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Complaint Details
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Initial Complaint
03/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Southern Home Improvement was contracted in July to install a patio roof. The first problem we had was the roof leaked up investigation we found the roof was installed without flashing. After discussions with Southern this was addressed add fixed. Then in January the roof began leaking again. They were responsive and sent a crew to repair the leak. Then in March the repair area began leaking again, I have made seven calls to discuss this issue three of which were only returned. I was assured that the problem would be addressed however after three weeks no one has called with a date as to when this would be repaired. The roof does come with a one year warranty and this leak is within that period. It seems this company is very responsive on the front end but does not stand behind their product on the back end. I would not recommend doing business with this company.
Business response
04/04/2024
Thank you for allowing me to respond to ******************** concerns. Providing good customer service is one of our core principles and we are sorry that we were not able to take care of his service request in a more timely manner. We were able to go to ******************** home today and repaired the area of concern. As a sign of good faith, we will also extend ******************** labor warranty an additional 3 months past its original one year warranty. Once again, we apologize for the delay, and we will continue to strive to serve our customers needs in a quick and efficient manner.
Thank you,
***********************
General Manager
Southern Home Improvement Center
Initial Complaint
08/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
A deposit was made on 10/5/20 for installation of a sunroom. The installation was completed in February 2021 and paid in full. There were a few minor problems but those were corrected. One outstanding problem is a defective door. In 2021 when I noticed the problem with buckling or bubbles in the door, I contacted the service department and sent pictures of the problem. As of 8/29/22 the problem is still unresolved.Business response
09/08/2022
Thank you for giving us the opportunity to respond. We understand the ******** frustration with their door. When the initial complaint came in, we reached out to our supplier that provided the door. They, in turn, reached out to the manufacturer of the door, which the warranty of the door is covered by. Their resolution of the problem has not been at the speed that both our company nor ******** would have wanted and expected. We reached out again to our supplier, which after speaking to the manufacturer, let us know that someone was supposed to come out this month from the manufacturer, to address the problem. They are not willing at this time to replace the door unless they can make an attempt at a repair first. Even though our hands are tied, we don't want the ******** to have an ongoing problem. If the manufacturer is not able to fix the problem by the end of this month, we will order a new door, at our expense, and replace it. We appreciate the ******** entrusting us to build their room and at the end of the day, we want to make sure they are taken care of.
Sincerely,
James ******
General Manager
Southern Home Improvement Center
Customer response
09/09/2022
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17790134, and find that this resolution is satisfactory to me. Someone from the manufacturer came here on 5/5/22, I thought at that time this would have been resolved.
******* ******
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.