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

  3250 W 72nd Ave Westminster, CO 80030

  
• 

  Our World Energy LLC

  12305 Mercantile Ave Ste B El Paso, TX 79928

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:01/10/2025

  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.

  In September 2024 we met with ******** ********* Solar Consultant for Our World Energy. We have solar panels already installed by a previous company and had issues with them as well. He made open promises and guarantees that his company was different and even told us that we could back out anytime before the solar system was turned on. Project Manager is ****** ****** and she is worthless. All inspections have failed due to their unprofessionalism and excuses that are no fault to us. They left the trenches open which we have 3 dogs and was hazardous and after numerous requests to have them filled one inspection failed due to not having them filled. The 70 amp breaker was not installed, the paperwork for the inspection went missing and fell into the trench and when they covered it, they left the paperwork in the trench. Per a phone conversation with a tech he said that I was being ridiculous. The inconsistencies in providing updates and next steps have been highly disappointing, and it feels as though there has been a lack of dedication to resolving the issues weve repeatedly raised. The lack of transparency and responsiveness is unacceptable, and we now require immediate clarification and resolution. We are deeply concerned about the ongoing issues and lack of professionalism demonstrated by them throughout this process. The delays and failure to activate our previously installed solar system have resulted in financial losses. Given this situation, we believe compensation is warranted to address the financial impact caused by these delays. We are now into January with no inspection date. Previous panels and these new panels are not on. We requested a written letter multiple times what steps the techs completed, written explanation for the repeated inspection failures, reason the hazardous trench's were not filled or covered. We have ring cameras with recordings of them lying to us and their employees bashing the ** as well.

  

  Business Response

  Date: 01/13/2025

  Dear *****,
  
  Thank you for taking the time to share your feedback. We sincerely apologize for the frustration and inconvenience you have experienced with our service. It is never our intention to cause our customers any distress, and we take your concerns very seriously.
  
  First and foremost, we want to acknowledge the issues you've raised regarding the delays, unfilled trenches, and failures in inspections. The safety and well-being of our customers, their property, and their families including pets are always a top priority for us. We deeply regret that the conditions around your installation did not meet our usual standards, and we understand your concerns about the potential hazards posed by the open trenches.
  
  We also understand how critical clear communication is, especially when there are repeated issues. We apologize for any inconsistencies in the updates you received and the lack of response to your requests for clarification. This is certainly not the level of service we strive to provide, and we will investigate why you were not given the transparency and attention you deserve.
  
  Our goal is to ensure your system is up and running without further delays. We will review the circumstances surrounding each of these issues, including your request for a written explanation of the steps completed and any failures in the inspection process.
  
  As a company, we take responsibility for our actions and will work with you to ensure that these problems are rectified promptly.
  
  Please expect to hear from us shortly to schedule a resolution. Our team will reach out to discuss the next steps and provide you with the necessary information to ensure this matter is fully addressed. We truly value your business and are committed to restoring your trust.
  
  Thank you for your patience and understanding.

  Customer Answer

  Date: 01/13/2025

  We acknowledge the response but will not accept to have this closed until contacted, the issues, the resolutions for compensation, and documentation we requested have been received. 
  Thank you 

  

  Business Response

  Date: 04/10/2025

  You have been in communication with a project manager which has offered a reimbursement check to be sent out after you have completed the welcome call with Dividend in which you have not done so. Please advise when this well be completed. Also, the reimbursements offered was for one month of utility bill - if you have additional reimbursement requests please list them for review. Thank you.  

• Initial Complaint

  Date:01/02/2025

  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.

  I had them Our World Energy install a solar array on my property in August. I was sold/told the system was sized to supply a surplus of electricity, but it is not. Now, I am paying more than I was to the power company, and I still get billed by *** every month. I am unable to reach anyone related to the installation. I did reach someone who told me they would get back to me next week.

  

  Business Response

  Date: 01/06/2025

  Hi ******,
  Weve reviewed your account and have reached out to our sales team regarding your system. As the installer, we installed the system size as outlined in your contract. However, if youre interested in discussing the system size further or potentially adding more panels, we can have the sales team reach out to you directly.
  Please feel free to contact us at ************ if you'd like to speak with an OWE representative for further updates or clarification.
  

• Initial Complaint

  Date:12/14/2024

  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.

  I recently bought a house and I already closed on the house. I am unable to get ahold of the sellers to transfer the solar account to my name. I have the solar loan in my name already and I am currently making payments. Our world solar will not transfer the panels into my name (new buyer of the house) without a 3 way call with them, my self , and the seller. There must be a better way to transfer the solar into my name. Such as, going off of the loan agreement stritctly from the solar.. or my escrow number saying that I now own the house.

  

  Business Response

  Date: 12/19/2024

  Dear ******,
  Thank you for bringing your concern to our attention. We have reviewed your request, but we were unable to locate the account you referenced as the property address was not included in your complaint details. We are eager to assist you and ensure all your questions are addressed. There is a process for transferring accounts, and we'd be happy to walk you through it. Please contact us at ************ to speak with one of our representatives at your earliest convenience. We look forward to resolving this matter for you.

  Customer Answer

  Date: 12/19/2024

  I was made aware of the transfer procedure that required the seller, my self, and our world in a 3 way call. However, I have been unsuccessful in reaching the seller to do so. The house is already in my name. I am currently paying on the panels and due to your inadequate procedures I am unable to transfer it to my name.

  The street address is ****************************************************************** 

  There must be a better way to transfer these that does not require a call. There was no alternative solutions to transfer the account besides a 3 way conversation. As I have previously stated multiple  times I am unable to reach seller. You have the sellers information to reach out to them. You have also been made aware they were selling the house. If there was a problem with transferring it should have been made aware at closing that would have prevented me from closing on the property. 

  This has added alot of unnecessary stress to an already stressful situation of  buying a house.

  

  Business Response

  Date: 12/23/2024

  Hi ******,
  One of our customer care managers will be reaching out to you via email shortly to assist with transferring the account into your name. Please keep an eye out for their message.
  Thank you for your patience and understanding!

• Initial Complaint

  Date:12/11/2024

  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.

  We were going to have solar installed and was told that they would sent someone to my home to do an assessment saying it would cost me nothing. Next thing I know is I am being constantly called by different people about the project - each with a different story. I was told that they would not go forward until I approved the job then I kept getting calls wanting to start digging. I told them just to cancel because I did not like the way they were dealing with me. I then got a bill from them for $2000.00 on nov. 11 at 11:30 AM and telling me it was due by December 4th. The same day, I got a new invoice for $2500.00 at 5:50 PM and telling me it was due on Dec. 4th (only 4 days away) or I would start incurring interest as well. I sent an E-Mail to them asking which was the right bill and why was there a difference of $500.00 in just a few hours. I heard nothing back from them. I sent the check to them and it was received by them but still has not been cashed. All I got was a call from - yet - another person stating he would try and get the bills cancelled but I had to continue the project. He admitted they had a lot of complaints and their communications were not good so why should I have to pay for their lack of communications within their company? I was told there would be NO cost and that I had to approve the job before they started ( never gave anyone the permission to go ahead with the job) and now, I have been billed $2500.00 because they say they have costs involved with the project - such as permits. I don't know why this company can't get the communications in order and I don't know why I was not told of paying for costs if I cancelled. I would caution anyone wanting to get solar to NOT use this company and if they do - make sure to get EVERYTHING in writing to make sure you are not billed when you were not told you would not be. This is my experience with them and if you use them - all I can say is good luck.

  

  Business Response

  Date: 12/17/2024

  Dear ******,

  Were truly sorry to hear about your concerns. Upon reviewing your account and confirming with your project manager, we want to clarify that the fee in question was not a scam, but rather part of the agreed-upon terms outlined in your contract. Unfortunately, the cancellation period was exceeded, and under the terms of your finance agreement, which is structured as a lease, a flat cancellation fee of $2,500.00 applies. As of now we have received that payment from you and your project is confirmed to be cancelled with Our World Energy. If you have any additional questions or would like further clarification, please dont hesitate to contact us. Were here to help.

• Initial Complaint

  Date:12/10/2024

  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.

  First the salesman offered erroneous finance information. We were told if we were able to have a $5000 buy-down, we could have a 3.99% interested rate and with no buy down the rate would be 9.49% both over 25 years.The finance company reached out to me alarmed at this claim and explained it was a 3.99% financing terms but we owed the amount of our federal rebate in the amount of $12378 by February of 2026. They do not offer buy-downs.Secondly, OurWorld has just failed a 3rd county inspection. We were The wiring running was sub par and not up to code for the hear detector. Also the heat detector was not hard wired into the existing alarm system and improper conduit and lack of a junction box was not placed.We given a 4-6 month time frame for our project. This has now run to over 8 months due to negligence on the part of Our World admittedly by the management of our world.We are running out of time in 2024 and might lose out on both the federal rebate and Xcels rebate if this is not completed promptly. Both of which were the deciding factors on us seeking to go solar, and confirmed we were eligible for in the initial sales meeting.Not to mention that now worried of damage to the roof and house from installation as well from numerous ************* of service were ignored, there was a lack of communication between techs and my account has already been escalated to different managers due to the multiple issues we have had during this process.

  

  Business Response

  Date: 12/16/2024

  Dear *******,
  We sincerely apologize for any delays on our end and understand how this situation may have caused frustration. Please know that your concerns are important to us, and we are actively working alongside your project manager and team members to address them promptly. Your account is now a priority, and we are focused on ensuring progress toward passing the final inspection and securing approval to activate your system. Additionally, we have instructed your project manager to keep you updated on all developments related to your project. Thank you for your continued patience and for giving us the opportunity to move your project forward.

• Initial Complaint

  Date:12/04/2024

  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.

  I was approached by Our World Energy in the first part of September and was pressured to sign up by *** ******* to add to my solar pannels and put in a power wall. They had my original solar pannels disconnect to add theirs which I had no idea was going to happen. Then they have been here 6 different times mostly without notice to fix things because the finance company didn't agree with it but had only given 3 days to change your mind. In the mean time my solar pannels that I pay for every month are not working because of this company. Also my electric bills have been out of control and it is that my original solar pannels can't be used. I have for the last month requested that they just remove their stuff from off my house as I don't like playing this game. My original solar pannels only took two weeks to put in but this has been going on for three months and I am tired of all this and want it to stop as the workers that showed up tonight at 6pm without any warning and blocked off the entire driveway and they stood outside the truck smoking what smelled like weed. I am on a shared driveway and the other person on it get nasty when it is blocked and they have been warned about it yet they continue to do it. I have tried to work with this company but it doesn't work. I just want it to stop and get back to my original plan and be able to budgets because my veterans disability and my age make it hard when people make promises that they have no intention of following. Please get this company to quit going after home owners which they don't care about and **** with businesses which gives then their high rating. Little people like my don't like to be taken advantage of.

  

  Business Response

  Date: 12/09/2024

  Dear ******,
  We sincerely apologize for any inconvenience you may have experienced with your solar project. At Our World Energy, we are committed to addressing your concerns and resolving any miscommunication. One of our managers will be reaching out to you shortly to discuss the matter and explore how we can assist you. Thank you for your patience and understanding.

• Initial Complaint

  Date:11/20/2024

  Type:Order 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.

  On July 10th my wife contract with Our World Energy with N.B. Prior to this we have spoken to many solar companies and even another *** from our world energy D.S. and had it under my name. After speaking with N.B. he did give much more information regarding finance and interest rates. Such as, no interest for 6 months with a 6.99% rate or no interest for 12 month with a 9.49% rate. We chose the higher rate for the free of 12 months due to the larger payments we would be making.They have us the price of $22,000 for the whole system on July 3rd 2024. instead of jumping on it right away. We wanted to think about over the next several days. On July 8th 2024 advised N.B. that we wanted to get things started. On July 10th 2024 We signed the contract, but this time the amount increased to $23,200. N.B. advised me it was due to the rate increase by Sulpher Springs Valley Electric Coop. He then advised me he would send a check of $500 due to the increase that occurred in just 7 days. N.B. from Our World Energy advised that we would get $500 check along with 12 month interest free on the loan through Dividend. We would like the Our World Energy to fulfill and complete this commitment they offered to us.After several attempts to contact to get this resolved. N.B has stopped and ignored my emails and messages. J.N. was the only one to respond and escalate this matter. October 4th 2024, I then receive a call from **** regarding this and I explain everything in detail and sent screenshots to her. She stated she would contact her account manager and would follow up with me on October 7th 2024. November 20 2024, After calling and emailing I still have yet to receive a response or follow up from anyone from Our World Energy.**I was unable to load additional pictures due to size

  

  Business Response

  Date: 12/02/2024

  Dear Mr. ************** sincerely apologize for the inconvenience youve experienced and understand how frustrating this situation must have been for you. Your feedback is extremely important to us, and we want to assure you that we are fully committed to resolving this matter promptly. After reviewing your account, we can confirm that our team is actively working to address and clear up the issue. A member of the Our World Energy team will reach out to you as soon as we have more information to share. We value your patience and understanding as we work to resolve this matter and hope to clear up any miscommunication. If you have additional questions or concerns in the meantime, please dont hesitate to reach out to us directly.

  Customer Answer

  Date: 12/04/2024

  Thank you for responding in helping to resolve this issue. Jaz did call me on 11/27/2024, stating that they will be sending me a check of $500.00 and also stated they are still waiting for a response from the account/finance manager regarding the interest free of 12 Months. 

  But Our World Energy team have always said they are working on this and will get back to me. No one ever follows up or gives me a time frame to resolve this issue. Is this something that can be resolved in 1 month? Or will this take 12 months. With no follow up and the longer this takes, it feels like no one wants to help and/or trying to pass this off to someone else, or hope I drop this and let it go. 

  Again, thank you for the response. But I can not accept this as a resolved issue, until it is resolved. 

  

  Business Response

  Date: 12/09/2024

  Hello Mr. ******** Were glad to hear from you and appreciate your communication with us. Please know that were actively working with the company to find a solution for you. Thank you for your patience and understanding during this process.

  Customer Answer

  Date: 12/14/2024

  
  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. If it is not resolved, I will further escalate this issue. 
  
  Regards,
  
  ******* *******
  
   
  

• Initial Complaint

  Date:11/19/2024

  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.

  Solar Company sold solar installation contract in my home on March 3, 2024. Sales *** stated he would send me a copy of contract at signing and I did not receive the contract until May 23, 2024. A Verbal promise that Solar would be installed before summer months. Sales *** mis***resented by selling me K2 mounting system which does not work on my flat, foam roof. The sales ***resentative mis***resented what he was selling me on many points. Per owe recommendation I spent several thousand dollars unnecessarily ***airing my foam roof for solar install. OWE ***eatedly called me at the 180 completion date and tried to convince me to agree to a totally different ballast mounting system. I received several harassing texts and voice mails at this time. The Ownership Agreement was mis***resented at initial sale, including approximately 10 work days to which I had to take time off of work to be on the property, unpermitted digging a 20 foot, 6 foot deep trench left open all summer. *** blamed me for delaying install when I worked in good faith to give access to the property for project completion.Sept 9th (after 180 day period) I sent OWE an email to no longer contact me, based on continued calls, texts and voicemails from "******** *******", trying to convince me to agree to another site visit and to agree to a different kind of installation. November 12, voice mail from ***** at OWE wanting to discuss what I owe them for "canceling" the contract when they mis***resented and failed to fulfill in a timely manner and blamed me and subcontractors for delay.OWE did not accurately assess my property, did not state that Solar could not be installed on my roof with the K2 system sold to me as stated in contract and mis***resented timelines for completion.They tried to resell me a different product (ballast system) at almost 180 days of failed attempts of install. This was an invasive, costly and extremely stressful experience.

  

  Business Response

  Date: 11/26/2024

  Dear *****,
  Thank you for reaching out to us. We value your feedback and sincerely apologize for any inconvenience or frustration this situation may have caused. After reviewing your account, we can assure you that our Our World Energy coordinators are actively working to address your concerns. At Our World Energy, we are committed to providing the highest level of service. We have reached out to you via email today and look forward to hearing from you. Additionally, you are always welcome to contact us directly at ************** and request to speak with a manager for further assistance.

  Customer Answer

  Date: 12/11/2024

  The company continues to try to get me to pay for work done following misrepresented/fraudulent sales and contract.  The company sold me Solar installation insufficient to industry standard for my roof.  They're not addressing my complaint, and the incompetence of the sale at the time of signing the contract. They continue to try to get me to pay and negotiate with them to get something. 

  

  Business Response

  Date: 12/11/2024

  Dear *****,
  Our team at Our World Energy has been actively working to address your concerns and has attempted to reach out to discuss your account. Unfortunately, we have not received any communication back from you, which has made it difficult for us to speak with you regarding these matters. To assist you further, please contact us at (623) 850-5700. You can request to speak with your project coordinator or a customer care manager. If email communication is more convenient, feel free to reach out to any email address you have on file for an Our World Energy employee. We will also be making another attempt to contact you today to address your concerns directly. Thank you for your time, and we look forward to resolving this matter with you.

  Customer Answer

  Date: 12/16/2024

  The business continues to try to sell me their product.  I don't agree to having to pay for anything they claim when they sold me something up front I cannot use.  

• Initial Complaint

  Date:11/19/2024

  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.

  I met twice with the sales representative, ****** ****. Mr. **** sold me the solar panels with incentives that I am now in dispute of. The first time ****** talked to me, my son, ****** J. ***** was present and that was on April 3, 2024. The next time I met with Mr. **** was at my daughter's house on July 8, 2024. Both times as a part of his sales pitch, he offered five hundred dollars to sign and the first three months free service. During the second visit, my daughter recorded the entire meeting. On October 23, I called the number for customer service. This was the first call I made to the customer service *************). They had no information on that offer and gave me Mr. ****** phone number to call. On October 25, 2024, I called Mr. ***** but he did not answer so I left a voice message & later a text message to call back. I never received a response. I have called customer service four times requesting some type of response. Here are the dates that I have contacted them: October 23, October 29, November 6, and November 11. It is always the same response: "*****" is in charge of my issue and will get back to me." The second time I called customer service I informed them that Mr. **** had not responded and that I did have a verbal recording of Mr. ****** offer.Due to the lack of cooperation and them not following through with their offer, I don't trust their business ethics and don't want to have a long-term commitment with this company. I would like them to remove the solar panels and repair any damages to my roof.

  

  Business Response

  Date: 11/26/2024

  Dear ******,
  
  Our World Energy wants to sincerely apologize for any inconvenience and frustration you have experienced regarding your concerns.
  
  We have reviewed your account and are actively working to get in touch with your sales representative to address the issues youve stated. Please rest assured that we are committed to ensuring you are contacted as soon as possible, and we will take the necessary steps to resolve this matter promptly.
  
  Thank you for your patience and understanding. If you have any additional questions or need further assistance in the meantime, please dont hesitate to reach out to us. 

• Initial Complaint

  Date:11/18/2024

  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.

  The. ********. And his boss both told me that if I was not satisfied with the solar panels. They would remove the panels and cancel the contrac, but when I called to have the panels removed because I. Was. Still getting billed. By the electric company , they said it would cost me $1600 and I would have to pay 5 months on my contract which would be another $3000 dolars.

  

  Business Response

  Date: 11/21/2024

  Hi ******, we apologize for any inconvenience youve experienced. We are currently reaching out to your sales representative to clarify the details discussed at the time of sale. I see weve been in contact with you recently via call and email, and please know we are doing everything we can to address your concerns.We truly appreciate your patience, and we hope to resolve this matter and any clear up any miscommunication.