Energy 1st Exteriors

We contracted with them to install two new patio doors on our home. My husband and I were quite specific with the salesperson that we wanted a bronze tint, that this was more important to us, since we wanted to match our current windows, than the effect it would have on reducing the effectiveness of the low-e windows. We also asked for blinds to be put into one of the windows. ON THE DAY of installation, as they removed the back door to my house, I looked at the doors on the truck and said to the installer and salesperson -- those don't look bronze? He said it was the lighting outside. As the placed my door next to the new door it was quite obvious they were not anything close to being bronze. I suggested we call the office, and the salesperson THEN informs me that they could not be in bronze because of the blinds in the window (NOT INFORMED WHEN WE SIGNED THE CONTRACT). Nor was the other door without the blinds in bronze. In addition, the door with the blinds, has now a 22" opening to the outside. I lost close to 6" in the opening. AGAIN, not informed at all during the contract signing that installing blinds IN the window would affect the door size opening. If you measure 22" that is not much of an opening for most people! We now go out sideways from our house. When I called the office, several times, to try to discuss the matter -- the owner said to "calm down" and we will meet next week to review. He also said -- "if you think you are getting two new doors, that just won't happen" but I will give you a deal on your windows. He didn't show up for the first appointment on Wednesday at 8:30am. I called and he rescheduled to Friday at 8:30am... and guess what -- NO SHOW AGAIN -- not even a phone call back. These doors cost a lot of money -- and he blames me for not knowing the code on the contract. THEY NEED TO TRAIN THEIR SALESPEOPLE TO BETTER INFORM THE CONSUMER BEFORE PURCHASES ARE MADE. I WOULD NOT RECOMMEND THIS COMPANY.

[redacted]I apologize that you were not able to get all your questions answered in a timely manner.  It is always our policy to send out the paper warranty after the job completes.  You purchased four years ago so possibly we didn't send it by error or possibly you misplaced it. ...

Yes we do not carry [redacted] anymore BUT we still provide service for our clients who purchased this brand.  After reviewing your response we have no record in your file of you contacting us in April in regards to this matter.  I think there was some confusion on what outside sales representative means.  [redacted] is located in [redacted] so outside means outside of that state.  In this case [redacted] their representative lives in [redacted] and is the local representation for [redacted].  You mentioned you had tried to call [redacted] and they did not respond I'm sorry for that but I can not speak for them.You referenced in your response that you had something in writing referencing your warranty on the original sales contract.  After reviewing the original paperwork from 2010 you in fact do not have anything in writing from us in regards to this matter.  You also referenced that we asked how the glass was broken and that that might matter... That is a fair a legitimate question in regards to a service matter with broken glass.So lastly I have spoken with [redacted] and they are willing to provide the glass to replace your broken windows and we are willing to help you with that.  So we will be in touch with you on Monday to establish a plan.

[redacted], we have your windows and can install them.  We have been trying to connect with your realtor.  I will reach out to you and get your job scheduled.  Sorry for the inconvenience.

Hi
We apologize for the doors not being correct on the first order.  I know we have expedited the re order of the doors and are doing everything in our power to get the problem corrected as quickly as possible.  We will continue to work with the customer to complete the...

contract as agreed.

Mr. [redacted]This was a complete oversight on our part.  We will reach out to you and get you your refunded deposit.  We apologize for any inconvenience this may have caused you.

We are having a tough time getting Energy 1st to step up and finish a project. They have cancelled, claimed to have the wrong window, blamed the salesman, etc. without owning up and COMMUNICATING. Multiple calls to the owner, [redacted], have gone unanswered. VERY disappointed in this process and will NEVER use them again.

ENERGY 1st EXTERIORS (Chandler) is not recommended by this dissatisfied customer: I decided it was time to replace the entrance to my 1964 townhome. I wanted to get a number of quotes and first called Energy 1st Exteriors in early-April 2014 for an initial quote. The sales representative came to my home the evening of April 9th. He was very friendly/personable, showed me construction samples from the trunk of his vehicle, and explained why I should consider ThermaTru doors. When I told him I wanted a door with a window(s) to brighten that area, he really only recommended one (1) door in particular which just had two (2) one-panel windows. Of course, he wanted to make a sale that evening, and although personable, it was an experience of nothing but high pressure sales. The cost came in very high, but he chipped away at the bottom line until we both reach a comfortable sale price. Afterwards, I regretted not shopping around. Since I was paying a high-end price, I really wanted a door with larger windows (rather than two one-panel windows). I went to the showroom on 04-14-14 to discuss the order, looked at other doors, and changed my order to a door I preferred. I was initially told the order would take about two (2) weeks to complete since the ThermaTru manufacturer is located in Phoenix. The order change cost an additional $67 upgrade. Fine! After five (5) weeks, the door was installed on 05-28. The crew of two (2) was very professional and helpful, BUT, the trim around one of the windows is warped on all four corners (bowed out) on both the interior and exterior. It needed to be repaired/replaced. Customer Service acted immediately. I was informed the manufacturer stated it was a common issue, and we scheduled the repair for 06-05. The Energy 1st serviceman was unable to repair the warped window framing (as I suspected), and a new window kit was needed. I was assured that since the manufacturer is in Phoenix, it would only take a week, or so, to complete the job. I already had a painter scheduled for the finish who had to be rescheduled. Interesting: high end costs for a fiberglass door and no finishing included in the price. I rescheduled the painter to stain/finish the door for two weeks later, and I was then informed the replacement window kit will not be available until 07/11, possibly sooner. On July 15th, at 6am, the installer came to repair the door, and he was given the wrong parts. He then assured me the manufacturer is located in West Phoenix, and the correct parts can be shipped overnight. Later in the day, I called customer service since I did not hear from the company. They then told me it will take an addition 4-6 weeks for the correct parts to arrive, which means the door will not be completed until late-August or early-September. This company's business plan is based upon "Customer Deception" rather than "Customer Service!" High-end costs for low-end service! Although the manufacturing plant is located in West Phoenix, I believe their parts are manufactured in China! At this point, it will be ANOTHER MONTH for the installation of this new door to be completed with no guarantee the replacement window package will resolve the issue. Considering the overall costs and inconvenience involved, there is no compensation, of course. I'm sure the matter is frustrating for Energy 1st Customer Service as well as they deal with a manufacturer that provides defective, low-quality merchandise for which Energy 1st Exteriors deceives customoers into believing they are providing a high quality product, at high-end prices. My experience was one of having to deal with a high pressure sales' person trained in the excellence of "customer deception!" and serious untimeliness in resolving an issue. This project began with a call to Energy 1st in early April, and I'm hoping the installation will be completed by early-September after a summer of weathering on an unfinished door! I would have been better off purchasing a higher-end door at [redacted]' or [redacted]t and having a private installer complete the project -- Start to finish in a week! When I became upset with the Customer Service reprsentative, I told her I should be given some level of compensation for the terrible product and service I have received. She merely apologized that it was a manufacturing issue, and not the responsibility of Energy 1st Exteriors. She simply repeated her apathetic apology statement over and over again in response to my questions until I simply hung up the phone. My suspicion is when the company returns in late-August or early-September, the matter will still not be resolved. Once again I'll be given some deceptive excuse. This company is a sham! [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Dear Revdex.com and [redacted], We received notice that our complaint had been resolved.  Unfortunately this is not the case and are really in the exact same position as when we started this process. Energy 1st referred us to [redacted] with [redacted] to resolve this issue indicating in the Revdex.com response they have confirmed that [redacted] is willing to provide the glass.  This does not appear to be the case.    Our experience with [redacted] was one in which he was clearly annoyed that we had been referred to him directly.   [redacted] then sent us a Warranty Inspection Form and referred us to a [redacted] with [redacted].  [redacted] advised us yesterday that he is unclear why [redacted] sent us an inspection form and that they would not be able to assist us with the windows or any glass replacement, that it would be costly to us for them to send a person out from [redacted] and recommended that we call alocal glass company (at a cost out of our own pocket). We have sent an email to [redacted] with [redacted] this morning asking him to respond in writing as to the foundation ofthe denial of our claim.  Energy 1st indicated that we do not have any paperwork from them.   We do have the original invoice and warranty as well as paper from [redacted] the salesperson.   On the follow up paperwork [redacted] changed our windows from [redacted] to [redacted] and noted all remained the same.   This included a lifetime warranty and full glass replacement base on the verbal agreement and conversation we had in our home, on the phone.  We obtained several window quotes prior to going with Energy 1st and chose their company based on the product and services offered as well as our experience with [redacted] who spent time in our home presenting these products and services. We respectfully request assistance with a resolution to this issue.  Regards,[redacted]

[redacted]I apologize that you were not able to get all your questions answered in a timely manner.  It is always our policy to send out the paper warranty after the job completes.  You purchased four years ago so possibly we didn't send it by error or possibly you misplaced it. ...

Yes we do not carry [redacted] anymore BUT we still provide service for our clients who purchased this brand.  After reviewing your response we have no record in your file of you contacting us in April in regards to this matter.  I think there was some confusion on what outside sales representative means.  [redacted] is located in [redacted] so outside means outside of that state.  In this case [redacted] their representative lives in [redacted] and is the local representation for [redacted].  You mentioned you had tried to call [redacted] and they did not respond I'm sorry for that but I can not speak for them.You referenced in your response that you had something in writing referencing your warranty on the original sales contract.  After reviewing the original paperwork from 2010 you in fact do not have anything in writing from us in regards to this matter.  You also referenced that we asked how the glass was broken and that that might matter... That is a fair a legitimate question in regards to a service matter with broken glass.So lastly I have spoken with [redacted] and they are willing to provide the glass to replace your broken windows and we are willing to help you with that.  So we will be in touch with you on Monday to establish a plan.

Hello,In regards to Mr. [redacted] complaint:  We have the required parts on order and are awaiting delivery.  As soon as materials needed are in hand, we will schedule an appointment to complete the service.  Sorry for the delay.  Please contact us if you have any...

further questions.Thank you

Hi There.  We have attempted to reach the homeowner multiple times since the complaint.  At this point the lady that answers his phone says he is out of town until February.  She has also said that she will pass along our message to Mr. [redacted] but at this point we have not heard from...

him.  We are ready, willing and able to come out and make any corrections that are necessary.  We are waiting to hear from him to schedule an appointment to make any necessary repairs.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution...

would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hi

We apologize for the doors not being correct on the first order.  I know we have expedited the re order of the doors and are doing everything in our power to get the problem corrected as quickly as possible.  We will continue to work with the customer to complete the...

contract as agreed.

I have reviewed the response made by the business in reference to complaint...

ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.    I originally filed my complaint against Energy 1st Exteriors LLC, with Revdex.com Arizona on March 17th 2015, and received this message from [redacted] (the Owner) through Revdex.com; Sent: 3/18/2015 11:54:34 AMFrom: [redacted]To: Revdex.comSubject:Respond to ComplaintMr. [redacted]This was a complete oversight on our part.  We will reach out to you and get you your refunded deposit.  We apologize for any inconvenience this may have caused you.       I was then asked by Revdex.com if this was acceptable to me, and I agreed. Since March 18th 2015 I have never heard from [redacted] or anyone else from Energy 1st Exteriors, either by a phone call, an email or in writing, nor have I received my full refund of $4404.00 or any part of it. I tried to be patient, and finally started calling His office at ###-###-#### on Monday March 30th, at 3pm and no one answered, so I had to leave a voice mail for Him to call me back. On Thursday April 2nd, I called again with the same results and my final calls were Monday & Tuesday 4/6 and 4/7 again with the same results.  Since Mr [redacted] refuses to honor His commitment of a full refund of $4404.00 to me, through Your Intercession, I am requesting that You re-open my Complaint File # [redacted] and take whatever action is necessary to make Mr [redacted] honor His agreement within a reasonable time frame.     I Thank You for all the help You have already rendered, and hope that You will be able to bring this matter to a successful conclusion for me. This stalling tactic has been going on since November 20th 2014, and the only reason I did not purse the matter much sooner was the fact that my Wife [redacted] was diagnosed with Breast Cancer and had surgery for a double mastectomy in early March, and since She also suffer with Multiple Sclerosis, all of my Attention has naturally been focused on Her well being. The amount of $4404.00 may not seem like a lot of money to many people but at our ages (65 for my wife,and 72 for me) and being retired with so many medical bills it is a very large amount to us.   I have attached copies of both contracts.Our Sincere Thanks,[redacted] & [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in...

reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I cannot consent to close the complaint within the 7 day period allowed for my response.  The business is scheduled to install the windows on April 22.  I will be pleased to close the complaint after I have verified the work has been completed.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]

[redacted]Why are you doing this? I have called you and left 3 voicemails and sent you 3 emails telling you I will help you.  Please call me directly at [redacted]...  [redacted]

This has been resolved.  When the customer filed this complaint we had already reached a verbal agreement.  We were able to work through any differences and everyone is happy now.