Complaints

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• Initial Complaint

  Date:28/12/2023

  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.

  In January *********************, from Cambridge Comfort Home Service Inc. approached me with the following words (originally in Chinese, attached): Hello, Happy New Year. The government is currently offering a subsidy of at least $3,075 for insulation and air sealing, which basically can cover all the costs with some left over. If your house was built before ****, it essentially qualifies for the subsidy. Rental properties can also apply, with the landlord receiving the subsidy. Adding insulation can solve problems like the second floor being hot in summer and cold in winter, icicles forming on the exterior of the house, and so on. I passed this information to my husband and we agreed to move forward with it as we trusted the government would cover all the cost. We paid a total of $2705 for this project. However, the rebate we received was $1400, only about half of what we paid. My husband complained about it and they sent back $400, but we still paid over $900 from our pocket which was due to this company's misleading and deceptive information. Therefore, I believe they should send $900 back to us. In addition, this company has been posting a lot of this type of advertisement in ************* and Wechat groups in the ****************** which is very harmful and should be stopped.

  

  Business Response

  Date: 23/04/2025

  This translation had been made in a different way: 

  1.and we never made any presentation to any of our customers but in fact, we told all the customers perform there own research through *****'s official website-- there had been no subsidy but an energy rebate; as a home owner if choose not to do there own research ,they have to take the responsibility by themself;

  **** order to get the rebate, they need perform the energy audit before and after the upgrade, obviously it is the energy auditors responsibilities to explain to the customer see how much rebate they can get, nobody will know till the final audit been performed, also, they should have the energy audit report from the energy audit organizationI suggest  BBB asking for a copy of this audit report; 

  **** any documentation or file or any policy from the government promising home owner to get a free upgrade for house insulation done through this program, They wish they can get this upgrade done with FREE, we can't change the policy;

  4. They understood the benefit for the upgrade but they don't want to pay for it,

  5. In order to satisfy the customer and avoid any noise from the market, we Refund the $400 for the cost of air sealing which we don't have to do, but obviously they are not happy with the compensation.

  
  

  I passed this information to my husband and we agreed to move forward with it as we trusted the government would cover all the cost. We paid a total of $2705 for this project. However, the rebate we received was $1400, only about half of what we paid. My husband complained about it and they sent back $400, but we still paid over $900 from our pocket which was due to this company's misleading and deceptive information. Therefore, I believe they should send $900 back to us. In addition, this company has been posting a lot of this type of advertisement in ************* and Wechat groups in the ****************** which is very harmful and should be stopped.

  
  

  6. They are trying to damage our business since we can't satisfy them.

  
  

  
  

  Sugestions: Please be aware that more and more new immigrant families came to ****** during the past 2 decades, they believe they can get a lot of benefits from the ******************* but they never know and they don't want to know where the money come from, they should really try their best to start knowing this country and regulations, it is not a language problem but an attitude facing the new working and life environment. Otherwise BBB and today's social media will become their tool of greedy.

  
  
  

  Customer Answer

  Date: 23/04/2025

  Complaint: 21066513
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  ***** Ji

  Customer Answer

  Date: 29/04/2025

  Cambridge Comfort **** approached me with misleading information to gain my business again and again. Please see below what they said to me the first time was in January 2023, and the second time was in November 2023. They use government compensation as a lure to attract people who do not have plans or budgets for such projects. Cambridge Comfort **** should be held responsible for its dishonesty.