Complaints

• Initial Complaint

  07/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a $50,000 solar system installed in 2020 by EMS Contracting Corp. The agreement stipulated that there was a 20 year warranty on all equipment and that the system would be monitored by EMS and if any part of the system failed, a technician would come to repair the system automatically. I was also guaranteed 1 free roof removal and re-install in the event that my roof needed to be replaced. I have since had 1 of my 3 production branches of my solar system fail completely (see attached image) and all attempts to contact EMS Contracting Corp have resulted in no ability to contact. Phone disconnected, website deleted. I was able to contact the original salesman who apologized to me and stated that if he knew that the owner of the company had no intention of honoring the agreements, he would not have worked for the company. I have contacted Enphase Co. directly and they have helped me as much as they can to try to contact a legitimate installer to support my Solar System. Unfortunately, most companies will not support a system they didn't install. I am stuck with a system that is producing at 66% of it's intended output and still paying on a $50,000 bill.

  Business response

  07/24/2024

  We are very sorry that you're having this issue.  Please txt or call ************ so we can assist you as quickly as possible. 

   

  Customer response

  07/29/2024

   
  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.

  I spoke with Steve from the company and we had a good discussion.  He was very helpful to resolve the issues I have.

  There was come confusion with the contact information on my Enphase site that made it impossible for me to contact the company prior to submitting this issue.

  I now have the correct information and everything is resolved.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  09/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EMS is installed my Solar Panels 3 years ago and I am having an issue. Both Enphase and myself have reached out multiple times with no call backs or emails. I need EMS to contact me.

  Business response

  09/07/2023

  We are sorry you are experiencing this and will do whatever we can to help.    The dedicated help line is ************.  Please feel free to call anytime and we will assist in every way possible

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called my electric company because my electric bill was very different from what it was. The electric company said that the solar system doesn't work and they're not receiving any information from my system. I called EMS, but nobody answered the phone. I left a voice message and a text message, and the next day I received a text message saying they were not in service anymore and I had to look for another installer or look at ******* for information on how to fix my panels. They closed the company. I never got any email, letter, or phone call with that information. They shut down my system for almost a year, and I don't know about it.

  Business response

  01/22/2024

  Our apologies you received this response.  Please call ************ in the future so we may provide assistance

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is the second time a make complaint with EMS ContractingCorp.(Solar Panel)The first time was August 2020 and the case No ******** was *********************** mediation Arbitration Specialist in this time and now we pay FPL electric bill over $180.00 plus loan for $240.00 (panel solar).Last saturday 10,2023 my neighbor call me 4pm because he said the main panel start smoke and fire he call 911, I arrived my home 30 minutes later and FPL,Firefighter was outside both explain to me the panel solar connections was wrong and suggest call electrician FPL person take out a meter to preven fire. I call the *** Company and I can't lived my message.so I call the Finance Company (MOSAIC) they give me a phone number and call and live message but I waiting to tuesday and no call me back.The same day I called MOSAIC again and talk with ******* she promise to call and send message,next day call me Steve ************** and he said call a electricianand when is my home call him.,I call many companys and everyone said them no want to touch conecction with solar panels because we going to losse our warranty.I was talk laiter with Steve and he said resolve power light and later he going to check solar connections.I hired ******************* and when with when to Bradenton City,a employee said you air condition and panels was installed 2020 they"re take permision but never call back for inspection.The ******************* installed new main panel but the report explain the damages on the main panel was caused improperly installed.

  Business response

  06/28/2023

  This is a very unusual circumstance.  If we can assist, please call ************ so we can provide assistance.  

• Initial Complaint

  10/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We installed solar panels in October of 2021 with EMS solar at a cost of over $40k. Since the beginning it has been nothing but problems with them as soon as they had a signed contract. The first issue was with the insulation company who they refused to pay and caused the company to harass my family looking for payment. The next issue was that it took them well over 3 months to actually perform the install. This company and it's manager/"owner " Steve have horrible customer service and are actually quite rude. My panels starting August of this year 2022 until now are not working at all and haven't produced any power. We reached out to Steve to have him basically tell my wife that it was not his problem or responsibility to fix the issue, he told us to hire an outside company to diagnose and repair my system at my expense. This is ridiculous the system isn't even a year old. I reaches out to my sales rep who informed me is owned over $30k by EMS therefore no longer works there. I need help and don't know what else to do. Without these panels my power is over $550 a month.

  Business response

  10/11/2022

  Unfortunately, in some occasions, there are delays in the solar service and installation processes.  Please call ************ for any assistance.

  Customer response

  10/13/2022

  Complaint: ********
  
  I am rejecting this response because:

  How is it that this company can get away with selling this system installing the system and less than a year later leave me high and dry with no support and have the audacity to tell me to pay someone else to fix it. The system is financed it should also be covered and serviced by the company who sells and installs it.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  08/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  EMS installed a 80gal hot water tank on 11/24/2017 which is still under warranty. They also put up a solar panel and a couple other items at a total cost of $22719.45. We recently notice that the bottom of the tank was rusting out and water was seeping out from under the tank plus the tank is starting to lean forward.we had a certified plumber come over to give us a estimate on replacing it and at that time he explained that this tank was improperly installed and he gave a estimate of $3000.00 to replace it correctly. We have spoken several times to Steve the owner of EMS. He said he could help with the warrantity claim but labor will not be covered under the warranty. We trusted his company to install this tank correctly (which they didn't) We feel it's his responsibility to back-up his company's work and hire qualified plumbers. To replace tank at NO cost to retired veteran, l personally can afford the added cost of replacement because of shoddy work!

  Business response

  08/23/2022

  We apologize for the service issue you experienced with your equipment.  Please call ************ for assistance.

  Customer response

  08/26/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The licensed plumber didn't even pull a permit for the solar panel, so who inspected the hot water tank and said it was installed correctly? By the way what company installed the solar panel and the 80 gal hot water tanker and what's their license number, All the paper work we have has your company written all over it. The license plumber we have come over for a estimate noted one of the big factor was there was no place for the water to escape to because of the 80 gal tank was sitting in a plastic pan with one outlet approximately 1 inch from the bottom of the bottom so common sense will tell you that the tank is sitting in 1 inch of water until it evaporates., so that's why the bottom of the tank has rusted out.

• Initial Complaint

  02/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a Solar energy system for my home from this company. The job is complete physically but there are certain things which were part of the installation a guaranty which are not. They were supposed to set up an internet monitoring for my system and connect it to the software on my phone. Also, they said that within 5 years of the install, they would at no charge remove the system from my roof and remount it in the event of my needing a new roof. I have been trying and trying to call them for the past two months because my insurance company requires that I have a new roof installed. I cannot reach these people any longer because the phone says it is disconnected. I am ready to purchase my roof but I am unable to have the system taken off the roof and reinstalled.

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/02/08) */ Thank you for your complaint. Unfortunately this is not accurate at all. The same number we have been using for 10 years XXX-XXX-XXXX is still functioning today and we informed the homeowner of his need to call the manufacturer, over 1 year ago, to change the email on file with them. Please remove this Consumer Response /* (3000, 10, 2022/03/16) */ After many months of continuous calling the EMS Construction, They did not return any calls about my problem. Finally when I filed a complaint with the BBB, the owner Steve called me and started yelling at me for filing a complaint with the BBB and he says I did not call the correct number , however I left messages to a voicemail which clearly identified it was a correct number. He had other numbers as well but they identified as apparently disconnected. Upon hearing my problem, I was accused of basically lying about my problem. we were able to move forward with an agreement which said he would give me price quotes on a roof installation with removal and remount of my solar panels and that he would get back with me with the numbers. He also insisted that I remove the complaint from the BBB before he did anything. He acted as though this was my fault and he was without fault. Also, the complete installation was never done originally because the monitoring system on my iPhone was never set up and they promised numerous times (Elizabeth) that they would make an appointment to do so. Steve is blaming me for his incomplete work and the salesman lying to me with regard to the free dismounting and remounting of my system should I need a new roof in 5 years. He even emailed me the name of the person at BBB who might be able to remove my 1st complaint. I am looking for the quote he promised as well as the connection to my iphone so the system can be monitored as was promised. I will not remove the complaint until the problems are resolved to MY satisfaction. $30,000 system! Contact by the business; Finish the job Business Response /* (4000, 12, 2022/03/17) */ Attached is the agreement clearly indicating the service Kevin requested was never paid for. Everything included in the agreement has been installed and they system is functioning. Also attached is the very unpleasant voicemail I received from Kevin regarding this. I requested that Kevin call the manufacturer direct and find a different contractor moving forward.

*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. ↩