The thermastore is a very loyal to the customer business while I did have problems with my purchase I would definitely do business with them again and will. I received a replacement in days after my complaint and the tech support is like none I have ever experienced they are there to answer any questions you might have and the warrant is so reassuring! Check em out!
Great products and even better service. Alan Johnson is the best, he and another employee were very friendly and helpful in showing me how to replace the drain hose on my dehumidifier. Highly recommended products and service.
I have never dealt with a company that had any better customer service than these folks! I had had some issues but I have NEVER had a company that stood behind their products as well as they have - not to mention how quickly the problem was resolved. Thanks again Bryan!
I purchased a Therma-Stor Santa Fe Advance dehumidifier for over $1000. It was described by the dealer as a 10++ year, high end unit. It worked for a little over 2 years. I stored it when I moved. I turned it on 3-1/2 years later and it no longer worked. It doesn't dehumidify. I spoke to Thermal-Store tech service; it is out of warranty. No one locally wants to work on it. I have an expensive boat anchor. I will have to pay the landfill to take it. A 70 qt box store unit purchased for $200 delivers equivalent performance and has outlasted this unit --it is still running. Based on my experience, go get a box store unit. It will likely work just as well and long ...and when it breaks, you will only be out $200, not 6 times that.
I highly recommend this USA made in America company. The customer service and support team is second to none, top-notch company all the way. Great product and great support I will definitely be a repeat customer
Just wanted to thank Sigmund and Nick at the repair department for going out of their way to help me get my dehumidifier tuned up and running 100% again. I was not able to get to the store during normal business hours so Nick came in on his day off (Saturday) and checked my Santa Fe in. Sigmund met me the following Saturday (his day off) so I could pick up the unit . Thanks again fellows for helping me out by going the extra mile. Damon
Bryan was extremely helpful! Helped me troubleshoot and sent me a video on how to fix my issue. Thank you!
Absolute best customer service and warranties in the industry. Had 12 drymax LGR dehus that were having problems with the pumps. They paid to have them shipped down from Canada, repaired them even though the actual warranty time had elapsed they said that with the amount of hours on the units they would still fix them under warranty. I was beside myself I have never had such a good experience with warranty work.
The best customer service I have ever encountered, anywhere.
I have their Impact105 dehumidifier that started icing over less than 2 years after installing it. As instructed by the warranty documentation, I registered the unit when I purchased it, so I contacted Therma-Stor service. Their "upstanding" warranty states they will replace any unit if it has an issue within 2 years and service any unit between 2 and 6 years from purchase. They told me I needed to pull it out of my crawl, find a pallet, strap and protect the unit on the pallet, then have freight show up and haul it back to them. Then, I would have to wait 4 weeks to have the unit returned to me after they "fixed it." It is now week 4 and they just informed me (after I asked) that they haven't even looked at it yet and it will go on the service bench in 5 working days. I asked if I will have the unit back by the end of the 4th week and they said "we'll do our best"; unbelievable.
Here's the best part: Their excuse for not replacing the unit was "we do not make that unit anymore." Are you kidding me? How is that my problem? Wouldn't you replace the unit with a comparable unit; in this case, the Impact155? Nowhere in any of your warranty documentation does it state "we will honor the warranty only if we are still making the unit."
This company clearly does not honor their promises (warranty) and does not care about the customer. I am going on 1 month of no dehumidifier in my very humid (70%+) crawl.
I guess it's time to buy another brand that actually stands behind their products. Unfortunate, as the SataFe is the furthest from cheap you can find.
thermastor.com
