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: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.

• Initial Complaint

  Date:11/10/2023

  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.

  Homeworks replaced my furnace, replaced my AC with a heat pump, and added a new, second heat pump to feed a minisplit and ducted system on my second floor. I signed the project proposal on July 8 2023. HomeWorks helped me obtain a 0% interest Mass Save heat loan and guaranteed me that I could expect a $6,185 Mass Save rebate after the install was complete. The problems began with the electricians that came to wire up the new system after the ********* had installed the new furnace, minisplit, heatpump, and attic flat pack. The electricians completely missed their first appointment without warning. When they did come, they wore their boots inside and caused substantial damage to our newly refinished hardwood floors. After agreeing on a location for them to install the upstairs thermostat, I return an hour later to find that they had installed it on a completely different wall, without asking for permission. They also damaged the guardian rain-guard system on the outstairs unit so that they could run their wires through it. On that visit, the electricians left after 4 hours without finishing the job, and I could not use the system. After I called Homeworks to complain, the owner of the electrical company had to come the next day to finish the job. The system DID NOT PASS INSPECTION by the ****** wiring inspector. HomeWorks has completely failed to resolve this issue despite constant pestering by me.At some point I realized that the thermostat they installed was NOT the one specified on the proposal. I was promised a thermostat that I could connect to via WiFi. After I complained they sent out a technician to install a WiFi module but he could not get it working. I'm still waiting for them to resolve this issue.Lastly, the Invoice Homeworks provided for me to apply for the Mass Save rebate was formatted incorrectly. Eversource would not accept it. I have asked them to send a new invoice and am still waiting for a response.I will never work with HomeWorks again.

  

  Business Response

  Date: 11/13/2023

  Hello ***************  I'm very sorry to hear about your experience.  Upon escalating your concerns to the appropriate management, I have been told that we were at your home on Saturday 11/11 and will also be there this afternoon (Monday 11/13).  I have also been told that *****, the manager who oversees this type of work, will be in touch with you to address the concerns you mentioned in this message.  Again, we apologize and thank you for giving us the opportunity to make things right.

  Customer Answer

  Date: 11/13/2023

  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 reject the response because HomeWorks has been telling me for months that they are going to fix these problems and they are still not fixed.
  
  The employee who came to my house on 11/11 was, again, unable to install the WiFi module. This is HomeWork's second failed attempt to and another several hours of my life wasted.
  A Wifi enabled smart thermostat upstairs was part of the original scope of work (the proposal that I signed is attached). Homeworks did not install this and would not have even attempted to rectify the issue unless I had complained about it directly. 
  
  We're now going on 3 months that this project has dragged on and the end is not in sight. The furnace in the basement is still not up to code (doesn't have a turn off switch within arms reach) and has already failed inspection once. I've missed several days of work and wasted hours on the phone trying to get this project to the finish line and get what was promised to me.
  
  At this point I feel as if I deserve a substantial discount on the entire project of at least 10%. I don't see how anything else can really compensate me for the time I've wasted going back and forth with this company. 
  
  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: 11/17/2023

  Hello ***************  I have been in touch with *******, one of our supervisors who I'm told has been communicating with you throughout the week.  From what she has told me, everything is working, the only thing left is the electrical inspector to pass the electrical,and she will be calling someone to patch a few holes in the drywall.  Please reach out to her directly with any further concerns or send us another message here.  Thank you for giving us the opportunity to work with you and hopefully resolve any open issues for you.

• Initial Complaint

  Date:10/30/2023

  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.

  Three rebates submitted submitted 8/18/2023. I have several emails and call into mass save

  

  Business Response

  Date: 10/30/2023

  Hello ******.  This is HomeWorks Energy, we handle the home energy assessment as well as any weatherization and/or HVAC work.  MassSave handles rebates, please contact them directly.  Here is the link to their "Contact Us" page:  ********************************

  Customer Answer

  Date: 10/30/2023

  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,

  ******

   

   

• Initial Complaint

  Date:10/28/2023

  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.

  My story is "strangely" like others Ive seen online. I was quoted one price by the sales guy from Mass Saves but when the actual work crew shows up, it becomes thousands more due 'items left off the original estimate'. Classic bait and Switch. I ask to see the permit they're supposed to have, had to call supervisors who say they don't usually show copies of it to Homeowners. Per ******** law, it's to be ON SITE when work is being done by licensed workers. The manager ***** finally called me and admitted they didn't pull one as "nothing structural was being done". Guess what? Wanting to rip up floorboards to put insulation in is considered "structural"!! Not to mention, they called me 2 says ago to get my verbal consent to pull said permit! I had to throw them off my property. This business is nothing but a scam!! I would like the $150 back that I paid MassSave as a deposit for this l company to come in. This is obviously a very unethical company

  

  Business Response

  Date: 10/30/2023

  Hello *******.  First off, we're very sorry that you had this experience, definitely not something we like to hear and want our customers to go through.  I did escalate this to one of our Directors, ****, who I'm told has already reached out to you via a phone call.  Just to recap what he shared with me regarding your situation, the estimate provided is an estimate and subject to change and that you did sign multiple contracts that state that.   Building permits are governed by the town building department and in 99% of cases are not required to be on site for weatherization projects.  If you have any further questions please reach out to **** or to us here.