ComplaintsforEarth Sense Energy Systems, Inc.

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a motor from EARTH SENSE ENERGY SYSTEMS, INC. via Amazon on August 3, 2023. The product page prominently displays that the motor purchase includes a 2yr warranty. The motor failed with less than one year of normal operation. I contacted the support department via Amazon but received no response. I was able to connect with ****************** Online Sales, EARTH SENSE ENERGY SYSTEMS, INC. She directed me to send the unit back for repair where they would "test" it and either repair it or replace it. I confirmed delivery with the company and asked for a timeline for the replacement. ***************** , Administrative Operations Customer Coordinator, **********************, *** told the that the company would not honor the promise of the warranty displayed at the time of purchase. *** also claimed that the motor was received in a "disassembled" condition. The motor was NOT shipped in a "disassembled" state. ***'s statement is either false or the package was damaged in transit, in which case they should file a claim with *** and send me a replacement to satisfy the warranty promise.

  

  Business response

  07/16/2024

  Hello,

  When our customer purchased the motor in August 2023, it came with a one-year warranty. We implemented a two-year warranty policy starting in 2024,which did not apply to his purchase. Despite this, his motor was still under the one-year warranty when he reached out to us, and we requested that you return the motor for evaluation.

  Upon receiving the returned motor, we observed significant damage that appears to have occurred either before shipment back to us or during transit.Unfortunately, due to the motor not being properly packed with sufficient protective materials, we are unable to process a warranty claim with the manufacturer.
  
  We communicated these findings to you, along with photographic evidence, on July 15, 2024. Since the damage might have occurred during transit, we recommend that you file a claim with your shipping company.
  
  Attached are photos of how the motor arrived to us, with customer's paperwork inside and also a photo of how the motor should look undamaged.

  thank you,

  ESES

  
  

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9/15/23 I purchased an exhaust motor from this company. The part came broken with plastic pieces in a baggy taped to it, obvious that this was broken and then sent out to the customer. The part was returned but the company said either they would send a new part once the broken part was returned or we would need to purchase a new part and they would "refund" the money for the broken part after it's received. Since this was a furnace part, we couldn't go without a working furnace, so we were forced to purchase again on 10/11/23. The second part started making an extremely high pitched whining noise in 12/2023. This noise was so disruptive and affected the everyone in the home that we were unable to live with it for a long period. Our HVAC technician came out (which also cost us a fee) and determined that the part was malfunctioning and recommended purchasing a new part through a different company because they suspected this was poorly manufactured. My partner called this company in 1/2024 and spoke with a representative who gave us two options: 1) Send the product back for an exchange (again we would need to purchase a new part before they would return our money), or 2) send it back for a full refund - ONLY because of the issues we were having otherwise they wouldn't normally accept refunds. We were even told to write a note on the package, specifying what was wrong with it, who purchased it, and if we want a refund or exchange. Only because the representative clearly gave us these two options, did we decide to purchase a new part through a different company. This is because it was in the middle of a freezing winter and we could not go without the furnace. They recently sent a replacement part, which was never ordered, and the company is refusing to refund our money. The supervisor **** is refusing to speak with us. They've suggested we can sell the part ourselves on ***** despite their part being under warranty and a faulty part. We're seeking the promised refund.

  

  Business response

  03/11/2024

  In reply to the complaint filed, we do not ship broken motors/parts to our customers.  It is unfortunate that damage does occur while in transit after it leaves our facility despite our best efforts to package the ********.  This impact is felt both by the consumer and seller.  We then issued a replacement motor as it is company policy that the damaged motor be returned prior to a new motor being shipped, unless payment is made first, then a refund will be given.  Upon further investigation, we did find that one of our employee's agreed to refund the customer once the item had been returned.   Those notes were missed by a member of our team therefore we issued a replacement motor (per company guidelines on defective or damaged goods) instead of the refund our customer was expecting.  As a result of our findings, we are happy to honor those notes and refund the customer.  As for the warranty replacement we sent, the customer may keep as a spare.  

  Best,

  ESES

  Customer response

  03/11/2024

  [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,
  
  Sierra Upton
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a pellet stove from this company and being a member I was told I would get a free cleaning Every time I contacted this company for a FREE cleaning they kept telling me sorry our guys are too busy I called at least ************************************************************************************ today to ask if they would come out and do the FREE cleaning but all I got was the run-around If you become a member I told them I was a member but NEVER got the free cleaning of which I was told when I purchased this pellet stove It was like everything I said was going in one ear and out the other typical salesman approach I should have 2 FREE cleanings still coming at $295 each I am ready to take them to court and file up to 10 times the amount plus court costs and subpeona costs How DARE a company s**** over a disabled combat veteran

  

  Business response

  03/14/2022

  ****************** purchased a pellet stove from us in March of 2018.  As part of the sales agreement, ESES offered a 2 year *** (Parts Replacement Program) which is a voluntary program we offer our customers. Some choose to take part in the program while others choose not to.  ***************** was given a copy of the signed agreement that outline he needed to have his stove cleaned within 12 months of the install date.  Customers are told they can contact us at any time to schedule but our cleanings are performed during the Spring and Summer months.  After 12 months, if we do not hear from the customer to schedule a cleaning, the *** expires and is no longer valid.  Unfortunately, Its now more than 48 months later and he is just now asking for his cleaning. Even if ****************** did take advantage of this offer within the time frame outlined on his ***, the *** would have only been good for 2 years from install (hence 2 Year ***) and he is still more than 24 months past the expiration date.  We would be more than happy to service Mr. ******** stove but the free cleaning timeframe has long expired. Doing so today will not re-instate 2 more years of ***. Cleanings are not offered during the heating season because we want to be able to reach our customers who need repair in a timely manner.  So to offset this,cleanings are offered in the off season when stoves are not being used as a way to perform preventative maintenance and to get them ready for the upcoming heating season.   Every summer our ****************** sends out reminder letters to our *** customers that they need to sign up for their cleaning before the deadline.  Our goal is to help show a customer how to clean and maintain his or her stove after one full season so that we can see what areas may need improvement.  Our technicians will then educate the customer because a clean stove equals a clean burning stove which equals a happy stove customer.  We would love if everyone customer took us up on our offer, but sadly it just does not happen.

  Customer response

  03/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  [Please type your response here.]

  This is typical bullcrap from a fraudulent company

  I did contact them within a year for a cleaning and like I said originally that the woman I talked with kept telling me over and over again that THEY were to busy to come and do a cleaning

  I tried calling at least a dozen times and it was the same c*** every single time

  I did go back in recently and asked 

  But all I got was the run around 

  I was told a dozen times well if you join our club you can get cheaper pellets

  I told the idiot the same thing about everytime that I called for a cleaning and he told me well our staff has changed and we changed so much stuff around and this that and the other thing

  I finally walked out because I wasn't get anywhere with the moron I was talking too

  This is a way for a company to rip oft picketing f disabled combat veterans

  I have talked to other friends that bought there stoves from this place and they agreed and they haven't done business with these fraudulent guys ever again

  I will start picketing out front of different locations and warn people that this company rips off Disabled Veterans

  
  Regards,
  
  *****************************

*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. ↩