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Earth Sense Energy Systems

W9715 State Rd. 96, Dale, Wisconsin, United States, 54931

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Earth Sense Energy Systems Reviews (%countItem)

Answered my questions quickly on email, ordered the auger motor, arrived FAST! Husband charged, it fit exactly as it should & runs so QUIET! Wish I would of ordered from them sooner! Thanks!! ??

Ordered a product that I needed to heat my house , product came on time , took item out of package it was badly damaged , the management told me it was probly ups I said no the box it came in had not one blemish , he said I’m not going to argue with you , I said you can’t because you would be wrong , he didn’t want to admit fault , I agreed for the to send me another unit , they said it’ll take 5 to 7 days I said that’s not good because I need this to heat my house , they said well you could pay extra for a quicker delivery I said forget about it , the they agreed to get it to me in 2 days, I said great , in 2 days the pa gage arrives and guess what ? It’s the wrong item it’s a exhaust blower not the heat internal blower I ordered , , this company makes obviously colossal mistakes but is nasty and incompetent as well , stay away from them , terrible terrible !

This company makes a nice profit on charging a 20% restocking fee on an unopened box. In order to see this fee, you must read the fine print on store policies. No where is this policy found during the check out process. Plus there is no easy way to cancel an order. I called the company and spoke with Diana who tried to contact her manager Mat *** who was gone for the day at 1:17 PM MST. In addition, no company phone number is listed on the detail section of your credit card statement.

Earth Sense Energy Systems Response • Jun 20, 2019

Dan, Thank you for taking the time to leave us a review. Yes, as stated in our store policies on our website, returned items are subject to a 20% restocking fee. If the item you received was incorrect, damaged, or even defective, this fee would not apply. When the reason for return is simply, "I don't want it", the 20% restocking fee is applied. Should you have any additional questions, please call us at 1-800-236-6647 during our business hours M-F 9-5 and Sat 9-3. If you cannot reach us during these hours, please visit www.pellethead.com where you can send us an email or even live chat with one of our knowledgeable customer service representatives. We are very happy to help you and appreciate your business.

In Feb. 2018 we hired Earth Sense to install a bay window in our house. It took till November for them to finally install the window. We ask for a exact replacement of the vinyl window that they would be removing, which was a one piece window, only as a composite window. They said no problem. It took them 9 hours to install the window, and when I got home from work I noticed immediately that this was not a one piece window, but 3 standard windows built into a wooden frame. Not at all what we ordered. They promised us that they would not touch the woodwork on the inside of the house because it's the old time woodwork. But they removed the woodwork, cut it & shortened it, and put it back on. The new window was supposed to be the exact same size as the one they removed, but the new window was smaller. They were supposed to stain the woodwork on the inside of the window, but didn't. They said they no longer stain windows, even though we paid for it. The screens for the window were broken and they said they would replace them, but we haven't gotten any replacement screens. During a North wind the cold air was blowing right through the top portion of the window. Now the wooden window seat is badly stained because water is getting in some where and rotting the window seat. They said last fall that they would make all repairs but we haven't seen or heard from them since. And now with water rotting the window seat I'm afraid that water is running inside the wall below the window also. This has gone on long enough. We paid them $5087.50 down payment, and were to pay $1662.50 upon completion. We have not paid the $1662.50 for completion.

Earth Sense Energy Systems Response • May 13, 2019

Mr. and Mrs. have been stove and window customers of Earth Sense Energy Systems Inc. (ESES) for many years. In 2018 they did order a new Bay window from ESES and ESES did order a custom Bay window for them. At the time of measurement an actual template of the existing Bay window was taken. Once built, the manufacturer does separate the windows from the frame to reduce weight for handling and installation…this is a common practice and the only way this manufacturer supplies a Bay window to ESES. The customer is correct in stating it was not discussed at the time of sale as it has never come up as a concern or factor of the sales process…once installation is complete, it is a fully custom Bay window and not simply 3 standard windows. A modern Composite triple pane window like this will have slightly different frame dimensions while the overall size of the window is the same. Working inside those parameters the manufacturer built the window to match as closely as possible.
At the time of measure our installers did indicate they would TRY to leave the original woodwork as we understood the importance of it to the customer but we also indicated we had to be sure the new window was properly secured, supported, and insulated to complete a proper installation. Unfortunately, we did have to remove the trim to do this, but it was reinstalled. Staining was also discussed as the standard pre-finish wood options would not have been an exact match to the original woodwork. After explaining this, Mrs. indicated she would take care of the staining to ensure the closest match possible.
Once installed, Mrs. did not like the look of the pull tabs on the screens (used for removing and installing the screens on the window frames) and asked that we reorder a set of screens without the pull tabs on them which ESES has done. Unfortunately, the first set that was ordered came in with the pull tabs as that is a standard feature and had to be reordered again. At that time they were told we would contact them in the spring when the new screens arrived. If Mr. and Mrs. have additional service concerns ESES is more than happy to address them as we have a lifetime workmanship guarantee on our installation service.
As a stove and window customer we have seen Mr. and Mrs. in 11/18, 12/18, 1/19, 2/19, 3/19 and 4/19 regarding products they have from us. In fact, in 12/18 they bought a new pellet stove from us. In the past we have attempted to address their concerns and are more than willing to do so again. Their replacement screens have now come in and are ready for installation.
There is still a balance due on the window of $1662.50 and ESES has even offered a 10% reduction to this balance due to the extended lead time of the screens bringing the final balance down to $1500 but have not heard back from the customer. This is a custom ordered product that has been delivered and installed for the customer. ESES is willing to service any issues they may have, but there will be no refund given.

Earth Sense Energy Systems Response • May 21, 2019

Mr. & Mrs.,
With all due respect, the reason our responses are coming through the Revdex.com is because your complaints are being issued through the Revdex.com. Our service department is open 6 days a week year round. You have been in our store monthly yet we have no record of a service issue regarding air and water leakage. If you are not receiving a response from our service department please contact our operations manager *** directly at to arrange this service.
Earth Sense Energy Systems Inc. (ESES) can assure you that the window you received is of the highest quality and the composite window you ordered. ESES stands behind our products and services. If there is an installation related problem we are more than happy to review and resolve the issue with you. If a Saturday appointment is necessary, we can make that happen. Please contact *** directly to arrange for this service…we want to resolve this matter for you. If there is a day/time you would like ESES to contact you for scheduling instead please let us know, but there is no refund being offered and ESES considers the matter closed unless a service appointment can be arranged to resolve this matter.
Respectfully,
Earth Sense Energy Systems Inc.

Customer Response • May 22, 2019

Revdex.com:

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.

In your response you stated that you have no record of a service issue regarding an air leak? In December I called and spoke with *** and told him we had cold air blowing through the window. He said he would get someone out to look at it. that never happened. In November when you installed the window we told you that the window & roof were not sealed up properly. *** said He would take care of it. No one ever came out to finish the job. When the pellet stove was installed they ask us if there were any problems with the window and we told them about the problems. they said they would tell *** about it. The communication amongst your people sucks! Don't say you were never told because you were and you did nothing but blow us off! I did try calling *** and left a message on his voice mail to call me back. He never did. Instead had *** call me back and again nothing got done. So *** is passing the buck just like ***. This is why we have had enough. Look at the pictures attached and tell me there is nothing wrong with this window. We now have water running into the house wall because of your poor installation.

You people have been lying to us long enough. I want this window removed by PROFESSIONAL window installers and replaced with the window that we ordered. Not the piece of crap you sold us!

If you want to see this disaster you can come out this Saturday, May 25th at 9 am. Otherwise from here it gets turned over to my lawyer. I am done with your lying and with you avoiding your mistakes. As far as the pellet stove goes, we are very happy with that purchase. But for the window, what a disaster and a nightmare.

Regards

Earth Sense is the worst
They lie - make excuses - Blame others for their own short comings
Do never use this company!
I put one star as they made me put a rating. I could not put a negative star

Earth Sense Energy Systems Response • Feb 08, 2019

Dave, Thank you for your feedback and I am sorry to hear you were not 100% satisfied with Earth Sense. Our records indicate you purchased a part from us online and did receive and keep that part. If you have specific feedback on how we could better serve you I welcome it.
Regards,
Earth Sense Energy Systems Inc.

I purchased 2000 lb. of wood pellets. they charged my credit card, never delivered the pellets. I called to find out when they would deliver, got big run around. left messages that never were returned. am tired of calling and begging for my pellets. please help.

Earth Sense Energy Systems Response • Oct 20, 2018

Earth Sense has spoken to the customer and scheduled pellet delivery. Thank you!

Customer Response • Oct 23, 2018

[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.]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

I was shipped a smoker/grill that was defective on arrival. Grill was purchased through Amazon.com. In order to return the defective product, I had to pay $99.90 to ship it back to seller. I would like to be reimbursed for the cost of returning the product that never worked. Emailed customer service and was told that I could not be reimbursed for the shipping cost but that a warranty was offered. I did purchase the warranty and was told warranty does not cover this issue. I also filed a Revdex.com complaint was also filed with the warranty company. Complaint #***.

Earth Sense Energy Systems Response • May 25, 2018

Mr. did purchase a Green Mountain Grill from Earth Sense in February of 2018 through Amazon.com. Upon receipt of the grill Mr. felt there was an operational issue with the unit which needed repair. At that time, Green Mountain Grill did offer to repair the grill or would replace the unit if necessary under their 2 year warranty. Mr. inquired about returning the product instead and was notified there is a 20% restocking fee and he would be responsible for the cost of return shipping should he choose to return the product instead of repair/replace the unit under warranty. Mr. did choose to return the product instead of repairing/replacing the unit and at that time Earth Sense did waive the 20% restocking fee even though a used product was returned as we always try to be fair with our customers.
Mr. was aware of the costs associated with the return and Earth Sense was more than fair by offering a full product refund even though the customer was aware of a 20% restocking fee and that they were responsible for the cost of return shipping.

Customer Response • Jun 04, 2018

Revdex.com:

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.

I never received an offer of free repair from the company.

Regards

Earth Sense Energy Systems Response • Jun 11, 2018

All warranty repairs are authorized and coordinated by the grill manufacturer and was explained to the customer by Earth Sense Energy Systems Inc. This information is also included in the owners manual that came with the grill in question. Again, Mr. was aware of the return policy and chose to return the grill even though he was responsible for the return shipping and that there was a restocking fee. Although we were able to waive the restocking fee, we are not able to refund shipping costs.

Thank you,

Earth Sense Energy Systems Inc.

VERY POOR SERVICE!!!! In December, 2017 I purchased a pellet fireplace insert from Earth Sense in Green Bay, WI. I was told it could not be installed until after the 1st of January, 2018. No problem (I thought). I also purchased the extended warranty and 2 tons of pellets. Made a down payment and took the option of six months free finance and planned to pay it off as soon as the stove was installed. A couple of weeks after the purchase a person came to the house and spent almost an hour measuring and drawing pictures and detailing what had to be done to replace my propane fireplace with the pellet fireplace. Great so far. Then on January 8, 2018 two installers came and hour late and removed the propane fireplace, set the pellet stove in place left without doing ANY finish work. They told me I would be notified in about two weeks with a time when I would have the work completed and have working fireplace. It has now been a month and no word from anyone. I tried contacting the sales person and he doesn't want to talk to me. I've tried talking to the service department, but then cannot tell me anything. So here I sit with a partial install of a pellet stove and a hole in my family wall and nobody at Earth Sense cares about it.
Then, to complete the story. When I purchased the 2 tons of pellets I asked if they could send 10 bags with the stove at install time. I was told that would be done. Last week I called to schedule delivery for the remaining pellets when they could and was told they can only ship in full ton quantities (first I heard of this). So I have to purchase 10 more bags of pellets. WOW. Service at its best. If you are looking at a pellet stove please look at other options.

I called *** at earth sense energy system in Dale to tell him when wood pellets are delivered put them on wood pallets already set up in garage..they TOOK (criminal theft of property) pallets I PURCHASED FROM MY NEIGHBOR to set wood pellets on...I then called earth sense energy system in oshkosh where I PURCHASED my wood stove to complain to kirk...no one cares that their employees steal..I want this resolved or I will make out police report and press criminal theft charges since they stole out of my garage...very nice company to buy from but once you purchase their customer service is sh...I also heard this from other purchasers...

Earth Sense Energy Systems Response • Jan 29, 2018

Ms.,
I would first like to apologize for the delay in response. Unfortunately the original email from the Revdex.com regarding your concerns did not come through. Regarding your empty wood pallets, I can assure you they were not stolen by our employee and we simply have a misunderstanding regarding them. Most customers request that we take their empty pallets when we deliver new skids of pellets to them. Our delivery person taking them from your garage was simply done out of courtesy…although it ended up being in error. Earth Sense is more than happy to return empty pallets to you the next time we are in the area or you are more than welcome to pick them up from any of our locations.
We apologize for the trouble and look forward to heating with you for years to come. Please let me know if you would like the pallets delivered or if you will be picking them up so I can be sure to have them ready for you.
Sincerely

Customer Response • Jan 31, 2018

Revdex.com:

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. RETURN THE 2 RED PALLETS OF QUALITY..YOU NEVER DELIVERED HERE BEFORE SO WHAT MAKES YOU THINK YOU COULD TAKE THEM?? I SPECIFICALLY TOLD NATHAN AT DALE STORE DON'TREMOVE THE 2 PALLETS I BOUGHT FROM MY NEIGHBORS!!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]

Regards

Earth Sense Energy Systems Response • Feb 23, 2018

Again, we apologize for the misunderstanding and can assure you this was not done intentionally. 2 quality red pallets will be delivered to you on Monday 2-26-18. Our delivery window is between 7am and 1pm. If you cannot be home we will place them in front of your garage.

We thank you for your business and look forward to heating with you for years to come.

Warm Regards,

Earth Sense Energy Systems Inc.

Customer Response • Feb 23, 2018

[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.]

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.

Regards

Ordered an urgent item on a Friday advertised as delivery with 'next day air' when checking out of business website, was charged $85.85. Delivery did not arrive until following Monday, 3 days later. When checking out with order there was no disclaimer to make the customer aware that next day delivery excluded weekends.

Issue was brought to customer service who refused to acknowledge fault on the businesses end, resolution provided by customer service was to resolve the claim with UPS directly. Requested contact information for a manager/business owner to speak to, was not provided any contact. Called and left messages through the customer service number 4 times with no response. Customer service is non existent and not empathetic to specific customer issues scenarios.

Earth Sense Energy Systems Response • Jan 17, 2018

did contact us through our website and via telephone with a similar complaint. Below is a copy of our response from that communication. In short, Earth Sense did fulfill our obligation to process and ship the order within the allowable time by shipping it the same day it was ordered, not using the full 48 hours (M-F) to process the order. UPS did fulfill their Next Day Air service by delivering the product on the next business day. Unfortunately, the customers expectations were unrealistic in this circumstance. Thank you.

Although I do understand your frustration in this matter, UPS’ “Next Day Air” is a service and not the guarantee of actual delivery the next day in all circumstances. UPS’ Next Day Air service is always the next business day whether you are ordering through our website or anyone else’s. For example, had you ordered the part on December 24th it would not have delivered on Christmas or had you ordered the part on Saturday it would not have delivered on Sunday. Furthermore, the order processing time on our website allows us up to 48 hours M-F to even process the order for shipping. I have attached a screen shot of that policy from our site below for your reference. We certainly do our very best to meet and exceed our customers expectations and have completely fulfilled your order as requested well within our allowable processing time.

*** – we do appreciate your business and look forward to assisting you in any way we can in the future should we be given the opportunity. I do apologize for the confusion but wanted you to know we were within the delivery timeframe and did not “upcharge” you for the “Next Day Air” service above and beyond our actual cost from UPS. Thank you for your understanding in this matter and we look forward to heating with you for years to come.

Customer Response • Jan 22, 2018

Revdex.com:

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.

As stated in my original complaint, the issue for me is in the false advertisement/communication that this company is displaying on their website. The response provided by the business that the shipping time is clearly detailed when ordering is in fact false. The notion from the business that my I had unrealistic expectations is ironic as the reason for my expectations was based on how the shipping options are advertised on their website.

To advertise an item as next day shipping but then cite other parts of the website that it could technically take 5 days to receive (48 hours processing, 3 days to ship if ordered on a Friday) only illustrates to me that the business does not care about accurate advertising or customer service.

Regards,

J

Earth Sense Energy Systems Response • Jan 29, 2018

As previously mentioned, UPS’ “Next Day Air” service is merely a title and does not actually guarantee next day delivery in all circumstances. Mr. selected the products and services from our website which does contain the order process time and shipping information. Earth Sense processed and shipped his order well within those guidelines even though he did not receive the package until Monday following his order. UPS nor Earth Sense guarantee weekend delivery services. Unfortunately it does not appear as though we will be able to meet Mr.’s expectations and consider the matter closed.
Best Wishes

Customer Response • Jan 30, 2018

Revdex.com:

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.

The business is unwilling to assume any responsibility for misleading shipping expectations in the information displayed on the website. I do not agree with that as a customer or business person. Having paid a premium for the order I would expect a higher quality service.

Regards,

J

In March of 2017, I paid 42 dollars to be entered as a Earth Sense Member in their buyer's club. In that contract I also paid 165 dollars to have my wood pellet stove cleaned. Called about it in June and the maintenance department has not responded. I have had customer issues with this company about sending me a defective stove
when I first purchased the stove. I just recently asked to have it almost totally refurbished and they brought it back without completing all said requests. Now.... its not taking responsibility to annually maintenance it. I'm fed up!!
Just would like my money sent back to me
45+165=207dollars

Earth Sense Energy Systems Response

We have looked into the call history. We have tried contacting the customer and left a message on June 26th to schedule his appointment. Please feel free to contact *** at to talk about the complaint and to resolve the issue.

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Address: W9715 State Rd. 96, Dale, Wisconsin, United States, 54931

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