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Business Profile

Solar Energy Contractors

Independent Energy Systems LLC
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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Independent Energy Systems LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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Independent Energy Systems LLC has 4 locations, listed below.

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    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 0 complaints closed in the last 12 months.

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    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.

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    • Initial Complaint

      Date:12/19/2023

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Submitted last payment on 9-29-23 and receipt received ... marked PAID Did not ask about return amount and rebate check not received Called ***** numerous times but only received voice mail.

      Business Response

      Date: 12/31/2023

      ****************, 

      I received some calls from an unknown number and at the time my personal cell was experiencing voicemail issues which delayed any messages you sent my way. However we have a main line and staff that you were communicating with. The main issue here is communication. Now that we know who your referral is (who never explicitly told the representative they were a referral) and now that we have gotten on the phone with HECO and your insurance together to get the proper documentation your incentive check from HECO should be on its way in the next few weeks after approval. Please communicate your concerns with my staff if I cant be personally reached, had we received a copy of your umbrella policy when we originally requested it this would have all been avoided. I sorry you feel wronged but I believe we have made the necessary actions to make this right.

      Business Response

      Date: 12/31/2023

      Customer would only call me from an unknown number, and would not communicate any of these frustrations with my staff for some reason. He never left me a voicemail stating his concerns just simply: "Hey its ***** call me back" with no return number. No emails and no mentions of issues to the staff he communicated with on a weekly basis. 

      He was angry that the utility required him to provide proof of insurance. What is ironic is that he has the insurance policy that the utility wants but was uncompliant in providing it.
      He also referred us to a customer but, the sales representative never mentioned that he was a referral from ****************** which is why we didn't send a referral bonus check. 

      Had we received a copy of the umbrella policy instead of his arguments about believing this is an "overreach" from the utility.  We could have gotten utility approval much sooner resulting in him getting his utility credits much sooner. Now that we have that policy after calling his insurance directly we are all good to go and the utility will approve of the project in the coming weeks.

       

      We sent him his referral check and an additional one for his troubles. 

      Thanks for your consideration. 

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