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

  
• 

  Assured Comfort Heating & Air, Inc.

  3894 King Dr Douglasville, GA 30135-3124

• 

  AirNow Home Services

  3481 Main St Millbrook, AL 36054-3216

  
• 

  Plumbing & Air Service Company

  136 Macy Station Dr Kernersville, NC 27284-0042

  
• 

  Five Star Plumbing Heating Cooling Electric

  3385 Brushy Creek Rd Greer, SC 29650-1093

  

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:05/11/2023

  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.

  Contracted with ****** *** heating and air in January of 2022 for upstairs split system replacement. New Lennox pump/handler and duct work installed. Started noticing it was having trouble keeping up during the late July/august heat. Called and had techs come out 3 times between end of august and October and diagnosed as not replacing filters, low on Freon, and then a “micro coil leak” which tech could only get the detector to go off one time and couldn’t locate it again but “that’s the problem”.
  Ordered new air handler which was back ordered. Brian with ****** *** called back after I stated that wasn’t my problem they need to provide a prompt fix or a refund per their contract. He then stated “ we don’t do refunds”. I advised him to read his company’s BBB reviews and it happens all the time. He then agreed to upgrade the air handler to one in stock and replace. This was done in November 2022. Once temperatures rose this spring same issues. Will start cold then blow warm. Tech came out 4/26/23. After looking at outside unit without removing anything he recognized that system was wired at install in 2022 for a 2 stage compressor and only 1 stage compressor installed. Contacted the office and after looking at original contract it was determined they didn’t know what should have been installed because the type of compressor wasn’t listed on the contract. Tech unconnected black wires on all units to “disengage the second stage” on the units and thermostat. Now unit can’t keep up below 75. Called and scheduled appt on 5/5/23 for 5/10/22 for 2pm-5pm. Notified at 4:35pm of a 45 min ETA after calling at 3:36pm to confirm/check on appt time.
  At this point I have satisfied the signed contract section 4 parts (i)-wouldnt matter if system was maintained. It was an installation issue they had 4 visits to diagnose,(ii)-they have tried 4 different fixes over 8 months (none which were needed), and (iii). I have requested a full refund and removal of equipment.

  Business Response

  Date: 05/18/2023

  Re: Complaint ID* ******** ***** *******
  
  Mr.
  ******’s HVAC system was installed and commissioned on Jan. 6th, 2022. The installation
  was fully permitted, and passed the electrical and mechanical inspections with
  the local municipality.
  
  Mr.
  ****** did call on 8-24-2022 and said he did not have working AC. The
  technician at the time did find that the drain line was clogged. The tech cleared
  the drain line clog, and suggested that filter changes were done more
  frequently. This visit was covered under our labor warranty and submitted for “no
  charge” in good faith.
  A subsequent visit on
  Sept. 12th of 2022 determined that the unit was 1.5 lbs. low on charge, The
  tech recharged the unit and requested a manager to review the account given the
  age, and the probability of a leak. A replacement coil was requested from
  Lennox, but the coil was found to be on an indefinite back order from Lennox, and
  a note was put on the account for “low charge”.
  
   The customer did call again in November and by
  that time the refrigerant levels became low enough again that the customer was
  experiencing performance problems. At this time, Yellow Dot checked again on
  the coil’s availability, and elected to purchase and upgrade Mr. ******’s entire
  air handler from a ******** air handler to Lennox’s most expensive variable
  speed air handler, a ********. This unit was installed at no cost in
  consideration of the original coil’s availability, and the customers over all
  experience to date. This new air handler was also installed and inspected by
  the local municipality and has passed both electrical and mechanical
  inspections. The product was also re-registered for Mr. ******.
  
  The last interaction
  we had with Mr. ****** was that he was requesting a full refund on his 18 month
  old HVAC system. We explained that we just don’t issue refunds like that, and definitely
  not over the phone without seeing what the current issue is. We continued to
  explain that our one-year guarantee was well beyond the current 18 month
  ownership period & that it doesn’t include manufacturer defects and lack of
  maintenance visits.  Nevertheless we
  offered to visit with Mr. ****** & have our general manager, sales manager,
  and a technical field supervisor present to hear his concerns, and revisit the system’s
  performance.
  
  We scheduled with Mr.
  ****** to visit with him on Monday May 15th 2023 from 3-5pm. When we
  were in route, we called Mr. ****** to say we were on our way at 4:06pm on
  Monday May 15th 2023. During the time of our ETA call, our office
  manager left Mr. ****** a message, & shortly afterwards he called back and
  proceeded to cancel the visit.
  At this point Mr. ******
  canceled our last appointment. If he continues to experience any concerns, I
  welcome him to reach me directly at our main office line listed below.  
  
  Respectfully,
  Brian F*******
  General Manager

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

  
  

  Business Response

  Date: 05/24/2023

  Mr. *******

  Given your request to cancel our visit on Monday May 15th 2023, I'm not sure how you would like us to assist? We are more then willing to come out and look at the system, but we cant do anything via the phone. We have tried to call you and reschedule to no aval. Any additional assistance would need to come after a full diagnostic visit so we know what the system issue is. 

  Please let us know when its convenient for us to revisit your home.

   

  Respectfully,

   

  Brian F*******

  Customer Answer

  Date: 05/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  the issue that I have had since august of 2021 was diagnosed and fixed by another technician. There is nothing more I want or need from ****** **** 
  
  
  Sincerely,
  
  
  
  **** ******

• Initial Complaint

  Date:05/01/2023

  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.

  Fast of Florida was to install a stay by Generator at my residence total of $25881.30 being financed by ******* ******* *** *** on 10-04-2022. several calls and contacts have been made to Gabby and Katie of Fast. As of May 01, 2023 only the generator and Gas tank plus part of the wiring. Don't know what the problem is and now Service Finance what's to start collecting payment on job not completed. Just want Fast to complete job.

  Business Response

  Date: 05/18/2023

  We have contact the customer and we will be getting this resolved ASAP. 

  Business Response

  Date: 05/30/2023

  First and foremost, we apologize for any inconvenience or frustration that Mr. ******** has experienced throughout this process. We understand their desire to have the job completed in a timely manner and we sincerely regret any delays encountered. Upon receiving the complaint, we immediately initiated contact with Mr. ******** to discuss the outstanding issues and find a resolution. Our General Manager, Thomas, has been in regular communication with the customer to address their concerns and provide updates on the progress of the installation.

  We understand that Mr. ******** s also facing challenges with ******* ******* *** *** initiating payment collection for a job that has not been fully completed.We understand the frustration this may have caused and are working to get the job completed as soon as possible. Mr. ********s satisfaction is of utmost importance to us, and we are committed to delivering a completed and fully functional standby generator installation. We have scheduled our technicians to resume work at the earliest available date to complete the remaining tasks to bring the project to a satisfactory conclusion.
  We deeply regret any inconvenience caused to Mr. ******** and we appreciate their patience and understanding. Our team will continue to keep them informed throughout the process and address any further concerns they may have.

  Once again, we apologize for the delay and the inconvenience it has caused. We remain dedicated to completing the job to [Customer's Name]'s satisfaction and ensuring a positive resolution to this matter.
  If you have any further questions or require additional information, please do not hesitate to contact us directly. Thank you for your attention to this matter.

  Customer Answer

  Date: 05/30/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I had to call Thomas after he promised to call me back two weeks earlier.  There is no contact with anyone. They don't call or anything.  They still need to update their registration in Bradenton. After that is updated and a permit is requested, it will then take 2 or more weeks for Bradenton to issue it. This company is really bad news. If they completed the, I would then have deal with them for next ten years for service on generator.  Nothing positive about this situation at all. I wish they would call it a day and come and get their equipment that's here at my residence.  I really do. I don't want to do business with them anymore. 
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:04/26/2023

  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 2/29/23 a contract was signed for a new Lennox HVAC system. Contract included a new power disconnect to air conditioner unit outside the house. A full payment for the system paid through third party. Said power disconnect was promised to be bought and installed within week from an installation. Thereafter I have sent several text messages to install said power disconnect to a contract executor named Vincent. Neither it has been installed nor responded in any way as to when to be installed. It's over two months and nothing. Need immediate action and an installation.

  Business Response

  Date: 05/09/2023

  Upon installation of the HVAC equipment we provided the standard disconnect the we provide to all of our customers. The customer requested a specific type of disconnect that was not available at the time of the installation process and was on national backorder this was communicated to the customer. We have since located a disconnect and will be get this installed for the customer in a timely manner.  We have communicated this with the customer and he is satisfied. 

• Initial Complaint

  Date:04/13/2023

  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.

  Purchased a PTAC air conditioning unit for $1851 in December 2021 and it was faulty. We did not use the unit until June of 2022 due to it not being very hot out yet and the fact that it was placed in a Sunroom that was used infrequently. . When we discovered it was not working we called them and they came out and replaced a broken motor fan with another broken motor fan. So it still did now work. Then they said it was a bad bearing and it was not in stock, but it was, at several different vendors and from Amana directly. I ended up buying one from ****. They would not come back out to fix it and eventually ran out the labor portion of the warranty which was for one year. We have tried for almost a year to have them fix it, calling them every week. They hang up on me when I call and refuse to let me speak to a supervisor. They also refused a certified letter from my attorney which stated we wanted it either repaired, replaced or refunded. We have not filed a lawsuit yet. We got absolutely nowhere with this company and ended up hiring a different company that fixed it the very next day, March 30, 2023. The new company reported that the whole unit was damaged and installed incorrectly and that all the parts are, and have been, readily available for a while now. Advanced Air also never registered the warranty with Amana, which the new company did right away.

  Business Response

  Date: 05/01/2023

  Good afternoon,

  We sincerely apologize for any frustration we may have caused and have been in contact with the customer. Unfortunately, we are no longer a ****** ******* Dealer.
  Therefore, we cannot get parts as quickly as we used to. We have agreed to a $200 refund. We would be happy to discuss any further concerns with this customer however at this time it is our understanding that this matter has been resolved. Again, we apologize for any inconvenience. 

• Initial Complaint

  Date:04/11/2023

  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.

  Pro plumbing replaced our HVAC system. We felt like they pushed us into buying a new systemwhen we could've replaced parts on our old system. The workers didn't have masks as we askedthem to. They showed up every time without telling us they were coming. We worked Saturdaythrough Tuesday at that time and were available Wednesday through Thursday. The worker Aleciaat the front office would schedule appointments without telling us. Once we had to turn them awaybecause my husband had a video chat appointment. When they were doing the work their workersput holes in the utility room wall which they swear up and down they didn't do and refuse to fix.They destroyed our mailbox on their way out and I had to call their front office to fix it. An inspectorhas been out 3 times and the work failed all 3 times. The first time it was seen as a continuation soAndy W***** came out to fix the problem. By fixing it he blocked the filter and we couldn't replace thehouse filter so they sent Andy W***** out again to change it. I specifically called their front office andsaid to send a different person to fix the problem. They have sent the same person Andy W***** to fixthe problem again. He was in such a rush he changed the pipe to the original way it was set upwhich didn't pass inspection for the 3rd time. We took out a loan and paid off the loan in a year inorder to replace the HVAC system. The HVAC manager is giving us the run around saying it's theinspectors fault and he shouldn't have to fix it because it's grandfathered in. They are now refusing to send anyone out here to fix the problem until the can get an inspector out here at the same time.I spent $18,000 on an HVAC system that might be putting carbon monoxide into my house. I just want the work they did to meet code.

  Business Response

  Date: 04/18/2023

  We would like to inform you that the necessary corrections resulting from the inspection have been completed. Currently, we are actively working to accommodate the schedule of the inspector in order to facilitate their visit to the premises. Furthermore, we are taking proactive measures by scheduling a technician to be present during the inspection to ensure that all necessary measures are taken for a successful outcome. Thank you for your understanding and patience during this process. We apologize for any inconvenience we may have caused.

  Customer Answer

  Date: 04/19/2023

  
  
  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:04/05/2023

  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.

  I have a warranty for labor and parts for our air conditioner in New Smyrna Beach. On March 2, 2023 we had a technician come out to assess repair. She said we needed a new compressor and our warranty expired in November. They charged me $478 to look at the repair and I was emailed a new compressor quote. When I arrived home I pulled out my warranty to find it actually goes to 11/15/28. I tried to call every day, sometimes twice a day, to have the repair done with warranty. They would not return my phone calls after 10 days. I was forced to have another company repair the unit at a cost of $775 because I had a renter in the unit. Advanced has never returned my phone calls. I have since gone back and found they charged me $910 in November 2020 for a repair on the same unit.

  Business Response

  Date: 05/10/2023

  We sincerley apologize for any inconvenience or frustration we may have caused Mrs. ******. Unfortunately, Mrs.****** had a parts only warranty, not a
  Labor/installation warranty . She was NOT charged for the parts, only labor
  installation. We would be happy to discuss this further with the customer if they would reach out to our office directly, we would be happy to explain the warranty in detail and provide the customer with solutions.

  Customer Answer

  Date: 05/17/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  Unless Advanced is stating that they themselves fall into the "faulty installation or application", we do not site any of the highlighted warranty language to be our issue.  In fact we did have the repair made by another repair company and the A/C is still working.  Labor is also clearly on our warranty.  If our refund is not made, along with the refund of the Ecobee from 2020 that was never installed and repeatedly requested of refund, we will file a claim with the State's Attorney General to deal with this company which clearly will not honor their warranty nor respond to its customers.
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/12/2023

  This is resolved. I sent a task to AR ***** in the amount of 910.00, I did let the customer know that it takes approx. two weeks to receive the check.

  I also sent her a copy of the task for her records. This was her request to resolve this issue. The invoice was from Dec 2020.

• Initial Complaint

  Date:03/20/2023

  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 purchased a new AC unit from Advanced Air on May 6, 2021. This was a Lennox unit that I paid cash for. In the past 18 months, the coil has failed 5 times, needing a replacement. I've been told repeatedly that this is a known issue with this model unit from Lennox and there is nothing they can do. The company suggested I take any concerns to Lennox and ask for a replacement. All 5 times (and currently) the coil has been on backorder. My air was out for 6 days this summer, 5 of which required hotel stays as the house temperature was in the 90s. Advanced Air did not reimburse me for this expense. The coil has now been out of commission since March 10th. I've been told again that it's on backorder and there is no date in sight for a replacement. I have asked for a portable air unit. They have none. I've called every day and asked for a return phone call and have gotten nowhere. No one calls back. I feel helpless. I've asked for the name of the part so that I can order it from another vendor and they haven't given me this information. I did not buy this unit from Lennox, I bought it from Advanced Air, thus I should not have to be the middleman to negotiate with their supplier.

  Business Response

  Date: 05/01/2023

  We apologize for the frustration that this situation has
  caused Mrs. ******** This is never our intention. We are not a manufacturer of
  parts, Lennox is. Therefore, we must rely on Lennox to make the parts available
  to us for install. We will get this part installed as soon as possible. Again, we apologize for any frustration caused and will take care of this as soon as possible.

• Initial Complaint

  Date:02/23/2023

  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.

  At our old address, Five Star replaced our heating/AC system, and we were thrilled with this company. When we bought the new house, we contacted them for the maintenance agreement, even though they had not installed this system. At first, things went well. We requested a particular quote, and we felt the quote was high. A couple days later, a rep called to ask about the quote, and our plans. We told the rep we felt the quote was excessive, and he said he would follow up with us, since we were previous customers. After not hearing from him for several days, we learned that he was no longer with Five Star. However, we were assured that someone else would be in touch to follow up on our concerns. No one has ever contacted us to follow up. We were called for the maintenance renewal, and we expressed our concerns that we were being ignored regarding the quote. We were promised that someone would contact us immediately, but no one ever has. As a result, we did not renew the maintenance agreement. We are deeply disappointed that Five Star seems to have deteriorated so badly. As of now, we have no desire to do business with them, because they don't follow through with what they promise.

  Business Response

  Date: 02/24/2023

  Good morning,

  We are very sorry to read this and after investigating we found some errors occurred within our operations and have addressed these with the individuals and corrective action has been taken 

  If the customer is willing I am more than happy to reach out to this customer in person to correct the situation OR please have them reach out to me directly at my cell phone ************ or by email ************************, I am the General Manager and would appreciate the opportunity to correct the service they received 

  Thank you for bringing this to our attention and please let me know if you have any other questions or concerns at this time and how the customer would like to proceed

   

  Ingrid V*******

  General Manager 

  Cell ************

• Initial Complaint

  Date:01/08/2023

  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.

  in mid August of 2022 US Heating & Air was contracted to install two new 3 ton package units, all new flex duct, equipment pads and thermostats at my residence in Geneva Florida, the units were installed and failed to function as designed. Within the first 28 day after install we called in over 20 request for service, during that same period US Heating & Air performed 11 service calls,
  On September 23rd 2022 in phone conversation with the operation manager Kyle Lamoreaux US Heating & Air was directed to remove all HVAC equipment from our property, Kyle Lamoreaux agreed, release of liability was signed on September 23 2022.
  58 days elapsed with not one single communication from US Heating & Air , on November 28th 2022 i emailed US Heating & Air stating that i have not heard anything from the firm and that i wanted the HVAC component removed from the property ASAP.
  additional emails and phone conversation yielded a commitment to remove the equipment on Monday January 9th 2023 between the hours of 0800-1000. On Friday January 6th 2023 i received a phone call from the general manager stating that they would not be picking up the equipment and he requested additional time to review the situation. i have agreed to allow the general manager until January 18th 2023 to review the files and to get back in touch with me on that date.
  on January 6th 2023 i received formal notification that Service Finance had funded the loan and that US Heating & Air had reported that the install was complete in all aspects. This is an absolutely fraudulent statement.
  I hired another contractor who also found the install of the units and duct work to be substandard, unprofessional and well outside the industry standard. Due to the undersized duct work the units ran nonstop, created humidity level within the home of 80%, supports of the duct work was not made to the floor joist or any other solid structure, they were made only to the under floor insulation which caused the underfloor insulation to be pulled out of position and to the ground. an attempted was made to break out a portion of the structural supporting stem wall which could have caused major structural damage to my home.

  Business Response

  Date: 01/23/2023

  We sincerely apologize for the
  frustration and inconvenience we caused to Mr. *****. Our General Manager has been in contact with the customer
  directly and as of today 1/23/23, we have removed the equipment from Mr. ******s
  residence as requested. We have also canceled the Service Finance loan. Please
  let us know if you have any further questions, and again we deeply apologize
  for the negative experience of Mr. Bruno and any inconvenience caused. We are
  happy to have provided and come to a resolution with this customer regarding
  their complaint. 

  Customer Answer

  Date: 01/25/2023

   
  
  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:12/18/2022

  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 contracted a $35,000 ($15,000 down payment) job to include a new ** unit, duct work, insulation and whole house rewire. The electricians caused damage to my new roof (installed June 2022), floors were scratched and baseboard was damaged (installed July 2022) Holes in the front of my house due to improper installation of exterior outlets and were filled with white caulk on a brown house. Sales rep attempted to scam me out of $2500 for outlet and switch covers included with the job. I have a text message as proof. They never closed the storm door and damage was so extensive I had to remove the door. They damaged both of my fence gates and cut a hole to accommodate the improper installation of the outlets in the back of the house. They cut a hole in my wooden room divider and the hole has not been repaired. Damage to exhaust fans in kitchen and bathroom, bathroom fan was replaced but is now filled with insulation and makes a horrible noise.. No part of the electrical job was done right the first time, everything had to be done twice. The permit specialist argued with me that the house had been inspected by the county a month prior to the time the work was completed. I had to do the research and direct her what to do in order to get the final inspection from the county. I have had 21 conversations with **** (Ops Mgr) to resolve all the ongoing problems. The ** unit makes a noise and the supervisor said the solution was to remove the filter and stuff it in the door. There has been no offer of repairing all the damage done by their employees or a partial refund for all the problems they caused and the time it took to do the job properly. I found everyone I came in contact with both in person and by phone to be unprofessional and incompetent. I have a 2 year service contract on the ** but have serious concerns that they are competent enough to diagnose and repair issues with the unit as they still have not addressed the issue and attempted to correct it properly.

  Business Response

  Date: 12/19/2022

  Hi ******,
  
  We are sorry to hear about your experience with one of our business units. So we can provide an accurate response and resolution, we would like to know which one of our business units you received service from. Once we have that information, we will be in touch with the team there and provide a better response addressing your concerns. Thank you.

  Customer Answer

  Date: 12/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In response to the company's request:
  The complaint I submitted was against ****************** Heating and Air Conditioning, *****************************************************

  Business Response

  Date: 12/21/2022

  We have been in contact with the customer and as of 12/21/22 all electrical corrections have been completed. In addition to the electrical corrections, our team has repaired the drywall, our HVAC technician made corrections to the air conditioning unit, and it has passed final inspection. We are currently in discussion with the customer regarding the flooring and the customer will be providing us with a quote for the repairs. We are happy to discuss any additional concerns or answer any questions with this customer regarding their service and deeply apologize for any *************************** our team has caused.

  Customer Answer

  Date: 12/29/2022

  ***Document Attached***
  
  See Attachment/File: ***** Complaints.pdf

  Customer Answer

  Date: 12/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The response provided by ***** is a perfect example of the incompetence and unprofessionalism that I have dealt with through this entire ordeal. The response did not address anything in my complaint, perhaps they have mine confused with some other complaint. This company had my home and my life in complete turmoil for the 3 MONTHS it took for the project to be completed. They are still complicating my life by refusing to acknowledge and take responsibility for their actions. at the first thing I see when I come home is the damage they did to the front of my home. The issue with the ** unit that I complained of in September has NOT been resolved. This was discussed with **** the last time he sent ****** to my home. The damage to my home goes far beyond just my floors and baseboard. The front of my house no longer has a storm door due to their employees never closing it and allowing it to swing in the wind all day; the door was warped and the hinges were broken. The front of the house looks like it was shot with a shotgun and repaired with bubble gum and the caulking looks like it was applied by a toddler. These and numerous other damages are a direct result of the disrespect their employees had for me and my property as well as their inability to complete a job properly the first time. I am attaching a very detailed account with specific names of the people involved. This will also include the day I witnessed ***** sitting in his truck for over 4 hours in front of my home, never did any work, just walked through the house with ***** (once he arrived) trying to determine how to work with the concrete walls in my home. The response also indicated they are in communication with me which is a total fabrication. The last contact I had with anyone from ***** was with *************************** at ************ on November **. This was phone conversation #** I had with **** between September 14th and November **st addressing the concerns I had with his employees and the damage they were continuing to cause to my property. He asked me if I had submitted a complaint to *********************** about my damages. I confirmed the complaint and asked how ***** intended to make right on all the damage they had done to my home and the horrible treatment I received from their employees. He said that he could not make those decisions and would get back with me, but of course he has not. There has never been a request from ***** for me to provide any documentation as noted in the response. ***** has not responded to the prior complaint as of today. The response referred to drywall repair which has nothing to do with this complaint; the drywall repair was included in the contract. I would appreciate this complaint be escalated to someone who has the desire and ability to resolve this issue in a businesslike and professional manner. They may contact me via email. Perhaps an executive from Southern HV** Corp. would be better qualified to address this complaint. Thank you for your time.

  Business Response

  Date: 01/09/2023

  On 01/08/23 our General Manager and Operations Manager visited the customer's residence to speak with the customer directly and find solutions as well as address the customer's concerns. We have agreed to send an **** technician to take care of the **** concerns mentioned, and the customer has agreed to find a subcontractor to take care of the cosmetic repairs they noted and will send us the quote. We will follow up with the customer after we receive the quote to make sure everything has been resolved.

  Customer Answer

  Date: 01/15/2023

   
  Complaint: 18805029
  
  I am rejecting this response because: The visit to my home on 1/8/23 by *************************** and *************************** was a farce. I was greeted by ******* with disrespect and a dismissive attitude. I advised thay my son would be recording the visit and they were welcome to record as well. As I began showing and describing the damages their techs caused to my property, ******* was ignoring me, talking to my son or **** and not addressing my concerns at all. He clearly was not interested in the damages but had his own agenda for the visit. When I showed him where I used to have door, but his crew ruined it, I attempted to show him a picture, but his response was to turn his back on me and address  **** to ask if he remembered a door ever being there. **** seems to be suffering from amnesia as he was unable to recall any concerns I previously brought to his attention or that he witnessed when he was at my home in September. At this point, my son confronted ******* about the way he was disrespecting me in my home, (this is where **** stopped their video)  that I was trying to point out the damages and he chose to question ****, not me, about the validity of the damage. My son told ******* if that was how he chose to behave he could leave the property and not waste any more of our time. We continued the tour of damages and things continued to go downhill, the more I pointed out to him, the more he unconcerned he became. In the end, there was no resolution, only them putting everything back on me. They have requested quotes from a general contractor for the repairs and thus far I have had no return phone calls in an attempt to get the estimates. I refuse to settle for just anyone to complete the repairs and feel pressured to do so. I wish to conclude this horrible experience as soon as possible. ******* was unable to provide me with a dollar amount to settle this complaint so at this time I would like to escalate the complaint to ********* superior who has the ability to do so. The only positive to come out of this complaint is that ******* (AC Tech) came to my house (at my request) and after spending several hours was able to diagnose the cause of the noise and made the necessary repairs. ******* should be commended for his diligence and the desire to do the right thing! So many others could learn from his example.
  My experience with this management team is that they have no sense of urgency to do the right thing in this case. They are full of words but have no action behind them.
  Sincerely,
  
  ***********************