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:10/27/2025

  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.

  On August 30, 2025 I was told that I was entitled to a refund of $149.00 for a service call not completed. I have been calling weekly to resolve this problem with the promise that I would hear back from "someone in the office". My last call was approximately 10/8/2025 and at that time I said I would see into other solutions if my call was not answered, and would not call again. They also did not respond to the matter of removing leftover installation equipment on my property.Also within this time period they stopped collecting the monthly amount for my ************* Plan. So I have no idea if I am still covered for service I have been paying for. None of these questions and problems have been answered.

  

  Business Response

  Date: 11/03/2025

  We apologize for the delay in processing your refund. The $149 payment has been returned to your **************** card by our payment platform. It also appears that the pending ************* Plan payment issue was resolved on 10/22 and your monthly payment was collected. This stemmed from a changeover in platform last month that delayed some payments from being transacted. That has been resolved and future payments should be processed on their usual monthly date. Our service lead is reaching out to discuss the leftover equipment that was mentioned so that this situation can be resolved, as well. Thank you for your patience and for being a valued HomeWorks Energy customer.

  Customer Answer

  Date: 11/04/2025

  [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 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

  Date:10/06/2025

  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.

  WE entered a contract with HomeWorks Energy to add insulation to the walls in our home. Insulation was blown into the wall via drilled holes through the interior plaster walls. Our contract included an extra charge of $2118.00 for plaster repairs that would make the walls ready for paintaing. The summary of the plaster work states:"All materials & labor necessary to sand, repair cracks, and refinish cut drywall or plaster areas after Weatherization install rough patch. Workscope encompasses everything required to return drywall or plaster to a smooth surface and prepare work area for repainting. Workscope is limited to drywall or plaster repair only and does not include painting or priming areas for re-painting. Customer should ensure furniture stays 2 feet away from walls to avoid extra charges for storage moving. Plaster repair will take place at a separate visit within a week of the insulation install."The insulation work went as planned, completed on Wednesday Oct 1st. The plasterer started work, on schedule, Friday Oct 3rd. He told us right away that the plaster repairs would take more than one day. He worked all day Saturday, but did not finish. He told us he was booked to work a different location starting Monday. On Monday, Homeworks told us the next available date for the plasterer is Nov 3rd, a full month in the future. Homeworks states they do not have a plaster contractor available before then. We want Homeworks to either 1) free up a plasterer to come back to our house and complete the job in a timely fashion. Or to allow us to hire an independent plasterer to complete the job, then reimburse us for the cost (from the money we have already paid to HomeWorks Energy.

  Customer Answer

  Date: 10/17/2025

  [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 eventually changed their work schedule to complete our house in a timely manner.  The work is complete.
  
  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

  Date:09/09/2025

  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.

  I was told I would get a refund for services I canceled in five to ten business days.(canceled same day that I made the payment) I still have not received my refund. Have called 6 or seven times and all they say is sorry we will look in to it. They claim their finance ***** doesn't have a phone so I can not talk to them. Could you please help me get my refund. Thank you.

  Customer Answer

  Date: 09/19/2025

  [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 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

  Date:09/05/2025

  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.

  We had a home energy assessment completed as a part of Masssave. They scheduled an insulation company to come and complete insulation improvements on 6/9. Paid $2,361.82 for this service. The crew that removed the siding on the house broke every board, trampled flowers, damaged window screens, areas of the lawn, etc. Provided me with ~$200 discount due to the "inconvenience" but this hardly covers my time spent trying to have this project completed correctly. Homeworks sent a new crew to complete the board repairs and finish the work after we stated we wanted a new crew and they completed a review of the work done by the first crew. New crew "finished" the work but only replaced 2 of the ~50 broken boards that was highlighted in the contract that they would fully repair if broken. Filed a complaint again and they stated they would send a "professional" to fully complete the repairs. They arrived on 7/1 and couldn't start work initially because the project was worse than he thought. They were able to put in 2 hours of repairs on 7/1. Had to return on 7/18 to "complete" the repairs. Following the "completion" of their repairs, I found several broken boards that were still not replaced, and a tool lodged in my mini-split compressor in addition to the previously mentioned damages. Attempted to have them just cover the screen replacements due to the damaged screens and was informed this was not in their scope of work, so they would not cover the screens they damaged. Sent them follow up pictures of their careless work completed, so they agreed to repair instead of replacing the damages screens. Window manufacturer does not recommend a repair, and based on the "repairs" previously completed, I would not agree to any additional repairs or work by this company. I would recommend that anyone who cares about their house and the appearance of their home stays far away from HomeWorks Energy as I have spent hours trying to rectify and fix the issues that they left.

  Customer Answer

  Date: 09/16/2025

  I have heard from the business, but I am waiting on a possible resolution to this matter.  Thank you for your assistance with this!! 

  

  Business Response

  Date: 10/17/2025

  This complaint has been successfully handled by HomeWorks Energy and the customer has signed an agreement that he has accepted the resolution provided. 

  Customer Answer

  Date: 10/20/2025

  [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 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

  Date:08/30/2025

  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.

  Had the home assessment done and paid the deposit which was due to be refunded if I did not otoceed the work with them.Contacted them several times. Everytime they would say finance manager would get back to me. They never did

  

  Business Response

  Date: 09/05/2025

  ******,

  Thank you for reaching out to us regarding your concerns. **************** is extremely important to us and this is never the experience we wish for you to have. I can confirm we have reviewed your account and have refunded the deposit. Please allow 7-10 business days for this to reflect on your end due to the processing requirements of your bank. If we can answer any additional questions, please do not hesitate to reach out.

  Thank you,

  The HomeWorks Energy Team

• Initial Complaint

  Date:08/27/2025

  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.

  I am writing to express my extreme frustration regarding the ongoing issues with the heat pump installed in 2023. Since the installation, I have repeatedly called your office and left messages for ****, only to be given the runaround and ignored.After many attempts, I finally scheduled a technician to come to my home. I was quoted a service fee of $149, which I paid upfront. However, when the technician, *****, arrived, he informed me that there would be an additional $180 charge to enter my home and inspect the heat pumps. This second fee was never mentioned to me when I scheduled the appointment and paid the initial charge.This is unacceptable and feels like a deceptive practice. The technician himself stated that I am not the only customer who was not informed of this hidden fee. I am a senior citizen and feel that your company is taking advantage of **** expect a clear explanation for this billing discrepancy and a prompt resolution to the ongoing problems with my heat pumps. I need a technician to return at no additional cost to properly inspect the units.

  

  Business Response

  Date: 09/05/2025

  After speaking with *********** and her family members, HomeWorks Energy has arrived at the below conclusions:
  

  The main reason for the high electric bills brought to our attention appears to be rollover charges for previous unpaid amounts to her utility company. The homeowner received a termination notice, which would only occur after months of unpaid bills. HomeWorks is not responsible for this matter.
  

  Improper usage of the ductless mini-split units would be a primary cause of any increase in electrical usage. Homeowner was advised that all indoor units need to be set to the same mode (heat or cool) at the same time, and that temperatures should be set and forget. Frequent adjustment of set temperatures, or turning on and off of the units, will result in spikes in electric usage. Homeowner agreed to provide an updated bill for review of usage.
  

  Homeowner is looking for a refund for the dispatch fee for a recent service visit, due to the original service request being made during her warranty period. HomeWorks has agreed to this request and is refunding the $149 dispatch fee collected for the previous visit.
  

  Homeowner has requested a complementary service visit to review system function with a technician. HomeWorks has agreed to this request and will be scheduling a technician for a complementary visit at the homeowners convenience.

  Customer Answer

  Date: 10/09/2025

  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. 

  See attached 

   

   

  

  Business Response

  Date: 10/21/2025

  Dear Ms. ****************** would like to help clarify your situation. 
  
  The initial startup of the mini-split system was performed on 4/17/2024 in your presence, and provided you with a tutorial on its proper operation. Contrary to the tutorial, you allowed your tenants and subleasees to run individual internal units in different heating and cooling modes, while connected to the same external unit. It was explicitly stated to you that this cannot be done.
  
  Further, you stated, From Sept 15 THROUGH August 24 2025 Home Works Energy would
  not honor the warrantee that was in effect unless I payed $149.00 for their tech to come out and check the mini-splits. This is false. You were provided with three warranty-covered visits during this period. The first visit was on 4/17/2024 for your install startup and tutorial as mentioned above. The second warranty-covered visit was on 5/30/2024 in response to your claim that the system was turning off repeatedly which was determined to be your misuse of the system that was previously explained to you at your first install visit. Proper use was explained to you for a second time at this visit. The third warranty-covered visit was on 6/13/2024. We honored your warranty each time there was a potential issue, including three separate times within this period of time, in which at no point was the installed mini-split system found to be at fault. On the contrary, it was deemed to be your repeated user error. 
  
  On 8/27/2025, technician Krissada Kaewduangsee was dispatched to your home outside your 1-year warranty period at your request on 8/20/25. You were informed that you would be charged $149.00 for this dispatch as it would be outside your warranty period. You were then charged $149.00 for the dispatch. Based on diagnosis of the outdoor unit, your system was in good working order. The technician quoted an additional fee if you were interested in diagnosis of the individual indoor units, which you declined. In a gesture of good faith, however, HomeWorks Energy decided to refund you the $149.00 dispatch fee and additionally provide you with a complementary service visit on 9/26/2025 with technician ** ***** to confirm the system was in good working order. 
  
  Regarding alleged delays in permitting of your system, you stated The permits were not even applied for from Sept.15 2023 until after Jan 30 2024. A period of 5 months. This is false. The delay was self-inflicted. On 9/20/2023, HomeWorks Energy submitted the scope of work to ****. On 12/20/23, **** approved the project. National Grid informed HomeWorks Energy that permitting was delayed due to your unpaid balances on your ********************** account, to which you admit ...all but $2,200.00 of that part of the bill was paid. This is why the building committee in ******,**, as you allege, informed you in late January of 2024 that no permits for the project had been applied for yet. On 2/28/2024 you were scheduled for an installation date of 4/4/24 due to calendar availability and project requirements.  
  
  You stated on 3/6/2025 that you experienced ********************** bills that were higher than usual. On 4/23/25, after repeated requests by HomeWorks Energy to you to provide copies of your National Grid bills, we found you opted into a renewable energy mix as the source of your electricity. This option comes with an increased electric rate compared to your previous source of electricity. On 5/1/2025, you claimed your bill had increased to $6,000 a month from $300 a month. Over $2,000 of that was due to your unpaid balance. Your electric usage prior to and post install of the mini-split system was determined to be equivalent based on the provided bills. Your bills through October 2024 actually showed a decrease in usage. Your bills were high because of your negligence in making timely payments. We are not responsible for payments related to the electricity you use within your home. 
  
  In short, HomeWorks Energy properly installed your mini-split system that was never found to be at fault, fulfilled its warranty obligations in a timely manner during multiple service visits, repeatedly educated you on proper system use, and granted you one out-of-warranty dispatch fee plus one additional service visit at not cost to you. 
  
  HomeWorks Energy would like to work with you to find a resolution to your issues. However, having already refunded the previously assessed visit fee back to your credit card on 9/26/2025 and having completed a complementary service visit that same day which again identified no issues with system functionality, we are unsure of what additional resolution can be provided. 

  Customer Answer

  Date: 11/06/2025

  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. 

  See attached

   

   

  

  Business Response

  Date: 11/07/2025

  Dear Ms. ****************** will find the following items attached that address your stated concerns:
  
  - Your signed Tenant / Property Owner Heating System Agreement, signed by both you and **** ******, which authorized the work to be completed

  - A contract displaying the full scope of work to be completed in your home, as approved and funded by ************

  Additionally, here are some resources regarding the cleaning of filters:

  - The filters are located within each indoor head and are reusable

  - Depending on the unit, the filter(s) may be on top of the unit or inside the front panel

  - Filters can be cleaned with a vacuum or by running water over them and then allowing them to dry

  - VIDEO: Cleaning filters located on top of the unit: *******************************************

  - VIDEO: Cleaning filters located inside the front panel: *******************************************

  Furthermore, nowhere in any of the letters on file does it state that HomeWorks Energy did not honor a contract. It is stated that HomeWorks Energy agreed to fulfill your request for a refund and a complementary service visit, not that HomeWorks Energy agreed with your stated version of events. Proper use of the equipment was covered at said complementary service visit on 9/26/2025, just as it was at the initial install startup visit performed on 4/17/2024, days after install completion, and again at the service visit performed on 5/30/2024.

  At this point in time, all proposed resolutions stated in this BBB claim have been met. HomeWorks Energy considers this matter settled. Should any future service issue arise, please contact our service department at ************ to arrange a billable service visit. If you would like to sign onto an ************* Plan, which includes annual maintenance as well as a 20% discount on any required repair costs, the same number can be called. It is highly recommended that you complete annual maintenance on your units to keep the unit operating at peak efficiency, detect any potential issues before they arise, and maintain the manufacturer's warranty.

  Regards,

  The HomeWorks Energy Team

• 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.