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FAFCO, Inc.

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Reviews FAFCO, Inc.

FAFCO, Inc. Reviews (28)

Purchased solar heating system in 2011 with a 12 year warranty. System starting leaking and called the original installer. They said they have had so many problems with Fafco products that they have dropped them and I have to go directly to the company for service. Called company twice and left messages with no response, meanwhile losing water on my roof. Very dissatisfied to say the least.

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I have been trying for weeks now to get someone to call me back about some warranty concerns with my pool solar panels. they were installed in2012 and have been having leaks every two weeks. I have had people here 8 times in the last 3 months and currently need them to return once again. Very dissatisfied to say the least.

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Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

We regret that Mr*** is having trouble with his system We strongly object to his assertion that we are not honoring our warranty At this point, his warranty provides coverage for defects in materials or workmanship in the panels only and it is unclear what is causing the
problem with his system In order to move forward and resolve this issue, we have decided to cover the cost of the system inspection in the event that there is a defect in materials or workmanship in the panels when our dealer inspects the system If the dealer does not find a defect in materials or workmanship in the panels during his inspection, we expect Mr*** to cover both the cost of the inspection as well as the repair In an effort to reduce costs, we will instruct the dealer to take replacement panels with him during his inspection and if possible inspect and repair the system in one visit.If Mr*** agrees with this approach, we will send parts to our dealer and our dealer will schedule the inspection.Regards*** ***

One of our customer care representatives spoke with Mr*** this morning and put him in touch with our local service representative

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
I thank you for your rapid reply to my complaint The panels have at least one leak, therefore there is no question to there being a defect.Any action will have to take after January as we will be out of town over the holidays I suspect that it would take that long anyway Again, many thanks

We are continuing to work with [redacted] to resolve this issue.  They've scheduled a service call with this customer for February 27th.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is...

satisfactory to me.
Sorry for the delay in responding to your 2 emails.The reason being that I was waiting to get my panels replaced which occurred  less than an hour earlier today.  Yes I had been promised relief on 27 Feb, but there was a no show; again on 5 Mar and again a no show; finally today!!!Thanks for your support, without which I would be still waiting.

We are in contact with homeowner and trying to resolve their issue.  We need information from the customer to process the claim including original contact and proof of purchase.  When the information is provided, we will be able to determine coverage for the customer and find a service...

provider to resolve their issue.

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Thanks for the assistance!

We are going to take one more run at this next week.  Stay tuned to hear what happens…. Regards,[redacted]
*
[redacted]President and CEO

I WANT TO THANK THE Revdex.com. OF NORTHEAST CALIFORNIA.  I GUESS THERE IS NOTHING I CAN DO ABOUT A COMPANY THAT DOES NOT STAND BEHIND THEIR PRODUCT.
 
I WILL NOTIFY THE [redacted], THAT THE HOME OWNER HAVING A FAFCO PRODUCT ON THE ROOF, NOTIFY THE NEW BUYER  THAT THE PRODUCT WARRENTY DOES NOT TRANFER TO THE NEW BUYER.

The scope of FAFCO's product warranty is defined in the published warranty document.  A copy is attached.
"SCOPE OF COVERAGE - This warranty applies only to new swimming pool solar collectors manufactured by FAFCO and
installed on premises owned by the original consumer buyer. The...

warranty is extended to the original
consumer buyer and premises on which the collectors were initially installed."
Unfortunately, Mr. [redacted] is not the "original consumer buyer" of the system and as such is not covered under the product warranty.
It seems the contractor quote for repairing the system is fair and reasonable.  Although we understand the homeowner would like FAFCO to absorb this cost, we cannot assume financial responsibility for work done beyond the scope of our written product warranty.

I am rejecting this response because:fafco has not offered any solution. They send the local company out to check the system when it had just been corrected thirty days before. The dates where I had to have service due to the system failing are: installed on 4/26/14----service on 9/16/14, 2/19/15, 9/1/15, 3/19/16, 8/23/16. So service has had to occur every 5 to 7 months. They have not offered to do anything to satisfy me, the custimer, they just say the system is working but a $125 service call multiple times a year is not a working system. [redacted], the company that installed it, say it does not hold up and they do not recommend the unit. In this email I say I reject the response because FAFCO does not take any resonsibilty for any of this. I would be more than happy to say this has been resolved to my satisfaction if they take some responsibility, thank you

We regret that Mr. [redacted] has not had a great service experience with Florida Solar East. Our VP of Operations, [redacted] spoke to Mr. [redacted] on June 1, 2017. She affirmed that FAFCO is honoring its warranty and confirmed the size of the panel that needs to be replaced. Mr. [redacted]...

informed [redacted] that Florida Solar East agreed to schedule and install the panel if FAFCO would ship it to him direct. Ms. [redacted] agreed to ship the panel direct to Mr. [redacted].

If this will fully settle the complaint, FAFCO will issue the homeowner a check for $1,457.63.  It needs to be understood the product warranty is outlined in the attached document.  The product warranty which the homeowner has based this claim was sent to him in error by one of our...

customer service representatives.  Any future issues will need to be governed by the valid and accurate warranty document that is actually associated with this product.

We regret that this customer has not had a great experience with our solar water heating system.  While the system was designed for minimal maintenance, maintenance of the system is required at times and should be periodically expected by the customer.  To help resolve this customer’s...

complaint, our authorized installer is going to perform one more no charge service call and ensure the system is in proper working order.

I am rejecting this response because:I have been contacted by the local installer and they will come out next Tuesday. That does not resolve the problem. the company just came out onJuly 19th due to this continued problem and yet again worked on the unit to bring it back in working condition  so at the moment the system is running but I know this same issue will happen again. Fafco wants to send someone out to say that everything is fine when it is not and the [redacted] company owner has also indicated in a conversation over the phone with me that this unit does not hold up in Arizona environment.so to check the unit and say it is running fine may make Fafco feel like they have no responsibility. Where has customer service gone? Companies used to stand behind their product and realize when it wasn't right and exchange it or updated or whatever was needed. Fafco does not want to accept any responsibility in this.  I would like Fafco to step up and actually do something to make this right.

We contacted the dealer who installed her system and believe her situation will be completely remedied by Saturday, 3/19/16.  FAFCO Inc. always honors its warranty

I want you to be aware of what I was caught by with the Fafco warranty. The sales guy was quick to point out the 20 year parts and labor warranty on the panels. I thought that was good, but I questioned him. He informed me that if the panels failed within the first twenty years, they would fix it. Awesome right? Well the panels and the pipes are not one in the same. The piping has a two year warranty. The piping failed for my application after two years...oops $$. The panels themselves have failed three (3) times. Each time they have been fixed by a local company that Fafco chose (not my choice because I called my preferred company, and Fafco will not sell them the $8 part for the repair). So the company comes out and fixes the panels each time, but I get charged a service call of $95. The first two times this happened, this was the only charge on my bill. I contested it but the company informed me that I don't have to pay the labor or part but I do have to cover the trip out. I paid and let it go. The third time this happened was just recently, and the tech wrote the service call, part, and labor charge on the bill, but he scribbled out the labor and part charges. I could still read them. $8 for the part and $20 for labor...oh, and the $95 service call charge which I was responsible for. I called Fafco to make sure the company was not charging me and them for additional labor. Nope..Fafco informed me that the service charge was my responsibility. You decide for yourself, but I want to make sure you are aware of the whole truth behind Fafco's warranty that you will end up paying most of with your hard earned money.

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Description: Solar Energy System Design & Installation, Solar Energy Equipment & Systems Manufacturing & Distribution, Swimming Pool Contractors, Dealers, Design, Swimming Pools - Maintenance

Address: 435 Otterson Dr, Chico, California, United States, 95928-8207

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