ComplaintsforTri City Insulation

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I closed on a house July 30, 2021 and was told at closing that TriCity had to come start the logs on my fireplace because they installed it. If the gas company started the logs, it would void the warranty. I have called TriCity multiple times since the beginning of August to schedule an appointment for this; every time they say I'm on a list and someone will contact me next week once they see when someone will be in the area. 2 months have gone by and no one ever contacts me for an appointment. I most recently called last week and was told the same thing. I'm on a list and someone will call next week once they see when they'll be in the area. This company has no intention of ever sending someone to start the logs on the fireplace and it's poor form to conduct business the way they do and to have a clause that the warranty will be void if they don't start the logs. The gas company offered to do it months ago, and TriCity clearly doesn't have the staffing or a competent scheduling team to get the job done. I would like help from BBB in getting someone to schedule me an appointment and to actually show up at the scheduled appointment time to start the logs. It's inappropriate for a consumer to have to babysit a company weekly for something this simple. If you have a 4 month wait period then say that at the beginning and stop wasting everyone's time.

  Business response

  12/13/2021

  Business Response /* (1000, 16, 2021/11/17) */ The complaint was received. The homeowner was told by the builder (our customer) at the walk thru that the time period for the start up could take time due to the back log of start ups already in our system. We will get the start up as quickly as we can. I have spoken to our customer Onsite Homes regarding the complaint and they stated they conveyed to the homeowner at the time the start up could take some time. thank you Tim G***** Tri City Consumer Response /* (3000, 18, 2021/11/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I've been told multiple times by the customer service representatives that I'm on the list for the next week. I'm never contacted for an appointment time and this has been ongoing since August. The back log of customers they are trying to fulfill is overwhelming for them and it is poor business practice to have the warranty void given Tricity cannot reasonably meet the needs. This response again fails to provide me with an appointment and actual visit by the company. I'm still just on the same list I've been on for 3 months. This is why schedules were created. You give people a time and you have your worker show up at said time. It's not that difficult. I also work a job where my schedule is booked out weeks in advance. I'm still able to adequately communicate this and accommodate their needs within a reasonable time frame. The process for Tricity is not effective and an exhausting experience for the consumer. It's a bad experience with them all around. Business Response /* (4000, 20, 2021/11/19) */ I would like to thank the customer for her assessment of our business. I will contact her directly today to relay to her an appointment date that will hopefully be accommodating to her. If we are unable to get a time that will work for her then I will recommend she find another company to start her fireplace up. I have spoken again with her builder Onsite Homes and was told at final walk thru the customer was made aware during this time of year our start up list can be months out. Thank you Consumer Response /* (2000, 22, 2021/11/22) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was contacted and I am scheduled to have someone come out this Wednesday. Thank you.

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