Williams and Fogg Heating & Air

Revdex.com spoke with the business. This job was contracted by the home warranty company and the trip charge is a fee that is charged when any service tech is sent to a home, it is nonrefundable. This customer was given the option to be a retail customer to have the parts in sooner or be a warranty...

customer, have the repair covered, but have to wait 7-10 days. He did not want to wait and instead wanted a Band-Aid fix done. He was aggressive and insulting to the business. At this time the customer chose not to wait for the repairs deemed necessary by the business.

This was done by a former employee,  and we had no idea this job was initiated.  At this point we have no one to fix the problem.  To resolve this issue we woul like to pay the [redacted] Back to the customer. Thank YouAccounts Department

Revdex.com:
I have reviewed the offer and/or 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.Williams and Fogg won't refund my $75 to come out and try and overcharge me for work that did not have to be done.  I had TWO other HVAC companies come out, the first, sent by the insurance company fixed the issue in a few minutes by recharging the freon.  The other checked the supposedly leaking evaporator coil and said it was solid (this is ten days after it had been recharged) and said it was in good shape.The vague reference the company makes me me being "aggressive and insulting" to his company (or staff?) is completely fabricated.  I never had anything but cordial conversations with anyone at Williams and Fogg.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
Williams and Fogg won't refund my $75 to come out and try and overcharge me for work that did not have to be done.  I had TWO other HVAC companies come out, the first, sent by the insurance company fixed the issue in a few minutes by recharging the freon.  The other checked the supposedly leaking evaporator coil and said it was solid (this is ten days after it had been recharged) and said it was in good shape.The vague reference the company makes me me being "aggressive and insulting" to his company (or staff?) is completely fabricated.  I never had anything but cordial conversations with anyone at Williams and Fogg.
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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.
1. There is still one security light unfixed.2. Among the 600 dollars quotation, 200 is for door repairing, 200 for changing to two LED lights and 200 for wiring. They did not change to LED lights, while lied only materials included.3. The security door kept multifunctional after three times "repairing"! During the fourth time, the technician tried to use his hammer to fix (actually damaged) the door. I had to ask him to stop. I had to ask Locksmith to come over and fixed the door. The door has been working well since then.
Regards,
[redacted]

Customer Had given credit card for a service that he called in for on 05/18/2016.  When the credit card was taken for authorization it was not approved. This had been done twice.  williams and fogg tried to contact Mr. [redacted] and had no response.  On Saturday 05/21/2016 Mr....

Fogg owner of Williams and fogg and Tom L[redacted] went to Mr. [redacted] house, to try to collect payment once again.  At this time Mr. [redacted] was told that there would be an additonal charge 50.00 for trip charge and he wanted to dispute the trip fee.  On Monday 05/23/2016 the office of williams and Fogg left a message for Mr. [redacted] to pay the outstanding invoice of 325.00.  Mr [redacted] did pay the 325.00 for his service on 5/23/2016

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
 There were no agreed upon repairs that were to be completed during the initial assessment that we were charged for (I.e. tightening up circuit wires, pulling the circuit board from the wall, etc.). The agreement was for them to conduct an inspection of the unit, but was charged for other services rendered. We request a refund for the services that were not discussed that were ultimately provided. Next, we had another HVAC company come out to the house and advise that none of those services were necessary during an initial diagnostic, but that we were charged for services not discussed prior to billing. The end diagnostic was not a faulty breaker as the technician advised, but was the heating element to the system. Said company provided the diagnostic services for a quarter of what was charged by Williams and Fogg. The technician left our residence more confused then we were.

The original leak was fixed, but the technician cut off water access to two faucets on the sides of my house.  So now, I have to get someone else out to do the job the right way. Before they came out I had a functioning outdoor spigot on all four sides of my house.  Now, I only have water access on the front and back sides of my house.

I called the company today for repair or replacement of my AC which had "died" earlier. I spoke to Mr. F[redacted] who was very cordial and as I explained that my outside unit was not working. He said he was sorry but since it was a holiday weekend they could not come out until Tuesday. I said I'd call him Tuesday. We happened to get into a discussion about the military and Mr. F[redacted] indicated he very much appreciates my military service. To my surprise, a few hours later, I received a call from him saying that he didn't want me to go the whole weekend without at least seeing what the problem was. He was sending a tech who would be here between 6:30 and 8 tonight. The tech showed up as promised and was a very very nice man. He found the problem and repaired it at minimal cost. He was knowledgeable and seemed to enjoy customer interface. We want to thank Mr. F[redacted] and compliment him for having such valuable employees and great customer service. Note to readers: TRY THIS COMPANY FIRST..well worth it!

Customer Had given credit card for a service that he called in for on 05/18/2016.  When the credit card was taken for authorization it was not approved. This had been done twice.  williams and fogg tried to contact Mr. [redacted] and had no response.  On Saturday 05/21/2016 Mr. Fogg...

owner of Williams and fogg and Tom L[redacted] went to Mr. [redacted] house, to try to collect payment once again.  At this time Mr. [redacted] was told that there would be an additonal charge 50.00 for trip charge and he wanted to dispute the trip fee.  On Monday 05/23/2016 the office of williams and Fogg left a message for Mr. [redacted] to pay the outstanding invoice of 325.00.  Mr [redacted] did pay the 325.00 for his service on 5/23/2016

On 18 January 2018 we responded to a service call on a gas water heater and found pilot would not stay lit. We replaced the thermocoupling on the water heater and found the porcelain part of the igniter cracked. At that time we advised the customer that the paiso (ignitor) need to be replaced and...

suggested the burner in whole to be replaced. Parts were ordered and installed on 25 January 2018. It took a couple of days for the new burner to arrive, but was installed upon arrival. All gas connections were leak checked upon repairs and none found at that time. We were never notified of any problems concerning the gas odor and was unaware of any of the problems. Also there is no pressure on the part we installed because there in an open hole on each line that hooks to the gas valve and it has to have pressure on the pilot switch is open and the burner assembly is also open. So gas can flow through them and light and make a flame. The only places it could leak gas is at the gas valve or before the gas gets to it, which we did not touch any of those components and the man that is installed has over 30 years experience, and always check this work. Especially the gas. Another thing our customer would not let the tech or any other tech come out to the house to see just what might be the problem. So we are not sure just what was leaking gas, in most every case of any kind the customer want us to come check it out. We are very sorry that did not happen in this case.

What a horrible experience! Our toilet seat needed to be repaired. We were not sure what the issue was so I called to get an estimate and they said they would send someone over. The man came and repaired the toilet in less than 5 minutes, without ever giving me an estimate. The cost of the repair was well over 150.00--- for less than 5 minutes of work. Apparently it just needed to be screwed back on. The cost included a new toilet seat.... which we didn't end up needing. I had to call their office to give our card number, and luckily they heard me wrong the first time so I could dispute the charge.
When they called to ask for my card number, I let them know that I was totally unaware the cost of suck a small repair would be so much money. The man who did the repair was in the background yelling at me, the lady on the phone was shouting back-- It was awful. I ended up paying $85.00 which I still felt was way too much money for the job done. I was not going to complain, but here we are, less than 2 months after getting it repaired, and it is broken. So the expensive job was not even done well. Thoroughly disgusted in their professionalism.
When it comes down to it, Williams and Fogg is an unprofessional, shady business which takes advantage of its customers. I wish there was a 0 rating, because "not very likely" that I will recommend this business is a huge overstatement.

This was my first time contacting Williams and Fogg. I spoke with a customer service representative who assured me I would receive a phone call by the end of the day to schedule an appointment for my company. When I didn't receive the phone call as promised, I called the next morning only to speak with the same lady who took my call the day before. She then said it could take up to 48 hours for someone to contact me in reference to scheduling. I asked to speak with a manager/supervisor only to be hung up on!!! I called back and was given the poor excuse that she was going to transfer me to another department. I was assured by the second rep that I would get a phone call from a manager. My third call from a rep said that no one got my service request, address or anything and that was the problem. (As she spoke to me with food in her mouth). Not one of the reps showed any empathy for the poor customer service they delivered nor accepted any responsibility. I can appreciate being shown how Williams and Fogg treats their customers, even before delivering a service. I'm thankful that I received this warning before replacing 2 units and having one serviced. I have taken my business elsewhere where customer service is important!

Revdex.com:
I have reviewed the offer and/or 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Wms and Fogg has failed 5 inspections by city of Richmond, most recent inspection was today. Wms and Fogg had someone to access premises and repair foundation without informing me of any of the concerns reported to Revdex.com. Yes, they did hook up range and microwave but have done an extremely poor job with communicating and following through. Per [redacted], Electrical Supervisor, whom scheduled today's inspection with City has accused me of tearing down his character to the Revdex.com which is so untrue. Sent from my iPhoneI have documentation from City of Richmond which shows that both electrical and mechanical permits have not passed inspections. As a consumer, who has already paid for services, I only want Wms & Fogg to complete all work to code in a timely manner so that inspections will pass then I can put this horrible experience behind me.Sincerely,
[redacted]

Although there were some scheduling conflicts due to an overwhelming number of heat calls in a short amount of time, Ms. [redacted] issue was taken care of within 72 hours of her initial call.   We...

apologized for her inconvenience and have offered her a free Preventive Maintenance visit for the spring, a $245 value.  As of this writing, we have not received a response to our offer.Thank You,[redacted]
  [redacted]

Revdex.com:
I have reviewed the offer and/or 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.
Williams and Fogg is clearly misleading the Bureau.  I have given this company every opportunity, prior to this complaint, to provide the requested information.  My letter requesting this information is now over thirty days old.  In addition, on Thursday, December 10, 2015,  Mr. Kevin M[redacted], Representing Williams and Fogg, delivered electrical outlets and cover plates that were supposedly purchased for my electrical upgrade.  The items were clearly outdated and not products required by the current Va. Electric Laws.  The boxes, although unopened, were dirty and stained as if they had been in storage for some time.  The items appear to be a false representation of the purchase of supplies.  Over $3000.00 was provided to Williams and Fogg to began the electric the upgrade on my property.   I expect a detailed outline of the items purchased and the cost associated.  I also requested a detailed cost (days, hours and rates) of any labor associated with the electric work. 
Regards,
[redacted]

Several attempts were made to remove stains on the carpet area. Even after scheduling a carpet cleaning company, no access was allowed due to sick mother. This matter would be taken care of gladly if access is granted. Homeowner can get the stained area professionally cleaned for under $[redacted] and send...

us a bill for reimbursement. Kindly have a carpet cleaning company call us at [redacted] PRIOR getting the area cleaned. Or email us at [redacted] with availability so we can again research a company near to homeowner's property to schedule cleaning of the STAINED AREA ONLY.

Revdex.com:
I have reviewed the offer 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.
What they are trying to say is making no sense. Yes, we had beer...it's our house...we have a right to have beer at our own home and we just bought it for our Fourth of July party. The williams and fogg employee brought his own beer. We have pictures too. Including text messages that I had sent through the night saying our plumber is drunk and call logs of how the plumber kept harassing my wife to the point of tears. I also kept the plumbers can of beer...you are more than welcome to test it for fingerprints and DNA. What company makes it acceptable to drink on the job whether it was a sip of beer or a whole can?!? Also, we were never given a price quote even though we asked the difference in price between fixing it and capping it. Btw, the so called plumber didn't even cap the right pipe...we do not have water at a spigot that we use all the time (he was suppose to cap off the opposite spigot) That sure is a great plumber who can take direction and is worried about customer service. Oh and I forgot to mention at one point during the price "haggling" he said "how much do you got?"
Regards,
[redacted]

Awful company. Office lady called me for what should have been a simple question and resolutions, but started screaming at me immediately. Told me to [redacted] and called me a [redacted]. What a terrible way to do business. On top of that, their technician acted like he was drunk or on drugs. Not very Knowledgeable for an HVAC company.

As a footnote, we have over 50 customers who received
services through [redacted]. All of these tickets remain unpaid with
the exception of a few who have taken the responsibility of payment for the
work performed on their home. I have negotiated these down to cost of the
service call...

or talk the bill, whichever is less, which I believe to be very
generous considering the losses we suffered. The letter sent to these customers
states that the warranty was contracted between Sensible Home Warranty and the homeowner.
We were contacted by [redacted] on behalf of the homeowner for the repairs and/or
service. Unfortunately, we spent years trying to collection our fees and are
not “requesting”, never demanding, payment from the homeowner for the service they
received, and will not pursue any action against them should they not pay.Best regards,[redacted]