Adair Solar

I have reviewed this letter and we are regretful this happened. We had a short period of time that the phone had technical problems as soon as we found the problems we had our techical support team fix the problem. We hope to never allow this to happen again. As a result of the
phone problem Adair will refund the $for the original contract. I have copied my staff to prepare a check to have this issue taken care of as soon as possibleI would hope the customer would understand this was a mistake and we apologize
Sincerely, ***

I spoke to Mr*** yesterday and we will be working toward a solution to this situation I will report back as soon as we get an agreement in place

See attachment as I didn't have enough space on this form, even with several attempted edits. If there are some errors (grammatical or otherwise) they can be attributed to the multiple edits and time limit on the Revdex.com online formI spoke to Debbie at *** *** on 3/4/ She told me they "bought" Adair's business and *** was a more reliable and ethical company Mind you, Debbie and Jen are the same people I dealt with at Adair The phone # is still the same, it is stored in my phone When Debbie called me "Adair" showed up on my phone as it is saved in my contactsWhen I call either business # that I have it is answered as Adair, yet I was told they are now *** Mech.Debbie explained to me that they screwed up with the "buyout" & would like to offer me the same contract with a new start date OR give me a refund Yes, she offered options I did decline the contract I was told it would be handed off to Jen(?) for the refund to be processed I was satisfied with this outcome Now I read that Adair or *** *** (which is it?), will not issue a refund!? This is a very shady business I do indeed have their number and have called it in the past They have also come up with excuses in the past about using different phone numbers and I had used one or more of those too They usually do not return my calls unless a third party like my Credit Card company, the Revdex.com or AG Office is involved It is possible I listed MY current address vs the house in question (*** ***) our rental with the contract This is a pointless critique as Adair/*** *** didn't go to either house! This is evident as with the inspection that was supposed to take place 1/28/ This was a cold call from Adair / *** *** as I had given up on their reliability and integrity The technician called to change the time of the appointment A new time was agreed upon, but the technician never showed When I called to reschedule a few days later, I left a message and never received a call back, Not until I filed complaints with the Revdex.com and AG Office.As I review the Attorney General's complaint form, I do see that I list my current address where it asks for MY address Further down the form I list the other address (*** ***) when asked Adair or *** *** is most likely looking at the AG complaint form and trying to confuse the issue I will reiterate this is a very shady operation They have lied to me on more than one occasion The first time I was promised reusable air filtersI still have not received those air filters, even after reminding Adair It is noted on my receipt

We decided to have a solar hot water heater installed to help with our energy costs We chose to work with Adair Homes Adair met our expectations plus a lot more I was so amazed that they were upfront about all they did and what they foundThey did the work professionally and when a problem occurred explained the problem and what they would do about it They found a problem that occurred with our AC system that was serviced by another company six months prior - the fuse in the fuse box had melted in the box They fixed it the next day I would highly recommend the company to anyone

I have reached out to MrsS*** and we are working together to come up with a solution There was a miscommunication and I am currently waiting for her to send me some paper work I have also added another visit to maintenance her solar water heater at no costWe fully intend
of resolving this issue and appreciate your attention to it.
Thank you,
Jennifer R***
Office Manager

I received a cold call from Adair Plumbing & Heating offering plumbing services This solicitation call was made to my home phone, even though our number is listed on the Federal Do Not Call List The call sounded like it came from a boiler room call service Such calls are seen as intrusive and unwanted

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have received telephone calls from Adairs representative, ***, 1 asking for my online *** accounts password which I have found completely appallingI have a password on my account to protect my account and myself, it is my password- not to be sharedAt this point I do not have anymore vacation time to spend fixing this problem, I, like others, must work to surviveI cannot continue to waste my lunches on the phone to no availI have spent to much time waiting for Adair workers to show up at my house to attempt to fix my broken pipe and not fix it, making multiple phone calls to Adair to address my issues for which they are aware of, and to attempt fix the solar panels themselves which also is not working to what their representative promisedI am also, still awaiting the purchase agreement with its terms and conditions which I have not yet received eitherI do still have the same address, hopefully any day now it will arriveAdair is more than welcome to do a full inspection on this unit, although, as previously stated I cannot take the time off of work to wait aroundAgain, my issue with this unit is that I was promised an *** bill of $10-and I'm receiving bills much, much more than thatSpending $25,and only saving around $was never discussed or it would have never went on my roof!
Regards,
*** ***

I have a meeting set up with this client to discuss the performance of the system We have solutions for systems that under perform on savings I need to meet with the client to determine the best solution for the issues they may have I look foreword to resolving this issue with the client in our meeting next Wednesday.***

We received your letter in regards to *** *** a customer of ours in Laveen. I have reviewed our records and I do show we have not paid the rebate of $to the customer. This check will be prepared and sent out to the customer before the loan is due in October of this year.
We apologize for this inconvenience
Mr*** also let us know he did not get all the tax credits according to his federal and state tax filing for 2013. The good news is he will get all these credits next year when he files his taxesResidential solar tax credit can be carried forward for five years according to the tax law. As a company we show our customers that solar tax credits are available and how much is available. We would have no way of knowing if they could get all the tax credits in the first year. According to the letter the customer received $from the federal and $from the state. They will get $next year from federal and $from the stateThese amounts will appear as line items on the federal and state tax credit forms This will allow them to get the full amount of the tax credit according to the project. We cannot advance or loan this money to the customer as they will receive it when they do their taxes
Unfortunately, we cannot do anything about the loan they have in place. These types loans cannot be refinanced by our company What we can do is get our customer the remainder for the $rebate and they will have to wait for the tax creditsThe customer requested $and we cannot give that to them. What we can do it get them $and they will be getting the balance of $at tax time from the filing of their taxes. This will total the $they are requesting.
Sincerely, *** ***

We have a conference call set up with this customer and her financing company tomorrow to go over the loan she has. I am sure her payment has not dropped because she has not paid the amount needed to drop the payment We will find that out tomorrowThis is a new customer
and we only have months of bills to see savings I am not sure if we have all those bills we will make sure we **t them We will also schedule a site visit to inspect the equipment we installed to make sure it is all working according to manufacture specifications We normally do this at months but we will set her up early We have quoted 25% savings of her utility usa** to this customer We have it in contract that if we don't save 25% in the first months we will pay the difference in her bills. We have also at the end of months in a few cases added other energy savings products or systems to help our customers **t the savings we quotedI am confident we will be able to **t this house saving we just need more than 4 months to do this We have a year agreement with this customer We will go to this house every year for the next years to check up on this systemWe plan to help this customer and the system work according to the manufacture specifications. We cannot remove the system according to the request of the client. We will however work with her to **t her saving and make sure she **ts long term savings
Sincerely,
*** ***

All we are attempting to do with the *** account is get the utility bills to find out how much energy the panels are producing *** is just trying to help the customer with savings issues they may have If we can't communicate or inspect the job to see how we can help it will be difficult to serve the client It would be nice to have the utility bills send into our office for the months prior to the install and every month after the install We will then be able to speak intelligently about the system on this house These bills can be faxed to our office ***-***-*** or emailed to *** We need the customer to help us with the bills then we can perform the inspection We want to make sure the system is turned on and working like it should
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.After having my Ac Serviced by Adair Home and having to replace the unit at a cost of $dollars, I can not have this people come near my new unit, besides it came with a 5year maintenance program.Second the letter they sent you, claiming they sent it to me, I have never seen until today, but I have received notice to call then to set up a maintenance appointment. So since my unit came with the maintenance programI still want my $dollarsback
Regards,*** ***

We attempted to contact this customer to do a conference call with her finance company ** and this customer. We were unable to **t her on the phone to make this happen. She will need to call ** to find out why the bill has not dropped per the ** loan program. ** will not tell us why as it is a line of credit in the customers name. I would imagine it was just a matter of not paying enough to drop the balance. We cannot remove an installed system according to the customer request as we know these systems can reduce usa** for each year it is installed. This is a long tern investment and should not be dismissed in the first four months of operation. We will do everything in our power to make sure the system is working according to manufacture specifications
We will call the customer to schedule our technicians to do our six month evaluation early to make sure everything was installed correctly and is working. We will need them to submit the utility bills to our office each month to ensure the savings is monitored. If we need to make any suggestions of recommendations we will be able to do that with in the first twelve months. We look forward to being able to help this customer save money with this system. *** from our office will be calling to schedule the site visit
Thanks, ***

We had a problem with our phone system the weekend of the problem.  On the next Monday when we reached out to the customer she was not willing to work with us.  We offered to do a service for her for free that she had previously been quoted $280.  This service was a duct clean.  If the customer would have given us the opportunity to price quote the new air conditioning unit we could have price matched or offered a better price. This customer had a 17 year old unit. It was old and our main purpose in getting an agreement in place is to help when the unit it fails.  This is the business model we hope to accomplish.  When we make mistakes we try to correct the situation.  I feel our customer service manager Jennifer did all she could to try to resolve this with the customer.  I also find it frustrating that the issue was in June of this year.  We offered to resolve this issue at that time by serving the customer with other products and services our company offers.  We told the customer 6 months ago we are not going to pay the $700 she asked for.  She has now decided to contact the Revdex.com to get a different answer to the request for money back.  We offered to help resolve this and the customer refused.  I will still offer to perform the duct clean on her system as an attempt to make the customer happy.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]   Ms. [redacted] paid $3,880.40 to the above mentioned to "settle" the $5,000 charge. They would not accept a check so she  could not receive a "paid in full" acknowledgment  but I am concerned.  I am writing because I employ Ms. [redacted].  I believe this is unfair since it was not even 18 months when it was "due" It was 16 when payment was demanded.  Ms. [redacted] NEVER received a bill from them or else it would have been paid PROMPTLY BY CHECK. It is also my belief that since this does not go through the US Postal Service that Adair and the bank were not giving her written confirmation just and ID#. 
COULD YOU PLEASE MAKE SURE THAT HER ABOVE PAYMENT IS PAID IN FULL FOR THEIR SERVICE.  
Her daughter's e-mail address is annettei[redacted]@yahooo.com.  Please send confirmation of her paid in full status to Annette and me.
 
[redacted]

We have made several attempts to contact the customer to work on resolving her issues.  [redacted] in our customer service department has left a few messages to try to help resolve the issues.  We found that we have sent the customer her purchase agreement before and we can get her another...

copy.  We need to do an inspection on the system and get copies of her bills to see if we can determine what kind of savings she is getting.  As far as broken pipe I was not aware of this and we will get a crew out to fix it as soon as we get her to call back or answer our calls.  We will not be able to remove the system or refund the money as this is a contract she entered into and the work has been performed according to the contract. We stand ready to help we just need to make contact with her first.  I can report back when we get in contact with her.
Thanks, [redacted]

We sent the check out in the mail today. We apologize for the delay.  [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
When the sales person ([redacted]) came to my house he spoke with my wife and I, he specifically told us that this system would cost us nothing, that there would be no out of pocket costs and that we will be sving money.  This is not true.  We are currently paying over $100/month and [redacted] NEVER told us that we had any out of pocket expenses, in addition we are not saving the money that was shown on the worksheet.  I asked very specific questions to [redacted] and asked very pointed questions.  He showed me the bottom line where it states 0 net monthly out of pocket.  My wife and I feel decieved and mislead by [redacted].  you can look at the worksheet and saee the "savings" that [redacted] wrote down, but that is not how he expalined how he got to the 0 out of pocket.  He specifically told us that between rebates, federal, state and adair that we would not pay a dime.  He DID NOT say that the savings that you are getting is to pay for the system.  It was a bait and switch.  He had us focused on the 0 out of pocket and not how he got there. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I am not satisfied with the resolution from Adair. In this resolution there is an out of pocket cost of over 1200 dollars in interest which was not part of the initial sales agreement. I understand that I will be receiving the remainder of the tax credits in my 2014 income tax return. However this does not change the fact that interest will be charged in October to a loan I was told would be paid off before its due date with Adair's incentives and tax credits. I have worked to rectify this issue for almost 8 months with Adair have been told multiple times they were going to address the situation as I am not the only one having the issue with the tax credits. It seems that it was an empty gesture in hope that I would just go away. I am willing to work with Adair to resolve this issue, but since they have already received their payment they are apparently no longer concerned with customer satisfaction. Their sales person made false promises and I was mistaken to not do better research regarding this company. Doing so would have saved me from dealing with this issue as I would have seen that Adair makes a habit of this type of misleading business.
Regards,
[redacted]

This customer is requesting a dollar amount back we cannot possibly do.  He is asking for half of the money he invested in this project.  This is not a possibility with the argument the customer is attempting to make.  I explained the sales process we present the tax credit and rebates covering half of the system investment.  The tax credit and rebates only come back after taxes are done in 2015.  The phrases no extra money out of pocket comes after all the tax credit and rebates come back to the homeowner. This customer is claiming we told him the system would cost him nothing.  This is not true. The customer financed $14,990 at a 7.99% interest rate.  We presented a $187 monthly payment until $6990 was paid off and the payment would then drop to $98 until the $7993 amount was paid off.  They have been making a monthly payment since February.  
I know I can help this customer save 25% of the utility usage.  If we don’t save 25% in the f[redacted]t year we will pay them the cash difference in the bills and look to adding other products to help them save.  They need electrical and gas utility savings to help pay for the loan they have.  This is a major part of our presentation.  This is why we say we do not want our customers to pay any extra money out of their pocket from what they are currently spending. 
I cannot reconsider my position on a 10 year contract we are only in the 4th month of.  I think the customer is starting to regret the purchase and is using the Revdex.com to try to get their money back.  This is just not possible with the type of system they had installed.  This customer had the three day right to cancel and if they did not want to pay the total amount for the project they should have cancelled. We plan to visit this project at six months and one year to perform checkups and evaluations.  We will also come out each year for the next 10 years to make sure the systems are working according to the manufacture specifications. We are confident we can help the customer with the system if they can agree to allow us to help them.   
 
Sincerely,
[redacted]