Complaints

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Selected ** under low income ******************* They can't do anything after payment is completed. Not cold enough first year called PG&E second year to light furnace advised on 11-3-23 theostat not connected to wall. Left message by rep and I... No resp. Text 11-18-23, 12-8-23, only resp rec'd to fix linking roof. Text 1-5-24, resp 1-6-24 again only roof.. re-text about furnace. Text 1-23-24.. *** will came out for roof but nothing on furnace. Text 1-27-24 no resp. Text 2-6-24.. resp it was working Inspector turned it on... Reminded him wall switch not ******************** next time in ******. Text 2-12-24. Came out couldn't fix connection to furnace 2-14-24 be back 2-16-24 but text he was sick. Text 3-4-24 no resp.. roofer came out 3-6-24.. texted thank you and inquired about furnace but no resp.. text 3-8-24 regarding complaint being filed because I have waited 4 months

  Business response

  03/20/2024

   The job was completed and passed ************** and Self Help inspections. The wall furnace was verified as operational on inspections.  **************** called Self Help  after the one year to seek assistance and they explained that she had passed the warranty period. She spoke with ******************* and she was not happy with his response. We went out when there was an issue with the roof and the thermostat had been tampered with. We were unable to fix. We tried to call her to discuss the issue and she didn't answer.  We are willing to go back and change out the thermostat for her but that is all we can do for no charge. If there is any additional work needed she will have to find another contractor to assist her. We are just trying to make her happy but we cant continue this as it has passed the warranty period. 

  Customer response

  03/25/2024

   I am rejecting this response because:
  I haven't spoke to anyone but ** at ** and ***** from PG&E regarding the furnace. ***** issued me a notice on 11-3-23 stating furnace has wiring incorrectly placed. Thermopile connection for C terminal is not connected and missing prong for connection.  Refer back to contractor for repair.  I call ** and left a message from ***** PG&E rep ************** him of the issue, no response so I  texted him same day.  I called Self help on 1-10-24 and I spoke to *********; who advised me he couldn't do anything but he would call ** regarding my linking roof only.  He called and I have the message. I have never spoke with anyone named ******************* and not sure why TN would make up a conversation that didn't take place.  On 3-6-24 he said he would put a new roof on my garage started linking 30 days after placed in 2021 hopefully I will not have to call him again. When ** was here on 2-16-24 re the roof and furnace I advised him then that no way this furnace was working during an inspection because the thermostat wasn't connected, so how did anyone turn it on and he saw that when he was here, no answer.  I was never told of a warranty and how can you speak warranty when it never worked and it took 3 months to come out.   I spoke to ** on 1-23-24 again nothing regarding about a warranty.  I feel if the furnace was never functional because of the things PG&E stated how could an inspector approve it.  When ** was here on 2-16-24,  I advised him no way did any inspector turn that furnace on because if so he would have seen the issue.  I also reminded the furnace was put in but not turned on and he didn't deny or disagree.   I can't believe he would say someone tampered with the furnace.  Why would I or anyone else tamper with the furnace he got paid. The only two people that opened that furnace after it was put in was ** and ***** from PG&E.  I started texting to have a record of everything.  I have not gotten upset or been unprofessional to anyone because I didn't want it

  to be used against me.  I have learned a lot of patience with this company.  All I want is my furnace connected.
  

  
  

  Business response

  03/28/2024

   We went out and repaired the wall furnace for ****************.  The furnace is functioning and she turned it on and off to verify operation. We went because we don't like negative reviews and even though the warranty had expired over a year ago the furnace was repaired free of charge. We provide a quality service and I don't like for our name to be tarnished. We got a signed acknowledgement of completion and we hope this resolves this issue. 

   

   

  Thank you,

  Top Notch Construction 

• Initial Complaint

  05/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1/26/22 paid to measure replacement patio door. 2/2 company measured and tried to up-sell, other door would make a better installation. I asked if current door installed would look nice and professionally done, He assured me it would, 3/2 Patio door delivered. 3/4 Install scheduled for 9am Received text from installer 7:30 am saying install would not be done When I got him on phone he said "the weather was too bad". I told him it was a covered patio. He said he was on the road, not today and had to be rescheduled. next available date 3/21.Installers removed door blind to clear work area. When finished, packing up equipment and leaving, I asked them to reset the blinds He said I could do it. I am 81, very short and finding and using a ladder at tenants house was not an option. I pointed that out and he had helper do it I started closing up house to leave, tried to close patio screen door and it popped off. Helper replaced and left. Neither door nor screen were smooth. I was very upset. Installation did not look professional and several red flags. About 27th,texted pictures to Home Depot 4/1 Confirmed pics received, they are trying to get a follow up inspection to determine if problem with door or install or both. 4/7 I called store to say person who contacted me for inspection was the installer and that was not acceptable. Like sending the fox to secure the chicken coop.4/28 Went to store, still no appropriate inspection, and said i wanted full refund of all money I spent or I was contacting BBB and Contractors licensing Board, 5/3 Hand delivered letter with my requests to store requesting action by week of 5/9 or I would contact BBB and contractors. 5/4 Paid contractor to inspect and take pictures. He felt problem was both door and install.5/5 contacted by home depot regional manager, Met with their inspector on 10th, he agreed problem with door and install. Will talk to store and door manufacturer and contact me with solution,

  Business response

  05/23/2022

  Hello,

  
  

  
  

   The information provided by Ms. ******* is inaccurate. She  called into the store regarding the door not closing correctly. She has my contact information and she never contacted me. I heard about the issue from the store approximately 2 weeks later I have attempted to call and schedule a time to go out and address the issue. When I attempted to schedule she said that she had family in town and didn't want me to go out. I asked her to return my call when she was ready. She never calls back. It took over a week to get a response from her. This job was sub contracted through Home Depot and I didn't know of any communications between the store and Ms. *******. I was not made aware of those conversations. I spoke to the individual who went out to her home and he denied stating that it was a door and installation issue. The door merely needs adjustment and I would be happy to go out and complete the adjustment. Home Depot is in communication with Ms. ******* to come to a resolution. Please advise on how to proceed.

  
  

  
  

  
  

  
  

  
  

  Thank you,

  
  

  ******* **********

  
  

  Customer response

  06/21/2022

  I contacted the store because they were the ones to make the arrangements. My business was done with Home Depot so I thought that was who I was supposed to contact. I spoke many times with the Home Depot representative throughout this problem and he indicated that there was a lack of response throughout the efforts to resolve the problem to my satisfaction. 

  The door was installed 3/21. We immediately noticed several problems and over the next few days we spoke to and sent pictures to Home Depot. I paid a licensed building contractor to evaluate the situation and he saw problems with the door and the installation and took pictures of some of the problem areas. Home Depot wanted to send the person who installed the door (the same person who told me "I could hand the blinds back up" to do the inspection. Again, like sending the fox to be sure the hen house is secure. I was pretty sure he would say "the door just needs adjusting" and not budge. I didn't want a hassle, just a neutral party doing the evaluation.

  I spoke multiple times with Home Depot about the problem. They understood the reason for the request and they claimed they had not been successful in finding anyone other than Top Notch (the person who did the work) to do an inspection. 

  On 4/28 I went to Home Depot and spoke to Layton, Customer Order Specialist, and told him that since there had been no response for an appropriate inspection that I was requesting a full and complete refund of all expenses associated with the patio door or I would contact BBB and Contractors Licensing Board.

  May 3, I hand delivered my letter Home Depot since still, no action was taking place. May 5, I was contacted by R.E. Installations, Regional, sub-contractors for Home Depot

  May 10, the area representative viewed the installation and said he could see problems with the door and the installation and would have Home Depot contact manufacturer for a solution. They still claimed no others available so wanted the person who installed to inspect. Against my better judgement I finally agreed when Josh with R.F. Installations agreed to be there and we met on 5/27.

  The installer tried to adjust the door and was not able to, saying it wasn't straight so they agreed there was a door problem. The quality of the installation was not addressed.

  In reference to the installer's response t o my claim, he did not know or speak to the licensed contractor I hired. I assume he is referring to Josh with R.F. Installations who was there to mediate the meeting and is not a contractor.

  Thank you for your time and assistance. It seems I should add Home Depot to this complaint since Top Notch is their subcontractor. Could you advise me on that and how to go about it please. 

  Sincerely,

  ***** *******

  
  

*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. ↩