Earthnet Energy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:
The message from the business is not entirely trueI have contacted them multiple times and due to the history of them saying that I never contacted them when I originally had issuesSince then I have emails from them, as well as text messages from their service tech as proof that I did in fact contact them well before recentlyI would be happy to provide any documentation neededJust hours after my complaint was sent to the business I was contacted by Colby letting me know that someone would be out to fix this in a few days, despite the fact that I had emailed him the morning before with no response until after you sent thisI have email proof of this as well if needed. Earthnet has rectified the situation as of yesterday by installing a new exterior portion of my unit and it now seems to be working perfectlyI appreciate you contacting this business for me and getting them to quickly resolve an issue which has been ongoing for years.I don't really want to keep this going, but I do feel like I should be given the opportunity to prove that I had indeed contacted them numerous times about this issue and it was not resolved until I contacted you
Regards,
*** ***

January 24, 2017Dear [redacted],We received a complaint letter about [redacted]'s solar heating and air conditioning unit. As you can see we have never had a complaint filed about us to date. We take care of all of our customers. In fact this situation was just brought to my attention this week as...

of Friday 1720/2017 and we sent a service man out Monday 1723/2017 before this letter. We have already diagnosed the problem and have arranged for a new unit to be installed by Saturday 1/28/2017. We always service our customers, In this particular situation the individual partner wanted to be a sales rep for us in 2013. He could not make it happen but he contracted us to install 2 units at his residential location and we accepted a payment plan from him and his girlfriend ([redacted]) at that time not realizing he would not be working for us. Payment plans are not normal for us. We were helping a future sales rep, After a few months payments were not being made and we found out the boyfriend was not living there anymore. We received a call after a few months requesting service on a unit and we still had not received any payments. So we filed for payment and stated that we could fix the unit if payments were going to be made. In short, payments started. We had a Service man fix the unit. We have not heard of multiple problems. The customer was very hard to get in contact with during the separation, The lein notice sparked [redacted]'s contact with us. There were several attempts by our staff to make contact prior to the lein with no avail. To date he is making payments for her unit in her house. We do all we can to make people happy and will continue. By Saturday the new unit at no charge is going in even though it is close to 4 years old. What else can be expected? She never called us directly to discuss the problem or it would not have gone this far but I am sure she is embarrassed to talk to me directly about the whole situation. At Earth.Net we really would like to keep a clean record. We do our best to stay that Way, I thank you for your efforts in this matter because you offer a great service to the public, I hope you understand. If you have any questions please call me at [redacted].Regards,Brian M.

I just wanted to let you know that we have had a service tech out to this location and wanted to show you how well we take care of our customers. Even thou this unit was out of warranty we have not charge the customer and have replaced their outside unit. I just wanted to keep you updated and informed on this issue. Just remember if you have any questions you can call me at [redacted].Best Regards Brain M