The labor warranty expired on 3/19/I have no idea what if anything is not working as we have not looked at the issueThe customer was quoted a fee to look at their systemThe 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 spoke to [redacted] today, 6/30/ F.HFurr agrees to reimburse the $that the customer spent for the service performed on 6/5/as well as a $payment for the drywall that was cut The customer has accepted a full payment of $as settlement in full and is satisfied with this resolution.Darius L***, COOF.HFurr Plumbing, Heating, A/C & Electrical Inc
To whom it may concern,The system was purchased from [redacted] ***, not F.HFurr [redacted] contracted F.HFurr to install the system on 7/11/ 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/Installation of Coil and Air Conditioning unit only7/28/Service request for too cold downstairs, too hot upstairs- Findings: The consumer had dampers closed to upper portion of home, and downstairs openResult of the service visit, customer education, and no cost to the consumer7/18/2013- Service request for too cold downstairs, too hot upstairs- Findings: The consumer again had dampers closed to upper portion of home, with downstairs openResult of the service visit, customer education, and no cost to the consumer5/27/2014- 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 reschedule5/28/2014- Findings: Faulty Thermal Expansion ValveA $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/and submitted to warranty company for reimbursement under warranty company guidelines and at no cost to the consumer[redacted] Consumer never paid processing fee4/18/The Consumer paid the above $fee, but was upset at F.HFurr, because the warranty company required maintenance and would not cover labor claim for service visit and F.HFurr still agreed to provide service after notifying the consumer should the $not be paid within days, they would have to seek another service provider to administer their third party warranty coverage5/11/16- Service request was granted under part only warranty- Findings: Performed a complete diagnostic on [redacted] A/CFound system low on refrigerantChecked our solder connections from installationNo oil, or indication of leaks from brazed connectionsThere appears to be refrigerant oil in the condensate trapThis can indicate a refrigerant leak in the evaporator coilGave options to customer to perform refrigerant leak search levels 1,2,and also gave quote on replacement of evaporator coil covered by part only manufacturer warrantyCustomer upset and wants to talk to warranty company*Unit is not operational at this timeWe have done everything under our agreement to include 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.HFurr Sincerely, Darius L [redacted] - COO
[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*** Chief Operating Officer F.HFurr Plumbing, Heating And A/C Mike Garcia Dr l Manassas, VA Office: ###-###-#### Fax: ###-###-#### Email: [redacted] @fhfurr.com www.fhfurr.com
I spoke to the customer by phone yesterday After reviewing the facts, it is evident that this complaint stems from a misunderstanding between the technician and the homeowner I have agreed to refund the $as per the customers request and he is satisfied at this time.Thank youDarius L***, 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 I will be awaiting a credit so the new charges should be 300ish versus $ Regards, [redacted] ***
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]
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 workIt is customary that the customer give the original service provider the opportunity to do the warranty work that the customer paid forIf the customer chooses to use another company to do work on the water heater that is his right as an consumerBut 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 allegationsI 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Date: Wed, Jul 27, at 8: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 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]
[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 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 removedThank you,Darius L [redacted] (COO)
Its clear that there is a error in communicationThe valve that is in question regardless of it origin was not covered under any type of warrantyTherefore it would have been a billable charge to change itThe plumbers notes from that call do not line up with what the customer is statingWe would have charged to replace it at the time of the service call period it is NOT part of the water heater installationAs 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 timeWe will not be issuing a refund for the mixing valve and consider the matter closedThank you,
From: [redacted] < [redacted] >Date: Tue, Jul 28, at 2: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
In regards to Mr [redacted] complaint 1.Mr B***, 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 situationMr[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 workingThis 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 itemThe water heater was tripping the breaker therefore we addressed this with the customer and gave recommendations for repairThe repair was completedMr [redacted] called the same evening to complain about the pricing and that no invoice was left on job siteI 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.comI 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 doneI told him that it would have been better to heave not done the workHe stated to me that he was going to complain to the Revdex.com if I would give him some type of monetary compensationThe 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 informationI 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 heaterI will apply monies spent on the water heater towards the installation of a new water heater supplied and installed by F.H.FurrAll invoices are electronic and sent to e-mail address for the customer convinceI 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
We are sorry for any inconvenience we may have caused with your recent request for our $HVAC service specialWe do strive to always provide the best customer service for all of our customersWe have provided your contact information to our Customer Service Manager and have requested that she reach out to youPlease let me know if there is anything we can do to further assist Thank you, Kristie C [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] ), 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]
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
Date: Tue, Jun 28, at 3:PMSubject: Resolution - Complaint ID [redacted] To: "[email protected]" , [redacted] < [redacted] @myRevdex.com.org> [redacted] , I spoke to [redacted] on 6/28/ The amount of $was already credited back to [redacted] ’s [redacted] on 9/18/ 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 resolvedThank you, Darius LChief Operating Officer
Customer should call [redacted] in reference to their contract wording
The labor warranty expired on 3/19/I have no idea what if anything is not working as we have not looked at the issueThe customer was quoted a fee to look at their systemThe 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
We have refunded customers service agreement and what customer paid for toilet repaircustomer is satisfied with resolution
I spoke to [redacted] today, 6/30/ F.HFurr agrees to reimburse the $that the customer spent for the service performed on 6/5/as well as a $payment for the drywall that was cut The customer has accepted a full payment of $as settlement in full and is satisfied with this resolution.Darius L***, COOF.HFurr Plumbing, Heating, A/C & Electrical Inc
To whom it may concern,The system was purchased from [redacted] ***, not F.HFurr [redacted] contracted F.HFurr to install the system on 7/11/ 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/Installation of Coil and Air Conditioning unit only7/28/Service request for too cold downstairs, too hot upstairs- Findings: The consumer had dampers closed to upper portion of home, and downstairs openResult of the service visit, customer education, and no cost to the consumer7/18/2013- Service request for too cold downstairs, too hot upstairs- Findings: The consumer again had dampers closed to upper portion of home, with downstairs openResult of the service visit, customer education, and no cost to the consumer5/27/2014- 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 reschedule5/28/2014- Findings: Faulty Thermal Expansion ValveA $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/and submitted to warranty company for reimbursement under warranty company guidelines and at no cost to the consumer[redacted] Consumer never paid processing fee4/18/The Consumer paid the above $fee, but was upset at F.HFurr, because the warranty company required maintenance and would not cover labor claim for service visit and F.HFurr still agreed to provide service after notifying the consumer should the $not be paid within days, they would have to seek another service provider to administer their third party warranty coverage5/11/16- Service request was granted under part only warranty- Findings: Performed a complete diagnostic on [redacted] A/CFound system low on refrigerantChecked our solder connections from installationNo oil, or indication of leaks from brazed connectionsThere appears to be refrigerant oil in the condensate trapThis can indicate a refrigerant leak in the evaporator coilGave options to customer to perform refrigerant leak search levels 1,2,and also gave quote on replacement of evaporator coil covered by part only manufacturer warrantyCustomer upset and wants to talk to warranty company*Unit is not operational at this timeWe have done everything under our agreement to include 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.HFurr Sincerely, Darius L [redacted] - COO
[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*** Chief Operating Officer F.HFurr Plumbing, Heating And A/C Mike Garcia Dr l Manassas, VA Office: ###-###-#### Fax: ###-###-#### Email: [redacted] @fhfurr.com www.fhfurr.com
I spoke to the customer by phone yesterday After reviewing the facts, it is evident that this complaint stems from a misunderstanding between the technician and the homeowner I have agreed to refund the $as per the customers request and he is satisfied at this time.Thank youDarius L***, 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 I will be awaiting a credit so the new charges should be 300ish versus $ Regards, [redacted] ***
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 performed the check up that was requested,apologized and changed the filterCustomer complaint has been resolved
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 workIt is customary that the customer give the original service provider the opportunity to do the warranty work that the customer paid forIf the customer chooses to use another company to do work on the water heater that is his right as an consumerBut 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 allegationsI 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
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:Date: Wed, Jul 27, at 8: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 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]
[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 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 removedThank you,Darius L [redacted] (COO)
Its clear that there is a error in communicationThe valve that is in question regardless of it origin was not covered under any type of warrantyTherefore it would have been a billable charge to change itThe plumbers notes from that call do not line up with what the customer is statingWe would have charged to replace it at the time of the service call period it is NOT part of the water heater installationAs 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 timeWe will not be issuing a refund for the mixing valve and consider the matter closedThank you,
From: [redacted] < [redacted] >Date: Tue, Jul 28, at 2: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
In regards to Mr [redacted] complaint 1.Mr B***, 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 situationMr[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 workingThis 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 itemThe water heater was tripping the breaker therefore we addressed this with the customer and gave recommendations for repairThe repair was completedMr [redacted] called the same evening to complain about the pricing and that no invoice was left on job siteI 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.comI 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 doneI told him that it would have been better to heave not done the workHe stated to me that he was going to complain to the Revdex.com if I would give him some type of monetary compensationThe 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 informationI 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 heaterI will apply monies spent on the water heater towards the installation of a new water heater supplied and installed by F.H.FurrAll invoices are electronic and sent to e-mail address for the customer convinceI 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
We are sorry for any inconvenience we may have caused with your recent request for our $HVAC service specialWe do strive to always provide the best customer service for all of our customersWe have provided your contact information to our Customer Service Manager and have requested that she reach out to youPlease let me know if there is anything we can do to further assist Thank you, Kristie C [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] ), 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]
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
Date: Tue, Jun 28, at 3:PMSubject: Resolution - Complaint ID [redacted] To: "[email protected]" , [redacted] < [redacted] @myRevdex.com.org> [redacted] , I spoke to [redacted] on 6/28/ The amount of $was already credited back to [redacted] ’s [redacted] on 9/18/ 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 resolvedThank you, Darius LChief Operating Officer