Complaints

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.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  We have an Enertech geo-thermal unit that is less than 4 years old. We have had 3 repair issues with this unit in the past 6 months. Their authorized dealer performed a diagnostic test ordered by Enertech at a cost of $500 to us just for the dealer to affirm the unit needs to be replaced. Enertech took 2 weeks to perform a water test, all the while we are without heating and A/C. They now finally agree with the installer and just now start the replacement process. We will have been without heat and air for 5 weeks during 90+ heat and currently lows in the 30’s. They have informed the installer that not only will they not be reimbursing us the $500 diagnostic test, they also won’t pay for installation.

  

  Business Response

  Date: 11/07/2023

  Hello, please give me a day or two to find out the background on this situation. I need to find out all the details to respond intelligently. Thanks! Steve

   

  

  Business Response

  Date: 11/09/2023

  Hello, I have gathered more information about this complaint. The system is an open loop which sends well water to the geothermal unit, allowing the transfer of heat for both heating and cooling modes. The coaxial (coax) heat exchanger in the unit did develop a leak causing the failure. I feel our team has been on top of this and well communicated to the complainant and installer. We do require a water sample when there is a coax failure. Over 90% of the time, water quality is the underlying culprit and this is not covered under warranty. The water test did show the pH was slightly low, on the acidity side. If we were to send the coax back to the manufacturer for analysis, it would more than likely prove that the coax wall was breached by water quality. 

  We did not receive any service records showing this unit was properly serviced at least annually. An open loop is a higher maintenance system that requires the coax to be checked/cleaned to prevent failure. Again, we could deny any warranty based on this. 

  As in most cases like this, Enertech is going above and beyond (not because of a BBB complaint) and providing a new unit. We could send a replacement coax and offer a labor allowance if we only followed our warranty obligation. When a coax is breached (again, normally water quality) it can introduce water into the circuit which could cause future failure. This is why we are offering a new unit. 

  Our warranty is in line with all manufacturers and does not cover service calls. We have no control over what the independent installing contractor charges to service their customers system.  

  The new unit we are sending retails for over $15,000 and freight would be $400+. Enertech is covering this which, again, goes far above and beyond our warranty obligation. We do not cover the labor, that is between the complainant and their independent contractor. 

  We feel this resolution is more than fair. If we followed the industry standard process, the coax would go back for analysis, more than likely proving that the coax did not have a manufacturing defect but failed from contaminate. 

  Thank you. 

• Initial Complaint

  Date:04/13/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Purchased a water to water heat pump through an authorised dealer in mid 2021. Dealer has not installed the unit, and is moving away from this kind of work. Enertech were made aware of this in Nov 2022, and spoke to the dealer, who confirmed the install would be completed. Now April, and no further progress has been made. Dealer keeps pushing dates for install - currently citing end May , but low level of confidence in this date being met. Enertech doesnt have an authorized dealer within 40 miles of my location, and have been slow to resolve this issue despite my regular followups. Requested to Enertech that the hardware is returned to them for a full refund on 04/07, and still pending any response. Need help getting Enertech to engage in this matter and collect this hardware that cannot currently be installed (and will be an issue for maintenance) in the future. I have records of communication with the dealer and Enertech, if required.

  

  Business Response

  Date: 05/05/2023

  Hello, I am travelling and will be back in the office Monday to find out details of this situation. Enertech would not have sold the unit to the consumer directly so there we have authority in "forcing" the independent contractor to agree to their customers request. If this is a stock standard unit that has not been installed, we would gladly take it back and give full credit the contractor. The contractor would be responsible for the shipping back. I will provide more information on Monday. I would also like to note that I did not receive this complaint until yesterday May 4 and it was filed April 13. We take all concerns/complaints seriously, always providing swift and accurate responses. Thank you and have a great weekend!

  

  Business Response

  Date: 05/09/2023

  Hello, I have had a chance to deep a little deeper on this complaint. From what I understand, the contractor, ***** ******, has started the unit installation this week. It's difficult for me to understand all the communication between the homeowner and the contractor up to this point but I believe that our Customer Solutions team member **** ***** did an excellent job trying to be of assistance in a situation that we had no control over. **** said Mr ***** and Mr ****** were both very pleasant to talk with as she tried to help them navigate through their disagreements. Let us know if anything further from Enertech is required. Thank you! *****

• Initial Complaint

  Date:08/29/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  The CEO directly reached out to me, which is great as he was one, very helpful, and two, taking care of customers all the way at the top of the organization. They have updated their website to link to the disclaimer and I hope that this doesn't happen to anyone in the future, but I know that they did what they could to prevent it from happening, which is great. I was also not expecting the warranty as I understood the situation, but they went above and beyond and took care of our customer. I would recommend them as a company, as they have demonstrated that they take care of their customers and do what's right.
  
  Sincerely,
  
  ***************

  equipment." The fact that they don't even have consistency of when the warranty needs to be registered by on their website means that they obviously have to fix something. I just do not want this to happen to someone else with unrealistic expectations of warranty coverage.The best resolution would be to receive the 10 year compressor on the warranty, but I do not expect that kind of resolution, what I would actually like to see would be for them to make their website more clear instead of hiding the fact that you might not actually get the warranty advertised based off of the distributor that you purchased it through.

  

  Business Response

  Date: 08/31/2022

  I have already contacted *** to take care of this. I totally agree with his complaint and we are correcting internally. The distributor chose a reduced warranty and I do not believe they properly informed him so we are adding that warranty back for him at no cost. Then we are putting a disclaimer on our branded websites that states that distributors and dealer may choose warranty options that differ from out standard warranty.