ComplaintsforFutch Heating & Air Conditioning, Inc.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This complaint is due to Futch Heating and Air Conditioning not doing their job and not registering our TWO AC units FOUR months prior to us moving into our house that we built. These units were supposed to come with a ten-year warranty, but since Futch did not register them, the warranty was void, and we have paid $5320 for replacements. Please see attachment below for the full detailed complaint, as well as receipts.

  Business response

  01/11/2024

  In 2013, Futch Heating & Air Cond., Inc. was contracted by **** Homes to install the HVAC system at Lot *** ********* *******. We completed the job in December. ****** equipment was installed. ****** offers an extended 10 years parts warranty to the original homeowner provided it is registered within 60 days after the day of closing. Upon completion of the job, we have no way of knowing when that will be nor can the units be registered prior to the closing date. The registration is the responsibility of the homeowner not the installing contractor. We are not notified of closings or homeowner information. Sometimes, like in this instance, it is several months before the actual closing occurs. 
  Ms. ******* warranty is through ****** not Futch Heating & Air Cond., Inc. We looked up the service history to see if there was any history of malfunction or maintenance. Neither one of these was performed by our company. Since the warranty is through ******, they are the ones that would determine whether to cover the part or not. 
  Sincerely 
  FUTCH HEATING & AIR COND., INC. 
  **** ***** Vice President 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Lennox Merit Series 14ACX Unit was installed by Futch prior to moving into our new house in March of 2020. We noticed our upstairs unit would not run as efficiently as our downstairs unit but we figured it was because it was upstairs, and heat rises. But as the weather warmed up over last week we turned on the AC and were not getting any cool air upstairs. We reached out to an HVAC repair company (not Futch) to assess the issue. We decided not to use Futch for a few reasons. We had them quote us for duct work in our basement in the past and they were way higher than other companies, every time we call them there is a long lead time to get a technician out, and their customer service is quite horrible and rude. The other HVAC company came out and did an assessment, which we have on video. They found that there was a schrader valve missing, which was an installation error, causing a slow leak. If we had the other HVAC company complete the work, we would have to pay for the labor and refrigerant. We should not have to do so, since this is clearly the fault of Futch's installation. We called Futch right after the other company left on Wednesday, 5/31/23, to schedule them to come out to look at the issue and fix it. They were argumentative on the phone during that conversation saying that they weren't responsible for fixing it and it was no longer under labor warranty. They were scheduled to come out on Friday 6/2/23 at 11am. They did not arrive until 1pm, even after we called twice and asked for an ETA and were rudely assured they were en route. When the technician arrived, he was rude from the beginning, did not come with an open mind, and told us they were not responsible before he even looked at the issue. He looked at the issue, wouldn't run a full assessment without us paying for it and left, even though he admits that the missing valve is an issue. He just says it's Lennox's fault. I spoke to Lennox and they state it's the installer's fault.

  Business response

  06/12/2023

  Mr. ***** called our office to request a resolution for his issue. ******** transferred the call to ****. Upon speaking with Mr. *****, he stated that another company had looked at his unit and his coil was leaking and they stated it was due to faulty installation. He said that "some type of valve was not installed". **** told him that she would send a technician out at no charge to determine if in fact that it was installed incorrectly. Also informed customer that it was out of labor warranty and only the parts were in warranty and the customer would be responsible for labor and refrigerant or any other materials. During the conversation, Mr. ***** used several harsh words and was very rude. **** transferred the call back to ******** for scheduling. All of our scheduling is done in windows of 9-12 or 12-4. They were not given an exact time of 11 am. 
  On the day of service, Mr. ***** had called the office to check on an estimated arrival. ******** had stated that the technician was finishing up and would be headed to them next. The technician however, made a stop at our office to pick up material which delayed him and he was a little late. Mr. ***** called back and began to use foul words towards ******** but was assured that the technician was on the way. 
  Once our technician, ******, arrived, it was determined that the coil was installed correctly. Mrs. ***** was on the phone with Lennox and we are not sure what the conversation was, however, she stated they said it was installed incorrectly. The concern was that the shrader valve was missing. Lennox coils do not have shrader valves. Customer stated that they were not going to pay for anything and that it should all be covered. ****** tried to explain this but the customer just stated that we installed incorrectly. ****** left because customer refused to pay for any repair. 
  Mr. ***** called our office and spoke to **** again. **** tried to explain to customer that the customer is responsible for labor and refrigerant charges for repair since it was determined it was installed correctly. Customer once again was using profanity and refusing to pay for repairs. **** asked them to stop the profanity. Customer once again stated that we were to come and repair at no charge. **** hung up. 
  **** immediately contacted her boss, **** *****. **** called the customer to try to work at a resolution. **** had **** call Lennox to confirm there is not a shrader valve in a Lennox coil. Lennox technical support confirmed that. **** offered to send a different technician to do a leak check at no charge to confirm that it was in fact the evaporator coil that was leaking.  Customer agreed and it was scheduled for Monday 6/5/2023.

  ***** found a leak on the flare fitting on the liquid line of the coil.  He repaired the leak and charged the unit with 4.5 lbs of refrigerant.  ***** also washed outdoor unit due to being too dirty to check refrigerant level.  At this point, Mr. ***** still wanted a pressure test.  ***** contacted **** and he agreed to have ***** do that.  We did not charge the customer any for labor:  leak check, pressure check, repair of leak and the maintenance of the outdoor unit. The only charge for the refrigerant.  Customer paid with no issues.

  On Wednesday, 6/7/2023, **** contacted Mr. ***** to check on the operation of the unit.  Mr. ***** was satisfied and stated the unit was working.  Customer chose to contact another company first and we do not feel that we should reimburse customer for that service call

  Sincerely, Futch Heating and Air Cond., Inc.

   

• Initial Complaint

  02/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Entering this complaint on behalf of ** ******* ******. New Bryant furnace installed 2/7/2022 cost $4128.00 which ** ****** paid in full before installers left. No owner’s manual or warranty information was left at ** ******’s residence. Information was not attached to the furnace either. I contacted Futch 2/8/2022 and left a message with my phone number requesting all information for the owner’s manual and warranty be sent to me. No return call. I called again 2/10/2022 and left another message. No return call. I need the owner’s manual and warranty 1) so correct size filters can be purchased and how to use the furnace correctly, 2) need warranty information to present to buyers if selling the home and register the furnace. The Work Order I was emailed is only a receipt for the $4128.00 and only has “Install Furnace” listed. I am not sure at this point if the furnace is even new since Futch has never returned any of my calls and avoiding contact.

  Business response

  03/15/2022

  Ms. *******,

   

  Please find attached the requested information for the furnace installed at your fathers home.    Within the next few weeks, an inspector from Jefferson Co. will be going by the home to inspect the installation.   When it is convenient for us to go by your fathers home, we will take the paperwork and attach it to the furnace and find out what the filter size is.    Please give me a call to schedule this visit.

   We are sorry for the delay in sending the information.    If you have any further questions or concerns, please let us know.

   Thanks

   **** ******

  Service

  Customer response

  03/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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,
  
  **** *******
  
  

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