ComplaintsforFoxcroft HVAC & Refrigeration, LLC

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 8/17 ******** reported to my house to diagnose and fix my HVAC system. I had been without a working HVAC system for over a week with nothing responding: no AC, no Heat, no Emergency heat, no air circulation.Foxcraft diagnosed me with a faulty relay, replaced the part, "demonstrated" to my representative that the system was working and left. I put demonstrated in quotes because I believe that the technician swindled my representative in the process.Foxcraft was very difficult to work with for scheduling, they would not provide a half day window despite being based in ******* because: "their technicians go everywhere in the state on any given day." I work in medicine, specifically in pediatric orthopedics and I book out a month in advance it is much easier for me to block 4 hours of my day as opposed to 8 hours but the representative on the phone would not help me and the work was being done through my home warranty company so I couldn't change HVAC companies. In addition I was hung up on at least once if not twice and my appointment was never confirmed over the ******** is now 60 days after the repair and the weather has changed. A heat pump is not to be used below about 45F and when the weather in **** dropped to 32F I attempted to use my heat pump to discover that the blower will not turn on. I took the cover off of my furnice and found 3 wires disconnected. I will give an allowance that two of the wires are crimped with a matching cover, but the 3rd is a live wire that was never connected to ************ stance is that the work was never completed and that the technician only turned on the outdoor air handler and not the emergency heat. I want the work completed at no charge, regardless of the "30 day warranty" because I was working off a good faith from the technician and had no reason to doubt the work performed until it didn't work for me when I needed it.

  

  Business response

  10/21/2024

  10.21.2024 KG received a phone call from *** ****** with the business.

  Customer response

  10/22/2024

  I opened my panel and took pictures inside the unit.  I am attempting to show "history" and demonstrate how something is not correct.
  
  Please witness the Crimped Connectors picture.  This picture demonstrates 2 wires that have a connector and a matching mate that has been crimped together, effectively rending the wires disabled.  This connector matches the style of connectors that were used to install the furnace, so I believe that they are supposed to be like this.  There is also green pen up one side of these connectors that cannot be seen.  This is the "history" I refer to.
  
  Please then witness the Loose Connector picture.  This connector does not have a matching end and was not crimped or marked with green pen.  Therefore I believe that this wire was left disconnected by the technician, and it is the companies responsibility to finish connecting my furnace without a service charge.

  

  Business response

  10/27/2024

  As was stated, a repair was made on the "cooling" side of the hvac system on that day in August. Unfortunately,  the referance of the wiring questions stated had never been seen by a representative of our company during this most recent "heating" issue. This customer states being involved in medicine. If a patient comes to the office complaining with a head ache. Then almost 3 months later is complaining of a toe injury. Does that mean the doctor performed the wrong diagnosis?  

  Though an hvac system is a system, the heating and cooling sides are 2 different sides. The unfortunate part in this situation is that we have had no way to even see or recognize this "heating" issue. The only reference we have been given is on here and by false accusations and slanderous comments on social media. We hear your reference to wire connections. We have not been given the opportunity to see for ourselves. 

  We are glad that we were able to repair your "cooling" issue and are sorry you had a "heating" issue almost 3 months later. We hope some of this helps give some realistic perspective. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Did not fix my air-conditioning and charged $525.00 for coolent replacement.. Came back and tryed to charge an additional $3200.00 to complete a job that didn't need to be done. Had another company come out they fixed the issue for $200.00 this included coolent.

  

  Business response

  08/19/2024

  8.19.2024 BBB received a call from ************************* with Foxcroft HVAC & Refrigeration, LLC. He stated that through a claim with consumer's home warranty provider they performed a service call. The system was found to be low on freon. Consumer's home warranty provider would only cover a portion of the cost of freon. Consumer agreed to pay the portion of the bill to add freon that the home warranty would not cover which was $525.00. Foxcroft HVAC & Refrigeration was called out against and determined system low on freon, and found a leak. Company provided the consumer with a price for repair letting her know we would reduce the bill by $525.00 which is the amount she paid for freon. The consumer opted not to go forward with the repair.

• Initial Complaint

  07/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Date of transaction: June 28, 2022 In short, I was basically blackmailed by the contractor. In order for him to perform the work, the contractor made me submit a "5-Star Review", which he sent on the spot, BEFORE he would do any work or charge the A/C unit with coolant. He made me show him my phone as I was completing it & instructed me what to select...then he said this would enable him to give a discount as well. I had the sickest feeling while I was doing this but he knew I was over a barrel. Completely Unethical. So then the "discount" he spoke of was dishonest & a con-job as well. He said the unit was low by 10lbs of coolant, however, I have since found out that's actually all that the unit can hold..it's total capacity....the unit was still cooling it just wasn't cooling as well as it should have been...so it was impossible for the unit to be empty. And the price he charged me was NOT a discount, but I had waited a week already and as I said, he knew he had me over a barrel. He charged me $1160.50 for 1 to 3 lbs (at most) of coolant. Not only is this unethical, but I believe this is a borderline illegal act by the contractor. I hope you can take actions to assit me in obtaining a fair response from them as I believe I am due a partial refund from the contractor. I have attempted to contact them 3 times with no response...and at this point, I don't expect one. I have no problem paying what's fair & even a premium of sorts but this should have been $300 - $400. I would like to get half of the $1160.50 back amounting to a refund of $580.25 as I feel that is more than fair on my part considering what the contractor did. Thank you. ****** ******* 

  

  Business response

  07/08/2022

  7.8.2022 BBB received phone call from Daniel N***** with Foxcroft HVAC & Refrigeration, LLC. Below is BBB summary of phone conversation.
  Foxcroft HVAC & Refrigeration, LLC was contracted due to a claim consumer made with ******** **** ******. Consumer was notified what home warranty covers and what charges consumer would be responsible to pay. Consumer gave verbal ok to perform---
   

  
  

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