ComplaintsforPowur

• Initial Complaint

  02/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I started out the process in January of 2021 with Powur with an independent consultant, **********************, who was recommended by my parents. Unfortunately theyve fallen into the same play of words as Ive found myself now a year later.********************* lack of communication was a red flag but we had already signed beforehand. Thinking that we could save some money in our power **** is a great selling point and a credit we supposedly get back to keep our payment the same. I write this today, February 4, 2022 Taxes filled and effectively the tax credit is exactly that, a credit thats not refundable. Which was sold to us as money you get back to apply towards your loan to keep payment the same after 16 monthsNow we learn that not only the politics here in FL changed to where a homeowner, who uses less than $30 in their ****, will get a fee in their **** that will permanently raise the light to $30 if you dont meet the minimum. Aside from this fee, because the tax credit is not refunded, the targeted loan balance will not be met because obviously were not getting this money that was guaranteed by this individual who represents Powur.We find ourselves in a situation where we will be paying $60 MORE than if I hadnt switched to solar. To where I used to only pay $170 at the highest. To those reading this I would suggest to do your due diligence; read carefully, check your wording and dont get fooled by a salesman that just wants to make his commission regardless of the damage made due to the sale. My regrets? Going solar due to a trusted recommendation. Have I noticed any benefits going solar? Nothing at all, Im left with an unpleasant experience, more debt to pay and frustration.If there was a way to remove these panels Id do so in heartbeat. The pros do not outweigh the cons.Powur, I suggest you find transparent people to represent you as a company and your values. If there were a way you could make this right, Im all ears.

  

  Business response

  02/07/2022

  Hi there *******,

   

  Thank you for bringing this issue to our attention. Were sorry to hear that youre not receiving the typical premium service and level of communication that were known for. 
  
  
  I have contacted the Operations Manager and the Project Manager assigned to your project to resolve this situation as soon as possible.
  
  
  Please know that we always strive to provide a satisfactory resolution to any problems our customers could experience during the process of their installation. A member of our team will be getting in touch with you shortly. We appreciate your patience while this gets resolved.
  
  
  Again, thank you for taking time out of your day to bring this to our attention. We will work diligently to provide you with a solution that you find fair and that meets your expectations. If you need support with something else in the meantime, you can get in touch with us directly at ***************************************.

  Customer response

  02/09/2022

  
  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

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2020, M*T met Powur Solar consultant, **** B, got info from him * the original Project Manager, ******* M, who explained that Powur was "one-stop shopping": they'd handle the management/installation of a new roof, electrical panel * solar panels. We'd vetted contractors but ******* assured us he'd worked with his for ************ were honest * competent. We had many delays, damage, extra cost and stress (including rotted wood not replaced * papered over holes in the roof) due to the incompetence * dishonesty of the roofer. ******* S, Powur OM, hired Rainy Day to finish the job although he tried to pressure us to use the original roofer. More delays; Rainy Day didn't install the required # of attic vents. We repeatedly emailed Powur over 3 months to get this resolved so we could have the final roof inspection. Roof delays took us into the rainy season; this delayed the electrical contractor, GR8 Energy ******** The solar panel installation began on 01/03/2022 by GR8 Energy's contractor; all the **************** were installed on the back roof, contrary to the layout M and T approved in 9/2021. We immediately contacted ****** Brita * ******* asking for explanation/solution. So we wouldn't miss our January 7th inspection M proposed: New brackets, the rails * the panels were reinstalled in their correct place for inspection; about ***************************** the incorrect area to be removed by the installer * the roof immediately repaired by Rainy Day. From Brita; got a "sorry, looking into this" on 01/05; nothing from ******* until 01/06; he admitted Powur's mistake * said they'd fix everything. Nothing from ******* since then * only other email from Brita was on 01/20: "congrats on going solar", no mention of brackets/roof repair. **** hasn't gotten any answers; our 02/02 email to *************************, CEO, was rejected. We want to make our good faith payment of $5000 but the job is incomplete * we've heard nothing about removing brackets or repairing our roof.

  

  Business response

  02/03/2022

  Thank you for bringing this issue to our attention. Were sorry to hear that youre experiencing this continual issue and that youre not receiving our typical premium service that were known for.
  
  
  I have contacted the Operations Manager and the Project Manager assigned to your project to make sure you not only receive an explanation but the proper solution as soon as possible.
  
  
  Please know that we always strive to provide a satisfactory resolution to any problems our customer could experience during the process of their installation. A member of our Team will be getting touch with you shortly. We appreciate your patience while this gets resolved.
  
  
  Again, thank you for bringing this to our attention and we apologize for the continual frustration youve experienced thus far and. We will work diligently to provide you with a solution that you find fair and that meets your expectations. If in the meantime you need support with something else, you can get in touch with us directly at ***************************************. 

• Initial Complaint

  01/17/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Hello,I am a resident of ************ and have an issue with the company, Powur Solar. I signed an agreement in December 2020 to have a full system with a battery pack installed at my home,however it is now a year later and I still cannot use my system. The install started in January 2021 and they finished the solar panels in February 2021. They were supposed to get *** for the panels shortly after and they would then work on getting the battery installed and connected, and get the permits for that piece. Unfortunately, the Permission to Operate (***) was never filed properly and there was excuse after excuse by the subcontractor who was responsible for the install. Powur ended up firing that subcontractor in August and brought in a new one in that same month. They were supposed to finish attaching the battery and get the *** for the entire system. They still do not have the permits and have repeatedly had the application sent back due to errors. It is a year later and I still do not have my system up and running. At this point, I want Powur to take everything back so I can go with a company who has quality staff and subcontractors who can complete the job in a timely manner.When my loan was supposed to begin in April 2021, I told Powur that I would not be paying my loan and PG&E so they have been paying the loan amount of $170/month. At the end of last year/beginning of this year, I told Powur executives that I would be seeking to have them take everything back and pay off the loan. They are offering me $6000 not to proceed with anything but I do not feel that amount covers my time, energy, and patience I have had during this whole process. In addition, I do not trust that I will have further issues with Powur and the install.I am hoping to gain some help to put pressure on Powur since they are in breach of contract.Thank you in advance for your help.*****

  

  Business response

  01/18/2022

  Thank you for bringing this issue to our attention. Were sorry to hear that youre experiencing this issue and youre not receiving the typical premium service that were known for.
  
  
  I have contacted the Operations Manager and the Project Manager assigned to your project, so they can resolve this situation appropriately and as soon as possible.
  
  
  Please know that we always strive to provide a satisfactory resolution to any problems our customers could experience during the process of their installation. A member of our team will be getting in touch with you shortly. We appreciate your patience while this gets resolved.
  
  
  Again, thank you for bringing this to our attention and we apologize for the frustration youve experienced thus far. We will work diligently to provide you with a solution that you find fair and that meets your expectations. In the meantime, if you need support with something else, you can get in touch with us directly at ***************************************. 

  Customer response

  01/22/2022

  
  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

  11/24/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed a contract with Powur to put solar panels on my house on 9/17/21 and went through the entire pre installation process. I put down a deposit, there was a site inspector that came out to my house, plans were submitted and approved by the city and the installation day came. On the day of installation they came out and said they would no longer do the install as agreed upon in the contract and that I would need a full reroof done because of the type of roof that I have. However, the type of roof I had was noted by the sales rep, I was charged extra for the roof type, and the site inspector saw and knew the roof type. The idea of a reroof was never mentioned to me during the site inspection and was not in the contract. I am requesting that Powur complete the job as laid out in the contract.

  

  Business response

  11/30/2021

  Dear *****,
  
  
  Thank you for bringing this issue to our attention. Were sorry to hear that youre experiencing this issue and that youre not receiving our typical premium service that were known for.
  
  
  I have contacted the Operations Manager and the Project Manager assigned to your project, so they can resolve this situation as soon as possible.
  
  
  Please know that we always strive to provide a satisfactory resolution to any problems our customer could experience during the process of their installation. A member of our Team will be getting touch with you shortly. We appreciate your patience while this gets resolved.
  
  
  Again, thank you for bringing this to our attention and we apologize for the frustration youve experienced thus far and. We will work diligently to provide you with a solution that you find fair and that meets your expectations. If in the meantime you need support with something else, you can get in touch with us directly at ***************************************. 

  Customer response

  12/05/2021

  I have not received any communication from the business and I don't want the complaint to be closed automatically (in 5 business days).

  

  Business response

  12/06/2021

  Hi there *****,

   

  We apologize you have not yet heard from our team and have forwarded this to a customer specialist to make sure this is a priority for them. Thank you for bringing this to our attention and our team will work hard to create a resolution that you are happy with. 

  Customer response

  12/16/2021

  This is the same response as before and I still have not received any communication from the company or any attempt at resolution.  Responding with this status so the case does not automatically close within 5 days since the matter is not resolved.

  Customer response

  02/24/2022

  Although the previous response that Powur submitted was that they would reach out to try to resolve this matter, I still have not received any email/correspondence from them.  

  

  Business response

  03/16/2022

  We apologize for the ongoing frustration and understand that youre not satisfied with our initial response. We take full responsibility for not identifying the condition of your roof during our site survey. You should have been alerted that your roof was not solar-ready and you should have been informed of the full scope of the project as soon as possible. We understand that our team has reached out with a final resolution that's based on your requests and hope that you find it satisfactory. Again, we appreciate your patience with our team.

• Initial Complaint

  10/12/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a solar system in May of 2021. ********* in ***** ** did the install. They conducted a roof inspection to ensure my roof was good and would support the solar panels. The installation started around June 16 and Aug 22nd we were on solar power. I had to make myself available 6 different days so the installers could come back and fix something that was not installed to Powur's standards. On Sept, 22nd we had a pest inspection done and the inspector brought a roof leak to my attention. I contacted Powur immediately (I was told that my roof and the panels had a 30 year warranty) and they sent the installers again to look at the leak and they determined that since the leak is on the roof vent and not the panels they weren't going to fix it, now today another contractor came by and told me the same thing. My roof was inspected and didn't leak before and the area of the leak is where they walked and worked every time they came. Nobody else was on it.

  

  Business response

  10/13/2021

  Dear ******************,

  
  Thank you for bringing this issue to our attention. We are sorry to know that you had to experience this problem with your roof. We understand how frustrating this can be.

  I have contacted the Operations Manager and the Project Manager assigned to your project, so they can resolve this situation as soon as possible.

  Please know we always strive to provide a satisfactory resolution to any problems our customers could experience after the installation of their systems. A member of our Team will be getting in touch with you within the next 48 hours **** We appreciate your patience while this gets resolved.

  Sorry again for the bad experience you have gone through. We will do our best to make this right for you. If in the meantime you need support with something else, you can get in touch with us directly at **************************************** And thanks again for bringing this issue to our attention.

  Customer response

  10/13/2021

  
  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. This will be at least the 8th appointment that I have had to make myself available for this company.  They sent 2 people out to my house on two separate days only for them to tell me this isn't their problem to fix.  I have been more than accommodating and patient with this company and feel they are taking advantage of that.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************************
  
   
  

  Customer response

  10/18/2021

  I have to reopen this complaint, Powur said in their response to you, that I accepted, that I would hear from them "in 48 hours *** with a solution".  That was Wednesday October 13th and I have heard absolutely nothing from them.  I am at the point where I want them to come take the entire system off of my house, refund all the money I paid, and replace my roof completely.  Any help on this matter will be greatly appreciated.

  
  

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

  complaint #********

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

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

  

  Business response

  10/27/2021

  Dear ******************,

  On October 20th the Operations Manager assigned to your project got in touch with you. He let you know that Powur will take care of the roof damage. He is also already in direct communication with you getting this resolved. Thank you for your collaboration while we got this situation resolved. Have a great day.

  Customer response

  11/01/2021

  
  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.  It was a huge hassle again as the company that was set up to fix the roof was 2 hours late for their pre-arranged appointment and I had to leave someone I don't know anything about at my home, alone, while I had to go pick up my children from school.  Powur did make good by having my roof fixed.
  
  Regards,
  
  *************************************
  
   
  

• Initial Complaint

  09/28/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I spent over $28,000 to have a **** solar power system installed on my home less than 3 months ago. ************************* and *********************** were my points of contact with Powur;. The solar system has already required major repairs and now it has completely failed and is producing no electricity at all. Arbis is aware but he doesn't answer emails, doesn't provide any updates,, and is basically useless. ****** doesn't do anything since I paid my money. There is no after the sales customer service and ********************** doesn't stand behind their product.

  

  Business response

  10/05/2021

  Dear ******************,
  
  Thank you for bringing this issue to our attention. We are sorry to know that you had to experience this problem with your installation and that your system didn't work properly. We apologize for the inconvenience caused.
  
  Today morning I contacted the Operations Manager assigned to your project, and he told me that our service provider was at your house yesterday morning. Since then, your system is back up and running, and the issue was caused because your system required a firmware update. We are happy to report that the issue had nothing to do with the actual installation of your system.
  
  Sorry again for the system downtime you have gone through. We understand how frustrating this can be. Please know we always strive to provide a satisfactory resolution to any problems our customers could experience after the installation of their systems. If you experience any other issues in the future, or if you need extra support with your system, please get in touch with us at **************************************** We are here to serve you.
  
  Also, based on your communication experience with us, we will make sure to improve it to provide an ever better experience. We understand how important is to have regular updates about the work that is being done by our team to solve your issues. Thank you for your feedback.

  Customer response

  10/05/2021

  
  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,
  
  *************************
  
   
  

*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. ↩