Constellation Home

Robert T.

Repair appointment for air conditioning system given for "" between 12:00 an 5:00 PM"". The technician, Jay, called at 5:15 to say he was on the way.

Jay found the problem within 20 minutes of starting work. Part replaced and testing out roughly 1/2 hour later. Worked fine. Cost was less than $200 with parts and labor. Pretty good for a 10 year old apartment package.

C H.

My husband and I purchased a new AC/furnace for our home. We got the brand we wanted and the install went great. However, the sales experience was less to be desired. We asked about financing and our rep gave us an incorrect quote for our monthly payment and rate. We instructed our rep to not proceed with the financing contract and to send us a new one so that we can pay it in full since it made more sense for us. Our rep told us that he did not put the financing contract though and that a new contract would be on the way. It took 3 days to see a new contract and I called customer service to see when I would get my final bill in the mail. The final bill came and it was for the financing option we declined to go forward with! This caused more headaches for us since we now had to call the financing department and clear this away.
Also, we didn't get a courtesy call after the install to check on how things went or if we were satisfied with our purchase or if we had any questions. Out of all of this with contract delays, bad communication and a huge invoice mix up, I am mostly disappointed that no one bothered to check on a new customer's install. I had to call the customer service line to give them feedback myself! I am unsatisfied with my customer experience and will not be using this company again.

Steve K.

I called BGE Home this morning because my hot water heater had failed. I figured that I could get it replaced the same day, since hot water is kind of important. After sitting on hold for 20 minutes I was told the "" hot water department "" didn't work on the weekend and I could call back on Monday to schedule an appointment. Are you kidding me!!! What a joke!!! So much for taking care of customers. I will never call them again!

Emily A.

An update following the face that I have had to go back to BGE Home again due to warranty issues...After another company suggested that my furnace was broken due to a gas valve that BGE Home had replaced 13 months prior (just out of warranty), I had them come out several more times.

The first time, I was told it definitely wasn't the gas valve, but the circuit board ($$). They replaced that.

The second time, I was told that it wasn't the circuit board, but the ignitor. They replaced that for free.

This morning a technician came out and said to me word-for-word, ""Okay, I'm going to tell you what's happening even though you're not going to understand me."" He then proceeded to explain that it was the gas valve.

They are replacing the just-out-of-warranty part for free, but that's immaterial since they have already sold me an unnecessary circuit board that would have cost roughly the same amount anyway.

I hate BGE Home.

Jenn S.

If I could give zero stars, I would. I called to have the hook-up for my gas dryer repaired. They scheduled me from 12-4. I took off work early to be home in order to make the appointment. Someone called around 1:30 to tell me that the technician was stuck on a call and wouldn't be able to come out so could I reschedule for tomorrow (Saturday). Um, no, I can't. I took off of work to be home, I don't care how long it takes, someone should show up that day, I don't care if it's late. It is not ok for a business to just reserve your time and then not follow through. This has not put a good taste in my mouth about BGE Home (it's my first experience with them) and I will never use their services again. I called customer service to inquire about the situation and they told me that the dispatcher who called told me that ""he called to say he knew it would be late when the guy showed up so he didn't want me waiting."" Not true at all - he told me the technician 'probably' could not make it today - not the same thing at all. Not happy with this company's business practices.

Cara D.

I am incredibly disappointed in BGE Home. We have had an awful experience with them. Our HVAC system has broken 3 times in the past two years. The first time it took nearly a week before anyone could come fix our heat during January. We had to temporarily move out of our home because it was unsafe to stay in it due to the frigid temperatures. Today, there is an impending snowstorm. The heat broke again, despite the new part having been ordered just a year and a half earlier. When we called as soon as possible to avoid being heatless during a snowstorm on a holiday, they refused to problem-solve a way to serve us, saying that they can only serve policyholders. We cannot afford to be policyholders, as we just don't have the money to spend on problems we may or may not have. While I would understand not helping a non-policy holder in a normal situation, we are in an emergency situation with a snowstorm on the way and a holiday tomorrow. The fact that they could help policyholders but not us tells me that they have the capability to help but just won't. Their system is elitist and favors those who have disposable income with no thought for customer service let alone human decency. Furthermore, using BGE in the title is quite misleading. It lead us, as younger, newer homeowners, to believe that we had to go through them for our HVAC concerns. In actuality, we have no reason to use BGE Home as they are in no way related to our electric service. However, the representative with whom I spoke today did not relate that information to me nor did she suggest that I call another company, which would have been a helpful thing to do. I don't expect them to change their policies or endorse competitors in a normal situation, but I do expect them to work with their returning customers to calmly problem solve an emergency situation, rather than become defensive and speak condescendingly to their customers as the representative I spoke with did just now. We called another HVAC company after getting off the phone with the BGEHome representative and immediately got an appointment.

Bill B.

On Weds nite I noticed a drip coming from my 20 yr old water heater. Thursday I
contacted them, explained the problem, told them I needed a new water heater installed. Was scheduled for between 7:30AM and 6PM on Friday. Someone would call
to confirm. Friday morning around 9 I got a call from the technician and was told he would be here between 1PM and 5PM. Cool ! Then about 11:30 I get another call
that he is on the way. He arrived just about noon. Looked at the water heater and told
me I needed a new one. He wrote down info from the old heater, took some measurements, and went out to his truck. He came back inside and handed me his phone to talk to someone at the office. We talked over several options and decided on a choice. Price $890.00. But they would have to do it tomorrow. OK. Then after handing the phone back to the technician I was told there was a $99 charge for
showing up today to not install the water heater I asked for. First I'd heard of it. I
didn't have a choice so I paid him. The next morning(Saturday) I get a call at 7:15AM
from an installer telling me he'll arrive in 15min. He arrives, looks at the water heater
and tells me it will have to be rescheduled because wires to my furnace and furnace flue are in the way and it will be a ""bunch"" more than what I was quoted. The earliest
an HVAC tech can get there will be Monday or Tuesday. The five wires were attached
together with wire nuts and all wires were of different colors which matched the wire nuts. But he couldn't handle it. Same for the 18 inches of flexible flue pipe. Not his job.
I told him to get lost and called a local licensed plumber/HVAC company and left a message. He called back ten minutes later. He asked me to read some info off of the old heater, quoted me a price of $875(same unit, same warranty and I said yes. He
said he would be there in a couple of hours. He and a helper arrived around 10AM.
He had no problem with the wiring or the flue pipe. I had already drained the old tank
and turned off the gas and water to the heater the day before. They were done by
noon on Saturday. Will be the last time I call BGE home for any repairs. BTW, the
company that finally did the job was Atkinson Plumbing/Heating in Harford County.

V P.

We got the whole home coverage this year and our experience has been excellent. When we call to make an appointment, the person is courteous and polite. They have available spots the same day. If not, definitely within the week. The people who come out to make repairs are polite, punctual, and give good advice about how to keep the appliances running. We LOVE this company and it's service and would recommend it to everyone.

Wallace S.

Lets go back 5 years to when I was paying for hot water heater and heating and cooling coverage. My hot water heater went up and when I called to schedule someone to come out and look at it, they told me the hot water was to old and wasn't covered under the policy. Well I asked them why they freely accepted my money for something so old, they couldn't answer that. So I replaced it myself and canceled the plan. Six months later they called to see if I had replaced the hot water heater and offered me a plan to cover and service it. Well I laughed and hung up.
Over the years we have had them come out and service our heating and air conditioning service through the plan we have. Well this summer we started having trouble with the AC and we called for someone to come out. They inform us that we owe them money. We asked them how and why. They explain that they haven't received payment from BGE. SO we contacted BGE and they send us copies of all the payments over the past two years. GO FIGURE, they received payments. When we called BGE Home back and had a three way conversation with them they informed us the billing department would call us tomorrow. Well Tomorrow never came. So we called back and they charged us $40 because of some mess up. So my wife paid to get someone out here. The coil on the system was caked with ice, which means there is a leak somewhere. Keep in mind while I was outside cutting grass, Freon was blowing out the unit outside. The serviceman tells me the system is old, the coil is leaking and the system should be replaced. Mind you he never checked to locate the leak at all. Well two weeks later we called again for the same thing. This serviceman tells me he recharged the system and it's holding pressure but he is unsure where the leak is. He said just because the coil has ice doesn't mean that's where the leak is. So now six weeks later, we call them this morning, Aug 22, 2014, and guess what they tells us... We owe them $150 from 2012. So no service for us. They claim the direct billed us when all the other years we paid through BGE. We never received any bill for this and why would the billing cycle change for one year. So now the fight with them is on. Their billing procedure and receiving departments need to be revamped.

Donna B.

Awful, just awful! Terrible communication and over priced. ($99 for the 1st 30 minutes, then $33/15 minute block after that.) They didn't show during their 5 hour appointment window. They never called to let us know. We tried 5 times to get updates and each time they said they would call the technician and the technician would call us. Every time we talked with the company it was a complete run around.