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:03/14/2023

  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.

  I submitted for a home energy rebate on 1/9/23 after getting new windows through the Mass Saves program. I've tried to check the status on the online portal (which says my address doesn't exist), emailed (at least 4 times) and finally tried to call but was put on hold for 16+ minutes - at which point I had to hang up since clearly nobody was going to answer. I'd like an update on the status of my rebate.

  Business Response

  Date: 03/15/2023

  Thank you for your inquiry.

  We do apologize for the wait times in our phone queue. We have been experiencing very high call volume, and wait times may range up to 1 and a half hours while we work diligently to handle all customer calls and needs.

  We have located your email requests for a status update and have responded to the most recent email.  However, we are not able to locate a rebate application based on the name, address, or email address provided.

  Please complete an online application at www.masssave.com or submit your rebate application and required additional paperwork to ****************************** for us to upload, review and process your application.

  We look forward to receiving your information, thank you.

  Customer Answer

  Date: 03/16/2023

  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 received an email from the business stating that they don't have records of my submission. I can see the submission in their portal and received email confirmation on 1/9/23 stating that I submitted the information and it would be reviewed for approval. In my email the company back with all of the required information again and still have not heard back from them regarding this issue. I'm very concerned that they are not going to provide my rebate for my pre-qualified windows. 
  
  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

  Date: 03/17/2023

  Thank you for responding with the additional feedback.

  We have located your most recent email detailing the portal. The Heat Loan portal where you are viewing your documents is separate and unique from the post-installation rebate application process. We have responded to your email with website links for more information on the rebate application process for the window rebate.

  ******************************************************************************************;

  We look forward to receiving your rebate application so that we can begin processing and reviewing it for you, thank you!

  Customer Answer

  Date: 03/20/2023

  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'm still awaiting confirmation from the business as the application process was very unclear. I am expecting a response to the submission but have not heard yet. 
  
  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,

  *****