on 10-tech sandpapered the heat sensor, unit did not workon 10-tech replaced heat sensor with new one, unit did not workon 10-tech replaced thermostat and said motherboard was burnt outPrior to them coming out, my heater worked occasionally and the air conditioner worked perfectlyAfter the technician left today, I have no AC and no Heat, he states "it will be a week"This is without a doubt the worst service I have ever experiencedAdditionally, I went into the attic to look the unit to see if I could order the part or find it quicker and the technician took the part with him and left a bunch of wires dangling with the covers off the unit or as they say "sabotage"....DO NOT ALLOW THESE PEOPLE INTO YOUR ATTIC...EVER
I contacted Southern Comfort concerning my air condition. After three weeks, four visits the issue still remains, in which they are not concerned with
I initially contacted Southern Comfort prior to Memorial Day weekend, then again on June 3, again on 6 July, and finally today on 8 July. I spoke with the secretary, where each time I called "all technicians were booked". Each time I had to wait 1-2 days for an appointment. Each time a technician did come out they spent a maximum of 15 minutes attempting to diagnose the issue with my A/C. During the first visit, Southern Comfort stated it was the compressor and charged me $600 in freon replacement costs. However within 1 day after the technician left, the A/C issue returned. As a consequence, I contacted Southern Comfort complaining that the technician did not correct the issue. They wouldn't even apologize (and have yet to apologize)for the inconvenience but sent a different technician out to attempt to fix the issue. This final time (4th time) of calling within three weeks, Southern Comfort stated that me having two kids in a hot house was not considered an emergency to them. Again, ironically all technicians were booked and not in my area. However, IF they had fixed my A/C the FIRST time when I initially called, I would not have two children sitting in an un-air conditioned home. Their inability to provide decent customer service, apologize for their mistakes, correct their mistakes, or even assume responsibility through any type of corrective action is appalling. If every time a customer calls, you are "OVERBOOKED" then hire more service technicians. In addition, when you hire more service technicians have them actually diagnose and FIX the issue the first time so that customers will not have repeat issues. The fact that my home is not located in the suburbs of Zebulon (where Southern Comfort is located) I feel discriminated against, as if they do not want to keep traveling out to my residence. I unfortunately have had to use Southern Comfort due to a contract they have with my warranty company. I would NEVER use their services without my warranty company due to their inability to provide decent customer service and them stating for me to "suck it up" for over the weekend when I have TWO kids in over 100 degree weather. My having two kids in a hot house does not deem worthy of emergency to them. This is concerning. It saddens me to believe their are heartless companies such as Southern Comfort that exists. When the bottom line is they should have fixed the issue the FIRST time. Improve your customer service. Fix issues the first time and if there is a repeat issue those customers should get priority. Never consider a person with two children in a hot house does not drive an emergency on your part (especially if you failed to provide quality correction prior).
I experienced very rude service by a female representative on the phone the morning of May 2nd.
I contacted [redacted] on Sunday, 5/1 at 0630 to advise of problem with my HVAC. Was immediately informed that Southern Comfort HVAC would be handling my service request. Was advised that I would be notified possibly within 2 hours, but for certain, within 24 hours.
On Monday, 5/2, I had not been contacted by Southern Comfort HVAC as promised. At approximately 0845, I contacted the business at the phone number provided by AHS. A man answered the phone and he was very nice. I explained my situation, and he explained to me that my request would be put to the top, and that he would have someone call me immediately to schedule an appointment to come to my residence and troubleshoot the problem with my HVAC. Several hours later, no one called. I called the office again and spoke to a female representative. I explained to her the service I needed. She informed me their scheduling office would be contacting me as soon as they could to schedule a time. I explained to her that I needed this repaired as soon as possible as we had no A/C in our home. She informed me that I wasn't the only customer, and that they would call me just as soon as they could. Her tone was beginning to sound very rude. I then stated that [redacted] advised me that I should have received a contact by now. She stated to me again and told me that "you aren't the only customer sir. There are others who are being helped as well." By this time, she was very frustrated and her tone was very rude. I told her she was being rude, and she stated to me, "No you are being rude!" I asked to speak to her Manager and informed her that I would be notifying [redacted] of the poor service I had experienced with her. She asked me, "Why are you going to tell them that, because we can't service you today?" I said, "no, because you are being rude". This company never called me back as promised. I expressed my complaint to [redacted] and they were quick to make a note of the complaint, and requested another HVAC repairer to my residence. As a result, I have an appointment scheduled for May 3rd, 2016 with another Company who was glad to take my business. It was very evident that Southern Comfort Hvac cannot handle the demand, and the lady on the phone should be fired for her poor customer service skills. This company should not make promises and deals with warranty companies for which they cannot handle. Makes for a very unhappy customer.
on 10-tech sandpapered the heat sensor, unit did not workon 10-tech replaced heat sensor with new one, unit did not workon 10-tech replaced thermostat and said motherboard was burnt outPrior to them coming out, my heater worked occasionally and the air conditioner worked perfectlyAfter the technician left today, I have no AC and no Heat, he states "it will be a week"This is without a doubt the worst service I have ever experiencedAdditionally, I went into the attic to look the unit to see if I could order the part or find it quicker and the technician took the part with him and left a bunch of wires dangling with the covers off the unit or as they say "sabotage"....DO NOT ALLOW THESE PEOPLE INTO YOUR ATTIC...EVER
I contacted Southern Comfort concerning my air condition. After three weeks, four visits the issue still remains, in which they are not concerned with
I initially contacted Southern Comfort prior to Memorial Day weekend, then again on June 3, again on 6 July, and finally today on 8 July. I spoke with the secretary, where each time I called "all technicians were booked". Each time I had to wait 1-2 days for an appointment. Each time a technician did come out they spent a maximum of 15 minutes attempting to diagnose the issue with my A/C. During the first visit, Southern Comfort stated it was the compressor and charged me $600 in freon replacement costs. However within 1 day after the technician left, the A/C issue returned. As a consequence, I contacted Southern Comfort complaining that the technician did not correct the issue. They wouldn't even apologize (and have yet to apologize)for the inconvenience but sent a different technician out to attempt to fix the issue. This final time (4th time) of calling within three weeks, Southern Comfort stated that me having two kids in a hot house was not considered an emergency to them. Again, ironically all technicians were booked and not in my area. However, IF they had fixed my A/C the FIRST time when I initially called, I would not have two children sitting in an un-air conditioned home. Their inability to provide decent customer service, apologize for their mistakes, correct their mistakes, or even assume responsibility through any type of corrective action is appalling. If every time a customer calls, you are "OVERBOOKED" then hire more service technicians. In addition, when you hire more service technicians have them actually diagnose and FIX the issue the first time so that customers will not have repeat issues. The fact that my home is not located in the suburbs of Zebulon (where Southern Comfort is located) I feel discriminated against, as if they do not want to keep traveling out to my residence. I unfortunately have had to use Southern Comfort due to a contract they have with my warranty company. I would NEVER use their services without my warranty company due to their inability to provide decent customer service and them stating for me to "suck it up" for over the weekend when I have TWO kids in over 100 degree weather. My having two kids in a hot house does not deem worthy of emergency to them. This is concerning. It saddens me to believe their are heartless companies such as Southern Comfort that exists. When the bottom line is they should have fixed the issue the FIRST time. Improve your customer service. Fix issues the first time and if there is a repeat issue those customers should get priority. Never consider a person with two children in a hot house does not drive an emergency on your part (especially if you failed to provide quality correction prior).
I experienced very rude service by a female representative on the phone the morning of May 2nd.
I contacted [redacted] on Sunday, 5/1 at 0630 to advise of problem with my HVAC. Was immediately informed that Southern Comfort HVAC would be handling my service request. Was advised that I would be notified possibly within 2 hours, but for certain, within 24 hours.
On Monday, 5/2, I had not been contacted by Southern Comfort HVAC as promised. At approximately 0845, I contacted the business at the phone number provided by AHS. A man answered the phone and he was very nice. I explained my situation, and he explained to me that my request would be put to the top, and that he would have someone call me immediately to schedule an appointment to come to my residence and troubleshoot the problem with my HVAC. Several hours later, no one called. I called the office again and spoke to a female representative. I explained to her the service I needed. She informed me their scheduling office would be contacting me as soon as they could to schedule a time. I explained to her that I needed this repaired as soon as possible as we had no A/C in our home. She informed me that I wasn't the only customer, and that they would call me just as soon as they could. Her tone was beginning to sound very rude. I then stated that [redacted] advised me that I should have received a contact by now. She stated to me again and told me that "you aren't the only customer sir. There are others who are being helped as well." By this time, she was very frustrated and her tone was very rude. I told her she was being rude, and she stated to me, "No you are being rude!" I asked to speak to her Manager and informed her that I would be notifying [redacted] of the poor service I had experienced with her. She asked me, "Why are you going to tell them that, because we can't service you today?" I said, "no, because you are being rude". This company never called me back as promised. I expressed my complaint to [redacted] and they were quick to make a note of the complaint, and requested another HVAC repairer to my residence. As a result, I have an appointment scheduled for May 3rd, 2016 with another Company who was glad to take my business. It was very evident that Southern Comfort Hvac cannot handle the demand, and the lady on the phone should be fired for her poor customer service skills. This company should not make promises and deals with warranty companies for which they cannot handle. Makes for a very unhappy customer.