Complaints

• Initial Complaint

  12/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On November 19, 2024, a screen on my lanai was damaged during their installation. The thing is, I'm not even the customer, the installation was on the house next door. I've contacted this company twice to remedy this situation, once by phone followed by text messages, once by email. Both times I gave them the same details and both times the conversation ended with them telling me they will get back to me, which they have yet to do. And quite frankly I find it a bit suspicious that the second time they had no idea who I was. I get that they deal with multiple customers, but simple record keeping would have expedited the process if that was ever their intent. I already provided them with photos, twice, and its not hard to figure out from the photos that the damaged was caused by the mounting rails they use, likely when they were getting them onto the roof. I feel that I've been more than patient trying to get this matter resolved, but enough is enough.

  

  Business response

  01/06/2025

  Good afternoon ****. I believe our team has reached back out to you regarding this claim. We offered to pay to fix the screen in full in the amount of $150. Please let me know if there is anything else we can do to help! 

  Customer response

  01/21/2025

   
  Complaint: 22672666
  
  I am rejecting this response because:
  The amount is $80, not $150. I responded to the message asking for your company to send a check because I do not feel comfortable giving out my financial information. However, I did not receive a response to that, so given the limited window provided for response and resolution here I have no choice to reject the response until such time the matter is resolved. 
  Sincerely,
  
  **** ****

  

  Business response

  01/21/2025

  I will get with my team and have them send you a paper check. If you would be so kind as to email me at ********************************** so I can ensure we get this resolved as soon as possible. 

  Customer response

  01/27/2025

  Remember, I did not want to give out my financial information so the presented  solution was to give out that and MORE to a third party? 

• Initial Complaint

  09/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Several months ago I contracted to have solar installed. I was charged $1 even though nothing was supposed to be charge until service started. I get virtually no information from them since then. A few weeks ago I get an email starting they don't even have licensing to do the work and were hoping to get it within 2 weeks. Still nothing has been done. It appears this is not even a real company. I have no idea why they are signing contracts if they can't even provide the service. I responded to the email to see what was going on and never heard back. I need to know if this company is even still in business since I can't even reach anyone.

  

  Business response

  09/20/2024

  Hi ******! I know our team has reached out and resolved this. I wanted to make sure we responded here to make sure we met your expectations and that there's nothing you need from us at this moment. Please let us know if there's anything else we can do to help! 

  Customer response

  10/01/2024

   
  Complaint: 22303395
  
  I am rejecting this response because: They were going to give me updates, I received one update which had really no time frame and I'm still in the dark as to when or if the service will ever be completed.  It seems like they were not licensed to sell the product when I contracted and are trying to get licensed.  They say that was resolved but still have no idea what is going on.  In the beginning of Sept they said two weeks and it's now October and still waiting.  I really don't know what else to say, it's completely unacceptable that they have no communication (or limited) over several months.  In addition I was told they would be adding powerwalls in the fall and last I spoke with them they now have no immediate plans to add powerwalls.  Everything about this has gone wrong so far with no ETA for completion.
  
  Sincerely,
  
  ****** *******

  

  Business response

  10/18/2024

  Good morning ******. Were sorry youre having a bad experience. You spoke with our customer service manager **** on October 8th for 33 minutes to update you on the situation. Also, your project was put on hold per your request pending the refinancing of your home. Please give us a call at ************ so we can better understand your expectations and hopefully resolve this. 

  Customer response

  10/23/2024

   
  Complaint: 22303395
  
  I am rejecting this response because:this should have been completed months ago.  When they final got the licensing in the county to do business they applied for the wrong permit and had to reapply.  I did tell them I can't have active construction on the house during the refinance so I would need to wait until after closing.  But none of this resolves the original problem or gives me any confidence in the company to complete the work or even maintain the unit after install per the contract.
  
  Sincerely,
  
  ****** *******

  

  Business response

  11/04/2024

  Good Morning ******! I know you have told our customer service team that you will not remove the complaint until you are installed. I just wanted to respond here to update you that we have spoken to you as of last week, and we are waiting on your ReFi to be completed tomorrow, and **** will be reaching out to you to move forward with your project since there is a hold due to the ReFi. Again, we appreciate your patience and we will get this project completed for you so that we can move forward in a positive light! Please don't hesitate to reach out if you need anything! 

*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. ↩