Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Homeworks installed a water heater in my house. it's been about a year and they were scheduled to come out to do maintenance on the water heater but cancelled on me due to funding. My tank stopped working 3 days later. I called HomeWorks and they told me it would be a $157 diagnostic fee to access the situation. When the technician came out today, he looked at a loose condensation tube and asked " did you notice this was loose. I was standing behind him. Before i could look over his shoulder he pulled out his screwdriver and tightened a clamp that was on the condensation tube then turned around and said that seemed to be the issue and that will cost me $300. he demanded payment right away. I told him it seems unfair to come out and supposedly provide me with a diagnosis and not let me make the decision to proceed with repairs and cost or higher someone else at a lower cost. he just tightened the s**** and demanded $300 on top of the diagnosis fee i have already charged for prior to his visit. I feel completely scammed. I asked him to step outside my house while I call a supervisor and he rand my doorbell and knocked on my door a harassed me until I threatened to call the police to remove him from my property. His name is **** *. I spoke to his supposed supervisor *** Slothnic extenson 5044 and *** told me that due the the danger of that loose condensation tube the tech did that for my safety and justified a $300 fee for that without disclosing me how much it would be to tighten that s**** This is unfair. I should have been told how much it as to tighten that s**** before he did that. I'm being scammed. Both *** Slothnic and **** were resistant to giving me any other info to speak to someone higher about this. *** disclosed he was being the nice one be only charging, $300 and if i seek to speak to someone higher its going to be much worse for me. I'm filing a complaint with my local ********** but i ask that someone higher up from homeworks reach out to me as well

  

  Business Response

  Date: 08/14/2025

  ******, thank you for reaching out to us regarding your project with HomeWorks Energy. I am sorry to hear that your experience with our company has not been a positive one, as this is never the experience we wish for you to have. Our records show you were recently in contact with one of our HVAC Account Managers, and that the matter has been resolved to your satisfaction. We can also confirm that the $300 balance in question has been removed and there is nothing due at this time. Please do not hesitate to reach out to us with any additional questions or concerns. We appreciate your business and look forward to working with you in the future.

• Initial Complaint

  Date:08/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In march HomeWorks Energy workers, through negligence, damaged a ***** ****** glass top patio table during their work. It seemed only the glass was broken. They agreed to take the table frame to a business nearby to replace the glass and sent us a check for $700 to cover the cost. They then refused to pay for the shipping cost of $100 to get the table back to us when the glasstop was replaced. We did not use the patio table in March. Then in June when we started sitting outside we noticed that one of the rubber stops at the bottom of the legs was missing, the grommet around the umbrella hole which was not included in the repair, and the frame was bent leaving the table wobbly. During months of back and forth communications in which we asked for a table replacement (of similar kind but cheaper than the ***** ****** table which costs several thousand dollars) they refused, saying the case was closed because they paid for the glass. The replacement tables we found were in the 1500 range in June. We expect that the prices will be lower as the summer wanes. The last estimate I have found for a similar table as of 8/6/2025 is $1000 plus the costs of shipping the table back from the glass company and the grommet and k****

  

  Business Response

  Date: 08/07/2025

  Thank you for bringing your concerns to our attention. We understand how frustrating it can be when repairs do not meet expectations, especially when they impact your homes comfort and safety.

  I want to sincerely acknowledge the inconvenience youve experienced. After reviewing the details of your case,Id like to clarify that the glass repair in question was completed by a third-party glass company. The work occurred outside of our scope and was not performed under our care or supervision.

  That said, we genuinely care about your overall experience and understand that it can be difficult to distinguish between vendors involved in different parts of a project. Were here to support you however we can within the limits of our responsibility and are happy to answer any additional questions you may have.

  Thank you again for taking the time to reach out. Please dont hesitate to contact us if you need any further clarification or support.

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Homeworks under MA Save came to my house at *********************************************** to air seal the attic on May 30, as planned. For one of the two workers that came, it was his first day on the job. He was left alone in the attic for a few minutes and proceeded to fall through the ceiling with his feet hanging, along with dumping a substantial amount of previously installed insulation. I have pictures. The worker, who was apologetic, immediately called his manager. I asked for an immediate fix, but was told that couldnt happen until mid June. This is a cottage I use, but also have to rent and I had renters in June. I was told I could use my own contractor and be reimbursed. I submitted the requested quote and then the final bill, which was $200 over the quote, which isnt unusual. I was originally told I would have the check in 10 business days, which was fine. Then, I was told the new amount, although small, had to be approved, which it was. I was then told I would need to sign a release that would be sent to me the first week in July. I have not received anything and when I email and call, I am told its with the legal team to be processed . It is now July 22, I have not received a release or check. I am unable to get any specific or any other info as to when I will get this release, then the reimbursement. The check is for $1635, I need this money. The air sealing wasnt even completed, so they saved that money. I am concerned I will never see this reimbursement and frustrated that I cant get any definitive answer. Please help. Thank you.

  Customer Answer

  Date: 08/02/2025

  [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 received the reimbursement check from HomeWorks  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

  Date:07/10/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Upon recommendation of Masssaves energy audit we contacted HomeWorks energy to insulate our basement and attic!Day oneMonday July 7, 2025 ******** and ***** arrived late morning to begin insulting the basement they worked hard and did a good job!Day two- Tuesday July 8, 2025 same crew arrived around 9:00am to insulate the atticthey seemed to have difficulty getting the hose up to the attic space and at one point the hose fell and insulation landed on living room floorthey cleaned it uplater that afternoon around 3:00pm there was a mishap/malfunction with the hose and a large amount of cellulose escaped the attic space and distributed through the first and second floors covering furniture, floors rugs bed linens etc and triggering the smoke alarmthe crew stopped to reassess the situation and provided a covering/ barrier to prevent further leakage but at that point the damage was done and floors and furnishings were covered with cellulose particleswe called homeworks energy to issue a complaint and they offered to send ***** (manager) to visit our home Day three: Wednesday July 9, 2025 ***** visited our home but denied that it was cellulose and we asked that they reimburse us for cleaning costs of $400 which have been denied.

  

  Business Response

  Date: 07/18/2025

  *****, thank you for reaching out to us regarding your project with HomeWorks Energy. I am sorry to hear that your experience with our company has not been a positive one, as this is never the experience we wish for you to have. Our records show this issue was reviewed and that any dust reported in the home was not the result of work performed by HomeWorks Energy. To provide more context, cellulose & fiberglass do not produce a fine, white, chalk like dust. Our team has done a walkthrough of the home with you as well as reviewed the photos provided regarding the additional clean up request. At this time, it has been determined that any dust in the home is the result of an outside sanding and painting project in which HomeWorks Energy was not involved.
  
  In regards to jobsite cleanliness, HomeWorks Energy takes great care to ensure satisfaction and has fulfilled our obligation for the duties performed. A signed copy of your contract was sent to you by email on 7/8/2025 for your records, which includes scope of work and clean up obligations.
  
  Please feel free to reach out to us with any additional questions or concerns. We may be reached at: ************. Our hours of operation are: Mon-Fri 8AM-5PM EST & Sat 9AM-5PM EST. HomeWorks Energy.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is a mass save company. They took a 500 deposit,. I spent a weekend prepping my house took a day off of work and paid 1k for a dumpster. they no call no show the day of job. I called 5 times . It's almost like they don't exist. No one knows why they didnt show up or even seems to know who is actually gonna do the work No responses from anyone, No contact. Now I'm out a weekend, A day of work. 1k for dumpster. The worst part is i am forced to pay every month with mass saves.

  

  Business Response

  Date: 06/27/2025

  Hello ******.  We're sorry to hear about this, it's definitely not the type of experience we want our customers to have.  I forwarded your concerns to the appropriate management and I have been told that ****** ****** has reached out to you.  Please work with her but if you do not come to an acceptable resolution feel free to reach back out here.

• Initial Complaint

  Date:06/18/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed a contract called Maintenance Value Plan (***) with HomeWorks Energy *** (HWE) 06.09.2022 effective 09.18.2024. *** provides preventative annual maintenance of inspection and diagnostic testing of all components fixed at $289.00/Yr. Not included is labor and material costs for system repairs, but a 10% discount is included on those repairs. As of Mar 21, 2025 *** refuses to honor the signed contract that consideration had been given on 09.19.2024 when I made the first contract payment. My credit card was charged $349.00 vs. the $289.00 *** signed contract, a $60.00 overcharge. Various emails back and forth and HWE has a new plan called ECP. I reviewed it and want to keep the *** plan but HWE is now refusing to honor the original signed contract and is forcing customers to move to the new ***.

  

  Business Response

  Date: 06/25/2025

  Thank you for bringing your concerns to our attention through the Better Business Bureau. We take all customer feedback seriously and want to provide a clear explanation of your maintenance plan situation.  After reviewing your account history, I'd like to clarify the timeline and circumstances regarding your Maintenance Value Plan (***):

  
  Account Timeline:

  
  September 20, 2022: Your HVAC system was installed
  September 14, 2023: First preventative maintenance service completed at no charge (included with your original installation)
  September 18, 2024: Clean and tune service completed for $349
  Maintenance Plan Status: Your *** contract required an annual payment of $289 to maintain active coverage. Our records show that after your complimentary first-year service in September 2023, no payment was received to renew your *** plan for the following year. When you scheduled service in September 2024, the *** had expired due to non-payment, which is why you were charged our standard service rate of $349.
  New ************* Plan (ECP): On November 21, 2024, our team member ***** sent you documentation for our new ************* Plan (ECP), which replaced the discontinued *** program. The *** offers enhanced benefits, including an increased discount of 20% on repairs (up from the previous 10%). While we understand your preference to maintain the original *** terms, this program is no longer available due to necessary adjustments for rising material and labor costs, and improved service offerings.

  
  Resolution Path: We value your business and would like to resolve this matter. I'd be happy to discuss enrollment in our current ECP program, which provides similar preventative maintenance benefits with enhanced repair discounts. Our customer service team is available to review the plan details and address any questions you may have.

  Customer Answer

  Date: 06/25/2025

  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. 

  My Contract payment was made on time on September 18, 2024 when Cleaning and tuning service completed for $349 but should have been $289.00 ($60.00 overcharge) as stipulated in the **** two days before the two year anniversary date of September 20, 2022 when the **** system was installed.  I will type in the *** contract language below but please see the prior attached *** contract under Pricing and Terms.  I will make comments in brackets with capitals:

  Customer grants ******************** permission to store payment information on file for future billing of this agreement {HomeWorks Energy NEVER ASKED FOR MY BANKING INFO}.  In the absence of a requested cancelation {I NEVER REQESTED A CANCELLATION}, Customer will be billed automatically on an annual basis starting 23 months after instillation of the above equipment {I WAS NEVER INVOICED, MY THE SEPT 18, 2024 CLEANING AND TUNING WAS MY PAYMENT WITH A $60.00 OVERCHARGE}.  Customer understands this agreement only covers the above-specified equipment installed by HomeWorks Energy.  These terms and conditions are agreed to by the Customer and ********************, LLC.

  As you can read in the typed in contract language it was up to HomeWorks Energy to charge or bill me. 

  I am pasting in from HomeWorks Energy response that is factually incorrect and corroborated with their own *** contact.

  Our records show that after your complimentary first-year service in September 2023, no payment was received to renew your *** plan for the following year {IT WAS HomeWorks Energies RESPONSIBILITY TO BILL ME}. When you scheduled service in September 2024, the *** had expired due to non-payment {THIS IS NOT WHAT THE CONTACT STATES, IT'S HomeWorks Energies RESPONSIBILITY}, which is why you were charged our standard service rate of $349.

  HomeWorks Energy states that on November 21, 2024 team member ***** sent you documentation for our new ************* Plan (***).  It was actually On Fri, Nov 15, 2024 at 3:16?PM was the first time I had ever heard of the *** plan and this was in response to my requesting and receiving on November 21, 2024 a copy of the paid invoice from service date September 18, 2024, because I thought I was owed $60.00.  It was also on November 21, 2024 that I sent HomeWorks Energy a signed copy of the contact because what the contact stated and what was billed were different.

  I never received any kind of proper billing as stated in the contract and HomeWorks Energy never approached me in any kind of a timely manner that they would like to get out of the signed contract dated June 9th, 2022.  I only found out about it because I was questioning what I was billed versus the contract.  We have a properly signed contact with consideration paid on my part and on time.  I look forward to HomeWorks Energies next *** visit that should be on our about September 18th 2025 for the Annual Price of $289.00 and they can even adjust the price at that time by $60.00 or invoice me at any time per the ***.

  Regards,

  **** *****

   

   

   

   

   

  
  Regards,

  Evan

   

   

  

  Business Response

  Date: 07/09/2025

  Hello ****.  We offered to issue you a refund of $60 or the entire visit and start you on an ECP plan, both of which you refused.  The plan youre now asking for is no longer available.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The Company performed an onsite visit to service a high-efficiency boiler for a hot-water heating system the Company previously installed. At the time of the visit, the outside temperature was only 20 degrees, but the serviceman nonetheless shut down the system, The house is an antique (1763), and there are expected gaps in insulation given a stone foundation. The interruption of the system caused a pipe to freeze that caused pressure in the system resulting a leak to occur within the day, that grew to a stream of water several days later, causing damage to walls, carpet, underlayment and trim. Homeworks declined to send an emergency crew, and so we engaged a general contractor and a plumber to open the wall, and repair the pipe. Both parties (and another expert plumber) determined the burst was the fault of Homeworks. The plumbers said that they would testify that the system should never be shut down at such low freezing temperatures, and that doing so was negligent. At the time of the damage, Homeworks committed to paying for repairs, and then decided not to do so. Given that Homeworks caused the damage they should pay for the cost of repairs. The Company is aware of the claim and has been supplied with support. If not settled through BBB, we will continue with litigation.

  

  Business Response

  Date: 06/02/2025

  HomeWorks writes in response to Mr. ******* ******** complaint to the BBB. We have tried contacting ********* through his attorneys and directly, but have not been able to make contact with him to discuss the matter. Specifically, the phone number and the email provided do not work. We note that he has claimed he cannot reach us. If he is calling or emailing numbers and addresses that are not set up to receive correspondence, we will not receive said correspondence. Please have him contact **************************************. 
  
  With regard to Mr. ******** complaint regarding burst pipes, HomeWorks does not believe it is the party responsible for the damage. We provided service to him on January 21, 2025 upon which we set all thermostats serviced to 70 degrees Fahrenheit. Mr. ****** called HomeWorks on January 27, 2025 stating that his pipes burst. When we went back to *********** house as a courtesy on that same day and found that his thermostats were changed to 42 degrees Fahrenheit and between January 21 -27, the thermostat location was moved. HomeWorks did not visit Mr. ****** in that time period and could not have lowered the temperature. Again, if he would like to discuss, ************************************** would be an appropriate email for him to use. If he would like us to contact him, we would need a proper email address or phone number. 

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I got two problems:1. The oil tank in my cellar that they were supposed to take out of my cellar which was 3 weeks ago 2. The thermostat has 8 numbers on it and it is digital , I don't know which buttons to press. I talked to them once and asked if they could send someone down. When they sent the people here no one spoke English . My son tried to come over and fix the thermostat and he could not fix it. When I talked to them I asked them if they could mail me a manual of how to operate the thermostat so my son could help me operate it. It is on heat , I don't know how to change it to air conditioning. It's been three weeks since I have been calling , they say they will call me back and they never get back to me.

  

  Business Response

  Date: 05/27/2025

  Hello *******. We apologize for the delayed response as we were waiting to hear back from the appropriate team after escalating your concerns.  I have been told that someone has spoken to you as far as how to properly work your thermostats, and that a service visit is scheduled for tomorrow.

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The problem here is overcharging!! They guaranteed their work and then charged us for coming back out. This was in November. We still cannot get ***** to get us our refund, though she has stated three times now that it would be processed. I have called in to see if someone else could handle this, nope.

  

  Business Response

  Date: 04/23/2025

  Hello ***** **.  I'm very sorry for this experience, but I'm not able to find any payment activity at the address provided.  Do you have a receipt or proof of payment you can send you can send?

  Customer Answer

  Date: 04/23/2025

  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 invoice in question is attached. This was a return visit and covered under the companies own warranty, therefore should not have charged the return service fee. We have been told the $129 would be refunded 4 times now, and still no refund.

  
  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,

  Liang

   

   

  

  Business Response

  Date: 04/28/2025

  Hello.  There is no attachment to this message.

  Customer Answer

  Date: 05/05/2025

  [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:
  
  The business have refunded me their overcharge!  Thank you very much for your work!
  
  Regards,
  
  ***** **

• Initial Complaint

  Date:04/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The work they did wasnt the work that was told. They said they was going to fix and nothing was never fix.

  

  Business Response

  Date: 04/23/2025

  Thank you for sharing your feedback. We are truly sorry to hear that the final outcome of your heating and cooling installation did not meet your expectations from an aesthetic standpoint. We understand how important it is for your home to feel both comfortable and visually pleasing, and we regret that we fell short in delivering the experience you had hoped for.

  
  While were grateful that you approved the project scope and entrusted us with your home, we never want a customer to feel disappointed once the work is complete. Your home is personal, and we take that responsibility seriously. Its clear from your review that we need to do a better job communicating visual impacts and while balancing the guidelines of what is approved by the program that funds the project to ensure it aligns more closely with customer expectations.

  
  Thank you again for your candid feedback. It helps us grow, and more importantly, reminds us that every detail matters.

  
  

  Customer Answer

  Date: 04/23/2025

  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.]
  
  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,

  ******