Trusted Heating & Cooling Solutions — Local services in Hamburg Township

A simple inducer motor replacement by Trusted Heating and Cooling has turned into subsequent issues of unignitable burners and uncontrollable furnace by thermostat. They refused to admit their mistakes and hung up on helpless client. The following is the detail of the 3-day unsuccessful repair:

Our draft inducer motor stopped in front of our eyes Thursday night. We called Trusted Heating at Hamburg because they carry York motor. A young technician came, did an inspection, and worked on the wiring. He arrived at a diagnosis that the problem was due to our malfunctioning motor, so he replaced it with a new motor from York, which looked different from the original one. After the replacement, 4 of the 5 burners could not light up (there was never such a problem before this), so the technician replaced the ignitor, but the burner problem remained. He then cleaned the gas orifices and burners, which, again, did not help. He lastly turned the gas pressure to the maximum (from 1.9 to 3.5), which ignited the burners finally (temporarily at that time). After he left, we found that the furnace was out of control of our thermostat and kept heating. The only thing we could do was to turn off the furnace manually and call Trusted Heating again.

The following day they sent a second technician here, who checked everything only to find a jumper left in the panel/board by the previous technician when he worked on the wiring. This caused the disconnection between the thermostat and the furnace. He also turned the gas pressure from 3.5 back to 1.9 (our original setting), because the furnace was too loud. We did not blame the first technician who had carelessly left the jumper and turned the gas to the maximum, because the only thing we wanted was to have our furnace back to work.

We asked why the burners stopped working after the motor replacement, but the second technician did not tell us the reason. We asked if the new motor was not compatible with our furnace, and if there were other problems, he answered no. We also asked what to do if this happened again, he suggested us to call them, and he left.

We finally had a warm night’s sleep. However, only after this one night, all the 5 burners cannot be ignited, and thermostat has lost control of the furnace again! Seeing the same thing happening once more, we realized the old issues have not been solved at all. Besides, we worry that the jumper might not be the only mistake made by the technician. So, we called Trusted Heating as suggested by the technician. However, they insisted sending the first technician, who had made all the mistakes. Moreover, they asked to recharge us, claiming that the repair was successful, and the issues we are having now were new and unrelated to their work. We did not agree, because the jumper was left by them, and there are obviously other mistakes made, causing problems of the thermostat and burners, which worked perfectly fine before the motor replacement. They could not even justify themselves but hung up on us.

We are very unsatisfied with their work and attitude. With holidays around the corner, we have nowhere to go but stay home due to the pandemic. We are also worried about bursting pipes in the upcoming brutal weather. With all the time we spent and the money we paid Trusted Heating, we are left with a broken furnace in a freezing home. Any responsible contractor would accomplish their job, admit their mistakes, and correct them, instead of trying to cover up their mistakes and turning helpless...

Not recommended for service, outside of labor warranty.

Trusted installed a new AC unit outside, lines and coil inside in Aug 2022. August 2025, unit stopped working. As it is with AC's, right at 90F in a humid Michigan summer. Schedule an appointment online through their website Saturday, was simple and easy to use system. Monday morning the technician called at 8:30, asking if they can come by earlier. 9am instead of noon, which was appreciated. Total time technician was at our house, 50 minutes. Friendly, good to talk to. Diagnosed a broken fan motor. Charge for the service call was $139.

The part (fan motor) would be covered under warranty from the manufacturer Rheem. The labor for replacing the fan motor is not covered, labor warranty is 2 years only after install. $412 is quoted for the labor to install the fan motor. Part can be here by Thursday and be installed the same day, that is 3 days out from the service call. Brief research results in about $100...300 labor cost for a fan motor replacement under warranty, based on source in the web. Motor can be purchased for $450, will arrive the next day. Price includes tax and shipping.

I asked trusted office team why the charge would be 3x as much for swapping a motor as compared to a service call for 50min. A manager called back within 2 hours and explained how much it cost and what is all involved in running a business. From a payroll perspective, tools, vehicle fleet and so on. He also mentioned that is why most business do not make it past 10years, since they don’t charge enough for their efforts. Interesting to me that the vehicle the technician showed up had completely bold front tires. Which will be challenging to get out on a service call in the snowy Michigan winter.

No explanation why a fan motor replacement labor cost is equivalent to 150min of technician time. I am unsure if there is different rated for a service call vs time for swapping a fan motor.

I see 11 bolts and 5 wires involved in exchanging a motor for the fan. I will use another HVAC company for service and replacements...

Had this Company out to my house twice willing to pay for a solution to my duct work expanding and rubbing against the joists in my basement. The 1st visit tech suggested a canvas connector to reduce expansion. I was willing to pay for that done. Tech said he would have to reschedule for it to be done. Was decided to have them back during winter when noise is at its worse. 2nd visit, that winter, different tech said canvas wasn’t the solution. He suggested dropping duct work 1 inch from the joists. I was willing to pay for that. Tech then put about 4ft of tape around air return, unscrewed a few brackets then screwed back in. He said, let’s try this and see what happens, if the noise comes back we can reschedule. “I doubt the office will charge you for this” the tech mention more then once. The duct settled in two days and is making same noise. I bill showed up for $97 about a month later. I called and explained the situation and asked if I could schedule the duct to be lowered and have the $97 credited to that work. They denied said that charge could not be waved or credited to the lowering of the duct. I explained I felt cheated do to the fact I was willing to pay to have two different suggestions done by two different techs and the techs are the ones that couldn’t do the work the day they came to the house. The company said Sorry, we can’t wave the $97. I totally understand the charge if I was the one that decided to not pay for their solutions but it was their techs that left my house without doing the work that they felt would solve my issue. Oh, I also had to use two vacation days to stay home for these visits. Over $97, 4ft of tape, this company has lost my business for good and any recommendations to...