ComplaintsforAzimuth Solar

• Initial Complaint

  24/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I placed an order for 4 batteries on April 6, 2022 (***** ************). The batteries were a normally stocked item, but they were out of stock at that time (I had previously purchased 8 of the same batteries, which had been listed on their website). I was informed that the batteries were already on order from *****, and the lead time was 2 months (end of May).As of the beginning of September ****************************************************** ******. During this 5-month wait, I had some major issues with the first set of batteries. As a result I decided to cancel the order for the 4 additional batteries and requested a refund on September 3, 2022.This was part of their response on September 19: "We can refund less a restocking fee once we are able to resell to another person. That *** take a few months, since we won't have them in our warehouse for at least 90 days. The standard policy for these batteries is a non-refundable payment as we have had to order these in from the manufacturer and we are out of pocket for months while we wait for production and shipping. We will provide you with a refund, but please bear with us as we have to wait for the inventory to arrive."Since the batteries were a normally-stocked item, these comments make no sense, but they did offer the refund.They replied with much the same response on October 11. Since then, I have emailed them on October 12, 2022, February 20, 2023, and May 1, requesting updates and reiterating my request for a refund. On June 19, 2023, I sent a final email, and followed it with a registered letter, which was received.To date I have still not been told what their restocking fee is. Given that the batteries remained undelivered at the time of cancellation 5 months after the order was placed, I don't believe any restocking charge was justified, but in the interest of closing this issue, I told them I would accept a 5% deduction of the refund. There has still been no further response from Azimuth.

• Initial Complaint

  13/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I had ordered an inverter for my solar system and was in a huge time crunch. I was informed that it would take three days to ship to me. It was ordered on June 24th and still do not have it. I ended up buying the inverter from someone else and Azimuth solar informed me that since it is a special order they are unable to cancel the order or refund my money. I still don’t have the inverter from Azimuth solar. Attached is a screenshot of an email I received July 4th stating it would only take three days… it is going to be three weeks this Friday. No tracking number has been provided still so I don’t know if or when the inverter will get here. I’d like a refund since I bought from someone else. Thank you

  Business response

  13/07/2022

  The inverter is a special order (not stocked by us). The terms and conditions are that special orders are not refundable. It was ordered from our supplier immediately and they have already shipped it out to the customer, although it was shipped late from their warehouse as they had mis-entered the original delivery address. We corrected the address Monday July 11th and let the customer know that it would deliver this week.  The customer was informed of this on Monday and that it was in transit, waiting for tracking from our supplier.  Getting a tracking number usually takes longer than the shipment itself. The customer was also reminded on Monday that there were no refunds for special orders. The customer then informed us today that they have ordered from another company and stated that they intended to refuse the shipment. 

  If the shipment is refused, it will take a while to have it redirected to our warehouse in Kelowna and then attempt return (with large restocking fees) to our supplier. If we are able to return it, once it is shipped and received by our supplier, then we can issue a refund to the customer less restocking and all shipping fees. I anticipate this process to take at least 2 weeks and any returns/refusals are at the customer's shipping risk as refused shipments are not insured.  Alternatively, we have offered store credit once it is returned to us, or consignment of the item until it sells. 

  Customer response

  13/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: The restocking fee is too high at 50%. I can pay for shipping the inverter to Azimuth when it finally arrives to me, but expect a full refund. We had agreed on a set date. This date was not respected and I was forced to buy from a different company as I am in a time crunch which was relayed to azimuth. I let azimuth know I was cancelling my order the morning of Tuesday July 12t before any tracking information has been sent to me. I still don’t have the tracking information from azimuth. But I do have tracking information from the other company I ordered from on Tuesday July 12 (the date I cancelled my order from Azimuth). I can not trust the inverter has been shipped and can no longer wait.
  
  Sincerely,
  
  **** *****

  Business response

  13/07/2022

  On Monday July 11th, we confirmed that it would arrive this week in time for the weekend, which you agreed to. We are not responsible for your duplicate purchase from a different supplier after we went the extra mile to identify and configure a system for you at no charge for our time and after we confirmed that it would arrive to you this week. 

  The supplier has confirmed that it will deliver tomorrow, Thursday July 14th, as promised on Monday July 11th. We were able to confirm a reduced restocking fee of 35%  and that the supplier will accept the return. Please return to: Attn. ****** ****** *****  **** ******** **** ** **** ******** *** *** ***

  Once we have confirmation that the inverter has been received by our supplier in new, saleable condition, then we will issue a refund less 35% restocking and shipping. It can take up to 2 weeks for this process, depending on the return processing speed at our supplier. 

   

  Customer response

  13/07/2022

  
  Complaint: ********
  
  I am rejecting this response because: I am not responsible for the contract being broken. I expected the delivery at the end of June which I agreed to and have proof of. It is July 13th and still don’t have tracking information or proof of shipment. As I have already canceled my order and expect a full refund. 
  
  Sincerely,
  
  **** *****

  Business response

  13/07/2022

  I have confirmed that the special order inverter is in transit and should deliver tomorrow July 14th as promised on July 11th in conversations with the customer by phone. (He needed the item by end of this week.) As a show of good faith, I have also offered a reduced restocking fee (35% plus shipping) despite the conditions of this sale being a special order final sale. If the customer does not accept the return conditions, then I suggest that he return the other inverter that he ordered yesterday after we confirmed that the inverter was already processed for shipping. It is not our fault that he ordered a duplicate item and we have been more than fair at accepting a return on a final sale. 

  Customer response

  14/07/2022

  
  Complaint: ********
  
  I am rejecting this response because:That is not what was discussed on Monday July 11th. On Monday July 11th Shari had asked me for my delivery address because the inverter had not been shipped yet, which I provided. The promised date of delivery was the end of June. Shari was aware of my situation and that I needed the inverter right away as per our agreement. I was waiting for confirmation of shipping and still have not received any proof of shipment. Tuesday Morning July 12th upon not receiving any proof of shipment which I asked for on Monday, I cancelled the order. Which I had said I was going to do on Monday at 10:21 am. to a member of the Azimuth team. This occurred before the item was shipped because Shari asked for my address when she phoned me shortly after. 
  
  Sincerely,
  
  **** *****

• Initial Complaint

  22/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was sold a 1000watt inverter and it is not able to deliver even 600watts. When I reached out for help, I was told that I needed to add more batteries in parallel (which did not resolve the issue) and now I'm being told that the product isn't designed for such heavy loads (which makes no sense to me, as it is rated for 1000watts, and a 2000watts surge). The product is now out of warranty, but was in warranty when I first reached out with the issue. I would like a refund or a replacement with a comparable product that functions in the way that was described by the sales team and the specification sheet.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩