Reply to How does FH Furr have almost 5 star reviews?

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[quote=Anonymous]On Aug 5, 2024 our fan for our high velocity air condition unit died and the repair costs exceeded in over $1,500.  The sales representative Ken came out on Tuesday to sell us a new high velocity systems which cost us over $18,000 as opposed to the one he tried to convince us to buy which was $25,000.  He promised (F,H,Furr) to send us 2 stand up portable ac units.  We suffered 4 nights in heat between 85-88 degree and after a phone call to customer service to voice our concerns the 2 portal ac units were delivered on Friday.  The new unit was to be installed on Monday because they could not find a unit close by and  FH.Furr found one in Ohio. Because of the Storm from Hurricane Betty the unit was not delivered to Maryland until the following Monday.  Wednesday morning the new high velocity unit was installed by Derrick.  By Thursday afternoon I placed an emergency call to Customer Service stating that the AC Unit was FLOODING our guest bedroom through the bedroom ceiling, down the wooden window frame and destroying the plaster wall in the guest bedroom.  The customer service representative assured us that a technician would be our house by 7pm.  The technician Steven showed up at 7:38 pm and went up into the attic and took a picture of the water flooding our attic floor.  The new pcp pipe was not GLUED to the new unit.  He called his manager on how to proceed.  He disconnected the pipe and replaced it with a new pcp pipe making sure that this pipe was properly glued to the ac unit condenser.  We used 2 sets of towels to mop up the water.  Again no phones received from Customer Service and I placed a call to them in the afternoon hour.  F. H. Furr promised to send out an inspector to survey the damage that was caused by the installer's negligence.  On Monday at 8:45am a company called Cornerstone General Construction showed up at our house.  We were confused because F.H. Furr promised an inspector.  We did not authorize this unexpected visit but we showed them the damage wall.  The representative from Cornerstone was informed that the damage wall was plaster board.  He said that he had plaster mix in his truck.  They applied 3 coats of plaster onto the walls, sanded the wood window frame, went to Sherwin William's to match the paint to our wall.  The team was here all day and they did an absolute fantastic job.  I called F.H.Furr customer service to see where was the Prince George's County inspector, for peace of mind, to make sure that this unit was properly installed.  We waited 1 1/2 week and no inspector showed up and so once again I called Customer Service and Talked with Katie (8/29/2024) and she informed me that NO call was made by F.H.Furr for a Prince George's County Inspector to inspect the unit.  F.H.Furr lacks true transparency for Customer Satisfaction and I give them a 2.5 rating.  They need to re-train their staff and technicians so that this type of negligence does not happen to any customer.
 
Work to be done "Change Air Handler in package to a Unico High Velocity Air Handler with ECM MOTOR to match application. Includes supply and return duct connections to connect air handler to existing distribution network. Attic Installation Kit. The new system will be installed in the attic to reconnect to existing distribution network. Attic installations include a new Drain Pan and overflow safety switch to help prevent home from water damage."[/quote]

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