ComplaintsforEnergy Shield Window and Door Company

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  12/4/22 ordered a flat door for $2006.00. Asked if there would be stucco damage-having house painted & would wait till after the install. Was told ****** wouldn't be damaged-painted the house. 12/19 asked them to change to 6 panel door, stainless steel hardware. 1/15 emailed them to see when they would install. 2/28 they brought correct door, brown hardware. I did not see new door till after they removed the old ************* Called them right then. 3/1 they said they need to order hinges. Door does not look level-sent them pix. 5/4 suppose to switch hardware, do stucco repair. Men came for stucco, knew nothing about hardware, told me threshold was part of frame & would not be stainless steel. Told them deadbolt wasn't working right, they said it was d/t insulation ************ was level. Didn't hear from them-7/16 I emailed on status 7/17 they said waiting on purchasing for cost to see if I want to proceed. Why should it cost me? They said we were only talking about hinges-we were talking about deadbolt, handle, hinges, threshold all matching. When I ordered it & was asked what kind of hardware, thy didn't ask what kind of threshold-it all goes together.Almost 6 months later-still have no resolution. Still have wrong color, stucco damage, unable to paint house/door pending outcome. No communication from them. Their error. I am 72, just starting to use savings to improve my **** older home. Door costs almost as much as 5 windows they installed. I thought, being a *************************** store, they'd be excellent at what they do. They don't have an answer when I ask the difference between their door and Home Depot's.There's been little to no communication unless I initiate it. This is not good customer service. And to take advantage of a senior is disheartening to say the least. I would sooner have another company provide a door and Energy Shield can remove theirs and refund my money. It is not worth this headache and sleepless nights.

  

  Business response

  02/22/2024

  Good afternoon *****,
  
   
  
  We do apologize for the delay in response for your complaint, as well as the time it took to get the door installed and to your satisfaction, we do understand your frustration with the stucco damage when the existing door was removed, we do the best we can to avoid damaging stucco, unfortunately this is something that cannot be avoided at times which is why we send our stucco/ drywall crews out to make any repairs as needed at no charge to you, the customer. When we sent out our operations manager and field supervisor on September 12th, he took pictures, and it was determined that there was in fact an issue with the door installation.  On September 14th our crew came out and made the repairs to the stucco and on September 18th our field supervisor came out and removed and reinstalled the door. On September 20th, the office staff called to follow up on the repair and sent an email, if you are still unhappy with the installation, we would be more than happy to send the Owner out to inspect and determine the next course of action.

• Initial Complaint

  07/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Dec 28, 2022, a crew from Energy Shield removed two large bay windows from the 2nd floor and replaced our sliding door with French doors. During the removal of the windows, the crew dropped one of the large windows from the 2nd floor shattering on our lawn. After the work was completed, glass was left on our lawn, the stucco from the door installation was damaged and our where the windows were installed had black marks across the entire wall and ceiling from the crews ladder. We called the office and let them know what happened. They did absolutely nothing. They scheduled painters to come by to match our wall paint but kept rescheduling. Later, they determined they werent going to do anything about it. Since they dont want to fix our wall that their crew damaged, they can come back and clean up all the glass that my husband had to bury with rocks to avoid injury to our dogs.

  

  Business response

  02/22/2024

  Good afternoon *****,
  
   
  
  We do apologize for the delay in response for your complaint, as well as the glass left behind in your yard from the broken glass unit dropped by our installers. On March 14th customer reported marks on the wall and ceiling from the installers ladder, in which we scheduled out crews out for repair on April 7th which would have been the next available. Customer rescheduled to April 17th. Though our contract states we do not paint, we sent our crews to make the necessary repairs with the paint provided by the customer. On April 19th, customer reported paint not matching, we then hired a subcontractor to go out to the residence on May 2nd, unfortunately he called and reported he was in a car accident and would not make it. Energy Shield left voicemails and sent emails to follow up and did not receive a response. On June 21st we confirmed with customer and hired another subcontractor to complete the paint repair/touch up as a courtesy, we at Energy Shield were under the impression that this was completed on June 23rd, if there are additional issues, please contact us as we take pride in u9r work and would like to get any outstanding issues resolved

• Initial Complaint

  02/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business installed 2 patio doors on our property and we have made multiple requests and attempts to resolve with the business, but they are not responding to our requests. Energy Shield Windows and Doors installed a damaged product and they came out to fix some of the problems, but the damage remains. I paid $3400 for patio doors that the company promised would come with "5 star service and we have the best made product in ******* and we have won 2 awards for the best of the best" and this was not provided to me at our property. The salesman **** won't return my phone calls or assist me with a resolution, neither will the office or ************************* and I feel as if I have been scammed and promised top of the line quality but received bottom of the line quality. The patio doors and screens and frames were not wrapped properly for transport and just thrown on a glorified landscape trailer and transported from their warehouse to here with no regards for preventing damage and shifting during transport. I have attempted to contact the company for a refund with no resolution being resolved. The customer service is horrible and they just bully you and the office manager (Klah) won't even let you talk to *****, but she will talk to him while you are on the phone with her and can hear the whole conversation. I want to have a pristine product in our home as I was promised by this company and I did not receive that and I want to have my money refunded for this poor installation and poor quality of product. A "5 star" company should never provide "0 star" as I got. They came out to clean up their mess, but the damage still remains and I am left with patio doors that have deep scratches on the glass, the frame, the doors, the door locks don't lock are not set right, the door handles have scratches on them and this is ALL UNACCETABLE FROM ENERGY SHIELD WINDOW AND DOORS. Per Klah in the office "all we care about is that our doors and products meet minimal code to just pass."

  

  Business response

  09/15/2023

  We have responded multiple times to this customer and what she is requesting is unreasonable as she wants a full refund of her order which was 2 sliding glass doors, she is mentioning paint and damage we had nothing to do with and the damage was far from anywhere we were working. We have tried to guide her to the *** so we could have a formal inspection and she has yet to do so.

  Customer response

  09/15/2023

  You wanted us to go the *** so that you could determine that you quality of work met "MINIMAL STANDARDS" which is all your company cares about. You NEVER cared about the customer and all we wanted was the money back for the cost of the sliding patio doors which should have been installed and made with 5 star service as was promised to me by *************. You have done nothing of the sort to give me my money back and nor do you care that I worked hard for that money to pay for all of this. Your ********** ****** didn't even have the guts to show up at my home to ask him if this was done to his house. You never wanted to resolve this on your own without involving someone else. All that I ever wanted was money back for the sliding glass doors. I will never stop telling the people the truth about your company and the quality and standards that you practice by because it is definitely not a 5 star practice, but a zero star practice. I won't be satisfied until you refund me the money for my patio doors so that I can take my business to a company that cares about their customers, office staff that is friendly and not abusive towards me and my girlfriend. Only then will this be marked accepted, WHEN you refund me 100% of the money that I paid for your sub par job. 

  

  Business response

  02/22/2024

  We have responded multiple times to this customer and what she is requesting is unreasonable as she wants a full refund of her order which was 2 sliding glass doors, she is mentioning paint and damage we had nothing to do with and the damage was far from anywhere we were working. We have tried to guide her to the *** so we could have a formal inspection and she has yet to do so.

  Customer response

  02/22/2024

  I do not accept your response as the owner NEVER bothered to care to come out and INSPECT his EMPLOYEES work. PER YOUR COMPANY GUIDELINES ALL YOU CARE ABOUT IS MEETING MINIMAL STANDARDS. You don't care about the quality of workmanship that was done. **** doesn't care about his company, any more than his employees do. What I am asking for is not unreasonable. You provided a service and the workmanship and the professionalism shown towards **** was unprofessional and your company is the worst company to deal with. Why would I waste the time for an investigation when **** couldn't even have the common courtesy to return my phone calls, show up at my home at a time that was convenient for me NOT ****. The only thing you care about with your company **** is "MEETING MINIMAL STANDARDS." BUT I bet your home is done top notch. Maybe you should try that for all of your customers. Have a nice day. 

   

  ****

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Energy Shield signed a contract for 2 sliding doors and screens on August 24, 2022 with *******************. He is the other homeowner of this property. Energy Shield would not accommodate us with install and they were to be installed on January 6, 2023. ****** rearranged her work schedule to accommodate their start time of 8:00. At 7:45 am energy shield changed that start time to *****pm. At 1:30pm the installers showed and one had a very bad attitude. ****** discovered damage to the doors, frames, and screens and tried to point it out to the installer. The installer told ****** to "be quiet and go inside and don't leave the living room." There is no insulation on ** room sliding door, both frames, both doors, locking mechanisms and glass on both sliding doors is all damaged. The doors were not wrapped up and they were just placed on the side of a big landscape trailer and anchored down with nothing more than utility strap. ****** get in contact with **** throughout install process to keep him updated, as he was traveling for his job. **** contacted the business regarding the damage and poor installation and poor quality of workmanship and ****** sent pictures via text to ******. This business claims to provide 5 star service, 5 star install, and they received best of the best desert awards according to their website. None of that was provided from the rudeness of the office manager threatening to cancel contract if we did not cooperate, to the rudeness and unprofessionalism of the installer, to the quality of the product. Would Energy shield have this at their home **** and ****** ask? This whole process has been a nightmare, as ****** normally works from 6-2 and could have gone into work for part of a day. Now we are stuck with damaged doors, scratched and cracked glass, damaged screens, improper locking mechanism on all of the doors, and damage to our property. All of this is unacceptable from a quote unquote 5 star service company.

  

  Business response

  01/11/2023

  ******,
  
  I am so sorry your experience with our company was not satisfactory. I can assure you that if there is an issue with the doors you purchased it will absolutely be taken care of by **. There is no situation that we cannot remedy. We have already scheduled an appointment with you to resolve any and all issues. We stand behind our product and our install.
  
  Sincerely,
  
  *************************
  President
  ************

  Customer response

  01/11/2023

  The office staff continues to be very rude and hangs up on us when we call. You have not fixed the issues yet and we want our house in the back repainted where your employees damaged our home. We also want the kitchen wall inside our home repainted where your employees damaged it with a door placed up against the wall. We. also want all of the issues fixed to our satisfaction. If this is not done we want 100% of our money refunded back to **. We want our schedule to be accommodated as when we accommodated yours on January 6 it was a lie. You had a scheduled time of 8:00AM and your office called at 7:45AM to tell me the new window was *****PM and your staff didn't call or bother to show up until 1:30PM. Your stuff on your truck was not wrapped in bubble wrap and it was just thrown on your trailer. Furthermore, your employee had an attitude because he was mad about staying late, not our problem. So if you say you stand behind your product and provide excellent customer service then why was everything scratched, dinged, and half a** installed. Then why is your office staff so rude. This was the worst experience ever. If things are not resolved to our satisfaction we want 100% of our money refunded back to ** and if you choose not to paint and cover the damage on our home that your installers did then we will send the bill to you. As we didn't deserve this treatment from your company or your staff. 

  

  Business response

  01/19/2023

  Your appointment has been set for February 3rd as this was your first availability. We have already been out to inspect the doors and will be replacing one piece of glass, adjusting s screen door, applying some additional caulking and cleaning the doors. Your contract clearly ****** that we do not paint. It is normal for some paint to be needed around the edges of the door. We do not nor have we ever wrapped our windows in plastic. I am confident that we be able to resolve the issues pertaining to the doors.
  
  Thank you,
  
  *************************
  President
  480-258-5261Tell ** why here...

  Customer response

  02/01/2023

  It is all of the pieces of glass that are damaged. It is the weatherstripping on both screen doors that need replacing. There is damage to all aspects of the doors, the locks and the handles and the frame. Your installers damaged our home and that is what we want you to paint. **** wants you to come out on February 3 ***** so you can see the quality job that was done. As for February 3, that was the day **** decided because your company wouldn't come out to complete the repairs within 2 weeks at promised. We are 100% dissatisfied with workmanship that was performed and we expect our property and our doors to be in pristine condition. All of the glass on the patio doors is scratched and stone chipped, and spider breaks in the glass and the seal. Furthermore, we did not deserve the poor workmanship that was shown to ** in your products. Maybe, you need to start wrapping your products to prevent damage like this to other customers. We will not be satisfied until this is a 5 star job as promised.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩