Complaints

This profile includes complaints for Pure Energy Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Pure Energy Inc

  231 E Rhapsody Dr San Antonio, TX 78216-3115

  
• 

  Pure Energy

  5714 40th St Lubbock, TX 79407

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:06/05/2025

  Type:Service or Repair 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 signed a solar contract with Pure Energy (installer) and SOLRITE (PPA provider) on April 24, 2025. The sales **** *****, assured me that I could cancel at any point after installation and that if a future homebuyer declined the system, it would be removed free of charge. He also said we could just stop paying and Pure Energy would remove the equipment. These verbal claims do not match the written agreement. Later, I was sent a system layout that included significantly more wall-mounted electrical equipment than described. I never approved it, never signed off on permitting, and no installation occurred.On May 20, I emailed Pure Energy and SOLRITE requesting clarification about rumored cancellation charges ***** mentioned, asking for supporting documentation and contract language. On May 28, I formally disputed any charges in writing. Five minutes later, I received an invoice for $2,100 with charges for a $1,500 cancellation fee and fees for site survey, CAD engineering, and administrative work. I immediately responded again asking for documentation, a breakdown, and contractual justification.I have received no response from Pure Energy billing or support since that date. ***** previously referenced page 22 of the agreement for cancellation information, but that page contains a standard cancellation form and makes no mention of any fees. To date (6/4/2025), no documentation or contract support has been provided. I am formally disputing this invoice. I am requesting that Pure Energy void the $2,100 invoice issued, with a due date of 6/27/2025, and formally confirm cancellation of the solar project with no penalties. I am also requesting a written statement that no further billing or collection action will be taken related to this agreement. The original contract file is available on request, but I was unable to upload it here due to the file size limitations. I am happy to provide it by email if needed.

  Business Response

  Date: 06/15/2025

  Dear ****** **** and BBB,

  
  Thank you for your submission. Weve reviewed the details of your account and would like to confirm the following:

  - The invoice issued on May 28, 2025, in the amount of $2,100 has been voided in full.
  - Your solar project has been formally cancelled, and no further billing or collection activity will take place.
  - No installation occurred, and while a utility interconnection application was submitted, no permits were filed with the city. The utility submission has since been closed out.
  

  We understand your frustration and regret any confusion caused by verbal representations that differed from the written agreement. We also acknowledge and apologize for the delay in our follow-up after your written dispute on May 28.
  

  Your feedback has been shared internally with our Sales and Support teams to improve communication and ensure greater alignment moving forward.

  Sincerely,

  Pure Energy

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau (BBB):
  
  I have reviewed the response made by Pure Energy in reference to complaint ID ********, and I find the following resolution provided by Pure Energy to the BBB, verbatim on June 16, 2025, at 9:48am CST, to be satisfactory:

  - The invoice issued on May 28, 2025, in the amount of $2,100 has been voided in full.
  - My solar project has been formally cancelled, and no further billing or collection activity will take place.
  - No installation occurred, and while a utility interconnection application was submitted, no permits were filed with the city. The utility submission has since been closed out.

  I would expect a formal confirmation letter or a $0.00 invoice from Pure Energy via mail at *********************************** by Monday, June 30, 2025. 

  Regards,
  
  ****** ****

• Initial Complaint

  Date:01/28/2025

  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.

  They said I would get a rebate check for 30% of the cost from *** this was a lie told them I was disabled and didn't pay taxes they said would still get check and built it into the loan that when it came I would give to loan company there is no rebate so I am out 9500 dollars I don't have I want that reimbursement

  Business Response

  Date: 02/11/2025

  Dear ******,

  Thank you for reaching out and sharing your concerns. We value transparency and want to clarify the details regarding the federal solar tax credit.

  As stated in your contract, and as confirmed during your welcome call, Pure Energy is not a tax entity, does not provide tax advice, and strongly encourages customers to consult with a CPA or tax advisor for any tax-related questions. The federal solar tax credit is not a direct rebate but rather a credit applied to federal tax liability. Eligibility is determined solely by the *** based on an individuals tax situation.

  We understand how this situation may be frustrating and regret any misunderstanding. While we strive to provide clear and accurate information, we cannot guarantee tax credit eligibility, as it is subject to *** regulations. If you have any questions or would like to discuss this further, please feel free to contact our customer support team at **************.
  

  Sincerely,
  

  Pure Energy

  Customer Answer

  Date: 02/12/2025

  Complaint: 22868964
  
  I am rejecting this response because:
  they said i would get a rebate check they did a loan that showed that a payment needed to be made with the rebate to keep the payment low this was done to defraud the consumer i tried to contact the main office but it was unsuccessful they did this fraud to me and others i have not filed fraud charges yet cause i was giving you a chance to resolve but this is criminal when i called h&r block they said they were rearing this from many people will wait for response before taking legal action
  Regards,
  
  ****** ******

  Business Response

  Date: 02/15/2025

  Dear Mr. ***************** appreciate your follow-up and understand your concerns. However, we want to reiterate that Pure Energy does not provide tax advice, guarantee tax credit eligibility, or determine *** qualifications. We strongly encourage all customers to consult a tax professional regarding any tax-related matters. These disclosures were acknowledged in both your contract and welcome call.
  
  The federal solar tax credit is not a direct rebate but a credit applied to federal tax liability, with eligibility determined solely by the ***. If an amount equal to the expected tax credit is applied to the loan, the monthly payment remains unchanged. If not, the payment adjusts as outlined in the loan agreement.
  
  Regarding your attempts to contact our main office, we regret any difficulty you may have experienced. Our customer support team remains available at ************** to address any further concerns.
  
  We take allegations of fraud seriously and strongly deny any misrepresentation or wrongdoing.
  
  Sincerely,
  Pure Energy

  Customer Answer

  Date: 02/18/2025

  Complaint: 22868964
  
  I am rejecting this response because: your sales people said i was getting rebate check this is fraud 
  
  Regards,
  
  ****** ******

• Initial Complaint

  Date:10/10/2024

  Type:Customer Service 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.

  During the sales process, my salesperson explicitly promised the following:1. 25-year warranty on the solar panels covering both parts and labor.2. Production guarantee ensuring 89% system efficiency by the end of the 25-year period.Upon reviewing the terms of the contract, I discovered that these key assurances are not reflected in the official agreement. Specifically, the contract only mentions a 20-year workmanship warranty and does not include any binding production guarantees, contrary to the verbal promises made by your representative. This discrepancy constitutes a material misrepresentation of the product and services ********** a result of this misrepresentation, I am exercising my right to cancel the contract without any penalties or further obligations, as the agreement was entered into under false information that significantly influenced my decision to proceed.

  Business Response

  Date: 10/14/2024

  Dear Ms. Du,

  Thank you for bringing your concerns to our attention. We apologize for any misrepresentation during the sales process and for any confusion this caused. Upon review, we can confirm that your account has been cancelled, and no cancellation invoice will be issued.

  Please know that we take situations like this seriously and strive to prevent them through ongoing training and quality control measures to ensure our sales representatives communicate all terms clearly and accurately.
  

  We appreciate your patience and understanding throughout this process. If you have any further questions or need additional assistance, please don't hesitate to reach out.

  Sincerely,

  Pure Energy

  Customer Answer

  Date: 10/14/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22405447, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  Wei Du

• Initial Complaint

  Date:10/10/2024

  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.

  On the 2nd of July 2024, I had an appointment with one of the salesmen (****) with Pure Energy. During our conversation and when I signed up for the site evaluation, I had requested that I would not want to trim the trees around the property and also because I am renting I wasn't sure the landlord would want the solar panels on the mobile homes rooftop, so I requested to have them installed on the metal shed next to the home. **** stated that I should tell the engineer that would be coming out to inspect the property later that week. During the inspection I told the engineer that I wanted them on the shed and so he inspected it and took pictures and he said that I should have plans sent to me in a few days. When I got the plans and reviewed them, they were for the mobile homes roof after which I had already explicitly stated that I didn't want them on. When I called **** he said that there must have been a miscommunication within Pure Energy's staff and that we would have to do the entire contract over again. I did not hear back from **** or Pure Energy until about a month later I received a text message stating that I owed a bill to Pure Energy for $2,295.00. I then called Pure to explain to them about how they submitted the wrong plans to the utility company and they told me that they would only waive the debt if I agreed to the plans on the rooftop because the metal shed was not approved. Which would mean the contract is void since the disapproval came from them and I did not cancel my contract I just refused to have them installed on my roof. They have since bombarded me with calls, texts and emails stating that I need to pay them. I have since contacted my utility company CPS Energy and they sent documentation that they actually disapproved the plans submitted by Pure Energy for the mobile home roof which should also void the contract. I want to handle this dispute amicably hopefully without going to court.

  Business Response

  Date: 10/14/2024

  Dear Mr. ******************* you for reaching out. After reviewing your case, we confirm that the shed was not approved for installation, and CPS Energy disapproved the plans for the mobile home roof. As a result, the invoice for $2,295.00 has been voided.
  

  We regret any miscommunication and will ensure you receive a confirmation email early this week.
  

  Sincerely,

  Pure Energy

• Initial Complaint

  Date:07/09/2024

  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.

  Pure energy ***resentative stated the company would pay any cancelation fees if we got solar panels from them. We canceled with TriSmart to get pure because they promised they'd pay cancelation fees and they offered us lower coat. Pure energy is now refusing to pay that cancelation fee because the *** changed his mind about offering to pay the fees when he forced us to switch from credit human to good leap. Today is July 9th of 14, we have been calling the company and asking them why theu have not give us updated information since February. They just stated we will not pay the cancelation fee. Pure energy also hasn't given us a why they won't. The *** has told us to contact ******** general to recieve help resolving the issue.

  Business Response

  Date: 07/15/2024

  Good afternoon, BBB,
  
  We have received complaint #********, associated with the property address ******************************************************************. However, the consumer who lodged the complaint is not listed on the contract.
  
  We would like to ensure that all information is accurate and properly verified. Please advise on the next steps we should take regarding this discrepancy.
  
  Thank you for your attention to this matter.
  
  Best regards,

  Pure Energy

  Customer Answer

  Date: 07/15/2024

  Complaint: 21962407
  
  I am rejecting this response because:
  
  Regards,
  
  Schecora ********

  The acount information is set up in my husband's name. My husband isn't the one who pays the bill for the solar panels. His credit was just better.

  Business Response

  Date: 09/02/2024

  Dear *****************************,

  Thank you for sharing your concerns with us. We appreciate the opportunity to address them and provide clarity on the situation.
  
  We understand that during the initial sales process on December 11, 2023, financing options were presented through Credit Human, as noted in the documentation you provided. When our sales representative returned on December 13, 2023, he presented an updated financing option and new sales incentives. Ultimately, the decision was made to finance the system through GoodLeap, which was mutually agreed upon during the contract signing that same day.
  
  During the welcome call that immediately followed, we took the opportunity to ask about any sales incentives or promises that had been made. The cancellation fee with TriSmart was not mentioned at that time, although other incentives and promises were discussed.
  
  We understand that there was an initial discussion about covering the cancellation fees with TriSmart, but the final terms were confirmed during the sales process on December 13, 2023. Unfortunately, covering the cancellation fee was not included in those final terms. This understanding was reiterated during our call on February 5, 2024.
  
  We sincerely apologize for any confusion or frustration this may have caused. Our aim is to ensure that all agreements are clear and satisfactory. If theres anything further youd like to discuss or if you need additional clarification, please dont hesitate to reach out directly. Were here to assist.
  
  Thank you for your understanding.
  
  Pure Energy

• Initial Complaint

  Date:06/05/2024

  Type:Service or Repair 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.

  On 06-04-2024 a Pure Energy sales rep named ***** came to my door. I opened the door, saw the clipboard, the nametag, and knew he was selling energy of some sort. I asked if I could help him and he looked at my shirt and said, "Whoa, Pink *****." I asked again if I could help him, and he stammered and started to introduce himself. I pointed at the "NO SOLICITING" sign clearly displayed at eye level on my outer door. He acted like he didn't understand. I asked if he knew what that sign meant. He began playing semantics games, saying he wasn't actually selling anything, he was giving away free advice on solar energy, etc. I interrupted him and said, "I'm not interested." He continued speaking, asking me if AEP had told me about the future rate hike. I interrupted him and said, "Leave." He laughed and kept talking. I pointed across the street to my marked patrol truck and said, "Leave, or risk going to jail for trespassing." He asked, "Is that yours?" I confirmed it was and that I was a police officer. He asked, "How am I trespassing." I explained that being told by the owner of a property to leave and failing to do so was trespassing in *****. I finally got him to go without having to get dressed out again and arrest him. I don't know if drug testing is a thing with Pure Energy at the time of hire, but it might not be a bad idea. Sales tactics like this are dangerous when the sales rep knocks on a door at the wrong house and plays that game. ***** might get to meet someone with less of a sense of humor than I when they're faced with an idiot who won't leave when asked to do so. The next Pure Energy employee who knocks on my door risks consequences.

  Business Response

  Date: 06/05/2024

  Dear ******************,
  
  Thank you for bringing this matter to our attention. At Pure Energy, we strive to maintain a high standard of professionalism and respect in all our customer interactions. We are deeply sorry to hear about your experience with our sales representative, *****, on June 4, 2024.
  
  Your feedback indicates that *****'s behavior was not in line with our company's values and expectations. We take your concerns seriously and have initiated an internal review of this incident. Rest assured that appropriate actions will be taken to address this matter and prevent any recurrence.
  
  We sincerely apologize for any inconvenience and frustration this encounter may have caused you. Your safety and peace of mind are important to us, and we appreciate your understanding as we address this situation.
  
  If you have any further questions or need additional information, please do not hesitate to contact us directly at **************.
  
  Sincerely,
  
  *************************
  Chief Business Officer
  Pure Energy, Inc. 
  

  Customer Answer

  Date: 06/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:02/29/2024

  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.

  A door to door salesman from Pure Energy came to my house and bought us on the idea to get solar panels which we were already interested in. He agreed that if I didn't want the panels anymore I could call Pure energy to remove them. On Feb 2 2024 I reached out to the rep who promised my family we can remove panels. He then gave me a different answer and said that we couldn't remove panels unless panels are paid for. HE NEVER MENTIONED THERE WAS A LOAN. He wasn't transparent that I was taking over a loan. So I request these Solar panels removed off of my house due to false advertisement. I even took this issue to the news which they took my story. I already submitted a complaint to the attorney general as well As well as wanting contract voided and discontinued. . This first was discussed in September of 2023 / Contract was signed 9/27/23

  Business Response

  Date: 03/01/2024

  Dear ****************,
  
  We at Pure Energy sincerely apologize for the confusion and frustration you have experienced. It is clear from your complaint that your experience did not meet the high standards we set for customer satisfaction. We are committed to rectifying this situation and ensuring that you feel heard and supported.
  
  Upon reviewing the details of your case, we would like to address the key points youve raised, and offer steps towards resolution:
  
  1. Understanding and Resolution Regarding Panel Removal:
  We regret any misunderstanding about the terms for panel removal. Discussions about complimentary panel removal often pertain to scenarios involving future roof damage. In instances such as hail storm damage, which is common in *****, our approach is to work closely with your insurance carrier to minimize or eliminate any costs to you. To accurately address your concerns, we kindly ask you to provide any documents or communications indicating a commitment to free system removal should you decide to cancel after installation. Our goal is to understand your specific situation better and work together towards a satisfactory resolution. 
  

  2. Transparency about the Loan:
  The financing of your solar panel system, including the finance company name, loan terms, system cost, and monthly payments, was outlined in the contract and reviewed during our welcome call. We strive for complete transparency and regret any perceived lack of clarity. We are here to go over any aspect of the contract with you again to ensure your complete understanding and comfort.
  

  3. Clarification on Loan Terms:
  It's important to emphasize that the finance agreement you entered into was not about taking over an existing loan but establishing new financing specifically for your solar panel installation. As the installation contractor, Pure Energy helped facilitate this agreement, though we are not the finance company. We are committed to ensuring you fully understand the terms of this new loan and are prepared to help connect you with the financing company for a comprehensive review of your loan documents. 
  

  4. Addressing Your Request to Void the Contract:
  We acknowledge your desire to cancel the contract. It's important to note that our agreement provided a Notice of Cancellation, offering a three-business-day window from the signing date for penalty-free cancellation, a detail that was highlighted and acknowledged in our welcome call. We are receptive to discussing your particular circumstances in more depth, with the aim of reaching a just resolution that takes into account all pertinent information.
  

  5. Ongoing Support and System Performance:
  Please don't hesitate to contact our Customer Support team at ************** for any questions or concerns about your system's performance. We've verified that your system has been functioning as anticipated since its activation in early December. Nonetheless, we remain committed to ensuring that your system meets your long-term goals for energy production.
  At Pure Energy, customer satisfaction is at the heart of everything we do. We are prepared to work with you to explore all viable solutions for the issues you've raised.  
  
  Your feedback is crucial in helping us improve our services and communication. We're grateful for the opportunity to address your concerns.
  
  Sincerely,
  
  Pure Energy

• Initial Complaint

  Date:02/14/2024

  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.

  We received our solar panels after being sold on a lower price per month pending on a credit payment from tax credits. Low and behold, there is a limitation on the tax credit which they failed to mention. Even though they aren't tax professionals as they so claim, they are quick to sale you on it, even put the 30% credit in the contract, misleading customers causing tons of misleading information. which since there is a limit on the credit only ***** can be obtained for solar panels, instead of the 30% lie the proclaim, its like reading only half the page. I felt highly misled and taken advantage of. I want a refund plus compensation for fixing *******, after they remove it, also no penalty for removal or contract, as they broke the contract by providing false information.

  Business Response

  Date: 02/16/2024

  Pure Energy appreciates the opportunity to provide a response to the complaint.
  The Pure Energy Contract addresses the scope of work to be completed. Pure Energy is a solar installer. The contract itself states this plainly in the first item listed.
  Sole Agreement: This agreement is the solar agreement being made between Pure Energy and Customer. No guarantees by any third party nor any verbal arrangements or modifications to this Agreement by Pure Energy are binding upon Pure Energy unless confirmed in writing by an authorized representative of Pure Energy. Pure Energy is an independent contractor, serving as installer/contractor only. Pure Energy shall use its own tools and equipment, shall preform work specified in Exhibit A, being responsible only for competition of the work as outlined herein.
  The contract also addresses the federal Income Tax Credit with the following information; located on page 6, Exhibit D:
  Federal ITC: - Pure Energy does not provide tax or legal advice. I agree to seek my own tax advice regarding my federal tax credit. I understand all loan payments shown above assume I will apply the maximum federal tax credit available to me on or before month eighteen (18) of my loan term.
  This item is initialed by the customer at the time of sale. 
  The Estimated ITC Tax Credit is listed on the contract under the Financing heading. As Pure Energy does not control or dictate a customers eligibility or tax qualifying information, general terms are stated during the sales procedure. There is never a guarantee that the Federal ITC Tax Credit will apply to a specific individual; as that would be construed as tax advice.
  The solar system in question was designed to produce an estimated production of ****** kWh over the course of a year. This system has been operational since 2/3/2023, and since the date it was turned on; it has produced ****** kWh; therefor meeting the estimated production as contracted and sold.
  If the contracted individual would like to have the solar panel system removed from their home; they will need to speak with the finance company that their solar system is financed through.
  Pure Energy will not remove the solar panel system from the home; nor replace the roof.  

  A copy of the contract has been made available here.

• Initial Complaint

  Date:11/09/2023

  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 am filing a complaint against Pure Energy for their unlawful sales practice and misrepresentation of the sales person.At 5:45 PM of June 7, 2023, a salesman of Pure Energy named *********************************** knocked on the door. I was interested to learn more about the benefits of solar energy. ******** launched into his well-rehearsed sales pitch, extolling the virtues of Pure Energy's solar panels and promising significant savings on their electricity bills.As the minutes ticked by, ********** pressure tactics intensified. He repeatedly emphasized that he was "in a time crunch" and that I needed to act immediately to "lock in the savings." He assured me that I could cancel the contract later if I changed my mind, and that he would personally handle any cancellation fees.I was hesitant. The cost of the solar panels was substantial, and I wasn't sure if I could afford the monthly payments. But ********** promises were too good to resist. I finally relented, signing the contract at around 8 PM, two and a half hours after ******** had arrived.As soon as I did more studies and thought more about the future, a wave of regret washed over me. I had succumbed to ********** high-pressure sales tactics, and I now feared that I had made a costly mistake.Over the next several days, I did my research and discovered that ********** promises had been nothing more than empty sales hype. The solar panels were not as efficient as he had claimed, and the savings were not as significant. I realized that I had been taken advantage of.On June 30, I contacted ******** and informed him that I was canceling the contract. On June 7, he had assured them that he would take care of the cancellation and that I would not have to pay any fees.Weeks later, I received a bill from Pure Energy. To my dismay, I was being charged a cancellation fee of $2,120. This was a hidden fee that ******** had NEVER mentioned, and it was a staggering amount of money. I was furious. I felt like I had been robbed twice, first by ********** misrepresentations and now by Pure Energy's hidden fee. I contacted ********. But he did not reply. He did not keep his promise.

  Business Response

  Date: 01/10/2024

  Good afternoon BBB,

   

  I am writing to inform you that we have successfully resolved the complaint received on 12/6/23. The customer had sent a legal letter and we promptly addressed their concern by reducing our invoice. As evidence, I have attached both the customer's letter and the revised invoice.

   

  If you require any further information or assistance, please do not hesitate to let me know.  

   

  Best regards,

  Customer Answer

  Date: 01/17/2024

  Will never do business with this kind of companies. It is a scam!

• Initial Complaint

  Date:10/30/2023

  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 September 21, 2023 a representative of pure energy knocked on my door saying that there was a problem with my electrical smart meter that I had in the back and that he needed to go and check it and that the reason they are checking was the meter was over charging extra kilowatts and thats why my electric bill was to high as he checked he said yes is confirmed yours is one of the meter charging extra kilowatts and he called his team lead which he then told us that he was bilingual (Spanish/English) then lead came and introduce himself as ***************************** sales representative for Pure Energy. Pure energy is the company that ***************************** works for he stated and he the proceeded to tell me about the program and asked if I was interested on something like that which I told him yes because that is the future as he was explaining we had casual conversation but also he was talking about the solar power system and the federal tax credit which he states was $19,000 which I can use tours the purchase to lower my monthly payment or keep it and pay bills or whatever I wanted to use it I then told him maybe I just leave it tours the purchase to lower my loan but never came to a conclusion where I was thinking that someone with the finance department would call and talk to me before any conclusion or signing of any loans he then told me don't worry this is what I talked to you all I need is some initials and one signature he also said that we were so nice that not to worry he will take care of the first payment and during our time in my house his entire team was there no paperwork left to see or read what we had just talked and today received email that Ill start payment on a loan that I did not signed or have any knowledge of giving permission to anyone to sign for me from a bank represented by Divedend that payment starts in December 2023 and they added the tax credit that I was going to use for debt consolidation an to fix other things in the house ****** is hard to get

  Business Response

  Date: 10/30/2023

  Our records show that ***************** signed a contract with Pure Energy on 9/21/2023. 

  A Welcome call was completed by Pure Energy Sales Support Staff on 9/21/2023; going over and confirming the understanding of the contract and loan. A copy of the audio file can be made available to *****************, but is unable to loaded here; due to file type. Attachments here include a copy of the contract and confirmation of date and time of the welcome call.

  During all welcome calls, each customer is also told that ********************** is not a tax entity, we do not give tax advise, and we encourage all customers to reach out to a tax professional or CPA with any tax related questions.

  Each customer with a Dividend loan is told their loan payments will start 60 days after installation is completed and a rate of $xxxx. If the tax credit is not applied to the loan; at month 18 the loan payment will readjust to $XXXX.

  A copy of each contract is also emailed to the customer; in this case; it was emailed along with the Welcome Email on 9/22/2023. See attached for confirmation of email being sent; and opened. Pure Energy Staff names have been redacted.

  At this time 10/30/2023; this solar system has been installed; and is awaiting final inspection. Original final inspection was scheduled for 10/26/2023; homeowner was not home; so it was rescheduled for 10/27/2023. Further account notes are pending review of the inspection.