Tom's Heating Service

8-16-2017 See my you-tube video of Tom's Heating Service furnace installation, Waukesha, WI. Copy and paste this https://www.youtube.com/edit?o=U&video_id=9SbSqffbzh4 in to google, Or search you-tube for "Tom's Heating Service Waukesha WI. by Brad Wilkins Tom himself of Tom’s Heating Service [son-in-law of founding owner and current business owner] sold me a furnace May 2016; he offered a better price and longer warranty than another company. One year later in July 2017 I discovered a latent installation defect [hidden problem] while removing furniture from my basement. Behind the furniture was mold growing about 12" up the drywall. I was unable to determine where the water came from until I remembered the furnace installation in 2016 so I went to the furnace and I found the water softener discharge hose out of the special drain cover designed to keep hoses in the basement drain under pressure. During the furnace installation Tom's Heating Service of Waukesha, WI removes hoses from the drain for furnace and water softener. Tom's Heating Service forgot to replace my water softener hose they removed during the furnace installation; they even forgot to re-install the special drain cover that holds hoses in the drain to prevent this type of accident from happening in the 1st place. When I informed Tom that his team forgot to reinsert my water softener discharge hose in to the drain and that my basement carpet and drywall has been damaged significantly due to this failure Tom voiced no concern that his crew failed to replace the water softener discharge hose in to the drain, instead Tom accused me of knocking the hose out of the drain myself to get a free basement upgrade. These drain covers are engineered to prevent hoses from accidentally getting knocked out of the drain. Tom retaliated by telling me he was now voiding my warranty because I didn't have my new furnace serviced within the 1st 12 months [which is the time I'm discovering the latent install defect]. Regarding the warranty Tom cancelled; I called Carrier and I learned that my furnace was registered timely and that parts are covered for 10 years, Carrier also shared with me that Tom insured a service contract with “Climate shield [866-538-8922]”. I called Climate Shield, they confirmed that I’m covered for 10 years labor, and I can call any other company to handle service. Tom’s attempt to intimidate me with fear of losing coverage didn’t carry much weight. Back on Tom’s issue of warranty work, I told Tom this isn't a warranty issue this is an installation defect. A water softener discharge hose inserted properly through the engineered drain cover will not knock out of the drain accidentally it needs to be pulled deliberately. I placed 3 calls to speak with Tom about this problem, Tom hung up on me the 3rd time 8-15-2017. Tom told me to file a claim on my homeowner policy I said I’m should not be responsible for paying a $1,000 deductible to cover his teams neglect. Tom would not even look at the damage to my basement. I sent Tom a link to my you-tube video 8-15-2017 so he could see for himself what happened, but he refuses to accept responsibility for the damages. Tom's installation team forgot to reinsert my water softener discharge hose through the engineered drain cover designed to hold hoses in the drain, as a result my basement would receive the discharge water during every conditioning cycle until a symptom is visible or noticeable. Over the course of one year with no warning signs of water damage [hidden from view by furniture] I had no reason to believe I had a problem developing because the discharged water would just drain back in to the basement drain naturally as the basement drain is designed to do. I'm amazed that a company as respected and established as Tom's heating Service once was would not make good on their damage to my home.