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Complaint Details
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Initial Complaint
21/02/2024
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
I had a heat pump installed from the ******* ****** ****** program. Enersolutions was tasked to perform the post installation audit. They performed it 4 months ago and I have not yet received a copy. They also were tasked to forward a copy to ******** so that they can commence the process of issuing me the govt rebate. All calls to them are unanswered and they steer us to a website which has nothing to do with my request.Business response
22/02/2024
Regarding the complaint filed by Mr. **** *. we have thoroughly investigated the matter and would like to provide you with the following response:
On February 21, 2024, our office contacted **** *. via the administrative desk to address his concerns. During this communication, we clarified that EnerSolution Inc operates independently from **** *'s contractor, ******* ***** ******* Our company specializes in energy auditing services aimed at facilitating rebate applications. We reminded **** of our initial contact with him in December 2023, following his request for a final audit through his contractor, which was scheduled for February 2024. However, he opted to proceed with his chosen auditor, who completed his first assessment.
On Feb 21, 2024 we informed **** that we have not yet received his second file from his chosen auditor, which is required for us to proceed with the processing. **** confirmed that he had communicated with his auditor recently, who assured him that the file would be sent to us sometime in March 2024. Until we receive the necessary documentation, we are unable to take further action.
We assure **** *. that once we receive his file from his auditor, we will promptly initiate the necessary steps to process his application. As of now, we cannot take any action.
Additionally, we received ****'s inquiry through our website online form on February 14th, 2024, and responded to him with the same information that was shared here on February 15th, 2024, emphasizing that he first needs to follow up with his auditor and ask him to send us the file so we will be able to process the application.
Please let us know if further information is required or if there are any additional steps we should take to address this matter effectively.
Sincerely,
Melissa A.EnerSolution Inc.
Customer response
22/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******
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Contact Information
17665 Leslie St Unit 36
Newmarket, ON L3Y 3E3
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.