Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/10/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been using Frew's Energy Savings Plan (ESP) since 2019. This is a yearly service that provides an annual furnace and an annual AC system inspection. On October 4, 2023 Frew's technician inspected our furnace and indicated that he needed to replace a solenoid in the humidifier. I sent Frew $230 on Februart 2, 2024 for these services again during 2024. The same Frew technician arrived on May 8, 2024 to check out our AC system. Before he set eyes on the equipment, in fact even before he said "hello", he started telling us about issues with the heat exchanger in the furnace that he noticed on his October visit, even though no heat exchanges issue were brought up at that time. He jumped right in telling us we should install a whole new furnace and AC system. He indicated his office would send us proposals on repairing vs replacing our current system. While they did send 4 propsals for replacement systems they have ignored the repair potential. I may be old but I am not entirely gullible. On May 31, 2024 I had another HVAC contracter evaluate the furnace. He found no issues with anything, including the heat exchanger. Due to Frew's unethical and unscrupulous business practices, I chose to cancel the reamaining portion of their ESP program for this year. I wrote them a note to this effect on June 5, 2024. In response to their phone messase of June 7, I returned their call on June 10, 2024. I was told that Frew would not cancel the remaining portion of the ESP Plan and would not send me a refund stating that it is a "contracted service". I would point out that neither their invoice nor their promotiional brochure indicate that the ESP service may not be canceled. Frew's practices are unethical and they seem to prey on senior citizens.

  Business Response

  Date: 06/19/2024

  We have reviewed the complaint and discussed the interactions between the customer, technician and our office staff.  First I would like to apologize to *** ******* for any inconvenience and/or frustration this caused.  After speaking with the technician and office staff we realize this was not handled properly and we will be refunding the customer the $115.00 in questions .  I spoke to the customer and have also written a letter responding to the customer and the BBB which is attached to this complaint.  Once again, we greatly apologize to *** ******* for how this issue was handled.  *** ******* has been a great customer over the years and we hope that we can continue to serve his future Plumbing and HVAC needs in the future.  Please feel free to reach out to me personally with any further questions or clarification needed.

  Customer Answer

  Date: 06/22/2024

  [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. Although Mr. B****** and I have different views of the issue, he did call to apologize on behalf of Frew and indicated he would refund my prepaid fee for services not yet performed. Presuming that $115 refund arrives in the near future, I cannot really expect much more.
  
  Regards,
  **** ****** *******

• Initial Complaint

  Date:08/29/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Plumber was working on my street. Asked the frew Plumber when he was done could he stop and look at a leaking pipe in my basement. Told me easy repair and to call the office. He gave me an estimate of $250. Frew sent him out the next day. Fixed the problem, good job. My issue, received invoice #****** dated 8/33/2023 for $371 Called office questioning this high invoice. Work description was difficult access. This is wrong, job was eye level no obstruction. Wanted my invoice for $250 after a couple phone calls I see I wasn't going to change anyone's mind. Offered to pay $300 for his so called estimate. Frew countered my offer with $314. On 8/29/2023 I paid the $314 to avoid any collection problems. I would like returned the $64.00 I was over charged.

  Business Response

  Date: 08/30/2023

  
  Our technician was working at the neighbor’s house and Mr. ********** came over and asked if our tech could look at a job he had, he went and looked at it and gave an estimate of around $250.00. This was only a estimate of what it might cost and could be higher or lower depending on the job when he started to do the work. Mr. ********** asked him to replace two shut off valves while he was there so that added to a higher cost. His total invoice was$ 371.00. He states the job was eye level, but the tech. had to use a ladder to do the work.
  As a good faith gesture, we took $57.00 off the invoice to make it $314.00. He paid that amount and now wants us to give him an additional $64.00. We feel we have been more than fair with him.
  Thank you.
  

  Customer Answer

  Date: 08/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  ****** **********