Complaints

• Initial Complaint

  02/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our condo building, which Im on the board, hired this company to do a report and they have missed the deadline that they self imposed by several weeks. They keep saying they are working on it but always another excuse on why its late.

  Business response

  02/24/2025

  We sincerely apologize for the delay in delivering the requested report. Upon receiving this complaint, our team immediately took corrective action to expedite the process.
  
  The report, involving significant technical detail and sensitive information, required additional quality control to ensure accuracy and thoroughness, particularly given the complexity and the implications of its content. We have prioritized this deliverable, communicated directly with the client, and clearly outlined our plan for the reports completion.
  
  As communicated to the client earlier today, we have set an internal deadline and committed to providing the finalized report by Wednesday, February 26, 2025. We deeply value our relationship with our clients and are committed to transparency, accountability, and timely communication in resolving this matter.
  
  We appreciate your patience and understanding as we finalize our deliverable and reaffirm our commitment to providing exceptional service.
  
  Respectfully,
  

  BES

  Customer response

  02/25/2025

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues in reference to complaint #********. However I have been given deadlines from them in the past that they have missed. I hope they make this one and that this complaint will be closed once and for all. 
  
  Thank you,

  ****** *****

• Initial Complaint

  10/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Building Enclosure Science, LLC (BES), was hired as the engineering company for our condo complex (Chelmsford Village Condo, CVC) renovation project (the Envelope Project), and ***************************** (SPS) as the company to execute the renovation plan. Due to a design mistake, the renovated patio closet, which houses my heating/AC unit, prevents proper maintenance of the heating/AC unit. Specifically, the newly modified balcony closet prevents proper replacement of the furnace filter. Furthermore, if the motor and/or the fan of the unit needs to be taken out for repair in the future while following the guidelines issued after the Envelope Project by the ********* of ********** there might not be enough clearance to do so without extra cost added than before the Envelope Project. The filter replacement problem had been fixed by SPS only after my complaint to Better Business ***** (BBB) against SPS but the possibility of not having enough clearance to remove the fan or the motor of the heating/AC unit has not been resolved so far. Before modification of the balcony closet, the fan and the motor of the heating/AC unit can be taken out from the front opening of the unit but there might not be enough clearance because the closet modification added sill and threshold right in front of the front opening. I like to obtain a guarantee that, in the future, any extra cost estimated by the company performing heating/AC unit repair more than just dropping down either the fan and/or the motor will be paid for by *** should I encounter difficulty of removing either the fan or the motor for repair because of the interference of the renovated closet. For details of my complaint against ***, my explanation of the problem, the unwillingness of *****, a BES engineer, to take responsibility to fix the problem, and supporting evidence, please see the attached PDF file.

  Customer response

  11/11/2022

  I have not heard from the business in response to my complaint.  Similar to my experience with the engineer from this company, they do not seems to care about their customer, nor do they take any responsibility for the problems they cause.  Their lack of any response does not surprise me.

  Business response

  01/25/2023

  See attached response 

  Customer response

  01/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Kuo-ming

   

   

*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. ↩