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:08/15/2024

  Type:Product 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 got the water softner and RO system installed from them.After an year I thought to replace filters with the local plumber and came to know that I cannot replace filters as these people installed the sealed housing which means you cannot installed any filters there and you will be forced to buy filters from them only and they charge few 100s dollars every year.When I was buying the system originally They told me I can install filters my own from anywhere.They LIED to me.

  Business Response

  Date: 08/10/2024

  Hello,

  You have ascribed the complaint to the wrong company. Client lives in ** and is complaining about a TX based company. ONIT Home Services LLC is based out of ** and does work primarily in the *********** and surrounding areas. Please ascribe the complaint to the correct business.
  

  Thank you!

  Customer Answer

  Date: 08/13/2024

   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.

  Business Response

  Date: 08/21/2024

  Good afternoon, after speaking with ************** over the phone, we agreed to provide free filters as a one-time exception. He understands that for the following year, he will need to purchase them or opt for the water plan. 

  Customer Answer

  Date: 08/21/2024

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

• Initial Complaint

  Date:08/08/2024

  Type:Billing 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.

  Onit water installed a whole house water system and did not put in an indirect waste drain. Instead they cut a hole in the DIRECT waste and buried it under dirt. My foundation is shifting. In order to have that addressed I needed proof of sewer test which I had done by a licensed plumber who discovered this. When speaking with **** twice, they said they would not pay the ***** plumbing cost because I should have called them first. How can I call them first when the plumber discovered it? I wouldn't have even known. It's unreasonable and unfair business practices to operate this way when they installed it incorrectly in the first place. This could cause a serious issue with my foundation and they should be held liable. At this time I am only asking them to pay the plumbers total fees.

  Business Response

  Date: 08/08/2024

  Thank you for bringing this issue to our attention. I understand your concern regarding the installation of the Whole Home and the subsequent discovery by your plumber that an indirect waste drain was not installed, which could potentially impact your foundation.

  When you contacted us, I explained that it is our protocol for customers to call our office first if there are any issues with our installations. This allows us to send out one technicians to assess and, if necessary, fix the problem at no additional cost to you. Unfortunately, in this case, the plumber completed the job before we were notified, which is why we cannot cover the $1,000 plumbing cost.

  I understand this situation is frustruating, especially since you were unaware of the installation issue until the plumber's inspection. However, it's essential that we follow our procedures to ensure that we can address and correct any problems effectively and efficiently.

  While we strive to provide the best service possible, we must adhere to our policies to maintain consistency and fairness in our operations. I regret that htis has caused you incovenience and assure you that we are committed to delivering quality service.

  If you have any further questions or concerns, please do not hesitate to reach out.

  Thank you for your understanding. 

   

   

  Customer Answer

  Date: 08/09/2024

  Complaint: ********
  
  I am rejecting this response because:

  How would I know there was even a problem without the plumber findng out? Your deception about the incorrect installation is YOUR responsibility, and due to direct negigance of you not checking the work at completion, i am now dealig with the issue you left behind by not installing this correctly in the first place AND covering it up under 10 inches of dirt. Regardless of how it was discovered, this IS your responsibility.

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

• Initial Complaint

  Date:06/11/2023

  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 have had this security system for a little over a year. 90% of the time my video doorbell does not work, the system continually calls me to say that the main panel isnt communicating with their office, I have called several times to get someone out to my home to fix the system and the customer ********************** reps just tells me its a problem with my Wi-Fi and never sends anyone out. The service, product and whole experience has been garbage. I feel like I have been scammed. My balance only decreases $2 per month and Im being charged fees that are excessive. I just want them to come take their equipment and refund my money. I do not feel the system works as it is supposed to work.

  Business Response

  Date: 07/31/2023

  I'm genuinely sorry to hear about the challenges you've been facing with our security system. This is not the level of service we aim to provide. I'd like to address your concerns by first arranging a technician visit as soon as possible to inspect and rectify the system's technical issues. Regarding the billing, our records show that your charges have been consistent since your contract initiation. However, I understand that you have concerns, and I would be more than happy to go over your bill in detail with you to ensure clarity and understanding. As for your request for a full refund and equipment return, I believe we can address your concerns and enchance your experience with our service. You can reach me at your earliest convenience at ******************************* to discuss these matters futher. Again, I apologize for the inconvenience and appreciate your patience.

  Customer Answer

  Date: 08/07/2023

  Complaint: ********
  
  I am rejecting this response because:

  I reached out via email per their response and nobody as reached back out. I have sent several emails and calls since having this system with no resolution. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/13/2024

  please see attached.

  Customer Answer

  Date: 06/13/2024

  Complaint: ********
  
  I am rejecting this response because: I have called several times and each time they tell me my issue is with my internet. This is not the case since ALL other devices in my home work just fine. The equipment does not communicate to their system as it is supposed to and never has communicated properly. During the welcome call (quality assurance call) it was never explained to me that it would take me 16 years to pay off $3,700 worth of equipment nor did they tell me that only $7.00 per month would be applied to my principal balance. I do not recall signing/getting a contract from Onit or ISPC. I no longer want the monitoring service and I feel that their process of explaining the equipment purchase and financing was predatory. Had they informed me that only $7 would be applied to my principal balance and it would take me 16 years to pay this off, I would never have agreed to purchasing their equipment. I am sure with all the interest and surcharges this company is charging their customers, canceling my ********************** and washing out the debt for the equipment would not be a huge dent in their greedy pockets. I would be happy if they just  zeroed out my equipment balance and shut off the monitoring all together. They can even come pick up their equipment. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:10/03/2022

  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.

  We have had nothing but issues with our solar install from Onit. 1. When we wrote up the contract and they were doing the calculations for how many panels we would need to cover our usage, we added an additional one or two panels to make our coverage 110%. Over the past 2.5 years only 3 months every year has been 100% coverage. All the other months we have had to pay additional electric charges. Our usage hasn't gone up, the panels are just not producing like promised. According to *****, the manufacturer Onit assigned to us, the panels are producing as expected, so this is entirely Onit over-promising what the panels would produce.2. We were promised 18 months free energy. Our salesman said we would be able to get one check upfront for the monthly bill x 18. When we contacted Onit after our panels were installed, they informed us that was not the case and we would have to submit proof of payment every month to receive that month's payment. We did that and only received 4 months payment to date. They have continually put it off saying it is the finance department's responsibility and they will get back to us in **** days. It's been 2.5 years. Well over the 18 months. This is unacceptable!

  Business Response

  Date: 12/01/2022

  This situation has been cleared up with our customer.

  Customer Answer

  Date: 12/30/2022

  Complaint: ********
  
  I am rejecting this response because: 

  No one has reached out to us from ONIT so their statement that it has been resolved is blatantly false. 
  
  Regards,
  
  ***********************

  Business Response

  Date: 02/03/2023

  **************** I understand that you may not be satisfied with the information I am providing, and I apologize for that. However, I must clarify that we are a third-party company working on behalf of *** Energy, and they are responsible for issuing any past payments owed to you. Unfortunately, we have not received any updates from *** Energy regarding the status of these payments and I have made repeated attempts to obtain this information. I understand that this is not the outcome you were hoping for, and I apologize for any frustruation this may have caused. 

  Customer Answer

  Date: 02/07/2023

  Complaint: ********
  
  I am rejecting this response because: 

  I never dealt with or signed any paperwork for *** energy. All of my paperwork said on Onit solar. The 18 months of energy are advertised on your website right now and I still don't understand what previous response you're referring to or why you said that we had resolved the issue on one of your previous messages without even reaching out to me. I need actual answers not a company that constantly tells me to wait and they'll call me back with an update for over a year then when I call them denies they even have a solar department, then just ignores me until I file a complaint with a better business bureau, then lies and says the complaint is resolved, then comes back trying to pass the blame onto a company I've never even heard of. 
  
  Regards,
  ***********************

• Initial Complaint

  Date:07/23/2022

  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.

  My son and I bought solar panels through OnIt with the company ***** installing. **** told us (and we signed the contract) that the first 18 months would be interest-free and they would pay them because of Covid. (We would pay and they would mail a check for each month). We have received checks for 8 months and then nothing. They owe us ten months of checks toward the solar panels. We have attempted contacting the company but no one calls us back or gets back to us via email. They say they will have a manager reach out and nothing happens. We are expecting a check for the total amount unpaid by the company for each month unpaid. We are very disappointed in the customer ********************** thus far and have also learned through close friends that we were severely overcharged for our solar panels. We have called them several times and they tell us another division is in charge of payment. We've talked to **** and she says she'll check it out and call us back and never does.

  Business Response

  Date: 09/14/2022

  First and Foremost we apologize for not getting back to you sooner. I will like to informed you the reason why we haven't been able to get back to you is because the company that sold you the solar panels  which is Onit Energy USA has not gotten back to us. As soon as we hear from them regarding any back pay we will contact you directly via email. I apologize for the incovenience and again I will work to make sure Onit Energy sends you the checks. 

  Customer Answer

  Date: 09/15/2022

  Complaint: ********
  
  I am rejecting this response because:We have not heard from Onit.
  
  Regards,
  
  ***************************