ComplaintsforMaximo Solar

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  panel system installation. After system was installed on 3/6/2021 have tried to contact and have the system serviced for problems. Calls are answered and tech scheduled to come fix but the techs never show up. callbacks never get done. Needed a engineer to survey the installation for some modifications and still no call back after almost 4 months. Warranty service after installation is no honored.

  Business response

  04/27/2022

  Business Response /* (1000, 5, 2022/03/22) */ Upon evaluating the customer request, we proceeded to verify the customer project. In our records we identified that a free service visit was performed in January 2022 for this customer to verify the solar system functionality. Our technician visited the customer house and verified the system. The system is working well and all the voltages were in normal range. The technician identified that the production of the solar system is being impacted by the shade of some trees around the house. Our technician contacted Enphase for troubleshooting and also Enphase identified that the solar production has been impacted by shadow caused by surrounding trees. During the sale, the customer signed "Maintenance and Upkeep Acknowledgement" where he understands and accepts that tree removal and/ or trimming is required to provide sun exposure to photovoltaic system. Also on the site survey, the customer confirmed that he will be cutting all the trees in order to maximize the sun exposure to the solar system. Our suggestion to the customer is to cut all those trees that are reflecting shadow to his panels in order to maximize the solar energy production. Please find attached the signed acknowledgement, evidence photos of the tree and also the email of Enphase where they confirm about the shadow. Consumer Response /* (3000, 7, 2022/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service call was done past January 2022. If service technician did ir didn't show up that's up to debate because I was never contacted. I also asked for a engineer to evaluate the relocation if the solar panels that are being affected by the shadows of the 1 tree left in the yard. The engineer never called or contacted me in any way to discuss the relocation of the affected panels. There is soace in the rooftop for them to be relocated where they will perform better because the tree from day one i explained to them ,that tree was not going to be touched but all other trees 5 to be exact were removed but the tree in question was never taken into consideration during the design of the system even though there was soace available on the roof to set them. I even asked the crew that installed the system and they explained that they had the latest blueprint from the engineer still without taking into consideration the tree that was going to be left untouched. Business Response /* (4000, 11, 2022/04/06) */ Per mentioned in the previous message , our technician visited the customer house and verified the solar system functionality. Please see attached the evidence of the visit and also the email from Enphase Energy where they confirm that the system is producing correctly that the issue is the shadow that this house has on the roof. During the sale the customer signed the "MAINTAIN & UPKEEP ACKNOWLEDGEMENT". In this document the customer agrees to maintain and upkeep areas surrounding the photovoltaic system in such a way to maximize functionality not limited to tree removal or trimming. Also, by signing this document, the customer understands that tree removal and or trimming is required to maximize sun exposure to photovoltaic system. Please see the attached document. About the solar panels relocation, the only available space on the customer roof is facing the north side. In the northern hemisphere, the general rule for solar panel placement is, solar panels should face true south, east or west. Our engineering department made the solar design based on the upkeep acknowledgment that the client signed during the sale. Our suggestion to the customer is to cut the tree as he established in the agreement in order to increase the solar production.

• Initial Complaint

  01/28/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Since the system was installed I have been in constant communication with Maximo Solar because the system NEVER produced the amount of energy to fulfill what they promised. In my house, the energy consumption had been the same before and after the system purchase. The system only produces around 50 percent of the energy consumed so, I always end up having 50 percent or more of energy imported from the energy company as a result of this I paying more for energy than I was paying before. They said that everything is working fine and the issue can be a result of more consumption, which is not true. I completely believe that the calculation made by the seller was way off of reality. I'm sure they will respond soon with answers based on the contract, I can see here in BBB that is the way to operate and always win.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/02/02) */ Maximo Solar is an over 10 years experienced solar company that is committed with all its customers. As soon as we received the BBB message, we proceeded to create a production analysis to verify the solar system functionality. This analysis created for this customer demonstrates that the installed solar system sold per contract is producing according to its contractual specifications established by the manufacturer. For the 6 months analysis, we used a professional solar tool that estimates the solar production. This helps to estimate the energy production of solar systems based on the geographic location where the system was installed. In the attached 6 month Analysis, it is evident that the solar system energy production matches the energy production estimated by the professional tool. Per established in the customer contract " energy consumption oscillates constantly depending on energy-consuming activities in the household. That means that Maximo Solar cannot guarantee any energy bill because we cannot take control of the customer's home energy consumption. Maximo Solar as an act of good faith performed a totally free service visit in 2021 to install Enphase Consumption CT Meters to the customer house so the customer can have a clear view of the production vs consumption energy of his house. If you look at the comparative chart, it is evident that the customer home energy consumption is higher than the solar energy production although the solar system is producing per the manufacturer specifications. If the customers want to decrease their home energy consumption, we suggest to the customers to add/replace with high energy efficiency equipment. Another option is to increase their solar system size in order to match their solar energy production with the home energy consumption. Consumer Response /* (3000, 7, 2022/02/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings, Unfortunately, The answer from Maximo Solar did not respond or match my first statement. The issue in question is not the equipment performance established by the manufacturer. The issue resides in the study of energy consumption completed for planning the system required. When a vendor visited us only use one bill from the FPL (Utility company) in order to match the consumption with a system that provides the amount of energy to cover the necessities. The energy fluctuation and production of the solar panel is understandable but is impossible that the energy consumption in the house still the same as before installing the solar system and the system only produces 50% of that consumption every day. Absolutely its evident that the consumption of energy shows higher than the production of the system and exactly that is the problem because if the consumption based of kWh it's the same prior to installing the solar and after the installation the system should cover the daily consumption with an exemption of the days that environmental factors (cloudy days, etc.) take place. Now to prove my point of the I attached the graphic of the study conducted for the system planning and the information about saving between the utility bill and the solar payment. Maximo Solar / BBB if you want to compare I can provide FPL months comparison of actual consumption with the year prior consumption that's shows that in my house we still consuming the same amount of energy even prior to the solar system. Business Response /* (4000, 9, 2022/02/25) */ Maximo Solar cares about all of our customers. After Analyzing all the project details we can confirm that the solar system is working and producing energy per establish the manufacturer. However, we noticed that the customer needed to install some high efficiency equipments in order to decrease their home energy consumption. We advice the customer to revisit a call to our office, to confirm if these equipments were install and configured correctly to maximize their efficiency and lower their energy consumption. Consumer Response /* (4200, 11, 2022/03/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings, Call will be made, but the installation of the energy efficiency equipment wasn't part of the viability study for the energy saving. In other words, the system should covered the energy consumption as indicated even devices wasn't provided. If the additional energy efficiency devices are taking in consideration for this issue this mean that the study wasn't accurate, ending in an error at the time of recommend the amount of panels. Business Response /* (4000, 13, 2022/03/10) */ Greetings, Installing High Efficiency equipment is a common practice in the solar industry that help's customers to decrease their home energy consumption and by that reach a higher coverage of their need. Did you install the High Efficiency add ons offered to your solar project? Consumer Response /* (4200, 15, 2022/03/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Greetings, It's completely understandable that the use of energy efficiency equipment will low the energy consumption, but this it's not the point, the point is that the system installed in the house don't produce the amount of renovable energy mentioned in the viability study. ( as mentioned in the document attached in the prior comment) The consumption in the house still the same prior and after the system installation and the system not generating more than 50 or 60 percent of the dialy consumption. So, if the system working normal as you prior mentioned that mean that your company didnt sale the right amount of solar panels required. To answer your question the energy saving devices are mounted, and again energy efficiency equipment wasn't part of the viability study conducted to identify the amount of solar panels required. Please don't deviate from the issue using the energy saving devices. If you want to close this case we have an easy solution, conduct the study again and provide the difference of the correct ammoumt of pannels without cost. Business Response /* (4000, 17, 2022/03/22) */ Greetings, Maximo Solar is an experienced solar company with over 2,000 solar systems installed. Great to hear that you installed the add ons included on your project. It's important that those add ons were installed and configured correctly because if not, it will not maximize their efficiency and lower their energy consumption. As we mentioned before is a common practice in the solar industry to offer add on to decrease customer energy consumption. The equipment that you agree to purchase is working at its max capacity per establish its manufacturer. Again we advise the customer to revisit a call to our office to discuss the add ons configuration and also refer to the sales department so they can offer a special price for existing customers in the case you choose to add more panels to match your energy consumption.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchase solar panels for my house through environ solar company. Maximo solar were the installers of the panels in my house roof, which I have tile roof, eventually some roof leaks appear in the the ceiling.. I called Maximo solar to come and fix the leaks, and they said that they are not responsible for the leaks, in which they were the ones who drilled the roof, and made the installation on the roof.. I spoke with them again, and their response was the same.. I have a 10 year warranty on the whole system including the installation.. I am still dealing with the leaks on my roof, because they don't want to come and fix their mess.. Bought the system like about two and a half years ago

  Business response

  11/24/2021

  Business Response /* (1000, 5, 2021/11/10) */ Upon evaluating this request we proceeded to verify all our signed customer contracts. Unfortunately, Maximo Solar does not have any signed contract or financing with the name of Fanny Ogando. In this case Enviro Solar is the responsible for the 10 years warranty that Fanny Ogando is mentioning. Maximo Solar Offers services for external people that has solar system. Per our records an external service was performed to this customer to verify his solar system functionality. After the service the system was left working normally.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a solar panel system from Maximo and they said I would not have an electricity bill, that's hasn't been the case. Now the system has stopped working and I've been attempting to reach them and they do not answer the phone nor do they call you back. They have deceptive and misleading sales tactics and they don't answer the phone.

  Business response

  10/22/2021

  Business Response /* (1000, 5, 2021/09/30) */ Upon evaluating the customer request, we proceeded to verify the customer project. In our records we identified that a service case was created and cancelled for this customer. The service cancellation reason was because we called multiple times and our calls and voice messages were never responded. We verify the customer solar monitoring system. IN effect is not showing production. This issue can be caused by an internet issue or system malfunction. We identified that the phone number provided to us on the sale is not the same on BBB customer profile. Maximo Solar is committed with all its customers, by that we will reach out the customer to the new phone number available in her BBB profile in order to schedule a service visit.

*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. ↩