Williams and Fogg Heating & Air

We responded to install new faucet and old garbage disposal to a new sink. The box to the faucet was opened and parts placed all over the counter. We installed the new faucet and went to connect the old garbage disposal to the sink and existing drain piping. Parts for the disposal scattered, only...

one screw for holding plate with disposal. Others eventually found in a plastic tool box. Upon inspections of parts, the holding ring was missing. Me (Fred) and the lady at the house both looked for missing ring. Part was not found. Contacted Mr. [redacted] and advised him of situation, was told at the time to do what needed to be done. I (Fred) left to pick up need lock and holder for garbage disposal. Returned to complete job and connect disposal and drain. After everything was complete the lady showed me she had found the missing parts. The other lock and holder for disposal had already been installed, left old parts on site. Left ticket and obtained credit card number for payment. Considered work completed and done.

Nightmare vendor. Crooks. You have been warned.

Mr. [redacted] garage ceiling has been repaired.We have taken Mr.[redacted] word regarding the tools he claims are missing and have adjusted his claim for normal depreciation.  He claimed $430.29 an we have assessed a $300.00 credit on his invoice.

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]

We have been swamped with Air Conditioning calls since the weather changed and appointments are being booked two weeks in advance.  I understand that it is hard to wait for an appointment when it's hot and your air conditioning isn't working. The technician that came to [redacted]  home...

did find that the part was broken when he arrived to replace the part.  Our office closes at 5:00 p.m. so the office personnel that answers the phone in the evenings for emergency calls would not have been aware of the situation and I'm sure the customer would have been told to call back the following morning. Our customers are very important to us and this was an unusual situation.  The technician put us in a bind and we apologized to [redacted] and scheduled him as soon as we could.  He was not told that we were too busy to fit him in, but he was told that we had already scheduled appointments and we were giving him the soonest possible appointment.  It wasn't a matter of fitting him in nor finishing a job, but having a technician available to finish the job.  We have completed his work and apologize for any inconvenience and hope he is enjoying his air conditioning.

We Mail out the young lady check on 9/29/2017. We are not in control of the mail system, but we have check with the bank that the check has yet to be cashed.  She has been calling us checking and we notify her that the check went out several times. As we offer her each time to write...

another one and hand deliver to her.

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:
At this time, I have not been contacted by Williams and Fogg Heating & Air Co. regarding complaint...

ID [redacted].
Regards,
[redacted]

The electrical estimator is currently putting together all of the materials owed to Ms. [redacted] and will make arrangement to deliver them to her.  This should account for all monies paid to date on this project.
absolute; overflow: hidden; margin: 0px; padding: 0px; left: 3px; top: 3px; width: 1px; height: 1px;">The electrical estimator is currently putting together all of the materials owed to Ms. [redacted] and will make arrangement to deliver them to her.  This should account for all monies paid to date on this project.

[A default letter is provided...

here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me and my client, [redacted] I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

- Electrical permit has been obtained and is awaiting final inspection Friday Nov. 13.   - Contract clearly states that drywall repair is NOT included. - Technician has not addressed the foundation issue due to, and caused by, it's existing unstable condition.  Suggest that...

the foundation be inspected before any repairs are attempted.- Customer received range and microwave hook up at no charge ($800 value) as compensation for her issues

Dear [redacted],
I will be more than glad to send another plumber to the [redacted] home to correct any problem there may be from the repairs, and the plumber [redacted] said that if there was a problem, with anything to call the office and let us know, if anything like that arises we will be there to check into it for them or anyone else we deal with.
Williams and Fogg has plenty of help to cover anything that arises, the [redacted] have not called us about anything other than trying to get the bill reduced in some way, but this is the first time anyone in our office heard of something not working. Customers always call us when they can't get in touch with person who they know in the beginning. Then after the company finish the work the customer stops the company from not coming on the property instead of letting the company recheck any work they have done. Why would a person do that?
There's always guarantees or warranties on every job, at no cost but lots of times customers have friends or family members that will do the job for less but they could not get them at the time of the failure and most of the time  we can tell that that's what's going to happen when customers don't pay us at time of service, there's usually a sign of what's getting ready to happen, in spite of all that and how people treat each other now a days. I've been watching that working with the changing times and attitudes and making changes in the way my people handle jobs and customers for over 37 years and take classes to help understand our part in communicating with people and I have been successful in business.
[redacted]
Owner

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.

Review: I was inappropriately overcharged for the service provided. Plumber came without the appropriate tools late in the evening and left as he was unable to finish the job with his current tools. He presented the next day and finished the job but charged me trip charges $125 for both trips. Then the math of the final payment and his breakdown did not add up. Upon talking to his boss, they threatned to increase the price even higher. We settled on a price and I provided my credit card to the plumber who called in the number to his boss. Uncertain what software/e-commerce they are using but they had trouble with the credit card. They called me the following day and I confirmed the number as asked them to give me a call if it did not work again.

On followup phone call, the owner of the business threated to take me to court and sue me for "FRAUD" that I was providing credit card that was stolen or cancelled. He then increased the price form 325$ to 375$ on the fact that "this is counted as a returned check" and "everytime he has to process my card he is charged 20$". He reported trying to charge the card 4 times (technically that would be 80$ if his math added up). Regardless, he continued to harrass me and said "he knew where I lived" and "he will take me to court over this". I offered him CASH given the difficulty of the card payment but he said he will only take cash if the payment amount amount is 375$ now. I refused and offered to pay him only 325$ which the original invoice was. He continued to threaten me over the phone. He then hung up the phone on me. This conversation took place 5/21/2015 approximately 8pm.Desired Settlement: Obtain your original invoice amount and apology for threats.

Business

Response:

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

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!

They were professionals, they work as contractors so they are fast, effective and very reasonably priced.

Should have checked the Revdex.com site before calling Williams & Fogg. I had an AC issue with an old unit not blowing air. The tech literally jiggled some wires around at the thermostat, it started working and charged $275 for the work excluding the service charge. One week later it stopped working and now I'm trying to get them back to REALLY fix it.

When I called, the customer service person put the phone down and started looking up my information and I heard a profanity laced tirade about the workers! I was completely shocked!

This company's work is shoddy at best, professionalism is non-existent and pricing is absolutely ridiculous. Buyer beware!

Review: On July 3 a Williams and Fogg technician arrived at my house to repair the problem I had of no cold air blowing out of my upstairs vent. The technician secured some wires on a thermostat and recommended pumping the drain to ensure there was no clog. I agreed and after about 20 minutes worth of work there was cold air flowing out of the vent. I paid the, what I considered rather excessive, charge of $495.

I went on vacation and returned home on July 17th to the AC not working. I called Williams and Fogg and they sent the same technician out as the first time. His immediate response was "You don't have any refrigerant. It all leaked out." I asked how he knew that without having even looked at the unit and he said because he filled it up last time he was there. I said he didn't and he insisted he did. After arguing and reciting exactly what he did last time he said he would check. He discovered a burned out wire on the unit that he replaced and recommended that he do a leak check that he wouldn't charge me for so I agreed. He found a leak and suggested that I fill the unit up with freon because it would at least work for a little while. I agreed. He gave me a bill and told me that I should submit a claim for a new unit to the insurance company and that he would provide an estimate. He also said that if the insurance company accepted the claim that I didn't have to worry about the bill. I agreed and he left. The problem was not fixed. There was still no cold air.

My complaint is that the technician made repairs that did not fix the problem and was more concerned about me submitting a claim to the insurance company for a new unit. He NEVER went upstairs to even check to see if his repairs fixed the problem. I called Williams and Fogg the next day and told them that the problem was still not fixed. Now they are insisting I pay for repairs that did nothing to address my problem.

I called Williams and Fogg on September 8th to resolve the billing issue and their solution was to get the tech on the phone to bully, talk over, insult, and argue with me. The 'customer service' rep who was apparently listening ended the call by saying they were going to take me to court and the tech said "Good, I like taking a day off to go to court."Desired Settlement: Waive the bill for the improper and inferior repairs.

Business

Response:

COMPLAINT RESPONSE

Revdex.com Case# [redacted] -Williams and Fogg Heating & Air Co.

In performing the service for the primary issue (no air flow) of the customer's unit on June 30th , 2014 the technician found loose wires on fan relay & clogged drain lines. At this time he was charged for diagnostic, clearing the drain line and to rewire fan relay, pumping water out of drain pan & testing, the unit then was operating properly. On July 23'd'the technician returned to re-diagnose, did not find water in drain pan and fan was running, but found a new problem with the 51st week year of 1987-27 year old [redacted] unit to a non-functioning compressor with burnt wires. The burnt wires were replaced to make temporary repair; was given an estimate to replace the equipment that the customer wanted repaired. The technician noticed the outdoor unit was very dirty and the system was low on R-22. The system was leak tested and multiple leaks in evaporator coils and leaks on service valves were found, the customer was charged $378 for an extended diagnostic, materials and labor.

Another Williams and Fogg technician went to the home, did not make written diagnostic, repairs or invoice. That technician is no longer employed by

Williams and Fogg Heating and Air. We do not warranty lea king systems after diagnostic to which no attempts were made to have leaks repaired.

Note-first repairs done to air handler in attic fan control wiring, second diagnostic burnt wires on compressor outside the home. The customer stated the technician should have found this problem the first visit. It was explained that it was a new problem that could not have been foreseen or prevented. The customer remains responsible for the unpaid balance on the account. The technician asked the home owner if Williams and Fogg resolved the problem and he didn't answer, but replied the unit is fixed now.

Williams and Fogg Heating and Air Company warrant all repairs that are made. We do not warranty R22 in a leaking system unless repairs are made to correct the leak.

Thank you,

Consumer

Response:

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.

The bill presented for repairs on June 30th was paid in full at the time of service. It is false that the technician re-diagnosed the problem by not finding water in drain pan and found the fan running. He never went upstairs to the attic to look. Nor did the technician ever evaluate if his diagnosis, labor and repair addressed the problem of no cold air coming out of upstairs vents. It didn't which is why I called again the next day.

Review: This has to be the worst experience I have had with a contractor! My warranty company uses Williams and Fogg, which I had never heard of and WOULD not recommend to anyone! The supposed 21 year veteran journeyman, took 5 1/2 hours to replace my gas hot water heater! really????? I was charged $250 for a permit that costs $58.14 from [redacted] and $105 for a drip pan that costs $15 from [redacted]. When I questioned the "[redacted]" I was told that, they are in business to make money and they have to pay for their labor and trucks. After I asked to speak to the[redacted], Mr. Fogg, I was told that I was speaking to him...[redacted], the [redacted] was the owner, he didnt think he had to reveal his position within the organization when I originally asked his name and position within the firm! Please keep in mind, the warranty company pays for the water heater and the labor to install the water heater, the home owner pays for the disposal fee, any pipe modifications, the permit fee, and basically whatever else they figure you need. My bill was $505.00. oh wait, plus the $75 deductible for the stupid warranty company. Why can a contractor make a profit off a permit? and $200 at that, especially when they did not even go to the county to get it...they told me, they did it ONLINE. and you ought to see the drain pan, it looks like a mack truck ran over it 10 times and the solder job....you would think I did it! I was also told by "[redacted]" that I could call the inspection in and that it was my responsibility. I politely informed him, I, the homeowner didnt pull the permit, therefore he could call the inspection and if he choose not too, then I would report him, not only to the County Building, Planning and Zoning Dept, but to DPOR, the Revdex.com and anywhere else my little fingers could get me. His response, "those things only go but so far". Well, I can tell you, He might have gotten his money, because I needed hot water, however my fight is not quite done! Let's also add, I was never given any paperwork, receipt, warranty, nothing from this installer.Desired Settlement: I believe this company should credit back part of the permit fee and the drain pain fee. These rates are simply ridiculous! ROBBERY!

Business

Response:

[redacted]We are responding to your letter dated December 29, 2014 forcase [redacted] for property owned by [redacted]. On December 19, 2014 wereceived a work order from [redacted] for[redacted]. After speaking with one of the owners, [redacted],we scheduled a Service and Diagnostic appointment for December 22, 2014, Uponcompletion, the service technician [redacted] reported the findings to [redacted] for approval. [redacted] spoke with [redacted] and receivedhis verbal for Williams and Fogg to move forward with the work order. Had the warrantycompany been concerned about the amount of the work order, they would not havemoved forward with the repair.Williams and Fogg Heating and Air never entered into a work relationshipwith [redacted]. Our agreement is with the home owner [redacted] and[redacted] is the client’s daughter who resides at the residence andis not on the warranty paperwork. [redacted] approved the initial work order with[redacted] and approved the revised quote to cover the additionalitems needed to install the water heater. This can be verified with[redacted] did attempt to explain to [redacted] that she isnot the client and that she would need to speak with her father. She did demandmoney back when no funds have transferred from [redacted] to Williams and FoggHeating and Air. Payment is due upon completion of final inspection. We spokewith [redacted] this morning, January 5, 2015, to schedule a date to complete theadditional work required for the water heater to pass inspection. [redacted] saidtoday was not good, as his daughter is sick at this time. He stated he wouldinstruct his daughter to allow Williams and Food back on the property tocomplete the required work. He said that he would tell his daughter and themale at the property to stop instructing Williams and Fogg workers how to dotheir jobs.[redacted] did receive the invoice for the work not coveredunder warranty, he will put the check in the mail once the work is completed.At this time we are waiting for [redacted] to contact us to reschedule a day tocomplete the work.Should you have any questions you may reach me at [redacted]or via email at [redacted]

Consumer

Response:

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.If I read the information properly, there is no offer presented. Williams and Fogg have no choice but to re-enter OUR property to correct the issues to pass inspection on the OPEN permit that they obtained at no cost to US! Neither myself, nor my father submitted the work order, our warranty company submitted the work order, as we did not have a choice of a plumber.(per Williams and Fogg [redacted]) My name is listed with the warranty company, [redacted], which can be verified by calling them. I never demanded money back, nor even suggested that I have exchanged money. I suggested that MY FATHER should be given a refund for the amount he was charged due to the incompetence of the installer, which is verified by the failed inspection, not once, but twice and for the amount of the materials. I was told by "Bill", the installer that the deductible was already paid for by my Father and that he did authorize the additional charges and PAID for them, what choice did we have? Of course all of this was done over the phone and I was present during the install (all documents signed by myself, [redacted]) and this was highway robbery!Yes, Williams and Fogg did speak with my Father, [redacted] on Monday, January 5th and Mr. Fogg's recollection of the conversation is completely inaccurate. It is now Wednesday, January 7th and I am still awaiting a call from them to schedule the work that they are REQUIRED to correct in order to pass inspection. I can not understand how a business can survive with such a level of incompetence and unprofessionalism and blatantly twist it and ignore it.

Regards,

Review: Advertised price was much lower than quoted price. HVAC system ordered and never was installed. Employees urinated in our driveway. Partial electrical work was completed by was not to code creating a fire hazard. Installation was to take four hours and was still not completed after four days staying until 8:30PM. Employee fell through the ceiling making a huge hole. Drywall repair work was not completed. Upon cancelling the order [redacted] & Fogg demanded an $1800 restocking fee for the equipment (that they ruined during installation.) They never came when they said they would every appointment they made was broken by them. An appointment was set up for them to pick up their equipment and they did not show up. They said that they showed up a week later but did not inform us of the appointment. Employees showed up to install the system and did not have the correct tools and I loaned them my tools. Employee released [redacted] from the existing system into our attic!!! Employee released [redacted] coolant into the atmosphere on the new unit.Desired Settlement: We wish to let other people know about this organization. We wish that the restocking fee be waved as [redacted] & Fogg broke the contract by not completing the job and performing sub-standard and unprofessional work.

Business

Response:

The re-stocking fee assessed for cancellation of the contract has been waived. We have not yet been able to schedule a time with the [redacted]' to remove the equipment. We did miss one appointment for the removal but have not been able to contact them to reschedule and they have not returned our calls. It is our position that if they refuse to schedule a convenient time for the removal of the equipment, that they should be held liable for the direct costs of the equipment. We will make another attempt via certified mail before pursuing that avenue further. the ceiling has been repaired.

Review: On October 9, 2015, I entered into contract with Williams & Fogg Heating and Air Company. The purpose of the contract was to perform labor and materials necessary for the completion of: install 2ton heat pump and air handler with 10kw heater kit to heat and cool home, all new ductwork, new high and low voltage wiring, new line set, new thermostat, which includes Code Upgrades: Pad, pump ups, lock caps, safety switch drain pan. To include permits.

Concerns:

1. Per the City of Richmond Permit Department, they have no records on file of the company requesting required permits for the residence where work was performed: [redacted]. In the absence of the appropriate permits, I'm concerned about the quality and safety of the work that has been performed because the City was never involved nor has any of the work been inspected.

2. Inappropriate installment of Electrical Panel Box and exterior meter; exposed copper wiring and a whole in the foundation where electrician ran wires under house that was never restored to original state.

Actions taken:

In an effort to resolve these issues, I've attempted to communicate with [redacted] (Heating/Air Installer) and [redacted] (Electrician) regarding the timeliness of completing my project because of their inconsistent schedules. On Saturday, October 17, 2015, I placed my first formal complaint with Williams & Fogg by phone. They sent [redacted] (Electrician) out to resume electrical work but would not allow him to return on Sunday to complete job. On Monday, October 19, 2015, I called Williams & Fogg requesting to speak with [redacted] and was told he was out of the office, I spoke with Fred. That evening Supervisors [redacted] and L.C. came out to assess project and Electricians [redacted] and [redacted] returned to hook up range and microwave. Williams & Fogg staff have not returned to residence since 10/19/15 and Fred has not responded to any of my calls nor messages since 10/21/15.Desired Settlement: Request that all areas referenced above be addressed and corrected, required permits be pulled so that the City of Richmond can inspect all work performed for compliance and safety, Dominion Power be notified of upgrades, that Williams & Fogg communicate in writing the status of the project, the technician being assigned to complete project, and the date/time technician will return to complete project.

The lack of professionalism and poor customer service rendered to me by Williams & Fogg has not only caused a financial hardship to me (lost time from work waiting for technicians and they never arrive; loss of rental income due to incomplete project; having to compensate drywall/painters to repair errors made during the installation process for ducts/electrical). What should have been a three day job (as per Khris) has turned into a mentally exhausting experience and I'm unsure if the behavior exhibited by Williams & Fogg is customary or is presented because I'm a single female.

Business

Response:

- Electrical permit has been obtained and is awaiting final inspection Friday Nov. 13. - Contract clearly states that drywall repair is NOT included.