Ed Marselle from Calgary

I purchased all the appliances for our custom built home from Trail. As part of the arrangement they were also contracted for the installation of all appliances. On Nov 9, my hoodfan (HF) came crashing down. It's dented and damaged and the impact also damaged my range. The Trail sales guy I dealt with says it can't be fixed. The fall could have injured or killed me or one of my family. Trail was given access to my home while I was at work to take the appliance down. The HF was disconnected and set down in our living room on some cardboard. When I inquired about the loss, they tell me to go through my insurance. The insurance company inspected the damage, explained the damaged HF could not be claimed, but the resulting damage to the range could be. However the damage to the range is less than the insurance deductible. It was noted during the inspection by the insurance rep that Trail did not install the HF with all the hardware that was supplied by the manufacturer. I have communicated this to Trail, but they don't respond. The earlier explanation they provided was that the HF was installed for 5 years without any complaints and was a sound installation. I have communicated with Trail customer relations. I requested the original installation report and the report when they inspected the fallen appliance recently. They refuse to provide any information and they tell me that the burden of proof that the installation was not completed correctly is on me. I spent about $26K with Trail for the original appliances and then an additional $4K when I added a water softener, second dishwasher and a bar fridge. I would advise others to stay clear of this company. They do not accept responsibility for their errors. A quality company would be working to ensure something like this doesn't happen again and would try to correct their errors. Not Trail, they don't care about their customers.

Hired for our custom home. He botched our geothermal HVAC system, installing ducting half the recommended size even though all info was provided in advance. I spent almost 2 years trying to get things fixed. Lived for a year without proper heat while he denied all wrongdoing. Home warranty repaired as best we could. Now we hear with gas. We have creaking floors on both upper levels which he tried to fix in some spots. Left carpet pulled up for 9 months.

They showed up 25 minutes late. When removing my screen window, to bring their lines through, the tech couldn't figure out how to take the screen out. he began bending the screen so i had to intervene. i put some filters across some of the vents as an interim measure as the ducts were filthy when i moved into the house. instead of taking 10 seconds to pull them out, the tech instead blasted the first one down the duct work where it inevitably became stuck. They drilled extra holes in my duct work near the furnace to blast compressed air, instead of using the existing ones. When i quizzed the tech, his response was 'the more holes the better'. then he proceeded to drill holes in spots that he could not utilize properly afterward, which seemed even more foolish. when servicing my furnace, the blower was reinstalled poorly so that the bottom cover on the furnace would not close/seal properly. I noticed it as the furnace whistled loudly once the weather turned cold and i turned it on. I could hear it from the second level, while my furnace is in the basement behind a closed door. Obviously it was quite loud. I never had this problem before they serviced it. I called and someone was supposed to return to help figure out why the furnace was whistling so loudly, but never did. I eventually adjusted things myself, which seemed to improve things a bit. Also when they re-installed caps in the duct work where the holes were drilled, some of the caps were popping out before they even left. When i asked them to tape them up, they tried to blame it on the companies that serviced the furnace in prior years stating that they must have drilled the holes too large for the caps. However I never had this problem until they serviced the furnace and I think the cause was more related to how they bent the duct work around these holes with their tools. They complained about running late because I made them put tape across the holes, but an hour earlier they were trying to sell me an extra service to clean my fireplace. How would they have had the time? They failed to leave a sticker on the furnace indicating the service date. I've asked twice if they could send one in the mail, but have received nothing in over a month. On a positive note, the ducts are a lot cleaner.