ComplaintsforFluent Solar, LLC

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fluent Solar installed my solar panels in 2020. Communication was always an issue with them even during that time. Now in 2024 after a hailstorm I need my roof replaced and therefore need the solar panels removed and then reinstalled. Fluent solar says that it will void my warranty if any other company does the work so i need to use them. However, they literally will not answer the phone or call me back! Its very frustrating. I call, always get the "all operators are currently assisting other customers" message, then eventually it transfers me and I get a random "beep" to leave a voicemail but no message as to whose mailbox this is. I leave message after message and nobody has ever called me back. There are 2 options when first calling: press one for customer service and press 2 for warranty service. When i press #2 it says "this users mailbox is not available" and the call drops. When I press one I go through the issue listed above. They are going to be compensated fully for this work so i don't understand why its so hard to get in touch with them. My entire roofing project is on hold due to this.

• Initial Complaint

  06/25/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  I entered a contract with fluent solar for installation of solar panels on my home on February 12, 2024. However, ultimately I decided that I did not want the service and moved to cancel the contract. Pursuant to the contract I submitted a cancellation request and should receive no penalty as a result. The reasons for cancelling the contract are: there was additional cost of $4489.69 to upgrade my electrical panel that was not supposed to happen(Talor, the fluent solar representant assured me there will be no additional cost after the contract is signed) and Fluent cancelled my pre-retrofit energy evaluation with Energy Werx Canada on March 11 with noticing me(I lost around $1400 in wage waiting for the technician). So, for the lost time, wage and additional cost, I decided to cancel the contract. Even if I was assured there would be no cancellion fee, I was sent a $1500 invoice to cancel the contract, which I paid in full May 17, 2024 After calling, emailing and texting customer support multiple times I was assured that my contract was in the process of cancellation and that it would be completed soon. However, two months later there has been no confirmation of cancellation and the payments to fluent solar from the finance company has been processed for a service I was clear I wanted to be cancelled($832.33 was taken in my account so far). I should not have to pay for a service I am not using and fluent needs to cancel the loan and my contract with them as soon as possible. I talked to the loan company customer support and was informed that it may only be cancelled by fluent solar. I also received an emal from the finance company(Financeit) recently saying that my loan is expiring on August 12, 2024 and I am responsible to repay the loan of $28 623.92 in full! The lack of follow-through in cancellation and the inconsistency in what I am told and what actually occurs is frustrating.

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased in May of 2023 delays and various issues caused a delay in installation finally fully operational in December of 2023. The contractor they hired to add the insulation to the home would not do the job without further additions so it was cancelled and they were to refund me. End of December 2023 I requested the refund and they stated they would look into it by the end of Jan. 2024 they confirmed it was not done and needed to confirm things with the company that was hired. Mid Feb 2024 they confirmed I was to be given a refund and it would take a few weeks. Late March 2024 same, Mid April same, Late April same, 3 times in May the same. It was being expedited but still no refund, Early June still nothing no manager of anything just more excuses of delays. As of this time not one return call from them despite emailing and texting them for a response. In all my conversation never did I talk to the same young lady or man when I called in and many times my call was never answered and sent to voice mail never to be called back.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Fluent Solar has taken homeowners money for repairs and caused liens to be put on their homes by not paying out contractors. They have zero communication or remorse for their customers

• Initial Complaint

  06/10/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Cancelled the solar panel set up with Fluent in April, 2024. Cancellation fee of $1500.00 was paid on April 9,2024. As of todays date June 10, 2024 we are still paying for a loan with Financeit that Fluent Solar was to have terminated. I have called numerous times regarding this issue. I have spoken with Gage on more than one occasion and also Cameron. They have advised me that due to personnel leaving etc that they are behind in the processing of the cancellation with Financeit and would send this as an urgent matter to the cancellation department. Seeing as how Fluent has accepted the cancellation fee back in April I believe that this issue should definitely not be taking this amount of time.

• Initial Complaint

  06/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I signed up for solar with Fluent. Rec’d a letter stating that they could not provide the agreed financing, asking me to sign for financing with another company. I became leery of this & said I was not interested in doing this. I was in rehab after hip replacement in Dec. 2022 when I rec’d a letter asking me if I would reconsider & I again declined & said I was no longer interested. I thought that the matter was settled. May 2024 I rec’d a call from a creditor attempting to collect $1500 for fluent solar.

• Initial Complaint

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  i was sold a solar unit and told i would not have an electric bill but the unit doesn’t even produce half of what it is supposed to. i have made numerous calls and sent emails but they just keep giving me the run around. they say they are opening a claim then close it with no resolution. they also added additional fees once they started work to stabilize my roof. another contractor told me there was no work done and sent them picture. they sent someone out to look at it and that person said i told them that it couldn’t be done. they never refunded me for that which was 2000$ and now my roof is bowing in from the weight of the panels. finally i was told they would send someone out to trim the tree that’s shading the panels but no one ever came.

• Initial Complaint

  06/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Fluent Solar promised monthly reimbursement payments for the first 18 months. They currently owe me for 5 months = $570. Their customer service has no answers or solutions, and refuses to let me talk to anyone beyond the call center worker. This has been an on going issue for a year.

  Business response

  06/14/2024

  Complaint ID#: ********
  
  Hello,
  
  Fluent is in receipt of the attached complaint and thanks your organization for the opportunity to respond.
  
  Complainant notes that he is owed 5 months of reimbursements that were part of a promotion by Fluent to pay the first 18 months of his solar loan payments.

  We sincerely apologize for the inconveniences this customer has experienced. Complainant is receiving a special limited time offer wherein Fluent agreed to reimburse him his first 18 months of solar loan payments. We encountered an issue within our ********************* and are still working through that issue. Additionally, Fluent was hit with a malware/ransomware attack on April 2, 2024. This attack further complicated issues. Customer information was not affected; however, systems and processes were. We appreciate complainants patience while we get these issues sorted. 

  Thank you for your anticipated review of this matter.

  Very Truly Yours,

  Fluent Solar

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Fluent Solar agreed to complete installation of Solar Panel for 2.27KW including all material, labour, approvals, bank charges & interest, insurance, warrantees etc for $24,278.65 Fluent installed only 2.265KW and collected a total of $24,492.59 Chronology of Payments: 15-Jan-24 Fluent Solar / Financeit $38.96 *******' Tangerine A/C 12-Dec-23 Fluent Solar / Financeit $39.11 *******' Tangerine A/C 14-Nov-23 Fluent Solar / Financeit $39.27 *******' Tangerine A/C 12-Oct-23 Fluent Solar / Financeit $39.43 *******' Tangerine A/C 30-Apr-24 Fluent Solar / Financeit $24,317.26 *******' RBC A/C 11-May-24 Fluent Solar / Financeit $18.56 Total Paid to Fluent Solar / Financeit (A) $24,492.59 Agreed with Fluent Solar for 2.27KW (B) $24,278.65 (Actual 5.265 vrs 5.27 KW) Amount for actual Installed 2.265KW (C) $24,255.62 (As per Fluent report and CanadaGreener homes remarks) Amount to be credited to *******: ((A)-(C)) $236.97

  Business response

  06/10/2024

  Complaint ID#: ********
  
  Hello,
  
  Fluent is in receipt of the attached complaint and thanks your organization for the opportunity to respond.
  
  Complainant claims he is owed a $236.97 refund because he states that he was charged for a 2.27 kW system, but a 2.265 kW system was installed.
  
  We would like to express our sincere apologies for the inconveniences he has experienced.
  
  After review of complainant’s account, we find that his Purchase Agreement provided a 5.27 kW system, see attached. Canada Greener Homes Loan approved $24,278.65, see attached. The more accurate system size that was installed was 5.265 kW. Fluent rounds up its system sizes on its Purchase Agreements. Complainant has received what he contracted for, and no refund is warranted.  
  
  Thank you for your anticipated review of this matter.
  
  Very Truly Yours,
  
  Fluent Solar

  Customer response

  06/11/2024

  Complaint: ********
  
  I am rejecting this response because:
  The agreement to install 5.27KW of panels for $24,278.65 was including all charges (inspections, bank charges, inerest, installation, warrantees etc)
  The over charge is for the 2 reasons appended:
  1. Fluent Solar agreement was to install 5.27KW (Appendix 1). The installed is 5.265KW (Appendix 2) which is lesser. Canada government too consider this as less and reduced the initial accepted loan amount to adjust for the lesser installed capacity (Appendix 4). Fluent being the specialist and expert had to be transparent in revealing in the initial stage they would install only 5.265KW.
  2. Fluent Solar's representative (Blaine S**********) informed all bank charges including charges, interest etc were included in the cost stated in the agreement and the total cost would be reconciled at the end. But Fluent collected a total of $24,492.59 through Financeit (Appendix 3) at various stages and did not reconcile till date.
  The claimed amount of $236.97 (Appendix 6) do not include the hardship I had to go through due to the roof leaks which showed up after the installation, my time, effort, stress etcetera due to leak, over payment, the system not completed in time and defects after installations, excessive follow-ups without response (one example is Appendix 5) etcetera. All of these have evidences to exhibit if required.
  
  Please let me know if you have any questions or need more details.
  
  Sincerely,
  
  ******* *********

  
  Attachments:
  Appendix 1- Agreement with Fluent Solar for 5.27KW for $24,278.65
  Appendix 2- Installed 5.265KW
  Appendix 3- Payment to Fluent’s agent Financiet for $24,492.59
  Appendix 4- Greener Homes reduction for lesser capacity
  Appendix 5- 5th follow-up with Fluent
  Appendix 6- Summary for accounts 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  In October of 2023 our ceiling in our home feel down because of faulty installation of our solar panels led to our roof leaking. The company has accepted responsibility for the faulty installation, but we can not get the company to complete the repairs. Our roof is still leaking and the damages have not be fixed. Several attempts to getting a solution or update to the repairs go unanswered.

  Business response

  06/10/2024

  Complaint ID#: ********
  
  Hello,
  
  Fluent is in receipt of the attached complaint and thanks your organization for the opportunity to respond.
  
  Complainant claims that her roof is leaking due to faulty installation from Fluent of her solar system. Further, she claims that Fluent has not repaired the damage that was caused. She requests to have her roof replaced and her kitchen ceiling and flooring repaired.
  
  We would like to express our sincere apologies for the inconveniences he has experienced.
  
  After review of complainant’s account, we find that her roof was repaired on February 12, 2024. The Repair Report is too large to add as an attachment to this site; however, it can be emailed if requested (14.3MB). The information Fluent received from the company who conducted the estimates for repairs noted that the flooring damage in her kitchen was unrelated to the roof leak. Also, signs of the roof leaking in the attic appeared to be coming from areas other than the solar panels.
  

  Thank you for your anticipated review of this matter.

  Very Truly Yours,
  
  Fluent Solar

  Customer response

  06/14/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  The last attempt to repair the our roof was done on 1/13/2024, We have had no further contact from Fluent since this date. At this time our roof still leaks. All attempts to patch the roof have been unsuccessful. We were told that the solar panels would been to be taken off, and the roof replaced and reinforced to accommodate the solar panels. This has not been done.

  We had no issues with our roof until the solar panels where installed. When we reported the leaking roof and damage we where told that the roof did not get proper reinforcements as it should have been and the solar panel were not properly installed on our roof.

  Even if Fluent shows that they have record of repair done, we still have had not call on follow up work on the damaged to our ceiling and kitchen, when I call the help desk they tell me that the warranty department has quotes for the repair work and will reach out to me via email, which I have never received. Still no calls or anyone reaching out to falcate completion of repairs.

  I would like to see the files that they could not attached with their original response, as stated before our roof still leaks, so the repairs could not have been performed as stated.

  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. ↩