ComplaintsforEnvirosmart Solution Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installation of **** system to provide cooling during the summer and heat the rest of the year. I put a request on '****' and a general contractor provided an estimate of the project. He subsequently contacted an **** contractor (subcontractor) to provide an estimate. After they performed their inspection of the task they stated that previous estimates contained units that would be inadequate and suggested bigger units, which I agreed to. The job was schedule for late July. I paid a down payment and the work started the fourth week of July and schedule for four days. It was completed in three but there was a problem in the initial charge of the system and this delayed the finishing of the job for a week. After the system was turned on it seemed to work as planned but this was for cooling and I stated that I would not pay the final installment until the system could be verified to function in both heating and cooling. Once the temparture dropped I stated that it does not product heat and this needed to be resolved. At this time there was no final inspection so I was still waiting to ensure that the job was pre-code. It was discovered that the system still had not been fully charged and there was an electrical issue that needed to resolved prior to complete inspection. This happened and I paid the final installament on September 6. As the temparture was now getting cooler I was discovering that the system would not efficient heat. I have one unit in my bedroom (15' X 19'), the other is my front room (13' x 29') each room has a separate ********** mini-split unit of different sizes (electrical output). I tried to maintain a comfortable temparture but could not get the room over 68 F degrees even running 24/7. Envirosmart Solutions (the **** contractor) came and looked at the unit and performed different test and finally stated it is performing as it is suppose to. As the fall got colder the system demonstrated that this was not an effective solution.

  

  Business response

  07/16/2024

  The system was sized using the *********** Diamond Builder" which takes all of the house details and provides the correct BTU per room to be installed.

  Envirosmart has been contacted multiple time to come and check the system which we did and the system is working per the manufacturer's specs and heat & Cool properly. 

  The homeowner might have insufficient insulation/ air draft in the house that affect the ability of the house to maintain the desired temperature.

  The system is registered for 12 year warranty from ********** and the homeowner is welcome to open a warranty claim and have another ********** diamond contractor to check out the system.

   

   

   

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired envirosmart for roof repair and attic mold remediation. They sent the same roofer twice to fix basic shingle damages on my roof. Then both the sales representative and the roofer told me the roof is beyond repair and needs replacement otherwise the water damage won't stop. While I was looking for roofing options, envirosmart tried to force me to do mold remediation without fixing the roof first, even when their own roofer said I should replace the roof. If I let them continue, mold will grow again in my attic. They don't care if my roof is still leaking and want to collect the money first. I requested a refund of my remaining deposit minus the amount I already paid for roofing, but they refused to refund.

  

  Business response

  04/15/2024

  Hello,

   

  ********** has signed on a full attic renovation work including attic clean up, mold remediation, insulation installation, minor roof leaks repairs.

  When we sent the roofer to repair the leaks he SUGGESTED to replace the roof giving the age and condition and he did perform some repairs to the best of his ability.

  Envirosmart reached out to ********** to recommend him to replace the roof and gave all of the time he needs to make his decision (if he wants to do it with us or with a different contractor), we put the entire project on hold.

  We have tried following up on the situation with ********** about every two weeks and we kept getting "I am not ready yet and have not made any decision".

  Envirosmart is not pushing ********** to proceed with the mold remediation but he has a contract signed for getting the attic work done other the roof replacement with Envirosmart. Our contract mentions that the deposit is non-refundable as we allocate time on the schedule, materials, equipment and operational cost for the project. (Our roofers has been there multiple times to perform work and inspections).

  Envirosmart offers ********** an extension of the project timeline in 60 days from this day to re-initiate the work on the signed contract.

   

  We are open for more options to remediate the situation moving forward (deposit is non-refundable).

   

  Thank you

  Customer response

  04/15/2024

   
  Complaint: 21480133
  
  I am rejecting this response because:
  

  As the messages from the screenshots I provided suggest, Envirosmart clearly informed me a roof replacement is necessary otherwise water damage cannot be stopped. They are asking me to do more work before they can proceed with the rest of the project. When they realized it takes time they started saying fixing the roof is not necessary and sent an email trying to force me to start the work without fixing the roof, which is also clearly mentioned in the email they sent to me. This is an irresponsible behavior and it clearly indicates that Envirosmart only wants to collect money and has no interest in solving the water damage which will lead to long-term mold growth that their one-time remediation will not fix.

  Envirosmart cannot force the work to be done by a certain date as it is not stated in the contract.

  Sincerely,
  
  *****************

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had insulation installed in September 2022 by Envirosmart Solution. Our contract was for "Install new insulation using R-30 16" ***** with twine supports". We found instead metal hangers were used for installation. Significant portions of the insulation had fallen down due to this when we inspected crawl space in March 2024. Thus the insulation was NOT installed as stated in the contract. We contacted the business soon after we learned of this on March 7. On March 8 after hearing no response and reaching out to them again we were advised to send an e-mail with our photo of the crawlspace and original invoice. We promptly did so. We did not receive any response from the Business as of March 12 other than the owner calling without having reviewed the e-mail sent to them and having no clue what the complaint was about and being extremely rude. He was to call back after reviewing the e-mail but has not called back.

  

  Business response

  03/12/2024

  Immediate Action and Resolution Plan for Your Crawl Space Insulation Concern
  
  
  Dear ****** and *******************,
  
  
  I hope this message finds you well. Thank you for bringing your concerns regarding the crawl space insulation installed at your property to our attention. We have carefully reviewed your email, including the attached invoice and the photograph illustrating the issue with the insulation support method utilized during the installation in September 2022.
  
  
  Firstly, allow me to extend our sincerest apologies for any inconvenience this situation may have caused. At Envirosmart Solution, we take immense pride in the quality of our work and the satisfaction of our customers. It has come to our attention that there was a discrepancy in the installation process, specifically concerning the support product used for the insulation. Instead of the twine supports specified in our contract, metal hangers were mistakenly employed by our installer, who misread the work order. Please rest assured, this was an unintentional oversight, and both support methods comply with ****************** building codes.
  
  
  We understand the significance of adhering to the specific terms outlined in our agreements and stand firmly behind the workmanship warranty provided in our contract. As specified, Envirosmart Solution offers a 5-year workmanship limited warranty on labor performed, contingent upon the full payment for the services rendered.
  
  
  Upon receiving your communication on Thursday, 03/07, and subsequently the photograph detailing the damages on Saturday, 03/09, we have taken immediate steps to address and rectify the issue. Although our management team does not operate over weekends, we prioritized reviewing your case first thing on Monday, 03/11, and have formulated a plan to ensure a swift and satisfactory resolution.
  
  
  As an expression of our commitment to excellence and good will, despite the damages attributed to rodent activitywhich are not typically covered under our workmanship warrantywe are prepared to take the following corrective actions at no additional cost to you:
  Immediate redeployment of our team to your property to repair the damaged insulation.
  Comprehensive reinstallation of the crawl space insulation supports using twine, as originally agreed upon in our contract.
  
  
  Our goal is to not only meet but exceed your expectations, ensuring that the final outcome aligns perfectly with the terms of our agreement and your satisfaction. We propose to schedule this corrective work at your earliest convenience to minimize any further inconvenience.
  
  
  Please let us know a suitable time for our team to commence the remedial actions or if there are any additional concerns you wish to discuss. We are dedicated to resolving this matter efficiently and to your complete satisfaction.
  
  
  Thank you for your understanding and for providing us the opportunity to correct this oversight. 
  We value your trust in Envirosmart Solution and look forward to restoring your confidence in our services.
  
  
  
  
  
  
  Warmest regards,
  
  
  ***********************
  Owner
  Envirosmart Solution
  ************
  ******************************

• Initial Complaint

  12/22/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract with Envirosmart to install two heat pumps and 4 mini-split units in house and ADU. Installation was completed 5/10/2023. At time installation completed, advised the wrong mini-splits units were installed. There was no response. The units make noises and have not worked properly. In October when heating was required, there was no heat. Could not get response from Envirosmart, so contact another ********** contractor to obtain an estimate to fix the system. December 1, 2023 letter sent Certified mail to Envirosmart requesting they make remedies. Provided the repair estimate from *******. December 8, 2023 Envirosmart technician performed leak check and determined no nitrogen gas present in the system. Stated vandalism is cause and not covered under warranty. I advised is covered as it is faulty installation, not vandalism. Received invoice $815.00 for the gas. I advised several times, it is covered under the installation warranty, the responsibility of Envirosmart. I have attempted to discuss the installation of incorrect mini-splits (4 units), and have had no response. I want either the replacement of the mini-splits or $14,100 to covered the cost for another contactor to complete the installation of the correct units, per document attached.

  

  Business response

  12/24/2023

  Envirosmart Installed the entire system that was contracted at the very first time and installed everything correctly, ENTIRE SYSTEM PASSED MECHANICAL AND ELECTRICAL INSPECTION BY THE CITY & L&I.

  Customer called to complain about a noise from one of the units, we sent out our best technician and he found nothing is wrong with the unit and heard no noises.

  Customer called to complain that she want us to install a Nest thermostat to her minis split system (which was never contracted to do so), we explained the customer that we are not able to due to ********** does not recommend to do so and we are simply not interested on getting into this. (again, it was never part of the install contract).

  The system worked perfectly fine for the customer from the date of installation (05/2023) until 12/2023 when we got her letter along with an estimate from another contractor to replace the entire system (with no legitimate reason to do so but just claiming "the wrong system was installed).

  We sent ************** back out there to try and find any issue or what exactly is going on and that's what we found:
  

  When Envirosmart solution arrived at the property on 12/08/2023 the system was in the off position..
  Customer stated that the system never worked properly once it was installed.
  
  Had customer turn the unit on then proceeded to checking the system for proper operation..
  The system was found with 14 psi of R410 a refrigerant..
  Completed a leak check in the system with a leak detector..
  Also pressurized the system with nitrogen to try and verify where the system is leaking from.
  Also inspected system for possible signs of leak or oil traces none was found ..
  System stated pressurized for 1 1/2 hours with no signs of leaks
  
  Not sure how the refrigerant came out of the system but the system is not showing signs of leaks. Suspected vandalism/ someone professionally took the refrigerant out of the unit..
  Also customer had another come looking at the system and stated that they touched it so not sure exactly what they did but it can void the labor & system warranty per Envirosmart and ********** contracts.
  
  Once system was showing no signs of leak I decided to put the system on a vacuum to below 500 microns..
  System came down to 415.
  Once that was checked, let the system sit for 20 more minutes to make sure my microns are good..
  
  Charged system up with 5 Lbs of R410A refrigerant.
  
  Then checked the system to make sure its operating properly
  System is operating properly at this time ********** the space with 113 degrees coming out..

   

  We explained the customer that someone professionally took the entire refrigerant out of the unit (either as a vandalism or the technician from the other company to try and sell her a whole new system).

  The fact that someone else opened and touched the system, VOIDS THE WARRANTY from Envirosmart on the installation right away as it is worded in our contract. She also took a risk that ********** will void her entire manufacturer's warranty if Envirosmart will report it to **********.

  We sent her an invoice for the new full system charge of refrigerant that ************** had to put in. It would have been under the install warranty if it was a leak or something related to our install but not if someone stole it or evacuated it in purpose (as it has been professionally done, with proper tools and pump).

  Envirosmart is willing to cancel the recent invoice for the refrigerant charge ($814.56) as an act of good will and to be done with the matter, NO REFUND WILL BE MADE FOR THE SYSTEM INSTALL.

   

  If the customer agrees to the offer, we will process the cancelation of the invoice and will send her a notifying email.

   

  Thank you

  Customer response

  01/01/2024

  My response is as follows ---

  Customer agrees to reversal of invoice for $814.56.
  
  The ************* ************ warranty is not void, as it does allow any ********** Diamond Contactor to complete an inspection of the system and perform warranty services as needed.   
  
  In early October 2023, the interior unit mode was changed to heat.  When the exterior temperature is below 40 degrees, the units make a loud noise, similar to compressed air being released for about 60 seconds every 12 to 15 minutes. The noise is loud enough to wake a person from a sound sleep. 
  
  Since I had been told by Envirosmart the noises were part of normal operation, I decided to contact ********** direct.  They advised the noises were not normal, were the result of either faulty original installation and/or faulty equipment. They recommended that I contact another Diamond Contractor to complete an inspection and provide possible solution. They confirmed that ******* was an authorized contractor.  
  
  In early November ******* was contacted for the inspection and they provides an estimate.  They determined that the possible cause of lack of heat and the noises, were due lack of nitrogen gas in the piping.   The lack of nitrogen might have caused damage to the mini-splits.  The answer is to check the whole system and install the model that does complete the defrost cycle without compression noise.  
  
  I have contact Envirosmart for appointment regarding solution for noise during defrost cycle and have received no response. 
  
  As for the other issues listed in Envirosmarts response, since are not part of this complaint, they will be addressed separately.    

  Thank you

  ***************************; ************

  

  Business response

  01/26/2024

  Envirosmart agrees to reverse the invoice of $814.56 out of a good will.

  There is no ************ in an heat pump system or any HVAC system, the gas in it is a refrigerant. Our technicians checked the system multiple times and confirmed that there is not leaks on the lines and the system holds vacuum has it should. we did notice that the refrigerant was pulled out professionally from the system after we installed it and we suspect it to be done by *******'s technician. we filled up the system again with the correct amount of refrigerant recommended by ********** and tested it for proper operation. The system was operating good before we left.

  The system that was installed at the customer's house is *************** which is an "Hyper Heat" model and is designed to work in a cold weather and at 100% capacity at 5 degrees Fahrenheit, there is no need to replace any equipment as this is the top tier model, anything else will be downgrading the equipment.

  Attached is a photo of the actual wall plate sticker on ********'s unit with it's model and serial number proving we installed the correct equipment.

  ******* offering to replace the indoor units is literally just for making money as the indoor units has nothing to do with the heat pump operation (in cold or normal climate) or with the noise.

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/9/23 Envirosmart came. I changed my mind from clean air ************* line to include deep clean the blower motor components, clean return duct, sanitize & deodorize HVAC system. This cost me $1,111.81. The lead tech "****" stated that this come with the warranty. If anything goes wrong, they will fix or replace it under the warranty. He also stated that my motor blower will run at least another 5 years even without cleaning; However, with cleaning it will last longer. That is the reason why I change my mind and to include in deep cleaning. By the time night come, my house was steamed up to 80ish. We called and talked with **** when this happened. 11/15 tech come. DX: wiring was wrong by the previous team when reassemble the motor blower after cleaning. rewiring according to the back panel diagram of furnace. 11/15 furnace not working. off>>on. Envirosmart tech dx: gas vale is the problem. 11/17 furnace is dead. enviroSmart tech advice change the thermostat battery. 11/18 called Envirosmart- furnace had been dead. 11/19 Envirosmart tech dx: Thermostat is not the problem ( after testing by putting in the brand new one). suggest: refund & deep discount on new furnace ( they are the one who broke my working system after all), offer to lend us personal heat spacers while we work things out bc the house is too cold. NOTHING. NO quote, NO personal spacer, no call from Envirosmart. 11/22 Envirosmart tech " ***** came. DX: motor blower is the problem. Will order parts and come to fix on 11/24 if part arrive. turn furnace off.UP TO NOW 12/19 No call back on the part ordered. but phone calls and emails on whether we want to replace the furnace. Quote me $6,000 for the new furnace. Refund me $500 ( out of $1,111.81 that they previously charged me for the cleaning service). We are starting from spending $1,111.81 to clean a working furnace, to a cold house, and spending another $6,000 to replace something that Envirosmart broke. Warranty? NO

  

  Business response

  12/24/2023

  Hello,

   

  We disagree with ***'s claims, Envirosmart went above and beyond to help her with her furnace situation.

  We did go out there to clean the air ducts and offered her to clean the furnace as well for an additional cost, which she agreed for.

  We clean the furnace and everything was working before we left the house as we follow our protocol of checking all systems for proper operation before leaving the customer's house.

  After a couple of days, *** reached out to us and stated the her furnace is not working so we sent a technician out there right away without charging her for any diagnostic fees. ************** found that the circuit board and maybe the blower motor are not working properly and sometime they will turn on and sometime not (board issue).

  We communicated it to *** and offered her a huge discount for replacing those parts OR a huge discount on replacing the entire furnace as it is a very old one and might not be worth the repairs.

  *** refused to either option and wanted us to replace everything for free which we could not authorize.

  After multiple phone calls with *** discussing the situation and trying to do everything we can from our side, she agreed that we will refund her for the furnace cleaning portion on the invoice which was $399 + Tax. I offered to refuNd her $500 which is 50% of the entire invoice and she seemed happy and told me "Okay, Please send me the refund check". We sent her the refund check and she cashed it after a couple of days.

  We never heard from *** after the refund has been processed. Our office reached out to follow up with her if she is interested in replacing the furnace for the COST price we gave her (no profit margins added!), *** said she does not want to work with our company anymore which we respect her decision and did not call her since. 

  Couple of days later, we get this complaint on BBB...

  Envirosmart feels like we did everything possible to help the customer and we refunded her more money than she paid for the furnace work. Therefore, we will not be refunding the full invoice amount which includes a lot of work that is not related to the furnace work at all. As a courtesy, we are willing to provide her with an extra $150 refund as the last action.

  If she approves, we will process it within  48 hours after receiving the approval.

   

  Thank you

  Customer response

  01/16/2024

  I didn't log into my BBB profile regarding  this complaint.  Now I just find out that it is closed because I didn't respond to the business.  Please reopen the case.  

  For the record, my furnace worked perfectly fine until EnviroSmart cleaned it.  They must have done something wrong to my furnace to have it stopped working.  Second, I called the company and the lead technician who did the cleaning to inform them that my furnace didn't work properly just a few hours after they left my residence.  So the problem arises as soon as they were done cleaning the system, not a few days after.  Third, the company never send me a " DEEP DISCOUNT" quote for replacing the parts.  They sent some technician over to take measurement, BUT never send me a quote and I never get a phone call when the part that they ORDERED have arrived to be replaced.  Many phone calls to check if I want to replace with a new furnace though.  Fourth, the quote that they gave me is not a DISCOUNT quote.  I got the same quote from another company for a better brand and they can complete everything in one day whereas it takes EnviroSmart 2 days to complete the same task.  

  I want EnviroSmart to compensate for the unnecessary cost of my time, my convenience, the extra financial burden on my family that EnviroSmart put my family through.

  Customer response

  01/18/2024

  Eventhough, I am dissatisfied with what the business claim to do,  I approved $150 refund from EnviroSmart.  

  Please proceed.

  Customer response

  01/23/2024

  please re-open this case...issue has not been resolved yet.  

  I have not see EnviroSmart respond to my acceptance of the issue.

  

  Business response

  02/14/2024

  Hello,

  We have not seen you acceptance to the $150 refund until this message.

  We will go ahead and send the refund check in the mail today,Please allow it 3-7 business days to arrive.

   

  Thank you

  Customer response

  02/24/2024

  On 2/14/2024 EnviroSmart stated that they will send us the check for $150.  As of today 2/24, we still have not receive such check as promise.  Please advise

  

  Business response

  02/27/2024

  Refund Check has been sent and shown delivered on tracking number with ****

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Called the company and made an appointment to come out and inspect my furnace. I was told it would be $199.00 - however if there was any repairs and I used them to do the repair I would not be charged the $199.00. When I called to schedule I also informed them that I had a heat pump outside that I wanted inspected as well. No mention of a double cost of $199.00 - however I was charged twice for them to come out and he called it maintenance. I was never told this The guy that came out told me that he needed to replace a voltage regulator and showed me the part. He said it would cost $300.00 He said it was at the end of its life so its best to do it now while he was there. He also stated that he needed to clean the fan and that would cost me $650.00. When he went outside to "inspect" the heat pump, he brought in the same part as the one he pulled from inside and said I needed one out there as well but it would be $350.00! He said if it goes out then your furnace will not work. He talked in circles when I wanted to find out about the total cost. He proceeded to tell me that he will make me a good deal if I don't tell the office and he will give me one of the "voltage regulators" for $450.00 instead and only put 1 was replaced. Turns out that the so called "voltage regulator" which I took a picture of when he showed me is a Capacitator- NOT a voltage regulator. Capacitators run roughly $20.00 and I have found out now that they are very simple to install - which he said was a difficult process. So after I receive the bill later in the day by some other person that supposibly works there, I questioned the pricing. I got a call from the guy that came out and he again talked in circles. He also told me that it was illegal to give me the parts he replaced because its an environmental thing???I have since found out that those two items that I was charged for- never happened. He put the same ones back in. He is a liar and theive

  

  Business response

  12/18/2023

  Hello,

   

  I have called ***** the day this complain was put online and communicated with her over the phone for over 30 minutes explaining her we always take care of our customers and that we do not wish to charge anything we do not deserve for work we did not complete.

  I offered ***** to discount the blower cleaning to the "competitor's company price" which she claimed to be $130-$150, charge her for the indoor and outdoor units maintenance ($199x 2 = $398) and remove completely the charge for the x2 voltage regulator replacement we performed as she claimed "we did not replace them and it's still her old parts" IF she send me a photo showing those parts which I can easily recognize if it's ours or the existing from her system as she claims or we indeed replace them. (BTW, I offered to discount the replacement of the x2 voltage regulators in 50% even if she is wrong and we did in fact replaced the parts, totally trying to go her way here).

  To this day (over a week later, i did not get any email/ text/ phone number or any photos showing the parts she claimed her son told her we did not replace), I tried calling her 4 different times, I left her Voicemails and sent her a text mentioning it's me and that I am following up on out previous conversation so I can process the correct amount in refund for her and get this matter resolved.

  I did not get any response from ***** as of right now.

   

  I am still and always available at my cell ************ and through any of the company emails.

   

  Thank you

  Customer response

  12/20/2023

  I did speak with the "owner" of the Envirosmart Solutions.  

  As far as him reaching out again via phone, text message -  he called one time and left no message - no text message.  I was unable to take the call at that time.  I did call the number on my invoice and left a message.  

  I explained to him that the "voltage regulator" is actually a capacitor which costs approximately $20.00.  I asked why if he is claiming 2 were replaced, why does my invoice say 1?  I then explained to him what his tech had told me - not to mention it to the company and he will give me a really good discount.  I told the owner is it his practice to charge someone ****% for a $20.00 part?  He proceeded to tell me that he has trucks to pay for and insurance and rent etc.   I do not have a son - so I am not sure where that came from.  I said I had a brother in law that is a maintence guy who looked at the part and said it looks different that the picture that I took - but it does not look new my any means.  

  I did do some research on the cleaning of the blower and yes it does run approx $130-150.00 - I asked him why was I charged $650.00  

  I then asked him why am I being charged a "maintenance fee" -  I clearly have a message from his office stating I wanted someone to look at my furnace and see if there are issues -  this is a ****************** call.  I was also told that if repairs were found they would waive the fee for the Diagnostic fee.     The owner then asked me if the tech told me he was doing a "maintence call" and I said no he said nothing about that - The owner said he should have told me that!

  As far as getting pictures of the Capacitator -  There is no way to tell if the part that was installed was new - it does not look like the part they took out so how am I to know that its just one that was recycled on his truck.  He said he replaced 2 of them and my invoice clearly states 1!  

  The owner asked me what I feel is fair to pay -  I told him $130.00 for the blower cleaning - removal of the 2 Maintence charges @ $199.99 each and a fair price for the part he may have replaced with a new one- I feel extremely ripped off at a mark up of ****%  -  And as I stated, there is only 1 item listed on my invoice - which tells me something shady happened -  hes telling me I received 2 -  Things get really muddy when you are trying to confuse the customers and not include what you actually did.  

  He said he would issue me a refund IF I closed my complaint with the BB.  I told him that is not how things work and I will close my complaint when I get my refund.  

  I am just waiting on my refund and hoping this company does the right thing.  I told the owner that I based my decision about hiring them on reviews etc.  I did not want the most expensive nor did I want to choose the cheapest.  I am really dissapointed that the tech that came out really tried to upsell me on everything and just took advantage of a customer.  

   

  Customer response

  12/27/2023

  I did respond to this complaint.  I am confused why it was not received.   I will look through my emails because Im pretty sure I got an acknowledgment that it was received. 
  

  in my response I said that I had only received one phone call from the company Which I wasnt able to take at that time he left no message with me.  I had no idea that it was him until I went back and had to research the phone numbers that he calls me on and I figured it was him. I called back and left a message but I never heard anything nobody ever called me back so he called and left messages. Lots of times is false.
  

  We discussed on the phone what it will take to make this right. He also informed me that he wanted me to close my case and then he would issue my refund and I told him thats not the way it works. He asked me what was a fair price to pay I told him so I am expecting about $950 from him..  

  There really is no more discussion. Hes the one that agreed to it on the phone..

  I do have an email from the company acknowledging that I wanted a diagnostic on my furnace and I was told if I went with repairs I would not be charged the 199. The technician that came out charged me for two maintenance agreements which I never signed for I never asked for. 
  

  I am waiting for my refund so we can close this case unless he just goes back on his word I want to keep this case open until he makes it right

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

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

  

  Business response

  01/26/2024

  I was actually waiting for you to send the picture of the capacitor so I know what to refund you for.
  Our agreement over the phone was that I will refund you for the capacitor if you think it was not replaced, discounting the blower cleaning to $200 (which is what you said it cost on "Google").
  We do charge for the work we did complete with no doubt which is the x2 maintenance (one for the furnace and one for the outdoor unit) and for the blower cleaning (which i'm willing to discount significantly in order to make you happier.
  Total charges on the revised invoice will be:
  - $199 x2  maintenance
  - $200 blower cleaning
  - Sales tax
  
  I will revise the invoice and will send the refund check in a certified mail today.
  
  Please let me know if you have any questions.
  
  Thank you

  Customer response

  01/27/2024

   
  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,
  
  *************************

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 28th ***********************, sales representative for EnviroSmart Solutions, **** came to my house and bid the job to clean out my crawl space (FYI - He showed me a picture off his cell phone of a petrified rat. and now I'm wondering if this picture was even from my crawlspace). I decided to hire EnviroSmart Solutions, **** to remove all the old insulation and other debris from the crawl space under my house (Please see estimate). I also hired EnviroSmart Solutions, **** to replace all the flexible duct work with new. Eight in total (Please see estimate). The crew for EnviroSmart Solutions, **** came out on Saturday September 9th at 9:45am. There was about 6 crew members. They removed all the debris and insulation, replaced the vapor barrior, and possibly used a spray disinfectate, which was supposed to be environmentally friendly and smell like peppermint. EnviroSmart solutions, **** crew worked from around 9:45am to about 2:pm. At around 2:pm one of the EnviroSmart Solution, **** crew members indicated to me they were done. One of the crew showed me picture off his cell phone, which weren't extremely visible. At this point I asked if he had used the spray disinfectant and he said yes. They left.I went into the crawl space to see the results and this is when I realized they hadn't replaced six of the flexible duct. They had only replaced 1 flexible duct up front and the insulation around the main furnace duct. These you could see from the enterance without having to crawl under the house. I didn't smell any peppermint.On Saturday September 9th, 2023 I called EnviroSmart Solutions, **** and left a message with the receptionist regarding this issue. I'm thinking that I was blatatly lied to and intentionally deceived by *********************** and the EnviroSmart, **** crew. I do not trust EnviroSmart Solutions, **** and the work they did. I put my trust in them because they are the professional. I'm not. I'm not even sure if the work EnviroSmart Solutions, **** did with the vapor barrier was correct. On Tuesday September 12th, the ************* came by and installed the remaining 6 ducts and "sanitized" (Just used a regular spray bottle with sanitizer in it). He had indicated he was the General Manager. i told him I want to see the cost of the 6 ducts removed from my bill and I would pay the difference. 6 x $315.00 = $1890.00. I already paid a deposit of $2092.81, Leaving a balance of $3236.03. $3236.03 - $1890.00 = $1346.04. I believe this is fair, considering EnviroSmart Solutions, LLC employee lied to me. If I had not crawled under the house to see the results, EnviroSmart Solutions would have been paid $5328.84 for a service that was not completed.

  

  Business response

  09/24/2023

  hello,

   

  This is a response from Envirosmart Solution to *************************** Complaint.

  After looking into the matter closely with all individual involved from our company, we found that we did in fact failed to provide the level of service and communication we aim to with ****************** project.

  Our sales rep *********************** did not lie at any point and delivered all of the necessary information to our production team in regards to what needs to be done in the project.

  Our install team got a detailed work order to go by and complete with all itemized items sold to ************** but failed to replace 6 out of the 8 flex air ducts in her crawl space.

  As soon as we got the complaint to our office from ************** we immediately sent our GM to take a look and remediate the issues. He replaced the 6 ducts and walked the entire job to make sure nothing else was missed or needed to be fixed.

  I understand ****************** frustration and I am willing to provide a discount for the serviced due to our mistake but will be able to provide a full discount on the 6 air ducts since we did in fact come back in a timely manner and replaced the air ducts, there was materials and labor costs involved with it.

  I would like to offer ************** a 50% discount on those 6 air ducts (we priced them on the invoice at $315 per duct so after my discount it will be $107.50 per duct for the 6 air ducts that were initially missed by our team).

  I think it is a fair offering for both parties given the customer service and warranty we did provide in this matter and did not try to avoid or make any excuses on the matter, In home service business it is very hard to stay perfect and control the quality of the workers at every job site but we are always trying to learn and improve from every issue that arises. The most important part is how a company handles an issue when something happens and provide the best customer service possible and that is what Envirosmart had done in this case.

   

  Please let me know if you accept my offer and i will make sure to adjust the invoice accordingly as soon as possible and take necessary steps to resolve this matter.

   

  Thank you

  Customer response

  09/24/2023

  In response to the letter from Envirsmart Solutions, **** Dated: Sept. 23, 2023, 9:41pm
  I agree to a 50% refund on all 6 ducts ($315.00 2 (50%) = $157.50 (per duct) X 6 = $945.00. I think they should have agreed to removing the cost of all 6 ducts ($315.00 ea) and not be concerned with their expense as indicated in their response letter. This gave me the impression they are more interested in their financial outcome rather than establishing a positive relationship with the clients.
  Also,I'm thinking that EnviroSmart Solutions, ****, due to their actions,is in the habit of not completing work or not doing the work correctly in the first place, unless a complaint is submitted. In previous reviews, the customers indicated the crew didn't either do the work correctly or in my case not at all (Didn't replace 6 ducts that weren't visual unless I crawled under my house) then someone from the business had to come out again and rectify the situation. I strongly advise anyone who hires this company to oversee EnviroSmart Solutions, **** employees and check the work.
  My interaction with EnviroSmart Solutions, **** has been very disappointing and stressful, and I believe this is not an honorable business to employ!
  Please have this business send me an updated invoice as soon as possible. I will make sure everything adds correctly and send payment as soon as possible.
  Total invoice with tax:
  $5328.84 - $2092.81 (deposit - Already paid) - $945.00 (Cost of installing ducts with 50% discount indicated by business) = $2291.03 (Balance owing)
  ***********************
  
  
  

  

  Business response

  11/06/2023

  Hello,

   

  We have already resolved the situation with the customer, we sent her the updated invoice showing the discount and she made all necessary payments to our company.

  The invoice is closed and the account is resolved.

   

   

  Please let me know if you have any questions or any other actions are needed on our end.

   

   

  Thank you

  Customer response

  11/09/2023

   
  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,
  
  ***********************

• Initial Complaint

  02/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hired Envirosmart to Clean our ducts. Left out of town after they finished. Came home went to start a load of laundry and found these dents on our newish dryer.I have emailed 9 times and only had one response, and that was to send photos of the damage. I believe I spoke to the owner at that time. He told me he would talk to his technicians, and I have not heard a word back..So unprofessional!

  

  Business response

  03/16/2023

  Hello,

   

  This is Matan the Owner at Envirosmart Solution.

  I spoke to ****** a few times over the phone to try to get to a resolution and offered her a full refund for the services we provided so she can use it to get the dryer repaired.

  furthermore, I have asked her to send us the photos and information of the model and serial number so we can try to source the damaged/ dented part and replace it or even take further actions. I am yet to receive this information or any communication from her until today.

  we are here to solve the issue but it seems like there is No cooperation from the customer side other than bring up the photos of dents again and again.

  please provide the information we have asked for a couple of weeks ago and we will do our best to resolve the issue.

   

  Thank you

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called Envirosmart Solutions **** (hereafter referred to as the company) on or around July 12th to get a quote to clean my Ducts for my HVAC system. I explained the lady that I was having my HVAC system replaced and I needed all the vets/ducts cleaned. She then explained to me that for $474 there was "unlimited" vent cleaning option. We agreed that was great for my situation. Fast forward to the day of cleaning, some other lady showed up (along with a ***************** who did all the work), and immediately walked the house and tried to bait and switch me and told me that there were 2 vents that were not included, and that they would clean them for $200 each. I said no, that I expected them to honor their quote. She went and sat in the van for 2 hours while the ***************** took a shop vac and what looked like a simple chimney sweep to the rooms to vacuum them out. I called their office when I realized that they were not going to clean the other vents and they said that they would do them for $125 each which further irritated me. They never got cleaned. They also said that they would furnish before and after video of the vents that I never received. I have emailed them on July 19th in an attempt to resolve this and I have not received any response. I had other quotes for $199.00 to do the same work they did. This company appears to be built around the old 'bait and switch' tactics.

  

  Business response

  08/29/2022

  Hello,
  
  We were trying to contact the customer by phone since the day he filed the complaint and never got a hold of him or any call back from him.
  The customer was explained very well what is included with the package he books over the phone and he was well explained by out technician in the prices of the other additional services BEFORE doing any work. 
  The customer agreed to the additional services and was happy with the results and was provided with before and after pictures.
  At Envirosmart solution we have no intention to do any Bait & Switch tactics and our reputation all over the web can tell how happy our customers with our service.
  We also do not like to leave unhappy customers or people that think that we do not put value on what theyve been charged for.
  Therefore, I would like to offer ***************** a refund in the amount of $226 + tax for the difference between the deep to the basic negative pressure cleaning ( **** paid $425 + tax which is our price for deep cleaning, our price for basic negative pressure cleaning is $199 + tax).
  If agreed, we will send the check out as soon as we get the response.
  
  Thank you
  

  
  

  Customer response

  08/30/2022

   
  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,
  
  ***********************

  Customer response

  09/27/2022

  Hello,
   
  I am following up on my complaint against Environmental Solutions Inc.  Its been a month since I agreed to their proposed resolution and I have not hear anything from them.  Considering the nature of my complaint, this doesnt look good on them.  Are your guys monitoring the compliance of the settlement because they have not made any attempt to reimburse me.  Thank you -****
  

  
  

  

  Business response

  10/17/2022

  ****/ BBB associates,

   

  We are trying to call **** on the phone number provided by him in order to confirm the address before sending out the check by mail.

   

  ****, please confirm the address is:

  23006 ************
  ************, ** 98038

   

  We will send the check out as soon as you confirm the address and will send you an email with the proof of payment.

   

  Thank you

   

  Customer response

  10/20/2022

   
  Better Business Bureau:

  I have never received a call from them and I have not changed my number. They also have my email address and I have not been contacted there either. The address that they provided is the same address where they performed the work and it has not changed.  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

*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. ↩