Complaints

• Initial Complaint

  10/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has come by my door during dinner time five times since moving in last year. The first guy implied that he was with Duke energy, and the second guy implied he was with the county. I told them we were not interested in their services and they continued to push the issue. The third visit I told them that their company continually comes by at dinner and we are not interested. He was very rude and continued to push for information, saying "I'm just supposed to let you know." The fourth time two people showed up and I told them I was on a meeting and they launched into their sales pitch. The guy replied "Well that's fine I don't even want to work with you anyway." Finally a fifth person arrived today and kept trying to get information on what the previous guy looked like and if he was for sure with their company. I added a no soliciting sign that they ignore, and the last two times I actually became quite rude because they continued to persist after being asked to leave. I cannot make it any more clear that I am not interested in their service.

  

  Business response

  11/05/2024

  Thank you for bringing this to our attention. We sincerely apologize for the repeated visits and any inconvenience caused by our team. To clarify, we are not affiliated with Duke Energy in any way; we are a third-party solar installer participating in Duke Energys net metering program. Your experience does not reflect the respectful and considerate approach we strive to uphold. If you would be willing to share your address with us, we will ensure our sales team no longer visits your residence. Thank you again for your feedback, and were committed to resolving this. 

• Initial Complaint

  08/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have a clearly posted "No Soliciting" sign posted right next to my front door in a spot that cannot be missed by anyone walking to the house. I also have a "Do Not Knock" sticker posted on my door. Regardless, a sales agent came to my door at 7:15pm and knocked to solicit business. This is absolutely unacceptable and a business practice that should not be condoned by our community. With clearly posted signage indicating "No Soliciting" that should be respected. Full stop. Please discontinue your aggressive and intrusive sales tactics immediately.On top of this, I called the business to speak to a supervisor. I was not forwarded to a manager or supervisor. The woman on the phone did not offer any sort of apology or sympathy for the situation. She took my information and hung up. ***************** integrity, and respect are values that are completely absent in this business.

  

  Business response

  09/09/2024

  This response was taken verbally by BBB:

  We will review this with our Chief Sales Offer and make sure that we do not go to the customer's home again.

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The harassment that I got from their salesman blowing up my phone wanted me to reschedule an appointment after I told him I couldnt make then came to my house, when I wasnt home, asked my daughter whos there with her. Shortly after that, Ive been getting phone calls from healthcare about *************************. I had this phone number for 15 years and its a coincidence that the day that I missed their appointment. My phone will not stop blowing up nor text message. I believe they saw my information or one of their Salesman Kolby or ***** started this

  

  Business response

  11/13/2023

  Thank you for taking the time to voice your concerns. We are genuinely sorry for any discomfort or inconvenience you have experienced.
  
  Regarding the visit by our sales representative, *****, we would like to provide some context. In the sales industry, it is a standard practice to inquire if the homeowner is present when someone other than the homeowner answers the door. This is a common and respectful approach to ensure that we are engaging with the right person and respecting our client's time. We assure you that this question was asked in line with normal industry practices and was not intended to be intrusive or inappropriate.
  
  Concerning the issue of unsolicited phone calls and text messages you mentioned, we take such matters very seriously. Our company adheres to strict data privacy policies, and under no circumstances do we sell or share our clients' personal information. We have conducted an internal review and can confirm that there has been no mishandling or sharing of your information by any of our team members, including ***** and ***********
  
  We understand how the timing of these calls following our missed appointment can lead to concerns, but please be assured that they are not connected to our operations or practices. We deeply value the trust and privacy of our clients, and safeguarding your personal information is a top priority for us.
  
  We are here to assist you in any way we can regarding the nuisance calls and messages. Please do not hesitate to reach out to us for further assistance or support.
  
  We appreciate your feedback and are committed to continuously improving our service and ensuring a positive experience for all our clients. 

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I signed with Flo Energy on 8/14. They explained about no cost upfront and how the solar service would work. The sales rep advised that their process included a survey, someone would come to do a survey, they would send this to engineering, permits would be submitted through the city, and then we would have an install date. I was told the company would call me, and keep up-to-date every step of the way. This was my biggest ask, I didn't want to have to call a company and have to trigger them to provide alerts. I decided to cancel the agreement on 8/25. I never heard from them, I had no email informing me of the next steps. i have attached the cancellation form that I sent to them as well as the finance company Enium. I was aware of the $1000 cancellation fee. But now they want to bill me $2000 because according to them they have hired an engineer. I called Flo Energy to discuss this as I had not heard anything from them for 11 days until now when I sent the cancel email. The lady said that they had hired someone and they would bill me an extra charge for this. I told her I had no updates from the company, and she said they had a welcome call with me on 8/14, I told her there was no welcome call and to pull the call. all they did was send me emails asking for my warranty deed. Furthermore, I told her there was no survey done by her team, she said what survey? we don't need one. In the ****************, there's a stipulation that a survey is submitted along with the permit application. This company is very unresponsive and now they want to bill me an extra $1000 for something that I doubt even happen. If it did happen where is the communication? I don't want to have any business with Flo Energy. They are irresponsible and liars.

  

  Business response

  08/31/2023

  Hi Yara,

  Thank you for your feedback. Upon looking into your account, I see that we completed a welcome call with you on 8/16 to confirm your information and project details. The call was with ****** and took place at 11:59am for a duration of 14-minutes. We always wait until your 3 business day right to cancel is up before sending jobs to engineering. This was sent to the engineering team on 8/24. We have automated emails that go out through the various stage updates which you should have received upon sending the job to engineering. I have attached the engineering plan set as well for your records. As for the site survey, they are not required to be submitting with permitting. Only the permit applications and ******************* plans must be submitted. Our representatives are trained to take the necessary photos that our engineers require to draft accurate plans for the project. We have all of these survey photos and they were submitted to the engineers when we sent your project to get the plans drafted.

  We only charge these cancellation fees so that we do not lose money on projects if people decide to cancel after we've incurred costs. This is why we perform a welcome call within days of a customer signing up and why we wait until the right to cancel has expired to move forward.

  We will have one of our team members reach out to you this week so we can come to a solution. We appreciate your feedback.

  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

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a home solar system from this company. Initially they were very good. Great salesman and the installer were very good. But from that day forth they have been horrible and my system is not complete as my contract states. They said it should take no more than 90 days to complete everything. it will be 150 days January 17th. All of the hold *** have been s**** *** by Flo Energy. The county and the power company they told me could take some time were super efficient. I have never received a call from them and have gotten minimal answers and help from them. I got a call from the financing firm stating they were going to have to send it to collections and I didn't even know I had a account or payment yet. Found out they sent the wrong email to the finance company and my first payment was due December 18th and nothing was even hooked up yet.

  

  Business response

  01/20/2023

  The customers system is active and producing power. We also reimbursed the customer for solar payments they incurred while waiting for the system to be activated.

  Customer response

  01/20/2023

   
  Complaint: 18687065
  
  I am rejecting this response because: While this is what they told me would happen I have paid two payments with no reimbursement and have heard nothing from this company except through their Sales person who has also now stopped responding to my texts and emails. We are now past five months from signing and I have never received a call for any explanation from anybody except the sales person who did his job correctly. I have figured out they gave the ************ a misspelled email for me and that is why I never received my start up information from them although it was given to them correctly. I live right across the bay from this business and for them not to take an hour or two to finish explaining the remaining info for me to properly monitor my system which they require if it falls short of the guaranteed output they have not completed the agreed upon deal. I have other issues that have not been properly resolve that I was told would be explained but no one contacts me and I will continue now to collect my emails and documents together to further show when and what I was told and what has actually happened.
  
  Sincerely,
  
  *****************************

  

  Business response

  06/08/2023

  The system has been producing energy since the end of January and has already offset the equivalent of $1,100 worth of power as shown in the screenshot attached. We also reimbursed the customer for the solar payments made prior to the solar system being operational. If there are any additional concerns please call our office at ************ and our team will help. 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. ↩