Energy Experts

Review: July 17th 2015 tech came out blew out heater and ac drains. Problem still there.July 20th another tech came out said drains hooked up backwards will get authorization from [redacted] . They never called back.I contacted [redacted] they said all authorized to repair on July 28th 2015. Called Energy Experts aug 13 2015 they said waiting approval. I called american home warranty aug 26th service logged complaint. Still no contact from Enegy Experts.Desired Settlement: Finish the job and billing adjustment on amount paid

Business

Response:

Response:This work order was sent to us by american home shield home warranty. We responded and cleared the primary condensate drain line, and collected the 100.00 service fee, required by [redacted]. Some time passed and the customer called back and complained the secondary drain was still draining. I sent a different tech, and he thought the drain lines were installed in reverse, by a previous contractor. As I have explained to Mr [redacted], we are a small family business, and after the second visit, we had a very close family member become ill, and eventually pass away. I contacted [redacted] and made them aware of this and also made them aware we would not be able to complete this in a timely manner. They stated they would transfer this to a different contractor for completion, with no additional service fee due. We assumed this was taken care of and finished. I am mailing a refund for 100.00, service fee collected, I have emailed mr [redacted] making him aware of this, and have apologized. I will also make sure this gets transferred to another contractor as well[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: Energy Experts came to work on air conditioner unit. I paid them $65 on a home warranty call. They were unable to fix the problem in the first few weeks, but contacted the mfg to determine the problem, which was a part. I contacted them again after waiting about 6 weeks to see if they had the part. They said they had just received the part, but did not have time to come out and install it. I called them again a few weeks later and they said they were still too busy. I called the installer direct after a couple more weeks and he said he would have the sxheduler contact me to setup a date. I never got a call back. I then made a couple of calls to the main number, but never could get an answer. This entier claim has been open since August 8th and today is January 15.Desired Settlement: Energy Experts contact me and schedule a date for them to come to my residence and install the necessary part. Otherwise, refund me the $65 and I will find another company.

Business

Response:

I sincerely apologize to [redacted], during this time period we had a close family member pass away. I would like to resolve this complaint by refunding the service fee. Thank You [redacted]

Review: Energy Experts is the worst company I have ever experienced.1) They installed the wrong size HVAC system.2) They installed the wrong unit illegally (not permitted, not to code, no title 24 certificate, which is required in CA).3) They installed the wrong unit illegally and to substandard measures. The plenum didn't line up to intake and out-flow so air circulated around before even entering the unit; they did not install a condenser line so water leaked under the unit soaking the untreated wood they used as supports for the unit; they did not replace any of the old gas and electrical lines (illegal); they did not install shut-off valves; they installed a heat pump thermostat for a HVAC unit, a heat pump thermostat does not control a HVAC unit properly.This is a SHORT list of the issues with their installation.When confronted about all the issues, they refused to do anything to make it right.Desired Settlement: Full refund of installation fees: $1,060.00Refund of thermostat cost they illegally removed from my home and replaced with a heat pump thermostat, which does not control a HVAC system: $64.48Refund for 2 service calls that were required for other contractors to come out to inspect and fix some of the issues with the installation: $144.95Total: $1,269.43

Business

Response:

Business has reviewed the customer complaint and would like to clarify a few things. This was a home warranty job and the unit was provided by [redacted]. The customer's existing unit was a 3 to unit. Business has signed invoices from her acknowledging the model number and size of her old unit. Business made the home warranty aware of consumer needs of a larger unit before the installation. Warranty company replied that they only replace like for like. In her complaint consumer states that there was no permit, which is incorrect. Business states that a permit was pulled but at one point was pending warranty company notification about the size of the unit. Business is willing to refund the customer the amount of $1269.43 with the condition that a signed release is provided to the before check is issued. Business will send out release form to the once consumer accepts proposal.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I will accept restitution in the amount of $1,269.43 by cashier's check mailed to: [redacted]. Please do not mail anything to [redacted]. I will sign a release form. Energy Experts (EE) rebuttal is not completely accurate:1) The home warranty had no record of EE notifying them of insufficient size.2) The substandard installation was riddled with problems that hindered performance as well as not being up to CA code.3) Permit was pulled and third party title 24 company notified 9 months after installation.4) Replacement thermostat was for a heat pump. I do not have a heat pump and the thermostat did not control my unit properly.Again, I will accept EE resolution proposal, however, I would like to make the Revdex.com aware of the points stated above.Thank you,[redacted]

Review: This company has poor communication and poor customer service skills. We had a scheduled appointment and if I had not made a follow up call I have no clue as to when I would of found out that things had changed as far as the appointment date and time. I escalated my call thru my Home Warranty company to try and resolve but they were unsuccessful until 7pm last night 07/14/2015. I would not recommend this company to anyone. POOR SERVICE AND POOR COMMUNICATION SKILLS.Desired Settlement: REFUND OF MY 65.00 SERVICE FEE

Business

Response:

This service fee is part of the agreement between the customer and their home warranty. Just like a copay for medical service. We will be happy to refund this to Mrs. [redacted]. However I would like to address her statement, We have no control over what the home warranty decides or does. Therefore the customer service is shouldered by the home warranty, not the contractor.The home warranties lack of communication is unfortunate and we apologize,

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I would would like the refund asap. Thank you.