Thermo Tropic Services Inc.

Poor customer service from ICP AND Thermo-Tropic

I purchased an ICP EcoTemp A/C unit, with a 10-years parts warranty, for our house in February, 2013. Last week, our A/C stopped blowing cold air, so I tried calling the installer, Thermo-Tropic from Debary, but was unable to contact them, as their phones were down. I then contacted another company that diagnosed the problem and replaced the run capacitor…a $40 part. Upon calling another qualified installer, they wanted to charge a service call and time/materials to “diagnose” the problem. I explained that the A/C was already fixed and I just wanted a replacement part for the capacitor…they still wanted to charge upwards of $200…for a $40 part.

When I finally was able to reach Thermo-Tropic, Brian became very adversarial and could not understand why I was bothering him for an issue that was already fixed and why I was hung up on a $40 part. I explained to him that I just wanted the part replaced under the 10-year parts warranty, and I would be happy to mail the defective part to him. He repeatedly asked me why I was so hung up on a $40 part, and I explained to him that I wanted to have a spare for future issues, which he said is likely to happen because capacitors go out all the time. In fact, he “carries a bunch of them in my truck because the go out so frequently”.

It is sad that I spent over $4,000 for a unit that comes with a warranty, that I am unable to use because of extremely poor customer service. ICP and Thermo-Tropic has lost a future customer, and anyone that asks me about an A/C unit…over a $40 part.