YANKEE ENERGY SVC

Description of Work: July 20, 2009: We wanted a side-crank window replaced with a casement type window that could hold an air conditioning unit in. Window was ordered from Yankee Energy through their salesman, Greg. Was quoted $315 and trim, if needed. Was told it was going to take a couple of weeks as it was a custom order, which was fine as I was out of work and could be here when it was ready. Made a $200 deposit with a personal check, #3207. Was called several weeks later to schedule appointment, played ‘telephone tag’ with Greg. Lynda called Greg and said that she would be home Friday, September 4th. We received a confirmation message that they’d be here at 8 AM. September 4, 2009: At or about noon, Lynda called Greg to say they had not arrived yet and had heard nothing. At or about 1pm, Greg left a message that “they’d run into a snag, but would be there this afternoon, guaranteed.” ‘They’ arrived at about 4:30 in the afternoon, as we were leaving to go out for dinner. We received no explanations for why they were so late, why we had received no phone call. We were ‘promised’ by Bob said that he would be here the following day (Saturday: we were to be home as we were holding a yard sale) and “I’ll be your best customer!” September 5, 2009: No show – nophone call Lynda called Greg, left a message as to what happened. He said that until she called, he had had no idea what had happened. He said that they would be here Saturday, the 12th. He called within a couple of days and said that Bob was going on vacation that day and we would schedule it for the following Saturday, the 18th. Then another message was left, a day or two after that; Bob was on vacation from a Saturday to the following Saturday, inclusive so we sched led it for the following Saturday – September 26th. Other than that message, I received no other communication. Around 8am, Lynda left a message for Greg: “I will expect them here this morning to put in the window. If they are not here by 12 noon, we will expect a check from you for every penny that was deposited for this window.” Greg arrived with 2 men at noon. They concluded that the new window was the wrong window – we need a flange window that goes in from the outside and it is secured right to the wall, and the trim replaced. The gentleman who talked to Lynda said that he knew what we needed, and this window couldn’t be guaranteed to not sag with an AC unit in it. He said that he would talk to Bob and explain it. That they had been called at the last minute that morning and that Bob had paid them for nothing because he didn’t take the time to determine what window he needed. They said not to worry – that when they replaced the window it would be perfect. Lynda felt confident in their knowledge and experience. Greg called to set up an afternoon appointment for Bob to come over and put the window in. We were assured that Bob could take care of it that those other guys didn’t know what they were talking about. We arranged to be available Thursday, October 1st at 4:30 pm. Bob arrived at about 5pm with another younger man. The other man started ripping the window out from the outside. I asked Bob how he was going to seal the window to the typar without a flange set-up. He kept saying that it’d be okay, I’d see. The guy outside said they’d use silicone. After the window was shoved in, the younger guy left. Bob was left here to finish the job without even a hammer then. I asked Bob how he was going to close the one inch gap running several inches down the left side. He replied that he would come back the next day and use silicon after I foamed in insulation around the window. I looked at it from the outside and told bob that the window was not level. Bob insisted it was, but eventually used a 6” level to check it; he hadn’t even used one up until my insistence. He insisted again that it was level, and continued his work telling me it would be fine. He put the trim back on and said he’d be back the next day to seal and replace the trim outside. I put some canned foam in that night, but ran out. Lynda called the following morning to tell Greg that Bob shouldn’t come because I had run out and needed to get more. Greg said they’d be in touch about setting it up sometime next week. I used a 2 ft. level the next day upon return from work. The window was not level and it was being held in by 4 screws. The trim was screwed in with big sheetrock screws, not finish nails like we had. Lynda was horrified. October 3, 2009: I woke up to rain the following morning and there was nothing securing the window and the typar protection I have on my log home. The plywood was getting wet. I called Greg to notify him that this window was unacceptable and that things were getting wet out there. He said he’d call Bob and get back to me. He called and suggested that I go put plastic up outside to prevent further problems. Greg said that I should foam it and that Bob would come over and put the trim on and that I would be ‘all set’. Was Bob seriously depending on the trim to protect my home? I told Greg that this window was unacceptable and I wanted it corrected. I agreed to send a copy of this documentation and these photos of my concerns to Bob via their e-mail and then Bob would deal with it. I sent the following:Well, that about does it Bob. But I'm wondering why if you were taking a window out that had a nail fin/flange, you didn't replace it with one. If this was an error on your part, we are not going to eat it. The window casing is off-level in one direction, and the sill in another. The trim inside is ruined by your sheetrock screws! You never asked for finish nails, but you had borrowed a hammer. These pictures are just the inside. Outside my plywood was wet. I want a window with a nail flange (or fin, whatever you want to call it) like the one you took out. This will seal the window to the typar so my home won't get wet. I want my sheetrock screwed piece of trim replaced with finish nails (the stain used was a minwax fruitwood.) I want the new window and the trim to be level. I will expect to hear from you by Tuesday evening (Oct. 6), after 7pm, for your plans to remedy this situation in a timely fashion. Submitted by: Robert J. Poire (TOP.JPG): (DCAM0053.JPG): (MORE SCREWS.JPG): (BOTTOM.JPG): (DCAM0055.JPG): (SHEETROCK SCREWS IN MY TRIM.JPG):