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ThermoSoft has a rating of 4.9 stars from 1,114 reviews, indicating that most customers are generally satisfied with their purchases. Reviewers satisfied with ThermoSoft most frequently mention customer service, floor heating, and sales rep. ThermoSoft ranks 2nd among Flooring sites.
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The planning of a new master bathroom in my attached barn was easy with the help of Mitch, who led me through measuring an empty space and imagining exactly where the tub, vanity, toilet and walk in shower would go so that the order would be accurate. And this always seemed to be after 8 p.m. over several days when I had time. Mitch was always available. The ordering was easy; WarmStep under our antique chestnut nail down bathroom floor, as well as ThermoTile in our walk in shower with a pebble stone floor. The easiest part of this two-year project was deciding/measuring/ordering the heat for the flooring. We've been finished since last spring. This winter, the heating beneath my bathroom and shower floors is working wonderfully. Add in my remote control heated toilet seat, and this has fast become my favorite room in the house! Thanks Thermosoft.
They did resolve the issue Our system had a failure after a few months of working. Rounds of various testing machines. Was told on the phone that they would fix it and make it right. I always asked for email confirmation - nothing. No real support just bull on the phone. For that money i had floor heat for a few months - now nothing. The wire failed The folks on the phone are basically just liars.
They did resolve the issue Our system had a failure after a few months of working. Rounds of various testing machines. Was told on the phone that they would fix it and make it right. I always asked for email confirmation - nothing. No real support just bull on the phone. For that money i had floor heat for a few months - now nothing. The wire failed
The folks on the phone are basically just liars.
Tip for consumers:
They resolved the issue
We installed Thermosoft during a kitchen remodel several years ago. We were very happy with our warm floor. This winter 3 of our 4 mats stopped working. An electrician checked it out and determined that the mats had failed and the electric current was open. I've called Thermosoft numerous times over the past month to find a solution for our mats that are under warranty. The Tech Support people haven't called back for over a month. I call in to reach them but they aren't available. Messages have not been returned.
Hi Bruce, we were able to come to a resolution. Thank you for your feedback and it's unfortunate that we weren't able to connect as readily as wanted. We will use your feedback to improve how quickly we communicate with customers like you. We are here to help you get your system working. We hope you'll revise your review now that the issue has been resolved. If you still need our help, please call (800)308-8057.
Customer service was polite and helpful and promised to exchange a product for a bought by mistake, I purchased additional products from them and then they never sent return information for the purchase they said I would be able to return. After several emails I have not gotten a response
Hi Mary, ThermoSoft prides itself on customer service so it is especially disappointing to hear this. Hopefully your issues have been resolved. If you still need help, please contact me directly at (800)308-8057 extension 49.
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Thank you for your review. Reviews like yours allow us to see where we fell short in providing support. We understand it's frustrating when a heating system does not operate as intended. We strive to make sure our customers are completely satisfied with the quality of the products and support. We sincerely apologize that your issue wasn't resolved to your satisfaction. Please give us another chance to work with you on resolving your issue. There may be some circumstances that can cause a system to fail that fall outside of our warranty. However, we do want to work with you to identify the cause of the issue and restore your heating system to working condition. Once again, we want to thank you for sharing your experience because it helps us to provide a better experience for all of our customers. Please call (847) 393-4815 or email sergey@thermosoft.com to speak directly with a member of our management team. We look forward to hearing from you.