ComplaintsforNational Energy Contractors, Inc.

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired National Energy Contractors to build a roof extension over our patio.Our kitchen has a bay that protrudes into the patio.We requested a roof that simply extended that existing roof over the patio.***** quoted the job with a 14 wide roof.That turned out to be a major problem because the existing roof was 12 wide.The installation team recognized this as a problem and decided to find work arounds to make it happen.The work-around caused another issue that need to have a work-around.That pattern repeated numerous times.We now have a roof that displays the entire series of work-arounds.The underside of roof was finished very nicely.However, looking at our house from a neighbors 2nd floor is not pretty.***** was not responsive to our complaints.He actually tried to bully us into agreeing that a discount would make us happy.His staff interceded and did everything possible to improve the appearance.The sad thing is that if anyone had consulted us about the problem we would have readily agreed to reduce the width to 12.There was never a need for the nightmare that was created by a bad quote from *****.

  Customer response

  09/05/2023

  There is no resolution. 
  The purpose of this complaint is to notify prospective customers that our project was not completed satisfactorily and that National Energy Contractors is aware of this.

  ***** bragged incessantly that he has never had a complaint

  ***** could have avoided this complaint if he designed the project properly or corrected before it was too late

   

  

  Business response

  09/17/2023

  Dear ****************,
  
  We are so sorry you did not have the excellent service that we wish all our customers to have. We obviously fell short of your expectations, and we apologize.
  
  The Management and staff of National Energy Contractors strive to exceed our clients expectations.
  We deeply regret that **************** was so unhappy with the project that he felt the need to contact the BBB. This concerns us greatly, so we would like to invite **************** to contact us directly at ************. We will continue to stand by our reputation and make every attempt to make them happy.
  
  We are willing to do whatever is needed to make this client happy. After completion, he wished the connecting roof larger and further back, we redid the connecting roof several times. We even approved several additional steps and additional upgrades for free like a wood ceiling not included in the original contract. After passing all the village inspections, **************** was even given a large discount when he acknowledged it was nice, but he was still not happy. We offered to come out to see what he wanted changed. He refused, stating he was enjoying the porch roof and did not want anything else and that he would mail the check for the discounted amount. We offered to make any additional changes and we will continue to reach out to see what we can do.
  
   National Energy works on approximately 300 homes a year, and this was a misunderstanding of expectation. We have changed our customer reviews of plans to not have these issues. Apon the completion, *************** stated that he liked the porch roof except from his neighbors second story window. I offered to redo the porch and the client said (paraphrase)that it was not what they initially bargained for (expected), but it was too nice to take apart.
  
  We are very proud to have earned the BBB, Complaint Free Award over 20 times including 2022 and 2021! We are greatly disappointed that we have lost 2023 due to this complaint, but we hold no ill will and hope we can resolve **************** complaint in a way he will be satisfied.
  
  **************************
  
  President
  

  Customer response

  09/19/2023

   
  Complaint: 20559479
  
  I am rejecting this response because:
  ****************,
  I wont waste time rebutting the numerous half-truths in your response.
  Lets focus on the statement made in paragraph 3. We are willing to do whatever is needed to make this client happy.
  Please remove the roof and install as requested.
  We very clearly requested that the ridge line of the existing bay roof be extended over the patio.
  We stood in the yard pointing at the ridge of the roof and requested that the existing roof be extended out over the patio.
  There is no room for argument.  This was the request.
  This is what we want and need to be happy.
  We dont care about the upgrades or discounts.
  As you have already stated that you will do whatever it takes, please advise when the work will begin.
  
  Thank you,
  
  *******************
  

  

  Business response

  10/02/2023

  NATIONAL ENERGY CONTRACTORS, INC.
  ***********************************************************
  **************
  
  
  
  September 28th, 2023
  
  Second response to complaint #********            (**************** Vs. National Energy Contractors,Inc.)
  
  We already redid the porch 3 different times. **************** had us do additional work outside the scope of his contract and then he expected to pay less. We are surprised at the complaint, especially after we did over a thousand dollars in brick work, re-shingled an area of the house roof, and even replaced some gutter on the house not part of our original scope of work. We made all these changes at no additional cost to ****************. Then we offered to build him a custom wood ceiling for free since he originally was going to build it himself. Now we see that all this was all done to no avail. Why did he accept this and a discount if he did not want them, as he stated in his letter! Is he saying he did not request all of these upgrades? This was all in good faith in our attempt to make our client happy, or at least, content and are amazed that he would file a complaint now! 

  The porch looks beautiful! We would like **************** permission to show photos of the porch including posting them to this complaint.Once the work was completed, we passed the Final village building Inspection. Then, my staff called **************** to schedule a meeting to go over the work and to get the final payment. He refused to let me visit, he told my staff he expected a discount.  He accepted a settlement and paid the bill.  This seemed to be resolved.  We were surprised when he made a complaint to the BBB after settling on the discount and free upgrades.
  

  At this time, if we are to perform any more changes, then we need to schedule a meeting with Mr. and *****************, myself, one office staff member, and the ******* of the crew. We need to all communicate and be certain of the exact plan of what it is. We will need to all be in complete agreement about what is and is not to be done. After this benchmark is accomplished, I will gladly schedule to meet with them in person.
  My staff is concerned that nothing will satisfy Mr. and ******************
  ***********************
  President of National Energy Contractors, Inc.
  
  
  

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