Neeeco Reviews (%countItem)
Neeeco Rating
Address: 10 Upton Dr Ste 8, Wilmington, Massachusetts, United States, 01887-4401
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Update:
After finding multiple nails in my driveway, a nail in my tire, and some insulation debris left behind, I was upset. Of course, I left a negative review about the situation. Michele B, the General Manager, immediately responded to my review. I called the cell number Michele provided on a Sunday (she actually picked up!) and I immediately knew she wanted to help in any way she could. She offered to pay for any repairs done to my vehicle. Turns out the nail didn't penetrate all the way through my tire and my tire Fitting kit needed to be replaced. So this loss of tire pressure had nothing to do with the nail in my tire. I reached out to update Michele and even though my tire pressure loss was not caused by the nail, she still is going to help for the inconvenience. This company has certainly made the right choice in filling their General Manager position with Michele B. Thank you for making things right.
Thank you for allowing us to make this right for you. Please let me know if we may be of assistance in the future. I'd love to show you how we learn and get better from our mistakes.
On July 23rd 2019 NEEECO came into my home at my request to perform a Home Energy Assessment thru the *** Program After a 3hr assessment I signed a contract for insulation work and NEEECO took a $200 deposit for the work. Ultimately the work was scheduled for Aug 12th 2019. On Aug 7th 2019 I received a voice mail from NEEECO informing me they had cancelled the job as they can no longer provide service in a condo complex. I spoke with a representative from NEECO at approx. 4pm on Aug 7th 2019 to voice my displeasure of this decision, and that I had signed a contract for the work. July 23rd. The representative told me they were refunding my money, but they couldn't service condos. He stated they made a mistake and he was sorry for it. I explained that wasn't good enough, and why had it taken them from July 23rd until August 7th to realize their mistake. They need to make good on their contract and perform the work.
At Neeeco, we are a contractor under the *** program. While we would love to offer no-cost energy assessments to everyone, these services are paid to us by the utilities that sponsor the *** program (*** in this case). They dictate the rules and who we are allowed to service. We performed a no-cost home energy assessment and she did receive an inspection and recommendations for insulation improvements in the home. This was a value of $216.68 which we unfortunately will not get paid for by *** because this customer lives in a condo, which we were unaware of at the time of booking the no-cost assessment. However, our advisor who went to the home made an error, and should have informed her at the door that she was in a condo and we were not allowed to perform the assessment. He made a mistake. We have a strict quality control process internally, and it takes a week or two to complete. Upon that step being completed, we realized she lives in a condo complex, and we are not ALLOWED to complete the work. We would love to complete the work, but her insulation improvements will have to be serviced by the multi family/condo division of ***'s program. We are not allowed to perform any work as much as we would like to. We issued a full refund to the customer for her deposit on 8/7/19 of $223.40. I agree with the customer, we made an error, but we are simply unable to complete the work under the rules of the *** program. We will take the necessary steps to ensure we do not have this happen again, and we are very sorry for the inconvenience. However, we cannot complete the work and must refer the customer back to *** to have a company that is allowed to service a condo. As we stated on the phone, we are very sorry and we wish the rules we have to follow were more flexible. This is a nearly $2500 contract that we would love to complete, but the reality is the customer only pays approximately $600 for the work because *** pays the rest. Being in a condo, the "funds" on her *** bill don't go into our program for single family homes, but go into the condo program. Therefore, THAT group must inspect and install in order for her to receive this heavily subsidized work. For reference, the number for the condo/multi family line at *** is:***Again, on behalf of all of us at Neeeco, we are terribly sorry for the inconvenience and strive to do better.
Revdex.com:
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.
I appreciate the quick response on this complaint from NEEECO however the representative that came to my home stated he received an email from the company the same day he did my assessment stating the company could no longer service condo's. According to the NEEECO rep. he received the email after he left my home. It sounded like up to that point NEEECO had serviced condo.. So, somebody is not being truthful here, and again I feel as a customer I have been penalized for an error NEEECO made. They need to make good on the contract I signed with them. That is what a contract is; an agreement between 2 or more parties, with each agreeing to uphold their part of the agreement. NEEECO should not be allowed to just say "sorry" and walk away, this is terrible customer service!
Regards
The only thing we can do is look at our internal processes and do the best we can to improve. Your comments indicate that there was communication between the scheduling team and the field advisor, but it appears there was no communication made in our system notes or made to the back office/QC team that there was an audit performed on a condo, otherwise you would have been informed and a refund issued immediately. We need to improve this communication and the consistent flow of information to prevent this from happening to others, and we will make sure that breakdown is analyzed and procedure is changed. As well, our advisor is our front line to prevent these misunderstandings and should have clearly noticed that you were in a condo. We have never been able to perform work in condos under the strict regulations and guidelines set out by the *** program. Please contact the previously provided *** number so they can perform the work for you. I do offer our sincere apology, although I know you do not accept that. Nobody tried to steal from you, nobody tried to trick you, nobody tried to take advantage of you. Humans make mistakes and we are not above that. I regret that your full refund, our sincere apology and the contact information for *** so you CAN get the work done, is not enough to satisfy your complaint.
Revdex.com:
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.
I never indicated anyone was trying to trick me. It is clear NEEECO has considerable internal communication issues. As I said previously, someone is not being truthful. Your representative stated you had previously serviced condo's and the email on July 23rd came as a surprise to him. As you state NEEECO made the mistake, I am not at fault. As a business you should have made the decision to move ahead with the work as stated in the signed contract, in good faith, regardless of payment thru ***, because the mistake was yours! It is the right thing to do. I hope none of your other customers are ever treated in this manner, it is deplorable.
Regards
This company has engaged in deceptive and misrepresentative practices, violating the consumer protection statute 93A. I waited several months for my attic insulation work and other work, after my initial energy audit was done by a Mass Save partner, NEEECO, several months ago. I didn't even get a reminder call about the appointment. After all these months of waiting, as of yesterday, May 22, 2019, the install did not take place because of a disagreement/confusion between NEEECO policies, the technician, lack of detail on work order and the auditor who did the initial assessment. The next appointment I can get is late July. I'll have to pay higher energy bills for the months of May, June and July, as a direct result of the negligence of NEECO mismanaging their business and not being on the same page internally, as I wont have the attic insulation and other energy saving item. Recommend dropping this contractor from the MassSave program as a partner. Right now the auditor will reschedule the appointment for me and ensure NEEECO is all internally aligned before they come back for a second time. I can no longer work with the front office. Staff is rude and treats this all as a joke.
It is upsetting that our customer has not had a stellar experience with Neeeco. She deserves better, as do all of our clients. We strive to provide the best customer journey possible. I can see how the lack of consistency between the auditor and our technician's notes on the work order led to confusion and to her unwillingness to allow us to explain, get on the same page internally and complete her install as scheduled on May 22nd. We are working hard to remedy this situation. We are scheduled and confirmed with the customer for installation on July 16, 2019. Customer has agreed to this date and to avoid any further miscommunication, the auditor will meet with her in person prior to that date to go over the installation in detail and will also be at her home for the entire installation on July 16th. Neeeco performs hundreds of audits each month under the MassSave program, and having even one customer who feels they were treated badly is unacceptable to our standards at Neeeco. I assure this customer, no one here at Neeeco takes this situation lightly and absolutely no one is treating this as a joke. We have dedicated, passionate staff who work tirelessly to provide the best customer service possible and in sharing this complaint with them, they are quite upset and disappointed at the feelings they somehow evoked from this client. We are all focused on a successful outcome for this client and strive to reverse her opinion of our Neeeco team. We will learn from our own internal communication errors in the instance and work to do better for all clients going forward. We thank our customer for allowing us to course correct and complete her energy efficiency project.
PRevdex.com:
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.
***’s statement that I was unwilling to listen or to work through the issue, is completely untrue. I feel completely violated again as a consumer. I do look forward to the reschedule. The auditor, ***, has been the only person that I’ve been able to communicate with and the only person who deserves credit here. I am appalled and his accusations. I can see his insults throughout his response. It was very clear to me
Regards
Had a home assessment done by this company, as part of the MassSave program. Was getting a ductless AC (by a different company) at this time and I needed to get this assessment done first.
They determined I needed to insulate my attic floor and install some vents, so the air flow would be better.
Installation day was August 10th. The next day (the 11th), the (3)roof vents they installed were ALL leaking and (2)additional areas were they attempted to install them, so a total of (5) spots all together in my roof.
They attempted to add some additional caulking to the areas but that did not work, they ALL kept leaking.
Finally had the contractor ("***") over on August 21st to remove all the roof vents and fix my roof in all the other areas as well.
I was told that these other type of vents "soffit vents" would be installed instead.
I'm not pleased with this company, as I feel my roof has been severely compromised. I would like for some type of an inspector to look at my roof. Since *** took the roof vents out, we haven't had any substantial rain so I can't determine how my roof is. I refuse to pay any final balance until some type of inspection has been done.
The company has been distant, the soffit vents still have not been installed and no phone calls to me to schedule anything.
The company just called me today (August 24th), for the final balance and I of course told them, that wouldn't happen until (1) the job is completed with the soffit vents and (2) I want my roof inspected.
The person on the other line claimed she had no information, she thought the job was completed and offered nothing on getting my roof inspected.
In closing;
I want my roof inspected or fully replaced and still waiting for my replacement vents to be installed.
We just received the mailed complaint from the Revdex.com on Saturday, September 1st. We are aware of the unacceptable issue that occurred at the *** home and are working with them to resolve the issue. Our Operations Manager has been in communication to reschedule the installation of the proper fans, I believe we are scheduling that installation in a couple of weeks because this Saturday was not going to work for the *** schedule and we want to be as accommodating as possible for their schedules. We are more than willing to source and pay a local roofer to inspect the roof. We want to make this right and finish the work for the *** in the manner they deserve. I am personally reaching out to *** today and will work with her on the best time for a roofing company to come by. I don't yet know which company or how long it will take for them to go out and inspect, as most roofing companies are looking to sell repairs and installations and prioritize their schedules accordingly. I remain hopeful we can find an honest, reputable roofing company to inspect the work as soon as possible.