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:07/03/2024

  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.

  See Attachment

  Business Response

  Date: 07/30/2024

  For context, CHOC Energy holds a contract with PG&E to service customers who qualify for the PG&E ************** Assistance Program. This is a free program for eligible customers. Not all measures provided within this program can be install or provided to customers. Measures are installed on a case by case basis. This program requires us to follow specific rules and policies for each customer we service, and not all homes qualify for every measure. Our staff thoroughly explains this to customers throughout the entire process.
  
  The complaint was lodged by Ms. ********************** located at ******************************************************************************************* I reviewed our internal notes to understand why she filed a complaint, as there were no details provided online.
  
  Here is a summary of our interactions with Ms. ******************* Customer enrolled in PG&E *** program.
  1/26/2023: Install appointment scheduled for home measures.
  2/21/2023: Requested customer evaluation for Repair and Replacement program for her pre-existing inoperable furnace.
  3/16/2023: **** manager assessed the gas/pack unit and determined it was beyond our scope of work due to PG&E and CPUC Guidelines for this program. Additional comments preventing us from performing work:
  
  The units location being more than 60 feet from the street curbside, requiring a commercial-grade crane and a traffic permit.
  The unit being placed on a small roof,hanging over the gutter with tight adjacent roofs.
  Limited access, necessitating a structural evaluation for a new gas/pack unit installation.
  Based on these reasons, the change out was deemed beyond our scope of work due to PG&E and CPUC Guidelines for this program.
  Customer was informed of this at the time of appointment.
  
  7/24/2023: Customer called in and we again Explained to the customer the findings from the **** manager.
  9/21/2023: Customer called PG&E ************ upset about not qualifying for the replacement.
  2/23/2024: Customer called PG&E, customer was referred to LIHEAP for additional resources, and customer expressed her intention to report us (CHOC) to the BBB due to our inability to assist further.
  7/12/2024: Customer called PG&E again,reiterating her lack of heat. The representative explained to the customer the qualification issues, and the customer confirmed understanding.

  I did see Ms. **** reached out to a **** company " *******"  in which she would have to pay for this replacement out of pocket, therefore they are capable of charging her for all work needed to be done to complete this service. We are a non profit organization, that is contracted through PG&E to provide a free energy saving service, and we have a certain budget that we have to follow, with rules and policies. Unfortunately Ms. ****s home did not fit into the allotted amount, and exceeds our scope of work. We have been in contact both over the phone and in person and tired to explain to Ms. **** why we could not provide this service. 

  I hope this information clarifies the situation and our interactions with Ms. ****. We strive to adhere to program guidelines and provide transparent communication to all our customers.

• Initial Complaint

  Date:10/18/2023

  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.

  They came to my house as part of pge energy savings assistance program. They said they were weatherizing. Now my sons bathroom light is not working. Also the light switch covers are now appear to be warped - either too far in the wall or not flush with the wall. They also didnt clean up after themselves.

• Initial Complaint

  Date:04/10/2023

  Type:Sales and Advertising 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 am a tenant and moved into the fair housing property ran by this busniess (CHOC) and the compliance specialst had requested that I paid the full amount of rent and deposit mid month at my move in which should have been a prorated rent but was not I am new to the program both to fair housing and section 8 with two different rules and regualtions. I ask the compliance specialist about my credit she says section 8 will let me know that it will apply to the following month of April which i found to be werid typically when signing a new lease and moving in the middle of month it should have been prorated but not in this case. I since moved in and experience mutiples issues with my unit and with leaking roof and no heating with rain worms entering from the crack floors and my carpet being soaked. I had inform section 8 about the issues which then section 8 had inform the complicance specialst whom i reached out and had a phone conversation with she had told me from this day forward not to speak to section 8 about any future issues with my unit because they will not get paid and when i ask her about my credit for the next following month she then pushed it back to May and told me just wait I explained and said that I will reach out tu section and ask the correct amount as it was not fair for me to keep paying and waiting for my credit from the prorated rent in march, when i mention of this the complicance speicailist then proceeds to tell me that if I do that I will **** her off and everyone off which i was shock in her reponse and treatment. The next day I decided to adress this mistreatment and the unethical business she conducts she then shut me off immediatelty and requested that i stop communicating with her and since this she has been fabricating false allegations against me in retaliation that I am interogating and harss the property staff maintnence and contractors. she also wrote me a lengthy email cover her tracks and defending herself back tracking and retracting her statement. unethcal and shady and not okay she restricted communcations between me and property management and inflict fear and attacked my mental health as unahppy tenant.