Complaints

This profile includes complaints for F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc. has 14 locations, listed below.

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  F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.

  9040 Mike Garcia Dr Manassas, VA 20109-5447

  
• 

  F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.

  685 Lofstrand Ln Rockville, MD 20850-1315

  
• 

  F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.

  1661 S DuPont Hwy Dover, DE 19901

• 

  F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.

  37058 Roxana Rd Selbyville, DE 19975

• 

  F.H. Furr Plumbing, Heating, Air Conditioning & Electrical, Inc.

  11200 Houser Dr Ste 19 Fredericksburg, VA 22408

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.

• Initial Complaint

  Date:07/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  On June 23, 2025, ** **** installed a new HVAC Unit in my home at the total cost of ********. After completion I noticed that the technicians inadvertently damaged a media box by knocking out the data, Unfortunately, the box cannot be repaired and or restored it had to be replaced at the cost of $412.00. The technicians returned the next day to finish the installation, and the damage box was brought to their attention. They did file a damage claim with the company (** ****) we have called several days trying to get a resolution, reimbursement of our extra expense due to having to replace the damaged media box. During, the last two conversations with the company we were told that the matter is being referred to a manager. However, as of this date July 2, 2025, we have not heard from anyone nor being reimbursed the extra out of pocket expense of $****** a matter of fact, the technician who worked on installing saw that the box was working before they begin HVAC work and also on the next day upon returning to my home saw the box was not working and even tried to restart it himself to no avail. If necessary, the company is more than welcome to have the old box as well as receipt proving the cost of the replacement box. I say this because on one call the person answering the phone question my integrity in my claim for reimbursement. I more than welcome an amicable solution if the company is willing to lower the cost of $18803 by $412.00 the cost of buying a replacement box. Sincerely yours

  

  Business Response

  Date: 07/15/2025

  Mrs. ******** we are very sorry for the damage to your personal property and the length of time in getting you a resolution.  Upon review of your account, we were able to find the damages reported by our installation team.  A check to reimburse you for the $412 you requested has been submitted as of today.  Checks are typically cut on Thursday, so you should see it before the end of next week (approximately 7/25).  Again, our apologies for your experience with us.  We look forward to any opportunities we may have to service your home in the future.

  Customer Answer

  Date: 07/15/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* (*******) *******
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ** **** used deceptive sales practices and sold me an R-410A system at a price well above marketand didnt disclose the phaseout risks that would have GREATLY influenced my decision at the cost of $22K! I requested the following and have not received it.1.I request a detailed itemized invoicesee what theyre charging for equipment vs. labor vs. extras that add up to $22k 2.I request **** **** to explain the price and refrigerant choice R-401A is being phased out, the refrigerant will become more expensive as time goes on, and if the compressor dies, I will have to replace this very expensive unit.I also like to understand when the panel, to cover the exposed electrical wiring, will come in. I suspect ** **** is having trouble getting a panel because this unit was manufactured a year ago and phased out. I also have dents on the side grill from the installation. To date, no follow up on the panel or dents. At the cost of $22K for a residential unit, I expect this unit to be a recent model that is environment friendly, electrical wiring to be enclosed and no dents. I requested a call but received an email only to say my unit has a 10 year warranty. This entire transition has misplaced my trust of ** ****. Ive had ** **** in my house to do many jobs over the years and trusted ** **** when my unit died and desperately needed a unit replaced given my ************************************************************* I had no time to shop around and thought ** **** was reputable and would not rip me off like this.

  Customer Answer

  Date: 05/09/2025

  I attached pictures of my $22,999 heat pump showing the exposed electrical wires, which the installer said is fine and isn't a problem when i insisted that the exposed electrical wires won't last me more than 2 years being exposed to the weather in VA.  Also see the dents on the side of the unit. It side is not facing the grass/lawn either.  

  

  Business Response

  Date: 05/16/2025

  At this time, communication with the customer has been completed.  Our Sales Manager-******* was able to speak with Ms. ****** and provide details regarding equipment availability, and her warranty.  We are in the process of obtaining replacement panels (grills) to install in place of the ones which as currently damaged.  Once we have an updated arrival date, we will have more information to share.  We are withholding a final response until we have better information.

  

  Business Response

  Date: 05/21/2025

  Ms. ******* we apologize for any dissatisfaction you felt with the system or price you paid.  Our HVAC Sales Manager was able to speak with you on 5/15 and provide details as to the availability of the new equipment, as well as the viability of the system we installed for you.  Based on the application in your home and timing of the installation, a R-410A unit was suitable.  The newer A2L refrigerant systems are being produced in 2025 for sale and installation.  The ******************************* has issued notice that R-410A systems will no longer be produced as of 1 January 2025, but R-410A systems can continue to be used and serviced.  This notice does not have an expiration date for use R-410A at this time.  With this information, we can assure you that the R-410A refrigerant will be available for the lifespan of your equipment.  We also wanted to provide clarity on the pricing and warranty you purchased with **** ****.  As a part of your contract, you elected to buy into our Peace of Mind (POM) program.  This program provides a 10-year parts and labor warranty for all the major components of your system, as well as bi-annual inspections for heating and cooling functions, filter replacements, annual plumbing and electrical inspections, and a 15% discount on any services performed by **** **** in your home.  This warranty and its associated benefits were factored into the higher price you paid for the system.  We appreciate your loyalty to us and look forward to continuing our business relationship.

  Customer Answer

  Date: 05/31/2025

  I didnt receive any info to confirm issue was resolved.  They had several people call/email me with the same info.  Today I still have not received my missing panel and when I called various people for a status, I go to their gym and no one follows up with a status on the panel.

• Initial Complaint

  Date:05/05/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  - Technician assessed inop Amercan Standard heat pump, in late Feb 2025. Installed by ** **** in 2019, still under warranty.- **** had to order a part. Returned with part on 8 Apr. Could not fix. Had to order other parts.- Tech has not returned as of 5 May - Despite several phone calls with customer service, who elevated to management, no one has called me back with updates.

  

  Business Response

  Date: 05/09/2025

  Mr. ****** we are sorry for the delays in getting the necessary parts to complete repairs to your HVAC system.  As of 5/725, we were able to return and complete the repairs.  We take our commitments to our customers very seriously and regret not getting back to you in a more timely fashion.  We appreciate your business and strive to serve you better in the future.

  Customer Answer

  Date: 05/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****
  
  

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ** **** installed a brand new $22,000 HVAC system in our home in October 2024. There was a problem a week later and the system was not able to be used for a week while we waited for a part. They have a No Hassle guarantee where if our unit is out of service for more than 48 hours they will send a $500 check. I have been calling and emailing since November 2024 to no avail. I received an email from a supervisor approving payment in January, but have not received it. I have called several times. You can never speak to an actual person beyond a receptionist and their customer service email has not responded.

  

  Business Response

  Date: 05/22/2025

  *********** we are sorry that your system failed so soon after installation and that it took so long for us to honor our No Frustration guarantee.  As of our conversation on 5/20, I have requested a refund for the $500 that is owed. This was not a complicated issue, and due to a clerical error, took much longer to resolve than it should have. We apologize for your frustration and look forward to any future opportunities we may have to serve you.

• Initial Complaint

  Date:03/31/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  To prove this has been an issue with this company, I have a coupon that was provided to me when my service person didn't show up in OCTOBER to service my system and is good through OCT 2025. My complaint is now about the maintenance service agreement that came with the purchase of my new HVAC System. I've been contacted by ** **** to set up my inspection and maintenance on 4 occasions. Sept. 11, Oct 9, Nov 5 and finally Dec 27th. No one from the company showed up and I called the company to inquire why and I was again re-set with another appointment. This last and 4th appointment that NEVER showed up to perform ** **** Obligated maintenance/inspection. When I called the company as I did the previous times, this time I was told I'd receive a call back from Mr. ****** He called and told me he didn't know why I would be getting messages to set up an inspection and maintenance call because I should have received a call from ******* ***** telling me we are "parting ways" after I complained to the better business bureau. I told Mr. ***** that I never received a call from Mr. ****** He said he'd have Mr. ***** call me "but either way we have parted ways and I can call someone else for my HVAC system".

  Customer Answer

  Date: 03/31/2025

  Parts of the contract are attached for the complete contract, please allow more attachments

  

  Business Response

  Date: 04/04/2025

  Mrs. ***** I am sorry if there has been any miscommunication on our part.  The issues that were caused with your unit were the direct result of construction/remodeling work being done while the unit was running.  Our team advised you that this type of material would impact the proper functioning of the unit.  We provided replacement filters when they became impacted with drywall dust and other debris, at no charge to you.  We also returned to your home and provided a duct cleaning, at no charge.  The Preferred Partner Plan membership which provides four annual inspections (Heating, Cooling, Plumbing, and Electrical) was a complimentary addition to the purchase of your HVAC system.  We also completed warranty replacement of a TXV (Transfer Valve) due to the amount of build in the filter causing undue wear and tear on the unit.  Following all of this, we advised you that the warranty would be considered void and decided that we would no longer be able to service this unit.  Due to the complimentary nature of the **** there is no monetary value assigned.  The costs of the repairs that were made and duct/unit cleanings performed are considered compensation as they were not attributed to factory defects or workmanship issues.  I have attached a document detailing the sequence of events provided by our General Manager.  We are sorry that you feel this was not properly communicated to you.

• Initial Complaint

  Date:03/23/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Dear **** **** **************** Team,I am writing to formally express my concern regarding the unprofessional and unacceptable behavior exhibited by one of your technicians, ******* ********, during a service visit to my home on Thursday, February 20, 2025.During his visit, I attempted to explain an issue with my HVAC system. However, rather than engaging in a professional discussion, Mr. ******** became irate, escalating the situation to the point where he appeared aggressive and confrontational. His behavior was so alarming that I felt unsafe, and it seemed as though he wanted to engage in a physical altercation. Due to the severity of the situation, I immediately called your office to report the incident and informed them that I was prepared to contact the authorities if his behavior continued.Following this incident, I made multiple attempts to speak with a manager by calling your office numerous times. Each time, I was told that a manager would be given my message, yet no one has returned my calls. This lack of response is extremely disappointing and raises concerns about the level of customer service and accountability within your company.This type of behavior from a service professional representing **** **** is completely unacceptable. As a paying customer, I expect professional, respectful, and courteous service from your employees. Furthermore, I expect that serious concerns such as this are promptly addressed by your management team.I request an immediate response regarding how your company intends to address this incident, including any corrective actions being taken to prevent similar situations in the future. I also expect a direct conversation with a manager as soon as possible. Please contact me at [Your Phone Number] or [Your Email Address] at your earliest convenience.I trust that you will treat this matter with the seriousness it deserves and look forward to your prompt response.Sincerely,*** ******

  

  Business Response

  Date: 04/09/2025

  ********** we deeply regret any behaviors exhibited by our technician that were unprofessional.  We do our very best to ensure that these things do not happen. We apologize that you had this experience with us.  *********** manager for that technician has reached out to you as of 3/26 and advised that the situation has been resolved.  We have addressed the technician regarding his behavior.  We will ensure that he does not service your home any time in the future.  In addition, we have paused billing of your Preferred Partner Plan through June 26. We thank you for your loyalty to **** **** since 2020.  We look forward to the opportunity to continue providing the professional and courteous service that you have come to expect from us.

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 have told this company to stop calling me on several occasions. Last one being march 20 2025. I told the person who contacted me to transfer me to a lawyer or manager as this is now harassment.

  Customer Answer

  Date: 04/30/2025

  **** **** has yet again reached out to me this time Via letter on 4/30/2025 I have returned the Letter with a written DO NOT CONTACT AGAIN NOTICE! 

  

  Business Response

  Date: 05/19/2025

  ********** we apologize that you have continued to receive solicitation from our company.  As of 5/16, we have received your letter and taken all steps to ensure that you no longer receive unsolicited communication from us.  Should anything additional be received, please feel free to reach out directly to our *************************** (************************************)and we will address it immediately.

  Customer Answer

  Date: 05/22/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23093890
  
  I am rejecting this response because: Sadly Today I got yet another contact from this Business! I got a text from them at ************ So they did not do what they said they would do! They hit me up on Text at 10:31 AM today on May 22 2025!
  
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/28/2025

  We have reviewed the status of Mr. ******** account.  We use a tag system to identify actions to take or not take for any account on file.  The account is listed as a *************** no email, phone calls, text messaging, and bulk mailing.  We do occasionally use a 3rd party to reach out to customers in our database.  There was a tag that was missed and may have allowed this communication to occur.  This tag was added following our notification of the communication received.  As of this time, there should not be any further communications/solicitations sent to Mr. *******

  Customer Answer

  Date: 06/08/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Provided they continue no contact.
  
  Regards,
  
  ******* ******
  
  

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We had an HVAC system installed in 2020 by Red Dog Cooling Heating and Plumbing. The company merged with ***** ****. Months ago the exhaust pipe exiting the roof from the system fell in. This was discovered during a maintenance check by an ***** **** technition and patched from the inside using caulk around the exit point on the roof. A few months ago the caulk failed and allowed water into our attic. On closer inspection from a roofing repair contractor it was discovered that apparently the pipe fell into the attic so hard it caused a closet ceiling to open up. I spoke with ***** **** about the issue and they sent someone out to look at the pipe and the tech did a seal around the pipe but did not repair anything. The roof contractor we hired to look at our damage said the original pipe was too small for the opening and there had not been a "boot collar" outside on the roof to repair the hole or the shingles allowing water to still possibly enter throught the opening. I again spoke with ***** **** asking for a full repair of the undersized pipe and the boot collar. They refused liability because they had purchased the original company that installed it and therefor they were not responsible. At that point I sent an email to **** ******* asking for ***** ********** liability insurer. I was ignored. I wrote another email saying I would file complaints with several agencies and attached a copy of the repair bill quoted by ************************. I received an email back from Mr. ******* refusing any further action. I feel strongly that since it was their tech that found the problem and did the patch on the pipe that failed, it is their responsibility to repair the damage which is all I am asking for.

  

  Business Response

  Date: 04/04/2025

  *********** I am sorry if there were any issues with the **** installation performed by Red Dog Cooling, Heating, and Plumbing.  ************ merged with **** ****, but ******** assumed very limited liability as part of our merger agreement.  We have taken no responsibility for any issues with workmanship performed by Red Dog. At this time, you will need to file a complaint against the previous owners to resolve your grievances.  While I understand that our technician may have attempted to help resolve an issue they left behind, it was never intended to be a permanent resolution and does not change the fact that Red Dogs workmanship caused the issue.  **** **** cannot take liability in this case.

  Customer Answer

  Date: 04/14/2025

  I thought I had submitted my answer. The complaint is not resolved. The business refused to acknowledge any fault or to try to correct the situation.

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On February 20, 2025 Miles **** with ** **** came to my house. We discussed replacing both the upstairs and downstairs HVAC units in my home. I shared with Miles that ******* and Son have come out and give me aquote. Miles provided me a quote which is about $4000 less and assured me that he will be replacing both units. The only thing he said he will not be able to replace. It was my thermostat. I agreed signed the paperwork with 0% financing got a call. They will be able to install the units the next day service people arrived. ******* I might add was amazing. Who was the tech I had to leave the home for approximately two hours for an appointment upon my back home. I quickly discovered that I only had one unit replaced. I attempted to call Miles a supervisor as of today. He has not calledme back. I am trying to understand how I was charged $21,000 for a unit for only upstairs of my home when the going rate would be $25,000 for upstairs and downstairs this is price gouging and miles a total fraud and scam. No one including the finance company has been able to explain to me why I am being charged $21,000 for a air-conditioning and heating unit for onelevel of a house. Miles was very clever and having me sign the bottom of the quote because the second level only was at the top of the quote.

  

  Business Response

  Date: 05/19/2025

  Ms. ***** during the visit with our sales consultant, the replacement of the attic system was all that was discussed and sold.  We were able to review an audio recording of the sales visit which confirmed this.  There was one point in the conversation that separated the heating equipment and the cooling equipment, which may have contributed to some confusion.  However, the sales proposal was written for a single system.  It is always our intent to provide a clear understanding of the product and service you are receiving.  You signed an estimate and final invoice which were clear in stating that you would be receiving a single system.  We apologize for any confusion which occurred during the visit, but do not have any evidence that our consult attempted to deceive you in any way.

• Initial Complaint

  Date:03/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We had plumbing work done by this company on Saturday Feb 22, and we paid ********* for the work but we should have paid 15% less based on the fact that we are members to their yearly maintenance program on March 20, 2024. We did not receive an itemized bill at any time, and we have attempted repeatedly to obtain our 15% discount of ******. We have left multiple message for the managers since Monday the 24th and we do not receive a call back. They initiated a refund for ****** on (without speaking to us) to our credit card on Friday, Feb 28th, then I called on Friday and left a message stating that it was short ******, and now the refund was cancelled, again without calling us to explain, and I still have not received an itemized bill. This is for a brand new water heater so I really need the receipt also for my warranty.

  Customer Answer

  Date: 03/07/2025

  The refund amount of $473 did post to our account earlier this week.  We do not know why it disappeared from our online banking account over the weekend, when we submitted the initial complaint.

  However, they had overcharged us by $670.95 (based upon the 15% off our membership entitled us to). Therefore, they still owe us a refund of $197.95.  Additionally, we still need a copy of the invoice for the work done, including the purchase and install of the new hot water heater.

  

  Business Response

  Date: 05/20/2025

  Mr. ****** and ************* we apologize for any confusion regarding the billing from the water heater replacement.  Our Preferred Partner Plan membership promises that you will receive a 15% discount on all work performed by **** ****.  At the time of service, there was a glitch in our system which only provided a 5% discount.  Our Plumbing Service Manager identified this error and issued a refund for $473 (10% of what had been billed) to attempt to make up for the pricing error.  I understand that the refund was posted and then removed, and then reposted to your credit card.  There should have been clear communication with you about what was happening and this did not occur.  We are truly sorry that you had this experience.  It was always our goal to do the right thing, but we fell short.  We appreciate your business and look forward to any opportunity we might have to serve you in the future.