ComplaintsforSun Splash

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Accepted quote provided with an appt date set. Company showed up early (on a sooner date than appt set) & despite questioning assured us everything was correct. During the install, they realized they showed up at the wrong house & installed product of another customer on our home. They adjusted the amount owed, but unfortunately for the other customer, they now had to wait longer. We never received our final receipt, warranty information or tax credit paperwork that was supposed to be provided upon completion. We have made over two dozen phone calls (not exaggerating). Supposedly there is only one person in the company that can send us the paperwork - ******. Conveniently, ****** never seems to be in the office when we call. The two times we have been able to catch her off guard, she provides excuses & says she will send the paperwork…but we never receive it. To top it off, we found out that despite providing our name/info at the time of requesting a quote, they put everything for our purchase under the name/account of the previous homeowner of our house. We have asked several times for it to be corrected & are told each time it has been, then on the next call, they reveal otherwise. The last time we spoke to Melody, a couple weeks ago she said she had to figure out how to “fix the account” to get us the paperwork but promised she would do it the next day…low an behold, nothing! Today, we called at 10am, 11:30am, 1pm, 2pm, 3pm, 4pm & was told she’s “not in her office,” she’s “at lunch” or she had “already left for the day”…how convenient. Unfortunately, the office is in Phoenix & not local. We’ve asked to speak to someone else to be told there is no one else who can help, then asked to speak to ******** supervisor & conveniently they are not in the office either. We tried contacting the business several times with more than enough opportunity to resolve, next we filed a “review” on BBB without resolution, now we are filing a complaint. Horrible customer service!

  

  Business response

  02/28/2023

  The revised final receipt/proof of purchase and warranty information was already provided to Mr. **** and the tax credit paperwork is available on the IRS website or through a tax preparation service.
  

  
  

  Customer response

  03/01/2023

  
  Hello Ms. *********,
  
  My name is **** ****. This email is in regards to my complaint against Sun Splash Solar #********. I feel that Bruno has given me as much help as he can and I believe I have what I need from them. The treatment I received from ****** still leaves a bad impression on me towards their company and would not use them again, but Bruno was very helpful and really followed through getting me the paperwork I needed. For that, I am appreciative and feel the matter is resolved. Thank you for your services and for making sure my voice was heard.
  
  Sincerely,
  **** ****
  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have called for warranty repair work on my solar pool heater that they installed. This was in April. They have so far no show and no called for 4 appointments. They have also showed up at my home without an appointment and expected to be admitted. I have to take off of work or have an employee at the house for each of these missed appointments. They have now rescheduled in July. I am concerned they will just miss that appointment as well. I think it is telling that this company does business under at least four different names.... I would just like to have my solar pool heater repaired as promised and as outlined in the warranty guaranteed by this company.

  

  Business response

  06/25/2022

  Hello ****************,

   Sorry to Hear we are having scheduling problems on our end Getting you Project Repaired.

  I am also sorry we have attempted to arrive at your property to repair with out you having full communication.

  we will follow up and make sure you are looked after,

  Again our professional apologies,

   

  Kind Regards,

   

  Bruno

• Initial Complaint

  05/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a solar heating system from ************************* at Heliocol in July 2020. I was hopeful of extending the swimming season by several weeks. While the system has been marginally effective, I've been incredibly disappointed in the service from this company. They did repair a leak that occurred in January 2022, but I had to wait several weeks for them to do this work (I think I first called in November 2021). Thankfully, the leak was covered by warranty.I recently have had an issue with the panel that allows me to monitor and set temperatures and interfaces with the pool pump. Heliocol had installed an interface between the pump and panel that allowed their system to control the pump. That stopped working and I had to disconnect it for the pump to work. Since then, I have not been able to use the Heliocol panel. I called end of January or early February of 2022 and could not get an appointment until May 6th. I informed Heliocol that by that time, the sun will have heated up the pool without the system defeating the purpose of buying the system in the first place. I reluctantly agreed to a change the appointment. On May 5th, Heliocol called to tell me that their technician was out and that they had to reschedule my appointment to May 20th. I told them that I had been waiting since February and was unhappy to be told after three months that they could not attend to my system. I reluctantly agreed to accept the May 20th date.On May 19th, a dispatcher called to remind me of the appointment and that the tech would arrive first thing the next morning. I waited all morning and into early afternoon and no tech arrived. No one from Heliocol contacted me. I was ill that weekend and was not able to follow up with Heliocol about the missed appointment until today, Tuesday, May 24. After leaving two messages, I decided to contact the BBB.If you look online, this company has a horrible service record. Had I known this, I would not have purchased there.

  

  Business response

  05/27/2022

   

  Solar Pool Heating System was properly installed in September 2020 with quality workmanship 

  In early 2022, Home Owner paid his home handy man to install a new pool pump and supplied the connection cable which created communication issues with the existing solar control.

   Although this may be a programming or manufacturer issue, Green Energy **** will assist and is scheduled to inspect the system on Friday June 3rd to diagnose cause of communication issues.

   

   

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My pool solar installed by this company in feb. 2019 has developed a leak. I called the 520 number about 3 weeks ago and got no response to my message. I called again and was told that their service person was sick and they had no idea when he would be back or replaced and no one in another office could help. I then called the ************** which did not respond to my message. I then called again and got a pleasant gentleman who said he put me in the computer and I would probably hear back that afternoon. A week and a half later I called again and was detoured to a message machine to which they never responded back. Given a warranty on this I believe they need to do the repair. I am really disappointed with the lack of response to this. I just want a service repair so I can start using the solar again.

  

  Business response

  05/05/2022

   

  Solar system was installed in February 2017 and has not required service or site visit since 2017.

  Yes, ******************* contacted us for service on 4/14/2022 for leak repair but unfortunately we were not able to communicate sooner.

  We will promptly contact **** at the phone number ************ provided to coordinate service repair.

  Customer response

  05/07/2022

  I have not yet received any response from the company.  So I am still waiting to hear from them

  

  Business response

  09/20/2022

  Customer ******************* has recently verified the pool water leak Green Energy **** repaired in *** is still leak free and the solar heating system is properly operating as designed.

  Customer response

  09/23/2022

  
  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

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back in April 2021 one of our two Aquacal heat pumps stopped working. Since Heliocol installed the units, we contacted them for a warranty repair when one of them failed. Heliocol sent a technician to our home and I met the tech. I showed him the units and let him know I would be right back with my father to discuss the issues we were having. My father went out to see the tech and he was gone, he had jumped in his truck and left without saying anything to us. It was very odd. In the following week, I contacted Heliocol multiple times to find out what was the diagnosis and no one called back. So I decided to contact Aquacal directly to see if they could help us. They immediately got ********* Heating and Air involved. ********* arrived at our home, diagnosed the issue, contacted Aquacal right onsite and got the heat pump repaired on the spot with no charge to us. To our surprise, we received an invoice from Heliocol for the visit to our home back in April 2021. They are charging us a $95 trip charge and 1/2 hour of labor for another $75 for a total of $172.00. They did absolutely nothing and were literally here 5 minutes or less and did not even touch our equipment! I contacted Heliocol about this invoice and got a hold of an extremely rude woman named Melody who just kept repeating that they had come out so we had to pay. She said they had contacted Aquacal about the part and ********* is just the repair company. I contacted Aquacal to inform them of Heliocol's insistence that they handled this claim and want payment. Aquacal emailed me back that ********* was the only company assigned to our work order and they were paid in full for the warranty repair. Also, they confirmed that Heliocol is not a warranty service center and would not be recommended or assigned for heat pump repairs. Heliocol has the business responsibility to let us know they are not able to complete warranty repair work or handle anything related to warranty work.

  

  Business response

  04/08/2022

  Hello BBB!

  The ******* Family contacted our company to report that their pool heat pump was not working and requested service. 

  The heat pump needed to be inspected to determine actual cause of the problem.  Numerous causes could have prevented the heat pump from operating.  The "not working" issue could have been electrical, pool control or pool pump related.

  The heat pump was inspected and the actual cause was with the heat pump itself.

  The heat pump was installed in 2018 and beyond our company's warranty time frame.  However, the heat pump was still under the heat pump manufacturer's warranty. 

  The homeowner was advised of our findings and was presented with an invoice for our service visit and inspection.  The following day, we notified the Manufacturer's Representative regarding the warranty repair required. 
  

  It is unfortunate the the customer required two service companies for the heat pump repair.  If would be similar if the homeowner contacted the heat pump manufacturer first to report the heat pump not working and heat pump company determined that the problem was electrical, pool control or pool pump related.  The customer would have been required to pay them for their service visit and then required homeowner to contact a pool company for the required repair.

  We are willing to continue conversation with homeowner regarding invoice for the service visit they requested.

   

  Thank You.

   

   

   

   

  A service Technician was dispatched to determine the cause or the

   

   

   

   

  reason why the heat pump was not working.  The problem could have been electrical, loOur technician arrived at job and determined that the problem was with the heat pump.  

  The AquaCal heat pumps were installed in 2018 and beyond 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I contracted with Heliocol in February 2021 for a heat pump for my pool. The scheduled a date a month later for installation. The installation took place two months past that after more than a dozen unreturned calls and emails.The heat pump ceased to operate in early 2022. Again, multiple phone calls were unreturned before the company scheduled a service call for 2/20/22. The technician did not arrive nor did the company inform me there would be no appointment. They still have not returned phone calls regarding this but one person who answered the phone told me that the technician would not be able to visit for another month.This is by far the worst contractor I have ever worked with.

  

  Business response

  03/04/2022

  The heat pump manufacturer requires all warranty repair be serviced and completed by them.

  Heat pump is currently operating however additional inspection from warranty company is requested.

  The warranty company has been notified and will be responding.

  Additional follow up is scheduled.

  Customer response

  03/04/2022

  
  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

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Heliocol installed solar panels on the roof of our home several years ago for heating our pool. The panel(s) recently have a leak and so Ive had to shut down the system. Ive called 10 times since the beginning of January asking for a technician to come out to repair the leak. Each time I call I am told that the person in charge of scheduling is on the phone and shell call me back. Ive never received a call back. Yesterday I asked to speak with a supervisor and was given the same excuse she was on the phone and would call back. I told the person I spoke to at this point if I did not hear back by today Id be escalating to the BBB. It is time to begin heating our pool and I am also concerned about the damage a water leak can do the roof of my home and to the solar voltaic panels if this is not addressed immediately. Thank you for your Immediate help and attention. Mediate

  

  Business response

  02/21/2022

  Hello Better Business Bureau,

  Although we have no record of *************************** call in for service. 

   We will contact ****** today to coordinate a non warranty leak repair in a panel that was installed over 13 years ago on 2/18/2009.

  Thank you.

  Bruno

   ************

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a home where this company installed a pool heater. I purchased on August 5th, 2021. This system is under warranty and not working properly. I have contacted them repeatedly in the last month including this week. They were scheduled to come service this unit on 10-1-2021. They have been a no show every time I call. I want the unit fixed while it is still under warranty.

  

  Business response

  10/08/2021

  Hello Better Business Bureau,

  Upon review, we find that ************************************************* does not have any warranty with us. The heat pump located in his home has the manufacturers warranty only. 

  I have been in phone contact with ********************************************** to discuss this complaint.  ******* told me he is most upset with the missed appointments.  I told him that we too received no advance notice either.  Our Technician reported to us the next day that he was not well and was unable to continue his work day.   I apologized for the no show.  I also advised ******* that we are working to improve our communications.

  I then provided my mobile number to ******* and offered to file a claim with the manufacture for him.  He accepted and said he will provide me the information required to do so.

  I also suggested that he call me when he gets home to discuss valve positions which could affect water flow and be the cause for the low flow alert on his heat pump display. 

  He then agreed to pay for a system inspection which will provide him information on his new systems operation.

  We are hopeful that our assistance will speed up his pool heating operations!

  Sincerely,
  Bruno

  Customer response

  10/08/2021

  ***** has not been honest and left out details to avoid admitting any wrongdoing. The first appointment was for October 1st. Their dispatcher called at 7am and confirmed they would arrive between 11 and 1. That was the first no call no show. On Monday October 4th they called at 4:30 pm and said a technician is on the way and should be there within the hour. That was the second no call no show. Tuesday the 5th they said they would call us back to schedule a new appointment. Nobody called for two days. ***** claimed the technician was injured on a job site not that he got sick. Unless the first tech got sick and the second one was injured while driving to my address these stories are contradictory. This is not a matter of warranty this is a matter of service and a company with a long history of no calls and no shows.

  

  Business response

  10/14/2021

  We have been in phone contact and visited home numerous times since our last correspondence.

  We have also filed a service request for a warranty repair with the equipment manufacturer,

  We are working together to solve equipment operating issues.

  Thank you,

• Initial Complaint

  07/30/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had solar pool heating system installed by the above named and paid a deposit of $2910. They are now requesting the balance to be paid even though one of their employees was at my property today and said the Pentair electronic box installed by Green Energy is faulty. They said it was Pentair problem and not their problem and they are calling Pentair to come out to rectify but meanwhile say the outstanding balance should be paid. However, my main problem is that the sensor wire has been installed from my roof to the pool equipment but has been left above ground. The area where I live has a lot of pack rats and other wild animals so it is only a matter of time before the wiring is chooed. They said they would put it in a rubber conduit but want to charge $100 for the conduit and $250 for the labor. I agree there was no mention on the Contract of a conduit but on the other hand I wouldn't expect even sensor wire to be left above ground as it says direct burial only. HELP please

  

  Business response

  08/06/2021

  Hello BBB!

  The control manufacturer has been contacted to inspect the solar control per their warranty repair guidelines.

  Control sensor wire is similar to outdoor rated irrigation wire and not usually installed inside a conduit. 

  It is unfortunate and was unforeseen by us that customer has rodent issues on their property.  We have attempted to contact the customer to offer a discounted price to install the conduit to protect sensor wire from future rodent damage.

  Thank You,  

• Initial Complaint

  07/11/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on 03/06/2021 after many unanswered phone calls, I finally had an appointment for an estimate to repair my solar system, installed by this company under their previous business name Heliochol in **** for extensive damage done caused by busted piped due to frozen water. I have yet to receive this estimate, regardless of many requests, one e-mail telling me the hold-up is due to a pending report from the visiting technician. Since I was required to give a credit card in advance, at the time I made the appointment, I have been charged a total of $172.00 without receiving the requested estimate.

  

  Business response

  07/13/2021

  System was installed in September 2002.  *** next contact was in March 2021 when customer called us for a service repair.

  Upon arrival to job in March 2021, *** Service Technician inspected the system and discussed with customer and son.  ***y determined system was too old for repairs and customer requested system remain inoperable.  No further action was requested at that time.

  I left a voice mail message at customer's home phone number on July 13, ************************************************************* quote is requested.

  Thank You.

   

   

   

*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. ↩