ComplaintsforEndless Energy

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Endless Energy installed ducted and ductless heating and cooling system. Upon depositing cash around $9500, they scheduled installation. They sent technicians with no site managers for electrical work, HVAC work, and weatherization. The work was done in sloppy manner and delayed twice as long from agreed period of time. Electrician used cable covered with vinyl instead of metal-sheathed cable from the electrical panel for the attic. He left opening in the ceiling of the finished basement. ********* left water discharge line to direct water to the building and did not mend broken cement he opened. Weatherization made attic door not insulated properly and does not close. He did not install weatherization to door jams and on doors. None of the workers were provided with booties or clean and sufficient drop clothes to keep dust contained. Endless failed to coordinate the work and caused excessive inconvenience for everyday life and exposure to continued dust and expense of drop clothes and rolls of tapes.Their workers used our bathrooms and daily cleaning after their work over two weeks and confinement in the living room limited normal enjoyment of life as they extend day after day.They cut corners by not supervising before, during and after.They did not coordinate between the three teams which delayed project unnecessarily.

  

  Business response

  10/31/2023

  We feel terrible that this customer did not believe we provided superior customer service, however, we believe that we went above and beyond to accommodate the many demands of the customer, even some of which were not agreed upon through the initial signed contract for the scope of work.   The customer signed their contract for ******************** on September 27, 2023. We reached out on October 4, 2023 to schedule her project and she requested an install date earlier than what we had available on our installation calendar.  We moved up the project per the request of the customer to an earlier install date of October 17, 2023, even though this caused our company to incur additional business charges of overtime as we had other projects already previously scheduled for the dates she requested.  We did not pass this expense onto the customer.  We provided a site manager on day 1 and intermittently throughout the project to ensure that work was being performed as outlined in the agreed upon scope of work.  The promise of an onsite project manager at all times was never discussed or agreed upon.  All of the technicians were provided with booties and drop clothes for the duration of the install project.  Prior to our team arriving on day 1 the customer had taken upon themselves to plastic their home from ceiling to floor, without inquiring if this expense would be reimbursed.  We brought our own protective materials on the day of the project, as per our normal business operations and industry standards, and the customer rejected them stating that she would prefer that she use her own.  The cost of protective materials was not a line item on her contract and was not passed along to the customer.  We declined to reimburse the customer for the out of pocket expenses she  demanded, as we did not request for her to take this step, and this expense was not agreed upon prior to the contract signature.  The customer was upset that the job was delayed 2 additional business days in total, due to unanticipated project challenges that we resolved on-site.  The project concluded on October 23, 2023.  The customer demanded that technicians come to work on weekends, which this cost was not included in her scope of work, and so we advised that her scope included typical business days for installation.  The customer was also upset that our technicians were scheduled to take a lunch everyday, as required by law, and that they used the restrooms on site (it is typical that our customers allow our technicians to use the facilities during the course of the project as the cost of a portable toilet was not included in the scope of the contract. The customer did not raise the issue of the technicians using on-site restrooms prior to signing the contract.  The materials used on site for the project were all in alignment with industry standards and current building codes including the electrical wires.  We have attempted to contact the customer to schedule a follow up visit to address her concerns with regard to the drain placement and ceiling hole and she has refused to allow our team back on site.  Once we are allowed to address these concerns we will schedule her final building inspection to close out permits. At this time we have done everything within our power to uphold our services as outlined in contract that was signed, and we can not provide anything further to the customer until she allows us to schedule a revisit and the final building inspection.  Additionally as part of her contract this customer has already received a discount of $1,674.00 off her total install and we took on the filing of the Mass Save rebate for the customer saving her time and not requiring her to front the cost of the $10,000 rebate which we as a company will have to wait many months before receiving.

  We believe we have in good faith provided this customer excellent service and have fulfilled the project contract as agreed upon.  We will continue to reach out to this customer to attempt to resolve any reasonable requests that are in alignment with the agreed upon scope of work. 

  Customer response

  10/31/2023

  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,

  *****

   

   

  

  Business response

  11/01/2023

  We will not speak to our company hiring and termination practices of any employee, current or former, to protect the privacy of all employees as pursuant by law and good ethics.  We will however, state that Endless Energy is an organization dedicated to promoting diversity and inclusion within our company and in our interactions in our communities.  We have not at any point treated this customer any differently than any other customer in our care, and have even made attempts to go above and beyond to work with customer requests such as moving up project dates.   We have made attempts via both by telephone and through email once we were made aware of the customer's complaint, and requested an opportunity to walk through the concerns the customer has on-site with our General Manager in an effort to help resolve the customers complaint.  The customer refused to meet with us via telephone and did not respond to us through email. Please see copy of the attached email communication for reference. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A central ** system we had installed in June stopped working. A service person came out over a week and a half ago and said that there was a faulty part that needed to be ordered. We were told we should have the part by Friday June 28th. The part did not come in until Tuesday August 1st. When the service person came in to fix the ** it was a part for a completely different system. We had a heat wave last week with temps rising to over 90 degrees in our bedrooms. I am 6 months pregnant and have 3 small children. This is unacceptable and we need help resolving this issue as complaining to management has not helped, they even laughed at me when I complained.

  

  Business response

  08/02/2023

  We feel terrible that this customer and their family are experiencing discomfort, however, the initial issue was caused by a faulty part from the manufacturer of the equipment.  When we were advised of the malfunction of the part we ordered a replacement part.  The time it took to receive this part was outside of our span of control as it came from the manufacturer.  The part then received was not the correct part, and we immediately requested that an expedited order be processed for the correct part.  The correct part is expected to arrive tomorrow and we have scheduled to have the repair completed by Friday, and this timeline has been communicated to the customer.   Our commitment to making this customer's equipment repair as quickly as we can has been considerable in our time and efforts in contacting the manufacturer and communicating the need for the correct parts be sent as quickly as possible.  

• Initial Complaint

  04/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have pending charges from them and I didnt authorize them at all. Dont know what company this is

  

  Business response

  04/03/2023

  After review, we believe this complaint has been made in error as the amount of the charges and name of the client is not on record within our company. We have not made any charges in these amounts to the person's account. The name of our company, Endless Energy, is used by various organization's throughout the country, and we believe that this person has identified our company in error.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. REPRESENTATIVE OF ENERGY HOUSEHOLD PRODUCTS VISITOR '***************************' KNOCKED 2.15P FOR A 2PM APP'T (WE'D EMAILED AND TEXTED HIM 3 AND 1 HR BEFORE APPT ASKING IF HE NEEDED RESCHEDULING DUE TO WEATHER=NO REPLY).I TOOK A MIN. ON HIS KNOCK TO GET MY COVID MASK ON, AS I OPENED THE DOOR..HIS COMMENT WAS "I DON'T CARE ABOUT COVID..YOU SAID 2PM THEN YOU DIDN'T ANSWER THE DOOR!"APPARENTLY HE DIDN'T CARE, AS HE WAS NOT ONLY WEARING NO MASK, BUT HE WALKED INTO OUR LIVING ROOM EVEN THOUGH I ASKED HIM TO DO ONLY A WALK THROUGH (I'D TOLD HIM 3 X I HAD ANOTHER APP'T 3PM). HE GOT INCENSED, WOULD NOT TELL ME HOW LONG IT WOULD TAKE, NOR WHAT PRODUCTS HE WAS TALKING ABOUT. HE STORMED OUT, AND I TOLD HIM WE WOULD NOT BE CONTACTING HIM AGAIN.MY CONCERN IS 1)HEALTH-HE DID NOT RESPECT OR ABIDE WEARING A MASK, EVEN THOUGH I TOLD HIM "I DON'T WANT YOU TO GET COVID". ACTUALLY, I WAS WORRIED THE WAY I SAID THAT UNDER OPENING DOOR AND PUTTING ON MASK, THAT HE WOULD WALK AWAY THINKING I HAVE IT, WHICH NO, I DON'T. IT STILL STANDS TO REASON THAT 1) THE GUY WAS GIVING A HARD TIME B/C OF NOT BELIEVING IN MASKS EVEN FOR HIS BENEFIT, 2) HIS EXCUSE ABOUT WAITING DID NOT MITIGATE HIS LATE ARRIVAL, HIS FAILURE TO RESPECT CUSTOMER LIMITS ON TIME, AND 3) HIS APPARENT INABILITY OR LACK OF TRAINING TO RESPOND TO CUSTOMER ON WHAT PRODUCT/WHAT AREAS OF THE HOUSE, AND 4) HE FAILED TO ACCOMODATE IN ANY WAY SHAPE OR FORM TO THE CUSTOMER'S POLITE REQUEST TO COMMUNICATE AND ACCEPT THAT HOMEOWNER (ME) HAD ACTUAL OTHER APP'TS. IT WAS VERY DISTURBING TO SEE A REP. OF ***** CONTRACTS WORTH MILLIONS WITH SUCH POOR CS. I AM OUTRAGED AND PLAN TO CONTACT THE ***** ENERGY COMMISSION. IF HE WAS AN ANTI-MASKER, HE ALSO SHOULD HAVE MADE THAT CLEAR...MAYBE SOME REDNECK FOLKS WOULD LOVE HIS COMPANY, BUT WE ARE TRYING TO KEEP SAFE, AND THIS PERSON'S ATTITUDE WAS PROFESSIONALLY AND MEDICALLY UNSOUND. THIS CO. REP. SHOULD BE STOPPED FROM VISITING HOUSEHOLDS FOR SO CALLED ENERGY EVALUATIONS UNDER ***** FUNDING

  

  Business response

  02/05/2022

  ***************** called into the office immediately following his scheduled meeting with ************ at 2:12pm noting it had been a challenging appointment and the customer pushed back on anything he said during the limited roughly 10 minute interaction. Mr. ************************ was scheduled at 2pm and he arrived at 2:03pm despite an ice storm occurring that day.  As he had been driving prior, ****************** did not see any inquiries about rescheduling the appointment.
  
  
  The customer was informed upon booking that the appointment would take approximately an hour, yet when ****************** arrived the customer did not wish for him to enter and asked that offer a competitive quote and leave. ************ informed ****************** had a 3pm appointment and ****************** said he assured him they would be done well before that but he could not simply give a quote. It is impossible for our sales representative to do this without proper measurements and getting an understanding of the customer's goals and needs.
  
  
  ********************** has a mask policy. All employees going into customers' houses are told to wear masks. All employees on our office premises are required to wear masks. We have never received a complaint about ****************** not wearing a mask nor has he ever come into the office without wearing one. That said ********************** direct supervisor will discipline him for this accordingly.
  
  
  At 3pm on the day of this incident ***********************, Director of Sales & Marketing, spoke with ************ by phone apologizing for issue, tried to resolve discrepancies between **************** account and ********************** account, and offered to have another Account Manager to come out to review the customer's house and give a quote as quickly as our process allows.

  Customer response

  02/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

      I'm willing to close complaint, assuming I'm treated with respect and time sensitivity on TUesday 1pm for about 1 1/2 hrs approx at 1 pm. Am looking forward to starting off on better footing.
  

• Initial Complaint

  09/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In December 2020 Endless Energy installed five Fujitsu mini-split heating/air conditioning units in my home. One of the larger main units failed and became unusable on August 11th of this year. The following week service technicians came and informed me that the outdoor unit, a condenser would need to be replaced. Three weeks after that I called and was informed that Endless Energy was unable to acquire the part needed to repair the unit. A week later I called ***********************, the sales rep that sold me these units. He informed me that Endless Energy was very busy installing these units in other customers homes but that I would have to wait for the part that my unit needs and that they would not replace the entire unit with a new one. No one could make an estimate as to when I could expect my unit to be repaired except that it could be as much as 18 weeks before a replacement part could be acquired. These units are warrantied for 12 years from installation.

  

  Business response

  10/05/2021

  We consider **************** to be an important customer who has referred business to us subsequent to his initial installation, so it has been a high priority to take care of him to the best of our ability. The systems that we install come with a 12-year manufacturer warrantee on the equipment. This warrantee is actually from the manufacture Fujitsu and not Endless Energy. However Endless Energy will perform any repairs or replacements that Fujitsu authorizes as part of the equipment warrantee.

  In ******************** case, we agree that one of his systems had an equipment issue and we subsequently filed the claim with Fujitsu on August 17th with the request for a full system replacement. Due to the global supply chain issues, Fujitsu would not give us any indication of a timeline for when we might get a new system, though one representative told us it might be months with a best guess of November.

  On 9/2 the customer expressed dissatisfaction with the unknown timeline, so a decision was made to replace the part rather than the system so that his unit would function. Parts were ordered with the request for overnight from the manufacturer, but did not actually arrive until 9/25. Again, as this is a manufacturer warrantee, we are reliant on the manufacturer to actually supply parts and equipment for repairs and replacements.

   On 9/28 the customer was called to schedule the repair. The repair was made on 10/5 and the system is operating. At no point was **************** charged for any service work related to this repair or any visits to evaluate the system.

  We understand the customer is dissatisfied with a repair over replacement, but the repair was the best solution given the unknown supply chain for any replacement.

   Ultimately the customer's complaint should truly with Fujitsu, the manufacturer who holds the warrantee, and not the installer, Endless Energy. We actually had our own meeting on 9/30 with the manufacturer's distributor to express dissatisfaction to the way this issue was handled on their end.

  Customer response

  10/05/2021

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

*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. ↩