Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/23/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Windmar energy company has been harassment to install solar panel I was agree from the beginning I tried to contact sales person ****** to cancel cause I had emergency he never answer just sent a messsge saying I will get back to you later he never did now they are charging me $5000 I never install may panels in my property I told them I had to cancel my daughter emergency sales person never contact me after he knew about cancellation he only answer phone at his convenience to get the sale approve really bad customer service I sent email to explain situation I never authorized any installation

  

  Business Response

  Date: 01/27/2025

  Thank you for reaching out to Windmar Solar, as stipulated on your agreement customers have 7 days after signing the contract to cancel without penalty. Your contract was signed Nov 9th,2024; as shown on your text message, you requested to cancel the project on January 14th. By signing the contract, you are stating that you are in agreement with the terms and conditions. If you need to place your project on hold for personal reasons, we are more than happy to assist, however if you would like the complete cancellation, fees will continue to apply. Thank you

• Initial Complaint

  Date:05/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  It all started back in 2021 when a friend recommended us about the business of solar panels (Windmar Homes). The representative that we dealt with was ******. He explained the costs and the advantages of having them installed. We verbally agreed as part of their commitment that once approved and installed, they will provide us any appliance merchandise worth or not over $1,000 -$1,500. The person (******) we originally talked to has never responded and cut us in any form of communication. We had a huge incident (heavy rain) back in March 2023 that our ceiling is leaking uncontrollably. We hired a professional to look what's causing the issue and it was discovered that our solar panels are installed improperly. We have contacted (called and emailed) the company numerous times and no response up to this date. We took an action on our part to get it fixed as we don't want future damages. Now that hurricane season is coming, we are demanding that this issue will get look at immediately as we don't want any future problems/damages. This has been a major nightmare and cause us stress as we are still paying them monthly as part of the contract.

  

  Business Response

  Date: 05/17/2024

  The message is pertaining to another solar company that sold the system to homeowner. (SOLAR PANEL LLC) Also we have not received any calls or emails regarding any leaks at this property.

  

  Business Response

  Date: 05/17/2024

  Thank you for contacting us. After carefully looking at the details of your project we found that your solar system was not sold by Windmar, We apologize for the experience you had with this particular representative but unfortunately it is not with our company. Furthermore, we have not receive any calls from you since your project was completed in 2021. For any issues with your system or leaks please call our customer service office at ************ and we will be happy to assist you.

  Customer Answer

  Date: 05/17/2024

   
  Complaint: 21721641
  
  I am rejecting this response because:

   I have attached the solar agreement that we received. My husband, ******, initially signed the agreement. The solar agreement states that the contractor was Windmar (pages 6 and 7). Windmar was our contractor. We have tried to contact the number and email you provided, but we have received no response. I would like to request that Windmar investigate this issue. 

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

  

  Business Response

  Date: 05/20/2024

  Hello, Windmar home is your installation contractor. Your sales company is a different company, please refer to your solar agreement page 1 at the bottom of the page for details. Any promotional items would also be listed on your contract as well if you refer to page 3 clause 8 where it explains how it works. Please make sure for any issues with the system you are calling our office which is ************. Thank you

  

  Business Response

  Date: 05/31/2024

  We have reached out to this customer regarding their leak issues stated and they have not responded. Evidence attached.

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Solar system installed with the promise that it will lower my electricity payments. The company sent a person to evaluate the amount of panels needed to fill my house electricity consumption. The person determined what I needed and I was told by the the sale agent that it was added an extra panels so I will always be covered and no payment other than the basic fee it will be charged monthly. Never that happened and I am stuck paying for the system and the regular bill around 450 a month. I have contacted the company several times. They have sent their technicians but the problem persist. On their last visit Dec./12/2023 they recommended to call Generac. ******* told me that the only thing they can do is refer me to an authorize dealer but I may charge me. PLEASE HELP

  

  Business Response

  Date: 12/19/2023

  Thank you for sharing. We are sorry to hear about your experience. After looking into your case, I see that we did a service visit on 12/12. The issue with the inverter was resolved. Please keep in mind any system issue must be reported to us in a timely manner in order to avoid it affecting your utility bill. Our service team will reach out to you to ensure satisfaction with service.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I attached a Word document with the exact description of the problem in the "upload supporting documents" section.

  

  Business Response

  Date: 11/21/2023

  Good morning.

  The allegations and information that ****** ******* has provided is false. Beginning of the project we had provided ****** whom is the person who signed the contract(evidence attached) the final design of the solar system. ****** approved the design. (evidence of message attached) We also spoke with ****** to confirm the final installation (recorded call attached). We explained to ****** on that call no documents are needed to be signed on the day of the installation and he confirmed the date we provided for installation. After installation homeowner expressed that they wanted to move the battery location, we gave them the options of where the batteries are able to go based on county regulations. ****** and his mother agreed that they would like the batteries placed on a wall that needed work before we were able to place the batteries there. **** Palacios told us that she would let us know when they were done renovating that wall so we can make the changes that they requested. We have been trying to reach out to ****** and or **** and they have not answered our calls regarding the situation. We sent ****** an email advising him that they are not able to cancel project at this stage.(email attached) We have not heard back.
  

  Customer Answer

  Date: 12/29/2023

  Hello, with a broken heart. 
  Unfortunately, we cannot proceed with the project since our home caught fire this last Wednesday, December 27, 2023. 
  (I’m attaching some pictures.)
  We had already made our claim with the home insurance and it is going take a while, (probably months) until we can get back in the house or the house is green light to start any kind of construction or projects on it.
  Please forgive us for the inconvenience, and we ask for consideration and time for this situation that is beyond our hands.
  
   Thanks you ! 
  
  ****** *******
  **** *******

  

  Business Response

  Date: 01/03/2024

  Thank you for your response. We are so sorry to hear that your home was involved in a fire. We hope your family is okay. We will be reaching out to you directly regarding the situation. 

• Initial Complaint

  Date:09/25/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on June 08 2023 I receive Mr. Abdiel M***** at my home for an orientation on solar system for the home I Iive in. on this date we got to an agreement and sign a contract with sunnova as the financial institution. On June 15 I decided to cancel this contract, this person was evading my calls and due to myself being out of state my wife called a coworker of Mr. M***** to tell him about our desire for the cancellation. I didn't hear from the company or Mr. M***** until august 22nd when I called about the status of the cancelation due to never receive a call or letter dictating this matter. That's when the company advice me to call Mr. M***** because as they directed is the vendor who handles the cancelation. On this occasion he again tells me that he was going to take care of it, at this time I find out that the cancellation never went trough and now i ow a $5000 penalty fee for late cancellation. fast forward to today September 21 that I finally find out that is through sunnova that the cancellation has to be made and of course today is the date of this process not June 15 when I asked Mr. M***** to cancel my contract. During this process Mr. M***** and Windmar solar hide this information from me resulting in the penalty of $5000 plus the fee of $2500 they are saying they have to pay for permits this with out what they want to charge me in other fees. when I told them about the text messages I have from the date "June 15" they disregard this info and inform me that apparently Mr. M***** told them that we got to an agreement. Agreement that I never saw or sign. The pictures below is the conversation between my wife and the other employee she contacted to try and reach Mr. M*****. In there she explains our desire for the cancellation, and is visible the date Jun 15.

  

  Business Response

  Date: 09/25/2023

  The cancellation was not done on time. It was supposed to be done by June 15th.We have a recorded call on the last day that he was able to cancel and he did not cancel . We also sent him a text message on July 6th letting him know that we will pass by to take roof pictures and he texted back "Thank you" . He is trying to not pay the cancellation fees, homeowner signed the contract in which he agreed to all terms and conditions.

  

  Business Response

  Date: 09/25/2023

  We have already provided our response to this matter. As mentioned before, your concerns were addressed by your solar representative on June 15th and you decided to continue with the project. On July 6th you also agreed for us to come by and take pictures of your roof. There was no cancellation done on or before June 15th. 

  Customer Answer

  Date: 09/25/2023

  The day the person of the roof went to the house was on June 14 and submitted the document for the plan on the panels the energy solution was insufficient and that’s why we wanted to cancel. All of this happened on the date of the messages, June 15. It is not fair or my fault that the representative didn’t submit the paperwork on time and on top of that he maliciously hide information from me to cancel this order. 

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was literally promised everything to make the deal, and now I have two bills , the financing of a $53,000 system AND my electric bill. I was told I would not have an electric and would produce so much energy that the electric company will be kicking back a check to me at the end of the year. Furthermore I was told that they would pay the difference to increase my home liability insurance to $1,000,000.00 policy for the installation only. They did pay the difference, but now that it has expired my electric company is demanding I renew the policy as it's mandatory have and not just only for installation. I had the panels installed with the truest intention to help "go green". All I want is for all if to go away, wether it be taking the panels away (make sure roof is sound after), or have the financing taken care of. It's sad that companies take advantage of people with misleading/false information and promises.

  

  Business Response

  Date: 12/07/2022

  Good afternoon ******,
  
  Thank you for reaching out regarding your concerns, We have had a conversation with you over the phone and explained to you your solar sales company is "Solar Panel", we were responsible for the installation portion of the system. We also advised to you that your system is performing wonderfully however due to your consumption being higher is the reason why you are receiving bill higher than expected. We also suggested you work on lowering your consumption as the difference is not drastic. In regard to your umbrella policy, we advised we would cover the first year only, if your utility company is requesting, for you to renew the policy that would be at your discretion. We can provide the contact to the insurance agent that we work with if you wish for them to assist you in renewing your policy at your expense. We truly appreciate your feedback and I hope this information was helpful.

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Thank you for reiterating your scripted response when addressing this concern you have with with multiple clients, across this common issue your organization has a history of. The dereliction of your organization is what will be leading to additionally filing complaints with **** ************ ***** Representative, ***** Attorney General/Bureau of Consumer Protection, on our experience with the solar sales companies and the deceptive practices. Furthermore we will be proceeding with legal action on a misrepresentation lawsuit, and not limited but up to including a class action lawsuit for reparation of those whom have been taken advantage of. Despite claiming that "Solar Panel" is the sales company (TO BBB please help me track "Solar Panel", as they can not be found, to file the same complaint), they are your **************** and the definition as follows: **************** "means any person or legal entity that is authorized by COMPANY or its Affiliates and Sublicensees by any kind of agreement to market, promote, distribute or sell, or otherwise dispose of, ******** Products and/or ******** Services to a Third Party in a first commercial sale at arm's length transaction without violating this Agreement or the *** Patent Rights. Sales Partner shall not include wholesale distributors who purchase ******** Products from COMPANY or its Affiliates and Sublicensees in a first commercial sale at arm's length transaction for further resale, and who have no other obligation (including without limitation any obligation to share costs or revenues, or a reporting obligation, or responsibility for sales and/or marketing efforts in a country) to COMPANY or its Affiliates and Sublicensees". This means you are equal to and up to greater than, "Solar Panel" to share responsibility and accountability. I will not continue to entertain your suggestions after this response as the public deserve to know, but our routines have not changed therefore there is no increase in consumption, and again this is what you tell all your customers after the damage is done and you have collected payment. Quite the opposite was expressed at the sale point, in fact we would produce so much energy that our electric company would owe us money. As fort he umbrella policy, again we were advised that this would be for installation purposes only and would not be something that must be kept current (of course you could not execute installation without providing proof to the *** and local electric company. Floating $500.00 in exchange for $53,000.00, all the pun intended, "what a steal"). I already have the contact information to the insurance agent "you work with" (sounds like a well thought out enterprise), I do not need your assistance with that, and advise you amicably redirect your assistance towards what righteously is due. I highly recommend that you escalate this particular matter up your chain of command, while you can, so that your management executive decisions are not question on the level where it could have been resolved without impacting your organizations future sales (bad publicity), without the cost of litigation, and without having to file for a DBA in order to continue business (bad publicity). Be it known that, this is not the path I wish to go down, as hard working Americans we all (including you/Windmar/Solar Panel) have the obligation of executing a task, function, or a job in order to secure our futures; but morality is what always tips the scales, physically, mentally, emotionally, spiritually, and of course legally. Circumventing reversable damages is unethical and un-********. I wish you and your organizations the best in your future endeavors.

  

  Business Response

  Date: 12/12/2022

  Thank you ****** for your response, We suggest you refer to your (contract) as this will clarify the agreement between us (Windmar Home) and you the consumer. This agreement constitutes the entire understanding between the Parties, and further terms. On the first page bullet point #6 you will find the terms and conditions regarding the umbrella policy. Windmar home shall warrant upon notice any service or repairs you may need in the future along the guidelines of your contract to ensure maximum production of your solar system. Our customer service team is here to answer any questions you may have in the future, we appreciate your feedback.

• Initial Complaint

  Date:10/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a solar system that was installed a year ago. It has not worked properly the entire year that I have had it. You can never speak to a supervisor and it's only email communication. They have a customer service manager that handles everything and then doesn't really know how to handle it because she isn't specialized in what needs to be fixed. I want the system to work as it is supposed to and if that is not possible, I want Windmar to assume the loan/pay it off.

  

  Business Response

  Date: 11/21/2022

  Business Response /* (1000, 5, 2022/10/21) */ Good Afternoon******, Thank you for your feedback, our service department has been working your case diligently to be able to come to a solution. We have made several visits and the part has been changed multiple times without solving the issue, our service team is now working along with the manufacturer of the equipment to review the case and provide and alternate solution. We understand this issue does not affect the production of your system however it is a matter that we want to be able to help you with. Once the case is reviewed by the manufacturer, we will be communicating with you to let you know what the best course of action will be to help solve this issue. We apologize for any inconvenience this may cause and appreciate your patience while we work to try and find a solution. Consumer Response /* (3000, 7, 2022/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The specific part in question controls if my house has hot water or not. This blasé response is absurd. As you've stated, the company has had to come to my house multiple times to correct issues. One of which was when the outdoor main panel was installed incorrectly and then had to be moved. Leaving holes in my hardie board. The patch job is disgusting. The production of my system is indeed compromised as I am constantly on and off the grid. My electric bill has not decreased with the except of a few months. My neighbor has the exact system and pays no more than $50 a month for his electric and that was when first installed. He currently pays $14/month. Generac should have been contacted months ago. When Windmar started paying the difference of my electric bill is when Generac should have been involved. Harry has told us to contact him directly and we are never able to as customer service tries to bypass it. "The only way we can contact him is email". It's like Windmar's staff doesn't think anyone else is in the workforce. All around the installation, communication and process have been horrendous. I cannot in good faith recommend this company. Business Response /* (4000, 9, 2022/10/24) */ Good afternoon******, The SMM is the part we are referring to; we have emailed you previously explaining to you why you're experiencing the issue at hand. The SMM is designed to take up to 100 amps and your water heater demands more. Like I have already mentioned we are awaiting Generacs communication to see what the best course of action would be. Furthermore, the patch job that you are referring to; please feel free to email me pictures so our team can reassess the job and make any corrections needed. In regard to your production concerns, we have emailed you an energy study so you can better understand how the system productions works and how we determine that your system is producing correctly. We apologize for your dissatisfaction with communication overall, we have been responding to all your messages and questions, as we have received them.

• Initial Complaint

  Date:06/16/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  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.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  on 7/23/2021 I agree for the installation of solar panels in my house from the very beginning started having problems with the solar not working .I contacted the company Windmar and a crew was sent for the first 3 visits they left without solving the problem. I continue to call until I got a response they acknowledge the problem and reimbursed some of the money I already paid on the system and promised to fix it. The crew showed up and changed some parts and assure me that it was fixed ,the very next day I was having problems again . I called the company without success .I contacted the sale person who gave the number of the sales manager ,I called and he promise that the problem it will be taking care. Crew showed up work on the panels and told me that they found the problem. The next two days it work and again the problem was back the panels are not producing energy and a message of an error was displayed. Called the company also called the sales manager and got no respond left several voice messages and also texted to the sales manager without any luck . Contacted the sales person and he said that he has tried to help me but has no luck either. I am currently paying on a system that do not work and don't what else to do. Please help me the debt is around 50 thousands and I got stuck with two bills

  

  Business Response

  Date: 07/29/2022

  Business Response /* (1000, 5, 2022/06/17) */ Contact Name and Title: Mara B***** Contact Phone: 407-308-0099 Contact Email: [email protected] Mr ******** System has been turned on since December 23rd. Roberto had reached out to us in March to report issue being experienced with his system. We then made sure to get our service department out to fix these issues. Roberto was reimbursed for the time that his system was down. Since then, We have not receive any calls or emails from Roberto as of now. Today , I reached to Roberto via call with no answer and emailed him to further assist in any current issues.