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:11/26/2024

  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 8/9/24, purchased a new A/C & Duct Work from Elite. Within hours after the installation and same day needed to contact them as the unit not working properly. Appeared the A/C and heat running same time blowing hot air. That point forward customer ********************** went from poor to disrespectful when they returned calls. Thermostat was replaced 3 times it was not the problem. From August 11, to August 29, called to have someone come to fix the problem. Were without A/C in summer in **. Then purchased window units for health and animals. Best tech repaired a wire that the install crew damaged & stated duct work to be replaced was wrong size. Had to come back same day to fix wire again. Never heard from them on a date for the replacement duct work. Told them when we were available. Appointment was scheduled without our knowledge that did not work for us, had to cancel. Tried to reschedule. Never could get in touch after several calls/emails. Then requested they come take the *********** work out. We received a call from ***** telling us that we needed to call the finance company and withdraw our claim so they could get paid and then they would come and replace the duct work. On until 9/13 ****** left a VM about scheduling an appointment. When we returned to ** after family issue contacted them and could not get anyone on phone or to call us back. Per the Contract it indicated a PERMIT was included. A permit was never applied for the job. We were told it was not necessary. Per Martin County A PERMIT IS NECESSARY. Appointment was scheduled for 10/19 to fix issues from the installation crew. We were told we would get a call for the virtual inspection. Not hearing from them, contacted Martin County - there was an issue with the pw they submitted waiting for Elite to respond to rectify. Still waiting. Job is not complete. Elite should rectify the issues with the permit. Were without A/C for over 2 months. Should receive credit as well as cost of 2 window units.

  Customer Answer

  Date: 11/26/2024

  It is stating Southern Home Services. The complaint submitted was for Elite Electric and AC in ****************. Please confirm. 

  Business Response

  Date: 12/09/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the inconvenience and frustration you experienced throughout this process. 

  Regarding the current status of your project, the drawing for your installation has been completed and was uploaded to the county on Friday, 12/6. We understand the importance of ensuring all proper permits are secured and have taken the necessary steps to address this. We are told the county process will take a few days, after which the permit will be issued, and we can proceed with the inspection to finalize the project.

  We are committed to rectifying the issues youve faced and restoring your confidence in our company. A member of our management team will reach out to you within the next 2448 hours to provide an update and discuss next steps. Thank you for your patience and understanding as we work diligently to resolve this matter.

  Please do not hesitate to contact us directly if you have any questions or further concerns in the meantime.
  

  
  

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22608860
  
  I am rejecting this response because:

  In their response they make it sound as if they were prompt on responding to the counties request to rectify the issue with their application for the permit when in fact the county and the homeowners (us) were waiting on them yet again.  I made calls to follow up on rectifying ASAP but only after my continuous calling their office did, I finally get an answer on the status and when the inspection would take place.  In speaking with the county, they were surprised that the company did not have the paperwork at the site and that no pictures were taken of the job.  Having a permit on this job was not important to them and without our insistence would never have happened.

  They also stated they are committed to rectifying the issues - A member of the management team will reach out within ***** hours.  It is December 30th and no one has reached out to us.  This is how it has gone ever since we signed the paperwork to have them do the job.  Once that was signed - the communication on their side has never been to work with us.  We are here waiting for them to provide an update and discuss the next steps so we can finally be done with this awful experience with them.  This started on 8/9/2024 -and would like to discuss the next steps on solving this matter ASAP.

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

  Business Response

  Date: 01/13/2025

  We have reached out to the customer and left a voicemail. The final inspection was performed and passed on 12/23/2024.

  Customer Answer

  Date: 01/16/2025

  I rejected the businesses response.  Please let me know if they have responded to my rejection.  I cannot tell from the website.  If they have rejected my response is that all that can be done from the BBB standpoint?  

  Customer Answer

  Date: 01/24/2025

   
  Complaint: 22608860
  
  I am rejecting this response because:

  The last response from the Business stated that "they" (not sure who "Business" is) called customer and left a message.  I never received a message nor did my husband.  In an attempt to settle this matter without any further delay, I contacted both Elite and Southern Home Services.  Southern Home Services - no one answered the phone only VM - I left a detailed message on 1/20/2025.  No one has reached out to me.  

  I contacted Elite and asked if they had a record of someone from their office contacting either myself or my husband - I was told "no" on both by ********** who was leaving a detailed message with management.  ***** from Elite who I have spoken to several times previously, called back.  We went over the issues again as if he was not aware of the situation and he asked how we could settle this.  I voiced what I thought was a more than reasonable plan for both of us to settle this so we both could move on.  He was going to speak with the powers that be and get back to me.  And why didn't someone of the "powers that be contact me".  He did get back to me in the 2 days that we agreed upon. Unfortunately, the Business or the powers that be were not willing to settle this with us only offering us a miniscule amount for costs we laid out and not a professional courtesy discount from our invoice (10%) which I thought was more than reasonable.  They still believe they did nothing wrong and that they were professional and qualified for the job.  We are now left with a brand new unit that is damaged and looks like it is several years old.

  Their last response which was completely false on contacting us and leaving a message is a prime example of what we have been dealing with for the past 6 months.  According to Elite, Southern Home Services does not communicate with customers, however, they are affiliated with Elite and Elite's actions or lack thereof should be of concern to them - enough to warrant a response and interaction.

   

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

• Initial Complaint

  Date:11/16/2024

  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.

  On October 31, 2024 a "Technician" from Ace Solves It All made a requested service call to My condo in *********, **. My kitchen ceiling **************** exhaust fan had stopped working. I was misled by the "Technician" to believe that it could be a major electrical issue, possibly due to the recent hurricane that impacted this area, & that I'd have to pay $414.91 "up front" for Him to perform "diagnostics". Trusting Him I felt I had no choice & reluctantly agreed to Him proceeding with said "diagnostics", which ended up consisting of about 15 minutes "work" testing for power at the circuit ******************** I was told that BOTH switches, simple toggle switches, were faulty, & He falsely stated that He wouldn't know if this would solve the problem until AFTER He replaced the switches, which would cost Me an additional $147.03. It took Him no more than 10 minutes to replace the switches, & these are simple inexpensive switches readily available at ********* for less than $3 each. Total bill was a staggering $561.94!! I called a local REPUTABLE electrician in St. Cloud & told Him the nightmarish story. He knew all about Ace Solves It All & told Me that He had numerous encounters with this unscrupulous outfit, all involving misleading diagnoses, price gouging, grossly overcharging customers (especially senior citizens like Myself...I'm 75). He further stated that $561.94 was absolutely OUTRAGEOUS & a definite case of price gouging. He emailed Me a quote for the SAME exact job ************************ of 2 switches)....$147, which would include a service call fee!! Since then I've read reviews on *** posted on Yelp. Out of 85 reviews, 80+ are scathing, 1-star reviews describing the same price gouging & misleading tactics, so I'm not alone. I've called this company almost every day for TWO WEEKS trying to speak w/a Manager w/the hopes of reaching a compromise & obtaining a partial refund of $356.91 for the "diagnostics". NO ONE will return My calls!

  Business Response

  Date: 11/26/2024

  We have spoken with the customer and had a good conversation. The concerns expressed were met with a solution and we have taken steps to ensure our process provides 5-star service.

  Customer Answer

  Date: 11/26/2024

   
  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:11/13/2024

  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.

  We purchased a maintenance plan for our 2 units as we purchased a new house. They came to do the maintenance check and within 5 minutes started talking about we need a new system as mold in unit. The unit is only 8 years old. The second unit they stated was fine, but that evening quit working. I was questioning our home inspector and he said your unit is fine and you just need the specific bulbs put in as they were not in there for mold. Instead of providing us light bulbs needed to fix a problem, they sent a quote for new system. I called next morning to cancel our plan and explained the 2 men out just wanted to sell a unit and the 2nd unit isnt working now. The *** ****** to s**** a plug in the 2nd unit after checking it and the freeon leaked out. They sent a man out and he did fix that but still will not return my maintenance plan money. I was told that I would get all back minus a $49 service charge. Still to date, and several calls no refund. They keep dragging it out and you dont get to talk to anyone. Terrible company. This is on going since Sept 26, 2024.

  Business Response

  Date: 11/26/2024

  Thank you for sharing your concerns with us. We sincerely apologize for the frustration and inconvenience youve experienced. We take customer feedback seriously and strive to provide exceptional service in every interaction.
  We understand the issues you mentioned, including the handling of your maintenance check and situation with your second unit. We have tried reaching out to you to take care of this and look forward to making things right. Thank you again.

  Customer Answer

  Date: 11/26/2024

   
  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:10/29/2024

  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.

  ****** and I both selected to no longer get JUNK mail by signing up for this program that allows us to keep JUNK mail to a minimum. We probably keep getting JUNK mail from them almost every other month - it is usually hidden externally by placing it in a regular envelop with no information - looks like a LEGAL mail that I must open and then find their JUNK and unwanted mailers from them.I had a COMPLETELY new Air Conditioner installed August 2020 by my current Heating and *********** and renew their annual maintenance service yearly. This company has been very good in maintaining this Air Conditioner and Heating unit these past 4 years.Would like for them to STOP sending this JUNK mail.

  Business Response

  Date: 11/12/2024

  Thank you for bringing your concerns to our attention. We understand the importance of respecting your preferences regarding communication. To ensure your satisfaction, we have promptly added your address to our do-not-mail list within our systems. This will prevent any future mailings from being sent to your address.

  We apologize for any inconvenience this may have caused and appreciate your patience as we work to honor your preferences. Should you have any further questions or require additional assistance, please feel free to reach out.

  Thank you for giving us the opportunity to address this matter.

  Customer Answer

  Date: 11/13/2024

   
  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.

  ****** and I will ALLOW 90 days to past to have them update your information.  If we get ANOTHER mailed item from you then I will AGAIN file another BBB complaint and then ADD a picture of the unwanted JUNK mail to show what are still MAILING to us - which you AGREED to STOP.

  Also, if I were critiquing your a very minimal - 2 sentence response - I would put the actually apology in the first sentence.   I am expecting to get more mailers from you.
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/28/2024

  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.

  Elite Electric and Air claim 100% satisfaction guarantee. We are not satisfied with the faulty installation of the refrigerant line set that goes into the attic from the Outside AC Unit. The required protection per Florida Residential Building Code M1411.7 "Location and Protection of Refrigerant Piping" was not followed or installed. Because the piping was placed against the underside of the roof deck and not protected as REQUIRED, a roofing nail has punctured the line and my 87 year old mother that currently has a respiratory infection, does not have AC and the temperature in her house is over 85 degrees. Elite was notified last Friday 10/25 and the technician that came out blamed the roofing company. I have now spoke to ******* today 10!28 and he is trying to charge my mother, who is on a fixed income $2100 dollars plus refrigerant for the repair. My mother was having her roof replaced under ********** provision of My Safe Florida home and there was no way the roofing company could know the refrigerant line was not installed in accordance with the Florida Residential Code. My mother spent almost $10,000 for this system to be installed and paid an additional $595 for 10 years of Labor and parts warranty. The labor includes the proper installation of the system to the include the refrigerant line set that Elite installed going up into the attic. I have pictures of the faulty installation and of the Florida Residential Code proving Protection was required when the line was installed against the underside of the roof deck. This is a cut and dry case and Elite is responsible.

  Business Response

  Date: 11/07/2024

  Mr. ******,

  Thank you for reaching out with your concerns. We value your feedback and take any dissatisfaction seriously, as our aim is to deliver quality service and ensure customer satisfaction.

  After reviewing the installation details and your feedback, we would like to clarify a few points that may help provide some context. Our records indicate that the **** unit was installed on May 10, 2019, and at that time, it was fully compliant with all relevant codes, permitted, and successfully passed inspection under permit #******* (see attached documentation).

  We understand your concerns regarding the recent damage to the line set. Given that the line sets placement adhered to the requirements at the time of installation, we recommend addressing this issue with the roofing company, as they are likely best positioned to assist with any related repairs. They should be able to work with you directly to cover the replacement costs, given that the installation originally met the required standards and was undisturbed prior to roofing work.

  Our **** Service Manager has been in contact to help clarify these points and discuss potential solutions. If you would like further assistance, we are here to support you in coordinating with the roofing company to resolve this matter promptly.

  Thank you again for allowing us the opportunity to address this with you. We remain committed to assisting you however we can within our warranty and service policies.

  Customer Answer

  Date: 11/21/2024

  I do not agree with the company statement. Elite Electric Plumbing & Air wants you to believe the line somehow moved after their installation. I have a picture that proves line was against the roof decking and nobody has done any work on the ** System since it was installed. The copper lines are very rigid and cannot move without significant effort. It is completely unrealistic for Elite Electric Plumbing & Air to insinuate line was installed correctly and somehow moved. Elite also advertises 100% satisfaction and I am not satisfied. Please see the word attachment with additional information and proof. I want the $119 service fee returned, the $595 10 year labor warranty fee refunded and the $528.20 repair made by another ** Company refunded. 

  Customer Answer

  Date: 11/25/2024

  I do not agree with the company statement. Elite Electric Plumbing & Air wants you to believe the line somehow moved after their installation. I have a picture that proves line was against the roof decking and nobody has done any work on the ** System since it was installed. The copper lines are very rigid and cannot move without significant effort. It is completely unrealistic for Elite Electric Plumbing & Air to insinuate line was installed correctly and somehow moved. Elite also advertises 100% satisfaction and I am not satisfied. Please see the word attachment with additional information and proof. I want the $119 service fee returned, the $595 10 year labor warranty fee refunded and the $528.20 repair made by another ** Company refunded. 

  Business Response

  Date: 12/04/2024

  Mr. ******,

  Thank you for your response. 

  After reviewing your job, our work was correct and up to all codes at the time of the install.

  If you would like to discuss further, please feel free to reach out to us.

  Customer Answer

  Date: 12/06/2024

   
  Complaint: 22484431
  
  I am rejecting this response because:

  Elite Electric Plumbing and Air has responded with lies. I have direct photo evidence that disputes the installation was in accordance with the required code. The Chief Inspector from ************* disputes that the Line Set installed in the attic was inspected and approved by the City Inspector of ***. Employee ******* that was contacted stated there was no code or distance requirement related to the Line Set Installation in the attic, which is incorrect, but proves that the Line Set could not have been installed in accordance with code if ******* said there was no code requirement. ******* also stated that multiple roof companies have had the same issue with installations by Elite Electric Plumbing and Air which also proves the installations are not in accordance with the code or otherwise there would be no roofing nails penetrating their line set installations. If there is the required distance OR SHIELDING, the roofing nails would not be able to penetrate the line set. This is why the code has the minimum distance or protection requirement. The company stated to contact them and I have tried on numerous occasions to contact ****** and every time I call ******** has stated that ****** is busy, out or in a meeting. I have left my number and have not received a call back.

  I am requesting mediation by the Better Business Bureau and I am requesting the return of the $119 Service Fee, the $595 fee charged for the 10 year labor warranty which was not honored, and the repair cost of $558.20.

  I have photo evidence that shows the install was NOT in accordance with code, The damage and repairs as a result of the improper installation, The PSL Chief Inspector disputes that the attic line set was inspected and approved and it is impossible for the line set to move after Elite Electric Plumbing and Air installed it. Elite needs to explain exactly how they propose the installation was in accordance with code when the photo shows it clearly was not. How could a roofing nail ****** the line if there was a correct distance, how do they explain ******* stating there is no code when the Chief Inspector of PSL supplied the code, and why, if they want to work this out, they have failed to return my calls.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 12/11/2024

  The Better Business Bureau mission statement clearly identifies "Calling out and addressing substandard marketplace behavior" and "Creating a community of trustworthy businesses". In addition the BBB Standards for Trust indicate "Abide by all written agreements and verbal representations" and "Approach all business dealings, marketplace transactions and commitments with integrity". the current decision by the BBB in regards to my complaint ******** follows none of this. Stating that case is closed and "Business satisfactorily responded to the consumer's complaint"  is completely false and does not follow your own mission statement and standards. This company falsely claim 100% satisfaction,  has not returned my numerous calls and I have submitted irrefutable proof that this business installed the ** System Line set incorrectly and violated the installation code. I supported the photo of the improper installation with evidence directly from the Chief Inspector from the City of *************, the roofing company that removed the portion of the roof and further proved the line set was installed without protection against the underside of the roof decking as well as the ** company that performed the repair also verifying the install did not meet the code. The company "suggesting" the line set was installed correctly at the time of installation is insinuating that the line set somehow moved after the install. This is completely ridiculous. I also had the supervisor of Elite Electric Plumbing and Air stating there was no code that governed the installation and admitted there have been numerous other roofing companies that have had the same experience with line set installations being pierced by roofing nails when installed by Elite Electric Plumbing and Air. This evidence far exceeds the preponderance of the evidence. With this overwhelming evidence against Elite Electric Plumbing and Air, this is why this case requires mediation. if this case, with this much irrefutable evidence is determined by the BBB to not be relevant, then there will never be a case a consumer can bring against a company and prove the company is not abiding by the BBB accreditation. I feel that Mrs. ******* has some kind of conflict of interest with this company and I m requesting that the Manager of this BBB office call me regarding this case. I can be contacted M-F 8am to 3:30 pm at ************ and after 3:30 M-F and all day Sat & Sun at ************. I am requesting that I receive a response from the Manager of this office and not ***** *******. I want to speak to the Manager on the phone regarding this case.
  
  
  

  Customer Answer

  Date: 12/19/2024

  The Better Business Bureau mission statement clearly identifies "Calling out and addressing substandard marketplace behavior" and "Creating a community of trustworthy businesses". In addition the BBB Standards for Trust indicate "Abide by all written agreements and verbal representations" and "Approach all business dealings, marketplace transactions and commitments with integrity". the current decision by the BBB in regards to my complaint ******** follows none of this. Stating that case is closed and "Business satisfactorily responded to the consumer's complaint"  is completely false and does not follow your own mission statement and standards. This company falsely claim 100% satisfaction,  has not returned my numerous calls and I have submitted irrefutable proof that this business installed the ** System Line set incorrectly and violated the installation code. I supported the photo of the improper installation with evidence directly from the Chief Inspector from the City of *************, the roofing company that removed the portion of the roof and further proved the line set was installed without protection against the underside of the roof decking as well as the ** company that performed the repair also verifying the install did not meet the code. The company "suggesting" the line set was installed correctly at the time of installation is insinuating that the line set somehow moved after the install. This is completely ridiculous. I also had the supervisor of Elite Electric Plumbing and Air stating there was no code that governed the installation and admitted there have been numerous other roofing companies that have had the same experience with line set installations being pierced by roofing nails when installed by Elite Electric Plumbing and Air. This evidence far exceeds the preponderance of the evidence. With this overwhelming evidence against Elite Electric Plumbing and Air, this is why this case requires mediation. if this case, with this much irrefutable evidence is determined by the BBB to not be relevant, then there will never be a case a consumer can bring against a company and prove the company is not abiding by the BBB accreditation. I feel that Mrs. ******* has some kind of conflict of interest with this company and I m requesting that the Manager of this BBB office call me regarding this case. I can be contacted M-F 8am to 3:30 pm at ************ and after 3:30 M-F and all day Sat & Sun at ************. I am requesting that I receive a response from the Manager of this office and not ***** *******. I want to speak to the Manager on the phone regarding this case.
  

  Business Response

  Date: 12/27/2024

  Thank you for your feedback. We have communicated and provided all necessary information for this matter in order to reach a resolution.

  Customer Answer

  Date: 01/15/2025

   
  Complaint: 22484431
  
  I am rejecting this response because:

  Elite Electric Plumbing & Air has stated that they have communicated and provided all the necessary information in order to reach a resolution. This is incorrect.

  1. Elite Electric Plumbing & Air has not returned my numerous phone calls to their office.

  2. They have not provided anything other than a signed permit and falsely stating that the Port St Lucie Inspector accepted the line set that was installed through the attic. I have provided proof that the Chief Inspector for Port St Lucie directly disputes this and stated the line set in the attic WAS NOT inspected by the inspector. The Chief Inspector also provided the code that governs the attic line set installation and the photo I provided PROVES the line set installation performed by Elite Electric Plumbing & Air did not meet this required code. I provided information from the roofing company employee, that removed the roof section for the repair, that stated the line set was against the roof decking without protection as well as the ********** employee that verified the same. I provided the photo of the pierced line from the 1-1/4 roofing nail that proved the line set was against the roof decking without protection. (a 1-1/4 roofing nail could not ****** the line if it was 1-1/2 from the roof decking or if it had the required protection against nails)

  3. Elite Electric Plumbing & Air has not offered any resolution. They have only said that the installation was correct. I have submitted actual proof and evidence that proves this is false. They want the BBB to believe that somehow a rigid copper line moved after the installation. This is impossible.

  This is why the resolution from the BBB needs to include arbitration so that an impartial person can evaluate the EVIDENCE and reach an actual resolution. I believe Mrs. ******* is biased and I have requested that the BBB supervisor at this office contact me. I have left messages with the supervisor to discuss this concern and have received no communication from the BBB Supervisor.The BBB response that the business answered the complaint and deems this complaint closed flies in the face of the BBB mission statement. This business did not live up to its STILL ADVERTISED 100% satisfaction. They did not honor their extended labor warranty that was purchased.

  I have provided actual evidence that more than meets the preponderance of evidence to prove Elite Electric Plumbing & Air was responsible for the damaged that occurred because of an installation that did not meet the required code and has not even attempted any kind of resolution. Once again I am requesting an impartial mediator be assigned and offer a reasonable resolution which I feel I have already offered. I have requested the return of the $119 service fee, The refund of the $558.20 line set repair, the refund of the $595 extended labor warranty they did not honor because of the line set install that did not meet required code.
  
  Sincerely,
  
  ******* ******

  Customer Answer

  Date: 01/16/2025

  Elite Electric Plumbing & Air DID NOT address any of the issues in the complaint. They have not answered how the line in the attic is clearly against the roof decking if it was installed correctly. They have not answered why the Chief Inspector for Port St Lucie stated the line set in the attic WAS NOT INPECTED AND ACCEPTED BY THE CITY INSPECTOR. I have 2 witnesses that verified DIRECTLY when the section of roof was removed for the repair that THE LINE SET WAS AGAINST THE ROOF WITH NO PROTECTION. These same witnesses VERIFIED that a 1-1/4" roofing nail penetrated the line and this is IMPOSSIBLE if the line set had been installed in accordance with the building code. These are FACTS that have not been addressed by Elite Electric Plumbing and Air. They HAVE NOT contacted me to try to resolve this. I have provided substantial evidence and Elite Electric Plumbing & Air has provided ZERO EVIDENCE.

  ***** ******* has shown clear bias in this case and this decision does NOT MEET BBB OWN MISSION STATEMENT.

  I DEMAND A CALL FROM THE MANAGER OF THIS OFFICE WHERE I HAVE LEFT 2 MESSAGES and have been ignored. If I am not contacted, I will forward ALL OF THIS CORESPONDANCE to the BBB Washington Office. I will also ask the *** to investigate the conflict of interest in this case where the BBB is not meeting it's own mission statement and I will ask that the *** determine if these types of biased decisions violates their classification as a 501C 3 exempt organization.

  This case clearly demonstrates there would be no situation where a consumer would be able to provide any amount of direct evidence that would change the BBB decision that would impact the PAYING Business that is paying the BBB to be "accredited" even when they do not meet the BBB's own Mission Statement. 

• Initial Complaint

  Date:10/10/2024

  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 May 16, 2024 I called this company for an issue with my central air conditioner. I was told that the unit needed only to be reset but that there was microbial growth in my air conditioner. The technician recommended I buy an ultraviolet lamp system to prevent an outbreak of any viral or bacterial illness. I agreed, however the air conditioner problem I originally called them for was not repaired at all. I received no information on this ** lamp that cost $2,101.28, so I don't actually know what it does, or is supposed to do or how to operate it.I called another repair company to fix the original problem which was a refrigerant leak and the other company informed me that the ** lamp unit was not installed correctly and was circumventing a safety feature designed to turn the unit off if water began leaking into the system. My daughter and myself have both called this company on no less than 5 occasions only to be told someone would call me back, which has not happened. On one occasion my daughter was informed that a service person would have to call me back and they are too busy. I feel this company took advantage of me (I am 76 years old) and did not repair my initial problem. They in fact caused damage to the air conditioner unit I owned and bilked me of money that was unnecessarily spent on a device that did not repair the issue they were called for.

  Business Response

  Date: 10/23/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience or frustration you have experienced with our service. We take your feedback seriously and understand how important it is to resolve this matter.

  After reviewing your complaint, it is clear that we did not meet your expectations in resolving the initial issue with your air conditioner. Please allow us the opportunity to investigate this situation further, including the installation of the ** lamp and the lack of follow-up communication.

  We strive to provide excellent service and would never want any of our customers to feel taken advantage of. Please rest assured that we will work to make this right. Our goal is to ensure your complete satisfaction moving forward.
  Thank you for your patience, and we look forward to resolving this issue as quickly as possible.

  Customer Answer

  Date: 10/24/2024

   
  Complaint: 22408074
  
  I am rejecting this response because: simply saying you look forward to resolving this issue is not a resolution. How will it be resolved? I have since had another company correctly install the ** light and fix the issue that I originally called your company for. As I tried unsuccessfully on numerous occasions to communicate with you directly only to never receiving any response. This response is very much like the previous attempts... someone will get back to you.

   

  I am requesting a refund for services that were not provided.
  
  ***** ******

  Business Response

  Date: 11/08/2024

  Thank you for sharing your feedback with us. We apologize if our previous communication did not fully address your concerns. Our goal is always to resolve issues effectively and ensure customer satisfaction.

  We understand that you experienced difficulties reaching us and that you ultimately needed to seek another service provider to complete the installation and resolve the issue. We sincerely regret any inconvenience this caused and apologize for any lapse in our communication.

  Please let us know a convenient time for one of our senior team members to contact you directly. Our priority is to provide you with a resolution, not just a response, and we look forward to the opportunity to make this right.

  Customer Answer

  Date: 11/19/2024

   
  Complaint: 22408074
  
  I am rejecting this response because:

  I would like to speak with someone from the company as offered in the business's response. I can be reached on November 21 at 11:00am or November 22 at 2:00pm. Please contact me at one of these times.
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 12/11/2024

  Thank you for sharing your concerns with us. We deeply regret that your experience has not met your expectations and sincerely apologize for the frustration and inconvenience caused. Please know that we take your feedback very seriously and are committed to addressing the situation as quickly as possible.

  We have reviewed your account, and multiple attempts have been made to contact you. We apologize if there has been any miscommunication or delay in reaching you. Our team is prioritizing your case, and we assure you that we will resolve these matters promptly.
  

  
  

  Customer Answer

  Date: 12/18/2024

   
  Complaint: 22408074
  
  I am rejecting this response because: I have yet to successfully speak to anyone from this company. I gave two possible appointment times that I would be available by phone during the last communication and did not receive a call. 

  As another option please contact me at one of the following times:

   

  December 26 at 12:00pm

  December 30 at 2:00 pm

  January 6 at 4:00 pm

  There is clearly a difficulty in reaching anyone in management as evidenced by repeated attempts since JUNE  of this year. I think a fair resolution is a refund for a portion of what I paid. The repair was not completed and I was sold a very expensive part that did nothing to address the issue I requested service for. Further, the part that was installed, was installed incorrectly creating a potentially damaging result to my system. 

  A refund can be credited to my original method of payment.

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

  Business Response

  Date: 12/27/2024

  Thank you for your feedback and for providing these times to reach you. We will try to accommodate one of those times next week. Thank you again! 

  Customer Answer

  Date: 01/19/2025

  I would like it noted, that despite repeated attempts at contact, including providing 5 different times of availability this company never contacted me.  Their responses were simply, we look forward to helping you, but no help was ever provided. 

   

  As we are elderly, I think others should be warned that this company in the best case scenario takes advantage of seniors and worst case scenario preys on seniors.  Consumers should beware.

• Initial Complaint

  Date:10/03/2024

  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.

  *** took my money- full payment, but didn't finish the job, and now all I get from them when I call them is 'Lip Service '. I paid them nearly 9 thousand dollars to re-pipe my home including (post re-piping) drywalling. After the re-piping was completed, they failed to follow through on the permit/inspection process & the drywalling.

  Business Response

  Date: 10/14/2024

  Mr. ******,

  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience caused. As you know, we are actively in communication with you to resolve the remaining aspects of this project.

  The permit is scheduled to be posted tomorrow, 10/15/2025, and we are aiming to have the inspection completed the following day. Once the inspection is passed, we will promptly schedule the drywalling to be completed. We discussed these updates with you earlier today as we wanted to make you fully aware of the current status and next steps.

  We are committed to completing the job to your satisfaction and appreciate your patience as we work through the process.

  Business Response

  Date: 10/17/2024

  Mr. ******,

  Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience caused. As you know, we are actively in communication with you to resolve the remaining aspects of this project.

  The permit is scheduled to be posted tomorrow, 10/15/2025, and we are aiming to have the inspection completed the following day. Once the inspection is passed, we will promptly schedule the drywalling to be completed. We discussed these updates with you earlier today as we wanted to make you fully aware of the current status and next steps.

  We are committed to completing the job to your satisfaction and appreciate your patience as we work through the process.

• Initial Complaint

  Date:09/30/2024

  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.

  June 26, 2024 an agreement was made for bi-annual service for my HVAC equipment. Filters included on this bi-annual service as always. On this day I spoke to the General Manager and discussed the issues I had the previous year of 3 cancellations and me taking off work to be here etc. Also my unit not being cleaned as before the second time and also one of his employees being rude upon arrival. After thought of others who came I decided to renew and no mention as to changes were made to me. I had repeatedly been bombarded with phone calls from not only him but the telephone staff to renew, shocking they wanted me back for another year. So I signed up. When the technician arrived he informed me I would have to pay for my filters now. I laughed and said oh no. I have my own and u can put that back on your truck. He apologized and I provided him the exact filter he had. They r $69 each. So I would like either that amount refunded to me as this was a part of the service when I renewed. Or I would like the filters provided to me for my contract as a resolution to this matter. I tried to call and speak to the General Manager of the business but I was told that he would not be speaking to me about the matter. As I see it he did not want to even to try to resolve the matter so I am coming to you for assistance. Seems small butits the principal of it all for me.

  Business Response

  Date: 10/14/2024

  Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation regarding the customer's HVAC ********************** agreement.

  On June 26, 2024, the customer renewed his bi-annual ********************** agreement. As part of our updated policy, filters are no longer automatically included with the service but are available for purchase if needed. During the most recent visit, the technician informed the customer about this change. However, since the customer already had his own filters, he declined the offer and provided the technician with a filter to install, which was done without issue.

  Regarding the other concerns mentioned in the complaint, none of these issues were brought up during our conversation at the time of service. The customer's primary concern was the change in the filter policy, which was explained to him by our technician. The customer chose to use his own filter during that service.

  We value all of our customers and strive to provide clear communication and excellent service. We regret any misunderstanding that may have occurred regarding the filter policy and are happy to clarify any further details if needed.

• Initial Complaint

  Date:09/26/2024

  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.

  Installed a hvac unit in July. Quoted for a missing cover panel for my fuse box .They could not find a panel and the hvac passed inspection. They were suppose to refund the money. Have called weekly get told they sent it to regional manager

  Customer Answer

  Date: 09/30/2024

  They sent me the money owed.  Recieved saturday 9/29/24. Thank you

• Initial Complaint

  Date:09/18/2024

  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 hired Fox Service to address some heating/cooling/humidity challenges in my home. Their team came out and advised there was not enough insulation in the home and we purchased 12 inches of insulation (~$4.5k) in 2023. We continued having issues/no improvement, and then *** advised they should have sold us ductwork services, not insulation, and I paid another $2k for ******** retrofitting in June 2023. Since this time, we have had ongoing heating/cooling/air balance issues and they have repeatedly said they would make it right, sending out different crews to work on the issues which have never been resolved. During the process I learned (from their own admission) they had not installed materials we had paid for on our invoices (dampers and filters), and also that one of the crew hd damaged the **** and insulation was being sucked into the coils. I have had two separate people come out (a licensed contractor and another large and license ********************** company) to review the situation, and have since learned that 1) we did not have the proper amount of insulation blown in (less than 4 inches in some places, less than 8 inches in others - and bare spots) , 2) some of the materials (dampers) had not been installed correctly and are not functional at all, 3) some of the work was done so poorly it had als0 created net new issues. I have contacted *** repeatedly by email and phone and as of 9/18/24 am still waiting for the general manager to contact me. We have been extremely patient and diligent with them and given them ample time to make things right to no avail. It will now cost me more money to fix this than I had already paid to ***. Meanwhile I can not heat or cool my home appropriately and we have 7 degree temperature differences daily between rooms which is due to the severe air imbalances.

  Business Response

  Date: 10/11/2024

  Dear BBB,

  We would like to address the complaint regarding ****** ********. After the initial concerns were raised, we went out to the property and performed additional work to resolve the issue. Following this visit, the customer informed us that they were satisfied with the outcome.

  We appreciate the opportunity to address and resolve these concerns.