Service Complaints & Failures

Kelli Henry

We purchased a unit from Fenwick back in 2024 with promises of stellar service. The installation went extremely poorly. One of their technicians brought his phone into my attic and dropped it down the wall in my bathroom. I stepped out to go visit my husband's grandmother in hospice and came back to find a square hole cut out of my bathroom wall. Without my consent or even notifying me via phone, they decided to cut an entire piece out of the wall of my bathroom. They also without my consent ripped the frame off of my bathroom door to access some cords. They had my phone number at all times and could have reached out. I learned later that the supervisor was not on site for the entire installation and only checked in once or twice. I may have been able to forgive all of that and take it as a lesson learned because the unit that was installed worked very well. However, after that, all attempts to collect on promises that were made went ignored. We were promised two filters after installation and never received them. I reached out to the manager and he ignored my messages. I decided it was not worth the headache so I did not push it further. Yesterday, our unit started having errors causing it not to run properly. It is one of the hottest weeks so far this summer so you can imagine it was quite uncomfortable. Around 7:30 I reached out to Fenwick based on their promise and advertisement for 24/7 emergency service. I was told that they closed their dispatch and would not be able to help me. I was infuriated because I was sold on 24/7 emergency service and apparently that was a lie. I went to their website and see that they also advertise 24/7 emergency service with a picture of an AC unit with smoke coming out of it. Any person of average intelligence would take this to mean than if your air conditioner goes out they will come out and service you 24/7. I got a call back from a supervisor this morning who was very curt with me even though my frustrations are completely valid and informed me that the 24/7 emergency service only means that a customer service representative will answer your phone call. Mind you, these customer service reps have no information or expertise on any HVAC or plumbing products. They only answer the phone and basically take a message. Before making a decision on purchasing a unit from this company, please ask the questions I did not. There were several other offers that were more expensive but offered better service and I will definitely not be recommending anyone purchase a unit with Fenwick in the future. The one positive I can offer is their technicians, Christian and Dylan are respectful, knowledgeable and extremely easy to work with.<br><br>UPDATE: they lied in their response. They never made any attempt to contact me or reach out in any way.

Em Jeffrey

Remove and install new bathroom vent box.<br>Technician came out and after asking if the vent had been attached to the vent box was told that indeed he had done so. Went in the attic to check and IT WAS NOT ATTACHED! Newly blown insulation was also completely disrupted! No care given! Mgr stated the boxes were different sizes meant for new construction homes only; tech put the vent box in and said it fit perfectly without having to use the bracket it came with. Don’t know what that has to do with the vent hose NOT being attached to the box as the 2nd tech sent out did attach it! Hate to see what work was done in other homes that this 1st tech that came out did to ours! People should be very leary of this company! The vent would’ve blown the air directly into the attic instead of out of the home! Check your new hires Fenwick!

Lindsey Morgan

This company has been repeatedly and illegally blowing up my phone for months. I guess they've never heard of the Telephone Consumer Protection Act, so I'm happy to educate them. I have spoken to the same guy with a very thick Spanish accent on the customer service side every single time to tell him I am not, and never have been a customer, and to stop contacting me. He confirmed every time I have called he would remove my information, and I am still getting repeatedly spammed via text and voicemails. I wasn't even the owner of the home they are spamming me about, and I know for a fact the should have the owner's info on file, because we couldn't even have them come out to our house we were renting the one time they did without them personally speaking with the owner because the owner is the actual customer. The poor owners probably haven't getting the communication, and that is 100% on Fenwick. I sarcastically asked if I needed to physically come in, and the the idiot guy on the phone just said, "Maybe I can get you a 'manager', or you can come in." I think I'll just report the ILLEGAL SPAM and not be bothered if they can't be.

Khadija Reville

This is how fenwick left my ac unit after paying over 1700 for service this company is a scam I called to have a tech come back out since the work was done today and the dispatcher said they would have someone back out between 6-10 the dispatchers name was Jennifer or something but she was very short and rude and didn’t want to even resolve my issue find a new dispatcher because I truly believe she messed up on purpose it is now 9:56 and no tech has shown so I called the number to get an update the very nice gentleman Edward on the customer service line had to unfortunately tell me that the tech went home at 8 pm and was not sent to my home so no one would be coming out tonight. This is disappointing and I will NEVER ever recommend this place to anyone ever this place can’t be serious about leaving exposed wires and calling this a professional install it looks like a kid fresh out of HVAC school tries to do this job 1700 dollars later and this is what is left with for my ac please make go to another provider and save ur time money and actually get a tech to come out to the house when they say they will even Comcast shows up during their window times but not this company

Crissy Ward

We purchased a brand-new indoor and outdoor HVAC system from Waychoff four years ago, and unfortunately, it has been one issue after another ever since.<br><br>Since the system was installed, I haven’t been able to simply schedule a routine maintenance appointment because we’re constantly dealing with repairs. Every 3–5 months, another issue comes up. Over the years, multiple parts have had to be replaced, and some of those same parts have been replaced two or three times.<br><br>Since May, I’ve repeatedly requested to speak with a manager regarding the ongoing history of service calls and recurring problems. Despite those requests, no one has ever called me back. The last representative I spoke with even told me, “I sit right next to management, and they’re in the office today. One of them will call you back.” That call never came.<br><br>It’s incredibly disappointing. I used to recommend Waychoff to everyone I knew, but after years of recurring problems and a complete lack of follow-up from management, I can no longer do that.