Complaints

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid for a complete **** installation. It was sold to me with the advisement that the unit has a 10-year warranty. The unit suffered at failure 18 months after being installed. I reached out to the company, and they were going to charge me for the warranty repair. I advised them thats not how warranties work, and I requested the provide me a copy of the install agreement I signed. I advised them I would have to seek assistance from an attorney to get the repair work completed. I reached out to the manufacturer of the **** unit who and confirmed the warranty work could be completed. I then stop getting any contact from the installer (Truesdel). I tried calling for two weeks and left a voicemail. They were obviously screening my calls. I had to call from a different number before I could get them to answer. They confirmed on the phone that they dropped me as a customer because I uttered the word "lawyer". Bottom line. They made a false promise of a 10-year warranty. When the warranty needed to be honored, they tried to charge for it. When I made mention of legal action, they backed out completely.

  Business response

  08/14/2023

  Good afternoon!  Here is the timeline on ***********************:

  06/20/2023 ************** diagnosed his Waterfurance as needing repair.
  

  06/21/2023 I reached out to our sales representative at Waterfurnace (*********************) and asked if they could give more on the labor allowance.  
  

  06/22/2023 ********************* (Waterfurnace) emailed me and let me know that they would give a $692.00 labor allowance to repair **************************  The part is under warranty but not labor.
  

  06/23/2023 I emailed *********** an estimate for repairs.  It is attached.  
  

  06/26/2023 ************ phoned the office and asked for an update (he did not open his estimate email until 06/30/2023) and the office let him know the repair cost and he said he was not paying anything and that if we were going to charge him for the repair he would get a lawyer and name us and Waterfurnace on the lawsuit.  We stopped communication with ************ at this time. 
  

  Customer response

  08/14/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  

  The timeline the business provided is not factually accurate. I have provided the screenshots to indicate the correct timelines.
  Good afternoon!  Here is the timeline on ***********************:
  

  
  

  06/23/2023 I emailed *********** an estimate for repairs.  It is attached. 

  This is accurate. however....
  
  06/26/2023 ************ phoned the office and asked for an update (he did not open his estimate email until 06/30/2023) and the office let him know the repair cost and he said he was not paying anything and that if we were going to charge him for the repair he would get a lawyer and name us and Waterfurnace on the lawsuit.  We stopped communication with ************ at this time. 
  Regards,
  

  This is not accurate. Upon receiving the email on June 23, I immediately  opened the attached PDF, not opening the their link. I then called Truesdel for clarification (June 23). I was advised i was would get a call back with answers to the questions i asked. I did get a call back the same day. June 23. (screenshots attached)

  I was not pleased with the answer that i would be required to pay for warranty work. I asked them over the phone to provided me a copy of the contract i signed at the time of installation. So i could be be reminded of what warranty i agreed to. This BBB complaint is where they have provided the copy i requested. This could have been avoided if they provided it to me that same day I called. 

  I did not call on June 26th. I'm not sure where they are generating that information. I did however get in touch with Waterfurnace directly since I had not heard back from Truesdel. They agreed to increase the labor allowance. I accepted. I then waited to hear back from Truesdel since I still had not heard from them. Waterfurnace advised they would process the additional labor amount to them. 

  I had not had any contact from Truesdel after June 23rd. I had to call from a different # to get them to answer their phone. They never advised me they were choosing to no longer service my address until I had to call from a different number. It  was apparent they were screening my calls. 

  When they did finally advise me they were not going to complete the warranty work (Aug 1st), I reached out to Waterfurnace again who recommended I reached out to another local HVAC company. I did. They inspected my unit and informed me of the repairs required. Their technician was advised of the issue with Truesdel. The technician suspected that Truesdel did not want to complete the work or they didn't know how.

  Truesdel actions up to this point support the theory. 

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

  
  

*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. ↩