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:01/09/2025

  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.

  Please See Attachment

  Business Response

  Date: 01/09/2025

  We have spoken with the customer and reached a solution to ensure he is satisfied with our business and work.

• Initial Complaint

  Date:01/03/2025

  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.

  We purchased a condo in August 2024, in Oct / Nov. we had issues with the **** system and ultimately contacted Pro Plumbing and Air and purchased a new unit paying $9,400. The new unit was installed on Nov. 1, 2024. The outside temperature was still fairly mild and the unit seemed to be working fine. On around Dec. 1st we discovered the power was out in our entire condo. As a side note, we live in ***************, ** and travel back and forth to the condo in ************. We noticed we were not able to access the thermostat via WiFi for a couple days and ultimately had a family member go to the condo to validate the power was not on. Once that was confirmed, we made plans to travel from SC back to ************ to find out what the issue was. We contacted ********** to ensure it was just our Condo (which it was), they advised the power was active to the outside and we would need to contact an electrician. As we were making the trip that day, we attempted to contact Proplumbing and left a message with the company outlining the issues, etc. Once we got to ************, we had not heard back from them so we placed a call with ******* and Son Electrical. They came on Dec. 2nd and advised advised us that they got the power to the condo back on and all breakers held except when they turned on the breaker for the ****, it immediately tripped and threw sparks. We have this in writing from this company. The next day Dec. 3rd, we finally got someone fro ProPlumbing and Air to respond, they were able to replace the thermostat and it was resolved. We contacted the managers at ProPlumbing and advised they should refund some, if not all of the $920.77 we had to pay the first company. We have had one conversation and sent numbers emails and they have not responded even ONCE.

  Business Response

  Date: 01/13/2025

  Thank you for reaching out to us regarding your system and for allowing us the opportunity to address your concerns. Below is a summary of our findings and actions taken to resolve the issue.

  -The system was installed on November 4, 2024, and successfully passed inspection on November 20, 2024, with no issues identified at that time.
  -On December 2, 2024, a call was received from your number; however, no message was left. Our team returned the call on December 3, 2024, and scheduled a visit.
  -Upon our technicians arrival, the system was not operational. You mentioned having contacted us twice prior without success, during which time you had an electrician assess the situation.

  Our technicians findings were as follows:
  -The system was not running due to a faulty Ecobee thermostat, which was not recognizing the wiring correctly.
  -The technician replaced the thermostat to restore system functionality.

  Additionally, you expressed concerns about the cost incurred from the electricians visit and requested a potential refund.

  After reviewing the situation, including input from our field supervisor and line manager, we concluded that:
  -The system's breaker should have tripped at its initial connection point if there were an installation or equipment issue. The delay of over a month suggests the fault likely did not originate from the system itself or its installation.
  -Therefore, we cannot authorize reimbursement for the electricians fees as the issue appears unrelated to the initial installation or subsequent inspection.

  We understand this may not be the resolution you were hoping for, but we stand by the quality of our work and the thoroughness of our inspection process. Should you have further questions or wish to discuss this matter in more detail, please feel free to contact us directly.

  Thank you for your understanding and for choosing us for your home comfort needs.

• Initial Complaint

  Date:01/02/2025

  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.

  After installing a new Rheem water heater that was faulty, I followed Rheem's instructions to obtain warranty service by finding a contractor from *****'s website. ProTech AC was the first company shown, so I called them on Dec 31 and told the person, "I'm calling for Rheem warranty service and I got your info from their website." The ProTech *** acknowledged this and scheduled an appointment for Jan 2, 2025. The only details discussed were appointment location and time. She never said there would be a charge, or that I would have to pay anything, or that ProTech doesn't perform warranty service for Rheem. This Rheem water heater has a 1-year full warranty with labor included, so I shouldn't have to pay anything for this warranty service.When the tech arrived for the appointment, he attempts to tell me that I owe $49 for a service call, and that if we had done any work, I would have had to pay for it myself. He tells me that ProTech doesn't do warranty service for Rheem, so I let him know the company's info comes up on *****'s site for warranty service. He even had someone from ProTech office call me to try to explain "how things work".ProTech is attempting to dupe me into paying them money, as I'm sure they are doing with other consumers. They portray themselves as providing warranty service (such as on Rheem's site and over the phone), but then in person tell you that you owe money and you're wrong.The office person on the phone told me that I still owe the money and it'll stay on my account until I pay it.I'm looking for them to void the charge so I owe nothing, and to remove my data from their customer database.

  Business Response

  Date: 01/13/2025

  We will be reaching out to the customer to provide a solution and ensure they are satisfied moving forward.

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22759880
  
  I am rejecting this response because:  my only option is to accept or reject but they did not provide a resolution, only a statement that they will reach out to me, therefore I cannot accept that as a resolution.  So my only option is to reject it as I am waiting for them to contact me and provide an actual resolution.

  This seems like a technique companies use to get their BBB cases closed, without a resolution, by tricking consumers into hitting 'accept' at this point, just FYI.
  
  Sincerely,
  
  **** *****

  Business Response

  Date: 02/06/2025

  Dear ****, 
  
  We completely understand your frustration and apologize for the delay in reaching out to you to provide a response. We understand that you were able to discuss the issue with our General Manager, who issued a refund to your account. We do hope this resolved the issue, and we appreciate your patience while we worked towards a resolution. 

  Customer Answer

  Date: 02/22/2025

   
  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.

  The GM did give me a call and he said he would zero-out my balance with the company.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:12/13/2024

  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 a disabled veteran on fixed income. Two years ago I was able to do some upgrades on my house including a whole house hvac replacement. After a few weeks of talking to Advanced Air and deciding on which equipment to purchase my wife and I narrowed it down and got all the paperwork from Advanced Air on install date and included services. Also at the time I had planned on doing an addition to the back of the house which would need ac ductwork, vents and labor. Advanced Air included this in their price but unfortunately materials for that project became too expensive and the addition was never done. The day of the install of the new unit I inspected the parts and realized that they didnt bring what I had paid for. They eventually told me I got the better one, and continued the install. Since that day I have had nothing but issues with the ac unit. I have had Advanced Air out multiple times to fix issues that a new system shouldnt have and eventually asked for an itemized list back in March 2024 that I could request compensation on parts and labor I had paid for but services were never rendered. I have called Advanced Air multiple times to fix blown fuses and exposed wires and dont feel I am getting what I paid for. I am requesting compensation for the parts and labor I have paid to this company that have not been received as well as the original equipment I paid for, not what they showed up with that day and told me it was better. My wife has made many attempt to pay for an air filter as well but they will not answer our calls. I had a conversation with someone at Advanced Air a week ago for 48 mins and she told me the conversation was recorded. I have also asked for a copy of that recording. I have been left in the cold two Decembers in a row due to blown fuses and their refusal to uphold the services I paid for that are included, one being in writing stating same day service 7 days a week. I have yet to receive a call from anyone at Advanced Air.

  Business Response

  Date: 12/27/2024

  Mr. *****,

  We thank you for your service. We also thank you for bringing these issues to our attention. 

  We sincerely apologize for the challenges and inconvenience youve faced. We are reviewing your concerns regarding the installation, ongoing service issues, and communication difficulties to ensure we address them thoroughly and fairly.

  A team member will be reaching out to you directly to discuss your concerns in detail and outline the steps well take to resolve them. 

  Thank you for your patience as we work to make this right.

  Customer Answer

  Date: 01/02/2025

  ***** and a field technician came out to the house Monday 12/30/24. The technician did find something wrong with the outside condenser thermostat. He unplugged one of the sensors and told me to let them know if the issue happens again. As far as the refund, I was told the work would have been anywhere from $800-$1200. ***** had to go back to the office and double check and get approval. I received a call the following day from ***** to discuss the refund. He told me he could offer $721. I told him this seemed unfair since he went off $900 and deducted money for labor and a part that was incorrect. I asked if he could do $900 but I was told he would have to go to corporate and could take longer. I then asked about settling on $850 and he agreed. I did offer to get 3 quotes from 3 other AC companys and we could settle on the average price be he didnt want to do that. I feel pressured for taking a lower amount and as a disabled veteran on fixed income, I feel I paid more than $850 for what should have been done. ***** told me a check would be mailed out Tuesday. I am not sure if this resolves this issue but I wanted to make note of what has occurred. 

  Customer Answer

  Date: 01/02/2025

  ***** and a field technician came out to the house Monday 12/30/24. The technician did find something wrong with the outside condenser thermostat. He unplugged one of the sensors and told me to let them know if the issue happens again. As far as the refund, I was told the work would have been anywhere from $800-$1200. ***** had to go back to the office and double check and get approval. I received a call the following day from ***** to discuss the refund. He told me he could offer $721. I told him this seemed unfair since he went off $900 and deducted money for labor and a part that was incorrect. I asked if he could do $900 but I was told he would have to go to corporate and could take longer. I then asked about settling on $850 and he agreed. I did offer to get 3 quotes from 3 other AC companys and we could settle on the average price be he didnt want to do that. I feel pressured for taking a lower amount and as a disabled veteran on fixed income, I feel I paid more than $850 for what should have been done. ***** told me a check would be mailed out Tuesday. I am not sure if this resolves this issue but I wanted to make note of what has occurred. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22682447
  
  I am rejecting this response because:

  Date Sent: 1/2/2025 8:01:23 PM
  ***** and a field technician came out to the house Monday 12/30/24. The technician did find something wrong with the outside condenser thermostat. He unplugged one of the sensors and told me to let them know if the issue happens again. As far as the refund, I was told the work would have been anywhere from $800-$1200. ***** had to go back to the office and double check and get approval. I received a call the following day from ***** to discuss the refund. He told me he could offer $721. I told him this seemed unfair since he went off $900 and deducted money for labor and a part that was incorrect. I asked if he could do $900 but I was told he would have to go to corporate and could take longer. I then asked about settling on $850 and he agreed. I did offer to get 3 quotes from 3 other AC companys and we could settle on the average price be he didnt want to do that. I feel pressured for taking a lower amount and as a disabled veteran on fixed income, I feel I paid more than $850 for what should have been done. ***** told me a check would be mailed out Tuesday. I am not sure if this resolves this issue but I wanted to make note of what has occurred. 
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/13/2025

  We have spoken with the customer and a solution was agreed on verbally.

• Initial Complaint

  Date:12/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a new heating/ air conditioning unit from Pro Plumbing. The cost was $12,000. The new unit was installed and as per our agreement the old unit was to be removed. I have called and e-mailed Pro Plumbing to get them to come and remove the old system but to no avail. I have also not received hard copies of all our contract and warrenty data, This was also part of our contract. I am also owed three Solace AIR media pads. These I have also paid for.

  Business Response

  Date: 12/20/2024

  Thank you for the update regarding the package unit and filters. We confirm that the package unit was picked up on December 17, 2024, and the filters were delivered at that time. Additionally, we have printed the warranty and signed estimate, which will be mailed to you promptly.

  Should you need any further assistance or have additional questions, please dont hesitate to reach out.

• Initial Complaint

  Date:12/06/2024

  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.

  Complaint Against: ***** **** Plumbing, ************, ** Nature of Complaint: Faulty plumbing work resulting in significant property damage and financial losses.Details of the Incident:- In March 2024, I hired ***** **** Plumbing to repair the master bathroom spout, overflow protection, and tub shoe. I paid $1,476.88 for this service.- The rental unit was unoccupied from March through June 2024, so the issue went unnoticed.- In July 2024, my tenant noticed stains on the ceiling but assumed they were harmless. Shortly thereafter, water began leaking downstairs into the kitchen. The leak spread to the living room, damaging the laminated floor.- Since this was an emergency, I immediately contacted my insurance company to mitigate the situation.- ************* company's plumber determined that the overflow protection installed by ***** **** Plumbing was the source of the issue. The part was pinched too far into the drain pipe, creating a hole that allowed water to escape past the bathtub.Resolution Attempts with the Business:- I provided the company with proof of the repair and videos showing the defect in their workmanship.- The business dismissed my concerns, stating that I did not contact them during the issue and they could not verify the cause of the problem.- I explained that I only became aware of the faulty repair after the insurance companys plumber inspected the issue. Despite this, the business has refused to take responsibility and has stopped responding to my ************************ Impact:- Cost of original repair: $1,476.88 - Insurance claim: $4,094.33 (I incurred a $1,000 deductible)- Cleaning costs: $75 - Rental income loss: $500 - Total loss directly caused by this issue: $2,551.88 Desired Refund:- The $1,476.88 I paid for the original repair.- My $1,000 deductible from the insurance claim.- $575 for cleaning and lost rental income.- Total Refund Requested: $3,051.88 I think it is fair for the loss and future premium increase.

  Business Response

  Date: 12/20/2024

  Thank you for reaching out to us. Wed like to take a moment to address your concern regarding the service we provided on March 8, 2024. During this visit, we replaced the tub shoe and overflow plate, along with the tub spout in both upstairs bathrooms. This work included removing the old fixtures and installing new chrome fixtures, and the total cost was $1,476.88.

  As per our records, we attempted to contact you on August 7, 2024, and again on August 14, 2024, but unfortunately, we did not receive a response. If you have used your insurance company for any related repairs, it is standard practice for the insurance company to contact us directly for a subrogation claim. As of now, we have not received any such notification.

  If you have further concerns or additional details to share, please dont hesitate to reach out. Were here to help clarify and resolve any questions you may have.

  Customer Answer

  Date: 12/25/2024

   
  Complaint: 22652469
  
  I am rejecting this response because all attempts to contact me via email, phone, and text messages were promptly answered. I have no record of missed calls, unheard voicemails, or unanswered emails. Furthermore, I provided a video file via text message to one of your representatives, clearly showing that the issue stemmed from your workmanship. After submitting that video, I did not receive any follow-up communication from you or that representative. Additionally, I sent multiple emails, including one notifying you that I would escalate this matter to the BBB if it was not addressed, yet I received no response. I have attached the email chain for your reference.
  
  Regarding the repair, my insurance company did not fix the issue. It was an independent third-party plumber who had availability to urgently address the situation on the same day. If I had known earlier that the problem was caused by your faulty work, I would have contacted you immediately. However, when the leak was first discovered, your office was closed, and I had no reason to suspect the overflow protection installation until the third-party plumber pointed it out.
  
  The plumber explicitly identified that the overflow protection, which your team installed, was pinched too far into the drain pipe, creating a hole that allowed water to escape. This flaw worsened over time, causing extensive water damage. When I informed you of this and requested a resolution, you sent someone to inspect the issue, but they offered vague or inconclusive feedback.
  
  I am willing to provide the third-party plumber's contact information to corroborate their findings, and my insurance company can verify that the damagesmoisture mitigation, floor repairs, and drywall restorationwere all directly caused by the leak. This evidence, alongside the video and supporting documentation, clearly shows that the damage resulted from your workmanship.
  
  I urge you to acknowledge your mistake and take responsibility instead of deflecting blame with false claims that I did not respond or engage with you. This issue has already caused me significant financial and emotional stress. I expect this to be resolved promptly, with your acknowledgment of fault and appropriate compensation. Please review the attached email thread for further context.
  
  Thank you.

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

  Business Response

  Date: 01/15/2025

  Thank you for your response. We are reviewing this with management and will contact you as soon as possible to discuss next steps on reaching a resolution. 

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22652469
  
  I wanted to add more detail on the workmanship:

  Upon inspection, it was discovered that there was a bathtub above the leak, on the second floor. A visual inspection of the bathroom revealed no leaks. To determine the exact location of the leak, the ceiling in the kitchen was opened. After opening the ceiling, the bathtub was filled to the emergency overflow hole. Thus, a leak was detected through the emergency drain.

  Problem: The threaded part of the emergency drain fastening is broken.
  

  Troubleshooting: The fastening was repaired and restored. The drain was secured. Checked for leaks. No leak was found.
  The exposed part of the ceiling was restored.
  
  Sincerely,
  
  ****** ******

  Customer Answer

  Date: 01/21/2025

  Please reopen the case. Thanks. 

  Customer Answer

  Date: 01/23/2025

  The vendor's last reply was that they will discuss the matter internally and get back to me. After that, I got a notification from BBB that we are closing the matter. I still have not gotten any format response from the vendor to satisfactorily close the matter. Please go through the last response from the vendor. Thanks. 

  Customer Answer

  Date: 01/27/2025

  Date Sent: 1/23/2025 4:12:37 PM
  The vendor's last reply was that they will discuss the matter internally and get back to me. After that, I got a notification from BBB that we are closing the matter. I still have not gotten any format response from the vendor to satisfactorily close the matter. Please go through the last response from the vendor. Thanks. 

  Business Response

  Date: 02/05/2025

  We will be reaching out to the customer regarding this as the case was re-opened.

• Initial Complaint

  Date:12/06/2024

  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.

  If I could, I would leave no stars for this company. My story is my Husband and I brought our home in 11/2022. The first few days of closing we had an issue with our Hvac system that Yellow Dot Heating installed. Our system would not shut off. We did what we were supposed to do and got in contact with mertiage homes recommended vendor Yellow Dot. They came and put a bandage on the situation. Our system work for a few months then we was back to square one with a hvac system with issues. Within the two years of moving in a brand new home we have had the same issue over and over again. As of right now, my system is still not working in 2024. So now we are not covered under the mechanical warranty my husband, and I are having to pay out of pocket to fix a bad hvac system from day one. The last tech that came to our home in November was very late and unprofessional. I know this company ******* us because they never really fixed our system. Their notes are not correct. We never complained out our system being loud. They lied and said we never change our filter when we have proof of purchasing filters. My warning to everyone is to stay away from this company. We have reached out for the history of workorders over the past 2 years, and I have yet to recieve them. My Husband asked to speak with a supervisor and he has not been able to speak with him or her. I pray no one has to go through what we have been through.

  Business Response

  Date: 12/20/2024

  On 11-22-2024 we were asked by the Allens at ****************************************** to diagnose their **** system that was originally installed and commissioned on November 2 of 2022. The Allens purchased and deeded the home on November 7th, 2022.
  
  Upon arrival on 11-22-24, we found the unit non-operational, with a failed compressor in the outdoor condensing unit. We also found the original whole home media filter and fresh air filter completely clogged. (See attached photos)
  
  Although the customer mentioned filter replacements, its obvious the units media filter was not changed, or serviced since the original install in 2022. Potentially the ****** were talking about buying filters for the grills located within the home, but adding redundant filtration to a system with a media filter is not recommended. This double filtration will only add to the restriction of air across the coil surface. Overtime this will cause higher compressor temperatures and pressures and will ultimately lead to a failure of system components. (See attached picture for media and fresh air filter locations)
  
  Beyond the above filter restrictions, we have no recordable heating or cooling maintenance visits for this home in the 24 months of ownership, even though routine maintenance is a requirement of the **** warranty by Yellow Dot, Carrier Corporation, and the builder.
  
  **The attached documents are the Carrier Warranty details and required service intervals. **
  
  Given the lack of required maintenance, and ownership term, this unit is not qualified for any warranty service or repair. (see above Carrier maintenance requirements)
  
  At this time, we would suggest the replacement of the **** compressor, capacitor, and contactor. Beyond the mechanical repairs, the unit needs to be serviced by cleaning the coils, fresh air filter, and replacing the media filter that is located at the appliance within the attic.Redundant filtration should also be eliminated if future failures would like to be prevented.
  
  Respectfully,
  
  ***** ********, General Manager
  Yellow Dot Heating & Air

• Initial Complaint

  Date:12/02/2024

  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.

  Steer clear!!This is lengthy but please read to the end.Per ****** ratings I trusted them. I got a brand new complete system, including ductwork only after I negotiated to comfortable price. I even opted for the maintenance program.Unbeknownst to me they sold me a faulty York unit. it does not cool like it should. The only thing that kept me pacified was the fact that it was warranted. An inconvenience yes, but I knew they would be here to fix it. That changed this year. We paid a service fee just to tell us there was nothing wrong even though there was. The last visit was the straw that broke the camels back. The technician showed up, found the faulty contact which had been burnt. It couldve caused a fire. Only after he contacted his company to confirm that it was warranted and at no cost to me did he replace it. After all said and done the Warranty manager, **** demanded that the part be removed and the technician is to collect $170 for a warranty service fee. It was only after I pay the fee and they received the part from the manufacturer is it to be replaced. Mind you, this is a fire hazard. I refuse not only the fee, but I did not let him remove the part. I called to spoke with the manager, ******. She informed me that not only are they going to cancel my maintenance, but I need to have it warranted elsewhere. They install faulty products, throw parts at, and dismiss you when youre not satisfied.Research other avenues and go elsewhere . Heed my warning ??

  Business Response

  Date: 12/16/2024

  We have reviewed our past communications with you on your complaint and had provided you with a solution with other options for your service moving forward.

  If you wish to discuss this further, please contact us directly and we will get this resolved.

  Thank you.

• Initial Complaint

  Date:12/02/2024

  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 June 20th,2024 I spoke with a ****** from The **************************** Service in ************ about replacing my HVAC unit, replacing some of the duct that needed to be replaced, & cleaning the duct on my first new home. The team came back out on the 25th to replace the unit. During the initial installation, the ducts & boots were not touched, I refused to sign the paperwork until this was complete. Also, during the initial installation my newly painted walls were messed up. Over the next month & a half, the company came out 9 times (2 appointments were scheduled and no one showed up) due to the unit not working properly, I was forced to stay in a hotel for 5 nights due to high temperatures. The company did reimburse me after I complained. I was told repeatedly by different technicians that the unit was installed improperly which is why the unit wasn't functioning properly. I have also had to go to the office because the company stopped answering my calls. I was speaking with ***** the ** to resolve some of the issues. He then started coming to my home to assist with the service calls because of these errors by the technicians. I was then referred to the General Manager ******. I only spoke with her once in August & got no response after that. I also reached out to another **** company & was told my ducts were not cleaned properly, 2 vents weren't blowing air and was completely collapsed, and my air scrubbed was installed incorrectly. I then received a call in October from a new General Manager that they would resolve the issues due to it being the end of the year. This has been going on since June, I have wasted time and money, I've missed worked because of services calls (some of which people didn't show up), had to stay in hotels, just a complete inconvenience. The unit is still not working properly, and someone is coming out today and it is 6 months later. I've sent complaints to the finance company but they won't intervene because I haven't signed the loan document.

  Customer Answer

  Date: 12/09/2024

  I spoke with ****** today(12/9) at 2:00p and was told that they would be sending a technician out on 12/10 @10a. I was also told that I am required to sign the paperwork and they will not be completing anymore work after then. He also stated that if the document was not signed, they will be taking a lien out on my home at the EOB. 

  Business Response

  Date: 12/17/2024

  We spoke with Miss **** on Monday, 12/9 to address her concern regarding the thermostat operation. During our conversation, she was informed that this would be her final opportunity to sign the financing paperwork with the $3,000 discount applied to her original contracted price of $16,332.

  To ensure her system was operating as designed, we scheduled a service visit on Tuesday, 12/10 at 9:00 AM. During this visit, the thermostat was replaced to eliminate any possibility of an issue with the existing unit. Additionally, a thorough evaluation was conducted, including checks of system operation, refrigerant charge, operational BTUs, and overall system settings. All findings confirmed that the equipment is functioning as designed and at full capacity. This visit has been fully documented in Service Titan.

  At the conclusion of the visit, Miss **** refused to sign the financing paperwork. She was advised that, given her failure to fulfill her commitment to fund the job, our only recourse would be to implement a mechanical lien on her property for the full contracted amount. As previously communicated, no further concessions or discounts can be offered.

  The system is fully installed, functional, permitted, inspected, and passed. We have addressed and resolved all of Miss ***** concerns to the best of our ability, and we have no other options at our disposal. Attached is her signed invoice from Tuesdays visit, acknowledging the systems completion.

  As a final note, we have provided significant accommodations beyond the original contract, including the addition of a whole-home dehumidifier at no charge (a $4,900 value) and reimbursement for her hotel stay ($1,009).

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22626065
  
  I am rejecting this response because:
  

  I will not be paying full price for this unit due to the inconvenience that this has caused me. I asked them from day 2 to remove this unit from my home and they refused to do so. The company volunteered to install a dehumidifier, and pay for my hotel stay because the humidity in my home was above 60% because the unit was installed improperly and the settings were off.  It was stated by the Operations Manager that came out to my home, "my guys messed up, and we will eat that cost, just let us fix it". This was also a result of not enough coolant wasn't in the unit. The dehumidifier is currently not even plugged up or on. It is just sitting under the home. Now I am expected to pay for that, absolutely not!!! During the last conversation with the Manager, the company will be taking out a mechanical lien on my home, I have spoken with News2wantstoknow and I am ready to proceed in court. 

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

  Business Response

  Date: 12/27/2024

  We will be reaching out to the customer directly with a resolution to see how she would like to proceed. Thank you. 

  Customer Answer

  Date: 01/12/2025

   
  Complaint: 22626065
  
  I am rejecting this response because:
  The unit still does not work properly. I have also received a letter in the mail stating that the company will be filing a mechanical lien on the property. I am prepared to go to court to resolve this matter. 

  Sincerely,

  
  ******* ****

• Initial Complaint

  Date:12/01/2024

  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 am filling out this complaint on behalf of my 91-year-old widowed mother, ******** ****. She contacted The Plumbing and Air Service ** on Oct 17, 2024, because one of her two heat pumps stopped working. She has one for the bedrooms and one for the living area. They sent technicians on Oct 17 and 20, who were not familiar with her heating system and gave her false and misleading information. On Oct 28, they sent a 3rd *********** who identified leaking coils in both units and recommended replacing them. In the days following, my mother and brother called almost daily for updates. On Nov 1, my brother received an estimate of $6,319.60 for the repairs. Despite the units being relatively new, living area 3 years, bedroom area 6 years, my mother decided to invest in the repairs. On Nov 8, the repair for the bedroom unit was completed. My mother was told that the repair for the living area unit was pending additional parts. On Nov 21, we were told that an additional $3,175.81 in repairs would be required to fix the living area unit. On Nov 22, the bedroom unit, which had been repaired, ceased functioning, and is now blowing only cold air. It is below freezing at night. My mother is a 91-year-old widow without heat in her home. This is not the first issue we have had with this company. She has a contract with them where they do inspections of her system. The last time they came out, they insisted she needed new filters. She knew this was not the case because my husband changed the filters the weekend before her inspection. We would greatly appreciate BBBs assistance in helping our mother recover the money she spent on these ineffective repairs. Thank you for your attention to this matter and for helping ensure she is treated fairly while protecting others from being taken advantage of by this company. Please see the supporting documents for a more detailed timeline of these events along with our paid invoices, emails, and the estimate for additional work.

  Business Response

  Date: 12/16/2024

  We have provided the customer with a solution that has been communicated verbally.

  Please let us know if additional information or further action is needed.

  Customer Answer

  Date: 12/20/2024

  Dear Ms. ******************* you for forwarding the business's response to my complaint. On Monday, December 16, 2024 at 12:50pm, a gentleman named ****** called me and stated he was with The Plumbing & Air Service *** now Southern Home Services. During our telephone conversation, he specifically stated that if we rescind the complaint, he would refund all payments my mother made to The Plumbing and Air Service ** in 2024. I asked him to send me his proposed solution in writing. I further told him that once my mother receives her refund in full, we would be willing to rescind our complaint with the BBB and consider the matter resolved. As of this date, we have not received any form of written confirmation of this proposal and my mother has not received her refund. The lack of follow through leaves us concerned.

  To move forward and resolve this matter, we respectfully request that Southern Home Services provide the following in writing:
  1. A clear and detailed confirmation of their commitment to refund all payments my mother made to them in 2024.
  2. A specific timeline for when the refund check will be issued and delivered.

  Thank you for your continued assistance. We look forward to receiving the companys formal written response so we can bring this matter to a fair and satisfactory resolution.
  Sincerely,
  ***** Birk *****
  On behalf of ******** ****
  

  Customer Answer

  Date: 12/24/2024

   
  **mplaint: 22613627
  
  I am rejecting this response because:

  Dear Ms. ************* style="color: rgb(33, 37, 41); margin-top: 0px; margin-bottom: 1rem;">Thank you for forwarding the business's response to my complaint. On Monday, December 16, 2024 at 12:50pm, a gentleman named ****** called me and stated he was with The Plumbing & Air Service *** now Southern Home Services. During our telephone conversation, he specifically stated that if we rescind the complaint, he would refund all payments my mother made to The Plumbing and Air Service ** in 2024. I asked him to send me his proposed solution in writing. I further told him that once my mother receives her refund in full, we would be willing to rescind our complaint with the BBB and consider the matter resolved. As of this date, we have not received any form of written confirmation of this proposal and my mother has not received her refund. The lack of follow through leaves us concerned.

  To move forward and resolve this matter, we respectfully request that Southern Home Services provide the following in writing:
  1. A clear and detailed confirmation of their commitment to refund all payments my mother made to them in 2024.
  2. A specific timeline for when the refund check will be issued and delivered.

  Thank you for your continued assistance. We look forward to receiving the companys formal written response so we can bring this matter to a fair and satisfactory resolution.
  Sincerely,
  ***** Birk *****
  On behalf of ******** ****

  
  
  Sincerely,
  
  ***** Birk *****

  Business Response

  Date: 12/27/2024

  On December 17, we provided a refund to the card that was used for the purchase. Please see the attached screenshot for reference

  Customer Answer

  Date: 01/10/2025

   
  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. Thank you for your assistance with this matter. I appreciate all of your assistance.

  
  Sincerely,
  
  ***** Birk *****