Southern Comfort Heating and Cooling, Inc

Review: Southern Comfort, now known as Southern Goodman, was contacted through a warranty company regarding my air conditioning. After cancelling the first scheduled appointment for 6/12/15, the company fulfilled the second appointment to determine the problem on 6/15/15. My deductible check was immediately deposited and cleared my bank on 6/16/15. After numerous calls through the warranty company and directly with Southern Comfort (Goodman), the company filed the report on 6/25/15. The warranty company approved the warranty request and communicated that to Southern Comfort (Goodman) on 6/29/15. Southern Comfort (Goodman) claimed, multiple times, that the report was filed on the 16th; however, when asked for evidence of a filing, the company cannot provide such. After several conversations, I had a service call scheduled for 7/8. On the morning of 7/8, I was told that the work was not going to be completed due to rain. However, it was not raining in my area. I spoke with a manager at the company that morning. I was told specifically that their customers come first because they pay more. Additionally, he patronizingly mentioned that I was doing something on the cheap and asked multiple times what I had paid. He conveniently ignored that Southern Comfort (Goodman) has a contract with the warranty company that will pay and it is irrelevant what I personally pay. That is a contract between those businesses that they freely enter into. The manager agreed that they often tell warranty companies not to send business from time to time, and that maybe the company should consider ending their relationship with warranty companies. The conversation ended with Southern Comfort (Goodman) informing me that the company was going to decline service and the compressor was being sent back to the warranty company because I am looking for "A" service on the cheap. I will now have to start over. Further, they are not refunding my deductible because the company feels that the money was earned.Desired Settlement: Southern Comfort (Goodman) should refund my $100 deductible paid to the order of Southern Goodman. What I personally pay in total for the service is irrelevant. The contract is between Southern Comfort (Goodman) and the warranty company. If Southern Comfort (Goodman) doesn't get paid enough, that is the company's business decision. Southern Comfort (Goodman) should have declined service initially but did not. I will now have to pay another company a $100 deductible.

Review: Issues with emergency calls for service not getting dispatched.

Service was not rendered when promised

Prices were extremely inflated. I was told my outside units needed to be leveled. The technician ([redacted]) placed two rubber pieces under one of my units. I was charged $125 twice, total of $250 for this. They told me The wires were exposed and needed to be secured and covered. They did the repairs with my permission, but I was not aware it was only going to be electrical tape wrapped around them for $125. One day after servicing and checking my downstairs unit and reporting NO problems, my unit froze up and I had to have it replaced. I paid them a downpayment to replace the unit and was promised work would begin the next day. They called the following morning and didn't have the equipment. They said they would come out and charge my system to get me air, but at 1:30 they still were not there. They are not able to provide a parts and labor break down of the services they provide and made false promises on their service contracts. They also did not properly detect problems with my system or did not service them properly. I do not trust this business, the management, the technicians, or the office staff. I fully expect that businesses need to earn a profit, but they are clearly overcharging and gouging. This should be illegal or if they want to charge that much they should inspect their service workers work and ensure it is quality work.Desired Settlement: I would also like this to be kept for Revdex.com purpose and for others to be aware of when searching for a reputable company.

Consumer

Response:

I would like for someone to confirm their pricing for he work they did and to inspect the work and compare it to the prices. I would like to know if it should cost 125 to put electrical tape around wires. I would also like someone to tell me if it should cost 125 per system to slide two rubber round pieces under my a/c units - total $250. They did not describe what they were going to do to level the systems or to cover up the wires. If I would have known this was all they were going to do, I could have done this. I thought I was getting more that what was told to me and feel that I was mislead and taken advantage of. I would like the cost of this to be refunded in addition to the money that they said they would refund. So far they said they would cut me a check for $2049.90. I would like an additional $600 returned. I paid them a total of $2963.90. They also inspected my systems and found no problems with my downstairs unit and the next day it froze up and it needs replacing. It had no problems prior to them coming. Something is not right here and I would like some of my money back to at least cover the cost of having to have another company make my repairs.

Review: On August 2, 2013, our HVAC unit was repaired and I was required to provide a credit card number in order to get the work started. I was later charged $ 1,851.94 on my credit card. Southern Comfort is well aware of the warranty having been transferred to us by [redacted] and confirmed on January 6, 2014. Southern Comfort continues to delay refund of the charges mentioned above.Desired Settlement: Southern Comfort should refund in the form of a Bank Check the amount of $ 1,851.94 to [redacted]

Business

Response:

We apologize for the delay in recieving the check from the warranty company. In an attempt to provide assistence to a potential customer, we stated that we would attempt to collect from a warranty company that the customer stated that was suppose to be in place at the time of service. However, the customers were not the orginal owners of the house or the HVAC system, and therefore, the equipment was not covered under the warranty. I informed the customer that we would repair the equipment and assist him in transfering the name on the warranty to his name , however, he would have to pay for the repair until the warranty company paid for the claim, and we would reimburse the customer whatever the warranty company paid. He agreed to this arrangement. We sent the transfer request and the transfer fee, at our cost, 2 times and the warranty company lost both payments. After several calls, we finally got them to transfer the name of the warranty to the customers name, and the claim was submitter. The claim was denied 5 times and we finally had to get one of our well respected vendors to get involved on our behalf. They were able to get the warranty company to pay the claim. The check was issued this month and we issued the check to the customer immediately. I sent an email of the check to the customer showing the date of the check and when it was issued. We normally do not deal with this warranty company and will not deal with them in the future. We are sorry this took so long and we have apologized to the customer.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], 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. If the company does not perform as promised I can get back to you at: [redacted]

This is a provisional acceptance based on the receipt of the check sent by the business being accepted by my bank and credited to my bank account within the two (2) days as described by my bank as being required to verify.

Regards,