[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because the response is incorrect. I was shown the leaking valve and there was a discussion that that the valve was replaced after the last time FH Furr had come to troubleshoot the water heater (about 2 years ago) which the plumber had record of. However at that point there was no discussion of warranties, and clearly the plumber knew that the part would not have been warranted for more than a year (because it is the same part that FH Furr sells). I never gave him any impression that I thought there was a warranty, and the plumber did not mention the valve again before or after the replacement or before he left. When I told him about the leak afterwards he told me to make an appoint - period. He did not mention a charge until he showed up to do the replacement. That is when the technician first mentioned that he had assumed there was a warranty during the first time and that was the first mention of a charge. All of this was explained to each person I spoke with. Again, it makes zero sense to remove a broken part; replace the entire heater; and then put a broken part such that it literally leaks water onto the electronics of the brand new water heater. This is poor workmanship and a lack of accountability on the company's part.
Regards,
[redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
[redacted]
[redacted]
Response to rejection,In response to Mr.[redacted]'s rejection it appears we are at a stale mate, I would be willing to compensate for the water heater repair when I see an invoice from another service provider stating that the repair I did caused the water heater not to work. It is customary that the customer give the original service provider the opportunity to do the warranty work that the customer paid for. If the customer chooses to use another company to do work on the water heater that is his right as an consumer. But if the customer is wanting a refund on the work done he will need to produce documentation that proves the work we did one was not needed and two was not done correctly in this instance I have not seen any to support these allegations. I have attached invoice showing the recommendation of a new water heater and what the repairs were to the present water heater and the pricing of each along with the signed copy from the customer to proceed with the recommenced work.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],. If I am correctly reading the response from the business, they have indicated they will refund the requested amount. and that resolution is satisfactory to me. However, I should note there was never any indication or characterization from the servicer they were accepting or declining the work as insurance work, just that labor would be charged as there was no record of the maintenance. The servicer having a record of routine maintenance is not a requirement of the extended warranty, and I told them I would dispute that fact. Given they were the servicer listed on the contract, and they were replacing the parts pursuant to that contract, and absent any explicit statements to the contrary, the presumption was the labor charges should also be covered pursuant to the same contract.
Regards,
[redacted]
To whom it may concern,I believe that the rejection is in error. We are not only crediting the customer the $50 expedite fee but we are also crediting an additional $75 for the processing fee. In summary, we are crediting a total of $125 which is $75 more than originally requested.Thank you,Darius L[redacted] (COO, F.H. Furr Inc.)
We do not have the ability to run soft inquiries, we either submit the application to open a new account or we don't. I understand that your expectation was that this was a soft inquiry and not an actual application to open an account, we are dealing with the employee that failed and/or misrepresented this to you and corrective action is underway. We ask that our employees provide each customer with a copy of the application and to go over all the terms and conditions. If our employee did not do this, he is in violation of our policy and he will be dealt with accordingly. As far as your request to have the inquiry removed from your credit report, we have committed to contact [redacted] to take care of this. Sorry about the inconvenience we have caused you.Your patience is appreciated.Darius L[redacted] (COO)
To whom it may concern,I spoke to the customer on 5/31/2016. We have agreed to credit back the $50 fee paid to expedite the parts order. The part is expected to come in today and we intend on scheduling the repair once we have it in hand. At this time the customer is...
satisfied with the resolution. Thank you,Darius L[redacted] (COO - F.H. Furr Plumbing, Heating and Air Conditioning Inc.)
In regards to Mr. [redacted] complaint 1.Mr B[redacted], was there to address a no hot water situation NOT a loose nipple on top of the tank according to my service record so that statement would have no barring on this situation.2. Mr.[redacted] appeared to have two issues at his residence one no hot...
water and second erratic water pressure both were addressed a new reducing valve was installed and seems to be working correctly as there is no mention of it not working. This reducing valve controls the water pressure in the home and again has nothing to do with a no hot water situation it was a separate problem therefore there will be no refund on this item.3. The water heater was tripping the breaker therefore we addressed this with the customer and gave recommendations for repair. The repair was completed.4. Mr. [redacted] called the same evening to complain about the pricing and that no invoice was left on job site. I spoke with customer and asked if the tech had given the prices up front and he agreed that he had but he still felt that the cost was to high and he was going to complain to the Revdex.com. I asked why did you have the repairs done if he had felt the price was to high he stated he had no hot water and needed work done. I told him that it would have been better to heave not done the work. He stated to me that he was going to complain to the Revdex.com if I would give him some type of monetary compensation. The worked was signed for and then the work was completed I was not contacted when the water heater stopped working and was not give an opportunity to do my warranty repair (One year warranty) instead he calls another company out to either fix or replace the water heater he does not give this information. I have on my service record a recommendation of a new water heater which he says was not given the option but is clearly on the invoice. I do not think a refund of the total amount is warranted do to the fact that all the repairs were not focused on the water heater. I will apply monies spent on the water heater towards the installation of a new water heater supplied and installed by F.H.Furr.5. All invoices are electronic and sent to e-mail address for the customer convince. I will send Mr. [redacted] his invoice if he would like to have it, or I can e-mail him a copy which ever he would prefer.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I spoke to Mr. [redacted] this morning. The service issue is a manufacturer part and not workmanship related, the parts are under warranty but the labor is not (beyond one year). I am working with the manufacturer of the coil to see if they are willing to assist with the labor...
cost. I told Mr. [redacted] that I would be back in touch no later than tomorrow afternoon with the options. Thank you, Darius L[redacted]Chief Operating OfficerF.H. Furr Plumbing, Heating & Air Conditioning Inc.Office: ###-###-####Email: [redacted]
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: it looks like a very interesting invoice, with my signature on the 2nd page. At NO TIME did "Jimmy" talk about replacing the heater and while I said I didn't receive an email - I know what was on it and know what I signed for - and a new 50 gallon water heater was not on it. It's also of interest that nothing was mentioned in F.H. Furr's 1st reply to my complaint about a new water heater until NOW...wow. This invoice basically says the other plumber was right to say the other service should not have been advised or done as it is a standard business practice to just replace the tank after 10 years. Holy cow. Had they done it I would have surely authorized the work - which I did when[redacted] came to the home, reviewed the work and recommended the new 50 gal. heater. I don't think too many folks would allow a company to continue work if the failed to do what was asked in the first place, which was to provide hot water. According to the new plumber from [redacted] the work done by Furr was fine - they just didn't FIX the underlying problem of the heater for the long-term (3 days isn't even short-term), which would have been about an additional $600 (to repair the nipples) if I had called Furr again. I can see it now: "Well, sir, it looks like this is a new problem." Then finally, " Why don't you just get a new one?" I can provide the receipt from [redacted] showing the installation of the new water heater 3 over weeks ago, but, I'm not going to involve the other plumber or the business, unless Furr agreed to a refund upon receipt of this invoice first. Creating some sort of animosity between professionals or companies is not my objective and not worth the money. The did a good job and deserve no headaches. I'm done talking. That invoice is just too amusing. The claim remains open and I will not respond to any further contact with F.H. Furr unless it's a refund.
Regards, [redacted] H. [redacted]
Original water heater installation date 1/3/2015 [redacted] (customer) was shown by F.H. Furr plumbing tech the leaking mixing valve. Their was some discussion as to the warranty of the mixing valve and the customer seemed to think it was still under warranty therefore a new valve was not installed...
at that time. This was done so the customer could call the company that installed the valve to make repairs under warranty. Unfortunately the valve in question was not covered under any warranty and called the service tech directly on his cell number to explain this to him. The service tech told customer to call in to the office and set an appointment to have the valve installed and this was a chargeable call. After the tech arrived to install the mixing valve the customer refused to sign the authorization form for us to install the mixing valve stating it should be done for free. He quoted our advertisement of up front pricing and it should be included. Unfortunately the valve in question is not part of any water installation and is a separate valve all together which controls his domestic hot water because of the type of heating system he has. Therefor there will be no adjustment to the invoice for the new mixing that was installed to replace the old leaking one.
[redacted],We have spoken to the customer, he had not contacted us with any concerns prior to submitting this complaint with the Revdex.com. During our conversation, he apologized for submitting this complaint without giving us the opportunity to make things right. We have come to agreement...
regarding his concern over price, he is satisfied and would like to have his complaint removed.Thank you,
Darius
L[redacted]
Chief Operating Officer
F.H. Furr Plumbing, Heating And A/C
9040 Mike Garcia Dr l Manassas, VA 20109
Office: ###-###-####
Fax: ###-###-####
Email: [redacted]@fhfurr.com
www.fhfurr.com
To whom it may concern,We sent a technician to the on the home on 6/7/2016 to verify the issue, it is a lead in the evaporator coil. After reviewing the history, the refrigerant leaks identified during a service call in March, 2015 were repaired at that time and are not related to...
the refrigerant leak at the indoor coil. The indoor coil falls under a Manufacturer Class Action Lawsuit ([redacted]). We have agreed to replace the coil at the reimbursement amount awarded in the lawsuit. The new part came in today and we will be in contact with the customer for scheduling. Thank you,Darius L[redacted], COO
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000; min-height: 13.0px} span.s1 {font-kerning: none} We are sorry for any inconvenience we may have caused with your...
recent request for our $36 HVAC service special. We do strive to always provide the best customer service for all of our customers. We have provided your contact information to our Customer Service Manager and have requested that she reach out to you. Please let me know if there is anything we can do to further assist. Thank you, Kristie C[redacted]
at 3:19 PMSubject: Resolution - Complaint ID [redacted]To: "[email protected]" <[email protected]>, [redacted] <[redacted]@myRevdex.com.org>[redacted], I spoke to [redacted] on 6/28/2016. The amount of $268 was already credited back to [redacted]’s [redacted] on 9/18/2015. However, due to the breakdown in communication and the inconvenience, I comped a one year membership to our Gold Preferred Partner Plan. [redacted] is satisfied with the resolution, this complaint has been resolved. Thank you, Darius LChief Operating Officer
I have attached the contract between [redacted] and [redacted]. Highlighted text on page two describes her warranty and also suggests to call [redacted] for any assistance or warranty questions.
[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: [redacted]
I am rejecting this response because:Date: Wed, Jul 27, 2016 at 8:20 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Thanks a lot for your fast respond, I just want to know if F.H.FURR, did request the warranty company for help, and I want to know if F.H.FURR is able to proof that the leakage is not due to the damage was done at the time of installation if so they have to provide enough document.
Regards,
[redacted]
We have refunded customers service agreement and what customer paid for toilet repair. customer is satisfied with resolution.
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because the response is incorrect. I was shown the leaking valve and there was a discussion that that the valve was replaced after the last time FH Furr had come to troubleshoot the water heater (about 2 years ago) which the plumber had record of. However at that point there was no discussion of warranties, and clearly the plumber knew that the part would not have been warranted for more than a year (because it is the same part that FH Furr sells). I never gave him any impression that I thought there was a warranty, and the plumber did not mention the valve again before or after the replacement or before he left. When I told him about the leak afterwards he told me to make an appoint - period. He did not mention a charge until he showed up to do the replacement. That is when the technician first mentioned that he had assumed there was a warranty during the first time and that was the first mention of a charge. All of this was explained to each person I spoke with. Again, it makes zero sense to remove a broken part; replace the entire heater; and then put a broken part such that it literally leaks water onto the electronics of the brand new water heater. This is poor workmanship and a lack of accountability on the company's part.
Regards,
[redacted]
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
[redacted]
[redacted]
Response to rejection,In response to Mr.[redacted]'s rejection it appears we are at a stale mate, I would be willing to compensate for the water heater repair when I see an invoice from another service provider stating that the repair I did caused the water heater not to work. It is customary that the customer give the original service provider the opportunity to do the warranty work that the customer paid for. If the customer chooses to use another company to do work on the water heater that is his right as an consumer. But if the customer is wanting a refund on the work done he will need to produce documentation that proves the work we did one was not needed and two was not done correctly in this instance I have not seen any to support these allegations. I have attached invoice showing the recommendation of a new water heater and what the repairs were to the present water heater and the pricing of each along with the signed copy from the customer to proceed with the recommenced work.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted],. If I am correctly reading the response from the business, they have indicated they will refund the requested amount. and that resolution is satisfactory to me. However, I should note there was never any indication or characterization from the servicer they were accepting or declining the work as insurance work, just that labor would be charged as there was no record of the maintenance. The servicer having a record of routine maintenance is not a requirement of the extended warranty, and I told them I would dispute that fact. Given they were the servicer listed on the contract, and they were replacing the parts pursuant to that contract, and absent any explicit statements to the contrary, the presumption was the labor charges should also be covered pursuant to the same contract.
Regards,
[redacted]
To whom it may concern,I believe that the rejection is in error. We are not only crediting the customer the $50 expedite fee but we are also crediting an additional $75 for the processing fee. In summary, we are crediting a total of $125 which is $75 more than originally requested.Thank you,Darius L[redacted] (COO, F.H. Furr Inc.)
We do not have the ability to run soft inquiries, we either submit the application to open a new account or we don't. I understand that your expectation was that this was a soft inquiry and not an actual application to open an account, we are dealing with the employee that failed and/or misrepresented this to you and corrective action is underway. We ask that our employees provide each customer with a copy of the application and to go over all the terms and conditions. If our employee did not do this, he is in violation of our policy and he will be dealt with accordingly. As far as your request to have the inquiry removed from your credit report, we have committed to contact [redacted] to take care of this. Sorry about the inconvenience we have caused you.Your patience is appreciated.Darius L[redacted] (COO)
To whom it may concern,I spoke to the customer on 5/31/2016. We have agreed to credit back the $50 fee paid to expedite the parts order. The part is expected to come in today and we intend on scheduling the repair once we have it in hand. At this time the customer is...
satisfied with the resolution. Thank you,Darius L[redacted] (COO - F.H. Furr Plumbing, Heating and Air Conditioning Inc.)
In regards to Mr. [redacted] complaint 1.Mr B[redacted], was there to address a no hot water situation NOT a loose nipple on top of the tank according to my service record so that statement would have no barring on this situation.2. Mr.[redacted] appeared to have two issues at his residence one no hot...
water and second erratic water pressure both were addressed a new reducing valve was installed and seems to be working correctly as there is no mention of it not working. This reducing valve controls the water pressure in the home and again has nothing to do with a no hot water situation it was a separate problem therefore there will be no refund on this item.3. The water heater was tripping the breaker therefore we addressed this with the customer and gave recommendations for repair. The repair was completed.4. Mr. [redacted] called the same evening to complain about the pricing and that no invoice was left on job site. I spoke with customer and asked if the tech had given the prices up front and he agreed that he had but he still felt that the cost was to high and he was going to complain to the Revdex.com. I asked why did you have the repairs done if he had felt the price was to high he stated he had no hot water and needed work done. I told him that it would have been better to heave not done the work. He stated to me that he was going to complain to the Revdex.com if I would give him some type of monetary compensation. The worked was signed for and then the work was completed I was not contacted when the water heater stopped working and was not give an opportunity to do my warranty repair (One year warranty) instead he calls another company out to either fix or replace the water heater he does not give this information. I have on my service record a recommendation of a new water heater which he says was not given the option but is clearly on the invoice. I do not think a refund of the total amount is warranted do to the fact that all the repairs were not focused on the water heater. I will apply monies spent on the water heater towards the installation of a new water heater supplied and installed by F.H.Furr.5. All invoices are electronic and sent to e-mail address for the customer convince. I will send Mr. [redacted] his invoice if he would like to have it, or I can e-mail him a copy which ever he would prefer.
[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
we have settled with customer and he has agreed to remove or settle complaint
I spoke to Mr. [redacted] this morning. The service issue is a manufacturer part and not workmanship related, the parts are under warranty but the labor is not (beyond one year). I am working with the manufacturer of the coil to see if they are willing to assist with the labor...
cost. I told Mr. [redacted] that I would be back in touch no later than tomorrow afternoon with the options. Thank you, Darius L[redacted]Chief Operating OfficerF.H. Furr Plumbing, Heating & Air Conditioning Inc.Office: ###-###-####Email: [redacted]
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: it looks like a very interesting invoice, with my signature on the 2nd page. At NO TIME did "Jimmy" talk about replacing the heater and while I said I didn't receive an email - I know what was on it and know what I signed for - and a new 50 gallon water heater was not on it. It's also of interest that nothing was mentioned in F.H. Furr's 1st reply to my complaint about a new water heater until NOW...wow. This invoice basically says the other plumber was right to say the other service should not have been advised or done as it is a standard business practice to just replace the tank after 10 years. Holy cow. Had they done it I would have surely authorized the work - which I did when[redacted] came to the home, reviewed the work and recommended the new 50 gal. heater. I don't think too many folks would allow a company to continue work if the failed to do what was asked in the first place, which was to provide hot water. According to the new plumber from [redacted] the work done by Furr was fine - they just didn't FIX the underlying problem of the heater for the long-term (3 days isn't even short-term), which would have been about an additional $600 (to repair the nipples) if I had called Furr again. I can see it now: "Well, sir, it looks like this is a new problem." Then finally, " Why don't you just get a new one?" I can provide the receipt from [redacted] showing the installation of the new water heater 3 over weeks ago, but, I'm not going to involve the other plumber or the business, unless Furr agreed to a refund upon receipt of this invoice first. Creating some sort of animosity between professionals or companies is not my objective and not worth the money. The did a good job and deserve no headaches. I'm done talking. That invoice is just too amusing. The claim remains open and I will not respond to any further contact with F.H. Furr unless it's a refund.
Regards, [redacted] H. [redacted]
Original water heater installation date 1/3/2015 [redacted] (customer) was shown by F.H. Furr plumbing tech the leaking mixing valve. Their was some discussion as to the warranty of the mixing valve and the customer seemed to think it was still under warranty therefore a new valve was not installed...
at that time. This was done so the customer could call the company that installed the valve to make repairs under warranty. Unfortunately the valve in question was not covered under any warranty and called the service tech directly on his cell number to explain this to him. The service tech told customer to call in to the office and set an appointment to have the valve installed and this was a chargeable call. After the tech arrived to install the mixing valve the customer refused to sign the authorization form for us to install the mixing valve stating it should be done for free. He quoted our advertisement of up front pricing and it should be included. Unfortunately the valve in question is not part of any water installation and is a separate valve all together which controls his domestic hot water because of the type of heating system he has. Therefor there will be no adjustment to the invoice for the new mixing that was installed to replace the old leaking one.
[redacted],We have spoken to the customer, he had not contacted us with any concerns prior to submitting this complaint with the Revdex.com. During our conversation, he apologized for submitting this complaint without giving us the opportunity to make things right. We have come to agreement...
regarding his concern over price, he is satisfied and would like to have his complaint removed.Thank you,
Darius
L[redacted]
Chief Operating Officer
F.H. Furr Plumbing, Heating And A/C
9040 Mike Garcia Dr l Manassas, VA 20109
Office: ###-###-####
Fax: ###-###-####
Email: [redacted]@fhfurr.com
www.fhfurr.com
To whom it may concern,We sent a technician to the on the home on 6/7/2016 to verify the issue, it is a lead in the evaporator coil. After reviewing the history, the refrigerant leaks identified during a service call in March, 2015 were repaired at that time and are not related to...
the refrigerant leak at the indoor coil. The indoor coil falls under a Manufacturer Class Action Lawsuit ([redacted]). We have agreed to replace the coil at the reimbursement amount awarded in the lawsuit. The new part came in today and we will be in contact with the customer for scheduling. Thank you,Darius L[redacted], COO
p.p1 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000} p.p2 {margin: 0.0px 0.0px 0.0px 0.0px; font: 11.0px Helvetica; -webkit-text-stroke: #000000; min-height: 13.0px} span.s1 {font-kerning: none} We are sorry for any inconvenience we may have caused with your...
recent request for our $36 HVAC service special. We do strive to always provide the best customer service for all of our customers. We have provided your contact information to our Customer Service Manager and have requested that she reach out to you. Please let me know if there is anything we can do to further assist. Thank you, Kristie C[redacted]
Date: Tue, Jun 28, 2016...
at 3:19 PMSubject: Resolution - Complaint ID [redacted]To: "[email protected]" <[email protected]>, [redacted] <[redacted]@myRevdex.com.org>[redacted], I spoke to [redacted] on 6/28/2016. The amount of $268 was already credited back to [redacted]’s [redacted] on 9/18/2015. However, due to the breakdown in communication and the inconvenience, I comped a one year membership to our Gold Preferred Partner Plan. [redacted] is satisfied with the resolution, this complaint has been resolved. Thank you, Darius LChief Operating Officer
I have attached the contract between [redacted] and [redacted]. Highlighted text on page two describes her warranty and also suggests to call [redacted] for any assistance or warranty questions.
[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: [redacted]
I am rejecting this response because:Date: Wed, Jul 27, 2016 at 8:20 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: Revdex.com <[email protected]>Thanks a lot for your fast respond, I just want to know if F.H.FURR, did request the warranty company for help, and I want to know if F.H.FURR is able to proof that the leakage is not due to the damage was done at the time of installation if so they have to provide enough document.
Regards,
[redacted]