ComplaintsforEfficient Home Services of Florida, LLC

• Initial Complaint

  05/28/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Solar productivity on my solar panels has been down since April 1, 2024. I was not aware because I did not get an email or text stating that the system was down like I am supposed to. I called and was set an appt to have the system serviced. No one ever showed up. I called a secund time and was set an appt for service. Again, no one ever showed up. I called a third time. This time to enphase who was helpful in trying to find out the issue and contact EHS. He stated he tried to call them numerous times with no answer. We live in Florida and the weather here is extremely hot. We could have been banking tons of energy from the sun instead we are paying$389 electric bills PLUS the payment on the solar. The next step is a lawyer.

  

  Business response

  06/19/2024

  The notification that you're talking about is something that comes from the manufacturer and not EHS, the installation company. You will need to have Enphase correct that issue on their side. We've had to replace your combiner box and wires in the disconnect, in the past. If you are still having issues we are happy to send a service technician to your home on 6/25/2024. Our service department can confirm this date with you at ************. We are open Monday through Friday 9am to 5pm excluding major holidays. We apologize for the inconvenience but we are looking forward to working with you.

• Initial Complaint

  05/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. On 2/23/24 they quoted contract dated 2/23/24 for a silfab system 30 year mfg warranty for 8 panels 400W $6,400 2.On 2/26/24 they quoted contract dated 2/26/24 for a silfab system 30 year mfg warranty for 8 panels 400W $6400 with 4 notes 3.On 2/27/24 they quoted contract dated 2/26/24 for a silfab system 30 year mfg warranty for 8 panels 400W $6,400 with 5 notes 4.On 3/15/24 they quoted contract dated 3/15/24 for a silfab system 30 year mfg warranty for 12 panels 400W $9,120 with 7 notes 5.On 3/16/24 they quoted contract dated 3/15/24 for a silfab system 30 year mfg warranty for 12 panels 400W $9,120 with 7 notes 6.Then sent me the signed contract dated 3/18/24 for a Q-Cell system 25 year mfg warrant for 12 panels 400W $9,120 with NO NOTES.7.On 3/15/24 I texted **** (salesman) screenshot of ******** ad Unlock Your ********************** Tesla Batter Offer. **** was to get back to me about it. Im still waiting.8.We discussed and were put in writing on draft EHS matches all competitors pricing. On 4/1/24 I sent him a competitors quote for a re-roof of another property. They did not match it.9.**** stated loan had no application fee and they do not get paid until the system is up and running. This was false. They funded their account once the panels were installed and interest started accruing. Just another false statement and representation.10.5/3/24 I phoned and spoke to ********. This is when I was first told about the box costing $500 in order to see my usage on the app. I looked up online and this is a $25 part. I asked who the owner was. She wouldnt tell me and said he doesnt speak to customers. ******* supposedly is directly under the owner. At least that is what ******** told me. She said h*** get back to me within 48 hours since this isnt an emergency.

  

  Business response

  05/31/2024

  We do not include CT meters in deals unless specifically asked, which no notes were made at anytime about it. The app shows production only and this is what was represented to the customer. The free battery ad was for people who had not previously spoken with EHS and not advertised to homeowners who were on the EnergySage platform like this homeowner. This ad was created at a later date. No where in the contract does it mention anything of either one of these items. The install and production of the panels are working just great like the contract and rep stated it would. Unfortunately we can not award a reimbursement for items not included in the sale.

  Customer response

  06/01/2024

   
  Complaint: 21711726
  
  I am rejecting this response because:

  I reject the response because after waiting 3 weeks for EHS to respond to BBB with my complaint, not only were all the issues addressed, the issues that were addressed are not how things happened. 
  1.  I contacted EHS and spoke to ************************* in January or early February 2024.  I never went through EnergySage to connect with EHS. I called EHS directly and spoke with ************************* who quoted me over the phone after going over the information on my electric bill.
  2.  The Tesla battery as advertised prior to me signing a contract. I have a text to *********************** with the advertisement after I discussed this with him on the phone.  I saw the ad on 3/6/24 and texted that screenshot to **** on 3/15/24.  Both those dates were prior to me signing anything.
  3.  *********************** (sales rep) ***** ***** (exit interview appointment) both told me the app would show production, usage and export data.  This was one of the selling points **** explained. ***** could not show me on my app since he said the data was still processing and Id have to wait a couple hours for it to finish.  ***** did show me on his app all the information I would see and production, usage and exporting data was including as well as individual panel production.
  4.  Several quotes were presented to me where they all stated Silfab panels with a 30 year warranty.  Then EHS changed what I agreed to.
  5.  Several quotes were presented for a 3.2 system which they calculated I needed from my electric bill.  After agreeing they said they couldnt install a system that small and it would have to be a 4.8 system but at a higher price as well.  Why are you quoting me a 3.2 system if you cant put in a system that small?
  6.  There were several contracts presented for two reasons; 1. To change the system size and 2. To put in notes I requested.  A new quote was done each time **** changed the wording in the notes and to make extra notes.  The final quote had 7 notes in it.  EHS removed all of them after these were all agreed upon and sent to me.
  7.  One of the notes included EHS would match all competitors prices for roofing.  I contacted **** about a new roof for my house in DeLand.  I presented him with a competitors quote which he said he would get back to me on and never did.  I called and texted him several times asking if he was going to match the price and I was ignored.  We went with the competitor.
  8.  **** said in order to avoid 50% up front, which I would not do, he has a loan company that does not have any application fees and there is no interest accrued until the system is up and running.  As I came to find out this also was not true as EHS got their money when the system was up but NOT running.  Another false statement and misleading representation.
  9.  On 5/3/24 ******** said that ******* would be returning my call within 48 hours.  Nearly a month later I still have not heard from him. 
  

  I tried to upload the allotted 5 uploads but the system says it's either too large or the wrong type of file. I have many texts to **** asking if hes going to price match, asking if hes going to get back to me about the Tesla battery, asking if hes going to return any of my calls.  After I filed this complaint with BBB, **** texted me asking me what were my questions.  These issues were already spelled out in my complaint but I reiterated several of the issues.  Again, there was no response.   
  

  Given how I have been put off and ignored, I question how any future services under warranty will be handled, if handled at all. 
  
  
  Sincerely,
  
  ***************************

  

  Business response

  06/17/2024

  We apologize that you felt confused during the sales process, but your project did not include a Tesla battery by any means. If you would like to include a Tesla battery, we can look into giving you a very reasonable quote to add to your current system, but again your project did not include a battery, and the promotion was not available to you during the contract signing.

  Customer response

  06/17/2024

   
  Complaint: 21711726
  
  I am rejecting this response because: once again, EHS chooses to ignore the complete complaint.  I was not confused when reading about the Tesla Battery.  In fact, *********************** said he would look into it since he knew nothing about it.  **** said he was asking ******* about it.  When ******* called me he was confused on how to even address this since he said it was an old promotion, yet it was adertised on ******** by them. ******* left the conversation with he would get back to me which he never did. 

  As long as the issues are not addressed by ***, I will be rejecting their response; especially when their response had nothing to do with my actual conversations and texts with **** and *******.

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

  

  Business response

  06/21/2024

  Customer's desired settlement is stated as - "They quoted me for 8 panels as that is what my usage required. Then after several quotes written out to me refused to do that system. I want a refund of the difference between the 8 and 12 panel quotes. This will also help compensate that they did not put in the Silfab panels as I was quoted for all along." EHS did not refuse to offer an 8 panel system. It was agreed upon between the buyer and seller to install a 12 panel QCell system. The contract was signed and the project moved forward after the contract was signed and our customer service staff completed a Welcome Call with the homeowner to go over the project details. There was never any batteries or consumption meter included in this project's details. Once a contract is signed and work is commenced, that is the final agreement. According to this customer's desired settlement of wanting a refund for the difference of four panels that were signed and purchased by her, we will not offer a refund for this material that is currently installed on her home. The contract clearly states QCell panels. These panels were discussed at time of sale, written in contract, signed contract by homeowner and sales rep, confirmed with homeowner in the Welcome Call, brought onsite during installation day with homeowner, and proceeded to be installed on the roof of the home which the homeowner allowed access to. She owns this system, and there are no refunds according to the contractual agreement. Unfortunately, we cannot honor the request. However, we are more than happy to offer her a discount price of the ** meters installation if this will help resolve her issue. 

  Customer response

  06/21/2024

   
  Complaint: 21711726
  
  I am rejecting this response because:

  EHS did refuse to put in the 8 panel system. It was only agreed to do 12 panels because after I agreed on the 8 silfab panels, **** said he was told they cant put in a system that small.   It was NOT agreed between the buyer and seller to install a 12 panel QCell system. ***** was never in any of the contract drafts because I made it clear I wanted the Silfab panels that had a 30 year warranty. The details discussed were only about the Enphase app showing production, usage and amount exported which I was told I would see after a few hours when the download completed.  Prior to Exit Meeting, **** also told me I would be able to see on the app the production, usage and exported amounts. EHS advertised the Tesla Battery on Facebook.  I sent **** on 3/15/24 and ******* the screen shots I took of the advertisement.  Again, the consumption meter was explained to me by **** and at the exit meeting. The contracts clearly states Silfab panels.  Every drafted contract stated ****** and there were notes typed in by ***********************.  You obviously did a bait and switch.  The only panels discussed and in the contracts was Silfab. If the sales rep discussed QCell then why did all his contracts state Silfab?  Have you looked at all the contracts? 
  Why was there a voided contract emailed to me? 
  Why was I not given the docusign contract signed instead of an uploaded paper you changed? 
  I have no idea what the Welcome Call is. 
  The delivery of the equipment was not addressed with me.  The only thing discussed was where he was going to put the equipment that nobody told me was being delivered that day.  When the installation happened, again they did not talk with me other than they were putting the equipment up.
  Considering the ** meter is a $50 retail part through Enphase and also on Amazon and I was told by **** and at the exit meeting I would be able to see usage, production and export kwh, I would think you would stand behind what your employees told me and put it in at no additional costs.  Saying you will offer a discount and stating what that discount is sounds good, but says nothing.  Telling me it cost $500 for a $50 part is less than scrupulous as was changing the brand of the solar panels and not returning calls or addressing all the issues I raised in this complaint. 
  
  If I supposedly agreed to the QCell panels and not the Silfab, why did *********************** email me on 4/29/2024 the actual contract I agreed to stating Silfab panels and several notes in the note section?  I do believe the one who was confused was EHS.
  
  Why did *********************** void EHS Solar/Roofing Document pack that he emailed to me on March 15, 2024 via DocuSign? 
  
  Where is the DocuSign signed contract?  All the DocuSign contracts sent to me state Silfab panels and there were several notes.  Was that the voided document? 
  
  Why havent you addressed matching the roofing price I presented to ***********************?  Instead he just stopped communicating with me; ignoring my calls and texts. 
  
  Why did nobody at EHS call me back after I contacted you several times about not hearing back from **** or *******?
  
  Why wont you address all the issues and stop cherry picking what you want to address?
  
  
  
  Sincerely,
  
  ***************************
  

• Initial Complaint

  05/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Paid by check but cancelled next day. Company cashed the check any way and is refusing to reimburse and is giving me the go around

  

  Business response

  05/17/2024

  Contract was signed on 3/28/24. We began to move forward with the project, Welcome call 3/29/24 confirmed package, and project progressed. We held the customers other 2 checks as requested, only cashing the first down payment. On 4/2/24 the office received notification of the cancellation. We paused the project. The contract states six to eight weeks to refund a cash down payment. Nonetheless, this customer is scheduled to be reimbursed under the contracted timeline. We apologize if you are dissatisfied with our contract terms, but we are looking forward to returning your deposit. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We, elected to install solar panels in December 2023 paying $75,000 and promised that it would be installed within 30 days **** The process was horrible from installation until now. They just passed inspections and put us on the grid in mid-March. During this time we have missed several days from work and currently have 1 panel that has not responded since installation and cannot get anyone to respond. We have called emailed with zero to little results in the serval month process. We now are desperate to get this resolved that we posted a review of our experiences on ****** but still haven't heard from anyone.The only thing that went smoothly was the processing of the financing. Everything else was a complete and utter failure. Prior to the day of installation my wife and I prepared the area of install and replaced all of our plumbing vent stacks with brand new varmint proof stacks, as we would not be able to easily access them after the solar array was in place. The vents were to remain accessible per the signed and sealed engineering plans that were provided to us. Install day proved that these people have no idea what they are doing. The installation was a total abomination and hack-job. Zero skills possessed by the installation crew. The crew deviated from the signed and sealed engineering plans without any approval from anyone and cut off the brand-new vent stacks and covered them. The crew missed the roof rafters in multiple locations when anchoring the grid mounts as well. Our first call was to our salesman, that first said the crew should never do that, only to later contradict himself and declare that the install crews are the professionals and know what they are doing. Not really a true statement!!! Our salesman became combative, and I subsequently band him from our property. 3 failed Hillsborough County inspections later and 3 more visits by 3 different crews, a few of whom that stated, "we really hate working there". We found through conversations with the last crew, that most of the other crew members had quit. We repeatedly telephoned the office and sent emails only to get the "we will have to get back with you" response. The ongoing delays aligned perfectly with the arrival of our first billing cycle due date for the solar system financing, resulting in the joy of paying our TECO bill along with our new solar system finance payment!! The array was finally adjusted and EHS ordered the replacement vent stacks but it was another lame job due to the fact that the vent pipes were already cut so short. A week later we went live, with no fanfare, we were shown the app, and one of the panels were not producing. The technician told us it takes time for it to register. 3 more attempts to get that resolved and nothing. Now a month after going live it is still not producing. Called the office today and it just rang, no voicemail, I then mailed our original contact and mail demon replied: Not a valid email address. I could go on and on about how something we were so looking forward to having installed and the going green and doing our part......has totally sucked!!!! Seek out your solar needs elsewhere my follow consumers, this is not a place to do business with.

  

  Business response

  05/20/2024

  We were not aware that the homeowner had just replaced all of their plumbing vent stacks with brand new varmint proof stacks, and that they would be so upset with us trimming the piping down to fit the solar array. This is generally always done when the possibility arises, because most people would agree it's aesthetically pleasing to have their solar array all together in one space instead of spaces between the panels. It is allowable to install panels over vent piping as long as they are installed properly to building code. We had no idea it would cause such havoc with our customer. Although the estimated layout of the solar array was to lay solar panels around the piping, on the day of installation, the installers were able to install the panels over the piping, thinking that the homeowner would appreciate the outcome. It's not an issue to revise the engineered plans so show the new layout per the installation. This particular customer did not appreciate this at all, and we found this out the hard way. Of course we tried to go above and beyond to make things right with the customer. We reimbursed the customer for all of the materials they purchased the day before to install their varmint proof stacks. We also sent technicians out a few times to try to add the new varmint guard materials we purchased, to the trimmed stacks. It did not go as smoothly as we expected it to go, because we don't normally do this work, but we got it done. The inspection never failed because of the solar panels causing an issue to the stacks, we needed additional straps on the conduit and a revision. We even contacted the Chief Plumbing inspector who advised there was no issue with the panels covering the vent stacks, as they were installed properly showing correct space for air flow. We explained this to the homeowner and told him we wanted to work with him and make things right. We reimbursed his materials, reinstalled materials for him, and also reimbursed a loan payment. The homeowner stayed home for the inspections, but we told him it wasn't necessary to be there. It was his choice to miss work. Unfortunately, we can not reimburse for his time off work. Regarding the single panel that shows low production, during certain times of the day there is slight shading to the panel. This does not require a service appointment, and the small amount of shading on this single panel wouldn't affect their energy bill.

• Initial Complaint

  04/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My EHS home solar system has not worked properly for over a year. The problem started while the system was still under warranty. And last month my home solar system stopped producing any electricity and is now costing me money as I have to get all electricity from the grid. EHS sent technicians to the house only to say they dont have the parts or the manufacturer is the issue. Ive sent emails requesting updates and have not received a response in over a month. Now I cant even get a phone call through to them.

  

  Business response

  05/01/2024

  We greatly apologize for your frustrations. We had to upgrade our phone lines but they are now 100% operational. Your system was also repaired under the warranty. As a friendly reminder, EHS offers free labor, and the parts are covered by the manufacturer's warranty. If the manufacturers parts malfunction, EHS will provide free labor to replace those parts. It is common that technicians need to be onsite to receive approval from the manufacturer to receive those new parts for the system. As a confirmation for you, your system is currently up and running as it should be.

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I received a letter from Zoomlien regarding a bill to EHS from a contractor. The letter states that if EHS does not pay the contractor, then a lien will be placed on my home. EHS has said there is no lien on my home. I know this. They didn't read the letter when I sent it to them. The letter states I should request a written release once the bill has been paid. I have asked several time if the bill has been paid. I either get the run around or no response at all. Their customer service is the second worst I have ever come into contact with in my life, but I have never ran into a company that actually lies to me (one example: *********************** on 2/27 wrote: "This has been taken care of, thank you!"). I have contacted them 4 times since Feb 27th with no response. If they lie and say they have responded, I have written proof they have not.

  

  Business response

  05/01/2024

  The bill has been paid, and this complete should be resolved.

  Customer response

  05/02/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/22/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On the 9th of March, 2023, EHS deposited my check for $16,510 that was to be a downpayment on installation of solar panels for my roof to generate electricity. Since then nothing has been done. I have no solar panels and when I call, (on the rare times they answer), they assure me they are working on my problem. They have an office somewhere in the ******/********** area with phone number **********. I can call that number and leave a message. I am assured they will reply within 48 hours. They do not.

  

  Business response

  05/01/2024

  We greatly apologize for the delay in your project. It's taking longer than expected, but we are still actively working to complete the contracted project. If you are having issues contacting our ************* and need to speak with a representative, please call our Florida office at ************ and we will help connect you. Thank you for your patience. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Generac solar energy system, installed and warranted by Efficient Home Services (EHS) has failed to function properly. I've repeatedly called EHS and can never reach anyone. I've left messages and never got a reply. This problem has been consistent since installing. If appreciate it if they would contact me and set up an appointment.

  

  Business response

  03/18/2024

  We've successfully been in contact with this customer in the past regarding their solar system issues. We've  previously scheduled appointments and resolved the issue. The last time we were onsite at this customers house was in January 2024. We replaced the battery and confirmed the system was functioning. We have not heard from this customer since then. However, we are happy to reach back out to the customer to schedule a service appointment if in-fact there is a concern. Our customer service number is ************ and our service email is *************************** You can reach us Monday through Friday 9am to 5pm. We will be in touch with you shortly.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My husband and i were visited by two agents on September 24th and put a $17,000 deposit on getting a new roof and solar installed.We then spoke to the same agents on the 25th asking about putting a hold on the job until we received other quotes. We were told we had a week to make a decision.Within 2 days, I mailed the required cancelation letter along with a copy of the email sent by their agents telling us they would give us additional time to make a decision before charging us to cancel.We entertained a few other quotes and kept in contact with EHS agents as we continued to review things. We were assured a refund of our money would be issued no less than four times. Part of our decision not to continue doing business with this company was as a result of feeling like our money was being held hostage, which we openly expressed to them and were assured was not the case.It is now almost three months later and when I contacted the company today, I was told our refund had still not been issued.

  

  Business response

  01/15/2024

  We greatly apologize for the delays and confusion on our behalf. This reimbursement has since been returned to the client in full.

• Initial Complaint

  11/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased the Solar Panels in 2018 They have never worked as well as promised. Sometimes they do not work properly at all.They have had to replace the same part more than once and it keeps going out. I am not saving money on electric bill as promised.I am spending more now than I was before even going ***************** is slow and hard to contact.

  

  Business response

  11/28/2023

  We have been in contact with the homeowner since we were first informed of the system issue. Unfortunately, the system issue isn't related to installation, and is directly related to the manufacturers materials, in this case, the inverter. EHS often includes a labor warranty along side the manufactures warranty for circumstances like these; if the manufacturer's materials malfunctions or fails, EHS will provide free labor to service the system, which we have honored. A new inverter order was placed under the manufacturer's warranty, Solar Edge. We have scheduled and confirmed with the customer to have the new inverter installed 3 times, and each time the customer has no showed us, or prevented us access to the property in order to install the unit. The next date scheduled is 12/1/23. We hope to complete the job at this time.

  Unfortunately EHS cannot control the manufacturer's shipping timelines or communications. We also don't cover electric bill costs due to the manufacture's material failure. Please redirect your input to Solar Edge to see if they are willing to compensate you. We appreciate working with you and look forward to having your system up and running as it should be.

*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. ↩