Complaints
This profile includes complaints for Southport Home Services's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 2 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:10/09/2023
Type: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 Friday , Oct. 6 we called for service from Southport Home Services to repair our Carrier ********************** Tech came out from Southport and went down stairs with my wife and I , with a tablet , no tools or flashlight. Tech took one look at our furnace and said to old and expensive to repair. Tech told us the part , if available would be $1500.00 , and labor to install would be $600.00.Tech told us they get parts from a warehouse in ********** **., witch would not be open until Mon.Tech told us he used to be an installer and did not think part would be available . Tech told us we would need NEW HVAC System and would set up Sales Call for Tuesday , following week. Charged us $226.00 for Service Call , Did not preform any service or even look at furnace parts.We called another *************** a friend recommended , Came out on Saturday Oct.7 and repaired our furnace for $510. Told us our furnace was in GREAT SHAPE , and should last another 5 years easy.We were Southport Customers since 2013 and have many repairs done over the years.Southport advertises they are Factory Certified Carrier dealer with trained techs and parts ******************* , yet did not have any parts for our furnace.I fail to understand how Southport tech told us it would cost over $2000.00 to repair our furnace and replacement was our only option and another smaller HVAC company can repair for $510.00.Remember SOUTHPORT CLAIMS ON WEBSITE;"FACTORY AUTHORIZED CARRIER DEALER""*************** TECHS""EVERYTHING YOU NEED UNDER ********""FULLY LOADED *******************"A company that makes that claim should be able to repair a furnace the same as a small shop.I STRONGLY FEEL SOUTHPORT was just trying to sell us a NEW Furnace.Southport's Tech should have been able to make the same repairs as the second company's tech.Since ********** was preformed by Southport , We dispute the charge for $226.83 Thank You ***********************
Business Response
Date: 10/10/2023
Refunded. Thank you for the opportunity to train our technicians as we work our way towards our third consecutive, and ninth overall, ******* President's *********************** luck to you moving forward. Thank you again!
Customer Answer
Date: 10/13/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
***********************Initial Complaint
Date:09/08/2023
Type: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 have a membership with the merchant that reduces the charge amount by 15%. We were not given that discount as per the attached copy of the receipt.Business Response
Date: 09/12/2023
We absolutely agree. Sorry for overlooking that while closing out the job with you. We have begun the refund process for the 15% discount. It will be returned to you via check. We can also apply the refund to the card on file for you *********** membership payment, if you'd prefer. But right now I am proceeding with mailing a check.
Any questions please feel free to give **** a call at *************. I am responsible for this division of Southport.
Thank you and sorry again for the confusion.
Customer Answer
Date: 09/12/2023
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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.
Regards,
*********************
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