American Solar & Roofing Reviews (%countItem)
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American Solar & Roofing Rating
Address: 2850 S 36th St Ste A-12, Phoenix, Arizona, United States, 85034-7239
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Started out as very professional by requiring loads of documents to use credit card and protect information.
I paid $350 for an inspection of my solar panels and was given a few photos with promises of a follow up. The follow up was a repeat of the first inspection that provided only what the system had reported along with a visual inspection.
They couldn't find a simple connectivity issue and promised several time them would get back to me and have a salesman and electrician visit to give me estimates but it never materialized after several attempts on my part to contact them.
The first inspector was also the second inspector and complained about the office doing their job.
I'm out the $350 and know no more than before.
Never use them again.
Hello Mr. Ferguson,
I have spoken with our Service Team and I apologize sincerely for the lack of communication. You did purchase your system through another company, and unfortunately the problem with your system is complicated and unique. The most effective solution would be to upgrade your system entirely, which is what our Service Technician suggested. We would be happy to communicate with you on what a solar upgrade would look like if that is something you are interested in. In our system, I do see our salesperson did attempt to contact you with no answer. I apologize again for this situation, please know we are here for you and want to fix this for you. Please give our office a call at 480-994-1440 if you are interested in the possibility of a solar upgrade.
Company non responsive. When we signed a contract we were told that the solar would be installed by April 1. Other than loan papers, had to ask four times to get copies of our contract. When I talked to them in March, the installation date was projected to be about June 1. But then I got an email from APS that indicated my solar application had been canceled. My repeated phone calls to the company have not been returned for a week.
Hello,
This matter has been resolved with the customer. Our Customer Experience Manager is in contact with Mrs. and has an estimated construction start date of 5/21/19. If there are any further questions about scheduling, contact us at ***.
Thank you!
Brittany LSales & Marketing ManagerAmerican Solar & Roofing
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
I would avoid this company. Service is deplorable. Never returns calls.
The company has lied about submitting a refund of my deposit of $3,803.82 made on August 28, 2018. Work was rescheduled at least three times and I had to go with a different company. I was told in an email on 11/1/2018 that a refund check for my deposit would be processed. After following up multiple times via phone and email, I have not received the check, even though they have claimed they would be sending it several times (on 11/1; 12/3 and 12/14). I have complete documentation of all communications and emails.
Hello,
This complaint has been handled. The refund check was sent out to *** on Friday, December 14th.
Thank you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me. The business has performed this action and, I consider this complaint resolved.
Regards
American Solar and Roofing was hired by myself and paid by my insurance company to replace my roof. My insurance company paid them in full before the project was complete. During the project, their foreman driving the forklift, drove too close to the edge of my driveway, and broke it. When he got out of the forklift, he said "Wow, must be soft under there" I provided pictures to American Solar that day. A few days later, they were removing tiles from my roof, and throwing them in a trailer in my driveway. Some of the tiles tore holes in my garage door. The construction Manager was onsite, Brad R, and he stated that they would take care of it. They have responded with an email on 11/19 accepting responsibility, and since then I haven't heard back from their company. I have made daily logged phone calls to Joy S the CEO, and she will not return calls or multiple emails. I have left numerous messages with James M, the salesman, and he will not return the calls.
Mr.
We are very sorry for the damage that occurred during your roofing project with us. As you know we are working diligently offline to get your driveway and garage door fixed as soon as possible. We will speak with our partner contractors who caused the damage to the driveway to make sure it doesn't ever happen again and we will meet with our team internally to improve our practices and communication procedures moving forward. Thank you so much for your patience in dealing with this matter. We look forward to resolving it soon.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards
I contracted with American Solar to install a solar system. The process ran smoothly in the beginning, right through the install. Then the company went dark. No communication. Waiting on inspections with no communication. System has been installed since early September and still not active at the end of November. No updates on the progress. Numerous messages never returned. I have no idea what is going on. They have their money and don't seem to care to keep me informed of the progress. Inspection was scheduled and no one showed up, no return of my calls. I don't know what is going on. I don't anticipate these issues being resolved, as I see it is a constant complaint, but I hope it is a warning to others to not do business with this company.
Mr. Hoppa,
Thank you for reaching out regarding these issues. Our team has met to discuss your install and are happy to report that we are in the final phases of permitting. Our Solar Superintendent has now installed the system tags and done a full Quality Assurance check to make sure you are good to go. The City of Tempe will be doing their final inspections on 12/14 and once they give the green light, your system will be turned on. We have been in communication about this new info with Tracy H, however we do apologize for the lack of communication in the past. We have discussed the issue at length with our team and put processes in place to make sure this does not happen again. Thank you so much for your business and we look forward to getting your system turned on so you can begin saving money on your utility bills!
Our Solar System is STILL not turned on to date! This is unacceptable and there were 3 major issues during this implementation that has now delayed our service from being activated by over 3 months now. 1. Installing the incorrect solar panel bracket mounts. 2. Installing the incorrect wiring for the electrical portion of the install. 3. No project management follow through on meeting the project milestones. Quality assurance checks were not done, follow through to ensure each step was completed and ensure the next steps were initiated.
June 25, 2018 install of panels and supporting electrical work was completed.
July 12, 2018 Electrical set up was inspected by the City and failed.
September 7, 2018 We contacted the company to ask why our panels were not turned. To find out the incorrect wiring was installed and the initial inspection failed close to a month earlier and the company did not follow through until we called.
September 13, 2018 American Solar fixed the wiring and then rescheduled inspection and passed the City inspection on 9/14/2017
October 23, 2018 no follow through by the company to update us on why our solar has not been turned on. I called APS to find out if they could give me answers, since American Solar and Roofing was not returning our calls. APS said they were waiting on American Solar and Roofing to provide the required documentation. Until they they receive the required documentation, they cannot schedule us for activation. The project timeline and our quote do not match up. The number of errors and and lack of follow through have extended the life of the project by 3 months and still going. The company has not made it a priority to correct the situations we have encountered, we paid for a service that we have not been able to exercise.
Before addressing *** we would like to address some of the points made to clarify further so all of the information is being shared between both parties: 1. Installing the incorrect solar panel bracket mounts:Our company did not install the incorrect bracket mounts as stated. When Mr. was going through the initial quote process, he was under the impression that he was receiving our upgraded Low Profile Tile Inset Mount, but the quote he received and signed was for a Standard Rack Mount. We can provide documentation of this quote that was signed if requested. Once the initial brackets were installed and he let us know it was not what he was expecting, we re-installed new Low Profile Brackets at no extra cost to the customer. This is an option that is more expensive but in an effort to take care of the customer, we waved the cost. 2. Installing the incorrect wiring for the electrical portion of the install:This was a mistake on the part of our company technicians. Although the wiring installed was not incorrect, it did not match exactly what was on the plans which caused the initial inspection not to pass. This has since been corrected at no additional cost to the customer. 3. No project management follow through on meeting the project milestones. Quality assurance checks were not done, follow through to ensure each step was completed and ensure the next steps were initiated:The initial project management team on this project went onto different companies in the middle of the project causing delays. We take full responsibility for any lack of communication that occurred during this time. However, we have documentation that a quality assurance check was done on 7/25 and documented calls and emails to *** throughout May, June and July confirming each point in the process. 4. September 13, 2018 American Solar fixed the wiring and then rescheduled inspection and passed the City inspection on 9/14/2017 October 23, 2018 no follow through by the company to update us on why our solar has not been turned on. I called APS to find out if they could give me answers, since American Solar and Roofing was not returning our calls. APS said they were waiting on American Solar and Roofing to provide the required documentation. Until they they receive the required documentation, they cannot schedule us for activation:Between the months of September and October, we were waiting on verification from APS for Meter Set. We have documentation that shows all of the required documents were loaded by us on 9/4/18 and were verified by APS on 10/30/18. This verification process typically takes 6 weeks during which we are in a waiting game with the utility. However the lack of communication from us is unacceptable and we apologize for not updating you during this time. On 10/30/18 as soon as APS sent us Meter Set Ready, we emailed and called *** to let him know that APS would be out within the following 10 business days to set the meter then we can go out and turn the system on. 5. The project timeline and our quote do not match up:Again, the customers believed that the quote they had signed was for an upgraded Low Profile Mount, when in reality what was signed was a quote for a Standard Rack Mount. When we worked to accommodate this situation providing the upgraded mounts at no additional cost, this of course pushed back the construction timeline because we had to remove the current mounts and reinstall the new ones. Another factor that affected the timeline was our reinstallation of their Critter Guard mesh fencing around their system. *** was unhappy with the initial Guard installed so we reinstalled a new one at no cost to the customer. Now to address Mr. and Mrs.:As a company who has been around since the beginning of solar in Arizona, we always strive to do what is best by our customers. We deeply apologize for the delays that were caused by our shift in Project Management and for our lack in communication during the paperwork process with APS. Regardless of construction delays, employee changes and utility red tape, the very least you deserve is to feel like you are being heard and that you are a priority as a customer. We obviously have missed the mark for you with this and will evaluate our processes internally so that we can learn from this experience and improve. Our main priority from here will be to make sure that your system gets turned on and that we are around for many years to come should you ever have any issues with your roof or your solar system. We understand that you have lost faith in our company but I hope that we can work to win it back. With that being said, in regards to your requested settlement, we are willing to provide a credit to you for the energy you have purchased for the period starting after 90 days from the date you signed your contract. Typical solar projects with APS take 90 days to complete and since your contract was signed on Jun-8, 2018, this means we should have completed your project and had APS turn it on no later than Sep-6, 2018. The bills incorporating your energy consumption after Sep-6, 2018 and up until your solar energy system is commissioned by APS will be credited to your account and applied to the final balance owed of $2,511. To complete this, once your system is turned on, we will need copies of your APS bills from Sept-6, 2018 to the date of your solar system activation. Thank you, Brittany LMarketing ManagerAmerican Solar & Roofing
After a service call on July 25 the company's service department has failed on numerous occassions to return my phone calls related to this service call. The service technician indicated that there was a board failure in our solar inverter and a replacement would be required. American Solar has failed to provide any follow up to the service call. All attempts to contact the company are directed to an automated system that supposedly records messages for real employees to return.
On 9/27, our CEO and myself (Marketing Manager) became aware of this situation. Our CEO Joy S coordinated with our Operations Manager, assigned Service Technician and Customer Experience Manager to see where the lapse in communication came from and to receive an update on the account. It ended up being a miscommunication on our side about receiving the part that was needed for the customer. Once the part was received, our Customer Experience Manager (Lori B) contacted the customer on 9/28 to schedule him for his install ASAP. We apologize for any lapse of customer service on our end and are dedicated to continuous growth and improvement.
Thank you for the opportunity to respond.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
I do believe that American Solar has acted irresponsibly in waiting 45 days to respond to the Revdex.com and to me.
Regards,
Joseph J
After having them install a solar system on my home, they offered a "referral" for pointing someone to their business. I made the mistake of taking them at their word. After they installed a $40,000 system for my neighbor, after I told her about the company, they told me that I would be getting a $350 check when the system was complete. It took them 6 months to get the system installed and running. Well after 5 phone calls over 2 months, with "I'll get this to or boss...etc." No check. Please avoid this business.
This company installed my solar panels and repaired the roof at the same time. On two occasions I have had them inspect the roof mostly for precautionary reasons. In both cases they quoted dollar amounts that either seemed out of line with the work to be done or they would not provide details to the estimate so that one could evaluate the costs. they promised on multiple occasions to provide a detailed estimate but after months of conversation they have still not done so. They simply do not live up to their promises.
Buyer Beware! This company doesn’t pay their bills!! American Solar and Roofing subcontracted with my company to relocate some native plants growing within the area of where they were installing solar panels for a large home in Scottsdale, AZ. It’s been 4.5 months and I still haven’t been paid. Just get the run around when I ask For payment. The receptionist just sends me to voicemail when I call , where I leave a message and get no return call. Email responses from Chuck (director of operations) saying your invoice has been submitted to accounting has gotten old after the 4th time! CEO Joy returned an email only when threatened to be turned in for city of Scottsdale code violation writing, “are you saying your not going to Scottsdale if I pay?” After reading other reviews they have quite a dishonest track record! If they can’t afford to pay me for my small invoice how can they be trusted with your money?!? Let me save you the head ache and enlist elsewhere for your solar and roofing needs! Now the poor home owner will have to deal with this debt as the pre lien placed before the job was finished will go into effect.
Hello ***,
I'm so sorry about this inconvenience and miscommunication on our end. The issue was brought up to our CEO and she has followed up on this matter personally. Please be assured that compensating our subcontractors is a huge priority for us and never something that we would intentionally disregard. We will stay on top of this situation and look forward to getting it resolved quickly.
American Solar installed solar at our home. They provided a referral form that would pay us $350 for any person referred that installed solar with them. We referred our friends to them and they subsequently contracted and installed solar with said company last October. We waited several weeks before contacting American Solar requesting our referral money. They agreed we were owed money and sent a check. The check was returned to us for insufficient funds. We contacted the company and they stated they were changing bank accounts and would expedite a cashiers check within a week. It has now been 3 weeks. When we call our messages are not returned and the same is now happening with emails. I have the original check as it was cashed electronically.
This issue has now been resolved.
A Cashier's Check in the amount of $400.00 was mailed on 5/10/18 which included the $350.00 referral fee and an additional $50.00 for any inconvenience or bank fees that may have incurred. American Solar & Roofing Vice President, Sean S emailed a photo of the check and information to *** on this same day.
We have experienced numerous problems with our solar system since it was installed several years ago. The power inverter has been replaced three times, and it has failed again. The company dispatched two technicians to our home and they verified that the inverter needed to be replaced. That was in early September and nothing has been done to date. The company has been repeatedly contacted, and yet nothing has been done. They don't even have the courtesy to return our phone calls. This system cost over $30,000 and has returned only a fraction of what was promised as it has been off-line for months at a time. The employees of American Solar and Roofing also need to be taught basic customer service techniques, such as returning phone calls and treating customers with respect.