ComplaintsforOur World Energy LLC

• Initial Complaint

  10/31/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Bait and switch! We ordered 2 powerwall 3 units with a 30 mhz capacity and got two inverters with no battery.. they took $54000 cash from us and. Then put lessor equipment on the house. Will not resolve problem or put the two powerwall 3 units to fix. It has been 5 months of no solar nothing hooked up. They owe us cost of spa bill and the cost to fix the problem.

  

  Business response

  11/05/2024

  Hello ******, We are very sorry to hear about this, We sincerely apologize for any confusion or frustration youve experienced regarding the installation of your solar equipment. 
  
  It seems that theres a significant update regarding your system installation that may require some clarification. The revised design plans indicate that the two inverters currently installed will need to be removed. This decision is based on the fact that the Powerwall 3 comes equipped with an integrated inverter. This means that the existing inverters are no longer necessary, as the Powerwall 3 is designed to handle the functions that these inverters provided.
  
  We understand that this change might be somewhat confusing and potentially frustrating. You may feel as if we are taking away equipment that you have already invested in and had installed. It's important to emphasize that your previously paid amount has been confirmed as paid in full, and we are not requesting any changes to the contract price. Our intention is not to diminish the value of your investment but rather to enhance the overall efficiency and functionality of your energy system.
  
  Our team is dedicated to getting your system installed according to the approved plans while also ensuring that it satisfies both you and Mr. ****** We appreciate your patience and understanding during this transition. If you have any further questions or concerns about these changes, or if theres anything specific you would like to discuss, please do not hesitate to reach out. Your satisfaction is our priority, and we want to ensure that you feel confident and informed throughout this process.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 10/23/2024 A solicitor from Our World Energy knocked on my door. When I pointed out that there are two no soliciting signs on my door, he began what appeared to be a well rehearsed explanation for why it was ok for them to knock.

  

  Business response

  10/24/2024

  Hello *****, We are very sorry to hear about this. We sincerely apologize for any inconvenience this may have caused you. This is not what OWE represents & will take the proper steps to address this. If you would like to provide any additional information, please feel free to contact us at ************, thank you!

• Initial Complaint

  10/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've had my solar panels through Our World Energy for years. On August 2024 I received a bill from APS which is unusual as I normally have a credit on my APS of the surplus produce by my solar system. I contacted Emphase (solar production software) and verified on their app my system stopped producing on July 11, 2024. They said there was an update to the software that turned off the production and the next day they turned it back on. I contacted Our World Energy and provided APS bills. They sent a check for 79$ which according to them my systemn was only off August 1-15 and 79$ would be a 2 week refund from my solar loan payment. I asked for clarification as to the graph showing no production on July but none was given. Due to their system not producing for almost 6 weeks I have no credit on my APS (previously was over 200$- see screenshots) and I owe APS several hundred dollars. This was caused directly by the lack of service from Ourworld despite me still paying my monthly loan.

  

  Business response

  10/24/2024

  Hello Zue, We sincerely apologize for the challenges you have faced, as this falls short of the standard of service we strive to deliver at Our World Energy. After thoroughly reviewing your account, I would like to apologize for any confusion caused on our part.
  You are absolutely correct in requesting the full loan reimbursement for the period your system was non-operational from July 12th to Aug 24th. We will ensure that the remaining reimbursement for this downtime is processed promptly.
  Our **************** team will be in touch shortly to address and resolve these issues.
  Thank you for your continued trust, and we look forward to promptly resolving this situation for you.

  Customer response

  10/24/2024

  Thank you so much for your prompt response. I truly appreciate your acknowledgement of the corrected dates and the offer to refund the corresponding total of the loan. However, I'm afraid this amount falls short of the debt I have accrued with APS due to the lack of service. Since there was no solar power provided during this period, I not only ran out of my credit with APS, but also have now a debt with them (please refer to images provided and Im happy to provide any other info at your request). As this APS bill is a direct result of the lack of service, I'm requesting for that bill to be covered as well. 

  Thank you for your time

  Zue

  

  Business response

  10/29/2024

  Hello Zue, 
  Thank you for reaching out and for acknowledging our efforts to address the issue with your solar system and allowing us to correct the reimbursement amount for your loan.  
   
  As the installation provider for your solar system, Our World Energy is committed to ensuring your system functions as expected. When there are issues with your systems performance, we promptly cover any solar loan payments because we understand that you shout not pay for your system if it's not working. We are your solar company, and we will reimburse you for solar payments. However, please note that we do not cover utility bills, as homeowners remain responsible for their energy usage costs regardless of if you have solar or not, that is the energy you consumed during this time for which you are responsible for.  
  
  We understand the importance of transparency and are here to support you with any additional questions. Please dont hesitate to reach out if you need further assistance. 

• Initial Complaint

  10/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was approached to obtain Solar panel systems from this company. Sat with a Supervising sales representative in my home to get detailed information about costs. I gave them a years worth of Electric bills to show usage and to get a monthly ******************* costs. Upon doing research I saw complaints on the BBB site about them and issues other customers have had so I had questions about the details in those areas. One was starting to pay lease payments before the solar system was up and running. I had it put in my contract that they reimburse all payments made to the leasing company if they started before the system was at 100% and working properly. They agreed. Lease bills started in January and the system wasnt on till almost the end of June. I have only received ********* reimbursement. Still awaiting ****** ****** *** and most of June lease reimbursement of around $620 dollars. In addition to questions about this I was very adamant about getting the specifics on monthly lease payments being no more than what we currently pay on average monthly for ***. This was the $620 dollars threshold. They explained to me that I would receive a rebate check back on from the system for around $36k dollars. This check would need to be applied to the lease company by a certain date or the lease amount monthly would go up to $820 dollars. They said some people use the funds for whatever but most apply it to keep the requested payment. I said this is a check not a tax credit correct? They said yes its a check and I can do what I want with the money but again it would affect the monthly lease payments if I dont apply the funds to the lease by the time frame. They said in addition we will get a tax credit to apply to get on our filed taxes. Being that the lease payment would be higher than our current APS monthly average bills, I said no it goes on the lease for sure so we werent paying more than the $620 month. I have texts confirming 620 was our limit

  

  Business response

  10/24/2024

  Hello ******, We sincerely apologize for the issues you've encountered, as this is certainly not the level of service we aim to provide at Our World Energy. After reviewing your account, please know that we are working diligently to resolve your concerns and expedite a solution. 
  Regarding the reimbursement for your loan payments, I want to assure you that this is indeed part of your contract. We are currently addressing internal logistics to ensure the funds are processed and delivered to you as soon as possible. Unfortunately, we are facing delays due to a lack of responsiveness from the sales representative. However, please rest assured that we are actively pursuing a resolution and you will be reimbursed soon.
  Additionally, while our sales team strives to provide accurate estimates regarding potential tax credits, we are not licensed tax professionals. The information shared during the sales process is based on general guidelines, and we always recommend consulting a certified tax advisor for the most accurate and personalized advice when filing your taxes. 
  Once again, we appreciate your patience and understanding, and we will continue to update you as we make progress on your reimbursement. 

  Customer response

  10/24/2024

  This is the same response I have received for months.  That the sales **** are not responding which is not surprising as they stopped ***lying to be after I signed and have not been reachable since.  
  

  I have numerous emails stating they are working on getting in touch with the sales teams to get reimbursed. Months of emails 

  As for the tax credit.  I am aware of the difference between a tax credit and a rebate check.  The sales *** who handled this specifically stated it was a Check I would receive and it needed to be applied to my lease or my payments would increase by a certain time.  In addition I had a long text string with the *** **** who brought the sales *** to my house with the specifics and concerns about the deal which will be used in court as evidence of my concerns and agreement and details there of. 

  

  Business response

  10/30/2024

  Hello Daniel 
  We have been in contact with you regarding you loan reimbursement and we have informed you we are mailing a check this week for your four months of loan reimbursements. 
  Regarding your tax rebate, please refer to the contract you signed at time of sale: 
   TAX CREDITS AND REBATES: Buyer understands that Our World Energy and its ***resentatives are not tax professionals. Buyer understands that the tax credits offered by the Federal and State governments are credits against the buyers income tax liability. Should you have any questions relating to or pertaining to your ability to acquire the above mentioned credits, you should seek counsel of a tax professional. Furthermore, buyer understands that rebates and credits are estimated at time of purchase. 
  By signing this contract you acknowledge that you understood Our World Energy are not responsible for any unknown disc***ancies that may come up.  
  Youve informed our team you have text conversations from your sales *** stating this would be a check from OWE, we have requested you send these to us. Unfortunately we are not present at time of sale and cannot verify these claims unless we have documented proof. Regardless of any verbal confirmation, verbal promises are not binding unless written into your contract. 

• Initial Complaint

  09/25/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Subject: Breach of Contract and Violation of Arbitration Rules I am writing to formally address the breach of contract by One World Energy concerning the violation of the Consumer Arbitration Rules of the ******************************** (***) and the Federal Arbitration ****** detailed in our agreement, which I have attached for your reference, arbitration is the designated method for dispute resolution. On September 19, 2024, I formally requested arbitration (see attached documentation). However, instead of complying with the established arbitration laws, One World Energy issued an invoice for alleged cancellation fees. This invoice pertains to the same subject matter outlined in my arbitration request (see attached).Thank you for your attention to this matter. I look forward to your prompt response.Sincerely,***** ***********

  

  Business response

  10/03/2024

  Hello *****, thank you for taking the time to share your feedback with us. We acknowledge your request regarding the arbitration over the cancellation fee; however, we have decided to waive the fee entirely. As a result, there is no need to proceed with arbitration.
  
  We sincerely apologize for any inconvenience you may have experienced. If you have any further concerns, please feel free to reach out to our customer service line at ************.
  
  Thank you for your understanding.

  Customer response

  10/03/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***** ***********
  
   
  

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  After a chronic diagnosis of a close family member my employer granted approval to allow me to move to help when episodes and ER trips occur. Only the planning phase of work was engaged in the solar project. I contacted the project coordinator several times expressing that I am content with paying the $2K plus cancellation fee and request a further amended statement prior to payment that after I have met my contractual payment in full no other negative consequences such as credit impact will be incurred. Again, only planning has occurred- no agreement with a utility provider or installation staff are engaged. The email I replied to (same day) was Sept 17, 2024. I sent another email September 19, 2024 and still haven't had a reply to my questions and request. They seem to be impatient with me but offer very poor customer service themselves. Seems all the other complaints to BBB have similar stories. With all the complaints I feel all the more heightened awareness that an amended statement is necessary with a sketchy service provider. Buyer beware!

  

  Business response

  10/01/2024

  Hi ****, thank you for your feedback. Our records indicate that we have sent you an email confirming that *** will not be using your name or any of your information in any capacity moving forward. By canceling your solar project, you can be assured that your credit will not be affected by OWE any further. Please note that your credit was processed by the finance company. If you have any additional questions or concerns regarding your credit, I recommend reaching out to them directly. Their phone number was provided in our previous email for your convenience. Thank you for your understanding. Should you have any further concerns, please do not hesitate to contact us.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased solar in 2023 and went to purchase a battery in ********************************* July but broke my solar charging and credits back from *** so now I am paying exorbitant power bills while still paying for my solar bills. It's been two months and they still haven't made corrections to get my solar and battery operating. They show up at the wrong times or don't show up at all. They do not keep me in the loop or contact me for follow as to what the situation is. They have offered to pay for my solar bill once but that took over a month to get a payment. I've asked multiple times by email to speak to a manager for resolution only to get a call on occasion from my project manager who does nothing to resolve the issue blames the installers who blame the management etc. I saw on the first day of battery installation there was a problem when they were reading the manuals and watching ******* installation videos and had no clue how to install a battery. They've been back to my house 4x and I've asked for them to bring a professional and they still can't correct the issue. This battery cost me an addition $17k but the headache and stress is immeasurable. This company needs to correct it's issues and finish their job.

  

  Business response

  09/25/2024

  Hello ******, thank you for sharing your valuable feedback with us. We sincerely apologize for the inconveniences you have encountered. We are committed to providing the best service possible, and we regret that your experience did not meet those standards. Our records indicate that our branch manager and project management team have been in communication with you, and we are pleased to confirm that your system is now fully commissioned and operational. We appreciate your patience as we worked to resolve this issue. If you require any further assistance, please do not hesitate to reach out to our customer service line at ************.
  

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  System installed July 15, 2024, today is Sept 6, 2024, still no final inspection, no communication at all. I do not know what is going on!

  

  Business response

  09/12/2024

  Hello *****, we sincerely apologize for the communication lapse you have experienced. After reviewing your account, it appears that upper management has been in contact with you and is currently working on obtaining the necessary permissions to proceed. Your project is now pending Final Inspection. We appreciate your patience and understanding as we work diligently to resolve this. 

  Customer response

  09/13/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  08/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Just curious to understand what you really know about your Director of ***************************** *****************************. He's divorced, 2 kids, already seeking new people and pushing himself into multiple relationships with broken women. As of right now, he's with a broken woman with 2 kids. Already offering rent free accommodations, hush money for infidelity. Really not someone I would trust or want as a director. Outside looking in, this news could be catastrophic if the public finds out director of Evensol is using broken women offering them free rent and boarding to keep quiet...food for thought.

  

  Business response

  09/06/2024

  Hello ******, unfortunately we were unable to locate an account using the contact information provided. It appears this issue may not be related to OWE. If you believe this is an error or if you need further assistance, please contact our customer service team at ************.
  

• Initial Complaint

  08/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I found my new house in February and was beyond excited about the prospect of upgrading the house and making it my own. In March I started down the process with getting solar lined up as this was a project I knew I wanted to move forward with. My contractor for other projects put me in contact with Our World Energy. They failed to have all of the right equipment when install was supposed to start. There were on again off again delays. I needed to take a total of five days off of work due to their inability to have all of the part, scheduling mishaps, or due to poor install. From the initial instal my *********** Wall 3s were falling off of the side of my house because they used the wrong hardware to install it. Upon further inspection I saw that they had put a dozen or so additional holes into the siding of my new house for no reason. Just randomly drilled holes. I had my siding replaced, at their cost, by my contractor, and they reinstalled the power walls again. Today was the day to commission my system and CPS couldnt do it because they messed up the wiring, did some of it backwards, they put the shutoff inverted with another box, and used my old breaker box as a junction box for the new Span smart panel that I had installed, and this is against code and wrong!Im so over this experience that Im ready to contact a lawyer and to have the whole unit removed from my house and to have another installer come in and replace it!

  

  Business response

  09/04/2024

  Hello ****************, thank you for sharing your feedback with us. We highly value our customers and are committed to continuous improvement. We sincerely apologize for the inconveniences you have encountered. After review of your account, I would like to assure you that upper management and the branch manager are actively involved in addressing and resolving your concerns. We are committed to resolving this situation to your satisfaction. Thank you for your patience and cooperation as we work through this process.

*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. ↩