Heat Pump sales, service and repair
Thermocool sold installed a heat pump in 2016, and it developed chronic problems in 2018 after its warranty expired. The unit was serviced multiple times, and removed to the shop twice for repair. Field staff are uniformly courteous and diligent. They are well trained in the mechanical aspects but not knowledgeable about the electronics, which turned out to be the problem. Replacement of the circuit board eventually solved the problem, and Thermocool were able to arrange this as a warranty item which saved us substantial money. Overall our out of pocket costs were some $3,500, including repair charges and emergency heating and air conditioning units, to get this $7,000+ unit back to work. Thermocool went out of their way to make this right for us, but I do think they might have been more on top of the technical side of the electronic problem earlier. Our biggest complaint with the company is that getting status information is almost impossible because the charming telephone operator is the gatekeeper, knows very little, and does not allow the customer to talk to people who know what is going on.
- Approximate cost of services:
- $10,000.00
- Company Response
Hello Mr. Fowke,
We appreciate your feedback as we do understand you have had warranty issues with your heat pump unit. As the installing contractor, it has been our duty to ensure your unit is working to its upmost potential. With respects to the electronics of your heat pump unit - For this manufacture particularly, our service staff is versed and trained directly from the manufacture. I can ensure you, we are very familiar with the electronics aspect of your system.Concerning obtaining technician information, as our customer care is very knowledgeable, technicalities are best explained by qualified experts.
As our service technicians not always accessible via phone as they are on the road, we do have in staff engineers / service managers who are fully accessible - this can be noted our main directory along with all the names and extensions.We are pleased to hear your unit is operating and hope to hear from you again soon.
Thank you,
Angela
Thermo Cool Mechanical