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.

  20145 Ashbrook Pl Ste 110 Ashburn, VA 20147-3375

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

  8560 Cinder Bed Rd Ste 700 Lorton, VA 22079-1485

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

  1661 S DuPont Hwy Dover, DE 19901

• 

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

  37058 Roxana Rd Selbyville, DE 19975

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:05/23/2023

  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 are seeking compensation for the freon explosion and damage to our HVAC system that occurred while an F.H. Furr technician was servicing our unit in late February 2023. The freon explosion occurred while the F.H. Furr technician was in our attic changing the system’s filters for a routine service call - a sudden explosion occurred, rapidly covering our house in freon and setting off the fire alarms.Following the explosion, our system was no longer functional. Our home warranty company arranged for a third-party HVAC company to perform a comprehensive leak test. Based on the test results, the ** technician determined that there was a "leak within the evaporator coil from the low side pipe connected to the service valve" and that the damage resulting in the sudden release of all of the freon in our system was caused by an accident and not normal wear and tear, and consequently denied coverage.(Of note, the pipe is located close to where the technician would have been moving to change the filter.) F.H. Furr then sent its own team to evaluate and issued a report noting that this "appears to be a situation where the coil coincidentally ruptured during our visit." We submitted F.H. Furr's report to the home warranty company for review and the warranty company stands by the results of its leak test. We then contacted another highly-reputable HVAC company to assess.The company noted that they have never had a technician onsite with such a "coincidental" rupture, that leaks from normal wear and tear are slow and not explosive and that such a sudden explosion of freon would require some form of tampering - accidental or not. The explosive nature of the "rupture," the fact that the pipe entering the system is right where the technician would have been stepping/kneeling to change the filter, combined with outside assessments finding that the explosion was caused by accidental damage, should result in F.H. Furr taking proper responsibility. WO# ***********

  

  Business Response

  Date: 05/31/2023

  **.& *****************, thank you for taking the time to communicate with me regarding the issue with the evaporator coil in your HVAC system.  During our inspection conducted on 2/21/23, the technician identified a dirty/clogged filter and that the coil was leaking.  The leaking coil was identified due to a lack of refrigerant in the system. It was during this visit that the coil ruptured during his inspection.  Most of his work was visual and did not require him to touch the coil. Following this appointment on 3/10, a field supervisor was dispatched to review the problem and attempt to identify the cause of the rupture.  His report stated the following, Checked attic system. Has no refrigerant in system. Added nitrogen to locate leak.Found upper slab of a-coil to have a large leak in center pass of coil. This is not accessible or repairable.  It was said that this could have been an accident caused by tripping over lineset piping. The area of the leak is isolated from the lineset and could not have been caused by disturbing the lineset. I see no evidence that any piping or areas of the coil were disturbed. Conversely, the home warranty company has stated the following, Failure:found no Freon in the unit. Homeowner states they had an outside tech change their filter & after that homeowner smelled Freon. Leak detection completed and found a leak within the evap. coil from the low side pipe connected to the service valve (has been pushed in and broken off) - unit is in fair condition; Recommend replacing evap. coil.  The pictures that were supplied by the warranty company do not effectively depict this.  Based on the conflicting statements, and lack of photographic evidence, I cannot assume liability or offer compensation as you have requested at this time.  ***********************, Client Relations Manager

  Customer Answer

  Date: 06/06/2023

  [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’s response does not resolve our complaint. It does not address why our system exploded while their technician was servicing our system. It merely deflects responsibility for the damage by offering a series of misleading statements. The results of the independent leak test are sufficient to establish FH Furr’s liability.   
  
  FH Furr’s statements regarding a pre-existing leak and “lack of refrigerant” are irrelevant and misleading. FH Furr notes that the technician identified a leak and a “lack of refrigerant” in the system. Given that this explosion resulted in the entire first floor of our house being covered in a visible layer of freon fog, setting off the fire alarms on all levels of the house, there was clearly a substantial amount of freon in the unit. During a call to discuss our complaint on 5/25/23, FH Furr’s rep admitted that a pre-existing leak cuts against an explosion as it would have, in fact, helped any pressure build up naturally filter out of the system. As noted in our complaint, the additional HVAC company we consulted confirmed that leaks from normal wear and tear are slow and not explosive in nature. 
  
  Further, the independent leak test is sufficient to establish FH Furr’s liability. The test identified the location of the leak - a broken pipe connected to the coil, not caused by normal wear and tear. The leak test findings were subject to a second level of review during the home warranty company’s appeals process. FH Furr also fails to address the fact that this damaged pipe was right where the technician would have stepped to change the filter. 
  
  FH Furr’s attempts to discredit the independent leak test are unfounded. FH Furr critiques the pictures that were readily provided by the ** HVAC company to support the leak test’s findings, yet its own report includes NO pictures to support its conclusion that the explosion was a coincidence. Given the report’s absence of supporting evidence combined with the report’s inherent bias, the BBB should place little weight on FH Furr’s report. 
  
  During a call on 5/31/23, FH Furr’s rep stated that the company’s inability to inspect the unit a second time is problematic. FH Furr waived its right to inspect the unit a second time by intentionally failing to respond to our multiple attempts to communicate with them. We waited over 6 weeks following our last follow-up communication before filing our complaint. Weight should not be given to their inability to inspect the unit a second time as this was caused by their own failure to respond.

  Regards,
  
  **** 

  Customer Answer

  Date: 09/26/2023

  
  Good morning:
  I am writing to provide follow-up information for BBB complaint ********:

  (1) Third Party Investigation Report: DMV Appliances and Repair, LLC conducted an independent assessment of the HVAC system and leak test. DMV Appliances’ results were then furnished to ***** ******** Home Warranty (**HW). The results are reflected in email correspondence, attached as Exhibits A, B and C. Exhibit C notes the findings: “Leak detection completed and found a leak within the evaporator coil from the lowside pipe connected to service valve (has been pushed in and broken off) - unit is in fair condition.” 
  
  Please also note the following: (1) Based on several conversations with **HW, there is no formal report, but rather the results are contained as notations in their work system that are conveyed via email, letter and so forth; (2) Pictures taken by *** Appliances and Repair are also attached as Exhibit D (Email to JH at F.H. Furr); (3) Note that F.H. Furr’s quality control technician took pictures during his assessment of the system, but failed to include any pictures in his report. Customer Relations at F.H. Furr confirmed that pictures were not available for their review either.    
  
  (2) Home Warranty Report: See above. 
  
  (3) Repair Orders: Our understanding is that the unit needed to be replaced. All parties appear in agreement - see F.H. Furr in Exhibit F noting that the unit needed to be replaced. (Reached 5 exhibit maximum, please let me know if I can email this to you). 
  
  (4) Any other paperwork:  
  (A) Please see attached email chains with F.H. Customer Relations Department evidencing F.H. Furr’s failure to respond to our follow-up correspondence. Please note that these emails do not reflect the additional calls made to, and voicemails left with, F.H. Furr, which they did not respond to - for a lengthy period of time - until our BBB complaint was filed. See Exhibit E. 
  (B) *********** ******* ******** Heating & AC also provided an additional in-person assessment of the system and discussed what was noted in our correspondence re: how leaks are slow and not explosive etc. The results were not captured in a formal report, but were given verbally at our place of residence after inspecting the unit. 
  (C) During my calls with ***** from F.H. Furr Customer Relations, I took notes, which support his statements noted above in my prior correspondence with the BBB and should be considered present recollections recorded. I can furnish these upon request (reached maximum 5 attachments allowed). 

  
  

• Initial Complaint

  Date:05/22/2023

  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.

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

  

  Business Response

  Date: 05/22/2023

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

  Customer Answer

  Date: 06/02/2023

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

  This issue can be resolved.

• Initial Complaint

  Date:05/15/2023

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

  

  Business Response

  Date: 05/15/2023

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

• Initial Complaint

  Date:05/03/2023

  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 the Spring of 2021, I had F.H. Furr completely replace and install a new ****** HVAC (furnace as well as heat pump) in my townhome in South Riding, VA. Total cost was nearly $25,000. In the two and a half years since owning the equipment, I have spent nearly $3,000 on 'immediate needs' and 'preventive maintenance.' This Spring, a technician once again came out for my semi-annual inspection and quoted me $2800 'immediate needs' maintenance. I have trusted F.H. Furr in the meantime to do multiple jobs in my house, including electrical as well as plumbing work. I have spent over $10,000 with the company on a new hot water heater, an electric car charger, etc. I have come to believe that F.H. Furr's business practices are predatory in nature. They 'warranty' their HVAC work with a 10 year parts and labor, but yet I am spending thousands every year to 'maintain' the equipment. This is a win-win for Furr - if I pay these outrageous maintenance prices every year, the chance of them having to honor ANY warranty is lessened, and I continue to fall for this gimmick. The technician that recently visited my home told me (QUOTE): 'The upstairs unit appears to be pulling air from the attic, due to a bad tape job / installation. That needs to be fixed.' He then wrote me a quote for hundreds of dollars to 'fix' the installation job that Furr did two and a half years ago. This is absolutely wrong. Furr should stand by their work and actually honor their warranties. I am filing this BBB report in addition to speaking directly with the business in the hopes that future customers will be wary of dealing with Furr. I am requesting a full repair of all system deficiencies and addressing of my warranty, or full replacement of my HVAC system.

  

  Business Response

  Date: 05/11/2023

  ****************, I appreciate having had the opportunity to work with you and resolve the issues with your system.  Should you require anything further, please feel free to reach out to me.  ***********************, Client Relations Manager.

  Customer Answer

  Date: 05/17/2023

  [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. 
  

  My comments regarding predatory pricing and recommendations from the company are unchanged - but I cannot in good faith keep my 'complaint' open as the business was communicative in 'resolving' issues as they saw them.

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

• Initial Complaint

  Date:04/24/2023

  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.

  April 8, 2023 F H Furr sent a repair man to fix furnace not working. April 17, Easter Sunday they sent out two repairmen to install an igniter. They could not get the furnace to work. On Monday, April 18 they sent two repairmen, one who was an expert. He found the previous repairmen had bent a vent which needed to be replaced. That part would not be available until May 4. We have been without heat since April 8. Contacted customer service rep at F. H. Furr-no response. My wife has ********** Disease and is confined to her bedroom during the cold evenings and mornings-we use a space heater. We would like F.H. Furr to be more responsive to our request for service and fix the damage to the furnace.

  

  Business Response

  Date: 05/11/2023

  **********************, I am sorry that we have had issues remedying your system and the impacts this has had to your wife's health.  Since our conversation on 5/9, we have been able to apply a temporary fix and receive the part as of last night.  We are working to schedule the permanent fix to your system as soon as we can.  Your patience while we are working towards a permanent resolution is greatly appreciated.  ***********************, Client Relations Manager.

• Initial Complaint

  Date:04/22/2023

  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.

  On April 18, 2023 a technician from FH Furr came out to my house to flush my hot water heater as part of a FH Furr promotion. Included in that promotion was a FREE plumbing inspection. During the inspection the technician uncovered several items which were going to need attention in the future. He listed the items (4 of them ) and gave us an estimate of what each one would cost based on doing each one as separate service calls since not all of them needed to be done immediately. He went over each with us. He told us he had all the material on his truck to do these while he was here, saving us time and money. Especially since he was already doing the hot water heater flush which drained the hot water heater. Based on this we told him to go ahead and do these items. When he was done doing all the work he submitted his information to FH Furr for billing. He told us we would receive a new invoice. When we received the new invoice we discovered that we were being billed for each item as if it were a new service call instead of work that was done by the technician when he was already here. Especially the replacement of the hot water expansion tank. This item, had it been a new service call would have required the draining of the hot water tank, which had already been done as part of the hot water heater flush. Since this was done it took the technician less than ten minutes to replace a $ 50 expansion tank. Yet I am being charged $ 695.33 !! for this. I don't understand how this billing is correct since none of this was done as separate service calls. I feel like I was scammed, conned, mislead and taken advantage of with false information

  

  Business Response

  Date: 05/10/2023

  ****************, I am sorry that there was miscommunication regarding your billing.  Our plumbing service visits are free to have the technician come to your home.  However, once you are given an estimate, all the services billed are at flat rate pricing.  No matter how many visits, you would always be charged the same price.  The only caveat to this is that the estimate would have only been honored for 30 days.  If any of these recommendations were followed up with beyond that, then the pricing would have been re-evaluated to be sure it was current.  Per our conversation on 4/25, you were refunded the purchase price for your Preferred Partner Membership while retaining your membership benefits.  I also initiated a refund of $218 for the services that were provided by our plumber.  I apologize for the delay in receiving the refund as this was due to a clerical error on our part.  The error has been corrected and the refund should be received by 5/16 at the latest.  Again, I apologize for any misunderstanding we may have caused and appreciate the opportunity to serve you.  ***********************, Client Relations Manager.

  Customer Answer

  Date: 05/16/2023

  [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:03/27/2023

  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.

  FH Furr was a reputable family-owned business until July 2022 when the family sold the company to **** ******* ********, a private equity firm that is not located in Virginia but in California or Florida. I believe it is wholly misleading to continue to advertise and purport to be a "family-owned" local business when private equity investors are the owners. I have noticed a deterioration in service e.g. it is impossible to speak with anyone at the company without going through a call center which cannot get the company too respond. I've also noticed an uptick in advertising by FH Furr as a family owned business - I see they are even advertising on BBB! Customers should not be misled about the ownership status of the company. Yes, to me, "private equity" is bad news: they capture rather than create value. The young technician who came today was not the technician who was scheduled and so I have to reschedule so he can return with the technician who knows my system. Lack of attention to detail in support of customer service are hallmarks of private equity. I believe the BBB should look into why FH Furr public still advertises as a family-owned business serving the DMV area of Washington DC, Virginia and Maryland. The local staff are unable to respond to customer concerns as the ownership is remote and resides in another part of the country. BBB should stand for improving business, not allowing the the little guy be taken over by hidden interests.

  

  Business Response

  Date: 05/05/2023

  *******************, I thank you for taking the time to document your concerns.  In this case, we have no intention of misleading our customers.  We have retained the same core values that ******************* established when this company was founded.  With our recent expansion, we have been addressing our advertising and infrastructure to ensure we continue to accurately describe our business and maintain our reputation.  We are hiring, training, and retooling our organization to better handle the increased workload and apologize if we have not gotten to all these issues in a more timely fashion.  I can assure you that we strive to continue to be Absolutely the Best in all aspects of our business.  As we have been serving you since 2016, we hope that you will continue to look to us for any service you may need in the short and long term.  ***********************, Client Relations Manager

  Customer Answer

  Date: 05/24/2023

  [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.  The company needs to drop the phrase family-owned.
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:03/13/2023

  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 2/22 I paid $965.92 to have a technician perform a repair at a rental condo where the tenant was experiencing inconsistent water temperatures. The technician replaced 2 shower cartridges based on a diagnosis he had made earlier that week. The following week the tenants informed me the issues persisted and so the same technician returned a third time to re-diagnose the problem. A voltage issue was identified in the upper thermostat element of the water heater and the technician provided me additional quotes and options to address the problem. I requested that the value of what I had paid already be applied towards those options. The technician escalated my request and the manager could only offer me a $500 discount. I felt this was not acceptable and requested a refund so my claim was escalated to customer relations who instructed me they would contact me within 1 business day with a response. The following week I made attempts to contact the staff in customer relations but no one answers my calls and no attempts to contact me have been made. I would like a refund due to the fact that I paid for parts and labor that I did not need. I only agreed to have that work performed on the basis of the report that the technician provided me. I had to pay a different company to come out to correctly diagnose the issue and remediate it due to the professional and technical negligence of F.H. Furr. The original verbal report that the technician provided to me made no mention of uncertainty in addressing the problem. I have no way of determining the cost for the diagnosis, labor, or parts because the invoice information is lumped into single sums which obfuscates the cost information which I felt was in excess of the $500 credit offer. I consider the business practices of F.H. Furr to be borderline fraudulent, predatory, and exploitive in nature despite being a returning customer.

  

  Business Response

  Date: 04/07/2023

  **. *********** I am sorry that you had a poor experience with our plumber.  On 3/8 we spoke regarding your experience and agreed that a partial refund would be awarded.  On 3/20 you were refunded $483 - half of the charges for the repair.  It was explained that we charge a flat rate based on associated tasks for all the work we do.  We do not have any itemized billing codes that would separate labor and parts costs.  On the day of the visit, the plumber checked all the faucets and only found the showers to be slow to get hot water.  He assessed that the replacement of the shower cartridges would resolve the issue.  When the issue remained, the plumber returned and investigated the water heater - since there was hot water previously, this was not suspected as the primary cause of any issues.  There are logical steps in every troubleshooting effort based on the presented issue.  Even when those steps are followed, the fix is not 100% sure to resolve the issue.  During our conversation, I also offered a credit of this previous service toward any other repairs but you declined my offer.  I am sorry that you were not satisfied with this experience.  I can assure you that there was no attempt to defraud or exploit you - you were made aware of the cost of repairs and had the option not to move forward prior to work being done.  Predatory pricing is defined as a business deliberately setting prices unrealistically low to eliminate their competition.  This is not something that F.H. Furr is a party to.  We appreciate that you had utilized our services prior to this and that you sought us out again.  I am sorry that you were dissatisfied with the service and my efforts to remedy your dissatisfaction.  If you should ever consider using us again, we will look forward to having the opportunity to provide the best service possible.  ************************ Client Relations Manager.

• Initial Complaint

  Date:03/13/2023

  Type:Customer Service 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’ve contacted FHFurr to resolve a failed inspection for an electrical box installed along with complying with my request to supply a previously unfinished basement with heating and cooling insulation that would be going under construction to be finished soon thereafter. Today, our basement is 50% complete and when my contractor scheduled the inspections for the plumbing and electrical work his company performed, the inspector failed the heating and cooling duct work installed stating that we needed a mechanical permit, in addition the newly installed electrical breaker box failed inspection. We called FH Furr on December 15, 2022 to advise of the issues. We were unable to receive a detailed copy of what failed because we did not request the permit. FH Furr claims that because they only installed duct work, a permit was not required. I am concerned that they recommended a solution that was not up to code for a finished space and now they are not returning calls or following up. Due to make numerous complaints involving the contracts department with ****** ******, ******* *******, and ***** *******, as of 3/12 we have only gotten as far is getting the permits reissued for the electrical and mechanical, three months later when permits only take a few days. Additionally, next steps are for FH Furr to obtain what needs to be fixed from **** ******* county, schedule a tech to complete the repairs, follow by the scheduling of a reinspecton that passes so that I can have my contractors move forward on the completion of the basement. This negligence has pushed the basement completion timeline back three months so far and I will be out of contract soon. FH Furr refuses to respond and promptly resolve this issue. We’ve consulted this company to complete a job and they have failed to deliver. We are requesting that they resolve this matter ASAP.

  

  Business Response

  Date: 04/07/2023

  ***************, I have reviewed the situation per your complaint.  Our Contracts department has confirmed that we received a passing rough and final inspection of the electrical subpanel and breakers we installed as of 3/15/23.  The ductwork had a rough inspection completed and passed on the same day 3/15/23.  The final inspection was canceled by the county inspector.  We are in the process of communicating with **** ******* County to have this corrected.  I have called you today and left a voicemail with this information.  Should you require anything further from F.H. Furr, please feel free to contact me directly.  **** *******, Client Relations Mgr.

• Initial Complaint

  Date:01/31/2023

  Type:Product 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 them to replace a shut-off valve in my home in 2022. The cost was $129.00 for the replacement less a coupon of $49.00. I hired them to replace the other outside valve on my home in January 2023. They charged me $522.00 for the same exact work and would not apply a coupon that was discussed during my scheduling communication. How does this kind of price increase occur with the same company and the same absolutely repair item?? A total rip off from this service.

  

  Business Response

  Date: 02/27/2023

  *******************, I have reviewed your account and found that we performed two plumbing services for you: a water heater flush for $49 on 9/13/22 and a shut replacement for the leaking outdoor hose bib on 12/27/22.  During the visit for the water heater flush, you were qualified for a $50 savings card towards a future service.  I can see that it was not applied by our technician during his visit on 12/27/22.  I am happy to have that applied to the invoice and a refund issued to your original method of payment.  I have attached the invoices from those visits.  I have no record of an invoice or estimate to replace a shut off valve on your account.  If you have anything from us stating otherwise, please feel free to reach out to me directly and I can address the matter.  We do appreciate your business and I look forward to helping resolve this matter for you.  ***********************, Client Relations Mgr.