Complaints

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my ac installed on February 2nd, I signed a contract for a 4 ton ac and heating system. The owner ** came and inspected my house and stated everything would fit. He walked out where we would place the AC and where we would place the furnace. After Epic home upgrades removed my old furnace the owner called me to tell me the 4 ton furnace would not fit in the space where my old furnace was. He stated he was going to now install a 3 Ton furnace and a 3 ton ac instead of a 4 ton for my 1800 sq foot house. He offered a small discount for the ************* and told me I would not know the difference. After installing my ac will not reach my desired degree and the ac does not turn off because it wont reach the temperature which I didn't find out until later when it was summer. 2nd issue. I had windows installed and a sliding door. After removing my old windows and installing new ones in my 4 year olds sons room, they tell me the window will not lock and its broken manufacture issue. My son could not sleep in his room and my house was not secured until they came to fix it a week later. Then the sliding door was the wrong one so they had to come back a week later, after I told him my son is ******** and can't deal with the loud noise so I had to get a hotel each time he worked at the house. The day he installed the sliding door, he stated it would take 1-2 hours and it ended up taking 8 hours. The biggest one of all, After having solar installed, they delayed my *** ********* to get my solar working, and didn't give me any information on my system. They didn't tell me how to operate it or what to do. They didn't tell me about the app to check my system (solar edge) ****** dollars later I keep getting regular **** electric bills only for edison to tell me ** ****** from epic home upgrades installed the wrong system size given my usage history. I told ** and he looked into it and told me he actually did install the wrong size and he apologizes now my bill is ****

  

  Business response

  10/21/2022

  Business Response /* (1000, 8, 2022/10/14) */ Epic Home Upgrades prides ourselves in our high standards of customer service, and in our industry it's what separates us from the rest. While mistakes can happen, especially in the remodeling business, we are always here to listen to our clients and respectfully and responsibly resolve any issues that might arise. The contract was completed to the letter and we actually installed a larger solar panel system of ****** while she was only charged for the ****** system. The system was installed properly and passed *** inspections by the city as well as Edison. Epic Home Upgrades took care of all the issues that arose during this project. Her monthly payment includes the total of services given: a new install of heating and cooling ** **** central system, complete windows replacement with double pane energy efficient windows and a new ****** solar panels system. On Sep 28th, when ** realized his miscalculation and that a larger solar panel system was needed to cover her usage, he reached out to ******** to offer resolution. ** offered a much reduced cost to install additional 7 panels (due to her new summer bills using the new AC for the first time, we estimate 7 panels will result in *** offset of her electricity usage). ** offered $4000 less than what it would have cost if we had installed them originally. He also offered to finance this extra project at a low monthly payment as we did for the entire project to make it very affordable. Every solar panel installed is worth its cost if it can offset the utility cost and now she was offered even greater savings and much more value for her money (especially with today's *** federal solar tax credit of the solar project cost). ******** responded to **'s offer with this BBB complaint. As we learned of this complaint, we reached out to speak with ******** directly and we opened a line of communication while working together to try and resolve her concerns. Since the solar panels system started producing 3 months ago in the warmest months of the year when the AC works the most and considering the new central HVAC system was installed in the recent winter, we asked to reimburse ******** for the next 4 months' electric bills so we can see the effect of the solar panel system and how much credit its generate during the cooler months. This will allow us to gather more and new data of her new usage toward more accurate resolution in terms of panels. She refused this offer as well. To conclude, ******** refused both of our offers but there is still a willingness from both sides to reach a mutual resolution in this case. Consumer Response /* (3000, 10, 2022/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Epic home upgrades are scammers! They deliver false promise for a sale with a false apology for their fails once the contract is complete. They did offer be 800 dollars to look at my bill for 4 months. I declined because They have a copy of my edison bill for 12 months. They stated as is, looking at my utility usage, they shorted me by 7 panels. They asked me to remove my reviews to show good faith while they work with me, but they knew the offer was going to remain the same as they stated in the e-mail. If someone tells you a car cost 20,000 and you purchase the car, and after you give them the money they state, you cant take this car, it is actually a 35,000 car.... That could have been the deciding factor on whether or not you could afford the car, or if you even wanted to spend that money on a car at this time. They stated it was an honest mistake!! How many honest mistakes does one need to make before you realize it is a scam? They were a new business from what I found out, and they didn't know what they were talking about. ** didn't know howe to properly read how many panels they needed to install, he guessed until they hired in engineer. This company is a scam who pays for reviews and I have screen shot messages to prove my claim. They have their friends write things on their company to make it like they are such this great company. I am sure they oversold panels to people costing them more than they needed and undersold panels. They only wanted 4 additional bills so they could say you bill is lower now and they dont think it is necessary for them to have to pay for the panels. Who uses the ac when it's cold? Thats the reason. They also wanted me to remove my BBB review because it is hurting their company **** said. That is the true reason they wanted me to wait 4 months. They asked me to remove my reviews on all the websites and asked me to remove my review from BBB. They act as if I am being unreasonable. I financed 56,000 with this company that just scammed me. Had I known they messed up on my AC instillation, had I known they were going to have flaws in their windows and my windows not being able to lock...and had I known they were going to deliver false promises of eliminating my bill and overcompensate what I need rather than undercompensate like they did...they wouldn't have got my business. I thought that was fair for me to ask for them to fix one of the several issues they caused, but instead they try and make me look unreasonable. They made promises they didn't keep and all they can say is they completed the contract. My fault for believing ** and Epic home upgrades. I just hope this helps someone from making the same mistake. I will not agree ever to a discounted price. I will not spend one more dime on a company that already received 56,000 dollars from my business only to ask for XXXXX dollars more!! If I want more panels, I will do my research on another company and make sure it gets done right the 1st and only time!!**** and ** are scammers Business Response /* (4000, 12, 2022/10/18) */ In order to resolve this matter, we are willing to install the additional seven solar panels at no additional charge in exchange for a formal settlement agreement that will set forth our obligations to ******** in connection with the seven panels and contain the agreements/obligations from ******** regarding this offered resolution. If this is acceptable, we will prepare a formal settlement agreement for her review. Consumer Response /* (4200, 14, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I no longer trust you guys to be honest anymore after lying to me several times and finding out I chose to go with your company due to your reviews I found out were false. Finding out you guys paid for reviews and had your friends lie, and people from different countries write reviews for you, I lost my trust. I don't trust you will install the panels without consequence of doing something to cause more damage. I tried to reason with you guys initially but you said what you said and that's it.

*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. ↩