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:09/11/2023

  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 signed a contract on 1/9/2023 for impact windows to be installed. I was originally told the windows would be installed around the end of March 2023. Another gentleman came to my house a few weeks later after I signed the contract for a second set of measurements, I signed another form showing what needed to be installed which included a French door that was already an impact door. That needed to be removed from the paperwork. They never removed the French door on the order. I did not receive any phone calls, texts, and/or emails after that. I contacted the original agent, whom I signed the contract with, in the beginning of March to find out if they were still going to install around the end of March, I then received an email stating that they would be installed around the end of June. That was the last time anyone reached out to me until I emailed them again around the end of May beginning of June. I sent 2 emails without a reply from Florida Smart Energy. 3 days later I was forwarded an email from a third person stating they requested the application from the *** and they did not receive it. At that time I called them and was told they did not even order the windows to be installed as of yet and they only order the windows after the *** has approved. This would take another 6-8weeks. I explained I wanted to cancel services with their company. A 4th person contacted me via phone and explained all the issues they were having and begged me to let them complete the process without any sort of reimbursement or relief for having to wait so long for the process to be completed and the lack of communication. I explained I was not comfortable at this point due to the issues and I had lost trust in the process and the company. I was then told I signed a contract that is legally binding. They sent me an email stating that if I wanted to cancel I would owe $5600 because a site survey, detailed engineering, and permitting was completed. If I do not pay, they have threatened to proceed with a Claim of Lien and to seek judgement against me. I still have not even been approved or received a completed application from my *** and they have not advised or provided a permit to show that anything was completed from the City in which I live or from Florida Smart Energy. They sent me a copy of my contract and it states materials were ordered and that is not true because I spoke with 2 different people from Florida Smart Energy and they stated the materials were not ordered it also states a permit was filed which I have not seen or been informed of until now. This company has drawn this process out considerably longer than it was supposed to be, no communication unless I initiated communication, and they have falsely stated steps that have been completed. They filed a lien on my home.

  Business Response

  Date: 09/12/2023

  This is unfortunately an example of a client who has been difficult to work with and unresponsive. Although we have utilized our best efforts in order to move forward in a timely fashion with this client's project, at each point in which we required the client to participate with the executing of a required form or document, or taking a phone call and speaking with a representative from our company in order to clarify some aspect of information, we have been met with either a refusal to participate, execute said documents, or general unresponsiveness. 

  "I signed a contract on 1/9/2023 for impact windows to be installed. I was originally told the windows would be installed around the end of March 2023. Another gentleman came to my house a few weeks later after I signed the contract for a second set of measurements, I signed another form showing what needed to be installed which included a French door that was already an impact door. That needed to be removed from the paperwork. They never removed the French door on the order".
  

  REPLY
  The Client signed a NEW contract with Florida Smart Energy without a SGD (sliding glass door) on June 22, 2023 via docusign. ( This is the date and contract of present record). The client never signed the required *** (Window Application Form) in spite of our best efforts to have him execute this required form. 
  
  "I did not receive any phone calls, texts, and/or emails after that. I contacted the original agent, whom I signed the contract with, in the beginning of March to find out if they were still going to install around the end of March."

  REPLY
  
  "I then received an email stating that they would be installed around the end of June. That was the last time anyone reached out to me until I emailed them again around the end of May beginning of June. I sent 2 emails without a reply from Florida Smart Energy. 3 days later I was forwarded an email from a third person stating they requested the application from the *** and they did not receive it. At that time I called them and was told they did not even order the windows to be installed as of yet and they only order the windows after the *** has approved."
  
  The ARC is a committee on the *** Board that reviews your home improvement requests. Why is it required? In an effort to provide and protect each individuals homeowner rights and property value, it is required that any homeowner considering improvements which are visible from other homes, submit an ARC Request Form.
  
  "This would take another 6-8weeks. I explained I wanted to cancel services with their company. A 4th person contacted me via phone and explained all the issues they were having and begged me to let them complete the process without any sort of reimbursement or relief for having to wait so long for the process to be completed and the lack of communication. I explained I was not comfortable at this point due to the issues and I had lost trust in the process and the company. I was then told I signed a contract that is legally binding. They sent me an email stating that if I wanted to cancel I would owe $5600 because a site survey, detailed engineering, and permitting was completed. If I do not pay, they have threatened to proceed with a Claim of Lien and to seek judgement against me. I still have not even been approved or received a completed application from my *** and they have not advised or provided a permit to show that anything was completed from the City in which I live or from Florida Smart Energy. They sent me a copy of my contract and it states materials were ordered and that is not true because I spoke with 2 different people from Florida Smart Energy and they stated the materials were not ordered it also states a permit was filed which I have not seen or been informed of until now. This company has drawn this process out considerably longer than it was supposed to be, no communication unless I initiated communication, and they have falsely stated steps that have been completed. They filed a lien on my home". 
  

  REPLY
  FSE has incurred significant costs with regard to this project. Although the client was difficult and unresponsive, we were able to complete a site survey, detailed engineering, and the permitting package, (which must be submitted by us), all in good faith and with the intention of moving forward in a timely fashion with the project. It is true that the client spoke to several different members of our staff including the Windows Production Manager. This was in an effort to maintain communication with the client as he began refusing calls from our Windows production management.
  
  In the last conversation our Windows Production Manager had with the client, in which the manager once again tried to  encourage the client to move forward and and offered once again to resolve all issues, the client stated, that he refused and wanted the project to go to legal and that he would use the BBB to give us a bad name and that he did not care about a lien upon his property.
  
  FSE is still willing to move forward with this project to completion, and satisfy the clients' needs. However the client must cooperate in executing appropriate forms in a timely fashion and Participate in his role as a client receiving product from our company.
  

  Customer Answer

  Date: 09/13/2023

  "This is unfortunately an example of a client who has been difficult to work with and unresponsive.Although we have utilized our best efforts in order to move forward in a timely fashion with this client's project, at each point in which we required the client to participate with the executing of a required form or document, or taking a phone call and speaking with a representative from our company in order to clarify some aspect of information, we have been met with either a refusal to participate, execute said documents, or general unresponsiveness."
  MY REPLY:
  I originally spoke with a gentleman (*****************************) in December he came to my home explained the process and did measurements on my windows he was at my home for approx. 45 mins...  Another person came to my home approx. 2 - 3 weeks later and did another set of measurements and he was at my home for approx. 15 - 20 mins., at this time the gentleman explained that the "French door" needs to be removed from the "agreement" because it is already impacting glass in the door.  Each time someone called me I spoke with them and set the appointments WITHOUT any issues.  I received the original "agreement" on 1/9/2023 and used DocuSign to initiate the process. I DID NOT receive any further emails, phone calls, or mail after signing. I emailed ***************************** on 3/31/2023, because I did not receive any further information, he replied to me on the same day via email "Closer to end of **** is expected.".  Again, after this email I DID NOT receive any further information...  no phone call, no email, or mail.  I emailed ***************************** again on 5/31/2023 to confirm they still planned on installing the windows in the end of ****, I received no response nor phone call, or mail.  I emailed ******* again on 6/1/2023 stating I did not get a reply to the previous email on 5/31/2023, again without a response from ***************  I emailed ******* again on 6/5/2023 to confirm he received my last email and any corrections needed, he replied "Looks more like late August.". When I received this email, I started to get concerned wondering why instillation of the windows keeps getting pushed back.  I then received a phone call from another female representative, I spoke briefly with her on the phone, but had to end the call and could not take any calls due to being ******** with the **************** she was able to explain that the paperwork from my *** has not yet been completed and my windows were not ordered as of yet.  I then sent her an email stating i wanted to cancel.  She also forwarded me emails showing that she was in communication with my *** on 5/17/2023, 5/18/2023, and 5/25/2023.  She did not receive the application from the ***.  Just to be clear from 1/9/2023 until 6/5/2023 I was the one to initiate conversation and gain further information...  NO REPRESENTATIVE CONTACTED ME UNLESS I INTIATED CONVERSATION.  The biggest concern after I signed the "agreement" on 1/9/2023...  Why did it take 3 to 4 months to contact my *** for the application?  Why didn't anyone contact me and let me know the situation so I could assist in the process?  I have not been difficult and any time they emailed me or called me or sent me mail I have responded because I wanted to get the windows installed ASAP...  Once I wanted to cancel is when I became a "difficult", I was never unresponsive.  I replied to every email and/or phone call I received,again because I wanted to get these windows installed.
  
  The Client signed a NEW contract with Florida Smart Energy without a SGD (sliding glass door) on **** 22, 2023 via docusign.( This is the date and contract of present record). The client never signed the required *** (Window Application Form) in spite of our best efforts to have him execute this required form. 
  MY REPLY:
  I never signed a new contract after 1/9/2023 and it was a French door not a sliding glass door to be clear. If in fact they have a copy I would like to see it because it would not be through me  I was never given or received anything else to sign besides the initial contract on 1/9/2023.  I did not receive any emails with or without an attachment, any phone calls to say an email/mail was sent.  I have no clue what the *** looks like, if they can show me when they sent it I would like to review.
  
  By May, the client had still not signed the *** (continuing to slow the pace of his project).Additionally, FSE was having a problem with the clients' ***. This was primarily due to the fact that the client had not made known to us the fact that his *** had been changed, (again unresponsiveness on the part of the client). He is no longer in ************.The client is aware this is vital information as FSE had a duty and requirement to have interplay with the clients' ***.
  MY REPLY:
  Again, I did not receive a ***.   ************ changed their management company in March.  Florida Smart Energy was emailing the appropriate person from the new management company in May and received replies from the new management company of the **** I dont know why they are saying they did not know of the change or if they needed to know of any change because they were already communicating with the new *** management company.  Finally, I am still part of the ************ community and regularly pay dues to the *** (*******************).A Florida Smart Energy representative forwarded the emails showing they were communicating with the new *** management via email (can be provided).  If any representative would have contacted me between 1/9/2023 and 5/17/2023 I would have been more than happy to assist in any way possible way.
  
  
  The client did not want to sign the ARC *** form; after trying endless times to assist the client in understanding that this is essential in order for his project to move forward. It is untrue that FSE did not reach out to the client, (on numerous occasions), as refusing to sign the ARC form prevented the project from moving forward. Windows and doors are custom-made items in terms of their dimension and cannot be resold. This being the case, windows and doors are not ordered until an ARC form is signed and an *** is on board and has approved of a given project.
  MY REPLY:
  If any forms were provided before 6/1/2023 I would have signed immediately especially if someone contacted me and advised me what issues the company was having, If someone just reached out to me and let me know.  I DID REFUSE TO SIGN AFTER CANCELLING, it was already too late confidence was lost and I just wanted end the project. I received no phone calls, emails, and/or mail in regard to an ARC FORM I do not know what that form is.  I dont know how they reached out to me but if they could provide proof of email I would like to review.  I understand the importance of *** approval,that is why I questioned why it took 3 to 4 months for Florida Smart Energy to contact my ***.  This is my first-time ordering impact windows and dealing with this process... I have no clue what they need unless they inform me. 
  
  FSE has incurred significant costs with regard to this project. Although the client was difficult and unresponsive, we were able to complete a site survey,detailed engineering, and the permitting package, (which must be submitted by us), all in good faith and with the intention of moving forward in a timely fashion with the project. It is true that the client spoke to several different members of our staff including the Windows Production Manager. This was in an effort to maintain communication with the client as he began refusing calls from our Windows production management.
  MY REPLY:
  2 people came to my house and did measurements of my windows (***** mins.) that was it  Is that the site survey and detailed engineering? If yes... $5600 really? I would like to see proof of the permit and confirmation that it was sent to the ********************* at least so I can understand.  They sent or completed a permit to the city before having a date to start or approval from my ***? I have been open with communication at all times.  I emailed and spoke with representatives multiple times.  I spoke with the new Operations manager via phone twice after saying I wanted to cancel he was the one who explained all the issues the company Florida Smart Energy was having.  I have a full-length email conversation (can provide if needed) with their Legal person who explained what was going to happen if I tried to cancel.  I had a great rapport with *****************************, his demeanor and explanation of the process was the reason I moved forward with Florida Smart Energy to begin with.  If Im so difficult how were all these people able to communicate with me?  Again, I have been open with all communication I was excited to get impact windows installed it doesnt even make sense to say I was difficult or unresponsive  I WANTED THE WINDOWS ASAP!
  
  In the last conversation our Windows Production Manager had with the client, in which the manager once again tried to  encourage the client to move forward and and offered once again to resolve all issues, the client stated, that he refused and wanted the project to go to legal and that he would use the BBB to give us a bad name and that he did not care about a lien upon his property.
  
  FSE is still willing to move forward with this project to completion and satisfy the clients' needs. However, the client must cooperate in executing appropriate forms in a timely fashion and Participate in his role as a client receiving product from our company.
  MY REPLY:
  The operations manager I spoke with encouraged me to move forward absolutely thats his job, however nothing was offered due to the lack of communication from Florida Smart Energy and lack of urgency to get the project complete.  Honestly 1/9/2023 5/17/2023 no *** approval? And its my fault? Being my first time doing this it is my fault for not fully reading the document I signed on 1/9/2023 which was titled as an agreement but I am not an attorney and did not understand what I was really signing.  But these are how companies get people now days.  I dont have money for attorneys. I had faith in this company only because of the initial representative.  Now look what I have to go through.  I did refuse the work, but I never wanted the project to go to legal I WAS TOLD IT WAS GOING TO LEGAL BECAUSE I REFUSED TO GO ANY FURTHER.  I NEVER said I am going to use BBB to give anyone a bad name.  What I did say is to the Operations Manager was the lack of confidence I had in the company to move forward with the project because of the lack of communication and confusion with the process at the time once I completely refused moving forward, he explain he has to move the project to legal at that point I explained Florida Smart Energy is now going to use legal means to force me to do the project and I would have to report this to the BBB.  I understand BBB is not used for defamation but to come to some sort of agreement.
  
  Florida Smart Energy attacked me in the first sentence of the reply to my complaint.  This is unfortunately an example of a client who has been difficult to work with and unresponsive.  Not only is it an attack it is a flat out LIE, but I dont take it personal I feel the person giving the reply was just misinformed.  I have cooperated in everything from beginning to when I ended.  I would be willing to move forward as well if the company wanted to negotiate.  As of now I just want the Lien removed from my property and to please leave me alone.  They want $11,000 from me if this is not fraudulent,I dont know what is.  If they want to move forward amicably, I am willing to discuss. But if they do not remove the Lien then we will have to go to court the Claim of Lien, that was sent to my house, states that after a year from the date of the claim it will be null and void.  I assume they want to go to court before the Lien is Void.  How can anyone be expected to pay $5600 or $11,000 for nothing?  I would be more than willing to move forward with the project if they were willing to negotiate pricing.  I did nothing to cause this situation for myself other than signing that document and trusting too much.  I am thankful though this was a huge ****** for me.
  
  

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20587776
  
  I am rejecting this response because:This is unfortunately an example of a client who has been difficult to work with and unresponsive. Although we have utilized our best efforts in order to move forward in a timely fashion with this client's project, at each point in which we required the client to participate with the executing of a required form or document, or taking a phone call and speaking with a representative from our company in order to clarify some aspect of information, we have been met with either a refusal to participate, execute said documents, or general unresponsiveness. "
  MY REPLY:
  I originally spoke with a gentleman (*****************************) in December he came to my home explained the process and did measurements on my windows he was at my home for approx. 45 mins...  Another person came to my home approx. 2 - 3 weeks later and did another set of measurements and he was at my home for approx. 15 - 20 mins., at this time the gentleman explained that the "French door" needs to be removed from the "agreement" because it is already impacting glass in the door.  Each time someone called me I spoke with them and set the appointments WITHOUT any issues.  I received the original "agreement" on 1/9/2023 and used DocuSign to initiate the process.  I DID NOT receive any further emails, phone calls, or mail after signing.  I emailed ***************************** on 3/31/2023, because I did not receive any further information, he replied to me on the same day via email "Closer to end of **** is expected.".  Again, after this email I DID NOT receive any further information...  no phone call, no email, or mail.  I emailed ***************************** again on 5/31/2023 to confirm they still planned on installing the windows in the end of ****, I received no response nor phone call, or mail.  I emailed ******* again on 6/1/2023 stating I did not get a reply to the previous email on 5/31/2023, again without a response from ***************  I emailed ******* again on 6/5/2023 to confirm he received my last email and any corrections needed, he replied "Looks more like late August.".  When I received this email, I started to get concerned wondering why instillation of the windows keeps getting pushed back.  I then received a phone call from another female representative, I spoke briefly with her on the phone, but had to end the call and could not take any calls due to being ******** with the **************** she was able to explain that the paperwork from my *** has not yet been completed and my windows were not ordered as of yet.  I then sent her an email stating i wanted to cancel.  She also forwarded me emails showing that she was in communication with my *** on 5/17/2023, 5/18/2023, and 5/25/2023.  She did not receive the application from the ***.  Just to be clear from 1/9/2023 until 6/5/2023 I was the one to initiate conversation and gain further information...  NO REPRESENTATIVE CONTACTED ME UNLESS I INTIATED CONVERSATION.  The biggest concern after I signed the "agreement" on 1/9/2023...  Why did it take 3 to 4 months to contact my *** for the application?  Why didn't anyone contact me and let me know the situation so I could assist in the process?  I have not been difficult and any time they emailed me or called me or sent me mail I have responded because I wanted to get the windows installed ASAP...  Once I wanted to cancel is when I became a "difficult", I was never unresponsive.  I replied to every email and/or phone call I received, again because I wanted to get these windows installed.
  
  The Client signed a NEW contract with Florida Smart Energy without a SGD (sliding glass door) on **** 22, 2023 via docusign. ( This is the date and contract of present record). The client never signed the required *** (Window Application Form) in spite of our best efforts to have him execute this required form. 
  MY REPLY:
  I never signed a new contract after 1/9/2023 and it was a French door not a sliding glass door to be clear. If in fact they have a copy I would like to see it because it would not be through me  I was never given or received anything else to sign besides the initial contract on 1/9/2023.  I did not receive any emails with or without an attachment, any phone calls to say an email/mail was sent.  I have no clue what the *** looks like, if they can show me when they sent it I would like to review.
  
  By May, the client had still not signed the *** (continuing to slow the pace of his project). Additionally, FSE was having a problem with the clients' ***. This was primarily due to the fact that the client had not made known to us the fact that his *** had been changed, (again unresponsiveness on the part of the client). He is no longer in ************.The client is aware this is vital information as FSE had a duty and requirement to have interplay with the clients' ***.
  MY REPLY:
  Again, I did not receive a ***.   ************ changed their management company in March.  Florida Smart Energy was emailing the appropriate person from the new management company in May and received replies from the new management company of the **** I dont know why they are saying they did not know of the change or if they needed to know of any change because they were already communicating with the new *** management company.  Finally, I am still part of the ************ community and regularly pay dues to the *** (*******************). A Florida Smart Energy representative forwarded the emails showing they were communicating with the new *** management via email (can be provided).  If any representative would have contacted me between 1/9/2023 and 5/17/2023 I would have been more than happy to assist in any way possible way.
  
  
  The client did not want to sign the ARC *** form; after trying endless times to assist the client in understanding that this is essential in order for his project to move forward. It is untrue that FSE did not reach out to the client, (on numerous occasions), as refusing to sign the ARC form prevented the project from moving forward. Windows and doors are custom-made items in terms of their dimension and cannot be resold. This being the case, windows and doors are not ordered until an ARC form is signed and an *** is on board and has approved of a given project.
  MY REPLY:
  If any forms were provided before 6/1/2023 I would have signed immediately especially if someone contacted me and advised me what issues the company was having, If someone just reached out to me and let me know.  I DID REFUSE TO SIGN AFTER CANCELLING, it was already too late confidence was lost and I just wanted end the project. I received no phone calls, emails, and/or mail in regard to an ARC FORM I do not know what that form is.  I dont know how they reached out to me but if they could provide proof of email I would like to review.  I understand the importance of *** approval, that is why I questioned why it took 3 to 4 months for Florida Smart Energy to contact my ***.  This is my first-time ordering impact windows and dealing with this process... I have no clue what they need unless they inform me. 
  
  FSE has incurred significant costs with regard to this project. Although the client was difficult and unresponsive, we were able to complete a site survey, detailed engineering, and the permitting package, (which must be submitted by us), all in good faith and with the intention of moving forward in a timely fashion with the project. It is true that the client spoke to several different members of our staff including the Windows Production Manager. This was in an effort to maintain communication with the client as he began refusing calls from our Windows production management.
  MY REPLY:
  2 people came to my house and did measurements of my windows (***** mins.) that was it  Is that the site survey and detailed engineering? If yes... $5600 really? I would like to see proof of the permit and confirmation that it was sent to the ********************* at least so I can understand.  They sent or completed a permit to the city before having a date to start or approval from my ***? I have been open with communication at all times.  I emailed and spoke with representatives multiple times.  I spoke with the new Operations manager via phone twice after saying I wanted to cancel he was the one who explained all the issues the company Florida Smart Energy was having.  I have a full-length email conversation (can provide if needed) with their Legal person who explained what was going to happen if I tried to cancel.  I had a great rapport with *****************************, his demeanor and explanation of the process was the reason I moved forward with Florida Smart Energy to begin with.  If Im so difficult how were all these people able to communicate with me?  Again, I have been open with all communication I was excited to get impact windows installed it doesnt even make sense to say I was difficult or unresponsive  I WANTED THE WINDOWS ASAP!
  
  
  Sincerely,
  
  *********

  Customer Answer

  Date: 10/13/2023

  On 9/26/23 at 10:38 AM EST I received a voice message from a manager at Florida Smart Energy.  I returned the call immediately after listening to the message and spoke with the manager who wanted to negotiate further... she was aware that I had filed a complaint with the BBB and we spoke briefly about my situation.  After our conversation she told me she would call me back...  I did not get a call back that day.  I called and left her a message the following day 9/27/2023.  She still has not called me back.

  Customer Answer

  Date: 10/16/2023

  More Information...Another person from Florida Smart Energy has contacted me today 10/16/2023 at 9:20 am.  The person explained that the person I spoke with on 9/26/2023 is now dealing with some family issues... He further explained he would reach out to that person (whom I spoke with on 9/26/2023) and try and get them to call me back to negotiate further.  

• Initial Complaint

  Date:06/06/2023

  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.

  Representatives **** and ******** from Solar Energy came to my house several times to discuss solar panels. As we discussed they assured me the panels would come on each time power we have an outage. Asked how would this work. They started a panel that would be added to the side of the house connected to FPL. Every time the power goes out, it switches to the panel's energy and power the house. I repeatedly asked them if I need anything else for my panels to come on during a power outage. Over and over they stated no. Once I learned I needed a generator, I stopped all work. When I called the office to complain they just tried to sell me a generator. This seems like common practice to deceive buyers. They sent me a bill to cover all work completed on the house and charged me for solar panels I don't have and

  Business Response

  Date: 07/06/2023

  On March 11th,2023, a representative from Smart Energy came to your house to speak with you about Solar and what size of a system you will need.
  SEI contacted the customer few times regarding her Layout, Permit, and engineering plans. Customer requested a couple of changes on the solar layout and approved the last version of it.
  Smart Energy moved forward with the project with the last version requested and got engineering plans and permit.
  Customer texted the rep asking if she must purchase a battery as well and rep said no. Batteries are an additional product and cost and its not a must, also he mentioned she can add it in future.
  When we called to inform the customer that permit was submitted, she asked if that means that she will have power during power outage? We said no and offered her a battery system for that need.
  She said that she doesnt want to add anymore money to her bill and would like to cancel. On that conversation customer stated that she will pay for everything the company did so far (Site inspection, Engineering, Permit etc). She was told that our legal department will contact her with that amount.
  SEI sent her a legal letter with the breakdown of her charges and all the receipts with dates of when everything was made to show her it was all made before her call to cancel. 

• Initial Complaint

  Date:03/13/2023

  Type:Order 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 entered into a written contract with Smart Energy, **** for them to provide and install solar panels and a Generac generator. I paid them upfront the full contract price in the amount of $53,849.00. They installed the solar panels but never provided me with and/or installed the Generac generator that I paid for in full. I have contacted them on numerous occasions and they have failed to ever respond and/or reply to me.

• Initial Complaint

  Date:12/13/2022

  Type:Billing 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 met with a representative (*********************************), of Smart Energy Inc. He was going from door to door promoting the products that his employer had available. He mentioned that there were special programs to help with financing if I qualified. The only thing that he spoke of that interested me were the hurricane impact windows. My son told me to do it. So we started the process of buying the windows. ******************** measured the windows, wrote down measurements, style etc. and we talked about amounts. I did not want to finance the windows. I just wanted to pay cash. There wasnt much haggling. He told me that since I wasnt paying interest my final amount would be a bit more. I didnt understand that but we agreed on a final amount. The amount was $15,000. I would have four equal payments of $3,750. I needed to make the first payment today (Now). I felt really uneasy regarding that. I definitely wasnt going to give him cash. A personal check was just as risky to me so I asked if I could pay with a credit card. My thinking was that I would have the credit card company on my side if things went south. ******************** wasnt sure so he called his Office and was given the ok On accepting a credit card payment. The hand written, Smart Energy, **** contract listed four payments of $3,750. With the first payment received upon agreement. ******************** did the credit card for the first payment of $3,750. He didnt have a receipt to give me but we kind of agreed that the credit card statement would work.When I received my credit card statement the amount was for $3,906.25. I was devastated. ********************, had stood there in my face and did the credit card payment for $3,750 and now Somehow someone had increased the amount by $156.25. No one called me about this increase. (To see if it was a deal breaker). They just felt justified and didnt care enough to at least inform me of this unnamed increase. I paid my credit card but I want my overpayment back.So upon agreement

  Business Response

  Date: 02/09/2023

  Please see attached