Tru- Comfort, Inc.

Had a yearly maintenance appt 10/20/and was told they would arrive anytime after 12pmTurns into 430..I'm calling the company to see the status of the techs and where I stand on the listNo one answers the company phone that entire dayThey called me the next day apologizingSaying it due to family emergency blah blah blahReschedule me for the first appointment today 10/28/between and It's not 11am..I contact the company once again to find the status..I'm told by the lady they are rescheduling appts bc theyre backed upI'm supposed to be your first appointment today since you screwed up last weekWell of course the lady doesn't take blame and states she's in the "accounting" department even tho last time I spoke to her she was the one with the family emergencyThey were never going to call me or let me know once again they would no show meThis company is a DISGRACE!

The customer has been contacted and our Comfort Consultant will meet with the homeowner on Thursday, August to address the customers issues and inspect the damage He will also be addressing the growth issue and the cost for the UV Light again since we have no record of them accepting the
original quote

[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.
With one note added. Tru Comfort made no effort to contact me. I have Voice mail and caller ID on all numbers. There was no attempt made. That is why I had to file a complaint with you to get this action in the first place!!  
Regards,
[redacted]

In response to **. [redacted]'s complaint: 
2 hours in an attic that was approximately 130 degrees may have had our technician a little disoriented at the time, and our apologies to **. [redacted] were conveyed to him when he called into the office with this compliant.  A phone call...

was made by our General Manager and message was left for him to call back, but we never we received that response.  We value every customer we have and are sorry to have lost a good customer like **. [redacted].  As requested, we are sending a refund check for $189.00

Review: First of all we had a service plan and a couple of years in a row we told them my son's room is not getting any cold air. Each time they told us they fixed it and it was never fixed!! When we bought the system from them we told them that my son had bad allergies and asthma and to get our business they threw in the allergy filter. (THEY NEW WE WERE SHOPPING AROUND) after each time the tech left I told them it still wasn't working and no one called me back!! Then they said we needed some light installed as we were getting mold in the attic and I called and Mary said I needed to speak with someone else I forget her name but I talked to her and she said I needed to talk to Mary. (this went on so many times I cannot even count) BACK AND FORTH AND NO RESOLUTION. All I wanted is for them to fix my sons room and put the light in. My husband did speak to a gentleman there who said well assured us he was going to fix it but never called back. The next year they come out and I i told them about my sons room and again no fix. But this time the guy said I need a kight and other things. He actually said because of no more frion I should get a whole new system. It's more then ten years old but the unit is in excellent shape. While he was here (I swear he was about 16) we heard a loud noise and here he dropped something on our new hardwood floors and put a big mark in the floor. The young guy said it was an accident and just walked away the other guy here didn't speak english. or pretended he couldn't. I told the guy that he should have the office call me about pricing to fix what needed to be fixed and I wanted to talk to them about the floor. When they left I went into our one bedroom and there was a huge crack in the ceiling. My husband said it was obvious that they didn't stay on the boards in the attic. So now my floor is ruined and I have a crack in the ceiling. So I called and reported the floor, the ceiling and my sons rooms still does not get air. I stopped the service plan recently as I should have done a couple of years ago. A guy a supervisor did come out and looked at the damage but again never called me back!!!!!! I called a few times since last year and no one and I mean no one will return my calls. I love calling and they take a message trying to be so nice but I don't know if they don't give the message or what but no one calls back so I don't know. Here is why I am really upset!! I did not want to report them to anyone!!!!!! I tried one more time since its a year now. I wrote a letter to the owner explaining everything I sat down thought everything out as it had happened and even wrote to please get back to me. I told the owner I did not want to report them to the Revdex.com but after all we have been through if I couldn't get help I would. Here we are 2 months later and no phone call and no response!!! Does anyone there care?? I tried so hard to work with them as you can see but if no one will respond to my calls and letters what am I to do? I can't write out everything as this would be a novel. I need help!! My poor son is sweating every night and having asthma attacks & I told them this for years and see how much they care??? They don't fix it so my son is okay!! Should it take different technicians and years to fix his room connection? When we were shopping around they were excellent to us but after they get the big money they are done with you! oh and because they never contacted me about the light our mold situation is so much worse!! Really not calling us back for that? They didn't call back to install the light because they knew their tech damaged our house!!Desired Settlement: I am not sure at this point. I just want to know what they will do. If they would even respond to this. I think we have been very patient!! Mary and the other girl again I forget her name maybe kim? really did not need to keep pushing us off between them and could have returned our calls!!

Business

Response:

The customer has been contacted and our Comfort Consultant will meet with the homeowner on Thursday, August 7 to address the customers issues and inspect the damage. He will also be addressing the growth issue and the cost for the UV Light again since we have no record of them accepting the original quote.

Review: I purchased a HVAC system from Tru-Comfort, [redacted]., [redacted], Pa [redacted], ###-###-####. About 4 years ago, from **. [redacted], who is a salesperson and owner of the company. After the installation of the system, every thing seemed ok, they were on time, very polite, and cleaned up well, just as promised, and I entered a comment on [redacted]’s [redacted] how satisfied I was with them. At the time of sale **. [redacted] said that his company stands behind their work 100%, should anything go wrong due there workmanship, it will be taken care of at no cost to me. Well recently my sewer line got stopped up, and the only way we found out, was my wife said she heard water running down the basement. She went down stairs and said to me there is a flood down stairs, and I better check it out ( I am disabled, have problems walking) so I went down stairs to check, and found sewage coming out of the sewage pipe, and the piping inserted for the HVAC condensate lines was blown out of the Main sewage line. So I have no idea how long this sewage was coming out of the main drain. I called Tru-Comfort and they sent a technician ( **.[redacted]) right over. He Accessed the Problem, and told me that when his company installed the condensate line into the sewer pipe, they did not tap it, as the hole for the tap was drilled oversized, so they inserted the line using some sort of epoxy . With the back pressure from the blockage in the sewer line, it blew the condensate pipe right out of the sewage line. Even if the condensate line did not blow out of the sewage line, I still would have had a flood. This was bad engineering on the part of Tru-Comfort. They never took into consideration that there might be a sewer back up. They are now doing it the right way, the way it should have been done in the first place. (not using the sewer line) going directly outside with the condensate line. The day they came out I was charged $90.00 for the Call, plus another $188.00 for the cleanup of the sewage. (which took a half hour to clean up with the vacuum) **. [redacted] says he is not going to charge me for the new installation of the condensate line, but the other two charges will remain. What happened to that guarantee, if something happens and it was due to their workmanship (engineering) they would repair the problem and at no cost to me. The sewage in the basement was caused because of Tru-Comfort, I know there was a blockage that caused it, but if it was done right, I would of known I had a blockage because the toilet or sink would not go down, and I would of called a plumber and not had the expense of calling Tru-Comfort. **. [redacted] claims [redacted] (technician) is only out of school one year and he would not know if it was tapped or not, does that mean his company sends out people who are not qualified to recognize a problem and to correct it, especially in an emergency, or evaluate the situation, why did I pay $90.00 for someone who **. [redacted] says is not qualified as he is only on the job for one year. If the hole was tapped, why did they put a boot around the pipe to stop the leak instead of putting in a plug? I spoke with **. [redacted], and he said to compensate me for my expenses, he would authorize two free service calls. I do not see how 2 service calls, would cover the charge of $90.00 plus $188.00 expense out of my pocket when all this was supposed to be covered by Tru-Comfort. If you are going to deal with this company, I recommend you get everything in writing. I lost all my respect for Tru-Comfort as their word means nothing. I do not want the two service calls. I want my money back, this happened because of Tru-Comfort shoddy work, not because of something I did. If I do not get my money back, I will have no other choice but to take Tru-Comfort to small claims court, where I will seek not only my $188.00 back, but the fee for the service call $90.00 and for the Clean up $75.00 plus court costs. I have photographs of before and after, also during the sewage back up. Also what was done to rectify the problem. I know their warranty is for only one year, but there was no way to tell there was a problem until the sewer backed up, which was almost 4 years later.Desired Settlement: Return of my $188.00 for clean up.

Business

Response:

To whom it may concern:

After this issue was brought to my attention, the only solution I feel is fair, is too refund the $188.00 to **. [redacted]. We do stand by our workmanship as a company. Unfortunately this complaint had to be brought to my attention via this complaint.

Thank you ,

General Manager

VC/mby

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.

Regards,

Review: I had a service agreement with Tru-comfort to ready my HVAC units for the summer work load. During the service, the tech broke a condensation line and never fixed it. Two weeks later I have water dripping through all three floors in my house. I called Tru-Comfort once I figured out what was leaking. They sent a tech that same day. They did this because there is water sitting on drywall and they must fix that right away(Tru-Comforts words). The tech came and worked for a little over two hours, said everything was fixed and the job was done. The next morning I went in the attic to make sure everything was done correctly. I find that the Tru-Comfort tech only fixed the broken line. They however left a 10' x 10' area in my attic soaked with water and ruined insulation. it took me over two hours to clean up the water and replace the insulation. I called in to complain and it fell on deaf ears. they wont return my calls and blow me off when I contact them.Desired Settlement: I want the money for the yearly service contract refunded and I want to transfer the product warranty to a company that actually has the knows how to properly work on AC and Heating units. This company has no idea what they are doing!!

Business

Response:

In response to **. [redacted]'s complaint: