Home Energy Solutions of the Triad, LLC

Final Consumer Response / [redacted] (2000, 16, 2016/11/01) */ Dispute has been settled Merchant gave a refund

Final Consumer Response /* (2000, 16, 2016/11/01) */
Dispute has been settled Merchant gave a refund

Final Consumer Response /* (2000, 16, 2016/11/01) */
Dispute has been settledMerchant gave a refund

Initial Business Response /* (1000, 9, 2016/03/04) */
We did indeed perform rigid foam board insulation work for Mr***' home (downstairs basement), and my Production Manager at the time, Curt H***, printed an invoice that I, myself mailed to his addressThis invoice would have provided a list
of services we performed at the home, as would his original proposal that was sent to him before the work was hired out
We do not have a "packet", as Mr*** claims, with the diagnostic numbers he is requestingFor one, blower door testing is used to measure overall air leakage of a home, and while the kneewall work we performed to his home is a form of "air sealing", it is more of a comfort-driven project, and our tests are performed during this process for safety purposes only, to make sure that we do not tighten a house too muchOnly when we perform full air sealing measures as we originally proposed, but Mr.*** did not hire us to do, do we keep any records on said diagnostics
It sounds as if my crew leader, Eddie K***, might have made this promise without us knowing the full extent of what Mr*** was requesting, hence me send*** him a "paid in full" invoice, which we do often send after work has been completed at a homeFurthermore, Eddie is not familiar with our paperwork flow after he turns in his work order for a particular project
Since we performed work for Mr***, our company has moved into a permanent office, from my home, where we originally operated our businessCouple that with a hard drive failure on my previous laptop, where I kept all prior customer's records, I have lost a lot of important CRM records of our previous customersThis has forced us to become more automated in our model and we now have all of our clients in a cloud-based software system
The only records we have for Mr*** is our original proposal, and the invoice that was sent to him after the work was performed
We are willing to provide any records that are in our possession, but no diagnostic results exist, and really hold no value considering* full air sealing measures were not performed in the home
Please let me know what we may do on our end to make Mr*** happy
Sincerely,
John JR*** ***
Chief Executive Officer
Home Energy Solutions of the Triad
Initial Consumer Rebuttal /* (3000, 11, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If an invoice was mailed to my home, it was never receivedAs far as the "packet" I requested, this is the exact terminology used by the crew leader when I requested my invoiceHis words, not mineWith regards to the blower door numbers, I also requested them from the crew leader as they were packing up to leaveHe told me they were "on his phone" and that he would have them included with the information MrR*** was supposed to send me in the "packet"I did not make a special request for them to be addedI was told they would be provided to meI don't feel I've made unreasonable requestsI based my expectations on what I was told by the crew on site
IF there were computer issues or other circumstances related to moving, that still does not explain why multiple email requests went completely ignored by this company (the most recent on 2/8/2016)The simple courtesy of a response with an explanation is the minimum of customer service
I would like the invoice along with any other relevant information related to the work performed on our home
Final Business Response /* (4000, 13, 2016/03/09) */
Mr***,
I understand that my crew leader told you this (I am not disputing this), and he has been counseled for doing soAs I wrote in my previous response to you, we do not have a "packet" we send homeownersThe only thing we send after work is performed is an invoice showing "Paid in Full"I cannot produce something to you that does not exist
I am sending you a "Paid in Full" invoice as well as a receipt for paymentIn addition, I can send someone out to run another blower door test on your home at no cost; that way you will have a current blower door reading, but this serves no value unless you are comparing it to some other test performed before or after any work is performed
Please let me know if I can be of any additional help
Sincerely,
John JR*** ***
Chief Executive Officer
Home Energy Solutions of the Triad
Final Consumer Response /* (2000, 15, 2016/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 9, 2016/03/04) */
We did indeed perform rigid foam board insulation work for Mr[redacted]' home (downstairs basement), and my Production Manager at the time, Curt H[redacted], printed an invoice that I, myself mailed to his addressThis invoice would have provided a list
of services we performed at the home, as would his original proposal that was sent to him before the work was hired out
We do not have a "packet", as Mr[redacted] claims, with the diagnostic numbers he is requestingFor one, blower door testing is used to measure overall air leakage of a home, and while the kneewall work we performed to his home is a form of "air sealing", it is more of a comfort-driven project, and our tests are performed during this process for safety purposes only, to make sure that we do not tighten a house too muchOnly when we perform full air sealing measures as we originally proposed, but Mr.[redacted] did not hire us to do, do we keep any records on said diagnostics
It sounds as if my crew leader, Eddie K[redacted], might have made this promise without us knowing the full extent of what Mr[redacted] was requesting, hence me send[redacted] him a "paid in full" invoice, which we do often send after work has been completed at a homeFurthermore, Eddie is not familiar with our paperwork flow after he turns in his work order for a particular project
Since we performed work for Mr[redacted], our company has moved into a permanent office, from my home, where we originally operated our businessCouple that with a hard drive failure on my previous laptop, where I kept all prior customer's records, I have lost a lot of important CRM records of our previous customers This has forced us to become more automated in our model and we now have all of our clients in a cloud-based software system
The only records we have for Mr[redacted] is our original proposal, and the invoice that was sent to him after the work was performed
We are willing to provide any records that are in our possession, but no diagnostic results exist, and really hold no value considering* full air sealing measures were not performed in the home
Please let me know what we may do on our end to make Mr[redacted] happy
Sincerely,
John JR[redacted]
Chief Executive Officer
Home Energy Solutions of the Triad
Initial Consumer Rebuttal /* (3000, 11, 2016/03/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
If an invoice was mailed to my home, it was never receivedAs far as the "packet" I requested, this is the exact terminology used by the crew leader when I requested my invoiceHis words, not mineWith regards to the blower door numbers, I also requested them from the crew leader as they were packing up to leaveHe told me they were "on his phone" and that he would have them included with the information MrR[redacted] was supposed to send me in the "packet"I did not make a special request for them to be addedI was told they would be provided to meI don't feel I've made unreasonable requestsI based my expectations on what I was told by the crew on site
IF there were computer issues or other circumstances related to moving, that still does not explain why multiple email requests went completely ignored by this company (the most recent on 2/8/2016)The simple courtesy of a response with an explanation is the minimum of customer service
I would like the invoice along with any other relevant information related to the work performed on our home
Final Business Response /* (4000, 13, 2016/03/09) */
Mr[redacted],
I understand that my crew leader told you this (I am not disputing this), and he has been counseled for doing soAs I wrote in my previous response to you, we do not have a "packet" we send homeownersThe only thing we send after work is performed is an invoice showing "Paid in Full"I cannot produce something to you that does not exist
I am sending you a "Paid in Full" invoice as well as a receipt for paymentIn addition, I can send someone out to run another blower door test on your home at no cost; that way you will have a current blower door reading, but this serves no value unless you are comparing it to some other test performed before or after any work is performed
Please let me know if I can be of any additional help
Sincerely,
John JR[redacted]
Chief Executive Officer
Home Energy Solutions of the Triad
Final Consumer Response /* (2000, 15, 2016/03/14) */
(The consumer indicated he/she ACCEPTED the response from the business.)