Initial Business Response /* (1000, 5, 2016/11/03) */
***
Please know we take customer service very seriously and work very hard to please our customers
At no time did anyone from Heat Pump
Guys suggest or imply the system we sold them works on
outside fresh airIt is not how a heat pump worksA heat pumps extracts heat from the outside air and
transfers the heat inside through refrigerant lines and in air conditioning mode the opposite...it extracts
heat from inside the house and transfers it outsideOn the day of the install our senior HVAC technician
*** who has over forty years experience in commercial/residential installations and repairs
was asked directly by *** if the system used fresh air***(with the help of ***)
told her it did not and explained how it worked and how It recycled the air inside their home through a
filter*** and ***, were satisfied with this explanation and agreed to proceed with the
install and the placement of the outside and inside units
After learning of ***'s (through ***) initial concerns, we offered to send *** out
for an inspection and resolution which they declined
I asked to meet with *** (via email with ***) so we could come to a resolutionThey
accepted and asked to meet at our office on October Within four hours of accepting the invitation, I
received an email from *** (see below) cancelling our meeting as she stated "neither of us feel
there is anything to be gained by further discussion"
***'s (***) letter to you states under Consumer's Desired Resolution: "We have tried to
go the route of a compromise" I'm not sure they understand what a compromise is, because they have
never let us work with them
She has slandered everyone from Heat Pump Guys and has taken to social media to harm our
reputation
It is our experience that a heat pump has never worsened a person's allergies (***from
the Nova Scotia Power Website)The system we installed has a state of the art "Bio Filter" and would
remove not add allergens from the air in her houseI'd like to know how(within hours)is it possible
that the air inside of their house was worse since it's been filtered
***'s proposed solution is unacceptable; we would be willing to remove the system at a cost
We are not willing to return the walls of their home to the same standard as pre-heat pump, as the
potential for interpretation is a concern to us
***
Final Business Response /* (4000, 21, 2016/11/15) */
Good Morning***
***
*** contacted me on Sunday and requested we offer her a resolution as per my response to you from November 3,
***
Initial Business Response /* (1000, 5, 2016/11/03) */
***
Please know we take customer service very seriously and work very hard to please our customers
At no time did anyone from Heat Pump
Guys suggest or imply the system we sold them works on
outside fresh airIt is not how a heat pump worksA heat pumps extracts heat from the outside air and
transfers the heat inside through refrigerant lines and in air conditioning mode the opposite...it extracts
heat from inside the house and transfers it outsideOn the day of the install our senior HVAC technician
*** who has over forty years experience in commercial/residential installations and repairs
was asked directly by *** if the system used fresh air***(with the help of ***)
told her it did not and explained how it worked and how It recycled the air inside their home through a
filter*** and ***, were satisfied with this explanation and agreed to proceed with the
install and the placement of the outside and inside units
After learning of ***'s (through ***) initial concerns, we offered to send *** out
for an inspection and resolution which they declined
I asked to meet with *** (via email with ***) so we could come to a resolutionThey
accepted and asked to meet at our office on October Within four hours of accepting the invitation, I
received an email from *** (see below) cancelling our meeting as she stated "neither of us feel
there is anything to be gained by further discussion"
***'s (***) letter to you states under Consumer's Desired Resolution: "We have tried to
go the route of a compromise" I'm not sure they understand what a compromise is, because they have
never let us work with them
She has slandered everyone from Heat Pump Guys and has taken to social media to harm our
reputation
It is our experience that a heat pump has never worsened a person's allergies (***from
the Nova Scotia Power Website)The system we installed has a state of the art "Bio Filter" and would
remove not add allergens from the air in her houseI'd like to know how(within hours)is it possible
that the air inside of their house was worse since it's been filtered
***'s proposed solution is unacceptable; we would be willing to remove the system at a cost
We are not willing to return the walls of their home to the same standard as pre-heat pump, as the
potential for interpretation is a concern to us
***
Final Business Response /* (4000, 21, 2016/11/15) */
Good Morning***
***
*** contacted me on Sunday and requested we offer her a resolution as per my response to you from November 3,
***