Complaints

• Initial Complaint

  10/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired TSi to replace our air conditioner in our house. Company Address: ****************************************************/03/24 Date they installed the new air conditioning unit. They never gave us an invoice or warranty paperwork. After the A/C unit was installed we had the county inspector come and inspect the job. The unit was not installed properly and was unsafe. The unit is supposed to be installed on a pedestal that is secure to the ground. The current pedestal currently sites 2 inches above the deck and rocks if touched. The situation is not safe and may eventually cause a leak of propellant or a short. The inspector did contact the company to fix the problem. The compressor appears to be tilted and our insurance adjustor claims it may be leaking water and they refused to pay our claim. The company came over unannounced after the install and put sand underneath, which has now spilled and made a mess everywhere. Please see photo attached. We tried calling many times, mailing a letter (9/23/24), and they have not responded or resolved the issue.

  Business response

  10/29/2024

  We have taken the necessary steps to get the permit closed and I have attached a copy of the Approved permit and her invoice that she was provided with before the install started. I also mailed her a copy in the mail.

  Mrs **** is stating there is moisture/ leaking from her unit several times. The county checked the unit, our servicer mgr on 2 occasion has gone out and checked on it as well as our installers and no-one has found the unit to be leaking anyway. This unit is in perfect working order. 

• Initial Complaint

  06/03/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  05-29-2024. A tech installed an Spp-6 capacitor and a SurgeArrestor unit on my AC outside unit. I paid with a credit card and was sent a receipt by e-mail. The receipt showed they charged me$300. for the surge arrestor ($100 on Amazon) and $250. for the Spp-6 ($11. on Amazon.). I called the company and the lady who answered the phone said that was the price and that was that. I asked for the manager to call and he has not. Please help.

  Business response

  06/04/2024

  Customer did call yesterday and is on the managers schedule to be called. As you can image we are in the height of our season and the manager is out in the field. He is still on the schedule to be called but we will go ahead and resolve through the BBB. The customer is referencing Amazon. Amazon has no weight on our pricing and this does not account for labor and other expenses to have a licensed professional with years of experience install the parts and take responsibility for proper installation. These parts have been installed and the customer agreed to these prices prior to installation of these parts. Attached you will find the breakdown of the invoice. We are more than happy to refund and void the maintence agreement at $165.00. We will not even reduce the refund by the 20% processing fee that is stated in our agreement. We feel that the pricing we present is inline for the industry and will not be issuing a refund or adjustments on the parts. 

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our air conditioner wasn't cooling, received a flyer from TSI with a 16 point inspection for *****. *** showed up, 7/24/2023, inspected, found problems, sold me on a new unit. Promised new duct work( major concern) through out, intake, out take, 3 ton with heat pump. Received 3 ton with heat strip, in take, outtake, and no duct work. 8 months I have been corresponding with the office manager, ******. She says it's unacceptable and sends someone to check ,"cooling problem". Someone shows says they will be back to install and they disappear!There is a hole, hole in the floor, where outtake goes in the house that just has a filter over it that they tore out and didn't replace. The last tech out took apart the housing said he'd be back and has not shown back up. So now i have critters, rats, under my home. 9000$ and ************************************************* just not using the airconditioner, here we are.It has not been inspected, so I imagine it could and should be red flagged. I want my money back so I can have someone actually do the job right. This included a service contract to take care of it for free every 6 months, they haven't even contacted me for that.Dropped a airconditioner, and hooked it up to cool under my house. Tore it all up and left.Crappy company!!

  Business response

  05/21/2024

  Customer was contacted from past emails and the job in finished and the permit has been closed 

  Customer response

  05/21/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am 77 yo, single woman, legally blind, living alone & unable to walk without cane or ****** except within my own home. Around 7/19/23 I received a flyer in the mail from TSI advertising preventive maintenance on my existing air conditioner. Because my electric bill had increased well over $300 for the last 2 months for a singlewide mobile home with 2 build outs, I chose to call them. An appointment was made for a service rep to come over on July 20 2023. He arrived at the appointed time. He went outside to check the unit & was back inside in less than 5 minutes. He reported that my unit was very old which I believed was true. I bought my about 2 1/2 years prior & did not know the actual age. He reported that I had black mold in my ductwork. I supposed this might be true because there had been a condemned trailer next to me for a ******** thought black mold could have come from there. He said that I needed a new ********* could get it financed for me that day. He Quoted me a price of $13,561.00. I told him of friends who had recently purchased a new unit for less than $5,000 but he said it must have been refurbished, not new. I was very stressed about the black mold& I agreed to the purchase. He put the financing through ************** while he sat with me. He called his office & scheduled the installation for the next day & for the ductwork to be sanitized & resurfaced 2 days later. The installation was done as promised. No one came to do the ductwork over the next several days. I called the ************* said someone would be out sometime the next week. They did come & I presume they did the work. A couple of weeks later I had a rat in my kitchen. I had recently paid $1300 to have the outside of my house rat-proofed. I called the man who did that work. He came out & checked to find the ** guys had not put the metal on the large coil going from the ** unit to seal the house. After many calls & promises my home is still open & still have rats.Unit 2 big my house

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  On 10/16/23 our air conditioner stopped working, one of two units. I had receive a flyer from TSI family owned 40 years etc. I called them. I knew I had issues, the salesman was slick: great deal, will get done fast etc etc.I signed electronically with ************************* Comfort (RHEEM is manufacture) a line of credit on 10/16/23. the signing document said I wouldn't get charged till work was done. Started work the next day, learned a month later when first statement arrived they billed me on 10/17/23.Issues:1. They never finished the install, one of two units didn't work. No hurricane tiedowns, filters missing etc etc. I kept calling and setting new appointments the manager had excuse after excuse. Sat at home for three times no Tech Arrived.2. They never applied for Building Permits. After three weeks I went to County Offices and discovered no permits.3. After seven weeks of no resolution and advice of Sarasota County Planning and Development Services I hired new Contractor to finish the work and do repairs to the faulty work they had done. They advised me I had overpaid for the two units. 4. I sent registered letters to both their addresses on 12/29/23. Requesting payment of $2,925, ******** office signed for letter but will not answer my calls. The ******** Office rejected the mail delivery.

  Business response

  01/24/2024

  After reviewing the file, 

  Not much of in way of excuses here besides we were trying our best short staffed. That being said we did not reject the mail. We signed for it and were in the process of reviewing. As common curtsy communication was becoming increasing difficult we did try our best. 

   

  We are willing to reimburse ************ $1,195.00 for "First and Foremost" once the permit has been closed out. Any fees associated with fails or missed appointment incurred from the county would be deducted from this total.  When we reached out to ************ to get that schedule we were hung up on. As that permit is connected to our CAC once closed properly we would be more than happy to get that reimbursed. We are also more that happy to reimburse for the 2 PMA contract at a total of  $252.50 and cut ties with ************* 

  Customer response

  03/18/2024

  The following is my response to them and BBB:
  1.  They never got permits so they we not connected to their CAC.
  
  2.  I sent two registered letters, one rejected one accepted. After 30 days i called them any they wouldn't take my calls(3).
  
  3.  I will accept $1,195 and $252 to get this done.
  
  What should be my next steps?
  
  Thank you.
  
  *******************

  Business response

  04/04/2024

  The customer will just need to let us know if we need to schedule the inspection or if the other company will for the permit. Once the permit is closed we will issue the refund check

  Customer response

  04/05/2024

   
  Complaint: 21179471
  
  I am rejecting this response because:

  There are no permits to close, they were closed on 12/20/23: Items 1 and 2.  The permits TSI filed (fraudulently?) on 12/28/23 on the date I asked for payment noted above. I had them canceled on 3/20/24  at *************** Government: item 3 attached.

  Have them send check for $2925 as requested on 12/28/23.

  Sincerely,
  
  *******************

  Customer response

  04/21/2024

  Dear BBB,

  Attached please find the two closed permits, these were originated by First and Formost Heating and Air on 12/18/23. After eight weeks of TSI failing to complete the work. They were then closed by County Inspector on 12/20/24.

  Also please find attached Correspondence from Sarasota ***************** on two permits filed on 12/28/23 By TSI.  Cancelled by County on3/20/24.

  These we filed with County on the day they received my letter requesting $2925.  
  

  In my opinion these were filed for fraudulent reasons. They were eight weeks late.  If they are requesting closure on these permits they do not exist. They were cancelled.

  Please call with questions. Thank you.
  

  ******************* ************

• Initial Complaint

  12/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ****************** was contracted to replace old ductwork, raise a/c unit by installing a thicker concrete pad, and install a UV device to sterilize the air flowing through the system. Because the a/c was higher relative to the mobile home than before, a new shroud was required to connect the two. Technician said it would need to be ordered and fabricated by their sub-contractor. About a month later a tech came with a new shroud which was the wrong size. He took new measurements, and said it would be re-ordered. I have had several conversations with the office manager to follow up but she has been unable to obtain a replacement shroud. I sent a registered letter on 12/13 asking that the job be completed by 12/24. If it is not completed, I will find another contractor to do the job and sue ****************** for the cost.

  Business response

  01/04/2024

  The work has been completed.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ac not working 17 days .was ok temp 78 and at night 73 people took to long and still not fixed.left 6 messages .person was supposed to come today and didn't. Ac not on needed to buy 4 window ac units

  Business response

  07/07/2023

  After reviewing the consumers information we can confirm that this complaint was made in error to our company. Technical Services no longer offers service in Lee County. We request that the complaint be removed from our file. 

• Initial Complaint

  01/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on jan. 5th tsi service tech told me i needed to have my duct work in my home sealed. i paid him on my credit card ******* dollars for this service. on jan. 7th i called ***** the sales person to cancel this service. on jan. 9th i talked to office girl and told her i wanted to cancel this duct work and wanted a credit on my **** card. she said she would talk to billing person and credit my **** card. on jan. 17th i talked to office girl again and was told billing is working on getting my refund. it is jan. 20th now and still know refund. i would like to have my money refunded. thank you.

  Business response

  01/30/2023

  Customers card was refunded and should be visible on their personal statement. 

  Customer response

  01/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  12/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Brand new Rheem **** Installation (faulty part): On July 13, 2022, I trusted TSI to install a brand new **** unit on my property. Less than six months of the **** install the unit is not providing any heat.I reached out to the owner (***) via text on Friday, November 18, ******************************************** with the office at ************.I reached out to to the office/customer care (******) on Friday, November 18, 2022. The office indicated a technician will come out on Friday, November 18, 2022. I waited and waited and a technician did not arrive. I was not notified by customer care after they indicated they will let me know if they got a technician. Therefore, I called customer care to check on the status. They indicated TSI would not get to me until Monday, November 21, 2022. I was without heat for the weekend.On Monday, November 21st, the technician arrived and he diagnosed that it was a faulty part.I proactively reached out to TSI, making six calls over two days (leaving voice messages or being told by ****** to call back) on the status of getting the new part pre-Thanksgiving and having heat in my home. I was told that unfortunately I have to wait until after Thanksgiving because the part was not available locally and it was being ordered. My frustration is the lack of courtesy and consideration to just keep me in the loop and let me know what is going on. I had to chase the company down just to stay informed and I don't find that very pleasant service. I am not an unreasonable person, I really need to stay informed so I can plan accordingly.It is now well after Thanksgiving and the problem is not rectified. How long does it take for a brand new unit (costing me well over $8K), that is under warranty, to ship a part and for a technician to execute? I keep getting excuses from TSI at ****************************************** and my matter as of Monday, December 5, 2022 9today) is not resolved.

  Business response

  12/05/2022

  Unfortunately the shipping of this part from the manufacture is completely out of our control. At this time it can be very difficult to get access to warranty parts. Being that furnaces are not very common those parts do sometimes need to be shipped from out of state as in this case. We tried our best to relay the information including offering personal cell phone numbers to ****************. The part did come in and she was contacted (12/5/2022) immediately to get on the schedule. **************** is currently on the schedule for 12/6/2022 between **** for the repairs.  

  Customer response

  12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Sincerely,
  
  *****************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩