Energy Expediters

Review: I had scheduled my boiler tune-up for 11/08/13, between 11am - 1pm, almost a month ago. Today, on 11/08/13 at 8am I called this company just to confirm that everything is in order and found out that they are not going to come because they have some emergencies. I have not received any phone calls prior to or even on the day of appointment that they won't be able to come and I need to re-schedule nor have a heard a word of apologizes for my inconvenience. I explained the scheduler that I took a vacation day to be at home and her response to that was that she tells people not to take a day off and she would just call them when the technician is on his way. I am not sure what world this lady is living in but for an individual working for an employer it is not always an option to leave work when it is convenient for Energy Expediters. That is why we schedule appointments and it is this company responsibilities to let customers know in advance about any changes. Then she said that she'll call me as soon as she hears from technician.

At 11:30am I am calling them back to see if anybody will come and getting the same answers about emergencies and that she is trying very hard to fit me in. I did not need to be fit in, I had an appointment and not to honor it and not even let customer know that they won't be able to keep it is, in my opinion, the most disrespectful way a customer could be treated in.

If this company ignores scheduled appointments to take care of emergencies first because, it is not a secret, they are more profitable for any company then it had to be mentioned at the time when an appointment is being scheduled.

It is end of the business day today and no one called me back yet to offer any resolution to this situation. This is the worst customer service I ever had and the most disrespectful way I ever been treated in my entire life. It is not an acceptable way for any business to treat a customer.Desired Settlement: Since I am in the situation I am in due to business misconduct of the Energy Expeditors one of the resolutions could be to have another company do a tune-up and Expeditors will pay me back. Another resolution could be for Expeditors to do the tune-up free of charge at my convenience as I cannot take more time off and lose it again.

Business

Response:

We apologize for her inconvenience. Her request for a free tune up is fine.

Review: They installed new boilers in two of my apartment buildings. First, they were sized wrong and did not heat the buildings properly. Second, according to other contractors, they were installed poorly. It took a legal letter and another engineer to convince them to put in new boilers. However, they did not pipe the new units according to company specs and we blew out a pump within a few months. The cost to fix their poor installation is between $17000 and $20000 according to the two quotes that I received. This work must be done because as of right now the boilers are not covered under warranty because the installation is not done according to the company specs.Desired Settlement: I don't want them in my buildings again but I do think they should pay for at least a significant portion of the repairs that must be done to correct their errors.

Business

Response:

It is unfortunate [redacted] is getting bad consul on her boiler

system at [redacted]. The first item [redacted] listed as a problem was the

original boilers were too small, was not accurate. The boilers we not under

sized as showed in the attached heat loss calculation. The problem was the Rinnai

boilers are limited to 178 degrees Fahrenheit for maximum efficiency. 178

degrees was not high enough to heat the building with the amount of baseboard

installed. We responded by replacing the Rinnai boilers with NTI boilers with a

higher operating temperature of 195 degrees Fahrenheit, at no charge to her,

which solved the under heating problem. We used thier existing system pump as listed in the contract

from 2011. The pump failure [redacted] listed as an issue was a used pump in 2011

when we reinstalled it because it was only several years old.The new NTI boilers have an error history feature which

would tell us if the boilers are operating out of design parameters. The nti

boilers were operating within all there design parameters when installed. There

are many ways to pipe the NTI boilers due to their low pressure drop. The

opinion of other contractors that the boilers are not installed properly can be

easily checked by checking the boiler history which will have dates of any

operation out of design parameters.The boilers are not piped wrong, just different. There are

many ways to achieve the same result when piping low pressure drop boilers.The history will tell us if there is anything wrong with the

boiler flow rate.The pump failure has nothing to do with us it was a used

pump in 2011.September 2011 installed two Rinnai 130,000 btuh boilers

total 260,000 btuh November 2014 installed two NTI TFT boilers 175,000 each

total 350,000 btuhHeat loss of the building

177,246 btuh

Consumer

Response:

Attached is the estimate to fix the problems with the boiler installations. In addition, the venting that was done originally, vented right into an apartment and the CO alarm kept going off. Energy Expediters said the tenant should just keep their windows closed. As this was not an adequate solution, I paid an additional amount to have the boilers vented out the chimney. It was discovered as this current work was being done that while the pvc pipes went out the chimneys, they were never sealed so we were pumping CO into the basement.

Business

Response:

Response to [redacted]:11/5/2015We never got a call in the year after the new boilers were installed stating there were any issues with the system not working properly.We were not allowed access to the boilers to confirm or deny any of the allegations, the boiler computer keeps track of any errors with a date and time stamp. If the boilers were running improperly there would be a computer record. Any errors in pumping or improper installation would need to be reset manually which was never mention in [redacted]’s allegations. The pumps were not supplied by Energy Expediters and had no warranty. Her existing pumps provided proper flow through the boilers. Any improper flow conditions would be recorded in the boiler computer.The new NTI boilers installed in November of 2014 175,000 btuh. The document she refers to as a legal document was not a legal document it was a heat loss calculation done by an engineer to reassure [redacted] the new would be large enough to heat her buildings. The only difference between the boilers was the maximum allowed water temperature, the Rinnai had a high limit of 178 degrees and the NTI boilers have a maximum temperature of 195 degrees. Both boilers had the capacity to heat the building, but the 178-degree high limit caused the Rinnai boilers to modulate down too soon. [redacted]’s allegation that the boilers were piped improperly she is probably referring to the manufactures recommendation for primary / secondary pumping. It is the recommended piping but not the only acceptable piping and pumping design that is acceptable. This is proven by the fact there were no boiler errors throughout the 2014/2015 heating season.The variable speed pumps installed are not even listed in the installation manual, these pumps are a premium pump. Pumps were not included in our contract.All of the costs incurred are for items either not included in our contract or are stem from the other contractor’s opinion not based on facts which are in the computer memory.We were never consulted before any of the changes were made. No compensation can be made without the chance to prove our installation was working properly.