Complaints

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This started in Aug 2023. When the salesman originally came to our door he was wearing Suntria work wear, we heard everything and agreed. Weeks go by and we finally get back in contact and he tells us that we need to resign some stuff as ** had updated policies and we would be getting more money back. This time he had anova homes work wear, i had a feeling something was off. Should have questioned it. We wanted a generator and were told he was going to factor it in with our payments. Come october we get the panels installed. They tell us the generator was on back order. Then the ghosting happens. Weeks go by again with no contact or responses, we were told he had a family emergency. Understood. Weeks go by again and then we are told he no longer works for company. We got passed around to a few different people and then to what they told us was a project manager. Our electric company and anova apparently were not communicating as we had to call electric ourselves to figure out why we were not up and running and our payment was getting close to being due. They didn't finish the job and then tried to blame electric company that they were why it didn't work. Weeks go by and finally was told that the generator was not part of the contract and had no idea what else we were promised since he wasn't the salesman. We were never shown how to use or obtain any app. We were told we would not have an electric bill, we still do. I just want them to know how much they have done us wrong after getting a 40k loan for this. We have not been contacted by anyone from anova. They sent multiple texts to my husbands phone offering a gift card for filling out a good review. Before the job was even completed.One only good thing they did was help us with the first payment, but then tried to use it against me. So i feel it was just to shut me up. I have added screenshots for a small reference.

  

  Business response

  01/25/2024

  We apologize for the frustration you've experienced with your solar journey. We would like to assist you further and ensure that your concerns are addressed. Please feel free to reach out to us via text or call to our new customer service department **************, and we'll be more than happy to help. *********************** is our new customer experience manager and she can help get you connected to your solar app, check on progress and give you updates as well as accelerate concerns to the proper department.   

• Initial Complaint

  12/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On the night of 12/18/23 one of this companies sales person stopped by my house on a cold call. I told the person I would supply the information they requested today (12/19/23). The information was sent as promised, with the person wanting to send a salesman by my house tonight. I declined and told her my wife and I have decided to use another method of auxiliary means of power. Tonight a salesman knocked on my door and asked to come in and talk to my wife and I. I thanked him for stopping by but I notified his company today we are not interested. He tried very hard to talk me into letting him in and when I firmly (and politely) told him I was not interested his response was "so your happy continuing to pay the power company monthly?" I raised my voice and told him I was not interested so he quickly spun around and walked off. The actions were rude, intrusive and un-professional.

  

  Business response

  12/20/2023

  We really believe in the solar products we provide for our customers. Most of our customers typically decline in the beginning and once they have all the information presented to them they find it to be a good fit and move forward. We are also always very interested in hearing other energy options that customers may be considering. We apologize you felt our sales rep was rude as that is never the intention. Please accept our sincere apologies and I will ask that this sales rep not reach out to you in the future.

  Customer response

  12/21/2023

  
  Complaint: ********
  
  I am rejecting this response because:  The main reason I rejected your response is you justify your high pressure/aggressive tactics by saying the customer "usually comes around".  That's un-acceptable.  That's like saying assault is justified because the victim didn't say stop.  The point I'm making is when an individual says "no" to your sales pitch it means "NO".  Not to add more pressure and aggressive tactics.  It's uncalled for.  This is the last you'll hear from me.
  
  Sincerely,
  
  *****************

  

  Business response

  12/22/2023

  *************

  Our intent is always to share our excitement for our energy saving solar solutions and we never to make our customers feel uncomfortable. Our sales reps are trained with the highest standards and per our guidelines this rep went to your house to accommodate your request and there mustve been a slight miscommunication on you not wanting the visit, and again we truly apologize for that error. We have let this sales rep know that he made you feel unheard and uncomfortable so he can better improve on his interactions moving forward. Thank you for bringing this to our attention so we can help future communication with our customers. 

  Customer response

  12/27/2023

  
  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

  08/22/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered into a contract with Anova in March 2023. They got the panels on the roof very quickly but never tied them in to the meter. It wasnt until June when they completed the project after we paid the first monthly bill with no power being generated. Everything was up and running but they installed the software incorrectly so the power generated and used on the Enphase app is incorrect. In May 2023 we had a hail storm. I spoke with ***** and *** multiple times about getting with insurance and my roofer to remove the panels so my roof could be replaced. They insure me everything would be handled. My last contact with them was July 25th and they refuse to help me resolve this issues with roof replacement and software correction. I even reached out to their parent company (Vantage Point Solar) and they assured me it would get ************ the numbers I have are not working and there is no way to contact anyone at Vantage Point. And Anova has stopped responding to me.

  

  Business response

  09/14/2023

  
  We have spoken with this customer to clear up his situation. Once he receives his insurance check we can then put the panels back on and he will be complete. He has told that once this happens he will be retracting his complaint. He is happy with this outcome. 
  

  Customer response

  09/19/2023

   
  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,
  
  *************************************

*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. ↩