ComplaintsforAffordable Solar Roof & Air LLC

• 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. 

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been dealing with this issue for months now and its getting very frustrating. We agreed to get the solar system and roof installed, and we were told everything would be taken care of if any mistakes were made. That was certainly not the case in our circumstance, not only did we have an issue in this case a leak, but the problem was not handled quickly or efficiently as the leak has not been fixed in over four months we are still waiting for our drywall to be repaired from the leak and we are still not sure if the leak has even been repaired we would like this handled quickly as we have been waiting in hurricane season adding extra anxiety to the situation. Also, we agreed to get Solar to save on energy costs and we are not maximizing our benefit, as the company has removed over five panels, which has reduced our production and not provided the adequate kilowatt production that we were promised. We paid over 50k for this system and it does not work, it damaged our home, and caused unforeseen water damage on our attic, we do not trust this company to do the right thing so we must travel this route and pursue legal action if we do not get a swift resolution to the problem.

  

  Business response

  08/21/2023

  We have communicated with ************ to correct the issues he has experienced with his roof. We have corrected the leaks and replaced the panels we removed to do the repairs.  Our service team has left ************ a few VM's to correct the drywall. To our understanding, the work was quoted on 8/18/22, and we have approved the work to be completed. We hope ************ knows we always correct our mistakes and never intended to delay his repairs. We are doing everything within our power to fix this issue, and we thank him for his business.

• Initial Complaint

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar installed by this company last year. It was like pulling teeth to go from step to step, but when they finally did it I was very satisfied. I need to look at reroofing my home and the contract advised that if I have their company do it, they charge a lower fee to remove and replace the panels.I have been trying to get an estimate for over 3 weeks now and still nothing. I had a set appointment on 3 occasions. The first I had to change by 15 minutes and they could not accommodate. The last 2 were 2 consecutive and the rep did not call on either day. I have called the office multiple times and have advised that I want a cost to have them remove/replace without the roof contract - I do not have great faith that they would complete the job in a timely manner at this point.I finally asked that a manager call me and was told that the concern was sent to the estimator and appropriate management. This was last week. Nothing!I started a home equity loan to cover it and now have exhausted two contracts and it will affect my credit since I took the hit for the loan application.It shouldn't be this difficult to GIVE a company a contract. I simply need the estimates WITH the cost for them to remove and replace the panels. At this point I feel they should cover it, but don't expect that to happen.Their work was great - their service is inattentive and has poor follow through.Please help me get the information I need.

  

  Business response

  08/21/2023

  We apologize for the confusion with this customer's quote request. ********************** original salesperson was in ******* and transferred to our ******* branch eight months ago. Our customer service reps kept sending messages to a different ******* in the ******* market. This is what caused the confusion about the roof quote never being sent. We have contacted ****************** and provided him with the quote he requested. Once again, we apologize for not getting him the requested quote sooner than we did. 

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Installed Around March 21, 2023 for about $40,000 They committed that they would install enough panels to cover my energy bill, the energy bill to my casita, an electric car, and a pool heater. They knew I had just moved and had not been there for 6 months. I moved late Sept 2022. They also said that if the estimation is off, they will have more to cover my bill on their dime and refund any extra money spent due to a bill from Duke Energy.They messed up my interconnection and put the solar credits on a different account for over 1.5 months resulting in no solar benefits for us, its as if they were never installed but not I have a solar bill and duke energy bill. they also underestimated my usage by a LOT. From the very start, I noticed that my panels weren't producing enough energy to cover even a portion of my bills during the winter months, let alone in the scorching summer heat. I did my due diligence and called them multiple times to address this glaring issue, but each time, it felt like I was talking to a brick wall. "We'll call you back," they promised, but it was just a ruse to pacify an irritated customer. Did they ever call back? Nope! Weeks went by without any correspondence, leaving me in the dark about the status of my complaints.The business has not resolved all of this, only the interconnection and switched it to our house meter. No refunds, no extra panels. Nothing.DEF Account No.: ************

  

  Business response

  07/25/2023

  Prior to this complaint being issued. We had already resolved this customer's concerns. This complaint can be closed. 

  Customer response

  08/01/2023

  This response was provided verbally to BBB:

  The business resolved my concerns today, August 1st.

  Thank you!
  

• Initial Complaint

  07/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased solar panels from Affordable Solar Roof and Air with the understanding that the company will back its product. Panels were installed and operational in late February. At this point they are not keeping up with our electricity needs so we are paying for the panels, and a big electricity bill. I specifically asked about this situation with the salesman who made it seem that it was a simple issue of adding more panels. It may be that simple, however I CANNOT reach the customer service number. It doesnt even ring. When I call it goes straight to a fast busy signal and hangs up. I have called at all times of the day, but cannot get connected! I dont know if they are out of business, but they are not offering customer service. Very frustrating

  

  Business response

  07/21/2023

  We are unsure as to why our customer is unable to reach our office line. We have over 60 employees available to answer any inbound call that *** come in. We had our ************************ reach out to this customer and discuss her concerns. He also gave her his direct number for any future needs. 

  Customer response

  07/24/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a copy and paste from a ****** review i wrote. Have been going back and forth with this company for over a month. They hired a sub subcontractor to come remove a big pine tree off my side yard to give the panels better sun. They left trash everywhere, it was left undone and even broke my fence. When I tried making the claim I had spoken to ***** and she advised me she would get a hold of the regional manager for me. When he finally contacted me 2 weeks later he tried telling me it was my responsibility to make the claim to the subcontractors and figure it out myself. To me sounded like the easy way out of it so here I am trying to see if this will finally make them take action into their subpar customer service. What a way to treat active duty veterans Ill tell you that!!update. attempted to call them to receive a copy of my purchase agreement with them when it came to doing my taxes. the sales rep told me that with the tax incentive i would receive back 28% of what the system was worth and could use that to pay off the loan of the system faster. When talking to my CPA he advised that it was only a tax credit not a reimburse. The salesperson ****% said very misleading information in regard to the tax "incentive." My fence has yet to be fixed, the tree ***** is still there and never got a call back from *** the operations manager on how he "would do anything to make this right"

  

  Business response

  06/15/2023

  We have attempted to speak with **************** multiple times in order to resolve his claims with the tree company. We have attached a screenshot of his ****** complaint from a year ago, with the owner's response asking him to reach out to us. **************** was scheduled for multiple conference calls with the owner, which he didn't show up for. We eventually gave up on trying to resolve his concerns. It's now been over a year later, and he has still not called into our office, as he claims. We note every single call that comes into our office, and the last note on his account is from the owner calling him on 5/04/2022 (screenshot uploaded). We have not received any further communication from **************** until we received this complaint. 
  

  Addressing his concerns is easy.
  

  If he still has a tree *****, we will happily help remove it.
  

  The fence damage is hard to address as the fence was and is still falling apart from age. The recently claimed damage was visible on ****** earth street view from 2016 uploads. Either way, we have uploaded ******************** signed contract in which our Sales Manager specifically noted in the special notes that the "tree Installer would be responsible for any damages on-site." However, we would like to help middleman a solution for his fence claim and the tree company.
  

  In regards to the tax credit, we are not CPA's and we state that very clearly. All our reps can do is explain the Solar Tax credit and how it works. **************** purchased solar from a different company named Momentum Solar prior to choosing ASRA to do his installation. We can only assume that he heard solar presentations from different sales reps. **** rep probably put their own spin on how the tax credit works. We have no way of verifying what was said to **************** about the Solar ITC. We always recommend speaking with a tax professional prior to making a major investment purchase that includes a tax rebate. We can not take responsibility for a customer's actions on personal research prior to purchase. 
  

  We look forward to helping **************** in any way possible. We would recommend that he calls our office and ask to speak with *******, who will help him resolve his concerns. 

• Initial Complaint

  06/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Had a solar system installed last Dec 2022 by what I thought was a reputable company. Two months ago, after a rain storm, 2/3rd of my panels went off line. Call the service desk and they started giving me the run around. Final wrote a BBB review with you and after 3 weeks their tech came out and gave me a different story and said they had fixed the problem. Within a week I was getting requests to closeout my BBB review. Since I'm not one to jump the gun, I waited to see what happened. The following week the Better Business Bureau pulled the review as they said I hadn't responded, which is right. Less then a week after that, it rained and the same problem occurred. Getting the same run around and no one can tell me what the problem is. I would like Affordable to come out and fix the problem, not just the symptoms. We spent a great amount of money on this solar system, and I don't think it's too much to ask for it to work.

  

  Business response

  06/21/2023

  **************** system has never actually been down, as he expressed. We have attached screenshots of the system as of today, and it is working perfectly. We also uploaded a screenshot of the system never being offline from January through now. The system does not have an issue with rain or wiring. The micro-inverters use a WiFi signal that sometimes can disconnect or lose a strong signal. **************** neighbor also uses the same inverters, which can sometimes cause signal interference. We want to reassure ************ that even if the system is not reporting like normal. His system is still producing energy as it should. For now, we have no issues to correct on **************** system. 
  

  The most recent service call was on June 14th, when our tech reset the signal on 12 inverters. There have been no issues post-visit. 

  Customer response

  06/22/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now.  It has only been ten days, we'll see what the future holds.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 11/22, I went into a contract with the said company because I was told on multiple levels they can accomplish what I was requesting in order to have solar panels installed. After more than 5 months, I was told they are unable to to as previously agreed upon and although *** numerous phone calls, spoken with multiple individuals, theyre holding me hostage. I want to be relieved from my contract obligation since theyre unable to deliver. *** asked on multiple occasion to speak with the owner, ***** but has yet to receive a phone call. I appreciate a feedback into this matter and hope to hebe it resolved.Jhoda

  

  Business response

  06/21/2023

  We will have ***** reach out to Mr. ***** to discuss the complications with his project asap. We look forward to getting this project back on track. 

• Initial Complaint

  06/06/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hey ****** and Solar roof and air customer support.Please get my son's gutter hangers situation corrected. Upon cleaning his gutters we found all his gutter hangers that were supposed to be installed were found laying uninstalled in his gutters and your company is not remedying this situation.The response back from your company was that we've not yet heard from the roofing company.This is not how your company should act.To h*** with waiting for a response from the roofing company, get your company to send resources to correct this situation!You and your company should be ashamed.Regards,*********************** Mobile ************

  

  Business response

  06/29/2023

  Business response taken verbally by BBB:

  We did roof work for this customer. We do not offer gutterwork, was outside of our scope of work offered, and wasn't on the contract. As such we will not perform the requested work, as we are not responsible for the previous companies' poor installation, and we do not offer gutter installations.

  Customer response

  06/29/2023

   
  Better Business Bureau:
  
  It would have been nice if the roofing contractor informed the Affordable Roofing Manager that the gutter hangers were not installed correctly and it would have been nice if Affordable's roofing manager would have told me this but this wasn't how it was handled. Affordable needs to speak with their roofing ccontractors and tell them when they see this, to inform them so they could inform the customer rather than removing the gutter hangers and leaving them in the gutter and not saying a word.

  In all, I do agree that Affordable is not a gutter company and the company that installed the original roof was at fault but Affordable should have informed me of this fact and didn't. That's their issue to resolve with their roofing contractor.

  To summarize, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

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

• Initial Complaint

  03/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up with a solar company and was told that the system they installed would not need a battery back up system. That was false information in order for the system to work you MUST have batteries. I have reached out to the company several times and they refuse to help resolve the issues. I they keep passing the problem to someone else and then just stop answering my calls or calling me back.

  

  Business response

  03/27/2023

  We have attached the customer's contract and proposal. Neither of which mentions any battery backup system. If a battery backup had been purchased, the project price would have been close to $24,000 more than they signed up for. To the best of our abilities, we completed all contractual aspects of the job. I will also note that the customer was provided a "Welcome Call" before the job moved forward, where the entire scope of work was covered over the phone. At NO time was a battery installation mentioned on either side of the call. At this time, there is nothing more we can do for our customers than offer battery-only financing. 

*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. ↩