Absolutely horrible service. Two days in a row they gave me a 10 hour window and when I did not pick up the phone immediately ( I was on another call) they cancelled and told me to reschedule. Wasting my time is fine with them -- but not waste a technician's time by making a second call. BGE's attitude is: we'll give you a ten hour window and you must carry your phone around with you every minute and answer it immediately or we will cancel and reschedule. Stay away from these people! read more

While renovating my basement I decided to replace my gas furnace and electric ac unit. John was very prompt at the estimate walk through and took the time to answer my questions via email and text once he had submitted the proposal. A small delay occurred in the actual install which was caused by the manufacturer, but the technicians called during their service date window and arrived promptly. Saidu and Monty took care with the floors, walls, and ceiling of the work area, as well as my yard, and they wore booties when having to come into other parts of my home. They followed Covid-19 protocols and wore masks the entire time they were working, more than 7 hours. They took the time to answer my questions and helped me understand more about the system. I appreciate all who have helped me with this job and recommend them for installations. read more

I have had a service contract on my water heater and furnace with BGE Home (now Constellation Home) for over 20 years. My heater stopped working. A service person came to my home to investigate the problem. He said that the overflow tank on my water heater leaked and created a flood which affected my furnace. He turned off the hot water to stop the leak and arranged for a plumber to come the next day to replace the water heater part. So far so good. The plumber completed the work and then told me that I owed $450. First of all, I should be informed before the work is done regarding the cost. Secondly, I am only getting 10% or 15% discount on the work (I get inconsistent explanations from different people I talk to). I am sure that I could save that much just by shopping around for estimates for the work. I have a crawl space and the repair person tracked dirt all over my home. To add insult to injury, now I have no hot water and I had to call again to have someone from Constellation Home come to my house again. On the bright side, after the leak stopped and dried up, my heat works now. I did miss out on the $40 savings on a new furnace. I never had an issue with BGE Home; but Constellation Home sucks. read more

Now Constellation Home -- requested a free estimate for 2 exterior doors. Had to call a 2nd time to learn if someone came out. The estimate was not provided until after I called again the following week. We get the estimate with a link for terms associated with the door manufacturer. We were not told the link also contained a HUGE catalog of choices. The rep expects us to sift through the HUGE catalog of choices to pick something else, when the rep already provided an estimate choosing his own preference. This seems backwards. We informed the rep before the appointment that we only wanted products lower end in pricing. We don't undersdtand why the rep made no effort to send us a link that would easily show lower price choices before the estimate got developed. That would seem to be logical to us. We provided comments on the estimate received. Have heard nothing back. Also, wanted to speak with a supervisor regarding our experience by sending a message on the Constellation website. Again, heard nothing back. POOR, POOR, POOR .... INDIFFERENT CUSTOMER CARE! read more

Came out faster to fix our washer than our heat. Called this morning to let them no we have no heat, told me first available appointment would be Tuesday and it's Saturday I said it's 14 degrees and have 2 small kids isn't this a emergency She all of our calls our emergency I hung up I pay them monthly thinking I would have no worries read more

I would rate it a zero but I had to give a one. I had the worst experience with BGE Home last night the person was Rude, unpfessional and worst of all he was very prejudice I'm not happy with the service that was provided after all of this my A/C is still not fixed read more

Very frustrated for my 80 year old In-laws who have been waiting on BGE Home to return and repair their central air. It's now been 10 days without CAC, and this is with a service contract. What service?? Very little communication, and frankly, if an elderly customer in this position, in this level of heat, was "waiting for a part" and "waiting for a service appointment", for 10 days, you may have taken another extra step of service for them. Especially the elderly with health issues --possibly bring them a plug in room CAC to borrow, while they are waiting on "your part" and their service contract to be put into action. Needless to say, I will not be calling you and will not be recommending you. Its only fair to mention, this review is directed at the Baltimore BGE Home. And is not a reflection on any other locations. read more

Called to get an appointment for a free estimate for a new heat pump. It took three emails and 2 phone calls just to get to the right person. The information I provided on the email exchange was not passed along to the person who ended up calling to arrange an appointment, so we had to go through all of the phone number exchanges again... The person who called to arrange the appointment gave me an appointment 1.5 weeks away. They won't come out on Saturday for a free estimate, and they seem to be all booked up for early morning appointments. Since I work 9-5 and live 25 miles from work, coming home at 12:15 for a free estimate did not seem like a very conscientious thing to do. I'll update after I get as far as the free estimate, but so far, I would rather just go with one of the two estimates we already have. read more

scam- was told I was automatically signed up for a service plan and they just started charging me hundreds of dollars. Total scam

Our Aprilaire home furnace humidifier was not working and our home humidity level was dropping to a low 30% level. BGE HOME tech John Orrson arrived and in 5 minutes diagnosed the problem as being with the thermostat setting. John is very professional and explains everything thoroughly. He has visited our home before for a different issue years ago and we would be glad to have him back anytime we need BGE HOME. read more

BGE Home Surgeguard contract -- We had the Surgeguard protector installed on our electric meter about 25 years ago. BGE has charged $6.31 per month, $1,900.00 in total, over all those years. They have never inspected or tested the unit. I just called, and asked them to do that. They want to charge me $99.95 to inspect it. I would think they would do that proactively, but no. Another example of poor customer service. read more

The customer service skills in the billing department is horrible. They are rude and have almost no patience and constantly say " well I am trying to help you" Helping me is taking care of a problem that they created on the first call. This is my 3rd call regarding a bill and no one has been able to assist me yet and when you ask for a supervisor you get " well I am the supervisor" BGE home you must be better and while I like working with the actual contractors that come out I HATE having to call in because I get people who do not know how to use superb phone etiquette. read more

I scheduled a water heater to be installed no interest pay for 6 months. The account was charged (2) weeks prior to installation. It turned out I did not need a water heater my controls had been turned down the water was not heating. It has been (2) months and counting I still do not have a refund for the water heater. The bank (Wells Fargo) says to deal with BGEHome and BGEHome says it will take seven days. Still no refund. read more

I'm on week three waiting for our dry to be fixed. Since the initial phone call when i told them what the error code was on my dryer, I waited 2 weeks for the repairman to come. When he got there he looked at the dryer and said they had to order the part. It would take 3-4 days. then the schedule the the time to put the part in two weeks later. Why wouldn't they pre-order the part if the error code was told to them. I could have just bought a new dryer with what i spent on this plan. read more

We had a terrible experience in working with BGE Home. We have a service plan that includes an annual HVAC inspection. The HVAC worked just fine until they did the work. The tech stated the system was in good shape. It broke down within 4 hours of the inspection. Although it was promised, we never saw the report on what he found. Couldn't get any info from the people taking calls. They stated "we just answer the phones and pass along the information". Three days later a 2nd technician came out. He found multiple items that needed to be fixed. Stated that after his work, the system was fixed. It broke the next day. Again, no report on what was done. A 3rd tech was supposed to come the next day and failed to show. We are now waiting for another tech with the absurd window of any time between 730AM and 9PM. Can't get in touch with anyone to even confirm that window is accurate. So now we are on Day 8 of running on auxiliary heat. It's obvious the service plan means nothing. Avoid these people. read more

BGE had a technician coming to my house at 9:30 pm !! That is way too late to be scheduling a service, and these techs shouldn't even be allowed to work this late! read more

I have been waiting for a service call all day!!!! Was told that the tech will call between 12:30 and 10:30 P.M. We have been without a/c since Saturday. This is not good service. When calling for an update all we get is music. Tell me I should keep this plan!!! read more

We have had a service agreement with BGE Home for a couple of years. This summer we needed a new heat pump and this company - while saying they were giving us a "discount" - actually quoted over $500.00 more than another company for the same unit. In addition, BGE Home was not going to have the heat pump available for 2 weeks during the hottest time of the year. The other company installed our new heat pump the next day. Now, my washing machine has broken - on a Tuesday - and the repairman is not available until next Monday. So - BGE Home can take me off their customer list. In my opinion, BGE Home is a terrible company that clearly has no concept of quality customer service read more

My 5 year old Samsung dryer drum stop turning and you could only move it in one direction with your hand. I have many warranty plans with BGE Home but not for washer and Dryer. Called BGE Home and they came out the next day. Was surprised about that. Can't remember the gentlemen's name that came out but he was down in my laundry room for about 5 to 10 minutes and said I hear the humming noise and it's your motor. He said he will go out to his vehicle and come back with an estimate. He came back with an estimate of over $435. I said I could almost buy a new one for that price. So he said he ordered the part. After 2 to 3 days I looked up prices of the motor and found one for $118 (When I got it there was a receipt on the box I think was not meant to be in there. did not have my name on it and showed $68. That's another story. So I called BGE Home and asked how did the guy who came out really know it was the motor? He did not take any sides or anything off the unit to see if it was really the motor. I asked for a better price and could not get one even though I have been using them for about 10 years. I cancelled the order through BGE Home and ordered the other motor. when the motor came in I looked up on you tube how to change it and it did not look difficult. So I started the project. I got the top and front off and then saw a sock was jamming the little fan that blows air out and is controlled by the motor which makes the drum turn NOT turn. If the technician did this from the beginning he would have found this. So After I removed the sock I decide not to change the motor. I put it back together and WA LA! it worked wonderfully. I gave it 2 stars because they have done other work that has been okay. I am thinking of cancelling all my warranties when they expire in June and going with someone else. read more

BGE home is great in theory but not so great in practice. The technicians and the customer service agents are usually very kind, but not always competent, and the system is entirely flawed. This will be the third time I have to have my washing machine fixed by them, including the first initial breaking. BGE home has had to come out to fix it, the initial appointment takes at least a month for them to come out to look at it despite sometimes error codes being provided, and then they have to order the parts and you have to wait until the part is in to make an additional appointment, that again takes at least a month after however long it took for the parts come in, even up to two. And I have had multiple instances where the technicians didn't note in their initial notes that it was a two person job, so the one individual would come out with the part and would have to leave and come back (of course yet another month). I just had a technician come out to fix my ice machine, he thought that it was a blockage in the waterline and moved the fridge to remedy that, and mentioned that if we didn't have ice by the next day that he would call to check and come back to replace it, he made it sound so simple, but I've discovered unfortunately that it was not. I never received a call from him, and so I called BGE home myself and not only will I have to wait another month for a technician to come out, but they won't even be able to fix it that day because there's no note of the make or model so they won't have the replacement part, so it's essentially just a repeat of the appointment that was on Monday and I will have to wait I'm sure at least another month (at least three months total) for a simple replacement ice maker. We've had a functioning washing machine probably 3 months or less in the last year, largely in part to the inefficiency and wait times. I've had the policy for two years, and honestly I can't see myself renewing. read more

The only reason this didn't get the 5th star was the excessive time it took to get the job going. First, a week plus to get a guy to inspect the central air system. Then what would have been another week to get an estimator. That is until I told the estimator if he wanted the job, he had 2 days to do the estimate. After that, clear sailing. Professional estimate, computer generated with 3 options, all reasonable. Within 3 days 2 guys installed a new $7000 TRANE central air system in 5 hours. Just be prepared start early the day of the install. These guys arrive between 7:30 and 8 am. I hadn't paid one dime before they installed it. BGE Home has fantastic financing options for people with good credit. read more

We had them install a standby generator for our house and they did an amazing job. From our first meeting with them they were clear on how the job would go, what the costs would be and when they could start. We were very impressed with the team that showed up to do the work and the way they all coordinated with one another. The three day process was seamless. Inspections were arranged at our convenience and went smoothly. When all was finished they spent a half hour running through the operation of the generator and what I needed to be aware of. Their work inside the house was neat and clean, requiring very little cleanup from us. read more

The worst service! No one is available for weeks. We have only called twice and each time it has been beyond unsatisfactory. The phone representatives are rude and there are no service technicians. We have had to resort to calling other reputable service providers. This is fraudulent scam not a home services provider read more

So our salesperson Larry was incredible from start to finish and did not try to sell us more than we needed when we needed a new indoor and outdoor AC/heating unit. Since having it installed less than two years ago, it is almost impossible to even have BGE home come for just regular maintenance let alone for a real emergency. Currently our air has been running NON STOP ALL DAY and it is only getting hotter in here. We are currently at 80 degrees. When we called a MONTH AND A HALF AGO to just have routine maintenance performed, they scheduled us for this Wednesday. Maybe if they had come in a timely fashion, this wouldn't have happened. When we called to ask if they could come early given that it is broken AGAIN, we were told "nope, sorry....Wednesday is the earliest". This is the THIRD time this has happened with a unit that is less than two years old. Totally unacceptable. We will not be renewing our service plan with them and will return to a place with much better customer service. Do yourself a favor and go elsewhere. read more

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. read more

hello, I called in service at bge home at 7am on 12-29-17, i was told that i would have a service tech out after 12pm same day to look at my water heater. its now going on 12 hrs, no hot water no service tech, when i called to check status on tech, i was told the window is 4 to 8pm. Really? we have so many options for reliable maintenance on appliances and i honestly made the mistake of calling bge home. Never again! I would highly recommend using someone other than bge home. If i would have been told the time frame at 7am, i would have went somewhere else and i would not be writing this letter. read more

My experience with BGE Home customer service call center still stands. However, to try to get resolution, I decided to call BGE Home billing. They were able to answer my questions and were quick about it. In better understanding the service contracts I had on my second property, I was able to downgrade one contract and eliminate another saving me $225 per year. If BGE Home had not frustrated me so much, I would have never dug further into details. I'm better off and they lost business. Stay away from pushing #4 button on the BGE Home call in menu. It gets you to customer service call in and they probably won't help you. read more

We wait days/ weeks for a repair person to come to house. Then several more weeks for part they order to be in. Repairs are always long drawn out waiting periods and time off work for hearing the same "we have to order the part" . Two months for ice maker in frig and still waiting. read more

Excellent service. Diagnosed issue quickly and replaced fan motor on inside heating unit. Darren was extremely professional and recommended Smart Service for protection on future system breakdowns which we signed up for based on his recommendation. read more

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'. Enough is enough BGE Homes. Shame on you, this is not the end, I promise! read more

Every repair my home has needed BGE Home has been able to repair. I've had a couple of other home warranty services and none of them compare to the outstanding service I receive through BGE. I'm so glad I decided to have BGE as my home warranty provider. read more

In 2015 I had all of my windows replaced by BGE Home. At that time I was assured that I had a life time warranty for all parts and labor even including broken glass. In 2021 I accidentally discovered a hole in the frame of the bedroom window. The hole was very close to the edge so it was not very visible. There were small cracks and rust around the hole. I contacted BGE Home and sent out a tech who ruled out that this damage most likely occurred during the installation as a result of a metal piece (possibly a screw) being trapped within the frame and forced through the frame. He said that it was impossible to fix this damage and the hole window would need to be replaced. Then weeks passed with no updates. Finally, I was contacted by BGE Home and told that I would be charged $150.00 for the repairs. I argued that this damaged was caused during the installation, went unnoticed and ultimately I have been under impression that my original life time warranty was covering everything. BGE Home waived the charge. Today a tech came to fix the window. He brought a small plastic cap that he pushed through hole. That was it. The hole is still there and the rust will be going on as it will be raining and snowing, etc. My impression is that BGE Home does not stand by it's warranty. They say certain things to attract customers but in reality they do not fulfill their obligations and do not grant warranty read more

Called BGE Home last night after hours about not getting any heat. The "operator" said they had no record of me ever having a home service contract--even though I do have a contract and have been paying on my BGE bill for 4 years. I reluctantly agreed to pay their technician $99 for the first hour by credit card and they said they would come the next day "After 12 noon". In the morning I called the main office which verified that yes, I do have a contract and I would not be billed for the service call.. However, I did not get any "priority scheduling." Still have to wait for a tech to come today somewhere betweem 12 noon and as late as 9 PM/. Right now it's almost 1:00 PM and I'm at the office awaiting their call to return home. I'm afrraid to leave my desk because they will cancel the call if no one answers the phone. Don't feel very good about how this is going, but if BGE Home does, in fact, show up and repair my problem today as promised I guess it'll be fine. But forget about getting "Priority Service". read more

I am now in day two of waiting for service on my heat. Yes, I have a service contract have have been treated poorly. We lost a days work yesterday because we were told we would have service between 8:00 am and 10:00 pm. Then at 3:50 in the afternoon were called and told they could not make it out and would be out on Saturday. I was told by the supervisor that someone would call at 9:00 am on Saturday and give me a closer window when they would be here. Guess what...no call ever came. I called at 10 and was told the technician would call me and let me know the window. He called right away and said between now and 4:00 pm. another day wasted and still might get a call saying we can't make it. This is not the way a big company that states "they are the most trusted provider" gives service. I am already looking for a new one. If your in trouble don't call bge home!!! read more

I have the whole house package and have used them 2x within the year and I know it is so worth it! What I love is that they don't try to sell you anything...they are there just to fix whatever the problem is. They are very consultative and quick. I can't wait to call them again for the next repair! read more

I will never use this company again. My oven went out on a Sunday. Because I use our oven a lot, and there was a gas smell every time I turned my oven on (wasn't heating and strange gas smell=need service now) and went away when I turned it off, I called BGE Home because the advertised 24 hour emergency service. I was told 24 hour service meant someone would answer the phone 24 hours but no one would be dispatched because they didn't work nights and weekends. Was told the dispatch fee was $50. Finally got someone out the next Tuesday. He diagnosed the problem as a bad ignition switch but didn't have the part. It was on backorder and they would call when it was in. If I decided to try someone else the diagnostic fee was $120. When asked the difference in quotes, I was told the lower price was for those on contract. 3 weeks after the initial visit, I still had not received a call to schedule the repair, so I called them. The part has been in for a couple of weeks, I was supposed to call them (I guess I was supposed to automatically know it had come in). I set up an appointment for today, received a confirmation call yesterday, with a time frame of between 7:30 and noon. At noon, no repair person. Called BGE Home only to be told they can't find my order request. They finally found it, under the name of the original owner, who moved 10 years ago. The repairman was 45 minutes outside of his show window. The only read they get 2 stars is because the repairman was quick and efficient, once he got here. Bad customer service, advertising 24 hour service, when it's actually just a 24 hour phone service, not calling me when the part arrived, having my work order under the wrong name and quoting the wrong price all adds up to I will find another appliance repair place and won't recommend BGE Home to anyone. read more

Alright, I was scared when I had to get my heater fixed and hardly any of the places I was considering had reviews so I decided to write one. Love BGE Home. I had them install a new water heater months ago and the guys were very quick, professional, and took the time to explain everything to me. I had priced them with other places and they were about even if not a little bit cheaper. So I decided to try BGE Home to fix the heater figuring even if I might pay a bit more for the name, at least it'd get done right. Heater started working right before they came so I called back to say I still wanted the pre-season inspection and to be evaluated for the SmartService plan ($21.95/mo and they come fix if it breaks with no labor and sometimes no parts cost). He comes out, determines heater hadn't been working due to filter so easy fix, cleans, inspects, goes outside to inspect my AC and replaces the AC breaker box AND the wiring to the system b/c it was fraying, and charged me...TOTAL $21.95, the first month of SmartService. The preseason inspection alone is $69.95, and labor on the ac fixes he did would've been over $100...and yet they charged me $21.95. LOVE this company and will definitely be going back when I need plumbing or electrical in the hopes their other departments are as awesome as the HVAC and water heater departments. read more

BGE Home is always looking for new warranty customers but they can't take care of the ones they have. We've been with them here in Annapolis for over 30 yrs. but that makes no difference. I called (AMY) at BGE Home for warranty service on our HVAC outside A-C unit on May 5th 2018 and got a service date of Aug 15, 2018. That's 105 days (totally unacceptable). I will say all the Techs that have been in our home have been very professional, knowledgable, on-time and friendly. The service reps have been likewise, its not there fault they don't have enough service techs. Consider other contractors when you need warranty service, check ratings and call just to check current appointment times. read more

I had an issue with my dishwasher not draining and my home warranty company contacted BGE to come diagnose and fix the issue. The service person first called and left a long and rambling message trying to figure out if he had time to make it to us on the day we were expecting him, we called back to confirm the appointment and never heard back until he showed up on our doorstep at 5PM. Knowing that our issue was the dishwasher not draining, he was pretty surprised to see water in the bottom of our dishwasher and asked how we planned to remove the water, for someone in this line of work I would assume they would have the tools for that. Once we used all of our towels to soak up the undrained dishwasher water he then got to "work" on fixing our machine. He kept looking at the dishwasher like had never seen one before and said "well if I had this tool I could try that" and "if I had a straightened coat hanger I could poke around" you know the things you want your repairman to say while they are working on things. He replaced something (but never told us what) and but the dishwasher still didn't drain. He said he would have to go and do "research" but we never heard back from him. Almost a month later we called our home warranty company and they said they had not heard anything either and reached out to BGE only to find out that they decided the problem was the drain pump had been damaged by food and debris and was not going to be covered. Fine. I called another local repair shop and the dispatcher on the phone told me to check the knock out plug on the disposal, and what do you know? the plug was blocking the dishwasher from draining. Someone over the phone knew to check that, but a "trained professional" did not? You can do much better than BGE in the Frederick area, I will request that that my home warranty company not use them for us in the future, and reconsider their contract for using them in general read more

My parent's furnace stopped working and originally they said they had to wait about 5 days to get service, but when I told them my folks were elderly and really needed the heat back on sooner for medical reasons, they responded very quickly. A serviceman was in their house the next day, Friday, and then they came back on Saturday to finish the work. I was very impressed. They also diagnosed the problem correctly with just a part that was broken, instead of trying to have them spend more money for no reason. They fixed it quickly and were very friendly. read more