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:08/09/2023

  Type:Product 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.

  8/8/2023 I had an appointment with this business for broken air conditioning at my home. The tech came to my home and said the issue was the capacitor, I asked if that would be covered under the manufacturer's warranty (2 year old unit) and he said no, that part is not covered. I was charged $535 for the part & repair and the AC was not even fixed. I was told the company that installed the unit messed something up in the install and I needed to contact them. I contacted other companies and realized I was way overcharged and was sold a high end capacitor for no reason, it was never explained to me that the replacement was much higher quality than what I had previously. I asked the company for a refund as other companies charge about half this rate for the same job and was told to contact the BBB if I didn't like what they did. They are dishonest and rude and should not be conducting business. They took clear advantage of a young woman with no knowledge of HVAC systems. I asked for my original capacitor back so I could have another company test it to see if it was actually faulty and within a matter of hours, my original capacitor "had been thrown away" and was "unable to be returned". Please do something about companies taking blatant advantage of certain demographics.

  Business Response

  Date: 08/11/2023

  We sincerely apologize for any inconvenience you have experienced during your recent service call. Our team values your feedback and takes your concerns seriously. We would like to address the points raised in your BBB complaint and provide clarity regarding the situation.
  Upon reviewing the details of your service call, we understand that your air conditioning system was not functioning properly, and our technician diagnosed a faulty capacitor as the cause of the issue. To ensure a reliable and long-lasting solution, our technician recommended a Turbo Capacitor, which comes with a 5-year warranty. The price was discussed and agreed upon before proceeding with the repair.
  During the repair process, our technician identified an additional issue – a leak in your system. In light of this, our technician advised that you reach out to the party responsible for the installation, as this might potentially be covered under warranty. Our priority is always to provide the best service and advice to our customers, and this recommendation was made with the intention of offering you the most appropriate resolution for your situation.
  It has come to our attention that you subsequently spoke with another technician, who indicated that your system's warranty may cover the repair without the need for the Turbo Capacitor. We regret any confusion this may have caused. Our decision to recommend the Turbo Capacitor was based on its warranty coverage, with the aim of providing you with the most robust and reliable solution.
  Upon reviewing your case, we have taken steps to address your concerns. Nick, our representative, spoke with you to explain our standpoint and the reasoning behind our technician's recommendations. We understand your disappointment with the outcome, and we acknowledge the miscommunication that transpired.
  In an effort to resolve this matter amicably, we have processed a partial refund of $114, reflecting the cost difference between the Turbo Capacitor and the alternative option. Please note that your actual charge was $420, not the stated $534. We hope this resolution demonstrates our commitment to rectifying any misunderstandings and ensuring customer satisfaction.

  Customer Answer

  Date: 09/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I still have not received the refund check and its been over a month since I was told it would be issued. I'm not getting anywhere with this complaint but I'll close it once I receive the refund check. Going back and forth with excuses is a waste of time. Please get me the refund check that I was promised. 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/15/2023

  Please see the attached invoice reflecting the partial refund that was issued. Thank you.

• Initial Complaint

  Date:07/27/2023

  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 AC went out in November 2022. Advanced Air replaced exterior unit, Air Handler and duct work the week after Thanksgiving. I told the salesman that laundry room, pantry, bath and closet on the south side of the house only needed small duct since my daughter's room, which was on that side of the house, had mini-split which kept that side plenty cold. Guess they didn't listen. Once we hit summer, there was a 7 degree difference between daughter's bedroom closet, on south side, and master bedroom, on north side of house, and the are equidistant from air handler. Freezing cold air was blowing hard into closet but can't even feel it in master bedroom. Never had this problem with old system. I called company and a tech came out on July 10, 2 & 1/2 weeks ago. She stuck some sort of piece in closet vent to make hole smaller and said new duct to master bedroom must not have been long enough because installers spliced two pieces together (old and new) to extend it. It was pinched to hold it together, causing less air to move through. Someone was supposed to call me to replace it. No one did, so I called last week, about 1 & 1/2 weeks since tech was out. Person I spoke to said someone would call me back. It's been another week. Nothing. Every time I tried to call this week, no one picked up. Very frustrating! Please replace/repair duct work.

  Business Response

  Date: 08/11/2023

  We sincerely appreciate your feedback and concerns, and we deeply apologize for any inconvenience you have experienced in relation to the duct issues you mentioned. Your satisfaction is of utmost importance to us, and we are committed to addressing and resolving the matter at hand.
  Upon review of your complaint, it is clear that there was a lapse in our service that led to your dissatisfaction. We take full responsibility for this oversight and are taking immediate steps to rectify the situation.
  During our recent conversation, we understood the severity of the duct issues you are facing. As part of our commitment to providing effective solutions, we have taken the necessary steps to rectify the problem. A comprehensive plan has been booked to thoroughly assess and resolve the duct issues you have encountered.
  Please rest assured that our dedicated team of experts will diligently work to identify and address all issues within the duct system. We understand the importance of maintaining a comfortable and efficient environment, and our plan is designed to achieve just that.
  We sincerely apologize for any inconvenience this situation has caused you, and we appreciate your patience as we work to implement a resolution. Our goal is to ensure that your concerns are not only addressed promptly but also that you are left with a positive experience that reflects the high standards we set for our services.
  Should you have any further questions, require additional information, or wish to provide further feedback, please do not hesitate to contact us directly. Your satisfaction is our top priority, and we are committed to ensuring a seamless resolution to this matter.

• Initial Complaint

  Date:07/27/2023

  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.

  In May of 2020 my air conditioning that I've been having problems with finally came to the point where I needed to replace it. Reached out to A+ Heating and cooling who sent out as person. Being keenly aware of the operating environment at the beach we requested a unit that will be compatible and that can keep up with use. The salesperson sold us a system for little over $10,000 guaranteeing US that this was the best system to use at the beach. Subsequently I've had repeatedly needed service and maintenance over the last two years. Technician on the last visit informed us that the heating coil exchange was completely eroded and would need to be replaced for a little bit over $4000. He then went on to tell us that the system that we currently had at the beach was the worst possible system that you could have and is not even coastal rating for warranty parts. That came as a surprise to us since they are salesperson told us the Completely different story and 2 1/2 years, I now must replace the entire unit again for this time over $12,000 in 2 1/2 years I've spent over $22,000.
  I have called to speak to the general manager for the last three weeks and been given an excuse every time why they were not available. I have left messages at the office with the office staff who have given him the messages and he has not yet returned any of my phone calls. I have little recourse but to turn to you folks for a resolution to this situation. I do not understand why Mr Carmine S****** the MG seems to not know how to use a telephone..

  Customer Answer

  Date: 07/27/2023

  The current technician and sales person who sold us the latest unit made us aware that the prior franchise owner had excess inventory that he needed to liquidate and gave his sales representatives talking points that misrepresented the units in order to sell them quickly. We paid a premium for the first unit in 2020 because it was sold as the best unit on the market for the wear and tear of the ocean environment and that is was specifically coated to protect against the type of corrosion that happens in a beach setting. It was also pitched as having the best warranty on the market for replacement parts due to corrosion from the environment.

  The first technician they sent out told us we just needed to replace the condenser coil at a cost of nearly $4,000. When the actually sales tech came out, that shared the history of the prior owners sales practices, he strongly advised we not spend that money as the unit would likely wear out in 1- 2 years as it was not built for the beach.

  Our expectation would be that A+ (a) would be responsive and not dodge our requests to discuss the situation and (b) that they cover some portion of the expense of the new unit since it was the franchises deceptive sales practices that caused the maintenance expenses we incurred and the need to purchase a $12,000 unit barely 3 years after replacing our old one.

  We are franchise owners ourselves and have to stand behind the brand and unfortunately correctly issues from prior owners.

  Business Response

  Date: 08/12/2023

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

                      First, I would like to apologize for having to replace your HVAC unit so early and I know it is frustrating dealing with this sort of issue. 2020 A Plus was owned by ****** ******** who sold in my belief bottom tier equipment. A Plus was bought out by Southern Home Services and immediately switched brands to equipment that is rated to handle coastal aeras . I apologize that the salesman guaranteed that was the best system on the beach. Unfortunately, being that your home is coastal and possibly beachfront there is not much you can do to protect your equipment from corrosion

   

  Business Response

  Date: 08/12/2023

  I apologize, I hit the submit button by accident and I could not go back and edit my response, but to continue if you live in the coastal area there is not much you can do to prevent corrosion from happening. Choosing costal rated equipment would be the best chance to add years to your investment which Lennox coils are costal rated. Also adding corrosion grenades as needed thought-out the life of the equipment and keeping up with the routine maintenance twice a year is you best bet for longer life. Being that you had to replace your equipment early A Plus will provide you with a corrosion grenade and install for you at no charge. I will also call you Monday so we can  speak person to person and answer all the questions you may have.

• Initial Complaint

  Date:07/25/2023

  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.

  My Lennox A/C unit is less than 2 years old and the condenser coil was recently diagnosed as corroded and faulty. I contacted Advanced on 6/23/23 and as of today 7/24/23 I am still w as it if for them to make repair. They are blaming Lennox although the part was not ordered until 7/6/23., meanwhile my wife and I are having to live in 9@ degree heat for over a month. Their service has been unacceptable as they never return phone calls until recently but it is still terrible.

  Business Response

  Date: 08/02/2023

  Our Service Manager Phil spoke with Mr. Oshea and he is waiting for a ML14 condenser coil. His unit was
  installed on 8/12/21 and has failed .
  Our team at Advanced is currently working to expedite the part with Lennox. We sincerely apologize for any inconvenience caused to Mr. ***** and his family. Please feel free to contact our office with any further concerns. We will be in touch with Mr. ***** regarding the ETA for the part from Lennox. 

• Initial Complaint

  Date:07/18/2023

  Type:Billing 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 charged twice in the month of June 2023 for my monthly maintenance package. The billing issues started about 6 months ago when they stated that I owed them for a previous month, so without my knowledge, they charged me twice that month. I explained that I did not owe them for an extra month, and I even sent them copies of my bank statements to prove all months were paid. The next month they called again to say I still owed them for a previous month. They stated they never received the bank statements, even though I had gotten a reply when I sent them. So, I sent bank statements again and explained that I did not owe for an extra month. For two months all was well, but then in June, they charged me twice again. I called and explained that I do not owe for the extra month and I was upset enough at that point that I cancelled my maintenance contract with Allens. They reassured me that I would get a refund for the extra charge in the month of June. I never got that refund. I am requesting the refund of 12.95 and confirmation that my contract has ended and that I will not be billed in the future by this company. If there is any question about my payment history, I will gladly submit bank statements to BBB to show all payments were made.

  Business Response

  Date: 08/02/2023

  We sincerely apologize for any frustration caused to Ms.***** and have issued a refund in the amount of $12.95. Please reach out to our office directly with any additional concerns. Again we apologize for the inconvenience, please let us know how we can further assist you in the future.

• Initial Complaint

  Date:07/05/2023

  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 purchased a HVAC system, water heater and whole house generator. Since they have started on my house this has been an absolute nightmare. First the hvac unit did not work. They had to install a second one which finally worked. The general was installed but was not in accordance with city code and had to be moved, the inspections through the city has not been completed on the HVAC system or water heater, the inspection for the city has failed the electrical. Company said they move move the unit after inspection but at this point I want it in the final spot and then we can complete inspections. My yard has been torn apart since March and I have been unable to use it to allow my kids to play or let the animals out.

• Initial Complaint

  Date:06/15/2023

  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.

  Since last year we have been having issues with our A\C . . The system was not operable for MANY months. They came and replaced a few parts , added Freon and it worked for a while. After a few months it went down again. In May 2023 they came back and added more Freon. And at that time stated the compressor was bad and needed to order one ( under warranty ). After many phone calls with little or no response we no time frame for when the system would be repaired or when the new compressor would be in , as we were told it wasn't available . And they refused to come back and add any additional Freon to attempt to cool the house down .
  
  A little added info , we are 2 single elderly women . One of whom is very sickly , and cannot be without A/C .
  Additionally , we have 12 year parts & labor warranty on this A/C unit , from Advance which was purchased at the time of purchase and installation .
  
  Fast forward to today , we have called in a second A/C company ( ***** ******** ) for a second opinion into the issues .
  They went above and beyond and checked out the entire system and stated there is NOTHING wrong with the compressor, and if fact it is the REVERSING VALVE that is bad and that's where the FREON is leaking from . once depleted the system goes down completely .To add insult to injury , they also checked into the availability of the compressor , and they are in stock at the warehouse and ready for imidiate delivery .

  Business Response

  Date: 07/03/2023

  We sincerely apologize for any frustration we may have caused. Our Branch Manager, Phil has been in contact with Ms. ***** and we booked an emergency
  call for one our of technicians to go out there. She clearly stated to our team that she does NOT want us to do the
  repair, but the tech could look at and top off the coolant to make it more
  bearable. Again, we apologize for the inconveinece caused. Please contact our office for any other concerns. 

• Initial Complaint

  Date:06/15/2023

  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.

  ******** *** Home Services installed an entire AC unit Sept. of 2019.
  By Mid 2020 I noticed a small leak between the inside unit and the Plenum.
  By mid 2021 I noticed that the small water line was spreading and also creating mold.
  In mid 2021 I reached out to a different HVAC company because I did not like the way Advanced handled service work on the unit. I was told by this other HVAC company that they could not repair or replace the damage because they would not be able to warranty the work due the companies incorrect installation and possible additional damage caused by their install.
  
  Nov. 18, 22 I had a second HVAC company come out to provide a repair or replace estimate.. This company also declined the replacement or repair and stated, “the plenum was not built correctly...." (this service invoice on file). We will not replace or repair this unit because we cannot warranty the work.
  
  Betwn 11.23 thru 02.23, I made more than 15 calls to ******** *** and left several unanswered messages or was told by different Representatives that they will forward the problem to management to set up an inspection.
  
  It wasn’t until 04.21, 23 I was given an appointment btwn 9-12 PM. I waited the entire day, called several times, and was told “they are running behind”. At 5:50 PM I called and requested a re-schedule. (this is why I didn't call them since installation).
  
  April 26, 2023 Their Representative came out, took pictures, and wrote up notes in my driveway for approximately 90 minutes. To date 6.15.23 I have left over 20 messages with their receptionists providing the same empty promise, “I am forwarding this over to the HVAC Manager Jason and he will get back to you by the end of the day.” and as of today 6.15.23 he has not!
  
  Because of ******** ****s incorrect installation not only does the leak and mold continue to grow, but I am unable to correct the situation because no other company will touch the mess which is also a health hazard due to their negligence!

  Business Response

  Date: 06/27/2023

  We sincerely apologize for the inconvenience caused to the customer, and we would like to express our utmost regret for the issue she has encountered. We have taken immediate action by contacting the customer to convey our sincere apologies. Furthermore, we want to assure her that we firmly stand behind the quality of our work and are fully committed to resolving this matter promptly and effectively.
  In light of the situation, we have promptly scheduled a dispatch to address the customer's concerns, and we have booked her appointment for Monday 6/19 following the complaint. Our dedicated team will be on hand to rectify the issue and ensure that she receives the utmost attention and care.
  Once again, we apologize for any inconvenience caused, and we appreciate the customer's patience and understanding as we work diligently to resolve this matter. Should she have any further questions or require additional assistance, we are available to provide the necessary support.

• Initial Complaint

  Date:06/13/2023

  Type:Billing 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.

  As one can see from the invoice I should have been credited a 49 service fee for this job that I booked.
  They took two checks from me for 289 and never credited me the 49 booking fee. Now they're trying to tell me the total with the booking fee credit was 578 , but their own invoice clearly shows it should have been 529. I'd like them to be honest enough to give me the 49 credit they promise customers who book

  Business Response

  Date: 06/14/2023

  Good morning,

  I apologize for the confusion. I do see on the invoice attached the discount was given for the $49 diagnostic that was paid on a previous invoice. If you have any questions or concerns please feel free to call our office and speak with a manager.

  Business Response

  Date: 06/27/2023

  I apologize for any confusion or frustration caused by our previous communication. Please allow me to clarify our billing procedures and address the concerns you have raised.
  As a flat rate company, we do not provide itemized billing. Instead, we offer comprehensive services at a predetermined fixed rate. This approach allows us to ensure transparency and simplify the invoicing process for our valued customers.
  To ensure clarity and mutual agreement, we always strive to obtain signed estimates and completion invoices. These documents serve as official confirmation of the services to be rendered and the acceptance of the completed work. By adhering to this practice, we aim to maintain a high level of professionalism and accountability throughout our business transactions.
  Regarding your recent inquiry, I must apologize for any miscommunication that may have occurred. Upon learning of your concerns from Meagan and Taylor, members of our team, I made an effort to reach out to you on Tuesday 6/13. Regrettably, our attempts to connect have not been successful thus far.
  It is important for us to address your concerns and ensure your complete satisfaction. We sincerely apologize if our previous interactions have not met your expectations or conveyed our intentions effectively. We value your understanding and would greatly appreciate the opportunity to further discuss and resolve any outstanding matters.
  Please let us know a suitable time and method of communication for us to engage in a more detailed conversation. We are committed to finding a satisfactory resolution and rebuilding your trust in our company.
  Once again, we apologize for any inconvenience caused and appreciate your patience in this matter. We look forward to rectifying the situation promptly.

  Customer Answer

  Date: 06/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: There have been no messages on my phone or email responses from them. Their explanation of billing just furthers my mistrust of their accountability.

  I am just writing this off as a bad customer experience, which I shared with many of my church members, one of which also had a bad experience with this company. I just hope people check this company's reviews out before hiring them. 

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

• Initial Complaint

  Date:05/19/2023

  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.

  ******* is unwilling to fulfill the labor contract inherited from the company it acquired in August of 2019. It has insists that it did not assume any existing labor contracts despite ************************************************************************ and *************************************************************  ******* has now recently been acquired by Southern Home Services.
  
  I am seeking reimbursement for the attached payments I have provided related to replacing the evaporator coil with another vendor, previous labor charges spent on the system, the payment for the system's existing issue (for which I have also paid *******), and cost associated with filing this complaint. Current charges are approximately $2616.10.
  
  I am also seeking resolution of my existing labor contract and maintenance plan, which are still in force.

  Business Response

  Date: 05/30/2023

  We would like to first state that we empathize with the
  customers situation and understand the frustration surrounding the events. Air
  Plus did attempt to offer a repair solution at a discounted rate after the
  original diagnosis, however the customer decided to use another provider. To
  our knowledge the agreement between *********** *** (now a dissolved
  organization) and *** **** was simply a transfer of the customer list. *** ****
  did not have knowledge of the In House labor Warranty *********** *** offered
  to their customers for installations. The transaction between the two companies
  was a “handshake” deal and no liabilities were transferred or assumed.
  
  It is also unclear if *********** *** was legally able to
  provide this type of warranty to consumers based on the Statute § 59.1-436. Registration; fees;
  exemptions.
  It shall be unlawful for any extended service contract
  provider to offer, advertise, or execute or cause to be executed by the
  purchaser any extended service contract for a consumer product in this
  Commonwealth unless the obligor at the time of the solicitation, offer,
  advertisement, sale, or execution of a contract has been properly
  registered with the Commissioner.
  Again we
  empathize with the customer for having to work through this situation and bare
  the costs of repairs when it was originally assumed he had a warranty to cover
  these types of issues. 

  Business Response

  Date: 07/26/2023

  We sincerely apologize for any inconvenience caused by the situation at hand, and I would like to provide a more detailed explanation regarding the matter.
  Upon diagnosing the issue with your system, ******* promptly furnished an estimate for the necessary repairs. However, we were informed that you decided to engage the services of an alternate provider to conduct the repairs instead. Subsequently, we were approached to cover all expenses associated with the repair performed by the other service provider.
  We must clarify that ******* does not have any existing agreement in place with this particular company, nor did we assume liability for any warranties offered by them. Nevertheless, even if such an arrangement were in effect, the decision to engage an alternative service provider may have resulted in voiding any associated warranties, as per industry norms and standard practices.
  Please understand that our primary concern is to provide the best possible service to our valued customers, and we genuinely regret any misunderstanding or dissatisfaction arising from this situation. However, as the repair was conducted by a third party outside of our authorized network, we are unable to assume responsibility for the costs incurred.
  We deeply value your patronage and the trust you have placed in *******, and we remain committed to resolving any issues that may arise in a fair and equitable manner. Should you require any further clarification or assistance, please do not hesitate to contact us directly.
  Once again, please accept our sincerest apologies for any inconvenience caused, and we hope to have the opportunity to continue serving you in the future.

  Customer Answer

  Date: 08/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is financially advantageous to the business and still leaves the contracts in question in violation:
  

  This business has a contract with me it did not honor and tried to charge me for services that I already paid for.  In fact, I have another maintenance contract with this business for which I have paid you for services that were included in the first.  There is no misunderstanding, but there appears to be an unwillingness to do the right thing.  I have paid and double paid for services.  A genuinely honest company would not be making excuses and asking me to contact them as I have done repeatedly, but would be reaching out to make amends and offering to financially remedy the situation for the customer.  Saying it will do better next time and apologizing for the mistep on its part is not a contractual remedy for its multiple violations.

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