Update: January 10, 2009
I received a check for $65.00 from John's Pro Tree Service, Inc. today.
Update: December 18, 2008
On December 18, 2008 at approximately 10:30 a.m. Energy Savers representatives repaired the downspout for $65.00. I paid the Energy Savers' representatives $65.00. I faxed the receipt for the $65.00 payment to Energy Savers to John's Pro Tree Service. I talked to John and he stated he will bring the $65.00 reimbursement to me.
Update: November 22, 2008
November 22, 2008
Better Business Bureau
Diana MendezAssistant Manager-Home/Transportation Services
Complaint ID#: 94208140Business Name: Energy Savers Vinyl Windows
Ms. Mendez:
I will address the response of Energy Saver’s paragraph according to how it is marked from the paperwork I received from the Better Business Bureau:
1. Energy Savers’ Response to my complaint: Fred Nance is satisfied with the work that Energy Savers did. Nance Response: The issue is not about whether I am satisfied with the work that was done by Energy Savers. Talking about that: I have screw tips that installers installed that have exposed tips, which could injure someone. These tips should have been “budded” to prevent injury to people. I want the ends of these screws budded.
2. Energy Savers’ Response to my complaint: If John Pro Tree Service damage something and are will to pay for damage what’s the problem. I don’t think John’s Pro Tree Service works for free. Nance Response: John Pro Tree Service stated they would pay for the downspout when it receives a billing statement from me, which I should get from Energy Savers when they make the repairs. I informed Energy Savers’ representative Joe Lipuma that John’s Pro Tree Service would pay for the downspout replacement. Energy Savers and Joe Lipuma decided they were going to ignore my request to fix the downspout, and in fact, deny claims such as downspout and screws that are explicit in their contract for services. See Energy Savers’ service contract stating “…Customer Satisfaction: We at Energy Savers Vinyl Windows value your business. If at any time you are unsatisfied with our service, we would like the opportunity to remedy any issues that you may have. Our main objective is customer satisfaction….” See attached Energy Savers’ contract received for services to my home.
3. Energy Savers’ Response to my complaint: A downspout is very simple…to come out an do assessment it’s just a down spout – if there is a hole in it we do not repair hole we replace the downspout because that’s the correct way to fix it. Nance Response: If the downspout is so simple, why didn’t Energy Savers’ come out and fix it. An assessment is an evaluation, a judgment about something based on an understanding of the situation. An assessment is what any logical business person would do before any repairs or installation of a product. An assessment allows a business to know what is needed for the work. Before Energy Savers did the work on my home Mr. Lipuma did an assessment/evaluation of the property. I never asked Energy Savers to fix the hole in the downspout. I asked them to replace the downspout. I informed Mr. Lipuma that I had a piece of downspout vinyl his installers left that fit the section of drain spout needed. This statement suggests a down spout replacement, not a “hole” fix. See original letter from me, paragraph #4.
4. Energy Savers’ Response to my complaint: We do not piece together down spouts not the correct way to fix it. Nance Response: The downspout mentioned here in paragraph 3 is a full piece of downspout. There is nothing to piece together. It is a perfect fit, with extra length. It is their product.
5. Energy Savers’ Response to my complaint: Our fax machine here is used for ordering and receiving orders only. Nance Response: I have no response.
6. Energy Savers’ Response to my complaint: The cost to replace not repair downspout is 199 labor & material if Mr. Nance think 199 is to much have John’s Pro Tree Service replace it. Nance Response: John’s Pro Tree Service will incur the cost for repair. I hope the cost of this replacement is universal with the pricing of other entities providing similar services.
7. Energy Savers’ Response to my complaint: I would like to have the BBB consider removing this complaint because we have a customer that got damage done by another company may be the complaint should have been to John’s Pro Tree Service if Mr. Nance is looking for a estimate for repair we can send him one. Nance Response: I am not sure what Energy Savers is saying here, but I will attempt to respond. The Better Business Bureau should not remove the complaint from their files because the damage was done by another company. The complaint is on Energy Savers. The complaint is about Energy Savers’ policy on Customer Satisfaction. Energy Savers refused to live up to its policies. John’s Pro Tree Service has always acted with integrity and honesty. John’s Pro Tree Service specializes in tree trims, bush removal, tree cutting, stump removal, etc.
Energy Savers gives a post script to its response. Energy Savers states “isn’t it terrible to have a hit on you’re BBB report over something so Stupid.” Energy Savers also states “My salesman even offered to come out to Mr. Nance’s home and fix it himself but Mr. Nance said he put a bad rap on us in his blog and now the BBB Mr. Nance is on his own don’t call us for anything.” Nance Response: I guess Energy Savers is Stupid. What company would allow their integrity and honesty challenged over an event that they could have so easily rectified? This story tells us that Energy Savers has no integrity and honesty. Energy Savers surely does not honor its “Customer Satisfaction” policy. This is exactly why I posted my complaint on the Internet and with the Better Business Bureau. This statement violates Energy Savers “Customer Satisfaction” policy. Energy Savers should be held to the standards of their company policy. To say, “…don’t call us for anything” violates Energy Savers’ policy.
Posting truth on the Internet is in agreement with the 1st Amendment clause of the United States Constitution, Freedom Speech. Second, if Energy Savers’ salesman offered to come out to “evaluate” and fix the problem, why didn’t he come? Just because I exercised my right to “free speech” does not give Energy Savers the right to violate its company policy. Energy Savers should be prosecuted to full extent of the law. I will post this response on my blogs. I will post this response to the Better Business Bureau on their website in its response section. I will mail this response to Ms. Diana Mendez by Certified Mail to assure its receipt and to assure the Better Business Bureau has a copy of Energy Savers' "Customer Satisfaction" policy.
Respectfully submitted,
Fred Nance Jr.
Update: November 14, 2008
Complaint ID#: 94208140
Business Name: Energy Savers Vinyl Windows
Thank you for contacting the BBB. Your complaint was received by the Bureau on November 10, 2008 and has been assigned case # 94208140 in our files.
Your complaint has been applied to the following business:Energy Savers Vinyl Windows11535 183rd PL Unit 117Orland Park, IL 60467-4901
The case has been reviewed by one of our Complaint Specialists and has now been forwarded to the business for their response. The business is allowed ten days to respond. If we do not receive a response from them after ten days, we will send them a second notification. You will be informed once a response has been received.
As this complaint progresses, you may also consider using BBB alternative dispute resolution services such as binding arbitration. For more details about arbitration, please visit: www.chicago.bbb.org/ADRindex.html
We encourage you to use our ONLINE COMPLAINT system to keep up with the progress of this complaint. The URL (website address) below will take you directly to this complaint on our website: Complaint Status Page
If the above link does not work for you, please copy and paste this URL into your browser: http://www.chicago.bbb.org/complaint/view/94208140/c/63sxf3
Sincerely,
Diana Mendez
Assistant Manager-Home/Transportation Servicesdmendez@chicago.bbb.org
Update: November 10, 2008
Consumers Beware: Do not do business with this company. This company does not honor its agreements or contracts. This company will get your money and disregard their obligation to their contract.
I called Energy Savers today requesting to speak with the owner. A female answered the phone informing me the owner was not present and she could take a message in his behalf. I left a message with her for the owner. I informed her I had talked to the representative, Joe Lipuma, who sold me $10,000.00 worth of merchandise that I needed someone to come to my home and assess the damage to the down spout attached to my gutters. I informed the young lady that this representative has promised to come to my home several times but has not made it.
I have filed a complaint with the Better Business Bureau of Chicago, 330 North Wabash Ave., Suite 2006, Chicago, Illinois 60611-7621, 312-832-0500 (office), 312-832-9985 (fax), email-info@chicago.bbb.org, website: http://www.chicago.bbb.org/. If you have suffered an injustice from Energy Savers give the Better Business Bureau a call and file a complaint.
Update: November 6, 2008
Energy Savers has not lived up to its warranty services.
Update: November 4, 2008
On October 31, 2008 I personally delivered this statement to Mr. Joe Lipuma. Joe told me he would come out to my home and personally take care of my problem on Monday, November 3, 2008. As of Tuesday, November 4, 2008, Joe has not come to my home. Joe also told me I should take this writing off my blog.
October 31, 2008
Mr. Bill Shaheen, Owner
Energy Savers
11535 West 183rd Place, Suite 117
Orland Park, Illinois 60467-4901
Re: Future home improvement investors should beware of those businesses promoting customer satisfaction and care that neither provide customer satisfaction nor care after they get your money.
Mr. Shaheen:
On or about July 2, 2007 Energy Savers installed windows, soffits, gutters, drains and downspouts on my home. I paid $10,000.00 for this purchase and labor. Energy Savers’ has a clause in their contract stating, “Customer Satisfaction: If at any time you are unsatisfied with our service, we would like the opportunity to remedy any issues that you may have. Our main objective is customer satisfaction….” This is not true. Customer Satisfaction is not the goal of Energy Savers.
On October 24, 2008 Pro Tree Service removed a tree in the backyard of my home. The tree removal employees punched a hole in the downspout of the drain on the North-front side of my home. Pro Tree Service owner John Baio informed me he would pay for the cost of repair.
On October 24, 2008 I called Energy Savers requesting a home visit to assess the repair. I talked to Lucy, who may be the administrative assistant of Energy Savers, informing her of the issue. Lucy called me back on or about October 27, 2008 with a quote from the owner Bill Shaheen, which seemed ridiculous to me without an assessment of damage. Instead of providing home service to assess the repair, Lucy gave me some ridiculous price to fix this hole.
On October 24, 2008 I called Joseph Lipuma, the salesperson of my purchase. I informed him of what I needed. Mr. Lipuma told me to have the tree removal people repair the downspout. I informed Mr. Lipuma this suggestion was inappropriate. I informed Mr. Lipuma his suggestion was absurd. I informed Mr. Lipuma I have a piece of downspout vinyl left by the original installers that would fit the damaged area. I requested he visit my home and assess the damage for repair. Mr. Lipuma made several appointments, but has failed to come to my home to assess the damage.
On October 31, 2008 I called Energy Savers talking to Lucy about this issue again. I asked for the name of the owner of Energy Savers so that I could address this letter appropriately. Lucy told me she could not give me that information.
Energy Savers is located in the township of Orland Park, Illinois. I called the township of Orland Park’s Business and Development to get the business information for Energy Savers since I was being denied access to it by Energy Savers. The Orland Park Business and Development entity states they do not have a fax number on file for this company. This is strange.
What does Energy Savers have to hide? Why would a company deny its customers their owner’s name? I asked Lucy for the fax number to Energy Savers so that I could send this letter to them by fax. Lucy informed me that Energy Savers does not have a fax number. Why would a company hide the fax number information from their customers?
Viewers of my blogs: How many companies do you know that deny you access to their fax numbers? There is something wrong with the business ethics of Energy Savers.
Therefore, I respectfully request a home visit to reasonably assess the damage of my downspout so repairs can be made, paid for, the cost passed on to Pro Tree Removal for payment.
I will drive to the Energy Savers location in Orland Park and hand-deliver this letter.
Respectfully submitted,
Fred Nance Jr.
cc:
Pro Tree Service
http://clickforjusticeandequality2.blogspot.com/
http://click.townhall.com/
http://clickforjusticeandequality.wordpress.com/
http://www.frednance.newsvine.com/
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