Dr. Energy Saver

[redacted] , I've forwarded this complaint to [redacted] ***, owner of [redacted] , which is the independently owned and operated company that was, and is no longer, a DrEnergy Saver dealer [redacted] has forwarded the information to his general manager to handle immediatelyThank you [redacted] President, DrEnergy Saver, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me My apologies for the high estimate of $8, I was combining all work that had been done and did not itemize Regards,

Initial Business Response /* (1000, 5, 2014/02/17) */
Contact Phone: XXX-XXX-XXXX
DrEnergy Saver was contracted to provide insulation services in the closet area described in the consumer's complaintSpray foam insulation does provide air sealing and increased R Value as presented to the
customer, which will reduce heat loss in the winter, and reduce heat gain in the summerInsulation does not provide supplemental heat to unheated areas such as a closetThe work that this customer purchased does exactly what insulation should do, retain heatWe are certain that the performance of the building envelope was improved through our work as promised
These buildings were built with water pipes running through exterior wallsThis design is susceptible to freezing pipes when the temperatures are consistently sub zero as they have been this winter, no matter how much insulation is installedThis is not an insulation failure or warranty issueThis is a plumbing and/or heating design issue and DrEnergy Saver was not hired for that workOur representatives state that they did not promise or guarantee that the pipes would never freezeThis "guarantee" is also not written in our contractWhen we tried to explain this to the customer, she insisted that the pipe freezing was our fault which it is not
As an act of goodwill, not as an admission of any wrong doing, we have reimbursed this customer for the labor as promised
Also, the customer did talk to an owner of the company after we received her letterIt was not the person she requested as he was not involved with this project
Our parent company has done thousands of jobs in the Chicago area over several decades and maintains a stellar customer service recordWe are committed to having every customer receive great value for their investment in our servicesWe feel that we have done everything we can to bring this issue to a fair and equitable resolution
We request that this case be closed and not be made public based on the facts as presented
Initial Consumer Rebuttal /* (3000, 8, 2014/02/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The filed complaint was on behalf of all three unitsOnce it was determined that the third unit had frozen pipes, the board decided not to burden the homeowners with the filing processThe board takes issue with the second paragraph where it states the freezing pipes were not a failure of DrEngery SaverWhen *** *** came out, the board was very clear that this had been an ongoing problem because the pipes were in the front wallDrEnergy Saver was specifically hired to fix this problemWhen *** first proposed the work that would be done, he said that the insulation that was going to be installed would completely seal out the cold airThat did not happenWhen the plumber opened the wall it was so cold that he could see his breath and could feel the cold air flowing through
The board also takes issue with the first paragraph in that the building envelope was not improved through the work promised regarding the two cold closets*** *** came out on November 15th with his thermal imaging camera to unit It was quite apparent from the variations in temperature that this solution had no impact
A check for $was sent by DrEnergy Saver for unit but no other checks were sent for units (***) and (***)Again, if the board knew that the company would not guarantee their work, they would have never been hiredThe check will not be cashed and will be returned to DrEnergy Saver if this issue does not get resolved for all three units
Final Business Response /* (4000, 10, 2014/03/05) */
Our first response already addresses the issues being raised, please reviewWe will attempt further clarification and are attaching copies of the actual contracts
We were contracted to provide insulationAs stated, insulation reduces heat loss and heat gain by slowing down the process, measured in R value of the insulationInsulation does not provide heatBasic physics shows that the temperature differential inside and outside of an insulated wall will always move towards balancing out, so when it is below zero outside, there is constant heat loss no matter how much insulation is appliedTherefore our contract states the intention of insulating these areas is to reduce heat loss, air infiltration, and help prevent pipe freezingWe cannot guarantee that a pipe will never freeze because we do not know what the owner of the building will do to provide heat, or keep the water moving in the pipesThe documents show that our employee was addressing the building's issues as described to him, however it is conjecture that we guaranteed that the pipes could never freeze
Regarding the thermal imaging, a thermal image shows differences in temperature from one point on a surface to anotherThe colors shown are a function of the settings on the cameraThey do not support the conclusions being drawnThere will almost always be variations in temperature across a wall surface due to many factors including outside temperature vs inside temperature at the time the thermal image is takenThis does not automatically mean that insulation was not properly installed
The work that was provided is as specified in the contractThe warranty is clearly statedWe feel that we have more than satisfied the terms of the contract, and this case should be closed
Final Consumer Response /* (4200, 12, 2014/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There has been no mention of labor reimbursement for units and which would address the original requestA new contractor has been hired to remedy the situation for unit The attorney for the association has asked that the new vendor take before and after pictures and provide a detailed report of the work done, in order to verify the work DrEnergy Saver performed and the additional work that had to be done to get this project to completionUntil this information is received by our lawyer from the new vendor, this complaint will remain open

Amount charged for area of concern (Laundry/Utility Room was $955.68) not $We met with home owner on October 9th and set revisit for additional work to be done at no charge to homeownerIt appeared that a drainage trench to the garage sump pump had not been kept clean and needed to be
reopenedWork is scheduled to be completed on October 29, the earliest that was available to homeowner

January 29, 2:pm Left message for ** *** to call back to discuss problem and solutions

The only offer that was made to *** ***, was to come out and investigate his claimThe earliest acceptable date for him was Friday Feb
His complaint is that it is costing him more this year to heat, not taking into consideration that we have had record cold weather

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.
The company is planning to come back out next Friday which is past the deadline on the claim.  I would prefer to put this claim on hold until that date but did not have that option.  So for now, I decline the resolution of the company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.  My apologies for the high estimate of $8,000.  I was combining all work that had been done and did not itemize. 
Regards,

Review: In 2011, the previous owners of our house had this company install a crawlspace waterproofing system. In a company document ("Annual System Renewal") given to us by the former homeowners, it stated that having that service performed annually "guarantees the repair or replacement of any defective part of the included system". As the new homeowners, we contacted Dr. Energy to have them perform this annual service. On September 4, 2013, one of their technicians was at our house for what we expected to be thorough system maintenance. To the best of my knowledge, the employee did no maintenance whatsoever. As a matter of fact, the only thing that he did do was to turn the setting on the dehumidifier in the wrong direction, so that it ran non-stop until I went into the crawl space to reverse what he had done. The charge was $159.00 (no receipt was issued).

On September 24, 2013 (after they had finally cashed our check), I wrote a letter to [redacted] President of Dr. Energy Saver Delmarva, stating the above facts. I asked for a statement of what work was supposedly performed, and a refund of a good portion of the amount paid. Shortly thereafter, we received a paid receipt that said "Annual System Renewal as follows" and the rest is blank. That is exactly my point - they did nothing.Desired Settlement: Refund $150.00

Business

Response:

This has been resolved to the homeowners satisfaction.

[redacted] was not our original customer. He just purchased the home and was not told by the previous homeowner about the service he was getting.

[redacted] was sent additional information describing what we did. That seemed to satisfy him.

Because of the confusion, we will be doing the 2014 service free of charge. We did not refund any money for work performed.

Consumer

Response:

With regards to the statement "[redacted] was sent additional information describing what we did."...to this date, I have never received that information.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me, but would still like to receive the documentation that was promised.

Review: I live in an old and very drafty house. I hired Dr Energy Saver to come in and fix some of the issues that I was encountering. Specifically they said that they could reduce our overall energy costs and the house would be less drafty and the back rooms (bathroom and laundry room) would be warmer. They made all the recommendations to have these issues fixed and I went with what they suggested. The specific issues they worked are appended at the bottom. The total cost of this work was $2841. These services were not tested until this winter as the weather was just not cold enough. The house itself after the services is no different then it was before the service. The house is just as drafty and if anything our energy costs have increased. The back rooms are so cold that you can not even walk back there barefooted. One of the specific tasks they were supposed to have completed was to weather strip all the doors. They were unable to get this completed and just ended up leaving a roll of weather stripping for us to complete on our own. They sprayed blue expanding foam all over the basement and really made a mess of the basement. I sent David Lawson (co-owner) an email about my complaints and dissatisfaction with the services and have not heard any response from him. David was the technician who quoted and recommended the scope of work and did not even follow up to make sure everything was completed to my satisfaction.

** Block Vents From Inside

Block Vents From Inside With 4" SilverGlo Rigid Foam.

$100

** Sq ft CleanSpace crawl space encapsulation with Drainage Matting

Install CleanSpace (20 Mil 7 Layer) crawl space encapsulation system to isolate the house from

the earth - with CleanSpace Drainage matting on floor of crawl space under CleanSpace system.

$1,543

** Ln ft Insulate and Air seal 8" Rim Joist

Insulate and Air seal rim joist/sill plate in basement or crawl space.

$983

** Weatherstrip door

Install new weatherstripping around door.

$35

** Ln ft Water pipe insulation

Insulate existing accessable water pipes with 1/2'' foam wrap.

$180

$2,841 Total for Reduce Drafts / Make Floors Warmer on 1st Floor: $2,841Desired Settlement: I want a refund for the services that were provided. It even says on the quote: Total for Reduce Drafts / Make Floors Warmer on 1st Floor neither on which was accomplished.

Business

Response:

January 29, 2014 2:05 pm Left message for [redacted] to call back to discuss problem and solutions.

Consumer

Response:

Review: We had a $8,000 renovation on crawl space and utility room sump pump and drainage. WE have water coming up in the utility room where they put in the new sump pump. I have contacted Dr. Energy Saver twice. The first time they say they have no one to address the issue but they will be in touch. Since then, we have had water come in with every significant rainfall. That was well over 8 weeks ago.

We should still be under warranty and would like to have the job completed.Desired Settlement: to diagnose and correct the sump pump issue the Dr Energy Saver had put in so that the water does not come in the house.

Business

Response:

Amount charged for area of concern (Laundry/Utility Room was $955.68) not $8000. We met with home owner on October 9th and set revisit for additional work to be done at no charge to homeowner. It appeared that a drainage trench to the garage sump pump had not been kept clean and needed to be reopened. Work is scheduled to be completed on October 29, the earliest that was available to homeowner.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. My apologies for the high estimate of $8,000. I was combining all work that had been done and did not itemize.