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

  569A Southlawn Ln Rockville, MD 20850-1467

• 

  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

  

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:10/19/2022

  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.

  We have had a service contract with BGE HOME for many years. We sent a check in the amount of $183.50, that *************** verified, which was cashed by BGE HOME on 6/27/2022. The bank even spoke with an employee who verified it's receipt , and indicated that it simply has not been posted. BGE HOME continues to bill us for this amount, and continues to ignore my written correspondence of 10/4/2022, as well as repeated phone messages we have left over the last 4 months. Clearly, no one cares about resolving this situation.
  

  Business Response

  Date: 10/31/2022

  Business Response /* (1000, 5, 2022/10/24) */
  Customer contacted by Supervisor. Customers account has been resolved, confirmed missing payment was applied.

• Initial Complaint

  Date:10/08/2022

  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 have an electric and plumbing service plan with BGE home, now constellation home, for my rental property located at ***********************, Lutherville, 21093. My tenants reported a leaking toilet in the upstairs bathroom so I put in a call for plumbing service. On Aug 2nd the plumber came and reported there was no leak, and just changed the flapper of the toilet and went on his way. A week later my tenants reported water dripping from the ceiling of the dining room (below the bathroom), it caused damage to the ceiling dry wall. I went to the property in person to inspect the problem, and sure enough the toilet was leaking! The bolts that hold the tank to the bowl were rusted out and water was leaking from there. Due to the urgency of the situation I just went to **********, bought a replacement tank bolt kit and fixed the problem myself.
  
  The issue is why the plumber chose to ignore the problem and let it escalate so that water damage to the ceiling occurred. It was very evident to me where the water was leaking from. My guess is that he just didn't want to deal with the problem. I did have to file the old bolts because they were too rusted and wouldn't come off. So I guess he just didn't want to deal with all that.
  
  I would like a refund of the 50$ fee that you charged for coming out, since nothing was done in this case. I would also like you all to better train your technicians.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 7, 2022/10/17) */
  Plumbing Manager contacted customer and left message. Manager will issue a credit for the $50.00 charge.
  
  
  Consumer Response /* (2000, 9, 2022/10/17) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  Thank you for the quick response and resolution of this matter.

• Initial Complaint

  Date:10/07/2022

  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.

  BGE Home experienced a glitch in their payment system and it did not record my payment, however I received another bill that was indicating the same bill due. Every time I call billing I am unable to reach them, they won't return your call and it's been days that I have been trying sometimes being on hold for over an hour. I will not be dealing with this agency any longer, it has been pure hell for years dealing with this agency. WORST EVER!!!
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/10) */
  On 10/7 customer was contacted by a Supervisor. Ms. *******'s complaint has been resolved.

• Initial Complaint

  Date:10/04/2022

  Type:Customer Service 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 contacted Constellation home about some onecoming out to fix my air conditioner.I asked about the different service plans they had but after the lady said the service warranty would not go into effect until after 30 that I signed up ,I told her I would wait on the service agreement but to still schedule to have someone come out to fix the air conditioner.The man came out and fixed the unit and paid for the service in full.I keep getting bills that I owe money for the service plan.I have tried on numerous occasions to resolve the issue but they do not answer their phone .They also do not call you back when you are told to leave a message.I do not want the service and I want them to stop sending me a past due notice.
  

  Business Response

  Date: 10/18/2022

  Business Response /* (1000, 5, 2022/10/05) */
  Customers complaint has been reviewed. Policy charges have been waived, customer has a balance of $ 286.98 for the service visit. Per technicians notes , computer would not allow payment to be taken billed out to the customer. Customer will need to provide proof payment.
  
  
  Consumer Response /* (3000, 7, 2022/10/06) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  If they can send me a bill just for the service that was complete,I will double check and see if it is paid or not.If not I will send it in or if I can pay by credit card online.
  
  
  Business Response /* (4000, 9, 2022/10/10) */
  Next monthly statement, will reflect adjustments and balance due for repair. Technicians receipt has been attached.

• Initial Complaint

  Date:10/03/2022

  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.

  They have sent bills with no justification of what the bill is for. I've called 7 times. Left 3 voicemails and have not received any reply. At the time I'm filing this compliant I'm on hold with them, for 20 minutes now. The bill only state's balance is from previous activity. I'm trying to find out what previous activities this is.
  

  Business Response

  Date: 10/10/2022

  Business Response /* (1000, 5, 2022/10/04) */
  Customer was contacted by Supervisor of the Bill Payment department. Customers concerns have been resolved.

• Initial Complaint

  Date:09/27/2022

  Type:Billing 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 received 2 bills from this company on July 15 and Aug 15, 2022 for $9.95 each. This company, Constellation Home nor BGE Home have ever been engaged or contacted for service. All telephone numbers available have been unanswered. Only electronic prompts.
  ATTEMPTS TO RESOLVE:
  I have sent an email via their website constellationhome.com (formerly bgehome.com) and have been able to leave a voice message requesting cancellation of this service as well as previous bills but to date these attempts have not been responded to.
  REQUEST FOR ASSISTANCE:
  I want to avoid any future bills or collections attempts.
  Bills state my account # is *******. Phone numbers I have called over a 48 hr period (9/25/22-9/27/22) are - listed on the bill: 877-474-4427, 888-243-4663, and 844-307-4663; and listed in the website: 410-918-5600, and 410-347-3990.
  Request your assistance to ensure that this issue does not persist into a situation of debt collections or some other ramifications on my credit or my home. Thank you.
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Complaint reviewed. Customer spoke with representative today. Contracts have been cancelled and adjustment issued to credit billed charges.
  
  
  Consumer Response /* (2001, 7, 2022/09/28) */
  
  Thank you for your prompt action. This case has been RESOLVED and I wish to cancel my complaint without going further. Thank you very much.
  

• Initial Complaint

  Date:09/26/2022

  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.

  This complaint is regarding the damages received because of my request for heating, ventilation, and air conditioning (HVAC) routine maintenance. I submitted my initial request for routine maintenance service via the BGEHOME.com website in the Spring of 2022 (May) and I was given an appointment for Wednesday, September 14, 2022. I received the following confirmation on Tues, May 31 at 4:17 PM. Confirmation Number: ***********. The technician came to my property and went into the attic for about 10 minutes in the bedroom/office. Then he came downstairs and told me that the motor for the fan was not changing between the Low and High settings. He offered to replace the motor in the fan, which would resolve that problem and a new thermostat that was covered under the service agreement. He then checked the condenser units outside. The technician was doing work, and I could hear him. I heard a loud thump and immediately the technician cursed out loud, "G** Damn!" I discovered after the technician left, the ladder leading to the attic down and the light was left on. He had left in a rush. I called BGE the next morning on September 15, 2022, and I reported that my condenser unit for the upper level was no longer working after the routine maintenance. They sent out 2 more techs to my property (Ed Al****** and Supervisor Steve) They went to the thermostat to retrieve the error codes from the panel. Ed said the tech was getting the error codes-System malfunctioning" when he was at my home yesterday. Steve suggested they go outside, and I followed the men outside to discover that one of my condenser units had slid off the brackets and was on the ground. Steve hoisted the unit up and asked me to get a brick to hold it up. They informed me that my compressor had died. Later that evening, a manager at BGE called me and said that it was all a coincidence that my unit stopped working after his technician came to my home. No one has contacted me from Constellation Home/BGE since.
  

  Business Response

  Date: 10/04/2022

  Business Response /* (1000, 7, 2022/10/04) */
  Customer contacted by Field Supervisor. Home Comfort Consultant contacting customer regarding system replacement.
  
  Consumer Response /* (3000, 14, 2022/11/02) */
  The BGE Field Supervisor ************* has offered a resolution of reimbursement for the replacement he admitted they were responsible for the damages to my compressor. Unfortunately, he promised to resolve this once he returned from vacation on 10/24, but he no longer communicates any information about how, and when to close this situation. He has delayed taking any action long enough for the time to run out for the case and then he stopped communicating altogether so that the case appears to be resolved and the BBB rating is not impacted. At his request, I sent an invoice as proof of the purchase of the replacement compressor and I have not heard anything else about the reimbursement. BGE has made promises to resolve this situation but it has been over a month later, and there is no real truth-worthy follow-through service provided. I'm still left like the day I filed the complaint. Nothing has happened to resolve this complaint and we no longer receive communication with BGE.
  
  
  Business Response /* (4000, 16, 2022/11/03) */
  On 11/2 Service Manager *********, contacted customer and left messages.

• Initial Complaint

  Date:09/26/2022

  Type:Customer Service 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.

  On May 31, 2022 upon response to a insert in by BGE bill I spoke to a contact person concerning conversion from Oil heat to Gas heat. relinquishing a down payment of $3500. At the time I was informed it would take about 2-4 months for the process. I had heard nothing since that time following the steps I was given. On June 25, 2022 I was given the number of a contractor, which I heard nothing until September 12, 2022 at this time the contractor informed me he had sent me an Email asking for the signing of the blueprints. I checked my emails pulled it up and it was just a black screen. he resent them and I initialed them and sent them back. At this time he reassured me the work would begin immediately.. I heard nothing since then. On Thursday September 22, 2022 I called and inquiring about the status was told someone would return my call. Nothing I keep getting transferred around back and forth to different people and back to the original and they tell me someone will return my call. No one ever does . I would like to obtain a refund of the down payment since nothing has been done as of yet.
  

  Business Response

  Date: 09/30/2022

  Business Response /* (1000, 5, 2022/09/28) */
  Customer has been contacted , advised job has been cancelled and refund issued.
  
  
  Consumer Response /* (2001, 7, 2022/09/29) */
  Than k you the issue has been resolved, I appreciate your help.

• Initial Complaint

  Date:09/16/2022

  Type:Customer Service 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.

  On 4/1/22, an Emergency Service call was made to BGE Home for plumbing services. An appt was scheduled for 4/4/22 between 8am-12pm. It was stated that the current Service Plan covered the services and that only the deductible needed to be paid ($50). On 4/4/22, the gentleman arrived and began working. After an hour the gentleman went outside and never returned. After 10 minutes passed, my sister called BGE Home to see what was going on. My sister told them that he left without saying anything. She had no idea what was being done or if he left to go get additional parts to complete the job. She was told that he completed the job. On 5/3/22, I received a bill for $552.50. I, along with my sister immediately called BGE Home to dispute the charges and was advised that a supervisor would call me. I NEVER received a call. On 7/15/22@ 10:30a I, along with my sister called and spoke to Cierra who advised me that I would receive a call by the close of business on 7/18/22. I NEVER received a call back. I, along with my sister called on 8/26/22@ 11:37am and spoke to Cierra again who stated that Plumbing Manager, Matt K****** documented in "the system" on 7/25/22@ 4:54pm that the billing statement was valid. However, he NEVER called me back to address my concerns. I was then transferred to Crystal T*****, Caller Center Supervisor who stated that she would notify Mr. K****** via email and that I should receive a phone call that day. I NEVER received a call. My concern is that I was NEVER told what was wrong, if there were any additional fees involved and I was NEVER given a receipt of the services that were done. I was charged $500 more than what I was quoted to pay. My account# is *********.
  

  Business Response

  Date: 09/22/2022

  Business Response /* (1000, 7, 2022/09/22) */
  Plumbing Manager has contacted customer by phone and left message. Also , followed up by emailed with a resolution.

• Initial Complaint

  Date:09/14/2022

  Type:Customer Service 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 have Constellation home previously know as BGE home for several years now and have been hesitant to leave them given chances after chances for them to get their act together but have got to the point that this is necessary. I am filing the complain because I had an appointment scheduled for 09/02/2022 for my heather inspection, I received several automated text from the company stating I was next on line starting at 8:00am, then 11:02am, after this the technician called me to let me know he was running late and he was all the way in southern Maryland and didn't have a tool need to check something. Long story short he stated that he was needed to move the appointment later on the months but I did not accept and he agree to contact the company directly to re-schedule the appointment for 09/09/2022 but to my surprise they didn't contacted me or set another appointment. I called today 09/14/2022 to find out what is going on and to make sure someone was coming to my house this week but the representative stated that they forgot to re-schedule and somebody miss that call, she also stated that the next available appointment will be in December (can you believe that?) unbelievable, when I told he no that was unacceptable she put me in hold for what is seems an eternity only to comeback to tell me she got me an appointment for 10/03/2022 nothing before that knowing that I have already been waiting over a month for the first appointment. I am very angry and disappointed because I am paying almost 90.00 a month for a 24/7 service never available and I am requesting to someone look in to this mess this company have. I am for sure changing to a different company in the next few days but need to someone to reach out to me to complete the prior schedule service. I will never recommend this company to friends or family. All I need for Constellation is to complete my schedule service this week and no other time or day, Thursday 09/14 or Friday 09/15 and at later date.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Customer has been contacted and scheduled between 7:30AM-12:00PM on Friday, September 16, 2022.
  
  
  Consumer Response /* (2000, 7, 2022/09/15) */
  (The consumer indicated he/she ACCEPTED the response from the business.)