Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  had a solar powered ac system installed for my garage shop. since the install it has not worked properly. they came and determined it was not installed properly and needed more solar panels. at that time, they tried to get me to hook the system to the electric panel instead of installing more solar panels which i declined and made them install more panels. it has never worked properly, and they just don't respond to complaints about this at all. now, the system does not work at all. when i contacted them in July, i was told the "tech" was out of town for "a few weeks". then it was a fight to get someone to come and even look at what was going on. they finally sent an ac tech to look at the system that has zero knowledge of solar at all. he determined that there was a freon leak in the system. he repaired that issue and said the unit is no good and needed to be replaced. the tech then setup an appointment with me to bring a new unit to install. when the tech arrived he had a normal, NON solar mini split unit, not what i purchased at all. he said that ******, the owner was told this was NOT a solar unit and would NOT work with solar power but was told to "go for it" and install it anyhow. i declined that 100%. ****** the owner is saying that this delay is all because of the manufacturer not getting back to him on the fix. this has been an issue for 2 years now and volt does not even respond anymore to my questions on when this will be fixed. this unit has been installed for 2 ******* now and has not worked properly since day one. i was told by ******, the former co-owner that this unit would "be perfect" for the application i wanted it for and they have zero issues with them at all, that they sell hundreds of them. i have sent many emails per their support email for updates and have also asked for the installation, repair records along with the manufacturer info and have not received anything to date. this company is now simply ghosting me.

  

  Business Response

  Date: 09/06/2023

  I have spoken with the customer directly and we have come up with a game plan for getting his system issues resolved.  The Manufacturer has been less then helpful, but we have gone beyond the warranties in place to make sure ****'s system is either fixed or replaced assuming that is what needs to happen.  

  Customer Answer

  Date: 09/12/2023

  I am in no way satisfied with what Volt has attempted to do at all.  I have asked a few times for documents and records for this unit and the repairs done (see email thread attachment) with absolutely no reply.  The only thing im told is that they dont have the communications with the manufacturer because they "switch systems" and its gone.  They cant even tell me which manufacturer solar panels i currently have installed.  I also found out that apparently this system is not to code.  There is NO IMO rotary disconnect present, making it impossible to isolate the "power" from the ac unit itself..(no shut off)...Volt also says it is all because the manufacturer is making it hard to figure out, talking about the lack of support from them.  I find that interesting because since I have been in contact with them, I find they have absolutely NO RECORD of ANY trouble issues that they were made aware of in reference to my system, only general correspondence talking about how they are wasting a lot of time and money on repairs of their units.  NOTE:  i feel that is a business model issue, not a product reliability issue, simply stated, they don't know how to run a business properly.!!!  The manufacturer has already spoke to me at least 12 times directly on the phone, returned my calls within a few hours, most times within a few minutes IF they dont answer when I call or send an email.  I find the support to be 5 STAR without question.  The manufacturer has even gone as far as to remotely install the diagnostic software onto MY laptop and sent out the patch cord so they can see what its doing LIVE and figure it out.  (just as VOLT is supposed to do to diagnose issues but for some reason, they dont!).......Volt sent over an electrician (******) to do the diagnostics but he only captured a few lines of "data" with they KNOW is not enough to figure this out.  ****** did leave 2 more solar panels on the ground hooked up to see what it does with more "power".  BUT again, these panels are not a match to what is installed so they will NOT perform properly.  ****** told me he "would be back Monday to swap out the 8 panels with panes that MATCH and to install the IMO Disconnect"....monday came, i sent him a text message asking what time to watch for him to arrive, and he denied saying that, that he was "waiting for the manufacturer to respond with what needs to be done next"  ....again, knowing they need a full diagnostic to be completed PROPERLY for that to happen and not doing it.  The replacement that Volt mentions was in no way acceptable.  ******, Owner of Volt, authorized a new split ac unit be installed that was NOT solar powered and would NOT work on solar power at all.  This solar system cost me approx $7,000 when purchased, that "replacement" unit runs about $3,500 tops....thats just crazy to even attempt that, when i asked about why i was told, "oh sorry, i assumed that would work for you.".........and he tried to make is sound like I just refused it when the tech came with it, stretching the facts AND the truth of the matter.  This is NOT how you do business at all.  Also, at the inception of this sale, i was told by ******, the person that came and sold this unit to me, "this unit will work perfect for your application, no issues, we install many of these units and have absolutely no problems with them."...and also that there was a great warranty...now i find out the warranty is only a 1 year..!!!...i would have NEVER paid that amount of money for something that had no warranty past 1 year.!!!...Volt can not prove anything that they are saying is the case.  They seem to pass the buck and its someone elses fault for their short comings.
  
  I am rejecting what Volt has said as a resolution to this matter.  In no way has any "game plan" been figured out to date.
  
  my resolution at this time that i see is, a full and complete replacement of ALL 8 solar panels with matching panels and a full and complete replacement of this mini split unit with a new one.  along with the proper IMO rotary disconnect as required by code.  I dont know the internal damage done by all this underpower situation with the internal electronics.  I also want the documents i asked for and have asked for many times, 1)  repair records, 2) panel info, 3) correspondence with the manufacturer.
  
  thank you
  *********************
  *****************************

  

  Business Response

  Date: 09/14/2023

  ******

  

  Business Response

  Date: 09/18/2023

  I spoke with ****** on Thursday of last week where he informed me that we are still waiting on **** to respond to the information that was sent over to him(Screenshots of the status codes) but he hasn't heard anything back as far as what the F9 status code is and how to service that error code... I emailed **** along with **** and ****** attached to make sure no communication was being missed as we have not heard back from **** since Monday of last week.  We will follow back up with **** today.  ****, If you have heard back from **** separately, please forward any information you have over to us so we can continue diagnostics and fixing the unit as per manufacturer recommendations.

  Customer Answer

  Date: 09/22/2023

  Volt has been told numerous times that this F9 code is NOT an error code, it is a status code of the system.  To date volt has not supplied me with the information i.asked for in reference to the repairs done on this unit to date along with what solar panels I do have installed.  They simply.send me what they "could be" installed.  The diagnosis that was done was In no way sufficient for a proper diagnosis.   The manufacturer had to install the monitor software onto MY laptop and send me a connection cable so I could do a proper and sufficient diagnosis.   This was done yesterday and took over 1 hour of monitoring and taking screenshots of the dashboard with the data points.   All they can say is the manufacturer is difficult to work with and the unit does not work as they were told.  I disagree 100%.  The manufacturer has been nothing but VERY helpful to me and has gone above and beyond to assist me.  Volt has never once, since the install of this equipment even checked the status of the solar panels to verify they are producing properly.  Also they (Volt) installed this system not following code requirements of having a IMO rotary disconnect inline.  This has been told to them MANY times and a licensed electrician even knows this that they sent here and still nothing is done.  I did the diagnostics on this unit per the manufacturer requirements and I sent it to them yesterday.   This morning the manufacturer has ALREADY responded via email with the reply of the engineer for the system saying it is UNDER POWERED...(solar panels are not producing properly).  They continue to pass the buck and just won't come.and even look.at this unit.  Communication is lacking big time on the side of Volt  no one else.  ****** replied to the email chain saying he wants now to come and "put a meter on the panels", this should have been done over 2 months ago!  It seems it takes a formal complaint to get anything to move forward with Volt.   I have at all times kept Volt informed on what's going on and it seems it falls though the cracks with them on a constant level.  I text ******, owner, and I don't get a reply for DAYS at a.time.  this needs to be.resolved.!!!

  
  

  Thank you

  *********************

  
  

  

  Business Response

  Date: 09/27/2023

  We have been working with **** and ****(manufacturer) to determine the issue with the ** unit. **** and **** both believe that the ** unit is fine but it is the solar panels that are to blame... while we do not share the belief, we have committed to replacing the existing solar array in order to rule that possibility out. We have also agreed to install a disconnect for the solar.  This has been communicated to **** already, we are just waiting on his reply for ********** said work with him at this point.

  

  Business Response

  Date: 09/28/2023

  We are scheduled to go out to install a replacement set of matching solar panels on either Monday or Tuesday of next week along with a disconnect in order to rule out the possibility that the solar panels being mismatched is the cause of the ** unit not functioning properly. 

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We bought three hybrid mini split systems from Volt energy last year. Weve had nothing but problems with two of the three units. One unit was replaced earlier this year. The second unit started having problems again three weeks ago. We called Volt energy about it and they said they couldnt do anything for us because the boss the owner was out of town. The owner came back a week later now its been three weeks and still nobody has come out to service the unit. We finally had to pay another company to come out and fix that unit.!I would not recommend this company to anybody for anything. They also do solar panel systems to.

  

  Business Response

  Date: 08/09/2023

  ****** is correct, this issue has been going on for weeks now, but there has not been a time that we haven't been in contact/responded to ****** about this issue. We have been trying to get a new tech onboarded so he can get scheduled to go out to ******'s to diagnose the issue and plan to repair it. We understand ******'s frustration, but we have been in contact with him on this issue and had planned to send somebody out to fix the system. ****** was requesting us to replace the unit, but we told him we would be coming out to diagnose it first to see if it can be fixed. It was then that we got a message that he already had somebody come out to fix it. And we replied to his email letting us know he had it fixed by apologizing for the delay and offering to pay for service charge. 

  Customer Answer

  Date: 08/16/2023

  I’m rejecting the company‘s response because as of yet they have not paid me for the repairs that I paid for that they should have foxed. In addition the repairs that I paid for didn’t last and now the unit as of today is not working properly and needs to be replaced.  I have emailed Volt energy that and told them and I’m waiting on a response from them on the replacement of this unit .
  
  Thank you,
  
  ****** *******

  

  Business Response

  Date: 08/17/2023

  ****** and his wife have let us know by email that their system has a freon leak and we have been responding to their emails about this. We are currently working with them to get this resolved on our side, through email. We cannot simply just replace the unit until we know we have done all we can do to fix the current unit. 

  Customer Answer

  Date: 08/17/2023

  I will not allow this case to be closed until this is rectified to my satisfaction. Why hasn’t their latest response included when a service technician can come out and evaluate the uni? 

• Initial Complaint

  Date:05/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2022 without our knowledge, our inverter went down. A gentleman from the install company called end of January 2023 to inform us it was bad and they'd be coming out to fix it. The second week of February they came out and fixed it. At that visit they mentioned an app that allows us to see in detail how well everything is working (we could see failures now since this was never provided prior) and to call Volt for a refund. Since then we have been directed between Volt and the manufacturer for a refund being told nothing can be done every time (we have quit counting after 11 phone calls). Until March, **** from Volt directed ** to send an email with our info including the screen shots showing all 6 months our inverter was down. With out an exact conclusion and saying "they'd hate for us to have a bad experience" they sent a "show of good faith" check for $200.00 and would continue to find a resolutin (it is now May and there is no contact, zero resolution) . We declined the $200 as we were paying our due monthly fees and our full TEP payments those 6 months. We have also requested to see a policy or procedure document stating WHO is responsible for helping in these situations. To which our response from Volt was "we can't provide you with that information" and to send yet another email to another department. We did it's been over a week, no response. We have our contract that shows no limitations as to what their customer service can provide in these situations.This is a business deal gone horrible wrong considering they had this form of communication after our contract was signed and it took months to get them to even show up. At our time of signing their big selling point was "if you have to pay a TEP after our solar is installed, we will reimburse you."

  

  Business Response

  Date: 06/01/2023

  Each time Dackory ****** or *************************** have emailed, we have responded to their emails and questions. They have gone weeks, and even up to a month at a time, with not responding to the emails that we had sent back to them. We explained in the beginning we could take a look into what happened and we did send them a check for $200 as we wanted to do what we could to help in an unfortunate situation. This was in no way required of Volt, but was done as a good show of faith. It is under the responsibility of the customer to monitor their system as we do not do this for them, which has been explained to them. Which means that when the system goes down the customer should be the one to notice and is not the responsibility of Volt Energy or ***************** (the solar installer). 
  We have tried explaining multiple times why we do not reimburse for outages of equipment as it is not under our warranty to do this. Volt has never told a customer that we do have a warranty where we will reimburse them, as we do not. 
  The last email that we replied to *************************** (corresponding with ** for ********************), she asked who it was at SolarEdge that she needs to contact about getting reimbursed. We responded on May 9th and let her know that we do not communicate with ********* directly so we are unaware of who that would be, but she can reach out to ***************** (the company who did the physical install) and ask them if they know who that would be. I have not heard back from ******* or ******* since I replied to that email on May 9th. Each time ******* has reached out we have responded in a timely manner to her questions and concerns.