fhfurr.comReviews of fhfurr.com

I spent $21,000 on a brand-new HVAC system from F.H. Furr in 2022, and less than three years later the unit failed just as summer hit. What followed was a 4-month ordeal of poor service, missed appointments, incorrect parts, and unreturned calls, all while my home sat at 80+ degrees with three toddlers inside. In April, I reported that the system wasn’t blowing cold air. The first technician dismissed it despite my concern. The second technician confirmed there was a problem, found only factory-level Freon, and later identified a motherboard error. That part was ordered, and when it was finally “installed” a month later, it turned out to be the wrong one. The error code persisted and I was left to start the process all over again. To make part of my home livable, I was forced to spend $1,000 on window units. Their GM approved a reimbursement, but as of today (July 8), I have still not been paid. Worse, after finally getting in touch with their Client Relations on July 2nd, I was told I would receive an update by July 7th. That update never came. I sent follow-up emails on both July 7th and 8th, and heard nothing back. It’s hard to overstate how frustrating and exhausting this experience has been. After spending over $20K, I expected professional service and a working system, not a summer of discomfort, radio silence, and broken promises. Buyer beware: if something goes wrong, don’t expect F.H. Furr to make it right quickly, if at all.

Had an issue with airflow to a back room upstairs. They claimed that replacing the airducts would fix the problem. It has not and they charged an absurd amount for 1 days labor by 2-3 techs. They guaranteed it would fix the problem and now refuse to refund my money so I can hire someone competent to fix their mistakes. They won't respond to calls or emails. Do not do business with this company.

Avoid F.H. Furr and save yourself from the ongoing frustration. The HVAC system they installed has broken down multiple times since day one — and right now, it’s still not working. Over the past few years, we’ve had to deal with repeated major failures requiring extensive repairs just to keep the system running. The latest breakdown has left my family without air conditioning for weeks during a stretch of 90+ degree heat. We were told the part needed to fix it was ordered, only to be told later it wasn’t — a scenario that has played out multiple times before. Now, we can’t even get a simple call back or status update. Every repair has taken weeks and only happens after relentless follow-up on our part. The lack of urgency, accountability, and basic customer service is unacceptable — especially for a system they installed that continues to fail. I do not recommend this company and I regret ever trusting F.H. Furr.

From Loyal Customer to Deeply Disappointed – FH Furr's Decline Under Apex Ownership I’ve been a loyal FH Furr customer for 17 years—spending over $50,000 on two HVAC systems (with upgrades), three water heaters, a full electrical panel replacement, repiping, and countless other services. I also referred dozens of friends and colleagues because the customer service used to be exceptional. Every technician was professional, respectful, and informative—never pushy. That trust built the FH Furr brand. Sadly, that brand is now gone. Since Apex Service Partners acquired FH Furr, the customer experience has become unrecognizable. Appointments are scheduled weeks out, then canceled without explanation. My most recent HVAC inspection—booked months in advance to beat the summer rush—was simply canceled. No alternative offered. This marks the fourth time in a row that my service call was scrapped due to “capacity issues.” The same thing happened with the electrical division earlier this year. Reaching anyone beyond a voicemail is nearly impossible. No one calls back. It’s clear to me that Apex prioritizes the spreadsheet over the customer. Maybe experienced technicians cost more on paper, but they’re the ones who could solve problems, explain future maintenance needs, and build long-term relationships. That kind of trust led to more work and more referrals—things a spreadsheet can’t measure. I never thought I’d say this after so many years, but I’m done with FH Furr. I’ll be looking for another company that values long-term customers and understands what service really means.

I wish I had looked at the reviews before I hired them. We scheduled an appointment between 8-12. At 10, they sent a text that he was running behind. 6 hours later, we haven't heard from them. I called 4 times in a row and got put on hold, cut off, and told they would get back to me, which they didn't. I thought they were a reputable business. WRONG. Heed the reviews and save yourself a lot of frustration.

The summary of my recent HVAC service experience could be described as: Dangerous, Incompetent, and Lazy. I was having an issue where my gas furnace was short-cycling and turning off before the thermostat temperature was met. I had several companies come out to diagnose and none could identify or fix the problem. This speaks loudly about the competence level of many so-called "reputable" HVAC companies in the Richmond metro area. F.H. Furr takes the prize and is the epitome of Dangerous, Incompetent, and Lazy. I was met by a service tech sent by the company to diagnose and repair the issue. Although the tech was friendly, he was far too confident in his abilities and knowledge of HVAC systems. When discovering the furnace was a 2009 model, he immediately went into the mode of making a case for a $14,000!!!! replacement. Context- this is a 80K BTU, 90% gas furnace for a 1600 sg ft space. STRIKE #1! He then proceeded to take a series of photos showing some discoloration on the heat exchanger. He claimed the system has a crack in the heat exchanger but, had to evidence to prove that claim. Those photos don't provide the evidence. STRIKE #2! When asked how much it would cost to replace the heat exchanger he stated it would be about $11,000 and would not make much sense when a new system would be $14,000. When challenged about the outrageous cost estimates, he started in with the sales propaganda about warranties and the reputation of F.H. Furr. STRIKE #3! And here comes the final strike- He condemns the furnace, disconnects the gas and power to it and fails to reinstall the component parts he disconnected while inspecting it. STRIKE #4! This technician is Dangerous to the reputation of F.H. Furr, he didn't properly diagnose the real issue with the furnace- earning him a badge of Incompetence and he was Lazy by not completing a process of vacuuming out the drain lines to unblock a potential clog in the line. I had another technician scheduled in about 45 minutes to inspect the furnace and did the hard work to discover that the drain line was blocked and caused the system to short-cycle on and off without reaching the desired temperature. The system has now been running perfectly for days in this 15 degree temperatures we're facing in Richmond. I can't imagine how many customers are duped and scared into thinking they must replace their furnace when it's 15 degrees outside. And, hopefully, this company is not training their technicians to employ these sleazy sales tactics. I've used F.H. Furr a few times before and have been satisfied. However, after this exchange, I will never use them again. Unfortunately, they are not the only ones to be guilty of rendering really bad service. The range of prices quoted to repair this issue was $14,000, $1,098, $589 and $99 (this was the amount spent to fix the issue by a competent and qualified technician. Very sad, but true. F.H. Furr- hopefully the owner will sit down with this technician and have a come to Jesus moment with him. Overzealousness combined with lazy incompetence is dangerous to the organization.

FH Furr, Lennox & Costco would not honor their 10 years warranty. I got the very expensive Lennox HVAC via Costco that was installed by FH Furr. The product was a lemon that broke down on the first week of installation & over the course of 6 yrs. When wanting to claim the 10 yrs warranty they said an annual maintenance was required, which was never communicated before. Also, I found online that the product has a coil failure law sue in the past.

Unfortunately our HVAC service provider had to be switched over to FHFurr and so far their lack of service and response to my needs are less then satisfactory. I have been trying for 3-4 months now just to get a normal tune-up service scheduled and completed. Their telephone response service reps are also not very knowledgeable.