Service Calls and Information

During normal business hours please call DMEA Energy Products at 1-877-687-3632 (1-877-OUR-DMEA).

After Hours Service Calls

If your GeoExchange system requires service afterhours, on a holiday, or during the weekend, here are some simple steps to ensure you remain comfortable.

Check to see if your thermostat is displaying the "auxiliary heat light is on/running" message. If it is and the system is still heating fine, don’t worry. That’s completely normal during the coldest winter months. Once air temps get closer to 0 degrees, a GeoExchange system by design will run it's auxiliary heat occasionally to supplement the loop and give it time to regenerate its' heat.

If your GeoExchange system isn’t producing any heat at all, follow these steps:

•  Check to see if your emergency/auxiliary heat is on. Every GeoExchange system has an auxiliary heat source that can be turned on manually  rom your thermostat. While it will be more costly to run in this mode, even during the coldest winter months it won’t cost more than approximately $15 - $20 per day. Turn on the auxiliary heat to ensure your home remains comfortable.

•  To turn on your auxiliary heat for package units (GeoExchange systems located inside the home - Genesis, Tranquility 20, Tranquility 27) locate the auxiliary heating function on your thermostat maked with either an "E", "EH", "EM" or "Emergency" label.

•  For older thermostats there is a slide bar that you move to that setting and the "E?" is printed right on the cover of the thermostat.  Slide the switch to that setting and the red "emergency" light will illuminate indicating the emergency heat has been activated.

•  For newer digital thermostats there are up/down and right/left arrows on them with a "set button" in the middle.  Along the bottom of the display they will set an option for "mode."  Use the right/left arrow to navigate over “mode” and then press the center "set button."  This will bring up the next menu. Use the up/down button to move to "Emergency."  Once on emergency, press the center "set button."  The entire screen will now illuminate in red light (it was blue prior to this) and the system is now in emergency heat mode.

•  For outdoor split  units (Paradigm, sits outside the house) the auxiliary heat source for this type of system is not electric, but rather whatever the original furnace used for fuel (i.e., natural gas or propane). All the thermostats used on these systems are of the "older type" that employs a slide switch for settings. Use the following method to put it into auxiliary heat mode:

•  For older thermostats there is a slide bar that you move to that setting and the "E?" is printed right on the cover of the thermostat.  Slide the switch to that setting, the red "emergency" light will illuminate and you now have emergency heat.  If your gas or propane furnace is working properly, when it turns on they will see a "green -- auxiliary" light illuminate when the system is running. It will turn off when the unit cycles off then back on when the unit begins running again. Note:  If your propane furnace refuses to work, you may simply be out of propane.

If none of the above measures work and it's an emergency, call DMEA's dispatch center at 1-877-687-3632 (1-877-OUR-DMEA) for assistance.