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:02/04/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  2018 I was solicited by Florida Smart Energy to install solar panels on my roof, I agreed and took the loan they offered through ****, they promised that whenever I was ready to redo my roof they would remove the panels, the roof is presently leaking right under the panels and they came out to fix the leak, the leak wasn't resolved and I decided that I was going to redo the whole roof. They said they would come out to remove the panel but now they have gone off the radar, they are no longer answering my calls and when I go to the locations they have listed no one is there. They are operating fraudulently and the panel providers and **** is aware, but they are not doing anything as long as they get their products sold and put a lien on your house they are ok. I would like for them to remove the panels so I can redo my roof.

• Initial Complaint

  Date:11/29/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Panels Installed/Sold by Smart Energy Inc on August 2024, panels financed for $51,000 dollars paying monthly $190 to ****************************, company committed to provide quality service and have neglected respond to any of the complaints per panels malfunction, as the only time a secretary answered for Smart Energy Inc relayed the company entered bankruptcy and cannot help. Now no answers stuck with malfunctioned panels that never worked since installed.

• Initial Complaint

  Date:09/07/2024

  Type:Order Issues
  Status:

  UnansweredMore 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 March 7, 2024 we signed a home improvement contract with Smart Energy for impact windows. The sales *** took measurements of our windows and after his sales pitch which would include a bonus or bogus exterior painting of our home in the total price. We decided to enter into an agreement. A subcontractor, from ***** followed up with more accurate window measurements. This led us to believe more in the legitimacy of the project. On 4/19 after numerous calls to the company and not getting responses, we decided to visit their office in ************* only to discover there was no office and only a sign left indicating they were once there. Later we learned they had been evicted for not paying their rent. After some sleepiness nights, we immediately placed a call and were given the cell # of the company's operation manager. He came to our home and explained the *** was having trouble financially but assured us that he would take over our account and we would receive our windows under a new subconctractor they had recently hired. On 7/30/24 we spoke to the owner directly and he promised to Zelle our money back within a few days. Here it is Sept 7, 2024 and we have yet to receive any of the funds owed despite the breach of his contract. Buyer beware. This company cannot be trusted. We made a huge mistake by signing a contract which they knew could not be delivered. As seniors both in our 80's we were victimized and robbed of our savings. This is fraud and a crime and we have taken additional steps on 9/7/24 by ***orting them to our local police to prevent them from preying upon the elderly and other innocent victims. Their licenses should be revoked and they should be placed behind bars for deception and stealing their customer's hard earned money. **** 10:10 - The thief comes only to steal and kill and destroy

• Initial Complaint

  Date:08/28/2024

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We bought Solar panels and service from Smart Energy Inc. Since then we have not been credited more than 184kW of power produced from our panels with goes directly to FPL and then we get credit for what we produce. Last month my tracker reports I produced ******* kW of energy. H3332303*****30313836H, ***** Lic#: ********* - ************************************************************************************************, ***** - Office: ************** - Is no longer in business. No one will service our panels and I'm paying for the equipment and my last FPL bill was $208.00. I can't afford this. We are military and on a fixed budget.

• Initial Complaint

  Date:07/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 contracted Fla Smart energy to install doors and windows on 2022. The project has not passed inspection do to one door was not install correctly. The came to mt house on Feb to review the issue and stared tge the engineer has to review the documents and they will get back the following week. I contacted them in June. The tex response was that the installer was out on vacation and will be back after father's day. I am attempting to contact they and the phone is out of service. Web site is down. The proyect was finance by Page. A lady name ****** from Smart energy told me that I needed to sign the completion of the project in order to have the inspectors come into the home. I did not know tgat the funds were going to be released. I contacted Page fin. and they stated that since the certificated was signed, there is nothing they can do.

• Initial Complaint

  Date:06/26/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  After many many many phone calls, emails and messages, They sent someone to house for me to sign a permit application so they could install 4 extra panels, because the initial work done, is not reaching the production on the contract , they never came back or answer my call and/messages.

• Initial Complaint

  Date:06/18/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Back in 2020, Florida Smart Energy installed 28 solar panels for a contract of almost $37,000. Fast forward to 2021, I was told I had to reroof to get home insurance so I contacted Florida Smart Energy again to uninstall and reinstall them after reroofing, another $5000+.Currently Its been over a year since 2 of my solar panels are malfunctioning and as a consequence not producing the estimated kw stated on contract. Company first reached out to me in aug of 2023 to notify of the malfunction that had been occurring since May 2023 and to let me know they were sending a technician. First technician came and after following up I was told that they were gonna send a second technician for a second opinion on the matter. I then reached out to follow up and was told that the first technician had said the panels needed to be replaced and that the second technician said they could be fixed so they were gonna reach out to the manufacturer to get the replacement parts necessary to fix the panels. This was sometime in September/October of 2023. Since I had not heard anything in months I followed up in May. Spoke to the manager whose name is **** who has told me on several occasions that he will send another technician but never does. He always promises the will call me back but never does. I left a review on ****** and now I cant even find the company on ******. They wont answer my calls.

• Initial Complaint

  Date:10/30/2023

  Type:Order Issues
  Status:

  ResolvedMore 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.

  In July of 2022 I went into contract with Smart Energy Inc for new impact windows. After I signed the contract, I never heard from them again. On October 14, 2023 someone showed up at my door to schedule the installation. I told them I thought the contract was canceled since I never heard from them and the financing that I received through them expired in July of 2023. I told them I no longer want to do business with them and on October 27, 2023 I received a letter from them stating that they are going to put a lien on my property for the full amount of the windows, which they never delivered. I fell that this company is trying to take advantage of me because I'm an elderly lady.

  Business Response

  Date: 11/02/2023

  ******************* claims are wrongful towards our company as we have been in contact with her throughout the entire time and process.
  ******************* signed her contract with Smart Energy Inc. in July of 2022 for Impact windows and doors.
  Since contract signing till today, Smart Energy Inc. got ******************, site inspection, HOA approval, Permit approval and of course all Impact windows and doors were ordered and are ready to install.
  Smart Energy Inc. had worked tirelessly to obtain all these steps along the way and to update ******************* about the status of the project.
  Smart Energy Inc. documents every call, email, text etc. ****************** received an update every 1-2 weeks.
  Furthermore, throughout this time we have worked with the building department and the windows manufacturer to get all the necessary materials and permits for the job. This wouldnt have been done without any communication with the customer.    
  At this point, we are committed to finishing the project and to installing the windows and doors, so ******************* can enjoy a great product that would keep her safe in time of hurricane.  
  Regards,
  Smart Energy Inc.
  
  

  Customer Answer

  Date: 11/03/2023

  The information provided by Smart energy Inc is patently false, misleading and deceptive and is an attempt to  solve them of their incompetence and foce me to abide by a contract I was not even aware was still in effect.

  SmartEneryg's sales personnel contacted me on my line as ales pitch

  Customer Answer

  Date: 11/03/2023

   
  Complaint: 20802902
  
  I am rejecting this response because:  Smart Energy contacted once after the contract was signed and that was to take measurements. I was never updated on the status or progress of the project until 10/18 at about 2:40pm when they knocked on my door and stated that they were from the window place and that they are ready to install the window. 

  The loan that was executed by Smart Energy to pay for the windows expired on 07/14/2023, I was operating under the premise that the contract expired with the loan. Now in order to continue with this process I'd have to execute a new loan due to their incompetence. 

   I'd like all correspondence and proof of calls, texts and emails initiated to be provided as support for their claim that thwy kept me informed of the progress. 

  Based on their threats to place a lein on my property and  their bullying tactic, I no longer wish to continue any further business transaction with Smart Energy. This is exploitative and their claim is false, misleading and deceptive and intended to take advantage of my age.

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

  Customer Answer

  Date: 11/03/2023

  attachment 

  On October the **** I got a letter from smarenergy *** stated that will put a lean on my house in the next 45 days if I don't them the full amount from the 18 of October 23 they showing up at door they did not have my number on 19 of October 23 this from smarenergy is name is ********** where them all time he said they are now and ready to do the windows I told the loan must be expired by he no there till he if don't the company smarenergy will a lean on my house and on October the 27 23 the post office lady rings my door bell and I have I sign for the mail and it was to notify that they are going put lean on my house so on October **** I call smarenergy ok go ahead and start the work they call back and tell me they will start on Wednesday November 1 so they was going ahead to contact the. Board for or approval they got on October the **** I have email from the board approved the same October on**** I call the loan company and they tell that the loan has been expired from July **** they only keep it for one year now  smarenergy want me to take out new I refuse  to take out a next loan because I did here from them from I sign the contract July 14 22 and about a month later they came here to do some suff to windows I haven't heard from smarenergy I was calling them my last was some time in November last year and then I did call them again I did here or email text from them nothing please let smarenergy show a from them or email they have nothing I am so sorry for my long email 

  Thanks ***********************;

  Customer Answer

  Date: 11/03/2023

  attachment I have received the printed out of my phone records so if could like me send to you       thanks again 

  ***********************;

  Business Response

  Date: 11/06/2023

  Following ******************* claim here are the dates we have in our system that our people have contacted her after signing the contract:

  8/25/2022 14:42

  9/6/2022 9:03

  9/28/2022 14:24 Updated the client on the project

  10/25/2022 12:27 Updated the client about the project

   

  Here is the note in regards to the *** approval from August 2022:

  8/10/2022 12:18 The *** approves verbally they don't have any kind of forms they are aware of the project

   

  Here is a date the customer called us with a request:

  8/15/2022 11:00 Customer requested that the team wear shoe covers when doing the installation.

   

  Site inspection was done: 7/25/2022 19:19 Site inspection was Thurs 7/21

   

  In regards to ******************* claim for the finance been expiring, we did reach out prior to the expiration of the finance as we do to any customer to have them sign an extension so she wouldn't lose her interests rates (they are going up all the time). That by itself proves we were in contact with ******************* all along.

  The windows were bought and paid already by Smart Energy Inc. permit was approved from the city and any other expense was till this point by Smart Energy Inc. not 1 cent was requested from ******************* as of now.

  We would request to finish the project we have a contract with ******************* and by doing so uphold our side of the deal and contract.

  Thank you

  Smart Energy Inc.

   

• Initial Complaint

  Date:10/02/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  In June one of the Inverters on my solar panels went bad. I called several times and somebody finally came at the end of July to fix it. The equipment in the house that tells you which panels are working and how much power you are generating is still not working. I have called several times and they will not respond to me. The say that they are waiting for the equipment to come in. They will not give me the phone number so that i can call the company myself.

  Business Response

  Date: 10/03/2023

  We are actually working in the client's home today, and should have this resolved in short order.

  Thank You

  Customer Answer

  Date: 10/03/2023

   
  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

  Date:09/11/2023

  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.

  I signed a contract on 1/9/2023 for impact windows to be installed. I was originally told the windows would be installed around the end of March 2023. Another gentleman came to my house a few weeks later after I signed the contract for a second set of measurements, I signed another form showing what needed to be installed which included a French door that was already an impact door. That needed to be removed from the paperwork. They never removed the French door on the order. I did not receive any phone calls, texts, and/or emails after that. I contacted the original agent, whom I signed the contract with, in the beginning of March to find out if they were still going to install around the end of March, I then received an email stating that they would be installed around the end of June. That was the last time anyone reached out to me until I emailed them again around the end of May beginning of June. I sent 2 emails without a reply from Florida Smart Energy. 3 days later I was forwarded an email from a third person stating they requested the application from the *** and they did not receive it. At that time I called them and was told they did not even order the windows to be installed as of yet and they only order the windows after the *** has approved. This would take another 6-8weeks. I explained I wanted to cancel services with their company. A 4th person contacted me via phone and explained all the issues they were having and begged me to let them complete the process without any sort of reimbursement or relief for having to wait so long for the process to be completed and the lack of communication. I explained I was not comfortable at this point due to the issues and I had lost trust in the process and the company. I was then told I signed a contract that is legally binding. They sent me an email stating that if I wanted to cancel I would owe $5600 because a site survey, detailed engineering, and permitting was completed. If I do not pay, they have threatened to proceed with a Claim of Lien and to seek judgement against me. I still have not even been approved or received a completed application from my *** and they have not advised or provided a permit to show that anything was completed from the City in which I live or from Florida Smart Energy. They sent me a copy of my contract and it states materials were ordered and that is not true because I spoke with 2 different people from Florida Smart Energy and they stated the materials were not ordered it also states a permit was filed which I have not seen or been informed of until now. This company has drawn this process out considerably longer than it was supposed to be, no communication unless I initiated communication, and they have falsely stated steps that have been completed. They filed a lien on my home.

  Business Response

  Date: 09/12/2023

  This is unfortunately an example of a client who has been difficult to work with and unresponsive. Although we have utilized our best efforts in order to move forward in a timely fashion with this client's project, at each point in which we required the client to participate with the executing of a required form or document, or taking a phone call and speaking with a representative from our company in order to clarify some aspect of information, we have been met with either a refusal to participate, execute said documents, or general unresponsiveness. 

  "I signed a contract on 1/9/2023 for impact windows to be installed. I was originally told the windows would be installed around the end of March 2023. Another gentleman came to my house a few weeks later after I signed the contract for a second set of measurements, I signed another form showing what needed to be installed which included a French door that was already an impact door. That needed to be removed from the paperwork. They never removed the French door on the order".
  

  REPLY
  The Client signed a NEW contract with Florida Smart Energy without a SGD (sliding glass door) on June 22, 2023 via docusign. ( This is the date and contract of present record). The client never signed the required *** (Window Application Form) in spite of our best efforts to have him execute this required form. 
  
  "I did not receive any phone calls, texts, and/or emails after that. I contacted the original agent, whom I signed the contract with, in the beginning of March to find out if they were still going to install around the end of March."

  REPLY
  
  "I then received an email stating that they would be installed around the end of June. That was the last time anyone reached out to me until I emailed them again around the end of May beginning of June. I sent 2 emails without a reply from Florida Smart Energy. 3 days later I was forwarded an email from a third person stating they requested the application from the *** and they did not receive it. At that time I called them and was told they did not even order the windows to be installed as of yet and they only order the windows after the *** has approved."
  
  The ARC is a committee on the *** Board that reviews your home improvement requests. Why is it required? In an effort to provide and protect each individuals homeowner rights and property value, it is required that any homeowner considering improvements which are visible from other homes, submit an ARC Request Form.
  
  "This would take another 6-8weeks. I explained I wanted to cancel services with their company. A 4th person contacted me via phone and explained all the issues they were having and begged me to let them complete the process without any sort of reimbursement or relief for having to wait so long for the process to be completed and the lack of communication. I explained I was not comfortable at this point due to the issues and I had lost trust in the process and the company. I was then told I signed a contract that is legally binding. They sent me an email stating that if I wanted to cancel I would owe $5600 because a site survey, detailed engineering, and permitting was completed. If I do not pay, they have threatened to proceed with a Claim of Lien and to seek judgement against me. I still have not even been approved or received a completed application from my *** and they have not advised or provided a permit to show that anything was completed from the City in which I live or from Florida Smart Energy. They sent me a copy of my contract and it states materials were ordered and that is not true because I spoke with 2 different people from Florida Smart Energy and they stated the materials were not ordered it also states a permit was filed which I have not seen or been informed of until now. This company has drawn this process out considerably longer than it was supposed to be, no communication unless I initiated communication, and they have falsely stated steps that have been completed. They filed a lien on my home". 
  

  REPLY
  FSE has incurred significant costs with regard to this project. Although the client was difficult and unresponsive, we were able to complete a site survey, detailed engineering, and the permitting package, (which must be submitted by us), all in good faith and with the intention of moving forward in a timely fashion with the project. It is true that the client spoke to several different members of our staff including the Windows Production Manager. This was in an effort to maintain communication with the client as he began refusing calls from our Windows production management.
  
  In the last conversation our Windows Production Manager had with the client, in which the manager once again tried to  encourage the client to move forward and and offered once again to resolve all issues, the client stated, that he refused and wanted the project to go to legal and that he would use the BBB to give us a bad name and that he did not care about a lien upon his property.
  
  FSE is still willing to move forward with this project to completion, and satisfy the clients' needs. However the client must cooperate in executing appropriate forms in a timely fashion and Participate in his role as a client receiving product from our company.
  

  Customer Answer

  Date: 09/13/2023

  "This is unfortunately an example of a client who has been difficult to work with and unresponsive.Although we have utilized our best efforts in order to move forward in a timely fashion with this client's project, at each point in which we required the client to participate with the executing of a required form or document, or taking a phone call and speaking with a representative from our company in order to clarify some aspect of information, we have been met with either a refusal to participate, execute said documents, or general unresponsiveness."
  MY REPLY:
  I originally spoke with a gentleman (*****************************) in December he came to my home explained the process and did measurements on my windows he was at my home for approx. 45 mins...  Another person came to my home approx. 2 - 3 weeks later and did another set of measurements and he was at my home for approx. 15 - 20 mins., at this time the gentleman explained that the "French door" needs to be removed from the "agreement" because it is already impacting glass in the door.  Each time someone called me I spoke with them and set the appointments WITHOUT any issues.  I received the original "agreement" on 1/9/2023 and used DocuSign to initiate the process. I DID NOT receive any further emails, phone calls, or mail after signing. I emailed ***************************** on 3/31/2023, because I did not receive any further information, he replied to me on the same day via email "Closer to end of **** is expected.".  Again, after this email I DID NOT receive any further information...  no phone call, no email, or mail.  I emailed ***************************** again on 5/31/2023 to confirm they still planned on installing the windows in the end of ****, I received no response nor phone call, or mail.  I emailed ******* again on 6/1/2023 stating I did not get a reply to the previous email on 5/31/2023, again without a response from ***************  I emailed ******* again on 6/5/2023 to confirm he received my last email and any corrections needed, he replied "Looks more like late August.". When I received this email, I started to get concerned wondering why instillation of the windows keeps getting pushed back.  I then received a phone call from another female representative, I spoke briefly with her on the phone, but had to end the call and could not take any calls due to being ******** with the **************** she was able to explain that the paperwork from my *** has not yet been completed and my windows were not ordered as of yet.  I then sent her an email stating i wanted to cancel.  She also forwarded me emails showing that she was in communication with my *** on 5/17/2023, 5/18/2023, and 5/25/2023.  She did not receive the application from the ***.  Just to be clear from 1/9/2023 until 6/5/2023 I was the one to initiate conversation and gain further information...  NO REPRESENTATIVE CONTACTED ME UNLESS I INTIATED CONVERSATION.  The biggest concern after I signed the "agreement" on 1/9/2023...  Why did it take 3 to 4 months to contact my *** for the application?  Why didn't anyone contact me and let me know the situation so I could assist in the process?  I have not been difficult and any time they emailed me or called me or sent me mail I have responded because I wanted to get the windows installed ASAP...  Once I wanted to cancel is when I became a "difficult", I was never unresponsive.  I replied to every email and/or phone call I received,again because I wanted to get these windows installed.
  
  The Client signed a NEW contract with Florida Smart Energy without a SGD (sliding glass door) on **** 22, 2023 via docusign.( This is the date and contract of present record). The client never signed the required *** (Window Application Form) in spite of our best efforts to have him execute this required form. 
  MY REPLY:
  I never signed a new contract after 1/9/2023 and it was a French door not a sliding glass door to be clear. If in fact they have a copy I would like to see it because it would not be through me  I was never given or received anything else to sign besides the initial contract on 1/9/2023.  I did not receive any emails with or without an attachment, any phone calls to say an email/mail was sent.  I have no clue what the *** looks like, if they can show me when they sent it I would like to review.
  
  By May, the client had still not signed the *** (continuing to slow the pace of his project).Additionally, FSE was having a problem with the clients' ***. This was primarily due to the fact that the client had not made known to us the fact that his *** had been changed, (again unresponsiveness on the part of the client). He is no longer in ************.The client is aware this is vital information as FSE had a duty and requirement to have interplay with the clients' ***.
  MY REPLY:
  Again, I did not receive a ***.   ************ changed their management company in March.  Florida Smart Energy was emailing the appropriate person from the new management company in May and received replies from the new management company of the **** I dont know why they are saying they did not know of the change or if they needed to know of any change because they were already communicating with the new *** management company.  Finally, I am still part of the ************ community and regularly pay dues to the *** (*******************).A Florida Smart Energy representative forwarded the emails showing they were communicating with the new *** management via email (can be provided).  If any representative would have contacted me between 1/9/2023 and 5/17/2023 I would have been more than happy to assist in any way possible way.
  
  
  The client did not want to sign the ARC *** form; after trying endless times to assist the client in understanding that this is essential in order for his project to move forward. It is untrue that FSE did not reach out to the client, (on numerous occasions), as refusing to sign the ARC form prevented the project from moving forward. Windows and doors are custom-made items in terms of their dimension and cannot be resold. This being the case, windows and doors are not ordered until an ARC form is signed and an *** is on board and has approved of a given project.
  MY REPLY:
  If any forms were provided before 6/1/2023 I would have signed immediately especially if someone contacted me and advised me what issues the company was having, If someone just reached out to me and let me know.  I DID REFUSE TO SIGN AFTER CANCELLING, it was already too late confidence was lost and I just wanted end the project. I received no phone calls, emails, and/or mail in regard to an ARC FORM I do not know what that form is.  I dont know how they reached out to me but if they could provide proof of email I would like to review.  I understand the importance of *** approval,that is why I questioned why it took 3 to 4 months for Florida Smart Energy to contact my ***.  This is my first-time ordering impact windows and dealing with this process... I have no clue what they need unless they inform me. 
  
  FSE has incurred significant costs with regard to this project. Although the client was difficult and unresponsive, we were able to complete a site survey,detailed engineering, and the permitting package, (which must be submitted by us), all in good faith and with the intention of moving forward in a timely fashion with the project. It is true that the client spoke to several different members of our staff including the Windows Production Manager. This was in an effort to maintain communication with the client as he began refusing calls from our Windows production management.
  MY REPLY:
  2 people came to my house and did measurements of my windows (***** mins.) that was it  Is that the site survey and detailed engineering? If yes... $5600 really? I would like to see proof of the permit and confirmation that it was sent to the ********************* at least so I can understand.  They sent or completed a permit to the city before having a date to start or approval from my ***? I have been open with communication at all times.  I emailed and spoke with representatives multiple times.  I spoke with the new Operations manager via phone twice after saying I wanted to cancel he was the one who explained all the issues the company Florida Smart Energy was having.  I have a full-length email conversation (can provide if needed) with their Legal person who explained what was going to happen if I tried to cancel.  I had a great rapport with *****************************, his demeanor and explanation of the process was the reason I moved forward with Florida Smart Energy to begin with.  If Im so difficult how were all these people able to communicate with me?  Again, I have been open with all communication I was excited to get impact windows installed it doesnt even make sense to say I was difficult or unresponsive  I WANTED THE WINDOWS ASAP!
  
  In the last conversation our Windows Production Manager had with the client, in which the manager once again tried to  encourage the client to move forward and and offered once again to resolve all issues, the client stated, that he refused and wanted the project to go to legal and that he would use the BBB to give us a bad name and that he did not care about a lien upon his property.
  
  FSE is still willing to move forward with this project to completion and satisfy the clients' needs. However, the client must cooperate in executing appropriate forms in a timely fashion and Participate in his role as a client receiving product from our company.
  MY REPLY:
  The operations manager I spoke with encouraged me to move forward absolutely thats his job, however nothing was offered due to the lack of communication from Florida Smart Energy and lack of urgency to get the project complete.  Honestly 1/9/2023 5/17/2023 no *** approval? And its my fault? Being my first time doing this it is my fault for not fully reading the document I signed on 1/9/2023 which was titled as an agreement but I am not an attorney and did not understand what I was really signing.  But these are how companies get people now days.  I dont have money for attorneys. I had faith in this company only because of the initial representative.  Now look what I have to go through.  I did refuse the work, but I never wanted the project to go to legal I WAS TOLD IT WAS GOING TO LEGAL BECAUSE I REFUSED TO GO ANY FURTHER.  I NEVER said I am going to use BBB to give anyone a bad name.  What I did say is to the Operations Manager was the lack of confidence I had in the company to move forward with the project because of the lack of communication and confusion with the process at the time once I completely refused moving forward, he explain he has to move the project to legal at that point I explained Florida Smart Energy is now going to use legal means to force me to do the project and I would have to report this to the BBB.  I understand BBB is not used for defamation but to come to some sort of agreement.
  
  Florida Smart Energy attacked me in the first sentence of the reply to my complaint.  This is unfortunately an example of a client who has been difficult to work with and unresponsive.  Not only is it an attack it is a flat out LIE, but I dont take it personal I feel the person giving the reply was just misinformed.  I have cooperated in everything from beginning to when I ended.  I would be willing to move forward as well if the company wanted to negotiate.  As of now I just want the Lien removed from my property and to please leave me alone.  They want $11,000 from me if this is not fraudulent,I dont know what is.  If they want to move forward amicably, I am willing to discuss. But if they do not remove the Lien then we will have to go to court the Claim of Lien, that was sent to my house, states that after a year from the date of the claim it will be null and void.  I assume they want to go to court before the Lien is Void.  How can anyone be expected to pay $5600 or $11,000 for nothing?  I would be more than willing to move forward with the project if they were willing to negotiate pricing.  I did nothing to cause this situation for myself other than signing that document and trusting too much.  I am thankful though this was a huge ****** for me.
  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20587776
  
  I am rejecting this response because:This is unfortunately an example of a client who has been difficult to work with and unresponsive. Although we have utilized our best efforts in order to move forward in a timely fashion with this client's project, at each point in which we required the client to participate with the executing of a required form or document, or taking a phone call and speaking with a representative from our company in order to clarify some aspect of information, we have been met with either a refusal to participate, execute said documents, or general unresponsiveness. "
  MY REPLY:
  I originally spoke with a gentleman (*****************************) in December he came to my home explained the process and did measurements on my windows he was at my home for approx. 45 mins...  Another person came to my home approx. 2 - 3 weeks later and did another set of measurements and he was at my home for approx. 15 - 20 mins., at this time the gentleman explained that the "French door" needs to be removed from the "agreement" because it is already impacting glass in the door.  Each time someone called me I spoke with them and set the appointments WITHOUT any issues.  I received the original "agreement" on 1/9/2023 and used DocuSign to initiate the process.  I DID NOT receive any further emails, phone calls, or mail after signing.  I emailed ***************************** on 3/31/2023, because I did not receive any further information, he replied to me on the same day via email "Closer to end of **** is expected.".  Again, after this email I DID NOT receive any further information...  no phone call, no email, or mail.  I emailed ***************************** again on 5/31/2023 to confirm they still planned on installing the windows in the end of ****, I received no response nor phone call, or mail.  I emailed ******* again on 6/1/2023 stating I did not get a reply to the previous email on 5/31/2023, again without a response from ***************  I emailed ******* again on 6/5/2023 to confirm he received my last email and any corrections needed, he replied "Looks more like late August.".  When I received this email, I started to get concerned wondering why instillation of the windows keeps getting pushed back.  I then received a phone call from another female representative, I spoke briefly with her on the phone, but had to end the call and could not take any calls due to being ******** with the **************** she was able to explain that the paperwork from my *** has not yet been completed and my windows were not ordered as of yet.  I then sent her an email stating i wanted to cancel.  She also forwarded me emails showing that she was in communication with my *** on 5/17/2023, 5/18/2023, and 5/25/2023.  She did not receive the application from the ***.  Just to be clear from 1/9/2023 until 6/5/2023 I was the one to initiate conversation and gain further information...  NO REPRESENTATIVE CONTACTED ME UNLESS I INTIATED CONVERSATION.  The biggest concern after I signed the "agreement" on 1/9/2023...  Why did it take 3 to 4 months to contact my *** for the application?  Why didn't anyone contact me and let me know the situation so I could assist in the process?  I have not been difficult and any time they emailed me or called me or sent me mail I have responded because I wanted to get the windows installed ASAP...  Once I wanted to cancel is when I became a "difficult", I was never unresponsive.  I replied to every email and/or phone call I received, again because I wanted to get these windows installed.
  
  The Client signed a NEW contract with Florida Smart Energy without a SGD (sliding glass door) on **** 22, 2023 via docusign. ( This is the date and contract of present record). The client never signed the required *** (Window Application Form) in spite of our best efforts to have him execute this required form. 
  MY REPLY:
  I never signed a new contract after 1/9/2023 and it was a French door not a sliding glass door to be clear. If in fact they have a copy I would like to see it because it would not be through me  I was never given or received anything else to sign besides the initial contract on 1/9/2023.  I did not receive any emails with or without an attachment, any phone calls to say an email/mail was sent.  I have no clue what the *** looks like, if they can show me when they sent it I would like to review.
  
  By May, the client had still not signed the *** (continuing to slow the pace of his project). Additionally, FSE was having a problem with the clients' ***. This was primarily due to the fact that the client had not made known to us the fact that his *** had been changed, (again unresponsiveness on the part of the client). He is no longer in ************.The client is aware this is vital information as FSE had a duty and requirement to have interplay with the clients' ***.
  MY REPLY:
  Again, I did not receive a ***.   ************ changed their management company in March.  Florida Smart Energy was emailing the appropriate person from the new management company in May and received replies from the new management company of the **** I dont know why they are saying they did not know of the change or if they needed to know of any change because they were already communicating with the new *** management company.  Finally, I am still part of the ************ community and regularly pay dues to the *** (*******************). A Florida Smart Energy representative forwarded the emails showing they were communicating with the new *** management via email (can be provided).  If any representative would have contacted me between 1/9/2023 and 5/17/2023 I would have been more than happy to assist in any way possible way.
  
  
  The client did not want to sign the ARC *** form; after trying endless times to assist the client in understanding that this is essential in order for his project to move forward. It is untrue that FSE did not reach out to the client, (on numerous occasions), as refusing to sign the ARC form prevented the project from moving forward. Windows and doors are custom-made items in terms of their dimension and cannot be resold. This being the case, windows and doors are not ordered until an ARC form is signed and an *** is on board and has approved of a given project.
  MY REPLY:
  If any forms were provided before 6/1/2023 I would have signed immediately especially if someone contacted me and advised me what issues the company was having, If someone just reached out to me and let me know.  I DID REFUSE TO SIGN AFTER CANCELLING, it was already too late confidence was lost and I just wanted end the project. I received no phone calls, emails, and/or mail in regard to an ARC FORM I do not know what that form is.  I dont know how they reached out to me but if they could provide proof of email I would like to review.  I understand the importance of *** approval, that is why I questioned why it took 3 to 4 months for Florida Smart Energy to contact my ***.  This is my first-time ordering impact windows and dealing with this process... I have no clue what they need unless they inform me. 
  
  FSE has incurred significant costs with regard to this project. Although the client was difficult and unresponsive, we were able to complete a site survey, detailed engineering, and the permitting package, (which must be submitted by us), all in good faith and with the intention of moving forward in a timely fashion with the project. It is true that the client spoke to several different members of our staff including the Windows Production Manager. This was in an effort to maintain communication with the client as he began refusing calls from our Windows production management.
  MY REPLY:
  2 people came to my house and did measurements of my windows (***** mins.) that was it  Is that the site survey and detailed engineering? If yes... $5600 really? I would like to see proof of the permit and confirmation that it was sent to the ********************* at least so I can understand.  They sent or completed a permit to the city before having a date to start or approval from my ***? I have been open with communication at all times.  I emailed and spoke with representatives multiple times.  I spoke with the new Operations manager via phone twice after saying I wanted to cancel he was the one who explained all the issues the company Florida Smart Energy was having.  I have a full-length email conversation (can provide if needed) with their Legal person who explained what was going to happen if I tried to cancel.  I had a great rapport with *****************************, his demeanor and explanation of the process was the reason I moved forward with Florida Smart Energy to begin with.  If Im so difficult how were all these people able to communicate with me?  Again, I have been open with all communication I was excited to get impact windows installed it doesnt even make sense to say I was difficult or unresponsive  I WANTED THE WINDOWS ASAP!
  
  
  Sincerely,
  
  *********

  Customer Answer

  Date: 10/13/2023

  On 9/26/23 at 10:38 AM EST I received a voice message from a manager at Florida Smart Energy.  I returned the call immediately after listening to the message and spoke with the manager who wanted to negotiate further... she was aware that I had filed a complaint with the BBB and we spoke briefly about my situation.  After our conversation she told me she would call me back...  I did not get a call back that day.  I called and left her a message the following day 9/27/2023.  She still has not called me back.

  Customer Answer

  Date: 10/16/2023

  More Information...Another person from Florida Smart Energy has contacted me today 10/16/2023 at 9:20 am.  The person explained that the person I spoke with on 9/26/2023 is now dealing with some family issues... He further explained he would reach out to that person (whom I spoke with on 9/26/2023) and try and get them to call me back to negotiate further.