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: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.

• Initial Complaint

  Date:10/10/2023

  Type:Sales and Advertising 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 had the Homeworks Energy Sales person come in for the MassSave energy assessment. They proposed to put the additional insulation in the attic. My attic had plywood flooring. And I told them very clearly that I must have the flooring back after the insulation work. When the installer came on Sept 15th, 2023 they said there is no way to put the insulation (because it will be above the floor joists) and then the flooring on top. As per the suggestion from the Homeworks Energy representative, I had my own contractor remove (and put back after the job) the flooring. This cost me $1500. Since the insulation work was not done, I had to pay $1500 out of my pocket for the job that was not done. I tried to escalate with Homeworks Energy and have them pay for the contractor invoice. But they are not agreeing to do that.

  

  Business Response

  Date: 10/12/2023

  Hello *******  We're very sorry to hear about this but appreciate you bringing it to our attention.  I have escalated this to the appropriate management and have been told that the Director of Sales will be reaching out to you directly, and may have done so already.  Please let us know if you need any further assistance.

• Initial Complaint

  Date:10/05/2023

  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 were required to have a Mass Save Energy audit on our well-insulated home in order to participate in a rebate for a full home mini-split system. We called an audit provider HomeWorks Energy and the auditor found a deficiency with our well-insulated attics. The fix would require us to empty the attics, remove the plywood floors (which are nailed to the rafters) then remove the existing attic insulation which is code for ***********. Then they would put some new insulation in to "seal" the attic. He then told us this would cost us $1200 and that his company can complete the "weatherization" to "seal" our attics. We feel the audit finding is contrived and designed to bring his employer Mass Save dollars for the audit then additional profits for his company at our expense for the "weatherization". We've had many successful Mass Save Energy audits on this home, the prior audit just 3 years ago, and there has never been an issue with our attic insulation and floors. I feel this may be a scam and is clearly a Mass Save conflict of interest. Of course he was going to contrive issues with our attic in order to generate business for HomeWorks Energy.Can you raise this concern to **** Save? Thank you *********************** **************************************************************** ************

  

  Business Response

  Date: 10/06/2023

  *******************  Thanks you for reaching out to let us know of your concerns.  I have reached out to the appropriate management and someone should be contacting you directly to address them and hopefully come to an acceptable resolution for you.

• Initial Complaint

  Date:08/25/2023

  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 started the process to quote and install a mini split in March 2023 The scope of work was constantly unclear. Each group of contractors had to be coached at each interaction and each visit to my property. Each crew showed up unprepared and had to leave for *********** Most extremely, one crew didnt know they were hanging any equipment from the brick. There was no equipment that wasnt being hung from the brick for this project. One company representative suggested adding an accumulator. I cannot get a straight answer on if this part was installed or not. At one point the company required a scissor lift to install the equipment. Once on property with another manager, they said the scissor lift would not get onto the property and home works agreed to credit the $500 fee. During the actual install of the equipment, a group of contractors left my home a mess, stained my walls, and stained my comforter. Homeworks agreed to compensate me for the comforter at $109. One group of contractors requested to stay until 11pm to finish some work. I have reached out to homeworks for this refund on 15 separate emails since June 2023.The equipment that was installed had stickers indicating the equipment was manufactured in August 2021. While new, this equipment is out of date. Homeworks explained this as a supply chain normality which I simply do not agree with as someone who imports goods from Asia throughout the Covid pandemic supply chain issues.

  

  Business Response

  Date: 08/25/2023

  Hello ******  We're very sorry to hear about your experience.  After reviewing your complaint I did escalate your concerns to the appropriate team.  I was told by ****** that he has worked with **************** and that a refund check of $200 has been mailed to you today.  ****** also mentioned that he sent you an email with this information.  if you need any further assistance please reach out to him, or feel free to reply to this message.  Thank you for allowing us to work with you to resolve and have a great weekend!

  Customer Answer

  Date: 08/25/2023

  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. 

  The refund amount should be $609. $500 for the scissor lift refund. $109 for the bedspread replacement.

  Was the accumulator installed?

  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,

  Maeve

   

   

  

  Business Response

  Date: 08/31/2023

  Hello ******  I have reached out to ***, the case manager assigned to you.  He has advised me that an additional refund check of $409 will be mailed tomorrow.  He will be contacting you directly to clarify any other outstanding questions or concerns.

  Customer Answer

  Date: 09/19/2023

  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. 

   The business did not send me the correct dollar amount via mail. I am still $100 short. It has taken several attempts to collect this full amount which continues to be frustrating and dishonest 

  

  Business Response

  Date: 09/19/2023

  Hello ******  I escalated your concern once again to the manager working on your case.  He did discover an error in the math involved to calculate your refund and has started the process to have the additional funds sent to you.  He will be reaching out to you directly as well.  I apologize for the need to reach out multiple times and appreciate your patience.

• Initial Complaint

  Date:07/24/2023

  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.

  **** Save-Filed for our rebate on January 2023, was told it was approved March 17th, and that we would receive our rebate b y June 26th. Now being told that they sent it out on May 9th, even though online it still says "in process." We have not received the $10K check. I spoke with them again on July 13th, was told the check would be put in as a re-issue and that it was made a high priority. Still nothing. I called again this morning, was told it would take 4-6 weeks and that once it went to the finance ***** they could no longer give updates, that we just need to wait. I have spoken to 2 different supervisors, I have their names, dates called, and I am just so frustrated as this is a lot of money to have tied up. They tell me that there is no way for me to speak to someone in finance ***** or contact them to find out when the check will be mailed. I really could use some help at least getting a definitive answer about when I will be receiving the check. Thank you.

  

  Business Response

  Date: 07/24/2023

  Hello ***********  This is HomeWorks Energy, not Mass Save.  **** Save handles all rebates, you will need to escalate this with them, or if you wish, file a BBB complaint against Mass Save.

  Here is a link to the contact information for Mass Save.

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

  Thank you and good luck.

  Customer Answer

  Date: 07/27/2023

  [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:07/18/2023

  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.

  On July 13, 2023 two technicians from HomeWorks Energy *** came to my house to do an energy assessment. They said that they could change my thermostat for a new one. They said it was an easy job that they had done many times. They found that they could not, in fact, install the new thermostat they brought. They called for extra help. Now the ** is not working and the house is very hot. They said this has only happened to us a few times; sorry to leave you in worse condition than when we came and if this is our fault, our company will reimburse you for any cost to repair . I called our ** technician who had just serviced our ** the week before.When he came the next day 7/14/2023 he reported :7/14/2023 Repair ** after MASSSAVE installed Honeywell NON-PRO series stat and blew a fuse on furnace by touching wiring together . He used the term MASSSAVE when in fact it was HOMEWORKSENERGY, a MASSSAVE partner.I spoke to MASSSAVE and they referred me back to HOMEWORKS Energy. The agent at MASSSAVE was surprised to hear my report of the problem they created. He said that H W Energy is reliable and will take care of this. I had called them on 7/14 and called again today and have not received a call back yet.I have the invoice I paid to our ** company ( ironically the two guys from H W ENERGY recommended him to fix the problem they created). I can provide it to you if you need it.I paid him $275.00 to correct the problem.Please advise what I should do next. I will talk to HOMEWORKS Energy if/when they call back.Thank you,*************************

  

  Business Response

  Date: 07/19/2023

  Hello ***************  We're very sorry to hear about your experience, definitely not something we want our customers to go through.  Aft reaching out to the appropriate management, I have been told that we have already spoken to you and that you are sending the invoice and we will submit for reimbursement.  Please let us know if you need any further assistance.

• Initial Complaint

  Date:05/11/2023

  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 have a navien water heater in our property. The flow censor was faulty and needed to be replaced. ****** has a great customer service and warranty in place. We called them and they gave ** Homeworks phone number as a navien certified technician near my house. We called homeworks and scheduled a visit. They sent a technician named ******** who was not navien certified and didnt know what to do with the heater. He even asked for heater manuals so he can do the settings again. He stayed in the property for over two hours but couldn't diagnose the problem. Later on, we did it with Navien tech support on the phone. Unfortunately, ****** sent the part to HomeWorks for them to replace. The part and labor were covered under the warranty but homeworks refused to accept it. They wanted to charge me $600 to change a flow censor in the unit. I explain this to ****** customer service and they literally called it an " absurd amount to charge on a job like this" So they denied the claim. I asked for my part back so i can get it replaced by another plumber. A manager called ****** refused to give the part back and this time asked for $650 to replace it. She said she wouldn't itemize the charges on the bill and just charge the amount and asked me to get it back from ******. I still do no have my part as I am filing this complaint.

  

  Business Response

  Date: 05/12/2023

  Hi Oguz,

  This sounds like one big miscommunication.

  1- You had your system installed by another company, who did not register it for you.
  2. Our tech ****** registered it on site, allowing you to get free labor and free part replacement. The process requires you to pay ** to install it and get reimbursed by ****** after you send them the invoice.
  3. HomeWorks Energy is a certified Navien installer, and ******, who is one of our best techs and has gone thru our internal Navien training.
  4. The original diagnosis(bad flow sensor) you received from Navien tech support was wrong, and they later confirmed that ******'s diagnosis was accurate(bad check valve). I apologize for the length of the visit, but it takes time to do the proper sequencing and diagnostic testing.
  
  Where this stands now. You declined to have us install the part so we shipped it to you. Sounds like where we went wrong is we could have better explained the reimbursement process. Apologies for any miscommunication and good luck finding another qualified installer.
  
  Thanks,
  *************************, COO

  Customer Answer

  Date: 05/15/2023

  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. 

  Edit after COO's reply.
  
  1. My Naviens were registered by me. this is how we got your company name, unfortunately.
  2. The navien covers labor and parts and I would pay upfront for it no problem as I said to the gentleman on the phone as well as ******. HOWEVER, your outrages $650 fee to replace the part was denied by ****** itself. They called it absurd on a recorded line.
  3. We requested a navien certified technician who has been to their site for training and received a certificate from them. Instead, you sent someone that WAS NOT CERTIFIED BY ****** but received your internal training, which clearly sucked..
  4. Where we stand now is that I still cannot take a shower at my own place because of your company and you refused to send the part to me until I start complaining. I still have not received the part.
  5. this is not a communication issue. Your company is fraud.
  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,

  Oguz

   

   

  

  Business Response

  Date: 05/18/2023

  Hi Oguz,

  
  I wish we could have come to a common understanding of the service that took place at your home. Wish you the best and hope you got your Navien issue resolved. 
  
  Take Care-
  *************************, COO 

  Customer Answer

  Date: 05/18/2023

  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,

  Oguz

   

   

• Initial Complaint

  Date:04/01/2023

  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.

  Work that claimed to be complete and paid on 12/6/2022 was never complete. Homeworks drilled a few holes but never filled it with insulation. I found out once I was replacing my siding and realized they never put any insulation in. Only a few holes were drilled and they were empty. Reference pictures. Im concerned they are doing this to more customers and collecting not only the customers money but billing mass save for the remaining amount for energy savings.

  

  Business Response

  Date: 04/03/2023

  Hello *********  Thank you for reaching out and making us aware of this situation.  We're very sorry that you've had this experience.  After escalating this to the appropriate management, I see that we were back out at your home on 3/31.  Please understand that this was in no way willful fraud or a scam, just true human error that we will be making right ASAP.  I was also told that the first field manager we sent to the home was sent away, so we sent another.  Once the ventilation is complete a manager will follow up to make sure everything was resolved to your satisfaction.