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:09/12/2022

  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.

  Signed contract for air-conditioning installation in early June. Install promised in 2 weeks took till end of July (27th). Purchase price of approx $15,000 included upgrade to 200 Amp service. When workers completed install they promised the 200 amp turned on in "a few days as soon as county (Carroll) inspected. Before the left, we asked if we could run the installed air conditioning and the crew leader said "absolutely". After a week passed, BGE still had not returned. Called and told it would be later in week. Took off work, no one showed. After several weeks, I finally got them to respond only because my house well pump blew out due to overload on amps. Almost caught house on fire! BGE suddenly cared and showed up a few days later to turn on 200 service. They said I should file claim for $1747.51 it cost to replace pump. Problem is BGE home says it was BGE Utility at fault and Utility says it was BGE. Home who set up wrong date to turn on 200 service. Im in middle of finger pointing and need desperately to get this money back asap. Bottom line, they both agree I should get money back..just no one wants to help!!
  

  Business Response

  Date: 09/28/2022

  Business Response /* (1000, 7, 2022/09/19) */
  Customer was contacted by the Install Manager , customers complaint has been resolved.
  
  
  Consumer Response /* (3000, 9, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  The Constellation/BGE contact arranged repairs if physical damage to home in a satisfactory way but his CV promise of providing repayment of the well pump repair has not resulted in that amount being refunded. They promised a check in mail but nothing had arrived. I'll wait another 10 days and if no payment, will reach out to your office for assistance. Thank you for your prompt support and advocacy.

• Initial Complaint

  Date:09/09/2022

  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.

  I have Smart Services Contract for a long time.
  1, On 8/18/2022 (Thursday) I have requested a service repair from Constellation Home (formely BGE Home) for my washer for agitator/motor is not moving at all. It was scheduled to have repairs on August 23 (Tuesday).
  2. 8/23/2022 (Tuesday) The technician came and said the motor was bad and he needed to order the part.
  3. 8/29/2022 (Monday) The part came in and I called to re-schedule to have the technician come back to replace with the new motor. But Constellation Home stated they don't have earlier time slot and then scheduled the appointment to 9/21/2022 -> 9/6/2022 (Tuesday). Then I called everyday to see whether there is any wait list/cancellation slot or appeal to have earlier appointment but no avail for the whole week.
  4. 9/6/2022 (Tuesday) The technician came out and he said it would be a hit or miss fix -- from part perspective and so it was a miss so he needed another part. So he said he will order in rush and will come out again very soon to fix it.
  5. 9/9/2022 (Friday) The part came in. I called to make appointment and the lady didn't have schedule for me until 9/27/2022 and then later changed to 9/16/2022 (Friday). I talked to manager that my tenants were very unhappy and agitated because it has been 4 weeks since I have put in the first service calls and my tenants all have to go to nearby laundromats to do the washes in Baltimore City -- it is very inconvenience for them and now they have to wait another 10 extra days to get the washer fix. I asked why there was a shortage of labor and the management of the schedule / labor is very inefficient and unsatisfactory -- as you have already have the parts of course it should be have the highest priority to come out to get the appliance fix right away for the customers!!!
  I used to happy with BGE Home Services until recently it was changed to Constellation Home that they took a long time to send out the technicians to repair thing not in a timely manner!
  

  Business Response

  Date: 09/21/2022

  Business Response /* (1000, 5, 2022/09/15) */
  Service Manager contacted and resolved customers complaint.

• Initial Complaint

  Date:09/07/2022

  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 cannot get an agent to pick up the phone or call me back regarding this issue and it is resulting in late fees. I am told that the reason I could not register my account online before was because the company (formerly BGE Home) was in the middle of a transition to becoming Constellation. The first late fee (due to bills being mailed late) was waived. I just paid the second one as I did not want the hassle even though it was due to not being able to pay online.
  
  I called again this morning about the issue. I was assured that I would now be able to create the account online. Once again, it did not work. I had requested a number to call in case this were to occur. I waited 25 minutes (typical) before hanging up. The other lines said "closed" at 4 when they are supposed to close at 4:30.
  
  I originally signed up for a plan in December 2021. Through their error, I had to sign up again in July 2022 when it was discovered they never mailed me a bill and I wasn't enrolled. Somehow, this issue has not been resolved by now.
  
  I just want to create my account so I can pay my bill on time. I know they are going to charge me another late fee because I am not going to be able to pay my bill online because no one will answer the phone or return my voicemail to help me resolve the issue.
  
  The wait times have been very long and it is becoming very difficult to call within my work schedule, especially when the times listed do not appear to be accurate.
  
  I just want to pay my bill on time. Can someone PLEASE just contact me to resolve this issue with registering my account?
  

  Business Response

  Date: 09/23/2022

  Business Response /* (1000, 7, 2022/09/15) */
  Supervisor from Bill Payment department reached out, left message. Will try to contact customer again.
  
  
  Consumer Response /* (3000, 9, 2022/09/15) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Jennifer called and left a voicemail on 9/8/22 for me to call her back on her direct line. I called back and left a voicemail with my information and short explanation of the issue and requested a call back. I did not receive a call back. I just tried calling again and left another voicemail, again leaving my information and explanation of the issue. It is 9/15/22 at 3:35 pm.
  
  
  Business Response /* (4000, 12, 2022/09/20) */
  Bill Payment Supervisor reached out and received voicemail, direct line provided for Supervisor.
  
  
  Consumer Response /* (4200, 14, 2022/09/21) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I received Jennifer's voicemail and called her back on 9/21/22 at 1:45 pm. This is my fourth voicemail.
  
  
  Consumer Response /* (2001, 17, 2022/09/22) */
  I think I finally fixed it on my own. I have it set to autopay and bill on due date. Thanks.

• Initial Complaint

  Date:08/29/2022

  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.

  I have attempted since August 9th to resolve a billing issue. I have called, sent emails and left voice mails and no one will contact me. BGE Home cancelled all my accounts with them without my consent. they allowed someone else to cancel them. never contacted me to alert me and messed up my fathers billing and somehow canceled my accounts. They sent him a bill for an account that didn't even exist and when he called to inquire they ended up canceling my accounts and never explaining how this new account was created. I sit on hold for 45 minutes to an hour most days when i call and cant get a response from any of the "supervisors": they say will contact me.
  

  Business Response

  Date: 09/08/2022

  Business Response /* (1000, 7, 2022/09/08) */
  Supervisor working with customer to resolve. Contracts cancelled in error, contracts will be reinstated.
  
  Consumer Response /* (3000, 14, 2022/10/20) */
  Not resolved. I've been playing phone tag with this woman for months now.
  
  
  Business Response /* (4000, 16, 2022/10/24) */
  The following contracts have been reinstated. Plumbing /Electrical, Water/Sewer Line, Kitchen and Laundry package. Detailed message left for customer on 10/20/2022.
  
  
  Consumer Response /* (4200, 18, 2022/10/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I had a water heater policy included. This new policy states it is not included. Why? I didn't ask to have my policies canceled and now after all this time I am loosing a policy?
  
  
  Business Response /* (4000, 20, 2022/10/26) */
  The Laundry package includes coverage on a washer, dryer and water heater.

• Initial Complaint

  Date:08/19/2022

  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 a service contract with this company. On 7-28 they came and told me I needed to replace my water heater. It was put on an "urgent" request to that dept. I called once later that day and twice on the 29th and was told that the dept. would call by the end of that day. No call. Due to the urgency, I contacted a plumber and had a new water heater installed. I NEVER got a call back from Constellation. On 8-12 I filed a formal email complaint with Constellation. I got an acknowledgement of the email, but no phone call from customer service. I have had a contract with them for appliances for over 15 years.
  
  Since I would have received a discount on the purchase and installation of the new water heater because I am a service agreement holder, I want Constellation to reimburse me for the difference between what their cost would be versus what I actually paid. Proof of my purchase is available upon request. A sincere apology would be nice as well.
  

  Business Response

  Date: 08/31/2022

  Business Response /* (1000, 5, 2022/08/23) */
  Message left for Mr. ******* to download receipt to BBB complaint. Once attached , customers complaint will be reviewed.
  
  
  Business Response /* (4000, 10, 2022/08/26) */
  Mr. ******* was contacted by Supervisor. Customers complaint has been resolved.
  
  
  Consumer Response /* (2000, 12, 2022/08/30) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The refund issue was dealt with to my satisfaction. The business did not address why the consumer was never contacted to complete the service request.

• Initial Complaint

  Date:08/06/2022

  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.

  My air conditioner stopped working and I called Constellation Home (BGE Home) for service because I believed they were the best in the buisiness being as though I have a special needs child in the home with respiratory issues. So when the initial technician came out he appeared very sluggish and tired. After assessing both the inside and outside units he told me that the inside coil had a leak and quoted me a price stating that the coil wasnt covered under warranty after checking with his parts dept. So when he left my home I called ******* myself and confimed that the parts were under warranty. So I called Constellation myself and told them the parts were under warranty. Me being concerned with the technicians quality of work I also paid for another diagnostic from AJ Michaels whose assessment revealed both the inner and outer coils were leaking. So I then called Constellation Home again and made and apointment to get the one coil fixed AND I ALSO MENTIONED I WANTED A SENIOR TECH to come out because the problem could have been misdaignosed, I also have a special needs child in the home..etc. So when they gave me the appointment and I take off that day. An inexperienced young man came to my home who was unable to complete the job, even if it was that 1 coil. After having talk to the service supervisor, I did have the go, diagnosed that indeed both coils were bad. They wanted to charge me over $2000 for a problem that would not have been fixed. After them probing and pulling on the units I decided to go with a whole new unit. I was told I would get a good on new systems but those prices were unsetting. We are still without A/C.
  

  Business Response

  Date: 08/16/2022

  Business Response /* (1000, 5, 2022/08/09) */
  Service Manager has spoken with the customer to resolve.