Energy Federation

I applied for a MassSave Rebate in March. It sat for weeks in a pending state, though they never contacted me to tell me what else was needed.

First, the invoice wasn't to their liking, so I had to have the contractor rewrite it. The status sat for several more weeks in a pending state. They still never contacted me to tell me what else was needed. Then I needed an inspection which I don't understand since it was installed by an approved contractor, but still, on June 20th, the inspection was completed, which was just a picture of the brand and model sticker on the units. Information that has been provided on the application and on the invoice.

The status is still "In Progress" and is being reviewed two months later. I have inquired every week since, and no one will tell me what is being reviewed.

On July 25th, an admin from Eversoure emailed me stating she checked on the rebate and I would receive it in the next 2-3 weeks at the latest. That was five weeks ago. Still no rebate. Still no assistance.

I purchased two wifi thermostats and then determined they would not work for me. I sent multiple emails immediately cancelling the order. Also called many times the listed phone number. It would be answered and immediately hung up on me. Dishonest. Never responded to my request. Now I am stuck with something I cannot use.

I bought a box of Newleaf Lightbulbs # NLD9WA1927DLED in Jan '19. One of them burned out in Oct '19. 3 yr warranty, but no CONTACT to initiate it!
I bought a box of 4 Newleaf Lightbulbs # NLD9WA1927DLED in Jan '19. One of them burned out in Oct '19. It has "3 yr warranty" printed on the box, but there is no CONTACT information to initiate the warranty. I have been searching every possible avenue I could think of to get a replacement bulb. I even made a trip back to home depot where I purchased them, and they said that since it had been more than 90 days, they couldn't do anything about it. On the box, the only contact that is given is www.efi.org, and there is no warranty information at that website. It is Energy Star certified, and from my understanding, they have to provide the warranty to qualify for that, but if it is a fake warranty, then they should be stripped of that distinction. One reason that I bought these was that they had the backing and reputation of Energy Star.

MassSave rebate has not been processed well beyond their promised timeline.
I submitted a rebate through the MassSave program nearly 9 weeks ago. I received a portion of my owed rebate several weeks ago, but the $4,000 Heat pump rebate has yet to be processed, well exceeding their 4-6 week timeline. In addition, the company requested additional information that the MassSave program does not require anywhere in writing on their website. They then use that as an excuse to delay the processing of the rebate. EFI also made a request for information that was already provided in my initial rebate submission. The stall tactics to delay payment are unacceptable and deceptive.

I submitted paperwork for a maassave rebate, was told by e-mail that the verification was complete and I would receive my rebate in 2 to 5 weeks.After 6 weeks no rebate. I called EFI and someone hung up on me.I called back and the person I spoke to said that a gift card for the $1200.00 rebate was mailed on July 10th. He told me to call the card processing company which I did and they had no record of my info at all. they told me to call EFI back and get a proxy number to give to the card company. I called EFI again and the person put me on hold for about 3 or 4 minutes. He came back on the line and told me my info was never sent to the card company to begin with. then he said it would be another 2-4 weeks to get the rebate. So which story is it? 3 calls to EFI with 1 hangup and 2 different stories.

Four months after boiler replacement, still no promised rebate.
Had our boiler replaced on 11/28/2018 under the Mass Save early replacement program. Exactly three weeks later we sent in all the requested paperwork showing model name, model number, price, date of installation, contractor number and contractor name. Called EFI immediately after sending and was told all paperwork was in and it should be about 4-6 weeks until check was mailed. Since then, either my husband or I have called every week, only to be told at first that they cannot find paperwork, then after being put on hold, we are told that we are all set and to expect check soon. Check never arrived. In February, after months of calls and incredible frustration, we were told the rebate check had been "green ticketed" whatever that means, and we would have it by mid-March. It never arrived. My husband called this morning and was told they don't have the paperwork. I am truly beginning to believe this is a total scam and we were duped into paying a lot of money with the belief that we would get a rebate.

Purchased 2 Nest thermostats on 10/5/18, they charged our credit card but we never received the items.
On October 5, 2018 my husband purchased 2 Nest thermostats from Energy Federation, Inc. through UGI utilities. The company charged our credit card $103.88 on October 5, 2018. As of November 26, 2018 we still had not received the items. I called Energy Federation on November 26, 2018 and spoke with ***. She stated that the items were returned to them on October 23, 2018 by the post office even though she confirmed our address and the address we provided was the address on our UGI bill. *** claimed that Energy Federation email my husband on November 7, 2018 advising of the issue with delivering the items. My husband never received an email. Even though Energy Federation received the returned items, they never credited our credit card account and therefore kept money for items that we never received. I told *** that I wanted her to send out 2 Nests immediately, provide me with a tracking number and issue a refund for the difference between what we were charged and the new price for the items. She was not able to guarantee that my request was going to be fulfilled. I called later that day and asked to speak to a supervisor. I spoke with *** and again I reiterated what resolution I expected. I wanted 2 Nest thermostats sent out immediately, a refund for the difference and I also requested to have the November 7, 2018 email they sent to my husband sent to him again. As of today, November 30, 2018 we have not received any email with any tracking number or confirmation of a credit to our credit card.

They have failed to provide $2500 rebate in conjunction with the Mass Save program
This company is in charge of distributing rebates from the Mass Save program. I installed a cooling system in my home that qualified me for $3100 in rebates. The system was installed June 2018. Mass Save sent a $600 check with the $2500 balance to be sent by EFI. Come to find out I was selected for a random inspection of the system. This was done on 9/17/2018 and the results forwarded to EFI for confirmation. On 11/7/2018 they claimed they did not receive inspection. Inspection company stated they sent it but they are willing to resubmit it. On 11/9/2018 EFI claims they did not get second inspection. I then requested a supervisor and got ***. *** apologized and said he would waive the inspection requirement. I felt that unnecessary since they received it twice but whatever it takes to get my rebate. *** said he would try and get the check today and call me back with tracking number. He asked that I at least give him a few days (we agreed on 11/14/2018) to get it done. It did not get done. On 11/19/2018 I called to find out status. *** did not take my call. On an earlier phone call he said everyone was aware of my situation and the other two managers, Adam and Omar, could help if he was not available. Numerous calls to the company and put on hold each time. They asked for my name so they could contact a manager. Each time they got back on phone and each time the managers were "on break." Unacceptable to have no rebate, no help and no return calls over 4 months after qualifying for rebate. This is either a case of incompetence or malfeasance, they can pick.

Applied for a rebate when purchasing a water heater from *** for $200.00 in July of 2018. Have not heard from them aftersubmitting infomation.
Applied for a rebate when purchasing a water heater from *** for $200.00 in July of 2018. Have not heard from them aftersubmitting infomation. Return requested information to them 3 times and after 3rd time in late Aug. have not heard anything only that they have received the information that was requested.

MassSave not providing a rebate form to apply for a Oil Fired Boiler Early Replacement. Constant calls to receive a Rebate of $1700.00. Despite contact with the organization and promise to provide the necessary form (not honored) and/or resolve HomeWorks sending the improperly completed form for rebate submission.

Rebate processing way beyond the advertised timeframe
Rebate # XXXXXXX

On May 21, 2018, I mailed documentation to support a $125 wireless thermostat rebate, offered by National Grid. Energy Federation Inc is handling this for NG.

On June 20, 2018, a representative called to inform me that my rebate was being delayed, as I was "randomly selected" to have an auditor from their affiliate CLEAResult visit my home to verify the thermostat installation. He also advised that my rebate approval would be released "immediately" after that was completed.

On July 14, 2018, the auditor visited my home, verified the installation of the new thermostat, and said that my rebate would be processed very soon.

On July 27, 2018, and August 24, 2018, I contacted Energy Fed by phone to inquire as to rebate status. Each time I was advised that the audit results had not been forwarded to them from CLEAResult.

On the August 24th call, customer service reps from both companies and I jointly spoke, at which time both reps agreed that the audit had passed, and would be immediately elevated to the next stage.

On September 6, 2018, I inquired by phone again as to the status. Energy Fed informed me that the audit results were still not received, and it would be another 4-5 weeks before I would receive the rebate.

I asked to speak with the supervisor. "Almone" (phonetic spelling) advised that he waived the paperwork and would process the rebate.
He was professional and polite, as was the case with the other customer service reps with whom I had spoken throughout this wild goose chase.

But given that none of my previous inquiries resulted in any action, I feel compelled to elevate the issue to the Revdex.com. I purchased this product specifically because of the rebate, to help bring down its cost. I should not have to take the time to track this down for months on end.

This rebate processing is currently sitting at the 14-week mark, which is far beyond the 4-8 advertised processing timeframe. Throughout my own career, if I received repeated complaints about the same problem from the same individual, I wouldn't rely on an evidently broken system to fix itself. I would personally see it through to completion.

Incredibly bad handling of rebate processing, complete lack of communication, and near total incompetence.
I've been struggling for the past 6 months to get 2 energy rebates fulfilled, one for a water heater and the other for a mini split heating system. I've had to call a dozen times during that period, only to repeat the same thing again and again: both products met the requirements listed on the application, and that they should be approved without further delay.

I did finally got the water heater rebate approved (after about 4 months), and now I'm waiting on the mini split rebate. Apparently an "exception" had to be made and EFI is waiting to hear from the utility (?). Seems to be related to the Energy Star rating, which is very easy to verify, I've done it myself many times.

However, the real problem is the way this whole process has been handled. I have never once, not a single time, been contacted by phone or by mail, letting me know my rebates were rejected, were being reviewed, etc. I've left numerous voicemail messages for someone I won't name (yet), been told I would be called back, but never was. I wait about 2 weeks each time, before calling back on my own.

I should not have to spend my time doing this, and wait any longer to get the rebate approved and check mailed to me. My rebate application is 100% valid, both products meet all the criteria listed, and all the required information was provided at the time I submitted it.

If this 2nd rebate doesn't go through, I'm considering taking legal action.

They told me I was eligible for a rebate on my water heater and I have not received it.
My partner and I purchased an energy efficient water heater and had it installed on March 5, 2018. I sent to EFI all the required documentation to receive a $100 rebate ( one document had to be submitted in May because it was delayed from the plumber). I contacted EFI multiple times since then and each time was told that my application was in process. I finally spoke with a supervisor in the office two weeks ago on July 30, 2018. He said he would look into it and then left me a message stating that the application for the rebate had been approved and the check would be sent that Friday or the following Monday (August 6, 2018). No check has been received and I have had no further communication with them. It seems they are hoping I will forget about it.

Waiting over three months for rebate that was promised within 4-6 weeks. No clarity on status from phone line, multiple emails ignored.
On 4/24/2018, I submitted a rebate to the Mass Save program for a wireless thermostat and received an email confirmation saying "If your submission qualifies, we will mail the appropriate rebate in approximately 4-6 weeks of our receipt of the supporting materials." On 5/18/2018, as permitted by the program, I submitted a rebate for another thermostat - the identical item, a Honeywell Lyric T5, which qualifies for the rebate as outlined on the Mass Save website.

After several calls clarifying supporting documentation (because I was not contacted to be notified that one of the rebates was not accepted), I was told that both rebates were all set to be processed. Over the course of the next couple months, I called the phone line and on 7/6 emailed the inquiry address provided by the phone rep to include extra documentation. That email went unanswered, so I sent another email on 7/16, which was also ignored. I called several more times to both check on the rebate status and verify that the email address was correct. They confirmed, and I received an automated return email but no actual resolution regarding the rebates.

I have probably called close to 9-10 times in an attempt to get an answer on when I will receive the promised rebates, most recently on 7/30. Every time, they have been professional and kind, but have not been able to tell me when the rebate will be delivered. I was recently told that both were "approved and sent to financing" and that they will be "sent out soon." However, I had also been told that processing would happen soon when I called months before that. It has now been over three months since the first rebate submission. I am filing this complaint because all inquiries over email have been ignored and calling the business directly has not resulted in any form of resolution for the advertised delivery window of 4-6 weeks from approval of the submission.

Requested RMA for faulty product. EFI have not responded to two emailed requests, and their published telephone number isn't being answered.
I ordered a Nest thermostat on May 29, 2018 (Order #XXXXXXXXX). It was delivered on June 6. The item is faulty and does not work as it should. I requested an RMA via email, per their published returns process, on June 17. I received no response from EFI. I followed up on June 24. Still no response. I called the XXX-XXX-XXXX number today and the line goes dead after the initial announcement.

I'd like a refund.

Rebate was not received after over 8 months.
On October 28, 2017 I applied for two rebates for two dwelling units for installation of two gas hot water heaters. The rebates were for $800 each. I filled out all paperwork and submitted them by mail, keeping a photocopy. It said on the paperwork to allow 6 to 8 weeks for rebate to arrive.

After 9 weeks, on Jan 4, 2018, I called to see why I had not received my rebates. The rep on the phone said they never received the applications. They said I should email them copies, which I did that day.

9 weeks later, on March 14, 2018, I got one rebate for $800. I called again because I had not received one ofthe rebates. First they could only find one rebate application. Then finally they found two. They said the second would be processed by the end of March. No rebate came, and April 4, 2018 I called again. I have called every few weeks and have been told each time it would be processed and sent out in a week. Several times I have talked to supervisors, *** and *** who said they would call me back with updates, but never did. Everyone has been pleasant and polite, but there has been no follow through. Waiting almost 8 months is not acceptable. The rebates were the reason I made the changes to the units and I cannot understand why this cannot have been handled in a timely fashion.

Waiting over six months for a $1,500 furnace conversion rebate from EFI Rebate Processing Center.
I am writing this on behalf of my 84 year old mother. She replaced her old oil furnace with a new gas one and was told she was eligible for a $1,500 conversion rebate through *** / EFI Rebate Processing Center. Correct rebate form and all required paper work were submitted. She received a $300 check dated 3/7/18. I called the rebate center on her behalf and they said they didn't know it was a conversion. I emailed the invoice again on 3/26/18 clearly stating it was a conversion and referred them to the rebate application clearly filled out for $1,500 conversion rebate. They said it was their error, and the remaining $1,200 would be processed immediately. Between 3/26/18 and today, 5/25/18, I have called the rebate center at least five times. Each time I get a different excuse - it's being processed, it's delayed, it's being escalated, it's approved, etc...Today I spoke with a manager named ***. He stated they now need *** approval to issue the remaining $1,200. Wouldn't they have known this months ago and already handled it? This sounds like another fabricated excuse to deny a senior citizen her full rebate, hoping they will give up. *** also promised me the issue would be resolved today, and that he would call me back. Unfortunately, based on being told this exact same thing many times before, I have no expectation of resolution without this type of escalation to the Revdex.com.

This company processes rebates for NYSEG. I am owed $1000. I filed for the rebate in October and still do not have a check.
I call every few weeks to check the status of my $1000 rebate through NYSEG that this company is processing. Every time I call, there is some other little detail that they say they need. Some email or documentation. I do what they ask immediately. And then I never hear and never receive a check. So I call again. And it something different that they say they need. Now they say it is approved and waiting on a check to be cut. They never call to tell you they are missing anything. They never respond to emails. I feel like they are hoping you just eventually forgot that you are owed money.

I had applied for several rebates offered by the Mass Save Rebate program dating back to 1/18/18. I had submitted rebates for a washer, dryer, thermostat, and high-efficiency water heater. I referred to the paperwork that stated I would receive my rebate within 4-6 weeks from the date they received my submission. The washer rebate for the amount of $350 was submitted on 1/1818. The high-efficiency boiler rebate was submitted on 2/2/18. I initially contacted Mass Save on 3/9/18 and was asked to re-submit the washer rebate because the 2017 form was given to me, but I ultimately purchased the washer in 2018. I waited a few more weeks and contacted Mass Save again on 3/26/18 because I had not received my rebates nor any correspondence regarding any problems with the submissions. On this date I was told the dryer and thermostat were both approved for payment and it was a matter of waiting for the checks to come in the mail. I was also advised the high-efficiency boiler rebate was approved, even though they still had not received the inspection report from Rise Engineering. However, I was advised the washer would need to be re-submitted with the correct form that I would need to obtain from Rise Engineering, the company that conducted my home assessment. I then called Rise Engineering to obtain this form and was told by them it does not matter what year the form says and they would contact Mass Save to advise them of this. On 4/4/18 I contacted Mass Save program again and was told the paperwork from Rise Engineering had been received for the boiler and the check would be sent soon. I was also advised the washer rebate had been accepted and again I would just need to wait for it to come in the mail. I called again on 4/1718 and at that time I was told that the boiler rebate had only been approved on 3/26/18, and I would need to wait 4-6 weeks from that date. I again called on 5/3/18 and was told by *** "The checks are sent out in batches and I would get my money."
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Mass Save Rebate taking 6+ months
Initial rebate submission was in November 2017 and received email acknowledgement indicating I will be notified if additional information is needed. I called after 6wks of no update, and was told additional info was needed. I supplied additional information and was told I would be notified if further info was needed. after another 3 wks I called and was told additional information as needed, which I supplied. again after 2 wks I called and was informed that they every everything but review process will take 3-4wks and once that is cleared the claim will be sent to Finance dept to cut check which can take another 3-5 wks. This amount of time to receive refund is seems excessive & unacceptable.