ComplaintsforEndless Energy

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Heat pump installation that completed on 7/25/2024. Complaint items:1) Repair for one of the heat pump units that failed on 8/3/2024 and is still not working.2) Aeroseal that was part of the contract that was only half completed on 8/2/2024 and has not been scheduled for the remaining work. 3) Mass Save insulation work that has not been scheduled. My top priority is to get the heat pump repair completed. A technician first arrived on 8/14/2024 and diagnosed that a part needed to be ordered and replaced. He estimated about a week for the part to come in. Since then Ive been calling periodically to check on the status of the repair and each time, all Ive gotten is that theyre still waiting for the part. Yesterday (9/10), I called and asked for more information and was told I would receive a tracking number for the part in email. That email was never sent.*** also tried to get my aeroseal and insulation work scheduled and completed. *** been told that **** will contact me but that has not happened either.Regardless of the original estimate, I find it impossible to believe that it would take a month for a replacement part to arrive. I need my heat pump working and it is causing me a great deal of stress that I have no idea when that may happen.

  

  Business response

  09/11/2024

  We have actively resolved these issues with *****.  The Manufacturer had an extended delay on the part that was needed. We have worked with the customer to find an alternative solution that meets his satisfaction and his installation is scheduled for Monday September 16th for his HVAC system and Monday September 23rd for his Aeroseal. I advised him that I will contact him on Monday Sept 23rd after his Aeroseal to help assist him with his WX install dates. ***** was agreeable with this plan. 

  Customer response

  09/11/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Energy Assessment completed on 7/20/2023 Insulation and air sealing took place on 8/25/2023 and 9/2/2023 February 28th: Called them to tell them that our knee wall attic was covered in mold. Explained that we have never had mold in that area. Company sent someone out on March 1st to inspect. Pictures were taken by the company and I was told someone would call me the following week.Called the company again on March 27th because no one had followed up with me. I was told someone would call me back asap.They finally called me back on April 9th and stated they would like me to pay for half of the cost to remediate the area and fix the issues that are causing the mold. I expressed that I didn't think it was fair to expect me to pay for half, and that I was highly disappointed by the lack of communication and follow through. They sent a company out to inspect the mold on April 15th. The inspector voiced real concerns over the mold and expressed that the issue was caused by the lack of proper ventilation in the area and the way the insulation was added. They company who did the inspections emailed a quote to both myself and Endless energy that same day. After several days of not hearing back from Endless Energy, I reached out to them. They called me on Thursday April 18th and stated that they didn't know why the person who was emailed the quote didn't let them know. The quote, just for the remediation of the mold is $2400, and I expressed that based on the evaluation and what was told to me about why the area currently has mold I let them know that we were not paying for the remediation. The person I spoke to stated that he would call me back later that day, and I have not heard back from anyone from the company. The mold is causing health issues for me and my family and I would like for some resolution to this ASAP. You can see from the report, there was no mention of needing additional ventilation in that area, or a bathroom fan in the ** under area.

  

  Business response

  04/30/2024

  The scope of the Mass Save weatherization specifications are not set by Endless Energy.  As a Home Performance Contractor under this program we are required to comply with the specifications as outlined by the vendor (Abode/National Grid).  This information is outlined in the *** agreement the customer signed which is attached here.  On 08/25/2023 the lead vendor sent an inspector out to the job site to review the scope of work and advised us the specifications that they required be completed.  We completed the specifications as specifically noted on the inspectors report (please see attached abode inspection report). Our work was completed 09/02/2023.  The customer did not reach out to us with regard to any concerns until late February 2024.  We put them in touch with a mold remediation company as we do not remediate mold.  The space in which the mold grew was most likely impacted by the fact that there is a bathroom with no vent fan in it.  Once the mold remediation company returned their evaluation, in an effort to provide customer service in good faith, we offered to not only pay half of the mold remediation costs (even though we completed the scope of work exactly as it was outlined to us through the lead vendor), we also offered to install a bath fan for the customer that they had purchased and to re-insulate as needed after the mold remediation at no cost to the customer.  The customer was not agreeable with this compromise.  The customer was aware that they had an unventilated bathroom which produces moisture and they chose not to take the steps necessary to ensure their home had proper mitigation against potential mold growth due to lack of ventilation.  We believe that we have gone above and beyond to provide a solution for this customer, and do not believe that the full remediation cost of the mold is owed by Endless Energy.  We have elevated the customers concerns to their lead vendor and made them aware of the customer's complaint, and have been awaiting further direction on how they wish us to proceed.  

  Customer response

  04/30/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Customer response

  05/03/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ

   

   We did not contact the company about the mold until February because it is not a space that we use often.  In this case we didn't need to go into/or use this space until February.  We called the company immediately when we noticed the mold.  We also called a roofer to come and inspect the roof to insure there were no leaks around the chimney in that space.  We did not know that the bathroom below that space would cause an issue.  That statement by the company is inaccurate. The roofer who came out to inspect the area four days before the company came out to inspect is who alerted us to the possibility that the mold may be a result of the lack of ventilation from the bathroom below.  The bigger issue is the lack of communication and follow-up from the company.  Waiting a month to be contacted following the initial inspection and the lack of an explanation for this oversight unfortunately caused some distrust on our end.  When someone did finally call me back after a month, I answered my phone (despite it not being the best time for me to talk) out of fear that if I didn't it would take another month to hear back from anyone.  There seems to be some misinterpretation about the information that was presented on that call which may likely be because of the difficulty I had in hearing the conversation.  I interpreted what was said to be that it would be my obligation to cover half of the cost for everything, not just the mold remediation.   The information presented in the companies response stated that they told me they would cover the cost for the electrician as well as additional insulation, which was not made clear to me at the time of this conversation.  I was contacted by the vendor yesterday who scheduled a follow-up inspection with me and Endless Energy today. I am hopeful that we can get this situation resolved in a timely manner.  I do feel that all of this could have been avoided with better and more timely communication from Endless Energy.  

  
  Regards,

  *****

   

   

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Endless Energy to service the mini split system that they installed for me. When asked about payment for the service, I said that I would like to use a credit card. They informed me that they would charge a 3% fee. I informed them that this is not permissible based on Chapter 140D Section 28A. They refused to stop charging the fee and I am reporting this because they must be doing this to other customers. I think this business practice should be addressed and stop.

  

  Business response

  03/08/2024

  Endless Energy remains vigilant in our compliance with all state and federal regulations. We do not impose a surcharge for credit card use, however we do offer a discount to those customers who choose to pay by check or electronic fund transfer.  We do apply a 3 % discount to our customers who choose to pay by check or bank transfer.  This is stated clearly to all of our customers and is universally applied to all transactions as per the state guidelines.  This customer was presented the opportunity to pay with either check or bank transfer and he declined, and therefore was not eligible to receive the discount and was asked to pay the regular price. 

  The applicable state code the customer referenced is noted below: 

  With respect to any sales transaction, any discount from the regular price offered by the seller for the purpose of inducing payment by cash, check or other means not involving the use of an open-end-credit plan or a credit card shall not constitute a finance charge under section four if such discount is offered to all prospective buyers and its availability is disclosed clearly and conspicuously.

  Customer response

  03/08/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This response is factually inaccurate and unsatisfactory. A discount was not offered to pay by check or ACH. Instead, I was told a fee of 3% would be added to the $275 charge quoted if I choose to use a credit card. i recommend that the recording of the call be reviewed. This is directly in conflict with the relevant Massachusetts statute. It would be helpful if the business conducted not only its business legally but also responded to an BBB inquiry with an accurate information. 

  If the business would like to offer me a discount on the service quoted ($275) to pay by check or ACH, this would be a satisfactory fix to the error from yesterday.

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Endless Energy installed ducted and ductless heating and cooling system. Upon depositing cash around $9500, they scheduled installation. They sent technicians with no site managers for electrical work, HVAC work, and weatherization. The work was done in sloppy manner and delayed twice as long from agreed period of time. Electrician used cable covered with vinyl instead of metal-sheathed cable from the electrical panel for the attic. He left opening in the ceiling of the finished basement. ********* left water discharge line to direct water to the building and did not mend broken cement he opened. Weatherization made attic door not insulated properly and does not close. He did not install weatherization to door jams and on doors. None of the workers were provided with booties or clean and sufficient drop clothes to keep dust contained. Endless failed to coordinate the work and caused excessive inconvenience for everyday life and exposure to continued dust and expense of drop clothes and rolls of tapes.Their workers used our bathrooms and daily cleaning after their work over two weeks and confinement in the living room limited normal enjoyment of life as they extend day after day.They cut corners by not supervising before, during and after.They did not coordinate between the three teams which delayed project unnecessarily.

  

  Business response

  10/31/2023

  We feel terrible that this customer did not believe we provided superior customer service, however, we believe that we went above and beyond to accommodate the many demands of the customer, even some of which were not agreed upon through the initial signed contract for the scope of work.   The customer signed their contract for ******************** on September 27, 2023. We reached out on October 4, 2023 to schedule her project and she requested an install date earlier than what we had available on our installation calendar.  We moved up the project per the request of the customer to an earlier install date of October 17, 2023, even though this caused our company to incur additional business charges of overtime as we had other projects already previously scheduled for the dates she requested.  We did not pass this expense onto the customer.  We provided a site manager on day 1 and intermittently throughout the project to ensure that work was being performed as outlined in the agreed upon scope of work.  The promise of an onsite project manager at all times was never discussed or agreed upon.  All of the technicians were provided with booties and drop clothes for the duration of the install project.  Prior to our team arriving on day 1 the customer had taken upon themselves to plastic their home from ceiling to floor, without inquiring if this expense would be reimbursed.  We brought our own protective materials on the day of the project, as per our normal business operations and industry standards, and the customer rejected them stating that she would prefer that she use her own.  The cost of protective materials was not a line item on her contract and was not passed along to the customer.  We declined to reimburse the customer for the out of pocket expenses she  demanded, as we did not request for her to take this step, and this expense was not agreed upon prior to the contract signature.  The customer was upset that the job was delayed 2 additional business days in total, due to unanticipated project challenges that we resolved on-site.  The project concluded on October 23, 2023.  The customer demanded that technicians come to work on weekends, which this cost was not included in her scope of work, and so we advised that her scope included typical business days for installation.  The customer was also upset that our technicians were scheduled to take a lunch everyday, as required by law, and that they used the restrooms on site (it is typical that our customers allow our technicians to use the facilities during the course of the project as the cost of a portable toilet was not included in the scope of the contract. The customer did not raise the issue of the technicians using on-site restrooms prior to signing the contract.  The materials used on site for the project were all in alignment with industry standards and current building codes including the electrical wires.  We have attempted to contact the customer to schedule a follow up visit to address her concerns with regard to the drain placement and ceiling hole and she has refused to allow our team back on site.  Once we are allowed to address these concerns we will schedule her final building inspection to close out permits. At this time we have done everything within our power to uphold our services as outlined in contract that was signed, and we can not provide anything further to the customer until she allows us to schedule a revisit and the final building inspection.  Additionally as part of her contract this customer has already received a discount of $1,674.00 off her total install and we took on the filing of the Mass Save rebate for the customer saving her time and not requiring her to front the cost of the $10,000 rebate which we as a company will have to wait many months before receiving.

  We believe we have in good faith provided this customer excellent service and have fulfilled the project contract as agreed upon.  We will continue to reach out to this customer to attempt to resolve any reasonable requests that are in alignment with the agreed upon scope of work. 

  Customer response

  10/31/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  

  Business response

  11/01/2023

  We will not speak to our company hiring and termination practices of any employee, current or former, to protect the privacy of all employees as pursuant by law and good ethics.  We will however, state that Endless Energy is an organization dedicated to promoting diversity and inclusion within our company and in our interactions in our communities.  We have not at any point treated this customer any differently than any other customer in our care, and have even made attempts to go above and beyond to work with customer requests such as moving up project dates.   We have made attempts via both by telephone and through email once we were made aware of the customer's complaint, and requested an opportunity to walk through the concerns the customer has on-site with our General Manager in an effort to help resolve the customers complaint.  The customer refused to meet with us via telephone and did not respond to us through email. Please see copy of the attached email communication for reference. 

• Initial Complaint

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A central ** system we had installed in June stopped working. A service person came out over a week and a half ago and said that there was a faulty part that needed to be ordered. We were told we should have the part by Friday June 28th. The part did not come in until Tuesday August 1st. When the service person came in to fix the ** it was a part for a completely different system. We had a heat wave last week with temps rising to over 90 degrees in our bedrooms. I am 6 months pregnant and have 3 small children. This is unacceptable and we need help resolving this issue as complaining to management has not helped, they even laughed at me when I complained.

  

  Business response

  08/02/2023

  We feel terrible that this customer and their family are experiencing discomfort, however, the initial issue was caused by a faulty part from the manufacturer of the equipment.  When we were advised of the malfunction of the part we ordered a replacement part.  The time it took to receive this part was outside of our span of control as it came from the manufacturer.  The part then received was not the correct part, and we immediately requested that an expedited order be processed for the correct part.  The correct part is expected to arrive tomorrow and we have scheduled to have the repair completed by Friday, and this timeline has been communicated to the customer.   Our commitment to making this customer's equipment repair as quickly as we can has been considerable in our time and efforts in contacting the manufacturer and communicating the need for the correct parts be sent as quickly as possible.  

• Initial Complaint

  04/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have pending charges from them and I didnt authorize them at all. Dont know what company this is

  

  Business response

  04/03/2023

  After review, we believe this complaint has been made in error as the amount of the charges and name of the client is not on record within our company. We have not made any charges in these amounts to the person's account. The name of our company, Endless Energy, is used by various organization's throughout the country, and we believe that this person has identified our company in error.

• Initial Complaint

  02/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  1. REPRESENTATIVE OF ENERGY HOUSEHOLD PRODUCTS VISITOR '***************************' KNOCKED 2.15P FOR A 2PM APP'T (WE'D EMAILED AND TEXTED HIM 3 AND 1 HR BEFORE APPT ASKING IF HE NEEDED RESCHEDULING DUE TO WEATHER=NO REPLY).I TOOK A MIN. ON HIS KNOCK TO GET MY COVID MASK ON, AS I OPENED THE DOOR..HIS COMMENT WAS "I DON'T CARE ABOUT COVID..YOU SAID 2PM THEN YOU DIDN'T ANSWER THE DOOR!"APPARENTLY HE DIDN'T CARE, AS HE WAS NOT ONLY WEARING NO MASK, BUT HE WALKED INTO OUR LIVING ROOM EVEN THOUGH I ASKED HIM TO DO ONLY A WALK THROUGH (I'D TOLD HIM 3 X I HAD ANOTHER APP'T 3PM). HE GOT INCENSED, WOULD NOT TELL ME HOW LONG IT WOULD TAKE, NOR WHAT PRODUCTS HE WAS TALKING ABOUT. HE STORMED OUT, AND I TOLD HIM WE WOULD NOT BE CONTACTING HIM AGAIN.MY CONCERN IS 1)HEALTH-HE DID NOT RESPECT OR ABIDE WEARING A MASK, EVEN THOUGH I TOLD HIM "I DON'T WANT YOU TO GET COVID". ACTUALLY, I WAS WORRIED THE WAY I SAID THAT UNDER OPENING DOOR AND PUTTING ON MASK, THAT HE WOULD WALK AWAY THINKING I HAVE IT, WHICH NO, I DON'T. IT STILL STANDS TO REASON THAT 1) THE GUY WAS GIVING A HARD TIME B/C OF NOT BELIEVING IN MASKS EVEN FOR HIS BENEFIT, 2) HIS EXCUSE ABOUT WAITING DID NOT MITIGATE HIS LATE ARRIVAL, HIS FAILURE TO RESPECT CUSTOMER LIMITS ON TIME, AND 3) HIS APPARENT INABILITY OR LACK OF TRAINING TO RESPOND TO CUSTOMER ON WHAT PRODUCT/WHAT AREAS OF THE HOUSE, AND 4) HE FAILED TO ACCOMODATE IN ANY WAY SHAPE OR FORM TO THE CUSTOMER'S POLITE REQUEST TO COMMUNICATE AND ACCEPT THAT HOMEOWNER (ME) HAD ACTUAL OTHER APP'TS. IT WAS VERY DISTURBING TO SEE A REP. OF ***** CONTRACTS WORTH MILLIONS WITH SUCH POOR CS. I AM OUTRAGED AND PLAN TO CONTACT THE ***** ENERGY COMMISSION. IF HE WAS AN ANTI-MASKER, HE ALSO SHOULD HAVE MADE THAT CLEAR...MAYBE SOME REDNECK FOLKS WOULD LOVE HIS COMPANY, BUT WE ARE TRYING TO KEEP SAFE, AND THIS PERSON'S ATTITUDE WAS PROFESSIONALLY AND MEDICALLY UNSOUND. THIS CO. REP. SHOULD BE STOPPED FROM VISITING HOUSEHOLDS FOR SO CALLED ENERGY EVALUATIONS UNDER ***** FUNDING

  

  Business response

  02/05/2022

  ***************** called into the office immediately following his scheduled meeting with ************ at 2:12pm noting it had been a challenging appointment and the customer pushed back on anything he said during the limited roughly 10 minute interaction. Mr. ************************ was scheduled at 2pm and he arrived at 2:03pm despite an ice storm occurring that day.  As he had been driving prior, ****************** did not see any inquiries about rescheduling the appointment.
  
  
  The customer was informed upon booking that the appointment would take approximately an hour, yet when ****************** arrived the customer did not wish for him to enter and asked that offer a competitive quote and leave. ************ informed ****************** had a 3pm appointment and ****************** said he assured him they would be done well before that but he could not simply give a quote. It is impossible for our sales representative to do this without proper measurements and getting an understanding of the customer's goals and needs.
  
  
  ********************** has a mask policy. All employees going into customers' houses are told to wear masks. All employees on our office premises are required to wear masks. We have never received a complaint about ****************** not wearing a mask nor has he ever come into the office without wearing one. That said ********************** direct supervisor will discipline him for this accordingly.
  
  
  At 3pm on the day of this incident ***********************, Director of Sales & Marketing, spoke with ************ by phone apologizing for issue, tried to resolve discrepancies between **************** account and ********************** account, and offered to have another Account Manager to come out to review the customer's house and give a quote as quickly as our process allows.

  Customer response

  02/06/2022

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

      I'm willing to close complaint, assuming I'm treated with respect and time sensitivity on TUesday 1pm for about 1 1/2 hrs approx at 1 pm. Am looking forward to starting off on better footing.
  

*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. ↩