Customer ReviewsforShines Energy Incorporated

Certainly! Here’s a more concise version of your review: Frustrating Experience with Shines Energy We contacted Shines Energy when our ducted heat pump stopped working over the weekend. We explained that our system was under warranty, and they assured us that the warranty would cover the repair regardless of the company performing the work. The technician quickly diagnosed a faulty EIM board and quoted $700 for the replacement. After my wife mentioned the warranty, he advised her to call the office, but he still collected a $200 payment on the spot—uncommon for most service calls, which typically issue an invoice with a 30-day deadline. After several hours of poor communication with Shines Energy, we were told the part wasn't covered by warranty, despite being initially assured it would be. We then called another company, which verified the warranty in minutes and replaced the part the following day at no charge. We also reached out to Shines Energy for an explanation, but no one followed up with us. In the end, we paid $200 for no new information and had to use a different company to resolve the issue.

We contacted the customer's third party warranty provider as per their request and we were informed that their thermostat was not covered under their warranty. This information was relayed to the customer. We do not administer their warranty and can only go by the information we're provided. It is of no benefit to us to attempt to deceive the customer about their warranty coverage. Whether we bill the customer directly or whether we bill the warranty provider, it's all the same to us. The initial diagnostic charge is a standard practice to cover the costs incurred by the business (labour, fuel, mileage, etc.) in the event that the customer choses not to move forward with the repair. As explained to the customer, when given the approval to move forward with the repair, this initial diagnostic charge is credited back in full to the customer on the repair invoice. Since this particular customer chose not to move forward with the repair, the diagnostic charge stands.

the amount of time and effort you have to put it just to have someone call you back, you are constantly ignored, disrespected, im glad this happened in the qoute stage takes a minimumof 3 weeks for a 1 word response, still cant get anyone to respond. thankfully we will never have to deal with these people again.

We're very sorry to hear about the experience you've had with your current Home Comfort Advisor. If given the opportunity, we would be happy to assign you a new HCA that will be able to provide you the level of service you expect. We place a major focus on being proactive in our communication with our customers so it is very disappointing to hear of your experience. I've been made aware of some of the complexities of your particular installation and I would appreciate the opportunity to make this right by putting you in contact with an advisor that will be able to help you navigate the process.

The technician made my wife cry during the appointment. He lied on the phone to the office while in my home and tried to charge us for work we did ourselves. Absolutely do NOT use Shines energy for anything. They are untrustworthy.

****, we want to start off by saying we are sorry this has been your experience with our team. We pride ourselves on customer care, so we are sorry you did not receive that service. We would like the opportunity to discuss your concerns further and make this right – please watch for a call from us. In the meantime, we can be reached at (902) 706-2251 if you have any other questions or concerns.

I called for a quote on the install of an electric water heater. the response was great, 2 gentlemen arrived at the scheduled time looked around and provided me with a quote immediately. Great first impression. I did a net search on the brand and model of the heater quoted and found it had very poor reviews. I called Shines sales department shortly after the visit and asked what other models they dealt with, not brand, models. The person on the phone said he was not able to answer that but would forward on via email to the another individual that could answer my question. Thinking they were busy and just forgot I called back the next afternoon hoping to catch someone with the knowledge but no. I then called back the next 2 afternoons and still no joy. It has been well over a week and they couldn't find time to answer 1 simple question. Sorry folks, how do I trust a company with completing any warranty work if they can't even take a second to answer a question. No Trust there, won't do business with this company. Too bad, as the initial contact was great. Must just be the Execs, * **** *** *** *** **********

Robert, we want to start off by saying we are sorry this has been your experience with our team. We pride ourselves on customer care, so we are sorry you did not receive that service. We would like the opportunity to discuss your concerns further and make this right – please watch for a call from us. In the meantime, we can be reached at (902) 706-2251 if you have any other questions or concerns.

The heat pump installation cost $1560 + tax and took 3 days. However, when I asked (although it was not suggested during installation) for the outdoor unit to be angled towards an open area, they charged an additional $820 (including labor costs of $125 per hour). The heat pump installation felt like a relay race, with each team arriving at their own time to do the work. Unfortunately, nobody bothered to test the system or provide a demonstration. I had to request a manual, which was eventually sent over email. Since nobody took the time to verify the system, the cooling wasn't working initially. I was asked to pay upfront, but after multiple calls, they fixed the issue (a faulty connection). The burden of proof was on me to demonstrate that they had done the installation incorrectly. The owner's comment was extremely racist, as they said, "since English is your second language," when I was trying to understand the additional $820 charge that wasn't provided upfront. This incident served as a wake-up call for me. It's no longer just about the money or the service; it's about how I am treated based on my color, language, and origin. I strongly advise avoiding this company at all costs. Initially, I thought of ignoring the situation, but it might be helpful for someone else to be aware of my experience with Shines.

11 months after the installation of your Lennox Mini Split Heat Pump, you contracted Shines Energy to move the outdoor unit of your heat pump system. We looked at what was involved for your request, told you that the cost to move your heat pump would be done at an hourly service rate of $125 / hour plus consumables. We estimated that the job would take up to 7 man hours to complete. This included disassembly, move the unit and then restart to factory specifications which constitutes a proper nitrogen leak check, a proper evacuation of the refrigerant system and then a full start-up. The bill came to $712.50 + tax. During our post service telephone conversation, you repeatedly said that you heard $25 / hour for labour instead of our rate of $125 / hr. You also mentioned you didn't know that we estimated the total cost to be around $900 +tax. We actually saved you 2 hours labour, and came in under the budget. You also said after the work was completed that you didn't understand our rates, multiple times. You claim that the original quote had an installation cost of $1560+tax. However this is not the case as this is the cost of the complicated electrical work which is separate from the cost of your heat pump. Obviously there is confusion here as to what we do and how much we charge to do it, and thus the dispute over paying your invoice. Shines Energy, many of its employees and myself personally have many people in our lives who have English as a second language. I live in a bilingual French / English home and I personally struggle with French as a second language. Many issues arise from misunderstandings over seemingly simple things. I was trying to be empathetic with you and in no way was the English as a second language comment a "racist" comment and it was never meant to be. As we were on the telephone I have no knowledge of your race, your color or origin. I am not racist, period. If you would like to take this offline to discuss I am open to a further conversation regarding racism and how Shines Energy and myself are in no way racist. We treat everyone fairly. Sandy Hines