ComplaintsforEmpower Home, Inc.

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I got solar panels installed on my roof a couple months ago and havent liked it since. The placement is awful and Ive been stating this from the beginning. I dont want them and was lied to by what I would and should get versus what I wanted. Of course they only care about the money so have been contacting me every so often, 11/27/23 and before that 10/4/23 was our last contact. On 11/27/23 they stated it was very important we talk or they threatened a lien on my house by Wednesday 11/29/23. I called them back but they were too busy to talk on the phone but texted they would call me after they were done with another client. I waited over an hour and no call. They then proceeded to text me for over an hour after that but werent available to call till 2:30-4 pm it was 1 something pm at this time. This time doesnt work for me since I have to be at work at this time. We set up a time for 9:30 am today 11/28/23, it is now 10:47 am I have texted and called and not a peep from them. Yesterday they couldnt wait to call me but when I once again take time out of my day to get in contact with them they dont even answer their phones and the threatened lien is supposed to be filed tomorrow which is why they needed to talk to me so badly.

  

  Business response

  11/29/2023

  Hello, 

  After speaking with the homeowner we were able to get her back on track and willing to move her project forward. We are currently working with the utility for her main panel upgrade.

   

  Thank you, 

• Initial Complaint

  09/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contracted with Empower to do our solar on our house (a very large project of 74panels). They installed the panels in November 2022. Now, nearly 11 months later, we still do not have them functional. After several delays for inspections, etc., the project manager does not follow up with any updates nor can she give us additional info. In June 2023, the project failed the county inspection, and since then there has been no movement -- regardless of us calling, texting. They had an employee on site and we TODAY found out the reason of the failure. We are at a total loss because we are paying for the panels and still having to pay for PGE. I have left messages as well. We have been available every single time they have asked (only a handful), and have tried to be patient. Any assistance is truly truly appreciated. We have been paying $500 per month since February, and the total cost that Empower will receive is more than $300,000.

  

  Business response

  09/21/2023

  Thank you for taking the time to speak with our customer care supervisor yesterday. She will continue to monitor and update on your account as we push to complete your system and get you operational. 

  Customer response

  02/23/2024

   I am rejecting this response because:
  
  Hi *****!  My name is ****. I filed a complaint last September 2023 regarding our solar company, Empower Home.  In short, we have been involved with them since November 2022, and to date, we still do not have approval, connected to the grid solar.  Their system has failed inspection several times. We have been paying on the system, however, for over a year!  
  
  In September, after the complaint, the company was responsive for about 2 weeks.  Since then, they have not been.  And any update we get is basically "it's in progress".  Today, when I called the supervisor to follow up, she interestingly told me that she could not talk to me because I am not authorized on the account!  (My husband and I have both spoken with her.) It was super bizarre and another delay tactic.  I remain stunned at the lack of response and progress -- I am sure you see this often, but wow. Can you please advise me on the next best steps? 
  
  On another note that I have not even told them -- we started having electrical issues in our home.  When we had an electrician come, he said the work completed by the solar company is horribly sub-par (not the solar, but the electrical tie in) and he is recommending work to remediate their job :/// Arghhhh.  
  
  Any info you can provide is super appreciated. 
  
  Very kindly,
  ****
  
  ********************* LCSW, DBH
  Vice President of Philanthropy
  Friends of Mercy Foundation
  

  
  

  
  

  

  Business response

  03/05/2024

  we've provided our primary engineer with all requested photos and a complete as-built re-draw of the patio structure area. We also commissioned a new ASCE hazards report for the homeowner's location as the extreme snow load that the *** has been demanding is incorrect and has been a major impediment. We've also given all this information to a 2nd engineering option, as well as an attachment contingency if we are still unable to move forward as installed. I've personally emphasized to our engineering partners the need for expediency regarding this project. I do apologize for the numerous delays and appreciate the patience as we move forward with a resolution.  If there are any questions or addition information I can provide, please let me know. Thank you.   

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went live with my Empower home solar system in July 2020. I have had nothing but problems since then. My system did not work properly for the first nine months. It took them that long to figure out that they needed to reprogram it and then it worked fine for a while, other than my battery going down from the end of December, 2021 until February 2022. Then on April 1 my SolarEdge monitoring apparently expired requiring a $500 update in order to monitor my system. That’s the only way I know that it’s working! And they apparently don’t monitor it. Then my system went down in September 2022 and was not repaired until January 3, 2023. During that time I estimate my Electrical bill to be approximately $1069 for that four months. (I compared my usage to my usage for the same period of 2021.) I asked to be reimbursed for that amount. They are offering me half. That is not acceptable. It should not have taken four months to fix my system. In addition to the $1069 I believe it would be reasonable to expect to be reimbursed the $500 it cost to update the monitoring. I should not have had to update a two year old system at my expense. I also believe that I need to add panels to my system, and now I discovered that I am stuck having to use the same company or the warranties will be voided!

  

  Business response

  04/20/2023

  The system went down due to an equipment issue to do with SolarEdge, not due to anything with our install or service visit. We had to have the issue logged while on site and than replaced by SolarEdge directly (a warranty repair) Our contract does not include a monitoring service that states we will review and watch the system so we provide each homeowner with access to the portal so they can view their own systems. Our contract does not state there is a production guarantee that would cover any loss to production. As we wanted to attempt to make the homeowner feel more at ease, we did offer to cover half of what she was stating as lost production which was approximately $534.50. The homeowner would not be required to go with us for adding additional panels, the system warranty would only void should someone remove, relocate or re-install our existing equipment. She can contract with whomever she chooses to add any panels she would like to her home. We have attempted multiple times to help get a resolution to make her content with her system but she will not work calmly with us. 

  

  Business response

  04/24/2023

  We would be more than willing to put in writing that we would not void the warranty should she choose to add additional solar panels/components from a different solar company. It is very common for homeowners to choose a different company for system add ons. Yes, the homeowner has had mechanical issues before and each time we have taken care of the issue. As she is stating herself, she needs additional panels to offset how much she is using from the electrical grid. It would be hard to determine just how much the bill would be based on lost production and as well as over usage from the grid. Which is why we were offering half of her requested lost production number, to help offset the cost. As the true up bill is not coming up due that I am aware of, there is still time for the system to offset and bring the over all cost down, depending on her usage of course. Should the homeowner request, I can speak with her on the phone as well as senior management. 

  Customer response

  04/25/2023

   I am rejecting this response because:
  The figures I gave in response to my four month downtime last year was based on my actual usage a year before. I feel that it is very fair to be expected to be reimbursed the equivalent of what I used during the same time the previous year. My trueup is due in June. There is only one month left between now and then to make up for my very large expected trueup. I acknowledge that part of it is due to a very cold January February, and March of this year. I’m not asking for reimbursement based on any of that, only based on reimbursement for the four months of downtime that I had. I was told to expect a call from senior management and I’m still waiting. The fact that they are offering to reimburse half of what I have asked for is their acknowledgment of their fault in this whole process. But I’m not asking to be reimbursed for all of my trueup. I am only asking to be reimbursed for the four months my system was down. Keep in mind that my trueup for the previous year, July 2021, through June 2022 was a -$145. In other words, I produced more energy than I used. This year my trueup is currently over $2000. I am not going to make up anywhere close to $2000 in the next month!
  The reason I have inquired about extra panels is because I am finding myself having to be very very careful during cold months because my heater is using more energy than anticipated. I have been asking for a quote on adding panels for well over a year and I have yet to receive a response from them. The heater was installed at the same time as my system so we had to guess as to how much energy it was expected to use. Thank you.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our solar panels were installed in the first week of June, this company gave us no paperwork at all. We were told that they were going to handle everything. SCE came to visit our house in September and locked our electric panel and told us that our solar panels are illegal. We were told to contact SCE so we did, then SCE told us to contact the installation company. When we called they told us that they were going to get in touch with SCE so that they can inspect the solar panels. Every time Empower Home sends a tech they wait 1 hour and then leave because they say that SCE is taking too long and that they would be back but they never come back. All this company does is give us the run around, it's now December 28th, 2021 and our solar still isn't up and operational. This genuinely feels like a scam, we are very close to hiring a lawyer to see if they are in breach of contract so that we can just refund these solar panels. The total cost for these panels with the finance charge is $74,233.44. We want the job completed or the company to retract the contract with University Credit Union so that they can take these solar panels back.

  

  Business response

  12/30/2021

  Hello,

  
  

  I am currently reaching out to my project management team so I can get more understanding of what our next steps are and to get this project moving. I will update you and homeowner as quickly as possible.

  
  

  Thank you, 

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