Moonworks Home Improvement

i have been acting as an agent/advocate for my mom who is 87. she had a roof installed which has had numerous leaks. 2 in garage (now taken care of) where solar lines go through to roof panels.; 1 from improperly sealed window (also ok now) leaking into 3 season porch, causing water damage; 1 around improperly flashed chimney (paid another company $1800 to repair), and now, another one where roof meets vertical end wall of house (leaking into 2nd floor ceiling and down wall into kitchen). Have been calling company for OVER A MONTH and still have not gotten any help from them. They DO NOT RETURN PHONE CALLS!!! Customer service (Ashley and Ryan) have both "left messages for Jesse" as well as "reaching out to him personally". I now have left messages on his cell, and WILL BE FILING COMPLAINT WITH BBB, Office of Elderly Affairs, AG, and State Board of Licensing!! ****STAY AWAY*** ***READ REVIEWS*** (here AND on other sites!!)

Met with salesman Wayne on 10/7, great meeting, nice guy, estimated job range 5-6 weeks, 50% down including electrical. Received no call back at week 6, so I called on 11/30, spoke to Nina who explained we "were overlooked", and had the wiring and gutter plates installed on 12/7. I called on 12/8 to Nina to explain the "flow solutions were NOT completed as ordered" AND to please expedite the electrical install. I was told their electrician (Jack Lennon)"coordinates his own appointments", I could call him if so desired. I then asked "Jessie", shop manager to coordinate the electrical and water flow work, no problem. Seemed weird at the time, then it became worse. The phone support folks were polite at all times, but sadly had no answers. I made MULTIPLE calls, left messages, made requests in a clear, polite, restrained manner over the next month and FINALLY was referred to another salesman Steve who had been helping out subcontracting electrical work to a friend Mark Hofstra, a five star electrician from Franklin, MA. Mark connected us on 1/11, but reiterated he was familiar with past shenanigans with MoonWorks and would not be working off my deposit. Fortunately, Wayne dropped of the check later in the afternoon. Total cost: $800. Big rain this afternoon with significant gutter rain water overflow at both second floor gutter drops in the from and back, as discussed back on 10/7. POOR. Cannot comment on the ice dam work at this time. The off/on switch is in the fuse box downstairs in the basement...I think I was just tickled to have the damned thing hooked up. There are RI tradesmen and women who do awesome work A-Z, who communicate with their customers, and stand behind their quality work. There are others who have found a comfort zone oblivious to the needs of their customers regardless of promise, contract, and cost. Beware of these wolves.

Very well.

.

unknown

This was the second time I've used Moonworks.  The first time I had no problems and was satisfied with the work.  During the second visit, they installed new basement windows that immediately upon installing began leaking (due to poor drainage in the window wells and poor fit of the windows.)  I wish the salesman Rick and the install team would have warned me about possible negative outcomes before I committed to the work.  The windows were in a hard to access place, and the old windows had been sealed many times before.  Unfortunately, when I called to get things fixed, they were no where near as responsive as when they were selling me the services.  It took over 6mos to the issue band-aided.  Needless to say, I still have water problems that did not exist previously.  While quality work goes a long way, a company's response to an unsatisfied customer truly tests their commitment to customer service and quality of the finished product.  In this case, my desire was to improve my home, in the end I created a new problem that hadn't previously existed.  Based on the time it took to respond to my concerns, I would not use this company again.

unknown

Met with Moonworks to replace gutters and windows in our house. Generally the sales guys were good. Installation took a couple of days and unfortunately over night they left two window rough openings exposed in fall with the heat (we have electric) turned on in the room.  Nothing boarded up or anything.  We brought this up to Moonworks and felt like our complaint didn't go anywhere.  About a year and a half later we noticed that one of our windows was installed dramatically not level (the casing is level but the window is askew).  We tried contacting the individual at Moonworks who was managing the project and the email bounced.  After that we contacted Moonworks directly (after listening to the sales pitch and the pride, quality and responsibility of their work) we discovered that Moonworks no longer does windows!  They forwarded us to Anderson windows who then pointed us back to to Moonworks.  (The windows, EcoView are not an Anderson product -- according to Anderson, its window that's not affiliated with Anderson at all).  Anderson would only cover if there was a defect with the window -- not incorrect installation.  Now we have a company that is still in business who do not want to take responsibility for previous work they performed.   We are not asking for a lot -- just for a window installation to be corrected.

Not as expected.  I began this project with a phone call circa Oct., 2013. A delightful guy came by, looked at the project and a contract was signed on 11/12/13. The cost, at that time, was estimated to be 5,905.00.  According to the contract, work was to begin in four to six weeks time.  Did not happen.  I called in January, 2014 and was informed that the cost of the large windows was not estimated accurately as their replacement required not picture windows but skylight windows which would mean an increase of circa 1300.00 dollars and further delay as they had to be specially ordered and made via a company out of state. Another contract was signed on 2/27/14 noting the increase for these windows as well as the additional cost of replacing the siding, plywood, framing, shingles etc. @ 1,371.00 dollars. At this point, my cost had increased from the original 5,905.00 to 8,571.00.  Was the project done at that time? No. The crew was very hard working and seemingly conscientious, but did not finish the bottom front of the plant room which still had the old shingles and looked awful compared to the new shingles surrounding the windows. Remedying that cosmetic glitch cost another 500.00. That oversight struck me as odd due to the fact that I have yet to determine how something so obviously out of sync with the shiny new shingles would have been overlooked and or not factored in. Whatever!!! I wish my story had a happier ending as I liked the crew and I had thought they did a fine job BUT, guess what?  Less than two years later, two of the large windows have cracks in them.  They are under warranty, thank goodness, but neither at site labor nor shipping is included.  So, here we go yet again...do I have Moonworks back to remedy this or try another outfit??? Were the windows themselves defective or were they not installed properly? Dilemma!

unknown

This started after a MassSave audit. The salesperson was friendly, but pushy, and not clear in what he was offering me. He couldn't understand why I was asking questions, or why I hesitated because the job was being subsidized by MassSave. I finally got him out so I could think about the job. Once I scheduled and sent in a deposit, I never heard from him again- thank goodness. The crew that came arrived promptly, and worked efficiently. The leader was clearly knowledgeable, and explained to me what they were doing at my request. He identified some issues with what the salesperson had ordered, spoke to me, and made changes that included reducing the overall cost. His name was Rui and he and his crew were excellent. They cleaned up after themselves very well. Be wary of the sales people- ask questions until you are satisfied. But I'd hire this crew again.

.

It was okay.  First time they did some work, then later I found some problems and they came back one more time.  Every time we have heavy rain I still see something.

said I needed a new roof which was news to me.  Had a roofer-friend look at the roof and he said other than a few shingles that need to be replaced, roof is fine. I have no leaks, so I feel like they were more into selling me a new roof than repairing and inspecting.  But the crew was VERY nice and respectful.

I was satisified with their work.  They were on time and polite.  I have no complaints about the workers or their work

The short story: 
Moonworks had several problems with scheduling, serious work quality issues and was clearly interested in doing the minimum required.  They worked hard to retain me as a customer including having a salesperson monitor the final job so the job did run to completion but there were still notable quality issues.
I was looking for a solution in my attic that would improve house insulation and would allow me to continue to use the attic for storage.  I was also concerned about the ice dams this year (who wasn't). SuperAttic looked to be the perfect solution to my constraints and Moonworks is one of the few installers in range.  I had the salesperson come in and evaluate and quote me on the job.  Although I though the price was high, I oped to have the solution installed as my research and the salesperson convinced me it was a solid product.
The installation was not anywhere near the quality I expected.
* There were several scheduling issues where even after confirmation they did not show up or even cancel.
* The installers didn't understand the contract and how it related to the required work.
* The installers did not understand how to install the product per contract and product specification
* There was no provisioning for electrical outlets or lights, i.e outlets were behind insulation and area lighting would have been restricted by insulation
* First day of installation, workers were more interested in getting out of work than cleaning up - there was insulation all over the floor in the bedroom.
After speaking with the Moonworks lead salesperson about the issues I had, and having him onsite to review what quality work needed to be done, we came to an agreement to finish the job where the lead salesperson  would supervise to insure quality of work. Even after this we had scheduling issues where work days were scheduled, confirmed two days before and no show.
The quality of work that the lead salesman did resolved lighting and electrical issues, but the team on site (although friendly) still had issues with quality some of which were addressed as worked progressed.  
After they left and I examined the job in depth there were still quality issues I was concerned with such as leaving holes in the insulation that were covered from casual notice to leaving trash underneath the existing second layer of insulation.  At this point my time was better spent fixing the leftover issues myself.
If the lead salesperson had done the entire job himself, the quality would have been a lot higher.
The general impression I had was that Moonworks was less interested in quality and more interested in cost savings to maximize profits.  If Moonworks would take the time to train their employees to do a quality job of installation, focused positive customer interaction and cleaning up properly (as if they were never there) at the end of the job, they would do a lot better.  Had they been focused on quality I would have recommended them to you and to my neighbors.
 

Team arrived and on day one, did all of the sealing of the attic and prep work for the insulation and rim joist sealent to be applied the following day.  The net day the team arrived.  They explained all of the steps along the way. They have got to be the most polite, courteous group of workers I have ever encountered. They went overboard in making sure the house was well protected from whatever they were doing, they were friendly and stopped to take the time to answer all of my dumb questions, I ended up getting wuire an education.  The team leader, Ruey really stood out in my eyes as a great ambassador for Moonworks.  I would want him leading every job I have done at my home. 
There was a minor discrepancy where I believe the sales guy might have oversold what could be done regarding the rim joist sealing, which due to m own error, I did not dis
cover until they had left.  I contacted Moonworks, Ruey gracefully agreed to driv eback and review with me.  He explained the situation to my satisfaction and I found out the following day that Moonworks had already processed a fair refund for a portion of the project (how is that for proactive service).
Once again, I believe my home is well equipped insulation-wise to handle another New England winter and I would not hesitiate to use or reccomend Moonworks (with a large part of that reccomendation based on Ruey and his teams work ethic and professionalism)

It worked pretty well but ultimately it turned out that their repair - they did a tune up on the roof but it turned out that we just needed a whole new roof. It was fine but it just led to a very expensive project. So I am not sure how useful it was for us ultimately when we just needed a new roof rather than a modest update. They were responsive. They did the work fine but there were many problems that they noticed that were above the scope of the deal and I didn't expect to get a new roof at that cost.

I was not home for the job but two guys came and quickly performed the job on my dormer within an hour. According to whoever was home at the time mentioned that they were completely professional.

The inspection was fine, but the follow up was poor. I have not received the estimate on the roof replacement. They did some caulking and showed me some places where they wanted to improve it. They showed me the other places where they said they could not do much at this point, and I would have to eventually put a new roof, so I told them to give me an estimate for that, but they didn't get back to me. I was impressed during the process. I liked how they did everything, and they seemed to be very professional, and I was very positively surprised about the whole experience. The finishing was the opposite of the beginning. They didn't follow up. We had to reschedule a couple of times, and they were responsive, but they didn't follow up. They were on time when they finally came.

It worked out really well. they were great. They came out quick. Everything was said and done within a couple of months. Everything worked smoothly.

unknown

We initially contacted Moonworks to quote replacing our roof and possibly windows. We worked with Shawn Pannone, who spent a lot of time with us over several months, while we figured out the scope of our project. In the end, we decided to do the roof and gutter helmet with Moonworks. Shawn spent a lot of time allowing us to choose materials and describing the final look of the project. We were able to negotiate a price that was acceptable to us both.
We were doing insulation through the Mass-Save Program at the same time, and since Moonworks is one of the authorized contractors, we decided to use them for the insulation as well. 
It's important to know that the roof/gutter helmet and the "Energy Dr." or insulation are two separate divisions of the company. Although they talk to each other, the teams are completely different. 
The roof installation went wonderfully, I would give it an A+ - the roof took one day and the gutter helmet took another day. We had to replace a portion of the gutters (old ones were wood), and that was fine as well. Two days after the roof installation, we went into our sunroom and saw nails sticking through the ceiling of our sunroom. The whole place looked a little scary with all those nails sticking down. We called Shawn in a panic; luckily he was already on his way to us to review the job. He assessed the situation, and explained that this was necessary to maintain the warranty on the roof (the nails have to stick through the roof to hold the shingles in place). However, he recognized that this ruined our sunroom. He worked with us over the next week, and offered to place plywood at no charge (this would look the same as it had prior to the roof) or to replace a pine ceiling at a very discounted price. Ultimately a carpenter from Moonworks came out and placed a pine tongue-in-groove ceiling to hide the nails, which looks beautiful. We felt we had a great advocate in Shawn, and that the company was professional and handled our bump in the road very well. The roof is great and has not leaked so far. The gutter helmet is also wonderful, and looks like it's working well. It means we will never (literally never) have to clean our gutters. If there is ever a clog, Moonworks will fix it for us.
Shawn also communicated with the insulation team to try to streamline that project. This was a more drawn out process, and if I could rate it separately, I would give it a B. Initially, we had someone from Mass-Save quote the project. This person did not do a great job evaluating all the needs of the house, and missed the fact that our walls did not have any insulation in them. A representative from Moonworks came and repeated the assessment much more thoroughly. We were quoted a price. The representative from Moonworks recommended we insulate the garage ceiling, but forgot to include that in the quote. Insulation was not as organized as the roof, and took three sessions several months apart to do. Everything could not be completed during the first session, because it was raining and you can't blow in insulation in the rain (not their fault). During the first session, we discovered that garage ceiling insulation was not included in the quote. I was told someone would contact me to address it. I did not hear back for several weeks. Finally I called and scheduled someone to come out and quote the garage ceiling. The person arrived thinking he was doing a full audit and it took some time to figure out what he needed to do. Finally he assessed the garage and quoted an astronomical price. It turns out that Moonworks prices are different than prices provided through the Mass Save Program. I asked him to call the initial assessment guy, and after a lot of back and forth and a little attitude, he agreed to honor the Mass Save price. Several weeks after that, the second team came out to continue the project. These guys were actually really great, but I did feel like they were not certain of exactly what the first team completed. Ultimately we figured it out (current team leader called previous team leader and pieced it together). After all that work, it turned out that the garage was already insulated, and so this was removed from the quote. The second team was still not able to finish before dark, and a third session was scheduled several weeks later. This was completed uneventfully.
Later we discovered that several of the vinyl siding pieces were broken during the process. We had some extras, and Moonworks scheduled someone to come out (very quickly actually) and fix them. Lesson: when it's cold, vinyl is less pliable, so it is not ideal to do external blow-in insulation in the cold because vinyl will break. Overall the project is done and the quality is good, but I felt that the process could have been more organized and that I constantly had to be on top of everyone to make sure nothing got missed. Also, I probably would not do this through Moonworks directly (rather than through Mass Save), since their prices seem to be much higher. 
In the end, I am glad that Moonworks did all these projects for us. Now if anything ever goes wrong with the roof or the insulation, I only have to call Moonworks. Their customer service department is excellent and very responsive. If we ever decide to do windows, we will probably go through Moonworks as well (it is through the division that does the roof, and they were great).

Service was fast and easy to schedule. Guy showed up on time and was friendly. Didn't take him more than 10-15 minutes to do the assessment and I never used the credit for roof repair (which I guess was a good thing!).