Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a mini-split HVAC unit that runs on Solar DC and/or AC power back on Oct 23, '23. I had the unit installed by a HVAC licensed contractor. The solar panels and re-roofing was done also by a CA licensed contractor. Within the first month I noticed P3 & P4 codes being displayed. Since that time I've been working with a *****, **** and ***** there to get this matter addressed. I was sent a computer connection cable only then to be told that I need a Windows based laptop computer so they could see the unit and investigate. I advised them that I don't have such a device, my solar contract does not have a device nor do any of my neighbors or friends. So the resolve was to send me a new circuit board. This was after numerous attempts to take voltage readings as both the outside and inside units A circuit board was send and it took 10 days to arrive with NO Installation Instructions. When working with ***** recently it was determined that the instructions where not correct. It's as if he had no idea of my make/model. I asked to talked to someone concerning this warranty issue and was sent off to the extension for what I find out is HR.

  Business Response

  Date: 08/09/2024

  Mr. **** ********, our CEO, confirmed that this matter has long been satisfactorily resolved and should be closed. Thank you.

   

  Business Response

  Date: 08/23/2024

  As we stated, we will continue to honor our commitment to our warranty, and, we will extend the starting date of the warranty period as we agreed. We further state, again, we had not received, until we read it in a *** complaint, any information that there was a possible problem with the vanes not operating when under full power conditions. We were only informed that the vanes do not work when the power is in shortfall condition. And of course the vanes do not operate without sufficient power as they use electric motors, and we explained this to Mr. ******. Since we were advised, indirectly, by the *** complaint, that there is possibly a problem with the vanes not operating when under full power, we have asked, in our response to the *** complaint, that Mr. ****** contact our technical support department so we can assist in diagnosing/resolving this new issue. Our support department has still not heard from him on this issue. Our support department was and is ready to assist Mr. ******. Please have Mr. ****** contact our support department at his convenience for resolution.

  Customer Answer

  Date: 09/03/2024

  This firm is lying.  I have email proof that in July I notified them of the vanes not closing.  They are obsfucating the issue with you.

• Initial Complaint

  Date:07/17/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a solar energy air conditioning system from HotSpot Energy Inc. on April 17, 2023 for the total of *********. The item was poorly packaged and the glass on the unit arrived broken. The energy system arrived damaged to the point where it is unusable. Very heavy and fragile items were packed in cardboard. I reported this immediately to the company and sent photographs of the damage. I didn't hear anything from the company for some time. When I finally heard from them, they told me that I would have to wait 180 days for the matter to be resolved. I was told to purchase additional panels from them while I wait six months. This is unacceptable. I paid almost ***** for an item that is broken and unusable. The burden should not be put on the customer to eat the cost for 6 months while they "resolve" the issue. Six months from now it won't even be hot so I would not need the air conditioner. I paid for an item that I expect to work. I either want the unit replaced IMMEDIATELY or a full immediate refund so I can take my business elsewhere. I also will not pay for the return shipping of my item. That is the responsibility of HotSpot Energy Inc. to figure out how to pack and ship their broken unit that they didn't pack adequately to begin with.

  Business Response

  Date: 08/23/2023

  This order consisted of:  One ACDC12c Solar Split Air Conditioner; Four Solar Panels; and one rack-mounting kit.
  
  The damage was reported to us on 5/2/23. The shipment damage was not to the air conditioner itself but only to one of the solar panels. The customer filed the chargeback on 5/28. The attached pictures are of the shipment to this customer, which show the shipment is crated in wood, consistent with the manner in which we have shipped our products for 15 years. Everything arrived in perfect condition except for one panel.  The customer accused us of not packaging the items properly to claim the chargeback.  
  
  The customer complained that he did not get a response to one of his emails.  We looked back and noted that an email of 5/18/23 had been overlooked. We apologized to the customer admitting that it was an honest mistake. 
  
  Our policy, agreed to by customers upon payment of their invoice, clearly states: The customer must inspect the products promptly as the delayed claims for damages are not usually successful. HotSpot can assist the customer with a damage claim, but HotSpot is not responsible for the shipping damage. All damage claims must be filed with the shipping company and are subject to applicable tariff or law.
  
  During the claim process the customer unsuccessfully attempted a chargeback for the entire purchase.  The customer was offered to purchase another panel and be reimbursed once the claim was paid.  He was then given the option to properly crate/pack the order and return it for refund upon receipt and acceptance as a unit in good and unused condition.  The customer did not reply so the dispute was closed in our favor.  On 7/19/23, we contacted the customer via email informing the customer that we could send out a replacement panel if so desired. To this day we have not received a response from the customer.
  
  We will continue our efforts to resolve this matter amicably and are open to reasonable solutions.
  

• Initial Complaint

  Date:07/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello- I purchased a **** chiller unit from Hot Spot Energy on March 31st 2021 and installed it mid June 2021. On June 24th 2022, the internal components in the chiller unit failed and Hot Spot is unwilled to replace the parts under warranty. What they are trying to say is the system should have had glycol to prevent freezing. I've explained to the them the system was drained last fall prior to outside air temperatures reaching freezing and then filled back up late May at which it operated fine until June 24th 2022 before the internal parts of the CX34 chiller unit failed causing Freon to leak into the chilled water side of the system. This is just a clear case of them not wanting to replace the failed parts which appear to be the compressor and exchanger. Here is the warranty information from their website: TERM: The limited warranty period for Product(s) shipped after Oct 1, 2016 is (5) five years on the compressor and (2) two years on all other parts. For Product(s) shipped prior to Oct 1, 2016, the limited warranty period for the Product is (3) three years on the compressor and (1) one year on all other parts. Regardless of registration, the Commencement Date for the limited warranty period shall be the date that the original installation is complete or (60) days after the unit was shipped from Company whichever is the earlier date. Any additional information necessary, I can provide. Thanks **** ****

  Business Response

  Date: 08/29/2022

  Business Response /* (1000, 5, 2022/07/19) */ The ******** manual calls for glycol in any location where freezing conditions can occur. This customer is in a very cold location that for more than 2,900 hours per year its weather temperature is below freezing. The customer did not use glycol; instead, attempted to drain the system which is not easy to fully achieve and is one of the reasons why our manual specifies glycol rather than explaining a way to attempt draining it. It only takes a tiny amount of water in a brazed plate heat exchanger to damage it when the water freezes. Freeze damage exerts tremendous mechanical force, as much as ******* PSI. Damage to the extent that causes a breach may occur instantly depending on where water is located in the heat exchanger/how much water. In the case where the component does not breach immediately from freezing water, the component will be weakened from the intense mechanical stress caused by the freeze damage and will fail prematurely as a result of the repeated thermal cycling of contraction & expansion acting on the area damaged by mechanical stress of freezing, so it is not surprising that the unit did not immediately breach and ran for some period of time after starting it up in the spring. We would be happy to try assisting the customer with discounted pricing on parts, should the customer wish to have the unit repaired. However, for reasons mentioned above, we cannot regretfully consider this unit repair to be eligible for warranty.

• Initial Complaint

  Date:06/22/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2021 I reached out to hotspot every over the phone to discuss ordering a pool heater. My point of contact was Matt ******* I was very interested in the product and asked if they could provide experienced installers in my area, he advised they could, as such we placed our order. We paid ********* for the product and it was shipped about a month later. I again reached out on 7/19/21 to Matt about providing an installer in my area and he said he would get back to me. On 7/27/19 Matt provided a name and number of installer (Bob from jet air). I reached out to the recommended installer and they advised they would not install the hotspot product anymore. On 8/30/21 Matt said he would be looking into alternative installers. On 9/14/21 I reached out to Matt again and he advised he would hear something back that week. On 9/22/21 I received an email from Mark **** at Hotspot advising they are still looking for an installer and will notify me with results. I replied asking for a timeframe to which mark replied a few weeks. I followed up again on 10/20/21 and mark responded that they would look into later in the fall when they slowed down. On 10/21/21 Mark said they have an installer that wants to start in the spring (and he asked if our pool was still open, to which i replied it was. After no further information was received (they never gave me a contact for a new installer) I requested a return/ refund on 10/25/21. No response was ever received. And on 11/1/21, we closed our pool for the season. Most recently on 5/22/22 I reached out asking if they have an install yet as we are going to now have another swimming season with the heater in the box. No response was received.

  Business Response

  Date: 07/21/2022

  Business Response /* (1000, 5, 2022/06/29) */ We are sorry that Ms. ** has not been able to get her unit installed and that she is unhappy. We have reviewed all of the communications with her, occurred prior to the sale, and could not find anywhere that we promised arranging for installation or providing an installer. However, we see that we did agree to try to help her afterwards and had difficulty doing so. We will still be interested in trying to help her; actually, we would be very happy to do so. It should be pointed out that all this issue occurred during a crazy time when the pandemic was still causing severe shortages of staffing and other related adversities that affected us as well as all the HVAC installers and their availability since they also had staffing and other pandemic-related problems. In short, there were a lot of difficulties at that time across the board. We would be very happy to re-engage with Ms. ** to help her find an installer, which should be somewhat easier now that the pandemic has subsided. However, since we are at the peak of the cooling season, it may be easier to find an HVAC contractor a little later in the year when contractors are less busy. Obviously, we shall need her to let us know if she is in agreement with such a renewed effort before taking the next steps. As for returning the product, we no longer manufacture that version of the product, which has been replaced by a new version, mainly due to supply chain issues, with some components of the prior version. At any rate, that model is now a discontinued model and while we are still able to support it, we no longer sell it, and therefore would not be able to accept it as a return. We would ask Ms. ** to let us try again helping her locate an installer in the hope of achieving better results.