Constellation Home

Michael B.

My Spring HVAC check-up in April revealed the need for a potentially failing system part. Grateful for the service plan, I was told that the part would be ordered and installed at no cost. I received a call last week that the part had arrived and that the installation needed to be scheduled, I selected this past Saturday. I was given an arrival time after 12 noon. When pressed on the arrival window, the scheduler said that she could not narrow the arrival time, but that the technicians stay out until their jobs are completed, and that could be as late as 9pm. I was also told that the technician would call prior to his arrival. So, with a potential arrival window of between 12 and 9, which was inconvenient, I rescheduled my Saturday, and puttered around the house expecting a call from the technician. No call. No technician. No repair.

I'd like to think that my business is important to the company and that in this age of arrival windows by service companies of 4 hours or less - - with a call-ahead - - I would at least receive the courtesy of a phone call that the technician was not going to arrive. Nine hours wasted, and the potential of now having to take a day off from work. Not good, BGE Home. Not good . . .

Karen G.

Avoid. The schedulers were polite when answering the phone but they repeatedly reported erroneous information when they should have known better. For example, knowing that my system was no longer under warranty when asked. They said it was. The technician when he arrived said,""Nope"". The customer service was terrible in that THEY chose the scheduling window which was already an unreasonably long SEVEN HOUR window and could not even stay within that. They arrived EIGHT hours later. They tried to get me to agree to reschedule a four hour window for the next day. No apology. In fact when I complained they defended the practice by saying that Comcast and Verizon are worse. What? That's no business model. So, if you are willing to wait around and wait around, then maybe they will get to you...

Richard J.

The price was right for a furnace and AC replacement. Omar, Monty, and Andrew did an outstanding installation job. I highly recommend BGE Home and the three installers. I waited a month to review the purchase to make sure everything worked. No complaints. Great job.

M W.

After years as a BGE HOME customer I am giving up. I pay hundreds of dollars for ""priority service"" and wait days. Technicians are late, and on my last service call the technician was abusive and disrespectful. If you are a woman living in Baltimore City-forget BGE Home. Len the Plumber completed a water heater installation within 3 hours of my call. NO BS, no insults, no abuse. Just help.

Vivian C.

I'm so FRUSTRATED. A few years ago we had BG&E install a sophisticated heating and cooling unit which cost us a fortune. On Friday, the air conditioning STOPPED working. A technician came out Saturday morning, could not figure out what was wrong and left us high and dry. No air again on Sunday. Monday we had another technician come out who also doesn't seem to know what's going on. That means another night in AUGUST without air. They're supposed to ""call"" in the morning but I'm beyond upset. I haven't slept in our bed for three nights, I'm exhausted, I have a raging case of poison ivy and am completely miserable. Our dogs are miserable, too. BG&E is installing systems they don't understand and can't FIX? I have a horrible feeling they aren't going to fix the unit, or it'll be weeks before they do. Clearly they don't care. The most recent technician had a very nasty attitude, and neither one of them bothered to stay more than a half hour. My husband was able to spot a problem on the outside unit the first technician missed. Do not purchase HVAC systems from BG&E!

Jim M.

Failed to show or call for an appointment on July 3rd 2018
Appointment was made Monday morning July 2nd
No AC for three hot days.
Michael & Son responded on Wednesday July 4th and fixed the problem.

Ed F.

The carrier system that we installed was quoted at $3000 more by a competitor. Not only was BGE homes price better, but the install team that they sent was first rate. Our installation required that the compressor unit be installed on the roof of a three story condominium building. We live on the second floor which required an extensive modification to the condo above us in order to route the proper size copper pipe to the roof to feed Freon to the compressor. The previous company that installed the old system in this condo unit did not take into account the quarter inch size of the Copper tubing that was apparently installed when the unit was built in the late 70s. Modern heat pumps require at least a three eights inch copper tube in order to be in warranty and function properly. Our old unit had died after just seven years, probably due to improper use of the existing too small copper tube. The BGE team recognized the problem right away and advised us that the new unit would not be in warranty unless a proper size tube was installed. I started to see dollar signs, but was immediately assured that they would take care of all of the work to route the proper size tube along with a new thermostat control electrical wire for no additional cost. They also offered to install a three eights inch copper tube for the owner of the unit above us for the inconvenience of going through their unit. The work was done on time and very professionally. The lead technician for BGE home took it upon himself to do the work personally to ensure the least amount of inconvenience for us and our upstairs neighbor. From start to finish this was a 100% professional, competent and polite installation. I most strongly recommend BGE home for a heat pump installation.

Christian F.

Attempted to schedule an appointment to get a new T-Stat at my Dad's home which he is trying to sell. Since I was not on the account the agent (Dani?) would not let me schedule it even though I would be letting the tech in and paying the bill. She said that I needed my Dad to call (85 years old).

My Dad called and added me to the account and Dani said someone would call back in 24 hours to schedule an appointment. Three days later, nothing. Crickets. I guess they are too busy to call back even though my Dad has had BGE Home coming out twice a year for a long time....

Crappy customer service...

Update- Used Heidler instead. No call backs to schedule, it was done on the spot. Communication from the tech was awesome on the day of service. Totally great experience start to finish. Will use again for PM as well. Thanks Heidler!

Joe K.

I usually have great service with BGE Home but today was sub par.

I had an appointment scheduled for after 12, but by 6pm there was still no word from the tech. I called the customer support line and they informed me that the tech had 3 more jobs ahead of me but would be there shortly.

At 8pm when the tech didn't show or call to say they would be late or the job was postponed, I called the customer support line once again. This time I was told that the tech cancelled the job and he gave me a call at 6:15 to inform me of this cancellation. This did not happen. The support line also said that there was a follow up call to confirm this cancellation. Once again this also did not happen.

The tech's supervisor is supposed to give me a follow up call tomorrow morning to go over what happened, but with their track record so far I am not holding my breath.

Gloria G.

i was happy with the service until today and this is true story of what happened to me.
I saw a few weeks ago that my Thermostadt was out and when the air stayed at 80 and last week was in the 90 + i called in Tuesday to say its time for a service man to come and i got Thursday afternoon waiting the six hours . Luckly he called my home phone for I lost my cell phone Tuesday night , and its out of energy so difficult to find in the house now.
and by 11:""30am tech man came out and fixed it. late afternoon i went to have a snack and found that the refrig was not making its normal noise and did not show signs of being on. I had a fall on Monday at a nearby restaurant so going down stairs to the breaker was out of my doing with aches and pains where i fell on a chair that broke my tripping . I called the service of which i have been a faithful member for many years and i was told ' sorry we cannot come out to 11am Friday of which i asked if the service man who came out tripped the breaker which he did and flipped my refrigerator to off. who pays for my spoiled food in my refrig? i ask and he says ' Oh they will be just fine. ' they will be out by 11am and guess what folks. this is my end of my doing business with BG&E home for now i have to call a food place to deliver my vegan meal too? Refrigerator was working fine until the Tech man came to see what was keeping my theromstadt low and i get a non working refrigerator when it says on the website they work to 8pm and its an emergency now at 6 49pm when i call? This in the website we aim to please and will work to be there when you need us . please . dont bother to want to hire people whose website isnot backing up what they say they provide.