ComplaintsforFrymire Home Services

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Loan was paid off with the sale of house (8/12). Payment for loan was sent after closure. Monthly payment of ****** was taken out for August and September. We contacted Frymire in August after one payment was made and advised house was sold and loan is paid off. They said they would escalate to a supervisor and the supervisor would call back to get rectified. No one called and no refund. In September an additional payment came out. We called again and were advised a supervisor would need to call us Monday to rectify the situation. We are concerned that someone will not call back again and continue to deduct payments without any refunds. So far they have $578 of our money and no one has called back. They need to refund the money for something that we no longer own and is paid off.

  

  Business response

  09/25/2024

  Thank you, ******, for bringing this matter to our attention. We sincerely apologize for any inconvenience you've experienced.
  
  Our team is currently investigating the situation, and we are committed to resolving this issue promptly and accurately. I have escalated this to the appropriate supervisors, and you will be contacted shortly with a resolution.
  
  We appreciate your patience, and we assure you that we are working to make this right. Should you need further assistance in the meantime, please feel free to contact us directly at **************.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Scheduled plumbing service for May 23 where technician showed up at my house, texted me about not being able to find water shut off and that no one answered the door (my adult daughter is disabled but home). I texted back to see if he was still at my house and he never answered and didn't do any of the work. He turned the ticket in as completed and I was charged $409 for nothing. I would understand if they needed to charge for a service call but not for work completed when no work was done.Now, they have not credited my card and will not return any of my calls (3 attempts). I am told by the answering service that someone will return my call. Still no response after 10 days and 3 calls to them from me. PLUS I still need the work done.

  Customer response

  06/10/2024

  I was contacted this morning by manager *****************, who was very apologetic and eager to fix the miscommunication and the lack of communication.  He has schedule his tech to return to my house next Tuesday to do the work they have already charged to my account.  He also said they were going to discount the work by $50.  Since they have schedule before on two different occasions without completing the work, I dont want to close rhe issue until the work is done.

  

  Business response

  06/11/2024

  From management team: I have spoken to all the parties involved in this matter and found the there was a communication breakdown on our part. I have spoken to *************************** and the technician and found out the technician could not get an answer at the door when on site to do recommended repairs from the previous visit. Once communication was reestablished, he could not get the parts for the repair at the time of day and would be back the next day and didnt return. The invoice was supposed to be an estimate needing to be approved. The technician completed the ticket as an invoice and not the estimate by mistake- without notes stating we needed to reschedule. As our office team saw the completed unpaid invoice, and it was charged to the customers CC. After speaking with Ms. ****** I assured her we will complete the work at her convenience and reduce the cost by giving her a partial refund for the miscommunication. We have scheduled the repairs for Ms. ***** for a time that works best for her and will give a relentless pursuit for excellent customer service moving forward.

  We have settled this issue, as it was a miscommunication on the estimate being mistaken as an invoice. We strive for great customer service and will make this right. 

• Initial Complaint

  09/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  They came out yesterday and quoted me **** to fix my plumbing and now they will not honor that quote because they said the technician messed up and now they wanted 16 thousand to fix it and would try to reduce it to 11 thousand. I asked if there was anything they could do since it was their mistake and they said, "nope". I asked what was the purpose of us signing the quote they gave us yesterday and ***************** said just to sign it and it didnt mean anything. I called and tried to speak to **** at the office and he said that **** was the guy in charge and all he could do was say sorry. I would not use these guys at all and **** is new to ***** and has only been with the company a week and has no honorary system or care. I would not use these guys . I asked for corporates number and was told I could only talk to *****************. **** did offer to reroute the plumbing outside but would cost us **** to do this and they would not be responsible for any sewer smell. Well thank you **** that is so kind. I tried to get corporates number and no one had the number or was aware where it was located. The numbers they did provide me, all lead back to the same call center.

  Customer response

  09/01/2023

  To add my moms credit was already ran and approved for the first quote of 6800. 

  Customer response

  09/01/2023

  Update, the owner of the company called me and is  such a kind and wonderful man. He is so nice and he is honoring his work and he is giving it to us at the price we were quoted. I am still in shock and he made my mom and I customers for life. I will recommend everyone to him. Thank you so much sir for providing us hope. 

  

  Business response

  09/01/2023

  Hello ***!
  Thank you for bringing this matter to our attention. After conducting a thorough investigation into the issue, both *** and **** reached out to you via phone to confirm that we will honor the original pricing provided by the plumber. 
  *** and **** mentioned that you agreed to proceed with the revised estimate and are now fully satisfied with our services. If you ever have any questions or concerns in the future, please don't hesitate to contact us anytime at ************.
  We genuinely appreciate you as a Frymire Customer. Thank you once again for choosing us.
  

  Customer response

  09/02/2023

  I have reviewed the business response and accept this resolution. *** is an honest genuine man and he has been so helpful and really cares about his customers. Im impressed by his character and I definitely will recommend him to anyone that needs a plumber. 

• Initial Complaint

  04/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/21 Frymire made a house visit to my 95 and 92 year old in-laws home because their heat was off. Frymire fixed the igniter and the heat was back on. The next day the igniter went out again. Frymire returned on 11/23 and installed a new mother board and the heat was on again. However, ******* technicians told my in-laws if they really wanted to solve the problem, they should replace the entire system. On 11/25 my in-laws caretaker arrived at their home and found a ******* truck there. She asked what the problem was now as the heating had been repaired and was functioning. She was informed that they were there to install a new system and she was like what? She called ******** manager and explained the situation. The manager asked her if she wanted them to stop and she said yes, but when she went outside the men had already taken the old units out and had started putting the new one in. The heater WAS working before Frymire came that morning. Once the units came out, the house was freezing cold leaving this elderly couple freezing in their home. The bill for the work was $25,498! But not to worry ******* offered my 92 year old father-in-law a 10 year loan! I screamed elder abuse at the time, stating the work was not needed and they now were facing a huge expense. My daughters home in ** burned to the ground and we are rebuilding. The invoice for the **** system for a ***** square foot home that included the best tri-split Trane system you can buy with duct work and labor totaled $14,600. I called our builder explained the situation and in his words he said they were robbed! And then he asked, Did they also tell them they could finance it? Found on-line the total cost for equipment my in-laws have is between $3,494.00 and $5,220.00. So over $20,000 in labor?? The invoice from ******* has no breakdown to show the cost of equipment and labor costs. And about the loan, our in-laws home of 50 plus years now has a lien put on the deed by *******!

  

  Business response

  04/19/2023

  Hello ******,

  We have received your complaint and take it very seriously. We attempted to contact you via the email address provided on 4/13/2023 and havent heard back yet. We are unable to further investigate without the homeowners information and address. Please provide that information for us and we will look into your concern. Thank you and have a wonderful day.

  Sincerely,

  *******************

  Frymire Operations Manager

   

  Customer response

  04/19/2023

  Per Frymeirs response.
  
  I just checked my Spam folder to find the email message from *******. I responded to the email message with the following:
  
  **************,
  
  I just saw your message via a BBB follow-up email. Your message went to my spam folder, so I just found it. I greatly appreciate you taking this complaint seriously. And thank you for making all contacts through me. Unfortunately, my father-in-law at 93 has significant short term memory loss and does not remember conversations he has had from one moment to the next. He is aware of the looming bill from ******* which has caused a significant amount of stress on him and my 95-year-old mother-in-law.
  
  Thank you in advance for your time and attention to this matter.
  
  *********************************
  ********************************
  ******, **  75205 
  
  Sincerely,
  *************************

  Customer response

  04/24/2023

  I am rejecting this response because:   

  Per Frymeirs response.
  
  I just checked my Spam folder to find the email message from *******. I responded to the email message with the following:
  
  **************,
  
  I just saw your message via a BBB follow-up email. Your message went to my spam folder, so I just found it. I greatly appreciate you taking this complaint seriously. And thank you for making all contacts through me. Unfortunately, my father-in-law at 93 has significant short term memory loss and does not remember conversations he has had from one moment to the next. He is aware of the looming bill from ******* which has caused a significant amount of stress on him and my 95-year-old mother-in-law.
  
  Thank you in advance for your time and attention to this matter.
  
  *********************************
  4412 *************.
  ******, **  75205 
  
  Sincerely,
  *************************

  

  Business response

  05/17/2023

  The Frymire Operations Manager and a system specialist went to the property this morning, 5/17/2023, to calculate a heat load. We are in the process of resolving the concerns with the customer and family. Will update with a final resolution when we have one.

• Initial Complaint

  08/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In August 2021, Eastin Air installed a new A/C unit in our home. Due to issues with the set-up, we hired Frymire to approve the final installation. They did. We liked their Technician, Jose, so we signed a one year contract for service. On March 30, 2022, Frymire performed an inspection and advised the unit, ducts, supply and returns were functioning properly. In July we noticed the house wasn't cooling properly when the temperatures reached the high nineties. We called Frymire. Technician Spencer inspected our unit and attic on July 13th. He mentioned insulation, duct work, the blow motor and a code B3. He made no conclusion. He would talk to his Supervisor and come back the next day. We noticed after he left that the air supply to the master bedroom had been cut-off. Spencer returned on the 18th and called Gabe G. who specialized in duct work for Frymire. After examining the unit and attic, Gabe told us it was a bad installation. We needed new return/supply plenums, all new ducts and more costing $6,185. My husband and I explained that Frymire had approved all work at installation and said it was fine. We further said the unit worked fine and cooled the entire house unless the temperatures were extreme. He insisted and guaranteed us the repair would resolve the problem. We hesitated, but agreed. The work was completed on the 20th. Pramish (of Frymire) added Freon on the 21st. He noted the coil on the unit hadn't been cleaned by Spencer and the condensation line was clogged. The issue persisted. After several more calls on July 25th, Jose came to review. He found a small plug had fallen out of the unit. He replaced it and explained without the plug the unit could not kick into high gear when the temperature was in the high nineties. Simple fix. The changes to the duck work were unnecessary. If Jose had been the Tech on the 13th, our out-of-pocket would zero. Tried to resolve with Manager Tim Yager, but can't get any answers. We feel deceived and cheated.

  

  Business response

  10/17/2022

  Business Response /* (1000, 7, 2022/08/23) */ Customer had an AC unit installed by another company. On 7/13/22 we went out because customer stated that the unit was not keeping up (inv & notes attached). There was a fault code in system, only 4-6 inches of insulation & control board was at 90 degrees. We came out again with tech support on the 18th to go through issues. Tech support informed us that the static pressure was too high. High static pressure is caused when there is not adequate duct work for the air to flow through. Static pressure was at 1.17 and needed to be 0.5 or lower. Control board and blower motor were overheating due to the pressure. We installed all new duct work after talking to the customer. We went out again on 7/25/22 and found that the company that did the install also did not charge the system properly with refrigerant and miswired the 2 stage. We wired the 2 stage properly and system is now working fine. Customer is stating that the ductwork was not needed at all. This is not true however. If we had not replaced the ductwork and sized it properly, it would still overheat the board and throw fault codes, even if the two stage was wired properly. To summarize, there was not enough ductwork for the air to flow per system specifications. Customer paid $620 down for us to start the ductwork. They still owe us $5565 and have refused to pay. We have talked to them multiple times. Consumer Response /* (3000, 9, 2022/08/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Frymire continues to blame the company that installed the unit, even though they signed off on the installation in 2021. They point the finger at static, blower issues, control board, ductwork; but what they are not telling you is that after charging us $6,185.00 to correct all these issues, the problem was not fixed. That's why they were not paid. On August 8, 2022, we called AirCons to get a second opinion. Within 15 minutes of his arrival, the AirCon Rep. discovered a clog in the condensation line. FYI, on July 21st Praimesh (Frymire Tech) noted the condensation tube was blocked and told us he cleared the line. The AirCon Rep. blew air through the line, and muck and water appeared in the hall bathtub. He advised we had a clogged pipe. We called a plumber who snaked the pipe and the problem was fixed. The total cost was $350.00. The AirCon Rep. explained that when it got exceptionally hot outside, the condensation wasn't draining, it was backing up to the AC causing it not to work properly. Not aware that our servicer was Frymire, the AirCon Rep. advised us to contract with a heat and air company to check our system twice a year. This, he said "was a simple diagnosis." After explaining the situation with Frymire, he noted that our description of the ongoing problem was not duct work, blower, etc. especially since the house was cooling at night. In conclusion, the list of intangible issues in the Frymire response to our complaint are bunk. Frymire was unable to diagnose the problem, so they guessed and charged us $6,185. for nothing. I certainly hope this is only an issue of incompetence and not a way to cheat consumers. Big thumbs down. Business Response /* (4000, 11, 2022/08/26) */ Comments and speculation about "cheating" customers is unnecessary and deteriorates the customer's argument further. Fact of the matter is, customer had an extremely subpar install done by another company. We went out in 9/2021 (invoice and notes attached) and found many issues with the install and checked it as much as possible. To state that we "signed off" on the install is preposterous. We went out to diagnose the issues the customer was having. That does not fix a bad install. Customer was definitely short on return air which was causing static pressure. This was confirmed over the phone with tech support. See attached pictures of customer's ductwork before we replaced it. As far as the clog that happened on 8/8/22 per the customer, that has nothing to do with airflow. That happened AFTER the ductwork was installed. If any professional service was conducted by another HVAC company and recommendations were made with their professional opinion, the customer should provide the other company's invoice with detailed descriptions and pictures. Frymire installed new 20x25 return plenum with 4" filter rack, 20x20x36 supply plenum, long 14x14x14 new return air, and multiple pigtail flex to connect hardpipe ducts to resolve air flow issues. It is documented on our invoices & with tech support that this resolved the static pressure issues with the system. At this point, the customer refuses to believe documented proof (invoices, notes, pictures all attached to this response or the response before) and continues to solicit other AC companies until they get an opinion they prefer.

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  BEWARE!!! DO NOT CALL THIS COMPANY!!! The new company that bought Frymire Home Services is a SCAM. The first time they came out, they told me I needed a new $1000 thermostat. I stupidly bought it. The second time I called them for service, they told me the part was under warranty but then turned around and charged me almost $2000 in labor.... EXCEPT... they didn't tell me that was the labor cost. Their invoice is worded as such as that the word "labor" isn't even listed but the words "in warranty" are so that they get you to sign off on the work. VERY VERY VERY SNEAKY and DECEPTIVE!!!!!! I received this invoice OVER A YEAR LATER. When I called about it, they told me they had been emailing me invoices. Hmm... why wouldn't you just put that in the mail? They told me I should have been checking my spam folder for the invoice. I'm sorry - who is looking for an invoice for work that was claimed to be under warranty?? Their "accounting manager" KUDA is a bully. BEWARE!!! CALL ANYONE ELSE TO HELP YOU.... YOU HAVE BEEN WARNED.

  

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/02/09) */ *******, I am sorry about the warranty confusion when it came to your service call. It seems like it wasn't explained properly and that was a misstep on our part. Our software system automatically emails out invoices to our customers when the work is completed. It wouldn't make sense to physically mail tens of thousands of paper invoices every year. Our accounting manager was simply trying to do his job to collect on the outstanding invoice. I am happy to write off the amount owed as a misunderstanding if you simply remove your disparaging online reviews across multiple platforms. Consumer Response /* (2000, 7, 2022/02/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) a desired outcome was achieved

*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. ↩