Complaints

This profile includes complaints for Constellation Home Products & Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Constellation Home Products & Services, LLC

  1409 Tangier Dr Ste A Baltimore, MD 21220-2878

  
• 

  Constellation Home Products & Services, LLC

  2701 Back Acre Cir Mount Airy, MD 21771-7752

  
• 

  Constellation Home Products & Services, LLC

  PO Box 17256 Baltimore, MD 21297-0530

  
• 

  Constellation Home Products & Services, LLC

  569A Southlawn Ln Rockville, MD 20850-1467

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:01/13/2025

  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.

  BG&E [Baltimore Gas and Electric] installed my HVAC system and water heater. Subsequently they have changed their name to ConstellationHome, the home repair division. After the installation a couple of years ago, they routinely harassed me to sign-up for a monthly service plan. I refused any invitation to sign-up for a service plan. Now after two years of being harassed by mailed marketing materials, they sent me a bill showing me that I allegedly owe $66.64 per month for a service I refused for two years. Moreover, this bill says that I am also two months past due for a total of $133.28 for the total payment due on 1/25/2025.This is just pure FRAUD perpetrated against a senior citizen. A business can't invoice for services never signed-up for or agreed to. They literally sent me a payment voucher and instructed me to set-up autopay. I have NEVER received any services under their service plan.
  
  Just imagine if any and all businesses could invoice a household for goods and services for which there is no consent or contract. I would owe millions if not tens of millions per year.
  
  I want the BBB to contact the Maryland State Attorney General. Since this is so organized, I know I must be one of thousands of customers .
  
  Thanks.

  Business Response

  Date: 01/21/2025

  Manager left message; account has been closed. No balance due.

  Customer Answer

  Date: 01/21/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:01/07/2025

  Type:Billing 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 is the information submitted to the vendor, Constellation Home.
  
  
  Constellation Home
  P.O. Box 411881
  Boston, MA 02241
  
  To Whom It May Concern:
  
  I am writing to express my deep disappointment and frustration regarding an unresolved billing issue. I reported this issue two weeks ago, but to date, no action has been taken. I believe it is important to bring this matter to your attention in the hope that it can be resolved promptly and prevent similar issues from reoccurring.
  
  My billing has the following items posted.
  CURRENT CHARGES $44.98
  Service Protection Plans Charge Amount
  Home Comfort
  Includes: Heat Pump, Water Heater, and 1 – inspection $31.95
  Water Heater
  Includes: Water Heater $12.98
  
  The bill states that I am being charged twice for the same item, a water heater, which was also noted by your company’s customer service representative, Mr. Malcolm. I was told this would be corrected accordingly. The rep further noted this error dates back to the contract's inception, and a supervisor was required to discuss it to determine a method of correction and reimbursement. Per Mr. Malcolm, a supervisor would call me back at the number I provided, *** ********.
  I have spoken with four different reps on four different occasions, all of whom assured me that a Supervisor would contact me to resolve this matter. They all also indicated that this issue would be promptly addressed. Despite these repeated promises, I have not received a callback or any notification regarding this adjustment.
  I look forward to your reply and an amicable, timely resolution. The Better Business Bureau will also be notified to assist me with this complaint. I can be reached at *******@gmail.com or by phone at (*** ********).
  Sincerely,

  Business Response

  Date: 01/13/2025

  Supervisor contacted customer to resolve. 

• Initial Complaint

  Date:01/06/2025

  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.

  I purchased 3- contracts from Con.Home (CM) in Mar. 24 for the year. I receive the contracting at my home address. wanted all 3 for 01 April -31 Mar 25. I pay by the year. The people in billing switched one contract to by the month. they sent me back the monies for the rest of the year yet their rep Audrey said I was paid for the full year. This was confirmed by Malcolm in Sept. & Antoinette & Nissa. They all said I was paid for the whole year during the sept-oct times I called. Then I got a nasty email from CM I did not pay for the year but was on monthly payments. Yet in that time payment period they never sent one bill. threatened to cut the contract if not paid. Talked to a supervisor Kolby. and settled for $200 & was told could not change to annual payments. Was paid up through Nov of 24. would receive monthly bills. I never received one & now again threatened to have the contract cancelled if not paid. They also gave me false customer service #'s to call to resolve the disputes. Today called as to why this is happening & talked to Tommie said would move it to management. Yet acted as if she did not want as a customer. Told me the other Sup lied & I cold have paid for the whole year (or the balance till mar 31, 25. So I am getting one lie after he other from CM billing & supervisors. AS old (75),wife 72, it is critical to have the whole house plan as it includes my HVAC unit I purchased from them years ago. I said to continue the plan till mar then drop the whole house plan for HVAC only. Had no issues with getting the contracts & costs at my home address. But now not 1 monthly bill came to it. WHY??? I am hearing from others that since BGE HOME became CM the admin., esp. billing, are horrible people to deal with. The field people seem to be great people. Awaiting if the manager will even contact me as many calls I have left the billing dept. are not return over the past 6-8 months. This is not good customer service.I do not know how to resolve this issue.

  Business Response

  Date: 01/08/2025

  1/8/2025, Supervisor contacted customer to resolve. 

  Customer Answer

  Date: 01/14/2025

  yes they contacte me and forgave 2 months billing for nov/dec 

  
  

  Sabrina said and i only owed for jan 

  
  

  which i put in the mail that day

  
  

  yet receiving email i am not paid up 

  
  

  the issue is that they do not contact each other now to 

  
  

  let each other know what is going on

  
  

• Initial Complaint

  Date:01/03/2025

  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.

  Same problems as others since ConstellationHome took over for ****'s Water/Sewer line coverage. Double billing, no service agreement & absence of service dates and/or services listed on invoice.
  
  I called in Oct. 2024 to request a new service contract and/or written agreement to replace the one I had signed with ****. I was directed to their website & sent a basic company brochure, instead. Customer service - a 6-ring circus! First 2 attempts on 12-31-24 to call about a recent double-billing, I was detoured by an intrusive automated telemarketing hard-sell of an "emergency alert button". Tried a second time, only to be met by the same recorded telemarketer. On the 3rd attempt, when spamming "0" enough times to finally to reach a person, their accent was so heavy I had difficulty understanding him. All I gathered was that my account was mistakenly listed as being located in Texas (?). He put me on hold while transferring me to Texas. Tex Rep. #2, also had the same thick accent and seemed confused while transferring me BACK to another rep in Maryland. MD Rep. #3, who was working from home & distracted, quickly passed me off to someone in "billing". With the 4TH MD rep., there was a child yelling in the background & I couldn't hear when she introduced herself. She become hostile & rude when I asked her if she could please repeat her name. Never have experienced such shocking unprofessionalism from a public utility co.!
  
  I requested my account be cancelled. ASAP. When asked, I explained the last 3 billing cycles of account errors, the absence of a legal contract/agreement & the HORRIBLE customer service. Rep. #4 stated I would receive no bills "after this one." I told her I couldn't pay "this one" until it got corrected. (the whole reason I called in the first place). Claimed she had to contact "SOMEONE ELSE" in billing to look into it. Took my name & number, like the other 3 reps. Now I brace for MORE SHAManigans. Someone needs to investigate this company. SOON!

  Business Response

  Date: 01/08/2025

  Supervisor contacted customer, resolved.

• Initial Complaint

  Date:01/03/2025

  Type:Billing 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.

  Constellation Home continued to bill me for a service contract for over 3 years without one phone call to let me know that my payments were past due for over 3 years (due to invoices being mailed to an old mailing address). The representative told me they don't make phone calls about past due payments. The payments were hitting our credit card automatically, but due to fraud, the credit card number changed and they didn't think to pick up the phone to call about the past due amounts for more than 3 years and continued to accrue their charges.

  Business Response

  Date: 01/16/2025

  Supervisor attempted to contact customer; message left with call back information. 

  Customer Answer

  Date: 01/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  They haven't provided a solution.  I am still trying to get in touch with the supervisor that called me.  Unfortunately, we are playing phone tag.
  
  
  
  Sincerely,
  
  
  
  ******** *****

  Business Response

  Date: 01/21/2025

  Supervisor resolved 1/25/2025

• Initial Complaint

  Date:01/03/2025

  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.

  I am having a problem with Constellation Home sending incorrect billing. I have a water and sewer policy that I pay 9.90 a month. In November I had Constellation Home install a new boiler heating system in my home, the total cost $7,841.10. Constellation Home needed 20% down $2,590.10 before they start the job. On November 12, 2024 from my checking account by phone they took $2,600.00 from my checking account. Included with the down payment they also deducted $9.90 for the water and sewer line insurance for December. I just received my water and sewer statement with a pass due amount of $9.90 for December. I called the Constellation Home Customer Service number and waited 25 minutes to speak to a representative. I was put on hold than the phone call was disconnected. I tried calling again and after waiting another 20 minutes, i got tired of waiting and decided to contact Better Business. Additional information: When Constellation Home took over doing their own billing around July 2024, , I didn't receive a billing statement for my water and sewer policy for three months. I received a three month bill. This has to be the most unorganized company on the planet.

  Business Response

  Date: 01/13/2025

  Supervisor contacted customer to resolve. 

  Customer Answer

  Date: 01/13/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:01/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had home Serve with BG&E. My energy service changed to Constellation in 2012. CHS continued to bill me, but I had no agreement with them. This is what I discovered: When you switch energy companies, the contract does not automatically transfer to the new provider. You need to enroll with the new supplier and sign a new agreement.
  I had no agreement or asked to be enrolled in a CHS plan. We changed from Constellation to another provider in April of this year. I received billing from CHS billing me for service and trying to get me to agree to priority payment. I don't have an agreement with them. I was billed for an agreement for 12 years. Not disputing the billing from 2012-24, I should have noticed. Since I stopped Constellation Energy 8 months ago, THEY HAVE NO REASON TO BILL ME FOR ANYTHING. What I want is for them to stop harassing me for payment every week and consider that there is no agreement since 2012. I cancelled business with them when I changed energy providers. They should conder this matter cancelled and closed.

  Business Response

  Date: 01/13/2025

  Manager attempted to contact customer; no answer unable to leave voicemail. Account has been closed, and billing adjustment has been made. 

• Initial Complaint

  Date:01/03/2025

  Type:Billing 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 a service contract with Constellation Home that I canceled earlier this year, but they kept on billing me. I sent multiple letters and emails but they kept on billing me. I waited for hours on the phone and was finally able to talk to someone who said it was taken care of. But I kept getting billed and harassed. Finally, I paid the past due amount to prevent damage to my credit rating. I disputed the charge with the CC company, and they got no response so reversed the charges. Then Constellation started billing me again! It is unethical and unprofessional to ignore the CC company and then turn around and bill me again. I have now paid AGAIN. I want this to STOP!!!! I think Constellation deliberately makes it difficult to cancel a service contract just so they can squeeze more money out of hardworking people.

  Business Response

  Date: 01/08/2025

  Supervisor called on 12/23 and 12/31, no answer message left with call back number. 

  Customer Answer

  Date: 01/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The time for phone conversations has passed.  I just want a written response that they have removed the charges and will stop harassing me.  

  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:12/20/2024

  Type:Billing 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 never received notice that Constellation Home was no longer part of my *** service. I received a bill for $95 from Constellation complete with an invoice number and indicating that I owe them this amount. I called and spoke with an associate and asked if it was a legit claim. The person claimed that at some point I created an account with Constellation and that the bill was valid. I told her I never spoke with anyone let alone created any account for their "policy." I told her it was fraudulent and said I want this cancelled immediately. I was on hold for over an hour and eventually hung up. The company is trying to force me to do business with them and I never authorized any agreement or even inquired about their home repair plan. My information was taken fraudulently and I want this fake agreement canceled immediately. If I want a home warrant plan I will shop for one myself. Just because Constellation separated from *** does not hold me responsible for any agreement with this company with my express agreement or authorization.

  Business Response

  Date: 12/30/2024

  On 12/20/2024 @ 10:27AM customer called and spoke with Customer Loyalty agent to resolve. 

• Initial Complaint

  Date:12/19/2024

  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.

  Constellation Home warranty on Heat Pump system. Service call initial 11/18/2024, first service call 11/22/204. Technician indicated to resolve the initial a part needed to be ordered. Part ordered and arrived 11/26/2024. Get back in the queue to schedule follow-up appointment. Follow-up appointment 12/4/2024. Wrong part so reorder part which arrived 12/9/2024. Get back in the schedule queue and get an appointment date 12/16/2024. Technician unable to resolve the issue, need another part. Part ordered!!! No time frame for resolving the issue. Without heat for over 30 days. No escalation policy. Customer Service refused to put a manager on the phone 12/18/2024.

  Business Response

  Date: 12/26/2024

  On 12/23/2024, repair was completed.

  Customer Answer

  Date: 01/09/2025

  The problem was resolved but the issue has not been addressed to my satisfaction.  There is no working escalation process.  Using the automated system there is no one monitoring how long the service is taking to complete.  There should be adequate supervision of the process.  When given the chance to intercede the Supervisory personnel in customer service refused to speak with me, the customer.  There was a phone hang up, call back and request the Supervisory return the call, no response.  This happened on two different occasions.  This was poor service and additionally, poor customer service.  The escalation process needs to be fixed and Customer Service needs to honor their commitments to answer questions, provide accurate timelines and hire appropriate staffing levels so that this is not the normal service expectation.  The time of notification of service request 11/18/2024 to the time a final service correctly completed 12/23/2024 over 30 days with no heating service.  I am paying for this service, the company was not giving me a gift.  Also they need to publish their service agreement response timelines.