ComplaintsforIndependent Energy Services

• Initial Complaint

  19/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We hired Independent Energy to service our free standing fireplace an were recommended to replace the pilot assembly by the employee last spring spent over $1000 repairing it We didn't use the fireplace during the summer but when. We try to use it in the fall the fireplace was not working. We call independent energy to come and check it and the new technician told us that it was the same part that we had replaced less than 6 months ago. He also say there was no point to replace the part that we should buy a new one, they alo charged me for the second inspection just to tell me that the problem was the part we had just replaced. I have called multiple times and spoken with multiple people and I was told the Service manager was going to get back to me to give me a credit or a refund but it has been over 3 months of me calling and coming to the store but they have not gotten back to me. I asked to speak with the owner and I still have not heard anything. I don't know what to do at this point.

  Business response

  19/04/2022

  Hello, first a sincere apology to *** ********* and his family for not responding.  It is never our intent to dismiss or neglect customer queries or concerns. We have since reviewed all service invoices and have spoken to our Service Technicians to get a clear picture of what exactly transpired. We found that we provided service to this customer as he requested.  Invoices  were  issued as per quotes  October 22, 2020 diagnostic fee charges quoted when call-in for service was requested. July 8th 2020 charges for other service performed to disconnect and cap gas line. ( unrelated to fireplace calls for service)  January 7th 2021 customer invoiced for company to supply and install new pilot assembly, (quoted)  And lastly, October 1 2022 Diagnostic charge fireplace not working again quoted service charge for diagnostic. 

  We concluded that we charged exactly what was quoted to the customer however, we do understand the customer's disappointment with the part failling after one year (warranty is only one year for part) And,  our Techs did advise  that due to age of applicance there is no guarantee that other parts would not fail leaving the customer with yet again a unit that does not work. We always suggest other options such as replacement of the aged unit whcih we did at that time,  leaving the decision to replace parts or the unit  up  to the customer. 

  With this, there is no excuse for neglecting to return calls other than lack staff  and an abundance of work. With this, we will reimburse *** ********* for the diagnostic / service invoice dated October 1st 2022 and regret that we did not respond immediately as per Company's protocol. We regret any inconvenience caused. 

  A cheque will be sent to customer on April 20th 2022. 

  Thank you, 

   

  Customer response

  27/04/2022

  
  Complaint: ********
  
  I am rejecting this response because: We appreciate you guys getting back to us and are appreciative of the refund. When we had the technician at our place the last visit he mentioned that the only course of action for the fire place would be to replace it and the part that it's not working is the same part it was replaced by you guys. He recommended to contact the service manager to get some of the original cost of replacing the part towards purchasing a new unit. We have used you guys in the past you installed the fireplace in our main floor and we are happy with the work. We would like to continue using you in the future. Looking forward to hearing from you.
  
  Sincerely,
  
  ***** *********

  Business response

  02/05/2022

  ...On April 28th **** the owner contacted *** ********* and gave him refund for part in question. *** ********* saitisfied with outcome.

   

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