Business ProfileforEarth Sense Energy Systems, Inc.

On 9/15/23 I purchased an exhaust motor from this company. The part came broken with plastic pieces in a baggy taped to it, obvious that this was broken and then sent out to the customer. The part was returned but the company said either they would send a new part once the broken part was returned or we would need to purchase a new part and they would "refund" the money for the broken part after it's received. Since this was a furnace part, we couldn't go without a working furnace, so we were forced to purchase again on 10/11/23. The second part started making an extremely high pitched whining noise in 12/2023. This noise was so disruptive and affected the everyone in the home that we were unable to live with it for a long period. Our HVAC technician came out (which also cost us a fee) and determined that the part was malfunctioning and recommended purchasing a new part through a different company because they suspected this was poorly manufactured. My partner called this company in 1/2024 and spoke with a representative who gave us two options: 1) Send the product back for an exchange (again we would need to purchase a new part before they would return our money), or 2) send it back for a full refund - ONLY because of the issues we were having otherwise they wouldn't normally accept refunds. We were even told to write a note on the package, specifying what was wrong with it, who purchased it, and if we want a refund or exchange. Only because the representative clearly gave us these two options, did we decide to purchase a new part through a different company. This is because it was in the middle of a freezing winter and we could not go without the furnace. They recently sent a replacement part, which was never ordered, and the company is refusing to refund our money. The supervisor **** is refusing to speak with us. They've suggested we can sell the part ourselves on ***** despite their part being under warranty and a faulty part. We're seeking the promised refund.