ComplaintsforEfficient Home Services of Florida, LLC

• Initial Complaint

  09/21/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I purchased a Solar Energy System for $28975 on 9/16/2020. It has been unreliable since it was installed. I have been in contact with Generac and EHS trying to get this resolved, the Technician from EHS refuses to work with Generac bypassing and disconnecting safety devices known as SnapRS (rapid shutdown) I believe this is a direct violation of National Electrical Code. There are burnt spots on these devices and I have seen smoke from the Pannels on the roof. The System is currently operating at 0%. The salesman told me that I would receive Enphase Microinverters but they installed this system instead.

  

  Business response

  11/12/2021

  Business Response /* (1000, 7, 2021/10/19) */ Mr. *****, We're very sorry these issues are occurring, and once again, it is a rare case for our company to experience circumstances like this. The issue is a nation-wide recurring issue with Generac who has recently acknowledged there is a specific part in your system behind each of your solar panels that are faulty ("Generac Snap RS," affecting PV Links and your total solar system performance), which have been announced as a national recall. We are just as displeased with this situation as you are, and we have been lighting a fire with the top leaders at Generac over the last few weeks. Until this national Snap RS issue is resolved, we will continue sending a reimbursement request to Generac on your behalf to make things right. Generac is well aware that you have spent good money on your system and we expect them to compensate you. Please be reassured that our top priority is making sure you are covered during this time while we work to fix the issue. I can see you have exceeded your patience with us, and we completely understand your frustrations. Thank you for allowing us to work with you through these issues. We truly, greatly appreciate your valuable time. For the record, I am copying our Generac representative so that you know we are not blaming them behind their backs. They are very aware their products are having significant issues. They are working diligently to try and resolve them as fast as possible. As of now, we have you scheduled for the 26th of October to resolve these issues. Generac Representative for the state of Florida. **************@generac.com Consumer Response /* (3000, 9, 2021/10/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want the BBB to close this case till I have a working system. My system was supposed to have Enphase Microinverters which is a proven system. This is noted on site plan P-XXXXXX PV-1. Generac has a local company in Fort Pierce Solar Energy Systems that is supposed to repair the system. Thank You Business Response /* (4000, 14, 2021/11/08) */ As stated previously, we're working with Generac directly to resolve known issues. We have recently received the replacement parts and have begun scheduling repair work. We should be reaching out this week to get Mr. ***** on the schedule for his repairs. We appreciate his patience through these issues. Consumer Response /* (2000, 16, 2021/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) My system is working, Thank you for your help

• Initial Complaint

  09/18/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In March, 2021, l purchased a solar system from Efficient Home Services, St Petersburg. Fl, which included a heat pump instillation. The heat pump was finally installed in September of 2021, the plumbing was completed on September 2021. However, the electoral has not been completed by Efficient Home Services. They sent out ,on two service dates, electrical technican that had no supplies to complete the installation. I was rescheduled a week later. The second technican came at 4:30 pm a week later, he came with no supplies or knowledge of completion of the job. He left and no information of when he would return. I spoke with the project manager, Steve on Monday September 13th, 2021, he told me that the technician would be at my house in Saturday. September the 18th. No technican showed up the complete the job. The project manager, Steve, was extremely rude when l spoke with him. The insulation of the heat pump has to date not been completed. It has been 6 months my job is not complete

  

  Business response

  10/21/2021

  Business Response /* (1000, 7, 2021/10/06) */ We have done everything possible to get Mrs. ********* pool heat pump installed. The company we contracted (Total Comfort) and paid upfront to perform the work has taken a very long time to finish the install. A particular part was on backorder for many months. The solar install however went exceptionally well and was completed in just 30 days. Mrs. ****** and our office manager Natasha have worked together to secure an install date of October 13th.

• Initial Complaint

  09/08/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been dealing with this incompetence for years. The last situation was over 6 months ago they knew the system they put in wasn't producing correctly, as told by their own technician. Instead of fixing it then they waited till it broke again and now I'm waiting on month 5 for it to be fixed. I'm paying for a system that doesn't work. Plus 170 energy bills. They had a manager who left and they did nothing till I had to call again. They didn't even know what was going on. They got upset cause I asked why did I have to call looking for it and why haven't the company done anything to compensate for their screw up. Jaime was told to hang up on a customer they made frustrated! I don't want a system that hasn't worked properly since it was installed late also. Since before installation they have been lying cause this system was supposed to keep my house on in case of another Irma and tried to fix that by getting me a generator a year later and after I finally got one.

  

  Business response

  12/15/2021

  Business Response /* (1000, 9, 2021/09/28) */ ***Document Attached*** The system that we installed correctly has, unfortunately, had the SMA brand inverter go down multiple times. We have always responded promptly to resolve any issues. The last time we went to her home and attempted to service the inverter, she failed to wake up and let our tech into her garage. She claimed we never showed up, so we sent her the GPS tracking info of our tech, proving he was at her home trying to gain access. Recently we attempted to schedule another service call for this customer, and it didn't go w. Mrs. ******* is always incredibly rude to our staff members when calling in. She curses and screams at people that are just trying to help her. This explains why many of her calls end with an unexpected disconnect. We would be more than happy to help our customer resolve any issues if she is willing to have mature, productive conversations with our staff. We will attempt to reach out to Mrs. ******* today and schedule a service appointment. Consumer Response /* (3000, 11, 2021/09/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This system has been going down since I have received it. It was changed and still went down. It was told to them over 6 months ago that there was a problem and they waited for it to go down again to do something. That day he was supposedly here, I have 3 dogs that never barked and no door bell was rung.They never had the inverter that day also that same technician that was here told them months ago there was a problem and they DID NOTHING THEN BUT WAIT TILL IT MALFUNCTIONED AGAIN! It could have been fixed last year but noooo they ignored him when he said it was over producing and now we are here. Again. After 2 more visits they said they would need to get an inverter. Almost a month goes by, now it's month 4 and I called asking for the manager Huber and Jaime said he wasn't there, so I asked her where is my equipment, she tells me she doesn't know what I'm talking about. It's only been 4 plus months. The inverter was in the warehouse and no one called me so yes, I asked why hasn't no one called me , why did I have to call, they would t answer so I got louder Because they had no answer on why I had to call looking for equipment that had been there.. So yes I got louder cause maybe they didn't hear me ask and because they have been screwing me over since the system has been put in . Jaime told me Sept 17th is available, I said fine. They never came. I wrote in an email to them I will be here the 17th. No show, no call all this time! I have Bills over 150 that they will not compensate because of their poor customer service. They know I have been out 5 months and they haven't done anything to rectify, I'm having to call to get answers and have nothing but the run around! This isnt the first breakdown of this system. They knew last year when they replaced it that it was still no good! They never contacted me to come even after an email was sent. Why does a company make a customer frustrated and not do one thing about it! Turnaround in that company is ridiculous and one of the new technicians that just started is the one that made them order it, or else it wouldn't have been ordered and they would have just changed a wire like they did last time saying it was fixed. That day he had no inverter to add on so how exactly was he going to fix it? He would have changed a wire said it was fixed and it would go down the next day like it happened last time. So that excuse of someone being here is just that an excuse because he had no inverter it wasn't ordered yet! They had it in writing to come the 17th and they refused. I want compensation or the whole system removed . This company has been incompetent since before they were installed from lying about the system staying on when my lights go out to the many times it hasn't worked and they expect a happy customer?? They had more than enough time to fix an ongoing issue. An issue that has repeated every year since installing! They need to call the technician that actually found the problem the first time he was hhereinstead of the ones they did send with no inverter to even fix it! They still haven't called. According to their response. Consumer Response /* (4200, 16, 2021/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) They came out Oct 13th it was working that day. The next day down again. I called on Monday spoke to Emily and she said Maria would call me back later that day. She did not! I called Tue and spoke to Maria for only a second time and had no solution. Since they knew it was down on Monday. I mentioned since this system hasnt worked properly since installation and all their technicians have no idea what they are doing, it's about time that this defective_ system gets removed. Maria had the nerve to say, I said to not come. I told her that isn't what I stated and I need you to stop making things up.. I said they were incompetent! No one knows what they are doing and I'm the one who has to deal with it. It should be removed since it still isn't functional. She is supposed to call me back about a technician and about this system and still nothing. Not one of them has apologized for this fiasco that has been going on for years but Isabel! They don't have the capabilities to get it right and have the audacity to get upset with me because they are incompetent. If this was a car, I would have been covered under the lemon law. It is now Thursday the 22nd and STILL NO CALL BACK ON EVEN IF SOMEONE IS COMING OUT. Totally unacceptable! Business Response /* (4000, 21, 2021/11/10) */ The system issue is not due to our install or inexperience of our technicians onsite, but it is directly related to the manufacturer "SMA Sunny Boy" who designed the failing inverter. Above that, the customer has made communication very challenging for our staff. Due to the customers extremely explicit vocabulary and intense, unclear conversations, scheduling service for the system in a timely manner has been very difficult. We currently have a service appointment scheduled to visit this home, however, in regards to our most recent conversation, the customer has made it unclear whether or not she will allow us to complete the work. We ask that the customer works with us in a respectful manner, so we can continue to communicate with her and work to resolve problems caused by the SMA Sunny Boy inverter. Consumer Response /* (3000, 23, 2021/11/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Now it's a manufacturing issue? This issue has been going on for years. They knew since last month it went down and only heard back from them 2 days ago saying they will be here the 18th. I called back and left a message to contact my lawyer and then 2 hours later get a vm from Natasha to call. I find it quite hilarious that everytime I called Natasha on her private line and as soon as she heard me she hangs up. Now I hear from them, twice, when last 3 weeks they did nothing. They are really going to need a new excuse of trying to contact and speak to me, when they ignore all of my emails. Also they know they have been incompetent since before it was installed cause it wasn't working till months after it was installed. Then went down again months later and had to be replaced and now we are on month 7 straight. How does a company who obviously can't get it to work is now blaming the manufacturing company. Also I asked them to change the system awhile ago so we wouldn't have issues they refused. On our last conversation with Maria, I told her to let me know about removing it, that was in October. They are just replying 2 days ago. There incompetence and general customer service *****. Yet, they expect a customer that they have screwed over since before it was installed to be pleased. Them knowing this system hasn't worked correctly for one straight year since installation and they refused to change or remove it. So I contacted a lawyer during those weeks they never even called. This should be a priority that they have caused and I been with a defective system since installation. I was lied to about what was being installed , to every year since it not working but maybe 4 to 5 months before it goes down. 3 different technicians at 5 different times and they want to blame me for being frustrated about how they have treated me? They were told 2 days ago to contact my lawyer and they ignored, as usual. I do not want a company that obviously does not know what they are doing if by now they haven't fixed it. Also this is way past the 30 days and it's still not working! They were here and it went down the next day and they are just reaching out again, 2 days ago. They are full of excuses and no solutions. I have given them years to get it together. This attached file shows when I called back the number that Maria called me from, Natasha picks up and then hangs up. I called the main number, they pick up, I tell them and leave my lawyers information and then surprisingly Natasha calls back from that same line that ALWAYS seems to hang up when she hears my name. The animosity and disrespect has been caused by them thinking that every year, it's ok this system goes down months at a time. Learn customer service! Business Response /* (4000, 29, 2021/11/24) */ We have repeatedly tried to contact the homeowner to maintain open communication, and her account clearly reflects that contact. We also have frequent records of her calling in and belligerently screaming at multiple members of our staff before we are able to speak or attempt to help the situation. Regardless of the mistreatment, we have never stopped trying to find a solution. There was a manufacturer defect and we worked diligently with the manufacturer, Sunny Boy SMA, in order to receive new parts so that we can complete the repair. We attempted to visit again on 11/18 but we were advised by consumer to cancel the service request, the day of. Once again, we are willing to work with the customer and resolve this issue. We ask that the customer respectfully works with us to allow EHS installers to make changes to her system as needed. The frustrations she has with the material malfunctioning on her home should be redirected to the manufacturer Sunny Boy SMA, who is the company that designed the product.

• Initial Complaint

  08/27/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  8/27/21 Do not go with this company. 3 years after the initial install of solar panels. My roof is now leaking into my son's bedroom. Where they anchored the solar panels to the roof has long screws coming thru the wood of the roof. No sealant was applied, there is even a whole you can see right thru that was never sealed. EHS was called and said it would be their top priority to fix. Now 6 weeks later and nothing has been done and no one will return my calls or answer my emails. I will provide pictures to anyone who wants to see what they did. There are to many solar companies out there now, dont choose them. Going solar with them is my biggest regret from day one.

  

  Business response

  09/08/2021

  Business Response /* (1000, 5, 2021/09/08) */ Contact Name and Title: Natasha - Manager Contact Phone: XXX-XXX-XXXX Since the initial install in February 2018, the most recent communication from the customer was in July 2021 when he called us to report a leak in his roof. We immediately sent out our technician to assess the leaks and complete the repairs as needed. Due to the customer's roof type being tile, it was necessary for us to reach out to a tile roof company to assist with the repairs. We reached out to two different companies for an estimate and to help choose the earliest availability. During this time, the customer advised us he chose his own roofing company to complete the project with. We were under the impression that the customer was working with his chosen company directly to get the repairs completed. In the meantime, we moved on to schedule his drywall repairs. As soon as EHS became aware that the customer was expecting us to reach out to the roofing company, we did exactly that. We are currently preparing to schedule a date for repairs and completion. We are looking forward to getting our customer taken care of as soon as possible. Consumer Response /* (3000, 12, 2021/10/01) */ 3 months after ehs came to inspect the damages they caused and stated they were going to fix, now stated they will not pay for any anything . After multiple contractors came and gave estimates, which they asked me to find, ehs now says they will send there own workers to fix the roof, i said absolutely not. I will not let them near my house again. At that point, Natasha from ehs said they will not do anything more and are not liable to do anything more. That is the type of company your dealing with. 3 months, leaking roof, 4 buckets in my sons room collecting water everyday. And a 11 year old sleeping on a mattress in the family room. Business Response /* (4000, 14, 2021/10/06) */ EHS reached out to several sub-contractors to assist with this repair while maintaining consistent updates to the client. It was very challenging trying to find a third party company willing to complete the repair due to the age of the homeowner's roof. The last roof permit pulled on this property was in 1999 making the roof over 22 years old. Sub-contractors are recommending the entire roof be replaced, not just one specific area to the solar system. EHS hired our own in-house tile roof installer to be supervised by our roof foreman in order to complete this repair at zero cost to the homeowner. We also agreed to uninstall and reinstall the solar panels at no cost. We have had a drywall company on stand-by to complete the ceiling repairs, once again at no cost to the homeowner. We called the homeowner last week to attempt to schedule the uninstall of the panels last Thursday and to scheduled the roof repairs last Saturday. The homeowner turned us away and would not allow us to schedule or complete the repairs. The customer is now leaving false information about our company on multiple websites to manipulate the truth about these circumstances and slandering the names of our employees on public platforms. At this point we are beginning to believe his ultimate goal is to attempt to force us into paying for large portion of his outdated roof for his benefit. The customer purchased his system in January of 2018 and has not had any issues up until this point. There is nothing in his contract that states a roof warranty is included in his purchase, however, EHS has been more than willing to help our customer as much as we possibly can. Unfortunately he will not allow us to do so.

• Initial Complaint

  08/25/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased solar panels with EHS to save money with my electric bill in 2019. I did not know much about solar panels. A guy came to assess our electric bill for 1 month of living at my current home. The previous owners were not living there year round, so I didn't have a true electric bill to determine how many solar panels I needed to determine my actual usage. I mentioned that to the sale representative but he insisted it was not going to be a problem. For months after installment, I called both the electric company and EHS manager Natasha for paying the solar bill and a high electric bill. The electric company able to assist on why I was still receiving a high electric was bill with solar system. He explained that I did not have enough solar panels for the amount of electric current usage. I called Natasha to discuss this issue, sho was not helpful and very argumentative. I was told I to had more panels. Overall, I did not receive a truthful bill assessment. Still unresolved, sad

  

  Business response

  10/21/2021

  Business Response /* (1000, 7, 2021/09/14) */ Contact Name and Title: Natasha - Manager Contact Phone: XXX-XXX-XXXX The customer was living in the home for one month when we first met. EHS and the customer agreed to design the system to eliminate an estimated amount of electricity taking into consideration there was no true history of their home's annual electric consumption. After living in the home for a while, the customer realized they were using much more electricity than what the system was capable of producing given the size of the system. They would need additional panels to cover the additional electricity usage. The customer reached out to us to inquire about purchasing additional panels. Using the most recent electrical history at that point, we estimated they would need 40 panels. The customer was unhappy to hear the amount of panels needed to cover their electricity needs. They insisted that number was inaccurate and requested a smaller amount of panels. We adjusted the proposal to their liking, and also offered them an extremely low discounted rate to add panels to their current system in order to help make the add-on more affordable to them. We ran their credit to obtain financing approval from all of our resources, however unfortunately they were denied credit across the board. We suggested to them to join a credit repair program with hopes that we would be able to assist them in the future. Six months later, the customer allowed us to run their credit again to attempt an approval for a loan but once again the customer was denied the line of credit under all options. We have attempted to help this customer as much as we possibly can. At this stage, we believe the customer is upset because they can not get approved to finance the additional panels. Consumer Response /* (3000, 9, 2021/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company is untruthful. I was not unhappy about my credit because i do not think they even done such thing. I never received a denial from the any bank regarding this denial. I was able to refinance my house around the same time. So my credit is not the issue. This company's customer service is awful in every way. They sell solar equipment without properly assessing the customers electric bill. Then when we realized they robbed us, now we need more equipment. This is poor business ethics. I need higher authorities to address this issue, not the manager at this solar company. I am requesting the owner to reach out me please. Business Response /* (4000, 13, 2021/10/19) */ Response from upper management. We have done everything possible to work with Mrs. *****. The only solution she is willing to accept at this time is free equipment. Whenever a customer decides to go solar and has little to no previous energy usage available, both sales rep and customer must assume and agree on future energy consumption. EHS has no possible way to predict a particular home's future energy usage as a solar installer. Therefore we can't keep going back and forth with Mrs. ***** regarding her overconsumption. If she had purchased the correct amount of panels the first time, her loan payments would be much more significant. There would have been extra expense no matter which way our associate sold the job. There is nothing in our agreement stating that we would have to provide any additional panels for free. Her situation is why we offered additional panels at cost + labor and nothing more. Unfortunately, after Mrs. ***** accepted this offer in the past, she was not approved by the finance company. If she wants to have her claimed "good credit" run again, we would be happy to send her an application immediately. At this time, there is nothing further we can do to satisfy Mrs. *****.

*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. ↩