Complaints

This profile includes complaints for Constellation Home Products & Services, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Constellation Home Products & Services, LLC

  1409 Tangier Dr Ste A Baltimore, MD 21220-2878

  
• 

  Constellation Home Products & Services, LLC

  2701 Back Acre Cir Mount Airy, MD 21771-7752

  
• 

  Constellation Home Products & Services, LLC

  PO Box 17256 Baltimore, MD 21297-0530

  
• 

  Constellation Home Products & Services, LLC

  569A Southlawn Ln Rockville, MD 20850-1467

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:06/23/2025

  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.

  Air conditioner stopped working. Called BG&E for repair. Technician arrived on Monday. Told us it was the compressor that needed to be repaired. Technician said it was an easy fix. He said they had the part in their warehouse and that hed be back either Tuesday or Wednesday to replace.Tuesday & Wednesday came and went,no technician. When we called in to find out why it hadnt been repaired,we were told the following : Representative told us it wasnt the compressor that,it was the motor. Told us they had to order the part and would be here on Friday & to inspect installation. Its now Friday,told us it wont be here until after 4 pm so today is impossible. That they would call us once the part came in & then schedule another appointmentmeaning the soonest they can literally set the appointment is on Monday. So,Ive got 2 disabled elderly parents(father is 80,mother is 78) stuck in sweltering heat with no real idea of when they can get it fixed. Our biggest issue is BG&E contradicting the repairmen and denying what part was actually in need of repair. BG&E used to be known for keeping their word especially when children and/or the elderly were involved,but guess those days are long gone

  Business Response

  Date: 06/25/2025

  Customer advised unit was being replaced. 

• Initial Complaint

  Date:06/11/2025

  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.

  On 4/19/24 I went online to buy a service contract with constellation Home for a plumbing and electric for $*****. I received a confirmation email with a confirmation number about my service plan. I knew there was a 30 day wait before I could get service so I waited and I tried to go online and pay it again in May and I had trouble on May 25 so I sent an email to constellation Home And asked them to email me because I couldnt call easily from work. They left a message saying I do not have a service contract. I went ahead and found out how to pay and paid another payment on May 28 for ***** and I set up an appointment to have plumbing service in my home in July. I sent another email to find out why my service plan was not showing and again I was told I do not have a service plan. I sent my confirmation email and they will not honor it even though I have confirmation. They told me I could still have the people come to do the work for the plumbing and my service plan would be effective the day after. My two payments I sent are just showing as a credit. Please help me. Sincerely, ********, *****.

  Business Response

  Date: 06/17/2025

  Supervisor contacted customer and left message. Customer's refund was processed  6/17/2025.

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I do not see how it is fair that I paid for a service plan to get Plumbing fixed. Have an appointment on July 2 and now they will not honor it.
  

  
  
  Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:06/10/2025

  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 was billed for a service contract with Constellation Home that I did not request. I have never done business with them. I recently sold my home and during the time I owned it, I was covered under a contract with ********************. I tried to reach out to Constellation Home but keep getting transferred and not getting any resolutions. I have attached a copy of the bill for your review and hopefully getting this contract cancelled. I have not paid this bill,

  Business Response

  Date: 06/10/2025

  Good afternoon, 

  The contract was canceled and current balance waived. thank you

• Initial Complaint

  Date:06/04/2025

  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.

  My husband, ***** ******, and I bought two ***** units through Constellation. The units were around $35,000. Within months, the units stopped working. I had multiple service calls. I was told to hire plumbers, handymen etc. I did all of that but each one said the issue was the ac unit. Constellation told me there was no issue. Finally I got someone to listen and through multiple trips they uncovered multiple issues. It turns out that Constellation had fired the group that installed the ac. There were air gaps, thermostat issues, etc. i had a separate unit I wanted to replace a few weeks ago and called out other companies to look at that unit. With visual observation alone they said my ***** units from constellation were improperly located and wouldnt last due to high head pressure. Obviously I was upset given these units havent worked well since installation. My house humidity is still seventy percent. I made a complaint with constellation but they have not been helpful. My address is **************************************. This was two ***** ac units in April 2024.

  Business Response

  Date: 06/17/2025

  On 6/13, manager along with a representative from the
  equipment manufacturer met with the customer to discuss.

  Customer Answer

  Date: 06/17/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the issue has not be resolved. 
  

  Also, I was told by the state of Texas that the license holder on my invoice did not have a valid license at installation. 
  
  
  
  Sincerely,
  
  ******* ***

  Business Response

  Date: 06/24/2025

  Manager working with customer on resolution 

• Initial Complaint

  Date:05/23/2025

  Type:Order 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 signed up for a plumbing plan . And asked my rep numerous times does it cover sewer and snaking toilet plumbing issues. Rep stated yes multiple times. I paid my bill to start policy. So happen the day my policy started NOTHING WAS COVERED SHE SAID. Another rep stated I need a Sewer policy and plumber wanted $600 to snake toilet! UNEXCEPTABLE! When I asked numerous times about what was covered! Im Requesting my billing fee back Because I told incorrect Information and canceled policy same day it started.

  Business Response

  Date: 05/30/2025

  Account has been closed; a refund of the $19.95 payment currently in process.

  Customer Answer

  Date: 05/30/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I applied for a service contract for water/ sewer line service plan online on April 2, 2025. I have a print screen of this enrollment confirmation. I cancelled on April 15, 2025per my telephone record. Service Plan # ******* The person I spoke to on this call told me that this contract was not valid because there was an error in the service address ( too many spaces next to house number) and that this service contract was not valid.
  About 2 weeks later I got a notice for payment. I called again to notify them that I had already cancelled. The person I spoke to ( ********.) told me that it was a valid service plan and it was only eligible to cancel in 12 months. I did explain clearly that I had already called to cancel and please check her records. She said this was a different service contract ….. This time it is under my husbands name! He is 93 and would never call or fill an online application. She verified the address which was correct, but she had a different t phone number and email on this record. She asked for our phone number and email. She told us that the phone number on file was a 301 area code . We never had a phone with a. 301 area code. She also had a different email address. She said she could elevate this to a supervisor and would get a call the same day. Of course I did not.
  A few days later, I called again, this time someone called Peter answered and I repeated the same story. I asked to speak to a supervisor and was told my case was already elevated and I should receive a call shortly. I never did. Now we are getting notices for payment and it shows I am already behind. I am tempted to believe it is fraud, but I have no proof. Certainly, someone dropped the ball on my first call and I do not know what I can do. Any help appreciated.

  Business Response

  Date: 05/14/2025

  Supervisor contacted customer advised account has been closed no balance due. 

  Customer Answer

  Date: 05/14/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  *** *********

• Initial Complaint

  Date:05/12/2025

  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.

  I am writing to formally request fulfillment of the lifetime warranty and active service plan (Account #********** associated with my ***** Marathon water heater, purchased through BGE Home and installed on December 10, 2012. This coverage was transferred to Constellation Home following your acquisition of BGE Home.The unit in question a 105-gallon ***** Marathon (Model #********, Serial #*********** has developed a significant leak and has been professionally diagnosed by a Constellation Home technician as requiring replacement. We have been without hot water since approximately April 29, 2025.I understand that ***** no longer manufactures the 105-gallon model and that, due to regulatory changes post-2022, it may no longer be installed in residential homes. A Constellation Home representative (*** ******) has offered a 50-gallon unit with a booster, which would yield approximately 65 gallons of usable hot water. Unfortunately, this is not an adequate replacement for a 105-gallon tank and does not meet the functional needs of our household.A lifetime warranty should not result in a downgrade in capacity or performance. I respectfully request a replacement solution that maintains equivalent functionality. Possible alternatives include:A ***** Marathon 85-gallon unit, which is still in production A dual 50-gallon unit configuration to match the original capacity Another high-capacity, residential 105-gallon equivalent with a lifetime warranty Please advise what documentation is required to proceed such as serial numbers, photographs, proof of purchase, or service records and I will provide it promptly.I hope to resolve this matter promptly and cooperatively. Thank you for your attention, and I look forward to your response.Sincerely,***** *****

  Business Response

  Date: 05/16/2025

  Sales Manager has contacted customer and resolved. 

• Initial Complaint

  Date:03/13/2025

  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 am filing this complaint against Constellation Home due to an incorrect billing issue and an extremely poor customer ********************** ************* account number is ******, and I have been making my monthly payments of $33.95 as follows: 11/12/2024: $4.08 12/17/2024: $33.95 1/17/2025: $33.95 2/18/2025: $33.95 All payments were made through my online banking account. Despite this, I received a bill for $101.85, which incorrectly reflects three months of service. Since I have been making my payments on time, this charge is unjustified.On March 12, 2025, at 5:24 PM, I called Constellation Homes customer ********************** *************) to address this issue and spoke with a representative named *****. The call was extremely frustrating, as she continuously cut me off, refused to verify my payments, and repeatedly told me when invoices were issued rather than confirming when my payments were received. She only acknowledged two months of payments, despite my records showing that all payments were made. When I insisted on clarification, she dismissed me and told me to call billing the next morning instead of assisting me.This experience was unacceptable and demonstrates a complete lack of professionalism and customer **********************. A customer ********************** representative should be able to address billing concerns or escalate them appropriately, rather than dismissing the customer.I am requesting an immediate investigation into my account, written confirmation of all payments received, and a resolution to this billing error. Additionally, I urge Constellation Home to take appropriate action regarding the poor customer ********************** I experienced.I am escalating this issue to the Better Business Bureau (BBB) to formally document my complaint and seek resolution. I expect a prompt response addressing both the billing discrepancy and the unacceptable treatment I received from your representative.

  Business Response

  Date: 03/20/2025

  A customer care Supervisor reach out and spoke with customer. The issue has been resolved. 

• Initial Complaint

  Date:03/04/2025

  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.

  In December, 2024, Constellation (my electric company) sent me four invoices totaling $667.40. I called Constellation on 12/12 and talked to a representative named ****** I let him know my bill was extremely high and I wanted to have the meter reread. ***** said he would research it and call me back on 12/16. He continued to research it and it took over a month. He called me back to let me know the amount owed was correct. I disagreed because my electric bill has never been that high. On 1/17/25, I paid the $667.40 so my electricity would not be cutoff. He said due to the inconvenience, he would like to offer me a 12 month plan at 11.5 kilowatt hours (KWH) since I was a senior citizen. Of course, I accepted. On 3/3/25, I called Constellation for an ** repair because my ** unit on the bedroom side is not cooling. An appointment was scheduled for 3/4/25 for ** repair and an appointment was scheduled for 3/11 to have the other ** unit serviced. On 3/4, I missed a call from Constellation around 7:57 a.m. and called them right back. I was informed that my appointments had been cancelled because I did not have the policy protection plan. I told them I did have the protection plan. Come to find out, when ***** changed my plan to the 11.5 KWH, the ** protection plan was cancelled, and he did not tell me it would be cancelled. I need my ** repaired and Constellation will not repair it because they said the policy was cancelled and I am not covered under the protection plan; however, I did not cancel it. Today I was informed by another representative, I would have to sign up for a 36 month plan at 14.4 KWH to be eligible for the **/Heater/Water Heater protection plan. I think it was unethical for ***** not to inform me I would no longer have the protection plan coverage with the 12 month plan. It is also unfair because this is a mistake on Constellation's part. I would like to request for Constellation to repair my ** because I was not informed they cancelled my plan.

  Customer Answer

  Date: 03/05/2025

  I received a call from Constellation this morning. They are sending a technician out on Friday, March 7, 2025, to repair my air conditioner. 
  

  Thank you!

  Business Response

  Date: 03/11/2025

  ********** contacted customer, ********************** technician was sent out found air conditioning cannot be repaired, a contract for it is not necessary. 

• Initial Complaint

  Date:03/03/2025

  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.

  Had a maintenance call scheduled for between 7am and 12pm this past Friday. After 12pm, I got an automated text saying that someone was on the way. I texted the number back several times asking where the person was because I never saw anyone and I didn't get a call or a text telling me when the person was here. I waited for months for this appointment. Please schedule someone to get out here for this ASAP. And, let me know when the person will actually arrive.

  Business Response

  Date: 03/04/2025

  On 3/3. customer was contacted and message left. Customer was scheduled for the morning of 3/5/2025.