ComplaintsforIllinois Energy Windows & Siding, Inc.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had hail damage on 5/5/2024 to our siding on the west wall of our home. We purchased the siding on 6/16/2020. We have a P3 guarantee that is lifetime no nonsense 100% non prorated for as long as the home owner resides. Transferable to new owner do 60 years. Its a long list of things covered among it is hail resistant up to golf ball size. I called Illinois Energy spoke to service person I believe her name was ***** who stated its an act of god its not covered. I told her we have the guarantee we should claim it on our homeowners. We stated thats not what the guarantee quotes. She had one of their people out to look at the house 2 weeks later we called them back. She said she would need to talk to the production manager who wasnt in the have some product issues. Illinois Energy called my husband back and told him it will cost $2700 to replace the damage and that paper we have isnt a warranty. My husband had a heated argument with no resolution. I have tried to contact Cedar Ridge the manufacturer of the siding whose name is on the warranty 2days ago as of yet we havent heard from their customer service team. You have to fill out a form and wait til they contact you. This guarantee is why we originally purchased their siding. We have had no issues until now. Why would you give this guarantee if you arent going to honor it We hope you can help us work through this problem. Thank you

  

  Business response

  07/11/2024

  We are sorry to hear about the hail damage to ***************** home. As homeowners ourselves, we understand how frustrating it can be when Acts of God damage our homes. We also understand much of *********** has recently had hail damage.  We are currently working with a few customers and their insurance companies to help them through their insurance process. We are proud to help! We would like to address **************** complaint related to the Cedar Ridge Warranty.  Through our last 14-minute call with Mr. ****** he kept referencing what is called the P3 guarantee as our *********** Siding Warranty.  To be ******* clear, the P3 Guarantee is not our product warranty. The Purpose of our P3 Guarantee simply lists the benefits of Illinois Energy, its affiliations, product benefits and some statements related to warranties of products.  Mr. ***** is referencing a statement in the P3 Pricing Guarantee that says siding is hail resistant up to golf ball size. It does not state it is warranted as such.     It is proven through factory testing to resist hail up to golf ball size.  We offer some warranty related, but not to the extent of Mr. ***** expectations. There is also a clear statement at the top of the P3 Guarantee that the customer has ******************************************************** the marketing piece. This P3 pricing guarantee that the ***** are referencing is simply an apples-to-apples type guarantee related to the pricing when a customer originally contracts with our company. Again, it states the are 30 days to find lower pricing. Our contracts also state to see warranty certificates for actual warranties.

  The Cedar Ridge Warranty is a completely different document. The Cedar Ridge Warranty shows there is some coverage subject to limitations.  Basically, requiring the homeowner to submit an insurance claim. There would be some coverage beyond what an insurance company didnt cover. Our General Manager **** was trying to explain the difference between the P3 and our actual warranty, but Mr. ***** wouldnt listen to what **** was trying to tell him. He simply kept asking if we were going to warranty his job,and he isnt paying a F__ing dime towards his deductible. **** tried to be patient with Mr. ***** and several times he tried to get Mr. ***** to acknowledge or understand that he would have to reference his warranty, and there would be a process. **** was simply trying to come back to the fact that they would have to review the Cedar Ridge warranty together. From the beginning of this 14-minute phone call, Mr. ***** had an aggressive tone. He simply kept threatening to go to the BBB, and blow this up on the internet.  We understand Mr. ***** is upset and frustrated, but his upsets are based upon his own expectations and his misunderstandings of our marketing materials. We dont respond to swearing,yelling, threats, and the racial slurs Mr. ***** said towards ***********************.  At the end their last call Mr.***** told ****, and I Quote from **************** mouth, ***********************, you aint even a F__king Mexican.  Mr. ***** then abruptly ended the call. We understand that Mr. ***** doesnt like the bearer of bad news, but **************** tone, approach, use of repeated profanity, and racial slurs are unacceptable and unforgivable. If any of this behavior continues, we will limit our help to only the minimum required based only upon expectations we created. Please understand this kind of process requires a contractor to help you on your behalf, both with the insurance company and manufacturer.  We are proud to help, but Mr. ***** is going to have to understand he must follow the proper procedures like anyone else in *********** that experienced hail damage. 
  
  Solutions: We will offer the same solutions that were offered before.

  1) If the ***** would like another copy of the Cedar Ridge Warranty Certificate, we are proud to provide and review the coverage with them. There is hail damage coverage with the Cedar Ridge Warranty, however, there are terms and conditions that apply which are stated in the warranty itself.  Per statement of the Cedar Ridge Warranty, they will have to make a claim with their insurance company first. This process all flows from there.

  2) The *****s will have to file an insurance claim with their homeowners policy.  We are proud to provide any support, documents, or pricing that is needed with the insurance company.

  3)  If needed we can help them with the claim process with Cedar Ridge Manufacturer after the insurance company issues what is covered. 
  4) We will perform the work needed to fix the siding. 
  These are the solutions offered before this complaint and the solutions still apply. 
  Thank you,
  Illinois Energy Management

  Customer response

  07/19/2024

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

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am filing a complaint in regards to a siding job that was done on my home.Workers used a hydraulic scaffolding system for part of the demo and wrapping of my siding. This system including drilling screws into my roof. I was not informed that this system was going to be used prior to the workers installing it on my house. I was not made aware of before hand that my roof was going to be touched by the company at all. My roof is approximately 5 1/2 years old.On July 10th, 2022 a representative from Illinois Energy came out to do a final walk thru of the job. I made him aware we were not happy about our roof being drilled into and asked for pictures of where the screws were placed into the roof. On July 12th, 2022 **** from Illinois Energy came out and took pictures of the roof. Told me the s**** holes were patched as they should be.On July 20th, 2022 I had a representative from our roofing company come out and take a look at the repaired holes. He did not agree they were sealed properly and a few days later provided me with a proposal (price) to fix the roof.On July 25th, 2022 I forwarded the proposal to Illinois Energy and stated they should be responsible for the cost of repair. On July 27th, 2022 *********************** from Illinois Energy called me about the roof and proposal. He did not agree to the proposal and accused the roof company of price gouging. He told me they could come and replace the roof shingles. I told him my warranty with my roof company would not be valid unless the roofing company did the repair work. He told me that warranties are usually only good for 1 year. Nate then told me he was trying to go above and beyond for me by offering to replace the shingles. When I told him the conversation was over, he came back with they would pay for half of the proposal. As far as I know, Illinois Energy is a siding, windows and door company. I do not know if they hold an Illinois roofing contractor license/number.

  

  Business response

  08/02/2022

  We want to thank Joy for her business. The scaffolding system mentioned are pump jacks, and they are commonly used across many ***************************. They are used to ensure the safety of our employees by bringing our teammates and materials up the wall with the simple push of a foot.  This also limits the number of trips up and down ladders.  We understand Joys concerns, however, we followed all recommended installation instructions from the manufacture, and use of this equipment is common practice in the industry. After the pump jacks were taken down, we sealed the shingles.  As an additional solution we offered to replace the few shingles that the pump jacks were anchored to. In the end, Joy preferred to have her roofer do it. We understand, and to satisfy our customer, we paid for the solution she was most comfortable with.  We very much appreciate Joys business, and we are happy to consider this resolved. 

  Customer response

  08/08/2022

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

• Initial Complaint

  05/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My trampoline blew into my neighbors yard and damaged. a small portion of their siding during. a bad storm. Since it was my trampoline. I offered to. pay for it and do the right thing. Illinois Energy Windows. & Siding did the whole house siding in 2019 for my neighbor. My neighbor had them come out to fix the problem I was. charged $741.00 for. 3 small. pieces of siding and an hour and one half worth of labor. The estimated that I received from this company after payment was made had no breakdown of material and labor just a total amount due.When i called to ask why it was so expensive I was given a total of $366.00 for material and $375.00 for labor. I was also told that if anyone else would have done the work. the lifetime warranty on they siding would be null and void. They would not give me the manufacturers name. They also said. that they do not warranty Acts of God. They had me talk to **** the Service Coordinator and then she had me talk with *********************** the *** They would not tell me the price of the piece of siding nor would, they would tell me. the manufacturer and they would not tell me how. much labor was. The men that came out to fix. the house were here for about an hour. What this company is guilty of is price gouging. and holding their customers. hostage. They saw an easier opportunity to make money and took it. My husband is a General Contractor and could have fixed for under $200 with Labor and materials. **** was very combative with me on the phone and was hesitant to answer any of my questions. Nate tried to explain it away by saying they factor in marketing, ect. Bottom. line is they are not an upstanding company and are out to price ***** people and I would appreciate any help you can give me in this matter.Thank you,*****

  

  Business response

  05/13/2022

  We received a call from our customer who let us know his neighbors trampoline blew into his home during a storm and damaged three pieces of siding. In response, we assessed a time and material charge at which point our customer agreed to pay for the service. Acts of God are not covered under our warranty, this is a standard limitation across the industry along with many others. This seems to be a personal matter between our customer and their neighbor who has submitted this complaint.
  
  In response to a few accusations, when ***** asked for an itemized list of material and labor, she was given those details immediately on the phone. We also gave her the brand name of the siding, that she had asked for. We certainly wouldnt risk our reputation and 20 years of business over a repair. We would like to remind everyone that the price to repair the siding was given to our customer, who had a wonderful experience with us.  We have close ties with this particular customer, whose son had an opportunity to work here in a couple different positions. By no means would we price ***** them or any of our customers for that matter. When the ** spoke to her and her husband,he explained that the pricing provided DID NOT include any marketing or commissions. We would like to stress that the agreed upon price was done between Illinois Energy and our customer, not the person filling this complaint.

  Customer response

  05/16/2022

   
  Complaint: 17189852
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a new patio door from Illinois Energy Windows & Sidings **** Before purchasing the door we visited the showroom and speak with a salesman to decide the type and color of their product. We were pleased with the product and scheduled an appointment for the salesman in our home.The salesmans was very knowledgeable and we discussed the color of the door and the grids in the windows. We have golden oak hardwood floors, windows and doors and we wanted the door to match the floors. The salesman said he had the color of floors in his home and he had a cherrywood patio door in his home. He showed us pictures of his home and his dogs. We again said we want the door the same color as the floors. The windows in our home have **** colored grids in the windows and their is a window on each side if the patio. We agreed on a price and he completed the paperwork and my husband signed.The door came and as being installed my husband noticed it was the wrong color. The installer said he could not stop as the other door came out in pieces. We understood and said we would contact the salesman. We contacted the salesman who said that we got the door we signed for and showed us the contract that said the color we signed for was DWG. Which is dark walnut grain. We said we did not know what code meant and assumed it was the light color we discussed. He said they would not replace the door. We could pay the balance on this door and pay half the cost of the other door. We contacted the areA manager and he said the same thing, we got what we sighed for and would have to pay the balance and half of the other door if we wanted. Or, he would replace the glass with the **** colored grids and he would take $500 off the remaining balance of the door. He said he has worked with the salesman for many years and is a hi volume producer. We are 78 years old and getting our house ready to sell. There was not an apology or discussion of resolution because we got what signed for

  

  Business response

  05/24/2022

  We would like to thank Mr. and ******************* for their business. This comes down to a misunderstanding between our company and our customer. When we heard about their concerns, both parties spent a lot of time and worked very hard to find and agree upon a final solution to their initial upset. We understand that colors are a very important part of the decision-making process, and we have a showroom to help give our customers an idea of what these colors look like on windows and doors. However, when making the final color choices, that is always best done while in the home. While the salesman and the customer did meet in their home,the dark woodgrain (DWG) was chosen, written down in the contract and authorized by both parties. Illinois Energy executed what was in the contract,and we are very sorry to hear that we did not meet their expectation. We were under the impression that the agreed upon glass replacement and $500 discount was a fair solution to their upset, based upon the numerous conversations over several days. These are vinyl products, and we have three woodgrain colors to chose from. It is very difficult to get these colors to match everyones individual needs. However, these three colors typically will be in the family and compliment most wood stains in Chicagoland homes. In these types of scenarios, customers can choose one color or another and, in our experience, it would be a few shades darker or lighter than the existing wood stains. It really depends on an individuals preference and can go one way or another. In good faith to our customer, we would be willing to offer an additional discount discussed privately, not publicly. Or as an alternative we will replace the door with the light woodgrain door. We would like to emphasize that the light woodgrain still would not match their floor. We apologize for any misunderstandings and hope to come to an amicable solution. Please let us know how you would like to proceed.
  Thank you,
  Illinois Energy Management

  Customer response

  06/13/2022

   
  Complaint: 17187454
  
  I am rejecting this response because:

  
  I reject the business response. I do not have any documentation as it was one face to face conversation and two phone calls.
  
  II regret that I did not respond within your assigned time frame. I did not even know there was a limited time to respond. My husband had surgery and this was not my priority.
  
  Thank you

  
  
  Sincerely,
  
  ***************************

  

  Business response

  06/13/2022

  Hello ******,

  We hope your husband is OK and we're wishing him a speedy recovery.

  In regards to the time frame, that is set by the BBB, and not us. Our offer to resolve this issue still stands - We would be willing to offer you an additional discount OR order a new patio door in the light wood grain. Please call us at ************ to discuss this further. 

  Thank you,

  Illinois Energy Management 

  Customer response

  06/18/2022

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

• Initial Complaint

  12/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Performed siding job on garage and house, Illinois energy windows and siding did not obtain proper permits for job.

  

  Business response

  12/09/2021

  Our company has been in communication with the Village, and at this time the permit is going to be delivered to homeowner tomorrow, Friday December 10th. 
  
  We will be scheduling the inspection necessary (final inspection) at which we can estimate will be taking place mid-next week. 
  
  Our production team has been communicating with the homeowner, and I have reached out and left a voicemail for a call to go over the complaint.
  
  Awaiting a return call from the homeowner.

   

  *************************

   

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