ComplaintsforThe Favret Company

• Initial Complaint

  03/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called Favret Heating & Cooling to come out & service my furnace on 3/1/2024, a technician came out, spent 5 min & walked out. When i called back- Serv Mgr refused to come back, because of concerns with house, which in turn violated & broke the maintenance agreement I had in place. Favret refuses to answer my calls & emails. I paid $303 total, contact doesn’t expire till 7/4/2024. Apparently they are attempting to ignore my request, so I go away”.

  

  Business response

  03/11/2024

  Attached is our response, as well as some e mails.  Photos and video (animal urine and feces present) are also included...
  
  We received the complaint today. The customer does have a service agreement with us that includes two maintenance calls (furnace checkout and air conditioner checkout) as well as emergency service. We have performed the two checkouts and both technicians have refused to go back to the house because of the conditions. The most recent technician took photos and I have included them in our reply.
  
  Also attached is the email sent to the customer on March 1st by our service manager. We have offered to come out and look at the furnace under the service agreement if the customer can supply us with documentation that the work area will be safe for our employees.

  Attachments:

  Photos of work area
  Email from out service manager to the customer

  We have completed both service checkouts that were included with the agreement, so we feel a refund is not warranted. We are happy to honor the service for the heating issues once the customer provides documentation (photos) that the work area is a safe working environment.

  **** Favret
  President

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Favret installed a Mitsubishi split unit on our flat roof in 2022. The unit was installed improperly and from the beginning water leaked into laundry room below when it rained or snowed. Favret came out and added caulk. When the unit was inspected by Upper Arlington for the permit, we were told it was missing a boot, or a part that would prevent leaking into the house. Favret has been emailed and called at least 7 times and we have been told they would send someone to repair it. We received an email from Phil F***** telling us they would take care of the issue. He was sent images of the leak. That was August 2023. The leak has progressed, we have mold and damage to the new drywall ceiling. Still no response from company besides we will call you back. This level of service is unacceptable. We had been good customers for 15 years and purchased several furnaces and 2 a/c units from them. The mold smell is overwhelming and we are unable to proceed with the laundry room until this leak is corrected.

  

  Business response

  01/22/2024

  Dear Mrs. *********,

  Sorry you had to reach out to the Better Business Business Bureau for help in this matter. I spoke with our installation manager, he said he reached out to you initially and spoke with you but you were out of town for an extended time. Our records show you did contact our company when you returned and looks like our installation manager failed to get anything scheduled to look at the issue.
  
  Our installation was part of your remodeling job with a contractor and or portion was modifying ductwork on your existing 2019 furnace and air conditioner that we did not install and adding the ductless split unit. The general contractor had a roofer onsite to install new roofing for your addition and the general contractor was going to have the roofer install the boot and flashing after we installed the lineset.

  Since you parted ways with the general contractor, The Favret Company will get the boot installed and flashed in. Our installation manager will stop out to inspect the drywall damage and make a plan for repairing.

  Sincerely,
  

  Phillip M F*****
  

  Customer response

  02/01/2024

  I accept the business's response to resolve this complaint.

  
  Regards,
  
  ********* *********

• Initial Complaint

  12/23/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was charged $370 for 1.5 hours of work where an HVAC technician was sent to my home to fix my hot water heater. The business did not disclose that the visit was considered after hours, and the pricing was described as if it were normal business hours. The technician laid on the floor of my basement for an hour before I interupted and asked for an explanation as to what he was doing. He said that he can't get the pilot light to remain lit so he was going to try to replace the thermocouple. He switched out the part and the pilot light was not fixed. I then asked him to leave as i knew the price was already significant and I did not feel that he could competently fix the issue in a timely fashion. He then explained that my hot water heater was from 2006 and I likely just need a new one. I was upset as the visit was very expensive and issues were not fixed or even correctly identified. I then had a second opinion with a different company and they immediately let me know that the hot water heater was a 2020, not 2006, and that since the previous technician replaced a part, it put my tank out of warranty. The latter company charged $200 and completely fixed the issue. I contacted the company several times and was met with a rude attitude from the receptionist when I said that I was seeking a refund. It took 4 attempts to reach a manager and the refund that he offered was $30 for the part only. He did not have an explanation for any of my complaints. I then left a voicemail for the owner of the company with no answer for over a week. I would like a full refund for the visit totaling $340.

  

  Business response

  01/03/2022

  January 3, 2022

  Dear Ms. ****,

  Sorry the service you received caused you to contact the Better Business Bureau.

  While the service call was after hours our office was open, our rates are regular rates until midnight and you were not charged overtime. Our service manager said he spoke to you and refunded the cost of the part which would have been under warranty.

  I would like to see the invoice from the other company, so we can work with our technicians to improve our customer service and confirm what was done by the other company.

  We will be sending you a full refund via check later this week.

  Sincerely,

  ****** Favret

• Initial Complaint

  12/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Date: 8/13/2021 Cost: $1310 A handyman had indicated that I probably needed a blower motor replaced. I hired Favret to inspect my HVAC system to make sure that's what was needed. I also made sure they would have the part with them so I wouldn't have to pay for a 2nd visit. The tech arrived and, even though I asked him to inspect the furnace first, he didn't. He installed the new blower motor, and — only AFTER he was finished — said to me: "By the way, that noise you're hearing wasn't the blower motor; it was your filter. It needs to be cleaned." He didn't check the furnace filter, which was actually clean. When I asked him why he hadn't inspected the furnace first to make sure that I needed a new blower, he told me that he was told to come install a blower motor and that's what he did. And since my handyman had said that was what was needed, that was what he did. I repeated that I had asked him to inspect the furnace first. He then told me he hadn't heard me ask for him to inspect the furnace first. He also told me he thought the furnace needed replacing. He then did the furnace inspection and told me that the furnace definitely needed replacing. He didn't take the old blower motor with him or clean up. He left a mess. They also charged me more than $900 for the blower part. I found out later that their cost was more like $200. I called the company and complained about both the service I had received and the outrageous charge for the part. A manager called me, was very condescending, and told me that the tech who came was not the best communicator, but was one of the best techs he had. He refused to give me any refund. Instead, he said that if I wanted to replace the furnace they would give me some sort of discount since they had replaced the blower motor. I was taken to the cleaners by Favret. Several people have since told me that Favret has this reputation of dealing with women this way. This is unconscionable.

  

  Business response

  01/03/2022

  January 3, 2022

  Dear *** *******,
  

  I have discussed your written response and our conversation with our service manager. Thank you for the additional information.

  I feel $400 for the service provided would be fair. We were originally asked to replace the blower motor in a 2002 furnace and to make sure we had it on our truck. The $400 will cover the inspection and a portion of our cost of the furnace motor. The motor retail pricing is consistent with other HVAC companies to cover the cost of training, trucks, insurance, tools, physical location, taxes and inside office support staff. I take great offense to you saying we price gouge, which we are not.

  Please let the BBB know if you accept our offer.

  Sincerely,

  Philip F*****

  Customer response

  04/30/2022

  I accept the business's response to resolve this complaint. Thank you!!
  
  Regards,
  
  **** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩