ComplaintsforEfficient Home Services of Florida, LLC

• 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.

• Initial Complaint

  11/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  The sales rep ****sold the product and flat out lied in verbal expectations.

  

  Business response

  11/16/2023

  We have reviewed all the customers contract information and found that everything installed was done as agreed upon. We have worked with the customer to meet his needs as best as possible.

  Customer response

  11/18/2023

   
  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

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Roof leaking at solar panel connection to roof. Had two roofing companies come in to look at. Would not fix due to warranty.

  

  Business response

  10/10/2023

  We went out to assess this leak several weeks ago. When we arrived onsite there were no signs of leaks, and the customer advised he had just installed new drywall under the area he advised was a leak area. We couldn't identify any leaks at the time of the visit on the roof, and the drywall looked normal. We also went back out to the site once again, and we installed new mounts so that there were new water proof washers installed. It's still very difficult to determine if there's actually an active leak there, but we made sure every single mount, especially above the room in question, was properly sealed. We have never received a third party roofing report from this customer. We've also sent this customer in the past a $1,000 check to meet customer satisfaction. Unfortunately, we won't be offering this customer more money, but we are happy to resolve his issues to the best of our ability as described in his warranty. Thank you for being a valued customer to ******************** Home ********************.

  Customer response

  10/11/2023

   
  Complaint: 20702851
  
  I am rejecting this response because: They lied. No dry wall has been replaced. Either now or on the first time they came out.The tech that just came out told me with witness there that he remembered the leak and that it was hard to see because i sprayed it due to a inspection that i had the next day. The tech said he would give me a report. He never did I called the main office and was told they don't give out reports. The same guy came out and said he would send me a report. Still waiting on it. This company has called me a liar twice. And now lying to you. this company needs to be closed. You cannot trust anything they say.
  
  Sincerely,
  
  *********************

  

  Business response

  10/12/2023

  We are sorry to find you feel this way,  but we look forward to creating a better relationship with you in the future. Regarding your roof leak complaint, we have corrected the claim as described in the previous response. If you have any other questions, feel free to contact our customer service line at ************.

  Customer response

  10/13/2023

   
  Complaint: 20702851
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  purchased soalr panels from the ***** branch. All was well until i have an issue. they started my system in January 2023. The ****************** failed the inspection. May 23 2023 they finally came and fixed the issues and had the reinspection. The installation passed. they charged me **** dollars for replacing the electrical panel. They decided it wasn't required. They took 6 months to refund me 75 percent of the money. now the roof is leaking and they will not answer texts emails or phone calls. Their customer service is negative ********. i give up!! *** having a company fix the roof and passing the bill to them.

  

  Business response

  09/08/2023

  We greatly apologize for any inconvenience or miscommunication caused by EHS of *****. We have made contact with our ***** location, and they have confirmed that they are able to send someone out to your home to assess the leak anytime next week. We can also provide you a direct email address to contact the ** at that location if you are having difficulties reaching them by phone. Let us know if next week will work for you.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In July 2022, EHS installed a solar array on my roof without a permit and in a poor, faulty, unworkman like condition. After installation, EHS activated the system before it could be inspected (because they did not obtain a permit) and before a bidirectional meter could be installed by the utility company resulting in significantly higher utility bills. Since then, the array has never been functional, EHS has not reimbursed my financing payments and charges as warranted and has not corrected the defects in the system.

  

  Business response

  07/24/2023

  We have been trying to work with this customer to rectify his concerns. We have reached out to him multiple times to come to a solution but we have not had successful communication on the matter. Please respond to our emails or call our office ************ so we can look into this further with you. Thank you.

• Initial Complaint

  06/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In October of 2021 EHS of ** LLC installed a new roof, insulation and Solar Panels. I paid them $73,112.00 to install. They promised to complete the installation to read energy production via App, map panels and promised the panels would offset my *********** Bill 100% (less DE usage fees). I received 3 different bids, although definitely not the least expensive, I went with EHS due to their guarantee of 100% offset. They have let me down at every phase of the installation.EHS had the crew work in the dark on the second story roof without lighting resulting in only half the panels working initially the first month. They resolved this after a month and credited me ~$200 initially for the first month to offset the *********** Bill. They left a large mess behind. They do not send out any project managers to review work. The roof continued to leak from the time of installation in multiple areas pouring water into the home over the past year. They took pictures but never came back out to fix the inside damage. They finally patched the new roof over the course of many months.From the time of installation, when I saw that the panels were not producing sufficient power to offset the *********** bill, they told me not to worry as they would evaluate end of year to see how things evened out and if it didn't they would take care of the difference as well as make some adjustments to ensure that it did moving forward. The ** Director kept telling me that they are still working on it, but every month would keep telling me the same. Over the last few months I found that ** Dir is no longer with the company and they said that they would call me back (on a few occasions) but to date still have not. I would like them to complete the installation, correct the meter errors and make good on their promise to get the panels to offset my *********** Bill. Suggestions that were given were relocating some existing panels or upgrading some panels to help with production.

  

  Business response

  07/06/2023

  This customer's roof has very limited roof space and not a lot of open areas to move panels around in places where we could expect more sun exposure. The home also is a two story house built in a way that towers over the first story, creating more shade than anticipated during certain times of the day. Due to the lack of roof space, and previous history of roof leaks, we don't believe rearranging the panels on the roof will be efficient. As far as the annual review, the customer must be referring to our first year production review, but this document is not included anywhere in the customers file that we see. It is a signed document generated during time of sale which may or may not be included with each sale since there were periods of time and certain circumstances that this bonus is not offered. The production guarantee will include a First Year's Production Guaranteed amount of energy, with a clear description of the program rules and how the pay back works. In a Production Guarantee, EHS promises to guarantee the amount of energy the system is expected to perform in the first year, but not the homeowners actual usage since the homeowner's consumption can change throughout time.  If the customer is having a CT meter issue, this does not effect the production of the system, and can easily be fixed, often times remotely. The customer would just need to call in to report a service request at our customer service number. Also, if we have yet to finish drywall work from a previous leak, we are more than happy to repair that too which again only requires a phone call to our customer service number at ************ to report a service request.

  Customer response

  07/06/2023

   
  Complaint: 20221801
  
  I am rejecting this response because:

  As you will see from the attached email thread, the company has not responded to my repeated requests to fix the issues, the same ones I mentioned.  Judging by their response, I assume that they lied about their guarantee of offsetting the *********** Bill by 100% and these were all misleading sales tactics.  They were VERY specific about what they would offer and the process of taking care of it, but no action.  They stated that they would assist in correcting the challenges but are now going back on that word to not assist.  Their salesperson lied about the guarantees that the company would back as well as the service staff throughout the process.  I spent 73 Thousand for no guarantees?  I'm not asking for the world, just that they stand behind their word, their promise and to fix what they promised.  If these issues could be resolved by a service call, then why haven't they responded when I placed these service calls?  They have a record of how often I have called and you can see in my emails how often I requested updates.  I am very disappointed in their lack of doing the right thing and that a manager would not even call me to tell me that they were not planning to help me.  I hope that they will do the right thing.

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

  

  Business response

  07/13/2023

  Unfortunately, we cannot see the email thread. If someone could submit screenshots of the conversations instead of the editable word document, that *** be better for viewing purposes. Looking through the account, the homeowner contacted us in December of 2022 about questions regarding his electricity bills. Then again in March of 2023 to alert us of the ** meter, which our ****************** made remote adjustments to fix. The last time the homeowner contacted us was in May 2023 to discuss adding panels to his home but there was no information given about his ** meter concerns. This complaint is the most recent notification of the ** meter issue.
  Regarding the remaining concerns in the customer response - The fact that the homeowner is aware of a production guarantee, but that there still was no production guarantee signed or documented in this sale, leads us to believe that there was most likely a discussion with the customer at time of sale regarding the inability from our company to guarantee a production amount on a home like this due to the build structure of the second story as well as lack of roof space. We don't understand how the homeowner insists that he signed up for a first year's production guarantee, but there is no information that supports this or the amount promised. In order to assist in a resolution for this customer at this point, we are willing to install several extra refurbished solar panels on the home to help with production. We are not quite sure how many can fit on the roof, but perhaps 4 additional. These refurbished panels are still great quality and will be covered under the same warranty that the customer currently holds. Please call our office at ************ to speak with our Manager about scheduling the add-on panels.

  Customer response

  07/18/2023

   
  Better Business Bureau:
  The company is incorrect on their statements regarding the guarantee (they were very detailed in assuring me they would cover 100%) and also their willingness to address the ** issues which are at the installation point, not remote.

  I have only wanted them to make this right and do what they said they would, so I accept their resolution in adding the four re-conditioned panels and resolving my ** issues as promised.

  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

  06/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  As of 6/5/23, EHS has not come and turn on my solar panels that should have been on since January 2023. The solar panel installation was completed by 12/22/22 and prior to that the inspections failed twice to turn on earlier than the date. I have text messages (proof) from ***** stating that he will come to turn on and he fails to show up time and time again. I have paid FPL for last 6 months of $2,429.07 from Jan to Jun which is unnecessary when I have solar panels on top of paying for my solar panels of $395.37 per month. I want EHS to finish the job and reimburse me for $2,429.07 for their lack of installing my panels. Also, my fuse box hasn't been reinstalled. It is still lying on the ground. I have uploaded text messages between myself and EHS on the times we scheduled setup and when he failed to show and pictures of my fuse box not being installed.

  

  Business response

  06/19/2023

  We are sorry to find you're upset regarding the rescheduling of your inspection for your solar project, for a second time. We understand construction projects can sometimes be time consuming and difficult under certain circumstances depending on the scope of work, and although Efficient Home Services strives to relieve the homeowner of any and all responsibility of the project as best as possible, there are times where some situations are out of our control. Inspections are a necessary part of your project. Another reason the project was delayed, was due to the homeowner taking nearly a month to provide EHS with the Tier 2 homeowners insurance declaration page. This is a requirement that is advised during time of sale, reviewed during the welcome call, and reminded again before the inspection. We use this process so that the homeowner has ample time to get this additional insurance. Although we completed these steps with the homeowner, the documents were still delayed.

  In the text messages, it is clear that EHS has tried multiple times to connect with this customer in person. ***** has even offered to rearrange his schedule, and drive out of the way to meet this homeowner but she has not been easy to reach. EHS is not responsible for the homeowner's lack of availability, and ability to power on the system as this is a simple "flip of a switch" type of step that the homeowner is capable of completing without our assistance. The homeowner also has another solar system with us, which has already been powered on by *****, so she should know how this property's system operates since they are both the same system type. The homeowner is also able to call the office, and request customer service to easily walk her through turning it on if she is really not able to do so on her own, however the office has not been notified. 

  We apologize for your unsatisfactory but this review does not require reimbursement. However, we are more than happy to send our concierge service to your home to assist with powering on the system. Please give us a call at ************ and request ***** to reach out to you to schedule, or once again, our staff can walk you through the process. Thank you for being a valued customer to ******************** Home ********************.

  Customer response

  06/19/2023

   Complaint: 20148371
  
  I am rejecting this response because of the following points:

  "We are sorry to find you're upset regarding the rescheduling of your inspection for your solar project, for a second time. We understand construction projects can sometimes be time consuming and difficult under certain circumstances depending on the scope of work, and although Efficient Home Services strives to relieve the homeowner of any and all responsibility of the project as best as possible, there are times where some situations are out of our control. Inspections are a necessary part of your project."
  

  Point 1: It is EHS responsibility to make sure to provide the service and follow up with the county to have my solar panels inspected and approved to be turned on. I have provided pictures showing the fuse panel is on the ground so I understand it did not pass inspection. When will EHS come to finish the installation for approval?
  

  "Another reason the project was delayed was due to the homeowner taking nearly a month to provide EHS with the Tier 2 homeowners insurance declaration page. This is a requirement that is advised during time of sale, reviewed during the welcome call, and reminded again before the inspection. We use this process so that the homeowner has ample time to get this additional insurance. Although we completed these steps with the homeowner, the documents were still delayed."
  

  Point 2:  My complaint isn't with me taking time to pick the proper insurance to cover the Tier 2 system. 
  

  "In the text messages, it is clear that EHS has tried multiple times to connect with this customer in person. ***** has even offered to rearrange his schedule, and drive out of the way to meet this homeowner but she has not been easy to reach. EHS is not responsible for the homeowner's lack of availability, and ability to power on the system as this is a simple "flip of a switch" type of step that the homeowner is capable of completing without our assistance."
  

  Point 3: In the text messages, it proves that he has not come to do the job. He has scheduled with me just to change it for one reason or another.  I have told ***** multiple times I am available on Monday, Tuesday, and Wednesday all day.  I only work Thursday thru Saturday.  It is not difficult to be scheduled.  
  

  Point 4: How can I turn on a system that has not passed inspections as you stated in the first few sentences for my property at *************?
  

  "The homeowner also has another solar system with us, which has already been powered on by *****, so she should know how this property's system operates since they are both the same system type. The homeowner is also able to call the office, and request customer service to easily walk her through turning it on if she is really not able to do so on her own, however the office has not been notified."
  

  Point 5: I was not watching ***** when he turned the system on at my home.  I was inside my home and was not given a ****** on how to turn my solar panels.
  

  "We apologize for your unsatisfactory but this review does not require reimbursement."
  

  Point 6: Your apology means nothing to me when your actions show you are not as EFFICIENT as your business name implies you are.
  

  "However, we are more than happy to send our concierge service to your home to assist with powering the system. Please give us a call at ************ and request ***** to reach out to you to schedule, or once again, our staff can walk you through the process. Thank you for being a valued customer to ******************** Home ********************."
  

  Point 7:  Send me someone other than ***********  He can't seem to come when I am available or on my schedule. Also, I have reached out to speak with a manager and was told that it would take 24 to 48 hours for someone to call me back.  It has been a week and I have not gotten a call yet.
  
  Sincerely,
  
  ***********************
  
   

  

  Business response

  06/27/2023

  The system passed inspection on 2/2/23 and the homeowner was notified of this the same day, when we reached out via phone call to collect the Tier 2 insurance documentation. The bidirectional meter was approved by using the passed inspection results. This is all part of the process as described to the homeowner in the initial welcome call, the same process that was conducted on her first solar installation with us. 

  The electrical panel cover was never installed at the home initially when we met with her, and we don't believe that panel cover even fits the main panel at that home, which would require the homeowner to purchase a new panel cover if she wishes it to be installed. This area has been left as it was found.

  A manager reached out to the homeowner but there was no response. The homeowner called in today and requested to have EHS come out to power on the solar system for her. ***** called her back immediately, and scheduled to meet with the customer tomorrow to complete this step. We can reach out and discuss over the phone with the homeowner options to replace her main panel cover, or perhaps ***** can try his best to s**** the unit back on while he is onsite with the customer if it's even possible.

*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. ↩