ComplaintsforASI The White Glove Guys

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ASI INSTALLED MY SOLAR PANELS AND IT IS VERY HARD FOR THEM TO DO THE WARRANTY ON MY SYSTEM. MY SYSTEM IS NOT REPORTING CORRECTLY, I NEEDED THEM TO CHECK MY PRODUCTION METERING CT AND CONSUMPTION MONITORING CT AND IT IS VERY DIFFICULT FOR ME TO SCHEDULE FOR THEM TO COME OUT AND CHECK MY SYSTEM SINCE THEY ARE THE **** WHO INSTALLED MY SYSTEM. THEY WILL GIVE EXCUSES NOT TO COME. WILL ASK FOR A MANAGER, AND ******* CLAIMS HE IS THE MANAGER BUT THEN HE SOUNDS LIKE THAT THEY ARE TRYING TO AVOID TO COME AND CHECK THE SYSTEM. I KNOW THEY DON'T INSTALL SOLAR ANYMORE BUT MY SOLAR IS STILL UNDER WARRANTY AND THEY HAVE TO COME OUT AND CHECK MY SYSTEM SINCE IT IS NOT REPORTING PROPERLY. I WOULD LIKE FOR SOMEONE TO COME TO MY HOUSE AND CHECK MY SYSTEM

  

  Business response

  03/08/2024

  Hello *********, 

  I have reviewed your call history and i see that you called on the March 6th at 10:17 and then again at 10:21.  ******* returned your call at 10:40 and scheduled your appointment for our soonest available diagnostic appointment. That does not mean that we are avoiding your warranty or issues.  We are constantly working on these solar jobs even before we arrive to the home.  Sometimes we are able to resolve them without an onsite appointment. 

  I reviewed your solar system through the Enlighten manager and found that your system is reporting and producing accurately with no issues, I even ran an event report and no issues or events come up from that either.  We are still going to come out and review your system for your peace of mind.  If something becomes available for a sooner appointment we will give you a call to get out there sooner if it works for your schedule. 

   

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ASI stop installing solar panels but said it would continue to service existing customers The problem is you can never get ahold of the department Dont call back or yo u have to wait weeks to get service If they cant do it they should get a subcontractor to talk over existing service on their product

  

  Business response

  02/02/2024

  Hello *****************, 

  Our records show that ******* spoke to you today about an electrical issue with your inverter.  We cannot have an employee working on electrical equipment in the rain.  Because of the rain, many of the previously scheduled appointments had to be pushed out to further dates.  I see that our customer service representative scheduled a service appointment for you. I also see that ******* has already started the diagnostic stages with Enphase to hopefully expedite any repair or  replacement.  Weather permitting, if a sooner appointment becomes available you will be rescheduled.  I hope you can understand the importance of safety when dealing with expensive electric equipment, slanted roofs, and wet conditions. 

  I hope this helps provide some understanding of what we ARE doing for you and what we will continue to do.  ASI still honors and fulfills the warranties of the installed solar system.  ASI will be completely transparent with the warranty and replacement process as it goes along.  ******* will follow up on Monday with any updates on remote diagnosis. 

   

   

  Customer response

  02/02/2024

  
  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,
  
  *********************************
  
   
  

• Initial Complaint

  12/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been receiving their junk mail for the last year. They send it monthly. I just received a piece of mail on Friday. I have never used their service or signed up for their junk mail. I emailed the company and the owner ***************** in October informing them to stop sending me their junk mail. They continue to send me their junk mail. The fact that I have asked and they refuse to stop sending the junk mail makes me all the more reason to not use their service.

  

  Business response

  12/05/2023

  Hello ****,
  This is the same response to your Yelp Review. You have received our mailings because you have provided your contact information to a clearing house.  You may have done this when filling out an online form or submitting a request for more information at a home show or a fair, like the San Diego County Fair.  I personally received your request to be removed from our mailing list and this has been done.  it will take up to 3 weeks to complete, since we can't pull what may already be in the press. You could have also called our office and asked to be removed that way rather than post a negative review having never been a customer.
  Now, I would MUCH rather you leave a review as an actual customer. SO, I'm putting my money where my mouth is and I will PAY for your furnace maintenance and a Free whole home plumbing inspection. All you have to do is call me directly.  *********************.  
  If you're not willing to try us as a customer then please remove this review, since these should be for customer experiences and not just to complain about receiving mailers that are legally being sent to you because you provided your demographic information.  

  Thank you, 

  And I hope you have a Merry Christmas. 

   

  Customer response

  12/05/2023

  Youre the only business that sends out numerous mailers after people have asked you to stop. Read the reviews. Im not the only one. I will never allow your shady business and employees on my property. Mailing people mailers and refusing to remove them after being asked repeatedly is part of doing business and warrants a review. My review stands as a testament to you doing business. The companys BBB response is nothing more than an advertisement for them. 

  

  Business response

  12/05/2023

  Your information has been submitted to be removed from the mailing databases we use. I HAVE NO RECORD OF YOUR REQUEST TO BE REMOVED FROM OUR MAILING LIST.  I don't know to what email address you sent your request but, we do not REFUSE to remove people. Had you contacted our office directly, an agent would have removed your contact information without any objection. Or, if you had visited our website, you would see a mail removal link ******************************************************************* noticed in review of your Yelp account that you have this issue with other businesses as far back as 2015.  You have submitted your information to some form of publishing house,and you will continue to receive mailers like this from other companies until you follow the proper procedures to have your information removed from those databases. 
  There are SEVERAL online resources and services that assist in this.  I recommend a ****** search with the terms, "How to Remove Yourself from Data Collection Sites".  You will find plenty of articles and services that assist in removing you from databases.  I am trying to be extra helpful in providing a solution to avoid this inevitably happening with any other organizations that use direct marketing as a form of advertising.
  This is not the fault of ASI or any other company that chooses to do direct mailers; Its a form of advertising like TV or Radio.  
  There's helpful and there's refusal; unless you can provide evidence of someone within ASI "refusing" to remove your contact information as you state, then your review is not true. Please consider either using us and providing a TRUE customer experience review or removing the review as it is not a true statement.  We were all taught, "if you can't say anything nice,better to say nothing at all".  You can contact me directly if you would like to discuss this further.  
  Your information has been submitted for removal from our publisher database.
  Thank you. 

  Customer response

  12/05/2023

  This business owner is making false claims. I sent an email to ********************************** per their website. And to ************************************ and ************************************** None of these email addresses came back as undelivered. None of them responded back. I have never reviewed this business before, like they claim in 2015.
  

  ***** and desist all contact with me. Remove my address from your system and stop sending your junk mail. 

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have continually received junk mail from this business. It appears that this is a common complaint for this business. I have returned mail to sender several times with a note requesting to be removed from their mailing list. I have continued to receive mail for over 2 years now from "*****************". ASI should really reconsider their promotional program. People already receive enough unsolicited junk mail, junk emails, and door to door solicitors. I will never do business with ASI due to their inconsiderate promotional/ad services.

  

  Business response

  10/26/2023

  Hello *******

  I'm sorry you are frustrated with our marketing mailers.  I ran your address, name and phone number through our internal database. None of your information is in our records.  This means that you are getting these mailings because you have provided your demographic information to a site or another organization by filling out their forms and agreeing to their terms.  Those sites or "firms" sell that data to publishing houses that use the information to distribute marketing material like ours and other companies.  

  I have added the address you provided to the BBB to submit this form to our do not mail list.  You may still receive marketing material from us for a short time since most of our marketing material is generated at the publishing house far in advance of delivery.  

  If you or any customer, continue to receive unwanted material from us, we provide a link on our website to be removed from mailing lists.  ************************************************************ I do hope the BBB will not redact the *** link I've provided.

  I really am sorry you are frustrated with our mailers and that you deem it necessary to never use us because we sent you mail.  Should you ever change your mind about that, I will provide you with a free furnace or ac maintenance and water heater service.  You can either contact me directly or reference this BBB post with any customer service agent.  

  Best *************************************************** and **************** Manager.

   

  Customer response

  10/26/2023

  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,
  
  *************************

  *** Additional information ***
  

  I appreciate the prompt response from ASI. However, ASI claims that I am not a part of their mailing list. I dont understand how this could be possible. The return address is addressed as the same location as ASIs main office. No publisher is going to publish mail on behalf of another business and not receive compensation. That is an insane overhead cost, considering every single piece of mail I have received has a stamp worth over 50 on it. If you are contracting with another company to distribute ads, you should have more oversight when a customer is receiving a significant amount of mail addressed from your business. I receive at least 2-4 of your ads per month. Like I said, customers are constantly being bombarded with solar, heating and air, and other services ALL THE ***** If I were ASI, I would focus more on emails, digital marketing, word of mouth/referrals from other customers, etc. Its an absolute waste of paper, fuel, ink, wages etc, for a piece of mail to be thrown straight into the recycle bin. I will reconsider using your services based upon a polite and prompt response. Thank you for understanding. 
  

  -*************************

  
   

  
  

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They keep mailing advertisements to my house even though I have NEVER contacted them regarding ANYTHING. Somehow these vultures got my info and thought it was ok to continually send me mail. I will NEVER use their service for anything because of all the unwanted mail.

  

  Business response

  07/25/2023

  Hello ****,

  We get our mailing lists legally, from various mail houses that have your information.  You may have signed up for information on home improvement projects, or even entered a raffle.  If you've contacted the office directly our customer service representative would enter your information into our do not mail list.  ********** it takes a few weeks for the request to update.  The information you've provided in the BBB complaint has been used to remove your information.  If that is the accurate mailing information you will be removed.  

  you can also submit your request for removal online at *****************************************************************;

   

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I just paid $50,000 for a whole house repipe to replace my 65-year-old cast iron plumbing. The guys left today and told me everything was done and hooked up and good to go. I went to take a shower and the water came up over my feet and started seeping out of the cap where the toilet was going to be placed after I did the tile. Extremely poor quality. The employees were great but the quality of work was atrocious

  

  Business response

  06/29/2023

  Hello ****,

  Thank you for taking the time to write your comments about our install.  I see we have an appointment scheduled for today to inspect this workmanship.  We're very sorry to hear of this experience and we will do everything to make correct any issues caused by our workmanship.  

  If you have any further concerns or questions please contact ASI directly.  I have assigned your case to one of our concern managers to handle from this point forward. 

   

   

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ASI sold me the wrong size furnace filter about 2 years ago that I only realized yesterday when I went to install it. Since it was unused, I asked them if I could simply exchange it. They originally said YES but that the price of the filter went up about $13 since the purchase and that I would be responsible for the difference. I was willing to do that but asked if they could waive that charge since it was originally their error. ******* said they needed to ask a manager. The manager told ******* that they would NOT offer the exchange due to the time since the purchase date, and that they would also not honor me paying just the $13 difference. I view this as poor customer service, not standing up for thier original error, then even retracting thier offer to have me pay just the difference in price. NOTE: I originally went to ASI for my new furnace install and replacement filter due to what appeared to be outstanding customer service based on thier TV / radio advertising. They didn't happen here.

  

  Business response

  03/17/2023

  Hello *******,

  Thank you for taking the time to present your situation, I am the one who said we could not exchange the filter. Please understand, we cannot make any statement or guarantee of something like this over he phone. Review of your account presented a timeline of concern. I also saw that the customer service representative offered your maintenance at no cost. That in it's self is an $87 value.If you would like to keep that appointment, I can have the technician review the filter you purchased along with your purchase invoice and the filter that is in your system. At that point I can discuss how we can handle this situation. Please feel free to contact me directly ********************. I look forward to speaking with you.

  Customer response

  03/17/2023

  Your retraction of the original $13 filter exchange proposal made by your rep does not reflect the way a company should do business, regardless of your reasoning.  You stated that you ..cannot make any statement or guarantee of something like this over the phone. This was a $13 proposal, and if it violates your reps authority, thats an internal training issue.
  

  Your rep DID indicate that I was due for the maintenance inspection so I scheduled an appointment.  I advised them that this was my first inspection since the furnace installation, and it was supposed to be complementary as told at installation time.  The rep agreed with me.

  
  After your rep spoke with you regarding my request to waive the $13 fee, they called back and retracted their original exchange agreement entirely, saying I would have to pay the full $50+ price for a new filter.  At that point, I canceled the appointment, having to think about this entire negative experience.

  
  You mention ...I can have the technician review the filter you purchased along with your purchase invoice and the filter that is in your system.  I no longer have the invoice but your records do show the filter purchase so you could provide the tech a reprint. If your invoice shows selling me the correct part number, ASI would have filled the order with the wrong filter.  It is the same brand as your original install, just the wrong size.  
  I am willing to reschedule the maintenance appointment providing it is 100% complimentary as per your furnace sales agreement.  I would then expect the filter exchange once your tech verifies the wrong size. 

  
  Please advise if ASI can commit to the exchange once your rep evaluates and if there may be hidden costs involved with the complimentary inspection. 
  

  
  

  

  Business response

  03/20/2023

  If the filter you have on hand is the same filter from 2 years ago, and was not the correct size, and is unused, then I would honor the change, at no cost to you.  However, we will not make any agreement over the phone or in writing that we will do an exchange of a filter without first verifying any error.  If we sell a filter over the counter, we had already reminded you of the importance of your maintenance and the reason for inspecting it our selves, to avoid issues like this and others. We also document, for inventory, the filter that was given to the customer at the time of purchase.  This is done through our electronic system and can be verified by the tech at the time of the visit.  

  Please contact the office to schedule your maintenance.  This agreement has been documented on your account any CSR will be able to assist in scheduling per these guidelines. 

• Initial Complaint

  01/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On or about **** of ************************************************************************ roughly October of ********************************************************************************************************************************************************** the master bath above. *** was contacted immediately and came out to do an assessment. It was established that a leak from the cartridge replacement in **** was the likely culprit and ASI had ******************************** begin repair. The removal of drywall and other water damaged areas took about a week and the repair work has yet to be resumed, approaching two months since the removal. I have not had the use of my master bathroom for the entire time and the guest bathroom, also damaged, had been out of service for some time. Despite numerous contacts with ASI, there has not been a bit of repair work done, nor any timeline for the work to be resumed. My house, partially open to the outdoors has been cold, my heating bills excessive and the inconvenience inestimable. For the past 8 weeks I have had to shower at the pool facility next to my house, outdoors in ***** degree weather.

  

  Business response

  01/05/2023

  *******,

  I'm very sorry the repair of your bathroom has taken as long as it has.  We subcontract Apex for the work and rely on them to complete these projects in a timely manner. However, after speaking with *******, the Customer relations specialist you've been working with, I've been made aware of a reason for the ongoing delays.  ******* will continue to remain in touch with you, through this processes. 

  I realize the frustrations with the progress of their work is a reflection on *** as we were the one's that hired Apex.  I would however, encourage you to submit this concern with them as well, if you have not already.  We will do all that we can to make sure you get the damage we caused, repaired.  Since we are not flood specialist or remodelers, we have to rely on the subcontractors we have a relationship with.

  If you feel you are not hearing back from *******, or any of the *** employees involved in this repair, please feel free to reach out to me directly. ********************.  

  ********************;

  Contact Center Manager.

   

  Customer response

  01/05/2023

  As ASI acknowledges ultimate responsibility for the damage to my house, I do not accept that it is my responsibility to report Apex and/or remain on their tails to get this work done. This is the sole responsibility of ASI who should make the appropriate complaints to the BBB and evaluate their relationship with Apex directly, NOT the customer. I find it unacceptable and highly unprofessional of ASI to even suggest that Apex is the culprit here. It matters not to this customer whether ASI, Apex or any insurer or auditor of either company is responsible for the lengthy delay here. It is my expectation that ASI, from whom I have had no updates in the past week, assume complete responsibility for getting this project back on track immediately. 

  

  Business response

  01/06/2023

  ASI is continuing to pursue the repair options.  We are not trying to pass the buck or place blame.  I suggested that you submit an additional concern through the BBB to APEX, since you, *******, are the owner of the home being effected by the delays from their remediation.  Yes, ASI contracted them for the repairs.  We are committed to repairing the damages caused by our workmanship.  I apologize for our drop in communication with you, we will keep in better communication moving forward.  You can expect a call from our resolution specialist today.  

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had solar installed by ASI on 07/13/2015 and have never met the promised/contracted solar production. It has been over 7 years and they still have not corrected the problem. We would call in each year and be told that we needed to wait until our annual true up bill. When that time would come up, they would say they would look into it and never get back to us. This year an upper level tech finally came out and agreed that we were not meeting the contracted production. They have repeatedly canceled scheduled meeting times and caused me to miss out on work. They did add 4 more solar panels and we are still not making the promised production. The tech that finally agreed that we are not making production, suddenly no longer works for the company. They were scheduled to come out today 08/23/22 and we received a call from the entry level tech saying that they system was working at peak production. Only when we told them that we are getting *******+ error messages from the system, he said he would escalate it to another NEW manager in charge. All we want is for them to complete the project as contracted producing the promised amount and respect our time by not canceling or sending out the incorrect services people/materials.

  

  Business response

  08/31/2022

  The solar system was installed on July 13, 2015. Since the installation, there has been inconsistent production that has fallen short of the numbers projected in the initial proposal. The initial appointment to address the issue was on June 18th, 2022. Our Service Professional determined the production was considerably low for a system that size, and it was determined that we an additional shade report was needed, to dertermine if the initial report was done correctly. It was determined on that 2nd visit on July 11th that the initial shade report was not calculated correctly, and to have the production meet the initial projected numbers, we would have to add 4 panels to their current system. The panels were added by our Install team on July 25th, and completed on the 26th. A couple of weeks later, we received a call from the client, stating the inverter was topping out at 38kw per day, and says that they were told by our then Solar Manager that if this number did not improve, to give us a call for another visit. The visit was initially set up for the 24th of August, but after speaking with operators of the solar monitoring company, they determined the visit was not needed, as the inverter was not topping out. We relayed this message to the client, and it was then told to us that the inverter was going into communication faults. After speaking with the solar monitoring company regarding the communication issue, it was determined that the only reason for occurrence would have been a change in the wireless router, provider, or password. Solar monitoring company recommended we make visit to home, and provided a case number. We are in process of arranging visit with the client. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called ASI for water heater ventilation issue per SDGE inspection. The guy came charged me $200 and didn't fix the problem and said he couldn't fix the problem. I have to have someone else to come to fix the issue. I want my money back. The company advertised on TV all the time stating if they cant fix the problem there will be no charge They are so dishonest and false advertising!

  

  Business response

  08/08/2022

  Hello Fiona, 

  I was able to review the work done on 8/3/2022 and determined the Plumber DID do work to determine the cause of the issue found by SDG&E.  The issues was, "Smoke fails to flow inside water heater vent piping. Client will need to have vent piping cleaned. Possibly chimney sweeper.  Plumber undid venting after ceiling to see if issue was an easy resolve. Issue still showing. Client to have vent cleaned and have SDG&E back out." 

  Our technician used his time and knowledge to effectively test the venting of your water heater.  ASI does not do duct or vent cleaning.  The cost of cleaning the flue vent would be much lest expensive than having the venting repaired or replaced.  I am willing to meet you Half way with a refund of $102.00.  Without ******** visit, time, and testing the issues would persist without a solution. 

  Please let us know if you accept this offer and we will process your refund immediately. 

  Customer response

  08/08/2022

  
  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. ↩