Complaints

This profile includes complaints for Fox Plumbing Heating Cooling Electrical's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Fox Plumbing Heating Cooling Electrical

  1741 Kosmina Rd Vernon, BC V1T 8T1

  
• 

  Fox Plumbing Heating Cooling Electrical

  PO Box 20115 Vernon, BC V1T 9L4

  
• 

  Fox Plumbing Heating Cooling Electrical

  201 929 Laval Crest Kamloops, BC V2C 5P4

  

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:08/07/2024

  Type:Billing 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.

  On June 28, 2024, Fox PHCE of ****** installed a new tankless water heater at my home, ***********************************. Before the installation of this unit I was approved for a Fortis BC rebate under their Income Qualified Program, the rebate amount was $3,000. The rebate program works if the qualified plumbing company installs a tankless water heater that is on the Fortis BC ***************** Star list. I agreed to have Fox PHCE install a tankless hot water heater for me, with the clear understanding that any such installation would need to be eligible for the Fortis BC rebate. I was told by *** employees that the unit being installed was eligible for such rebates at the time of installation. My rebate application to Fortis BC was denied due to the model number not being on the list of eligible units. I am today, now out $3,000. The model number that I have starts with ***, no where on the eligibility list, or the search for eligible tankless units does the model number *** show up. I have spoken with Fox PHCE and have been told that they are working to get the *** unit on the Fortis list, but as of the installation date it was not on the list. I was mislead. I was told at the time of installation the unit was on the list, it is not. I was told I could seek an immediate rebate for the installation, I cannot. Fox PHCE mislead me, and my decision making ability by providing misleading statements and information about the eligibility of the unit installed. They took my money, have offered no solutions other then we are trying to get the unit on the list. What am I supposed to do until then? The whole point of the installation was to seek and be approved for a $3,000 rebate by Fortis BC upon installation, this has not happened and there is no visibility as to when this will happen. I want Fox PHCE to either discount my installation in the form of a refund of $3,000, or they are to come and install an eligible tank, removing the non eligible one at no cost.

  

  Business Response

  Date: 09/07/2024

  Good Morning, 
  Please allow me a few hours to gather some more information on this complaint. I am a little removed from the situation however I was under the understanding our team was working to get this rectified early in the day yesterday. 

  I apologize in advance for this inconvenience. I hope to have some answers for you soon.
  
  Respectfully, 
  
  Kara ~ Marketing Manager  
  

  Customer Answer

  Date: 10/07/2024

   
  Complaint: 21957605
  
  I am rejecting this response because:
  

  There has been no resolution to this issue, *** is trying to manage a situation that should not exist.  As mentioned by *** in their response, this issue was supposed to be resolved on Monday July 8, and it was not.  Fox PHCE was misleading, and provided inaccurate information to me when I made a decision about my tankless water heater, this is considered fraudulent behavior.  I asked multiple times if the tank being installed was eligible for this particular rebate and was told yes multiple times.  If I had been given the correct information about the installed unit I would have chosen a different one, one that was eligible for the Fortis BC Income Qualified Rebate.  Fox PHCE, along with their employees should've known that the unit they installed was not eligible, it is their job to know this.  Fox pushed their most expensive unit, the one with the highest profit margin on me for their own selfish reasons, not for the good of the consumer. This issue should be resolved no later then noon on Friday July 12, 2024, a resolution of a refund of $3,000, or the removal of the installed unit being replaced by an IQP eligible tank are the only two resolutions to this issue.  

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 10/07/2024

  Thank you for your response and allowing me some time to gather some information. I have attached the email correspondence and direct email to BBB after I had a chance to check in with ***** to see where the resolution stood. 
  The email was sent at 11:55 AM Yesterday (full email attached ****** - BBB - ID...) along with the attachments on that email. 
  "Good Morning,
  I wanted to provide an update regarding Complaint ID ********. Earlier this morning I had asked for a little time to gather further information.
  
  I have spoke with our Plumbing ***********************, he and ****************** had spoken in depth yesterday regarding the Tankless Unit and available rebates for the Income Qualified Program. To my understanding, the unit is does qualify for the program, at the time the model had not yet been registered with Fortis via Rinnai.
  
  ***** has been working with both ****** and ****** to get the model added to the list as soon as possible, so ****************** can process his rebate.
  
  Please see the attached correspondence.
  
  Respectfully,
  Kara ************** has worked with both ****** and Fortis to ensure the model has been added to the rebate list, this was an issue beyond our teams control. ***** has emailed ***** today at 2:25 PM with confirmation that ****** has accepted the model and is just waiting for it to be added to the list of eligible rebates.  - This email is also attached - 071024 - BBB - ID ******** - Fw_ Income qualified rebates update - July 10 - Confirmation Added to Rebate List
  
  Thank you for your patience as we worked to resolve this with both Rinnai and Fortis. 
  
  Respectfully, 
  
  Kara ~ Marketing Manager  

• Initial Complaint

  Date:02/05/2024

  Type:Billing 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 was given a quote - paid it. Then asked for final paperwork for my records. Final paperwork was less than what I paid and also a cash rebate was offered for the item replaced which I never received.All I am asking for is the difference and the cash rebate

  

  Business Response

  Date: 03/05/2024

  Good Morning, 
  I am in the process of gathering further information on ***'s job and in discussions with our Plumbing Service Manager. To my understanding this notification did come in after the issue was resolved. 
  
  ***** ********* *******************
  ***** *** ** **** **** **
  *** *************************** *********************************
  ******** *** **** ******** **** ***
  
  ****** 
  
  ***** * ******* **** * ***** ****** ***** ** *** ****** **** ** ********* * ***** ** ******** ** ********* ** ******* *** ******* * * **** ***** **** ******** ** ** ****** *** ********** *** ** ** **** *** ******** **** *********** **** *** ********** * ** *********** *** ** **** ******** *** **** * ************* ** ****** ****** ***** **** * *********** * *** ** **** ** ***** ***** *******************
  
  **** **** ** ******
  
  

  Customer Answer

  Date: 07/05/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have copies of what I signed for the total amount and am out $750+ dollars
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 10/05/2024

  Good Morning, 
  Unfortunately we have not reached a positive resolution as of this morning with ***. I am happy to report that *** and our Operations Manager **** have scheduled a meeting for Monday at 4PM.  
  This has been an unfortunate series of events and I am confident that when **** and *** sit down they will be able to sort everything out and come to a positive resolution. 

  Respectfully, 
  Kara ~ Marketing Manager
  
   

  Customer Answer

  Date: 13/05/2024

  
  Complaint: ********
  
  I am rejecting this response because to date I have not had response to the reason for the discrepancy in fees. I have attached my signed documentation. I have also requested proof that a qualified Read Seal Plumber was involved ( as per house insurance policies. a breakdown of materials, costs and labor - permits also for the hot water tank I have request Gas ticket # (again for house insurance policies) permit. My house renewal with required documenation to renew my house insurance confirming everything done by the guidelines.

  This is now going on 3 weeks and sadly no body has resolved this.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 14/05/2024

  Good Morning, 
  
  My apologies if *** needs further information that I was unaware of. **** has reported back to me that there was a positive resolution yesterday (May 13, 2024)  and everything was left on good terms. **** is working on a detailed reply with everything that was reviewed between himself and ***. I will provide another reply with ****'s summary within 48 hours of today (May 14, 2024).
  
  Respectfully, 
  Kara ~ Marketing Manager  

  Customer Answer

  Date: 14/05/2024

  
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service 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.

  This company is unwilling/unable to give me the name of the part and the company who made it. I have asked for an invoice a least 4 times. No response. A member of Fox Plumbing and Heating visited me (in my home) and gave me a piece of paper that does not itemize the part. The piece of paper is not an invoice. This part was installed on Dec 29/23.

  

  Business Response

  Date: 08/01/2024

  Good Morning, 
  I've attached a copy of ****'s Invoice, that was hand delivered Wednesday January 3, ****. Our Dispatch Manager **** went through each line item on the invoice which I have defined on the attached. **** did mention she would send a picture of the ********************* upon her return to the office which is today Monday January 8th. 
  
  When **** was visiting **** mentioned a number of lengths of warranty and seemed confused about the number of years she purchased. **** purchased the Economy Option which includes a 1 year Service Partner Plan Membership and 1 Year Fox Not a Dime Warranty on the Induced Draft Motor. 
  
  **** was concerned about the task number which is our inventory system, however the item is listed in the description. This is why **** confirmed she would send a picture of the part for ****'s files when she sells the home. 
  
  **** will follow up with **** today and see if she has any further questions.
  
  Kindly, 
  Kara 

  Customer Answer

  Date: 10/01/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

   

   

  I was never confused about the length of the guarantee - I knew i had purchased 1 (one) year of Foxs' Plan. BUT I was told by 2 of there repair/installer men that the part had 1year guarantee and 5 years warrantee.  Also i was told (by the second to last repairman) that the engine had seized - not sure part installed was an "engine".  Also they have now sent me the manufacturers info and i shall be contacting them, hopefully, today - and will let you know what they have to say about the time frames of guarantees and warrantees and if the part installed was an "engine".  thank you *****************

  

  Business Response

  Date: 11/01/2024

  Thank you for your response ****, 
  
  We are doing our best to try to make this right for you. Our Dispatch Manager **** spoke with you yesterday to ensure you had no outstanding balance with us. Did you receive the email with the images of the Draft Inducer Motor?
  Please direct us on how we can make this right for you? 
  
  Would you like me to have a Service Manger reach out directly? 
  
  Kindly, 
  **************** Manager

  Customer Answer

  Date: 12/01/2024

  The consumer contacted BBB and stated the complaint has been resolved.

• Initial Complaint

  Date:09/08/2023

  Type:Billing 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 was referred to you by ******** ********** **. I am on title with my mom at her *** town home in ****** **, ***** ****** ** ***** *** *** *** *** ******** ******* Fox installed a furnace and a/c unit a few years ago. They cold called her recently and came over for a free **** inspection service. They ended up providing 5 quotes for this. They scared my mom into thinking she needs a new on demand hot water heater installation and brand new humidifier installation. The technician said her hot water tank will fail (it's 9 years old in an unfinished basement with floor drain) and insurance won't cover her flood, plus other things that were failing from the new installation. Scare tacticts and urgency sales tacticts. My mom saw the estimates ranging from $12,385.44 (premium) down to $357.22 (**** ***) and reluctantly chose "**** ***". I attached the **** *** and premium estimates. She had the "**** ***" work done, which was replacing the furnace filter and a UV bulb (regular maintenance). The invoice has no price breakdown. I have emailed Fox several times for price breakdown over past month, not even going into their scare tactic sales techniques. I finally had a call from Paul from Fox and he explained that Fox doesn't break prices down, they do a "flat rate fixed price" pricing model for all their services. This entirely ********* sales process by Fox is unacceptable, scaring elderly people into thinking they need expensive installations of **** equipment they clearly do not require. Labeling regular maintenance items as **** *** solutions is very misleading. I've been in the plumbing industry for 35 years and have my own business.Desired outcome Fox must be told to stop ********* sales, especially in cases of elderly customers that appear confused. Fox must provide price breakdowns on invoices for parts and labour, especially when asked to do so.

  

  Business Response

  Date: 09/08/2023

  **** originally reached out to our Call Centre on Saturday July 15th, requesting clarity on Invoice ********** Eventually he reached myself later in the month he provided the invoice and options provided by the technician (attached). Our services are flat rate so we do not provide a breakdown of an hourly rate. I passed the inquiry to our Operations Manager to follow up. Today we received notice that there was a complaint in the BBB Complaint Hub, our Operations Manager replied to all of ****'s questions and broke them down summarizing notes from the technician on the call as well as the options provided as well as consideration to reword the "**** ***" option name to "Immediate Fix."
  
  Paul has offered an in person visit with **** to clear up any further questions he might have, see below and I have also attached the email reply. 
  
  ****,
  
  **** ********  ****** ****** *** *********** ******
  
  ***  ********* * ***** ***** *****
  **** *********** ******* ****** ********** ******* ********** ****** *******
  
  ***  ******* * **** ***** ** *** ****
  *** ***** ******** ***** ****** *** ********* *****  ** ****** *** **** ******* **** ***** **** ******** ******
  
  ***  ******** ******
  ******** ****** ** ********** **** *** ******* **** **** * ********* **********  *** ****** *** ****** ***** *** **** *** ** *** ********* ***** *********  ********** *********** ** *** **** ****** ****** ********** *** ***** ****** *** **** * ************* ******** *** *** ******* ****** *** ***** ** ****** **** *** ********* ********  ********** ***** *** ******** **** *** ***** ***** *** *** *** ******** ****** ******** *********  ********** *********** ******** ***** *** ***** ** ******* *** *** ******* *** *** *********  ********** ******** *** ****** ** ******** ** ********** ** *** **** ****** ***** **** ********* *** ***** ****** *** *****
  
  ***  ***** ******
  ************ *****  **** *** ****
  ******** *******  * *****
  ******** ********** *****  ********* *** ****
  ********** ***** *** ************* ************ ******** ***** ** ********* ********  ************** ********* **** * ** ***** ** ************* ***** **** *** *****  ********* *** ***** ******* ** *********** ***** ** ****** ******** ***** *******
  
  ***  ***********  ********** *********** * ********** ** ********* ********* *** ******** ******* ** ****** *** *** ** ****** **** *** ********* ********* ******** 
  
  ***  ********* * ********** 
  ********** ****** *** ********* *** ********* **** ****** ***** ** *********************** ******** ** *** *** ** *** **** ** ********* ** **** *******
  
  ***  ****** *******
  *********** ******* ********* **** ******* **** ******* ***** ********** *************  *** ****** ** ******* ****** **** *** *********** ************ **** *** ******** *** *********** ********* ** *** ************** *** *******
  
  ***  ******** ******
  ***** *** *** *** *********  ******* ******** *** ******* ***** ** ********* *** ** **** *********** * **** ********* ***** ** ** ***** ********* **** ******
  
  ***  ******* ***********
  *******  ******** ** **** ************  *******
  **** ** *** *****                                          ******
  ******* ********* *************            *******
  
  *******  **** ** ****** ********             ******
  
  ****** ******* ** ******* *** **** ******* ******************  * ***** **** ******* * ******** ***** ** *** *****
  
  ***** ****
  
  ****       

  Customer Answer

  Date: 16/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  Two concerns don't seem to be resolved. 

   

  1. No more new business  contact from Fox. Take us off all advertising and contact lists. Only contact for product recalls. Please confirm you will no longer contact us regarding new business. 

  2. Consumers are warned of all-in pricing from service providers. This is a shady business practice. It took about 25 days for Fox to finally provide a price breakdown after being asked several times. Please confirm that Fox will adjust its business practice and provide proper breakdown of pricing on all invoices to customers.
  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 21/08/2023

  Good Afternoon, 
  
  Our Operations Manager Paul has responded to Curt this morning with the following.  
  
  ****,
  
  **** ********  ****** ****** *** *********** ******
  
  ***  *******
  * ******* ** **** ******* *** **** ******** ********* ********* ****** ********* **** *** ****** *** ** **** **** ***** *** ** ***** *** *** ******* *** **** ** ** **** ***** *** ** **** ** *** **** ** **** *** ******* **** ***** ******** ************ ** ****** *****  
  
  ***  ********* ***** *****
  ********* ******* ** ****** ** ******* ********** **** ** ********* ***** ********* ************ ******** ********* ******* ******** **** *************** **** ********** *** *********** **** *** ********* **** *** **** ***** ****** *** ******* ********* * **** ******** ** ************* *********** ** ********** ********* ********* ** *** ********* ***** ***** ******** ** ****
  
  ****** ******* ** ******* *** **** ******* ******************  * ***** **** ******* * ******** ***** ** *** *****
  
  ***** ****
  
  ****

  Customer Answer

  Date: 26/08/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Re: Contact - Accepted
  
  
  Thank you for complying with my wish to be removed from your future advertising sales and marketing. 
  
  
  Re: Flat Rate Pricing Model - Not Accepted
  
  
  I took marketing in school and understand flat rate pricing, I use it in my business. The examples you gave don't compare well with how you guys do your billing. For example, you don't list any pricing at all, no labour or parts, major parts or anything. Flat rate pricing doesn't mean hiding things from your customers, it's supposed to protect your customers from hidden surprises. Just tax and a grand total doesn't do that. Especially when you are quoting (all unsolicited by the way) a new water heating system, new humidifier system, electrical component replacement, etc, like on my mom's quotes you gave. Comparing your business to ******* and shipping companies is just silly. Your comparison to restaurants isn't valid either, restaurants don't bill like you guys at all. They typically itemize all dishes. Yes, the dish prices are fixed, but they list the prices. Do you go to your favorite pub and order several dishes and drinks and you just have a grand total on your bill with no prices? Same thing with your example of auto service and airlines. My mechanic has some fixed prices in his quotes, but he also lists them. My last airline ticket had several line item prices listed and then a total. The only reason a business hides all pricing except for tax and total like you guys do is to hide things from customers. Looking at your reviews and ratings, I'm not the only one that thinks so. I can tell that Fox **** most likely pays or partially pays techs by commission or profit sharing by the sales techniques they employ. Coming into someone's home for a specific service and then quoting totally new systems for almost no reason makes you guys seem like the used car salesmen bait and switch of ****. While the fixed pricing model certainly has a place in ****, you guys are not employing it effectively to protect your customers. Please adjust your computerized billing program to show at least some pricing in your line items. Give your customers a chance to shop and compare by providing quotes with pricing, your customers will appreciate it. Unless your aim is to deprive them of that information and opportunity.
  
  Sincerely,
  
  ***********************************