ComplaintsforTrust 1 Services

• Initial Complaint

  07/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired this company To install 2 Navien 95% efficient combo boiler to my unit. It came with a 5 years warranty and 5 years annual service and the other boiler came with a 2 years and 2 service. Every year there a problem with the systems installation and an error code. I tried to call ******* and the company up for a service. He told me the system didnt come with a service. Every time there an error I told them that system is not Functioning correctly and they told me that the way the systems are. This company does not want to come fix the problem. Installed a crappy systems that kept getting an error. The installation and workmanship is no good. There no annual service for the system Since they installed them. I try to fix the issue but they keep Ignoring you. Wasted a lot of money. This company is a joke. Very unprofessional staffs member. Its not a good company to work with.

  Business response

  07/08/2024

  Arrived for no hot water on 2-year-old Navien combi boiler
  -93 degree in the house
  -thermostat not working
  -owner arrived , stated thermostat was not changed during installation
  -replaced thermostat
  -turned down heat
  -renter stated there is no hot water
  -checked, hot water still running
  -130 degrees test at kitchen sink faucet
  -no current error code, unable to detect issue with system

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Trust 1 quoted me $99 to run a diagnostic on a line for mini split unit. They charged me $199.99 however they did not provide me with anything in writing until hours after they left my home. They had me sign on an iPad but again told me it was for $99, not $199.99. Everything else they put on the invoice was added after the fact and not provided to me at the time of service.

  Business response

  06/19/2024

  We booked the call for this customer and explained on a recorded line that we have a dispatch fee for our technician to arrive on site plus a diagnostic fee if problem is not initially apparent Tech was on site reported that their Mr. cool unit that the customer installed themselves upon arrival, homeowner & I went onto the roof where unit was installed homeowner stated, they believe one of the lines installed leaked out wanted Trust1 Services to check. Customer agreed to & signed for diagnostic fee; to start checking out the system. Hooked gauges up found there was, indeed, no pressure in the line customer thought had leaked hooked it up to the other lines, which did have pressure. Presented quote to properly vacuum the line & confirm there was no leak customer did not want to go with a quote at this time and are going to install the new line themselves. Customer called in upset demanding the service fee and diagnostic fee refunded. We spent over an hour at the customers home evaluating the issue and they expected our time to be free which again was all disclosed in the initial call. Ultimately in an effort to make them happy, we refunded the entire ****** charge and they were still not satisfied.

  Customer response

  06/20/2024

  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********, as they have since contacted me and issued a refund for the charges. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hi,I would like to file a complaint against Trust 1 Services Plumbing, Heating, and Air Conditioning. On Jan 29th, 2024, I called them to come check my central unit system because it was not blowing hot in low temperature. They sent two guys over to review my system. After the inspection, the guy shared their review note with me. He told me they just need to fix the duct station and everything will be fine. He promised that the heater will start working. They commenced the work on Wednesday with the loan of five thousand plus I financed through their loan program. They did not get the heater to work but instead they told my wife we will need to call their technical team to come over and check what might be wrong with it. They said that it will cost over $200 again, and if it is a compressor that might cost us $7000 again. My wife refused to sign their paperwork. We did not ask for a duct station. We called them to repair the heater and make it work. They took an assessment and billed us based on their assessment to make the heater work.I called their office and they sent another technician on Thursday. He worked on it Thursday, still no heater. I went to their office on Friday to talk to a manager. No resolution yet.

  Business response

  02/21/2024

  We are going back to this job. The job is not complete yet. Customer has moved forward with additional work and so far is happy. Once the part has arrived and we go back out to complete the work to the customers satisfactory, he should be removing or editing this review.

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They came to my house for fixing a water back up issue from the bathroom in my basement on 5/2/2023. The estimate was $1222.65 for clearing the line and using camera to check the drain. During the time they told me I have to do a $25000 project because my pipe was completely broken, and if I do that they can make off the $1222.65. I told them let me think about it and they let me to pay $1222.65. I trust them thats why I paid them. Until 1 day later, on 5/3/2023, the other companys technician came to my house, the wonderful guy said if he cant clear the line then I dont need to pay! Also he was much cheaper the trust 1 services plus he has 90 days warranty for me. And he remove my toilet ( please notice my water back up was from shower and toilet, and Trust 1 services never remove my toilet for cleaning the line on 5/2/2023 ) , he used a snake to work for 2 hours, none stop. Then my drain was cleared! After he used camera to check, my pipe was totally fine. No broken! Dont need to be replaced! Please notice 1 day before, on 5/2/2023 when I asked trust 1 services to give me the record of camera, he said he dont even record it! Then how do they know my pipe was broken and I have to replace it? They just pretend to do some work and attempt to defraud me! I argued with them I said I could only pay them for $200, not for $1222.65 since they are not professional and they took advantage of me. They don't admit their faults and exaggerate their workload. Thats why I withdraw my check. When they call me back I told them I would pay $200 to them, I think I was too respect them already. But they refused and worked with a debt collection company. They made me headache. They are really cruel and bad people. I hope you can help me. I want to get rid of the disgusting company. Could you please let them stop the debt collection claim? Thanks a lot!

  Business response

  06/29/2023

  This woman was informed over the phone there was a $99.00 service fee for the technician to show up on site. The customer had a crack in her main and ************** spent over 3 hours on site at her property. We even took a video of the crack and showed the customer on top of attempting to clear the drain line several times. The customer said she had a "friend" who will do it cheaper. Even our service manager showed up on site with extra drain equipment to assist **************. Customer complained about the service fee on the initial call. She is comparing a large, licensed, and reputable company for a single worker who is her friend. Customer even called this man while ************** was there. This customer agreed to the price and even signed before, during, and after the work was done. We have time stamped signatures in our CRM. After the customer had a conversation with her friend (not to be confused with a licensed technician) she called us to complain about the price once we were already gone and performed the work. To help make her happy, we agreed to cut the price in half on a recorded line. The customer disagreed and said shell pay us $200 for all of our work performed and time spent. We politely declined and mentioned we would be sending this account to collections. This customer is hostile and unreasonable. If she did not agree with the price which was given long before any work started, she could have declined the work. Additionally, this price is exactly what we would charge any customer for this type of work, Please see attached invoice with signatures. 

  Customer response

  06/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

   
  

  I signed their invoice because because their manager or technician ( **** is the name they gave to me, but he told me his name is **** ) said that if I did the $16,000 to $25,000 project, he would subtract the $1222.65 off. I got caught up in his logic, whether I did the $16000-$25000 project or not, they shouldn't charged that much for the service they performed, because that fee was based on they clearing the pipe and checking with camera, neither of them were able to do. I put my trust in them and I didnt check what they write on the invoice and I signed it. Until they left I realized they were taking advantage of me.

  They said there was a crack in my pipe, and they took a video and showed it to me. Theyre lying. The manager or technician didn't show me any videos, even after he left, when I asked him to send me videos, he said he didn't record it because we couldn't see anything. I attached the screenshot of his text messages. If he couldn't see anything, how did he know there was a crack in my main drain? If there's no video, how do you prove you actually checked with a camera? Also as a formally job done, they supposed to give me a USB document which is include the video. But now, where is the video? When did they show me ever?

  They were in my house for three hours, and half the time , I didnt see theyre working. During the time I was waiting they called other guy to come over and give me a quote on another project (for outside pipe replacement which is around $8000). They said their manager had extra drain equipment that I didn't even see, and what did he do? Theyre exaggerate their workload! If theyre wasting the time and I'm paying for this, it's ridiculous.??They said I'd call a "friend" while their techs were still here, theyre lying again! I trusted them all along. I didn't call anyone when the manager or technician was on site. Until they left that I realized something was wrong because my family and friends told me that if they hadn't fixed my pipes, they shouldn't have charged me that price!
  Before they leave, the two technicians told me if I dont replace my whole pipe, I cant use water, I need to replace it ASAP, otherwise in future my house will leak badly.

  On the afternoon of May 2, the first time I called the office to complain about their price, it was because the manager did nothing to help me solve my plumbing problem. He did not even open my toilet to try to unclog the plumbing. I told them I respect their professionalism, so I can pay them half of the price (at that moment I still trust them that they said my pipe was completely broken), but the office lady replied that she could not decide the price, she would ask the manager or technician who came to my house to call me back. However, the manager or technician replied that he would not give me any discount, because they have my signature! Not half the price as they replied above!??I'm starting to think if they're deliberately not cleaning my plumbing properly so I can work on a more expensive project. It wasn't until the next day that I found another technician from the **** list website, who cleared my pipes and told me that my pipes didn't crack for sure, I confirmed that the manager or technician from Trust 1 services was indeed scamming! He asked me to do a $16,000 to $25,000 project with no proof that my pipe broke, and their manager tried to convince me to sign the paperwork immediately by saying that he could get someone to work the next morning or else I would have to wait until next week. The project involves break the tiles and concrete on the floor in my basement, replacing the plumbing altogether, and possibly even the plumbing outside my house. For such a big project, don't they need to apply for a permit? 

  Fortunately, the technician I found the next day from another company that was really honest, reputable, and really helped people solve problems, rather than a company that only defense itself. I don't accept trust 1 services sophistry.??

  I withdrew the check and received their call about a week later. At this time, I told the office lady that the day after their technician left, I asked a technician from another company to help me solve the problem. I thought they were deliberately taking advantage of me. At this time, the office lady, who had told me that she could not decide the price on 5/2/2023, suddenly said that she could give me half the price. How ridiculous. But I'm not paying any extra money for a scam company. Please look at their yelp reviews, when I wrote an review for them on yelp, I eventually saw there are a lot bad reviews from other customers for trust 1 services: unprofessional, over-inflated workload, over charge. Theyre used to doing things like that, but I'm not the person that going to pay for it.

  ??They said they are a big company, let me ask a question. If a small company ( a formally company, not any friend of me ) worked hard to unclog my plumbing and use the camera , charged me for a total of $570 with 90-day warranty. But a big companys technician pretends to do some useless work, fixes nothing, then charges for $1222.65. Does that make sense? Does it fair?

   

  ??I also have 3 videos, but I do not know why I cannot upload them:?1. 5/2/2023 trust 1 services left from my house,  my drain still doesnt work.?2. 5/3/2023 another technician from other company removed the toilet and worked hard ( trust 1 services didnt ).?3. 5/8/2023 my main drain still works wonderful, not as trust 1 services said it has to be replaced because its cracked. Actually until now it still works great. This is further evidence of their unprofessionalism and lying.

   I can provide these videos by email to you.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yueming

   

   

  Business response

  07/05/2023

  We provided a service and gave pricing up front. You agreed to the pricing which is in line with what we charge any other customer. We are licensed, background checked, reliable employees. Your received what you thought was fair from a friend. This is not a valid comparison. We performed work as we normally would and showed you a video of what we found.

  Customer response

  07/06/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  First of all, thats a completely lie. You didnt show me any videos, when you were here, I asked you to show me where is the crack part. You said I cant see anything because its all water inside. ( You supposed to drain all the water out then use the camera to check but you didnt, I know this next day from other technician who is not my friend !) .  Even after you left, I asked you to send me the video from text message. You repeat the same thing: I never recorded it because you couldnt see anything. If you guys want when youre both home I can put the camera in so you can see what I saw. Why are you still lying?

  Second, your service doesnt deserve that price. The price I agreed before, is because I think you are supposed to fix the clogged problem and use the camera. It shouldnt be attempt to do something. My fault was I signed the invoice without any review. Just because I was busy with my kids on that morning, and I did trust you are professional and reliable. However after you left, what I found, is that this is not the case by any means. 

  Third, you are lying and pretend to do some work. Because my pipe has no crack. That means you have the ability to clean my pipe by using snake as my another professional technician next day. But you didnt, you didnt drain the water, didnt show me the crack from the camera, didnt remove my toilet, just wanted me to do a $16000-$25000 project. 
  

  If you're not guilty after I complained: my another professional technician from **** List ( not my friend) fix the problem and show me no crack in my pipe. Why did you cut a half price off? 

  Dont steal concept. You have so many time to argue with your customer, and delete my review from ******* Why no to use the time to improve your skill and really help people?

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Yueming

   

   

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I acquired trust 1's services to fix a plumbing issue in my bathroom. I had a flood of about 2 inches of water surrounding my toilet and appearing to come from under the surrounding walls. My insurance company told me I had to pay to fix the leak and they would fix the damage caused from wherever the leak came from. Trust 1 told me the repair needed was the bathtub spout, the k*** that switches the water from tub to shower and the drain. They charged me 1180$ for this after which the *** to make the tub hold water didn't work. Shortly after they came and put a stopper on the drain so that the fixture they installed actually wasn't working. After the insurance company repaired the damage I had the same flood happen in my bathroom ruining my new floors and baseboards...trust 1 came out 4 times to try to properly install this simple tub setup, yet apparently 1200$ later plus damages after they did not properly diagnose the situation. As a side point the installed parts I paid 1200$ for I got quotes for 85$ for the parts. Thanks for your attention to this matter

  Business response

  04/06/2023

  We did the original work on 10/14, 10/18 ** 10/24. On 10/14 work was complete in full, but she complained hot water wasnt working so we sent a tech back out. He discovered it had nothing to do with work we performed, but she had a faulty hot water heater. She called back several days later and said she had a small leak from tub handle. We sent out tech on 10/24 he reported handle was loose so we tightened it up. We have a recorded call on 2/24/23 with her stating another company called Restore ************************************************************************************* her home and that there was a flood. The flood she got again had nothing to do with the work we performed. However, as a courtesy to her on 2/27 we sent a tech out due to her tub not holding any water so we replaced the tub drain at no charge to her. Customer admitted again that she  had a company come out to do woodwork and some restoration work.  What we charged her for the work performed is what we charge every customer who gets this work done. Attached is the  invoice. The customer approved  this work to be done prior to starting it. 

  Customer response

  04/30/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Trust 1 plumbings recall of the events was completely inaccurate. They were contracted to replace the tub fixtures. A kit which upon research for parts costed 78$ for the 1200$ I paid. I did not call back because I had no hot water, I called back because the lever that allows water to be held I tub or released did not work. I again had to call as the drain did not allow the tub to hold water again. The other company they referred to was contracted through my insurance company to replace floors and paint walls completely unrelated to my issue with trust 1. To have trust 1 come out 4 times before they could make their for tub fixtures work is unacceptable, their price was unacceptable and in replacing the tub fixtures they never replaced the internal lever which was part of the kit. Also, they did not make the drain that came with the kit work to hold water, they simply put a plug to turn to hold water in the tub. I will shortly be attaching their paperwork confirming my recall of the events and their false recall. Thanks so much.
  

  
  

  Business response

  05/08/2023

  Customers allegations are false. All of our calls are recorded and we can provide them upon request.

• Initial Complaint

  09/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered the bronze package from Trust 1 service (referred to as "they" hereafter) to replace my HV** system, including furnace, ac coil and condenser. The installation was done on Aug 30 2022 and I paid off the bill on the same day. Currently, there are two major issues:1. According to the quote (attachment "bronze_package.pdf"), the bronze package should come with a 16-seer condenser. In the email messages before today (Sept 15 2022), they claimed that the "GSX160361 ******* condensing unit" (which has a 16-seer energy efficiency) was what they installed. However, I believe what I actually received on Aug 30 2022 is a 13-seer condenser (GSX130301LC). I did not realize this until this morning when I climbed to the rooftop of my apartment and checked this out by myself (see attachments "condenser.jpg", "Energy_Guide.jpg" and "roof_view.jpg" ). As you can see, there are several condensers on the rooftop, but it is not too difficult to tell which one belongs to my apartment. Since mine is the newest one and it is the only one that is on (I turned my ** on before climbing up there). I also have a video to show this. I request a replacement. I must get what I paid for!2. I believe my furnace and ac coil are not properly connected to the vents (see ac_coil.jpg). When the ** is on, a strong cool air flow is coming out of the hole (circled by the red solid lines). I emailed them to ask if this is normal. One of their customer service representatives reached out to me and proposed using a tape to seal it. I do not think it is my responsibility to fix it since it was just installed 15 days ago! I request them to send someone else to check this out.In addition, I highly suspect that there are other parts that were not properly installed. I request them to show their permit documentations and an inspection from the ************** inspectional services to ensure that everything is properly installed, which I believe is also required by the law.

  Business response

  09/19/2022

  This is being handled between us and the customer, we have been in contact with this customer and resolving the issue.
  

  
  

  Customer response

  09/29/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

• Initial Complaint

  02/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON 01/27/2022, I called Trust1 for services on my furmace. I was sold a $200 membership by ******** who advised me it was the best plan and i was saving money. I adhered and purchased the memebership. They sent 2 techs to my house on 02/02/2020 who diagnosed the issue as a dirty filter. They didnt bring a filter for me, which after calling around, was standard practice and told me i had to go get one myself which i found odd. They proceeded to take the liberty of opening my furnace and "doing more work" without my permission and not telling me it was going to cost more. They spent about 45 mins, and after not telling me what they did, they charged me $389.00. Of course i was shocked and frustrated because i never knew or gave permission for extra work, and i was more furious that they did the work without telling me. I called the company, spoke with a gentleman, tried to explain the situation, he hung up on me. I called back and got ******** again, who advised me she was the supervisor. I explained to her the whole situation to which she took a condescending stance and told me "since i called for the service, her and her techs ASSUMED i had the money to pay which is why her techs never told me of the extra charge and did the work without my permission. i explained to her that business doesn't work like that and i should've been given the opportunity to agree or disagree to any work that would've costed me $389. to rectify the situation, she gave me a discount on the rate. On 02/07/2020, i called trust1 and ******** advised me that because she discounted my last service and how everything went, she will no longer send techs to my house and she basically is denying me service. I told her then i would like a refund for my membership since she doesn't want to honor the terms. she refused. i asked to speak to a manager, she refused. no one is calling me back and i want my $200 refund for services that were not rendered to me. All the calls are recorded for quallity.

  Business response

  02/25/2022

  Hello, so upon scheduling the first initial appointment Mr ****** was pretty aggressive per  recorded phone conversation. We go out of our way to try to help out customers as this is what we take pride in! We offer mr. ****** 3 levels of booking options, he decides to choose our service plan which includes all the benefits of a service plan as well as same day service in most cases. Our service experts arrive at Mr. ******s home find out what the issue is with his heating system as well as offer him multiple options to fix the system. Mr. ****** refuses to do any of the work quoted gets very violent with our service experts and start threatening our team. As professionals they decided to leave the home because it is a unfit place for someone trying to help. Mr. ****** after us leaving calls our office and starts yelling and getting aggressive again towards our office staff. We diagnosed a issue and provided solutions to mr. ****** which he refused. Approximately a week later mr. ****** calls back demands we come out same day he has no heat and that his toddler is cold, due to the prior engagements with mr. ****** we refused service to mr. ******. We refused service to mr. ****** because he was made one of our office staff in tears on the phone as well as tried to picks fight with our service experts for simply doing there Job. 

  Customer response

  02/25/2022

  The company has now resorted to lying. I work from home and have witnesses including tenants who can confirm these lies by the company. I also have cameras that recorded a good amount of interactions with these contractors and you can hear the demeanor of which me and these contractors were conversing and it was no where near what this company is lying and saying. The company has their calls recorded where you can hear my interactions with the company and you can see the lack of professionalism and the frustration which this company caused. Regardless of the matter, I paid 199.00 for a package that the company refused to honor and refused to give me a refund when those services was needed. Emotions don't belong in a business. I should be able to get what I paid for. If I were so violent and threatening, why did ******** REFUSE to cancel my plan that same day? She gave me a discount so I can stay with the company. Why would you continue to want to do business with someone so violent? All their calls are recorded, pull the calls. What is the purpose of recording calls? Reference those calls and you will see who is wrong. ******** ADMITTED to assuming I had the money which is why her workers decided to just do the work sans permission and gave me the bill after. That's not business, that's stealing. I've never heard a company that just does work without consulting the person paying for the work. IT'S ALL IN THE CALLS.

  Business response

  02/25/2022

  Hi *****,We want to start by saying it is highly illegals to record someone without their permission. Speaking of lying we have attached the google review that you left, it is a completely different story than you have left on this review. We also refused service at the end of this situation, we did not refund the $199.99 due to the fact that we came to you home with priority service and spend the time at your home to diagnose the problem. We also gave you a very generous discount on the first day due to how angry you were on the first visit.  We also never assumed the situation for anyone, this is why we offer upfront pricing before we go ahead with the project. We treat all of our customers the same with the highest level of service, which you did not allow us to preform.

  Customer response

  02/25/2022

  There is absolutely nothing illegal about having a security system. This is absolutely what they are for. You want to lie and say I was violent and aggressive, I have proof that the interactions between me and the gentlemen you sent to my house we absolutely peaceful. Your men left and came back bring back a filter that they didn't provide in the first place, how did that happen if I were so violent and aggressive? You were okay to send them back the same day but not days later to fix the problem they caused? My story has been consistent from day 1.. because it is the truth. Everything I am saying is backed up by your recorded calls and video and audio footage I have from my security system. I have tenants and my security system who can attest to the fact that there was no aggressive altercation between neither me or any of your guys while they were at my house. This story of aggression and violence is a conjured up tale by your emotional employees trying to save face and cover up your company's incompetence and thievery. Slander is illegal. And frankly it's quite sad to see the level a company would stoop to over 200.00. Negative reviews across the board. I will not miss an opportunity to tell any and everyone about how repulsive your business practices are. We both know what's really at play here. I don't even care about the 200.00 anymore. The money is nothing. But people are going to know about your company and what it stands for. Negative reviews travel much faster than positive ones. Trustnone services..

*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. ↩