Tru-Lite Gas Products

We’ve enjoyed a great relationship with this company for several years– we purchased a gas grill and Ruben did an excellent installation, as well as several years of annual maintenance. He is a complete pleasure to work with. Our last maintenance was September 2015 and since then the starter won’t light. We’ve simply forgotten to call and just light the grill manually. I just phoned and spoke with his wife who said the repair would not be covered by warranty since so much time had passed. I explained that it really wasn’t a «repair», as much as a correction to the full maintenance that I paid for. We ended the call and I felt very disappointed based on our relationship with this company over many years and how great Ruben is. She wouldn’t budge, insisting that I must pay the $ 95 fee. I suggested that we might meet in the middle considering that the grill wasn’t put back together correctly AND that I had not called immediately to report the problem. I asked if she was willing to lose a loyal customer over this and asked to speak to Ruben. She said he wasn’t available. I asked that she have him call me back and her response was that she would discuss it with him and then she tried to end the call. I again asked that she have Ruben phone me. I really hope he gets the message and wants to discuss my customer service experience. It’s a shame that something so simple couldn’t have been resolved. I’ve recommended their business to so many people over the years…
UPDATE! I just edited the review rating based on the following: Ruben just phoned and explained the reasons behind his wife’s strict adherence to policy. He is on his way over now to take a look at the grill. We agreed to meet in the middle on the service call fee. I admire his professionalism.

Needed a log set for the new fireplace. The builder had plumbed it but it wasn’t completed. Chris had all the answers to my questions. Plus, they have MANY displays for you to check out. Chris did a great job installing the logs and making it look real. He took the time to explain the start up. Thanks guys. Great prices and friendly service

Bad customer service
Waited a month for an estimate
Have to call every two days for it.
NOT recommended.

Reuben came out to my house this morning after the local company who installed my grill claimed they could not fix it. Reuben not only fixed the problem but cleaned up my grill so that it looks like new. Great service and a good price. Will use again and happy to recommend.

I am hereby removing my review of 11/​28/​2014 dealing with the company’s handling of a warranty claim and the subsequent one star rating for the following reason (s):
FOLLOWUP TODAY: January 29,2015 The owner of the company just called me, after being contacted by Unilocal.He told me that he knew instantly who had posted the above review. He gave me a heartfelt apology. He apologized for the way I had been treated, the extremely long time it had taken for him to get involved and the whole handling of the situation. He did not make any excuses he told me exactly why the situation had occurred and he told me the steps he was taking to make sure that no one else has to go through what I had to go through. He has made an offer that would be an over compensation. Because of his sincerity I am not going to accept the over compensation he offered but I told him I will accept a fair settlement. Due to scheduling issues we have agreed to get together in May and conclude a fair settlement. I am glad he called – after all he was the man that I first met 15 years ago and the reason I had done business with the firm for that period of time. I fully expect he will follow through on his word and I will report back in May or June. I withdraw my one star rating and am willing to restore my previous rating that the company held from me for fifteen years before this incident. I am glad to have seemingly reached a settlement of all issues. Yay I am a fan again!

Tru-​lite came out the Wednesday before Thanksgiving to look at my gas fire place. Ruben did a very thorough job cleaning and servicing the gas logs. I couldn’t have been more pleased with their service. I would definitely use them again and request Ruben.

Very happy with outdoor has lamp servicing and repair they did at our house. The person on the phone was very helpful and polite. Our lamps look great and the price quoted was half of what another company was going to charge. Very happy and will be using them again.

Very honest and thorough gas grill repair service. I contacted these guys because the seller of my new place left a gas grill that didn’t seem to operate properly — it was hooked up to a gas line so I was unsure I could repair it myself. The company rep, Ruben, offered a few solutions and lots of advice. Work was reasonably priced. I will DEFINITELY call these guys again if I choose to upgrade my gas grill or need repair help.