ComplaintsforDog House Energy Services

• Initial Complaint

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  We initially engaged Dog House for a complimentary plumbing estimate. During this visit, we enrolled in their annual service plan, primarily due to the inclusion of an annual furnace servicing, which we had already scheduled for a few weeks later. Despite our initial satisfaction, we have yet to receive the plumbing estimate for which the visit was conducted. Furthermore, they failed to honor the scheduled furnace servicing appointment, citing a hot water emergency as the cause. We were offered an appointment three weeks later! We recently purchased this home, and our inspector strongly advised to have the furnace serviced prior to use for our safety. It is worrisome that a lack of hot water is deemed an emergency, whereas the absence of a primary heat source, given the current nighttime temperatures is not. There seems to be a lack of sufficient staffing to handle emergencies while maintaining regular service commitments, which seem like it would make the yearly plan worthless to pay for. Additionally, despite multiple inquiries over several weeks regarding the plumbing estimate, we have received no response. Efforts to resolve these issues have included multiple phone calls, during which I was only able to leave messages, and emails requesting cancellation of the service plan and a refund for services not rendered. Following these attempts, I encountered further difficulties in reaching the office, leading me to believe my number may have been blocked. (I called from a different number, and someone picked up immediately). Based on these experiences, Dog House does not seem able to fulfill the promises made on its website, as corroborated by similar accounts from other customers we've recently spoken to. To date, we have received no services beyond the initial FREE consultation, yet we've been charged $249. I request a full refund of the $249 paid, as no services have been rendered. Failure to address this matter promptly will necessitate further action.

• Initial Complaint

  02/19/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a long time customer of this company. They recently did some work but I felt they overcharged me by alot. I asked to receive a receipt breaking down the cost of labor and parts and they refused to send me this information despite numerous phone call. I am not disputing the quality or the fact that the work was done, just that they refused to back up their bill with the information I requested.

  Customer response

  03/01/2024

  I have not heard from the business in response to my complaint.  They finally called my wife who told them to call me.  I received a message but when I tried to call back they never responded.  They still have not furnished me with what I asked which is a simple break down of time and materials.  I believe they are required to do that by law in *****.  The fact that they refuse to do that confirms my suspicion that they over charged for their services.  Not answering the phone or returning messages is no excuse.

  

  Business response

  03/04/2024

  Dog House has used a one-rate system called TNFR for all its estimates and work tasks for years. The customer had prior knowledge of the system as he has been a great customer. This system considers many factors of doing business but does not give the singular option of itemization of labor and parts.  The software ensures the customer has a set amount to pay for the service, whether the job is 5 hours or 10 hours, or if additional parts are needed to complete the repair. This is a standardized software that is known across *****************. Our customer was presented with an estimate prior to the services being rendered, approved the estimate/repairs prior to initation of the work, and acknowledges the quality of work we provided. Given the standardization of the process, his prior knowledge of it, and his acceptance of the estimate, we respectfully ask that the complaint be removed.  

  Customer response

  03/04/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  12/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Estimate #******** on 12/2/2022 On December 1st, we called Doghouse and explained that our boiler had blown a fuse and appeared to have the same combustion fan failure that we experienced 3mo ago. A technician arrived the next day without a replacement fuse and failed to perform any level of troubleshooting. We were charged $100 for this service call and told that the cost to replace the fan would be $1700, even though we were previously told the cost (with labor) to replace the fan 3mo ago was around $800. The explanation provided was that this was a new pricebook and a new way of billing. I attempted to get clarity on the pricing and the tech was unable to explain if this was an estimate, quote, piecework, hourly or anything other than it was going to cost $1700. I asked for an explanation for the price increase and did not receive an explanation. The fan retails for around $400 online + 1.5hrs of labor should not = $1700. The tech said to take it up with the office, so we paid the bill and attempted to escalate to the office. The office avoided our calls for a week and finally responded with a poor explanation of the fan costing $800 and the rest is unexplained but "is what it is". While on site, the technician spent an additional amount of time disassembling the failed fan, because he was curious about how it failed. This time was apparently billed to me, though I can't obtain an itemized bill that lists any work at all. The "estimate" clearly states that it isn't a guarantee of the final price, without an itemized bill, I am unable to see the justification in the full $1700. I'm seeking to have the $99 fee refunded (since no diagnostics were performed) and I'd like to be billed for the 1hr of labor for the fan replacement and the actual cost of the fan (plus their typical uplift %).

  

  Business response

  12/13/2022

  Good morning. I'm writing to you in response to complaint #******** from ************************************
  We responded to a call from the ******** on 8/17/22 because their boiler would not turn on - every time they tried, it would trip the fuse. Dog House sent ******, a licensed gas technician, to diagnose the problem. ****** ended up finding that a fan needed to be replaced; the part was under warranty with *********, which means it was free to the customer, and ****** ended up giving them a discounted rate on labor to help save them money. The invoice (#******** from 8/24) totaled $330, and was notated that it was just for the two hours of labor performed. During that appointment, ****** informed the customer (both in writing and verbally) that they needed to add a surge protector between the main power and the boiler so that, if the power went out again, it would not damage the heating unit. There are two quotes in our system that ****** created on site. The customer assured ****** that he would take care of it, and do the work himself.
  Dog House received a second call from the ******** on 12/02/22 requesting emergency service because their power had gone out and the boiler wasn't turning on after the power had been restored. We sent ****** over again, and he found that the same issue had happened. Unfortunately, ********* would not warranty the fan for a second time, and ****** had to quote the customer for the full price of the job, which came out to $1,753.00 (cost of the replacement part, plus 35% markup, plus labor at $309/hr.) The ******** called several times to ask why the price had increased so much, and would not accept the answer we provided (pricing on parts increases monthly per the manufacturer/supply houses, and Dog House just went from $250/hour to $309/hour within the last couple of months) until I broke it down for ****** on the phone yesterday (12/13). (Dog House records all phone calls, and we'd be happy to provide you with the recordings of all our interactions with the Whelans)
  Dog House takes pride in helping the people of our community without price gauging or overcharging. We're sorry that the ******** are struggling, and are here if they ever need service in the future.
  

  
  

  Customer response

  12/14/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  While I appreciate the synopsis of the events, there are many important details that are left out.  I am not disputing the first call, the time spent on site was well justified and made sense.  However the first call wasn't quite that smooth, as your records should indicate.  We were originally going to be charged full price even though the boiler was installed by Doghouse a little over a year prior.  We had a two year warranty (that still hasn't expired) with Doghouse and had to argue for quite a while to get this price.  It actually took ****** leaving my house before returning (after being reminded that we did indeed have a warranty).  The problem was resolved and I suggested to ****** that I was going to look into getting a whole house surge protector.  He didn't offer any advice/guidance.  As a matter of fact, it wasn't until the second visit that he even looked up the part from Veismann, which was a simple plug in surge protector.  On the second visit (the one in dispute), ****** was unable to do any boiler diagnostics because he didn't have a simple fuse (standard 5x50 slow blow 2.5a fuse) to power on the boiler.  We were clear in our call to your office (check your recordings) that the fuse was blown and it would be needed to do any diagnostics.   After ordering the part, we were told it would be here Monday or Tuesday.  We called on Monday and were told it was not in.  Same story on Tuesday and Wednesday.  On Thursday the office staff said "it is a good thing I looked, it was under the wrong customer!" (check your recordings).  So we had no heat/hot water for an extra day due to this mistake, did not receive any shipping updates and had to constantly call the office for updates.  On site, ****** was clear that he could only use this new price book and was not able to give any other details.  The price book estimate shows that this is an estimate and does NOT provide any details as to what is included (part cost, labor cost, etc).  This pricing practice is deceptive and misleading.  I asked repeatedly to be charged hourly, knowing that the replacement combustion fan only took **************** previously.  ****** could only say that all costs have increased and we should call the office.  ****** did a fantastic job and I have no fault in his workmanship.  My wife had attempted to get in touch with your staff for several days, constantly being told that someone would call her back (check your recordings).  No one ever did and the only answer we received was "it is what it is".  We are simply questioning the cost of the part and the total hours on the job but have yet to receive an itemized invoice detailing the two.  The combustion fan ranges in price (for the consumer, without your buying power) from $500-$1000.  Previously (during the first visit), ****** had indicated the fan was $800, which checks out with what I'm seeing for prices. I don't understand how this part is not under warranty to begin with, since a capacitor failure was the root cause (****** took the fan apart).  Without seeing the line item details, it is impossible for me to understand if we were fairly charged.  Your last line in your response is an important one "Dog House takes pride in helping the people of our community without price gauging or overcharging."  That is all that we have been trying to understand since ****** first walked in the door.  This new price book has caused much confusion and leads to the perception that Doghouse is indeed doing what it takes pride in avoiding.  As a consumer, this customer service experience has been terrible, we had to deal with no heat/hot water for longer than necessary and our only answer has been "it is what it is".  I want Doghouse to be successful and have tried to give them an opportunity to discuss this, it is unfortunate that we have to now flush this out in this forum. 

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***********

   

   

  

  Business response

  12/16/2022

  Good morning, 

  The bottom line here is that Dog House does not, and is not required to, provide itemized invoices/estimates. We use the flat rate system, which actually ends up saving the customer money most times (because the price stays the same, no matter how many extra hours/parts we end up needing). You talk about how you understand the pricing, you know that the part was expensive - you acknowledged that ****** did a good job and that the system is running smoothly... So, to us, it looks like we're going back and forth via BBB complaints because you're upset about not being able to physically see the breakdown of the invoice - even though you understand the cost and paid it? 
  This is the last response this subject will get. We apologize that you don't appreciate our invoicing system - I'll make sure that the owners are aware of your complaints. 

   

  Thank you. 

  Customer response

  12/19/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   This is an interesting response and is indicative of our experience.  My wife recently corresponded via email with Doghouse and it was cordial and friendly.  We were provided the breakdown of the costs and we were able to identify a mistake in the math that Doghouse used.  We were told that the fan was $800 + 35% markup = ~$1,300.  Obviously this is incorrect and it should have been $1,080.  That coupled with the 1.0h of labor @$309/hr = $1,389.  We paid over $1,800 so the math was clearly a mistake and we should be due a credit.  ********** agreed but was unable to do the full amount.  I thought it was a good back and forth and we reached an amicable solution.  Then this response was sent.  It is very odd and confrontational.  I understand the intent of the new price book, but the paperwork that I signed does NOT denote anything other than an estimate.  I have attached it for reference.  Being an estimate for work and not a guarantee essentially requires a final bill of goods with a clear itemization of services.  Otherwise, this work order should be a contract of services with a not to exceed price.  Doghouse simply can not expect a consumer to pay some arbitrary overage without itemizing the work. The estimate details sheet that was provided clearly states that I agree to pay the full amount for all work performed, which is only possible if I know the details of the work performed.  
  
  Regards,

  ***********

   

   

• Initial Complaint

  07/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dear Dog House, Let me start with saying your employee's are great guys. The repair job they did looks great. However when we contacted your company and a date of 5/26/2022 was set for a member of your company to come and look at the job ****** give us a total of 4,6088.00 for complete replacement of all duct system from unit to existing grates. Then your company called with a date of install of 6/16/2022 only to call before the date to say that they would not be sending a install crew on that date ,instead sending another employee out (***) to make sure ****** measurements and count of grates were correct .At that time that *** never said that the job, that all ready had a deposit paid on would be a bigger job than expected. Then a new date was set for install of 6/30/2022 at which time still nothing was said about the job be a bigger job than expected and we realize the the repair job done on 6/30/2022 was signed off on . The original invoice for the complete job would contain a lot more labor and supply cost than what was done on 6/30/2022. The whole unit was not replaced but that's what we paid for . The work that was done on that date would have used less supplies and labor than the original invoice that deposit and remaining balance was paid on. We truly believe we should have some funds returned to us for overpayment of services rendered. I'll follow up by saying *** the owner did call at some point over the 07/04/2022 weekend with a call that we missed. His message said he would call back on Tuesday , we did not here from him as of Tuesday afternoon so we called him and left a message. Thank You, ****** and *********************** 14 country acres park ******************************************************************************

  

  Business response

  07/08/2022

  We have already responded to the customer.  Here is our response emailed today:

   

  Dear **** and ******,
  
  When we started on your job,*** discovered there were wires and pipes in the way of the duct system and that this would make the job take a lot longer and more materials would be needed than originally proposed.   *** was very upfront with **** about this and gave her two options to proceed:

  Stop the work and return your deposit OR
  Provide 1 day of work as the original quote had included
  
  **** accepted the option of 1 days work and not getting her money back.  It was made clear to her that the complete duct system was not going to be done as part of this new proposal and we could not honor the original proposal.  We were only going to do 1 day of work instead of returning her money.
  
  Unfortunately, during a renovation of this nature unforeseen issues may arise that could not have been detected prior until work proceeded and the guys started opening up the system.When it was originally looked at **** and *** could not have known there were pipes and wires in the way that were going to make the job more involved. This could only be discovered once they started getting into the system.  
  
  We can come back and wrap up a couple of connections including a connection in the bedroom where furniture was in the way once the room is cleaned up and accessible as part of this service,but we cannot provide any additional work beyond that return visit.  
  
  Please let me know if you would like to schedule the return visit. 
  
  Thank you,

  Customer response

  07/18/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We have asked fro our ******* deposite back which we recieved . altough we are still not happy with the job that was done by them we were at first becuase we could only see the work from the inside . at this time we have a our relative and handyman doing some repair of water lines and he has brought to our attention with pictures on his phone of the work done that it is no suffient for the money we paid'
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business response

  07/19/2022

  How does a relative who is a handyman understand the value of the job? His perspective means nothing (he doesn't do HVAC work and we don't do handyman work). The main reason we stopped work was because of the way the water lines and the electrical was run underneath the home.

  As stated previously, the mechanical system needs a complete makeover, which we told the homeowner, ****, up front once we discovered that we couldn't do it for the original proposed price.  Rita was given two options; return of the deposit and not proceed with the work or provide work equal to the value of the original proposal.  **** agreed to the latter, equal value.    

  After this, the customer complained about the work and asked for their deposit of $1,600.00 back and we obliged as an attempt to make the customer happy.  Coming back after this and asking for more money to be returned seems to be a ploy by the customer, considering how much work we did at their house. 4 men were on site for 15-man hours plus materials (**** was on site the whole time and a walk thru was done by our technician when completed). 

  The $1,600.00 check has been cashed.  Both parties agreed that cashing of the check would resolve the issue.

  We will not be refunding any more money to the customer.

   

   

  Customer response

  07/20/2022

    We dont have to professionals to see the two pieces were not joined together ' further more the main duct did not get stapped back up . the duct in bedroom that they could not get too was taken out from the main duct and after them saying it could not be done that day and they have to come back they never even reattached it you can see the underside of my sons box spring from underneath the trailer .it should have been reattached at least . I wish the owner himself would come look at the work his men are doing. we will be going forward with other avenues if this falls thruogh working through the BBB.The new and the old duct were never sealed together.

                               ****** and ****
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  12/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had Dog House come to my house on December 21, 2021 for a second opinion on my furnace that wasnt working. They saw the soot all over the basement floor. They also saw the hole in the furnace. I was charged for a cleaning they never did. They said they would repair the hole that was never performed either according to Tri County Energy who came the next day. Dog House got my furnace running for an hour but it was fuming. The Carbon Monoxide could have killed me. Chimney was un safe and could have caught on fire. They charge me $500 for fixing things they never fixed and shouldnt have been working on a un fit furnace. They knew we needed a new furnace not repairs they never did. So I would like my money back! They never would give me a copy of the invoice. The check paid to them was in my Moms name, ***********************. Im disabled and on SSI.

  Customer response

  01/03/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *******************

*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. ↩