Complaints

• Initial Complaint

  12/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  From November 6 till now, 50 days have passed, this service provider never solve the problem to fix our heat pump at *******************************. They even refused to take calls to provide updates to service the client.

  Business response

  02/05/2025

  We originally received this work order from a home warranty *** on 12/3. After our initial  visit, we found that the customer needed a new blower motor.  We contacted the **************** for them to supply the blower motor. Once we received notice from the *********** that they will not be suppling the motor we started researching for the new motor. The motor was found at the factory on the east coast which was back ordered. Once the motor came in we contacted the customer to schedule for return on 1/9/25. If he says in November it might have been another company that came out before us.d

  We always answer our phones Monday thru Friday 8:30 to 4pm. When he did call we informed him the motor was still on back order. 

   

• Initial Complaint

  06/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After I paid the $85.00 fee, Furnace Doctors (**) was dispatched by First American Home Warranty (FA) to verify a home furnace problem on Nov. 2, 2022, (Ref: FA dispatch # *********, Furnace Doctor ******* 36554).** confirmed the issue and recommended replacement that same day. FA requires reports to be filed within 48 hours, but after 10 days, the ** office had still not filed.I talked to First American and they confirmed they never received the report; they tried to contact ** from 11-11-22 through 11-15-22. Then I tried:Message to Furnace Doctors on 11-16-22; no response.Message to Furnace Doctors on 11-17-22; no response.Message to Furnace Doctors on 11-18-22; no response.11-18-22 Furnace Doctors finally answered and once **** realized they hadnt filed the report she couldnt get me off the phone fast enough to do it.FA ordered the new furnace 11-19-22 which arrived in **** ********** on 11-23-22.11-24-22 through 11-28-22 I tried to get ** to schedule an appointment and was ignored.11-28-22; 11:30 AM; I called Furnace Doctors and **** answered, when I said the furnace was in the warehouse and that Id like to schedule, and she kept telling me thats not the way it works, I asked her to put in the notes that I was following up because F.D. had forgotten about me before, she said she would put that in the notes.11-29-22 to 11-30-22; still no response from Furnace Doctors, no scheduling call.All those weeks we were experiencing sub-freezing temperatures and people were sick in the house. At that point due to Furnace Doctors poor performance and negligent customer service, it was in our best interest to contract the job ourselves and have F.A. re-reimburse us.I called another company and they had a new furnace installed within two days.I would like Furnace Doctors to refund our $85.00 fee and it would also be a good gesture to re-reimburse us for the $167.20 we had to spend on space heaters (not to mention electricity). Thank you.

  Business response

  06/26/2023

  Unfortunately when your dealing with Home Warranty company's nothing moves at a fast pace. Before we can submit jobs to the home warranty for processing it goes into our research department in order to meet the parameters and requirements to submit it to the home warranty. After that process it goes to the home warranty's authorization department and then to the home warranty's purchasing department. On average this process takes 2-5 weeks depending on the time of year and the amount of jobs ahead of you. Once the equipment is released by the home warranty company which they purchase. We are sent an email with details as to where to pick up the equipment. Then once we verify the equipment is correct and will work for your application. We call and schedule your installation. If you were dealing with us direct and not going through your home warranty this whole process can happen the same day depending on the time of year and equipment availability and the jobs ahead of you. We have frequently diagnosed and installed a furnace on the same day to accommodate our customers especially in extreme weather conditions. We apologize for any delays on our part but there is a lot that goes on behind the scenes to coordinate and complete your home warranty furnace installation. The $85.00 fee is nonrefundable which covers are initial visit and diagnosis. Although the home warranty process is slow it has always come through eventually. 

  Thanks:

  ************

  Customer response

  06/28/2023

   
  Complaint: 20135914
  
  I am rejecting this response because:

  Furnace Doctors either didn't look at the particulars of this case and are copy-pasting their standard answer, or they are lying.

  "****" in the office kept ignoring messages from **************** and myself.  The Furnace was already in the warehouse, Furnace Doctors was told it was in the warehouse, and still they wouldn't respond to either of us, indicating the office staff is negligent, apathetic, or incompetent.  Would Furnace Doctors also like to explain why it took them 10 days to file the initial report, when the requirement is 48 hours?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a home warranty with First ******** home warranty. My Air conditioner (AC) was broken in Aug of 2022 and Furnace doctor was supposed to replace it. I was asked by Furnace Doctors to pay $1815 out of pocket to cover for expenses not covered by home warranty. The payment was requested to be made by CASH or Cashier Cheque only.On Sept 26 2022, Furnace Doctor replaced my AC - (First ******** work order #*********, Furnace Doctor ******* number *****). But there were couple of items that they didnt require and hence even though i gave them cashier cheque of $1815, they were supposed to return $240 back to me. The technicians noted that on the attached ******* and i was told the account department will issue a refund.Since then i have contacted Furnace Doctor every 1-2 weeks. They keep on telling me that account department will issue me a refund but no refund has come my way. Hence filing a complaint to see if i can get help with the $240 refund.

  Business response

  04/06/2023

  We have reached out to the Home Owners Home Warranty to verify his claims of the coverage questions and refund. We are currently waiting for the reply from the home owners Home Warranty. Once we have received a response from the Home Warranty we will proceed with the next step. If a refund is indeed owed the home owner we will refund the amount owed. Thanks 

  Customer response

  04/07/2023

   
  Complaint: 19619059
  
  I am rejecting this response because: The work order was for First ******** Home Warranty and you can check that in the system. I have called the business many times in reference to this work order and they have confirmed that this is associated with my home warranty. Also, the technician from Furnace Doctor wrote on the invoice that i need to be refunded $240. And he talked to the owner before writing that. This was done because the technician did not have to perform couple of steps furnace doctor had estimated. So the simple thing is - furnace doctor did not perform few things they estimated i would need for installing the air conditioner, for which i was supoosed to pay out of pocket (cashier cheque). So Furnace doctor should simply refund the money they owe to me. 
  
  Sincerely,
  
  *****************

  Business response

  05/08/2023

  We have recently received confirmation with the Home Warranty concerning this home owners refund. We will issue a check today in the amount of $240.00. Thanks for your patience in this matter. 

  Furnace Doctors

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Submitted a claim on 12/11 for a furnace issue. The company they referred was Furnace Doctors. When I called them to try and schedule the person who answered the phone was already rude. She talked over me and cut me off and rushed me off the phone. They called back later and came out Tuesday the 13th to look at the issue. Said they would nee to reach out to our home insurance and order parts. It's been over a week now and we have yet to hear back from them as they told us they will reach out to our home warranty. The person who came out told us not to call our insurance and to reach back out to them if we don't hear back. I have tried calling them every day this entire week and evereytime I call no one answers. I decided to go to home warranty to see what was going on. Comes to find out Furnace doctors never sent a diagnosis to the insurance. Home Warranty also called and left a message and emailed requesting for information which they failed to respond to. The even sent my order over as urgent due to us not having heat and we have small children who are currently freezing. We are soon being forced to spend money on heaters in order to keep our children warm. This should not have resulted to us having to spend more money on supplies.

  Business response

  01/12/2023

  I looked into the details of this customers concerns and found out the following. We don't have to call this into the home warranty when the amount of the repair does not exceed our preset limit given to us by the home warranty. This customers repairs were under our preset limit. The parts in question were backordered at the factory and thus the delay in the repair. Unfortunately the supply chain is out of our ability to control. The home warranty does not cover any expedited shipment charges and that expense would have to be covered by the home owner. In response to our office staff being rude we have several ladies who answer the phone and I would need a name of who the home owner spoke with to take the corrective measures. Our phones are answered live every day between 8:30- 2:00 pm every day. We have an after hours answering service and also an after hours emergency service available and we are easy to get ahold of by several different avenues and methods. Feel free to reach out to me direct at ************.

   

  Thanks:

  *****************; 

  Customer response

  01/12/2023

   
  Complaint: 18627951
  
  I am rejecting this response because: There was a huge communication problem with this company. They state they have live answering calls however it does not excuse the fact that not only myself but home warranty called as well within business hours and sent emails requesting for a diagnosis to speed up out issue as we have young toddlers in our home dressing with 19 degree weather. It shouldnt have taken several calls, emails & voicemails to only hear back over 3 weeks later. We did not appreciate being told to not call our Home warranty from the initial visit and to reach out to the company directly. That was very fishy and Furnace Doctors did not hold up to their end of communication. The gal we spoke to we do not recall a name as once again she was rude and ******* us off the phone when we first called.
  
  Sincerely,
  
  *******************

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ******* was assigned to me by American Home Shield (AHS) ************** ******* scheduled an appointment within a week for my furnace being out and throwing an error code. Contractor arrived on 11/7/22 and could not even diagnose the issue with the furnace but stated that the blower motor was not working and that needed to be replaced before he could further diagnose. This is a 22 year old furnace for reference. The contractor told me he would get this information to our home warranty company and they would be in touch. We waited one week and never heard anything. We contacted AHS who escalated this multiple times. Finally on 11/22/22 Furnace Doctors sent AHS the information to approve the parts and work. AHS approved the work and i was told that Furnace Doctors would call me to schedule an appointment. Well now its 11/30/22 and Furnace Doctors has not called me. I've called them 10 times without an answer and left multiple messages without a call back. AHS has call as well without answer. To note, i did not call around the Thanksgiving holiday and gave them a break for 4 days. I'm going through the escalation process with AHS a 2nd time now currently and have asked for a different contractor. To my surprise this will cost me more money because Furnace Doctors took the blower motor from my furnace on 11/7/2022 without my consent or knowledge. Because this part is now missing i cant use another contractor unless i pay for everything myself. This is a common scam by companies from what I'm told by other professionals in the business. I consider this stolen property at this point since i did not give my consent, and its not on my receipt. I have told AHS this information and they have told me that I'm unable to use another contractor since its not an intact furnace at this point. Which means I have to wait for Furnace Doctors to return the part or pay for the furnace repair out of my own pocket. Keep in mind, i signed up for insurance do I didn't have to.

  Customer response

  12/02/2022

  Yes you can close the case. The issue is resolved. 

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initially contacted Furnace doctors in November of 2021 as our Home Warranty contractor for our boiler system. Our boiler started leaking. Technician from Furnace Doctors came out and said problem was a broken pressure relief valve. This was replaced but boiler began leaking more than before. They then took 2 weeks to come back and state that they had to replace another valve. This then took them until January of 2022 to complete. The boiler then leaked even more. We then reached out to a different boiler repair company who demonstrated that the valves were not the reason the system was leaking and the original valves were working well. They were able to fix the boiler within the week. They did then alert us to the fact that the new pressure relief valve that Furnace doctors installed was not approved to use in our city and we would need Furnace Doctors to come back and replace it with an approved backflow pressure release valve. I then contacted our home warranty service to ask them to get Furnace doctors to replace the valve with the original one or a replacement that is authorized by the city's ****** Utilities. I received a call back from Furnace Doctors and was told that this is now "your problem" and they will not replace the valve. We are looking for resolution to this by refunding our ********************* (American Home Shield) the cost of their inappropriate work to our boiler so we can then use those funds to get a new valve placed that is authorized by the city.

  Business response

  03/08/2022

  The backflow preventer that was installed on the customers application is UL approved and is installed on and accepted by cities throughout our State. The home owner has a cap or ceiling on what the Home Warranty will pay and we were working within that budget that the Home Warranty provided. There are many back flow preventers on the market today and we provided a UL approved and accepted model that fit within the budget provided by the home warranty. When we left this job there were no leaks at that time and if other issues surfaced we were unaware of the ***** year old systems new leaks. Thanks

  Customer response

  03/08/2022

   
  Complaint: 16804267
  
  I am rejecting this response because:  Our home's backflow testing company and myself have called the city to see if this valve is approved for use in ******* and we have been told that is not and needs to be replaced by ************** Utilities as well as indicated on this website from ************** Utilities - http://www.usclist.com/.  If this is not remedied I will be taking Furnace Doctors to small claims court for reimbursement of the cost it would be to have a different company replace the valve with one that is approved.  It is absurd to replace a valve with one that cannot be used in the city and would cause our household to be fined. 
  
  Sincerely,
  
  *****************************

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