Complaints

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I hired Washington Energy Services to replace my broken window. On 3/15, they replaced only two of the three windows, because they didn't bring some safety equipment for the 3rd one, then for the two they replaced, they didn't install the bottom stop correctly, it's supposed to be tilted, but they installed it flat, so the water is stuck on the bottom stop. On 3/22, another crew came back to install the 3rd window, it was an disaster. The crew lead ***** is extremely rude and hard to work with, he first refused to fix the stops issue on the other two window, then told me he can't install the *** stop I provided because his table table would chip... I showed him that I have *** stop written on my contract with them, finally he agreed to do it. Then after the job was done, they left a big mess under the window, and didn't caulk the bottom of the windows stops, and leave nail holes without caulking. See pictures of all these issues.

  

  Business response

  03/30/2023

  We acknowledge receipt of Mr. ****** complaint on 3/27/23. We immediately called ************** and set an appointment for the following day for our installation manager to inspect the glass replacement project and to make corrections, if needed. Following are Mr. ****** stated concerns and our resolution and or comments:
  
  1. On 3/15, they replaced only two of the three windows, because they didn't bring some safety equipment for the 3rd one. This is correct. The third window was too far from the ground for our crew to safely access with the standard 32 foot ladders that we carry on our trucks. We returned on 3/22 with a 40 foot ladder and successfully installed the very large third piece of glass. ************** signed off on the completion of the work order at that time. We would have preferred to install this glass on the first visit, but the safety of our crews is our most important *****. We apologize that this project ran longer than originally anticipated.

  
  2. For the two they replaced, they didn't install the bottom stop correctly We are not accustomed to having our customers provide installation supplies. The product that ************** supplied was not something that we normally work with, so the crews were unsure of the exact application. Once ************** explained the product in more detail, corrections to the original installation were made.

  
  3. After the job was done, they left a big mess under the window Our post inspection on 3/28/23 did indeed show that there was debris left on the roof below from removal/replacement of the third window. Our installation manager removed the debris and swept the surrounding area. Extra coaching of the install team was done.

  
  4. And didn't caulk the bottom of the windows stops, and leave nail holes without caulking.  Our post inspection determined that this observation was not true. The install team fully caulked all stops and nail holes. But, they used clear caulk on the nail holes, which gave the appearance of an unfilled nail hole. Our installation manager added white caulk to the nail holes and applied additional caulk to the window perimeter for Mr. ****** peace of mind. The home is to be painted soon, so clear caulk was not a concern at the time.
  
  This was not the first time that we have worked with ************** at this residence. In early 2019, we successfully installed 3 windows and 13 pieces of glass for him. Its because of our performance on that project that ************** chose to use us again. We are a little bit baffled that the decision was made to complain via this forum instead of first calling us to voice any displeasure. Customer satisfaction is our second most important *****, right behind crew safety.
  
  ************** can rest assured that his new windows are covered by both a product and installation warranty. We will happily respond to any future requests for service or repair. We apologize that his experience on this project was not up to his or our standards. Well use this as a training opportunity and were hoping that ************** will give us the chance to shine in the future.
  
  Regards,
  
  ***********************

  Customer response

  03/30/2023

   
  Complaint: 19642078
  
  I am rejecting this response because:

  1. I supplied the *** board which works exactly the same as primed wood board for the window stops. The incorrect installation was that they didn't tilt the bottom stop for 5 - 15 degrees as all window installation requires. This has nothing to do with the material itself. Because of this incorrect installation, my painter painted all the windows before I found out this mistake by ***, so I had to pay extra to hire painter again to re-paint the stops after *** fixed it on 3/22.

  2. Their response didn't mention that I personally cleaned up most of the mess they left on my roof, the follow up on 3/28 done by **** was just vacuum the rest of the debris.

  3. On the 3/28 follow up, **** from *** used a knife to inspect the caulking on the original two windows, and he admitted that the caulking was not enough, so the water would stuck between the stop and glass. **** fixed the caulking for the 2 out of 3 windows, but again he told me he didn't bring a long ladder to fix the caulking of the 3rd window, and need to reschedule for the next few weeks. However I already scheduled a painter to fix and paint the 3rd window on the next day, keep delaying this fix would cost me more for painting, so I refused to reschedule and have them fix the caulking of the 3rd windows. I ended up paying the painter to fix it before painting on the next day.

  4. *** did replace quite a few windows for me in 2019, and it went smoothly so I hired them again this year. However the installer ***** was extremely rude during the 2nd installation to the extend that I felt uncomfortable to work with them again, so I chose to use BBB to resolve this.

  I'm requesting $300 refund from *** for all the extra cost for fixing the caulking and repaint the incorrectly installed stops and extra time I used to clean up the mess their installer left behind. 

  
  Sincerely,
  
  ***********************

  

  Business response

  04/04/2023

  We acknowledge, and apologize,that this project did not go as smooth as expected.  We understand that ************** had to invest additional time and resources to complete this project.  We are issuing the $300 refund that he has requested.  The check will be mailed by the end of the week.

  Customer response

  04/15/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid about $14,000 In April of 2020 to have an new heat pump and furnace installed by Washington Energy Services. It's been working okay until the first week of July when the air conditioner wouldn't work. I called them and they sent a technician down to our house to diagnose the problem. *** (I think was his name) said a part was bad and that he'd order a new part and come back. A week or so later he came back and installed the part and it still wouldn't work. He said he'd come back again with another technician to again diagnose the problem.So a couple weeks later they came back and said it needed another part. A week or so later they came back to install the new part and this time they said the compressor was making noises and it still would not work. They said they would submit the problem to management but I still haven't heard anything back from Washington Energy. Since the beginning of July thru today the weather has been mostly very hot and we have been without the air conditioning that I paid $14,000 for. Help please.

  

  Business response

  08/30/2022

  We are sorry to hear of the issues that **************** has experienced with the system we installed in April of 2021 and the frustrations it has caused.  We will be replacing this unit at no charge to **************** on September 14th. The distributor has not yet approved the replacement, but regardless of their decision we will take care of this situation and replace the unit.  We apologize if we did not clearly communicate this in a timely manner.  We greatly appreciate Mr. ******* business and thank him for bringing this to our attention so that the situation can be resolved.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got a loan from King ****** House repairs program, ( for financially hardship people) I pay half the cost , king ****** loan me half to replace the existing aluminum windows and 3 patio doors, because the aluminum sweats and forms a sheets of ice in *******. I was giving life long warranty. The windows are great, but, Washington Energy Services replaced all three doors with wooden doors one of them was rotted due to the elements. I contacted the company, And talked with Vice President of the company, he said he needs the prove that his company did the replacement, I was able to contact King ****** House Repair program, and my loan shows it was done by Washington Energy Serves. Washington Energy send ************************* to inspect, and I got a email today on July 31 that they dined my claim. I had conversations with many contractors and stores, the first thing they told me is no one should put wooden doors for patio doors. I am very disappointed with *** s response and attitude, I strongly believe like all other contractors and stores, *** has fiduciary duties to not use the wooden door for patios. Be grateful for your help, and I want them to replace the doors. And educate others never use wooden doors for patio. Thank you for your help. I can provide email s and photos. *********************

  

  Business response

  08/05/2022

  Washington Energy Services empathizes with Ms. ***** problem with her door system.  ************ contacted Washington Energy in June for replacing an exterior patio door system.  We sent a home project advisor out and provided a replacement quote for her.  On 7/18/22, ************ called in to express her opinion that the patio door should be under warranty and she should not have to pay for a new door.  We did not have any record of sale, nor did ************, but do not dispute that Washington Energy Services was the original installer sometime in the late 1990s.  Even without this information, our team made the decision to send a manager out to Ms. ***** home to try and collect additional information at no charge (standard service fee is $149).  We found that the door system lacked proper maintenance, such on regular paint touchup and caulking, and agree with ************ that the system has failed.  We were unable to ascertain the brand installed and without proof of purchase we cannot determine the warranty.  However, to our knowledge, Washington Energy has never installed wood exterior doors that included a lifetime warranty, like we have on some of our vinyl products, such as Ms. ***** windows.   
  
  Without proof of purchase or knowledge of which brand of door was installed 20+ years ago, we unfortunately could not file a warranty claim and install a new door system as ************ is requesting.  We respect her opinion on selling exterior wood door systems and the weather risks these systems can have.  Our selling philosophy is to provide our customers choices, explain the pros and cons of those choices and let homeowners make the right decision for their individual circumstances.  Many homeowners are willing to do the extra maintenance for the fit and finish a exterior wood door system provides.  We wish *********** best of luck and hope she can resolve soon.  

*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. ↩