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:29/08/2024

  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.

  We submitted for the greener homes *****, this company was one of the options for energy advisors. We have paid for both the pre-evaluation and post retrofit evaluations. The service *** **** came to do the post retrofit evaluation at the end of January 2024, stated our paperwork would be submitted and it could take up to 4 months to hear back. It is now August, I contacted greener homes ***** and they stated it should have been updated by now. I have sent emails, several over the last couple months, and have called and called (both to the service *** and to the number for the company) and have not received a single response. **** had also recommended a company (mom and pop shop) to do our attic insulation, saying the insulation is 100% covered by the ****** He came with the people to do the insulation so might be getting fund from that? But we are $600 for the initial assessment, $200 for the post retrofit assessment and $1500 for the insulation, that has seemingly gone into his pocket. Not to mention the thousands we spent on renovating the house with the expectation that we would be receiving the ***** money from the government. We just want our paperwork submitted to the greener homes ***** so we can get reimbursed for the work we put into fixing up our house.

  Business Response

  Date: 02/09/2024

  Initial advisor has become totally unresponsive.

  Arrangements have been made to have another advisor "re-assess" the home to be able to process file.
  

• Initial Complaint

  Date:08/08/2024

  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.

  In October 2023 an energy audit was completed on my home as part of the new heat pump furnace install and to apply for the HER+ program to receive the government rebate. After the audit was completed I followed up multiple times for copies of the audit and kept getting told it would arrive be sent shortly. After following up with ************ I found out this wasn't submitted as communicated by the auditor and at this point we were coming up to January. The audit was finally filed with ************ on January 23, 2024, the reason I got was because the person tasked with this stated the paperwork was too difficult so they just didn't do it.I followed up with ******** again to find out that my audit had been filed with an address for a home in ******** and had to the be corrected again.On May 22 I was again contacted by the auditor stating that he took the photo of the tax bill incorrectly and they couldn't see the dates on the bill could I send him another copy. This information was requested from Enbridge on May 8, two weeks prior to him contacting me. I emailed a copy the same day as requested.July 3rd I contacted ******** for an update to find out the tax bill I submitted to him was never sent to ********. At this point I phoned his parent company Eco Advantage Energy Advisors and left a voice mail and received no response. I left another voicemail again on July 29th and no response. It wasn't until I sent an email on the 30th of July stating I would be contacting BBB that I received a response. It stated that advisor is now incapacitated and to send a copy of the tax bill to another advisor and they will submit it for my file. I did so on the evening of July 31st and as of today, August 6th that file has still not been submitted to ************.

  Business Response

  Date: 08/08/2024

  Initial advisor has been suspended & in the process of de-registration.

  File was uploaded to NRCan & Enbridge several times, with documentation as requested by applicable party.

  Correct documentation received by **************************** on Thursday, August 1- submitted to NRCan Friday Aug 2 for update- overnight file transfer from NRCan to ******** (Long weekend- Civic Holiday)

  office reopened Aug 6- file submission completed Aug 7.
  

   

  Customer Answer

  Date: 18/08/2024

   
  Complaint: 22100809
  
  I am rejecting this response because:

  While I have confirmed the files were uploaded on the date that the response was filed, it is unknown if we will receive our rebate due to the inability of the advisor to complete the information in a timely manner and complete responses when requested. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/09/2024

  Client has been approved for rebate from ************* $7100, on Aug 23 2024

  Payment Cheque # ******* was issued on Aug 26 2024.
  

• Initial Complaint

  Date:11/07/2024

  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 wanted to enroll in a Gov't/Enbridge Energy Rebate Program. We bought a house and totally gutted it and renovated it. In order to enroll in the program to had to have an Energy Advisor come to your house prior to any renovations and tell you what you would need to do in order to get any rebates, maximum being $10,000. So we had an Energy Advisor come to our house from the Eco Advantage Energy ************ located on ****************************************************. They sent *************************(Energy Advisor) and we paid him $621. 50. Once the renovations were finished we had to call him back so he can verify the work is completed and take copy of all the bills. We paid him another $226.00 and he would send all the information to Enbridge so we can get our rebates plus the initial $621.50. He said based on the work we completed we would get close to the maximum rebate. We haven't heard back, so I called the Company and the Energy Advisor numerous times and neither are getting back to me. I called Enbridge to find out if they had enrolled me in the program and they searched my name, address and file# that the company gave me and said I was not enrolled in the program and that the program closed February 2024 and I was no longer eligible for the rebates. I'm looking for the money we paid the Energy Advisor plus the rebates we are supposed to get.

• Initial Complaint

  Date:17/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 new heat pump and air conditioner installed at my home in 2023, and had an energy advisor complete pre and post assessments to apply for the government rebate related to heat pumps. The final inspection occured in November, 2023. I paid the assessor in full for the services. Since that time I have contacted the assessor on multiple occasions for a confirmation number that the application was submitted. It has been over 7 months without contact or receipt of the rebate I was eligible for. I contacted the heating company that I purchased the unit from advising them the energy assessor was not responding to my emails or calls, and they reached out to the advisor- the advisor then sent me an email saying "I'll get back to you soon". That was months ago, and I've continued to call/email him without further response. I am worried he did not submit the application and that now I will not receive the rebate (which is money I am counting on and am rightfully owed).

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 signed up for the Home Efficiency Rebate Plus program and i had my initial assessment done in August or September of 2021 and paid my energy advisor ************************* $600 for that. My final assessment was done in December of 2021. As per the Enbridge, it takes 3 weeks to finalize the application and back in 2021, it was 6 to 8 weeks to receive the rebate check. I've called Enbridge periodically to inquire about my account and i always get the same answer that my energy advisor has yet to upload the documents and finalize my application. I've contacted **** numerous times regarding the issue, and few times he assured me it was resolved but when i call Enbridge customer service to confirm they tell me nothing has changed and eventually i was told my application was closed because they never received the proper documents. I tried after that to contact his office, I spoke with ****, she told me they part ways with **** but he will stick around to make sure all files are taken care and moving forward ** is the person that will be handling my file. I've tried contacting him several times and i have received no call back or update regarding my claim. I have emails i exchanged with **** showing the work that was done, as well as emails and text showing he's taking care of the file but of course nothing was done.

• Initial Complaint

  Date:29/05/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 June 17, 2023 we had a post audit completed by Eco Advantage Engergy Advisors as part of the HER+ program. The Services were paid for that day by *********. To this day my post audit has not been submitted. Timeline will follow - April 2023 contacted eco advantage for a pre retrofit audit for the HER+ program. Audit completed and paid for by e transfer - June 2023 Recommended upgrades (by auditor) Completed and eco advantage has been contacted for a post audit. Audit completed June 17, 2023 and paid for by etransfer $226 - September 2023 I contacted embridge to check on the status of my rebate. Enbridge has not received my post audit. Contacted auditor and he said he would send right away.-January 2024 Contacted Enbridge and no post audit submitted. Contacted auditor again and he claimed he forgot but would send right away.-February 2024 Contacted Enbridge and still no post audit received. Called auditor and claimed he forgot and would submit while we were on the phone.-April 2024 Contacted Enbridge and still no post audit received. I can no longer get in contact with auditor -May 12 2024 sent email to eco advantage energy advisors because they do not answer the phone.-May 13 2024 Received email back from eco advantage stating they will look into my file because they have a list of people that have had the same issue with my advisor.-Today May 29 2024 I have sent a follow email with eco advantage since it has been over 2 weeks with no updates and no response.This audit was for a rebate for $10,600 from the HER + program and I would like my post audit sent so I can receive my rebate

• Initial Complaint

  Date:26/07/2023

  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.

  The energy advisor **** ****** from Eco Advantage Energy Advisors Inc had been working on my application for my heating system retrofit. Pre-retrofit inspection and post-retrofit inspection are required for Greener Homes program which I applied for both the grant and loan ************ ******* ********* **** did both pre-retrofit and post-retrofit for my case in July and November 2022. The issue is that he never provided the post-retrofit inspection report to me or to the program portal. **** and I communicated mostly through email. I followed up with him after the post-retrofit inspection, he told me he had been crazy busy and would get to my case soon. His last email to me was on Jan 31st, 2023. I had sent him follow up emails and phone calls since, but never got back from him.
  When I recieved notice that my application would expire in a few months last month, I start to follow up again, but I realize he disappeared. I contacted his organization (Eco Advantage Energy Advisors Inc) at the beginning of this month. The ***** ** told me **** is not working any more, he had my case record, but he didn't have the post-retrofit report from **** neither. ** promised to solve the problem by either get the report from **** or come to my place to redo the inspection and charge **** for it. He told me zto follow up with him on July 14th, 2023. I called on July 14th, and a few times after that, ** never answered my phone since. I was able to talk to ***** from his company on July 20th. she told me ** is on vacation, she told me she had the report for me, but later on she told me the report was not completed and she had nothing to send to me. ***** told me she would have everything ready for me and call me on July 24th. but when I called on 24th, and today. No one answerred my call.
  Sorry for the long story. I paid $40,000 for my heating retrofit, and I expect to have the grant and the load from this program. I can provide my email conversation with **** if needed.

  Business Response

  Date: 16/08/2023

  All reports have been provided to client

  File reviewed & submitted to NRCan July 31 2023- completing all necessary work from this office.
  

  Client was rightfully upset that the advisor **** ****** did not provide the documentation in a timely manner. He had moved on to other work, without informing this office there were still outstanding files.
  

  Once client reached out to me, I doggedly spurred **** to submit the required file. Messages were left with client )within 24 hours, expect during the period of Holidays) in response to all messages received from myself.

  His call to ****, was not replied to in a timely manner, as she was attempting to obtain info from ****. This communication lapse has been dealt with.

  The communication from *** to this office was sent to an unmonitored email- which was never intended to provide to persons outside of this organization. The first communication this office received was the letter sent through ****** ****.

  We believe this complaint has been addressed & the issue considered closed.