Fox Heating Service Inc

I had no heat I called Fox and they were very helpful and didn’t want to waste my money without my boiler showing codes to have tithe tech come down I was supplied a phone number I could reach someone ASAP and Mark came today and fix my boiler that no one wanted to touch without $300 just to come and more money for a diagnosis When he came he fixed everything and showed concern that another part was bad and needed to be fix ASAP these people really care about us as consumers!! I want to put out a shout to the owner who went out of his way to make my experience a very happy one he knows what he did for my son and I and I can never thank him enough!!!!! Happy Holidays to the Owner and staff of Fox heating Everyone I know will be coming to you!!!!! THANK YoU from the bottom of my heart!!!!

Mark is a great guy, reliable, responsive and all of the of the staff that we have met on his team including the office staff have been nothing but amazing. We could not have asked for better service. We will definitely be using them in the future.

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I have a service contract. It takes about 1 hour for each to clean. They are fabulous, and even wear shoes covers when coming into the house. There were 2 workers who did the work.

Awesome! They were professional and helpful and very responsive by phone and email. My husband really enjoyed all of the guys who were here multiple days. We would hire them again and recommend them to others.

I called at 8am on a Monday morning to ask for service.  My furnace was no longer pushing hot water to my baseboards.  They said they would get me in the same day and to call back for an approximate time after 9.  I called and they let me know I was 2nd on the list today.  They arrived at 1pm the same day and within a half hour they diagnosed and repaired the issue.  The technician communicated the issued and repaired promptly.  He also made sure everything was working before he left.

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The technician fixed the problem in a timely fashion and checked the furnace over. The problem was caused by a build up of water in a hose. He emptied the hose and removed a bend in the hose so it would drain properly.

On 12/7/2010- a Fox Heating technician came out to my home to troubleshoot our “over heat” situation as our heating zones on the 2nd floor continuously were calling for heat. At this call, the technician had some challenges troubleshooting the issue and he seemed unfamiliar with our home’s heating system/controls. However, at the end of the call, he informed me that he had wired a work around so that the problem would not persist while a new board could be ordered. After the technician left, I realized that the problem that he indicated he had provided a work around continued to be an issue, with the house continuing to overheat.
On 12/8/2010- Fox Heating again came out to my home to wire the work around. The complexity of wiring the work around was amplified by the work that had been done on 12/7 as wires had been disconnected and it did not appear to me
that they were labeled/tracked effectively. The work around wired on 12/8, did work although it resulted in a single heating zone on my second floor, (eliminated ability to have two separate zones on the floor). This was acceptable and understandable given the circumstances. At the conclusion of the call on 12/8, it was confirmed by the technician that a controller board
would need to be ordered. It was also noted and recognized by the technician that the calls over 12/7 and 12/8 did not go smoothly. As a next step, how to handle these challenges would be discussed by management and I would be contacted with the results of that discussion.
After the service call on 12/8, I was contacted via phone and it was explained to me that the board would need to be ordered, that the wiring of that board would require two technicians to come out to my home to complete the job and that it would take a large portion of the day.
Based on the size of the job, I was informed that Fox Heating would offer to do the job for $700 as a good will gesture after the experience I had on the challenges from 12/7 and 12/8 service calls. Given that the size of the work remaining (2 technicians for at least 4 hours each, plus a controller board) would likely add up to an approx. $700 service call, (if not more than that), I was very comfortable accepting the Good Will gesture as it appeared to me that Fox Heating was going to discount the job with a full write-off of the service calls on 12/7 and 12/8.
Between 12/8/2010 and 6/15/2011, there were at least 2 scheduled dates that Fox Heating was to come out to complete the job.
On one of those occasions, the service call was canceled the day of the call (after I had taken off from work), because the part could not be secured from their supplier—Fox Heating was unaware that the supplier was closed that day.
On the other occasion, the call was again canceled the day of the call since there weren’t two technicians available for a job that would take most of the day. Again, this was after I had taken off from work.
After the two mishaps with canceled service calls, I attempted to schedule 2 or three other times, but each time I was informed that the right people weren’t available – again because of the need for two and highly qualified technicians for a significant portion of the day requiring a morning appointment.
On 6/15, a service technician did come to my home to close this issue. Unfortunately, the testing of this fix was not very robust and AFTER the technician left, I found out that my two zones were still not working. One of the zone dampers was no longer working. Although I can not prove that the damper control was broken by the fix, it was working before my original incident and the wiring to that damper was part of the and quot;work aroundand quot; and part of the wiring to the new control board installed. Regardless, the technician left without testing and identifying that the zones were still not working properly.
I proceeded to write a letter, follow up emails and phone calls outlining the concerns I had with the service. Including:
- The service call on the 15th went very quickly and took 1.5 hours with only one technician. I paid the remainder of the balance of the $700 quote. After paying the remainder of the balance, I started thinking back on the circumstances that had led up to that day. Specifically, I became very concerned with the fact that the Good Will gesture no longer applied
as the job on 6/15 no longer would add up any where close to $700. I had been charged for the time that inexperienced/unskilled technicians spent fouling up my wiring/heating and I had been charged for the time it took to fix what they did.
- I reviewed the invoices and realized that while I was under a paid Gold Contract with Fox Heating for this service incident and entitled to a 20% discount based on this contract, I did not receive the discount on these invoices.
- The quick 1.5 hour service call with only one technician on the final service call was NOT consistent with what Fox Heating said would be required to fix the issue (they stated it would require two technicians for most of the day) -- the availability of two technicians had been the reason that the issue went 6 months without being resolved because they didn't have the people available. Obviously this was a way to push my appointment off.
- The zone damper was broken, the job was not complete.
The lack of results from my letter, email and phone calls were revolting. My letter was ignored by the Owner of Fox Heating for months. The worker that monitored the email box let me know that she had provided my inquiry to the Owner and she could not explain why he had not contacted me. Finally I had a conversation with the owner and he quickly made it obvious to me that he had no interest in making things right. He said he would get back to me, but never did. I proceeded to write one final email to Fox, with a proposal to continue my long standing (had been a Fox customer since 1994) relationship with Fox by proposing that they apply the discounts which I was contractually entitled, come out to fix my zone damper AND I would sign up for another Gold Contract that I requested be discounted based on the earliest service calls that were mishandled. Again, I wasn't even afforded the respect of a response after having been such a long standing customer with what I felt was very reasonable requests AND I would have welcomed even a counter proposal if Fox felt differently than I did.
In the end, Fox won the battle because I just gave up, it was no longer worth my time. However they lost what was a life long customer. I signed up for Angie's list, found a new provider, Nutmeg Mechanical and they fixed my zone damper and their service is light years ahead of Fox Heating. I am now using Nutmeg Mechanical for all of my HVAC service. I hope that this review helps other Angie's list customers beware of Fox Heating.

They came out and spent the better part of the day here changing out light bulbs, caulking, weather stripping and installing flow restrictors in the faucets and showerhead. We've had a noticeable improvement in our heating bills this winter. A very nice group of people with a lot of knowledge about conservation. I would not hesitate to use them again.

Very professional and thorough.

It went well overall. The serviceman was polite, considerate, and efficient.

good

I was very pleased with them and I would highly recommend them. It’s a totally new burnerwith an indirect hot water heater.

I had copies of estimates a neighbor had gotten from 18 months prior to when I obtained my own estimates. These same companies quoted prices which were anywhere from $500 to $1200 more than they had charged for the same systems 18 months prior. So I looked for other companies. Fox Heating Services Inc was recommended by a friend. The owner Mark Fox came to my home to see what system I had and provided me with 3 estimates as I had requested. The lowest priced one provided a system similar to the original system. I knew I wanted a system with an indirect hot water heater. After comparing the estimates, I decided the middle priced system would meet our requirements. I did ask if there was any way we could lower the cost. The indirect hot water heater was changed and the price lowered. This was done at a time when they knew I needed the replacement system installed in a few days, as a leak had developed in the old system.

Our old burner started leaking and the system needed replacement ASAP. Mark Fox came to our home to determine the size of our home and windows to calculate the 'heat loss'. This was needed to determine the heating requirements for our home. The next day Mark obtained the building permit for the project. The following day, the company installed an entirely new heating and domestic hot water system.

The work included an entirely new oil fired hot water heating system with indirect hot water, relocating the zone valves as well as increasing the size of the pipes which feed the hot water away from the system to the areas where it is used.

As a result, the water pressure to the showers, laundry and elsewhere has increased. Now 2 people can shower at the same time and even do laundry without loss of hot water or water pressure. It is a wonderful system and we are delighted with the results. The quality of work is excellent. Mark Fox, the owner, as well as the 2 technician/installers all answered all my questions before and during the installation.

I would recommend them to anyone who plans to install, replace or modify their heating, domestic hot water and/or air conditioning systems.