I *regretfully* went with Tru Comfort as my HVAC company because it was the company that the previous owner of my house had used. I called at the beginning of the summer to set up a bi-annual service/maintenance contract for $283. They couldn’t come until the middle of the summer. I wasn’t happy with this but said ok since that was first available. They called me two days before the appointment and said they had guys out sick and I would have to reschedule. This pushed it back weeks and they did not come until August to service my A/C for the summer. When the guy came, he found the filter to be dirty and the heat exchanger to be cracked. He called his boss, Jeff to come out and confirm this, which he did. They did not have a new filter on hand. I asked Jeff if I should go to Lowe’s to buy one. I asked him this twice. Both times, he said no, they will bring one (he actually said they’d bring a couple for spare) when they come to fix the heat exchanger. The heat exchanger was covered under warranty so I’d get that money ($1500) back eventually. Labor cost was $1200 and I was told it would take ELEVEN HOURS! I signed the contract and paid. I told Jeff that it had to be done before August 24th because I was leaving for vacation and then going back to work that Monday (the 28th). He said that wasn’t a problem. They never called me to make the appointment. I had to call several times to set this up. The lady who picked up said “how about the 25th?” I told her I will be on vacation and she said that all the guys were booked up. I told her that Jeff told me it would be done before the 24th. She was somehow able to get me in on the 22nd. When the guy came to replace the heat exchanger he came at 11am and I was told it’d be between 8-10am. He said the guy who was supposed to come, was out sick. He DID NOT BRING A FILTER because he said it wasn’t on the ticket. So I quickly went to Lowe’s while he was there (EVEN THOUGH this is supposed to be included in the $283 yearly cost that I paid them!) and I changed it myself! (EVEN THOUGH Jeff told me they would provide one and they would do it!) The job that they charged me $1200 for and estimated to take 11 hours, took FIVE HOURS. I asked him how I would get the refund for the warranty part and he didn’t know and said maybe the manufacturer mails the check directly to my house. After a few days, I called Tru Comfort to inquire about this. For $1500, I want to stay on top of this. The lady I spoke with had no idea who the part was sent to (which company) or how I’d receive the refund. She put me on hold and then got back on and said “I’m sorry, but why do you want to know?” I told her I wanted to be aware of where this $1500 part was sent so my refund wouldn’t get lost in the mix. She told me that the “service manager” would call me back after he got off the road. I waited FIVE days. No call back. I called Tru Comfort again. She said that the refund was on “Tom Grello’s” desk and I had to wait for him to cut the check. I also set up an appointment to “start up” my furnace as this wasn’t done yet because it was too hot on the day my heat exchanger was replaced. I asked for it to be serviced for the winter at this time also. She told me it already was serviced during the heat exchange replacement. This ended up not being true at all. It was NOT “serviced” as that was not on the ticket (just like the new filter wasn’t on the ticket.) Besides, I paid $283 for them to service it twice this year. Doing that during the repair time that I already paid $1200 for, is unacceptable. Today, 9/6/17, I called to ask what bi-annual service includes and to inform that it was NOT serviced for the winter yet. I spoke to Bill. (This is the first time I spoke on the phone to a gentleman/someone who knew what he was talking about.) He told me it was not serviced and that I am entitled to that winter service because I already paid for it. He also told me the new filter should’ve been included in the summer service. He said they would bring a filter as a spare when they come next week for the startup/winter service. After I spoke with him, I thought of more questions. Instead of calling right back, I decided to email my questions as it may be easier and more efficient for everyone. This is my email and the very unprofessional response I received:
My email:
Bill - Is cleaning the blower wheel included in the yearly service/maintenance contract? What about getting the leaves out of the outside central a/c unit - is that included?
Tom Grello - Could you tell me when my check for the warranty piece will be mailed out to me? I was told it's on your desk.

Please email me back so I don't have to call again - I feel like I've been calling very often and I'm sure the ladies are tired of my calls :o) This may be easier for everyone. Thank you very much for your anticipated response!

The response from Carla:
Jennifer;

1. the check is not on Tom's desk, it is in a pile of checks that I need to look at and make sure we have enough money to cover all of them. I do things in priority order. if you wouldn't call so much maybe people would tell you something real. I think you intimidate them so much that they don't know what to say, so they just babble some answer out. Sorry about that.

Check will be mailed today and you should receive by Saturday.

Thank You;

Carla Golomb
Accounts Manager
Tru-Comfort, Inc
1713 Neva St
Allentown, PA 18104
610-437-1888 x 18
carla@tru-comfort.com
www.tru-comfort.com

I have never been rude; always professional, but I won’t take “I don’t know” as answers to my questions. I have needed clarification several times because the communication with the company has been so poor. Also, I don’t get call backs or calls at all to set up the appointments so it’s up to me to stay on top of things rather than rely on people who are clearly incompetent. I couldn’t wait to get the startup/winter service done so I can be done with this company. I was speaking to a coworker whose husband is in the business and she said Tru Comfort is known for being the most expensive out there.
These past few months have been extremely frustrating dealing with Tru Comfort. I do not recommend them even a little bit to anyone. I’m looking to hopefully switch to Comfort Generation or Dual Temp – both highly recommended.