ComplaintsforSouthern Air, LLC

• Initial Complaint

  01/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  My neighbor had a ac u it replaced and the company left a huge cement paver on my property i can not move it do to the size nor should i have to i didn't have work done but now seems its my problem because they didn’t care enough to remove it and decided to put it in my front yard .

  Business response

  01/30/2024

  Hello,

  We attempted contact with Mrs. ******** unfortunately we were unable to connect with her via phone call. ******* our Hvac tech was sent over to the residence to remove cement and complete the cleanup. ******* attempted contact at door and no answer. We would like to apologize to Mrs. ******** for the mess and to make sure she was satisfied with the work.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Trane HVAC system from Surgi’s on 8/9/2023 for $15,997. It is a 3 ton Trane with 10 years parts/labor/compressor warranty. The was a minor installation issue, which was that the installers used wood shims for the outside equipment. I contacted Surgi’s and they kindly corrected the problem. On 10/31/2023, the weather turned cooler and so the heat was turned on for the first time. This equipment is installed in a rental apartment. The tenant called me 11/1/2023 at 0757 to tell me that there was smoke pouring out of the vents. He said that the system had been on overnight and there were no problems, but suddenly the smoke started this morning just after his wife had departed for work. He turned the system off and called the fire department. NOFD ascertained that the house was not on fire. I called Surgi’s to request that a technician be sent out. Due to a training meeting, a technician did not arrive until about 4:30 PM. I did not have an opportunity to speak with him before he left, but notes in the invoice are “something was in the plenum that got sucked up into the furnace”. I left a message requesting a callback so that I could ask questions, but did not get a call. I want to know if this system is now safe SINCE MY HOUSE COULD HAVE BURNED DOWN. I also requested a call from a Surgi’s manager on 11/1 since I considered that Surgi’s did not have an appropriate sense of urgency. I did not receive a call from a manager. I have now invested $657 to upgrade smoke sensors so that I can receive alarms remotely. I am also having the apartment tested for VOCs that might have resulted from the fire in the furnace. At this time my confidence in the safety of the equipment and workmanship is low. I would like to know if any additional follow up action is required. I have been a Surgi’s customer for a while, and until now they have always exceeded my expectations. This event has been disappointing.

  Business response

  12/01/2023

  I read the technicians report and spoke to him about the incident with this furnace. The technician believes a plastic bag got sucked into the return air plenum and then melted on the hot metal inside the furnace. He could see the melted plastic and some ash from the debris however, he said he ran the furnace for a long time and there was no more smoke or any unsafe condition. I will call the customer to ensure that there is no safety or fire issue and they can proceed with using the furnace as they wish. 

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Beginning of June of 2023. They installed a new unit inside and out. 2 days later the inside of the unit was wet. Tech came out and adjusted the fan said it was dry. 3 days later still not working. Tech said installer did not close the top of the unit. They fixed the problem and added another return air in the hall. Which did not work or has been completed. There has been constant problems, no one is fixing anything correctly. Now for the past 2 weeks there has been no answer and no return call. No one coming to fix anything. The unfinished work is causing us stress and is dangerous.

  Business response

  09/27/2023

  We are aware of Mr* ******* issues and we are somewhat at the mercy of a manufacturer that is building a specialty return air grill for this job. We were just going top replace his closet door to a louvered door to allow air transfer and to keep the unit from sweating due to the dewpoint of the closet being higher without being able to condition that space, the louvers will allow free air to pass lowering the dewpoint and prevent the unit from sweating. The system mechanically is working great and have no complaints about comfort, just the condensation issue. I will be going to the home to investigate deeper and take measurements to replace the door and ensure that is the only issue causing the condensation.

  I also explained to the homeowner that we do not intend on leaving him hanging but we are limited to the timelines of manufacturers to produce the items we need, but that does not stop us from seeking outside of the box solutions to satisfy all of our customers needs and backup our guarantees and warranties.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Email sent to Trahan's Heating & Air Conditioning on August 3, 2023 To:[email protected] Work done on our a/c system. On 7/12 we were given an estimate for service to our hvac unit. ******** quoted the cost to be $1,081.60, he said his servicemen would have to remove the freon from our a/c unit, that alone would take about an hour, then it would take approximately 8 to 9 hours to complete their work. We paid him the full amount at that time. A few days later two servicemen came to work on our unit, they went in the attic for less than an hour. Why didn't they do all that work that we were told the unit needed? They were finished and had my wife sign a job completion form, she asked for a copy and was told she would get it by email, which we never did. When I received my bank statement it showed the full payment deducted from our account. We don't understand why we were told it would take 8 to 9 hours and only took them an hour, that means we paid $1,081.60 for one hour of work, you would have to agree it's quite a steep price. We expect a refund for $1,081.60 minus the actual charge of one hour of work, a copy of the form my wife signed and the estimate. The technicians arrived around 8:30am and finished less than an hour later. One of them was ********) they told my wife that she would be emailed a copy of the paper she signed, she never got it. I had been sleeping and when I woke up at 10am the technicians weren't here so they couldn't have been here for 8 to 9 hours. After they received my email a lady called and said that we would get a $372 refund, this is much less than $1,081.60 minus the actual charge of one hour of work. Later, I called the office to find out why this happened and the lady I talked to said she would get (I think his name was ******) call me when he gets off the phone. I never heard from him. We still haven't received any paperwork pertaining to this job. I signed up for a monthly membership believing that we would get honest service.

  Business response

  08/31/2023

  When we arrived on 6/30/2023, our technician ******** found that Mr* **** had disconnected the unit himself to try and clean it.  ********* then left an estimate for repairing Mr. ****** system. Mr. **** signed that estimate on 6/30/2023, for $1081.60, I have enclosed the signed estimate for approval of the work. On 7/11/2023 we returned to complete the repairs. The repairs were completed to Mr. ****** approval and was signed by ***** ******* on 7/11/2023. The invoice was collected for via Visa payment on 7/12/2023.

   

  We have completed all repairs properly in a timely fashion and all was approved by **** ******* on 7/12/2023. Now over a month later after Trahan's performed the work to get his system cooling properly, he is disputing the charges. Johnny agreed on 8/16/2023 to refund the customer $374.60 due to not having to remove the evaporator coil. 

   

  He also left a fantastic Google Review on July 6th at 5:30 pm, where he said Herschel gave a thorough explanation, and was very nice and professional. I also enclosed the google review.

   

  On 8/30/2023 we refunded $374.60 to his Visa and emailed the refunded invoice to Mr. **** ********

  Customer response

  09/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: BBB Response to Trahan's 2
  It wasn't a month later on our part, I never spoke to ****** ever, he never returned my call nor emailed me until 6 weeks after I called to speak to him so don't make it my fault that it took a month. I waited 6 weeks before I contacted the BBB, only after that he emailed me a $374.60 credit for not having to remove the unit completely.  According to our bank statement at that time we were still being charged $1081.60 for 1 hour of work. You charged us $369.00 for minor duct repairs inwhich amounted to tie wrapping a few supply ducts, which probably took all but a few minutes and should have been included with the hourly labor charge. You charged us $707.00 for your two techs to slide the unit back in place, screw and tape it, minor duct repairs, lifted the plenum and screwed it and checked the refrigerant charge, ****** said it only took them one hour. Nothing on your invoice shows cleaning the unit which was the original reason for calling your company. From July 11th until August 30th we did not know what we were being charged and you were in possession of our debit card information. When ****** signed the document when the techs were finished that was for the permission to use our bank card not an approval for the job, she knows nothing about HVAC. You said that I approved the work. I never talked or saw the techs while they were here. How can I approve of the work they did? I never signed the customer acknowledgement, check your paperwork! She also didn't sign the approval for them to start working and when they finished would not give her an adjusted price (credit), they told her they would email a copy of the invoice (which we didn't get until the BBB contacted you.)  As far as me leaving a "Fantastic Google review for ********," please check the date on the review... it was for his visit when he gave us the estimate not the work they did after that. As far as if I were to give him another review, it definitely would be far from a good one. He over estimated the job by a lot, he told us it would take 8 to 9 hours to complete the job and cost much more than he estimated and if he would have given a more accurate estimate we wouldn't be going through this. We are ordering you to cancel our membership and you are not authorized to charge another penny to our bank account, just to credit us another $538.00 ($169.00= 1 hour Labor, $369.00= minor duct repairs) in addition to the $374.60 which equals to a total of $912.60.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  When the installer showed me prices for installing a previously purchased (from Lowes) bathroom exhaust fan, he showed me a set price on his device. It states $797 to install a fan. I was astounded, but agreed to pay it, as he assured me $797 was for labor only. He used two hours to remove an old fan and install the one I had. Additionally, he was not prepared to do the work--came to give me an estimate, even though I has mentioned to the office that I had the fan, and needed installation as soon as possible.. He had to use my ladder, and was unable to replace the outdoor exhaust vent, as my ladder wasn't to his liking. I received a discount that lowered my cost to $718 which the installer said was for labor only. I don't believe that electricians charge $360-$400/hr for labor only. The owner or manager, whose name I have forgotten, did not really listen to my complaint. Do electricians rally charge that much these days?

  Business response

  08/24/2023

  We are sorry you feel this way and would like to resolve this. I spoke to the electrician that was on this job to get a better understanding of everything that was involved in this job. The electrician told me the original fan that was installed in that location by another service company was installed backwards. He said it was very difficult and takes a lot of skill to remove the old exhaust vent and install the new one without damaging the sheetrock. He said he also had to correct the airflow in the exhaust on the Attic side of the job. Regardless we would like to come to resolve this in the best way possible. Please call us at ************ and we can talk about this and come to a resolution. Thank you for reaching out to us and we hope to hear from you soon. 

  Customer response

  08/24/2023

  I spoke with a manager at Surgi's and will receive a refund of $350.  That leaves labor cost as $368.20.  High, but more reasonable.  The original cost did, indeed, include a fan unit; however I actually had purchased it a month before from Lowes.  The technician had not been truthful about the $718 labor cost.    I am satisfied with the outcome.

  Business response

  08/24/2023

  The customer and I were able to talk and work everything out with this job. Thank You! 

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My relationship with this company started off great as they would service our home for HVAC routine maintenance. We were charged a monthly fee for them to provide a service twice a year. When we moved from our home south Bossier City, LA, we opted to cancel and informed the company by phone in December 2020 that we wished to part ways. The company continued to charge us each month for the service we no longer needed or wanted. After 29 months of repeated phone calls, the company finally stopped the charges. I was led to believe that we'd receive a refund. For weeks, I'd call everyday with this request. Each time, I was told a manager wasn't in, or that they would email or call me right back. They have never once called me nor emailed me. I also could never get a working email for them or I would have sent these communications in that way. After so many excuses, I decided to file this BBB complaint because it's not right that they can charge us against our wishes and not return our hard earned money. I have called them using this number repeatedly ************. Every single one of my attempts to resolve this directly with the company has been ignored. Please help.

  Business response

  08/17/2023

  Mrs. ********, I apologize that we have dropped the ball on getting your refund to you.  If you let us know what a good address is, we can mail that refund check to you right away.  Please email us at *************************** with that information.  Thank you and all of us here at Southern Air wish you a blessed day.  

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new outside and inside unit a couple of years ago. The outside unit has been changed out a couple of times. We've had nothing but problems since the installation. Our house doesn't cool, the moisture issue this new unit has created is out of this world, the damage due to the moisture issue has damaged so many items in my home including vanitys, walls, ceilings, clothes, etc. The technicians have been out multiple times with many opinions of what the problems are with the unit. Nothing has been resolved. They decided to install a dehumidifier in my attic last year that is now broken and not working properly. It didn't resolve the problems even after installation. But here we are with another broken piece of equipment. They even had us cut holes in our French doors to "circulate" air. That was ridiculous and repair that we had to pay for after it was a mistake to even do. We've paid for new ductwork because they said that was the problem. Well, that wasn't the problem and we're out that expense. The amount of money this system has caused us to spend is unbelievable. Here we are with a malfunctioning unit still. We call every day with no response. Usually it's "***** is in a meeting or out to lunch". Obviously we're being ignored day in and day out. Today when we called we were told they would not be servicing us anymore, even though everything is 100% under warranty. This has been a 2-3 year nightmare. Including the statement from ***** "we were bought out and the time limit to file litigation matters has ran out so good luck suing us".

  Business response

  08/21/2023

  I am responding to the statement *** ****** made about the handling of her HVAC system installed by the company we acquired. The HVAC system at ***** house is fully operational and running according to the manufactures specifications. We have sent numerous technicians out to her home to get readings to determine if there was something wrong. Even though the previous company installed the system we decided to help her out and install a whole home dehumidification system at no charge. This is typically a $6,000 dollar job and we did it for free to help with the humidity issue she was claiming to have. Part of the problem that has been repeated to *** over and over is she likes to have the temperature 63 -65 degrees inside in the summer. Any HVAC professional will tell you that is extremely difficult to achieve in south Louisiana. With that being said the system was able to get the home down to 65 degrees even on 94-degree days. We have pictures and documentation to back this up along with the pressures and a lot of additional data. The problem isn't with the HVAC system the problem is with the structure (Home) itself. When the humidity and outside temperature is really high, and you keep the home at such a low temperature the system will pull heat and humidity in from the outside through cracks and crevasses. After adding the FREE whole home dehumidifier, we went back on 2 occasions and to check on how it was running, and *** didn't have any issues. *** will need to contact a contractor that specializes in sealing the home to prevent Leaky House Syndrome and stop the humidity being pulled into the home. Multiple technicians told *** that all of the issues she's having could be solved by just putting the thermostat on 72 degrees. However, she wants it at 63 degrees, so the humidity problem continues to exist in her opinion. In my opinion we have went above and beyond to resolve the situation but, regardless of what we do *** is never satisfied. 

  Customer response

  08/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The issues were never solved from the beginning! It doesn't matter how cold or warm I want my home. To blame the issues on me is ridiculous and an avoidance and/or projection tactic. We've installed a new roof, multiple vents cut in ceiling then covered, had soffits cleaned, installed an additional roof vent, installed new insulation (that the technicians so kindly pulled up and didn't replace), cut holes in doors, installed new ducts, sealed windows, etc. We never asked for the absurd de-humidifier.  On the last service call the technician told me the drip pan was broken therefore not operating properly. We have to either vacuum the standing water out of the drip pan in order for the equipment to work or leave it. Surgi's refuses to fix the problem! The de-humidifier can be removed as far as I'm concerned as it has done nothing but create more problems. It's blowing hot air into my house! All the service tickets will show the issues that were found every time someone came out. Even a consultant was brought in and reported we had problems due to the improper installation. Surgi's installed a 4 ton then decided it was too big then installed a 3.5 ton. It's always something! And yes you may have pictures of the thermostat reading but that doesn't mean everything is operating properly. There's so many different temperatures in every room of my house. Not the mention the ongoing mildew problem we continue to deal with on a daily basis. No one at Surgi's had an issue selling me all the new equipment but they certainly have an issue making sure everything is functioning properly. These problems didn't just appear this year. It's been since the installation of the new system. We have these issues in the winter, not just hot summer months! Absolutely every technician that has come out has validated the issues (and they've all been kind and helpful). It's management that's the problem 100%. The technicians has also validated that as well. We've asked for the warranty papers on the new system and the de-humidifier so we can get another provider to come out and fix whatever is wrong. We can't get that information as no one will speak to us and they certainly don't return calls. They simply said "we're not servicing you any longer". Such a lazy unprofessional company. 
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 3 ton Basic HVAC from Foulks Southern Air on 4/8/2022. it was installed into my mobile home by their so called professionals. Ater a few months my hallway floor started to bulk, I contacted the Foulks company, they sent out a person who checked it and said someone was coming to inspect & repair. the inspector said the water from the unit was running over the pan on the floor. The person that came to repair it said he wasn't during the work because it was to close & to much work. I have continued to contact this company again & again and no action has been taken on there part except to offered me $600 for labor & repair. I sent in a repair & labor estimate from a certified contractor, no one has contacted me or the contractor. In the mean time my floor now has a hole in the center of the hall, my kitchen floor is bucking now & weak, my washing machine is leading side ways. My other complaint is that the outside unit was sliding off the frame it was placed on, my siding was removed during the installation and they left the hole exposed. One worker came out, ran a water pipe to the outside which stopped the leak for awhile.

  Business response

  08/03/2023

  I apologize for the delay in responding back to you. My Service Manger ***** has reached out to the customer this morning and left a message.

  Also, a technician did return to customer’s house on 8/5/2022,  leveled the outside system and supported condenser pad with brace and screwed unit to pad.

  My Service Manager ***** did go out to customer’s house on 11/11/2022 to assess the damage and discuss options for repairs. We (Foulks) sent a contractor out as well to get a price to make repairs according to what my service manager and customer discussed. That price came back at $600.00. Also, customer was told to get second opinion in which she did. The customer received an estimate from her contractor(Ronnie’s Home Improvement) in which she forwarded to Foulks. Service Manage tried to contact Ronnie’s Home Improvements but no answer and left a message to discuss a few things on the estimate. As of today, we have never heard back from the contractor.

   

   

  Thanks,

  ***** ******

  Foulks Southern Air

  985-348-0466

• Initial Complaint

  07/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/23 a Mr ******* ******** came to my home on a Sunday due to no air 96 degree inside my home he walked in looked at my unit in the hallway and said your blower motor is out to me that was odd so I mentioned that to him because when the blower motor goes out it’s stinks so bad a very hot smell my unit is 20 years old so he left because it was a Sunday no parts no way to fix it and said I will send someone out tomorrow morning to give you a quote on a brand new system because he said that’s what we had to have but he had no idea how long it would take to order and get a new system in are the cost of one so someone had to come on Monday to discuss all of that with us. In the meantime, on Monday morning I spoke with Mr. ******* ******** again and he said he would come by my house and put in the blow motor , that would buy us some time until we could come up with the money to buy a new unit with in case we didn’t get financed my husband went out and bought a blow mower. ******* said they cost $1000 with them. My husband works with Lincoln electric they have the blow motors there so he bought one for $100 because that’s where he works and ******* was going to put it in as a side job. I know this because I was told by the people that came to give me the estimate that they could not install blow motors they come from anywhere else, but from where they order them so we said I was given a quote for $15-$18,000 to put in a 4 tun unit outside replacing inside heater timer and this by never looking at the outside unit never getting up and walking to the inside unit never asking me how many windows were in my house how many doors I had how much condensation do we have on our windows in the winter time which all determines what you need in a system My husband ran down there on Monday morning and pay them a $382 balance where one week before all of this happened. My unit went out they came put in the condenser and one on the little part and charge me 400 and something dollars I didn’t have the money $384 my husband left here Monday morning and went and paid at 380 for off because he thought someone was going to put a blow motor in for us like they said they were which did not happen to want my $384 back and the owner will not talk to me. Thank you very much.

  Business response

  07/27/2023

  I'm sorry to hear this from this customer, we have worked with them for years and have plenty of documentation of all the things we have done, the events she referred to did not take place exactly like she stated. The balance he paid was for a previous repair that I approved for them to pay monthly (which we dont usually do) but i made an exception to try to help them out. I will reach out to them personally and try and talk with them about there issue. 

  I am not the Owner I am just the GM of this location. 

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  There has been several instances where I was told I could pay the bill off monthly . There front office lady just called me last month in June on my balance I believe it was around 66.00 and yes on Aug 24 all this took place exactly the way I said the balance I was paying on as agreed upon and I was told be technician a three month plan was on Aug 11 I have documentation of it and the notes and the person name that ok it all here on paper invoice 
  Sincerely,
  
  ****** ******

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Details of my Transaction: - I payed in full 14,457.00 for this New Deluxe Trane System with 10 yr parts ,labor, and compressor. 30% entergy savings guarantee - Digital T - STAT - 5 yr. no lemons guarantee - Ace Air Conditioning Guaranteed me that the system they installed in my home will heat or cool my home as they stated. If the temperature range promised is not achieved they will replace the system at no charge. - 100% Money Back Guarantee if the equipment installed will perform as they stated or they will remove it and return 100% of my investment. - The job # 187131067 was issued at the time I signed and agreed to these terms. - The unit has not been able to hold the temperature since installation. Technicians have been back and forth since installation trying different things to get the unit to cool as it states with no luck. The unit runs constantly during the day - I have it set on 70 degrees during the day and I have been taking pictures of the thermostat daily to prove the unit can not keep up. Also the vent in my pantry sweats and drips water. Different tech's have " made adjustments " to get it to stop dripping that the vent is barely even blowing. It is to the point now that they apparently do not know what else to try, and are not returning my phone calls.

  Business response

  08/22/2023

  We are working with the homeowner to find a solution for her issue. She states that the system runs all day and is set at 70°. Anytime we have temperatures exceeding 95° the units in swla struggle. All reference points we look for in what a home should cool to tells us that people are fortunate to get 20° below the outdoor temp with heat index. We are performing over 20° but want to exhaust all efforts to maintain the comfort levels in the home. I'm sending a specialist out to confirm unit performance and home performance to see what we can do to get our customer more comfortable. 

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