ComplaintsforSouth-Port Mechanical/Geothermal Inc.
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Complaint Details
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Initial Complaint
31/08/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
We have a down payment on a unit and the business was storing it for us until we were ready for them to install. We have tried to contact the business through phone, in person and email with no reply by the business. We understand that COVID has impacted a lot of businesses but a phone call or an email is not unreasonable.Initial Complaint
17/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I got a quote from this business(Southport mechanical) for an installation of a fireplace. I gave a 25% down payment for the service. After 3 months of not having the product installed, I questioned the timeline. They informed me they were awaiting parts. I have since tried calling the last 3 months and left multiple messages to return my call but no has reached out. Their phone service no longer accepts messages and the office is closed. I would simply line my down payment returned so I can go else where. I have spoken to other individuals in the area that are currently going through the same situation with this business.Business response
06/06/2022
Business Response /* (1000, 5, 2022/05/25) */ Due to unforeseen circumstances the office was temporarily closed. Covid has been a trying time for many causing unexpected delays with manufacturing and shipping. Resulting in parts taking months to arrive. Our Vendor is on the west coast and only ships complete orders once all parts for fireplace are in. We take great pride in providing exceptional service and apologies for not meeting those expectations. We have tried contacting customer to fulfill their request.Initial Complaint
04/04/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Retirement home was built in 2014, the geothermal system was purchased from and installed by South-port Mechanical and they have provided standard service several times. We called South-port January 25th and left a voice mail advising our back up electric furnace was coming on all the time and suspected there was something wrong with the geothermal system. House was at 65 -67 F.We called back again Jan 26th, spoke with Connie, described what was occurring and were told she would call us back and advise. We called back on Jan 27th as we thought the geothermal was still running and were concerned about it being damaged. The owner called us back that afternoon and advised if there was problem, the geothermal would shut itself down to prevent it from being damaged. The technician Ryan came on Friday 28th and advised the air dryer filter had literally exploded, the geothermal had not shut down and was still running, that the compressor was making grinding noises which may have been because the system had lost pressure or it could be that the compressor was damaged from the air filter dryer particles, he would not be able to tell until the part was replaced and the system recharged. We would then know if it could be repaired or we would be looking at replacing the system. That was a bit of a shock as the system is eight years old and we understood geothermal systems have a 20 year life span. In early Feb, Connie advised part was in and Ryan would be back out to install either Monday or Thursday next week. He did not show up. We called multiple times leaving several voicemails requesting an update. March 13th we sent an email again requesting an update. Connie responded Mar23 saying "Currently there is no Geothermal technician on staff. I will find out what step to take next and get back to you" No update, emailed again Mar 31 inquiring if they had a contingency plan. No response. We want them to honor their guarantee to repair our system now.Initial Complaint
05/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Geo-Thermal furnace was purchased through southport mechanical a couple of years back and this company has done any routine service required since. Late September my furnace broke down and I called Southport. They were booking 3 weeks out and they could probably fit me in sooner since it was starting to get cold out, no appointment was made they would call me in the next couple days and fit it in. Over a week went by and I didn't receive any call or message. I called back and was given an excuse and talked to very ****** from the company service rep. This went on another 3 times over the month of Oct and not once did they call and always seemed irritated when I phoned. They finally gave us a service appointment for Nov 30. stayed home for the appointment. They never showed up, we called and they didn't know what happened they would phone the next day. They never phoned back again. Each week we phone and beg them for a tech to come out and get told excuses. They won't provide a service date because they don't want to cancel. Last Friday Dec 17 they said someone would be here Monday, but would call back and confirm, once again we didn't even get a call back. We have reached out to other companies for service, but Geo-thermal techs are slim in this area. Both other companies told me they are about 1 month booking and priority customers are there existing client base that purchased equipment with them. Also they don't know my equipment and probably won't be able to fix same day because parts are unknown. Extra fees also apply because I am located further from them. I set up a appointment for Jan 17 because I don't know if south-port will ever come. My house does have wood stove for heat but it can't keep up to the 3500 sq feet. My 4 kids are sleeping in hats and sweaters, using space heaters in bedrooms and basement so pipes won't freeze. I can't leave my house for more then 12 hours. My house goes below 60 at night. Once it gets colder I'm in real troubleBusiness response
11/03/2022
Business Response /* (1000, 7, 2022/02/08) */ My apologies for not meeting your needs in a timely manner. Our office has been hit and affected by Covid and we are down staff. I've attempted to contact so we could schedule a service call leaving messages before Christmas and again in the new year with no response. I am new to the position and I would like to resolve this matter.
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Customer Complaints Summary
4 total complaints in the last 3 years.
0 complaints closed in the last 12 months.