ComplaintsforAd Energy LLC

• Initial Complaint

  03/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My solar panels were installed a year ago by AD Energy. The process went smoothly, but after the actual installation my roof started to leak slowly. I have tried to contact AD Energy and to no avail. The phone number on their website is no longer inservice and they do not answer customer emails. This company just takes your money and do not have any continuity of service afterwards, even though they say they have a warranty for service rendered.

• Initial Complaint

  03/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I was referred to Ad-Energy through ******** to quote and install a solar system for my residence. I connected with Ad-Energy in July of 2023 and ultimately decided to move forward with their system and install in August. I paid a $1000 deposit on August 23, 2023 due at signing of the contract. I worked with Ad-Energy for the next 5 months and our local utility company for approval to move forward but due to mostly delays with the utility company, we were not able to install by the end of December 2023. I later found out that ******** was having issues and to my knowledge Ad-Energy laid off employees and have refocused their business for commercial purposes only. I have not received any direct communication from Ad-Energy about this change in business model, nor have I received any refund for work that has clearly stopped. I've attempted to contact Andy Wall, the CEO and counter signature to our contract for any information three times to no avail. No one is answering my attempts to contact them. I'm requesting a full refund of my $1000 deposit as it's clear that no work is being done nor any indication that they plan to honor their agreement.

• Initial Complaint

  03/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After the roof was installed, I found several areas that were left neglected including a large gaping hole left bare , with no shingles, I reached out and it was remedied after a 2.5 months (completely unacceptable). I had the new roof installed along with panels last May. I am getting new gutters installed and once again there are gaps with absolutely no drip edging installed on several areas. Signs of damage between the roof line and house. I have sent over photos of all the damage in the past, and with the roof not installed ot manafacturer standards how can my warranty(that I was charged extra for) be valid? Severe damage to several gutters, and landscaping bushes occured during installation that I was told happens on big projects at the time of installation, and now seeing all the damage done along the roof/siding transitions, roof/gutter transitions, gaps, no drip edging, makes me wonder what else was NOT done correctly. Ad energy denied any wrong doing several times when I told them there were major gaps last year, i sent photos and videos of the the negligent install (that were luckily caught on the security camera facing the home), and then they changed their tune and sent someone to fix it 2 months later, I asked several times for someone to come out and inspect the roof, and they told me it wasnt necessary. I still havent received my warranty certificate ( I was told it would be sent within the first year of install), I want the roof to be installed correctly, that includes being up to code and installed to manafacturer standards , and remediation to the damage done and then hidden on the roof/siding transitions.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I paid Ad Energy $31,000 in November, 2023 to install a solar system in my house. The system failed repeated township inspections and is still nonfunctional several months later. Ad Energy continues to ignore my requests to fix the noncompliance. If the issue is not corrected soon, I will sue for the full 31k.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Ad Energy started my project in December 2022. The project included a new roof and solar system. They sub-contracted the roof job to ARP, ARP then sub-contracted it out to another company. Before the roofing job, I told the sales manager about preserving the "Gutter Helmet" gutter guard during the roof job. He said those are ******************** and they know what to do with that. However, the roofers damaged the gutter guard and did a "temporary fix" by nailing the top of gutter guard onto the new shingles and applied another layer or shingles on top of that. Leaving a big gap in the structure which could cause leak. I told Ad Energy and they had ARP come and remove the top layer and the gutter guard entirely. Some bottom shingles were damaged in the process. I have asked Ad Energy to put the gutter guard back on at their cost. They agreed and had their own contractor came multiple times to assess the situation. The contractor finally deemed that the gutter guard he had purchased would not fit. The contractor proposed back to Ad Energy to pay me $800 so that I can find a qualified company to replace my gutter guard and also ************ that the electrician fell through in my garage ceiling during the installation. They have agreed but never paid anything.Then I asked multiple companies to provide me quotes on the cost to put the gutter guard on. I submitted to Ad asked for more compensation so that I can have another company get the work done. They stop responding. I have emailed many people in their company, including the **** *****************. I have called and left messages, but no one ever picked up the phone or responded. The only person I have heard back from is the sales mgr who told me about Ad Energy has some kind of issues. Both parties have saved emails, text messages and photos to support what I said above. This company is truly irresponsible. People using them today will risk losing a lot of time and money. Warranty on their job would also mean nothing.

• Initial Complaint

  11/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 7, 2023, I contact Ad Energy via email and phone call regarding a micro-invertor (MI) failing on my solar system that was installed by them. This was the fifth MI to fail within 13 months. After the second MI failed, I requested a full inspection of my solar system because I believed there was a serious problem with it. Each time I was told it is okay. As of today, I have not received a response back from Ad Energy after multiple emails and phone calls. This is unacceptable practices by a company.

  Business response

  01/03/2024

  We sincerely regret any frustration caused by the delay in receiving a return call. We understand the importance of addressing concerns promptly. In today's fast-paced environment, we recognize the expectations for efficient communication.

  
  If our services have not met your expectations, we encourage you to explore alternative Enphase installers who may better cater to your needs. It is crucial to clarify that the issue you are experiencing lies not with the installation itself but with a failure in the manufacturer's components. Currently we are short staffed and unable to satisfy your immediate needs.

  
  To address the specific concern with the system, we recommend reaching out directly to the manufacturer for assistance. They can provide guidance on potential replacements and may also suggest a qualified installer who can thoroughly test and ensure the functionality of your system to your satisfaction.

  
  We appreciate your understanding. If you require any further assistance or clarification, please do not hesitate to contact us.

  Customer response

  01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: this is an unacceptable response.  You are the company that installed the defective material and was paid in good faith to install in properly and service same when issues occur.  Due to your negligence, other solar installers will not address your incompetence.  Yes, I've already reached out to other Enphase installer to address your mistakes.  
  
  
  
  Regards,
  
  ******* ********

  Business response

  01/16/2024

  Thank you for your response. In order to insure our installation was completed properly, we have conducted a comprehensive review of the installation and the installation photos and found no identified errors or instances of negligence. The issue you are currently experiencing seems to stem from a manufacturing matter, which is covered under the manufacturer warranty. Please understand we did not make the equipment. It is important to note that this concern is not linked to any workmanship lapses.

  
  In the current labor market conditions, we regret to inform you that we do not have the capacity to retain on-site technicians. We recommend reaching out to an authorized Enphase dealer or contacting Enphase directly for a dealer recommendation. Alternatively, you may need to wait until our hiring freeze is lifted to avail our services for solar system maintenance.

  Customer response

  01/16/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  You are supposed to be an authorized installer/contractor for Enphase. The entire issue I have with you is your lack or response to multiple phone calls and emails. Not one was returned. That is the issue. Horrible customer service and failure to respond to issues in which your contracted to assist in fixing. 
  

  Don't worry, Ive contacted Enphase and filed a complaint with them about your no response and your initial unprofessional response to this BBB complaint. 
  
  
  Regards,
  
  ******* ********

• Initial Complaint

  12/19/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Solar panel installation & no valid response for sign-on bonus payment.It has been more than 4 weeks since I received my PTO for solar installation and system started. My contract says I should get $2500 sign-on bonus after PTO. I have followed-up 3 times already but I still do not have received my sign-on bonus. They are only saying we will follow-up with finance department but do not get back from there ever.

  Business response

  12/21/2022

  Our sign-on bonuses are typically paid 30 to 45 days after PTO. Yours is being processed and should be sent out soon. 

• Initial Complaint

  09/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When the roof and solar panel installation project started, I was told the most time taken is for township and pseg approvals. It has already been 2 weeks since we got all approvals and I do not have any timelines for installation yet. When I followed up today, I was told it would take another 2 weeks to install. It is minimum 4 weeks to install after all the approvals were secured. Feeling disappointed at this point given the lack of clarity since we started the project.Update on above -Installation was finally done 4 weeks after the all the approvals from township and pseg.I was asked to make the payment as they only need to schedule township inspection of installation. I made the payment within two days. Almost one week passed and when followed up on status of township inspection, after two follow up emails, I am informed that they made modifications to the original installation plan and need to seek reapproval from township on that. No timelines can be provided.At this point, I feel that Adenergy/sunpower has been a bad decision on my part as they are not transparent with the process, do not provide any proactive updates on the project, trick you in to making the payments, leave you at the mercy of township to approve.Adenergy is making the overall process lengthy as there are delays and not a thorough process from their end.

  Business response

  09/15/2022

  Daiveet,

  I want to address some of your concerns and also explain our normal procedure. Furthermore, I want to promise up front that we fully intend to finish your project as has been already communicated to you.
  Your township has up to 20 days to review plans once they are submitted. It is common for changes to be made and each time we submit plans to a township, it can take up to 20 days. We proactively provide updates to all of our customers when new information is available and when their projects move forward into the next stage. You have received several emails and calls regarding updates and stage changes to your project. Payments are only ever requested at predetermined points that are written into your contract; installation being one of them. At Ad Energy, each project is reviewed weekly to make sure forward progress is occurring and all open projects are moving towards completion. Your project specifically is moving forward at an average pace. As stated previously, your request to have us "finish the job" will occur when all permissions and approvals have been completed. You will be alerted when the job is completed and your system is ready to be turned on.

  Customer Care

  Customer response

  09/20/2022

  
  Complaint: 17900883
  
  I am rejecting this response because:
  
  I have asked multiple times what caused the change in installation plan from original design. This is the reason township needs to reapprove the installation "As Built". There have been no response from Ad Energy. 

  The money was taken post installation but when they reached out for the payment, even though Ad energy knew that township needs to redo the installation plan approval, Ad Energy intentionally hide that. 

  Unethical practice, unaccountability of their mistakes & lack of transparency (Hiding the information from customers). I still do not have ETA on completion of project as because AdEnergy deviated from original installation plan.
  
  Regards,
  
  ******************

  Business response

  09/21/2022

  Per the contract, there is a payment due at installation. The permit was approved by the township on 7/27/22 and picked up on 7/29/22. At installation our crew had to move two panels from the original design. In order to proceed with inspection approval, the township must be notified of this change by an "as built" drawing. Per DCA regulations, townships have 20 business days to review "as built" drawings. This change, which is common in solar installations, in no way impacts the viability of the installation. The only impact to the project is that the township now has to approve the change for your inspections to pass. Once the 'as built" is approved, your inspections will be scheduled at the soonest availability at the time. Once inspections are approved, the township has 10 business days to send the certificate of approval. Once that is received, we can apply for permission to operate with your utility. Your utility is currently working at a three week turnaround for approval. With that approval we can turn your system on and the project will be complete.
  
  With this, you can see that nothing was hidden, and no mistakes were made. We are following standard procedure and working diligently with your township to move your project forward. We appreciate your patience during this project.

  Customer response

  09/24/2022

  
  Complaint: 17900883
  
  I am rejecting this response because:
  
  Post installation, information was not shared me that township "as built" approval is required as Ad energy decided to change the installation during the installation time. This information was only shared with me after more than a week of installation also in response to multiple follow-up emails from my end as township inspection was not scheduled

  Reason for this decision of changing the installation from original design is still not share with me. This change in design is also post the thorough design approval from Ad energy engineers, PSEG & township's initial approvals. I have been requesting reason for the change in design & have sent multiple emails but is not shared with me yet. This decision has delayed the process by more than a month now (well over 20 days) & still no ETA is provided.

  All the timelines provided in your response is only shared as part of response to this complaint. If the company is transparent, they should be sharing this information while selling their product.

  Overall experience is lack of transparency, due diligence & liability from Ad Energy side. Pushing and accepting the full money before completion of process where even ETA can not be provided further shows the greediness of the company.

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

  Business response

  09/27/2022

  To avoid future exchanges, let me address your concerns and explain what is being done to finish your project:
  
  The reason for the design change was due to spacing issues that was discovered by our *******. Two panels moved from the top of roof two. One was changed from portrait to landscape, the other was moved to roof one.
  This adjustment did not significantly affect timelines. The township has up to 20 business days to review and approve an as built drawing.
  It is unfair for you to label us as greedy or unethical due to the design change and collecting payment. The design change was a necessary adjustment for your project to move to completion and if you wanted further clarification on that, we would have complied. One of the installment payments are due at installation which is reflected in your signed contract. Your system was installed and payment was collected. Unless there is something I'm missing, that is as straightforward a transaction can be. As you know, final payment is not due until your system is inspected and approved. This payment has not been collected and will not be until that inspection occurs.
  From here, your project needs inspections to be completed, your certificate of approval to be received, application for permission to operate with your utility, your utility to change your meter, and to receive permission to operate in writing from your utility. As you can see, there are still several steps in the process, all of which have variable completion times. As has been true, you will receive status updates via email as the project progresses
  I believe all of your concerns have now been addressed and it should be clear that we are diligently working to move your project to completion. That being said, we ask that you remove all negative reviews that have been posted on the internet that were a result of these concerns.
  Your project manager just sent you an update via email on Friday 9/23. If you'd like to review things in more detail, please reply to that email with what specifically you'd like to review and what day you are available between 4pm and 6pm.

• Initial Complaint

  02/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After the installation of panels, I started experiencing electric fluctuation. My lights were flickering and my appliances were constantly resets.

  Business response

  02/16/2022

  We are unhappy to hear you are frustrated. However, as we explained, the installation of solar does not involve anything below your main breaker in your electrical panel and therefore not be the cause of the items your are describing. As a courtesy we did come out to your home and review your main panel for any potential loose connections. While we were there, we were also hoping these things you are describing would happen, but they did not. In addition, you could not describe when or under what conditions the flickering and the resetting occurs. There are in fact many things that could be causing the issue, including utility fluctuations. We did offer to have the electrician to your home to further troubleshoot for you at a cost that is clearly outlined. However if it were in fact due to something involving our work or solar the installation, there would be no charge. If you decide to take us up on our offer, we would be happy to assist you.

  Customer response

  02/17/2022

  
  Complaint: 16771238
  
  I am rejecting this response because:
  
  
  I reject this response. You should send a technician to double check installation at NO COST. Before installation, Im sure they tested my panel. Was there and issue brought to my attention? NONE. 

  Am not against sending a technician to check their work. But why should I pay for it?

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

  Business response

  02/21/2022

  We do not test panels prior to installation. We are checking for compliance to current code and sizing. We already had a technician to your home. Have you contacted the utility to inquire about the potential for a connection issue from their transformer or the possibility that you have a deteriorating leg? I would consider sending a technician to repeat what we have already done after you have spoken to the utility or I can have an electrician to your home to confirm it is not from the solar but there will be no further troubleshooting. 

  Customer response

  02/26/2022

  
  Complaint: 16771238
  
  I am rejecting this response because:
  
  What would the electrician do if they are not to troubleshoot? Also, Im not accepting any resolution that I would need to pay extra cost. 
  
  Regards,
  
  ***********************

  Business response

  03/09/2022

  We have already been back to your home to inspect our solar installation. We do not find any issues with our installation that would cause your home's lights to flicker and for your appliances to reset. The problems you are describing will require an electrician to troubleshoot your home. We do have a licensed electrician, however there would be a cost for him to troubleshoot and determine why you are having problems. My previous offer was to send him out and if the issue is in fact solar related there would be no cost to you. If it is not, you would be responsible for the hourly rate and any materials needed to repair. The only other option would be for you to hire your own electrician. We would require that one of our team members be present while they troubleshoot your system. Again, if they find that the issue is solar related, we will pay them on your behalf. If it is not, you are free to pursue any repair needed with the electrician of your choice. I will have customer care reach out to coordinate either of these two options. 

  Customer response

  03/09/2022

  
  Complaint: 16771238
  
  I am rejecting this response because:
  
  If I hire my own electrician and we found out that the issue is caused by you, would you reimburse me for the cost?
  
  Regards,
  
  ***********************

  Business response

  03/20/2022

  Yes, you can hire your own electrician. We would require that one of our team members be present while they troubleshoot your system. If they find that the issue is solar related, we will pay them on your behalf. If it is not, you are free to pursue any repair needed with the electrician.

  Customer response

  03/21/2022

  [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.

  I will coordinate with you so we can align the schedule of our technicians to troubleshoot the issue.
  
  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. ↩