ComplaintsforAffordable Solar Roof & Air LLC

• Initial Complaint

  03/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Well I had Solar panels installed 7/25/23 The salesman by the name of Phil S. at the time that we did the contract.My solar panels cost $33,000. The salesman told me that I was getting a credit from the IRS He stated that I was going to get $13,000 and he said I can keep it or send it to the company so it can go to the balance of $33,000 so my new balance would’ve been $20,000. So I went to do my taxes and my accountant said that is a credit towards my taxes not a credit Refund.He also said that if I keep it that in 1 year my bill would go up to $200 A month.He not only lie he deceive me he’s a good salesman but he lacks Honesty.I’ve send him lot’s of text and messages but he only answered 1 time and I’m still waiting for a phone call.He also told me I was going to pay $25.00 to FPL and so far I’ve pay more than that.

  

  Business response

  03/25/2024

  Regrettably, ASRA cannot assume responsibility for the determination of the tax credit's value provided by the IRS. The tax credit for the acquisition of solar panels stood at 30% of the total purchase cost. No individual at ASRA asserts to be a tax professional, and we do not provide tax guidance. It is the sole responsibility of each customer to ensure their eligibility for the federal tax credit when procuring solar panels. It is unfeasible for a sales representative to ascertain a customer's current taxable income and/or tax situation. Attached are the signed contract of this customer and a screenshot of our Tax Disclaimer as it appears on the contract. If there is anything else we can do to assist our customer going forward. We ask that they please call our office at 1(800)515-1254.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contracted Affordable Solar Roof & Air, located in **********, *******, on 9/22/2023 for the installation of a new roof and solar panels. The roof color options were: 1. Rustic Redwood 2. Rustic Cedar and 3. Olde English Pewter. My #1 choice was Rustic Redwood. Mistake 1: NO COMMUNICATION with me about when the materials would be delivered or when they would start. Unexpectedly, on a Thursday in December 2023, I heard a loud truck outside as I was leaving for work. ASR&A showed up unexpectedly with a HUGE truck with hydraulic jacks on the side and large piles of lumber, roof tiles, etc. They planned to leave it all with a dumpster in my driveway and not start the project until MONDAY. The weight of the truck and supplies would have caused more cracks and damage to my driveway. I immediately called the Sales **** ************************ and the Senior Roof Manager, ************************** to negotiate a new delivery and start date. Mistake 2: INSTALLATION OF THE WRONG COLOR OF ROOF TILES. I took off work to be home during the installation and ensure all went well. When they started putting the shingles on, I noticed that the roof tiles were BROWN and not the RUSTIC RED I ordered. I immediately contacted ************************ the Sales **** and ************************** the Senior Roof Project Manager, to let them know the color was incorrect. I sent photos to them both. **** saw my point, and ******* was insistent the color was correct. There was no concern about my objections at all. The crew continued with the installation. Mistake 3: AWFUL CUSTOMER SERVICE. I have been going back and forth with both **** and ******* at ASR&A since December 2023 with no resolution. Payments for the loan of $49,402.50 start 3/14/2024. I sent ************** photo documentation showing the difference in color between the installed brown roof and the red roof color sample. **** says he understands my view and will make things right. ******* still insists the color of the brown roof is what I ordered.

  

  Business response

  03/19/2024

  We aim to address an issue that has been brought to our attention by Mrs. ******** regarding the installation of her roof. We wish to clarify that we communicated with her in a clear manner, and all our calls and correspondences were duly noted on her account within our ******************************** (CRM) system. In order to install the roof, the delivery of materials was necessary to be made to her premises. While we acknowledge that this delivery was made by a large truck, it was the only means to load the materials onto the roof. We are uncertain as to why Mrs. ******** expressed dissatisfaction with this aspect of the installation process.
  
  With regard to the color of the roof, we would like to emphasize that we ordered and installed Mrs. ********'s first choice. However, it is worth noting that the pitch and angle of a roof can considerably alter the reflection of light from the new shingles. We regret that Mrs. ******** does not appear to be satisfied with the color she selected for installation, and we apologize for any inconvenience this may have caused her.
  
  To provide clarity and validate that we have ordered and installed Mrs. ********'s preferred color, we have attached the roof material invoice from *** Roofing. We would like to emphasize that we have executed the entire process in an appropriate manner, and there is nothing further we can do to resolve Mrs. ********'s frustration. It is unfortunate that this BBB complaint will reflect upon our company, but we would like to assure you that we have acted appropriately and in good faith throughout the process.

  Customer response

  03/27/2024

   
  Complaint: 21422105
  
  I am rejecting this response because:

  I have texts from the Sales Rep ******************************* that corroborate the confusion on the delivery date, the delivery of the materials and the wrong color of roofing installed. **** apologizes for the delivery mishaps and agrees about the color. He got summoned to the ********** office over all the difficulties with my project.

  I have put the screen shots together in 1 document, which also includes a text from me to *************************, the Roof Project Manager, letting him know my point of view and the lack of communication was unprofessional and unacceptable.

  
  Sincerely,
  
  ***********************************

  3/27/2024

  

  Business response

  03/28/2024

  We are currently unclear about the nature of this complaint. Mrs. ******** entered into a contractual agreement with ASRA for the installation of a roof, specifying Rustic Redwood as the desired shingle color. ASRA promptly procured and installed the shingles in the color indicated as Mrs. ********'s primary choice. The installation was carried out in a professional manner and successfully cleared all required inspections without encountering any issues.
  
  Should Mrs. ******** harbor dissatisfaction regarding the chosen shingle color or the manner in which the colors were presented by the manufacturer, we recommend direct engagement with the shingle manufacturer to address her concerns. ASRA did not establish the available color options, the shingle website, nor did it manufacture the shingles or their colors. **** solely executed the procurement and installation of the shingles in accordance with ************************* contractual specifications, completing the work with professional competence.
  
  Furthermore, any contention related to the delivery of the shingles bears no relevance, as the shingles are obligated to be transported onto the roof, akin to any standard shingle delivery process. ASRA did not handle the delivery; rather, *** Roofing undertook the delivery of the roofing materials and is available for communication if required. Subsequently, the delivery company secures a damage waiver from the customer to address any pre-delivery property concerns.
  
  ASRA has provided the *** invoice as validation of the accurate procurement and delivery of the specified shingle color to Mrs. ********'s residence.
  
  We acknowledge receipt of the screenshots featuring our sales representative acknowledging potential discrepancies with the chosen shingle color. However, it is imperative to affirm that ASRA indeed executed the installation of the correct shingle color as per the customer's request.... We ask once again to please redirect any shingle color concerns directly to your shingle manufacturer. 

  Customer response

  03/29/2024

   
  Complaint: 21422105
  
  I am rejecting this response because Affordable Solar Roof & Air LLC. is blaming the vendors that they work with for the scheduling mess and for the wrong color roof. Nice way to pass the buck.

  Any place where I have worked, if a vendor screws up and it effects the customer, it reflects on the company and the company takes responsibility.

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Complaint in Affordable Solar Im a veteran and a first time home owner. I saw an ad about a government deal for veterans on getting Solar panels installed. The salesman assessed that I needed so many panels to cover and even added an extra one. The panels were installed 11/22 and since day one the system has under produced what I consumed monthly. I called the company and they explain it was an error on the app and it was reading the level backwards and that they would fix it. After I started receiving bills from my electric company. Each month the bills were increasing. The app kept reading the same. The panels were under producing. I reached out to Affordable Solar. I spoke to ********************* and he told me it was an error in the system and that it was going to be fixed and also a technician was going to come out and check on it. No one ever came. The next month I got another electric bill so I called again. Talked to the same representative I talked to before. This time he offers to send a reimbursement check to cover my current ($244) electric bill. Once Again the next following month another bill. This time I speak to a Vice President named ***************************. Same deal with him. I get the run around. He requested for me to send him all my past OUC bills. Ive sent emails showing each month since the installation my electric bills. Now hes telling me I have to wait a year so they can assess my unit. And that I may need another panel or panels to cover my consumption rate. *** sent countless emails to both *************** and ***************. I get no responses to my emails. I have all my receipts showing the days Ive called and spoke to both of them and all my emails. Im sure they will response with some tired excuse to dismiss my claim. I regret ever getting these panels put on. The mistake was they incorrectly accessed my home. Not my fault. I pay more now than before I got the panels installed. I highly recommend not to do business with Affordable Solar. Its a scam!

  

  Business response

  03/04/2024

  Multiple attempts have been made to establish communication with the customer regarding their system. It has been reiterated on several occasions that our energy promise mandate entails a 2-year review of the system. We have provided the first-year production number for the customer's system, alongside the estimated system production outlined on their contractual agreement with us. The first year's production is approximately 6% below the estimate, which includes the two weeks during which the system was unfortunately nonfunctional. Including the two weeks, the system would have been off by less than 3% of our estimate for the year. Various factors can contribute to this slight shortfall, as solar power is a natural resource affected by numerous variables. It has been conveyed to the customer that we offer a ****** system evaluation in our production promise. If, after two full years of production, the system is not producing as per our specifications, ASRA shall add up to five panels to the customer's system at no cost.

  Customer response

  03/08/2024

   
  Complaint: 21267831
  
  I am rejecting this response because: 
  Ive yet to receive any calls or emails from Affordable Solar. No type of communication. This is what led me to send in this complaint. Unlike them I have attached emails dating back since last year. (I have more) My last 3 emails to them in January got absolutely no response from ******************************** or ******************************. 
  As far as this 2 year review if its true then why in my attached emails they both state a 1 year review. (February 2024). Which Im still waiting on. Bottom line is the app which shows the panel production monthly never once produced more than my consumption rate. Please explain that. Like I said in my initial complaint they either assessed my house incorrectly or theyre a scam. Youve scammed an US Army Veteran. Im requesting for the company to provided evidence like I have. Wheres the proof theyve made attempts to reach me? Are you going to deny the emails?

  When I talked to ***************** via phone (11/6) he told me to send him my past electric bills and told me I had to wait til February to do the 1 year review. *************** has since then never replied to any of my emails once I sent him the electric bills. *************** hasnt responded to any of my emails since Nov 30. 
  So now lets see what response they have to this. Please provide proof

  Sincerely,
  
  ********************* ****

  

  Business response

  03/19/2024

  Upon reviewing the provided text, it has come to our attention that **************** account of the events is not accurate. In addition, ************ has been emailing incorrect individuals and referencing wrong email addresses, which poses a challenge for our team to respond to his inquiries. We would like to clarify that Mr. ********************** his previous project manager, is not responsible for customer service matters a year later. It is important to note that **************** did assist ************ in receiving a reimbursement check of $275.24 from **** for the two weeks his system was off (He failed to mention this).

  It is important to note that ************ has received several calls from our Vice ********** ************************ and not **************************** who is not a member of our staff. After each call, ************ has made annotations in **************** account. We emphasize that ************ has spoken with ************ again today, reminding him of previous conversations they had.

  We have conducted an audit of **************** system and found that it produced 94% of the **** estimated annual production, which is commendable, given the two weeks it was shut off. We are confident that in the second year, the system will produce 100% of the estimate. It is worth noting that ************ is still experiencing savings through his solar-powered system, which would be higher if he were paying for electricity alone. Additionally, ************ is paying $21 monthly for OUC "protection programs" and a $5 late fee per month, which equates to $26 of his bill that is not necessary.

  We would like to refute **************** claim that our company is a scam, as it is baseless and without merit. We assure you that his system is operating well within the contract terms he agreed to. After two years, we will conduct a production review. Suppose the system he purchased is not within the estimate we offered him. In that case, we will be pleased to add more panels to rectify the situation. We value ************ as a customer and pledge to continue to assist him in the future. If he requires immediate assistance, we encourage him to contact our office at **************.

  Customer response

  03/27/2024

   
  Complaint: 21267831
  
  I am rejecting this response because:

  I cant believe this company and their endless lies. *** said from the beginning that they accessed my house incorrectly and thats why the system has under produced since day one. I have produced all my electric bills since my install. I will now attach proof of how the system is under producing on a monthly basis since the install to support my claim. (See attachments)
  Also Im in complete shock because I just spoke to *********************** last week over the phone and he acknowledged the issues and offered to add up to 5 panels for free if I refuted my claim off BBB. He never called me back by the way. That was the deal we came to an agreement for. Im in disbelief with the way this company handles things. This is why I will continue to claim that this company is a scam. You call me and offer me a reasonable solution and back out? 
  
  
  A couple of things I would like to address. First is the lies of me communicating with the wrong people. Each person Ive spoken to understood my concerns. And reply to some of my emails. Never once did anyone redirect me to someone else. 
  
  
  Second thing is claiming my bill has $26 of fees. Thats nothing if Im still receiving bills over $150 plus. (See attachments)
  Third thing is how is it that my system was off for 2 weeks and no one bothered to notify me. That makes no sense. 
  Fourth thing is they keep claiming the system is working correctly. Which means absolutely nothing if the system is under producing what I consume since day one of the install. Whats the purpose for the panels? How are they helping me if they under produce? Bottom line is I need more panels. Thats why ***************** offered them. Stop with the lies and the run around. 
  I will continue to use this platform and all social media outlets to spread the word that this conpany is a scam. I will go to all veteran newsletters and let them all know. I highly recommend anyone reading this claim to look at the endless amounts of other claims they have against them. I suggest taking your business somewhere else. 
  
  Sincerely,
  
  ********************* ****

• Initial Complaint

  01/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 2023 we purchased a solar system from this company through the sales representative on the ******* area at the time. As of today January 17th 2024 we still do not have a working system. At that time the sales representative estimated that the number of panels that were needed in the home and installed them. They never worked appropriately as my electric bills were over $200 a month still. I called the company and they gave me some story that I would have to wait for it to build up etc. and to call back in January if my electric bill were still high. Mind you they were suppose to be around $40 a month. It's only two people in the home. As of today my bills are still high. Called today and was basically told that there is nothing they can do and won't send someone out to check it. I paid $32.000 and this was supposed to save me money on my monthly bills and I am paying double. I am now stuck paying and electric bill and a solar bill. I just want the company to fulfill their end of the contract and provide the services I am paying for. Communication would be nice since it has been six months now by someone who is willing to help and not be rude. My overall experience with this company has been horrible and the customer service is terrible. I am disabled on a limited income. Please help in getting Affordable Solar Roof and Air complete what they promised.

  

  Business response

  01/24/2024

  We were unaware of ************************ concerns until he called into our office and submitted this complaint on the same day. We were not given any opportunity to look into his concerns or resolve them. Our *****************, spoke with ******************** shortly after he submitted this BBB complaint. ******************** agreed to let us help him before pursuing this complaint. He agreed to remove this complaint as well. We ask that the BBB please assist our customer with removing this complaint from our records. 

  Thank you.

  Customer response

  01/31/2024

   
  Complaint: 21159923
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Customer response

  02/03/2024

  ****** has refused to speak with me on the phone only texts or email and basically said that he cant and wont rectify my problem even though I was misled by his employee ****.  He said I will have to pay more money to get panels.  Which is unfair to me.  

  

  Business response

  03/04/2024

  Customer has not been easy to speak with. We have validated multiple times that his solar system has produced more energy than even we projected. The customers system has outperformed the contract expectations of what he purchased. Our system is doing its job properly and we have tried to explain this on multiple calls. The customer is simply using more energy this year. 

  Customer response

  03/08/2024

   
  Complaint: 21159923
  
  Again, I believe they sold me less than I can sustained to get a contract from me.  I was misled by them and they are dishonest company.  I have been trying to deal with them and they are not the one who are easy.  They wont ************* now.  I asked  to speak with someone higher up.to see if we can get something resolve. I even have a text from their representative that I am attaching that states I am getting more than enough to cover my usage and will still have plenty left over and that my FPL bill will be $50-60 dollars a month and they are not.  Something went wrong and I want to know what.  Its been like this from the beginning so this is not something new.  I am open to negotiations but they are asking for several more thousands from me and this is not fair to me when they messed up. I am available at any time and willing to go to arbitration if needs to come to that. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had this company install solar panels on our home and it has been an awful experience. I signed the contract in July 2023 and my solar became active in November 2023. Still this company has not finished their obligations with me. I was informed that it would take 3 months to finish this process and I wouldn't have to pay an FPL bill and my solar loan at the same time but I've had to do it twice putting a financial burden on my household. They told me they would reimburse me and still I've seen nothing. Also, I referred my mother-in-law to Affordable Solar for a $1000 and still haven't seen any of this money. The only thing I got was a $500 Zelle from the sales representative which I think is illegal. My mother-in-law is going on six months and her solar is still not active. Another thing that I was offered before signing this contract was a 70" television for their July 4th promo. I actually received the television broken due to delivery issues but they still haven't replaced it. I've had a broken tv sitting in my house for 3 weeks now and they haven't done anything. Now for the good part. I have documentation through texts and emails with all of these concerns. I reached a boiling point about two weeks ago and informed them that I am willing to go to court if they won't fulfill their obligations. Within 10 minutes my sales representative called me (who I hadn't heard from in months) and proceeded to cuss me out and threaten that he wanted me to take them to court. I am fully prepared to do so and if anything the money he sent me from his bank account can be considered a bribe. I don't know if this is typically how Affordable Solar Roof & Air runs their business, or if I just had a terrible sales representative, but I've given them almost $100,000 in business from myself and my mother-in-law and have been treated terribly. I DO NOT recommend them to anyone

  

  Business response

  01/09/2024

  ** value our customer's business and appreciate the referral business from his mother-in-law. After reviewing the notes on his account, we have found no evidence to support his claim that he was treated "terribly" by anyone in our office. All conversations with our back office were professional on both sides of every call. The solar system installation was completed quickly for his area of *******. The contract was signed on July 2nd, 2023, the internal process began on July 6th, 2023, and the solar system was installed on August 14th, 2023. The primary delay occurred after ASRA installed the solar system and passed inspection on the project. Tier 2 insurance was required to be purchased to swap the meter with his power company. His sales rep paid $700 to his customers to help them obtain the required insurance plan. However, it took ASRA over two months to receive the customer insurance declaration for submission to his power company. Once submitted, the power company has up to thirty days to swap the meter for solar use. ** had no control over the speed at which our customer sent over the needed insurance. Our team contacted the customer multiple times, attempting to check on the status of the required insurance declaration. Fast forward, and his solar system is currently operational and working well.
  
  
  ** want to clarify that the $500 Zelle payment made by his sales rep was not a bribe, as it may have been perceived. The $500 payment was sent to him by his sales rep for the referral of his mother-in-law, as explained by his sales rep. ** do not randomly send $500 to customers for no reason, nor have any reason to bribe our customers. ** remain unclear as to why the customer would perceive this payment as a bribe.
  
  
  Unfortunately, the ** he received from us was delivered by Amazon (not ASRA) and is broken. His request for a replacement was made around Christmas when our office manager was on vacation. ** apologize for not getting back to you sooner with the ** exchange. **'d like to ask for patience as we resolve the issue. Our office manager has initiated the exchange with Amazon; however, Amazon requires a pick-up date for the broken **. ** have left a voicemail (dated January 8th, ****, at 10:43 AM) for him to call our office manager back to complete the ** exchange.
  
  
  Once again, we appreciate our customer's business and hope that he will reconsider his situation and continue to choose ASRA for his solar installation needs. ** look forward to a long future together as we service his system, and we remain committed to building great relationships with all of our customers. If he has any further issues or concerns, we encourage him to contact our office and ask for our Ops Leader, ******************

   

  Customer response

  01/10/2024

   
  Complaint: 21089238
  
  I am rejecting this response because:
  

  "Our team contacted the customer multiple times, attempting to check on the status of the required insurance declaration." This is not even slightly true. Your sales **** ********************************** was not transparent in the entire process. Apparently he was on vacation for an entire month (which out found out by calling the Clearwater branch) so the tier 2 insurance was delayed for that reason. That month delay cost me a solar loan bill and an FPL bill which I was told would be reimbursed by you guys. I've attached an email chain with ************************** showing you that they were at least aware of the situation and apparently 'working on it'. Also, ********* told me the referral was for $1000. So either he and/or the company is being untruthful. As for the television, it appears that they are actively working on sending me a replacement. I will not hold my breathe though. My apologies for not answering when they called. I have a job like most people and returned their phone call immediately. This would be apparent if you actually did any investigation into this complaint. It is also appalling that you would not even acknowledge the fact that ********************************* called me on December 28th and proceeded to cuss me out because of the pressure I am putting on your company to fulfill your obligations. The contract was completed almost 2 months ago and nothing has been done. Your customer service is atrocious and your company lacks integrity. Biggest mistake of my life

  
  Sincerely,
  
  *******************

  

  Business response

  02/05/2024

  
  
  No reimbursement was promised. The delay was on the insurance we needed from the customer. 
  
  I have attached the $500 referral brochure. 
  
  

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Solar panels were to be installed on my home, they advised to call back. To do a credit check so they could process install and obtain a loan. They advised me to wait as I told them I was purchasing a vehicle. After this it was decided to not purchase the solar panels. The salesman called me 40 times in less than 10 minutes never sent a text or email about why he was calling. after contacting a supervisor via text message . The employee stopped calling and then texted me stating I was on install for the following week. Then he threatened me with a lien on my home for $2,500

  

  Business response

  01/09/2024

  This customer entered into a contractual agreement with our organization to install a solar panel system in his residence. The customer satisfactorily completed a welcome call in which he expressed his agreement to all of the terms and conditions set forth in the contract. Our organization was granted permission to carry out all of the necessary steps to legally install the purchased solar system after the customer affixed his signature to the agreement and posted it to the Better Business Bureau (BBB). Following the welcome call, we attempted to contact the customer on multiple occasions, but regrettably, our staff received no response. We have submitted a screenshot that captures the dates and times of each attempt made by our staff to reach out to the customer. Our organization made every effort to expedite the installation of the solar panels, notwithstanding efforts made by the customer to evade our staff - who never received any response to our voicemails. It is crucial to note that our company has invested considerable time and resources into this customer's project, and therefore, we have a cancellation fee that is utilized to recuperate any losses made as a result of unjustified cancellations. The customer did not attempt to inform us of his cancellation until after his permit had been approved.
  
  
  The customer claimed that he did not run a credit check because of a vehicle purchase. However, this assertion is without merit, as he passed a soft credit check and signed the bank loan documents the same day he signed the contract with our company. After we received notice from the customer that he wished to cancel the project, our sales representative made multiple attempts to contact him to ensure that he was aware that we were prepared to install his system that week or the following week. When the customer opted to proceed with canceling the project, our salesperson notified him of the cancellation terms that were clearly stated in the contract. It is not atypical for a company to apprise a customer of a pending cancellation fee after an unjustified cancellation.
  
  
  Our organization fulfilled its obligation as per the agreement that was signed by the customer. The customer, unfortunately, did not adhere to his end of the bargain, thereby triggering a cancellation fee. Our company cannot afford to incur the losses that result from a project cancellation at the eleventh hour. It is for this reason that our contract clearly outlines the applicable cancellation fee. It would be inappropriate for the BBB to be employed as a scapegoat for broken agreements that do not favor the customer. Such a practice would be detrimental to the business community, and it would lead to companies being taken advantage of.
  
  
  The customer still has the option of moving forward with the installation of the solar panels if he so chooses. We have all the necessary resources in place to complete the installation process. Alternatively, if the customer persists in canceling the project, we will expedite the process of sending the cancellation invoice.

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unfortunately it has been a long struggle to get things done with this company. Most things have been resolved with the exception of a reimbursement check that I have been told was in the mail since the first week of September. Once our Solar panels were installed, they failed inspection 3-4 times before someone was finally sent out to fix the issue to be up to code. And even though the panels were not functioning, we started to get billed for the panels. With this we were told that we would not have a solar and electric bill at the same time ( with the exception of the **** hook of up fee of course). Our Panels were not functional until the 2nd week of August, and with some difficulty, finally got a commitment from the company for reimbursement of the solar payments that were made up until the panels were finally turned on. We still have not received reimbursement, just the same statement of the check is in the mail. Part of the Solar package we purchased included a new A/C unit and water heater. When my A/C unit went out last spring I reached out to say hey, I am still waiting on a new unit and now my current is broken. I was told they were confused because they thought they had already installed a new one- which was not the case. With urgency on my end they sent out someone to install a few days after. The new water heater that we have been paying on since ****** was finally installed today(10/18). Also, only after me reminding them several times we have had no contact. Last thing is according to the salesmen, a solar unit larger than quoted was put on our house, which required us to get extra insurance - again no one told us this. I had to call the company several times asking what are we waiting on? When finally someone said we need that special insurance. All together this company has only communicated with me because I reached out to them to ask questions and figure out what is going on. We are still waiting on reimbursement, and still very frustrated.

  

  Business response

  11/06/2023

  We have confirmed that the customer has received the mentioned refund check. We apologize for the first two checks being sent to the wrong customer with a similar name. 

• Initial Complaint

  10/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this company due to **** with Energyn coming out to my home for me to purchase Solar, I was in the works to working with another *** but with the promise of add-ons I switched to go through Energyn with the install to be done by Affordable Solar Roof & Air. The install was done in Feb/ Mar '23. I was to get $800 for switching to them, a hot water heater and a new ** system. The hot water heater mother board went out in July, and I had to pay for that to be replaced as no one ever called me back about that. Then I mentioned that the home is not cooling in certain areas with the bigger unit they installed. They sent someone out who stated the duct was crushed, well the duct was not crushed before they installed so how did it get crushed. The tech they sent out did not speak English so he could not explain anything further. I waited to hear back and try to rectify this issue but to date, all I get is promises for someone to come out. Nothing has been done about the water heater or the ** issue or the duct being damaged. I s/w **** who tells you what you want to hear but there is no action behind it. I also found out they did not obtain a site survey before install, they did not obtain a permit for the HV** system as required, and they submitted an inspection report from an outside company saying the solar install was inspected... No one came to my home to inspect the installation, the paper they put there for the inspection is still where they put it. I also was told I would not receive an electric bill only a meter bill as **** advised the system given would produce more than I needed. I am still receiving a light bill that ranges from $65 - $120. This company and Energyn has not lived up to the agreed terms of the project and I would like all things promised to me at the beginning to be fulfilled and all appliances to be working properly

  

  Business response

  10/24/2023

  We are actively working with this customer to resolve her concerns. As stated, we are the sub-installers for this project, and we were not part of the sales presentation. Unfortunately, errors can occur when paperwork gets passed from one company to the next. We have addressed the ** duct issue. The hot water heater is covered under warranty and should not have cost the customer anything to fix. If she has an invoice, it can be submitted to the manufacturer for reimbursement directly through them. The $800 for switching needs to be handled with ******************* Regarding the site survey, we did purchase a site survey for the property. We would not be able to engineer the solar project without it. Finally, the issue of the HV** permit was a clerical error and is currently being resolved with the county. We have spoken to the customer and the ******************** regarding this. We hope to have everything cleared ** in a matter of days. 

  Customer response

  10/25/2023

   
  Complaint: 20692599
  
  I am rejecting this response because: I have not heard from the company and they did not do a site survey. The survey was done by the previous solar company whos suing me for cancelling to go with them. Also, no one has worked on permitting for the **** installation as I am currently in the process of doing that myself! Im addition, no one came out to my home to inspect the solar system as I have video cameras and theres no one inspecting anything! Again, this companies response is an entire lie! I guess its now time to reach out to other agencies to have them further look into this. 
  
  Sincerely,
  
  *************************

  

  Business response

  10/26/2023

  We are not sure why the customer keeps stating that we're lying. We have physical facts that state what we have completed. We are not relying on a camera to detect movement. We have attached the site survey that OUR company ordered on 1/12/23, and it was completed on 1/14/23. We have also attached the inspection results showing the job was completed and passed. Our customer is clearly unaware that during and after Covid hit. Most state and county inspections are virtual through video chat. This is exactly what we did, along with submitting over 40 detailed photos to the inspector through company cam for review. Regarding the **** permit, we are most definitely working on that with the county to clear up the confusion. The customer will only cause more confusion by attempting to pull her own permit. I would also like to remind the customer that ASRA only installed the sold products. 
  
  
  We are not the sales company she purchased through, and we do our best to communicate with the company she signed with.

   

  We ask if she has any more questions regarding the **** permit, and she calls our office ************* and ask for *****. He is overseeing her **** issues. 

• Initial Complaint

  09/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We agreed with Affordable Solar Roof Air LLC company on 08/17/2022 through their *******, ***** location for a system size of 12kW, producing appr ****** kW annually, which was supposed to be 14% more than my average usage. The construction and connection took forever to be completed, but finally it was done early December and system started producing power. Then we made an agreement with *********** ***** for a two-way supply. Starting from April, I realized that the system was not producing enough but thought it was because the solar beams were not good enough yet. But then starting from June, I saw that the value shown on *********** was not inline with the production showing on Enphase app, which was provided by Affordable to monitor our production. Starting from August 2023, we contacted with ***********, Affordable and Center Point to understand and solve the problem. *********** said they get data from Center Point and that they will request an inspection from Center Point about the meter readings. Eventually, Center Point confirmed that the readings and meter were all good. In the mean time, we could not get any serious reply from Affordable Solar. We texted with ***************************** and emailed to *********************************** from ******* location of Affordable. No substantial response received other than asking for some recent bills from *********** and trying to persuade us claiming that this year the temperatures were record high and that might be the reason. Finally I prepared a sheet showing what Enphase shows as a production value, what *********** Shows and how much that costs. Called and left VM for ********, sent that file to her and ********* as well as filled out a claim form on the web site of company on Monday 09/11/2023. Nobody returned. I also sent email to Dividend Finance that I would stop payments and already did that today. My last three bills from *********** are: $422, $827, $1009. See the screen shot of billing history attached. Need urgent solution.

  

  Business response

  10/05/2023

  After looking into the system purchased by our customer. The system has never gone down and over produces the energy we promised. As mentioned by our office staff, ***** has recorded the highest temperatures in history. The power bills in ***** have also broken records for single family homes. The paperwork was signed on 8/22/23, install was completed on 11/18/23, and system turned on 12/09/23. This is not an abnormal timeline for a major solar install. Our office manager will be reaching out to these customers asap to discuss our production guarantee and how it works.  

• Initial Complaint

  09/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On March 11th 2023 we purchased a solar system from this company throught the sales representative ***********************. As of today August 30th 2023 we still do not have a working system and have paid $1,775.79. Part of the contract was to remove two trees, install a new pool pump, and new insulation. Only one tree has been removed, we still have not had the pool pump installed, and have not been reimbursed for the out of pocket expenses. I ask for updates only to be told they are looking at it. Most of the time I get no response until I ask multiple time or days or weeks later. I am now stuck paying and electric bill and a solar bill. I just want the company to fulfill their end of the contract and provide the services I am paying for. Communication would be nice since it has been six months now. The contractors that came and removed the front tree also ripped out the Spectrum cable line to my house with the front loader they used. I sent pictures and had no response to the damage. They showed up to my house unannounced and even went into my gated back yard without asking. ******* from the company came out to turn on the system and said he would be back to expain everything but that was over 3 weeks ago and still no communication. My overall experience with this company has been horrible and the customer service is terrible. I work 5 days a week and rely on text communication. Please help in getting Affordable Solar Roof and Air complete what they promised.

  

  Business response

  09/14/2023

  We are very sorry for any communication concerns you have with our company. We strive to provide incredible customer service to all of our clients. To clarify, this purchase was made through a separate company from Affordable. We are simply the "sub" installer for the company which the purchase was made through. When we are the sub for a solar project, we expect most of the communication to come from the sales company so as notavoid confusion. Clearly, this was not the case, and we hope to clear up who to contact going forward. As of now, all of the issues mentioned have been addressed. If anything else is needed, please call ************ and speak to the Affordable customer care team. We will be happy to assist you with anything else you may need. 

  Customer response

  09/19/2023

   
  Complaint: 20545883
  
  I am rejecting this response because:  This was not just a communication issue with the company that sold the product.  I had multiple questions with ***** from Affordable Solar and never received responses. I would have been ok with a response of "we don't handle this" or "please reach out to the seller". All of my messages where just ignored for over a month until i opened up a complaint. I also had ******* from Affordable solar  come out and he said he would pass on my issues and follow up.  I never heard anything back.  I still have no idea how to use or monitor my system. ******* said that was the purpose of him coming out but left without showing us anything. Is that the sellers responsibility or Affordable solar responsibility? 
  
  Sincerely,
  
  *****************************

  

  Business response

  11/06/2023

  We are going to have ******* (Our System Setup Mgr) reach out to our customer for a second visit. He will be happy to help instruct our customer on how the Enphase app works. Please expect a call from ******* within the next 24 hrs. 

*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. ↩