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Business Profile

Plumber

Fenwick Home Services, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 4 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/11/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Called Fenwick on Dec. 8th 2023 about my thermostat quit connecting to wifi and needed to be replaced. They said there would be a service charge of $89.00 dollars. I was OK with that.
    They came out on Dec. 9th 2023 and took ten minutes replacing my thermostat with another one I had purchased and charged my $346.80

    Business Response

    Date: 12/21/2023

    Thank you for the opportunity to respond to this complaint. Our Customer Relations Manager reached out to *** ***** to discuss this matter further. Fenwick charges by the job and we pride ourselves on offering our price upfront prior to the work being completed. *** ***** agreed to move forward with our quote at the time of the service. As a courtesy, we agreed to refund $52.02 back to *** ***** as a check for customer satisfaction. ** ***** is completely satisfied at this time. 

  • Initial Complaint

    Date:07/24/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    In January 2022, I purchased a new AC unit from Fenwick. After agreeing to the unit, I come home to a unit that was installed, but they had decided not to run the copper lines from the outside unit to the handler, which was part of the purchase agreement. When I called, I was told it was not. The entire point was that my unit was out, but I also had a freon leak, so the copper lines were a part of the agreement, yet I was treated like a liar until I spoke to the salesperson who confirmed this and I found the notes he had hand written it on in the trash.

    Since that time, I have had to call for service multiple times ON A NEW UNIT. The first two times were because the unit was not installed correctly. The pipes to drain the handler were installed backwards, leading to the entire system shutting off because it was kicking some emergency sensor. It wasn't until the second visit that they caught this.

    July 19, my air goes out again. I called for service and was told they would get with me on Friday, July 21. I explained I have a 1 year old and a 6 month old in the Florida heat with no AC and no car because its in the shop getting a new transmission. The booker was able to get a technician out to service the AC unit under a warranty repair Thursday afternoon. The air worked for a day and a half.

    July 22, it started running hot air and the thermostat had no power. Fenwick advertises 24-hour service, so they reached out to the on-call technician, but couldn't get ahold of them. She booked me for July 23 at 8-12am. On July 23, I get a TEXT MESSAGE cancelling my appointment for this morning and telling me I will have to wait until Monday between 2-6pm. The scheduler was extremely rude. Not only did she claim "we have over 50 customers needing help with their AC units and only 2 technicians" but also stated that the schedulers regularly overbook their services and that it "happens all the time". I do not have a working unit that is under warranty and only 18 months old.

    Customer Answer

    Date: 07/26/2023

    Hello, the complaint can be closed. The issue has been positively resolved and management has been in touch to further discuss opportunities to improve. Thank you so much for your assistance! 

    Business Response

    Date: 08/01/2023

    Thank you for providing us the opportunity to review and address *** *****. We were able to review the file and correct the issues with the AC installation, and get the unit corrected and back up and running. In speaking with *** ****, he as relayed that his is fully satisfied with the response. We wanted to thank *** **** for his continued business and patience while we worked to resolve this matter

  • Initial Complaint

    Date:03/09/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Kitchen faucet under warranty is loose from the countertop. Was never installed properly. I’ve called and asked them to come out to correct but want to make sure I don’t get charged. Then they say the owner or manager will call me back but I don’t get a call back. I would like them to come and properly tighten the faucet.

    Business Response

    Date: 03/22/2023

    We appreciate the opportunity to address *** ********** concerns with the faucet. A technician arrived at her home after receipt of this complaint and was able to address the faucet being loose. Our Customer Relations manager has attempted to connect with her to confirm that she is satisfied with the repairs and confirm there is nothing left outstanding that she would like addressed, but we have been unable to make contact. We consider this matter resolved and appreciate *** ********** business and look forward to doing business with her in the future.

    Customer Answer

    Date: 03/23/2023

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

    ****** ******** ******    :


    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 





    Regards,



    *** ********




     

Fenwick Home Services, LLC is BBB Accredited.

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