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:08/22/2024

  Type:Sales and Advertising 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.

  Ultimately, I feel unfair sales tactics were used to secure our business. Highlighted by additional government incentives, rebates and depreciation that are difficult and/or impossible for individuals to access
  Solar production of the panels was presented as eliminating or nearly 100% eliminating electric bill. Comparisons made between our estimated payment for solar over time vs. payment of electricity without solar in an untrue manner.
  Financing of the loan was communicated as "no payment due for 6 months". When in reality, the loan began accruing interest charges from day 1, essentially costing $8/day throughout the "0 payment due" period.
  Additionally, one of the main reasons that we chose to move forward with Infinity was the 10% rebate for US produced panels, essentially returning $6,000 of the sale price. When researching this, tax professionals are unwilling to submit this tax incentive because the guidelines are so unclear from the federal government. Further investigation of the panels we had installed shows that they are partly produced in Vietnam and would not qualify for the rebate as sold and promised.
  During the sales process, we were told that Infinity would put us in touch with a company to assist with filing for these tax incentives. This was partly true as the company, ***** *** ****, did set up an initial call to review our contract. However, they requested an additional $1500 simply to complete a rebate form and would require more money for assistance with filing this form. Most all of the incentives appear to only be available to corporations, LLC or incorporated individuals or groups and not to the average household.
  When inputting my adjusted gross income into their calculate, it determines that I have not eligible for ANY of the additional incentives that were used to secure our business. This amount totals $13,971 in incentives promised that will not be recouped.

  

  Business Response

  Date: 08/27/2024

   Hello BBB Staff,

  We take customer happiness very seriously. Please see the multiple attemps at communication with the client attatched Call me if you need any thing at all.

  Thank you,

  Jeremy ***** - ************

  Customer Answer

  Date: 08/28/2024

  I am rejecting this response because:  the statements by Mr. ***** in his rebuttal are untruthful.  Mr. ***** was the point person for every portion of closing this business including:

  -procuring the financing, switching the finance company, promising incentives and rebates that are not available to individuals (verified by the very companies he recommends), installing panels from a foreign country and promising 10% US produced discounts (one of the major deciding factors in securing my business), explaining, in writing, that I would not be charged interest for 6 months when in fact I was charged that from the date the loan closed.  Mr. ***** is attempting to shield himself behind the other companies that he in fact acted as an agent for during the process.

  The bottom line; the tactics used to secure my business amount to being promised a loan amount, after incentives of $28.758.  In reality, our loan amount, after incentives, will equate to $42,154 (not including the additional finance charges for the larger loan amount).  Other consumers need to be aware of the reality vs. fiction that Mr. ***** uses to procure sales from unsuspecting customers.  It is deceptive sales practices by very definition.

   

  Customer Answer

  Date: 09/20/2024

  I am rejecting this response because:   The response from Solar Patios and Pergolas does not address any of the concerns originally raised in my complaint.  The system itself is not part of this complaint, not sure why that is the only item they chose to respond to in their most recent retort.  The issue at hand is that bait and switch tactics are used throughout the sales process that was used to secure my business.  Please address the highlighted issues from my original complaint:

  - 10% Rebate for US produced panels promised when panel were in fact produced in Vietnam

  - Depreciation incentive and rebates promised are only available to corporations/small business and additional, adjusted gross income would not allow me to qualify for these incentives even if I was a corporation.

  - Solar Patios and Pergolas acted as the agent to secure financing and miscommunicated the terms of that contract which were less favorable to me, the consumer.

  I am asking for a refund in the amount of the incentives that I was promised but am unable to be recouped; that amount is $13,971.  Unlawful sales tactics are being used against unsuspecting consumers and future potential customers need to be made aware of this.  Please refund this portion of the purchase price to avoid demand letter and litigation.

  

  Business Response

  Date: 09/20/2024

  Mr ******,

  Thank you for bringing these concerns to us. We have confirmed your system is producing more than it is warrantied to do. We would like to invite you to call your project manager any time you wish if you are ever concerned about your system working properly. He is there to help you at any time. Your proposal showed to produce in the mid 80's not at 100%. Please keep in mind we can only warranty for the amount of electricity production the system will create. If the home is using more electricity that percentage can change .Many home's electricity usage can vary from 10%--40% year over year.  If there is ever a case where is not putting out the amount of electricity that is supposed to we will definitely fix it. That being said your system is working great at the moment. I have spoke to Credit Human over your concerns with the first six months no payments? They asked that you please call them and they would review your concerns. Please remember you originally were going with another finance company, but then changed to them for the lower rate. They mentioned they have different terms  than the other finance company. For the tax portion I'm not sure if you were told, if you have unused tax credits they do roll forward. I understand if you don't want to use the tax preparation company we suggested. The only reason we suggest them is because previous customers have complained that their tax preparers were not familiar with solar. I understand wanted to use someone you are familiar with. I have sent a few other companies as suggestions as well if you prefer to give them a call. We are here to help. Please feel free to call us for any future help.

  Customer Answer

  Date: 10/28/2024

  Dear BBB, 

  Attached you will find the original proposal email from Jeremy at Solar Patios and Pergolas.  The first page of which shows the federal tax credit with 10% domestic production rebate of $24,416 and Est. depreciation of $7,867.  When in reality, the standard 30% federal incentive of $18,312 is the only rebate available to an individual or family.  The promise of these lower monthly payment and incentives were a very large part of us choosing to move forward with Jeremy and Solar Patios and Pergolas.  What was promised in these emails and during his sales pitch was not delivered and future potential customers deserve to know this.

  Please let me know if you have questions -or- if more details would be needed.  Thank you for reviewing.

  **** ******