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:05/01/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 had FAFCO solar panels for our pool installed in 2016 that supposedly had a 12 year warranty. In April of 2024 we noticed a leak in a panel. We contacted Everything 4 Pools the FAFCO dealer that installed our system out to make the repair. Everything 4 Pools advised that the pin hole causing the leak is not covered by the warranty as routine wear due to sun exposure. Obviously solar panels are designed to be exposed to the sun in order to heat the pool water. It appears the very purpose of using the solar panel is not covered making the 12 year warranty meaning less. As a result we had to pay $164.95 out of pocket to repair the leaking panel. We feel this repair should be covered and are requesting a refund of $164.95

  Business Response

  Date: 05/02/2024

  FAFCO has reviewed this issue and found that our authorized warranty station,Everything4Pools, was correct in their determination that the pinhole leak is not a manufacturing or workmanship defect, which is what the warranty covers and explicitly states. We also found that ************************** never contacted FAFCO to discuss the situation before filing this complaint. If he had, we could have explained the coverage of his warranty in detail. FAFCO has been standing behind our products since 1969 and has tens of thousands of satisfied homeowners heating their pools with free energy from the sun. We will continue to stand behind our manufacturing and workmanship and invite ************************** to reach out to us directly if he has any questions or concerns in the future.
  

• Initial Complaint

  Date:10/02/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  May 31, 2023 I purchased a solar collector and starter kit direct from this company. I received the item and realized it would be too difficult to work with. I contacted the company for return instructions I returned the item just as their directions requested on 6/23/2023 I paid the shipping as requested also. They have not refunded me for this item which cost of $372.14. I have called many times only to be told that they do not know why it hasnt been refunded and that they would request a refund again. I have probably only called once a month. This last time I called, today, I was put on hold for some time then the call was disconnected. The company I ordered from was Fafco,Inc.The charge on my credit card was to Pools inc.com

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 09/18/2015, we purchased a Fafco solar pool heating system consisting of 6 solar panels with a 12 year warranty. We purchased the system through Fun in the Sun Pool Heating out of *******, **. In March of 2022, I noticed some water coming from the roof and called Fun in the Sun to come check it out. They advised all panels were leaking from the head of the panel which required a warranty service call. Furthermore, they advised they no longer provided warranty service for those panels and I would have to call Sunlight Solar to remedy the issue. Sunlight Solar was then called and came out to check the system and, sure enough, all panels needed replacement. Several weeks later, the panels were shipped and replaced on March 30, 2022. Sunlight Solar charged me $125 a panel in labor, so $750 later (and under warranty) my panels were replaced. Fast forward to March 19, 2023 and I have water streaming out of my system onto my roof. Called Sunlight Solar again to come out. $130 service call to tell me what the problem is. If it is not the panel covered under warranty by Fafco then it will be $105 per hour plus the cost of any parts needed to repair. If it is the panel then they advised Fafco is now charging shipping for any new panels and it will again be on me for labor.Sunlight Solar is the only warranty servicer in my area because no one else wants to do work for free for Fafco. When I elevated my call to the manager at Sunlight Solar, they advised me that they do not receive payment from Fafco when they do warranty work so they pass on the fees to the customer.How can you back a product that you are well aware of has a problem? You shouldn't offer a warranty on a product that the customer is going to have to pay for anyway. At this point, I feel like I need to overhaul my one year old system just to get rid of Fafco.

• Initial Complaint

  Date:06/21/2022

  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 2019 I purchased a solar pool heater from from ***************, in ********* **. After purchasing the products and installation, I was having problems with advantage solar and called FAFCO and both of them came out to my property. When FAFCO came out, he stated that FAFCO would honor the parts and labor warranty. The fact that he came out all that way from ***** ** calmed my fears immensely and so I let them finish installing it correctly and never thought about it again. In 2021, I turned on my system for the year and notice that it had some leaks. I called advantage solar and they said they were no longer in business and then I should call FAFCO directly. They asked me to go through a local solar repair company to get service and that the local dealer would contact them to get the parts sent out for warranty repair. The local solar repair company was Suntech and they stated I would be charged for the labor even though that's what FAFCO had promised. FAFCO also charged me for shipping out the new replacement solar panels for my warranty. All of this was the opposite of what FAFCO had promised me when their ********** representative came out to my property to assure me and shook my hand.I later complained to FAFCO about this and they said they were going to send me a check for the shipping charges. I called and called and called and called, but they never got the check to me. Even though they said it was on their way every time I would calling, it never arrived. Now, I have another repair for the panels. They are charging me again for those panels to be sent out to me. This is in addition to the local solar pool heater repair company charging me their fee for installing these units. This is simply not right. I'm being taken advantage again, and the company has gone back on their word to pay me for the shipping I had previously paid for the first time. Please look into this matter and force the company to repair everything without labor or parts costs.

  Business Response

  Date: 06/24/2022

  Hello ********** ***** you for reaching out to us again on this platform. As we have stated to you before and provided you with our warranty documentation that states shipping and labor are not included in our warranty policy. As you are unable to provide us with a name of who stated that we would honor the parts and labor warranty we cannot verify the legitimacy of this claim. That being said we made a one time exception in October of 2021 and we mailed a check to refund you for the shipping for your previous warranty claim. Here is the correspondence from 10/8/2021:
  "***** you very much for sending over the tracking information for the check that's on the way. As soon as I receive it, I will let you know everything is okay. ***** you!
  
  Christian 
  
  
  On Fri, Oct 8, 2021, 3:49 PM FAFCO ****************** ********************************** wrote:
  Hi **********
  
  Our finance team just provided me with the tracking information for the refund check.
  
  This is the **** tracking number:
  
  9405511899561974636851
  It is expected to be delivered on the 12th."
  
  We did not hear back from you that you did not receive the refund check. We have spoken with our finance team and since it was not cashed in 3 months it was void. Please email us at ********************************** with a different address to mail this check to as we stand by our word and would like to provide you with this refund. 
  
  As far as your most recent claim, our customer success representative, K****, has been communicating with you frequently to keep you up to date with the shipment of your replacement warranty panels. You even mentioned to her that she always answers your calls and speaks with you. Your panels were approved to be replaced and we have shipped them out to you and provided you with the tracking information. As we have mentioned before, your warranty explicitly states that it does not cover shipping and labor only what is determined to be a manufacturer's defect. As you have been in communication with our team via phone and email we appreciate you continuing to use those methods to communicate with our team. 

  Customer Answer

  Date: 06/29/2022

  Hi FAFCO,

  Thank you for your reply! As I have stated prior, ***********************, of ********* Solar, and the FAFCO Area Representative (who came and performed a site visit at my house) stated that Parts and Labor are covered when he came out.  You should know who this is.  He took a flight from your ***** headquarters after I complained to your office that the solar system wasnt installed correctly.  Based on this site inspection with FAFCO and the ********** of ********* Solar, ********* made corrections to their install.  I was scared that I was getting ripped off, because I had someone else in the pool business look at the system and he listed many items that were installed incorrectly.  He alleviated my fears when he stated that FAFCO would cover Parts and Labor if the company I purchased from didnt take care of any repairs.  You need to stand by your word! This is totally dishonest!

   

  I never received the check from FAFCO.  At that time, my email was hacked and I didnt have the contact information with which to contact your representative I had been speaking with.  My familys ID Theft deterred me from following up regarding the messing check.  Let me ask you, what address did you mail the check to?  I never saw it.  Please send the check out.  You can send the check to the address on this complaint, which is:

   

  *******************************
  9060 **********************************.
  *********, **  89149
  ************

   

  Yes, ***** has been nice and responsive, but you didnt mention my entire remark to her.  It was that I appreciated her answering the phone as I did not even have that courtesy the last time I dealt with FAFCO. FAFCO would never answer the phone and would barely answer their emails. In mean, do you see how many email I sent to you with which I never received a response?  FAFCO just didnt want to deal with their customers and I appreciated her answering the phone. Thats not to say that Im thrilled with everything else thats happened.Shes probably one of the better parts of this process, but she doesnt have control over how the warranty is administered.

   

  What do you mean when you say that you only pay for shipping and labor when is determined to be the manufacturers defect? This is a manufacturers defect. Every time Ive had the panels replaced I am told they are a manufacturers defect. Thats why I was issued the credit before. Every year I prep the system for winter and follow all instructions, yet there are problems with the system Springing leaks.  This leads to me not being able to use my pool for most of the swimming season.

   

  Honestly I feel Ive been taken to the cleaners by FAFCO.  The company said that it would stand by their product and installer in the event that either one failed, and they have charged me all along the way. Ive had to pay for labor to install the solar panels and Ive had to pay for the solar panels to be shipped out. Additionally,the solar panels shipping cost seems to have gone exponentially higher. PLEASE PROVIDE THE SHIPPING INVOICE FOR THE PANELS YOU SHIPPED OUT LAST YEAR AND TODAY.  I would like to see what the shipper charged you for shipping.  Its like Im paying for the solar panels every time I order them now for a warranty repair this should all be included as per FAFCO. This is what Id like covered as it was what I was promised. Nothing more and nothing less. If not, I have to seek other remedies as I am not paying every time theres a defect in the solar panel. Ive also filed a complaint with the ********** Attorneys General, with more to come.  Its not fair to me what you are doing and you know it.

  
  

  Business Response

  Date: 07/12/2022

  Christian,
  
  *********************** of Advantage Solar is not a representative of FAFCO. While Advantage Solar was authorized to install our products,they were not in any way our agent and do not speak for FAFCO nor do any other contractors that install our products. We also do not have any record of any FAFCO employee visiting your home and you are not able to provide us with any record. Even if a FAFCO representative did visit your home, all our employees are instructed to not provide any blanket statements on warranty that go above and beyond our current warranty coverage.

  
  We have provided you with our warranty document. This document explicitly states that labor and shipping is not covered by FAFCO on your system. (We have attached this document again)

  
  After numerous discussions with you, you agreed to pay for freight on the last shipment of panels. We have ensured that you have received the panels by ****** communicating with you via email and phone.

  
  As a gesture of goodwill, we issued a check last year as a refund for the freight cost. We have resent the check that was lost in the mail last year and have also ensured that you received it this time around. Per our records, you received the check on Saturday July 2nd 2022.  Last year you received 1 collector and this year you received 5 collectors under warranty. This is why the freight cost more. Also, as I am sure you are aware freight costs have continually been on the rise.

  
  We are sorry that you are still dissatisfied, but we believe we have more than fulfilled the obligations of our warranty.

  
  Sincerely,
  FAFCO

  Customer Answer

  Date: 07/14/2022

  I am rejecting this response because:
  

  
  

  and the strand that you're saying that **** ****** is not your employee, but he did represent your product to many many customers. Also, you did have a representative come out here from your corporate office. I'm gonna look again for his business card he provided. I'm hoping I can find it. I didn't think I would even need to go this far. That's why he came out in the first place. You totally disregarded what I said and that I had you guys come out. There was a reason I had you guys come out, because I did not trust what was going on. I had already paid them and things were not going at all like they said. So you're not taking that into account at all. All you want to do is minimize what you pay out. That is just not fair for the end user. You did have somebody come out here and visited antisolar and I'd like to know their name. If you have looked, you are withholding this information and you know that he came out. 

  
  

  Also, I've asked for a detailed invoice of the shipping cost for this year as you received from **** I believe that I was overcharged substantially.  I was asked to pay a **** that I did not received detailed accounting on. I'm basically held hostage. If I don't pay, then I won't get panels, even though I have a warranty. This whole situation is unfair to the end user. I am your customer and I really feel the hostility coming on your side. You should treat me with more respect. You have no idea what legally I am capable of and to what lengths I will go to describe what's happened on social media. If you wanna buy me out of what I've purchased, I would love to go that route so we can sever our relationships in a peaceful manner. Please advise where you would like to go from here. I am not at all done.

  Business Response

  Date: 07/26/2022

  This situation is most unfortunate.  We have been trying to make **************** happy for a while and do not believe at this point it is possible.  In addition to the complaint filed with the BBB, he has also filed a complaint with the Attorney General.  We have tried repeatedly to resolve his issues, but at this point believe we have reached an impasse.
  
  Here are the facts as I know them:
  
  ****************** did buy a solar pool heating system from Advantage Solar in 2019.  The system was sold with the attached warranty.  The warranty clearly states that the warranty does not include labor costs, the costs of shipping or any related costs resulting from the lack of operation of the Collector, the costs of which are the sole responsibility of the buyer.
  We can find no evidence of any of our employees visiting **************** and Ive asked everyone.  Even if someone had visited his home, no employee would be allowed to offer terms different than those expressed in our written warranty.  While it is true that we do sometimes operate outside of our warranty to resolve issues, we reserve this practice for the most difficult situations.
  We replaced one panel in 2021 and as a gesture of goodwill agreed to reimburse **************** the $53.60 for freight for the panel.  The original check somehow was lost in the mail and never received or cashed by ****************.  We sent a new check on June 29th, 2022, which **************** has received.
  Earlier this year, there was another reported issue with his system, and we agreed to replace five of his panels for free regardless of what was causing the problems with the system.  He agreed to pay the freight, which he did, and he subcontracted with a local installer to reinstall the panels.  We thought the issue was resolved. **************** paid $426.80 in freight. Attached is the quote we received from our carrier that shows there is not a discrepancy in the cost of the freight versus what we charged ****************.
  After receiving this complaint, we had our technical support team review photographs of the leaking panels.  We now believe the damage could be caused by freezing water trapped in the panels.  The system is installed so the panels that leaked cannot drain.  We have no idea if **************** properly winterized his system or not as he is required to do.  Therefore, we could make the case that the damage is not due to a manufacturing defect and not covered at all by the warranty.  As a gesture of good will, we decided to replace the panels at our expense.
  After all this was worked out between our *************************** and ****************, he filed this complaint with your office and continues to complain through the BBB.
   
  
  We have more than lived up to the letter and spirit of our warranty.  We are doing our best to stand behind our products and make things right for our customers.  After multiple conversations, **************** agrees to a solution and then changes his mind.  We have nothing else to offer him.
  
   
  
   
  
  *****************************

  Customer Answer

  Date: 07/28/2022

  
  

  I am rejecting this response because:
  

  
  

  ***************************** - FAFCO:

  
  

  1. You referenced a shipping quote, but it was not attached with your response.  Please submit it the itemized shipping invoice with your reply to my rejection. Remember, it needs to be the actual shipping invoice / receipt which is itemized to show the cost I paid for the 5 panels, not a "quote".
  2. If you insist on stating that what I'm stating isn't factual, when there are records showing the contrary, or if you ever deny a claim for defective panel replacements, then there are other remedies.  At minimum, I could easily go online and Petition Small Claims Court and follow through with it.  Additionally, I'm not the only effected FAFCO Customer.  As I've called around, I keep hearing that there are 80 dissatisfied FAFCO Customers in Southern ****** alone that would probably be served by a Class Action.  Remember, court directed Discovery will force the illumination of the facts I purport.  This will include company records such as credit card, banking, communications, and travel documentation and would just be the start.  Same with the other disenfranchised customers.  If you think I'm joking, just ask Intellisites LLC about the 100+ neighbors I organized against them when they tried to install a cellular communications tower in my neighborhood.  Again, I think you should know my now that I don't give up.
  3. If you feel that I didn't drain my FAFCO System properly, then come out and watch me as I perform my annual seasonal winterization.  I've done it every year as directed.  Also, if you think that my solar system was installed incorrectly, then you need to correct it.  Your "authorized installer" / franchise installed the System as prescribed by FAFCO specifications.  FAFCO is responsible for what their "dealers" have done, acting on their behalf.  There are no excuses FAFCO.  I've done my part.  Now you need to step up and do yours.

  I'm hoping we can settle this issue once and for all.  Please advise on how you wish to proceed.