I spoke to the customer today. I explained that the issue is not related to the installation but rather is a manufacturer part failure. However, we proceeded to work out a fair price to perform the repair and the customer is satisfied with the resolution.Thank you,Darius L[redacted], COO
Date: Sun, Apr 10, 2016 at 4:57 PMSubject: FW: ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], I made contact with [redacted] and he has accepted a refund of $265 as per his request as full settlement on this matter. He has agreed to rescind his dispute. Please...
confirm receipt of this email. Thank you, Darius LChief Operating Officer F.H. Furr Plumbing, Heating And A/C9040 Mike Garcia Dr l Manassas, VA 20109Office: ###-###-####Fax: ###-###-####
[redacted],I am sorry for the breakdown in communication and the inconvenience that we have caused. [redacted] runs promotions from time to time with low interest, low payment, and/or no interest plans. You are correct that if no promotional plan is selected, the default rate of...
28.99% APR would apply. However, in the event that you had moved forward with the job, the plan code for the 60 months no interest would have been listed on your sales slip and thus your purchase would have been set up under that plan. Evidently Mike either misinformed you and/or he requires additional training as there is no way to perform a credit inquiry without processing a request to open an account. We are having Mike come into the office to discuss your concerns and are also providing him with some additional training. Once again, we apologize for the inconvenience and we will submit a request to [redacted] to have the inquiry removed. Thank you,Darius L[redacted] (COO)
The labor warranty expired on 3/19/2014. I have no idea what if anything is not working as we have not looked at the issue. The customer was quoted a fee to look at their system. The customer refuses to agree to pay for any services no matter what we may find the issue is. F.H.Furr neither...
agrees or denies this is an installation issue, we simply want the customer to take responsibility for payment if issue found is not installation related or items not under warranty.
[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]
To whom it may concern,The system was purchased from [redacted], not F.H. Furr. [redacted] contracted F.H. Furr to install the system on 7/11/2012. The customer purchased an extended labor warranty through a third party authorized by [redacted]. This extended...
warranty company will not authorize or approve any repairs unless routine maintenance is performed annually, documentation validating maintenance must be submitted for approval. The customer has not had routine maintenance performed and the extended warranty company will not cover the labor for any service.Service History...7/11/2012 Installation of Coil and Air Conditioning unit only. 7/28/2012 Service request for too cold downstairs, too hot upstairs- Findings: The consumer had dampers closed to upper portion of home, and downstairs open. Result of the service visit, customer education, and no cost to the consumer. 7/18/2013- Service request for too cold downstairs, too hot upstairs- Findings: The consumer again had dampers closed to upper portion of home, with downstairs open. Result of the service visit, customer education, and no cost to the consumer. 5/27/2014- Service request for no cold air- Findings: Consumer failed to make appointment after confirming with our office they would be home, dispatched technician to the home, only to have to tag door with note to call office to reschedule. 5/28/2014- Findings: Faulty Thermal Expansion Valve. A $75.00 Warranty Processing Fee represents standard shipping and the travel time back to the home to make the repairs that The Warranty Company does not compensate the contractor to incur/ make for the consumer. 5/30/2014- Replaced Thermal Expansion Valve that was condemned on 5/28/2014 and submitted to warranty company for reimbursement under warranty company guidelines and at no cost to the consumer.* Consumer never paid processing fee. 4/18/2016 The Consumer paid the above $75.00 fee, but was upset at F.H. Furr, because the warranty company required maintenance and would not cover labor claim for service visit and F.H. Furr still agreed to provide service after notifying the consumer should the $75 not be paid within 30 days, they would have to seek another service provider to administer their third party warranty coverage. 5/11/16- Service request was granted under part only warranty- Findings: Performed a complete diagnostic on [redacted] A/C. Found system low on refrigerant. Checked our solder connections from installation. No oil, or indication of leaks from brazed connections. There appears to be refrigerant oil in the condensate trap. This can indicate a refrigerant leak in the evaporator coil. Gave options to customer to perform refrigerant leak search levels 1,2,3 and also gave quote on replacement of evaporator coil covered by part only manufacturer warranty. Customer upset and wants to talk to warranty company. *Unit is not operational at this time. We have done everything under our agreement to include 7 visits to the home for a combined total of $75, none of the calls were installation or workmanship related. If the customer has an issue, it is with [redacted], the extended warranty company, or the manufacturer and not F.H. Furr. Sincerely, Darius L[redacted] - COO
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]
[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:1. This contract was sent to me by Cliff, from F H Furr , whose email address is Cliff A[redacted] ([redacted]), and not by [redacted].2. The warranty states that there is 1 year labor warranty "for workmanship of the installation for 1 year "3. Nothing is referring to labor for parts under warranty.There is no way for me to have assumed that labor to install parts that are covered under warranty would be my cost.
Regards,
[redacted]
Its clear that there is a error in communication. The valve that is in question regardless of it origin was not covered under any type of warranty. Therefore it would have been a billable charge to change it. The plumbers notes from that call do not line up with what the customer is stating. We would have charged to replace it at the time of the service call period it is NOT part of the water heater installation. As far as the up front pricing we held up our end of the contractual agreement which was given to the customer and in review there was not a mixing valve installed at that time. We will not be issuing a refund for the mixing valve and consider the matter closed. Thank you,
[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: I should have checked F H Furr's customer's service reviews before falling for their sales pitch. they promised I would be satisfied with their service and the system they recommended. I'm not satisfied with either!! if anyone reads my complaint F H Furr are crooks!!! and untrustworthy!!
Regards,
[redacted]
[redacted]Good morning. I've forwarded this complaint to our Customer Relations Manager (Freida W[redacted]), she or a member of her team should reach out to you in the next 24 hours. If you have not heard from them, feel free to email me direct at [email protected],Steven C**
[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]
From: [redacted] <[redacted]>Date: Tue, Jul 28, 2015 at 2:27 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]I wanted to let you know that the company reached out...
to me and a refund amount was agreed upon. Thanks so much.
To whom it may concern,I respectfully ask that the customer reach out to [redacted] and the extended warranty company as the system and warranty were both purchased from them. F.H. Furr has done everything possible to honor the contract and the extended warranty purchased through [redacted]. Unfortunately we cannot submit the customers claim with the extended warranty company as the customer has not had preventative maintenance through Furr nor has the customer submitted proof of maintenance (if performed by another contractor). The extended warranty company will not approve the claim without such documentation. The service issue has nothing to do with installation workmanship, it is a failed manufacturer part. If the customer submits proof of maintenance and the extended warranty accepts the claim, we will be more than happy to perform the repair. Thank you, Darius L[redacted], COO
I spoke to the customer today. I explained that the issue is not related to the installation but rather is a manufacturer part failure. However, we proceeded to work out a fair price to perform the repair and the customer is satisfied with the resolution.Thank you,Darius L[redacted], COO
Date: Sun, Apr 10, 2016 at 4:57 PMSubject: FW: ID [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>[redacted], I made contact with [redacted] and he has accepted a refund of $265 as per his request as full settlement on this matter. He has agreed to rescind his dispute. Please...
confirm receipt of this email. Thank you, Darius LChief Operating Officer F.H. Furr Plumbing, Heating And A/C9040 Mike Garcia Dr l Manassas, VA 20109Office: ###-###-####Fax: ###-###-####
[redacted],I am sorry for the breakdown in communication and the inconvenience that we have caused. [redacted] runs promotions from time to time with low interest, low payment, and/or no interest plans. You are correct that if no promotional plan is selected, the default rate of...
28.99% APR would apply. However, in the event that you had moved forward with the job, the plan code for the 60 months no interest would have been listed on your sales slip and thus your purchase would have been set up under that plan. Evidently Mike either misinformed you and/or he requires additional training as there is no way to perform a credit inquiry without processing a request to open an account. We are having Mike come into the office to discuss your concerns and are also providing him with some additional training. Once again, we apologize for the inconvenience and we will submit a request to [redacted] to have the inquiry removed. Thank you,Darius L[redacted] (COO)
The labor warranty expired on 3/19/2014. I have no idea what if anything is not working as we have not looked at the issue. The customer was quoted a fee to look at their system. The customer refuses to agree to pay for any services no matter what we may find the issue is. F.H.Furr neither...
agrees or denies this is an installation issue, we simply want the customer to take responsibility for payment if issue found is not installation related or items not under warranty.
I have spoken to customer and he agreed to withdraw the complaint.
[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]
To whom it may concern,The system was purchased from [redacted], not F.H. Furr. [redacted] contracted F.H. Furr to install the system on 7/11/2012. The customer purchased an extended labor warranty through a third party authorized by [redacted]. This extended...
warranty company will not authorize or approve any repairs unless routine maintenance is performed annually, documentation validating maintenance must be submitted for approval. The customer has not had routine maintenance performed and the extended warranty company will not cover the labor for any service.Service History...7/11/2012 Installation of Coil and Air Conditioning unit only. 7/28/2012 Service request for too cold downstairs, too hot upstairs- Findings: The consumer had dampers closed to upper portion of home, and downstairs open. Result of the service visit, customer education, and no cost to the consumer. 7/18/2013- Service request for too cold downstairs, too hot upstairs- Findings: The consumer again had dampers closed to upper portion of home, with downstairs open. Result of the service visit, customer education, and no cost to the consumer. 5/27/2014- Service request for no cold air- Findings: Consumer failed to make appointment after confirming with our office they would be home, dispatched technician to the home, only to have to tag door with note to call office to reschedule. 5/28/2014- Findings: Faulty Thermal Expansion Valve. A $75.00 Warranty Processing Fee represents standard shipping and the travel time back to the home to make the repairs that The Warranty Company does not compensate the contractor to incur/ make for the consumer. 5/30/2014- Replaced Thermal Expansion Valve that was condemned on 5/28/2014 and submitted to warranty company for reimbursement under warranty company guidelines and at no cost to the consumer.* Consumer never paid processing fee. 4/18/2016 The Consumer paid the above $75.00 fee, but was upset at F.H. Furr, because the warranty company required maintenance and would not cover labor claim for service visit and F.H. Furr still agreed to provide service after notifying the consumer should the $75 not be paid within 30 days, they would have to seek another service provider to administer their third party warranty coverage. 5/11/16- Service request was granted under part only warranty- Findings: Performed a complete diagnostic on [redacted] A/C. Found system low on refrigerant. Checked our solder connections from installation. No oil, or indication of leaks from brazed connections. There appears to be refrigerant oil in the condensate trap. This can indicate a refrigerant leak in the evaporator coil. Gave options to customer to perform refrigerant leak search levels 1,2,3 and also gave quote on replacement of evaporator coil covered by part only manufacturer warranty. Customer upset and wants to talk to warranty company. *Unit is not operational at this time. We have done everything under our agreement to include 7 visits to the home for a combined total of $75, none of the calls were installation or workmanship related. If the customer has an issue, it is with [redacted], the extended warranty company, or the manufacturer and not F.H. Furr. Sincerely, Darius L[redacted] - COO
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]
[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:1. This contract was sent to me by Cliff, from F H Furr , whose email address is Cliff A[redacted] ([redacted]), and not by [redacted].2. The warranty states that there is 1 year labor warranty "for workmanship of the installation for 1 year "3. Nothing is referring to labor for parts under warranty.There is no way for me to have assumed that labor to install parts that are covered under warranty would be my cost.
Regards,
[redacted]
Its clear that there is a error in communication. The valve that is in question regardless of it origin was not covered under any type of warranty. Therefore it would have been a billable charge to change it. The plumbers notes from that call do not line up with what the customer is stating. We would have charged to replace it at the time of the service call period it is NOT part of the water heater installation. As far as the up front pricing we held up our end of the contractual agreement which was given to the customer and in review there was not a mixing valve installed at that time. We will not be issuing a refund for the mixing valve and consider the matter closed. Thank you,
[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: I should have checked F H Furr's customer's service reviews before falling for their sales pitch. they promised I would be satisfied with their service and the system they recommended. I'm not satisfied with either!! if anyone reads my complaint F H Furr are crooks!!! and untrustworthy!!
Regards,
[redacted]
[redacted]Good morning. I've forwarded this complaint to our Customer Relations Manager (Freida W[redacted]), she or a member of her team should reach out to you in the next 24 hours. If you have not heard from them, feel free to email me direct at [email protected],Steven C**
[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]
From: [redacted] <[redacted]>Date: Tue, Jul 28, 2015 at 2:27 PMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]I wanted to let you know that the company reached out...
to me and a refund amount was agreed upon. Thanks so much.
To whom it may concern,I respectfully ask that the customer reach out to [redacted] and the extended warranty company as the system and warranty were both purchased from them. F.H. Furr has done everything possible to honor the contract and the extended warranty purchased through [redacted]. Unfortunately we cannot submit the customers claim with the extended warranty company as the customer has not had preventative maintenance through Furr nor has the customer submitted proof of maintenance (if performed by another contractor). The extended warranty company will not approve the claim without such documentation. The service issue has nothing to do with installation workmanship, it is a failed manufacturer part. If the customer submits proof of maintenance and the extended warranty accepts the claim, we will be more than happy to perform the repair. Thank you, Darius L[redacted], COO