ComplaintsforTrouble Free, Inc.

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was not getting any hot water coming out of my shower. I contacted trouble free plumbing they came out Friday, March 17. The plumber **** said I needed a new cartridge he replaced the cartridge I had to work so my daughter. was with him at the time. there was a leak in the showerhead, but he told her that would stop in time. She paid him with my credit card for $374. I came home from work later that night, and my shower was dripping and he did not close the shower curtain so I had water all over my floor and also my handle was upside down. Needless to say I wasn’t too happy so I called and left a message. They told me since it was Friday they really couldn’t do anything till Monday? In the meantime I tried to take a shower, but it was lukewarm and not even comfortable to take a shower. Monday the second guy came out **** he said that I needed a whole new shower system so I asked him what that was gonna cost me and he said something like $698. I said you’re gonna charge me that on top of the $374 you already charged me and he said yes I said well that is not fair so he called his boss and his boss said that he would take $174 off of the original bill for that which still came to 525 so a total bill of $899 so I needed my shower I didn’t know what else to do so I told them fine and scheduled it to be done after he left I got to thinking and I thought I needed a second opinion so I canceled that appointment and I called another licensed plumber and he came out the next day and he took out the cartridge and said that whoever put this and left the O-rings in there and that’s why it was leaking and he said the valve was turned down low, so he turned that up. He said my shower hardware was fine and I had a good many years left on it. He charged me $120 and now my shower is fine. I feel like I was getting screwed by trouble free and I would like to have my money back. It was a simple solution to a minor problem and they did not fix it.

  

  Business response

  04/21/2023

  After receipt of the supporting documentation, the customer will be issued a refund in full to honor our satisfaction guarantee.

  Customer response

  04/24/2023

  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.

• Initial Complaint

  11/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am the Power of Attorney for the victim in this case-my mother. ******* ***********. My mother purchased a $12,000 HVAC system with Trouble Free Heating and Cooling. She also had their “gold plan”, where for a payment of $19.95 per month, Trouble Free would provide free checkups on the new system. My mother sold her home in July and moved into a nursing home. I called Trouble Free and requested they cancel the contract. On Sept. 16, they took out another payment of $19.95. I called them again on Oct. 15, after I received the bank statement indicating the withdrawal. I was told the contract could not be cancelled by phone. It had to be done in writing. I mailed out a letter that day (Oct. 15) requesting cancellation. Oct. 27-They took out another payment which I saw when I received the bank statement. I called the office. No one was available to speak to me-all employees were in a meeting until 4pm. Then they go home. I drove to their office. The meeting must have ended early because now the office manager was available. The office manager told me that the Oct. payment came out because the “order” had already gone through for the money to come out of the account on that day-Oct. 15. Then 12 days later the money was actually transferred from the account . She could not stop the transaction. I said, so you will refund her money, correct? The OFfice Manager said no, we can’t do that. CAN’T. They refuse to refund $19.95 they shouldn’t have taken from an old woman who paid 12 grand in cash for a new HVAC system. That’s my complaint. I want the Oct. payment of $19.95 refunded. They flat out REFUSE to return the money. I wasn’t even asking to refund both months. Just one. This is the most immoral type of business practice I’ve ever witnessed. I have since been to the bank and cancelled the authorization for Trouble Free. The bank was so disgusted by Trouble Free’s shoddy practice they didn’t charge the account to stop payment.

  

  Business response

  12/10/2021

  I am including a copy of ******* ***********’s Gold Membership with us that she signed on May 28, 2004.    She had $19.95 paid by bank draft monthly since she began her contract with us.  In September of 2020 she installed a new system with us and her agreement charges were suspended for one year since her maintenance is included the first year after purchasing a new system. 
  Her charges began again on September 15, 2021.  A cancellation letter was mailed to us on October 15th and was postmarked that day as well.  When the cancellation was received by us, the agreement was terminated. 
  Mrs. ************* billing occurred on the 15th of every month.  There is no way for us to cancel it after that date.

  Customer response

  12/13/2021

   I am rejecting this response because:

  1. Trouble Free states the money is withdrawn from the bank account on the 15th of the month. Bank records (previously submitted) indicate the money was not withdrawn until 10/27/21. No attempt was made by Trouble Free to stop or discontinue withdrawals according to bank records.

  2. Trouble Free made no reference to the $19.95 refund I have requested. It is obvious the contract was not wanted past Oct 15th, the day of the phone call and letter.

  3. No mention of any apology warranted for the actions of the company.

  
  

  The response is rejected as it is no different than the information they regurgitated at an earlier date.

  ***** *** *****

  
  
  
  

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