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Business Profile

Heating and Air Conditioning

Constellation Home Products & Services, LLC
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Constellation Home Products & Services, LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 183 total complaints in the last 3 years.
    • 54 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/08/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Contracted Constellation Home to install windows April 2022 with a down payment of $3,524.00. Windows were installed and the final payment of $3,124.00 deduced from our account June 2022. A few months later a problem with one window not closing completely. Contacted them first time did not hear back. Contacted a second time did not hear back. Third time contacted them October 31, 2022 and was told the second time the information was not forwarded to right department. Representative said someone will contact us. A week later November 7, 2022 still no response. Winter is coming and need the window to be adjusted to close.

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 5, 2022/11/11) */
      Customer has been contacted and is scheduled for an assessment on 11/18.

    • Initial Complaint

      Date:11/04/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      11/4/22 - I have paid premiums each month for a service contract - the contract explicitly states that I receive priority service. I called today to advise the main toilet in my home is blocked -they will not come to my home for a week. I cannot use the toilet - they have breached their contract regarding immediate and priority assistance

      Business Response

      Date: 11/22/2022

      Business Response /* (1000, 5, 2022/11/07) */
      On 11/4, job was appealed and would be worked same day service. Customer was contacted, no answer message left advising the same.


      Consumer Response /* (3000, 7, 2022/11/07) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I called in with an emergency and was told that I would have to wait 6 days for assistance which I could not do. Per the contract, I was not supposed to wait. I had to call another service who came right out however charged me 250.00. This company did not call me until after hours and 5 hours after my initial request to tell me that they would come out. I am requesting the money paid to the other contractor due to this negligence reimbursed to me


      Business Response /* (4000, 17, 2022/11/16) */
      Customer has been contacted and complaint has been resolved.

    • Initial Complaint

      Date:11/02/2022

      Type:Billing Issues
      Status:
      Answered
      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 tried to contact Constellation Home Services and left at least 12 messages and sent several customer care emails.

      When Constellation Home took over BGE Home, my auto-pay stopped without notice. I did speak to a rep a few months ago. I was given a new account number, which now the website says is not valid.

      I pay my bills on time if not sooner and this company has me in late payments. I cannot access the website or get through to anyone on the phone, despite over a dozen messages I left. They do not send me paper bills either.

      All I want is to get a correct account number, pay my Home Services Plan bill, and then get paper bills in the mail.

      Business Response

      Date: 11/10/2022

      Business Response /* (1000, 6, 2022/11/03) */
      Customer has been contacted and complaint has been resolved.

    • Initial Complaint

      Date:11/01/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 October 1, 2022 I called Constellation Energy for my problem of Home thermostate, will not change to Heat for my House. I first called and left message on there phone line. No response....... On my computer I left information for them to call me. No response....... from phone, No response from computer.What is wrong with this Company, No response at all, when you need service.

      Business Response

      Date: 11/14/2022

      Business Response /* (1000, 5, 2022/11/07) */
      Customer was contacted, no answer message was left to call to schedule service. Customer can call 1-888-243-4663 to schedule a service call.

    • Initial Complaint

      Date:11/01/2022

      Type:Billing Issues
      Status:
      Resolved
      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 two properties covered by BGE Home for Smart Service Whole House Contracts plus plumbing and electric on each. I have consistently made full payments using WFB bill pay. BGE Home has failed to properly apply the payments, which has resulted in me receiving past due amounts and messages that my account is not current. I have made at least six calls to customer service over the past few months. Each time after explaining that I have two homes with separate account numbers, they assure me that corrections will be made. Their reason for the billing errors are supposedly due to them changing their system. I have nothing to do with their change. All I want is to get my payments applied properly and to also have each bill show the address that the bill is covering, not just showing the mailing address.
      Property #1. Acct #****************
      Property #2 Acct #***************

      Additionally, I was due a $250 buy-back check for purchasing a new dishwasher. Without notifying me and without my consent, BGE Home intercepted my check and applied money to the erroneous balance due and held the remaining balance as a credit, again with no notification. Surely, this must not be legal. After I demanded my refund check, it was sent to me. I want this company to audit my accounts, apply all payments to the appropriate account and show me on two bills the contractural amounts with the address that applies to each.

      Business Response

      Date: 11/17/2022

      Business Response /* (1000, 7, 2022/11/09) */
      Biling Investigation has been opened; customer will be contacted to review findings.


      Consumer Response /* (3000, 9, 2022/11/11) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      I am not accepting the response from Constellation to call me because I have called them numerous times and was assured the matter was resolved, only to find that they had not fulfilled their promise to make the necessary changes. I don't feel that talking to them without a mediator will change anything. I feel what needs to be done is to pull everything that has my credentials attached for the past year to determine the amounts paid and where/how the money was applied. Constellation is using their system change as a valid reason to misapply payments and tell customers it may be months before they get it right. I have already waited months and continue to receive bills that are confusing because they have failed to put enough information on the bills to be able to identify which property the bill is for. I do not want my account to be a part of a systemic fix. I want my accounts personally reviewed and corrected. I also want to see a statement that shows where the errors occurred and how they were corrected.


      Business Response /* (4000, 11, 2022/11/15) */
      Please review the attachments and advise of any discrepancies.


      Consumer Response /* (2000, 13, 2022/11/16) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      The business sent a statement of charges and payments. I was able to see how the money was applied. In this case, the business was correct. There is no need for further investigation.
      I still feel Constellation's bills should show more information.

    • Initial Complaint

      Date:10/31/2022

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Since June 2022 I'm waiting for Constellation to repair our ******* Washer (4-5 years old) under the home service appliance plan. The company (Constellation) says the part is not available now. Well, today I called the official ******* Parts dealer in New York (*****************) and they say the part is available by order.

      We have called almost every week to get this problem resolved, but no luck. What makes it really worrisome is that I have asked several times for an email with the explanation or a phone of a manager to call, but they say they don't have this type of service. Can you imagine a company that has no email support where customers can get a proper communication with the management or technicians? I really don't get how a company such as Constellation got A+ rating with BBB. It seems that by not putting anything in writing or documenting it the company avoid responsibility and liability. It shows that it does not care about its customers. Again, not sure how can the company get A+.

      I have even asked for the name of managers to write, but the customer support person does not know who I should write. I'm not sure what is going on, but something is really wrong with Constellation which took over over from BGE Home.

      Business Response

      Date: 11/21/2022

      Business Response /* (1000, 9, 2022/11/14) */
      Service Manager contacted customer to resolve.

    • Initial Complaint

      Date:10/28/2022

      Type:Customer Service Issues
      Status:
      Resolved
      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 bought a 2-ton 14-SEER a/c unit from Constellation (BGE) Home on 6-Jun-22. The sales person told me that since the unit has a 2-year warranty, I can get my monthly $29.95 fee that I pay to Constellation Home to service and repair one of my two a/c units removed. Those charges are included on my monthly BG&E bill. Long story short, after several calls and emails to both BG&E and Constellation, and a letter to Constellation's director of home services, nothing has happened. On those calls where I actually spoke to someone, they all agreed that this charge was incorrect and should be removed, but...the charge still shows up on my monthly bills. These overcharges have grown to $150 (July through November) and they increase every month. I even asked a nationally syndicated advocate for help, and after three emails from him to Constellation...still nothing. BG&E's response was they can't do anything and that the billing error must be handled by Constellation. I can provide a pretty well-documented paper trail plus copies of my sales contract and letter to Constellation if needed. My Constellation Home account number is ******, and BG&E account number is **********. The files I'm uploading include: (1) Constellation a/c purchase contract, (2) BG&E reply stating they cannot fix the billing error, (3) email to my Constellation salesman, (4) letter to Constellation's national director of home services.

      Business Response

      Date: 11/15/2022

      Business Response /* (1000, 10, 2022/11/14) */
      Billing Supervisor reach out to resolve customer's complaint.


      Consumer Response /* (2000, 12, 2022/11/15) */
      (The consumer indicated he/she ACCEPTED the response from the business.)
      Constellation Home did call me and explain how they were rectifying their error as follows:
      1) refund of $25 - check received
      2) removal of $5 monthly service fee for the new A/C unit on future BG&E billings - I have yet to see this on my next bill
      3) two months with no service fee charges from Constellation Home - I have yet to see if this happens

      Therefore...if items #2 and #3 above fail to occur, I will reopen this case.

    • Initial Complaint

      Date:10/26/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 July 2022 I contacted Constellation Home for a repair to my ice machine as per our service contract. A Tech came out on July 12, 2022, and advised we needed a new ice machine. After 6 calls and several Tech visits we continued to be advised the ice machine was on back order. Finally on September 12, 2022, a Tech came out to replace the ice machine. After checking out the ice machine he stated the ice machine was not the issue but instead the issue was with the water shut off valve. The Tech left stating he would put in an order for a new valve. It is now October 26, 2022, we still do not have a working ice machine. I contacted customer service once again and they scheduled for another Tech visit however I do not believe the visit will involve fixing our ice machine. I understand getting parts can be difficult but feel like Constellation Home is not doing all it can to fix our issue after more than 3 months and paying for a service contract.

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 5, 2022/10/26) */
      case was scheduled to complete the repair on 10/27/2022

    • Initial Complaint

      Date:10/19/2022

      Type:Billing Issues
      Status:
      Answered
      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 keep trying to get the billing/invoice department to correct my invoice. For whatever reason they left my home comfort plan off my invoice and sent me two bills for the kitchen plan only. (I have them both). I have left several voicemails and been on hold for 25 minutes or more. I even tried to get help in the bill payment department and she refused to help me! Just want to get my invoice straightened out and pay my bill. Why is it so difficult??

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 7, 2022/10/26) */
      Supervisor contacted customer and resolved.

    • Initial Complaint

      Date:10/19/2022

      Type:Customer Service Issues
      Status:
      Answered
      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 recently had my washer serviced. After 2 weeks it is broke again with the same issue. I called and spoke to someone about this who was quoting me 2 weeks for a tech to come back out. I have 3 disabled people in my home right now and can not wait 2 weeks for a tech to tell me he needs to order parts again, and then take another 2 weeks to get the part in and fix it. I asked to speak to a supervisor who promised to contact me back either yesterday or today. to schedule a repair at a sooner date...well just as I told her and thought would happen...I did not hear back from anyone!! This is a pattern with the company!!! They fail to contact you when promised and the techs never fix things the first time!!! It takes months and multiple visits to get anything fixed!!! If you would let them take the time to fix things right, they would not need multiple visits. The techs are always in a hurry and never fully understand the issue!! This happened last time when my dryer broke, it took 3 repairs to fix it!! This is not why I joined the service!!! It is going downhill fast and is not worth what you charge for it!!! If you could fix things right the first time and also follow through with your promises...maybe???? I am very upset and this is horrible, neglectful service that you are providing!

      Business Response

      Date: 11/02/2022

      Business Response /* (1000, 5, 2022/10/24) */
      Customer has been contacted , service technician scheduled for 10/21/2022 to resolve concerns.


      Consumer Response /* (3000, 7, 2022/10/26) */
      (The consumer indicated he/she DID NOT accept the response from the business.)
      Yes they did send a tech right away after contacting BBB, but the tech seemed like he didn't want to fix it. The transmission needed replacing, he offered us $200 instead of fixing it, or we could wait. We just took the $200 as he didn't seem to want to fix it. $200 doesn't buy a new washer! So now I am out extra money because they really didn't seem to want to fix it. I pay for a home warranty so I don't have to worry about buying new appliances when one breaks.....and what did I do? Had to buy a new appliance! I really am unhappy with the service provided, and the fact that I had to contact BBB just to get acknowledged without the brushoff. Home warranties are there to fix home appliances, why did i have to buy new??Why did i have to go threw all of this this to get the company to do, what it claims it does? Still not happy, and out extra money that was supposed to be prevented by this company! �


      Business Response /* (4000, 9, 2022/10/26) */
      Service Manager contacted the customer and resolved.

    Constellation Home Products & Services, LLC is BBB Accredited.

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