Energy Federation

Rebate processing time far exceeding published processing times. Multiple contacts to agency indicated no paperwork problems.
I received a letter dated 22-February-2018 indicating my invoice did not include the complete model number and that EFI could not locate the AHRI certificate for my model. I am sending a letter today, 11-March-2018 with the AHRI certificate for the model number included on my original application as I downloaded the certificate as soon as my boiler was installed and had no problems locating it.

This complaint is for the lack of transparency and the appalling processing time (far exceeding the advertised timeframe) for my rebate.

I have had the following contacts with EFI and not one person had previously indicated my paperwork was incorrect.

27-December-2017 - Called EFI and spoke with *** who indicated the paperwork was fine and that it was in the final stages. EFI had received my application 1-November-2017. Berlin indicated I would receive the rebate within two weeks.
18-January-2018 - Called EFI and spoke with *** who indicated the paperwork was awaiting account verification. Sean indicated he would add the application to the "escalation list" and that the payment would be received in a couple more weeks.
8-Feburary-2018 - Called EFI and spoke with *** who indicated the paperwork is fine but the account verification is backed-up. *** would not provide an estimated turnaround time, so I asked for a supervisor.
o Adam indicated that the process was unfortunately very delayed for my rebate request. He would lean on the processor to get my account verified and hoped the check would go out with the following week's batch of rebates.

Following the conversation with *** I received the letter as discussed in the first paragraph of this complaint. I will return the invoice (again) and the AHRI certificate as requested via mail.

I am handling this for my mother *** who had a new water boiler put into her home last fall.New York State Electric and Gas has a rebate program that if she purchase a new boiler she would be eligible for a $1000.00 rebate. Rebate paperwork was made out and mailed by me for her on 10/25/2017. It states on their application it will take 4 to 6 weeks for the check to be mailed and if the application is selected for verification rebate processing may take additional time. We are way past 4 to 6 weeks and I have spoken with them more than once regarding this matter. I called and spoke with someone named *** on 1/12/2018 and was told 2 more weeks.Johnny told me that it may speed up the process if we emailed a copy of her electric bill which I did on 1/12/2018. I gave them the benefit of the doubt and we waited until 2/12/2018 and was given an approval #XXXXXX spoke with *** she told me the check was being mailed on February 21st,2018. It is now 3/6/2018 I called them back and was told by *** it has been approved but I shouldn't have been told that it was being mailed. It STILL hasn't been mailed and she said it would be at least another 2 weeks but would not or could not give me a definite answer. Very frustrated. My mother is 90 years old. No one should ever be treated this way.

Failure to pay advertised rebate. I submitted on 11/05/17 and claim to take 4-6 weeks to pay it is now 13 weeks.
Rebate # XXXXXXX submitted on 11/05/2017 is what needs to be paid out. I have called several times and keep getting the run around. I am owed $70 for the submitted rebate. They keep claiming to pay but whenever I check they give me a differently story. Just pay the $70 so I can stop being lied to by the customer service reps on the phone.

failure to provide an insulation rebate.
I had insulation installed in our house. I am due a rebate. I submitted paperwork twice. they've said they lost the paperwork, then they said they sent the check, after I didnt get it they again said the paperwork was lost. I submitted the information electronically; they didnt send a check.another person told me the paperwork wasnt received even after I received email confirmation that they had my submission. still no check was sent. another person said that "we dont give insulation rebates". another said it was going to take another 6 to 8 weeks before a check was sent. that guy wouldnt let me talk to his boss and stated he didnt even have a boss because he was a supervisor. he refused to give his last name and couldnt even provide the name of a person who signs his checks because he said he didnt know who that person was. another person called me and said she'd see that the problem was resolved and that she would call me back. she didnt. today I called and asked for her. I was transferred and then the phone was disconected. I called back and left her a message. she didnt call. is this a collosal scam? the people I spoke with said thier names are "Laurajean" and "Omar". I sent email to three others and none have replied.

I applied for a $500 rebate for an indirect water heater on September 20. I still have not received my rebate.
On September 20, 2017, I submitted two rebate requests:
1) $1700 for an Early Replacement Oil Forced Hot Water Boiler, and
2) $500 for an Indirect Water Heater

These rebate requests were submitted via the Mass Save online portal to Energy Federation Inc.("EFI")who act as agents
for Mass Save.

The two rebate requests were submitted as two line items on a single rebate form.
They were assigned the same rebate number (number available on request).

On October 11, the $1700 rebate for the boiler was paid, but not the $500 for the water heater.
I called EFI on October 12, and was told that the water heater rebate would take a little longer,
but that no additional information was required. I was also told that the rebate number for the water heater had been
changed to a new rebate number (available on request).

I called again on November 6, 2017, and was told that the rebate was still "under review," but that no additional
information was required. "Kyle" suggested I call back at the end of the week to check.

I next called on November 14, and spoke to Kyle again. This time, he said they needed additional information,
despite the fact that complete information had previously been provided.
Once again, I submitted the make and model number of the water heater, a URL for the water heater's web site, and
a photograph of the water heater's label, including serial number. I also provided another copy of my receipt for the water heater.

On November 27, 2017 I called again. I was told that the rebate was still under review.
I was also told the rebate had yet another new number, available on request.
I asked to speak to a supervisor, but was told none was available.
"Scott" took down my phone number, but no supervisor ever called.

Today, December 9, 2017, I still have not received my rebate - nearly three months after submitting my rebate request.

This is to register a formal complaint with you, the Attorney General, *** of the Commonwealth of Massachusetts, and the Massachusetts Revdex.com. It appears you are operating a scam. Your dishonesty and incompetence is so obvious it is appalling. Below is an accounting of what has taken place regarding the above referenced property. Believe me I keep very accurate records.

August 2, 2017 ? new furnace and A/C unit were installed at the above referenced property by Beantown AC of Plymouth, MA

August 4, 2017 ? I received an invoice from Beantown clearly identifying the units installed with their model numbers.

August 5, 2017 ? I paid the invoice to Beantown

August 6, 2017 ? I sent to Beantown copies of my Gas & Electric bills for that property as they indicated they needed these in order to proceed with getting the rebate for me for the new furnace and A/C

October 2, 2017 ? you mailed to me two letters as follows referencing #XXXXXXX:
a) One letter requested a complete invoice for the A/C unit and stated the previously provided invoice was missing the model number.
b) Second letter included a 'Third Party Energy Efficiency Rebate Payment Designation? which I was to complete

October 7, 2017 ? I received those two letters

October 9, 2017 ? I called Mass Save and spoke with Terri Ann. They had trouble finding the file. They had an incorrect name on the file. Terri Ann indicated she did not have the model number for the A/C unit. I found my copy of the invoice and the numbers were clearly indicated on that invoice. I read the info off to her and she entered it into the system. When we spoke about the 'third party letter? she said that was sent in error and to disregard it.

October 9, 2017 ? I also contacted Beantown AC and informed them what I had done and the calls I had made

October 16, 2017 ? you mailed to me a letter referencing #XXXXXXX:
This letter indicated that I was deemed '?ineligible for a rebate during the Home Energy Assessment'.

October 19, 2017 ? I called the number given on the letter and was informed I must have an energy audit to qualify for the rebate on the furnace. At this point I exploded! I had had an energy audit done by MassSave on another property and the individuals who did the audit were incompetent and the 'electricians? who installed the new thermostats came close to burning my house down. I had to hire my own electrician to correct the error they made. (For info on that there is another whole file.) I told them I would never allow MassSave energy audit people in any of my properties ever again.

October 19, 2017 ? contacted Beantown and informed them of what had happened. They said they would contact Mass Save to get this straightened out.

Late October or Early November ? I saw on one of the local TV stations a segment about the problems people were having with getting rebates from Mass Save

November 6, 2017 ? You sent a letter to me referencing #XXXXXXX:
This letter indicated that you needed the following information:
a) Copy of the A/C certificate that includes model numbers for the condenser unit and evaporator coil
b) Complete invoice for your central A/C installed as the 'condenser model? number was missing
c) Note that the numbers for the AHRI reference number and the provided proof of purchase must match exactly.

As all of this was clearly provided by to MassSave by Beantown more than once it is obvious this is a scam. The delaying tactics are clearly intended to make the homeowner get tired and go away. Well I am not going away. This is the second time that Mass Save has tried to rip me off. At least this time my home was not put in jeopardy. However, this has got to stop. I was promised a rebate. Your company is scamming the public and as you will see from the bottom this letter I am sending this information to the following people:
1. Attorney General, Maura Healey, of the Commonwealth of Massachusetts
2. Revdex.com of Massachusetts
3. Beantown AC
4. My attorney *** Esq.
5. WBZ TV

I expect to hear from you promptly with my rebates as follows:
1. Lennox Elite Series Furnace
Model # *** 96% AFUE, 66K BTU rebate $1,000.00
2. Lennox Elite Series A/C
Model #EL16XCI-XXX-XXX, 2.5 TON, 16 SEER, 13 EER, r410A rebate $ 750.00
TOTAL rebates due me $1,750.00

Any further delays in processing this will be referred to my attorney and any legal fees incurred by me will be charged to you.

Sincerely,

***

Cc: Attorney General, *** Commonwealth of Massachusetts
Massachusetts Revdex.com
Beantown AC, Plymouth MA
WBZ ? TV: ***@cbs.com
Attorney: *** and ***
Product_Or_Service: New furnace and AC

I sent in for $25 mail in rebate for dehumidifier on 5/28/17 and to this date 10/27/17 I have not received my refund. I sent in all documentation.
On 5/28/17 I submitted a $25 mail in rebate for a dehumidifier and have not received my check yet. In June I received a letter dated 6/15/17 with reference #XXXXXXX saying my address was not correct.? I called on 6/29/17 spoke to kloe who said that for some reason they scanned half of form and needed me to send in receipt again which I did showing full purchase receipt and copy of their letter showing address was correct. Called again 8/10/17 spoke to terry Ann was told in system on 7/7/17 yet no check. On 10/4/17 spoke to Christine who gave me her extension #4421 said they had system update and was forwarding it to her mgr.adam and to call back. On 10/26/17 still no check called Christine and left voicemail stating no check. I didn't receive a return call so I called again 10/27/17 spoke to terry Ann again and she was going to leave mgr Adam a message and she wasn't sure why I haven't received my refund since everything was good and in system. I have been waiting for months on check for $25 that is costing me more of my time. I would like to find out why I haven't received this refund. My husband and I are very upset that PSEG is giving me the run around. Your attention to this matter is greatly appreciated. Thank you.

I bought a new washer and was to get a 50.00 dollar rebate. I have been trying to get this rebate since July 8, 2017 I have faxed all the required documentation, submitted it on the website for the rebate program and I keep getting told that they need proof that it is paid off. The balance is zero on the receipt so I think that is proof that it is paid for.
Product_Or_Service: July X XXXX

I applied for the MassSave/EFI vermiculite removal rebate program (expanded heat loan) but have not received my rebate in the mail for over 44 days.
I sent in my MassSave approval form and proof of payment to EFI on *** Sent email to confirm EFI received my application and they confirmed receipt. After 1m., EFI contacted me asking for contractor invoice and I sent that on the same day. Since then, I've received no word on my application and it's been over 44 days. EFI said the approval process takes 6-8 weeks. I call every week and they tell me to call again the following week. My claim # is XXXXXX

Returned *** Thermostat via *** on *** 20*7. It is now *** and EFI claims to not have received the shipment and refuses to refund me.
I purchased a *** Thermostat from this company. The new address for the company is Energy Federation, Inc. *** XXXXX. *** XXXXX does not exist at *** had to manually override the address, *** was advised to do so by Energy Federation, Inc.'s customer service over my cell phone while at *** The *** for *** is XXXXX, but XXXXX is for *** Going by the advice of the customer service representative at Energy Federation, Inc., we manually overrode the address for *** XXXXX. This was on *** 20*7 when I sent the package via *** with shipping I had to pay for. It is now *** 20*7 and Energy Federation, Inc. claims to still not have received my package and refuses to issue my refund of *** I have since purchased a new *** thermostat from Energy Federation, Inc. at the price of *** which is why I returned the *** thermostat to receive a discounted rate. The new *** thermostat that I now have to return as well is faulty and will not work. I have received an RMA form to return the second *** Thermostat and prepaid shipping label, but if I ship this thermostat as well, I will be out a total of *** because the company does not have a correct, active, working return address. On top of this, the prepaid shipping label sent to me is for a return address of *** XXXXX-XXXX, which is clearly not the same return address of *** XXXXX that I was advised to send the last thermostat in which they still have not received. Please help me receive my refund of *** and guarantee my new refund in the amount of *** In addition to these complaints, I also purchased an energy efficient shower head from Energy Federation, Inc. of which became faulty and unable to use within a week of receiving and installing. Thank you for your help.