ComplaintsforFuture Energy Savers

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Solar panels and batteries were installed 2 1/2 yrs. ago. Full warrany was promised for 25 yrs., except 10 yrs. on batteries. I called for service for a problem soon after installation and I was not charged. Recently, however, I called for service (under warranty) and was told they no longer do warranty service! They told me to call a company, ************* Call, for service. I called this company and they charged me full service charges for 2 visits within 3 wks. Apparently their contract states they will not honor warranties but they stated that they will apply any warranty credit available through the original company, Future Energy Saverswhich was not done. I had no choice but to pay the $350. for the first visit, and then they have charged me another $407., for the immediate follow-up visit, which I refuse to pay. This is a scam. Future Energy intentionally sent me to a company "they use" that they know does not honor warranties. They must be in cahoots with this company, possibly under the same ownership. They must be making money off this arrangement. Regardless, this is criminal. They convince me of a great warranty and then after 1 visit, they farm me out to a company that does not honor the warranty. I want Future Energy to honor the warranty and re-imburse me for these 2 visits--and be forced to follow truth in advertising by informing prospective new customers that they DO NOT PROVIDE THE PROMISED AND REQUIRED WARRANTY. I would never have had them do the installation and paid them $70,000. if I new they did not provide the warranty.

  

  Business response

  06/03/2024

  ****************** purchased a PV System from us on 10/1/21. I am attaching a copy of the contract for reference. In the contract, it clearly lists the manufacturers warranties all are identified as limited warranties. Future Energy also included a workmanship warranty to cover any issues caused by faulty workmanship. We charge a Service Call Fee to send a crew out to a customer site to troubleshoot issues and diagnose with Manufacturers for potential repairs. Warranty work is a completely separate issue, and can possibly be covered for parts and labor after that. Also, as a courtesy to our customers, our standard practice is to not charge a fee for Service Calls within the first 2 years after Installation.
  In December of 2023, we lost our Service Personnel completely, and made the decision to try a new program where we outsourced ALL Service Calls to a 3rd ***** Service Provider. Like us, they also charge a Diagnostic Fee to send a service crew out to a customer site. We do not control their fees. They honor all applicable Manufacturer Warranties, as well as the Workmanship Warranty from Future Energy, should that apply. The fees charged to ****************** were for multiple site visits, and were not coverable by any Warranty. We are not in cahoots with, nor share any ownership or financial arrangement of any kind with this other company that was recommended to us by multiple manufacturers. We make no money from them, and whenever possible, they billed us directly for any applicable warranty responsibility.
  We have honored every Warranty that applied to Mr. ******** situation, as did the 3rd ***** Service Provider. In May of 2024, we were able to hire new Service Technicians, and have terminated the program of outsourcing our Service Calls, and have resumed performing our Service Calls in house. If ****************** has any more issues, we will be happy to attend to him directly, and we will honor any warranty that applies. But like all other customers after 2 years from Installation, he will have to pay a Service call fee. 

• Initial Complaint

  04/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The sales point for my future solar panels was if I had any issues with my roof on either side of my house, they would come back and fix any damage to my roof. I previously contacted future to let them know. I am missing shingles on the side of the house now, where my solar is and they have not contacted me back. Sent anyone out for repairs or anything.

  

  Business response

  05/01/2024

  We have already talked to this customer and where the shingles are missing is NOT where the panels are installed which is what would be covered per his contract. We however did advise we can send our roofer out to take a look and get him a quote. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Since Instalation Sept 28, 2023 the system was installed wrong according *** (Engineer) they were to come back next day and finish, but Didn't. Same wkend early Sunday/ Monday Oct 1, 2023 I went Emerg kidney attack. The company, *****/ **** started calling Unannounced to come and finish up I was too sick to accept any service calls at that time. Incompacited off /on for almost 2 months! *** called Nov/Dec stating certain days they could come, but we were not available days "They" wanted! Dec 2023 very stormy/rainy, service calling inadvisable. Late Dec ***************** (FES started out- servicing jobs), text me service tech would come Jan 4, 2024 for 3 months our solar system was in a Clean Back-Up mode ONLY Providing Energy via Solar panels on Sunny days and the $17K Battery Backup was INOPERABLE!! I met tech ********************* discovered an older Inverter was installed it needed an up-grade ************** It was installed Jan 23rd and System was Running Fine, Battery back-up Night and any time with Panels Charging etc. Feb 13, Techs Showed up said they were to Remove an ATS box that was installed (by Mistake) from the Beginning!!! ************ Feb knocked out service at 1 AM NO electricity!! Nevertheless Text messaging was frequent from ******/ ************* about instigating a date for Removal of ATS Box. Knowing what they Cost at Lowes Hardware $399 Why they making such a fuss over a mistake that the Engineer Designed in the first place!! It will cost them MORE to Remove it!! The System was working fine for about a Month and a half until March 23 "Wiring Error 8" on the Inverter and can't be cleared!! In between I spoke to *************** and agreed for them to remove this ATS box. An appt was Set For April 3rd ( By *************) but NO ONE SHOWED UP!! But NOW Learning ALL Service Calls have been Recalled to Future Energy. I Called and Called and left many messages and NO ONE has Called me Back!!! My SYSTEM Has Been OUT Since Mar 23 and NO One Responds!!!

  

  Business response

  04/11/2024

  Our service department had a very hard time trying to reach ************** and left several messages. We do have him on schedule for repair on Monday the 22nd of April. 

  Customer response

  04/16/2024

  I am rejecting this response because: I received a Phone call from *************************** ***** 10, 2024 informing me that a "Service call" is scheduled for Monday ***** 22, 2024. All he did was apologize for delays. And Thank It!! Since installation Sept 28, ******************************** a "half mode" operation! This has cost me Hundreds of EXTRA Dollars spent out on High PG&E Bills, Not to mention the System has been Completly inoperative since March 27, 2024! ****** at ************* made an initial appt to have someone come out to repair/ rewire a Fault on ***** 3rd, but after a No show of Techs on that date I was several days later informed that FES reclaimed all their service calls! For 3 days in a row plus Monday ***** 8, I called and called and left many messages for someone to please respond!!! Finally ***** 10 *** calls and says they have claimed all services and scheduled me for ***** 22!!! And all he says is "Sorry"??? I want $$$ compensation for that!! At least pay my Monthly Bill of $416.00 that's owed for ***** for a System that DOESN'T WORK!!!
  

  

  Business response

  04/30/2024

  Customers system is up and operational, it was partially delayed due customer not responded to our service department. 

  Customer response

  05/06/2024

  I am rejecting this response because: Such a trite response throwing all the blame on me!! I waited an Entire Month for someone to show up troubleshoot and reset my inverter!! Since April 23, 2024, Your guys MOVED "My" Inverter from original location WITHOUT my knowledge and Consent!!! April 24, one of your guys Punctured My MAIN FEED Gas line, cut a Gaping 12ft long 6" wide hole to completely replace entire pipe. Yes, it's been replaced and now re-stuccoed, but left un-primered first and unpainted 2nd!! ******** calls late April 30, afternoon to announce they'll "Show-up" first thing in the AM to paint over the stucco..WITHOUT Primering my OUTSIDE WALL??  I Want "My" Inverter RE-LOCATED  back inside to original location and ALL Holes and Damage Repaired and Repainted in a Proper Manor!! 
  

• Initial Complaint

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Future energy savers installed their system initially in December of 2022. At the end of 2023 pge sent us a very large tru-** bill. After some digging it is highly looking like our system was not working from the beginning of the year until November. We have tried asking PGE but they can only give us so much information. They did however say that nothing was going back to the grid until November. And our app was not showing absolutely anything until then (we figured something was wrong with this app and that it wasnt reliable). Future energy says our system was not online so they are unable to tell us if they were on or not. Which seems like that would be their responsibility considering I have no idea why that is and I never tampered with anything. Also the sales women lied to us. She told us that we would receive a return from the *** when filing taxes and if we returned that amount to future energy then our payment would stay at $280 instead of climbing to over $400. But when tax time came we learned that is not possible through speaking to multiple tax professionals. You only get a credit to use towards owed taxes. So because of the lies we are paying almost $300 to PGE and over $400 to future energy now. Thats $700 a month!

  

  Business response

  04/11/2024

  Please see attached contract, no where are any of our documentation do we state We monitor the system. Customer has 24/7 web enabled monitoring. The system lost connection with their internet at one point in the beginning of the year 2023 that is not our responsibility but customers responsibility to ensure internet is connected to the system so they can continue to monitor their system and advise us if they see any alerts. It is currently up and running. 

  As for the tax credit, we advise customers what they are *********** and that is a 30% tax credit they can file with their taxes. As stated to customer  they should talk with their accountant as the *** website does state if they do not receive the full amount the first year it can roll over to the next, they now should have had 2022 and 2023 to receive any credits and apply those amounts to the loan as advised per our documentation and loan agreement they signed their financing company. We always advise to talk with an accountant to ensure they find out if and what they will receive of that 30% tax credit. 

  Customer response

  04/11/2024

  I am rejecting this response because: The reason the system was not connected to the internet was because it wasnt working and we were unaware of this issue because we were never told how to or that we even needed to monitor our system. There, as far as I know of, are no documents that show this information was communicated to the person responsible for the loan/purchaser of the system. As far as the tax credit we were informed by the sales representative that we signed paperwork with that we would receive money from the *** to apply to a loan which is utterly impossible. We have confirmed this with H&R Block as well as a separate tax consultant. Which begs the question why are you telling this to customers it is a lie and a scam. 
  

  

  Business response

  04/15/2024

  As per our contract signed by customer it states they have access to 24/7 web enabled monitoring, as stated before we do not monitor the system and no where does it state that we do. 

  Customer was given the information to monitor their own system. An email was sent From Generac to customer day of installation to monitor the system and this was explained by our installers.

  We have provided the to link the *** website to dispute the fact that the 30% tax credit is not a scam. 

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

• Initial Complaint

  02/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I reached out January 24 due to a leak in my house caused by the solar panels they installed. We had a licensed roofer review the issue before contacting them. Over 2 weeks later (and some nudging), they finally replied, and we scheduled an appt. They showed up 1.5 hours late so I refused the appt as the timing was no longer good. They were supposed to call back and reschedule, they never did, so I reached back out a few weeks later and they're saying I should have just accepted the late appt or called them to reschedule, essentially blaming me for their poor ************************ I just want it to stop raining in my house, and since I have small children and adults working from home in the house, scheduling is very important to me, as is companies following up on their word.

  

  Business response

  03/05/2024

  Roof has been repaired 

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  12/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have a total of 15 solar panels installed on my home and before this project all panels were producing energy. On 9/28/ 23, 15 Solar panels were removed from our home roof and stored on back of our home for safe keeping with a new micro replacement. They were removed to fix our half section of the roof due to a roof leak caused by the storm in the beginning of 2023. Roof was repaired and in 10/2/23 the solar panels were re-installed with new rails and mounts. A new micro **** green on boot replaced micro ****. Technician wrote on invoice, needs input at shop confirm production. However, after service I reached out to them that one panel wasnt displaying or producing (showing) on my application. They reached out and advised to change a few setting on the communication box, enabling some setting so they can be able to connect remotely. After a few attempts, same issue and no solution. Ive reached out to Future Energy and they advised that I needed a new communication box after a couple of attempts. I was instructed to reach out to them as soon as the new communication box was received. Once received I called Future Energy and *** guided me on how to install the new box. A few steps were missed therefore I was told we had to wait 20 minutes to start the process again due to rebooting. Future Energy instructed me to call them, once it was complete. I reached back out to them and didnt get anymore phone, only by email we started communicating. I was advised that they no longer do service calls and theyve given those calls to a third party company. *** reached out to the third party company explained my issue. They are willing to look into it but I have to pay for that service call. I dont believe I should due to my solar panels werent re-installed correctly by Future Energy. All of our solar panels were correctly reporting and producing prior to Future Energy removing them. We have had this issue since October and we are in December with still no resolution.

  

  Business response

  12/06/2023

  Customer will not be charged for repair so we have taken care of this. 

  Customer response

  12/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concerns ,however they have only contacted me by email which the issue hasnt been taken care of. I would like to keep this complain open until my issue is resolved but as of now I find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  11/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had solar installed on our house Oct 2019. We had water leaking into the house from the roof and upon hiring a roofer it was determined the solar brackets caused the leak. I made contact with future energy savers and they sent out a repairman to fix the tiles. I have been emailing them since June 2023 to repair the interior damage that was caused by the roof damage from the solar panels. On July 27th I received an email that they had a drywall contractor that would come out. I followed ** in August and I was told they were unable to get in contact with the drywall contractor. I have been waiting five months for Future Energy Savers to make the repairs to the damage that was caused by the roof leak as a result of the solar brackets. I have the chain of emails for reference.

  

  Business response

  12/04/2023

  We have scheduled for a repair.

   

  Thank you

• Initial Complaint

  07/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am having trouble reaching anyone from Future Energy Savers about a a solar panel that has not been working. I have called several times over the last several months and no one has responded.

  

  Business response

  07/27/2023

  We have not received any messages from this customer until late yesterday via email. We will be reaching out today.

• Initial Complaint

  05/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Im trying to get my house ready to be rented out and my parents are current landlords while fixing it up. They noticed 2 of my solar panels arent working. So Ive been messaging and calling future energy savers and never heard anything back from them. I want to get my panels fixed to use them but they are just ignoring everyone except new customers! Why am I making payments on something broken when they wont come and help!

  

  Business response

  05/02/2023

  We have not received any messages regarding this system, please contact ******************** and ask for Pat. We do ask for ***** hour return time for a return call ( not including weekends). We did look at the system and it has not been connected to internet in years so we are unable to see if the system is working properly or not. 

  Customer response

  05/02/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
   Thank you I finally get a response. Thank you very much

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We signed a 25 year service warranty with this company in 2013. Approx 7 months ago the Enphase app said we had three microinverters out. Our electric bill quadrupled as a result. After multiple attempts we were finally able to track down a technician who said he ordered the parts. Four months later, 2 of the 3 showed up. After repeated attempts to reach them and understand when the 3rd part would arrive, they had to order it again and it arrived 2 months later. When it finally did I reached out to schedule installation and the mailbox goes to VM. We have called it 20 times and left as many messages. We have reached out through the corporate and local field office phone numbers multiple times and left messages...NO RESPONSE. We have attempted to email anyone who has ever reached out to us from their company and ALL of the emails bounced back due to invalid addresses. We simply want them to come out and honor their warranty and install the parts. If they fail to continue to respond/honor their warranty then we will be left with no choice but to go to the courts and seek damages to cover the lost money we have spent on paying the utility, and potentially to have someone replace the entire system, since it is not working at capacity.

  

  Business response

  04/24/2023

  CUSTOMER HAS ALL INVERTERS IN AND WE HAVE HIM ON SCHEDULE FOR THIS SATURDAY MORNING JUST PENDING CUSTOMER TO CONFIRM APPOINTMENT. OUR SERVICE DEPARTMENT HAS LEFT HIM MESSAGES.

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