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Phone: (866) 865-5084 View Additional Phone Numbers 6320 S Us Highway 377, Stephenville, TX 76401
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Based on BBB files, this business has a BBB Rating of No Rating. The reason is as follows:
- The business is in the process of responding to previously closed complaints.
Customer Complaints Summary Read complaint details
|Complaint Type||Total Closed Complaints|
|Problems with Product/Service||5|
|Total Closed Complaints||5|
Customer Reviews Summary Read customer reviews
|Customer Experience||Total Customer Reviews|
|Total Customer Reviews||9|
Type of Entity
Business ManagementMr. Paul Graff, Chief Operations Officer Daryl Eason
Solar Energy Products - Retail Solar Energy System Design & Installation Energy Conservation Products & Services Energy Management & Conservation Consultant
THIS LOCATION IS NOT BBB ACCREDITED
6320 S Us Highway 377
Stephenville, TX 76401 (254) 965-2570 (866) 865-5084 Directions
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Additional Phone Numbers
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Complaint Trends - Last 3 Years
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Problems with Product/Service
Read Complaint Details
Complaint: I have a complaint about a local firm. It is "Air, Wind & Solar located at 6320 S. U.S. Hwy
Desired Settlement: see Attached document
In regards to the complaint made by one ******* ****** of **** ***** **** ******* ************* ** ***** dated December 29th 2014. _________(insert Date) contracted AWS to perform the installation of Solar PV system at his secondary residence. Mr ******’s stated goals where to become better prepared in the event of a natural disaster or manmade calamity and to offset his current electrical bill, and in that order. Due to the fact that the customer wished to have power during grid failure or interuptance he elected to have a battery back up system installed in conjunction with his Solar PV system. The Solar system was to be mounted on a carport structure installed by AWS and the Battery Back up system located inside the residence in a closet also occupied by the customers Electrical Panel. The near proximity of the Battery Back Up System to the Electrical panel being a prerequisite of the design. During said process the customer was made aware that due to the relatively small size of the Battery Back Up system he choose: only a very limited number of outlets and appliances would be functional in the event of grid failure. These limited “critical” items would then be wired to a secondary Electrical Panel, (referred too in the industry as "Critical Load Panel”) installed and supplied by AWS. The methodology of installing a Battery Back Up System with the capacity to run a limited number of times and load is the norm as the cost to install Back Up systems capable of covering 100% of the load are cost prohibitive for most customers. As result, the customer was given a range of several items to choose from in regards to the Critical Load Panel. A sample list for this letters purposes may be instructional: 3-4 lights, a small refrigerator, 2 celling fans, 2-3 outlets from which could attached small draw items such as cell phones. laptops and radios. Obviously more of one item could be installed with the exclusions of others. The customer showed the sales person involved with the account, several wells and pumps on the property including a very large agricultural system used to supply water large commercial pivot type irrigation unit. The customer asked if the Battery Back Up system could be used to supply any or all of his wells/ pumps. He was emphatically informed that the pumps electrical draws would far exceed the Battery Back Up Systems capacity and could not be serviced. The customer was also informed that there was a significant Utility rebate; which he wished AWS to apply and secure on his behalf. After contract signing and renumeration the Utility rebate was effectively secured and installation commenced.
> At the time of installation Mr. ****** informed the fabrication crew constructing the carrport structure that his wife did not wish to have the Battery back system occupy the closet in which the Electrical Panel was located. He was informed that the Inverter/ Charger, essentially the brain of the system would have to be located in the closet but that the batteries themselves could be located elsewhere. he was reminded that the batteries would perform best and last longer if they were kept in a heated and cooled environment. The customer elected to move the batteries outside in between the residence and the carport adjacent to a fence separating the two. Initially Mr ****** expressed his intention to have the Contractor that built his outbuildings construct the enclosure. However, a short time later, Mr ****** stated that he felt that AWS should provide or construct a exterior rated battery closure for him at no cost with similar materials and color schemes as his home and outré buildings. At first AWS personel reminded Mr ****** that he had not contracted for the structure he requested and nor had he contracted for the additional labor and materials to locate the batteries a significant distance from the Island and Critical Load Panel. When the customer became agitated intractable AWS middle management attempted to resolve the situation by offering to cover the cost of additional materials and labor, with the customer taking responsibility for the enclosure. When the customer repetaly refused middle managements efforts a senior executive met with the customer personally and offered to cover 90% of the costs, including the exterior battery enclosure. At the customers insistence the fabrication of his enclosure was moved in front of all other customer projects. When the battery enclosure was delivered to Mr Caywers secondary residence he declared it “ not too his liking” and refused to accept it. He then expressed his desire to have his Contractor construct the enclosure. In the interim AWS had finished fabrication of the carport structure and had installed and interconnected the Grid Tie Solar PV System. In addition the Utility conducted a extensive inspection of the Solar PV system and approved the system for interconnection to the grid and released the grant/ rebate funds.
> Several months transpired and the customer contacted AWS and informed us that he no longer wished to have his contractor perform the installation of the exterior battery enclosure and that he wished to locate the Batteries a significant distance away in another outbuilding. He of course did not wish to pay any additional labor or material costs. Given the past history with customer and the fact that the customer still had large outstanding ballance AWS managment acquiesced. During the installation of the Back Up System AWS's Senior Technician (Also a Master Electrician) attempted to get the customer to determine which items he wished to have connected to his Critical Load Panel. He was reminded that only those items that were connected to the critical load panel would have power int he event of a electrical outage or grid failure. He was again given a sample list of common items usually connected to the critical load panel. The customer repeatedly told the technician that he wanted everything (the entire electrical load of the house, ranch and pumps connected to the Critical Load Panel. When he was informed repeatedly over a period of several hours by the technician that not only could did the system not store enough power to service his entire ranch but that the surge (or initial power consumption when electrical appliances turn on) would be far exceed the systems capacity causing the entire system Battery Back Up and Solar PV to shut down in addition to shut off the Grid supply as it was being run through the Battery Back Up. The customer heatedly expressed that that was how he wanted it and that he would disconnect everything that could not be run by the Battery Back. After making his demands known to senior management and expressing his intent to “have the system taken out” of it “was not installed how I want it” AWS again complied.
> Over the next four months the customer repeatedly complained that his system was shutting off and running errors codes. Which he determined that where the fault of Bad Equipment. At his requests AWS conducted 7 service calls at no charge to Mr ******. Each time it was determined that the system was functioning normally and simply needed to be reset due to a large surge event/s. The customer claimed that he had “alot of lightening out there” and that it must be "tripping your system". Of course as the customer later admitted he was attempting to run almost his entire electrical load through his his Battery Back Up System. And that while he had disconnected his water heater and other small household appliances he was still attempting to run his agricultural pumps and the bulk of the properties electrical load. However, it was not until the end of this process that the customer finally admitted that he “had made a mistake” and that the system needed to be reconfigured. Of course he did not wish to incur any fees to to reconfigure the system. AWS senior management agreed to pay for half of the labor and material cost. The system was reconfigured per the customers request.
> It should be noted that during the sales, post sales/ design, interim, installation period and post installation Mr ****** was in constant contact with AWS personnel. During the sales process the C.O.O. even went so far as to take Mr ****** and the his sales person to breakfast. As the customer felt the need to interact with AWS senior management in a “less formal” environment in order that he might “feel more comfortable with your (AWS’s) institution. The same executive and other senior management at the customers request visited his primary residence and secondary residence a total of 7 times during the before mentioned process. It is of course highly unusual that senior management meet deal directly with customers at all. As this task is typically reserved for sales and support staff and when necessary middle managers. In addition Mr ****** has visited AWS’s Head Office in Stephenville TX no less than 19 times. In each event, though the Mr ****** did not have an appointment and wished to speak with a Senior staff member, almost with out exception time was made to visit with the customer. It is of note to mention that more often than not what Mr ****** required from the meetings with AWS executives was to reiterate and reexplain items in regards to his system. These items ranged from technical questions to tax items. It was noted by AWS employees of all levels that Mr ****** did not seem to digest information that he did not agree with well. And that if he did not like the answer to his queries, that he would continue to purvey the same question to as many parties as possible. Specifically as mentioned before many of these items were tax or technical questions. Ironically, neither of these categories are subject to negotiation but are limits detained by physics or acts of law. One item that the customer continually referred back too was the ability to run larger amounts of load on the Battery Back Up System. Though after detailed explanations and even illustrations Mr ****** would except the limitations of the system as constituted and agree that he did not wish to expend further funds to upgrade his Battery Back Up System; invariably the customer would be back to “run over how this system works and why it can’t run more stuff”. *******s "chalk talks" as the hours long sessions conducted repeatedly by AWS executives came to be known where finally deemed to not being likely to satisfy the customer. Mr ****** demanded a copy of the installation manuals to determine for himself how the system to could be configured to work in the manner in which he wished. After several weeks passed by Mr ****** returned to ask for help in “deciphering the installation manual”. After some counseling by AWS senior management the customer agreed that the Battery Back Up System would be installed as originally called for and mandated by the manufactures specification.
> It is the position of AWS that our concern has conducted it self with utmost of restraint and concern for the customers concerns and well being. Though it is cliché we feel that any reasonable in individual can only come the conclusion that AWS personnel and especially the management team have “gone the extra mile” for the customer in question. To be frank we believe that this unfortunate situation is simply the result of a customer who wishes to have have it his way and with out taking responsibility for the consequences of his decisions. It is true that to some degree AWS has facilitated this behavior by repeatedly acquiescing to his demands and thereby facilitating said behavior. While in retrospect where we to do it again we likely would be less willing to bend to he customers wishes; we do not think that one can fault our motives for so doing. The customer repeatedly made the claim that he could not reach AWS personnel and the when he did “it was begrudging”. It is illustrative that Mr ****** has the personal cell phones of two AWS senior executives. But perhaps the real clue is in the term “begrudging”. At no time did AWS or its employees not make itself available to Mr ****** even at the most inconvienet of times. But perhaps what Mr ****** really means is that AWS was not telling him what he wanted to hear. In fact the letter in which the customer makes these complaints is the first AWS has heard any of the befporementioned claims. Furthermore imedailty upon recepoeint of said letter a AWS manager aqaunted with the account reached to Mr Caywer. The customer did not wish to discuss the matter and abruptly disconnected the phone call. At this juncture AWS feels that one cannot reasonably expect more of us than what has been done heretofore. We respectfully consider this matter closed
Problems with Product/Service
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Complaint: Air, Wind & Solar was contacted to provide ground mount solar panels. We paid the deposit & they pulled the permit. Unfortunately they did not show up to the Planning & Zoning commission meeting to get the permit approved so it was denied & the city will not accept another application for 6 months. I can provide a copy of the denial from the city. I have an email from the Vice President of Sales that states "Yes, we will refund all of your money if the permits are not acquired." before I put down the deposit. We have nothing & they have our money.
Desired Settlement: Refund of $5958.00
The customer contracted with us to build a ground mounted solar system on her property.
As we were working through the permitting with the city of North Richland Hills, the customer agreed that AWS could move the array to the rear of the home, which would meet the city's building and zoning requirements. AWS would take on the additional cost of labor, trenching and wire. The customer requested AWS to enclose the ground mount array making it a building at no cost to customer.
AWS said that we could enclose the building, but we would charge the customer additional. Customer charged back their credit card and then called AWS to inform us that AWS should enclose the building at no cost to them, or else they would go to the P+Z meeting and ask that the project not proceed from the city.
Since the customer withdrew their deposit and violated the contract, AWS notified the city of the customers behaviours and did not attend the P+Z meeting.
The customer received all funds from the chargeback and AWS lost over $4,500 in engineering/design and permitting costs.
If you need anything else, please let me know.
I hope all is well with the family and business.
**** informed me that he spoke with you and **** yesterday and he asked me to send you pictures of what the array would look like within the city specs.
me know your thoughts, or if you would like another view let me know. This
should give you a pretty good idea of where we can put this.
7/27/14 I responded
What is the pitch & the total height?
Also **** told **** that ya’ll were closing the sides in? Something about a loafing shed with the panels on top?7/28/14 ****** responded
The pitch is 15 degrees and the total height is 14'4"
That's something we can do. I will check with **** on enclosing the sides.
8/20/14 After many more unanswered calls & emails **** called saying he "could" enclose it not that he "would". We told him again that we weren't changing the location if it was not enclosed.
8/21/14 Planning & Zoning meeting at 7pm. We were there. No representation from Air, Wind & Solar so the city denied the permit.
We disputed the $9500 charge on our credit card & the credit card returned our money.
The only fee Air Wind & Solar paid for was the permit filing fee of $582.00
Problems with Product/Service
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Complaint: I puchased a $27,000 rooftop solar system in 2013. Not only has it never performed to my expectations, but its solar production has dropped from 30 kw daily to 10kwh (sunny days). I have continually contacted them with my problem. Their first solution was that i had too much shading. I loped off the treetop that they recommended pruning. Over six months later, they finally sent a representative. I told him i was glad to get his help and that i had been waiting a long time. He, **** *****, told me they had given him the wrong address for months. He was also surprised at the lack of output and asked me if it had ever had more prodution. He said he would make a report to the company. I have been in contact all year with the company with over dozens of calls for assistance. First with eric graff and most recently with paul graff. Paul is always going to call me back, in an hour, or a day or two, he never does. I am very dissapointed that I have such a expensive solar system. It was supposed to be an assest and make my home more valuable, but such a nonperforming system would actually have the opposite effect
Desired Settlement: I still want to have a solar system, but i want one that performs as advertised. Thank you
In regards to the complaint above filed by *** *****. Mr *****’s issues as he mentioned are indeed related to shading of his system. Mr. ***** lives on heavily treed lot with adjacent neighbors having similar large flora. The customer was made aware that in order to have optimal production from his system, significant trimming would be required. Understandably, the customer wanted to minimize the impact on the affected trees and wished to wait until after the system was installed to trim said items. The customer’s stated intent for so doing was that he felt the impact to “his trees could be minimized by watching the shading throughout the day and year; only trimming what was necessary.’ The reason that the customers production numbers have decreased over the years is due to the fact the trees have increased in size. While it is true that the customer has trimmed some of his trees, others have been left untouched and as a result have increased in size and density. Furthermore, the production of his system will necessarily vary greatly throughout the year as the sun changes position and the flora sheds or grows new leaves The net affect however, is the same due to the fact that if even one of the solar modules on one his two banks are shaded, it is the same as the entire bank is being shaded, This is due to the fact that the systems can only produce what the lowest producing solar module on any given bank is producing. This process is referred to in the Solar Industry as “choking”. Mr ***** has modules that are still being shaded and as result “choking the entire system”. The remediation for this problem is to trim the trees to a appropriate level. A partial remediation could be accomplished by relocating the solar modules. However, the untrimmed trees will still negatively affect the production, albeit to a lesser extent.
In reagards to Mr *****’s claims that our institution has been unresponsive to his requests: AWS has conducted 4 service calls at no charge; at the customers explicit request for various issues that he claimed were affecting the production value. These have ranged from claims of faulty installation as a whole, (service call performed, no issues), a defective inverter (service call performed, Inverter tested and operating correctly) and two shading analyses. In addition, we have taken the data from the before mentioned shading analyses and constructed a 3d CAD model of the customer's home and flora to extrapolate the least invasive method of remediation. As previously mentioned, all of these items though of significant expense to AWS have been done at no charge to the customer. The customer has repeatedly requested that we make our best attempt to minimize both his out of pocket costs and impact to his trees. No easy task given the situation. We feel that we have consistently acted in the customers best interests at our expense. We are still committed to assisting this customer in whatever way possible, irregardless of the merit or lack thereof of his complaint.
In summary, we reiterate our recommendations expressed to the customer and in this correspondence: trim the trees, move the the modules or both. While we do not partici***e in activities relating to trimming of trees, we have again extend offer to move the modules at less than our cost if the customer is so inclined. Again thank you for the opportunity to respond to the matter in question. Please feel free to contact directly with any further questions you may have.
Problems with Product/Service
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Complaint: I purchased a solar system and have had numerous problems which have not been repaired. The system has been fully paid for over a year. I have ask Air Wind and Solar to please make the necessary repaid to make the system function They refuse to even acknowledge the problem.
Desired Settlement: For the system to function
Air Wind & Solar Inc.
*** **** * ****** ****
**** * ** ******* ***
************ ** *****
The fictional short story written by AWS is laced with partial truths and many untruths. AWS has a unique way of twisting and distorting facts and I will not try and refute each of the untruths as I feel this matter will be settled in another jurisdiction.
Fact AWS has no relationship with any of the three water well companies is because they refuse to work with AWS for their own reasons. I have a relationship with two of the well companies and when I called them they refused to work on a well where AWS was involved, however Mr. ****** which I have known for 30 plus years agreed to pull my well if he did not have to even talk with AWS.
The pump sold to me by AWS was still in warranty so I ask them to perform the necessary work to determine if the pump was working. A man who had been to my location before for AWS cut the wires coming out of the pump and determined that the pump was in fact not working. Those wires remain cut now for the past three months. Upon pulling the well the poly line attached to the top of the pump was split when I ask AWS about the split I was told it must be defective poly. I then ask “well you sold me that pipe did you sell me defective pipe” and I was told they were finished with me not to call them again.
AWS was contacted several times to determine why our pump did not function. AWS recommended that the ridged steel pipe be eliminated from the well and replaced with one inch poly line. (They discussed in their story). AWS told me to take the line and pay them for what I used. Mr. ****** said if you insist on using the poly we will never be able to pull your well again because they cannot pull pipe that is continuous without collars. He said he would do whatever I ask him to do, however it would be a big mistake. I instructed Mr. ****** to run the ridged pipe back and get may water well functioning without the solar pump.
I would strongly encourage the BBB to take a minute and look on line at Solar Reviews to see what other have experienced with AWS. I am not the only person who has experienced difficulties with AWS.
** ** ***** ******
Problems with Product/Service
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Complaint: I have been working with **** with this company for some time now to put in a solar system in at our home. I received an email with an estimate for 5709 in out of pocket expense, when I told them to go ahead with the installation, they did a bait and switch and wanted me to sign a contract for some amount over 13,000.00.
Desired Settlement: I want this company to honor the installation price of 5709 to install the exact system that we were quoted. This company is attemping a bait and switch contract and now does't want to honor the estimate evidentially because the person who did the quote doesn't know how to do his job. This company is involved in deceptive business practices.
**** ****** *** ******* ****** ***** ******* ** *****
This message is in regard to your complaint submitted on 11/12/2012 3:51:53 PM against Air wind solar, AKA Lone Star solar AKA Lone star power savers. Your complaint was assigned ID ********
The business has sent the BBB a message regarding this complaint, and we are passing it on to you. The contents of this message are below or attached. Please respond to this message at your first convenience.
Keep in mind that your response whether in whole or in part may be posted for the public to see. If your response is posted for the public to see, consumers may use it to form an opinion about the consumer who filed the complaint more than the company on whom the complaint is filed.
******** ******************* ***********
****** ***** ******** **** ***
******** ******************* ***********
****** ***** ******** **** ***
MESSAGE FROM BUSINESS:
We at Air Wind and Solar appreciate the opportunity to clarify the issues surrounding Mr. ******** claims. It is a standard industry practice to calculate for potential customers the full financial benefits of a renewable energy system. This includes, but it is not limited to: years to payback, rate of return, value of electricity produced, potential appreciation etc. Air Wind and Solar uses a third party software Energy Periscope to provide the financial analysis and report. This tool or ones identical to it are used by the vast majority of reputable, established renewable energy integrators. A key function of this software is the ability take into account available or potentially available rebates or credits and how they could potentially effect the customers payback, rate of return and total cost of the system.
Mr. ****** asked that we factor in a potential rebate (that rebate has since become a reality) that may be offered by Oncor (his wholesale electrical provider) and the 30% federal tax credit. Air Wind and Solar often can have rebates from different electrical providers assigned to us directly in lieu of the corresponding amount due on the contract price of the contract. Tax credits however cannot be assigned for a variety of reasons the first and foremost being that one has to have tax liability to access the credit in question. One of the first questions we ask potential customers is whether they have a Federal tax liability that could be offset by a renewable energy tax credit. The customer would realize this credit after they filed taxes and received their tax return. Mr. ****** was and is more than aware that, though the potential Oncor rebate could be assigned, the tax credit cannot be. Despite this fact and Mr. ******** clear understanding of it, Mr ****** has tried to extort Air Wind and Solar into reducing his upfront cost the by the potential tax credit he could receive. He then promised to assign the tax credit to us. Mr ****** is fully aware that his tax tax credit cannot be assigned to us. (see Notice 2006-52, 2006-1 C.B. 1175. only non profits can assign tax credits and then only to the designer of a building, Mr ****** is clearly not a non-profit and we are not designing a building). When queried by myself as to what would happen if Air Wind and Solar were to agree to such a ill advised plan, and Mr. ****** were not recieve a tax credit? He responded, "well that would be on you". Of course our company does not advise, encourage or allow customers to try to assign a tax credit to us that is "unassignable" and said practice is specifically prohibited by the Internal Revenue Service. Mr. ****** refuses to accept the fact that what he proposing is impossible. Furthermore Mr ****** has repeatedly threatened that if Air Wind and Solar does not comply with his demands that he would do anything in his power to besmirch our reputation. Mr ****** attempted to reinforce his his threats by stating repeatedly that he had "done this sort of thing before" and "to hold on, your in for the ride of your life". Air Wind and Solar re-iterates its commitment to unparallelled customer service and integrity. We deeply regret that in this case a solution could be found that met with the potential customers specifications. We consider this matter closed
Air Wind and Solar