Farnsworth Heating & Cooling/Plumbing

I have told [redacted] that we have let go the tech that did not do the job correctly and that I would send a manager out to take care of his properties.  [redacted] is not being reasonable in this case.  Farnsworth is trying to find any solution to the problem but [redacted] is refusing to even let us try to correct the issue.  Farnsworth always does their best to take care of our customers and when a problem happens we do whatever we can to try and rectify the situation.  We have given [redacted] a couple of options to try and resolve this but [redacted] is not even trying to cooperate.  We cant help customers that done want to be helped.

Farnsworth heating and cooling has been in contact with terry and have come to an agreement.  Once the agreement is fulfilled terry said that he cancel this complaint.

Farnsworth Heating and Cooling has called Mr. [redacted] back and we have offered to have a manager come out a personally take care of his PMAs.  Mr. [redacted] has declined.  We had a tech go to Mr. [redacted]s homes and did not check everything like he was supposed too.  That employee does not...

work for Farnsworth any longer.  We have told Mr. [redacted] that we let go the employee that did not do the work right and have tried to get a manger out there to take care of everything.  Again Mr. [redacted] has refuses our attempts.  Mr. [redacted] will not let us correct this situation.

hi I am sorry to hear about the problem.  it depends on how the duct work is ran.  On some of the homes that we do there is a main duct work trunk line that is the majority of the duct work.  On these kinds of homes we are able to take off one vent and the duct clean wand can get to...

almost all of the ductwork.  whenever we do a duct clean it is always all of the ducts.  Without looking at your house I am sure that they didnt have to take off every single register to clean all of the ductwork.

TV ad said 1 lb of freon free with service call. One of our units was low on freon. I asked the service tech to apply the one lb of freon to the unit. He refused, showing me the a/c temp. gauge. Claiming it would probably take more than one lb. I said OK! let's try 2 lbs and then check the temp gauge and let's see where the unit temp is. Again he refuesd. All they wanted was a blank check. These units can hold up to 8 lbs of freon.I was not going to submit a blank check for freon at $75.00 a lb. Service tech left without charging for the service call($39.00) a unit(2)

[redacted] called Farnsworth heating and cooling and said that his thermostat was not working.  Farnsworth dispatch a technician to his home.  As the technician was trying to diagnose the problem with the thermostat, the homeowner told the Farnsworth technician that they had a parts...

warranty with another AC company.  Farnsworth does not have a parts warranty with [redacted].  The Farnsworth technician told the customers that if another company has a warranty on the parts that they should call them because the bill will be lower or free (depending on the agreement they have with the other AC company).  The Farnsworth technician was doing his best for the customer.  Farnsworth could have fixed the unit but we did not want to charge them if the parts were covered by another company.  Farnsworth did not even charge the customer for coming out on a service call.  Farnsworth does not chage $1000.00 for a new thermostat (that must have been a typo).  Farnsworth Heating and cooling does everything possible to make our customers happy with the services that we provide.  Unfortunalty not every customer can be made completely happy despite our great efforts.  Farnsworth has a great track record in the [redacted] valley.

My AC was recently having major issues because of the age of the unit here in early June and the unit ended up needing to be replaced. Prior to the replacement [redacted] with Farnsworth reached out to me immediately to discuss the issues and my concerns. [redacted] came out the next day and did a free complete inspection of our unit and was: extremely personable, informative, thorough, and passionate about his work. [redacted] took the time to develop some rapport with me and valued me not only as a human being but also as a potential customer, and earned my business.
Farnsworth as a whole was reliable and professional, and helped me navigate through the process of replacing an entire AC unit. As a new homeowner and new resident to Arizona I am thrilled to say that [redacted] and Farnsworth helped me immensely and worked tirelessly to resolve the issue and complete the install. I would highly recommend Farnsworth and I can assure you that I will work with Farnsworth in the future. Thank you [redacted] and Farnsworth for your superb service!

I called [redacted] twice (2) and left messages both times.  Mr. [redacted] failed to return my phone calls.  I try to go to Farnsworth HVAC business in person but I could not local his place of business.  Farnsworth HVAC company does not have any address on any of its business cards.  At that point I had to get my  ceiling repaired.  It cost me a total of $1190 to repair my ceiling ($960 for restoration and $230 to repair the ceiling).  Also, it must be mentioned that Farnsworth HVAC company did repair the HVAC problem after they attempted to repair it the first time.  Therefore, it is clear that Farnsworth company is at fatal to repair the damages to the ceiling because they failed to repair it properly the first time.  I could not claim these repairs to my insurance company because my deductible is over $2000.                  
[redacted]  

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID...

[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

Farnsworth is willing to pay for the service call from the other company.  The longer this goes on it just seems to be a misunderstanding.  The Farnsworth tech thought you said you had a warranty with the other company and did not know that you would have to pay a service call.

We did not show up unannounced to her house.  We only show up to appointments only.  [redacted] does not guarantee any energy savings on new units.  The unit manufacturers paperwork says that homeowners can save up too 30% on there utilities bills by installing a new unit....

 [redacted] does not guarantee that they will save money. 

 

Thermostats cannot exactly be mismatched. We installed a correct thermostat that worked perfectly with the unit.  That is not a valid point. 

 

You do not have to install a matching filter system.  That is an aftermarket part if the customer decides to purchase it.  A standard filter base is more than enough to work with this unit. 

 

The active tech air scrubber is not designed to stop or control any dust.  The air scrubber is designed to attach hydrogen peroxide molecules to the air to get rid of germs and smells.  This was installed correctly. 

 

This unit was a matching air handler and condenser.  It meets all manufacture specifications.  We registered the unit with the manufacturer for a 10 year manufacturer warranty.  I can prove that this is the correct matching system.  

 

The active tech is a part that requires air to go a crossed it for it to work.  To rotate it 90 degrees does not make sense.  As long as the air flows across it, it will work. 

 

“absence of sealing around the entire unit”  the homeowner got exactly what she paid for.  She did not pay for an entire duct seal. 

 

“cooper tubing directly in front of the unit”  most of the tubing for the ac units run along the side of the units.  There was enough room for access panels  to be removed and the unit serviced.  I cannot help it if the other company thought there wasn’t enough room.  My techs had enough room to service it. 

 

“wiring was run through a hole in the corner”  the units are designed to have the wiring go through a hole in the ac unit cabinet. 

 

“damaged screen”  we were never aware of this problem and the homeowner never gave us a change to fix it. 

 

“higher utility bills” no where on the original invoice does it say ,[redacted] does not ever guarantee energy savings, that they would save money. 

 

No where on the paperwork does it say anything about an energy rebate. 

 

All of the work that was done by [redacted] was nit picking the [redacted] install and work that is covered under an energy audit scope.  [redacted] did not do an energy audit and the customer got exactly what they paid for.  We Install a matching unit per the AC unit manufacturer.  If you look at the original invoice the customers claims are not supported.  We contacted the customer after we received the letter to try and resolve the issue with the customer but her demands were to much.  [redacted] always backs up their work.  But we do not do energy audits and that is the kind of company that [redacted] is.  This complaint should be removed from [redacted] due to the evidence of the original invoice and that the unit is correct.  The work that was done was aftermarket parts that if the customer wanted them done [redacted] could have done them.  but at the time of the visit the only thing that the customer wanted was the new unit and the air scrubber.

Again,The time to decide on financing or paying with your credit card is PRIOR to the purchase. Our finance company will NOT do refinancing of a already paid for unit. I am really confused as to why this is even a valid complaint? Of course we offered financing, we do that for all customers, however when they elect to pat for the system by credit card and the sale is consummated that is the end of the financial transaction.

Needing to replace AC in mid-summer isn't pleasant, to say the least. The staff at Farnsworth, however, made it a very positive buying experience. Brandon not only diagnosed the failure of our 18 year old unit, but thoroughly explained what was wrong with the original installation. As to price, the quote was much lower than the first one we received, although I didn't so any further shopping. The installation crew was on-site early the next morning (Saturday) and we had cool air by noon. They were all courteous, friendly and did a clean installation. I feel the price was fair. Included are three years of twice-a-year system tune ups, and a ductwork cleaning. There is one negative. The the Day & Night unit we selected has an annoyingly noisy compressor unit...louder than the Trane unit it replaced. The Farnsworth installation supervisor came back right away and made sure the compressor is operating normally...but nothing can be done about the noise level.

Needing to replace AC in mid-summer isn't pleasant, to say the least. The staff at Farnsworth, however, made it a very positive buying experience. Brandon not only diagnosed the failure of our 18 year old unit, but thoroughly explained what was wrong with the original installation. As to price, the quote was much lower than the first one we received, although I didn't so any further shopping. The installation crew was on-site early the next morning (Saturday) and we had cool air by noon. They were all courteous, friendly and did a clean installation. I feel the price was fair. Included are three years of twice-a-year system tune ups, and a ductwork cleaning. There is one negative. The the Day & Night unit we selected has an annoyingly noisy compressor unit...louder than the Trane unit it replaced. The Farnsworth installation supervisor came back right away and made sure the compressor is operating normally...but nothing can be done about the noise level.

Review: Farnsworth Maintenance Services try To Repair the water draining system on my Air Cond.Unit . However, about a few weeks later this water drainage system failed causing the ceiling over my washer/dryer to fall in. I try to contact [redacted], but would not return my calls. In the meantime I had to get this ceiling repaired. The water damage cost was $990.00, plus $200.00 to repair the ceiling. I would like Farnsworth to pay for these repairs. Also , I must mention Farnsworth Main. did come back to repair this water drainage system but apparently will not pay for repairs to the Washer/ Dryer Room.Desired Settlement: To pay for Repairs $1190.00

Business

Response:

I did receive this call about the ceiling repairs. the owner of the property at [redacted] gave me the number to his neighbor [redacted], who was taking care of the house, and I called [redacted] about getting my water restoration company in there to assess the damage and see what we needed to do to get it done. I ([redacted]) personally called [redacted] to get this figured out. I gave him my cell number. [redacted] told me that he had to call the owner or look into the insurance policy before he was going to do anything. I told [redacted] to call me back as soon as he could so that we could get it handled. [redacted] never called me back so I assumed that the owner had just taken care of it. From the repair prices it looks like they went outside of there insurance to get it done. most likely it would have cost $500 per there insurance. I am sorry about the mix up in this matter but I never received a call back from [redacted] so I was not able to oversee and take care of the problem.

Consumer

Response:

I called [redacted] twice (2) and left messages both times. Mr. [redacted] failed to return my phone calls. I try to go to Farnsworth HVAC business in person but I could not local his place of business. Farnsworth HVAC company does not have any address on any of its business cards. At that point I had to get my ceiling repaired. It cost me a total of $1190 to repair my ceiling ($960 for restoration and $230 to repair the ceiling). Also, it must be mentioned that Farnsworth HVAC company did repair the HVAC problem after they attempted to repair it the first time. Therefore, it is clear that Farnsworth company is at fatal to repair the damages to the ceiling because they failed to repair it properly the first time. I could not claim these repairs to my insurance company because my deductible is over $2000. [redacted]

Farnsworth heating cooling and plumbing did an outstanding job. They where fast and very professional and friendly. I would and will always recommend them!

Im currently overseas and with that being said, its usually very difficult getting anyone out to my house to get things fixed, while I'm away. they where very understanding and worked with me and with in a couple hours my wife was calling me very pleased with the technicians and the speed they got it all done. couldn't ask for a better company

thanks, Farnsworth heating cooling and plumbing.

Review: we had a new hot water heater, a/c unit & furnace installed on 2/9/15 by Farnsworth. they removed our old ones with out asking if we wanted them as all 3 were still working fine.I called to tell them wanted back our a/c & furnace as we didn't tell them they could take them, the guy who installed them said they couldn't do that, I said they are ours we didn't give them to you. he said we take old one as most people don't want them, I said well we do want them & thought you left them in our yard, after being upset by his way of talking gave phone to husband he told my husband he can't give them back cause we are not to handle Freon & we can call around to prove it. so I did & was told we can keep old units just have to sign a release form, so called him back again, he said he can't give them back I said we will sign a release form, he said no call owner. called owner he said we could pick them up, said ok you won't drop them off after taken them with out asking, he said were on other side of town have to pick them up, said ok will call when I know when, I called Thursday am 2-12-15 to say my son would be there Friday 2/13/15 to pick up left message as he was out, he called back said they removed coil from unit, I said I called to tell you wanted them back, told him wanted them back in working order or would call Revdex.com we didn't give anyone the right to remove from our property. he said not replacing coil will take 5 hrs call Revdex.com & of have lawyer have him call to.Desired Settlement: would like the a/c unit back along with the furnace in same condition as it was when removed from property, just had a/c fan motor replaced last yr by Farnsworth for $800, so both still have some good use in them.now worried how they will service our new items after all this

Business

Response:

no where on the contract does it say that we were leaving the units at the customers house. The owner did not ever tell us to leave the equipment. Because there is freon in the unit we always take the units away as a courtesy. In all of my years doing this I have never had this problem with a customer. the day we installed her system we brought it back in the yard and one of the technicians already started to strip down the unit. I told the owner over that phone that she could come pick them up. but unfortunately the unit was already stripped.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Business

Response:

I have all of the pieces still in my yard. the customer is more than welcome to come get them. like I said it is unfortunate that one of the techs already started to strip down the unit the day that we took it out of the house. I don't even know the condition of the unit even if I put it back together. Because it did not say on the contract to leave it and you never told it to any of the techs I don't know how nice they were when they took the unit out of your house. there could be other damage to the unit besides the coil. If you would have told us to the leave the unit we would have been more than willing to leave it. I cannot guarantee that if I put it back together that it will even work properly. If you really want your unit back I will put it together the best that I can but there is no guarantee that it will work properly.

Review: I signed a contract for them to clean my air ducts. I paid 500 dollars. The people they sent only cleaned one duct. I am from Ct and did not know what they should do. I found out from my air conditioner person that they should have cleaned all eleven ducts. I called the man who I had done business with and he said he would make arrangements for someone to come and do it properly. I have called him a couple of times and he always seems to be out. I have left my name and phone number and so far he has never gotten back to me. The fellow that cleaned the one duct took only a half hour. Five hundred dollars is a lot for a half hour. I am a senior citizen and don't have money to throw away.Desired Settlement: I would like 450.00 dollars back

Business

Response:

hi I am sorry to hear about the problem. it depends on how the duct work is ran. On some of the homes that we do there is a main duct work trunk line that is the majority of the duct work. On these kinds of homes we are able to take off one vent and the duct clean wand can get to almost all of the ductwork. whenever we do a duct clean it is always all of the ducts. Without looking at your house I am sure that they didnt have to take off every single register to clean all of the ductwork.

Consumer

Response:

I am so tired of having to go through all this .I would like a refund or else have them come back and do it correctly. I still think paying 500 dollars to do just one air duct is excessive.. It took them only a half hour and they did not even look at the other air ducts. They came in and went right to the kitchen and that was it. I wish I could make 500 dollars for a 1/2 hours work. I feel I was cheated and want it fixed. I don't know how to send the contract via computer, I never learned that. I just looked at my contract and it says 11 ducts to be cleaned.

Business

Response:

If joan feels like she has been cheated then Farnsworth will do another duct clean on her house for free. Farnsworth always takes care of their customers.

Review: 05/13/13 - Entered into 10-year maintenance agreement with Farnsworth to provide bi-yearly service to our heating/cooling systems. Cost $1,166.00

12/23/13 - Maintenance performed by [redacted]. Reported we needed to have ducts cleaned.

12/24/13 - Ducts cleaned. Cost $1370.11

We are part-time residents in Arizona. We received no contact/service from Farnsworth in June per the contract. When we returned in late October, we called to inquire about the "no cal/no showl" and to schedule past due maintenance. [redacted] (office), told us that our contract would be extended 6 months, due to their error in not contacting us to schedule service.

12/9/14 - Maintenance performed. [redacted] (technician) assessed the system. He said that our system was missing a filter rack and that because of that part missing, our coils needed to be cleaned. He said that he would contact [redacted] (furnace manufacturer), to obtain a rack. He said he would come out personally to install the rack, change out the filter and clean the coils.

12/15/14 - We contacted Farnsworth, inquiring about the status of [redacted]'s pending service. [redacted] said she would have [redacted] call us back.

12/18/14 - We contacted Farnsworth because we had still not received any phone calls back regarding completion of the service.

12/19/14 - We contacted Farnsworth again as we still had not received any contact.

12/20/14 - We received an evaluation form in the mail, asking for our "positive feedback" about our experiences with Farnsworth. The letter said that "[redacted] Farnsworth will personally read every evaluation". We completed the evaluation, diagraming our many concerns and wrote that we wanted our money back and to be released from our 10-year contract with Farnsworth. We addressed the envelope "personal & confidential" to [redacted] Farnsworth. We mailed the form on 12/22. [redacted] Farnsworth should have received it no later than 12/24/14.

12/24/14 through 1/1/15 - No contact by us. No contact from Farnsworth to us. (Given our previous experience with this company, we didn't have any reason to believe we would be helped through the holiday season.)

1/2/15 - 1/8/15 - We were once again giving the company the benefit of the doubt, hoping to receive some form of contact. No contact.

1/9/15 - 11:15am - Called Farnsworth and told [redacted] we no longer wanted to talk to a technician but rather a "decision maker." We indicated our extreme unhappiness with the lack of service, follow-up, response and want to terminate our service agreement. We requested full reimbursement for the amount that we paid ($1,166.00). [redacted] said that there was no one in who could help. She was informed that we would be calling back every hour until someone would take our call.

1/9/15 - 12:15pm - No call received from Farnsworth. Called again and got a voice message on [redacted]'s line. Left a message requesting a call back from a decision maker.

1/9/15 - 1pm - [redacted] called us. He said that he had just received a text message earlier that day. This call came exactly 31 days AFTER [redacted] came out for the service call on 12/9/15. He only called us back, because he received a text message from the office that day. He wanted to tell us the status of the [redacted] filter rack. We told [redacted] that we no longer wanted to discuss service issues with him, and that we needed to talk to a decision maker to terminate our contract and get our initial payment returned.

1/9/15 - 1:15pm - No call received from Farnsworth management. Called again and got a voice message on [redacted]'s line. It became clear that our calls would no longer be received. Left another message requesting a call back from a manager or decision maker.

1/9 /15 - 2:15pm - No call received from Farnsworth management. Called again and got [redacted]'s voice mail. Left another message requesting a call from a manager.

1/9/15 - 3:15pm - No call received from Farnsworth management. Called again. Got [redacted]'s voice mail. Left another message requesting a call from a manager.

1/9/15 - 4:15pm - No call received from Farnsworth management. Called again. [redacted]'s line was picked up by a gentleman who had simply picked up her phone. The problem was explained and the gentleman said he would give all of this information directly to [redacted] Farnsworth and that we could expect a call back Monday morning.

1/12/15 - No call from [redacted]. Called at 8am and talked to [redacted]. I asked to be put through directly to [redacted] Farnsworth. She said OK, then when she asked for my name, she said she would see if he was in. [redacted] returned to the phone, saying that [redacted] was "out". She put me through to [redacted]'s voice mail. A detailed message was left and we begged for someone to PLEASE call us back!

1/13/15 - No call. We contacted the Revdex.com, because it is clear that this company will continue to disregard any and all requests we make for contact and resolution.Desired Settlement: We have been extremely patient with this company. We entered into a 10-year agreement and assumed we were getting involved with a professional and reputable company. From the outset, we feel we have been chasing these people. We have to make contact with them to get them to service our account. They have never once contacted us about our bi-yearly agreement and servicing our home. If we do not contact them, there is no contact. This is a ridiculous one-sided partnership. We should not have to seek out service for something we have paid for in advance. We are so extremely unhappy and disappointed by these people. We want our initial payment of $1166.00 returned in full and the termination of the 10-year contract. Thank you in advance for your prompt attention to this matter.

Business

Response:

Farnsworth heating and cooling has been in contact with terry and have come to an agreement. Once the agreement is fulfilled terry said that he cancel this complaint.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

In March 2013, this company replaced my AC unit and did not put tar around the electrical hose and now there is a leak in my roof. As a result, I now have a fast growing hole in my bathroom ceiling.

I have repeatedly called Farnsworth Heating and Cooling to fix this problem, but they don't want to take care of the problem.

I am very dissatisfied with their work and their unwillingness to work with customers who are unhappy.