Green Star Energy Solutions

-----Original Message-----From: Pamela Reichen [mailto***Sent: Monday, July 25, 4:PMTo: Revdex.com Subject: In response to Complaint ID: ***I’m writing to request that the complaint ID *** be closed, the
work is complete.Thank you.Pamela R*** General Manager*** *** ***

-----Original Message-----From: Pamela Reichen [mailto***Sent: Monday, July 25, 4:PMTo: Revdex.com Subject: In response to Complaint ID: ***I’m writing to request that the
complaint ID *** be closed, the work is complete.Thank you.Pamela R*** General Manager*** *** ***

Customer Information:[redacted]Daytime Phone: [redacted]E-mail: [redacted]The details of this matter are as follows:
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Complaint Involves:Contract Disputes
Response,
The customer informed us that he had a very tight and limited budgetA heat pump heating and air conditioning system was designed for him to handle all of the air conditioning load and most of the heating load with the understanding that his existing boiler hot water baseboard system would be a backup heat sourceWe also scoped out extensive insulation and air sealing measures, enrolled the client in the [redacted] for rebates and financingThere was a genuine warranty issue that was troublesome but resolved last winterThe owner DID NOT install the exterior wall insulation which was critical to overall project performanceIn spite of that we add an addition outside unit and to increase system capacity from 48,000BTUs to 66,000BTUsThe several complaints we received form the client this spring were a spurious attempt to get more equipment at no costWhenever we inspected the home the system was maintaining a comfortable indoor air temperature[redacted] stands behind all it's work and has no clients that are justifiably dissatisfied

Complaint: [redacted]
I am rejecting this response because:I was told during installation that this is a high efficiency system and it works at 130% of its capacity. The system designed has a main condenser with 48000 BTU and the combined capacity of all air handlers installed inside total to 62000 BTU, which was under the 130% capacity quoted. I had complaint numerous times about inadequate heat and system leaking refrigerant. Every time they send out a technician to come and fill it up again. It works for a few days and and it leaks afterwards. Attached are a few of the hundreds of bad reviews I found on [redacted] for this contractor. Also are numerous email correspondence I have
had with Green Star regarding these issues and they told me that these
issues will be fixed. Its been over an year since they started the
project and it has been nothing but frustrating to deal with them.I strongly believe that the system is not installed properly and that it leaks the refrigerant and fails to heat or cool for depending on the conditions.I had another contractor come in and review the Insulation work done by Green Star as they thought it was not done by a professional. Sincerely,
[redacted]

Customer Information:[redacted]Daytime Phone: [redacted]E-mail: [redacted]The details of this matter are as follows:Complaint Involves:Contract Disputes Response,The customer informed us that he had a very tight and limited budget....

A heat pump heating and air conditioning system was designed for him to handle all of the air conditioning load and most of the heating load with the understanding that his existing boiler hot water baseboard system would be a backup heat source. We also scoped out extensive insulation and air sealing measures, enrolled the client in the [redacted] for rebates and financing. There was a genuine warranty issue that was troublesome but resolved last winter. The owner DID NOT install the exterior wall insulation which was critical to overall project performance. In spite of that we add an addition outside unit and to increase system capacity from 48,000BTUs to 66,000BTUs. The several complaints we received form the client this spring were a spurious attempt to get more equipment at no cost. Whenever we inspected the home the system was maintaining a comfortable indoor air temperature. [redacted] stands behind all it's work and has no clients that are justifiably dissatisfied.

Review: Hired Green Star Energy Solutions to do insulating in my historic home. We signed a contract for $17,061.02 on January 31 of 2013. The contract had no start date, no completion date, no cancellation clause. Before work had started, on February 17, I had a family emergency requiring me to cancel the job. I phoned Mr. [redacted] and sent an email to that effect and the same day Mr. [redacted] emailed me and said that was no problem and that we would get a full refund, but he wanted to use the materials he had ordered for our job before he could refund our money (we put down half the total cost of the job or $8,530.01) we charged it to our [redacted] On March 13 I emailed asking if we would get the refund thru [redacted] and he said he'd get us a check by the next week. He emailed me on April 11 asking if they could go ahead and do the job for us and let us pay the balance later. I thanked him and said that, unfortunately, the family situation still required the money we had given him. That is the last I've heard from him. I I emailed him on May 28, June 13, June 19 and June 20th, asking him what was going on and encouraging him to get in touch with me and at least let me know what the problem was, but I have gotten no response.

Product_Or_Service: insulation services, deposit made

Order_Number: Proposal #XXXXXXXXXX

Account_Number: Proposal #XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund

I'm simply asking for what he agreed to do, which is get us our refund.

Business

Response:

Consumer Response /* (-5, 17, 2013/08/16) */

From: [redacted] On Behalf Of [redacted]

Sent: Friday, August 16, XXXX XX:XX AM

To: Revdex.com (Do Not Reply To This Email Address)

Subject: Re: Revdex.com Complaint Case#[redacted](Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX)

Importance: Low

Thankfully, I paid with [redacted] and they got my money back. Thanks for your help

Business Response /* (-10, 18, 2013/08/16) */

I didn't realize nobody from my office updated this case but it has been fully resolved. The client, despite being in default of contract, has received a full refund. Can the case record be revised as such? Thanks you.

Business Response /* (1000, 20, 2013/08/16) */

From: [redacted]

Sent: Friday, August 16, XXXX X:XX PM

To: Revdex.com (Do Not Reply To This Email Address)

Subject: Re: Revdex.com Complaint Case#[redacted](Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXX)

[redacted],

I didn't realize nobody from my office updated this case but it has been fully resolved. The client, despite being in default of contract, has received a full refund. Can the case record be revised as such? Thanks you.

Review: Hired this company for installing a new HVAC Heat Pump system and installing insulation in attic and basement last year around May 2014. What followed from that point has been an absolute nightmare, rife with poor communication, inexperienced personnel and shoddy work.

Here is a summary of issues pending resolution. Also attached are the email conversations from last year regarding the issues mentioned below :

Issues with HVAC

1. The HVAC system installed is working over capacity. In this past winter I had a pipe burst in the basement as a result. The system installed is a 48,000 BTU and the consumption is about 62,000 BTU based on the all 4 zones/units installed. I was told that the capacity was miscalculated and Green star will be adding a supplemental unit for the basement to address this issue. All I am hearing for 4 months is that their schedule is completely booked. I am very frustrated as I am not been given any response, seeing this has been dragging for about an year now. I got in touch with the owner [redacted], about 2 weeks back. He was unaware of the pending issues and promised to address the situation quickly. Now even he has stopped returning my calls and messages.

2. The HVAC system, a High Efficiency Heat pump from [redacted], has issues regulating the temperature. As a result, the system keeps running most of the time, negating the energy efficiency. My average electricity consumption in winter was about 2000 KWH a month. I highlighted this to Green Star showing them the significant increase in consumption for same months from prior to the system installation (~300 KWH).

3. Till date, I have been told several times that [redacted], the manufacturer will be contacted to address the issue but I have not seen anyone other than their own staffed technicians, who have not been able to fully understand, let alone help fix the issue. [redacted] acknowledged several issues with the installation, which were contributing to the issue. Sometimes, they thought balancing is the issue, another one mentioned that the system has a leak. Each one will take a trial & error approach and the next technician will badmouth the previous and try something else, until next time.

Issue With Insulation

1. The loose fill insulation was sprayed in the attic last fall and has been moved around and compressed from all the HVAC technicians walking around and working in the attic. I was told that this will be fixed and reinstalled once the pending HVAC work is complete.

Business

Response:

Customer Information:[redacted]Daytime Phone: [redacted]E-mail: [redacted]The details of this matter are as follows:

Review: Greenstar provided a proposal to do some work requiring an advance of 50% ($1,595.00). On May 15, 2013, I signed their proposal and paid the money. They came out once to start the job and claimed it was more involved than initially thought and they would speak to the supervisor. They set up a time to come back and start the job. The morning of the day they scheduled to come back, they called and said they thought it would be more convenient for me to do the work in the fall since I was going through a busy period with my bed and breakfast and that he would send my deposit back. I said I would like him to stop by and discuss it. He said ok, but did not come by. That was in May and it's the last I heard from them. Since then I have left several messages on their voicemail on all the contact numbers available and they are not returning my calls. I have not received my deposit of $1,595.00 back.

Product_Or_Service: home insulation

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Refund

I would like my deposit refunded. I am not interested in having this company do any work in my home. I don't trust them.

Business

Response:

Client wishes to cancel contract and will receive a full refund.

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. I did not find the response in this emal, however, I saw it in the original email sent that they responded and said they would provide a full refund. When? They did not say when I would receive a refund.