Complaints

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:11/25/2024

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.  The helping company can send a check for $300.- to our home address: 

  ***** ********, ***************************************************************

  
  Regards,
  
  ***** ********
  

  
  * Belmont will take over the service plan. With this information, trusting **** from the Helping **. we went ahead and awarded the contract for our roof to the Helping **. Turns out, that no agreement was ever achieved between the Helping ** and Belmont. Belmont is now charging us when they need to come out and the Helping ** is not responding to calls or other inquiries about the mis communication. We feel that since the Helping **, left us without a service plan for our Solar panel system, to make a sale. They should now own up to what one of their **** promised and pay for bills that arise from Belmont needing to come out to service our system. Bills that we would otherwise not have had had we awarded the roof-job to *******.

  

  Business Response

  Date: 12/17/2024

  Thank you for the opportunity to address this complaint and provide clarification. At The Helping Company, we are committed to delivering quality service and ensuring a positive experience for all our customers. We regret any misunderstandings that may have occurred and appreciate the chance to clarify our position.

  
  1. Signed Contract and Scope of Work:

  The customer signed a contract with ********************** exclusively for the installation of their roof. This contract does not include any provisions for the detachment, reset, or service of solar panels. The Helping Companys role and responsibility were strictly limited to the roofing services outlined in the signed agreement and coordinating with ************* regarding the detach and reset of the solar panels. There were no service agreements signed or provided for the solar detach and reset. The estimate from ******* was submitted to the insurance company and approved as part of the insurance claim to replace existing shingles. We facilitated the installation but did not sign any documentation regarding service or warranties.

  
  2. Role of the Sales Representative (****):

  The sales representative mentioned in the complaint, ****, attempted to assist the customer by recommending ************** reputable contractor we have had positive experiences with. Any statements, communications, or representations made by **** outside the scope of our signed agreement were not authorized by The Helping Company and do not reflect the terms of our written contract.

  
  3. Warranty Concerns with Trinity ************* Upon reviewing the homeowners documentation, including their contract with ************* (provided to us by the customer), we found no indication that the roof replacement would void any inverter warranty or solar panel-related warranties. Additionally:

  - The roof installation was completed approximately eight months ago.
  - The solar panels were reinstalled by Belmont Solar within one to two weeks of the roofing projects completion.
  - In the texts provided by homeowner in complaint, he mentions another solar company he has used in the past (Pennsylvania Solar Maintenance) which would void any warranty that ************* offered after initial installation of solar.  
  

  Any claims suggesting the roof installation negatively impacted the solar system appear unrelated to The Helping Companys work.

  
  Efforts to Resolve the Situation:

  We have made multiple attempts to address and resolve this matter, including:
  Reviewing the customers contract with *************, which does not reference the "25-Year System Warranty", the customer has referenced.
  Requesting the text messages mentioned in the complaint to verify any claims attributed to the former sales representative. (Only now received with this BBB complaint)
  Clearly outlining our scope of work and contractual obligations to the customer.

  
  Final Position:

  While we empathize with the customers frustration, ********************** cannot assume financial responsibility for issues arising from Belmont Solars work or for verbal promises made outside the terms of our written agreement. Our role was strictly limited to the roofing services detailed in the signed contract and helping to facilitate the Solar detach and reset before and following our roof installation.
  To assist the customer, we went beyond our scope of responsibility by recommending a trusted contractor for the solar work. However, The Helping Company was not involved in any discussions, agreements, or subsequent service arrangements with Belmont Solar.

  
  Proposed Resolution:

  We remain committed to resolving this matter amicably and are open to further discussions with the customer to address any outstanding concerns. However, we must reiterate that our responsibility is limited to the roofing work as defined in the signed contract. Issues stated are not related to any of the work performed by The Helping Company or Belmont Solar. As a professional courtesy for the confusion, The Helping Company will agree to a one time payment of the $300 invoice due to Belmont Solar.
  

  At The Helping Company, we take pride in the quality of our work and are dedicated to ensuring customer satisfaction. We encourage the customer to contact us directly should they require further clarification.

  
  

  Customer Answer

  Date: 01/15/2025

  Thank you for mitigating in this matter.

  We have, as of yet, to receive the promised $300.- check/compensation from 'the Helping Company'. 

   

  What should we do?

   

  Etzer

  

  Business Response

  Date: 01/23/2025

  Hello,

  We sent the resolution agreement to the customer via DocuSign, and it was signed on 1/21/2025. The payment was then mailed via **** on 1/22/2025. Please allow a few days for it to arrive in the mail.

  Attachments include a copy of the resolution agreement and the payment mailed to the customer.

  This complaint has been resolved.

  Thank you!

  Customer Answer

  Date: 01/29/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***** ********