Complaints

This profile includes complaints for Tonica Hardware, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tonica Hardware, Inc.

  537 W Peru St Princeton, IL 61356

• 

  Tonica Hardware, Inc.

  220 LaSalle St Tonica, IL 61370

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called business for estimate for furnace & AC unit on 10/7/23. They repaired the exchange & installed a new furnace/AC unit 11/6/23. Repairs/installation were $11,125. It was very loud. I asked why it was so loud. They said, "Everything happens @ the main unit, so that is why it's louder." Yet, on my receipt it says, "Quiet performance. Enjoy summer comfort with 16 SEER & up to 13 EER efficiency if paired with ****** furnace". I noticed that the inside temp. wasn't cooling & AC unit was running continuously 6/17/24. I called 6/18/24. They came for a diagnostic, charging $79 & had me replace 3 ducts. I replaced the ducts for $850 more on 7/8/24. I called on 7/9/24 as it was still 79 degrees inside. They came back out on 7/11 & 7/12 but the tech kept saying that they would talk w/office & let me know what would be done. I spoke with the owner *** ******** & he said Service Manager **** & *** would come out 7/17. Air flow was measured on 7/17. They went underneath the home and said that air was blowing out underneath the home in the crawl space. **** said, "We'll come back out when it is cooler or end of season, so we can take the unit apart & repair what we did & further diagnose if there is anything else wrong & recheck our work. We'll have to remove the coil at the unit to do this. It will take a whole day and it will be hot." He thanked me for not having another company come out & look & not putting up bad reviews. I had a second opinion because I thought it was strange I would have to wait the whole season. He didn't touch anything but informed me that the new duct work isn't clamped up, the old material was left in the crawl space, the new unit is only a 2.5 ton & that they should have put in at least a 3.5 ton as I had a 3 ton before & it's loud because everything is loosely installed/coming apart/not properly insulated. I've called repeatedly & left vm. No one returns my calls. $12,060 spent with this company haven't gotten what they have promised to provide.

  Business Response

  Date: 08/15/2024

  Sirs:

  Regarding this complaint. Even before the issuance of this complaint we were in the process of investigating. Upon visiting the home we began by checking the duct work and plenum and checking for duct work/air flow issues. We did find some poorly connected duct work under the trailer that was leaking air. This issue was not associated with the previous work we had done at the home. We also used a sewer camera and pushed it through the ducting to look for further issues. At numerous points we found that, presumably, mice had infiltrated the ducting and had brought in large amounts of nesting material that had completely clogged the airflow in the ducting. The homeowner(husband) was present and witnessed the video picture of the problem areas. We discussed options to clean or replace the ducting. We have since called the homeowner and left messages with no response at this time. I will personally follow up to discuss with the homeowner a remedy for the problem. You may contact me directly by email at ********************************* or the office phone at ************* Thank you.

  *** ********, President

  Customer Answer

  Date: 09/03/2024

  I am writing in regard to Town and Country’s response (8/29/24) to my complaint (8/3/24).
  First, I want to thank you for your assistance in this situation. On 11/6/23 Town and Country
  installed my furnace, air conditioner and hot water tank. I have not had problems with the hot
  water tank. I called in 6/24, as this is the first time I used my air conditioner (installed 11/6/23) for
  the beginning of the summer season. At this time, the unit was not cooling my home and the
  interior temperature remained at 78 degrees while the unit ran continuously. Unfortunately, since
  the installation on 11/6/23, this was the first time I ran the air conditioner and therefore did not
  realize there was a possible issue with installation and/or possible incorrect unit size.
  I have made many attempts to resolve these issues. I repeatedly called in June, July and
  August and yet, still into September, nothing has been remedied. I have not had adequate air
  conditioning all summer.
  On 8/12/24, I spoke with *** ******** and had the service manager and a technician come out
  8/13/24. They worked on the main unit, broke the gas pipe at the main unit and then welded it
  back together. When my husband asked if that should be replaced, ****, the technician said,
  “This should suffice.” At this time, they also showed my husband camera footage of clogged
  vents. **** explained that we should attempt to clean them out because Town and Country
  does not offer duct cleaning. I investigated further and on their website it clearly mentions that
  they do offer duct cleaning service.
  I have made many attempts to resolve this with *** ********, Owner/Manager of Town and
  Country, since my original complaint was filed on 8/3/24 with the BBB and the Illinois Attorney
  General’s Office. I would like to highlight the additional events that have occurred up until now
  Pg. 2 of 2
  that have negatively impacted my experience with Town and Country. After repeatedly calling
  and leaving messages in an attempt to resolve the issues with *** ********, he repeatedly
  refuses to respond to me directly to discuss the matter. After Town and Country received my
  complaint from the BBB, I finally received a call from Mr. ******** and he came out to remove
  debris that his technicians left under my home, in the crawl space. Nothing else has been
  discussed and no further action has been provided. He continues to ignore my calls to the office.
  I continue to have a failing air conditioning unit, an incredibly high energy bill and a sweltering
  hot home since June of 2024. Due to these inadequacies, I am convinced Town and Country is
  not willing to remediate the problems I have addressed.
  Before having Town and Country install the air conditioner, my previous 3 ton unit did not have a
  problem cooling my home. I decided to exchange the unit because the technician at the time
  explained that the unit was 25 years old and it was appropriate to replace the furnace and air
  conditioner unit due to their age. At the time of the initial install and then later when diagnostic
  testing was performed upon replacing the flex duct, there was no mention of clogged vents or
  problems with air flow control. The unit was poorly installed and it is creating these additional
  problems that I am experiencing in my home.
  Therefore, I would like immediate action to take place. I would like for the equipment that is
  faulty to be replaced and the remediations that need to occur so that my air conditioner runs as
  it properly should. I can not enjoy the benefits of over $13,000 of financial burden and I am
  unable to say that the product was installed correctly, that it is working properly and that the unit
  is the correct size due to the inadequacies of Town and Country. I sincerely hope with your
  office’s involvement, I can get this resolved promptly and properly. Additionally, I hope that Town
  and Country learns the value of a customer and to just do better.
  Sincerely,
  **** ********