ComplaintsforV3 Electric, Inc

• Initial Complaint

  07/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Contacted V3 Electric in late **************************************************** October 2024. Spoke to *********************. Wanted complete system with battery back-up. 95% system thru *************. Got a 75% system after value engineering a system I didn't order. They used an electrical bill that has me staying Friday thru Sunday past 5 years in preparation for retirement. System still designed at 40% of capacity need. Then halfway two of the eight panels removed from system giving on 75% system with a 40% use design criteria. They also left a dangerous mess each time they worked at my home. They cut personal locks off personal property. I've been lied to over and over by V# electric and now want them off my property. They would force me into accepting a system based on lies for profit.

  Business response

  07/11/2024

  Hello,

  We sincerely apologize for any challenges and inconveniences the customer has experienced.
  Our number one priority is to always ensure our customers have a good experience with us. Furthermore, it also our goal to appropriately size our customers' solar systems to align with their usage needs. After initially sizing this customers solar system based on the annual usage of 3,968kWh/year, we sized the system to cover 3,770kkWh/year which would equate to a 95% offset. *Important to note: we are required to align with the customers utility provider in regards to the offset which has a maximum 95% offset limit. In an attempt to resolve the customers concerns regarding the offset percentage, our team reached out directly to the customers utility company to request an offset increase as the customer stated his usage would be increasing as he would be living in the home more full time. Upon obtaining approval from the customers utility to increase the amount of kilowatt hours while also still adhering to their 95% offset rules, we promptly initiated a design and permit revision to reflect these changes to see if we could add additional solar and still fall within the 95% rule. Throughout this process, we have maintained consistent communication with the customer to ensure they remain informed.We would also like to sincerely apologize for the presence of any additional materials left at the jobsite that *** have caused disruption and for the damage that occurred to the customers lock. Once we were informed of both concerns, we immediately took action by offering to send a team back out to clean up any mess and reimbursed the cost of the lock in full.Despite our efforts to contact the customer via phone and text on multiple occasions to continue to keep the customer updated, we unfortunately have not received a response. Rest assured that we are fully committed to resolving these issues promptly and ensuring the customer has the maximum amount of savings possible.

• Initial Complaint

  06/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed an agreement with V3 Electric in 12/2023 and immediately experienced uncoordinated communication with their team.First, the sales rep claimed my email address was recorded improperly, so I didn't receive the emails they sent to me. On 1/8/24, V3 said the email address was corrected after I followed up a second time. On 1/15, I was sent plans for the installation which did not match the ones we discussed.The install was rescheduled several times due to weather.On 2/20/24, I received an email that I would need to be home the next day for an inspection between 7 AM and 12 noon, because my electrical panel is inside, and needed to be inspected. With less than 12 hours' notice, I was not able to take time off work and asked to reschedule. They did not follow up.On 3/9/24, I followed up with an email expressing my displeasure with the experience thus far. I informed them of the fact that installers left metal all over my yard and mud all through my house. I was told by different V3 reps that the issues were: 1) scheduling with the city, 2) Turnover with their staff. Their response to this email mentioned that we were nearing the "end stages" of this process.On 3/13/24, I was notified that a part needed to be upgraded, and again, I would need to be home. The installer didn't show up, and I was not notified via email until 3 PM. I was then assured I would not need to be home, as long as I left my gates unsecured. On 3/25/24, I sent another email to follow up on the final inspection and questioned their honesty when stating they were diligently working to finish the project.I did not receive another email until May 30, 2024, when they alleged that the system was inspected in February and that they sent me a new agreement. I never received anything. They have harassed me every few days via phone, text, and email about a form I never received, and can't offer a resolution when asked to resend it. Text Dates: 5/30, 6/14, 6/19. Calls: 6/7, 6/14, 6/24.

  Business response

  07/03/2024

  Hello,
  We would like to thank the customer for taking the time to speak with our representative yesterday and today to address all of the concerns raised. We sincerely apologize for any confusion this customer has experienced over the entire project timeline. Our primary goal is to ensure a seamless process with clear communication every step of the way, and we deeply regret any challenges that *** have affected the customers experience.
  Upon reviewing the customers project, we confirmed the status of the inspection with Dallas County Jurisdiction. We do apologize once again for lack of communication regarding our progress but can confirm we reached out to the customer today to confirm that the inspection was completed on 2/21/2024.
  Currently, the only remaining action for the customer is to sign their Interconnection Agreement as required by the utility company. Recognizing the confusion surrounding this document, we have taken proactive steps to alleviate any further trouble to the customer by sending a copy directly to their home address for their convenience in signing. We would like to emphasize that once this document is signed, the project will move into the final stage, requiring no further action from the customer. Once again, we apologize for any inconvenience the customer has experienced, and we appreciate their patience as we work diligently to resolve these issues.
  Moving forward, we will continue to stay in touch with the customer to ensure the smooth receipt and signature of this document, as well as to provide assistance with any additional questions or concerns the customer *** have. The customers satisfaction remains our top priority, and we are committed to ensuring that all their concerns are fully addressed.

  Customer response

  07/14/2024

  I am rejecting this response because:

  The Interconnection Agreement that was sent by mail shows a legal name that is not reflected anywhere else - not with Oncor or in paperwork with V3. I asked not to be called about the emailed form (which I never received), and yet, the calls persist. Their call center agents have no idea what is going on and are continuing to harass me.

  
  

  Business response

  07/17/2024

  Hello,We sincerely regret if we have not been able to meet the customer's expectations with communication. Unfortunately, we do not have direct control over the sequence in which the customer's name appears on the Interconnection form required by the utility company.
  To expedite the completion of the customer's project, we took proactive steps and contacted the customers utility company on July 16th to request the name be corrected to match the other documents the customer had signed for their solar project. The customer's utility provider has successfully updated the name, and we have promptly mailed the corrected copy to their home address. Although we acknowledge any inconvenience this situation may have caused, we want to emphasize again that the customer's project is approaching the final stages. We deeply apologize for any trouble this situation has caused. Rest assured, we are still fully dedicated to ensuring all the customers concerns are addressed.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Signed in December of 2023 and was assured this would only take three weeks to get done. Beginning of *************** came out to install solar panels only! They then a week later came back out to take photos of panels on the roof. I assuming to get the tax credit being there was no batterys or anything else besides the panels on roof done. I did not hear from them until March to start install. Installers came to start and took a few days to do install but got things done as far as visually being nothing was functioning at that time. Mid April they said they will make system active . U have been watching whole system on app (Tesla app) and this system is not doing as promised. I have attempted to reach out during the long delays and no answer until I put a complaint o. ******* They only texted and emailed an apology on ******* They had promised to show me how system works which never happened , they claim this was double what I use currently and is not. I have 22 panels and two batterys and do not use any more power then what I used before this install and this system does not hold. I am having to not wash clothes or dishwasher to run ac and I was told a battery would hold power for a few days . It does not hold for a couple of hours. I sent messages to company and they do not get back to you unless you give a review and seems like they get all apologetic but do nothing about it. This company says they will be there every step of the way but that is false. Buyer beware. I am seeking counsel to get this off my house unless something is done about this not delivering what was promised. A 3 day cancellation is ridiculous being you do not get the system active until months later. Something has to be done.

  Business response

  06/14/2024

  Hello,

  We regret if there has been any misunderstanding regarding the timeline and completion of this customers solar power purchase agreement. This customers project was initiated on December 16th, 2023, and successfully finalized on March 22nd, 2024. We acknowledge the customers feedback on the efficiency of our installation process but would like to highlight that this timeline is much faster than our current average post-NEM 3.0. Please note that three weeks is notably ***** considering the comprehensive steps involved, such as surveying, design planning, permitting, installation, and inspection protocols. As the customer notes, we installed the solar panels in January 2024. Shortly thereafter, the customer's financier requested additional installation photos from us, which can occasionally occur and is a standard part in the solar installation process. On February 26th we installed the customers batteries which completed the installation process. At this point our scheduling team immediately began working to get the customer scheduled for final inspection which was scheduled for March 21st due to the jurisdictions availability. Following the successful inspection on March 21st, we promptly facilitated the submission for PTO (permission to operate), which the customer received the following day, March 22nd. Since then, the customers solar system and battery have been operating without issue and we did not hear from them until they provided feedback via a review. Upon receiving that review we immediately reached out to the customer to see how we could further assist. Despite our efforts to contact the customer via phone and text on three separate occasions, we unfortunately did not receive a response. We still remain committed to ensuring the customers satisfaction and are ready to provide further assistance regarding the monitoring and performance of the customers system at their earliest convenience. We once again apologize for any oversight in communication prior and are happy to ensure the customer that his system is working and performing the way it should. 

  Customer response

  06/17/2024

  I am rejecting this response because I have reached out with only some sort of what seems like a computed response saying they apologize and will be in touch to only let several weeks if not months go by and nothing. I have asked about the way the batterys work and still have questions about the system they installed with no one responding. If they call I would think they would leave a message as I do have a job to go to as well but I do not see any missed calls from this place nor even a text message. I am over playing phone tag with them and I regret ever doing business with this place. I do believe my system is not producing the electricity it was promised to do so and the batterys are not doing what they were promised either. As I said I asked for double what I am using currently and this system on paper from them was promised to do double which it is not and I am not using anymore power then I was prior to install. This back and forth with them only responding when a complaint is filed is ridiculous. Unacceptable 
  

  Business response

  06/17/2024

  Hello, we sincerely apologize if we have not met this customer's expectations. As part of our standard business operations, V3 adheres to a set threshold for customer outreach, which reflects our commitment to making a good faith effort. From a business perspective, it is not feasible for us to make unlimited attempts to contact a customer or to establish a policy for doing so after multiple failed attempts.
  We want to emphasize that we always provide homeowners with ample notice of our attempts to reach out, along with opportunities to respond. In this specific case, we not only met but exceeded our internal standards for the number of contacts made before focusing on actively engaged customers who responded to our efforts to communicate (attached documents to reflect V3 outreach).
  We remain eager to connect with this customer, explain our approach, and address any concerns they may have. However, successful resolution requires their responsiveness to our communications directly.
  Thank you for your understanding.

  Customer response

  06/18/2024

  I am rejecting this response because see dates and no one from office has left a message if they are trying to call me and did I mention they also do text messaging with no attempts either. I am over this . My questions could have been a simple explanation but ** left to figure it out still. The main concern is if the system is even functioning properly due to what was promised. This is not producing what was promised and that is my main issue. The explaining of the apps and how everything works I guess over time I will figure it out. Provided was pictures showing my attempts and like their words Im not going to keep trying to speak to people who dont want to be reached. This is the most I have heard from them when a complaint is filed

  
  

  Business response

  06/19/2024

  Hello, as our previous responses and screenshots indicate, we have attempted to contact this customer on numerous occasions. We offered alternatives such as emailing, texting, and calling, but unfortunately, we have not received a response. It seems we are unable to accommodate the customer's request, and they have declined any alternative we suggested. We hold no hard feelings towards the customer, but it is evident we will not resolve the issue through this medium. We sincerely apologize if the customer disagrees with our assessment. Respectfully, at this time, we cannot continue to debate the same argument with no resolution.

• Initial Complaint

  06/06/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  The salesperson lied and misled me to close the deal, and the company is refusing to make it right. I have an existing solar system, and the sales rep told me that the new system would work with the old system to charge the new home battery. The contract they sent me only showed the number of generations, and nothing about it being a stand-alone system. The only information that I had about how they were going to install it was what the sales rep told me. After the installation I called and verified that it was linked together. They told me it was not. They raised it to a higher-level issue. It took 6 months for them to get back to me to tell me that it is not going to be fixed, and even though I was told by the sales rep it would be connected, they will not change it to match the way they sold me. They also misled me on what the values meant, so I thought I would be getting a bigger battery than what was installed. That is after they changed the contract from 2 home batteries to 1 without including the battery information in the numbers they sent me in the final contract.They told me the only options were to - Cancel the job and they could remove everything, but that would be ~$15,000 - Or go ahead with the project and get it installed so either way they win for lying to me to get me to agree to the contract, and now I have no way to get it corrected.

  Business response

  06/11/2024

  Hello,

  First and foremost, we would like to extend our sincere apologies for the confusion and frustration this customer has experienced. We strive to provide an excellent experience for all our customers and are committed to addressing and resolving this customers concerns.

  We apologize for any miscommunication that *** have occurred regarding the integration of the new battery with the customers existing solar system. Our records indicate that the customers new system is designed with Enphase equipment and includes a time-of-use battery, which must be used with Enphase components. Unfortunately, this means it cannot be connected to the existing system due to it being a SolarEdge system.
  Despite this limitation, we still recommended the Enphase time-of-use battery due to its advantages under NEM 3.0, allowing the customer to store excess power and utilize it during peak hours. If the customer did not have a time-of-use battery, the new system would not preform in the way it was originally quoted to.

  We also acknowledge the oversight in the contract change from two batteries to one. We take full responsibility for this error and have initiated a case to resolve this matter. We have attempted to reach out to the customer to discuss whether or not they would like to proceed with one battery or receive the originally quoted two batteries. We are committed to ensuring the customer is quoted accurately and fairly for the system they receive.

  
  Again, we apologize for the inconvenience and are dedicated to making this right.
  

• Initial Complaint

  05/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In October of 2023 V3 started installing solar on our roof. Then they didnt come back for weeks to finish. Then we requested they return, they knocked out the power to half our kitchen in December and didnt return for 5 weeks. Lots more no shows and no scheduling. Fixed the kitchen and knocked out power to our laundry room. Finally, got them to come back and they knocked out power to the kitchen. Begged them to return and sent many pictures of our electrical box which was destroyed. Requested two times every week since January 2024 to have a project manager contact us. To date never received a call. **************** ensured the project would be completed by January or first week of February at the latest. They failed inspection in March of 2024 and abandoned the project. After calling for a month they removed one of the batteries and left it on the ground for another month. After calling and calling, they replaced the batteries. Its been 8 months and still no plans to finish, no call back from a project manager and no project completion.

  Business response

  05/17/2024

  We sincerely apologize for the experience this customer has had, as this is never the outcome we wish for. We also apologize for any confusion regarding the customer's solar project timeline. Projects with multiple batteries often do take additional time, and we apologize if this was not made clear from the beginning. We recognize and agree that this customer got off to a rough start due to issues with battery placement. However, when the lack of communication with the customer was identified in January, we began providing biweekly updates via phone call and text, as reflected in the screenshot text messages attached by this customer. We do apologize if we have not met the customers expectation in terms of updates. 
  We understand that the electrical issues with the dishwasher, disposal, and kitchen lights are less than ideal, but we promptly addressed these issues once they were reported to us. As we explained to the customer, during the battery installation, there was an issue with the battery location, requiring us to find a new spot for the third battery. This necessitated working with the customer's local jurisdiction to ensure compliance with their guidelines before installing it.
  Once we determined a new location, we returned to the customer's home to install the third battery. However, due to the location change, we had to resubmit a new permit and redesign plans to reflect the changes. We informed the customer that this process could take a few weeks, but we are doing everything in our power to expedite the project, and still providing biweekly updates.
  As soon as the new permit is approved, we will schedule the customer for inspection, and the project will be completed. We once again apologize if we have failed to meet this customer's expectations. We spoke with her again yesterday to provide the most up-to-date information we have. As discussed with the customer, we will continue providing updates on a biweekly basis.
  

  Customer response

  05/20/2024

  I am rejecting this response because:

  Again, we have been asking for a progress update since January. I do get texts on occasion after I call every Tuesday and Thursday. For example, on May 2nd I received a text that someone would get back to me with a plan. That is not the same as communicating a plan to complete the project. Last Tuesday I sent a text, called on Tuesday and called again on Thursday for someone to let us know what was happening, and to date, I still do not have a response back. The communication provided here with the BBB is the first I have heard that new plans have been submitted. When you call customer service, they say there are no documented plans for completing the project, "someone will get back to me." The reply from V3 is inaccurate. If new plans have been submitted or that they had communicated with me, I am sure they would be able to provide proof of that happening. 

  Business response

  05/22/2024

  Hello,

  We would like to once again sincerely apologize for any inconvenience the customer may have experienced. As we discussed over the phone (please refer to the attached photos of our recent call history), unexpected challenges can arise during a solar project, such as issues with battery placement. Unfortunately, immediate solutions are not always available for these situations.

  To address these challenges, specifically the battery placement issue in this case, we had to develop a plan that met both the customers needs and the requirements of local jurisdictions, which unfortunately can take some time due to multiple parties being involved. The installation of the panels and batteries has been completed. However, as mentioned in our previous communications, we had to resubmit a new permit and redesign the plans to accommodate the changes in battery placement. This process can take a few weeks due to jurisdictional approval timelines and unfortunately this portion of the solar project are beyond our control.
  We are committed to completing the customers project as quickly as possible. We apologize for any inconvenience this may cause and would appreciate continuing our discussions over the phone for more effective communication. We are dedicated to resolving all your concerns and believe direct conversation will facilitate this process.

  
  

• Initial Complaint

  04/14/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Absolutely horrible. Signed contract for re roof and additional solar panels in November 2023. Roofers came did re roof took off old panels. To this day my roof leaks, my old panels haven't been fully installed and the new panels are ???? It's April 2024. I have half solar, a roof leak and a company asking for money back due to a check they accidentally sent me. Absolutely ridiculous with no end in sight

  Business response

  04/16/2024

  Hello,
  We want to extend our sincerest apologies for the challenges and inconveniences this customer has faced throughout this process. The experience falls short of our standards, and we're committed to making things right.
  Firstly, we want to reassure the customer that we are actively engaged in resolving the issues they have encountered. Regarding the check situation, while it was not sent in error, the amount was a mistake. We attempted to rectify this by stopping payment on the original check and issuing a corrected check, however, both checks were cashed before we could intervene. We understand the frustration this may have caused and appreciate the customers' cooperation in resolving this matter.
  Regarding the roofing and solar panel installation, we acknowledge the delays and complications that arose during the process. The decision to undertake a reroof was made in conjunction with the solar installation to ensure optimal performance and longevity. Regrettably, the subcontractor the roofing company hired to remove the existing solar panels became unresponsive, leading to unforeseen delays.
  Please be assured that we are actively addressing the situation. We've been in direct communication with the roofing contractor, and they have committed to rectifying any damage caused during the process, including internal issues resulting from the roof leak. Once the roofing situation is resolved, we will promptly reinstall the customers original solar panels to their proper functioning state.
  Furthermore, we remain dedicated to completing the installation of the customers additional solar panels as outlined in their contract. Our team will ensure that they are installed correctly and seamlessly integrated with the existing system.
  We deeply regret any inconvenience or frustration that the customer has experienced throughout this process. Rest assured, we are fully committed to resolving these issues promptly and restoring the customers' confidence in our services.
  
  

  Customer response

  04/16/2024

  I am rejecting this response because:

  I hear excuse after excuse with nothing getting done. My response is for the company to higher a new roofing company to fix the roof. Higher a painter to fix and paint interior. Have your solar company install all solar panels. Company is aware of roof leaking and did nothing to prevent additional damage such as putting a tarp on the roof. Last 2 weekends it has rained. Roof hasn't been touched or worked on in over a month. Company has lack of communication with the client and with each other. ***** to ask for money back, which I told them I would ***** do, but  they need to address my issues and actually get the job done. 

  
  

  Business response

  04/18/2024

  Hello, 
  We deeply regret any inconvenience caused by the timeline of the ongoing roofing issue. As previously communicated, we've maintained constant communication with the roofing contractor to expedite the necessary repairs. They have assured us of their commitment to rectify any damage, including any internal issues stemming from the roof leak. Rest assured, the contractor has been contracted for the task and holds accountability for any resulting damages.
  Regarding the solar panel installation, we understand the frustration caused by the delay. We have conveyed to the customer that reinstalling the panels must follow the completion of the roof repairs. Once the roof is restored, both the old and new system panels will be promptly reinstalled as anticipated.
  In light of the persisting challenges, we have told the customer that we will not request the overpayment be reimbursed to us until all work is satisfactorily completed. This gesture is a testament to our commitment to the customers satisfaction and our accountability for the service provided.
  We sincerely apologize for any inconvenience caused by this situation. The customer's experience is of utmost importance to us, and we are dedicated to addressing their concerns promptly and efficiently.
  
  

• Initial Complaint

  04/05/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  V3 sent a salesman to our home after collecting data on our property. The salesman made numerous claims that were not reflected in the contract. He said the job would cost 51K but the contract said $63,940.81. He said we could buy out the contract in 5 years for about 15K or 35% of 51K but the contract said the total cost after 5yrs. was $72,887.51. The salesman said we had 10 days to cancel the deal but the contract said 5 days. Unfortunately I signed the contract but upon reading it thoroughly I texted the salesman and canceled two days after signing (contract signed on 4/2/24 canceled on 4/4/24). I signed because the sales guy read it to us and we trusted him). Im still worried the company will take funds from my checking account.

  Business response

  04/08/2024

  Hello,
  We sincerely apologize if there was any confusion regarding the information provided to the customer during the sales process. It's important to us that our customers feel fully informed and comfortable with their decisions.
  Please understand that every solar contract is tailored to the specific circumstances of the customer, including factors such as credit and finance options (whether it's cash, a loan, or a Power Purchase Agreement). This can result in variations in the overall price quoted.
  After reviewing our records, we can confirm that the customer did indeed canceled their project within the appropriate timeframe, and as such, will not face any cancellation fees.
  Once again, we apologize for any confusion or inconvenience this may have caused. If the customer has any further questions or concerns, we are happy to assist. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  It has come to my attention as to the cost of my Solar Project quoted and installed by V3 and then how they submitted cost of the project to SUNNOVA for financing. I came upon this when reviewing for the UPCOMING ADDITIONAL PAYMENT option payment by SUNNOVA the financing company.Reviewed my billing that I received from V3 Electric from there account manager five months after the project was complete.Project cost breakdown given to me by V3 has a cost of:PARTS, LABOR, FEES: $81,357.56 FINANCE CHARGE: $39,527.27 TOTAL: $120,409.83 Looking at the SUNNOVA Finance is charging me another $36,152.02.Why am I being charged two finance charges for one project? V3 submitted the total amount of the estimated project cost without subtracting the finance charge estimate? It looks as if V3 added a false document of cost to SUNNOVA? According to the documents I am to pay $75,204.29 in FINANCE FEES. This is almost as much as the PARTS, LABOR, FEES noted above. Is V3 Financing or is SUNNOVA?I have reached out to V3 Electric **************** via text on 2/26/2024. On 2/29/2024 I received a text response stating that they will have a representative contact me. I also stated that I had reached out to SUNNOVA on 2/23/2024.As of 3/14/2024 I had not received any response from my "rep".Contacted SUNNOVA which states that they only finance the Parts, Labor, and Permit Fees. They then add over time Financing Interest charges. V3 included this estimate of the finance fee that ******* would charge for the lifetime of the loan and inform me of the overall cost of the solar project. The correct amount to submitted to SUNNOVA should be $81,357.66.

  Business response

  03/18/2024

  Hello,

  We sincerely apologize for any confusion that has arisen regarding the customers solar project. After thorough review of our records, we confirm that the total cost of the customer's project (prior to interest charges) amounted to $120,409.83, which was financed through a loan. Within this total, a $39,052.27 finance charge, commonly referred to as a dealer fee, was incurred directly to V3 by Sunnova. Unfortunately, dealer fees/finance charges are standard in solar projects and are unavoidable.
  Furthermore, aside from the dealer fees, there are finance charges based on the APR outlined in the customers agreement which was estimated to be $36,152.02. These charges are a standard part of the solar financing arrangement. However, it's worth noting that by selecting the loan option, the customer may qualify for tax credits, potentially resulting in significant savings. We recommend the customer reach out to their tax preparer for guidance on this matter.
  We sincerely apologize for any inconvenience caused by unresponsive sales representatives. Our customer service department has since followed up with this customer directly to provide clarity on the situation. We are happy to further assist the customer should they have any further questions or concerns; we are here to assist them every step of the way.
  

  
  

  Customer response

  03/21/2024

  I am rejecting this response because:

  I contacted ******* and inquired about the "dealer fee incurred directly to V3 by Sunnova". On the contrary, V3 Electronic is PAID a dealer fee by SUNNOVA of "$39,052.27". The only finance fee that I should be incurring is the one financed by ******* over the length of the loan. 
  

  At this time V3 Electronic has RECEIVED a "dealer fee" from SUNNOVA OF $39,052.27 and ADDED a "finance fee" in my billing to SUNNOVA of $39,052.27 to finance *********** estimates are that V3 Electronic has PROFITED $78,104.54 from this project. 
  

  I have been open and given them the documents as proof that I am not some sort of scammer. I earn my money honestly, I sacrifice my time to pay my bills. I entered this project with a good feeling and faith, now I have negative feelings towards V3 Electronic and how they handle the customer support. No phone communication by the sales representatives.

  I am only asking that V3 Electronic correct the mistake on the billing that was submitted to SUNNOVA and resubmit or amend by the subtraction of $39,052.27 that was incorrectly added to the project.
  
  

  
  

  Business response

  03/26/2024

  Hello,
  We apologize if there is still confusion for this customer. As we explained in our previous response, the total cost of the customer's project (prior to interest charges) amounted to $120,409.83, which was financed through a loan. Within this $120,409.83 total, a $39,052.27 finance charge, commonly referred to as a dealer fee, was incurred directly to V3 by Sunnova. This means that there was a $39,052.27 fee that V3 had to pay directly to Sunnova for using their financing options. V3 is in no way profiting from this amount, which is why it is worked into the customers total project costs. As a reminder, there are also finance charges this customer will have to pay for selecting a loan option. This is based on the APR outlined in the customers agreement which was estimated to be $36,152.02 in addition to the $120,409.83 total project cost. 
  Our customer service department has again tried to follow up with the customer to  try and provide clarity on the situation but we have not heard back. We are happy to further assist the customer should they have any further questions or concerns; we are here to assist them every step of the way.
  
  

  Customer response

  03/31/2024

  I am rejecting this response because: You are correct in the part of confusion. I am confused as V3 stating they are charged a dealer fee by ******* but, ******* stated they paid V3 a fee for getting the loan. Then V3 states they charge me a Finance Fee now called a Dealer fee and then included it into the final project fee which then increased the overall project fee and then the overall finance for the life of the loan. The communication when the system was being presented was going to cost of $82,000 and the finance fee for the loan would be an estimated $39,000. The amount of $82,000 for the loan would be submitted for finance and total loan would be $120,000. V3 submitted the project which included the proposed finance charge ******* would charge for loan. Now I am paying Close to $80,000 in fianc charges.
  

  In trying to get a representative to call and talk about the bill, V3 continued to stall until I communicated my issue to this forum. Please be aware of these tactics of V3 solicitation.
  

  If you do decide to do business with V3 ask for the billing before signing and question the ***************. It is not a quote of what a customer might pay for the total project and the finance that will be paid for the the lifetime of the loan. It is a V3 dealer fee. This was not stated in any contract with V3. Just beware of their tactics.

  
  

  Business response

  04/01/2024

  Hello,
  We appreciate the customers' continued engagement with us regarding their concerns as we are trying to reach a resolution. As we have explained in our previous responses, we sincerely apologize if there was any confusion regarding the total cost of the project. The total project amount of $120,409.80 (before interest charges) is outlined within the signed contract. Additionally, the total cost of the project plus interest charges is also outlined in the contract on page 1. 
  Regarding the mentioned contract amount of $82,000, we do not have any records matching this figure for this customers specific contract. However, we are committed to addressing any discrepancies or concerns you may have regarding billing and financing.
  As previously mentioned, customers with a loan may qualify for the Federal Tax Credit for Solar, potentially lowering the total cost they are paying. We encourage this customer to contact their tax preparer for further information regarding this potential benefit.
  We understand that navigating the details of financing and billing can be confusing, and we strive to provide transparency throughout the process. We have made numerous attempts to reach the customer via text and phone calls to address their concerns directly but unfortunately have not heard back. Unfortunately this medium has not been effective in resolving the issue but we are more than happy to further assist the customer if they so wish. 
  We are here to help and address any additional questions.
  
  

  Customer response

  04/06/2024

  I am rejecting this response because:

  I also appreciate V3 Electric continued engagement. I am confused as I outlined previously with the following:

  I contacted Sunnova financing to pay an agreed upon "One-Time Payment" I inquired why the loan was for $120,409 when the loan should be for $81,357. ******* stated that is what the amount V3 Electric submitted $120,409 for the total finished project amount to be financed.
  

  I reviewed the V3 Electric document "Project Cost Breakdown" as it says "Finance Charge" of $39,052. This email sent to me from there V3 Electric Account Manager four months after the disbursal date. At the time this was presented to me by the sales representative this was an estimate of what the Sunnova loan charges would be for the loan.
  

  Contacted V3 Electric via customer service and requested why the "Finance Charge" was included in the loan to Sunnova and how the estimated "Finance Charge" became part of the loan.  Was V3 Electric or Sunnova financincing the project. V3 Electric responded  With "I am sorry for the confusion and that the would share this with the financial team and will get back to me when they have the information". V3 Electric responded three days later stating they requested to have a "rep" to contact me. Eight days passed and I still had not heard from a "rep". Contacted V3 Electric again with them stating apologies and that they have sent another request for a "rep" to contact me. Six days have passed and requested to know whomy "rep" was. No response. I contacted V3 **************** and requested who my "rep" was. The call service agent stated who they were. The offered to connect me to them and was not able to but did offer to submit a requst to contact me. I attempted to get ********" email and stated my questioning of the charges. No response. 
  

  I then sent a notification to V3 Electric that I was filing a complaint to Better Business Bureau. Within an hour I received a text message stating that I paid "$120,409.83... the finance charges will be $36,152.02. with the follow-up of where I came across the information I shared and if I contacted *******. 
  V3 Electric has stated that within the $120,409.83 there is a finance fee for $39,052.77, they state that this is also known as a "Dealer Fee" that is what Sunnova charges V3 Electric directly and is worked into the project. No documents by V3 Electric state "Dealer Fee". In contacting *******, they stated they do not charge a fee! ******* stated they paid V3 a fee for getting the project loan for them. 
  

  As for the signed contract...it should reflect the correct amount of the project of $81,357.56 not $120,409.83. As stated in my prior argument, the submitted project cost submitted by V3 Electric should NOT include the $39,052.77 estimated finance fee.
  

  As for the prior response dated 3/31/2024, I was rounding the numbers. You are correct you will not see a contract amount of $82,000. V3 Electric inflated it to $120,409.83.
  

  As for V3 Electric making numerous attempts to contact me via the text and phone calls to address my concerns directly and have not heard back are false statements by V3 Electric.
  

  What I have stated is truthful and that I went into this project with great intentions. Just asking for them to correct an honest oversight by their staff.
  

  I should have done my research and consulted the Better Business Bureau (BBB) web site and its rating of V3 Electric as "B" instead of relying on V3 Electric advertisement of itself as having a rating of "A+". 

  That should speak loudly of V3 Electric intentions and good faith or is it just a form of confusion on the customer.

  Regards.
  
  

  
  

• Initial Complaint

  03/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been working with this Sunnova for a year now and V3 Electric has been out to my house 6 separate times to complete this job. Its been 5 months since theyve started. Since then theyve punched 8 unnecessary holes in my brand new houses stucco looking for a framing stud, have incorrectly switched breakers to their electrical panel, causing outlets to trip in my brand new home. Including some outlets that completely stopped working. Have still not given me a date of when theyre going to come out and finish the project. This is by far the worst company Ive ever dealt with. Ive never had to file a BBB report before in my 35 years.

  Business response

  03/15/2024

  Hello, 
  
  We sincerely apologize for the inconvenience this customer has experienced during their solar installation process with us. We sympathize with the frustration and apologize for requiring multiple appointments to mitigate the customers remaining issues. 
  Regarding the drill holes in the customers stucco, we acknowledge the concern this has caused the homeowner to have. Our intention was to ensure the structural integrity of the panel placement, and we have taken measures to restore the affected areas to their original condition. Attached are the before and after photos for reference to demonstrate the remedial work undertaken.
  While we've successfully activated the customers solar system in December, we understand that some electrical concerns persist. Please be assured that we are actively working to address these remaining issues, and we have scheduled our team to visit the customers property next week to resolve them entirely. The customers satisfaction is our utmost priority, and we are committed to ensuring a full resolution to the customers concerns.
  Once again, we apologize for any inconvenience caused, and we appreciate the customers patience and understanding as we work towards resolving these matters promptly. 

• Initial Complaint

  03/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  V3 Electric took ACH payment from my bank account which i agreed to, to cover the cost of my solar installation. However, on 2/16/24 my account was paid off. V3 continued to with draw $4,000 from my account after the account was paid off. V3 acknowledged the over withdrawal on 2/27 and said the amount would be refunded through their "payment portal". They confirmed this again on 3/6 and 3/8, but still have not refunded my $4,000.

  Business response

  03/13/2024

  Hello,

  We would like extend our apologies for any inconvenience this situation has caused the customer.
  During a follow up conversation with the customer on 3/11, we fully acknowledge the error and have been diligently working to rectify it. Our records confirm that the $4,000 over withdrawal was an unintended mistake. Despite our best efforts to halt the transaction, an issue with our *** processor unfortunately resulted in the funds being deducted from the customers account. Please be assured that we are actively pursuing the reimbursement of the $4,000 to the customer. Regrettably, due to the *** processor issue, there has been a delay in processing the refund. However, we want to reassure the customer that we are committed to resolving this matter promptly.
  During our discussion, we offered to send the reimbursement by issuing a check to the customer, however, the customer opted to wait for the refund to be processed through our payment portal. We greatly appreciate the customers understanding and patience in this matter. We will keep the customer updated on the progress of the refund, and if the delay persists, we are prepared to adjust our approach accordingly to ensure a swift resolution.
  Once again, please accept our sincerest apologies for any inconvenience caused. We value the customers business and are committed to providing the customer with the exceptional service they deserve.

*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. ↩