ComplaintsforFlorida Solar & Air, Inc.

• Initial Complaint

  06/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is *******, the owner of the property ************************************************ Beach Florida, *****. I signed a contract with Florida Solar and Air,INC to do my roof in November 2021 for ********* . They are finally do the roof between August and September 2022. Afterwards, I did not sign any contract change before work done, they did not send me any bills after work. They just go straight put Lien on my House for *********. I paid the amount that I sign in November 2021 the *********.I did not sign for any other amount. I don't know where that price come from.

  

  Business response

  06/06/2023

  We hope this response finds you well. We have recently received your complaint regarding the roofing project we undertook at your property. We understand your concerns and would like to address them in a clear and transparent manner.

  
  To provide some context, we would like to reiterate the timeline of events leading up to the current situation. The contract for the roofing work was signed in November of 2021, and in December of 2022, we received your approval to proceed with the project. In July of 2022, we obtained the necessary permits, and you agreed to schedule the installation for August of 2022.

  
  During the process of replacing your roof, our team discovered extensive damage to the underlying structure. As discussed in your contract and per Florida Building Code regulations: FBC 2020 7th Edition Section 706.3.1, "New roof coverings shall not be installed without first removing all existing layers of roof coverings down to the roof deck where any of the following conditions occur:
  1. Where the existing roof or roof covering is water soaked or has deteriorated to the point that the existing roof or roof covering is not adequate as a base for additional roofing", it is mandatory for us to replace the damaged wood before closing the roof. We were unable to determine the full extent of the damage until we began the tear-off of the old roof.

  
  Throughout the project, we maintained open lines of communication with you through text message and phone calls, informing you about the extent of the damage as we uncovered it. We believe it is crucial to keep our clients informed every step of the way, especially when unforeseen circumstances arise that *** impact the project scope or cost.

  
  Regarding the payment, we would like to clarify that the item-specific pricing in the contract was agreed upon by both parties before the commencement of the work. We included a clause in the contract to address the possibility of unforeseen damage after the tear off begins and the need for additional repairs or replacements.  We detailed this over the phone prior to sending this to legal and you refused to make a payment arrangement.

  
  Due to the substantial damage found, it was necessary for us to complete the replacement of the damaged wood. This additional work was undertaken to ensure the structural integrity and long-term durability of your roof. We understand that the situation *** have caused inconvenience, but it was essential to adhere to the Florida Building Code requirements and ensure the safety of your property.

  
  We empathize with your concerns regarding the increased costs resulting from the additional repairs. However, we firmly believe that the unforeseen damage and subsequent repairs were necessary and clearly outlined in the contract you approved. We acted in good faith, maintaining regular communication and providing updates throughout the process.

  
  We would appreciate the opportunity to resolve this matter amicably. If you have any further questions or would like to discuss the situation in more detail, please do not hesitate to reach out to us. We value your satisfaction as our customer and aim to find a fair resolution that addresses your concerns while also ensuring the completion of the project as agreed upon.

• Initial Complaint

  05/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have contracted Florida and Air in April *********************************************** ************** Florida. ** march 2022, I contacted the company to mention that my Unit has been leaking and that since it was still under warranty, it needed to be repaired. ********************** confirmed that the unit was leaking. When Florida solar and air came they said that the unit was fine and that it was just a thermostat issue. So they went ahead and replace the thermostat. The unit kept on malfuntioning for the most of the following year and we kept on calling them. Today we finally called another company that confirmed the leak and that the unit should be replaced. When I contacted the manufacturer, it turns out that Florida Solar and Air never registedred my warranty and therefore I am not eligible for the 10 years like they had promised. I have spent **** of dollars with them last year for a problem that they denied existed . They have also assured me of a 10 year warranty while they in fact never registered the unit. I am looking for them to refund all the services call over the last year as well as cover a portion of the ** unit replacement

  

  Business response

  05/17/2023

  We appreciate you reaching out to us regarding the customer experience with our company, ********************************************* and Air. We apologize for any inconvenience caused by the issues the customer encountered with their ** unit. We would like to address the customer's concerns.
  
  Upon reviewing the client's account and the details you provided, we acknowledge that there was a misunderstanding and miscommunication regarding the nature of the problem with the ** unit. We understand that the customer reported a leak in March 2022, and while ********************** confirmed that the unit was leaking, we do not know when ********************** performed a site visit in 2022 or 2023. The customer did not provide this information. Our technicians also diagnosed a leak at that time, and we determined that it was a freon leak outside at the liquid drier. We fixed it by replacing the liquid drier, cleaning the evaporator coil, and recharging the system. The repair was performed, and the customer paid $1035 for the service.
  We want to assure you that we take customer satisfaction seriously, and upon learning about the ongoing malfunctions, we promptly addressed the situation. After receiving the customer's complaint, we took immediate action and fixed the ** unit the very next day. However, we understand that the customer had already made the decision to install a new ** unit with another company.
  Regarding the warranty, we deeply regret that there was an oversight on our part in registering your warranty with the manufacturer. This mistake prevented the customer from benefiting from the full ******* warranty that we had promised. We sincerely apologize for this error and understand the customer's frustration. However, ********************************************* and Air provides a full 10 years of warranty and covers any expenses that occur during this period for the client on the ** unit we provided and installed.
  In light of the inconveniences the client has experienced, we would like to offer a resolution to address these concerns. We are willing to refund the $1035 for leak service repair to the customer as a gesture of goodwill. Additionally, we understand that the customer has decided to remove our ** unit and install another one. While we regret that the customer did not give ** the opportunity to rectify the situation, we respect the client's decision.
  However, it is important to note that we did not receive any documentation from the customer regarding the unit leak that was reported to exist during this most recent service. We would like to receive any documentation or evidence supporting the customer's claim.
  Once again, we sincerely apologize for the inconvenience caused and any frustration the client may have experienced throughout this process. We value client feedback, and we are committed to continuously improving our services. If you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate your understanding and look forward to resolving this matter to the customer's satisfaction.
  Thank you for your time and consideration.

  Customer response

  05/18/2023

   
  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

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They called me because my sister-in-law called or emailed them in response to a "special" they were advertising. She knows we were getting estimates for reroofing. Because they used her name when they called, after explaining to their representative that we already had estimates, but had yet to make a decision, I agreed to set an appointment with them so they could give us another estimate. They called several times to confirm the 5 PM appointment, including at around 3:45 PM today. However, for the first time, they asked if my spouse would be here for the appointment. I had rearranged my schedule to be available at 5:00, but my wife had her own appointment elsewhere. I told that to the rep when she called at 3:45. She then told me that my spouse had to be there. This was the first time I had heard of that requirement. Had she told me that upfront, I would not have made the appointment. My wife is a very busy realtor so scheduling time together is problematic. I am also aware of the high-pressure sales tactics used by companies once they get into your home. As I mentioned earlier, I had explained repeatedly to the rep that I only wanted a competitive estimate and thereby give them the opportunity to earn our business. They ruined my plans for the evening. They wanted to reschedule but I refused. The problem with getting my wife and me in the same place during business hours or even in the early evening, would not be going away, but mainly, I did not want to do business with a company using deceptive sales tactics.On behalf of the community at large, I want the company chastened against this kind of deception.

  

  Business response

  02/17/2023

  ****************,
  
  
  Florida Solar and Air takes pride in customer satisfaction. Our calls are recorded for training purposes and quality assurance. We take pride in being a highly rated home improvement contractor in the industry.  Listening to the call my staff did not request for both decision makers to be present upon scheduling the appointment.  We do encourage all decision makers on evening appointments for customer that are further into the decision process.  A customer who just started the process we book appointments in the morning and afternoon and we don't require both decision makers to be present.  These are free in-home inspections where we provide a proposals to you (the customer).   Even though there are fees associated on our behalf to do this, there is not a fee to you. We discourage customers from receiving a proposal online without a proper inspection of the property as that is an "ESTIMATE" when an in home inspection is provided we create a more accurate proposal as we are able to see damaged fascia, if any truss reinforcement would be needed, or termite damage, stucco flashing that my be needed and we do a in-depth inspection for leaks to make sure any additional decking (plywood) that is visibly damaged is included in your proposal. I would love to personally meet with you and share the knowledge and details that will be needed for your roof replacement even if we are not a good fit for you so that when you are ready you know exactly what you will need to do this project correctly. 
  
  
  --
  Best regards,
  
  ***********************
  Vice President of Sales
  Florida Solar & Air, Inc.
  www.solarandair.com
  Dade: **************
  Broward: **************
  Palm Beach: **************

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  $40,000 worth of solar panels were not installed properly and company is a ghost. It has taken several months to get an electrician to repair panels that are still not working 6 months after install.Their electrician does not show up on time or at all. This is the 4rth time they have claimed that my panels are working only to find that they are not. I never recieved a phone app to monitor panels. My bill shows no indication that I am producing any power from solar.

  

  Business response

  01/16/2023

  We signed a contract with **************** in May of 2022.  We obtained a permit and proceeded with the installation in August and got final inspection in September of 2022. Once the meter changed by the power company we had difficulty meeting ******************** expectations for activation.  We were late for one appointment and rescheduled another.  This was frustrating for **************** since his work schedule is demanding but we were able to schedule and perform the activation.  Although the system was activated and confirmed working, **************** had his internet provider changed and the system was no longer uploading to the cloud for him to see that it was working.  Since the system was not connected to the cloud, it was not getting vital software updates.

  We met with **************** at the property on January 11th and were able to update the router password, connect the system to the cloud, and perform the necessary software updates.  Since the system had been disconnected from the cloud for so long, the upload of back data is still being performed.  For each day the system was offline and working in the background, the system takes about an hour to upload that data.

  We also resolved our issue with communication with *****************  Although he felt he was being "ghosted", our phone system showed 26 outbound call attempts.  When we met with ****************, we agreed to communicate via text.  Updates and communication has been successful since.

  While at the property performing these updates, we noticed that a certain upgrade option that **************** had selected was not installed.  We advised him of this and have scheduled the work to be completed on January 18th.  This should resolve all issues for *****************

  We remain committed to customer service and are willing to address any concerns **************** may have now, and in the future.

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my roof-re-roofed in august 2022 with a concrete flat tile roof- august 24 2022 was the first time I contacted the company- the paint on my was house where the flashing was installed was damaged-removed-aesthetically very unsightly and not as it had been at the start of the project- also a much larger issue he tile that was installed by the flashing in 3 sites-the tile is lifting off of the roof- it was not laid flat with the other tiles and looks absolutely awful- I drove around neighborhoods to visualize their flat tile roofs and NONE of them look like mine- I paid this job in full and want my roof repaired- I have gotten nowhere with the management of the company- they are making excuses-anything to avoid fixing this problem- they have sent one ot their inspectors ****** -************** to inspect the roof- he told me in no uncertain terms that there is indeed an instillation problem here and needs to be corrected by the company-the company as usual is giving a great deal of double-talk and is not moving forward with repairing their error- I am beyond fed up and just want my roof repaired to receive the instillation results that paid for and wad promised- *******************************

  

  Business response

  10/21/2022

  We performed the roof replacement for this client with a new flat tile instead of the barrel tile that she had existing.  Unfortunately, with flat tile any minor imperfections that *** not have been as noticeable with barrel tile will stand out more.  With wood trusses, over time, it is possible for the trusses to settle with the house at different amounts.  This *** cause a slight wave that is not noticeable with curved barrel tiles but will stand out with flat square tiles.  See the pictures attached of the area before the installation with barrel tiles and curve in the roof is hardly noticeable, but is still there.  The pictures after the installation of flat tiles show that it stands out much more.

  With that said, we agree with the client there *** be some things we can do to dress up the area and make it look better.  We performed the work earlier this week and feel, as does the client, that the work is satisfactory considering the existing conditions.  The only item that remains to be addressed is to paint the stucco in the area.  PAINTING IS TO BE DONE BY THE CLIENT and is not included in our contract.  Even though it clearly states in our contract that we do not paint, the client has held on to our ladder demanding that we paint the area in order to be allowed to retrieve our ladder.  

  Prior to her complaint to the BBB we decided to accommodate the client and we have agreed to paint the area of stucco.  Rain this week has not allowed to complete the painting but the client has made it clear that we will not get our ladder back until the painting is complete.  We will return within the next few days to complete the painting and satisfy the client.  

  We always strive to treat our clients to the highest level of customer service.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The installation was okay, but a permit search on my address shows no record of the window permit nor an inspection which they claim has occurred, and when I reach out to the company, they keep telling me that I don't know what I'm talking about any everything is fine.

  

  Business response

  10/08/2022

  We signed a contract with ****** and *************************** in May of 2022.  We submitted for a permit in June under permit # STR-2022-01297.  The permit was approved on September 1st.  The work was performed a couple weeks later and we passed the final inspection on the first request on Sept 27th.  The signed permit card was left at the home.  After the client placed POSITIVE reviews online about their experience with us, their frustration came when they went to review the permit status online at the city website they could not find the permit history.  We explained to the client that earlier in 2022 (January) the ***************** began using a new website (Oracle) to process permits.  They are doing a slow transition into permitting and will eventually transfer all documents over from the old system to the new.  Their website detail about this can be found here: https://www.hollywoodfl.org/328/Building .  By clicking "Online Permitting Portal" you will be able to not only access the new permitting system but also read about the City's plans for the future with the permitting system.  

  Once we explained this to the client they found proof of the permit but the city had not updated the status of her permit to "closed" yet.  In our experience, we have found it takes the city about a week to update inspection results into the portal to be seen publicly.  Unfortunately, the City had closed down for 5 days immediately following our passed inspection due to the threat of Hurricane *******  I was able to coordinate an expedited closure of her permit and emailed her a pdf copy of the certificate of completion.  I believe we were able to help resolve the client's issue, even though the issue was with the City website and not our performance or execution of the contract.

  We remain dedicated to our clients and their satisfaction, but we feel that this complaint may have been wrongly placed on us, when in fact, the issues were with the city permitting website.  The facts remain that we signed a contract, submitted for permit in less than 30 days, provided top quality products, with a complete and professional installation, while passing inspection the first time.  We were able to help the client navigate the *****************'s new civilian permitting access portal to obtain the documents they required for their insurance.

  We will reach out to this client to make sure all needs have been met and request that they terminate this complaint since it was shown the remarks were misplaced on our company, rather than on the ***************** itself.

• Initial Complaint

  09/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I requested Solar and AIR to do a full inspection of my Air Conditioning unit( inner and outer unit ) and they said the motor blower had to be changed. The cost for the part and service was quoted for $1,000. Since this is an old unit I asked them to check if this is the only thing that needed maintenance( inner and outer unit ) and ******** said that it was the only thing and that I would have the ** system working for many years without any problems. Two weeks later on 9/10 the ** unit broke down. I contacted Solar and Air and they did not have a technician to check the unit for more than 3 days. I told them I just want to return the parts they changed and requested reimbursement of the payment I did minus reasonable labor cost. ************** told me today they will not do this.Further, when the unit broke on Saturday 9/10/2022 at 1 pm I called Florida Solar and Air, ********* answered my call and told me they had no technicians available neither that Saturday nor the next day, she advised me to call back on Monday. Bear in mind this is Florida State and during that week the weather was above 95 degrees farenheit hot. It is not reasonable to leave a paying customer hanging for 2 days so I told her I would seek help else where and I would send them the cost of the service. ********* then started to get very un-empathetic even after I explained to her it was unreasonable to wait 2 days without ** on a weather of > ****************************************** the house. Basically ********* did not care and her customer handling skills were horrible. Afterwards I received a call from ******, she told me she was a manager and told me the same thing that there were not technicians available during the whole weekend. I called back on Monday morning to get someone to check the system and again they told me there were no technicians available and to call back the next day. This is completely unacceptable. Think twice before dealing with Florida Solar and Air.

  

  Business response

  10/08/2022

  The client contacted us on July 28th stating "his motor is giving up".  We checked the serial number on the unit and it was no longer under warranty since the unit was installed almost 10 years ago.  The warranty was confirmed to have expired and the client needed to purchase a new motor.  We charged the client for a new motor and the labor to install it.  Upon inspection, no other issues were found at the time.  A few weeks later, the client called our office over the weekend complaining of a system failure while our technician was not on call.  The client chose to have another company come out to service his unit and they found a different issue with his system, unrelated to the motor we had replaced.  The client was frustrated and requested that we return the motor and credit him back the service fee.  Unfortunately, HVAC manufacturers do not take returns on parts that have been installed and used, especially when the part is not failing.  The client confirmed that the new issue was unrelated to the issue we resolved.  We will reach out to this client directly to see if there is anything we can do to accommodate him going forward, but we cannot meet his request for returning the part that was installed.  We remain dedicated to meeting all of our client's needs and will work with this client to resolve this issue.

  Customer response

  10/12/2022

   
  Complaint: 18142081
  
  I am rejecting this response because:

  I was mislead by ******** from Florida Solar and Air when she reassured me that by spending $1000 to replace the motor and blower, my full ** unit would work without any issues and before I accepted the maintenance work that she suggested I asked her to double check that there were no other problems on the ** unit - that is the inside and outside unit, she again reassured me that I would have a working ** system for many years to come if I did the suggested maintenance.  If Florida Solar and Air would have told me there was no guarantee and that the ** unit could fail again in a short period of time I would have not agreed for the maintenance job to replace the motor and blower as this is about a third of purchasing a completely new ** system.  For this reason I am demanding to get my money back as Florida Solar and Air gave me a false sense of security and I wasted $1000.  Furthermore not sending someone to check the system for more than 3 days after I reported the ** was not working after the maintenance was done and paid for is also completely unacceptable.  This is not a company you can trust and rely on.

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

  

  Business response

  10/19/2022

  As we stated earlier, we were contacted to address a specific issue with the client's air conditioner.  The issue the unit was having at the time of the service was addressed.  We can not guarantee the future performance of an existing system, all we can do honor is our warranty on work that we performed.  A refund can not be given since the work and parts were complete and the manufacturer does not take returns once parts have been installed.  As we stated, we would be willing to reach out to client to see if there is something else we can do to accommodate him.  We remain committed to servicing our clients with professionalism and courtesy.  We will reach out to the client to see if this can be resolved. 

  Customer response

  10/21/2022

   
  Complaint: 18142081
  
  I am rejecting this response because:

  Florida Solar and Air's statement:  "We remain committed to servicing our clients with professionalism and courtesy."  Is not true.  First of all  they are not "commited" as they left me waiting for more than 3 days to check why the ** unit broke, I reported the issue on Saturday at 1pm and then by the following Monday they still were not willing to send a technician to check on the problem.  Furthermore there was no "courtesy" as I mention on my initial complaint the rep *********** became rude and unempathetic once I told her I could not wait so many days and that I would get the system checked by another company and send them the bill.  In addition to their statement "We can not guarantee the future performance of an existing system, all we can do honor is our warranty on work that we performed", then I need to say that this is not what was promised to me by ********, the rep that was quoting me on the maintenance service.  After I doubled checked with her and asked her to get a technician to inspect the whole ** system, inner and outer unit for any other possible problems, she reassured me that my ** would work without any issues for many years by just replacing the motor blower.  I was misled by Florida Solar and Air into making a considerable maintenance investment of $1000.00 on a system that they knew was going to keep breaking down.  So this is not "professionalism and courtesy".

  Sincerely,
  

  
  ***********************

• Initial Complaint

  11/30/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  i hired FLORIDA SOLAR&AIR to do my roof, i was not asked for any money up front was given an estimate of $13,717. This company is great at a sales presentation, after my roof failed two inspections and two roof leaks and a whole lot ofcompalining from me finally it passed the final inspection.. I paid the compay on NOVEMBER 09, 2021 $13,717, I just got a call today 11/30/2021 from FLORIDA SOLAR AIR out of the blues saying i have a balance.11./29/2021.. almost after a amonth they are telling me i have a balance, i have never been presented with an invoice for any addtional amout. I think iscompany is n approriate mannerconductiong bussiness inapproriate manner. I dont think i own them anything Tony the supervisor of the projected has not been honest at all, about the feet of wood he changed on the roof, i question one of the man working on my roof and they told me contrary, to what **** is claiming. I have not been told what my balance is nor have i neen presented with and invoice

  

  Business response

  01/14/2022

  Business Response /* (1000, 10, 2021/12/23) */ Mrs. ***** signed a contract with us in September. The contract clearly states that there may be additional charges once we complete the tear off (see attached copy of contract). During the installation of the roof, our project manager communicated estimates of extra lumber required through text messages (see attached copies) to the client. The existing damage from prior leaks is evident, as is the proof of significant damage beyond a standard roof repair. The communication back and forth through text shows an ongoing dialogue regarding the extensive damage and need for extra charges. Once the project was completed, yes we did receive payment for the initial contract amount but Mrs. ***** was surprised when we followed up and asked for the payment of the extra labor and materials. We have spoken with the client since this complaint was filed and have scheduled an appointment for her earliest availability of January 8th, with our project manager to verify the amounts so the client can make payment of the additional charges that are still due. Consumer Response /* (3000, 12, 2022/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) NEGATIVE, I DID TEXT WITH THE PROJECTED MANAGER,AND WAS TOLD ONLY ABOUT THE EXTRA WORK AFTER I QUESTIONED THE EXTRA FEET OF TRUSSES.. THE PROJECT MANAGER SAID IT WAS 750 FEET... I SAW THE WOOD THEY BOUGHT ONTO THE PROPERTY IT WAS NOT NEAR 750 LINEAR FEET,I QUESTIONED ONE OF THERE LABORERS AND ASKED ABOUT THE WOOD THAT WAS REPLACE IF IT WAS 750 FEET AND 35 FEET OF TRUSSES THEIR OWN EMPLOYEE TOLD NO IT WAS NOT THAT MUCH WOOD THAT WAS REPLACED IF ANYTHING IT WAS LESS THAN HALF OF WHAT THE PROJECTED MANAGER IS SAYING. tHWY KEEP ON SAYING I HAVE A BALANCE BUT YET NOBODY KNOWS THE AMOUNT NOR HAD ME SIGNED ANY ADDTIOBAL CONTRACT FOR THE EXTRA WORK... ITS A SHAME THIS COMPAMY IS VERY DECEIVING AND TAKING ADVANTANGE OF SENOR CITIENZENS ON A FIXED BUDGET. QUESTION OF THE DAY IS WHY AFTER 20 CALDENDER DAYS THEY ARE HARRASSING ME ABOUT A BALANCE... STILL NOBODY HAS KNOW WHAT THE BALANCE IS.

*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. ↩