Complaints

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

close

Find a Location

Southern Air, LLC has 65 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Southern Air, LLC

  1974 Monroe Hwy Pineville, LA 71360

  
• 

  Air Tech of Houston, LLC

  2114 Lou Ellen Ln Houston, TX 77018-6011

  
• 

  Surgi's Heating & Air Conditioning, Inc.

  4308 Firestone Rd Metairie, LA 70001-5700

  
• 

  Ace Air Conditioning of LA, LLC

  4815 Common St Lake Charles, LA 70607-6229

  
• 

  A#1 Air, Plumbing & Electrical LLC

  601 E Corporate Dr Lewisville, TX 75057-6403

  

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:06/09/2025

  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.

  Complaint Summary:
  Roberts Air Conditioning, Inc. negligently failed to diagnose a warrantable coil leak in a Trane 20 SEER 5-ton heat pump installed at my home on October 20, 2020, causing $20,251.93 in damages: $5,447.93 in ceiling damage ($4,082.93, 2023; $1,365, 2024), $12,020 in unnecessary repairs ($4,200, Invoice #376074, 6-21-2021; $7,820, Invoice #112965940, 11-1-2023), and $2,784 in third-party repair costs (Invoice#20439-2 April 2025). Over 16 visits (2020–2024), Roberts misdiagnosed the issue, ignoring my concerns. On November 13, 2024, I texted **** ***** about leaks post-$7,820 ductwork. ***** promised a Trane visit, but in November 2024, *****, technician ****** *********, and Trane representatives incorrectly recommended spray foam insulation ($6,500 quote), despite a confirmed vapor barrier. ***** then ignored my calls, texts, and emails (November 2024–April 2025). Worsening leaks forced me to hire Sweat Cool, which repaired the leak in April 2025, confirmed warrantable by Trane (Case #7628446, May 29, 2025). Roberts’ failure to diagnose within the 1-year labor warranty (GW-658-2032.pdf) violates Ala. Code § 8-19-5(23) and Ala. Admin. Code r. 440-X-5-.01. My demand letters (May 19, June 2, 2025) went unanswered. I filed an Alabama State Board complaint (June 2, 2025).
  
  Desired Settlement:
  Refund: I seek a full refund of $20,251.93 from Roberts Air Conditioning, Inc. by June 24, 2025, to cover $5,447.93 in ceiling damage, $12,020 in unnecessary repairs, and $2,784 in third-party repair costs caused by their negligent failure to diagnose a warrantable coil leak in my Trane heat pump. I am open to a negotiated settlement through BBB mediation.

  Business Response

  Date: 07/10/2025

  Thank you for bringing this matter to our attention. At Robert’s, we take all customer concerns seriously and are committed to providing excellent service and support. We are carefully reviewing the details of this situation and are working to ensure that every customer experience reflects our high standards.
  We truly value our customers and appreciate the opportunity to continue improving our service. Your feedback helps us in that mission. For additional questions please reach out to ******* ****** our HR Director - Southern Air, LLC - ************ Thank you. 
  

  Customer Answer

  Date: 07/10/2025

  
  
  Complaint: ********
  I reject Roberts Air Conditioning’s response as it fails to address the $20,251.93 in damages caused by their failure to diagnose a warrantable coil leak in a Trane 20 SEER 5-ton heat pump installed at my home (***** *** ***** ****** ****** ** ****** on October 20, 2020. Despite 16 service visits from 2020 to 2024, including a November 2024 visit with Trane representatives, Roberts misdiagnosed the issue, charging $12,020 for unnecessary repairs (Invoices #376074, #112965940) and causing $5,447.93 in ceiling damage. Sweat Cool Air Conditioning repaired the leak in April 2025 for $2,784 (Invoice #17192), confirmed warrantable by Trane (Case #07628446). Roberts’ manager, **** *****, ignored my demand letters (May 19, June 3, 2025). The response’s lack of a remedy or commitment to reimburse is unacceptable. I request full reimbursement of $20,251.93 and urge the BBB to escalate this matter to Southern Air, LLC, for resolution. Contact me at ***** ******** or ***************************
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:06/05/2025

  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.

  Hello,
  My name is ****** ******* ****, my family and I recently purchased our first home in Bella Vista Arkansas on Feb 16th 2025.
  Bud Anderson HVAC services installed two sets of mini split systems incorrectly on our home by failing to seal ANY of our inside walls with the *required* cable sleeve or sealant to close the 3 inch round hole openings they placed behind and below all 5 of the indoor units.
  
  My toddler ***** ******* **** was crawling on the floor on Sunday June 1st 2025, when we noticed him playing with something. It was a brown recluse spider the size of his palm. Violin shape on back with photos available. We have a regular pest control service who comes by quarterly to spray inside and out, and were been working to find any holes or areas where the spiders are getting in from. 4 incidents now. We have sealed off all other openings, been checking all corners on floors, ceilings, baseboards, etc, but weren't finding where they got in from.
  
  Then, after the panick attack, I noticed a large 3-4" hole on my bedroom wall 6 inches up the wall under the mini split unit they installed. They didn't bother to spray foam these openings, use silicone, steel wool, or the provided wall sleeve that is sold with the installation kit for the units.
  And I found the same holes in 5 different areas of the home where they ran their lines through my walls to the outside. It is imperative that walls are closed. We have had 4 other brown recluse close calls now, and Bud Anderson was notified 5 days ago, then 3 days ago a second time, where I was promised a manager would call me back to rectify the issue and schedule someone. No word back, no care that they've turned my home into Swiss cheese, or almost cost my baby boy his right hand. These units should be reinstalled correctly, because in order to now add the sleeves to the walls, I have to uninstall the line sets, install the non existent wall sleeves and seal them, then reinstall and recharge the home system afterward.

  Business Response

  Date: 06/06/2025

  Mr. ****,

  After investigating the matter, I noticed the system was installed to a previous home owner almost 5 years ago.  Although the units were installed correctly, it looks like the hole where the lineset and drain line run from the inside unit to the outside was not sealed with silicone.  Although a lot can happen in 5 years' time, we are happy to return and seal those holes up for you.  On top of that, we will also be installing a coil and control board that you purchased at no additional charge since you do not have any labor warranty as I heard your system was down (unrelated to this matter).

  I do want to apologize for the delayed response on our end.  We are training and ensuring we have better communication practices in place when issues like this arise.  Every customer issue we handle is important and we take complaints and/or wrongdoings very seriously.  As of the writing of this response, we have sent a qualified technician to address the issues with you and resolve them immediately.  Thank you for working with us and your time on the matter.

  **** ********** General Mgr.

• Initial Complaint

  Date:06/05/2025

  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.

  This company has put us in a ac unit outside unit and inside unit also duct work.This was in 2018 which the also came out in 2018 and I had a mold problem which all they did was spray around my vents and left.Never once went in my attic to check to see if anything was wrong.They also changed out my unit outside saying that my 3 ton outside was to big for my house but left the 3 ton inside.Which in 2025 I have called them back again and they but my 3 ton back outside and said they would have to change duct work.Well my son went into our attic and there was a big opening in my unit upstairs letting all my air into the attic.We have all been sick with headaches,coughing,and asthma.I am not the only person for larose to gouma that has had this problem.I am very upset that they will not make it right and have to spend another 8000 dollars to get and while new unit.

  Business Response

  Date: 06/19/2025

  Trahan's Heating and Cooling was not the installing company. Dufrene's was the original installation company. Trahan's did merge with Dufrene's. We have since the complaint we have recently replaced the outdoor unit free of charge to the customer and offered solutions to the customer that was present long before the installation of the system by Dufrene's/Trahan's. 

  Customer Answer

  Date: 06/23/2025

  Yes they did not install but said they would make it good since they bought them out.Iam not the only person that had had this problem and if you buy a company shouldn't you make it right.Now I have more mold and sickness in our house because they are trying different things that is not right size for my house.So now I'm stuck with us bring sick and my ducts and unit are not right.Thanks alot I will get other people to sign a petition to shit them down there are alot of people out there that had problems with this company.They are screwing the public and I will hire a lawyer.Ty

• Initial Complaint

  Date:06/02/2025

  Type:Product 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.

  Date of Transaction:
  February 21, 2025
  
  Amount Paid:
  $15,500 (financed)
  
  Product/Service Purchased:
  Installation of a new HVAC system, including a supply flex cut-in as listed in the original quote.
  
  What the Business Committed to Provide:
  Air Comfort Solutions agreed to install a complete HVAC system. The original quote included a supply flex cut-in, which I was charged for. However, during installation, the crew disagreed on whether it was needed and did not install it. I was told a post-installation inspection would be scheduled to determine if it was necessary, and that someone would follow up once the weather warmed to assess both the system and whether a new return was needed.
  
  Nature of the Dispute:
  While the installation was prompt and professional, post-installation follow-up has been poor. After multiple delays, the City of Broken Arrow completed the inspection on March 13, and a technician visited on March 14 to activate the system. He confirmed the supply flex cut-in was not installed and was not needed. I was told a $650 refund would be issued within 6–8 weeks.
  
  As of May 30, I have not received the refund.
  
  Follow-up:
  
  Feb 27: E-mail first sent about discrepancy between invoice and actual installation
  
  March 14: Tech visit to confirm supply flex cut-in was not installed and told refund would be issued within 6-8 weeks
  
  May 7: Told ***** (operations manager) would call—no response.
  
  May 29: Called twice, was promised callbacks—no response.
  
  May 30: Told it was a finance issue and I’d receive a courtesy call—nothing yet.
  
  Has the Business Tried to Resolve the Problem?
  No. Though all reps have been polite, I’ve had to re-explain the issue every time. Promised callbacks and refund have not occurred.
  
  Desired Resolution:
  A prompt $650 refund for the supply flex cut-in that was quoted, charged, but not installed or needed. I’d also appreciate formal acknowledgment and explanation of the delays and miscommunication.

  Business Response

  Date: 06/27/2025

  We have contacted customer regarding complaint, also sent customer the check for $650.00 on 6/5/25- followed up with customer if they received check and if they had any other concerns that we could address and get resolved currently waiting on a call back from customer. 

  Business Response

  Date: 06/27/2025

  We appreciate the customer bringing their concerns to our attention. Upon receiving the complaint, we promptly reviewed the issue and have contacted the customer to resolve the matter. As part of our resolution, we issued the customer a check in the amount of $650 as agreed. We believe this action satisfactorily addresses the customer’s concerns, and we are committed to continuing to provide excellent service.

  Customer Answer

  Date: 06/30/2025

  
  
  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:05/19/2025

  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.

  We had a new HVAC system installed based on a recommendation from a sales representative of the company. It has not worked properly since it was installed. We need a refund or a replacement. The company has yet to resolve the installation issues after 7 months. We want this resolved!

  Business Response

  Date: 06/03/2025

  Mr. and Mrs. ****,

  We apologize for the inconvenience your new system has caused you.  In discussing this matter with my Service Mgr, my understanding is that the issue has been resolved and your system is up and running as it should be.  It looks like we have been out multiple times attempting to figure out what the matter was that was causing the low refrigerant, which turned out to be 2 separate leaks:  one in the lineset and another in the ******** valve in the evaporator, both of which have been repaired and the system is now functioning properly at this time.  Unfortunately it took a few trips to determine the root issue at hand.

  Along with your system purchase, we will continue to hold true to the guarantee that we will make any repairs or modifications necessary at no additional charge to ensure you are fully satisfied with your system.  You have a 12 year warranty on your system, so should anything else happen to your system (outside of maintenance) you are covered for all parts and labor at no additional charge whatsoever.

  In an effort to fully resolve this matter, we are attempting to get a hold of you by phone to ensure you are satisfied with our service and the resolutions that have been provided.  Please do not hesitate to call or contact me should you need anything.  Thank you.

  **** ********** General Mgr.

• Initial Complaint

  Date:05/19/2025

  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.

  A#1 Air installed ductwork at our property prior to our ownership. Less than four years later, the system began experiencing serious airflow issues. An inspection by ****** revealed that the problems stem directly from deficiencies in the original ducting installation by A#1 Air.
  
  Despite the system being under both a 16-year labor warranty and a lifetime workmanship warranty (per the contract provided by A#1 Air's own representative), the company is refusing to honor these terms. Their denial is based on vague speculation and unsupported claims about changes to the system, which contradict the technician’s findings.
  
  We are now expected to pay over $5,000 to correct mistakes made by A#1 Air—an unfair and unreasonable demand. We are requesting that A#1 Air acknowledge responsibility and cover the cost of repairs as warranted.
  
  This matter reflects poor business ethics and a failure to honor written warranty commitments. We seek a resolution in which the company either performs or funds the necessary repairs without delay.

  Business Response

  Date: 05/23/2025

  We have spoke to the customer regarding there recent experience and will be discounting work down to $750.  The work is being done today.  

• Initial Complaint

  Date:04/07/2025

  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.

  On 05/16/2024, I paid 8982.00 for A1# Air to install, 200-amp panel protection, grounding. two smoke alarms, one
  carbon detector. I had been told they would have to come back on Monday, due to needing to order a part to cover some wires.
  The people that watch my solar came out to see what was wrong with the system. That is how I knew.
  You company 1 Air took off the wires from my solar. I had to Pay for an electrician to come out and put the wire back to the solar. The electrician that came out had to put a cover over the wire that go from the solar to the main panel. (Come back on Monday, due to needing to order a part to cover some wires.) I due work from home. I was finally ready for 1 Air to come out and label the box, put the part that was needed to cover the
  wires. (Saturday), service man came out to label the box. I was told that he would not be able to do it because
  his partner called out sick. Then processed to tell me he could not touch the solar wires. But they were
  taken off by 1Air. Never received a call back from A#1 air. AS of today, box is still not label. Was not given the smoke and Carbon detectors. No follow up from 1Air.
  The same day the service man came to do my check up on my A/C. I let him know
  where the unit was in my home. He went outside to look at unit. After finishing the service, the man
  came in for me to sign his slip. I asked him if everything was ok. He said yes. I turn my A/C on, warm air came out. how can that be he just check the A/C. I was without A/C.
  So basically, in one day two jobs neither one completed or done correctly.

  Business Response

  Date: 04/28/2025

  Hi *****.  We would like to any issues you had with the install resolved.  First, we can come out and label the panel as discussed before and also we will reimburse from the other electrical company having to come out to the home.  We only ask that you send the invoice from the other company to (*********************************) so we can review the work done before cutting a check.  When you get time, please reach out to us at 972-242-4800 and ask for customer relations and we will be happy to assist you. 

  Customer Answer

  Date: 05/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  It took me to write two letters too A-AIR1 (giving you 30
  days each time to respond).
  Made a claim with the BBB until you finial responded.
  The fact that two repairs in one day were not done correctly
  or finished.
  I went without my A/C during the month of MAY due to the
  neglect of A-AIR1.
  When A-AIR1 was ready to come back to finish the job.
  A-AIR1 employee told me, his assistance called out sick.
  “A-AIR1 should know that it takes two people to label the electric
  panel.
  You would think A-AIR1 would assign another employee to come
  and complete the job.”
   I was also told A-AIR1
  could not touch the wires that go to the solar panels.
  This was a surprise to me since A-AIR1 took the wires off.
  Due to A-AIR1 neglect I had to PAY an election to come
  Out and reinstall the solar panels wires back to the electric
  box.
  I was also told BY A-AIRI, I would be given two smoke
  alarms, one cordon detector
  I was never given those items from A-AIR1.
  
   I deserve to get HALF
  of my money back. After all I PAID in FULL for two repairs.
  Now ELEVEN months later A-AIR1 wants to finish the repairs. I
  DO NOT TRUST A-AIR1
  For fear it still will not be done correctly or being missed
  handle for something else to happen later.
  The anxiety, stress and my time I have spent getting my home
  back in order. ALL DUO TO THE LACK OF A-AIR1 CUSTMER SERVICE. 
  
  
  
  Sincerely,
  
  
  
  ***** *********

   

  Business Response

  Date: 05/05/2025

  Hi *****.  We would like to discuss any issues you had with the install resolved.  We will be happy to reimburse you for another electrical company having to come out to the home provided that you send us an invoice showing that the solar panel wire was disconnected.  We will also be happy to come out and inspect the work that was done by us and make sure that we completed our work.  When you get time, please call customer relations at 972-242-4800 and ask for *****. 
  

• Initial Complaint

  Date:03/17/2025

  Type:Product 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.

  In November 2024, I contacted Hi-Tech Plumbing LLC regarding a plumbing issue at my rental property in Oklahoma City, OK. Tenants reported water/sewage backing up into the bathtub and slow drainage. A technician from Hi-Tech Plumbing inspected the issue and advised that extensive repairs were necessary, including breaking through concrete to access and replace piping. Trusting their expertise, I agreed to the work so my tenants could have functioning plumbing.
  
  On November 5, 2024, Hi-Tech Plumbing performed the work, which involved significant damage to the tile and concrete slab—costs I was responsible for repairing. After the job was completed, the plumbing functioned properly for about a week before the same backup issue returned. Hi-Tech Plumbing then recommended another round of invasive repairs.
  
  Concerned about the situation, I sought a second opinion from another plumbing company. Their technician quickly identified a simple hair clog in the line, cleared it without any invasive work, and the problem has not returned since. This experience leads me to believe that Hi-Tech Plumbing either misdiagnosed the issue or deliberately pushed unnecessary, costly repairs. They had proposed nearly $10,000 in additional work that, based on the second plumber’s findings, was entirely unnecessary.
  
  I am filing this complaint to warn others in Oklahoma City to be cautious when dealing with this company. Their practices appear questionable, and I believe they prioritized profit over honest service. I request that Hi-Tech Plumbing acknowledge their error and take responsibility for the undue financial burden they placed on me.

  Business Response

  Date: 04/16/2025

  We have contacted the customer and have issued a full refund for the previous work done.  We will use this as training moving forward to help better our customer experience. 

  Customer Answer

  Date: 04/16/2025

  
  
  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,
  
  
  
  ******** ******

• Initial Complaint

  Date:02/24/2025

  Type:Product 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 contacted AirTech of Humble in spring 2024 to check the a/c mini split unit in our back house. The guy that came out was great and said there may be a small leak but recommended just refilling the system rather than repairing it. This worked great and I appreciated his advice. The problem is that he suggested that I sign up for a customer program that would get me a 10% discount on future repairs and priority service, for $20/month with a one-year commitment. Again, no problem with this in theory, except when we tried to use it. First time we tried to use it was for a water heater. They came out and said we needed a whole new water heater, and quoted us $3,000-5,000 for a basic water heater. I’m a first-time homeowner but even I knew that was insanely expensive, so I shopped around and found the exact same water heaters for 1/4 to 1/5 the price. Worse yet, we ultimately discovered the water heater just needed to be turned up. We turned it up roughly 6 months ago and have had no problems since. So they tried to sell us a grossly overpriced water heater —even after applying our 10% “discount”—when there wasn’t even a problem. Second problem with the customer program was that we tried to get priority service for an a/c issue. They said it would be several days to a week before someone could come out there. Doesn’t seem like a priority service. The lack of service was annoying but the fact they tried to scam me into buying an overpriced water heater when there wasn’t even an issue is infuriating.

  Customer Answer

  Date: 02/25/2025

  For further clarification, they have charged me $22.43 six times for the customer program, for a total of $134.58. I would like this amount refunded, a cancelation of my account in the program, and a stop to any other payments. 

  Business Response

  Date: 03/12/2025

  After reviewing the complaint, we have decided to issue a refund.

  Business Response

  Date: 03/12/2025

  We need more information on this customer. The info provided we are unable to locate the customer info in our records. Can you please provide address & an invoice number or something more.

• Initial Complaint

  Date:01/27/2025

  Type:Product 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 am writing to formally complain about the unethical and dishonest service I received from a Foulks technician on 1/20/2025. I pay a service contract of $45 monthly to maintain three split systems.
  
  Despite having a monthly service contract with your company, I was subjected to high-pressure sales tactics and outright lies when I called for a furnace repair on one of the coldest days of the year.
  
  My furnace was not heating properly, and while I was initially told a senior technician would be sent due to the age of my unit, the technician who arrived seemed more interested in selling me a new system than repairing my existing one. He falsely claimed that my furnace was beyond repair and that parts were unavailable. He then proceeded to disable my furnace, falsely claiming it was a "safety hazard," leaving my family in the cold. This was clearly a tactic to pressure me into purchasing a new system, which he quoted at an exorbitant $8,000-$10,000. He even had the audacity to offer a paltry $100 discount for being a loyal service contract customer.
  
  After insisting he turn my heat back on, I sought a second opinion from another company. Their technician quickly diagnosed the issue and repaired my furnace in minutes by replacing a simple $200 ignition control module – a part the Foulks technician claimed was impossible to obtain! This part, as I have now learned, is readily available (see attached photo).
  
  The technician's actions were not only unethical but also put my family at risk.
  
  I request a full investigation into this matter and expect appropriate action to be taken to address the following:
  
  The technician's false claims and high-pressure sales tactics.
  The unnecessary disabling of my furnace, which caused significant discomfort and potential danger to my family.
  The misleading information regarding the availability of parts.
  The overall lack of honesty and transparency in your company's service practices.
  
  Please refund my service contract fees.

  Business Response

  Date: 02/13/2025

  Good Day!

  My name is *****, the Operations Manager here at Southern Air Northshore. We had a major cold front move in at the end of January 2025. The southeast part of the Country received up to 8" of record breaking snow. Southern Air's determination to get all of our customers up and running with heat was our number one priority. Once the Black Ice was gone and the roads were safe to drive, our qualified technicians worked diligently around the clock for the safety of our community. That being said, our number one priority is not only the comfort of our customers, but more importantly the safety of their families.

  This particular customer Mr. ******* called in and was dealing with a furnace not heating properly. Temperatures were low and the conditions were harsh. Our Senior technician visited the property, he made the determination that the system is past its life expectancy but was also dealing with carbon monoxide draft issues which could be very hazardous. Potentially, if our technician got it up and running again, the family could have been at risk of CO2 poisoning. This particular furnace manufactured from 1992 (consolidated), has had many past health risks and concerns. That being said, individual's inside the home could be subject to CO2 intoxication (headaches, dizziness, disorientation, and loss of consciousness). Southern Air strives to be proactive instead of reactive, our sole intent is not just the comfort but safety of our customers. 

  Our company management team has reached out to Mr. ****** numerous times, explaining to him our values and integrity to why this action was taken, not for the sole purpose of making a sale or upselling. Our technician made sure the customer was not left with out any heat, Mr. ****** had three systems in the house 2 of which were working at the time. Mr ****** was refunded for his Yearly shield membership as a gift of gratitude. Our company takes 100% pride for customer satisfaction. Southern Air's 5 star service is our number one focus, the values we have in place show through the reviews. Hopefully Mr. ****** will take down the 1 star review on Google by understanding what our true intent was for him and his families safety at the time. Thank you!

  Customer Answer

  Date: 02/22/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

   

  I have not received any refund for the shield plan. I waited more than a week to see if a refund would be posted, and it has not. Also, there are some factual errors with your response. Snow storms did not delay your response or alter the service because the call was placed before the snow storms. You also stated that your technician intentionally disabling my furnace would not leave me without heat. It is correct there were multiple units in the home, but you failed to realize the home was a duplex. Leaving the furnace disabled without my permission would have left an entire living area without heat. I believe you mean CO (Carbon Monoxide} when you refer to CO2 ( Carbon Dioxide) multiple times in your response. Either way, professional readings taken after you left by a third party and again continuously by myself have confirmed that there are not dangerous levels of either gas present in the home, and that the furnace does not release dangerous levels of CO. The Lennox furnaces you are referring to that previously had issues were installed prior to 1990. Additionally, the furnace in my home is well maintained and has had a heat exchanger replacement in its lifetime. You passed of mere speculation as fact. Your repeated mentioning of possibly dangerously high levels of gas without bothering to take a reading prove that your business places sales before practicalIty . A decent CO reader should be in your tool bag and should be able to back up any claims like that, due to the gravity of a potential CO leak. You have also confirmed that their sole purpose of the visit was to make a sale with the screen shot of the notes you included. The notes say that the technician inspected the coils on a completely different system in the home and recommend they be changed. Those coils and completely separate system were not in the purvey of the “no heating” call.  You have also not addressed the fact that your technician was dishonest. My main point was that the technicians said that it was impossible to repair the furnace because it was impossible to get the repair part. The fact is that the next technician from the other company had many of the parts on his truck and had the furnace fixed in short order. He also did not note any safety concerns and all of your scare/ sales tactics were contradicted by a true professional.

  
  
  
  
  Sincerely,
  
  
  
  ****** ******