ComplaintsforSouthern Comfort Homes

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Home has 1 year ******* warranty. 1-6-24 emailed Prohome about 1-4-24 alarm going off/ Cyclone Septic. 1-9-24 float failed/replaced. Cyclone struggled engaging the power disconnect after service.Mid Jan called Cyclone about overflow alarm/one sprinkler working. Cyclone denied service call and said wait until second sprinkler thawed out.1-26-24 message left on Prohome Emergency line 11:33pm/non flushing toilet. ***** contacted Cyclone/no response. Homeowner left message with Cyclone/call back received 12:22am. Cyclone denied service due to rain/dark/no after hours service. Cyclone advised 2 days before tank overflow would happen/apt made **** @9am.Due to history of septic failure homeowners left ******** at **** 2am to home. 33 calls made checking status of home/messages to Cyclone and Prohome requesting immediate help between 2-5am. 1/26 11:53 pm PHONE LOG: 13 MIN FACE TIME CALL OBSERVED WATER COMING IN UNDER TOILET SEAL. WATER INFILTRATION STARTED A FULL HOUR BEFORE SOFTNER REGEN DOCUMENTED BY CULLIGAN SYSTEM.5AM Homeowner checked system/no alarms/no pumps working. Homeowner pushed power disconnect all the way in and made connection/system powered up alarm/sprinklers came on.Homeowner talked with Prohome 7am advising system had emptied for 2 hours. The system completed draining before the 9am Cyclone Septic visit.Cyclone arrived 9am. Homeowners informed the tank had emptied for 4 hours and sprinklers shut off. Cyclone and homeowners inspected power disconnect/ pressing the disconnect caused the power to shut off spontaneously. Cyclone pulled and reseated multiple times and got the power back on. Cyclone/power disconnect not their responsibility. ******* advised the clog released was due to overfull tank and nowhere for solids to go. On **** at 9am Cyclone employee/ both homeowners witnessed first hand the power disconnect failing when touched.Builder denied warranty by obtaining letters in writing stating system working on inspection.

  Business response

  02/15/2024

  I was made aware by other parties involved in this event at this property that additional complaints were filed against them by the homeowners at **************** well. Prohome of ******** and also Cyclone Septics had complaints filed with the BBB from the homeowners.

  After reviewing both of those complaints and the complaint filed against me. it is apparent that there are multiple discrepancies in the timeline as reported by the homeowners. Therefore, I cannot determine which series of events is accurate from their perspective.

  Being the general contractor who built the home located at *************, after inspection by the responsible subcontractors, I was informed by said subcontractors that everything was found to be working properly upon their inspection. And the result of the backup in the home was due to a clog in the main line going from the home to the septic system.

  All parties involved logged the series of events regarding this situation. When the initial call was placed by the homeowners to the warranty company, toilets were not flushing but there was no mention of a backup at that time.

  However, hours later, it was reported that sewage was coming out of floor drains and spilling over toilets. At some point between the initial call that the homeowner's placed to the warranty company around 11PM and the time that the backup and overflow occurred, additional water was introduced into their system. I cannot be responsible for that.

  Both Prohome of ******** and Cyclone Septics reported that they told the homeowners not to flush toilets, do laundry or in any way introduce more water into the sewage system.

  Lastly, the disconnect installed at their property is a typical disconnect and has been installed in 100's of homes. This unit was new at the time of installation and was found to be working properly by the electrician who originally installed it.

  Thank you.

   

*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. ↩