Complaint Review: tri-city heating and cooling

Run away from this company! If I could give them negative stars I would. Horrible from beginning to end. Signed the $11K for a whole-house generator, which included 3 years of free maintenance, with the sales rep in early December 2012 who assured me the install would be completed within one month and the whole process would take two days. Tri-City scheduled two installation dates, both of which were cancelled the day of the appointment because the units weren’t in stock. Why I wasn’t told until the day of remains a mystery, and this resulted in my being away from my work for both days. The generator was finally put into place – not installed mind you – in February.

I then called the installation manager every day for a week to schedule the installation, and every time I was told by an assistant that he was out of the office, so I left voicemail messages that he never returned. As a last resort I called the salesman, and sure enough the installation manager finally returned my call saying “I’m sorry I forgot about you”. He also told me he was in the office when I called and that he had left me messages; a blatant lie because there were none at either my home or office. He lied, the assistant lied. He the scheduled the walkthrough with the electrician for March 15th, the transfer switch installation on the 18th, followed by the propane tank on the 19th (three more days away from my office). He also scheduled my Town’s inspection for March 15. I advised him that the connection between the unit and the gas line was rusted.

I called the installation manager the week before these appointments to confirm, and he told me the electrician was all set. However the Town inspection had failed but they had already been out to fix it (looked like they painted over the rusty connection), and the follow up inspection was scheduled for the 21st, delaying the propane tank installation. The walkthrough with the electrician went fine, but the day of the switch installation, he left me a voicemail that he couldn’t make it. Another wasted day away from my office. After finally e-mailing Seamus advising that I would have to involve the BBB and / or the Connecticut Attrorneys General, the owner, and several phone calls and follow ups by me, Tri-City finally showed up to finish the installation.

Fortunately, I was able to schedule the propane tank installation for the same day, because when they got there, they said that the connection was not installed properly, so Tri-City had to come back to fix it. Nightmare. The unit was finally up and running in APRIL of 2013. Now I have tried to schedule the first year’s free maintenance, and yet again Tri-City scheduled two appointments, both of which were cancelled the day of. I tried calling Seamus to have this rectified, but no one from Tri-City has ever returned my calls. Do not use this company. Horrific customer service, non-responsive management, and lying staff. Once they have your money, you are nothing to them.