ComplaintsforI.E.S. Indoor Energy Solutions

• Initial Complaint

  02/05/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Lack of service . several calls to correct a problem with the heat pump that they installed. We called re the furnace coming on when the temperature was above zero. They would sent someone out, Still waiting. The last contact on January20 when we had no heat .Still no response.

  

  Business response

  02/05/2022

  Hello, we are truly sorry that you feel this way. I apologize that you did not feel you received the quality of customer service we strive to achieve. We have more then one technician that does service calls and we did reach out to the technician who had your information and they said they did try to reach out but unfortunately there was no answer. We are always reachable via the office number or email and can always be escalated via both methods if you feel you are not receiving a desirable solution. If we can set you up with another technician please let me know.

  Customer response

  04/05/2022

   I am rejecting this response because:
  
  I now have the receipts for the work needed to repair our heat pump.  It was completed by another heat pump company recommended to us.  They made 2 visits . The first was to check out the pump and thermostat  that is for controlling the pump. Through the process the technician located  the problem!! there was no sensor installed on the pump. The second was to install the sensor. Certainly explains why the furnace was running while the temperature was well above zero. The total cost including tax is 287.50 +$442.75 = $730.25  Compensation from Indoor Energy is expected as soon as possible. Is this  taking of advantage  of seniors?   ***** *********

  

  Business response

  09/05/2022

  Hello, Again I am very sorry that a technician did not get back to you in a timely manner. The heat pump was installed and worked properly since 2018. This issue just arose this winter. There is two optional parts that you can install but are not needed but more an add on. If you would like to email the invoice from the company that did the work we would be more then happy to go over it with you. Your equipment is registered for a 10 year parts warranty. Any company can provide your serial numbers and the parts would be covered. I also have a copy of the certificate if you wish I could email to you. If the issue arises next winter I would recommend having a technician check your thermostat to make sure the set point is entered correctly. Unfortunately you do not have any labour warranty. Anytime we came out we did not charge you as a courtesy. 

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