Allure Energy

We don't have active phone support at this time, as a result of that a return phone call will not be possibleThe voice mails that are left and listened to and we do our best to find the account in question and respond to inquiries in a email fashionIf you call during business hours you will receive a response letting you know to email us for supportAs your unit was completely frozen and the touch screen was nonresponsive as well troubleshooting the issue would have been nearly impossible

An attempt to troubleshoot the issue was preformed the following business day, as customer support is not technically open on Sunday'sA general response was sent to the customer in regards to the situation that they were experiencing on that SundayAs they are outside of the warranty period we
wanted to inform them that we wouldn't be able to replace or refund the unit; however, no mention that we would not troubleshoot the issue was mentioned

Complaint: ***
I am rejecting this response because:I was never once told there was no live support on any emailYou need to communicate with your customers in a better mannerWhen you go for periods of time with a product you spent hundreds of dollars on you expect phone support or at least assistanceI am completely aware I was out of warranty with the replacement unit but at least try to be understanding that where I live it has snowed and has been degrees and I wanted to try and troubleshoot and fix the product we were very excited about buying and saved money to buy and both units we have had have stopped working when it's been very cold outsideOur house was less than degrees at one point and after spending on the unit I wanted help to try and fix it and make your product work and I didn't really get thatAll I got was you're out of warranty over and over.
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:
I received a response email on the evening of March 5th. Stating they believed it was the "environment the unit was in, that the unit is not compatible or a router connection issue". Further help could not be given as I am out of warranty from the original purchase. I then replied by email, as I still have not received a phone call, and asked if I could at least get some troubleshooting help as to what we could try. I explained my frustration as we have spent $250 on a thermostat that hasn't worked longer than one year and that the advice they are giving me wasn't pertaining to my trouble I was having with my unit. They then told me to turn off my wifi on the unit, which I was not able to do as the touch screen does not register that someone is trying to use it. I explained to the rep that this was not able to happen as my screen was not registering touch. As we have been without heat since Saturday we had to go out an buy a new unit, from another company, this was how the problem was rectified, without real customer service. I have yet to receive a call back.
Regards,
[redacted]