Five months, no install, full refund — Tonal couldn't install my unit and wouldn't help me find someone who could
I bought a Tonal in December 2025. The installers came out in January, said my poured-concrete garage wall wasn't flat enough to mount on, and left. That part was fine — I get they have installation requirements.
But from there, the service was awful.
I asked Tonal multiple times for referrals to contractors in the SF Bay Area who had done Tonal buildouts. Every rep told me they couldn't help. No partner list, no suggestions, no referrals. So I hired a carpenter myself and had a wood stud frame built on top of the concrete wall to make it flat. Sent photos to the install team. They rejected it because the studs didn't run all the way up to the ceiling.
The studs are anchored to a poured-concrete wall. Extending them to the drywall above does nothing structurally. When I pushed back, I got transferred between teams who all asked the same questions over and over. Engineering passed me to customer care, customer care said engineering wasn't available, and every rep gave me the same scripted answers. The final offer was to sign a liability waiver and install it myself, which I was fine with. When I asked for help finding someone qualified to do that, I got the same answer as before: we can't help.
After five months of this, I asked for a refund - they agreed to it since they never delivered and installed the unit.
If you're considering a Tonal, just know they will read off a checklist instead of engaging with your actual situation. You are on your own, and they are fine with that.