Complaints

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• Initial Complaint

  Date:15/12/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hired the company to to a house assessment in order to get the B.C. Green Home Grant. While in my home they wrecked my area rug in the living room. Reached out to them that same day after they left to tell them what had happened. Even enclosed a photo. They will do nothing about this expensive area rug. *** * ******* ***** ** * ******* and don’t have over a thousand dollars to replace it. They didn’t even offer any kind of compensation, companies like this should not be able to take advantage of ****** ********

  Business Response

  Date: 18/12/2023

  **** hired us to perform an energy efficiency evaluation on
  her home.  An energy evaluator was
  contracted out and visited her home and performed the duties for which she was
  hired for.

  
  **** reached out hours after the evaluation regarding a “stain”
  on her rug.  She sent photos of a dirty
  rug and explained what she thought happened. 
  That something from the evaluators bag got on the carpet.  There was no photo provided to us that showed
  the actual substance that caused the stain. 
  Just the remnants of a stain someone tried to clean up.  She already had a new rug priced out before
  even discussing potential outcomes, with out even looking into potential carpet
  cleaning options.

  
  We checked the bag in question thoroughly and there were no remnants
  of any substance that would have caused a stain.  The bag was spotless.  The contractor did not see anything on the
  rug when she picked the bag up from the rug. If there was anything on the bag
  to cause a stain it would have stained the bag as well.
  We are not doubting that Mrs. ********* rug was stained,
  however after taking all of the facts into consideration it was determined the
  evidence presented does not support Mrs. ********* claim that the stain came
  from the evaluators bag.

  
  The contracted evaluator did not feel it was right to
  replace Mrs. ********* rug when she knows that it was not her that stained
  it.  Pure Energy Services supported the
  contracted evaluator in her decision and relayed this information to the
  homeowner.

  
  Our decision to not offer compensation has nothing to do
  with ****’s age and marital status.  The
  decision is based on the facts presented, which did not support her claim that the
  evaluator caused the stain.  As a very
  small company, we will not be taken advantage of either.

  Customer Answer

  Date: 22/12/2023

  First, rug was not dirty and there was never a stain that eas tried to be cleaned , Thus is a total lie.  He never saw the rug.  How could he say that. I am including his messages, to prove he was the one that suggested I look at the cost of a replacement rug not me.