Complaints

This profile includes complaints for Service First Pros, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Service First Pros, LLC has 2 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

• 

  Service First Pros, LLC

  1393 Duncan Lane Suite 600 Auburn, GA 30011

  
• 

  Service First Pros, LLC

  132 Towns Walk Drive Athens, GA 30606

  

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:06/26/2024

  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 have a membership with this company which I have been satisfied the last several years.recently.I called them to come out to check My air conditioner (June 27, 2024) was told by the tech ****** needed a new starter. Once & paid work completed Then he tells me I needed a condenser and a new coil. Bascilly new unit!!! He tried to sell me a $9000 air conditioning unit. I want to be made whole -my $425 back. Though they said they would give me $75 for the starter, i called spoke with person **** said he was owner of business It would give me half the moneyback but I don't see why I should only get half i didnt need a starter tech did not initially do his due diligence in fi ding the prolem jn the first place if after get paid and unit still work..I want four hundred and twenty five dollars to be made whole..I still need air conditioner!!!

  

  Business Response

  Date: 06/26/2024

  My technician came out and spent two hours trying to diagnose your system and give you options to resolve your issues. He had to replace a part in order to check the rest of the system out to see how everything else was going to function. You signed for it and agreed to the amount that he gave you. Replacing the part that was needed to get the rest of the system running it was found that with a 20-year-old system compressor was not functioning correctly. We gave you pricing for a new unit that is a part of our fair price guarantee with reputable contractors in the area.  Unfortunately we cannot compete with contractors who do rebuild air conditioners for $3500. I am sorry that you feel the way you feel! 

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21906964
  
  That system was installed 2014 , I have 2. however I will accept the 50% refund of $212.50 that we ( **** & I ) agreed to on the phone 6/26/2024.  I am a senior citizen in need of 2 units the 50% refund would be greatly  apprecaited.  Not looking for problems but want to feel satisfied as your member (customer) who has already spent thousands with your company.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 07/31/2024

  Unfortunately, we cannot give a refund. We completed work that you authorized with signature on work order. This repair was required to further check system out. Were extremely sorry your not happy with the level of service we provided but we cannot compete with pricing on used hvac equipment installs. We only provided estimates for new equipment with warranty. 

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21906964
  
  I am rejecting this response because: 
  In a recorded call, **** who said he was the owner, said he would refund me 50% They're going back on their word.I did not need a starter.I'm not a technician so I took the guy's word for that.

  And however, I get another unit has nothing to do with this failed technicians response to what was needed.

  So as still a member, all this company can do for me.Is change of filter until my membership runs out?I have gotten over this.I will no longer use you other than the filter, If anything else is needed, I would not be calling this company.And I will give a bad review on the BBB Website I have nothing else other than that to say to this company.  I find it disgusting that they ripped off. A elderly person on a fixed income!  This leaves me to question all the work that I've had done this year from this company.I probably didn't need that and probably was overcharged.They can just kick rocks!!!

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

• Initial Complaint

  Date:04/18/2024

  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.

  In December 2023, I received a cold call advertising a cheap tune-up. Since we hadnt had that done in over a year, I called Service First Pros and they came out. They were at my house for HOURS. They took a ton of pictures and told me how both my hvac units were in terrible condition and needed to be replaced. They turned off our heart because they claimed we had a leak. I got a second opinion who charged nothing and fixed a couple minor problems; he said there was no cause for them to turn off the heat. Fast forward to summer and our air conditioning isnt working. We find out that cables have been disconnected that were keeping our units from working. I cannot prove it was Service First Pros but I have my suspicions. At the very least I do know they turned off my heat without cause and were trying to scare us into getting new units that we did not need.

  

  Business Response

  Date: 04/19/2024

  *********************************
  *********************** Northeast 
  *************************** Service Location *********************************
  *********************** Northeast 
  *********************** ***
  

  As the owner of the company I'm very sorry to hear that you did not receive the best experience possible! I do hols my team accountable to honesty, integrity and a checklist with pictures. There is no lying, cheating or stealing at Service 1st Pros or terminated immediately! I have reviewed this job and have attached all the inspection reports here. Please contact me directly at ************* to review. ***********************...Owner / Operator 
  
  
  
  Today we are doing a tuneup 2010 Trane furnace and 3 ton AC system.
  On todays tuneup, we have found there to be multiple gas leaks, causing us to have to shut the system down, the auxiliary, drain pan, bottom of the furnace, and the blower wheel and housing are completely rusted due to water leakage from the coil, there is signs of biological growth on the coil, the flu pipe in the attic was never attach, releasing all of the ** into the attic, and the condensate drain line is clean and free, flowing with no signs of buildup or blockage.
  
  
  
  
  1997 furnace and a 2022 ac system. On todays tuneup found the blower motor oil packets have burst, and leaked  the oil out of the motor, the heat ********, what is allowing fire to roll out of the heat chamber a fire hazard condition, the pressure switch is in failure and not working properly, there is ** back, flowing out of the flu pipe coming from the furnace to the water heater and into the storage room, which is connected to a playroom, the blower wheel torque booster is bad and out of MFD range, the filter was heavily impacted with dust, dirt, debris and changed a year ago, we change the filter today. The filter size is 14 x 20 x 1, system has been shut down due to roll out and fire hazard.
  
  
  
  
  2022 ******************* unit. On todays tuneup found the torque booster to be good and within MFD range, the starter is slightly burnt and pitted, but out of ohm range, the coils are a little dirty with dust, dirt and debris, recommend a chemical wash to restore system back to factory fresh condition, the system is not sitting on the pad properly and is twisted sideways.
  
  
  
  
  2010 Trane AC system 3 ton. On todays tuneup we have found the torque booster to be good and within MFD range, the starter is severely burnt and pitted and out of ohm range, the coils are heavily impacted with dust dirt and debris and needs to be cleaned, recommend a chemical wash to restore system back to factory fresh condition.

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21595624
  
  I am rejecting this response because: A second opinion revealed no significant issues. I installed carbon monoxide detectors on all levels of my home, and they have not detected any CO.  
  
  Sincerely,
  
  *********************************

  

  Business Response

  Date: 04/19/2024

  Could you share their inspection report with pictures how they felt that we were in accurate and our inspection report. Just so we can compare the two different types of technicians and how they went about their inspection process?

• Initial Complaint

  Date:07/28/2023

  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 service contract last year to have routine scheduled maintenance on my A/C unit. On Tuesday 7/18 a service tech came out to check my units. He said everything was fine with my upstairs unit. The downstairs unit he found 1 leak and stated he believe it was from when they first installed the unit. The tech said that he would get with the office and let them know that it should be covered under warranty, and I wouldn't have to pay anything. Late evening after the tech had left, I noticed my thermostat completely blank and the unit not running downstairs. I called and left a message that my unit was not running, and the thermostat was completely blank. An hour or so later I heard my unit running and the thermostat was back on. Wednesday 7/19 the office called me and scheduled another tech to come out and check my unit to see why it went out and back on later. The tech showed up on 7/19 and checked my unit. The evening of 7/19 I spoke with the office, and they were asking if I wanted to renew my service contract. I asked about the leak that the 1st tech mentioned would be repaired under warranty. The lady I spoke with said the tech was on vacation and she didn't know anything about that. She said I needed what was a perishable part and would send me a quote to replace it. I said OK. I asked what the tech found caused my unit to go out and back on? She said he found a fuse that wasn't in good and caused it to go out and back on when contact was made. The next morning Thursday 7/20 my wife called me at work and informed me that the thermostat was blank again and the unit not running. I immediately called the office. They scheduled another tech to come out and see what was going on with my unit. The tech arrived on the 20th and was a 3rd tech. He found another leak, gave me a quote for what he thought was wrong but couldn't guarantee it. I had to pay a fee.Bottom line I had to get another company and they found a wire touching and 4 leaks from caps left off.

  

  Business Response

  Date: 07/28/2023

  Customer was not happy with recommendations and findings. He had another company out that he has decided to go with another company whom he had come out for a 2nd opinion. Service date was 5/30/23 and tech documented at that time needed repairs, we returned 7/19/23 for a no cool call free of charge and found fuse issue and returned 7/20/23 free of charge to find small leaks at indoor valve core and at outdoor unit service side and was able to show ************ at this time. Confirmed 24v coming out of transformer. No voltage at the thermostat between common and found bad thermostat wire.

  Spoke with Mr. **** over the phone to go over findings. He decided to have invoice sent via email to over everything. We have gone above and beyond to help *********** several times and we wanted to take care of this for him. The $99 we charged him was for all the time we have spent on this for him. We are sadden that he has decided to use anther company and wish him nothing but the best in the future! We will still be here for you *********** if you choose so in the future to call upon us. 

  SFP Owner, **** ************

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20389135
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 07/28/2023

  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

   

  ***********, the response didn't say why you was rejecting this. Im not sure how to proceed. What do you feel needs ti happen here? 

  Customer Answer

  Date: 07/28/2023

   
  Complaint: 20389135
  
   I am rejecting this response because: That's not true that they were called out for a non-cooling event. I have text messages with date and times of the conversations and proof of reaching out to them and they refused to respond. Their diagnosis the tech wouldn't guarantee would take care of the issue but wanted me to pay them for it regardless. I have text messages where they say they warranty their work but why wouldn't they stand behind their diagnosis? It turned out their diagnosis was wrong anyway and I would've just pitched ****** in the garbage. The other company I called found what was negligence on their part and had me running in less than 30 minutes. The issue was found to be someone had a wire touching where it shouldn't have been.  I had no problem with my unit until they done a scheduled preventive maintenance check. Is there a number I could forward the text message conversations to? I'm sure they won't own up to anything even with the messages but at least you can see the lack of integrity they display. I can live without it if they can live with it. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/11/2022

  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.

  We had signed up for this company to come out to service our air conditioning units every so often and so this last time, on Wed 11/2/2022, a technician named ***** came out to our house to service the units. Upon his arrival, he took our air filters out and changed them, putting the old ones in the driveway. He then asked my husband if we have had any unusually large power bills, which we have not. He turned the heat all the way up, let it run for a few, then told my husband that we had "***** coils and freon leaks'' in both of our units and that we would need to replace both units. We have never noticed a problem with either unit not cooling properly other than when the upstairs unit had a drain pipe clog which cause the unit to shut off. Then he set up an appointment for the following Monday for at 5pm for someone to come out to discuss our options/prices for new units. At this point he left. My husband then noticed that our breaker outside was left open and also the dirty filters were leaned against the garage. Over that weekend we experienced record high temps. Since we had never had an issue with the units before we turned them on to cool and discovered that neither unit would work to cool. It became very hot inside, but we knew we had the appointment for Monday afternoon so we decided to wait till then to find out the issues. When Monday came we waited 30 min past 5pm and had not heard from the company. I called to find out an ETA for our person and was told that our appointment was not until Wed. Long story short, we canceled the appointment and had another repair person out because we do not trust this company. The second opinion, done on 11/11 determined that there is some superficial rust on the coils, but otherwise, no rust, no leak, fine working condition. They would not cool because ***** left the breakers off. I called them after the second guys left, and left a vm, which they did not return.

  

  Business Response

  Date: 11/20/2022

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

  We apologize for your recent experience. After reviewing the his matter we have found pictures and videos of system issue that were discussed with you when our service expert came out to your home. We would be more than happy to resend the pictures and videos with all concerns we found on our maintenance visit to your home. Unfortunately at this time we will not be able to Compensate for the company you requested to come after us. We had originally scheduled for a returned visit to your home on Wednesday November 9th.  Then we were able to schedule earlier per your request on November 7th @ 7-9 arrival time.  We reached out to you that afternoon with no response and no call back.   
  thank you, *********************************;

• Initial Complaint

  Date:07/13/2022

  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.

  We sought a professional evaluation of our air conditioning system for our very old home in May. A technician came out and then the owner of the company came and walked us through our home siding specific services and changes they would need to make. We were told the installation would cost $23,000 and chose to finance through the company using good leap. Problems began to arise when the installers had completely different information than we were given on our itemized quote they did not have parts they needed and they did not have information required for them to do their job. They missed severe elements that ended up causing our brand new air conditioning unit to fail after having it less than one month. The owner became unreachable for at least a week and a half when we were trying to communicate our observation of items not completed within our install. The owner proceeded to close the job account with GoodLeap as if all requirements promised had been met. I contested this closure with good Leap and have refused to consider the job completed. I had already planned on reporting just based on these things but then this morning when the technicians arrived to fix the parts that the company admits are incorrect and caused the failure of our air unit One of the key elements related to our install involves an additional vent being placed in my sons room. This was recommended and identified as a part of the install at the end of May and just this morning I was told by one of the installation workers that this element would actually cause my son to have to deal with any sense that were created in the adjacent bathroom. I was put on the spot having no time or information to research the decision whether to add the additional event or not something Im not qualified as I am not a professional in this field. The complete lack of competence and communication within this company has caused harm to our family for the last two months in a way that must be resolved.

  

  Business Response

  Date: 09/13/2022

  This complaint was supposed to be closed, management team went to this customers home we also gave her some money back and we went over in detail why the vent couldnt be placed etc. customer said that they would close this complaint and they were happy. Please let me know what we need to do.

   

  ***************************;