[redacted] and I had the pleasure of speaking with you the other day. We listened to your concerns, shared our concerns, and hopefully portrayed to you that we take this complaint seriously. We discussed our plan of action with you and that is still going in motion. I haven't responded to your emails YET, but I did receive them and I was able to see the information you mentioned over the phone. I'm continuing to work with Joe and the regional managers for your area to get to the bottom of this. Like I told you over the phone, we are attempting to get the original information for warranty purposes. Should that take too long, we are just going to go with Plan B and hold up our end of the bargain. I'm so glad we got to speak with you because I really believe that was a huge step forward and got us a lot closer to finally getting resolved. I can't make up for your previous experience with Customer Service but I can change it going forward. Please feel free to contact me if you have any questions or concerns. We will be in touch soon. [redacted]
Hi Mrs. [redacted], I sincerely apologize that you have been unable to reach anyone in the Houston office. I have sent out a notification to my team to contact you to schedule a service call for your products to be inspected and verify they are working properly. Additionally I have requested that...
your energy provider switch over be completed ASAP. I have requested all of the above to take place within the next 48 hours. I will follow up each day to ensure this is being done. Thank you for your patience.
Hi Mr. [redacted], I understand that [redacted] is working with you at this point to get everything resolved for you! Do you have any further questions?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10743077, and find that this resolution is satisfactory for now. I have sent the business the information they requested. I hope they deliver on their end. If there is no performance of what they said they would do would it be possible to continue the complaint process with you?
“Ms. [redacted]:Your complaint centers around a lack of savings. We agreed upon an amount. We simply asked that you sign a release so that you could not bring forth a cause of action against the company for the same amount --- a second bite at the apple. To date, you have refused to sign a release,...
which is a normal business practice. To the extent you are willing to sign this limited release, we will forward the subject funds immediately. Best Regards,[redacted] “Thank you!!Margaret [redacted]Customer Relations DirectorDirect Line- (682) 626-5591 ext 2253Cell- (817)899-7863Fax- (817) 391-1684Margaret.[redacted]@globalnrg.co
In regard to complaint [redacted] which was marked resolved on or about 12/2/2015, I have been trying to work with GEE to complete their plan provided to me to resolve the issue. Unfortunately, the company representative, Mr [redacted] has gone quiet on me again. Attached is an email exchange that occurred beginning November 4, 2016 and concluding January 17, 2016. This covered the time between the opening of complaint [redacted] and it being marked as resolved with two subsequent attempts to follow up in January. As you will see from reading it, this is where Mr [redacted] informed me that I misinterpreted him resolution plan. Since this email exchange, I left him a voice mail on 1/29/2016 at 1:08 pm, which has also not been returned. Please consider reopening this complaint and contacting the company to see if this at least reopens out dialog
I do not accept anything that the say they are going to do until it has been done. I accepted their response before and nothing was done not even a response to my calls or email. I will not accept anything until I receive the promised reimbursement.
[redacted], I appreciate the time you took to express your concerns and would be happy to look into these issues for you. The first thing I would like to address is that I spoke with you early November. In your contract, it shows that you must send in your bill every month. The purpose for this is...
that it will show us the usage, the billing period, and the description of charges. Often, when companies provide summaries (what you sent me), they only give me the due date, the payment due and the total usage for the month. What it doesn't include is any kWh's generated. The problem with this is that you can use 2000 kWh, generate 500 kWh and receive credit for 500 kWh, but the summary will only show the 2000 kWh therefore savings won't be reflected. Additionally, it won't explain if any part of the charges are due to late payments (not our fault). You can tell me you had a $500 bill for August, but if that's because July was $250 and you didn't pay it then that will be rolled into August's bill. That will make it seem as if your bill is higher than what it should be, savings weren't achieved, etc. You called me after you sent the one sheet paper, I explained why I needed copies of the original and it made perfect sense to you. You were very kind, understanding, and told me you would get on it. There is no way that your utility company cannot provide ANY of your previous bills. There are some that stop after 24 months but there are none that say they cannot provide ANY original copies. In regards to your claim about the roof repair, that is not something that we promise. If it is, then it would be in your contract. Anyone can say they thought we would pay for it, just like anyone can say we are supposed to give them a $2K, $3K, $4K rebate. Everything we promise is either written down, or in your contract. If it's not then there is no way to say it did or didn't happen. We can't prove your statement that you say he said this. If you have ANY documentation showing that your rep included the price of removing and reinstalling in your package then I'd be happy to see why it has not been fulfilled. I would be extremely happy to calculate your savings but unless I have your original bills any analysis I do would be incorrect. I have to add as well that we would have NO idea at what rate to reimburse you for savings not achieved. We wouldn't know what you've been paying for kWh or what the average is because not everyone is on a fixed plan. I have to assume you don't have any original bills since you haven't sent them, and that lets me know that you wouldn't be able to give us the amount you pay for kWh either. I cannot do it based off the total of the bill divided by the consumption because again, there are a lot of factors that make up the total. As soon as I receive these I would be happy to move forward. As I told you I would on November 2, 2016, I sent you my email with my entire contact information. I can resend you this information if you would like. I hope you have a great day and look forward to hearing from you. [redacted]
The installer was reminded today to keep in touch with Mr. and Mrs. [redacted] regarding the shipment of the part and the scheduling of the repair. The installer informed us they have now updated Mr. and Mrs. [redacted] and will remain in touch until the system is repaired. Regarding the reimbursment, one of our quality control specialists has run an analysis from the day the system production stopped to now to determine how much compensation would be necessary up until now, and went over the results with Mr. and Mrs. [redacted] to show them how we will calculate their compensation. However, we won't reimburse until the system is repaired so that they are compensated for the entire time the system is down, not just up until today. As for the Revdex.com responses from the company, they are simply reiterations of the facts collected by our administration department from those company representatives who have actually been in touch with Mr. and Mrs. [redacted] and been working on resolving the issues. And we expect the issue to be fully resolved once the replacement part comes in, the system gets repaired, and Mr. and Mrs. [redacted] are compensated for their losses according to the calculations which were discussed with them over the phone today.
Ms. [redacted], We fully refunded your account with EnerBank USA to ensure that you were not being charged for products/services until all was completed. At this time, all products and services have been completed and we must make payment arrangements.
Hello Mr. [redacted], I see that your file was due for analysis upon receiving your kWh usage statement for December of 2015. Our records show that we have not received any bills for the months September - December of 2015. If you would be so kind to submit these to our customer relations...
department, we would be more than happy to complete your review and determine the next necessary steps. I sincerely apologize for the lack of communication you have received this far. GEE would like the opportunity and make this right so we can move forward. The e-mail address to send your billing to is [redacted] Please let me now if you have any questions. Best, [redacted]
Hi [redacted], we are sorry to hear you have been having difficulty reaching us, our main phone number is ###-###-#### and you can ask to speak with our Customer Service team anytime. Alternatively, you can email [email protected] if email works better for you. We would...
appreciate the opportunity to help you and make certain all your equipment is functioning properly and be certain you receive what you have purchased. Please look for a phone call or email to you very soon. Thank you again.
Yes sir, we agree with you and we appreciate your willingness to work with us to help resolve your concerns. We are diligently working towards making improvements within our CSR to be certain these concerns do not arise again. Thank you again and we hope to finalized this matter very quickly.
Hello [redacted], I wanted to reach out to you in hope of reaching some type of resolution. I will be calling you shortly to get a better understanding of exactly what has gone on so far so I can investigate this properly. This is my top priority and I can assure you that I will be taking this...
complaint seriously. When I contact you shortly I will also be giving you every point of contact that I have so you're no longer trying to reach different employees but instead working with me solely. I truly look forward to working with you, have a great day! Regards,[redacted]
[redacted], I want to apologize profusely that this matter was not resolved in a more timely fashion. I wanted to make sure that ultimately this issue was resolved. To my knowledge, we corrected the issue that is the subject of this complaint. If this is not the case, please let me know. I hope...
this messages finds you well and look forward to hearing that this issue has been put to rest. [redacted]
[redacted], First off I want to apologize for any frustrations you’ve endured throughout this process. I know that a settlement was agreed upon by all parties but I wanted to make sure that everything had gone through as proposed. Ultimately, I just want to make sure this issue is resolved for...
you. Please let me know if the agreement did not move forward as promised.
To make an attempt in good faith to resolve this matter without further delay, Global would like to offer to cover 50% of your claim. We hope you consider this offer in good faith to resolving these matters.
I show you did have a savings analysis completed and the information has been logged in our system. I will give you a call shortly to discuss the amount and date at which I can have this sent to you. I sincerely apologize for the delay and lack of communication.
Complaint: [redacted]
I am rejecting this response because:Good Afternoon I would like to update the Revdex.com on my continued Problems with Global Efficient Energy. My complaint number is [redacted]. To date to only contact I have had with GEE,since I filed this complaint is the two email messages they sent to the Revdex.com and forwarded to me. I have called their office weekly and the last three times the voice mail box for the customer service phone number is full and not taking any other calls. I then call the main office number and leave a message to have someone in customer service contact me.. which NEVER happens. GEE has made NO attempt to resolve this complaint and there is still one more year on the 40% energy reduction guaranty I contracted for.I would still like to get that savings, but I see that they have shut down operations in Florida, so that wont happen. In that case I want the system removed and a refund of the $15,900 I paid. Thank you[redacted]
Regards,
[redacted]
Thank you Mrs. [redacted]or working with us to resolve your concerns. We greatly appreciate your patience and willingness to help. We have issued your reimbursement and you should be receiving it very soon. We typically use a multi-person crew for installation, however on occasion...
that is not always possible. We are not pleased to hear you were not comfortable with our installer in your home and we have addressed these concerns with our project management team. We will continue to monitor your usage and make needed repairs\updates as needed. Our goal is to save you money on your electrical cost and we will continue to work with you to resolve any issue or concern.
[redacted] and I had the pleasure of speaking with you the other day. We listened to your concerns, shared our concerns, and hopefully portrayed to you that we take this complaint seriously. We discussed our plan of action with you and that is still going in motion. I haven't responded to your emails YET, but I did receive them and I was able to see the information you mentioned over the phone. I'm continuing to work with Joe and the regional managers for your area to get to the bottom of this. Like I told you over the phone, we are attempting to get the original information for warranty purposes. Should that take too long, we are just going to go with Plan B and hold up our end of the bargain. I'm so glad we got to speak with you because I really believe that was a huge step forward and got us a lot closer to finally getting resolved. I can't make up for your previous experience with Customer Service but I can change it going forward. Please feel free to contact me if you have any questions or concerns. We will be in touch soon. [redacted]
Hi Mrs. [redacted], I sincerely apologize that you have been unable to reach anyone in the Houston office. I have sent out a notification to my team to contact you to schedule a service call for your products to be inspected and verify they are working properly. Additionally I have requested that...
your energy provider switch over be completed ASAP. I have requested all of the above to take place within the next 48 hours. I will follow up each day to ensure this is being done. Thank you for your patience.
Hi Mr. [redacted], I understand that [redacted] is working with you at this point to get everything resolved for you! Do you have any further questions?
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10743077, and find that this resolution is satisfactory for now. I have sent the business the information they requested. I hope they deliver on their end. If there is no performance of what they said they would do would it be possible to continue the complaint process with you?
“Ms. [redacted]:Your complaint centers around a lack of savings. We agreed upon an amount. We simply asked that you sign a release so that you could not bring forth a cause of action against the company for the same amount --- a second bite at the apple. To date, you have refused to sign a release,...
which is a normal business practice. To the extent you are willing to sign this limited release, we will forward the subject funds immediately. Best Regards,[redacted] “Thank you!!Margaret [redacted]Customer Relations DirectorDirect Line- (682) 626-5591 ext 2253Cell- (817)899-7863Fax- (817) 391-1684Margaret.[redacted]@globalnrg.co
In regard to complaint [redacted] which was marked resolved on or about 12/2/2015, I have been trying to work with GEE to complete their plan provided to me to resolve the issue. Unfortunately, the company representative, Mr [redacted] has gone quiet on me again. Attached is an email exchange that occurred beginning November 4, 2016 and concluding January 17, 2016. This covered the time between the opening of complaint [redacted] and it being marked as resolved with two subsequent attempts to follow up in January. As you will see from reading it, this is where Mr [redacted] informed me that I misinterpreted him resolution plan. Since this email exchange, I left him a voice mail on 1/29/2016 at 1:08 pm, which has also not been returned. Please consider reopening this complaint and contacting the company to see if this at least reopens out dialog
I do not accept anything that the say they are going to do until it has been done. I accepted their response before and nothing was done not even a response to my calls or email. I will not accept anything until I receive the promised reimbursement.
[redacted], I appreciate the time you took to express your concerns and would be happy to look into these issues for you. The first thing I would like to address is that I spoke with you early November. In your contract, it shows that you must send in your bill every month. The purpose for this is...
that it will show us the usage, the billing period, and the description of charges. Often, when companies provide summaries (what you sent me), they only give me the due date, the payment due and the total usage for the month. What it doesn't include is any kWh's generated. The problem with this is that you can use 2000 kWh, generate 500 kWh and receive credit for 500 kWh, but the summary will only show the 2000 kWh therefore savings won't be reflected. Additionally, it won't explain if any part of the charges are due to late payments (not our fault). You can tell me you had a $500 bill for August, but if that's because July was $250 and you didn't pay it then that will be rolled into August's bill. That will make it seem as if your bill is higher than what it should be, savings weren't achieved, etc. You called me after you sent the one sheet paper, I explained why I needed copies of the original and it made perfect sense to you. You were very kind, understanding, and told me you would get on it. There is no way that your utility company cannot provide ANY of your previous bills. There are some that stop after 24 months but there are none that say they cannot provide ANY original copies. In regards to your claim about the roof repair, that is not something that we promise. If it is, then it would be in your contract. Anyone can say they thought we would pay for it, just like anyone can say we are supposed to give them a $2K, $3K, $4K rebate. Everything we promise is either written down, or in your contract. If it's not then there is no way to say it did or didn't happen. We can't prove your statement that you say he said this. If you have ANY documentation showing that your rep included the price of removing and reinstalling in your package then I'd be happy to see why it has not been fulfilled. I would be extremely happy to calculate your savings but unless I have your original bills any analysis I do would be incorrect. I have to add as well that we would have NO idea at what rate to reimburse you for savings not achieved. We wouldn't know what you've been paying for kWh or what the average is because not everyone is on a fixed plan. I have to assume you don't have any original bills since you haven't sent them, and that lets me know that you wouldn't be able to give us the amount you pay for kWh either. I cannot do it based off the total of the bill divided by the consumption because again, there are a lot of factors that make up the total. As soon as I receive these I would be happy to move forward. As I told you I would on November 2, 2016, I sent you my email with my entire contact information. I can resend you this information if you would like. I hope you have a great day and look forward to hearing from you. [redacted]
The installer was reminded today to keep in touch with Mr. and Mrs. [redacted] regarding the shipment of the part and the scheduling of the repair. The installer informed us they have now updated Mr. and Mrs. [redacted] and will remain in touch until the system is repaired. Regarding the reimbursment, one of our quality control specialists has run an analysis from the day the system production stopped to now to determine how much compensation would be necessary up until now, and went over the results with Mr. and Mrs. [redacted] to show them how we will calculate their compensation. However, we won't reimburse until the system is repaired so that they are compensated for the entire time the system is down, not just up until today. As for the Revdex.com responses from the company, they are simply reiterations of the facts collected by our administration department from those company representatives who have actually been in touch with Mr. and Mrs. [redacted] and been working on resolving the issues. And we expect the issue to be fully resolved once the replacement part comes in, the system gets repaired, and Mr. and Mrs. [redacted] are compensated for their losses according to the calculations which were discussed with them over the phone today.
Ms. [redacted], We fully refunded your account with EnerBank USA to ensure that you were not being charged for products/services until all was completed. At this time, all products and services have been completed and we must make payment arrangements.
Hello Mr. [redacted], I see that your file was due for analysis upon receiving your kWh usage statement for December of 2015. Our records show that we have not received any bills for the months September - December of 2015. If you would be so kind to submit these to our customer relations...
department, we would be more than happy to complete your review and determine the next necessary steps. I sincerely apologize for the lack of communication you have received this far. GEE would like the opportunity and make this right so we can move forward. The e-mail address to send your billing to is [redacted] Please let me now if you have any questions. Best, [redacted]
Hi [redacted], we are sorry to hear you have been having difficulty reaching us, our main phone number is ###-###-#### and you can ask to speak with our Customer Service team anytime. Alternatively, you can email [email protected] if email works better for you. We would...
appreciate the opportunity to help you and make certain all your equipment is functioning properly and be certain you receive what you have purchased. Please look for a phone call or email to you very soon. Thank you again.
Yes sir, we agree with you and we appreciate your willingness to work with us to help resolve your concerns. We are diligently working towards making improvements within our CSR to be certain these concerns do not arise again. Thank you again and we hope to finalized this matter very quickly.
Hello [redacted], I wanted to reach out to you in hope of reaching some type of resolution. I will be calling you shortly to get a better understanding of exactly what has gone on so far so I can investigate this properly. This is my top priority and I can assure you that I will be taking this...
complaint seriously. When I contact you shortly I will also be giving you every point of contact that I have so you're no longer trying to reach different employees but instead working with me solely. I truly look forward to working with you, have a great day! Regards,[redacted]
[redacted], I want to apologize profusely that this matter was not resolved in a more timely fashion. I wanted to make sure that ultimately this issue was resolved. To my knowledge, we corrected the issue that is the subject of this complaint. If this is not the case, please let me know. I hope...
this messages finds you well and look forward to hearing that this issue has been put to rest. [redacted]
[redacted], First off I want to apologize for any frustrations you’ve endured throughout this process. I know that a settlement was agreed upon by all parties but I wanted to make sure that everything had gone through as proposed. Ultimately, I just want to make sure this issue is resolved for...
you. Please let me know if the agreement did not move forward as promised.
To make an attempt in good faith to resolve this matter without further delay, Global would like to offer to cover 50% of your claim. We hope you consider this offer in good faith to resolving these matters.
I show you did have a savings analysis completed and the information has been logged in our system. I will give you a call shortly to discuss the amount and date at which I can have this sent to you. I sincerely apologize for the delay and lack of communication.
Complaint: [redacted]
I am rejecting this response because:Good Afternoon I would like to update the Revdex.com on my continued Problems with Global Efficient Energy. My complaint number is [redacted]. To date to only contact I have had with GEE,since I filed this complaint is the two email messages they sent to the Revdex.com and forwarded to me. I have called their office weekly and the last three times the voice mail box for the customer service phone number is full and not taking any other calls. I then call the main office number and leave a message to have someone in customer service contact me.. which NEVER happens. GEE has made NO attempt to resolve this complaint and there is still one more year on the 40% energy reduction guaranty I contracted for.I would still like to get that savings, but I see that they have shut down operations in Florida, so that wont happen. In that case I want the system removed and a refund of the $15,900 I paid. Thank you[redacted]
Regards,
[redacted]
Thank you Mrs. [redacted]or working with us to resolve your concerns. We greatly appreciate your patience and willingness to help. We have issued your reimbursement and you should be receiving it very soon. We typically use a multi-person crew for installation, however on occasion...
that is not always possible. We are not pleased to hear you were not comfortable with our installer in your home and we have addressed these concerns with our project management team. We will continue to monitor your usage and make needed repairs\updates as needed. Our goal is to save you money on your electrical cost and we will continue to work with you to resolve any issue or concern.