The Energy House

Today, I went with my friend to the Energy House, and he received zero customer service. In fact, when he got the chance to ask a question regarding whether they had gas stoves. The man simply answered:“not on the floor” and said nothing else. Then he turned abruptly away from and left. This customer service is below any retail store. They were downright rude.

For our remodel we wanted to install a gas fireplace in our home and started to looking online and did visit several fireplace stores in our area. We went to the Energy House in Campbell and met with Jon Zavorskas who was very knowledgeable, answered all our questions and spent additional time making sure we were satisfied with our purchase. We purchased a Fireplaceextrodinair 6015 HO GSR for a great price which included installation. Installers were timely, friendly and agreed to come back and install after a framing error was corrected. My first choice is always buying local and your able to get better pricing and service!

I wanted to really have a great experience. The reality was somewhat different. Very similar to a previous reviewer, it all started off great. Went to the showroom, saw a great outdoor fireplace and lock in there and then to have someone come out, measure and quote us. Next day nothing. A phone call follow up and a «oh yeah» was followed by the visit. Still all ok. Get the quote and sign to move forward.
Needed to have other items co-​ordinated and we did that but complaints from other contractors working with them was continual. They didn’t turn up when agreed, never responded to the other companies and just made mistakes. When it was finally their turn to do the install, we are told it will be over a month delay due to other jobs. Err no you said 4 weeks end-​to-​end. Managed to get them to agree to get some work done.
They do their first part, next company comes to tile it and said, no way they can work on this. Its messy and sloppy. Other firm have to sand and «clean up» the messy work. But its done so EH now need to come back to install brick work. Nope another 4 weeks out at least. I then state I am going to get another company to do it so take off quote and magic, they can come that weekend… So that part gets done. Their next crew has to then come and install the burner. They come and oops they didn’t cut the hole large enough for the burner. Errrr is this the first time doing this?
So other crew comes back to do the cutting. OK now its ready. So next crew come back to install the burner. YAY its fits. Oh wait, we forgot parts. Sorry can’t do. Will be back in a few days (seriously?) A few days later they finish their part.
I rarely ever give such strong feedback but this experience has been painful from start to end. Very disappointed and really wish it had gone better.

I had a gas insert installed by Energy House after (Rafael) of Milpitas gave me a quote on October 24, 2014. The insert was installed on November 4, my pellet stove was removed and the gas insert installed. The guys did a great job. There was no mess to deal with and they removed the Pellet stove with great care (no scratches on hardwood floor). On November 10 they returned to install the safety screen, which had been backordered, over the insert so animals or children couldn’t burn themselves if they touched the glass Energy House is great in my book. I couldn’t be happier.
Barb

The Energy House and especially Steve get 5+ stars for the initial installation. Steve did an amazing job helping us to determine where we should place the fireplace given the restrictions of where the TV could be placed. He truly helped us through this with lots of great advice. He also did an amazing job coordinating our installation with our contractor. It was a bit complicated because the framing needed to be updated but he helped the contractor understand what needed to be done. We truly truly appreciate his help through this initial installation and don’t think it would have turned out so well without his efforts. Steve’s a pleasure to work with. We’ll try and provide another update after the final set-​up is done — they’ll come back out to start up the fireplace and set-​up the media kit.

We had a terrible experience trying to get our fireplace repaired with the Energy House over 12 months to get 80% of our money back. After a technician provided the Energy House parts rep John Houton the model number and serial number in early January 2013, he sent us what he said were the correct parts. After 10 months of a non-​responsive John Houton who didn’t respond to phone calls or emails and sending two technicians to our house, we finally contacted a person named Ryan in October 2013 who we were told by the Campbell store managed the operations of all the Energy House stores. It was like John Houton was delaying just so we would go away. Ryan told us repeatedly that he had spoken with John Houton and had instructed him to resolve our problem. The third phone call with Ryan he told us we should get a refund after returning the parts. After another month and a couple of more phone calls with Ryan, he said in November 2013 we would have to pay 20% to return the wrong parts. I explained to him that several of the fireplaces in our condo development had been repaired without any problems and asked him why we should have to pay for the wrong parts that John Houton sent us. He basically told us to take it or leave it. So after paying $ 461.02 for the wrong parts and 11 months of our time, we were required to pay 20% for their incompetence and that refund was applied to our credit card in December 2013. Obviously, we would not trust them again after experiencing ethical issues and incompetence top to bottom.

Had a great experience with our new converted gas fireplace insert! The selection was large and Jon V. was very knowledgable and had great suggestions. All the installations (gas line, insert) went smoothly, they were timely and clean. No complaints here… great selection and service.

It was time to have a gas log insert put into our existing fireplace. The cost of a cord of Oak/​Almond is well above $ 300 and the Santa Clara valley increases the «no burn» days every year. The technology now is amazing. I ended up at The Energy House because they are located right in Campbell and they carry an extensive inventory of the top rated brands. After much research on the internet, I knew that if I was going to do this I wanted an Xtrordinair fireplace.
Having already been using a fireplace for 16 years, I wanted it to look a real as possible. I wanted new technology. And, I wanted something that was going to last many years without someone having to come to my house to fix it all the time.
Our salesman was Steve Maxoutopoulis at the Campbell store.
Very nice to work with and the price was very competitive with not only other stores, but the internet, as well.
The installation. Well, this is where this company really gives the homeowner peace of mind.
Cesar and Rafael were the team that I had met when they did an initial inspection to talk about the installation process. After that meeting there was no doubt that I wanted these two to complete my installation. What incredibly polite and knowledgeable men.
And, very respectable of my home. They would not come into my house without first removing their shoes.
I have posted some pictures… which will help others see what a great job they do.
Thanks, Energy-​House!