ComplaintsforEfficient Home Services of Florida, LLC

• Initial Complaint

  05/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The problems: Since 10/1/2023, when Hurricane Ian hit, the system shut down completely and would not reboot. Got the estimate to have it repaired, took 2 months. They came and took the entire system off the roof and left that was in January 2023. Since then we've called and messaged to find out when the work would be completed with no joy. Finally got all the new parts dropped off 2 weeks ago and last Monday, 5/22/2023, repair were started. During repairs the work crew hooked up the electricity wrong and shorted out or microwave oven, new one(microwave) was delivered but now being told that they cannot put it in until 6/9/2023 totally unacceptable. And the Solar panel system is still not working and the electrical outlet for the microwave oven still does NOT work and the breaker panel is a complete disaster. This needs to remedied immediately before more damage occurs or a possible fires happens due to your workers incompetence. A copy of this complaint will be sent to my lawyer as well. None of my phone calls are being answered or returned. And a supervisor is NEVER available to discuss the issues

  

  Business response

  06/01/2023

  We greatly apologize for the issue regarding the microwave. EHS technician accidentally shorted out the customer's microwave on May 24th, 2023. Our Install Crew Leader apologized to the customer, and notified the Project Manager right away. The Project Manager ordered a new microwave for the homeowner on the same day the incident occurred, and it arrived to the customers house three days later, May 27th, 2023. The new microwave is operational, but it needs to be installed in the same place the previous microwave was, so that it hangs over the stove area. EHS scheduled, with the homeowner, to have the microwave installed on June 9th, 2023 as this is the soonest availability.

  On May 30th, 2023 the homeowner requested to speak to the highest up manager, who was not available that same day, however, the request for a call was returned the very next day on May 31st, 2023. At the homeowners request, we sent another technician to the site on June 1st, 2023 to be sure the wiring was corrected and repaired the outlet, which is now completed. Due to this appointment being squeezed into a full schedule today, we were not able to hang the microwave the same day (June 1st), but we are still on schedule to complete this action on June 9th, 2023.

  Today, as we are responding to this complaint, the customer has called us and notified us that his garbage disposal is not working. This device is not part of the critical loads associated with the solar and could perhaps just be a breaker that was turned off temporarily and needs to be switched back on. Our technician is no longer onsite, and is several hours away from the site as this point. We tried to walk the customer through turning the breaker switch back on, but he is not comfortable doing so. This will be resolved when we are back on site during our appointment on June 9th, 2023 unless there is a spot that becomes available earlier.

  Again, we greatly apologize for the inconvenience, but we will absolutely finish this job and have your solar system up and running as soon as possible.

  Customer response

  06/01/2023

  
  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.  However, my garbage disposal is not working and the electric chart on the fuse panel does not correspond to the circuit breakers. That needs to be updated and replaced. My system has been down for the last 6 months, and my electric bill is very high, where is my compensation for all this down time?
  
  Sincerely,
  
  *** ******

  Customer response

  06/12/2023

   
  Complaint: 20121960
  
  I am rejecting this response because: Since this installation of the battery package for the solar panels, nothing has gone right. They messed up my electric panel, blew out my microwave oven and two weeks ago they promised to have someone come on the 9th of June to install the new oven. Since no one had shown up by ten am today, I called to find out what happened. They had no idea that they were to come out to install. When I ask to speak to a supervisor, I waited three hours and no call back. When this is over I will not do any business with them again. AND I will never recommend them to anyone else. They also screwed up all the electrical outlets in the kitchen which could have caused a fire. And at this time 1:26pm I still have not heard from them.
   
  

  
  

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

  

  Business response

  06/19/2023

  As described earlier, EHS has rectified the issues immediately. Contrary to what the homeowner is describing EHS arrived the day we promised we would install the microwave. The outlet is working and the electrical panel is not damaged and there was no risk of a fire. We sent our service manager onsite the very next day (less than 24 hours) when the homeowner made the claim to confirm this information. During the episode when the homeowner was screaming at our customer service staff about the microwave needing to be installed on the day we agreed upon, a manager interrupted the call right away and took over the discussion. This homeowner has been extremely brutal to our staff using belligerent phrases to directly insult and belittle members of our staff who have no control over the occurrence, also insulting our technicians by using racial comments, and being threatening in an outlandish manner. We understand we shorted out your microwave and we greatly apologize for the frustration, we also replaced your microwave within 3 days. EHS has done everything in it's power to get this homeowner taken care of immediately. Although we don't discredit inefficiency of the accident, EHS is dedicated to correcting mistakes if made on our part as quickly as possible. We are sad to see the homeowners reaction to such a quick turn around time on resolution. This project is passed inspection and completed. We are currently trying to collect funds to which this homeowner has been non responsive. 

  Customer response

  06/20/2023

   
  Complaint: 20121960
  
  I am rejecting this response because: We made no race related talk. We ask that they send someone that speaks English. We could not communicate with them. It took them three weeks to set up things not three days. They had nothing in their system for someone to come out to install the microwave, that's what the yelling was all about. They were supposed to come out on June 9th to install the micro. My system has been down since Dec 8th 2022. The inspector had to come out two times because there was no paperwork. We are still waiting for the electric meter to be replaced. We have not received any itemized statement of charges.

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

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  hello sir/madam, I have one issue related to the solar company actually in Jan 2022 I signed one contract with the solar company and after that they start installation but they took almost 5 months for installation, he told me because it's a new system so it takes some time, during that they damage my roof and side wall also but still I adjust and request please fix it and finalize installation, after 5 months when I frustrated and told them now I register your complaint, they texting me that system work now but on customer dashboard where I able to see my production it's showing error but they telling me it's nothing ignore it, but happened continuously I getting error message received, I received my electric and *********** but they guys don't listening and give me justification it's winter so that reason it's happening but I get notification from my portal that system have some meter issue but they don't listen and ignoring me totally so I am contacting on manufacture company who's take care of the system and they confirm it's some system issue and it's look installation not done propely, but they guys not listening and totally ignoring my request, it's more then year they cheated me and waste my time and money, i am continuesly trying to catch them and Recently one manufacturing company person tried to push the installer to visit a site and fix it so one engineer came and agree on the spot that installation was not done properly now I fix it and other issues regarding the panels direction it's not in my hand if you have a map so please share with me or if not then we need to remove panels and then rearrange it but after that they don't reply me back now I am fed-up, I ignoring my loss and sale guy also fight with me and said don't call or text me again it looks I ask some credit to him, kindly advise how I get justice, now I don't trust on installer company, after loan approval they start ignoring me how do I trust they handle a 25-year warranty.

  

  Business response

  06/01/2023

  We have honored the request for service to this customer and we are not quite sure why he believes there are still issues. We have performed a system check, and the system is fully operational with no issues. This information has been relayed to the customer. Attached to this response is a screen shot of the homeowners solar system fully operational. This project was installed over a year ago, and there is no information or advisory regarding damage to the roof or wall that EHS is aware of, and nothing in the customers account regarding work that needs to be done. Is the customer advising that there is a repair needed associated with the roof or wall? The only complaints between the sale representative and the customer, was the the customer was contacting the sales rep at all hours of the night and early morning on his personal cell phone. Please reach out to the ***** office ************ if you have questions, concerns or need assistance related to your solar system. We apologize for the inconvenience or confusion we may have caused you, but everything shows to be operating properly. See attachment.

  Customer response

  06/01/2023

   
  Complaint: 20120587
  
  I am rejecting this response because:
  exactly it's my point it's one year and still system not install properly so how i trust you guys take care all warranty properly in future i attached email copy where you clearly see that Load controller and system controller not install properly and after one year fight you CEO ****** send engineer to my house and he fix it can you explain without that how you monitor system production now come on second point panels direction in your map and in physical location direction totally unmatched so let suppose if some panel not work properly or give some error in dashboard so how we know that which panel stop working. 

  if you check with professional ***** staff so you not defend like that and damage of roof check with ********************** and ******* they have pictures when it's happen, and i inform too many time but you guys ignore it and trying to gain time in start when i told them now i am going to SVC side and stop my payments because you cheat me so ****** come my house and give statement not do it we finish it very soon my bad that i trust you and it's more then year and now you guys told me system is up if you don't mind check production graph and check with manufacture company they also trying best to resolve the issue but you guys not listening 

  
  Sincerely,
  
  ***** Din

  

  Business response

  06/02/2023

  We are so sorry, but we are quite confused. We did check in with our ***** office staff as well as Taylre before responding yesterday, regarding the said damage to your roof and wall as well as the rest of the your concerns. She is not aware of the said damage, and we are not seeing additional information in the account regarding this. Please provide photos as we are happy to correct an issue if we've made a mistake. The panel layout on the monitoring app has been remotely designed to match the layout on the roof, although this does not have any effect production this has been resolved.

  Also, the attachment that the customer provided in the response does not include any information regarding a malfunction or a non operating unit. There is only confirmation from Enphase Support that the system was installed. Please see both of our attachments which shows System Controller normal, Load Controller normal, Solar System normal, Lifetime Production is available in MegaWatts, and all of the information needed to verify the system is operating as it should be. We are still not sure why the customer is requesting service, or claiming the unit it not working. If the manufacturer, Enphase, is assisting the customer they will either resolve the issue and consider it complete, or they will notify the installer (EHS) of a system issue that needs our assistance. We have not heard from Enphase at this point regarding a recent or reoccurring issues from this site. Again, everything is operating as it should be and we don't see where the customer is finding these issues.

  Regarding the desired resolution which is asking for a refund, EHS has reimbursed this customer for his requested loan payments. The system was installed in March, and started operating in May. The loan payments due at that time were reimbursed to the customer along with a $5,000 contract rebate.

  Customer response

  06/08/2023

   
  Complaint: 20120587
  
  I am rejecting this response because:
  if ***** office told you we are not aware so sorry for that it's mean they are big cheater and fraud because they knows everything and they ignoring me for prof you check ****** email here I am not able to attached it but mobile conversation I trying to add here. 

  and dear installer company you take one year to complete this installation and now you say everything is ok read my complaint care fully day first to till now i trying to saying it's one year and installation not done last month when i add manufacture company in email so after that you guys send one engineer to fix the issue can you explain one year you guys not listening so how I believe that you guys fulfil your commitment and give support properly it's 25 year contract and you attached recently production graph only I also attach here whole year graph for your information. 

  issue is not that it's fix or not issue is that one year what you guys doing when customer request you many time  that system not work that time you take relax and when I start complaint upper level and take legal support then you guys solve the issue so how and why I trust you one single reason can you explain me kindly that in 25 year you give me proper support, so that is reason I want separation with installer company because they give totally wrong statement in every point. 

  ***** office all main 4 person they are in relationship with each other and trying best to cover them who's use nail in roof for installation of panels and wires I am new homeowner so they provide me justification every roof have nail so it's ok but recently one roof company visit my house they laughing who's say that, mean not a single point they give me fair and correct statement and I am very shocked how they give statement that we are not aware i attached some messages and production graph in one word file where it's mentioned clearly they trying to give wrong statement. 

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

  Customer response

  06/29/2023

   
  Complaint: 20120587
  
  I am rejecting this response because: I have 3 concerns, 

  Load Balancer & System Controller: in Jan 2022 we sign the contract with the installer company and after that, they start the installation and 04/04/2023 installation going done so my question is is it a professional way for the installer company they take one year to finish one installation whole year I pay my bills and they told me everything is done but when I add manufacturer company and financial company so they send one engineer to my house and he fixes the issue if they say the system is in working condition so why they send engineer at my house? for your reference, I attached the whole year's production graph here and if you want you check with the manufacturer company and also confirm me system was not installed properly it's not our fault it's the installer company's issue why they doing that we are not sure. 

  
  Solar Panels Map: they give a statement here it's not an issue we fix it remotely so my question it's one year and till now they have not able to fix it remotely so when they fix it and secondly how it's not an issue how you know panels doing good production or if some panels do not give properly production so how we find it without proper mapping how someone says everything is the good main thing is mapping and you do not do it the proper way. when the engineer visit my house so he confirms I don't have a map and without that, we not able to fix it if you have a map so please share it with me means you guys install it and you want to me that I provide you map and one year it's not fixed so is it my responsibility to fix it or we need one more year wait for it?

  Roof & side wall damage:  they guys how stated that the ***** office staff is not aware of any damage or issue in the system for Prof I attached here some mobile text messages with ****** and ****, and on the roof when they start work I notice a lot of nails installed in my roof so I ask a question so they justify my every roof have it so it's a common thing we do not install it, every roof when installing so for the support they use nails I am new homeowner so I think they give me correct statement but recently when one roof company visit my house and I ask to them so they told me it's wrong statement you check with any person whose know about it they telling you in roof no nails use if we use nails so they decrease your roof life.  More than one year I suffered so now I don't want them to give always me the wrong statement and try to cheat me on every point, one year and daily bases I waste half a day with them to fix all things.  my one-year wasting cost who's responsible for that?

  1. my one-year wasting cost who's responsible for that?
  2. I continuously pay my electric and *********** and the system is not installed. Who is responsible for that?
  3. damage to the roof and side wall. Who's responsible for that if you want to hire a one-third party who visits my house and creates a report that my statement is true or not? 
   
  

  Sincerely,
  

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

• Initial Complaint

  04/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 04/08/2016 The salesman , his name is **,-7274332038stopped by and asked if i want to have my sola system on my roof,it cost me around $29,000 , i agreed to buy, I asked him if in the future,i need to replace my roof,BUT I FORGOT TO ASKED HIM WRITE DOWN IN THE CONTRACT, this company would come to uninstall &reinstall for free, but on 04/18/2023, i call them that i nee to replace my roof, i was told, i will cost me $4000 to uninstall & reinstall the system. Thanks

  

  Business response

  04/24/2023

  The homeowner claims that nearly a decade ago he was verbally promised a free uninstall/reinstall. EHS does not offer this service free of charge. This is a service which requires new parts, labor and truck roll fees. There is nothing written in the contract that reflects a free uninstall/reinstall service. The customer requested to have EHS discount this service explaining in depth that he could only afford to spend $3,000. On 4/20/23 we advised the customer that we would honor a discount in order to meet customer satisfaction. The lowest price we could possibly offer on this service for this particular home and solar system was $3,200. The customer responded with "Thank you so much!" and our finance department sent him the payable invoice to move forward to the next step, which would be scheduling. Unfortunately, we are not able to discount the service any further or honor it for free.

  Customer response

  04/27/2023

   
  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

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is for the installation of solar panels on my home. The contract was signed on the 07/28/2022 with an agreement to have the trees around the property trimmed. The system was put into operation and connect to the power system on 12/12/2023. The panels aren't. producing consistent power on all three array even though i is in full midday sunlight. I have been trying to have this problem corrected by EHS but have no tangible resolution. I was told by EHS Service Manager **** that he did notice the discrepancies and he will send someone out with a control panel to fix the problems. He did send someone out with a camera who took pictures stating the house has too much shade. After speaking to him again he said the panels were dirty. I had the panels cleaned as per ****'s instructions. I sent him a pdf file showing him the cleaned panels in full sunlight. I tried on two occasions to contact *********** Manager again but the answers i get from the front desk is that he is busy out in the field, and he will get back to me. I am now paying two bills for my power at this moment because i have to repay the loan bills and *********** every month. Can you please help me? i am at my **** end.

  

  Business response

  04/19/2023

  The customer's home is surrounded by trees. We explained this inconvenience to him when we met with him in person during the time of sale. The notation is also written clearly in his contract at the top of the document, page one, in the description section, included by the sales representative -that the homeowner is responsible for the tree maintenance and full production is not possible without it. This was notated so that the customer understands, before we install, that he is fully responsible for the shading issue. The customer still agreed to move forward and was contracted with us to have his solar system installed. We don't believe the customer has ever cut back any of his trees since he has had the system installed because the photos and amount of tree shading he has remains the same. The photos which are taken by EHS technicians look the same as when we first met with him. We've explained to the customer multiple times that his system is not receiving the full amount of sunlight needed to meet expectations which is why his solar is under producing. The customer does not want to accept this answer, refuses that shading is an issue, and becomes escalated, yelling at our staff and calling us liars. Due to the customers relentless accusations, we have rolled trucks and sent service technicians free of charge to the homeowner to service an issue that isn't covered by warranty, and for reasons we already know the answer to, but the customer is unwilling to accept it. We've offered other suggestions to him, like cleaning the panels for example, because we are in a position where he won't accept the true answer to the problem. Please see the photos uploaded which show the silhouette of the tree branches on his solar panels. You will also find other very large trees surrounding the home in the photos. The customer received a $4,000 check from ******************** Home ******************** to get the trees cut, which was part of the contracted agreement, but once again it doesn't seem like there has been any tree work done. The only solution to this problem is to alleviate the tree shading, just as we have advised him from the very beginning. 

  Customer response

  04/20/2023

   
  Complaint: 19935965
  
  I am rejecting this response because: I supplied EHS with the paid invoicesshowi9ng the trees were trimmed. the pictures shown is an old ****** map shot.

  All i am asking for is for the Service Manager **** to take a look for himself. If he does that i will gladly accept his views. This was discussed with him before he sent the gentleman to take the pictures. Please note. The money which i received was an agreement that i had with EHS to trim the trees which was done. The were supplied with the first invoice for trimming the three trees. i also removed the branches on two other trees recently which i told him i was doing. enclosed are the tree trimming invoices and a file from the panels.

  
  Sincerely 
  
  ***************************

  

  Business response

  04/20/2023

  It has been confirmed by ****, our Service Manager, as well as our onsite service technicians and all of our customer service staff that the issue is tree shading.

  Customer response

  05/04/2023

   
  Complaint: 19935965
  
  I am rejecting this response because:

  Mr. **** said that his assessment of my complaint was that there was too much shade, and he submitted a file showing the trees over my property. I don't agree with his assessment because the picture he sent is an outdated GPS Map photo that he got from the internet. the picture doesn't even show the panels on the roof. I submitted files showing i did trim the trees, so his assessment is in accurate. I also sent a file showing the panels in full sunlight This picture is from the company they provided, and he can pull up the panels in real time and see the same things i am complaining about. All three Panel Array does not show consistency in the output. Check file.
  
  During my prior conversations with Mr. ***** who admitted the inconsistencies and promised to send a technician out to check and or make the necessary adjustments as the panels may need synchronization. He Reneged on that promise plus ne never visited the property at no time. My complaint is why the panels reading are insistent across all three Arrays in full sunlight.
  
  Sincerely,
  
  ***************************

  

  Business response

  05/09/2023

  The photos we submitted are from March 29th, 2023 and April 14th, 2023. We have attached them again, which shows the silhouette of the tree limbs hanging over the panels. The customer was also sent a $4,000 check for tree maintenance of surrounding trees. In his response we see he only used around $1,200 of that amount (4 tree limbs on two trees), but it's recommended to conduct more maintenance towards all of the surrounding trees. We acknowledge that the customer's tree invoice does describe 4 limbs were removed on two trees, but the diagram submitted which the customer is referring to, shows there are surrounding trees, those of which are still there. More tree maintenance is needed in order for the panels to produce what they are capable of. The system's panel voltage was tested negative for faulty panels and found positive for tree shading issues per record. EHS has inquired according to the customers concerns, and EHS has done our due diligence in order to determine the factoring cause of the underproducing issue. We've sent qualified technicians to the site who have determined the factoring cause, and have gone over the data onsite and remotely to be sure. EHS has also recommended a solution to the factoring cause, which is an action required by the homeowner and not covered under warranty. We apologize if this response sounds redundant, or if this issue is causing frustration. We simply don't have any other answers, as we are certain this is an accurate conclusion. 

  Customer response

  05/11/2023

   
  Complaint: 19935965
  
  I am rejecting this response because:  1: The statement In the message where i used $1200 for trimming the trees is erroneous. On the 02/08/22 ii have the bills showing i for trimming the trees. This was paid from my pocket. The reimbursement was for the monied i paid whish was a rebate from the loan from the finance company as was written on the contract.
  
  2: The $1200. dollars i paid on 03/14/23 was for additional tree trimming by west tree services. This was presents to Ehs as reference that additional work was done after discussions shading and cleaning. i did submit these files to him previously. He never acknowledges any of that communication.
  
  3: the pictures he supplied is showing the seven panels on the North side of the roof facing south. This was taken after the sun was going down behind the trees. He hasn't shown the panels showing the east and west set of panels.
  
  When the panels were set up the technician said that the panels need at least 4 1/2 hours of sunshine. The pictures i sent shows all the panels in full sunshine. 
  
  I never complained about the Shading when the sun is setting or during the winter when the sun is further south. I will still emphasize that the question asked was why the panel is reading inconsistent across the full array. The pictures show most of the panels are showing that its exposure is good due to the light blue color. There are panels in the group that is showing a darker blue even though it is surrounded by panel that is showing light blue. This is my complaint, and it has nothing to do with shading.

  All I am asking from the first complaint to now is:" Why when the panels are exposed to full sunlight the panels on the three arrays are not reading consistently across the board."
  
  Iam re attaching the documents to back up my complaint again.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted for a solar panel install during August 2022 and it is now February 15th. Although the system is still not operational, we are required to make payments. Because they have already received payment and don't seem capable of passing inspection, they have just stopped communicating. In addition they installed equipment on the neighbors property without approval and have removed a decretive fence also without notice. While terribly disappointed, we have been very respectful and patient. All signs point toward litigation.

  

  Business response

  02/24/2023

  Our customer lives in a flood zone, the home is a connected two story townhouse, and has a shared stairway access to an area with minimal space for electrical equipment, making the inspection process a bit more tedious than a typical single-family residential home. We have contacted the homeowner regarding his concerns, offered a loan payment reimbursement and have since passed the inspection, approved by his local county inspector. We are looking forward to powering his system on very soon. We greatly apologize for any headaches during your construction project. Thank you for being a valued customer to EHS!

  Customer response

  02/28/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  

  While we certainly appreciate Efficient Home Services of Florida has resumed communicating with us regarding the project; however, it does not negate:

  1) failure to communicate for months,

  2) installing equipment on our neighbors property without approval,

  3) removing an architectural design element to our home without approval, and failing to return and replace the architectural design element.

  4) the system is still not operational at the time of this review.

  We have allowed the contractor until 3/15 to remedy issues and have solar operational.  

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

  

  Business response

  03/01/2023

  In regards to the customers most recent complaint response:
  *The customer account shows that EHS has communicated to the homeowner each month, multiple times during each month, but we truly apologize if we did not meet your expectations of clear and direct communication. We will be sure to provide better information regarding your account in the future.
  *This home is a connected townhouse with a shared electrical wall space, with one stairway leading up to the shared space. Both of the homeowners pre-existing main breakers are installed on our customer's neighbors' side of the wall naturally by the builder of the home and according to local code, our boxes are installed in an acceptable area for this home type. The project was approved by the **** local building department, city inspector and does not affect the neighboring wall in a negative way. 
  *The architectural design element that the customer is referring to is a small white plastic door covering some of the electrical equipment that needed to be moved in order to access the entire jobsite. We called the homeowner to get the combination lock to remove it out of the way to conduct work. It has since been re-secured to our knowledge, and confirmed by the technician who was onsite there last. We are more than happy to secure this cover/door for the customer if we did indeed forget to secure it.
  *The system will not be operable until the electric company approves of the interconnection. The homeowner was advised on 2/20/23 that we are expecting to hear from the electric company in 10 business days although we cannot control their schedule, we will be in touch with them and the homeowner if we don't hear from them by then.
  We understand this project was quite frustrating during the inspection process, however, we spoke to the homeowner and let him know we are happy to reimburse him a loan payment due to the delays to assist in customer satisfaction. The customer was satisfied with this offer and allowed us to continue with the project. *** worked through the delays and issues to complete the project as contracted to do so. We are looking forward to having the customers system powered.

  *Both homeowners were out of town in ********* for the duration of the project as this is a rental home. The only phone number on file, which was provided at time of sale, was to the Wife who we communicated with throughout the entire project. The wife advised that the husband was on a separate trip out of town from her, once things escalated and at that point she provided us with her husband's number. We believe this may have had something to do with the claims of lack of communication on our part, however, in the future we will be sure to touch base with both husband and wife as best as possible to be sure information is being communicated.

  Customer response

  03/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: The system still does not work and refunds promised > 2 weeks ago have not been received.
  
  Sincerely,
  
  ***********************

  

  Business response

  04/05/2023

  The system is 100% fully operational. Attached is a photo showing normal system function. The customer confirmed with EHS that they received the first loan reimbursement which was sent to them in the mail. The second loan reimbursement was also sent to their ********* home on 3/31.

  Customer response

  04/11/2023

  
  Complaint: ********
  
  I am rejecting this response because: We have not received the 3rd and final payment. The system should generate a reduction in ~ $8 of electricity per day. The 3 month delay cost our family ~ $720 in lost savings.  
  
  Sincerely,
  
  ***********************

  

  Business response

  04/13/2023

  The final reimbursement is scheduled to be sent in the mail this Friday. Both homeowners are aware.

• Initial Complaint

  02/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My system was installed in the beginning of November 2022. I was so happy to finally see the system installed. But its not active. Im a patient guy. I work with costumers as well, I understand there could be short comings. Now its Feb 2023. System still not activated. Was told on Last Friday 10, that it would be commissioned. But its not. The Electrician was here for three hours just getting the system up to a passing standard. I got the run around for months. Had a scheduled commission date on 1Feb. I finally get home to see that the Electrician just came by to look over the system. *** called on multiple occasions to discuss this with the company representatives. I wont mention any names in this review. Now second, I have made multiple payments to Hilco $300 and $319 the finance company at this time. Still waiting on some kind reimbursement for the payment being sent to my creditor. They dont seem to care about my situation at all. Ive text messaged and called everyone of them in the last few days . No response, no answers. Please dont believe the hype out there. The ************ office off **********. This has been the worst experience ever. Ive invested over 6 figures for this system. Still waiting on promises they havent kept. A 65 tv, referral and rebate check. Dont believe this no electric bill. Theres always a bill. The tax rebate is all hype too!!

  

  Business response

  02/24/2023

  We appreciate your patience with us during your solar project. The customers 50 panel solar system project which included a 20 kw battery install was a multi day project, including the need to transfer loads over to the battery. On 2/17 we spoke to the homeowner and scheduled the commissioning of the system for 2/24. Our ***** project manager will be in contact with you if you have any further questions regarding the commissioning. We apologize for the frustrations incurred from this project but we are looking forward to completing this project as contracted and desired.

  Customer response

  02/27/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  There are other unresolved issues. The manager has not reached out verbally . I have constantly called and ask for a response.  I am still waiting for software updates. ******* never responds to voicemail or text. 
  
  Sincerely,
  
  *****************************

  

  Business response

  04/05/2023

  We are sorry to hear of your frustrations with Efficient Home Services of ***** location. Since your last inquiry, EHS of ** has commissioned the batteries, ordered your smart TV to your home, and included a referral and loan payment reimbursement check in the amount of $1,319.17 additionally including the $15K roof rebate check as contractly promised. We hope this helps resolve some of those frustrating moments, and we will work to better service you in the future.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Zero is not low enough for these people. They installed solar panels on my house over a year ago and they still are not working and they do not care. Their ***** representative Tailor(sp) refuses to accept responsibility for anything and refuses to come to my house or return my call.Solar may be good but Efficient Home Services is a terrible company to work with. I am now having to decide between stopping the payments and damaging my credit or paying another company to fix the problems they created and refuse to fix. I paid over ****** for these solar panels and today they are totally useless and get no response from their ***** representative except a message from someone else that it is not her fault.

  

  Business response

  02/24/2023

  We have been in communication with the homeowner regarding his concerns. We greatly apologize for the inconveniences incurred along the way and are looking forward to creating a better experience for our customer moving forward. ******* will notify ** when they swap the meter. Natascha, from our ***** location, has been in contact with the homeowner. She will be meeting the homeowner in person to bring him a chocolate german cake, a $500 check, and commissioning the system the same day. 

• Initial Complaint

  02/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contracted services with EHS June 20, 2022 for Solar Panels. Sales **** ********* indication of the timeline from signing the contract was 3 to 4 months to completion of the project but might go a little longer. Put us in touch with ********* to guide through the process to completion. 1st snag told was getting the permits from the city. Found strange since our friend who lives just 2 miles from us, and also in the city limits went with Pulse Solar a month after us and was up and running within 3 months. Finally got the panels installed in December. Feeling better about the project and EHS. But the panels were not hooked up and working. Delays and lack of communication resumed. We contacted again and again ******** and ********. Sometimes getting a response, other times not but always more excuses. 1/27/2023, informed Friday a rep would come for the final step to get the panels working. *** spent 15 minutes on equipment, and then said he had to get a part. He never returned. Called Natascha. Said she would get back ASAP. No call. Later that day called again. She informed me the boss would come next Friday. Ice storm shut the city down on Tue and Wed. Never received a call to reschedule. Called Natascha on Friday to find out if the boss would be coming. Didnt know. Said she would call back. Once again, no contact. Called again. Agreed to call me back in an hour with an update. Didnt happen. 2/4/23 sent text to ******** and ******** about no contact. Asked for update. No contact.2/6/23 Guys? Update?***************** will call you for scheduling.2/7/23 7am, Oncor rep knocked on door, which was not informed. Thankfully home. Set up the meter for solar abt 15 min. Asked about timelines hed seen for panels to go live. 3 to 4 months **** Told him our timeline with EHS. He said hed never heard of such a long timeline.7:54am, Sent this info to EHS, informing no contact from ********* Asked for a supervisor contact.As of the writing of this letter, 2/8 11:23pm, no contact.

  

  Business response

  02/17/2023

  We are sorry to hear you're unsatisfied with the timelines of the project and lack of communication. We seemed to have communicated with you each step of the way, but once again we apologize for not meeting your expectations. Although we understand construction projects can take longer than expected and our customers are very eager to have the project done as soon as possible, this particular project records show it went according to typical solar installation timelines considering the fact that the building department took awhile for permit approval, and we ran into significant weather issues.

  The contract was signed on 6/20/22. We attempted the first welcome call on 6/22. Five attempted calls later, the welcome call was completed on 6/25/22 and was immediately submitted to an engineer to design the drawings. On 6/29/22 the engineer requested a main panel upgrade. A change order was generated and the updated engineering was completed on 7/1/22 which is the same day the plans were submitted to the building department for permitting. During the biggest delay of the project, from 7/1/22 to 11/15/22 the customer was contacted 11 times via phone calls for communication updates regarding the projects permitting review status. On 11/15/23 we advised the homeowner that the permit was approved and the project was ready to be installed. We gave the homeowner two options for installation dates. He was able to choose from 11/21/22 to 11/23/22 or 11/28/22 to 12/2/22. The homeowner allowed us to complete the main panel upgrade on 11/28/22 and he allowed us to complete the solar installation on 12/2/22. The system is not fully operational after installation, this is typical in a solar installation project. On 12/5/22 the interconnection agreement was submitted to the homeowners electric company. On 1/13/23 EHS received the Permission to Operate letter from the power company (PTO) confirming the system is capable of being powered on. We scheduled the commissioning of the system on 1/27/23 but needed to reschedule that appointment for 2/2/23. Unfortunately, a snow storm occurred in ***** on 2/2/23 delaying all of our schedules in each department. EHS needed to reschedule the commissioning date due to severe weather conditions. The homeowners system is currently scheduled for commissioning on 2/20/23.

  We greatly apologize if your construction project has taken longer than expected, however, we have worked diligently to complete this project in a timely manner. We look forward to commissioning your system on Monday and greatly appreciate your patience while we complete the contracted work.

• Initial Complaint

  02/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 60 thousand dollar solar system from Effecient Home Services. From its installation it has never worked properly. I was told the generac system was faulty. I was also told any time the system wasnt working Effecient Home Services would pay me 220 dollars each month to pay the loan company. it has been 20 months of it not working and was only paid for 5 of those months. ******* sent a third party out who noticed a bunch of fire hazards and faulty installation. to date my system is inoperable and all I get is the run around from Effecient Home Servives.

  

  Business response

  02/17/2023

  Unfortunately, this customer is experiencing issues directly related to Generac's recall product. We have reached out to the homeowner to be sure he has received the official letter from Generac stating those ongoing issues. EHS has provided multiple service appointments to the system, however, this account has been placed over to Nova Source, which is a service company hired by Generac to provide service under the manufacturer's warranty. We've reimbursed the customer loan payments to help with financial assistance. We did not promise more loan payments as the customer has reported. We are currently awaiting service from Nova Source at this point to correct the systems function.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a solar system with battery in May 2022 from Efficient Home Services (EHS) of *****. In June, 2022, EHS installed the panels on the roof. Over the course of 4 more months they installed the electronics, the electric lines and the battery, none of which were operational during this entire time. Multiple phone conversations occurred between us and EHS team members. We were treated horribly by their Project Manager, He would tell us that a team would be sent out on certain days and they never showed up or he wouldn't call at all and teams would just show up. We would be told they would call us back and would never receive a return call. Unfortunately, Hurricane *** hit and again delayed our ability to get the system operational. The system was inspected 4 times, (two times before *** and 2 times after ***.) because the installs that were supposedly complete were incomplete or done incorrectly. After many no shows on scheduled appointments, EHS finally hooked the solar portion of the system up 2 weeks ago (January 2023). The battery was not hooked up (nor was it ever hooked up and operational) We were told multiple times that the battery was waterproof and that it should be ok. Today, I spoke with ******** at EHS. She said that because the battery system was covered in water by the Hurricane, EHS would not replace it. She also stated that EHS contacted the manufacturer and they would not guarantee and replace the battery. EHS asked us to turn this into our homeowners. It was never put on our homeowners policy as the solar portion was only operational 2 weeks ago and never operational for the battery. The battery cost was approximately $25K and financed through ****************. I would like for EHS to take the battery off of our home and credit it back to us through ****************, OR replace the battery system. I was told that I needed to take that up with the ****************

  

  Business response

  02/07/2023

  Unfortunately the customer's home was affected by hurricane ***. The home received significant flooding to their first story, which also flooded the battery to the point of no return. This circumstance is considered a natural disaster and is not covered under the warranty. We sent our service technician onsite to troubleshoot the unit with no success, and we also requested that the manufacturer exchange the unit for a new battery but was unsuccessful gaining their approval due to the flooding. We offered the customer a refurbished battery, to help with the costs of replacing the inoperable one. *** offered to work with them on pricing but the homeowner refused any out of pocket costs. We sympathize with all of the families affected by hurricane *** and have extended our help to many. Although we have done our best to accommodate those affected by the storm, in this case EHS is not responsible for out of pocket costs associated to the repairs or replacements of the inoperative battery unit.

*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. ↩