ComplaintsforTudi Mechanical Systems Inc

• Initial Complaint

  04/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dec 15: new water heater installed Since then: Hot water is sputtering January/February we contact Tudi about the not disappearing sputtering, they refuse to send out a technician to check on their own installation without a 100$ charge. March: we get another plumber check out the system. They suggest its build up of hydrogen gas (which, as we now find out, is a known problem for this manifacturer's water heater -- Tudi should have known this is an issue). So we have currently a water heater that non only sputters (annoying) but also produces and builds up hydrogen gas within. This can easily lead to explosions (e.g. if dish washer sucks in hydrogen and electric spark lights it), possibly even bodily harm and injury. What makes it worse is that the Tudi probably knew of these issues and still intalled this. We want this hydrogen-producing water heater out of our building, and our money returned.

  Business response

  04/26/2023

  Complaint has been resolved directly with customer.

   

  ·         We installed this hot water tank in mid-December
  ·         They reached out on February 21st saying they noticed water pressure from faucets was not regular. We let them know we could come out to assess the situation and as we normally do, we quoted our trip charge. We also explained that if the pressure issues were related to our installation that it would be waived as it would fall under our 1 year labor warranty (the tank itself has a 6 year part warranty)
  ·         They pleaded that the issue was commonly associated with a faulty installation. While we understand this could have been related to the installation, we have learned that it is best practice to communicate that it could be unrelated and that there could be charges
  ·         We reiterated that the quoted charges would be waived if there was an issue with our product
  ·         Because their preferred method of communication was email, we were not able to get ahold of them for about a month
  ·         We next complaint stating that they had explosive hydrogen in the hot water tank and that we needed to remove the tank within 2 weeks
  ·         We let them know we would be out to the home at no charge to diagnose
  ·         It turned out to be that the anode rod in the tank had failed due to the incoming water. We upgraded their anode rod to aluminum at no charge.

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  WE CALLED TUDI WHEN WE WOKE UP TO A COLD HOUSE ON JAN 21,2023. THEY ADVISED USE THERE WOULD BE A 155.00 SERVICE CALL CHARGE AND A DIAGNOSTIC FEE CHARGE. WHEN ARRIVING AT THE HOUSE THE SERVICE MAN IMMEDIATELY CHECKED THE THERMOSTAT AND SAID HE ALREADY KNEW THE PROBLEM.. THE FURNACE WAS SET ON COOL INSTEAD OF HEAT. I MUST HAVE PUSHED THE WRONG BUTTON WHEN TURNING DOWN THE HEAT THE NIGHT BEFORE. THE FURNACE IMMEDIATELY CAME ON. HE THEN WENT DOWNSTAIRS AND CHECKED THE AIR FILTER AND SAW THAT IT WAS NEW. HE THEN WROTE UP A BILL AND SAID HE UNFORTUNAELY HAD TO CHARGE A MINOR DIAGNOSTIC CHARGE. THE FURNACE IS LESS THAN 2 YEARS OLD, IT HAS A 3 YEARS LABOR WARRANTY, THE PARTS ARE ALSO UNDER WARRANY. I AM NOT DISPUTING THE 155.00 SERVICE CALL CHARGE, BUT WHY SHOULD WE BE CHARGED A DIANOSTIC FEE WHEN NOTHING WAS DONE EXCEPT TURNING THE FURNACE BACK ON AFTER I SHUT THE FURNACE OFF THE NIGHT BEFORE BY MISTAKE, THE PARTS AND LABOR WERE ALL ALSO COVERED BY WARRANTY. I CALLED TUDY AND THEY SUGGESTED I PURCHASE AN EXTENDED WARRANTY AND THEY WOULD ADJUST THE CHARGE, WHICH I REFUSED.

  Business response

  01/26/2023

  We spoke again with this customer, and explained the situation and the charges in more detail.  We offered to refund the charges in question, which customer agreed to.

• Initial Complaint

  06/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Worst Service. My AC unit would not start, I called Tudi explaining it was R20/R22 Freon unit, and the issue of the AC unit not starting. At this point in time I had power to my furnace and the ability to power my fan, just not cool the house due to AC unit not working. They stated they had Freon to fill and would service my equipment. Tech arrived on time, friendly, seemed knowledgeable. However, during this "troubleshooting", the tech caused an issue with the power line from my thermostat to the furnace, leaving me unable to power my fan. Tech stated it was due to my Nest, that he's seen this before and that I simply needed a new thermostat. They stated my AC unit was indeed broken, unrepairable, but now they left with me a no working furnace and fan. I bought a new thermostat, charged it, hooked it up and.... power issue again, same as before. The tech broke something inside my house and furnace and they wont come back to fix it. I have usage data of my AC and Furnace working prior to their visit, on the day of, but the data from my furnace stops just before they leave given the issues I stated about the power they broke. All I want is for Tudi to come back to my home, repair what they broke and take their check/money for service they performed. Given I was unable to get anyone to come back out to my home, free of charge I put a hold on the check. I would love to pay them for work completed and done but they broke my unit. Both my wife and I can attest to what occurred.

  Business response

  07/05/2022

  This complaint has been resolved.  After being notified of the customer's concerns, we returned to their home at no charge.  After further analysis, it was determined that the issue was the result of faulty equipment that the homeowner had purchased and not the result of our service tech and the work that was completed.  After bringing this to the attention of the customer, we were able to get the system back to running in the same state it was when originally found.  We were in constant communication during the entire process, and they were satisfied with the result.  Thanks

  Customer response

  07/07/2022

  [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 made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  **** *****

*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. ↩