ComplaintsforSouthern Trust Home Services, Inc.

• Initial Complaint

  06/23/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I first contacted Southern Trust in February 2022. I was enrolled in their Customer Care package without my knowledge or consent which is $374. Also, Southern Trust promises a 10% discount for veterans. I was told a check was issued for the military discount which I never received. My total for the services was $5,500.

  

  Business response

  06/23/2022

  Total bill of 5500 with 15% off would of been $875 more. Which is why it was included to lower the price. Check was mailed on the 21st of July, which is typically takes two to three weeks to process check returns. Client should be receiving their check any day now.

• Initial Complaint

  06/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 9, 2022 I asked for porch lite to be working. The technician replaced two burnt out bulbs with bulbs I gave him. He flipped the switch and they worked. The job was over as far as I was concerned. But he came in the home and said the switch was loose and needed to be fixed. My husband told him that switch worked fine it was the other one that was not working. So he fixed supposedly both. I was told by the office that I would be charged seventy nine dollars for an estimate and it would be put toward the work done. When the technician arrived he said it was just for walking up to my door. I told him I was on social security and his estimate was way too high. He answered that it was for excellent and speedy work. I said I did not ask for speedy work. The office said you were in the area and had a job to do at two o'clock that they could fit me in at twelve o'clock. He told the office he was here longer than he was. He came at five past twelve and left at five to one. He sat in my driveway when he could have left immediately for over fifteen minutes. The manager offered me back seventy nine dollars when the job took only five minutes as all we wanted was to get the light on. I felt I was misled when I called and by the technician who looked for additional work. The switch was working but he said it would have failed down the road. Ok, then I'll have it fixed was not a good enough answer for him, he proceeded to fix it. At that point I walked away as he was not listening to me. I got my husband who also told him the switch was fine, the other one was not working. I told my husband to leave him alone and let him finish up and leave. Usually I tip, any workers here, but I did not tip him as I felt he overcharged us. He also tried to sell me his plan of over three hundred dollars to reduce any further work by fifteen percent. I told him NO, I am never using you again as I can not afford you. At that point he left. He never introduced himself, very unprofessional.

  

  Business response

  06/14/2022

  The client has shared her experience inconsistently. She signed upfront pricing, the technician did introduce himself, and his clocked time onsite was accurate and has been verified with GPS. The client has continued to send harassing and profane texts and emails since the visit.

  Customer response

  06/23/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. My problem is when I first called Southern Trust I was told that the visit would cost me seventy nine dollars and if I accepted it would be applied to the job. I had burnt out bulbs which I gave him to replace and the switch worked. The tech decided the switch was loose and needed to be fixed. I protested no its fine and he replaced it anyway. I signed his ipad as he would not even come in till I did and thought it was an estimate as told by the office when I called. I thought once he saw it was burnt out bulbs he would charge me for that and leave. I told him I did not have the money he wanted and he said it was for speedy and excellent service. So I called the company and they offered me seventy nine dollars back. And I said how does that help me, you bounced my account and hung up, no other words were spoken to them They continued to text me join our plan. I replied I can not afford you even at fifteen percent off. Then ten minutes after he took my bounced check he texted me do you want a generator for your home? They are the ones who were harassing me as I already have a generator and the tech had to see it at the breaker box. So I was angry and texted back rudely, that was the only time. I am now writing to the attorney general as I feel this technician took advantage of a seventy seven year old disabled veteran as he said all these homes in this area have old wiring. I will never use this company again.Please provide copy of signed agreement/upfront pricing.  Regards, ******* ******

  

  Business response

  06/23/2022

  The expert did look at the panel box and the situation before charging a minor diagnostic charge to do the work. This is when the estimate was assigned approving us to the do the work. The text that was sent as a promotion for generators is sent automatically when a job is completed. At It was not specific to the client. The client then responded to the promotional email "F off". At 3:51 on 6/9/2022 our service email received an email saying "You should be called Southern Ripoff!". The next message came on 6/9/2022 which stated "You people are liars and cheats!" at 6:07pm.  At 6:22pm we responded: "Good evening, We appreciate your feedback. We always provide a guaranteed upfront pricing that does not change that is agreed before starting the work. I know our service manager spoke with you earlier, but the conversation was off short with no resolution. Our pricing includes warranties and 24/7 guarantees. In most cases we are out the same day with expedited service. If you need further assistance, please speak with our service manager. Thank you, ***, and have a great day.". In Which the client responded at 10:51pm with "I don't agree. Your company Southern Trust told me it was seventy nine dollars for an estimate for the work to be done. Your worker told me it was seventy nine dollars just to come to the door. He would not even analyze the job till I signed for three hundred and eighty dollars. My daughter said I should have just slammed the door in his face. But instead I thought once he saw it was just replacing dead light bulbs I gave him and a loose switch it would be way less. No, he said it was for the speedy service. Well, I did NOT ask for speedy service that light had been out for over a month. I told him both my husband and I were in our seventies, totally disabled with arthritis and living on social security. He did not care and said if you call us you will pay for our excellent service. Right, anybody can change a light bulb given to them. Seniors beware this is a bad company! I will post this info on the web and see what other seniors think of this job. He was here less than an hour and set in my driveway when done for over fifteen minutes. He took all my grocery money for the month. Sincerely, *** ******"We received another email at 11:20 PM "I am definitely reporting this to the better business bureau as I feel we were lied to as to the estimate. I did not ask for speedy service. I was told by the office that they had a man working in Collinsville today that could do the job. I said ok. We are seniors, my husband and I are seventy seven years old on social security disability and your worker ripped us off bad. Sincerely, *** & ******* ******"We reached back at 11:30PM stated: "Thank you for your continued feedback. As I stated, can I please have you call our service manager for a resolution to your is***?I have this included with everything that was done at the home, with a significant more working time :"On diagnostic found bulbs to be bad and also switch to be loose going bad. Replaced bulbs and switch turned on everything working properly. Also replace switch and same box that controls the outlet being that it was a loose connection. All working properly." The client called and spoke to the service manager on 06/09/2022 and he did offer a credit of $79, the client declined the resolution of the credit on a recorded line and stated that she would just not call us anymore. There was an ending to the call and no one was hung up on. It was a call lasting 10 mins and 13 seconds total. *** and ******* replied 6/10/2022 at 3:03 AM: "Yes, that would be fine. I do not have a problem with the work done. My problem is the fact I was told he would give me an estimate for seventy nine dollars and he did NOT. He said the seventy nine dollars was for just walking up to my door. I do not like being lied to. If I was told that from the beginning I would not be having a problem with it now. I have had electrical work done here before and I have never been given such a bill for work done in less than an hour. He sat in my driveway for over fifteen minutes when he could have left immediately. When I asked why am I being charged so much when you used bulbs I handed you. He said for excellent and speedy service. I did not ask for speedy service. I was told by you that he was in the area and could do the job. Apparently he thought it was smart to rip off two disabled senior citizens. My husband was in the Air Force, served his country and is seventy seven years old and now has dementia. ******* my husband now wants me to write to the Better Business Bureau. I will try first talking to your manager again but have little hope. Sincerely,  *** and ******* ******"The reply was sent on 6/10/2022 at 8:34 AM to begin working on a resolution from the human resources and recruiting manager: "Absolutely, I am going to get him to give you a call. I appreciate your husband’s service. Both of my parents were also in the air force. Thank you for reaching out and I look forward to working on this resolution with you." The complaint was filed before the service manager spoke with the client to provide a resolution, even though they were informed it was being worked out.   

  Customer response

  06/23/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards, ******* ******

• Initial Complaint

  05/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of work: 4-9-2022 and 4-19-2022 The price paid for replacing an electrical outlet with a new outlet. 439.00 The problem: 1. Is that the new outlet is not working. 2. Upfront pricing was not adhered to. After the second visit on 4-19-2022 was told an additional 350.00 would be needed to find the cause of the receptacle not working. 3.Satisfaction 100% guarantee not applied (outlet not working) 4. 59.00 service fee waived if acceptance of work , which I did in the beginning. Was not credited to my account. I contacted the company a third time on approx 4-26-2022 and asked to speak with management. I spoke with a kind man who suggested the "master electrician" come to find or trace the problem. I accepted, he did stated that he would call said master electrician and get back to me. I also addressed getting a written bill of work which I have not received to date. As of this date I have contacted the business three times and the new gfi outlet is not working or has this " manager" got back in contact with me. I have to say this experience is really lacking to be desired..

  

  Business response

  05/12/2022

  We reached out to the client again this week to schedule an appointment with our lead electrician. Client did not answer and has not returned our calls.

  Customer response

  05/16/2022

  Business has reached out to me I am speaking with the manager at this time to find a resolution.  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. Regards, ********* *********

• Initial Complaint

  11/02/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This company id is advertising services without capacity. It does not perform as advertised. I have two projects - 2 different bathrooms. One is a renovation and the other is new. Both project managers indicated the company cannot complete the projects. I have to outsources elements to other contractors. This is not what was presented upfront. I want my deposits returned ASAP.

  

  Business response

  11/03/2021

  We have tried to contact the client on three occasions yesterday in regards to his phone call requesting to cancel service. We have been unable to reach him each time and have left voicemails. We had the jobs scheduled and are awaiting materials for each.  In most cases, work can be performed the same day as service. In these cases, Mr. ****** has a signed contract to do a bathroom remodel and also a signed invoice putting a deposit down for the plumbing job in the other bathroom. There are procedures for cancelling these types of services and we will continue to attempt to contact Mr. ****** or he needs to contact us directly.

*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. ↩