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

  
• 

  Cunningham Associates Heating And Air Conditioning Inc.

  3114 Marjan Dr Atlanta, GA 30340-3902

  
• 

  Yellow Dot Heating & Air Conditioning

  2400 Sumner Blvd STE 120 Raleigh, NC 27616-6676

  
• 

  FAST of Florida, Inc.

  4934 Distribution Dr Tampa, FL 33605-5926

  

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:09/10/2024

  Type:Order 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.

  Dear BBB Representative,I am writing to file a formal complaint against Pro Plumbing ************************** regarding a series of delays, miscommunications, and unfulfilled contractual ************** March 2024, I signed a contract with Pro Plumbing for various services, including a critical "Re-pipe Two Bath/Kitchen/Laundry" task for the property. Despite paying a total of $23,097.66, the re-piping work remains incomplete, and Pro Plumbing has since quoted an exorbitant price for this task, far exceeding the initial agreement.After numerous attempts to resolve the issue, I was met with inadequate communication and poor service, documented in over 100 calls and texts. Furthermore, Pro Plumbing has sent my account to collections for services unrelated to the incomplete re-piping job, damaging my credit.I am seeking your assistance in mediating this dispute to ensure Pro Plumbing takes responsibility for their failure to fulfill the contract and addresses the outstanding issues.Thank you for your attention to this matter.

  Business Response

  Date: 10/18/2024

  Thank you for bringing Ms. ******* ***** concerns to our attention. We take all customer feedback seriously and are committed to resolving disputes in a fair and professional manner.
  
  We would like to provide clarification and additional context regarding Ms. ***** complaint:
  
  Contractual Scope of Work: Ms. **** initially contracted us in March 2024 to complete a re-pipe of two bathrooms as part of a broader home project. The agreed-upon scope was for the plumbing work to cover these two specific areas. However, when our team arrived to begin the work, Ms. **** instructed our installers to re-pipe the entire four-bathroom home instead. This was beyond the original agreement, and our team paused the work to reassess the request.

  New Estimate for Expanded *************************************** request for additional work, we provided her with an updated estimate for re-piping the entire house, which came to approximately $30,000. Ms. **** declined this revised estimate and expressed her desire to revert to the original scope of work. However, upon sending the team back out, Ms. **** again requested that the full house be re-piped, which caused us to halt the job once more.

  Completion of Other Services: All other contracted work outside of the plumbing re-pipe was completed in accordance with the original agreement. Despite multiple attempts to clarify and complete the two-bathroom re-pipe as contracted, Ms. ***** insistence on expanding the project without incurring additional costs caused significant delays.

  Outstanding Balance and Collections: All other work has been completed but has gone unpaid. Ms. **** owes $26,000 for the completed services. Her BBB complaint was filed after her account was sent to collections for the unpaid balance.
  
  We believe we have acted in good faith throughout this process, making multiple attempts to resolve the issue and fulfill our contractual obligations. However, Ms. **** has repeatedly requested additional work that was not part of the original agreement but refuses to pay an additional cost for that work.
  
  We are still open to discussing a resolution to the remaining contractual issues in order to avoid further escalation. Please feel free to reach out to discuss any next steps that can be taken to bring this matter to a close.
  
  Thank you for your attention to this matter, and we look forward to working toward a satisfactory resolution.

• Initial Complaint

  Date:08/28/2024

  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.

  My air conditioning unit had visibly frozen up. I called A+ heating and cooling to come and diagnose the issue and give me a quote on what it would cost to fix. The **** tech told me the Evaporator Coil in my air handler in the attic had a large crack in it and was therefore leaking the refrigerant leading the unit to freeze up. He explained to me that the unit had a warranty on it as it is only 2 years old and that the part would be free after the warranty part exchange. He promised me an itemezed invoice and pictures of the issues. I never received and itemized invoice or pictures of the issues. After looking up the price of the part that is broken, I concluded that it is less thay $600. Remind you, this part is supposed to be under warranty and free of charge. I also found that a brand new entire AC unit is less than $2,700. So at the end of the day this company is trying to charge me $2,800 just for labor and with no explanation to the charges. In what world does the labor for this cost $2,800?! Seems like they are trying to make a **** and take advantage of people, especially since I am a woman. I might add that when talking with the **** tech after trying to get ahold of the company, he explained to me that they carry a 10 million dollar insurance policy, its expensive to run the company, and its dangerous work. Again, nowhere did they explain the costs or how much labor was per hour.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

• Initial Complaint

  Date:08/20/2024

  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 7/16/24 I contacted ****************, who also services A/C units, to come to my rental property to check out the ** unit that wasn't cooling properly. After performing diagnostic testing, it was determined the unit was low on R22 refrigerant which the tech said his company did not have. I paid Berico Fuels for the service call and searched online to find A/C companies in **********, ** that have R22 refrigerant. The **************************** Service ** was one of the firms that came up online from this search and I set up an appointment with them. When making the appointment, I specifically asked if they had R22 refrigerant and the person I talked to said they did. When the tech arrived I told him a diagnostic had already been performed and all I needed him to do was recharge the unit with R22. He told me his company did not carry R22 because it was too expensive and was difficult to find anymore because of regulations. I voiced my concerns as to what I had been told when I called to make the service appointment and that his company had wasted his time and mine. I also said I would not be paying for the service call since I was misled concerning the R22. As of 8/20/24, I have not received a bill from this company via email, US mail, or text message. On 8/16/24, I received a phone call from them asking me why I had not paid for the July service call. I explained, with my statements from above, that I would not be paying the $95 July service charge since I was given misleading information about R22 and that issue would have to be settled in small claims court. I am 78 years old and have always paid all my bills on time and maintained a very high credit rating. I do not want this episode to reflect negatively on that record.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

  Business Response

  Date: 09/05/2024

  Good afternoon,

   

  We were unable to locate your records in our system with the address given. Can you please provide the address for the service and we will look into the concerns you mentioned immediately. Thank you!

  Customer Answer

  Date: 09/11/2024

  Address for service call:

  1001 Pineburr Road

  High Point, NC  27282

  Business Response

  Date: 10/17/2024

  Thank you for bringing this to our attention. We apologize for any confusion or inconvenience caused during your service call.
  
  After reviewing the situation, it seems there was a miscommunication when you spoke with our Customer Experience Center (CEC) about the availability of R22 refrigerant. Your technician’s information was correct: we no longer carry R22 due to its scarcity and high cost, and we haven’t for some time. As refrigerants evolve, such as the upcoming transition from 410A to 454B, certain types will become unavailable.
  
  We understand your frustration, and we’ve adjusted your invoice to waive the diagnostic fee, and apologize for any inconvenience. Please feel free to reach out if you have any further questions or concerns.
  
  Thank you again for sharing your feedback and for your understanding.

  Customer Answer

  Date: 10/17/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22171097, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Michael Johnson

• Initial Complaint

  Date:08/12/2024

  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.

  When my ** unit was first installed I was happy because they got them out there quick to install it. Two days after the install I realized they unplugged my deep freezer and $700 worth of food I had been stocking up was destroyed and all of it had to be thrown away.I called the office 4 times within the span of 2 months and asked if they reimburse me for the food I lost. Each time I called and was told my information would be provided to the claims department and that I would be hearing from the higher *** and never did.About 3 months after the install the ** unit stopped working and when the repairman came out to look at it he informed me a wire was corroded and needed to be replaced. I was in shock because the unit was only 3 months old.Since then my ** unit has stopped working twice and I have been able to get it running again on my own and that is with monthly maintenance of the drainage line and changing the filter properly.On 8/11/24 at 4:45pm, is the most recent time my unit stopped working. I spoke to *** and explained him the situation of the ** blowing hot air and needed someone to come look at it. I told him about how this has happened multiple times and the issue with the food going bad and he informed me of the extended warranty. This ** unit is still under a year old and don't feel like I should need an extended warranty for a brand new unit I am paying $13,000 for.*** informed me the repairman would be out by midnight and if he didn't make it out by midnight I would be one of the first appointments on 8/12/24.I never heard from anyone so at 5pm over 12 hours after I spoke to *** I decided to call and ask what was taking so long for them to get there. I was informed the tech was on lunch and would be getting to my home shortly.At 5:24, I finally received a call from the repairman **** and had to cancel because I assumed they weren't coming and had to leave and get food. I am now scheduled for tomorrow morning on 8/13/24.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

• Initial Complaint

  Date:08/07/2024

  Type:Sales and Advertising 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 were having an issue with our plumbing, called Pro Plumbing and asked them to diagnose the issue. The plumber came quoting $989 to dig to septic tank lid, open it, and run a line through the pipe to try and clear it. When the plumber dug down to the septic tank he opened it and stated the tank was full and the previous company who drained the septic tank a month ago had scammed us and our tank was still full. So the plumber stated he would only charge the $377.71 for digging the hole since he couldnt run the line through the pipe until it was drained. We called the sewage company to drain the septic tank (again) and they came within an hour. The sewage company stated the septic tank is supposed to look that full because of the water and the pipe the plumber needed was still easily accessible. The sewage company actually asked what the issue was and why did we even call them out there since nothing was wrong.. When the sewage company asked who the plumber was & I stated Pro Plumbers they stated never use them as if they have continual issues with them. I then had to pay a $265 service call fee to the sewage company, all because Pro Plumbing didnt know what they were doing or looking at. So I paid about $643 for nothing all because Pro Plumbing didnt know what a septic tank was supposed to look like and my problem was still not fixed.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

  Customer Answer

  Date: 09/17/2024

   
  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. The company reached out personally, listened and we had a wonderful conversation that I felt was productive. I appreciate their response. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/07/2024

  Type:Billing 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.

  This was the work done:Removed shower arm due to it leaking and re installed with Teflon tape, checked and tested no leaks and working fine at this time.This was the bill:TA S K D E S C R I P T I ****** Y P R I C E TOTA L 999997-0000 (1)After Hours Service Charge - $169 1.00 $169.00 $169.00 100001-0000 OT - Hourly Rate 1.00 $100.00 $100.00 300314-0030 Minor Repair, Level 2 1.00 $328.00 $328.00 PA I D ***** Y P E M E M O A M O ***** 7/6/2024 01 - ST Credit Card Charge Approved $597.00 POTENTIAL SAVINGS $59.70 SUB-TOTAL $597.00 TAX $0.00 TOTAL DUE $597.00 PAYMENT $597.00 Technician was there 20 minutes verified by my Ring doorbell. I understand the Hourly Rate and the Overtime charge. $328.00 to tape a shower arm and s**** it back in is gouging. Additionally, while we gave him our credit card, I did not authorize nor sign the invoice which was not forwarded to me until after the charge appeared on my credit card. I called twice and emailed once trying to get an explanation of this outrageous charge. I was told a supervisor named **** would call back, but I never received phone call. I also believe we were overcharged because we are out of state property owners.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

• Initial Complaint

  Date:08/06/2024

  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.

  The man that came out to our house took down my information. And I told home I wanted a ac system that will work I told him that I wanted a 3 ton unit and there is no insulation in my walls that my house is old and that I am going to put insulation in all my walls and open up the upstairs all in time . The man that came out his name was ******************* . I just found out not to long ago this year that ***** does not work for the plumbing and air **mpany no more . I also told ***** when he was doing the paper work that my air ducks need to be replaced and he said that most old air duck systems are better today than a new duck system but I told him I do not known how old my duck system is they used to be a old furnace system in my house . But I told ***** that I wanted my air duck system reworked or replaced. And there is no mention on my email or anything he wrote down about me getting 3 ton unit or nothing about my air duck system being reworked at all I financed this ac though a **mpany that the plumbing and air finance with . My unit has not worked right ever since they installed . My temperature goes up when the temperature is high outside so it does not stay on what I set it at but if the temperature is **ol out side it half way works . My old duck work under my house leaks **ld water off the old duck work . Now the **mpany The Plumbing air service ** is billing me for something I dont even no what there billing me for . And the **mpany told me they dont have anything on paper about my duck work or me getting a 3 ton unit I ask for to start with . So in short word they finance me and took my money and did not do what they where should have done to start with . I was treated un fairly . And now the unit that they put in runs all the time. . Where the installers got done with the work and installing the ac unit they just left and did not talk to my wife to let her know that they finished the job and I still got my old breaker box .

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

• Initial Complaint

  Date:08/05/2024

  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.

  Purchased a new AC unit, installed 12/2021, have had continued failures and the company Advanced Air has failed to repair this unit. Two senior citizens with health issues live here but cannot get adequate air conditioning resulting in serious ***** issues. Advanced air failed to replace a blower motor that was a year and a half old - and took 8 weeks to address the issue. Now, August 2024, they have failed to respond to an emergency issuse with lack of AC during the summer in August. Seek a full replacement of this unit immediately. It is a safety issue that they have refused to address.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

• Initial Complaint

  Date:08/01/2024

  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.

  Having A/C condensation problem. Had 2 different technicians come out and neither found problem. Called another company whose tech diagnosed the problem in 5 min.. have asked for manager to call me and for a supervisor to come out w/tech.. managers have not called after 2 requests!This system is only 2 years old and was installed I correctly!

  Customer Answer

  Date: 08/02/2024

  3rd tech came out today after my fruitless discussion w/manager. I read info and showed pics of 2nd opinion company. Problem in closet unit as well as attic. 3rd tech resealed bottom unit but did not address attic at all. 2 hours later condensation is back!

  Customer Answer

  Date: 08/06/2024

  It is now 8/6 and I am on appt. #9. Todays appt was 8-11am. Tech had fender ****** so they will send someone 2-5pm. Clearly this is NOT any kind of priority to them. This appt was to seal duct work. Sunday 8/4 was for condensation. Leak test done-no leak found. Havent heard a word about next step.I am past frustrated at this point. Please help!!

  Customer Answer

  Date: 08/07/2024

  After the 9th appt, 7th visit they r back to saying I need 7k of new duct work. I am too beat up to continue w/******** and am calling another company recommended by the 2nd opinion I got last week! Today I got an email from ******** wanting to schedule my duct replacement!! Quick to sell but forget service!!

  Customer Answer

  Date: 08/22/2024

  After 9 appts. And 7 visits, ******** has never addressed the actual problem. They have called twice to SELL me new duct work for $6600.. I have severed my relationship with g to his horrible business.

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
  We appreciate your patience and the opportunity to address your concerns

• Initial Complaint

  Date:07/30/2024

  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.

  Please note that I have filed complaints with the BBB twice already and the business never bothered to respond to you. I would like this made a matter of record and would like to see it reflected in their standing with the BBB. I have requested replacement for a faulty AC unit. While they did come out AGAIN and on their most recent trip, they replaced the motor, what I asked for was a replacement of the entire unit. I want this documented for the next time the unit breaks down, which is something I fully expect, as it has broken down numerous times already. Please make this a matter of record.All I want is a unit that works properly. If the unit continues to work properly from here on out, then I will be satisfied. But if it experiences problems again, which I expect, based on past performance, then nothing less than full replacement of the entire unit is acceptable. As I anticipate future problems, I want the BBB to maintain a record of my problems with this company and their refusal to respond.Thank you.

  Customer Answer

  Date: 08/15/2024

  I have not heard anything from his company. 

  Business Response

  Date: 10/22/2024

  Thank you for reaching out and sharing your concerns with us. We sincerely apologize for any inconvenience youve experienced with your AC unit.

  During our recent visit, we replaced the motor as part of our ongoing efforts to resolve the issues youve been facing. Our goal is to ensure that your system functions properly. That said, we understand your frustration given the unit's past performance.

  Please rest assured that we will continue to monitor your systems performance. Should any further problems occur, we will re-evaluate the situation with your concerns in mind and take the appropriate steps to resolve it. We genuinely hope that the recent repair resolves the issue, but if not, we will address the next steps accordingly.

  Your satisfaction is very important to us, and we appreciate your patience as we work to ensure a solution that meets your needs.

  Customer Answer

  Date: 10/22/2024

  Some information regarding previous communications is missing. I need to access this information in order to respond. 

  Customer Answer

  Date: 10/23/2024

  I think I may have figured out the issue. There seems to be two separate reports ongoing, one in my home state of ******* and this one for *******. The extensive documentation is likely linked to the Alabama file.