Complaints

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

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  Pro Energy Solutions

  300 Campus Dr Ste J Morganville, NJ 07751-1281

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  Pro Energy Solutions

  100 Enterprise Dr Ste 301 Rockaway, NJ 07866-2129

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  Pro Energy Solutions

  309 Fellowship Rd Ste 200 Mount Laurel, NJ 08054-1234

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:02/25/2025

  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.

  On 11/4/24, scheduled appt with Pro Energy Solutions to change one hot water valve leaking in bathroom. The plumber came early morning, saw, said to call the office to schedule another appt for the work and left.11/6,/24, I called. I was charged $99 diagnostic savings to my ***** also, the person in charge of schedule and prices would call me back to explain prices and make appt. This person never called me back.11/6/24 - 11/14/24, I called every other day, but never a call back from Pro Energy. 11/14/24, I requested Pro Energy to return the $99 charge to my **** and to to cancel the yearly service contract that was being charge monthly to my **** for $34.11/15/24, another licensed plumber, Gold medal Services, POBOX 845, ****************************, Tele *************, came to my house and did the work, changed hot and cold valves and hoses. Paid **** $525.66.11/15/24, started dispute with **** to recover $99 charged by Pro Energy. I submitted inwriting detailed arguments with Pro Energy Solutions, their failure to respond, no call back to schedule appointment, no explanation for excessive pricing for one valve replacement $550, plus a separate $99 diagnostic charge, for a total of $649.2/17/25, **** dispute was resolved and I was credited $99.2/19/25, Pro Energy, sent me invoice: for 1 valve $198, Plus $75 credit dispute pd to ***** Less $99, total due $174 to be paid immediately.2/20/25, I called Pro Energy to have explained and dismissed such invoice for !74. I was told that they have pictures that they changed one valve. Lie. This harassment and lies.Originally, early Nov, 2024, Pro Energy demanded $99 diagnostic visit separate, PLUS ex $550 to change one 1/2" domestic water valve. Total potential charge $649.Pro Energy Solutions is ripping off clients, charging $99 diagnostic, plus parts and labor. No credit for diagnostic. simple 101 plumbing 1/2' valve Gold Medal charged me $70 diagnostic savings applied to work done did in only one visit.

  Business Response

  Date: 03/18/2025

  Subject: Response to Complaint Diagnostic Charge & Work ***************************************** appreciate your feedback and the opportunity to address your concerns. Below is a clarification of our services, charges, and policies regarding your appointment with Pro Energy Solutions.
  Service Performed & Diagnosis:
  On November 4, 2024, our technician visited your home and performed a diagnostic inspection to identify the issues with your plumbing system. The following problems were identified and communicated:
  1?? Leaking braided hose Required replacement to prevent further leaks.
  2?? 1/2" valve issue The valve was not opening or closing properly, and replacement was recommended.
  3?? Recommended replacement of the sink faucet due to wear and potential future leaks.
  The total estimated repair cost was $550, which included the work necessary to resolve the issues. As part of our standard service policy, the $99 diagnostic fee is separate from repair costs and is applied to determine the source of the problem. If customer would have moved forward with our team the ***** would have been deducted off the estimate.
  Why the Diagnostic Fee Still Stands:
  The diagnostic fee covers the technicians time and expertise in identifying the issues, as well as the travel cost to your home.
  The fee is applicable whether or not you choose to proceed with the repairs through our company. This is a standard practice in the industry.
  The diagnostic was performed and disclosed, regardless of whether you chose to proceed with our services.
  Failure to Be Present for Service:
  Its important to note that you were not present during the technicians visit. All information regarding the findings and pricing was disclosed at the time of the visit, and it is always recommended that the homeowner or authorized representative be present during the diagnostic process to avoid any misunderstandings.
  Billing & Dispute Resolution:
  While your credit card company issued a temporary chargeback, this does not negate the fact that our service was performed in good faith, and the $99 diagnostic fee remains outstanding.
  Failure to pay for services rendered is considered theft of service, and unpaid balances may be subject to further collection efforts, including legal action if necessary.
  Gold Medal Invoice Comparison:
  We understand that you chose to hire another company, ******************** for the repair. While their pricing structure is different from ours, we stand by our rates and the transparency of our pricing, which was provided upfront. Comparing two different companies does not negate our service fees or make our charges "excessive"our pricing reflects the quality and expertise of our technicians.
  Next Steps:
  ?? The $99 diagnostic fee remains due, and we kindly ask that this balance be settled immediately.
  ?? Please attach a copy of the Gold Medal invoice for reference and comparison. That is needed to compare fee schedule because we always apply the service fee as a discount if you go forward with the estimated work.
  ?? If you require any further clarification, please contact our billing department at [Your Contact Information].
  We have fulfilled our part of the service by providing a professional diagnostic assessment, and we ask that you honor the agreed-upon service terms. If we do not receive payment, we will be left with no choice but to escalate this matter further.
  Best regards,
  Care Team at Pro Energy Solutions

• Initial Complaint

  Date:01/06/2023

  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.

  I purchased an HVAC Mini-Split system from *********** who contracted the sale to Pro Energy Solutions. This occurred in February of 2020. When the units were initially installed, they were wired incorrectly, causing the units to malfunction and the entire system to not work properly. This issue was resolved after several on site visits from technicians. Since 2021, the units have continued to not work properly (overheating the rooms beyond comfort rendering them unusable during winter). Technicians have been out to my home several times to diagnose the issue and they even replaced the board in the condenser which did not fix the issue. Since then, the company has avoided contact with me, consistently stating that they will call me back within ***** hours, and then months go by with no contact. When I reach out to them, they state they will notify the managers and someone will contact me in ***** hours. 6 times now I have contacted and been promised a phone call in return with an update on my issue but I never receive a call from them. I have written several emails to them which usually is responded to by a phone call stating they are going to reach out to carrier (the brand of the units installed), and then contact me back with an update, but again that never happens. I continue to climb the ladder of management at their company with my complaint and they continue to make the same promises and continue to ignore them. My most recent contact was with ****, a manager there, on December 19th, 2022, when he stated he was going to a meeting on Wednesday (Dec 21, 2022) and would contact me after the meeting that night with an update. It is now January 6th 2023, and I have not heard from them yet again. The customer service of this company is abysmal, and I fear that, with my warranty expiring in February of 2023, they are going to try to wait me out and claim it's not covered any longer in an attempt to get rid of me and my complaints.

  Business Response

  Date: 01/09/2023

  ****, i have read your complaint and the further thing from the truth is that we are trying to wait out you complaints. We have tried numerous times to coordinate with Carrier about your issue your having. Including while i was in ******* going to the Carrier engineering and assembly plant to get help with this issue. I was on phone with engineers to get answerers right before the Holidays and Numerous engineers from Carrier told me that the fix will be resolved soon. I still have not gotten the answer today and again reached out to them. I can offer possible solution that has a great  chance of resolving the issue. Since your unit was installed a smaller less BTU version has been made to replace the one your having issue with. Let me explain that the unit is over heating and over cooling the room because of an energy efficiency bypass that save customers money at the expensive of over heating and cooling. This is designed to give 12% Percent of the excesses energy to the other rooms when only one air handler is calling for heat or ac. This room is just to small to handle the 12% overflow. We are willing to come out and down size the Heads in rooms that are affected While waiting on Carrier patch to existing control board. You can can contact me through the main office number and dialing extension 134. Most times work be early afternoon is usually Better. 

  I am sorry for the inconvenience this has caused. I look forward to helping you to the final stages of your project. 

  Thank you 

  *******************

  Pro energy Solutions

  ********************

  Customer Answer

  Date: 01/10/2023

  [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************