Complaints

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:04/12/2025

  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.

  i was/ quoted 15 thousand for 4 ton installed.per discussions with the saLESMAN THAT CAME OUT THE 15K INCLUDED **** WORK AS I MENTIONED UP FRONT THE **** WAS OLD AND UNINSULATED. I PAid the entire amount qn the invoicw hqs no mention of duct work wne i cqn' get an answer from them. alo, th einvoiv hq ovwer 13 thousand for the unit and i can find where i cqn buy th3 unit for 600 and less online. on top of this, 4 days after the install the air is not blowing cold, same temp as the air outside and it is dripping watrer in my air return.i was told the 13k for the unit inclufded extended warranty, i sdhould hope so as i could have just putchased 3 units and had 2 spares. the saleman also mentioned the price ********* a service plan, but turbs out that wasn't true either. honesrtly all i want is them to do the duct work the duct needs insul;ation and the service plan so this yunit will last me years

  

  Business Response

  Date: 04/14/2025

  Good morning,
  I am glad we were able to speak this morning and add your year free of *************** to your account. I did go ahead and set a service appointment for you this afternoon which will be covered under your warranty for us to come back and take a look at that breaker for you. I apologize for the miscommunication between ****** and yourself, but I am glad I was able to help out. Let me know if there is anything else I can help you out with! 

  Customer Answer

  Date: 04/14/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: 23197371

  I am tebtivelyrejecting this response becauseat this point all i jhave is someone telling me overr te phone i woul get the totslcar eplan for as year, but stiull nothing on the duct inulatiuon wiork, i was asked if i woiulde like to ***** them fconer ouyt to prive out the duct job but i sauid no to that as i feel that per mry originbal coversation eith the sles repm i hgave already paid for tyhst service.  the duct work isd mt sin point of contention.  i azm not seekking new ductsm, justy nakin gdure what i have is indsyul;atefd anf no holes in it as it is faitly old

  Regards,

  **** ***

  

  Business Response

  Date: 04/14/2025

  As explained on the call between you and Mrs. ******** this morning, the duct work repair nor replacement was on the contract signed by you at the point of purchase. We would be happy to take a look at this for you but unfortunately, we can't warranty out something we never agreed to cover.  Mr. ****** the original salesperson will be on site tomorrow to help you with the current issues you are having. Please let me know if there is any other way I can help. 

• Initial Complaint

  Date:04/04/2025

  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.

  Had new heating and cooling systems installed along with new ductwork. The ductwork has been leaking since installing. Drywall is leaking water around the vents through out my house. The company is not true to thier work. They dont make appointments agreed on.

  

  Business Response

  Date: 04/07/2025

  Good morning,
  I am sorry to hear about this inconvenience. We can't always foresee condensation happening in a home, this sometimes can be insulation, the home itself, or any number of issues that can cause condensation. Although we do plan to solve this! I see we have been out and diligently working to find and fix this problem. We are true to our work, being we are constantly working to fix this issue. I see we are scheduled to come this Thursday to add some spray foam insulation, 15 bags of insulation. This should solve the issue. Then we will be also returning after that to replace any damaged drywall for you at no cost of course to you. As far as the appointments I do apologize we also can't always be sure something won't happen during another appointment before yours, or a delay in traffic, anything that can happen in everyday life. We do look forward to solving this for you and being sure everything is up to your standards. Please let us know if there is anything we can help with before Thursday when we return. 
  
  Have a blessed day! 
  

• Initial Complaint

  Date:03/21/2025

  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 Dec 3 Airsouth installed a $****** AC unit for ***** ***** in ********* ,MS *** ****** Air south sales *** at her house because I Recommend her and was promised $250.00 for Recommending her for that install. Still have not received my money week before last I was told by air south they didn't have money and as it come in they will pay ,I asked why they Did Not pay me out ****** they got from ***** ***** .I called again Wednesday and was told they would look into it and have never Heard back from them ************************************** will never Recommend them to anyone else ****** told me on the 3rd of December Air south would be putting my $250.00 in the Mail

  

  Business Response

  Date: 03/27/2025

  Good afternoon,
     I see you referred Mrs. ***** ***** to us in December of ********************************************** full 12/12/2024 from Mrs. ****** Then at that point we had to call and confirm with Mrs. ***** that you referred her, she confirmed this on 12/20/2024. As you can imagine there is a process or system to everything that gets done in a company. Our process is to be paid, confirm referral, then send it over to our billing department for processing, approval from management, then sent out same day of approval. Which you were informed that the processing in billing can take anywhere from 6-12 weeks. The official processing started after holidays 1/16/2025 once all staff had returned back to our office. Putting the 12-week period as April 10th being within the time you can receive the check. We have many referral checks to process and every one goes through the same steps. Unfortunately, we can't just skip the line and issue a check as soon as a job is done. Your check is in processing and is awaiting approval from management currently. It was sent over from billing on 3/24/2025. Once management approves the check it will be sent via mail, and you will be informed. This is not false advertising, and I am sorry you feel that way. I hope I was able to answer any questions you may have and better help you to understand our process.  I am glad the **** we installed for you in 2023 is doing you well. Let us know if you have any additional concerns or questions moving forward. Be looking for that refund check between April 10th-18th. 
  
  Have a blessed day! 
  

• Initial Complaint

  Date:03/12/2025

  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.

  After getting an estimate, I placed an order and service request for new electrical panels. The technician only worked on the main panel for 30 minutes to 1 hour at a time. He would leave for hours before returning to resume the work. The first day, he showed up at around 11am, stayed about an hour before leaving, then 4 hours later he returned for about 30 minutes before leaving again. He didn't come back until around 9:30pm that evening. Wires were left sticking out of my house and the main power line laid across the ground for at least a day. It took 3 days to get the new panel installed... again with same chaotic "schedule" as the first day. Communication was horrible, I never knew what was going on or how much longer it was going to take. They never sent the permit to my power company which also delayed reconnection. I had to throw out everything in my fridge and freezer due to all of it spoiling and melting. I went without power for 4 days. I have two young children, so you can imagine the inconvenience. No way to cook, charge my phone in order to stay connected with the company, and so on. The replacement was also overpriced. The original estimate of the same rate included the inside panels as well, but when I asked the technician doing the replacement, he said that it only included the main outside panel. Absolutely terrible experience. The company never apologized or offered to compensate me in any way for wasting not only my time but also money as I had to miss work and restock everything in my ***************** A couple of days later they called saying I still needed to sign paperwork the technician never had me sign, just another oversight on their end. What a circus.

  

  Business Response

  Date: 03/13/2025

  Good morning,
  
  I reached out by call, I apologize for any inconvenience you had to experience. I would love to help address your concerns. Give us a call back at your earliest convenience.  

• Initial Complaint

  Date:02/21/2025

  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.

  Sept 28, 2024 we started a agreement for AirSouth to do work in our home. Once started, workers were arriving without all parts to do work, most showed up not having any idea what work was to be done, 5 separate times Apts were set and nobody called or showed up, one of those Apts we had an apt for a month then was reset for a month after that, my husband and I drive a truck over the road, and came off the road to meet those Apts, costing us both time and money to do so. once the work was underway there were multiple places where damage was caused to the house with the work they did, eg: cutting away half the ***** on the side of the house rather than removing it, cutting enormous holes in the ceiling then leaving them open, then sending messages to finance company stating that work was done, when holes remain in ceiling, this happen 5 separate times. In Dec we contacted the company after things apparently weren't going to get done, they had no communication among themselves or with us, we told them we wanted the 2 time monthly service removed and a hockey puck gadget removed from the bill because it was never installed, we had been through enough and we wanted a revised bill so we could go over with them, and we no longer wanted to be financed, they would deal directly with me to pay the bill, she told me she would send it out either that night or the next morning, this is now Feb 21, 2025, the work is still not finished, the bill was not sent, and despite the amount of times we told the finance company not to pay, we were no longer wanting to be financed by them, and not to pay the bill because the work was not completed, frankly AirSouth was not communicating with them either outside trying to collect, we find out the finance went ahead and paid them *********, on Feb 1, 2025. The full amount including amount supposed to be removed originally. We want the funds returned immediately, and the work finished. This is not acceptable by either company, it's fraud.

  

  Business Response

  Date: 03/04/2025

  I am happy to see we have completed all work, and everything has been taken care of for you as far as the work I will be happy to speak with you regarding self-paying and once that is cleared, we can then cancel the financed loan. I just reached out by phone and missed you give me a call back at your convenience to discuss further. 

• Initial Complaint

  Date:01/30/2025

  Type:Order 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.

  Salesman came out on Friday. We talked to discuss plans. He made calls to the boss. I agreed on buying a generator and having itinstalled, he said that they would be here Saturday morning and bring the generator and pad and ******** Line and hook it up and if I had time possibly install electrical box as Well about 1045 Saturday morning a truck showed up three plumbers. All they had was a pad told me that they would be sometime next week I told him nope theres a problem already and I dont wanna do business to start out with a problem so refund me-my money Called and called and called. The owner. Will not talk to me and so far theyre refusing to refund my money, please help thats $5000 that I cant afford to just throw away. Thank you very much.

  

  Business Response

  Date: 01/31/2025

  I am sorry to hear about this, I apologize for the inconvenience. I have a task to process your refund all of our refunds go through a 6-12 week processing phase before they go out. I understand this can be frustrating, but these are our protocols. Part of that being as stated in the signed contract "By signing customer agrees that booked work, if cancelled, is subject cancellation fees for freight, labor, processing, handling, MPC tax certificate, scheduled special equipment and other cost associated with preparation for the project." This is part of our process where we reach out to the manufacture to see if there are any equipment return fees ect. We will reach out to you once the manufacture gets back with us and we have an update on your refund process. Thanks. 

  Customer Answer

  Date: 02/04/2025

  Ive tried two more times to talk to Mr. ***** ******** and he is still refusing to talk to me. Hes always in a meeting or on the phone and we will return my call but my call never gets returned.

  Customer Answer

  Date: 02/04/2025

  This is true. I did sign something on the tablet. The salesman had I was not presented with a contract. I was not told of a contract. I was not told of any of this. I was told I was signing the receipt for my payment where I paid $5000as far as contract. This is the first Ive heard of it and from what I can gather talking to some of his former employees he uses stuff like this to try to keep as much as your money possible when he has a warehouse full of equipment there in ***************;

• Initial Complaint

  Date:01/28/2025

  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.

  I had air south install a brand new generator bought from.home depot. Sealed in box when they arrived. It went down hill from there. I contemplated reporting here but due to billing and possible credit problems I'm here. When techs arrived to install, they were I'll prepared, they dropped the generator and caused cosmetic damage techs were always super nice and courteous, I want that to be noted. Then it was later confirmed and unresolved the gas regulators are installed incorrectly. They did not tie the generator to concrete. They left a mess. I called air south to come back out and they corrected the cosmetic damage, and tied generator to concrete. They picked up the mess left behind from previous install and old me grounding rod that was left behind isn't even part of a generator install. We'll I didn't leave a brand new grounding rod on the ground. Then this is where the problems really started. At first power loss after generator install my ac did not turn on. Outside unit wouldn't but inside unit will. First tech came out and told me they undersized the wires and needed to install a soft start on ac system. Then several delayed and rescheduled visits and another tech arrived and told me my generator was under sized. The generator is a 24kw and I was only told to need a 18 to 20 kw. And the amperage pull on ac was not anymore than the generator can handle with the house load at any given time. However I was told it would be under warranty and regardless of the real issue that would solve it. He told me to not fight it, that it was free of charge. Then the tech that installed and lost the keys. And another tech came out upon request to look over anything that could be wrong because the other identified problems were not corrected and I wanted it to be noted. He agreed gar regulators are installed incorrectly and argued with me saying the wire size was not the problem and that soft start would be charged. I only repeated what I was told and still charged.

  

  Business Response

  Date: 01/30/2025

  I understand it can be frustrating to be told one thing and then another. The reason there is a balance of $518.94 is for the part installed of the soft start with relay system on September 12th, 2024, in the case we install a generator, and something is needed or not operating properly yes usually this is under warranty being the company Airsouth provides the generator. When it comes to this, that is not the case. This was a customer provided equipment job. We cannot provide warranty on equipment we did not issue. Being that the reason for it not working efficiently was not to do with installation but rather more work that was needed for it to be done for the outside system to also operate that is what you are being charged for. The prices on invoice due are as follows the labor for the installation of Complete Compressor Soft Start with Relay System for $195.00 this is for our experts' time and work, then the part itself "ICM870-16A Soft Start, Built-in Start Capacitor, Over/Under Voltage Monitoring, Over-Current Protection, Current 16A" for $289.99 then of course taxes of the work for $33.95. You aren't paying for anything that would be covered under your installation but rather something that was further needed for the customer provided system to work. That is additional work provided by Airsouth not on the generator but on the **** system of the home. This invoice is due and has now fallen to 90+ days past due. We have reached out and resent this by email and text link you can call in to make your payment or pay through the link. Thanks. 

• Initial Complaint

  Date:01/24/2025

  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.

  I a representative of air came out and was supposedly to give an estimate on a unit in.the process he asked for my husband information and turns he placed an order for the unit..in which we didn't tell him to place an order we only wanted an estimate. So I reached out to another company for an estimate and we went to take a look at the old unit and there was new condenser that was on the property without our consent.. so ***** ******** and amber j was notified about the finding and I asked them immediately to remove it because i/we never ordered anything we only wanted an estimate. So at this point they still have not removed the condenser...also I was emailed a bill for $43,000 for a air unit

  

  Business Response

  Date: 01/30/2025

  Good morning, I am glad we were able to speak Monday 1/27/2024 and come to a solution, I am waiting for the manufacture to reach out to us and get back with us on a return date. The bill wasn't from us so definitely for your protection don't pay that because we haven't sent a bill at all let alone a bill of that cost. I do look forward to speaking with you again once the manufacture gets back with us on a date for return and removal. I do see we have a signed estimate from Mrs. ***** so maybe there was some miscommunication and that is why the unit installation started being it was signed off on. But I am happy to accommodate removal as soon as I have more information with the manufacture. Thanks. 
  

  Customer Answer

  Date: 02/09/2025

  This matter has not been resolved on our end..we didn't know there was an emailed sent to us we were waiting on a phone call.

  We are still waiting for this to be resolved. 

  Thank you

  

  Business Response

  Date: 02/12/2025

  We have been speaking back and forth with Mr ******** and Mrs ***** for weeks now. We have removed the unit, I am not sure where the amount she is getting came from that is incorrect information. Please let us know if we can be of any further assistance everything has been removed. 

  Customer Answer

  Date: 02/13/2025

  Air South removed our condenser that we had on our property but failed to mentioned that in there response nor did they mentioned they submitted my husband Info to a financial institution without his permission.. this is where we are with air south..no it wasn't  a miscommunication..those documents were fraudulently obtained. So what is the plan to rectify our condenser that they  air south crushed so stated by ***** ********??

  Customer Answer

  Date: 02/23/2025

  ******* and I  are yet to hear from Air South regarding our condenser that they removed..

   

• Initial Complaint

  Date:01/17/2025

  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.

  AirSouth employees and management are unprofessional. Damages occurred to residential dwelling during a generator installation. A total nightmare!

  

  Business Response

  Date: 01/20/2025

  Good afternoon, I see we installed a generator finishing on 1/15/2024 to which this appointment isn't when the damage occurred. On 1/16/2024 we came out for a service call of a hot water pipe coming from the water heater in the laundry room that had busted, we turned the water off for you and booked a return job to repair that with the proper materials. When we came back on 1/17/2024 we repaired the line for you but were unable to repair the sheet rock that needed replacing due to the parts house being closed before we would be able to make it that day, as well as our plumbers not being able to do any type of construction repair. That night we booked a return job for our construction repair specialist to return and repair the ceiling. I see we have you scheduled for this Thursday January 23rd. I apologize for any inconvenience this may cause I understand it can be frustrating to have to wait for an appointment. We try our best to get to someone as soon as we are able but our schedule is very busy during this time of the year with the weather advisory's. We look forward to seeing you Thursday let us know if we can help in the meantime. 

• Initial Complaint

  Date:01/17/2025

  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.

  The business mis***resented their services and upsold without full explanation. The business quickly started but never completed task before moving on to different parts of the sale. The company left us without heat during one of the coldest spell of 2024. The business had to be reminded of what services had been sold, installer did not know what had been discussed with scheduling manager when he arrived to install. The sales *** did not convey any information to the installer. The company was full of miscommunication and we had to constantly call for updates of when to expect them and when they would arrive and what they would be doing. They acted as if we did not deserve to know what was going on in our own home. They used our music room with 2 grand pianos as storage and work room. Today when they finally arrived, they decided it was ok not to put down protection for my wood floors. The electric work on the new heater is scarey and was not updated from my own system. This is for a new system so I would expect new wiring on the install. I can keep going but have run out of room

  

  Business Response

  Date: 01/20/2025

  I apologize for the miscommunication, and any inconvenience this may have caused you. We have many customers without heat and are trying to get to them all as quickly as possible. Your business is important to us. I see we are coming out today and should have the issues resolved. Then we will just have some finishing touches to do with your electrical there is some new sub panels and breakers going in and all wiring will be checked accordingly. I see we did offer to provide and deliver heaters for the time being without due to a delay. At the time you stated you had your own.  We do aim to be sure everything that is functioning as it should and safely. If there was concern regarding the current electrical this would have been quoted and presented at the time you decided to move forward. If you would like to discuss the charges as listed on the invoice, feel free to give us a call in office. Let us know how we can help address these concerns further. Thanks.