I purchased all the appliances for our custom built home from Trail.
As part of the arrangement they were also contracted for the installation of all appliances. On Nov 9, my hoodfan (HF) came crashing down. It's dented and damaged and the impact also damaged my range. The Trail sales guy I dealt with says it can't be fixed. The fall could have injured or killed me or one of my family.
Trail was given access to my home while I was at work to take the appliance down. The HF was disconnected and set down in our living room on some cardboard. When I inquired about the loss, they tell me to go through my insurance. The insurance company inspected the damage, explained the damaged HF could not be claimed, but the resulting damage to the range could be. However the damage to the range is less than the insurance deductible. It was noted during the inspection by the insurance rep that Trail did not install the HF with all the hardware that was supplied by the manufacturer. I have communicated this to Trail, but they don't respond. The earlier explanation they provided was that the HF was installed for 5 years without any complaints and was a sound installation. I have communicated with Trail customer relations. I requested the original installation report and the report when they inspected the fallen appliance recently. They refuse to provide any information and they tell me that the burden of proof that the installation was not completed correctly is on me. I spent about $26K with Trail for the original appliances and then an additional $4K when I added a water softener, second dishwasher and a bar fridge. I would advise others to stay clear of this company. They do not accept responsibility for their errors. A quality company would be working to ensure something like this doesn't happen again and would try to correct their errors. Not Trail, they don't care about their customers.
- Company Response
Trail appliance has been very clear with the customer in regards to our position
Install over 5 yrs ago, no complaints since it was installed. The doc's the customer is requesting are our internal notes and will not be released to him. Customer is claiming that we installed the hoodfan with Glue and now the glue has given way and caused the Hoodfan to fall. The hoodfan was installed correctly and the glue was used to hold shims in place to prevent the hoodfan from vibrating on the customer's glass tile and to sit straight in the opening (as in most cases the walls or floors in homes are never completely straight and require shims. As clearly shown in the pictures the customer themselves provided the required brace of wood and connection going through the wood (into stud) to secure the hoodfan to - install was to the manufactures specifications.