ComplaintsforEco Advantage Energy Advisors Inc.

• Initial Complaint

  26/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The energy advisor **** ****** from Eco Advantage Energy Advisors Inc had been working on my application for my heating system retrofit. Pre-retrofit inspection and post-retrofit inspection are required for Greener Homes program which I applied for both the grant and loan ************ ******* ********* **** did both pre-retrofit and post-retrofit for my case in July and November 2022. The issue is that he never provided the post-retrofit inspection report to me or to the program portal. **** and I communicated mostly through email. I followed up with him after the post-retrofit inspection, he told me he had been crazy busy and would get to my case soon. His last email to me was on Jan 31st, 2023. I had sent him follow up emails and phone calls since, but never got back from him. When I recieved notice that my application would expire in a few months last month, I start to follow up again, but I realize he disappeared. I contacted his organization (Eco Advantage Energy Advisors Inc) at the beginning of this month. The ***** ** told me **** is not working any more, he had my case record, but he didn't have the post-retrofit report from **** neither. ** promised to solve the problem by either get the report from **** or come to my place to redo the inspection and charge **** for it. He told me zto follow up with him on July 14th, 2023. I called on July 14th, and a few times after that, ** never answered my phone since. I was able to talk to ***** from his company on July 20th. she told me ** is on vacation, she told me she had the report for me, but later on she told me the report was not completed and she had nothing to send to me. ***** told me she would have everything ready for me and call me on July 24th. but when I called on 24th, and today. No one answerred my call. Sorry for the long story. I paid $40,000 for my heating retrofit, and I expect to have the grant and the load from this program. I can provide my email conversation with **** if needed.

  Business response

  16/08/2023

  All reports have been provided to client

  File reviewed & submitted to NRCan July 31 2023- completing all necessary work from this office.
  

  Client was rightfully upset that the advisor **** ****** did not provide the documentation in a timely manner. He had moved on to other work, without informing this office there were still outstanding files.
  

  Once client reached out to me, I doggedly spurred **** to submit the required file. Messages were left with client )within 24 hours, expect during the period of Holidays) in response to all messages received from myself.

  His call to ****, was not replied to in a timely manner, as she was attempting to obtain info from ****. This communication lapse has been dealt with.

  The communication from *** to this office was sent to an unmonitored email- which was never intended to provide to persons outside of this organization. The first communication this office received was the letter sent through ****** ****.

  We believe this complaint has been addressed & the issue considered closed.
  

   

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