ComplaintsforNational Energy Installers

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  w **** signed to have roof and solar panels install in our house, I was at time out of work and were talked into getting this done. in the conversation consultant state that *** would 3 months of service at no cost. the work started back in August, 2023 it turned out that it has taken 6 months to actually to even see an inspector to check on the panels install meanwhile I was processed for a loan with Goodleap to pay for panels and since I was out of work now my loan is in collections and calls, emails and text messages to pay when I don't even have the service. 4 months passed before I could from anyone from National energy installers and that is because I asked Goodleap to help. What I like is for National Energy Installers fulfill their promise of 3 months of service at no charge and credit the months that it took for them to actually turn on panels otherwise Goodleap will just turn them off and I will be with electricity.Best *****************

  

  Business response

  03/27/2024

  We appreciate the opportunity to address the concerns raised and provide clarification.
  Upon careful review of the complaint and the details provided, we would like to kindly clarify that the claims made seem to be based on a misunderstanding of the terms outlined in the contract.
  Our company takes pride in transparent communication and ensuring that all terms and conditions are clearly communicated to our customers before any agreements are finalized. We maintain that we have diligently fulfilled all obligations as stipulated in the contract signed by both parties.
  While we understand that disputes can arise, we respectfully maintain our position that we cannot offer compensation for services or features that were not explicitly included in the contractual agreement.
  We genuinely value customer satisfaction and strive to resolve issues in a fair and reasonable manner. We are open to further discussion with the Better Business Bureau and the customer to provide any necessary information or clarification to address this matter appropriately.
  Thank you for your attention to this matter. We trust that the Better Business Bureau will conduct a fair assessment of the situation based on the information provided.

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Initial Contract was signed on 04/20/2023. The sale representative explained the contract since the signer only speak Spanish , sale representative(***************************** ) . The following day it was decided we wanted to move forward with cancellation however the sale representative would not answer calls or text message. It took weeks to be able to get other contact information thanks to reaching out to a child of ours for assistance. This was after we had attempted to resolve this with the sale representative. On 05/15/2023 my daughter ***** attempted to assist with this contract cancellation, however, has gotten no response from the contractor other than a manager will reach out. We are now on day 4 and have not heard back from the said manager. There have been many voicemails lefts and only two callbacks from ***** (representative) advising she is sorry and that the manager is overwhelmed and will call as soon as he can. We have attempted to contact this contractor numerous times to cancel a contract with no response other than that a manager will call back. The office directs you to voicemail and no one reached out the first few times. When speaking to the representative (*****) they advise they cant assist and that the manager is the only one that can cancel out the contract. We have asked to speak with someone else that could assist per the representative there is no one else. We are nearing the 30-day **** to cancel and feel that they are purposely not returning calls. This is a violation of my right to cancel the contract. I do not wish to move forward with their services.

  

  Business response

  05/19/2023

  Customer requested to cancel with our office after his 3 day right to cancel had past. It is clearly spelled out in the contract that ***** signed the process to cancel his contract. It is to simply sign and fax, email or mail the included cancellation notice to our office. The contact info is on our contact as well.
  
  We have now sent ***** a cancellation agreement that will need to be signed in-order for ** to properly cancel his agreement with **. Once that is process by him, we will close the account.

   

• Initial Complaint

  04/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The company never sent me final plans but showed up to install our Solar Carport. They only got 50% done and after 3 months have not returned. They keep giving excuses and false promises. We had to pay them 50%, $45,000 and are already making payments on the loans but work is incomplete.They claim to have city issues but cannot give me any details of contacts or follow up so I can take to ************ for help. The Contractor knows there are 2 of the 5 city council members interested in this Solar Carport and want to see it sucessful. My point is help could be there if there really is a problem.Either way it does not take 6 months to install.

  

  Business response

  04/18/2023

  ****,
  
  I am truly sorry that you felt you needed to file this complaint to deal with the issue that the city presented us with your permit. As I mentioned to you when we last spoke the city has changed their requirements in regards to the updates we made to your permit package. As you know the city issued us a full permit when we started your project, but when we tried to update the location of the structure, they told us that they made a mistake and that we needed to meet additional requirements that they did not require the first time. The excuse was they made a mistake and forgot to ask for these requirements. Being that they we new to us it took our ********* time to figure out what they really needed and we are expecting to have it resolved this week. We will reach out to you as soon as this is fixed so we can wrap this up. 

  Thanks for bringing your concerns to our attention!

  ****

  Customer response

  04/18/2023

  To blame the City for the delay when there have been 4 months of delays, horrible service and a lot of work that could be done instead of waiting simply is not professional. The response blaming others for a failure on this companies fault is why i feel it necessary to get others involved. Simply not professional.

  I too have been in touch with the *********************, they have been very helpful and have records of the dates of communication. Apparently after I filed this complaint your team was able to contact the city and move ahead. But no schedule has been provided to get any of the other work completed. 

  This complaint is far from resolved due to horrible communication and lack of progress.

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