ComplaintsforInfinity Energy

• Initial Complaint

  01/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In September 2022 I had my solar System placed prior to that I had been dealing with the sales representative over the previous summer for the details of the solar panel. We discussed use of a backup battery and I was advised by the sales consultant that because I have a portable generator I won't need the backup battery which at the time was of savings. Solar panel company came their crew installed but there was no education that was given to me as the customer they didn't review anything with me . I was told the reason why that didn't happen is because somebody that was previously working with the company his name was **** Was no longer working with the company so therefore that portion of my interaction with the company got missed. After the solar panels was installed one of the installers told me "don't plug in a generator to that area on the side of your house because you can inadvertently burn your house down" He also told me that more information would be given to me prior to my solar panel going live. So here we are today the solar panel went live and I've been back-and-forth with the company to discuss the shortcomings of the education I received put in this $70000 equipment on my house. I'm being shafted around in the company and also told that I have to deal with my sales associate for that because the part that needs to be put on I have to pay out of pocket for . I do not feel this should be my responsibility to pay for that portion as had this information been brought up front to me I may have went with another company or made another decision I would have known more. That's also a major safety information that was withheld for me prior to having the panels put on and I'm very upset with that *********** fails to take accountability that they're not educated the public properly.

  Business response

  01/23/2023

  To whom it may concern,

  ***************************** signed a contract with Infinity Energy back on 7/7/2023. Previous to that signing, Infinity Energy's sales rep ************* assisted her twice with conversations leading up to the sale. During these conversations about going solar, nothing was mentioned to ** or our surveyor that she had a portable generator. *********************************** agreed and signed the contract for just the solar installation. On the day of install, ********** claims one of our installers advised her she couldn't use the generator since the part which interlocks the solar and generator was not installed. From there, she called the office asking why it wasn't included in her scope of work. We advised ********** that we were unaware she had a portable generator and no conversations about having one were mentioned.

  We offered to install the interlock kit, but informed her that she would need to pay for it. From there, she argued with us and demanded to speak with **. ** got in touch with ********* and advised her the same thing...that she never mentioned she had a portable generator which is why it was not included. **************** attempted to work on her behalf several times and offered to come out and install the piece as soon as possible. ********* fought back and escalated the issue by contacting the BBB and threatening to take this to the Attorney General.

  
  We are willing to install the piece for her, but nothing was mentioned to us that she had a portable generator.

  Sincerely,

  *******************
  Infinity Energy

  Customer response

  01/24/2023

  
  Complaint: 18723435
  
  I am rejecting this response because:

  Ed has never reached out to me. I had 3 different quotes for my system as we discussed a back up battery. While talking about the cost I was advised by ** that I have a generator he stated well then you can use that and then we went with the system without the battery. I have all my text messages if you need them. I would also like to see the inspection of my home that was done and the outlet for the generator was installed in the house in **** so it was present at time of inspection. Why did the inspector not see it. When central ****** came out they noted it and asked if the solar company is aware of it..... I am the consumer so I rely on the professional to advise me that is where solar energy failed to do so. That is very deceiving and dishonest of them as they put my family at risk. I do not think I should have to pay extra as this was not discussed with me. 
  
  
  
  Regards,
  
  ***********************************

  Business response

  02/08/2023

  Hello *********,
  
  
  Thanks for your response.
  
  
  In reviewing your site survey information, we were not able to obtain the interior photos for your assessment. On June 6th, 2022, ***************************, our customer rep at the time reached out to you to schedule your survey. You advised no one would be home, but allowed us to do an exterior only survey. You agreed with **** to send the interior photos since you wouldn't be home. On the same day June 6th 2022 at 1:02 PM, **** sent you an email explaining what interior photos would be needed. He explained he needs pictures of the ************ Panel (door open/closed) and of the attic (rafter spacing and sizes). **** never received a response. We checked internally as well all his texts and emails and you never responded with pictures. We still were able to give you a quote based on usage and roof size, but we did not obtain any interior photos of your house which could have indicated you had a portable generator. Just so you are aware and have a better understanding, the generator will not affect your production at all. Your solar will still function and produce with no issues.
  
   As well, the contract signed by you regarding the SOW did not indicate any generator on site or any extra needed materials for a generator. You signed off on a contract without that information. 
  
  
  We are still more than happy to install the equipment for you, but there is still the charge for labor and material.
  
  
  Thanks

  Customer response

  02/09/2023

  
  Complaint: 18723435
  
  I am rejecting this response because: 

  **** has not been with your company for sometime. My multiple attempts to reach him ( I was very clear my husband had a heart attack on June 6th and I couldn't be there). I was told I did not need to be there. Yes you are correct I did not send pictures I also asked several times how that would impact anything. Which I was told no. However the generator plug is on the exterior of the house. It is for a portable generator which is what I have. My hope is this post will allow consumers to do more research on your company and choose to go with someone else. I have asked several times for a copy of my inspection but your company has not produced this information as of yet. I am obviously very upset with the lack of consumer education. Your representative ****** also asked for a picture of my electrical box which was snet to her then proceeded to tell me that I can hook up an external whole house generator and your site electrician was incorrect. Well Central ****** inspector came to my house and told me she is absolutely wrong. She did call me back to let me know she miss spoke. She is not trained to give this information but yet she is. If I had not went further and called Central ****** I would not have been informed properly. I definitely would not want any further work done from this company as you have put my family's safety at risk. 
  
  
  
  Regards,
  
  ***********************************

• Initial Complaint

  12/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  STAY AWAY FROM INFINITY SOLAR(ENERGEY) AT ALL COSTS. THE NIGHTMARE NEVER ENDS!! First, I want to say that my wife and I have been extremely patient with Infinity Solar and always work with all companies as much as possible. We do not take writing a review like this lightly at all but feel other people should know what we have gone through and are still going through to this day. I did a tremendous amount of research and thought Infinity Solar would be a good contractor for installation of our solar system. I went used the BBB, ****** Reviews, how long they had been in business and compared them to several other Solar companies. I must say it has been an absolute nightmare, I am not exaggerating, and want as many people to know that they are jeopardizing a huge investment by contracting with INFINITY SOLAR. The salesperson, xxxxx, was very helpful, and I was hoping the project would be completed in 60 to 90 days like he thought it could. The overall project cost was $71,021.60 which we paid in cash so this was a very large investment for us. The problems started almost immediately. We signed the contract on 3/28/22. They installed the system on 6/11/22 and when they left, we didnt have power to several areas of our home. They had to come back because they forgot to turn breakers back on. They installed a system from Enphase Energy called a IQ Microinverter which provides backup power during the day if you have a power loss. You choose which breaker to tie into this system, its not a whole house backup. Naturally we chose our refrigerator, Wifi, etc. We should have known things werent going to work out because they left after the install and my wife called me at work to tell the refrigerator was off. I called the salesperson and they had to come back because the left the breakers they tied in off. If we went on vacation or weekend, we would have come back to a refrigerator full of spoiled food. Almost immediately after the install we noticed several areas of our home turn off and then back on after a few seconds. We let them know this was happening immediately and they sent electricians numerous times, but they could not resolve the problem. Each time an electrician arrived they seemed confused and the problem was not reviewed by the company before they arrived. They looked at the connections, wiring, equipment, software, etc, etc. After numerous visits they told me it was a problem with the Enphase equipment, and they were working with them. I asked to speak with the head electrician, Im a Mechanical Engineer, to have the system put back to its original state but they said they would work with Emphase to resolve the problem. This kept happening for several months without resolution. After about 2 months the refrigerator compressor started making a grinding noise. A refrigerator compressor should not be turned on and off because its possible that liquid freon could work itself back into the compressor and destroy the components. Compressors compress gas not liquids. Late one night after a party we started to put food away and noticed the refrigerator was over 70 degrees. I turned it on and off and the compressor tried to start, and the display shut down. I tried to power it up again the display would come on for a few seconds, no compressor noise now, and then shut down again. Of course, we were very upset and xxxxx said she would send a repairman to fix the refrigerator several times. After 5 weeks of not having a refrigerator in the kitchen we purchased a new one. I asked for a reimbursement, and she said they would seek payment from Enphase. I explained that I purchased this system from Infinity Solar (Energy) and I should be reimbursed by them and they should seek payment from Enphase. I did not want to be in the middle of their dispute.I was told by them that numerous homes have had the same problem with the power going on and off. I am hoping this is not the same type of problem that this solar company had with their equipment supplier that had to declare bankruptcy because the equipment they purchased was faulty. I linked the article.THIS IS WHY PEOPLE NEED TO RESEARCH THE EQUIPMENT THE SOLAR COMPANY IS USING. I RESEARCH THE SOLAR PANELS BUT NOT THE OTHER COMPONENETS. THEREFORE, STAY AWAY FROM ENPHASE ENERGY EQUIPMENT!!! *********************************************************************************************************************************** I could go on and on with the problems we have had with them. They keep saying its an Enphase problem, but Infinity has also provided very poor service. For example, we asked numerous times when the system would be turned on after installation. We were losing money every day during the summer that it wasnt turned on. They kept saying they were waiting for the permit from the town. My wife personally called the **************** ** *********************** and they said they had the permit for over a month, but the contractor had not asked for it. We were besides ourselves. Finally, after waiting for new Enphase equipment and installation and numerous software upgrades that did not work, I demanded that they put the breakers back to the original design. They literally had my wife in tears because of the aggravation, amount of time we were spending trying to get this fixed, on top of the over $70,000 we spent. To top it all off I asked to speak to the owner Archilles Tsoulafis numerous times and he has yet to call me. What kind of company is this were the owner will not stand behind their service. I will be going to the Better Business Bureau, ** Solar Cooperative and seek others with similar problems with INFINITY Solar (ENERGEY) for a class action lawsuit. If you had similar problem with INFINITY SOLAR please contact me ************.Thank you.

  Business response

  01/09/2023

  Infinity Energy has been in contact with ******************** and is committed to resolving any outstanding issues. Upon conclusion of my internal investigation of this unfortunate experience, I will follow up here and, prior, will update our service representative at the BBB. Finally, I must point out that after over 250 customer reviews of ******************** that have been posted on ******* we are proud to say that we have an average rating of 4.9 out of 5. That said, we are fully committed to making sure that *********************** concerns are addressed and that no further inconveniences will be experienced by ******************* and his family.

  Sincerely,

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

  Infinity Energy

  Customer response

  01/10/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  Please, remove original complaint.   Infinity Solar was honest and forthright in their actions to resolve this matter and appreciate their professionalism
  
  Regards,
  
  *************************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new roof installation and solar panel installation with infinity energy in 2022. The new roof and panels were installed at the end of May and beginning on June 2022. The signed contract contains a 25 year warranty for the roof and solar panels. I first reported a roof leak (with a picture) on Sept 7th, 2022. An infinity employee came to look at it and said that the leak was coming from under a panel and that the panel would need to be removed to repair it.On Sept 26th, I emailed the company representative to ask when it would be repaired and I did not get a response. Nobody came to repair the leak so I emailed about it again on Nov 2nd. The representative replied "***** advised me nothing else needed to be done". Although I do not know how a leak would be fine when it had not been repaired, I said I would monitor it.I checked it again during rain on Nov 27th and the roof is still leaking in the same location - I sent another email with a picture on Nov 28th requesting repair. As of today Dec 7th I have not gotten a reply from Infinity. There is currently an active leak, first reported on Sept 7th, that has not been fixed despite repeated requests to have it repaired.

  Business response

  01/09/2023

  Infinity Energy is committed to resolving this issue. Upon conclusion of my internal investigation of this unfortunate experience, I will follow up here and, prior, will update our service representative at the BBB. Finally, I must point out that after over 250 customer reviews of ******************** that have been posted on ******* we are proud to say that we have an average rating of 4.9 out of 5. That said, we are fully committed to making sure that these concerns are addressed and that all necessary repairs will be handled.

  
  Sincerely,
  *******************
  Infinity Energy

• Initial Complaint

  05/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a solar system installed by Infinity Solar and after less than 2 weeks, 1/3 of the panels stopped functioning. I discovered the problem after about 5 days of the panels not working and contacted ****** at Infinity Solar first thing this morning. She told me that a technician would not be able to look at the system until Friday at 1:30 pm. This is a new system and should not have failed in the first 2 weeks. Each day these panels are not working I'm loosing money on my investment. Also, I was under the impression that Infinity Solar provided monitoring of the system, which they did not do. I was not told to monitor the system for failure, but happened to look at the arrays on the app and saw that 10 panels had failed. Due to this and other problems I do not recommend this company!

  Business response

  05/23/2022

  Good Morning ****,

  We deeply apologize about the issues you were having with the system.  We do guarantee production on your system so you are covered on any lost power.  Since this complaint our customer service team was able to send a technician to your house the next day and was able to resolve this issue.  Glad to see you back up and running!

  Thank you

  Customer response

  05/31/2022

  
  Complaint: 17182107
  
  I am rejecting this response because:
  
  This is a bit of white washing of what actually occurred.

  If the response had simply said that the issue was resolved on Wednesday, which is the case, I would have been satisfied.

  The technician who came on Monday was not able to solve the problem.

  On Tuesday I was again informed that no one would be able to come until Friday, so I posted a negative ****** review.

  After learning of the additional negative review the owner sent a team on Wednesday afternoon who resolved the problem.

  While I'm satisfied that the problem was solved by Wednesday, I shouldn't have had to escalate my negative reviews and Infinity Energy should have been honest about when the repair was made.

   

   

   

   

  
  Regards,
  
  *********************

*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. ↩