ComplaintsforSynergy Home, LLC

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We hired Synergy Home to install a new high efficiency heat pump and auxiliary heat system in our home. They installed the system using the older system's wiring and breakers. As the new system's auxiliary heat required a larger breaker and wire, the breaker trips every time the auxiliary heat kicks on. That's an obvious safety issue, but it's even scarier that they installed a system without checking the existing breakers and wires, which is just nuts. They've said they'll come out and replace the breaker and wire to the auxiliary heat; however, they have yet to do this. Even more concerning to me though is the rest of the system, is that wired correctly and wired to the correctly sized breakers? I'm not looking forward to having to replace a bunch of drywall once they run the new wire for the auxiliary heat, but I'm really not looking forward to having to do it again when we discover one of the other wires or breakers was not sized correctly for the system they installed, or even worse having their error cause a fire at the house. I went with them as I was told they are the best and most professional company for these types of services in Lexington; however, not checking or sizing power supply to a system that runs entirely on electrical power is such a glaring error/oversight I fail to see how they are even in business!

  

  Business response

  11/01/2022

  We have technicians going out tomorrow to remedy the issue. 

  Customer response

  11/02/2022

  Better Business Bureau:
  
  Synergy sent out a technician to swap out some auxiliary heat components.  The system now works and no wires or breakers required replacement.  I'm happy they stand behind their products and services; however, it's preferable (from a customer perspective) for companies to simply do it right the first time.
  
  Sincerely,
  ******* *****

• Initial Complaint

  03/18/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 27,2021 Synergy Home installed a 30 solar panel array on our roof. On July 12, 2021 three panels were producing at about ½ the output they were manufactured to produce. A notice was issued to Synergy of the problem. It took a stack of emails between everyone involved from the manufactures to Synergy to get to where we are today with 30 emails from just 1/1/2020 alone. Lack of response and shoddy workmanship are the two major areas of concern. Synergy Home finally returned on 1/12/2020 to correct the shoddy installation problems and test for warranty covered complaints. The initial failure to comply with procuring the required Privilege License by the city and the required State Electrical Inspection, were met on or around 1/13/2020. All except warranty adjustment and securing cables to the rails of the last three panels issues have been taken care of (not independently verified) as of 3/8/2020. Synergy Home has failed to make any of the warranty fixes and once again refuses to respond to emails as of 2/17/2020. Synergy Home talks a very good and knowledgeable talk but does not have good supervision over the installation crews, nor do they attack problems in a way that corrects those problems. The three warranty panels that need to be replaced and were relocated for testing on Feb. 8, have not yet had a return visit nor any communication about intent. We initially contacted Synergy Home to arrange for doing the same job on new construction. Well??

  

  Business response

  05/17/2022

  Business Response /* (1000, 6, 2022/03/31) */ We have agreed to replace the 3 panels that are producing slightly less then the panels around them. Unfortunately the supply chain has those panels out of stock from our normal distributors. We are actively trying to source them elsewhere but as of this email have had no luck. To be clear the system is working and all but 3 panels are producing 100% as expected. The 3 panels are producing just less than expected, the lowered performance has a monetary cost of about $12 per year. Consumer Response /* (2000, 8, 2022/04/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) The complaint was never a monetary complaint. It was simply a complaint about an initial shoddy installation, insistence for a correction to the problems in excess of 9 months, and lack of response to address warranty replacement of the panels. An attempt was made to substitute a different brand of panel rather than replacement with the original. A consumer would probably think as many trips as Synergy Home made to a location more than an hour away with two or three technicians would get their attention, but there has been no mention of the quality of workmanship or the excessive time to respond to making corrections. If you hire Synergy Home to do a similar job, not only do they need to know what they are doing, you need to know what they are doing too. The installation crew failed to follow manufacturer's instructions. Whether this was due to lack of training or supervision is problematic.

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