Tri-City does not honor yearly service agreement (2 visits per year). It's been 8 mos since unit serviced. Can't get them to come out or call me back.
Purchased a new Rheem Heat/Air unit 10/2009 from Tri-City to include extended warranty. Condition/agreement stated that we had to maintain yearly service (spring/fall) for warranty to stay in effect. We've done that. The unit failed this past Oct 2010 and a part was replaced at no charge per service agreement. The unit has not been serviced since! Agreement was renewed March 2013. I called in March to schedule spring service and was told by *****, Service Manager, "Its too cold & we're running behind, we'll call you when the ticket comes in". Did not hear from them in April. I called early May and was told ***** would call me back. She did not. I called a week later and ***** said she didn't get my message. ***** scheduled "Spring" svc for Thur, June 13th. On June 13th, morning of svc, they called and said it needed to be rescheduled .. "will call you next week". I called, asked for the owner, was told he was on another line & would call me back. I called again at noon, spoke w/ ***** and told her, "Pull my file, hand it to Mr. *****, tell him I'm not happy with service, not honoring contract, and call me". Also told them that I would call BBB if I needed to. Have yet to hear from Mr. ***** or any of his employees! ** Told them that this is my 80 year old mother's house. I am her daughter, caregiver, power of attorney. I own the house and pay the upkeep. When I schedule these type service calls, I have to coordinate with the my employer, Medical Office, to make sure our office is covered. So for Tri-City to call & cancel at the last minute, then not commit to a new appt, only complicates my responsibilities to my employer and as a care-giver to my mother!!!!
Settlement?? Just honor your contract!! I paid you in good faith to provide a service. I chose your company over *** ******** & ******* because I feared the larger companies might not be able to keep up with the demand of a large client base. My thinking, "smaller company - probably needs the business - better customer service - maybe I'll be a name with a face, not just a name & a zip code"! Appears now that you can't handle your small client base. ***** is rude. And I'm stuck with an extended warranty that won't be honored if I move my business. It's Friday, June 14th, 3:00pm and you've still not called. Let's just leave it at that. Oh yeah, one more thing .. one have one thing in common .. we both use ******* & *****!!
Business' Initial Response
Tri City certainly apologizes for the delay this year in completing the planned service maintenance for Ms.********* in accordance with her service agreement. We did in fact complete Ms.*********'s service as per the agreement on June 14, 2013 just prior to our receiving this complaint on June 20, 2013. We apologize for the inconvenience and the lack of acceptable responsiveness to the customer.
Tri City was delayed in beginning our pre-season service due to the unseasonably cold temperatures that we experienced in February and March which is our normal schedule to begin routine service. This coupled with our attempt to give priority service to customers that were without cooling during the recent hot weather has caused us to become delayed even further in our normal scheduling of planned maintenance. The terms and conditions of the service agreement states that "It is understood that Tri City will service equipment at their convenience, once during the heating season and once during the cooling season.", in order to allow for possible delays.
We sincerely regret the customer's recent experience and will do everything reasonably possible to avoid future delays in service. We would be happy to extend a $15 discount to Ms. ********* on her XXXX-XXXX contract renewal as a token of our desire to show good faith and appreciation in our business relationship.