ComplaintsforEfficient Home Services of Florida, LLC

• Initial Complaint

  01/16/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I had called this company about 5 months ago due my electricity bill was higher than usual. I wanted to know if there were a problem with my solar system. First attempt they didn't find me on the system, they say they will call the finance company to double check and will get back to me between 24 to 48 hrs never did. Second attempt weeks later same thing so I put a claim with the finance company to see if the can help us but EHS never got back to them. Finally 1 month ago they were able to locate our account and said the the white box outside is not working so the will get in contact with solar edge to order the box that it will take about 11 days. 11 days passed never got a call back. Called them about 3 weeks they say they will get in contact with the warehouse and see if they have it and will get back in 24 to 48 hrs never did. Called last week and we got same answer and out electricity bill keeps on coming higher and still making payment for the system. We don't know what else to do because is getting hard to be paying a high bill and and a system that is not working.

  

  Business response

  02/18/2022

  Business Response /* (1000, 12, 2022/02/11) */ We greatly apologize for the delay receiving your replacement inverter. There was a manufacturer delay on SolarEdges behalf that prevented a timely install. Unfortunately EHS can't control their unexpected timelines or delays affecting delivery. However, as soon as EHS received the new unit, EHS was able to reinstall it within 72 hours of docking the product into our warehouse. We expect this to be a rare case issue and are looking forward to servicing our customer better in the future. The system is operating properly. Consumer Response /* (2000, 14, 2022/02/15) */ Yes they did and already solved the problem. Thank you for the help

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  1) It has been months since I should have received two referral checks, $500 each. I've called several times requesting information on when to expect them and am told each time they try to transfer me to the person responsible, that they aren't answering their phone and hopefully they will hear back by the end of the day. Still no checks or date to expect them. First time I was asked if I received either of the checks was 11/4/2021. 2) We purchased extra solar panels knowing we were installing a pool with a heater; it wasn't until after the purchase of the panels that they reached out and then were denied the ability to install 3 panels. We decided we'd hold onto them and get them installed after the pool, annoying, but no big deal. Finally our bills are showing and we can get approval for interconnection, every time I asked I was told, let us just come put them on without going through Lauren's. I said no, repeatedly. They've gone through Lauren's and it's approved and finally on our roof. However, the complaint is the process. My signature was forged (Eli claims he had power of attorney), install was cancelled and rescheduled because they didn't have the supplies... the supplies never left my garage. When they came to install, the workers came with a totally different plan that was approved to install them on a different part of my roof so it shows us having 3 more panels than we actually have, instead of clipping them in where they were previously installed.

  

  Business response

  01/28/2022

  Business Response /* (1000, 7, 2022/01/27) */ We apologize for the inconvenience this project may have caused to our customer. This is not the experience we would like our customer to have. We believe there may have been some confusion along the way regarding the reimbursements promised to you. Two checks were confirmed to be sent out, the first check on 4/19 for $1,691 and the second check on 11/23 for $1,000. Referral checks are sent out after the installation of the new referred customer is complete, and sometimes could take a few weeks to go through the approval process to release funds. We are more than happy to send your two referral checks ($500 each) that was claimed to not be received, for a total of $1,000. We would also like to cover two of your loan payments towards your solar system. We greatly appreciate your business and are looking forward to servicing you better in the future. In regards to the concerns of the additional 3 panel add on, customer wanted more panels because they were expecting to make home upgrades that would increase electric consumption. At the point of install, the electric company denied the over sized system, so we waited until the add on was complete and started consuming power, so that the electric company would approve of the add on panels. Everything was approved with the electric company and the add on was completed. Consumer Response /* (2000, 9, 2022/01/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept because they state they will send the referral checks and cover two loan payments. I would like to know a timeframe of when to expect the checks or to reach back out. The coverage of the two payments, is that to be in the form of another check or are they paying directly to the loan?

• Initial Complaint

  01/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Back on 2019 an agent name Jordan T. stop by in my house and offer me purchase a system from his company and I will able to pay lowest electric bills. After the system finished install it felt the city inspection about 3 times or more. And I started paying for the solar system without producing any energy, since then I end up pay double bills between $250 or $300. For FPL and solar system $178. For the first year and now around $278.0. On November 13th. 2021, called solar Edge they told me that my system not working at all, contact my install company for replacement. Call EHS set few appointments on 12/8/21, 12/15/21, and 12/22/21 never showed up and I am still paying double bills it's a crime that company did to me and I don't know how many other people out they doing same thing like this. Thank in advance I count your your support. ********** *******

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2022/01/05) */ The homeowner called in on 12/8/21 to report a system malfunction. We confirmed with the customer that a service date would be scheduled 12/14 and 12/22. Both dates needed to be rescheduled due to one technician calling out sick and the second technician was involved in an accident outside of work. We deeply apologize for both of these unfortunate events. EHS would like to reimburse the customer for one solar loan payment to cover the delay in the month of December. Our service technician visited the home on 1/4/22 to complete the system check. He was able to get the system back up and operational. We appreciate your patience during this time and look forward to helping our customer in a more timely fashion, in the future.

• Initial Complaint

  12/20/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  EHS has place a lien against my property without my knowledge, I signed a contract to Install a Solar System and repair my Roof the job should have completed in 2-3 Month so far nothing has been done, I'm in the middle of Refinancing my home and found out from my Realtor that a lien was placed on the property. I contacted EHS and ask them to please do a Lien release until my Refinance is completed and they refuse to do so. I received a call 2 weeks ago from someone at the company and he basically told me that they have pulled Permits already, the only way they will do a Lien release if if I signed a new Contract with them, I told him no way, I want to cancel he demand a $2500.00 cancellation fee from me, can you please held thank you in advance

  

  Business response

  01/27/2022

  Business Response /* (1000, 5, 2021/12/29) */ Customer signed a contract which reflects a 3 day rescission period clearly stated on the contract above the signature, as well as on the lending documents. The first contract the customer signed with us was in July of 2021. One month later, the customer decided to cancel their project. This request was honored. The second time the customer signed a new contract was in August of 2021. Roughly a month later, customer decided to cancel their project. This request was honored. The third time customer signed a new agreement to move forward with the project, was at the end of September of 2021. Once again, EHS continued to work on the project as contracted, such as paying for site surveys, engineering, permitting ect. ect. The original contracted job was for new windows, new roof, and a solar project. Each time the customer signed the new agreement, EHS took all of the necessary steps to begin the project and has paid for all of the necessary work needed to initiate the actual installs. By mid November of 2021, customer decided to refinance his home in the middle of a construction project during the time EHS had open pending permits on the home. Once again, Customer reached out to us demanding to cancel his project right away. Once again, we honored his request. However, this time, we sent the customer a $2,500 cancellation fee as warranted in the contract. The lien the customer is referring to, is not an actual official lien on the property filed by EHS, but a generac Notice of Commencement which is required by the building department whenever a homeowner chooses to upgrade their home, and permits are required for the project. We advise the customer to make certain he is fully committed to upgrading his home, before signing an agreement for a contracted project.

• Initial Complaint

  11/12/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On August 2, 2021 I went into contract with Efficient home services ((EHS) solar. The cost of the solar system was $84,000.00. Which has already been paid by the finance company GoodLeap who are now demanding payment for an inoperable system. In October the company EHS installed all the solar panels on my roof and they have attempted three times to install the electrical systems to get the solar panels working to power my home. As of today November 12, 2021 It is still not working. Also I bought backup batteries in the event of an emergency to power my air conditioner, water heater, freezer, refrigerator and the lights in my bedroom and the main hallway. The electrician today said that the plans show only adding circuits for my micro wave and a couple of other lights. This is totally incorrect. About two weeks ago EHS said they had revised plans at the city which apparently they have not shared with their electrician.

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/11/24) */ We have been in communication with the customer regarding the project. We have revised plans as needed, and sent our installers to complete work as needed to finish the project. We are looking forward to completing this project to the customers standards and expectations. Consumer Response /* (3000, 7, 2021/12/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company still has not completed my solar. An electrician came out Friday November 26, 2021. And did part of the install. He indicated another electrician would come out today December 2, 2021. No one showed up. The office indicated that another electrician willl be scheduled for December 8, 2021. I have to take time off from work for this and I hope they are able to complete the work on December 8. I was also promised as part of my purchase that the system would be installed and approved by the building department 2 months prior to my first payment to the finance company. The first payment is due this month December 26, 2021 automatic withdrawal. I need to be reimbursed for the 2 months or more of payments to the finance company once the system is finalized and turned on. I don't understand why this is such horrible customer service and scheduling. Solar power is a proven technology. EHS really need to do a better job of delivering their service. Part of the problem is that the finance company pays them once the solar panels are installed. They don't care after that whether or not the consumer is satisfied. Terrible practice. Seems almost predatory. Business Response /* (4000, 9, 2021/12/09) */ This project has been on track for completion and we have been communicating with the homeowner along the way. A generous amount of delay in this project was waiting for the permits to be approved by the local building department. When the original engineered plans were approved, the customer confirmed to change his system from a Generac system to an Enphase system. We needed to re-engineer the plans and submit everything back over to the building department so they could review the revised plans. Since then, the plans have been re-approved. The solar materials have been installed, although we did need to send electricians back out to wrap up the project. One of our electricians recently had surgery on both shoulders limiting some of his typical work requirements, requiring us to send another electrician to complete the remaining electrical work needed. The customer had his main electrical panel upgraded by a third party company, unrelated to EHS, who left the circuits unlabeled which also contributed to the delay of work done from our electrician. We are unsure why the customer is under the impression that he was promised a service date of 12/2. There is no communication in the account reflecting that date. Customer was scheduled and confirmed by our office for 12/8. The system was tested by our electrician, and during the test, it was confirmed to be fully wired up and running properly. The next step will be scheduling the inspection. Once we have a confirmed permission to operate (PTO) from the electric company, we will reach out to the customer to show him how to power on the system, we will set up the online monitoring, and commission the battery. We absolutely care about the consumers satisfaction and are in no way ignoring his project. Considering our in-house processes, our operating staff can not intentionally prevent the speediness of a project by judging it's funding status. Our finance department runs completely separate from project management and as long as nothing is flagged from finance, our top priority is job completion. We are sorry to learn the dissatisfaction the customer has towards his construction project, but we are absolutely determined to complete the job as contracted.

• Initial Complaint

  11/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  September 6th, 2021 the roof replacement started, the woman that was in charge of the project was in very risky attire. The job was supposed to take a week it took 2 days and was very poorly done to this date it still hadn't been approved by building inspector. They left garbage and nails all over my yard. I collected a half of a 5 gallon bucket full. I've stepped on these nails. They broke my skylight and replaced it with one that is to big for the hole so it is leaking the drip edge is all dented and not properly installed, there is drip edge over the old drip edge. They failed to clean the material out of our gutters so when it rained all the material was on my porch and my dog at some of it. I am constantly calling these people but it is just a waste of time. They tell me some one will come out and fix everything but can't give me a date. It is now November? Please help me to get them to fix the mess. The crew also used are Ladders and electric without asking. I have pictures of all this shoes and garbage left every were. The worst experience I've ever had.

  

  Business response

  11/29/2021

  Business Response /* (1000, 5, 2021/11/11) */ We have addressed every issue with the customer several times and have previously scheduled a service technician to correct anything she is unhappy with. The service technician did not find that the skylight was leaking, however, we have ordered a new skylight for replacement to better fit the area in her roof. Currently we are waiting for the new skylight to be delivered to our office. Once it arrives, we will schedule to have it installed. We are looking forward to completing the work and meeting the customers satisfaction.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My mother (81) years old and I were told several lies about their process, first of all we were told that my mother would receive the tax credit while they were aware she is on Social Security and when she went to file for the tax credit she was told that she doesn't get the credit because she is on Social Security. Needless to say that she was very disappointed because this was one of their sales tactics. Since having the panels installed we both have been paying for Duke Energy power as well as our payments that we are making for the loan on the panels which we were told that be would never have to pay Duke Energy any longer once the panels were installed, another sales tactic. Come to find out yes we do have to pay for using the grid about $12.00 monthly but we are paying this and additional usages that the panels are not covering. Oddly enough the sales Rep. we were told was fired after this became a mess. My contact person, Natasha avoids our calls and is rude and condescending. Natasha stated that we would be reimbursed the overages and then claims she never said that, another lie. Now we have been told that she will do a review after a year of service and is now asking for 13 months of bills in order to do their review. I have researched and this is not how other solar companies work, they should know how to set up your system to work as the Rep. described. This company is not a professionally run business and we are both wishing we had gone with another company, but again the Rep. made a lot of promises that have not occurred. VERY UNPROFESSIONAL AND DISHONEST.

  

  Business response

  11/05/2021

  Business Response /* (1000, 6, 2021/11/05) */ Our sales team is vigorously trained to be transparent with our customers, especially regarding the tax incentive. If in fact the tax incentive was explained incorrectly to a client, we have a "Tax Credit Disclaimer" section listed boldly in our contract explaining the tax credit for clarity. In a rare case where a homeowner does not choose to read their contract, we have a separate document outside of the contract, requiring a separate signature, explaining how the tax incentive works. This extra step is in place to make sure this specific piece of information does not get missed. The first sentence in that separate Tax Credit Disclaimer document is as stated: "In order to qualify for any tax credits the customer must file and pay income taxes (social security, disability, ect. typically do not qualify)." The document goes on to explain that there are too many variables within each individual's tax liability and filing status that EHS can not guarantee that the customer will receive the tax credit. Both customers signed this agreement, and (81) year old mother was with the daughter, together, on the day of sale, both are current customers. The tax credit is not a sales tactic, it is simply an incentive that our federal government is offering to homeowners when they convert to a PV solar system. More information regarding the solar tax credits are easily available online and other resources. We have been in consistent communication with the customer, and just like the customer has reported, we are currently reviewing her electric bills to help determine the household's consumption and compare it to the system's production. This process was also explained at time of sale and listed in a document signed by the homeowner. The last electric bill that will need to be submitted in order to complete the annual review is part of a billing cycle between 11/2/21-12/4/21. We have started the review early, by collecting as many electric bills currently available from the customer and are waiting for the remaining. EHS offers to perform electric bill reviews to help solve issues or customer concerns regarding their household consumption. We are intrigued to hear that our competitors do not offer this service, and we feel it should be an affirmative representation of how determined EHS is to resolve problems for our customers. Consumer Response /* (3000, 11, 2021/12/29) */ *******, Now that you have all you have requested how long does this review process take? My mother and I need to clear this up as soon as possible. My mother is still very upset that she was told by your Representative that she would be receiving a tax credit knowing her financial circumstances when she attempted to file that is when she learned she was not getting it. I was personally there when the tax credit was discussed. Now in my case I was told that I would receive that whole credit so I could put it down on the Solar loan so my payments will not go up after a specific time I believe 18 months. There has been so much false information that was given to us we just want this to be cleared up and the system s set up to work properly as we were told by your Representative (Bethany). Please we need your help to clear this up we have done all that has been asked of us although it makes no since when the system should have worked properly from day one. I have spoken with several other Solar companies and this is unheard of. PLEASE HELP!!!!!! Business Response /* (4000, 13, 2022/01/05) */ The customers bill review has been completed. According to the electricity bills, the annual electricity consumption has increased roughly 1,000+ kilowatt hours. The solar system is receiving shading during certain times of the day. This issue was discussed at time of sale. Customer contracted EHS to trim the trees back, which was done, but we encourage customer to keep trees trimmed back for optimal production. We have also offered the customer a reimbursement towards the under production of the system related to the first year. In regards to the tax credit, this concern was addressed in the previous response. Consumer Response /* (3000, 15, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) All lies...the sales person Represented herself as a "Godly" woman and assured us that what we were signing was exactly what she was telling us. They count on the fact that once you sign the documents they can continue to say "Well you signed the documents". The documents were presented to us on her computer she uses and it would have taken us hours to read each document and sign on her computer and of course we couldn't keep her there all night. We were given the documents AFTER they were signed in good faith that we were being told the truth. The sales person absolutely knew that my (81) year old mother was not filing any taxes because she is on Social Seurity and before that was on Social Seurity Disability, so that is a blatant lie that she wasn't aware of my mother's circumstances. As for the trees they have not grown up to block anything. It will take years because the cut the huge branches in the area that they cut. Of course if they did the trimming I believe in good faith that they were no longer a problem. I even had the owner of that property which the trees are on on the phone and he said I don't care what you cut as long as it doesn't cost me anything matter of fact they spoke to him personally on my phone that I handed to them while I was speaking to him. The tree trimmer and the person from EHS were the ones that decided to cut what has been cut. Apparently there was some kind of confusion on their end because the sales person didn't even tell me that trees need to be cut and decided that after the documents were signed so she said she would pay for the trimming. Oddly enough I was told by Joe ********* whom she stated was her boss at the time said she was let go and should have never told me she would pay to trim the trees. Also oddly enough I was told he no longer works there. I'm sure that they were not happy to have to do the trimming because the sales person made that agreement so I'm sure they cut just the very bare minimum and are now telling me that I was told there would be more trimming that would need to be done. NEVER was I EVER told that. I also had several long conversations with Joe ********* and he agreed that the company does need better training for their sales staff and that they were in the process of doing so unfortunately that doesn't help us out in our situation. Joe showed me how to calculate my overages then I was told that was not correct at all by Natasha that is why she had to do the review. I will never except that this is how the solar process is supposed to work because I have spoken with so many other companies that this review thing is unheard of. We expect what we were told that we would never have any overages because the system was set for usage well over what we would use and would probably be getting a check back from the power company for overages we had paid to them. She said we would have to use a great deal more usage before we would ever have to pay the power company because she set up the system to cover way over what we could use. We are not using any more power than we ever have we are both single and if the system was set up properly this should never be happening. Now Natasha is trying to get me to sign more documents so she can say "Well you signed the documents" I had even gotten to the point were I would only deal with her by email because she avoids my calls and will tell you lies and say she never said something that she absolutely did say. Very dishonest company!!!! She is will to give me $138 to resolve this issue and that is such an insult to my intelligence that she would believe that I am so dumb because we trusted her sales person that we will fall for this ridiculous excuse why the system is not working properly. The only acceptable resolution is to correct this issue and finish setting up the system correctly.

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contracted 11-2-20 to replace roof, install solar panels with backup battery, replace water tank with hybrid. Install to be complete in 2020 to qualify for max tax credit; System failed numerous inspections and was not operational until July 30, 2021. At one point during installation of transfer switch, tech left power off causing us to lose several hundred dollars of food. We specifically got the battery backup because my wife is a multiple-organ transplant recipient and has hydration and medicine that must be refrigerated. If the power grid goes down today we lose power to the fridge because the sub panel is not properly wired. My wife was hospitalized out of state from Feb to June (she got a donor kidney but there were complications). After our return I discovered we had an infestation of roof rats and squirrels due to improper installation of the roof when they left gaps in the soffits. We spent $5845 to another company to fix it right. Additionally some panels not producing power

  

  Business response

  11/08/2021

  Business Response /* (1000, 7, 2021/11/08) */ We have not received any communication from Mr. **** since August 19th. When EHS installed the new roof for Mr. ****, everything was completed to code. All building inspections passed. EHS has never received any photos from Mr. **** reflecting the alleged "gaps" in the soffits. If the roof needed to be replaced, it is more likely that the rodents were already residents and not new tenants. Either way, EHS still attempted to help Mr. **** resolve any potential rodent entry points. When our tech arrived for a scheduled visit to examine the attic for Mr. ****, he refused to let him in the house to help assess the situation, stating, "my wife has low immunity." Therefore we were not allowed to rectify Mr. ****'s concerns. Through a variety of emails, we have received multiple claims of cost for the rodent removal. The "quotes" have ranged from $5800 to $15000 to eliminate rodents. Our service manager called two different rodent control companies out of curiosity, and we were quoted between $400 and $600 to solve a rodent problem in an attic. There is NO way for EHS to take responsibility for this issue. It is simply impossible for Mr. **** or EHS to determine when the rodents got into his attic. Consumer Response /* (3000, 9, 2021/11/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 10-18 at 1:44 I called EHS at XXX-XXX-XXXX; no ans. Left msg to contact me as some panels inop; no response. On 10-18 at 2:00 I initiated chat with EHS at GOEHS.COM requested phone call; no response; On 10-18 at 2:03 I sent email to *****@GOEHS.COM requesting service for inop PV Link; no response. 10-20 filed complaint with BBB. (Response due 11-4) 10-22 I sent Certified letter sent to EHS; 10-26 Certified letter delivered to EHS; 11-9 at 8:19 (cst) received msg from EHS to call (Marie) at XXX-XXX-XXXX to schedule tech for 11-15; I returned call at 8:29 and confirmed 11-15 service date; Maria) said tech was to install new eqpt from mfr (Snap RS Device) etc. 11-15 at 4:45 Tech (Shawn) arrived, blamed issues on Generac; could not verify whether system was working properly. I explained the ongoing problems with EHS and their non responsiveness; he said it was too late to service but PROMISED to return Friday 11-19 and bring an electrician to reconfigure sub panel like we originally requested. 11-16 EHS (Maria) called and said she would speak with Shawn snd ensure he and electrician would come. 11-16 no show, no phone call no nothing. Business Response /* (4000, 14, 2021/12/06) */ Once again, there is no way for EHS to take responsibility for the rodent issue. It is simply impossible for Mr. **** or EHS to determine when the rodents got into his attic. Regarding the complaint for service on 11/19. Our technician arrived to the homeowners house on 11/15 to reconnect the system to the internet and confirm everything was working properly. No service was confirmed by our office for 11/19. Consumer Response /* (3000, 21, 2022/02/24) */ Complaint: Purchased solar system 11-2-20 for $78,879. System has never worked properly. On 12-14-21 EHS Tech finally came out to repair system after no-shows and broken promises. Whatever the tech did knocked out the entire system. They have not returned to address the problem. We are receiving no solar, battery or electrical benefit from our purchase but EHS has been paid in full. We filed an earlier complaint #XXXXXXXX which was closed simply because the company sent a written response, even though that response was full of false representations. This Complaint addresses additional ongoing service and equipment failures. We need more than another false statement from EHS. We need them to fix this. Desired Resolution: Repair; Finish the job Business Response /* (4000, 26, 2022/03/23) */ The last time we were at the property to reconnect the system wifi, we received confirmation that the system was actively working properly. Re-connecting wifi does not affect the system production. A few weeks later, in December, we were advised of a system production issue. We sent a technician to assess the issue that same week. Generac's inverter failed and was needed to be replaced. EHS contacted the manufacturer onsite that day and requested a new part be sent to us for replacement. We advised the customer, that the request was submitted and being processed, and once we received the replacement part, we would be back out to install the new one. Generac's materials arrived at our warehouse on 2/28, which is the same day we contacted him and scheduled a service appointment for 3/4. Customer's production guarantee is in place to cover any lost production in the first year. We apologize for the frustration this has caused. We are working with Generac to come to an agreement to reimburse our customers for their failed material. EHS intends to continue to work with you through any system issue you may have, but we are looking forward to this being the last time.

  

  Business response

  11/08/2021

  We have not received any communication from ************ since August 19th. When EHS installed the new roof for ************, everything was completed to code. All building inspections passed. EHS has never received any photos from ************ reflecting the alleged "gaps" in the soffits. If the roof needed to be replaced, it is more likely that the rodents were already residents and not new tenants. Either way, EHS still attempted to help ************ resolve any potential rodent entry points. When our tech arrived for a scheduled visit to examine the attic for ************, he refused to let him in the house to help assess the situation, stating, "my wife has low immunity." Therefore we were not allowed to rectify **************** concerns. Through a variety of emails, we have received multiple claims of cost for the rodent removal. The "quotes" have ranged from $5800 to $15000 to eliminate rodents. Our service manager called two different rodent control companies out of curiosity, and we were quoted between $400 and $600 to solve a rodent problem in an attic. There is NO way for EHS to take responsibility for this issue. It is simply impossible for ************ or EHS to determine when the rodents got into his attic.

  Customer response

  11/23/2021

  (The consumer indicated he/she DID NOT accept the response from the business.)
  On ***** at 1:44 I called EHS at ************; no ans. Left msg to contact me as some panels inop; no response.
  On ***** at 2:00 I initiated chat with EHS at GOEHS.COM requested phone call; no response;
  On ***** at 2:03 I sent email to *************** requesting service for inop PV Link; no response.
  10-20 filed complaint with BBB. (Response due 11-4)
  10-22 I sent Certified letter sent to EHS;
  10-26 Certified letter delivered to EHS;
  11-9 at 8:19 (cst) received msg from EHS to call (*****) at ************ to schedule tech for *****; I returned call at 8:29 and confirmed ***** service date; *****) said tech was to install new eqpt from mfr (Snap RS Device) etc.
  ***** at 4:45 Tech (*****) arrived, blamed issues on Generac; could not verify whether system was working properly. I explained the ongoing problems with EHS and their non responsiveness; he said it was too late to service but PROMISED to return Friday ***** and bring an electrician to reconfigure sub panel like we originally requested.
  ********* (*****) called and said she would speak with ************** ensure he and electrician would come.
  11-16 no show, no phone call no nothing.

  Customer response

  11/27/2021

  ***Document Attached***
  7/2 while putting sax case in attic I noticed rodent droppings;
  7/2 1:48 I texted pics to EHS (******), no response;
  7/2 I purchased materials from ********** to diy soffit repair.
  7/2 3:20 I texted EHS (******) and advised him that my attempts at self repair failed;
  7/2 3:27 I called EHS and was xferred to "service ***** where I explained the situation and advised that I was going to hire a contractor and send the bill to EHS. I was advised: "EHS will take care of it";
  7/6 called EHS and complained I had not received contact from EHS. I was promised a phone call.
  7/8 phone call from EHS (*****) who advised he was contacting contractors and to re-send pics to him;
  7/8 9:07 emailed pics to hubergoehs.com
  7/13 SUNLIFE on site, tech pointed out additional roof returns that needed repair. He said rodent infestation was common after roof replacement due to failure to secure soffits to roof shingles. advised me that SUNLIFE was working with EHS and would do repair once they got approval from EHS.
  7/14 11:17 pc from EHS (*****): SUNLIFE approved to repair soffits at EHS expense;
  7/30 SUNLIFE repaired soffits
  8/12 emailed EHS (*****) more pics
  8/13 called EHS and advised that soffits were not properly repaired and rodents were back.
  
  8/17 had inspections by *******, CRITTER CONTROL, BEACON INSPECTION and claims adjuster from my ************************ HERITAGE INSURANCE CO; (Heritage advised me to request name of EHS ******************* carrier to file a claim;
  8/17 EHS (****) came out with can of spray foam; upon seeing severity of problem he apologized and said he had not been accurately advised of situation; advised he would report circumstances to super and have someone call;
  
  8/17 4:07 called EHS (********) requested *****, but was informed " ***** quit today". I requested contact info for EHS Liability Carrier; was advised info would be emailed in a few minutes; No response;
  8/18 2:55 called EHS (*******) advised of situation, she requested proposals from exterminators so I sent copies from ***** and TRUTECH to ****************** I also requested contact info for liability carrier; ******* said she would note account and send info to mgt team.
  8/19 email from EHS (*******) denying liability, alleging rodents can chew through a variety of material. (rodents did not chew through my soffits, they simply pushed themselves through the gaps left by EHS.
  8/20 hired TRUTECH
  8/23 TRUTECH on site: set traps, closed roof returns with wire-mesh and concrete; sealed a/c runs with concrete, etc. pd $5845
  8/25 TRUTECH returned to check traps in attic caught several;
  8/27 TRUTECH checked attic traps,none caught;
  8/31 TRUTECH checked attic traps: no rats; no new entry points; no new droppings; did disinfection/sanitization treatment to attic insulation; set 4 bait stations outside house which are monitored once per month.
  
  Pics aren't the issue-- EHS contractors came out, examined and did "repairs", however their repairs weren't sufficient to keep rodents out. The pic attached is one of about 7 roof return spots where gaps were left between soffit and shingles.
  
  Re: the claim that rodents were already there is false. I use attic frequently for storage of seasonal decorations, luggage, files, etc. I installed a pulley system for ease of moving items up into attic from garage. I am continually expanding the storage space because my wife keeps buying more Christmas decorations among other things. I expand the space by laying boards and/ or flooring across the support beams. I installed an additional light so I could expand further. There was never a sign of rodents in the years, months, weeks or days before EHS did the roof and left gaps where the roof shingles and soffits meet. When I returned to our home in June, and went up into the attic I saw droppings and immediately called *****. The ***** Tech (*********) said we must first identify the means of entrance. We walked the outside perimeter and he pointed out several spots where two levels of roof met (roof returns) and said those were entry points. He went back in the attic and traced the trails of droppings to those entry points. The ***** proposal included the cost to remove all the insulation and blow in fresh insulation to eliminate the issue of urine/feces contamination because the smell of that snd pheromones attracts more rodents and can get into the air inside our home.
  
  I never denied EHS or any of the numerous other contractors access to our home due to my wife's "low immunity", however I always explain that my wife is an organ transplant recipient (stomach, small bowel, pancreas, duodenum and kidney), and has no immune system due to anti-rejection meds, which is why we need battery backup and why rodent f**** and urine is a life threatening risk for her.
  
  EHS promised to return on ***** with an electrician. I stayed home and waited all day. No show. No phone call. Nothing as of this date.
  See Attachment/File: 243AAAC8-09B9-4E63-A251-DC64C296CE05.jpeg

  

  Business response

  12/06/2021

  Once again, there is no way for EHS to take responsibility for the rodent issue. It is simply impossible for ************ or EHS to determine when the rodents got into his attic.
  
  Regarding the complaint for service on 11/19. ************** arrived to the homeowners house on 11/15 to reconnect the system to the internet and confirm everything was working properly. No service was confirmed by our office for 11/19.

  Customer response

  02/24/2022

  Complaint:
  Purchased solar system 11-2-20 for $78,879. System has never worked properly. On 12-14-21 EHS Tech finally came out to repair system after no-shows and broken promises. Whatever the tech did knocked out the entire system. They have not returned to address the problem. We are receiving no solar, battery or electrical benefit from our purchase but EHS has been paid in full. We filed an earlier complaint #******** which was closed simply because the company sent a written response, even though that response was full of false representations. This Complaint addresses additional ongoing service and equipment failures. We need more than another false statement from EHS. We need them to fix this.
  
  Desired Resolution:
  Repair; Finish the job

  

  Business response

  03/23/2022

  The last time we were at the property to reconnect the system wifi, we received confirmation that the system was actively working properly. Re-connecting wifi does not affect the system production.
  
  A few weeks later, in December, we were advised of a system production issue. We sent a technician to assess the issue that same week. Generac's inverter failed and was needed to be replaced. EHS contacted the manufacturer onsite that day and requested a new part be sent to us for replacement. We advised the customer, that the request was submitted and being processed, and once we received the replacement part, we would be back out to install the new one.
  
  Generac's materials arrived at our warehouse on 2/28, which is the same day we contacted him and scheduled a service appointment for 3/4. Customer's production guarantee is in place to cover any lost production in the first year.
  
  We apologize for the frustration this has caused. We are working with Generac to come to an agreement to reimburse our customers for their failed material. EHS intends to continue to work with you through any system issue you may have, but we are looking forward to this being the last time.

  Customer response

  08/11/2022

  ***Document Attached***
  Our solar system (Solar panels, back up batteries, hybrid water tank and new roof) purchased 11-2-20 for which *** was paid $78,879, has never properly functioned despite their statements to the BBB. We have had no battery function since December 14,2021. Currently, we are receiving power from only half of our panels. I have to go out in the storm and re-set the *** breaker when there's a power outage. We are making monthly payments to Mosaic, the finance company and still have to pay TECO for electricity. We have contacted *** multiple times. Our most recent correspondence is attached.
  See Attachment/File: 9CBF6E2D-D617-4FD1-A203-E8942DE265AA.jpeg

  

  Business response

  08/26/2022

  EHS serviced this Generac customers system again on 8/19/22 to replace all of the snaps. We found onsite that we needed to replace the ****************** Unit (the batteries are fine, but not working until this unit is replaced) We have filed an RMA with the manufacturer, who has confirmed this is a manufacturer defect and has since approved a replacement part be sent to us. We are waiting for the manufacturer to send us the new equipment so that we can install it.
  
  Although currently the batteries are not operating, the solar system is producing electricity for the home.
  
  We greatly apologize for the experience this customer has had thus far, as it is definitely not a typical experience for the vast majority of our customers. This case is an unfortunate event, and we are working with the customer and the manufacturer to resolve the issue.
  
  

• Initial Complaint

  10/19/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We signed the contract in February 15 2021. The solar panels were installed on or around April 7, 2021. EHS was paid 51881 for the solar and 9676 for sliding doors from the bank on April 15, 2021. About a month later the electrician made the connections, but the system never worked. Our first payment to the bank was on 6/15/21 for 222.37. We have been paying on the loan every month since then, plus paying our full electric bill since the system is not working. The solar system has never worked. We have struggled to get technicians to come to the house to try and fix the problem, but it is never fixed because they don't have the parts, equipment, personnel, or knowledge. The company never returns calls and always have excuses. They have canceled on us several times. They recently canceled on October 5th and now October 21st. As of now we can't get anyone to return our calls or schedule an appointment to come fix the problem. We are super frustrated and may seek legal action.

  

  Business response

  11/22/2021

  Business Response /* (1000, 7, 2021/11/08) */ We have communicated with the customer and worked out the resolution for this case. Generac is having a nation wide recall on their system parts, and we are working with Generac to correct the issue. We have also reimbursed the customer for their loan payments during the time of the system being down due to the recall.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  March 1st of 2021 my husband and I signed a contract for hurricane windows. We were told 6-8 weeks for services. It is now oct 5th 2021. Our windows are not completed. Original salesman left the company and we were not notified. I called them only to have them beg me to give them a chance due to employment change. I did. The windows finally came in june only to be asked to postpone install due to a specialty window that was suppose to be ordered months prior. July, windows are installed, with one missing, really! One window was never ordered correctly after being measured 3 times. To date inspection has been here twice. Company will not comply to fix the install issues. Ive reached out by phone and email to the COO, to no resolution, just ignoring me. Ive asked several times to come seal the inside windows that need finished, in which inspector said they can do. Again ignored. Still have yet to get last window. Husband has stage 4 cancer-progressive. We have to sell! Please help

  

  Business response

  11/12/2021

  Business Response /* (1000, 5, 2021/10/06) */ We installed all but one window in the proper time frame. In the window industry, it is not uncommon to have a window not fit. It is unfortunate for the homeowner and the installer, as we take a total loss on any window that does not work. The window industry is struggling to keep up with manufacturing demands due to Covid and many other factors. Current timelines on new orders are 36 weeks out from the order date. These delays are holding up EHS from completing Mrs. ****'s project. We are waiting on the final window to come in, and we will immediately have it installed. From there, we will be able to call in the final inspection and clean up any remaining cosmetic issues.During the waiting period, we sent a crew out to Mrs. ****'s home to try and address any of her concerns that would not affect the final inspection. Certain parts of the windows can not be covered up or sealed until final inspection. This process is for the inspector to inspect all workmanship properly. Mrs. **** has referenced some inspector coming over multiple times and saying it's "ok to finish the currently installed windows." We have not called in any inspections, though, and her permit reflects zero inspector visits. At this time, we are just waiting for the last window to arrive. It should arrive this month, as we have stated to her multiple time. When this time comes, EHS will complete the project immediately. Consumer Response /* (3000, 7, 2021/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off as said originally we were told 6-8weeks. Its been almost 8 months. As far as the inspector **** **** from port st lucie did come out after the initial inspection. I dont like being called a liar. It wasnt several times as per you say. You have never!! Called me on this. I have had to reach out to you multiple times. As far as the delay on final window till oct. Again I had to call and ask where the window was because I was told by the company sept was the month of completion. All I hear are excuses. Funny if I was happy about service then youd jump thru hoops, but since Ive complained then im the bad guy. As far as fixing the upper window per the second inspection, its not done! As far as the finishing of sealing and trimming the windows that passed inspection, twice!, that has yet to be done. You as a company have yet to appologize for our experience. You dont return calls or emails because you know your wrong. My verteran cancer stage 4 husband is now in hoslice. I need this done now so we cam prepare to sell. Im sick of the poor attitudes and lack of concern. Your company has been a nightmare for us. You have till end of month or im putting in a construction complaint with the city per the city inspector, period. Consumer Response /* (3000, 11, 2021/10/20) */ So far efficient has yet to reach out. My husband is now deseased. I have to sell and I need thos completed Business Response /* (4000, 16, 2021/11/08) */ Great news, we have received Mrs. ****'s final window to complete her job. Our window project manager will be reaching out to schedule the install for next week. We look forward to closing out this project for Mrs. ****. Consumer Response /* (2000, 18, 2021/11/11) */ (The consumer indicated he/she ACCEPTED the response from the business.)

*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. ↩