ComplaintsforRSM Heating and Air, Inc.

• Initial Complaint

  03/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  About a month ago, I was sold on a top-of-the-line Trane **** system from RSM Heating and Air, Inc. by a technician/salesman who sold me on his Trane certification credentials and the fact that he would be overseeing the installation. He seemed very trustworthy and gave me a fair price. One problem led to another and I had to wait weeks to get the system installed after the original system ordered was incompatible with the thermostats I requested. The technician who sold me on his credentials was not even there to supervise the installation as promised. Within a month of the installation, I have had numerous issues. The first night, the heat stayed on all night and it was 79 degrees in my house. I even turned the heat off and it stayed on. I changed my weekend plans for an RSM technician to come out the next day. I thought everything was fixed because temps in the house were coming down, but I later found that the heat wouldn't come back on. The original salesman/technician returned from his trip and paid me a visit two days later. After his visit, everything seemed to be working fine... for a few weeks. Now the heat is out again and I'm being told there's no one available on the weekend to come out, but that shouldn't be a big deal considering freezing temps aren't expected for another day or so. Seriously? Temps will be in the 40s tonight and there is no one to come out and help until tomorrow when I am supposed to be back at work? This is the 4th service call in less than a month since I had the **** unit installed. I was sold on lies and now I'm stuck with a high-end **** system that doesn't work. I did get a discount for some of the frustration and inconvenience, but that doesn't help when I paid $8K and got nothing for it but a huge **** unit that doesn't work. The salesman/technician who sold me the unit assured me he would take care of any issues regardless of his employment status with RSM. He has since left RSM & will not service my unit.

  Business response

  03/20/2023

  Email sent to ******************* on March 18, 2023:

  There are certainly some issues with the process that created an unusual situation for all parties involved.  As **** was transitioning out of the company, his usual attention was compromised.  He is no longer with the company so he will no longer be involved.   
  
  Despite the history, at this time, the system is continuing to perform properly since our technicians have been working through the various settings for the Nest thermostat.  We *** not be able to provide an immediate response due to our current personnel changes, but we remain committed to respond as soon as possible to resolve any problems you *** have.  
  
  We should obtain the new Trane model thermostats from our supplier toward the end of next week.  Our current plan is that once the thermostats arrive, we will install them early in the following week.  The installation of these thermostats is a lengthy process that *** take up to 4-6 hours.
  
  In the mean time, we will continue to monitor the performance of the system and ensure that it performs normally.
  
  Best Regards,
  
  ************************;
  President 
  RSM Heating and Air, Inc.

   

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