Complaints

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2023, we had a technician come over to inspect our AC systems and told us we must not turn them on because that was dangerous and could burn our house down. He then suggested for $5000 of repairs with no guarantee that would actually fix all the issues, the best being to change both our systems for $30k. We contacted another company for a second opinion and the technician told us there was absolutely no problem with the systems and no risk of fire. Last year, we had a leak and a FH Furr technician fixed it for about $1000. The leak reappeared and a FH Furr technician asked us $600 to investigate and suggested to change the whole toilet for about $2k-$3k. We contacted another company to have a look. Not only the technician fixed everything for less than $150, he also told us the wrong hardware had been used during the last repair, and everything was loose and asked us if someone from FH Furr actually touched it because there was no way that could be loose this way... He then suggested there was wrongdoing to break on purpose and leak again. The reviews are full of comments about people being mislead by FH Furr technicians

  

  Business response

  10/25/2023

  **************, I am sorry that you feel there were any issues with our services.  I have reviewed your account and the jobs referenced in this complaint.  On 6/13/23, you had an HVAC technician out to inspect your unit.  He took pictures of the compartment of the outdoor unit.  The pictures showed normal wear and tear due to aging (21-year old unit), as well as damage which he attributed to rodents.  While a competitor may have provided a different option, you were only charged $40 for the inspection.  Based on the estimates you were provided, it is understandable that you chose to receive another opinion.  It is always our goal to provide the best, long-term repairs so that our customers have peace of mind that they will not have to have additional repairs in the short term.  The plumbing work you have referenced was completed 12/15/21 and 12/17/21.  Our technician repaired multiple leaks during those visits.  Our workmanship for all services provided is 1 year.  If you had any issues directly related to work we performed during that time, we would have fully addressed them at no charge.  Again, I am sorry that you feel there were any issues with our services.  We appreciate the opportunities you have given us to service your home.  There will not be any refunds issued at this time. ***********************, Client Relations Manager.

  Customer response

  11/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  - On the HVAC system, the numbers do not match at all the numbers from another company and the messaging was misleading, ie "the system can start a fire" (I had confirmation from 2 experts that this statement was 100% wrong). The system has been working great all summer and no fire started.
  
  - On the leaking toilet, yes the original repair was from more than a year ago, but based on the other company there was poor workmanship, if not on purpose to trigger another leak after a year+.
  
  I clearly do not share your point of view and really think you are violating multiple consumer protection laws.... I already opened a case with the Virginia AG and will follow up with them since you are not going to do anything through the BBB.
  

  Regards,
  
  ***************************

  

  Business response

  11/03/2023

  **************, again I am sorry that you find fault with F.H. Furr.  I have provided you with visual evidence of the condition of your HVAC unit  and the manufacturer's labels observed by our technician.  If a competitor's technician did not feel any inclination that the safety of your home was an issue, that has no bearing on our technician's assessment.  Frayed/unshielded wiring is always a potential threat as no one can reasonably guarantee how long it is safe to operate equipment in that condition.  The toilet leak which has occurred beyond the warranty period cannot be truly nor solely attributed to workmanship two years after a repair.  There are many potential circumstances that can cause a leak, none of which involve malicious intent from a service technician.  I appreciate the time you took to provide us additional feedback on your concerns.  ***********************, Client Relations Manager

  Customer response

  11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I think your answer is more than ridiculous at this point. The technician NEVER indicated there were frayed/unshielded wiring, and none of the picture shows anything. The technician indicated the capacitors were the problem (the other company's technician showed me that was not true by the way). On top of that, the numbers your technician showed did not make any sense and were not even close to the numbers the other technician showed.

  With regards to the leak, I will not say anything and agree with you on the fact that only poor workmanship would explain the same leak coming back 18 months later (especially when the other company fixed the issue for less than $100).

  I understand you are trying to protect your company, even if it means being dishonest. I really would have thought you would at least acknowledge there was a problem in your company, but I am definitely wrong.

  
  I am done arguing with you. Hopefully the Virginia AG will help address the numerous issues your customers have had with your technicians.
  
  ***************************

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have 2 invoices ******* First invoice only worked one day . and doesn't work no more .Payed 1290.48 for that.so I'am frustrated. Second invoice and visit,the technicain tells me I need anouther part that cost 3800 dollars plus installation . I don't have the money. So I out 1388.23 to hear this .I payed a lot of money just for a maybe.

  

  Business response

  10/03/2023

  ****************, I am sorry that you have been frustrated with our services.  We initially responded to your home for service on 4/13/23, and found the system low on refrigerant.  The technician identified a leak at the service valve.  He completed repairs and recharged the system.  We responded again to a service call on 6/5/23.  The technician identified a second leak in the indoor coil, provided repair estimates and recommended replacement.  The technician who was initially out in April provided options for repair that could potentially have lasted longer had there not been a second leak.  This leak was missed due to the amount of debris in the system.  You were provided an estimate for the cleaning of the coils, but did not authorize him to complete them at the time of that visit.  Again, I am sorry for any frustration you feel.  ***********************, Client Relations Mgr.

  Customer response

  10/21/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:If I knew about a coil cleaning I needed to Know before I pay work.I payed for and it broke down to fix on second vist cost another 3900 Dollars plus labor Ididnt have it,Still broke down.After 1290.48 Dollars . 
  
  Regards,
  
  *************************
  

• Initial Complaint

  09/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On September 7, I hired FH Furr to look at an issue I was having where it was too cold when the air conditioner was running in my basement. They came out and did an assessment and said they would install a damper on the air intake and new humidifier and thermostat, for a total charge of $1679. They came to install the work on September 15th. They installed the damper and humidifier but could not install the thermostat. They took the thermostat off of the bill and the final charge was $945. Immediately after they left, I noticed an error code on my thermostat describing a heat problem. I called FH Furr back to see if they could come out and fix it. They came out on September 19th and said it was the hot surface igniter for the gas furnace that needed to be replaced. I accepted the charge of $386 and they replaced the igniter. After they left, the problem was not resolved. I called back to have a second follow up and requested a different technician who arrived on September 20th. He said nothing about the igniter but then proceeded to explain to me that the circuit board had failed and needed to be replaced at a cost of $2,211. Following this issue, I have complained to the client relations team and the service manager. None of them were able to explain to me how this happened. The best explanation I received was that "Sometimes this happens." No one ever was able to explain why the hot surface igniter needed to be replaced. I am stuck with a furnace that now is in worse shape than when they arrived the first time. I was told there was a 100% satisfaction guarantee but this did not happen. Given my current situation, I'm looking for a repair or refund of at least the $386 hot surface igniter that no one was able to explain to me why it was necessary to replace. I would also like a repair of the circuit board because it was only damaged after they left.

  

  Business response

  10/03/2023

  **************, we appreciate the opportunity you gave us to service your unit and are sorry that what has been done has not fully resolved the issues. When our technician was out on 9/7, he made the recommendations necessary to distribute conditioned air more evenly to the different levels in your home. On 9/15 he completed that work which included installing dampeners and replacing the existing humidifier. He completed a function check, and everything was working properly. We returned on 9/19, and the error code that was identified specifically referred to the Hot Surface Ignitor which was replaced at that time. Upon replacement, the technician verified the unit was functional without errors. On 9/20, we returned to the same error code and troubleshot down to the circuit board. We provided an estimate for the repair and a discount of 10% of the work which would account for the cost of the ignitor plus a little extra. You declined this offer. Based on the work done and the resultant error codes, our technicians did what they should have. There was no way to identify the circuit board without the replacement of the ignitor, and we offered a refund per your request.  ***********************, Client Relations Mgr

  Customer response

  10/17/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I do not believe you were honest with me about what caused the circuit issue. I also believe you installed the wrong igniter switch. I also believed that the "refund" you offered in the form of a discount on further work is bogus because I was able to get the same work done for $1200 less than the quote you offered. So no I reject the resolution. I believe you gave me poor service and overcharged. 
  
  Regards,
  
  *********************
  

  

  Business response

  10/18/2023

  **************, once again, I am sorry that you were not satisfied with our service and resolution attempt.  We have explained the circumstances which led to the recommendation of each repair.  We have offered you what was fair from our perspective.  The ignitor switch we installed was verified as compatible with your system.  We offered you a 10% discount on the repairs for the circuit board, on top of additional discounts on any future services we might provide.  You decided to go elsewhere, and were able to find a cheaper option, then that is fortunate for you.  We do not advertise our services as the cheapest available.  We do offer a "100% Satisfaction Guarantee" which is to ensure that once all repairs are made, our parts and workmanship are warrantied for 1 year.  We will return as many times as necessary to address any issues with those parts or workmanship should any develop.  In this case, we added equipment (damper and humidifier) and replaced faulty components which were indicated by error codes and verified the system's operation prior to leaving your home.  There is no evidence to support the claim that there was no problem with the circuit board prior to our work.  Again, I am sorry if you feel that we provided poor service, were overcharged, and refused our attempts to resolve your issues.  I would be happy to leave open our offer of discounted services should you choose to allow us to service your home again.  ***********************, Client Relations Manager.

  Customer response

  11/03/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: I still do not believe they acted in good faith to help solve my problem and I think the fact that grossly overcharge for their services needs to be recorded. It really is staggering. I believe their work is poor and their prices are too high and I was never satisfied with their work or explanations of services. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  09/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In June 2022, I purchased a home with a ****** system installed by FH Furr in August 2020. FH Furr transferred warranty and service agreement to me and I was upsold on continuing the “Gold Plan.” My year of experience with FH Furr was unacceptable. The inconsistencies and unprofessionalism, the promised follow-ups never completed, the up-sales and mistakes caused significant trauma and other impacts. It prevented me from settling into my new home, caused damage to my property, created unreasonable inconveniences, and caused me to miss countless hours of work. The “inspections” included in the Gold Plan are not maintenance, they are up-selling visits. During one “inspection” FH Furr’s technician identified the insulation of the return duct should have been completed during their 2020 ****** installation. During another “inspection” they identified the HVAC system filter had been installed backwards by the previous FH Furr tech. I was promised a free filter but never received it. I was up-sold on the duct-cleaning. This first one was a no show—half a day wasted. When the duct cleaning was completed, it was a HORRIBLE, traumatic experience—damage to the home and massive amounts of black debris on belongings. FH Furr’s repairs didn’t match, so my new home’s walls and ceiling are blotchy. They sent their “duct cleaning expert” to re-clean. During this work they dumped a ton of debris on my heirloom wool rug. If I hadn't intervened to clean up their mess, they would have destroyed the rug. After consistently poor service by FH Furr, I paid to have two third-party evaluations by ****** certified HVAC companies. They determined the 2020 installation by FH Furr is not to ****** standards in several ways. Additionally, during one of the duct cleanings, FH Furr techs somehow disconnected two parts of the supply duct in the living room. This was discovered during one third-party evaluation and reconnected by the other.

  Customer response

  09/26/2023

  Hello,

  I've tried several times to upload my documents, but nothing happens when I click "Proceed." All three files are .zip, and they are all under 8 MB. Please let me know how else I can provide this information to you. I've been working on this for a couple of evenings now.  

  Thank you,

  ~*******

  Customer response

  09/26/2023

  I'm trying one file at a time.

  ~*******

  Customer response

  09/26/2023

  Sending one at a time seems to have worked. This is number 2 of 3.

  ~*******

  Customer response

  09/26/2023

  And this is number 3 of 3.

  Thank you,

  ~*******

  Customer response

  09/26/2023

  trying 2 of 3 again. it isn't showing up as an attachment in the list of messages.

  Customer response

  09/26/2023

  trying 3 of 3 again. 

  Customer response

  09/26/2023

  I apologize for all the troubleshooting messages. I figured out what's happening. On the original request for more information form it states, "maximum of 5 files - up to 8 MB in size each." Now, on this screen/form it states, "up to 5 MB in size each." I reconfigured my second two zip files to be under 5 MB and attached all four to this message. 

  ...Well that didn't work. I'll try loading one at a time. 

  Thanks again,

  ~*******

  Customer response

  09/26/2023

  this is now number 3 of 5.

  ~*******

  Customer response

  09/26/2023

  This is 4 of 5.

  ~K

  Customer response

  09/26/2023

  This is 5 of 5.

  It seems that it's only possible to load one at a time. I hope my troubleshooting will help you make some adjustments to the system so others can have an easier time. :)

  Best,

  ~*******

  

  Business response

  10/03/2023

  ******************, I am sorry that you have been dissatisfied with our service.  To first address the "inspections" you have had issue with.  These inspections are required to be completed at least annually in order to maintain the extended warranty through Comfort Shield which was transferred to you by the previous owners.  The premise of these inspections is to ensure the major components of the unit are operating to manufacturer's specifications.  Our technicians will make any other recommendations based on what is found during these inspections - at no cost or obligation to you.  If you are not happy with our service, you may seek out another company to complete these inspections and maintain your warranty coverage.  You will be required to present evidence of these if you should need to have any warranty repairs throughout the expiration of the warranty plan.  To address the alleged installation issues, F.H. Furr installed an **** matched and certified system in the home per our contract with the previous homeowner.  The installation was to code and met the manufacturer's requirements (see documents attached).  The items you are asking us to pay someone else to do are not required and we will not be responsible for them.  We are very sorry about the issues with the duct cleaning.  A refund of the duct cleaning is understandable and we are willing to discuss this item.  Again, we are sorry that you have been dissatisfied with us.  Please feel free to contact me should you want to discuss this matter further.  ***********************, Client Relations Mgr

  Customer response

  10/26/2023

  Hello,

  I have a question about accepting versus rejecting.

  It took me following up many, many times to finally get to the point where we have the attached resolution. Today I received the filters, but I have not received either the refund for the duct cleaning nor the payment for the repainting.

  Not closing this case is the only leverage I have. Should I reject until I receive the payments? I'm not sure what the BBB's procedures are or what happens if I reject.

  Also, you will a part of the resolution about my reviews on social media and other platforms. Those posts are similar to the one I filed with BBB. Originally, they wanted me to take all of my reviews down. I refused and agreed to adding updates about a resolution being reached. Do they have the right to stipulate that as a part of this process? It seems like they are saying either you make us look better or you won't get any refund/resolution. I'd like your thoughts on this. 

  Thank you,

  ~*******

  Customer response

  10/27/2023

  Better Business Bureau:
  
  The attached resolution was reached. So far I've only received the filters. If the follow through on the other items the resolution will be acceptable. This is in reference to complaint ID ********. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  January 2023,I paid FH Furr in full for a new HVAC system and installation, the sales person looked at my old system & removed the old thermostat cover to check everything out etc. the system was installed and checked/completed the tech assist. told me that i would not be able to use the fan only on the thermostat as it wouldn't work i asked him to explain to me what he meant and would the system work properly he assured me that i would have no problems & the system would work as it supposed to 6 months later in June I tried to use the air conditioner & it wouldn't work it made loud noises & no air was coming out i called FH Furr and had to wait almost 2 weeks for them to come out while the temperature was in the 90s, once they came out the 1st tech was unable to fix it,the fan motor wasn't working it had to be replaced the 2nd tech told me wiring to the thermostat needed to be done i received a price for 600+ dollars to have the wiring done i was told the service manager would be in contact with me the next day i heard anything, i constantly called the representatives called left messages & emails no response called & left messages with client relations they only called back when the rep manager said she would be monitoring to see if someone called back i received a call that same day & explained the situation & was told that the tech must have missed the wiring, etc. which has nothing to do with me as they are professionals and should have noticed what was need, i was told they would talk to the service manager and again i never heard anything back, again i constantly kept calling the office to find out what was going on the reps left messages & emails again to the clients relations I heard nothing until i wrote a review on the BBB the client relations manager called me with excuses as well they missed the wiring, telling me my old system was not working when it actually was i have proof etc. he asked me to give him that day or next to call me back & he never did

  

  Business response

  10/05/2023

  ******************, following your review and our discussion, we returned to your home and installed a new thermostat which is compatible with the existing wiring configuration in your home.  We completed this at no charge.  I apologize for any inconvenience we caused by not doing this at the time of installation.  Thank you for allowing us to make this right.  ***********************, Client Relations Mgr.

  Customer response

  10/19/2023

  [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

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Friday, June 23 scheduled emergency plumbing service with ***************** on Friday, June 23 for leaking water heater. Plumber #1 replaced T&P valve. Discussed issue with excessively hot water in the house. Paid $400 for repair and service call Monday, July 17 scheduled follow-up service with *************** due to a new leak from water heater pipe. Plumber #2 replaced pipe section with leak. Discussed issue with excessively hot water in the house. Plumber #2 adjusted the water heater temperature to A. Paid $850 for repair.Wednesday, July 19 scheduled follow-up service with ***************** due to new leak from the repair on 7/17. Plumber #2 replaced larger section of pipe. Plumber #2 left pipe dangling off the wall. Water damage from two leaks needs to be fixed. Also, discussed issue with excessively hot water in the house.Monday, July 31 scheduled follow-up service due to excessively hot water. Plumber #3 tested temperature of water at sink. It was 156 degrees when it should not have been above 125 degrees. Plumber #3 advised that we needed two new parts for the water heater that was purchase in 2020. He also said it was unsafe to leave the water heater on and turned off the hot water to the house. Would try to get the parts in by Wednesday (2 days).Made several calls to ***************** over the next two weeks while we were without hot water.Friday, August 11, Plumber #4 arrived with one part. Plumber #4 did not seem to have the history of the issues. Plumber #4 observed that the water heater installation is missing a mixer and the installed vent pipe is not to code. ***************** purchased ********** Heating and Air who installed vent pipe. Postponed service to talk with general manager, ***********************. General manager agreed to fix the acute issue to return hot water to the house and address the mixer, vent pipe, and repairs from water damage due to leaks second.Monday, August 14 Plumber #4 returned to replace part on water heater. General manager stopped returning my calls.

  

  Business response

  09/19/2023

  **************, I thank you and your wife for taking the time to speak with me regarding your concerns.  I am very sorry that you have had to deal with these issues following our service work.  I have been in communication with our branch manager, *********************** and we are working to get our best plumbing technician out to your home to document and rectify your concerns.  You will be hearing from our dispatch team to coordinate scheduling.  You have my contact information.  Please do not hesitate to reach out to me as we work to ensure your satisfaction with these repairs and remediation of your home.  ***********************, Client Relations Mgr.

  

  Business response

  10/05/2023

  **************, I have responded via email to the status of your complaint and seeking reimbursement for repairs to your home.  I have advised that although we did return to your home to investigate the leak, we cannot assume liability for the previous company's alleged faulty workmanship.  Our acquisition was based on "assets only" and ***************** will no assume responsibility.  Any damage claim would have to be filed against the previous owners.  I am sorry for this being so complicated.  If I can assist in any other way, please feel free to reach out.  ***********************, Client Relations Mgr.

  

  Business response

  10/26/2023

  Please see the attached documentation of the purchase agreement.  In paragraphs 1.6 and 1.7 are the agreed upon assumption of liabilities.  The customer's water heater and resultant work was performed by ********** on 9/25/2020.  The warranty information noted on the customer's account states: 6 year warranty on water heater, 1 year parts and labor.  The warranty provided for parts and labor expired 9/25/2021.  The water heater itself is warrantied until 9/25/2026.

  Customer response

  11/06/2023

  Please re-open this complaint. I have been dealing with a family emergency in addition to the plumbing issue. ***************** is dishonest in their response. **** told us on three occasions that they had filed a claim with their insurance company. This turns out not to be true. They failed to return phone calls or respond to emails on multiple occasions.

  We're seeking legal advice.

  Customer response

  11/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Date Sent: 11/6/2023 8:27:14 PM
  I have been dealing with a family emergency in addition to the plumbing issue. ***************** is dishonest in their response. **** told us on three occasions that they had filed a claim with their insurance company. This turns out not to be true. They failed to return phone calls or respond to emails on multiple occasions.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  

  Business response

  11/08/2023

  *** ****** my apologies.  We cannot assume liability for another company's workmanship.  The process to open a claim was begun and stopped as soon as I was made aware that liability was not transferred to F.H. Furr.  There is nothing further that I can provide in regard to this matter.  **** *******, Client Relations Manager.

  Customer response

  11/09/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Work performed by F.H Furr plumbers (June 2023 through October 2023) was substandard and caused multiple leaks. I have pictures/video and a timeline of calls to F.H Furr to return fix the mistakes caused by F.H. Furr plumbing. I also have a ******* estimate from July 21 to fix the damage. The attached pictures show the wall humidity readings from July 21, 2023. You were made aware of these issues and assured us on several occasions that the damages caused by the F.H. Furr plumbers would be fully remediate and we would be made whole. This has not happened yet. 
  
  Regards,
  
  ****** *****

  

  Business response

  11/13/2023

  *** *****, I understand your perspective.  However, I have photos demonstrating repairs to a leak in 3/4" PVC pipe which was related the the water heater install by Short Pump.  As per our purchase agreement, it was an asset only purchase and no liability for workmanship performed by ***** **** was assumed by F.H. Furr.  I have done what I can do to make the previous owners aware and asked that they reach out to you.  Our legal team has advised that due to non-disclosure terms in that contract, I cannot release any additional contact information.  Your recourse is with ***** ****.  I am sorry that I cannot assist any further.  **** *******, Client Relations Manager

  Customer response

  11/14/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: 

  F.H. Furr technician, ***** ******* diagnosed the problem with the extreme of the water heater was a faulty gas valve. ***** ******* also said that the previous two F.H. Furr plumbers should have diagnosed the problem because of the error code on the gas valve. The leak occurred after the the initial service call and before the gas valve was replaced under warranty.

  Those are facts. Not a point of view.
  
  Regards,
  
  ****** *****

• Initial Complaint

  08/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ordered a 40 dollar cleaning from ******.  Technician shows up, says that there is pressure on the system, he needs to do X technical thing, he also needs to do Y cleaning to the outside unit. I asked him if he was familiar with **** systems, he replied yes, of course. He said I'd get a better deal if I got the maintenance program. I agreed, it all came to 1560 ish dollars. He did the work, left. Within 2 days, my **** system starting giving me issues. Also the AC started just making BANG, BANG noises. It never did this before. I started coming home to a house at 85 degrees. This never happened until this company touched my AC unit. I sent an email, they tried to call me but I told them that due to my work all things had to be done by email as I had no access to a phone during the duty day. They did not respond. I'm responding again via their contact page. I'm reporting the charges as fraudulent. They need to come out, fix what they broke, and refund me. I'm not going to be on their maintainer plan, they obviously are terrible.

  

  Business response

  08/30/2023

  ******************, I apologize for any dissatisfaction you might be having with F.H. Furr.  I would like to clarify that the $40 HVAC Inspection we offer our ****** customers provides a visual inspection of the unit.  We do not offer any maintenance like the coil cleanings you were billed for during these inspections.  I see that we have a no-charge service call scheduled to return to your home (8/30) and resolve the issues you are currently experiencing.  We stand behind the products and services we provide.  I assure you that any issues from the previous visit will be corrected.  To address your concerns with dispatch communications, I can understand that not all of our customers can be available during our normal business hours.  I will note your account that evenings or weekends are the best opportunity for scheduling with you.  When we communicate with our customers, there is a limited timeframe available to confirm your availability and it is standard practice for us to communicate via phone or text.  We do not communicate via email for time sensitive responses.  Again, we will make every effort to keep your appointments when this kind of communication is available to you.  Thank you for your feedback.  **** *******, Client Relations Manager.

  Customer response

  08/31/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  Your technician came yesterday and despite being shown video evidence of the issues, he could not explain it.  He did a cursory look around, took measurements, which were at the very upper limits of acceptable standards.  Said he couldn't do anything else and suggested that its a big coincidence that right after his company came and did work that my system is now messed up.  I don't accept that in any sense.  I have filed with my credit card company that this is a fraudulent charge and that your company has damaged my property.  I want an immediate refund of the maintenance plan your bait and switch employee offered.  We can discuss further remunerations based on the severity of the damage done to my property.  
  
  Regards,
  
  *********************

  

  Business response

  09/19/2023

  ******************, I have reviewed the notes from the technician who performed the callback service on 8/30/23.  His notes indicated that the previous technician's work was focused on the outdoor unit and your complaints were focused on the indoor unit.  He suggested that your older thermostat and the indoor coil could be the potential causes for your continued concerns. When he presented these findings to you, you rejected them.  As I stated previously, we stand behind our products and services.  We could provide another opinion from another technician should you choose to give us the opportunity.  ***********************, Client Relations Mgr.

  Customer response

  09/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  

  He was presented with video evidence and blew it off.  I do not want your company to ever set foot on my property again.  I demand a refund for the maintenance plan i signed up for, as you will never be allowed on my property again.  
  
  Regards,
  
  *********************

  

  Business response

  09/21/2023

  ******************, I have coordinated your refund of the Preferred Partner Plan with our Memberships department.  I have emailed you asking for any documentation you may have regarding our diagnosis of your system.  If anything further is needed from us, I will continue to be in contact with you.  ***********************, Client Relations Mgr

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I belong to their preferred plan membership program, which claimed that I could have two HVAC annual check. The program will be expired soon next month. Despite this, I have yet to receive any of the scheduled annual HVAC inspections. Since June, I've made service requests on multiple occasions, only to have the appointments consistently postponed. Even after receiving reminders the day prior to the scheduled dates and taking time off work to await the service, I've been informed around noon that the service team would not be able to make it. This cycle has repeated several times. Presently, I've been notified that the annual inspection has been rescheduled for August 28th.

  

  Business response

  08/31/2023

  **********, I apologize for all the inconvenience in scheduling this inspection.  We try to take into consideration the value of our customers' time when rescheduling appointments.  We prioritize as best as we can to ensure that your system and home are kept comfortable.  I greatly appreciate your willingness to work with me going forward.  I have reached out to our customer service team to coordinate scheduling your future inspections, extended your Preferred Partner Plan membership, and sent you a coupon for future services.  Should you have any issues, please feel free to contact me directly.  Thank you for your continued business with us.  ***********************, Client Relations Manager

  Customer response

  09/01/2023

  
  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

  08/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I obtained the ******, Inc number (also known as F.H. Furr plumbing) of 804-315-8606 from the ****** find a professional website (**********************************************************************) because I need and only want to use a ****** trained and registered professional for my ****** water heater. The water in shower has been going super cold and super hot and back and forth for about a month and the ****** has error code 11. I told the ****** person I need a ****** technician and they sent a F.H. Furr plumber out, *** *******. *** spent about 5 minutes inside my home where he opened two panels on the water heater, sanded down three spark plugs, and then put the panels back, then tested the water temperature for 2 minutes. I am being charged $295.92 for improper servicing and this company has also been dishonest. The tech and his manager advised the tech, ***, has several years of ****** training and can work on ******'s. Wes didn't fix the issue and he didn't even know how to turn the error code off. I confirmed with ****** after the technician left that no one at ******/FH Furr is trained to work on *******'s and that if they had someone that was trained to work on ******, that the tech would have known that they are required to call ****** tech support prior to beginning any service on ****** equipment. ***, the tech, did none of that. He also never fixed the issue and just left after testing for 2 minutes. Now I cannot have them return to complete their job (fix my water heater) because no one at the company ******/FH Furr is registered and trained to work on ****** products. I now need to hire another plumber, that is truly registered and trained on ******'s to come back and fix the issue. ******/FH Furr should NEVER have sent a tech to my home for a ****** service call since they are not permitted or trained to work on ****** products. ******/FH Furr should not have charged me for any service since they also didn't fix the issue.

  

  Business response

  08/08/2023

  *******************, I am truly sorry for the poor experience you had with our company - recently partnered with ****** Air.  We have discussed this issue on the phone and you had not paid for the service due to these issues.  I have had your account cleared of any charges and proof of that emailed to you.  We are addressing our training issues to ensure this situation does not happen again.  Thank you for your feedback, and I appreciate the opportunity the clear things up.  ***********************, Client Relations Manager.

  Customer response

  08/09/2023

  Hello. The business has resolved my complaint. Thank you. 

  Customer response

  08/15/2023

  [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

  08/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/30/23, I was on hold for 5+ hours trying to get an appointment to have HVAC repaired. Finally got through to a CS agent named ***** who was able to handle the service call. She said to compensate for inconvenience, they would issue a $50 credit on the call. The call should have been covered by builder's warranty, but that is between builder and company. I am trying to handle my own issue. The service technician **** came out and did a workaround to get A/C working. He said they needed to replace a part. After I did not hear from them, I emailed ***** on 7/10. She replied that they had attempted to contact me (did not show up on my phone if they did). On 7/13, I heard from someone who gave me a "direct number" to call to set up appointment. I called and got the same awful interminable CS loop I'd gotten on 6/30. I emailed *****, and have yet to hear from anyone. Note: Billing adjustment does not help me, but *** ******** should not have to pay as if he had no warranty. This company is a joke.

  

  Business response

  08/21/2023

  *************, I am sorry that you had this experience with our company and that there was any confusion regarding your account.  I appreciate your willingness to work with our ********* Branch manager to resolve your issues.  To address your complaint regarding the charges, your unit is currently covered by a parts only warranty.  The charges to the builder were for a diagnostic charge, emergency visit fee, and labor to provide a temporary fix until parts can be replaced.  Per the limited warranty agreement with ********************* Construction, these were valid charges.  Again, thank you for working with us to resolve this, and we look forward to continuing to serve you in the future.  ***********************, Client Relations Manager.

  Customer response

  08/21/2023

  [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. I do hope that FH Furr will honor its commitment to ******************** regarding the $50 inconvenience credit. Also I am accepting this resolution, pending fulfillment of the repair on Thursday August 24. Will re-open if those things are not done.
  
  Regards,
  
  *********************
  

*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. ↩