ComplaintsforPro Energy Solutions

• Initial Complaint

  01/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an HVAC Mini-Split system from *********** who contracted the sale to Pro Energy Solutions. This occurred in February of 2020. When the units were initially installed, they were wired incorrectly, causing the units to malfunction and the entire system to not work properly. This issue was resolved after several on site visits from technicians. Since 2021, the units have continued to not work properly (overheating the rooms beyond comfort rendering them unusable during winter). Technicians have been out to my home several times to diagnose the issue and they even replaced the board in the condenser which did not fix the issue. Since then, the company has avoided contact with me, consistently stating that they will call me back within ***** hours, and then months go by with no contact. When I reach out to them, they state they will notify the managers and someone will contact me in ***** hours. 6 times now I have contacted and been promised a phone call in return with an update on my issue but I never receive a call from them. I have written several emails to them which usually is responded to by a phone call stating they are going to reach out to carrier (the brand of the units installed), and then contact me back with an update, but again that never happens. I continue to climb the ladder of management at their company with my complaint and they continue to make the same promises and continue to ignore them. My most recent contact was with ****, a manager there, on December 19th, 2022, when he stated he was going to a meeting on Wednesday (Dec 21, 2022) and would contact me after the meeting that night with an update. It is now January 6th 2023, and I have not heard from them yet again. The customer service of this company is abysmal, and I fear that, with my warranty expiring in February of 2023, they are going to try to wait me out and claim it's not covered any longer in an attempt to get rid of me and my complaints.

  Business response

  01/09/2023

  ****, i have read your complaint and the further thing from the truth is that we are trying to wait out you complaints. We have tried numerous times to coordinate with Carrier about your issue your having. Including while i was in ******* going to the Carrier engineering and assembly plant to get help with this issue. I was on phone with engineers to get answerers right before the Holidays and Numerous engineers from Carrier told me that the fix will be resolved soon. I still have not gotten the answer today and again reached out to them. I can offer possible solution that has a great  chance of resolving the issue. Since your unit was installed a smaller less BTU version has been made to replace the one your having issue with. Let me explain that the unit is over heating and over cooling the room because of an energy efficiency bypass that save customers money at the expensive of over heating and cooling. This is designed to give 12% Percent of the excesses energy to the other rooms when only one air handler is calling for heat or ac. This room is just to small to handle the 12% overflow. We are willing to come out and down size the Heads in rooms that are affected While waiting on Carrier patch to existing control board. You can can contact me through the main office number and dialing extension 134. Most times work be early afternoon is usually Better. 

  I am sorry for the inconvenience this has caused. I look forward to helping you to the final stages of your project. 

  Thank you 

  *******************

  Pro energy Solutions

  ********************

  Customer response

  01/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  *****************

• Initial Complaint

  02/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was called to fix my hvac based on their installation and it still being under warrantee. They have now been to my hour at least 6 times since December and the keep stating that my HVAC is fixed and it never is. I am have been without a fully working heating system for over 2 months now. Today they installed ventilation piping so that's it inaccessible to reach my humidistat and they shut off the water to one HVAC stating that was the cause of my flooding in the basement and I came home from work and my basement was flooded again. I need them to fix the problem correctly. I can not even shut off the humidifier at this point as I can not reach it because they buried it behind new piping.

  Business response

  03/08/2022

  Team we resolved issue with the heat and customer has since had us back to resolve another issue with heat. Customers filter was dirty and blocked. 

  We offered To replace customer  with new steam humidifiers. Customer accepted waiting on delayed shipment of items. This case should be resolved soon. 

*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. ↩