Tokay Heating & Air Conditioning Repair

I purchased my new Trane HVAC 3 years ago with Pacific Heating, who was purchased by Tokay. I called Tokay this week to have them fix my system, as it's still under warranty. The diagnosis was $89, no issue paying this since 2 year labor warranty expired and the tech I think did an excellent job. He found 2 faulty parts, each accessible behind front covers - pretty simple. Shockingly, Tokay's policy is not to honor the warranty on these types of parts - it was not worth it to go through the process through Trane. I was in shock, they bought out the company that installed my hvac, yet they did not honor my needs to have these cheap parts covered. To add insult to all of this, aside from diagnosis and the cost of two parts, I paid about $765 in "labor" for the time it took to diagnose the problem and replace those two simple parts (~1.5 hrs). I also called to voice my concerns, but instead of listening, the conversation was a debate of everything I was saying. At the end I said what's the point of me telling you what the issues are if you're going to rebut everything I say. It was a very disappointing experience, not with the tech, but with the policy and how when I called it was a debate rather than them trying to resolve the issue. She said she would tell her Supervisor, but didn't hear back . It's truly amazing how a company's policy destroys customer satisfaction. And the unwillingness to try to make a customer whole, at the cost of $60 - $80 for parts, will cost the company more in the long run.

Excellent service

Completely unprofessional. They should be ashamed of how they treat people.