Tom Rostron

This complaint is a direct result of refusing to service [redacted]  [redacted] has refused to pay for past service, as well as maintenance performed.  [redacted] is on credit hold with our company and he has been explained this in depth by the service department manager, as...

well as myself (the owner).Tom Rostron co has made numerous attempts to service [redacted] while explaining in depth our collection policies.  Unfortunately [redacted] refuses to pay for anything no matter what. Multiple times.  After the last complaint [redacted] filed on our company we answered in depth explaining why he was on credit hold and he decided not to answer the complaint.  At that time 12/21/2015 we notified [redacted] that we would remove the billed amount for his refusal to pay, and also wish him well in finding a new company to service him.  We recommended www.[redacted].com to find a contractor that could meet his needs since we failed to 4 times.
At this point [redacted] has cursed at our staff, accused a 70 year old 22+ year employee of being deceitful, was rude to our customer service representatives, and threatened to NEVER go away.  We consider his demands unreasonable, and will NOT be servicing him under no conditions.

Tom Rostron Company did a complete overhaul of our HVAC system. We had a lot of issues with our old system and they suggested we go with the home performance upgrade. This included replacing our furnace, AC Unit, water heater, installing a new whole house humidifier/dehumidifier (extra), upgraded theromstat and re-insulating our attic. The tech's that came to our house were very professional and friendly. The job was quick and clean!!! I don't often leave feedback for companies but I cant let this one be missed. I HIGHLY recommend using Tom Rostron for any of your HVAC needs. We have had them back a few times to do normal maintenance and they are always on time and their techs are top notch! If you are in need of a professional local company I highly recommend [redacted] and his crew!

Complaint: [redacted]
I am rejecting this response because: ALL LIES. He is refusing to honor a valid warranty.  I am demanding 1,560 for the repair. (attached warranty).
Regards,
[redacted]

The following is a response to the complaint filed by [redacted]On 03/04/2014 Tom Rostron Co was contracted to install a comprehensive home energy package in the customers home.  This package included a 2 stage variable speed furnace, a high efficiency heat pump, a high efficiency water...

heater, air sealing package, bathroom venting, attic hatch cover, as well as insulating the attic to R-40.  This job was performed under the NJ clean energy program, and a $5,000.00 rebate was granted, as well as $10,000.00 of interest free financing.  In the complaint the customer accused us of marking up his items over100%.  Well we did not just intstall a furnace and AC, the price was for the recommended package.  Yes we are a business, and yes we require a profit to keep our doors open.  The job was speced for 60 hours of labor and we actually went over by several hours. So in review of the price part.  We provided top level service and our installation was timely and professional.As for the warranty.The system had been installed and running for 7 and a half months flawlessly, not 2 or 3 weeks.  install date 3/19/2014.  Our records indicate that a service call for a non working thermostat was reported on 12/01/2014.  We sent our senior technician [redacted] out to the residence ASAP, and was told by the customer about a car accident that created a large power surge, and that several appliances in the house were damaged, and they needed a quote for the insurance company for repairs.  We quoted 997.50 to replace the ecobee WIFI  thermostat with wiring module, and the furnace controll board for 683.99.  We also indicated that they might have more damage in he unit but the only way to tell would be to get the board and thermostat. This was a diagnosis call so we charged 87.50 for it of which 100% would be applied to the repairs.  At this point the customer informed us that the insurance would pay us.  We do not bill out, so our policy was the customer could pay for the repairs, and be reimbursed from their insurance company.  As for the 87.50 The customers still have a balance, which has placed them on our credit hold list. see attached As with any and all manufacturers and dealers of anything, no one would imply a warranty for accidents.  That what insurance is for. Tom Rostron Co made several attempts to repair the equipment stated, but we feel no obligation to warranty an accident, that was covered by the insurance.  Let me try a quick analogy.  If I bought a brand new Ford truck, and 7 months later I crashed it.  Ford would have no obligation to me, neither would the dealership I bought it form.  Lets just say Ford wanted to give me all the parts to fix my truck, the dealer would still not install them for free.  To Recap.  We provided an excellent service, and stand behind our workmanship and products 100%.  Your bad luck with this accident is not our liability. As for the companies of products we represent, we are preferred dealers, and will strive to "Stay on the list".  As for this complaint.  Tom Rostron Co will gladly provide you with a list of local companies that can service you in the future, as we will no longer be your service provider.   I hope your luck improves.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but should mention that his time to resolve the issue should be paid by the manufacture as well, we're looking at about one to two hours of his labor rate, probably < 200 dollars
Regards,
[redacted]

The following is a response to the complaint filed by [redacted]On 03/04/2014 Tom Rostron Co was contracted to install a comprehensive home energy package in the customers home.  This package included a 2 stage variable speed furnace, a high efficiency heat pump, a high efficiency...

water heater, air sealing package, bathroom venting, attic hatch cover, as well as insulating the attic to R-40.  This job was performed under the NJ clean energy program, and a $5,000.00 rebate was granted, as well as $10,000.00 of interest free financing.  In the complaint the customer accused us of marking up his items over100%.  Well we did not just intstall a furnace and AC, the price was for the recommended package.  Yes we are a business, and yes we require a profit to keep our doors open.  The job was speced for 60 hours of labor and we actually went over by several hours. So in review of the price part.  We provided top level service and our installation was timely and professional.As for the warranty.The system had been installed and running for 7 and a half months flawlessly, not 2 or 3 weeks.  install date 3/19/2014.  Our records indicate that a service call for a non working thermostat was reported on 12/01/2014.  We sent our senior technician [redacted] out to the residence ASAP, and was told by the customer about a car accident that created a large power surge, and that several appliances in the house were damaged, and they needed a quote for the insurance company for repairs.  We quoted 997.50 to replace the ecobee WIFI  thermostat with wiring module, and the furnace controll board for 683.99.  We also indicated that they might have more damage in he unit but the only way to tell would be to get the board and thermostat. This was a diagnosis call so we charged 87.50 for it of which 100% would be applied to the repairs.  At this point the customer informed us that the insurance would pay us.  We do not bill out, so our policy was the customer could pay for the repairs, and be reimbursed from their insurance company.  As for the 87.50 The customers still have a balance, which has placed them on our credit hold list. see attached As with any and all manufacturers and dealers of anything, no one would imply a warranty for accidents.  That what insurance is for. Tom Rostron Co made several attempts to repair the equipment stated, but we feel no obligation to warranty an accident, that was covered by the insurance.  Let me try a quick analogy.  If I bought a brand new Ford truck, and 7 months later I crashed it.  Ford would have no obligation to me, neither would the dealership I bought it form.  Lets just say Ford wanted to give me all the parts to fix my truck, the dealer would still not install them for free.  To Recap.  We provided an excellent service, and stand behind our workmanship and products 100%.  Your bad luck with this accident is not our liability. As for the companies of products we represent, we are preferred dealers, and will strive to "Stay on the list".  As for this complaint.  Tom Rostron Co will gladly provide you with a list of local companies that can service you in the future, as we will no longer be your service provider.   I hope your luck improves.

I took the time to call the quoting contractor that was listed on the complaint.  He does NOT believe that there is anything wrong with the coil either.  He phone quoted the replacement of the coil, and would not be willing to provide [redacted] with his services based on his experience at the house.    After speaking with both the Rep listed with [redacted], and the quoting contractor I am reassured that our position to continue to NOT service [redacted] is the right one.  Unfortunately for [redacted] the 10 year warranty on the equipment is valid and will be honored by [redacted].  The labor portion of the warranty has NO value as it is a service we offer our customers.  Due to the fact that [redacted] ended his relationship with us numerous times, and has been placed on credit hold due to unpaid invoices, we no longer consider him a customer, and will NOT be servicing him.  I urge the Revdex.com to call both the representative from [redacted], and Rich the owner of [redacted] to find the truth in this claim. Again the best place to find a new contractor is www.[redacted].com.

This complaint is a direct result of refusing to service [redacted] has refused to pay for past service, as well as maintenance performed.  [redacted] is on credit hold with our company and he has been explained this in depth by the service department manager, as well as...

myself (the owner).Tom Rostron co has made numerous attempts to service [redacted] while explaining in depth our collection policies.  Unfortunately [redacted] refuses to pay for anything no matter what. Multiple times.  After the last complaint [redacted] filed on our company we answered in depth explaining why he was on credit hold and he decided not to answer the complaint.  At that time 12/21/2015 we notified [redacted] that we would remove the billed amount for his refusal to pay, and also wish him well in finding a new company to service him.  We recommended www.[redacted].com to find a contractor that could meet his needs since we failed to 4 times.At this point [redacted] has cursed at our staff, accused a 70 year old 22+ year employee of being deceitful, was rude to our customer service representatives, and threatened to NEVER go away.  We consider his demands unreasonable, and will NOT be servicing him under no conditions.

I had the [redacted] company replace my furnace, AC and water heater. They also insulated my attic. I was thrilled with their service. The sales guy was available to meet on evenings and weekend and he always showed up on time. They quickly installed my new units and now my last few gas bills have been 1/3 the cost compared to last year! And they even moved my furnace from my finished area of the basement to my crawl space, so I gained a ton of room. I am so happy with this company!

Tom Rostron Company did a complete overhaul of our HVAC system. We had a lot of issues with our old system and they suggested we go with the home performance upgrade. This included replacing our furnace, AC Unit, water heater, installing a new whole house humidifier/dehumidifier (extra), upgraded theromstat and re-insulating our attic. The tech's that came to our house were very professional and friendly. The job was quick and clean!!! I don't often leave feedback for companies but I cant let this one be missed. I HIGHLY recommend using Tom Rostron for any of your HVAC needs. We have had them back a few times to do normal maintenance and they are always on time and their techs are top notch! If you are in need of a professional local company I highly recommend [redacted] and his crew!

I had the [redacted] company replace my furnace, AC and water heater. They also insulated my attic. I was thrilled with their service. The sales guy was available to meet on evenings and weekend and he always showed up on time. They quickly installed my new units and now my last few gas bills have been 1/3 the cost compared to last year! And they even moved my furnace from my finished area of the basement to my crawl space, so I gained a ton of room. I am so happy with this company!

Review: We had the company in question give us an impressive sales pitch. We agreed to the terms of the agreement of a new furnace, hot water heater, and air conditioning system. Two or three week late a car hit a utility pole on my front lawn and an electrical spike took out a very expensive thermostat and required system to make it work. They said it was not under warranty and wanted >1600 dollars to replace the parts. We called the manufacture and told them this story and honored the warranty and sent us replacement parts. Now I need them installed under warranty and they refuse, they are the only dealer for this particular product in this area. They sold us this system for >850 dollars, and it's retail is 250.00, and he didn't even change the wire from the thermostat to the furnace. He also marked up the AC and Furnace well over 100% and the least he can do is come and install this thermostat, and honor his warranty. All he was going to do is charge me for a new one and do the same thing I did, warranty the parts through the manufacture and put them in his stock. The manufacture is aware of the situation, and not happy with this vendor and supposedly removed his name off of preferred installers in the area for this unethical practice. Otherwise, they did an excellent job installing all the equipment, it's this one nagging issue that bugs me. He made enough profit on the thermostat alone and still won't take a loss. We're talking about an hours worth of work.Desired Settlement: Just send a tech to my home and install the thermostat.

Business

Response:

The following is a response to the complaint filed by [redacted]On 03/04/2014 Tom Rostron Co was contracted to install a comprehensive home energy package in the customers home. This package included a 2 stage variable speed furnace, a high efficiency heat pump, a high efficiency water heater, air sealing package, bathroom venting, attic hatch cover, as well as insulating the attic to R-40. This job was performed under the NJ clean energy program, and a $5,000.00 rebate was granted, as well as $10,000.00 of interest free financing. In the complaint the customer accused us of marking up his items over100%. Well we did not just intstall a furnace and AC, the price was for the recommended package. Yes we are a business, and yes we require a profit to keep our doors open. The job was speced for 60 hours of labor and we actually went over by several hours. So in review of the price part. We provided top level service and our installation was timely and professional.As for the warranty.The system had been installed and running for 7 and a half months flawlessly, not 2 or 3 weeks. install date 3/19/2014. Our records indicate that a service call for a non working thermostat was reported on 12/01/2014. We sent our senior technician [redacted] out to the residence ASAP, and was told by the customer about a car accident that created a large power surge, and that several appliances in the house were damaged, and they needed a quote for the insurance company for repairs. We quoted 997.50 to replace the ecobee WIFI thermostat with wiring module, and the furnace controll board for 683.99. We also indicated that they might have more damage in he unit but the only way to tell would be to get the board and thermostat. This was a diagnosis call so we charged 87.50 for it of which 100% would be applied to the repairs. At this point the customer informed us that the insurance would pay us. We do not bill out, so our policy was the customer could pay for the repairs, and be reimbursed from their insurance company. As for the 87.50 The customers still have a balance, which has placed them on our credit hold list. see attached As with any and all manufacturers and dealers of anything, no one would imply a warranty for accidents. That what insurance is for. Tom Rostron Co made several attempts to repair the equipment stated, but we feel no obligation to warranty an accident, that was covered by the insurance. Let me try a quick analogy. If I bought a brand new Ford truck, and 7 months later I crashed it. Ford would have no obligation to me, neither would the dealership I bought it form. Lets just say Ford wanted to give me all the parts to fix my truck, the dealer would still not install them for free. To Recap. We provided an excellent service, and stand behind our workmanship and products 100%. Your bad luck with this accident is not our liability. As for the companies of products we represent, we are preferred dealers, and will strive to "Stay on the list". As for this complaint. Tom Rostron Co will gladly provide you with a list of local companies that can service you in the future, as we will no longer be your service provider. I hope your luck improves.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, but should mention that his time to resolve the issue should be paid by the manufacture as well, we're looking at about one to two hours of his labor rate, probably < 200 dollars

Regards,