Complaints

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:06/16/2025

  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 paid 499 for an annual service agreement. Waited 3 weekend for a scheduled maintenance. They called to cancel the appointment after I waited all day. Said they were too busy to come. They clearly dont have enough staff to handle my account. I now have to find another company come service my unit. They said it would take up to 72 hours for someone to call me back. I want my money back since I now have to pay another company. They just sent an invoice for *****. Not sure why.

  

  Business Response

  Date: 06/19/2025

  Company will be refunding the $499. The additional $43.66 reflects a remaining balance for taxes. The customer spoke with one of our membership specialists today 6.19.2025 and was informed that she will be refunded for the services that were not performed.

  Customer Answer

  Date: 06/20/2025

  Better Business Bureau:
  
  I have spoken with ******** in their office. She agreed to refund the money.  I should see it in 5-7 business days, in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ******* ****
  
  
  
   
  
  

• Initial Complaint

  Date:04/01/2025

  Type:Order 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.

  Universe never filed the Residential Meter Upgrade Request Form with National Grid to upgrade my gas meter. No one from Universe will call me back or return an e-mail.I have left 3 messages and sent numerous emails.I have paid for the Generac home backup generator in full; paid for a gas line pipe replacement and paid for a hot water heater in full.

  

  Business Response

  Date: 04/10/2025

  Universe submitted the Residential Meter Upgrade Request Form, signed by the customer on 3/22/2025. Customer representatives have been in contact with the customer on 3/27/2025, 3/28/2025, and 4/02/2025, with a follow-up email sent on 4/03/2025.

• Initial Complaint

  Date:03/13/2025

  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 contacted Universe in March 2023 for plumbing work for a washer and dryer, I was quoted $10,000 for new plumbing, sink and pump. I started to have problems and the pump stopped working, the service was then changed to a different date in which someone came to inspect and I was told based on how the pipes where installed the pump was working really hard to pump the water and finally gave out, I was told by the sale service guy that I should be reimbursed and get a stronger pump because of the pipes where installed work that was done, he told me he will speak to his manager, never contacted to let me know the status, have been calling the company leaving many messages that someone will get to me and discuss the solution, they sent me two options, but no reimbursement or discount. I spent a total of $25,000 for work from Universe, very disappointed with how they are handling business and a client that have spent all that. Please let me know how to proceed, because i contacted a lawyer and was told i have a case. Thank you for your time.

  

  Business Response

  Date: 03/28/2025

  Our plumbing manager has reached out to the client and left voicemails. We will continue attempting to contact her to discuss a resolution. In good faith, we are offering to replace the pump at no charge. 

• Initial Complaint

  Date:11/15/2024

  Type:Order 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 had signed a contract to have an oil to gas conversion done at the end of December 2023. At that time I was given the cost, $14, 785, and told that after the job was completed I'd receive back two rebates totaling $1,300. This would bring the total amount I owed to $13,485. I was told the company handles all paperwork for the job and was given no information about who was offering the rebates. The job was completed in May of 2024 and when I inquired about the rebates I was told I'd receive a check in the mail. A week ago, November 2024, after calling the company & receiving no call back I emailed the sales ************ response was we do not file rebates on jobs. I asked what rebates they were and received no email response. I then called the company and the receptionist relayed a message from someone that rebates by ************* stopped being provided in January of 2024. The receptionist apologized i was mislead and said I'd receive a call back in 24hrs about the issue. I did not receive a call.

  

  Business Response

  Date: 12/11/2024

  When the proposal was accepted in 2023, National Grid rebates were still valid. It was the customer's responsibility to apply directly with National Grid if eligible - not through Universe.  

  The job was completed in 2024, and Universe did not receive any formal notification from National Grid indicating the discontinuation of these rebates. As we do not control or manage rebate programs, we are unable to issue refunds for matters outside our control.

• Initial Complaint

  Date:07/16/2024

  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.

  We had a service call on 6/28/24 in which we were told that all 4 lines from the ** compressor to the heads were compromised and needed to be replaced. We were told this is an industry issue and not covered by their agreement. The estimate that was emailed to me totaled $6,564.95 to replace these lines. I was also told that this was a manufacturing issue and there was nothing I could do about it. We got a second opinion on 7/1/24 from someone who specializes in HV**. He told me that there was a minor leak on two of the lines at the and flare nuts area. He spent 3 1/2 hours at my home compared to their 30 minute visit. Once he torqued both nuts to the manufacturers setting the leaks stopped, and the pressure in all lines was stabilized. After filling the freon back, all units are now running fine and both leaks were taken care of. Ive been a customer of theirs for 9 yrs and feel betrayed by their organization. To tell me ALL lines were compromised with leaks in such a short visit (Their tech was at my home for *************************************** less than 15 and then the rest of the time was to add freon) is saddening that a company as large as theirs and with their reputation would do that to a loyal customer.I did send an email to ********************** to advise them that I wanted a refund on my ********* contract that will go into effect on 7/23/24. They did refund me that money. I also explained the above to them & the service person **** said she fowarded my email to management. I followed up a week later and she reforwarded the email to the management team and to date I have received no call. I wanted to tell them based on this misleading visit I wanted them to refund me for the ********* contract as they did not hold up their end of the agreement by telling me false & misleading ******** wanted a refund for the current contract since I incurred unnecessary expenses due to their misleading inspection. Especially since torquing the nuts is covered.

  

  Business Response

  Date: 08/29/2024

  Throughout the industry Iso-polar line sets have become porous over a few years being outside.  This is a known industry fact and the manufacturer has gone out of business due to the severity of the issue.  For the customers sake, we routinely recommend replacing isopolar line sets to maintain the customers HVAC investment.  As a curtesy to the customer and to maintain good community relations, we have refunded the customer their ********* and ********* maintenance contract payments.  The customer was called by our Service Manager to review the information and notify them of the refund.

  Customer Answer

  Date: 08/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  I want to state for the record, that although theyre saying that they routinely tell customers to replace these lines because of this defect, that is not what was told to me, what was told to me is that I had leaks in all four lines and they need to be replaced.  They did so without testing the lines they made an assumption that all four were leaking when in fact, two nuts just needed to be tightened and the problem corrected. With that as long as I receive the refund from the 2023/2024 contract this resolution is satisfactory to me and the matter has been resolved.

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

  
  

• Initial Complaint

  Date:07/09/2024

  Type:Sales and Advertising 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 called this company to unclog a shower stall drain. They were in my house for 5 minutes to unclog the drain. They charged me $484. Since they had already done the work I didnt feel I had any option but to pay for the service. I signed a receipt and they left. When I looked over my receipt I saw they had written under work completed: unclog kitchen/bar,lavatory,tub and shower stoppage. They did not do all those things. They just unclogged the one shower stall. This was totally unethical. When I called to discuss the issue they just said that is their fee.

  

  Business Response

  Date: 07/23/2024

  To clarify any confusion to our customer.  In addition to the task you are reading mentioned under work completed,  the worked performed was noted in the invoices summary and explains the cost of the job   "Price to snake second floor shower. Send snake in no more than 15 feet to clear stoppage. Once stoppage is clear run water to test for normal drainage. No guarantees on sewer snaking"    This is the work the technician performed for the price charged.  We take every effort to communicate to our customers all worked performed.    

  Customer Answer

  Date: 07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As you can see in the underlined section of the receipt it states that the technician snaked the kitchen-bar-laundry-lav, Tub and shower stoppage for $484. THE TECNICIAN DID NOT DO ANY OF THOSE THINGS. All he did was snake the shower that took about 5 minutes.  We tried to resolve this with Universe but they never called us back. 

  
  

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

  

  Business Response

  Date: 08/29/2024

  Customer signed an estimate and invoice for work completed.  Invoice summary is as follows;
  
  Price to snake second floor shower. Send snake in no more than 15 feet to clear stoppage. Once stoppage is clear run water to test for normal drainage. No guarantees on sewer snaking.
  
  We do not see any issue with the work scoped or performed.  As a courtesy to the customer and to maintain good community relations, we have refunded the customer $267.25
  

  Customer Answer

  Date: 08/30/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *************************
  
  
  
   
  
  

• Initial Complaint

  Date:04/12/2024

  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.

  Contacted the universal company on April 10,2024 inquired about having my ductless ac unit having a maintenance check. The tech came to my house on 4/11/2024 and looked at the unit for 5-10 mins. He told me that the unit looks dirty and could use a high tech clean out and also an air scrubber would be good to keep the unit clean. The price on the scrubber seemed very high at $1250 and I said I did not want that done. He then said the company was having a deal going on and he would check if it still was available. He came back and told me it was and it was 750 for today only seemed very suspicious. He convinced me the cleaning was necessary and I agreed to have to Be high tech cleaning. The price was also very high for a total of *******. The tech who would do the work came to the house about an hour later. I then watched him preform a basic cleaning of the unit using spray on cleaner and a water stream nothing high tech. The real problem arose after he put the cover of the unit back on and the bottom vent would not operate anymore. He tried to mess with it for 10 mins and had no idea how to fix it. I informed him I was not happy with it not working the same way as before the work was done. He then made some excuses and tried to deflect the blame and went on to say he would make it known to the company office. I also contacted the main office and informed them I was not happy with the work performed, they assured me I would be contacted by a manager. I would like an adjustment to my bill for the damage to my unit. I do not trust this company any longer and do not want them in my house. So a repair would not be expectable by their techs. I also feel that the price I paid compared to the service was extremely overpriced.I uploaded pic of before and after for the vents and the invoice

  

  Business Response

  Date: 05/09/2024

  Spoke with ********************** on May 9th about the work performed.  Worked out agreement to provide a partial adjustment to the bill as requested to ensure customer was satisfied.

  Customer Answer

  Date: 05/10/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *****************************
  
  
  
   
  
  

• Initial Complaint

  Date:03/11/2024

  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.

  My upstairs shower was not giving full pressure for a few weeks. Therefore, I contacted Universe Home Services last month to see if they could diagnose the issue. Their representative came on Feb 12th and said that the shower valve cartridge was defective and would cost $605.17 to replace. She took a $200 deposit and said she would return the next day as she didn't have the part with her. No one returned for a few days after which I had to call the Office again to remind them that the job was incomplete. Someone finally came on Feb 16th to replace the valve cartridge, but the issue remained. I was at work during this time and my wife was pressured into paying the Balance even though there was no improvement to the shower pressure. The representative then gave a second Quote for "Meter Bar Rebuild - Replace (2) meter shut off valves and install new meter spuds and meter bar", for the amount of $1,841.50. This just seemed ridiculous, as the pressure in every other fixture was fine. If the problem was with the main meter shutoff valves then the other water fixtures should have also been affected. So I decide to get a second opinion from another plumber. The new plumber came and took off the showerhead and also took apart the newly installed valve cartridge. He then blew into the showerhead to clear the lines. It seems there was some debris that had collected in the water lines between the cartridge and showerhead. That was the real issue. There was no need to change any other part or "meter shutoff valves" at all. Then when I told the new plumber the price Universe Home Services charged for the "shower valve cartridge", he was astonished. He said that for one, this replacement was not needed, and second that the part only costs ~$50, with only 10 minutes of labor, $605 was an absurd amount to charge anyone. I feel cheated and would like a refund for being misguided and taken advantage of by Universe Home Services...

  

  Business Response

  Date: 03/25/2024

  We apologize for the inconvenience.  Please accept our sincere apologies for the oversight and thank you for bringing this to our attention.   I have written a letter to the BBB indicating our resolution.

   

   

  Customer Answer

  Date: 03/26/2024

  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. I will wait for the partial refund, after which we can close the matter. Thank you.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  We purchased a ductless AC from Universe when we moved into our home in 2016. Our upstairs unit never performed as well as our downstairs unit but in the summer of 2020 we noticed it was only blowing hot air. We called Universe several times to remedy the issue, as we were under warranty. They never made the repairs necessary to get the refrigerant to the second floor and instead kept saying the blower wheel was dirty and we needed to reset it. We continued to have the same issues in the ******* of 2021 and 2022 and they would continue to come back with no real solution. We called them again this year for the same problem. They now told us our warranty was up and charged us $3,400 to replace the copper line sets and clean both unit heads. After doing this, the upstairs unit is still not working so we had to call them to come back a second time. This time, the technician stated that in 2020 they replaced a EEV valve that they found faulty with a spare valve from the condensor. Now they are saying all of the valves are all faulty so they need to do a tech support call and run diagnotics. So now they want to come back in a week and charge us another $300 to run diagnostics, after we have already paid $3,400. Additionally, they stated they failed to replace the spare EEV from the condensor in 2020. They continue to charge us for new problems but the unit is never fixed. We feel they are taking advantage of us and have actually contributed to the problems. We have been in contact with other HVAC technicians that claim our copper wire lines should not have to be replaced this soon. We have spend thousands on repairs and still do not have a working upstairs unit.

  

  Business Response

  Date: 07/04/2023

  Thank you for bringing this issue to our attention.  After speaking with our department manager, to date we have refunded the $3396.97 charge for work considered under warranty.  That refund was processed on June 2,2023.  On June 26th2023, we returned and completed all work to the existing condenser at no charge.  At the end of the repair work, it was determined and confirmed the unit is now functioning properly.  Issue has been resolved and customer is satisfied.

  Customer Answer

  Date: 07/12/2023

  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 and the matter has been resolved.
  
  
  
  Sincerely,
  
  
  
  ******** ******
  
  
  
   
  
  
  

• Initial Complaint

  Date:02/06/2023

  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.

  On 1/27/2023 I contacted Universe for a service call for my boiler. I was quoted $125 for service call, I was informed there would be extra fees of parts were needed. Universe tech, *****, came at 4:01pm and removed insulation from around the boiler. ***** came back upstairs to me within 10 minutes and said the cost would be $320.44. ***** further stated if I didnt pay today I would incur other fees. I reluctantly gave my credit card. When ***** left my boiler still was not working. On 1/29/23 after my boiler was still not working, I contacted Universe and a new tech, ******, came. ****** spend 45 minutes in the boiler room determining the problem was a dirty sensor. ****** fixed this issue and no payment was due. No parts were needed. I didnt receive any itemized bill as to what I was paying for beyond a typical service call.

  

  Business Response

  Date: 02/24/2023

  We spoke with the customer and everything is resolved and customer is satisfied.

  Customer Answer

  Date: 02/28/2023

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************