ComplaintsforGuardian Home Energy

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am requesting refund of my $500 deposit , taken from my Bank A/c, for an insulation job by ***** of Guardian Home Energy,com (under the name of Guardian Insulation Inc. tel.no. ************) who was one of three Insulation Companies who came to my home to give a quote. He was the second one, and reduced his quote from $5900 to $3750, with the "true cost" after rebates of $3,500. He asked for $500 deposit, with a completion date of 22 January. I had also been previously quoted by a third company with a completion date of 18 January. I had intended to cancel that, but the more I was learning about insulation, which has MANY factors to consider, I preferred the third company, and cancelled with Guardian. He did not want to accept that, and kept contacting me to convince me to go with his company. He contacted me several times on he 17th, wanting me to cancel with the chosen company which was coming on the 18th January. Finally he wrote that he could have done the job for $1700! He caused me great stress, as he was relentless, almost unhinged. There are many aspects of insulation to learn. The Company I chose recommended Fibre Glass, which is non-combustible/non flammable, and Guardian had recommended cellulose, which IS flammable! I even checked that with two ***************** I am almost 84, retired, and a widow. I felt bullied.

  Business response

  02/23/2024

  Per our standard contract cancellations made less than 24 hours before a standard job are NOT subject to a refund of their deposit. This customer cancelled less than 12 hours in advance and we had already bought the material, allocated the truck and paid employees to load it. Also her numbers are incorrect. I never said we could do the job for that much less than I originally quoted her. Our markups are nowhere near that high. This customer is simply upset & bitter because she made a decision she now regrets and rather than take responsibility is refusing to honor the terms she agreed to.

  Customer response

  02/27/2024

   
  Complaint: 21328912
  
  I am rejecting this response because:   The short truth is that ***** is lying.   He said he needed 48 hours cancelation notice.   He had more  notice than that, but unfortunately I did it by phone.    However, I have text messages of him trying to convince me to use him,  right up until the night of 17th Jan. before my chosen contractor was coming on the 18th.   *****'s date for installation was 22 Jan.   Even THAT was 5 days notice.    He withdrew my $500 deposit from my **** on the 19th Jan.    His story about already having ordered the material that far ahead is *******.   BOTH of the other quotes I got wanted to do it the very next day!   ***** then wanted to do the instal on the date of the chosen Company,  18 JAN, but I had chosen the other Company.

  I am trying to get the "Voicemail-to-text" app,   to show what I had to go through,  but in the meantime I will type Brians communications:

  THURS. JAN.18.  HI, ****.   THIS IS ***** AT GUARDIAN.   I JUST WANTED TO CONFIRM YOU DO WANT TO KEEP YOU OFF THE SCHEDULE FOR TOMORROW,, CORRECT?

  Yes, *****, sorry.   It hurt my brain, researching and researching and asking questions.   Finally, I decided that I felt more confidence in Corningware.   I called ******* ********** and Arvada **********   So, I will have to call **** of America to stop payment of the $500.    Again, sorry.   You were very nice and did your best to be helpful.

  Oh, I. can reverse the $500

  OH, HOW DO YOU DO THAT?

  SO, JUST SO I AM CLEAR, EVEN THOUGH WE CAN DO. EXACTLY WHAT YOU WANT, YOU WANT TO GO WITH ANOTHER COMPANY THAT Cant get you a $950 REBATE

  Yes, I am ok with this company  with whom I had made an appointment for today .   They will also give me a couple of extra inches, over and above the R60, for $*****.    They will be here in a bit.

  YOU SERIOUSLY RATHER PAY $3000 and $2050?  AND YOU DONT WANT MORE INCHES THAN R60.   ITS TOO HEAVY AND WILL PUT A STRAIN ON THE DRY WALL.

  Its a total of $*****.  Thanks for caution of weight.   But, as ***** said "It is done!".

  YEAH, I'M SAYING, IF THATS WHAT IT TAKES, WE CAN DO THE SAME JOB FOR $, *****.  PLUS GET YOU A $950 rebate.   THATS LESS THAN WHAT WE USUALLY CHARGE BUT IT BE BETTER THAN LOSING THE ****    SO IT WOULD BE QUITE LITERALLY THE SAME JOB FOR FOR $950 LESS.  (Thurs. Jan. 18,  3.30pm)

  I TOLD YOU LAST NIGHT WE COULD ALWAYS DO A FIBERGLASS BLOW OVER.   ITS JUST NOT WHAT THE **** OF ENERGY RECOMMENDS

  Then I would claim the *** rebate of $900.   I have to go out now before they come.   Bye, and thanks again.

  YES, THATS CORRECT.   YOU WOULD GET BOTH.   WHATEVER *** DECIDE IS FINE.    I WISH YOU THE BEST,   IF YOU DECIDE TO GO WITH THE OTHER COMPANY.   I ALWAYS JUST LIKE TO SEE PEOPLE GET THE REBATE WHENEVER POSSIBLE.   MY THINKING IS YOU WILL PUT THE MONEY TO BETTER USE THAN XCEL.

  He gave me the Xcel rebate up front.    That made it $*****.   Then I will get the *** rebate.    Am out the door now.

  RIGHT.  I AM SAYING WE CAN DO THE EXACT SAME JOB AND DO THE EXACT SAME THING FOR $2050 INSTEAD OF $*****.   SO, AGAIN, A $950 DIFFERENCE.   THIS IS WHY I WAS SUGGESTING YOU POSTPONE THE INSTALLATION.   IF YOU GO AHEAD WITH THIS NOW ITS LITERALLY GOING TO Co

  COST YOU $950 FOR THE EXACT SAME WORK.  PLUS OUR GUYS WILL PROBABLY DO A MUCH BETTER ****  AND DONT FORGET, HE WASNT EVEN GOING TO DO THE A***EAL.   SO HE WAY OVERCHARGED YOU    AND I WOULD NOT FEEL GUILTY ABOUT CANCELLING LAST MINUTE WITH THIS ***.  IF HE WAS TRYING TO CHARGE YOU $***** for a BLOWOVER WITHOUT A***EALING AND THAT WAS AFTER A REBATE.   HE WAS REALLY TAKING ADVANTAGE OF YOU.    AS I MENTIONED IN MY VOICEMAIL, WE DO NEED TO CHARGE YOU $250 CANCELLATION FEE SINCE YOU CANCELLED WITHIN 48 HOURS OF YOUR SCHEDULED INSTALL.   PLEASE DONT GIVE ME A HARD TIME ABOUT THAT.   I TALKED WITH YOU FOR OVER AN HOUR ON THE ***** LAST NIGHT ONLY TO HAVE YOU TURN AROUND AND PAY ALMOST $1,000 MOR FOR THE EXACT SAME JOB WE COULD HAVE DONE FOR YOU.    THIS CANCELLATION POLICY WAS ALL LAID OUT ON THE AGREEMENT I SENT YOU.    I WILL CREDIT YOU BACK THE  REMAINING $250 TO YOUR CARD TONIGHT.   I AM SORRY YOU WOUND UP OVERPAYING SO MUCH FOR THIS WORK.   I DID MY BEST TO GET YOU TO POSTPONE THE INSTALL.    YOU WERE ABLE TO GET THEM TO THROW IN THE *** SEALING AT NO ADDITIONAL COST BECAUSE OF THE CONVERSATION YOU HAD WITH ME, SO YOU DEFINITELY GOT YOUR $250 WORTH.

  They actually didn't do air sealing.   Said it wasn't necessary because it can be problematic.   I am expecting my $500 deposit back

  PROBLEMATIC.  AND YOU BELIEVED THAT.  WOW.  THEY REALLY RIPPED YOU OFF.   XCEL WONT EVEN GIVE YOU A REBATE IF YOU DONT *******.  SO THEY ARE GOING TO HAVE TO TELL XCEL THEY DID DO AN *** SEAL IN ORDER TO GET THE REBATE THATS OBVIOUSLY GOING TO THEM.   SO THATS FRAUD.   YOU HIRED SOME REAL CROOKS THERE.

  TO:   BBB.    There was much more of the ranting and raving over the phone.   It was exhausting.   

   

   

   

   

   

   

  4250

   

   

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

  Customer response

  02/27/2024

  code 63177104FAB5C

  I omitted to type the last text message from *****, Guardian Insulation Inc., which was:

  "We would have done that exact same job for $1700",

  whereas at our initial contact over the phone, he said the job could normally cost $5,900 but he could do it for $3,750. with a "true cost" of $3,500.    I presumed that was with the rebates he talked about.   Over time, I lost confidence in him.

  Attic insulation is a very important matter.   It should be the best fire ******ant material, which I found out is Fiberglass.

  There was an enormous fire, called The ******** Fire, which stopped a few miles from my house, after burning approx. ***** homes to the ground in Dec.2021, most of which have not yet been rebuilt!

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

  Business response

  03/13/2024

  I told the customer we could have done the job she hired another company to do for only $1700 AFTER THE REBATE AND TAX CREDIT. The original quote was for a full removal, air seal & new insulation which is what the **** of Energy recommends. Some hack told her she didn't need to do a removal or air seal and they could just blow over her existing insulation with fiberglass (which *****) as opposed to cellulose which is fire ******ant (See this ******* video produced by fire fighters: *******************************************) We did right by this customer. I am an ********************** Star Contractor with a degree in Environmental Science from ***********. She was duped by a sales rep who didn't know anything & she still doesn't realize it.

  Customer response

  03/23/2024

  What he writes is not to the point.   The point is that I made an installation date of 18 January with a different Company and  cancelled his  22 January appointment for installation.    That gave him adequate notice,  but he refused to return my deposit of $500. 

  Customer response

  03/23/2024

  (This is a "Return of Deposit" complaint.    Not a workmanship complaint.)

  Business response

  04/26/2024

  I did ************ that we could have done the very basic "blow over" work that her other insulation company quoted her for $1700 after rebate and tax credit, which was absolutely true. (The company she opted to go with overcharged her.) The original quote she mentioned included a full removal and air seal (additional work) and was the BEFORE rebate and tax credit price. Regardless, ************ has now received a full refund of her $500 deposit from her credit card company so this issue has been resolved. We won't be paying her additional funds beyond what we charged her just to prevent her from continuing to make these false, frivolous complaints.

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