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Complaint Details
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Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
No money or costs were ever mentioned. A salesman was sent out to evaluate my situation. He said that I didn't need a salesman, but that I needed a tech to come out and look over my equipment that I had already purchased. Still no mention of any costs to me. They sent out a tech to evaluate my situation. He said that I needed a new battery in my battery bank, that was low. After charging it, it works fine. Still no mention of money or costs to me. The next day I get an invoice in my email. When I questioned it, I was finally told what this company charges. $130.00 per hour, starting from the time that the tech leaves his house, until he returns. He was only here for less than 4 hours, but I was charged for three hours of "driving time". 7 hours total at $130.00 per hour! Why should I be responsible to pay $400.00 for his driving time? Of course this is one of those "hidden charges" that nobody ever mentions. There was also a $35.00 vehicle maintenance fee. Another "hidden charge". If I was told all of this from the start, I would have completely turned this company down!
Business response
12/13/2023
First I want to say that we are not here to get rich.
We have been serving all of Northern ******* for the last 49years with my farther starting ******** electric in ****. We service 100's of people a year and most of them ask us just like I do when I'm asking for someone to come to my house what will the charges be. In this case the customer nor did my office person talk about price. We sometimes in our day to day business forget to tell the customers what we charge as it is typically asked by customers. In any case this did not happen with this customer. This customer lives about 2 hrs from our *************** office and so it is not just a short drive to get to this customers home. When we have to travel and pay our employees to drive that far we charge our customers. We would not be in business if we did not charge for travel time.
To resolve this issue I would just like to get paid for our time from our PV office to customers home and our time on site. We will eat the costs to drive back to our PV office. If that does not work then please pay what You think is fair and we will right off the rest of the costs. Thank You
*****************************
Owner of Pur Solar and Electrical
Powering homes since ****
Customer response
12/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*********************
Initial Complaint
06/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
We contracted with PurSolar for home solar and battery back-up. The system install was continually delayed and There were many times they had to come out to finish work. The system frequently overheats. Two-fold issue: (1) PurSolar worked directly with the installer of the cabinet for the inverter and the battery. It was built to PurSolar's specifications which, apparently too small, causing the system to overheat. They put in two inadequate vents. I hired someone else to add more and even installed a solar fan. It continues to overheat unless I leave the door wide open, which defeats the purpose of having a cabinet. (2) When the system shuts down, I am not notified nor do I truly know how to get it up and running again. I had to ****** search help, and took a risk which I think works. PurSolar will not return phone calls, email even on the after hours emergency number (call and text).
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.