Southern Trust Home Services, Inc.

Plumber Danny Towler demonstrated extraordinary plumber skills, attitude and helpfulness.

We have had Southern State Electric and Plumbing come to our residence twice in the past few years. They travel approximately 60 to 65 miles to get to our location. We have never been disappointed by the technicians or the services they have provided. They are always knowledgeable and always have the immediate parts needed on hand.

I called this morning for service and the plumber was there at the correct time. He was Danny T. Nice young man. Went right to work. A good representative for the company. Had our problem fixed right away.

I feel Jeff was well trained, knew what he was doing, very professional and he answered all of my questions.

Brandon was the service tech sent out to repair a hole in my vanity pipes in the wall that was dripping water into my basement. He arrived promptly, was very courteous and explained everything very well. He did sell me a protection plan at the same time, which as a senior citizen in an older house I find will be handy having the plumbing and electric inspected as I already have done with my heat pump. He explained how if it happened another time I could determine if I need to shut off my main water line or just my hot water heater to keep water running in the house. He did the repair quickly and also quoted several other areas of concern that I will take care of down the line. The prices are a bit higher than other companies but I like the idea of having the warranty and the inspections, along with the courteousness of the tech.

Brandon worked on installing Bluetooth light switches and adding sockets in my home. He was professional, courteous, polite, quick, and personable! I was able to work while he did his work and also laugh a bit with him as well. His work was top quality and right in line with my requests.

Southern State Electric and Plumbing also made it very easy to schedule a become a new customer. It's great to have one number to call, with emergency service available, and have a polite and helpful person schedule the appointment.

I would recommend Brandon and Southern State Electric and Plumbing to anyone.

Review: Bought a service contract with the company and part of the service was a free yearly inspection. Tech came and asked if we had any plumbing problems . My wife was home and told him the outside spicket was leaking. He said he would take a look and dissembled it greased the diverter and reassembled it , 15 minutes. He gave her a bill for a diagnostic charge which was excessive. I called the company and the receptionist went from nice to impolite once I told her I was complaining. She said she would have to wait till tech came back with ticket and would address it then. I have emailed the company to explain why this was a diagnostic fee instead of a repair. I spoke to a tech and he said his manager would call . 6 weeks later no contact from them. The diagnostic fee is way higher than a repair cost so I believe the tech took advantage of my wife by charging her this fee and now the company will not contact me as they know this was excessive . I have asked other companies about this set fee diagnostic charge and all other companies state its a repair with no parts so should be a labor charge which is far less than the diagnostic fee.Desired Settlement: They advertise 100% customer satisfaction yet they have made no attempt to resolve our dispute. The owner or manager needs to contact us to discuss an adjustment.

Business

Response:

Hello Mr. [redacted],

While reading over your

concerns, what is most upsetting to me is that you stated: "I believe the

tech took advantage of my wife by charging her this fee and now the company

will not contact me as they know this was excessive".

This statement is very

upsetting to me because I would never want anyone to take advantage of my wife

or my mom. This is why I developed our Up Front pricing system, where the price

of the job is given to the homeowner ( wife or husband) BEFORE any

work begins, and they have the opportunity to sign and accept the

work allowing us to get started or not. Then when the work is completed

the homeowner has another opportunity to sign that they are

happy with the work, the clean up and the pricing. If you notice on

the attached document your wife signed in all these places.

I also checked what you

were charged and I found that on April 24th, when our tech was out, your

credit card was charged $156.65.

We do have a 100% satisfaction

guarantee and you do not sound satisfied and it sounds to me like we let you

down. Please feel free to call me on my personal cell phone at [redacted] to

see what I can do to make you happy---Ted Puzio

PS--One of our Core Values

that we hire and fire by is: “We demonstrate

the highest level of integrity by doing the right thing even when no one is

looking”

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

We have had multiple very positive experiences with Southern State Electric and Plumbing. All the service specialists have been knowledgeable, courteous and extremely professional. They show up when they say, do great work, clean everything up and make sure that you are fully aware of the work completed and have all your questions answered. Danny T was our most recent specialist on a plumbing project and was excellent.

My husband, [redacted], and myself are more than satisfied with the quality of work that [redacted] has provided us today. We are very excited with the new relationship we have created with Southern State Electric, Inc. [redacted] has to be the nicest gentleman. He is professional, yet funny, and respectful of our home. The first thing he did when he came in the house, was cover his shoes, and each time he did it, he did it was such genuine care that he was in someone's home. Whatever you are paying him, I would up it at least 15% and an annual bonus to boot. We like [redacted] and that is who we want back when we need a plumber. Take care of him!!

Friendly and courteous service. Thanks

Imagine a company that calls when they are on the way and arrives on the day and time they said. That was my experience with Southern State.

I am very pleased with the service I received from Southern State Electric. From the first phone call to the office, thru all the work being done, they were professional, knowledgeable and friendly.[redacted] is wonderful! He looked at our problems, our wants and worked up a plan that we could do. He even noticed our guest bath didn't have a good receptacle, and figured out how to add one at a price we could afford. He's always prompt (if not early) and answers our questions while he's working. I'd highly recommend them!

Review: I had an inspection/repair scheduled and was on a tight schedule to have it completed. The technician was not able to complete the inspection in the limited amount of time and requested to stay longer and let himself out when he finished. I agreed, but returned home four hours later to find the doorknob locked and the door wide open. This was on a day that was very cold and I was having heating issues and any heat that was in the house had escaped. I also had an indoor cat who I was concerned had also gotten out, but, thankfully, she was found later inside.

Additionally, I was having another company give me an estimate for the work that needed to be done as I was told by the technician and one of his bosses that my heat pump was dead after several hours of inspection. The other company sent a technician who hit a reset button and had the unit working in minutes. I called the technician from Southern Trust and he stated he did not know there was a reset button. Additionally, I called and spoke with his manager twice and was told I would receive a return phone call twice and he did not call me back.Desired Settlement: I would like a refund of the cost of the service plan I enrolled in with Southern Trust Services.

Business

Response:

Ms. [redacted], I am very sorry we let you down and for the experience that you had with our award winning team. I spoke to our general manager and he did speak to you and the technician about this back in January. One of our core values that we hire and fire by is Integrity, and all of our team members understand this. I believe this to be an honest mistake. BUT, we do have a 100% satisfaction guarantee and if you are not happy I would be money then happy to refund any money you paid towards this plan. It is not my intentions to ever have anyone upset with us so please call or email me and I would be glad to do whatever you would like. Ted P (owner)

Consumer

Response:

I have reviewed the response 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. Can you please share Ted's contact information so that I can follow-up with him?

Regards,

*. [redacted]

I have used Southern State many times. This time, Mr. C[redacted] helped me. He was prompt, courteous, and very knowledgeable. He was able to describe in layman's terms so that I could better understand the problem and what needed to be done. I would recommend him to my friends and family.

The technician was very thorough in his inspection and provided me with an accurate assessment.

Courteous and helpful

Marvin was very friendly and professional and went right to work. He was dealing with 5 items - all were done. We are very pleased.

Review: My pilot light went out on foor furnace. I called Southern State. All he wanted to do was sell me a plan. Instead of fixing the problem he ([redacted]) light the problem. He knew it was burntout. It ran for 1 1/2 days and out again. He made all kind of excuses and didn't offer to come out and fix it. I had to hire another company. He took out the thermal generator coupling. Now it is running fine. I paid $99.00 for nothing.Desired Settlement: I talked to the manager and [redacted]. No one said I'm sorry. I feel like I have been had. $99.00 for no service. It left me freezing for two days.

Business

Response:

Ms. [redacted], After speaking with our general manager and our service tech I determined that the option sheet with the repair lis[redacted] was not explained clearly to you. I am very sorry for this miscommunication. As you are aware, we have a 100% satisfaction guarantee and I feel that we did not meet up to your satisfaction, and I will be returning 100% of any money you paid us. Again, I am very sorry. Also, I am in the process of reviewing this will all of our employees at our weekly meeting to confirm that this will never happen again---Thank you for bringing this to my attention, [redacted]

Consumer

Response:

I have reviewed the response 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.

Regards,

Excellent service....qualified technician...very friendly and professional.