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:10/18/2024

  Type:Delivery 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 paid ******** for a solar radiant barrier placed throughout my attic. It is advertised as a energy saver but is a scam as it does not save a dime. Not poor workmanship but the product is without merit. I called and left messages 7 times over a ten day period without a call back. I am seeking a remedy to this scenario as the BBB recommends. There is no way they are worthy of a A+ rating by an institution as respected as the BBB.

  

  Business Response

  Date: 10/18/2024

  In response to Mr. ******* I do not have any messages from you. Are you calling Energy Improvements home office? I gave you my personal cell number when I visited you. So if something was dropped from the answering service or the office, I apologize. I just looked up your file, you have barely had the energy system installed three months so it would be impossible to know the actual results. The work was also done in the dead of summer in July. You really have to see what happens season to season. Insulation / radiant barrier can only do what physics allows it to do, which is block and slow down heat transfer from coming into the home in the Summer and losing it in the Winter. You seen the data from all the third party places that did the testing starting with ****, Better Homes and Garden, TVA, ******* Solar Energy Center, ** AM, ****************. I also showed news clips and customer videos. I have written testimonials over thirty years old. So its impossible that it does not work. There might be an issue with something else in your home. There are so many variables, heat index, something going out on the unit and it being a coincidence in timing. But I assure you that this is not a scam. Its offensive to say that. You cant scam ****** homeowners over three decades and stay in business. I am sorry if your expectations are different than what has happened. But really you need to wait and see the Summer and Winter seasons. Thank you, **

• Initial Complaint

  Date:08/16/2023

  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.

  Ed ****** sold me solar panels on the premise that my cost of solar panels and my new bill from SWEPCO would be less than my electric bill with no solar panels attached. THIS WAS A BLATANT LIE.
  My first bill was for 454 KWH. For this usage, I was charged 202.98.
  I produced 1,190 KWH. For this production, I was credited with $28.21. Adding the $213 solar power payment, my total out of pocket was $387.77. Not only was the total out of pocket NOT less than the bill, it was a net $387.77.
  This is a 52% increase, NO SAVINGS WHATSOEVER.

  

  Business Response

  Date: 08/22/2023

  So here is my response

  First, I am sorry that there is a misunderstanding on how solar works and information that was interpreted on how it works, and how it's produced at your home. I considered Mr. ****** a friend, he is a customer from three years prior with one of our other energy products called radiant barrier.

  I have been to his home on a couple occasions and he even took me to the golf driving range to give me some golf tips. So this complaint is definitely a blind side, especially with all the accusations, insults and threats on social media.

  But let me address the complaint itself. The misunderstanding is thinking that a solar investment monthly bill will replace the electric bill.

  Solar if sized at 100% will produce the same consumption that the electric company provides. And I have the attachments to show that the system is doing that. Of course the demand is a little more this summer because of the massive heat wave. But when a system is grid tied, which 94% of all system are, there will always be an electric bill.

  And if an electric company does not buy back electricity dollar for dollar, there will still be electric that is pulled from the grid. Swepco does not pay dollar for dollar.  We explain this in detail to each customer. I have customers in the same area with the same electric company who understand and are very happy. Matter of fact a couple of them gave me video testimonials on how pleased they are. One of them, which I gave me a testimony several months ago, how he spoke to Swepco [ the same electric company ] for over an hour after his installation.

  The Swepco rep asked, " who installed this for you, nobody tells the truth". Meaning we disclosed all the facts and truth on how solar works.I understand there is a lot of distortion, half truths and flat out lies in the solar industry. We come behind these people all the time.  Sometimes people hear what they want to hear, or believe what they want to believe. But we take great pride in working locally and with integrity. You simply cannot stay in business for over three decades by being crooked or dishonest as the claim is.

  But let's dig into the complaint a little. First the complaint came the month after his first electric bill. We both have attached that bill. It shows he was charged for 454 kilowatts. I am not even sure this was a full month but even looking at this, last May was 1735 kws used. This is the first indication that the system is working. Two, the claim that he spent 202.00 for 454 kilowatts is saying he was charged 2.24 a watt, when in reality the rates are .10 to .14 a watt. He did not get charged 20 times his rate. Three, the electric bill does not show the power his system created. The app shows what is being produced but not the electric bill. During the day the home is being powered by the solar panels installed. Four if you look at the same electric bill it shows the average monthly consumption is 1526 kilowatts. The June or July bill was not was not submitted but it probably would show the same thing that the system is producing the majority of the demand. Again, it's an unusually hot summer so the consumption might be more. Five I have submitted a snapshot of the daily consumption from last week. It shows what is being produced, what is being used by the home and what is being sent to Swepco. Also, another snapshot of the weekly, monthly and year to date. It shows that the system is producing what it's supposed to. The other graph shows the last 7 days and it shows the electricity being produced is pretty much keeping up with the demand. We do not have control over the electric companies' pay back programs in the form of credits. It constantly changes with all the companies. Finally I am sorry for this situation. We have thousands of customers and rarely get a problem. This is the first solar complaint that we have received and it came days after the first electric bill came. We have several video testimonials and a lot of our business is from referrals.

  Thank you,

   

  Customer Answer

  Date: 08/22/2023

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

  from Ed ****** "It shows he was charged for 454 kilowatts. I am not even sure this was a full month but even looking at this, last May was 1735 kws used. This is the first indication that the system is working."  How so?  This is a blatant DISTRACTING LIE. 

  I used 1735 KWH last year.  I used 454 KWH this year.  THIS HAS NO BEARING WHATSOEVER ON THE EFFICIENCY OF THE SOLAR PANELS.  **** *******, Supervisor with SWEPCO over this area, see attached, clearly states "THERE IS NO NET BILLING IN THE SWEPCO AREA." As a result, I was charged $202 for the 454 KWH used.  I was credited a total of $28 for the 1150 KWH produced, a rate of approximately 20% of the usage rate.  HOW COULD I EVER BREAK EVEN AT THIS RATE?

  I am rejecting this response because: I was told multiple times and the company promotes a savings in electric bill, that is, the cost of the solar panels plus the new electric net bill ( cost of electricity  and credit for KWH produced ) would be LESS than the electric bill by itself.   My electric bill plus the credit for KWH produced plus the payment on the solar panels was $387.00.   THIS IS 92% HIGHER THAN AN ELECTRIC BILL BY ITSELF. Not only is  it not less than the electric bill by itself, it is 92% higher.   This is fraud.
  

  This is not what was promoted verbally and is promoted  on his website.  These people are LIARS AND SCOUNDRELS OF THE FIRST ORDER.  This is the culmination of a $65,000 scam.
  
  Sincerely,
  ***** ******
  
  

  

  Business Response

  Date: 08/24/2023

  ******** case

  
  

  In response to ***** ******s rejection. The very thing he accuses me and the company about is what he is doing. It's him trying to pull off the biggest scam I have seen in all the years I have been in business. He had a 55K solar panel system installed that he has not paid a penny on and has no intention of paying anything. He is getting free energy from his solar panels. He has not mentioned any bills since the first one. This is like a politician trying to pin something on the other side and all along being the guilty one. Nobody mentioned net metering. Nobody mentioned electric bills going away. Matter of fact it's explained that there will always be electric bills because your grid tied. Not only that, Swepco does not pay dollar for dollar so there will always be an electric bill. He heard something and is running with it. As I said, we have several jobs not only in Longview but other places where the buy back is very low or nothing. Some people just want something for nothing. ***** ****** got the system for nothing, he pulled it off for sure. Now he wants to justify his actions. Unbelievable !
  

  Ed ******

  Customer Answer

  Date: 08/26/2023

  I am rejecting this response because: see attachment

  Complaint: ********
  
  I am rejecting this response because: SEE FOLLOWING LINE BY LINE RESPONSE TO THE LIES BY ED ******.
  So here is my response to each of his points in red.
  First, I am sorry that there is a misunderstanding on how solar works and information that was interpreted on how it works, and how it's produced at your home. I considered Mr. ****** a friend, he is a customer from three years prior with one of our other energy products called radiant barrier.
  I purchased radiant barrier for installation into my attic a few years ago.  I have no qualms with the radiant barrier product that was installed into my attic.  I would note that there is no interpretation involved here.  Ed ****** asserted in person and it shows on one of his FARADAY websites that the cost of the panels plus the new electric bill would be less than the original electric bill with no solar panel system.  No interpretation involved here.  
  This is false and misleading information, which I based my original decision to try this system.
  As far as ‘friends’ is concerned,I would note that a friend would not scam another friend for over $60,000.   I am not a friend of this scoundrel and he is definitely not a friend of mine.
  I have been to his home on a couple occasions and he even took me to the golf driving range to give me some golf tips. So this complaint is definitely a blind side, especially with all the accusations, insults and threats on social media.
  Before I got the first electric bill, I offered my help with Ed ******’ golf swing.   After receiving my first electric bill, I immediately started the process of finding out exactly why the information on the website and what I was told directly to influence my purchase decision was not, repeat, not, what was presented to me to influence my decision. 
  But let me address the complaint itself. The misunderstanding is thinking that a solar investment monthly bill will replace the electric bill.
  THIS IS THE POINT THAT WAS REPRESENTED TO ME and IT IS THE  SAME POINT PROMOTED ON THEIR WEBSITE.  This is the crux of the lie that was foisted on me from the beginning.
  Solar if sized at 100% will produce the same consumption that the electric company provides. And I have the attachments to show that the system is doing that.
  What does “sized at 100%” mean? My previously-attached bill shows that the system attached to my roof produced 240% more than my electric usage. For my 454KWH usage, I paid about $202.   Producing 240% of usage ( 1230 KWH ) allowed a $28.00 credit.  $65,000 divided by $30 credit per month or $360 per year would mean that I would not break even for 181 years.  I am sure that I would not have invested in anything that would take 181 years to break even.  But I was lied to on multiple occasions so I have voided my signature for cause, voiding any contract or signatures regarding this scoundrel.  From the website:  
  I again point out: the deceptive advertising shows the combination of solar panel payments and the new electric bill would be less than a home with no solar panel system installed.  THIS IS A BLATANT LIE.
  Of course the demand is a little more this summer because of the massive heat wave. 
  THIS HAS ABSOLUTELY NOTHING TO DO WITH THIS DISPUTE.
  But when a system is grid tied, which 94% of all system are, there will always be an electric bill.
  That phraseology “ a system is grid tied” is nonsensical BS.
  And if an electric company does not buy back electricity dollar for dollar, there will still be electric that is pulled from the grid. Swepco does not pay dollar for dollar.  We explain this in detail to each customer. 
  You not only did not explain that I would have a minimum break even at 181 years, you trained your employees in this lie.  Witness Tonya Malone asking **** *******, “should Mr. ******’s bill be zero?” It was clear then that she had been trained incorrectly and she showed it.
  I have customers in the same area with the same electric company who understand and are very happy. Matter of fact a couple of them gave me video testimonials on how pleased they are. One of them, which I gave me a testimony several months ago, how he spoke to Swepco [ the same electric company ] for over an hour after his installation.
  Ed ****** did not ever explain the process this way.  In fact, the employees are trained in this lie.  See the previous copy of the email from his Daughter ( I think she is his daughter ) questions **** *******, supervisor over this area for SWEPCO asking at the end:  “shouldn’t Mr. ******’s bill be zero ( since the system produced over 240% of usage ).” This demonstrates that the employees are trained in this lie.
  The Swepco rep asked, " who installed this for you, nobody tells the truth". Meaning we disclosed all the facts and truth on how solar works. I understand there is a lot of distortion, half truths and flat out lies in the solar industry. We come behind these people all the time.  Sometimes people hear what they want to hear, or believe what they want to believe. But we take great pride in working locally and with integrity. You simply cannot stay in business for over three decades by being crooked or dishonest as the claim is.
  WHAT IN THE HELL IS HE TALKING ABOUT?  STAY ON POINT, ED ******.
  
  But let's dig into the complaint a little. First the complaint came the month after his first electric bill. We both have attached that bill. It shows he was charged for 454 kilowatts. I am not even sure this was a full month but even looking at this, last May was 1735 kws (sic) used. This is the first indication that the system is working. 
  NO ED ******, IT DOES NOT.  **** ******* states categorically that THERE IS NO NET BILLING IN THE SWEPCO AREA.
  Two, the claim that he spent 202.00 for 454 kilowatts is saying he was charged 2.24 a watt, when in reality the rates are .10 to .14 a watt. He did not get charged 20 times his rate. 
  THIS IS A DAMNEDABLE LIE.  The rate advertised is never the all-in rate. The first bill was $202.98.  This was slightly offset by a credit of $28.21.  Leaving a total due on my part of $174.77.            $202.98 for 454 KWH usage is an all-in cost of 202.98/454KWH      or   0.447/KWH. This is the cost of electricity with all of the extra charges combined on the snapshot.
  Looking at the bill, “Distributed Gen Cr 1230 kWh @ $0.024030” Means that I was credited at less than 1/20th of the usage rate.   Here’s the math:  0.024030 /0.447= 5.3% credit rate versus usage bill rate.
  Three, the electric bill does not show the power his system created. 
  OF COURSE, THIS IS A DAMNEDABLE LIE.   The bill clearly shows the KWH production.  That number is 1230 KWH.
  The app shows what is being produced but not the electric bill. 
  THE ELECTRIC BILLS ARE ATTACHED.  THEY WERE ATTACHED TO THE ORIGINAL COMPLAINT.
  During the day the home is being powered by the solar panels installed. 
  LET THE WORLD NOTE:  THIS IS POSSIBLY THE WORST LIE OF ALL. MY HOME IS NOT EVER POWERED BY THE SOLAR PANELS.  A DESPICABLE LIE.
  Four if you look at the same electric bill it shows the average monthly consumption is 1526 kilowatts. The June or July bill was not (sic)was not submitted but it probably would show the same thing that the system is producing the majority of the demand. 
  THIS DAMNEDABLE LIAR IS AT IT AGAIN.  THE SYSTEM DOES NOT PRODUCE DOLLARS AT THE MAJORITY OF DEMAND, BECAUSE IT IS ONLY GETTING CREDIT AT 5% OF RETAIL USE RATE.
  Again, it's an unusually hot summer so the consumption might be more. 
  SO WHAT?  THE RATE OF CONSUMPTION IS SEPARATE FROM ANY OTHER FACTOR.
  Five I have submitted a snapshot of the daily consumption from last week. It shows what is being produced, what is being used by the home and what is being sent to Swepco. Also, another snapshot of the weekly, monthly and year to date. It shows that the system is producing what it's supposed to. 
  

  $3O CREDIT ON A $200 LIGHT BILL IS INCONSEQUENTIAL.  ADDING A $213 OR $300 SOLAR PANEL CHARGE WOULD BE ABSURD. NO ONE PRESENTED THESE NUMBERS TO ME.  NO ONE IN THEIR RIGHT MIND WOULD CONTRACT FOR THAT.
  
  The other graph shows the last 7 days and it shows the electricity being produced is pretty much keeping up with the demand. 
  KEEPING UP WITH DEMAND?  30/200 PER CENT IS KEEPING UP WITH DEMAND?  HOW IS THAT POSSIBLE?
  We do not have control over the electric companies' pay back programs in the form of credits. It constantly changes with all the companies. 
  ED ****** STATED HERE, IN THIS FORUM, THAT ELECTRICITY PRODUCED FROM THE SYSTEM ON MY HOME POWERED MY HOME DURING THE DAY.  THIS, AGAIN, IS A WICKED LIE.
  Finally I am sorry for this situation. We have thousands of customers and rarely get a problem. This is the first solar complaint that we have received and it came days after the first electric bill came. We have several video testimonials and a lot of our business is from referrals.
   
  YOU ARE SORRY YOU GOT CAUGHT.  SCAMMING EVEN ONE PERSON IS TERRIBLE.  IT IS NOT GOING TO BE ME.
  
  Sincerely,
  
  ***** *. ******, III
  
  
  
  Sincerely,
  
  
  
  ***** ******

  

  Business Response

  Date: 08/29/2023

  I forgive ***** ****** for his conduct, accusations, threats, rage and for stealing a solar system that he has not and will not pay for. If anyone should be upset, it should be me. I choose to forgive and move on.

  Thank you,

  Ed ******