Southern Trust Home Services, Inc.

I have dealt with this company for a few years.....they are always kind, on time and extremely helpful....So far their work has held up very well....I would recommend them.

We have a Lennox HVAC/Heat Pump unit that needed servicing. It did a nice job in the winter but nothing going on during the summer. I did notice a high electric bill in the winter.

Going onto the Lennox web site, Southern Trust Home Services (STHS) was listed as an authorized dealer / service provider. We have used the other company listed on their site for the original install but their customer service was horrible.

Making the appointment: When we called STHS for the appointment, a lovely person greeted me on the phone by the name of Rachel. If this was the voice of the company then I need not worry about customer service. I told her about the problem and she was very understanding about our dilemma she made an appointment for the same week. The service call was for a Friday b/t 8-10am

Service Call: Craig who stated that he was about 15 min out from the address called and asked if this was a good time, I said of course. I greeted Craig in the driveway. The company truck was very well presented, cleaned with crisp lettering and a clean truck. Craig was very well dressed in a nice clean uniform. What struck immediately struck my attention was the American Flag that was embroidered to his left short sleeve shirt. Craig introduced himself and I presented the symptoms of my unit and he was very attentive in listening.

Upon entering the house, Craig stopped at the door and put on red disposable booties to prevent any debris entering the house. I thought that was thoughtful. The day before I set up a ladder under the ceiling access to assist the person getting into the attic. Craig thanked me for the pre-planning on my end.

Without going into detail of how the problem was found, all I can say that Craig really REALLY took his HVAC classes seriously! He is walking textbook explaining each step and procedure during the trouble shoot. A trip to the attic, a trip to the outside unit, a voltage multi-meter to the thermostat and the problem was isolated to the outside heat pump circuit board. Craig called the supplier and the part was in stock. Craig left to get the part and returned within 45 min and the part installed in less than 30 min. Electricity was engaged to the unit, a 5 min wait for safety relay and PRESTO! The unit was back in service and blowing cold air. Since the unit was under warranty there was no cost for the part and the service cost was very reasonable.

Overall Impression: I am a retired Army Colonel with 38 years of service. I spent my last 5 years of my career serving as the Clinical Inspector to the Army Surgeon General in Alexandria VA. I inspected and audited “People” and “Services” who performed health care service to our soldiers. It was not a good day if you did not know your job or treated our solders in a less than stellar manner.

In the field, if Craig is the face of Southern Trust Home Service then KUDOs to the company for presenting an exceptional picture of their organization. Craig performed exceptionally well, beyond expectations and during all times respected the home, the equipment and even spent a few minutes getting to know our little dog by giving him a little treat.

Bottom Line: A great company and a great service person that comes highly recommended. Again, there are two companies on the Lennox web site and the other company failed miserably in the past. If you need HVAC work, have Southern Trust Home Services perform the work and ask for Craig as your service person. Thank you Craig, your performance went beyond expectations and thank you Southern Trust Home Services.

[redacted] (US Army Ret)

I called Southern State on Friday afternoon and was able to get a tech appointment on Monday. Since it wasn't an true emergency I was ok with waiting over the weekend for the service. Brandon called to let me know he was running a couple of minutes late and then he arrived earlier than I had expected based on that call. I showed him what I wanted done he said he understood and returned to his van to generate an estimate. He then presented me with the estimate and after I told him that I thought the price was too high he mentioned a "coupon" for $50 off bringing the total job to $306. I approved the work and he got busy he was completed in just under 2 hours and I paid. Brandon was very polite and careful not to damage anything in my home while doing the work. My experience with Southern State is that they are generally the most expensive, but they are the most convenient and they show up when they promise they will. Unfortunately that isn't something that happens every time you set an appointment up with a contractor. Southern State is reliable and they do quality work.

Review: At or about 6:00 p.m. on Saturday, July 11, 2015 - the owner of the residence located at [redacted] found herself in need of emergency plumbing repair services in order to restore whole house water service. Influenced by an advertisement in the "New River Valley Yellowbook," which promised "Same Day Service," and "24/7 Emergency Service, Saturday and Sunday Service No Extra Charge," I called the telephone number listed in the advertisement. My call was promptly answered. After explaining the problem, I was informed that there would be a fixed fee of $189.00 for dispatching a service technician. I agreed to the fee, led to believe that it would include time, travel, and routine labor charges.The technician was unable to attend to the problem until the following morning (hence, no same day service). The technician fixed the problem to our satisfaction - a task that required approximately 1.5 hours of his time, and the replacement of an emergency shut off valve and inlet fill line, both associated with the master bathroom commode. Upon completion of his work, the technician generated an invoice which was paid on the spot by credit card. The invoice was for the sum of $381.27 - on top of the $189.00 dispatch charge. It was not broken down into parts and labor. Estimating that the parts cost no more and probably much less than $50.00, I consider the charge to be excessive - by at least $300.00.Desired Settlement: I would suggest that the issue might be fairly resolved by refunding the sum of $300.00 to the customer. I also suggest that this company is in gross violation of fair advertising practices, policies, and rules of law. It was bad advertising, if not a scam. I suggest that the company mend its ways.

Business

Response:

Mr. [redacted],

I am so sorry we let you

down and you feel that our advertising is "bad", that is not our

intentions. We do offer same day 24/7 service in all three of our trade lines,

with one emergency expert available in each trade for after hours, and up front

pricing that stays the same---we do not charge any over time.

When Ms. [redacted] called

in, our plumbing expert was out on a prior emergency call, he informed her that

he would come when he finishes his current emergency call and that it would be

later Saturday night. At that point Ms. [redacted] said she could wait until

Sunday morning to have him help her with her problem, which he did.

When our expert arrived

and reviewed the work needed to be done, he showed Ms. [redacted] all the fees

associated with the repairs up front, before any repair was made and he received

the ok to begin work at the pricing Ms. [redacted] agreed to. When he

completed, she also signed that she was happy with the work at that time.

I am not sure what

changed and why almost a month later you are unhappy, and feel our advertising is “bad” and

a “scam”—again, I am sorry, that is not our intentions. We have been in

business for over 20 years and our thousands of satisfied customers prove to me

that we are doing something correct.

If you still feel we are

not being fair, please call me on my cell at [redacted]---Ted Puzio,

owner/president.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.As mentioned in my original complaint, the homeowner was presented with an invoice by the technician upon completion of his work. The invoice totaled $381.27, on top of the $189.00 dispatch fee. Estimating that parts cost, at most, $50.00, and knowing that time required to complete the job was 1.5 hours, at most - then I calculate that labor charges were billed at $381.27 less $50.00 divided by 1.5 hours = $221.00/hour. I cannot believe that this is a standard rate, or a fair market rate. At the very least, I would like to see a detailed line item breakdown of invoice components, and reiterate that a refund of $300.00 would be accepted as a fair settlement of the matter under dispute. I would also reiterate that "same day" service was NOT provided.

Regards,[redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

The specialist that worked at our house, Brandon! Was professional and polite. He even called to let us know how close he was to the house for our appointment time. We are very pleased with his work, and would highly recommend him and the company.

On Friday, Oct. 23, 2015, I had several electrical projects done by Brandon B[redacted] of Southern Trust Home Services. Brandon did a great job. He was courteous and professional at all times. The work was completeled in a timely manner and in a neat and professional way. Brandon ran into a few problems due to the age and condition of the house and the wiring, but he overcame all obstacles. I would recommend Bradon, and therefore, Southern Trust Home Services to anyone who needs their services. Brandon is an asset to Southern Trust Home Services.

Review: We called Southern State for an emergency water line clogged. They told us the price to come out on Saturday evening June 20th would be $189 for the service call and that they would price the job once they evaluated the situation. We agreed to this price based on previous call to another company for the same job on a weekend which was $265 in December 2014. The service man arrived looked at the situation and went out to his truck and stayed for a long time and came back to us with a price quote of $838 total. This included the $189 service fee and $649 to clean the line. This is the same job another company did for $265 total. We were dumbfounded, we explained our concerns on the high price and asked for a more reasonable price. The man called his boss who stated they would take off 10%. This was not suitable as we were still being overcharged by $500. The only choice we had was to pay the $189 service fee and send the man on his way. I feel that is EXTREMELY EXCESSIVE and I would like my $189 refunded. Especially considering I was able to get a competitor to my home on the same weekend and get the entire job completed for $265.Desired Settlement: I would like a refund because their business practices are totally unreasonable.

Business

Response:

Ms. [redacted], I am sorry that we let you down and that you had

a bad experience with our award winning team, but that is not our company’s

purpose. Our core purpose is: "To Help All People Live in Safety and

comfort". We do this by providing

outstanding on time service, great warranties and 100% customer satisfaction.

Your case would be an excellent example of the benefits you

would have received with our 1 year flow warranty. You have already paid

someone else $530.00 to come out twice in less than a year’s time and not solve the

problem, but only get your water flowing. This is not how we develop long term

lasting friendships and relationships with our customers. We value each and

every one of our customers time, home and friendship. This is why we do such an

extensive job clearing/solving and remedying the problem for the

long haul—we just do not get your water following and then come back with in a six month period and charge for the next problem.

Like I said earlier, I am sorry that we let you down, Ted

Puzio

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I would like a refund of the $189 paid for the unreasonable estimate fee which was not addressed in his answer.

Regards,

Business

Response:

We did provide a service and the emergency Saturday night dispatch

fee was explained to you ahead of time, which you agreed to pay. So I am sorry to say we cannot be refunding

the money you agreed to.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Had the fee been reasonable I would have accepted the offer to make the repair. Not only was the fee unreasonable it was completely out of line for the type of repair needed. This business has a history of overcharging customers as seen on this website.

Regards,

Excellent work, quick, helpful and offered suggestions for better electical needs.

Review: Service Member ([redacted] T.) came out in December of 2013 and un-froze a well pipe. At that time we asked for a quote to replace the well pump. He quoted us a figure of about $1,800. He also talked us into signing up for a 3 Year Home Protection plan at a cost of about $129. Based on what he told us that day and the companies printed advertisements in the Lynchburg area, we assumed we were in the companies service area.

Customer Service Manager ([redacted]) came out on 4/8/2014 and told us that [redacted] was no longer working for the company, and the we were actually not in their service area. He said it was too much of a drive to work for us, but he would honor what [redacted] told us... Then he told us he would have to install a different pump than what [redacted] had quoted us. He told us the price now was going to be $3,065, and that he was giving us a discount.

We opted to go with another company and had the same work done at a cost of $1,250.

Since, as [redacted] states that we are not in his service area. We are requesting the the 3 Year Home Protection Plan be refunded. I emailed the company through their website, and have received no response.Desired Settlement: We would like the 3 year home protection plan money refunded.

Business

Response:

We want all of our customers to be 100% satisfied and it sounds to me that Mr. [redacted] is not.

With that being said, SSE&P will gladly refund Mr. [redacted] the $129 family plan agreement price, but we need to look at invoice number [redacted], dated 1/4/13.

As a plan member, Mr. [redacted] was given our 15% discounted price off of our standard price for his service of $367.30.

Mr. [redacted] agreed to, and was given, the Family Plan price of $312.20, which is a difference of $55.10.

Southern State Electric and Plumbing will gladly refund 100% of the $129.00 minus the plan savings for that day of $55.10 for a total refunded price of $73.90.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Craig serviced my HVAC this last week, and I found him to be a very personable and professional individual. He identified a problem with my HVAC system, offered up-front pricing to correct the issue, and completed the work in a timely fashion.

Craig also performed my semi-annual HVAC preventative maintenance. I received written verification of his work, which was thorough.

I would request Craig again to perform service and maintenance.

I had an excellent experience with Southern States over a very large plumbing problem. The plumber they sent, [redacted], was thorough, knowledgeable, and answered every question. I have also used Southern States in the past and been pleased with their electricians, as well. I highly recommend them. They respond quickly and arrive on time.

The serviceman, Danny T, came to my house in connection with a warranty issue. He was very professional and polite.

We have nothing but great things to say about Southern State Electric and Plumbing Inc. This is a top notch company with top notch professional employees. They are always on time, neat, perfect work and wonderful people to work with. We would highly recommend them to anyone we know.

Brandon B. was my electrical service provider from Southern Trust. Brandon was thorough and efficient; very polite and professional explaining what he was doing and upon completion the warranty for the work done. Brandon's punctuality is greatly appreciated while his knowledge and expertise provided comfort and confidence in his work.

The upfront pricing based on project not hourly (though high) is appreciated as the "nickle and dime" approach is eliminated.

Marvin showed up on time to service our generator and check out the electical system of our home. All tasks were completed and he took the time to review all the work he had done.

We contacted Southern State Electric to check our wiring after a power surge. The first thing the technician did on entering the house was to place covers over his shoes. How wonderful is that? He introduced himself and his company which I found to be very rare amongst service companies. He was polite and answered all of my questions. He took care of the hot water heater first and put a plumber on standby. When it was found that the hot water tank needed replaced he called and the plumber was on his way. Our Technician repaired everything to our satisfaction. The plumber installed our hot water tank in short order. He too was every bit as nice, polite and informative as the electrician. We will be using Southern State Electric for all of our future needs.

Southern State Electric and Plumbing is an outstanding company. We have called them on several occasions and received excellent service each time. Their representatives are complete professionals. I have confidence that every time they work on a project that it will be done well, thoroughly, and with complete integrity.

Jeff H[redacted] with Southern Trust is an highly qualified HVAC Techinician. Jeff was on time, to his time, over 2 hours checking my HVAC systems to make sure they were working properly and then spent time with me explaining what was needed to make the system continue to work efficiently! There was no pressure from Jeff on anything he suggested. He should be used as an example for his company. The cost of what I had done seemed a little expensive, but anything they due is backed by a 3 year parts and labor warranty (NOT A LIMITED WARRANTY) a FULL WARRANTY! I will continue to ask for Jeff H[redacted] to watch over my HVAC systems!

Review: Service was a couple of week ago. I had a drain pipe stopped up and [redacted] ran a 75foot snake through it. It did not unstop the drain. I was charged $355.00. I complained about the cost and was told they would apply this to connecting the line to the sewage drain. I told them I could not afford this that I am on a fixed income plus I was helping my son with his divorce. This was too ,

money for what was doneDesired Settlement: Give me a brake on charges

Business

Response:

Ms. [redacted],

I am sorry our expert couldn’t fix your problem and we let you down. He ran his

snake thru from the house out with no luck and he tried to find the other end

of your clogged floor drain pipe that is in the woods but had no luck. (It does

not go into your septic like the code requires) Our expert provided an exact

price to repair and bring your piping to current code, which would eliminate

any future problems, PLUS he gave you a full credit back of any money you paid

for the initial charge towards that work.

If you would

like to find the end that is in the woods [redacted] will return FREE OF ANY

CHARGES and run the snake from that end back into your home. Hopefully this

would free up any roots or pests that made a home in your drain line. [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards, I was never given a quote on any additional work

Business

Response:

Ms [redacted]--Our tech

returned back out to your home on September 17 to review the extent of what

needed to be completed and to give you an Upfront guaranteed price for repairs.

But when he returned to

your home you would not let him in. Without access to your home during daylight

hours to access the problem he would not be able to give you a price on

repairing your system.

I'm sorry but it would

be extremely hard for us to fixing your system without seeing it during the

daytime.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

[redacted] came back on the 17th to get my signature on the credit agreement which he did not have the day of service. And by the way I did open the door and invited him in. I had told him and your secretary that I had a doctor appointment but I would have time to sign the contract. I also told him I couldn't afford to have the suggested work done and the work would have to be done too close to the room my disabled husband was in. My major complaint is being charged too much. If the line had been unstopped I would have been happy. [redacted] told me about a product that could be put in the drain that might get it unstopped but said it was 99.00

Every one of these men are very professional, courteous, and smart. They did an excellent job in all the different repairs we have needed in our home. They are very trustworthy, and I am glad we discovered Southern Trust. They will not disappoint!