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Travis Industries
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2.3 9 Reviews

Travis Industries Complaints Summary

3 Resolved
6 Unresolved
Our verdict: Engaging with Travis Industries, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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Travis Industries reviews & complaints 9

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12:27 pm EDT

Travis Industries fireplace xtrordinair

I have two units in my home, and have had nothing but trouble. The larger unit, Fireplace Xtrordinair 44 DV XXL has burned out a blower every year, apparently from poor design of the two blowers in back of the heat box overheating. Each time it has cost about $700-$800 for the "dealer" to replace them. For the past year the unit has been periodically turning off spontaneously while burning, which requires me to relight the pilot 6-10 times before the unit will stay on for awhile. The local "dealer" has come out many times, first to "realign the pilot flame" twice, then to replace the thermocouple, then to replace the gas valve...to the tune of about $2500 in parts and labor, and it still doesn't work. I have tried to contact Travis to talk to an engineer who might know what they are doing, but the dealer tells me Travis will not talk to me, will just refer me to him, and that is proving true. I am about to give up and junk this system, which is the key component to heating my house, and go to some sort of central heating. The product is clearly defective, and neither the company nor the dealer knows how to fix it.

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5:51 pm EST
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Travis Industries greensmart gas insert fireplace

I wish I had done my research I purchased this! I trusted the folks at Rich's for the Home to guide me to a quality insert. I paid $3, 203 for this, plus another large figure for the installation. It died 5 years later. I called for service and that was unaffordable and they couldn't come out for a month and a half. So I hired a "Jack of all trades" to handle it. That cost me $250 I had to drive to another city to buy two new blowers for $160+. I never would have bought this if I knew that it was built to only last 5 years.

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10:07 am EDT
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Travis Industries faulty circuit board - no warranty - travis dvl gsr2 nb

We purchased a Travis DVL GSR2 NB insert and enjoyed it with no problems. The next fall we turned it on and it did not work. We were unable to get the initial authorized Travis installer/dealer out fix the insert so we called another authorized dealer on Travis's list. The insert had a faulty circuit board that was replaced. The new authorized dealer charged us $180 for the repair even-though we had only purchased the unit 11 months ago.

I'm looking at the paperwork I received when the insert was installed, it clearly states there is a 12 month warranty for parts and repair. I contacted Travis Industries and they said: "Many dealers have a service fee to perform warranty service, which is not covered by the appliance warranty. The warranty covers the labor once they are on site. "

So it appears they can call a fee by another name and charge you anyway.

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Update by LKO1
Nov 08, 2018 3:23 pm EST

When I had no luck dealing with the Dealer I appealed to Travis for assistance in resolving the issue. I provided a copy of my warranty, sales receipt, and bill from the subsequent dealer who came back to replace the failed board. Travis made no effort to contact to Dealer to resolve the issue or manage the Dealer in any way or locate an alternate Dealer to service my fireplace who would honor it's warranty. So yes, Travis shares the blame for this experience.

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Ulrichvonlich
, US
Oct 30, 2018 9:06 am EDT

I am a service manager at a fireplace store in Pennsylvania, I would say you issue is not with Travis, but with your Dealer. Travis does have a 1 year warranty, and does reimburse its dealers for parts and labor. Sounds like your complaint should be registered to your Travis Dealer and not Travis. For some reason they are trying to make a little extra money off of your warranty visit.

Is Travis Industries legit?

Our verdict: Complaints Board's thorough examination reveals Travis Industries as a legitimate entity with notable strengths. Despite a 33% resolution rate on customer complaints, which invites a closer look, Travis Industries stands out for its commitment to quality and security. Clients considering Travis Industries should delve into its customer service record to gauge compatibility with their expectations.

Travis Industries earns 96% level of Trustworthiness

Perfect Trust Endorsement: Travis Industries achives 96% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Travis Industries. The company provides a physical address, phone number, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

A long registered date for travisindustries.com can be seen as a positive aspect for Travis Industries as it indicates a commitment to maintaining the website and its domain name for a long period of time. It also suggests that the company is organized and has taken steps to secure its online presence.

The age of Travis Industries's domain suggests that they have had sufficient time to establish a reputation as a reliable source of information and services. This can provide reassurance to potential customers seeking quality products or services.

Travisindustries.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

This website offers payment methods that provide the option for customers to get their money back, which could be a positive indicator of the company's commitment to customer satisfaction.

However ComplaintsBoard has detected that:

  • Despite a high level of trust, our investigation found issues with Travis Industries's service, including poor customer service, lack of accountability, and responsibility to resolve complaints. Customers may face long wait times for responses, receive generic or unhelpful answers or no response at all. Only 33% of 0 complaints were resolved.
  • Travisindustries.com has relatively low traffic compared to other websites, it could be due to a niche focus, but could also indicate a potential lack of traffic and popularity. The travisindustries.com may offer a niche product or service that is only of interest to a smaller audience.
  • Travis Industries protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
ComplaintsBoard
C
5:53 am EDT

Travis Industries 564 HO greensmart 2 fireplace

We purchased this insert approximately 18 months ago and have already replaced the thermocouple 3 times due to its failure to ignite/allow the pilot light to remain on. It obviously seems to be a manufacturing problem and we would appreciate a resolution to this problem asap.
Thank you-
Carol Benecick

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Ulrichvonlich
, US
Oct 30, 2018 8:55 am EDT

I am a service manager at a fireplace store in Pennsylvania, I would say you issue is not with Travis, but with your Dealer. Thermocouples do not go bad that quickly, and it sounds like you have another issue. My guess is pilot not strong enough, sounds like your Fireplace Dealer is not really investigating the real issue.

ComplaintsBoard
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12:23 pm EST

Travis Industries Working for Travis Ind. is terrible

I have worked for these vermin for 17 years now. They have always played favorites and discriminated. But until this past year I have been treated ok. though out my history here they always told me what a great job I do. After changing jobs at their request they tried to take a week of my vacation pay away from me. They were not able to but the fact that they tried really hurt. This Co buys junk in china for pennies and then sells it for thousands(wonder why it doesn't work) They did strip away my Xmas bonus after finding out they could not take away my vacation pay. The nepotism here is sickening as well as how they treat hard working people. This place is all about crappy products and who you blow. Most of the managers would be flipping burgers if they didn't work here.

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12:22 pm EST

Travis Industries Poor Quality Terrible Customer Service

My wife and I purchased a Travis Industries Avalon wood pellet stove from Stoves and Stuff, in Emmaus PA, 5 years ago. We have done nothing but repair it for all 5 years. We have replaced numerous gaskets, a convection blower moter (less than a year ago), now it needs another convection blower motor and a new control panel. Once again numerous parts are failing. I have contacted the manufacturer, and as numerous other complaints by numerous other individuals state, the the service representatives (specifically one named Scott) are rude and not helpful. The store at which the product was purchased has been totally uncooperative in resolving the matter. DO NOT WASTE YOUR MONEY ON A TRAVIS INDUSTRIES PRODUCT OR BUY ANYTHING FROM STOVES AND STUFF!

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8:12 pm EST
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Travis Industries Unusable gas fireplace

We bought a new house which had a gas fireplace installed 10 years ago. It looked great but after spending time going through the burn-in procedures recommended by the manual, the fireplace gave off a metallic odor that made it impossible to run the fireplace for more than a few minutes. Everyone in the house got head aches. We have 2 or 3 different local service technicians come look at the fireplace and none could figure out how to resolve the odor. We had it tested for gas leaks and carbon monoxide or other gases and all came back negative. The odor shows up almost immediately after the fireplace starts up. We carefully looked at all the materials installed around the fireplace and nothing was found that would resolve the problem.

Contacting the company did not solve the problem and having many (6 or more) technicians from multiple companies the fireplace is still unusable. I would not recommend buying any of their fireplaces or you may get burned!

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9:49 pm EST
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The complaint has been investigated and resolved to the customer’s satisfaction.
Featured review
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Travis Industries - Fireplace Xtraordinaire

About ten years ago we had an Xtraordinaire woodburning fireplace installed in a new home we had built. It was an incredible unit and heated the entire 550 square foot home. We downsized and in late 2008 had an Xtraordinaire gas insert installed in our new home based on our prior experience with this brand. It worked reasonably well for a couple of month...

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8:30 am EST
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This review was chosen algorithmically as the most valued customer feedback.

Travis Industries - Poor quality gas fireplace

This is an attractive gas fireplace. However, before purchasing one I urge the customer to open the door at the bottom of the fireplace, remove the panel and examine the mess behind. The rat's nest of wires is something not worthy of a high school science project. Also remove the battery tray on the right side. This should convince the customer to look for...

Read full review of Travis Industries and 32 comments
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Contact Travis Industries customer service

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+1 (425) 609-2500

Website

www.travisindustries.com

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