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:12/01/2023

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 have contracted Helio home to help me update my house with the following:- electrical panel upgrade from 100A service to 200A service - water heater upgrade from a gas model to a heat-pump model - HVAC system upgrade from a gas furnace to a heat-pump Here's a timeline of events:- The work agreement was signed on Sept 8th.- Soon after I had a call with *********************, the project manger to schedule the next steps. During this call ***** told me that the equipment has a 6-8 week lead time(I knew this already) and he suggested we schedule a walkthrough with the contractors on Oct 11 so that the install happens 1-2 weeks after that walkthrough. He also mentioned that the equipment order was already placed.- After that call I had no interaction with Helio Home until Oct 11th - On Oct 11th, a Helio representative shows up with the electrical contractor to do the walkthrough. This is where I am informed that the equipment order was not placed, and that I would still have to wait another 4-6 weeks for it to arrive.- No communication from Helio again, until I email them again on Nov 16th asking for any updates - On Nov 20th I get an email back from ***********************, my sales representative telling me that he will look into it and get back to me - On Nov 22nd ***** replies back telling me that the equipment has arrived and introduces me to ***************** which will be in charge of scheduling the contractors and asking me for availability to start scheduling - On Nov 24th I reply back with my availability - On Nov 29th at 9am ***************** replies back telling me that she is working to get the install scheduled and that she will have an update for me later that day - On Nov 30th I email ***************** asking for an update - It's Dec 1st and I didn't get any email back from ***************** or ***** The communication from the business after I've paid the initial invoice was abysmal. They should update their practices and not leave customers in the dark.

  Business Response

  Date: 12/12/2023

  Hi *****-

  I'm so sorry to hear about your experience with Helio.As an owner of this business, it is always painful to hear when we fail to meet our standards with valued customers such as yourself. I wanted to first, thank you for the your feedback. We are committed to continuous improvement so feedback like this valued at Helio and helps us improve our service going forward. I also wanted to share with you that we have changed many of our processes and policies since you first signed our contract. We have moved to a single point of contact who now owns communication with the customer from the point of signing the contract until we have a successful install. That way customers will always know who to call and will always be interacting with someone at Helio who knows their install and is familiar with their needs. In addition, we have added a number software processes to better track any tasks that might be outstanding so that we can complete them in a timely manner and so nothing will be missed. Finally, we are in the process of rolling out a digital customer portal so both customers and our trade partners are always clear on the status of their project and the next step. 

  I know hearing about this changes after the fact doesn't change your experience with Helio. Nevertheless, I hope it is helpful to hear that we have heard you and we are taking your feedback seriously. I understand we aren't actually fully complete with your install as of this complaint. I wanted to let you know that we will reach out to you and try to make the rest of your experience with Helio as seamless as possible. Thank you. 

   

  ****

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20944922
  
  I am rejecting this response because they say they have implemented better communication protocols, but I am still having issues communicating with them. As we ***************, I have an unanswered message dating back from Friday Dec 8th.

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