the $274.00 back since they did not install the board and said it was bad. someone was to call back on Monday and refund the money we spoke with an ****** who said that manager would get to it on Monday. You call the office and no manager or business owner will call you back or take a call. The company messed up our air unit!
Business Response
Date: 05/20/2025
Were truly sorry for the frustration and inconvenience you experienced. Our Customer ********************** Manager called and left messages on May 20, 2025, in an effort to speak with you directly. A refund for the service has been initiated. We take your concerns seriously and are reviewing the situation internally to ensure its addressed appropriately. If theres anything further we can do, please dont hesitate to reach out.
Initial Complaint
Date:05/18/2025
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.
****** the Service Technician came out to ************************************* **********, VA ***** to diagnose the Generac 25 KV Liquid cooled system. By accident he left the Generac Generator in the off position after servicing. The basement Primary Bedroom flooded 5/17/25 as it needs the sump pumps to function to prevent taking water. ****** ***** a Manager at ME Flow was totally unhelpful and offered zero assistance to help the tenant dry out the basement due to their negligence of leaving the Generac Generator in the off position!! ****** ***** indicated that they may not have left it in the off position, but acknowledged that his technician who came out to the property on May 17, 2025 found in the Generac in the OFF position. and they were the last people to service the Generac generator. ****** ***** also mentioned that the face plate on the Generac generator was removed though it had not been touched since they serviced the Generac generator last.. really ****** ***** was not helpful hung up and said to call him back when I was willing to talk like a normal person just awful!!I can no longer recommend ME Flow with good consciousnessawful service!
Business Response
Date: 05/20/2025
Were very sorry to hear about your experience and the situation at your property. We take this matter seriously and are committed to resolving it properly. Our Regional Vice President, **** *******, will be reaching out to you directly to discuss the next steps. Thank you for bringing this to our attention.
Initial Complaint
Date:05/07/2025
Type:Sales and Advertising 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 paid this company over 28k for a new unit ac and duct work in my remodel. Since install it has broken multiple times. One time the ceiling compassed due to water in the pan . The old owners came out and fixed what they could . Now the unit continues to constantly turn off and fill with water . The entire system is only 2 years old . This new ownership does not care in the least . They told me the motor is bad but its not covered . not covered after two years ??? they also dont bring the filters i dont know what filter it needs becasue all their techs always brought filter for me . the unit is up in the attic and its a disaster to reach for me . Now todays tech said the filter is bad and that the motor is bad and neither is covered . After paying 28k i dont think i should be responsible for a faulty motor and they should bring a filter . If they dont have the filter they should atleast tell me the size . Which ***** in the office does not seem know or care about my situation he did not know what size filter i needed .. he did not read my account to see all the issues i have had with this new install.This company has had 169 complaints in the last 3 years . They should be shut down and investigated .
Business Response
Date: 05/20/2025
Dear Ms. ********************** you for taking the time to express your concerns. We understand your frustration and want to provide full transparency regarding the history and condition of your **** system.
Since the installation, our records show weve been to your home over 22 times between July 11, 2022, and May 7, 2025. These visits have allowed us to observe and document the various stages of your homes remodeling process, which has been coordinated independently.
As early as August 22, 2022, our technicians noted that the workers you contracted had removed a load-bearing support beam, resulting in sagging and partial collapse of your ceiling. We want to clarify that the air handler was properly suspended from the chords of the truss system, with no weight ever placed on the lower trusses. These structural issues were not a result of the **** installation.
Additionally, your system includes a Natures Home 5" electric air cleaner, which is designed to capture extremely fine dust and debris. This unit uses a proprietary 20 x 25 filter media specific to that cabinet. The filter size has been documented and communicated multiple times during service visits, and our technicians have replaced it on several occasions during your homes construction.
We understand that you may not have been told the size during your most recent call, and we regret any confusion that caused. However, the correct filter and its specifications have been part of your service history. We're happy to re-confirm this information and can assist with ordering or scheduling regular replacements to avoid any inconvenience, especially given the units location in the attic.
Its also important to emphasize that the system was repeatedly documented as needing to be shut off during heavy construction, including sanding, demolition, or any activity that generates significant airborne dust. Unfortunately, continuing to run the system during those phases has allowed debris to accumulate inside the equipment. This type of exposure has likely contributed to the motor and filtration issues now being observed. These problems are environmental in naturenot caused by equipment defects or improper installation.
While we cannot override manufacturer warranty terms or retroactively prevent damage, we are committed to helping however we can moving forward. If you'd like, we can set up a consultation to review options for system cleanup, repair, and maintenance going forward.
Thank you again for the opportunity to respond, and we remain available to assist you.
Customer Answer
Date: 05/30/2025
thats all BS. construction ended years ago and your ac that u installed still shuts off. Dont blame others for your own c*** work. Your staff are incompetent and your prices are astronomical. The original owner came out himself and was very apologetic and installed a water sensor in the event the unit leaked again. This new owner doesnt care in the least ! the filter cost was quoted 500 which is absolutely idiotic . your staff need major customer ********************** education. A ac unit does not belong in a hot attic and this should have been explained. Your company is negligent and you know it . Karma works in mysterious ways and i hope this owner gets what he deserves which will cost him 28k!
Initial Complaint
Date:05/01/2025
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.
Fast of FL now earned and operated by Southern Home services. *** And ****** donated a unit to me because I'm disabled. They put it in February 24th did great job after 5 months of failed they put a new unit in. Problem was I never had a permit for the first one now the second one after me pushing it failed twice through Pasco County.. the ductwork in the unit and electrical. Second unit they gave me was on recall and another company had to come that ******* sent because Fast did not respond. New Port ****** came out failed it twice I'll touch that.. there's been nothing but a mess since last July 29th when they put the second unit in.. and literally took their whole entire team of like 11 guys to come out to try to figure out what was wrong with the first unit.. what it was was they replaced the ductwork with the wrong size according to. ****** ********** came and put a second unit in which is awful they messed up the 10 piece I had to go purchase a new one which the company refuses to put it on after I paid for it.. and they never change the ductwork.. not to mention it was on the ground from my house inside and my neighbor came in and found it smelling like dirt they came and pulled it back up into the house and replastered it like a two-year-old.. problem is my permit legally has failed two times through the City of ********************* and it's now going to have to be pursued by them. They sent ***** ******** who came in there strong like he was going to do something had electrician come in he said everything was fine which failed. He measured the metal piece over duct work. I watchd the guy slam it on because it didn't fit properly jumping on it now gaps. Bottom of the mobile home messed up animals under there in and out because they have the space to do it now it's just been a nightmare but now the permit has failed twice ***** growing off me compensation for my troubles in my electric bills that have tremendously increased but I am on limited income. He lied
Business Response
Date: 05/05/2025
Thank you for taking the time to share your concerns. We truly understand how frustrating and stressful it can be to experience ongoing issues with your homes HVAC system, especially when dealing with permit challenges and inspection delays. As a company that values integrity and service, we take all feedback seriouslyespecially when it involves a project as important as this one.
We want to emphasize that our involvement in your case has always been driven by a sincere desire to help. The **** equipment provided to you, as well as the installation and all related labor, was donated entirely free of charge through a charitable effort made possible by Southern Home Services, Fast of FL, and ******. Despite not being under any contractual obligation, we went above and beyond to replace your original unit at no cost to you after it failed, even purchasing a second unit and completing additional workincluding replacing duct runsnot originally our responsibility.
We also want to clarify a few important points. The equipment we installed was a like-for-like replacement of your original system, matching the specifications of what had previously been installed. Any concerns about prior incorrect sizing originate from before our involvement. Additionally, the ductwork was never improperly installed or left exposed, and we have found no evidence to support that animals have gained new access under the home due to our work. Any components not originally included in the donated scope of work, such as the metal tin piece you purchased separately, were not part of our responsibility and therefore not included in our services.
We understand there have been complications with the permit inspection process, and we regret that this has caused further stress. However, our team has worked diligently to ensure all install-related requirements are met, and any failures on the permit side are being addressed through the appropriate municipal channels. Our project manager, ***** ********, was sent specifically to assess and assist with resolving these issues in good faith.
While we sympathize with the challenges you've faced, we respectfully stand by the work weve done and believe we have fulfilled our commitmentsespecially considering the charitable nature of this project. At this point, we have done all that we can to ensure your equipment is installed properly and safely.
We sincerely hope for a resolution with the city that brings you peace of mind, and we wish you comfort and stability in your home moving forward.
Customer Answer
Date: 05/05/2025

Complaint: 23274605

I am rejecting this response because:

Sincerely,

****** ******
Customer Answer
Date: 05/06/2025
So what this business is saying to the public is they're not going to complete their work they put the unit in yes through ****** for free, and they ***laced the ductwork that was 24 years old. The reason why the Lennox unit malfunction according to ***** *** was a place to incorrect size ductwork for my unit and that's what he said to the technician as I was standing there. He went to the entire unit with the technician and that's what it came up to be was the ductwork they never ***laced it after they put the new unit in to go with the size of the unit from what I was told again from one of their texts. They sent out about like I said 8 to 10 of them for the second unit too. I think the entire company came to my house again it wasn't my fault that the Lennox unit malfunctioned it was theirs... And it's not my fault that they did not fix the ductwork properly for the second unit that was a recall that they sent me.. it's not my fault that they failed the permit twice as shown.. and so they never backed any of their stuff they sent guys and put even put freon in a brand new unit which after that wasn't even appropriate for the law but all I'm asking them to do is fix what they did and if the ductwork isn't the proper size for the unit again they need to fix it that's what you call a good business.. and yes I'm disabled and they gave me the unit but does that give them a reason to treat me the way they have? Again it was their company's fault for placing the wrong size ductwork not mine and I heard the ****** *** tell tell the tech that, after he did some kind of readings. So basically what you're saying is you're not going to fix what you put in after you run the thrift unit because you're inconsistencies and then you're not going to pass the permit for the second unit you never even got one for the first unit for almost a year now and then you put the second unit in July last year and just now getting to the permits that's after me fighting tooth and nail to get that done. Most companies who apply for a permit usually complete the paperwork immediately after it is placed not a year and a half later in the meantime another unit was placed. And then they lied on that when the permit went in saying that that unit was just a ***lacement but they never had the first unit inspected. So what legitimate company does that not one I've ever heard of and according to the law they should have had the permit taking care of right after it was put in but they didn't and five months the first unit was not working properly, because of their error not mine.. I'm in the letter they even wrote that they just sized it up from what was there before what was a different model it was made by Carrier not ******. In the ****** *** told the technician that. So where does this fall in my fault and where does this fall in my fault you sent your entire technicians to my house and none of them could figure out the problem it would have helped if they didn't super glue the side of it maybe that would have been the problem too but again I'm not a technician and I'm not not the one that failed the customer. And with that attitude of a large business that now took over faster Florida oh well lady we gave it to you free give me a break and the second one you gave me was a recall unit and I was so grateful believe me for the first one but it's been nothing but a nightmare in My Life and it's failed the permanent again twice since February and no one has even come or contacted me at all.. so I'll just let the city and state handle it.. and they are a large organizations that will be involved. But that's a bad attitude oh we gave the lady a free because she was pouring disabled so that's her problem again I didn't put the unit in incorrectly nor did I place the wrong incorrect ductwork your company did and you never backed it.. Not only that is I beg for a permit for the first unit before it ever died. Maybe you need to hire technicians that know what they're doing cuz it seemed like only one or two of them out of those eight did.. again we probably need to pull ****** in on it too cuz I was there when the guy had the conversation and did the checks. And there's no way the technicians that came out 10 times could have properly even maintained it equipment because they literally had the side where the overflow drain is super glued with purple plumbing glue so no one ever wants took off that side where the coils were great job guys.. so whenever wrote your story up they should have followed up on the entire story because I have it all pictures videos why do I have to go through all that when all you needed to do was do do it correctly but just because I'm poor makes it okay for you just to not do it and I have pictures of the back of my house where animals are going in and out you didn't even put the screening up right my bricks are all falling in and again I have pictures of everything.. then I send ***** Grossmen and ******* in my house ******* check my electrical box and saw the sloppy job outside with comments.. ***** even offered me compensation. I said no all I want is my unit fixed properly and my ductwork fixed properly and the back of the bricks and stuff put up properly and then I get no response so I will continue to pursue it but how dare they abuse or disabled person give them a unit and then walk away from their shoddy work they did. Again I have videos to pictures to emails to text. So I guess my final answer is I will let the state and city pursue it like I said what company doesn't do a permit on a unit that they place for months then the unit dies and they ***lace it with a another one a good man that was on a recall.. be proud guys
Customer Answer
Date: 05/06/2025
I sent this once I'm not sure it went through. I will let the city in ********************* in the state handle this. here's a large company ***lace the unit incorrectly by e not using the proper size ductwork according to the LENNOX *** **** that was called after the many technicians came in and couldn't figure out what was wrong with the product they even put like I said freon in it twice in 2 days.. one side of the unit was literally glued shot with plumbers glue with the purple the side that the coil was on they would work on my unit and leave in 10 minutes later it wouldn't work anymore that's because they never took the side off of it until the last visit when the ****** *** was called. I have that. Every technician like I said had a different excuse I had one guy walking through my house talking to another guy just the last visit ** and I was appalled at the stuff that he was saying INSIDE MY HOUSE TALKING TO ANOTHER GUY THAT CAME THAT SEEMED A LITTLE MORE KNOWLEDGEABLE ABOUT ****S.. BUT BASICALLY WHAT YOU'RE TELLING ME SOUTHERN HOMES IS BECAUSE I'M POOR AND I GOT A FREE **** THAT'S NOT YOUR PROBLEM IT'S MINE AGAIN I DIDN'T PLACE THE **** INCORRECTLY THE FIRST ONE NOR THE SECOND ONE THAT CAME AS A RECALL YOU WOULDN'T EVEN RESPOND WHERE ******* HAD TO SEND OUT ANOTHER COMPANY TO PUT THE STICKER ON AND CHECK IT SO AGAIN BECAUSE I'M DISABLED AND YOU PUT THE **** IN WRONG IT'S ON ME.. THAT'S AFTER 8:10 GUYS COME TO MY HOUSE NOBODY KNOWS WHAT THE PROBLEM IS FREON'S ADDED AND THEN THE MACHINE BLOWS UP BECAUSE THE **** WORKS INCORRECT.. WRONG ANSWER NOT ONLY THAT IF YOU PLACE THE NEW **** JULY 29TH OF 24 THE ONE THAT WAS ON A RECALL YOU NEVER CAME BACK THEY DID SHODDY WORK ON IT AND THE ONLY REASON WHY THEY CAME BACK IS BECAUSE MY DUCK WORK WAS PULLED SO HARD IT WAS ON THE GROUND INSIDE MY HOUSE ON MY MOBILE HOME THAT'S MY FAULT TOO WRONG ANSWER.. NEVER MIND MESSING UP THE BACK OF MY HOUSE FOR ALL MY BRICKS WERE IN MY SCREEN.. AND I HAVE PICTURES OF IT ALL SO AGAIN THEY'RE BASIC FINAL ANSWER IS THEY'RE NOT HELPING ME WITH SHAWTY WORK FAST OF ******* DID. SADLY WHEN THEY FIRST CAME OUT I COULDN'T HAVE BEEN MORE EXCITED WHEN MY LIFE I TOOK HUNDREDS OF PICTURES OF THEM BOUGHT THEM LUNCH TIP THEM THEY LEAVE I DON'T HAVE ANY PROBLEMS FOR 5 MONTHS I WAS SO HAPPY I COULD ACTUALLY HAVE MY GRANDSON IN MY HOUSE AND VISITING ME THE TWO DAYS AFTER HE LEAVES MY **** DIES I ALSO HAVE ONE GUY COME OUT THAT DIDN'T EVEN KNOW HOW TO PROGRAM THE THERMOSTAT BUT THAT WAS MY FAULT BECAUSE OF WHAT.. LIKE I SAID I'LL LET OTHER PEOPLE HANDLE IT FROM NOW ON. AND I'M DISABLED AND THEY'RE MORE THAN HAPPY TO HELP ME WITH THIS I JUST THOUGHT THAT THEY WERE A BETTER COMPANY THAN THEY REALLY TRULY ARE . AND NOW THAT THEY HAVE TAKEN OVER SOUTHERN HOMES SERVICES IT'S FUNNY HOW FAST THE FLORIDA HAS A MILLION REVIEWS THAT ARE GREAT LIKE ALL THE OTHER COMPANIES THAT THEY TOOK OVER SAME PEOPLE REVIEWING THEM. BUT EITHER WAY I'M SADDENED TO THINK THAT THAT'S HOW I WAS TREATED BEING DISABLED AND GIVEN A FREE **** BUT I GUESS YOUR TECHNICIANS NEED TO BE RESCHED BECAUSE I HAD NOTHING TO DO WITH ANY OF THE THIS FAILURE YOUR COMPANY DID
Customer Answer
Date: 05/06/2025
I also wanted to mention I do have pictures and I also have a video showing that your men jumping up and down on the 10 piece that covers the ductwork when they ***lace the unit with a smaller unit trying to get that cover to fit the second unit so yes you're incorrect.. and I'm not the one that measured it for ***lacement ******* did when he came with ***** ******** I told him I would purchase it they just have to pick it up and put it on cuz it didn't fit my car and they agreed on it well ***** agreed on it again they smashed it with their body weight onto it and there was a big dip in it where all the water was pulling nothing like having mosquitoes every time you walk around your back of your house but I didn't place that on there your team did and they jumped up and down just to do it.. and I said I don't have a problem paying for it it just needs to be properly installed because the animals were going underneath of there because it didn't touch the ground ****** agreed and so didn't ******* and they measured it ******* gave me your measurement and I immediately took it to Daleye Aluminum I gave **** the measurements I paid for it and told him you guys would be there to pick it up because that's what I was instructed by ***** ********.. so please don't change change the story around that's not what it was. I want immediately to Dallas and head them cut it.. the most professional companies would have tried to get to fit properly or measured for a new one I agreed to pay for a new one again I have pictures of the men putting it in and video.. but I did not measure it for a new one ***** ******** brought ******* the electrician and he measured it and again I had no problems paying for it I just needed it ***laced because the animals were going underneath of the 5-in *** that was left after they jumped on it. Not to mention I have pictures of what they left my place look like and even ****** ******* agreed on how it was taped up was in disgusting well the word wasn't disgusting to them.. but again ***** ******** assured me that would be fixed and that they would place the new 10 piece that I purchased it was absolutely disgusting and I have pictures and videos of that too.. but just because I got it free because I'm disabled and my electric bill went up which the electric company told me it could possibly be the ductwork because it was a lot cheaper before when they had the Lennox unit in but either way it was found on the ground they pulled it that hard that it fell and then they ***laced it.. not ***laced it but pulled it back up into my mobile home it was ***laced back in February of 24 before they put the new unit in in July.. that's what my neighbor went in and found it on the ground when she opened up the door where the filter was.. so please your information is totally incorrect.. and again I have no problem showing all that too plus the 36 emails or more I sent all I asked for it was to be fixed properly the ductwork..and don't forget to mention when they came it was **** krossed nothing I put in under there your team did and your team is the one that said it was cross crossed that's why the flow is broken.. sadly to find out from the ****** *** that it was the size of the ductwork and some kind of measurements and readings that was taken that day so don't try to blame me for your mistakes again I didn't put the unit in it was given to me yes but I can't get another company to touch it because it doesn't have a permit that passed nor would I risk that on anybody else.. so I was asking is fix the duct work and pass inspection so I can go on with my life I don't think that's a lot to ask of a professional company.. and for you to blame it on the fact that you gave it to me free and it's my problem is a pathetic response for a company that is so huge again I didn't put the unit in I didn't make any mistakes on the unit I didn't place the duck working correctly or size it incorrectly and nor did I jump up and down on my metal 10 piece over top of the ductwork and I never said it was exposed so you're incorrect there too.. what is exposed is the animals can get underneath it there and ****** saw it and so didn't ******* the gap and it's about a 4-in gap that they go in and out under that was never there when they place the unit the first time nor was it there when my unit was placed it fit perfectly.. So please make sure you talk to your people and get the real truth. Because I have to pursue this I don't have a choice that's where I live.. and you're going to tell me that a professional company just ***laced what was there that's incorrect too because my unit was a 4 ton carrier unit and they should have measured the ductwork that's not my fault I'm a nurse I would have never known that they should have measured the ductwork correctly I don't do that for a living they do.. and again anybody that donates a unit that they put it in correctly and tries to blame the disabled person is pretty sad.. ?? so I guess I'll have to have the city pursue it legally I wasn't trying to go there with you I just wanted what was right to be fixed and properly. I was a pain customer is that what would your excuse be then. Because reading fast to ******* refused there's several permit issues also and issues the same as myself. Again being disabled I had to turn to the Better Business we were just so I could get a response that's pretty pitiful in itself. I. want to thank the better Business bureau for pursuing this in contacting them. What a Sad response from a professional company.. What would your excuse be if I was a paying customer. And just between my tips and lunch that was $800 and I offered even to pay for the permit cuz I had saved up $1,200 and all of your people said no no you don't need to help us pay for anything. So I thought that's the least I could do so again I'm disabled and that's what how you're going to treat somebody that's sad in itself. I'll let ****** know what a great company you are with their products and their installation thanks again
Business Response
Date: 05/20/2025
Please see the details below as a summary of what has transpired with this particular customer. We are unsure how to respond to her most recent message and hope this background will offer enough details for you to determine the best way to close this case. I look forward to hearing your response. Thank you.
Background:
In Fall 2024, Southern Home Services ran a Scary HVAC Contest, offering a free HVAC replacement to the winner who submitted the most worn-down system. Ms. ******* a disabled individual on a fixed income, submitted her application but was not selected. Following the contest, she emailed expressing her distress over her unlivable home conditions, including high utility costs and an inoperable 20-year-old HVAC system.
Moved by her message, company leadership voluntarily decided to assist her despite her not winning the contest. The goal was to improve her quality of life, even though it would require equipment donations, labor contributions, and logistical coordination outside the normal scope of service.

Initial Support Provided:
- Donated Equipment: Lennox graciously donated a 4-ton package unit, valued at ~$3,000.
- Labor: A team of installers volunteered to complete the full installation on a Saturday at no cost to Ms. ******.
- Site Visit: Conducted by Operations Manager, Install Supervisor, and former ** to assess conditions and plan support.
Upon installation, the home was found to have no interior flooring, deteriorated insulation, and only two ducts (one supply, one return). Despite the upgraded unit, poor airflow and high static pressure caused performance issues almost immediately.

Follow-Up and Secondary Install:
- Numerous Service Calls (JulyAugust 2024): Freezing coils, refrigerant issues, and airflow problems continued due to incompatible ductwork and oversized unit.
- Replaced With Smaller Unit: In late July 2024, the 4-ton unit was replaced at company expense with a 3-ton ******* package unit to better match her duct limitations.
- Ductwork Upgraded: On August 18, 2024, all accessible flex ducting was replaced and reconfigured to optimize airflow. Space limitations under the mobile home required digging to fit the new setup.

Ongoing Concerns and Customer Actions:
- Despite significant intervention, the customer continued to report issues, largely tied to structural limitations of her mobile home which has inaccessible ductwork and poor insulation.
- Temporary portable AC units were provided while troubleshooting continued.
- Ms. ****** had a handyman measure for a new doghouse (unneeded), posted the bill on her wall, and expected the company to pay for and install itwithout prior approval.
- Multiple inspections, including by an electrician and management, confirmed that the system was functioning as designed, with static pressure limitations due to the original home design.

Current Status:
- As of February 2025, all components were verified to be installed properly, sealed, and operational.
- Photos and documentation were submitted to the county inspector.
- Further communication and resolution efforts were shifted to ***** ******** and Corporate for final handling due to escalating demands and lack of sustainable resolution.

Conclusion:
Southern Home Services went beyond contractual and ethical obligations by providing donated equipment, labor, and extensive post-install support. All practical solutions within the structural limits of the home have been exhausted. The underlying issues are due to the original construction and internal duct design of the mobile homeconditions outside the scope of any HVAC contractors responsibility.
Business Response
Date: 05/20/2025
Please see the details below as a summary of what has transpired with this particular customer. We are unsure how to respond to her most recent message and hope this background will offer enough details for you to determine the best way to close this case. I look forward to hearing your response. Thank you.
Background:
In Fall 2024, Southern Home Services ran a Scary HVAC Contest, offering a free HVAC replacement to the winner who submitted the most worn-down system. Ms. ******* a disabled individual on a fixed income, submitted her application but was not selected. Following the contest, she emailed expressing her distress over her unlivable home conditions, including high utility costs and an inoperable 20-year-old HVAC system.
Moved by her message, company leadership voluntarily decided to assist her despite her not winning the contest. The goal was to improve her quality of life, even though it would require equipment donations, labor contributions, and logistical coordination outside the normal scope of service.

Initial Support Provided:
- Donated Equipment: Lennox graciously donated a 4-ton package unit, valued at ~$3,000.
- Labor: A team of installers volunteered to complete the full installation on a Saturday at no cost to Ms. ******.
- Site Visit: Conducted by Operations Manager, Install Supervisor, and former ** to assess conditions and plan support.
Upon installation, the home was found to have no interior flooring, deteriorated insulation, and only two ducts (one supply, one return). Despite the upgraded unit, poor airflow and high static pressure caused performance issues almost immediately.

Follow-Up and Secondary Install:
- Numerous Service Calls (JulyAugust 2024): Freezing coils, refrigerant issues, and airflow problems continued due to incompatible ductwork and oversized unit.
- Replaced With Smaller Unit: In late July 2024, the 4-ton unit was replaced at company expense with a 3-ton ******* package unit to better match her duct limitations.
- Ductwork Upgraded: On August 18, 2024, all accessible flex ducting was replaced and reconfigured to optimize airflow. Space limitations under the mobile home required digging to fit the new setup.

Ongoing Concerns and Customer Actions:
- Despite significant intervention, the customer continued to report issues, largely tied to structural limitations of her mobile home which has inaccessible ductwork and poor insulation.
- Temporary portable AC units were provided while troubleshooting continued.
- Ms. ****** had a handyman measure for a new doghouse (unneeded), posted the bill on her wall, and expected the company to pay for and install itwithout prior approval.
- Multiple inspections, including by an electrician and management, confirmed that the system was functioning as designed, with static pressure limitations due to the original home design.

Current Status:
- As of February 2025, all components were verified to be installed properly, sealed, and operational.
- Photos and documentation were submitted to the county inspector.
- Further communication and resolution efforts were shifted to ***** ******** and Corporate for final handling due to escalating demands and lack of sustainable resolution.

Conclusion:
Southern Home Services went beyond contractual and ethical obligations by providing donated equipment, labor, and extensive post-install support. All practical solutions within the structural limits of the home have been exhausted. The underlying issues are due to the original construction and internal duct design of the mobile homeconditions outside the scope of any HVAC contractors responsibility.
Business Response
Date: 05/20/2025
Please see the details below as a summary of what has transpired with this particular customer. We are unsure how to respond to her most recent message and hope this background will offer enough details for you to determine the best way to close this case. I look forward to hearing your response. Thank you.
Background:
In Fall 2024, Southern Home Services ran a Scary HVAC Contest, offering a free HVAC replacement to the winner who submitted the most worn-down system. Ms. ******* a disabled individual on a fixed income, submitted her application but was not selected. Following the contest, she emailed expressing her distress over her unlivable home conditions, including high utility costs and an inoperable 20-year-old HVAC system.
Moved by her message, company leadership voluntarily decided to assist her despite her not winning the contest. The goal was to improve her quality of life, even though it would require equipment donations, labor contributions, and logistical coordination outside the normal scope of service.

Initial Support Provided:
- Donated Equipment: Lennox graciously donated a 4-ton package unit, valued at ~$3,000.
- Labor: A team of installers volunteered to complete the full installation on a Saturday at no cost to Ms. ******.
- Site Visit: Conducted by Operations Manager, Install Supervisor, and former ** to assess conditions and plan support.
Upon installation, the home was found to have no interior flooring, deteriorated insulation, and only two ducts (one supply, one return). Despite the upgraded unit, poor airflow and high static pressure caused performance issues almost immediately.

Follow-Up and Secondary Install:
- Numerous Service Calls (JulyAugust 2024): Freezing coils, refrigerant issues, and airflow problems continued due to incompatible ductwork and oversized unit.
- Replaced With Smaller Unit: In late July 2024, the 4-ton unit was replaced at company expense with a 3-ton ******* package unit to better match her duct limitations.
- Ductwork Upgraded: On August 18, 2024, all accessible flex ducting was replaced and reconfigured to optimize airflow. Space limitations under the mobile home required digging to fit the new setup.

Ongoing Concerns and Customer Actions:
- Despite significant intervention, the customer continued to report issues, largely tied to structural limitations of her mobile home which has inaccessible ductwork and poor insulation.
- Temporary portable AC units were provided while troubleshooting continued.
- Ms. ****** had a handyman measure for a new doghouse (unneeded), posted the bill on her wall, and expected the company to pay for and install itwithout prior approval.
- Multiple inspections, including by an electrician and management, confirmed that the system was functioning as designed, with static pressure limitations due to the original home design.

Current Status:
- As of February 2025, all components were verified to be installed properly, sealed, and operational.
- Photos and documentation were submitted to the county inspector.
- Further communication and resolution efforts were shifted to ***** ******** and Corporate for final handling due to escalating demands and lack of sustainable resolution.

Conclusion:
Southern Home Services went beyond contractual and ethical obligations by providing donated equipment, labor, and extensive post-install support. All practical solutions within the structural limits of the home have been exhausted. The underlying issues are due to the original construction and internal duct design of the mobile homeconditions outside the scope of any HVAC contractors responsibility.
Customer Answer
Date: 05/29/2025

Complaint: 23274605

I am rejecting this response because:

Sincerely,

****** ******
They're making inconsistent and untrue statements.. they never ***lace entire tubing and also it fell down after they worked underneath the mobile home where my neighbor found it on the ground the reason why they came back was to pull it back up into my mobile home.. never once I ***eat once did a handyman do anything in my home or touch my. ***** ******** came to my home to rectify the problems brought ******* that checked the electrical box and said everything was fine except it failed after the fact. But there was no handyman that measured my dog house ******* measured it and it's on video everything behind my house and in my house is on video.. I have cameras inside and outside.. but when ** came back with the young man with dreadlocks they did not ***lace the entire tubing not to mention when they took the dog house they were literally bouncing up and down on it to try to make it fit. So make sure you get that story straight no handyman measured it your own Fast of ******* ******* measured it. Also in that same conversation because of all my issues in my bills ***** ******** said I would be compensated financially that's all recorded too. But after they left I immediately went down to Daleys Aluminum gave him the measurements they said they would make it **** would have it there to give too fast to ******* they never went to pick it up the bill was taped inside by the unit because they had to come back.. and also they when they put the first unit in February of 24th they did ***lace the tubing I have pictures of all that and posted it on their wall when they first did it what a great job they did after that it went downhill.. so when you tell the story make sure you have the complete true information.. it also failed inspection not once but twice also the tubing needs to be respected again.. so I will have to call and make sure New Port ****** permitting office gets back there to them because now it's going on a year and a half of this process.. and yes they delivered the unit to me for free because I'm disabled.. but I never knew it was going to be these many problems they sent again over almost 10 ***s total out there technicians and each one of them had a different story the only one that was consistent was ***** and that's because he called the Lenox *** on the first unit.. I was not there when they put the second unit in but it's all recorded everything when people walk by even a cat walks by it's recorded their conversations are all recorded not on purpose it's just that when they talk and I'm not there it goes on camera.. the last visit at CJ came through my house he made a numerous comments to the new guy who seemed to know what he was doing that were uncalled for an inappropriate.. but yes I have it all on camera. Conversations even when ***** ******** came in my home, brought ******* the electrician to check my box again ******* is the one that measured the dog house.. ***** went through everything with me now all the sudden he forgets what he did..and who he brought. I've never seen anything like it in my life.. when you go on the Fast of ******* now they have moons of reviews that are excellent they're not coming from if you go through each one of them faster Florida they're coming through southern home. So again the permit fell twice. Let's get this rolling and get the job done right so it's all taken care of. But don't accuse a handyman of measuring something that you're fast to ******* ******* measured I'm not had a handyman in there helping me do anything on my unit it was all fast to *******.. I have one company come by and said they could not touch the unit to help me or get inspected because they're not the ones that put it in. So again make sure you got your stories straight I have no reason to lie I just want my house safe. And just out of curiosity since you put in the ******* unit you didn't State what size duct you put in, that you claim you ***laced so you could you please document that so I can let the inspector know.. no I'm asking for is them to finish the job correctly it's been a year and a half as of next month and they've never gotten a permit yes they paid for it but they never followed through on it then when they put the second unit in they didn't follow through on that at all.. if you need to verify any of this information you can contact New Port ****** permit office. Because when **** came to my home he filled it twice and was going to look underneath for the ductwork now they did take pictures underneath of the ductwork the second guy that came with **. But make sure you're real thorough and your follow up

Sent from my T-Mobile 5G Device
Customer Answer
Date: 05/30/2025
For them acting that I was complaining they had sent out ***** twice he was great ******, ** twice or possibly three times and several others I probably have 30 emails and responses again why send out the whole company and still not fix the problem. Nor get the permits for other unit and then you call me inadequate I might be depressed but I know what happened and I have no problem sharing emails videos pictures and I could go on and add the other five guys pictures who came also just let me know if you need them because. I have them. I also have all the pictures of the dog house that smashed the awful plaster job the bottom underneath where they went under my house three or four times when they supposedly replaced the duct the second again I'm not a HVAC person but I didn't install the unit at all neither one of them you did and your whole entire team to turn around because I got it free and make it look like it's my fault it's not a great way to do business if you fixed it the first time correct it wouldn't have been a problem
Customer Answer
Date: 05/30/2025
Again I could go on and on there's two other guys I'll have to post on there I just didn't have room. And there is an email from **** saying I did not win and they took me into consideration I was not saying that it was not given to me free I just wanted it safe the first unit worked great it blew up the duck work was wrong size that was your error you put a new one in did not pass electrical or duct work and we need to take care of it so I can come home safe you can make up all the excuses you want again 10 to 12 people in my house and no one fixed it correctly. Again I have many more pictures to share and many more emails I could share but why do I have to go through all this when all you had to do is get it right get the permit straight and get it permanent legally so I can be safe and go on with my life it has been nothing but a nightmare after the first unit went . That Lenox unit was quiet and excellent again it wasn't the fault of the unit that the duck work was incorrect it was your fault so stop trying to turn it on me when I'm not the one that placed either one of them or the ductwork. Nor did I pull the ductwork down on the ground nor did I stop up and down on a dog house or take all my bricks apart or any of the other things . There's also a picture of ******* in there and I also have his ***ort of how electrical came out well when a week later the inspector came through and failed the permit so I don't know why you're making up all these excuses as a grown company when if you did your job for right the first time we wouldn't be in this situation at all and I would have been grateful like I was before. And when you looked at the post that I posted originally I could not be happier I tipped the guys I bought lunch I took pictures and I posted them 5 months later my life turned to h*** and back so let's just get it straight fix it so I can come back home safely. Again I'm reaching out again to have **** escalate this through the state or however they do it and the Pasco County congressman I don't know why it has to get to this point when all you had to do is inspect it and do the job correct without sending your entire company there and still not getting it straight. Don't make it sound like I was a chronic whiner when I have emails texts phone calls and videos I didn't do nothing wrong except be grateful when you put the unit in the first time and the ductwork after it failed because of your air not mine everything went the h*** in a basket but that's not my fault that's your fault so get it straight put my dog house back on that I paid for and stop saying that handyman came into my home the only handyman that came in there was your people and ***** ********. But I have from the first tech to the 12th tech that came in so please stop trying to blame it on me and innocent disabled woman who got a free unit I understand it was free and I was very godly grateful for it after that you turned it around like it was my fault.. I was there when the guy called the Lenox *** I heard his entire conversation which is also on video. It was an incorrect ductwork size and some kind of back pressure issue not mine so make sure you get that straight even though you wrote it very diplomatically it was not correct.. and again this has been very straining on me physically mentally and emotionally and at first I was so grateful I couldn't even stop crying everyday because I was so happy to get that I actually brought my grandson down for 2 weeks. The day after he left two days later I realized something was wrong with my unit and I called immediately.. their response over the phone the first time was oh that's just condensation build up I called back two days later I said well if it keeps going the way it's going I'm going to have a sinkhole behind my house so don't try to turn it on me I did nothing wrong except be grateful at first and you turn it into a nightmare. So please just get the permit straight make sure that electrical is working good and the duct works correct and it wasn't my fault that you put the ductwork in and it didn't fit under there the second time as you claim you fixed it so don't try to turn it on me I'm a nurse not a HVAC technician. Please just do your job get it straight and we can move on I don't need to keep pursuing this up a chat channel I've already asked them to escalate it if it's not escalated in the next week then it goes to the congressman and the state why I don't understand but don't try to turn it around on me like I was a chronic complainer because you made a mistake not me so the or your dog work whatever you call it is still sitting down Daleys aluminum where you purchased it the first time the receipt still taped to my wall and ******* was the one that measured it outside with ***** so make sure you clear that up before we go on and make it worse just do the job right get it done and I can come back home but I do have much more information I just can't keep posting it all cuz it doesn't let me share it all at one time I will have it all printed up and given to whoever needs it wants its escalated but don't turn it around on me like I did something wrong when it was you and your company did it the first time if it was inspected the first time they might have realized that that was proper and proper ductwork size I don't know nor do I care all I want is be able to come home safe to my home and my son won't let me until it's taken care of so let's try to get this done and I'm more reasonable fashion. And Southern Home sends in ***** ******** I thought he was going to be a great asset to your company and help solve this and get it straight. We first came in he was worried about give me compensation and getting the stuff fixed then we went on to discuss the things that needed to be fixed he was only there 15 minutes ******* measured The dog House ******* check the electricity we spoke briefly we went outside and he was gone saying I'm going to take care of this well guess what he didn't do anything to take care of anything but no handyman came into my house to do anything except your handy guys on your company side Fast in ******* handymen. And 3/4 of the guys you sent them were actually nice people I'm sure their hands were tied. And I realize both units were donated to you and me also but again I did nothing wrong and this has been nothing but a horror unit after that first unit went. Why you couldn't get this permit straight it's going on a year and a half now that no permit has been taken care of you submit the paperwork paid for it we are not offered to pay for that at first also too and **** said no *** said no.. and then come to find out after you paid for it you never turned in any of the paperwork that was necessary then you put another unit in and it's just back to zero again so let's just get this straight so I can move on with my life and you can move on with yours but don't turn it around like I'm a HVAC complainer or I'm HVAC technician all I know is my unit stopped working and that's when it started but that was the fault of your company pricing the ductwork the wrong size not me. I was so happy I couldn't even tell you I cried everyday I cried all day that they did it and put it in for me so don't turn around like I did something wrong I did nothing wrong.
Business Response
Date: 06/09/2025
We understand the toll this situation has taken on you, and we sincerely empathize with the frustration and stress it has caused. We also appreciate the time and passion youve invested in sharing your concerns.
Our team approached this project in the spirit of goodwill, providing equipment and labor as part of a charitable effort. We completed the installation to the best of our ability under the circumstances and have since exhausted all available options to assist further.
We truly wish you comfort, resolution, and peace moving forward.
Initial Complaint
Date:05/01/2025
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 hired The Plumbing and Air Service *** to replace my water heater.I paid a higher price since they were giving me a contract to service my Heating and Air for a normal charge of $350 dollars.I scheduled with The Plumbing and Air Service *** for service 2 times and both times they called me on the day I was to get the service stating that they had some problem and needed to reschedule. I understood the first time, so I let them reschedule at least 3 months in advance. I was to get service on 5/1/2025. I received a call from The Plumbing and Air Service *** stating that they could not service me and wanted to reschedule again. I told them I had this setup at least 3 months in advance and they needed to come as I already took off work for this service.They said they could not, so I told them that I would like to get refunded the $350 dollars for the service agreement. They said no.I have never received service at all and since they have made me loose time at work, I am requesting to be refunded for the service agreement. The Plumbing and Air Service *** has been given ample time and consideration to work with them to get service, but now I have decided that this is a BAD company to do business with and they have made the relationship between me and them very bad.I want refunded.Thank you,***** ******
Customer Answer
Date: 05/01/2025
Here is the address and telephone number of the business:

Address: The Plumbing and Air Service Co.
***************************
************ **, 27284
attention:
****** *******
Field Supervisor
**************************************************************************************
**************
The Plumbing and Air Service Company

Business Response
Date: 05/05/2025
Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration caused by the rescheduled appointments and understand how valuable your time isespecially when you've taken time off work.
After reviewing your account, I can confirm that your original maintenance visit was scheduled in December and later rescheduled to May 1st between 11:00 AM and 2:00 PM. Unfortunately, on that day, our team was delayed due to emergency calls involving customers with no air ********************** and other urgent pre-sold service jobs. We recognize that this disrupted your plans and caused unnecessary stress, and for that, we are truly sorry.
Regarding your request for a refund of the $350 service agreement: our records indicate that the membership was provided to you at no cost as part of your water heater installationthere was no charge processed for this service agreement. Because of this, our office manager informed you that we are unable to issue a refund.
We value your feedback and your time and are disappointed that your experience has led to this dissatisfaction. While were unable to offer a refund for the complimentary membership, we would like to make this right in another way if possible. Please feel free to contact our office directly so we can work toward a resolution that acknowledges the inconvenience caused.
Customer Answer
Date: 05/05/2025
I paid more for the hot water heater and was told that you would give me a $350 allowance for the 3 year maintenance contract.
I could have gotten the replacement of my water heater for about $200 dollars less, but I decided to go with you since I was getting a $350 dollar deal of 3 years maintenance to make up for the difference.
I agreed.
Now, you have not held up your side of the deal.
I will accept $200 dollars refund.
Thank you.
*** Greene
Customer Answer
Date: 05/06/2025

Complaint: 23272575

I am rejecting this response because:
I paid more for the hot water heater and was told that you would give me a $350 allowance for the 3 year maintenance contract.
I could have gotten the replacement of my water heater for about $200 dollars less, but I decided to go with you since I was getting a $350 dollar deal of 3 years maintenance to make up for the difference.
I agreed.
Now, you have not held up your side of the deal.
I will accept $200 dollars refund.
Thank you.
*** Greene
Business Response
Date: 05/08/2025
Thank you for your follow-up.
Were glad we had the opportunity to speak with you in person and come to a resolution regarding your concerns. Its important to us that our customers feel heard and respected, and we appreciate the chance to clarify and address the matter directly.
Please dont hesitate to reach out if you have any additional questions or if theres anything else we can assist with.
Customer Answer
Date: 05/13/2025

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:04/22/2025
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.
We originally called Patricks Heating and Air Conditioning on February ******* to repair a leak under our double wide trailer. Their repair man said that all piping needed to be replaced and he gave us a quote of $8337 which we agreed to. We gave him a deposit of $4168. Work was completed on Feb 27. In the process of doing the work water leaked on our laundry room floor and caused the non-waterproof flooring to swell and be ruined. We brought this damage to the attention of their repair man on Feb 27. We did not pay the second half of the bill because of the floor issue was resolved. The repair man said the store manager had been told of the damage and would contact us on Monday. After not hearing from the store manager, I called on 3/6 and left a message with Trylor concerning the damage and to have the store manager call me. The manager never returned my call. We then received a letter (4/14) threatening to put a lien on us if we did not pay our outstanding balance. Phone calls were made to the company on 4/14 4/15 4/16 4/17. Never were able to speak to the manager or get a return call. On 4/18 the manager called and the problem was discussed. He said he was unaware of the problem even after all our messages and an employee telling him. He said he would look into the problem but wanted full payment. We said we would be glad to pay if he would fix our floor. We were then threatened with having a lien placed on us. Called 4/22 and was told the manager was away at corporate meeting all week. Please help us resolve this problem.
Customer Answer
Date: 05/15/2025
Patricks sent their handyman (**** Thriemeron) May 6 to inspected the damage to our floor caused by the water leak when Patricks was replacing waterlines at our home. We had **** send us a copy of his estimate which is attached to this response. We called Patricks on May 12 trying to get this resolved. One of ******** employees returned our call and said the estimate was $750 and they would deduct that amount off the outstanding bill. We informed the employee that we had a copy of the estimate that was $1,100. Employee said he would have to speak with *** the general manager about the difference. In the return call he said that *** stated that he had negotiated a lower estimate with ****. When we contacted **** he said he got in trouble for sending his estimate to us and was not to talk to us any more. We want the full amount of their estimate deducted off the bill. You cant replace 212 sq feet of flooring for $750.
Business Response
Date: 05/23/2025
Dear Dot,

Thank you for taking the time to share your experience with us. We understand how upsetting it must have been to deal with unexpected damage to your home and the difficulty you encountered trying to reach a resolution. Please know that we genuinely regret the frustration and inconvenience this situation caused.
That said, we are truly pleased that we were able to reach an agreement regarding the damage to your flooring. As discussed, weve deducted the cost of the new flooring from your final invoice. We took this step not only to address the immediate concern, but also to demonstrate our commitment to doing whats right for our customers.
At this point, we kindly ask that the remaining balance be settled. Once payment is received, we will promptly lift the lien, bringing this matter to a complete and final resolution.
Our goal has always been to provide reliable service and fair treatment. While the process may not have unfolded perfectly, were grateful for the opportunity to make things right and move forward on good terms.
If there is anything further we can do to assist or clarify, please dont hesitate to reach out.
Warm regards,
Customer Answer
Date: 05/27/2025

Complaint: 23237982

I am rejecting this response because:
This issue should have been addressed by *** ***** (the Manager of Patricks Plumbing and Heating) immediately when it occurred. His failure to be a competent manager has caused this to drag on for months. He failed to return our phone calls many many times. He lied to us about when he was made aware of the problem and the amount of the repair estimate that his contractor turned in to him. He threatened us with a lien when he is the one that was not doing what he needed to be done to resolve this problem. We are rejecting their justification for what was done to us. We have accepted the revised blll that subtracted the full amount of the estimate for repairs. The check has been sent and should arrive May 27. This should end this issue. We will be sure and tell everyone about our experience with Patricks.

Sincerely,

Dot Gruntz
Business Response
Date: 06/03/2025
Thank you for your message. We regret that this situation has caused you frustration and understand how challenging it has been to work through.
While there may be different perspectives on the timeline and communication throughout this process, we truly value the opportunity to bring this matter to a close. Were grateful for your acceptance of the revised bill and appreciate your confirmation that payment has been sent. Once received, we will consider this matter resolved.
Your feedback has been heard and taken seriously. It is always our intention to provide fair and responsive service, and your experience helps us identify areas where we can continue to improve.
Were sorry this situation didnt meet your expectations and understand your decision to share your experience. Should you have any remaining questions or concerns, please dont hesitate to contact us.
Initial Complaint
Date:04/17/2025
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.
My air conditioning was not cooling effectively, so I had **************************** come out for a maintenance call and to diagnose the issue. The system is only 3 years old. They advised that the control board, pressure switch, contactor, and transformer needed replacing and quoted about $3k for the job (with parts under warranty), while recommending that I consider replacing the whole system (which, again, is only about 3 years old). After getting second opinions, I've been told by 4 separate technicians that this is an absurdly high estimate. I've also had a couple of people tell me it looks like something was deliberately damaged. I will certainly be cancelling the maintenance program and any reasonable company would refund the difference. I feel like **************************** exaggerated and worsened a problem in an effort to take advantage.
Business Response
Date: 04/29/2025
Thank you for sharing your concerns. We take feedback seriously and appreciate the opportunity to address your experience.
After speaking with both the technician and the Comfort Advisor who visited your home, wed like to clarify the situation. We were initially called out to perform a diagnostic and preventative maintenance on your 2021 ******* unit. During our inspection, we found that the thermostat was blank, the low-pressure switch on the outdoor unit had failed, the transformer was blown, and there was a visible burnt spot on the indoor control board.
You also mentioned during the visit that several of your neighbors with similar systems had experienced comparable issues, including needing to replace their units. At your request, our Comfort Advisor provided a quote for a potential replacement. We also quoted the necessary repairs, factoring in that parts would be covered under warranty to help minimize your costs. Our team attempted to follow up the next day, but you indicated you were seeking additional opinions, and we have not heard back since.
We want to assure you that we performed a thorough inspection and presented our findings in good faith, based on the condition of the system at the time of service. We fully support your right to gather multiple estimates and would be happy to continue working with you if you choose to move forward with repairs through us.
Regarding your maintenance program, if you choose to cancel, we will gladly process the cancellation and review any applicable refunds based on the terms of your agreement.
Please let us know how youd like to proceed we are here to help and would appreciate the opportunity to regain your trust.
Customer Answer
Date: 04/29/2025

Complaint: 23217953

I won't ever work with you again and I absolutely will not be requesting any more "maintenance services" from you. God only knows how much that would end up costing me.

Sincerely,

***** *****
Business Response
Date: 05/05/2025
Were truly sorry to hear that you feel this way and regret that your experience with us has led to such frustration. Thats never the outcome we hope for.
While we respect your decision and understand your concerns, please know that your feedback has been heard and taken seriously. We continuously strive to improve, and comments like yours help us do just that.
Customer Answer
Date: 05/06/2025

Complaint: 23217953

I am rejecting this response because:

Sincerely,

***** *****
Customer Answer
Date: 05/07/2025
I need a refund for the services that have not been performed for the maintenance plan.
Business Response
Date: 05/20/2025
We're sorry to hear about your experience and appreciate you bringing it to our attention. A refund has been issued, and weve shared your feedback with our team for review. Our goal is always to provide honest, high-quality service, and we take concerns like this seriously. If there's anything more we can do, please dont hesitate to reach out directly.
Customer Answer
Date: 05/20/2025

Complaint: 23217953

I am rejecting this response because: I've seen no receipt or evidence that a refund was issued.

Sincerely,

***** *****
Business Response
Date: 05/23/2025
Hi *****,

A refund was issued on 5/20/2025. Please allow up to two weeks for processing and delivery and you can expect to receive your refund then. If for some reason you have not received it by mid-June please let us know. Thank you for your time and patience, and again, we sincerely apologize for any inconvenience.
Customer Answer
Date: 06/05/2025

Complaint: 23217953

Again, how did you issue a refund? If you sent it in the mail, I haven't received anything. It would be great if you could just provide any and all information instead of having to email back and forth since it takes you several days/weeks to respond.

Sincerely,

***** *****
Business Response
Date: 06/16/2025
Again, thank you for your patience as we work towards a resolution. It is my understanding that your refund was expedited and processed through our corporate office last Wednesday, June 11. Please do reach out directly to our Office Manager if you have yet to receive your refund. Thank you again for your patience and the opportunity to resolve this issue.
Customer Answer
Date: 06/18/2025

Better Business Bureau:

I finally received the refund, despite the lack of communication and complete inability to provide full information.

Sincerely,

***** *****

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