ComplaintsforF.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.

• 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,
  
  *********************
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  To start. I had a new hvac installed about 3 years ago. Here in the last few months our thermostat was acting up. I called and was told it was still under warranty. Which it should have been since I went through ****** and the unit had a 10 year warranty. So a guy came out and replaced it then charged me 500 dollars. 200 for some ridiculous yearly electrical inspection then 300 for labor for something under warranty. The salesman sold us on the 10 year warranty and the whole unit cost 13K. So I was a little mad, didnt understand but I paid it. A few months after I get a call from them to do the inspection stuff that I apparently paid for at the previous appointment. It was about 2 weeks in advance and we set a date. Leading up I get calls from them seeing if someone can come by. Which were always bad days seeing I work nights and my wife is busy during the day on weekdays. So, I said we have an appointment we can make that happen. The appointment was from 8 to 12. We get a call the day of at 940am to see if we can reschedule. I had already freed up my day and I explain my situation. So they are like you are next. The problem is, the technician is going to a call an hour away. So now my appointment time is pushed back 3 hours. The company miss manages time and miss handles people who have spent a lot of money on their products and services. On the phone they act like they could care less about you. If they inconvenience you its like oh well. Sorry. We will waste more of your time another day. They also like to not speak hang up and make you call back. Worse company ever for home electrical and hvac. Probably for all their services. If you like rude phone people, poor customer service and rescheduled appointments the day of. These are your peeps.

  

  Business response

  08/07/2023

  ************************, we do apologize for any confusion on our part regarding the warranty replacement of the thermostat.  Per your conversations with our **** Service Manager, a refund of $329 was initiated on Friday, 8/4.  The charges were initially billed due to a lapse in extended warranty coverage.  The extended warranty through Comfort Shield requires proof of annual inspections be documented and provided to them for any warranty claims.  Since these inspections were not completed, the coverage was stopped.  The other charge you referred to was to renew our Preferred Partner Plan which provides two HVAC inspections, one Electrical and one Plumbing inspection as well throughout the year.  The cost of the plan is $167 and affords great savings as these inspections are regularly priced at $89 each.  With your renewal in April, we will ensure that the **** inspections are scheduled for this service period to ensure you retain the extended warranty benefits going forward.  A representative will reach out to you to schedule these inspections as soon as possible.  If you should have any additional questions, please feel free to reach out to us.  Thank you for your continued business with F.H. Furr.  ***********************, Client Relations Manager.

  Customer response

  08/07/2023

  [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

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  For starters, I have had to call numerous times relative to both electrical and plumbing work completed by service techs and within the last 30 days I have spent a total of $2,383.17 and do not have any receipts as proof! Every time a technician comes to my home, they always have me sign multiple electronic documents and always says that the receipt will be emailed to you, when in reality they have no intentions of sending a receipt at all! The only thing I have is a transaction report that shows the charges on my credit card! F.H. Furr came to my home and rendered services on 06/12/2023 - $192.82, on 06/27/2023 - $1, 640.20, and on 07/14/2023 - $350.15. At this point, I definitely feel as I was scammed! For example, on 07/14/2023, a plumbing technician showed up 1 hour late stating that "he was having issues with his truck" and then proceeded to hobble into my home. When I asked what happened to his foot he lied stating "he dropped a dumbbell on his foot" then admits that he lied stating "he smashed his foot against a car while riding his motorcycle the day prior". I walked him upstairs and showed him the sink in the guest bedroom and the tub that was clogged in the master bedroom and went back downstairs. The technician explained that he would snake the tub to see if this would unclog the guest bedroom sink since they share pipes however, once finished he said that there was "minimal change" and then proceeds to charge me full price and even upcharges me for a powder that I probably don't even need! When I called customer service and spoke to "****" on 07/19/2023 based on my experience, he offered to give me PPP program free for 1 year and would not be charged moving forward. I accepted the offer and he then scheduled for a technician to come back out to the 07/20/2023 at 8AM, however, he advised that he would have to submit an email to the service manager to see if a refund could be issued. I still have not received a return phone call.

  

  Business response

  07/31/2023

  ****************, I apologize for the lack of communication on my part and thank you for speaking with me regarding all aspects of this complaint.  First off, i did see on two occasions where the technicians failed to send copies of invoices to the email address on file.  My counter-part had responded to you and confirmed that they were all received.  On 7/18, our Memberships team documented your account that automated payments for the Preferred Partner Plan were paused, and I have requested that an invoice be generated for your records.  I have discussed the technician's limp and "stories" regarding how he was hurt with the service manager.  The technician had attended their weekly meeting and appeared well at that time, so no concerns were noted as he went on to running his route.  I will provide the additional details to the manager for further review.  I have also sent $200 in coupons that you may use towards future work with our company.  Again, my apologies for these experiences with our company.  I look forward to the opportunity to serve you again and reaffirm your trust in us.  ***********************, Client Relations Mgr.

  Customer response

  08/14/2023

  I spoke with **** ******* from F.H. Furr and he addressed my questions, and concerns to my satisfaction. 

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of service invoice July 19, 2023 FHFurr named the part needed, with certainty and without any doubt or other possibilites to fix shower, ordered part, came back the next day, installed the part and it did not fix the problem. No hot water from the shower is the problem. The Plumber said he would ask manager to not charge us, when part did not fix. problem. The manager said he would charge us the entire $547.70. Manger said they would have to rip out shower wall to try to find the problem for additional charges. The manager made statements that were untrue and we lost confidence in the company. We want to pay for coming out for the service but not he full 547.70 because the problem was not fixed and we did not sign for the service we want a reduced fee amount. We have been loyal customers of FHFurr. You can see the "TECH" signed off that we approved the work and we, the home owner. did not approve since the problem was not resolved.

  

  Business response

  07/25/2023

  **. and ***************,

  I have collaborated with our service manager regarding your experience with this service event.  I do apologize for any dissatisfaction you and your wife had as a result of the failed repair.  I have authorized a discount of $275 from the work and extension of your membership in our Preferred Partner Plan for an additional year.  Per our agreement, a new invoice has been requested and will be sent to you for payment.  I hope that we can become your service provider of choice in the future.  ***********************, Client Relations Mgr

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a service call today regarding drain leaking from the coil unit. The technician identified the downspout as being blocked and he cut the tube and before reattaching he blew air into the tube and said that would clear the tube. He also cut the drain tube outside of the house and said that was the reason the condensation was not draining. Well the drain coming out of the coil unit that sits on top of the furnace is leaking water after he cut my tubes. When I asked him to glue the joints he said it would not be necessary. I turned on the AC before he left and asked if we could observe any drainage he said that would take awhile and would not be able to stay. Hour and half I notice water dripping. I called to talk with the technician I was told he would call back still waiting on his call. Called a second time called disconnected called a third time and was told I would have a Monday appointment informed the person I will not be available until July 10, 2023. I have had to wait several days to be seen and now I can not get any help. Why did the technician charge 249.40 and the description said "Extra man level 1". He was by himself and he left materials on the top of my dryer. I need the bill to be adjusted and someone to correct the original problem. 

  

  Business response

  07/10/2023

  ***************, I am sorry that you have had this experience with us.  You did speak with our service manager regarding the task code you were billed for and the leak that was left unresolved.  I also reviewed your phone calls with our customer service agents and dispatchers.  We have a workmanship guarantee and intend to honor this for you.  If there is a leak in the condensate drain which he was originally called out to address, we will ensure it is properly repaired.  In regards to the task code selected for billing.  Our technicians have specific task codes which they use to create their invoices which include the type of labor, parts, consumables, etc.  In this particular case, there was some work done which did not fit any of our pre-built billing codes.  He chose a task which best fit the applicable charge for his services that day.  I am sorry that it was not made more clear in the invoice.  We would like to have an opportunity to make a complete repair, please feel free to reach out to me so I can address any concerns you have.  ***********************, Client Relations Manager.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid this company thousands of dollars to install their products. when I need them to come out to service them or take a look they always cancel their appointments. they also don’t give you an arrival window until the day of. My dehumifier recently crapped out (less than a year since they installed it) and they’ve cancelled two appointments for repair. I honestly understand it when your company is over worked but in that scenario you hire more workers to compensate. The dehumifier cost $4k. If it stops working 8 months later and you cancel two appointments to comae take a look, this should be a red flag. I reached out to a manager and was ignored. I tried reaching out to their customer service and got a voicemail. Still don’t have anyone contacting me to find a solution. Meanwhile I’m in a humid house rolling from room to room with a $100 mobile dehumifier while a $4k piece of junk hangs in my laundry room.

  

  Business response

  06/27/2023

  ******************, I am sorry for any difficulties you may have had with getting a service technician out to your home.  I did see an appointment that was scheduled for 6/2 and that it had been placed on hold.  I can see that we sent a text notification that a technician was ready to dispatch and then sent a second text to say that we could not keep the appointment.  We then scheduled another appointment for 6/8 and were able to get out to the home and address the issues.  I also see that the issues with your dehumidifier were addressed and the unit was operating per the manufacturer's specifications.  I am sorry that you have had any issues with our service and products.  If you should want to have any further discussion regarding your complaint, you may reach out to our Client Relations department.  ***********************, Client Relations Mgr.

• Initial Complaint

  05/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1. Tech never provided me with a dollar amount on the phone. I never, on the phone or text gave authorization to charge my credit card for a specific dollar amount nor did I give explicit permission to replace/perform services other than the filters. Tech never told me what was actually completed on the phone. Please go back to voice recordings and play back. I am not liable for payment for something I never authorized.2. Unit is from October 2021 (or so). The report lists it being 4 years old from 2019. That is incorrect.3. I am not going to pay for coil cleaning, adding refrigerant and other mistakes made from original installation. You should have sent QA/QC to look at this. If the distance is too far between unit and roof, your playbook should address a check up visit to calibrate/tune pressure accordingly, as opposed to getting hit now with these problems. Looks like a process problem. A total miss.

  

  Business response

  05/22/2023

  ****************, upon review of your account and having the opportunity to clarify things with you over the phone, I apologize for this experience.  Our technicians are trained to provide pricing and written estimates prior to any customer's authorization to proceed with work.  It is clear that this was not done.  I have initiated a refund of charges for work that was not fully authorized (you asked the technician to speak with his manager prior to completing a cleaning/degreasing of the indoor coil and adding refrigerant).  I appreciate your feedback and will explore additional, secure, ways of obtaining authorizations for work.  This is especially a concern for remote transactions, as this is not the only time we will ever experience this scenario.  Thank you for being a valued customer of F.H. Furr, and we look forward to continuing to serve you in the future.  ***********************, Client Relations Manager

  Customer response

  06/02/2023

  BBB - I would like to thank you for providing this capability to help get matters like this resolved.  This is the 2nd time you have helped me. Thank you very much.

  This issue can be resolved.

• Initial Complaint

  05/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am going to start out by saying, I know my husband is at fault as well because he signed the invoice agreeing to the work without reading what he was being charged for. However, I think the actions of the service individual to include items in the invoice that he was repeatedly told we did not want completed is a larger problem. Today, May 15, 2023, we had FH Furr out to repair a couple of small pin hole leaks in copper pipes. We knew what the issue was and only needed someone to repair it. I understand that the service individuals are going to try and sell you on things that you do not need but what occurred today was beyond that. The service tech tried to get us to not only replace additional piping and a valve that had no issues simply because he thought it was not the best out there, but he repeatedly tried to sell a one year service membership. My husband repeatedly told him no to this and also the additional work. The quote that was given initially was for additional pipe work that did not need to be done and when the service individual was asked for a quote for just the work that needed to be done, he quoted a price of $508 and change. What he neglected to say was that that quote included the year service membership even though my husband had told him repeatedly he did not want it. My husband agreed to that price and the work was completed. After receiving the receipt, I see that the year membership was included in that receipt and I would be charged $15.00 a month for a year now. At no time was my husband ever told that the $508.00 price included the membership. I am disappointed that a company will try to deceive a consumer like this. I will never work with this company again. I understand that my husband should of paid better attention to what he was agreeing to but when you are told numerous times by a customer that they are not interested in something, a company should not sneak it in in hopes they get away with it.

  

  Business response

  05/15/2023

  ************ and *****************, I am sorry that you had this experience with our technician.  It is our practice and responsibility to disclose everything we are billing for and ensure we receive written authorization prior to commencing with any work.  Our communication always needs to be clear.  I have begun the process of refunding you for the Preferred Partner Plan membership fee of $13.95, and ensuring that you retain the discounts that you were promised for today's visit.  It is my hope that you might reconsider doing business with us in the future.  ***********************, Client Relations Manager.

*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. ↩