Adair Solar

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.  The matter has been resolved to my satisfaction. I appreciate the help of the Revdex.com in resolving this issue.

 

Regards,

To Whom it May Concern:
 
I have spoken to Mrs. S[redacted]. We have agreed on 2 things to resolve this situation. It was agreed between Mrs. S[redacted] and Adair that our solar tech will come out in August 2016 and do maintenance on their solar water heater at no cost. It will be customers responsibility to call when they are ready for that service. It was further agreed between Mrs.S[redacted] and Adair to provide customer with a check for $300 in place of any further ac inspections.
At the request of Mrs.S[redacted], I have written 2 letters in reference to these agreements and await the return letters with signatures from the customer.
Thank you for your interest in this matter.
 
Sincerely,
 
Jennifer R[redacted]

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 $520 for the original contract.  I have copied my staff to prepare a check to have this issue taken care of as soon as possible. I would hope the customer would understand this was a mistake and we apologize.

Sincerely, [redacted]

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 form.
I spoke to Debbie at [redacted] on 3/4/16.  She told me they "bought" Adair's business and [redacted] 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 contacts. When I call either business # that I have it is answered as Adair, yet I was told they are now [redacted] 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 2 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 [redacted] (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 ([redacted]) our rental with the contract.   This is a pointless critique as Adair/[redacted] didn't go to either house!  This is evident as with the inspection that was supposed to take place 1/28/16.  This was a cold call from Adair / [redacted] 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 ([redacted]) when asked.  Adair or [redacted] 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 filters. I still have not received those air filters, even after reminding Adair.  It is noted on my receipt.

We received your letter in regards to [redacted] a customer of ours in Laveen.  I have reviewed our records and I do show we have not paid the rebate of $1500 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. [redacted] 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 taxes. Residential 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 $2689 from the federal and $831 from the state.  They will get $2409 next year from federal and $169 from the state. These 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 2014 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 $1500 rebate and they will have to wait for the tax credits. The customer requested $4069 and we cannot give that to them.  What we can do it get them $1500 and they will be getting the balance of $2569 at tax time from the filing of their taxes.  This will total the $4069 they are requesting. 

Sincerely, [redacted]

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.

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

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,

complaint ID#: [redacted]
I provided the...

customer with the correct information she needed to reach out to her finance company on this matter. Adair does not have access to any of the billing/statement information provided to customer by [redacted] Bank. I did reach out to [redacted] and they provided a Spanish contact for her to make it easier. As far as the misunderstanding with the 18 month period. It is not a grace period. It is 18 months with no interest added to total cost. The customer is still required to make monthly payments during this 18 month period. This 18 month period is provided by the finance company but it is deferred interest for 18 months. If the total balance is not paid by this time then the deferred interest is 26.99% on total amount. The customer did sign paperwork to that affect as well. 
I also have provide customer with copies of all the finance documents they signed in case the have misplaced their copies.
I am confident this will be all they will need to get this cleared up.
 
Sincerely,
Jennifer R[redacted]

After speaking to [redacted] our air conditioning department manager [redacted] has refunded $300 of his service agreement.  [redacted] has also decided to drop the complaint because of the miss understanding.  We would like to have the complaint removed from our Revdex.com file as we have resolved this with...

the customer.

Sincerely,

General Manager

See Attached

[redacted]: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]

I spoke to Mr. [redacted] 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.

To Whom it May Concern:
I am responding to Complaint #[redacted], Michael S[redacted].
The customer's information in The Statement of the Problem, is incorrect. Adair's phone #'s have remained the same since the company was started, as well as our company name.
We have documented 3x's...

that Debbie has tried reaching out to Mr. S[redacted]. Unfortunately, we now learn that we had the wrong phone number. Also, the address Mr. S[redacted] has listed on this complaint is not the address with the AC contract.Debbie was finally able to speak to Mr. S[redacted] on 3/4/16, using the phone number provided here. Debbie has offered to start the contract over from the beginning and requested that Mr. S[redacted] give us a chance to make up for this inconvenience.  Mr. S[redacted] is unwilling to do so.
Adair values our customer's and we certainly want our customer's to be happy with the service they receive from Adair. 
In light of the situation and Adair not having the ability to reach Mr. S[redacted], we will happily come out and service Mr. S[redacted]'s AC units as per the contract. 
Adair is unwilling to make a refund on this contract. We are very willing and able to fulfill our part of this contact and service Mr. S[redacted]'s AC units. 
Sincerely,
Jennifer R[redacted]

I have a meeting with this client 2-17-14.  This customer has been paying for this system for over six months.  I am not sure why they do not think they have to pay on the loan they agreed to.  I am sure we will be able to make this situation better after meeting with them.  As a...

note they have not followed the terms of the contract by submitting utility bills to our company.  We have no way of intelligently knowing if the bills are not decreasing as the system is designed to do.  If they are not we have a way to correct that.  I thing the customer may have not understood the tax credits they would get and how they would get them.  We have spoken to them and corresponded through email extensively. My staff has been trying to address this customers concerns but they are not understanding we are only trying to help them.  I will report back after the meeting on Monday to let the Revdex.com know the out come.Sincerely,[redacted]

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.After having my Ac Serviced by Adair Home and having to replace the unit at a cost of $7000 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 program. I still want my $700.00 dollarsback

Regards,[redacted]

We will contact this customer and meet them about this issue.  We show a month of savings over 40% and another four months saving between 18% to 30%.  We are excited about these results and will meet with the client is see why they are unhappy.Thanks, [redacted]

Mr. S[redacted] entered into this contract in January 2013. He received $1000 worth of services including: furnace clean out x2, replaced blower motor cap x2, pulled and cleaned evap coils x2, and freon for 2 units. Just these things mentioned here is a cost of $1000. He paid only $1310 for all of that plus a 5 yr PMA for 2 units.
In September of 2013, he tried to get [redacted] to reverse the charges. We have record of this happening at least 2 times. This has been an on going issue since the beginning.
Again, we stand by our first response in that Adair is unwilling to refund any of this money. We are willing and able to service Mr. S[redacted]'s 2 AC units at [redacted].
Thank you for your time and consideration in this matter.
 
Jennifer R[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]

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,

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,