Thermosoft International Corporation

David B 

on BBB

2 years ago

My name is ***** with DB Construction Ive been in the construction business for over 25 years I ran into an issue with the heated floor. I contacted *** at the technical support he really saved the day. He was very patient and knowledgeable he got me all the items needed to repair the floor with his expertise we were able to do a fantastic repair thanks. 

tim o 

on BBB

2 years ago

My system lasted a few months, then failed.. The early calls to them were met with "we will get it resolved promptly" and a "email will follow"all complete lies, no email follow up.. They had me do various tests with devices i had to rent that confirm the wire failed . The guy on there end who said they would fix it or refund stopped answering calls.No service at all, No warranty, No response, Nothing in writing - all "no problem we will take care of it" followed by nothing.. complete lies. 

Henryk A. K 

on BBB

3 years ago

In 2011 I purchased mats for my two first-floor rooms, which are on the slab. We are happy with the product; it increased the comfort significantly during cold winter days. This year we noticed that a small section of the floor is not heated. As we were doing a small remodeling, I disassembled a section of the engineered wood floor and discovered that half of one mat was not working. I contacted Thermosoft, and after I explained the situation, they offered me a new mat as a replacement. As I live within about one hour of dri... read more

Chris M 

on BBB

4 years ago

Since leaving the previous review on 2/9/21, I was contacted by their Customer service dept. and informed that it was actually their "Tech support dept" which had dropped the ball and they in customer service were here to help. So far I've had a couple of good conversations with the head of that department and she assures me that when I get back from my vacation, the diagnostic equipment will be waiting for me. So at that point it will have been four long winter months since I contacted the tech support dept and with any luc... read more

Chris M 

on BBB

4 years ago

Terrible customer service, or should I say, NO customer service. After only two heating seasons, 3 of the mats in our dining room went out all at once. I'm a professional builder who's installed hundreds, if not thousands of square feet of floor heat, both electric and hydronic and I've never encountered such a complete failure of a company to support their product. My first call was at the end of October to their tech support dept. After a week or so of phone tag, I finally got a call back from someone. I explained my diagn... read more

Bruce B 

on BBB

6 years ago

Several of our mats stopped working while still under warranty. We’ve had two phone conversations with their Tech Dept. They assure us that we would be called back. After four weeks we didn’t hear anything. I called back and left a message and also emailed. Neither was replied to. Unsure what to do next