ComplaintsforAffordable Energy Center, LLC

• Initial Complaint

  11/13/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 9/26/23, I met with Brandon *****, who Jordan ****** assigned to present the incentives for the Inflation Reduction Program/HEERA Program, After the detailed information he assisted me with obtaining a loan to bridge the gap while I wait for the tax credits/rebates; he calculated the amount to cover the costs of the project based on the available rebates & tax credits. The project included: adding more insulation, Solar attic fan and replaced HVAC unit. totaling 27,336. The process was explained that once work was completed they file for the rebates & tax credits and I sign the document. Now that the work was all completed on 10/20/23 and they received confirmed payment 10/20/23 they no longer communicate. I have made numerous documented calls, text & voicemails to several individuals and no return calls or communication. The names include Jordan ******, ***** ****, Libby **********, The resolution I need is WHEN and WHO will complete the process for the rebates/tax credits? I also need an itemized breakdown of each product installed, costs vs. just the total amount. It is perceived that now that the products are installed and the company has been paid in full, they no care or are interested in following through with their "pitch". I would NOT refer this company due to my experience and concern for others to be on the line for a large loan amount that may not get reimbursed, Clearly the overall costs were inflated due the rebates/tax incentives. I would have never spent this large amount as a consumer buying direct for these specific improvements.

  Business response

  11/28/2023

  Hey Mr. ******, First, I wanna apologize for any inconvenience. To  answer the questions and the complaints one a time starting with they’re being no contact between us since the project has been done. We have corresponded multiple times through text and phone conversations regarding the matters stated since finishing the work. To go over them one more time the tax credits will be filed when you do your taxes at the end of the year. If I remember correctly, you do not pay a lot in taxes, therefore you will not be receiving a large portion through taxes, but more through the rebate side of the inflation reduction act. Whenever the state of Florida opens up, portals to claim any rebates, they will be offering. We will assist you and filling out the information when that time comes. To be very clear we cannot sign your name or fill it out for you, but we will assist you and providing information you may need when they let us know what that is.  as of right now, they are saying it could be into the beginning or middle of next year when they start opening the portal ..

  as far as breaking down the cost of every component, that is not something we offer or do. Reason, for that is, we do not want our prices given out to our competitors other reason, is you would receive less money and rebates, if we break every price down separately. The larger the amount of cost on the contract which you have the more you are eligible for. We have discussed this previously over the phone. I am truly sorry that you feel as though you spent more money than you should’ve On this project. we are by no means in the business of doing pressure sales, or trying to force somebody to do business with us. With that being said, there were multiple opportunities that you could’ve backed out of the project or canceled at no cost or no charge prior to doing the work, although it is against our policy breaking down each individual cost in this situation to make you happy we would be willing to do it. I just want to make sure you fully understand that once we do that and we start helping you apply for state and government incentives we have to use those numbers that we would be giving you.  you would receive less money for incentives because of the way the bill is written . If this is the option you choose. Please send myself, ***** **** or Jordan a text letting us know this is what you want us to do.  I believe you may have mentioned something about needing literature on the different products that were installed? I apologize if you do not have them all, I thought they were all submitted to you as far as air-conditioning units, attic, fans, etc… Only one that you may not have had would be the literature for the insulation. I was under the impression you had that as well, since you have sent me pictures of the bags of the type of insulation that was used in the beginning. If you need that please include that in the text and I will make sure you receive the stuff Within the next 48 hours.. Mr. ******, we strive to make all of our customers happy. We apologize if the experience did not go as you wished. Let us know if there is any other information you may need?

  Thanks,

  ***** ****

  Customer response

  11/28/2023

  
  Complaint: 20855917
  
  I am rejecting this response because: 

  1. I reached out to Wayne and Jordan via phone call and text for a week prior to getting a response from Wayne on Oct. 31, 2023 via text; which did not address all of my direct questions. The communication that was received was via text and not verbal as requested ( only partial questions answered via text excluding my most important question concerning the processing of the rebates and tax credits). 

  2. The communication at the time of contract was vastly different than what you are describing in your response.  You have not provided a clear process of who, , what and when the rebates and tax credits are requested.  In addition I was advised by Affordable Energy Center representatives (Brandon/Jordan) that the rebates and tax credits would be filled out Affordable Energy Center and sent to me to be e-sign before submitting.

  3. We never discussed how much I pay in taxes.

  4.  I don't need the amount breakdown if it will jeopardize my rebates and tax credits. Please understand my concerns of how you arrived at the $27,336 in rebates to be reimbursed to satisfy the loan.  With the contradiction of various pieces of information my confidence is very low that you will follow through with your word.

  5. With regards to the pictures of insulation material that was sent to you were showing it was not enough for the job and later told by you that it was the wrong material/ product.  I never received information on the material/ product that was installed.  Remember, the conversation with Jordan about this mishap and the possibility of me cancelling He gained approval to offer me $500 for my troubles and inconvenience.  I agreed to keep the process going and never received the $500 dollars.

   

  In closing, I am expecting the following:

  -  When, who will contacted me to process the rebates/ tax credits once the portals are open? 

  -  When will I receive the remaining insulation product information?

  -  Do you intend to honor the $500 addressed above?

  I am available to discuss all items above by phone not text.  I am giving you this last opportunity make this right before I pursue other avenues to remedy this situation.

  Sincerely,
  
  Lavell ******

  Business response

  12/18/2023

  Hey Mr. ******,
  
  When you do taxes this year you will fill out form 25c for tax credits that you are eligible for. When the portals open for rebates you will fill out the paperwork and we will assist you with any documentation needed.
  
  I will have insulation product info sent out this week
  
  I will also have the $500 sent out this week as well! I can send check in mail or if needed quicker I can send a cashapp
  
  Because of this going through BBB we have to respond to everything through their site.
  
  Thanks,
  Wayne

  Customer response

  12/20/2023

  
  Complaint: 20855917
  
  I am confirming that I prefer the $500 be sent to me by check to my home address.  I do accept the response provided on the other items addressed.  
  
  Sincerely,
  
  Lavell ******

  Business response

  12/20/2023

  Thank you. We will have a check sent to your home address. 

  Customer response

  12/21/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20855917, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Lavell ******

• Initial Complaint

  06/13/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I made an agreement with the sales person for affordable energy, to both install solar panels and build a small structure on the side of my house for $70,416.84. After the company received the money they installed the panels however they said they could no longer build the structure. They kept the entire $70,416.84 loan from the bank even though they did not build the structure. They should have returned$ 27,000 to the bank. After reaching out to the company back and forth for months, they make claims to return the money every week but never follow through. They also caused damage to my roof with the installation of the solar panels which I made them aware of. I made this agreement on 8/5/2022 and am still trying to get the company to return this money to the bank. They keep promising me that they will return the money however it has been over six months and they have not returned the money. It seems like they are trying to get away with charging me $70,416.84 for solar panels that are supposed to be less than $40,000.

  Business response

  06/13/2023

  As explained to the customer during the process , We have had some financial issues with our finance banks, We explained everything to him and as promised the reconciliation is in process ! We also had installers go out the same day of davids complaint about his roof and the well being of his roof! about a hole and or leaks . I believe there was a mis leading conversation due to there was no holes but the customer wanted the tiles sealed which we are gathering material for the service call . We have let the customer know of all this information and he will be reimbursed as promised . We as a company would never wanna hold money from a customer on purpose. We have been in communication throughout the whole process . and we are deeply sorry about the wait . 

• Initial Complaint

  05/09/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed a contract back in January for solar and fencing totaling over 45k with an additional 11 k added for fencing, it is now May/23 and we have had to not only pay goodleap (our financing company ) for solar that are not turned on and functioning and having to still pay Teco at the same time but also a fence we have never received. In March/23 we sent an email requesting to cancel due to lack of communication when it came to our fencing. This is when the "owner" David reached out and stated that the issue will be rectified. He offered to send us a cashiers check for the overage that we were charged for the fence of 11k, stated a check was sent on 5/1/23 to our address and it now over a week with no check and no updates. We have sent an email as of 5/9/23 requesting to exercise our right to cancel the contract due to a breach of contract for not following through with what was purchased and overcharge for a fence that was never installed. Seeing prior complaints and reviews this seems to be an ongoing issue with this company. We are demanding for them to pick up the solar and repair any damages to our roof as well as refund goodleap so this is not a negative impact on my credit for non payment or we will be taking legal actions

  Business response

  05/10/2023

  Hello , We are so very sorry to hear that this has happened on our back end team . We was not aware of this problem until this week from one of our sales organizations . We will refund your money and get everything on track for you . Please give Affordable Energy Center a call whenever you can 

  Customer response

  05/10/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20036487, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  05/05/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was promised to have my solar npanels installed shortly after being approved for them in late December 2021 however I was given another contract to sign on or about february 2022 however from those timeframes until approximately october 2022 I waws still paying my full electric bill in lieu of a reduced bill based on my solar panels being operative . I mwas contacted or responded to several employees of affordable Energy/Suncor Solar and each time I was told something different about thye installations of my solar panels which were supposed to reduced my electric bill well that never happened until approximately October 2022 and the nreason it took so long was because their work on installing the panels didn't meet Hillsborough County inspections specifications. i complained to the company on numerous ocassions and told i would be reimbursed for my electric bills that I had to pay in lieu of the solar panels being operative which would have offset those expenditures. I pulled their permits from my County and it showed on numerous ocassions again the inspections failed causing thge delay in my panels being completed and operational.

  Business response

  05/05/2023

  Hello sir , Suncor is no longer working with us , We have no communication through our company from you , I will have our office manager reach out to you today and have a meeting about what Suncor has promised you . Attached is a Monitoring photo of your system . It has produced up to date this year on production . I can continue to monitor your system . Please have your electric bills ready so we can also call your electric company . 

   

  Thank you James 

• Initial Complaint

  12/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My panels were installed in June 21 complete installation was done November 21 and has December 2022 it has not been on and working however I have payments that have to be made. I'm constantly calling and no one is returning my calls. I am highly upset and disappointed. Please call me or email me. The meter keeps flashing also. I really like to speak with someone who can make things happen right away. So many people in my nieghbor about the solar panel I couldn't give rhem the honest answer at this point and also I think I'm the only one in my neighborhood that has them. I believed that they are waiting on experience first.

  Business response

  01/03/2023

  We have spoke to ******* and we are taken actions on anything further , we have notified him that the system is operating with his utility company (Teco) and we have a service team going to his house this weekend . We are very sorry for the miscommunication sir and we will be here from now on. I gave you my direct line you can call whenever you are in need of answers . I am setting him up with his monitoring and we will continue to help you ! 

• Initial Complaint

  10/18/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We signed up for solars and they said it was completed in late aug. Well come to find out they didn’t not complete the activation according to our power company and enphase. It’s showing that our system is offline and not producing energy. I have tried calling the number for them to complete the activation but the number goes to a random girl and the email goes to a random person as well. We are now paying a power bill and a solar bill that we are not even using. We cannot get in touch with anyone from affordable energy or anyone from suncor! Left message and no returned call back to us.

  Business response

  11/02/2022

  Hello , We are so sorry about the situation you are in , For some reason the installers of suncor put your job in our Enphase portal , You are not apart of Affordable Energy Center customers . We have contacted suncor to let them know of the mistake . But this complaint should not be for our company and I request this to be removed as they do not have a contract with Affordable Energy Center Llc. We have tried to contact suncor about this situation as well and the installers . They told me they would be on the situation and contact the business . But this does not fall under our business name and I will be gladly to help your cause as much as I can . Please give our office a call at ###-###-####

  Customer response

  11/02/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 18238056, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  09/08/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed an agreement/loan application Jan/22 for solar installation as well as a new a/c system, was told by sales rep could take 3-4mos for install. Solar up and running March/April. Called in June about a/c as I hadn't heard anything still don't have it installed. I started out in July calling once a week, when they did answer my call I would get "let me check I'll get right back to you" never get a call back I always have to reach out to them. I just want my new a/c installed before the old one dies(salesman couldn't believe it hadn't died already). Communication is worse then horrible.

  Business response

  09/09/2022

  Contact Name and Title: Chris - Manager
  Contact Phone* **********
  Contact Email: ************************
  he vendor has been confirmed for the replacement.
  Ms. ******* is aware with their Name and Contact information, the vendor is 5 minutes from her residence.
  The vendor is going to visit the site confirm their equipment and release this for replacement with schedule for Ms. *******.
  She appreciated the call today to get this resolved.
  We apolagize for the delay and any work further will be 100 percent faithful

• Initial Complaint

  07/28/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On march 2022 saleswomen Taylor ****** from affordable energy came to my home to sell me solar panels and was told my bill between affordable energy $79.35 and duke energy $ 12 would be $92 a month and now with solar panels my bills are over $140 a month there is no saving at all it's like paying duke energy only my last years June July 2021 bills are the same with solar panels. Called Dave no last name I explained to him and he told me if I needed extra panels I would have to pay for them that wasn't what I was told by Taylor Butman she said if needed extra panel free of charge till problem was corrected and I would be using solar energy at night and that's not true duke supply's power at night if I knew this I would of never done this and I notice my name was forged on there contract and now after all this I requested that affordable energy remove there panels repair or replace my roof to its natural state and also remove there equipment and repair any damage to my home. I'm having trouble sleeping at nights thinking how corrupt people are and what happen to being honest and I also emailed Taylor ****** Joseph ******* and senior Vs crime department in citrus county what as happened to me and my wife. I tried calling Joseph ******* his phone is not taking messages and Dave is not responding after several times and I stopped payment to mosaic and now I hope BBB will put a stop on businesses like this so other senior citizens don't get caught up in a scam as I did.

  Business response

  10/04/2022

  Business Response /* (1000, 11, 2022/09/01) */ Hello, ******* has been in talks with our team, We are going to put up more panels for him and make sure the panels are running up to speed , He is happy with what we have all agreed on and he will be taken care of. We have it scheduled Friday to get him processed and completed .

• Initial Complaint

  06/26/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I signed a contract on 01/26/22, for solar panels, fence, water filter and a in ground pool with David R. As of today the only thing I have installed is the solar panels, they delivered the filter and is sitting in my garage. The communication to keep me updated is awful, I understand the it can take a while but why the contractors don't communicate with me. I have to keep calling and texting and nobody knows anything. I need to know the status of my contract because the bank already paid the company affordable energy $100,000.....!!!

  Business response

  08/08/2022

  Business Response /* (1000, 8, 2022/07/14) */ We are working with the Client in regards to her concern , we will ensure that all of the customers concerns are met and resolved . She has been in talks with our team and will remove the complaint when its handled .

• Initial Complaint

  02/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My solar system started going down in June 2021. I had one panel working as of Dec. 2021. I first called the people who left me their business card and got no where. The company on the business card was different than on the work permit. So I drove to it to make sure it was still in business. In Nov a lady out and reset my system, which I had done. Since then no-one has come out to look at my system. All I want is it working again.

  Business response

  04/26/2022

  Business Response /* (1000, 8, 2022/03/14) */ Contact Name and Title: Gary Kemper Contact Phone: 8502670339 Contact Email: [email protected] We have reached out to Mr. ******, We set a service call for him the week of the 7th and made sure his System was Operational . His system is working very well as of right now and we are monitoring it very closely and we also Reimbursed Mr. ****** for his Troubles and Utility Bills that should not have been Necessary . Consumer Response /* (2000, 10, 2022/03/18) */ (The consumer indicated he/she ACCEPTED the response from the business.) Please remove my complaint from your site

*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. ↩