ComplaintsforEnergy Pros Windows, LLC

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a contract in April 2022. Unsatisfactory stucco job started at the end of June and continued through the whole month of July 2022. We paid $13,700.13. We were never satisfied with the workmanship or fixes that were attempted. The dissatisfaction included color variations, different textures or styles as applied, cracks around windows, cement showing through where no stucco covered it, splatter of cement as well as stucco on items we were told would be protected (our travel trailer, new flag pole, new garage door, freezer, storage units, windows, etc.), stucco over obvious repairs needed beforehand, alcoholic beverages on the job, uneven surfaces, promised work not provided like power wash of whole house, window popouts (which we did receive a credit for), no new cap on our chimney, and spray with hopper of whole house on a redo. The hopper was only used on three sides of the house when we were told the whole house would be sprayed so it would match and the whole sides were not sprayed just the trouble spots. We didn’t receive a “paid in full” receipt nor warranty paperwork from this company. We are hard workers and expect the same of others, unfortunately, this company did not provide quality work for us. We had to pay for a second stucco job and when they did the power wash a lot of the stucco fell off which they said should not have happened with a recent stucco job. They also corrected all of the issues we had including smoothing out all walls so the sides are all uniform. We chose synthetic stucco the second time because we were wary of traditional not sticking properly. We are very happy with the work done by the second company. Unfortunately, paying double for stucco has set us back considerably in our home improvement budget.

  Business response

  02/08/2023

  
  To whom it may concern: Please consider this my response on behalf of my company Energy Pros Windows, LLC a New Mexico limited liability company ("Energy Pros") to the baseless complaint filed by the ********* on January 30, 2023.
  
  Approximately 6 months have passed since Energy Pros completed the stucco work at the ******** home as agreed. Suddenly this unfounded complaint is filed. As the Complaint states, they relied in part upon Energy Pros' BBB rating, which is excellent based on its work in the home improvement industry over the past 25 years and is evidenced by over a thousand satisfied clients. Energy Pros has built an excellent reputation the company proudly stands behind. During that time, only a handful of complaints like this have surfaced. 
  
  As the Complaint acknowledges, Energy Pros attempted on several occasions to address the customers concerns. When the clients initially expressed concerns about the work, I personally went to their home with a colleague within 3 hours in an attempt to address their concerns. My 5 man plus stucco crew is very experienced with some team members having 20 plus years experience and previously worked for another local well known stucco installation company for over a decade. The stucco application was done by hand and touched up with a hopper used at the discretion of the application crew members. However, as the Energy Pros written contract signed by the customers made clear, all warranties are through the manufacturer. The manufacturer did not offer a warranty for color variations or fissures or hairline cracks. The photos show only hairline cracks, which are normal, expected and do not require repairs. All stucco procedures and the application process were explained in detail to the customers and reduced to writing. The customers never asked to address uneven surfaces and as a result that was not included in the scope of work. The photo shows an area of approximately one-quater to one-third of a square inch on a job that was approximately 2,000 square feet. As for their complaints about stucco splatter, the customers were advised to move a freezer and recreational vehicle away from the jobsite, but failed to do that. The splatter issue was never brought to my workers attention, when I learned it may be an issue I offered to remove it but the customers would not allow me to do so and now complain about it months after the fact and after they hired another company to apply an entirely different product synthetic stucco over traditional cementatios stucco. A power wash of the entire house was not required by our agreement in writing. Energy Pros has no knowledge of any alcoholic beverages on the jobsite and denies any containers were left by its crew.
  
  Until now, the customers never mentioned a chimney cap to me or my crew. Although offered Synthetic Stucco, the clients chose traditional stucco even though they now say they were concerned about it "not sticking properly." Perhaps the customers simply changed their minds and settled on a Synthetic Stucco job they now would like my company to pay for. Although Energy Pros offered to resolve the issues through text messages and telephone conversations, the customers refused such offers. The clients held up the stucco work for months while they unsuccessfully attempted to hire someone to paint soffit and fascia areas or replace wood. Although the customers contracted with Energy Pros to install rain gutters, they eventually changed their minds and their downpayment for this work was refunded in full (as they acknowledge) even though it was technically past the rescission date. Customers also acknowledge receiving a credit for "window popouts." Our agreement did not cover any work for a chimney cap or hopper work as they claim. I sent the stucco crew back on at least two occasions, but the customers were not satisfied with our attempts to address their concerns. When I offered to address concerns to make them happy they refused, telling me "Lets let bygones be bygones". I heard nothing more for six months until this complaint. 
  
  In summary, Energy Pros did what the agreement called for and the customers refused to allow to address their concerns after the fact. Under these circumstances, their claim for a refund is unwarranted. 

  Customer response

  02/09/2023

  Complaint: ********

  We respectfully reject the business response and submit the following abbreviated timeline:
  
  On 6/27 when I started to hook up my trailer, the foreman told us not to move it. He said it was far enough away and they could cover with plastic if necessary. This is consistent with what the owner told us when we signed the contract.
  On 6/28 we were told they would power wash the whole house when they returned the next day, the next day there was no power wash and the cement coat was started.
  On 6/30 we made 2 phone calls with problems we saw including: patchwork needed, prep work not finished and no power wash. We didn’t hear back from anyone.
  On 7/5 we were informed that there were no popouts but received a credit for them.
  On 7/7 we were told the color variations would go away once the stucco dried but they never did. We expressed dissatisfaction with the differences in texture applied but were told they have a job in Los Alamos the next day and wouldn’t return. We did a walk-around inspection after they left and made a long list of issues to discuss with the owner.
  On 7/8 we called the owner about how to address our list of issues. He told us his men are ********** ex-employees and would get it right. This is not the first time he said this.
  On 7/11 we met with the owner to look at the problems, he tried to explain them away wanting to move on to placing gutters but we told him not until the problems were addressed.
  On 8/11 we called the owner not having heard from him and he said he wanted to wait for his foreman to look at the problems but his foreman was in Mexico for 10 days.
  On 8/16 the foreman was supposed to be back but he was still in Mexico. The owner and his wife came by and acknowledged he saw the things we saw which we considered problems. His wife assured us he cares about his customers and would make it right. He told us he wanted his customers to be happy but it may take some time to get the fixes done.
  On 9/6 the foreman called and said he’d be by on the weekend sometime but he never showed up or called.
  On 9/7 we called the owner to say his foreman didn’t show. The owner told us he himself texted the foreman not to forget. The foreman told the owner he called us the previous week but we didn’t respond and that was just not true.
  On 9/12 the foreman came to our home to tell us he would shoot the whole house with the hopper in 2 weeks. He said he had a stomach bug the weekend he was a no-show.
  On 9/27 the foreman came with the hopper but only sprayed three sides of the house on just the trouble spots. He told us previously the whole house would be sprayed so it would match. But he didn’t have enough materials with him for that when he came because he said he was told to only fix the problems.
  On 10/3 we spoke with the owner to say it’s better but still not satisfied, again, workmanship was the issue. We were willing to let them fix the stucco problems but didn’t want to continue with gutters so we requested a refund of our gutters deposit.
  
  For over 25 years we had traditional stucco on our house that didn’t have the problems our new Energy Pros traditional stucco job had. Our problem wasn’t the stucco it was the workmanship, as communicated repeatedly.
  
  We could respond with a tit-for-tat to the owner’s responses but he knows HE’S not being truthful.  We did not hold up the job but had to wait for his crew to be available. We did inform him about alcohol on the job the day it happened and by whom, we did have a list of a dozen issues including uneven surfaces, color variations, cement showing through, splatter, flaking and cracks, texture changes, etc. We only opted for synthetic on the 2nd stucco job because of the traditional stucco job done by the owner’s crew.  Their workmanship created the doubt. We didn’t say, "Lets let bygones be bygones". We asked for our gutters refund and said we’d go our separate ways.
  
  It’s interesting how the owner points out the amount of time to file our complaint considering how time didn’t matter when we had to wait for them. We had to get the stucco problems fixed, we had to get the money for a 2nd new stucco job, we had to decide how to proceed against the owner:  file a Small Claims Court case, picket the owner’s booth at home shows, do on-line reviews, file a complaint with the BBB. We decided on the reviews and BBB complaint. We signed the contract in April, the work started in June and the last attempted fix was at the end of September.
  
  We had about 20 pictures showing the issues but the BBB’s website did not upload them all. There are better ones showing the problems which can be provided.
  
  Finally, if the BBB doesn’t post awareness of grievances on their website how are consumers to make informed decisions without a full picture?  Ours was not the only grievance. On-line searches uncovered more than one complaint.
  
  In the spirit of compromise, perhaps we can split the cost in half and be done?
  
  Regards,

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

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

  Business response

  02/21/2023

  Energy Pros disagrees with the customers allegations and maintain the company did nothing wrong, but fulfilled its contractual obligations fully. Although Energy Pros did nothing wrong in this case, in an attempt to fully resolve and settle any and all claims/issues the customer may have regarding the work, including the BBB complaint or claims, we would be willing to pay the customers $1,000. in full resolution of all claims they have or believe they have.

  Customer response

  02/26/2023

  Complaint: ********
  
  I am rejecting this response to will consider all available options.
  
  
  Regards,
  
  ****** ********

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

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