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:02/09/2024

  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.

  Heat Pump Mini-Splits were purchased and completely installed by December 8, 2023. Only one of the six heat pump heads has been functioning properly since installation completion. The other five, and at random times, will over heat a room or not come even though the head thermostat is set for 70 degrees and the room temperature is 62 degrees. They have also come on for 2 or 3 minutes and then shut off. hardly enough time to do any heating. I have uploaded a reliability study that I performed to show the issue.

  

  Business Response

  Date: 02/13/2024

  Hello *****.  We're very sorry to hear about this, definitely not something we want to see our customers experience.  I did reach out to the appropriate management and was told that we were out to your home last week, and are sending someone out again tomorrow (Wednesday 2/14).  If you have any further questions or concerns, please contact your case manager ******* directly at ***********************.

  Customer Answer

  Date: 03/11/2024

  It took seven maintenance visits for Home Works Energy to get the heat pump mini-splits to function properly.  This repair started December 8, 2023 and completed February 14, 2024.  The first six visits did nothing to solve the problem.  The company personnel lied to me by omission and lied straight to my face.  They don't appear to talk to each other within their individual workgroups or between work groups.  No two managers had the same information about my problems.  They bounced me around to, at least, 8 different technicians/managers.Following is a snippet in time of the problems endured:HEAT PUMP MINI-SPLIT RELIABILITY REPORT Sunday, January 28, 2024At 10am the house temperature at the furnace thermostat was 75 degrees, while all heads were set at 70 degrees.  The reason all the heads temps were set at 70 degrees is because the house was getting cold.  All this time the furnace was set to 65 degrees.10am -- All the heads were set to 68 degrees.  A thermometer was moved to the back bedroom.12 noon -- The temperature reading was 63 degrees in the back bedroom.  Thermometer then moved to the front bedroom.  (NOTE:  Front bedroom head came on and back bedroom did not, even though the temperature in the back bedroom was 63 degrees.)2pm -- Temperature read 68 degrees in front bedroom.  Thermometer then moved to dining room.4pm -- Temperature reading in dining room is 68 degrees.  Thermometer now moved to living room.6pm -- Temperature reading in living room is 68 degrees.  Thermometer now moved to mud room.8pm -- Temperature reading in mud room is 63 degrees and the head is not running.NOTE:  Front bedroom head ran all night creating an uncomfortably warm room.  Back bedroom only came on after 7am for approximately 3 minutes, while the room temperature was 63 and the head was set at 70 degrees.Monday, January 29, 2024Monday morning, with the heads set at 68 degrees, the house was 63 degrees and felt very cold.  We then put all heads at 70 degrees.  The house heated up to 75 degrees.  It felt like a sauna.10pm – Back bedroom head set for 70 degrees and thermometer reads 66 degrees.  Head is not on.Tuesday, January 30, 20249:30 – Back bedroom head set at 70 degrees.  Has not come on and room temperature is at 63 degrees.NOTE:  Front bedroom head set at 70 degrees.  Last night the head didn’t turn on, even though it was colder outside than the night before, when the head ran all night.1:15 – The front and back bedrooms heads still not running and the room temperature is 62 degrees.Thursday, February 1, 20247:45am we shut down the furnace.11am the back bedroom temperature was 66 degrees.  The head was set for 70 degrees, but not running.1:50pm the front bedroom temperature was 66 degrees.  The head was set for 70 degrees, but not running.2:15pm the dining room temperature was 66 degrees.  The head was set for 70 degrees, but not running.3pm the living room temperature was 64 degrees.  The head was set for 70 degrees, but not running.5:30pm the mud room temperature was 64 degrees.  The head was set for 70 degrees, but not running.At some point the mud room came back on.7:50pm the mud room temperature was 73 degrees.  The head was set for 70 degrees, but the head was still running.Saturday, February 3, 2024Yesterday, the furnace temperature was set at 70 degrees to keep warm.At 8pm the front bedroom came on and ran all night.At approximately 10am today we had to turn the head down to 68 degrees because the room was over-heating.At 10:55am we noticed the head running again and turned it down 66 degrees to stop it.At 11:10 we turned the head down to 64 degrees as it came on again.At 12:05pm the living room head was running when it was set at 70 degrees and the room temperature was 71 degrees.  We had to turn that head down to 64 degrees to stop it from running.At 12:30 the head was still running at 64 degrees.  We turned it down again to 62 degrees and it came back on again.  So now we turned it down to 60 degrees.  The house temperature is 71 degrees.SUMMARYAt this time it has been two months since installation completion and the heat pumps are not operating properly.  This condition is completely intolerable.  There are two elderly people and one Special Needs individual medically involved living in this home.  This installed equipment cost $45,000 of which we had to take out a loan for $35,000.  That’s a lot of money when living on a fixed income.  Home Works Energy has been paid in full.  I am also a Vietnam era veteran.  I would think a Veteran might receive better service/support!

• Initial Complaint

  Date:12/31/2023

  Type:Billing 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 12.27.23, HomeWorks Energy, over the phone, took my authorized Master Card X2860 payment of $269.89--the amount that the crew supervisor at my home told them on the phone was the authorized amount. Shortly afterwards, I received by email a receipt from Home Works Energy for $285.89, so $16 over the phone-authorized amount. I called HomeWorks Energy that day to point out the mistake. I was told someone would call me the next day to rectify. No one called the next day on this--even after I called, again, to ask for rectification. And no one has called since. And just to mention further--the initial invoice I was presented with, for insulation and related work, was several hundred dollars over the amount I had agreed to in a signed agreement dated 12.11..23. They did make that adjustment, but this company looks dodgy to me. I seek a billing adjustment to my credit card.

  

  Business Response

  Date: 01/01/2024

  Hello *********  As per our last response to your previous complaint, we have submitted the refund of $16 to the credit card that was used.  It can take up to 14 business days to reflect on your account, depending on your individual bank.  Is there something else you're looking for?

  Customer Answer

  Date: 01/01/2024

  [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:12/15/2023

  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 am writing this complaint since I see the one I wrote a few months ago is no longer visible. Instead of going again into extensive detail I just want to inform others to not use this service. I called mass save for a home energy assessment which lead to home energy works coming out. Not only did they not insulate or complete the jobs-they ripped out insulation, left everything a complete mess, left some type of spray foam cans in attic that exploded w/ the heat. More damage was done in addition to this but at this stage its pointless to write out all over again. At this point I just want to inform people that this company came and caused more damage and requested me to pay for it. I do feel like company is incompetent. I paid the deposit which was a waste & kept getting sent a bill for work that was never even done. Not sure if mass save or home energy is to blame. But I would avoid both. I felt scammed in the end and by other reviews I can see they can cause much worse problems than the situation I had. Avoid at all costs

  

  Business Response

  Date: 12/26/2023

  Hello ***********  We did try to contact you several times to address your concerns but never heard back from you.  Based on our records I see that we left at least 3 voicemails that were not returned.

• Initial Complaint

  Date:12/14/2023

  Type:Product 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 complaint is with the Mass Save Program and how long it is taking to get the refund of $10,000.00. We had our whole house heat pump installed in September of 2023, paperwork was filed in September and updated in early October because of a missing piece of paperwork. It is now December 13th of 2023 and when I call Mass Save I get the same line, "paperwork is being processed", with no explanation of why it is taking this long to get our rebate.

  

  Business Response

  Date: 12/15/2023

  Hello *********  I'm sorry you're having trouble with your rebate, but this is HomeWorks Energy, not MassSave.  We have no ability to handle refunds or check on their statuses.  Please contact MassSave directly.  Here's a link to their contact us page.

   

  ***********************************

   

• Initial Complaint

  Date:12/14/2023

  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.

  the company committed to complete the work and failed to do so. Furthermore, I have attempted to contact the HomeWorks rep that was assigned to my claim with negative results via email and phone. In addition, I have contacted HomeWorks office on to be put on hold and then after 15mins. hung up on.

  

  Business Response

  Date: 12/15/2023

  Hello ***********  We're sorry to hear about the experience you've had with us.  I did reach out to your case manager ****** who let me know that she has spoken to you several times this week.  She will be reaching out to you again this morning, please contact her directly if you have any additional questions.

• Initial Complaint

  Date:12/11/2023

  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 contacted Homeworks Energy for an energy audit in May 2023. They gave me an estimate on the work and scheduled the work for July 14th. I contacted them to modify the work and spoke with my account manager ******. I asked him to modify the quote to include fiberglass ***** instead of blown in insulation and remove the insulation of the knee walls as part of the project. He never got back to me before my scheduled insulation date so I had to push it out until September. I then called and talked to him again after tying a few times and he promissed to send me the modified quote again. Once again he never sent me anything and we missed the September date.I called to modify the date again to December 11 and asked for the quote to be sent and I got no response. Left several messages but there was no response. I finally got in contact with the guy who did the home assessment and he sent me the original quote back to me. I asked him to tell ****** that I needed him to call me. He never called.The week before the planned insulation on the 11th I called several times to their reception and left my name and number and asked that someone other than ****** call me back. I sent an email to the *** asking for help. I specifically asked for the Insulation manager to call me. No one called. On the 11th (today) the technician showed up at my door to do the work. I turned him away and said that I do not want to do business with a company that can not figure out how to call me back after all this time. He showed me the paperwork and they had a wrong number on the papers which is amazing to me as I had lest my number several times and I had talked to people at the company.Now I am in a bind. I need to have the insulation work done by January 14th or I will lose my mass rebates. I really need to get this done but I have reached out to Mass Save and they have handed my account over to another company.Be careful signing up with this company.

  

  Business Response

  Date: 12/11/2023

  Hello *********  I'm very sorry to hear about this.  I forwarded all of your concerns to the appropriate management and you should be hearing from someone soon if you haven't already.  We are also reviewing why some of your calls were not returned and will address those issues directly with the people involved.

  Customer Answer

  Date: 12/11/2023

  [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. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:12/06/2023

  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.

  After they came a did my audit I was told that I needed my furnace cleaned before they could go further with anymore work. Scheduled and appointment which they canceled and rescheduled, then after waiting an hour for the next appointment they called and had to reschedule then the third appointment there was no show so I called and they told me they had to reschedule. DO NOT USE THIS COMPANY. Also everything I tried to ask questions I never got an answer.

  

  Business Response

  Date: 12/07/2023

  Hello *********  We're very sorry to hear about this, definitely not what we want our customers to experience.  I escalated your concerns to *****, the manager of the department assigned to your appointment.  Apparently the technician assigned to your job was held up unexpectedly on an earlier appointment and had to reschedule later in the day, which he was again unable to get to.  We then contacted you to apologize and explain, you asked to cancel the appointment.  ***** has advised me that we are reaching out now to apologize again, will offer to perform the service at no cost or cover the cost to have your oil company perform the cleaning if you would prefer.

• Initial Complaint

  Date:12/06/2023

  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.

  On 9/1, HomeWorks came up as part of Mass Save to "button up" our house. In the process, our metal door was damaged. Long story short, on 10/26 the manager, **** and I (along with my husband) agreed to be reimbursed for the damage to the door so we could pay to have it repaired (instead of installing a brand new door). We still have not received the check and are getting a "run around" from the company. I have tried numerous times to contact ******* who was our "case manager" and I go straight to voicemail. (Why does this company need "case managers"?--they really have that many disgruntled customers). Very upset. Do not hire these buffoons!!!!

  

  Business Response

  Date: 12/06/2023

  Hello ***************  I'm sorry you've had this experience with us here at HomeWorks Energy, but I appreciate you reaching out and giving us an opportunity to work with you.  Apparently there was a mix up regrading the address that the check that was to be sent to.  ******* advised me that she has spoken to you today and let you know that she is working with **************** to get a check sent to the correct address as soon as possible.

  Customer Answer

  Date: 12/14/2023

  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. 

  [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,

  *******

   

   Still have not received the promised check!

  

  Business Response

  Date: 12/14/2023

  Hello ***************  I just confirmed that the check was mailed on 12/7, but we ask that you allow ***** days for it to arrive especially with the Holidays, as mail tends to be slower.  Thank you.

  Customer Answer

  Date: 12/17/2023

  [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. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:11/21/2023

  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.

  We had a new furnace (boiler) installed in March/April of 2022. The cost of the system and installation was $29,000. The system provides hot water and heat to 3 floors of our house. After the installation there was no need for heat in the top two floors since outside temperatures did not require it. When the outside temperatures dropped this Fall requiring heat to the top two floors of our house, the system failed. It continues to deliver hot water and heat to the 1st floor, but not the top two floors.We called HomeWorks, they quickly sent out a technician who reviewed the system for several hours and concluded that there was an issues with the electrical installation and that an electrician would have to come out. HomeWorks then sent out an electrician, who said he needed a new part and would have to come back with a plumber who would first install new valves. We have been waiting 2 weeks and temperatures have been dropping into the 20s. We have called several times to inquire about the status with a promise to call back. No one has returned our calls. The situation is now critical - we are without heat in critical areas of the house and temperatures are now too low for our backup system to handle. We cant wait any longer and need to call an emergency plumber. This business was responsive to the point that the problem became difficult to solve, yet critical. Now silence.

  

  Business Response

  Date: 11/22/2023

  Hello *********  Upon receiving this complaint, I escalated your concerns to several members of the appropriate management team.  I have been notified that they have been in touch with you and are addressing your concerns.  I also see that they we will be reviewing some of the gaps in the process that caused your resolution to be delayed.  Thanks for you bringing this to out attention and giving us the opportunity to wok with you and make things right.

• Initial Complaint

  Date:11/20/2023

  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.

  Trying to have mini split installed via a contract signed with company on 9/15. Work was started on 10/5 - not done the first day, I called over a week later to inquire. To which they claimed not to know it was not complete. Another visit was on 10/16; the work was still not complete. Both incomplete days partially due to incorrect supplies on hand.Contract states work to be completed in 2-5 days. Contacted the company dozens of times. Trying to get someone on the phone is almost impossible, Then I'm told someone will get answers & call me back, which rarely happens.Been calling REPEATEDLY since 10/16, and yet to get any useful information. My husband has received a few different texts with dates & times someone has been scheduled to come. Each time I have tried to find out whether said appointment will include all the work that still needs to be done, as there are several items, one of which is to correct something done improperly. Two times had to make many calls to talk with someone. Each time, was told that they didn't really know what the appointment when I tried to insure that it would cover everything outstanding. Not been able to keep the appointments because of this. Today he received another message, saying someone will come tomorrow at 3pm. When a previous appointment was set for 2pm, I questioned that being enough time to do what's needed and was told it is not. I suspect today's message was in response to me having called today (11/20) as well as several other times since I last spoke with someone (11/15). I was promised a call back early on 11/16 then. We cannot honor tomorrow's appointment because it is too late in the day for what needs to be done. I will call again today stating as such.It is imperative that this project be properly and completely completely before the end of December for rebate and tax purposes. Were it not for warranty purposes I would get a different contractor to complete this.

  

  Business Response

  Date: 11/21/2023

  Hello ***************  We're very sorry to hear about what you've experienced with HomeWorks Energy, it's definitely not something we want our customers to go through.  After receiving your complaint I escalated your concerns to the appropriate management.  I have been told that *******, one of the members of the leadership team, has been in touch with you and is working with you until this is brought to a satisfactory resolution for you.  ******* also mentioned that she has given you her direct phone line and has promised to do all she can to make this right for you.  Please reach out to her directly if you need further assistance or have any questions.  You can also feel free to reach back out here as well.  Thank you for giving us the chance to work with you.