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:06/16/2025

  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.

  Better Business Bureau:
  
  I have spoken with ******** in their office. She agreed to refund the money.  I should see it in 5-7 business days, in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

  

  Business Response

  Date: 06/19/2025

  Company will be refunding the $499. The additional $43.66 reflects a remaining balance for taxes. The customer spoke with one of our membership specialists today 6.19.2025 and was informed that she will be refunded for the services that were not performed.

• Initial Complaint

  Date:04/01/2025

  Type:Order 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.

  Universe never filed the Residential Meter Upgrade Request Form with National Grid to upgrade my gas meter. No one from Universe will call me back or return an e-mail.I have left 3 messages and sent numerous emails.I have paid for the Generac home backup generator in full; paid for a gas line pipe replacement and paid for a hot water heater in full.

  

  Business Response

  Date: 04/10/2025

  Universe submitted the Residential Meter Upgrade Request Form, signed by the customer on 3/22/2025. Customer representatives have been in contact with the customer on 3/27/2025, 3/28/2025, and 4/02/2025, with a follow-up email sent on 4/03/2025.

• Initial Complaint

  Date:03/13/2025

  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 contacted Universe in March 2023 for plumbing work for a washer and dryer, I was quoted $10,000 for new plumbing, sink and pump. I started to have problems and the pump stopped working, the service was then changed to a different date in which someone came to inspect and I was told based on how the pipes where installed the pump was working really hard to pump the water and finally gave out, I was told by the sale service guy that I should be reimbursed and get a stronger pump because of the pipes where installed work that was done, he told me he will speak to his manager, never contacted to let me know the status, have been calling the company leaving many messages that someone will get to me and discuss the solution, they sent me two options, but no reimbursement or discount. I spent a total of $25,000 for work from Universe, very disappointed with how they are handling business and a client that have spent all that. Please let me know how to proceed, because i contacted a lawyer and was told i have a case. Thank you for your time.

  

  Business Response

  Date: 03/28/2025

  Our plumbing manager has reached out to the client and left voicemails. We will continue attempting to contact her to discuss a resolution. In good faith, we are offering to replace the pump at no charge. 

• Initial Complaint

  Date:11/15/2024

  Type:Order 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 signed a contract to have an oil to gas conversion done at the end of December 2023. At that time I was given the cost, $14, 785, and told that after the job was completed I'd receive back two rebates totaling $1,300. This would bring the total amount I owed to $13,485. I was told the company handles all paperwork for the job and was given no information about who was offering the rebates. The job was completed in May of 2024 and when I inquired about the rebates I was told I'd receive a check in the mail. A week ago, November 2024, after calling the company & receiving no call back I emailed the sales ************ response was we do not file rebates on jobs. I asked what rebates they were and received no email response. I then called the company and the receptionist relayed a message from someone that rebates by ************* stopped being provided in January of 2024. The receptionist apologized i was mislead and said I'd receive a call back in 24hrs about the issue. I did not receive a call.

  

  Business Response

  Date: 12/11/2024

  When the proposal was accepted in 2023, National Grid rebates were still valid. It was the customer's responsibility to apply directly with National Grid if eligible - not through Universe.  

  The job was completed in 2024, and Universe did not receive any formal notification from National Grid indicating the discontinuation of these rebates. As we do not control or manage rebate programs, we are unable to issue refunds for matters outside our control.

• Initial Complaint

  Date:07/16/2024

  Type:Product 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I want to state for the record, that although theyre saying that they routinely tell customers to replace these lines because of this defect, that is not what was told to me, what was told to me is that I had leaks in all four lines and they need to be replaced.  They did so without testing the lines they made an assumption that all four were leaking when in fact, two nuts just needed to be tightened and the problem corrected. With that as long as I receive the refund from the 2023/2024 contract this resolution is satisfactory to me and the matter has been resolved.

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

  
  t (Their tech was at my home for *************************************** less than 15 and then the rest of the time was to add freon) is saddening that a company as large as theirs and with their reputation would do that to a loyal customer.I did send an email to ********************** to advise them that I wanted a refund on my ********* contract that will go into effect on 7/23/24. They did refund me that money. I also explained the above to them & the service person **** said she fowarded my email to management. I followed up a week later and she reforwarded the email to the management team and to date I have received no call. I wanted to tell them based on this misleading visit I wanted them to refund me for the ********* contract as they did not hold up their end of the agreement by telling me false & misleading ******** wanted a refund for the current contract since I incurred unnecessary expenses due to their misleading inspection. Especially since torquing the nuts is covered.

  

  Business Response

  Date: 08/29/2024

  Throughout the industry Iso-polar line sets have become porous over a few years being outside.  This is a known industry fact and the manufacturer has gone out of business due to the severity of the issue.  For the customers sake, we routinely recommend replacing isopolar line sets to maintain the customers HVAC investment.  As a curtesy to the customer and to maintain good community relations, we have refunded the customer their ********* and ********* maintenance contract payments.  The customer was called by our Service Manager to review the information and notify them of the refund.

• Initial Complaint

  Date:07/09/2024

  Type:Sales and Advertising 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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As you can see in the underlined section of the receipt it states that the technician snaked the kitchen-bar-laundry-lav, Tub and shower stoppage for $484. THE TECNICIAN DID NOT DO ANY OF THOSE THINGS. All he did was snake the shower that took about 5 minutes.  We tried to resolve this with Universe but they never called us back. 

  
  

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  Business Response

  Date: 07/23/2024

  To clarify any confusion to our customer.  In addition to the task you are reading mentioned under work completed,  the worked performed was noted in the invoices summary and explains the cost of the job   "Price to snake second floor shower. Send snake in no more than 15 feet to clear stoppage. Once stoppage is clear run water to test for normal drainage. No guarantees on sewer snaking"    This is the work the technician performed for the price charged.  We take every effort to communicate to our customers all worked performed.    

  

  Business Response

  Date: 08/29/2024

  Customer signed an estimate and invoice for work completed.  Invoice summary is as follows;
  
  Price to snake second floor shower. Send snake in no more than 15 feet to clear stoppage. Once stoppage is clear run water to test for normal drainage. No guarantees on sewer snaking.
  
  We do not see any issue with the work scoped or performed.  As a courtesy to the customer and to maintain good community relations, we have refunded the customer $267.25
  

  Customer Answer

  Date: 08/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************