Trumbull Mechanical Services

Review: I first contacted TMS to enter a maintenance agreement for my HVAC units. I spoke with [redacted] and was told that I was to have my system evaluated prior to entering into a maintenance contract... I did so and spent over $300.00.. this was the beginning of October. I never heard from them again. I then started having problems with my thermostat, which wasn't working. My husband had contacted another service provider, and I then recalled that TMS never followed up on the maintenance contract. So I again spoke with [redacted] and I signed up for the service contract for $800.00 and was told that someone wouldn't be available until the following week. I told her that I would not sign up for the maintenance contract if she couldn't get someone out to my house by Wednesday as this was the day before Thanksgiving. She followed up and told me that someone can come out and that we were all set. I then received a phone call at 3:15 on Tuesday and was told I was quoted the wrong amount and that for an additional $79.00 I could get someone to come out. I told her that this was unacceptable and she should honor the commitment that was made and have someone come over as this would be the day before thanksgiving and she was putting me in a bind. I asked for a manager and was told none was available. I asked her to have a manager contact me to discuss to no available. Contacting me at 3:15 in the afternoon makes it very difficult to find a company that could service me right before the holiday.Desired Settlement: My desired outcome is for TMS to live up to the standards established by the owner which is:

"To provide our customers with superior quality, and the highest degree of comfort, at the best value installed with excellence and delivered with the highest level of professional service."

Review: We contracted with TMS in 2011 to install the HVAC for our home remodel.We discovered that the 2 Carrier units had been improperly vented contrary to Carrier`s installation instructions causing a backdraft and our gaswater heater to shut off.Due to concerns of the shut off and carbon monoxide fumes we contacted TMS to fix this issue.The first technician to come out did not admit there was a problem but at our insistence TMS sent another tech to properly vent the units.We then discovered that one unit had water leaking around it.This was from improper installation of the condensate pumps where one condensate line was rerouted in to the other unit"s line causing overflow of the pump and the heating unit to shut down when the temperatures outside dropped and the outside line froze .After multiple calls from us ,TMS technicians routed the condensate line to the septic system.When I called to ask why the initial installation was faulty I was put through to [redacted] the service manager who had sold us the system ,signed the contract and supervised the project.He could not explain why there were so many issues with their work but admitted they were responsible . 2 days later when I called to talk to him about the condensate pump issue I was told he was no longer there and [redacted] was the new service manager. I asked to talk with [redacted] and have not been able to talk with anyone responsible at TMS other than the receptionist. Our contract also lists 2 humidifiers to be installed but we discovered they were never put in despite being paid for.Desired Settlement: We do not have any confidence in TMS to correct their mistakes.We paid for a product that they installed improperly and hazardously.We had an independent licensed contractor review and check the systems installed and multiple problems have been identified with the initial work as well as damage identified to the unit installed.Some work performed by TMS is not to code.We would like a full refund of the money paid TMS per our contract for this new installation due to the poor work performed that has led to multiple repairs and fixes on new equipment.It is troubling that we have had to identify these issues and press for correction despite their technicians having been out multiple times to check the system.We are concerned that the system will continue to have problems leading to more cost or dangerous situations.