Complaints

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:05/01/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  RE: Incomplete HVAC Installation by Thermo Direct On April 8, 2025, Thermo Direct installed a new HVAC system in our home. During the estimation process, the technician specifically stated that the existing pipes were "not compatible with the new refrigerant" and needed replacement. This critical work was included in our agreed-upon contract, along with the replacement of all fuses and installation of a specific thermostat model we had discussed.Since I was traveling on the installation date, I was unable to oversee the work. Upon my return a week later, I discovered several significant discrepancies:1. The original copper and PVC pipes were left in place, despite being explicitly identified as incompatible with the new system 2. Not all fuses were replaced as promised 3. The installed thermostat was different from the model we had agreed upon I have made multiple good-faith attempts to resolve these issues with Thermo Direct. While they have sent technicians twice to address the thermostat and fuse concerns, they have repeatedly failed to resolve the most critical issue - the replacement of incompatible piping that was clearly included in our agreement.Desired outcome: Complete replacement of all copper and PVC pipes as originally promised and contracted.

  

  Business Response

  Date: 05/02/2025

  Dear ********,
  Thank you for sharing your concerns and allowing us to respond. As the General Manager of Thermo Direct, I want to personally acknowledge the frustration you've experienced and assure you we are committed to resolving this quickly and thoroughly.
  Ive reviewed the details of your complaint, and I want to address each point directly:
  
  Thermostat Replacement
  We will replace the thermostat with the exact model listed in your agreement. There will be no substitutionsjust what was promised. In addition, if you would like to keep the Wi-Fi thermostat we installed at your property at no charge, that is also an option. In any event, we will come prepared with the thermostat that was outlined in the agreement, as promised.
  

  Circuit Breakers
  Despite any internal assessments, we are fully honoring the contract. Our team will ensure that both circuit breakers, as outlined in your signed agreement, have been installed.
  

  Communication Delays
  I think you are absolutely right to expect timely and respectful communication. We regret the delay and will use this experience to improve our internal responsiveness moving forward.
  
   What Happens Next
  Your scheduled appointment on Monday will include both our technician and our Installation Manager on-site. He will ensure everything is completed to your satisfaction and according to the agreement.
  To further demonstrate how seriously we take your experience, our Installation Manager will hand-deliver a $500 compensation for the piping that could not be replaced and a sincere gesture of goodwill for your frustration.  We aim to be frustration-free; in this instance, we missed the ***** For that, we sincerely apologize for any disappointment we have caused on our part.
  
  At Thermo Direct, we take pride in delivering honest, professional service. We do not wish to misrepresent ourselves or change any agreement. Our mission is to make house calls cool so our clients can relaxbut more importantly, to make them right!
  Thank you for your patience and the chance to fix this. We look forward to showing you the level of service you should have received from the beginning and continuing to show you in the future.  If there is anything I can do to further ensure your satisfaction with your new system installation and our team as your contractor, please let me know.

• Initial Complaint

  Date:02/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  I own ******************* a house in ******, **************. Thermo Direct has been performing maintenance on the **** since the unit was purchased from Thermo Direct in 2023. I called them due to an issue with the thermostat on the **** unit. The individual at Thermo Direct told me it would cost $99.00 to diagnose the problem. I agreed and paid the $99.00 the paid invoice is attached. The technician came out looked at the unit but stated it appeared to be working. The unit had the same problem a day later and I called the back and the same technician came out and looked at the thermostat again. The technician recommended the installation of condensation fitting and provided an estimate. The company requested that i pay half the amount as a deposit and I made the payment of ****** the same day January 23, 2025. The credit card payment is attached. They were supposed to return after getting the supplies. The thermostat continued to go off intermittently throughout the day. I contacted Thermo Direct several times in the following days as the unit would stop working but they never set up the appointment to return to fix the problem. I contacted ******** on January 28, 2025, they came out the same day and made the repairs to the unit within 30 minutes and it has been working fine since the repairs were made. The Bell Cow invoice is attached including a description of the work performed. The work performed was totally different than the estimate I received from Thermo Direct indicating that the solution provided would not have corrected my issue. I have contacted Thermo Direct several times to request a refund but I have been transferred to several departments and promised a return call but I have not been called as of the writing of this compliant. I am requesting a refund of the deposit of $****** as the the work was never performed.

  

  Business Response

  Date: 02/13/2025

  Dear Mr. ************ you for reaching out to us regarding your refund. We understand your concerns and want to assure you that we are committed to addressing them promptly. I would like to confirm that your refund request has been submitted, and as per our policy, refunds are typically processed within 7 to 10 business days. Although this timeframe has not yet elapsed, I have taken the initiative to expedite your request by notifying our accounting department.Please do not hesitate to reach out if you need any further assistance. Your satisfaction is our priority, and we are here to support you.

• Initial Complaint

  Date:09/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  After working with ThermoDirect to correct multiple discrepancies, I am filing a complaint in order to prevent headaches and possible safety concerns to other consumers. ThermoDirect installed a 220 outlet in my garage in order to have an energy source for my EV. When the inspector for the **************, came to inspect the electrical work, he stated there were multiple electrical code violations. In my opinion, this clearly shows that ThermoDirect should not be conducting electrical work on residential homes. They replaced 2 breakers, installed approximately 2 feet of wire and an outlet box and plug approximately 8 inches directly below the electrical panel.On another note, I recommend against using ThermoDirect to all consumers who will require an EV charger installation rebate from ************ It is my opinion they do not produce an invoice that will meet the requirements to get the *********** rebate. I have worked with them multiple times to separate the labor and parts. They installed a NEMA ***** outlet, and somehow the invoice states they installed an EV Charger. Truly disappointed with the lack of proffessionalism with this company. They should do the right thing.

  

  Business Response

  Date: 09/22/2023

  We have been working with this customer to complete his repairs. At this time all repairs have been completed and he is scheduled for his inspection. The customer has also already received updated invoices so he can submit his *********** claim. Thank you

  Customer Answer

  Date: 09/23/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:12/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  On November 30 2022 at approximately 10 or 11 am technician from Thermo Direct came to my 91 year old mom's home to fix her furnace that runs but does not cut off Technician turned furnace on which ran. Technician stated his diagnostic shows it is a bad relay switch and would replace relay and straighten up some wiring I agreed for technician to do so, but upon him doing a second diagnosis he stated it was the thermostat and wiring and that was the issue. I agreed to pay the price of $669.24 for diagnosis and wiring and thermostat replacement. When the technician finished furnace ran and cut off at 70 degrees. At approximately 3:00pm I was alerted the furnace wasn't running and called company back for a second visit. Technician came back to work on furnace, which I was told ran until approximately 2:30am the following morning. I contacted the company and asked to speak to the manager and was told he would call me back till this day no manager has contacted me except a call from the technician. Also I was told the cost of the thermostat was $350.00 via phone, but I want to return thermostat because I feel there is nothing wrong with the thermostat we have. The invoice # 78438 only shows a charge of $95.45 for diagnosis not the total amount of $669.24 which includes diagnosis, wiring and thermostat replacement.

  

  Business Response

  Date: 12/09/2022

  Hello,

  We had our service technician out on 11/30/22 due to the oil furnace kept running and would not turn off. Our technician found upon arrival the thermostat was in the off position. He cycled the system in heat multiple times and checked all heating and electrical components. He found a low voltage wiring at furnace was old and disintegrating and that the thermostat reading 3 degrees off and jumping around  2 degrees at a time. He recommended replacing the thermostat and fixing wiring. Which was approved. After the technician performed the repairs he performed a CO2 test, cycled  the system and showed the customer how to work the thermostat. At that time the system was heating properly. Please see invoice #***** which reflects the work completed and paid for. The customer did call back later that day to advise that the system was still not working. We proceeded to send out tech back out to check the system again, at no cost (see invoice# *****) . This is when he found the intermittent issue with the furnace, where it was seizing up. With older systems there can be multiple issues. That require one repair before other underlying issues can be found. This was the case with the intermittent issue (which does not happen all the time, making it harder to diagnose). Due to the age of the system we did recommend to have a project manager out to provide an estimate for a new system and that our office would reach out to schedule this the next morning. When our dispatcher spoke with a Mr ****** the next morning, he did not want to schedule the project manager out, but rather wanted more information on the service that was performed. The only way to answer the questions was to have the technician reach back out to answer his questions. Our technician had attempted to call however there was no answer. We will be more than happy to answer any further questions as well as have a project manager out to provide an estimate to replacement. In addition pictures have been included showing the old faulty wires and thermostat with the readings performed by the technician, and the wiring repair and thermostat replacement. 
  

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  In October, 2022, Thermo Direct, Inc was coming to Install new outlets, moving my stove to the other side of my kitchen and install power for a dryer and move one light in the kitchen. The first day they came to work, they knocked out the power, smoke filled the kitchen and they opened the windows to air out the room but did not disclose to me about the any issue with the power. By not telling me about knocking out the power, my refrigerator and a freezer (in a separate building but on the same power grid) lost power and therefore the food inside spoiled. I had to purchase new freezer and possibly will need to purchase a new refrigerator due to the mishandling of the work done by this company.

  

  Business Response

  Date: 11/30/2022

  This complaint is not unfounded.  I spoke with Ms. ****** and discussed that, yes, we came and installed an outlet and fixture in the Kitchen, and ensured when we left that everything was working properly.  There was no smoke other than the dust from sheetrock cutting for the repair.  Client has an old home with old wiring.   The client called and stated that her power later was not working in a room that we were Not working in.  Client called after business hours and reached the answering service.  A return call was made to the client immediately and the electrician was scheduled to return to the home.  We called the homeowner repeatedly that evening and even offered for the electrician to come to her home on Saturday.  Client later called back in and stated she was not home at the time.  When our electrician did go back into the home he determined that the power outage was actually on **** ****** side of the Electrical meter.  We informed the client that this had nothing to do with our repair and to call the Utility Company.  She agreed and called **** ******.  The Utility company came out and AGREED with our Electrician that the power outage was on their side of utility responsibility and not related to the repair we made. The utility company made the repair to correct at no charge to Ms. ******.  Unfortunately, the client believes that a repair we made in her home is related to the Utility company repair before the meter and this is not possible.  I spoke with Ms. ****** and she agreed that the Utility company did make the repair however believes it was caused by our repair.  I tried to explain that it does not work that way and the Utility company agreed.  Thermo Direct is a **** ****** contractor and completes all work by the utility companies standard.  

  Customer Answer

  Date: 02/13/2023

   
  Complaint: 18408762
  
  I am rejecting this response because: See attached.
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/24/2023

  I have attempted to speak with ****************, multiple times with no success. I apologize she had lost food and the use of her appliances. And we would be happy to send her a $50 gift card to help with the reimbursement. However this would be done because we feel bad the customer is going through this. The issue that she has been experiencing is due to an issue on the *********** side of her home. Our electricians were performing a repair in the customers home, however due to an issue on the *********** side of her home (outside), she did experience poor loss. From prior communication with ****************, we learned that *********** did come out and fixed the issue that caused the power lose and damages to her appliances, at not cost to her. Once again we hate to hear she is having issues, however they are not the result of any work we did.