Chilltrol One Hour Heating & Air Conditioning
| Number of Stars | Image of Distribution | Number of Ratings |
|---|---|---|
| 75% | ||
| 17% | ||
| 0% | ||
| 0% | ||
| 8% |
Very well handled and communicated from first call to completion, and customer sat surveys. Tech communicated when he was on the way, and gave very tight timeframe - communicated well during diagnostics - warned on what the resolution may be (along with the costs!)
Gave basic maintenance advice.
Resolution ended up being one of the least expensive options, which was very good!
Upsold the ongoing preventative maintenance - but had lower cost program options when onsite than when the phone/scheduling team were upselling.
On January 13, 2014, I signed a contract with Chilltrol for the installation of a new Trane furnace and air conditioner. At the signing, I was told that installation of both units, along with a new 4? chimney liner, would be completed in one day. Installation began a week or so later, and ultimately took two days to complete. Not a huge deal, I thought at the time to get the job done right, but still not a good sign when I was told one day and now had to take a second day off from work. Work was completed in mid-January, everything installed, including the chimney liner and the new pipes to the outside. For a couple months, everything seemed to be working well.
In mid-March 2014, the new heater stopped working. I went down to the basement to check it out and found the new furnace frozen over by ice. I had no idea what was going on. Thankfully my father-in-law was around and together we were able to determine that the installers, after testing the furnace and A/C units, had left the A/C unit running. Consequently, the A/C unit had been running non-stop from mid-January through mid-March, resulting in the currently frozen furnace. We immediately turned off the A/C unit. I then called Chilltrol, who sent someone out on March 24, 2014. The technician checked out the system, now that the furnace had dethawed, and found that the gas valve had gone bad. The valve was replaced and the system was tested, everything seemed okay. However, the technician did ask why a 4? liner up the chimney was installed. When I told him it was recommended at installation, he responded by saying, ?That?s crazy.? This only added to my concern over the competence of the installation technicians as well as got me wondering if I was hoodwinked into paying for something that I did not need. The technician also asked if a Chiltrol post-installation inspection was every performed, to which I said no, I was never contacted about such an inspection. It seems to me that if Chilltrol had done a post installation inspection, it would have noticed the A/C running and all of this mess could have been avoided. Nevertheless, the system was running and working, at least for now.
Despite the clean bill of health, I requested to speak with someone in management about the situation and my concern that the mistakes of the installation technicians had damaged more than just the valve, and potentially had decreased the life of my brand new furnace and A/C units (water/moisture had got onto everything during the frozen furnace incident and who knows what
issues and/or other damaged parts existed that could/would not be discovered until months or years down the line). I never received a phone call, so I began to call Chilltrol and slowly worked my way up the corporate ladder. However, everyone that I was transferred to informed me that they did not have the authority to authorize any complimentary extended coverage or services to me. One person even suggested that I call Trane for an extended warranty, which didn?t make any sense to me since this was Chilltrol?s mistake. Essentially what I was looking for was a complimentary club membership that would include two inspections a year, one for the furnace and one for the A/C, and labor to fix any parts that were broken/damaged but not yet known. From talking with various people on the phone, I believe what I was looking for was an annual club membership. Through my phone calls, eventually I was given the name of Keith Dodge (443-713-4113), whom I called numerous times and left voice messages for. He returned my call, once, left a message to call him back, which I did, multiple times, only to no avail as he never picked up the phone nor called me again.
On June 07, 2014, Chilltrol came out for the first of their complimentary inspections, included with every purchase, and found the A/C in good working order. I once again requested to the technician that I needed to talk to someone in management. I never received a phone call. The summer got very hectic for me, so I wasn?t able to pursue this like I had planned, but I did make a few more phone calls, to no avail.
On December 21, 2014, the second of the complimentary inspections was performed, this time on the furnace. The furnace checked out, and again I requested that someone in management give me a call about some issues with the system after install. Since that time, I have received only one phone call from a number not in my contacts, it may or may not have been Chilltrol, but no message was left. Based on my experience over the past year, I am guessing that the phone call was not from Chilltrol.
Finally, on January 6, 2015, I sent a letter to Chilltrol outlining the above. As of today, January 20, 2015, I have not received a written response nor a phone call or email message and have given up nearly all hope that a resolution between the parties can be reached. This has been a horrible experience. I definitely do not recommend Chilltrol at this time, and am currently exploring what legal options I have as I now fully expect my system to break down because of the incompetence of the Chilltrol technicians/installers.
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