Trumbull Mechanical Services

I purchased a years’ worth of seasonal HVAC maintenance with TMS in late 2019 and scheduled by the first service appointment for 2/21/20. Not only did TMS fail to show up, call me to reschedule, or provide me any sort of notice regarding why they did not come, I have been unable to reach them. When I call them now, there is only an answering service that takes my information. They indicated that they have not heard from TMS for a long time and did not know when I would hear back. They took my money without providing a service and did not return the money or even offer an explanation. Since then, my HVAC stopped working and I was forced to pay another company to come or for maintenance.

In June 2019, I purchased a Bronze Maintenance Contract with TMS. This included 1 Spring/Summer maintence service and 1 Fall/Winter maintenance service. I scheduled my Fall/Winter service with TMS in November 2019, but a technician never showed!

I have been calling them since November 2019. No one has called me back. I am continuing to receive their answering service. I have also contacted them via email with no response. This is completely unsatisfactory, poor customer service!

We have a service contract with TMS. They did not show up for a scheduled appointment over a month ago. We have already paid for their service. We have tried reaching them on several occassions and we cannot contact anyone.

I have a calcified solenoid valve in my humidifier for which I paid half of the repair cost including the part $290.65 on 11/15/2019 (total cost of the repair is $581.30) as requested by TMS. The estimate for the job was provided by Kathy W. To collect the payment I talked to Cori H. She said I had to pay for half of the job before they could order the part (I asked Kathy for a breakdown for parts and labor and she stated it was a flat fee). When the part came in, TMS contacted me to schedule an appointment for 12/03/2019. TMS does not give you a specific time, they ask if you prefer mornings or afternoons and as they get closer to service your home they call you to give you an approximate time when to expect the service man. Sometimes you have to stay at home all day, depending on when they come to perform the service. I have called 4 times about this, but all I got was an answering service, stating that the office was closed and that they were in training. The 1st time I called however, I was told that they didn't know where the service men were because they had a communications problem. The 2nd time I called they told me they were in training. The 3rd time they told me they were the answering service and that I needed to call the office (in their website they have a toll free number a MD number and a VA number. The 4th time I called the office (the MD number) as advised by Tabatha and again, I got the answering service person, her name was Quinn. She said that the office was closed and that she didn't know when they were going to open the office again. This is quite a problem, since they were not professional enough to cancel the appointment or to refer me to someone else to do the job while they were "in training." I may be losing water. I hear it coming without stopping and as a consequence my water bill may be higher than expected. I am very concerned not only for this job, but also because I have a maintenance contract with them until the next year which covers the fall and the next year spring maintenance check up . TMS collects the money before the send their service men for the fall/winter check up.for which I have already paid them. Unfortunately, after being a customer for many years I have never experienced such scenario with them.

Terrible company. They installed the unit at my mothers house 8 years ago. The compressor was noisy. I am an Hvac tech and I checked the charge beforehand and it was perfect. The technician (Pablo) was confident the unit was undercharged. I asked him if he added refrigerant (410a) at $210 per pound would they comp me if it didn’t work. He said no. Turns out I was right. The compressor was bad. Then they wanted $1300 plus $210 per pound to replace it under warranty. So it would cost around $3000 total. That’s too much. I want a refund for $210 for overcharging my system and the cost to pay another company to recover the 1lb of overcharged refrigerant that they incorrectly added.

I attempted to settle this matter with TMS and thought the matter was resolved. I did not hear from TMS again until recently, which is why I delayed filing a complaint. On Wednesday, August 16, 2017, I contacted TMS Heating & Air Conditioning, Waldorf, for warranty service on a new home HVAC at my listed address. I advised the TMS representative that my *** thermostat indicated that no HVAC could be detected. The TMS representative immediately tried to blame the thermostat and said they would charge $99.95 "if the thermostat was the problem". TMS tech came on August 17, 2017. I showed him where the circuit breaker and furnace were located. He turned off the circuit breaker and checked the voltage. He went upstairs, checked the filter and then back outside to the unit. It started working and he claimed the circuit breaker had been off. That was a lie and I have a witness that it was on, not off. Why not turn it on to begin with and say so if that was the case? Why pretend to troubleshoot non issues? In addition to billing me $117.00 for "repairs" (no repairs were done), the tech said I was being billed an additional $99.95 for simply having a *** thermostat, even though that had nothing to do with the HVAC not working and was contrary my prior conversation and agreement with TMS "if the thermostat was the problem". Although I was verbally told the charge was for the *** and it is mentioned in the bill I received, the charge is falsely billed as "diagnostics". At the time of the service TMS was operating in Virginia without a license (listed as terminated on the Virginia Department of Professional and Occupational Regulation web site (August 2017). I would have no problem paying a reasonable fee for a service call, but this is blatant fraud by TMS.

For the past 3 years, we have had TMS as our heating/air conditioning vendor. We have a yearly service agreement with them where they come in 2 times a year to service/maintain our system. We ran into some issues last year, but TMS was able to handle them. We ran into issues again this Spring when trying to schedule our Spring service. We had a scheduled appointment twice, and both times received a call the day before informing us they had to reschedule. The last appointment we had was for May 18, 2018. We were informed the day before that we had to reschedule again, and I asked to speak to the service supervisor (Randy) and left a message for him. I was then contacted by one of the schedulers (Cathy and Tina) who said we were still on for the 18th. I said that was great but I still wanted to talk to Randy. Randy never called and no one showed up on the 18th, so they missed their scheduled service call and did not call me. Over the course of a month, I called and left over half a dozen messages for Randy to call me, but he never did. I was informed that I should escalate to Valerie, who is Randy's boss and the owner of TMS, so I did. Over the following 2 months, I left over a dozen messages, both on her voicemail as well as with Cathy and Tina. They spoke with Valerie who said she was aware that I was trying to get a hold of her and that she would call me back. She said this about 4-5 times, over 2 months, and I have yet to hear from her. I called back again today and received the same response...that she would call me back. At this point in time, I have not had my second contract service performed and I cannot get a hold of any of the leadership in the organization to discuss this. At this point in time, I would like to be done with the company, and want my money back. They have not held up their end of the contract, and they refuse to talk to me about it.