Thermosoft travails...caveat emptor...
Well, our vastly disappointing Themosoft experience is continuing to be so. I'm afraid they're not taking the high road and honoring their warranty, and I'd advise anyone considering floor heat to look around further and not stop at Thermosoft.
After knowing everything we've been through, the multiple splice kits they've sent us, the advice we've asked, etc., they are actually trying to tell DH that they don't believe us (*or* our electrician), and that they won't refund the money we spent on their defective product until we *pull up all our tile* and send the mats back. Completely transparent scam move. :(
I won't rehearse every step of the process here, but the short version is that one mat worked from the start, another mat had to be cut and spliced a lot (electrician never found a nick--he concluded from where the splices had to be before it worked that it was a flaw inside the wire) before it worked, and then they both suddenly pooped out after having been functional, one for weeks and one for hours. It's clearly not an installation problem, it's a QA issue with the wiring itself.
The insulting accusations that their rep made to my DH today are completely beneath what I would expect from an upright company. We offered to send back the thermostat, the lead wire--everything that makes sense. He's still saying that we're trying to deceive them. Projection, perhaps? Who in their right mind would tear up a cured tile installation to get wires that would probably not survive the pulling-up in order to make a warranty claim on a product that costs less than it would cost to redo the tile? It's possible that that's precisely what they must have been bargaining on--that people would be disgusted and give up. But we're principled enough to believe that companies should stand by their warranties and do business ethically.
I'm sickened by this, and don't want anyone else to have to suffer what we have. I needed this heated floor for my health (we were ready to put it in a lot of the rest of the house if it had worked, when we change out the carpet for hardwood) so we were *really* hoping it would work out. We didn't need this to happen at all.
Unless Thermosoft suddenly discovers a customer-service spine and will stand up and do the right thing, I would really recommend g'webbers consider twice before doing business with them.
Comments (5)
kgwlisa
mahatmacat1Original Author
Related Professionals
Dover Kitchen & Bathroom Designers · Greenfield Kitchen & Bathroom Designers · Santa Barbara Kitchen & Bathroom Designers · Garden City Kitchen & Bathroom Designers · Riverton Kitchen & Bathroom Designers · Southaven Bathroom Remodelers · Norfolk Bathroom Remodelers · Hartford Bathroom Remodelers · Grand Junction Bathroom Remodelers · Indianapolis Tile and Stone Contractors · Virginia Beach Tile and Stone Contractors · Mansfield Tile and Stone Contractors · Bakersfield Tile and Stone Contractors · Hobbs Tile and Stone Contractors · Longview Tile and Stone Contractorspharaoh
bradleyj
mahatmacat1Original Author