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

Forum Index » Home Improvement, Design, and Decorating

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

Subject:

Emoticons





More smilies

Text Color: Font: Close Marks

[quote=Anonymous]DO NOT BE FOOLED BY FH FURR !!

In November 2024, I signed FURR’s Gold Preferred Partner Plan (Peace Of Mind Comfort Program™ Plan) that included the “Front of the Line”- Priority service in an agreement that they would install an electric heating unit with heat pump, remove the existing gas heating unit, and that the whole unit would be capable of operating from electricity supplied by solar panels. Under the contract in December 2024, FURR performed the installation in my home.

One month after the installation was complete (January 2025), I awoke to a cold house, with NO HEAT coming from the FURR unit, which was stone cold, and its thermostat was entirely blank and nonfunctional.  I telephoned FURR immediately that morning, described there was NO HEAT and requested emergency service the same day, especially since much colder and snowy conditions were predicted to start the next morning. The response of the FURR telephone receptionist was: There is no one available today. I RECEIVED NO EMERGENCY SERVICE from FURR ever, even though their contract stated:  "As a Peace of Mind Comfort Program member, you can expect priority service from F.H. Furr! We will work with your schedule to get a technician to your home at your earliest convenience!"  DON’T BELIEVE THIS!

Therefore, I telephoned another HVAC company, who came on the same morning that FURR had refused to come. I am very grateful to that company (!), which was Farrell’s Home Comfort Services, since they were able to get the unit to function. However, the unit was not heating as well as it should have been. I told him that I thought the unit was working very hard ever since it was installed. I thought this was unusual at the time, and might indicate that the unit was not working as it should. Mr. Farrell indicated further repair and/or replacement of the unit was necessary in order to avoid failure again, and offered to do so ASAP if FURR did not respond. 
Even though I called FURR daily for the next 3 days, asking them to examine the unit, the response was always: There is no one available today. Each day I asked to speak to a Client Services Representative, but I was not transferred to anyone. I did not receive ANY follow up phone calls from FURR in response to my calls. Therefore, I contracted with Farrell’s Home Comfort Services to come on Jan. 17, 2025, to repair and/or replace the failed heating unit that FURR had installed in December.
	On Jan. 16, 2025, one day before Farrell’s Home Services was to arrive,  I received a phone call from an unidentified group of men at FURR, one of whom was the Head of the Service Unit. I told them their failed unit was not fit for the particular purpose for which I had contracted. I said FURR’s Peace Of Mind Comfort Program had a System Replacement policy if unrepairable, and a 2 YR BUY BACK GUARANTEE if unacceptable. I requested reimbursement for the unit, cancellation of their service contract, and reimbursement for unused contract portion. Some apologized for what I had been through and failure of previous representatives to “get me to someone who could help me,” but offered nothing substantive to compensate for failure to deliver emergency services or replace the unit. 
The next day, I received phone call from a FURR executive, who said another company had evaluated the unit "before FURR had a chance to examine it.” I said that FURR had several chances during the emergency to examine/fix the unit. It was not my fault that FURR chose to ignore their contract obligation to provide emergency service and examine the unit. They did not examine the unit when they had the contractual obligation and customer requests to do so. I told them again that their unit was not fit for the particular purpose for which I had contracted with them. The unit they installed unit failed to meet this purpose. 
I mentioned that FURR’s Peace Of Mind Comfort Program™ had a System Replacement policy if unrepairable, and a 2 YEAR BUY BACK GUARANTEE if found to be unacceptable. I requested reimbursement for the failed unit, and cancellation of their service contract, with percentage reimbursement for the remaining contract portion. Some group members vocally apologized for what I had been through and the failure of previous representatives to “get me to someone who could help me’’ but offered nothing substantive to compensate for failure to deliver emergency services, or to buy back or replace the failed unit.
	The next day,  January 17, 2025, I received a phone call from a FURR employee, who was not apologetic and refused to buy back their failed unit. He said that another company had evaluated the unit before FURR “had a chance to examine it.” I pointed out that I gave FURR several chances during the emergency to examine and/or fix the unit. It was not my fault that FURR chose to ignore their contractual obligation to provide the emergency service in my contract. The emergency began on Jan. 5, and as he now first called me on Jan. 17, he was 12 days too late. FURR was at fault because they did not examine the unit when they had the contractual obligation and several customer requests to do so. Therefore on Jan. 17, I had the FURR unit removed and replaced by Farrell’s Home Comfort Services. They found that, in addition to the faulty electrical wiring in the thermostat that he had originally identified, there was faulty wiring in the main electrical unit. In addition, the unit was not suitable for solar panel input, which I had clearly indicated to FH FURR would be necessary.

As of Jan. 24, 2025, I had not received an official compensation offer from FURR for failing to meet their contractual obligations to me. Therefore, I filed a complaint with the Better Business Bureau (BBB) in Arlington, Virginia. A few days later, I received a text message from the previous FURR employee (of Jan 17) asking me to call him back, which I did. He offered to “compensate me for my frustration” in dealing with this issue. He offered a figure that was only 23% of the cost of replacing the whole electric unit. I told him that he was only offering 23% of that total cost, and he refused to compensate me for the entire amount. 
Although I received his check as “compensation for my frustration” from FH FURR in February 2025, I do not consider this a reasonable complete settlement because: this does not compensate me for FURR’s failure to meet its contractual obligations to provide the emergency service and to repair or replace their heating unit that failed after only one month in operation because it was not fit for the particular purpose for which I had contracted with them. Furthermore, the faulty wiring indicates that it was also improperly installed by FURR in the first place. 
[/quote]

Options

	Disable HTML in this message
	Disable BB Code in this message
	Disable smilies in this message

Review message

Search Recent Topics Hottest Topics