ComplaintsforDandelion Energy, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'm having an issue with a geothermal energy company that advertises all over my area which received subsidies to decommission my oil tank/furnace and convert my home to geothermal . This conversion started in 2022 and completed in Spring of 2023. During the winter of 2023-2024, a number of issues arose, both related to functionality and to operational cost. I have the proposal I was provided that induced my family to agree to this geothermal conversion. I also have comparisons of our electric bills for the winter prior to the system installation and this past winter with the system operating. The estimates provided were off by approximately 90% (not including my April bill which will push it higher but i am not yet in receipt of). I do not believe I am alone in this bait and switch. With regard to functionality, our lower level now functions at multiple different cold temperatures, and the bathroom, where Dandelion decommissioned the sole heat source (a baseboard) is so freezing, it cannot be used on cold days.

  Business response

  05/22/2024

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

  Good afternoon. We'd like to formally responding here and reference our current collaboration with you aimed at resolving some of the issues you've referenced. Thank you for your patronage and commitment to sustainability.

  -Dandelion Energy

   

   

   

   

   

• Initial Complaint

  02/27/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract with Dandelion Energy in May 2023 and got the work permit approved on October 10th, 2023. The company was supposed to start work shortly after but they were non-responsive and would not give us a date. They finally began drilling on January 24, 2024, more than 90 days after obtaining the permit, which is a breach of the contract. The drilling was supposed to take two to three days; instead, it took 11 days! They then stopped work and left our driveway full of mud, so that we cannot use it or use our front door. The company has been completely unresponsive as to when work will resume. It is impossible to get through to anyone. The work was supposed to take two weeks, from drilling to installation of the heating and cooling. It's been over four weeks since they started, and then stopped the work, and they have not given us a date to resume or any information as to why the project has stalled. Either they resume now or we will have to go to another company to finish the job. We have uploaded a photo of what our driveway looks like now.Sincerely,*******************************

  Business response

  02/27/2024

  We are working on this presently. Our Operations team has a quote from a subcontractor and we are hoping to have a schedule date by the end of the week. We appreciate the patience.

  Customer response

  02/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Not only have they not completed the work as they should, but also it has been impossible for us to get in touch with anyone at Dandelion to address our concerns regarding the buzzing and floor vibration that we feel and hear in the house.  This buzzing and floor vibration started shortly after they finished drilling, so they must be connected to the work they did.  We need one of their engineers to contact us to tell us what is going on and why the vibration and buzzing.  As long as they don't address all of our concerns, the complaint will remain.  

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Business response

  03/20/2024

  Hello - our COO will be reaching out shortly to work with **************** in regards to this complaint.

• Initial Complaint

  11/10/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  On August 11, 2023 we signed a contract with Dandelion Energy to install geothermal heating into our house. Part of that agreement required US to remove the current heating system, have new duct work installed remove our fencing, and upgrade electrical. The fence removal was not necessary and Dandelion's contractors acknowledged that and began the install. We had multiple electricians, INCLUDING DANDELION'S own contractors, tell us the electrical upgrade was not necessary to installing the system. We complied with Dandelion's requirement to remove the heating system and install new ductwork at an additional personal cost to us around $25,000. On top of that, we have already paid Dandelion $75,000. In late September, they completely stopped work on our geothermal system citing the electrical, which they recognize does not need updating for the main heating system install. They quit responding to phone calls and emails. We have no way of communicating with them at all. They have left us with NO HEAT and it is now November. My children are cold and I can not afford to spend even more money to stay at a hotel indefinitely. I just want Dandelion to finish the job! Please, my family will be frozen this winter!

  Business response

  12/05/2023

  Our team worked with the Plomin family to address their concerns about their home heating. We worked to ensure that an installation team would arrive ASAP - in order to expedite the process, we assigned a second installation crew to ensure that the job would be completed as quickly as possible, and to make sure the home had heating as the weather continued to chill. Once the ******** electric panel upgrade was completed, the Dandelion team came to install the project, and set up calls with them to set expectations with regards to timelines. Since then, we have installed the heat pump, and are working through Dandelion's post-install steps to ensure that the system is functioning as expected.

  Customer response

  12/05/2023

  Better Business Bureau:
  
  AFTER I filed complaints with 3 different governing entities, Dandelion did finally return our calls and arrange to actually do what we paid them to do. Its unfortunate that I had to go to such lengths after they ripped our house apart to get them to even pick up the phone. I would not recommend this company.

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  

  
  

• Initial Complaint

  11/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 20, 2022, I paid Dandelion Energy $500 to survey my home to determine the viability of installing a geothermal system. I paid this based on assurances from Dandelion Senior Energy Consultant ************************* that the fee would go toward installation if my home were deemed eligible. After the survey was conducted, **** shared that my home was eligible for a mini-split approach (during a call on May 13th), and he promised to consult his engineers and get back to me on a few questions that we had discussed about ******** as an alternative to mini-splits. **** never got back to me. Instead, on July 5th, I received an automated email that my home was ineligible. I have made attempts to reach **** and the Dandelion Billing team to discuss this issue, and have not received responses from any parties at Dandelion. I believe Dandelion has not acted in good faith on this matter, and request that they return the $500.

  Business response

  11/16/2022

  Dear ***************

   

  Apologies for the delayed response.  We apologize that things did not work out and we were not able to install a Dandelion system in your home.  We will be issuing a refund for the survey you had done for $500.

   

  Thank you for your patience

  The Dandelion Team

  Customer response

  11/17/2022

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Dandelion did their project in many stages. I have 2 complaints about the final 2 stages, but the last stage is still in discussion, so will mention it, but that is not where the focus is.Problem 1 came in the trenching stage. They decided to drive over my walkway to my front door with the excavator in 2 different locations. 1 was 100% avoidable and not near where they were driving. The other one they claim wasn't avoidable due to the path. I can easily provide photos of a second path which would have avoided the walk way completely and would have been much easier to complete their job. I have consulted with a subcontractor who uses excavation machines on a regular basis who also assessed the issue and agrees that the walk way was 100% avoidable. I can easily provide photos and measurements if that will help. I got a very reasonable quote to have the walkway fixed for $1250. Dandelion asked me to provide the quote. It took over a month of me asking for a response. Finally my last statement was I owe you final payment and ready to pay, but need an answer to my walk way. They only wrote back saying "I believe we have spoken over the phone about this before and went over all of the reasons why, but I just want to reiterate that Dandelion is not reimbursing for any portion of the damaged sidewalk."She did speak to me over 6 weeks ago that in their contract they can break things and aren't responsible, but this is when it is in the way of their work. This was avoidable and I was not asked to move anything. After that I was told to get an estimate and then I got the response above.Now they are on final stage and saying everything is complete. When I turn on Heat, my AC goes on. They are saying it isn't their fault. Still working to get this resolved, but not going well. Holding final payment until they complete, but worried they will try to force pay even though job is incomplete and refuse to take responsibility for unreasonable damages.

  Business response

  10/10/2022

  Hello *****************  As we have discussed, we have since agreed to split the cost of the walkway that was damaged in trenching.  
  
  
  As for the AC/heat issue, we came out and looked at it and we made a temporary change to his zone board (unhooked his aux heat) free of charge where typically we would have billed for this as the zoning was Not in Contract (NIC).  This zoning still needs to be resolved with his ducting sub-contractor and is not related to any work done by Dandelion.

   

  Thank you

   

   

   

   

• Initial Complaint

  08/16/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contracted them to instal geothermal system, they did specifications for duct work and duct work was made to that specifications. After instal system Sounds like a Jet engine in master bedroom. Per 4 different duct contractors system would never operate properly on system designed, one of which was there own duct sub, also had 2 separate geothermal companies state that dandelion did not size properly and has caused issues. Dandelion also damaged duct work while installing their unit. After 8 months where they wouldnt return phone calls now just keep sending me bills and wont respond to my request to talk, even appears to have blocked my email and just sends requests to my wife. Wow. The last request I made was that they would need to find someone who can make them what they wanted to run the system properly, was told they have to high of a bar of quality that duct installers cant meet. Copy of dandelions bar of work is attached showing installation of unit on cardboard and lath strips torn out of my attic. I cannot even change the air filter because of where they put this unit, theyve walked away and still expect me to give final payment after receiving tens of thousands fi dollars, asking me to even sign false statements to the building department regarding permits etc. the issues go on and on.

  Business response

  08/29/2022

  To Better Business Bureau,

  
  Thank you for alerting us of the concerns that *** *********************** has with his Dandelion Geothermal System.  We take all complaints seriously and do everything we can to resolve any concerns with all our customers.  To date, we have installed close to ***** geothermal systems in ******** and *********** homes and have countless positive reviews from satisfied customers.
  *** ******* geothermal system has been installed and operational since August 2021.  It contains 2 heat pumps, one in the basement and one in an upstairs mechanical room. **************** has described a high noise level associated with his upstairs system. We have diagnosed and communicated to **************** that the root cause of the noise is not the Dandelion system, but the incorrect ductwork installed.
  

  When the Barbers signed their Dandelion contract, it included a homeowner obligation to have an independent subcontractor install the ductwork required for the system.  On May 7, 2021, Dandelion provided the Barbers with a detailed Building Analysis referred to as a Manual J and D, documenting detailed specifications of the ductwork required.  These calculations meet industry guidelines and are easily understood by ducting professionals. Prior to the installation of the Dandelion heat pumps, **************** had the ductwork installed by a subcontractor of his choice.
  Unfortunately, his contractor did not install the ductwork to our specifications.  Instead, the contractor put in undersized ductwork that was not compatible with the heat pump specified by Dandelion.  This undersized ductwork causes the loud noise and makes the heat pump work harder than intended given the mismatch in system power to duct capacity.  Based on our engineering teams assessment, the upstairs noise issue would be resolved if **************** has his ductwork re-sized to our original specifications. **************** has told us that the sub-contractor he used has not returned a call since they installed the ductwork.

  
  We have serviced the system throughout these issues in good faith.  Our Dandelion technicians have been out to his home on 3 separate occasions to replace parts that failed due to the undersized ducts, and even moved the installed heat pump at his request, after final sign-off had been provided - all at no additional charge.

  
  **************** has accused us of oversizing the system. We stand behind our engineering specifications.  We have asked him numerous times to provide the heat load (Manual-J) calculations that would demonstrate that a smaller heat pump was appropriate for his house.  He has not provided these calculations with Dandelion.

  
  As for the image that he has shared, this is not an accurate current picture as the heat pump now hangs professionally suspended from the ceiling (by Dandelion, also at no additional cost.)

  
  With regard to the accusations of Dandelion asking him to sign fraudulent documents - these are baseless claims as we would never ask any customer to do that.  He was asked to sign standard contract change orders that ensured he understood changes we were making.
  

  As of today, August 29, 2022, *** ******* Dandelion geothermal system works properly (both heat pumps).  The basement heat pump is operating as expected and **************** has not voiced concerns about that system.  The complaint filing of the filter access is new and has never been raised to anyone at Dandelion as a concern.

  
  We have done everything we can to accommodate *** ******* concerns and have provided him with a clear solution to his noise complaint.  
  

  Thank you.
  

  
  

  Business response

  09/19/2022

  Hello

   

  At this time, we have no further comments about ******************** project and we stand by our original submission.  Thank you.

   

  The Dandelion Energy team

  Customer response

  09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

   

  Dandelions response is not a response, I have provided and researched over half a dozen professionals all contradicting dandelions assertions (one is the manufacturer of their equipment, two are even their own employees and sub contractors), I have also included dandelions own correspondence contradicting there own claims to the better business bureau.  Im not sure what or where else to go as I have sought repeated outside information including dandelions own personal who have spoken out against them and am confused by the response that dandelion stands behind dandelion with no further comments or information how is this good business or following any guidelines including the contract they agreed? Maybe it relates to the comments I have also been provided by one dandelion employee, they will only honor portions of the contract advantageous to them. 

   

  They are not honoring the contract, they have damaged my property, provided a contract requiring impossible work, have not even performed the install to proper standards, requested I lie and submit false information to government agencies, stated a lot of proven false accusations, and have declared they will follow whatever facts they want and just steam roll anyone who says otherwise, exactly what one of there contractors said I should be afraid of.

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

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

  
  "It's kind of fun to do the impossible"

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

*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. ↩