Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been having extremely high gas bills for the last 2 yrs. As a low income person I was directed to apply for assistance in getting the water heater replaced. I was promised by Staples Energy that my home would be installed with an Energy Efficient water heater. It was delivered and installed with one that was not considered Energy efficient as conveyed by the manufacturer personally. The bills continue to soar and it is unfair that an agency provide a low income consumer with a non Efficient Energy water heater when they are claiming that it is energy efficient when it was proven not to be at all. Please help!

  

  Business Response

  Date: 01/19/2024

  STAPLES ENERGY RESPONSE & ACTION:

  
  NOTE:The property in question is owned by *************************** [owner], who ****************, Director at Staples Energy, has been corresponding with since November of 2023. 
  
  Staples Energy installed a 50-gallon AO-***** gas water heater (GWH) in owners home on April 26, 2023. This is the same make and model equipment used for all furnaces installed through the Energy Savings ********** ***** program.
  
  Owner called Staples Energy on 11/20/23 and said he felt the water heater that was installed through the *** program was causing an increase in Therm usage resulting in higher energy bills. He stated he wanted a different model installed instead.****** let him know she would reach out to the *** program implementor (RHA) to see if there was anything more RHA would approve of Staples Energy to do for him. 
  
  11/27/23 per ***** from RHA, the water heater Staples Energy installed at owners house met *** program policy standards and would not be replaced. ****** called owner to inform him of RHAs response. Owner then reached out to RHA directly. After speaking with owner, RHA sent the following email to Staples Energy:
  
  ******,
  
  It was explained to the customer that the program does ideally install a unit similar to their existing, instruction manual and documents should have been left with the customer. Unfortunately, since the water heater is working properly with no issues, passed NGAT and city inspections, *** will not be returning to install a different unit. It may be advised to the customer, if the customer is unhappy with the unit, they are more than welcome to replace/upgrade on their own, but it will void the warranty through the program and *** will not reimburse any costs. Thank you.  
  
  Best regards,
  
  Mai See Vang 
  SENIOR *** COORDINATOR
  (O) ************
  ****************
  
  
  As the equipment was installed at the home in 100%compliance with *** program requirements and passed all necessary inspections,it is the position of RHA [on behalf of Staples Energy] that Staples Energy has fulfilled its responsibility to owner and no further action is required.
  Thank you.

  Customer Answer

  Date: 01/19/2024

   I am rejecting this response because:
  Staples is not completely telling the correct story. When the water heater was installed there were no instructions or manual left with the water heater. Owner had to request for one that we finally received a few months later. After receiving the manual we contacted the manufacturer who sent out a technician who then said the gas valve was faulty and that Staples did not install an Energy Efficient water heater. I have a picture and documentation to show proof that it had to be replaced! Originally the Technician from Staples informed us that there was a complete administrative change due to bad company operations. PG&E is also being fraudulent by Staples and **** There is no need to advertise that they will install an Energy Efficient water heater when in fact that is not what the consumer is getting!
  
  

• Initial Complaint

  Date:08/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Staples Energy got a permit to install a furnace at ***************************** through my tenant *********************. The furnace was installed and the City Inspector came out to approve the Permit - however since no HERS certification was included from Staples - the Permit approval was rejected. I am the owner of the property (***********************) and have placed numberous calls to Staples - but they never return my calls. I just want the permit approved - and for Staples get whatever documentation the City requires.

  

  Business Response

  Date: 09/06/2023

  ****************, director at Staples Energy, was notified of complaint ******** on August 31, 2023. ****** contacted a HERS rater and scheduled an appointment for a HERS rating at customers home for September 1,2023. This date did not work out for either customer or tenant. ****** rescheduled the appointment for September 7, 2023, between 9am and 3pm. Both customer and tenant agreed to this date and time. Once the rating is completed,Staples Energy will get final signoff of the city permit.
  Thank you.

• Initial Complaint

  Date:04/03/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The gas representative who installs the furnaces has come twice already to change the thermostat. The furnace turns on automatically which can cause a fire. Today, my son was in the living room when the temperature reached almost 78! Please come and take away this furnace/cancel the gas line. This is dangerous! I sent the video to your representative ###-###-####. I can send it to you directly as well.

  

  Business Response

  Date: 04/10/2023

  In response to complaint #********:

  A technician from Staples Energy reached out to customer and arranged to visit customer’s home on 04/04/23 to address an issue with the thermostat. The source of the problem was identified, and appropriate repairs were made. Details of the repairs were explained to customer’s husband upon completion and prior to the technician leaving the home on 04/04/2023.

  Staples Energy is proposing that this case be considered resolved.

• Initial Complaint

  Date:03/26/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Staples Energy RHA hired and paid, which handles the PG&E energy program. My heater in December stop working. I contacted PG&E and was forwarded to RHA I told them about the heater not working and an appointment was made for an inspection. On 1/12 two men came to my house and inspected the heater. (found his name later off my ring doorbell) ****** first examined the thermostat and found no issues. He then went into my Garage and inspected my heater by placing cardboard out of my recycle and setting it on the floor in front of the heater he took off the two doors and used an instrument to test power. I watched as he touched several spots inside the open heater and found no power checked the outlet and found that the outlet had power. He stood up and asked if he could take pictures I said sure. He told me that he would have to report to the R&R department and left. Two weeks later I did not hear back so I called again this time RHA gave me a number when I called ****** from the Heat contractor answered I explained I was waiting to hear back. She looked up my residence and said we had no record of anyone coming out. I explained two men in a white truck came and inspected the heater. She said if I let a third party inspect the heater it NULLs the warranty. I explained RHA sent them I called RHA back no one seemed to know who came to my house. After phone calls, we determined Staples energy sent two men It is my understanding now after the series of events that any contractor that touches another contractor's job could potentially NULL any warranties. Staples energy sent two men to my house to inspect a heater they did not install it. I had no idea the wrong contractors were at my house I would never have let them in. ******, after he left, I believe he realized he should not have touched the heater and lied to his employer stating I told him someone was working on it and lied about touching the heater at all Said he did not touch it he found it taken apart. ****** LIED

  

  Business Response

  Date: 03/29/2023

  In response to complaint #******** lobbied by customer: 

  
  

  Staples Energy was customer's enrolling contractor into the Energy Savings Assistance program on 12/27/2021, for which we performed weatherization services [only] at customer's home. A separate contractor, *******, was assigned to the furnace repair and replace (RR) services on 5/6/2022

  . 

  On 1/23/2023, at the request of customer's utility provider, Staples Energy was asked to investigate what we were told was an inoperable furnace. Upon arrival, we were informed by customer that another party was in the process of repairing the furnace. We witnessed that elements of the furnace had already been removed and we documented this with photos. At this point we were unaware that another contractor, *******, had already performed the RR services. 

  
  

  Therefore, as Staples Energy was not involved in in the RR services of the furnace in question, we have no obligation or responsibility to customer for this. Staples Energy provided weatherization services to customer in good faith and have worked to meet customer's weatherization needs through the ESA program. 

  
  

  Thank you, 

  ***** ****** 

  Regional Director, Staples Energy

  Customer Answer

  Date: 03/30/2023

  
  

   I am rejecting this response because: ***** has his facts wrong.

   

   I contacted RHA in late December regarding my heater which stopped working they inadvertently without my knowledge sent the wrong contractor Stables Energy. What I know now they never should have come to my house they did not install the Heater. They only did weatherizing and should of know better then to send someone out. 

   

  However, on the date in the question of January 12th two men showed up at my home one identified as ******. They entered my home and first inspected the thermostat then we went into the garage where I had a large box blocking the heater ****** moved it and asked if he could use a piece of cardboard to knee on he then took both doors off the front of the heater using a powerful testing tool touched several places finding no power he then unplugged the heater from the wall and tested my outlet. The outlet had the power he asked if he could take a few pictures after he placed the doors back on the unit and I was told the R&R program would be in touch. I did not hear back for weeks so I filed a BBB against Loviti and RHA both replied with the same information. That ****** told them I had told him someone was working on the heater. This is a total lie. I never told ****** that and I have a witness. It wasn't until both the Heating contractor and RHA replied and posted their evidence stating the pictures provided show the heater being worked on.  

   

  ***** READ THIS CAREFULLY YOU HAVE AN EMPLOYEE WHO FABRICATED A FALSE STORY AND I CAN PROVE IT. YOU NEED TO CALL ME IMMEDIATELY I JUST LEFT A MESSAGE AT YOUR OFFICE FOR YOU TO CALL ME. I EXPECT YOUR COMPANY TO MAKE THIS RIGHT AND REPAIR MY HEATER SINCE YOUR EMPLOYEE FALSLY MADE ACCUSATIONS AGAINST ME. AND BY HIS EXAMINATION OF THE HEATER LOVITI STATES THAT SINCE YOU ARE A THIRD PARTY YOU NULL THE WARRANTY AND THEY ARE REFUSING TO COME TO REPAIR IT.

   

  I BELIEVE YOUR EMPLOYEE WHEN HE LEFT REALIZED HE SHOULD NOT HAVE INSPECTED THE HEATER AND IS COVERING UP HIS MISTAKE. THANK GOD FOR CAMERAS AND RINGING DOORBELLS MY EVIDENCE WILL PROVE YOUR EMPLOYEE ****** LIED.

   

  I WILL NOW BE FILING A COMPLAINT AGAINST YOUR CALIFORNIA STATE CONTRACTORS LICENSE. 

  
  

  I AM NOT GOING AWAY UNTIL THIS IS FIXED AND I GET A FORMAL APOLOGY AND ****** IS FIRED AND HIS COLLEAGUE THAT WAS WITH HIM. ALSO TIFFANY SHORT ****** MANAGER WHO WOULD NOT HEAR ME OUT OR GIVE ME THE BENIFIT OF THE DOUGHT.

  
  

• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The SoCal Gas Company Energy Conservation Program referred me to them for the weatherization program as the weatherization program has been offered for decades for low income households and from my understanding it is a state funded program that facilitates for these businesses to help the communities in need. It has been 2 months and they have still not replaced my furnace and they have been giving me the run around about replacing my old washer. First they said that they would be able to replace my washer, then they said that the Gas Company has as guidelines that they can only replace washers for households of 4 or more. I contacted the Gas company and they said that they do not have such guidelines which means that Staples Energy lied and is giving me the run around. I am seeking for this company to finish the job as we are now in the winter months with my baby and still no furnace working.

  

  Business Response

  Date: 12/20/2022

  Reference ID: 18**5435

  
  

  Customer: Alma Deras (hereby to be referred to as “customer”)

  
  

  Date Staples Energy was originally engaged by customer: September 12, 2022

  
  

  Project Scope: Install home weatherization measures as provided through the Energy Savings Assistance Program.

  
  

  In response to complaint #18**5435 lobbied by customer, following is a timeline of events that have occurred between customer and Staples Energy between September and December 2022:

  
  

  • 9/12/22 Customer was enrolled for home energy efficiency improvements through the Energy Savings Assistance program.
  • 10/7/2022 Installation was completed at customer’s home. During the visit, a Staples Energy installer recognized that the customer’s single-wall heater would qualify for repair and replacement through the ESA program. An assessment of the wall heater was done but a new unit was not ordered because the current unit had been red tagged by the gas company for a gas leak. Gas company could not locate the leak.
  • 12/12/22 Customer was contacted, and an appointment was scheduled for 12/14/22 to attempt to locate and repair the gas leak prior to requesting a replacement wall heater. Permit was submitted.
  • 12/13/22 Customer canceled the appointment citing there was an infant present. Customer requested that the appointment be rescheduled for January 2023. A Staples Energy representative will attempt to re-engage the customer in January

  

  Business Response

  Date: 12/27/2022

  Reference ID:       18**5435

  Customer:             Alma Deras (hereby to be referred to as “customer”)

  Date:  Staples Energy was originally engaged by customer:  September 12, 2022

  Project Scope:      Install home weatherization measures as provided through the Energy Savings Assistance Program.

   

  In response to the rejected response for complaint #18**5435:

  On 12/21, Staples Energy Regional Director of Operations, James Hinson, contacted the customer by phone to address each of her concerns. An understanding was reached, and the customer agreed to proceed with her project enlisting Staples Energy to complete the work upon the customer’s request in early 2023.

  Customer Answer

  Date: 12/27/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18**5435, and find that this resolution is satisfactory to me.