ComplaintsforHomeWorks Energy

• Initial Complaint

  09/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Homeworks Energy installed insulation in our home as part of the Mass Save program.The original quote that we signed was for $2808.95 after the $150 customer deposit.The work was completed and we were then invoiced $3099.41 ($290.46 increase). The charges don't make sense to us so we have been contacting our Homeworks Energy account manager repeatedly with no response for weeks (9/12, 9/17 and again on 9/23). This week we received a warning letter in the mail that was dated 9/19/24 from ******* that they will escalate the matter if we do not pay. We don't feel comfortable paying without an explanation of the 10% charge that was never discussed with us. We are also suspicious that this charge is because they drilled through an electrical wire during the install and had to pay an electrician to fix it on their dollar. We are more than happy to immediately pay the original agreed amount.

  

  Business response

  09/26/2024

  Hello ****.  I'm very sorry to hear about your experience.  Upon receiving your complaint, I escalated your case to the appropriate management.  I have been told by ******* that she has spoken to you and that this is now resolved to your satisfaction.  If that's not the case, please let us know.  Thank you for your patience and giving us the opportunity to resolve this for you.

  Customer response

  09/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We were sent to homeworks energy for a home energy assessment. We qualified for the program and had multiple people come out to tell us what we needed done. We need a whole new bathroom' "due to mold" new electrical due to it being old and unsafe. We were happy to hear of these things would be rectified and very grateful as my som has autism and these things affect his health and well being. We were told the project would begin after the people came out for quotes. About 8 months went by and I had contacted homeworks energy and they said there was a freeze on all work being done. If i was not to call I would have had no idea about this. Also, did they get the funding and are just not doing the work? When will my work be getting done? The bathroom is in desperate need due to mold. I feel like there was no communication and no follow up and would like answers.

  

  Business response

  08/30/2024

  Hello *****.  ************* did have a hold on any work being done due to a funding issue.  That "pause" ended a few weeks ago and we have submitted the request to the program for the work needed at your home.  We are currently awaiting approval to move forward, but that does take several months.  We have not received any funding as of yet.  As soon as we receive approval for your project we will reach out and get the work scheduled.

  Customer response

  08/31/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I al not satisfied because i called last week and was told there was a pause from national grid. Now, I am being told the hold was lifted. I would like to have a date not just several months as we have waited several months with no communication. I was told national grid okay the funds and that is why people came out to do quotes. Once they got the chose a bid funds would be released and the work would be done. With no communication or follow up now I am being told there is a pause. My som has autism and he bathroom needs to get done due to mold issues/safety issues. I would appreciate a date and some honest communication around the issue. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  09/03/2024

  Hello *****.  Again, as we mentioned in our initial response, National Grid did have a hold on any work being done due to a funding issue as you mentioned.  When the "pause" ended a few weeks ago and we submitted the request to the program for the work needed at your home.  We are currently awaiting approval to move forward, but that does take several months.  We do not receive funding here at HomeWorks Energy until everything is approved for us to start the project.  As soon as we receive approval for your project we will reach out and get the work scheduled.

  Customer response

  09/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thank you for the response. I am just wondering how come there was no communication about this "pause?" I did not receive any information and tried to reach out to homework's a few times. I am grateful for the program however, when your told one thing and approved for it and then there is zero communication after funding  has been allocated, I want to ensure we get the work we need done in our home for my sons health and the money is supposed to be going were it should be. Communication is key and there was no communication or follow through and then I was told one thing by phone and another thing on here. If it is national grid dropping the ball I will reach out to them as well. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  08/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This place has zero communication skills They told us they were gonna put in 6 mini split AC/Heating units since we have 6 rooms. But apparently we only got approved for 5.No one called or emailed us stating this. If they did we wouldn't have agreed to the work The installers showed up on installation day with only 5. When we said there is supposed to be 6 they said they know nothing about anything and that we would have to talk to the main company cause they are just contracted by them.We tried calling that day and a few times after and got no answer and no response.They only put 1 unit in a room upstairs when there was supposed to be 2 leaving no way of heating or cooling our daughters room because we were told in order for the work to be done that they had to remove our oil tank. We were told by another company that the reason for this is its a $10,000 incentive to drop oil. They said the company probably pocketed the 10K cause we never saw it. But im not sure how true that is.We spent the whole summer trying to get this problem fixed and was told its out of their hands. I asked how much would it cost to have another installed in my daughter's room and they said they would call us with a price. Never heard a word.Called again and no answer and no return phone call.We had to take out a $7000 loan to pay another company to come in and install another unit in our daughters room so she would have heat in the winter since they took our oil tank.Stay far away from this company, They dont deliver what they promise and wont fix their mistakes.

  

  Business response

  09/03/2024

  Hello ***.  I apologize for the delayed response, but I was waiting to hear back from the appropriate manager before replying, and the Holiday weekend fell in between.  You should be hearing from ****, the manager of the person who was working with you, sometime today if not already.  If you don't hear from him or need further assistance please let us know here.

  Customer response

  09/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Its 8:30 at night on 9/3/2024

  Never received any phone call or contact from manager.

  Also the subcontractor hired to remove our furnace has been a no call no show twice so far and the furnace is still in our basement.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Don

   

   

  

  Business response

  09/04/2024

  Hello ***.  I'm sorry to hear that.  I was told that **** called and left a message on the number we have on file for you *************).  Is there a better number to reach you at?

  Customer response

  09/17/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Thats my wifes number
  He has my number cause he has called it and ive called him.
  My number is **********.
  Last i knew he was gonna talk to a supervisor about trying to get us a payment for the other company we had to hire to finish the job. 

  

  Business response

  09/23/2024

  Hello Don.  I was told that ******, one of our supervisors, spoke to you this morning and explained what your options are.  Hopefully that leads to a resolution for you, but if you need more assistance please reach back out to her.  Thank you for your patience.

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Billed twice. Was told if work was authorized the original $129.00 would be waived. They refused. Never fixed the issue. Offered to come back for additional charges

  

  Business response

  08/21/2024

  Hello *****, I'm sorry to hear about this.  Upon receiving your complaint I reached out to the appropriate management.  It's my understanding that ****** has already reached out to you and addressed your concern.  If you need further assistance please let us know.  Thank you for your patience.

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  After going through Mass save we were directed to Homeworks in ******* for a new combo boiler. It was installed in November 2023 had little heat until April 2024 then it was warmer so did not matter apart from not acknowledging the problem because it didnt get below freezing. May arrives and we have no hot water. The combo has never worked properly from when it was installed. We paid 17k my husband is having health issues .

  

  Business response

  05/28/2024

  Hello ******.  I'm very sorry to hear about this situation.  I immediately escalated your case to the appropriate manager who has advised me that someone from his team has been in touch and has sent a technician to your home today.  Hopefully that resolves this for you.  If not or if you have any other questions please contact the person who called you or feel free to reach out here.

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 05/25/2023 Amount of money paid: $27,211.20 What the business committed to provide: Gree Ductless Mini Split System (Heating/Cooling)Nature of Dispute: Complaining of unreliable heat from 12/28/2023 to most recent complaint dated 04/18/2024. A full winter of unreliable heat source with calls, texts, emails continuously to get team to troubleshoot and RESOLVE ISSUE. We have had SIX on site visits with technicians telling us an array of diagnoses- "user error", "exterior leak", "no issue." It only takes a matter of DAYS for the issue to present itself after each visit. Last visit dated 04/ 13/2023, we had two technicians- ****** and another man (Technician B) which did not identify himself tell us "We have exhausted all options, if the issue occurs again, we need to replace exterior condenser." Technician B went on to tell us that it is likely a defective exterior condenser and they have had to replace a condenser for another client with similar issues. Technician B also told us to call Homeworks next time to have condenser replaced. We have now had to disrupt our tenants SIX TIMES WITH NO SOLUTION AFTER A WINTER OF NO HEAT WITH A NEWBORN BABY. ************** just called me and told me that the technicians are incorrect and they need to change mini split heads. Every day we are told SEVERAL things and not one solution. Company is refusing to extend warranty after four months of 'broken' equipment. ALL I WANT IS THE **** SPLIT SYSTEM TO FUNCTION PROPERLY, I am not asking for a crazy request as a customer. Please be aware as future customers to stay away from this incompetent company. It should not in any world take FOUR months to troubleshoot and fix an issue of HEAT in *********** during the WINTER season.Quote ID: ***********

  

  Business response

  04/22/2024

  Hello ******.  First off, I'm sorry that you have had these problems and felt the need to escalate your concerns here.  I have been advised by one of our Managers, ****, who you spoke to today.  It appears that one of our technicians was at the home on Saturday and was able to complete some of the work, but that the tenants would now allow us to return to finish up and that they would not allow us in the home while they were still residents there.  **** mentioned that he spoke to you and has assured you that the warranty period will be extended to account for that time so that work may be completed after they move out.  Hopefully that is a satisfactory resolution, but feel free to reach out to ****, or write us back here if you need further assistance.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a project going at my house which are:Insulation and installation of heat pump/mini splits, this project started back on November last year, they came to my house to do the insulation and they didn't even finish it, then the people from the **** department show up to install the units they finished but the electrician did a poor job he didn't show up to tie in the units and also make some weird connection at my house. I did contact homework to solve this issue but seems like no one wants help me out that's why I'm reaching BBB to help me with this matter.

  

  Business response

  04/15/2024

  Hello ******.  I'm sorry for the delayed response and what you have been dealing with regarding the work being done at your home.  I was told by the Manager of the **** department that he was aware of your case and that he was ware of an electrical issue and was being followed up on.  I also heard from the Insulation Manger that someone from his team has reached out to you and that situation is being addressed as well.  Please let us know if either of those issues are not resolved and we will follow up further if necessary.

  Customer response

  04/16/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Hi,I am reaching out to seek assistance with a project I contracted with HomeWorks Energy on October 31, 2023. Please see the detailed sequence of events below, and the attached documents for your reference.Initial Agreement (October 31, 2023):Signed the agreement with HomeWorks Energy for an insulation project:A total customer co-pay of $1,419.68, after the Mass Save rebate.A customer deposit: 150. Paid when signing the contract.A clause stating all work is subject to change, requiring homeowner approval for any alterations.Subsequent Communications and Invoice (November 2023 - February 26, 2024):In November 2023, during the project execution, there was no communication from HomeWorks Energy regarding any changes in the project scope or the Mass Save rebate amount.On February 26, 2024, I received an invoice indicating that my co-pay increased to $1,919.68 and project scope reduced from $16,000 to $6,000.Despite my efforts to understand the reasons behind these changes, HomeWorks Energy has not provided explanations or documentation justifying these adjustments.They refused my request to honor the original agreement but kept threatening debt collection.Recent Developments (April 8, 2024):I have been informed of potential actions to send the invoice to collections.HomeWorks Energy shared a new doc claiming approval of the scope change, which unexpectedly bore a signature from their team member.Request for Resolution:In light of these developments, I kindly request HomeWorks Energy to:Offer a clear explanation for the project scope alteration without my consent.Clarify why authorization was presumed without my agreement.Amend the invoice to 0, given the back-and-forth time and energy on this dispute.I have attached documents dated October 31, 2023, February 26, 2024, and April 8, 2024, for your review. These attachments include the original contract, the revised invoice, and the communication regarding the disputed authorization.

  Customer response

  04/20/2024

  I have not heard from the business in response to my complaint.

  

  Business response

  04/22/2024

  Hello Bo.  I apologize for the delayed response as I was waiting to hear from the Manager of the department that handles the insulation processes.  He has indicated to me that one of his agents will be reaching out to you today to arrange a time for a Manager to review the contract with you and answer any questions.  Please feel free to reach back out to us here if you don't hear from anyone in a few days.

  Customer response

  05/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business tricked me by asking me whether I want to do the energy assessment on my primary residence, instead of discussing the matter. 

  

  Business response

  05/06/2024

  Hello Bo.  After reaching out to the manager who was working on this, I was advise that you refused the offer to have a manager come out to walk you through the contract and inspect the work.  The only other option we can offer is for you to contact Abode, who is the company who oversees all Mass Save work for inspections to qc the billing *****************************************************.

  Customer response

  05/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  

  Hi there,

  As mentioedn in the previous emails, they did not reach out to me to discuss on the issue. Instead, they asked someone to make the marketing calls and asked me if i am interested to do a insulation work on my current primary residence.

   

  Can you ask them to contact me sincerely about the issue?

  Thanks,

  Bo

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Bo

   

   

  

  Business response

  06/05/2024

  **************, as I responded in the previous message, you refused our offer to have a manager come out to your home and walk you through the contract and inspect the work.  The only other suggestion we could make is for you to contact *****, who oversees the work we do, for an inspection.  You can find their contact info at the link below.  If you decide you would like to have one of our HomeWorks Energy Managers come out, we would he happy to do so, just let us know.

  *****************************************************.

  Customer response

  06/05/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

  Yes, please let the have one of our HomeWorks Energy Managers come out to discuss with me on the next steps. They have my email already and we can discuss the details.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Bo

   

   

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recent** just purchased my home and then purchasing my home. I acquired a heating and air conditioning unit from homeworks which the previous owner had installed inside of the house. Now as a new owner, I'm living inside of the house where the unit has been placed on** to realize that the unit heat is not working proper**. I reached out to homeworks to let them know what was going on. The young woman on the phone said to me that she will schedule an appointment for me to have a maintenance person come out to service the unit. We scheduled an appointment for ***** 6th between the times of 8:00 and 12:00 p.m. when ***** 6th came at 12:00 p.m. I realized no one had come so I called homework to find out when was the repair person coming. I was told that there was no appointments set in the system for me for ***** ****** said well when was the appointment date made for? If it's not there for ***** 6th the man on the phone told me that there was no appointment made for me at all. So he said that he will put the person on the phone that was responsible for scheduling those appointments. He had me on hold for about ***** minutes on** to come back to tell me that the person responsible for the scheduling was with a customer and wasn't able to work with me at the moment and I was told that that scheduler would call me back. That was Saturday ***** 6th around 12:15 in the afternoon and here it is Monday ***** the ********* have yet to receive a call from homeworks. I reached out to them today, ***** 8th, 2024 at 5:00 p.m. on ** to get a rep** from the answering service who then I asked what were the hours of operation for homeworks and what she told me from 7:00 a.m. To 6:00 p.m. but yet there's no one answering the calls from the main number. All calls are being bounced too. The answering service. The woman on the phone today told me why don't I try to call back in a few. They could be on the phone with a customer so I waited another 5-10 minutes. I called back on** to get the answer in service again and this time it was a man who told me that yes the hours of operation are from 7:00 to 6:00. But it's a possibility that they went home ear** and once again I was asked if I wanted to leave my name and number so that they can have someone to reach out to me. At this point I'm frustrated and I say what is the point. What is the point of leaving my name and number when no one is going to call me back? I have yet to receive a call back from my last encounter with homeworks that was on ***** 5th 2024. All I am trying to do is get my unit serviced as I am still in warranty up until May 23rd I believe. But I am hoping that someone would get back to me or someone from homeworks would at least try to contact me or for that matter if someone would just answer the phone over at the main office so I can get the situation rectified before the warranty runs out on this unit. I just feel as though the way that they are doing business is a little bit unprofessional. I shouldn't have had to call this many of times in a space of what 10 days and still haven't gotten my issue resolved

  

  Business response

  04/09/2024

  Hello Latamra.  I'm sorry to hear about your experience.  Can you please confirm the address of the home that is having the issue?  I'm not able to find anything under your name or the address you provided.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I installed a boiler in my dad's (78 yr Old ******* VET) home a few years ago (this is getting to more recent within 12 months). Since it was installed in 2022 it has broken down leaving my parents without heat 7 times. They were supposed to replace the boiler on March 6th, 2024 but apparently they only replaced a portion of it as I found out today 2 days later when it has now broken down again!! This company is completely incompetent and or their boilers are inferior. Either way my elderly parents are without heat again today as the technician could not repair it. I want my money back so I can hire an actual HVAC company to install a new boiler. I have no faith in these people and feel that all this nonsense was a ploy to get beyond what i read was your 12 month policy, but since they were supposed to install a brand new one on March 6 , 2024 I believe that falls under your 12 months. I gave them a chance many times to correct the situation and they obviously can not, so again I would like a full refund ASAP so I can put a boiler in their home that actually works.

  

  Business response

  03/11/2024

  Hello ***.  I'm very sorry to hear about what your father has been dealing with.  Upon receiving your complaint, I immediately reached out to the appropriate management here at HomeWorks Energy.  I was told that a technician has already been out at home and that the system is now working properly.  The manager did also advise that all manufacturer protocols were followed as required when a system is under warranty.  Apparently there were 2 separate parts of the system that failed only a week apart which is unusual, but still not acceptable.  Thank you for allowing us to make the necessary repairs, and again we sincerely apologize for this experience your father has been through.

*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. ↩