Complaints

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2016, AAPCO/SolarTyme completed installation of a 12-panel solar system with a 25 year manufacturer's warranty beginning March 24 and ending March 24, 2041. Included was a new roof and insulation. We first contacted ***********************, SolarTyme's VP, in 2022 alerting him to the fact that one of the solar panels was faulty and only producing at 63%. We also expressed concern the solar energy production promised at point-of-sale did not meet promises or expectations. A technician, ****** came and verified the solar panel was bad and we were told the manufacturer, SolarWorld, had gone out of business and SolarTyme would try finding a suitable replacement. After many unreturned calls and zero results, SolarTyme finally sent *** again on February 1, 2024. He bought a new panel that did not fit and promised SolarTyme would design a new solar array to compensate for the faulty panel. If we did not hear from SolarTyme, we were told to call them in two weeks. We never heard back. Repeated phone messages to **************** and his secretary, *****, are never returned. Reaching out to other solar installers in our area, we are told no one but SolarTyme can work on our system unless we demolish our array and start new.Two sales people from SolarTyme have called and promised calls back from their managers. A promised appointment for June 19th, causing us to rush home from the ********************, was a SolarTyme "no-show," and despite numerous promises by SolarTyme, two years later there are no results. They seem to ignore us, do not keep appointments, promise phone calls that are never returned and, most importantly, have done nothing to fix our solar system. They were great selling us this "bill of goods" and taking our money, but after two years of going 'round with them they have done nothing to make our solar system work as promised, "make it right," or offer a refund. No one else can work on this and AAPCO SolarTyme does not respond!.

  

  Business response

  08/12/2024

  I was contacted by ****************************** the niece of Mr. ********* in May 2, 2023.  She expressed concern about a solar panel which may have been defective.  I asked why she would be calling instead of our customer, ******************** and advised her that I would be happy to reach out to him directly.
  I spoke to ******************** and scheduled a site visit top check the panels and production. It was found that one panel was defective. Upon our attempt for obtain a replacement we found that the original manufacturer was no longer in business.  As with most warranties, this one was not long valid upon the closure of the manufacturer. This was shared with ******************** at that time.
  We advised ******************** that we may be able to get a replacement panel for another panel manufacturer, but it would not be an exact match in size or performance. We further advised ******************** that because there was no longer a warrant that it would be at a cost to him. As goodwill, I offered to install a replacement panel for only the cost of the panel and no labor cost.  Whereas ******************** express interest in adding additional panels to his current array he asked that we hold off until we could give him a quote for new panels as well as the replacement.  We schedule a sales call and he was met and presented with a quote.   He asked for some time to consider the offer.
  Several months passed before we spoke again. Once again we reviewed the available panel options to only replace the defective panel and the price. It has been a while since our last communication. I remain willing to work with ********************. At this point we simply need to know if ******************** would like to move forward with adding more panels or only replacing the defective panel.

  Sincerely,

  **********************;

  VP of Operations 

   

  Customer response

  10/15/2024

   I am writing concerning a complaint (ID #******************************** that I filed on 7/15/24 and only read the business' 8/12/24 reply this past Sunday, 10/13/2024. I don't know how I missed your email alerting me they had responded and only discovered it when I was checking on another business we are going to for some tree work. 

   

  Given all that, I am wondering if I can still reply to the business (AAPCO LLC), as my wife and I are still dissatisfied and the company has not provided a promised proposal and estimate to fix our problem or, for that matter, even returned our telephone calls, despite numerous calls and voice messages on our part to reach them.

   

  There is something else! When we were sold this solar installation package at a price of $47,638.00, we were told we had a 25-year manufacturer's warranty. Nothing was said about an "installer's warranty," which may have saved a lot of problems, and we did not know enough at that point to ask about one. Six years after the installation, we discovered we were not getting the promised solar production and one panel had failed. APPCO/SolarTyme did send out a technician who verified the failing panel. When we expressed concern about manufacturer's warranties not being of much value, he said, "Yeh. These manufacturers are going in and out of business all the time." Researching further, we found that is often the case!

   

  Now, AAPCO/SolarTyme is offering a 30-year manufacturer's warranty. Their technician's response came as a result of my questioning whether 30 years is any better than 25 if manufacturers are closing their doors.

   

  I think it is important consumers know this. The money we spent is significant and we are getting no help!

   

  Mr. ******, the Vice President of Solartyme, makes the statement in his 8/12/24 reply:  "I remain willing to work with Mr. ********* At this point we simply need to know if Mr. ******** would like to move forward with adding more panels or only replacing the defective panel."

   

  Here's the problem with that response:

   

  1) He's already told us he can't find a replacement panel that will fit our solar array. No one seems to have the 

      SolarWorld panels or inventory from the original installation. The panels he has are different in size and     output and the mounting hardware is different. So, replacing the defective panel, at this point, seems     impossible. 

   

  2) The man won't return my phone calls. On my phone history, I am looking at five outgoing calls with no reply 

      on June 10th and one on June 25. On June 17th, a SolarTyme associate made a sales call to see if we'd like

      to add solar panels. When I expressed my dismay, she promised a call "from a manager in the next hour." No

      one called. On June 19th, the 3:00 appointment I had scheduled with her and SolarTyme was a "no-show" on 

      SolarTyme's part and caused us to rush-home from a West-End appointment to be home on time. I called 

      and left another message on ***** ******** phone that was never returned. 

   

  3) The SolarTyme technician who visited our home on February 1, 2024 and told us about manufacturers "going

      in and out of business all the time" had promised a plan proposal and drawing from their design staff, within 

      two weeks from the date of his visit. No one has ever called us or provided the plan or proposal to keep our

      solar system running without deficit. 

   

  Thank you. 

   

  I know you have a lot of complaints, and I appreciate the time and attention you are giving ours.

   

  Warm regards,

   

  **** and ******** ********

  

  Business response

  11/04/2024

  When I referred to replacing  the defective panel in my last reply  I was not meaning  that we would use the same make and model as existing. The original panel is no longer available.  We would have to source a panel that is somewhat close in dimensions and specifications. We would also have to add additional racking to accommodate the larger size. At this point, that is the only option. This was presented to Mr. ******** and awaits his decision. 

  Best regards, 

  ***** ******

  Customer response

  11/13/2024

  The Solartyme technician visited our home on February 1, 2024 with a replacement panel that was entirely too big and would not fit the solar array. He said his design team would create a design allowing new hardware and the new design panel or additional panels and I would receive a call and proposal within two weeks. If I did not hear from Solartyme, he told me I should call and request same.
  
   
  
  Referring to my previous response on 10/15/2024, I did not receive any contact from Mr. ****** or Solartyme in the two-week window promised. Numerous calls to Solartyme and cold calls from their sales team, including messages left with Mr. ******** secretary and on his personal voicemail have gone unanswered. As stated, "The man doesn't answer his phone" or return calls.
  
   
  
  Yes, we are dissatisfied. Though Mr. ****** and Solartyme present themselves as being willing to help, they simply do not keep promised appointments, design deadlines or even return calls. 
  
   
  
  We are dissatisfied, and feel the BBB should seriously consider downgrading their rating.
  
   
  
  Thank you for listening and helping us communicate with Solartyme when there is no other communication from anyone there to us.
  

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Gutter ******************** Guard instillation: Was started in December of 2022 and had to be redone 3 times to complete the job. It was "completed" in January of 2023. They didn't replace rotted facia during first attempt. We wouldn't have noticed it if they didn't have to re-do the entire project. Anyway, it was a very bad experience.Fast forward to January **** (one year after instillation) and I have gutters that can't handle the water and in addition I have clogged and leaking gutters. I hope the clogged and leaking gutters issues have been addressed but the back gutter "fixes" are amateurish and low quality. I have called and e-mailed for a resolution, yet they are now ignoring my requests, calls and e-mails.I have videos and pictures of all interactions with AAPCO. Please help me get a resolution to this issue.Their diverter fix on the gutters: was they used damaged siding from another project. This doesn't match, looks awful and unprofessional and it will backup with leaves and make the issue worse. They also screwed a "diverter" onto the roof, if this causes leakage into the house or damage to the shingles AAPCO will be held responsible for all damages.I only attached one picture I have dozens of them and plenty of video of their workmanship, which I consider shoddy and not worth the money I paid.

  

  Business response

  02/14/2024

  Tell us why here...

  The consumer contracted to have existing gutters removed and replaced with new and to have leaf covers installed. This project was completed on January 6, 2023 and final payment received January 8, 2023. In accordance with the terms of the written agreement, AAPCO will honor a one year workmanship warranty from the date of completion. We have had no correspondence with this consumer since final payment was tendered.  We received a call from ***************************** January 18th,  **** requesting a service visit. We scheduled a service visit for January 30, ****.
  During the visit, an obstruction was cleared and endcaps sealed.  During the visit the consumer expressed a concern of excessive water flowing over the gutters. A plan of action was discussed with and approved by the consumer. Upon completion of said action the consumer further complained.
  We met with ***************************** again on February 6, ****. We agreed to remove the water deflector/splash guards. The consumer further demanded that two sections of gutter be replace due to there now being two small s**** holes remaining as a result of removing the agreed up on splash guards.  Although the holes are not visible and will have no effect on the performance of the product, we agreed to replace the gutters.   
  We closed our visit with an agreement to again address the concerns within three weeks of that visit.
  
  Best regards,
  ***********************

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAPCO installed vinyl siding and metal trim (and supposedly insulation) September/October 2022. I have had issues with the workmanship since the beginning of the job. On September 21st, I informed APPCO that I was disatisfied with the workmanship and the quality of the materials. The metal trim was already dented upon installation, and the caulking was atrocious. On September 22nd, ********************* came out to inspect the project. He was very condenscending and tried to convince me that the reason the trim work was not straight was because my house is old. A storm was approaching, and his crew left for the day, leaving the front of my house totally exposed to a violent thunderstorm. Since the installation of the vinyl siding and trim, this past winter, my house was cold for the 1st time since I bought it 7 years ago. I normally keep the heat at 70 degrees, but had to keep it between ***** degrees this past winter, and there were still cold spots throughout the house, even though it was a mild winter.. I received notification from ************ that 19 more therms of natural gas than average homes. My house is only **** sf. This summer, the humidity level in my home is at a consistent 55-60%. When it rains, there is a strong mildew smeil insidie the house. On July 30th, I sent AAPCO an email, with pictures, outlining the issues. On Auigust 24th, a service rep came to inspect and agreed that the workmanship is sub par and needs to be corrected. I have not heard from AAPCO since, and it is now September 6th. I wouid greatly appreciate it if you help me rectify this situation that has seriously decreased the quality and value of my home.

  

  Business response

  09/29/2023

  We have spoken to and met with this consumer. As she stated, our service tech was dispatched to the home for what was projected to be a simple repair. Upon his inspection it was deemed to be in need a full replacement. He felt that it would be at a disservice to *************** if we did not.  We have been in communication with *************** since to advise that we have ordered materials to redo her work . Upon receipt we will schedule a crew to remove and replace the existing materials  with a better quality material. I will have a field inspector to assure a satisfactory completion. 

  Best Regards , **********************;

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Installed double glass windows. When you open the bottom window the top falls down. Been trying to get them fixed since April 2022. want *************. Been 6Months still not fixed . I don't they are double glass. Get alot of sweat where the come togheter water. Ihave pictures of it .

  

  Business response

  11/08/2022

  Good afternoon ,

  We ordered the replacement parts form the window manufacturer. Up on receipt of the parts we scheduled a service visit and went to the home to replace the defective parts. At the home, we found that we had receive the wrong parts. We reached out to the manufacturer and requested the correct parts. We have received the correct parts and have spoken with the consumer this week and expect to have this service completed this week. 

  Best regards, **********************;

• Initial Complaint

  10/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  AAPCO,LC sold us the new windows and front door on August 3rd of 2021. The windows and door was installed in later November. The windows were the wrong size but they made shims and made them fit. The front door is fine but when they put the siding back on they didnt do it right. Then I had a contractor help me with my front porch he told me the windows were in wrong. So I called AAPCO and they came out and agreed the windows were installed wrong and AAPCO sent another crew out to correct the windows. But even that crew did not put the siding back on correctly and I have had siding hanging off my house which I did put back in place but the remaining siding is still loose. I have called and called and have talked to a guy named ***** and I have been promised several times that they would be out and fix any problems with the siding. As of today I have not seen nor heard anything from AAPCO. The job cost was ********* and they have gotten their money in full from a financial company so in my opinion AAPCO has wrote us off.

  

  Business response

  11/08/2022

  We have it scheduled for 11/10 for the contractors to go back out. Someone will be reaching out with a time frame. 

• Initial Complaint

  09/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had siding installed by AAPCO in October 2021. When installing the siding around the fireplace the noticed termite damange. ServePro wad paid be terminex to repait the fireplace damage and then finised the siding including a new ******. We were happy with the look of out house when the job was complete. In May of 2022 we started noticing water leaking into our family room and thought it was coming through the back door. We replaced the seal between the frame and the door. We still had leeks and on July 9,2022, we woke up to water 4 feet into out living room and water running down from the ceiling. We called ServePro to clean the water. After their inspection they found the insulation was soakeg and wall boards soaked. Upon inspecting our roof they saw.leak was coming from around the fireplce. The inspector found the ****** to be to small and that was where the leak was coming from. ServePro brought in fans and humidifiers to dry the wet walls and insullation. They also covered the area onthe roof around the fireplace with a tarp. Our insurance company also did an inspection and confirmed the problem was due to the ****** being to small.We called AAPCO and they were told use they ***** send someone to look at this. One of the installers did call snd said they would be out. A few days latter he called and said he did not have the equipment he needed. We have called AAPCO on numerous occassions since July 9 and have been unsuccessful to resolve this situation and they are not responsive to our calls. I have spoken to ********************** on several occasions and he was supposed to be sending someone to look at the problem and make repairs. Noone has contacted me. Over the past 3 weeks i have left several messages for Mr. ******* and have not received a return call. I am waiting to have the fireplace flsnge repaired before I have the walls and floors repaired.

  

  Business response

  10/06/2022

   

  I am in receipt of the complaint filed by **************.  ************** contacted our office to advise of a leak around the chimney.  He stated that he had contacted Serve Pro and that they had started mitigation of the site.  We sent our crew to the home for an inspection. At that time we were asked not to disassemble any of the siding or flashing, and not to start any repairs, so we were only able to do a visual inspection and to photograph the area of concern.
  ************** told us that we would have to coordinate with *********************** at Serve Pro to schedule a start to address this mater. We left many messages for Serve Pro and received no call back.   ************** called us back and asked when we were going to come down. I told him that we were waiting to hear back from Serve Pro.  ************** stated that Serve Pro was no longer taking the lead on this repair and that we should now be contacting ***************************** at Dominion restoration. We then reached out to Dominion Restoration with no success.
  Upon reviewing this complaint, I reached back out to ***************  He advised that he too could not get a call back from Serve Pro or Dominion Restoration.  I asked him why he felt the need to file a complaint against us if we were only doing as he had asked.  He agreed and stated that he felt that everyone was giving him the run around. I told him that we were always ready to service him but were not permitted to do so. I ask if he would allow us to start repairs. He stated that he had contracted with another company to do all of the work and that he did not wish for us to return.   I told him that he has never given us an opportunity and that we are willing to correct any deficiencies in our work. He then stated that he would be willing to allow us to come back out.
  I feel that this complaint is misdirected and should not reflect on our BBB profile in any way.

  Customer response

  10/08/2022

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.] I disagree that ***** says they were not given a chance to resolve this issue. I called them July 10 or 11 to discuss the issue. We received a call a gentleman a few days later who told us he didn't have a ladder and couldn't check on problem. I started calling AAPCO and spoke with Mr. ****** and he would send someone to come outt. No one ever came. I called Mr. ****** and let several messages and never received a return call. 

  I do think there was a king with ***** regarding us having contractor. We do have a contractor waiting to fix the inside walls,but are waiting for the cause of the leak to be repaired by AAPCO. 

  We are waiting for a call back from ***** to schedule a time to come to our home. It is now more than 2months since we first contacted them

  
  Regards,

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

  
  

  

  Business response

  11/01/2022

  An installer went out on 10/24 and sealed the flashing, siding, and the roof. It was decided by the consumer to wait on the repairs for the interior so inclement weather can come and make sure that all the repairs were done properly. 

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had new windows and sliding glass door installed. I noticed a few months ago an awful smell when it rained. My husband pulled back the insulation in the basement and discovered mold growing. Water is running into my house under the siding at my slider. I called the company and they sent a technician. He stated the damage is worse than they thought, confirmed the problem was the slider, and explained what they need to do to fix it. I didn't hear anything from the company after his visit, so I contacted them again. They wanted to send another technician. A different technician came out a week ago. No word from the company yet even though I have messaged them. It has been a month since we first made contact. The mold continues grow and cause damage to my house. They are not responsive.

  

  Business response

  09/09/2022

  AAPCO is more than willing to come out and make the necessary repairs that need to be made. We have been corresponding with the consumer and she indicated multiple times that she wants another company to come out and make the repairs. The consumer does have a workmanship warranty through AAPCO for any work that we do. If another company comes out and does any work the workmanship warranty will be voided. A contract was sided and within the contract it states that we will not cover the cost of another contractor to come out and make repairs. If the consumer would like for us to come out and make the repairs please contact us and we can get that scheduled. 

• Initial Complaint

  05/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Contract drafted with AAPCO for Siding project January 8th 2022 200 Brooks Rd Richmond 23223 for $****** January 17th Contractor offered to upgrade materials at no additional charge. Verbally explained benefits and warranty then sent an email to confirm switch to new materials no contract was signed just an email saying the switch was okay February 8th Field supervisor ***** and crew ****** and **** begin work. Many deficiencies were found and brought to the attention of *****. 10:23am not even 2 hours after work commenced **** ******** Sales rep sent an email for money owed. There was still old siding in place at this time and there was no way that this was an accurate or measured amount of material. The issues brought to attention regarding the furring strips, caulk and trim were not addressed and we were put in contact with General Manager **** ******* **** came to our home and told us the work was "normal" and denied the deficiencies before raising his voice and threatening my partner saying "you're lucky I'm a better man than I was 5 years ago" February 22nd **** ******* Vice President of Sales and Marketing visited the home and acknowledged poor craftsmanship, missing straps and improper installation . "Addendum" was drafted March 2nd AAPCO attempted to make improvements to the siding project with the initial crew March 3rd Mosaic Financing Complaint Acknowledgment 01970442 March 8th ***** ****** Vice President of Operations acknowledged the improper installation April 19th-29th A new field supervisor ***** oversees improvements to installation with a new crew led by *******. Issues with trim and caulking remain April 27th Attempted contact with ***** ****** via email to address issues April 29th Attempted contact via phone April 30th emailed ***** ****** May 2nd second complaint filed with Mosaic and BBB I would like a billing adjustment to compensate for the caulk and trim work to be done properly as AAPCO has failed to do so with reasonable care

  

  Business response

  05/19/2022

  Good morning,

  I have reviewed the complaint and met with the consumer. While some on the concerns expressed in the complaint I am aware and working to address, others and already been addressed. The photos attached are not all a true representation of the home as it is at the time of filing this complaint. Some of the concerns are without merit and are based on unrealistic expectations, frustration and distrust.  

  The consumer reached out to the manufacturer and distributer who agreed to met at the home for a site inspection.  We all met this week and agreed to a follow up meeting at a later date. 

  We have assured the consumer that we are committed to completing this project in a good and workmanlike manner.  We have also agreed to an extension of the warranty and financial compensation as a gesture of goodwill.   

   

  Sincerely,

  ***** ******

  VP of Operation 

  AAPCO

   

   

   

   

   

   

   

   

   

   

   

   

   

   

   

*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. ↩