ComplaintsforPure Energy Inc

• Initial Complaint

  10/10/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  10/10/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  06/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  02/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  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

  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

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/09/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  01/17/2024

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

• Initial Complaint

  10/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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.

• Initial Complaint

  08/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had solar panel installed in 2021 and we were told we would also receive an EV car port charger and solar battery. We were originally in contact with our original sales agent but he stopped working for the company and stopped responding to us. I continued to contact customer service and they would take all the information but a response from a supervisor was never received. As we continue to reach out, the agents we would speak to either stoped working for the company or they just never responded about the items that were promised. We continue to reach out and the last time was 2 weeks ago but have yet to receive response with any solution to our missing items. It is ridiculous that is has dragged out for the long.

  Business response

  09/21/2023

  This complaint has been sent up the chain to our leadership and executive team. - Once a plan of action has been determined, Pure Energy will reach out to the customer directly to address the promises made by the sales ********* thank you for including the emails, text messages and pictures; which will allow our team to move forward. 

  Customer response

  09/21/2023

  Complaint: 20541027
  
  I am rejecting this response because we have been waiting over 2 years for a response from their team. We still have not received any updates since our original complaint has been made.
  
  Regards,
  
  *************************

  Business response

  10/11/2023

  Pure Energy has spoken to the sales rep in regards to the alleged promises. In October 2021; the sales rep shared with our Sales Support staff that the items that were listed in the folder during the initial sales consultation, were for her information only, and not listed as sales promises. We have no record of any promises made outside of a monetary Sales Incentive. The monetary promise that was made, was paid out to the customer. 

  Customer response

  10/13/2023

  Complaint: 20541027
  
  I am rejecting this response because: I still have not received a response to correct our issue.
  
  Regards,
  
  *************************

  Business response

  10/18/2023

  Original contract was signed and sold 3/4/21
  System was installed and operational as of 4/12/21
  At no point during the installation phase of the account was any mention of an Generator, EV Charger or Battery brought up. - Pure Energy's first communication about those items was not received from the customer until 8/2021; and the sales rep was reached out to for information. The sales rep shared with the operations departments that no such promises were made. The information listed on the inside of the Pure Energy folder was for informational purposes only; and not listed as sales incentives. The monetary promises for sales incentives were paid out as of 10/2021. 

  Upon further review of this account, we have discovered that the solar system has been removed from the roof by an entity other than Pure Energy.
  This particular account requested a Deinstall/Reinstall estimate and Invoice which was sent to the original homeowner in April 2022. The homeowner did not pay for this to be completed. In June 2022, Pure Energy was told that the original homeowners Roofing Contractor would be making payment to have the system deinstalled & reinstalled after roof work was completed. No payment was ever received; even after Pure Energy reached out again in August 2022. Pure Energy completed a survey of the property; as a gap in production was observed on the SolarEdge Production Monitoring portal. During the survey; photos from the ground were taken; and based on the difference in the shingles and the metal flashing on the roof; and the feet of the rails being different from what Pure Energy installed in 2021; we believe we are correct in assuming that the solar system has been removed from the roof and reinstalled by someone other than Pure Energy. - As the contract states; on page 2, Section 14 - Warranties -  ". If
  Customer, Customers representative or agent, or any non-Pure Energy personnel, tamper with any part of the system the warranty shall be null and void. Customer will be responsible to pay ********************** all damages that Pure Energy may incur".

• Initial Complaint

  01/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 6th 2022 we spoke to ***************************. This was a door to door sales situation. *************** out how the solar system would operate connected us with financing through Good Leap, He stated that our bill for the panels would be $X for the first 18 months then it would go up to $Y. The problem is that ***** stated that when tax season comes around we would receive a check for an est. $16466.55. when we receive that check we would need to pay that to Pure to keep it at the $X price. We would find out later that the check part was a lie. When we spoke to him I told him that my husband is a disabled veteran and I am in a low tax bracket. With the child tax deduction I do not pay taxes and would be getting a refund. He stated then I should get the full check when I file my taxes. There were long delays in getting my system up and running, The project was "inspection in progress" for a long time and we had to email Centerpoint and Pure (9/8/22) and at one point Pure lied to us about an inspector being sent to my property to complete the inspection. After the panels were finally installed they do not have the output even hinted at by the Pure salesman. Fast forward to January 14th 2023, two more sales people came to my home stating that they were in the neighborhood "cleaning up *****'s mess" and that we did not have enough panels on our home to produce enough electricity. **************** was the primary salesperson and wanted to sell us more panels. When my husband questioned him about the tax "check" part he stated the same thing ***** stated at first, then changed his story a bit say that we will not get it all at once. My husband then surreptitiously recorded audio of the conversation. After filing my taxes today I found that YES the tax credit was not refundable to me and what ***** and ***** said was a lie. This company uses deceptive trade/sales practices. Beware of them.

  Business response

  01/24/2023

  Pure Energy would like to request the opportunity to delve deeper into this complaint, to ensure a mutually beneficial outcome.

  Customer response

  01/27/2023

  Complaint: 18886892
  
  I am rejecting this response because: The business has not contacted me about this issue.
  
  Regards,
  
  *****************

  Business response

  05/24/2023

  Please allow Pure Energy the opportunity to share the original complain with the Chief Sales Officer; a member of the board of directors. We have requested that he pursue the matter and have the original sales representative reach out to the customer.

  Customer response

  05/26/2023

  Complaint: 18886892
  
  I am rejecting this response because: The original response to the complaint was: "Pure Energy would like to request the opportunity to delve deeper into this complaint, to ensure a mutually beneficial outcome." This response was on 1/24/23. It is now 5/26/23. They have had 5 months to to "delve deeper into this complaint". A full 5 months later, with no contact from them now, Pure Energy is involving their  "Chief Sales Officer; a member of the board of directors." so  "that he pursue the matter". They will most likely ignore this for another 5 months until they have to make a response.
  
  Regards,
  
  *****************

  Business response

  07/20/2023

  Thank you for bringing your concerns to our attention and giving us the chance to address them.

   

  We understand the federal solar tax credit, commonly referred to as the investment tax credit (ITC), can be confusing and we apologize if you feel misinformed during the sales process. To address this issue, new customers are required to review and sign a disclosures form (Exhibit D) at the time of purchase, followed by a welcome call that explicitly states that Pure Energy does not provide tax advice, as we are not a tax entity, and we highly recommend that our customers seek guidance from a tax professional.

   

  The disclosures form and welcome call were conducted on two separate occasions:

  1. May 6, 2022 (contract signed for the installed system)

  2. January 14, 2023 (contract signed to add panels to the system - which was later cancelled).

   

  After the installation of the system, it is not uncommon for there to be delays. In this case, CenterPoint Energy required additional photos, which resulted in a delay of approximately one month. We recognize and admit that this extended timeframe was unwarranted.

   

  The solar system has been in operation for less than a year, yet it seems poised to meet or even surpass the estimated annual production of ****** kWh stated in the contract. From September 30, 2022, to July 19, 2023, the system generated around ****** kWh. Notably, in the month of June alone, it yielded ***** kWh, affirming our confidence that it is functioning as expected.

   

  We strongly encourage *************** to contact our office if she has any additional inquiries or concerns.

   

  Respectfully, 

  Customer response

  07/20/2023

  Complaint: 18886892
  
  I am rejecting this response because:
  I contend that PURE Solar and their salespeople (*************************** and ****************) used deceptive trade/sales practices when speaking about the tax credit as their main selling point. Their pricing scheme us dependent on the tax credit that is nonrefundable to the taxpayer.
  The payment outline that they gave me was dependent on said tax credit. Also both salesmen continually gave information that was obvious tax advice. 
  
  As for the delay in installation would be a minor issue if not for the other lies from Pure Solar. I only mention it because it is further example of a culture of deception intrinsic in this company.

  
  The question that I and my husband have is; if the solar system seems poised to meet or even surpass the estimated annual productionthen why would Pure send another salesperson to my home to sell me more solar panels?Why would ***** say that my solar panels were not producing enough energy for my home? Why would **************** repeatedly say that they were trying to clean up ******************** mistakes? Was this more deception on their part? Those are questions Pure Solar continues not to answer. Their tactic of avoiding the actual issue in any response, stalling for months and nonresponse shows they are not to be trusted.
  Pure is another  solar company trying to do to Texas what these solar companies did to Michigan. 
  
  Regards,
  
  *****************

  Business response

  10/17/2023

  As stated previously; Pure Energy is not a tax entity, does not give tax advise, and encourages customers to talk to a tax professional with any tax related questions. Each consumer who opts to sign a contract has responsibility to read through the contract, do their own research and make a decision to continue on, or cancel the contract. Every contract has a 3 business day cancellation window; allowing consumer's to complete said research and ask questions to those that are qualified to answer them.

  The solar system has produced as originally sold to produce ****** kWh annually. In the first year, your system produced ****** kWh; therefor it met the contracted production.

  Customer response

  10/21/2023

  Complaint: 18886892
  
  I am rejecting this response because: Your entire pricing scheme is based on a tax credit that is non-refundable to the consumer. Your sales people call it a refund when it is not. When I spoke to the last sales person who tried to sell me more solar panels because they were cleaning up ****** mistakes and that I did not have enough solar panels stated that it was something that I will be refunded. He gave a very long-winded explanation that I have on video.
  
   I do not dispute how much the solar panels have produced. Why would ***** say that my solar panels were not producing enough energy for my home? Why would **************** repeatedly say that they were trying to clean up ******************** mistakes? Was this more deception on their part? You keep telling me how much they produced without answering the questions at the heart of situation. You continue to avoid questions about your deceptive trade practices.

  I will not contact you via phone until I am assured that Pure Solar will handle this situation honestly and in good faith.
  
  Regards,
  
  *****************

  Business response

  11/28/2023

  We would like to request the "long-winded explanation" that  you have on video. Pure Energy has repeatedly repeated to it's sales representatives that the Income Tax Credit is not a refund. Your willingness to share the video would go far in reiterating the Tax Credit is not a refund. It could be used as a training tool for the sales department; so they know what not to say. - Along with the video; the BBB communications between customers and Pure Energy can also be used to better educate the sales staff.

  As to why the 2nd sales representative would state they are "cleaning up" another sales representatives mess; the logical explanation is that the 2nd sales representative was just trying to make a sale. It's really no difference than walking onto a car lot; speaking to one salesperson and being given information, and then speaking to another salesperson who may give you additional information; and try to pull the sale away from the original salesperson.

   

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