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:05/31/2023

  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.

  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! 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!

  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,
  
  *******************

• Initial Complaint

  Date:05/16/2023

  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. 
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/24/2023

  Thank you for your feedback. We apologize for the inconvenience, as RMA requests may take 2-4 weeks to fulfill.

  At this time, we have provided a full refund of your purchase in anticipation of the return being completed. Attached are a *** prepaid Label and a confirmation of the Refund transaction.

  We hope this fulfills your needs, and thank you for your time.

• Initial Complaint

  Date:05/11/2023

  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 have not heard from the business in response to my complaint.  I filed an energy efficiency rebate request with EFI on December 9, 2022, more than 5 and a half months ago.  I called EFI in April and was told the check was approved and mailed.  No check came,so I called EFI again and was told the filing was in process. I asked to speak to a supervisor, was told none was available, but one would call me back.  No supervisor called.  I filed out the contact form on the EFI website and got no response. 
  I called Eversource-**, the administrator of the energy efficiency program, asked to speak to a supervisor, was told none was available, but one would call me.  No supervisor called.  I also filled out the contact form on the website, and there has been no response.
  It is way past time for the rebate to be processed in a timely manner, and I have no indication that I will ever receive the rebate. 
  I want the rebate I am due.  I want an explanation for the delay, and I would like an explanation from EFI and from Eversource ** for their failed customer service.  unresponsive customer service is unacceptable. At this point I have no confidence that I will ever receive the rebate. I would like to have the check delivered very soon. Thank you for your help with this.

  Customer Answer

  Date: 06/05/2023

  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,

  ********

   

   

  Business Response

  Date: 05/31/2023

  Thank you for reaching out about your rebate needs. We apologize for the frustration and inconvenience you have experienced.

  We also apologize that you were provided an incorrect mailing date when you spoke with ** in April. Although the rebate was accepted and approved, the final processing and quality review has taken longer than expected in order to mail out the rebate check. All rebates are mailed in group batches except in extraordinary circumstances. We did seek an exception to have your rebate mailed out sooner than the batch, but this was not approved.  Your rebate check has ************ mailed on May 30th, 2023 and should be arriving to the mailing address provided on your application within the next **** business days, depending on postal service delivery times.

  Thank you again for your patience and feedback, and we regret that you have had a less than satisfactory experience.

• Initial Complaint

  Date:05/10/2023

  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. I still think that having to wait 2-3 more months on top of the 3-4 months Ive been dealing with this is extreme, but Im glad it will be finally be resolved.
  
  Regards,
  
  *****************************and this time I was told they never received my email on 2/16/23 and was told to send screenshots as proof my email was sent, which I did, twice. On 5/2/23 I checked the status on the website and saw I was denied due to missing the deadline, so I called (again) and was told they have all the documents and it was under review. In the meantime, I got another denial letter dated 5/4/23. I called (again) on 5/8/23 and was told to resend the screenshots (again) to prove I sent in the package on 2/16/23 which I did and was told to call in 1-2 weeks. At this point, *** sent multiple emails, called a half dozen times, received four letters for inaccurate denial and I have no reason to believe this will be rectified. This is for around $5000 in rebates. I would never have started the project if I knew this was going to happen. I tried to speak to the people who actually do the review and was told they dont have phones?? Im contemplating my next steps, but this is ludicrous at this point.

  Business Response

  Date: 05/17/2023

  Thank you for reaching out to us regarding your rebate application.

  After full review of the situation, we have located the supporting documents you emailed on 2/16/23 and corrected the postmark date for non-compliant responses on your rebate package. The documentation supplied on subsequent emails fulfilled the requirements for this program offer, and your rebate application is now accepted.

  Your rebate reference number is *******, and you will be receiving a rebate check in the amount of $5,000.00. Please allow **** weeks for the finalization of the check printing and mailing process. To confirm, we will be mailing this rebate check to the ********* address supplied on your original application.

  Thank you, and we hope this resolves this matter.

• Initial Complaint

  Date:04/21/2023

  Type:Customer Service 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 not heard from the business in response to my complaint.since there are only three items that I am seeking a rebate on (heat pump, thermostat, and furnace). I am so frustrated with this whole process. This is thousands of dollars that I was led to believe would be rebated to me and I am losing all hope.

  Business Response

  Date: 05/02/2023

  Thank you for your inquiry.

  We apologize for the frustration you have experienced with the rebate process. At this time, we are happy to report that your original rebate applications have been reviewed for eligibility and approved. Here is a breakdown of the five applications we have and their status:

  Reference #******* - Smart Thermostat - approved for $100.00

  Reference #******* - Oil Furnace - approved for $650.00

  Reference #******* - Partial Home Central Heat Pump - approved for $4,587.50

  Reference #******* - This is denied as a duplicate of Reference #*******. We have stopped any further compliance notices.

  Reference #******* - This is denied as a duplicate of Reference #******* & *******. You will not receive any further letters about this.

  Rebate checks are in the final processing states, and should be mailed within 4-8 weeks to you. We do hope this resolves the issue at hand, but please feel free to reach out to us if you have any further questions. Thank you!

  Customer Answer

  Date: 05/04/2023

  [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:04/20/2023

  Type:Customer Service 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 not heard from the business in response to my complaint. Also have still not received rebate. Can not get in contact with company extremely long hours of hold time.ave emails confirming. EFI does not reply to emails, the chat option is non functional, EXTREMELY long wait times to get through to customer service. When I do get through they confirm the rebate was indeed approved, confirm my address, keep saying the check was mailed. Although the check never arrives. Very frustrating and disheartening customer service. After reading all the other complaints here this is a common problem happening.

  Business Response

  Date: 05/08/2023

  Thank you for your inquiry.

  We do apologize for the frustration you have experienced in reaching out to ** and in receiving your rebate.

  We also apologize that you received misinformation regarding the check mailing date. Our rebate checks are normally processed in batches of multiple rebates and mailed out in a batched group. The information provided to you by our agent was incorrect, and has been addressed with that agent. One check had been singled out from that rebate check batch and mailed separately on 4/12/23. We apologize, but your rebate remains with the rest of the full batch that still has to be mailed. We are currently waiting on final quality assurance reviews regarding the funding before that batch of rebate checks may be mailed out. Your check should be mailed before the end of this month.

  Customer Answer

  Date: 05/08/2023

  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 do no accept this answer as Eversource rep has continual reached out to EFI on my behalf. The latest being last Monday 5/1/2023 informing EFI that at this point the check needed to be expedited. Also have this in email. 

  [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,

  *******

   

   

  Business Response

  Date: 05/17/2023

  We appreciate your feedback, *************

  Your rebate check is confirmed to have mailed on May 11, 2023, with *** tracking number 1Z833W670370179857.

  If you have not received the check by Friday, 5/19/23, please follow up with ** for a reissued check request. We hope this resolves the issue at hand, thank you.

• Initial Complaint

  Date:04/12/2023

  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.

  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,

  ****

   

   

  Business Response

  Date: 04/21/2023

  Thank you for reaching out to us. We apologize for the frustration you have experienced.

  We would like to confirm that all nine of the rebates listed on this request have already been mailed out. We are attaching reference material for you to be able to match with your installation records. All checks were mailed to the payee address listed on the rebates of:  **************************************************************************

  Check Batch ***** includes:  *******, *******, *******, *******, *******, *******, 2031637.  This check batch was mailed on 12/22/2022.  

  Check Batch ***** includes:  *******. This check batch was mailed on 4/4/2023.

  An additional rebate, reference number ******* for $5,672.80 has recently been approved and is awaiting final processing before mailing.

  We hope this resolves this complaint.  If you have further questions about rebate status, please feel free to email ** at ******************************** When emailing, please include a list of customer last names and installation addresses matched to rebate reference numbers for our verification and research. In addition, if you require a mailing address change, please notify your ** contact to update the information in their contractor database as well as emailing that request to **.

  If you find that you do not have the above mailed check batches, please let ** know via email or phone call that a reissue request is required. This process entails a bank enquiry to ensure the check(s) have not been cashed. If they have not been cashed, we place a stop-pay order on the check(s), and then process new checks to be reissued. If there is a mailing address change, please let ** know that as well. This process does take additional time, and we thank you for your cooperation.

  Business Response

  Date: 05/10/2023

  We apologize for your continued frustration in trying to get this matter resolved. We have made several attempts to provide instructions as well as a resolution.

  Please note:

  1. Rebates *******, *******, *******, *******, *******, *******, and ******* are included together on check #***** which was reissued on 4/13/23. Attached are images for Check1 that this check in the aggregate amount of $44,071.20 has been cashed on May 8, 2023.

  2. Rebate ******* was reissued on 4/13/23. Attached are images for Check2 that this check for $9,432.50 was cashed on May 8, 2023.

  3. Rebate ******* is approved and awaiting finance release for payment. This rebate is for an amount of $5,672.80. However, due to the requirements listed in item #4, the payee address listed for this rebate is still *****************************************

  4. Contractor payees for ** energy efficiency programs must update their address information with the ********** Contractor Vendor program itself. Please reach out to your contact with ********** and/or check the Contractor portal information at ********************************************* . In addition, you may email a new updated W-9 showing your company information including updated address to ***************************** (cc: ******************************* with 'Updated ** Contractor Payee Info, RE: CTINS *******" in the subject line, for tax ID purposes.

  5. Finally, as an additional note, rebate ******* is still in a non-compliant status. We have notes showing that you spoke with one of our agents on 4/13/23 who explained the information we still need to receive. In order to continue reviewing this application for eligibility, we require an accurate Eversource HES Job Number, as well as an updated invoice showing itemized material costs for the attic hatch measure. We do advise, though, that even if this information is provided, we are now past the deadline of 4/30/23 for receiving supporting documentation; therefore, if this information is received we will need to send this rebate package for an exception request due to the timeframe program rule.

  We hope that this information resolves the issues presented, and we look forward to working with you again soon. Thank you.

   

• Initial Complaint

  Date:04/09/2023

  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.

  Rebate # ******* ************************************************ | Supervisor, Energy Efficiency | Eversource | Phone: ************** | Cell: ************** promised us our rebate check was cut and processed however we still haven't taken receipt of payment. It seems there is a major disconnect or scam-like system in play here since we keep getting the run-around. We have multiple emails confirming payment has been processed from ******************** but no actual progress. Our hvac vendor insisted this was an easy rebate process after spending 25k on our whole heat pump, but it's been nothing but smooth and/or efficient.

  Business Response

  Date: 04/14/2023

  Thank you for reaching out to us, we do apologize for the frustration you have experienced.

  We appreciate you working with and communicating directly with Eversource Energy and our Client Success Manager to resolve your issue.

  This response is to confirm that your rebate has been processed, and the rebate check mailed out via *** with tracking number 1Z833W670172349253 . Per the notes on www.ups.com the check was delivered on Wednesday, 4/12/23, at 11:12am.

  Please feel free to contact us if you have any additional questions, thank you.

• Initial Complaint

  Date:04/04/2023

  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.

  I applied for a rebate through ************ Energy. The rebate was suppose to be for $1400. I only received $1200. I replaced my oil burning boiler and water heater with an energy efficient gas powered combi boiler that also heats my hot water. After multiple phone calls to EFI, the company that ** Energy has deal with the rebates, I have not been able to reach a person to discuss issue. On hold for long periods of time, no one ever answers. I reached out to MB Verifications, another company hired by ** energy to verify the equipment a homeowner purchases is eligible for a rebate. They gave me numbers to EFI customer service which I already had. They also gave me two emails addresses to EFI, which I immediately sent my issues to. Never received a response from either email address. I called the main number to EFI in *********** *************. Spoke to ******. She stated she was unable to help me because I was calling the market place and not the rebate center. She was only able to provide me the numbers I already had. I asked if there was any supervisors I could speak to. She said no because they dont deal with rebate issues, only marketing place issues. I have called these numbers different times of the day for weeks, and have never been able to reach anyone. I am still waiting on a response from the emails I have sent.

  Business Response

  Date: 04/07/2023

  Thank you for reaching out to us regarding your rebate application.

  The installation for your rebate was in 2022, during which the rebate amount was $1200. We apologize if there was any miscommunication, as the rebate amount of $1400 was not available until 2023 for 2023 installations. This rebate was paid out at the correct amount.

  We also apologize that our marketplace agent was unable to assist when you recently called, as she is not knowledgeable to handle rebate questions, which is why she was trying to connect you to a knowledgeable agent to assist you with rebate questions. Our call volume has been very high, with wait times up to one and a half hours, as we work diligently to assist all of our customer needs. We thank you for your patience as you reach out to us for assistance.

  Please let us know if we can assist you further, thank you.

• Initial Complaint

  Date:03/31/2023

  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.

  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 rejected the offer because (1) I have not yet received the rebate; (2) the tracking number provided by EFI was for a package delivered on March 30, 2023 to another customer; **************************'s own website still shows the rebate as "in process" 

  e to internal technology upgrades and unusually high demand, we are experiencing delays in processing your rebate." The EFI website also continues to show that the rebate is "in process". From my perspective, these rebates on new "energy efficient units" are a scam and Mass Save/EFI and HVAC companies such as ********** should be prohibited from promoting sales to customers using "rebates" as an incentive. They are simply committing fraud on the consumer.

  Business Response

  Date: 04/05/2023

  Thank you for your feedback.  We do apologize for the frustration you have experienced.

  All rebate applications are subject to a robust quality assurance process, which sometimes can delay final processing and approval. Due to needing Home Energy Assessment information that was required for your application, as well as cross-checking previous rebates in the same payee name, this rebate application was not in the final stages until February. We do apologize - yes, we have been undergoing system maintenance and upgrades, which did delay the actual creation and mailing of your rebate check.

  At this time, your check has been shipped with *** tracking number 1Z833W670372271690.

  Please feel free to let us know if we can assist you further, thank you.

  Business Response

  Date: 04/14/2023

  ********************, we do apologize for the misinformation.

  The correct tracking number for your expedited rebate check is 1Z833W670370551873 via UPS.  According to the tracking details at www.ups.com , this check was delivered on Saturday 4/8/23 at 8:27am.

  If you do not have this check, please contact us directly, thank you.