Most Precious Moments Center

MrM [redacted] and MsM [redacted] purchased a pellet stove from Earth Sense Energy Systems Inc(ESES)At the time of installation we reviewed operation and maintenance of the new stove with them Unfortunately, shortly after installation MrM [redacted] and MsM [redacted] were not comfortable with the operation of the stove and after several visits to their home to review operation, it was determined that a different stove may be a better fit for them Approximately week after the initial installation, ESES returned to install a different unit they had selected from our showroom at no charge Again, shortly thereafter they were dissatisfied with the product although it performed as it was designed and there were no service issues with it Upon the customer’s request, ESES returned a third time with a new unit of the same make and model that was initially installed, again at no charge to the customerOn 11/21/the customer had us out for a service call on the newest appliance At that time we repaired the unit and upon our technician leaving MrM [redacted] and MsM [redacted] contacted ESES to let us know they were no longer interested in a pellet stove and wanted the company to “buy back” the appliance and that they no longer wanted a pellet stove At that time we discuss a fair buy back amount and they indicated $was what it was going to take Although we were not happy with the outcome, we agreed to pay them the $and remove the product from their property and they would complete the repairs to the home where the stove was installed On 11/22/we removed the product and issued them their refundThe matter was closed at that timeOn 12/19/MrM [redacted] contacted ESES to notify us that he was having issues with the gas furnace in the home and was implying that it had something to do with our pellet stove installation Although the intake/exhaust did have to be moved to meet code for the installation of a pellet stove, MrM [redacted] performed that work himself and ESES did not perform any work to the homes furnace Although unfortunate that MrM [redacted] and MsM [redacted] are having trouble with their furnace, ESES did not have anything to do with the service, installation, or modification of their existing furnace within the home We certainly wish them the best in their future endeavors and again, consider the matter closed as of 11/22/when we complied with their original settlement request

As previously mentioned, UPS’ “Next Day Air” service is merely a title and does not actually guarantee next day delivery in all circumstancesMr [redacted] 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 closedBest Wishes, [redacted]

[redacted] , Again, we apologize for the misunderstanding and can assure you this was not done intentionally quality red pallets will be delivered to you on Monday 2-26- 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 comeWarm Regards, Earth Sense Energy Systems Inc

We have looked into the call historyWe have tried contacting the customer and left a message on June 26th to schedule his appointmentPlease feel free to contact *** at ###-###-#### to talk about the complaint and to resolve the issue

Ms***,I would first like to apologize for the delay in responseUnfortunately 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,*** ***

Earth Sense Energy Systems Inc(ESES) has been working with Mr*** since 9-2014. At that time he purchased a new pellet stove. Unfortunately Mr*** was not happy with that appliance and had ESES out to his home several times to clean, adjust, and check that
appliance. In 2-ESES made the decision to exchange the stove for Mr*** for a larger heater at NO CHARGE. Since that appliance has been installed, ESES has again been called to the customers home to clean, adjust, and check the appliance. ESES has now made a total of trips to Mr***'s home at NO CHARGE including the exchange of his appliance. We have not had to replace any parts on his stove and have only cleaned and made adjustments to his stove which is the customers responsibility. All of these items have been covered with Mr*** and are also included in the owners manual of the appliance. In my last conversation with Mr*** we made it very clear that we are more than happy to come out and service his stove, but can no longer afford to do so at no charge. If Mr*** is continuing to have trouble with his stove we can schedule a service call immediately, but there will be a charge for the service. Thank you,*** ***Earth Sense Energy Systems Inc

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 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 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,
*** ***

The sales order that Earth Sense Energy Systems Inchas signed regarding this matter is with a Mr*** *** and not with Ms***. Ms*** is correct that there was a clerical mistake on the original order and that as soon as it was discovered on the next business day, the salesman
did reach out to Mr*** and advise him of the error. The salesman apologized for the error and although Mr*** was disappointed, MrDean did indicate that he understood and made a comment to the effect "people make mistakes" and that they still wished to move forward with the purchaseSince that time, Ms*** has contacted the original salesman and sales manager on several occasions in an effort to exploit an obvious error on the sales order. We again explained the situation and did offer additional discounts over the original sales order for the errorMs*** seemed to understand the situation and indicated we had reached a “happy medium” with our sales manager. Shortly thereafter, we received this Revdex.com complaint regarding the matter indicating this was not satisfactory. Understanding we were not going to be able to reach an agreement between all parties, Earth Sense Energy Systems Incissued a refund check for the deposit to MrDeanAt this time, Earth Sense Energy Systems Incconsiders the matter closed and wish Mr*** and Ms*** the best in their future endeavors

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 ***

Below is the text from a follow up email I sent to MrDemasi after he notified us of the part failure which explains the options he has in order for us to replace the motor. Again, we are more than happy to help but would need the old motor back in order to send it to the vendor so
they can make the decision on warranty coverage...the longer this goes on, the less likely they are going to replace it under warranty. The screen shot my email is referring to is the attached document to this response. John, Thanks for taking the time to contact us with your concerns today. As we discussed, unfortunately your part is past the year warranty period as it was delivered to you on 1/21/as you can see by the screen shot below. We do understand your frustration with the situation and want you to know that we are on your side when it comes to presenting the claim to the manufacturer for warranty coverage but without the old motor I cannot guarantee that coverage. We can either sell you a new motor, send it out immediately, and credit you back upon receiving warranty confirmation from the manufacturer OR you can return the motor to us and we can submit the warranty claim and let you know their decision. If they agree to cover the motor we would then send you the replacement at no charge. I do feel it is important to mention that your threat of “harassing” the company until you get to the owner is not going to help your cause. We want to help, but cannot ship a replacement part out for free past the warranty period without the manufacturer’s confirmation. Please let us know how you would like to proceed so we can get this matter taken care of for you. Thank you, Chad *** OPERATIONS EARTH SENSE ENERGY SYSTEMS, INC

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** Re: complaint ID ***Dear Revdex.com:I would like to resolve this issue with Earth SenseHowever, when I call them no one answers and no one returns my callsI would be willing to pay for a service call if they would return my calls

[redacted] 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.    [redacted] – 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.

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted], 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.

Mr. M[redacted] and Ms. M[redacted] purchased a pellet stove from Earth Sense Energy Systems Inc. (ESES). At the time of installation we reviewed operation and maintenance of the new stove with them.  Unfortunately, shortly after installation Mr. M[redacted] and Ms. M[redacted] were not comfortable with the...

operation of the stove and after several visits to their home to review operation, it was determined that a different stove may be a better fit for them.  Approximately 1 week after the initial installation, ESES returned to install a different unit they had selected from our showroom at no charge.  Again, shortly thereafter they were dissatisfied with the product although it performed as it was designed and there were no service issues with it.  Upon the customer’s request, ESES returned a third time with a new unit of the same make and model that was initially installed, again at no charge to the customer. On 11/21/16 the customer had us out for a service call on the newest appliance.  At that time we repaired the unit and upon our technician leaving Mr. M[redacted] and Ms. M[redacted] contacted ESES to let us know they were no longer interested in a pellet stove and wanted the company to “buy back” the appliance and that they no longer wanted a pellet stove.  At that time we discuss a fair buy back amount and they indicated $2000 was what it was going to take.  Although we were not happy with the outcome, we agreed to pay them the $2000 and remove the product from their property and they would complete the repairs to the home where the stove was installed.  On 11/22/16 we removed the product and issued them their refund. The matter was closed at that time. On 12/19/16 Mr. M[redacted] contacted ESES to notify us that he was having issues with the gas furnace in the home and was implying that it had something to do with our pellet stove installation.  Although the intake/exhaust did have to be moved to meet code for the installation of a pellet stove, Mr. M[redacted] performed that work himself and ESES did not perform any work to the homes furnace.  Although unfortunate that Mr. M[redacted] and Ms. M[redacted] are having trouble with their furnace, ESES did not have anything to do with the service, installation, or modification of their existing furnace within the home.  We certainly wish them the best in their future endeavors and again, consider the matter closed as of 11/22/16 when we complied with their original settlement request.

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 [redacted] at ###-###-#### to talk about the complaint and to resolve the issue.

As previously mentioned, UPS’ “Next Day Air” service is merely a title and does not actually guarantee next day delivery in all circumstances. Mr. [redacted] 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. [redacted]’s expectations and consider the matter closed. Best Wishes, [redacted]

Earth Sense Energy Systems Inc. does not have a record of Mr. [redacted] contacting our service department.  We have called to schedule a service appointment with the customer and will resolve and issues with the stove once we are able to perform the service call.Thank you,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 [redacted]