Pizza Roma

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.

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]

Customer left a message we received Saturday 5/13/17. Allie called customer to let her know we got the message and would get a service tech out to her home Monday 5/15/17 in the morning. We do not have service techs scheduled to work on the weekends, on the weekends only our retail store is open....

Allie set up service, spoke with the service techs, had the service tech reach out to customer first thing Monday morning. Currently writing this response at 12pm Monday and the repair has already been completed by our company. A compression nut was lose, when we did the install this pool was not running and we did not have anyway to check for leaks. Would like for this complaint to be removed since problem was repaired first thing Monday morning.

I had the opportunity to speak with Mrs. [redacted] yesterday regarding her concerns. This matter should be resolved as of today and I would ask that the complaint be marked as resolved and closed as long as Mrs. [redacted] is in agreement.
Thank you,
[redacted]...

[redacted]

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.