Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/25/2023

  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.

  On 2/1/2023 Homeworks Energy did work at my home. The Crew Chief filled out a paper at the end of work that detailed costs of work and products used and the total on that paper was $589.55 and he said it was the actual cost for all that was done. It was less than the estimate because not everything needed doing that they estimated for. Then the $589.55 was charged to my credit card. I asked about the deposit and the crew chief said the office would take care of it as he didnt have those records. Then the office filled out a different invoice adding money and kept my $150 deposit. I asked for the original invoice and was told they had destroyed it. So I am out $150 that should have been returned to me.

  

  Business Response

  Date: 03/27/2023

  Hello *************  Upon researching your case, I see that you have already been speaking to ********, one of our other Managers.  I have been told that she explained the situation to you and will be issuing the refund requested.  Thank you for your patience and understanding!

• Initial Complaint

  Date:12/18/2022

  Type:Customer Service 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 heating pump in my home that has never worked. They came to the home more than 10 times and have never been able to resolve the issue. The last repair person told me the issue had to be a leak. He said he needed a full day and several guys to fix the problem. He scheduled the appointment with me. I took the day off from work. They never showed up. I called to ask where they were, they never returned my call. I am a single mother and purchased the heat pump so that I could avoid electric heat in the winter. My electric bill is outrageous because I am still using electric heat. I either want a whole new system or my money back so I can have an oil tank installed instead.

  

  Business Response

  Date: 12/19/2022

  Hello *****************  We're very sorry about your recent experience with HomeWorks Energy, this is not something we want to see happen to any of our customers.  Upon reaching out to the appropriate manager, we learned that there was an appointment scheduled for you that somehow was not planned properly for you.  I was also told that we reached out to you directly and have an appointment scheduled with you for next week.  We will make sure to work with you to resolve all of your issues.  Please feel free to reach back out here if you need any further assistance.

  Customer Answer

  Date: 12/20/2022

  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. 

  On 12/19/2022, I received a telephone call from a customer service representative from **********************. She apologized for the error in scheduling and the fact the no one arrived for our appointment to repair my heat pump. She was very polite and accommodating. I was pleased that she was able to schedule workers to come out to my home on 12/30; however, I lack confidence that they will really fix it.  I received a text and email confirmation about the service appointment.  Although this is great, the service providers have been out to my home more than 10 times and have always told me the issue is resolved, but it never is. I cannot be satisfied until the heat pump actually works for at least **** consecutive weeks.  Let me be clear - The heat/air pump never worked. Never. I can provide energy records from NGRID and records of calls/communication with Home Energy to prove this. I am not even including the two ruined ceilings (from leaking heat pump) in this complaint.  If it cannot be repaired to heat my home, I will need my money reimbursed so that I can install an oil tank. I am reasonable. If it works, I will consider the issue completely resolved and be happy. All I want is a working system.  

  
  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: 12/21/2022

  Hello *****************  I completely understand why you would feel that way.  Please let us know if you feel that we are not on the way to resolving this case to your satisfaction after the service call on 12/30.

  Customer Answer

  Date: 12/29/2022

  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. 

  Thank you. I am confirming my appointment for tomorrow and look foward to seeing if your staff can resolve the problem.  My electric bill for the past two months has been over $1000 due to the fact that I am using electric baseboard heating. 
  
  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:12/12/2022

  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 had a heat pump installed in May of this year and every since its been installed Ive had problems with it and theyve sent 6 people out to fix it and every time they come it works for 3 hours and its out again so I was told by the 6th person that the compressor needed to be replaced and they relayed that to the company but Ive been getting the run around with them which I have phone messages confirming them telling me they are aware of the problem I didnt get any loan for this project I paid cash so I shouldnt have to go through this to get a problem fixed I need this resolved soon so can U help me solve this

  

  Business Response

  Date: 12/12/2022

  Hello *****************  First of all, I'm very sorry to hear about your experience.  We never want to hear about any of out customers going through something like this.  I have been in contact with the appropriate management here at HomeWorks Energy and we would like to offer a full replacement, which is what you indicated would be the desired settlement of this request.  Please let me know if we can help you with that and I will have a manager contact you as soon as possible to make arrangements.

  Customer Answer

  Date: 12/12/2022

  [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:12/02/2022

  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 did the free energy estimate and a $50 down payment for their services. However, when I went to schedule my services, the person who did scheduling told me that they were actually unable to complete the work that the Home Energy Specialist said was not possible and would need to find another company or contractor to do it. When I asked the Specialist for my deposit back as I was unable to actually get any work done from HomeWorks Energy, my emails, texts, and calls went unreturned. We were very disappointed as the company reneged on the work that they quoted us when we gave them the deposit, we did not back out of the work or cancel. The cancellation was entirely on HomeWorks Energy, so they basically took our money and did not perform any services.

  

  Business Response

  Date: 12/05/2022

  Hello *************  We're very sorry to hear about this.  I see that you also posted a review on ****** regarding this situation and that it has already been escalated to the appropriate management.  A refund should be in process already and you should be hearing directly from someone soon if you haven't already.  Again, I apologize and thank you for bringing this to our attention.