ComplaintsforVitl Power, LLC

• Initial Complaint

  07/30/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  **** has had poor communication and has not provided a $4000 cash back that was part of agreement when we signed loan docs. We have emails and text messages to show that $4000 was an agreed upon. Additionally in our contract it stated our solar project to be finished in February but it was not completed until late July.

  Business response

  07/31/2024

  ******,

  I would like to apologizing for your experience and lack of communication with our rep.  Just want to let you know that I have already reached out to the rep and his regional manager about your complaint.  I can reassure you that you will be paid what was promised.  ***** will be reaching out to you today.  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On February 10th, a Saturday, A representative of this company came to our house and talked about providing solar service through freedom forever. He he stated that if we were ****** members and that we signed that day, we would get six month service free. We received a bill from freedom forever for ************ which was the first month of service and we did not receive the six months free.

  Business response

  07/01/2024

  We are sorry for your experience here.  I have spoke with **** and told me that he has handled this and got you paid.  Please let us know if there is anything else you need.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  RUN!! This company is a complete scam!!! Specifically sells Rep *************************** and his supervisor ***********. They spend more time on social media boosting about commissions than actually working or taking care of customers. Theyre all lies and empty promises!!! Theyll promise anything to close a sale. For us it was a EV charger. The second the install was done they completely ghosted us. Weve been chasing a simple EV charger and trying to hold them to their promises for months. A pile of unanswered calls and texts! After weeks of no contact I received a text to set a phone appointment and the rep **** never called at the scheduled call time promised. Several weeks later and still no contact or resolution! Just to find out they dont even have a real ************************************************************ that are blocking/avoiding all contact.

  Business response

  06/07/2024

  We have been in communication with this homeowner,  we are following through with the promises made.   Unfortunately freedom has been slower then we and the customer would like.  This is being escalated again.  We sincerely apologize for any inconvenience this has caused.  

  Customer response

  06/10/2024

   
  Complaint: 21691206
  
  I am rejecting this response because:

  So far all Ive received are a lot more empty promises and a huge run around. Its taken another full month of ME following up, NOT Vitl, to has move the project froward to Ben **** steps. Absolutely no work is being done unless Im calling and riding them. Still no EV charger. The disregard for their customers once contracts are signed is absolutely disgusting! 
  
  Sincerely,
  
  *************************

  Business response

  06/18/2024

  We are sorry for these delays, these delays are Freedom and not VITL we are doing everything on our end to ensure this is being completed.  We sincerely apologize for any inconvenience this has caused.  

  Customer response

  06/18/2024

   
  Complaint: 21691206
  
  I am rejecting this response because:

  Vitl Power is and has been 95% of the issue since the get go and continually fails to be accountable for their mishandling of business!! As theyve clearly shown in their response in trying to blame ******* Forever. They continue to ignore their customer and drag their feet through every communication and step in the process! Had Vitl delivered on their original promises and install/sale of the product Freedom Forever wouldnt be involved in mopping up their mess. Its Vitl, their sales people (all the way up to top management and *********************) and misleading process that has gotten us here NOT Freedom Forever!!! You shouldnt be in business if you cant simply be accountable!
  
  Sincerely,
  
  *************************

  Business response

  06/25/2024

  We sincerely apologize for everything that has happened.  We have tried our very best to communicate and make sure that you have received everything you were promised.  We have made mistakes and take full responsibility for those.  If there is anything else we can do to remedy this experience please let us know.  We hope the best for you. 

  Customer response

  06/26/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  VITL is a HORRIBLE ********************** It only takes a **uple hours of **nversation for them to lock you into a loan **ntract that is valid for 25yrs and zooms past all the important info as you sign it. ***** on us, turns out our long **nversation of a 15kWh system, is not what ended up on the loan **ntract that we signed. Now we have a **** kWh system and have not had a $0 bill in 6 months (we never will). This solar ** LIES to you, so much for $0 down & solar eliminating your electric bill. DO NOT trust VITL. We started **mplaining 3 months after turnon that the system was not producing as we thought it would, and found out (through Freedom Forever) that it was actually a **** system, and they didn't even have documentation of a 15 system, which was our entire **nvo with the sales rep.It's now been 6 months since turnon, VITL cannot provide the original proposal from the system currently on my house and has taken over 30days to **me back with any solution at all. The last 60 days they have not provided nothing in writing to support their verbal claims. Thankfully I am doing my own research this go-around, because the additional $22K bid (that I have to get a se**nd loan for Solely because they messed up their calculation of our usage) didn't even include the main house panel upgrade. This is a required upgrade that any **nsumer would assume the install ** knows about and **nsiders when creating a proposal. I regret ever letting this ** into my house, they CLEARLY don't care about anything but the sale. I have requested a different sales rep a million times and am still being forced to work with the same uneducated and unresponsive sales rep that created our issue. I have been in **ntact with the ** of Sales (*******) multiple times as well. He is just as bad. No one ever answers calls, everyone is always out of town or on vacation. The one time I got ahold of *******, he passed the phone call off to the sales rep without listening to a single **mplaint.

  Business response

  07/20/2023

  The ****** familys sales representative ******* signed them up for an add on system today 7/19 to cover the difference between the first system and the bills they are still getting from APS
  
  the new system is a **** prelim design, should stay close to this post survey. Once installed it will change their total solar system size from **** to around an 18 - 18.5kW system. They initially were wanting a 15 so this will be able to give them slightly extra than they originally wanted added  

  Customer response

  07/20/2023

  
  Complaint: 20173918
  
  I am rejecting this response because:

  #1 VITL made miscalculations that are effecting my bills/life and seems to not care about getting things corrected. The ********** ****** received my complaint directly and chose not to follow-up with me for three weeks (when I reached back out) after his original response. No company should be treating it's customers like this. I want this complaint to be taken seriously so that other future customers do not fall into this same scam/lie/trap. 

  #2 The system size was not the only lie. We were also told that **** would "help" by refunding some of the remaining APS bills that we are paying in addition to this Solar Lie/Loan (due to their miscalculation). Which has not happened. We are still having a $100+ bill a month ($175 July).

  #3 VITL is acting like all is fixed already. Even though it took them over a month to respond to this complaint and nothing is officially resolved. This second loan (IFF approved), only solves some of our problems. First, our financial/credit situation is different than it was when we were originally approved. Meaning we may not be approved, VITL cannot tell me how this correction (add-on system) will continue if I do not qualify for the second loan. Secondly, if all works out, we will now forever have two monthly power bills (VITL claims they will help eliminate your electric bill, not double it!). Third, these two separate loans cost more than if the company would have originally calculated correct and installed a **** kwh from the beginning. Why do I have to pay for their error/miscalculation?? Lastly, VITL is claiming to be helping by selling this add-on system at cost but the quote that I got from Freedom Forever Solar (panels that VITL sells) directly gave me a better price?? 

   

  This company is full of lies and people that do not care. I would rather resolve this by voiding the lie/loan than purchasing any additional lies from this company.

  
  Sincerely,
  
  ****** Family

  Business response

  08/17/2023

  VITL leadership is in communication with this customer to insure she is being taken care of.  We are doing everything possible to make sure this customer is taken care of.  We are even taking a loss on this project.  

• Initial Complaint

  09/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  June 8 or there abouts spoke with Solar - came to the door - set up an appointment - went through all the info Agreed - stated this should be done and started in in July - maybe toward the end . Drawings done - Company sent to the HOA - they rejected stated I needed to send them - Did so on June something - they were rejected needed new drawing- the panels need to be on the back of the house. Plans redone submitted on July 14th - sent the approval over to Connor H******* , andDavid T******* - July 14th - waiting for the permits to be approved - on JUNE 22 There was a UCC Filing against my property for the solar panels and my Electric bill was charged a one time solar fee $100.00 - August 17th asking for any updates - ....Waiting on the county permits.... they can take time... on August 18, I get an email from David stating they are still waiting on the approval from the HOA?? I resent again. the approval stating these were sent on July 14th - Confirmed from David - Received- Nothing had ever been sent to the Permits until AUGUST 30th 2022. I stated to Solar - they have until 9/16 to get these plans approved. I have heard nothing since. Sent an email on 9/11 permits are still pending- AND Between 9/16-9/18 I have a lien of $11,507.00 - I have nothing! Permits are still pending - I have a loan and no solar panels. I called Solar Mosiac ###-###-#### I have a case Number ********.. They have NEVER heard this done before. My credit is dinged!!

  Business response

  10/02/2022

  Hello,

  He said Thank you for the notification, I will bring this to my sales departments attention and get back to you Monday.

   

  Thank you!

   

  Brittany E****

  Executive Assistant

  VITL Power

  Customer response

  10/21/2022

  
  Complaint: ********
  
  I am rejecting this response because:'
  They clearly know that it was cancelled I have the email from 9/30 - Freedom are the ones that have to tell Solar Mosiac it is cancelled.... The loan is still showing on my Experian Credit report $11,507.00 opened June 27,2022  as a home improvement loan and Transunion .   Equifax has removed it - I need it removed from all the credit bureaus.  

  It is a he said she said - I got this when I spoke to Freedom and to Solar Mosiac..   I have attached the email from 9/30 that Freedom sent to Solar Mosiac to cancel it 

  
  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. ↩