Complaints

This profile includes complaints for Wattson Home Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Wattson Home Solutions

  311 Main Street 2nd Floor Worcester, MA 01608

  
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  Wattson Home Solutions

  311 Main St Worcester, MA 01608-1543

  

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:11/06/2023

  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 solar contract with them September 2022. At the time, I was told jobs were booking out 3-4 months but that I could pay for the system and still qualify for a 2022 taxes to initiate my federal rebate. I made payments all along including payments at signing, with design acceptance, etc. I wanted to make my final payments heading into the last week of the year so I reached out to the people with whom I had been speaking. Dominic, Kyle, Heather, and Brendan. Ultimately, I was given a series of links - one with a ********** payment, one with bank information, and messaging about being closed for the final week of the year for the holidays. Dominic, with whom I had met for the original surveying of my home for solar, replied with his company email giving me directions on how to make payment via ***** given that they were closed and offsite for the final week of the year. It felt off, but this was a trusted email with whom I had multiple conversations and the message about being closed was echoed by other members of the company between 12/24-12/25. After I authorized this payment, I was overcome with angst. I demanded to speak on the phone with Dominic and quickly realized this was not him and that his email had been compromised. I notified the company the following morning when I was able to speak with Heather on 12/26/22. I notified her of the compromised email account. Initially she assured me that the company would support me after I worked with my bank. When the bank did not come through I was promised that they would reimburse me at least $500 of the nearly $1900 that was lost in this transaction. That has not happened. Calls have been routinely avoided. The owner has never called me back to discuss despite my being told initially that he wanted to speak to me, to work with me on this. They even mailed confirmation of this "breach" to all customers, but they have refused to work to a resolution with me, despite assurances that they would do so.

  

  Business Response

  Date: 11/28/2023

  This customer was specifically told NOT to send any payments via *****. The only payments we accept are through CASH, CHECK, or **********. Those are the only forms he paid throughout the process. ***** was never an option. Dominic is not in accounting and never requested any payments from this customer through the entire process (first red flag). He received communication from multiple employees that we would be CLOSED the entire week of Christmas (second red flag). He was contacted by Heather in accounting via text on CHRISTMAS EVE - to NOT send ANY PAYMENTS VIA ***** (third red flag)- that it was a SCAM. This customer still sent the money regardless... We told him he needed to sort this out with his bank as it was not on us for him sending the money via ***** on Christmas Eve. His bank would not refund the money. We did agree to send some compensation because we felt bad that he didn't see all the red flags, and did not listen to Heather, and still sent the money. If that check got lost in the shuffle, then we apologize and will get a check out this week. We have had several communications with this customer, and this will be the last one. We have been in business for almost 15 years and do right by all our customers this day and age people need to think and see the multiple red flags, before sending money over a random app to someone that is not in accounting with  the actual company. 

  Customer Answer

  Date: 11/30/2023

  
  Complaint: ********
  
  Hello, 

  I apologize for taking a couple of days to respond. I wanted to make sure that I could reply in a way that expresses my full point of view. First, while I understand and appreciate the concern for red flags, the order of events indicated here is incorrect. The initial ********** link was sent by Kyle, who is not an accountant. He communicated, like “Dominic” that he was doing so to facilitate the process as they were under some pressure nearing the end of the year. Heather did not get involved until the later stages of this and was CC’ed on many emails along the way by “Dominic” (the person with access to their system posing as him), and Dominic was CC’ed on the email discussing the ********** link from Kyle originally, otherwise I would not have involved him. There was some undue stress on my part having recently dealt with a death in the family just a couple of days before which admittedly impaired my judgment and that was a factor in all of this. That said, ahead of this whole ordeal, I was an avid supporter of this company. Our experience was GREAT and we could live with the minor issues and delays along the way as they can happen with anyone. I completely understand that, and did not want to imply that the experience was all bad. Brendan, Dominic, Kyle, Tim the electrician… they have all been great. However, I would counter that this came to light as a result of the systems from ****** ******* being compromised and a trusted member of their team being impersonated by a third party. My initial phone conversation with Heather involved her assurance that if the bank could not help, that the company "would do whatever they could to make it right". I was initially told that the owner would like to speak with me, but despite multiple attempts, this never happened. I was very frustrated when the bank could not do anything for me and at that time, the company pulled back and Heather specifically became non-communicative. Since that time Kyle continued contact needed to finish installation and repair and Tim, the electrician in charge of my installation, was great whenever working with him. I want to be a supporter of this company. I would just ask they at least meet me halfway here. Would the company be agreeable to covering half of the lost payment? I would accept that as a good faith measure and consider this matter resolved if they were agreeable to it. 

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

  

  Business Response

  Date: 12/20/2023

  I just put the check for the original $500.00 that we agreed upon in the mailbox.

  Customer Answer

  Date: 12/27/2023

  They said they sent $500 "that we agreed upon". We never agreed upon that. They mentioned that same check/amount multiple times since this started (ONE FULL YEAR AGO) after initially stating that they wanted to stand by me and work things out, but they failed to ever actually confirm or send anything until a formal complaint was made here. And even then, the owner was derogatory and inflammatory rather than working toward a resolution. I am not satisfied with this outcome. I intended to reject this resolution which now displays as "closed" on your site.