Complaints

This profile includes complaints for Affordable Solar Roof & Air LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Affordable Solar Roof & Air LLC

  4914 Creekside Dr Clearwater, FL 33760-4017

• 

  Affordable Solar Roof & Air LLC

  22955 Tomball Pkwy Ste 11 Tomball, TX 77375

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:07/02/2025

  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.

  My experience with Affordable Solar has been frustrating. While permitting, installation, and activation went well early on, the design process lacked customer involvement. A five-panel array on my roof is severely underperforming producing 6.557.54 kWh/day on the sunniest June days (evident in micro-inverter data from individual panels), despite a modeled ~8.1 kWh/day (which takes into account sunny, cloudy, and all days in between). Production drops off sharply by 3:30 p.m., due to shading from nearby trees that should have been obvious during planning.Unfortunately, I was never consulted on panel placement, offered layout options, or shown a shade report until long after installation despite asking on a nearly weekly basis since May 2025. Its clear no site visit, drone flyover, or LiDAR scan was conducted, which might have prevented these issues. *** now requested a full reassessment and modeling of a new layout weekly over the past two month, and I have yet to receive a response from the PM.Affordable Solar has not upheld key parts of our agreement particularly around their duty to perform accurate site-based modeling and consult the customer on design. These oversights raise serious concerns about their ability to honor their solar production guarantee especially if it requires waiting a full calendar year just to qualify for additional panels. If theyve already ignored so many messages now, how responsive will they be if/when the guarantee is triggered later? I'm not asking for new panels, but simply to reposition our existing, underperforming panels to a more ideal location, if it is determined that the current design is deficient.If you're considering Affordable Solar, insist on being part of the design process. Ask for shade reports, demand layout options, and make sure you're consulted before final plans are approved. I wish I had done the same it would have saved me significant time and frustration.

  Business Response

  Date: 07/17/2025

  I wanted to address the concerns youve raised about your solar energy system. It is indeed unfortunate that you felt compelled to express dissatisfaction with our company, and I appreciate the opportunity to clarify a few points regarding the installation.

  Firstly, its important to recognize that solar energy systems will inevitably produce varying amounts of energy depending on numerous factors, including the specific placement of each panel. We design our solar packages with the understanding that each panel will receive a minimum of 3 to 4 hours of sunlight daily. To ensure we make informed decisions, our process includes a thorough flyover survey conducted by a national site survey company for roof measurements crucial for our engineers.

  While we respect our customers input, we find that involving them in final panel placement can lead to confusion and delays in production. The initial proposal we provided, which has been approved, illustrates the recommended placements as determined by our engineering team. Notably, the engineering layout closely matched the proposal, illustrating continuity in our planning process. (Proposal & Engineering layout attached)

  I understand there may be concerns regarding communication; however, our records show that we have maintained frequent communication through your CRM page, addressing your inquiries along the way. We have provided you with Texas **** documents and projections for expected production, which is promisingly already exceeding our initial expectations.

  Regarding your request to relocate panels to a northeast-facing roof, we believe this would be counterproductive, as studies indicate that this orientation is not optimal for solar production. Our analysis of potential new locations illustrated a potential decrease in system performance by 15%.

  We commit to a two-year review of your systems performance, during which we offer up to five additional panels if necessary to address any weather-related variances. With only a couple of months of data showing your system outperforming projections, we will not be making adjustments at this time.

  We sincerely value your business and look forward to supporting you over the 25 years of your warranty and service coverage.

  Thank you for your understanding.

  
  

  Customer Answer

  Date: 07/17/2025

   
  Complaint: 23548027
  
  Thank you for your response. Id like to clarify a few key concerns that were not meaningfully addressed and explain why I remain dissatisfied not with the concept of solar energy, but with Affordable Solars engineering process, customer responsiveness, and post-install accountability.

  
  First, let me be clear: my experience started strong. Communication leading up to installation was timely and the install team itself did a great job. But since then, my trust has waned considerably due to multiple missed opportunities to acknowledge or address what has become a clear design flaw.

  
  You mention that system performance depends on panel placement and I completely agree. Thats exactly why this situation is so frustrating: even someone with a basic understanding of solar energy knows that placing panels in full or partial shade will severely limit their production. Yet one of my arrays was placed directly beneath large trees something any in-person visit or drone scan would have confirmed. I raised this concern immediately after *** and followed up several times over the next three months initially via text to the designated project manager, and later escalating to email communications that included my salesperson and the companys general inbox. Only the salesperson responded, and even then, only to say he would follow up eventually sharing a shade report that arrived weeks after installation, long after decisions were locked in.

  
  You reference frequent communication via my CRM page I assume this refers to the Sunbase portal. If so, I should point out that my project status on that site only has Design (step 1) checked for months (though there is a general "Completed" status as well) and contains only one outgoing message an email I sent to notify your team of my PTO approval on April 18. I have not received a response to that message or any others, and there is no record of communication from your team through that portal. If I am on the wrong site, or am accessing messages incorrectly, please point me in the right direction so I could read through the communications that have been shared.

  
  As for your claim that involving customers in the panel placement process causes confusion I strongly disagree. What actually causes confusion is excluding the homeowner from design decisions that have major, long-term consequences on system performance and return on investment. I was never consulted about placement. I was never informed that tree shading was being ignored or downplayed in the modeling process. I was never shown alternative layout options. None of this was collaborative.

  
  You mention a flyover for roof measurement, but thats not a substitute for a proper site analysis, drone scan, or customer input. The flyover may suffice for mechanical layout but it cannot detect real-world, tree-level obstructions that significantly reduce production. Thats where human engagement and due diligence come in.
  You also assert that my system is outperforming expectations. I have seen no data from your team that supports this and your initial production estimate was ****** kWh/year, while my system was modeled at ****** kWh/year by NREL PVWatts using realistic assumptions (if I am reading the analysis correctly, which I've been having to figure out on my own). Meanwhile, microinverter data shows that one array of five panels is producing significantly less than the others, even under clear skies which is consistent with the locations daily shading. This discrepancy raises valid questions about your modeling process and design decisions.

  
  Finally, you state that relocating panels to a northeast-facing roof would reduce production a claim Im willing to believe in general. But thats not what I requested. I requested a real conversation about options to remedy the poor design decision one that was made without me, and with no on-site validation. No such conversation has occurred.

  
  The bottom line is this: a panel layout that includes significant shaded areas should never have made it through your design process. Whether that reflects oversight, indifference, or a lack of design expertise, I cant say. I would hope it was an honest oversight and that your company would be willing to own it and make it right, even if that means admitting fault.

  
  In light of these issues, I have filed a complaint with the ******************************************** (****) and will be submitting additional concerns to the ********************************** (****) and the ****************************************************. My goal isnt retribution its accountability, for myself and future homeowners who may not know what questions to ask before approving a final design.

  
  You promote a 25-year commitment to service but so far, that promise feels more like a slogan than a standard. I sincerely hope that changes.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:05/13/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 filing this complaint regarding an issue with Affordable Solar and Roof. After the installation of my solar system, I discovered that a ** (Current Transformer) meter was not installed as part of the system. I reached out to Affordable Solar and Roof by phone and in writing to express my concerns.Subsequently, I received Invoice #****** in the amount of $500 for the installation of the ** meter. This charge came as a surprise, as there was no prior discussion of such a fee during the sales process, and to my knowledge, it was not explicitly outlined in our original contract. I requested clarification in response to the invoice, but I have not received a satisfactory explanation.The introduction of this unexpected cost is troubling and was not part of the agreement I understood at the time of purchase. I have prior experience with solar installations, and this situation has unfortunately fallen short of professional *************** attempt resolution, I even purchased a ** meter myself and contacted Affordable Solar and Roof to install it. However, the manager informed me that they would not send a technician to assist with the installation.I am requesting that Affordable Solar and Roof either waive this unexpected $500 fee or provide a clear justification showing that it was disclosed in the original agreement. I also request they take responsibility for completing the installation or provide appropriate support.Thank you for your attention to this matter.

  Business Response

  Date: 05/26/2025

  We have scheduled the requested install with our customer, who has stated to our VP that they would like to have this complaint deleted from our record. 
  

  Thank you 

  Customer Answer

  Date: 05/27/2025

  Thank you for your response. The management of Affordable Solar Roof and Air has dispatched technicians to install the ** meter, and the system is now functioning perfectly.
  

   

  
  

• Initial Complaint

  Date:03/05/2025

  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.

  We ordered solar panels had them installed Did not tell about FPL charges for have solar. Paid both bills for 2 months FPL does not credit us back for over electric created Lied about tax credit which we did not receive They have not worked for the first 2 ********* not hear back for they for a week or more after call

  Business Response

  Date: 03/10/2025

  We wish to address several important matters concerning your account.

  Firstly, we have advised you multiple times to remove the "Budget Billing" feature from your FPL account. Retaining this option may negate the solar credits that your system generates. It is important to emphasize that this issue is not related to our company, but rather pertains to your billing arrangement with ***. We strongly recommend that you contact FPL customer care to make the necessary adjustments.

  Secondly, we have noted your claim regarding the tax credit that you did not receive. Please be advised that our company is not a certified tax professional service, and we cannot guarantee the acceptance of any tax credit. Our contract includes a tax disclaimer that outlines this limitation. As we do not have knowledge of the financial situations of our clients, we encourage you to consult with a qualified tax professional to ascertain your eligibility for the Federal 30% Investment Tax Credit (ITC).

  Furthermore, we would like to highlight that you have applied for the incorrect tax credit. Specifically, you attempted to claim the commercial 40% Solar Tax Credit, which is not applicable to residential projects for the year 2024.

  Should you have any further inquiries or require additional assistance, please feel free to contact us.

• Initial Complaint

  Date:01/30/2025

  Type:Sales and Advertising 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.

  Solar panels installed this past year are not sufficient to create the energy needed to lower my bill as was promised. My salesman is no longer working for the company (he was very helpful). The manager that I was referred to was rude and hung up on me.

  Business Response

  Date: 02/24/2025

  The solar system that was installed was specifically designed to meet the annual energy consumption requirements based on the previous 12 months of historical usage data. Upon activation, the solar panels immediately commenced supplying the energy needs of our client. Notably, her energy bills were fully offset even during peak usage months, such as September and October (please refer to the attached *** bill for details). Subsequent months also witnessed appropriate coverage by the solar system. Throughout this period, we received no communications or complaints from our client regarding insufficient energy production.

  As indicated by our client during a conversation with our Vice President, the utilization of an electric pool and spa heater during the end of December and all of January led to increased energy consumption. It is important to note that the energy demands of electric pool heaters, which are required to maintain the temperature of a pool containing over ****** gallons of water, are substantial. If the pool heater is not in operation, the energy bill remains significantly lower, as demonstrated in the *** bill provided. We have also included images depicting the panel's energy production and long-term generation performance, showing no errors or downtime.

  Additionally, we have provided a photograph of the client's roof, illustrating some shading from a tall **** that is affecting the solar panels. While our systems accounted for shading factors during initial design, we would like to emphasize that simple trimming could enhance energy production on sunnier days. We would also like to remind our client that we will conduct a performance audit of the system after two consecutive years. Should the solar system yield significantly lower energy production than our initial estimates suggested, we will install up to five additional solar panels at no extra cost to them.

  We appreciate their business and look forward to providing service for their solar system over the next 25 years.

  
  

• Initial Complaint

  Date:12/13/2024

  Type:Customer Service 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.

  We purchased Solar Panels, at a hefty ******. These were installed in May 2024, with the promise that my FPL bill would be only the connection fee ranging from( *****), as the Panels on both sides of the house would produce enough Solar Power. the first 2 months my bill was *****, and since August of 2024 I've been paying over 180 per month, in some cases $250.00 to FPL, in addition to the Solar Panels which is another $300 per month. I've reached out several times, and to date I am still dealing with the same issue. I would like to have the panels removed, or for the company to come out and reinstall them, and figure out why this happening. I've had a meter installed which clearly says I am producing more than I am consuming, but clearly there is a problem. I would like either my money back for what I have paid so far, and they can come remove the Solar panels, or a solution to the problem.

  Business Response

  Date: 12/31/2024

  This solar system was activated just before the hotter summer months and was purchased based on the customer's energy consumption over the previous 12 months. This means that the system is designed according to an average of usage over that year, accounting for both higher and lower energy usage periods. As a result, her first bill was lower since it was based on a regular month prior to any overage credits from the solar system adding up with FPL.

  In a typical Florida year, a solar system generates and stores kilowatt-hour (kWh) credits with FPL during the cooler months. These credits are then used during the hotter months, helping to maintain lower bills throughout the year. We have explained this process to our customer multiple times.

  Recently, we added an optional $500 monitoring component to her system at no extra cost, allowing her to track both her energy consumption and the energy production of her solar system. It's important for her to understand that this is how all solar systems are sized and function. We have not done anything to deceive or take advantage of her; the system simply needs to operate for a complete 12-month cycle to produce the expected results.

• Initial Complaint

  Date:12/02/2024

  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.

  Solar system produces 48% of what they promised me it would produce. (I have hard data and paper work to prove this.) I purchased the system about a year ago and have been reaching out to them repeatedly for months asking them to help me get what I paid for. They are ignoring most emails and putting me off or telling me to keep waiting.

  Business Response

  Date: 12/03/2024

  This complaint needs to be moved to the ******* branch of Affordable Solar Roof & Air. This is not a Florida customer. He is based out of the ******* region of ****** 

  To help save time, we have uploaded the satellite images showing the progress of the "tree trimming" that the customer agreed to in order for the ********************** system to function correctly. In the contract uploaded to the BBB, line four of the special agreements section clearly states that the customer is responsible for trimming back any trees that would affect solar production. This was explicitly agreed upon before the purchase of the solar system. 
  
  To protect ourselves in the future, we included this clause in case the trees were not trimmed as required. The solar system was installed under very large trees, so significant trimming was necessary. Upon reviewing the provided photos, it is evident that the trees were not attended to for over a year. Eventually, only one side of the trees was trimmed, despite the customer knowing that all the trees on both sides of the house needed to be addressed.
  
  Solar panels require sunlight to operate effectively. The customer understood this and chose to purchase the solar system with the knowledge that if he did not fulfill his part, the system would not function properly. Therefore, the trees were not trimmed adequately, leading to reduced system performance.
  
  In summary, for the solar system to produce at the expected levels, the customer must fulfill his agreement and trim the trees on both sides of the house. Once this is completed, if the system still does not perform as proposed, we will take the necessary steps to assist the customer.

• Initial Complaint

  Date:10/25/2024

  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 contracted with Affordable Solar to put up a carport with a solar array on top and install a Tesla battery wall. After I signed the contract in late August, an appointment was made to install a Tesla battery wall as the first step in early September. The electricians did not show up. A second appointment was made -supposedly for solar panel installation - on a ground mount solar array- which was NOT what I contracted for. They said they didnt have the permit for a carport and that was all they could do before my financing approval expired. I refused to have it installed. They then scheduled the installation of the Tesla battery wall a second time. Again no one showed up. I was told the installers went to the wrong address. They didnt call me or reschedule. At this point I had concerns about the companys ability to perform or follow through on anything. I asked to speak with a supervisor and was told hed call me at 10am the next morning. He, ******* ****, didnt call until 3p. and was full of excuses. He took no responsibility, had no integrity and made no attempt to resolve my concerns. I subsequently asked my salesperson, ********* *******, to have the owner, ****** *****, call me. I was told by ********* and several other employees, ****** ****,, Mr. ***** doesnt speak with customers. I called headquarters myself. Mr. ****** assistant, *******, (last name unknown) was also full of excuses and blamed the salesperson for the issues I experienced. He also said Mr. ***** doesnt speak with customers. He also said: We dont build carports. I would have had to approve that and I wouldnt have approved that. He proceeded to cancel the project rather than make things right. AVOID THIS COMPANY! They have no integrity. I feel like I dodged a bullet. Despite there being a 25 year warranty, if things went sideways after installation, there would have been no one responsible to make it right.

  Business Response

  Date: 11/11/2024

  This project has been canceled at the request of the customer. We would like to clarify that our expertise lies solely in the construction of ground mounts for solar panel installations. We sincerely apologize for any confusion that may have arisen due to miscommunication during the project planning phase. Thank you for your understanding.

• Initial Complaint

  Date:10/23/2024

  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.

  In addition to the previous complaint, the *** sent me an email this morning saying the roof was done without *** approval. And that it is not the approved color.

  Business Response

  Date: 11/11/2024

  This complaint was submitted to the wrong company. The correct company for this complaint is South County Roofing located in *********. Please reroute this complaint to the appropriate BBB client.

  Customer Answer

  Date: 11/11/2024

  I contracted affordable solar roof and air. They subcontracted the other company.  Affordable is also the company who filed the lien 

  Customer Answer

  Date: 11/12/2024

  I signed a contract with Affordable Solar, Roof and Air 

  Business Response

  Date: 12/03/2024

  Our project management team is currently working with the roofing contractor and the *** for a quick resolution. We will update the BBB as soon as we hear more information.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22464428
  
  I am rejecting this response because: in a letter from the *** dated November 12, 2024, the *** has stated the shingles are the wrong color and must be replaced with the correct color 
  
  Sincerely,
  
  ******* *********

  Business Response

  Date: 01/14/2025

  We have made several attempts to assist you with your *** concern. South County Roofing pulled the permit and placed a lien on the property due to non-payment. It's important to clarify that ASRA did not file the lien as previously mentioned by you. Additionally, we did not submit the *** request since we did not handle the roof installation ourselves; we subcontracted that project to South County Roofing because the property was outside our installation range.

  Currently, we find ourselves in the middle of this issue and would like to help resolve it. We have reached out to the *** multiple times, but it has been quite challenging to get in touch with them. We kindly ask that you initiate an email with your contact at the *** and include ***************************************** on the email chain to facilitate communication.

   

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22464428
  
  I am rejecting this response because:
  This is just another delay tactic by ASRA. The ************** can easily be reached during normal business hours at: ********* PROFESSIONAL PROPERTY MANAGEMENT, ************************************************************************************ **************** ************. And according to them, Affordable Solar has NOT made any attempt at contacting them. Furthermore, the ********* has already ruled that the roof was done without approval and is not the correct color and that must be replaced. And they are well aware of how to make contact with me. While it is unclear who was supposed submit the *** request, it was ********* ******* (**** sales representative) who, at the signing of the contract on 8/6/24 stated that they (****) would handle all permits and *** applications. And I signed a p.o.a allowing them to do so. It was also Christian who sent the subcontractor a text saying that they had *** approval when in fact they did not.
  

  As far as the lien for non-payment by the subcontractor. I paid Affordable Solar $7950.00 by personal check on 8/6/24. And according to the building permit, in block 5, indicates a value $5800.00 for the roof.  I have paid as agreed until they (****) refused to fix damages to my property and both adjoining properties. 
  

  currently we are at the end of mediation. If **** truly wants to resolve this they have only one option: refund the $7950.00 so that I can hire another contractor to do the work correctly. And they must cancel the contract signed on 8/6/24. We are out of time. The *** is pressuring me to get the roof in compliance 

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

  Business Response

  Date: 01/23/2025

  I want to clarify some points regarding the recent discussions about the roof installation and the associated *** request. There may have been some misunderstandings stemming from conversations with our sales representative. To set the record straight, I would like to emphasize that **** does indeed pull permits for the work completed by our team. In this instance, South County Roofing was responsible for the installation of the roof, and they also initiated the necessary permits. Therefore, any requests directed to the *** would need to have been submitted by them as well. We acknowledge that there has been a lapse in communication regarding the *** request and agree that it has not been handled as it should have been. It is important to note that, at no point would anyone at **** have stated that the *** request was approved, as we were not privy to that information. We are uncertain as to why a new request for the roof replacement has not been submitted; it is typically a straightforward process to obtain the approval letter post-completion of the work. Its worth noting that this is not an uncommon issue for *** properties. The *** operates differently from government agencies, and we believe it should not be overly complicated to secure a re-roof approval letter.

  Also, we have attached recent photographs of the completed roof for you to review. The color matches perfectly, and it appears significantly cleaner than some of the neighboring homes. If you examine the photo, you will notice that the neighbor two doors to the left has a roof that differs significantly in both color and style from what was installed by ************. We will continue to reach out to the *** using the contact information provided by the customer. While a conference call would be ideal, we are committed to resolving this matter as soon as possible. We have no intention of delaying the project, as we cannot fulfill our obligations until this issue is addressed. If a conference call can be arranged, please feel free to reach out to ******* at *************. Thank you for your understanding and cooperation.

  Customer Answer

  Date: 01/23/2025

  First I would like to thank **** for providing the photo of the roof. That will clarify a lot. Because the neighbor two doors to the left that you mentioned is ****************. And that is the new approved shingle. And if that photo was more current, it would show that the neighbor to the right at **************** has just had a roof installed too which is the same color as 120 Mayfair. If you check your records, you will find that you (AFFORDABLE SOLAR ROOF & AIR) was the contractor there too. 
  

  The company seems confused about why a new request for the roof replacement hasnt been submitted post-completion. And the answer is simple. It has already been done and it was denied by the *********. Thats why the application is supposed to be done before the work is done. 
  
  Complaint: 22464428
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  Date:09/16/2024

  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 "critter guard" when our solar panels were installed, within a year they literally disintegrated and were useless, they came and replaced about 3/4 of it and never returned to complete the installation/ I have texted and called numerous times but they just give me a run around, they finally said they would come and remove it for free but not reimburse me for any of the money I paid for it. I asked for 1/2 of the $1000 we paid but they said they would remove it for free, since they don't offer the critter guard anymore.

  Business Response

  Date: 10/14/2024

  We appreciate the opportunity to address your concerns regarding the "critter guard" request for your solar panels. As a company, we always strive to provide the best possible solutions for our customers' needs.
  
  We understand your desire to protect the cables and prevent debris from accumulating under the solar panels, and we truly value your trust in our expertise. We want to assure you that our recommendation up front against the installation of a "critter guard" was based on our extensive experience in the industry and our commitment to delivering optimal outcomes for our customers.
  
  In the spirit of maintaining our valued relationship, we have already taken the initiative to source and install a more effective product at no additional cost to you. We hope this solution aligns more closely with your expectations and addresses the initial concerns you had.
  
  Regarding your request for a refund, we regret to inform you that as a company, we do not carry or warranty the "critter guard" product. We kindly advise reaching out directly to the manufacturer for further assistance regarding a potential replacement or refund.
  
  We remain committed to providing ongoing support for your solar needs and are grateful for the opportunity to serve you. Please do not hesitate to contact us with any future inquiries or requirements.
  
  Thank you for your understanding and continued trust in our services.

• Initial Complaint

  Date:08/20/2024

  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 went solar to save money on electricity. Affordable Solar Roof and Air has cause me to pay more money. I am beginning to wonder if I made a mistake going solar or if I made a mistake choosing them for my solar project.According to the enphase energy reading, I'm producing more than enough energy to take care of all my power consumption, but someway somehow I'm still getting charged by **** for power every month. They attempted to explain some things to me but they just end up confusing me more, especially since the number that's reported on ****'s meter matches the number that's on the ** system. The math they were doing with me on the phone appeared to be made up. Even if it wasn't, I should in no way have to purchase 700 worth of KWH from LCEC in a 2 person household with solar on my roof that produces around 1300 KW for the month. If my solar is producing energy at a great rate, like they are claiming, there should be no reason for me to be paying LCEC anything except for that $25 customer rate. I'm very upset with them for putting me in a position where I have to pay LCEC for power, especially since I made it clear to them what my goal was from the very beginning. Between my loan payment and the **** monthly charges, I'm in a position where I'm now paying more money for power than before I went Solar Everything is reported automatically, I have no idea where he was getting his numbers from.

  Business Response

  Date: 09/06/2024

  We have conducted an assessment of the customer's account and provided clarification regarding the proper functionality of her system, which is not only operational as expected but is also generating an excess of power. At the time of purchase, the customer had indicated the presence of out-of-country family members living in her residence, with the plan of their eventual relocation. While we are unsure whether this relocation has occurred, it is noteworthy that since the system's activation in March, it has exceeded anticipated power production by more than half. Consequently, the customer's bills are notably lower than her initial expectations at the time of enrollment. Attached herewith is the proposal that outlines her current expected billed usage, aligning closely with the initially projected figures. The customer's perplexity regarding the power production is unclear to us, as her bills have fallen below both our projections and her original agreement. The contract she entered clearly denotes "partial offset," a stipulation based on her expressed anticipation of reduced energy usage after her long-term visiting family members vacate her premises.

  Our company has diligently upheld all aspects of the agreement with this customer, and we are of the firm belief that we have surpassed expectations with this project. We respectfully urge the customer to direct any future inquiries or concerns to our office.

  We emphasize that lodging significant BBB complaints in the absence of any underlying issues could adversely impact our reputation.

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22165310
  
  I am rejecting this response because: they're not doing anything to help rectify the issue except make excuses. The people did leave my house, ASRA are welcome to inspect my house if they don't believe me. Like I stated before, Between my solar loan and my electricity bill, there's not much savings between the two combine. I am paying close to what I was paying before I went solar. I'm not seeing those savings they are claiming. It should also be noted I asked them to change the contract from partial offset to full offset they REFUSED. They told me that it could only be done by adding more panels. Why do I need to add more panels when per their own admission the solar I currently have is over performing? Why can't I get the full offset with those current panels? Why do I need to add more? I'm on the verge of getting city water, soon my water won't be connected to my electricity. I don't understand why I can't get the full kwh my solar produced. Why is it the only way to get it is to sit with management and buy more panels
  
  Sincerely,
  
  Malide Coulanges