Complaints

This profile includes complaints for 4 Service Pros's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

4 Service Pros has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  4 Service Pros

  7000 Newington Rd Ste E Lorton, VA 22079-1147

• 

  4 Service Pros

  7000 Newington Rd Ste I Lorton, VA 22079-1147

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:11/18/2022

  Type:Service or Repair 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.

  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

  Date: 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

  Date:08/10/2022

  Type:Service or Repair 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.

  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

  Date: 08/16/2022

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

  Customer Answer

  Date: 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

  Date: 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

  Date:08/07/2022

  Type:Service or Repair 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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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.