ComplaintsforEnergy Efficient Replacements

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I dropped off a screen to have one duplicate made and rescreen the original. I went to pick it up this morning. He brought out 2 small screens, which I immediately said, those arent mine. He told me they were mine. A back and forth preceded with him insisting theyre mine and me saying they werent. Why would I lie about that? I asked him to measure them to compare what was on the order. He refused. He told me , *********************** lady, get out of my store. The last thing I saw as I pulled out of his parking lot, was him giving me the finger. Now I dont have my original screen or the replacement.

  

  Business response

  09/08/2023

  I own the company, ***** came into office to retrieve her screens, when she dropped them off she was complaining she could not afford to have them done, our worker at front desk discounted her job, only billing for new screen that was being built and re-screening old screen at no charge. When one of our worker brought  the screens out she immediately flew off the handle complaining they were not her screens. Our employee said he thought they were hers but she kept screaming, at that time she was told to leave, as she was driving away she yelled F You and our employee did stick up his middle finger. 

  I as the owner reached out to ***** later that day, told her i found her screens, she wanted to wait until after holiday to get them, I offered to bring them to her. I scheduled with her to bring today at 12. When I arrived I asked what windows the screens belonged to and installed them for her. I told her if she had any additional screens I would take care of them at no charge, also we did not charge her for the screens she is complaining about. She declined and stated someone else is doing other screens. I apologized for our warehouse person she delt with that day. She then asked if he was fired that person, I told her no, she then demanded a written apology. She started belittling me and our company so I politely stepped out and told her to have a nice day. As I left she was screaming out her door that she is going to blast us all over internet. We will have no more contact with this customer, she received her original screen back with new screen fabric as well as a free duplicate screen. 

  Customer response

  09/13/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID *******

  When I was there to pick up my screens, the manager brought out two tiny screens. I kept saying, they are not my screens. As my frustration mounted, his responses were, yes they are your screens. Theyre the only screens back there. How do you know theyre not your screens. It had the order with your name on it. The only screaming was when the manager said, *********************** lady, get out of my store!
  
  ************** came to my home with the screens on 9-7-23. He said, I want to apologize for how you were treated. But I wasnt inside the office so I dont know exactly what happened. I asked if he had watched the video? His reply was, the cameras werent working. I found that answer quite odd when there were cameras everywhere. He even made that clear in the first voicemail that everything was on video. I asked if that manager was still employed. He answered, as of right now, he is. I asked for a written apology and he agreed. My next question, is he even the manager? He said no. He just works in the screen shop. Hes not in charge of anything.
  
  I asked ************** to stand in my shoes and if this had happened to him, what would he have done?
  I would have told them they werent my screen. I did that. I would have argued with him. Thats exactly what I did. It was at this point, he started making excuses for the behavior. Hes young. Hes still learning. He doesnt manage anything. First, there is no excuse for this behavior. Its abhorrent that an owner of a business would make excuses of any kind when an employee says these things.
  
  I never mentioned his company but I did tell him what bothered me most was his lack of follow up. On Friday, 9-1-23, he found my screens and sent me picture. A big one and a tiny one. I said it looked like my screens and could he send me the measurements. I also requested the dimensions on the original order. He texted he had left the shop but would send them the next morning. I received nothing. I didnt hear from him until Thursday, 9-6-23. I told him his follow through was terrible. Yes, it was a holiday weekend but he didnt get back to me on Saturday. He knew a customer was treated horribly. I would have thought I would be a priority to him and he would contact me Tuesday morning. But instead, it was five days later. ************** didnt want to discuss his lack of follow up. He said, you didnt get charged, have a nice day.
  
  ************* can be assured I will never do business with him due to his contempt, condescension and arrogance. It is my right as a consumer to review his business on any platform I see fit. It is my right as a consumer to review his company on any platform I see fit.

*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. ↩