ComplaintsforEFI

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  EFI is the rebate processor for the **** Save program. I was approved to replace my old heating system with a modern heat pump. The proper paperwork was submitted, but EFI is slow rolling payment. There online web status site does not properly report status or needed details, their phone/call center results in 8+ hour hold times, the online chat is the same (8+ hour hold times), and emails go unanswered. Attempts to contact EFI corporate results in the same thing. **** Save says the hold up is EFI and they are unable to reach them either.The problems continue with EFI.*************************************************************************************************

  

  Business response

  04/05/2023

  Thank you for reaching out to us regarding your rebate. We apologize for the frustration you have experienced.

  Please be advised that we currently have very high call volume, with call wait times up to an hour and a half as we strive to serve the needs of each customer. We have received the emails you submitted to us, thank you.

  We apologize if there was any misunderstanding about processing timeframes; due to the need for supporting documentation regarding the installation of an Integrated Control required for this rebate, the approval process for your rebate was delayed. After receiving your supporting documentation, the application was reviewed and approved for processing.

  We are also expediting the check creation for your rebate. Please expect your rebate check within the next 1-2 weeks.

  Thank you, and please let us know if we can assist you further.

  Customer response

  04/05/2023

  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. 

  This conflicts with the phone call that we received 2 days ago (April 3rd) that you now want to do a physical inspection of the property.  We were told, that despite us submitting all the required documentation (as asked each time) that you are now "requiring inspection".  We were happy to take pictures as prove, but this was not a lot.

  We do get conflicting details from each and every person that we talk to.

  Right now, we are scheduled for a house inspection on 4/12.  We are making a special trip to be up there for this.  I'm reluctant to want to cancel, because you will likely come back and say the BBB response (about approval) was not correct.

  This is yet another example of "slow" rolling the process to hold onto cash flow for the energy companies.

  
  Regards,

  ******

   

   

  

  Business response

  04/14/2023

  Thank you for your feedback. We apologize for the miscommunication. The Mass Save rebate program contracts with multiple organizations to handle different actions for the rebate process; we process the actual rebate applications and rebate check creation, while other organizations handle post-installation inspections. It was simply a matter of timing being crossed over between the inspection company receiving notification of the inspection requirement for your installation, and our overriding that requirement by exception in order to expedite your rebate check creation. Thank you for your efforts to ensure that all requirements have been completed for your rebate application. Your check is on its way to you.

• Initial Complaint

  03/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been waiting over a year for a $750 rebate check - which supposedly was sent in May of 2022, but never arrived.Calls are left on hold forever.Emails and texts just get an auto-response.I'm wondering if this company still exists, or if someone took the money and ran.

  

  Business response

  03/22/2023

  Thank you for your inquiry.

  We apologize for any frustration you have experienced when reaching out to us for information. We have been experiencing extremely high volume in both customer calls and email communications, and are diligently working to answer and reply as soon as possible.

  Thank you also for reaching out via email to ******************************** We have located your emails and see that this situation is resolved, based on the information that you were able to locate the check or deposit in the amount of $700 for the rebate check that was mailed 6/3/2022.

  Please feel free to reach out if you need any further assistance; we will be happy to help!

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I did an oil to natural gas conversion with National Grid and was supposed supposed to receive a post purchase rebate of $1,600. National Grid said they use third party EFI to process the rebates. My Application #****** of August 23, 2022. After waiting the 6 weeks I was told to wait I called EFI and they said it got held up because I missed putting the *** # ******. After giving them the *** # they said to follow up in 4 weeks which I did and they said everything was in order and my check should be processed in a few weeks. I have called multiple times and I always get the same response, We are processing your rebate, check back in another 4 to 8 weeks. I reached out to National Grid multiple times and they contacted EFI asking them to process the rebate but to no avail.

  

  Business response

  03/28/2023

  Thank you for reaching out to us. We do apologize for the frustration you have experienced while waiting for this rebate to complete processing. Due to the need for supporting documentation regarding the Home Energy Assessment report for your installation, the final processing was delayed outside of normal **** week timeframes.

  At this time, we are authorized to process an expedited check to you, which will be mailing within 7 business days.

  Please let us know if we can assist you further, thank you.

  Customer response

  03/31/2023

  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. 

  Please provide tracking number of rebate in the amount of $1,600 and confirm address sent to is same as application:

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

  ********* *****, **  02648
  
  FAQ
  
  Regards,

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

   

   

  

  Business response

  04/03/2023

  ****************,

  We can confirm that your rebate check has been expedited to the address listed.  The tracking number is 1Z833W670372271690.

  Please let us know if we can assist you further, thank you.

• Initial Complaint

  03/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/28/22 I filed a rebate application # ******* for a heat pump that was installed in my home. I received an email from EFI Rebates stating they had received my application and that they would reach out to me if they had any questions. Their rebate portal had my status as "in process" until 11/21/22 when it changed to something like "contingent" (I don't remember the exact term. I would look it up but the portal doesn't work at all anymore). I didn't receive an email or phone call to explain why the status had changed. I called their support phone number and was told the invoice I submitted did not have the thermostat that was installed listed as a line item and I would need to resubmit the invoice with it included. Fair. I resubmitted on 11/22/22. Eventually the portal went back to "in process". After checking the portal everyday on 12/28/22 the status changed to something like "denied". I called them and *** told me that the installer I used was not an approved vendor. To which I said I got the them from THEIR LIST of approved vendors. *** told me he would look into it and call me the following week. He never called. Eventually the portal went back to "in process". I called again on 1/17/2023. ******* told me the rebate was approved and she would put in a expedite payment request. No explanation for why they thought I had used an unapproved installer. Eventually the status on the portal changed to something like "approved". After several more phone calls they're telling me payment takes 6 to 8 weeks after approval. They have my approval date as 2/9/23 for some inexplicable reason. I called them today, 3/14/23. ********* told me my expedite request wasn't approved and they're "merging their systems" so checks aren't being sent out right now anyway. It's been nearly 5 MONTHS since I submitted my application and have still not been paid. I did everything required. They don't call back and don't email. Their customer service reps are rude and are not empowered.

  

  Business response

  03/19/2023

  Thank you for your inquiry and feedback. We continuously work to improve our processes and communication for customer needs, and we apologize for the frustration you have experienced. There have been delays completing the rebate process on your behalf due to the detailed review process for program requirements, as noted in your comments. In addition, we have been undergoing scheduled system maintenance which did pause normal processes for a brief timeframe.

  We have sought out and received approval to have your rebate expedited at this time. Once we have additional information on the mailing date, and probably tracking information, we will be happy to send this to you via email. We hope that this resolves this issue for you.

  Customer response

  03/20/2023

  I do not accept this response because frankly, I do not believe them.  EFI has lost all credibility.  I have been told this would be expedited several times and it has not been.  *********** has never followed through on any of the promises they've made.  It's easy to say or write words.  I don't believe them when they say they "continuously work to improve our processes and communication for customer needs." There is simply no evidence to suggest this is true. Their only line of communication is their portal that doesn't work half the time you check it.  When you call them they have zero answers and tell you they'll call you back. They don't call back. I've never received a single non automated email from this company.  Unless and until I have a check in my hand I will not believe a single thing this company tells me.  I have done everything I was supposed to do with this rebate. In good faith.  EFI has not delivered and I have no confidence they ever will.  The shame of this is that I got this heat pump to reduce my carbon footprint. I was incentivized to do it because of the rebate associated with it. If the rebate process is this broken people will be discouraged from doing the same.  EFI is failing to fulfill their responsibilities to this cause.  

  

  Business response

  03/28/2023

  Thank you for your feedback. We apologize that the delay in the processing, review, acceptance, and creation of this rebate check has cause so much frustration.

  I can assure you that the rebate check has been mailed (expedited from normal timeframes), and it was mailed via **** on 3/22/23. If you have not yet received it by postal delivery at this point, it should be arriving in the next few days based on normal postal delivery timeframes.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ************************************************************ in November 2022. I saw that **** Save offers a $500 rebate on induction stoves for Eversource customers like myself:******************************************************************************************** so I purchased an induction stove, as I have asthma, and the fumes from my gas stove exacerbate my disability. prior to installing it, I called Mass Save and asked how this would work since I purchased it in 2022 but could not install it until after 1/31/23 due to the electrical work I need to do. I was told I could file for an exception. I later called Mass Save again and was told that I do not qualify for the rebate because I receive a discount utility rate from Eversource. MassSave.com does not disclose anywhere on its site that customers receiving a discount utility rate are not eligible for the rebate. On the induction stove rebate page (see above for link), it says:"Eligibility This offer is only open to ************* residential electric or natural gas customers where the **** Save Program is offered by ************* ******************, Eversource, Liberty, National Grid, or Unitil who have an existing natural gas or propane stove.Limit one induction stove rebate per account.To qualify for this rebate you must have your existing natural gas or propane stove verified prior to removal. To start the process, visit www.masssave.com/getverified.The rebate is good for purchases made from January 1, 2023 through December 31, 2023.Applications for 2023 rebates and all necessary materials must be postmarked or submitted online by January 31, 2024."Caleb at Mass Save claimed I would find out that I did not qualify when I got my existing gas stove verified. But that is insufficient notice. The webpage clearly states that Eversource customers with gas stoves are eligible - no mention of exclusions for discount rates. It would be cheaper for me to pay the full utility rate and receive the $500 rebate along with dryer rebate.

  

  Business response

  03/06/2023

  Thank you for your inquiry.

  We apologize for the frustration you are having with obtaining answers to your questions.  As your questions do pertain to eligibility based on your utility rate code, after reviewing your inquiry we have referred your information directly to your sponsoring utility.

  Eversource has attempted to reach out to you directly through both phone calls and an email.

  Please get in contact with Eversource for assistance with your questions on rate code and rebate eligibility. In addition, for the induction stove rebate, a Home Energy Assessment must be scheduled. More information may be found at www.masssave.com for that process.

  Please let us know if we can assist you further once a rebate application has been submitted.

  

  Business response

  03/15/2023

  Thank you for your inquiry, *****************

  We apologize for the frustration you have encountered with the Mass Save rebate eligibility and application process for the induction stove. 

  We have referred your complaint to your sponsoring utility Eversource, as many of your eligibility questions relate to your utility service and billing rate code. Eversource has attempted to reach out to you via both telephone and email over the last two weeks to assist with your questions.

  The induction stove rebate does require pre-qualification through a free Mass Save Home Energy Assessment. If you had this Assessment completed and were pre-qualified, the technician would have provided you with a rebate application form or information on how to apply for the induction stove rebate. Purchase and installation would need to have been after the Home Energy Assessment was completed.

  If you have followed the remainder of the eligibility requirements for the induction stove rebate, with only the rate code questions remaining, please feel free to submit your application via mail or online at www.masssave.com to begin the review process. It may be that we would need to seek an exception with your sponsoring utility due to rate code questions, but we cannot begin this process until we have an application (pre-qualified through Home Energy Assessment).

  Thank you again for reaching out.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Rebate submitted to ************************************************* and ****************************** per customer service representative in December re submitted in January called again still no info resubmitted Feberusry was told they received email and should see status update called again today was told no history yet I had Project # ct22p01273555 who came To our home may 2022 energy management authority to do walk through and gave us all info to submit rebates (we also had insulation done that company did get the refund) but for our windows and refrigerator we are just left with no information.

  

  Business response

  03/03/2023

  Thank you for your inquiry.

  We apologize for the frustration you have experienced. Your emailed applications and documents have been located and provided to our rebate processing team for review. Due to the delays, we are investigating options to move this forward more quickly for you. However, some of the required information for these rebate offer programs is still needed. We have assigned a rebate reference number to each application. For the supporting documentation still needed for each application, please email them to ************************************************* and "cc" ****************************** with the terms "Supporting Docs" and the relevant rebate reference number in the email subject line. 

  Window Replacement application - This has been assigned rebate reference #*******. To proceed, we need the following:

       - Verify or signify the Payee on the rebate application. If you are the payee, simply check the box marked Customer. However, if the Contractor is the payee, we will also need the installing contractor's signature on the application as well as a copy of a W9 from the contractor.

       -  Your signature and date of signature on the application (as the customer).

  Refrigerator Replacement application - This has been assigned rebate reference #*******. To proceed, we need the following:

       -  Currently, the refrigerator model number purchased is not Energy Star Certified and therefore does not qualify for the rebate offer per the requirements of this program. You may verify this at ************************************************;

       -  If you have documentation showing the refrigerator model number was Energy Star Certified at the time of purchase, please submit that documentation, along with a Customer Signature and date of signature on the application.

       -  The application also has the Clothes Washer line item checked as an eligible replacement based on your Home Energy Assessment. If this is something that you are applying for, we will need a purchase invoice for the clothes washer.

  We will be monitoring our email boxes for the supporting documents listed above to be received over the next week. Once we have this documentation, we will proceed with the rebate application review in order to finalize the processing of your rebate applications.

  We look forward to being able to resolve this for you. Thank you.

  Customer response

  03/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have responded with

  proper documents as asked and am

  waiting for response (when I search my name and address in the database nothing comes up yet but I am waiting.

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

  

  Business response

  03/10/2023

  Thank you, *******, for submitting the additional documentation. Thank you also for taking the time to speak with me regarding the rebate processing. Per our conversation:

  1. The clothes washer rebate is denied due to the model number not being Energy Star Certified, per program requirements.

  2. The window replacement program requires the **** labels from the installed windows. However, based on our conversation, the contractor removed all stickers and disposed of them during installation. At this time, we are submitting your window application and supporting documents to the Sponsor for an exception request due to this situation.

  3. A supervisor contact name and contact phone number was provided for future communication needs.

  Thank you again! We will do all we can to assist in this matter.

  

  Business response

  03/19/2023

  Thank you again for your inquiry.

  This response is to confirm that the Rebate Processing Center has submitted a request to the Sponsor for an exception to program requirements due to not being able to supply the **** window labels. We are awaiting the Sponsor's response on this request before we can proceed, and will be in touch once we have their reply.

  Customer response

  03/31/2023

  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. 

  This has been a process since November of last year was never told about the labels at any conversation. I do hope this company does right and releases my rebate as I would have done things differently as the big reason for doing my windows was so that I can get those rebates back. I have done everything the pamphlet told me to do as far as documentation so I just dont want to agree to any resolution until I know the rebate is en route to me.

   

  thanks

   
  
  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,

  Justine

   

   

  

  Business response

  04/07/2023

  Thank you, *******. We understand your frustration with this rebate process. EFI is the rebate processor for multiple energy efficiency rebate programs offered by sponsoring utility companies. At this time we can only confirm that the Rebate Processing Center has submitted a request to the Sponsor on your behalf for an exception to program requirements due to not being able to supply the **** window labels. We must await the Sponsor's response on this request before we can proceed any further.

  Customer response

  04/10/2023

  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. 

  I continue to accept any response as there is no resolution and until there is I cant accept. I again have continued to do as asked since I started this process almost 6 months ago.

  
  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,

  Justine

   

   

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a 32,000$ compliant geothermal system installed in June of 2022 for my residence in ************* by a liscenced installer. I submitted all paperwork including receipts, check copies, etc...and waited for the $15k rebate. In late July 2022, it went to a non-compliant status for lack of a house audit which was completed. I reached out and in August 2022 I gave them the supporting documentation requested. It is now March of 2023, and I finally got some resolution saying my application was non-compliant, with no reason why. Waiting nearly a year while paying interest on my loan for this outstanding rebate balance is ridiculous. Cant get in touch with them without being on hold for multiple hours.

  

  Business response

  03/19/2023

  Thank you for your inquiry.

  We apologize for delays in processing or communication and see that you have reached out to us by email.

  However, the information provided was regarding the initial Home Energy Assessment and that there were no weatherization recommendations made by the Technician.

  Mass Save Rebates all have as part of the Terms and Conditions a notice that all rebate applications and installations are subject to inspection. Your rebate application was selected for this process, and requires a post-installation inspection. The rebate is currently in a denied status due to a Failed Inspection. "Failed" can simply mean that no inspection was completed or that an appointment was missed.

  In order to continue reviewing your rebate for possible approval, please contact CMC at ************ to schedule this post-installation inspection as soon as possible. Once the inspection has been completed, CMC will send the Rebate Processing Center an inspection report so that we may proceed.

  Customer response

  03/29/2023

  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. 

  After taking the requested steps and receiving an inspection for the service, I still have an ineligible status on this rebate,  and am unable to reach customer service to verify if something else is needed..

  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

  04/05/2023

  Thank you for completing the post-installation inspection detailed in our previous response. We have just received the results on 4/3/23 of the March inspection, and it has passed.  At this time, we are able to process and finalize your rebate application. Your check will be expedited via *** and you should expect to receive it in the next two weeks. We will be happy to email the *** tracking number to you once it is available.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a small insulation business in CT and have worked with EFI for some years and understand that it takes some time to process rebates for insulation but since December we feel we are being are being ignored and given misinformation. We have 6 rebates that were mailed to EFI in October of 2022. per EFI, the checks (total >$30K)were mailed to us 12/23/2022. When we called again we were told the mail date was actually 12/31/2022 and we would get the checks in 1-2 weeks. We called multiple times and 18 days later no checks. (over the 2 week estimate we were given) So on 01/19/2023 we called again and asked for the rebates to be reissued due to fear they got lost somewhere. we were told they would arrived in 2-4 weeks. Only then were we informed of a delay because theyre system was being migrated to a new one. Would we have been informed of this earlier we couldve planned our scheduling better. This delay resulted in rescheduling clients and loss of clients which is not great for bussiness. On 2/17/2023 we still had no rebates in the mail we asked to speak with a manager twice. No manager called us back and instead we were told to call back on 2 weeks if we didnt receive anything. We were also shocked when they told us the checks were still being worked on when we were told (for months) the checks were already mailed. We called today 3/6/23 (2 weeks later) and we were once again told to call again in one week. And told by the rep that it takes 4-6 weeks for checks to be processed. As a small business we are extremely disappointed in not only the miscommunication about potential delays but the misinformation of being told week after week that the checks were mailed to us when in fact they werent. We have lost costumers, rescheduled many and facing financial consequences due to delays of this company. We are looking for a timely response and action. Thank you Rebate# ******* Rebate# ******* Rabate# ******* & 3 other rebates

  

  Business response

  03/15/2023

  Thank you for your inquiry. We apologize for the frustration you are experiencing regarding the information you need on rebate statuses. We have been undergoing scheduled system maintenance which has caused some delay in processing times.

  Here is an update on the most recent rebate applications submitted:

  2031549                APPROVED, not yet mailed       Submitted 10/28/22

  2031554               APPROVED, not yet mailed       Submitted 10/28/22

  2031559               APPROVED, not yet mailed       Submitted 10/28/22
  
  2031633               APPROVED, not yet mailed       Submitted 10/28/22

  2031634               APPROVED, not yet mailed       Submitted 10/28/22

  2031636               APPROVED, not yet mailed       Submitted 10/28/22

  2031637               APPROVED, not yet mailed       Submitted 10/28/22

  *******                APPROVED, awaiting fund allocation                Submitted 12/2/22

  All above but ******* should be mailing out to you within the next 2-4 weeks. The final check timeframe for ******* may be up to 4-8 weeks.

  Delayed for other reasons:

  *******                Non-compliant      Submitted 10/28/22  

  - This application needs additional paperwork:  Needs Eversource HES Job#; Needs Attic Hatch material cost

   - Supplemental documentation may be submitted via email to ************************************************* with "Supp Doc Ref#*******" in the Subject Line. You may also copy (cc) ****************************** if you choose.

  We hope this resolves your questions and needs. Please send the additional paperwork needed so that we may complete the rebate reviews. Thank you.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I replaced a broken HTP combi boiler with a brand new Bosch GreenStar +95. I applied online through ******* rebate for $1500 on Dec 30, 2022. I saw my status changed to Non-compliant on Jan 16,2023. I was told I needed to supply model numbers. I spent a photo of the invoice including model number and resubmitted on Jan 16,2023. Received email saying paperwork would be added to account in 2-4 days. I called again on Feb 3, 2023 due to status not being updated. I was given another email address to send the invoice so they could see the invoice. Seems first one was told is a drop box. I sent the same invoice on Feb 3,2023. It's now March 8,2023 still no status update. If you call customer service number it takes over an hour to even get through, no response to email. I just want my rebate you offered. I did my part, fulfill your part.

  

  Business response

  03/10/2023

  Thank you for your inquiry.

  We apologize for the frustration you've experienced in this process. Currently, we do have extremely high call volume, with wait times up to one and a half hours. We are working diligently to answer all customer needs.

  We also thank you for submitting your supporting documentation. We can confirm that we received the documentation, correlated it to your rebate reference number, and have added it to your rebate application file.

  Upon review of the additional documentation with your original submission, the rebate is now in compliance and approved. All holds have been removed and the rebate is pending for payment. Normally, the rebate review and finalization process can take anywhere from **** weeks to complete. We are working to mail the payment to you as soon as possible. Please allow us 2-4 weeks minimum to finalize this process.

  Thank you again, and please feel free to reach out to us with any further questions.

  Customer response

  03/13/2023

   
  Complaint: 19557278
  
  I am rejecting this response because: Your application clearly states 6-8 weeks processing, not **** weeks as you claim. This program is only available to ** residents but somehow you can't seem to fulfill your promise. My document ****** shows you promised a 2-4 days before document added to my account. I spoke to someone Feb 3rd she stated that it hadn't even been looked at. Now I've already waited called, emailed nothing has been done, sad this is the only way I can seem to get a straight answer. 
  
  Sincerely,
  
  *******************

  

  Business response

  03/15/2023

  We appreciate the feedback and understand your frustration with the timeframes presented. Rebate applications must go through a review process, quality assurance verification, and finalization before being able to print and mail an approved rebate check.

  Unfortunately, due to the application number being included on the supporting documents submitted rather than the rebate reference number, our team had to correlate the information to the correct rebate reference number before it could be reviewed with the original submission for completeness. This caused a delay.

  Your rebate was approved, as previously stated. The rebate check has mailed this week with *** tracking number 1Z833W670371357019.

  Thank you again. We hope this resolves the issue.

  Customer response

  03/15/2023

  [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 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

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  EFI manages **** Save rebate processing. Upon submission of a Mass Save rebate and all supporting documentation, I received confirmation that the submission was received and that, due to the quantity of submissions, the rebate would take **** weeks. but no further communication.Four weeks after submission of the rebate request, I happened to check the status of the submission and saw that it was showing as "non-compliant" which is defined as "Indicates that this product has an issue associated with the application that *** be resolvable." The issue is two-fold:1.) There is no way to determine how to resolve whatever issue EFI has with the submission and there is no way to contact the company other than a phone number that never connects to anyone, and an email that doesn't seem to be monitored. Additionally, the website does not provide a way for the customer to self-service the issue, or even figure out what the issue is, as it only provides a definition for "non-compliant." EFI does not contact the submittee when there is a negative change in status, or really any change in status at all.2.) As I am aware of two other individuals who have submitted and received rebates for the same equipment I had installed, it seems that EFI is not providing correct definitions for the issue with my application. However, since there is no indication as to what the issue is or how to resolve it, how does one even fix what is deemed wrong?

  

  Business response

  03/19/2023

  Thank you for your inquiry and feedback.

  We do appreciate the feedback on the Rebate Status Portal, and want to assure you that we continuously work to improve our processes and customer communication applications. The non-compliant status question is a project that we have already been discussing and are in the process of creating a way for additional information to be available to customers in your situation - thank you for affirming that this is a need!

  We do apologize for the frustration you have experienced in this process. Per your recent conversation with one of our chat representatives, please submit the additional documentation needed for your rebate to ************************************************* and please feel free to copy (cc) ****************************** to ensure our receipt of your supporting documents for Reference number *******. The documentation needed is a complete Whole Home Verification Form and a Certificate of Completion for recommended Weatherization (from the Home Energy Assessment process). Please make sure to include the rebate reference number in the subject line of your email along with "Supporting Docs".

  Please also be aware that we will need to review all rebate application information once submitted, and correlate the information with the other rebate you had previously submitted for a natural gas furnace, as Mass Save does only allow one heating system rebate per customer account. We will do our due diligence to research how we may best serve your rebate needs for your entire heating and cooling installation.

  We will be awaiting your additional documentation, and will contact you by mail or email with future updates regarding the rebate process. Thank you again.

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