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:05/20/2025

  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 got two problems:1. The oil tank in my cellar that they were supposed to take out of my cellar which was 3 weeks ago 2. The thermostat has 8 numbers on it and it is digital , I don't know which buttons to press. I talked to them once and asked if they could send someone down. When they sent the people here no one spoke English . My son tried to come over and fix the thermostat and he could not fix it. When I talked to them I asked them if they could mail me a manual of how to operate the thermostat so my son could help me operate it. It is on heat , I don't know how to change it to air conditioning. It's been three weeks since I have been calling , they say they will call me back and they never get back to me.

  

  Business Response

  Date: 05/27/2025

  Hello *******. We apologize for the delayed response as we were waiting to hear back from the appropriate team after escalating your concerns.  I have been told that someone has spoken to you as far as how to properly work your thermostats, and that a service visit is scheduled for tomorrow.

• Initial Complaint

  Date:04/22/2025

  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.

  The problem here is overcharging!! They guaranteed their work and then charged us for coming back out. This was in November. We still cannot get ***** to get us our refund, though she has stated three times now that it would be processed. I have called in to see if someone else could handle this, nope.

  

  Business Response

  Date: 04/23/2025

  Hello ***** **.  I'm very sorry for this experience, but I'm not able to find any payment activity at the address provided.  Do you have a receipt or proof of payment you can send you can send?

  Customer Answer

  Date: 04/23/2025

  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. 

  The invoice in question is attached. This was a return visit and covered under the companies own warranty, therefore should not have charged the return service fee. We have been told the $129 would be refunded 4 times now, and still no refund.

  
  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,

  Liang

   

   

  

  Business Response

  Date: 04/28/2025

  Hello.  There is no attachment to this message.

  Customer Answer

  Date: 05/05/2025

  [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:
  
  The business have refunded me their overcharge!  Thank you very much for your work!
  
  Regards,
  
  ***** **

• Initial Complaint

  Date:04/14/2025

  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.

  The work they did wasnt the work that was told. They said they was going to fix and nothing was never fix.

  

  Business Response

  Date: 04/23/2025

  Thank you for sharing your feedback. We are truly sorry to hear that the final outcome of your heating and cooling installation did not meet your expectations from an aesthetic standpoint. We understand how important it is for your home to feel both comfortable and visually pleasing, and we regret that we fell short in delivering the experience you had hoped for.

  
  While were grateful that you approved the project scope and entrusted us with your home, we never want a customer to feel disappointed once the work is complete. Your home is personal, and we take that responsibility seriously. Its clear from your review that we need to do a better job communicating visual impacts and while balancing the guidelines of what is approved by the program that funds the project to ensure it aligns more closely with customer expectations.

  
  Thank you again for your candid feedback. It helps us grow, and more importantly, reminds us that every detail matters.

  
  

  Customer Answer

  Date: 04/23/2025

  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. 

  [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:04/03/2025

  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.

  I engaged HomeWorks Energy through the MassSave program to perform an energy efficiency audit on January 21, 2025, and subsequent insulation installation and air gap sealing initially schedule for February 5, 2025, for a total net cost of $843.52. All said, my concerns fall into three categories: Unprofessional Multiple claims of not receiving my email messages, which were untrue Repeated commitments from various people to return my calls and/or resolve my concerns all unfulfilled Repeated calls, emails, and letters requesting balance payment and threatening escalating collections when I had already paid in full the day the work was performed Incompetent Original work order was incorrect Original team claimed they couldnt perform work in the garage due to a gap, so they just did the basement work The basement work was performed improperly and caused water intrusion in our walls, soaking the insulation the team had installed The second team came to perform the work in the garage oCreated dust, left insulation everywhere no protection of our property oDidnt clean up plaster spills oLikely damaged our new garage door openers Deceptive I was told by a customer service *** that I signed a form acknowledging that I needed to cover and protect my belongings, and a supervisor subsequently told me that was categorically false and that its their responsibility to protect our belongings and clean up

  

  Business Response

  Date: 04/04/2025

  Hi *****,

  
  Thank you again for taking the time to share your concerns. We want to acknowledge the frustration this situation has caused and reiterate that your feedback is important to us.
  After a full internal review, including an on-site visit by a manager, weve determined that the damage and mess described do not appear to have been caused by our team. The original scope of work was delayed due to the presence of asbestos in the basement, and during the return visit, our crew identified a water leak in that area. In alignment with our standard procedures, we do not seal or insulate areas where active moisture is present, to avoid trapping moisture and creating potential long-term issues.

  
  A $50 discount was previously authorized by ************** as a courtesy for the inconvenience caused. As that offer was declined and no further remediation has been deemed necessary by our team, we consider this matter resolved from our end.

  
  That said, we understand how important it is to feel heard and supported. As a final step, our team member **** will be reaching out to you shortly to discuss this directly and ensure you have a chance to share any final thoughts or questions.

  
  Thank you again for your patience and for giving us the opportunity to review this thoroughly.
  

  
  

  Customer Answer

  Date: 04/04/2025

  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. 

  The merchant's response is categorically false and consistent with the responses I have received from them to-date.  The house was built in 2000, so no asbestos is present.  The crew never informed me of a water leak (because there wasn't one), and the pictures I sent clearly show insulation all over the garage.  ****, the HomeWorks supervisor who visited most recently acknowledge these details and, we will subpoena him to reiterate that under oath, if necessary.  If the merchant continues to fabricate these lies, I will dispute the charges with my credit card company and have our legal counsel contact them regarding the damages to our home.  
  
  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: 04/09/2025

  Hello *****.  ****** has advised that she has spoken to you and there are a number of plans in motion to address the issues at hand and we're looking forward to solid resolutions.  Please reach out to ****** if you are in need of any further assistance.  Thank you for allowing us to work with you and for your patience.

  Customer Answer

  Date: 04/16/2025

  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. 

  Although we are cautiously optimistic about the merchant's proposed actions, we have not yet had anyone come out and so our concerns remain unresolved.  
  
  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: 04/29/2025

  Hello *****.  ****** ****** has been trying to reach you.  Please respond to her emails or if you'd rather speak on the phone, please let her know the day and time you prefer to be called back.  We look forward to making contact with you.

• Initial Complaint

  Date:04/01/2025

  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.

  We are seeking to have work completed by HomeWorks Energy that involves the Basement Sealing of our basement ceiling along the interior perimeter. This was offered at the time of our home assessment and inspection on 4/25/2024 and included in the project summary. The basement crawlspace was weatherized, but the rest of the basement perimeter was not done. We are seeking completion off this work. Supporting documents are attached to this complaint.

  

  Business Response

  Date: 04/04/2025

  Hello ****,

  I was told that one of our Managers, ******, spoke to you and went over things that you're concerned about. The branch manager and ****** determined it's best to have a field manager in person do a walk-through, which will be on 4/25.  
  
  Thank you. 

  Customer Answer

  Date: 04/04/2025

  [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 #********.

  Our understanding is that a Branch Manager will come out to our home on 4/25/2025 and inspect and assess the work that needs to be completed.

  I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  **** ********

• Initial Complaint

  Date:03/25/2025

  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.

  On March 4th HomeWorks began install of a new Heat Pump HVAC system to ***lace our oil furnace. The install was scheduled to take 2 days to complete, however at the end of the 2nd day the air handler located in the attic was unable to function, which has still not been resolved as of 3/25. This renders the install incomplete, and there has been no movement towards scheduling service at this time.Additionally, the systems auxiliary heat system cannot be used because the quoted sub panel addition is insufficient to power the unit, even with only one air handler operational. According to a *** from the electrical company ****** that provided the service under agreement with HomeWorks, a 200 Amp Panel Upgrade is required for the install to function properly, which HomeWorks is now holding us up on for a quoted $6500 worth of work. We believe this is was an entirely avoidable mistake, and had proper calculations been made when quoting the build we may have made a different decision regarding the scope of work. As such we believe we should be provided the upgrade at no further charge OR provided the ability to receive a full refund and have our home returned to the state in which it was prior to their arrival, including reinstalling the ac condenser they removed.HomeWorks additionally filed a complete project certificate to GoodLeap incorrectly as the build has not been finished, and received compensation for it despite the incomplete state of the project.

  

  Business Response

  Date: 03/26/2025

  Hello *******.  We're very sorry to hear about this situation, definitely not something we want to see one of our customers go through.  Upon receiving your message we did reach out immediately to the appropriate management team.  I have been advised that an employee named ***** will be reaching out to you in order to schedule the installation of the 200 AMP upgrade as soon as possible.  Please work with ***** or reach out to us again here if you need further assistance.  Thank you for giving us the opportunity to make things right.

  Customer Answer

  Date: 03/27/2025

  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. 

  ***** reached out from a personal number to inform me they planned to provide the service upgrade at no additional cost. However, now at well over 24hrs since that call I have received no further word on scheduling. When I called my ***resentative ******* *******, she had heard no updates, and suggested I could reach out to the electric provider ****** to see where they were at.

  My *** at *********************, ***, informed me that they had not received any communication regarding the service upgrade from HomeWorks Energy. I have received no written documentation to affirm the plan of action either. Follow up calls this afternoon to express these concerns to the company were not answered. This follows a pattern of uncommunicative and slow moving discussions around our project as a whole.

  If this service can be scheduled and rendered in a timely manner that may be acceptable. However at this time I would appreciate an offer to remove and refund the initial work as well, as we near a month from project start without even a schedule for when the install may be completed.

  
  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:03/13/2025

  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.

  A year and a half ago I had an assessment done. I was told I qualified for a heat pump, attic insulation and mold remediation. I waited 8 months to call to check on my status, as I was so grateful for the help. The day I called I was told they had no record of me and they would check into it and call me back. I received a call for them to install a sump pump, which I dont need and was never even talked about three weeks later. I called again last August, again told all I was approved of was a sump pump and mold remediation. She was gonna check into it and call me back. Never did. Ive called Community Teamwork a few times and asked to cancel this company and start over. Was told I cant do this because all the work ( they cant seem to find or help with ) was approve this horrible company. Got a call from the mold remediation company a week or so ago ( the owner was fantastic and informative. The only one who was awesome with his answers). He told me the were hired to take out my insulation. But they arent licensed to reinstall any AND IT WAS 5 degrees out ! Got another call you guessed it. A sump pump company again, and as I mentioned earlier, I DONT need one. Called the number once again today put on hold and hung up on once again. Finally got a person and asked what I was approved for. You guessed it A SUMP PUMP . And was now told they would put new insulation over the moldy stuff and THINKS the mold abatement company will be able to seal the mold in before they install it. Obtw as I mentioned, I asked what I was approved for- no mention of that heat pump. Till IT WAS ME who mentioned it. Suddenly she saw it and told me there was no funding. Ive been told by multiple other companies they are horrible. And they definitely proved it. I SO appreciate the help with repairs to my house but this is a nightmare. **** cancel this company and start over, because they did the assessment and approved the work. Seems ALOT of people feel the same

  

  Business Response

  Date: 03/17/2025

  Hello *****.  I apologize for the delayed response but based on the complexity of your case, we needed to escalate to the appropriate management and wait to hear from them.  We have been told that one of our managers, ***, has reached out to you and that someone was at your home over the weekend and that the work you need completed is in progress.

• Initial Complaint

  Date:02/13/2025

  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.

  Through Mass Saves Program, home works energy installed a new HVAC system in my home in June 2024 Since then, our AC did not work in July, our heat did not work in December and now heat does work but our bills are more than double our previous heating bills We have tried multiple times (over 10) over the past 2 months to resolve this issue. The first month Home Works Energy paid us the difference of our heating bill (present ****-**** from previous December)Now they are not returning our calls and emails or request for a technician to come out to our house

  

  Business Response

  Date: 02/14/2025

  Hello *****.  We're very sorry to hear about this, and that you have been having trouble getting in touch with someone.  I see by a note on your account that you spoke to one of our supervisors *******, and that there is a technician scheduled to go to your home on Wednesday 2/19.  If they are not able to resolve the situation to your satisfaction at that time please let us know.  Thank you.

  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. 

  Thank you for your response.  I did not speak with any supervisor and do not know who ******* is.  I was told that my complaint had been escalated to management.  When I did not receive a call back from *** ***** as promised, I called again and the person who answered the phone ( it was not *******. It was a male, kindly scheduled the technician visit.) That was the 3rd phone call I made on Friday and each time I was on hold for ***** minutes.  I was disconnected on the first call after waiting 45 minutes.

  We also did not receive any answer to our request to be reimbursed for the balance of our heating bill which has been more than double our previous bills.  HWE paid us the difference the first month this happened which indicates in my opinion some degree of culpability.
  
  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: 02/18/2025

  Hello *****.  I apologize for the confusion.  It appeared that ******* called you but she assigned it to the person that called you to set up the service visit for tomorrow (2/19).  I would suggest that you address all of your concerns with that person and ask for their (or their supervisors) direct contact information.

  Customer Answer

  Date: 02/19/2025

  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. 

  [You are correct, I am confused.  ******* never called me and I have no idea of who she assigned our case to.  As I mentioned, I was able to schedule the service visit with the operator who answered my call to the main number.  If you are referring to *** *****, the reason I have escalated this is because he has not returned any of my calls or emails ( at least 5).  I did ask to speak with a supervisor and was told there wasn't one because HWE is short staffed.  I still do not know who ******* is but I would like to speak with someone who can help me with my current bill which is over 2x our previous heating bills.  HWE paid the difference for our December bill which would suggest to me that HWE was admitted to a problem with our new efficient system]
  
  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.
  
  Please respond to this message within 10 days.
  FAQ
  
  Regards,

  *****

   

   

  

  Business Response

  Date: 03/05/2025

  Hello *****.  I have been advised that a Field Manager is scheduled to be at your home tomorrow (3/6/25) and that *** has reached out to you via phone and email in hopes of scheduling a manager and a technician to review the concerns about your energy bills.

  Customer Answer

  Date: 03/17/2025

  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. 

  The Insulation people are at my house today to complete the insulation and correct the floor that was not secured after the original insulation was put in.  The technician (****) came on 3/6 and answered our questions and adjusted the system correctly as it was not running correctly as it was not and therefore not efficiently.  I would like to wait til our next bill arrives to see if there is an improvement although it will be different as it's no longer so cold outside.  But we are closer to a resolution although frustrating it had to get to this ppoint for HWE to respond.
  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:02/12/2025

  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.

  Mass Save came out for an initial assessment on 10/25/2024. Per the assessment, more insulation was to be installed in two attic spaces on 11/1/2024. The installation installers said they needed to do something different than what was initially assessed, and told me this happens all the time. 90% of the way through the install - completing one area and just needing to finish up another area, and the installers told me they ran into vermiculite in one of the areas - which would have never happened if they did what was initially assessed. It was then sub-contracted out to have the vermiculite removed, that negated the cost of Mass-save subsidy on the insulation work - as vermiculite removal came out of my pocket, the vermiculite removal occurred on 11/22/24. I was then contacted once the vermiculite certificate was received, about setting up an appointment to finish the insulation job, occurred on 2/7/25. The installer showed up and it was a completely different team, that had no idea that anything had been initially done and what needed to be completed, they thought they were doing the whole job. I told them that they are only supposed to finish up, what I was told was 10% of the job in the one area. They worked on a different area then what I instructed them and now the attic door is not able to be closed. They left broken pieces of sheet-rock everywhere in the attic, they also pulled down ceiling insulation and left the ceiling exposed. The whole experience has left damage to the home the ruined the integrity as there are now holes in the attic floor. I really think , since what mass save assessed and quoted was not performed, that Mass Save needs to come out and see what was done and be present when they have the insulation company come back and repair the damages, fix the insulation issues, and clean up after themselves.

  

  Business Response

  Date: 02/13/2025

  Hello *******.  We're very sorry to hear about this experience.  Upon receiving your concerns we immediately escalated to the appropriate management.  I was told that you spoke to ****** and she has scheduled a manager to come to your home to document all of what you reported to ensure that the correct people are sent to resolve any outstanding issues.  If you have any further questions or concerns, please contact ****** as she will be your point of contact until your concerns are resolved.

• Initial Complaint

  Date:02/10/2025

  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.

  My husband and I contracted with HomeWorks Energy on late December for heat pumps/mini splits, which were installed in mid-January. The heat pumps/mini splits are not working properly, and despite repeated attempts to get them working, they have been unable to do so. They came to do an inspection on February 7 (3 weeks after installation), ascertained that one of the heat pumps/compressors had a lot of ice. The gentleman chipped the ice off and and told us they would schedule another inspection but that the compressor should "work better now". The scheduler called today and our next inspection is happening on February 19. Meanwhile, the first floor of the house is freezing. If we don't keep the mini-split temperature in the mid- to upper-80s, the first floor doesn't get above 68 degrees. That is not acceptable. We got our first electric bill, and for only 2 weeks worth of electricity after the installation, our electric bill is $700 - again, not acceptable.I called today to get a supervisor on the phone and was told that I would get a call back in ***** hours. The operator also hung up on me when I told her I was calling the better business bureau and accused me of "threats". Absolutely unacceptable. This company sold us a bill of goods (we were told by the salesperson distinctly that the problems with mini-splits not being able to handle New England ******* had been remedied) and we are extremely unhappy with the service and the follow-up. We can't even get anyone on the phone, and the people who have come to the house many times had at best a rudimentary knowledge of the English language and could not communicate clearly.We have paid a great deal of money to this company and we expect to get this issue resolved immediately. If another mini-split has to be installed to help with the heating on the first floor, or if they have to completely replace the condensers, it will be done for free. We are not paying anything further to rectify this issue.

  

  Business Response

  Date: 02/11/2025

  Hello *****.  We're very sorry to hear about what you're going through.  Upon receiving this complaint, your concerns were immediately escalated to the appropriate management.  I was told that a manager will be reaching out to you today and will schedule a service visit to hopefully get your system running properly.

  Customer Answer

  Date: 02/11/2025

  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. 

  We have received a phone call from the company and have set up a visit by the company for Wednesday, February 12 between 10 and 12 to assess the problems and let us know how they will rectify the issues. We would like to keep the complaint open until a resolution has occurred and our new heat pump system is operating properly - and we're not incurring a $50 per day cost for the electrical usage.
  
  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: 02/12/2025

  Understood.  Hopefully today's appointment will work towards a resolution.

  Customer Answer

  Date: 02/14/2025

  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. 

  The original installers were at the house yesterday and attempted to remedy the situation by moving one of the mini-splits to the smaller condenser. That remedy did not work - we kept the living room and dining room mini-splits at 75 overnight (which is still too high), and this morning the first floor temperature was 64. We had to boost the mini-splits up to 80, and the temperature on the first floor still reads at 64 and hour after cranking them up to 80. This is unacceptable not only because it has now been a month since the original installation with a non-functioning heat pump system, but also because we have a $708 electrical bill for half of January and our electrical bill for February will probably be over $1,000. There must be a solution to this issue immediately. We are literally wasting money every single day with the way this system is functioning. We keep being told that the 2 units on the first floor should handle the space, but obviously it isn't. Something is wrong and it needs to be fixed ASAP.
  
  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: 03/12/2025

  Hello *****.  I apologize for the delayed response, I was waiting to hear from the management working on your case.  I have been told that as far as the heating/cooling work goes, we've done all we can do. We gave you a free condenser with a floor mounted unit in the basement free of charge.  We also installed a sub panel to support the unit free of charge.  Your next best solution would be to insulate your floors to reduce heat loss.  Thank you for your patience while we worked to resolve this for you.

  Customer Answer

  Date: 03/19/2025

  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 appreciate the feedback from the business. Yes, they have gone above and beyond in their attempts to fix our issue, and we appreciate their efforts. A few things, however:

  1) We were told that the ceiling in the basement would be insulated, which we were told would greatly help the issue with the first floor being cold. We weren't informed that the mini-split in the basement would be installed INSTEAD of the insulation. In fact, we weren't informed about the mini-split in the basement until the day of installation of the additional floor unit in the front room of the first floor.

  2) The first floor is still cold when the temperature outside is below 40, even with the additional floor unit. We have kept the first floor units at no higher than 72 because of our astronomical electrical costs over the past 2 months. Now it seems we're going to have to incur additional costs to get the basement ceiling insulated, which we feel should have been assessed early on, at the beginning of the process. We relied on the business's expertise to tell us what is needed for efficient and cost effective heating and cooling. We're disappointed that the business didn't adequately assess the full scope of the project given that the house is 130 years old.

  3) Our main concern at this point is the near impossibility of getting a human being on the phone. It has been an extremely frustrating process working with this company. My husband has called the company several times in the past 2 weeks and has not received a call back to date except for one conversation with the "concierge", who promised to pass along my husband's messages - to no avail.

  4) We received an email with an invoice for the final payment, which we are ready to pay. HOWEVER, we want assurances that the minute the business receives the final payment, they will start the process to file for the $10,000 rebate from ******** that we are entitled to. We don't want this to linger for months - we want the contact information (including direct phone number) with whomever is going to submit the application, and we want to have a way to monitor the progress of the application to make sure that we receive the rebate in a timely fashion.

  Once we receive these assurances we can close out the complaint. Thank you.

  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,

  *****