Our experience with Trufinity on a recent Poly-B removal can be summed up by four 'D's: Deceive,…read moreDelay, Deny, Dismiss.
**Deceive:** We were quoted 3.5 days for the removal and install. When the crew arrived, Manager Sam Veach proudly stated we were in great hands and that the crew "had done hundreds of poly-b installs." However, the two technicians assigned to our project later admitted they were relatively new to Poly-B removal and had only done a "couple dozen" projects in their careers.
**Delay:** Likely due to the lack of experience, the project stretched from 3.5 days to 6 days. When we called Sam on the morning of day 4 to ask when it would finish, he expected it to wrap that day, with a potential partial 5th day for finishing touches. Instead, by the end of day 5, water remained shut off to much of our house overnight, 12 tasks remained uncompleted, and a crew member informed us that due to scheduling issues, only one person was scheduled for day 6. Worried this would stretch into a 7th day, we called Sam again to express our deep concern.
**Deny:** Sam first told us we were wrong about the single crew member scheduled for day 6, giving no context for why his employees believed that. He then claimed it was completely unrealistic to expect the job to be done in 3.5 days--despite Trufinity quoting us that exact timeframe during their initial site visit and scheduling. Sam insisted homes like ours easily take well over 4 days and that 6 days was not unusual. I called three other major plumbing companies who quoted this exact job; all stated 2-3 days is average for Kelowna homes of our complexity, with one saying they'd "never seen a Poly-B job take 6 days" and another saying 6 days is only appropriate for a mansion. Days later, another Trufinity manager admitted the project had gone well beyond normal length for this scale, directly contradicting Mr. Veach.
Credit where it's due: after our call to complain, the second technician remained assigned, and a third, highly experienced tech arrived on day 6. The team of three finished all remaining tasks by 3:00 PM that afternoon.
**Dismiss:** Throughout our conversations, our concerns were largely brushed off as "a part of the process." For a company claiming to provide "expert service with honesty and transparency," our experience was the opposite. We felt gaslit by Mr. Veach regarding the constantly shifting timeline and felt treated like just another number.
Trufinity management did listen to our concerns multiple times and attempted to make it right by offering a discount on services. While we went back and forth on fair compensation, we appreciate the gesture. However, the compensation offered does not make up for a long, drawn-out, misleading, and dismissive process that caused immense stress. As such, we caution anyone considering Trufinity's services.
