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Business Profile

Fireplaces

Nordic Energy Systems Ltd

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:26/11/2024

    Type:Order Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They installed a wood stove that still doesnt work. Not heat just smoke. We cant heat the home and refuse to complete this installation of stove was installed may 7..We have tried to get credit on ***** even with extra insurance still not covered and shes left with a hole in her wall and the mess they left. Conversations with company has had no resolution. Over 6500$ and still cant use after many attempts to get them back to fix it. All they do is lie. How do they stay in business.. please help my friend. They are elderly and frail. I called the manufacturer and they didnt help either, in ****************.

    Customer Answer

    Date: 07/12/2024

    Hello. Here are the texts as he called ***** the night before and never left a message. Shes delicate and came over crying. So the next morning Nordic sent 2 men to the trailer without confirming with *****. She wouldnt let them in as they have done nothing in 6 weeks and now show up. They left. I called Nordic and asked for the manager. Had a reasonably good conversation. So ***** was here for that conversation hearing what was said by both him and myself. I told him I would talk to her and see what would make her whole again. This is where the texts come in. I wanted a copy of his intentions. He also said he had not heard from the BBB. Another lie apparently. So we are now waiting for a cashier check or cash refund. He told her she could keep the stove.. not sure really why. It doesnt work. He tried to say a 71 year old woman who lived off grid for most of those years, and multiple stoves. 
    Ill give him till closing to contact me when we can go and get the money. I will advise either way of what happens or not. 
    thank you for helping in this matter. I introduced as Cindys mediator. 

    Business Response

    Date: 09/12/2024

    The stove was installed in the spring of 2024 and met all the installation requirements.  The homeowner attempted to light fires on days where the ambient temperature was over 20 degrees Centigrade.  This is an air buoyancy /physics issue.  Smoke will not rise without a considerable amount of heat to force it.  The small amount of fuel and starting material that was demonstrated to myself and one of our technicians on 2 separate troubleshooting calls was obviously inadequate.

    The homeowner contacted the stove manufacturer which lead to a tech support call (outside of my knowledge and consulting) and soon there was a hurried insistence that an outside air supply be installed.  Outside air is not the issue, nor required by any building code.  I was clear that this is a waste of materials and time, but we sent our next available technician.  Physics and practicality proved themselves to be winners once again, and now there is an extra hold in the wall.

    I went to the home a second time and suggested some online resources including **************** in hopes that some techniques could be gleaned.

    We met with *****, her husband, and her friend in my showroom and I offered to install an extension to the chimney and a roof brace.  She was insistent that the first crew that installed the system be the ones to do this.  ********* is booked 6 to 8 weeks at this time of year and ***** was made aware of this.  They might show up without notice as we do not need to go inside.  She was OK with this.  When the crew did arrive she refused the installation.

    ****** reached out to me last week and informed me that there is a BBB complaint.  I was not aware of this.  After a lengthy conversation ****** was informed that it is burning practices and techniques more than anything, but we cannot control that.

    If the client is willing to receive a refund with removal of equipment, we are happy to do that.  In fact, I offered not only the refund but will leave the stove there.  All homes in ****** should have a backup heat source, and ***** indicated there are frequent power outages.  The wrong thing to do is remove that safety mechanism.  If the power is out and the home is cooling off, she will figure out how to light a fire and achieve heat.  

    By accepting the refund per her request this matter is considered solved.

    ***** ******

     

    Customer Answer

    Date: 09/12/2024

    Just wanted you to know we got a text to say cheque was waiting for at the shop. We walked in around 2 this afternoon. A very calm transaction, but the cheque did look certified and no where said bank draft. We went to their bank to cash it and was told good cheque she has to deposit it into another bank. Hers TD. I told her to watch her account to make sure the cheque did look clears. Here are the pictures I took when we got the check. I took a picture of what we were asked to sign. 
    Hopefully this is all over. Thank you for all your help. He denies BBB contacted him. 
    thank you again. Please do t take this the wrong way, but I hope to never need your services again. lol. Merry Christmas 

    ******

    Customer Answer

    Date: 09/12/2024

    Just wanted you to know we got a text to say cheque was waiting for at the shop. We walked in around 2 this afternoon. A very calm transaction, but the cheque did look certified and no where said bank draft. We went to their bank to cash it and was told good cheque she has to deposit it into another bank. Hers TD. I told her to watch her account to make sure the cheque did look clears. Here are the pictures I took when we got the check. I took a picture of what we were asked to sign. 
    Hopefully this is all over. Thank you for all your help. He denies BBB contacted him. 
    thank you again. Please do t take this the wrong way, but I hope to never need your services again. lol. Merry Christmas 

    ******

Nordic Energy Systems Ltd is NOT a BBB Accredited Business.

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