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:04/09/2025

  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 hired this company to do some repairs at my home. The initial amount that I paid was $550+tax for "diagnostics" on February 16, 2025. I was told that any amount that I paid for the initial diagnostic would be credited to any subsequent escalations of the repairs needed. The repairs needed were much more extensive than originally thought and were completed on February 19, 2025. I paid this company $2,933.00 on Feb 16, 2025 and another $6101.73 at the completion of the project, on Feb 19, 2025. Since that time I have been TRYING to receive the refund of the credited amount that I was promised. I have made 9 calls to the company but the office manager (****) has failed to return my call and refuses to speak to me. Every time I call, I am told her is "in a meeting" i have been told 4 times that a "credit" has been issued to my credit card & that I need to wait for the banking system. I waiting 7-14 days each time and have never seen the credit (even pending) on my account. The company does not dispute that I am sure this credit, and I have been told that it had "processed the refund through accounting" but I still haven't received it, and is been about 50 days that I've been waiting. Please help encourage this company to actually give me the funds that they have promised.

  Business Response

  Date: 04/14/2025

  Thank you for bringing this matter to our attention, and please accept our sincere apologies for the delay and frustration youve experienced.

  
  After reviewing your account, we acknowledge that your refund was not handled correctly during the initial processing, and we deeply regret the inconvenience this has caused. We understand how important it is to resolve these matters promptly, and we take full responsibility for the oversight.

  
  We are pleased to inform you that the issue has since been corrected, and your refund has now been fully processed. You should see the credit reflected on your account shortly, depending on your banks processing times.

  
  We appreciate your patience and sincerely apologize for the repeated delays and lack of communication. If you have any further questions or need additional assistance, please dont hesitate to reach out to us directly. We're committed to making this right and improving our service moving forward.

  Customer Answer

  Date: 04/14/2025

   
  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:04/09/2025

  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.

  M.E. Flow deemed HVAC replacement needed 3/18. Install set for 3/21 (0800). On 3/21, **** called 0947 about flat tire, requested reschedule. Due to leave, work continued with partial crew (full by noon, till 1900). Realized that a filter slot in ductwork as needed at the end of the install; told someone would call to schedule. No call by 3/25, called, told to wait for tech. Called again 3/29, front office to call back (return ticket issued). 3/31 voicemail from Bill for measurements next day. Called back, shared that I was unavailable, gave availability. Rescheduled with Bill for 4/9 (*********) on 4/2. On 4/6, found open, duct-taped ductwork had fallen off. Called M.E. Flow early morning, tech arrived ~1400, confused was told Im not sure why Im here, then fixed duct and measured for filter slot. On 4/9, no contact by 0900, called M.E. Flow, no appointment found. Called ****, left voicemail. **** called back, 4/9 cancelled, rescheduled for 4/10 at 1600.I lack confidence in the integrity of the install due to the failure to notice a filter slot was needed and due to the fact that the duct work fell off within two weeks. The amount of time, attention, and personal leave I have had to take to accomplish this work is unacceptable. I was told by two separate employees that I could leave my house and have technicians come when I am not home. This is also unacceptable. I feel taken advantage because I am a single woman. The only reason why I feel Im getting calls back is because I have told the loan servicer that the work is not complete; therefore, the money has not been disbursed to M.E. Flow for payment.

  Customer Answer

  Date: 04/24/2025

  I am happy to report that M.E. Flow has completed the job. **** was responsive and worked with my schedule to finish installing the **** filter slot. He checked in with me personally and followed up once the job was complete. 

• Initial Complaint

  Date:04/08/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of 2023 I bought a new A/C system for my home from Advance. Shortly after the system was installed, I noticed a wet spot in my dining room that had never been there before the new unit was installed. I over the next 18 months I have called for service visits to resolve the issue, and each time I was told that the issue had been resolved only to have the issue reoccur time and time again. Since it seems that the issue only arises when the air is in use, when the weather begin to change over the las two weeks, I began to use the air to cool the house. Last week I came home to my entire dining room carpet being soaked. I called and scheduled a service call for the issue once again. When the technician walked into my home, he began to tell me what he thought the issue was from the notes he had been given when the job was assigned. He took a look at the affected area around my interior unit and let me know that he needed to see underneath and would need to cut an area of the wall to gain access. He believed the condensate line was the issue. i gave him permission to cut as access point into the wall in my garage. He agreed, made the access point and found the issue. The condensate line had come totally apart and the water was pooling underneath the unit and soaking the wall and floor around the area. He also told me all of the insulation around the unit had been soaked along with the drywall around the area. I examined the area and found the drywall damage. He repaired the condensate line and after 18 months the issue had finally been repaired. I was relieved until I began to noticed the damage and discoloration from being soaked over the past 18 months.

  Customer Answer

  Date: 04/09/2025

  It appears you have the name of the business incorrect.  The business is Advance Air Home Services

  Business Response

  Date: 05/05/2025

  Thank you for taking the time to share your experience. Were truly sorry for the ongoing issues you faced, but were very glad we had the opportunity to speak with you in person and work toward a resolution. Your patience throughout this process means a great deal to us, and we appreciate the chance to make things right.

  If theres anything further you need, please dont hesitate to reach out.

• Initial Complaint

  Date:04/07/2025

  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.

  Had two new ********** installed in July 2021. Paid $12,000 in full, contractor/company never performed the final inspection or closed out the permit. Now I have a broken AC that they refuse to work on or warranty because of said permit. Also was never offered warranty options that wouldve covered the issue.

  Business Response

  Date: 04/24/2025

  Hi *** *****, 

  Thank you for reaching out and sharing your concerns. We understand your frustration and sincerely apologize for the inconvenience you've experienced.

  We want you to know that were happy to continue working with you to resolve the issue with your AC system. In order to move forward with any repairs or warranty-related service, the original permit from the 2021 installation must be properly closed.

  To do this, the final inspection needs to be completed by your local jurisdiction. Since the inspector will require access to the property, this step will need to be scheduled at your convenience. Once the permit is officially closed, we will be able to proceed with the necessary repairs.

  If you need any documentation or support from our team to help coordinate the inspection, please dont hesitate to let us knowwere here to assist in any way we can.

  We appreciate your patience and look forward to getting your system back up and running as soon as possible.

   

• Initial Complaint

  Date:04/01/2025

  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.

  Installed HVAC extension is not functional. Was given an appointment and now it cancelled and without a idea of when it will be completed.********, was unable to give me information on when an appointment could be scheduled, and she would not let me talk to anyone who could.Bottom line is that an appointment given today was cancelled unilaterally and no one can tell me when it will be rescheduled.This is just unacceptable to cancel without notice.

  Business Response

  Date: 04/14/2025

  Thank you for bringing this to our attention, and please accept our sincere apologies for the inconvenience you've experienced.

  
  We understand how frustrating it must have been to have your appointment rescheduled unexpectedly and to not receive a clear timeline at that moment. That is not the level of service we strive to provide, and we're sorry that this left you feeling unheard.

  
  After reviewing your account, our records indicate that our team did return and completed the necessary work following the rescheduling. If there are still any outstanding concerns or if something isnt functioning as expected, we absolutely want to make it right. Please feel free to reach out to our office if you have any additional questions or concerns. 

  
  We appreciate your patience and thank you for allowing us the opportunity to serve you.

• Initial Complaint

  Date:03/29/2025

  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.

  bought top of the line ****** ** from them and 3 short years later it had to be replaced advanced or ****** has not returned my call

  Business Response

  Date: 04/09/2025

  Hi Mr. ************************ you for reaching out and sharing your experience. Were very sorry to hear about the issues you've encountered with your Lennox systemthis is certainly not the experience we aim to provide.

  
  I wanted to let you know that we have made several attempts to connect with you to address your concerns, but unfortunately, we havent received a response. Were eager to assist you and work toward a resolution.
  Please feel free to give us a call at your earliest convenience so we can discuss the next steps and ensure your comfort is restored as quickly as possible.

  
  We truly value your business and appreciate the opportunity to make this right.

  
  

• Initial Complaint

  Date:03/25/2025

  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.

  Valley Heating and Cooling came to home to fix my HVAC system which was good but then asked if I have been willing to buy an extend maintenance warranty plan which might save me some money over time. I assigned for the plan, but they wanted access to my checking account, but I refused and thus my bank started sending them a monthly payment. But they refuse the payment because they wanted access to my account which I will not allow by any company!!!This is MY terms for they can either accept the checks my bank sends them or nothing because I do not need them, but they need my business. They returned my payments which is TOTALLY okay with me. They need to remember that there several **** companies in the ********** AL area whom I can use.I have attached a copy of the checks which they returned as proof of my statement above.

  Business Response

  Date: 03/31/2025

  Dear Mr. *****,
  Thank you for reaching out and sharing your concerns. We appreciate the opportunity to clarify our policy regarding membership payments.

  
  At Valley Heating and Cooling, it is our standard policy to have a card on file for the monthly maintenance plan. Since you were not comfortable providing your card information, we were unable to process payments through our system. For this reason, we refunded your payments and canceled your membership.

  
  We understand your preference for mailing checks, but unfortunately, our system is not set up to accept that form of payment for memberships. We apologize for any frustration this may have caused and appreciate your understanding.

  
  If you ever need HVAC services in the future, we would be happy to assist you. Please dont hesitate to reach out.

  Customer Answer

  Date: 04/01/2025

  This is why I don't allow any creditor to automatically withdraw from my account. Especially now since **** **** and DOGE can use the ******** for anything.

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

• Initial Complaint

  Date:03/21/2025

  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 12/22/24, I called Mission Plumbing Heating and Cooling out to my house because my main sewer line was backed up. The technician was unable to fix the issue and I was charged a "weekend rate", despite advertising on their website stating that there was no weekend surcharge. The next technician recommended a spot repair in my backyard, which I agreed to for $7,400. On 12/24/24, a crew came and excavated the backyard. They said they still couldn't open the line up and weren't sure where the obstruction was. They also said they used a hydrojet to try to open it, which I now believe to be a lie. I spoke to the salesman **** ****** and he said they would need to replace a 10 ft section of the line and it would cost an additional $5,300. I told him I would need to get estimates and he agreed. I called back a couple days later to see if we could negotiate on the price. When I told **** about the additional estimates, he got very angry and defensive. He began speaking in a very rude and condescending tone, saying that I must have been dealing with "fly-by-night companies". He said that he would absolutely not negotiate on the price. It occurred to me to check and see if they had pulled a permit. I called the **************************** and they said that no permit application had been received for my address. When I called MPHC to ask, an employee told me they had one but she couldn't find it. A week later an employee named ***** **** sent me an email claiming that they didn't need one, which is false. Three weeks later, my sewer line started to backup again. I called a different company out and they re-excavated the hole that MPHC dug. They informed me that they found a massive root ball about 2 feet from where MPHC did their spot repair. They removed it and were able to run their camera all the way to the main sewer line. I saw it myself, as did the county inspector. I am therefore seeking a reimbursement for the cost of redoing the spot repair.

  Business Response

  Date: 04/07/2025

  Dear Mr. *************** you for reaching out and sharing your concerns. We appreciate the opportunity to address the situation and clarify the work performed.

  
  Our records indicate that our team did complete the initial spot repair as agreed upon. However, once we excavated, we discovered additional issues further down the line that were preventing full restoration of flow. We provided you with a quote for the necessary additional repairs, but you declined the proposal. Per your decision, we covered the excavation site.

  
  Regarding the permit concern, we follow all local regulations, and our team determined that a permit was not required for the scope of work completed.

  
  We understand that another company later performed additional work and removed a root obstruction further down the line. While we regret that this issue persisted, the obstruction was outside the area of our completed repair. Because the additional repairs we recommended were declined, we are unable to offer a reimbursement.

  
  We strive to provide the best service possible and regret that this experience did not meet your expectations. If you would like to discuss this matter further, please feel free to reach out.

  Customer Answer

  Date: 04/13/2025

   
  Complaint: 23099543
  
  I am rejecting this response because: It doesn't matter if your company "determined that a permit wasn't necessary". I contacted local authorities and they assured me that a permit was necessary. The chief inspector from ************** Wastewater even reached out to your company to inform them that they needed a permit. They told him they would take care of it. He agreed with me that your company should have known better. I still have his number if you don't believe me.

  Regarding the reimbursement that I am requesting, I am trying to avoid litigation in this instance. I don't wish to take this issue to small claims court, but if you refuse to work with me at all then I'm afraid I'll have no choice.

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

  Business Response

  Date: 05/20/2025

  Thank you for your follow-up. We understand your concerns and appreciate the opportunity to speak with you directly. Were glad we were able to connect and reach a resolution, and we remain committed to supporting you and ensuring a positive experience moving forward.

• Initial Complaint

  Date:03/20/2025

  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.

  Customer (******* *******) purchased HVAC system from ***** **** in Nov 2024. Customer paid invoice and 10 year labor warranty in full. On Feb 19, 2025, customer contacted ***** **** due to HVAC system not working. ***** **** HVAC tech arrived at residence, and upon arrival, told customer that he may be charged a "small fee of $49". HVAC tech assessed HVAC system and determined that "unit is working properly". HVAC tech did not complete any repairs to HVAC system. Customer was subsequently charged $537 for "minor repair - level 3", when no repair was necessary or completed. Customer disputed charge to HVAC tech on site and was told he would need to contact **** manager at ***** ****. Customer contacted ***** **** to discuss with manager. Manager, ****, told customer he would "look into it" and return his call. Customer has not received call back from manager or any other ***** **** representative. Customer is disputing charge of $537 on grounds that no repair was deemed necessary or performed, as indicated in attached invoice from Feb 19, 2025.

  Business Response

  Date: 03/26/2025

  Dear Mr. ************************ you for bringing your concerns to our attention. We sincerely apologize for any confusion or frustration caused during the service visit on February 19, 2025. 

  
  After reviewing the situation, we spoke with you directly and agreed to refund $268.50 to your card on file. We apologize that the technician did not fully explain the charge during his visit. We understand how important it is to have clear communication regarding costs, and we will work to improve this in the future.

  
  Additionally, a senior technician will be scheduled to visit your residence to double-check the repair and ensure that everything is in proper working order. We take your concerns seriously and want to ensure that your HVAC system is functioning as expected.

  
  Once again, we apologize for any inconvenience this has caused, and we appreciate your patience as we work to resolve this matter. If you have any further questions or concerns, please dont hesitate to reach out to us.

• Initial Complaint

  Date:03/19/2025

  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.

  To whom this may concern: I called this company to come out and give me a quote on a job. The job was to install the electrical work needed for my shed.. so in the future I can have electricity in there. Dont want to walk in and its dark. Or its hot or cold.. live in *******, self explanatory. Asked how much, they gave me a price. This price includes all permits, labor and materials as long as I got the electrical pole needed for the job. Which was done the next day. Before scheduled service date. I paid half to start the job for the material and etc.,we agreed on a day and time they didnt show up.. I called to find out what happened and they said they need my building permit. Not a problem. it was there on site and available however its needed to proceed. Nobody showed up on day agreed again.. no work was done. I called to find out what was going on and they said they were getting the run around from the county and the electric company. Either way. That is not my problem. I asked for an install of an electrical setup for electric to be supplied to my shed so in the future I can have the city turn on the electric. They said they can do it. They took my money and no work was done. I called again and ask for a refund.. there have not done the job as agreed. I was told yes. 6 to 10 business days. Those days passed. I called back they said my refund was not approved.. but they can come out the following Wednesday the 19th and do the work. I said fine and nobody showed. I need somebody to do something before I have to call my lawyer.. A business say they will do a job. you pay for a business to do a job. they dont do the job and they think they can just keep the money.. that is not good business people need to know about this company bad business and criminal behavior. I work to hard for my money.. it is not easy times right now and people dont need to deal with stuff like this.. I want my money back or do what you said you would do. That is business..

  Business Response

  Date: 03/21/2025

  Dear Renod,

  
  Thank you for reaching out regarding your experience with ***** ****. We understand your frustration and appreciate the opportunity to clarify the situation.

  
  As we discussed, in order to proceed with the electrical installation for your shed, a specific building permit from the city is required. Unfortunately, Clay County will not issue us the necessary permit to install electrical service on your property. While you mentioned having a permit, we have not received documentation proving that it covers the electrical work needed. The permit that came with your shed pertains to its installation, not to converting it into a powered structure.

  
  Since we were unable to move forward with the project due to these permitting restrictions, we issued a full refund of your down payment, which is being processed through our corporate office. We regret any miscommunication regarding scheduling, but as we informed you, we cannot proceed without the proper permits in place.

  
  We understand that this is a frustrating situation, and we sincerely apologize for any inconvenience. If you are able to secure the correct permit, we would be happy to revisit your request. Please let us know if you need any further clarification.