Tristar Associates

Review: Dec 4, 2013 - Call placed to home warranty company. Heat pump not working properly (no heat, the unit was encased in ice). Tristar Associates, LLC assigned and scheduled for Dec 6, 2013 between 11AM and 1PM. Dec 6 (9AM) - Tech called and said he was on his way (sounded like he just woke up). (10:30AM) - I called to make sure he was ok; told me he was almost to our house. (11:30AM) - showed up and was there three hours. According to him, he checked for leaks by flushing the line with nitrogen and there must have been an obstruction that the nitro blew out because the psi increased to 300psi; fan motor not working; defrost board was bad; he hard-wired the fan directly to the compressor so we would have heat (doing this without authorization, but said not to worry, it would only be a couple days to get the part and return to fix). Dec 16 - called to check the status since I had not heard from them. Told they were backed up and someone would call me back that evening. No one did. Dec 17 - Called back and was told the parts HAD NOT been ordered, but was assured they would be ordered that evening. Dec 18 Called to verify this was done and was told not sure why I was told parts not ordered because they were ordered on the 9th but had not come in. I explained AGAIN that our emergency heat had been running since the 6th and this was NOT acceptable! I was scheduled Friday, 20 Dec with a senior tech between 11AM and 1PM (even though the parts had not arrived yet).Dec 20 (11:30AM) No one had shown up. I called to be sure they were coming and was told I was not on the schedule. I was scheduled for Sunday after noon.Dec 22 (12:08PM) - Tech called and said he was on his way. He showed up at 3:30PM. He explained that the Defrost Board ordered was not the correct part (gas furnace, we have electric). He said he needed to start from scratch since there were no notes. He later concluded the fan motor was bad and replaced it, the wiring was rerouted back, there was also some cross-wiring in the unit and exposed wires he fixed, and the Defrost Board was not bad. He said he tested the unit and it was working properly. However, he noted at the bottom of the service order (*)If system fails again we need to return with Defrost Control Board.Dec 27 - Unit completely encased in ice from top to bottom and all parts inside are also encased (looks like the inside of a freezer that hadnt been defrosted in years). Another call placed to warranty company. Tristar told them they couldnt get back out until next Friday, 3 January 2014. Another company is on their way out today!Desired Settlement: Requesting refund of $75 service fee paid. Emergency heat ran for over two weeks; this will be a huge bill for us because of their incompetence and poor business practice. Two days of work lost (unnecessarily). Tech was not authorized to hard-wire the fan, company never ordered the parts and it took over two weeks for them to return only after placing numerous phone calls and returned with the wrong part. The original part (Control Board)the problem, then not the problem (??)- problem continues

Business

Response:

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