MacNaughton Builders

Response:
Dear Revdex.com, Our company is in the home energy performance business. We go into peoples homes and evaluate homes for problems such as cold rooms,...

drafty rooms or high utility bills. We find the cause of the problem, show the customer how to fix the problem and we give the customer a proposal to do the work. If it makes sense to them, they may hire us to do the work. This customer, [redacted] hired us to to do air sealing in his basement and attic, to install cellulose insulation and to install a new attic hatch cover. We worked there with a 4 man crew for 2 full days and finished all of the work except the attic hatch cover. [redacted] didn't like the style of hatch cover that we brought and requested an alternate style. He paid us in full for all of our work except for the hatch cover and we rescheduled a date to come back to install the new hatch cover. Shortly after, [redacted] called to say that we missed installing cellulose in a portion of his attic and that he was unhappy with some of the damming that we installed (Damming is the building of short walls in the attic to hold back the cellulose insulation from areas that it shouldn't be, such as around the attic hatch area). I told him not to be concerned, that all of our work is warrantied and that we would do whatever it takes to make him happy. That is our company policy, 100% happy customers. We agreed that I would come out to his home on the same day that we had scheduled to install the hatch cover and I would go over all of his concerns at that time. I went to his home on the day in question. I acknowledged that we missed installing cellulose in a portion of his attic and assured him that we fix that. I also addressed his concerns about the damming by having our crew adjust the dam design. After installing the new hatch and fixing the dams, our crew scheduled another day there later in the week to install the missing cellulose. On the day we went back to install the cellulose, [redacted] stopped us and brought up a new issue. He stated that the air sealing in his attic was not done to his satisfaction. I spoke with [redacted] on the phone that day again explaining that there was no need to worry, that all of our work is warrantied and that we would make him happy. Our crew left [redacted]'s home, per his request. I scheduled another personal visit to his home to inspect the deficient air sealing. When I went to his home, he refused to allow me into his attic to look at the work he claimed to be deficient. I again pointed out that our company policy was to make him happy, but how could I fix something that I wasn't allowed to see. They then informed me that I was fired. Shortly thereafter I sent them this certified letter which I have copied and pasted below. I have done everything in my power to make this customer happy. I still stand behind our work. Sincerely, Kirk MacNaughton, Manager DELIVERED BY CERTIFIED MAIL [redacted] February 7, 2014 [redacted], CT [redacted] Dear [redacted], I want to thank you for hiring us to do energy saving improvements to your home. As you know, on Friday, January 24, 2014, you stopped our crew from finishing the work in your attic because you wanted me to take a look at how some of the work was done. We agreed that I would come over to your home to inspect the attic work on Saturday, February 1, 2014. We also agreed that we come back on Friday, February 7, 2014, for a couple of hours in the morning, to finish up the last few things that we didn’t complete on January 24. When I came to your home on Saturday, February 1, you informed me that you did not want me to inspect the work done in your attic, nor did you want us to come back on Friday February 7 as scheduled. It wouldn’t be fair of us to charge you for the entire contract amount of $4,830.00, since there is still some minor work that is not complete. You have paid us $4,530 to date, leaving a remaining balance of $300.00. By my estimate, the work done under the contract is 95% complete. The $4,530 paid to date by you represents a payment of 93.8% of the contract amount. This amount is close enough to the 95% completed, so am willing apply a $300.00 credit to your account bringing your balance due to $0.00. I’m sorry that our relationship ended in this fashion. As you know, our work comes with a limited warranty. I’m sure that you will remember that time and again, I assured you that we are committed to making you happy and that we would do whatever it took to accomplish that. Now because you are unwilling to allow us back in your home to finish the work we will be unable to provide that customer satisfaction that is so important to us. Thanks again for letting us work in your home. I wish you and your wife the best of luck in the future with your growing family. I know your home will be substantially more comfortable and energy efficient than it was before we did our work. Sincerely, Kirk MacNaughton Manager
Sent on: 3/7/2014 10:48:54 AM

From our standpoint there are some inaccuracies in Mr. [redacted] complaint.
 
I have personally spoken with Mr. [redacted] and he has confirmed that we have fulfilled our obligations for the work to be done under our contract.
 
We agree with Mr....

[redacted]'s accounting that he was due a $1,000.00 refund.
 
A certified bank check in the amount of $1,000.00 has been hand delivered to Mrs. [redacted].
 
Since Mr. [redacted] stated that the $1,000.00 was his only concern, and since that concern has been satisfied, it is unnecessary  to further discuss the inaccuracies in his complaint.
 
We feel that this matter has been successfully resolved.
 
 
[redacted]
Manager

Review: On March 15,2014, I contracted MacNaughton Builders (doing business as Dr. Energy Savers)for some Insulation and air sealing work at my residence. The agreed upon price of their services was $7372.00. At the time the contract was signed, we gave them a deposit of $1000.00. Also, that same night, My wife and I were approved for financing of the project through a finance company they are affiliated with called [redacted] Located in [redacted]. We assumed this would be for the remaining balance due of $6372.00. However, this was not the case.About a month later, we realized that we had been overcharged. [redacted] had financed the full amount of $7372.00.When I brought this to the attention of McNaughton Builders (AKA Dr, Energy Savers) I was told they would look into it. Several days later, they (Dr, Energy Savers) confirmed this. Because the project had not been completed at this time, I was given the option of having the foreman bring a refund check to me when they came to complete the work, or they would mail a check to me.When they foreman and his co-worker arrived on the following Saturday May 3rd, 2014, they knew nothing about the refund check.After several attempts to collect this check and been given many excuses as to why I had not received the refund, I was told that the check had been returned to them by the U.S. Postal Service for insufficient postage. A representative of MacNaughton Builders personally drove the envelope to my residence on May 22,2014.Today, May 24, 2014, I decided to cash the check rather than deposit it into our account. I was informed by the teller of the Bank on which the account is held at, she could not cash this check. By law she could not give me the reason as to why.This transaction has been difficult throughout the entire process. The work took to long to complete as promised or in a timely fashion. It took 4 different attempts to finish the work correctly. Very dissatisfied with the entire experienceDesired Settlement: I would like MacNaughton Builders (D.B.A.- Dr. Energy Savers) to make good on the refund that is owed to me for the over-billing issue. I would now like a certified bank check in the amount of $1000.00 as soon as possible. That is all.

Business

Response:

From our standpoint there are some inaccuracies in Mr. [redacted] complaint.

Review: On January 7, 2014 signed contract with [redacted] saver dealer MacNaughton Builders toair seal attic including can light covers, insulate side walls in attic with 4" foam boards,blow-in 6" of cellulose to R60entire house and garage and spray foam Bay window rim joist.We were told by [redacted] the job would take two days. A $1600 downpayment was paid to [redacted] Saver. January 9th crew came to home and worked all day. We were told by foreman job would require one more day and they would be back tomorrow to finish. At the end of day two Jan.10th it was discovered by homeowner who went to assess the job that certain specifications that were part of the contract were not completed properly. Examples include scuttle hatch cover made improperly, silver-glo foam board only 2" thick, supposed to be 4" thick. Spoke with Kirk MacNaughton that evening and told homeowners that the job would be fixed and completed that night. When the crew left at 9 pm we were told that the job was complete and remaining balance of $2930 was paid to [redacted] Saver. On January 11th homeowner went to do further assessment of the job done and found more work not done to specifications of contract. Notified Kirk MacNaughton of findings and he assured us his crew would come out to fix these findings. On January 21, crew arrives to fix the job but realize they don't have a solution to fix the job. Homeowners told crew couldn't finish today because they had another job to go to and would have to come back another day.On January 24 crew arrived and started working to fix problems, but homeowner now finds air sealing not done to specification. Kirk MacNaughton notified and homeowners told crew not to proceed with job at this time as it was apparent the majority of the work had not been done as contracted. Met with Kirk MacNaughton on Feb 1 2014 to discuss that the crew was given additional two days to complete the job and most of it was not done. We requested a full refund and we were denied that request by Kirk MacNaughtonDesired Settlement: We would like a full refund of $4530.

Business

Response:

Response:

Dear Revdex.com, Our company is in the home energy performance business. We go into peoples homes and evaluate homes for problems such as cold rooms, drafty rooms or high utility bills. We find the cause of the problem, show the customer how to fix the problem and we give the customer a proposal to do the work. If it makes sense to them, they may hire us to do the work. This customer, [redacted] hired us to to do air sealing in his basement and attic, to install cellulose insulation and to install a new attic hatch cover. We worked there with a 4 man crew for 2 full days and finished all of the work except the attic hatch cover. [redacted] didn't like the style of hatch cover that we brought and requested an alternate style. He paid us in full for all of our work except for the hatch cover and we rescheduled a date to come back to install the new hatch cover. Shortly after, [redacted] called to say that we missed installing cellulose in a portion of his attic and that he was unhappy with some of the damming that we installed (Damming is the building of short walls in the attic to hold back the cellulose insulation from areas that it shouldn't be, such as around the attic hatch area). I told him not to be concerned, that all of our work is warrantied and that we would do whatever it takes to make him happy. That is our company policy, 100% happy customers. We agreed that I would come out to his home on the same day that we had scheduled to install the hatch cover and I would go over all of his concerns at that time. I went to his home on the day in question. I acknowledged that we missed installing cellulose in a portion of his attic and assured him that we fix that. I also addressed his concerns about the damming by having our crew adjust the dam design. After installing the new hatch and fixing the dams, our crew scheduled another day there later in the week to install the missing cellulose. On the day we went back to install the cellulose, [redacted] stopped us and brought up a new issue. He stated that the air sealing in his attic was not done to his satisfaction. I spoke with [redacted] on the phone that day again explaining that there was no need to worry, that all of our work is warrantied and that we would make him happy. Our crew left [redacted]'s home, per his request. I scheduled another personal visit to his home to inspect the deficient air sealing. When I went to his home, he refused to allow me into his attic to look at the work he claimed to be deficient. I again pointed out that our company policy was to make him happy, but how could I fix something that I wasn't allowed to see. They then informed me that I was fired. Shortly thereafter I sent them this certified letter which I have copied and pasted below. I have done everything in my power to make this customer happy. I still stand behind our work. Sincerely, Kirk MacNaughton, Manager DELIVERED BY CERTIFIED MAIL [redacted] February 7, 2014 [redacted], CT [redacted] Dear [redacted], I want to thank you for hiring us to do energy saving improvements to your home. As you know, on Friday, January 24, 2014, you stopped our crew from finishing the work in your attic because you wanted me to take a look at how some of the work was done. We agreed that I would come over to your home to inspect the attic work on Saturday, February 1, 2014. We also agreed that we come back on Friday, February 7, 2014, for a couple of hours in the morning, to finish up the last few things that we didn’t complete on January 24. When I came to your home on Saturday, February 1, you informed me that you did not want me to inspect the work done in your attic, nor did you want us to come back on Friday February 7 as scheduled. It wouldn’t be fair of us to charge you for the entire contract amount of $4,830.00, since there is still some minor work that is not complete. You have paid us $4,530 to date, leaving a remaining balance of $300.00. By my estimate, the work done under the contract is 95% complete. The $4,530 paid to date by you represents a payment of 93.8% of the contract amount. This amount is close enough to the 95% completed, so am willing apply a $300.00 credit to your account bringing your balance due to $0.00. I’m sorry that our relationship ended in this fashion. As you know, our work comes with a limited warranty. I’m sure that you will remember that time and again, I assured you that we are committed to making you happy and that we would do whatever it took to accomplish that. Now because you are unwilling to allow us back in your home to finish the work we will be unable to provide that customer satisfaction that is so important to us. Thanks again for letting us work in your home. I wish you and your wife the best of luck in the future with your growing family. I know your home will be substantially more comfortable and energy efficient than it was before we did our work. Sincerely, Kirk MacNaughton Manager

Sent on: 3/7/2014 10:48:54 AM