Complaints

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

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  Furnace Doctors

  Renton, WA 98058-0420

  
• 

  Furnace Doctors

  PO Box 59717 Renton, WA 98058-2717

  

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:06/24/2025

  Type:Delivery 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.

  April 6 placed claim with American Home Shield April 15 Furnace Doctor sent out to evaluate. Said Heat Pump and blower could not be repaired, needed to be replaced.April 28 American Home Shield ordered parts. I was told that Furnace Doctor would be in touch when parts came in and would schedule installation.May 28, no calls from Furnace Doctor, I called them and they said they'd had no contact from American Home Shield, as far as they knew no parts were ordered May 28 called American Home Shield, told that parts were in, they'd left voice messages and emails on where to pick them up.Furnace Doctor said they'd had no communications In chat with American Home Shield a representative, Desire, told me she was referring the problem to their ************************** to get it resolved. No contact from either warranty or service pro.Each side tells me the other side is not responding. It is now June 24, several chats with American Home Shield, phone calls with Furnace Doctor and still no resolution to the problem.

  Customer Answer

  Date: 07/22/2025

  Concerning complaint 786049520E501. The issue has been resolved to my satisfaction. There is no further need to continue any contacts with Furnace Doctors. Thank you. ***** ******

• Initial Complaint

  Date:01/28/2025

  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.

  Have ********************* with Fidelity National Home Warranty. My furnace went out. I put in a request 12/26/2024 for help from ***. They sent Furnace Doctors. (Service Work Order *******). Jan 2, 2026, First *** came to home and said that the motor needed to be ***laced. A young man came and ***laced the motor. He kept calling his office to get directions. The furnace came on, but it was racing. Then it started smelling that it was burning. I told the man to return to the house, (he was in driveway), and he said that it was "normal". I told him it was NOT. He left. The furnace continued racing and smelling of burning. I opened the doors and windows. The furnace finally quit after about an hour. I called Furnace Doctors to speak to ****, the manager, who said he did not have the full ***ort. Another *** came to the house and agreed that the motor burned up (JJ) and he removed the motor and housing and left telling me that they will order another motor. I have called Furnace Drs several times, They hang up on me. They say "I CAN"T HELP YOU!" I contacted Fidelity 4 times. They have a vendor *** working on this. It is 26 degrees here. My husband has Stage 4 kidney failure. I can't allow him to suffer in this cold. I will continue to call Fidelity. I asked them to have Furnace Drs come back, return to bad motor and housing and put it back in the furnace and then find me a ***utable furnace ***air company.

• Initial Complaint

  Date:12/26/2024

  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.

  From November 6 till now, 50 days have passed, this service provider never solve the problem to fix our heat pump at *******************************. They even refused to take calls to provide updates to service the client.

  Business Response

  Date: 02/05/2025

  We originally received this work order from a home warranty *** on 12/3. After our initial  visit, we found that the customer needed a new blower motor.  We contacted the **************** for them to supply the blower motor. Once we received notice from the *********** that they will not be suppling the motor we started researching for the new motor. The motor was found at the factory on the east coast which was back ordered. Once the motor came in we contacted the customer to schedule for return on 1/9/25. If he says in November it might have been another company that came out before us.d

  We always answer our phones Monday thru Friday 8:30 to 4pm. When he did call we informed him the motor was still on back order. 

   

• Initial Complaint

  Date:06/02/2023

  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.

  After I paid the $85.00 fee, Furnace Doctors (**) was dispatched by First American Home Warranty (FA) to verify a home furnace problem on Nov. 2, 2022, (Ref: FA dispatch # *********, Furnace Doctor ******* 36554).** confirmed the issue and recommended replacement that same day. FA requires reports to be filed within 48 hours, but after 10 days, the ** office had still not filed.I talked to First American and they confirmed they never received the report; they tried to contact ** from 11-11-22 through 11-15-22. Then I tried:Message to Furnace Doctors on 11-16-22; no response.Message to Furnace Doctors on 11-17-22; no response.Message to Furnace Doctors on 11-18-22; no response.11-18-22 Furnace Doctors finally answered and once **** realized they hadnt filed the report she couldnt get me off the phone fast enough to do it.FA ordered the new furnace 11-19-22 which arrived in **** ********** on 11-23-22.11-24-22 through 11-28-22 I tried to get ** to schedule an appointment and was ignored.11-28-22; 11:30 AM; I called Furnace Doctors and **** answered, when I said the furnace was in the warehouse and that Id like to schedule, and she kept telling me thats not the way it works, I asked her to put in the notes that I was following up because F.D. had forgotten about me before, she said she would put that in the notes.11-29-22 to 11-30-22; still no response from Furnace Doctors, no scheduling call.All those weeks we were experiencing sub-freezing temperatures and people were sick in the house. At that point due to Furnace Doctors poor performance and negligent customer service, it was in our best interest to contract the job ourselves and have F.A. re-reimburse us.I called another company and they had a new furnace installed within two days.I would like Furnace Doctors to refund our $85.00 fee and it would also be a good gesture to re-reimburse us for the $167.20 we had to spend on space heaters (not to mention electricity). Thank you.

  Business Response

  Date: 06/26/2023

  Unfortunately when your dealing with Home Warranty company's nothing moves at a fast pace. Before we can submit jobs to the home warranty for processing it goes into our research department in order to meet the parameters and requirements to submit it to the home warranty. After that process it goes to the home warranty's authorization department and then to the home warranty's purchasing department. On average this process takes 2-5 weeks depending on the time of year and the amount of jobs ahead of you. Once the equipment is released by the home warranty company which they purchase. We are sent an email with details as to where to pick up the equipment. Then once we verify the equipment is correct and will work for your application. We call and schedule your installation. If you were dealing with us direct and not going through your home warranty this whole process can happen the same day depending on the time of year and equipment availability and the jobs ahead of you. We have frequently diagnosed and installed a furnace on the same day to accommodate our customers especially in extreme weather conditions. We apologize for any delays on our part but there is a lot that goes on behind the scenes to coordinate and complete your home warranty furnace installation. The $85.00 fee is nonrefundable which covers are initial visit and diagnosis. Although the home warranty process is slow it has always come through eventually. 

  Thanks:

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

  Customer Answer

  Date: 06/28/2023

   
  Complaint: 20135914
  
  I am rejecting this response because:

  Furnace Doctors either didn't look at the particulars of this case and are copy-pasting their standard answer, or they are lying.

  "****" in the office kept ignoring messages from **************** and myself.  The Furnace was already in the warehouse, Furnace Doctors was told it was in the warehouse, and still they wouldn't respond to either of us, indicating the office staff is negligent, apathetic, or incompetent.  Would Furnace Doctors also like to explain why it took them 10 days to file the initial report, when the requirement is 48 hours?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/18/2023

  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.

  I have a home warranty with First ******** home warranty. My Air conditioner (AC) was broken in Aug of 2022 and Furnace doctor was supposed to replace it. I was asked by Furnace Doctors to pay $1815 out of pocket to cover for expenses not covered by home warranty. The payment was requested to be made by CASH or Cashier Cheque only.On Sept 26 2022, Furnace Doctor replaced my AC - (First ******** work order #*********, Furnace Doctor ******* number *****). But there were couple of items that they didnt require and hence even though i gave them cashier cheque of $1815, they were supposed to return $240 back to me. The technicians noted that on the attached ******* and i was told the account department will issue a refund.Since then i have contacted Furnace Doctor every 1-2 weeks. They keep on telling me that account department will issue me a refund but no refund has come my way. Hence filing a complaint to see if i can get help with the $240 refund.

  Business Response

  Date: 04/06/2023

  We have reached out to the Home Owners Home Warranty to verify his claims of the coverage questions and refund. We are currently waiting for the reply from the home owners Home Warranty. Once we have received a response from the Home Warranty we will proceed with the next step. If a refund is indeed owed the home owner we will refund the amount owed. Thanks 

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19619059
  
  I am rejecting this response because: The work order was for First ******** Home Warranty and you can check that in the system. I have called the business many times in reference to this work order and they have confirmed that this is associated with my home warranty. Also, the technician from Furnace Doctor wrote on the invoice that i need to be refunded $240. And he talked to the owner before writing that. This was done because the technician did not have to perform couple of steps furnace doctor had estimated. So the simple thing is - furnace doctor did not perform few things they estimated i would need for installing the air conditioner, for which i was supoosed to pay out of pocket (cashier cheque). So Furnace doctor should simply refund the money they owe to me. 
  
  Sincerely,
  
  *****************

  Business Response

  Date: 05/08/2023

  We have recently received confirmation with the Home Warranty concerning this home owners refund. We will issue a check today in the amount of $240.00. Thanks for your patience in this matter. 

  Furnace Doctors

• Initial Complaint

  Date:12/22/2022

  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.

  Submitted a claim on 12/11 for a furnace issue. The company they referred was Furnace Doctors. When I called them to try and schedule the person who answered the phone was already rude. She talked over me and cut me off and rushed me off the phone. They called back later and came out Tuesday the 13th to look at the issue. Said they would nee to reach out to our home insurance and order parts. It's been over a week now and we have yet to hear back from them as they told us they will reach out to our home warranty. The person who came out told us not to call our insurance and to reach back out to them if we don't hear back. I have tried calling them every day this entire week and evereytime I call no one answers. I decided to go to home warranty to see what was going on. Comes to find out Furnace doctors never sent a diagnosis to the insurance. Home Warranty also called and left a message and emailed requesting for information which they failed to respond to. The even sent my order over as urgent due to us not having heat and we have small children who are currently freezing. We are soon being forced to spend money on heaters in order to keep our children warm. This should not have resulted to us having to spend more money on supplies.

  Business Response

  Date: 01/12/2023

  I looked into the details of this customers concerns and found out the following. We don't have to call this into the home warranty when the amount of the repair does not exceed our preset limit given to us by the home warranty. This customers repairs were under our preset limit. The parts in question were backordered at the factory and thus the delay in the repair. Unfortunately the supply chain is out of our ability to control. The home warranty does not cover any expedited shipment charges and that expense would have to be covered by the home owner. In response to our office staff being rude we have several ladies who answer the phone and I would need a name of who the home owner spoke with to take the corrective measures. Our phones are answered live every day between 8:30- 2:00 pm every day. We have an after hours answering service and also an after hours emergency service available and we are easy to get ahold of by several different avenues and methods. Feel free to reach out to me direct at ************.

   

  Thanks:

  *****************; 

  Customer Answer

  Date: 01/12/2023

   
  Complaint: 18627951
  
  I am rejecting this response because: There was a huge communication problem with this company. They state they have live answering calls however it does not excuse the fact that not only myself but home warranty called as well within business hours and sent emails requesting for a diagnosis to speed up out issue as we have young toddlers in our home dressing with 19 degree weather. It shouldnt have taken several calls, emails & voicemails to only hear back over 3 weeks later. We did not appreciate being told to not call our Home warranty from the initial visit and to reach out to the company directly. That was very fishy and Furnace Doctors did not hold up to their end of communication. The gal we spoke to we do not recall a name as once again she was rude and ******* us off the phone when we first called.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:11/30/2022

  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.

  ******* was assigned to me by American Home Shield (AHS) ************** ******* scheduled an appointment within a week for my furnace being out and throwing an error code. Contractor arrived on 11/7/22 and could not even diagnose the issue with the furnace but stated that the blower motor was not working and that needed to be replaced before he could further diagnose. This is a 22 year old furnace for reference. The contractor told me he would get this information to our home warranty company and they would be in touch. We waited one week and never heard anything. We contacted AHS who escalated this multiple times. Finally on 11/22/22 Furnace Doctors sent AHS the information to approve the parts and work. AHS approved the work and i was told that Furnace Doctors would call me to schedule an appointment. Well now its 11/30/22 and Furnace Doctors has not called me. I've called them 10 times without an answer and left multiple messages without a call back. AHS has call as well without answer. To note, i did not call around the Thanksgiving holiday and gave them a break for 4 days. I'm going through the escalation process with AHS a 2nd time now currently and have asked for a different contractor. To my surprise this will cost me more money because Furnace Doctors took the blower motor from my furnace on 11/7/2022 without my consent or knowledge. Because this part is now missing i cant use another contractor unless i pay for everything myself. This is a common scam by companies from what I'm told by other professionals in the business. I consider this stolen property at this point since i did not give my consent, and its not on my receipt. I have told AHS this information and they have told me that I'm unable to use another contractor since its not an intact furnace at this point. Which means I have to wait for Furnace Doctors to return the part or pay for the furnace repair out of my own pocket. Keep in mind, i signed up for insurance do I didn't have to.

  Customer Answer

  Date: 12/02/2022

  Yes you can close the case. The issue is resolved.