Complaints

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

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  Southern Home Services

  1060 Maitland Center Commons Blvd Ste 250 Maitland, FL 32751-7216

  
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  Plumbing & Air Service Company

  136 Macy Station Dr Kernersville, NC 27284-0042

  
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  Plumbing & Air Service Company

  136 Macy Station Dr Kernersville, NC 27284-0042

  
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  Five Star Plumbing Heating Cooling Electric

  3385 Brushy Creek Rd Greer, SC 29650-1093

  
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  C.M. Mose & Son

  6603 Royal St Pleasant Valley, MO 64068-8711

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/29/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new **** system on 12/26/23 for $10,404 which was installed over 12/27/23 and 12/28/23 from ************* Heating and Air Conditioning (USHAC). I set up financing through an outside company to pay it off over time without interest. I realized on 12/29/23 that USHAC overcharged me and submitted the wrong loan amount of $11,000. I have not activated nor started repaying the loan because USHAC still has not corrected the loan amount with the finance company despite my numerous and repeated requests (calls, emails, and texts) to the salesman *******, USHAC, business manager *******, and GM ****** starting 12/29/23. USHAC has ghosted me since 02/08/24. I have been and still am communicating with the finance company to get the loan amount corrected before I activate the loan for repayment, but USHAC won't even respond to them. My entire experience with USHAC has been a nightmare. Service failure, after service failure, after service failure. I was lied to, misinformed, overcharged, the interior of my house and components of the **** system were damaged by the technicians during installation, the installation was faulty, the techs created a fire hazard using wrong size breakers in fuse panel, the system failed the initial county inspection (leaking air handler, missing freon locks on outside unit, wrong size breakers installed in fuse box), and USHAC will not communicate with me nor correct the loan/amount charged. The entire job was not completed until 02/08/24 once all mistakes and faulty work were corrected over a month of repeated visits from service techs, and then the last USHAC tech never requested a repeat county inspection. Please help me get this situation resolved.

  Business Response

  Date: 05/08/2024

  Thank you for bringing your concerns to our attention via the Better Business Bureau (BBB). We sincerely apologize for any inconvenience or frustration caused and want to assure you that we are taking your feedback seriously.
  
  Rest assured, we are actively working towards a resolution for the issues you've raised. Our team is currently in contact with our General Manager to address the matter promptly and effectively.
  
  We understand the importance of resolving this matter to your satisfaction, and we are committed to doing everything within our power to make things right. We will be in touch with you as soon as possible to provide updates on our progress and to discuss potential solutions.
  
  Once again, we apologize for any inconvenience this has caused you and appreciate your patience and understanding as we work to resolve this matter. Thank you.

  Business Response

  Date: 07/29/2024

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We sincerely apologize for any inconvenience you may have experienced.

  
  Please know that we take your feedback very seriously and are committed to resolving this matter promptly. Our team is currently reviewing the details of your complaint, and we will be in touch with you shortly to address and resolve the issues you have raised.

  
  Your satisfaction is important to us, and we appreciate your patience as we work to ensure a satisfactory resolution. Thank you for giving us the opportunity to make this right.

  Business Response

  Date: 07/30/2024

  We acknowledge your recent complaint regarding the payment discrepancy for your service. We apologize for any inconvenience this may have caused and appreciate your patience as we resolved this issue.

  
  Our General Manager personally spoke with you yesterday to address the incorrect payment amount. I am pleased to inform you that we have contacted Service Finance and corrected the amount on your loan to $10,404. You will receive new loan documents and a new loan number from Service Finance within 1-2 business days.

  
  This morning, we attempted to call you to confirm the resolution but were unable to reach you. A voicemail was left, and we kindly ask that you return our call at your earliest convenience to ensure you have received all necessary information.

  
  Please accept our sincere apologies for any inconvenience this may have caused. We value your business and are committed to providing the best service possible. If you have any further questions or concerns, please do not hesitate to contact us.

  Thank you for your understanding.

  Customer Answer

  Date: 07/31/2024

  I received a call from the new GM of Pro-Tech, formerly known as USHAC, *******, on 07/29/24 assuring me that he is now in charge and will correct the discrepancy (should be $10,404, NOT $11,000) in the amount I actually owe the company for my new HVAC system, and he will contact Service *************** to have corrected loan documents prepared for me to sign.  On 07/30/24, ******* called me to say that he had sent the corrected invoice amount ($10,404) to Service *************** and new loan documents would be emailed to me for signature.  On 07/31/24, I opened the email and although the loan documents were corrected, the Certificate of Completion form still shows the incorrect amount of my invoice.  I called and left a message for ******* on 07/31/24 explaining this discrepancy and the fact that there are still documents that have not been corrected.  He texted me back stating he was on the phone with another customer and would call me back shortly.  It is now 7:05 pm, and I still have not received a call back from him.

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21638751
  
  I am rejecting this response because:

  I received a call from the new GM of Pro-Tech, formerly known as USHAC, *******, on 07/29/24 assuring me that he is now in charge and will correct the discrepancy (should be $10,404, NOT $11,000) in the amount I actually owe the company for my new HVAC system, and he will contact Service *************** to have corrected loan documents prepared for me to sign.  On 07/30/24, ******* called me to say that he had sent the corrected invoice amount ($10,404) to Service *************** and new loan documents would be emailed to me for signature.  On 07/31/24, I opened the email and although the loan documents were corrected, the Certificate of Completion form still shows the incorrect amount of my invoice (should be $10,404 NOT $11,000).  I called and left a message for ******* on 07/31/24 explaining this discrepancy and the fact that there are still documents that have not been corrected.  He texted me back stating he was on the phone with another customer and would call me back shortly.  It is now 7:09 pm, and I still have not received a call back from him.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 09/05/2024

  We want to sincerely apologize for the inconvenience you experienced regarding the incorrect payment amount that was processed on your loan. We understand the frustration this may have caused and appreciate your patience as we worked to resolve the issue.

  
  Our General Manager personally reached out to Service Finance and corrected the loan amount to $10,404. You should have already received updated loan documents and a new loan number from Service Finance.
  Our General Manager also attempted to contact you to provide an update, but was unable to reach you. However, a voicemail was left, and we appreciate that you returned the call later in the day. During that conversation, our General Manager listened to your concerns regarding the installation. In response, we included a complimentary 2-year membership to our ***************** to ensure your peace of mind. This membership will ensure that your unit is maintained and operates according to the manufacturers specifications.

  
  Once again, we apologize for any inconvenience caused. Your satisfaction is our top priority, and we are committed to ensuring everything is resolved to your expectations. If you have any further questions or concerns, please feel free to contact us directly.

  
  Thank you for your understanding and for trusting us with your home comfort needs.

• Initial Complaint

  Date:04/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  -Sales consult on 11/5/2023 - we were verbally advised that all equipment, wires, and ducts would be replaced included in the quoted price -New system installed 12/5/2023 - no permit ever put on site -Duct cleaning recommended and performed 12/5/2023 - we were disappointed to find out new ducts were not included in installation as we were led to believe initially -Building permit issued 12/12/2023 *7 days after required posting at install per listed on permit**We requested this permit from *******'s numerous times with no response. Manager *** quote "We are afforded a buffer if we've applied for the permit, once we install it, then we are good to install." on recorded line 3/13/24. City of Ocala advises on 4/8/2024 install cannot occur until permit is fully issued and posted at residence*-System shut off 12/24/2023-blown transformer caused by installers not running new wire*Fire/Safety Hazard for entire townhome row*-Team ran new thermostat wire and installed new transformer 12/28/2023 *informed us the duct cleaning damaged our ducts-attempted selling us new ducting system -Running UV Bulb fell out of unit 1/8/2024 *potential eye damage to myself, my husband, and our dog - very dangerous*-2 UV Bulbs continued to fall out-Technician came to secure bulbs 1/11/2024 -2/13/2024 - inspection FAILED by the City of ***** -Phone call-****** at *******'s 2/14/2024 stated that they often fail these same issues upon inspection and have to come back out to fix *unprofessional and dangerous*-Phone call-******** at the City of Ocala 4/8/2024 - City confirmed that the permit for install was not issued until 12/12/2023 and that *******'s was not permitted/legally allowed to start any work until that permit was fully issued -At no time during signing was the underlying contract shown to us. The signature page comes before the contract, and none of it has page numbers or identifying markers.-Multiple attempts on our behalf to resolve with *******'s directly with no response

  Business Response

  Date: 05/08/2024

  Thank you for bringing your concerns to our attention via the Better Business Bureau (BBB). We sincerely apologize for any inconvenience or frustration caused and want to assure you that we are taking your feedback seriously.

  
  Rest assured, we are actively working towards a resolution for the issues you've raised. Our team is currently in contact with our General Manager to address the matter promptly and effectively.

  
  We understand the importance of resolving this matter to your satisfaction, and we are committed to doing everything within our power to make things right. We will be in touch with you as soon as possible to provide updates on our progress and to discuss potential solutions.

  
  Once again, we apologize for any inconvenience this has caused you and appreciate your patience and understanding as we work to resolve this matter. Thank you.

  Customer Answer

  Date: 06/04/2024

  We would just like to update the BBB that we have not received any follow up from the business since the 5/8/2024 response through the BBB.

  Customer Answer

  Date: 06/19/2024

  Please note that we have still received no contact/response from the business.

  Business Response

  Date: 06/21/2024

  Thank you for bringing these concerns to our attention. We sincerely apologize for the inconvenience and distress this situation has caused. We take these matters very seriously and are committed to addressing your issues thoroughly.

  
  We are currently reviewing your complaint in detail and investigating the points you have raised regarding the equipment, permits, installation process, and subsequent issues. Our goal is to ensure that all aspects of your concerns are addressed promptly and accurately.

  
  Please be assured that we will get back to you as soon as possible with a comprehensive response. We appreciate your patience and understanding as we work to resolve this matter to your satisfaction.
  Thank you for your understanding.

  Customer Answer

  Date: 06/21/2024

  We are not comfortable with closing the BBB case until we are provided with some sort of solution. The business simply keeps responding that they will get back to us. This issue has been evolving since December 2023, and the company has had since April 2024 to provide response though the BBB. We are highly unsatisfied with the businesses responses at this time. Please keep this case open until the business brings us resolution. Thank you. 

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21616419
  
  I am rejecting this response because:

  
  Date Sent: 6/21/2024 10:46:33 AM
  We are not comfortable with closing the BBB case until we are provided with some sort of solution. The business simply keeps responding that they will get back to us. This issue has been evolving since December 2023, and the company has had since April 2024 to provide response though the BBB. We are highly unsatisfied with the businesses responses at this time. Please keep this case open until the business brings us resolution. Thank you. 

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/22/2024

  On November 9, 2023, we provided the initial quote to the customer. Subsequently, on December 4, 2023, we followed up, and the customer authorized the installation. On the day of the installation, our technicians recommended a duct cleaning, which was performed the same day. During the installation, we encountered an issue with the thermostat wire, which we promptly replaced. Additionally, the customer informed us that the ** oxidizer bulb had fallen out, and we addressed that concern as well.

  
  After completing the installation, the homeowner (H/O) declined to schedule the necessary rework to ensure the inspection would pass, despite multiple attempts on our part to arrange this. On February 28, 2024, we received a letter from the customer requesting a refund. I made several attempts to contact the homeowner but was unable to reach them.

  
  On Wednesday, March 13, 2024, at 7:02 PM, the Customer Experience Coordinator (CEC) received a call from a gentleman named *******, who claimed to have Power of Attorney (POA) for the ******** and requested a callback from a manager. I returned his call that evening, at which point he informed me that he was the ******** Attorney-in-Fact. As I was unfamiliar with this designation and was uncomfortable discussing the matter on my personal cell phone after hours, I informed him that I would follow up in the morning.

  
  When I contacted him the following morning, ******* was insistent and made various demands, including the removal of the installed system and a refund to the ********. I inquired if the system was functioning properly and if there were any issues aside from the minor corrections needed for inspection. He confirmed that the system was working but argued that we had overcharged the ******** and were acting unlawfully. I explained that the ******** had a full month after the original visit before deciding to proceed with the installation and that I saw no grounds to remove the system or issue a refund. ******* reiterated his claim of having Power of Attorney and threatened legal action. I requested that he provide proof of the **** to which he responded that he would do so later in the week. At that point, I informed him that I would need to pause our conversation until I received proof of his POA status.

  
  Later that afternoon, I discussed the situation with our Regional Vice President, and we agreed to stand firm on our position that we had fulfilled the contract and were continuing to attempt to resolve the inspection issues. On Friday, ******* contacted me again, repeating his demands and threats. I reiterated that the circumstances did not warrant the removal of the system or a refund. ******* then stated that he would pursue legal action, to which I responded that the ******** were welcome to contact me directly to discuss the matter further.

  
  We also sent a certified letter to the ********, stating that the permit remained open and that reinspection and repairs were needed, requesting them to contact our office to schedule the necessary work. We have not received a response to this letter.

  
  We apologize for any inconvenience this situation may have caused and remain committed to resolving any outstanding issues in a timely manner.

• Initial Complaint

  Date:03/07/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Jan of 2023 I hired Pro-Tech to replace a 22 year old split heat pump with a clear expectation that the new split pump would be more efficient that the old one. As the utility bills started to come in it became clear that not only was I not using less kWhs but was actually using more. I was, as per ******************* expecting a 10-15% reduction in energy usage. Pro-Tech did make a several attempts to trouble shoot the system with no results. I brought in a third party company to evaluate the system and they determined two things and a review and testing. During the review they determined that the dip switches in the air handler were incorrectly set for the wrong tonnage. Not during the testing they actually set the thermostat to run in a the test mod, something protect never did. That the conclusion of the test they determined that the new split pump was performing nearly exactly as designed and that the new unit was undersized compared to the old one they replaced. Undersized means it must run more, burning more kWhs,I reached out to Pro-Tech for a response and their reply from the ** was simple. NOT OUR PROBLEM..FYI i have empirical data for the previous 2 two years and almost across the board the new system under performed the 22 year old system they replaced.It should also be noted that Pro-Tech sales guy bragged about the lack on service calls as a result of their installation. First call back was within 24 hours, second 7 days, third a couple weeks.The last time they touched the system was to reconnect the heater coil they had disconnected for testing and not I have a problem with the emergency heat turning on every time the system calls for heat, My Feb 24 utility bill was thru the ceiling. My new service provider is scheduled to review that new issue.

  Business Response

  Date: 04/18/2024

  Thank you for bringing this matter to our attention. We are truly sorry to hear about the issues you've encountered with the replacement of your heat pump system. Please accept our sincere apologies for any inconvenience this may have caused.

  We take your concerns very seriously, and we are currently investigating the situation with our management team to ensure that we fully understand what happened and how we can rectify the situation promptly.

  We understand the importance of having an energy-efficient system in place, and we share your disappointment that the new split pump did not meet your expectations. Our goal is to provide reliable and effective solutions to our customers, and we regret that we fell short in this instance.

  We will respond as soon as possible to determine a resolution and address any further concerns you may have. Your satisfaction is our top priority, and we are committed to resolving this matter to your full satisfaction.

  Thank you for your patience and understanding as we work to resolve this issue.

  Business Response

  Date: 05/08/2024

  I hope this message finds you well. We sincerely apologize for the delay in addressing your BBB complaint. Your satisfaction is our top priority, and we understand the frustration this situation may have caused.

  
  I want to assure you that we are actively working towards a resolution. Our team is in direct communication with our General Manager to ensure that your concerns are being thoroughly addressed. Please rest assured that we are taking this matter seriously and are committed to finding a satisfactory solution as soon as possible.

  
  We appreciate your patience and understanding during this time. We will continue to keep you updated on our progress and will be in touch with you as soon as we have more information to share.

  
  Once again, we apologize for any inconvenience this has caused you and appreciate the opportunity to make things right. Thank you.

  Business Response

  Date: 05/15/2024

  Our General Manager has made several attempts to contact this customer and provided a resolution of paying the invoice of the other company Mr. ***** had out to do work on the system. Our General Manager also offered a 2-year comfort club maintenance program at no charge, so that we can monitor the system to ensure the system is running per the manufacture specifications. The email chain including the customer's response to the resolution is attached.

   

  Customer Answer

  Date: 05/16/2024

   
  Complaint: 21399213
  
  I am rejecting this response because:

  First of all, the response was incorrect. The ** made one attempt to address *** issues,on May 15th which I didn't even entertain because they made no attempt to correct the core issue. We did have one other phone call about ~ 30 days ago and during this call the ** told me that it wasn't their problem and to contact ***** directly. Pro-Tech has not been honest in their conversation with me or their response to the BBB!

  The response did not make any attempt to resolve the core issue of their replacing a ****** BTU split heat pump with a ****** BTU split heat pump which is causing my electric utility bill to increase. I was told that I should expect a 10-15% decrease and infact have seen a ~8% increase. 

  I provided Pro-Tech  the empirical data which clearly documents the increase in kWh's. I also provided Pro-Tech with a third party testing data that supports my claim. 

  The Pro-tech responses both by email and the response to the BBB are incorrect and fail to address the core issue of an undersized split heat pump which is costing more to operate rather than saving our household money.

  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a brand new HVAC system installed in December 2023, It has not worked properly since installation. We have had several tecs sent out, each time someone different that has no idea what is going on. they have changed the thermostats 3 times saying it must be that because they can't figure out the issue, then each tec that comes out finds a different setting that was selected incorrectly from the last tec and saysd we should be good but we never are, each time the thermostat was showing an 8-10 degree difference that the actual temp in the house. they keep blaming it on our internet connection. Our internet connection has nothing to do with the thermostat's ability to regulate temperature but only the ability to connect through the app and access from phone/computer. Everything that the salesman says is going to happen doesn't, we have been going back and fourth for months now and currently I have wires hanging out of a return vent in my hallway that have not been finished correctly. We were told that today the tec that was here last and "understands the issue" was coming out again to finish the job finally, and of course he did not but another tec who doesn't know what's going on or how to fix the issue was sent. I am beyond disappointed at this point, at my **** end, and really need help getting this company to fix the job or give us a refund and come take everything they brought out of my house.

  Customer Answer

  Date: 02/12/2024

  Attached pictures and timeline 

  Customer Answer

  Date: 02/26/2024

  See attached photo of thermostat still showing 8 degree difference. It shows temp outside is 69 degrees, its 72 degrees inside, cool is set to 80 degrees and the system kicked on as the thermostat shows its 80 degrees inside. Thermostat shows date and time as well. Its cold in the house the system should not be kicking on. The system is still not working correctly after months. We emailed the company 4 days ago and have still not received a response. 

  Business Response

  Date: 03/04/2024

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. Your feedback is invaluable to us, and we take your experience seriously.
  We want to assure you that we are actively investigating the issues raised in your complaint to understand the situation thoroughly. Our commitment to customer satisfaction is of utmost importance to us, and we are dedicated to resolving this matter promptly and efficiently.

  
  Please allow us some time to conduct a thorough investigation into the details of your case. We understand the importance of finding a resolution that meets your expectations, and we will communicate our findings and proposed solutions with you as soon as possible.

  
  Thank you for your patience and understanding as we work towards a resolution. If you have any additional information or details you would like to share, please feel free to reach out to us directly.

  
  We appreciate your business and the opportunity to address your concerns.

  Business Response

  Date: 03/06/2024

  I trust this message finds you well. I am writing in response to the customer complaint filed against our company, and I appreciate the opportunity to address the concerns raised.
  We acknowledge the customer's reported issue and have been actively engaged in resolving the matter to their satisfaction. After thorough investigation, it has been determined that the problem stems from a manufacturing defect in the Lennox product, which we have successfully identified and rectified.

  
  To demonstrate our commitment to resolving the issue promptly, a technician was dispatched to the customer's location yesterday to assess the situation and implement the necessary changes.In order to provide further assurance and ensure the sustained functionality of the equipment, we have scheduled another technician to revisit the customer's premises on Thursday. This additional visit is intended to conduct a comprehensive follow-up inspection and confirm the sustained resolution of the reported problem.

  
  We understand the importance of customer satisfaction and take any concerns seriously. Our team remains dedicated to delivering high-quality service, and we appreciate the customer's patience and understanding throughout this process.

  
  If there are any additional details or specific aspects of the complaint that require further clarification, please do not hesitate to reach out. We value the BBB's role in ensuring fair and transparent business practices, and we are committed to upholding the highest standards of service.

  
  Thank you for your attention to this matter.

  Customer Answer

  Date: 03/06/2024

   
  Complaint: 21279821
  
  I am rejecting this response because:
  I have lost wages having to take off work a dozen times in the last three months, 4 of which no one even came with no notice until after the arrival window had even expired then rescheduled for another day so I took off work for no reason. 3 of which a tec (***) was sent that admittedly has no idea what is wrong and cant figure it out, we were told over and over he wouldnt be sent and it would be someone else who would figure it out but he was still sent 3 more times wasting everyones time. A tec (****) left wires hanging out of the return vent in the hallway for a week (pics send previously) we were told and electrician and a manager would come to evaluate but they never did. Our thermostat was changed 4 times, they punched holes in the walls of my hallway closet to re-wire which wasnt even needed as the same issue continued after (pictured in attachments) the issue was settings under the advance settings that only the tec had access too that werent set up right. Its clear your techs are installing equipment that the do not know how to, I wish I saw all the reviews on ****** that say the same thing before we chose to work with your company. The system was not installed correctly initially and the unprofessionalism and incompetence continued for 3 months causing me lost wages of thousands of dollars and damages to my home to bypass the original wiring through the attic through the wall of my hallway closet which was completely un-needed. If you want to make it right you can refund $3,000 of the original $10,000 we paid for the unit and install for all the reasons stated in this message as well as previous and all supporting pictures and documentation as well. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 03/06/2024

  I just read the companys response written earlier today, it stated that they have a tec scheduled to come out Thursday (tomorrow) to revisit, it is a complete and total lie, no one notified us anyone was coming out tomorrow at all and there is no appointment scheduled for tomorrow (Thursday). We have not heard this at all. And no one was out here yesterday (Tuesday) either, completely false. How is a tec scheduled to come out tomorrow and we have no communication about that whatsoever, no email no phone call no text nothing. And it was not a defect in the Lennox equipment, youve changed the thermostat 4 times and damaged my home and it all ended up being a setting that was wrong on installation and took 3 months, a dozen visits from several different tecs to figure out. This thorough investigation is just as absurd as the rest of the nightmare that has lasted since December of 23.  

  Customer Answer

  Date: 03/07/2024

  It was not a defect in the Lennox equipment, it was setting setup incorrectly on installation. 
  1. the feels like setting was on, we were told by a tec that should be off and is meant for up north with less humidity.

  2. The heat pump setting was set to uninstalled was switched to single stage heat pump by **** on the probably 8th visit by a tec and third thermostat this was finally found.

  3. The last tec that was out ******** says it was because the thermostat was set to stay on 24/7 and wasnt set tosleep mode so it was overheating, the. He came out Monday 3-4 norburto came back and replaced our thermostat for a 4th time. 
  

  No one came out Tuesday, and its Thursday today and no one has scheduled a re-visit as stated in the businesss last message. These visits on Tuesday and Thursday of this week along with the reasoning of the issue stemming from an defect with the Lennox equipment are all completely not true. This company continues to outright lie to cover up their unprofessionalism and incompetence instead of making this right. The have tecs installing and servicing equipment that have no idea how to set up the equipment. It is utterly absurd. 
  what will make this right is compensation for lost wages over a dozen of unnecessary days taken off of work and the completely unneeded damage to my house running unsightly new wires on the outside of the walls of my hall closet (as shown in previous uploads) bypassing the original hidden wiring still running through my attic for absolutely no reason.  

  Customer Answer

  Date: 03/12/2024

  Its Tuesday 3-12-24 and still having the same issues with the system. Please see attached photo, the thermostat is reading ********** which is 9 degrees over the current temp in the house shown by the thermometer underneath. We had the thermostat set to 77 degrees but its cold in the house and the system keeps coming on. Weve had to raise the set temp up to 85 to get it to turn off. Its obvious to everyone in the house its nowhere near ********** in here it is cold but the system keeps coming on. The business said in their last response someone was coming out Thursday to revisit (which was not an appointment we made or anyone notified us about) that was 5 days ago still no re-visit no call no email nothing. still having the same issue after 4 thermostat changes and an unsightly re-wire through my wall. The business wont communicate or fix the issue.

  Customer Answer

  Date: 04/17/2024

  Several Thursdays have gone by since this company falsely claimed they set up a re-visit for next Thursday. No revisit has been made, no attempts have been made to correct the issues and make it right, I have received no communication from the company. Absolutely absurd professionalism and customer **********************, absolute bold face lies from the company. I dont understand how they are allowed to operate like this with no one holding them accountable. 

  Business Response

  Date: 05/08/2024

  I hope this message finds you well. We sincerely apologize for the delay in addressing your BBB complaint. Your satisfaction is our top priority, and we understand the frustration this situation may have caused.

  
  I want to assure you that we are actively working towards a resolution. Our team is in direct communication with our General Manager to ensure that your concerns are being thoroughly addressed. Please rest assured that we are taking this matter seriously and are committed to finding a satisfactory solution as soon as possible.

  
  We appreciate your patience and understanding during this time. We will continue to keep you updated on our progress and will be in touch with you as soon as we have more information to share.

  
  Once again, we apologize for any inconvenience this has caused you and appreciate the opportunity to make things right.
  Thank you.

  Business Response

  Date: 05/15/2024

  I hope this message finds you well. I am writing in response to the complaint lodged against our company regarding temperature discrepancies in the customer's HVAC system. 

  From our General Manager: Upon investigation, I personally visited the property on March 4, 2024, and verified that no one had accessed the system since my visit. The primary concern was the M30 thermostat consistently displaying temperatures 6-10 degrees higher than the actual ambient temperature. Despite multiple thermostat replacements and the installation of a new thermostat wire as recommended by ***** (service manager), the issue persisted.

  Upon further examination during my subsequent visit, I discovered that the thermostat was overheating due to the constant illumination of the screen. To rectify this, I activated the screen saver mode, resolving the temperature discrepancy immediately. Following this intervention, there has been no further communication or complaint from the customer.

  As part of our continuous improvement efforts, I previously identified a similar issue with the S40 and M30 thermostats, where the constant screen illumination led to inaccurate temperature readings. Subsequently, we implemented a company-wide protocol mandating all installers and service technicians to activate the screen saver mode during installations to mitigate potential callbacks related to temperature inaccuracies.

  We take customer satisfaction and ********************** quality seriously, and this experience has further reinforced our commitment to addressing issues promptly and implementing preventive measures. We appreciate the opportunity to resolve this matter and maintain a positive relationship with our customers.

  Please do not hesitate to reach out if you require any further information or clarification regarding this issue. Thank you for your attention to this matter.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21279821
  
  I am rejecting this response because:
  

  There has been no attempt to make this situation right as requested, and make up for the several days of lost wedges and the now unsightly wire running from my laundry room exposed through the hall closet into the next wall to the thermostat that was done for absolutely no reason. Im glad the company has finally figured out the settings to run the equipment properly, but this took several months of my time, frustration, lost wedges, unnecessary and unsightly damage to my home, more than a dozen house visits by tecs who were frustrated and couldnt figure out the issue, and 4 unnecessary thermostat changes. Its all well and good the company has finally figured out how to properly set up the equipment, but that trial and error should NOT be at my expense, and they should have known how to properly install and set up the equipment that they are installing in peoples homes before doing so, and since they have not, they should make it right and compensate period. 

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/06/2024

  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.

  On Friday, January 12, ****m we contacted Five Start for the reason our toilets were backed up and wouldn't flush and were leaking at the base of the toilet, as well as, quote an install of shower mechanism. We couldn't use the toilet, shower, or kitchen facilities due to the sewer being blocked. They originally snaked the line; however, the plumber couldn't clear it. They told us someone with a camera would be back the following day. However, they did not come until Monday, January 15th. During this waiting time we couldn't use the facilities in our home and Five Star personnel knew that. After coming out they quoted us $5,314.00 to repair the line. On Wednesday, January 17, ****, they came out to excavate and determine the cause. They thought they had the area correct the first time; however, realized they were wrong and had to start over and it would be an additional $5,000.00. After they did that work of excavation of a 9' deep X6; wide hole in ground, cutt and repair pipe section along with camera inspection of remaining line and back fill, and tamping and crush-n-run to make asphalt cut area drivable. They realized what they just had done wasn't going to fix the situation because it was backed up further down the line until it connected with the City Sewer connection on the other side of the road. Our main sewer line goes underneath the road at the owner expense they told us.On Thursday, January 18th, they quoted us another $24,673.00 to unclog the line the rest of the way which involved closing a state road. Because we had been without sewer and was desperate we agreed to the total cost of the project at $34,987.00. We agreed to that on Thursday, January 18th. We waited and waited for them to get clearance from the city and state. We were finally told on Monday, January 29, **** that they couldn't get clearance from the ************* of ************** and that was the reason for the delay and that they couldn't start the project. ** DOT approval was needed because they would need to close the road, a state road leading to a ************, to fix our situation.On Tuesday morning, I contacted the ** DOT department head, several state and city elected officials as various department heads. I received a call from the ** DOT ******************************* who informed me that no decision has been rendered because no application or permit request had been made to them on our property. I then relayed that **** with Five Star and asked him to call and speak with ** DOT Spartanburg County employee *****************. I also called ****, the permit coordinator and left that same message. When I called ***************** back later in the day to see if they had submitted the request he said yes just that afternoon (not last week like I had been told), but that he couldn't ***** it because the paperwork was not filed correctly. ***************** suggested I reach out to a different plumbing company because Five Star was delaying the project and their plan was not in our best interest.We reached out to RAH Solutions and they came out that same night and used their non-invasive Hydro blasting and was able to clear the entire line within a few hours. However, they did recommend that the pipe needed to be either replaced or completed with their CIPP liner which provides a 20 year warranty and extends the life of the original pipe to 50 years and wouldn't require digging up the line nor the state road. We had gone from January 12th-January 30th not being able to use the facilities in our home. Now being able to by the work of RAH Solutions.On Wednesday morning, I contacted **** at Five Star because they were needing a homeowners signature on the permit paperwork for ** DOT. I told him that at the suggestion of the ** DOT employee we had called another company and they were able to clear the clog from start to finish last night with their Hydro Blasting technique. I also informed them that their services were no longer needed. He said okay and hung up. No apologies. I then proceeded to contact ***************** to give him an update on our situation. He said I am so glad you called me back. After I spoke to you yesterday the president of Five Star called me and demanded that the permit be approved and couldn't understand why they were jumping through hoops to get this shop done. *** proceeded to tell him that we must ensure that the state and the homeowner will not incur further expense or damages after your work has occurred. The President told *** that he would just charge the customer more for the hassle that the state was placing on them. *** relayed to me that it was apparent that the president didn't care about the homeowner, only their bottom line.So why am I writing the better business bureau? To get Five Star to recognize the inconvenience they placed on my household from January 12th-January 30th. From them not having the knowledge or equipment to quickly take care of the blockage in the sewer line to dragging their feet with submitting paperwork to the city and state, then lying to us about the denial from the ** DOT when it hadn't been even requested yet. We had to go to gas stations and grocery stores to use the restroom facilities and was not able to take bath/showers in our home. That is a great inconvenience. Also looking back charging us ********* for the small amount of work that they did seems excessive. We were only charged $990.00 From RAH Solutions what they were quoting up to 35K for and that isn't right.I would like to be compensated for the 18 days of not being able to use our facilities and for them charging us for a problem they didn't ultimately fix and fix quickly. Along with being lied to.Also, we still haven't received an invoice from Five Star although we paid them $********* on January 18, ****.I believed they put Profit over the homeowners needs and situation.

  Customer Answer

  Date: 02/05/2024

  We have no invoice, they have yet to send one for the $10, ****** that we paid, that is part of the problem.  See attached credit card charge.

  Business Response

  Date: 02/06/2024

  Good morning,

   

  This is the first time we here at Five Star in the office, hear about this issue. Our Operations Manager ********************* will be contacting the customer to discuss and find a solution for all involved 

   

  Looking forward to discuss this with the customer and will keep all involved posted

   

  Sincerely,

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

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

  General Manager

  Five Star Heating, Cooling, Plumbing and Electrical 

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

• Initial Complaint

  Date:02/04/2024

  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.

  In June 2023 ME Flow serviced my HVAC. Botched the job, overcharged, but not the issue. ME Flow signed me up for a service plan I didn't ask for and buried the charges in an "estimate." Didn't realize this until they called to schedule the biannual service. I called and spoke to a very pleasant call center rep who took my message, promised to send the details over to a manager for a refund, but have not been contacted or refunded. Looking for cancellation of the service contract (which I never used) and refund of the service contract fee.

  Business Response

  Date: 03/04/2024

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. Your feedback is invaluable to us, and we take your experience seriously.
  We want to assure you that we are actively investigating the issues raised in your complaint to understand the situation thoroughly. Our commitment to customer satisfaction is of utmost importance to us, and we are dedicated to resolving this matter promptly and efficiently.

  Please allow us some time to conduct a thorough investigation into the details of your case. We understand the importance of finding a resolution that meets your expectations, and we will communicate our findings and proposed solutions with you as soon as possible.

  Thank you for your patience and understanding as we work towards a resolution. If you have any additional information or details you would like to share, please feel free to reach out to us at directly. 

  We appreciate your business and the opportunity to address your concerns.

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21244441
  
  I am rejecting this response because: it is a form letter asking for more time.   It's  been months already.  
  
  Sincerely,
  
  *************************

  Business Response

  Date: 05/08/2024

  I hope this message finds you well. We sincerely apologize for the delay in addressing your BBB complaint. Your satisfaction is our top priority, and we understand the frustration this situation may have caused.

  
  I want to assure you that we are actively working towards a resolution. Our team is in direct communication with our General Manager to ensure that your concerns are being thoroughly addressed. Please rest assured that we are taking this matter seriously and are committed to finding a satisfactory solution as soon as possible.

  
  We appreciate your patience and understanding during this time. We will continue to keep you updated on our progress and will be in touch with you as soon as we have more information to share.

  
  Once again, we apologize for any inconvenience this has caused you and appreciate the opportunity to make things right. Thank you.

  Business Response

  Date: 05/15/2024

  We appreciate the opportunity to address the concerns raised by the customer regarding their thermostat calibration issue. After conducting a thorough investigation into the matter, here is the summary of our findings and proposed resolution:

  Our service manager visited the customer's residence and identified that the old thermostat was not calibrated correctly. As a solution, we installed a new thermostat that is calibrated accurately. During the installation, our service manager explained to the customer that they may notice a difference in temperature perception initially due to the recalibration.

  In an effort to ensure customer satisfaction, our ********************** manager has extended an offer to revisit the residence and recalibrate the thermostat to read two degrees colder, thereby addressing the customer's concern about the perceived warmth during heating cycles. However, it's important to note that this adjustment would result in the system feeling two degrees warmer during summer months. This is a trade-off that we want to discuss with the customer to ensure they are fully informed and comfortable with the changes.

  We have attempted to contact the customer via phone and have left a message requesting a return call to facilitate further discussion and resolution. We are committed to resolving this matter promptly and to the customer's satisfaction.

  Thank you for bringing this issue to our attention, and we look forward to working with you and the customer to reach a mutually agreeable solution.

  Business Response

  Date: 05/15/2024

  Please disregard out previous response. We sincerely apologize for any confusion.

  Upon thorough investigation and consideration of the circumstances outlined in the complaint, our operations team has decided to issue a full refund of this customer's membership fees. We are committed to ensuring a positive experience for all our members and believe that this resolution aligns with our commitment to customer satisfaction.

  I also want to address the concerns raised about the quality of our services. Our team takes great pride in delivering high-quality service and products to our customers. The technology utilized during their interaction with us is one that has consistently received positive feedback, and we rarely encounter issues or complaints related to its performance.

  While we regret any inconvenience caused to this customer, we remain dedicated to addressing customer concerns promptly and transparently. We appreciate the opportunity to improve our processes and enhance the overall experience for our valued members.

  Thank you for your attention to this matter. Should you require any further information or clarification, please do not hesitate to contact me directly.

   

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ************* ************* Conditioning installed new Air ducts and boxes in our home on 5/17/2023. In September the A/C froze and we called US A&H to come out to fix the unit that was fool of insulation. It was determined that the insulation had caused the *** valve to fail. We then asked them to remove the excess insulation from the unit and after a back and forth they agreed, Then in January of this year we had our annual A/C inspection from another company who found that the company who had installed the new Vents did it improperly, they didn't even pull a permit. I called and spoke with ***** on 1/17/2023 and went through the many problems we have had with regards to their service and installation. I then asked to speak to the General manager, she told me they were out on vacation until Monday and asked that I send an email to customer **********************, and they would get back to me. I didnt hear anything back from *****, or the general manager. I called again on the 1/26/2023 to ask about an update and she told me that the Manager had received the email but had not given any information on what they were going to do. ***** told me that she would call them and get back to me. As of today 1/31/2023, I had to call again, and this time spoke to a different person who told me that ***** was in a meeting. I asked the receptionist if I could talk to the general manager, and she told me that low in behold that ***** was the general manager and that there was no one higher than her. This means that ***** has been deceiving me the whole time and stringing me along with no intention of solving this problem. I cant tell you how concerning this is that the leadership of this company would deliberately deceive its customers. I would hope that no one else will consider using them in the future and to be aware of their deceptive technics and poor work ethics.I am requesting my money back for the service and the repair caused by them,

  Business Response

  Date: 03/04/2024

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. Your feedback is invaluable to us, and we take your experience seriously.
  We want to assure you that we are actively investigating the issues raised in your complaint to understand the situation thoroughly. Our commitment to customer satisfaction is of utmost importance to us, and we are dedicated to resolving this matter promptly and efficiently.
  
  Please allow us some time to conduct a thorough investigation into the details of your case. We understand the importance of finding a resolution that meets your expectations, and we will communicate our findings and proposed solutions with you as soon as possible.
  
  Thank you for your patience and understanding as we work towards a resolution. If you have any additional information or details you would like to share, please feel free to reach out to us directly.
  
  We appreciate your business and the opportunity to address your concerns.

  Business Response

  Date: 03/04/2024

  We wish to inform you that we have taken immediate action to address the concerns raised by the customer. Our skilled crew has been dispatched to rectify the identified issues promptly. Upon completion of the necessary repairs, the customer will validate the work performed.

  
  In addition, we have agreed to provide a refund of $1,000.00 for a specific part that the customer had previously paid for. This resolution has been mutually accepted and confirmed via telephone communication.

  
  We appreciate your attention to this matter and assure you that all necessary steps are being taken to ensure complete customer satisfaction.

• Initial Complaint

  Date:01/29/2024

  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.

  1 and a half years in and my air conditioning system isn’t working, and hasn’t worked for 90% of that time. The work they’ve done has caused a leak from uninsulated copper that required replacing chunks of the 2nd and 1rst floor ceiling. After doing more harm than good, they’re insisting on 9k before moving forward, an invoice with one line item. “As agreed upon”. See attached photo.

  Customer Answer

  Date: 02/13/2024

  The company has promised to meet several times and has not followed through. A new contact who says this work was "Before his time" has offered to meet in 2 weeks on the 23rd. I don't have a lot of confidence that the meeting will be attended or any progress will be made towards a resolution. 

  Business Response

  Date: 03/04/2024

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. Your feedback is invaluable to us, and we take your experience seriously.
  We want to assure you that we are actively investigating the issues raised in your complaint to understand the situation thoroughly. Our commitment to customer satisfaction is of utmost importance to us, and we are dedicated to resolving this matter promptly and efficiently.
  
  Please allow us some time to conduct a thorough investigation into the details of your case. We understand the importance of finding a resolution that meets your expectations, and we will communicate our findings and proposed solutions with you as soon as possible.
  
  Thank you for your patience and understanding as we work towards a resolution. If you have any additional information or details you would like to share, please feel free to reach out to us directly.
  
  We appreciate your business and the opportunity to address your concerns.

  Customer Answer

  Date: 03/04/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me- They have agreed to complete some work, which when finished will bring the issue to a close. 
  
  
  
  Sincerely,
  
  
  
  ******** ******

• Initial Complaint

  Date:01/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told that they could replace my furnace and provide adequate heat for my home at the price of $5900. They stated I needed a new furnace installed. The day of service after the the old furnace was taken out, they then tell me a new return needs to be added in order to receive full benefits of this new furnace. The service guys installing calls the sales employee to explains and thats when he quotes this new additional cost. This need was never discussed prior to plans to install. I was still charged full price after they admitted that they knew I was getting the full benefit of the furnace. My home is not heating any better prior to before. Im devastated. I really trusted this company because they had done some work previously but I really feel taken advantage of this time around. This is always an issue for women. Having to pay for work to be done and they knew there were other alternatives to receive service. I was told that the operations manager would call me to discuss and they never did. The gentleman doing the installing were awesome but management and sales was a nightmare. I paid the entire cost charged without even an apology from operations. Very disappointed and I would never recommend them again.

  Business Response

  Date: 01/26/2024

  We are sorry to hear that the customer is still not satisfy, even after we found that the return had to be replaced (what cannot always be determine upfront) and as ******************************** was not fully satisfied we completed this add on for free. The unit is working per specs and she has been contacted by the ops manager and service manager, however if she feels she likes to further discuss she can contact me directly as I am the General Manager at Five Star, ***************************** Cell ************ 

  At this moment we see this installed to all specs, and no open service calls - However if there are still issues please contact me directly 

  Sincerely,

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

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

   

  Customer Answer

  Date: 01/29/2024

  Currently have a call scheduled with ****** the General Manager to discuss next steps and solutions. 

  Customer Answer

  Date: 02/02/2024

  Spoke with the ** ****** and a refund is expected to start once a release is signed. I have not received the release to sign it. 

  Customer Answer

  Date: 02/05/2024

   
  Complaint: 21190492
  
  I am rejecting this response because:
  Spoke with the ** ****** and a refund is expected to start once a release is signed. I have not received the release to sign it. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/07/2024

  Good morning,

  I am confused about the rejection from the consumer, as I spoke with ****************, and we came to an agreement of full refund 

  Can we please confirm this is resolved for both parties involved, as I am confused at this time 

  We will release the full refund when we get the confirmation of resolution received

   

  Thank you

  **************************;

  GM Five Star Heating and Cooling

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I paid to have two new rear discharge toilets installed in my condo. It is the policy of our condo administration that all rear discharge toilets require a neoprene gasket and wax gaskets are not allowed. I was extremely clear with this company and the technician that this must be done. I am the president of our HOA so I know exactly what is required. I was assured that this gasket would be used even after the old grouchy tech told me that he doesnt want to use it. He said I will put the one on that you all require. Well, 24 months later, water is pouring out of the rear of my toilet so I called Advanced plumbing again to come out. Guess what, the old grouchy guy put a wax ring in there anyways and now water is leaking and may cause damage to the condo below. The tech told me its $500 to replace the gasket which I had no choice but to say okay! It took the tech less than ONE hour to replace it and he charged me $497 !!!I have called the office 3 times to speak to a manager about being fraudulently charged for a service and using the wrong materials that are clearly stated in the installation instructions. I feel that they should not charge me 500 dollars to repair the I guess I will call it a mistake but it was a blatant disregard of what I paid for. Also I want my other toilet that was bought and paid for at the same time switched over to the correct materials so it does not fail and damage my floors and the ceiling of the condo below me when it fails and trust me it will fail just like this one did. We have 72 condos here and I absolutely tell every plumber and every condo owner that wax rings cannot be used. This company took my money for a service and lied about what I received. I have been a victim of fraud. I want either #1 my $500 refunded to me and my other toilet fixed with the correct materials or #2 a complete refund of my initial payment of $2000 that I paid them to scam me. I have tried unsuccessfully for 12 hours to get a manager to call me.

  Business Response

  Date: 03/04/2024

  We appreciate you bringing your concerns to our attention through the Better Business Bureau. Your feedback is invaluable to us, and we take your experience seriously.
  We want to assure you that we are actively investigating the issues raised in your complaint to understand the situation thoroughly. Our commitment to customer satisfaction is of utmost importance to us, and we are dedicated to resolving this matter promptly and efficiently.
  
  Please allow us some time to conduct a thorough investigation into the details of your case. We understand the importance of finding a resolution that meets your expectations, and we will communicate our findings and proposed solutions with you as soon as possible.
  
  Thank you for your patience and understanding as we work towards a resolution. If you have any additional information or details you would like to share, please feel free to reach out to us directly.
  
  We appreciate your business and the opportunity to address your concerns.

  Business Response

  Date: 03/08/2024

  We sincerely appreciate your feedback and the opportunity to address the concerns outlined in your Better Business Bureau (BBB) complaint.
  
  Upon careful review of your comments, we acknowledge the omission regarding the neoprene gasket in the invoice for the toilet installation. Please accept our sincere apologies for any inconvenience this oversight may have caused.
  
  In accordance with our commitment to exceptional customer **********************, we would like to rectify the situation promptly. As a gesture of goodwill, we will refund the amount of $497 for the service provided.Additionally, we are committed to addressing any outstanding issues with the other toilet.
  
  We value the satisfaction of our customers and strive to uphold the highest standards of service. In light of the resolution we are offering, we kindly request your consideration in amending the BBB complaint.Alternatively, we would greatly appreciate it if you could consider adding a positive review based on our efforts to address and rectify the situation.
  
  Your feedback is invaluable to us, and we are dedicated to ensuring your complete satisfaction. If you have any further concerns or require additional assistance, please do not hesitate to contact us directly.
  
  Thank you for your understanding and the opportunity to address this matter promptly.