Total Comfort

Total Comfort HVAC was assigned to a job by my home warranty company. They initially came out to do a service call for what ended up being a larger job than what we expected. As such, we decided to have our home warranty’s payment applied to replacing our heat pump instead of repairing it. Total Comfort supplied a quote to me for a more expensive high efficiency unit because, as they told me multiple times, there was a $400 rebate available through *** Energy for installing a high efficiency system. In addition, since I had already installed programmable thermostats in my house, there was an additional $50 rebate available. We went forward with this installation on 12/2/20, with this rebate considered as part of the total cost of the job.

By the terms of this rebate program through *** Energy, it is the vendor’s responsibility to complete the application. I called Total Comfort multiple times to check on the status of my rebate and was assured that they had taken care of everything. After about a month and a half without any communication or confirmation, I called *** Energy directly. They told me they had no record of this vendor and that I would have to contact Total Comfort directly. I did so and was again assured that they had everything handled. A couple more weeks later, I called *** Energy’s Smart Saver program again. I was told that the vendor only had 60 days to submit the application and we were already outside that window. *** Energy again told me they had no record of a Total Comfort HVAC in Lexington, NC.

I paid $7000 for a Lennox heat pump. 4 years later, the a/c quit and the business sent something that didn't seem to know what he was doing. He first told me the Freon was low and after he made a call to his supervisor, he told me the compressor need changing.
That's when I called another company, who told me a valve was defective and the compressor is good. Unknown to both of us, the fan stopped working. The valve is being replaced along with several units of gas. The fan replacement is being evaluated.
Southern Services has poor service and some poor employees. I am seriously considering further action against Southern Services. Be very careful of them.
I have just been told the fan and circuit board need replacing. While they are under warranty, there is a charge for service.

I purchased a brand new unit from SS in Oct three years ago. Salesman told us it had a life time warranty while we live in the house, and we'll never need to pay for anything at all. We were also told that if we refer a customer we'd get $100. April, just 6 months after purchase, unit quit working and they had to come out and replace a switch. That fall, they had to come out again, and tried to charge me for the tech visit. I referred a customer in December, was told that the had never heard of the $100 bonus for referrals. Person I referred paid cash for their unit, and it was installed in Dec. In Feb they contacted them saying they had never paid for their unit. They also had to return to this persons house in May because the AC portion had never been hooked up. My unit has had at least 4 if not 5 service calls, mainly every summer, because it has stopped working, and it will only be 3 years old in Oct. This past call, I had to pay $96.30 for a diagnostics fee ( I have been told now that our life time warranty is only for parts). My blower motor is bad. It has been a week with temperatures over 90 every day. I have not heard back as to when the part will be in. No after hours number is available. I called them on Friday and left a message, on Monday still haven't heard from them. I have to wait at least a day or two, if not longer for return calls. I am told this is not a bad unit, " it just happens because it's made on a assembly line." I will never ever use this company or refer someone to them again!

The website for Southern Services Heating and Cooling lists "24-Hour Emergency Service: (336) 243-1500," but the number goes to an answering machine. I have an existing service contract with the company and have now waited over 24 hours for a response to the voicemails I left, the emails I sent, and texts I sent. This is false advertising and their website needs to be changed to reflect that they do not offer emergency or weekend service.