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:05/13/2025

  Type:Customer Service 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 signed up with revise to have heat pumps installed in our home. We secured a loan through cape cod five and were supposed to get a rebate from mass save. Revise came to the house several times for planning before the installation of the system. When the crew showed up they made a complete mess not installing the feed and return lines as discussed they ran them all over the ceiling of the garage installed the condenser in front of a window drilled holes in exterior wall left exposed lines in the dog area it was a mess so we had them come back they fixed some of the problems but not all. They also discovered that the unit in the attic was not installed properly and was blowing heat in the attic for months. They said they needed the past 6 months of electrical bills and they would refund us the money because of improper installation. This has been going on since November of 2024 and now they are telling me they did a review and we are not receiving any money back from our electric bill and we still havent received our rebate check also they are not going to move the condenser from in front of the window.

  Customer Answer

  Date: 05/24/2025

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 05/28/2025

  We are very sorry to hear that your experience with Revise has not met your expectations. We acknowledge there were some initial challenges with your installation and we have since returned to address and remedy those issues. We have not received any documentation regarding your electric bill and usage but are happy to discuss resolution. We also reached out and received confirmation from the program that your rebate check was in the final review stage and should have been issued last week. We expect nothing short of exceptional customer service and will follow-up to make sure all outstanding issues are addressed to your satisfaction. Thank you for your business. 

  Customer Answer

  Date: 05/28/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/23/2025

  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.

  This company started an insulation job but couldnt finish because a plumbing problem had to be corrected They indicated that the insulation was no complete because of this problem The insulation was completed once the plumbing problem was corrected but revise has continued to give me the statement that the insulation job and the plumbing job are not done I need a statement that the insulation job is done to send to the mass energy company to get a loan so to pay for my window replacement This whole thing has dragged on for months

  

  Business Response

  Date: 01/27/2025

  Dear ****,
  
  Thank you for reaching out to Revise.  We recently responded to your questions related to a Certificate of Completion in order to apply for a rebate. Please let us know if you need anything further.  We appreciate you choosing Revise!
  

• Initial Complaint

  Date:01/21/2025

  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.

  I purchased a ******* mini split system from them in 2017. It came with a 12 year warranty from ********. They will not honor it. They did the original installation and told me they would no longer service my system or warranty,

  

  Business Response

  Date: 01/27/2025

  Hi ****, we are very sorry that the service experience you have received from Revise has not met your expectations. Revise warranties and guarantees our installs for 1-year from installation per your contract to cover all parts and labor. Your system, installed 8 years ago, comes with a manufacturer's 12-year warranty on parts. As is typical in the industry, these manufacturers' warranties do not cover diagnostics and labor costs for installers. We are happy to schedule a technician out to inspect your equipment and diagnose the issue but this is not a free service. If the issue with the system is determined to be an equipment failure covered under the manufacturer's warranty, the cost for that part replacement will be free to you but not the labor. Please let us know how you would like to proceed.
  
  

• Initial Complaint

  Date:09/21/2024

  Type:Product 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.

  Woefully, On August 29, 2024 malfeasant **** from Revise vandalized a board at the side of my house near the roof with a very loud electric saw which caused a burning smell and a crowbar and removed an aerator from my bathroom's sink causing water to splatter everywhere. He also cut a hook off of a leash rack in the ********** the attic Lamentably, I found a new copper wire from Revise with no plastic around it protruding from old pink insulation on the floor of the attic. The new copper wire should have been in a conduit or plastic encasing. Lacking this the live unwrapped wire when heated could easily cause a fire on the floor of the attic in the insulation. I feel employees of Revise want to vandalize and devalue my house and cause it to catch on fire so they can buy it at a low price later.

  Customer Answer

  Date: 10/02/2024

  I have not heard from the business in response to my complaint.  Moreover, I have found 3 places, in the basement in the attic and at the side of the building where an electrician from revise did not cover copper wires that should have been in plastic conduits or covers to prevent fires.

  

  Business Response

  Date: 10/08/2024

  Thank you for reaching out about your concerns related to work done at your home.  Our program manager is scheduled to visit and review your concerns in person so that we can review the work and provide any assistance needed.  We appreciate your business!

• Initial Complaint

  Date:08/27/2024

  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.

  This company works with mass save who gives *****s to change to energy efficient products the gentleman came and did an energy assessment I am going to get a ***** for a heating system he told me to be eligible for the program I would have to replace five of my windows for the price of $8000 and he gave me the card of a window company he insisted it was the cheapest company and was very insistive I use that company I checked with the mass save program and the assured me it was not necessary to replace the windows to qualify I guess they contacted revise and now the revise company and I still need this job done now they wont take my calls or return them im having a hard time finding another company that works with ma save to do it I would just like them to send an honest person here and do the job

  

  Business Response

  Date: 08/31/2024

  Thank you for reaching out and providing your feedback.  We are committed to resolving this matter with you. Revise is happy to come back to your home and do an additional assessment to ensure your satisfaction and a clear understanding of next steps with the program.

• Initial Complaint

  Date:06/27/2024

  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.

  The work that was assessed was to be done on Monday June 17 with crew arrival between 8am-9am. At 9:30am I called revise because I wanted to verify the date and time. (No big deal, but just a heads up would have been great). They show up at 10:30 with no phone call and we give them a tour of the house. The had to borrow my husbands drill and also borrow some batteries to perform their tests. We gave them some waters due to the temperature outside and left them alone. Later, they stated they did not have the necessary tools to do the job and would need to reschedule. We rescheduled for Friday June 21, and another PTO day.I spoke to revise and voiced my concerns just saying we were disappointed in the lack of preparedness and that I was frustrated that a job that was supposed to take one day would now take two. Revise called me again on Wednesday saying they had no trucks for Friday and that I would need to reschedule. I said that wasnt really ok because we are waiting for the unfinished prep work to be completed. Friday comes around and they show up at 930. They do the work, and they leave by 1145am. I am very disappointed in the work that was performed and also conflicting assessments from them that did not match the original assessment. The insulation was not completed in certain spots in the basement. What was done, was done sloppy and left a mess everywhere. Drill holes in the furnace ducts and the water heater ducts were not covered with aluminum tape. My ceiling vent in the shower is now hanging down with insulation poking out into our shower. I am going to have to spend extra money to have a professional come in and do the job correctly. I feel terrible for complaining but I feel like this cannot go unsaid. A field manager was supposed to evaluate the work but ended up needed to reschedule 3 days before. I understand things happen but if these are the standards that revise follows, then I would never recommend this company to anyone.

  

  Business Response

  Date: 06/30/2024

  Thank you for taking the time to share your detailed feedback about your recent experience with our service. I sincerely apologize for the inconvenience and frustration youve experienced. Your feedback is invaluable and highlights several areas where we need to improve.
  First, I want to acknowledge the issues you faced with our scheduling. It is unacceptable that our crew arrived late on June 17 without prior notification, and that you had to reschedule multiple times. We understand the importance of respecting your time and the inconvenience caused by taking additional PTO days. We will review our scheduling process to ensure that communication is clear and timely for future appointments.
  Regarding the preparedness of our crew, it is not standard practice for them to borrow tools or materials from our customers. Our team should always arrive fully equipped to complete the job. We will address this issue with the crew involved and reinforce our policies to prevent this from happening again.

  The quality of work you described is far below our standards. The incomplete insulation, the mess left behind, and the holes left open in your furnace and water heater vents are unacceptable. 

  As for the conflicting assessments and the issues with your ceiling vent, we understand your disappointment and frustration. We will conduct a thorough review of the assessments and the work performed to understand where we went wrong and to ensure consistency in our evaluations and services in the future.

  To address your concerns, I would like to offer the following resolutions:

  Immediate Rectification: We will send our Field Manager to assess and correct the issues at no additional cost to you.
  Full Refund: For the inconvenience and poor service, we will refund the full amount charged for the work.

  We deeply regret the negative experience you had and are committed to making things right. Please let us know if the proposed resolutions satisfy your concerns, and we will take immediate action.

  Thank you for bringing this to our attention. We hope to regain your trust and demonstrate our commitment to excellent service.

  Customer Answer

  Date: 06/30/2024

  [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

  Date:06/19/2024

  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.

  MA Save Energy audit sent REVISE to complete audit, HVAC component or team offered MA Save Heat pump no interest for 7 year payment plan and 10K rebate to make cost of system approximately 7K, told this program was contingent on other fixes to home to make it energy efficient (insulation and plastic barriers under house), salesperson said I needed "bridge" loan for 10K which would be paid back once MA Save program sent rebate of 10K (which seemed odd given I had to use an approved heat loan bank, I selected Berkshire, went through process and received the 7 year no interest loan to cover what should have been cost of heat pump system - about 7K) but was approved for 10 year 10K ***************** loan same day as salesperson visit - not divulged was the accruing of interest on this so called "no interest" for 3 months Good Leap loan for 10K - I was already upside down on this loan while REVISE had two teams come out to perform work on what was told was essential to get the 10K rebate from MA Saves, delays lasted based on staff quiting, teams saying conflicting info and eventually it is now June and I am still waiting for this 10K MA Saves rebate (apparently it was re generated to correct mailing address). No idea what the 10K "bridge" loan was really for and it is at 15% interest, no clear explaination at the end of install as I have the 7 year financing, why was a loan needed - I now have over $580 in interest added to this useless loan and want REVISE to pay as they delayed excessively the rebate based on both conflicting appointments to address fixes visits (can provide details on that if needed), and I have no clear reason for needing to get a bridge loan when my credit is both excellent and I quickly had a bank process and implement the heat loan program.

  

  Business Response

  Date: 06/26/2024

  We appreciate you reaching out to us to give us a chance to resolve this issue and clear up any miscommunication. Revise follows standard processes and procedures as a certified Mass Save partner. It is not uncommon for customers to acquire bridge loans to cover the refundable delta expense of the whole home heating system replacement cost up front as the Mass Save rebate program can take several weeks to months to process and receive reimbursement. It sounds like the bridge loan was offered as the 10K rebate portion from MassSave is not allowed to be financed. Unfortunately MassSave only allows you to finance the non-rebatable portions resulting in that $10,000 due through another means. In your case, Good Leap was used to provide the $10,000 that Mass Save would not finance. In addition, the Mass Save rebate program has requirements for completing a home energy assessment by certified auditors to inspect the condition of the home for energy efficiency, health and safety barriers, etc. In order to qualify for the Mass Save rebate for a whole home heat pump replacement, customers must go through this standard process, which often results in weatherization/insulation requirements being completed for eligibility. Revise worked with you to define these requirements and get them completed prior to submitting the application on your behalf for the Mass Save rebate. The rebate process had a number of schedule delays, notwithstanding the address of the completed work does not receive mail and therefore could not be sent the rebate check. Revise worked with you and the Mass Save rebate program office to remedy this situation and a check has been delivered to the local post office for pick up. To date, Revise is unaware of any quality issues or complications requiring return visits to the home due to installation of services rendered. Revise is happy to work with you on any interest generated on loans due to delays within Revise's control. 

  Customer Answer

  Date: 06/29/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  While I appreciate that ***************************** at Revise is working to try to expedite this still missing (though claimed mailed and I should have had it by now per MA Save apparently) rebate - the issue of why did was the heat pump installed so quickly after the initial consultation and my bridge loan approved instantly, when it was apparent from the first of three Revise team visits, that I would not be able to qualify for this 10K MA Save Rebate unless the energy audit fixes were done (plastic in crawl space and apparently another layer of insulation in small un accessible attic area). What Revise told me at the first team visit was that they found mold in the attic area and would go no further citing health concerns, yet no on initially on my energy audit bothered to mention this as a major possibility and issue that would hold up the rebate - this was and is an closed attic area, and the eventual remediation of it, was using a blower to add some insulation without anyone having to go up into the area (I had to pay a mold remediation company to actually do that and since Revise was going to also vent the shower fan through the ceiling not just into this attic area (which I acknowledge the venting to the attic area is a major mold factor). however on the third visit of Revise to actually do the plastic sheeting and spray in the extra insulation - they said they could not do the roof venting as they didnt realize there was another wall to go threw to create other out in the three months the bridge loan claimed was "no interest" and no loan due - the delays are not all what was wrong with the house, but what Revise was advising and would or wouldnt do based on factors not known to me to address that would hold up the 10K rebate for months, and the change in employees handling the rebate program (******* clearly was and is playing catch up on *****'s rebate it seems). I need to know that Revise is willing to issue some compensation for the interest generated on this bridge loan, as they have alluded to in the last BBB post, but not specified - to consider this matter closed (assuming this rebate ever does show up but that is now apparently the domain of MA Save). In my assessment, I would never have had the Heat Pump system installed without having had the fixes done to qualify for the rebate had I known this bridge loan was a high interest time bomb that started ticking on day one of install of the heat pump - The subsequent delays in getting the house compliant and the conflicting and scheduling issues for work with Revise would have been mute points had they not installed the Heat Pump System in my opinion.
  

   

  Regards

  *******

   

   

  

  Business Response

  Date: 07/11/2024

  Thank you for your response regarding ******* trying to assist you.  ******* has followed up with you to ensure you have received payment, which we would expect this week.  Also, as previously mentioned, Revise, Inc. is happy to work with you on any interest generated on loans due to delays within Revise's control. We certainly appreciate your business, please let us know if this is acceptable to you.

• Initial Complaint

  Date:02/21/2024

  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.

  As part of the MassSave program, I had Revise come out and do an energy assessment. They found that the walls needed blown in insulation, and generated a quote, which MassSave would pay for.The terms of service held that Revise was responsible only for one coat of plaster covering the holes drilled in the plaster, but that finish coat and paint were the responsiblity of the customer.The first hole they drilled revealed existing insulation, no further insulation needed. Rather than stopping work and reexamining the walls, they proceeded to drill large holes in each outside wall, finding existing insulation throughout. Obviously, their audit and assessment was flawed, and the damage to the walls was unnessesary. Unfortunately, rather than stop at the first hole, which seems like common sense, they drilled holes in all the walls.I asked why, and the gentleman said they didn't have the proper equipment in the truck to redo the assessment. I asked why they didn't find me (nearby in another building on site) to discuss, but he just shrugged his shoulders.Had new insulation been necessary, I would have paid for the repair and repainting myself. Since it wasn't, and the damage was due to their negligence, I want them to pay for the repainting; I obtained a number of quotes. The best combination of price and quality was $2,500.The paint is a ***** ****** Suede, no longer available. Equivalent paints need some skill, not a handyman. A mere patch will be obvious; the entire walls need repainting to hide the damage.Their first offer was to send a handyman by, not a professional painter. The next and final offer is $500 toward the repair and repainting.

  

  Business Response

  Date: 02/22/2024

  Hello, We are sorry this customer is not happy with our visit to his home. We had to drill several holes in the walls in order to determine if insulation was needed in any area of the home. Sometimes there are some areas that have insulation, but others do not.  Occasionally, the advisor who performs the audit cannot see existing insulation and we discover this when we go to do the work and open up the walls.  We did offer to send our handyman out in an effort to please this customer or $500 and he refused.  We sent out the field manager and the director of field operations to view the work.  They determined the patches were sufficient. Our lead vendor, *****, who inspects our work to ensure compliance with the Mass Save program also spoke to this customer in an effort to resolve this. The customer knew in advance that the walls would need to be repainted and that this was his responsibility. The disclosure the customer signed clearly states this. Our offer to give the customer $500 toward the cost of the repairs stands, but there is nothing further we can do. 

  Customer Answer

  Date: 03/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as ******************************** chief, when he was leaving the site after drilling and patching the holes, said they didn't have the proper equipment with them to rescan the house, and that would involve sending another crew to do a more accurate assessment. Nothing was said about occasional inaccurate work. He just said they made a mistake, and he should have stopped. 
  
  There is nothing extraordinary about the house, and they should have detected insulation. Failing that, they could have drilled a " hole in an inconspicuous spot and found insulation present. They didn't need to make the large holes throughout. 
  
  Then, they never sent out the field manager and the director of field operations to view the work, so they could not have made an assessment.   I never spoke to anyone from Adobe.
  
  Revise is just making things up. Polite for lying. They never came on site to examine the damage, so their response is an entire fiction.
  
  I would have been happy to repair the damage if in return I got insulation. The damage was not that, but akin to vandalism. They need to make me whole. 

  

  Business Response

  Date: 03/11/2024

  Revise apologizes for this customers experience with our company.  This is not the image the company has worked hard to build.  Revise will issue a check to the customer for $2500 to cover these costs and to resolve this complaint.  Please ask the customer to contact us should he have any questions. 

  thank you,

  *******

• Initial Complaint

  Date:02/15/2024

  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.

  They took my money gave me no paperwork told me i didn't qualify been calling them get nothing from main office salesman doesn't follow threw with call backs

  

  Business Response

  Date: 02/16/2024

  Hello, this customer was denied financing. We have initiated the refund for the deposit and the customer should see it soon.  

• Initial Complaint

  Date:01/30/2024

  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.

  On 9/21/2023, a revise rep came to my 3 fam home to do an energy audit. He went through my apartment quickly, and the basement and told he would write everything up. He never went into any other apartment but charged ******** for all 3 - He spoke quickly and evasively and told me to sign the docs he was sending to begin scoping the work. Instead of mine, I received documents from his other customers. He resent docs - No description of ********* came. One day some roofers showed up to replace *******. I had no idea - now , they want to replace my heating system and there are no documents. No work on other jobs quoted. It seems fishy scam on MassSave and taxpayers. Someone should investigate this company

  

  Business Response

  Date: 02/01/2024

  Hello,in regards to the complaint from **************, we are sorry she was not satisfied with our visit to her home.  The Advisor was there for an income eligible home energy assessment.  The other 2 apartments in the building were not income eligible. Also, the advisor could see that the rim joist had been previously insulated and saw Mass Save stickers, indicating that an audit had been previously done at this property. There was no need to go into the other 2 apartments. The customer also would not allow the advisor to go in to part of the basement because she had many caged animals in a separate room.
  
  Regarding the roof leak, when the advisor was there, he was told by the customer that the roof was leaking and saw a bucket to capture the leak.  The program includes roof work, so our advisor told her she qualified for roof repairs at no cost to her. This is also true for work needed on the heating system. We reported the roof leak to the program, who then dispatched a roofing company to assess and repair the work needed to stop the leak. Our understanding is that she told the roofing company that she did not need any repairs.
  All of the documents provided to the customer are attached.
  
  The program this homeowner is eligible for includes the home energy assessment with *************** measures, which she declined to take (faucet aerators, low flow shower heads, power strips, etc) The income eligible program has specific requirements regarding sharing information with customers, so we could only give her the attached documents.  We do not give quotes or any documents that have financial value because there is no cost to the customer.
  
  ****************** takes pride in our work and reputation in the communities we serve.  This advisor is disappointed that she did not have a great experience as he takes pride in his customer service skills.   I would be happy to have the department manager speak to this customer directly to further explain the specific details of this program to her including details for HVAC work that is needed in the home. Please let us know if the customer is open to a telephone discussion to clear up any confusion surrounding the program and what we offer. 
  
  Thanks,
  *******

  Customer Answer

  Date: 02/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  1- Was NOT an "income eligible assessment" - in fact Revise agent was later surprised by that information. (you can see this in the MassSave reply for an assessment) 
  2. Revise agent: ******************* was ok with the birdcage in the room but had enough information about the insulation so did not go in- welcome to go in now - in fact I had keys to all apartments as ******** told me all of them would be assessed. 
  3. Roof repairs: one day, I came home and there were several cars parked blocking my driveway. They were looking for the roof to replace. I have a leak around a chimney - I did not have any information Revise was going to replace the entire roof- there was no notification or information regarding the leak repair. I thought they had the wrong house. We called REvise and they indeed wanted to replace the whole roof - I was surprised given the leak was in one isolated location on one side of the chimney. In any case, they said they would follow up looking at the leak as they could do nothing to replace since I have solar panels (wonder why that was never conveyed to them in the first place?) I haven't heard anything regarding this issue from Revise since. 
  4. "home energy assessment with *************** measures, which she declined to take (faucet aerators, low flow shower heads, power strips, etc) " - Never offered other than the power strips
  5. "I would be happy to have the department manager speak to this customer directly to further explain the specific details of this program to her including details for **** work that is needed in the home. Please let us know if the customer is open to a telephone discussion to clear up any confusion surrounding the program and what we offer. " I have asked on numerous occasions to deal with anyone else but *******************. No one else (other than the manager who spoke to the roofer and secretaries trying to schedule the **** work) has ever contacted me. 
   

  

  Business Response

  Date: 02/06/2024

  Hello, *********************** will reach out to the customer directly to address her concerns.  He is the Field Manager for the advisors and is very knowledgeable about the program.  He will be able to address the customers concerns and questions about the program.  

   

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Agi