Complete Home Solutions

We bought our home in ⁹⁄₂₀₁₄ and have struggled with heating it throughout this winter. We chose this company based on the many positive reviews on Angie’s List. The assessment was thorough. It was determined that our house was 3x draftier than the industry ideal. The company representative reassured me that if we agreed to all of the improvements he suggested our home would be both comfortable and economic. The only room he expressed any doubt about was our sun room, which was originally a screened in porch. He expressed no other qualms about his company’s ability to improve our heating situation. My husband and I agreed to do all of the suggested improvements – all $ 8,800 worth. The improvements were done 11 – 13 Feb. There was no problem with the installations up front, except it seemed our project manager was rushed at the end. He did not dedicate much time to proving objectively that the house’s heating situation had improved. A blower door test was done and he showed me that our house’s draftiness was decreased by approximately ¹⁄₃. Is this standard for an «after» result for heating improvements? I don’t know. There wasn’t any discussion before the project on a mutually agreeable objective outcome/​expectation management, and no discussion afterwards regarding what the company considers a successful outcome. After almost a month post-​work the house is still very uncomfortable. The thermostat is still set at 63 degrees and the furnace still struggles to keep up. Many of our vents blew weakly, or did not blow hot air at all. This has not improved. Essentially, we see virtually no improvement in our comfort. To add insult to injury, we had our largest oil bill of the winter in February, even though the work was done in the first half of the month. My final issue regards customer service. We had two concerning discrepancies post-​installation. First, during the assessment we were told that our windows and doors needed caulking to eliminate draftiness. When my husband asked the project manager afterwards if the caulking had been done, the project manager said we didn’t need it after all. When my husband pointed out that the caulking was included in the contract and we were billed for the service, the project manager apologized and stated he would come back out to complete the project. That was 13 February. Almost 3 weeks and $ 8,800-paid-in-full later, the company has still not sent anyone out to finish our project despite repeated emails and phone calls. Second, we requested during the assessment phase that attempts be made to add insulation into the dormer windows in the front of our home as the cabinets in those walls are very cold. There’s a small door in the bathroom providing access to the dormers, and the project manager assured me he would investigate the area during the installation phase and blow in some insulation if possible. When my husband asked the project manager afterwards if he was able to blow insulation into the dormers, the project manager stated that it wasn’t possible because the dormers were too small and they couldn’t get behind the built in cabinets. We noticed, upon inspection, that the small door in the bathroom providing access to the dormers was still painted shut and he had clearly not inspected the area as he said he did. After playing phone tag with the company since 6 March to secure a specific time for window and door caulking, today the company flat out refused to come back to our home as a result of a review I wrote on Angie’s List. Rather than behaving in a professional manner and swiftly responding to our initial concerns, the company became upset when I voiced my concerns on Angie’s List. None of the information in my review was new to the company. We had already voiced all of these concerns to them over the phone were assured by management that they would be addressed. The company is in breach of contract, as they never came back out to caulk the windows and doors.