F.H. Furr Plumbing, Heating, Cooling & Electrical

Laura S.

When our labor warranty ran out, we really got to see how little the company cares about you. You will never be able to get a same day appointment even if it is 20 degrees outside and you have no heat. Once your warranty is gone, so is their concern for you as a customer. Very disappointing follow up service to having them install our new heat units. I would never use them again.

Bill S.

F.H. Furr is very expensive!! I will never use them again! I used them a couple of years ago and they charged $160.00 to tighten a drain pipe on a leaky bathroom sink. It took the technician about 2 or 3 minutes to do the job.

Thomas N.

In November 2012 I purchased a new, high-efficiency Lennox gas furnace and A/C system for $8300 from FH Furr, who did the quote and installation. But, as soon as we experienced a hard freeze, the furnace stopped working. Here is the chronological history of our experience:

* Discovered at 3:45 pm. Thermostat at 70. Inside air temp 62 and falling. No furnace. Outside air temp 25 with light snow flurries
* 3:53 Reported outage to Edith at FH Furr (540) 371-9133
* 4:29 Called Monica at FH Furr (540) 371-9133 to report smoke alarms were activated. No fire detected. Alarm probably activated by electric space heater or gas logs we turned on.
* 5:01 Monica called from (571) 488-5496 to inform us the FH Furr repairman was at another house and we were next to be serviced.
* 5:38 A man called from FH Furr (703) 491-1234 to ask us if it would be OK if the repairman came tomorrow. We said no, we didn't want to spend all night in freezing temperatures without heat.
* 5:44 We called (540) 371-9133 to check the status. Matt answered and told us they wouldn't be able to send anyone to fix our furnace tonight. They'd be dispatched 'first thing tomorrow morning.' When I asked why, first he said he had two trucks in ditches and they were trying to get them out. I said fine, send one of them after they get out of the ditch. Then he said it was snowing and the trucks didn't have 4WD, so they couldn't drive. According to Weather radar, there was no snow occurring between DC and Fredericksburg at this time, and the roads were mostly clear. I had just driven up from Richmond, and the weather got better the further North I went. I asked to speak to a supervisor, but Matt wouldn't let me talk to a supervisor, or Edith, or Monica. I asked for the name of the President of FH Furr. Matt said it was Joe Banford, but wouldn't give me his number.
* 5:57 My wife called FH Furr at the (540) 371-9133 number, hoping to reach someone besides Matt. Matt answered and took her information, and said the on-call technician would call us back.
* 6:13 We called to contact Mr. Davis, FH Furr HVAC Installation Supervisor at (703) 490-6743. Left a voicemail. He has never responded.
* 7:00 Went to Home Depot at Harrison Crossing to see if they can send another vendor to fix the furnace. Talked to Shaquita, Mary, and Dave at Customer Service.
* 7:32 My wife called FH Furr at the (540) 371-9133 number, hoping to reach someone besides Matt. She talked to Mark, who said it didn't look like our furnace outage had been entered into their system! Mark said we should have a call from the on-call tech within 30 minutes
* 8:14 No call from the on-call technician yet. My wife called Mark (540) 371-9133 to check the status. Mark said he'd call the technician directly to get him to call us.
* 11:22pm Alec woke us up, calling from (571) 477-0550 to say he was just notified (10 minutes ago) of our outage. He said it would be a $175 charge because it would now be an after-hours emergency call. I said I wouldn't pay $175 for warrantee service that I reqested before 4 pm. Alec said he'd make sure the FCH Furr office called us at 7-7:30am to schedule our service.
* 8:14 After not receiving a call from FH Furr, as promised, I called them. After spending 10 minutes on hold, Nika said a serviceman would arrive between 8:30-9:30.
* 9:19 Andrew called to say he'd be here in 20 minutes.
* 9:42 Andrew arrived. He diagnosed the problem, as follows: The exterior condensation drain pipe isn't properly protected against freezing temperatures. At its termination point, outside near the A/C unit, it is frozen with a 6"" icicle hanging down from it, and it's completely backed-up to the furnace in the attic, causing the furnace to shut itself off. There's a small puddle next to the furnace.
* The best way to repair the installation, so that the condensation drain won't freeze, is to re-route the drain line to an internal drain, so that it won't be exposed to freezing outdoor temperatures. The best internal drain to use for this purpose is the laundry drain near the furnace in the ground floor below the furnace.
* 10:30 Waiting for FH Furr managers to decide whether Andrew will do the installation repair, or get the FH Furr installation crew back to repair their work
* 10:49 Andrew said FH Furr management decided for him to do the work. He needed tools , so he had to go to Stafford to retrieve them. He'll be back in about an hour, and then the job will take 1-2 hours.
* 12:40 Andrew called to say he'll be back around 1pm
* 1:10 Andrew returned and started repair
* 3:50 pm Andrew finished work and started paperwork

We're happy with our Lennox systems, but FH Furr's installation and service was unsatisfactory, except for Andrew, the repairman who finally fixed their botched installation. If I had it to do over again I'd definitely choose another vendor besides FH Furr.

Kevin M.

We called Furr, with whom have a service contract, to unplug a clogged kitchen sink drain. Less than an hour later, work finished, $410. Well, spouse paid it because she took the day off from work and needed it done. Methinks this was a little expensive. Called the office to complaint about the price, and no response back. Went online and chatted with the service rep online who relayed the message. Manager called the next morning. Rather than answer my repeated requests to explain the price, which I told him was ""outrageous,"" he gave him a 60 second lecture on being polite on the phone because I asked him ""what the hell is the justification?"" I told him to cancel our contract. He hung up. Don't deal with these guys, they have always been expensive but this was over the top and the customer service sucks.

Maureen A.

We have been loyal F.H.Furr customers for over 10 years, using them for all our heating, AC and plumbing needs. If you live in the Wash. DC area you have probably seen the truck with the giant photo of F.H.Furr waving from the back of the truck. In October 2010 they repalced our entire HVAC system with a Lenox system for $9,000.00.
Aprox. 2 years later, on Sat. 2/2/13 we woke up to a temp of 55 degrees. We tried unsuccessfully to get the thermostat to work. We called F.H.Furr to see if they could get someone to come out. They could not get anyone to come out that Saturday (booked) so the appt. was scheduled for Wed. and I would take the day off work. They could not give me a time but I was told it should be by noon. I told the person the model # of our system and to please make sure the tech had a replacement thermostat with him so the repair could be completed on that day. On Wed., as the day went on, I called 3 times to find out where the tech was and each time repeated that I would like him to have the thermostat with him. It was after 5:00 PM when the technician, Andrew showed up. He was polite and professional as all the techs have been. He states he has to run a diagnostic on the system and the charge would be $115. I am not thrilled but understand they are not a non profit and agree to the charge.
20 minutes later he tells me that we need a new thermostat. He will go out to his truck to see if he has one but if not it will cost $75 to order one. He comes back in and surprise,surprise he does not have the thermostat. The $75 receipt reads ( acquisition fee for non truck or company stock from supplier includes shipping cost). I am then told it will cost an additional $204 for them to come back and install. The $204 receipt reads (Replace manufacturer warranty thermostat, shipping and warr paperwork complete and sent to manufacturer)
TECH LEAVES AT 6:15 PM , I HAVE A BILL FOR $394 AND THE PROBLEM IS NOT FIXED.
The minute the tech leaves I pick up the phone to call F.H. Furr to let them know how unhappy I am to be charged $394 for a 2 yr. old system under warranty. I was called the next day Thurs. to say they had the part and could come over and repalce the thermostat. Because I was at work and they advertise Sat. hours I said it will have to be done on Saturday. I was then called by a Manager, Mike, and he said there was a misunderstanding ,the thermostat is a stock item and I should not be charged the $75. He also said they will make an exception and schedule the appt. for Saturday. (he explained they do not do warranty work on Sat)
So, today Sat. 2/9/13 the tech Andrew shows up and replaces and programs the thermostat. The replacement consisted of putting the front part on the existing section that was already wired to the wall. He apologizes for the $75 misunderstanding and leaves.
In conclusion, we paid $319 to replace a thermostat (under warranty) on a 2 yr. old $9000.00 system.
So, the next time I see F.H.Furr waving from the back of the truck, I will wave back- BYE, BYE that is!!!

Thomas M.

Its a shame that a company like this charges the prices it does. They are ridiculous. I will never call. I used them for the install on my HVAC since my system was purchased through home depot. Service was ok. I called them again on some minor plumbing issue. Ridiculous. The workers work oo COMMISSION as he stated and will try and break your bank to make money. Run away from this company and the guy on the truck. PS I called to let the managers know about the BS that was going on and didn' t even get a call back. They are all in on this scam from the top. Shop around. Michael and Sons is the same way.....

Brenda P.

We're members of their Preferred Service Club so I always call them when we have any plumbing issues. I had Mike out today to fix two running toilets and take a look at an outdoor faucet. One of the toilets required some minor maintenance and the other needed two repairs. What impressed me was that Mike, who was friendly and professional, gave me several money saving options including ordering and installing parts myself. He looked at a couple of other minor plumbing issues in my home and made recommendations without charging me. Seems like whenever a plumbing repair is needed, it always costs at least $200.00 so I hesitate to call but when I do, I know what to expect from FH Furr --- honesty and professionalism.

Brian C.

my hot water heater quit producing hot water a couple nights ago. big sticker on it saying fh furr installed and the unit had a ten year warranty. we were in our ninth year. so i called them and they said 29 bucks would get a guy out to look at it. i also noticed when it quit it had a slight drip from the drain spigot at the bottom. my problem was the pilot light would not stay lit. i googled it and everything came back my thermo-coupler was bad. my wife waited for their tech to show up the next day. he came in and looked at it and told us it could be one of three things. to get it to heat he had to replace some part and that it was near 400 bucks. he told me my water leak was the pressure valve and that would be 350 bucks. i told him its still under warranty. he said nope. parts are only for 6 years. only the tank is 10 year. i didnt follow up to see if he was lying. he needed 750 to start the job and if that didnt fix the heat there were two other things it could be. i didnt feel good about his estimate. i had already looked at the water leak and knew it wasnt the pressure relief valve. we reluctantly paid the 29 bucks and he left. i then called another plumber that i knew from church who over the phone said, oh yeah, needs a thermo-coupler and he could fix it that day. wouldnt be that much. he came over and installed a thermo-coupler and that fixed the heat. told me my water leak was the spigot and to just put a cap on it that is purchased from home depot for less than five bucks. he charged me 75 bucks. wow. i called the service manager the next day at fh furr. he was a good listener but went in to defense mode for his guy and stood by his estimate. had no answer for the water leak. not being there to see it i guess he thought i was lying. i have never used this company. i called that night and got the night service. i also filled out an online request for service. the next morning, thirty minutes after they opened i had still not heard from them. when i called to inquire why, they had not recieved any requests from me. so dont waste your time with their web page. if you are smart you wont waste your time or your money even calling them. do yourself a favor and call someone that will actually look at your problem and then provide you with a proper estimate... bad bad business

Will C.

ZERO STARS: This company is out of its mind with the prices they ""attempt"" to charge. Our original 75 gallon non-power vented gas water heater went down yesterday after 14 years. FH Furr is a Rheem dealer so we called them. Tim #126 responded in a reasonable amount of time, which is the only good thing I can say. After agreeing to the $30 service call fee the plumber recommended replacing the unit. Much to my shock and awe the quoted price was $3,519!!! The plumber then tried to sell me their ""Customer Care"" package at $30 a month for a 15% discount. Here is a breakdown of the quote: Water Heater: $2,263, Water Heater Acquisition Fee: $100, Replace Shut-Off Valve: $229, Expansion Tank: $351, Drain Pan: $97, 2nd Technician For Install: $479. Total: $3,519!!! I just about fell out if my chair. I asked when the work could be performed to which Tim #126 responded perhaps the next day. Suffice to say, I sent Tim #126 on his way, and found a local plumber who installed a replacement heater, that evening for $1,500. If you grow money on trees, then by all means use FH Furr, otherwise I would recommend shopping around.

Siroos T.

My experience with these guys was very interesting/weird.
I called to have them install new units at my house, including duct work.
At first they said it will cost around $20K, which 1. was WAYYYYYYYYY over priced, we got it done for less than 10K, and 2. they bailed out when I wanted them to come out and do it.

They gave me this weird excuse that went something like, ""we are currently only in repairs, and won't do new installations"", which begged the question as why they would give me a price estimate in the first place.

Just weird!