ComplaintsforRISE Engineering

• Initial Complaint

  08/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Rise Assessor ***************** came to my home and left on P.1 under Mechanical System Barriers- Heating System with his figure for high Carbon Monoxide: 632 ppm, a deadly amount( if it were accurate) I immediately contacted Harwichport H&AC who cam the following day. After thoroughly checking the furnace ( and every other gas appliance) the technician. Determined a reading of 0 CO. I have reported this outrageous discrepancy to Harwichport H&C and expect their unnecessary service to be absorbed by RISE ENGINEERING under MassSaves. I have NO CONFIDENCE in RISE AND WOULD NOT TRUST THEIR RECOMMENDED SERVICES TO INSULATE MY HOME.NB- The technician who saw the figure from RISE stated that if he had detected anything close to the Rise reading of 632 , he would have shut the furnace off! !( None of our carbon monoxide working detectors had signaled either.)I hope I am not just another negative review of RISE AND THAT THE BBB will take note and support my case to be covered for an unnecessary furnace service I did not need.

  

  Business response

  08/23/2023

  Dear **************,
  I trust this email finds you well. I am writing to address the concerns you raised in your recent complaint against RISE Engineering and to offer our sincere apologies for any inconvenience this situation may have caused you.
  Firstly, I would like to thank you for bringing this matter to our attention. We take customer feedback seriously, as it helps us improve our services and ensure the highest standards of quality and accuracy in our assessments. Your experience does not reflect the level of service we strive to provide, and we deeply regret any frustration you have experienced.
  I understand from your complaint that you had a conversation with our Regional Field Supervisor, *******************************, yesterday. I hope that his discussion with you was helpful in addressing your concerns. As per your conversation, we acknowledge the discrepancy between our initial carbon monoxide reading and the subsequent reading provided by Harwichport H&AC. Please be assured that we are committed to investigating the root cause of this discrepancy and preventing similar situations from arising in the future.
  Furthermore, I am pleased to inform you that, as mentioned during your conversation with ****************, RISE will be happy to cover the bill charged by Harwichport H&AC for the service to your furnace. Our goal is to ensure that you are not burdened by any unnecessary charges resulting from this incident.
  We understand the importance of maintaining your confidence in RISE and ******** services. Please allow us the opportunity to regain your trust. If there is anything else we can do to rectify the Better Business Bureau complaint or address any lingering concerns you may have, please do not hesitate to reach out to us directly.
  Once again, I apologize for any inconvenience this incident has caused you. We value your feedback and are committed to improving our processes to prevent similar issues in the future. Thank you for bringing this matter to our attention, and we look forward to resolving it to your satisfaction.
  
  Sincerely,

  Customer response

  08/23/2023

  [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

  11/11/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  In October 2022, I received notice via a mailed promotional item that the *** for our 220 unit condo complex signed an agreement letting RISE provide weatherization to interested unit owners. I went to the vendor, RISEs, web site to sign up. Before I completed the application, I contacted the customer service representative listed with a question about what circumstances the attic insulation piece would not be conducted as described and she stated 4 reasons, none of which were about the size of the attic.After getting my questions answered, I decided to sign up before the deadline and I indicated the weatherization work I was interested in which included the attic insulation, and I signed the contract between myself and RISE. The promotional items, the RISE web site, the RISE customer service rep, and the signed contract each stated that the unit owners net cost would not exceed $414,68 and materials and installation are included for the entire weatherization project. Never did anything from RISE indicate this price was dependent upon attic size - even after I had asked about the conditions for attic insulation. On Nov 2, 2022, the RISE workers were at my home doing the work and I received a call from RISE stating that my attic was too large and the cost will now be $772.68. I spoke to *************************** asking him to honor our signed agreement at the original price and he refused. I have the emails we exchanged and we also spoke on the phone. I indicated I believe this is bait and switch. He denied that and the workers left my unit without completing the work. I have not yet received a bill for the work they did complete, but I would like them to do the attic insulation for the original price as our signed contract states. I don't have a copy of my signed agreement, only the blank one, because I filled it out online.

  Customer response

  11/22/2022

  I have not heard from the business in response to my complaint. Before reaching out to the BBB, I tried to resolve my issue with RISE but they refused to adjust their response to me. They have not contacted me in response to this complaint to the BBB. Thank you.

  

  Business response

  08/23/2023

  Dear ************************************************************** hope this email finds you well. I am writing to address the concerns you raised in your recent complaint against our company, RISE Engineering. I want to extend our sincere apologies for any inconvenience you may have experienced and assure you that we take your feedback seriously.
  
  
  
  
  
  
  
  
  Sincerely,

  Customer response

  08/29/2023

  [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,
  
  **** Forest

• Initial Complaint

  03/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We received a virtual home audit in March of 2021. We signed a contract that stated the attic needed more insulation to bring it up to code. Before any work could be scheduled by RISE, they noticed mold in the attic and stated it was my responsibility to mitigate it before any work could be done. We hired a mold company and they treated the mold on or about April 15th, 2021. At that point we contacted RISE that the mold company was concerned with how much mold we had, and they recommended a in-home audit to view the cause of the mold. RISE did not have the home looked at until July of 2021. That auditor said an improper bath room fan, and insulation jammed up against the vents in the attic were the cause. He also was concerned and stated he would flag, and expedite having their contractors come out to install the new insulation. At that point, he told us it was on us to have an electrician come and install the fan. We had the fan installed in October of 2021. RISE asked for documentation that the work was completed from the electrician in November, and unfortunately, they took a month to get the paperwork back, so that was submitted in December. Throughout this entire process it has been a lot of unanswered phone calls and emails. Last week, I noticed the mold had returned in the attic. I called the mold company, and they stated since the work was completed so long ago, and nothing had been done, besides the fan, to correct the problem, they could not honor the warranty. I spoke to a supervisor at RISE, and he informed me that our contract was void as the promotions we signed for were no longer available. He agreed to honor our original contract, but refused to help pay for the second mold mitigation. The original price for the mitigation was 2500$, and the mold company said they felt bad for our situation, and are willing to take 600$ off. I feel RISE should contribute as well, as they were responsible for the delay in every step of this process.

  

  Business response

  03/07/2022

  This has been escalated to management and we will look into a resolution. 

*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. ↩