Air Wind & Solar

Complaint: [redacted] I am rejecting this response because: We were contacted by Air, Wind and Solar on Tuesday, April 18, they claimed to be unaware of previous employees behavior and assured us that it would not continueAfter speaking they referred us to a different department which would return our callIt is now Friday, April 21, outside of our initial conversation we have called times and left messagesAt this point we have received no resolution Regards, [redacted]

The Customer has been informed that the Company will conduct a Service Call as soon as someone is available, in that area, as it is not a life-threatening condition The Company does not normally offer Service Calls for products that were not provided by the Company, nor Service a Used System installed by a different Company, particularly when they are not warrantied by the Company

This is the FInal Response to the Customer regarding this issue on the Better Business Website The Customer is welcome to contact Air Wind & Solar, Incdirectly via the contact information provided to the Customer As stated in the customer's Agreement, the Customer is charged by the overall DC system wattage, calculated by the number of panels, as installed, multiplied by the panels' wattage rating by the manufacturer Air Wind & Solar, Incdoes not discuss transactions with Customers involving outside suppliers, contractors, or other entities Air Wind & Solar has not misrepresented anything to the Customer At this point, Air Wind & Solar, Incfeels that further response via the Revdex.com will further aggravate a situation with the Customer while Air Wind & Solar, Incis making every effort to resolve the customer's satisfaction directly

Mr [redacted] : I apologize for this situation There was a scheduling mishap due to the fact that I have two customers with the same name A service call was performed in your name, but was conducted at the other customer's location I have contacted one of my Master Electricians, and dispatched him to your location, as provided by the Revdex.com My Master Electrician that I utilize for the highest level service calls will be contacting you via the phone number you have provided to the Revdex.com to arrange a Service Call Date and Time at the address provided to the Revdex.com I have spoken with [redacted] directly this morning and have been assured that he will be contacting you todayRespectfully, [redacted] ***Director of Compliance & TechnologyAir Wind & Solar, Inc

The Customer's response is factually incorrect While it is true that the customer has not received a refund in the sense of a check, they have received a reduction in the amount owed prior to the installation The Customer had a purchase price of $X, not including sales tax or with the rebates that were associated with the wattage of the system When the customer was invoiced, a copy of which they were provided, and will be sent to them again, the Customer was invoiced for $Y, a reduction of $to reflect the change in gross panel wattage In addition to the fact that Air Wind & Solar, Incprovided a reduction in the Purchase Price, Air Wind & Solar, Incdid not alter the price per watt cash rebate extended to the customer at the time of signing, instead offering a full cash rebate on wattage that was not installed This effectively gave them a free bonus since the system's overall gross rating was lower, but their rebate remained the sameAs my previous response stated, and showed, the Hanwha panels are a superior product based on manufacturing quality as well as CEC production The customer's claim concerning physical size has more to do with the dimensions of the aluminum frame and spacing between solar cells than it does with any production capability of the solar modules There is a percent difference in overall square footage of the panels Power production per watt favors the Hanwha Solar Module The proof is provided by the California Energy Commission based on their regimented testing procedures, not information provided by the manufacturer or Air Wind & Solar, Inc The customer was provided information to independently verify the difference in module quality by me personally The customer is correct that the Oncor Rebate was not significantly reduced, only reduced in the amount of the difference between the original over-all wattage and the as-installed wattage, as is common with any solar installation, as the Customer was made aware Air Wind & Solar, Incresponded multiple times to the Customer via telephone on options to meet their needs While Air Wind & Solar, Incwould be happy to expand their system for them, again, we could not do so under the terms they were demanding, even though Air Wind & Solar, Incadhered to the Agreement between the Customer & Air Wind & Solar, Inc., provided a purchase rebate greater than they were entitled to, and provided a superior product that provided more power per watt than the original panel and is free of manufacturing defects that were prevalent in the GCL modules

Thank you for the notification on behalf of the Customer Unfortunately, the Customer seems to have a few of the facts mistakenThe Customer's system was installed within the period of time that CPS Customers were eligible to receive a rebate from the Utility Air Wind & Solar, Incdoes not control, administer, or approve the rebates associated with CPS Energy, as stated in the Purchase Agreement that the Customer has referenced Air Wind & Solar, Inconly agreed to apply for the Rebate on the Customer's behalf, to lower the Customer's out of pocket expenses In point of fact, Air Wind & Solar, Incexperienced a significant delay and incurred a substantial expense involving the Customer's project due to the results of the initial City Inspection, performed by the City of San Antonio The Customer had previously applied for a Building Permit on 5-24-for a "detached garage/storage shed" in their back yard, specifically stating on the application that the unit would NOT be for live quarters, but for storage only The City Inspector, while visiting the site, discovered that the Customer had, in fact, constructed a detached garage apartment Furthermore, the Customer had non-permitted work done to the house itself, to include, but not limited to, a Carport/Patio Cover, which the Customer did NOT disclose to Air Wind & Solar, Incprior to commencement of the installation Air Wind & Solar, Incwas authorized by the Customer for the installation of the Solar Modules, without Air Wind & Solar's knowledge that the existing structure had not been reviewed or approved for permitting Due to the fact that the patio cover was not certified by the City, there was a concern by the City regarding the structural integrity of the non-permitted work Air Wind & Solar, Increached out to the Customer multiple times trying to address the issue in order to get the permit cleared for r***s unrelated to any work performed by or for Air Wind & Solar, Inc As the Customer had already established a past history of questionable decisions involving the City's Permitting Process, the City of San Antonio required the Customer to provide an Engineered report for the non-permitted work stating that it was structurally sound As Air Wind & Solar, Incdesired to clear the project for the Customer, Air Wind & Solar, Incretained the Services of a Site Evaluation Technician and a Structural Engineer to analyze the Structure and prepare a report that would meet the City of San Antonio's needsRegarding the expiration of the Rebate Unfortunately, due to the delays involving the Customer's existing permitting issues that were unrelated to Air Wind & Solar, Inc, by the time the permit was finally cleared after Air Wind & Solar, Incprovided all of the engineering documents, due to the Customer's previous actions, the rebate assigned to the project had expired While Air Wind & Solar, Incmade no guarantees regarding the availability or amount of the rebate, at this time, Air Wind & Solar, Inchas not enforced the requirement that the Customer remit the estimated rebate amount to Air Wind & Solar, Inc., as the Customer agreed to do so in her AgreementWhile the Customer has mentioned her desire to receive $per referred Customer, I have found no documentation within her Agreement stating that Air Wind & Solar, Inchad made that offer It's possible that the Independent Sales Contractor who brought the Customer's Agreement to Air Wind & Solar, Inc may have been offering some form of incentive, that would be between the Contractor that she purchased the Solar System through However, the Customer can submit a request to Air Wind & Solar, Incand I will see that it is addressed.Lastly, the Customer is stating that her Solar System is not functioning At this time, the Customer is significantly delinquent on monthly payments, as well as the Balloon Payment she is contractually obligated to pay While Air Wind & Solar, Incis willing to ensure that all contractual obligations are met on our end, the Customer must adhere to their requirements as well Until the Customer brings the Account into Good Standing, I am not authorized to send any technicians to the Customer's site When I have attempted to resolve the Customer's issues previously, they've either failed to answer my calls, or denied understanding English as soon as I bought up the status of their Account

[redacted] , we are scheduling someone to perform a preliminary inspection. It should occur this week or next.

We have no record of an [redacted] being a customer of ours. Please have them provide the street address so that we can determine if they are a customer.

Complaint: [redacted] I am rejecting this response because: The form referred to is one that asks us to fill out the amount of production we have each day Since June there has been no production This fact is supported by CPS energy However, my husband was in the process of putting down zero's when a representative of the company hired by Air, Wind & Solar ( [redacted] who works for Advanced Virtual Outsource) called and told my husband that we did not have to fill out the forms since they did not relate to our problem He said that he thought it was the inverter, as he had been fixing such problems for some time He said he would charge $to come to our house to evaluate the situation My husband said that he would get back to him after he talked to me I agreed so the next day my husband sent the email saying we would pay the $ We have heard nothing since then, which was at least a month ago First, we resent having to pay a company to come out to check a system that was, at the time of our complaint, still under warranty Secondly, after agreeing to pay, we still have not had anyone come out to check our system In the meantime, we are paying large electricity bills to CPS and we are paying with interest the cost of putting in a system that does not work Regards, [redacted] *** [redacted]

Complaint: [redacted] I am rejecting this response because:You are fully aware of this dispute as it has been going on for a long timeIf you need clarification you may look back on the communication for complaint ID [redacted] .We were contacted by Air, Wind and Solar on Tuesday, April 18, they claimed to be unaware of previous employees behavior and assured us that it would not continueAfter speaking they referred us to a different department which would return our callIt is now Friday, April 21, outside of our initial conversation we have called times and left messagesAt this point we have received no resolution.Regards, [redacted] ***

Please see below for Air Wind & Solar, Inc.'s Response:Air Wind & Solar, Inchas been very up-front about the project for the Customer The customer's installation has been delayed by two factors 1) Gaining approval for installation of the Solar System on the Customer's Utility's Grid & 2) Gaining approval from the Customer's Municipality for the installation Until the Utility approves the installation, as designed, Air Wind & Solar, Inccan not move forward with acquiring the permits required for the installation, in case the Utility requires a design change Once the Installation was approved by the Utility, Air Wind & Solar, Incapplied for the permits for the Customer's Detached, Elevated Ground Mounted Solar System Unfortunately, there was some issues with the permitting process, through no fault on Air Wind & Solar, Inc.'s side The Municipality was unsure of the correct Permitting Class for the ProjectOne of our Project Managers has been working daily with the Municipality to resolve the issues on their end, but it has caused a delay In an effort to rectify the delay for the Customer, Air Wind & Solar, Inchas assigned priority to his installation and attached a Project Manager to oversee the installation in detail.The Customer will be contacted directly by his Project Manager who is personally overseeing the installation about the installation date Furthermore, Air Wind & Solar, Incis addressing the Dec3rd deadline with the Utility in order to assure that the Customer does not lose any rebate money It is true that we strive to have an install completed no later than days from the time of contracting However, there are aspects that are dependent on third party time frames, Utility Approval & Municipal Approval being one of them, that can cause a project to go over a day period

Complaint: [redacted] I am rejecting this response because:We disagree that this is a non life threatening caseUpon inspection we found that there is exposed ground wires and exposed live electric on the panelsAlso the fasteners that were used do not appear to be adequate for holding the panels to the roofIt is our fear and the homeowner's fear that the panels could fly off with any amount of high wind, potentially causing serious injury or deathWe would like a call from Air wind and Solar to set up a specific time to come out and properly install these panelsOur phone numbers are [redacted] and [redacted] .Regards, [redacted] ***

Air Wind & Solar, Incis making the final response While Air Wind & Solar, Incdoes not release customer purchase information, and request that any invoices not be posted to the Revdex.com website, the customer's information shows exactly what Air Wind & Solar, Inchas maintained The Customer has not been charged for the wattage that was not installed On the first line, the Solar System's price is listed On the older invoice, if you subtract the amount that Air Wind & Solar, Incstated previously as the difference between the Old System Size and the As-Installed System Size, you'll see they did in fact receive the reduction Second, the customer seems to be focused on availability Availability includes, but is not limited to, on hand or deliverable status as well as quality and serviceability As has been stated, to the customer, the product that was originally listed in the Agreement did not meet the installation requirements of Air Wind & Solar, Incdue to manufacturing defects The Original Manufacturer could not provide replacement modules from a different batch within a reasonable time frame due to the over-seas shipment Even then, they could not guarantee the quality of the product to exceed what Air Wind & Solar, Inchad already received Regarding the Sub-Contractor that the Customer has referenced, Air Wind & Solar, Incdoes not discuss Agreements between Sub-Contractors and Customers, nor with the public Air Wind & Solar, Inchas never claimed there was not a rebate incentive for the Customer When Air Wind & Solar, Inchas received the Rebate, it will be applied to the Customer's Invoice This is the Final Response from Air Wind & Solar, Inc At this time, Air Wind & Solar, Incis trying to resolve the issues to the Customer's Satisfaction and at this time, responses to this complaint online is not assisting in coming to a resolution The Customer is encouraged to communicate directly with their Project Manager at Air Wind & Solar, Inc

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.Air Wind Solar is stating that the panels are 215.9W per panel According to the contract, Air Wind & Solar Incagrees to sell and install a solar generation system as defined below, at the property location indicated above; the customer agrees to purchase such system under the terms herein defined.System Description: [kW Grid Tied, Roof Mounted Solar System],But the 215.9W per panel (as furnished by Daryl Eason, Air Wind Solar in the previous response) x panels is kW Significantly below the 10.045kW system specified in the contract.According to the availability clause, "Due to recent market volatility photovoltaic module availability can fluctuate" Air Wind Solar needs to provide proof that as of 12/29/2014, the GCL-Poly Energy panels were unavailable, else the availability clause cannot be invoked I checked their availability on 12/before we mailed the check with the invoice of that date and they are $each quantity So the availability clause does not apply.As Air Wind Solar is attempting to charge an additional $8150, Air Wind Solar needs to provide proof that Oncor is not going to pay an incentive rebate See the attached Oncor agreement for details[Lamb (15SPVRES - - 36792)]Air Wind Solar must also provide proof that they paid Afforda Solar for the installation [redacted] of Afforda Solar stated that Air Wind Solar did a charge back and pulled back the money initially paid by credit card from Air Wind Solar to Afforda Solar.Air Wind Solar misrepresented themselves to us as an Oncor approved supplier of solar panels eligible for participation in the rebate program.What is clear is a pattern of misrepresentation and pettiness over a handful of wattsAt the time of installation, the Hanwha panels had already been discontinued, so an upgrade to an available 245W or higher panel would have made a satisfied customer.Air Wind Solar did not even install the solar panel monitoring system listed in the contract I had to install it Regards, [redacted] ***