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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/10/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Advanced **************************** installed a 41K system on our home in 2016 approximately. When they installed the system they did not put the micro inverters in the correct place according to the array map and information that Enphase goes off of. I have a micro inverter that needs to be replaced that was sent to me by Enphase and other issues regarding power with several of the other micro inverters that requires having tests done. However, I found out that the only way to replace the micro inverter and test the others will require having all of the panels removed and checked which will cost me upwards of ******* or more. I have attempted at least 10 times to have Advanced Solar handle this issue by at the very least providing me the map of where they put the micro inverters but all they want to seem to discuss is why Enphase communicated with me at all. This is Advanced Solars mess up and they need to come and take care of their mistake instead of me having to deal with it. I cannot get anyone to call me back from the *************** office and the ***************** office is now unwilling to assist me. There was a great deal of money spent on this system! The micro inverters and the panels are under warranty.Customer response
11/16/2023
Better Business Bureau:The company has satisfied the issue at this time.
Sincerely,
**********************************Initial Complaint
12/20/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Solar heater was repaired by their tech on 12/18/22.I spoke to tech about an actuator effecting heating, and stopping waterfall.Told him actuator valve was replaced 1 year ago and was working ok Asked him to check the flow value from roof and to realign solar heating tubes moved by hurricane.He did not align tubes, nor check return flow valve. Replaced working actuator and reset panel Later that day the pool motor became overloaded, backing up water, making loud noises and overflowing filter to leak Called immediately and called 4 other times since service call, leaving messages and waiting for service manager to answer or return call Pool still malfunctioning, and manager does not respond nor call back
Business response
12/20/2022
****************,
We apologize for this error, we have reached out to return your call but have had no luck reaching you. We will be returning to your house on December 22nd to address your issues and fix the problem.
Thank you,
Advance Solar
Customer response
12/28/2022
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
08/26/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On 4/20/2022, Company was contacted to repair pin hole leak in PVC pipe supplying ********************** heated water to my swimming pool. No service was ever preformed, my phone calls were met we continuous delays stating no one was in my area to service my system. After 3 weeks of losing use of my pool, I contacted another party who responded and made the repair. The solar company eventually sent me a list of components to rebuild my system which did not include labor. They billed me $160.00 to pay for the estimate. I do not feel responsible for that charge. The solar company now has retained a Lawer to collect the $160. (Actual repair was $75.00 for parts and labor)Business response
09/14/2022
We zeroed out ****'s bill, the service call was billable and agreed to but where the problem wasn't resolved we decided to take care of the bill. We have informed **** of this.Initial Complaint
06/22/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I found error messages relating to 5 of my solar panels' micro-inverters. I reached out to the manufacturer who confirmed the cause and sent me the replacement parts under warranty. I then reached out to Advance Solar & Spa to provide the labor. I agreed to the price of $125 to come up and $25 per microinverter replacement, ($125) totaling $250. They then sent me what appears to be an inhouse document to sign, guaranteeing payment which I refused to sign as it has never been required before. I was told it is required for them to be reimbursed. If I already got the parts and I agreed to pay the labor, there is no reimbursement due to them from the manufacturer and thus the form is not required, A week ago, via phone, I was told by Brian, of Advance Solar & Spa that he would see what he could get management to do. To date I have heard nothing. Desired remedies for this issue are to get the parts replaced by June 30,2022 and as Advance Solar & Spa has demonstrated a lack of trust and customer service, with my right of first refusal, to sell my account to another local vendor for the future servicing of my solar systemsBusiness response
08/25/2022
Business Response /* (1000, 9, 2022/08/11) */ Contact Name and Title: Brian Reznor Contact Phone: 2399397446 Contact Email: ******************** We took care of the customers problem despite him refusing to sign the agreement and now the customer is free to work with anyone he would like. This complaint should be taken down at this time because we did everything in our power to appease him and did. The reasonable request of requesting a signed agreement is something we do with all customers.Initial Complaint
11/30/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Resolved
I purchased solar from Advance Solar & Spa in 2014 Over the years they have dispatched technicians to perform work under the 25 year warranty. When I most recently had a problem with my system I called Advance Solar & Spa. They came and made the repair under warranty. A few weeks later I receive a bill for $149 for the visit. I replied explaining that this is not the first warranty repair visit they have made but it is the first time they have charged me for such a call AND had not mentioned said charge prior to the bill I received via mail. Several emails have been passed back and forth with nothing now for a few months leading me to believe it had been resolved. Today, November 30, 2021 I received a phone call from Advance Solar & Spa asking when I intend to resolve my debt with them. I replied that I do not have any outstanding debt with them and explained again that there had never been a $149 charge before on calls to do warranty work nor had I been told of the charge prior to the work being done, nor was any payment requested by the technician when the repair had been made. I was threatened/informed by the young lady on the phone that they were going to proceed and put a lein on my property for the unpaid amount.Business response
12/17/2021
Business Response /* (1000, 5, 2021/12/07) */ Contact Name and Title: Brian Contact Phone: ******************** Contact Email: ******************** This was a mistake in our billing department, Mr. ******** is at a $0 balance and I have already contacted him to let him know and apologize. Consumer Response /* (2000, 7, 2021/12/07) */ Received a call from Advance Solar & Spa, (*****) who told me the issue had been resolved, I have a $0 balance and the call was made in error by a new employee. Additionally, ***** told me that I would be receiving a gift card to a local eating establishment as an apology for this erroneous call to which I said thank you but not necessary. He said it is on its way and I again thanked him. Advance Solar took quick action to resolve this issue.
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Customer Complaints Summary
5 total complaints in the last 3 years.
0 complaints closed in the last 12 months.