Southern Comfort Heating & Air

Review: Misdiagnosed problem. Changing out unnecessary parts did not fixed problem ($640). Returned and charged $200 still did not fixed problem. No response.

Tenant contacted [redacted] PM to call Southern Comfort Heating/Air. Conflict of interest here. Is this a coincident that owner of Hvac is friend of tenant. SC Hvac was called on 11-18 to service heater that did not stay on. Tech [redacted] changed out thermostat and some motor part for $640. Still not work. Came back next day 11-19, Charged $200 did some rewire and claimed it was logic board problem but logic board was already replaced serviced in July 3 months before and worked fine up to this point. [redacted] came back third time 11-19. cleaned out condensation in water line. That was the problem. When asked about all the charges and why the parts changed out still did not work. He hung up on me, I called Southern Comfort and asked to speak to owner [redacted]. No response. Where is the customer satisfaction here?Desired Settlement: I Will not pay a guy that did not know his job and misdiagnosed problem. He had to come out three times to fix problem. If he knew what he was doing he wouldn't have to change out parts and still could not get it to work.

Business

Response:

Southern comfort has apologized numerous times... I have tried to rectify this issue... my tech in field and my customer service rep [redacted] was cursed out numerous times by homeowner... I told my employees that they do not have to answer to crude comments and to hang up phone... I am [redacted]... the owner and I would be more than happy to address this issue in an adult manner and resolve it to everyone's liking... in 6 yrs in business this is my first complaint... the technicians made mistakes and that problem has been rectified... please contact me at this email... I have no prob admitting to a mistake... but my employees will not be abused... physically or verbally... we were never told what u wanted and to my knowledge only one charge was actually made... all other visits and service charges were waived. thanks to the Revdex.com for helping with this situation... we have been an member in good standing and intend to keep it that way

Consumer

Response:

First of all this is the first time [redacted] has responded. I have not received any apologies from anyone. When this was going on day#2 after I was charged $650 on 11/18, I wanted answers. After replacing thermostat & motor part, heating did not stay on. Tenant left messages and no response. My tenant ([redacted]s friend) gave me his personal cell number which I left messages for him to call me because the charges did not make sense and system still not working. More messages were left at the office, with [redacted], yes I told her I was frustrated and was not directed at her.

Finally on 11/26 The tech that worked on the repairs called. When I started asking why parts changed out and still not working and the high price, he did not like my questions. I don't think I got 3 sentences in before he hung up on me. From that point I have not heard from anyone until 12/24.

Yes I was frustrated and wanted to know why parts were changed out, $850 later and tech had to come out 4 times, until condensation was cleaned out it didn't matter what you changed. There was no reason to change thermostat or motor part they were not broken total $650. I had called around pricing for thermostat replacement, 3 companies came back at $150 but SC charged $200 for part + $50 for install. Tech charged another $200 and stated this time it was the logic board. The logic board was already replaced 3 months before. The last thing that he did was cleaned out the condensation in water line. That was all that was needed. Heater's been working ever since. I called around and was told that's what most techs do first, "clean out condensation". That's a maintenance call which would cost any where from $59-$79. That is the amount I should pay. When all is said and done I don't understand why SC did not run a diagnostic test and read the code which would tell you what is wrong with the system before removing and replacing unnecessary parts.

Business

Response:

Upon our investigation, we found that Southern Comfort ultimately kept the best interest of the customer in the forefront of our service call. Please keep in mind that we were hired by the property management company and received prior approval before any work was completed. Southern Comfort was not made aware of the owners name until after all services were performed. The tenant was a previous customer with strictly a business relationship of Southern Comfort and not a personal "friend" as Ms. [redacted] has stated.

In an effort to be direct in our response, we take exception to Ms. [redacted]s accusations. We further feel there are some significant communication issues which need to be resolved in order for a amicable resolution. In addition to these communication issues, the tenant advised our technician that Ms. [redacted]s personal friend had attempted to fix the unit thereby creating a much larger problem. We cannot be expected to take responsibility for work performed by other individuals.

While it is Southern Comforts policy for our service technicians to check all wiring during a diagnostic call, ultimately it was the wiring which caused the intermittent heat issue, not a plugged condensation line. We have taken steps in additional training with our technician to ensure this oversight does not recur in the future.

We do, however, stand behind our findings and repairs made as stated on our initial invoice with a charge of $649. This invoice takes a proactive approach in resolving potential imminent inducer motor failure and this invoice was preapproved by the property management company, who had also received pre approval from owner, Ms. [redacted]. Our secondary invoice covers the wiring repair in the amount of $189 including the additional charge for $89, which we are willing to waive.

Multiple efforts to communicate and resolve this matter with Ms. [redacted] directly have been met with unprofessional behavior and inappropriate language on her behalf. We have returned all calls in a timely manner; however, we have received no return communication.

We feel suspect of the timing and actions of Ms. [redacted]. Unfortunately, her actions lead us to believe that ultimately she wanted a free repair as we have yet to receive any payment or any indication of payment to come. We are very willing to work toward a mutual agreement as long as communication can remain professional and courteous.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Ultimately Southern Comfort do not want to take responsibility for replacing unnecessary repairs and charges. Only when I filed with Revdex.com to help me look into this matter that I received 1 email. Now I am accused of not communicating and not wanting to pay? Let me tell you I pay all my bills in a timely matter and have a 800+ credit rating. Who has been trying to get a hold of who? Let us compare our phone records.

The

Tenant was a property manager and stated he gave lots of business to SC. Owner are buddies and his name came up several times before. When logic board went out in August he wanted to call SC to fix and deduct off of rent. Yes I had a personal friend, he is a retired head tech for Clark and Rush for 30 years to change out logic board and later to clean out line. After 1 visiting Tenant got into one of his moods again and would not allow him to return.

Bottom line, After each visit from SC, heating did not stay on. Southern comfort had to come out 4 times total on 4 separated days after changing out thermostat, motor inducer, even the wiring and heater did not stay on. Only when condensation line was cleaned out that heater stayed on until now. I am willing to pay $79 for cleaning out condensation and not pay for all those unnecessary repairs.

Sincerely,