ComplaintsforFuture Energy Savers

• 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.

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a home with a service this company provided,it came with a 25 year warrenty it has only been 10 years. The recertification process was supposed to inspect the roof and defective service if any.i paid 550$ the roof started leaking from the penetrations they did to install the panels.i hired a roofer to inspect the roof he said I had anywhere from 3 to 5 years but the caulking used around the penetrations are failing causing property damage.the recertification inspection was done by a tech that said he was not a roofer and gave me a receipt stating I requested a roofer,to address the leaks. He attempted to caulk one spot but I pointed out that it was not where it was leaking from.they also came to swap out failed microinverters I also told him the one he was changing was the incorrect one but insisted his boss told him it was the one even when I presented evidence from the app and from enphase itself still they changed the wrong one.a day later the system had red lights and not working correctly..another storm came thru and roof leaked again causing more damage I have video evidence of the leaks that were not fixed,also on the receipt the tech stated he inspected the roof even after stating he is not a roofer and signed off on a failed system and leaky roof.i reached our to pat several times and it's always a wait game sometimes several weeks and unanswered emails..once I finally got a hold of pat from future energy savers he started raising his voice and yelling at me even had to calm himself down complete joke of customer service and blemished enphase credibility as far as I'm concerned.simply pathetic when I told him I'd reach out to a lawyer or the bbb he said do what you gotta do they can't even caulk a simple anchor to prevent damage I have photo of cracked lifted missing caulking that was supposed to be a recertification that cost me 550$ for nothing also when I told him the system was ****** at time of installation he said you didn't pay it

  

  Business response

  04/10/2023

  This customer was not our original customer, generally we do not do recertifications 21 years after a new home owner purchases a home with our system but made an exception. We have him on schedule for the roof leak on Wednesday 4/12/2023

   

  Customer response

  04/13/2023

   
  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.
  
  

• Initial Complaint

  10/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company wont return phone calls

  Customer response

  11/01/2022

  No response from the company as to the solar operation. Mat need additional panels 

  

  Business response

  11/01/2022

  We have responded to customer

• Initial Complaint

  08/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 7/22/2022, I have called to consult regarding solar panel warranty transfer and recertification due to change of owner with Future Energy Saver originally installed solar panel system to this house with previous owner. Also to find out if I could install additional solar panels to current system. owner of this company stated definitely could transfer warranty and ownership from previous owner to my name. I have made an appointment with his technician for the date of 7/26/2022 for warranty transfer and recertification due to change of ownership.7/26/2022, tech from Future Energy Saver came and inspected solar panels and system, and said that fee to transfer warranty and change of ownership would be $495.00 which I paid with credit card (has service order and statement showing this charge, tech wrote paid by credit card on service order). I have emailed and called numerous times regarding transfer of warranty and change of ownership documentation which this company failed to provide, sent me via email with original solar panels and system install agreement from previous owner back in 01/2016 stating they could only provide this agreement and that is the recertification document/contract. This company owner also stated $495.00 is not recertification fee, it was inspection fee although service order number **** dated 7/22/2022 provided by tech from this company wrote recertification as description with $495.00 which paid on 7/26/2022-please see supporting document. Owner of this company along with other associates dodging my calls, no return calls, no response provided, also no explanation. This company charged me for the service they never provided, promised document-change of ownership from previous owner's name to my name never completed, warranty transfer never provided. This company is bad, horrible customer service, scamming customer's money, I want my refund back.

  

  Business response

  08/25/2022

  The attached email correspondence is what the customer was explained. The fee he paid was to go out to his home check the system, make sure it was on and working and to continue to honor the remainder warranties. He has a copy of the service order showing this was completed for his records. He was also given all warranty information along with the original contract showing the time frame of the warranties. He will also see his name as the owner of the system on the monitoring site Enphase. 

  Customer response

  09/05/2022

  I am rejecting this response because: When I spoke to ********************* and ************************************ in the very beginning, they stated they were able to transfer warranty to my name, recertification will be issued showing my name as well.  All they emailed me was attached evidence file 160113-BoschRonald-RC-SO-Contract after I made several complaints to refund my money back due to lack of response and communication, time passed almost a month.   They not only lied to me stating that recertification will be send to me showing my name, but warranty could also be changed to my name as well, if this was explained to me from the very beginning, I would not have them come to see my system nor pay.   I called to talk in person, they did not return my calls, I emailed, they did not return my email after they sent me old owners' sales agreement.   They stop responding and ignore my calls, they did not put any effort to solve this matter with me in any way. This is fraud and I want my money back.   
  

  

  Business response

  09/07/2022

  Please see page 3/4 of emails it states once customer changes his monitoring with Enphase which he was giving instructions to do so he will see his name as the owner of the system. We do not have customers resign contracts to put in their name from original owner as the original owner purchased the system. We transfer our workmanship warranties and recertify the system is working which is on the service work order both our company and customer signed and he provided in his complaint. 

  Customer response

  09/08/2022

  I am rejecting this response because:
  

  

  Business response

  10/03/2022

  Work was started on the as-built drawings in the spring of 2018 once we received a signed contract and a $1000 deposit. As built drawings are created by measuring the existing house and drawing it into the AutoCAD software. This is done so that we have existing plans to use when designing the remodel/addition. The estimate for this phase of the work was $1500 and noted in the signed proposal dated November 11, 2017. The as-built drawings were completed on April 19, 2018. At about that time the client put a hold on the project until further notice. The client next contacted me on December 8, 2021 stating I wanted to reach out as we are finally anticipating moving ahead with the renovations. At that time I was over extended on current work and put a moratorium on starting any new projects until I was caught up on current projects. That included projects that had been on hold for over 2 years. I explained to the client that it would probably be 6 months or more before I would be able to restart his project. Shortly before I would be able to restart the project the client found a draftsman to take over and complete the work. Upon notification of this I forwarded the AutoCAD files (instruments of service) to the draftsman. This was done in good faith as our contract stated DGEA is the author and owner of the instruments of service and will retain all common law, statutory and other reserved rights, including copyrights. I also told the client that I would review the financial standing and if there was a balance in his favor I would send him a check for the remainder. After reviewing the hours spent on the project I realized that he had not been previously invoiced for the work completed in 2018. At that point I sent an invoice for the total (based on the estimate) and subtracted his deposit. As it currently stands I am waiting on the final payment for services provided.

  Customer response

  10/05/2022

  I am rejecting this response because: this company should fully refund for lying about charging fee which not mentioned in consultation and supposed to be transfer fee.  ************ customer service is also horrifying.  Owner and manager WOULD not return my calls, emails.   

  During the first consultation with me not original owner of the solar panel, Future Energy Saver's manager *** and owner of this company stated definitely could transfer warranty and ownership from previous owner to my name. I have made an appointment based on above statement they have made with his technician for the date of 7/26/2022 for warranty transfer and recertification due to change of ownership.   If they would have told the truth from the very beginning of consultation, I would have not made agreement nor appointment to have tech come to see the system. All tech did was check out the system and tried to sell me device that monitor the system connected with company's data.    7/26/2022, tech from Future Energy Saver came and inspected solar panels and system and said that fee to transfer warranty and change of ownership would be $495.00 which I paid with credit card (has service order and statement showing this charge, tech wrote paid by credit card on service order). I have emailed and called numerous times regarding transfer of warranty and change of ownership documentation which this company failed to provide, sent me via email with original solar panels and system install agreement from previous owner back in 01/2016 stating they could only provide this agreement and that is the recertification document/contract. ************ owner also stated $495.00 is not recertification fee, it was inspection fee although service order number **** dated 7/22/2022.   If Future Energy Saver could not transfer warranty and also could not change of ownership, both owner and manager of the company should have informed me during the consultation, not leading to me to believe that they could not only transfer warranty to my name, could definitely PROVIDE change of OWNERSHIP documentation with my name on the document.  ************ NOT only gave falsifying information, but they would also not return my calls and email for the longest time until I mentioned higher action.

  I WANT full refund back for not providing what they have promised during consultation via phone, email and in person with this company's own technician. 
  Owner of this company stated $495.00 is not recertification fee, it was inspection fee although service order number **** dated 7/22/2022 provided by tech from this company wrote recertification as description with $495.00 which paid on 7/26/2022 which does not match up.  
  
  Not only this company should fully refund for lying about charging fee, but customer service is also horrifying.   Owner and manager WOULD not return my calls, emails.  Why would they not return my calls nor emails if what i am claiming here is not true and they have nothing to hide?

  
  

• Initial Complaint

  07/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased my solar from Future Energy in 2018. They have always been responsive, dependable, & honest until now.I went on vacation & returned home on Dec 28, 2021 only to find my backroom ceiling caved in (after 7" of rain.I called my insurance ********* sent an adjuster out. He told me it wouldn't be covered because it was caused from my solar. I called *************************** who is the Company Representative (whom I have always delt with). He came out & agreed it was the solar that caused the problem. He said no worries they would take care of the repair expenses. He was having a problem finding someone to do the repairs because of all the rain. I asked him if I could get my guy to do it and he said no problem. I stayed in touch with ***** throughout the whole process. I submitted my receipts and requested payment on May 18,2022. ***** had me send pictures of the completed room & was happy with the job. I texted him on June 20,2022 to find out where my payment was and he didn't respond. I tried calling & left a message, no response. I have since left 2 messages at the Company to call me & get no response.I am retired & live on SS. I took this money out of my savings & really need in back. Total owed me is $9781.49.

  

  Business response

  07/12/2022

  We have resolved this with the customer. 

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Future Energy Savers sold ** solar panels and backup batteries. The issue is that they never installed the CTs to begin with. The CTs allows the house to use the backup batteries when the sun is down. In late April 2022, we received our first true-up bill its a lot higher than what we expected. If anything, it's a lot higher compared to what we used to pay without solar because we werent able to use the backup batteries at all. We were pulling from the grid all along. We were sold batteries and weren't even allowed to put them to use. We feel scammed!I contacted the solar company to check it out, a work order was issued, and the guy realized that the CTs weren't installed in the first place. They are aware of their mistake but they refused to make it right. They keep giving me the contact our General Manager, *** but he does not return our calls/emails. I have kept our conversation professional, but its getting frustrating as they dont want to make it right. I asked if they have an attribution rider, so we can settle on something. Still, they refused to contact us back. I felt like we were sold something that we werent able to use & for their mistake, we, the consumer got consequential damages which is the high energy true-up bill.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Future Energy Savers presented a very convincing sales pitch about the quality of their solar systems and especially about the 25-year warranty on all the components. It was sold as a worry-free installation that would continue to provide electricity once the initial investment was recouped by lowered energy bills. This was fine until an inverter went out only six years after the system was installed. When I called for warranty service, I was shocked to discover that they wanted to charge me $325 for the service. Nowhere in the original sales pitch, company documentation, or my signed contract does it say anything about a fee for warranty service. In fact, the attached sales-pitch documentation specifies "Solar Parts and Labor Warranty!" They're now trying to tell me that that statement referred to the original installation only! They have refused to acknowledge that this is misleading and unethical, and now refuse to provide warranty service without the payment of this fee every time they have to come out. I have a total of 34 warranted components on my system (17 panels and 17 inverters). The first went out after only six years, so if this continues, I will be looking at having to pay another $11,050 in service fees over the life of the warranty.

  

  Business response

  11/05/2021

  This customer purchased a PV System from us back in 2015.Per his contract, and as explained to him, the micro-inverters he purchased are covered against defects in workmanship and materials by the manufacturers 25 year limited warranty. However, it is (as stated in the contract) a limited warranty as described by the Manufacturer, and in the Warranty (which was provided to the customer with all his original plans and permits) it specifically states *********** Warranty covers a replacement unit but does not include labor costs related to (1) un-installing the product or (2) if applicable, re-installing a repaired or replacement product. We are including a copy of the warranty for review.

  In the first 2 years of the products life, the manufacturer provides (to the Contractor) a labor reimbursement, which partially compensates us for our labor, and in the past allowed us to not charge service fees for warranty work (during the first 2 years only) as a benefit to our customers.However this customer is 4 years beyond that time period.
  

  We charge a fair Service Call Fee in order to be able to send technicians out to do repair work, as does any other contractor who provides service. There is a Service Call Fee, and an hourly rate for labor involved in whatever is required for that specific service call. The customer was notified of the fees well in advance of his Service appointment, and declined to keep his appointment.

   

  Please see attached...

  Customer response

  11/07/2021

  I am rejecting this response because the warrantees that he is referencing are from the manufacturers of  the components, not from Future Energy Savers with whom I signed a contract for my system.  Of course the manufacturer is not going to provide for the labor to replace their components!  They didn't even install them to begin with!  I did not sign a contract with the manufacturers.  I signed a contract with Future Energy Savers, who made a big selling point on the fact that the system was warranted for 25 years.  At no point in their sales presentation, and nowhere in the contract that I signed, nor any other documentation I was given, was mention made of a labor charge for replacing components, nor what that charge would be.  I challenge him to find anywhere in the sales documentation or in the signed contract any specific mention of a charge for warranty service!  There are plenty of places that state the 25-year warranty, and there is even the statement, "Solar Parts and Labor Warranty!" highlighted on a key piece of sales documentation. (See Attached).  This is gross misrepresentation, and I find it outrageous and unethical that the company now wants to charge me $325 every time a component goes out.  I have 17 panels and ************************************************ another $11.050 over the $25,950 already invested in the system.
  

  

  Business response

  11/19/2021

  This customer purchased a PV System from us back in 2015.Per his contract, and as explained to him, the micro-inverters he purchased are covered against defects in workmanship and materials by the manufacturers 25 year limited warranty. However, it is (as stated in the contract) a limited warranty as described by the Manufacturer, and in the Warranty (which was provided to the customer with all his original plans and permits) it specifically states *********** Warranty covers a replacement unit but does not include labor costs related to (1) un-installing the product or (2) if applicable, re-installing a repaired or replacement product. We are including a copy of the warranty for review.

  
  In the first 2 years of the products life, the manufacturer provides (to the Contractor) a labor reimbursement, which partially compensates us for our labor, and in the past allowed us to not charge service fees for warranty work (during the first 2 years only) as a benefit to our customers.However this customer is 4 years beyond that time period.

  
  We charge a fair Service Call Fee in order to be able to send technicians out to do repair work, as does any other contractor who provides service.There is a Service Call Fee (currently $200 for his location), and an hourly rate for labor (currently $120) involved in whatever is required for that specific service call. The customer was notified of the fees well in advance of his Service appointment, and declined to keep his appointment.

  
  The customer is concerned about (potential) ********************** additional costs associated with replacing units that *** (potentially) fail and be (potentially) replaced under the Manufacturers warranty. In more than 6 years, only 1 component has ever failed. It is entirely probable that none of the other units will ever fail. Also, IF and WHEN this were ever to arise we (potentially) might have a different fee for Service Calls. We do not know what will happen in the future.

  Customer response

  11/24/2021

  I am rejecting this response because it continues to disregard the fact that there was no mention of a service fee for warranty service when the sales presentation was made and the contract signed!  Why was this conveniently omitted?  This is an important piece of information that the homeowner should be aware of BEFORE they invest in an expensive system that is "warranted for 25 years."  How does the business account for this omission?  It is not adequate to hide behind the fact that the manufacturer of the components does not cover the labor cost to replace them.  The manufacturer also doesn't cover the cost of installing the components in the first place.  This is deceptive business practice, and I'd like them to respond to my complaint, not continue to evade the question.
  

  

  Business response

  11/29/2021

  This customer purchased a PV System from us back in 2015. Per his contract, and as explained to him, the micro-inverters he purchased are covered against defects in workmanship and materials by the manufacturers 25 year limited warranty. However, it is (as stated in the contract) a limited warranty as described by the Manufacturer, and in the Warranty (which was provided to the customer with all his original plans and permits) it specifically states *********** Warranty covers a replacement unit but does not include labor costs related to (1) un-installing the product or (2) if applicable, re-installing a repaired or replacement product. We are including a copy of the warranty for review.
  
  In the first 2 years of the products life, the manufacturer provides (to the Contractor) a labor reimbursement, which partially compensates us for our labor, and in the past allowed us to not charge service fees for warranty work (during the first 2 years only) as a benefit to our customers. However this customer is 4 years beyond that time period.
  
  We charge a fair Service Call Fee in order to be able to send technicians out to do repair work, as does any other contractor who provides service. There is a Service Call Fee (currently $200 for his location), and an hourly rate for labor (currently $120) involved in whatever is required for that specific service call. The customer was notified of the fees well in advance of his Service appointment, and declined to keep his appointment.
  
  The customer is concerned about (potential) ********************** additional costs associated with replacing units that *** (potentially) fail and be (potentially) replaced under the Manufacturers warranty. In more than 6 years, only 1 component has ever failed. It is entirely probable that none of the other units will ever fail. Also, IF and WHEN this were ever to arise we (potentially) might have a different fee for Service Calls. We do not know what will happen in the future.
  The consumer provided the following when submitting the Complaint to BBB

  Customer response

  11/30/2021

  I am rejecting this response because they keep copying and pasting the same response over and over without actually responding to my complaint.  They are refusing to answer the simple question posed in my last rebuttal.  Of course the manufacturer of the components will not pay for the replacement of the parts!!! I'm wondering where this process goes from here.  Future Energy Savers is clearly evading the question about their deceptive business practice of conveniently omitting that they will charge a service fee to enact their warranty at the point of the initial sales presentation!  Why is this not mentioned when they make the initial sale and sign a contract promoting the 25-year warranty???  BECAUSE THEY KNOW THAT THEY WON'T GET NEARLY AS MANY SALES!!!  DECEPTIVE BUSINESS PRACTICE!!!
  

  

  Business response

  11/30/2021

  We are posting the same response as we did answer the questions, the contract as stated below shows "limited warranty" as most do. The previous response also states that we did cover labor during the fist two years only. Replacing units under warranty do not fall under our workmanship warranty which does cover materials and labor for 25 years. Please see below. To answer the question where do we go from here, you can contact our office to schedule a service call at the fee for labor as previously discussed.  

  This customer purchased a PV System from us back in 2015. Per his contract, and as explained to him, the micro-inverters he purchased are covered against defects in workmanship and materials by the manufacturers 25 year limited warranty. However, it is (as stated in the contract) a limited warranty as described by the Manufacturer, and in the Warranty (which was provided to the customer with all his original plans and permits) it specifically states *********** Warranty covers a replacement unit but does not include labor costs related to (1) un-installing the product or (2) if applicable, re-installing a repaired or replacement product. We are including a copy of the warranty for review.
  
  In the first 2 years of the products life, the manufacturer provides (to the Contractor) a labor reimbursement, which partially compensates us for our labor, and in the past allowed us to not charge service fees for warranty work (during the first 2 years only) as a benefit to our customers. However this customer is 4 years beyond that time period.
  
  We charge a fair Service Call Fee in order to be able to send technicians out to do repair work, as does any other contractor who provides service. There is a Service Call Fee (currently $200 for his location), and an hourly rate for labor (currently $120) involved in whatever is required for that specific service call. The customer was notified of the fees well in advance of his Service appointment, and declined to keep his appointment.
  
  The customer is concerned about (potential) ********************** additional costs associated with replacing units that *** (potentially) fail and be (potentially) replaced under the Manufacturers warranty. In more than 6 years, only 1 component has ever failed. It is entirely probable that none of the other units will ever fail. Also, IF and WHEN this were ever to arise we (potentially) might have a different fee for Service Calls. We do not know what will happen in the future.
  The consumer provided the following when submitting the Complaint to 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. ↩