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:08/13/2024

  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 May 23 we inquired about our camera system not working. Trox tech sent a tech out who could not address the problem. They sent another tech out on 5/30 to see what the problem is. I spoke to the tech on 5/30 and no mention of the actual problem other than the *** was not working. He replaced the *** not mentioning there was fee. This *** was less than a year old. Trox tech originally installed the ***. We thought this was covered under warranty being no one had a conversation about a fee. On 5/31 we received an invoice for the amount listed. I reached out to the **** and she said there was water damage to the ***. We were never notified about water damage or any fee prior to this part being installed. I told them I wasnt paying this due to not being notified about the fee. We received collections notice on 08/13. The owner, ***** stated I should not have a roof leak because I won a roofing company. The location where the *** is not under the roof section. Its on the first floor with no roof above it. He takes no accountability for his teams inaction. We have used this company on several other jobs. Grants lack of compassion for past clients and inability to see where they need improvement is astonishing. We expect to be reimbursed.

  Business Response

  Date: 09/16/2024

  I would like to take this opportunity to address the concerns you have raised and provide a more detailed explanation of the situation. First, I want to clarify that I am not the owner of Trox Tech, but I am committed to addressing your concerns.

  To begin, the damage to the *** system, located on the first floor, resulted from water intrusion, which our technician identified during the service call. Unfortunately, this type of damage constitutes an external factor beyond our control and therefore voids the warranty for the affected equipment. This policy aligns with industry standards, where devices compromised by environmental factorssuch as water exposureare excluded from warranty coverage. I hope this clarifies our position on the matter.

  In terms of communication, I fully understand your expectation to be notified prior to the issuance of any charges. Upon reviewing the incident, it appears our technician did address the need for repairs onsite, though I acknowledge there may have been some lack of explicit communication regarding the associated costs. We strive for transparency in all interactions, and I appreciate your feedback on this matter. If there were any lapses in our communication process, I am committed to reviewing and rectifying them to prevent such misunderstandings in the future.

  At Trox Tech, we pride ourselves on delivering exemplary service and maintaining open lines of communication with our clients. I appreciate your feedback it's invaluable, and we take it seriously as we seek to continuously improve our services. 

   

  Grant

  Trox Tech

  Customer Answer

  Date: 09/17/2024

   
  I am rejecting this response because: This complaint is not about the extend of damage that was or was not found. It is about not being notified prior to work being performed, that it was no warranted damage. At no time did either technician review, discuss or make us aware that water damage was found. At no time prior to making repairs were we made aware there was a fee and the work performed was unwarranted by anyone from Trox tech. We were sent pictures the next day along with a bill for the *** replacement.

   

  In summary, Trox  Tech made repairs to our *** after 2 days of researching the cause of failure. After the first appointment was made a second appointment was made and then cancelled so this caused me to to be able to be present. The appointments were not fluid and awkward from past appointments that had been made with this company. The technicians or the management did not make us aware of the unwarranted charges at anytime PRIOR to making repairs. We were notified the day after they made repairs via email. 

   

  We are disappointed in this companies lack of accountability. We are repeat clients. All other transactions have been made in professional manner. This transaction has sloppy from the very start. We understand mistakes happen but to deny and not accept responsibility for inactions doesn't seem to be a **** of a good business.