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:11/14/2024

  Type:Sales and Advertising 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 bought an 18 kW system from our world energy and since before the install, Ive been trying to get information and pricing on a battery back up. I have had zero response in two years from them and have even called the manufacturer of the solar panels and had a third-party call with our World energy and still got no response. *** never had a problem trying to buy product from a company. I told them I was going to go somewhere else to get the battery back up and they told me that if I did that they would not honor the warranty on my system. That is illegal and uncalled for all I want to do is purchase product. I wouldnt recommend this company to anyone.

  

  Business Response

  Date: 11/20/2024

  Dear Mr. *************** truly sorry to hear about your experience and apologize for any inconvenience this may have caused. Ive reviewed your account and can confirm that we are actively working to have someone reach out to you with all the information regarding a battery. Your request is a priority, and were committed to ensuring all your questions are answered. We hope to meet your expectations and assist you in any way possible. Thank you for your patience.

• Initial Complaint

  Date:11/12/2024

  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.

  Scheduling, Permits, ************************* problems. On 04/09/24 a salesman came and talked to us about the Our World ******** (OWS) solar program. We discussed adding more solar panels to our existing ones on the roof and scheduled a new roof as well. OWS gave us a date of 06/10/24 for the start of our new roof. We had our other solar company remove their panels and then scheduled them to replace them after the roof was complete. The removal of those panels was accomplished on 6/10. OWS did not communicate us about the roofers for another 9 days to work on our place. They did half the job and then had to stop and wait for an inspection. That inspection took another 2 weeks because of concerns that *** didn't have the correct permits. Roof wasn't finished until 07/01/24. Two months after the agreement is when *** came and installed their equipment. We again waited for an inspector to come on a scheduled date, but they failed to show. The next day while we were at work they finally arrived and they failed to notify us they were here, so they didn't inspect. Then OWS never rescheduled them to come back out. In Oct, without ever coming out to my house for an inspection, the inspector made a decision the newly installed solar panels were installed wrong at the footing. My house is a modular home and the rafters are only 1" x 1.5" so the lag bolts used were not evenly spaced and potentially split the rafters. They removed their solar panels from our roof in mid Oct and applied epoxy and metal plates over the holes in my brand new roof. They want to replace my rafters in an "attic" that is a 10" space and the rafters support the exterior roof as well as the vaulted interior ceiling. In order to have that done the entire roof has to come off. *** informed me that they will only do a section of it. We would like them to redo my roof in its entirety. Their proposal will damage the integrity of the entire roof even more than what has already been done.

  

  Business Response

  Date: 11/19/2024

  *** ****** were truly sorry to hear about the stressful experience youve had in getting your concerns addressed. At Our World Energy, we are committed to providing the best customer service and taking accountability for any matters within our control. Ive reviewed your account, and I can see that our team is actively working with you to resolve the issue. Your account is a priority for us, and we will keep you informed with updates and timelines. Once again, we apologize for any inconvenience and want you to know that we value you as a customer.

  Customer Answer

  Date: 11/19/2024

  
  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 the performance is unsatisfactory then a follow-up review will be reported. 
  
  Regards,
  
  **** ******
  
   
  

• Initial Complaint

  Date:11/12/2024

  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.

  The solar system they installed has never even paid for it's monthly bill and other and has been **** with issues. I have called then multiple time only to be told the system needs to break in. I was told we world be producing so much electricity we would be getting paid from the power company and that has never happened. We are paying for a solar system that doesn't work. It was out for 3 months this summer and it cost us over $2700 extra in electricity bills. They refuse to resolve the issue, pay for the times the system was down and resolve the issue of it but producing properly.

  

  Business Response

  Date: 11/18/2024

  Mr. *********************     Thank you for reaching out to us and sharing your concerns. We sincerely apologize for any inconvenience youve experienced. We understand how frustrating it can be when things don't go as expected, and we want to assure you that we take your feedback seriously.
  
        After reviewing the details of your account, we have recently scheduled a visit to your residence for a service related matter and notations state all issues have been addressed. I will be getting in contact you via phone call and/or email to follow up and ensure all service matters have been resolved. Please know that we are attentive to your account in order prevent this from happening again in the future.
  
  We truly value your business and hope that we can regain your trust. Once again, our apologies, and thank you for bringing this matter to our attention.

• Initial Complaint

  Date:11/08/2024

  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.

  I signed a contract with Our World Energy in April 2023. I had to get a new roof before solar was installed. Solar was installed in October 2023. The solar was turned on Nov 17, 2023. I have paid 12 payments of $238 since then - $2856 approximately. The full 25 year lease amounts to $66,000.I was told by the salesman, that paying to lease this equipment would replace my electric bill and I may have a very small electric bill, maybe $8-$10 a month. I have proof of the bills I am still being charge by my electrical provider Unisource Energy Services of over $200 a couple of months.****** also informed me that a 25% buffer above my highest bill over the past year would be added to the plan to ensure that I always had plenty of coverage.I have sent emails, complaining of this problem. I have had 5 people from Our World Energy come to my door in the last year inquiring "How do you like your solar?" I have names of all the people that have come, including an Our World Energy Regional Manager. Each one promised to help me by asking to get more solar panels installed at no higher cost to me and get me a refund on my payments to *********. The last person from Our World Energy, took all my electric bills for the last year, was going to to study them and return them to me. He hasn't returned them or come back or called to help ****** doing this complaint to BBB as a last resort. I can't continue to pay double for the solar AND electric bill. I paid Our World $2800 and Unisource approximately $2000. I have documents I can send in as proof with all the names of people that have promised to help ******* been told my system is producing what was promised. If it was producing, then why do I have to continue to pay for electricity through Unisource?I have 2 witnesses that sat in on the initial sales presentation by Our World Energy, my brother and my best friend who has cared for this property for my parents for over 30 years.

  

  Business Response

  Date: 11/14/2024

  *****,
      We sincerely apologize for the frustration youve experienced. Please know that this is not the level of service we strive to provide. One of our managers from Our World Energy will be reaching out to you directly to clear up any miscommunication or misunderstanding. We are committed to finding a respectful and satisfactory resolution to your concerns. Thank you for bringing this to our attention. We look forward to working with you to resolve the matter as quickly as possible.

• Initial Complaint

  Date:11/07/2024

  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.

  Our World Energy commenced a solar panel installation for a Mr. ****** *****. A permit for the installation was issued by the City of ******** in April of 2023, the install was commenced with all actual panels being installed shortly after issuance of permit. Mr. ***** died in May of 2023. His estate was not finalized for about one year (April of 2024) at which time the estate listed the home for sale and I purchased his home from the estate. I contacted Our World Energy to request that the company simply complete the installation as had originally been contracted for, including the final inspection by ************************ and the actual tying in to the ********* network; including the separate solar production meter. Our World has been "unresponsive" to my requests to simply complete the work they were paid for by previous owner. Their response has been **** ***** will need to contact us"; "our contract was with him". I offered copy of deed. Rejected. I cannot possibly bring Mr. ***** back to life. I just want the work on an expensive solar system to be completed (and, obviously, be given the same 25 year warranty that Mr. ***** was asssured and paid for. My hunch is that this company does not want to handle any request from me because they see the opportunity to evade warranting work and responsibility that would present itself. The system has never gone "live" . . . it just needs final ********************* by the City of ******** and the placement of a second production meter and acceptance by ***. My only request is that the company honor and complete a contract that was made by a now-deceased individual. I have the deed to the property and would be happy to provide a copy. The only unacceptable option for me, is to find another solar installer who would agree to complete the work; which would not only require additional payment, but that option would not include ANY warranty of 25 years.

  

  Business Response

  Date: 11/13/2024

  Dear Mr. *********************   Thank you for bringing your concerns to our attention. We truly regret any inconvenience youve experienced. We have carefully reviewed the account notations and, in order to better understand the situation, have reached out to the finance company for further clarification on their end. Once we receive a response from them, we will promptly get back to you with an update and outline the next steps to help move this project forward. We appreciate your patience and understanding as we work to resolve this matter. 

  Customer Answer

  Date: 11/13/2024

  
  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 to be getting the businesss attention and ultimately completing the work.
  
  Regards,
  
  ***** ******
  
   
  

• Initial Complaint

  Date:10/31/2024

  Type:Sales and Advertising 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.

  Bait and switch! We ordered 2 powerwall 3 units with a 30 mhz capacity and got two inverters with no battery.. they took $54000 cash from us and. Then put lessor equipment on the house. Will not resolve problem or put the two powerwall 3 units to fix. It has been 5 months of no solar nothing hooked up. They owe us cost of spa bill and the cost to fix the problem.

  

  Business Response

  Date: 11/05/2024

  Hello ******, We are very sorry to hear about this, We sincerely apologize for any confusion or frustration youve experienced regarding the installation of your solar equipment. 
  
  It seems that theres a significant update regarding your system installation that may require some clarification. The revised design plans indicate that the two inverters currently installed will need to be removed. This decision is based on the fact that the Powerwall 3 comes equipped with an integrated inverter. This means that the existing inverters are no longer necessary, as the Powerwall 3 is designed to handle the functions that these inverters provided.
  
  We understand that this change might be somewhat confusing and potentially frustrating. You may feel as if we are taking away equipment that you have already invested in and had installed. It's important to emphasize that your previously paid amount has been confirmed as paid in full, and we are not requesting any changes to the contract price. Our intention is not to diminish the value of your investment but rather to enhance the overall efficiency and functionality of your energy system.
  
  Our team is dedicated to getting your system installed according to the approved plans while also ensuring that it satisfies both you and Mr. ****** We appreciate your patience and understanding during this transition. If you have any further questions or concerns about these changes, or if theres anything specific you would like to discuss, please do not hesitate to reach out. Your satisfaction is our priority, and we want to ensure that you feel confident and informed throughout this process.

• Initial Complaint

  Date:10/23/2024

  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.

  On 10/23/2024 A solicitor from Our World Energy knocked on my door. When I pointed out that there are two no soliciting signs on my door, he began what appeared to be a well rehearsed explanation for why it was ok for them to knock.

  

  Business Response

  Date: 10/24/2024

  Hello *****, We are very sorry to hear about this. We sincerely apologize for any inconvenience this may have caused you. This is not what OWE represents & will take the proper steps to address this. If you would like to provide any additional information, please feel free to contact us at ************, thank you!

• Initial Complaint

  Date:10/22/2024

  Type:Product 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've had my solar panels through Our World Energy for years. On August 2024 I received a bill from APS which is unusual as I normally have a credit on my APS of the surplus produce by my solar system. I contacted Emphase (solar production software) and verified on their app my system stopped producing on July 11, 2024. They said there was an update to the software that turned off the production and the next day they turned it back on. I contacted Our World Energy and provided APS bills. They sent a check for 79$ which according to them my systemn was only off August 1-15 and 79$ would be a 2 week refund from my solar loan payment. I asked for clarification as to the graph showing no production on July but none was given. Due to their system not producing for almost 6 weeks I have no credit on my APS (previously was over 200$- see screenshots) and I owe APS several hundred dollars. This was caused directly by the lack of service from Ourworld despite me still paying my monthly loan.

  

  Business Response

  Date: 10/24/2024

  Hello Zue, We sincerely apologize for the challenges you have faced, as this falls short of the standard of service we strive to deliver at Our World Energy. After thoroughly reviewing your account, I would like to apologize for any confusion caused on our part.
  You are absolutely correct in requesting the full loan reimbursement for the period your system was non-operational from July 12th to Aug 24th. We will ensure that the remaining reimbursement for this downtime is processed promptly.
  Our **************** team will be in touch shortly to address and resolve these issues.
  Thank you for your continued trust, and we look forward to promptly resolving this situation for you.

  Customer Answer

  Date: 10/24/2024

  Thank you so much for your prompt response. I truly appreciate your acknowledgement of the corrected dates and the offer to refund the corresponding total of the loan. However, I'm afraid this amount falls short of the debt I have accrued with APS due to the lack of service. Since there was no solar power provided during this period, I not only ran out of my credit with APS, but also have now a debt with them (please refer to images provided and Im happy to provide any other info at your request). As this APS bill is a direct result of the lack of service, I'm requesting for that bill to be covered as well. 

  Thank you for your time

  Zue

  

  Business Response

  Date: 10/29/2024

  Hello Zue, 
  Thank you for reaching out and for acknowledging our efforts to address the issue with your solar system and allowing us to correct the reimbursement amount for your loan.  
   
  As the installation provider for your solar system, Our World Energy is committed to ensuring your system functions as expected. When there are issues with your systems performance, we promptly cover any solar loan payments because we understand that you shout not pay for your system if it's not working. We are your solar company, and we will reimburse you for solar payments. However, please note that we do not cover utility bills, as homeowners remain responsible for their energy usage costs regardless of if you have solar or not, that is the energy you consumed during this time for which you are responsible for.  
  
  We understand the importance of transparency and are here to support you with any additional questions. Please dont hesitate to reach out if you need further assistance. 

• Initial Complaint

  Date:10/18/2024

  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 to obtain Solar panel systems from this company. Sat with a Supervising sales representative in my home to get detailed information about costs. I gave them a years worth of Electric bills to show usage and to get a monthly ******************* costs. Upon doing research I saw complaints on the BBB site about them and issues other customers have had so I had questions about the details in those areas. One was starting to pay lease payments before the solar system was up and running. I had it put in my contract that they reimburse all payments made to the leasing company if they started before the system was at 100% and working properly. They agreed. Lease bills started in January and the system wasnt on till almost the end of June. I have only received ********* reimbursement. Still awaiting ****** ****** *** and most of June lease reimbursement of around $620 dollars. In addition to questions about this I was very adamant about getting the specifics on monthly lease payments being no more than what we currently pay on average monthly for ***. This was the $620 dollars threshold. They explained to me that I would receive a rebate check back on from the system for around $36k dollars. This check would need to be applied to the lease company by a certain date or the lease amount monthly would go up to $820 dollars. They said some people use the funds for whatever but most apply it to keep the requested payment. I said this is a check not a tax credit correct? They said yes its a check and I can do what I want with the money but again it would affect the monthly lease payments if I dont apply the funds to the lease by the time frame. They said in addition we will get a tax credit to apply to get on our filed taxes. Being that the lease payment would be higher than our current APS monthly average bills, I said no it goes on the lease for sure so we werent paying more than the $620 month. I have texts confirming 620 was our limit

  

  Business Response

  Date: 10/24/2024

  Hello ******, We sincerely apologize for the issues you've encountered, as this is certainly not the level of service we aim to provide at Our World Energy. After reviewing your account, please know that we are working diligently to resolve your concerns and expedite a solution. 
  Regarding the reimbursement for your loan payments, I want to assure you that this is indeed part of your contract. We are currently addressing internal logistics to ensure the funds are processed and delivered to you as soon as possible. Unfortunately, we are facing delays due to a lack of responsiveness from the sales representative. However, please rest assured that we are actively pursuing a resolution and you will be reimbursed soon.
  Additionally, while our sales team strives to provide accurate estimates regarding potential tax credits, we are not licensed tax professionals. The information shared during the sales process is based on general guidelines, and we always recommend consulting a certified tax advisor for the most accurate and personalized advice when filing your taxes. 
  Once again, we appreciate your patience and understanding, and we will continue to update you as we make progress on your reimbursement. 

  Customer Answer

  Date: 10/24/2024

  This is the same response I have received for months.  That the sales **** are not responding which is not surprising as they stopped ***lying to be after I signed and have not been reachable since.  
  

  I have numerous emails stating they are working on getting in touch with the sales teams to get reimbursed. Months of emails 

  As for the tax credit.  I am aware of the difference between a tax credit and a rebate check.  The sales *** who handled this specifically stated it was a Check I would receive and it needed to be applied to my lease or my payments would increase by a certain time.  In addition I had a long text string with the *** **** who brought the sales *** to my house with the specifics and concerns about the deal which will be used in court as evidence of my concerns and agreement and details there of. 

  

  Business Response

  Date: 10/30/2024

  Hello Daniel 
  We have been in contact with you regarding you loan reimbursement and we have informed you we are mailing a check this week for your four months of loan reimbursements. 
  Regarding your tax rebate, please refer to the contract you signed at time of sale: 
   TAX CREDITS AND REBATES: Buyer understands that Our World Energy and its ***resentatives are not tax professionals. Buyer understands that the tax credits offered by the Federal and State governments are credits against the buyers income tax liability. Should you have any questions relating to or pertaining to your ability to acquire the above mentioned credits, you should seek counsel of a tax professional. Furthermore, buyer understands that rebates and credits are estimated at time of purchase. 
  By signing this contract you acknowledge that you understood Our World Energy are not responsible for any unknown disc***ancies that may come up.  
  Youve informed our team you have text conversations from your sales *** stating this would be a check from OWE, we have requested you send these to us. Unfortunately we are not present at time of sale and cannot verify these claims unless we have documented proof. Regardless of any verbal confirmation, verbal promises are not binding unless written into your contract. 

• Initial Complaint

  Date:09/25/2024

  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.

  Subject: Breach of Contract and Violation of Arbitration Rules I am writing to formally address the breach of contract by One World Energy concerning the violation of the Consumer Arbitration Rules of the ******************************** (***) and the Federal Arbitration ****** detailed in our agreement, which I have attached for your reference, arbitration is the designated method for dispute resolution. On September 19, 2024, I formally requested arbitration (see attached documentation). However, instead of complying with the established arbitration laws, One World Energy issued an invoice for alleged cancellation fees. This invoice pertains to the same subject matter outlined in my arbitration request (see attached).Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,***** ***********

  

  Business Response

  Date: 10/03/2024

  Hello *****, thank you for taking the time to share your feedback with us. We acknowledge your request regarding the arbitration over the cancellation fee; however, we have decided to waive the fee entirely. As a result, there is no need to proceed with arbitration.
  
  We sincerely apologize for any inconvenience you may have experienced. If you have any further concerns, please feel free to reach out to our customer service line at ************.
  
  Thank you for your understanding.

  Customer Answer

  Date: 10/03/2024

  
  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.
  
  Regards,
  
  ***** ***********