Complaints

• Initial Complaint

  03/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 5/19/2021 we signed a contract to have an open loop geothermal system installed in our home by Quest Geothermal. Our contract states that there are the following warranties: standard Quest 1 year labor, manufacturer 5 years parts, 10 year compressor. We ran into problems from the very beginning of the install process. Each time we needed to contact Quest, it was EXTREMELY difficult to do so. We have never been able to speak to them live on the phone and the only responses we have received were via email or text. The install of the whole system was not completed properly. There was supposed to be a bleed line connected to the system and configured to bleed off water from the well and this has not been done. Come winter and the colder months, the downstairs 2.5 ton unit would not function properly. It locks out in stage 2 constantly. Quest has sent 2 different people (Nick 2 times and Roy once) to attempt to solve this problem. Each time, we were given a different, completely unrelated reason as to why the unit was faulting. We have a box of materials that were ordered to potential fix the problem sitting in our basement which no one has used or followed up with or answered our calls about. None of their solutions worked. The 2.5 ton unit in the basement continues to lock out and will not function. We have continued to contact Quest on a daily basis since March to no avail. Currently the water intake is leaking rusty water. This is linked to our domestic water and we are concerned that this is contaminating our drinking water. There is also a very loud banging noise when the upstairs 2 ton unit shuts off and the water flushes. This has been happening since February and we have received no response. We have left urgent messages with the owner, Stuart; the service technician, Roy; and the 800 number. We have received no response. We have detailed information of our attempts to contact. **** *** ******** ******

  Business response

  04/05/2022

  Quest Geothermal signed a contract to connect Geothermal to an open loop source that was paid for and contracted by the customer. They did offer the customer an option for a closed loop system that he declined.He elected to go with a much cheaper and unpredictable option with an open loop systems. The issues with this system are on the source side of the loop (the well) and is not the responsibility of Quest Geothermal. Quest Geothermal NH LLC is no longer in business due to complications in operating a business during Covid. We regret the complications that the customer is experiencing and would suggest that he takes his concerns up with the the parties that designed and installed the source (well) side of his installation.

  Customer response

  05/05/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  No, we do not accept the response from Quest Geothermal. We have a signed contract with them including 1 year of labor, 5 years of manufacturer parts. Our current issues all fall under these terms that Quest is not upholding to the contract. We have a leak in the intake pipe into the 2.5 ton unit ********* **** ******* **** ******** *** **** ** ***** ******** ******. This connection was made by Quest, not the source side (well team). The bleed line was set up by Gap Mountain drilling but was never connected or installed by Quest during the installation (additional pictures added now). This again falls under Quest to fix not Gap Mountain. Our third issue is with the 2 ton split unit shutting down and causing unnatural banging while the water flushes out of the unit and pipe. Again this is something Quest installed, not the outside (well team). If Quest would agree to fixing these 3 issues as stated in our contract we would be willing to close this complaint. If not we must again insist on a full refund for the entire project (incl, electric and well).
  *** **************** ***** * *** ********

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩