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

  
• 

  Cunningham Associates Heating And Air Conditioning Inc.

  3894 King Dr Douglasville, GA 30135-3124

  
• 

  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

  
• 

  C.M. Mose & Son

  6603 Royal St Pleasant Valley, MO 64068-8711

  

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

• Initial Complaint

  Date:12/16/2022

  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.

  My wife and I are retired seniors living on Social Security and reside in ****************. We have utilized *************** since we first purchased our condo in **** and have spent upwards of $15,000 with FAST during the intervening time. The property was a rental until we retired and moved permanently to ******* in September 2018. During this time, we replaced our **** system in **** and again in 2016 utilizing FAST services. During these occasions we were residing in **** so much of the services provided were while we were in ****. The **** replacement in **** went fine and once this was installed, the technician contacted me in **** and explained that once the final inspection is completed by the county that they will then register the new system: which they did. The circumstances were similar for the 2016 installation where we were again informed that the registration would be completed. We thought nothing further of this as they completed this in the past. We are now in need of a blower replacement and when ***************** was contacted for warranty approval, we were informed that the 2016 installed equipment was not registered despite FAST's acknowledgement that it would be completed. As indicated earlier, our only income is Social Security and to now pay a rather large bill for this motor as well as future potential **** concerns such as the need for a new compressor, stretches us financially. Had this been properly registered, we would have had until **** for warranty work. I spoke with FAST, and they indicated that essentially that is my problem and FAST does not register new equipment for consumers. Regardless of their current stance. They have in the past registered the equipment and again indicated in 2016 they would do so as well.

  Business Response

  Date: 01/03/2023

  Called and spoke with the customer and advised him that we will order and cover the cost of the bad blower motor and install it for them.

  Customer Answer

  Date: 01/12/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  While they were helpful and accepted responsibility for not completing the warranty paperwork, ****** agreed to cover the blower motor which was most appreciated. There was no discussion on future repairs that would have been covered had they completed the paperwork for the warranty in 2016. Hopefully that will be forthcoming. The blower motor is on order and would prefer to keep this complaint active until the motor is installed and future warranty concerns are acknowledged,

• Initial Complaint

  Date:12/06/2022

  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.

  We requested Dial Plumbing repair a leaking seal at one of the three attach bolts that secure the water tank to the toilet's base. The initial service was performed and paid in full, by credit card, on the 22nd of November 2022. After a series of repair attempts, the problem has not been corrected as of this filing and ****'s management has been unresponsive to our follow up requests. During the process we have encountered: (1) ****************** (2) Attempted Fraud, and (3) a Lack of Management Concern.

  Business Response

  Date: 12/13/2022

  We have spoken to this customer regarding their concerns on multiple occasions. The gasket that was installed was defective, resulting in intermittent leaking. We assigned a tech to return to the customer's home and repair it. On 12/9 we completed the repair, and the issue has been resolved.

  Customer Answer

  Date: 12/16/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

• Initial Complaint

  Date:12/05/2022

  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.

  I purchased a Lennox Air Conditioner on Labor Day weekend of September of 2022. After two and-a-half months the unit stopped working and sounded like a bomb was about to explode. They could not come out to my property for 5 days, after giving them close to $7,000 for my unit. I had to replace it with a different company, only to find out that the unit that was installed by Advanced Air was not the right size for my home, 1,300 square feet under air.
  I was also informed there was the wrong filter installed and it should have been a Lennox filter. The unit lacked no UV light, mold on the inside of the unit, no surge protector. They moved the unit from the backyard to the side of the house with the copper coil not long enough. The unit was installed with not enough freon.
  If the unit needs to be inspected they may do so with an appointment. The new company is holding the new unit.
  Other neighbors have told me they have had issues with this company and would never use them.

  Business Response

  Date: 12/15/2022

  We were extremely busy in October and November due to the two hurricanes that hit our area. Our wait times did get out to 4-5 days before we could get to some customers. In this case, we regret that we could not get to Mrs. ********* quicker. She called us on 11/26 and we unable to get her on our schedule until 11/30. On 11/30 she canceled her appointment. We are a Lennox dealer not an HVAC manufacturer. Mrs. ********* bought Lennox equipment from us with a Lennox warranty. Lennox is ultimately responsible for equipment breakdowns but works through local dealers like Advanced to complete the process. If Mrs. ********* couldn't wait for us she should have called another Lennox dealer knowing her unit was under warranty. Lennox would have provided a brand-new unit free of charge, not a refund. It seems that this other company took advantage of Mrs. *********. Any reputable company would have either processed a warranty claim for the part that went bad or instructed Mrs. ********* to call a Lennox dealer knowing Lennox would stand behind their equipment. This is standard behavior in the HVAC industry. Unfortunately, since the unit was removed, we are unable to process any type of warranty or refund.

  Business Response

  Date: 02/20/2023

  We have sent a check to Ms. ********* and will be following up via phone to make sure she has recieved it and answer any questions she has. 

  Customer Answer

  Date: 02/21/2023

  
  
  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:11/30/2022

  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.

  ******'s plumbing replaced the cast iron pipes in my house on 10/22. They dug a tunnel below the house and haven't come back to finish the job.I have contacted them 6 times and every time they tell me they are going to call me back and never do.The access to the tunnel under the house was left opened in the front yard and is dangerous and a liability for my children. I have paid for the entire job and want them to finish it.

  Business Response

  Date: 12/08/2022

  We have been in contact with this customer and have addressed his concerns. We have agreed to repair his lawn with sod, and will be completing the rest of his job on 12/10/22. We apologized to the customer for the poor communication and customer service he received and for any frustration we may have caused.
  

  Customer Answer

  Date: 12/11/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was contacted by the new General Manager and was told that the job was going to be completed by December 10, 2022. They were supposed to backfill the tunnel underneath the house and then remove the toilet and connect it to the *********. Today it's 12/11/22 and the job has not been completed. The company did come to backfill the tunnel abut left the old cast iron pipes, the plastic that was covering the dirt and the usused dirt. It is unnaceptable the lack of communication between their team and lack of professionalism.
  See Attachment/File: ******* plumbing.jpg

  Customer Answer

  Date: 12/12/2022

  ***Document Attached***
  on the signed contract and quote, they said they were gonna replace the underground waste water removal system/main trunk and secondary line, including the closet ****** toilet. This morning a plumber came to my house to "Reset the toilet" and when he removed it I realized that the secondary line that connects the main pipe to the toilet was not replaced and it was still a cast iron pipe. The Closet ****** at toilet was also not replaced.
  
  This company is dishonest, and if it wasnt because I asked the plumber twice to remove the toilet and let me look at the pipes, I would have never know that they did not replace it, something that I paid for. Also in the signed estimate, they charged me for a duel sweep clean outs and they only installed one.
  
  I have requested my money back, so I can pay an honest company to come and fix all what they have left incomplete.
  
  Attached is a picture of the secondary line that connects the toilet (after they said it was replaced with PVC) and a picture of the single clean out system (instead of the dual).
  
  
  See Attachment/File: ******* plumbing

  Business Response

  Date: 01/20/2023

  Our Plumbing Manager has been in contact with **************** and we have decided to refund his account. We apologize for any frustration we may have caused regarding the service we provided and are happy to have come to a resolution with this customer. 

• Initial Complaint

  Date:11/29/2022

  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.

  Air conditioning unit purchased for my elderly parents in September 7 2012 from Advanced Air and Heat, also purchased the 10 year extended warranty. ****** also had a 10 year limited warranty on the unit. A few years ago I had called Advanced Air with a concern that unit rarely turned off. I was told " this Is ******* , you have to expect that". I did not know any better and left it at that. July 13 2022 the air conditioner stopped working. When the technician came to the home he realized that there was no duct work attached to the cold air return. He told my mother and sister that there was no duct work there and he installed the appropriate duct work. My mother reported that when she had changed the air filter for the past 10 years she had always been able to see the ground under the home. week the unit was installed, there was The technician told mother that 2 motors had burned out. He replaced them and charged her over $1,300.00. When I was informed of this I went to Advanced Air to discuss the fact that the duct work had not been installed and most likely was the cause of the unit over working thus burning out. They denied any wrongdoing and said they had pictures from the inspector that the duct work had been installed. I was present ***** inspector. In the 10 years that the unit was in the home none of the technicians identified, or even removed the filter, the lack of duct work. ***** at Advanced Air informed me that $2,000 of maintenance had been provided over the past 10 years. I have requested the pictures from the inspector and all maintenance records/bills. Advanced Air will not communicated with me or provide the items I have requested to confirm services provided. The technician that had came stated he used to work for Advanced Air but had to leave due the unethical practices since the company had gone national.If they have billed my elderly parents for approximately $3,000 how many other elderly people are they taking advantage of?

  Business Response

  Date: 01/01/2023

  We are in receipt of a complaint that is directed to Advanced Air and Heat, ***************************************************************. We received the letter under the name of my husband, *******************. The business was sold 10 years ago and should be directed to the ******************* address. The only e-mail that I have is for the manager, *****************************: ***********************
  The best of luck to you. *********************

• Initial Complaint

  Date:10/04/2022

  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.

  July 27 2022 Had Pro Plumbing which was bought out by Southern HVAC in June of 2022. to come out and give me an estimate to replace the duct work under my house. Estimate of $6000. given and they ask for $3000. down which I gave them that day. Called my son and told him what I had done and he said I should call and cancel because he felt the price was too high and we should get other estimates. I called within 2 hours to cancel and was told no problem and a check would be issued for the refund. That was on July 27 2022. Each time I've contacted the local office I've gotten a different story as to why my money
  has not been returned. I'm a 73
  year old senior citizen on a fixed income. I do not have that kind of money to give away.
  

  Business Response

  Date: 11/02/2022

  Business Response /* (1000, 5, 2022/10/10) */
  The refund was processed and sent, it was returned to sender to which we then sent it to the PO Box provided by the customer. We have confirmed it is in transit to that PO Box.
  
  
  Consumer Response /* (2000, 7, 2022/10/14) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Money was refunded and that's all I ask for.

• Initial Complaint

  Date:09/19/2022

  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.

  On May 27th, 2022, Mission Plumbing Heating & Cooling (MPHC) installed a new Lennox 5-ton air conditioner unit and air handler in my home. It cost $12,003.00. The install went fine, but there were a few issues. Notably, I had deep scratches in my hardwood floors, most likely from hauling the air handler up to the attic.
  
  A technician came out the next day and took pictures of the floor damage. He said a service manager would follow-up with me.
  
  On June 2nd, I noticed water coming out of the air handler drain pipes. I was concerned so I called MPHC again. The next day, I talked to Chad Meyer who assured me the draining was "normal." He also told me that I would be hearing from a company called Frontier Restoration in regard to my damaged floors. For over a month, I did not hear anything from MPHC or Frontier Restoration.
  
  On July 7th, I noticed water running down my walls and ceiling upstairs. The water was located right under where the air handler was installed.
  
  On July 8th, a technician came out and determined the insulation in the air handler had failed, causing a leak and massive condensation. He also said the installers should have replaced my drain pan when they put in the new air handler. I was supposed to get a call from MPHC about getting my walls / ceilings / drain pan fixed. But I never got called. I had to call MPHC repeatedly to get help.
  
  Finally, on July 27th, Chad M**** and Mark (general manager) came to my house to assess the situation. They agreed to install a new drain pan. Mark offered me "a couple thousand" dollars to let me fix the walls / ceilings myself. I told him I had to think about it.
  
  On August 11th, MPHC installed a new drain pan. One of the techs stepped on a can light in the attic, damaging my ceiling further.
  
  For the past month, I have called MPHC every week about compensation for the damages. My calls have been ignored. Please see the uploaded documents for more details. I want to be compensated for the damage to my home.
  

  Business Response

  Date: 10/20/2022

  Business Response /* (1000, 5, 2022/09/22) */
  Thank you for bringing this to our attention. We have been in communication with the customer, prior to this complaint. On September 19th, 2022, the customer accepted compensation from Mission as a resolution for the issues referred to. A check was sent by ***** to the customer on September 21, 2022. We value our customers and their feedback regarding our service at Mission Plumbing, Heating and Cooling and we recognize that not all interactions will be perfect. When that occurs we strive to do everything we can to take care of our customers.
  
  
  Consumer Response /* (2000, 7, 2022/09/26) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  I received the check and now consider the issue resolved.
  
  I do want to make it clear that this complaint was filed before a resolution was agreed upon. On September 14th, I left a voicemail with the service manager and made it clear that if I did not hear from Mission by the end of the week, I would be seeking alternative resolutions. Since I did not hear from anyone, I filed a complaint with the BBB on Monday morning, September 19th. A few hours later, I finally heard from Mission and we agreed upon a resolution.
  
  I want to thank the service technicians at Mission. They were extremely knowledgeable and empathetic toward my issues. However, I believe management really dropped the ball. A customer should not have to constantly call a company to seek a resolution. A simple phone call would have solved this problem.
  
  In the end, I am satisfied with the resolution. Thank you for making things right.

• Initial Complaint

  Date:09/01/2022

  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 want to return new AC I bought with US heating&air conditioning, https://www.callushac.com/. I bought AC from them and they came on the second day to install. I ordered Lennox CBA 25 3.0 ton handler and installer brought 3.5 CBA 38 and I called the salesman Adam he said CBA 38 is more money and he can give us the same price but I did not get notice they just showed up with wrong item. It took them 10 hours to install new AC, 2 installer came at 9am and at 6pm AC still not running so they have to get technician to come almost 9pm to fix wires and finally it was running. On the second day, it is still not cooling we called them back they got technician came did not find anything wrong. And day after ac is leaking water, we called them again and it was same technician he said vacuum the drain hose and I told him it is still not cold, we turned it on 71, it feel like 79 degree. He said he was the way it is. A few days later I found out there is a gap between duct and ac handler and installer make several damages on my wall also. I called office spoke with Kyle to get return refund, but he said once it was installed they cannot do refund back. I told them I dont trust them anymore. It was new AC, we already called them 3 times to fix and if we did not find the gap they just gonna ignore the problem and could not find why ac is not cooling enough, I told him I just want them to take it out and give me full refund, he said he cannot go take it and he refused to do refund, said it is not on contract. It was on the proposal with 1 year satisfaction and with new AC if there is no full refund, do they expect people buy them and even there is problem or if they dont like cannot return it get full refund back? I did not ask for money of damaged of my wall and all the usage of my electricity bill, I just want to return ac unit and get my money back!
  

  Business Response

  Date: 10/28/2022

  Business Response /* (1000, 5, 2022/09/08) */
  We are in communication with the customer and are granting their request.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I've been waiting for the company response for a week now! They said they will fix my damage and pay my utility bill! I already sent them the bill and they didn't do anything! I'm been waiting for a week!
  
  
  Business Response /* (4000, 11, 2022/10/03) */
  We are granting the customer's request and we are scheduled to pull out her unit on Friday October 7, 2022. We already coordinated with the customer and will provide a refund after everything is completed.

• Initial Complaint

  Date:08/31/2022

  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.

  10 months ago my client was under contract to purchase a home in SW Austin. Upon inspection it was determined there was an issue with the HVAC system. ******'s was called out to diagnose and determined it was a simple fix, supposedly repaired it, and we moved forward. While completing our final walk-through, I went into the attic to confirm the repairs were made and noticed the pan full of water. Sellers then called ******'s back out. They determined the coil needed to be replaced. Upon replacement, my clients and I closed the transaction. Fast forward to June 2022, HVAC system stops cooling and the ceiling is damaged from leaking water. I advise my client this system is under warranty so she calls ******'s to come back out. They state this is not a warranty claim as it's the fault of the owner for not changing her filters. I let her know this absolutely not the case and instructed her to call a 3rd party plumber to inspect. 3rd party plumber comes out and determines due to improper install failure to support/brace the coil, it had separated at the joints thus causing the leaking, water damage to the drywall, and failure system to properly function. After providing the report to ******'s they send a tech out who makes the repairs and the system starts cooling. They say they will work with management to schedule a carpenter to come out and repair the damaged drywall. No one ever reaches out on behalf of ******'s, and despite repeated calls from my client and I requesting they complete the repairs, they never return a single phone call. This has now been ongoing for nearly 2 months... My client and I call several times each week, and on each call we are assured someone will call and this will eventually me made right; no one does. I have spoken directly with the customer service manager Ariel (Monday 8/1). She said she would call me back. Guess what? She never did. I've been told I would hear from the HVAC Manager, Balde. Guess what? Never did. Please help.
  

  Business Response

  Date: 09/26/2022

  Business Response /* (1000, 5, 2022/09/08) */
  Customer called us out on 9/9/2021 for a leaking drain pan, the technician on site said the coil had a broken pan and water was coming out of the opposite corner of drain line, coil was replaced on 9/13/2021.
  Customer called us back out on 5/23/2022 with a complaint of her hvac system leaking through the ceiling, that time the leaking was caused by the AC filters not being changed.
  We had been onsite multiple times after the visit on 5/23/2022 and each time we went out ***** expected for the service technician to repair her drywall. The technician explained we do not repair or work on drywall, and that someone else would need to take care of that.
  
  Balde spoke with ***** and ****** (Realtor) who called in and he explained that we would need to send out a carpenter to repair the drywall. We tried sending one of the contractors we usually use for drywall repairs, we were in contact with him via text and would tell us he was going out or had been in out but he never made it out.
  
  ****** who is the realtor that help ***** purchase the home called in to our office and was very rude and said that we were trying to steal money from this elderly lady but since the coil replacement we had not charged her for going out to her property numerous times.
  
  ****** threaten my office staff with lawsuits and claimed we were not a professional office and would make comments like "You guys are looking really bad right now, you're gonna have to do something to make this right fast or it's gonna get ugly."
  
  Upon speaking with him the last time I assured him that I was working to find another Carpenter to go out the very next day to take a look and potentially get the repair done. He let me know that he would believe it when he see's it and that I was in the wrong field of work. I continued to try and keep the call professional and get him the answers I could.
  
  On 8/10/2022 we had the carpenter on site to fix the drywall and make sure the customer was happy with the outcome.
  
  
  Consumer Response /* (3000, 7, 2022/09/12) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This issue has since been resolved, however, the response posted by the business is not at all consistent with the truth. They neglected to mention all the times both I and ***** called and were promised calls back that were never returned. I did say if they could not make it right, additional steps would be taken, however, a lawsuit was never mentioned. The additional steps I was referring to were leaving reviews, contacting BBB, etc. Also, this business is confusiing being assertive with being rude. Without question, I did dial up the intensity a bit over the course of our last few calls, however, up to that point nothing had been done to address their myriad mistakes.
  
  The bottom line is the company made mistake after mistake and we had to hold their feet to the fire in order to get them to address it.

• Initial Complaint

  Date:08/29/2022

  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 am really disappointed with US heating&air conditioning, https://www.callushac.com/. I bought AC from them and they came on the second day to install. I ordered Lennox CBA 25 3.0 ton handler and installer brought 3.5 CBA 38 and I called the salesman Adam he said CBA 38 is more money and he can give us the same price but I did not get notice they just showed up with wrong item. It took them 10 hours to install new AC, 2 installer came at 9am and at 6pm AC still not running so they have to get technician to come almost 9pm to fix wires and finally it was running. On the second day, it is still not cooling we called them back they got technician came did not find anything wrong. And day after ac is leaking water, we called them again and it was same technician he said vacuum the drain hose and I told him it is still not cold, we turned it on 71, it feel like 79 degree. He said he was the way it is. A few days later I found out there is a gap between duct and ac handler and installer make several damages on my wall also. I called office spoke with Kyle to get return refund, but he said once it was installed they cannot do refund back. I told them I dont trust them anymore. It was new AC, we already called them 3 times to fix and if we did not find the gap they just gonna ignore the problem and could not find why ac is not cooling enough, I told him I just want them to take it out and give me full refund, he said he cannot go take it and he refused to do refund, said it is not on contract. It was on the proposal with 1 year satifaction and with new AC if there is no full refund, do they expect people buy them and even there is problem or if they dont like cannot return it get full refund back? What kind of company is that? They lied about the installation and tried to take money away?
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/08/31) */
  We called the customer several times and left voice messages but haven't been able to get in contact with them. We recently called the customer yesterday 8/30/2022 and will continue trying to get in contact. We are trying to reach out so we can make sure we are meeting all their expectations and accommodate to their request.
  
  
  Consumer Response /* (3000, 7, 2022/09/04) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  They want me to sign Release of Liability ("Release") Hold Harmless & General Release Form. Which means if they damage my property when they removing the AC they are not responsible for that. They already damaged my property, I told them I don't want them to pay for that as long as they can come to remove AC and give me refund back but now they are asking to sign waiver. I don't accept that and I want compensation for my losses
  
  
  Business Response /* (4000, 9, 2022/09/08) */
  We informed the customer that we could send a company to repair any damages. We are in communications with the customer to remove the equipment.