ComplaintsforResource Innovations

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Preface: I was one of the unfortunate customers who was also made a mockery of by EFI before Mass Save switched providers to Resource Innovations (henceforth titled RI) I have also submitted a BBB complaint for EFI #********. EFI owed me $2,000 for a high-efficiency boiler replacement, which they instead decided to change to $200 weeks before they were fired by Mass Save, which in turn only made my life more difficult in now trying to convince RI/Eversource that I am still owed $1,800. My boiler work was completed in January 2023, and 16 months later I am still without my full rebate.8/22/2023:I call the new company RI and explain my situation. I am told if I resubmit my application that I could be approved in a few weeks. I resubmit a STANDARD application as if it were my first time applying for the rebate. I provide all my paperwork (as I did to EFI), including my Mass Save inspection performed by ***** dated 11/10/2022 which clearly stated I had a NON-CONDENSING BOILER, along with my work invoice and heat loan intake form (HLI). The person I talked to seemed optimistic and was lightyears better than who I dealt with at EFI, so this seemed promising.12/29/2023:After months of checking my rebate and seeing it make progress through the system, I see that it now shows VOID/CANCELED. I call RI on 1/3/2024 and am told the reason it was canceled is because it is a duplicate application they (Eversource or RI?) saw that I had a previous application with EFI which was approved for the incorrect amount. I am told by RI that an escalation ticket is submitted with both applications and the operator confirmed I was only paid 1/10 of what [I] should have received. This escalation ticket can take up to ONE WEEK to hear back.1/10/2024 (ONE WEEK LATER):Operator tells me they emailed their supervisor with info and escalated it further. I told them I have not cashed the first $200 check yet because I did not want to mess up the process. They tell me they may ask for proof of that, but it is TBD at this time (they have still not asked for any proof despite me offering). I am told to follow up in TWO WEEKS.1/29/2024 (TWO WEEKS+ LATER):First person I spoke with puts me on excessive holds to speak with their supervisor, and eventually I get disconnected, likely because I was left on hold for an excessive amount of time. I call back and am transferred to a supervisor for the first time, who also ended up being the first person to actually help me since my app was canceled in December.Supervisors name was ******* (no last name, tells me she is the only supervisor role in the company named *******). She adds me to a list that only supervisors have control of for PARTIAL PAYMENTS. This is the first time anyone has mentioned Partial Payment to me, seems like it should have been the route taken from back when I submitted in August. After adding me to this list, ******* tells me to give it THREE WEEKS. She also says when I call back to tell the operator up front that I need to speak to supervisor ******* about a partial payment.2/28/2024 (FOUR WEEKS LATER):I speak with *******, who tells me that the partial payment is showing as APPROVED on 2/22/2024. She says the check should follow 1-2 weeks later, and that if I do not receive it by 3/14/2024 then I should call back. This was my peak excitement and I thought I might actually receive my rebate.4/11/2024 (SIX WEEKS LATER):Of course, I was wrong and should have known better.I am told that supervisor ******* switched departments and I cannot speak with her she was the only person up to this point I trusted and I am now convinced I will never get my payment. I ask to speak to another supervisor, and I never do.I submitted my Heat Loan Intake form again, which I am told is not in my application this makes zero sense as it has been 8 months since I applied and nobody told me this, I was also told that my partial payment was approved in February. Again, I knew this was another bad sign.I am told to reattach my HLI form to my app which I cannot because the app cannot be edited, assumingly because is has been submitted/canceled. I am directed to EMAIL it, which the operator verifies over the phone that it is received. The operator tells me they have submitted my app again and that I should call back in 31 days if no progress.5/13/2024 (5 WEEKS LATER):I am told upfront that I am being transferred to a supervisor and am put on hold again, I am never transferred to a supervisor. The operator tells me that they are waiting on Eversource to approve the app, and I am told that there is nothing I can do to expedite nor is there anything needed from me. I am told that a supervisor named ***** will follow up with me, but I never hear anything.And here we are. I did not want to submit to BBB because of how good I felt about RI in the beginning, but it has clearly derailed in the last 3 months and I feel like I am back dealing with EFI again. The only person who was any help is no longer in their position, and I am unable to speak to anybody who can take action for me otherwise. I was unsure if I should submit this for RI or Eversource, so if nothing comes from this my next action will be Eversource. I am still owed $1,800 and in the span of a few weeks I have gone from canceled, to approved, to unknown, to waiting it seems like nobody is actually doing anything and I, as the customer, am getting abused and made a fool of.

  Business response

  05/22/2024

  Hello ****************************

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. For background, up until June 2023, the MassSave Program was managed and run by the ****************** **** (EFI), with no involvement from Resource Innovations. Resource Innovations took over the MassSave Program from EFI in late June 2023.  

  From your complaint, we understand that you submitted a rebate application in January 2023 to the MassSave Program and are now seeking a total of $2,000 in rebates. While your initial application pre-dates Resource Innovations involvement in the MassSave Program, Resource Innovations has escalated the matter. It is our understanding that you were paid out an initial $200 rebate, but that this rebate check was never cashed. Resource Innovation will need to confirm with EFI that this amount was never cashed in order to determine whether to pay out the full $2,000 or a pro-rata amount of $1,800. Resource Innovations is now re-reviewed your application with the sponsoring Utility and seeking to receive approval to payout the requested rebate at either the full $2,000 or the pro-rata amount of $1,800. Once we have approval from the sponsoring Utility, we will be sure to expedite payment of the appropriate rebate amount.

  In the meantime, Resource Innovations will ensure that we communicate with you directly with any updates. If you have any further concerns or issues please reach out directly.

  Again, we apologize again for the inconvenience and thank you again for your participation in the MassSave rebate program.

  Customer response

  05/23/2024

   
  Complaint: 21705002
  
  I am rejecting this response because:
  
  I am well aware of the transfer of ownership from EFI to **. I was advised (by both EFI and RI) in August 2023 to resubmit my application with RI. I surely wont see anything before June, so do you think it should take 10 months for this to be resolved just within your company? 
  
  
  I was advised by supervisor ******* to cash my $200 check because she was concerned that it could potentially expire, I can provide bank proof that I cashed it. Based off my experience, you will never hear from EFI and this issue will never be resolved if that is the plan. I was told by multiple RI operators that It has already been established within whatever system you have that I was paid $200 and I am owed $1800. That is why ******* submitted a partial payment of $1800, which she said was approved in February. I was also told many times of escalation and it has yielded nothing. 
  
  
  Nothing in this response has yielded any positive result or gained any traction with my complaint, these are all the same things I have been told over the last 3 months. There is also no documentation proof that any action has been taken by RI, it has all been by word of mouth.
  
  
  Respectfully, until I receive a payment I will continue rejecting these responses.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had a new boiler installed in July 2023 and qualify for the$750 rebate from Energize CT. I began the rebate process in Aug and had to submit a new rebate request in October. Since October I have made several calls, every few weeks, as my application continues to be returned for lack of customer information, missing signature, gas acct info needed etc etc etc. Every individual i have spoken to including two supervisors has advised they do not know why this continues, why the processing center continues to return, confirms all information including signature (online application) has been received. To which they then advise they are pushing the application back through the process. Which in turn starts the cycle of rejected application all over again with emails to me with the same reasons. This has happened too many times to count and every time I'm told I'll have to wait the 2-4 weeks for review and that they will follow up with me with a status by phone. Since October I have never received a phone call. I have submitted all information multiple times over, have never received a call back, am unable to escalate or speak to a supervisor in the processing center. With no resolution from resource innovations ************ I finally got in touch with someone in complaints **** at EnergizeCT on 3/12/24. Which triggered 6 new open rebate and missing information emails on this day alone.This is the most frustrating ridiculous process. The website is problematic and the rebate can't be accessed via the link they provide in the email. At this time I don't even know what application number I would search for as new rebate numbers have been assigned as a result of the numerous attempts for the application being pushed back through the process.

  Business response

  04/05/2024

  Good afternoon,
  
  Resource Innovations is in receipt of a complaint filed by *******************.  We have begun to internally investigate but unfortunately, we are still gathering information and are unable to meet today's deadline for our response.  Further, ******************************* *****, General Counsel, is out of the office on medical leave and will return the week of 3/15.  We respectfully ask for an extension to provide you with a more detailed summary and corrective action taken.
  
  Please advise if an extension is granted and the new response deadline.
  
  We appreciate your consideration.
  
  Thank you.
  
  ******** (Legal Operations Manager)
  
  ********************************************************

  Customer response

  04/05/2024

   
  Complaint: 21491299
  
  I am rejecting this response because:
  The response from the business indicates a complaint file by *******************, which is not me. 

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

  Business response

  04/09/2024

  Dear *****************************, 

  Thank you for bringing this matter to our attention and we apologize for the confusion.

  With respect to your EnergizeCT rebate application we are sorry for any inconvenience that you have experienced. We escalated the matter and re-reviewed your application. After further review, we approved your rebate application on 3/28/24 and are expediting your rebate payment. We requested an expedited payment and a rebate check was mailed out on 4/3/24. The rebate check *** take 5-7 days to arrive. 

  If you have any further concerns or issues please reach out directly. We apologize again for the inconvenience and thank you again for your participation in the Energize ** rebate program.

  Customer response

  04/13/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We applied for our energize CT rebate on January 26. I spoke to an agent and he said to email the application as an attachment. On February 6th Resource Innovations requested a copy of our electricity Bill which I scanned and sent the same day. Note - this is not a required document for the application, the application has our account number. On February 13th they emailed acknowledging receipt of the scanned bill. 2 weeks later I called to check progress on the rebate and the agent claimed that application had never been entered in in error on their end. He entered it in and said the system wouldn't accept it then he consulted a supervisor and entered it in another pathway, said it was accepted and that final approval should take 2-3 weeks. This was February 26th. It is now March 26th, I called and gave my reference number, the agent said there was some unspecified error and they "fixed it" and now our application will progress. 8 weeks have already passed so I held for a supervisor, who said the agent on Feb 26th made an error and he had not submitted it for final approval so it would take another 6-8weeks for that approval and for them to forward to Eversource to cut a check. WE said that was unacceptable due to their errors already delaying things 8 weeks and asked if they could expedite the next stage. They said the could but that it would still take 2-3 weeks before it would be sent to Eversource to cut the rebate check. Reading online, about numerous consumers having these same problems which are only resolved after people complain to external bodies we believe it is important to have the support of the BBB in making sure this company makes good on their contracted obligations in a timely manner. The amount below is the rebate owed to us. Reference #ECTHC ******

  Business response

  04/05/2024

  Good afternoon,

  Resource Innovations is in receipt of a complaint filed by *******************.  We have begun to internally investigate but unfortunately, we are still gathering information and are unable to meet today's deadline for our response.  Further, ******************************* *****, General Counsel, is out of the office on medical leave and will return the week of 3/15.  We respectfully ask for an extension to provide you with a more detailed summary and corrective action taken.

  Please advise if an extension is granted and the new response deadline.

  We appreciate your consideration.

  Thank you.

  ******** (Legal Operations Manager)

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

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I submitted a rebate request for the MassSave home heating rebate program in September 2023. The rebate process is handled by Resource Innovations. The amount owed to me is $10,000. I got notice that my rebate was approved on 12/6/2023 and that the payment would be received by 1/3. Here is the timeline that followed:* 1/5/24 - I followed up via email as check not received *1/9/24 - I followed up via email *1/10/24 - I followed up via email *1/10/24 - I received a reply from Resource Innovations that the check was issued on 12/12 and sent to my home address.*1/10/24 - i replied and asked them to void and reissue as the check was not received *1/12/24 - i followed up via email *1/16/2024 - i followed up via email *1/17/24 - i followed up via email *1/17/2024 - they replied that the "check is being prepared" and noted an influx of requests *1/29/24 - i followed up via email *1/31/24 - i followed up via email *2/2/24 - i followed up via email *2/5/24 - i followed up via email *2/6/24 - i followed up via email *2/7/24 - i followed up via email again and noted that i was considering filing a complaint with the BBB *2/7/24 - i received a reply that they will reissue the check and expedite for 2 day shipping. They said they created a reissue ticket and that it would take 1-5 business days *2/26/24 - i followed up via email *3/1/24 - i followed up via email *3/7/24 - i followed up via email *3/11/24 - i followed up via email *3/13/24 - i followed up via email and filing this complaint At this point, no check has been received and the amount of $10k is a material amount. The lack of response and misleading nature is unacceptable and irresponsible.

  Business response

  03/22/2024

  Dear ***************************,

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. For background, Resource Innovations initially reviewed and received your application on 8/20/23. Upon review we discovered that the application was missing required information. Resource Innovations sent an email request asking for updated information so that we could process the application. Resource Innovations received the updated information on 12/4/23 and the application was sent for final review and processing. Final review was completed on 12/6/23 and Resource Innovation mailed a rebate check on 12/12/23 to the address provided by you. For some reason, the check was never received at the address provided. 

  We escalated the matter and reached out to confirm the correct mailing address. After further review and confirmation, Resource Innovation re-issued a rebate check on 3/18/24.The new check was mailed via ***** on 3/19/24, with tracking ID ************ and has since been shown as delivered on 3/21/24. Resource Innovations contacted you separately and provided the tracking information and the update.

   If you have any further concerns or issues please reach out directly. We apologize again for the inconvenience and thank you again for your participation in the MassSave Heat Pump rebate program.

• Initial Complaint

  12/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had applied for a MassSave Heat Loan rebate and was qualified for the "enhanced" rebate amount of $16,000 on 5/22/23 (Heat Loan ID # ******** provided by *********************** of RISE Engineering. My rebate reference # is MAHCR_121506. It appears from calls I've had to make and emails I have received that Resource Innovations is handling the rebates for MassSave. I received a rebate check for $10,000 on 10/18/23. After multiple phone calls an email string was started with Resource Innovations on 10/26/23 asking about the status of the $6,000 balance of my qualified rebate. I provided them with everything they have asked for and have received emails from 4 different people from Resource Innovations. On 11/2/23 "ShaCrysta" said "Please reply with your rebate reference number and we will happily get this attached for you". After asking for confirmation that the balance of $6,000 was being sent, "****" responded with "It looks like the check was already sent out for a 10,000$ rebate" on 11/16/23. I then indicated the lack of information regarding the balance of my rebate was frustrating, "Tolu" responded with "I have forwarded your information to the proper parties to take a look at your rebate and get this taken care of for you" on 11/22/23. I asked for a status update on 12/11/23 and have heard nothing back. I went through the full process outlined by ******** for the Heat Loan rebate and now I am not being given what I qualified for, and I am not getting answers from Resource Innovations. It seems that they are trying to avoid paying the rebate balance I am due. Based on the email responses I have gotten from them I decided it was time to contact the Better Business Bureau.

  Business response

  01/31/2024

  Dear ***********************

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We escalated the matter and reviewed your application. After further review, we have approved your enhanced rebate application on 1/8/24 and we are expediting your rebate payment. We have requested an expedited payment and will reach out directly to provide you with a tracking number for your rebate check for your convenience.

  If you have any further concerns or issues please reach out directly. We apologize again for the inconvenience and thank you again for your participation in the MassSave Heat Pump rebate program.

  Customer response

  01/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We are 3 weeks past the 1/8/24 rebate review confirmation date so I am eagerly looking forward to the expedited payment tracking number. Special recognition should go to *************************** who took the time to fully evaluate the issue and find the resolution. Hours spent on the phone and many emails with other employees did nothing to solve the issue. I look forward to receiving the check and closing this rebate process.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  12/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Resource Innovations handles the NHSaves rebate program for the Eversource utility company in *************. Under this program we are due a $750 rebate for installing an approved heat pump water heater.We filled for the rebate (ref. #***********) on 7/28/2023. After repeated calls to RI, the request was approved on 9/12/2023. We are still waiting on the rebate. Numerous calls to the posted contact number *************) always yields the same response - they don't know why it is taking so long, they regret the delay (92 days and counting), and they will escalate the request and someone responsible for issuing the check will contact us. That has never happened. I have attempted to contact **'s home office in ********** *************.) You only get a recorded message with the option to leave a message for the operator or human resources. I am waiting on a response.Given the importance of this program to the **********************'s efforts to use fees collected from customers to reduce the state's dependence on fossil fuels and improve the quality of life of ratepayers, this quality of service is unacceptable.

• Initial Complaint

  11/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a heat pump installed in April. I submitted the necessary paperwork shortly afterwards, and was told that I would receive a $4K rebate in 6-8 weeks from EnergizeCT. As the correspondence below shows, I have been trying to get information since August, and the company that handles the rebate (Resource Innovations) cannot give me any significant updates. I would like my rebate ASAP, and am hoping that BBB can help facilitate this.

  Business response

  12/01/2023

  Dear ***********************, 

  Thank you for bringing this matter to our attention. We are sorry for any inconvenience that you have experienced. We escalated the matter and reviewed your application. After further review we are expediting your rebate payment and have sent your rebate check via ***** on 11/29/23. Further, we reached out directly via email and provided the ***** tracking number for your convenience.

  If you have any further concerns or issues please reach out directly. Thank you again for your participation in the EnergizeCT heat pump rebate program. 

  Customer response

  12/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The company acted quickly to make things right, and I appreciate their prompt response.
  
  Sincerely,
  
  ***********************

*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. ↩