TRU-LITE GAS PRODUCTS

Long wait list, but once there the service tech was great.

All three employees (from answering the phone, to scheduling service, to making the repair) were extremely knowledgeable, helpful, and professional. Chris did such a beautiful job not just repairing but also cleaning our lights out front, they completely changed the look of our house out front!

Easy scheduling. Arrived in the early part of the time frame provided. Cleaned and repaired works like new!

The service representative was EXCELLENT!

Great. They are very nice on the phone and are able to give a price for their service. Lou told me how to measure my fireplace to make sure the logs I had were the correct size. The technician Chris showed up on time and did a great very professional job. He showed me how to easily light the logs. He set up the logs and the accessory pieces very nicely. I would give them an A+!

was on time. Did a good job. explained different things to me regarding the pilot light etc.

I paid and they didn't finish, dividers were not put in and broken lights not replced

Chris did a great job. The price is good. The schedule is good, especially right after the Harvey.

It was good. Both experiences were positive. I was very satisfied with the timing, the courtesy, the explanation, and the work itself. I think it was a little bit expensive for the work he did as well as for the part because I did check on one of the parts that they charged me. I don’t think they’re tremendously overpriced. They were good. I would use them again. I would call around and see if I could get another price point. Then call them up and see if I can negotiate a little bit better price, but I would use them, yes. They were fine.

Great. Tech took time to find the leak which was not at a connection but found that the supply hose had a small cut.

The guys were fast, clean, and personable.

Very well. The service was just what I needed.

OK, took several calls back and forth to even get scheduled. Once out, they were very nice and professional, but I felt that what I wanted to have done was unfamiliar and difficult to them. It took so long to have the work done, that by the time they were finishing up they were just ready to get out so it wasn't finished as precisely as I would like. I still need to go get some pieces to seal where some work was done. I just feel like jobs of that level should include sealing up holes and finishing all the way.

They were very friendly when scheduling and came out right away to run a natural gas connection for my grill. After the installation the grill wasn't heating properly and Ruben figured out the regulator the gas company had installed was faulty. A quick call to the gas company to fix their problem and everything was working great. Ruben was very helpful in figuring out the fix and this also fixed a few other issues I was experiencing in my house. Would highly recommend

Very well. Tru-Lite arrived as scheduled, technicians were very polite and professional, took great care to keep surrounding area clean and completed a total repair and cleaning of fireplace. Great job. Recommended Tru-lite to a neighbor who was having problem with her outside gas lights. She used Tru-Lite and told me that she was very satisfied with their work and again they fixed the problem and were very nice and polite. Very happy that they did not let me down after I recommended them,

Tru-Lite did an outstanding job on both repairs. The gas lamps burn and look better than they did brand new. Our eight year old grill now looks and works like new. It is going to be a great summer! Lonnie in the office was outstanding at setting up and coordinating the work, offering the right suggestions and planning to ensure an efficient service call. Phil and his assistant were extremely professional, courteous, and quality focused. I couldn't be more pleased with the results or the quality of the overall service experience.

The whole process was quick, and professional. Clearly care was taken to be sure installation was correct and safe. Service installer was accommodating and willing to explain details of what he was doing, the function of various parts and how to care for the product, which to me is very important particularly with gas products. Price of installation was reasonable and included in price quoted. Overall price cited above includes gas logs and gas unit which of course varies according to the design chosen. The company offers a wide range of choices and products. Annual inspection is recommended and is available at separate per visit price. Would definitely use the service again.

They provided me with the remote and it seemed to work fine last year. This year, however; I'm having to crawl inside and light the pilot light manually and turn the valve in order to turn it on and the remote doesn't seem to be working adequately. I called them and they came out to reinspect it and stated that I would need to light the pilot manually if it were turned off, but the remote should work it if the pilot light was already on. They said they cleaned the fireplace and showed me how to light the pilot, but did not show me that I needed to turn the knob to turn it on I'm unsure if they tested the remote or not. I called them and advised them that the remote was not working properly and they said they would have to charge me to another $95.00 to come back out again. I feel like they should have tested the remote and advised me how to use it and verify that everything was in working condition. I don't feel like I should be charged for another service call when these procedures should have been done on their last service call. I initially gave this company a good review last year, but frankly I am very disappointed with this years service and lack thereof. ***Edit 2/2/16 The company has still not responded to my complaint. They said they would call me in 24 hours and they have not. It has been several days and I still haven't heard back.

Initial contact was prompt. After sorting through a few details the contact person needed to speak with his tech to confirm estimate of $225 + $30 out of area fee. (Even though Katy is listed as an area they service?!). That took 3 days. We called someone else and they were out the next day and the work was done for $150. The job was already done before TRU-LITE got back to me with the confirmed estimate. High Price, slow response. Did not use.

Installation went well for the replacement grill and they hauled away our old grill. The work was well done and the grill looks and works great. I would use them again in the future.

I originally rated the provider low because of a charge for out-of-area service that I wasn't expecting, and because after having to cancel the fist time due to violent thunderstorms in the area, he never got back to me to reschedule, even after I contacted him. Yesterday, however, Chris called up to apologize for letting this slip through the cracks. He offered me a 30% discount and waived the out-of-area service charge if I still wanted my grill cleaned. I agreed and his crew came out this morning to do the job. It was done quickly and efficiently.

The grill looked clean, they did a good job on that. They knew ahead of time the model of the grill. They also knew that we wanted the ignition fixed. They didn't bring the part with them. He said that they would come back out to fix it. We have not heard back from them yet.

It was and continues to be great. Despite being a busy time of year, Tru-Lite made an extra appointment in their schedule to fix a hazardous installation done by a competitor. The technician was on time, overly polite (apologizing for their competitor's improper installation), extremely knowledgeable and did it the right way. They were also half the cost of their competitor. We've enjoyed our new fireplace pretty much every day since.

On 11/20, I was in their store and made a purchase of $1,113.89 for gas logs, accessories and install. I was told the product would be in "a week to ten days" and that someone would call me to schedule an install. After not receiving a call from anyone within that time frame, I contacted Chirs, the store manager, on Friday, 12/5, inquiring about my order and install date. He advised me he'd call me back with details later that day. He never called me back. I again called Chris on Tuesday, 12/8, and asked him about my order. He informed me at that time my order was still not in and on top of that, I'd have to pay approximately $400 extra due to a pricing error on his part. I told him I needed to think about it. As the day wore on, I felt very uncomfortable that I was being asked to pay an additional $400. On Wednesday, 12/9, I contacted Chris again and told him I'd like a refund on my purchase. He advised that refunds were typically handled via mail check and that someone from accounting (Christy?) would be calling me. As of this writing, I have not received a phone call from anyone. I have retail experience and their systems are adequate to process electronic refunds. Why they're still using a check system for a refund is ponderous at best. I did receive three rather terse emails from Chris, saying the check had already been sent (with no ETA as to when I'd receive the check) and an insincere "happy holidays". Update 12/16: I did receive the check as promised and an apologetic email from Chris. I have updated my grades.

They were professional and offered additional services for the future. I am now using them to fix a gas fireplace issue, however it was difficult to get an appointment.