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Business Profile

Heating and Air Conditioning

The Favret Company
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 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:03/10/2024

    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.
    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

    Date: 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.

    REMOVEDFavret
    President

  • Initial Complaint

    Date:01/14/2024

    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.
    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 FREMOVEDtelling 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

    Date: 01/22/2024

    Dear Mrs. REMOVED,

    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 FREMOVED

    Customer Answer

    Date: 02/01/2024

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




    Regards,



    REMOVED

The Favret Company is BBB Accredited.

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