BBB Accredited Business since
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A BBB Accredited Business since
BBB has determined that Southern Comfort Heating & Air meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.
BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.
Reason for Rating
BBB rating is based on 16 factors. Get the details about the factors considered.
Factors that raised the rating for Southern Comfort Heating & Air include:
- Complaint volume filed with BBB for business of this size.
- Response to 1 complaint(s) filed against business.
- Resolution of complaint(s) filed against business.
- BBB has sufficient background information on this business.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||1|
|Total Closed Complaints||1|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||0|
This business is in an industry that may require professional licensing, bonding
or registration. BBB encourages you to check with the appropriate agency to be certain
any requirements are currently being met.
These agencies may include:
Contractor's State License Board
9821 Business Park Drive, Sacramento CA 95827
Phone Number: (800) 321-2752
Type of Entity
Business ManagementMr. Mark Adams, Owner
Heating & Air Conditioning Air conditioning & Heating Contractors - Residential Air conditioning & Heating Contractors - Commercial Air Conditioning Repair Air Conditioning Contractors & Systems
Products & Services
Southern Comfort Heating & Air specializes in heating and air conditioning services.
Industry TipsHiring a Contractor in California: Essential Tips
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Complaint Trends - Last 3 Years
Customer Review Trends
BBB Customer Review Rating Overview
BBB Customer Reviews Star Rating represents the customers opinions of the business. The Customer Review Star Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score. Below is the Customer Review Star Rating scale.
|Positive Review||5 points per review|
|Neutral Review||3 points per review|
|Negative Review||1 point per review|
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Problems with Product/Service
Read Complaint Details
Complaint: Misdiagnosed problem. Changing out unnecessary parts did not fixed problem ($640). Returned and charged $200 still did not fixed problem. No response. Tenant contacted ****** 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 ***** 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. ***** 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 ****. 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 *** 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 ****... 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 BBB for helping with this situation... we have been an member in good standing and intend to keep it that way
First of all this is the first time **** 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 (****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 ***, yes I told her I was frustrated and was not directed at her.
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. **** has stated.
In an effort to be direct in our response, we take exception to Ms. ****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. ****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. ****. 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. **** 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. ****. 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.
BBB's Final Determination: After reviewing the position of all parties, BBB determined that the business made a reasonable effort to address the complaint. However the consumer remains dissatisfied.