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:07/31/2023

  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.

  Purchased windows second time reporting as after coming to an agreement after reporting to BbB I was told everything is all set and the only thing missing were the stickers on the window which were removed by contractor-its been months and months of talking to others being told all my Paperwork is in order and now rejected because they didnt Get measurement even though my contractor paperwork clearly states otherwise I did what I neeeed to get my rebate and it is deserved especially since I jumped through all EFIs hoops and for what?

  Business Response

  Date: 08/01/2023

  Good morning *******,

  We apologize for the experience you have received with your rebate. We were seeking an exception for your rebate because the install of your windows was before the assessment date that was provided. We received an approval on 7/19/23. The rebate was not updated yet and the representative did not provide you with correct information. We do apologize for the miss information. Your rebate is updated now and approved. The rebate check will go out in the next closing. Again we apologize. 

   

  Thank you,

  ******

• Initial Complaint

  Date:07/31/2023

  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.

  I purchased an electric lawnmower on 6/25/23 for $324.10. After a couple of weeks of no update on my order, I emailed customer service on 7/9/23 to cancel my order and be refunded the money already taken out of my account . I received no response and contacted the customer service phone and was told nothing could be done over the phone and I would have to wait for an email. Today 7/31 there is still no update on my order and it is still processing. I tried the customer service chat and was now told they can only cancel an order within 24 hours of being placed. Now he on the website was that mentioned. I now have to wait for them to deliver the item I no longer want or need and return it back to them before I can be refunded.

  Business Response

  Date: 08/03/2023

  Good morning 

   

  We apologize for the inconvenience you have received with your order process. Our records show that the Litheli 2x20V 17 Electric Lawnmower that you ordered was on hold due to supplier stockouts. Due to this unforeseen circumstance, we have submitted the refund request. Please allow 5-7 business days (depending on your financial institution) for it to post back on the card that was used for purchase. We have also reached out to the warehouse and put in an immediate stop (cancelation) on your order. We deeply apologize for not responding to your email request within an ample amount of time. 

  We hope this resolves this matter, but please do feel free to reach out to us for further assistance if need be, 

   

  Thank you,

  ****

   

  Customer Answer

  Date: 08/03/2023

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

  Customer Answer

  Date: 08/16/2023

  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 have waited over the 5 to 7 business days the company stated it would take to get my refund. I still have not seen the refund show ** in my account. The order also still shows as processing on the company website. 

  Business Response

  Date: 08/16/2023

  Hi ***********************,

  I truly apologize for this delay in receiving your refund. Our records show that your refund was captured and released on August 15, 2023. Please allow processing time from your final institution to post this refund. Thank you,

  ****

• Initial Complaint

  Date:07/24/2023

  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.

  On May 25th, 2023, I submitted a completed rebate application for insulation that I was told met all qualifying standards. I received a rejection letter that did not clearly state the reason for the rejection. When I reached a representative over the phone, I was told that the my application was denied because I did not submit it in the calendar year 2022. However, the insulation invoice was dated 12/21/2022, and I did not receive a copy prior to the end of the calendar year. I don't believe that was I was told over the phone was truthful and it is a deliberate attempt to not pay me what I am entitled. When I submitted the original application I given an EFI reference #*******. I since emailed the ************************************************* and ****************************** back on July 14th asking for an email or phone call to provide substantiation for the denial but have not yet heard back. I am looking to claim $1,054.00, which is the dollar figure that I am entitled to according to the utility.

  Business Response

  Date: 07/25/2023

  Good afternoon ************************,

  Your rebate application was originally denied because the rules of the program state that the application had to be post marked by 3/31/23. We received your rebate application on 4/8/23. We had to try to seek an exception for you. A case was created and it was in review. The rebate exception has been approved. The rebate amount is $1,054.00. This rebate check will go out in the next closing. If you have any further questions please reach out to us at ************.

   

  Thank you,

   

  ******

   

• Initial Complaint

  Date:07/18/2023

  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.

  I called this company on June 28th after being unable to submit a rebate application through their online portal or on the website listed on the application itself. The representative told me to just email it over ****************************** which I did on June 28th. I never heard back and there was a "new process" as of July 1st. So I followed up to the original email on July 5th while also applying via the new email ************************************************* also on July 5th. The new application process replied on July 7th outlining the steps to apply which were already completed by me. I the replied stating they were done and did not hear back. The old application process never replied. I followed up again on July 12th and never hear back from either. On July 14th my customer called ********************** and was told to followup again on July 17th or 18th via **************** option 1. I called on July 18th and they cannot find my application. After asking to speak with a supervisor, I was told it has been escalated to a supervisor but would not be given the supervisor's name or email for further follow up. To which I gave them 30 minutes to get me a supervisor or I would write a negative review online..... Unfortunately, this company is a sham and mass save should be embarrassed by them. I left it with the representative that online reviews can always be changed and I would appreciate it if a supervisor if they exist could call me back with actual solutions. Unfortunately this is not my first negative dealing with EFI and also unfortunately they already have an F rating so I fear not much will be done.

  Business Response

  Date: 07/19/2023

  Good afternoon ****************,

  We apologize for the inconvenience you experienced with the rebate center. As we talked about earlier, we do not process the rebate applications for the Enhanced Pre-Weatherization Incentive K*** & Tube and Vermiculite Mitigation. After doing some research, I was able to find out that CLEAResult processes those rebates. The email address to send these applications to is ******************************************. I forwarded your application to them and copied you on the email. Your customer's email was not on the form so I did not send them a copy. Their phone number is ************. Again I apologize for your bad experience you had with the call center. If you have any further questions please call me.

   

  Thank you,

  ******

   

   

• Initial Complaint

  Date:07/01/2023

  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.

  My name is ***************************** and on 3/28 Fedarati Energy Federation debited my account for the ********************** of a 2x20 v cordless 17" lawn mower. The second time I used this mower, the blade flew off and the attachment to hold it shattered. I've made several calls to Litheli and submitted an inquiry via their website and was told they could not offer me a refund for this inferior product as I did not purchase it through an authorized dealer. I ordered my mower through the Eversource MASS SAVE program and since they have an arrangement with your company I expect that you can assist me and proivde a refund.I will also report this to Eversource as they promote you as their partner in purchasing this mower.I look forward to your response and refund.Thank You.

  Business Response

  Date: 07/10/2023

  We apologize for the inconvenience you have experienced with the item that was ordered.

  
  After checking with Litheli Aftersales, I found out that Litheli already sent you (customer ***************************) a free blade and screws from ***** on July 7. Your tracking number is YT2318821292022970. It might take **** days for you (customer) to get the free replacement.

  If you would prefer to call and speak with a representative or myself (****) the phone number is ************
  
  We hope that this resolves this matter, but please do feel free to reach out to us for additional assistance.

  Thank you.

  ****

  Customer Answer

  Date: 07/10/2023

  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:06/29/2023

  Type:Delivery 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 ordered a lawn mower and spare batteries from this company. They claim to be collaborating with ********. I was charged for the goods, but 5 weeks later, I havent received an email verification of the order or any follow up emails from my calls to the company.When I specifically requested written communication, they refused to provide me any formal written proof of my purchase. My only evidence of the order is my screenshot of the order confirmation and the withdrawal from my bank on the date of the order.

  Business Response

  Date: 07/06/2023

  Good afternoon,

  We apologize for the inconvenience you have experienced with your order. After looking into the order, I do see that the item number ******* for the Litheli 2x20V 17" electric lawn mower was on Backorder and was just received today 7/6/23. We are shipping that out first thing tomorrow morning. However item number ******* for the Litheli 20V 4.0Ah Battery Pack is still on backorder from our vendor. We will ship that out as soon as we receive it. We do apologize for the inconvenience this has caused you. The order that you placed can be looked ** in your Mass Save Marketplace account under your dashboard for orders placed. I also requested an invoice to be emailed to you as well. Your order number is ***********. I also left you a voicemail with this information. Again we truly apologize for the inconvenience.

   

  Thank you,

  ******

   

   

   

   

• Initial Complaint

  Date:06/26/2023

  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.

  Eligible for $1875 rebate after installation of mini split in Oct 2022. Sent rebate of $375 in Jan of 2022. I submitted requested additional information to Mass Save in Feb of 2022 and have been calling monthly for my remaining $1500. I have been told the request is "processing" and to call back in 3 weeks for a year and a half. I've been told I would get a call from a supervisor and that claim was "prioritized" however I have not received a call nor has there been any progress on the processing.

  Customer Answer

  Date: 07/07/2023

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

  Business Response

  Date: 07/07/2023

  Hello,

  We apologize for the inconvenience you have experienced with your rebate. After looking into it I see that we mailed out the rebate check for the Heat Pump Multi-Zone Ductless/Ducted/Mixed ($250/ton) in the amount of $375.00. The Mass Save Residential Heat Pump Program requirements for 2021 are as followed:
  The electric bill is required for the electric resistance adder.The usage graph on the electric bill must show that December, January and February have higher usage than the 3 lowest months. The rule is that there must be a difference of at least 900 KWh:
                  Add up the kWh for December, January and Feb
                  Add up the kWh for the 3 lowest months
                  If the difference is over 900 kWh for the winter months, ok to pay Electric Resistance rebate.

  At the time of the original application we did not have the utility bill to process this rebate for the higher amount. We received the electric bill on two different dates. On 3/2022 we received only part of the electric bill and on 5/2022 we final received the correct electric bill showing the Electric Usage History (which is what we needed to see if you were eligible and to process this rebate for the higher amount.   

  Overall this was delayed in processing because it was a rebate program from 2021 which officially has ended as of 2/2022. We are currently reaching out to the sponsor for approval on this additional amount.

  I have tried to speak with you (the customer) on two different occasions but there was no answer and no voicemail was available.

  If you would prefer to call and speak with a representative, the phone number is **************

   We will try to reach out to you (the customer) again once we receive more information.

  Thank you for your time and patience,

   

  ****

  Customer Answer

  Date: 07/10/2023

  [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:06/13/2023

  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.

  I submitted for my rebate the last week of December 2022. It was accepted by EFI on December 27,2022. I called 8 weeks later for an update and was informed that it took 8 weeks just to get into processing, and another **** weeks from there for a check to be mailed. Ok, fine. It has now been 24 weeks!!! I have not received payment and no one can provide an update as to when I may. I call every 2 weeks and I am told the exact same thing (when I am not left on hold for 2 hours before being disconnected)- "it is in processing, we are sorry, we are submitting a case now to have it expedited, it is in queue to have a check cut" etc. etc. etc. etc. One gentleman even went as far as to tell me it was literally being cut and mailed that day! It was not. I am starting to wonder if it is possible that the program has run out of money and does not have the funds to pay the rebate. I have requested to speak with a supervisor on numerous occasions and have been denied. I find this to be unacceptable and would like to be contacted.

  Customer Answer

  Date: 06/26/2023

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

  Business Response

  Date: 07/12/2023

  Hello,

  Customer applied for *********** Furnace w/ECM 97% AFUE (Replacing Non-Condensing to Condensing) ($1250). This rebate was uploaded in our processing system as of 12/2022. While application was being reviewed, we were not able to confirm that a Home Energy Assessment (HEA) was successfully completed. Due to that, the customer should have received the letter that was mailed indicating this information. There was also a hold placed on the application process and we needed to wait until we received confirmation. 

  We finally received confirmation of the **** the hold was removed, and the application was able to move forward with processing. 

  This rebate check was mailed out to the Payee address that was listed on the application on 6/16. We were not aware that the customer has not received it because the check was not returned back to our office by the postal service..

  We are sorry that the customer did not receive it and we have submitted a request for this rebate check to be reissued. The reissue process can take some time between the bank and our finance department but we're happy to get the customer a new check. 

  Again, we apologize for any inconvenience that the customer may have experienced with their rebate process.

  We hope that this resolves this matter, but please do feel free to reach out to us for additional assistance if needed. Thank you.

  ****

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  The details surrounding the delay are not reflective of what I had been told or experienced. There should have been no issue confirming my energy audit and I was not notified of this delay. In ***** contrast, I received an email from EFI stating that my application was accepted, and when I called and spoke with the team roughly 16 weeks into the waiting period, I was advised that there was no issue whatsoever, and never made aware of the cause of the delay. In the end, the money eventually came, and a supervisor did reach out to me today. **** was pleasant and made me feel more comfortable using the program again in the future and I have faith that the next experience will be more favorable. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:06/02/2023

  Type:Product 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.

  We submitted a rebate for 3 Nest Thermostats on Dec-2022 for an amount of $299.98. Despite having called several times, and almost 6 months later, we have not received the refund from MassSave or EFI. We have called at least 4 times and have heard numerous excuses (that they are too busy!, that we have to wait another 10 weeks, that the system is down, that the utility company is not communicating with them). The refund was approved in Feb, and we were told to wait 10 weeks for the check. Then, the check was approved in March, and we were told again to wait another 10 weeks. That seems to be the instruction to their staff: "However calls, tell them to wait 10 weeks...". And yet, after 6 months (24 weeks), well past the 10-week threshold stated on their website, we are still waiting to receive the check. The company is very inefficient. They do not really care at all and it seems they instruct their staff at the call center to simply give responses without offering real solutions.It is simply ridiculous that we need this amount of effort, and monitoring to get a refund. I am contemplating about the next steps, because, frankly, I doubt this issue will be resolved soon. The state needs to revisit their relationship with EFI, based on the complaints on NUMEROUS sites, it seems we are not the only ones. No wonder why they have so many complaints on social media and even with the ** office...

  Customer Answer

  Date: 06/12/2023

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

• Initial Complaint

  Date:05/31/2023

  Type:Delivery 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.

  On 04/11/2023 I placed order #*********** in error with efi, and within 30 minutes of placing the order, I requested a cancellation of the order by email and also placed a call to EFI customer service at ************. I was told I would get an email confirmation.I Called ************ the next day on 04/12/2023 to confirm the cancellation since I didnt receive an email confirmation. The customer service representative (Rep) I spoke with confirmed that a cancellation was entered, but that the order couldn't be canceled, because the shipment of the order couldn't be stopped, and that a return would have to be placed after the order was received!After receving order #*********** on 04/15/2023 from EFI, I called customer service at ************ and requested a Return Material Authorization (RMA) number from customer service Rep ******* who said I would receive an email confirmation. "On 4/21/2023 7:39 PM, customerservice wrote:Hey Txxx, Yes I received your request for your Return request. It has been submitted but it can take a few weeks they are still behind due to the system shut down while the maintenance was being performed. So it is in the system and they will get to it in the order it was received.Just keep an eye out on your email for the return label and instructions once they have had the chance to fully process your return.Best Regards,******"It has now been 46 days since my request for a Return Material Authorization was submitted on 04/15/2023, which as of today 05/31/2023 I have yet to receive an RMA email with the return label and the instructions.in order to receive my $282.29 refund for the three ****** Nest Learning Thermostat Black items that were ordered in error, and are still sitting in the carton they were shipped in!

  Customer Answer

  Date: 06/12/2023

  I have not heard from the business in response to my complaint. No Return-Material-Authorization email has been received as was promised, but with no guaranteed time period or date, which is unheard of for any reputable business!

  Business Response

  Date: 09/11/2023

  Good morning ****,

  After reviewing your order request, I am able to confirm that you were refunding in full on 7/12/2023. Below I have added proof from finance showing the card that was used to make the purchase was refunded. Please check you card statement for the month of July as well as August. If you still do not see the credit, do not hesitate, let me know.

  Thank you for your time and patience. 

  ****

  Customer Answer

  Date: 09/13/2023

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