EDIT:
If your team had been upfront and willing to address this from the start, none of this would have escalated to this point. You guys went radio silence for weeks while I tried to figure this out. The fact that I had to go public just to get some kind of response is telling about how you treat your customers.
Regarding payment, I was told that Mass Save would cover the costs. If the job wasn’t properly invoiced, that sounds like another mistake your team has made. Please don’t try to spin this as an issue on my end. The work did happen, and y’all really tried to make me believe it didn’t. Instead of taking accountability, I was ignored and gaslit. Except I have proof, and I’m not dumb.
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We had a Mass Save assessment, and they sent Northeast to handle our insulation. Bill came over a total of four times. No complaints about Bill, he was great, thorough, and did a fantastic job. However, we were never given a certificate of completion and, at the time, we had no idea we needed one for Mass Save.
Fast forward to this year, I reached back out to Northeast to request this certificate. That’s when they had the audacity to tell me, "they never did the work"!
I have spent weeks calling in, I provided them with proof, I also offered to let them come back and inspect the work they did. But, despite all my best efforts to give them every opportunity to resolve this, their response is still the same: they never did any work for us.
Even with SOLID EVIDENCE, they refuse to acknowledge their own work. I have text messages with DATES of all our communication, and they are still completely gaslighting me trying to make it seem like their FOUR visits never even happened! I truly don't understand what they gain from lying about this... how does denying it possibly benefit them? It makes no sense at all to me.
Christina has been supposedly handling this issue, but trying to reach her is a joke. Every single time I call they tell me "Oh, she just stepped out for a few minutes, but she’ll call you back." She never does. I'm calling BS on her not being available, she is just avoiding my calls.
Do yourself a favor and think twice before choosing this company. It’s clear they don’t stand behind their work, or worse, they deny doing it at all.
To anyone already working with Northeast Home and Energy through Mass Save, make sure you DEMAND your Certificate of Completion IMMEDIATELY after they finish the work. Mass Save has been informed of this disaster, but this review is for potential customers to avoid the stress and frustration I’m going through right now...