Constellation Home Products & Services
Reviews and Complaints

Supervisors/managers do not return calls. It takes a week or longer to get a part ordered and replaced. Terrible customer service.

We had a fantastic experience with Travis *** Senior Service Technician when he recently came to our house for the yearly ac/heating inspection/diagnosis. He was thorough, professional, helpful, friendly, plus he even verified that we understood all that he'd accomplished. Way to go!

have been constantly sent letters stating i have an account with them and owe them money, i do not have an account with them and have called and told them the same, been called a liar, this has gone on for about a year. will have to take legal action against this company if this continues.

mary f

Company repeatedly sends us misleading marketing materials in the guise of a "past due" notice associated with its optional protection plan. If this practice is not illegal, it should be. I can only imagine how many people fall for this and write a check for a service they don't want in the false belief that they have previously signed up for it.

Called for oven concern (I have a service plan}, waited several weeks for appointment. Tech found problem., ordered part, communicated I'd likely be contacted the following week. Waited 2+ weeks nothing. Called, BGE Home has part, won't be able to schedule for another 2 weeks, Thanksgiving dinner could be in jeopardy Poor customer service and focus. I retired from BGE after 44 years, not the same company. Revenue is the priority...

Had oven element go out on 17 Nov 2020 so called for service. They said it would be four weeks before we could get help. We had to get a different repair company and spent a lot more $$ than we wanted. In April , the oven needed a computer board but again BGE Home said it would take three weeks or more before we could get service. We used outside repair company again! We had a kitchen contract so thought we could get help in a timely manner! Decided to cancel our contract. After four calls and six weeks, we still have no refund! Bad, bad service.

Did not show up for the service appointment. BGE home collects a fee from me every month, yet has provided no services for the past 1.5 years. I scheduled a service appoint for 4/26, took off work to be home for the appointment, provided cell number for text or phone call and email. Three hours into the service window, I find a voicemail saying my appointment is cancelled and I have to reschedule. Called to reschedule and the next appointment wasn't for 3+ weeks. When I asked why the appointment was cancelled they told me it was because they couldn't get in touch with me. However, they certainly managed to get in touch to tell me the appointment was cancelled, even though there was still two hours to go within my service window. Unacceptable, poor service, save your money.

Recently had a new hot water heater installed and decided to use BGE Home because I thought they had a reliable reputation. The appliance had 2 large dents in it and was told that there was nothing wrong with the function of the unit and was given a discount. Then I noticed after the installer left that the pan was slightly crumpled so I called the supervisor and he said the pan could be replaced. When the person came to replace the pan I was told the pan was going to sink and crumple some because of the weight of the appliance. The supervisor said, there was nothing to do other than use a pan that would likely rust or leak at some point. Let me say, it is very unlikely that I would ever use BGE Home again for a major appliance. Tell me why I should have to make recommendations to a company that "should inform me of what to expect" prior to spending my money. Also, I'm a local realtor and I would never recommend this company as a good option.

Rheem water heater purchased and installed by BGE Home 10/9 has an active service contract with BGE Home I had a plumber at my home 9/3 for a repair who made the observation that the vents on top of water heater were melting and was a fire hazard. Since the heater was from BGE Home on 10/9 and had a service contract I contacted them immediately. They sent a tech who turned off the heater and tagged it out of service leaving me with no hot water. They claimed there was a venting issue causing a down draft and a carbon monoxide hazard and I needed a chimney liner. Since the duct from the heater is vented through the furnace ducts I contacted Perry Hall Heating who did the furnace install in 2009 along with a chimney liner. They suggested I contact a BGE Home supervisor which I did. She agreed that it was a BGE responsibility and sent a 2nd tech. He tagged it again and told me to get a chimney company. I contacted Ace of Diamonds who quoted me a price for a chimney liner. On 9/5 the Chimney Doctor arrived and after his inspection suggested I get another plumber to investigate and switch to electric heater. Plumb crazy said they would send someone to estimate the job on 9/8. On 9/6 I called Rheem water heater who indicated there might be a warranty issue and to have plumber send pictures to Rheem. Plumb crazy wanted to charge for the pics so I again called BGE Home 9/8 to send a 3rd tech. When Henry arrived he checked out the heater and said there was no issue since the venting issue was temperature related. He turned the heater back on and finally nearly a week later I once again had hot water. It should be noted that every attempt to reach BGE by phone meant that I was on hold 15 - 30 minutes for each call and for multiple calls. Any attempt to reach them through their website resulted in a response to call them for service How was I supposed to call them when they did NOT answer their phone ? The point is that BGE Home sent three technicians to investigate this issue. The first two technicians tagged the water heater out of service. The third technician said there was nothing wrong with the water heater, so why was it tagged out of service ? Why as a BGE Home customer who purchased this water heater from BGE Home and has an active service contract on this water heater with BGE Home not receive service to correct the suspected issue of a malfunction with this water heater which caused me to be without hot water for a week The motto of BGE Home is "We're here if you need us". That was not my experience !

In July I paid in full for the yearly costs for service contracts for my central A/C and Furnace. Today, August 12th, I received a billing statement indicating I paid $19.80 less requesting payment of the same. It appears Constellation is billing me twice for my sewer and water line contracts which I pay monthly through my BGE gas and electric utility bill.

I pay my A/C and Furnace contracts through my online Constellation Home account. The account balance also shows cost for the sewer and water lines which it shouldn't unless it also shows credits from BGE.

.

I currently have a home warranty account with BGE Home, I called on 2/15/22 to advise we did not have any hot water. A tech showed up a few hours later, he advised there was a known issue with the pilot light on the nearly new unit. He relit the pilot light, advised that we would have hot water in 20 minutes and would order replacement parts for the unit and that someone would call to schedule the repairs. The water never got hot. On 2/16/22, we called BGE Home nearly a dozen times between 10 am -4:20 pm to get a technician out. We were told they could not send a technician back out to relight the pilot due to safety concerns. Each time we called were promised a call back from the parts department supervisor to release the parts and scheduled an appointment. We made several attempts to escalate above supervisors Tommie and Nancy but were told that we could not. We vehemently explained that we had already been without hot water since 2/14/22, advised them of some medical issues that mandated the use of hot water for cleansing and they still did not make a valid attempt to schedule a reasonable time for service. We are in the middle of a pandemic, it's impossible for us to keep each other safe by washing and properly sanitizing, without hot water. We pay for a service and the expectation is that it is readily available when needed. BGE Home representatives lacked concern and there was never any real sense of urgency to resolve the issue. After hours of waiting, they continued to tell us that we would receive a call from the parts supervisor even after the part had been delivered hours earlier to the house via courier. After begging them for some relief and trying to schedule an appointment for 2/16/22, Nancy finally called to advise they would come first thing on 2/17/22. I am appalled by the company's lack of commitment and follow-up and even more disturbed that my safety and that of my family's was not made a priority.

It started with an appointment for a technician to come check my washer because of a small, front corner leak that would occur from time to time when washing clothes. He came out on November 24, inspected it, and identified the part that needed replacing, which was the outer tub. I was notified by email on November 26th of the part coming in, I then proceeded to make an appointment for December 30. On this second appointment the technician came over and spent almost 3 hours putting in the outer tub, just to discover that this tub had a crack in it, causing the washer to leak profusely from the bottom, to the point where I was recommended not to use it. I let him know how much of an inconvenience this was after waiting a month for him to come out and put my washer in a much worse condition than it was before. He replied that he would put in for an urgent call for the same part to now replace this defective one. On December 31, I called and talked to a BGE Home representative, who said that the part was scheduled to come in on January 6, 2022, and that when it came in they would notify me. Called back on January 7, 2022 and January 11, 2022, just to be told that the part still hadn't come in. So going on 3 weeks now and no communication from BGE Home about the situation of this repair after I was initially told it would be in on January 6, 2022. To be clear, I waited over a month for the small leak to be resolved by replacing the outer tub in the washer, just so the technician comes over and puts in a defective one that made the leak much worse, therefore making the washer inoperable. Now I'm being forced to wait again after BGE Home has made the problem worse. As a customer that pays every month on time, this is a bit aggravating. At the very least, reach out to me informing me on the status of this repair, or better yet, because of faulty service from BGE Home, if it cannot be repaired, compensate me for a new washing machine.

I have Constellation home previously know as BGE home for several years now and have been hesitant to leave them given chances after chances for them to get their act together but have got to the point that this is necessary. I am filing the complain because I had an appointment scheduled for 09/02/2022 for my heather inspection, I received several automated text from the company stating I was next on line starting at 8:00am, then 11:02am, after this the technician called me to let me know he was running late and he was all the way in southern Maryland and didn't have a tool need to check something. Long story short he stated that he was needed to move the appointment later on the months but I did not accept and he agree to contact the company directly to re-schedule the appointment for 09/09/2022 but to my surprise they didn't contacted me or set another appointment. I called today 09/14/2022 to find out what is going on and to make sure someone was coming to my house this week but the representative stated that they forgot to re-schedule and somebody miss that call, she also stated that the next available appointment will be in December (can you believe that?) unbelievable, when I told he no that was unacceptable she put me in hold for what is seems an eternity only to comeback to tell me she got me an appointment for 10/03/2022 nothing before that knowing that I have already been waiting over a month for the first appointment. I am very angry and disappointed because I am paying almost 90.00 a month for a 24/7 service never available and I am requesting to someone look in to this mess this company have. I am for sure changing to a different company in the next few days but need to someone to reach out to me to complete the prior schedule service. I will never recommend this company to friends or family. All I need for Constellation is to complete my schedule service this week and no other time or day, Thursday 09/14 or Friday 09/15 and at later date.

I have Smart Services Contract for a long time. 1, On 8/18/2022 (Thursday) I have requested a service repair from Constellation Home (formely BGE Home) for my washer for agitator/motor is not moving at all. It was scheduled to have repairs on August 23 (Tuesday). 2. 8/23/2022 (Tuesday) The technician came and said the motor was bad and he needed to order the part. 3. 8/29/2022 (Monday) The part came in and I called to re-schedule to have the technician come back to replace with the new motor. But Constellation Home stated they don't have earlier time slot and then scheduled the appointment to 9/21/2022 -> 9/6/2022 (Tuesday). Then I called everyday to see whether there is any wait list/cancellation slot or appeal to have earlier appointment but no avail for the whole week. 4. 9/6/2022 (Tuesday) The technician came out and he said it would be a hit or miss fix -- from part perspective and so it was a miss so he needed another part. So he said he will order in rush and will come out again very soon to fix it. 5. 9/9/2022 (Friday) The part came in. I called to make appointment and the lady didn't have schedule for me until 9/27/2022 and then later changed to 9/16/2022 (Friday). I talked to manager that my tenants were very unhappy and agitated because it has been 4 weeks since I have put in the first service calls and my tenants all have to go to nearby laundromats to do the washes in Baltimore City -- it is very inconvenience for them and now they have to wait another 10 extra days to get the washer fix. I asked why there was a shortage of labor and the management of the schedule / labor is very inefficient and unsatisfactory -- as you have already have the parts of course it should be have the highest priority to come out to get the appliance fix right away for the customers! I used to happy with BGE Home Services until recently it was changed to Constellation Home that they took a long time to send out the technicians to repair thing not in a timely manner!

This complaint is regarding the damages received because of my request for heating, ventilation, and air conditioning (HVAC) routine maintenance. I submitted my initial request for routine maintenance service via the BGEHOME.com website in the Spring of 2022 (May) and I was given an appointment for Wednesday, September 14, 2022. I received the following confirmation on Tues, May 31 at 4:17 PM. Confirmation Number: ***. The technician came to my property and went into the attic for about 10 minutes in the bedroom/office. Then he came downstairs and told me that the motor for the fan was not changing between the Low and High settings. He offered to replace the motor in the fan, which would resolve that problem and a new thermostat that was covered under the service agreement. He then checked the condenser units outside. The technician was doing work, and I could hear him. I heard a loud thump and immediately the technician cursed out loud, "G*** Damn!" I discovered after the technician left, the ladder leading to the attic down and the light was left on. He had left in a rush. I called BGE the next morning on September 15, 2022, and I reported that my condenser unit for the upper level was no longer working after the routine maintenance. They sent out 2 more techs to my property (Ed Al*** and Supervisor Steve) They went to the thermostat to retrieve the error codes from the panel. Ed said the tech was getting the error codes-System malfunctioning" when he was at my home yesterday. Steve suggested they go outside, and I followed the men outside to discover that one of my condenser units had slid off the brackets and was on the ground. Steve hoisted the unit up and asked me to get a brick to hold it up. They informed me that my compressor had died. Later that evening, a manager at BGE called me and said that it was all a coincidence that my unit stopped working after his technician came to my home. No one has contacted me from Constellation Home/BGE since.

I have had a BGE Home service contract for years. After they repeatedly failed to live up to their end of the bargain, I called to cancel the contract on July 30. The representative on the phone said I needed to speak with someone that would try to address my concerns. I let her know there was nothing they could say and I wanted to cancel my service agreement with them, as I'm permitted by the agreement itself. She couldn't get the "save team" on the phone and indicated it would be canceled. Then, I received the August Bill from BGE (not BGE Home, they actually bill through the Regulated Utility). I called BGE Home again and let them know it should have been canceled. They could see that in their system and weren't sure why it wasn't canceled, but I was billed another $43 for their services. They again assured me it would be cancelled. When it wasn't canceled in September, I again had to pay the $43. I used their online chat feature and they assured me it was cancelled. It wasn't. I called BGE (regulated utility) and let them know of the billing dispute. They claimed that they weren't affiliated. I asked then why in the world are they the ones billing me. I let them know I canceled the service agreement and I wasn't going to pay that portion of the bill and asked that they stop billing me for BGE Home. The representative said if I didn't pay the bill, they would send me to collections and turn off my power. Thus, BGE, a regulated utility, is essentially functioning as the enforcement arm of BGE Home, and commingling business practices. This is not only deceptive (to say they're separate), it also points to an organized collusion to bilk consumers out of funds. I am considering speaking with a class action attorney regarding RICO causes of action in this regard. After the BGE rep said they wouldn't stop billing me and I needed to contact BGE Home, I again did this in late September. The rep on the phone was very nice and let me know she's been fielding multiple

I am having difficulties getting repairs done to my outside Heating System to replace a defroster for over a few weeks, The onset called was January 11, 2022. I have been calling BgeHome everyday to get someone to make repairs. The parts were ordered. The technician called to setup an appointment on Jan 17th just to cancel a few minutes prior to the arrival of the technician due to loss part. and they couldn't find part, so they needed to reorder the part again, They have called to schedule and cancel a few times. In the process, I have been calling and experiencing a run around. A follow up phone was done on Friday by Technician Manager on January 21st and to see if I will be available on Saturday and answer was 'yes'. An appointment was made for Saturday, and a few minutes later they called me back to cancel the appointment again, because the part wasn't there. The record shows part is not due until Monday, 24th by 3:30pm. Days went by, I have checked back on Monday 24th a few times, and have spoken with someone in Customer Loyalty Department, Part Department, Customer Support as well as Billing for the status with long wait time on the phone. They've have verified the record indicates the part was due on Monday, June 24th, and that they'll reach out to Part Department to locate part and some will call me back. No callback was made, so I called on Tuesday, Jan 25th to check the status again. The same run around again with the no part available and schedule appointment with repairs. In the meantime, they had set my unit inside to emergency heat, since January 11th without my permission, which makes my unit work much harder and increase my electrical bill, once BGE read my meter for the month of January based Analysis usage. Also, they gave me two heaters to heat, which will be non-effective to heat the entire single family home if I choose to deactivate emergency heating system to have a cold house, and it may affect my indoor pipes of bursting. No repair as of yet

My furnace stopped working on 1/23 my wife called BGE Home to come out and repair it as of today we still have no heat and no contact from BGEHome On 1/23 our furnace stopped working we called BGE Home to come out to repair it (we have a BGE Home service contract on the furnace contract #***) on 1/24 a service tech from BGE Home came out and checked the furnace and said the circuit board was bad and he would have to order the part overnight and they would contact us when the part came in. Well on 1/30 a week later BGE Home called and told us the part was in and they wanted to come out the next day to install it, we had plans to go out of town so we ask them to come out the next Tuesday 2/4 and they did. The tech who was very nice installed the parts and told me that he the furnace was still not working he taught the new part was bad but to be sure he had another tech come out that same day to reassure him that he was correct in his findings, the other tech agreed and they said they would order another same part and would contact us when it came in (OVERNIGHT). Well on the next day BGE Home called again and wanted to send a senor tech out to look over the problem 2/5, two techs came out on that day and tried installing a part but it still did not work, the senior tech said he would order another part but maybe I should consider replacing the complete furnace and we agreed to get a estimate from BGE Home for a replacement furnace, almost $6,000.00 for a new furnace we decided not to replace it but t fix it. The furnace is 14 years old and based on what one of the BGE techs told me the average life of a furnace is 20 to 25 years. Now we have not heard anything from BGE Home since 2/5 when we were told the part was ordered weather we decided to replace the furnace or not, I called 3 time get promises that someone will call back but no one has returned my and my wife calls. IT'S BEEN THREE WEEKS WITHOUT HEAT PLEASE HELP US ASAP ALL I WANT IS MY HEAT. THANK YOU IN ADVANCE

Service contract in place but technician scheduled doesn't arrive or call I have had a service contract, Smart Home Comfort Plan, for several years in which an annual checkup of either furnace or A/C unit is performed. With scheduling I was informed that technician will call 30 minutes prior to arrival to confirm visit. On 10/27 technician was scheduled to arrive between 08:00 and 12:00. At approximately 09:30 I received a call but was not able to respond , no one answered. I immediately called back but the voice mail on the number stated it was a federal agency associated with fraud. Obviously I did not leave a message but called BGE Home. I was told the technician would be there at the designated time. The customer service representative said she would contact the technician. At 12: 00 I called back and was told the same, that a technician would arrive as they are on the job until they complete all of their listed tasks. At 4:30 I called for the third time and again received the same response. At this time I requested to speak with a supervisor but was told they were busy but that a message could be sent to have a supervisor call me back. I inquired if a message could be sent to the technician to make sure they would still be coming but was told this was not possible. I doubt this as in an earlier visit there was an error in cell phone number and was told they could get a message to the technician. As of today no call from BGE Home. Interestingly this same thing happened a few years ago as the technician said they called but I never received one. So another instance where I waited the entire day with a no show from BGE Home and had to reschedule an appointment. Also there are numerous notifications that BGE Home is not the same as out utility BGE. But why do I pay for this plan on my BGE bill if these are 2 separate entities? Lastly as a senior citizen I feel this company is exploiting consumers like myself who have these service contracts to try and minimize costs. FYI...I am going to call and cancel this service contract tomorrow.

Main Point: I am not able to make a One-Time Payment as a Guest I am not able to set up recurring payments online Today [protected]), I have already spent about 2 hours waiting on the phone for the Constellation Energy billing department. No one has picked up the phone yet. During the past five years, a payment of $9.90 was automatically deducted from my Wells Fargo Checking Account. Without any notification, your company stopped drafting the autopay. Yesterday [protected]), I got a bill due of $29.70. The bill does not say which month's payments are due. It only says, "Recent updates to our systems may have resulted in a pause in our billing). It says the Current charges are MAIN LINE SEWER $14.85 MAIN LINE WATER $14.85 My monthly payment should be $9.90 and not $14.95. You have made the following errors that have wasted my time and energy. Inaccurate information # 1 CONSTELLATION ENERGY BILLING PHONE NUMBER You say in the paper bill to call customer service at [protected] if I have questions. When I call your customer service line at [protected], it prompts me to press 3 for billing questions. I pushed three and waited for more than 30 minutes. After 30 minutes, a genuinely lovely customer service representative named Melissa picked up the phone and told me for billing, I needed to call a different number [protected]. She said to set up auto-pay, someone from the billing department must manually help me set up autopay. She transferred me to the billing department. I have been waiting for more than one hr. 10 minutes for someone from the billing department to answer the call. No one answered, so I hung up after about 1hr 10 minutes. Inaccurate information # 2: Constellation Energy's payment website does not allow me to make a one-time payment. I got tired of listening to the telephone prompt asking me to "go online at If you need to make your constellation energy home bill visit our website at ***, you can make a one-time payment or set up a recurring payment" I went online, to the Pay My Bill Portal, entered my account number; zip code multiple times and I get the error messages below. What I need: I want to know why my payment has increased by over 50% from 9.90 per month to $14.85 per month with no prior notifications. Why did you abruptly stop taking my auto-payment without any notice?

Lack of response and misinformation with regard to signing up for a home warranty plan and as well as misinformation on the day of my appointment. I called BGE Home the middle of June, around the 15th and signed up for a BGE home plan for my kitchen. I was told that day that i could call back in a week when our plan was in the system, and schedule an appointment for the end of the 30 waiting period that had to pass before being able to schedule. 1 week later i call back and i am now told that no, i cannot schedule an appointment until the full 30 days had passed. I asked for a supervisor to call me, i was told that 1 would call me back, 2 days later i had to call back in and later that day i received a callback from a supervisor apologizing for the misinformation and she honored an earlier appointment request so that i did not have to wait another 2 weeks for an appointment. My appointment comes and goes, part for my dishwasher was ordered, i called back to schedule an appointment and as offered August 3rd. Confirmation email stated arrival between 8:00am and 10:30pm, odd, a 14.5 hour timeframe. The morning of August 3rd, i have a missed call just after 10am. I am a virtual trainer and cannot answer my phone while i am training a class. I call right back, 30 minutes later while my class is on break, after waiting 35 minutes, we get someone on the line, they get a hold of dispatch and we are told "they were able to put the job back on schedule" assuming we were taken off because i was unable to answer the phone? 4:55pm we call back again, still no tech, 20 minute wait, and then "again" we are told, yes your job is still scheduled and he will work all of his jobs until he is done. ok, fine. 8:55pm, still no tech, 3rd call to BGE Home this day, now all of a sudden my job is cancelled... i was told because of the storms, i replied, "i'm standing outside, it is not raining" so after 2 phone calls confirming the appointment, and 13 hours of waiting, my job was cancelled and no one bothered to call and tell me by 9pm at night? the next appointment offered was 3 days out on Thursday August 6th. i asked to speak to a supervisor as this was completely unacceptable. after 3 failed attempts at "reaching a supervisor" i was told by Ray at extension 5212, that a supervisor wold be calling me back tomorrow morning (8/4). we are now approaching 2 months without a working dishwasher, all the while we are being charged for a service plan when we have barely received any type of service. I am more upset that a company can make you wait over 13 hours and then pull the plug on you without any warning what so ever, especially after 2 calls were made prior, hours apart, and we were told both times that our job was still scheduled and on the techs route.

I had stove gas leak BGE Home Warranty skipped my appointment and lied to me that my tenant and I didn't answer the call. We didn't get any calls. Service Address: ***, Baltimore, MD 21207 Account Number: *** Issue: Stove with Gas leak when turning on. Promise at sign up: When I signed up for BGE Home whole house plan over 1 year ago I was told that they provide 24-hour service turn around. On Jan 28th, I called BGE HOME they setup service appointment for Feb 5,2020 12pm-10.30pm for Range/over gas stove. I Provided 2 phone numbers 1st my Cell and 2nd my Tennent Ms. because I know BGE home techs do not come if we don't answer the phone and call them back within few minutes. Feb 5, 2020 at 3.10pm My tenant and I didn't get any phone call, nor we missed any calls but we both received a voice mail from BGE service center that the tech missed me for service feel free to call center and provided the phone number. I call my tenant and asked if she missed any calls she said she is waiting all day by her phone with her family, but no one came, and no one called but she just had received a voice mail from BGE home service that "they missed us for service". Around 3.16pm six minutes after the voice mail I called BGE HOME service center and told them that My tenant and I both received your message, but no one called us. None of your repair men called and its only few minutes since your message so please call your repair men and have them come back to my house. Person on the phone said that sorry but you missed your appointment. I asked her how to do I missed it if no one called me or my tenant? only phone number on our phones is your Service Center No other calls came in last 3 hours. I am calling you now to tell you on one called but she said it's on our computer that the repair man said no one answer the phone so they moved to next job. I said I am willing to send your screen shot or show you my phone call log of my phone right now. She couldn't do anything. She was giving me new appointment next appointment for Feb 13 from 12pm to 10.30pm. I told her that I have 24-hour service contract she told me its only for them to answer the service phone calls not to provide service. 3.30pm I called different company "BGE gas and Electric" and service man told us that stove is leaking gas and its dangerous, so he had to shut off GAS for entire house. We have GAS water heater, HEAT for the house all were turned on on 35-degree freezing day. 6.00 pm I purchased a new gas stove and gas pipe and requested the manager to have it install so we can get the heat turned back on. Cost $424.00 7.30 My handy man Mr. met the people from appliance store and helped them install the stove cost $100.00 7.30pm Gas stove was replaced and new was installed but they did not turn on the GAS because it was not part of their job. I called BGE gas and electric they said they only come to check but not service, so I had to get certified plumber to turn the gas back on. My tenant spent the night at her relative's house. Feb 6, 2020 I hired First Choice Plumbing came to turn on the gas. Cost $150.00 Total cost: $674.00

BGE Home billed for services under BGE utility. I was not aware I was being billed nor under an active contract. I am requesting a full refund. I am respectfully requesting a full refund of BGE Home (warranty) contract payments that have been billed under contract # ***. I requested documentation history of my BGE utility (gas/electric) bills after suspecting for some time they were incorrect. After a follow up phone call, I learned that BGE Home was being billed within my BGE utility bill, unbeknownst to me. This was a surprise for 2 reasons. 1) I requested cancellation of the warranty almost immediately after initiation of the service plan; 2) I believed I had a cancelled contract and 3) more importantly, I was never made aware that I would be billed by BGE Home warranty within the BGE utility bill. Further, I remember being advised and reading repeatedly that "BGE Home is not the same company as BGE, a regulated utility". Therefore, I had reasonable belief that if I had an active BGE Home contract I would receive billing notifications or some sort of communication from the company. Had I received such, I would have set up an automatic bank payment with BGE Home, as I do with all my other bills. As an example, I had a payment plan already set up with BGE utility monthly. I did not have an expectation that these two separate companies would bill together. I have had no success relating these concerns through the traditional customer service avenue. I had no problem with the phone representatives and I understand the limitations due to Covid 19, but (1) the wait times were ridiculously long, (2) I received repeated promises of a return call from J.P., (3) later I was told J. P. was no longer the manager who would make contact, then finally (4) after being connected to J.P. I did not have my concerns addressed. An appointment was set up which never occurred. BGE Home contacts made are as follows: 6/10 call to BGE for a review of my billing. I was referred to BGE Home to cancel the warranty contract. 6/10 call to BGE Home to cancel the warranty. In addition, I was advised I would receive a call from management (never happened). I was provided with a contract number. 6/12 call to BGE Home x 2 (30 min hold). I found only 1 contract was canceled. 6/15 call to BGE Home x 4 (15 min- 45 min hold) to ensure all contracts was canceled. 6/18 (18 min hold) ... wait for managers return call continued. 6/22 call to BGE Home x 2 (25 min hold) ... wait for managers return call continued. 6/23 call to BGE Home x 3 (24 min- 26 min hold) ... wait for managers return call continued. During another call in to BGE Home, after 6 pm, waited and finally spoke with J.P.. An appointment was made with J.P. (who was to call me on 6/24 at 3 PM to review audio of my past phone calls and obtain copies of documents indicating I was made fully aware of BGE / BGE Home co-billing. Never received a call back. Never received a voice mail message. On or around July I3, 2020, I mailed letters to: Tamla O, President/CEO BGE Home & Constellation Home Dawn C, VP John P, VP P.O. Box 1475 Baltimore MD [protected]-A Tangier Drive Baltimore, MD 21228 Middle River, MD [protected] I have had no response to my letters as of 8/14.

BGE, Homes, is awful. I called them to replace my Hot Water Heater. The rep. asked for the manufacturer serial and model # of my current water heater and promised he'll send an exact match to replace the one that was leaking. I felt confident that I would have the same replacement. I was at work and my sister was at the house and I received a call from the customers service stating that they brought the wrong appliance and that what I really needed was a power vent water heater, and that it will cost me an additional $800. I felt like it was a bait and switch, but I reluctantly said ok because they had already started the job and I needed a working water heater. My sister said the contractor told her that he'd have to turn off everything that is connected to the the water and that he had to used my sump pump to drain the water from the old tank. He did a hurried job stating that he had a lot more jobs to do that day, and left. A week later, it rained and my basement began to flood. I checked the basement where the water heater was and noticed that my sump pump was unplugged and the cord was wrapped around and hanging over the pipe of the sump pump. I've never had any reason to unplug my sump pump, and why would I? It then dawned on my that the only person who tampered with my sump pump was the contractor from BGE Home. I called BGE home explaining my issue and that I needed someone to come immediately to plug back in my sump pump to avoid the water to rise any longer, I was afraid to plug it back in as I was standing in water. I was told that I would be put on the priority list and they would send out their plumber to assess the issue and get back with me. That was about 8:30am, no one came until I had called 5 times, and kept getting promises that plumber would come along with a remediation company. It was 6 hours later that plumber showed up plugged back kin the sump pump and assess the problem. He stated that indeed the water was because of the unplugged sump pump. Within 30 minutes a remediation company came and put down power fans to dry up the water and left them there for 3 days. BGE Homes Rep. manager Chris called and said that their contractor used the sump pump but did not unplug it. We both disagreed and he abruptly said that as a courtesy, they will continue with the drying up but that's all. The remediation company said they'll put the dryers out for 3 days and return to do the remediation in 3 days. Instead the came and sent one guy to just pick up the fans,he and said that they will not do any remediation. When I told BGE this, they said their contractor did nothing wrong and dismissed me. Frustrated and feeling I had no where or no one to turn to I felt helpless and wanted to give up. Then a few days later I found mold in my basement due to lack of remediation. To add insult to injury, the Howard County inspection department came out to inspect the work done a week later, as is the normal course of action for installment of appliances in the county, the inspector condemned the job the installer did stating the job was done incorrectly and left a 'Red Tag' at my home stating 'REJECTED'. I called BGE Homes to explain what the Howard County inspector said and spoke to a manager and I was told the install manager will call me and no one ever did. Enough is enough BGE Homes. Shame on you, this is not the end, I promise! Product_Or_Service: Water heater

Failure to provide service per the Smart Home agreement signed with them in 2008 and maintained since. I've been enrolled with BGEHome (BGEH) since 2008, and upgraded to a 'Whole House Plan' in approximately 2015. "Member benefits include: Priority Service,as a Smart Service customer, Annual efficiency tune-up of Heating/AC equipment (HVAC), you have top priority...priority service scheduling when you need it the most,Our focus will remain on your utmost satisfaction." On 2/28, I received an email from BGEH informing me to schedule my included annual HVAC inspection, and I responded via email the same day for the service on 3/17, Confirmation #***. On 3/16, I received an email from BGEH changing my inspection to 3/29, without any coordination with me. On 3/27, I received an email from BGEH informing me my appointment was cancelled. I realize this is due to the COVID virus concerns and I fully supported their concern of a technician visiting a home if not urgent and I had no qualms about the cancellation then. I've called BGEH nearly every week beginning in May to request my included annual inspection and am told each time that the service is not being scheduled at this time, and lately, that 'it should be soon.' I've recently received a contract to sell my home, and the prospective buyer had the home inspected by a certified inspector. One of the five mandatory things to be fixed prior to the contract being completed is an inspection of the HVAC system. I have a copy of the Maryland Realtors Property Inspections Notice, dated 6/17, that I would be happy to share with BGEH to verify my urgency in this matter. On 6/18, approximately 11:00 a.m., I contacted the BGEH number on my Whole House Coverage plan, [protected], and spoke to an 'Amy'. I explained my need for an inspection, and the criticality of time and contract to do so, but was honest that my equipment was currently operational. 'Amy' informed me that the inspections were still not being conducted but would send an email to her supervisor to call me prior to the close of business (COB) this day. I never received a call. I followed up at the COB with an email via the BGE website and have received no response. On 6/19, at approximately 11:00 a.m., I again called the BGEH number, spoke to a 'Becca', explained the previous days commitment to call me, and my situation. She informed me she would send an email to her supervisor marked 'urgent' and I would get a call prior to the COB. I did not receive a call. At this point I'm very disgusted with the BGEH management. 'Amy', 'Becca', and every other customer service representative, as well as every single technician that has ever visited my home in the 13 years I've had a contract were pleasant and professional. I do not appreciate the lack of respect.of supervisors not calling me back and providing me with a service date. For several years I have been paying $85 a month ($1020/yr) for my BGEH Service Plan, and am furious with the lack of response, particularly since the State of Maryland has lessened business restrictions, and BGEH technicians have been visiting homes every day for HVAC problems since the summer heat has started. I am very appreciative of the Complaintsboard.com that acts to support consumers with complaints against non-responsive businesses like BGEH that are not honoring the agreement/contract I've had for 13 years. I'm requesting BGEH immediately schedule a service call to my home for the required annual HVAC inspection so as not to affect the sale of my home. I should not have to pay another company several hundred dollars to come out and do what I've already paid BGEH for. Thank you in advance

Receiving billing statements from BGE Home of a 2 year service agreement. Have spoken to several staff members of BGE Home about the issue. On October 19 I signed a installment agreement with BGE Home Products & Services, LLC., for a new *** heat pump and blower system. The model numbers are Heat pump ***, Air handler ***, Electric heater *** and Thermostat ***. November 2 my unit was installed. Total payment for unit and installation $5,903.00. Around the middle of 2018 I started receiving mail from BGE Home. I disregarded the mail, I was at that time considering to put my house on the market for sale. It wasn't until October 19 I opened the mail and saw that it was a bill for $366.90 and another statement BGE Home sent to renew for a third year service contract in the amount of $190.95. The account number for the billing statements is ***. I called BGE Home on October 19 but was unable to speak with anyone. I called again on October 20 at 10:18am and spoke with a staff representative named Mia, I asked Mia why am I receiving the billing statements from BGE Home. Mia said they were for a 2 year service agreement. I said "what service agreement". Mia said that when I signed my installment agreement I also agreed to an additional 2 year service agreement. I looked at may installment agreement and saw in small print that the 2 yrs was hand written on the agreement. I said to Mia that I do not recall seeing that on my agreement at the time all was finalized and for all I know, it could have been hand written in after the fact. I said to Mia that if I had agreed to the extended program I would have put my initials beside it and I said to Mia furthermore why would I agree to an extension when I have a home warranty for my home and I was at that time in [protected] was considering putting my house on the market. The new statement BGE Home statement to me, I said to Mia to cancel it and that I am not interested. Mia than transferred me to billing department, there is when I spoke with Teresa, I stated everything to Teresa as I did to Mia. Teresa at that time cancelled out the 3rd year service extension and gave me her employee number *** and the confirmation number. It was at that time Teresa had transfer me to the collections department. I was upset about that, but was told the collections department is their in-house collections. Once transferred to their collections dept., I spoke with Sabrina, and I stated everything to her and requested to speak with a manager. Sabrina said they had a few manager and she can transfer the info to a manager. Sabrina said someone will contact me with 5 business days. On October 28 @ 2:36pm, I called and asked for Sabrina but she was not available. I than asked to speak with a manager, I was put on hold. A staff member answered the phone, I asked was she a manager, she said no, her name was Dawn, I asked Dawn could I speak with a manager she tried to put me on hold but said that she could not put me on hold to transfer the call because her phone is giving her an error code. I stated all my concerns to Dawn as I did the others. Dawn said she can see in the system all the notes that Sabrina left. I asked if they received the latest statement for the 3rd year service that I returned to BGE Home with the "No", I don't want your service all over the statement, she said yes. Dawn said she will reach out to a manager and call me back. Dawn called back @ 2:49pm and stated that nothing was forwarded or done by a manager from the 1st time I called on October 19. I said to Dawn that I am disputing the billing statements. Dawn than transferred me to Kayla, a supervisor/team leader. After explaining everything to Kayla, she said they are waiting for the a copy of the agreement from the sales team to authorized any change. Kayla said she will contact me by COB on Friday October 30. I have yet to receive a call back, but I did receive another statement for $366.90.