ComplaintsforGreenSavers

• Initial Complaint

  03/10/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I pay a monthly subscription to GreenSavers for Home Performance Plan (HPP) at a cost of $23.11/month since March 2021 for a total of $831.96 since enrollment. GreenSavers guarantees two maintenance appointments each year. In the two years of paying for this service they have only completed one maintenance appointment out of the four maintenance appointments guaranteed for the timeframe.Despite multiple attempts via phone and email, I have yet to receive a response to my request for a refund for service not rendered.

  Business response

  03/21/2023

  Hello ****, 

   

  We are very sorry that our service didn't meet expectations and we take responsibility for that.  We transitioned some systems and a few clients information was lost in our maintenance program, including yours.  I appreciate that you reached out to rectify the situation and I see that on 3/17/23 we sent you the email attached above offering the refund and scheduling your maintenance.  After talking with you on the phone, we will wait to hear from you about the dates and get your refund sent out to you.

   

  ****

  Customer response

  03/22/2023

   
  Better Business Bureau:

  Yesterday, I had a conversation with a representative from GreenSavers via telephone, and was informed that recent modifications to their scheduling procedures resulted in a temporary interruption in their service. We agreed to a one-year refund of missed services and have scheduled a service date at the end of the month. I just emailed GreenSavers today acknowledging the interruption, confirming a refund of one-year of payments, and look forward to resuming services starting this month. This resolution is satisfactory and once the company confirms details with the BBB Great West + Pacific, the issue can be resolved. Thank you for your assistance.

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

• Initial Complaint

  02/06/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We paid a 50% deposit ($11,904) for a solar panel project on June 1, 2022. Communication since then has been almost nonexistent. Because of the delays, we have lost out on federal incentives that were part of the plan. We made repeated requests for updates and especially an overview of the incentive situation and got only minimal information back. On 9/19 we asked a question and heard nothing. On 12/8 we asked for an update and heard nothing. On 1/25 we got an update on another issue from a subcontractor. We have not heard anything from GreenSavers since September.Last week we asked again for information on the status of the work and have heard nothing.We would like to cancel the contract and get our money back.

  Business response

  08/05/2024

  We are deeply sorry that your project did not meet your expectations and that you had a frustrating experience with our communication.  We missed our **** by a wide margin.  
  
  We understand how important timely updates and clear communication are, and we sincerely apologize for the lack of information you received throughout the permit process. Your project went through unusual and extended delays that we were unsuccessful at fast-tracking, and we regret that it led to a loss of incentives along with the added stress for you.

  In the end, we did get the whole permitting process over the goal line, but we recognize it was too late.  The frustration and fatigue with the process was too much, and it was understandable but tragic that we canceled a project that was ready to be installed.  We did refund the full deposit, minus the engineering fee incurred for the project.
  

  We genuinely regret that we were unable to deliver a satisfactory outcome and are sorry for any inconvenience this situation caused.  We have already used lessons learned from this experience to improve our communication and project management moving forward.
  

  If there is anything further we could do to address this situation, please feel free to reach out directly.
  Sincerely,
  *********************
  Senior Director of Development
  

  Customer response

  08/06/2024

   
  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.
  
  Sincerely,
  
  ***************************

*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. ↩