ComplaintsforCommonwealth Energy Systems

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Commonwealth energy installed 21 windows in my house on July 12, **** to the tune of approximately $9000. A little over a year ago I called them about some issues with some of the locks and mechanisms in the windows and they came out several months later and fixed those issues. I questioned at that time the excessive discoloration of the windows along the bottom. The repair man who came out had never seen this before and said he would investigate. One of the locks he were unable to fix and was going to have to order a new sash. Also they assured me they would look into the discoloration issue as they had never had that before. I have been calling them since March 2, 2022 to see where this issue stood. Based on my notes of calls made, I have called them 13 times, sometimes speaking with ***** who said he would pass the message on to at that time ********************* who was the president but now I understand *** who I think is ***************** son has taken over. On July 6, 2022 *** told ***** they were just behind and they would call me when the sash came out. I have received nothing but promises of return calls and now they wont even answer or return my calls. It would take too much writing to tell you the dates that I called them but just this year alone Ive called four times and left messages. Is there anything you can do to get these folks to respond to me. The one window still does not lock, there is another one with some of the mechanisms falling out and they have all discolored terribly. Please help. Thanks. These windows have a life time guarantee. Supposedly.

  Business response

  03/21/2023

  Thanks *********
  

  
  

  *****, I apologize for the delay in reaching a resolution for your problem. We have been working eagerly to overcome the delays in our services created by the pandemic. I apologize for the problems you have experienced in reaching us. This is a most unusual experience.

  We appreciate our customers and are typically prompt in responding.  As you are aware we have been working on this since you addressed with BBB, contacting you as needed. It is my understanding we need your email address for the manufacture to contact you for additional information so the issue can be corrected. ( Electronically is the manufactures preferred method of communicating)

  ******** will send you an email with a form attached for you to complete and once received by them, they will provide us(CES) with the materials to replace the defective windows. Hopefully we can get this completed within the next 30 days.

  We sincerely appreciate your patience in working with us.

  As you know we have been going through some changes within the company that has limited our ability to get this resolved.  Also the manufacture of the windows have been somewhat slow in assisting.

  Admittingly we dropped the ball on your issue in 2022. Hopefully we can regain your trust in our services once again.

  
  

*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. ↩