Complaints

This profile includes complaints for Southern Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Southern Home Services

  1060 Maitland Center Commons Blvd Ste 250 Maitland, FL 32751-7216

  
• 

  Allen Air Conditioning & Heating

  1302 Old Elizabethtown Rd Hodgenville, KY 42748-9486

  
• 

  Assured Comfort Heating & Air, Inc.

  3894 King Dr Douglasville, GA 30135-3124

• 

  Five Star Plumbing Heating Cooling Electric

  3385 Brushy Creek Rd Greer, SC 29650-1093

  
• 

  Swift Services Heating, Cooling & Electrical

  3204 Fred Nash Blvd Myrtle Beach, SC 29577-6769

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 22nd, Mission Plumbing, Heating, and Cooling sent a technician to diagnose my HV** system - the ** had not been working for a few days at that point. Since then, they have not called, messaged, or emailed me a single time. I have called 4 times, each time they have said, "I will make sure someone gets back to you right away". My house has been without ** for ************************************** along. I have been paying $14/mo for a service agreement since December 2021, and never had any issues with Ultra Heating and Cooling fulfilling their contractual obligations. However, it is clear that Mission PHC has taken on all Ultra customers with their acquisition, and are continuing to take their money every month with no intentions of honoring the service agreement. To all legacy Ultra customers, I would recommend cancelling your service agreement immediately and finding a new, trustworthy **** company before any issues come up with your HV** systems.

  Business Response

  Date: 07/16/2025

  Thank you for sharing your concerns with us. Were glad we were able to speak with you about this, and were happy to issue a refund for your service agreement. Please allow some time for the refund to process.

  If you have any additional questions or concerns in the meantime, please dont hesitate to reach out. We want to make sure everything is fully resolved for you.

  
  

  Customer Answer

  Date: 07/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** Maine

• Initial Complaint

  Date:07/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the late evening of 7-3-2025, my elderly 91 yo mother discovered water on the floor in the kitchen and adjacent living area. She called me the next morning, and I arrived at her home shortly after and quickly shut off the water at the main valve and checked the faucets in the house. I quickly isolated that the water was coming from her refrigerator. I wasn't aware - until he arrived - that she had also contaced ***** **** Plumbing for a service call, or I would have canceled it.I advised the tech that the leak was from the fridge. He double checked the main water was off. He didn't think that was the issue until the back was removed from the fridge and saw the leak coming from the unit. He vaccumed the water out of the drip pan and that was the extent of the service provided something that I was already prepared to do with my shop vac. My mother - without my knowledge when I was in another room - was told he needed access to the walls to check for a leak, she was confused and doesn't understand, but he went through with a charge of $691. He did NOT PERFORM A DIAGNOSTIC OR OPEN WALLS OR CEILING AS STATED ON THE INVOICE THAT WAS LATER RECEIVED BY EMAIL! I immediately attempted to get this rectified. No phone calls were returned from ***** **** Plumbing. I spoke to ******** and ******* and they spoke to **** who is the plumbing Manager. They said the charge was for a diagnostic, but it is not true, as he did NOT diagnose and NO SERVICES WERE RENDERED. I am willing to pay for a holiday service call. The initial quote of $691.31 entailed going into the walls/attic for leak detecting. The invoice clearly states what was performed which is exactly related to what I have included in this complaint and I will be happy to forward same as evidence. My mother was unjustly charged for services that were not rendered.

  Business Response

  Date: 07/11/2025

  Thank you for sharing your concerns with us. Were grateful that we had the opportunity to speak with you and work toward resolving this issue.

  If there is anything further you need or any additional questions come up, please dont hesitate to reach out.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Five Star was quick to come to my mothers home. However it took four trips and two service techs to properly diagnose the problem.The first trip was the initial service call.The first service *** sold my 87 year old mother a new breaker box with a cost of $5,106.20 and after installation he noticed he had left two appliances on the same breaker that should have been on separate circuits. The cost to split the circuit was $2,302.40. At this point she has paid $7,408.60 and still has the same problem.,The second *** came out the 3rd time and found the problem in the electrical meter. He did not charge my mother for the ***air. If she had been charged to ***air would have been approximately $1000.00 per the service ***. I spoke with *****, the general manager and voiced my concern with a job poorly performed. ***** agreed to issue a small refund. My mother has not received the refund and the office nor ***** will return my calls. I am not an electrician but the meter is the main power source and was looked at on all four service trips. How it was missed is beyond my imagination!

  Business Response

  Date: 07/11/2025

  Thank you for sharing your concerns with us. Were sorry for the experience your mother had, and we appreciate you bringing this to our attention. A refund has been processed, and a check has been mailed.
  If there is anything further you need or if you have not received the check soon, please let us know so we can assist right away.

• Initial Complaint

  Date:06/27/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Breach of contract.On March 03 2016, I entered a contract with Ace Solves it All, CAC1816543, to maintain an air cleaning system within the house AC system. On June 20th, 2025, their technician evaluated the system as no longer operational and needs maintenance. I have paid over $3000 since the original install in 2016 to keep my contract commitment. They have also maintained their side of the contract up until June 25th, 2025, when they informed me they would no longer recognized this agreement. The device is unique to their company with no other options for repair. I demand full compensation of cost of the contract and original equipment installation costs .Attachments:Original warrenty for life agreement.Copy of no cost warrenty work previously Copy of recent evaluation of the ** system needing repair or replacment.

  Business Response

  Date: 07/15/2025

  Thank you for your message. Were glad we were able to connect with you and schedule an appointment for Friday, July 25th, to replace the ** bulb at no cost under your warranty. We appreciate your continued loyalty and are happy to hear that you feel we are treating you with the level of service you expect and deserve.

  If there is anything else you need in the meantime, please dont hesitate to let us know.

  Customer Answer

  Date: 07/21/2025

  Spoke to the company and they committed to standing behind the warrenty. They are scheduled to come to the property on July 25th. I would like to see then, if the issue is really resolved .

  Customer Answer

  Date: 07/25/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***********

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a lightning strike on 6/6 that damaged our generator transfer switch. **************************** Service Co quoted the repairs and recommended a whole house surge protector at around ******. I found the identical unit for 195 so I questioned them on the cost and was told it was to cover expenses. Since they were repairing the transfer switch I told them I would do it for 500. They came out the following Monday and showed me a price of 400. I asked how they did that and it was just kind of shrugged off. After the repair I checked our surge protector and found that a unit that provided half the protection was installed. It is not sufficient for my home. Very deceitful business practices. We have spent quite a bit of money with them in the past year but never again. It is all about the add on sales not the customer.

  Business Response

  Date: 06/27/2025

  Thank you for bringing this to our attention. Were glad we were able to speak with you directly to discuss your concerns. We apologize for any confusion regarding the surge protector installation.

  We want to assure you that we are ordering the correct surge protector for your home, and our team will install it as soon as it arrives. We appreciate your patience as we work to make this right and ensure your system is properly protected.

  If you have any further questions in the meantime, please dont hesitate to reach out. We value your business and look forward to resolving this for you.

  Customer Answer

  Date: 07/07/2025

  I filed a complaint on Plumbing and Air Service ** in ************, ** based on work done to install a surge protector on my home after a lightning strike on 6/6. I was contacted last week by the Electrical **** Mgr and they have today installed the surge protector that I thought I was getting initially giving me twice the protection which is adequate for my home. The work was done by ***** as agreed upon by **** and it is satisfactory. I would like to remove or close the initial complaint. Thanks. ******* ********

• Initial Complaint

  Date:06/25/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contracted ME Flow for an **** maintenance plan, which included a scheduled cooling inspection. Despite confirming appointments, ME Flow canceled twice on the day of serviceonce via phone on 6/10/2025 at 10:19 AM and again via text on 6/24/2025 at 7:17 AM.When I called to reschedule, the earliest available was 7/9/2025, nearly a month laterclearly unacceptable given the contract terms and the seasonal urgency of AC maintenance.Ive sent ME Flow a formal written complaint requesting cancellation and a full refund. They failed to deliver the agreed-upon service within a reasonable timeframe and prioritized other calls over fulfilling their obligation to me.Desired Resolution:I am requesting a full refund of the **** maintenance contract due to failure to render services as promised.

  Business Response

  Date: 06/26/2025

  Thank you for sharing your concerns. We sincerely apologize for the inconvenience and frustration caused by the rescheduling of your cooling inspections.

  Due to the recent and ongoing extreme heat in the region, we have made the difficult decision to prioritize emergency no-cooling calls to ensure the safety and comfort of customers experiencing complete system failures. As a result, routine maintenance visitsincluding yourshave unfortunately been delayed or rescheduled.

  We understand how disappointing this has been. Per your maintenance agreement, you are entitled to three seasonal inspections. Our records show that you have already received two of those visits, and we would still be happy to complete the third inspection at your convenience. However, in light of your request and the circumstances, we will issue a refund for the value of the third inspection. Someone will reach out to you directly to coordinate the refund. 

  We appreciate your business and hope this resolution reflects our commitment to fairness, even during periods of high demand. If you have any questions or would like to discuss further, please dont hesitate to contact us.

  Customer Answer

  Date: 06/26/2025

  Thank you for forwarding Southern Home Services' response to my complaint (ID 23516493).

   After reviewing their reply, I must express that I find the proposed partial refund to be unsatisfactory.

  I signed up for a maintenance plan in good faith with the reasonable expectation that services would be delivered as promised namely, timely inspections and proper communication. However, ME Flow (Southern Home Services) repeatedly failed to uphold their end of the agreement:
  My cooling inspection was rescheduled twice without adequate notice.
  I was consistently deprioritized in favor of emergency appointments despite being a paying maintenance plan customer.
  Their communication has been unreliable and unprofessional, leaving me with no confidence that future services would be fulfilled.
  These repeated service failures constitute a breach of contract and have rendered the value of the maintenance plan effectively null. A partial refund does not account for the inconvenience, loss of time, and complete lack of delivered service for the cooling season.
  I am therefore requesting a full refund of the amount paid. I believe this is the only fair and reasonable resolution, and I am prepared to escalate this matter if necessary.
  Thank you for your continued assistance in facilitating a resolution.
  Sincerely,
  ***** ***

  Business Response

  Date: 07/03/2025

  Thank you for reaching out. Our records indicate that a full refund has been issued, but please note it may take a few days to reflect on your account. If you do not see it posted soon, please contact our office directly so we can assist further.

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:06/17/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was offered an interest free finance and was placed on an 8% interest loan without my consent

  Business Response

  Date: 06/30/2025

  Thank you for reaching out and sharing your concerns. We understand how frustrating this experience must have been, and we appreciate the opportunity to clarify the situation.

  While we do advertise 0% interest financing options, these are offered through an independent third-party financing provider and are always subject to credit approval. We do our best to communicate that all financing termsincluding interest rates and loan structuresare ultimately determined by the financing vendor based on your credit profile and their underwriting criteria.

  We apologize if there was any confusion during the process or if the final loan terms were not clearly reviewed before acceptance. We encourage you to contact the financing provider directly to review the terms of your agreement and explore any available options.

• Initial Complaint

  Date:06/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on 03/29/2023 from ***** **** ***************************** located in ************, **, of a new residential ** unit (Rheem Endeavor Line Classic two-stage heat pump and Rheem 4 ton, 21" W, 2-stage ********************************** for $15,830.34. My system was upgraded from a 2-ton unit to a 3.5-ton unit. On the day of the installation, we received the ** unit, a concrete base slab, a new zone board, along two new digital thermostats. within a few short days after the installation, we noticed that two of the bedrooms on our second floor were not receiving the appropriate amount of airflow we expected from a brand new ** unit, it remained warm during the warm months and cold during the winter (we have to sleep since day one of the installation with two fans running to try to keep the warm air out of our main bedroom), I also noticed a constant loud noise coming from the ducts in the other two rooms adjacent to the ** unit along with a excessive amount of air flow, that same excessive airflow caused the air compressor to burst last year, DG agreed after a long conversation with my husband to replace it free of cost, and a promise to rectify (per manager) the duct issue before the summer months. It has been 2 years, and our duct issue hasn't been fixed. All they want to do is quote me for a $2K labor while this should have been addressed from the first day of installation, we now have a faulty zone board diagnosed by their tech on 4/17/25 which is now triggering a constant on and off situation that is not only damaging our unit but also increasing our power consumption, I requested to have it fixed under our warranty, but ***** **** has refused to do it so far, all they want to do is quote me for the duct system while ignoring my petition. All I want is a fully functional unit as promised. **'s failure to inspect our duct system before installation is the main problem here. I am paying a lot of money for this, and I deserve a fully working unit.

  Business Response

  Date: 06/30/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating it is when a new system doesn't meet expectations, and we want to reiterate our commitment to resolving this matter in good faith.

  Since your installation, our team has made multiple service visits, including resolving the initial thermostat issue and performing minor duct adjustments at no charge. During those visits, our technicians identified that the primary issue lies in how the existing ductwork is configured. While the equipment is functioning as designed, the current duct layout is not optimized for the upgraded system, which is contributing to the uneven airflow in your home.

  Our technicians have provided recommendations for duct modifications that would significantly improve airflow and comfort. These modifications were not included in the original installation or quote, as duct redesigns are not standard with system replacements unless specifically quoted and approved.

  We understand your concern about additional costs, and in good faith, we are willing to discount the recommended ductwork modifications. Our HVAC Manager has recently reached out and left a voicemail in an effort to connect directly and move toward a resolution.

  We truly appreciate your business and hope to work with you to complete these improvements so you can experience the full benefits of your new system.

• Initial Complaint

  Date:06/13/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The house I purchased had a new HVAC system installed in May 2024, 2 months before I moved in last September. From day one the system wasn't working. Within 2 weeks a new compressor had to be installed. ~2 months later the Heat wasn't working. The switches in the heat pump that determine hot or cold had to be replaced. And there have been issues about every 2-3 months since last September. The system still isn't working properly. ********* "said" that they transferred the service agreement from the previous owner to me, and the work was all covered except for the labor for the initial compressor which cost me $1300.00. The system is still having issues. I had another company come out and look at it and the back of the air handler wasn't closed, which is why the temperature in my house is completely un-even. The other company told me it was a very shoty install and to close up the air handler it would have to be complete dismantled and closed up and re-installed. The office manager at ********* is now insisting that I never had a service agreement, won't allow me to talk to the Operations Manager about doing the right thing and making the system right. They told me to call ******...who can't do anything. It's just crazy that I've had one of their service guys at my house on 9 different occasions for multiple issues, in 7 months, but they won't make things right. The last time they were here it cost me over $300 to have my condensation drain cleaned, and yet the symptoms are still causing my air handler and heat pump to turn off. I just want them to do the right thing. Make this right.

  Business Response

  Date: 06/26/2025

  Thank you for reaching out and sharing your concerns. We understand your frustration and appreciate the opportunity to provide some clarity.

  The service agreement from the previous homeowner was transferred to you and honored throughout the time we provided service. During that period, we addressed the issues reported, including replacing the compressor and servicing the condensate drain line.

  Regarding the installation concernsspecifically the suggestion that the air handler was not properly closedwe want to clarify that the system passed county inspection at the time of installation. If the installation had not met local code or manufacturer requirements, it would not have received approval.

  Due to repeated service interactions in which our staff experienced inappropriate language and disrespectful behavior, we made the decision to place your account on a Do Not ********************** (DNS) list. While we always aim to support our customers, we must also prioritize a safe and respectful working environment for our team.

  We regret that this situation has not met your expectations. If you need documentation of services provided or inspection records, were happy to assist with that.

  Thank you again for your feedback. We wish you the best moving forward.

• Initial Complaint

  Date:06/11/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a customer of Ultra ******************************************** which was acquired by Mission Plumbing ******************************************** As part of the transition, Ultra ******************************************* assured customers in an official email dated April 10, 2025, that all service agreements would continue uninterrupted and that each customer would receive a free one-year maintenance membership with Mission.Despite this agreement, Mission Plumbing ******************************************* has been charging me $14.00 per month since March 10, 2025, without authorization. This goes against the terms of the transition agreement, and I never provided consent for these charges.I am requesting the following actions from Mission Plumbing *******************************************:- Stop all future deductions related to this unauthorized charge - Issue a full refund of all collected payments - Honor the originally promised free membership without additional fees I am filing this complaint because these unauthorized charges violate customer trust and the agreement provided by Ultra ******************************************** I request that Mission Plumbing ******************************************* resolve this matter immediately by refunding my payments and ensuring compliance with the promised terms.

  Business Response

  Date: 06/25/2025

  Thank you for bringing this to our attention, and please accept our sincere apologies for the oversight and any inconvenience it has caused.

  You are absolutely correct—per the transition communication sent by Ultra Heating & Cooling, all existing service agreements were to continue uninterrupted, and eligible customers were to receive a complimentary one-year maintenance membership with Mission Plumbing Heating & Cooling. It appears that your account was inadvertently billed in error.

  We take this matter seriously and have already initiated steps to stop any future charges. A member of our team will be reaching out to you directly to confirm your details and issue a full refund for the payments collected.

  Again, we apologize for the error and appreciate your patience as we correct it. We value your trust and are committed to honoring the agreement and providing the level of service you were promised.
  If you have any further questions or need assistance in the meantime, please don’t hesitate to contact us.