Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  We had hail damage on 5/5/2024 to our siding on the west wall of our home. We purchased the siding on 6/16/2020. We have a P3 guarantee that is lifetime no nonsense 100% non prorated for as long as the home owner resides. Transferable to new owner do 60 years. Its a long list of things covered among it is hail resistant up to golf ball size. I called Illinois Energy spoke to service person I believe her name was ***** who stated its an act of god its not covered. I told her we have the guarantee we should claim it on our homeowners. We stated thats not what the guarantee quotes. She had one of their people out to look at the house 2 weeks later we called them back. She said she would need to talk to the production manager who wasnt in the have some product issues. Illinois Energy called my husband back and told him it will cost $2700 to replace the damage and that paper we have isnt a warranty. My husband had a heated argument with no resolution. I have tried to contact Cedar Ridge the manufacturer of the siding whose name is on the warranty 2days ago as of yet we havent heard from their customer service team. You have to fill out a form and wait til they contact you. This guarantee is why we originally purchased their siding. We have had no issues until now. Why would you give this guarantee if you arent going to honor it We hope you can help us work through this problem. Thank you

  

  Business Response

  Date: 07/11/2024

  We are sorry to hear about the hail damage to ***************** home. As homeowners ourselves, we understand how frustrating it can be when Acts of God damage our homes. We also understand much of *********** has recently had hail damage.  We are currently working with a few customers and their insurance companies to help them through their insurance process. We are proud to help! We would like to address **************** complaint related to the Cedar Ridge Warranty.  Through our last 14-minute call with Mr. ****** he kept referencing what is called the P3 guarantee as our *********** Siding Warranty.  To be ******* clear, the P3 Guarantee is not our product warranty. The Purpose of our P3 Guarantee simply lists the benefits of Illinois Energy, its affiliations, product benefits and some statements related to warranties of products.  Mr. ***** is referencing a statement in the P3 Pricing Guarantee that says siding is hail resistant up to golf ball size. It does not state it is warranted as such.     It is proven through factory testing to resist hail up to golf ball size.  We offer some warranty related, but not to the extent of Mr. ***** expectations. There is also a clear statement at the top of the P3 Guarantee that the customer has ******************************************************** the marketing piece. This P3 pricing guarantee that the ***** are referencing is simply an apples-to-apples type guarantee related to the pricing when a customer originally contracts with our company. Again, it states the are 30 days to find lower pricing. Our contracts also state to see warranty certificates for actual warranties.

  The Cedar Ridge Warranty is a completely different document. The Cedar Ridge Warranty shows there is some coverage subject to limitations.  Basically, requiring the homeowner to submit an insurance claim. There would be some coverage beyond what an insurance company didnt cover. Our General Manager **** was trying to explain the difference between the P3 and our actual warranty, but Mr. ***** wouldnt listen to what **** was trying to tell him. He simply kept asking if we were going to warranty his job,and he isnt paying a F__ing dime towards his deductible. **** tried to be patient with Mr. ***** and several times he tried to get Mr. ***** to acknowledge or understand that he would have to reference his warranty, and there would be a process. **** was simply trying to come back to the fact that they would have to review the Cedar Ridge warranty together. From the beginning of this 14-minute phone call, Mr. ***** had an aggressive tone. He simply kept threatening to go to the BBB, and blow this up on the internet.  We understand Mr. ***** is upset and frustrated, but his upsets are based upon his own expectations and his misunderstandings of our marketing materials. We dont respond to swearing,yelling, threats, and the racial slurs Mr. ***** said towards ***********************.  At the end their last call Mr.***** told ****, and I Quote from **************** mouth, ***********************, you aint even a F__king Mexican.  Mr. ***** then abruptly ended the call. We understand that Mr. ***** doesnt like the bearer of bad news, but **************** tone, approach, use of repeated profanity, and racial slurs are unacceptable and unforgivable. If any of this behavior continues, we will limit our help to only the minimum required based only upon expectations we created. Please understand this kind of process requires a contractor to help you on your behalf, both with the insurance company and manufacturer.  We are proud to help, but Mr. ***** is going to have to understand he must follow the proper procedures like anyone else in *********** that experienced hail damage. 
  
  Solutions: We will offer the same solutions that were offered before.

  1) If the ***** would like another copy of the Cedar Ridge Warranty Certificate, we are proud to provide and review the coverage with them. There is hail damage coverage with the Cedar Ridge Warranty, however, there are terms and conditions that apply which are stated in the warranty itself.  Per statement of the Cedar Ridge Warranty, they will have to make a claim with their insurance company first. This process all flows from there.

  2) The *****s will have to file an insurance claim with their homeowners policy.  We are proud to provide any support, documents, or pricing that is needed with the insurance company.

  3)  If needed we can help them with the claim process with Cedar Ridge Manufacturer after the insurance company issues what is covered. 
  4) We will perform the work needed to fix the siding. 
  These are the solutions offered before this complaint and the solutions still apply. 
  Thank you,
  Illinois Energy Management

  Customer Answer

  Date: 07/19/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Don & **********************

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  I am filing a complaint in regards to a siding job that was done on my home.Workers used a hydraulic scaffolding system for part of the demo and wrapping of my siding. This system including drilling screws into my roof. I was not informed that this system was going to be used prior to the workers installing it on my house. I was not made aware of before hand that my roof was going to be touched by the company at all. My roof is approximately 5 1/2 years old.On July 10th, 2022 a representative from Illinois Energy came out to do a final walk thru of the job. I made him aware we were not happy about our roof being drilled into and asked for pictures of where the screws were placed into the roof. On July 12th, 2022 **** from Illinois Energy came out and took pictures of the roof. Told me the s**** holes were patched as they should be.On July 20th, 2022 I had a representative from our roofing company come out and take a look at the repaired holes. He did not agree they were sealed properly and a few days later provided me with a proposal (price) to fix the roof.On July 25th, 2022 I forwarded the proposal to Illinois Energy and stated they should be responsible for the cost of repair. On July 27th, 2022 *********************** from Illinois Energy called me about the roof and proposal. He did not agree to the proposal and accused the roof company of price gouging. He told me they could come and replace the roof shingles. I told him my warranty with my roof company would not be valid unless the roofing company did the repair work. He told me that warranties are usually only good for 1 year. Nate then told me he was trying to go above and beyond for me by offering to replace the shingles. When I told him the conversation was over, he came back with they would pay for half of the proposal. As far as I know, Illinois Energy is a siding, windows and door company. I do not know if they hold an Illinois roofing contractor license/number.

  

  Business Response

  Date: 08/02/2022

  We want to thank Joy for her business. The scaffolding system mentioned are pump jacks, and they are commonly used across many ***************************. They are used to ensure the safety of our employees by bringing our teammates and materials up the wall with the simple push of a foot.  This also limits the number of trips up and down ladders.  We understand Joys concerns, however, we followed all recommended installation instructions from the manufacture, and use of this equipment is common practice in the industry. After the pump jacks were taken down, we sealed the shingles.  As an additional solution we offered to replace the few shingles that the pump jacks were anchored to. In the end, Joy preferred to have her roofer do it. We understand, and to satisfy our customer, we paid for the solution she was most comfortable with.  We very much appreciate Joys business, and we are happy to consider this resolved. 

  Customer Answer

  Date: 08/08/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************