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

  
• 

  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:06/20/2024

  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.

  Had ac unit installed few years ago. Within a year we had issues. Trouble with not keeping correct temp. Installed new thermostat and problem ceased for few weeks. They came out and said low on Freon but did not check for leaks. Problem ceased again. Called out again and said need Freon but no leak check. Said needed two types of lights to help on mildew and dust said it will improve air and will remove mildew. Had issue with temp again and this time he said I needed a new pump. I said can you a least check it. So he poured water in it and said it works so you dont need a pump. Called for ac tune up few weeks ago. Tech came out and said no problems just need to purchase an electronic filter. Lights was not enough. I called **** with a complaint on tech not checking outside unit and just tried to sale me items. I became frustrated with **** and said youre not going to help me and hung up the phone. He did call back and said he would help with new filter. I tried calling him back several times with no luck. I then called ****** Air and they said I was 4 pounds low on Freon and had a leak on the inside coil and it would need to be replaced. I tried calling **** again and still no response. If ****** air says theres a leak and low on Freon then why didnt the Pro Plumbing techs see this issue all along. I believe there has been a leak this entire time and they did not inspect for leaks. Just wanted to sale me items like filters, lights and even mentioned at one time I need to clean ducts. They are more concern on selling items instead of fixing existing problems.

  Business Response

  Date: 06/21/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience or frustration you may have experienced regarding the installation and subsequent service of your AC unit.
  We take customer complaints seriously and are actively looking into the details of your case. Our team is investigating the history of service calls, the recommendations made by our technicians, and the actions taken to address the issues with your AC unit.

  
  We understand your concerns about the lack of thoroughness in checking for leaks and addressing the root cause of the recurring issues with temperature control and Freon levels.
  Rest assured, we are committed to resolving this matter promptly and to your satisfaction. We will be reaching out to you shortly to discuss the next steps and how we can best address the current issues with your AC unit.

  
  Thank you for your patience and understanding. We value your business and aim to provide you with the quality service you deserve.

  Customer Answer

  Date: 06/21/2024

   
  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,
  
  ***** Monday

• Initial Complaint

  Date:06/19/2024

  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.

  Swift Services due to clerical errors are unable to get an electrical inspector scheduled to check installation of (2) new panel boxes. One of them inside, the other is outside.This has resulted in my home not having power for 2 consecutive days and calls to Swift Services tell me it will be at least 2 more days.They have promised to make things right with vague results, such as providing a generator and industrial fans to cool the house.They have provided a generator so I can have power to my refrigerator but have not provided the industrial air movers.I have also had to spend money to eat out as I cannot cook. Swift Services has offered a hotel room but I have a dog that will not do well in a hotel, so that is not an option.I expect immediate results to properly inspect the wiring and the bill for the service to be free or at the very least reduced by half.

  Customer Answer

  Date: 06/20/2024

  Hello. My complaint is against Swift Services of ************ SC. 

  Business Response

  Date: 06/21/2024

  Please be assured that Swift Services is actively investigating the situation to resolve it as swiftly as possible. We are committed to addressing your concerns and finding a satisfactory solution. Our team is working diligently to expedite the inspection process and provide the necessary support to restore full functionality to your home.

  
  We acknowledge your dissatisfaction with the temporary solutions provided and are working on a more comprehensive response. Your feedback regarding the generator, industrial fans, and the hotel accommodation has been noted, and we are exploring alternative options that better suit your needs, including arrangements that accommodate your dog.

  
  We understand your frustration and sincerely apologize for the inconvenience caused. We will be in touch with you shortly to provide an update on our progress and discuss any further actions. Our goal is to make things right and ensure that you receive the service you deserve.

  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/02/2024

  Hello,

  Sorry I didn't respond sooner but I just wanted to mention that the company and I have come to a resolution that I have accepted.

  Thank you!

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

• Initial Complaint

  Date:06/19/2024

  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 10 May, I had an inspection / cleaning completed of my HVAC system. I was told my contactor on my AC needed replaced and was provided a quote if I wanted to have it done while the contractor was onsite, which I declined. I later scheduled a different company, with a much cheaper bid. Once they were onsite and had my AC cover off to replace the contactor, showed me the contactor and said there was nothing wrong with it so not sure why I was told it was bad and needed replaced. That said, it took four attempts to get someone to call to discuss. They indicated I misunderstood the report and it was only a suggestion that it was showing signs of wear and that they were not trying to upsell me on anything. They said they would provide additional training to the technician; but that does not resolve the fact I paid for a service call with another company and it was not needed.

  Business Response

  Date: 06/21/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience or confusion caused by the recent HVAC inspection/cleaning and the recommendation to replace the contactor on your AC unit.

  
  We take customer feedback seriously and are actively investigating the situation to understand what transpired during your service visit. Our team is reviewing the technician's report, communication records, and the details of your interaction with our company to ensure we address your concerns appropriately.

  
  We understand the frustration of feeling that a service was unnecessary, especially when another company provided a conflicting assessment. We are committed to resolving this issue to your satisfaction and will be in touch with you as soon as possible with our findings and a resolution.

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

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21874185
  
  I am rejecting this response because: it does not resolve the issue.  I have no problem with the company investigating the situation, but I do not accept they are investigating the situation as resolution to the problem I reported.  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 07/01/2024

  Good morning,

  Our HVAC manager spoke with the customer and let him know the reasoning for providing an estimate on replacing the contactor - it was due to the fact the points on the contactor were burnt. We are a preventative maintenance company performing maintenance at the time. We will always provide estimates on parts that show wear and tear and can potentially cause the system to fail, especially as we are entering the summer heat. Our HVAC manager listened to the customer stating that he had another company come out who stated the contactor wasn't bad. We can't speak to other companies' opinions, rather what we see during our maintenance visit(s). After learning that the customer had another company out, and to smooth over any concern the customer had, our HVAC manager let customer know we would come out and replace the contactor at no cost. The customer refused this free **********************.

  Customer Answer

  Date: 07/01/2024

   
  Complaint: 21874185
  
  I am rejecting this response because:  it is FALSE!  First, I tried contacting the company on three different occasions with no response.  Finally someone relayed my concerns to someone who did call me, again, after four attempts of reaching someone.  The second false statement, the manager that called me NEVER offered to replace the part for free.  He told me they would speak to the Technician and provide additional training as it was never their intent to oversell me on something I did not need, but simply he was trying to tell me there was wear and I should consider having the contactor replaced.  I do not have a recording of it, but the Technician made it sound as if failure was about to happen at any minute and I needed to get the contactor replaced immediately or lose my AC in the middle of the heat.  The quote sounded high to me so I declined at the time and received several different bids from other companies.  If ************* & Sons wants to replace the contactor and that is cheaper for them than playing the service fee that is acceptable to me; but this was never offered when the manager called.   
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 07/09/2024

  This does not make sense to close the request.  The first response said they were investigating my complaint and BBB asked if I would accept this as resolution.  Of course Ir rejected this response "as resolution" but completely understand their request.  {I will be honest, it feels like they know how to use the system because we both know this is no resolution.}  Then their second response was false information so of course I am not going to accept that, but it was written in a way that requires them to do nothing.  Had I accepted it, you would have closed the complaint and they had to do nothing but make a false claim so that is why I rejected it.  The second response did not offer anything to resolve the problem so I am not sure how BBB can say this is acceptable and just close the complaint.  As I stated, if the company would prefer to send another technician and replace the contactor (~$450) as opposed to simply refunding my service call cost ($25) then I am fine with them doing this, but again, the manager NEVER offered this when he called.

  I would request you reopen this complaint until they come out and install a new contactor since this was never offered when they spoke to me to resolve the complaint.  

  Sincerely,

  *****

• Initial Complaint

  Date:06/19/2024

  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.

  In 2020 I purchased a HVAC unit from Pro Plumbing, Heating, and air. It came with a 10 year part warranty. On June10,2024 my unit stopped working. I called Pro because that is who we bought it from. A tech came out that night and informed me that 3 different things were wrong with it. He said "I have never seen anything like that" and asked if we had had a power outage or anything that would explain it. I informed him we had not had a power outage. I was quoted $1333.31. I asked multiple times why it was so high because I had the warranty that would cover the parts. "That's just the price" is what I was told. I was being charged for using my warranty as well. I paid 1/2 that night. The next day I called asking questions again about the price. I asked for an itemized bill so I could see what I was getting charged for exactly. I was told "we aren't going to do that. We can't do that." The tech came out that afternoon on June 11 and was outside 10 minutes and came inside and replaced the thermostat on the wall (which was working fine) so he was here about a total of ***** min. He asked for the other 1/2 of payment. I asked could we be billed? He said no. So I paid him the other 1/2. I talked to other companies and they had no idea what this company was charging me for. I feel that they should be able to come up with an itemized bill to show exactly how much they were charging me and for what. The unit is less than 5 years old and ALL parts are under warranty.

  Business Response

  Date: 06/12/2024

  This response was taken verbally by the BBB:

  At this time the consumer has filed under the wrong Business. We do not have a customer in our system by this name. Please provide a receipt. 

  Customer Answer

  Date: 06/12/2024

  Pro plumbing air and electric 

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

  794 American Wy 

  ************ 27295

  Customer Answer

  Date: 06/18/2024

  Here is the invoice of what was charged. I paid 1/2 before the work was done and 1/2 after the work was done 

  Business Response

  Date: 06/21/2024

  We acknowledge your recent complaint filed with the Better Business Bureau regarding your experience with our company and the service provided for your HVAC unit. We sincerely apologize for any inconvenience or confusion caused during this process.

  
  Our team is actively investigating the details of your service call and the charges incurred. We understand the importance of transparency and clarity in billing, especially when it comes to warranty coverage and associated costs. Rest assured, we are working diligently to address your concerns and provide a satisfactory resolution.

  
  We appreciate your patience and understanding as we review the situation thoroughly. Our goal is to ensure that you receive fair and accurate information regarding the services performed and the charges applied. We will be in touch with you as soon as possible to discuss the findings of our investigation and work towards a resolution that meets your expectations.

  
  Thank you for bringing this matter to our attention, and we look forward to resolving it promptly.

• Initial Complaint

  Date:06/15/2024

  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 6/6/24 my ** stopped working. Since I purchased a service agreement with Ace Solves it All I contacted them 6/7/24.The sent a tech out, ****, on 6/8/24. He did his diagnostic and said the main computer board was bad and we needed a new one. I told him to proceed. After three business days without contact from Ace, I called to find out our status. According to ******* in the office. **** NEVER file a report so nothing was being done about my system. I requested to speak to customer **********************. ****** called me back and said ******* was mistaken The report was there and once I approve the estimate we can proceed. The emailed it to me, and I approved it. The next day, **** returned. After a few hours he announced he check ** top to bottom and it works perfectly. I paid hi $783.86 and he left. Two hours later we realize it is not working. The Nest thermostat has an ERROR E74, wiring problem. We call for service again. This time ***** comes out. When I mention ***** report, ***** picks up his work tablet and point to it and says, **** never filed a report. (is someone lying?)***** examined the system and told me the Nest thermostat was broken to replace it. Well that also was not the problem and the ** still does not work.This time they sent out ***. Upon arrival, *** says: ***** is a senior tech. He knows these things better than I do. I dont like Nest and do not work much on them. When I tried to explain what ***** (the senior tech told me, *** yells at me: ***** is NOT god. ***** does not know everything. I DONT CARER WHAT ***** TOLD YOU. Screaming the whole time, in my own house, and telling me I dont know what I am talking about . I am a disabled Vet with PTSD. Because I was getting so nervous I was shaking I asked him to leave. My ** still doesnt work, *** said they will not complete the job. Will not honor service contract or come out again.

  Business Response

  Date: 06/17/2024

  Ace Solves It All replaced the control board for *************************** which was out of warranty,  He was invoiced $783.86.  It apparently did not fix the problem.  We are out the cost of the control board but in an attempt to make the customer happier I am willing the refund the $450.  

  Customer Answer

  Date: 06/17/2024

   
  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.
  For Aces information, according to the company that came out was the power wire was not connected to the Nest upstairs. This was done by a tech as no one else had touched the wires. The original thermostat was not the problem until that point. In fact, the thermostat that is place, working, is the one the Senior Tech said was broken.

  The main problem was a leak in the *** with low pressure. Their first technician specifically said he checked the pressure. The senior tech said he checked the whole system. Did not specifically mention the pressure, but I would think checking everything met.

  As soon as the Freon was added, the cooling started to work properly and the house is cool.

  I regret it took contacting the BBB.

  Please notify the company that the previous credit card they have on file for my account was cancelled and the charge disputed. I will contact the bank to find out what to do next.

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

• Initial Complaint

  Date:06/12/2024

  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.

  This is in regards to A+ heating and cooling in *******************. My A/C went out the wk. of May 27th.&my unit is still under warranty. I also have a 10 yr labor warranty which apparently the salesman made a big mistake with this b/c after the first yr. I was told by one of the ladies in their office that I only had a 1 yr labor warranty. I had to email them my contract as proof. They came 05/29,This time I was told it was my TXV valve and that it had caused the refrigerant to leak out. Was given an estimate for 9 lbs. for just the refrigerant,$1238.40. This price the technician said was if I bought a membership for $199.00 to get a 20% discount. My total estimate was $1534.43! So I did some research online and called out another local company. He found the part locally and fixed it and it did NOT require any Refrigerant! I had to pay labor to this company which was a fraction of the cost A+ was charging me but still wasnt cheap. Back In March when I had maintenance done,a 2nd person showed up from A+,and told me it was time to ck. my duct work and although he nor the tech didnt go under my home, he opened the door & took pics of just the opening b/c I can see out my window, he told me it needed replacing and gave me an estimate for over $8000, said if I didnt, it would leak air and cause my unit to work harder and my light bill to be higher. I then paid someone else to come check it and there were no leaks! I have over 3 yrs labor warranty left and I want this company to stop trying to scam me and fulfill this contract agreement. I know their goal is to recoup their losses on the labor but I am so tired of their endless ways of trying to make me believe I need repairs when I dont. I have no faith in this company at all but they still need to honor my contract I was sold so I wont have to take any further steps. One of their customer solutions advocate, *****, was notified about this and I recd an email mgmt would be notified but Ive heard nothing back

  Business Response

  Date: 06/21/2024

  Thank you for bringing this matter to our attention. We apologize for any inconvenience you have experienced with our service. Please be assured that we are taking your complaint very seriously.
  Our team at A+ Heating and Cooling is currently investigating the issues you have raised regarding the discrepancies in your labor warranty, the handling of your recent service call, and the estimates provided. We are committed to resolving this situation promptly and will provide you with a detailed response as soon as possible.

  
  We appreciate your patience and understanding while we look into this matter. If you have any additional information or documentation that you believe would be helpful in our investigation, please feel free to share it with us.

  
  Thank you for giving us the opportunity to address your concerns.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21839356
  
  I am rejecting this response because:it states if I choose accept it closes out the case. I do not want it closed out, I do accept that they will investigate further and then get back to me. I have attached copies of some of my records but I do have more. I hope they will show, and I included the invoice where I had to pay the other company to do the correct work on my unit. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2024

  Thank you for taking the time to share your concerns with us. We sincerely apologize for any frustration or misunderstanding that may have occurred during your recent service experience.

  
  At A+ Heating & Cooling, we strive to ensure that all our customers fully understand the scope of the services we provide, including the associated costs. While your system is covered under a 10-year parts and labor warranty, refrigerant is not considered a part or labor, which is why there was an additional charge for that portion of the repair.

  
  That being said, we genuinely regret that this caused any dissatisfaction. We would be more than happy to further discuss this issue with you, including the breakdown of costs and any possible resolution. However, we understand that you have since engaged with another service provider who has completed the repair, and we respect your decision.

  
  Should you wish to revisit the matter or have any further questions, we remain available to have an open conversation. We are committed to making every effort to resolve this in a manner that ensures your satisfaction.
  Once again, we apologize for any inconvenience and appreciate your feedback. Please do not hesitate to contact us if you would like to discuss this further.

  Business Response

  Date: 09/10/2024

  Date Sent: 9/5/2024 9:23:14 AM
  

  Thank you for taking the time to share your concerns with us. We sincerely apologize for any frustration or misunderstanding that may have occurred during your recent service experience.

  
  At A+ Heating & Cooling, we strive to ensure that all our customers fully understand the scope of the services we provide, including the associated costs. While your system is covered under a 10-year parts and labor warranty, refrigerant is not considered a part or labor, which is why there was an additional charge for that portion of the repair.

  
  That being said, we genuinely regret that this caused any dissatisfaction. We would be more than happy to further discuss this issue with you, including the breakdown of costs and any possible resolution. However, we understand that you have since engaged with another service provider who has completed the repair, and we respect your decision.

  
  Should you wish to revisit the matter or have any further questions, we remain available to have an open conversation. We are committed to making every effort to resolve this in a manner that ensures your satisfaction.
  Once again, we apologize for any inconvenience and appreciate your feedback. Please do not hesitate to contact us if you would like to discuss this further.

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 21839356
  
  I am rejecting this response because: I know what my contract states and what is covered. I was upset because your A+ technician lied about the unit needing refrigerant. The other company I called out repaired the unit and did NOT have to replace any refrigerant at all. He repaired my unit under warranty and because A+ technician gave me false information, it cost me over $600.00 for labor to the other company. I absolutely will not do this again. This was A+ way of not having to do any labor OR else they need experienced, knowledgeable techs that know what they are doing. In future if my unit needs repair while still under warranty , I expect them to  send out experience, honest techs, and that this company will fulfill the remaining warranty left should my unit need repairs. If they arent agreeable, we can settle this in other ways. 
  Sincerely,
  *************************

• Initial Complaint

  Date:06/10/2024

  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.

  I need help, I was scammed by Valley Heating and Cooling out of $2,039. He promised to pay me back for the parts. I need a unit, he gave me nothing. He has done this to others, well one person. He told me 40 to older are being scammed. I am eight one years old. He said a unit would cost $17,000 for a 3 ton unit.June 30th, I paid $515 Oct, I paid $386 Oct 31, I paid $1653

  Business Response

  Date: 06/21/2024

  Thank you for bringing this matter to our attention. We sincerely apologize for the inconvenience and distress this situation has caused you.
  We are currently investigating the details of your complaint regarding Valley Heating and Cooling and the payments you made for parts and services that were not delivered as promised. We take such matters very seriously and are committed to resolving this issue promptly.

  
  Our team is gathering all necessary information and will get back to you as soon as possible with an update. In the meantime, if you have any additional details or documents that could assist in our investigation, please do not hesitate to share them with us.

  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 07/24/2024

  See attachment for response from consumer.  

  Business Response

  Date: 09/05/2024

  I hope this message finds you well. We are writing to address the concerns you raised in your recent complaint. We genuinely appreciate you bringing this matter to our attention, and we would like to extend our sincerest apologies for any inconvenience you have experienced.

  
  Our General Manager has thoroughly reviewed the details of your case. To provide clarity, here is a summary of the situation based on the information provided:
  1. Our technician visited your home in response to a cooling issue. During this visit, several problems with the unit were identified, and you chose to proceed with the installation of a new unit rather than opting for a costly repair.
  2. You signed an application for a *** program, which involved financing through the utility company. You also visited the *** office to ensure that the billing was directed to your home address rather than the installation location.
  3. The installation was completed as scheduled, followed by a follow-up visit to seal joints and meet *** requirements. Attached are the recordings of the technician informing you of their arrival and another call addressing your questions about the installation and payment.

  
  Regarding the specifics mentioned in your complaint:
  -The cost of the new unit was $11,735, not $17,000 as stated.
  -A repair bill of $1,653 was for a visit to a different address, not the installation location. This charge is unrelated to the current situation.
  -A charge of $340 for a repair at the installation location was adjusted to $0 on March 22.
  -Additionally, there are outstanding bills for service calls on June 6 and June 13.

  
  We understand that this situation may have caused frustration, and we are truly sorry for any confusion or miscommunication. We strive to provide clear communication and efficient service, and it is disheartening to hear that we may have fallen short in your case. Please feel free to reach out to us directly if you have any further questions or concerns. We value your feedback and are committed to resolving any outstanding issues to your satisfaction. Thank you for your patience and understanding.

• Initial Complaint

  Date:06/07/2024

  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 recently had a highly disappointing experience with Advanced Air Home Services on 6/6/2024. My A/C unit needed a capacitor replacement, and they charged me a staggering $491 for a capacitor, a part that takes 5 minutes to install. Upon consulting Carrier, the manufacturer of my A/C unit, I was informed that the cost for the capacitor should be significantly lower, I also called a Carrier parts seller, I was told original equipment part was $160. ******* also confirmed that my unit, which is only 6 years old, is still under warranty for 10 years, as I am the original owner, unit was installed in 2018 It's shocking that Advanced Air Home Services would charge such an exorbitant amount for a part that is covered under warranty. This feels like a blatant attempt to overcharge homeowners.I have attached images of the invoice from Advanced Air Home Services and the chat with Carrier for anyone who needs to see the proof. It's unacceptable for companies to exploit customers like this, and I hope this review helps others avoid a similar experience.

  Business Response

  Date: 06/21/2024

  Thank you for bringing this matter to our attention. We are sorry to hear about your recent experience with Advanced Air Home Services and the concerns you have raised regarding the capacitor replacement on your A/C unit.
  We take all customer feedback very seriously and are committed to resolving this issue promptly. Our team is currently looking into the details of your service visit on 6/6/2024 and will thoroughly investigate the charges and the warranty status of your unit.

  
  Please allow us some time to review the documentation you have provided and consult with the appropriate parties. We will get back to you as soon as possible with a resolution.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 06/21/2024

  I will be waiting for a response from the Business, I will appreciate this issue be resolved in a timely manner.

  If more information is needed, do not hesitate to reach out.

  thank You

  Customer Answer

  Date: 06/25/2024

   
  Complaint: 21818778
  
  I am rejecting this response because:

  I will be waiting for a response from the Business, I will appreciate this issue be resolved in a timely manner.

  If more information is needed, do not hesitate to reach out.

  thank You

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

  Business Response

  Date: 09/27/2024

  Dear Mr. ********************* you for taking the time to share your experience. We understand your frustration and regret that you are dissatisfied with our service.
  
  At Advanced Air Home Services, our pricing includes more than just the cost of parts. We employ highly skilled and experienced technicians who undergo extensive training, background checks, and continuous education to stay current with industry standards. This ensures that the work performed is of the highest quality, and your system operates as efficiently and reliably as possible. We also offer upfront pricing to all of our customers, and the quote you received included both the part and labor required to install it, along with the associated warranties and guarantees for our work.
  
  Additionally, while we understand your unit is under a manufacturers warranty, its important to note that warranties often require proper, documented maintenance, including twice-annual servicing. Without these, the warranty may be voided.
  
  We value transparency and always strive to ensure our customers are informed about every aspect of the service provided. We regret that your experience was not in line with your expectations, and we would be happy to discuss this further with you to clarify any details or concerns you may still have.
  
  Please feel free to reach out directly, and thank you again for your feedback.

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 21818778
  
  I am rejecting this response because:

  Theres no contact information provided,

  I had contacted your office and business several times in the past and got no response, even left 2 messages with the business phone operator and I never got a call back.

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

  Business Response

  Date: 10/11/2024

  Dear Mr. ******************** you for your feedback. We apologize for the frustration you've experienced regarding the lack of communication and for any inconvenience this has caused. We want to assure you that customer ********************** is a top priority for us, and we are taking this matter seriously. 

  We are sorry to hear that your previous messages were not returned. We will investigate why this occurred to prevent it from happening in the future. 

  We strive to provide a positive experience for all of our customers and would like the opportunity to make this right.

  Thank you again for bringing this to our attention. We will reach out to you to discuss this moving forward. 

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 21818778
  
  I am rejecting this response because:
  
  Southern Home Services/Advance Air Home Services has not made any attempt to resolved this, its been since June 2024 from when I reached out to complaint, I see many customers complaining about this company practices, charging exorbitant amount of money for parts and labor, theyll come and threaten you to leave without fixing anything if you dont the large sum of money they are asking for or theyll do the work and present you with a ***** ****.

  This company should be investigated by the ***, I am in the process of submitting a class action lawsuit, as this hasnt been resolved, youll hear from our lawyers. 

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

  Business Response

  Date: 10/23/2024

  We sincerely apologize for the inconvenience caused to you and are working on a resolution with the information provided. Thank you!

  Business Response

  Date: 10/25/2024

  Dear Mr. ************************ you for your response.
  
  We would like to clarify that while the part in question, in this case a capacitor, may be relatively inexpensive, the service and labor involved in replacing it require specialized training, education, and knowledge. ************ contain high-voltage components that present significant risks, and proper installation is crucial for safety and system performance. Our technicians are highly trained, insured, licensed and bonded professionals who adhere to the strictest safety standards.
  
  Additionally, it is our policy to review all proposed work and associated costs with each homeowner prior to beginning any service. This ensures transparency and mutual agreement on the scope of work. In this case, the pricing was clearly communicated, and the agreement was signed by you before any work commenced.
  
  As you have now referenced legal action in your response, we are unable to address this matter further at the local level. From this point forward, any communication regarding this issue will be handled by our legal team.
  
  Thank you for your understanding, and we wish you the best moving forward.

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 21818778
  
  I am rejecting this response because:
  
  I did not sign any paperwork mentioned in the Business response, I was on a trip for work, the 2 person that visited my house, threatened my mother in law to leave without fixing the issue, this business gouges prices and pressure customers onto signing work orders, theres thousands of complains from customers about how the business operates.

  This definitely will be handled in court 
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/08/2024

  Thank you for bringing your concerns to our attention. We are committed to providing a transparent and positive experience for all our customers, and we take all feedback seriously.

  Regarding your comments:

  Signed Documentation: Our records indicate that signed approval was obtained prior to beginning the service. However, if you believe there was an error in this process, we would be glad to review the documentation with you in detail.

  Interaction with Our Technicians: We hold our team members to high standards of professionalism. The conduct you described is not reflective of our company values, and we are actively reviewing this incident. Please know that we do not condone or support any form of pressure or intimidation.

  Pricing and Transparency: Our goal is to maintain clear and upfront pricing. If there is any specific concern regarding the pricing of the services rendered, we invite you to discuss it with us directly. We believe in offering value and ensuring that our customers are satisfied with their **********************.

  We are committed to resolving this matter and hope youll allow us the opportunity to address your concerns.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 21818778
  
  I am rejecting this response because:
  Business has not attempted to reach out via email, mail or phone call, the business continues to make up excuses for their operations, I am providing  additional proof, I am not the only one who is getting scam.  The technician and supervisor, both arrived at the same time, it was the supervisor who ordered the tech to leave if my mother in law didnt sign and agreed for the work to be performed. The tool completed the work in 15 min, I consulted with many HVAC professionals and all agreed, it takes less than 10 minutes to replace a capacitor.  I have attached one of thousands of reviews who disagree and complain how this company operates and charges customers an exhortation amount on their invoices
  Sincerely,
  
  ***** *******

  Business Response

  Date: 11/22/2024

  Mr. *******,

  We will be reaching out to you directly with a resolution via phone call.

  Thank you for your patience and understanding. 

• Initial Complaint

  Date:05/22/2024

  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.

  Upon instalation one week called- no airflow to downstairs bedroom. Three days after compressor continually running. Called. ***** investor service man came out and said the unit was set for airstrip heat which is extremities expensive. The filter unit from last air conditioner which was also Lenox has blue lights to aid I filtering air. They were removed and none replaced. Hendersonville inspector found gas leak in gas pipe. Letter written to main office in ******* they refused to help. . Got my gas bill it was double from last year. Research the therms used from 2 yrsago. Last year in April therms usecwas 41 this year in april it was 84.called dominion energy. He stated for this unit it was using too much gas. He said I should call another havc. Called Horizon. This is what techntion wrote Inspected system costumer had complaints of high gas usage. Found thermostat setting setup for incorrect system configuration. Thermostat was set up for ac only only outdoor unit. Inspected and found variable speed heat pump out door . Changed thermostat for proper duel fuel operation. Delays and staging timers mat need adjusted for maximum comfort heating once heating season returns. Dry poor installation pipes in way of walking loose wire haninging on floor . I am beyond afraid to use this systems Ii paid over15000 for this unit. Also was suppose to get Lenox rebate of 850 $. Received only 625$. I feel very UNSAFE using this unit. I would like the company to remove entire unit except filter system which was already there. They can keep ******* dollars and give me a refund of 13245$. Please help me. I am 81 my husband is 86. I take care of. Most of the household. This experience has been so scary and frustrating for me. It like what next is going to happen should I hire a lawyer.

  Business Response

  Date: 07/29/2024

  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.

• Initial Complaint

  Date:05/19/2024

  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 may 2 i ordered a service package from plumbing and air for $199. i was then scheduled May 13 - which was cancelled - may 15 - also cancelled and may 16 -cancelled after the third cancellation i requested to forgo service and get a refund - i advised i did not have faith in companys ability to arrive when the say - . THIS, is where everything went off the rails. the agent on telephone was unable to advise of the refund process ? unable or unwilling to explain exactly how or when the refund would occur. i was then escalated to a manager - ***** who advised me the refund had to be initiated via the corporate office and i would have the $ no later then may 16 ( a week later - and to call him directly if not ) . which never happened. then i spoke with ******* who promised it would be the next day May 17. I have still yet to receive my refund ??? the main office # is ************ ************** # ************

  Customer Answer

  Date: 05/20/2024

  i hope my message was coherent ?  As it stands, I am still awaiting my refund.  *** most frustrating ordeal stems from the same generic response each time.  *** standard reply is " We have to reach out to corporate office " - followed by a unkept promise to refund the money on the day promised.   Originally on  May 9th, the first manager ***** advised he had to 'call corporate' - and I had to wait a week until corporate did their accounting, and if I did not have my refund by  May 16, I was to call him directly at ************.  When I never got my refund - i called and left 2 voice messages with no reply.   I reached ***** the next morning, and caught him as he was boarding a plane- oddly enough the day he designated as the follow up,  coincided with his absence from the office..... then May 17 - I called office again - spoke with office manager ******* - who also said she had to " call corporate" for help - wherein she called me back that afternoon and guaranteed I would have the refund by the end of day Friday May 17.   this also never occurred  - by sunday May 19 - i still had no refund in my account and tried ***** again - he was less then helpful by now, we did not have a pleasant exchange at all at this point.  I am beside myself and distraught chasing this company endlessly for my refund.  

  Customer Answer

  Date: 06/05/2024

  i finally received my refund ( a week later than promised) 

  
  

  i dont doubt this company has not responded to you- they seem to be unable to operate here locally without first checking with their corporate office for anything. 

  
  

  i propose this company lose ANY authorization to 'pre-charge' for any services, UNTIL they are actually rendered .!! 

  
  

  furthermore i suggest if they have the ability to charge customers debit / credit cards 'real-time' - then it would stand to reason, they should also be able ( forced ) to refund in 'real-time' moving forward

  
  

  
  

  i have a feeling, this summer may comprise many other complaints against this company.