Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 11, 2025: Received from Alternate Energy a letter/invoice for $157.07 for service call + $90 late fee. Due date for payment: January 17, 2025. This was the first written invoice I received from A&E, following my request to the technician that A&E mail me a written invoice. A&E claims that they had sent an earlier written invoice, but I did not receive this.January 11, 2025: I mailed A&E a check for $157.07 with the request that they contact my attorney if they did not accept my payment. My attorney handles financial matters for me because I suffered a mild stroke a few years ago that affects my vision and ability to understand more complex matters.January 27, 2025: I received a form letter dated January 24 (seven days after the January 17 due date for payment) including an un-itemized bill for $1,491.17 from A&Es collection agency, ********************February 5, 2025: My attorney, ******************** sent a letter reminding Nationwide (and A&E) to desist from contacting me, but instead contact him via mail and email regarding this issue. Return receipt date February 7 shows that Nationwide received this letter.February 18, 2025: I received a letter from ********** addressed to me, not my attorney, who said he did not receive this letter or any email from *************. Villabeto will be flying into ****** in early March to file a harassment complaint against ****************.

  

  Business Response

  Date: 03/11/2025

  This is the timeline:

  07/17/2024 @ 9:24am - **** first contacted AE to service his master bedroom AC Unit that was not working 
  Call back number ************ - Xyila, receptionist, took the message
  
  
  07/17/2024 @2:05pm - ******, ************** got into contact with **** scheduled service on 07/23/2024 between 12-1pm with ****
  Sent Hellosign to ***********************************
  
  
  07/23/2024 - Day of Service - ****, technician, confirms unit isn't cooling, tried to reset confirmed not working even with reset. took voltages, determined that unit needs new inverter board
  
  
  07/24/2025 - ****** calls **** to go over the service call performed and the next steps, advised part order takes roughly ***** weeks, will call w updates, **** ok'd 
  Holding off billing until service is completed and the unit is up and running.
  
  
  11/13/2024 - ****** calls ****, advised that part is anticipated to be in stock 11/20/24, wants to schedule for part replacement, scheduled for 11/25/24 for replacement part but will call on 11/20/2024 to confirm that part is in and service will still be rendered 
  
  
  11/20/2024 - ****** calls **** to confirm part is in stock and service will be rendered on 11/25/24
  
  
  11/25/2024 - Day of service - **** replaced inverter ******** and test ran AC, everything is okay. AC up and running
  
  
  11/26/2024 - *****, accounting, created Invoice and sent to *********************************** Due date of 12/06/2024.

  12/10/2024 - invoice was initially due on 12/06/2024 
  Invoice sent to *********************************** on:
  11/26/2024, 09:00 AM
  12/5/2024, 02:12 PM
  Invoice viewed: 
  12/5/2024, 02:13 PM
  
  
  This fee will not be waived,
  Should any questions arise, Please call our office at ************
  
  
  ***** sent invoice  TO EMAIL W LATE FEE (***********************************)
  MESSAGE ON QB EMAIL:
  
  Dear **** Imakyure,
  
  
  Thank you for choosing Alternate Energy, Inc.
  
  
  Service invoices not paid by the due date are subject to a $30 late fee.  
  
  
  This invoice was initially due on 12/06/2024 
  Invoice sent to *********************************** on:
  11/26/2024, 09:00 AM
  12/5/2024, 02:12 PM
  Invoice viewed: 
  12/5/2024, 02:13 PM
  
  
  This fee will not be waived,
  Should any questions arise, Please call our office at ************
  
  
  We had also left you a voicemail on the number we have on file.
  
   *****, ACCOUNTING, CALLED ************
  DID NOT ANSWER. LEFT VOICEMAIL  
  *LATE FEE ADDED 
  *CALL US BACK 
  
  ***NEW DUE DATE FOR INVOICE 12/20/2024***
  
  01/07/2025 - CALLED ************ AND LVM 
  LAST ATTEMPT TO COLLECT MONEY, 
  INVOICE SENT TO EMAIL ONCE AGAIN ***********************************
  DUE DATE 01/17/2025
  
  
  SENDING INVOICE AND COLLECTION LETTER TO HOUSE 
  
  
  ***Did not received payment by 01/17/2025, sent to collections on 01/23/2025***
  
  
  ***ACCORDING TO EMAIL SENT FROM BBB***
  **** sent a check in mail for $157.07 on 01/11/2025 with a note to be in contact with an attorney.
  Check and note did not make it into the office, to this day, we have not received any check payment 
  
  
  ****** confirmed that **** has not mentioned going through an attorney to collect payment.
  
  
  Also, emails are different on BBB and the one we've been sending the invoice too. However, ********* agreement was signed and sent back to us from ***********************************
  Therefore it is/was a accessible email 

   

   

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23014459
  
  I am rejecting this response because: I don't know what the reasonable late fee is, therefore, I cannot write a check for settlement amount. 
  
  Sincerely,
  
  **** Imakyure

  

  Business Response

  Date: 03/18/2025

  I will go ahead and waive (1) late fee, new total due will be $217.07.

  Customer Answer

  Date: 03/22/2025

   
  Better Business Bureau:
  
  

  I will accept A&Es proposed resolution and will send this business check for the closure amount. 

• Initial Complaint

  Date:12/18/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alternate Energy installed my Solar Panels in 2013.July 2024 my enphase stopped reporting the status and performance of my system.I have tried several times to contact them for help and they say they will get back to me but I never have heard back.

  

  Business Response

  Date: 01/13/2025

  We were notified on Dec 16,. 2024 that Mr. ******* was having trouble with his connections, maybe wifi or tp links not working.  Mr. ***** sent pictures of what was not working, sent a tech out on Dec 31, 2024, got envoy back on-line and data was uploaded.  System checks good.

  Customer Answer

  Date: 01/13/2025

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

• Initial Complaint

  Date:08/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a photo voltaic system from Alternate Energy *** in 2019 and paid over $30,000 for this system which included a Tesla battery storage unit. Some time early this year, we had to change our wifi-router due to poor connectivity and during the recent HECO rolling blackouts in early August I discovered that I could not access my Tesla unit to see how to adjust my storage capacity.I have called their office more than 10 times since August 1 in an attempt for them to help me reconnect. The most recent conversation resulted in their office staff giving me two passwords--both which I was unable to connect to my Tesla. When I asked for someone to come out and check my system-because I don't even know if my battery is working, I was advised there is a $200 service fee. I have researched ****** and other sites to see if I can connect myself--however without the password-which is something I believe they set up, I cannot connect to my expensive battery back up. I don't think it's reasonable for them to charge me for a visit when they cannot provide a password that allows me to troubleshoot everything before confirming a service call. Furthermore, waiting four weeks for a resolution seems unreasonable.There are numerous complaints in Yelp about their recent poor experiences with this company. I would appreciate BBB's assistance as I don't see that anyone else reported their frustration with this company and this practice seems to be continuing. Thank you.

  

  Business Response

  Date: 09/21/2024

  ******* called to advise that her comms are down.  We do not monitor comms for PV which states in the Purchase Agreement terms and conditions.  She said it was asking her for a password so our electrical department tried to help her over the phone because she did not want to pay for the service call  which she was quoted  $225 + tax.  We tried another passcode but that also did not work, we then offered her to come out for $150.00 + tax, she advised us she will go home and try this new password.  We finally agreed to send a technician, he found that she got a new router/internet service and it disconnected because of that, we had to connect to the new networking components and also advised her to contact Tesla to register her new network.

  Customer Answer

  Date: 09/23/2024

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

• Initial Complaint

  Date:08/08/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Installing a ** SYSTEM, We put a deposit to have Alternate Energy to pay for whatever forms or payment to the company we have to go through like HECO, HOA, **** OF PLANNING whatever have to pay to get the approval for the ** insulation, so we had spoken to Lional the *** who was handling the contract, But to our knowledge he said everything was approved, so my husband ask him where's all the forms of approval and plans, so he mentioned that he needed half down deposit from the original total of the **. and than said he was going to call the office and have give him the plans, so he sent it to our email and it didn't match the plan we discuss, and I went ahead a verify our association about Alternate Energy sending the plan to them, they said they haven't receive any plans of ** System. the homeowners needed to send them a proposal to Equity properties and get the approval from the board members. So already I don't trust ****** about whatever he is saying, so I sent a email to cancel the ** System, and ***ly it to the email he sent us. whatever they paid out of the ******* as long they have proof what was paid and whatever balance they have I want the refund.

  

  Business Response

  Date: 08/22/2024

  BBB, please see the timeline below for *************************.
  
  
  2/5/24 Purchase Agreement was signed.
  
  2/21/24 AEI went to the homeowners home to do a premeasure of where the system will go.
  
  3/8/24 During the premeasure we found that the homeowner needs to mount an infrastructure which is additional work.
  
  3/12/24 Notified that homeowner wants to hold off on the installation until further notice.
  
  3/13/24  AEI's design team relocated the ** infrastructure, homeowner said to proceed with the installation.
  
  4/24/24 HECO app was approved for installation.

  5/7/24  Signed documents required for City & County permit application were emailed by Sales *** to ********** for permit processing
  
  6/4/24  ** Permit ePlans submitted by AEI to Department of Planning and Permitting (DPP)
  
  6/5/24 and 7/15/2024  Corrections requested by DPP submitted back to ePlans by AEI
  
  7/15/24  ** Permit approved for issuance
  
  7/15/24  Homeowners request to install on Aug 1, 2024.
  
  7/18/24. ********** packet was completed and emailed to the homeowner.
  
  7/20/24. ****** receives a text message to cancel ** install, he said there is a big monkey pod tree next to his home and gets lots of rubbish on his roof daily.  He wants his $1500.00 returned, the contract calls for a 2.5% cancellation fee and we are not charging that in full.
  
  Here is the breakdown of where his $1500 was applied.

  Permit - $874.00
  PE stamp - $175.00
  Processing HOA, HECO, and processing multiple designs - $451.00
  
  

  Customer Answer

  Date: 08/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Im sorry we had to cancelled it due to mis communication between owners and contractors and also problems that will arise from tree in park that's over shadowing rubbish to our roof and home. So we find it is inconvenient to us.

   

   

   

  
  Sincerely,
  THANK YOU
  *************************

• Initial Complaint

  Date:02/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alternate Energy (AEI) installed photovoltaic panels (PV) on my house on 6/22/2015, costing $25,508. The quote included their Assured Warranty that states:AEI warrants parts and labor against defects in material or workmanship for a period of ten years from the date of original purchase, and agrees to repair or, at the companys option, replace a defective product without charge for either replacement parts or labor during such time.Workmanship warranty covers any type of roof damage, roof leaks, or damage caused by roof leaks.After installation, I noticed a roof leak and reported it to AEI. Their first attempt at repairing the leak was on 8/24/2019 with a follow-up attempt on 9/28/2019. There were subsequent repair attempts on 4/16/2021, 9/22/2023, and a final attempt on 11/24/2023 when AEI cut a 1'x1' hole in my ceiling to determine the root cause, which they subsequently tried to blame on a faulty install of the roof. *********************, Operations Manager, admitted in a phone call on 2/9/2024 and documented in an email on 2/16/2024 that (AEI) was at fault due to 1 penetration that leaked and has since been sealed. According to *********************, Roofing Manager, the roof leak was patched on 4/16/2021.There is a debate whether there are 2 sources of water leaks as AEI has claimed. Regardless, *** has refused to take accountability for the water damage despite ****************** saying in his email that the ceiling will be repaired at AEIs cost. Since then, he has refused to respond to my follow-up email sent that same day seeking to confirm the extent of the warranty coverage and ignored numerous calls to the office, most recently on 2/26/2024 with a clear message requesting he to return my call by close of business the following day. It has been 2 weeks and their warranty is proving empty.Separately, I have a $1,250 deposit for the installation of PV and a battery with AEI. I have requested a full refund because of the above, yet AEI is only willing to refund $500.

  

  Business Response

  Date: 03/11/2024

  In response to ********************************* BBB complaint received, Alternate Energy, Inc., (AEI) has agreed to repair ceiling damage because there was no definitive proof where the leak was coming from. AEI has been out numerous times to inspect, reseal, and water test and have determined the one penetration is not leaking.

  ******************** stated *** has refused to take accountability for water damage when AEI clearly stated the ceiling will be repaired at AEI's cost.

  Furthermore, *** agrees to refund ************************ full deposit of $1250.00 received for his upcoming PV contract which will be deemed nulled and void.

   

  Customer Answer

  Date: 03/11/2024

   
  Complaint: 21357732
  
  I am rejecting this response because accountability is still lacking on 2 points. First, there is a marked difference between repairing the ceiling damage and covering damage caused by roof leaks as stated in AEIs Assured Warranty as ceiling damage by definition is limited to the upper interior surface of a room. The leak in question was reported and left un-repaired for many years despite numerous repair attempts by AEI and there is water damage to the underlying wood beams.

  Second, AEIs response states, there was no definitive proof where the leak was coming from but I have it in an email from the AEI Operations Manager that clearly states, (AEI) was at fault due to 1 penetration that leaked.

  Furthermore, this complaint was opened with the BBB because *** refuses to return any of my phone calls to the office and directly to several employees including their Operations Manager, Roofing Manager, and 2 Project Developers. That still persists today with numerous messages left with the office and on voicemail just last week. As such, this is the first time I am hearing that my $1,250 deposit will be fully refunded and I would like to know when to expect the check. Additionally, I would like to better understand how to proceed with the water damage repair since it will take some coordination with AEI. All of this can be addressed in a simple phone call, which *** has avoided for 3 weeks now.

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

  Customer Answer

  Date: 03/28/2024

  To update this complaint, AEI has refunded my entire deposit ($1,250) and voided the sales agreement for the installation of additional panels and a battery. The check and voided sales agreement was mailed with no explanation as the Operations Manager still has not returned any of my phone calls / messages. While those 2 items were part of the resolution I requested through this complaint, the lack of communication and level of customer service is appalling.

  In a similar manner, *** has not responded to my rebuttal (via BBB) on 3/12 despite a response being requested within 7 calendar days. It has now been 15+ calendar days and I am still left wondering if AEI will take any accountability for the water leak / repair under their Assured Warranty.

  It is a disservice to the BBB (and any prospective customers) for this business to remain accredited with an A+ rating and the appropriate action should be taken.

  

  Business Response

  Date: 04/16/2024

  March 19, 2024 ********************* (AEI'S Roofing RME) called ******************** to see if he could go out and assess the water damage, ******************** refused to grant us access until AEI provided a statement that AEI would repair ALL water damages.  The roof was still leaking from an area above our (1) PV penetration after we confirmed our (1) penetration was not leaking.  Due to ******************** denying AEI access to ***** the needed repairs for his ceiling it is delaying the process to put closure on this complaint.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21357732
  
  I am rejecting this response because the response from AEI is utterly misleading. In an email to ********************* on March 20, I stated that I am working under the assumption that ALL water damage will be covered by the **** Assured Warranty unless there is documented and definitive proof that the water damage was not caused by the faulty penetration and therefore not in scope of **** proposed repairs.
  

  It is a fair and simple statement to agree to PRIOR to agreeing to conduct a site assessment and allowing AEI to come on my property. Yet they refuse to agree to that and have any refused to engage in any further conversations, dragging this process out further and still refusing to take any accountability.

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

  

  Business Response

  Date: 05/28/2024

  We have been replying but ******************** is reflecting it.  He won't let us come out to assess, he wants us to replace his whole roof which we did not damage.  

   

  Mahalo,

   

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

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

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21357732
  
  I am rejecting this response because it is simply not true. While AEI has my email and phone number, there have been no attempts on their behalf to contact me, which is why I have resorted to opening this complaint with the BBB. For months, I have made numerous calls to their office and left a message each time because the person I needed to speak to was either in a meeting, at lunch, or left the office for the day. The messages I left were never returned.

  In addition, I have always responded promptly to their responses in this forum, yet it took AEI 1.5 months for their most recent response and now they have resorted to lying because they simply refuse to accept any accountability. The fact of the matter is that I am not asking for my entire roof to be replaced as that would be unreasonable. I am moving forward with that effort on my own. I am asking for AEI to cover the water damage resulting from their faulty penetration under their assured warranty. It is all laid out in this complaint. 
  
  Again, before agreeing to AEI coming on-site to do an assessment, I would like AEI to acknowledge the following (stated in an email back in mid-March):
  
  ALL water damage will be covered by the **** Assured Warranty unless there is documented and definitive proof that the water damage was not caused by the faulty penetration and therefore not in scope of **** proposed repairs.
  
  Moving forward, I would like AEI to promptly respond within this forum and ask that their responses are truthful. It is disappointing that they have had to resort to lying as a last ditch effort to avoid taking accountability for their poor workmanship.

  
  Sincerely,
  
  **********************;

  

  Business Response

  Date: 07/26/2024

  This has been referred to our insurance company, I called **** and left him a voicemail message that *************** will be in touch with him.

   

  Customer Answer

  Date: 07/26/2024

   
  Complaint: 21357732
  
  I am rejecting this response because it not timely and misleading. The voicemail from ****** stating *************** would be in touch with me was left on 6/12, nearly 1.5 months ago. Since then, I have called Alternate Energy with questions several times and my calls have not been returned.

  On top of that, I had to call *************** myself because I did not hear from them, which I found out was because they had an incorrect phone number on file. I finally spoke to a representative on 7/3, who told me he needed to talk with ********************* but that *** was on vacation. It is now 3 weeks later and nobody from *************** has contacted me.

  Needless to say, this complaint persists because of stalling and inaction by Alternate Energy. It has been MONTHS and there is no resolution in sight, which simply shows how much the company values their customers and proper customer service.

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

  Customer Answer

  Date: 08/01/2024

  I called *************** on 7/26 (Friday) and left a voicemail, then called again on 7/29 and spoke to an claims adjuster (***********************). He said *************** would not be paying out on the claim because there is disputed liability and refused to provide me with any more details.

  This seemed like a ploy by Alternate Energy to simply kick the can further down the road. I have called Alternate Energy several times since then and left a message each time for ****** to call me back as I'm trying to understand the next steps but am again being ignored.

  

  Business Response

  Date: 08/26/2024

  Our service department got in touch with **** and he hired another company to repair his roof. He wants AEI to reimburse him the $4760.00 or he will take us to small claims and wants BBB to post this complaint.  I have to meet with the owners tomorrow to see what actions they want to take.

   

  Customer Answer

  Date: 08/26/2024

   
  Complaint: 21357732
  

  While this is an accurate characterization of my request, I am rejecting this response because it does not provide a resolution and is simply a status update after talking with a representative from their service department. This call came after over a month without any of my calls being returned and nearly 2 months after having my roof replaced.

  Kicking the ball back to Alternate Energy to respond within this complaint the outcome of their meeting scheduled for tomorrow (8/27).

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

  

  Business Response

  Date: 09/04/2024

  Please have **** forward the invoice to us and we will reimburse him.

  Customer Answer

  Date: 09/10/2024

   
  Complaint: 21357732
  
  I am rejecting this response because simply saying that I will be reimbursed is not the same as actually being reimbursed. This complaint was opened on the word of their Operations Manager stating in an email that AEI will cover the cost of repairs, yet it has taken this BBB complaint opened back in Feb. and a separate complaint filed with the State of Hawaii Department of Commerce and ************************************************************** ****** to finally get to this point after 6.5 months. The invoice has been forwarded as requested and I would like AEI to update this thread when the check is mailed. Upon receipt of the check, I will accept the response from the business and close out this complaint.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/18/2024

  The check was cashed, this is done.

   

  Customer Answer

  Date: 09/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. While there has been no apology for the water leak or the fact that several employees of Alternate Energy (including leadership) ignored multiple phone calls / messages / voicemails and even wasted more of my time by trying to refer this to their insurance company, the check was mailed as promised and I find that this resolution is satisfactory to me.

  It should be noted that it took this BBB complaint and a separate complaint opened with the State of Hawaii Department of Commerce and ******************************************************* ****** along with a lot of persistence to overcome Alternate Energy's utter disregard of their customer and finally deliver on their Assured Warranty. I hope this complaint is made public and the company's BBB accreditation be revoked. In addition, I highly recommend any prospective customers find another company for their renewable energy needs. 

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

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alternate Energy *** salesperson ************************* sold us a photovoltaic system that was installed on Sept 23,2023. It was for 8 ********* panels and 1 Tesla Battery to work w our existing 18 ********** solar panels, also purchased from AEI. This project ID ************ closed on Jan. 2,2024.**** said our home would now have electricity during blackouts. Then the electricity went out. We had electricity for upstairs but NO ELECTRICITY for downstairs! What? We were shocked! We just paid over $29,000 for electricity for the entire house, not HALF a house. Every one I asked who has 1 Tesla battery has electricity for the entire house during blackouts. No apology from **** and no return calls from the owner *************************. *** then wanted to charge us $1250 to connect electricity to downstairs. That amount was lowered to $1000.AEI is totally responsible for this huge mistake. We should not pay for anything! We need electricity for the ENTIRE house during blackouts. Thats what we paid for! AEI failed to complete the project as per contract.

  

  Business Response

  Date: 02/05/2024

  We spoke with ************************* (Sales person) and this is what he said.  "During his presentation, ***** and ****** were not consistently present, each of them took turns leaving the table.  I explained to ***** that a single Powerwall can back up the appliances on the 100 amp breaker.  I showed her a photo of the 100 amp breaker from my phone and showed her the appliances connected to the 100 amp breaker will work in a power outage.  She acknowledged that she understood the information and we continued with the presentation".

  Regarding *****'s claim about her neighbors backing up houses with 1 Powerwall, the Tesla manual does not allow for that in many cases.  In this case we did back up the 100 amp breaker, for most homes that is the whole house.  In this case the ***'s have a separate breaker which requires additional electrical work.  We offered ***** the option to back up some critical loads for $1250 which we then reduces to $1000 as a courtesy, the customer would have paid this on the front half if they asked for the critical load to be covered then.  It's no different, they would have paid for it before or after.  We still want a good relationship with the Mau's but it is extra work which we offered a discounted rate.

   

   

  Customer Answer

  Date: 02/11/2024

  ************************* claimed ***** and ****** were not consistently present during his presentation( sales pitch).  That is absurd(spend $29,000+ and disappear?)! ***** went to get pen and paper and ****** went to the bathroom because of medical issues. (Was **** irritated?)

  *** said this situation has happened before and **** knew it.  We added more pv panels and battery so we would have electricity during blackouts.  Having electricity for only HALF a HOUSE is not acceptable. This is not only a contract issue but a SAFETY issue! **** insisted on charging for something he promised instead of rectifying the mistake.  We received NO EXPLANATION for the problem, NO apology, NO thank you for your business response! (Sell and run?)!  Maybe it was **** who was not consistently present or prepared.

  We have done business with AEI since 2008(devoted customer).  They have always been reliable.  We have also referred 8 families that have used AEI!
  

  As **** didnt attempt to remedy the problem and after several phone calls to AEI, we received 2 phone calls, from ****** and from *** that AEI would back up our electricity at NO CHARGE!

  AEI electricians came to look at the situation.  NO PROBLEM!  WE CAN EASILY FIX IT! ( **** was the problem???)!  No date has been set to compete the connections.

  Even nice guys disappoint!

   

  

  Business Response

  Date: 04/15/2024

  *** went out on Feb 10, 2024 and completed what ***************** requested.

   

  Customer Answer

  Date: 04/23/2024

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

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They came out back in August because they called to say there was a recall on an inverter and they could replace it. I had to pay a $150 service fee for it though. The previous week, we had a flood in the bathroom so there were industrial size fans running for a week 24/7. When viewing our electric bill, it spiked over $300 and thought that was the issue. The next bill came and it was just as high. When we checked the enphase monitoring system we realized our system wasnt producing any power. I immediately called the office and they kept arguing the system was on after we continuously argued it wasnt. The light on the box wasnt on but their system registering back to them said it was. Finally, they agreed to having someone come out but to only charge me another $150 service call! The system is finally up and working but were seeking reimbursement of some kind as I forwarded all of our HECO bills. Our system was working perfectly fine until their technicians came and touched something without confirming it was properly working. I was told 12/5 by ***** her supervisor was looking into the matter and have not received a single reply to my multiple attempts to reach her or her supervisor ****. It appears theyre screening my calls and no one is attempting to get back to us.

  

  Business Response

  Date: 02/07/2024

  ******************************************,
  First and foremost, we want to apologize for the lack of communication and experience you've had with Alternate Energy.  We have reviewed the details surrounding your concern and Alternate Energy does not monitor systems, therefore we cannot compensate you for your electric bill.  It is the customer's responsibility as noted in your signed terms and conditions. To make things right we will refund you for the (2) service charges of $157.07 each, again we genuinely regret any inconvenience this has caused you.
  
  

   

  Customer Answer

  Date: 02/14/2024

  I have not received any refund yet

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First purchased complete PV system in 2008. Cost was about ****** or ****** dollars. Amount was paid off..System worked until I noticed in early *************************************************** October 2022 contacted salesperson *********************** about problem. He checked and found that more than half of my pv panels were not working. System has a 25 year warranty. He related it would be covered by the warranty and the panels would be replaced. He explained that I had ********** panels which were defective. He said he had the same type of panels ****** them replaced under the waaranty. I will be replaced by ********* panels. He said they would contact me shortly. In november i called back because not one had contacted me. I was told I was on the list/I called every month after that and always got the same answer. It is now february and still nothing has been done. Contacted alternate energy again and was told no one was in the office. Took a message but no one has called. Do I have to keep paying high energy bill.

  

  Business Response

  Date: 02/28/2023

  ********** has been having problems with the 260panels, we advised ************************* that he was on a wait list with ********** and it would take a couple months for them to get back to us. We did leave several voicemail messages and emails to inform him that we are still working with **********.  ********** did approve his warranty and all warranty documents were signed by ******************, we are now waiting for ****************** to receive check from ********** then we can proceed with changing out his panels.

• Initial Complaint

  Date:01/06/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Alternate Energy **** installed solar water and photovoltaic panels on August 2010. 10 year solar water warranty and 25 years photovoltaic warranty. Now photovoltaic system not working, phoned them and emailed them. They answered one email out of 4. The 1st is they want me to troubleshoot system with my Envoy monitoring box. Told them through email that we called and told them the box was defective 3 years after it was installed and Alternate Energy said to reset box which we did . Nothing happened and system was working. Threw away box 3 years ago. System was still working without box. Emailed them 3 more times asking when they are going to fix it. No response.

  

  Business Response

  Date: 02/01/2023

  We re-installed a new envoy, system is running but we are still addressing microinverter issues with Enphase which has been approved.  We are waiting for the parts to arrive and will schedule with **********.

  Customer Answer

  Date: 02/01/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Alternate Energy has honored the warranty.  They have really nice people working there and are easy to work with.  It is just that they need to respond a little faster with customers concerns. I will still use Alternate Energy and continue to refer them to my friends.  In the past I referred two neighbors and a friend in ******* that all went with Alternate Energy.

  Thank you Better Business Bureau for your help!! 

  
  
  Sincerely,
  
  ****** ***

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 48 solar panels installed at a cost of over $51,000 dollars in 2017. Solaredge optimizers (1/panel total 48), and one Solaredge inverter were used. The initial installation was poorly done resulting in water flooding the inverter because of poor conduit/junction box seals. Non-stainless steel screws were used on the boxes which rusted quickly as well. These issues were fixed under the 25yr warranty. The replacement inverter failed and that was replaced as well. Since then I have had 12 optimizer failures which is far above the average. 25% vs less than 1% nationally. Although they have been willing to replace the optimizers under warranty, it has always taken a long time to get the parts. In this day and age thats ridiculous. *** lost a lot of money waiting for parts to be delivered and more money because all these failures were not found on the day they occurred. I have recently gotten fed up with the failures and response time from Alternate Energy. Ive contacted Solaredge to ask why Ive had so many failures and they said to ask Alternate Energy (blame game). Ive asked if there are too many optimizers linked to one inverter and Solaredge said its possible but to check with AE. Ive read 25 *** optimizers per inverter. Ive had no response ******* regarding this. Meanwhile Im waiting for the 2 recently failed optimizers to be replaced. Except for isolated instances, their customer service after the sale/installation is very poor. Im in an area that has a lot of cloud coverage so I depend on the equipment not only working well, but working period! Thank you. ******************************

  

  Business Response

  Date: 01/10/2023

  ********************,

  
  We have been working with ****** from SolarEdge regarding your issues, we have been waiting for them to advise us with what they are going to do being that it is a manufacture problem.  They advised Alternate Energy today that they will be replacing the remaining 37 optimizers since the other 11 were recently replaced. We are only able to replace products under warranty when the manufactures give us the go ahead.  The time that it takes to get the product is out of our control.  We hope that this will resolve any further issues.