ComplaintsforPacific United Power

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I have had multiple traumatic brain injuries the last one being worse than the first that resulted in a settlement, giving me the opportunity to put a down payment on a home for me and my wife. We have owned it for almost 2 years and was thinking about solar energy ever since we bought it. We didn't look too much into it but knew it was something we wanted to do down the road. One day a lady came to my door presenting Pacific United power to fulfill those wishes. I was then connected with a salesman named ******, who said he also owns the company. He seemed like a real stand-up trustworthy guy, he went over the details with me alone and his pitch was no more electric bills. Not knowing much about how solar works I was skeptical but his promise of no more TECO bill and a fixed payment of $186 a month for 25 years of warranty seemed like a steal. I asked how come more people aren't taking advantage of this he simply said credit. We got word that this could be a scam and before installation and tree trimming my wife and I were already on the fence to go forward with this so we ended up calling ****** to put a **** to the process. He then sat me and my wife down and explained how the tax credit works and reiterated that we would only have to pay $186 a month. He reassured us that we would no longer have a TECO bill. System didn't start until the middle of the month and we received a TECO Bill the following month. I texted ****** assuming that this was the period in between bill. He confirms it then the next month we receive another TECO bill. I text him with questions no response I call no answer. I suppose I should have done my own research but asking the dude who essentially runs the company, it was a for sure thing. I cannot cancel and I cannot sustain the bills. I feel he took advantage of our ignorance and now we can't sustain payment along with the fear that they will put a lien on our home. STAY AWAY. they will lie to your face. They will take advantage of you

  

  Business response

  09/18/2023

  We are sorry to hear about your experience. 
  Regarding your complaint, we have went above and beyond to help in your project.

  The representative on the project paid six months towards your loan, paid for tree trimming, and had an inspector check on the project.

  According to solar **** the installer and maintenance department for your project, the panels are matching the requirements laid out within your contract. 

  Customer response

  09/19/2023

  The representative said the tree trimming was included in the project. There was no indication that it was complimentary, and before we signed the contract we were skeptical about the tax credit and how it works and wanted to back out. I called him saying so and he threatened that permits were already pulled and they would have had to be paid for by us. He also doubled down on the narrative that we would no longer have an electricity bill and all we would have to pay for is the panels themselves. The offer to pay the 6 months towards the loan was after the fact that my wife laid into him as soon as we got a hold of him. Mind you he did not answer his phone until we called on a private number. He made such promises as paying 6 months in advance, paying for insulation in our attic, trying to reduce the loan amount by half. If we were not misled into believing we would no longer have an electricity bill we wouldn't have gone through with the project. He took advantage of a young new homeowner with multiple brain injuries, made promises that were bald face lies and hid when we caught on after the fact. I could not sustain such bills and contacted solar *** for termination/cancellation fees, but they said we were on the hook after installation. It's no wonder he offered the 6 months in advance, turns out he has a profitable ******* channel teaching people how to make thousands in solar sells. Promising something that is untrue unless being deceptive is a tactic. This practice of false advertisement is what fooled me into signing a 25 year contract. We didn't want a lien placed on our home so we took the 6 months in advance because at the time we had no choice. It is by far a resolution. I do not want the panels anymore and I'm stuck with a bill for 25 years that I had no anticipation for. I'm in fear of what will happened after the 6 months. Its unfair and deceptive practices and Im ready to forward legally if needed.

  

  Business response

  06/26/2024

  We have went above and beyond in helping with this customer- we have paid out of pocket for triming trees and adding foam in Insultation that amounted to over $6000. We recognize that the customer is having issues, and we have spoken with him and his partner on the correct route to resolve this - namely working with solar **** the company who did the installation. We met every demand and yet *********** goes out of his way to attack our company while refusing to reach out to solar max. 
  

  
  

• Initial Complaint

  11/23/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In August 2022, I was approached by a *** salesman to purchase solar panels. I was asked to provide copies of my last 3 electric bills in order to pre-determine the number of panels I would need to produce the same amount of energy I was currently using. It was determined that I need it a minimum of 25 panels to be self-sufficient and not have to pay an electric bill, however only 23 were installed because that's what the contract was written/signed for. The panels were installed in September. This is November and I am now being billed for solar panels and full electric bill. I do not believe the number of panels installed are generating enough energy, since I am still being billed for both. I tried reaching out to the *** salesperson and the company via email, with no response. I was also told by the salesperson that I will get a 10K tax refund and that I should apply it towards the loan balance to keep the payments low. Found out that I don't literally get 10K cash, I get a tax break for it. These tactics by sales personnel are deceiving and borderline fraud. They are telling you anything only to get you to buy and then you are stuck with the panels and the bills. This complaint is for awareness of others as it's obvious the company has no desire to hear or address my complaints. I would love to request a refund and to return the panels since they are not doing what they are supposed to do, but unfortunately, I must take this as a huge loss and use this platform to make other consumers aware.

  

  Business response

  11/30/2022

  There are always two sides to a story.. allow us to explain ours.

  This customer on multiple occasions was told how the tax credit operates. We have recorded verification calls of her confirming that she understands the terms of the tax credit as well as multiple places of signatures and documents sent to her email for record. It was never stated at any point that it was cash nor have we ever trained representatives to say that at PUP. We're happy to furnish her voice recording confirming the terms and any agreements she signed as proof. All printed material reflects this as well.

  The government doesn't hand out cash. We've never had this complaint ever. We resolved this problem for the customer on Monday November 28th, 2022

  We gave the customer additional panels at NO cost which we were under no obligation to do in effort to appease. We strive for amazing customer service and sometimes customers try to take advantage of our stellar reputation in order to get services they haven't paid for.  Again, this problem was resolved two days ago and should no longer be valid.

   

  Thank you and please reach out to us directly for any further details on this matter. 

  Customer response

  12/01/2022

  Good morning

  The business claims the issue was resolved two days ago, however I have not received a phone call, email or correspondence from them, not sure how it was resolved. They claimed I was given two additional panels, thats a lie. Today I still have 23 and not 25 as promised by PUP sales representative, ***************************. They can say they have voice recording on me saying I understand the tax credit all they want, I understood what ****** had told me: that I could use the tax credit to put towards the loan to keep the payments low. Yes, thats what I understood. Until today, 1 December 2022, no one from PUP have bothered contacting me by any means, so not just are they provide poor customer service, they are also lying about the issue being resolved and them providing me two additional panels. The sad part about it all is that I failed to record the salesman as I didnt think I needed to, but here we are, the business has the upper hand and they are using that against me. This is the world we live in today, just sad. I will carry on denouncing the poor service as it is obvious they will not be accountable for anything. I am stuck paying for panels and electricity, because they didnt keep their promise. 

  

  Business response

  12/05/2022

  Customer is now satisfied and wants to remove complaint. How do we go about removing complaint? Thank you!

  Customer response

  12/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

*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. ↩