Complaints

This profile includes complaints for American Design & Build, LTD.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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American Design & Build, LTD. has 4 locations, listed below.

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  American Design & Build, LTD.

  221 Gateway Dr Bel Air, MD 21014-4224

  
• 

  American Design & Build, LTD.

  931 Pulaski Hwy Havre De Grace, MD 21078-2601

  
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  American Design & Build, LTD.

  227 Gateway Dr. STE G Bel Air, MD 21014

  
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  American Sentry Solar

  10873 Hillpoint San Antonio, TX 78217

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:11/15/2023

  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.

  The salesman for the solar company was at my home for over two hours , told us there would be a federal rebate for $19,000 ,which was 30% of my $63, 400 solar panels from federal government , in the form of a check , and a state and Delmarva rebate check of $8,000 . I asked him repeatedly if he was sure it would be in the form of a check because I planned to put all of it towards paying off my panels . Following him having me sign contract and having panels installed , I did all the needed paperwork and docusigning for rebates . I stopped hearing from American sentry calling repeatedly , I finally got ahold of Adam after many attempts , asked him about rebates and he assured me the same as salesman . I still haven’t received Delmarva check and then found out the $19,000 check from irs is not a check it is a tax rebate that is only good for what you owe the IRS and I never oh the IRS so it can only be rolled over for the total of five years so the $19,000 rebate check that this company told me I was getting is not true, I asked them repeatedly if this is true within the first three days of signing the contract, which I could’ve got out of, and they assured me yes. Now I’m in debt for $64,000. I’m 60 years old raising my granddaughter single and sick to my stomach over this company and how they operate and there’s so much more I can’t even go into at this point but I can go into it later, when someone reaches out from the Better Business Bureau. .

  

  Business Response

  Date: 11/17/2023

  This message is in response to a complaint we received from **** *****. In Ms. ******s more complaint, she alleges the following three things: 
  
  1. Our salesman, Bob L****, told her there would be a federal rebate in the form of a check from the IRS.  
  2. Bob told her there would be a Delmarva rebate check for $8,000. 
  3. Adam (K*****) assured me the same as the salesman. 
  
  
  Issue Number 1 
  Our salesman, Bob L****, explained to Ms. ***** that the 30% federal income tax credit is, in fact, a tax credit that Ms. ***** would claim when she files her income taxes. Before Bob met with Ms. *****, one of our call center employees spoke with her on the phone and asked her qualifying questions including whether she filed her federal taxes and explained that if Ms. ***** didn’t file federal taxes, she wouldn’t be able to benefit from the 30% federal income tax credit.  
  
  
  Issue Number 2 
  Ms. ******s utility provider is ******** ****** She did qualify for the Delmarva Solar Energy Grant Program and Adam K***** helped guide her through what she needed to do to apply for the grant.  He directed Ms. ***** to the grant application page on ************ for her to submit her information and choose whether she’d receive the grant via check or direct deposit.  
  
  While we assist homeowners with understanding the grant application process, we do not submit on their behalf and we do not control when the grant application is processed or paid. Ms. ***** initialed and signed a contract stating that she understood the following: 
  
  Tax credits, grants and all other incentives are subject to change and/or availability and regulations and are there not guaranteed by American Design and Build, LTD. Consult your tax professional for eligibility. 
  
  Issue Number 3 
  Ms. ***** claims that Adam “assured me the same as the salesman”. Adam helps dozens of homeowners with grants and rebates every month. When he discusses the 30% federal income tax credit, he never refers to it as a “check” and always tells customers the following, “When you do your income taxes, bring your contract to your accountant and they can help figure out your credit.”  
  
  We’ve attached a signed and initialed contract where Ms. ***** acknowledges the following three things: 
  1. The federal income tax credit is up to your full liability in a single year but if she’s maxed out her liability that the credit is able to be carried forward to the following year.  
  2. Tax credits, grants and all other incentives are subject to change and/or availability and regulations and are there not guaranteed by American Design and Build, LTD. Consult your tax professional for eligibility. 
  3. The above has been explained and she fully understands the Direct Financial Incentives for PV. 
  
  We hope this information will help resolve this complaint quickly. If any additional information is needed, please let us know. 

  

  Business Response

  Date: 11/29/2023

  As stated in our previous response, grants can change unexpectedly. We have no control over the grant process. We make this clear to homeowners and require homeowners to acknowledge in their contract that they understand this (see the attached initialed paperwork with Ms. *****'s initials).
  
  This was an unfortunate circumstance where the Delmarva grant changed and a third party energy audit was not provided to American Sentry Solar until July 19th, 2023, nine days after the deadline for the $8,000 Delmarva grant.
  
  Obviously, American Design and Build, American Sentry Solar does not pay this money to the homeowner and there was no indication the Delmarva grant would be changing when we first spoke to Ms. *****.
  
  While we have no obligation to pay Ms. ***** this difference, we do acknowledge this is an unfortunate situation. We strive to provide our customers with a positive experience and have decided to issue Ms. ***** a check for $2000 in order to resolve the matter.

  Customer Answer

  Date: 11/30/2023

  
  
  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:10/31/2023

  Type:Customer Service 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.

  I have 3 micro inverters that have not been working since June. These are the solar panels that are on my roof that produce electricity. My electric bills are increasing due to this problem.
  I have contacted the company several times but my panels are still not working.
  I need help in rectifying this situation.

  

  Business Response

  Date: 11/01/2023

  We had been actively working on repairing Ms. ************’s 3 nonreporting panels. We had replaced the microinverters on October 23rd, which usually resolves the issue, but in this case it did not. We had to order the replacement panels in which usually takes a week. They came in on  10/31, and we came out to the site on November 1st. Replaced the panels and verified working order. At this point in time there are no issues with the project and it is up and operational at 100%.

  Customer Answer

  Date: 11/02/2023

  
  
  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:10/25/2022

  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.

  In September a roof replacement . Leaking area of patio. They were to look at this , it was sunny they never came back till it rained again October 24 . I was home between 2 and 4 pm they said no home I was home. This is a problem they taken pictures but did not ring doorbell nor knocked.
  

  

  Business Response

  Date: 11/03/2022

  Business Response /* (1000, 5, 2022/10/28) */
  Good afternoon, we would like this time to address Mr. *******'s claim.
  Our records indicate that the Mr. ******* had his roof replacement completed on 09-29-2022. He then called in to say that his roof was leaking on 10/05/2022. Our service team then sent a representative out to the homeowner's residence on 10/13 to assess the situation and found that there was no evidence of a leak caused by the roof replacement. The representative took pictures of the area in question and left a note to follow up to see if still leaking. Mr. ******* then called back on 10/24/2022 to say that it was still leaking. Our service department sent out a representative the same day (10/24/2022). This was our second time out to the home. Our service representative arrived on time and knocked on Mr. *******'s door and again, no one answered. The representative took pictures of what they could and determined the leak not to be cause by the roof replacement. Mr. ******* then called on 10/25/2022 to say that no one had been to his house to address his earlier concerns. Our service coordinator explained that we'd been out to the home, but no one answered the door. However, Mr. ******* was very upset, and our team scheduled a third visit to perform a water test on his roof. A water test was performed, and it was determined that the leak was coming from his existing trim and not the from the roof American Design and Build installed. However, as an act of good faith, we caulked his pre-existing trim to eliminate the leak. Although we did not install the trim, we did this to help our customer and correct his leak problem.