Energy Specialist Contracting

Initial Business Response / [redacted] (1000, 5, 2015/09/09) */ Contact Name and Title: [redacted] Owner Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com On 5/17/Mr [redacted] signed a contract with us for the installation of value window, he asked us to hold off on the windows until SeptWe ordered the windows on 9/17/from our supplier and they were delivered on 9/25/to Mr***'s home and installed on 9/26/ In the spring of Mr [redacted] phoned to say that the rain storm that had passed [redacted] the day before had caused several of the windows to leak in his mobile home, we sent our window installer [redacted] out to correct the problemAt that time [redacted] addressed the issue with resealing the windows with silicone and we had hoped that would solve his problem [redacted] had noticed that one side of the mobile home had no eves to stop the rain and it could cause a problem but we felt at the time that using silicone would solve the issueHowever once again after a heavy rain the one side without eves on his mobile home still leaked, [redacted] was contacted and he stated that he felt the only way to resolve this was to place some type of gutter on the roof line above these windows since there was no eve on the mobile homeWe approved this repair and [redacted] was sent out to repair it, as [redacted] was installing the gutter on that side of the home were there was no eve he noticed that the siding that was on his mobile home was lifting from the roof line causing a gap and that water was coming in through the siding, down the wall into his home [redacted] took pictures and showed him the problem and [redacted] then fixed this for himWhen the gutter was in place Mr [redacted] asked how much would it cost to do the entire mobile home because he felt his wife would not like it unless the gutters were around the entire mobile home; [redacted] contacted us and we authorized him to do the entire mobile home, because we wanted to make sure he was satisfied even though there was no leakage on any of these windowsWhen [redacted] completed the gutter Mr [redacted] was not happy that full length down spouts was not includedMr [redacted] asked [redacted] how much it would cost to install one; he then paid [redacted] $for the purchase of the full length down spout and installationThe next day Mr [redacted] phoned the General Manager Mr [redacted] and told him [redacted] had made him pay for the full length downspoutsThe $that he paid [redacted] for the purchase and installation of the down spouts was reimbursed to Mr [redacted] immediatelyMr [redacted] then asked for us to install gutters around his carportMr [redacted] stated that since the carport had no windows it had nothing to do with the window contract and that the company would not pay for those gutters; if he wanted gutters on his carport he could hire [redacted] to install them which Mr [redacted] did paying him $for material and labor I feel that we have addressed all issues when brought to our attention regarding the leaking windows, when we discovered that the problem was with the siding and not the windows, we still installed the gutters as promised and had our employee fix the siding even though it had nothing to do with the installation of the windows which is what he contracted us to doIt was our hope that we had resolved all issues back on Aug 25; however we stand ready, willing and able to correct any window problems he may have in the future Respectfully [redacted] Owner Energy Specialist Contracting Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There are some inaccuracies in the statement from Energy Specialist Contracting [redacted] did not come to our home when we first complained about leaky windowsIt was the person who originally installed themHe only put more caulk on them [redacted] came out the 2nd time and subsequent timesThe first time [redacted] came out he removed the windows in question and stated they had been installed poorly and showed us the shoddy workmanshipHe reinstalled and resealed themHe was very professional We thought the problem was solved until the next time it rained and the windows still leakedIt was at least a month before Mr [redacted] sent [redacted] out againHe resealed the windows again, including those of the windows that had not leakedThe same three windows have leaked again every time it has rained Last AugMr [redacted] came out himself to look at the windows and took picturesThe whole time he complained about how much it would cost to fix the problem, stating he'd probably have to put up awnings over the windows, costing $each Then [redacted] came out and decided that putting gutters over the windows would fix the problem and cost lessWe asked if he would put the gutters on the whole side where two of the leaky windows were and the ftwhere the third leaky window isHe said that would be another $No down spouts were installed at that timeMr [redacted] did reimburse us the $Gutters were not put on the entire house! When [redacted] came out to install the gutters, he noticed the siding had pulled away from the roof line and fixed that at the same time We then asked what he would charge to install down spouts on the gutters he had already installed as well as put a gutter on our car portHe said $He came back a week later and installed the down spouts on the house and the gutter on the car portWe paid him the $ Never in the past years has the roof or windows leakedWe decided to have energy efficient double paned windows installed and have had leaks in three windows since thenWe simply want windows that do not leak Final Business Response / [redacted] (4000, 12, 2015/10/01) */ I apologize for taking so long to get respond to this issue as it is important that we resolve this In response to Mr [redacted] and the outcome of this is "We simply want windows that don't leak"We have addressed all issues regarding the windows in question; this statement was sent to [redacted] Howard to confirm the statements made by Mr*** [redacted] has stated that the windows were never the problem, the problem was with his siding and when he shared pictures of this issue, Mr [redacted] had response to him was "I need to get on the guys that installed the siding for doing a poor job" [redacted] did confirm that the original installer had used caulk to install the windows which is something he never does because it can become brittle and does expand and allow for movement like silicone doesI cannot speak to the discussion that MrAtsa had with MrFinch regarding the fact that an awning might be the solution since MrFinch is our General Manager he was most liking giving ideas as to what might need to be done if the installers could not come up with some way of stopping the window leaks which is why the issue was given to [redacted] [redacted] had stated that he could not understand why those windows still leaked after they were sealed with silicone and had stated that a gutter on the area that did not have eves could be a solution since it would redirect the rain from running down the side of the houseIt was not until he climbed up to install the gutter that he realized that the roof and siding had separated which explained why the water was getting in the house running down between the siding and the wall and exiting around the widow area [redacted] has provided us pictures of the separation of the siding from the roof which he shared with Mr [redacted] the day he installed the gutterSince this complaint has been filed we have had two significant rain storms and to our knowledge the leakage has stopped since he has not contacted [redacted] or MrFinch regarding thisHe states that in the past years the roof and windows did not leak however Mr [redacted] from what he stated to [redacted] was that replaced the siding and you can clearly see in the pictures that the silicone bead that was placed between the roof and siding had separated which is what has caused this problemAgain we state that if his windows leak again we are ready, willing and able to correct any issues he has with his windows in the future [redacted] , owner Energy Specialist Contracting

Mr***, contact ESC regarding his HVAC system on or around Sunday June and left multiple messages, when the office opened on Monday June I contacted or HVAC installer that did his job at am and he was going to make contact to set an appointment to go see himThis happened to be in
the middle of the 1st heat wave of the summer and we were swamped with people wanted HVAC repairs on their systemsBeing that we did his unit on Aug 21, he would get priority over any jobs that were not ones we installedHowever, we did have several new jobs under contract that needed to be completed as well. *** contacted Mr*** and said he was in Big Bear doing a job and his response was “it is not hot up there you need to be here fixing my unit because it is so hot I am worried for the safety of my children.” *** sent one of his workers to see what was wrong and he felt it might be the TXV valve that had gone badHe tried to set an appointment for *** to go back and fix the issue but Mr*** said it was not good enough he wanted it fixed know. *** informed me of this and I reached out to other HVAC installers to see if they could go, but they were all stretch to the max with their own work and could not take on a sub job at the timeI informed Mr*** of this and he expressed unhappiness, he felt that he should be our first priority regardless and of the new contractsI asked him how he would feel if it was his new install and we left it to do someone else’s have way through the jobHe did not respond, he then said he felt that we should pay for a hotel for his family until it was resolved, I agreed that it was hot and that if he felt he needed to take them to a hotel that was his choice but that we would not pay for itHe stated that if his new car broke down the shop would give him a rental until it was fixed so we should do the sameAt this point we are ready willing and able to fix his unit and have reached out several times***I discovered today that he has had his unit fixed and has submitted a bill to for the repair to usWe will be taking care of that

I am rejecting this response because:
I might we willing to partially accept their offer. They say, and I quote "I discovered today that he has had his unit fixed and has submitted a bill to for the repair to us. We will be taking care of that." What do they mean when they say "we will be taking care of that"? Do they mean they will be paying the bill that I submitted in full? If so, I accept that part of the offer. The fact is, the conversations that they documented in their response did not take place all on the same day. These conversations took place over a three day period: from 6/19/2017 to 6/21/2017. During which time they refused to give me a date by which they would come by to fix the HVAC unit. They say that I was unwilling to accept their response that they had other customers. But what they fail to tell you is that they absolutely refused to give me a date at all by which they would be by to fix my unit, and by 6/22/2017 they absolutely refused to return any of my phone calls to schedule any repair. On 6/22/2017 I made repeated phone calls, left voice messages, texted them, and emailed them, all to the effect of demanding that they call me to schedule repair. They absolutely refused to take their obligations seriously, and basically abandoned the project. My unit broke on 6/16/2017. It was FINALLY repaired on 6/29/2017, almost two weeks later, after I had to go find another company to do the work since they were no longer responding to my phone calls! Now, since my repeated demands that they call me back went unanswered, I find it hilarious that they express surprise upon "learning" (on 07/26/2017, OVER A MONTH LATER!) that I had hired someone else to fix it. What do you think is going to happen if you abandon an HVAC project in the dead of summer when temperatures are over 108 degrees? Should you really be surprised to learn, after you refuse to call a customer back, that they went ahead and hired someone else to do the work?

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: [redacted] Owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@gmail.com
On 5/17/13 Mr. [redacted] signed a contract with us for the installation of 10 value window, he asked us to hold off on the windows until...

Sept. We ordered the windows on 9/17/13 from our supplier and they were delivered on 9/25/13 to Mr. [redacted]'s home and installed on 9/26/13.
In the spring of 2014 Mr. [redacted] phoned to say that the rain storm that had passed [redacted] the day before had caused several of the windows to leak in his mobile home, we sent our window installer [redacted] out to correct the problem. At that time [redacted] addressed the issue with resealing the windows with silicone and we had hoped that would solve his problem. [redacted] had noticed that one side of the mobile home had no eves to stop the rain and it could cause a problem but we felt at the time that using silicone would solve the issue. However once again after a heavy rain the one side without eves on his mobile home still leaked, [redacted] was contacted and he stated that he felt the only way to resolve this was to place some type of gutter on the roof line above these windows since there was no eve on the mobile home. We approved this repair and [redacted] was sent out to repair it, as [redacted] was installing the gutter on that side of the home were there was no eve he noticed that the siding that was on his mobile home was lifting from the roof line causing a gap and that water was coming in through the siding, down the wall into his home. [redacted] took pictures and showed him the problem and [redacted] then fixed this for him. When the gutter was in place Mr. [redacted] asked how much would it cost to do the entire mobile home because he felt his wife would not like it unless the gutters were around the entire mobile home; [redacted] contacted us and we authorized him to do the entire mobile home, because we wanted to make sure he was satisfied even though there was no leakage on any of these windows. When [redacted] completed the gutter Mr. [redacted] was not happy that full length down spouts was not included. Mr. [redacted] asked [redacted] how much it would cost to install one; he then paid [redacted] $100 for the purchase of the full length down spout and installation. The next day Mr. [redacted] phoned the General Manager Mr. [redacted] and told him [redacted] had made him pay for the full length downspouts. The $100 that he paid [redacted] for the purchase and installation of the down spouts was reimbursed to Mr. [redacted] immediately. Mr. [redacted] then asked for us to install gutters around his carport. Mr. [redacted] stated that since the carport had no windows it had nothing to do with the window contract and that the company would not pay for those gutters; if he wanted gutters on his carport he could hire [redacted] to install them which Mr. [redacted] did paying him $200 for material and labor.
I feel that we have addressed all issues when brought to our attention regarding the leaking windows, when we discovered that the problem was with the siding and not the windows, we still installed the gutters as promised and had our employee fix the siding even though it had nothing to do with the installation of the windows which is what he contracted us to do. It was our hope that we had resolved all issues back on Aug 25; however we stand ready, willing and able to correct any window problems he may have in the future.
Respectfully
[redacted] Owner
Energy Specialist Contracting
Initial Consumer Rebuttal /* (3000, 8, 2015/09/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There are some inaccuracies in the statement from Energy Specialist Contracting.
[redacted] did not come to our home when we first complained about leaky windows. It was the person who originally installed them. He only put more caulk on them.
[redacted] came out the 2nd time and subsequent times. The first time [redacted] came out he removed the windows in question and stated they had been installed poorly and showed us the shoddy workmanship. He reinstalled and resealed them. He was very professional.
We thought the problem was solved until the next time it rained and the windows still leaked. It was at least a month before Mr. [redacted] sent [redacted] out again. He resealed the windows again, including those of the windows that had not leaked. The same three windows have leaked again every time it has rained.
Last Aug. Mr. [redacted] came out himself to look at the windows and took pictures. The whole time he complained about how much it would cost to fix the problem, stating he'd probably have to put up awnings over the windows, costing $600 each.
Then [redacted] came out and decided that putting gutters over the windows would fix the problem and cost less. We asked if he would put the gutters on the whole side where two of the leaky windows were and the 15 ft. where the third leaky window is. He said that would be another $100. No down spouts were installed at that time. Mr. [redacted] did reimburse us the $100. Gutters were not put on the entire house!
When [redacted] came out to install the gutters, he noticed the siding had pulled away from the roof line and fixed that at the same time.
We then asked what he would charge to install down spouts on the gutters he had already installed as well as put a gutter on our car port. He said $200. He came back a week later and installed the down spouts on the house and the gutter on the car port. We paid him the $200.
Never in the past 35 years has the roof or windows leaked. We decided to have energy efficient double paned windows installed and have had leaks in three windows since then. We simply want windows that do not leak.
Final Business Response /* (4000, 12, 2015/10/01) */
I apologize for taking so long to get respond to this issue as it is important that we resolve this.
In response to Mr. [redacted] and the outcome of this is "We simply want windows that don't leak". We have addressed all issues regarding the windows in question; this statement was sent to [redacted] Howard to confirm the statements made by Mr. [redacted]. [redacted] has stated that the windows were never the problem, the problem was with his siding and when he shared pictures of this issue, Mr. [redacted] had response to him was "I need to get on the guys that installed the siding for doing a poor job". [redacted] did confirm that the original installer had used caulk to install the windows which is something he never does because it can become brittle and does expand and allow for movement like silicone does. I cannot speak to the discussion that Mr. Atsa had with Mr. Finch regarding the fact that an awning might be the solution since Mr. Finch is our General Manager he was most liking giving ideas as to what might need to be done if the installers could not come up with some way of stopping the window leaks which is why the issue was given to [redacted]. [redacted] had stated that he could not understand why those windows still leaked after they were sealed with silicone and had stated that a gutter on the area that did not have eves could be a solution since it would redirect the rain from running down the side of the house. It was not until he climbed up to install the gutter that he realized that the roof and siding had separated which explained why the water was getting in the house running down between the siding and the wall and exiting around the widow area. [redacted] has provided us pictures of the separation of the siding from the roof which he shared with Mr. [redacted] the day he installed the gutter. Since this complaint has been filed we have had two significant rain storms and to our knowledge the leakage has stopped since he has not contacted [redacted] or Mr. Finch regarding this. He states that in the past 35 years the roof and windows did not leak however Mr. [redacted] from what he stated to [redacted] was that replaced the siding and you can clearly see in the pictures that the silicone bead that was placed between the roof and siding had separated which is what has caused this problem. Again we state that if his windows leak again we are ready, willing and able to correct any issues he has with his windows in the future.
[redacted], owner
Energy Specialist Contracting