Aesthetic Advancements

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowI reviewed the response you sent me and I clicked on 'reject' as part of their response message was truncated off Towards the bottom of the message it ended in the number '3" displayed with no further steps copy listed When clicking on reject I anticipated being able to explain why I was rejecting the response but wasn't given that opportunityso I am sending you this emailI will call [redacted] at Focus on Energy today to tell her that I will complete and send in our application to qualify for tier incentives When I last spoke with her she told me very clearly that it would be a waste of my time to do so as it would not be considered as their policy was to 'never' readdress a customers request for incentives once they had been processedIf she would have allowed me to submit my corrected application after first talking with her there would have been no need to file a complaint or to speak with all of the support organizations to obtain that opportunityThank You for helping us to get our complaint heard and for helping us to be given the opportunity to reapplySincerely, [redacted] ***

The partial refund from FOE is unacceptable because, as previously stated, they did not improve the temperature or the comfort in the sunroom as they were hired to do, as they promised to do. I attached an email previously that I had sent to Brian ** (who was sent here by FOE to assess the house and prepare a report for the trade allies to follow) telling him of my concern that the hole was put in the basement wall by their [redacted] and there was no change in the sunroom. I also attached his response which said that if I completed all the recommended measures he had prescribed, I would see improvement in temp and comfort. Again, all recommended measures were completed by FOE trade allies and paid for by me and there was NO improvement in the sunroom at all. Additionally Keith ** of FOE, an expert in thermodynamics per FOE and their trade allies, said that the work prescribed by FOE and completed by their trade allies made the condition in the sunroom worse because the house is even more insulated than it was and therefore the furnace is called on less frequently so the room sits without heat longer and is therefore going to get colder. This [redacted] person at FOE and Karl ** both keep dismissing the fact that they were hired to improve the sunroom and failed. The right thing to do is to issue a full reimbursement since Karl ** feels I need to hire a HVAC company since FOE failed. Not once has FOE addressed this fact. They won't be able to continue dismissing it once this goes [redacted], and that is exactly where it is going if they continue to refuse to issue a full refund. They can then pay my legal expenses too as well as theirs. FOE should be ashamed of how they took advantage of me. FOE is now on the radar of many consumer agencies. One such agency told me yesterday that they would never do business with FOE, and NOT because they made a promise to fix the sunroom problem and failed, but because they failed and refused to issue a full refund. She said that a reputable company cares about it's reputation and does the right thing when there is a problem. FOE continues to state that they save people money and energy-well FOE ripped me off. They took my money and didn't fix my problem. Shame on FOE. Do the right thing. Issue a full refund asap.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Thank You Kim and Paul for both your understanding and help in resolving my complaint.
[redacted]

After reading the letter, it appears the complainant ([redacted]) was unable to access the full response provided by Focus on Energy to initial complaint, which is disappointing.   It is my understanding the complainant did complete the necessary income qualified application and has qualified for the higher incentive.  Focus on Energy is in the process of paying the higher incentive, minus the incentive the complainant already received (please see email below).  The complainant should receive the larger incentive by check, within the next six to eight weeks and has been contacted by Focus on Energy.    I believe the complaint has been resolved and Mr. Weber is satisfied.  Please let me know if you need anything else from Focus on Energy to close out this complaint.Thank you, [redacted]
Focus on Energy – Residential Portfolio ManagerEnvironmental & Infrastructure GroupTel: +1 608 230 7024Cell: +1 608 395 9557Fax: +1 608 230 [email protected]

Thank you for contacting Focus on
Energy with regard to the customer complaint with the assigned ID of [redacted], follow-up letter dated April
24, 2017. It appears that the customer’s
April 24, 2017 response to our offer is identical to the customer’s April 19,
2017 response.  Our perspective and offer
have not changed.  Focus on Energy has
responded to this complaint in a thoughtful and professional manner that
follows policies and procedures that have satisfied thousands of Wisconsin
energy users.  In an effort to resolve
the complaint, Focus on Energy will continue to offer the prior partial refund,
under the condition the issue is brought to a close, if accepted by the
customer by April 30, 2017.  We appreciate the opportunity to work and maintain good
standing with the Revdex.com.

After reading the letter, it appears the complainant ([redacted]) was unable to access the full response provided by Focus on Energy to initial complaint, which is disappointing.   It is my understanding the complainant did complete the necessary income qualified application and has qualified for the higher incentive.  Focus on Energy is in the process of paying the higher incentive, minus the incentive the complainant already received (please see email below).  The complainant should receive the larger incentive by check, within the next six to eight weeks and has been contacted by Focus on Energy.   
 
I believe the complaint has been resolved and Mr. Weber is satisfied.  Please let me know if you need anything else from Focus on Energy to close out this complaint.
Thank you,
 
[redacted]
Focus on Energy – Residential Portfolio Manager
Environmental & Infrastructure Group
Tel: +1 608 230 7024
Cell: +1 608 395 9557
Fax: +1 608 230 7035
[email protected]

Thank you for contacting Focus on Energy regarding the complaint (ID [redacted]) submitted on July 22, 2016; by [redacted]. We have reviewed the Customer’s Statement of the Problem and have provided the following response. CB&I and Focus on Energy respectfully disagree with the assertion that...

Focus on Energy “intentionally lures customers into purchasing more expensive, higher efficiency systems.” Focus on Energy’s mission is to empower the people and businesses of Wisconsin to make smart energy decisions with enduring economic benefits. Our intention is not to confuse or complicate a process, but rather to assist customers when making energy efficiency and renewable energy improvements. Mr. Weber is correct in highlighting the steps “How do I get incentives for my new equipment,1 ” which include: (1) There are two incentive tiers: standard tier 1 and tier 2 for income-eligible customers. See if you qualify for tier 2 incentives. (2) Purchase equipment from the pre-qualified equipment list. Equipment lists can be found in the support documents section below. Find a Trade Ally to install qualifying equipment. (3) Apply online or submit your Heating and Cooling Incentive Application and required supporting documentation within 60 days of installation. (4) Allow 8 to 10 weeks to receive your incentive check in the mail. Mr. Weber did not fully complete Step 1 - “See if you qualify for Tier 2 incentives.” The first action is to look at the chart (2016 State Median Income (SMI) Chart). The chart shows two different ways to qualify for an increased incentive: annual income below 80% state median income or past three-months of income is below 80% state median income, both depend on household size. To complete this step, a customer is required to download and complete a tier 2 “income eligibility application” (right above the chart) – (see screenshot of Focus on Energy website – below). Focus on Energy also provides a second downloadable document, the “income eligibility application guidelines” (also above the chart) which describes the application process in greater detail. 1 Focus on Energy Heating and Cooling Improvements: https://focusonenergy.com/residential/efficient-productsappliances/residential-r...⇄ Focus on Energy requires a customer to pre-qualify for a tier 2 incentive (prior to starting a project). The customer must submit a tier 2 income eligibility application with the supporting income documentation. Once the review is complete and the determination is made that customer meets the qualification, Focus on Energy sends the customer a letter he or she can use to demonstrate their qualification for a tier 2 incentive. Simply by showing the letter to a Focus on Energy to a Trade Ally (contractor), the customer lets the Trade Ally know the customer is qualified for the higher incentive (tier 2). The approval letter does not contain financial information about the homeowner, so there should be no privacy concerns with sharing the letter with a Trade Ally. Without the tier 2 qualification letter, the Trade Ally would assume Mr. Weber was applying for tier 1 incentive and complete the paperwork (which was done in this instance). It appears there was some confusion regarding the “tier 2 income qualification application” and an “incentive application.” The incentive application can be completed by the homeowner or Trade Ally. Many Trade Allies complete the incentive application as a service to their customer, gathering information such as model and serial numbers from the installed equipment and submitting the incentive application to Focus on Energy on the customer’s behalf. The incentive application provides Focus on Energy with the project detail allowing Focus on Energy to measure and claim energy savings. 2 Focus on Energy maintains detailed notes of customer contact. Below are the notes regarding contact with Mr. Weber: (6/22/16) Mr. Weber contacted the Focus on Energy Call Center and asked why his incentive check was $500 less than he was expecting. He was told by our Call Center staff member he signed the application for Tier 1. He was not happy and wanted this elevated to a supervisor. (6/24/16) The Call Center Supervisor, Anna, contacted Mr. Weber. Anna reiterated he had signed the (Incentive) application noting he was applying for Tier 1. He asked to have his phone call elevated to someone higher. (6/27/16) Anna briefed both [redacted] (Senior Program Manager) and Karl (Trade Ally Manager) regarding her contact with Mr. Weber. The outcome was to follow Focus on Energy policy and deny Mr. Weber a Tier 2 incentive, because Mr. Weber has not submitted an income eligibility application. (6/27/16) [redacted] called Mr. Weber and provided an opportunity for Mr. Weber to explain the situation from his point-of-view. Mr. Weber mentioned ‘contract fraud” and stated that Four Seasons (Trade Ally) amended the application to include an A/C unit, which entitled him to a larger incentive, without his permission. Mr. Weber wanted to know how he could get a Tier 2 incentive. [redacted] explained the Tier 2 application has to be submitted prior to or at the time of the purchase and installation of equipment. Mr. Weber wanted to know who he needed to talk to so the procedure could be pushed aside. Mr. Weber also mentioned he had been ill and needed the money to pay for the more expensive furnace he chose. Mr. Weber mentioned suing Four Seasons in small claims court. [redacted] read the disclaimer on the application, above Mr. Weber’s signature and Mr. Weber admitted he did not read it, he “just signed it.” Mr. Weber called back (same day – 6/27/16) after speaking with Four Seasons. Mr. Weber told [redacted] he had been cheated out of his Tier 2 incentive because he fell through the cracks and “this could be a class action lawsuit.” Mr. Weber wondered how many other people had the same experience. Mr. Weber talked about low customer satisfaction and said he is “not an ignorant person.” Mr. Weber asked about the PSC and asked who else he could talk to within the program. Result of Phone Conversations: Mr. Weber said he would apply for Tier 2 (complete the income eligibility application) so he could confirm he is entitled to the larger incentive. Mr. Weber asked [redacted] if he would qualify and [redacted] said Mr. Weber would have to submit an application with the supporting documents and go through the process. Mr. Weber said he was not sure he would qualify because of large assets. Revdex.com Complaint – Mr. Weber filed a complaint with the Revdex.com prior to Focus on Energy receiving a tier 2 Income Qualification Application. Focus on Energy has already agreed to accommodate Mr. Weber by allowing Mr. Weber to submit an income qualification application after his project has already been completed (which is typically not allowed). [redacted] and Anna explained the steps in an effort to help Mr. Weber. To this day (7/29/16), Focus on Energy has not received an income qualification application and supporting documentation from Mr. Weber. Submitting the application and receiving an approval is the only way Mr. Weber will be eligible to receive a tier 2 incentive over and above the incentive Mr. Weber already received from Focus on Energy. Focus on Energy will take no additional action until an income qualification application is received. Focus on Energy will pay the difference of a tier 1 to tier 2 incentive to Mr. Weber if he meets the qualification for the income eligibility. 3

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reviewed the response you sent me and I clicked on 'reject' as part of their response message was truncated off.  Towards the bottom of the message it ended in the number '3" displayed with no further steps copy listed.  When clicking on reject I anticipated being able to explain why I was rejecting the response but wasn't given that opportunity... so I am sending you this email.I will call [redacted] at Focus on Energy today to tell her that I will complete and send in our application to qualify for tier 2 incentives.  When I last spoke with her she told me very clearly that it would be a waste of my time to do so as it would not be considered as their policy was to 'never' readdress a customers request for incentives once they had been processed.If she would have allowed me to submit my corrected application after first talking with her there would have been no need to file a complaint or to speak with all of the support organizations to obtain that opportunity.Thank You for helping us to get our complaint heard and for helping us to be given the opportunity to reapply.Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I reviewed the response you sent me and I clicked on 'reject' as part of their response message was truncated off.  Towards the bottom of the message it ended in the number '3" displayed with no further steps copy listed.  When clicking on reject I anticipated being able to explain why I was rejecting the response but wasn't given that opportunity... so I am sending you this email.
I will call [redacted] at Focus on Energy today to tell her that I will complete and send in our application to qualify for tier 2 incentives.  When I last spoke with her she told me very clearly that it would be a waste of my time to do so as it would not be considered as their policy was to 'never' readdress a customers request for incentives once they had been processed.
If she would have allowed me to submit my corrected application after first talking with her there would have been no need to file a complaint or to speak with all of the support organizations to obtain that opportunity.
Thank You for helping us to get our complaint heard and for helping us to be given the opportunity to reapply.
Sincerely,
[redacted]