MassSave.com Customer Service Issues

I previously used this company for an energy audit, and they advised me to add insulation in the attic. After contracting them for the work, they cut a hole in my roof without informing me, which led to a leak for several months. I had to file a claim with their insurance to fix the damage to my ceiling. Now, I am noticing water marks throughout my house from the attic on cold days, indicating improper insulation and ventilation, causing air leaks. I am extremely dissatisfied with the multiple issues and poor communication from this company. I have been struggling to get answers and proper service, and someone should be held accountable for the subpar work and resulting damage to my home. I plan to contact the BBB to lodge a formal complaint against them.

I recently underwent an energy evaluation and intended to buy insulation, but have encountered an issue. Vermiculite was discovered near the bathroom vent in the attic. Asbestos testing was done, and it came back negative. A separate test through the zonolite trust confirmed it's not zonolite vermiculite. A removal company assessed the situation and found vermiculite only around the bathroom vent. NEEECO informed me that according to MASSSAVE policy, insulation cannot be installed until the vermiculite is removed by a certified company, costing $2,[redacted]. Considering the negative asbestos tests, I wonder about a waiver process for this case. Thank you, N. Z.

On October 5, [redacted], my household applied for a rebate of $5,[redacted].66 through Mass Save based on our HEAT Loan Authorization Form. We hired Pespisa Company to replace an old oil tank and boiler with Mitsubishi mini splits from September 10-12. It has been 7 weeks, and we are still waiting for the rebate. We believe our situation is not unique as we upgraded our heating system from an outdated one dating back to the 1950s, with no service since [redacted]. Despite reaching out to the Mass Save Rebate team multiple times, we have not received a clear solution and are only asked to wait. Our financial commitments, including a mortgage, car loan, utility bills, contractor fees, and a Mass Save loan, are becoming overwhelming. If we knew the challenges this process would bring, we would have reconsidered choosing Mass Save. How can I expedite the rebate process and ensure we receive the promised rebate as per the HEAT Authorization Form?

We recently had our house insulated, and during the inspection, we mentioned to the inspector that our basement light had gone out. She assured us that the issue would be addressed by the insulation company, but we have not heard back, despite sending two emails to Emily Romano at [redacted] We have also reached out to Corey, who provided us with Emily's email, [redacted] We are seeking assistance in arranging for an electrician to fix our light or reimbursement for us to have it fixed. We hope this information is detailed enough for you to assist us. Thank you for your time.

The way the insulation was incorrectly installed in our house walls has led to numerous cedar shingles falling off, creating exposed gaps vulnerable to the weather. The remaining shingles do not effectively seal water out since the replaced stubs were not full shingles but only tacked back on. This issue worsens in winter, as leaking water freezes and pushes off the splitting stubs, which then appear on the ground in spring. Jacob S. from HomeWorks, who conducted an energy audit today, advised that all shingles should be removed and replaced. We are worried about the moisture in the wall insulation and the potential for black mold to become a problem. We have many photographs available to illustrate this issue.

I need to urgently contact Holly S. to inquire about the delay in certifying the contractor I chose for my project with Mass Save HVAC. I have been trying to complete this since July, but as September approaches, my contractor, Mike V., has yet to receive certification to work in Massachusetts. I am concerned about the project progressing as we are entering Fall. Can you expedite the certification process for my contractor? He submitted all required documents but has not received any updates since 8/29/22. Please have someone reach out to me at [redacted] to provide an update. I am eager to move forward with this project and avoid another winter of expensive oil payments. Your prompt assistance is greatly appreciated.