Complaints

This profile includes complaints for Southmoore Heating and Cooling's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Southmoore Heating and Cooling

  133 Addor Rd Pinebluff, NC 28373-5001

• 

  Southmoore Heating and Cooling

  PO Box 177 Pinebluff, NC 28373-0177

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:06/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a home last July that we rented for 4 years before purchasing. We knew the **** unit had continued problems so called south ***** to make sure the extended 10 year warranty would transfer to us from my landlords. We were told by southmoore that it would. For 8 months, 3 repairs were covered. This last repair that was needed we were contacted and told our warranty was no longer valid and I had to pay out of pocket ****** before they would service the unit. ******* the office manager was fine at first. However there as an issue with a payment we worked out. As soon as we found out we tried to make it right. She threatened to come on our property and take the part back. We know this is illegal and contacted authorities which told us it was illegal and we could charge them with trespassing and vandalism. ******* continually was rude and nasty. I have paper work showing my landlord paid for 10 years of part and labor warranty in 2016. South ***** is saying ******* (who the warranty was not purchased through) is not honoring the warranty as I did not originally purchase the unit. No one will explain to me where it said this. I have the paperwork from my landlord showing the payment and warranty droll my landlord via south *****.

  Business Response

  Date: 06/22/2023

  Warranty is assigned to the original homeowner and not the equipment and is not transferrable. We cannot honor a warranty this is non-transferrable. This is the manufacturers rule and not determined by Southmoore. Southmoore's payment terms are "Due at time of service." However, Southmoore agreed to allow ***************** to make payments. ***************** agreed to a payment arrangement, but then did not adhere to the terms she agreed to. **************** signed our invoice which states under our Terms of Payment that "All parts and equipment shall remain the property of Southmoore until paid in full. We reserve the right to remove parts and equipment that are not paid in full by 30 days."

  Customer Answer

  Date: 06/22/2023

   
  Complaint: 20218854
  
  I am rejecting this response because:

  they did not give me 30 days and threatened me after 5 days. She was so unprofessional and threatening. It is also illegal in ** to come on a property and take equipment.

  No one can provide me or my landlord with a copy of a warranty supplied by **************** stating that the warranty is not transferable. My landlord is the original home owner and purchased the unit from ****************. I have the invoice showing such. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 06/23/2023

  The initial payment agreed upon by ***************** was not made thus she was notified of our intention to remove the part.

  The warranty is not supplied by Southmoore. It is supplied by the manufacturer. The warranty issue is beyond our control. We supplied the manufacturer's phone number to the original homeowner on two occasions so that she could contact them directly.

  Southmoore Heating & Cooling, **** will not respond further to this complaint, as Southmoore has addressed all matters regarding this complaint.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20218854
  
  I am rejecting this response because: they are lying. We signed 30 days and literally she had someone on the way out here to pull the part 4 days after install. They are crooks. The warranty was purchased through ****************. Period. Per the original paperwork that has been included. Even ******* said the original warranty was purchased through ****************. They are a terrible terrible business. Actually no the management is awful. The technicians and secretary have been amazing. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/21/2023

  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.

  Southmoore Heating and Cooling, **** (Tel# ************)PO Box 177, *********,** ***** Date transaction-April 25 2016 $8500. (Ck # ****)Paid for ******************* & 10 YR Warranty for ************* Included.House got sold July 2022-Southmoore heating and cooling **** refused to Transfer Warranty to New Owner or Refund for the last three Years & 5 months of the Warranty for ********************** refuses to Honor Warranty or even continue to discuss it.I have the Original Invoice with 10YR Warranty for ************* written right at the bottom of page.You have different address and phone number than I do for Southmore Heating and Cooling ****

  Business Response

  Date: 06/22/2023

  Warranty is assigned to the original homeowner and not the equipment and is not transferrable. We cannot honor a warranty this is non-transferrable. This is the manufacturers rule and not determined by Southmoore. There are many HVAC manufacturers that do not allow for transfer of warranty.

  Customer Answer

  Date: 06/23/2023

   
  Complaint: 20215547
  
  I am rejecting this response because: My Orininal invoice from April 2016 states very clearly that there is a 10 year warranty for parts and labor on this unit. There was never any mention of any exceptions.
  
  Sincerely,
  
  *******************************