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:06/26/2024

  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 purchased a mini-split HVAC unit that runs on Solar DC and/or AC power back on Oct 23, '23. I had the unit installed by a HVAC licensed contractor. The solar panels and re-roofing was done also by a CA licensed contractor. Within the first month I noticed P3 & P4 codes being displayed. Since that time I've been working with a *****, **** and ***** there to get this matter addressed. I was sent a computer connection cable only then to be told that I need a Windows based laptop computer so they could see the unit and investigate. I advised them that I don't have such a device, my solar contract does not have a device nor do any of my neighbors or friends. So the resolve was to send me a new circuit board. This was after numerous attempts to take voltage readings as both the outside and inside units A circuit board was send and it took 10 days to arrive with NO Installation Instructions. When working with ***** recently it was determined that the instructions where not correct. It's as if he had no idea of my make/model. I asked to talked to someone concerning this warranty issue and was sent off to the extension for what I find out is HR.

  Business Response

  Date: 08/09/2024

  Mr. **** ********, our CEO, confirmed that this matter has long been satisfactorily resolved and should be closed. Thank you.

   

  Business Response

  Date: 08/23/2024

  As we stated,
  we will continue to honor our commitment to our warranty, and, we will extend
  the starting date of the warranty period as we agreed. We further state, again,
  we had not received, until we read it in a *** complaint, any information that
  there was a possible problem with the vanes not operating when under full power
  conditions. We were only informed that the vanes do not work when the power is
  in shortfall condition. And of course the vanes do not operate without
  sufficient power as they use electric motors, and we explained this to Mr.
  ******. Since we were advised, indirectly, by the *** complaint, that there is
  possibly a problem with the vanes not operating when under full power, we have
  asked, in our response to the *** complaint, that Mr. ****** contact our
  technical support department so we can assist in diagnosing/resolving this new issue. Our support department has still not heard from him on this
  issue. Our support department was and is ready to assist Mr. ******. Please
  have Mr. ****** contact our support department at his convenience for
  resolution.

  Customer Answer

  Date: 09/03/2024

  This firm is lying.  I have email proof that in July I notified them of the vanes not closing.  They are obsfucating the issue with you.

• Initial Complaint

  Date:07/17/2023

  Type:Product 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 purchased a solar energy air conditioning system from HotSpot Energy Inc. on April 17, 2023 for the total of *********. The item was poorly packaged and the glass on the unit arrived broken. The energy system arrived damaged to the point where it is unusable. Very heavy and fragile items were packed in cardboard. I reported this immediately to the company and sent photographs of the damage. I didn't hear anything from the company for some time. When I finally heard from them, they told me that I would have to wait 180 days for the matter to be resolved. I was told to purchase additional panels from them while I wait six months. This is unacceptable. I paid almost ***** for an item that is broken and unusable. The burden should not be put on the customer to eat the cost for 6 months while they "resolve" the issue. Six months from now it won't even be hot so I would not need the air conditioner. I paid for an item that I expect to work. I either want the unit replaced IMMEDIATELY or a full immediate refund so I can take my business elsewhere. I also will not pay for the return shipping of my item. That is the responsibility of HotSpot Energy Inc. to figure out how to pack and ship their broken unit that they didn't pack adequately to begin with.

  Business Response

  Date: 08/23/2023

  This order consisted of:  One ACDC12c Solar Split Air
  Conditioner; Four Solar Panels; and one rack-mounting kit.
  
  The damage was reported to us on 5/2/23. The shipment damage
  was not to the air conditioner itself but only to one of the solar panels. The
  customer filed the chargeback on 5/28. The attached pictures are of the
  shipment to this customer, which show the shipment is crated in wood,
  consistent with the manner in which we have shipped our products for 15 years.
  Everything arrived in perfect condition except for one panel.  The
  customer accused us of not packaging the items properly to claim the
  chargeback.  
  
  The customer complained that he did not get a response to
  one of his emails.  We looked back and noted that an email of 5/18/23 had
  been overlooked. We apologized to the customer admitting that it was an honest
  mistake. 
  
  Our policy, agreed to by customers upon payment of their
  invoice, clearly states: The customer must inspect the products promptly as the
  delayed claims for damages are not usually successful. HotSpot can assist the
  customer with a damage claim, but HotSpot is not responsible for the shipping
  damage. All damage claims must be filed with the shipping company and are
  subject to applicable tariff or law.
  
  During the claim process the customer unsuccessfully
  attempted a chargeback for the entire purchase.  The customer was offered
  to purchase another panel and be reimbursed once the claim was paid.  He
  was then given the option to properly crate/pack the order and return it for
  refund upon receipt and acceptance as a unit in good and unused
  condition.  The customer did not reply so the dispute was closed in our
  favor.  On 7/19/23, we contacted the customer via email informing the
  customer that we could send out a replacement panel if so desired. To this day
  we have not received a response from the customer.
  
  We will continue our efforts to resolve this matter amicably
  and are open to reasonable solutions.