ComplaintsforAffordable Solar Roof & Air LLC

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Initial Complaint
01/17/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please see attachments...
Business response
01/19/2023
We have already resolved this situation with the customer. They should agree to close this complaint.
Customer response
01/20/2023

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
01/09/2023
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
We ordered solar panels from Affordable Solar Roof & Air LLC and were told 60 days to install from the day we signed. 6 months later I'm making payments on a system that doesn't work. I've tried reaching out to my salesperson ********************************* many times only to be told to "go f@#$ myself, my job is done, any complaints call the company". I have reached out many times to the company only to be called a "D!@#HEAD" when they thought they hung up phone or put me on hold but not muting also saying, "I'm just calling about the same thing for last couple months" Her Name was *******. Now only the owner's wife (*****) will ************* because she's instructed the office personnel not to speak with me. Now ***** is not returning calls, but when I do get her on the phone, she tells me she's been busy and forgotten and/or couldn't return my call because she has other problems to deal with. No email, text or apologies about this or solar system not working, sales rep telling me to go f-myself, being called D-head by office worker. I never complained before about anyone or a business with BBB or any reporting agency, but I spent $100,000 on a system that doesn't work properly or how its supposed to. My Solar panels should be @ 110% selling 10% energy back to **************** but Im l***y to be getting just over 20% solar efficiency. I also spent $24,000 on two battery packs that don't work and was told by their office "well one looks like it's working ok" I didn't pay for one battery pack to work "OK" I paid for 2 Batteries to work all the time, it took me 4 phone calls for them to realize I even had battery packs!! My Next Steps are ********************************** Stations, social media, and then personal attorney for breach of contract, slander, selling faulty equipment, and damages. I'm making payments on a system that DOES NOT WORK and still paying regular electric bills. Again, this is only a few complaints with Affordable Solar Roof & Air LLC, their office staff
Business response
01/11/2023
Any issues that have come up with Mrs. ******** ******* projects has been addressed with Mr. ****** ***** by numerous staff members. Mrs. ****** has spent countless hours advocating for Mr. *****. Making sure that any issues that arose were addressed immediately! A timeline of the project has been attached. Mr. *****’s claim of 110% offset is untrue. I have attached a copy of the proposal showing a 93% offset. The system has not been on more than 30 days. There was an issue with one of the batteries in the battery pack which was addressed immediately. Mrs. ****** contacted the manufacturer directly and requested that this battery be replaced asap! ASRA is currently attempting to schedule this replacement via email for this Friday January 13th. We have received a response from Mr. *****. Mr. ***** has been rude & inappropriate with the back office staff & FAMILY MEMBERS of the sales representative, to the point of harassment. I have attached photos showing Mr. *****s actions in spite of everything Mrs. ****** has done to satisfy this customer to no avail. Mr. ***** has attempted to contact multiple back office staff members via their PERSONAL social media accounts. Mrs. Martin text messaged Mrs. ****** (office manager) concerned about the request (screenshot included. Mr. ***** has been contacting the sales rep in the early morning hours from a block phone number. Because of this behavior from Mr. *****, he will only be contacted via email and only the battery pack issue is being addressed. Claims of 110% are false. As well as his claim of “paying for a system that doesn’t work”. As you can see in the breakdown, ASRA has sent Mr.***** a check for the amount of the first 4 loan pymts that started in Dec.22. I have attached a FULL RESPONSE since I'm only able to use 2k characters. Please read that so the BBB can understand why Mr. ***** has become a liability for Affordable Solar, Roof, & Air.

Customer response
01/11/2023

Complaint: ********
I am rejecting this response because:
This response has not addressed any of the principles of this complaint. But is accusing me of trying to reach Affordable Solar Roof and Air LLC. to fix, correct and compensate or remove and refund 100% of $93,870.00 paid for this Solar System. But Affordable Solar Roof and Air LLC have acknowledged their lack of communication by refusing to return phone calls or messages and acknowledging the system does not and stills does not work correctly. EVERYTHING Affordable Solar Roof and Air LLC. has stated being paid for was negotiated in contract at time of signing August 19th, 2022. There are NO extra perks, NO extra compensation for any of the said work performed. All Affordable Solar Roof and Air LLC has acknowledged was I sent Friend request (which doesn't have to be accepted if person chooses) Also, Proposal we were given shows 101% not 93%. I have tried contacting Affordable Solar Roof and Air LLC about this many times, and the system only gives less than 33% power at best less on most days, but Affordable Solar Roof and Air LLC. Won't return calls, go over system or repair it. I have a $93,870 system not working (which has not address) As for being rude, Affordable Solar Roof and Air LLC hasn't addressed the verbal abuse of me being called a "D******* or being laughed at when calling trying to get system operational. Attached is a Proposal showing 101% not 110% (Typo on numbers) but not 93%. I Feel I am now defending myself with these accusations and being slandered for filing a report. I have the faulty system, I was the one told to go "F*** Himself" and being called "D*******" How am I being rude?? This is beyond ridicules a company can try to twist this around on the consumer
Sincerely,
****** *****
Business response
01/19/2023
We are working with Enphase to resolve the battery concerns for Mr. *****. The batteries have a warranty on them for this reason. We look forward to servicing his system and helping with anything we can in the future. We ask that Mr. ***** please understands that ASRA does not manufacture the equipment, and we do our best to swap any faulty equipment promptly.
Customer response
01/20/2023

Complaint: ********

I am rejecting this response because:
This is not a resolution to the complaint(s) that have been filed.
It's an acknowledgment that Affordable Solar Roof and Air has sold a faulty product. (Not the first time I'm told) and blaming another company now.
There has been no mention for resolution of the verbal abuse I have been suffering from, being called “D*******” and “go f*** yourself” multiple times when I called requesting to have solar system fixed, battery packs fixed or replaced, or shown how to work system from the office staff and salesperson.
I spent almost $100,000 for this solar system with Affordable Solar Roof and Air only to go back and forth for months, be called names, laughed at and emotionally abused.
I recently had Lung surgery, and had a clavicle bone removed, and feel this is starting to affect my health (trying to heal). I now have issues falling asleep and severe headaches almost every day thinking about this, I feel Affordable Roof and Air know this and think I will just go away.
Also, after asking ***** (office manager) to have someone show us how to how the solar system when it gets operational, I received an email from ***** stating she WILL NOT be sending anyone out to my home to show us how to use the solar system after battery has been fixed, she said I can call Enphase, the company who makes the system. Putting it on a Third party again. This is a breach of contract.
I have tried multiple times trying to contact ***** to go over this
only to be hung up on by office staff or transferred to voicemail with no return calls because ***** has instructed no one in the office to speak with me, then sent me an email stating she will no longer speak with me and to email her to which I get no reply.
So, now *****, the office manager (owner's wife) won't answer my calls, return voicemails, return email, won't send anyone to explain system (like contract says) won't address the office staff and salesperson calling me abusive names, won't let anyone else in office speak with me about this. She knows the system is not working correctly, has a faulty battery, and continues to ignore me.
And now my health is being affected by all this verbal and emotional abuse because I used Affordable Solar Roof and Air for a service.
Sincerely,
****** *****
Business response
02/08/2023
********* has been a very challenging customer to satisfy, and at this point, it's impossible to meet his expectations. However, we have resolved all of *************************** concerns to the best of our ability, and his solar system is now fully up and running. We can only assume that this complaint will keep going back and forth over nothing. If not, we look forward to servicing *************************** system over the next 25 years of his built-in warranties.
Customer response
02/09/2023

Complaint: 18700128

I am rejecting this response because:
This is not a resolution; it has taken months just to get to this point.
And I believe if not for the BBB and Attorney general's office getting involved, I'd still be trying to get system working.
I have been lied to, called ******** and other names by office staff,
Told to go f*** myself by salesperson, was told to only speak with office manager ***** (owners' wife), who said would investigate this but
ghosted me for weeks, only to receive an email from ********************* later
after I started leaving reviews and contacted social media stating she will no longer investigate this matter, doesnt care about what her sales staff does (said not her department). No one has come out to show us how to operate the Solar System, how to turn off in case of emergency, how to understand the readings on computer, this was part of the contract and was told by ***** Im not sending anyone out, you can call the manufacture for instructions this is a breach of contract! Also, the salesperson (*******************************) still owes us a ****** gift card he promised at contract signing but is blocking my calls & text.
I have not received any type of apologies from the office staff for the name calling and abuse behavior they have subjected me to, no apologies from office manager who ghosted me and won't return emails or phone calls, no apologies from salesperson (s) who told me to go f*** myself and said My job is done, I sold you the system, I got paid, go f*** yourself, you have any issues call the office and you can tell them what I said, they won't believe or even care which was true they didnt care, they got paid and moved on. So, no this is not over, just because we got others involved and it took me months to get this far. Also, anyone reading this, if you had any kind of issues with Solar Roof and Air LLC, please contact me or leave a complaint with BBB.
We are currently looking into a class action suit
Business response
02/13/2023
Nowhere in our contract does it mention that **** will send a representative to a customer's house to explain the Enphase production app. Therefore, there is NO "breach of contract," as stated by *********. Regarding the $500 owed by his sales rep. ** do not know what ********* and our sales rep agreed upon outside the **** contract. If ********* has this agreement in writing, **** will be happy to honor it and send him the $500. Other than that, we would like to resolve this complaint, as all aspects of the project have been completed.
Customer response
02/28/2023
I am rejecting this response because:
First: The contract, Verbal or Written in this case, we were told by your salesperson, office staff and ***** (owners' wife) that someone will come out and explain this solar roof system to us, also this is in writing.
Second: Why would you have what you call an "EXIT INTERVIEW" with a closer that comes out to your home and explains the solar system? I have names we can contact on your payroll, past and present, put under oath, explaining this is what they do.
Third: I have Service agreement Solar Roof and Air sales representative (*********************************) States:
500.00 Gift card from Christian
First four Payments to be made by Solar Roof and Air
Umbrella policy to be paid by Solar roof and air
Million Dollar Gap policy to/can be dropped after one year
23KW battery will supply home for MINIMAL 3-4 Days
10 Year Warranty with ******* HVAV unit
25 Year Warranty with Solar system
Duck Cleaning to be paid by Christian
(Been told by Solar roof and Air they DO NOT Have This Agreement)

Now, I have asked for a receipt 10X from Affordable Solar roof and Air for the Solar system we had installed
(started almost 8 months ago) August 19
I finally got a receipt in the mail for $63,128 and an Email from ***** on 2-22-23 for $63,128 for our system we paid $93,270 DOLLARS.
By Solar Roof and Air saying they never seen this Agreement, it does not exist and/or for me to prove it says a few things.
One: Christian *********************** style="margin: 0px;">submitted service agreement we agreed to and submitted false agreement document (who signed it?)
Two: Solar roof and Air know about this and are covering for him/company
Three: Solar Roof and Air have agreement on file and did/would not release to me when asked multiple times
Four: Maybe all the above

I Also reject your response to this and your other responses because
Solar Roof and Air still has not responded from any of the previous complaints including
Being called a ******** from your office staff, telling me to go f*** myself from your sales representee's and being lied too, having sales representative encouraging me to call their office managers and the owners, telling me they don't care and won't believe you, to which I found out was the only truth. Solar Roof and Air still have not addressed any of the Verbal or emotional abuse along with slandering me over the last 6 months or so.

Summarizing
I've been called names, lied to, called a liar, ignored. ghosted, had/have incomplete system- non-fulfillment of contract, Emails not returned, countless voicemails not returned, threaten to have authorities contacted on me for trying to reach out, (to which I encourage) and so much more.
I feel embarrassed, used and very small in this matter, even after I threatened with attorneys and lawsuits, still there are no response, apologies or type of restitution.
So, I reject their response and would like to request an internal investigation and/or move to the next step with BBB, Attorney General and/or ******* *************************************************** to have their sales license re-exam for business in ******* to conduct any type of business till this matter is resolved
Business response
03/09/2023
Fortunately, this is the first time we have encountered a customer like this as a company. We have never experienced a customer we couldn't make happy or resolve basic issues until now. We are at a loss on how to resolve this complaint. ********* continues to create false statements, fictitious promises, and new problems that are not real. Even though ********* states all of his made-up claims are in writing, he has yet to produce anything for us to validate. ASRA has no issue fulfilling any written promise or contractual agreement offered by an ASRA employee. ASRA offer's a precise "Special Details" box on every agreement just for this purpose. As seen on the contract, ********* uploaded, not one of his claimed discrepancies is listed for special request. As we can see, all contractual agreements have been met, and *************************** solar project has been completed.
In response to why ASRA will not send an "Exit Interview" Closer to *************************** residence. Our office staff received over five complaints regarding his obscene and obnoxious behavior while on the phone. He has also gone beyond the boundaries of professionalism by awkwardly sending ******** friend requests to the women ONLY in our back office. This upset many of our employees and caused one of them, whom he has mentioned all over the internet, to quit. ********* is the first customer to whom we have ever not offered an exit interview. He is also the first customer we had to move to "Email Only" for communication. However, we provided him with the contact info for Enphase to help him learn his solar app. Enphase is excellent at assisting customers in learning more about their system.
Explaining the incorrect invoice that was sent to ********* is simple. He originally purchased a cheaper project and then canceled that project. Unfortunately, we sent another sales rep to his house to sell him a different project per his request. The second project was of higher value, and our office manager accidentally emailed him the first project's invoice. She emailed him the correct invoice reflecting the second contract's right amount shortly after. This was resolved before he complained about it in the rejection. I have uploaded the email chain and correct invoice reflecting these facts and reiterating the stretch of truth by ************************
In response to *************************** claim of "slandering and emotional abuse," we allegedly caused him. This statement is simply a joke, and we will not entertain it. ********* has blasted negative reviews and lies about ASRA all over the internet. He also was so disrespectful to the mothers and fathers working in our office we had to ban him from calling our office. This has never happened before, and we pray it never happens again. If anything, we have a bunch of very kind ladies in our office that would enjoy an apology from him.
In conclusion, for now, ********* is still a customer of ASRA, and we will uphold our service and warranty agreements on his project for the full 25 yr term. We'd like him to treat our employees respectfully and communicate with our office manager through email only. We also hope that the BBB marks this case as resolved after the facts proven in writing by ASRA and the lack of facts provided by *********. We have no more energy to spend on this complaint which holds NO water.

Customer response
03/15/2023
Unfortunately, since we started working with Affordable Solar Roof and Air back in June 2022, it has been one nightmare after another.

We have made so many attempts to reach Solar Roof and Air, during and after installation, only to have most of our requests to speak with someone go unanswered by the managers and/or owners. I even tried to friend some of the office staff on ********* but no one accepted and now I am blocked from Affordable Solar Roof and Airs website to leave a review. (Do they do this to all their clients that have a complaint?) The only correspondence we have been able to have with Affordable Solar roof and Air in the last 3 or 4 months has been with BBB,



And when I have tried calling in last few months, I have been called a ******** by the office staff and hung up on multiple times. Then when we tried reaching to the salesperson (*********************************) for information about solar system, the installation process or what we he has promised,

We were told to Go f*** yourself and Ive been paid, companys been paid, they dont care, and you can tell them I said this, they won't believe you

And now, we feel we are being put on trial, after reaching out to the management and the owner's wife *********************** (office Manager) being told to prove what we have told her and not even questioning her staff.

We also have missing service agreements/contracts, was told by ************************

She said company does not have agreement ********************************* sent over by email to the office manager **** to approve by email when we were signing contract.

Being told by ***** to prove the agreement, (So where's the agreement?)

We Had over 8 Exit interviews scheduled (this is where someone comes out to show you how to work your Solar System) 4 were no-shows or calls/ 2 were rescheduled by company, 2 acutely showed up but couldnt show ** how to understand or use the Solar System because system was not working correctly.

Having all our panels and equipment delivered to a different address miles away

Only to have redelivered a week later and set back the installation date again.

I've should of know better than to go with Affordable Solar Roof and Air

When, we were going over the agreement when the salesperson (*********************************) asked if I mind if he went out back to smoke a joint, I was looking over the agreement and told him do what you do. When he came back in, I offered him something to drink, and he asked for a beer! Again, the company doesnt want to hear anything about this.

As for their explanation of incorrect invoice being sent to ** multiple times.

Yes, our first agreement (June 2022) was cancelled 2 months prior to this one (Aug 2022), ********************************* was the sales rep that came to our home. He told ** we were his first sale and needed to go over agreement with *************************** the Regional Manager, this turned into a nightmare. At first *** was ok, then after the sale, he got belligerent with me and my wife on the phone, *** not only gave ** bad and incorrect information but other clients as well we were told by *********. We were also told *** would say/do/ promise anything just to get the sale then after cancellation period get rude or ghost his client's because there was a $2,500 cancellation policy so we cancelled and did not pay this fee.

We were also told by ********* ********************* got in an argument / fight with the owner of Affordable Solar Roof and Air in front of the other sales staff. *** was soon fired after this and for all the complaints and arguments with clients and staff he had.

Christian called ** after *** was fired, came to our home and sold ** on an updated project. Basically, the same one we wanted but now supposably with the correct number of panels and telling ** we won't have to work with *** since he was fired and promised ** a great new beginning, which turned out to be the worst thing we ever agreed to. ********* was the original sales rep both time



It appears anything we say or ask from Affordable Solar Roof to correct or honor they just comeback making allegations and accusing me as being belligerent, rude, abusive, trying g to take the light off them. They seem to do this with other clients' complaints as well from what I have read.

I have already alerted the ******* ********** of ******** & Professional Regulation, County *************************** I will keep notifying and posting on social media until Affordable Solar Roof and Air makes this right.

I Attached a copy of the Service agreement given to ** by *******************************;

Who denies many of the promises he made to ** and cleared with his manager.

For now,

We would like what is still owed to ** (in agreement and listed below) and an apology from the office staff including *********************** & *********************************.

Exit interview with a knowledgeable person from Affordable Solar Roof and air show ** how to understand and use our solar system

$500.00 Gift card still owed as in Agreement

******** gap policy can be dropped after one year as stated

25 Year Warranty will be honored for solar system

10 Year Warranty will be horned for HVAC

Two Cleanings a year as said in package bought with no aggravation

We would like to move forward with our life and put this horrible time behind us.

We ask Affordable Solar roof and Air to ****** Agreement attached, apologize and put this to an end.
Business response
03/22/2023
To save time on this response. We will respond to the "requests" directly and not the story.
An apology from specific employees will not be happening based on the cause of the employee's frustrations with ************************
This customer will not be offered the exit interview based on poor previous interactions. As stated, Enphase tech support is incredible and included with the solar system cost. There is nothing in the exit interview that Enphase Tech support can't handle.
We have read the uploaded agreement multiple times and see nothing about a $500 gift card. This is never included with any package.
We assume the "Gap Policy" references Tier 2 insurance for the larger-size solar system we installed. We can't guarantee that the required tier 2 insurance can be removed after a specific time. In *******, policies and laws are rapidly changing year to year. All we can recommend is that keeping your insurance policy is probably best to help protect such a large long-term investment.
The 25yr service warranty on the solar panels and inverters IS being honored.
The 10yr parts and 3yr service warranty on the **** unit ARE being honored.
We have never offered two system panel cleanings per year to any customer. However, we offer a service package including one yearly system cleaning for $1750. We do not see this package purchased in the contract. We have attached the flyer for this package in our response. This package is offered to every customer with the display brochure in every sales folder. If ********* would like to purchase this package from **, we will discount the 10yr package down to $1500 for him.
Finally, we would like to move forward and put this horrible experience behind us as well.
Customer response
04/03/2023

Complaint: 18700128
I am rejecting this response because:
Sincerely,
***********************

In response to Affordable Solar Roof and ************ below,they again have not addressed the concerns, issues or previous emails we have sent them , BBB and ************************* they have chosen to ignore and wait to see where or how far this may go. Also, it appears that Affordable Solar Roof and Air have not even read their own service agreement sent to us. And again, we are in a situation of having to prove our allegations made. We are going on almost a year of dealing with Affordable Solar Roof and Air and have got nowhere,and now being told they would not honor their agreement. WE have lost time,money and our dignity and want this to end. Below, we have responded to each response again from Affordable Solar Roof and Air, again with no type of no resolution from them. PLEASE READ BELOW.

To save time on this response. We will respond to the "requests" directly and not the story.

An apology from specific employees will not be happening based on the cause of the
employee's frustrations with *********
RESPONSE: To summarize, if at any time, an Affordable Solar Roof and Air employee gets frustrated with a client, it is acceptable and permitted to become belligerent, insult, and oppress said client. In addition, allowing this to happen indicates that this behavior is considered an acceptable practice Affordable Solar Roof and Air business operations. Customers should never be treated like this, and I personally feel embarrassed, shamed, and abused. I expect at the very least an apology for being called a ******** among other names. In addition to being hung up on several times, laughed at when I called for an update or information and receiving no returned calls or responses to all of the voicemails I left. We feel because of the way we have been treated throughout this process your business license should be revoked or suspended until your policies and procedures are updated to prove your company is responsible, fair,and honest.

This customer will not be offered the exit interview based on poor previous interactions. As stated, Enphase tech support is incredible and included with the solar system cost. There is nothing in the exit interview that Enphase Tech support can't handle.
RESPONSE: Per our contract, the exit interview is required to be in-person in which we will be shown how to operate and maintain our new solar energy system. We paid over $93,000 for a system in which our agreement has not been fully honored by Affordable Solar Roof & **** ****** manager *********************** and sales representative ********************************* were our main points of contact throughout this process. We should not have to call a third party after being promised multiple times by ***** and ********* that a staff member will come out to our home following installation and teach ** how to operate and maintain our new solar energy system. Regarding poor previous interactions, we had 6 separate exit interviews scheduled of which 4 were cancelled 2 were no call/no shows. 1 I called to ask if the exit interviewer was still scheduled or coming to appointment and was told an hour later (after scheduled time) that they would not be coming and was not given any reason. Another time I received a call from the exit interviewer (****) one hour after he was scheduled to be onsite, he stated that he scheduled the wrong day and was not coming out. Two other times when an exit interviewer made it to our home, we were told the system was not working correctly and there was nothing they could do or show us without it fully operational. So yes, I have certainly had poor previous interactionswith Affordable Solar Roof and ****

We have read the uploaded agreement multiple times and see nothing about a $500 gift card. This is never included with any package.
RESPONSE: Page 1 under SERVICES PROVIDED It Clearly states: $****** **** gift card once project starts. We have provided this agreement to Affordable Solar Roof and Air multiple times and each time have been told that the documents have been misplaced, lost, or simply cannot be found and the burden lies with us to prove it (which we did multiple times). We have also supplied a copy to the Better Business Bureau (BBB) among others for their records and have also attached another copy to this response.

We assume the "Gap Policy" references Tier 2 insurance for the larger-size solar system we installed. We can't guarantee that the required tier 2 insurance can be removed after a specific time. In *******, policies and laws are rapidly changing year to year. All we can recommend is that keeping your insurance policy is probably best to help protect such a large long-term investment.
RESPONSE: Page one, ***** Services Provided it clearly states: one-million-dollar gap/umbrella insurance minimum for one year and can be dropped.
Why would Affordable Solar Roof and Air put this into their agreement if it cant be dropped? This is a direct lie, Deceptive and steering.
Also, If we need to keep the policy in place for the next 25 years or more at $650.00 a year (average gap/umbrella policy for 2023) and multiply this by 25 years, its over $15,000 dollars. This doesnt include estimated inflation and insurance over this time span, this could take the gap/umbrella policy well over $20,000 -$25,000 or more, so where are this savings?

The 25yr service warranty on the solar panels and inverters IS being honored.
RESPONSE: Please provide me with contact information should I need to reach out regarding service or production issues. I have no information for whom to call if I have a problem. Were we supposed to get this information in the exit interview?

The 10yr parts and 3yr service warranty on the **** unit ARE being honored.
RESPONSE: Please provide me with contact information should I need to reach out regarding service or production issues. I have no information for whom to call if I have a problem. Were we supposed to get this information in the exit interview?

We have never offered two system panel cleanings per year to any customer. However, we offer a
service package including one yearly system cleaning for $1750. We do not see this package purchased in the contract. We have attached the flyer for this package in our response. This package is offered to every customer with the display brochure in every sales folder. If ********* would like to purchase this package from **, we will discount the 10yr package down to $1500 for him.
RESPONSE: At time of purchase, ********************************* stated that our package included cleaning and maintenance twice a year. Once the installation process passed 60 days, we were told by ********************************* and *********************** that Affordable Solar and Air would be honoring their Affordable Install Guarantee. A copy of this guarantee is attached to this response. The document states a 60-day installation guarantee for solar projects within Palm Beach County. If not completed within this timeframe, Affordable Solar and Air promised:
$1000 discount off the final project cost. Received
Free ASRA Service Package for Life ($4000 Value). Said not going to honor.
$250 Amazon Gift Card. Received
Priority timeline once ready to install. Not honored
This and other documents have since been removed from their website, I clearly feel this was an attempt to once again not honor their commitment to faithful,paying customers.
And offering a $250 discount on a product that costs $1,750, while not honoring your installation guarantee is not only irrational, but offensive.
I not only request you honor you guarantees, but I also feel I cannot trust your intentions or work ethics. Per your Affordable Installation Guarantee, (attached) the total monetary value of the benefits remaining is $4,******, this is the Free ASRA Service Package for Life ($4000 Value) and $****** gift card (still owed) I request this be paid to ** along with an apology and our in-person exit interview as promised showing us how system operates. We will find Solar Panel cleaners ourselves for next 25 years or so and consider our transaction complete, then we can move on from this horrible experience as you stated below.
Finally, we would like to move forward and put this horrible experience behind ** as well.
RESPONSE: And to just respond To save time on this response. We will respond to the "requests" directly and not the story. This is clearly an attempt by Affordable Solar Roof and Air again to hide the truth and avoid any admission of guilt on their part. Affordable Solar Roof and Air has not addressed any of the mistreatment to ** as customers. And being told to us to prove verbal contractual agreements. This is not only unfair, but we believe we are victims of predatory business practices. Affordable Solar Roof and Air staff promised ** a ****** gift card, twice yearly cleaning and maintenance services , Exit interviewer showing how to operate solar system and that we could opt-out of the Tier-2 insurance after one year. In addition to being lied to, I have personally been called names by staff utilized profuse language, insulted, embarrassed, misled, and even threatened to have law enforcement called on ** for trying to reach them by any means possible.(including Social Media) The fact that our solar system may be finally be working correctly is irrelevant (we dont know how to tell this). There is no excuse for the way we have been treated by Affordable Solar Roof and Air staff and management. If Affordable Solar Roof and Air is not going to honor their written and verbal contractual agreements, we respectfully request these issues and claims be reported to all applicable ************** responsible for Solar Panel, roof, and **** installation and maintenance licensing. In addition,please forward this to ********** Countys contractor certification office,Palm Beach Countys ************************ and the **************** Attorney General ******.
Also Attach is Solar Roof and Air showing our Exit interview was performed on August 22 2022 , We received our Solar agreement on August 19th 2022, (only 3 Days later) Then when we try to contact them being told this has been completed 3 days after we singed, this is just some of what we are going through,
Customer response
04/17/2023
Good morning *****,
I just tried contacting you and was transferred to your Voicemail, I left a message.
Please listen and respond as no one else will *************.
This is a service issue with our battery packs not working.
We lost our power in the storm last night, battery packs kicked in for a couple minutes then we went dark.
This happened several times, we contacted Enphase ,spoke with ***************
They did a system check and came back with probable cause:
Mis-wiring of batteries causing Micro grid to collapse (also said "Brown-out")
They created a ticket a ticket and said I have to contact you.
Case# ********

Also, I haven't heard back from the email sent below last week.
I was hoping we were getting somewhere to put this behind **.
A call would be great to move on.
Business response
04/28/2023
This response was provided verbally to BBB:
Prior to today, I had not viewed the document labeled "Service Aggreement 8-19-22". It was not in the BBB complaint link, and I only saw it after BBB emailed me a copy.
This document is 100% a fake document. We did not create it, and we do not offer much of what's listed, including "one million dollar gap/insurance minimum for one year" and "$500 **** gift card once project starts".
This document is not signed, and it has misspellings ("Affordable" is misspelled in the signature field and throughout the document).
Additionally, the customer did not sign up for nor pay for "twice yearly cleaning and maintenance services."
The customer does not qualify for the "********************** Install Guarantee". The guarantee applies for contract involving solar-only. The customer had additional installation beyond solar (battery, HVAC unit).
We've given the customer everything that we are contractually obligated to give.
Customer response
05/03/2023

Complaint: 18700128
I am rejecting this response because:
This is ridiculous we are still going through this, It has been almost a year and now they say
This document is 100% a fake document. We did not create it
Is Affordable Solar Roof and Air saying we created this? Are they implying we forged a document and sent this to BBB?
And now they are stating we did not sign up for nor pay for twice yearly cleaning and maintenance services."
The last response we and the BBB receive was Twice a year cleanings and maintenance were NEVER offered by your company to ** or any of your clients, So, which is it?? (More lies)
Affordable Solar Roof and Air now also state: The customer does not qualify for the ********************** Install Guaranteeand The guarantee applies for contracts involving solar-only and The customer had additional installation beyond solar (battery, HVAC unit).
First, where does it state this? if exist, why not informed at time of signing or why wait to be told now?More Lies!!
Second, where is the receipt we asked for breaking this down for our taxes? You sent ** a one Line Receipt with one amount stating, Solar Package Receipt (ATTACHED)
Third, how did you report this to IRS, one lump sum or did you break it down? (Prove it like we did)

We have supplied a copy of this agreement in question to Affordable Solar Roof and Air multiple times, attached is an email from 4-18-2023 responding to an email sent with attachment of the agreement provided by Affordable Solar Roof and air & *********************************, this is proof and shows the lies they keep committing and now saying its a Fake Document and Never saw this till BBB email to them just more lies!!
ITS ALL THERE IN BLACK AND WHITE!!

Now heres the best part!!!
The cancelation of gap policy information,the ****** gift card, the twice a year maintenance, having someone come out to show ** how to operate system, the name calling, and everything else that was promised by Affordable Solar Roof and Air & salesperson ********************************* that we have been saying for almost a year we can prove this!!
********************************* contacted ** a few weeks ago (after telling ** to go f*** ourselves a few months ago), after Affordable Solar Roof and Air telling him not to contact **, no one from office to contact or speak with ** if we call and management not to return, answer or speak with **.
But ********************************* calls ** asking if system works yet, laughing at ** telling he makes $300,000 a year and stuff like this, I then told him I was going to record our conversation, he said Go ahead I dont care, I have nothing to hide and laughed at **. He may have forgot or really just doesnt care

********************************* states multiple times he told ** to Go F*** yourself that he owed ** a $****** gift card and not given to ** because we were pain in the ***, (to which he said was dropping off again and did not) also said, its part of the agreement to have someone come out to show ** how to
operate system, also that the office staff is useless boneheads, ***** was a pain in the a** and he was going to talk with her,(I laughed at that) it was over a 30 minute conversation, He has taunted ,lied, abused ** along with misrepresenting his company to which we tried many time to bring to their attention only to be laughed and called names by Affordable Solar roof and Air staff as well.
*************************** delivered Agreement in Fed-ex envelope to ** at front door, this is not fake

We were told to prove what we have been saying, and we did, we have been called names made fun of, and we still are, we have been called liars, have been slandered, had faulty -nonworking equipment installed, and still as of this date 5-19-2023, almost a year later and over $90,000 dollars, our solar system STILL doesnt work correctly. Battery pack does not turn on in an outage, I contacted Affordable solar roof and air about this and they said Looks good on their end and not sending anyone out This is after I contacted the Enphase who runs the system and was told there was a Brown *** and looks like faulty wiring, and this is after they tried to replace part of battery and told me they had to manually turn it on to operate because it; s not registering. This goes on and on!!!

Lets go back the last year and ask all the clients working with ********************************* and other sales associate with and Affordable Solar roof and Air what they were promised about the gap insurance cancellation, the install guarantee, ect.. only need one to prove we are telling truth. Do we have to subpoena their client book of business, contact old employees, it will come out and Affordable Solar Roof and Air will pay all court cost if we go down this path.
This could ALL BE CORRECTED if they send someone out to go over system with me, correct faulty battery, pay the ****** gift card, honor what was promised or pay out the difference and we will go elsewhere to get cleaning services.
Sincerely,
***********************
Initial Complaint
01/03/2023
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Affordable solar did not live up to the contract that they provided. The salesperson came by my place and sold me on a great solar system with a generator and propane tank for backup connectivity. Within the contract, many stipulations were made that affordable solar would honor a 24-hour repair to anything that went wrong with the solar panels. My solar panels have not worked correctly since day one. I have been overcharged by the electric company because I am underproducing the power. The contract stipulates that they would rate my power and provide 115% over my current power usage for the last year. I am at about 80% production. I was told by affordable solar that these panels needed to be replaced and that they had run across this every once in a while, by *****************. I was also told that the manufacturer of the solar panels has been notified and that they would be replacing all the panels on the roof. And there were many other promises that were made to me and never fulfilled. I currently am required to pay my loan for the solar panels without actually having the service that was promised. Installation was slow. **************** is nonexistent. And I now am paying for solar panels and paying the electric company. I will be happy to update my statement if they replace my panels as they have told me they would do.
Business response
01/19/2023
There is no need for a BBB complaint about this customer's project. We are actively working with the solar panel manufacturer (QCELL) to help replace all panels that may be underperforming from manufacturing defects. Unfortunately, there are hoops to be jumped through, and we have zero control over Qcell's response time. We will update our customer immediately as we receive new information on a timeline.
Customer response
01/20/2023

Complaint:********

I am rejecting this response because: The email attachment will show that they have agreed to complete the replacement and then they changed their mind. This has been the most unprofessional sham of a sale I have ever seen. Evidence is in the email thread. Affordable needs to have this completed within 30 days. This has been drawn out too long. I spoke to an attorney who states that I have an excellent case and suggested that I begin to look for others that may have not gotten what was promised by their sales team. I have asked to speak to the owner several times and either the owner hides behind Nick and others, or they are not aware of the issue. This is classic gatekeeper tactics. The product has never and will never perform as they promised unless changes to the panels are made. The production is not what was guaranteed in the email containing the contract from Makana, the sales representative. The email shows that they stated they would have the panels replaced. Their response states that they are waiting on the manufacturer to replace the panels. Affordable receives equipment all of the time and can replace them immediately through stock at a local level and then they can continue their replacement from the manufacturer. This is part of owning a business. If the business promises something to their customer, then they are the required entity to follow through.

Sincerely,
*************
Business response
02/08/2023
We have received great news from our manufacturer QCELL. They allow a test on multiple new panel replacements to validate warranty concerns. The owner of ASRA has reached out to the homeowner to explain the process. ASRA will have the new solar panels installed this week for testing. Our customer is on the same page with ASRA and is excited to see the results. Everything our company sells comes with a 25yr warranty. Therefore, no matter what, we will make sure this issue gets resolved. Our owner even explained that we would upgrade the panels to a more significant grade panel if needed at NO cost to our customer.
Customer response
02/21/2023

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.
Upgrading the panels as listed will be sufficient to ensure that the energy is within the promised specifications. Joe called today to say they would install a meter to see how much power was being consumed. I stated that identifying the consumption only validates the usage. I agee with the statement to add upgraded panels and accept the upgraded panels as resolution. If the upgraded panels are not installed through out the system to offset the power production promised, then I will refile the complaint and utilize this complaint to initiate the filing. Once we are in agreement, I will state that I concur. This will be after the 400 watt panels are installed to offset the usage.
Sincerely,

Robert Hamilton
Initial Complaint
12/20/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I went with this company to save on my electric bill and for 6 months Im still getting a big electric bill and they said they need 6 months of electric bills to get a good reading and here were are 7 months in and they want to add more panels and by adding one more panel I have to pay more in insurance now which I didnt agree to. I didnt agree to have more panels added and the sales guy said my electric bill will be eliminated and all I would pay for is the meter and thats not true. He even said he added more parks when quoting me to offset the pool pump and it doesnt even cover half of my electric now. Its not even summer yet either. *** asked that they take it back but I never get a call back. Ive been trying to send this all back and I keep getting didnt answers to my questions. Not once did the sales guy say if this dont work we have to add 1 more panel your insurance will go up life of your home. That would have been nice to know when making such a big decision. They want to pay for the insurance for a year or 2 and add 5 panels. This cant be legal at all. I called today to just say add the panels and cut a checks for 20 years of the added insurance which they say is only 15 to 25 a month but wont get me the info I need to see what it cost cause thats prolly a lie to. Im saving this and if I do t hear from them or get this resolved my next step is the attorney general and writing him. Im trying to go through the proper steps. After that Ill contact the news station. This isnt fair and I have a baby on the way and did this to save money and now Im paying 145 more for 25 years and now got to pay more in insurance. This is illegal. I have all emails that was sent and one of their higher *** literally got tired of me calling and texting cause he never responds and tells me to figure it out. I need this resolved and not a bandage put on this. The contract gives you 3 days to cancel but didnt get put on for a month and a half.
Customer response
12/21/2022
Id like to close this out as me and the owner have an agreement and as long as they do it Im perfectly fine with his resolution to the problem as long as it corrects the problem. He called back and was very professional

Customer response
10/20/2023

Complaint: 18612800

I am rejecting this response because:
When the sales guy first came to our house he looked over our last 5 months of electric bills to give us a correct quote and gave us the run down on how this worked. He said the panels we was getting would be more than enough and gave us extra to make sure it was enough cause we told him we wanted to add a pool heater and he said we will give you guys 5k for heater cause thats something we dont do or install he said and we loved that idea. So we was supposed to have enough panels plus extra and he said we wouldnt have an electric bill and only have to pay ******************************************** and my wife was very clear to him we dont want to spend. Dime more than 65k and he said we wouldnt and these panels was more than enough. He also said we would get back 24k in taxes credit back and if we put it all back in our bill would be 180 or lower I believe and if we used it for the house upgrades or whatever our bill would be 245 and we was ok with that cause he said we wouldnt have an electric bill. Since the first month this has been a nightmare and nobody wants to hold anyone accountable at this place and when the panels werent working or as advertised we got upset and the owner was no help. We then wrote the BBB and I found him on ******** to tell him what we did and he threw money in my ac punt and gave us a few extra panels which still arent helping. I called and called and emailed way before it got to that point, and every time was the owners are discussing you account today to get a resolution and I continued to never get a call and it was at that point I wrote the BBB. So he offered to give me more panels if I took my complaint down that I wrote BBB. Also my insurance went up when they added more panels costing me even more money. Im now paying almost 400 a month when we was paying 200 to 230 and the 400 doesnt even include the extra insurance a month. He said if I get a lawyer he can make it go on years. This is why Im writing you guys again.
Sincerely,

*******************
Business response
11/08/2023
As a gesture of good faith to **************, our CEO generously provided five additional solar panels for free, this was shortly after the system was installed. The value of the provided panels was well over $5,000 and required many other items, including labor. Our production guarantee states that the system will be reviewed after 24 months. This allows our company to do a proper average of energy consumption vs solar production. After installing the solar system, we believe ************** installed an electric pool heater. An electric pool heater can use more energy than a standard HVAC system. We also have NO way to predict or calculate how often or how long the unit is used throughout the year. Our systems are designed off of the customer's previous 12 months of energy usage. Therefore, we are unable to predict the future usage of the home. This past year was also record-breaking for heat temps, causing everyone in ******* to receive substantial electric bills during the summer months. As stated earlier, solar is built on an average of 12 months. The science is imperfect, but we strive to be as close as possible. We ask ************** to remember this is a natural resource, and we can't control clouds and weather patterns.
We have no issues reviewing ******************** usage vs production once we reach his 24-month marker for review. We will not be internet-bullied into breaking our policies again to satisfy **************. He has left many more negative reviews, and now, after stating he was satisfied, he reopened his BBB complaint to get more.
This is our final decision regarding this customer's complaint. We have gone out of our way to satisfy his frustrations. We also look forward to evaluating his system next year.
Initial Complaint
12/19/2022
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Reviewing the claims on file for this company, it can be seen that the claims are the same with all of their clients.In my case, they offered to go through the entire process with Polk County, ***, and ************ The process with the *** and *********** was done by myself because the seller "***" and I think the supervisor "****" were not able to do the process despite saying that they had already done it.By contract, the process would *********** to 8 weeks from the signing of the contract to the installation and operation of the Panels. The process began in April 2022 and the installation and set up of the Solar Panels App was completed in the second week of November 2022.By contract, the guarantee benefits for the installation are mentioned $1000.00 in case the entire process of the Solar Panels is greater than 8 weeks. This was breached by Affordable Solar Panels and Air, a 7 month breach of contract.When calling the Affordable office and requesting the person in charge of the process of the Solar Panels, the employee would be busy or they would report that this employee was fired from the company.The lack of professionalism of "all" the employees is visible and I can mention that the surplus of material left on the grass as garbage gave me a lot of trouble with the *** because the condominium rules are quite strict.Lastly, I contacted the company that finances the solar panels and they just informed that my first payment should have been in November 2022. I was also informed that the solar panels were installed in September. However, the installation and programming of the Apps was done in Nov 2022. Not one bill has been sent to my house to make the monthly payments.One more problem is added by knowing that my first payment to the financial company should have been done in November 2022, to this date December 16 two months behind in monthly payments, and my credit?
Business response
12/20/2022
After reviewing the account history of this project and going through all available notes, we can explain the timeline issues that extended this project out longer than usual. So that you know, the contract has been uploaded for validation. The customer signed an agreement at the end of April, including solar and a new roof. When purchasing the roof, our customer selected a black shingle to install. On the installation day, Beacon, our roof material distributor, accidentally delivered a dark brown roof instead. We offered our customer a significant discount for the mix-up, and he accepted the deal and moved on. Unfortunately, the customer received a letter from his HOA stating his roof was not an approved color. To help the customer, ASRA decided to take off and install an entirely new shingle color at NO extra cost to the customer. We lost over $10,000, helping our customer avoid an HOA nightmare. This also took an incredible amount of time to complete and finalize the roof.
Also, throughout the installation process, the homeowners went out of town multiple times and for weeks at a time, causing many delays for us and our schedule.
The customer's system is now up and running. We shouldn't have any other issues in the future.
Regarding the $1000.00 guarantee reimbursement they requested. We didn't provide them with any such guarantee, so we will not be able to give this request.
Regarding the 7 Days of work reimbursement. The customer purchased a large project and understood they must be home for multiple days to complete the work. We could only have met some of the jobs with them at home. We should not be expected to reimburse our clients days off to install items they purchased.
Regarding the conversation with upper management. We would happily schedule a call to discuss their other concerns.
Customer response
12/26/2022

Complaint: 18519469

I am rejecting this response because: Again I say that the seller "***" (I will omit the last name) of ASRA promised to contact the offices of Polk ******************* and the *** of my community to carry out the project of the installation of the new roof and the installation of solar panels. No one from ASRA contacted the *** offices to obtain authorization for the installation of the new roof and solar panels, complicating the entire process for myself. This was a commitment not fulfilled by ASRA that complicated the whole process by wanting to install a material not authorized by the ***.
I also understand that as customer service, any company that fails in its commitments, the company has the obligation to prioritize the solution of the problem created by the incompetence of all the people in the company who had this problem in their hands.
With my multiple departures "out of town" as ASRA affirms, I want to clarify that my mother-in-law died only once and my wife went to her funeral, leaving 5 days to go and return from the funeral. In addition, my son attends ********* *********** and the person who takes my son to school is my wife so she had to be back in town asap.

The $1,000.00 guaranteed reimbursement: I attached the copy where it is written that the breach of the contract time and the offer made by ASRA.
With the 7 days of work reimbursement: these are the days that I had to stop working because ASRA never contacted the *** despite the commitment made by them. Basically the *** was not contacted and I never heard the status or update of the project. If I don't contact the *** the project would currently be stopped and the roofing and solar panels would be uninstalled. These seven days were nothing compared to the amount of time we took out of our days to try and get everything done diligently.
The information from Dividen finance was never provided to me to inform me of the date of the payments in regards of start date of these payments for the roofing and the solar panels; This is a lack of professionalism and incompetence from a company that offered a lot and does not have the capacity to give the minimum in customer service.

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

Business response
01/06/2023
In response to our customer's rejection. We will focus on the reimbursement concerns, as the project is completed with nothing left to resolve.
The ASRA "Install Guarantee" clearly mentions in multiple locations that it only reflects " SOLAR ONLY projects." Any project, including a new roof, does not qualify for the discussed install guarantee. This is why the form uploaded was NOT filled in or signed by the customer or our representative. Therefore we will not honor the requested $1000 reimbursement.
In regards to the seven days of missed work, our customer claims they missed. We have no way to validate this claim, and we have no idea the value of the seven alleged days. Either way, we are offering our customer a one-time reimbursement of $500 to compensate for their time off from work.
We ask that our customer please remember that we paid for an entirely new roof to help them with their HOA rejection. The approved roof colors should have been considered before buying a new roof and requesting a restricted color. At no point did we request any additional funds from our customer. ASRA spent over $10,000 replacing a brand-new roof over the color issues.
This issue is now resolved, and the reimbursement check will be sent out immediately after acceptance of this offer.
Customer response
01/09/2023

Complaint: 18519469

I am rejecting this response because:
In response to what ASRA said.
The main point is the non-compliance of the time promised by ASRA and of everything written in the contract. Besides the amount of time (7 months) that it took to complete everything, and us having to take matters into our own hands most of the time to make sure that things were getting done. I had to go out of my way to contact my HOA because ASRA continued with the installation before receiving an approval which in turn kept me from my job. Materials left for several days on the roof, the solar panels on the driveway, the material left on the driveway after completing the installation of the solar panels, the irresponsibility of not coming to ************** the system setup in a timely manner, the lack of information on monthly payments to the bank that finances the solar panels. And the lack of respect and clear communication with your paying customers.
$500.00 does not compensate for the breach of contract, amongst the other issues stated above. To end and resolve this situation I expect at least $1,250 which still does not compensate seven day of salary,
Sincerely,

*******************
Customer response
01/19/2023
Please reopen de complaint # ********. I want to give to them my final answer in regards of "take off an installation of new roof". By the way I am not looking for "time off from work", however they don't recognize the contract bridge in regards of the time that they promised to finish all project in 2 weeks instead of 7 months.
Customer response
01/31/2023
Despite an unsatisfactory answer, I accept the proposal of $500.00 to solve this problem.
ASRA continues and will continue to position themselves that they paid for the new roof. Yes, ASRA paid for it and paid for the mistake of ordering the wrong roof color and installing it. However this mistake was made by ASRA not contacting the *** offices as it was agreed before the contract signature.
Once again, ASRA maintains a reality that only exists for them, trying to reduce the size of their error and at the same time blaming me for their mistakes.
I hope that the new customers who read ASRA reviews know how to select a 100% professional, responsible company that complies with the agreements signed in the contrac.

Business response
02/03/2023
We will have a check sent out within 15 days to our customer.
We also hope that future ASRA customers reading this complaint can recognize how ASRA went above and beyond to resolve our homeowners mistake choosing a roof color before contacting their HOA. This carelessness led to ASRA having to step up and help our customer with a free roof replacement. Not many companies would take a major loss in order to help their customer avoid an HOA lawsuit. We at ASRA are very proud of how we handled our customers oversight, and we did everything possible to make sure our customer didnt come out of pocket to resolve their unapproved color choice. We are even sending a reimbursement check for their satisfaction.
We look forward to a long happy relationship with our customer going forward.
Customer response
02/08/2023

Complaint: 18519469

The answer is not satisfactory; but, I want to clarify two situations that follow to close the case.
- **** continues to want to blame the customer by stating "**** went above and beyond to resolve our homeowner's mistake choosing a roof color before contacting their ***". Before signing the contract with **** seller I asked him the following questions: "Will **** contact Polk county? Duke Energy? the *** of my community?" The answer was "yes". If **** had said "no": I would not have signed the contract.
It seems that **** ignores the rules of all ***s in *******, or they never work in other communities governed by ***s. For future clients I will recommend **** contacting the *** first so as not to repeat the same mistake they made with me.
- **** made the roof replacement because the *** will *** me and by suing me; I would *** **** with the support of my community's ***. This was reported to supervisor *********
Summarizing:
**** wants to cover the sun with one finger, blaming the customer for their mistakes, the inability to provide good customer service despite the years of experience in the market that they work on.
The solar panels need maintenance due to problems that *** appear in the future. I hope that by contacting them they can provide good customer service if anything happens.
I hope that despite all this drama the check will still be sent in the time established by ****.
Sincerely,

*******************
Business response
02/13/2023
Customer refund check will be mailed out this Friday. We consider this situation resolved.
Customer response
02/17/2023

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,

*******************
Customer response
03/21/2023
Customer response taken verbally by ********************:
I have not received the promise refund check and it has been over 30 days.
Business response
03/22/2023
Our customer is correct about this. We have validated the original check was never cashed after we mailed it. We overnighted a new check to our customer this afternoon to the address on file. We apologize for the inconvenience. If the first check were ever to arrive, we ask that they please destroy it as we have voided it.
Customer response
03/30/2023

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
11/28/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Affordable solar sold ** a solar package by fraud, damaged our brand new home and roof badly and now won't answer calls or emails! They informed us when signing contracts that if my elderly father had the loan in his name that it would be written off when he passed so was the best option, blatant lie as we have now found out, the managers wife informed us when we complained that "sales staff will say anything to get a sale!!" we advised her that this is sales by fraud. They fitted the solar panels on our large, 2 floored home by standing on the porch roof via one ladder (which is not supporting) and dragged them over to the rear of the home, this damaged the roof badly, snapped the gutters and downspout which created a leak in the porch. It took weeks to get a response and when we did we were informed that one of the owners had visited our home and informed us that they were not liable, another lie as no one visited when they said they did (we have cameras to prove otherwise) when we informed them of the cameras they back tracked and scheduled the repair. They sent a solar panel fitter to repair a roof, he disappeared after repairing the roof without even telling us he'd finished and we know why, they used the wrong color shingles (ours are a light brown, they used dark grey) they are not secured down anywhere, numerous areas of damage on the exterior of our home, sections with chunks missing and the gutters are hanging off. We had to go to social media and complain on their *********** page before anyone would acknowledge us, the owners wife eventually took my call and informed me that "this is not how we operate and we will put this right, i'm so sorry" 2 weeks later and nothing, no response to emails, calls and they have blocked us on every social media account. They responded on a ****** review ************ "We want something for nothing and that its not a genuine review" they have now removed that website on ****** and have changed the name slightly, BEWARE!!!
Business response
12/05/2022
We are actively working with this customer to resolve their concerns. We hope to have all issues addressed and resolved ASAP!
Initial Complaint
09/26/2022
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
I hired Affordable Solar Roof and Air to replace my roof both pitch and flat , to replace the chimney flashing and to install solar. The project was entered into contract in June and was to be completed by end of July. We are approaching October and my flat roof is not completed. This company has given me to run around since July and I am beyond words for how they have handled this project. Supposedly, the roof was "done" and they had the solar scheduled to be next, however, I noticed that my drip edges on the flat roof was still the same old dirty ones. Nothing was done to my flat roof. I contacted the company to ask why and was told that there was an issue with the permit and it would need to be submitted again. What they neglected to tell me is that they removed the flat roof from the permit and was covering it up. I pulled the original paperwork that had the flat roof iniitally on it and then saw paperwork attached removing the flat roof. Maybe they thought I would not catch this? When I spoke to ****, about the flat roof, he said the solar needed to go in first and he was going to work on getting the flat roofing material ordered. This went on for weeks throughout August. Around the end of August, material was dropped off to my home, no communication about it, and it sat for 2 weeks, I emailed the company again, told I was on the schedule, then they couldn't do it because of rain, then no communication, no work done, nothing. I reached out again and again, On another communication, I was told the solar pabel and conduit need to be removed before they could install. So why was I told the solar needed to go on first and then they would fix the flat roof? On last communication, the work was to be completed by September 24 and NOTHING was done. My roof is partially exposed and now we have a hurricane coming, I have roofing material all over my yard and sitting on my roof. This is unacceptable. Just waiting on the city to write me a complaint.
Business response
10/25/2022
We apologize for the delayed response to this customer's complaint. The emails were directed into our owners SPAM folder and were not seen until today. We are happy to say that the issues mentioned in this complaint have been resolved prior to this response. If our customer has anymore concerns, we will be happy to resolve them also.
Customer response
10/25/2022

Complaint: 18126834

I am rejecting this response because:. These emails were never sent to anyone's spam box. That is a very disappointing response. You can clearly see the back and forth messages in the emails. There were also phone conversations with this company that went hand in hand with those emails. In some of the email conversations you can clearly see when an email was sent and a response received. As of today, it has been a week since they finally came and did the roof but no communication on when these solar panels will be put back on. I have not had a running system for sometime now and will have an electric bill to show for it of which a system running for two months have saved me nothing on my bill. This is the most regrettable decision I have ever made by going solar and choosing Affordable.

Sincerely,

***************************
Business response
10/26/2022
Obviously we received and communicated to this customer via email. Our last response to this complaint was taken out of context. We were stating that the BBB complaint emails went to our owners spam folder, which is now corrected. This is why we didn't get a chance to reply to the customer complaint in a timely manner. We look forward to working with our customer over the next 25 years, and making sure they're extremely satisfied.
Customer response
11/21/2023

Complaint: 18126834

I am rejecting this response because:
My original complaint was filed 9/26/22, it is 11/20/23 a year later and I am still upset with this company. I have dealt with alot from them and then summer comes and I am blindsided by an enormous electric bill. The same electric bill that was supposed to be ELIMINATED. My bills were over $200.00 for months and counting. I called the company to ask why and I was met with the exact same BS I thought I was going to get from them - Climate change. Higher temperatures, more usage. Again BS! Was this not supposed of been calculated into the project considering the whole process of solar was to combat this? This has been a topic for years, why was this not calculated into the math for how many panels I need and then provide for higher temperatures? We live in *******, our weather has always been this hot, why were these panels not calculated for temps above 90 for prolonged periods of days? They used my budget amount to calculate rather than actual usage. I signed for and paying for solar to eliminate the electric bill that I was promised. This company needs to fix this error, add panels, fix panels whatever the problem is and they need to reimburse me for each bill over the connection fee Will this problem continue this winter when heating is needed, what about next summer? I have spoke with an attorney and he was not surprised hearing Affordables name and issues. Per their guarantee - "**** will add up to FIVE FREE additional sular panels to the initially purchaed PV system if the estimated production fails below the **** 85% Production Guarantee" "Hassle-free claims for up to 5 additional solar panels if production falls short in back to back years. **** will calculate the annual solar output from January 1st to December 31st." Copy attached. Original Install Guarantee states "$1000 discount off final project cost" - not received, "$250 Amazon gift card" - not received, "Priority timeline" - took like 6 months, "Free **** service package for LIFE"

Sincerely,

***************************
Customer response
12/15/2023
All contracts signed electronically
Business response
12/27/2023
The solar system ASRA has produced over the estimated production for a 12 Month Period. We have attached the systems solar production graph for the past year. We have also attached the agreed upon production goal in the contract. We would be happy to review the customers bills in detail if provided. A list of billing history does not tell us anything. We ask that ******************* please email her last 12 detailed Duke bills to *******, our VP of Operations (************************************************).
In regards to the "Install Guarantee" she mentioned. Under the terms & Conditions near the bottom of the document. It clearly states that projects including roof replacements are not subject to the guarantee timeline. As it would be impossible to achieve both projects so quickly. It also states that the install guarantee only pertains to solar only jobs. Therefore those claims are not relevant to this customers agreement.
We look forward to reviewing ********************** **** bills and getting back to her with any irregularities we find.
Customer response
01/09/2024

Complaint: 18126834

I am rejecting this response because:
"After receiving the company's response, I emailed and spoke directly with *************** We discussed that he wasn't sure why or how my annual usage was determined but it was wrong. However, he is standing by the signed contract for the wrong estimation. I don't work for Affordable and certainly not in the department that figures out all the calculations to determine usage vs panels, etc. so as a consumer buying their product, I expect the company to know what they are doing. This was not the case. I spoke with **** who helped me with some of this and I can see now the annual usage on my bills which in the last two years has been well over ****** kwh. The contract was only written for ****, well under my annual usage. I spent a long time with **** trying to figure out how they could of come up with **** and it's not possible, it was an error on the contractors behalf. In my conversation with *******, he offered to try and fix this situation by adding 5 panels, however, I have not heard back from the company as of today. I also argued that these electric bills in excess of the connection fee should be reimbursed due to the companies lack of doing the annual calculations correctly and I was told in a sense "too bad". They are not willing to make this right and again, sticking by their contract which is incorrect. This problem is still not resolved and I have yet to be made whole. I am paying for a system that does not work as it should.

Sincerely,

***************************
Initial Complaint
07/12/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had roofing and solar installed by this company. The company hired a third party roofer to install the roof and roofers filed an NOC. I am selling the property and closing got delayed because Affordable failed to pay the roofing company. Now the closing lawyer is asking me to directly pay the roofer in order to be able to close on the property. I took out a loan through GoodLeap to pay Affordable for both services and loan was already disbursed to Affordable. I have tried contacting their financial person and spoke to 2 different reps and they advised me that person in financial department was busy and could not take my call.
Business response
07/15/2022
Consumer Response /* (2000, 6, 2022/07/13) */ Case Resolved by Affordable
Initial Complaint
07/01/2022
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Hello you said would call us today and you didn't. I am hoping this will help to resolve this. We have given you ample time to return both email and our calls. We have sent receipt of parts and haven heard back on this issue. The case will inculed damage to garage form water, labor to remove and replace the incorrect pipeline and labor. Total of 1200.87 that right now we just asking for materials 200.00 as you agreed to do but this will escalade to courts for the rest if you do t uphold your end. We have photographs and before during and after the worker job. As well as the ones of the correct one done by a experienced plumber.
Business response
07/15/2022
Business Response /* (1000, 5, 2022/07/14) */ Our customer received the reimbursement he requested. This issue has been resolved and we look forward to helping our customer in the future if there is ever an issue. Consumer Response /* (2000, 7, 2022/07/14) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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