Hi Daniel,

Thank you for reaching out. When we spoke on the phone I informed you that our web interface was not working at apologised for that trouble, I have since spoken to the web developer and told him to just removed the interface because it doesnt work.

I also said we might be able to attend later that day, but we are not in the area and I will have to see how it goes, I tried calling on a friend to assist who lives in that area but he was also to busy.
As stated on my voicemail, if you cant get hold of me please do not leave a voicemail message but sms.

Im sorry you had a bad experience with us, but I am human, I dont get it right every time.

Thank you for your comments and I will try and do better next time, this is not the normative experience of our customers as our 5 star reviews will testify.

Hi Raelinem,
Thank you for the feedback. Firstly we are sorry you feel this has not been addressed in the manner you sought, however we would like to point out a few things.
We had no correspondence with you when incident occurred directly. We were informed by the insurance builder and once again attended as soon as we were informed.
We also note that it was over a year between installation and occurrence of condensate drain malfunction.
Heath, whom attended on our behalf, pointed out to you the condensate drain had in fact come away, moreover it had to be repaired as it had broken off the attachment to the condensate drain. IF this was never connected, there would have been water damage from day one, not a year later. We have seen and fixed a lot of drains and the only way a drain can break away from the spigot join is it undue stress is put on the connection.
We are not trying to shirk responsibility, for if that was the case we would not have re-attended. As there is no contact phone number or identifying address in this comment thread, once again I can only apologise if it was due to one of our tradesmen.

My air conditioner was not put in12 months ago. It was June last year. We did not use the air conditioner until just before Xmas as we had not had any warm weather. We did use the heating when it was first put in and it didnt leak as far as we were aware. I did not contact you directly as this was an insurance claim so I contacted the insurance company directly. They said it would still be covered under the original claim. You mention something about undue stress n the connection. How would that happen. No one has been in the roof so not sure how this would happen. Power Partners advised that they contacted you again after the second leak and I was advised that you were unwilling to come out due to a staff shortage. The young man that came out this year was from your company. My understanding is he used heaps and heaps of silicon in the roof to try to repair the leak and this method should not have been used. I should never have been put in this situation. Someone from your company should have come out again after the second leak.

Hi Raelinem, whole heartedly agree someone should have come out again. According to our correspondence from power partners we only ever received one request for re-attendance, so I apologies if there was a secondary leak we were not aware of.
As a policy we have never and would never not re-attended for any reason and if you were informed we suggested this than I once again apologise, that is not of our making. We did not receive a phone call informing us AND if we would have we would most definitely re-attended.
Once again, I apologise for any difficulties or grievances we have caused, non of which by our tradesman would have been maliciously intended.
If you have anything you would like to discuss my email is [email protected]

Thanks for that! Greatly appreciated

As stated previously to you via email, we were more than happy to pay for damages even though you have left out the majoraty of the information on your tarnishing recommendation. And that is
1. We installed a changeover heater in your roof cavity when it was raining heavily and on the night there was no leaks,
2. There was a manufacturing issue which required the manufacturer to attend and fix an unrelated noise issue emitting from the fan motor area, which was a warranty manufacturer issue. Which they attended well and truely after we had finished on site at a later date.
3. This noise was not evident until we left your premises (you called us at 9pm which we answered) and we reattended the next day to investigate and find cause (which was mentioned above)
4. Six months later there is a leak which you are claiming we are responsible for while others (manufacturers service agent) have worked on this since we left (which means they would have to strip the heater apart to fix the issue), when as stated to you in an email, we were not the last to touch the effected area, and yet you are certain it was us who is at fault by my apprentice (who is a fourth year and I was working with, and you were very happy with on the night we worked till 830pm which was the same day we attended when you called after we finished off another job).
Once again I offered to meet you halfway by paying for your insurance claim as I said as those who followed us may have caused the damage (6 months later mind you when you contacted us) but we could not be sure as to this day we do not believe we are responsible, however we believed this was the fairest measure to which I sent in the email by all rights you shouldnt have to foot the bill for something in which you are ultimately not responsinle for. It is either myself or the manufacturer, however 6 months is a long time to get your leak on your roof after we have left...
I am not perfect and I dont claim to be, however your acidic measures and lack of response to the email I sent to you two says ago is obvious by your no response to the email.
We thank you for your communication and your telling of the full picture...

Thanks so much Nick for the opportunity to work with and for you! Was super excited about your job and can't believe you had that horrendous run with poor tradesman!!!

Thanks once again guys! Appreciate the feedback and support!