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:12/30/2024

  Type:Product 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 have been trying to collect a promised $500 Rebate for the new furnace that I purchased since March 29, 2024 without success! I purchased the new furnace and air conditioner from ********** ****************** located at: **************************************************** for $13,889.00 on March 29, 2024. The units were installed properly and I am happy with them. When I agreed to the purchase, it included a $500 Rebate from UGI (dba: EFI, P.O. ******************************************************). Since making the purchase I have communicated by phone and email with EFI at least six or seven times without success. Each time they tell me, "Your Rebate #******* has been approved and it is going through the final quality check. You should receive your check in 6-7 weeks!" They have told me this four times now! Through the entire process, Neffsville P&H has not been any help at all! I truly believe this is a scam!

  Business Response

  Date: 01/03/2025

  Hello ******* ******** Jr., 

  I want to begin by expressing my sincere apologies for any inconvenience this has caused you. 

  I have taken the time to review the original application, supportive documents, as well as all email/phone correspondence. 

  We originally received your application on March 22, 2024. This application was for a furnace and thermostat. The Data Processing Team reviewed it and found that we needed additional information.
  Rebate ******* is for the Furnace and we needed a complete model number to be listed on the invoice from the contractor.
  Rebate ******* is for the Smart Thermostat and was denial due to not being energy star rated. 

  In May 2024, a letter was mailed out to the address that was listed on the application.  
  We received a call from you and that is when you provided the correct model number over the phone. We notated the information but as per program rules, we needed the complete model number listed on the invoice from the licensed contractor in order to move forward with the rebate process.  
  On 6/10/2024 we received an email with an invoice attached but the model number was not correct. We finally received the complete information on 9/19/2024 
  Rebate processing time for this program is 8-10 weeks after we receive all supporting documents. 

  Due to the holiday our finance department is closed so I'm not able to provide a more accurate date. But as for rebate ******* is approved and now scheduled to be mailed out on our next closing date. 

  If you have any questions, please reach out to us.

  Thank you for your time and consideration.  Sincerely,

  ****

• Initial Complaint

  Date:02/19/2024

  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.

  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,

  ***

  Thank you for the response, but this just seems like another stall tactic. My HVAC contractor and I have sent information every time requested. I have been on hold on telephone call after call and on hold on the chat line over and over. You have everything you need including the Certificate of Product Rating sheets you requested. Why not send me the rebates as opposed to putting me on hold again?

   

  Business Response

  Date: 02/20/2024

  Good morning ***************************,

  This rebate was uploaded to our system on October 13, 2023. After reviewing this complaint, I ask that you allow me a few days to look into this for you. I understand your concern and the urgency of this matter. So, moving forward I will be your point of contact and I will do my best to get to the bottom of this situation.
  
  Thank you for your patience and time,
  
  ****

  Business Response

  Date: 02/28/2024

  Good morning ***,
  
  
  I have had time to go over all of your documents, including all of the notes attached to your rebate application. After further review, neither the thermostat nor the central air conditioner qualifies for the rebate program. Below I have listed the program requirements: HVAC Program
  

  Central air conditioner 
  Residential single-family customers may qualify for two (2) central air conditioner rebates.
  

  City Utilities electric residential, multi-family, and residential new construction customers who purchase and install an ENERGY STAR labeled central air conditioner may qualify for a rebate of $400 - $500, based on the efficiency:
  
  Central air conditioner - must be between 2-5 tons.
  Rebate $400 - SEER 15 16 - 17 18 or higher; EER 12.5
  Rebate $450 - SEER 16 - 17; EER 13
  Rebate $500 - 18 or higher; EER 13

  I do apologize if this result is not what you were expecting.  

  Thank you for your time,

  ****

  Customer Answer

  Date: 02/28/2024

  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. 

  [My HVAC ** installed a 2 ton a 3 ton and a four ton air conditioning units, all units are 15 seer. These units clearly meet your own information you sent in previous correspondence. Please send me my rebates.
  
  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:11/14/2023

  Type:Product 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.

  In reference to complaint #********

  During my initial phone call on 8/11/23 customer service determined that the receipt was in fact legible and the rebate would be sent for processing. During the 4 follow up phone calls I was told the same thing, that it was legible and would be sent for processing. I will accept the businesses intent to process this however they have failed to do process the rebate 5 different times to this point.

  I would like written confirmation when the rebate is actually processed and not pending. 

  o call back. On 10/2/23 I called and was told the same thing but then was told to send a UPC# since the receipt did not have a model #. There is no UPC on the box, manual, receipt, or on **********s website. On 11/2/23 I called to check the status and was told to send a clear receipt with model #. I explained all of the info I provided over the last 3 phone calls. That rep was sending a note to the processing center and would personally call me on 11/8/23 before 6pm to give me an update. I did not receive a call. On 11/14/23 I called a 5th time and was told a note would be sent to processing. I asked to speak yo a supervisor. After waiting 25 min I was asked to wait 1-2 more min and they would be right with me. After 20 more min I was left on hold. I have provided all the documents required to receive this rebate but it has still not been processed 4 months later.

  Business Response

  Date: 11/15/2023

  Good morning,

  Thank you for reaching out to us regarding your rebate. The receipt that you attached to this complaint was legible so we were able to process the rebate and it is now pending. We attached the original receipt that was submitted with the rebate application that was not legible so we were not able to confirm the sku number. If you have any further questions please contact us at ************.

  Thank you,

  ******

• Initial Complaint

  Date:10/07/2023

  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.

  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. 

  I am confused because ******, in her response, said by refund was actioned on Oct 6.  However, I received a phone call attempt and an email from ****, requesting the tracking number so that he can action the refund.  I would like to see the receipt showing that the refund was actioned and then we can resolve this case.  I attached the email from **** and my response to him. 
  
  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,

  *******

   

   

  Business Response

  Date: 10/09/2023

  Good morning,

  The refund for your thermostats was refunded on Friday 10/6/23. It can take up to 7 business days to reflect on your bank statement. We apologize for the inconvenience this has caused you. We had a ticket in with our IT department. We switched over to a new system and we experienced some issues. If you have any further questions please reach out to us.

  Thank you,

  ******

  Business Response

  Date: 10/10/2023

  Please see attached receipt 

• Initial Complaint

  Date:10/03/2023

  Type:Billing 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.

  [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,
  
  *****************************

  Business Response

  Date: 10/09/2023

  Good morning,

  We apologize for the timeframe it took to receive your rebate check. Your check was put into the mail on 10/3/2023 for the amount of $10,0000. It was mailed to *********************************, ********** ** 01930. If you have any further questions please reach out to **.

   

  Thank you,

   

  ******

• Initial Complaint

  Date:09/25/2023

  Type:Product 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.

  [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. The one addendum to my acceptance of the business response, is dependent on whether I actually receive the $625 rebate check. I've read about many others experiencing issues with EFI's rebate processing that included prolonged delays, as long as 6 months, from the point the rebate was approved to the time they actually received the rebate check. A ************ article is attached that documents just some of those complaints. Their response is certainly acceptable, my acceptance is simply contingent on whether they follow through with their proposed resolution. 
  
  Regards,
  
  *************************** *** said "Thank you for the **** certificate *** you email it to us including the invoice of the contractor that did the installation for you to that email address ************************************************* and cc ****************************** put the reference number (*******) in the subject line." I resent the documentation. I stressed to *** that I "just wanted to note again the online rebate submission doesn't ask for for a contractor invoice as required documentation for the $625 ductless mini split rebate." I attached screenshots of the online application where it specifies required documentation. It requires three documents: "A copy of dated receipt/invoice showing Manufacturer, Model #, ************ of Purchase. A copy of your *************** Bill **** Certificate." Nothing related to contractors invoice. Same day, 9/23, ****************************** emailed me acknowledging receipt of **** certificate, still demanding a contractor invoice. I replied, once again attaching screenshots of the online rebate application, pointing out that a contractor invoice is not required. Supporting documentation below

  Business Response

  Date: 09/26/2023

  Good afternoon,

  
  We apologize for the inconvenience you have experienced with your rebate process. 
  
  This rebate was uploaded to our system on July 30, 2023. After reviewing your original documents, we needed additional information. At that time, a Non-complaint letter went out to you. The letter stated that we needed you to provide a completed installation invoice for your purchase showing the complete model number, installation date, contractor information, and payment as per program rules. We also needed the **** number that includes model numbers for your condenser unit and evaporator coil. Lastly, we needed the contractor invoice showing the installation of the heat pump system. I was able to find the email that you sent with all of the supporting documents that we requested.
  
  Moving forward, rebate ******* has officially been closed and accepted on all platforms and is pending payment for $625.00. We expect this rebate check to be mailed out to you soon.
  
  We hope that this resolves this matter, but please do feel free to reach out to us for additional assistance if need be.

  
  Thank you.

  
  ****

• Initial Complaint

  Date:08/28/2023

  Type:Product 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.

  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. 

  Please see attached document titled Heat_Loan_Intake_form.pdf - this was the document Mass Save provided to me after performing my home energy audit on November 10, 2022. It clearly states my site ID, my address, the date it was performed, as well as my "Existing Heating System" which documents that I have a "Non-Condensing Boiler". I emailed this to EFI twice (on July 26, 2023 and August 11, 2023) as directed by the phone operator. I also have attached pictures of the before and after, which I also had to submit to Mass Save to prove the work was completed. The first three images are of the original boiler and where it used to be. The last image is of the new boiler. 
  
  
  Regards,

  ******

   

   

  - I call EFI again to check status. I am told the same thing as July 26, I email my paperwork for a second time. Upon speaking with new company, they say EFI is still responsible for handling my rebate since it was submitted prior to 7/1/23, and that what EFI told us was outright incorrect. Furthermore, no information is being transferred to the new company from EFI. August 28 - Received $200 check in the mail. Called EFI, was told the same thing as the prior two times about resending paperwork. We asked to speak to supervisor 3x, placed on hold 3x, but never transferred. They did eventually offer to transfer us to the new processing company which we knew was incorrect and not going to help us. We were offered no other options. We even asked if they could confirm receipt of the emailed documents to which they said it would take several hours for them to receive and that the operater we were talking to did not even have the ability to see it, nor did he have the ability to transfer us to someone who could.

  Business Response

  Date: 09/01/2023

  Good morning ******,

  
  I want to extend my apologies again for the lengthy processing time with your rebate application, I have taken the information and the supporting documents that you provided, and forwarded them over to the new processing center. They confirmed that they will be reaching out to you soon. Below I have added all of their contact information just in case you need to reach out. 

  
  Resource Innovations
  ******************************************>PO Box #***
  *********, ** 02476
  ************
  *********************************************** 
  
  Again I truly apologize for all of the inconvenience.
  Thank you,
  *********;

  Business Response

  Date: 08/30/2023

  Good morning,

  We apologize for the inconvenience you have experienced with your rebate but hope that this information helps.

  Your rebate was uploaded into our system on Jan. 21, 2023. After reviewing all of your documents, we were not able to confirm that you were replacing non-condensing to condensing, which is a Tier 2 rebate for ($2000).  As per program guidelines: For Tier 2 rebates, the customer must have had an *** performed in the last year from rebate installation to qualify. If they haven't, they need to schedule a 'Special Home Visit' to have an auditor re-visit and confirm their eligibility. They can do so at masssave.com/getverified. The *** (Home Energy Assessment) audit number that was provided in your original application, confirmed that the *********** Hot Water Boiler 95% ADUE was Replacing Condensing to Condensing. Customers replacing existing *********************** systems are not eligible for higher incentive levels. Therefore we were not able to approve you for the Tier 2 rebate but instead, we were able to approve you for the Tier 1 rebate in the amount of $200. 

  I want to extend my apologies for the lengthy processing time with your rebate application, As you know there have been some changes with our sponsorship and we no longer handle rebates for this client. If you are able to confirm that the unit you had installed was indeed replaced by a Non-condensing heating system and can present an audit number to match, I recommend getting that information over to the new rebate processing center so they can process an additional amount for you. Below I have added all of their contact information 

  Resource Innovations

  ***************************************

  PO Box #***

  *********, ** 02476

  ************

  *********************************************** 

  Again we truly apologize for the inconvenience.

  Thank you,

  *********;

   

• Initial Complaint

  Date:08/28/2023

  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.

  [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,
  
  *************************

  Business Response

  Date: 09/01/2023

  Good morning ****,

  I want to extend my apologies for the lengthy time it has taken to process your order refund. After further review, a refund has been approved and issued back to the card that was used for purchase. The transaction date was 8/30/2023  so please allow **** business days for refund to show on your card (depending on your financial institution). 

  Again I truly apologize for the inconvenience.
  Thank you,
  *********;

• Initial Complaint

  Date:08/23/2023

  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.

  Ive been due a refund since May in regards to a thermostat purchase i made through **** Saves/National grid. A third party, EFI, located in ***********, ** apparently handles their business transactions. I've been trying to receive a $200 credit from them since May 2023. Ive called at least five times over the past 4 months and have been told numerous stories including, "we have a new accounting system," "we'll let the finance department know," "you'll be credited by the end of the week," "my supervisor is aware, and the issue will be resolved by the end of the day." The specific order# is *********** and was originally placed on May 17, 2023. I was charged the full price instead of the discounted/incentivized price which was $200 less than the total of $292.22 i was charged. Please help Sincerely,********************* ************

  Business Response

  Date: 08/25/2023

  Good morning *****************************,

  We apologize for the inconvenience you have experienced with your ordering process. 
  
  This order was created on May 17, 2023 and delivered to you on May 23, 2023. After reviewing the notes in our system, we noticed that when you placed your order, your account was not properly validated. Because of this, the discounts were not applied to your marketplace account correctly and this error was all but your fault. Moving forward, order number *********** has officially been credited in the amount of $292.22. This credit will go back to the card that was used to make this purchase. We expect this credit/refund to show in your account within the next **** business days (depending on your financial institution).   
  

  For privacy purposes, I have also sent you an email, using the email address on file, proof of this refund going back to you.
  
  I hope that this resolves this matter, but please do feel free to reach out to us for additional assistance if needed.

  Thank you.

  ****