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Comverge Pennsylvania Peak Saver

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Comverge Pennsylvania Peak Saver Reviews (2)

Review: I enrolled in the Pennsylvania Peak Saver program in December, 2011 when it was known as E-peak Power Saver. In return for participating in the program, I am to receive an annual participation incentive.

I did not receive a check for 2013 so I made inquiry through the program website ([email protected]). I soon received a reply on Feb. 1, 2014 from James in Customer Care. He wrote: "Thank you for contacting the Pennsylvania Peak Saver program. After checking the records for your account I do see that on 11/12/13 check [redacted] was issued for $10 for the annual participation incentive. Our records indicate this check has not been cashed, so it looks like it may have gotten lost in the mail. I have opened ticket [redacted] to have this issue resolved. The most likely course of action will be to cancel the missing check and reissue a new one. This process typically takes a total of 4-6 weeks for you to receive the reissued check."

By June, I still had not received the check so I contacted James using the email address I had. He replied on June 17, 2014: "I am sorry to hear that you still have not received the incentive check for the 2013 summer season. I show that our service department attempted to contact you by phone on a few different occasions to verify the complete mailing address we have on file, and also that there were no forwarding orders in place with the USPS. We show the mailing address to be [redacted] PA [redacted]. Once we have this confirmed we can mail out the replacement check. Please feel free to email or call us at ###-###-#### from 8am to 6pm Monday through Friday."

I immediately replied and confirmed that the mailing address on file was correct (why they chose to phone instead of simply contacting me by email so that I could email back verification of the correct address, as they said I could do, is beyond me). However, by July 12, I still had not received the check. so I emailed again to follow up. I did not receive a reply. I emailed again on August 14 and still have not received either the check or a reply.

I want the incentive check to which I am entitled and an explanation from the company as to why it has been taking so long and why they did not respond to my last few emails.Desired Settlement: I want the incentive check to which I am entitled and an explanation from the company as to why it has been taking so long and why they did not respond to my last few emails.

Review: I had the Peak Saver from Comverge installed on my outside air condition unit in 2011. Everything went well and there were some energy events and there were no problems with these events throughout the summer of 2011 and 2012. In June 2013 I came home from work one day and it was warm in the house. I tried to turn on my air condition and it would not operate. I called an air condition service/HVAC to look at my air condition unit. The service technician came out the same day and checked my air condition unit. He said there is nothing wrong with my air condition unit and it looks like there might be a problem with the comverge box. He continued to say that he would not recommend this comverge peak saver box because they have had multiple calls from other people as well that had the box and there was nothing wrong with their air conditioner as well.It was the comverge box. I notified Comverge while the technician was out my house and had them disconnect my box immediately, which they did electronically. I asked them to come and take their box off of my air condition. It took them 2 months to take the box off of my air condition Unit. I sent a fax to [redacted] the Field service manager to get back the $157.00 that I paid for the technician to come to my house...to find out it was the Comverge box and not my air condition unit.It took him 2 months as well to respond to my question and he wrote a letter to me that stated " Your HVAC repair invoice indicates they found nothing wrong when visiting the site to check the AC. As there was no malfunction of our device, we will not be able to reimburse you for the service call". It appears to be very obvious that it was there device that malfunctioned because as soon as the box was disconnected electronically, I was able to run my air conditioner that night and had not had any problems with it at all. I live in a brand new home. I am not happy at all with this company and would like my $157.00 back. [redacted]'s phone number is ###-###-####.Desired Settlement: I would like to be reimbursed for the $157.00 for the service call. the other phone number listed is the corporate office. You might get better results if you call the corporate office first since [redacted] appeared not to be interested in reimbursing me for the service call. Please omitt my name if you place this complaint on the internet web site. If you need copies of the paperwork please let me know. I can fax them to you. I do not have them on my computer. [redacted] has them saved in his computer.

Business

Response:

October 3, 2013

Dear **. [redacted]:

This letter is our response to [redacted]’s complaint regarding the handling of her reimbursement request by Comverge. We have researched all of our in-house records pertaining to our contact with this customer.

**. [redacted] had a Peak Saver device installed on July, 1, 2011 and it operated normally through all the 2011 and 2012 summer cycling events that our company conducted. We did not conduct any cycling events during 2013 until the month of July.

[redacted] contacted our office at approximately 2:00 p.m. on 6/10/2013, claiming her device was cycled on Sunday, 6/9/2013. The customer called an HVAC technician for service on 6/10/2013, who visited her home that same day. The customer did not reach out to our company at any time prior to the call to her HVAC company in order to determine whether or not we might be controlling her air conditioner, nor were we given any opportunity to come out to the home and check the device for her. As a free service, we would have been happy to visit her home on June 10th to confirm and advise her that our device was not malfunctioning or controlling on June 9th.

**. [redacted] reported during the phone conversations on 6/10 that she called her HVAC technician, because on the evening of June 9th, her air conditioner would come on for about 20 to 30 seconds and then shut off. The customer was informed that we do not conduct cycling events on holidays or weekends and we did not cycle our Pennsylvania customers on Sunday, June 9th. Additionally, due to the design of the device, it cannot receive “rogue” signals, causing it to erroneously operate. Our local office and call center explained that our device is not capable of creating such a cycling pattern in an air conditioner, even if the device had malfunctioned. There are a number of factors, unrelated to the Peak Saver device, which can cause the issue that the customer described, some of which resolve themselves on their own via internal adjustments with the compressor.

Contributing to **. [redacted]’s assertion that our Peak Saver device caused an issue was her HVAC technician’s opinion, which she refers to in her letter to your office as the technician tell her “it looks like there might be a problem with the Comverge box.” However, per her HVAC’s written invoice, the note states, “Everything running as it should at this time. Customer does have Comverge box on unit. Might have been overriding.” Because her HVAC found the unit running normally and could find nothing wrong, he simply stated a guess that perhaps we were controlling during the prior evening.

**. [redacted] states that “as soon as the box was disconnected electronically, [she] was able to run her air conditioner that night”. This is also factually inaccurate, because her HVAC technician noted that her Air conditioner was running fine when he was at her home during the day on June 10th, and we did not deactivate her device until later that afternoon when she called us. Once we received her call, we removed her device from our paging list so that if we should cycle our Peak Saver customers in the future, her device would not be capable of receiving any pages to be controlled. Nothing we did on June 10th would have remedied the short cycling issue she described as occurring in her air conditioner on June 9th.

The two months’ wait to have the DCU physically removed from her air conditioner did not affect **. [redacted] in any negative way, and she was advised that our removals can take up to 8 weeks. As is evident in her statement, her air conditioning worked fine after June 10th, despite the box still being attached.

We do apologize to the customer for the delay in mailing a written response explaining our reasons for denying **. [redacted]’s request for reimbursement.

We believed that **. [redacted] understood when she spoke to our customer service representatives that our device could not cause the issue she described.

However, this customer’s claim was denied because there was no evidence whatsoever to support her AC issues on 6/9 were related to the Peak Saver device.

We made every effort to provide this customer with good customer service, and unfortunately, she did not receive her desired outcome based on misinterpreting how our device works and accepting her HVAC’s innocent guess that we might have been controlling as a finding of fact. Our hope is that providing the details above pertaining to how our device works will preserve our company’s good will with **. [redacted], even though she desired a different result.

I have attached a separate sheet delineating all formal contact dates between **. [redacted] and our company in order to address any concerns that our company was not responsive to this customer. I have also attached a copy of the customer’s HVAC invoice with the technician’s notes that he found everything working fine and his only guess was that our company “might” have been overriding the previous evening.

If you have any further questions on this matter, feel free to call me at ###-###-####.

Sincerely,

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Description: Air conditioning & Heating Contractors - Residential

Address: 511 School House Road, Kennett Square, Pennsylvania, United States, 19348

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