Fox Service Company

David Z.

The reviews of Fox seem to be either 5 stars or 1 stars which reflects why customers write reviews- either because they're very happy or very unhappy.

This review is going to be a mixed bag.

Stated simply: we are happy with the work done by the service people at Fox. We're not as happy with their management.

Fox has a wide variety of services- we've used them several times over the past 15 years for HVAC and plumbing services. The guys that have done the work varied from older very experienced guys to younger guys who had less experience. In every case, we've been happy with the service. The service staff explained what they did and why they did it. They made recommendations to improve performance or prevent problems with both the HVAC and with the plumbing. We've been satisfied with the professionalism of their workers and we've never had anyone come to our home from Fox that we were not comfortable having in our home.

About 7 years ago, we had them install a new HVAC system which is one of the best decisions we've made. They recommended an excellent model and there is a noticeable difference in our house since the units were installed and there's also been a noticeable difference in our utility costs.

Everything was going well with the HVAC until about a year ago. We purchased a maintenance plan where Fox came out and serviced the units twice a year to do preventive maintenance. This was important to us because we travel and there's nothing worse than coming home from a trip to find a broken AC or heating unit. Last year, we had our maintenance done in October. Then in late October, the drain line failed. The line should have been checked a couple of weeks earlier during the maintenance service and there's no way that it got completely blocked in a couple of weeks of low AC usage. In addition to the line being blocked, the cut-off sensor that should have turned off the unit did not sense the water buildup. The backup drain line that should have drained the excess water also failed. The drain line failure flooded the lower floor of the house and caused about $10K in damage.

This is where the review becomes mixed: the service person who came out to look at the unit showed up about 2 hours after we called (impressive!). He stayed for about 5 hours until the line was opened and he was sure that there would be no more water backup in the unit. He left around 9PM and because he stayed so long, I think he had to miss out on something that he had planned with his kids. That's example of what we consider going above and beyond the call of duty.

We've left several messages with the manager at Fox asking him to call us and discuss how the line blockage was missed during the maintenance calls. We would also like to understand better how the overflow sensor that we paid for also failed and how the backup drain line also failed. In spite of leaving several messages, we have never heard from anyone at Fox.

So, it's with reservation that I recommend Fox. I can recommend their work and I can say that you won't feel uncomfortable having their workers in your home. However, if something were to go wrong with their work, I can't guarantee that you will receive the same level of service from their management and I can't guarantee that their management will be accountable for anything that may go wrong. I would also recommend you ask about their maintenance plans and what performance guarantees those plans offer in the event something were to go wrong.

Mark A.

Made an appointment for 2pm and no tech out. Called their office and advised 45 mins...nothing. Called back again and rep told me another 45 mins!!! NO EMPATHY OR AN APOLOGY FROM THE CUSTOMER SERVICE REP!! UNACCEPTABLE!!

B D.

In June 2018 Fox Service Company advertised in one of those mass mailing advertisements. $69 for seasonal HAC check up and free leak testing. Or something like that. The serviceman, Brandon Belk, told me I had a leak and tried to sell me a new HAC unit. He told me he was unable to repair or perform the check up due to the leak. 14 months later, after I had thrown away the advertisement, they sent me a bill for $69.00. I called in and talked to some female named Casey and explained the situation. I called several more times and left messages, but never heard from them. Then September 10th I got a letter from a collection agency. Bad customer service.

Margaret M.

We recently engaged Fox to analyze error messages on our AC thermostat and control unit. They sent out Darren Sullivan a high performing tech out to our house to troubleshoot the issue. Bad news is that we needed a new unit. But the Darren carefully and meticulously navigated through the troubleshoot. Darren took some good photos of the leaking refrigerant. He is probably the most competent, detail tech I have worked with in the past many years. We will be a continued, repeat customer.

Randy R.

I am a happy customer. Came home from work, and walked into a hot house. After checking a few things myself, it was time to call a pro. Scott their technician was able to come out and get the unit up and running. This was an after hours call out [10:30 pm] which cost more but was not unreasonable. Scott was very knowledgeable and diagnosed the issue in a few minutes. Total time on site, approximately 1 hour. Will use this company again if needed. Thanks Scott

Kate G.

These are the best most honest guys in town. After getting the run around by my previous service company, I called Fox. The compressor on my ""In Warranty"" Bryant HVAC system went out and Fox was quick to replace my compressor under warranty, with no out of pocket expenses, per the warranty! I am one happy customer. I would recommend Scott and the team to anyone. Thank you Fox Service Company.

Debby C.

I count on Fox Service for AC, heating and plumbing for my home as well as one rental property. They are always on time, prompt and help me out so much. Today technician Shawn came out, gave me an estimate to replace a dead water heater and had it all in by 5 p.m. He was so nice and so amazing. This review is totally unsolicited. I just needed to send him a huge shout out.

Bret W.

Things started well enough, with an agent answering my call quickly, and setting me up with a technician house-call for the next morning. I was super-busy that morning, but kept my phone close -- no call ever came, so I called Fox late afternoon. The agent told me they had been absolutely swamped with work, everything was way behind, and they were sorry. I said ok, and asked why in the world they had not bothered to call to tell me they would not be able to keep the appointment, and she simply hung up. This was a lousy experience, and I can't recommend even talking with Fox about getting a job on their schedule; I don't know about the quality of their work.

Jan F.

I was very impressed with the knowledge and professional work of Steve. He was very friendly and arrived promptly at 8:30AM. He assessed my situation with a leaking faucet in the kitchen in an old house with old pipes. Many of the newer equipment parts would not fit my situation. He took care in measuring what was needed before ordering the replacement. He carefully removed the old parts, flushed out the pipes and replaced the defective faucet with a perfectly fitting replacement.
Thank you Steve and Fox Service for providing such great service!
J.Fox

Leigh F.

After a length phone conversation ""about the cost"" I did not get any satisfactory reason why they added so many extra charges on a part they just left behind.