Complaints

This profile includes complaints for Cleveland Energy's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Cleveland Energy

  1474 Main Street Walpole, MA 02081-1708

  
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  Cleveland Energy

  PO Box 347 Walpole, MA 02081-0347

  

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:02/02/2023

  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.

  Home addition started on 10/7/21 with a contractor. The contractor hired Cleveland Energy to install HVAC at a total cost of $32,550. Job was completed in June 2022 after many delays due to Cleveland. Cleveland Energy had to return to fix some issues with the Air Conditioning unit, it was leaking. The heat was turned on in Fall of 2022 and we noticed the temperature was much higher than the thermostat was set at and the fans are constantly running. Also one room in the upstairs has both baseboard heat and a vent in the ceiling - that room can get too hot quickly. The old thermostat was not moved and the heat in another bedroom is very low/cold in the room. Our electric bill is extremely high since the new unit was installed and it's not working properly. I have been calling Cleveland Energy since November 2022 for service and I still cannot get anyone out to the house. I am told that they are on emergency calls and too much heat in my home is not an emergency. I would like the until service/repaired or potentially a refund if I need to bring in another company to fix the issues called by this installation.

  

  Business Response

  Date: 02/13/2023

  In response to ********************* complaint to the BBB:
  
   
  
  Cleveland Energy did contract with the contractor to work at Nicoles residence. 
  
   
  
  I am sorry to hear ****** felt as though Cleveland Energy was the cause of the lengthy time it took to complete her addition.  By no means did Cleveland Energy delay the job.  The only delay we had was to wait on the manufacturing of the outdoor heat-pumps which arrived long before they needed to be installed and were the last part of the installation.  The backlash of COVID created delays in all areas of manufacturing.  The duct work, air handler, ceiling grills, and all components for the installation for the inside work were on hand and installed in sync with the contractors progress.  All permits have been pulled and passed final inspection. 
  
   
  
  Regarding the ********************* is referring to, this was a pressure test of the refrigerant piping tested with high pressure nitrogen prior to charging the whole system with 410A refrigerant.  Two leaks were found during the pressure test and fixed.  This test is performed on all installations of heat pumps before all systems are charged with refrigerant.
  
   
  
  The original proposal included heating and air condition of the existing house and the first and second floors of the new addition. 
  
   
  
  The heating and air conditioning is to be provided by mini-split heat pumps which do both air conditioning and heating with a combination of wall units and central duct pipe systems.  The two addition zones are centrally duct piped heating cooling systems.  The four other rooms in the existing house were to be wall mounted mini-split heat pump wall units.  Because of the cost of the installation of the systems for the addition combined with the cost of the existing house systems, ****** opted out on installation of the four wall units for the existing house which would have heated and cooled two bedrooms on the second floor, the living room on the first floor and a den on the first floor.  Those areas now would not have heating or air conditioning from a heat pump and would solely rely on the baseboard heating by an oil-fired boiler which is their existing source of heat. 
  
   
  
  Two rooms in which heat and air conditioning could be added to operate off the two-addition heat pump duct systems would be the existing kitchen area and one bedroom on the second floor.  Those two rooms still have the original baseboard heat but have the luxury of having air conditioning from the heat pump from the new addition system so in the summertime there is air conditioning in the kitchen and existing bedroom.  In the wintertime, when there is a call for heat in the new additions, heat will be blown into the second-floor bedroom and the existing kitchen area, but heat can also be generated by the existing baseboard if there is a call for heat from the original thermostats.  In which case, the baseboard heating will overheat the kitchen and second floor bedroom. 
  
   
  
  With certain criterias being met, ****** could receive a cash rebate from MassSave.  MassSave offers a rebate for homes which install heat pump systems as a primary source of heat.  ****** could receive the MassSave rebate of just over $6,000.00, all existing thermostats would not be able to operate until the outdoor temperature drops down to 30 degrees Fahrenheit.  Integrated controls were installed at each heat pump system in the new additions.  To rectify the overheating, the one ceiling and one wall grills can be shut-off manually in the wintertime to prevent overheating and opened in the summertime to provide air conditioning. 
  
   
  
  ****** had been made aware that the installation of integrated controls, without heat pump systems being installed in the rooms in the existing house, heat will not operate until temperatures outside drop to 30 degrees Fahrenheit.  In this case, this will cause the rooms to be cold.  Im not sure how she is heating the rooms in the existing house before the temperature drops to 30 degrees outside, electric heaters?
  
   
  
  ****** called Cleveland Energy and complained that she had too much heat in her home and that her electric bill was $800. The heat pumps operate off electricity in which ****** was aware of prior to installation of the units yet she wanted to proceed to receive the MassSave rebate.  Unfortunately, as we all know, electrical rates have soared astronomically out of our control.  On Wednesday, January 18, 2023, we told ****** we would be able to come out that day in which she stated the doors would be unlocked for us to get in.  Upon arrival, no one was home besides the dog Diesel peering out the window, and the doors were locked therefore we were unable to diagnose the alleged too much heat complaint.  Office staff called ****** to let her know that we were not able to get into her home at that time.  We are more than happy to come diagnose the issue but we need someone to be home in order to do so.  We will follow up with a phone call to ****** to try to reschedule.
  
   
  
  We take all complaints seriously and are more than willing to work with customers to resolve any problems or concerns they may have regarding our services. 
  
   
  
  Thank you,
  
  *****************************************
  
  CLEVELAND ENERGY

  Customer Answer

  Date: 02/13/2023

  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.]

   

  I appreciate the response from Cleveland and I am awaiting a service call from them on 2/14/23 at which point I hope this complaint can be closed.

  Cleveland Energy absolutely did cause delays in my addition project and the contractor would support my claims.  ******************************* ended up having to subcontract some work to ******. in order to finish the ductwork and catch up to the schedule that was overdue according to the contractor.  There were numerous occasions where Cleveland was expected on the job site but didn't show up which pushed things significantly. One such instance was his personal spring break vacation that was extended numerous times and the contractor was not sure when he would return.

  At no point was I "made aware that the installation of integrated controls, without heat pump systems being installed in the rooms in the existing house, heat will not operate until temps outside drop to 30 degrees".

  The baseboard heat is still working in the home and I'm not using electric heaters as a source of heat in any rooms. The upstairs bedroom which was part of the addition never had the baseboard removed so it's being heated by 2 sources and gets extremely hot.  I'm well aware that electricity costs have significantly increased but my point in bringing up an $800/month electric bill was that the system never turns off.  Upstairs the thermostat is set to 64 degrees and actual temp is 71 degrees because the unit is not turning off after the set temp. has been satisfied.  The same thing happens with the thermostat downstairs in the new addition room.
  

  I have been calling Cleveland since November 2022 to explain the issues going on with the thermostat not registering the temp and the heat continuing to run.  I was told the message would be passed along and someone would be out to look at my home.   On the service date in question, 1/18/23, I had to take my daughter to urgent care in the morning unexpectedly.  I tried to speak to ******************************* on the ring camera when he arrived at my home to let him know the back slider door was open.  I also called the office and spoke to **** and told her that I can see **** in the driveway and please call or text him to let him know the back slider was open.  **** left without entering the home to assess the situation.  I tried calling back a few times to reschedule and was told that my situation wasn't an emergency and to call back to get on the schedule.  I finally felt that submitting a claim with the BBB was my only option in hopes to resolve the issue.

  I look forward to my scheduled service call on 2/14/23.
  

   
  
  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: 02/15/2023

   It was a pleasure to meet ****** again on Tuesday, February 14, 2023, to address her concerns regarding the overheating issue.  Adjustments were made to both:  PREMTBVC2 controllers for the first and second floor addition heating/cooling zones.  The adjustment dropped the heating band swing from the setting of 5 degrees Fahrenheit to the lowest setting of 3 degrees Fahrenheit.  I also explained to ****** the baseboard in the heating area and the second-floor bedroom can be closed to prevent overheating in these areas.  If ****** has any further questions or concerns to call us any time.  

   

  Thank you,

  *****************************************, Jr.

  Customer Answer

  Date: 02/15/2023

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