Reviews

Review Details

• Review fromClint B

  Date: 13/10/2023

  1 star
  We have a sprinkler shutoff in our basement that our sprinkler people suggested we have checked out as they suspected it was letting water through. Called towne and country to check the valve. It was deemed okay and we paid 130.00. Two weeks later the in line valve was still leaking. Called T&C again. The valve was replaced and we were charged another 160.00. I asked the plumber about the previous call and his response was "I checked it out and it was not leaking then". $290.00 for a leaky in line water shutoff. This second visit the plumber didn't even clean up after himself (defective part left on the floor and dirty rags left on the counter. We have used T and C before and were very satisfied. I notice over the past few years the reviews have gotten poorer. Unfortunately they do not realize that good service reviews travel fast but poor service travels faster and to more people.

• Review fromSY T

  Date: 14/10/2022

  1 star

  SY T

  Date: 14/10/2022

  I don't recommend this T and C Comfort for residential service. Too bad at technical skill and even worse at customer service.
  I had a minor problem with my furnace fans in the summer, when i used my AC couple of time then discover that the furnace venting fan run nonstop. I called T&C (i work in construction so i heard about them in their trade).
  - They sent 1 technician in 2 days ( without scheduled in advance, just call and show up right the time they have time). This guy (name Cameron) checked my system then said that my fan control board was malfunction and quote of ~$650 for part only. he said no other option. Then I agreed to replace and hope i have at least a couple of year for this.
  - After only 3 days, the furnace fan ran nonstop again, like never be fixed. To make sure, i let it run for another whole day then call T&C to fix, and finish their service. Same way they show up suddenly after a call without scheduled time.( this just a little bit annoyed, but luckily i can manage to be home in time for them). This guy- name Robert inspected and finally said that my fan motor was malfunction too. Then quote me $2002 for this part ( not include labor , tax or any other may be needed part), what the heck of this??? I would never replace the part like this. I rather install the whole new furnace. I know my furnace is very old, but why you guy played trick on me like this.Feel like i was cheated
  - I then ask them to quote the new furnace, and ask them to return the control board which almost brand new- 3 days buy, but no used for me. Certainly the technician can not decide this, but he still billed me for the labor cost that day ( almost 2 hrs) which i suppose that should be T&C responsibility to figure it out what they missed on the previous service.
  - I still need to call to the service manager guy ( name Jason) to submit my request. But he refused my return. He said they have no policy for return anything they sold out. (why not warmed me this before sold me

  Town & Country Plumbing & Heating Ltd.

  Date: 18/10/2022

  Town & Country offers a demand service list for people suffering from equipment failure. Sometimes due to the high volume of calls received, we do not have the capacity to get to all calls during the regular business hours on the day the customers call in. We always offer the option to have our after hours technician assist in overtime, in this situation, the customer requested that we come out only in regular rates. When the customer requests no overtime we call the customer as quickly as we can during the regular business hours.
  We did come out and diagnose the furnace failure as a control board failure. This repair was quoted, accepted and performed properly. At the completion of this call, the furnace was working normally and there was no further sign of failure and therefor, there were no follow up repairs quoted at this time.
  
  The customer called in 7 days later saying that the furnace was no longer working. At this time T&C did not charge a callout nor did T&C charge for the 2 hours on site for further diagnostics. After the diagnostics were completed T&C informed the customer that the motor had failed on the furnace and quoted for the replacement motor. The customer did not wish to proceed with the repair due to the cost of the motor and the previous control board. T&C offered a credit on the control board parts toward the purchase of a new furnace which the customer did not choose to accept. T&C does not offer cash back on parts that are no longer "new" as they have been installed and cannot be resold as a new part.
  
  

  SY T

  Date: 18/10/2022

  I can see in your reply that you forgot to mention about the incident that you never let me know in advance that i can not return any part that had sold to me. This is the point. What happened if right after your technician installed me the control board, the system kept fail ( fan run nonstop) then you would quote me other motor for $2002. Sure i would not accept next move. And same here, i want the control board back to think about the whole new installation. What is different between return right the way and after 7 days???? You never warm me about no return policy. Only reason that you can not resolve the part mean i had to pay for it??? This is the point ,again.
  
  About your correction about 7 days # 3days that i mention. Like this, i got the problem back after 3 day, to make sure, i called you guys in day 5 afternoon, and you guys come at day 7 morning.
  
  About charging me in the second service, i still keep the invoice your technician sent me , the amount is $152.63, from Robert M****** ( who said to me that Jason told him to charge even if he thought it not proper this case). I just refused to pay right the way and said that i want to talk to Jason first. Jason then agree not to charge me this time. Let look back to see what is your attitude to customer this case. ????
  About the annoyment for getting appointment, that minor, i know you guy was busy, but i would like to have a scheduled appointment than sudden call up and come right the way when you have free time.
  About the idea of offer credit back of the control board only if i accept the new furnace purchase. I have no more word to say. You guy was really "smart".