ComplaintsforLifetime Energy, LLC

• Initial Complaint

  07/11/2024

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Lifetime Energy sold me a solar system for our home in Grand Junction Co. Nov. of 2022. The system was not installed per the permit application that was submitted to Mesa County for approval. We have had two failed inspections and now the permit is expired. As of 7/11/2024 our system is still not up and running. The Finance company has paid Lifetime and wants me to make payments on something that is not working. I keep getting promises with no results.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Solar panels installed poorly in November 2022. Since then, ongoing issues with roof leaking, them coming out several times “fixing” the issue yet my roof continues to leak. Several things they said when sold system has not been accurate such as how much impact it has on my bill, then suggesting that it is because of a tree that has been there for 70 years. They have stopped responding to me. I have damage in my ceiling from the leaks. They did send a roofer out who stated that it was due to an ice dam that had built up due to the minimal slant of my roof. I don’t think that it was even appropriate to put the panels on if it’s going to cause damage. I want them to come out and repair my roof and either take off the panels or install them properly. I want them to refund me for lack of proper planning or install additional panels without cost to me to have the production line up with what I was sold. I want them to fix my ceiling from the water damage. Overall - a terrible experience that I feel was not only a huge waste of money, but that caused significant damage to my home.

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had solar panels installed by Lifetime Energy around December of 2022. Work still needed to be done with them and was completed around February of 2023. It is September and the panels are still not on. We have tried to call and have left numerous voicemails but the company seems to REFUSE to give us a call back. Not only have we been paying the monthly installment but have also had to pay for electricity. We NEVER expected this level of unprofessionalism. This company WILL NOT answer their phone calls and now we have been left in complete limbo. It is absolutely disgusting that a company is able to scam hard working people like this with their false promises. I want this fixed ASAP

  Business response

  09/28/2023

  We have reached out to this customer and are resolving the issue as well as others that are in need of help.

• Initial Complaint

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In May of 2023 we were sold a Solar Energy System by a company called Lifetime Energy. The system was partially installed within 2weeks. I was informed that a certain part was on back order with the manufacturer. It is now August 28th 2023 and the system still is not operational. We have received no updates on the situation; all contact with the installers (representing the *** has been initiated only by me. Nothing from the company towards us. I now find out that the company has been paid by the financed loan provider; but has not paid the installers. The installers are trying to get ahold of the company owner to get paid; and I am trying to get my Solar system completed, inspected, and functional! The finance co. Is wanting their money; naturally Im reluctant to pay because I feel that I have possibly been scammed! I need a resolution to this situation as quickly as possible. The only reason I have waited this long is because delays are common after Covid; and up until now, the installers were reassuring about getting the part. Now since no communication has ever come from the company, I feel cheated; and I feel for the installers since they need their money.

  Business response

  08/31/2023

  Dear ******,

  We appreciate you reaching out and are sorry that it has taken so long to respond to you.  We are planning on coming back out to finish up the system as soon as we can.  You can expect a call within the next week from the number ************ setting up a date and time for us to return and finish up the system.

  Without trying to make excuses I do want to explain why we have taken so long in getting out to you and others in your situation.  The ownership of Lifetime Energy LLP was different in ******** than it is here in **** - it is a completely different entity ***** the owner of this **** branch had partial ownership in ******** with the expectation that the other owners in ******** would take care of customers all the way until the end.  **************** was terminated at the end of May once ***** realized that not just yourself but many people were in this situation and has since been trying to make it right with people with our resources from this branch.  ***** had been lied to about the progress of systems by the other owners until he found out through an email from our main financing company that a number of systems were also having this issue.  He wants to make sure you are taken care of; that is why he hired me to reach out to everyone to fix this mess.

  I truly am sorry that it has been far from what you were promised and hope to be able to make it right and set things straight.  Please know that you have not been forgotten and I, ****, will be reaching out to you from the earlier stated number.  Please feel free to reach out sooner than that if you would like.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  14 Solar panels were installed in April 2023. We are not connected to our power company's power grid yet, because no permit has been submitted for the job, so the final inspection has not been done yet. I have attempted to contact Lifetime Energy multiple times in order to get the job completed so that we can use our solar panels to lower our electric bill and use a cleaner power source for our energy needs. Now we are paying for the cost of the solar panels plus paying an electric bill. The agreement was we would only have one bill that would include paying for the panels and our electric bill.

  Business response

  09/01/2023

  Hello,
  
  I truly am sorry to hear how this has been for you; what you are experiencing should never have happened.  I dont want to make excuses so I will be calling you by the 8th of September from ************.  My name is **** and I have recently been hired and tasked with helping people in your situation find adequate solutions.  You are welcome to contact me before the ********* will gladly listen to your concerns and struggles, I am just waiting for some logistical things on my end so I can have real answers for you before I reach out.  I really do want to help.  You can reach me at the above number or at my email address ********************************** and I will respond to you within business hours. Mon-Fri 9:00-5:00 MST

  Customer response

  09/01/2023

   
  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

  07/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had solar panels installed in October of 2022 and started paying on them in December of 2022. After 9 months of failed inspections for the solar a ruined roof unanswered phone calls texts and emails we are stuck paying a bill on something that doesn't work and they refuse to fix.

  Business response

  09/01/2023

  ***************************
  
  I wish I could adequately state how sorry I am for the situation you were left in.  I have seen some pictures of the job and feel sick to my stomach.  I am truly sorry for what you have experienced.  By the 8th of September you should be hearing from **** calling from ************.  I am **** and want to hear what happened and hopefully make things right.  You are welcome to contact me before the 8th but I want to nail down a time for a technician to come respond to the situation and then will reach out to you with real answers instead of the whimsicalness you have received.
  
  
  I dont want to make excuses, I only wish for clarity.  Our owner was doing well here in **** and had the opportunity to partner with someone he thought he knew doing work in Colorado.  The stipulation was that our owner would help fund the new branch but have little to do with it except have his name attached to the business.  We believed all was well until we got a letter from our third-party financing company expressing some concern about the number of systems that had yet to be finished.  It was at that point that he looked more into the situation.  Once he saw what was happening he shut everything down in Colorado.  That is the point that I believe all communication with customers stopped - sometime shortly at the end of May/beginning of June.  Since then, we have been trying to send technicians only from **** that we trust to complete the systems and get them activated.  I apologize for the lack of communication but we are now getting ready to send one of our best technicians over there full-time until these systems are completed and operational.  That is why I want to wait until our details are nailed down and then will call you; I want to be sure that I wont be making any empty promises and I want to have real answers for you, not fluff.
  
  
  As stated, you are more than welcome to call me at the above number or email me at ********************************** and I will get back to you within business hours.  Monday-Friday 9:00-5:00 MST  I look forward to speaking with you.

  Customer response

  09/05/2023

   
  Complaint: 20374789
  
  I am rejecting this response because: I am tired of hearing nothing but excuse after excuse from this company. I tired of paying for a useless piece of junk that doesn't work. We have been trying to get ahold of this company for months with no responses from them. I just want someone out to my house to either fix the problem with the solar or I want out of my contract with a full refund with all that we have paid into a system that doesn't work plus my roof fixed from all the holes taking out the solar will cause.
  
  Sincerely,
  
  ***************************

  Business response

  09/05/2023

  Hi,

  This is **** again.  I am writing in response to your message.  I have called you and have scheduled a time for ************** to come out and address issues and concerns; the 8th between 9:00 and 9:30.  I have also given you my email so that you may forward me payment information as well as the inspection notices.  You have my phone number and have given you my number so that you can keep in touch with me.  I have asked you to find a roofer that you trust to fix the roof that was improperly patched.  We will pay for the roofer to do such work.

  Please let me know if you have any more questions or concerns.

  ****

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  In January of 2023 I signed a contract to have them install solar and I will pay them through the finance company for my solar panels. In March of 2023 I had my solar panels installed and have been waited ever since for the final inspection so they can be working. Since March nothing has been completed, they never pulled permits for through the county for the solar pannals and have not completed the final inspection. I have tried to communicate with the owner of the company, the slaes people and andyone else that could help me with no return in calls, email or text message. I am now paying for the solar panels that are not working and for my electric bill and cannot get hold of anybody in the company to fix the problem. I am stuck in a situation that if i don't pay for the panels it will affect my credit score but they are not willing to come and finish this project that they have started and that I am now paying for.

  Business response

  09/01/2023

  *****************************
  
  I have been in touch with this customer and we are working on resolving the matter.

• Initial Complaint

  06/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased solar from Lifetime Energy in November of 2022. The salesman told us we would be up and running in about two months. I contacted xcel because Lifetime said everything is good on our end. Xcel said Lifetime needed to finish their part. In April, I contact a person named *************************. He told me our inspection failed and that he had someone out to fix the problem and would schedule another inspection for the next day. I called xcel again and again they told me they were waiting on the inspection to pass to complete their part. During this time, the permit expired. I had to complete an entire application and pay the fee in order to have the city reevaluate the project. I tried calling, texting and emailing to get a hold of Lifetime. Finally, at the end of May, ******** was assigned my project. She keeps telling me that she is going to send a tech to come complete the work but nothing has happened. I scheduled the inspection and it failed again. The inspector said the wiring at the top is not right either. Lifetime needs to come and complete the project as we agreed. The solar should have been up and running by the end of February and here we are the end of June. We paid for the solar outright and expected it to be finished as outlined. I would like Lifetime to finish the project and compensate us for money we have lost due to their mistakes. This has been so frustrating and when I ask questions to ******** she never gives me a straight answer. I need help getting Lifetime to fix their mistake and finish the project.

  Business response

  08/31/2023

  ******,

  I am sorry this has been your experience.  Especially to be lead on that there may be help coming when there wasn't.  Your frustration is not unwarranted.  My name is **** and I have been hired on recently to help people like yourself get their systems going.  Long story short, because I don't want there to be excuses as none are warranted, we trusted people to complete the jobs that we shouldn't have and now I want to help sort it out.

  I will be calling by Sept. 8th to get in touch with you and many others about getting someone out there to take care of you.  Plan on hearing from me from ************.  You are more than welcome to reach out to me before you hear from me, I just won't have a solid answer on when someone will be out there but please know I am more than happy to listen.  You may also email me at ********************************** .  I will respond to any correspondence Monday-Friday between 9:00-5:00 MST.

  I truly am sorry that this has been your experience and do want to make it right.

  Best, ****

• Initial Complaint

  06/12/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed a contract to have the panels installed on 8/29/2022. The panels went up in September or October, I can't remember. We started paying on the loan in November 2022. It is now the middle of June and my panels are still not on and working. We have tried contacting Lifetime Energy, left voicemails and still have not heard back. We have received so many different number over the process of getting started, tried those numbers and still nothing. Xcel energy came out and did an inspection and it failed. We have yet to hear from anyone that might need access to the panel to fix things so we can get it working. I have $68k worth of paper weights on my roof and nobody will call me back with any information.

  Business response

  09/01/2023

  ****** *****
  
  I am truly sorry to hear this has been your experience.  I want to help.  I will be reaching out to you by the 8th of September to hear your story in more detail and work to find a solution.  Plan on hearing from Nick.  He will be calling from ###-###-####
  
  
  I don’t want to make excuses; I do want to say that we trusted people we should not have as a company to open another branch in Colorado.  The partnership has been terminated which I believe is about the time people stopped hearing from Lifetime.  The owner of the Utah branch wants to come help as he had partial ownership of the Colorado one.  We do want to make things right by you and anyone else stuck in this situation.  We apologize for the delayed response but want you to know that you are not forgotten - We are sending technicians from Utah to Colorado to complete work as we trust them to do it right.
  
  
  Please reach out to Nick Monday-Friday between 9-5 MST and he will answer your questions and call.  If he does not respond, please leave a message and he will get back to you within business hours.  You can also email him at ********************

• Initial Complaint

  05/18/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Back in november i had this company come out and install a solar system for me to the tune of roughly $60,000. Since then, I slowly received responses that we were waiting on Xcel to finish my job with no new timeline or update. I was told that it would be hooked up and activated that same month, but since then I have never received a real update. I have called both the local office and the other offices listed online, reached out to every manager number I could find, and at the very most I receive a short unhelpful response and then am completely ignored for anywhere from weeks to months afterwards.My last update, since Lifetime won't respond to me, came in the form of calling Xcel themselves who said that they never received a completed application for my house from Lifetime, and have since never heard back from them either. My financing company also reached out to them and has not gotten a response. At this point, I've been paying on the system for nearly 6 months while it is inoperable, with no correspondence as to what is actually going on. At the VERY least I would like my job to be completed. Also, I would think that it is more than reasonable to expect a refund at least the amount I have paid so far, as it has been going to a system that simply is not complete.

  Business response

  06/09/2023

  Hello, we have been communicating with this customer and getting things sorted out. Thank you. 

*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. ↩