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Business Profile

Heating and Air Conditioning

Mr Furnace Heating & Air Conditioning

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Heating and Air Conditioning.

Complaints

Customer Complaints Summary

  • 8 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:13/02/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Bottom Line Up Front: Mr Furnace red tagged (shut down) my furnace in the middle of winter without any of the required paperwork this resulted in us having to call in another company to fix the furnace, but because the required paperwork was never provided, ******** shut down the gas on 5 Feb due to an unresolved safety infraction. ~$180.

    22 Dec 23 - The thermostat at my rental property (** ********* ***** ******* **) was not reaching the desired temperature. I called Mr Furnace and asked them to send a technician to look at it. The technician told the tenant the furnace was unsafe and he was shutting it off. The technician did not "red tag" the gas line nor did they provide any paperwork to the tenant. I received a voicemail saying "call me quick, furnace is unsafe". I tried returning the call twice but did not reach the technician. I called dispatch and all they could tell me was that the technician had highlighted corrosion as a safety issue. The tenant informed me that the technician said the store which had the required parts to resolve the issue wouldn't be open until Thursday, 28 Dec.

    23 Dec 23 - I tried calling the technician again with no answer. Mr Furnace dispatch provided no additional help or information. I called **** *** *** ********. Their technician came in the afternoon. They were surprised there was no red tag. They ran their own diagnostics and determined that cleaning the manifold would resolve the problem. He cleaned it, the furnace tested normally. That cost $100.

    I continued to call Mr Furnace to seek a refund through their complaints dept. I submitted an online request to talk about a refund as well. I received no follow up.

    5 Feb - While Mr Furnace gave us no official paperwork, they did file a safety infraction with ******** who sent a tech to shut down our gas. The cost for this visit remains to be determined on the next billing cycle.

    Despite multiple requests to speak with managers I have received no calls from Mr Furnace.

    Business Response

    Date: 14/02/2024

    Good Morning **** 

    I apologize for the recent experience you have had with Mr Furnace. Looking through your file, we did issue a red tag for the furnace due to unsafe operation, and completed the online submission. The second company you had come in, would have to clear the tag online. Due to the the holiday season, the suppliers were closed for an extended period of time, which was very unfortunate. I will process the refund for the service visit from Mr Furnace. Our billing department will be in touch to get additional information needed to process that refund for you. 

     

    Thank you, 

     

  • Initial Complaint

    Date:19/06/2023

    Type:Sales and Advertising Issues
    Status:
    Unresolved
    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.
    So it was during the blizzard we had in December. We called a furnace repair company. They sent us a technician. He serviced the furnace. Charged us $190 for the service call, then he began his upsell speech. He said he could get a salesman over immediately and if you purchase the new furnace the company would return the service charge fees and we would get a check in the mail. The salesman, Mike A., came over right away. He went over the types of furnace we could get. So we agreed on the furnace with A/C installation. He didn't offer me any rebates either.. Signed a form. No payments for a year. The form only tells one the cost of the furnace & AC. It didnt tell me the interest rate, the monyhly payments, nothing like that. The tech came next and new install completed. I called Mike the following day and asked him for the $190 tech return charges and the actual contract with the terms, amount, start date for the payment of the futnace'AC. He told me he would take care of that. Im still waiting to this date. I have called the office several times and they seem to only answer your call if your buying but if you choose a prompt about billing they make you wait. So when they have talked with me I have asked to get the contract & check in the mail, I was told they would take care of it. Their Customer Service is horrible. They say yes we'll take care of it and then sorry, but nothing gets resolve. **** ******** ** ******* ** ********* ******  Very upsetting this has not been a pleasant experience. I would not make any referral to them to anyone, just from my experience.

    Business Response

    Date: 21/06/2023

    ********, 

    I am saddened to hear about your experiences with Mr Furnace. I would be happy to help resolve all the issues outline in your complaint. First, however I need to confirm the name on file. Could you please verify the name on file? 

     

    Thank you!

    Customer Answer

    Date: 26/06/2023



    Complaint: ********



    I am rejecting this response because:

    Again they're playing games. It shouldn't matter that they cant find my name. The furnace and A/C unit was installed at my residence.  Which clearly they can look up from my address. So I will play the game. The name under my address is ***** *********, my wife, *** ******** *** **** ***** *** ******.



    Sincerely,



    ******** ****

    ***** ********* 

Mr Furnace Heating & Air Conditioning is NOT a BBB Accredited Business.

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