COMPLAINT: Jo Ann Chinn, Bethesda, Md.

WellHome of Manassas performed an energy audit to determine what I needed to make my house more energy efficient. The auditor arrived promptly and attached a giant fan to my front door to measure air leaks through the house. He also used a tool that measured each room's temperature and showed the hot and cold spots.

He said I'd receive a 20-page report outlining the findings and someone would meet me to go over it. After about a week, I contacted WellHome. They said they'd been very busy, but I should receive the report within weeks. I called several times, but still haven't received a final report.

DESIRED RESOLUTION: I want the full written assessment of my home's energy needs.

RESPONSE: Michael Hogan, general manager, WellHome

As far as the member's complaint, I have no excuse why she didn't receive her report. We've since forwarded it to her with a promise of 10 percent off the package because her inconvenience. This is not how WellHome performs on a standard basis. I'm customer focused and want to resolve this matter with the member.

STATUS: RESOLVED