I am a business owner, I contacted EES a year or so ago to replace a Cassette heat pump in one of my stores, the process I went through was seamless The sale representative that dealt with knowledgeable gave a great recommendations, the process for invoicing and installation was seamless and I was really happy with the service I was given
So when I was wanting to install a… ducted heat pump system in my house I have no hesitations in calling your company,The start of the process was great I met George at home he was knowledgeable checked and measured each room and game me 2 options to choose from George advised me the pros and cons for both options suggested and we settled on the Panasonic system, I paid my initial deposit I was emailed by Melissa who provided times and dates for installer to come around to do a pre inspection and also the install date, closer to this time for the pre inspection 10 July I did have to change my plans due to business commitments, I emailed Melissa and did not have a response,Later that day I called the office as I thought Melissa might have been busy, I was told she was not there (no out of office)I spoke to another lady who I advised I could not attend the appointment and asked if I could re schedule for later in the week I suggested Friday, I was advised that there was an installer free to come around late Friday afternoon from Te Atatu but she had to check the drive time as if it was over a 30min threshold he would not be able to come, She put me on hold and talked to someone and then I was advised me that it was possible. So I diarised for that Friday Melissa contacted me on the 12th July and responded to my email asking if I have contacted the office and gave me another date of the 17th July I advised her that I had a booking in place for Friday, which I was told this was not the case, I accepted that is was a miscommunication and that I would have to move appointments to make sure I was there, I advised Melissa that these things happen and I was fine with the outcome she advised me that Avi would pop around and see me,The install team arrived early and got onto the Job they were great communicated very well with what they were doing and explained when vents has to be moved and placements of the unit.The tidy up the house and vacuumed and did a general clean,I did get shown how to operate the system I did find this to be very basic and rushed process from the installer he didn’t really know how the thing operated and was pressing multiple button’s, I had a specific set up that George had recommended we do for the house, this was that the AC unit could be put on a dehumidifier mode then onto a heating or cooling mode after I did poke my head up in the ceiling to inspect as I am having to refresh insulation installed, I did not expect to find the roof being used as a dumping ground I found maser drum with some wire up there, screwdriver, 2 grey conduits a broom a roll of tape,The Gib from the return Air,Now this is where everything really starts to sour for me a little We had previously to the install of the ducted system have and I vent which was prior to the install of the ducted system running silently in the roof When we turned this on it had a very large hum and you could hear it drawing air from the return, as the install team had connected the I vent into the ducted system,I went up into the roof to have a look and I could see that the fan was sitting on the return ductedI rang George on the Monday after the install and told him my dilemma he said he would get a tech to call me the same day nothing happened so I called George again on Tuesday and Wednesday and also emailed him twice asking for an update,I got no response from George or the Tech so I rang the call centre who booked an appointment for me I rang EES a couple of times and finally got someone to come out 2 weeks later and have a look at the system, Bradly removed all the tools and bits up and fixed up a few of the concerns I had with the install he could not fix the I vent system with what he had he advised me that he would need to get a job booked in with extra duct as they might need to move the I Vent,I also asked him about the control panel as we had not been properly shown how to use it I want to be guided on how it works, I told him about what George advised me about dehumidifier mode then onto a heating or cooling mode afterHe told me this would never happen as this system does not dehumidify as I was led to believe he explained that this was a single coil system.. I was really disappointed to hear this as I thought what I was buying was a system that based on the information provided to me by George Did the Job,I waited for a call or a return email to advise an appointment date or time, instead I got a bill reminder 2 weeks after Bradly visited,I called EES and advised them I was waiting for tech to fix my system, yet again it’s me calling EESI had to arrange another day off work for 2 installers and 2 sparkies to come along and move the I Vent, they spent a few hours moving it but it still sounded noisy I did advise we would test it,Unfortunately the fix has not worked and it’s still very loudI sent an email to get the situation fixed I got a response to a date that did not suit me as I was out of town I responded to that email it is now a week since my email and I have not had a response from EESAnd my issue is still ongoing !The conclusion is this company does not have the right resource or a good quality system in place to manage customers or issues that arise I have fallen through the cracks to many times, it’s after install service is poor with a band aid fix rather that lets understand the problem and come up with a solution, I do feel sorry for their tech’sThey lose sight about who the customer is and it’s all about the dollar rather than the customer care, I would doubt I would every buy another product from this company or recommend them to anyone in the future
However the real problems occurred when the floor grates started to rust. It took about six - ten weeks to get them to replace them. They replaced them in the end, however around 10 months later they were rusting again.
This time we… changed them to wood grates. The guys came to install them, but were missing two of them. Then the next appointment, they came with the wrong colour. The next appointment, they had the wrong colour again. That guy said that he would drop off the correct colour on doorstep. He never did it. Now its been over three weeks since my last failed replacement, no one returns my calls or emails. Steer clear of these cowboys.
Once again slick professional and 100% customer… focused with great install and electrical work from sales to the time the COC was handed over the same day by their electrician.Steve , Gaz Toshi and Peter the electrician did a superb job and I cant speak highly enough again. Totally recommend these guys and I already have to a number of my friends.
The Bayswater Marina team
The unit itself has given us no issues and was the best solution instead of multiple split ducted units in each bedroom.
Very helpful consultant followed by two friendly and professional installers.
Would recommend to anybody.
Thanks for the competitive pricing and great… service.
There service was bright and friendly until there was an issue.
They had placed the unit in an area which obstructed a neighbours driveway, they agreed it was installed incorrectly and took 2months to relocate.
The exhausting effort to deal with this company was beyond ridiculous. I was bullied by this company.
If everything… goes or has happened to go right for you with this company like it did for my mum, then I'm sure you will be fine.But if anything goes wrong, look out you will be in for a hard road, they are very difficult to deal with.
I wouldn't go to anyone else!
Fantastic job and great price and great service.
The wait on instalment was significantly less than other hump pump companies offered us. Thanks EES!
Couldn't be happier, would recommend to anyone
I had two units installed in my home by EES.Great sales service, very poor after sales service.
To EES credit they did note that it may be a fault with the back plate but when the technician visited our home he did not check the plate and chose to adjust the fan instead. It would seem that EES suffers for internal communication difficulties between management and staff. EES did replace one unit and now do not want to honor their installation warranty saying that they have… done all that they can. EES Management even suggested that the rattling noise was normal operational noise in an attempt to brush me aside.EES seem all to happy to sell but not to support.Panasonic NZ has stepped in and asked another installation company to re-mount the unit.
James knows about this. But, just for the record ...
Your sales representative, Sam, was very helpful.
The quotation and account we received for ceiling insulation indicated 'Greenstuff', whereas we received 'Novatherm'. We have no issues with the standard of product installed.
In any case, we would strongly suggest you contact any clients of yours in a similar situation to ours to let them know that the product being installed is different to the one you may quote and… charge for.In our case the price difference was marginal. However, you may agree in principle that it is important to let customers know before installation, if you are going to instal a product from a different supplier than what you have quoted for.We delayed paying the account because of the confused situation above, which would easily be resolved by letting us know any change of plan ahead of installation.Thank you.Chris Clark
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