Fox Service Company

Tanker C.

I would never recommend this company. I have an 8 year old tankless water heater (Navien) that showed an error on the tank. I called Fox Service to come out, next appointment a week from call, they were listed as an authorized Navien service (a loosely supplied name) provider. They came out and deducted they need to order 1 or maybe 2 parts. The serviceman was here for maximum of an hour, after having called some older, probably more experienced colleague to confirm his assessment. The service call charge, $256 (again their hourly rates are $156. Later in the day I called to find out when the new parts would arrive. Ryan, the serviceman said his supplier hadn't given him a date, they had no stock and it could be 1 to 2 weeks. I called Navien, spoke to a representative who gave me the 2 parts #'s to required, this took a less than 5 minute phone call. I ordered the parts online. I called Ryan to say I had ordered the parts and her immediately told me his work would not be warranted with parts I ordered. I said no problem. The minute I hung up I called to schedule him back to install the parts and the earliest Fox could schedule someone was next Wednesday but they wanted Ryan to return since he started the project, one day later on Thursday. I agreed, I felt like I would really be overcharged with a new serviceman. I received the parts on Tuesday. Ryan came today and installed 1 of the parts and said the other part was the wrong one, even though the Navien rep said it was. Luckily it was a part that was required since the water heater is working as I write. Ryan was here 1-1/2 hours.....today's charge $418. i asked about the discrepancy in pricing and he said for all the work he did off-site, really.

It's funny how they sent me a survey of how well they did on the 1st visit, I responded with call me and email address. I have yet to hear from anyone.

I would warn "let the buyer beware" to call this company. They willl never be called back to my home, just say'n.

Looking at Yelp reviews now, damn I should have look before I called them. My bad.

Nikki N.

Zero stars!!! Laundry room was flooding called the girl scheduled and appointment from 12-6. I called back a few hours later to see what time they thought they would be here because it was my daughter's birthday and either my husband or I would have to stay behind and I was trying to get a window of time so maybe we could go for a little while. When I called back they ended up telling me that they WERE NOT COMING!!! I couldn't believe it! When were they going to call me and let me know this??? Then they acted like it was no big deal and that I'm over reacting!! My laundry room is flooded I called early in the morning it's now noon and you tell me you're not coming and I found out only because I called you??? Sorry way of doing business sorry response to their mess up and no responsibility!!
Please don't use this company please call Clarke-Kent instead much better company who keeps their promise of coming and cheaper!!!

Tristan C.

Long story short.... Fox replaced 3 full HVAC systems in our home over the past two weeks and 2 OF THE NEW SYSTEMS INSTALLED BY FOX HAD GAS LEAKS. I was in the attic organizing Christmas decorations and noticed the gas smell. I immediately turned off the gas and called Fox. They had a tech out within 30 minutes and he identified leaks in two of the recently installed systems. One had been leaking for over a week!!!! I had difficulty with Fox during the scheduling process, but that pales in comparison to the dangerous situation they put my family in. Thank goodness my wife asked me to get out the Christmas decorations, otherwise we may have been in a terrible situation.

Clement H.

You can't rely on this company for their emergency services. I called after hours at 6:30pm and was told they could come to my home in FOUR days!!

Morgan T.

I had Fox come out to take a look at my on demand water heater. Things started off not so great when they told me it was a $99 service call and that wouldnt even go towards repairs if I chose to make them. Definitely something that should have been mentioned when I made the appt and not typical of most companies I have dealt with. I had a whole report from the manufacturer with error codes but the team sent ignored that and just went about running their own tests at ~$175/hr. At the end of it all I was out $250 and nothing was resolved. This company is overpriced compared to similar services and I wouldn't use them in the future. I gave 3 stars because the crew showed up on time and was respectful.

Anthony C.

I received a call from the General Manager of Fox Service Company as well as received the refund as requested. Thank you Fox Service Company General Manager for your professionalism and honesty in resolving my complaint quickly.

Paul M.

*** DO NOT USE THIS A/C COMPANY ***

This was the absolute worse contractor project I've ever experienced.

I've had an A/C service contract with Fox for years with 2 visits per year to make sure everything is working properly. I let the contract laps during COVID for obvious reasons. I experienced an issue with the drain pan under the attic unit filling up and overflowing leaking water into our dining room. Being a handy guy, I climbed into the attic to investigate and found the drain line clogged and the float switch in the pan lifted out of the water. Fox is the only company to touch the system in over 15 years.

I unclogged the drain and called Fox to identify and fix the root cause of the excessive water. The heat pump unit was over 20 years old and as I expected, a Freon leak was not economically repairable. The tech called the salesman and we came to an agreement for a new system. Not cheap but top-of-the line. Salesman & project manager Matt scheduled installation about a week later to ensure all the associated parts, condenser pad specifically, would be available on the installation date as we had guests coming to visit on Sat after a Friday installation. Matt assured me that the installation would only take a half day.

Crew shows up about 9am Friday as scheduled and starts the installation. The first problem is that the pad they brought is the wrong size! They placed the new condenser on a pad with the feet over hanging the edge of the pad. The crew then has problems bringing the new system online about 4PM (so much for the half day installation) and goes into trouble shooting mode. At 9pm, the installation crew throws up their hands and calls it a night unable to make it work. They say a lead installer will be out @ 9am to fix it. Matt will not answer his cell phone and won't reply timely to texts. IT'S THE MIDDLE OF JULY AND NO AC - ANSWER THE DAMN PHONE!!!!

So off we go to a motel for the night that Matt refused to pay for! By text, Matt will not come to the house to ensure the project is completed on time and the technical supervisor lives out of town and won't be there either. Where's the accountability???

Lead tech shows up at 9ish and about 4 hrs later all is up and running. One of the electric wires had been disconnected in the main circuit breaker panel.

The condenser pad was replaced 2 weeks later by the quality control crew who used paver blocks to rig the pad to make it level, looked like crap! I looked at it and just threw up my hands, I can do it right myself just leave.

The finance company refused to withhold funds until the job was complete, no recourse for bad work.

Jennifer J.

I'll start by saying its unfortunate to be writing this bc Fox was referred to me by a very trusted neighbor who has had good experiences. Unfortunately, that was not my experience. I scheduled a tech to come out just to check the functioning of my unit; nothing was wrong with it, but the unit is getting old, so I wanted to be as proactive as possible. After just about 10 minutes of "looking" the tech told me the unit was old, not functioning correctly and needed to be replaced. I asked how much that may run, and he flippantly replied, "that's a loaded question; could be $6k, could be $18k." When I asked if he could give a more targeted estimate based on the size of my current unit and home, he said "the tag was missing from the unit, so there was no way for him to know it's size." His responses raised red flags and were quite honestly, very condescending . He then talked about how we could band-aid fix it by adding Freon, but there was no way to know how much (which was a legitimate answer); he said he could do a leak test on the spot which would help better answer that. Unfortunately, I fell for this suggestion (to the cost of $399), and sure enough he found a leak. He referred me to their sales department to discuss next steps of repair vs. replacement

Since I was not pleased with my experience and concerned about the validity of the diagnosis, given the unit still seemed to be functioning just fine, I got a 2nd opinion (also a trusted referral). Low and behold, the second opinion found nothing wrong with the unit minus a faulty damper and the need to clean the outside condenser of some mud. The tech even commented on how impressed he was with how the unit functioned given its age.

It is frustrating and disappointing to think of the hundreds of dollars actually wasted (and the thousands of dollars potentially wasted)...an unfortunate yet good reminder to trust your gut!

Kelly A.

Please, mind you, I am not writing this review rating the quality of service because I never got any. They could be the best in the entire nation and I wouldn't know, so if you are here trying to figure out quality, then jump to the next review.

Honestly, I spent three hours calling HVAC/AC emergency services from 12-3AM nonstop on a Saturday night, Sunday morning. Bad time for your unit to go out if you want emergency service, I guess, because I got one callback that night (from Apex) and one quote from another company that wanted $500 to come out and look at some wires. Radio silence elsewhere. I called every single company that listed emergency services in Austin or any surrounding area that serviced Austin. Nonstop from 12-3. Not an exaggeration. If you want a screenshot of my phone scrolling through a bunch of random numbers, I am happy to send the proof. Call one number, leave information with an agent for "on call person to call back," call next, continue. I considered leaving a bad review for every single company. But, ultimately, Fox took the cake. Congrats.

I am not sure what someone defines emergency as or what emergency response time means, clearly. To me, emergency means you are having a heart attack and need an ambulance right there. In the AC world, emergency, to me, means you have any number of circumstances requiring immediate return of service. For me, making sure my AC was running before the sun came up could have been life or death for the dogs that I board and train in my home, or my own. If that sounds dramatic, I know several people who have had dogs die in their homes after their AC went out and they did not realize it was climbing closer to 90° inside. It takes 15 minutes for a dog to overheat and die.

So why does Fox get the privilege of the review? A lot of companies called me back that morning. Apex had taken care of me within 20 minutes of calling, so I didn't need anyone anymore. Morning was not acceptable to me but at least it was something. I think I received maybe four calls out of 20? Cool.

It's a day and a half later, and I get a call from Fox. A day and a half. For an emergency call. A day and a half. A. Day. And. A. Half. In what world that is an emergency response time, I do not know. But I do know every single fucking dog in my home would definitely be dead 10 times over right now and that's not exaggerating. If I wanted standard service, cool. Thanks for calling. At this point, you are a joke. This is a slap in the face.

At the end of the day, I've come to realize that everyone in Austin needs to remove the word emergency from their website if they cannot offer emergency services. Please do not come back at me with, we were very busy. I call BS on that. Even if it were true, a call back saying, hey I won't be able to come out tonight, here is my next available space, would have been better than what happened. Take the words 24/7 off of your website. I know that it's really just a ploy to get people to call in and leave information because 24/7 just means that their on-call system is open. I am sure every single person was dead ass asleep. Why people can't just be honest about that, I don't know. But it would have saved me some goddamn trouble if there was any information about actual availability times.

Thank you for the dead dogs, Fox. Don't bother calling. If you have an emergency, anyone, try Apex.

David G.

I used to have a very favorable impression of Fox Service. They did the HVAC repair and maintenance for a previous employer. I called to get them to fix my central air system which wouldn't blow cold. I told the representative I spoke with on the phone, I thought it was likely the run/start capacitor.

Their tech diagnosed it and told me I needed a replacement run/start capacitor. After having described the symptoms and the remedy he showed up without the capicitor.He went back to their shop to pick one up.They didn't have one in stock so he fixed it by wiring multiple compactors overed by a torn and shabby cardboard box with exposed wires into my outdoor condenser unit. I was charged for two service calls.

That fix failed in a few days. Approximately $800 later they said I needed to replace the whole system and quoted me far more than their reputable competitors. They wouldn't apply the previous service charges toward the repair either.

Bottom line -- I bought the part for about $20 and fixed it myself. I called and explained what happened and said I thought I deserved a partial refund. Others in the same business in San Antonio (not on competition with Fox) agreed. I never received any financial consideration.

I will NEVER use them again. The second star is only for previous experiences.