ComplaintsforOur World Energy LLC

• Initial Complaint

  06/29/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On 10/11/2023, My wife ***** and I made an agreement with a ***************************** of Our World Energy, ( We've learned they have other names too: Lightreach / Palmetto Solar), for a new solar system on our roof. We already had a system sear 10 year old. After reviewing our TEP electric bill, ******* assured us that his new system would cover our electric usage plus.We have been on a budgeting program with TEP for many years, because our meter is no longer visable from the road. ******* promised that once this new system was online, and our TEP use bill was at zero dollars, he would write a check and cover our TEP bugeting balance. Because of that statement, we signed the agreement for a new solar syatem on our roof. Our World Energy emailed a digital copy of the agreement, attached here and authorized automatic withdrawl from our checking to start July1. *** decided to add more panels, and it delayed the start up many months. **** created the haste of our issue, and my wife and I who are retired didn't think to recheck the date for the auto withdrawl.In March of 2024, our bill was at zero ($16.00 meter and fees). We informed informed *** that our bills were both due, and we have got no return calls from *******, and only runaround from OWE/Palmetto/Lightreach. We could not afford our *************** plus the OWE bill together, and we can't let our elctric be turned off while paying monthly for solar, so I gave OWE a week to pay off TEP, or I would havr no choice but to cancell the automatic deduction at our bank (cost $30.00), untill we can pay off the remaining TEP balance, which they promissed that they would do. I cacelled the auto on 6/27/23.Yesterday, we were informed by TEP our monthly budgeting amount is going up $73.00 p/m because of the high energy use because our old solar system was removed in Dec. to make way for a new roof and the new system. I would like them to honor their agreement asap. Thank You, **** and ***************************

  

  Business response

  07/03/2024

  Dear ****,
  
  Thank you for reaching out to us. We sincerely apologize for any inconvenience caused.
  
  To clarify, OWE (Our World Energy) and Palmetto (LightReach) are two separate entities. Our World Energy is the installation company for your solar panels, whereas Palmetto (LightReach) is the financial institution managing your lease.
  
  We apologize for the delay in paying off the ***************. This situation should not have occurred. A check for the total amount of $1,272 was mailed to you yesterday, July 2nd. You should receive it within the next 5-7 business days.
  
  If there is anything else we can assist you with, please do not hesitate to let us know.

  Customer response

  07/10/2024

  I would like to add some new info regarding my case #********. I had a phone call w/ a **** from ***, and I thought I heard her say that the $1,240.00 they offered was financed. I want written assurance that it is not, plus the $30.00 I paid to get their attention. total $1,265.41, Our call ended before I could relay that info. Thank you for your help.

  

  Business response

  07/11/2024

  Hello ****, 

  Thank you of submitting more details. We have mailed out a check in the total of $1,272 to cover the *** payoff as well as the $30 bank fee. Thank you and please feel free to reach out to us with any additional questions or concerns.

  Customer response

  07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  Our World Energy has responded honorably. Please close this matter.
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar panels installed over a year ago and have had nothing but problems ever since I now have a solar panel bill and a electric bill this is a problem for me because I specifically wanted to avoid this problem when I spoke to the sales person I requested that I only wanted to have a solar panel bill and that I did not want to have a electric bill as well I was told I would only be paying the meter fee and taxes associated with the meter from TEP my solar panels where installed on my home and I have a full electric bill some months and my electric bill has NOT been reduced to only the meter fee and taxes my solar bill has increased and I am still waiting on a copy of my paperwork from the solar panels i need to file a tax return for federal benefits to help pay the loan and I need the copy of the paperwork.have called several times to have this resolved and the solution our world energy has given me was told get more loans to install more solar panels or to get another loan to install a battery pack I was told by the sales person that I would NOT need a battery pack or more panels then what was going to be installed I do not want to get more loans to fix a product that has not worked I have reached out numerous times to have this resolved and I never get help. This company keeps blaming TEP and takes no responsibility I can not afford to keep making 2 payments for one product I need a resolution that dose not involve me getting more loans I need this fixed or the panels removed and the loan cancelled.

  

  Business response

  07/03/2024

  Hi ***,
  
  
  Thank you for reaching out. I wanted to take this opportunity to explain the production of your system. We completed an in-depth audit of your account on June 13, 2024.
  
  
  The findings from this audit highlight that your system is performing exceptionally wellits actually producing more energy than originally estimated. The system was estimated to produce ****** kWh, but it is producing ****** kWh, which is great news!
  
  
  While we aim to assist as much as possible without deflecting responsibility, it appears that reaching out to TEP might be beneficial in this case. They may not have you on a solar-friendly energy plan. According to our audit, your TEP on-grid usage was ***** kWh, while your solar system produced ****** kWh, of which you only used ***** kWh. Therefore, your system produced more energy than your total combined grid and solar energy usage. Meaning you have excess solar energy of ***** kWh, leading to solar credits on your bills. However, the primary issue seems to be that TEP might not compensating you adequately for the excess energy. Our World Energy (OWE) has no control over this pricing. Reaching out to TEP directly to inquire about a more budget-friendly plan would likely be the most beneficial step at this point.
  
  
  Additionally, please note that removing the system is not an option, as you are under a legally binding contract with OWE, which has been fulfilled. Furthermore, removing the system would still leave you with an outstanding loan with Dividend Finance that would need to be repaid. As we are a different company, we are unable to cancel this loan for you. There may also be additional fees associated with the removal of the system.
  
  
  Lastly, we sent the required tax documents to your email on file, ************************* Please confirm receipt of these documents.
  
  
  We apologize for any inconvenience but hope this clarifies the situation. Thank you for your time and understanding.
  
  

• Initial Complaint

  06/19/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  This is a solar company that breached their contract. They did not schedule appointments as stated in their contract. They were four months late delivering their product and should have reimbursed for the lateness. Light reach has also demanded payment on a certain date when I specifically requested a middle of month payment. Per the salesman from Our World Engery this was possible and could be changed. The communication between the three companies was absolutely unsatisfactory to say the least.The unexpected appointments, no show appointments and lack of communication during the install was so bad that someone living in the home almost lost her job. This product works exactly as anticipated, but the experience is unacceptable. At the least they should pay for the four months that the unit did not produce as per the contract. Missed appointments, 6, should be paid the common service call fee to us as we wasted our time. The payment should be as discussed and be the 15th as needed.

  

  Business response

  06/25/2024

  Dear ******,
  
  Thank you for reaching out. We appreciate the opportunity to address and clarify your concerns.
  
  Firstly, it is standard for solar installations to take between 3-6 months, depending on the size of the system, city permit times, and electrical work involved. Your project, which took 4 months, falls well within this estimated timeframe.
  
  Regarding the payment with Lightreach, please note that OWE does not have the authority to modify or manage this aspect. You will need to handle this matter directly with them. We apologize for any inconvenience this may cause, but it is beyond our capacity to assist in this area.
  
  As these situations fall under standard procedures, we are unable to offer reimbursement. Nonetheless, we sincerely apologize for any miscommunication regarding appointments and the inconvenience it may have caused. We confirm that the system is operating correctly according to the Enphase Enlighten application.
  
  If there is anything further we can assist you with, please do not hesitate to contact us at ************.
  
  Thank you for your understanding.

  Customer response

  06/25/2024

  *** is who I bought the system from and made the false promises. Your salesman. I still have his business card. Per the contract this system was to be installed and operating by Jan 24 th. Per your salesman the payments could be moved to an agrreable date. 

  

  Business response

  06/26/2024

  Dear ******,
  
  Thank you for your response. We understand your frustration regarding the payment timing and unfortunately, the ability to adjust this rests with Lightreach, your leasing company. We recommend reaching out to them directly to request a change to your payment date, as *** does not have the authority to make changes to your account on your behalf. 
  
  Regarding the Lightreach contract dates, we acknowledge that the dates listed are marked as estimates, which can understandably cause confusion. Permit processing times are beyond our control, and your system's operational timeline followed the average expected timeframe. However, due to the confusion this has caused, we are willing to reimburse you for two loan payments, totaling $271.66. Your contract estimated the system would be operational by December 11, 2023, but it actually began operating on February 21, 2024. While the timeframe on Lightreachs contract is estimated, we understand how this might appear as a delay.
  
  We hope this reimbursement demonstrates our commitment to resolving this issue and ensuring your satisfaction. Please call or text us to ************ to confirm all information, to have the check sent as soon as possible. Thank you.

  Customer response

  07/01/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  05/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in April 2023 we meet a man name *** at city on a hill in ********. This man set up a meeting with my husband to discuss solar panels. This went on for months before we agreed, had everything approved and installed. we were told we would have a whole home back up and we would produce enough energy to sell back to united co-op. Both of these were lies. we aren't even producing enough energy to cover our on usage. after trying to contact the company with no returned phone calls, I put up a ****** review. this must of sparked some fire in them. they called and offered to make it right but my ****** review had to come down first. First they told us we had too many trees so they sent someone out to cut down trees. Didn't help, surprise! so they offered to install more panels. they sent someone out to check it out, my husband informed them they couldn't put it on our roof so they said it would take a few weeks to get a crew together to come back out. Here we are months later and again nobody answering the phone or returning my phone calls. we now have a $393.68 bill to ever Brite plus a close to $200 electric bill. so now we are stuck paying over $500 every month instead of just during the winter. I wish we would of never been scammed by this company and want it fixed asap. we will seek legal help if need be but we are trying not to go that route. also I guess my ****** review can't go back up after being removed so this is the only way I knew how to get this companies attention. Hopefully cooperate reaches out soon and corrects this problem because I am beyond tired of dealing with this company.

  

  Business response

  05/28/2024

  Dear *******,

  
  Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for any miscommunication that *** have occurred on our part. Rest assured, we have taken steps to address this issue and improve our communication processes moving forward.

  Our records indicate that a service date for your system has been scheduled for May 30th. We are confident that this service will address the concerns you have raised. Our team is committed to following up with you promptly after the service is complete to ensure your satisfaction.

  
  Thank you.

   

  Customer response

  05/28/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  In April 2023 we contracted with Our World Energy (OWE) to install a whole home solar system with a battery backup. We specifically stated that unless we could be off grid we had no desire to install a solar system. The system was scoped in size with this in mind and we agreed on the price. During the time of the system being installed OWE changed project managers on us multiple times and the paperwork submissions were not addressed promptly and we had to refile and sign multiple versions of requests with our electric provider PNM. Communications between the head office in ** and the *** installers and electricians was problematic at best. ***** would show unannounced and not at the times scheduled by the ** office. The system was finally "completed" in October - we were under the impression that the whole house system had been implemented and we were off-grid capable. The first time we lost power since the system was installed was in March, and we found that only a few items in the house were powered - none of which we selected or discussed with us. We requested that an electrician be sent out to finish the job. We have been in a holding pattern since the end of March and OWE has not resolved the issue. As they have been paid the full $44,400 it is not a priority for them and I feel that they are no longer acting in good faith. I am escalating the issue and am starting to look for legal counsel. As a precursor to this, I am hoping this can be resolved with BBB intervention.

  

  Business response

  05/15/2024

  Dear ******,
  
  Thank you for raising your concerns with us. We appreciate the opportunity to address this issue promptly. An electrical technician will be in touch with you to discuss how we can adjust the circuits to ensure that your preferred appliances operate during a power outage, utilizing the extra energy stored in your batteries. We apologize for any oversight in not discussing this option during the installation process. 
  
  We are committed to resolving any miscommunications and ensuring that you have a comprehensive understanding of our full home backup capabilities. Our management team is eager to address all of your concerns and provide a satisfactory resolution. 
  
  Thank you for bringing this to our attention and allowing us the opportunity to rectify the situation.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  To Whom it May concern, on 6/29/23, 2 OWE sales reps knocked on our door. We sat down with them and in the end we had signed to do a solar package costing a little over $70.000.00. They were up front and stated that install would be a few months out. The 2 OWE sales reps had stated that we could get out of the contract for any reason as long as it took place before install. 2 weeks later I called OWE *34323031373834343434* and tried to cancel the whole contract as a job opportunity had come available and we thought we may be moving. I was told by a OWE manager that the only way we could cancel is to pay a 10% fee. I did not agree with this so we proceeded. Fastrack to end of October 2023. Install was almost wrapped up and part of the job was to run a trench line to my shop and install a subpanel so I could have power at the shop. The trenching and conduit was put in place and the * frame was installed. No wire and no subpanel was installed. At the end of Oct. 2023 the final inspector showed up and failed the inspection due to the job was not complete because of the wire and the subpanel. This went on for a while and *** was very hard to get answers from as to why the job was not finished. 2 Months later I still had no answers as to why it was not finished End of Dec. 2024 the inspector came back out and passed everything. The subpanel and wiring was still missing. *** told me that they had to get permits to run the wiring and install sub panel. The initial permit and plans has the subpanel included. May 2024. Still no progress on finishing up the work. No one from *** will return calls or texts. I want the job finished and I want some compensation back on the $70,000+ loan I had to take out for this.

  

  Business response

  05/08/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any dissatisfaction and inconvenience you have experienced. We have thoroughly reviewed your account and have noted that a subpanel installation is scheduled for May 17th, 2024. Our team is committed to ensuring that all work is completed promptly and to the highest standard.
  
  Your dedicated project manager will be in touch with you to provide updates and address any further questions or concerns you may have. We greatly appreciate your understanding and patience as we work to resolve this matter efficiently.
  
  Thank you for choosing our services. Should you have any additional feedback or need further assistance, please do not hesitate to reach out to us.

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I contacted YourPowerConnection consultants (who provide consultancy services to One World Energy) to discuss and install solar panels on my home. One of their representative had all the discussions with me and quoted me around ~15K cost. I was ok with that. He asked me to pay $2000 in down payment and the remaining amount can be paid in two installments, one at the time of panels installation and one when they are ready to use. Their contract clearly said that i can cancel within 10 days of signing the contract for any reason. I paid $2000 down payment on 9th of April 2024. They sent me a contract on 10th which was lacking a lot of points we verbally discussed so i didn't sign and asked them to correct it. Their representative told me on 11th that he was ready with corrections and he can come on 12th April to get it signed. However, on 12th of April, we encountered unexpected expenses and decided to delay our decision for solar a bit later. So, i asked them to cancel the solar installation plan and refund my money on 12th of April.So, I never signed their contract and I'm looking refund for my down payment of $2000.Since, 12th of April, i am constantly following up with them for my money back. They are sending consolation email that we understand it is not right, we understand your frustration and so on but NEVER GIVING MY MONEY BACK, NOR PROVIDING A DATE ON WHICH THEY WILL REFUND. It is still going on like this now and now they have started not responding on my emails. This is too much! Request BBB if you guys can help me get my money back.

  

  Business response

  05/01/2024

  We sincerely apologize for the inconvenience you have experienced. Our team has promptly processed the $2000 refund as per your request for an ACH transfer. Based on our records, the refund should reflect in your account within the next 2-3 business days. We appreciate your understanding and patience as we work to resolve this issue for you. Thank you for bringing this to our attention.

  Customer response

  05/06/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  

  However, they are just working to save their ratings on BBB. Had i not complained on BBB, they would not have processed my refunds. This organization is not good, doesn't work towards customer satisfaction, they are only trying to save their ratings not their customers, in anyway. I would request BBB to not rate such businesses A+. The don't deserve it, at all!

  Thank you.

  
  Regards,
  
  Barhamdev Yadav
  
   

  
  

• Initial Complaint

  04/24/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Solar salesman picked up my 94 year old dad's phone from the ************** and he downloaded a sales contract and signed it on dad's phone without my dad knowing. My Dad never wanted or agreed to purchase the solar panels. My dad does not hear very well and he was taken advantage of. He was saying he did not want to purchase the solar panels while the salesman (******************) was signing dad up for a 25 year lease. The signature and initials are not even similar to dad's handwriting. It is too neat.

  

  Business response

  04/30/2024

  Thank you for bringing this matter to our attention. 
  
  After conducting a thorough review of our records, it has come to our attention that there were documented calls and voicemails where **************, the homeowner, expressed a desire to proceed with solar installation, despite the reluctance of his children. We have promptly forwarded all relevant documentation, including the recorded conversations, to the finance company for their investigation. We are in close communication with them to ensure a comprehensive review of the situation.
  
  Furthermore, we would like to stress that entering into a loan agreement with a third party involves more than simply signing a document through DocuSign. We are actively engaged in addressing this matter. If you have any further questions or would like to provide additional information, please don't hesitate to contact us.
  
  

  Customer response

  04/30/2024

   I checked with my dad and he said he never talked on the phone to the solar company so there could be no recorded phone messages or voice mail.  He also said he never agreed to purchase the solar panels so there could not be a recording of him wanting them.  He was never shown a contract for the solar panels or for a loan to purchase the solar panels.  If he wanted the solar panels he would have paid cash for them and would never have taken out a loan.  A loan is a waste of money and raises the cost of things.

  

  Business response

  05/02/2024

  We would be pleased to provide you with the voicemail we have on file that indicates he originally agreed to the panel purchase and price. Kindly confirm your email address so we can promptly send it over to you.
  
  As mentioned earlier, all relevant information has been submitted to the finance company for their investigation, as the loan was not facilitated through our organization directly. We are working closely with them to facilitate a resolution and will keep you informed of any developments.
  
  We understand the importance of this matter to you and we assure you that we are actively working on finding a suitable solution. Please do not hesitate to reach out if you have any further questions or concerns.
  
  

• Initial Complaint

  04/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract for a solar system with full battery backup for my home in October 2022 at a cost of $66,516. The solar panels were delivered 1/12/23 and payments on the loan (arranged by ***) began 90 days from then, 3-12-23, of $273.14 per month but the installation was not complete until the end of July. The system produced about a week then showed an error and was off until Sept. The panels began producing but were not able to communicate with the batteries so was not able to switch to batteries at night to stay off "The Grid". Being off the grid and self sufficient had been one of my main reasons for going solar. It was determined that the panels (ground Mount) had been placed too far away from the batteries and wifi. That has not been corrected to this date, 7 months. I have contacted them weekly to begin with with the same response "Oh we understand your frustration and certainly apologize the team is working on it and we'll get back to you within a few days" they do not get back to me,One of the panels blew off one end. I reported it and they either came and fixed it when I wasn't home or it blew back in place but since then I go to Enphase that monitors production it shows that nothing is being produced. I'm back on the grid 100%.I'm a 79 year old widow and have never felt so powerless in any business dealing. They have their money from my loan so have no incentive to provide what contracted for. I'm embarrassed that I've allowed them to take advantage of me to this degree but do not know what recourse I have short of legal action that I cannot afford.

  

  Business response

  04/29/2024

  Dear ******,
  
  Thank you for bringing your concerns to our attention. We apologize for any inconvenience you have experienced with the loose panel and battery communication issues.
  
  Our technician visited your property on April 15th to address the loose panel, and we have been in close communication with Enphase to troubleshoot the battery communication issue. Our team has scheduled a service visit for May 1st to make the necessary adjustments, including moving a junction box and adding an H frame.
  
  We understand the frustration that these issues have caused, and we appreciate your patience as we work to resolve them. Rest assured, we will follow up to ensure that your system is operating smoothly after the service visit.
  
  Thank you for your understanding and cooperation.
  
  

• Initial Complaint

  03/20/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  ***************** from Our World Energy came to my door with High Energy Efficiency to sell windows. He offered us that if we made a package of windows with solar panels it would be much cheaper. We agreed to the deal and signed a document. The panels were installed and the windows never arrived.**** never provided the copy of the signed contract to us. After many calls we were able to obtain a copy of the contract through the financial company and not from ****. The contract indicates that no type of verbal guarantees were made during his hearing, when they were made. I am trying to contact the company but it is very difficult to find someone to take responsibility for this.**** currently does not work at the company and does not answer the phone.I need help, I don't know what to do. I have a debt of 50k on the roof of my house and I don't have windows, which is what I needed. I want the company to remove their panels and pay me the loan they took out to pay for the windows I never received. I ran out of the panels I don't need.

  

  Business response

  03/22/2024

  Dear *****,
  
  Thank you for bringing your concerns to our attention regarding your recent purchase of solar panels. We sincerely apologize for any confusion or misrepresentation that *** have occurred during the sales process. 
  
  Upon reviewing your account, we see that you were billed for the solar panels as per the agreed-upon terms, with no additional charges for windows. However, we understand your claim regarding the windows and would like to investigate further to ensure everything is addressed properly.
  
  In order to assist you further, we kindly request any documentation or evidence you *** have regarding the additional windows you mentioned. This will help us thoroughly review the situation and provide you with a resolution. Please feel free to contact us at ****************************************** or ************ with any supporting documentation you *** have.
  
  We value your business and are committed to providing you with a satisfactory resolution to this matter. Thank you for your cooperation and understanding.
  
  

*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. ↩