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:04/26/2023

  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.

  It's been since August 2022, since I signed a contract and still have failed to complete the tast at hand. Panels have been installed but nothing else has been completed as of today april 26 2023. Also they have been taking money out of my account. Need resolution asap.

  Business Response

  Date: 04/27/2023

  Thank you BBB for giving us the opportunity to respond. We have completed the solar installation at this property and the utility company requested an electrical Change order that we are completing at no extra cost to customer tomorrow as well sending a reimbursement check to customer for finance payments she has had to make until now. Thank you BBB. 

• Initial Complaint

  Date:04/24/2023

  Type:Billing 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.

  Equisolar *** Sold me only 12 solar panels for $49420. This amount of money is too much for only 12 solar panels. This solar system only covers 33% of my light bill. Now, I will be stock with two payments. This company did me wrong. I am in trouble because I am an older lady in social security. I could not afford two bills. This company did a fraud in my house. I want to rescind this contract. I want to cancel this contract as I have been told by them that this solar system will cover my whole light bill with ************ Equisolar ***. Lied to me.This is fraudulent company. I have the salesperson by my side as witness. The company told me that I will have a fiscal credit of $14826 and I could use this money however I want it. I want it to use this money to pay towards my solar system. After, I put this fiscal money towards my solar system my bill with Goodleap will be $188.89 as it shows in the contract.

  Business Response

  Date: 04/27/2023

  Thank you BBB for letting us respond. The customers system is installed and will be operational very soon. The customer agreed to the system that does not cover 30%. We do not know where this information is coming from. Once panels are up and running she will have access to monitoring which will clearly show the production of the solar system and she can track exactly how much its covering based off of her last 12 months consumption that was given to us when we executed the home improvement agreement. Thank you BBB. 

• Initial Complaint

  Date:03/27/2023

  Type:Order 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 am so dissatisfied with the lies and deception of this Company and the person who sold us the Solar Panels. this has been a nightmare since the signing of the contract. Reaching out to this company and someone answer the phone is not possible no one picks up you have to leave a message and forget them returning your call. the aggravation and loss of sleep no one should go thru this ever. The person who sold us the panels said when we file the income tax there is a form **** that needs to be filled out (again I reached out several times so someone can help me with that no response of course). Investigating further a tax credit only applies to reducing the amount of tax you owe. And I don't owe so what does that mean for me. Not fair that my payments will go up in 18 months so why get solar panels at all. I want someone from the company to justify what they have done to us. TAKE THE PANELS OFF DONT WANT THEM ANYMORE IT WAS ALL LIES FROM THE BEGINNING. THE REASON FOR GETTING SOLAR PANELS IS TO HELP WITH ENERGY SAVE MONEY NOT PAY MORE. Also, I had to connect the panel box myself for it to finally run. Also, the tell you to download an APP and I don't know how to read it.

  Business Response

  Date: 03/29/2023

  Thank you BBB for giving us the opportunity to respond to this complaint. We have just spoken to the customer this week and informed her what form is what needed to be filled out for the federal tax credit. At this point in time our team will also refer her to the Home Improvement Agreement that was fully executed by homeowner and states exactly what the case is with the federal tax credit. The system is fully operational and up and running. The monitoring access to the solar system was shared to customer via email. Thank you ********************. 

  Customer Answer

  Date: 03/30/2023

   
  Complaint: 19859300
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Someone was supposed to give me a call about making sure the tax form was filled out correctly so I can receive the money.  I was told that if i did my taxes with a W-2 and filed with my spouse i should get a check.  That is not the case it looks like it is a carried forward credit to the *** for 2023.  That does not mean i will get a check.  they are giving me the run around and i tried of this ****.  I can't afford my payment to go up another $100.00 and pay my electric company.  they lied and they can't do this to consumer just sell and give you false information that is wrong.   So, they are saying nothing to justify.  I would like someone to call me from that company with an extension so i can speak to them in regard to the tax money but LEAVE ME A MESSAGE WITH THE EXTENTION IF I DONT PICK UP I WORK AND NOT ALLOWED TO PICKUP MY PHONE.  And if they do leave a message that the answer when i return the call.  So, they can tell yes i really will get a check or it was just to sell me the product.   And about the *** i was just given the instructions on how to long in but the explanation on how to read it or not. 

  Business Response

  Date: 04/06/2023

  Thank you BBB for giving us the opportunity to respond to this complaint. The contract clearly states that the tax credit is not guaranteed and depending on ones financial situation and help with tax advisors there are way to qualify for the tax credit or not qualify. There is also a 3 year time frame to be able to utilize the tax credit. Thank you BBB. 

• Initial Complaint

  Date:03/27/2023

  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.

  Stay away from equisolar (EQS) ??EQS refuse to give me a refund for work they never perform and charge me for it. Lets start with the fact that its hard to get a hold of anyone at EQS. In 2021 I was remodeling the inside of my house and in July I agree to a $77k solar system and EQS agree to do my roof, electrical panel upgrade (epu) and smoke detectors. EQS did the roof in Aug, in the process disconnected my A/C unit and never connected back, I had to pay someone else to get this fix. Then EQS installed the solar panels but were so incompetent that I had to get up in the roof and tell them where to installed them because they were going to install some panels underneath a shaded area. I send them a picture and they rearrange the panels. When it came time to do the epu, EQS never installed, never removed the old one and never put a new one in, never brought the cabling to that new location, after several unanswered phone calls I had to get my contractor involved so he can do the work as I didnt want to get stranded with no electricity while I was living in the house. EQS pull the permits but never did the work. I even texted my contractor to tell his electrician to bring back the old panel right after he removed it, as I was going to give it to my scrap metal guy. EQS installed battery operated smoke detectors, but it didn't pass inspection the inspector said they had to be hardwired. Again after unanswered phone calls to EQS I had to pay my contractor to do a hard wired installation so it can pass inspection. After my remodel I ask for a $8,600 refund and EQS promised they were going to do it. I provided receipts and c.c statements showing that I had paid them, yet at the end they refuse to do a refund cuz they said I overpay. I recently ask two reputable local electrician for a quote for this two things, I enclosed them to show that I didnt over pay at all. I still havent done my final inspection with the city for all the permits, I need this resolved.

  Business Response

  Date: 03/29/2023

  Thank you BBB for giving us the opportunity to respond to this complaint. This customer was communicated since the beginning from our company on his project and what we were going to complete. The ************ Panel Upgrade and change order that he says he paid for was already included in our permit that we pulled with the jurisdiction. We have communication with the customer of when the Panel Upgrade was supposed to be completed and the customer on his own decided to hire another party to complete the Panel Upgrade with out communicating it to our company. The 3rd party he hired did not complete the work that the customer states he paid for and our electricians had to still complete the Panel Upgrade. The 3rd party who we contacted states the customer did not pay them as he submitted a claim to the insurance and they stated the insurance paid on his behalf when the work was not completed. There is nothing here to reimburse as in reality the panel upgrade should have been a change order that we completed for no extra charge to customer. We have communicated this with customer already and made him aware that this was something that he should have never done on his part. Thank you BBB. 

• Initial Complaint

  Date:02/15/2023

  Type:Order 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.

  Date of transaction 07/28/2022 ********************************# ******* with Equisolar told us lies about how the solar panel. He offered money $500 for completing the contract with him and also wrote on the contract the he would get us the solar panel credit which we would be for personal use or to go towards principal with the lenders(Goodleap) in order to have low out of pocket monthly payments. Later was advised the the credit goes towards paying taxes. Today I still do not have the solar panels running. I am so dissatisfied with the lies and deception of this agent/company overall.

  Business Response

  Date: 02/20/2023

  Hello BBB, 

  Thank you for letting us respond to this customer issue. The customers contract specifically explains the federal credit for the solar installation that was completed on the property. We would love to reach out to the customer and address all concerns and leave the customer satisfied with the purchase of the Solar System. Thank you BBB. 

  Customer Answer

  Date: 02/22/2023

   
  Complaint: 19409132
  
  I am rejecting this response because: Equisolar agent *********************** told us that the credit could be used towards the solar panel payments so that we would not have to make higher payments to Goodleap in the future or we could use that credit for our own personal use.  *********************** also wrote on the contract that he would help get us that credit which he didnt. The reality is that $7000 credit we received can only be used towards money owed to the **** I was sold based on lies. Agent *********************** was also offering us $500 to sign with him. I unfortunately havent seen any money back, I even called to see about getting this money. I am making payments and these panels still have not been connected.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/01/2023

  Thank you BBB for giving us the opportunity to respond to this complaint. The contract specifically states what we promised to homeowner and the clauses state how the tax credit towards the payment reflected for Goodleap. Thank you BBB. 

  Customer Answer

  Date: 03/08/2023

   
  Complaint: 19409132
  
  I am rejecting this response because:

  Thank you BBB for the opportunity to expose my issue. I have attached the contract page that states that Equisolar will help apply for the tax credit and would send a check of $500 once the installation was final. I have not received any of these.

  
  Sincerely,
  
  *******************************

  Business Response

  Date: 03/08/2023

  Thank you BBB for letting us respond to this complaint. Our company's help is referring the customer to a qualified CPA to help apply for the federal tax credit. The $500 will be sent to homeowner once we are able to submit everything properly to the utility company which is on hold due to the owners issue with the insurance for there property. Once this is completed we will send the check out immediately. Thank you BBB. 

  Customer Answer

  Date: 03/15/2023

   
  Complaint: 19409132
  
  I am rejecting this response because: The contract gives a visual explanation/ example of how the tax credit can be applied to the debt to maintain the monthly payment at $117 and not have it increase later on to $159. Upon further investigation a tax credit only applies to reducing the amount of tax that you owe, it cannot be applied towards the amount financed. When I approached my accountant who files my taxes she explained that tax credits would only apply to pay for the amount of taxes owed. Ive reviewed the contract, it does not provide this information. It is an unlawful act to retain information or neglect to truthfully identify what the benefits are. This is clearly a misrepresentation (a false misleading statement). That fact that I have been deceived is very clear on this contract. Therefore all I ask to to have the solar panels removed, my debt removed and my *************. 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:02/14/2023

  Type:Order 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.

  Equisolar has failed to pay the subcontractor for the roof install as a result the roofer has initiated the 20 day mechanics lean notice on my home both the roofer and my self have made multiple attempts to contact equisolar but they have failed to respond to any of our calls, texts or emails. currently we have a $76,000 loan with goodleap that was suppose to cover the entire cost of this project and the roof has been completed but the solar panel install has not been and we are expected to make the first payment in April for a non functional system.

  Business Response

  Date: 02/21/2023

  Thank you BBB for giving us the opportunity to respond to this complaint and come to a resolution with the homeowner. There was a misunderstanding between the roofing subcontractor and our company, this issue has been resolved and customer is satisfied. Thank you ********************. 

• Initial Complaint

  Date:01/25/2023

  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 have tried calling and leaving a voice message, Emailing and texting EquiSolar for months and have not been able to get a response to any of my attempts. Now when calling it automatedly disconnects. I don't know if they are still in business. I need to have a problem with the daily production reports not being Emailed to me daily and all I get is a message that states that the production diagram can not be displayed. I have called the company that sends the reports and they say they are not receiving any information and that I have to contact the installer (EquiSolar) for assistance. I then called ****** for assistance but they couldn't tell me how much my system has produced, only how much I have used and that my installer should be able to tell me my daily production. I have always had problems with this company. I had to contact you (BBB) to help me with a problem in the past. With all the bad reviews EquiSolar has received through the years that is why I think they are out of business. Could you please help me with this issue I really would like to receive my daily production. I would also like you ask them to finish the job with my Pigeon problem they were suppose to have fixed. I have a 25 year warranty on my system.

  Business Response

  Date: 02/02/2023

  Thank you BBB for giving us the opportunity to respond to this complaint. For the past few years we have been very generous with doing service calls that are company is not responsible for. Our company has a workmanship and installation warranty that only covers defects on quality of installation. Any issues with manufacture software, notifications, and processes the manufacture is responsible for. We have told him numerous times to reach out to manufactures customer service to help and he refuses to do so. This is not the first complaint filed by same customer and it is now to a point where he is threatening our company to provide services that we are not responsible for or he's going to keep putting bad reviews up. At this point we are more then happy to refer him to a local installer to help him with services he needs. Thank you BBB.

  Customer Answer

  Date: 02/15/2023

   
  Complaint: 19319637
  
  I am rejecting this response because: *********** will not answer my calls, text or Emails when wanting to ask a question about the Pigeon screen they had installed. The pigeons were not able to get under the panels all summer which I was pleased with, but now in the cold months the pigeons have found a way to get under the panels to set up nest. I wanted to know who the company was they had come to installed the screens, so I can get a hold of them. EquiSolar and myself have had problems since the very beginning of installation of my system. After legal action they have made it very hard to make connect with anyone about anything. About the daily monitoring system not working I did contact the monitoring system company that sends me the **********. and they instructed me to contact the company that installed the system, as I have tried to.         
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/21/2023

  Thank you BBB for letting us respond to this complaint. Everything that the customer has been requesting for the last few years we have done in good faith for the consumer and is not mandatory by ********** workmanship warranty state laws. This customer has been harassing and threating our company for years, and we can no longer afford to do so. Thank you BBB. 

  Customer Answer

  Date: 02/21/2023

   
  Complaint: 19319637
  
  I am rejecting this response because: ************ tried to cheat me from the very start and I caught them and made them use the parts I paid for. I found out a year later that they lied to me from the start by stating I only needed 14 panels when they knew I needed ****************************** to sign a contract. After getting a lawyer they installed 10 more panels. From the start it was very hard to get them to answer my calls. They continue to avoid me at all cost. Because they lost money on my system for trying to cheat me they no longer will allow me to call for customer service or honor my warrant. After the legal problem was settled I was trying to continue doing business with EquiSolar in good faith but they did not want to answer or help me with any problems. I was very pleased with the job they did with putting screens around the panels to keep the pigeons from getting under the panels. I've tried to find out what company they sent to do the job so I can contact them. Again no answer to my calls, Emails or texts. I think they have my phone number blocked. Things like these are why they have so many bad reviews from so many unhappy customers. I want to be treated like a valued customer.     
  
  Sincerely
  *************************

• Initial Complaint

  Date:01/24/2023

  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.

  04/2/2022 Solar Panels were partially installed sometime in May of 2022. There has been many issues with this company since then. They have had several inspections and have not passed not one. The financial company is expecting payment for something we are not using. I have contacted EquiSolar several times to resolve this issue and all I get is that they call me back. My father passed away in November of 2022 and there have been only two phone calls from the company and no resolutions. Solar panels are not working and I received a permit expiration Notice of violation with Miami Dade County

  Business Response

  Date: 02/02/2023

  Thank you BBB for letting us come to a resolution with this customer. Since last year we have been in communication with the Daughter and we have not been able to get system turned on because of lack of cooperation. Daughter has not let us finish and if she would let us we would love to finish as soon as possible and schedule with her to get system up and running asap. Thank you BBB.

• Initial Complaint

  Date:01/04/2023

  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.

  On XX-XXXX we had solor installed after installation they damaged my metal roof . After over a year on of waiting on 10/10/2022 they removed solor to replace the metal roof the broke . On 11/02/2022 they finished the installation on the new metal roof on 11/07/2022 it past inspection .
  
  Now it's been over 2 months and they have not reinstall the solor panel back . I've been calling , texting & emailing them and all they tell me is that they are waiting for approval. How is it that a solor company can not come and put back there own Product ?
  Not only that they are holding my trailer that we use for work to hold the solor panels.
  So at this point we are paying for service that we are not receiving with solor panels paying extra light bill and having to rent or Borrow a trailer when we need it for work .
  
  This is so is infiniyable frustrating all we want right now is for them to come and take there solor panel back and close the contract. We have complied with our side of the contract but since day one they have not we have lost so much money and time on this matter its ***********
  
  This has been a year of Stress and anxiety

  Business Response

  Date: 01/24/2023

  Business Response /* (1000, 5, 2023/01/10) */
  Thank you *** for giving us the opportunity to respond to this customers complaint. For this customer we originally completed the project and received commissioning for this solar system in October of 2021. The customer had aesthetic concerns on the inside of a garage shed we installed on which we in good faith provided a few options to find a resolution. After months of denying and going back and forth we have already come to a resolution and are coordinating with the homeowner to get completed as soon as possible. Thank you ***.
  
  
  Consumer Response /* (3000, 7, 2023/01/11) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  they are lying about received commissioning for this solar system in October of 2021. They only just fixed the roof on 11/02/2022 the there installation company broke back on Aug 2021. after waiting 13 months of going back and forward of them bribe me with money not to fix the roof .Now , its been 3 months already and they have not want to reinstall the solar panels. They do not want to reinstall the solar panels they can come and pick them up and cancel the contract in which we are paying for and not receiving the service .
  We I done everything per contract, and at this point we are paying for double service because paying regular light bill and monthly solar panels.
  
  At point we really want the to pick up there stuff and cancel service because they are the worst liars .This has been a nightmare for me calling , texting & email every week to get updates.
  
  Attached are some of the email conversations so that you can see that they are lying
  Thank you
  
  
  Business Response /* (4000, 11, 2023/01/24) */
  Thank you *** for providing us this opportunity to respond. The project was initially completed and the roof and new reinstallation was not in the scope of work per our original home improvement agreement with this customer. We will finish change order again in a timely manner and get system up and running as soon as possible. thank you ***.
  
  
  Consumer Response /* (4200, 13, 2023/01/24) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  This company does not know what customer service and to say timely manager it has taken them 1 year to fix the problem with the broken roof . Now, its already been 4 month and the can not reinstall the solos back.
  
  At this point we are paying for service that we are not receiving .
  
  The best thing to happen is for them to come and take there system back and close my contract .
  
  They are even using my trainer for storage in which I need it for work .
  
  Thank you
  ******** *****

• Initial Complaint

  Date:12/04/2022

  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.

  En el 2015 compramos unos paneles con EQUISOLAR por 19.600Dolares en el contrato la garanta es de 20 aos (partes , servicio, instalacion) el da 11 -08-2022 los paneles se apagaron y el da 11-09-2022 habl a la compaa para que vinieran a revisarlos pero me dijeron que la compaa se ava *** a banca rota y que ya no **** a quien reclamar la garanta que podan venir a revisarlos con un pago de ****** dlares que **** que mandar antes que vinieran y que ms a parte tengo que pagar para que lo arreglen en estos momentos tengo la ************************* y mi bill va en ahmenlo porque estn a pagados los paneles . Por parte de la compaa EQUISOLAR no he ten*** ************* para resolver el problema.

  Business Response

  Date: 12/14/2022

  Thank you BBB for giving us the opportunity to respond to this customers issue. This customer does not have a warranty or installation defect and will have to follow and coordinate company protocol for a service call. Once she is ready to move forward we will proceed with the service call. Thank you BBB.

  Customer Answer

  Date: 12/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Tengo un contrato que indica que tengo una garanta por 20 aos ( partes , servicio,instalacin )y por defecto de fabricacin 25 aos de garanta por manufacturacin.
  See Attachment/File: 9EE85DD3-0472-49F8-AD08-3BEBF18DFEE4

  Business Response

  Date: 03/16/2023

  Thank you BBB for letting us come to a resolution with this customer. When it comes to the warranty that covers labor and materials is for any defect on workmanship or warranty issues. In this case it is not a workmanship nor warranty issue, and the customer will have to open up a service case with our company and pay the fees needed to complete the service call. If the customer is willing to move forward with the service call we will gladly move forward with the service and complete as soon as possible. Thank you BBB.