Complaintsfor4 Service Pros

• Initial Complaint

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company, 4 Service Pros, installed an HVAC on the 2nd floor of my condo in 2020. (I own the condo since May 2022. Previously, I was a tenant.) The HVAC has never circulated heat around the unit (cold air comes from the heating vents) apparently due to a faulty thermostat set up. In April 2022, the company came out replace the (incorrectly set up) **** thermostat with an ****** thermostat, saying that would fix the problem. In November 2022, this month, I discovered that the heat still does not work. (The AC seems to work fine.) The company will not come to look at the issue because they no longer wish to do business in DC.

  Business response

  12/07/2022

  Thank you for providing us notification of the home owners concerns. We have reached out and left a message to further look into the matter. As the current home owner and originator of the BBB complaint was not the current home owner at the time of the install we have been unable to identify the service record for this customer as there are many units/appartments within this address. Please provide an apartment number to assist us in locating this customer record to further resolve the matter.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased an annual "Preferred Client Safe and Sound" maintenance plan from 4 Service Pros during a service call for a routine furnace checkup by technician Brandon C****** on November 11, 2021. Mr. C****** explicitly told me that flushing of my hot water heater was included in this plan. I clarified this with him because the flyer he gave me stated that flushing of any system is excluded from this plan. I further confirmed this information (since Mr. C****** told me something different than what the flyer indicted) by emailing the company so I could have a record that a hot water heater flush was included in this plan. A printout of this email is attached. When I contacted the company approx 3 weeks ago to schedule the flush, they indicated that tankless hot water heaters are not covered in the plan, only regular water heater flushes. At no time did Mr. C****** nor the company representative that sent me the email ask what kind of hot water heater I have or indicate that tankless heaters are excluded. I contacted Plumbing Service Manager Brandon (no last name given) to try and resolve this issue and he did not agree to honor the service plan agreement I had purchased for purposes of the water heater flush. Brandon disagreed that it is company responsibility to specify what kind of water heater flushes are included in the plan and communicate that up front to customers. At my request, he said he would pass along my information to Mr. Andy H*******, Operations Manager, to further discuss the issue, but Mr. H******* has not contacted me. I texted Brandon on 8/1 to follow up and left 3 voicemails asking for further discussion, but nobody has returned my calls. The customer should not have the responsibility to know that a tankless heater is handled differently than another type of water heater. The two company representatives that assured me my water heater flush was covered have the responsibility to specify or ask questions about what type of water heater I have.

  Business response

  08/16/2022

  We have received ************************** concern and someone from our team will be reaching out to rectify this situation. 

  Customer response

  08/25/2022

  [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:
  
  Regards,
  
  *******************************
  

  Business response

  08/31/2022

  We appreciate the opportunity to provide a further resolution. Our Customer Relations Manager found the technician charged the customer in error and was able to reach out to ********************** and provide a refund which she will see on the card used for the service in the next 3-5 business days. ********************** is aware and is satisfied with the resolution.

• Initial Complaint

  08/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A journeyman service tech name Byron O**** on 4 August 2022 at approximately 1330 to diagnose and give an estimate for replacement of the electrical panel. He advised that he was afraid to touch the neutral because it had caught on fire prior to him coming. He was so concerned that he called his supervisor Mike for assistance. Mike insisted that there may have been some loose connections and wanted to turn the power off without the consent of the electric company. I did not agree and then he proceeded to say that I was trying to get him to commit insurance fraud. Mike was very aggressive and hung the phone up. He stated that the conversation was being recorded even though he did not ask for our consent. We called back and spoke to the dispatch, he stated that he would have Mike call within the hour. Unfortunately, that did not occur. We called back for his assistance, but he did not return our call. In the report from Byron, he said that I had a loose connection that led to the fire; unbeknownst to him we had another company come out to diagnose, fix and give us an estimate prior to this company. When the estimate was written Byron was sitting in his truck for quite a while before he came back into the house. Due to the lack of knowledge, experience, unprofessionalism of the supervisor, and untruth put on our report led to the denial of our insurance claim. Due to the seriousness of our claim, this has caused a great delay in getting much-needed repairs on our home. I am very offended by Mike hanging up on me and my friend ****** as we were only seeking assistance with this very delicate and timely repair to our home.

  Business response

  09/01/2022

  We are very sorry to hear of ***********'s experience and we would love a chance to speak with her regarding her concerns. We have reached out numerous times but we have been unable to make contact with **************. We would still love the opportunity to make things right and hope to hear from her soon. 

  Customer response

  09/06/2022

  [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:no one has contacted me.  My phone number has not changed.
  
  Regards,
  
  *****************
  

  Business response

  09/22/2022

  Thank you for providing us the opportunity to review and respond to *************'s concerns. After speaking with ************** and researching her complaint we found the following: ************** contacted 4 Service Pro's for the first time on August 4, 2022. At this time, she requested one of our electricians to come and provide her with a quote on replacement of her Electrical panel due to a fire which had occurred in it. Our electrician was dispatched and arrived the same day, and his findings he provided ************** on her invoice (attached) state: "Provided estimate for panel change. Customer stated ever since she cleaned her cooktop the panel made sizzling noises. I took off the panel cover and saw the main neutral burned up.  This could be due to loose connections and no antioxidant cream in the main wires that are aluminum.  I told customer the panel change may not resolve branch circuits from tripping . Some are arc fault breakers and additional troubleshooting would be needed to determine the issue. Customer is trying to have home insurance company pay for expenses". No work was completed by 4 Service Pros in ****************** home, and she was only charged for the inspection. With regards to ****************** complaint of being recorded when she called into our office, we always ensure our customers are aware of this and state at the beginning of  any calls in to 4 Service Pros that "this call may be recorded for quality assurance purposes" and any calls out from our office fall under Virginia's "single-party/one-party consent" law. When our Customer Relations Manager reached out to ************** she explained she was upset the insurance company had denied her insurance claim and felt that 4 Service Pro's was responsible due to the information provided on the invoice and that we should be held liable. We understand ****************** frustration with her insurance companies' denial, but do not agree that we have caused this denial. **************'s Insurance denial letter she provided to us for review states it does not cover wear and tear, or maintenance related damages. We cannot alter or remove verbiage from our invoices to reflect a different outcome from the original visit for this claim to be covered. As this is the case we are unable to provide any further assistance to ************** in this matter.

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dangerous and uninspected gas line installation by 4 Service Pros. I found out late in 2021 that I, my husband and my sons 13 and 8 have been living through COVID (teleworking and homeschooling) with improperly installed gas lines in our basement. It turns out 4 Service Pros had never gotten a final county inspection of the gas lines they installed in my house (even though it was a part of the contract). In fact, by their admission, the work would not pass a County Inspection. When the issue was first identified, the gas plumber first said the work was out of warranty. Really? Incomplete work is not covered by the contract and the monies paid? Then I was told I would have to pay for their mistake in not upgrading the gas meter (I ended up doing this myself), not putting in the proper size line (noted on the application to pull the original gas line) and to remediate the lines up to code. Mind you, I have NO background with gas plumbing, I thought that was the point in hiring a licensed contractor. After numerous calls and emails, they stopped responding. I had to physically go to the location to talk to the Operations Manager, Andrew H**********, to ask for help. Although he was initially responsive, he has not responded to my messages via his direct line nor through their national call center. My last email contact from the company happened in December 2021 providing me a $5K quote to fix their mistake. After I expressed my outrage, they stopped emailing and only corresponded via phone to say they could "work with me." When I tried to hold them accountable and stated the work should be done at no cost, they stopped responding. I have called multiple times since then and no amount of follow up has yielded a call back to schedule the work or otherwise.

  Business response

  12/07/2022

  Thank you for providing us notification of *** ***********'s concerns. Over the last several months we have been working with *** *********** to repair the issues to her home and unit, water heater and meter. Recently we completed the remaining repairs, and now all issues have been resolved and the customer is satisfied with those repairs. We have come to an agreement with regards to compensation, and *** *********** agreed this was a fair resolution. We consider this matter resolved and thank *** *********** for her patience in the matter.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint against 4 Service Pros in Lorton VA, because I believe they tried to have me unnecessarily purchase a new motor for my heat pump. On February 5th 2022, 4 Service Pros came to check my heat pump (furnace), because it was making unusual noises and not heating to what the thermostat was set at. Their technician's diagnoses was that the blower motor was not working and needed replacing. He gave me an estimate for a new variable speed blower motor assembly at $1,610.00. I was surprised and mentioned that less than a year ago a colleague of his had cleaned the blower cage fan and not mentioned any potential problems. My entire unit was installed new in 2013 and has been well-maintained. The technician's only explanation was that the cage fan was not turning, which he showed me, and that "these things happen". When I called to request the technician who cleaned my blower fan in May 2021 come out, they said there was "no guarantee" he could. Today, ***** Home Services came out. I wanted a second opinion. Their technician had the unit working within about 10 minutes. The only thing he did was tighten "the blue and yellow wires". The invoice states "tightened Tstat and low voltage wires, unit working ok" He also let me see the cage fan turning and said there was no problem with the motor. As I type, the thermostat has already reached the set temperature. Very interesting.4 Service Pros serviced my unit in May 2021 for a check up, and replaced a capacitor and cleaned the motor cage fan, which were legitimate things. This built my trust. Last June, a different 4 Service Pros technician told me my 3-year old thermostat needed to be replaced, which I allowed for $500. *********'s customer service told me later that day on a call to help me program the new thermostat, that the old one had needed to be recalibrated, not replaced. 4 Service Pros has lost my trust. It deserves reporting to the BBB. Can submit paperwork if desired.

  Business response

  11/15/2022

  We have been notified of *** ********s complaints stemming from the service from February 2022. We apologize for the delay in getting his matter resolved as 4 Service Pros was acquired by our company after her services. Our Customer Relations Manager has reached out to *** ******* three times to attempt to discuss, but we have not received a response to date. In February of 2022, *** ******* had reached out to 4ServicePros on a complaint that her HVAC system was making noise and not reaching temperature. When our technician arrived, he found the motor in the unit was not operating and we provided an estimate to replace this motor which include all parts, diagnosis, labor and 2-year parts and labor warranty. We are sorry to hear that *** ******* did not agree with the price of this estimate at the time and decided not to go with the work. She was only charged for the dispatch fee that day of 89.00. Due to our satisfaction guarantee we will be refunding *** ******* the 89.00 she paid that day via check, and hope that she provide us an opportunity to discuss the matter further should she choose. She should be expecting the check within 5 to 7 business days.

  Customer response

  11/28/2022

  [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,

  From: *** <*****************@*****.com>

  Date: Sat, Nov 26, 2022 at 9:05 AM
  Subject: Re: You have a new message from the BBB of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #********.
  To: Better Business Bureau <[email protected]>, <[email protected]>
  
  
  Complaint ID: ******** Filed with: BBB
  1411 K St. NW, 10th Floor
  Washington, DC 20005-3404 
  Phone: (202)393-8000
  Fax: (202)393-1198
  Email: [email protected]
  URL: ********************
  Date Filed:
  
  Hello,
  
  Thank you for reminding me about the complaint below (#******** ) that I filed and for helping me with it. The business (4 Service Pros) did reach out to me in good faith to see if there was anything more they could do to regain my trust.  I had already resolved with another company, so the work was completed, but I thanked them very much for reaching out to me. I don’t wish for them to be negatively impacted with a poor BBB rating. As it turns out, the problem that was resolved by the other company was only temporary and took a subsequent visit with a lot more trouble shooting for the other company to fully resolve. When they finally did, I learned that part of the recommendation that the 4 Service Pros technician had initially offered me, was in fact what needed to be done. Please give 4 service pros a good rating for customer service and integrity. 
  
  Thank you.  Sincerely,
  
  *** ******* 

• Initial Complaint

  12/16/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We contracted with this company to replace water heater Cody the technician promised that we would receive the same type of heater that we were replacing. We they arrived to installed, it wasn’t the exact heater. Mgr Mike was called by the tech and the entire conversation he was rude and unacceptable tone and customer service. I requested that the ***** be cancelled. I requested a refund via email a week ago. The lead coordinator stated that she’d submit my request to accounting. No one has contacted me since and I’ve called multiple, but I’m never transferred to speak with anyone about the refund request or to discuss this issue.

  Business response

  10/13/2022

  ---------- Forwarded message ---------
  From: Yolanda G*** <*****@horizonservicesinc.com>
  Date: Thu, Oct 13, 2022 at 10:17 AM
  Subject: 4 ServicePros - BBB Complaint ID#******** - ********* ****
  To: ****** ***** <******@mybbb.org>
  Cc: Yolanda G*** <*****@horizonservicesinc.com>
  
  *** ******,
  
  Please see below for the response for BBB Complaint ID#******** - ********* ****
  
  Thank you for providing us the opportunity to resolve *** ***** concerns. We reviewed our files and found that *** **** was refunded $1688.24 on February 15, 2022. This refund resolved her concerns and we consider this matter resolved at this time.

• Initial Complaint

  11/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 11, 2021 I've called the service while heard unusual noise upon turning on the heater. I had very good experience in the past with the service. So, a technician came saying that the humidifier is not operating. He replaced it the same day. Then Ive noticed that new humidifier is not working at all-and called the service Then on January 28, 2021 another technician came - he said EVERYTHING was done wrong, wire-ring was done wrong, sensor had not been connected and so on. Looked like he fixed the problem. And I was off the house for a while due to COVID and turned on the heater only on November 12, 2021. Then in an hour or so I've heard the same noise: now I've turned off the humidifier and the noise gone. So, Ive called the service and schedule the appointment for November 24, 2021. It was difficult to stay at night with humidity in the house at 10% - I actually has a gauge to measure it, and since noise coming after some time after turning on I tried to turn it on to keep the humidity normal for at least sometime. Actually, the humidifier with and without noise simply did not work: humidity stayed low, water did not flow through. So, Ive decided to take off the third my workday in order to finalize the issue. The technician came, turn on humidifier and said everything working good and no repair or check is needed-he refused to look inside or to look at humidity level in the house with humidifier on-still was 10%. So, after that he charged me $90 for the visit, while tried to sell a policy - "just $250 per HVAC device - turning out in my house just about $1500.00 a year", which make all their visits and check up much cheaper for me. So the humidifier for which Ive paid intially $1000.00, plus three workdays I missed and did not get paid for and terrible discomfort stayed with me - result of that $90.00 cost of the service technician visit.

  Business response

  09/26/2022

  ---------- Forwarded message ---------
  From: Yolanda G*** <*****@horizonservicesinc.com>
  Date: Mon, Sep 26, 2022 at 10:42 AM
  Subject: 4ServicePros - BBB Complaint ID# ******** - ******* ********
  To: ****** ***** <******@mybbb.org>
  Cc: Yolanda G*** <*****@horizonservicesinc.com>, ***** ******** <************************>
  
  Good Morning *** ******,
  
  Please see the 4ServicePro's response below for Complaint ID#******** - ******* ********
  
  We are very sorry to hear of *** ********'s frustrations, our Customer Relations Manager reached out to *** ******** with regards to his complaint and we were able to resolve his concerns by sending out our sister company ***** to resolve the issue. *** ******** is now satisfied with the resolution and assistance ***** could provide in the matter.
  

  
  

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