ComplaintsforSouthern Home Services

Holding Company

Multi Location Business

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Initial Complaint
10/29/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
****** and I both selected to no longer get JUNK mail by signing up for this program that allows us to keep JUNK mail to a minimum. We probably keep getting JUNK mail from them almost every other month - it is usually hidden externally by placing it in a regular envelop with no information - looks like a LEGAL mail that I must open and then find their JUNK and unwanted mailers from them.I had a COMPLETELY new Air Conditioner installed August 2020 by my current Heating and *********** and renew their annual maintenance service yearly. This company has been very good in maintaining this Air Conditioner and Heating unit these past 4 years.Would like for them to STOP sending this JUNK mail.
Business response
11/12/2024
Thank you for bringing your concerns to our attention. We understand the importance of respecting your preferences regarding communication. To ensure your satisfaction, we have promptly added your address to our do-not-mail list within our systems. This will prevent any future mailings from being sent to your address.
We apologize for any inconvenience this may have caused and appreciate your patience as we work to honor your preferences. Should you have any further questions or require additional assistance, please feel free to reach out.
Thank you for giving us the opportunity to address this matter.
Customer response
11/13/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
****** and I will ALLOW 90 days to past to have them update your information. If we get ANOTHER mailed item from you then I will AGAIN file another BBB complaint and then ADD a picture of the unwanted JUNK mail to show what are still MAILING to us - which you AGREED to STOP.
Also, if I were critiquing your a very minimal - 2 sentence response - I would put the actually apology in the first sentence. I am expecting to get more mailers from you.

Sincerely,

****** ******
Initial Complaint
10/03/2024
Complaint Type:
Service or Repair Issues
Status:
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.
*** took my money- full payment, but didn't finish the job, and now all I get from them when I call them is 'Lip Service '. I paid them nearly 9 thousand dollars to re-pipe my home including (post re-piping) drywalling. After the re-piping was completed, they failed to follow through on the permit/inspection process & the drywalling.
Business response
10/14/2024
Mr. ******,
Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience caused. As you know, we are actively in communication with you to resolve the remaining aspects of this project.
The permit is scheduled to be posted tomorrow, 10/15/2025, and we are aiming to have the inspection completed the following day. Once the inspection is passed, we will promptly schedule the drywalling to be completed. We discussed these updates with you earlier today as we wanted to make you fully aware of the current status and next steps.
We are committed to completing the job to your satisfaction and appreciate your patience as we work through the process.
Business response
10/17/2024
Mr. ******,
Thank you for bringing this to our attention. We sincerely apologize for any frustration or inconvenience caused. As you know, we are actively in communication with you to resolve the remaining aspects of this project.
The permit is scheduled to be posted tomorrow, 10/15/2025, and we are aiming to have the inspection completed the following day. Once the inspection is passed, we will promptly schedule the drywalling to be completed. We discussed these updates with you earlier today as we wanted to make you fully aware of the current status and next steps.
We are committed to completing the job to your satisfaction and appreciate your patience as we work through the process.
Initial Complaint
09/30/2024
Complaint Type:
Service or Repair Issues
Status:
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.
June 26, 2024 an agreement was made for bi-annual service for my HVAC equipment. Filters included on this bi-annual service as always. On this day I spoke to the General Manager and discussed the issues I had the previous year of 3 cancellations and me taking off work to be here etc. Also my unit not being cleaned as before the second time and also one of his employees being rude upon arrival. After thought of others who came I decided to renew and no mention as to changes were made to me. I had repeatedly been bombarded with phone calls from not only him but the telephone staff to renew, shocking they wanted me back for another year. So I signed up. When the technician arrived he informed me I would have to pay for my filters now. I laughed and said oh no. I have my own and u can put that back on your truck. He apologized and I provided him the exact filter he had. They r $69 each. So I would like either that amount refunded to me as this was a part of the service when I renewed. Or I would like the filters provided to me for my contract as a resolution to this matter. I tried to call and speak to the General Manager of the business but I was told that he would not be speaking to me about the matter. As I see it he did not want to even to try to resolve the matter so I am coming to you for assistance. Seems small butits the principal of it all for me.
Business response
10/14/2024
Thank you for bringing this matter to our attention. We appreciate the opportunity to clarify the situation regarding the customer's HVAC ********************** agreement.
On June 26, 2024, the customer renewed his bi-annual ********************** agreement. As part of our updated policy, filters are no longer automatically included with the service but are available for purchase if needed. During the most recent visit, the technician informed the customer about this change. However, since the customer already had his own filters, he declined the offer and provided the technician with a filter to install, which was done without issue.
Regarding the other concerns mentioned in the complaint, none of these issues were brought up during our conversation at the time of service. The customer's primary concern was the change in the filter policy, which was explained to him by our technician. The customer chose to use his own filter during that service.
We value all of our customers and strive to provide clear communication and excellent service. We regret any misunderstanding that may have occurred regarding the filter policy and are happy to clarify any further details if needed.
Initial Complaint
09/26/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Installed a hvac unit in July. Quoted for a missing cover panel for my fuse box .They could not find a panel and the hvac passed inspection. They were suppose to refund the money. Have called weekly get told they sent it to regional manager
Customer response
09/30/2024
They sent me the money owed. Recieved saturday 9/29/24. Thank you
Initial Complaint
09/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I hired Fox Service to address some heating/cooling/humidity challenges in my home. Their team came out and advised there was not enough insulation in the home and we purchased 12 inches of insulation (~$4.5k) in 2023. We continued having issues/no improvement, and then *** advised they should have sold us ductwork services, not insulation, and I paid another $2k for ******** retrofitting in June 2023. Since this time, we have had ongoing heating/cooling/air balance issues and they have repeatedly said they would make it right, sending out different crews to work on the issues which have never been resolved. During the process I learned (from their own admission) they had not installed materials we had paid for on our invoices (dampers and filters), and also that one of the crew hd damaged the **** and insulation was being sucked into the coils. I have had two separate people come out (a licensed contractor and another large and license ********************** company) to review the situation, and have since learned that 1) we did not have the proper amount of insulation blown in (less than 4 inches in some places, less than 8 inches in others - and bare spots) , 2) some of the materials (dampers) had not been installed correctly and are not functional at all, 3) some of the work was done so poorly it had als0 created net new issues. I have contacted *** repeatedly by email and phone and as of 9/18/24 am still waiting for the general manager to contact me. We have been extremely patient and diligent with them and given them ample time to make things right to no avail. It will now cost me more money to fix this than I had already paid to ***. Meanwhile I can not heat or cool my home appropriately and we have 7 degree temperature differences daily between rooms which is due to the severe air imbalances.
Business response
10/11/2024
Dear BBB,
We would like to address the complaint regarding ****** ********. After the initial concerns were raised, we went out to the property and performed additional work to resolve the issue. Following this visit, the customer informed us that they were satisfied with the outcome.
We appreciate the opportunity to address and resolve these concerns.
Initial Complaint
09/10/2024
Complaint Type:
Order Issues
Status:
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.
Dear BBB Representative,I am writing to file a formal complaint against Pro Plumbing ************************** regarding a series of delays, miscommunications, and unfulfilled contractual ************** March 2024, I signed a contract with Pro Plumbing for various services, including a critical "Re-pipe Two Bath/Kitchen/Laundry" task for the property. Despite paying a total of $23,097.66, the re-piping work remains incomplete, and Pro Plumbing has since quoted an exorbitant price for this task, far exceeding the initial agreement.After numerous attempts to resolve the issue, I was met with inadequate communication and poor service, documented in over 100 calls and texts. Furthermore, Pro Plumbing has sent my account to collections for services unrelated to the incomplete re-piping job, damaging my credit.I am seeking your assistance in mediating this dispute to ensure Pro Plumbing takes responsibility for their failure to fulfill the contract and addresses the outstanding issues.Thank you for your attention to this matter.
Business response
10/18/2024
Thank you for bringing Ms. ******* ***** concerns to our attention. We take all customer feedback seriously and are committed to resolving disputes in a fair and professional manner.

We would like to provide clarification and additional context regarding Ms. ***** complaint:

Contractual Scope of Work: Ms. **** initially contracted us in March 2024 to complete a re-pipe of two bathrooms as part of a broader home project. The agreed-upon scope was for the plumbing work to cover these two specific areas. However, when our team arrived to begin the work, Ms. **** instructed our installers to re-pipe the entire four-bathroom home instead. This was beyond the original agreement, and our team paused the work to reassess the request.
New Estimate for Expanded *************************************** request for additional work, we provided her with an updated estimate for re-piping the entire house, which came to approximately $30,000. Ms. **** declined this revised estimate and expressed her desire to revert to the original scope of work. However, upon sending the team back out, Ms. **** again requested that the full house be re-piped, which caused us to halt the job once more.
Completion of Other Services: All other contracted work outside of the plumbing re-pipe was completed in accordance with the original agreement. Despite multiple attempts to clarify and complete the two-bathroom re-pipe as contracted, Ms. ***** insistence on expanding the project without incurring additional costs caused significant delays.
Outstanding Balance and Collections: All other work has been completed but has gone unpaid. Ms. **** owes $26,000 for the completed services. Her BBB complaint was filed after her account was sent to collections for the unpaid balance.

We believe we have acted in good faith throughout this process, making multiple attempts to resolve the issue and fulfill our contractual obligations. However, Ms. **** has repeatedly requested additional work that was not part of the original agreement but refuses to pay an additional cost for that work.

We are still open to discussing a resolution to the remaining contractual issues in order to avoid further escalation. Please feel free to reach out to discuss any next steps that can be taken to bring this matter to a close.

Thank you for your attention to this matter, and we look forward to working toward a satisfactory resolution.
Initial Complaint
08/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
My air conditioning unit had visibly frozen up. I called A+ heating and cooling to come and diagnose the issue and give me a quote on what it would cost to fix. The **** tech told me the Evaporator Coil in my air handler in the attic had a large crack in it and was therefore leaking the refrigerant leading the unit to freeze up. He explained to me that the unit had a warranty on it as it is only 2 years old and that the part would be free after the warranty part exchange. He promised me an itemezed invoice and pictures of the issues. I never received and itemized invoice or pictures of the issues. After looking up the price of the part that is broken, I concluded that it is less thay $600. Remind you, this part is supposed to be under warranty and free of charge. I also found that a brand new entire AC unit is less than $2,700. So at the end of the day this company is trying to charge me $2,800 just for labor and with no explanation to the charges. In what world does the labor for this cost $2,800?! Seems like they are trying to make a **** and take advantage of people, especially since I am a woman. I might add that when talking with the **** tech after trying to get ahold of the company, he explained to me that they carry a 10 million dollar insurance policy, its expensive to run the company, and its dangerous work. Again, nowhere did they explain the costs or how much labor was per hour.
Business response
09/05/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
We appreciate your patience and the opportunity to address your concerns
Initial Complaint
08/20/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 7/16/24 I contacted ****************, who also services A/C units, to come to my rental property to check out the ** unit that wasn't cooling properly. After performing diagnostic testing, it was determined the unit was low on R22 refrigerant which the tech said his company did not have. I paid Berico Fuels for the service call and searched online to find A/C companies in **********, ** that have R22 refrigerant. The **************************** Service ** was one of the firms that came up online from this search and I set up an appointment with them. When making the appointment, I specifically asked if they had R22 refrigerant and the person I talked to said they did. When the tech arrived I told him a diagnostic had already been performed and all I needed him to do was recharge the unit with R22. He told me his company did not carry R22 because it was too expensive and was difficult to find anymore because of regulations. I voiced my concerns as to what I had been told when I called to make the service appointment and that his company had wasted his time and mine. I also said I would not be paying for the service call since I was misled concerning the R22. As of 8/20/24, I have not received a bill from this company via email, US mail, or text message. On 8/16/24, I received a phone call from them asking me why I had not paid for the July service call. I explained, with my statements from above, that I would not be paying the $95 July service charge since I was given misleading information about R22 and that issue would have to be settled in small claims court. I am 78 years old and have always paid all my bills on time and maintained a very high credit rating. I do not want this episode to reflect negatively on that record.
Business response
09/05/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
We appreciate your patience and the opportunity to address your concerns
Business response
09/05/2024
Good afternoon,

We were unable to locate your records in our system with the address given. Can you please provide the address for the service and we will look into the concerns you mentioned immediately. Thank you!
Customer response
09/11/2024
Address for service call:
1001 Pineburr Road
High Point, NC 27282
Business response
10/17/2024
Thank you for bringing this to our attention. We apologize for any confusion or inconvenience caused during your service call.

After reviewing the situation, it seems there was a miscommunication when you spoke with our Customer Experience Center (CEC) about the availability of R22 refrigerant. Your technician’s information was correct: we no longer carry R22 due to its scarcity and high cost, and we haven’t for some time. As refrigerants evolve, such as the upcoming transition from 410A to 454B, certain types will become unavailable.

We understand your frustration, and we’ve adjusted your invoice to waive the diagnostic fee, and apologize for any inconvenience. Please feel free to reach out if you have any further questions or concerns.

Thank you again for sharing your feedback and for your understanding.
Customer response
10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22171097, and find that this resolution is satisfactory to me.

Sincerely,

Michael Johnson
Initial Complaint
08/12/2024
Complaint Type:
Service or Repair Issues
Status:
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.
When my ** unit was first installed I was happy because they got them out there quick to install it. Two days after the install I realized they unplugged my deep freezer and $700 worth of food I had been stocking up was destroyed and all of it had to be thrown away.I called the office 4 times within the span of 2 months and asked if they reimburse me for the food I lost. Each time I called and was told my information would be provided to the claims department and that I would be hearing from the higher *** and never did.About 3 months after the install the ** unit stopped working and when the repairman came out to look at it he informed me a wire was corroded and needed to be replaced. I was in shock because the unit was only 3 months old.Since then my ** unit has stopped working twice and I have been able to get it running again on my own and that is with monthly maintenance of the drainage line and changing the filter properly.On 8/11/24 at 4:45pm, is the most recent time my unit stopped working. I spoke to *** and explained him the situation of the ** blowing hot air and needed someone to come look at it. I told him about how this has happened multiple times and the issue with the food going bad and he informed me of the extended warranty. This ** unit is still under a year old and don't feel like I should need an extended warranty for a brand new unit I am paying $13,000 for.*** informed me the repairman would be out by midnight and if he didn't make it out by midnight I would be one of the first appointments on 8/12/24.I never heard from anyone so at 5pm over 12 hours after I spoke to *** I decided to call and ask what was taking so long for them to get there. I was informed the tech was on lunch and would be getting to my home shortly.At 5:24, I finally received a call from the repairman **** and had to cancel because I assumed they weren't coming and had to leave and get food. I am now scheduled for tomorrow morning on 8/13/24.
Business response
09/05/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
We appreciate your patience and the opportunity to address your concerns
Initial Complaint
08/07/2024
Complaint Type:
Sales and Advertising Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We were having an issue with our plumbing, called Pro Plumbing and asked them to diagnose the issue. The plumber came quoting $989 to dig to septic tank lid, open it, and run a line through the pipe to try and clear it. When the plumber dug down to the septic tank he opened it and stated the tank was full and the previous company who drained the septic tank a month ago had scammed us and our tank was still full. So the plumber stated he would only charge the $377.71 for digging the hole since he couldnt run the line through the pipe until it was drained. We called the sewage company to drain the septic tank (again) and they came within an hour. The sewage company stated the septic tank is supposed to look that full because of the water and the pipe the plumber needed was still easily accessible. The sewage company actually asked what the issue was and why did we even call them out there since nothing was wrong.. When the sewage company asked who the plumber was & I stated Pro Plumbers they stated never use them as if they have continual issues with them. I then had to pay a $265 service call fee to the sewage company, all because Pro Plumbing didnt know what they were doing or looking at. So I paid about $643 for nothing all because Pro Plumbing didnt know what a septic tank was supposed to look like and my problem was still not fixed.
Business response
09/05/2024
Thank you for bringing this matter to our attention. We sincerely apologize for any inconvenience you have experienced. Please be assured that we are currently investigating the issue to fully understand the situation and work towards a satisfactory resolution.
We appreciate your patience and the opportunity to address your concerns
Customer response
09/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company reached out personally, listened and we had a wonderful conversation that I felt was productive. I appreciate their response.

Sincerely,

*****************************

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