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

  
• 

  Allen Air Conditioning & Heating

  1302 Old Elizabethtown Rd Hodgenville, KY 42748-9486

  
• 

  Plumbing & Air Service Company

  136 Macy Station Dr Kernersville, NC 27284-0042

  
• 

  FAST of Florida, Inc.

  13003 US Highway 19 N Clearwater, FL 33764-7224

  
• 

  Mission Plumbing, Heating & Cooling

  5729 Nieman Rd Shawnee, KS 66203-2864

  

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:11/14/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday made service call, plumbing drainage issues. When using washing machine. Plumber did work on issue but was unable to resolve it, made 3 suggestions and the alternative selected he would return on Monday, use a. Camera attached to pipe to locate area clogged and flush out. Plumber didnot return , was called at 5p on Monday wastold would notify plumber , message sent at 10atue no response.

  Customer Answer

  Date: 12/04/2023

  Have spoken to company and situation has been resolved.

• Initial Complaint

  Date:10/20/2023

  Type:Product 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.

  Purchased a new furnace and AC from ******* ******* *** ******* and within 11 months the furnace is blowing out flames like a dragon. The first hole in the heat exchanger is plugged and is leaking out gas and when the pilot fires, shoots out a fire ball. ******* *** ******* sent out a technician who was great but when trying to get the repair management supervisors to talk the customer they refuse. I can't get past the Anne on the front desk for service. (Austin and Jim won't talk on the phone to customers). I am not comfortable with just having a heat exchanger and would prefer a whole new unit since this is a major defect on a heater less than 11 months old. I will warn everyone else - Don't buy a Lennox and don't expect service from ******* *** *******. They were really quick to take the money when it is in their favor but fall way short on service. I have asked for calls back from management; no one calls. Anne was supposed to call me daily and never called a single time. I especially loved the part about the sticky note on the computer so I wouldn't be forgotten.
  
  Very disappointed with this company and lack of customer service.

  Customer Answer

  Date: 11/06/2023

  ******* ******* *** ******* told me a special part had to be constructed to replace the Heat Exchanger.  I was told it would be in the following Monday.   Monday came and they started bouncing me around the office to each person.  I ended up speaking with every employee at the business before it was done.  Part was never ordered and I was lied to on a daily basis saying it never showed on the trust.  Finally that Friday (after waiting 2 weeks), I contacted my lawyer and told ******* ******* *** ******* if they didn't fix it that weekend I would sue them on Monday since the temperatures were dropping below freezing.  Their business model appears to be only to do sales and on any tough support jobs, pass it off to the next heating and cooling company to repair.  They figured I would get mad and go away.  I didn't.  I told my Lawyer to proceed with suing them even it if cost me $10k out of my pocket.  Austin decided I wasn't bluffing and came out that weekend and personally installed the unit.  Never said two words to me - installed and left.  I didn't care as I won't ever purchase a Lennox or use ******* ******* *** ******* again.  I also was going to notify the District Attorney's office as they like to get involved in these types of issues as well and this company is about as corrupt as they come (in my opinion).

  In looking back, this is a well rehearsed business tactic used by the company, in my opinion.  I even called the company out of Florida and they have full mailboxes for all their support lines.  Left a message for someone to call me back on the Sales/Marketing line and of course, never heard anything back.  Didn't expect much out of them either.

  A new heater was finally installed and my frozen pipes issue was avoided.  The funny part is the replacement of the whole furnace only took 2 hours and they wasted over 10 hours in trying to run me off.  I would have sued them in the end as it is the principle of the matter.

  You can close this ticket out as I won't be using these guys ever again.  To anyone else:  I would stay away from these guys; ******* ******* ******* is in Kansas; run away; even if it costs you a few $ more, life is too short to deal with dishonest companies.  I was patient, never rude until the final day of confrontation and they tried to use my uncle's death to their advantage.  No Morals.

• Initial Complaint

  Date:10/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Subject: Formal Complaint against USHAC for Ongoing Service Failures
  
  I am writing to file a formal complaint against USHAC due to the repeated service failures I have experienced with their HVAC services. Despite numerous attempts to resolve these issues directly with the company, I have received no response.
  
  My grievances include:
  
  Account Restriction Contrary to Service Contract:
  
  USHAC has placed an account note requiring special approval for service, contrary to my valid 10-year extended warranty. This note obstructs my access to entitled services, as evidenced by the message on our account stating that service should not be scheduled without speaking to Max.
  
  Excessive Service Calls and Lack of Resolution:
  
  In just 17 months, I've had 14 service visits, raising concerns about the system's quality and reliability. Each time technicians were unable to detect the issue or remedy the situation in any way, in spite of the video which I presented them of the noise the air handler made.
  Condensation Line Neglect:
  
  USHAC failed to inform me about replacing the condensation line, resulting in the damaged wood flooring where the condensation line backed up into one of our bedrooms. They had to cut a hole in the wall of the same room prior to this, to seal an air leak that they had left when installing the new unit, which was creating a vacuum effect through the power outlet.
  
  
  Lack of Responsiveness:
  
  Despite my attempts, I have not received any response from USHAC.
  
  Manipulation of Money-Back Guarantee:
  
  USHAC has delayed resolution to ensure that my 12 month money back guarantee would expire and have refused to respond to my calls requesting a supervisor as well as my letters stating that I would be filing a complaint with the BBB and DBPR.
  
  These people are crooks of the utmost kind. Save your money and hire a service that delivers on its promises. This is not the one and I have all of the documentation to substantiate this claim.

  Business Response

  Date: 11/22/2023

  We appreciate the opportunity to address your concerns and apologize for any inconvenience you may have experienced. Our team takes customer satisfaction seriously, and we want to assure you that we are committed to resolving this matter promptly.

  Upon reviewing the details provided by our plumbing manager, it appears that our team has been actively engaged in addressing and servicing your HVAC systems. We understand that the last service visit on June 13, 2023, involved the cleaning and flushing of the mini drain pan and drain line, with a recommendation for a future pull and clean of the blower housing due to some dust accumulation.

  Furthermore, our records indicate that your General Manager, Max, extended a generous offer of 5 years of labor and 5 free maintenance services for both of your systems. We value your satisfaction as a customer, and we want to ensure that you receive the full benefits of this agreement.
  Since the last service visit, we have not received any communication or service requests from your end. We strive to maintain open lines of communication with our customers, and we encourage you to reach out to us if you have any concerns or if you require additional assistance.

  To ensure the continued efficiency and performance of your HVAC systems, we recommend scheduling a service call for the recommended pull and clean of the blower housing. This proactive approach will help prevent potential issues and ensure the optimal functioning of your equipment.
  Our team is dedicated to providing quality service, and we want to work together to address any outstanding concerns you may have. Please feel free to contact us directly so that we can discuss this matter further and schedule any necessary follow-up services.

  Once again, we apologize for any inconvenience, and we appreciate your understanding. We look forward to the opportunity to resolve this issue and continue providing you with exceptional service.

• Initial Complaint

  Date:09/28/2023

  Type:Product 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.

  **************************
  Is the company
  
  At the end of July 2023 I had a brand new HVAC unit installed to replace the 1993 one that was here when I bought the home
  .
  While I was buying it and talking through financing, I was told I was getting an $800 rebate. I reached out on August 8, and was told it was filed and on the way and would receive it in a week or two.
  August 29th I reached back out to Adam (the rep who informed me I was getting it) with no answer. August 30th I reached out because I never got an answer, and he told me he was out of the office with family and to call the office. I did. No one in the office knew what I was talking about. I told them specifically that Adam was my person and I was told they were looking into it.
  September 6, I reached out to Adam with no answer. And again on sep. 7. No response.
  I then started calling the office. I’m constantly told that they see the notes on my profile that I’m calling and notes are going to management… just no one is calling me back.
  Once (and it’s on my record, one rep sees where it said) I was told a Visa gift card was coming my way.
  After a week I started calling again. The rep saw the note that they were going to send, but no date, no way of shipping or any other details.
  The different receptionists always say that they see all the notes and they see that the previous reps sent things to supervisors and even upper management, and no one is getting back to me.
  Now I’m being completely ignored.
  
  Let’s also add since paying over $18,000 in full for this new Lennox HVAC unit around July 28, I’ve had to get it serviced twice already. It’s not even 3 months old.
  And my power bill has not budged. Was it really a more efficient unit?
  I’m worried that this issue is going to cause retaliation, and if more goes wrong with this 3 month old HVAC unit, they will refuse to service it or anything else.

  Customer Answer

  Date: 10/13/2023

  ---------- Forwarded message ---------
  From: **** ******* *******************
  Date: Thu, Oct 12, 2023 at 5:34 PM
  Subject: complaint *********
  To: *******************
  

  
  
  
  The company has reached out to me and this has been settled.
  
  
  Thank you
  *****

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 7th 2021 I had a Lennox 2-ton 16 seer air conditioning system installed in my home by Advanced Air and Heat services (also dba Advanced Air Home services) and have continued to maintain this unit with them. It came with a 2 yr. parts and labor warranty and a manufacturer’s warranty for 10 years. On June 29th 2023 I noticed that the ac unit was continually tripping the breaker and contacted them on the 30th for a repair tech. Repair technician responded on July 2nd and notified me that the compressor had a hole in it and would need to be replaced. I called Advanced Air on the 5th, 7th and 10th of July to check on the status and confirm that the parts were ordered. Around the 2 weeks mark I did receive a call back from their parts department who advised that the compressor had been ordered and that it shouldn’t take that long. Since then, I have called on July 24th, 31st, August 1st, 9th, 23rd, September 4th, 11th, twice on the 19th and on the 20th all with the promise of a call back from the parts department which never happened. I called again today (September 22nd ) and have now left a message with a manager who supposedly will call me back on Monday25th. (I’m not holding my breath). I have been unable to gain an order number for this part as it is not in the notes available to the answering service and again the parts department won't call me back. I have however, contacted Lennox directly on September 19th 2023 who advised me that NO warranty claim has been filed for my AC unit when they looked up the serial number. I also had another company come to my house to re-diagnose the problem with the hope of getting this unit repaired only to find out that The Labor warranty is with Advanced Air only and that I would have to pay the Labor cost of $3300.00 or buy another system. It has finally sunk in that this company, evidently, has had NO intention of complying with their contractual agreement regarding the warranty for this AC unit.

  Business Response

  Date: 09/29/2023

  We wish to extend our sincere apologies for any inconvenience you may have experienced in connection with your recent purchase of a compressor from our company. Your satisfaction is of paramount importance to us, and we deeply regret any inconvenience or delay you may have encountered.
  Upon receiving your complaint, Our branch manager Phil personally engaged with your concerns and have had the opportunity to speak with you directly. During the conversation, he assured you that we are committed to resolving the issue promptly.

  
  I am pleased to inform you that the compressor you ordered has been successfully received at our facility, and we have expedited the scheduling for the installation of the unit. The installation is now booked for September 28, 2023, as per your request. Rest assured that we have taken the necessary steps to ensure a smooth and efficient installation process.

  
  We would also like to confirm that you are aware of the updated installation date, as communicated during the recent conversation with Phil. If you have any further questions or require additional information leading up to the installation, please do not hesitate to contact us. Our team is dedicated to ensuring your complete satisfaction, and we are committed to making your experience with us a positive one.

  
  Once again, we apologize for any inconvenience you have faced and appreciate your patience and understanding as we work to resolve this matter to your satisfaction. Your feedback is invaluable to us, as it helps us improve our services and prevent similar issues from occurring in the future.
  If you have any further concerns or require any assistance, please feel free to contact us directly. We are here to serve you and ensure that your experience with our company meets your expectations.

  
  Thank you for giving us the opportunity to address your concerns, and we look forward to successfully completing the installation of your compressor.

• Initial Complaint

  Date:09/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had no working air conditioner since August 29th. I called Advanced Air Home Services on August 30th only because I have a parts and labor warranty with them.
  A tech came August 31st and said a/c would need new coils and a motor. The ****** unit is 2 years old and was purchased from Advanced Air.
  This company has a horrible customer service reputation and I can certainly attest to that after my experience the past 15 days. I have called 2 & 3 times a day each week day to find out when parts will be available for my a/c repair. I wrote down all of the names of the employees I talked to.
  I was told 3 different times that a message had been sent to Phil (parts manager) for him to call me and he has not called.
  Another tech finally came here September 14th and attempted to repair a/c. The tech then told me I also need a new compressor in addition to the coils and motor the a/c already needed. The tech said he would report this to the office.
  I received 2 emails and a text letting me know a tech would be here today (September 15th). No one showed up and after my call to the office I was told possibly a “glitch” happened with the computer which is why I received the notification and then no one showed up.
  This company is one big glitch!
  I continue to get the run around and today was told a 4th message would be sent to the parts manager.
  It is extremely hot in Florida and I just want the air conditioner repaired and for the employees to tell the truth and possibly follow up on problems that have lasted this many days.

• Initial Complaint

  Date:09/08/2023

  Type:Billing 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 want an invoice stating two things:
  1) cost of materials toilet
  2) cost of labor
  
  I had a toilet removed, and I had a new one installed. ******* ******** gave me an emailed invoice with only the total cost: $1,174.50

  Business Response

  Date: 09/15/2023

  Upon conducting a thorough investigation into your concern, we have uncovered some pertinent details that I would like to share with you. Our plumber, Mike C****** who was responsible for carrying out the work, has informed us that our intention was to provide you with a comprehensive, itemized invoice, breaking down the cost of labor, materials, and the specific services performed. Unfortunately, due to unforeseen circumstances that resulted in the project being temporarily put on hold, this invoice was not issued as planned.
  I understand that there may have been some miscommunication regarding the project's status, and I would like to extend my apologies for any inconvenience this may have caused. It is important to note that we value transparency and customer satisfaction, and we were fully committed to delivering an invoice that met your expectations.
  In regards to the additional work that was intended to be completed after the toilet installation, we appreciate your understanding and patience during the pause in the project. We aim to ensure the highest level of service for all our customers and work diligently to address their needs. It has come to our attention that you have experienced similar issues with other service providers in the area, and we sympathize with your frustration.
  Regarding your inquiry about the itemized invoice, I can confirm that on September 7, 2023, you contacted our Customer Experience Coordinator, Jason West, seeking information about the invoice. We sincerely apologize for any confusion or inconvenience you may have experienced during this interaction.
  To resolve this matter promptly, we will ensure that you receive the itemized invoice. We are committed to rectifying this situation and restoring your trust in our services.
  If you require any additional information or have any further questions, please do not hesitate to contact us directly. Your satisfaction remains our top priority, and we look forward to addressing your concerns in a timely and satisfactory manner.
  Thank you for bringing this matter to our attention, and we appreciate your understanding as we work towards a resolution.

  Customer Answer

  Date: 09/15/2023

  
  
  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:08/22/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Daikin A/C unit is about 6 years old and the tech from ******* *** **** Services (a subsidiary of Southern HVAC Corp.) said the condenser coil needs to be replaced. He did all that he could to keep the house cool temporarily like fill the unit with coolant until the new part arrives. That was on 8/2/23. I have a service/maintenace contract with them and as of today 8/21/23 I'm still waiting for the replacement. They are blaming the manufacture for the delay but when I called there myself, they said there are plenty of parts nearby at distributor locations. In fact, I discovered through the manufacture that my unit was registered under a different name and different home which means Advance is a scam. Prior to that, I had been calling them every few days to get updates and was told I would get a call back. Nothing, so I went to the Advanced location in Edgewater during normal business hours and the main entrance door was locked despite the lights being on. I talked to an employee who was near the employee entrance, and they refused to let me talk to a manager, giving me every excuse in the book. While there, another customer pulled up and was looking to talk to someone for the same reason as they had not been receiving call backs either. I spoke with several neighbors who use the same company and they have been having the same issues. Just today, I called their parent corporation and left a vm. Hopefully, they call back and are aware of this company. BBB, please help with this!

  Business Response

  Date: 09/15/2023

  Upon receiving your complaint, we immediately took action to address the situation. Our records indicate that your order for the ****** unit was placed on September 4th, 2023. Unfortunately, we have been informed by ****** that the unit is currently on backorder, with an estimated lead time of ten weeks for delivery.
  I understand how frustrating this delay must be for you, and I want to assure you that we are committed to resolving this matter as swiftly as possible. In response to your request, we have contacted ******'s support team to inquire about the possibility of expediting the coil for your unit. Our Service Manager tried to contact you and left a voicemail with these details.
  Please rest assured that we are actively monitoring the progress of your order and will keep you updated with any developments. We value your business and are dedicated to ensuring your satisfaction. Your feedback is essential to us, and we take your concerns seriously.
  
  Thank you for your patience and understanding as we work diligently to resolve this matter to your satisfaction.

  Business Response

  Date: 10/13/2023

  We would like to acknowledge the BBB complaint you filed regarding an issue you experienced with our company. I appreciate your time and effort in bringing this matter to our attention.
  Upon receipt of your complaint, we promptly initiated an investigation into the matter. We understand that you spoke with our customer service team regarding your concern. We take customer feedback seriously, and it is our top priority to address any issues that may arise.

  
  I am pleased to inform you that we have taken immediate action to expedite the required part to fulfill your request. We have successfully procured the necessary part, and it is currently in our possession. To ensure the utmost efficiency and convenience for you, an appointment was scheduled for the installation of the part on September 29, 2023, between 3:00 PM and 6:00 PM, as per your confirmation.

  
  We would like to express our gratitude for your understanding and cooperation throughout this process. Your confirmation of the appointment date and time is duly noted, and we are committed to delivering a seamless and satisfactory resolution to your concern. Please rest assured that we will do everything within our power to address your issue.

  
  We kindly request that you inform us of your satisfaction or any further concerns you may have. Your feedback is invaluable to us, and we remain dedicated to providing the best possible service.
  We apologize for any inconvenience this matter may have caused and appreciate your patience as we work to resolve it. Should you have any additional questions or require further assistance, please do not hesitate to contact our customer service team.

  
  Thank you once again for bringing this matter to our attention, and we look forward to the opportunity to serve you better in the future.

  Customer Answer

  Date: 10/14/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: it does not take away all the frustration, irritation and inconvenience caused by poor customer service, lack of communication and straight-up ignorance by your subsidiary company, ******** *** **** Services. Yes, the part was installed on 9/29; however, time will tell if I'm satisfied with the service, which is another reason why I'm not accepting your response. Everything in the previous comments were inaccurate and I am not going to allow your latest comment off the hook from letting the public know you shouldn't be trusted. I am rejecting this response because it was this BBB complaint that led you to react when your company should have been proactive. It was this complaint that lit a fire in your chair and get things going the way there were supposed to be back in August. I've spent too much time, energy and valuable resources to accept your response. More than happy to further discuss this over the phone, oh which by the way, that my son still has yet to receive from the service "manager".

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

• Initial Complaint

  Date:08/21/2023

  Type:Customer Service 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 have been trying to get someone to call me regarding an installation of 2 a/c units done in 6/2017. The problem is the downstairs unit does NOT cool the master bedroom. I have left 4 msgs thru staff sine 8-11-23.

  Business Response

  Date: 09/05/2023

  We acknowledge your recent communication regarding the concerns you raised with our services, as reported to the Better Business Bureau. Your feedback is of utmost importance to us, and we appreciate the opportunity to address this matter.
  We can confirm that our team engaged in a conversation with you on Monday, August 21st, wherein it was mutually agreed upon that our service visit would be scheduled for the upcoming month of September, specifically upon your return from your vacation. We want to assure you that we take this commitment seriously and will make every effort to ensure a seamless and satisfactory service experience upon our visit.
  If you have any further questions or require any additional information, please do not hesitate to contact us. Your satisfaction remains our top priority, and we are dedicated to resolving this matter to your complete contentment.
  Thank you for your understanding and patience as we work to address your concerns. We look forward to serving you in September and exceeding your expectations.

• Initial Complaint

  Date:08/09/2023

  Type:Customer Service 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 am registering this complaint on behalf of my elderly mother. We have been trying to have her air conditioner repaired for several weeks. ******** *** came to her condo on July 24, 2023 and reported that the A/C system needs a new blower control module. The system is under warranty for parts and service until December 2023. We have repeatedly called ******** *** to schedule the repair without success. We were told that we would receive a call when the part comes in, however they will not confirm that the part has even been ordered. When we ask to speak with the parts department, we are told that the parts manager will call us by the next day. This has happened several times and we never receive a call. I am afraid that this is ******** ***'s typical business operation because the part and labor are under warranty, therefore the business will not make money on the repair. I have read other complaints regarding this company not honoring repairs under warranty. Can you please provide us with help to resolve this matter as soon as possible. Thank you,

  Business Response

  Date: 09/05/2023

  We would like to express our sincere apologies for any inconvenience you may have experienced in relation to the delay in the repair of your unit. Your satisfaction is of paramount importance to us, and we deeply regret any frustration this situation may have caused. Your feedback is invaluable to us as it helps us improve our services and better serve our valued customers.

  Upon investigating the circumstances surrounding the delay in the completion of your unit's repair, we discovered that there were unforeseen challenges that contributed to the extended timeline. We understand that your time is precious, and we genuinely regret any inconvenience this may have caused.
  However, we are pleased to inform you that your unit is now fully repaired and functioning beautifully, as you have mentioned. We take great pride in our commitment to providing high-quality products and services, and we are pleased that we were able to resolve the issue to your satisfaction.
  
  We value your business and trust in our company, and we are committed to ensuring that such delays do not occur in the future. We have reviewed our internal processes to identify areas for improvement to prevent similar occurrences in the future. Once again, please accept our sincerest apologies for any inconvenience you have experienced. If you have any further questions or concerns, please do not hesitate to reach out to us directly.

  Customer Answer

  Date: 09/05/2023

  
  
  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,
  
  
  
  ***** *** ***** *** ***