Complaints
Customer Complaints Summary
- 4 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
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Submit a ComplaintThe 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:07/23/2024
Type: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 father hired *****'s Solar to place a fan in our attic to help cool the home. We have been working with their **** ************ 24th, *****'s Solar came and once my parents arrived, they pointed out to the workers were placing the fan in the incorrect location. They had ****** come out and he agreed that the fan was placed in the incorrect location. At this time, they changed the original price from $1050 to $900 and offered to add a solar panel in the correct location on the roof, to assist the fan with working. May 8th, *****'s Solar added the solar panel and changed the motor on the fan. May 21st, there was a dark looking ring on my hall ceiling in the house.May 22nd, we took down the ceiling light and water poured out from beneath it. We notified ****** again and workers came out to check. They also sent out a painter to spray paint the discolorations on the ceiling three times without total coverage of the stain.June 23, water began coming into the house. *****'s Solar came out on June 24th, as well as on June 27th, to attempt to seal around the fan to stop the leak and were unsuccessful.June 27th, they sent out **** from Astro Roofing to assess the situation and agreed that it would not seal due to the placement. We still have ceiling discoloration and leaking during storms. July 19th, my father spoke with ****** and they said that they will remove the leaking fan and have Astro Roofing patch the spot on the roof and return the original $900. This would cause our homeowner's insurance to cancel us due to the patch, as well as our current roof warranty being voided due to another company touching the roof (confirmed by *** at Suncoast Roofing ************).We have a leaking roof/fan, unknown damage to the wood structure in the attic from the water, and a wet/discolored hall ceiling without a light and the possibility of having mold due to this ongoing issue for the last 3 months.
Business Response
Date: 08/02/2024
We are aware of the situation and have been continuously working on a resolution for the homeowner. We have made several attempts to seal the leak. We requested a licensed roofing contractor (Astro roofing) to inspect the site to come up with a complete plan to resolve the issue. Together we proposed to remove the fan, repair and replace an even larger portion of the roof than what was affected which would leave the area looking as though it had never been touched. The homeowner refused this option and other ones that we proposed, which included the complete repair as well as a full refund. We would be happy to schedule the work as long as the homeowner will allow it.Business Response
Date: 08/09/2024
This is the step by step process we would like to have to resolve this issue.
1) *****'s Solar and Astro roofing will remove the solar fan and solar panel. Astro roofing will replace decking were the attic fan was installed. Astro roofing will install new underlayment and matching shingles in the repair area of the roof. The roof is new and Astro roofing feels confident the shingles will be a color match to existing newer roof shingle.
2) *****'s Solar will have our painter come and paint the interior ceiling with Killz and matching paint.
3) *****'s Solar will issue a refund check for the total project cost.
Customer Answer
Date: 08/14/2024
Complaint: 22031731
I am rejecting this response because:1. We need to use a GAF certified roofer to not void our shingle warranty. Astro Roofing is not GAF certified. We also do not want a patch job over the spot and would like them to replace the slope area of the roof where the damage was done. We have had several roofers come out and they have pointed out that due to several attempts to fix the vent/fan, there are granules coming off. This job also needs to be permitted by the city.
2. We would like the ceiling and attic checked for mold due to the water damage, along with the ceiling repainted. The last paint job with the sealer still had water damage bleeding through the paint.
Sincerely,
*******************************Business Response
Date: 08/23/2024
We would like to schedule our GAF certified roofing contractor for this coming Tuesday the 27th at 1:00pm. This roofing contractor is WKL roofing and is in our network of roofing contractors that we work with. They have been a State Licensed roofing contractor since 2006 (18 years+). He is also listed as a top 5 GAF certified roofing contractor in the area. We feel his evaluation and proposed solution should help resolve this matter.
Please let us know if we can confirm that day and time for his full inspection of the roof and existing issue.
Thank you,
Customer Answer
Date: 08/30/2024
I am concerned because the last response from *****'s Solar does not mention refunding my money paid for the initial job, removing the fan and solar panel, and addressing the ceiling issue in the house. We are agreeable to having WKL come out to give an estimate since they are a GAF installerCustomer Answer
Date: 08/30/2024
Complaint: 22031731
I am rejecting this response because:I am concerned because the last response does not mention refunding our money paid for the initial job, removing the fan and solar panel, and addressing the ceiling issue in the house caused by this.
We are agreeable to having WKL come out to give an estimate since they are a GAF installer and working with them if these other concerns are addressed.
Sincerely,
*******************************Business Response
Date: 09/09/2024
To clarify our resolution, we are willing to refund the cost of the fan and send over a GAF certified roofing contractor to estimate the roof repair requirement. We will then schedule the removal the fan with the roofing contractor on site and paint the spot on the ceiling. Once approved by the homeowner, we will have WKL (the roofing contractor) reach out to schedule their preliminary inspection.Customer Answer
Date: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Please have the business reach out to us to schedule everything.
Sincerely,
*******************************Customer Answer
Date: 09/17/2024
It has been 7 days since we accepted the resolution and still have not heard anything from *****'s Solar. We would like to get these issues solved, as it has been several months now.Customer Answer
Date: 09/17/2024
Date Sent: 9/17/2024 8:31:31 AM
It has been 7 days since we accepted the resolution and still have not heard anything from *****'s Solar. We would like to get these issues solved, as it has been several months now.Business Response
Date: 09/17/2024
We just spoke to the owner of WKL Roofing, and he can come preview the site on Thursday the 19th after 12:00pm. That is just two days from now. Are you okay with this? Once he previews the site, we can move forward with all the other resolutions from our earlier discussions.
Thank you,
Customer Answer
Date: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Please send the roofers out. I am not getting the messages fast enough to accept for the dates provided. If you receive this in time, send them today.
Sincerely,
*******************************Customer Answer
Date: 11/06/2024
Hello,
We have finally gotten the roof repairs completed and would like an update on when we will have our ceiling fixed from the water damage and ourmoney refunded?
Customer Answer
Date: 11/06/2024
Date Sent: 11/6/2024 10:50:16 AMHello,
We have finally gotten the roof repairs completed and would like an update on when we will have our ceiling fixed from the water damage and ourmoney refunded?
Business Response
Date: 11/06/2024
Now that the roof is completed, we will have our painter call you to schedule a visit, and we will be mailing a refund to you this week.
Thank you
Customer Answer
Date: 12/06/2024
We had the roof fixed and the painter came. We were wondering when we would receive our money back? Thank you
Customer Answer
Date: 12/12/2024
The last response in mid-November said a check with my refund was being mailed that week and it still has not been done. I called ******* Solar yesterday about it and no one seemed to know anything about it and told me that they were going to find out and call back. I still have not heard anything in regards to this.Business Response
Date: 12/13/2024
The refund is in the outgoing mail today.Customer Answer
Date: 12/16/2024
Date Sent: 12/12/2024 1:13:10 PM
The last response in mid-November said a check with my refund was being mailed that week and it still has not been done. I called ******* Solar yesterday about it and no one seemed to know anything about it and told me that they were going to find out and call back. I still have not heard anything in regards to this.Business Response
Date: 12/23/2024
I am sure a check was printed and sent, because I did it myself. The print date was 12/12/24. I would hope you have already received it by now.
Customer Answer
Date: 12/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** **********Initial Complaint
Date:12/28/2022
Type: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.
***** Solar installed my solar heat system for my pool 3 yrs. ago. A year later my roof needed to be replaced (not because of solar) so I had ***** solar take the panels down and reinstall it with new brackets and fittings, they charged me $900.00 for doing this. December,2022 the panels came loose and slid down the roof .The top brackets that hold the panels are 2 piece brackets witch the top piece slides into the bottom and gets locked down with 2 screws witch were never installed.I got in touch with the manager and he sent two workers to rest the panels and install the missing screws.They sent me a bill for $150.00 to fix something that was clearly their fault,I don't think I should have to pay for their mistake.Business Response
Date: 01/03/2023
We cleared the invoice in question and explained to the customer that it was sent in error.
This reversing of the charge and explanation was sent via email less than 24 hours after receiving his initial concern over the mistaken charge.
Thank you,Customer Answer
Date: 01/04/2023
(The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
Date:10/06/2022
Type: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 or about 2/25/2022 Wayne's Solar installed a new Pentair Solartouch solar controller to match a new Pentair Superflo pool pump. Shortly after installation I called the installer Jamie and told him of a faulty water temp reading that was not reading our correct pool water temp. In March the control box was displaying radical changes to the pool water readings. Jamie replaced the sensor in the pipe but the problem continued shortly after. Jamie replaced the sensor wire. I suggested a problem in the box which he denied that the box was faulty and said I was causing the problems. He said it was our pool thermometer that was incorrect but it is within 1 degree. The new sensor didn't fix the problem. I called again and Jamie replaced another sensor in the pipe. The problem continued through the summer where the water temp reading would jump from 80 to sometimes 98 and the problem accelerated in the heat of the sun. I heard the box making clicking noises and watched the water temp reading jump from 86 to the upper 90's and back down repeatedly.
I called Jamie about 3 weeks ago in late September and he told me the sensor was getting hot and I should cut up a pool noodle, wrap the sensor and put a cover over the return pipe which I did. The box continued to act erratic. I even get E.C. flashing continually on the pump
I called Pentair and they agreed immediately this is caused by a faulty controller most likely a faulty circuit board. I left Jamie a message that I called. Pentair setup up several pool companies with work orders to do warranty work at my cost for a service charge. I called Wayne's solar again 10/3/2022 and explained the issues I have had with this and they told me they would pass this on to their tech and Jamie who would look into it and get back to me. As of today 10/06/2022 I have heard nothing from either Wayne's solar or Pentair. This is not warranty work rather should have been a replacement issue from the start.Business Response
Date: 11/08/2022
Business Response /* (1000, 9, 2022/10/24) */
I apologize for the frustration you have had with the Pentair solar equipment. Typically, this is a warranty situation and should be completed by Pentair directly. Right or wrong, this is their policy. However, I was able to speak with the local Pentair service manager, and he has approved our company to perform the replacement of the solar control box with sensors.
Based on our schedule, we should be out to your home within the next 10 business days to complete the replacement. If you have any questions, please call our office at 386-673-9720.
Thank you.
Consumer Response /* (2000, 11, 2022/10/24) */
Wayne's Solar never responded to fixing or replacing the unit they sold to me. I contacted the company Pentair directly and because the item was under warranty they sent another pool company to address the issue. Pentair authorized Aqua Pools to replace the unit as it was found to be defective. Though I am not happy with Wayne's Solar the problem has been solved.
Thank you and you may close the case.
**************************
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