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:02/14/2023

  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 scheduled an appointment for 2/10/23 at 10:00 am. I explained when booking the appointment that I am the homeowner but rent the property. The auditor decided to show up at 9:00 am without notice to me. I booked the appointment, it was my cell number that received the confirmation notes etc. yet I was not notified of the change in appointment time. The auditor was dismissive towards me when I objected to him not showing up at the agreed upon time and performing the assessment with the tenant. And basically preventing me from getting a first-hand understanding of the issue(s). He ignored my complaint and said I could read the report. I called for a supervisor and was basically ignored. I called my gas vendor and complained because I understand some of the junk fees I pay for my utilities goes to Mass Save. I no longer want to pay fees on my utility bills that support the MassSave collaborative. They are a rip-off. The auditor told me my boiler needs to be replaced. I literally had the boiler serviced on 2/3/23 and was told it is 78% efficient. Which is significant because a new boiler rates 82% efficiency. The auditor also yelled at me that I shouldnt have anyone living here because of the mold in the attic. In front of my tenant!! And that is the reason why I scheduled the audit, the frost and mold in the attic. I need it mitigated asap!!The frost/mold is new. The tenant just noticed it in late January of this year. They use the attic for storage and and access it in a weekly basis. Anyway, I was not treated with dignity and respect by Neeeco. And I did not receive a formal written report of the auditors findings. I have since learned that ********************** from WBZ ****** did an expose on this company in December of 2022. All due to consumer complaints. Please close this business/collaborative down or regulate them (mass-save) before they rip-off a senior or struggling young family. Predators!!

  

  Business Response

  Date: 02/14/2023

  *******, 
  
  We do apologize that our Energy Specialist arrived and began the assessment prior to the designated time slot. We do our best to make sure that our team provides communication about arrival times and appointment changes any time they are needed.
  

  Regarding the information communicated during the assessment: our Energy Specialist (certified by BPI - ******************************) was simply trying to advise that the heating equipment did not pass the Mass Save required Combustion Safety Test (CST) which measures spillage of exhaust into the home, carbon monoxide (parts per million - ppm), and proper drafting of flue gases. When heating equipment fails this test we are required to advise that you meet with an HVAC specialist to service the system, make adjustments to the equipment, or provide a quote for replacement. Additionally, the Energy Specialist observed a substantial amount of mold in the home which, as a health and safety concern, we are required to advise you to have said mold remediated. Both of these barriers or roadblocks must be addressed and remediated before we can proceed with any potential weatherization work that might be required for other potential rebates and energy savings in the home.
  
  
  Also, while NEEECO is a contractor under the Mass Save Program, we do not represent ourselves as being "Mass Save" but rather a partner under the program umbrella and therefore are required to follow all of the guidelines for home energy assessments, weatherization recommendations and installations, and pricing for approved savings measures offered on a Mass Save project. Furthermore, we would like to point out that while WBZ did publish an article detailing a customer's experience with the Mass Save Program, they did not investigate or report on any complaint(s) belonging to or related to a NEEECO customer experience. 

  
  Finally, our team could not provide you with a detailed report of your assessment because you used profane and abusive language with the Energy Specialist and would not allow him to complete the appointment, effectively canceling the appointment altogether. As a result of the interaction, we have notified Mass Save that we cannot serve you under the program and that you will need to pursue the benefits of Mass Save with another contractor. We take all customer concerns very seriously and our Home Energy Auditing Manager did reach out to attempt to address your concerns and apologize for anything that led to an unfavorable experience but you stated that you no longer wished to do business with our company and ended the call. 

  Customer Answer

  Date: 02/16/2023

  [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. 
  
  I appreciate the prompt reply from ***** However found it extremely defensive and was disappointed because the author did not focus on the root cause. The primary reason for my complaint was the technician picked his own time to show up for the appointment and performed the work without me being present. I booked the appointment, the tech had my cellphone number but never contacted me about the change in time.

  The tech could have called me, waited for me or rescheduled   And the tech took no ownership when questioned why he didnt call me. I was not treated like a customer. I own that home and it is my investment property. 

  when I wrote this complaint I was willing to give your company another chance.  I retract that offer  And I now know why your service is free. 

  Regards,
  
  *************************