Complaints

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:02/24/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a three year service agreement from Southern Trust on July 15, 2023. The agreement covers 4 properties. Part of the agreement is to inspect the 4 properties in the spring and fall.
  
  From the beginning, Southern Trust has been difficult to work with:
  1. Cancelling scheduled inspections,
  2. Trying to upsell additional services, and
  3. Charging excessive fees for additional services.
  
  My wife spoke with the manager, requesting a cancellation of the contract and a refund of the prorated purchase price. Southern Trust denied her request.
  
  Since we were still under contract, I called to schedule the spring service. I was told they could not schedule, that I needed to send an email to find out the reason why. In response to my email inquiry, I was told the contract was cancelled, and no refund would be forthcoming. Their reasoning for no refund was that they normally charged a certain fee per visit, and when totaling what they charged it exceeded what we paid for the contract. I think this is poor logic.
  
  I have attached the contract and the email string for emails between Mr. ****** and me.
  
  Thank you.
  
  ***** ****** 

  

  Business Response

  Date: 02/24/2025

  This customer paid for two (2) Total Care
  Club Memberships. The total for these memberships was $1,388. After signing up for the memberships, the customer received $350.23 in discounts and 12 inspections. We charge
  non-members $129 per inspection. This brings the total value for the 12
  inspections the customer received across four properties to $1,548. The total amount
  of benefits from the customer's membership, $1,898.23, surpasses the payment the customer made
  for the memberships. In short, there is no balance to refund.  

  Customer Answer

  Date: 02/28/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Southern Trust has made not offer, they say they do not owe us a refund. This is not acceptable.
  Regards,
  
  ***** ****** 

  

  Business Response

  Date: 03/05/2025

  See our previous response. All the details are included there. We'll have to agree to disagree. We've provided more than the value the customer paid for the memberships. All of this is documented. 

  Customer Answer

  Date: 03/05/2025

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Southern Trust has not offered to pay us the prorated amount of the contract not honored. Their logic is faulty. They claim to have provide us more value (in services they provided) than what the original contract was for. This includes discounts. However, they have used a high visit rate of $129.00 (other companies do it for $65.00) as well as calculate a discount on an inflated service rate. The contract was for 3
  years, this is noted on the invoice we paid. The reason I purchased was that
  it was cost effective. Adding what an inspection would cost
  for a non member? Counting discounts? Does Southern Trust cancel (not honor)
  all agreements they have when the costs they calculate exceed what the homeowner paid up front?Again, I believe Southern Trust owes the *******s the prorated amount of the contract not honored. The contract was thru July 14, 2026.
  
  Regards,
  
  ***** ******