Complaints

This profile includes complaints for F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc. has 14 locations, listed below.

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

  9040 Mike Garcia Dr Manassas, VA 20109-5447

  
• 

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

  685 Lofstrand Ln Rockville, MD 20850-1315

  
• 

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

  22965 Lewes Georgetown Hwy Georgetown, DE 19947

• 

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

  10394 Lakeridge Pkwy Ashland, VA 23005

• 

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

  530 McCormick Dr. Suite Q Glen Burnie, MD 21061

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:12/11/2023

  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.

  We called FH Furr to do a maintenance checkup on our HVAC (it has been 2 years since we had someone checking on it). They came and after an hour of checking the HVAC, told us that we had a leak. We have never felt any problem with our HVAC in the past. We schedule them to come back for an estimate of a new HVAC. 2 days after this first technician came, we woke up to a cold November house. The technician came back and told us we were out of freon and he put us on emergency heat. We were extremely surprised as we never had any issues with our system. The next day we had 2 other companies coming to do a diagnostic of our problem. They both told us that someone broke our coil on purpose (the pressure on the coil was created from the outside-as seen in the picture). When we called FHFurr to talk about the issue, they took many days to call us back and denied everything and refused to fix anything.

  

  Business Response

  Date: 01/03/2024

  **. & *** *****************, I am sorry for any delays in responding to your complaint.  You have made a serious allegation and we do not take this situation lightly.  Upon review of your service history and photos taken by our technician, we do not find any evidence to support our competitor's claim.  The dent on the elbow fitting does not show any fresh scraping, so it is reasonable to say that the damage is not recent.  Additionally, there is a lubricating agent in the coil to help reduce internal wear from the refrigerant.  Had this dent been the cause of any leak, there would be a wet appearance or puddle of that liquid in the drip pan.  This was also not the case.  Our service records show that we have not serviced your unit from June 2016 - until November 18, 2023.  We cannot account for anything that may have occurred during that 7-year gap.  It is also very unlikely that any damage done in 2016 would have took 7 years to present as your heat pump is dependent upon the refrigerant to cool and heat your home.  I am sorry, but we cannot assume liability for this damage or malfunction of your unit.  ***********************, Client Relations Manager.

  Customer Answer

  Date: 01/08/2024

  Hello,

         Yes, this is a serious allegation. ****, I am happy we speaking this way at least, as you failed to return my last several calls after we spoke on one occasion. I awaited your return call after you were to 'speak with the project supervisor', (or some similar title). When I did not hear back from you within your own specified time frame, I called and left messages two other times. In would seem that you took no interest in actually following up with me on the phone.

          We have had multiple other technicians visit our home after the unit was depleted of refrigerant two days following your tech's visit to our home. Bear in mind that it was working fine before his visit and operating at 400 PSIG (by your own records as indicated in the inspection report that day). I did not prompt them on anything such as we suspected foul play, but let them conduct their own inspections (for which we paid a fee for in each case). In each case, they arrived at the evaporator coil and each indicated that this was damage caused not by mechanical failure, but some sort of outside, deliberate force. Again, I had not told them anything about a suspicion of foul play. They both independently speculated that a common (flat-head) screwdriver was used to cause the damage. One even placed a screw driver of this type in the damaged area, and it fit perfectly. All the technicians that have inspected it have arrived at the same conclusion, and have all expressed their shock at the audacity of such an attempt to sabotage our family's HVAC.

         We can only assume that an effort to get second, third, and fourth opinions by other professionals was not something that was anticipated by your tech, as the damage is apparently quite obvious to an informed and trained inspector.

         Additionally, while it is true that your company had not been out to service our unit in several years, we have had other HVAC companies in for routine service during that time period. The previous owners of the house would have been the ones that would have had the unit in question installed by FH Furr. I don't see how that information is relevant here.

   Complaint: ********
  
  I am rejecting this response because:
  
  Hello,
         Yes, this is a serious allegation. ****, I am happy we speaking this way at least, as you failed to return my last several calls after we spoke on one occasion. I awaited your return call after you were to 'speak with the project supervisor', (or some similar title). When I did not hear back from you within your own specified time frame, I called and left messages two other times. In would seem that you took no interest in actually following up with me on the phone.
          We have had multiple other technicians visit our home after the unit was depleted of refrigerant two days following your tech's visit to our home. Bear in mind that it was working fine before his visit and operating at 400 PSIG (by your own records as indicated in the inspection report that day). In less than 48 hours after he left, it was completely empty. I did not prompt the other HVAC techs on anything such as we suspected foul play, but let them conduct their own inspections (for which we paid a fee for in each case). In each case, they arrived at the evaporator coil and each indicated that this was damage caused not by mechanical failure, but some sort of outside, deliberate force. Again, I had not told them anything about a suspicion of foul play. They both independently speculated that a common (flat-head) screwdriver was used to cause the damage. One even placed a screw driver of this type in the damaged area, and it fit perfectly. All the technicians that have inspected it have arrived at the same conclusion, and have all expressed their shock at the audacity of such an attempt to sabotage our family's HVAC.
         We can only assume that an effort to get second, third, and fourth opinions by other professionals was not something that was anticipated by FH Furr's tech, as the damage is apparently quite obvious to an informed and trained inspector.
         Additionally, while it is true that your company had not been out to service our unit in several years, we have had other HVAC companies in for routine service during that time period. The previous owners of the house would have been the ones that would have had the unit in question installed by FH Furr. I don't see how that information is relevant here.
  Regards,
  

  ****** &
  *************************

• Initial Complaint

  Date:11/29/2023

  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 hired Fh Furr to snake the kitchen drain, the technician sucessfully snaked the drain but ended up doing damage to the drain pipe behind the wall. this was on Nov .29 ,2023.I paid $300 for the snake draining, but it cost an additional $350 to fix the other pipe.

  

  Business Response

  Date: 12/19/2023

  **********, I am sorry that you feel we are responsible for any damage to your drain.  I have conferred with our drain service manager regarding this complaint.  Based on the age and type of pipe, it was likely deteriorated which not only contributed to the break but was also likely contributing to the clog.  The snakes used to clear drains are designed to prevent this type of damage.  The only time we see this is in older, galvanized pipes which were found and repaired.  I cannot offer any refund at this time.  ***********************, Client Relations Manager.

• Initial Complaint

  Date:11/01/2023

  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.

  In August 2021, my mother (*********************) paid $16,583 to have the entire house repiped due to the original pipes in the house being galvanized pipes. During an inspection on May 5, 2023, an F.H. Furr technician noticed the remainder of the drain system for the tub in the bathroom was galvanized ( e.g., the repiping job was incomplete). Prior to being notified by the technician on May 5, 2023, my mother was never informed the repiping job was incomplete. My mother brought this to the attention of ********************* (plumbing and installation manager). He refused to complete the job by repiping (e.g., removing and replacing the galvanized pipes) the drain system and offered to patch the pipes . My mother paid to have the entire house repiped and not to have the pipes patched. As a result, there is water damage in the kitchen (e.g., water damage/spots in the kitchen ceiling) which is located directly under the bathroom. Additionally, there is a loud noise that occurs when the hot and cold faucets are used simultaneously. Moreover, the light fixture in the kitchen was removed as part of the repiping process. F.H. Furr neglected to reinstall the light fixture in the kitchen resulting in little to no light in the kitchen. My mother has made numerous complaints regarding this situation. She has not been properly accommodated. My mother was told by one of the technicians from ************* that the best way to remedy the situation would be to remove the galvanized pipes by breaking up the bathroom floor. F.H. Furr (*********************) does not want to make this modification because F.H. Furr does not want to absorb the cost for replacing the bathroom floor. F.H. Furr wants to run pipes in the ceiling of the kitchen and not remove the existing drop ceiling grid but work around it and risk the drop ceiling grid hanging lower in the kitchen. Mom wants the ceiling grid removed. If it is not removed, this could be a potential safety issue and alter the appearance of the kitchen.

  

  Business Response

  Date: 11/18/2023

  **************, I am sorry that you feel that we are not meeting our obligations per the contract we entered with your mother in 2021.  We have been working to resolve the issues resulting from the 2-foot section of galvanized pipe that was left encased in concrete under the bathroom floor.  We have been working with you and the Attorney General’s office to perform the work that is necessary.  Per the attached proposal from 2021, we were to replace the drain and supply lines.  It was never within this contract to demo the bathroom.  As this was not part of the original scope of work, we will not perform a demo now.  We have identified a way to complete the work in accordance with our contract, under the 20-year warranty, and ensure that the active drain line is converted to PVC.  Per the terms of the original contract, there was no promise to restore the light fixture.  We have also agreed to reimburse you for procuring a light fixture up to $100 and complete the installation at no charge.  The drop ceiling which is present in the kitchen is not something that we are responsible for.  It will not be removed by us.  Per the attached change order to authorize our work, we have listed everything that we have agreed to do to make things right reroute the drain, replace the light fixture.  Our team will evaluate any issues with the noise you mentioned as well.  The water damage will be addressed following this drain work, should there be any drywall or ceiling tiles which may need to be replaced. ***********************, Client Relations Manager.

  Customer Answer

  Date: 11/27/2023

  [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:
  

  FH Furr did not complete the repiping job as indicated in the contract.  My mother paid to have the entire house repiped.   My mother should have been given notice as well as another alternative for completing the repiping job as soon as it was discovered that galvanized pipes were encased in cement.  She did not find out the repiping job was not completed/botched until months later.   Additionally, FH Furr removed the light in the kitchen and failed to reinstall it after the botched repiping job.  My mother is open to having the repiping job corrected, however, she is very concerned that running the pipes through the kitchen may cause additional damage to the kitchen. There are brand new appliances in the kitchen.  The ceiling grid covers the ceiling and will have to be removed in order to access the celling for piping installation.  My mother would be more comfortable having the pipes ran through the bathroom (e.g., removing/replacing the galvanized pipes that are encased in cement) although this would require the bathroom floor to be broken up. Given that FH Furr is responsible for the botched/incomplete repiping job, not notifying my mother when it was discovered that galvanized pipes were encased in cement, and not reinstalling the kitchen light, FH Furr should be willing to accommodate my mother by installing the pipes in the bathroom versus the kitchen. She is the customer and is responsible for paying for the repiping job. Moreover, she should be satisfied with the job. Additionally, FH Furr should either absorb the cost of replacing the bathroom floor or provide a significant reduced price to replace the bathroom floor. 

  Regards,
  
  *****************************

  

  Business Response

  Date: 11/27/2023

  **************, these concerns have already been addressed in the change order that were previously provided.  We cannot move forward with any work until you provide a signed copy of the change order back to us.  Once again, the ceiling grid is not going to be removed by F.H. Furr.  The pipes will be concealed by drywall.  And, we have agreed to install a customer-supplied light fixture.  This has already been presented to you, addresses the concerns you mentioned, and more than satisfies our contract with you.  We will not demo the bathroom as it was never included in the contract.

  Customer Answer

  Date: 11/28/2023

  [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:
  

  There is a concern regarding the pipes being installed in the kitchen ceiling. The attached change work authorization indicated that FH Furr "proposed that the drain lines be completely rerouted under the bathroom floor in the ceiling below."  The word proposed means "an idea or plan that is put forward for consideration or discussion by others."  FH Furr  never asked my mother her preference in terms of correcting the botched job.  There was no discussion. FH Furr provided my mother with only one option and decided for her what the best alternative would be to rectify the botched job without giving her any additional options.  My mother is aware that the demo was not included in the original contract, however, she prefers that the pipes be installed in the bathroom rather than potentially damaging the kitchen ceiling and the new kitchen appliances.  She has made several requests to speak with the CEO of FH Furr and was never provided contact information for the CEO.   My mother wants to rectify this issue and have her preferences taken into consideration.  My mother would like to speak with the CEO of FH Furr to discuss her concerns and options for fixing the botched plumbing job. 

  Regards,

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

  

  Business Response

  Date: 12/08/2023

  **************, per you last rejection, you have spoken with our Area Market President.  He has provided new terms, including an estimate for F.H. Furr to complete the demolition of the bathroom or simply provide a refund for the portion of the work previously done.  I have emailed you those terms for your consideration. ***********************, Client Relations Manager.

  Customer Answer

  Date: 12/14/2023

  [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:

  ****************** submitted inaccurate information.  The conversation took place, via telephone,  between my mother (*********************) and ***********************, General Manager.  I have attached the proposed resolution.  My mother did not make any verbal agreements regarding the proposed resolution.   If the conversation was taped, my mother was not informed.   

  Regards,
  
  *****************************

• Initial Complaint

  Date:10/27/2023

  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.

  March 2023 I paid $167.40 for a service contract for one year for my heating & AC system. They came 4/27/2023 to service my AC. The technician said he found a bad capacitor on my unit. Said it would cost $191.25. Told me that if I replaced it while he was here I would not have to pay a service/installation charge. If he came back to do it later there would be a labor charge. I chose to have it done while he was here. He said it would only take about 5 minutes to put it on and it did. While writing up my ticket he told me that if he went back to the office and had not sold anything he would be in trouble because they were high pressure. I became alarmed and ask him if he sold me a part I did not need to avoid getting in trouble with his boss. He said no but I didn't really have to get it replaced that day - it probably would have lasted 3-4 months before it would have been bad. This did not settle with me. After he left I checked my warranty with ****** and was told it was still under warranty and to have them file for it under my warranty. I call Furr and ask that they do this. (They should have known my unit was still under warranty as it is clearly stated on the unit.) Once warranty was covered they sent me another invoice for $117.00 saying it was for installing the capacitor (which only took 5 minutes). I refused to pay because I had already been told if technician put it on that day there would be no charge. I decided I did not want to do business with this company and ask for a refund on the winter maintenance of my furnace which they will not refund. I feel that they owe me $83.70. Note: After I refused to pay the bill I researched the part and found it to be way lower than I was charged and it had about a 20 year life expectancy. My unit is only about 10 years old.

  

  Business Response

  Date: 11/18/2023

  *******************, upon review of your account, we have agreed to honor the parts only warranty for this component and removed the charge for the capacitor.  The remaining amount is a valid charge for our service technician to replace the faulty capacitor.  I am sorry about his sales pitch.  Technicians are not "punished" or "gotten in trouble" for not selling work.  Our technicians are not paid hourly but receive a percentage of the job cost.  This cost is determined by the skill level required, complexity of work, labor, and other costs.  I apologize for any dissatisfaction resulting from this appointment.  The consideration you are asking for has already been honored and there is no further discount owed.  ***********************, Client Relations Manager.

  Customer Answer

  Date: 11/21/2023

  [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: I am sorry but I do not agree with "there is no further discount owed.:
  My equipment was under warranty. The warranty is clearly stated on the equipment and Furr technician should have seen this when he serviced the equipment. But he didn't. A lot of trouble could have been avoided otherwise. But I stand by my statement that I was told by technician that if he put it on that day I would not be charged labor but if he had to return and put equipment on then there would be a labor charge.

  That said I still have a issue with Invoice #******* dated 3/26/2023 which shows I paid $167.40 for a yearly agreement on Spring and Fall maintenance plan for my system. When I made the appointment on October 12, 2023 for the Fall maintenance I was immediately sent invoice #******* and ask to pay it again. This was stressing me because I had already explained several times why I did not owe the invoice.  I cancelled the appointment and requested a refund from invoice #******* for the Fall portion of the maintenance plan. I am asking that $83.70 be refunded for the Fall maintenance I could not get done because of the issues with Furr.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 11/21/2023

  ******************, per your rejection notice, I have reviewed your account again.  I have verified the payment for the Preferred Partner membership of $167.40 as you mentioned. When we calculate refunds for this plan, we compare the non-member costs with the benefits you previously received as a penalty for early cancellation.  So, we start with non-member prices 1 HVAC Insp $89, Service visit $115, and cost of repairs $225.  This totals $429.  We need to first start with the removal of the cost of the part as this never should have been charged to begin with $429 - $73.89 = $355.11.  With your membership benefits, the service fee was waived (-$115) and you received 15% off the repairs (-$33.75).  These discounts total $148.75.  Taking these discounts from the non-member total leaves a balance of $186.36. If we take away the amount you paid for our membership from this balance, there is still a balance due to F.H. Furr of $18.96.  I will clear this balance due and there is no money to refund.  ***********************, Client Relations Manager

  Customer Answer

  Date: 11/29/2023

  I still disagree with F H Furr on this resolution. They fail to even tell me there would be a fee for "cancelling" the contract - which I only did because they would not stop with the emails sending me that invoice. I now reserve my right to post reviews about this company anywhere I see fit.

  Customer Answer

  Date: 11/30/2023

  [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: Their last reply was totally ridiculous. The numbers he quoted had nothing to do with me! I NEVER OWED THEM ANYTHING FOR THE PART (or labor according to their technician) PART WAS COVERED UNDER WARRANTY AND I DID NOT OWE FOR WARRANTY OR PARTS.
  

  This company owes me $83.70 refund.  A reputable company would have owned up to their errors and given the refund in fairness. Obviously this is not a reputable company because they are are still insisting that the part and labor was my responsibility and charging me for something I did not owe.

  I was never told about a cancellation fee or given any information on terms etc. for the yearly maintenance. This is called being dishonest.  I cancelled my fall maintenance because they continued sending invoices and I could not get anywhere trying to talk to them on the phone.

  I have since read some bad reviews on this company and now I have the right to write my own reviews anywhere and everywhere I want and I intend to do so. I don't care how big this company is - reputation means everything in business and this company has a bad one - sooner or later it will come back on them.
  
  *************************
  

• Initial Complaint

  Date:10/06/2023

  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.

  In June 2023, we had a technician come over to inspect our AC systems and told us we must not turn them on because that was dangerous and could burn our house down. He then suggested for $5000 of repairs with no guarantee that would actually fix all the issues, the best being to change both our systems for $30k. We contacted another company for a second opinion and the technician told us there was absolutely no problem with the systems and no risk of fire. Last year, we had a leak and a FH Furr technician fixed it for about $1000. The leak reappeared and a FH Furr technician asked us $600 to investigate and suggested to change the whole toilet for about $2k-$3k. We contacted another company to have a look. Not only the technician fixed everything for less than $150, he also told us the wrong hardware had been used during the last repair, and everything was loose and asked us if someone from FH Furr actually touched it because there was no way that could be loose this way... He then suggested there was wrongdoing to break on purpose and leak again. The reviews are full of comments about people being mislead by FH Furr technicians

  

  Business Response

  Date: 10/25/2023

  **************, I am sorry that you feel there were any issues with our services.  I have reviewed your account and the jobs referenced in this complaint.  On 6/13/23, you had an HVAC technician out to inspect your unit.  He took pictures of the compartment of the outdoor unit.  The pictures showed normal wear and tear due to aging (21-year old unit), as well as damage which he attributed to rodents.  While a competitor may have provided a different option, you were only charged $40 for the inspection.  Based on the estimates you were provided, it is understandable that you chose to receive another opinion.  It is always our goal to provide the best, long-term repairs so that our customers have peace of mind that they will not have to have additional repairs in the short term.  The plumbing work you have referenced was completed 12/15/21 and 12/17/21.  Our technician repaired multiple leaks during those visits.  Our workmanship for all services provided is 1 year.  If you had any issues directly related to work we performed during that time, we would have fully addressed them at no charge.  Again, I am sorry that you feel there were any issues with our services.  We appreciate the opportunities you have given us to service your home.  There will not be any refunds issued at this time. ***********************, Client Relations Manager.

  Customer Answer

  Date: 11/03/2023

  [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:
  - On the HVAC system, the numbers do not match at all the numbers from another company and the messaging was misleading, ie "the system can start a fire" (I had confirmation from 2 experts that this statement was 100% wrong). The system has been working great all summer and no fire started.
  
  - On the leaking toilet, yes the original repair was from more than a year ago, but based on the other company there was poor workmanship, if not on purpose to trigger another leak after a year+.
  
  I clearly do not share your point of view and really think you are violating multiple consumer protection laws.... I already opened a case with the Virginia AG and will follow up with them since you are not going to do anything through the BBB.
  

  Regards,
  
  ***************************

  

  Business Response

  Date: 11/03/2023

  **************, again I am sorry that you find fault with F.H. Furr.  I have provided you with visual evidence of the condition of your HVAC unit  and the manufacturer's labels observed by our technician.  If a competitor's technician did not feel any inclination that the safety of your home was an issue, that has no bearing on our technician's assessment.  Frayed/unshielded wiring is always a potential threat as no one can reasonably guarantee how long it is safe to operate equipment in that condition.  The toilet leak which has occurred beyond the warranty period cannot be truly nor solely attributed to workmanship two years after a repair.  There are many potential circumstances that can cause a leak, none of which involve malicious intent from a service technician.  I appreciate the time you took to provide us additional feedback on your concerns.  ***********************, Client Relations Manager

  Customer Answer

  Date: 11/07/2023

  [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 think your answer is more than ridiculous at this point. The technician NEVER indicated there were frayed/unshielded wiring, and none of the picture shows anything. The technician indicated the capacitors were the problem (the other company's technician showed me that was not true by the way). On top of that, the numbers your technician showed did not make any sense and were not even close to the numbers the other technician showed.

  With regards to the leak, I will not say anything and agree with you on the fact that only poor workmanship would explain the same leak coming back 18 months later (especially when the other company fixed the issue for less than $100).

  I understand you are trying to protect your company, even if it means being dishonest. I really would have thought you would at least acknowledge there was a problem in your company, but I am definitely wrong.

  
  I am done arguing with you. Hopefully the Virginia AG will help address the numerous issues your customers have had with your technicians.
  
  ***************************

• Initial Complaint

  Date:09/25/2023

  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 have 2 invoices ******* First invoice only worked one day . and doesn't work no more .Payed 1290.48 for that.so I'am frustrated. Second invoice and visit,the technicain tells me I need anouther part that cost 3800 dollars plus installation . I don't have the money. So I out 1388.23 to hear this .I payed a lot of money just for a maybe.

  

  Business Response

  Date: 10/03/2023

  ****************, I am sorry that you have been frustrated with our services.  We initially responded to your home for service on 4/13/23, and found the system low on refrigerant.  The technician identified a leak at the service valve.  He completed repairs and recharged the system.  We responded again to a service call on 6/5/23.  The technician identified a second leak in the indoor coil, provided repair estimates and recommended replacement.  The technician who was initially out in April provided options for repair that could potentially have lasted longer had there not been a second leak.  This leak was missed due to the amount of debris in the system.  You were provided an estimate for the cleaning of the coils, but did not authorize him to complete them at the time of that visit.  Again, I am sorry for any frustration you feel.  ***********************, Client Relations Mgr.

  Customer Answer

  Date: 10/21/2023

  [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:If I knew about a coil cleaning I needed to Know before I pay work.I payed for and it broke down to fix on second vist cost another 3900 Dollars plus labor Ididnt have it,Still broke down.After 1290.48 Dollars . 
  
  Regards,
  
  *************************
  

• Initial Complaint

  Date:09/21/2023

  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.

  On September 7, I hired FH Furr to look at an issue I was having where it was too cold when the air conditioner was running in my basement. They came out and did an assessment and said they would install a damper on the air intake and new humidifier and thermostat, for a total charge of $1679. They came to install the work on September 15th. They installed the damper and humidifier but could not install the thermostat. They took the thermostat off of the bill and the final charge was $945. Immediately after they left, I noticed an error code on my thermostat describing a heat problem. I called FH Furr back to see if they could come out and fix it. They came out on September 19th and said it was the hot surface igniter for the gas furnace that needed to be replaced. I accepted the charge of $386 and they replaced the igniter. After they left, the problem was not resolved. I called back to have a second follow up and requested a different technician who arrived on September 20th. He said nothing about the igniter but then proceeded to explain to me that the circuit board had failed and needed to be replaced at a cost of $2,211. Following this issue, I have complained to the client relations team and the service manager. None of them were able to explain to me how this happened. The best explanation I received was that "Sometimes this happens." No one ever was able to explain why the hot surface igniter needed to be replaced. I am stuck with a furnace that now is in worse shape than when they arrived the first time. I was told there was a 100% satisfaction guarantee but this did not happen. Given my current situation, I'm looking for a repair or refund of at least the $386 hot surface igniter that no one was able to explain to me why it was necessary to replace. I would also like a repair of the circuit board because it was only damaged after they left.

  

  Business Response

  Date: 10/03/2023

  **************, we appreciate the opportunity you gave us to service your unit and are sorry that what has been done has not fully resolved the issues. When our technician was out on 9/7, he made the recommendations necessary to distribute conditioned air more evenly to the different levels in your home. On 9/15 he completed that work which included installing dampeners and replacing the existing humidifier. He completed a function check, and everything was working properly. We returned on 9/19, and the error code that was identified specifically referred to the Hot Surface Ignitor which was replaced at that time. Upon replacement, the technician verified the unit was functional without errors. On 9/20, we returned to the same error code and troubleshot down to the circuit board. We provided an estimate for the repair and a discount of 10% of the work which would account for the cost of the ignitor plus a little extra. You declined this offer. Based on the work done and the resultant error codes, our technicians did what they should have. There was no way to identify the circuit board without the replacement of the ignitor, and we offered a refund per your request.  ***********************, Client Relations Mgr

  Customer Answer

  Date: 10/17/2023

  [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: I do not believe you were honest with me about what caused the circuit issue. I also believe you installed the wrong igniter switch. I also believed that the "refund" you offered in the form of a discount on further work is bogus because I was able to get the same work done for $1200 less than the quote you offered. So no I reject the resolution. I believe you gave me poor service and overcharged. 
  
  Regards,
  
  *********************
  

  

  Business Response

  Date: 10/18/2023

  **************, once again, I am sorry that you were not satisfied with our service and resolution attempt.  We have explained the circumstances which led to the recommendation of each repair.  We have offered you what was fair from our perspective.  The ignitor switch we installed was verified as compatible with your system.  We offered you a 10% discount on the repairs for the circuit board, on top of additional discounts on any future services we might provide.  You decided to go elsewhere, and were able to find a cheaper option, then that is fortunate for you.  We do not advertise our services as the cheapest available.  We do offer a "100% Satisfaction Guarantee" which is to ensure that once all repairs are made, our parts and workmanship are warrantied for 1 year.  We will return as many times as necessary to address any issues with those parts or workmanship should any develop.  In this case, we added equipment (damper and humidifier) and replaced faulty components which were indicated by error codes and verified the system's operation prior to leaving your home.  There is no evidence to support the claim that there was no problem with the circuit board prior to our work.  Again, I am sorry if you feel that we provided poor service, were overcharged, and refused our attempts to resolve your issues.  I would be happy to leave open our offer of discounted services should you choose to allow us to service your home again.  ***********************, Client Relations Manager.

  Customer Answer

  Date: 11/03/2023

  [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: I still do not believe they acted in good faith to help solve my problem and I think the fact that grossly overcharge for their services needs to be recorded. It really is staggering. I believe their work is poor and their prices are too high and I was never satisfied with their work or explanations of services. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:09/15/2023

  Type:Service or Repair 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.

  In June 2022, I purchased a home with a ****** system installed by FH Furr in August 2020. FH Furr transferred warranty and service agreement to me and I was upsold on continuing the “Gold Plan.” My year of experience with FH Furr was unacceptable. The inconsistencies and unprofessionalism, the promised follow-ups never completed, the up-sales and mistakes caused significant trauma and other impacts. It prevented me from settling into my new home, caused damage to my property, created unreasonable inconveniences, and caused me to miss countless hours of work. The “inspections” included in the Gold Plan are not maintenance, they are up-selling visits. During one “inspection” FH Furr’s technician identified the insulation of the return duct should have been completed during their 2020 ****** installation. During another “inspection” they identified the HVAC system filter had been installed backwards by the previous FH Furr tech. I was promised a free filter but never received it. I was up-sold on the duct-cleaning. This first one was a no show—half a day wasted. When the duct cleaning was completed, it was a HORRIBLE, traumatic experience—damage to the home and massive amounts of black debris on belongings. FH Furr’s repairs didn’t match, so my new home’s walls and ceiling are blotchy. They sent their “duct cleaning expert” to re-clean. During this work they dumped a ton of debris on my heirloom wool rug. If I hadn't intervened to clean up their mess, they would have destroyed the rug. After consistently poor service by FH Furr, I paid to have two third-party evaluations by ****** certified HVAC companies. They determined the 2020 installation by FH Furr is not to ****** standards in several ways. Additionally, during one of the duct cleanings, FH Furr techs somehow disconnected two parts of the supply duct in the living room. This was discovered during one third-party evaluation and reconnected by the other.

  Customer Answer

  Date: 09/26/2023

  Hello,

  I've tried several times to upload my documents, but nothing happens when I click "Proceed." All three files are .zip, and they are all under 8 MB. Please let me know how else I can provide this information to you. I've been working on this for a couple of evenings now.  

  Thank you,

  ~*******

  Customer Answer

  Date: 09/26/2023

  I'm trying one file at a time.

  ~*******

  Customer Answer

  Date: 09/26/2023

  Sending one at a time seems to have worked. This is number 2 of 3.

  ~*******

  Customer Answer

  Date: 09/26/2023

  And this is number 3 of 3.

  Thank you,

  ~*******

  Customer Answer

  Date: 09/26/2023

  trying 2 of 3 again. it isn't showing up as an attachment in the list of messages.

  Customer Answer

  Date: 09/26/2023

  trying 3 of 3 again. 

  Customer Answer

  Date: 09/26/2023

  I apologize for all the troubleshooting messages. I figured out what's happening. On the original request for more information form it states, "maximum of 5 files - up to 8 MB in size each." Now, on this screen/form it states, "up to 5 MB in size each." I reconfigured my second two zip files to be under 5 MB and attached all four to this message. 

  ...Well that didn't work. I'll try loading one at a time. 

  Thanks again,

  ~*******

  Customer Answer

  Date: 09/26/2023

  this is now number 3 of 5.

  ~*******

  Customer Answer

  Date: 09/26/2023

  This is 4 of 5.

  ~K

  Customer Answer

  Date: 09/26/2023

  This is 5 of 5.

  It seems that it's only possible to load one at a time. I hope my troubleshooting will help you make some adjustments to the system so others can have an easier time. :)

  Best,

  ~*******

  

  Business Response

  Date: 10/03/2023

  ******************, I am sorry that you have been dissatisfied with our service.  To first address the "inspections" you have had issue with.  These inspections are required to be completed at least annually in order to maintain the extended warranty through Comfort Shield which was transferred to you by the previous owners.  The premise of these inspections is to ensure the major components of the unit are operating to manufacturer's specifications.  Our technicians will make any other recommendations based on what is found during these inspections - at no cost or obligation to you.  If you are not happy with our service, you may seek out another company to complete these inspections and maintain your warranty coverage.  You will be required to present evidence of these if you should need to have any warranty repairs throughout the expiration of the warranty plan.  To address the alleged installation issues, F.H. Furr installed an **** matched and certified system in the home per our contract with the previous homeowner.  The installation was to code and met the manufacturer's requirements (see documents attached).  The items you are asking us to pay someone else to do are not required and we will not be responsible for them.  We are very sorry about the issues with the duct cleaning.  A refund of the duct cleaning is understandable and we are willing to discuss this item.  Again, we are sorry that you have been dissatisfied with us.  Please feel free to contact me should you want to discuss this matter further.  ***********************, Client Relations Mgr

  Customer Answer

  Date: 10/26/2023

  Hello,

  I have a question about accepting versus rejecting.

  It took me following up many, many times to finally get to the point where we have the attached resolution. Today I received the filters, but I have not received either the refund for the duct cleaning nor the payment for the repainting.

  Not closing this case is the only leverage I have. Should I reject until I receive the payments? I'm not sure what the BBB's procedures are or what happens if I reject.

  Also, you will a part of the resolution about my reviews on social media and other platforms. Those posts are similar to the one I filed with BBB. Originally, they wanted me to take all of my reviews down. I refused and agreed to adding updates about a resolution being reached. Do they have the right to stipulate that as a part of this process? It seems like they are saying either you make us look better or you won't get any refund/resolution. I'd like your thoughts on this. 

  Thank you,

  ~*******

  Customer Answer

  Date: 10/27/2023

  Better Business Bureau:
  
  The attached resolution was reached. So far I've only received the filters. If the follow through on the other items the resolution will be acceptable. This is in reference to complaint ID ********. 
  
  Regards,
  
  *****************************
  

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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.

  January 2023,I paid FH Furr in full for a new HVAC system and installation, the sales person looked at my old system & removed the old thermostat cover to check everything out etc. the system was installed and checked/completed the tech assist. told me that i would not be able to use the fan only on the thermostat as it wouldn't work i asked him to explain to me what he meant and would the system work properly he assured me that i would have no problems & the system would work as it supposed to 6 months later in June I tried to use the air conditioner & it wouldn't work it made loud noises & no air was coming out i called FH Furr and had to wait almost 2 weeks for them to come out while the temperature was in the 90s, once they came out the 1st tech was unable to fix it,the fan motor wasn't working it had to be replaced the 2nd tech told me wiring to the thermostat needed to be done i received a price for 600+ dollars to have the wiring done i was told the service manager would be in contact with me the next day i heard anything, i constantly called the representatives called left messages & emails no response called & left messages with client relations they only called back when the rep manager said she would be monitoring to see if someone called back i received a call that same day & explained the situation & was told that the tech must have missed the wiring, etc. which has nothing to do with me as they are professionals and should have noticed what was need, i was told they would talk to the service manager and again i never heard anything back, again i constantly kept calling the office to find out what was going on the reps left messages & emails again to the clients relations I heard nothing until i wrote a review on the BBB the client relations manager called me with excuses as well they missed the wiring, telling me my old system was not working when it actually was i have proof etc. he asked me to give him that day or next to call me back & he never did

  

  Business Response

  Date: 10/05/2023

  ******************, following your review and our discussion, we returned to your home and installed a new thermostat which is compatible with the existing wiring configuration in your home.  We completed this at no charge.  I apologize for any inconvenience we caused by not doing this at the time of installation.  Thank you for allowing us to make this right.  ***********************, Client Relations Mgr.

  Customer Answer

  Date: 10/19/2023

  [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

  Date:08/28/2023

  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.

  Friday, June 23 scheduled emergency plumbing service with ***************** on Friday, June 23 for leaking water heater. Plumber #1 replaced T&P valve. Discussed issue with excessively hot water in the house. Paid $400 for repair and service call Monday, July 17 scheduled follow-up service with *************** due to a new leak from water heater pipe. Plumber #2 replaced pipe section with leak. Discussed issue with excessively hot water in the house. Plumber #2 adjusted the water heater temperature to A. Paid $850 for repair.Wednesday, July 19 scheduled follow-up service with ***************** due to new leak from the repair on 7/17. Plumber #2 replaced larger section of pipe. Plumber #2 left pipe dangling off the wall. Water damage from two leaks needs to be fixed. Also, discussed issue with excessively hot water in the house.Monday, July 31 scheduled follow-up service due to excessively hot water. Plumber #3 tested temperature of water at sink. It was 156 degrees when it should not have been above 125 degrees. Plumber #3 advised that we needed two new parts for the water heater that was purchase in 2020. He also said it was unsafe to leave the water heater on and turned off the hot water to the house. Would try to get the parts in by Wednesday (2 days).Made several calls to ***************** over the next two weeks while we were without hot water.Friday, August 11, Plumber #4 arrived with one part. Plumber #4 did not seem to have the history of the issues. Plumber #4 observed that the water heater installation is missing a mixer and the installed vent pipe is not to code. ***************** purchased ********** Heating and Air who installed vent pipe. Postponed service to talk with general manager, ***********************. General manager agreed to fix the acute issue to return hot water to the house and address the mixer, vent pipe, and repairs from water damage due to leaks second.Monday, August 14 Plumber #4 returned to replace part on water heater. General manager stopped returning my calls.

  

  Business Response

  Date: 09/19/2023

  **************, I thank you and your wife for taking the time to speak with me regarding your concerns.  I am very sorry that you have had to deal with these issues following our service work.  I have been in communication with our branch manager, *********************** and we are working to get our best plumbing technician out to your home to document and rectify your concerns.  You will be hearing from our dispatch team to coordinate scheduling.  You have my contact information.  Please do not hesitate to reach out to me as we work to ensure your satisfaction with these repairs and remediation of your home.  ***********************, Client Relations Mgr.

  

  Business Response

  Date: 10/05/2023

  **************, I have responded via email to the status of your complaint and seeking reimbursement for repairs to your home.  I have advised that although we did return to your home to investigate the leak, we cannot assume liability for the previous company's alleged faulty workmanship.  Our acquisition was based on "assets only" and ***************** will no assume responsibility.  Any damage claim would have to be filed against the previous owners.  I am sorry for this being so complicated.  If I can assist in any other way, please feel free to reach out.  ***********************, Client Relations Mgr.

  

  Business Response

  Date: 10/26/2023

  Please see the attached documentation of the purchase agreement.  In paragraphs 1.6 and 1.7 are the agreed upon assumption of liabilities.  The customer's water heater and resultant work was performed by ********** on 9/25/2020.  The warranty information noted on the customer's account states: 6 year warranty on water heater, 1 year parts and labor.  The warranty provided for parts and labor expired 9/25/2021.  The water heater itself is warrantied until 9/25/2026.

  Customer Answer

  Date: 11/06/2023

  Please re-open this complaint. I have been dealing with a family emergency in addition to the plumbing issue. ***************** is dishonest in their response. **** told us on three occasions that they had filed a claim with their insurance company. This turns out not to be true. They failed to return phone calls or respond to emails on multiple occasions.

  We're seeking legal advice.

  Customer Answer

  Date: 11/07/2023

  [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:

  Date Sent: 11/6/2023 8:27:14 PM
  I have been dealing with a family emergency in addition to the plumbing issue. ***************** is dishonest in their response. **** told us on three occasions that they had filed a claim with their insurance company. This turns out not to be true. They failed to return phone calls or respond to emails on multiple occasions.
  
  
  Regards,
  
  ***********************
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/08/2023

  *** ****** my apologies.  We cannot assume liability for another company's workmanship.  The process to open a claim was begun and stopped as soon as I was made aware that liability was not transferred to F.H. Furr.  There is nothing further that I can provide in regard to this matter.  **** *******, Client Relations Manager.

  Customer Answer

  Date: 11/09/2023

  [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:
  

  Work performed by F.H Furr plumbers (June 2023 through October 2023) was substandard and caused multiple leaks. I have pictures/video and a timeline of calls to F.H Furr to return fix the mistakes caused by F.H. Furr plumbing. I also have a ******* estimate from July 21 to fix the damage. The attached pictures show the wall humidity readings from July 21, 2023. You were made aware of these issues and assured us on several occasions that the damages caused by the F.H. Furr plumbers would be fully remediate and we would be made whole. This has not happened yet. 
  
  
  
  Regards,
  
  
  
  ****** *****

  

  Business Response

  Date: 11/13/2023

  *** *****, I understand your perspective.  However, I have photos demonstrating repairs to a leak in 3/4" PVC pipe which was related the the water heater install by Short Pump.  As per our purchase agreement, it was an asset only purchase and no liability for workmanship performed by ***** **** was assumed by F.H. Furr.  I have done what I can do to make the previous owners aware and asked that they reach out to you.  Our legal team has advised that due to non-disclosure terms in that contract, I cannot release any additional contact information.  Your recourse is with ***** ****.  I am sorry that I cannot assist any further.  **** *******, Client Relations Manager

  Customer Answer

  Date: 11/14/2023

  [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: 

  F.H. Furr technician, ***** ******* diagnosed the problem with the extreme of the water heater was a faulty gas valve. ***** ******* also said that the previous two F.H. Furr plumbers should have diagnosed the problem because of the error code on the gas valve. The leak occurred after the the initial service call and before the gas valve was replaced under warranty.

  Those are facts. Not a point of view.
  
  
  
  Regards,
  
  
  
  ****** *****