Complaints

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

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  Southern Air, LLC

  1974 Monroe Hwy Pineville, LA 71360

  
• 

  Air Tech of Conroe, LLC

  12577 Highway 105 W Conroe, TX 77304-4375

  
• 

  Air Tech of Houston, LLC

  2114 Lou Ellen Ln Houston, TX 77018-6011

  
• 

  Southern Air, LLC

  11999 Industriplex Blvd Baton Rouge, LA 70809-5133

  
• 

  Island Airco Heating & Cooling, LLC

  14 Woodsdale Dr Holiday Island, AR 72631-4632

  

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:04/07/2025

  Type:Product 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.

  On 05/16/2024, I paid 8982.00 for A1# Air to install, 200-amp panel protection, grounding. two smoke alarms, one carbon detector. I had been told they would have to come back on Monday, due to needing to order a part to cover some wires. The people that watch my solar came out to see what was wrong with the system. That is how I knew. You company 1 Air took off the wires from my solar. I had to Pay for an electrician to come out and put the wire back to the solar. The electrician that came out had to put a cover over the wire that go from the solar to the main panel. (Come back on Monday, due to needing to order a part to cover some wires.) I due work from home. I was finally ready for 1 Air to come out and label the box, put the part that was needed to cover the wires. (Saturday), service man came out to label the box. I was told that he would not be able to do it because his partner called out sick. Then processed to tell me he could not touch the solar wires. But they were taken off by 1Air. Never received a call back from A#1 air. AS of today, box is still not label. Was not given the smoke and Carbon detectors. No follow up from 1Air. The same day the service man came to do my check up on my A/C. I let him know where the unit was in my home. He went outside to look at unit. After finishing the service, the man came in for me to sign his slip. I asked him if everything was ok. He said yes. I turn my A/C on, warm air came out. how can that be he just check the A/C. I was without A/C. So basically, in one day two jobs neither one completed or done correctly.

  Business Response

  Date: 04/28/2025

  Hi *****.  We would like to any issues you had with the install resolved.  First, we can come out and label the panel as discussed before and also we will reimburse from the other electrical company having to come out to the home.  We only ask that you send the invoice from the other company to (*********************************) so we can review the work done before cutting a check.  When you get time, please reach out to us at 972-242-4800 and ask for customer relations and we will be happy to assist you. 

  Customer Answer

  Date: 05/04/2025

  
  Complaint: ********
  
  I am rejecting this response because:

  It took me to write two letters too A-AIR1 (giving you 30 days each time to respond).
  Made a claim with the BBB until you finial responded.
  The fact that two repairs in one day were not done correctly or finished.
  I went without my A/C during the month of MAY due to the neglect of A-AIR1.
  When A-AIR1 was ready to come back to finish the job.
  A-AIR1 employee told me, his assistance called out sick.
  “A-AIR1 should know that it takes two people to label the electric panel.
  You would think A-AIR1 would assign another employee to come and complete the job.”
   I was also told A-AIR1 could not touch the wires that go to the solar panels.
  This was a surprise to me since A-AIR1 took the wires off.
  Due to A-AIR1 neglect I had to PAY an election to come
  Out and reinstall the solar panels wires back to the electric box.
  I was also told BY A-AIRI, I would be given two smoke alarms, one cordon detector
  I was never given those items from A-AIR1.
  
   I deserve to get HALF of my money back. After all I PAID in FULL for two repairs.
  Now ELEVEN months later A-AIR1 wants to finish the repairs. I DO NOT TRUST A-AIR1
  For fear it still will not be done correctly or being missed handle for something else to happen later.
  The anxiety, stress and my time I have spent getting my home back in order. ALL DUO TO THE LACK OF A-AIR1 CUSTMER SERVICE. 
  
  Sincerely,
  
  ***** *********

   

  Business Response

  Date: 05/05/2025

  Hi *****.  We would like to discuss any issues you had with the install resolved.  We will be happy to reimburse you for another electrical company having to come out to the home provided that you send us an invoice showing that the solar panel wire was disconnected.  We will also be happy to come out and inspect the work that was done by us and make sure that we completed our work.  When you get time, please call customer relations at 972-242-4800 and ask for *****. 
  

• Initial Complaint

  Date:03/17/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 November 2024, I contacted Hi-Tech Plumbing LLC regarding a plumbing issue at my rental property in Oklahoma City, OK. Tenants reported water/sewage backing up into the bathtub and slow drainage. A technician from Hi-Tech Plumbing inspected the issue and advised that extensive repairs were necessary, including breaking through concrete to access and replace piping. Trusting their expertise, I agreed to the work so my tenants could have functioning plumbing. On November 5, 2024, Hi-Tech Plumbing performed the work, which involved significant damage to the tile and concrete slab—costs I was responsible for repairing. After the job was completed, the plumbing functioned properly for about a week before the same backup issue returned. Hi-Tech Plumbing then recommended another round of invasive repairs. Concerned about the situation, I sought a second opinion from another plumbing company. Their technician quickly identified a simple hair clog in the line, cleared it without any invasive work, and the problem has not returned since. This experience leads me to believe that Hi-Tech Plumbing either misdiagnosed the issue or deliberately pushed unnecessary, costly repairs. They had proposed nearly $10,000 in additional work that, based on the second plumber’s findings, was entirely unnecessary. I am filing this complaint to warn others in Oklahoma City to be cautious when dealing with this company. Their practices appear questionable, and I believe they prioritized profit over honest service. I request that Hi-Tech Plumbing acknowledge their error and take responsibility for the undue financial burden they placed on me.

  Business Response

  Date: 04/16/2025

  We have contacted the customer and have issued a full refund for the previous work done.  We will use this as training moving forward to help better our customer experience. 

  Customer Answer

  Date: 04/16/2025

  
  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

  Date:02/24/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 contacted AirTech of Humble in spring 2024 to check the a/c mini split unit in our back house. The guy that came out was great and said there may be a small leak but recommended just refilling the system rather than repairing it. This worked great and I appreciated his advice. The problem is that he suggested that I sign up for a customer program that would get me a 10% discount on future repairs and priority service, for $20/month with a one-year commitment. Again, no problem with this in theory, except when we tried to use it. First time we tried to use it was for a water heater. They came out and said we needed a whole new water heater, and quoted us $3,000-5,000 for a basic water heater. I’m a first-time homeowner but even I knew that was insanely expensive, so I shopped around and found the exact same water heaters for 1/4 to 1/5 the price. Worse yet, we ultimately discovered the water heater just needed to be turned up. We turned it up roughly 6 months ago and have had no problems since. So they tried to sell us a grossly overpriced water heater —even after applying our 10% “discount”—when there wasn’t even a problem. Second problem with the customer program was that we tried to get priority service for an a/c issue. They said it would be several days to a week before someone could come out there. Doesn’t seem like a priority service. The lack of service was annoying but the fact they tried to scam me into buying an overpriced water heater when there wasn’t even an issue is infuriating.

  Customer Answer

  Date: 02/25/2025

  For further clarification, they have charged me $22.43 six times for the customer program, for a total of $134.58. I would like this amount refunded, a cancelation of my account in the program, and a stop to any other payments. 

  Business Response

  Date: 03/12/2025

  After reviewing the complaint, we have decided to issue a refund.

  Business Response

  Date: 03/12/2025

  We need more information on this customer. The info provided we are unable to locate the customer info in our records. Can you please provide address & an invoice number or something more.

• Initial Complaint

  Date:01/27/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 am writing to formally complain about the unethical and dishonest service I received from a Foulks technician on 1/20/2025. I pay a service contract of $45 monthly to maintain three split systems. Despite having a monthly service contract with your company, I was subjected to high-pressure sales tactics and outright lies when I called for a furnace repair on one of the coldest days of the year. My furnace was not heating properly, and while I was initially told a senior technician would be sent due to the age of my unit, the technician who arrived seemed more interested in selling me a new system than repairing my existing one. He falsely claimed that my furnace was beyond repair and that parts were unavailable. He then proceeded to disable my furnace, falsely claiming it was a "safety hazard," leaving my family in the cold. This was clearly a tactic to pressure me into purchasing a new system, which he quoted at an exorbitant $8,000-$10,000. He even had the audacity to offer a paltry $100 discount for being a loyal service contract customer. After insisting he turn my heat back on, I sought a second opinion from another company. Their technician quickly diagnosed the issue and repaired my furnace in minutes by replacing a simple $200 ignition control module – a part the Foulks technician claimed was impossible to obtain! This part, as I have now learned, is readily available (see attached photo). The technician's actions were not only unethical but also put my family at risk. I request a full investigation into this matter and expect appropriate action to be taken to address the following: The technician's false claims and high-pressure sales tactics. The unnecessary disabling of my furnace, which caused significant discomfort and potential danger to my family. The misleading information regarding the availability of parts. The overall lack of honesty and transparency in your company's service practices. Please refund my service contract fees.

  Business Response

  Date: 02/13/2025

  Good Day!

  My name is *****, the Operations Manager here at Southern Air Northshore. We had a major cold front move in at the end of January 2025. The southeast part of the Country received up to 8" of record breaking snow. Southern Air's determination to get all of our customers up and running with heat was our number one priority. Once the Black Ice was gone and the roads were safe to drive, our qualified technicians worked diligently around the clock for the safety of our community. That being said, our number one priority is not only the comfort of our customers, but more importantly the safety of their families.

  This particular customer Mr. ******* called in and was dealing with a furnace not heating properly. Temperatures were low and the conditions were harsh. Our Senior technician visited the property, he made the determination that the system is past its life expectancy but was also dealing with carbon monoxide draft issues which could be very hazardous. Potentially, if our technician got it up and running again, the family could have been at risk of CO2 poisoning. This particular furnace manufactured from 1992 (consolidated), has had many past health risks and concerns. That being said, individual's inside the home could be subject to CO2 intoxication (headaches, dizziness, disorientation, and loss of consciousness). Southern Air strives to be proactive instead of reactive, our sole intent is not just the comfort but safety of our customers. 

  Our company management team has reached out to Mr. ****** numerous times, explaining to him our values and integrity to why this action was taken, not for the sole purpose of making a sale or upselling. Our technician made sure the customer was not left with out any heat, Mr. ****** had three systems in the house 2 of which were working at the time. Mr ****** was refunded for his Yearly shield membership as a gift of gratitude. Our company takes 100% pride for customer satisfaction. Southern Air's 5 star service is our number one focus, the values we have in place show through the reviews. Hopefully Mr. ****** will take down the 1 star review on Google by understanding what our true intent was for him and his families safety at the time. Thank you!

  Customer Answer

  Date: 02/22/2025

  
  Complaint: ********
  
  I am rejecting this response because:

   

  I have not received any refund for the shield plan. I waited more than a week to see if a refund would be posted, and it has not. Also, there are some factual errors with your response. Snow storms did not delay your response or alter the service because the call was placed before the snow storms. You also stated that your technician intentionally disabling my furnace would not leave me without heat. It is correct there were multiple units in the home, but you failed to realize the home was a duplex. Leaving the furnace disabled without my permission would have left an entire living area without heat. I believe you mean CO (Carbon Monoxide} when you refer to CO2 ( Carbon Dioxide) multiple times in your response. Either way, professional readings taken after you left by a third party and again continuously by myself have confirmed that there are not dangerous levels of either gas present in the home, and that the furnace does not release dangerous levels of CO. The Lennox furnaces you are referring to that previously had issues were installed prior to 1990. Additionally, the furnace in my home is well maintained and has had a heat exchanger replacement in its lifetime. You passed of mere speculation as fact. Your repeated mentioning of possibly dangerously high levels of gas without bothering to take a reading prove that your business places sales before practicalIty . A decent CO reader should be in your tool bag and should be able to back up any claims like that, due to the gravity of a potential CO leak. You have also confirmed that their sole purpose of the visit was to make a sale with the screen shot of the notes you included. The notes say that the technician inspected the coils on a completely different system in the home and recommend they be changed. Those coils and completely separate system were not in the purvey of the “no heating” call.  You have also not addressed the fact that your technician was dishonest. My main point was that the technicians said that it was impossible to repair the furnace because it was impossible to get the repair part. The fact is that the next technician from the other company had many of the parts on his truck and had the furnace fixed in short order. He also did not note any safety concerns and all of your scare/ sales tactics were contradicted by a true professional.

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

• Initial Complaint

  Date:01/16/2025

  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 Aug 2021 we purchased a new air conditioning heating unit from Climate Doctors of B/CS. Shortly after this purchase Climate Doctors was purchased by Barker Heating & AC. They took over servicing of our unit. From the start, we had issues with the unit, thermostat, heating and blower. I called repeatedly for service, several technicians said it was the thermostat. In July 2024 a thermostat was replaced, but the unit still did not cool or heat. I had a technician come out in November and I was told that the blower that was the problem. We agreed to go ahead and replace. When he came to replace it they told me it was going to cost $400 in labor. I was not given this information in advance, and I disagreed with it, as the problem went back to the beginning of the installation, and I do not feel I should be liable since they could not find the correct problem from the get-go. I did not let the job be completed. In January 2025, Barkers came out for our winterization maintenance. The day they came was the first time we turn the heat on to a different unit at the house, and we had an issue. When discussing the repair, I was told that the technician could also do the repair with the blower and labor for the other unit involving the blower. Total repairs for both units including parts and labor was to be $400. I agree to move forward. On Wednesday, January 15, the technician came to do the repairs, and told me he was informed that because they were offering me the discounted price, they would not warrantee the parts. I feel this is totally unacceptable, as the unit is still under warranty, and the parts should be as well. If you will notice both of these repairs total $400. I believe that Barker’s wants to get $400 for every job they do, but to fail to cover something under warranty, that is still under warranty, is unacceptable and poor business. I believe that the work should be done under warranty without charging the huge fee and leading their customers on.

  Business Response

  Date: 01/16/2025

  The ******* residence has two HVAC systems that we have worked on. Main House system (System #1) is a Carrier 2.5-ton system with furnace and is a 2012 model unit. Unit #2 is an Armstrong 2-ton system consisting of a straight cool outdoor and an air handler. Unit #2 was installed by Climate Doctors in 2021. This unit has 10-year parts warranty and only came with 1 year labor warranty at install from Climate Doctors
  On 11/22/24 we went out for a “system not working “ service call. Our technician diagnosed the blower to be bad and needing to be replaced. We informed the customer at that time of the issue and that the part was under warranty but had to check if there was an extended warranty on the labor. The customer at that point wanted to check availability on motor and to get the repair scheduled early the next week due to incoming guests. Due to the limited availability on that motor, as the unit type is no longer made, we had to wait for the manufacturer to find the replacement. We finally were able to get back with the customer on 11/27/24 to have the motor installed under parts warranty, labor costs at $400. Scheduled with ****** ***** @11:25am for 11/27. At 2:10pm 11/27 Technician arrived to replace blower which the homeowner refused service because they did not want to pay for the labor. At this point the customer was refusing to pay so we did not perform the repair.
  On 1/7/25 we went out to home to perform the annual maintenance. While we were out, we found that the induce draft motor was running continuous on one of the units. Tech determined that the pressure switch was causing the issue and quoted a price to replace the switch on system #1 (old Carrier unit with no warranty). He also gave them a price to do both at same initial quoted price from before of $400 for the replacement of the switch and the blower. The discounted price would not include our extended 2-year labor warranty on replaced parts but would include the same parts warranty.
  On 1/15/25 we returned to replace the parts. Once the switch was replaced, the system started, fired normal the first time. But when the tech tried again the system would not ignite and would give the same code as previous and induce draft motor would run continuously. At that time, he called the service manager, and he determined that a relay for the induced draft motor was bad on the control board, which would also give the same code as the pressure switch for the induced draft motor. The tech then talked with Mrs. ******* about the findings and that he wanted to return with the service manager to assist in diagnosing the control board. She stated that she wanted to talk to her husband and will contact us.
  In my opinion we have done everything we can do to one take care of the customer given the circumstances, and have tried to compensate on pricing, while still trying to cover our own costs with items that are not covered under the warranty the customers have.
  If needed, we can provide our recorded phone conversations and the recorded service visits that we have with the customer to help shed light on the matter. Please advise is any other records are needed.

• Initial Complaint

  Date:11/26/2024

  Type:Billing 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 don't have any issue except that **** from the Surgis did the work. He replaced a fuse box and he won't give me an itemized invoice. I want to know how much the item cost and how much was labor. In addition I want a reasonable amount of time to pay this invoice without **** threatening to take the equipment back and send my information to collections. It hasn't even been but 24 hours.

  Business Response

  Date: 11/26/2024

  Hi, I'm sorry to hear you had a bad experience with the service. I have listened to all of the outbound calls the technician **** made to you and I don't hear any mention of collections or anything like that. I do see in the call history 8 attempted calls to you without a return call. The calls were an attempt to collect the payment on the job. Please give us a call and ask for *****. I will give you the information you are requesting and answer any other questions you have. We provide customer service communication training every week throughout the year. all of our employees are trained to speak respectfully to our customers even in difficult situations. I will be speaking with **** to discover and uncover if he said anything disrespectful. I will be calling you but, feel free to reach out to us in the meantime. Thank you! 

• Initial Complaint

  Date:11/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 contacted Brown to run a gas line from the hook up to a new stove. They had included an install fee because we thought they would come back and install the stove once delivered. The timing did not work and we ended up connecting the oven ourselves. Brown agreed to refund only the charge to come back and connect the oven. This was acceptable. We had to contact them several times before they would issue the refund. They finally issued the refund on 11/11/24. However, we never received the refund. They send us a statement, but I also have bank records from that day that show we never received the refund. When we called to notify them, they just send us the attached document below. We had a great experience with the service tech who came out and were looking forward to using the company again, but we only want a refund on services not rendered. Any assistance would be greatly appreciated since they are not offering to remedy the situation. I have uploaded two documents, one from my bank and one from Brown.

  Business Response

  Date: 12/31/2024

  We’ve reached out to the multiple times. We tried to make the refund in October, and it didn’t go through. We processed refund in December for the $251.77. I reached out to him again this morning and left a voicemail. I sent them a text as well. I’ll let you know when they respond.

• Initial Complaint

  Date:11/22/2024

  Type:Billing 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.

  Complaint Details: I have been a Willard Air Conditioning Plumbing & Electrical customer since April, relying on their services for routine HVAC maintenance. During their recent visit for heater tuning, I inquired about air duct cleaning. The technician verbally quoted $49.90 (not $4,990) for the cleaning and suggested adding a UV light for mold prevention, quoting approximately $3,000 for two units or a cheaper option for $1,600. I requested written quotes for the UV lights but agreed to proceed with the duct cleaning. The technician obtained my signature during the initial visit, which I believed acknowledged work completion. At no point did the technician explain that I was signing an agreement for a $4,990 service. The following day, the duct cleaning was performed, and I declined the UV lights. After completing the cleaning, I was asked for a check totaling $4,990 for the service. This charge was shocking, as the technician’s original verbal quote for the duct cleaning was much lower, and pricing was not communicated before I signed. Basic duct cleaning services for two systems typically cost less than half of this amount based on quotes from other vendors. I believe the pricing was misrepresented, and I feel pressured into paying an unreasonable and excessive amount for this service. I request that the company review this charge and adjust it to reflect the market standard for similar services. Desired Resolution: I am willing to pay for the duct cleaning but request that the charge be reduced to a fair and reasonable amount based on industry standards. Thank you for your assistance. Your Information: Full Name: ******* ***** Phone Number:************ Email Address: *******************

  Business Response

  Date: 11/26/2024

  RE Complaint ********:

  It is not the company standard or process to proceed with any type of work and/or repair without written consent from the homeowner. The customer had service 08/19/2024 and was presented with options of work (08.2024 email out the work authorization) and the customer show to proceed with duct cleaning on both HVAC systems which includes duct cleaning from each grill in the home to the plenum, pull and clean both blower wheels, clean both evaporator coils in place, Clear both drain lines for a cost of $2495 per unit. The customer signed estimate as attached 08.2024.

  Being summer the company was too to schedule duct cleaning as this is a 2 man all day job and many customers needed ac replaced as they had no air.

  On 11/20/2024 the customer had the company out to perform basic maintenance on the heating systems. The technician again offered 4 estimates as attached and the customer chose to purchase the duct cleaning for both systems again as the estimate again is signed (see attached). 

  On 11/21/2024 Willard had 2 employees arrive at the customers home to perform the work he had requested per the written estimate and completed all work at the request of the customer. Upon completion the customer refused to pay saying that it should not cost that much.

  The customer clearly agreed to the price on more than one occasion and had several months to consider the estimate and chose this package. The customer told the employee to leave that she was calling her attorney. 

  Willard is willing to off a 20% discount to resolve the issue leaving the new balance $3992; and feel this is more than reasonable.

  Thank you for your time

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

• Initial Complaint

  Date:11/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Dent an charged extra payment of $29.90 to my credit card on 11/10/24. I purchased an annual HVAC service plan. It has already been paid in full with 12 of 12 monthly payments from 11/10/23 to 10/10/24. I called Dent on 11/11 morning and talked with ****** about the incorrect charge and need for it to be credited back. She said she’d forward the information to the business office. I didn’t hear back from them, so called back on 11/12 and talked to *****, my office contact for last year. I told her the extra charge needed to be credited back. She said she'd take care of it. I checked on 11/13 and no credit was applied. I called and talked to ***** again. She said she’d talk to manager and get the credit applied. I asked her how long it would take and she said immediately, same day. As of 11/18, no credit has been applied.

  Business Response

  Date: 11/19/2024

  We will get that refunded asap. 
  im sorry for this inconvenience, please let us know if you do not receive it. 

  Customer Answer

  Date: 11/19/2024

  
  Complaint: ********
  
  I am rejecting this response because: It says the money WILL be refunded. I have already been told this twice and it wasn't done. Also, I should not have to let them know if I didn't get it. They know if they apply the credit or not.

  Please respond when the money has been refunded, meaning CREDIT COMPLETED. I can then confirm and respond accordingly.
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 11/20/2024

  I’m so sorry you have not received it yet, I spoke with my office manager. She last spoke with you and on 11/13/24. Your refund was processed in our system back to the original method of payment, it could take 5 to 7 business days in order to process back on your card, but on our end, this has been processed as of the date stated above.

  Customer Answer

  Date: 11/22/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that the issue has been resolved.

  Some corrections, however, are needed to Dent's response. I did not speak to the office manager on 11/13. As listed, I only spoke with ****** and *****. The office manager, ********, called me on 11/20. She said a credit was processed on 11/13, but it was done incorrectly, so it did not go through. She spoke with Dent's accountant on 11/20 who processed it manually later that day. I can see a credit applied as of today, 11/22.

  Going forward, Dent should remember that saying you're going to do something is not the same as actually doing it and confirming it has been done. As shown, just because you processed a credit, doesn't mean it was completed and went through. Also, it's not right for a refund to take 5-7 days to get when they can charge a payment in 1 minute.  
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:10/25/2024

  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 purchased a complete air conditioning and heating system on 5/18/22 for over $14,000 which includes the following warranties 10 years on condenser/compressor, 10 years on parts, 3 years on labor. The air conditioner started to leak through my ceiling so I called for service since I also have a 3 year service agreement on the warranty. A tech came out from Surgi's and told us Surgi's bought Taylor and Tyler but when I call the number 504-364-1411 they still answer Taylor and Tyler. The tech from Surgi's came to service the leaking problem and he told us the drain pan inside the coil was incorrectly installed and the charge to replace it was $1,700.00 for labor cost. I told them our warranty was still in place and he told me the manager will call. The manager never called so I called ***** at Surgi's who advised she talked to the manager ***** and he told her to tell me the unit has to be replaced because it was installed incorrectly and they'll pay half on a new unit and if I don't get a new unit they cannot service it any further. I'm still paying for the current unit and the warranty has not yet expired. I do not feel I should have to pay for something that has been installed incorrectly. I feel they should be responsible and correct what was installed incorrecty and honor the warranty.

  Business Response

  Date: 11/18/2024

  We are really sorry this happened. We would like to get another technician out at your home to evaluate what we can do to solve this issue. One of our representatives will be reaching out to you. 

  Customer Answer

  Date: 11/26/2024

  11/26/24

  I am still waiting for someone from Southern Air to contact me. No one has called me back or tried to communicate with me, 

   

  Business Response

  Date: 11/26/2024

  The installation was done by the company we acquired Taylor & Tyler. The installation was done before the acquisition and was done very poorly by that other company. The installation was done so badly the only solution is to remove the existing equipment and have new equipment installed. We are doing the best we can to help in this difficult situation because we understand you were expecting it to be done correct by the other company that installed it. In this specific situation we don't want to offer a band-aid quick fix as this may cause property damage. The only solution we determined is to remove all of your equipment and have new equipment installed. We understand this is not good news but we don't want to offer another quick fix and have more problems than when we started. We tried calling you but haven't received a return call from you. Please call our office and ask for the HVAC service Manager ******. We will do everything we can to resolve this and come to a solution. Thank you!