Cookies on BBB.org

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Share
Business Profile

Heating and Air Conditioning

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

Headquarters

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 a Location

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

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

    Country
    Please enter a valid location.

    Customer Complaints Summary

    • 101 total complaints in the last 3 years.
    • 43 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/27/2023

      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.
      In November 02 2019 I purchased for some $15,000 a ******* Heat Pump System from ********, a heating, cooling, plumbing and insulation company based in Laurel, Md. There were several problems with water leakage in the first year from faulty installation which the company mostly took care of. *******'s was acquired by FH Furr, headquartered in Manassas, Va. last year (2022). Two months ago my system started to make a strange noise. Another company diagnosed the problem as follows: The current unit has a bad blower with failed bearings. The access panel for this unit is on the bottom, as the unit is intended to be hung from the ceiling/roof. Per the installation instructions, the unit is required to have 11” of clearance beneath to access this part of the cabinet, but the unit only has about 4”. Also the installing company did not file for the 10 year warranty. And the unit was three years old when installed. In conclusion, the unit was installed improperly with inadequate clearance from the bottom making it impossible to repair. FH Furr has refused to take any responsibility for the problem saying it has no obligation for *******'s prior mistakes. FH Furr's technician, who came to see the problem, has acknowledged that it is improperly installed.

      Business Response

      Date: 03/14/2023

      ***************, we are very sorry that there was an issue resultant from a bad installation of your HVAC unit.  F.H. Furr is not liable for any issues that may have been caused from installation which occurred nearly two years prior to our acquisition.  There were no valid transfers of service agreements or workmanship guarantees resultant from said acquisition.  Any corrections to that install would be chargeable by F.H. Furr at this point.  Any further complaints regarding your installation should be directed to the previous owners of *******'s.  Greg B******, Client Relations Mgr.
    • Initial Complaint

      Date:01/18/2023

      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 retained F.H. Furr to do electrical work in my condo-specifically to swap out recessed lights as well as light switches and outlets in my home. The work was ultimately scheduled to be completed on November 22, 2022; the technician appeared as scheduled. After completing the work on the recessed lights and the light switches, the light switches were not functioning properly. The technician explained that due to the time of day--it approximately 8:00 p.m., he would have to return the next day to attempt to fix the lights. The technician stated that he would also speak with his supervisor as he wasn't sure why the light switches were not working. The technician returned on November 23, 2022 and was unable to fix the light switches. The technician essentially shrugged and said there was nothing he could do. I would also like to note that the technician damaged nearly every single wall that has a switch and outlet on it. I called another electrician and scheduled them to come to my condo on November 24, 2022. The electrician appeared as scheduled and was able to fix one of the switches; the electrician explained that the previous electrician had made a "rookie mistake." Due to the me having to catch a flight on the same say, the technician did not fix all of the switches on 11/24/22. I contracted FH Furr and advised them what happened and requested a refund, I also ultimately explained that the electrician damaged my walls and even sent them an invoice from the drywall company I retained. FH Furr initially refused to refund the $1,604.67 I paid. I would also like to note that the amount was not the correct amount and the work description on the invoice was incorrect. At the time my request for a refund was denied, FH Furr also advised me that there would be a charge to have another technician come out and correct the mistakes made by the first electrician. Then why said that could send out another electrician but refused to pay for the damage done to my home.

      Business Response

      Date: 02/05/2023

      This customer was never charged for installing the light switches in question.  His invoice was for work done on recessed lighting - original estimate was given for $1590.72 (to "replace each additional customer provided trim and lamp on existing recessed fixture.") on 11/3/22.  This estimate included a 15% discount if the customer enrolled in the Preferred Partner Plan at the time of sale.  On 11/22/22, the technician returned to complete the work and billed the customer $1604.67 for the same scope of work, place the first monthly installment of $13.95 for the PPP.  There were no charges for the extra work the technician performed, and therefore nothing to be refunded.  On 11/30, I explained to ******************** that we would stand behind our labor and would discuss a resolution further upon his return from vacation abroad on/about 1/5/23.  No communication happened to follow-up after that date from either side.  Pictures that were submitted show the rough/unfinished edges that are typically found behind electrical outlet covers and light switch plates.  They were not conclusive enough to demonstrate damage from the technician.  However, in an email I sent on 12/1/22, I did offer to have the drywall repaired by F.H. Furr.  The light switches the technician attempted to install were smaller than the originals.  Since the credit card charges were disputed, there is nothing that can be currently refunded.  I have sent an email to the customer requesting follow-up communication begin on 2/6/23. - ***********************, Client Relations Mgr

      Customer Answer

      Date: 03/01/2023

      [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:
       
      The Company is still refusing to take accountability for the damage done to my home. I previously sent the Company a non-exhaustive set of photos illustrative of the damage done to my home. The photos show actual damage (including a hole in one instance) done to my home and not "rough/unfinished edges typically found behind electrical outlet covers and light switch plates." As I previously explained to both the technician and the Company, I hired a contractor to perform finishing work around the electrical outlet covers and light switch plates; this work was completed on November 21, 2022 in anticipation of the technician's visit on November 22, 2022. As I explained in an email to ****************, I paid the contractor $550.00 total for the drywall work that was completed on November 21, 2022; hence there were absolutely no "rough unfinished edges"  behind any of the electrical outlet covers and light switch plates.[ In contradiction of the Company's response, the technician did not return on November 22, 2022--11/22/22 was the first visit and the technician returned the next day, November 23, 2022 to attempt to correct his faulty work.] The Company's contention that they offered to repair the damage done to my home is misleading--the Company stated that I could pay for them to repair the damage that they did to my home. I sent ****************** emails on November 30, 2022 and December 1, 2022; ****************** never responded to my emails. ****************** sent me an email on  February 5, 2023--only because the Company received my BBB complaint. I also responded to that email and have yet to hear back from ******************. It continues to be my position that the Company must reimburse me for the damage done to my home--in addition to the drywall repair, it will now also be necessary to do painting work as the paint base used on my home by the developer of my condo is no longer in use (i am awaiting a quote). Along with the aforementioned emails, I am also attaching an invoice for the repair work performed by a contractor on February 1, 2023.

      Regards,

      ***************************
    • Initial Complaint

      Date:01/16/2023

      Type:Sales and Advertising 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.
      Last July I came home to an area of my garage where water damage had occurred from a leak in my bathroom. I called FH Furr and the sent their plumber out, ******* *******. *** ******* came in an assessed the situation and stated that me and my wife should not spend the night here as we could get sick for the mold. *** ******* went outside to his van and called a Maryland based company, ********* ************. They came in and did not do the work that I authorized and were not willing to talk about my bill and now we are in litigation. I was wrong for trusting FH Furr the recommend an outside vendor. When I called FH Furr to complain about the company they recommended and to warn them no to recommend this company to other customers and they told me that they would continued that practice and not investigate what happens to me and the treatment I received from ********* ************. FH Furr plants all of these commercials throughout the DMV on all local networks, but they do not take care of their customers when they need them most. I trusted FH Furr th recommend a good company to help me an my family in our time of need and it seems like they care about their partnership with ********* over caring about really finding out what happened to me and how I was wronged. I do not want this to happen to any other consumer that trusts FH Furr to help them when in an emergency situation. I am switching my home AC and plumbing to another firm that cares about their customers and the entities they recommend to them.

      Business Response

      Date: 02/09/2023

      ************************ complaint was in regard to water remediation services which he authorized.  Our technician made a referral to ******** ************ with the customer's knowledge.  ******************** authorized Tristate to complete their work and entered litigation with them over their pricing.  F.H. Furr cannot take responsibility for another company's pricing.  ***********************, Client Relations Mgr
    • Initial Complaint

      Date:01/09/2023

      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 paid $13K to *** air/heat contractors (**** ********) to install a mini split and hi-velocity hvac system; the work was completed in late december 2021. fh furr bought R&B and i was notified as a customer approx nov 2022. my hvac system failed on december 28, 2022, approx 1030pm. i contacted both r&b (remaining staff) on december 29 to schedule service, but was only given a jan 5 date. (for the interim, i had another service come to check the units bc they could come before jan 5). during the january 5 inspection, fh furr advises they can't diagnose the unit and don't service my brand of equipment anyway, so i would be left without recourse. incidentally, i had a 1-year service contract from the 2021 purchase that came with free inspections; because i had not used it, the contract was extended for an additional year, and fh furr agreed to maintain it. however, what use is a service contract on equipment they don't / won't service? for a 13-month old system, i feel VERY regretful for my purchase, but even more cheated by furr not providing expertise for my equipment even though they own my old contractor now (and so, what else am i to do), forcing me to pay out of pocket for what should be warranty work. oh, and 13 month old hvac systems shouldn't be dying with normal use in the first place! for remedy, i WANT to roll back time and make a different purchase decision; in the alternative, i feel like some partial refund should be due for what is bad / faulty equipment since i can't ever expect the responsible contractor (furr) to ever provide current or future service. happy to provide more info, please contact me.

      Business Response

      Date: 02/16/2023

      ************************, I have reviewed your account and spoken to our service manager.  There was some miscommunication, and we show that we agreed to maintain our service obligation to you until March 2023.  We are working to finding a solution and will ensure that we send a technician to your home to service your equipment.  ************, Client Relations Mgr

      Customer Answer

      Date: 03/07/2023

      [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:

      the business purports that there was "some miscommunication" and that they "agreed to support my equipment through march 2023." i do not know what miscommunication is referenced. in my last conversation with this company, i was informed of the following:

      - i have a "service contract" that is valid through march 2023.

      - the equipment covered under said contract is NOT SERVICED BY THIS CONTRACTOR.

      - as a result of the contractor NOT servicing my equipment, the contractor REFUSED to send a technician and, instead, offered to find a list of area companies that do service my equipment to which i could be referred. HOWEVER, no such referral would in any way be impacted by my existing service contract for my equipment, including that any service costs from any referred company would be solely mine to incur. FH furr fulfilled that request. 

      at bottom, FH FURR has sent a deceptive reply. the technical, "to the letter" truth is that FH furr assumed a service contract for my equipment from a business it acquired; FURR offered to honor that contract until march 2023. also "to the letter" true is that FURR directly told me they do NOT service the equipment i have installed. thus, the practical truth of my service contract benefit is i will get Z E R O benefit from the service contract - or even paid service benefit going forward after the contract expires -  from FH furr. what practical benefit am i to get from a company that will "honor" my service contract on equipment they REFUSE to send a technician to work on??!

      that the FURR company would offer this in a reply is an insult to anyone's intelligence

      that the FURR company would offer this in a reply is an insult to anyone's intelligence.

      Regards,

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

      Business Response

      Date: 03/13/2023

      ************************, unfortunately there was some miscommunication caused by missing or incorrect information that derived from merging our record systems.  This resulted in you being advised that you were under contract to have your unit serviced until 3/4/23.  This was not the case.  Your unit was installed in Nov. 2021.  The obligation we carried to service a unit which was still within its first year since installation does not apply (see attachment Screenshot 2023-03-13 - **********).  Additionally, the service contract from the previous company expired in Dec. 2022 (see attachment Screenshot 2023-03-13 Washington2).  At which point, we provided you with a complimentary 1-year enrollment in our Preferred Partner Plan, which would provide you a plumbing and electrical inspection, as well as a 15% discount on service.  This plan normally covers HVAC inspections, but since you have a system our technicians do not service, then this part of the agreement would not apply.  As my first response stated that we would send a technician to your home, we did the next best thing and offered to assist you in finding another service provider.  While we hope to restore our business relationship going forward, there is no further obligation on F.H. Furr to provide service for your HVAC equipment.  ***********************, Client Relations Mgr.
    • Initial Complaint

      Date:12/19/2022

      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.
      Dates of transaction:Nov 21, 2022 for R & B, Inc.Nov 22, 2022 for ******************* ****Paid R & B, Inc. $13.95 for System Assured Service Agreement. Invoice # ******** Paid ******************* **** $89.95 for HVAC Trip Fee. Invoice # ******** Paid ******************* **** $220.00 for HVAC Service. Invoice # ******** R & B, Inc. sold me the service agreement, saying it would cover the cost of the trip fee & a discount on parts. They then sent my request for service to ******************* **** (their partner company) which did not honor my service agreement with R & B, Inc. So I paid for a worthless service agreement & got no discount. I have called R & B, Inc. repeatedly to at least get my $13.95 refunded. R & B, Inc. said they would mail me a refund, and that it was in the mail, but after over 2 weeks, I have yet to see it.I have called R & B, Inc. twice today (12/19/2022) only to be sent to their answering service. They have not called me back. I want my $13.95 refunded.
    • Initial Complaint

      Date:10/29/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We called FH Furr to fix a leaky faucet in the master bathroom shower. The plumber arrived and took the cold shower water handle apart to access the cartridge. He told us that the cartridge was old and that type was no longer made, so he couldn't fix the issue. He then tried to put the water handle back together and couldn't. He explained that he would have to go into the wall in the other bathroom in order to turn off the water at that point so that we could have water in the rest of the house while we looked into replacing the water handles causing the original leaky faucet. We allowed this because we needed water in the rest of the house. We understood that cutting a hole in the wall was the only way to accomplish this. The plumber cut a hole in the wall, but apparently in the wrong place. He then managed to put the water handle back together after all - although upside down. We called about a leaky faucet. We still have a leaky faucet, and now have a hole in the wall and one shower handle that is installed upside down. For this service, the company charged 2 separate 205.22$ diagnostic fees. One for taking the faucet apart, and one for cutting the hole in the wall (which turned out to be completely unnecessary). Further, we have no clear plan about what to do next to fix the original issue beyond refurbishing the entire shower. When we called the company to complain they asked the plumber to call us. He was confrontational and the call was not productive. We would like at least one of the 205.22$ diagnostic fees refunded and for someone to fix the hole in the wall free of charge.

      Business Response

      Date: 11/03/2022

      The customer had an explanation of the work that was to be done prior to it being performed.  When advanced diagnostics are performed, there is an additional charge to have drywall repaired as it is not included in the diagnostic fee.  Consent was given was given after this was explained.  While in most cases, the tech would have found the shut off valve to that particular faucet where he looked, it was not there in this case.  I have reached out to offer a refund of the advanced diagnostic fee, or drywall repair service, whichever the customer chooses to proceed with.
    • Initial Complaint

      Date:10/10/2022

      Type:Service or Repair Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The technician cam out on Tuesday, October 4. The furnace would not cut off on my second floor.. I was told that the vale got the zone controlling the second floor needed replacement. He returned on October 7 and discovered he had the wrong part. Two servicemen cdd as me on October 10 and replaced the vale and now I have no heat on the second or third floor

      Business Response

      Date: 10/13/2022

      We have scheduled an appointment for to resolve this customer's malfunctioning boiler for today.
    • Initial Complaint

      Date:07/26/2022

      Type:Order 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 signed a contract with FH Furt to do plumbing work only at my house. I have a leak coming from my upstairs bathroom into the dining room. I was told by FH Furr workers when they came to my house that I needed a replumb job only. I entered into a contract, the scope of work was included. I was instructed by Shawn K**** their employee who came to my house and told me what needed to be done, to apply to ******** financing company and get approved for money to help with paying for the work. I did and was approved. I signed the first contract which their accounts manager Mathew A**** said he never received. I was to be put on the schedule for the work to get done. I was even told I was next on the schedule. I hand carried and met their employee Shawn K**** and gave him another contract along with another $1000.00 check on 7/15/2022. A week past and I heard nothing. I emailed Mathew A**** to ask what was going on. I heard nothing back. I get a call from FH Furr saying they want to send a remodel team over to my house. I refused. I did not see that he point. Shawn K**** calls me and we talk. He tells me that the bosses want to do a complete remodel of my bathroom. I do not need that to be done. I get an email from Shawn on Monday, July 25, 2022 pretty much stating FH Furr is not going to honor our contract, and will refund my deposit. FH Furr has wasted alot of my time. I want the work to be done according to the scope of work on the contract. I have all the emails sent to me from their employees, a copy of the contract and a record of telephone calls. Do the replumbing job, and honor the warranty.

      Business Response

      Date: 08/26/2022

      F.H. Furr (Shawn K****) has returned the $1000 check that *** **** provided him.  There have been multiple attempts made to reach her to ensure that she received sadi check and resolve this issue.  We have recorded attempts to reach her by telephone on 8/11/22, 8/12/22, and 8/14/22.  Additionally, we have reached out via email to "*******@*****.***" on 8/15/22.  There has been no response to any of these communication attempts.  We will attempt a final communication via certified letter today, 8/26/22.

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.