Complaints

• Initial Complaint

  10/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a new HVAC system installed by Synergy Home in January 2024. Since it has been installed it has not worked correctly. The problem didn't become evident until summer time. Since July 2nd they have been to our house 11 times and still have not fixed the issue. Their lead tech has confirmed multiple times that the system is not working as it should. The owner will not return emails or phone calls. The last time we spoke I had to go sit in their office lobby until he would agree to see me. We paid $12,000 for a high efficiency system that has on average cost me 15% more on each month's electric bill. I want the system removed and my money returned. I can not explain how much I regret this decision to go with this company.

  

  Business response

  10/15/2024

  We are actively working at finding a solution to the issue at *** ********* house. We have been out to *** ********* house multiple times to try to mitigate the situation. We have also reached out to the manufacturer to additionally troubleshoot the issue. We will continue to work on this issue until a satisfactory result is reached.

  Customer response

  10/21/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  So the system was finally corrected on 10/15 after confirming that the air handler was the problem all along and that there was an issue since the system was installed in January.

  We have had 12 visits where I have had to leave work to be home for them to attempt repairs.  That doesn't include the 5-7 other visits because of issues with the thermostat for the unit.

  We have had electric bills where our energy usage has been 15% higher consistently each month compared to previous years... not just this year.

  We need to be compensated for this loss of time and money and general aggravation because the system was not working correctly. 
  

  Sincerely,
  
  ******* *******

  

  Business response

  10/26/2024

  I’m extremely disappointed in *** ********* rejection of our response. Synergy Home has gone to great links to give *** *****r far and above traditional customer service. Last week we finished a complete replacement of *** ********* HVAC system and in doing so Synergy and our distribution partner absorbed the cost of a $13,000 system. Mind you the system was less than a year old and at no time in the last year, did it not maintain temperature. *** *****r is very particular, and even though the system was functioning, it was not functioning at his definition of perfect so ultimately in the interest of customer service we replaced his system in full. It was our understanding that in replacing the system that we would satisfy *** *****r. Over the course of the last several months we had more than 22 visits to his home, most of which we could document nothing wrong with his equipment. Many of the visits were because of *** ******* getting into the dealer side of his thermostat and manipulating control controls that he should not be accessing. We did not charge for any of these visits even though our labor rate is $150 per hour, so we have incurred great cost to try and satisfy *** *******, even though the system was maintaining temperature at every visit. We also reviewed *** *****r’s electric bill and after taking into account that this summer was much hotter than last summer we believe his increased electric bill was due to the hotter summer.

  It was my expectation that it replacing his system in full, would satisfy any and all obligations we had to him. I believe we have gone far and above traditional customer service.  At this point, I believe *** ******* is acting in bad faith and is trying to leverage the BBB to extort additional monies from us. I ask the BBB to close this case as resolved as Synergy has more than honored our contract with this customer.  

  Customer response

  11/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  Our system was not performing as designed.  On the last visit before the air handler was replaced the system was only producing 2/3 the BTUs it was designed for.  There were multiple visits to my house to confirm this both with ***** ***** their field manager and also representatives of their distributor *********. We were sold a system that would lower our energy usage by up to 30%.  Ours increased every month after install, especially summer. See charts comparing temperature and energy usage for last 3 years.
  
  As for my changing settings on our thermostat…that was because the thermostat I had to use with this system is a joke.  5 of the 22 visits he speaks of were dealing with the thermostat that can’t handle being near a ceiling fan, a return vent, or even a human being within 3 feet. Per attached text message I was shown how to adjust the thermostat by install techs at the direction of our sales person.
  
  *** ***** says I demanded perfection… hardly.  I simply asked that the new system I paid $12k for performed at least as good as the system I replaced it with and we didn’t get that.  And through all of this *** ***** refused to speak with me about this issue.  How can the owner of a company not get involved and at least talk to a customer that has paid as much as we did for a new system.  Assure us that they would fix it and make sure we’re happy.  Never happened.  So if that’s above and beyond that’s pretty sad.
  I’d like to propose a solution to this situation if *** ***** would accept.  Synergy does the annual service check ups for our system for the next 5 years free of charge.  Along those lines If they agree to my proposal I’ll agree not to make any negative google / yelp reviews about Synergy.
  Sincerely,
  
  ******* *******

  Customer response

  11/04/2024

  
  Complaint: ********
  
  I am rejecting this response because: Our system was not performing as designed.  On the last visit before the air handler was replaced the system was only producing 2/3 the BTUs it was designed for.  There were multiple visits to my house to confirm this both with ***** ***** their field manager and also representatives of their distributor *********. We were sold a system that would lower our energy usage by up to 30%.  Ours increased every month after install, especially summer. See charts comparing temperature and energy usage for last 3 years.
  
  As for my changing settings on our thermostat…that was because the thermostat I had to use with this system is a joke.  5 of the 22 visits he speaks of were dealing with the thermostat that can’t handle being near a ceiling fan, a return vent, or even a human being within 3 feet. Per attached text message I was shown how to adjust the thermostat by install techs at the direction of our sales person.
  
  *** ***** says I demanded perfection… hardly.  I simply asked that the new system I paid $12k for performed at least as good as the system I replaced it with and we didn’t get that.  And through all of this *** ***** refused to speak with me about this issue.  How can the owner of a company not get involved and at least talk to a customer that has paid as much as we did for a new system.  Assure us that they would fix it and make sure we’re happy.  Never happened.  So if that’s above and beyond that’s pretty sad.
  I’d like to propose a solution to this situation if *** ***** would accept.  Synergy does the annual service check ups for our system for the next 5 years free of charge.  Along those lines If they agree to my proposal I’ll agree not to make any negative google / yelp reviews about Synergy.
  
  Sincerely,
  
  ******* *******

  

  Business response

  11/06/2024

  I'll agree to 5 years maintenance to close this case. 

  Customer response

  11/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

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• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  see Attached document

  

  Business response

  08/19/2024

  *** *****,

  Synergy Home is sorry for the way this situation was resolved. Our Generac certified technicians followed Generac's recommendations for how to proceed with the diagnosing and fixing of your generator. We regret the unlucky event of the fire at a time that was close to one of our diagnostic visits. Unfortunately this was on a section of the generator that we had not serviced. Synergy Home apologizes for the misunderstanding and inconvenience. We wish you all the best in the future. 

  Customer response

  08/20/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  Synergy did access the panel that was involved in the fire.  They opened it up, replaced a fuse, said the fuse blew because the sun hits the panel, and handed me extra fuses and told me I could replace it myself next time.  Pretty sure a fuse doesn't blow because the sun hits the box. If that was the case, then every vehicle on the earth would be constantly blowing fuses because they are in the sun at some point.  So, they should have investigated why the fuse was blown and why the control board failed.
  Sincerely,
  
  ****** *****

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We hired Synergy Home to install a new high efficiency heat pump and auxiliary heat system in our home. They installed the system using the older system's wiring and breakers. As the new system's auxiliary heat required a larger breaker and wire, the breaker trips every time the auxiliary heat kicks on. That's an obvious safety issue, but it's even scarier that they installed a system without checking the existing breakers and wires, which is just nuts. They've said they'll come out and replace the breaker and wire to the auxiliary heat; however, they have yet to do this. Even more concerning to me though is the rest of the system, is that wired correctly and wired to the correctly sized breakers? I'm not looking forward to having to replace a bunch of drywall once they run the new wire for the auxiliary heat, but I'm really not looking forward to having to do it again when we discover one of the other wires or breakers was not sized correctly for the system they installed, or even worse having their error cause a fire at the house. I went with them as I was told they are the best and most professional company for these types of services in Lexington; however, not checking or sizing power supply to a system that runs entirely on electrical power is such a glaring error/oversight I fail to see how they are even in business!

  

  Business response

  11/01/2022

  We have technicians going out tomorrow to remedy the issue. 

  Customer response

  11/02/2022

  Better Business Bureau:
  
  Synergy sent out a technician to swap out some auxiliary heat components.  The system now works and no wires or breakers required replacement.  I'm happy they stand behind their products and services; however, it's preferable (from a customer perspective) for companies to simply do it right the first time.
  
  Sincerely,
  ******* *****

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 27,2021 Synergy Home installed a 30 solar panel array on our roof. On July 12, 2021 three panels were producing at about ½ the output they were manufactured to produce. A notice was issued to Synergy of the problem. It took a stack of emails between everyone involved from the manufactures to Synergy to get to where we are today with 30 emails from just 1/1/2020 alone. Lack of response and shoddy workmanship are the two major areas of concern. Synergy Home finally returned on 1/12/2020 to correct the shoddy installation problems and test for warranty covered complaints. The initial failure to comply with procuring the required Privilege License by the city and the required State Electrical Inspection, were met on or around 1/13/2020. All except warranty adjustment and securing cables to the rails of the last three panels issues have been taken care of (not independently verified) as of 3/8/2020. Synergy Home has failed to make any of the warranty fixes and once again refuses to respond to emails as of 2/17/2020. Synergy Home talks a very good and knowledgeable talk but does not have good supervision over the installation crews, nor do they attack problems in a way that corrects those problems. The three warranty panels that need to be replaced and were relocated for testing on Feb. 8, have not yet had a return visit nor any communication about intent. We initially contacted Synergy Home to arrange for doing the same job on new construction. Well??

  

  Business response

  05/17/2022

  Business Response /* (1000, 6, 2022/03/31) */ We have agreed to replace the 3 panels that are producing slightly less then the panels around them. Unfortunately the supply chain has those panels out of stock from our normal distributors. We are actively trying to source them elsewhere but as of this email have had no luck. To be clear the system is working and all but 3 panels are producing 100% as expected. The 3 panels are producing just less than expected, the lowered performance has a monetary cost of about $12 per year. Consumer Response /* (2000, 8, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The complaint was never a monetary complaint. It was simply a complaint about an initial shoddy installation, insistence for a correction to the problems in excess of 9 months, and lack of response to address warranty replacement of the panels. An attempt was made to substitute a different brand of panel rather than replacement with the original. A consumer would probably think as many trips as Synergy Home made to a location more than an hour away with two or three technicians would get their attention, but there has been no mention of the quality of workmanship or the excessive time to respond to making corrections. If you hire Synergy Home to do a similar job, not only do they need to know what they are doing, you need to know what they are doing too. The installation crew failed to follow manufacturer's instructions. Whether this was due to lack of training or supervision is problematic.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩