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:03/14/2023

  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.

  EFI manages **** Save rebate processing. Upon submission of a Mass Save rebate and all supporting documentation, I received confirmation that the submission was received and that, due to the quantity of submissions, the rebate would take **** weeks. but no further communication.Four weeks after submission of the rebate request, I happened to check the status of the submission and saw that it was showing as "non-compliant" which is defined as "Indicates that this product has an issue associated with the application that *** be resolvable." The issue is two-fold:1.) There is no way to determine how to resolve whatever issue EFI has with the submission and there is no way to contact the company other than a phone number that never connects to anyone, and an email that doesn't seem to be monitored. Additionally, the website does not provide a way for the customer to self-service the issue, or even figure out what the issue is, as it only provides a definition for "non-compliant." EFI does not contact the submittee when there is a negative change in status, or really any change in status at all.2.) As I am aware of two other individuals who have submitted and received rebates for the same equipment I had installed, it seems that EFI is not providing correct definitions for the issue with my application. However, since there is no indication as to what the issue is or how to resolve it, how does one even fix what is deemed wrong?

  Business Response

  Date: 03/19/2023

  Thank you for your inquiry and feedback.

  We do appreciate the feedback on the Rebate Status Portal, and want to assure you that we continuously work to improve our processes and customer communication applications. The non-compliant status question is a project that we have already been discussing and are in the process of creating a way for additional information to be available to customers in your situation - thank you for affirming that this is a need!

  We do apologize for the frustration you have experienced in this process. Per your recent conversation with one of our chat representatives, please submit the additional documentation needed for your rebate to ************************************************* and please feel free to copy (cc) ****************************** to ensure our receipt of your supporting documents for Reference number *******. The documentation needed is a complete Whole Home Verification Form and a Certificate of Completion for recommended Weatherization (from the Home Energy Assessment process). Please make sure to include the rebate reference number in the subject line of your email along with "Supporting Docs".

  Please also be aware that we will need to review all rebate application information once submitted, and correlate the information with the other rebate you had previously submitted for a natural gas furnace, as Mass Save does only allow one heating system rebate per customer account. We will do our due diligence to research how we may best serve your rebate needs for your entire heating and cooling installation.

  We will be awaiting your additional documentation, and will contact you by mail or email with future updates regarding the rebate process. Thank you again.

• Initial Complaint

  Date:03/14/2023

  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 submitted for a home energy rebate on 1/9/23 after getting new windows through the Mass Saves program. I've tried to check the status on the online portal (which says my address doesn't exist), emailed (at least 4 times) and finally tried to call but was put on hold for 16+ minutes - at which point I had to hang up since clearly nobody was going to answer. I'd like an update on the status of my rebate.

  Business Response

  Date: 03/15/2023

  Thank you for your inquiry.

  We do apologize for the wait times in our phone queue. We have been experiencing very high call volume, and wait times may range up to 1 and a half hours while we work diligently to handle all customer calls and needs.

  We have located your email requests for a status update and have responded to the most recent email.  However, we are not able to locate a rebate application based on the name, address, or email address provided.

  Please complete an online application at www.masssave.com or submit your rebate application and required additional paperwork to ****************************** for us to upload, review and process your application.

  We look forward to receiving your information, thank you.

  Customer Answer

  Date: 03/16/2023

  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 received an email from the business stating that they don't have records of my submission. I can see the submission in their portal and received email confirmation on 1/9/23 stating that I submitted the information and it would be reviewed for approval. In my email the company back with all of the required information again and still have not heard back from them regarding this issue. I'm very concerned that they are not going to provide my rebate for my pre-qualified windows. 
  
  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: 03/17/2023

  Thank you for responding with the additional feedback.

  We have located your most recent email detailing the portal. The Heat Loan portal where you are viewing your documents is separate and unique from the post-installation rebate application process. We have responded to your email with website links for more information on the rebate application process for the window rebate.

  ******************************************************************************************;

  We look forward to receiving your rebate application so that we can begin processing and reviewing it for you, thank you!

  Customer Answer

  Date: 03/20/2023

  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'm still awaiting confirmation from the business as the application process was very unclear. I am expecting a response to the submission but have not heard yet. 
  
  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:03/14/2023

  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 am super frustrated with the way the rebate process has been handled. Since the beginning of the process I kept getting misleading information from EFI representatives. My application was submitted mid November and I scheduled the virtual inspection of the device if I am not mistaken just a week or two after the application appeared on the system. I was told at the beginning from EFI reps that the process was being delayed because the company who did the inspection was not sending the report back to EFI. That actually was a complete lie. The inspection company gave me the exact date when they send the report back to EFI. After that I confronted the EFI reps with the information that was provided to me from the inspection company, EFI reps corrected themself stating that EFI received the report. Than it took all the way to January 10th of 2023 for the EFI to approve my application. Since than I have made multiple calls to EFI customer service to find out why the check has not been mailed at all. Every time I keep hearing nothing but lies with the justification that it takes 6 to 8 weeks for the check to be mailed after the approval. On your website states as below:General Information Please allow 8 to 10 weeks for rebates to be processed and mailed. Payment processing will take longer if information or documentation is missing from the application. Prior to honoring any rebate, Mass Save reserves the right to conduct an on-site verification that the equipment has been installed. Please email ****************************** or call ************** if you have any questions on the status of your rebate.Nowhere it states that it takes 10 weeks for processing and another 10 weeks for the check to be mailed. Even if that was to be the case the time has elapsed already. The last lie an EFI supervisor had was that they were doing a system update and that is why everything is delayed. I just do not get why EFI and Mass Save are a complete failure.Rebate #:2038419

  Business Response

  Date: 03/19/2023

  Thank you for your inquiry and feedback.

  We do apologize for the delays and frustration you have experienced with the rebate process. We are working diligently to determine the cause and create a resolution on your behalf. We are conducting an internal investigation of this matter and seeking authorization to expedite your rebate check. Once we have a final resolution, we will apprise you of the update via email.

  Customer Answer

  Date: 03/19/2023

  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.]

  The solution the business gave does not solve the issue. Last time I called over 3 weeks ago an investigation was opened and EFI representative stated that they expedited the check. If it was supposedly expedited 3 weeks ago and I still do not have the check, what this expediting with do?! 
  
  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,

  Julind

   

   

  Business Response

  Date: 03/28/2023

  Thank you for your feedback.  Our internal investigation has been completed. This rebate check was not delayed outside of normal processing times and the need for the Post Installation Inspection report, along with systems maintenance updates.

  The expedite request submitted earlier was just that, a request. However, we have now been authorized to a allow a one-time exception for this case and will be expediting the rebate check at this time. The rebate check will be mailing out on Wednesday, March 29,2023.