Consumer Protections
Warranties and Maintenance
Installing quality equipment through licensed, certified, and insured contractors is essential for long-term system performance and reliability.
Some energy efficient equipment, such as the heat pumps and heat pump water heaters, requires routine maintenance to preserve efficiency. Maintenance instructions and details will be provided by the contractor while onsite at your home as well as outlined in supplemental educational materials.
Some energy efficient equipment, such as the heat pumps and heat pump water heaters, requires routine maintenance to preserve efficiency. Maintenance instructions and details will be provided by the contractor while onsite at your home as well as outlined in supplemental educational materials.
- Labor Warranties: Participating contractors are expected to provide a one-year labor warranty at no cost to the City or the homeowner following installation.
- Equipment Warranties: All installed equipment and materials must meet applicable safety and performance standards.
- Contractors must provide documentation confirming manufacturer warranty coverage on installed equipment. Contractors are required to give warranties that defects identified during the warranty period shall be remedied at no cost to the City or homeowner.
- Maintenance: Routine maintenance helps extend equipment lifespan and maintain efficiency. Supplemental resources and educational materials will be provided to help participants understand recommended maintenance requirements. After expiration of the contractor labor warranty and any applicable manufacturer warranties, participants are responsible for the costs of routine maintenance, repairs, replacement parts, and any service required to maintain or restore equipment performance, unless otherwise covered by a separate warranty, service agreement, or applicable consumer protection law.
- Removal or Modification of Equipment: Removal, relocation, modification, unauthorized alteration, maintenance, or repair of program-installed equipment by the homeowner or any third party while the equipment is under warranty may void applicable manufacturer and/or contractor warranties. To maintain warranty coverage, all warranty-related maintenance, repairs, or modifications must be approved in advance by the Plugged In For Good program and performed by an approved contractor. Any unauthorized work may be considered a breach of the warranty terms, and the City, the Plugged In For Good program, participating contractors, and equipment manufacturers shall not be responsible or liable for equipment performance issues, warranty impacts, repair or replacement costs, or any consequential or incidental damages resulting from work performed outside the program or by non-approved contractors.
Financing, Scope of Work, and Your Right to Cancel
The program covers 100% of the cost for all work included in your approved scope of work. You will not be charged for any measure the program has approved for your home.
You have seven days after your final scope of work is presented to decide whether to sign. After signing the agreement, you may cancel your participation without penalty before retrofit work begins, and will no longer be a PIFG program participant. If you cancel your participation after retrofit work has commenced, you will be responsible for the costs of any work completed and materials installed up to the date of cancellation.
Participation in PIFG is voluntary, and you may opt out at any time, subject to the terms of the agreement and this document. Due to the program's whole-home retrofit approach, partial participation — i.e. selecting only some recommended upgrades — is not permitted, because implementing only select measures can reduce overall effectiveness and undermine the program's ability to deliver comprehensive benefits.
If you choose to add work outside the approved scope, you are solely responsible for those costs. No additional work will be performed without your written agreement, and you are never required to purchase anything beyond what the program covers.
Before any installation begins, your Energy Navigator will walk you through what to expect based on your specific audit results. Changes to energy costs vary by home and measure.
Incentives and Rebates
Your Energy Navigator can help you identify rebates or tax credits you may be eligible for beyond program coverage, including federal, state, and utility incentives. For a current list of available programs, see [pluggedinforgood.org/rebates]. For clarity, the City does not provide any advice regarding tax or related incentives or rebates.
You have seven days after your final scope of work is presented to decide whether to sign. After signing the agreement, you may cancel your participation without penalty before retrofit work begins, and will no longer be a PIFG program participant. If you cancel your participation after retrofit work has commenced, you will be responsible for the costs of any work completed and materials installed up to the date of cancellation.
Participation in PIFG is voluntary, and you may opt out at any time, subject to the terms of the agreement and this document. Due to the program's whole-home retrofit approach, partial participation — i.e. selecting only some recommended upgrades — is not permitted, because implementing only select measures can reduce overall effectiveness and undermine the program's ability to deliver comprehensive benefits.
If you choose to add work outside the approved scope, you are solely responsible for those costs. No additional work will be performed without your written agreement, and you are never required to purchase anything beyond what the program covers.
Before any installation begins, your Energy Navigator will walk you through what to expect based on your specific audit results. Changes to energy costs vary by home and measure.
Incentives and Rebates
Your Energy Navigator can help you identify rebates or tax credits you may be eligible for beyond program coverage, including federal, state, and utility incentives. For a current list of available programs, see [pluggedinforgood.org/rebates]. For clarity, the City does not provide any advice regarding tax or related incentives or rebates.
Equal Opportunity and Accessibility Policy
The City does not tolerate any form of unlawful discrimination on the basis of race, religion, sex, sexual orientation, gender identity, color, ancestry, serious medical condition, national origin, age, or disability, in City employment, City operated programs, services or facilities.
The Plugged In For Good program is committed to upholding this policy by administering the program in a fair, equitable, accessible, and nondiscriminatory manner. The program does not discriminate against applicants on the basis of any protected characteristic and will provide reasonable accommodations for individuals with disabilities in accordance with applicable federal, state, and local laws. Requests for accommodations that would impose an undue financial, technical, or administrative burden on the Plugged In For Good (PIFG) program or fundamentally alter the nature of the program may not be granted as requested.
PIFG is committed to ensuring accessibility for all individuals. PIFG will provide, at no cost and in a timely manner, appropriate aids and services to ensure effective communication for individuals with disabilities and those with limited English proficiency. These services may include qualified interpreters, translated materials, and information provided in alternative formats, as appropriate.
The Plugged In For Good program is committed to upholding this policy by administering the program in a fair, equitable, accessible, and nondiscriminatory manner. The program does not discriminate against applicants on the basis of any protected characteristic and will provide reasonable accommodations for individuals with disabilities in accordance with applicable federal, state, and local laws. Requests for accommodations that would impose an undue financial, technical, or administrative burden on the Plugged In For Good (PIFG) program or fundamentally alter the nature of the program may not be granted as requested.
PIFG is committed to ensuring accessibility for all individuals. PIFG will provide, at no cost and in a timely manner, appropriate aids and services to ensure effective communication for individuals with disabilities and those with limited English proficiency. These services may include qualified interpreters, translated materials, and information provided in alternative formats, as appropriate.
Qualified Assurance and Installation Standards
Quality assurance measures are executed throughout the PIFG process: before work begins, during installation, and once the installations are complete.
Before Work Begins
Before any installation is scheduled, an Energy Navigator will meet with you to explain what the retrofit involves, what changes to expect in your home’s comfort and energy use, and how to raise a concern if something goes wrong. A certified energy auditor will assess your home and use industry standard residential energy modeling software to help determine which measures are appropriate for your home.
Installation Quality and Inspections
The contractor will be required to use a quality installation tool to confirm that any heat pump equipment is properly installed and functioning before the home is completed. This tool will also help ensure that Air Sealing, Attic Insulation / Wall Insulation (if applicable) and Electrical panel and wiring will be properly installed.
The contractor is required to conduct a final inspection that confirms:
The New Mexico Energy, Minerals and Natural Resources Department (EMNRD) also conducts its own independent quality control inspections. [https://app.clean.energy.nm.gov/consumer-protection-plan.pdf] PIFG separately reviews all project documentation for every home to confirm that required paperwork, test results, and proof of completed work are on file before the project closes out.
Contractor Performance and Escalation. PIFG tracks quality assurance activity through a corrective action process that evaluates and tracks findings, corrective actions taken, and verification of resolution. The City's procurement processes are designed to ensure accountability by allowing the City to take corrective action (“escalation”) if a contractor fails to meet the performance requirements outlined in the contract.
Before Work Begins
Before any installation is scheduled, an Energy Navigator will meet with you to explain what the retrofit involves, what changes to expect in your home’s comfort and energy use, and how to raise a concern if something goes wrong. A certified energy auditor will assess your home and use industry standard residential energy modeling software to help determine which measures are appropriate for your home.
Installation Quality and Inspections
The contractor will be required to use a quality installation tool to confirm that any heat pump equipment is properly installed and functioning before the home is completed. This tool will also help ensure that Air Sealing, Attic Insulation / Wall Insulation (if applicable) and Electrical panel and wiring will be properly installed.
The contractor is required to conduct a final inspection that confirms:
- The work described in the contract and invoice matches what was installed and indicated in receipts
- The work done meets applicable specifications and industry standards
- A valid customer signature from the participant
- The completion of any required diagnostic tests
Contractor Performance and Escalation. PIFG tracks quality assurance activity through a corrective action process that evaluates and tracks findings, corrective actions taken, and verification of resolution. The City's procurement processes are designed to ensure accountability by allowing the City to take corrective action (“escalation”) if a contractor fails to meet the performance requirements outlined in the contract.
Qualified Contractors and Qualification Process
An important component of consumer protection is ensuring qualified licensed contractors participate in Plugged In For Good. The program requires a competitive procurement process under Chapter 24 of the Las Cruces Code of Ordinances. Contractors are evaluated and selected based on their technical approach, team qualifications, past performance with previous clients, and cost.
Additionally, contractors must comply with insurance details:
Additionally, contractors must comply with insurance details:
- Maintain specified levels of insurance throughout the contract term, including: Commercial General Liability ($1M per occurrence / $2M aggregate); Commercial Auto Liability ($1M per occurrence, all auto types); and Workers' Compensation at statutory limits with $1M employer liability. Certificates of insurance must be provided before work begins, with 30 days' written notice of cancellation.
- For construction contracts exceeding $50,000, contractors must furnish performance and payment bonds, each equal to 100 percent of the contract price. The performance bond protects the City against contractor default, while the payment bond protects subcontractors and suppliers who furnish labor and materials for the work. Bonds must be issued by a surety authorized to do business in New Mexico, or secured in another manner satisfactory to the City. With council notice, the purchasing manager may reduce each bond to 50 percent of the contract price when doing so is determined to be in the City's best interest.
Contractor and Vendor Confidentiality. PIFG team members outside the City — consultants, contractors, vendors, or other service providers — are required to sign a Confidentiality and Data Security Agreement with the City before accessing participant or program data. The agreement requires signees to use information only for authorized project activities, access only the minimum data necessary, maintain confidentiality, and follow established data security practices. It prohibits unauthorized sharing of, personal use of, research use of, or AI training on City or participant data. Signees must report any suspected data breach within 24 hours, cooperate in incident response, and continue protecting confidential information after their work with PIFG, or the City, ends.
Data Breach Notification Procedures. If the City determines that a data breach involving Plugged In For Good participant information requires notification, affected participants will be notified, as prescribed by law, within the most expedient time possible but no later than 45 days following discovery of the breach, with limited exceptions. NMSA §§ 57-12C-6 and 57-12C-9. Notifications will be provided by mail or email, with further communication by telephone when appropriate. The notification will describe the nature of the breach, the information affected, actions taken by the City, recommended protective steps, and contact information for questions.
Public Records Disclosure. All information collected by PIFG is kept confidential and used only as necessary for program operations. However, information provided by participants is subject to state and local public records law and may be requested through a New Mexico Inspection of Public Records Act (IPRA) request or by a lawful court order or other legal authority. For further information please see the relevant statute, NMSA § 14-2-1.
Eligibility Documents and Data. Income verification and homeownership documents are submitted to the state Energy Conservation and Management Office (ECAM). [https://clean.energy.nm.gov/programs/hear/]. Sensitive income-verification information is used only to evaluate program eligibility and is seen only by your Energy Navigator and ECAM. Confidential project information, participant records, and supporting documentation are stored on PIFG's internal systems, with access restricted to authorized City staff. Please refer to ECAM’s Consumer Protection Plan to learn more.
Residents may also review and access the PIFG Consumer Protection Plan in person at Las Cruces City Hall (700 N. Main Street) during regular business hours, depending on availability of City staff. The Sustainability Office can provide information about the plan, answer questions, and assist with obtaining copies of relevant materials upon request beforehand.
Data Storage. Project management activities may be tracked using Asana. Asana projects containing program information are configured as private, with access limited to staff and consultants who have signed a Confidentiality and Data Security Agreement and have a legitimate need to access the project. Access is managed through role-based permissions and is revoked upon termination of employment or contract engagement. Asana certifies that it meets federal security and compliance requirements through FedRAMP® (a government-wide program that standardizes security assessments, authorizations, and continuous monitoring for cloud products and services). Asana data is used only for project coordination, task management, scheduling, and operational tracking.
Data Usage. Utility bills and energy audit results are shared only with PIFG consultants, who use them to analyze participant homes, develop scopes of work, and confirm that proposed equipment is expected to reduce energy consumption. After installation, energy bills are used to confirm that equipment performance and usage patterns are not increasing costs. Energy savings data is reported to ECAM in aggregate as appropriate for grant requirements; individual households are not identifiable in those reports. Post-installation photos are used as proof of installation and quality control.
Data Retention Policy. The Plugged In For Good program shall maintain complete and accurate program records, including documentation of services provided and participant files containing copies of all complaints, appeals, and their corresponding resolutions. All program, financial, participant, and supporting records shall be retained for six (6) years following the termination of the applicable grant or agreement in accordance with the organization's records retention policy.
Data Breach Notification Procedures. If the City determines that a data breach involving Plugged In For Good participant information requires notification, affected participants will be notified, as prescribed by law, within the most expedient time possible but no later than 45 days following discovery of the breach, with limited exceptions. NMSA §§ 57-12C-6 and 57-12C-9. Notifications will be provided by mail or email, with further communication by telephone when appropriate. The notification will describe the nature of the breach, the information affected, actions taken by the City, recommended protective steps, and contact information for questions.
Public Records Disclosure. All information collected by PIFG is kept confidential and used only as necessary for program operations. However, information provided by participants is subject to state and local public records law and may be requested through a New Mexico Inspection of Public Records Act (IPRA) request or by a lawful court order or other legal authority. For further information please see the relevant statute, NMSA § 14-2-1.
Eligibility Documents and Data. Income verification and homeownership documents are submitted to the state Energy Conservation and Management Office (ECAM). [https://clean.energy.nm.gov/programs/hear/]. Sensitive income-verification information is used only to evaluate program eligibility and is seen only by your Energy Navigator and ECAM. Confidential project information, participant records, and supporting documentation are stored on PIFG's internal systems, with access restricted to authorized City staff. Please refer to ECAM’s Consumer Protection Plan to learn more.
Residents may also review and access the PIFG Consumer Protection Plan in person at Las Cruces City Hall (700 N. Main Street) during regular business hours, depending on availability of City staff. The Sustainability Office can provide information about the plan, answer questions, and assist with obtaining copies of relevant materials upon request beforehand.
Data Storage. Project management activities may be tracked using Asana. Asana projects containing program information are configured as private, with access limited to staff and consultants who have signed a Confidentiality and Data Security Agreement and have a legitimate need to access the project. Access is managed through role-based permissions and is revoked upon termination of employment or contract engagement. Asana certifies that it meets federal security and compliance requirements through FedRAMP® (a government-wide program that standardizes security assessments, authorizations, and continuous monitoring for cloud products and services). Asana data is used only for project coordination, task management, scheduling, and operational tracking.
Data Usage. Utility bills and energy audit results are shared only with PIFG consultants, who use them to analyze participant homes, develop scopes of work, and confirm that proposed equipment is expected to reduce energy consumption. After installation, energy bills are used to confirm that equipment performance and usage patterns are not increasing costs. Energy savings data is reported to ECAM in aggregate as appropriate for grant requirements; individual households are not identifiable in those reports. Post-installation photos are used as proof of installation and quality control.
Data Retention Policy. The Plugged In For Good program shall maintain complete and accurate program records, including documentation of services provided and participant files containing copies of all complaints, appeals, and their corresponding resolutions. All program, financial, participant, and supporting records shall be retained for six (6) years following the termination of the applicable grant or agreement in accordance with the organization's records retention policy.
Confidentiality and Data Protectection
To the extent feasible, the Energy Navigator will meet with participants to conduct satisfaction surveys at three points: at retrofit completion, six months after installation, and one year after installation.
Participants may use the survey to provide feedback including comments, concerns, or complaints. Survey responses are documented through signed and dated records and reviewed regularly, with particular attention to feedback involving contractors or partner entities. If a survey response identifies an unresolved problem, it is routed into the corrective action process described under Quality Assurance below.
Participants may use the survey to provide feedback including comments, concerns, or complaints. Survey responses are documented through signed and dated records and reviewed regularly, with particular attention to feedback involving contractors or partner entities. If a survey response identifies an unresolved problem, it is routed into the corrective action process described under Quality Assurance below.
Participant Feedback and Satisfaction Surveys
PIFG welcomes participants to provide feedback, including concerns, complaints, suggestions, commendations or praise, regarding the program, installation, or a contractor. Participants who have been deferred or denied from participating in the PIFG program may submit an appeal request using the same Feedback options described below.
Participants may file a feedback form in person or via the consumer hotline, email, or on-line form described below. Your Energy Navigator will contact you to acknowledge receipt of your feedback as well as complete an intake form within 3-5 business days of receipt. The Energy Navigator will contact you if more information is needed. If a resolution is requested, PIFG will respond in writing within a reasonable timeframe with the resolution steps or potential options regarding next actions.
Your request will be prioritized by category - 1) Health & Safety, 2) Equipment Performance or Failure, 3) Financial, 4) Appeal of Denial/Deferral, and 5) General - so we can respond as quickly as our capacity allows and as appropriate to the particular issue. An appeal regarding a deferral or denial from the program should provide a summary of the participant’s appeal.
For contractor-related issues, the contractor will be notified and asked to respond within five (5) business days, or within twenty-four to fourty-eight hours for urgent health, safety, or service interruption concerns. However, please be advised that the City has no authority to compel a contractor to take particular actions within the scope of the contract between you and the contractor.
Participants will be kept informed throughout the process. If a complaint or dispute cannot be fully resolved, the issue will be documented and incorporated into PIFG’s internal review process to identify program improvements and prevent recurrence.
How to Submit Feedback or a Complaint and Get Support
Online
For simplicity, we've created a dedicated email address at PluggedinforGood@lascruces.gov where you can report your specific issue. Please include your information:
Additionally, you may submit feedback through our online form.
In Person
If you are unable to submit online, you can fill out a form which is available at the front desk of Las Cruces City Hall (700 N. Main Street). Please ask for the Sustainability Office form. Once it is filled out, you can leave it with the front desk, and the PIFG program will send you a notice of receipt in 3 to 5 business days after the request form has been logged.
Over the phone
If you are unable to submit your request online or in person, you may also complete the process over the phone by contacting the PIFG Energy Navigator at (575) 541-2175. The Energy Navigator will assist you in completing the form and will log the request on your behalf. Once it has been entered into the system, PIFG will send you a notice of receipt within 3 to 5 business days confirming that your request has been received and logged.
Resolution Process
If a concern or dispute arises involving a contractor, installer, or program representative within the scope of the program or its activities, participants are encouraged to first work with their Energy Navigator and any involved parties to resolve concerns or disputes informally. The Energy Navigator may facilitate communication between the participant and the other party and gather relevant documentation to support resolution efforts.
If a participant would like to submit a formal dispute claim, they must submit a written description of the issue, including any supporting documentation, through one of the feedback submission options described above. Upon receipt of a submission, the Sustainability Office will review the information, conduct any necessary investigation, and coordinate with relevant parties to seek a fair resolution.
The Sustainability Office will acknowledge receipt of the dispute and will provide a written determination within (5) business days. If additional time is required to investigate the matter, the participant will be notified of the expected timeline.
As noted, the City of Las Cruces and Plugged In For Good will make reasonable efforts to facilitate dispute resolution but cannot compel third-party contractors or manufacturers to take specific actions. Participants will be informed of available options and any recommended next steps if a dispute cannot be resolved through the program.
Participants may file a feedback form in person or via the consumer hotline, email, or on-line form described below. Your Energy Navigator will contact you to acknowledge receipt of your feedback as well as complete an intake form within 3-5 business days of receipt. The Energy Navigator will contact you if more information is needed. If a resolution is requested, PIFG will respond in writing within a reasonable timeframe with the resolution steps or potential options regarding next actions.
Your request will be prioritized by category - 1) Health & Safety, 2) Equipment Performance or Failure, 3) Financial, 4) Appeal of Denial/Deferral, and 5) General - so we can respond as quickly as our capacity allows and as appropriate to the particular issue. An appeal regarding a deferral or denial from the program should provide a summary of the participant’s appeal.
For contractor-related issues, the contractor will be notified and asked to respond within five (5) business days, or within twenty-four to fourty-eight hours for urgent health, safety, or service interruption concerns. However, please be advised that the City has no authority to compel a contractor to take particular actions within the scope of the contract between you and the contractor.
Participants will be kept informed throughout the process. If a complaint or dispute cannot be fully resolved, the issue will be documented and incorporated into PIFG’s internal review process to identify program improvements and prevent recurrence.
How to Submit Feedback or a Complaint and Get Support
Online
For simplicity, we've created a dedicated email address at PluggedinforGood@lascruces.gov where you can report your specific issue. Please include your information:
- Name
- Phone number
- Home Address
- Best way to contact you (phone/email)
- Provide a description of your feedback (for example, a concern, comment, or complaint) regarding the Plugged In For Good program.
Additionally, you may submit feedback through our online form.
In Person
If you are unable to submit online, you can fill out a form which is available at the front desk of Las Cruces City Hall (700 N. Main Street). Please ask for the Sustainability Office form. Once it is filled out, you can leave it with the front desk, and the PIFG program will send you a notice of receipt in 3 to 5 business days after the request form has been logged.
Over the phone
If you are unable to submit your request online or in person, you may also complete the process over the phone by contacting the PIFG Energy Navigator at (575) 541-2175. The Energy Navigator will assist you in completing the form and will log the request on your behalf. Once it has been entered into the system, PIFG will send you a notice of receipt within 3 to 5 business days confirming that your request has been received and logged.
Resolution Process
If a concern or dispute arises involving a contractor, installer, or program representative within the scope of the program or its activities, participants are encouraged to first work with their Energy Navigator and any involved parties to resolve concerns or disputes informally. The Energy Navigator may facilitate communication between the participant and the other party and gather relevant documentation to support resolution efforts.
If a participant would like to submit a formal dispute claim, they must submit a written description of the issue, including any supporting documentation, through one of the feedback submission options described above. Upon receipt of a submission, the Sustainability Office will review the information, conduct any necessary investigation, and coordinate with relevant parties to seek a fair resolution.
The Sustainability Office will acknowledge receipt of the dispute and will provide a written determination within (5) business days. If additional time is required to investigate the matter, the participant will be notified of the expected timeline.
As noted, the City of Las Cruces and Plugged In For Good will make reasonable efforts to facilitate dispute resolution but cannot compel third-party contractors or manufacturers to take specific actions. Participants will be informed of available options and any recommended next steps if a dispute cannot be resolved through the program.
Filing a Complaint or Concern
Filing a Complaint or Concern
Participant Feedback and Satisfaction Surveys
Confidentiality and Data Protection
Qualified Contractors and Qualification Process
Quality Assurance and Installation Standards
Warranties and Maintenance
Financing, Scope of Work, and Your Right to Cancel
Equal Opportunity and Accessibility Policy
Contents on this Page
Plugged in for Good (PIFG) participants have the right to clear and accurate information about the program. This Consumer Protection Plan outlines the safeguards in place for participants, explains how to address problems caused by program partners or contractors, and provides additional resources.
PIFG's plan includes:
PIFG's plan includes:
- Measuring program success through participant feedback
- Conflict resolution pathways with defined timelines for remediation
- Protection of participant data
- Warranty and complaint resolution procedures
- Contractor qualification and quality control standards
PIFG reviews this plan at least quarterly, or more often as needed based on program feedback. Updated versions are posted on this site. Update notifications go out through the PIFG stakeholder mailing list, which includes participating contractors, program partners, community hubs, and other registered stakeholders.
All materials and response forms are available in Spanish on request. Participants may also request hard copies of any online document.
For questions or additional information, contact:
📧 Email: PluggedinforGood@lascruces.gov 📱Phone: (575) 541-2175