ComplaintsforSouthern Home Services

• Initial Complaint

  07/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****** 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

  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

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  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

  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

  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

  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 response

  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,
  
  *******************

• Initial Complaint

  06/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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 response

  06/20/2024

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

  Business response

  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 response

  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

  06/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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 response

  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

  06/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  06/12/2024

  Pro plumbing air and electric 

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

  794 American Wy 

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

  Customer response

  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

  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

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  05/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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 response

  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 response

  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.  

*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. ↩