Complaints

This profile includes complaints for Our World Energy LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Our World Energy LLC

  2501 W Phelps Rd Phoenix, AZ 85023

  
• 

  Our World Energy

  2604 Princeton Dr NE Albuquerque, NM 87107

• 

  Our World Energy LLC

  12305 Mercantile Ave Ste B El Paso, TX 79928

• 

  Our World Energy LLC

  3250 W 72nd Ave Westminster, CO 80030

  

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:02/27/2025

  Type:Billing 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 system from Our World enegery
  on 5/2024. During my call with the salesman I was told that
  there is a 30% tax credit on the system that I could either
  keep or put back toward my loan. I was told that if I kept it,
  my monthly payment would go up about $90.00, but if I put
  it back toward my loan, the payments would stay the same. I
  was also told that the system should produce enough energy
  to off set most of my regular electric bill as they based the
  number of panels in the system on my previous bills. It took
  them until 10/30/2024 to actually get the system up and
  running.
  Since it has been up and running my regular electric bill has
  only dropped about $20.00 a month. THen on top of that,
  when I started working on my incone taxes, I found out the
  30% tax credit is non refundable. So now the payments on
  my system is going to go up and my regular electric bill has
  not gone down significantly, so I will be paying about 3
  times as much as just my regular electric bill was before. I
  have also found out that the solar panels theyl put up cost
  around $300 each. So that would be around $6,000. My
  system cost me over $49,000. I did an online estimate from
  another company and they came up with I would need 22
  panels and it would cost around $29,000. I feel as though I
  was totally ripped off.

  

  Business Response

  Date: 03/07/2025

  Hi ********
  We’ve reviewed your concerns and also taken a look at your most recent account notes. It appears you've already been in contact with our customer service team to address some of these matters. However, we would still like to respond to the concerns you gave submitted on BBB. Regarding the tax credit, please note that while we’re unable to offer assistance with tax-related questions (as we are not tax professionals), we understand that the credit is calculated when you file your taxes. Unfortunately, we cannot guarantee any specific amount for the tax credit, nor make promises on that front. As for your utility bill, we would be happy to review it and help you understand the charges. Please feel free to reach out to us, and we’ll go over everything in detail. In terms of system pricing, please note that our role as installers does not involve setting the initial contract price. Pricing was discussed and agreed upon with your sales representative. We understand you’ve done your own calculations online and found a lower price, but there are several factors—beyond just the cost of the panels—that contribute to the overall pricing of a solar project. These include materials, labor, permits, inspections, and other necessary components. If you need further clarification on any of these points, please don’t hesitate to contact us. We’re here to help!
  
  

  Customer Answer

  Date: 03/07/2025

  While I understand that you are not tax professionals, that does not excuse the fact that I was flat out lied to in being told that I would either be able to keep the credit or put it back towards the financing of the panels. I am sure it was known by you that it was a non refundable credit. I discussed with my salesman that I was thinking about paying off my house with the money, which would have been a perfect opportunity to advise me that it is a nonrefundable credit. As far as the pricing goes, I was never given any kind of breakdown as to what all the different components of the price were. I also think it is rather reavealing within a couple months of purchasing the system, my salesman was no longer working for the company. I can't imagine that the installation and whatever else othe than the cost of the panels would be almost $20,000. It only took them 1 day to install them. I am also not unaware of the fact that once they are installed, you can not cancel, which, I am sure is why it only took a couple weeks to get them installed, and then took 5 months to get them actually working.  I think the whole situation is extremely shady and unprofessional. I would be willing to drop this whole thing if I was given a Powerwall 3 installed at no additional charge.

  

  Business Response

  Date: 04/10/2025

  It can be difficult for us to confirm the exact details of conversations that may have taken place at the time of sale. For that reason, we always refer to the signed documentation, which outlines project details. We understand that eligibility for tax credits can vary per individual, and consulting a licensed CPA at the beginning of the project is strongly encouraged which the proposal clearly states, please see attachment. In regard to the project pricing, our contracts do not itemize every individual component. Instead, they list the installation of the specified module type, number of panels, inverters, and racking — but does not include permit fees, utility application fees, additional labor, or specialty materials. While we partner with different dealers to bring solar to more homeowners, we do not have direct control over which dealer they decide to work with. However, we do our best to support all installations with clear processes and consistent quality standards with all of our partner. As for your concerns about project timeline, we want to emphasize that once installation is complete, there are multiple steps that must occur before your system is operational; including final inspections and approvals from your utility and the local jurisdiction, both of which operate on their own timelines. Your project also required additional electrical work, which added further coordination with these entities and may have contributed to extended timelines. Lastly, we are unable to fulfill this request for a complimentary installation to a Powerwall 3. While we value your satisfaction, we do not have grounds to provide such a costly component at no additional charge. We genuinely value your business and want to ensure you’re well-supported throughout your solar journey. If you have any additional questions, we welcome your call or email anytime.

  Customer Answer

  Date: 04/10/2025

  I do not accept their explanations. I want this complaint registered, filed or whatever. While I realize they are not going to do anything, I want other people to know that this company is not reputable and to research other options before using this company for their solar needs.

• Initial Complaint

  Date:02/19/2025

  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.

  THIS COMPANY INSTALLED SOLAR PANELS AT MY HOME AND THEY HAVE NEVER WORKED THEY SEND PEOPLE TO FIX THEM, BUT NEVER HAVE GOT THEM TO WORK

  

  Business Response

  Date: 03/04/2025

  Hi *****,
  Weve reviewed your account and noted that during the last technician visit to your property, the technician confirmed that the system was operating normally. However, it was found that the CTs were not reporting correctly. At that time, you chose not to allow the technician to address the issue, and mentioned that you were no longer interested in any further work on the panels.
  Following this, we reached out to you via email to ensure your concerns were addressed and to inform you that we would not send another technician unless we had your consent to proceed.
  If youd like to move forward, please contact us directly to request a service visit, and well be happy to coordinate with you to resolve the issue with the CTs.

• Initial Complaint

  Date:02/19/2025

  Type:Order 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.

  On November 2, 2023 I entered an agreement to have solar installed on my house.The plan is ****** per month for the first year then goes up every year. I was ok with that. But since then I have not seen any savings. Not only am I paying ******, currently I am also continuing to pay an electrical bill. The solar company guaranteed me 120% coverage which means I should be seeing some monies saved on my electrical bill. Which did happen for the first three months. Now it just gets higher and higher. I have requested multiple times for OWE (Our World Energy ) to send a technician, however I am told because the system is working on their end they don't need to send a technician. I am well aware that the system is working, however it is not working according to their contractual promise.

  

  Business Response

  Date: 03/04/2025

  Hi *******,
  Weve reviewed your account with us and noticed that youve been in contact with one of our representatives regarding concerns about your utility bill. I just want to clarify that as your installers for this solar project, we are not fully responsible for any promises made by your sales representative. If there were any commitments made, they would need to be confirmed with them directly. We do have a contact on file, and we can reach out to them for further clarification on what was discussed during the sales process regarding your bill expectations. Regarding the system itself, we can confirm that it is operational and producing as expected, so no service visit is necessary at this time. However, wed be happy to assist you by reviewing your utility bills or performing a production audit to give you a detailed breakdown of your system's performance. 

  Customer Answer

  Date: 03/05/2025

  I have asked them to come out multiple times to reassess  the unit. We would also like them to share with us the sales teams info/name they use. There was multiple companies going around selling their products and we arent entirely sure which company we used.

  

  Business Response

  Date: 03/10/2025

  *******, we can certainly send someone out to inspect your system if theres an issue that needs to be addressed. Please keep in mind that sometimes the problem you're experiencing may not be related to the system itself and could be due to other factors. Regarding the sales information you're requesting, wed be happy to assist. Just give us a call, and a representative will be able to provide it. Please note, however, that certain personal information may not be available, but the representative can request permission from upper management if needed
  

• Initial Complaint

  Date:02/13/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  My solar panels were installed on 10/04/2024. Since that time I have had multiple service calls between OWE and the electric company ***. It took almost 30 days before I received the first visit from *** and then another few weeks after that before a tech from OWE came to connect the switch, only to be told that the switch was bad. OWE then had to order another switch, and *** came back a couple of weeks later and the *** tech had no clue what he was supposed to do. He said he was coming to do final inspection, but could not complete that because the meter set up did not look correct. So again, OWE had to come back (2 weeks later) and explain to me exactly what *** needed to do when they came back. The OWE technician ***** was really nice and informational, but now I am sitting and waiting for *** to come back to do the final inspection and install the solar meter. I am not someone who files these kind of complaints, but I just feel as if I have had the run around this whole time. My experience has been extremely disappointing, and the customer service I have received has not been what I would expect from either OWE and ***. When I signed up for service through my sales rep **** *******, I was told that the entire install should take approx 90 days. It is now four months later. I do not think it should take this long to get my system working. I would like a resolution of this matter and would like to have escalation to *** regarding final inspection and solar meter installation, so that my system can be turned on.

  

  Business Response

  Date: 02/20/2025

  We sincerely apologize for the frustration and delays youve encountered. We completely understand how disappointing it is to face such setbacks, especially when you were given an initial timeline. We also apologize for the lack of communication and the confusion between OWE and APS, which has clearly caused unnecessary delays. We are currently working with *** to get this all situated and have your system activated as soon as we can.
  
  Were glad to hear that ***** was helpful and informative, but we know that isnt enough given the situation youve been through. Please know that we take this very seriously, and we will immediately escalate your case to APS to push for the final inspection and solar meter installation.
  
  We truly appreciate your patience, and were committed to making this right for you. We will follow up with you directly to provide updates and ensure you get the resolution you deserve. Thank you again for your feedbackit helps us improve our processes moving forward.

  Customer Answer

  Date: 02/20/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ******
  
   
  

• Initial Complaint

  Date:02/07/2025

  Type:Customer Service 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 purchase a Solar System adding to my old system in March of 2024. I continue to see a bill with my APS And I was not supposed to have a bill so I contacted one world energy. I asked how many panels they applied to my roof they told me 30 I asked how many panels are been monitored They said only 30. I then asked about my current solar that I have already had on my roof that has been paid and bought. The Salesman came to my house explained to me that they were adding more panels to my home. I took a $57000 loan out. Assuming I was getting a new Solar System but adding more panels to find out. This was not true he turned off my current solar did not in up adding more solar. The salesman mentioned. They will be issuinge out a check as our soldier will be off for a few months. That was untrue we've never received a check. We paid full bill to **. S during the time solar was on. On february first I decided to call to get some more information regarding why I Had a bill. When they gave me the information I was done. I've never felt so defeated. I've been scammed for $57000. And a Solar System that I did not need. All I was looking for was to add to my system. I am looking for someone to call me back and explain how this can happen to an individual. Your salesman sold lies. All I'm looking. For is to get out of my contract and you can take your solar off. This has become a financial burden to me as a company.This should not have happened to anyone. If this does not get resolved, I will be seeking others resources to help with this matter. Thank you ****** ******

  

  Business Response

  Date: 02/13/2025

  Dear ******,
  Thank you for reaching out to share your concerns. We deeply apologize for the confusion and frustration you've experienced regarding your solar system installation. This is certainly not the experience we want our customers to have, and we understand how upsetting this situation is for you. Please rest assured that a representative has been assigned to your matter, and we will be reaching out to you soon to gather more information and better understand your concerns. We take your feedback very seriously and are committed to addressing this issue in a timely and thorough manner. We want to ensure that your concerns are resolved and that we can work together to find a satisfactory solution. Once again, we truly apologize for any inconvenience this has caused, and we appreciate your patience as we work to resolve this matter.

• Initial Complaint

  Date:01/28/2025

  Type:Customer Service 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.

  This company said that our roof was in good shape and put solar panels on it (march 2024). Now we are trying to sell our house, and the roof inspector states that the roof will need to be replaced. I have tried to get a copy of the roof inspection done by the solar company and get ahold of them to ask for them to remove/replace the solar panels for free so that the buyers can have the roof replaced since they are assuming the solar loan. The company will not email or call me back. I get a voice message every time I call. They also placed solar panels on top of wires that went to our security cameras. This severed the wires and we had to have this repaired. I asked the solar company to reply to this and have heard nothing from them.

  

  Business Response

  Date: 02/04/2025

  Thank you for sharing your feedback. We genuinely apologize for the frustrations youve experienced. We understand how important it is to ensure the roof is in good condition, especially when selling a home.
  Regarding the roof inspection, our team did confirm that the roof was in good shape at the time of the installation, and weve reviewed the situation thoroughly. At this point, we do not cover the removal and reinstallation of the solar panels for roof repairs. However, we are currently in communication with you and have scheduled a roof inspection visit to assess the issue further. We truly appreciate your patience as we work to address these concerns, and well be in touch soon.
  If you have any further questions or need clarification, please feel free to reach out.

  Customer Answer

  Date: 02/04/2025

  The company was supposed to arrange for a 3rd party roof inspection to occur and they have not contacted me to schedule that.  

  

  Business Response

  Date: 02/13/2025

  *****, we are working on getting this resolved for you. Your request are being reviewed by our team, we will be in contact with you for any information or updates. 

• Initial Complaint

  Date:01/27/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 November of 2024, we had come to an agreement to have solar installed on our home. In December of 2024, the panels were installed, but it was found that my electrical box needed an upgrade. Our World Energy offered to perform the upgrades at their cost. I thought that they would contract a company to do so, but they did the work themselves. After the "upgrade", my stove and range, and the thermostat to my home no longer worked. The thermostat does not power on at all. The dials and gauges work on my range and stove, but the oven and range do not get hot. I contacted a *** from Our World Energy, and they had a tech. come do some troubleshooting. The technician said that the proper voltage was being provided and that maybe whoever installed the outlets for me didn't install them correctly.WRONG. We had been in our home with the same appliances for a year and they worked fine until Our World Energy "upgraded" our breaker box. We did not have any work done to any outlets ever. We then had a service tech. come check out our appliances. The appliances and components all checked out fine. He then checked the outlets and saw that we were not getting proper voltage out of our outlets. The oven requires 240 volts and it is providing 122 volts. The outlet for the washer was providing with 120 volts to one pole. He did not touch the breaker box, because he is not allowed to, but he said that it appears that they "borrowed" power from other areas to provide the power they needed, causing my outlets to not work properly. I don't know much about electrical, but that sounds absolutely dangerous. It has been a nightmare trying to get them to correct their wrongdoing.

  

  Business Response

  Date: 02/10/2025

  Dear ****,
  Thank you for bringing this to our attention. We understand how frustrating this situation must be, and we want to assure you that we are taking your concerns seriously.
  We are currently reaching out to our project manager to assist in addressing the issues you've outlined, particularly regarding the electrical work and the malfunctioning appliances. Our priority is to resolve this matter quickly and safely.
  We will continue to investigate the situation and will get back to you as soon as we have any updates. We appreciate your patience as we work to find a solution and ensure everything is properly addressed.
  Please don't hesitate to contact us if you have any further questions in the meantime.

  Customer Answer

  Date: 02/13/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  **** *******
  
   
  

• Initial Complaint

  Date:01/24/2025

  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.

  This began back in February 2024, I was sold solar panels. Rather leased them, however there were constant delays, excuses and issues that couldnt be described to me when asked for elaboration. This leads to January 2025, the panels were finally approved for use after them dropping the ball. Upon approval for activation, the whole process was done incorrectly. Today they were supposed to come and finally fix it, and shocker, they inexplicably canceled again. This business not only has lied to me and taken advantage of the solar craze, but have been unprofessional about it the entire time. I dont want others to fall into this trap and I am enraged at the loss of time money and respect I was given.

  

  Business Response

  Date: 01/30/2025

  Hello *****,
  Thank you for sharing your concerns. Please know that we take them seriously, and weve already established a direct line of communication to ensure your issues are addressed promptly.
  We have scheduled the necessary services to resolve the activation and installation problems youve described, and were committed to making things right. Our goal is to provide you with a smooth and reliable solar experience moving forward. We truly appreciate your patience, and we are dedicated to regaining your trust and satisfaction.
  We apologize for any frustration youve experienced, and we want to ensure that we make things right for you.
  If you have any further questions or need additional assistance, please dont hesitate to reach out directlywere here to help.

• Initial Complaint

  Date:01/22/2025

  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.

  A sales ***resentative lied to me and my wife regarding the cost of the solar panels. During his time at my house he responded to dozens of questions regarding the cost of the solar panels, stating they were entirely free and we would never see a bill due to an Arizona program to encourage the use of solar panels. I specifically asked if we would have a monthly bill and if the cost of the panels would be something that I would need to sell along with my house. The sales *** ***eatedly stated that there was no cost at all. Fast forward to the panels now being on my house and I just received a bill for $250.00, which looks to be a monthly bill from their company for a 25 year lease. I would have never signed up for this added expense. For context, my energy bill from *** in December was approximately $50.00 less than it was this time last year, except now I have to pay an additional $250.00 for the panels, meaning my energy bill is now $200.00 more expensive than it was this time last year. I would like the company to come and take back their solar panels as soon as possible, ***air any damage done to my roof and refund me any money paid to date. I have tried calling them several times now and have not been able to reach a manager to discuss my complaint. I am still waiting on a call back.

  

  Business Response

  Date: 01/29/2025

  Hello Mr. ****************** you for taking the time to share your feedback, and we sincerely apologize for the frustration and confusion this situation has caused you.
  After reviewing your account and confirming the details of your contract, it appears that the solar panels were financed through a loan agreement, which you signed prior to installation. Unfortunately, because this loan outlines a lease structure and associated costs, we are unable to reverse the financial terms or remove the system without violating the agreement.
  While we cannot adjust or cancel the terms of the loan, we would be happy to provide you with detailed guidance on how the loan payments and program work. If you have any additional questions about your monthly bills, or if youd like clarification on any part of the agreement, please dont hesitate to reach out.
  We also want to assure you that we are committed to providing the best customer service possible. Wed be happy to help connect you with the appropriate finance or loan representative to discuss potential solutions or explore other options if you feel the terms need adjustment. Our team is here to support you in navigating the next steps and to ensure you have all the information you need.
  We truly regret that this situation has left you feeling frustrated and appreciate your understanding. If youd like to continue the discussion or have any further concerns, we are happy to assist in any way we can.
  Thank you again for your patience, and we look forward to helping you resolve this matter.

  Customer Answer

  Date: 01/29/2025

  Thank you for your response, but I saw no acknowledgement of culpability from your company or any offer to help with the costs associated with breaking this lease. I understand due diligence was missed by me in this process. I trusted the sales ***resentative that your company employs and he misled me and lied directly to me about the associated costs of the solar panels. When pressed to sign the documents I did so without taking the time I should have, trusting the sales *** was telling me the truth. The thing is, its not like he just got the information wrong, he flat out lied to me and my wife, and for that your company needs to share the culpability.  I am currently awaiting a response from *********, the company who holds the lease for the solar panels. They are going to send me the costs of terminating the lease. Once I have that information in hand I will be reaching out to your company for assistance with that bill. Additionally, I expect your company to promptly remove the solar panels from my property, at no charge, once the lease has been cancelled. If your company will do that, I will mark this issue as resolved. 

  Regards,

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

  

  Business Response

  Date: 02/07/2025

  Dear *****,
  We are here to assist you once you have heard back from **********. As this situation involves coordination with your finance company, we want to ensure that any necessary changes on our end are promptly addressed. Please don't hesitate to reach out, and we will gladly provide any support you may need.
  Rest assured, this matter has been noted as a priority, and we will ensure that a manager is closely involved to resolve your concern.
  Thank you for your patience and understanding.

• Initial Complaint

  Date:01/14/2025

  Type:Order 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 signed a contract with Our World Energy (OWE) in October 2024 to install a whole home solar system with a battery backup. We paid $17,205.00 for the complete solar system. The system was finally installed on October 31, 2024. We still don't have a working system in January 2025. I have been paying for a system that isn't running or producing any power.The final inspection to get the permission to operate has been canceled three times on November 21st, December 12th and January 14th. Its been always via a text message by ******** **** at the end of business hours. I received a check for $150.00 in December 2024 for the second cancellation inconvenience. However, texting after business hours to cancel less than 24 hours before is disrespectful. Their lack of planning has added a lot of unnecessary stress to us.This constant rescheduling is unethical. *** is not following through with their contract. Their ethics are questionable. In the meantime, am still paying to the electric company and for a solar system that I cannot use. Therefore, I should get reimbursement for the three months (and counting) of electricity payments and $1,000.00 for losing money on power production, taking time from work and emotional distress.Evidently, my situation is not a priority for OWE because they have been paid the full amount. As a result, they are no longer acting in good faith. The next step from OWE shall be focused on passing the final inspection and securing approval to activate my system no later than January 29, 2025. I am hoping this can be resolved with BBB intervention.

  

  Business Response

  Date: 01/17/2025

  Dear Evia,
  First and foremost, I want to sincerely apologize for the frustration and inconvenience youve experienced regarding the installation and activation of your solar system. This is absolutely not the level of service we aim to provide, and we take your concerns very seriously.
  We recognize that the repeated cancellations of the final inspection have caused a significant amount of disruption, and we deeply regret the impact this has had on your schedule. We acknowledge that the manner in which these cancellations were communicatedvia text messages at the end of business hourswas not professional, and we apologize for that. 
  Regarding the delays, I want to assure you that we are actively working to resolve the situation and ensure your system is up and running as soon as possible. We are committed to passing the final inspection and securing permission to operate. Your project is a priority, and we are doing everything we can to expedite this process.
  In addition to resolving the operational issues, we understand that youve incurred unnecessary costs and stress during this time. While we cannot retroactively change the past, we will be looking into options for compensation as a goodwill gesture for the inconvenience. Please expect a follow-up from our team to discuss these details further.
  Again, we truly regret the negative experience youve had and appreciate your patience as we work to resolve this. We value your business and are committed to making things right. If you have any further concerns or questions, please dont hesitate to reach out directly.
  Thank you for your understanding. We will be in touch soon.