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.

close

Find a Location

Southern Home Services has 55 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Southern Home Services

  1060 Maitland Center Commons Blvd Ste 250 Maitland, FL 32751-7216

  
• 

  Allen Air Conditioning & Heating

  1302 Old Elizabethtown Rd Hodgenville, KY 42748-9486

  
• 

  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

  
• 

  Mission Plumbing, Heating & Cooling

  5729 Nieman Rd Shawnee, KS 66203-2864

  

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:07/26/2024

  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.

  On 5/17 I received a quote to replace air ducts which included $968 to repair a range hood vent that was broken. I accepted the quote, and air duct replacements were completed by 6/19. Total payment of $13,972 was paid with two checks, one for $6000, one for $7972 which was to cover the whole job. Range hood vent was scheduled for 6/23. The sub-contractor was unable to repair, and I was told *** would call and reschedule someone else to come out. They did not, and after I called several times and emailed to follow up, I was told I would receive a refund on 7/3/24. As of 7/26, I have received nothing, again, after repeated attempts on my part to follow up. I paid for a service, *** did not provide said service, and I want the amount I paid for the range hood vent refunded, which is $968.00. I have screen shots of the original quote and deposits to prove payment of the total amount. I have also included a picture of the vent that is still in need of repair.

  Customer Answer

  Date: 07/26/2024

  Why was this submitted for Southern Home Services in *******? My complaint is for Fox Service Company at ******************************************************************* 

  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: 09/05/2024

  Refund was finally paid so I now consider this matter closed. 

  Thank you,

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

• Initial Complaint

  Date:07/22/2024

  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.

  We asked the company to ***air our AC Unit on Friday 7/19/24 and paid $863. The technician did not ***air the unit properly and damaged part of the equipment during two visits. He informed us the unit could not be ***aired properly and encouraged us to ***lace it. The next day a different *** visited and went over ***lacement units with us. We called a different company and HVAC ***air person for a 2nd opinion who was able to ***air it. During the visit from the 2nd company they expressed concern that the tech from the Plumbing and ****** had rewired and bypassed many circuits in the outside AC unit, had removed an inline fuse, and destroyed a transformer in the outside unit. We also discovered our Nest thermostat was destroyed while the first tech was working on the unit. We have contacted the Plumbing and Service company multiple times to speak to someone to resolve the issue and no one has returned our messages or calls. We are also concerned their tech either did not know what they were doing and damaged our equipment or may have been incentivized to not ***air it so we would purchase a ***lacement. There is still the larger concern that the tech rewiring the unit could have damaged further equipment or caused an electrical fire with the removed fuse.

  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: 09/06/2024

   
  Complaint: 22024327
  
  I am rejecting this response because:

  The only response we have received is that your company would look into the situation.  A supervisor reached out to my spouse a month ago and we were told the same thing and we have yet to receive any other answer.  We believe the investigation should have not taken this long and we have yet to receive a direct answer to our complaints. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/17/2024

  We would like to address the concerns raised in the complaint by **** and ***** regarding the repair and replacement of their AC unit on July 19, 2024.
  
  Our technician was dispatched to the customer's home after-hours. Upon his arrival, he determined that the refrigerant level could not be checked because the unit would not stay on due to a failed capacitor. To remedy this, our technician offered a replacement capacitor and a hard-start kitboth of which were approved and signed for by the customer. Once the parts were replaced, the system was able to power on, allowing the technician to continue his diagnosis of the underlying issues, which he included in his invoice summary.
  
  Given the system's condition, the customer agreed to have a Comfort Advisor (CA) visit the following day to discuss further options for repair or replacement. On July 20, 2024, our CA visited the home and provided estimates for replacing the 2.5-ton dual-fuel system. After discussing their preferences, the customer opted for a single-stage value system with gas heat and electric AC, which they signed off on.
  
  The customer subsequently sought a second opinion after signing the paperwork for the system replacement. They later informed us that another technician from a different company repaired their unit for $300. The customer also claimed that the thermostat had been damaged and that the system had been rewired incorrectly by our technician.
  
  However, our technician has photographic evidence of the system operating correctly before he left the site on July 19, 2024. During our interactions with the customer, they did not mention any immediate concerns about damages to other parts of the system or the thermostat. Moreover, all estimates, system updates, and repair options were thoroughly explained to and signed by the customer during the process.
  
  We believe our team acted in good faith and followed all proper procedures. We are happy to review the matter further, but we stand by the work completed during the visits.

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22024327
  
  I am rejecting this response because:
  The tech who visited for the initial ***air did ***lace the parts as described.  However he also stated that the changes to the wiring may have prevented the system from turning off once it reached the proper temperature.  The damaged components in the unit and the damaged thermostat happened on the second visit later that evening.  The transformer and thermostat were both damaged on the second visit which no paper work was produced for.  We accepted the off to speak with the sales *** as the tech stated the unit was too old to ***air.  The response from the company does not address these issues directly. 
  Sincerely,
  
  **** *******

  Business Response

  Date: 10/30/2024

  Thank you for reaching out to us with these additional details regarding your recent service experience. We appreciate the time you've taken to clarify your concerns, and we apologize for any frustrations caused.

  After reviewing our records, it appears our technician replaced the necessary components during the initial visit, but we understand your concerns about the wiring changes and their potential impact on system functionality. We have made attempts to reach out to you to discuss your experience further and to provide clarity on our service steps, particularly regarding the damage you mentioned to the transformer and thermostat during the second visit.

  We want to ensure that your questions are thoroughly addressed and that you have a clear understanding of the options moving forward, including the recommendation from our technician regarding the systems age and condition. Please let us know a convenient time for us to connect or if theres an alternative way we can support you.

  Thank you again for allowing us the opportunity to resolve this for you.

• Initial Complaint

  Date:07/18/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Unauthorized by owner charge and work! Spoiler alert this is for a 5 minute job and a 10$ piece and they wanted $3672! On Friday July 12th I received a credit card alert for $504. The Charge was from from Fast of ******* I was definitely not prepared for this! We had called Fast of ******* to come in and address a running toilet because we are renting the property out and we are out of state, and the tenant(s) had notified us that the toilet was consistently running. When they got there the tech did their diagnosis and then presented 3 options on the ipad to a 19 year old college student ( who is obviously not the owner and was not the person who put in the request for service which was done by the owner). Option 1which was labeled their best option was to replace 3 toilets at a cost of $3672! Option 2 was to replace the guts of all 3 toilets ( which they call a rebuild) The part for this rebuild is about $30 at ********** and takes about 20 minutes- I had just rebuilt one of these toilets 2 weeks ago. ..their charge for that would have been 395/toilet or 1185 in total. Option 3 was replace 3 toilet flappers at a cost of 165/flapper for a total of $504 to install!!! This is a $10 piece and takes no tools or skills to replace. They asked her which she wanted to doThank God she chose the cheapest, but obviously still a rip off optionwhich again she did not place the call for service and had no authority to make any decisions and was obviously being completely taken advantage of due to her inexperience, feeling high pressured by the option of it costing $3672 and her vulnerability as a young girl of 19. I have the options estimates now and am ready to pursue further action. When a company offers 3 options including to replace a toilet at $1224 x 3 toilets for $3672 total ( no matter what the cost) for a flapper fix which costs 10$ and would take anyone who is unskilled 5 minutes to clip on they are obviously predators!

  Business Response

  Date: 07/30/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. We are committed to providing high-quality service and addressing any concerns that arise.
  Please be assured that we are currently looking into the issue and will take the necessary steps to resolve it. Your feedback is important to us, and we appreciate the opportunity to make things right.
  In the meantime, if you have any further questions or additional details to share, please do not hesitate to reach out to us.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22007160
  
  I am rejecting this response because:

  basically a non response / cut and paste for every complaint theyve ever had.  Only responded to buy more time.  There is a scam going on here either its isolated or its widespread.  This was unauthorized work by owner and a 19 year old tenant was given options to replace 3 toilets when only 1 flapper was needed!.  If this is isolated they will quickly correct it if this is the business model to bamboozle unwitting consumers into making unnecessary repairs then Im more than happy to take this much further.  At this point I will settle for no less than a full refund .  If that is not an acceptable resolution I will continue my plight to expose this for what it is.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 09/05/2024

  Thank you for bringing this matter to our attention. I want to sincerely apologize for any frustration or inconvenience this situation has caused. At FAST of *******, we take customer satisfaction very seriously, and we regret that your recent experience with us did not meet your expectations.

  
  One of our plumbers visited your residence to address the issue of constantly running toilets. As per our standard procedure, the technician provided three options: a full replacement, a rebuild, or an immediate repair. The repair option, priced at $504, was selected and completed without any technical issues. The payment was processed and signed for, indicating the acceptance of this service.

  
  We understand that the concerns arose following this, particularly regarding the involvement of your 19-year-old daughter in the decision. Please know that our technician was not aware that she was your daughter or that the decision to proceed with the repair was unauthorized by the homeowner. In an effort to resolve the issue and maintain our commitment to fairness, we offered a partial refund of $200, which was unfortunately declined.

  
  While we understand the sensitivity of the situation, we always strive to present clear options and pricing upfront. We deeply regret if this caused any misunderstanding, and we remain committed to addressing your concerns.

  
  If there is anything further we can do, or if you would like to discuss this matter in more detail, please feel free to reach out to our team directly.

• Initial Complaint

  Date:07/17/2024

  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.

  Called on 16 July to received diagnosis cost and was told $89 and if they completes the service, it would be waived and I would pay for the service but not the diagnosis. They did the diagnosis today the 17th but he charged 225 instead of 89 and nothing was waived. The service was another 225. In total I paid 450. I called back and the young lady said the diagnosis was only supposed to be 89. She said she would speak to a supervisor and have them call me. I'm filing just incase they never call back. When you call, it also indicates that all calls are recorded.

  Business Response

  Date: 07/30/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. We are committed to providing high-quality service and addressing any concerns that arise.
  Please be assured that we are currently looking into the issue and will take the necessary steps to resolve it. Your feedback is important to us, and we appreciate the opportunity to make things right. In the meantime, if you have any further questions or additional details to share, please do not hesitate to reach out to us.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22004171
  
  I am rejecting this response because: I never received a call and it's been 2 weeks. Once I speak to someone then I'll make a decision.
  
  Sincerely,
  
  ***** ***

  Customer Answer

  Date: 08/15/2024

  Today is the 15th of August and no one has reached out to me regarding the problem and the hot water heater is not fixed.

  Business Response

  Date: 10/22/2024

  Thank you for reaching out to share your concerns. After thoroughly reviewing our records and the service history for your tankless water heater, I would like to clarify the following:

  1. The unit in question is a 3-year-old tankless water heater that we did not install.
  2. Our team responded to two service calls for this unit. The first call (Job #*********) involved diagnostics, where the initial diagnostic was updated to reflect a tankless-specific diagnostic (PS-2149-00120) and a tankless water heater test and pilot light service (PS-2144-0060). Both services were approved and signed for by you, and each was billed at $225.
  3. On our second visit (Job #*********), we spent over two hours consulting with Rennai tech support. Their assessment concluded that the gas pressure was good and the unit was functioning properly. They suggested that potential air infiltration into the gas line, possibly due to nearby construction, could be causing the issue. There was no charge for this visit.
  4. After this follow-up, we did not receive any further communication from you until this current complaint.

  We take customer satisfaction seriously and would like to resolve any remaining concerns you may have. Please feel free to reach out so we can discuss the matter further.

  Thank you for your time and for allowing us the opportunity to assist you.

  Customer Answer

  Date: 10/23/2024

   
  Complaint: 22004171
  
  I am rejecting this response because: it is not a 3 year old tankless water heater. It will be a 2 years old in Jan. *** all never called me back about my complaint. The last time the guy came out, it worked for one day and I paid someone else to fix it. He even explained the problem and he fixed it within an hour. It only cost 150. I'll never do business with you all again. Thanks for getting back to me months later.  
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 10/30/2024

  Thank you for providing additional context regarding your tankless water heater service, and we apologize for the delay in addressing your concerns. We regret any inconvenience caused by the service experience and the lack of follow-up youve mentioned.

  We appreciate the clarity you've provided about the heaters age and your efforts to resolve the issue. While we aim to ensure each of our customers receives reliable, long-term solutions, its clear that we did not meet those expectations in this instance, and for that, we apologize.

  Your feedback is invaluable, and wed like to connect at your convenience to understand your experience better and to explore ways we might address any remaining concerns. Please feel free to let us know if theres a preferred time to reach you directly, or if theres another way we can assist.

  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 10/30/2024

   Given the circumstances, I would appreciate  it if you could issue a  partial/full refund since you all were not able to fix the hot water heater. My number is in the system under ***** *** starting with 817. The notes should show that I called multiple times asking for someone to call me back and I never received a call. Please give me a call any time after 12pm. 

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22004171
  
  I am rejecting this response because:

  Given the circumstances, I would appreciate  it if you could issue a  partial/full refund since you all were not able to fix the hot water heater. My number is in the system under ***** *** starting with 817. The notes should show that I called multiple times asking for someone to call me back and I never received a call. Please give me a call any time after 12pm. 
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 11/06/2024

  We have reached out to the customer directly and reached an agreement on a solution.

  Customer Answer

  Date: 11/08/2024

   
  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:07/10/2024

  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.

  ****** installed a new a/c unit 7/2/2024 at ***** and *********************** who are my elderly 86 year old parents home inflating the price charging them $12,000 which should've cost at *** $7,000. A permit wasn't pulled to complete this job nor the locking refrigerant caps placed on the unit. I feel they were taken advantage of and are confused about this incident. they are on a fixed income and have to pay their caregiver to help them!

  Business Response

  Date: 07/23/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the concerns and inconvenience your parents, ***** and *******************, have experienced with the recent air conditioning installation on July 2, 2024.

  
  Please rest assured that we take these allegations very seriously. We are currently conducting a thorough investigation into the pricing, permit, and installation process associated with this job. Our team is committed to ensuring that all work is carried out to the highest standards and in compliance with all regulations.

  
  We understand the importance of transparency and fairness, especially for our elderly customers on fixed incomes. We aim to resolve this issue promptly and ensure that your parents are satisfied with our service.

  
  Thank you for your patience as we look into this matter. We will update you with our findings and any corrective actions as soon as possible.

• Initial Complaint

  Date:07/06/2024

  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.

  My name is ***************************, and my mother-in-law, ***********************, had work done by Pro-Plumbing. She is elderly, so I'm filing this claim on her behalf. These are the current problems she is experiencing after the plumbing was done by Pro-Plumbing in *********, **. The little bathroom upstairs is leaking to the bathroom downstairs. Pro-Plumbing brought Celotex. It did not fix the problem. It is still leaking. It is also leaking under the upstairs bathroom sink underneath the sink. She was told the water nozzle at the basement sink worked fine. When we try to spray it, water comes out at an angled trickle of water without adequate pressure to make a functional spray. She was overcharged for the septic tank. She personally paid for the concrete and rock herself from a different vendor. The price she then paid Pro-Plumbing for the septic was exuberant. We spoke with another plumber who confirmed the unethical mark-up. The upstairs toilet in the master bathroom bubbles up from the toilet when other plumbing is in use. For example, if clothes or being washed or the kitchen sink is being used, water bubbles up and the toilet makes a gurgling sound. It sometimes bubbles out of the toilet onto the floor. The price of the **** pump was marked up at a ridiculously high rate. They were supposed to have cleaned out the kitchen sink pipe. There is a putrid smell coming from the sink. All of the pipes were supposed to be replaced. They were not. They would pre-charge my mother-in-law each time they came to do any work at all, when the previous work had not been done properly. She was constantly paying exuberant amounts upfront, and her plumbing is still not working properly. This type payment is unethical for work not done. She was charged for 4 toilets when she received 2. This also occurred with the faucets. The head of the corporation was supposed to contact us, and they never did. I have tried repeatedly to call the headquarters, and no one answers.

  Business Response

  Date: 07/30/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. We are committed to providing high-quality service and addressing any concerns that arise.
  Please be assured that we are currently looking into the issue and will take the necessary steps to resolve it. Your feedback is important to us, and we appreciate the opportunity to make things right.
  If you have any further questions or additional details to share, please do not hesitate to reach out to us.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/30/2024

  We do not know if its acceptable or not because all theyve said is they are looking into it which basically means nothing at this point. We may never hear from them again. There is really no way to know if this is acceptable. *** read others comments that the company says they will do this and that, but they never do. What steps should I take in this case? I dont feel that theres a way that I can indicate whether this is acceptable or not. I can attach additional paperwork if needed. Just not sure what to do at this point. I can attach the paperwork in the next day or two if BBB feels this would be best. I just dont know how to respond. If I respond that its unacceptable, does that mean they can just stop at that and thats the end of it? Also, if I respond acceptable, they will definitely do nothing. 
  Thanks!

  Customer Answer

  Date: 07/31/2024

   
  Complaint: 21950982
  
  I am rejecting this response because: 

  There is nothing in this response to accept. This matter should have previously been looked into during the last 6 months, I have spoken with the **************** three times, and I was told they would have someone to call me who is upper management and above the company that is located in *********, **. We have received calls saying that my mother-in-law owes additional money, when in fact,  the money that she has already spent is more than sufficient for the work thats been done at her house. I do not understand how she can owe more when she was paying before work was even done. The work that was done is subpar. Our concerns continue to be unaddressed. Simply stating that you are looking into the matter is simply not enough. Please contact us again once youve looked into it and truly try to fix the problem. 
  Thank you!

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

  Business Response

  Date: 09/05/2024

  I hope this message finds you well. I am writing to address the concerns raised in your recent complaint.
  Firstly, please accept our sincere apologies for the frustration and inconvenience you have experienced. We understand that the situation has been challenging, and we regret that we have not yet reached a satisfactory resolution.

  
  Our Plumbing Manager, *****, has previously met with the Gobble family on several occasions to discuss the work performed. We are aware that the family declined further on-site repairs and contact from our branch after those discussions. Nevertheless, we genuinely want to address any remaining issues and ensure that all necessary repairs are completed to your satisfaction.
  It has come to our attention that some of the issues, such as bubbling and concerns with sanitary drains, were initially addressed with estimates that were declined. Additionally, we recognize that differing opinions within the family have contributed to the confusion regarding the work to be done.

  
  To move forward constructively, we propose that ***** visit the familys concrete company, located approximately 1.5 miles from our office, to meet with ***************************, the son-in-law. We hope to have the opportunity to make any necessary adjustments or repairs as per your preferences.

  
  As a gesture of goodwill, we also intend to waive the remaining balance of $6,200. We hope this step will help to demonstrate our commitment to resolving the matter to your satisfaction.
  Please let us know if there is a convenient time for ***** to visit, or if you prefer an alternative arrangement. Your satisfaction is our top priority, and we are committed to addressing any remaining concerns.
  Thank you for your understanding and patience as we work to resolve this matter.

  Customer Answer

  Date: 10/11/2024

  We would like to reply to this message. My father-in-law died on Aug 31, and everything has been put on hold while dealing with his death. This is why we have not been in contact. We have just now read the business response. Please tell the company we would like for the local office to call the concrete company and arrange a meeting with me. 
  Thank you!
  ***** ********

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

  Customer Answer

  Date: 10/14/2024

  Date Sent: 10/11/2024 12:59:25 PM
  

  We would like to reply to this message. My father-in-law died on Aug 31, and everything has been put on hold while dealing with his death. This is why we have not been in contact. We have just now read the business response. Please tell the company we would like for the local office to call the concrete company and arrange a meeting with me. 
  Thank you!
  ***** ********

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

  Business Response

  Date: 10/23/2024

  Thank you for taking the time to meet with us recently. We appreciate the opportunity to discuss your concerns. As we understand that you were not directly involved in the original work, we have agreed to meet with you at your mother-in-law's home to review all the work completed there.

  We are committed to addressing any issues or concerns you may have and are confident that we can work together to find mutually agreeable solutions. We look forward to scheduling the walkthrough with you at your convenience.

  Our goal is to ensure that you are fully satisfied with the services provided, and we are dedicated to resolving this matter to your satisfaction.

  Thank you for your cooperation, and we look forward to our continued communication.

  Customer Answer

  Date: 11/02/2024

   
  Better Business Bureau:
  
  Pro Plumbing has come out and discussed the problems with us. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as the follow-up is done. 
  

  The company has agreed to come out to the house and rectify any work that has been done to address the issues that werent previously fixed. The company is also researching the exuberant cost we were originally charged for the septic tank. It is my belief that the business is willing to fix what has been wrongly done. If not, we will be back in touch.

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

• Initial Complaint

  Date:07/03/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction: April 25, 2024Amount of money paid: $9449.00Business commitment: The business committed to install an HVAC system and wall access panel for accessing the interior unit.Dispute: Employees damaged equipment during installation and subsequently abandoned the project without completing the work on May 11, 2024. The business was paid in full on April 25, 2024. Employees were unusually interested in whether I am a veteran (which I am). This appears to be a veteran-targeted scam. A May 21, 2024, email from the business stated that an "ETA" would be given on when the work would be completed. No additional contact from the business as of June 30, 2024.

  Business Response

  Date: 07/10/2024

  We are writing in response to the complaint filed regarding the recent HVAC installation performed by our company. We understand your concerns about the damaged heat strips and the promised cover panel that was not provided due to a lack of necessary equipment at the time.

  
  We are pleased to inform you that we now have the required equipment available at our branch to address and rectify any issues from the initial installation. Our team is fully prepared to replace the faulty parts and ensure your system is functioning correctly.

  
  We have made multiple attempts to contact you via phone and email to schedule a return visit. Unfortunately, our attempts have only been met with messages expressing concerns about targeting veterans. We want to assure you that our commitment is to resolve any and all issues with your system and to provide you with the highest level of service, regardless of any background or affiliation.

  
  Please allow us the opportunity to address these issues by scheduling a visit at your earliest convenience. We are committed to making this right and ensuring your satisfaction with our services.
  Thank you for your attention to this matter. We look forward to your prompt response so we can resolve the issues with your HVAC system.

• Initial Complaint

  Date:07/03/2024

  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.

  In June, 2023, *** replaced the ** compressor in my home. In order to get a reduced cost for the job, I signed up for a one year subscription to their Family Value Plan at $25 per month. I expected this subscription to expire at the end of one year. Instead, without my approval, they rolled-over the subscription to the following year, starting July 2024. I was charged $25 on my credit card in June 29, 2024, the first charge for the new subscription. I called Ace twice, on Monday July 1, 2024, and again on Tuesday, July 2, to instruct them to terminate my Family Value Plan enrollment, and to refund me the $25 June 29 charge. I was told on both occasions by the operator that my request has been put through to their billing department, and that I would get a confirmation call-back. I have received no call-back to date. I just want them to terminate my enrollment, and refund me the $25 charged June 29.

  Business Response

  Date: 07/24/2024

  Thank you for bringing your concerns to our attention. We take all feedback seriously and appreciate the opportunity to address your issue.
  Our records indicate that your membership plan was renewed automatically. This policy is outlined in the membership agreement, specifically located on the far right below the signature line. We understand that this may have caused some confusion and we apologize for any inconvenience this may have caused. We have processed your credit card refund.
  Please let us know if there is anything else we can do for you at this time. Again, we sincerely apologize for the inconvenience. Thank you.

  Customer Answer

  Date: 07/24/2024

  I received the refund I was seeking, but only after my credit card bank notified the company of my complaint.  I do not recall receiving a copy of the alleged agreement for the Family Value Plan, which binds me to a rollover agreement unless i revoke, in writing, said agreement.  

• Initial Complaint

  Date:06/28/2024

  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.

  I was grossly overcharged for a simple plumbing job. Service was done on 6/24/24. The **** valve cartridge in my shower broke and needed to be replaced. The technician said that the cost for the part was $76. I have video doorbell, so I know exactly when the tech arrived and when he left. He entered my house at 1:38 PM and left at 14:16 PM. He spent total 38 minutes in my house working, getting paperwork ready and collecting the payment. He also told me that he "waved the service fee". To summarize: 30 minutes of actual work replacing $76 part. After he left, I come to find out that my credit card was charged $709.55 (invoice # ********). I was sure that this was a mistake. I called three times before the office manager ******** ******* called me back. She checked something and said that that the invoice was correct. I checked with other plumbing companies just to compare. The usual charge per hour of labor is about $170. So the fair price for this job would be about $160 ($85 for 30 min of labor plus $76 for the part). They overcharged me by over $500. A 30 minute job replacing $76 part should not cost over$700. This is illegal price gouging. I demand refund of $550.

  Business Response

  Date: 07/08/2024

  We sincerely apologize for the inconvenience and frustration you experienced with our service on 6/24/24. We take all complaints seriously and are currently looking into the details of your case to ensure a fair resolution. Our goal is to provide honest and transparent service, and we regret that you feel we fell short in this instance. We appreciate your patience as we investigate this matter further.

  
  Thank you for bringing this to our attention.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21915650
  
  I am rejecting this response because:

  no solution proposed
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 07/30/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience you've experienced. We are committed to providing high-quality service and addressing any concerns that arise.
  Please be assured that we are currently looking into the issue and will take the necessary steps to resolve it. Your feedback is important to us, and we appreciate the opportunity to make things right.
  If you have any further questions or additional details to share, please do not hesitate to reach out to us.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 21915650
  
  I am rejecting this response because:   there was no reply from the business.
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 07/31/2024

  I have no idea what clarification you need.  I was grossly overcharged:  $709 for simple 30 min job, which should have cost $200 at the most.  

  Business Response

  Date: 10/22/2024

  Thank you for bringing your concerns to our attention. After thoroughly reviewing our records, we were unable to find any service provided since October 14, 2019. Additionally, we do have an upcoming electrical service appointment scheduled for November 15, 2024.

  Regarding your mention of ******** *******, we want to clarify that no individual by that name has ever been employed with our company. Furthermore, the invoice you referenced does not align with the format of our internal records and processes.

  We would be happy to investigate this matter further to assist you. Please feel free to provide additional details, such as the specific service location, so that we can better assist you in resolving this issue.

  Thank you for your understanding and cooperation.

• Initial Complaint

  Date:06/27/2024

  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 deposited $6,329.00 (1/2 the cost) to purchase a Generac generator for my home on 6/12/2024. I explained to the salesman I may be moving in case I need to cancel. I called the next day to cancel the order and requested a reversal of the charge on my credit card. I have called 4-5 times over the past two weeks, and they still have not reversed the charge on my credit card.

  Customer Answer

  Date: 06/28/2024

  I spoke with the General Manager of the branch, and she assured me the charges would be reversed. This is after two weeks of calling.

  Business Response

  Date: 07/08/2024

  We sincerely apologize for the inconvenience you have experienced regarding your order cancellation and refund. We are currently looking into the matter to resolve it as quickly as possible. Your satisfaction is important to us, and we appreciate your patience. We will provide an update shortly.

  
  Thank you for bringing this to our attention.

  Business Response

  Date: 07/08/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused. We want to inform you that your refund has been processed. Please find the attached invoice reflecting this transaction.

  
  If you have any further questions or concerns, please do not hesitate to contact us.

  Business Response

  Date: 07/08/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience caused. We want to inform you that your refund has been processed. Please find the attached invoice reflecting this transaction.

  
  If you have any further questions or concerns, please do not hesitate to contact us.

  Customer Answer

  Date: 07/08/2024

   
  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,
  
  *******************