ComplaintsforHomesol Building Solutions

• Initial Complaint

  04/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 19, 2023, in an e-mail, Homesol Building confirmed to me that my file for a greener homes grant, managed by ******** in Ontario, was complete and that everything was correct. To date, on March 4, 2024, still without news of my subsidy, I contacted ******** who informed me that they were still waiting for a Homesol certificate whose application was made in November 2023! Homesol customer service is unable to confirm anything.... Disastrous file management from Homesol. It seems that once you've paid what you owe for inspections, pon doesn't care about you anymore.

  Business response

  25/03/2024

  Hello,
  
  *********************
  
  The homeowner’s file has been brought many times to Home Efficiency Rebate Plus (********), the initial file has been completed by another service organization, CLEARresult, and we have completed the final assessment on 2023-07-19 due the first SOs was not registered with NRCan anymore. We have uploaded all documentation to NRCan/******** on 2027-07-27.
  
  During the assessment completed by the previous SOs the air change by hour was 5.15 @ 50 Pa. and during our visit the air change rate decreased to 2.85 @ 50 Pa. As per the retrofit made by the homeowner, they only installed a Solar Panel, and ******** was expecting invoice from the air sealing, but no work was completed therefore no invoice to provide.
  
  The application is under “Homeowner Under Review” in their portal, meaning it’s in ******** waitlist to be reviewed.
  
  Thanks,
  ******* ******** 

  Customer response

  25/03/2024

  
  Complaint: 21381120
  
  I am rejecting this response because:

  How come you said " We have uploaded all documentation to NRCan/******** on 2027-07-27" as we are on 2024?

  Not very accurate and serious.

  
  Sincerely,
  
  **** ********

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Homesol completed an energy assessment for my home. I paid for both initial and post renovation assessments in full and as part of the audit process applied for the Canada Greener Homes (CGH) Grant and the CGH Loan. We completed and signed all paperwork requested by Homesol. Dec. 3, my auditor provided a PDF for post audit that reports completion of several renovations including achieving a 10% improvement above the base target for air sealing in our home. Dec 13, I was notified that our CGH Grant post-retrofit evaluation was available. The 10% improvement to air sealing was not entered into the results. I immediately emailed my Homesol auditor about the missing info and she responded that she would look into the matter and that I should not submit my receipts to complete the Grant. Dec 21, I emailed Homesol requesting an update. Dec 26, she responded that she "was waiting on a response from her QA team." Dec 27, I contacted the CGH Grant and Loan helplines and was informed that only Homesol could correct the mistake. They also confirmed that I could not submit the receipts to complete the Grant and that the Loan could not be completed until the Grant was. Relevant because the Loan approval would expire on Mar 1, 2024. Jan. 8, I emailed the auditor to update her on what I had been told and request an update, the auditor responded with no update and contradicted the CGH helpline stating that the Loan could be completed. I also called the Homesol office but was not offered any assistance. Jan 15 & 19, I emailed the auditor, the responses I received had no update but I was informed that submitting the reports was not the auditors responsibility. Jan 25, I requested the contact info for the team responsible for submitting the report. I received no response. Jan 31, I called CGH Grant and Loan helplines. Informed that Homesol had never submitted info for the Loan, only the Grant portion. I received an extension for Loan and told that CGH will investigate Homesol.

  Business response

  04/03/2024

  Greetings,
  
  The recommendation for maintaining air tightness was present in her original assessment; however, she fell short of the target set by NRCan. The initial assessment indicated an Air Changes per Hour (ACH) of 3.88, while the final assessment during this visit recorded an ACH of 3.50.
  
  The homeowner achieved an improvement of 9.79%. However, they failed to meet the target of 10% improvement required by the Greener Home Program/Home Efficiency Rebate Plus program (Enbridge).

  Thank you, 

  Customer response

  04/03/2024

  
  Complaint: 21276728
  
  I am rejecting this response because:

  Previous communication from the business both in person and in writing indicated that we met the 10% improvement. In addition, if we had not met the 10% above the air tightness requirement as they are now stating, then we still met the baseline air tightness which they still would've failed to communicate to NRCan. 
  
  Sincerely,
  ***** ******

  Business response

  05/03/2024

  Hello *****,

  I hope this message finds you well. I wanted to bring to your attention some insights from the Renovation Upgrade Report (document 4GA5D00221RUR). It highlights a recommendation regarding the air tightness of your home, which is outlined as recommendation 1. Essentially, it suggests enhancing the air tightness of your house by 10%, aiming for a target of 3.49 air changes per hour at 50 pascals, as indicated in the green boxes within the initial line.

  Upon reviewing your initial assessment report (4GA5D00221HOIS), you'll notice that your home's airtightness was recorded at 3.88 ACH in the relevant section. However, in the final assessment (4GB8E80221HOIS), there has been a notable improvement, with the airtightness measured at 3.50 ACH.

  It's important to highlight that the target set by NRCan for improvement was 10%, aligning with eligibility criteria for incentives under the Canada Greener Home Grant & Home Efficiency Rebate Plus program. The goal was to achieve an air change rate of 3.49 ACH. Please don't hesitate to get in touch if you have any questions or require additional clarification.

  Best regards,
  ******* ******** 

  Customer response

  05/03/2024

  
  Complaint: 21276728
  
  I am rejecting this response because:

  The business response does not acknowledge that they failed to submit any information regarding our air tightness result. All initial communication with our Homesol auditor listed that we had achieved the 10% above the baseline target, which is the second tier for the air tightness rebate amount.
  

  I have also attached primary email chain I have had with my Homesol auditor. On December 13 you will see that she acknowledged that the missing 10% above target air tightness was an error. She also stated "Maybe it was because the 10% of 3.88 is 3.492 and I entered 3.5, this could be the reason." The details of this statement coupled with the written documentation she provided and her previous verbal acknowledgements that we had achieved the 10% target for air tightness, leads me to believe that she had rounded the result and entered 3.5, not that we had not achieved the 10% target. At no point in months of communication did Homesol previously state that we should not receive the 10% air tightness just that there were delays and lack of communication on their end.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  29/07/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  We received a home energy evaluation form Homesol. This is a requirement to participate in the Greener Homes Program. We receive an error message when we tried to apply for the Greener Homes Loan. We were informed by the program that this was due to information not being uploaded correctly by HomeSol and to contact HomeSol to resolve this issue. *** ********* **** ***** ** ********** *** *********** ****** ** ********* We called HomeSol over a week ago and this is still not resolved. We require Homesol to review the information they provided to the Greener Homes Program and correct the errors they made as soon as possible so that we can complete the Greener Homes Loan Program application.

• Initial Complaint

  18/07/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 16/22 HomeSol Building Solutions sent someone to my home for a Home Energy Assessment - Initial Assessment. My goal was to use it to further my Greener Homes rebate process. The person completed the assessment and I paid $614.88. That was two months ago and I still haven't received my report. I have emailed and called their Atlantic office repeatedly (that is who is in charge of BC). I was told that the person who did my assessment quit and they are trying to access the files to generate a report for me. However, no one has gotten back to me despite repeated calls from me. I have asked to speak to the supervisor and have been repeatedly told that he is in a meeting. I have asked them to have a ******* call me and no one has done so. I have asked for a refund and no one has contacted me. I am so frustrated because it's now been over two months since I paid $614.88 and have received NOTHING, plus I can't move my greener homes goals forward. At this point I think I'd like a refund as I have no wish to work with such a bad company.

  Customer response

  03/08/2022

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to ********* ** ********* and find that this resolution is satisfactory to me.
  
  Sincerely,

  **** *** ********
  

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