Thomaston Comfort Control, Inc.

***, our company's Install Manager, attempted to contact *** *** three times back in July at the number she provided him At that time, he had spoken to the owner and wanted to let them know we would accept the $ Unfortunately, the number given by *** *** had no voicemail and *** was unable to get in touch with the family
After the Revdex.com got in touch with us regarding this complaint still being active, *** went back to the original salesman's file and found a cell number for *** *** She was happy to accept the $ Our technician went to her home on 10/8/and completed the job to her satisfaction
Thank you,
*** ***
Office Administrator

Hi ***,
Two days after my complaint, *** the service man of Thomaston Comfort Control Inc., called to try to get a resolution to our complaint He came here two days after and still insisted that we should be paying them $dollars to install the
condenser within code and fix the few things in the furnace that he himself noted were not right as per my complaint We told them that we would be willing to pay at the most $for their service of moving and reinstalling the condenser I believe that this is more than most companies would charge for the same service Wold you agree? What this company is trying to do is have us pay for the wire they need to add to install the condenser feef from the propane tanks This should fall on them, as they did not install it according to code to begin with They new were the propane tanks were and just did not do their job right Why should this fall on our shoulders now.
I look forward to hearing from you, as we did not hear from *** or the owner after *** last quote of $to do the job Can you please talk to them so they are more reasonable on coming with a solution to this ordeal? We still do not have AC in my home and it is very humid and uncomfortable for all of my family The company got payed in full and it is not fair that they do this to us
Sincerely,
*** ** ***

We are in agreement with Mr. [redacted] that the timeline of this situation is very frustrating.  Our  Install Manager, [redacted], called Mr. [redacted] and explained that we were waiting on the [redacted] Town Inspector to re-schedule a date to re-inspect his equipment....

 Over the summer when Mr. [redacted] called the Town Office, he was told the Inspector would not be back for 6 weeks.  He asked for the interim inspector to go out and was told no.  Mr. [redacted] called Mr. [redacted] and asked him to call the Town himself and try to get a better response in order to speed up this process.
After receiving the complaint yesterday from the Revdex.com, Mr. [redacted] called the Town Offices again this morning and waited on hold until the Inspector would take his phone call.  He will be meeting the Inspector at Mr. [redacted] home on November 19th.  We look forward to correcting any issues at that time.
 
[redacted] 
Thomaston Comfort Control

Review: So much for Thomaston Comfort Control contract misleading assurance to their customers stating "24/7/365 on-call technicians," and "complete protection for YOU and YOUR family." In my experience it is actually the opposite as my husband and I cannot even get a phone call back from the owner [redacted] since 7/8/14 to resolve the following issue:Last fall, this company disconnected and moved the condenser unit to the front of my home due to a retaining wall that had to be built behind in the back. The wall is finished, and I called Thomaston Comfort Control to reinstall the condenser since 7/8/14. I called the main office 4 times before their service staff, Mr. [redacted] called me to tell me that he needed to inspect the condenser and burner that they installed. He never showed up or gave me a call the day of the appointment. When he showed up the next day, he told me that some emergency wire close to the burner was not plugged in, and that a few things were not installed correctly. For example, he could not put the filter back because the hoses were in the way. He also agreed that the condenser was installed only about 6 feet rather than 10 feet from the propane tanks, as required by code. Mr. [redacted] said it would cost us $600.00 to reinstall the condenser, and referred us to the owner as we disagreed on the cost to us. We do not believe that we should have to pay for their mistake. They were payed in full for their product and complete installation according code, as stated in our contract, and now they want us to pay for something they did not do right in the first place. My husband and I agree that we have to pay a service fee for moving and reinstalling the condenser, but not for the additional wire they need to run. It is July 29, 2014 today and the owner did not respond to our several calls to discuss payment and service. My elderly mother, kids and us need AC, but we cannot use it due to the owner's lack of decency to alt least give us a call back to resolve this situation.Desired Settlement: The owner of Thomaston Comfort Control needs to do us right by sending his service men to reinstall the condenser ACCORDING TO CODE for a reasonable fee that reflects a SERVICE FEE ONLY, as opposed to their fee of $600.00 which includes the cost of extending the wires to meet code. This was their mistake, not ours. They could also REFUND us for the amount another company would charge us to reinstall the condenser and fix the few things that their own service guy pinpointed as per my complaint.

Consumer

Response:

Hi [redacted],

Two days after my complaint, [redacted] the service man of Thomaston Comfort Control Inc., called to try to get a resolution to our complaint. He came here two days after and still insisted that we should be paying them $450 dollars to install the condenser within code and fix the few things in the furnace that he himself noted were not right as per my complaint. We told them that we would be willing to pay at the most $350 for their service of moving and reinstalling the condenser. I believe that this is more than most companies would charge for the same service. Wold you agree? What this company is trying to do is have us pay for the wire they need to add to install the condenser 10 feef from the propane tanks. This should fall on them, as they did not install it according to code to begin with. They new were the propane tanks were and just did not do their job right. Why should this fall on our shoulders now.

I look forward to hearing from you, as we did not hear from [redacted] or the owner after [redacted] last quote of $450 to do the job. Can you please talk to them so they are more reasonable on coming with a solution to this ordeal? We still do not have AC in my home and it is very humid and uncomfortable for all of my family. The company got payed in full and it is not fair that they do this to us.

Sincerely,

Business

Response:

[redacted], our company's Install Manager, attempted to contact [redacted] three times back in July at the number she provided him. At that time, he had spoken to the owner and wanted to let them know we would accept the $350. Unfortunately, the number given by [redacted] had no voicemail and [redacted] was unable to get in touch with the family.

Review: I have a couple of issues with this company and their practice which I believe are a little decictful. I went online because to look for a hot water heater and this company was offering a 10% off if after the customer purchased after a rep was sent out to the home and priced the unit. I did tell the salesrep about the 10% and his response was I already gave you the best deal. This was on 6/28/13 and after his assessment all I needed was the tank which I paid $1,460.00 then towards the end of August I started to notice that I was having trouble with the Hot water and I called the company once again due to the fact that I recently bought from them, the lady who answers told me she would get someone out there so she did and called me back to inform of just that. The repairmen get there and 1 of them was the same 1 who installed the tank, he began to assess the problem and said it was my oil tank then checked the burner and transformer and said it was the transformer.He informed the apprentice that he wired the tank wrong. He told me a new transformer would be $140.00 but when he came back with the invoice it stated $149.99 and $95.00 for arrival & diagnostic and $47.00 for 1/2 hr of labor. I called the service manager and he sid he misquote the transformer and the 1/2 hr is all he could be removed because it is included in the $95 charge that I was not informed about and then I also informed him that I never received the 10% and he said take it up with the sales rep so much for customer service. So now I am left with a charge of $260.50. I will never do business with them again.

Order_Number: 7813

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

Refund of the 10% of the Hot water tank and of the 95.00 charge which I was not informed about during my calls to the company. I also did not like being misquoted about the price of the transformer because the repairman did not say it ranges from 140.00 and up he kept reiterating if I wanted he can replace the transformer and the cost is $140.00. The service manager said there is always an arrival and diagnostic fee but I was not told at all during the initial call. I could have shopped around.

Business

Response:

November 13, 2013

Review: I am disappointed that Thomaston Comfort Control is not following up and finalizing the installation of a boiler and two air conditioning units. We signed the contract with Thomaston Comfort Control to convert our heating system and install two air conditioning units in April of 2013. They were very good in completing the job as they promised and we paid them as promised when they finished the installation. They did come back to update some items that needed to be fixed after the initial installation. The inspector came to inspect the installation and found some other issues, but no one came from Thomaston Comfort Control. The inspector found some other items that needed to be addressed and since then, April/May 2014, I have been emailing, calling, and text messaging with an occasional response saying that they are waiting for the town inspector to schedule a meeting to go over the installation and issues that he has found that have to be resolved. I believe that I have been patiently waiting but now since they are not returning my calls or messages I am asking help from Revdex.com in order to get resolution to the installation issues so that we can receive the certificate of compliance.Desired Settlement: I believe that Thomaston Comfort Control needs to do us right by scheduling a meeting with the town inspector to review the installation to understand the issues that the inspector has found with the installation. Then resolve all the issues that the inspector has with the installation. If they are not capable of or do not have the time to resolve the issues then allow me to hire another company to resolve the issues and they pay the other company for work done to resolve the issues so that we can receive the certificate of compliance.

Business

Response:

We are in agreement with Mr. [redacted] that the timeline of this situation is very frustrating. Our Install Manager, [redacted], called Mr. [redacted] and explained that we were waiting on the [redacted] Town Inspector to re-schedule a date to re-inspect his equipment. Over the summer when Mr. [redacted] called the Town Office, he was told the Inspector would not be back for 6 weeks. He asked for the interim inspector to go out and was told no. Mr. [redacted] called Mr. [redacted] and asked him to call the Town himself and try to get a better response in order to speed up this process.

After receiving the complaint yesterday from the Revdex.com, Mr. [redacted] called the Town Offices again this morning and waited on hold until the Inspector would take his phone call. He will be meeting the Inspector at Mr. [redacted] home on November 19th. We look forward to correcting any issues at that time.