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:01/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My HVAC ********* was installed in December 2023. I had complained about the thermostat. They sent someone out, the tech explained that Electric heat takes longer than gas. January 2025 the weather has been in the single digits and for the past 3 weeks my house has been really cold the highest the heat goes is 54 degrees tops, but my furnace is running non-stop 24/7. I purchased 3 space heaters to heat up my home along with the furnace 24/7. I sent an email on Jan 8th to **** ********* asking for assistance with this problem that I have a 2 yr old and my home if freezing.... I was told scheduling was going to call me to schedule a Tech to come do a heat test! Never got that call, I made several calls to them and left messages but no responses, On Jan 13th I sent another email to ****, he apologized and had dispatch call me to schedule a Tech. On Jan 17th ****** came out but did noting said he did not have his equipment to run tests. He made a call to **** and we were told that **** would come out to run those tests. Jan 20 still no **** I call 10:29 am ***** sent message to ****, I also sent email to ****. No response my house is freezing and my pipes could freeze! At this point I am beyond frustrated, and I call again 4:43pm speak to ***** again she cant get anyone on the phone sends **** and Managment another message! No call back...Jan 21 @ 2:06pm I call again speak to **** again she sent message to management.Jan 22 I finally get a call from management, I explain the issue and based on my research I believe the furnace they sold me is not strong enough for my 1000 sq ft. home.He tells me he will discuss the issue with **** and will get back to me... This is causing me a great deal of stress and physical pain. I had surgery a few months ago and my doctor said living in this situation is not healthy and will reverse my healing.I did not spend so much money to be in this situation. My top priority is to get my heat working ****

  Customer Answer

  Date: 02/03/2025

  I have heard from the business in response to my complaint on Jan 31st. They did come out today Feb 3rd and partially corrected the issue.

  I am now waiting on them to come back out to relocate the condenser to a different location.

  

  Business Response

  Date: 02/04/2025

  Endless Energy installed a heat pump system for this customer in December of 2023 and was made aware of concerns that the system was not keeping up to temperature by the customer.  ********************** has been in communication with this customer to resolve their concerns, and we have on file recordings of phone calls placed to this customer on 1/13/25. 1/20/25, 1/21/25, 1/22/25, 1/24/25, 1/27/25, 1/30/25, 1/31/25, 2/3/25 and this communication has included communications with both senior leadership and field management in an effort to resolve their concerns. 

  We routed technicians to the customers home on 01/17/25, 01/28/25 and 02/03/25. We have installed a heat kit to the customers system to improve it's functionality and have determined that due to an erection of a fence that the outdoor condenser may better operate from a separate location and we have offered to move the outdoor condenser.  We have offered these solutions to improve the customer's satisfaction at no additional charge to the customer.   We have additionally offered to pay for the increase in electrical usage for the period of time that it has taken to diagnose the performance concerns that the customer elevated and determine what the best course of action for resolution would be.

  We are currently ordering needed equipment and coordinating the schedule date to the move of the condenser with the customer, and are in frequent communication with them to bring resolution to the customer's concerns. 

   

  Customer Answer

  Date: 02/10/2025

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

  My Heat complaint has not yet been resolved by Endless Energy.
  They installed a heat kit on February 3rd which did not resolve the issue.
  This has only increased my home temperature by 4 degrees more.
  As of right now my home is only 57 degrees and the weather is 36 degrees outside. It continues to be really cold in my home.
  The company is scheduled to move my condenser to another location on Feb 14th. They seem to think this will fix the problem.
  
  Thank you
  ***** ******* 

  

  Business Response

  Date: 02/10/2025

  Correct, we have scheduled to revisit the customer on February 14, 2025 to move the outdoor condenser. We confirmed this appointment with the customer and advised her that if a cancellation that allowed sooner service was available that she is at the top of the sooner service list. 

  Customer Answer

  Date: 02/16/2025

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

  Endless Energy relocated the condenser on February 14th to a new location saying that it would fix the heat issue. Nothing has changed my home continues cold the furnace will run day and night the home temperature remains 55 degrees to 57 degrees. I have sent the information to ****** awaiting response as to what is their plan... I have been very patient, for six weeks now living with barely any heat and have been sick because of this my doctor has suggested that i find somewhere warm to live but I can't afford to go to a hotel.

  I need this problem fixed ASAP!

  
  Regards,

  *****

   

   

• Initial Complaint

  Date:01/15/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business installed a minisplit for my home ~5/2023, since installation I have contacted them many times due to a unit malfunction. Loud noises when operating. First time they came out, the person told me its an installation problem and if the noises continues they would have to correct the way it was installed. He told me there will be no additional fee as it was an installation error. 2nd visit, the person told me that he has no supply with him to correct the problem. 3rd visit, the service person told me the manager will contact me. He asked me to sign that he came out but didnt disclose there is a fee as they told me there is no fee to begin with. Each time when I scheduled the appointment, I verified to make sure theres no fee as it was an installation problem. I spoke with managers ****** and **** regarding my unit problems and they said nothing they could do and the charge still stands. Im reaching out to BBB as I feel I was scammed when I signed that the service person came out and the fee wasnt disclosed. The business should have disclose the fee. The problem was not fixed after 3 visits after installation. I still have the same problem since installation. This business should install the minisplit correctly so nobody would have to deal with the problem I am having.

  

  Business Response

  Date: 01/15/2025

  Please see attached Ms. **** contract which she signed on 11/17/2022 clearly notes a 1 year labor warranty. The service visit Ms. ** requested was from August 2024 and was outside of the 1 year labor warranty expiration, and therefore a service fee would be associated with any repairs, however, the equipment warranty may still be applicable for any eligible replacement parts under the Manufacturer.  Ms. ** was explained this by several persons throughout our organization, including our Service Manager **** ***********. 

  Customer Answer

  Date: 01/15/2025

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

  I attached the invoice from the business but when I signed it there was not a fee. I wasnt aware theres a fee on the previous page. The service person asked me to sign that he came which I did.
  Thank you for looking into my problem.
  ******

   

   

• Initial Complaint

  Date:09/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Heat pump installation that completed on 7/25/2024. Complaint items:1) Repair for one of the heat pump units that failed on 8/3/2024 and is still not working.2) Aeroseal that was part of the contract that was only half completed on 8/2/2024 and has not been scheduled for the remaining work. 3) Mass Save insulation work that has not been scheduled. My top priority is to get the heat pump repair completed. A technician first arrived on 8/14/2024 and diagnosed that a part needed to be ordered and replaced. He estimated about a week for the part to come in. Since then Ive been calling periodically to check on the status of the repair and each time, all Ive gotten is that theyre still waiting for the part. Yesterday (9/10), I called and asked for more information and was told I would receive a tracking number for the part in email. That email was never sent.*** also tried to get my aeroseal and insulation work scheduled and completed. *** been told that **** will contact me but that has not happened either.Regardless of the original estimate, I find it impossible to believe that it would take a month for a replacement part to arrive. I need my heat pump working and it is causing me a great deal of stress that I have no idea when that may happen.

  

  Business Response

  Date: 09/11/2024

  We have actively resolved these issues with *****.  The Manufacturer had an extended delay on the part that was needed. We have worked with the customer to find an alternative solution that meets his satisfaction and his installation is scheduled for Monday September 16th for his HVAC system and Monday September 23rd for his Aeroseal. I advised him that I will contact him on Monday Sept 23rd after his Aeroseal to help assist him with his WX install dates. ***** was agreeable with this plan. 

  Customer Answer

  Date: 09/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:04/29/2024

  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.

  Energy Assessment completed on 7/20/2023 Insulation and air sealing took place on 8/25/2023 and 9/2/2023 February 28th: Called them to tell them that our knee wall attic was covered in mold. Explained that we have never had mold in that area. Company sent someone out on March 1st to inspect. Pictures were taken by the company and I was told someone would call me the following week.Called the company again on March 27th because no one had followed up with me. I was told someone would call me back asap.They finally called me back on April 9th and stated they would like me to pay for half of the cost to remediate the area and fix the issues that are causing the mold. I expressed that I didn't think it was fair to expect me to pay for half, and that I was highly disappointed by the lack of communication and follow through. They sent a company out to inspect the mold on April 15th. The inspector voiced real concerns over the mold and expressed that the issue was caused by the lack of proper ventilation in the area and the way the insulation was added. They company who did the inspections emailed a quote to both myself and Endless energy that same day. After several days of not hearing back from Endless Energy, I reached out to them. They called me on Thursday April 18th and stated that they didn't know why the person who was emailed the quote didn't let them know. The quote, just for the remediation of the mold is $2400, and I expressed that based on the evaluation and what was told to me about why the area currently has mold I let them know that we were not paying for the remediation. The person I spoke to stated that he would call me back later that day, and I have not heard back from anyone from the company. The mold is causing health issues for me and my family and I would like for some resolution to this ASAP. You can see from the report, there was no mention of needing additional ventilation in that area, or a bathroom fan in the ** under area.

  

  Business Response

  Date: 04/30/2024

  The scope of the Mass Save weatherization specifications are not set by Endless Energy.  As a Home Performance Contractor under this program we are required to comply with the specifications as outlined by the vendor (Abode/National Grid).  This information is outlined in the *** agreement the customer signed which is attached here.  On 08/25/2023 the lead vendor sent an inspector out to the job site to review the scope of work and advised us the specifications that they required be completed.  We completed the specifications as specifically noted on the inspectors report (please see attached abode inspection report). Our work was completed 09/02/2023.  The customer did not reach out to us with regard to any concerns until late February 2024.  We put them in touch with a mold remediation company as we do not remediate mold.  The space in which the mold grew was most likely impacted by the fact that there is a bathroom with no vent fan in it.  Once the mold remediation company returned their evaluation, in an effort to provide customer service in good faith, we offered to not only pay half of the mold remediation costs (even though we completed the scope of work exactly as it was outlined to us through the lead vendor), we also offered to install a bath fan for the customer that they had purchased and to re-insulate as needed after the mold remediation at no cost to the customer.  The customer was not agreeable with this compromise.  The customer was aware that they had an unventilated bathroom which produces moisture and they chose not to take the steps necessary to ensure their home had proper mitigation against potential mold growth due to lack of ventilation.  We believe that we have gone above and beyond to provide a solution for this customer, and do not believe that the full remediation cost of the mold is owed by Endless Energy.  We have elevated the customers concerns to their lead vendor and made them aware of the customer's complaint, and have been awaiting further direction on how they wish us to proceed.  

  Customer Answer

  Date: 04/30/2024

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

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

  *****

   

   

  Customer Answer

  Date: 05/03/2024

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

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

   

   We did not contact the company about the mold until February because it is not a space that we use often.  In this case we didn't need to go into/or use this space until February.  We called the company immediately when we noticed the mold.  We also called a roofer to come and inspect the roof to insure there were no leaks around the chimney in that space.  We did not know that the bathroom below that space would cause an issue.  That statement by the company is inaccurate. The roofer who came out to inspect the area four days before the company came out to inspect is who alerted us to the possibility that the mold may be a result of the lack of ventilation from the bathroom below.  The bigger issue is the lack of communication and follow-up from the company.  Waiting a month to be contacted following the initial inspection and the lack of an explanation for this oversight unfortunately caused some distrust on our end.  When someone did finally call me back after a month, I answered my phone (despite it not being the best time for me to talk) out of fear that if I didn't it would take another month to hear back from anyone.  There seems to be some misinterpretation about the information that was presented on that call which may likely be because of the difficulty I had in hearing the conversation.  I interpreted what was said to be that it would be my obligation to cover half of the cost for everything, not just the mold remediation.   The information presented in the companies response stated that they told me they would cover the cost for the electrician as well as additional insulation, which was not made clear to me at the time of this conversation.  I was contacted by the vendor yesterday who scheduled a follow-up inspection with me and Endless Energy today. I am hopeful that we can get this situation resolved in a timely manner.  I do feel that all of this could have been avoided with better and more timely communication from Endless Energy.  

  
  Regards,

  *****

   

   

• Initial Complaint

  Date:03/07/2024

  Type:Billing 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 Endless Energy to service the mini split system that they installed for me. When asked about payment for the service, I said that I would like to use a credit card. They informed me that they would charge a 3% fee. I informed them that this is not permissible based on Chapter 140D Section 28A. They refused to stop charging the fee and I am reporting this because they must be doing this to other customers. I think this business practice should be addressed and stop.

  

  Business Response

  Date: 03/08/2024

  Endless Energy remains vigilant in our compliance with all state and federal regulations. We do not impose a surcharge for credit card use, however we do offer a discount to those customers who choose to pay by check or electronic fund transfer.  We do apply a 3 % discount to our customers who choose to pay by check or bank transfer.  This is stated clearly to all of our customers and is universally applied to all transactions as per the state guidelines.  This customer was presented the opportunity to pay with either check or bank transfer and he declined, and therefore was not eligible to receive the discount and was asked to pay the regular price. 

  The applicable state code the customer referenced is noted below: 

  With respect to any sales transaction, any discount from the regular price offered by the seller for the purpose of inducing payment by cash, check or other means not involving the use of an open-end-credit plan or a credit card shall not constitute a finance charge under section four if such discount is offered to all prospective buyers and its availability is disclosed clearly and conspicuously.

  Customer Answer

  Date: 03/08/2024

  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. 

  This response is factually inaccurate and unsatisfactory. A discount was not offered to pay by check or ACH. Instead, I was told a fee of 3% would be added to the $275 charge quoted if I choose to use a credit card. i recommend that the recording of the call be reviewed. This is directly in conflict with the relevant Massachusetts statute. It would be helpful if the business conducted not only its business legally but also responded to an BBB inquiry with an accurate information. 

  If the business would like to offer me a discount on the service quoted ($275) to pay by check or ACH, this would be a satisfactory fix to the error from yesterday.

  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:10/30/2023

  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.

  Endless Energy installed ducted and ductless heating and cooling system. Upon depositing cash around $9500, they scheduled installation. They sent technicians with no site managers for electrical work, HVAC work, and weatherization. The work was done in sloppy manner and delayed twice as long from agreed period of time. Electrician used cable covered with vinyl instead of metal-sheathed cable from the electrical panel for the attic. He left opening in the ceiling of the finished basement. ********* left water discharge line to direct water to the building and did not mend broken cement he opened. Weatherization made attic door not insulated properly and does not close. He did not install weatherization to door jams and on doors. None of the workers were provided with booties or clean and sufficient drop clothes to keep dust contained. Endless failed to coordinate the work and caused excessive inconvenience for everyday life and exposure to continued dust and expense of drop clothes and rolls of tapes.Their workers used our bathrooms and daily cleaning after their work over two weeks and confinement in the living room limited normal enjoyment of life as they extend day after day.They cut corners by not supervising before, during and after.They did not coordinate between the three teams which delayed project unnecessarily.

  

  Business Response

  Date: 10/31/2023

  We feel terrible that this customer did not believe we provided superior customer service, however, we believe that we went above and beyond to accommodate the many demands of the customer, even some of which were not agreed upon through the initial signed contract for the scope of work.   The customer signed their contract for ******************** on September 27, 2023. We reached out on October 4, 2023 to schedule her project and she requested an install date earlier than what we had available on our installation calendar.  We moved up the project per the request of the customer to an earlier install date of October 17, 2023, even though this caused our company to incur additional business charges of overtime as we had other projects already previously scheduled for the dates she requested.  We did not pass this expense onto the customer.  We provided a site manager on day 1 and intermittently throughout the project to ensure that work was being performed as outlined in the agreed upon scope of work.  The promise of an onsite project manager at all times was never discussed or agreed upon.  All of the technicians were provided with booties and drop clothes for the duration of the install project.  Prior to our team arriving on day 1 the customer had taken upon themselves to plastic their home from ceiling to floor, without inquiring if this expense would be reimbursed.  We brought our own protective materials on the day of the project, as per our normal business operations and industry standards, and the customer rejected them stating that she would prefer that she use her own.  The cost of protective materials was not a line item on her contract and was not passed along to the customer.  We declined to reimburse the customer for the out of pocket expenses she  demanded, as we did not request for her to take this step, and this expense was not agreed upon prior to the contract signature.  The customer was upset that the job was delayed 2 additional business days in total, due to unanticipated project challenges that we resolved on-site.  The project concluded on October 23, 2023.  The customer demanded that technicians come to work on weekends, which this cost was not included in her scope of work, and so we advised that her scope included typical business days for installation.  The customer was also upset that our technicians were scheduled to take a lunch everyday, as required by law, and that they used the restrooms on site (it is typical that our customers allow our technicians to use the facilities during the course of the project as the cost of a portable toilet was not included in the scope of the contract. The customer did not raise the issue of the technicians using on-site restrooms prior to signing the contract.  The materials used on site for the project were all in alignment with industry standards and current building codes including the electrical wires.  We have attempted to contact the customer to schedule a follow up visit to address her concerns with regard to the drain placement and ceiling hole and she has refused to allow our team back on site.  Once we are allowed to address these concerns we will schedule her final building inspection to close out permits. At this time we have done everything within our power to uphold our services as outlined in contract that was signed, and we can not provide anything further to the customer until she allows us to schedule a revisit and the final building inspection.  Additionally as part of her contract this customer has already received a discount of $1,674.00 off her total install and we took on the filing of the Mass Save rebate for the customer saving her time and not requiring her to front the cost of the $10,000 rebate which we as a company will have to wait many months before receiving.

  We believe we have in good faith provided this customer excellent service and have fulfilled the project contract as agreed upon.  We will continue to reach out to this customer to attempt to resolve any reasonable requests that are in alignment with the agreed upon scope of work. 

  Customer Answer

  Date: 10/31/2023

  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: 11/01/2023

  We will not speak to our company hiring and termination practices of any employee, current or former, to protect the privacy of all employees as pursuant by law and good ethics.  We will however, state that Endless Energy is an organization dedicated to promoting diversity and inclusion within our company and in our interactions in our communities.  We have not at any point treated this customer any differently than any other customer in our care, and have even made attempts to go above and beyond to work with customer requests such as moving up project dates.   We have made attempts via both by telephone and through email once we were made aware of the customer's complaint, and requested an opportunity to walk through the concerns the customer has on-site with our General Manager in an effort to help resolve the customers complaint.  The customer refused to meet with us via telephone and did not respond to us through email. Please see copy of the attached email communication for reference. 

• Initial Complaint

  Date:08/02/2023

  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.

  A central ** system we had installed in June stopped working. A service person came out over a week and a half ago and said that there was a faulty part that needed to be ordered. We were told we should have the part by Friday June 28th. The part did not come in until Tuesday August 1st. When the service person came in to fix the ** it was a part for a completely different system. We had a heat wave last week with temps rising to over 90 degrees in our bedrooms. I am 6 months pregnant and have 3 small children. This is unacceptable and we need help resolving this issue as complaining to management has not helped, they even laughed at me when I complained.

  

  Business Response

  Date: 08/02/2023

  We feel terrible that this customer and their family are experiencing discomfort, however, the initial issue was caused by a faulty part from the manufacturer of the equipment.  When we were advised of the malfunction of the part we ordered a replacement part.  The time it took to receive this part was outside of our span of control as it came from the manufacturer.  The part then received was not the correct part, and we immediately requested that an expedited order be processed for the correct part.  The correct part is expected to arrive tomorrow and we have scheduled to have the repair completed by Friday, and this timeline has been communicated to the customer.   Our commitment to making this customer's equipment repair as quickly as we can has been considerable in our time and efforts in contacting the manufacturer and communicating the need for the correct parts be sent as quickly as possible.  

• Initial Complaint

  Date:04/01/2023

  Type:Billing 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 pending charges from them and I didnt authorize them at all. Dont know what company this is

  

  Business Response

  Date: 04/03/2023

  After review, we believe this complaint has been made in error as the amount of the charges and name of the client is not on record within our company. We have not made any charges in these amounts to the person's account. The name of our company, Endless Energy, is used by various organization's throughout the country, and we believe that this person has identified our company in error.