FAFCO, Inc.

Review: Fafco has failed to respond and provide service warranty for my solar pool heater panels.

I contacted Fafco on June 10 to complain about the leaky panels on my roof. I spoke with [redacted] and she explained that they did not have a current service provider in my area at the time but that they did have a contractor who would service the panels. She said that the panels included labor and parts under warranty but since it was not one of there regular dealers it would need approval from a manager. The contractor came out assets the problem collected the serial numbers from the panels and confirmed that it was under warranty. However, after trying for several weeks, every time I called, [redacted] would give me a new accuse that they are waiting on the manager. In addition, I left a message for the manager (2 weeks ago) and he has not called me back. I wrote my complaint on there web-site form and someone did respond saying that the panels were shipped to the contractor, however, the contractor will not do the work unless they have confirmation for payment. After responding to [redacted] (the person whom responded by email) asking why they have not come out to replace the panels, she has since stopped responding.Desired Settlement: I would like that they stopped making excusses and honor there parts and labor warranty. I would like that they contact me and get these panels replaced before the pool chemicals leaking from there defective panels cause damage to my roof.

Business

Response:

Business' Initial Response

As requested, the collectors were replaced at no charge to the homeowner.

Consumer's Final Response

This issue is not closed. They have not contacted me to make any repairs to the damage that they caused. I just received an estimate to fix the roof and they are charging me $2980.00 + tax to return the roof to its original condition.

Business' Final Response

Although FAFCO's warranty explicitly states that subsequent and consequential damage is not covered, we have made arrangements with [redacted] to inspect the gutter and if necessary make necessary repairs.

Business

Response:

As requested, the collectors were replaced at no charge to the homeowner.

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

Altough, they finally came out and fullfield their warranty obligations additional damage was found due to the chemicals leaking out of the solor panels and on to the roof. It was found that the drip edge and also the rain gutter has completely rusted through. These parts have rusted and will need to replaced because of the defective nature of their solar panels. I have sent them several pictures displaying the damage and are now waiting for them to respond.

Business

Response:

Although FAFCO's warranty explicitly states that subsequent and consequential damage is not covered, we have made arrangements with [redacted] to inspect the gutter and if necessary make necessary repairs.

Consumer

Response:

This issue is not closed. They have not contacted me to make any repairs to the damage that they caused. I just received an estimate to fix the roof and they are charging me $2980.00 + tax to return the roof to its original condition.

Consumer

Response:

Consumer states that he has received payment for the damages incurred by the business product and is satisfied with the resolution.

In 2003 we Purchased 18 4x8 FAFCO High Efficiency Solar Pool Collectors for $7,600.00 with a 2HP under a 15 year warranty.
11 panels are leaking FAFCO states to us the installer was not an authorized dealer (they were at the time and it says so all over our original paperwork) and believe they installed the system incorrectly. Therefore, FAFCO will not honor the replacement of the leaking 11 panels. Rather they want us to replace the entire system on our dime using their "new" products and another installer.

Review: we purchased a house with a solar water heater

THE warranty on the solar heater is 12years the company in formed us after looking at the heater there is a problem with 3 panels the cost per panel is $300 and if want the problem fixed we have to pay for it .the reason is the warranty is void after the house is sold no matter if it is only 1 year old .

THE HOUSE ADDRESS WHERE I HAVE THE PROPLEM IS

[redacted]Desired Settlement: JUST FIX THE PANEL

Business

Response:

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.

Consumer

Response:

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.

Review: To start with I purchased a Solar Water Heater back in June of 2011 from a contractor for FAFCO with warranty info stating ( FAFCO system kit components are warranted for 5 years if installed in Arizona). Feb of this year my unit quit working and I called FAFCO to have someone come out and repair the system. They referred me to ([redacted]) a contractor out of Phoenix authorized by them to repair the unit. The contractor told me the circulation module was bad and had to be replaced. This part cost me $1457.63 plus labor and travel expenses from Phoenix.They insisted the part only has a 1 year warranty and told me to contact FAFCO if I had any questions about the warranty.I have been calling and E-Mailing FAFCO in Chico,CA every since.They very rarely answer the phone or return my calls when I leave messages.I have faxed them a copy of my warranty and I was told they would look into it.The last time I was able to make contact with anyone was 5/01/15.It seems like they are not going to resolve this issue.There customer service is very poor. I just want to be reimbursed for the part that should be covered by the warranty. I'm tired of sending E-Mails and making phone calls with no response.Desired Settlement: Reimbursement of $1457.63 for the recirculation module I paid for out of pocket

Business

Response:

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.

Consumer

Response:

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

Review: Fafco will not honor their 12 year warranty on the solar panel I purchased last year.

We purchased a new solar panel serial#XXXXXXA1B through [redacted] here in Spokane 6-5-12. We started using it in July 2012 and when we opened the pool this spring it was working fine. We turned the panels off in the beginning of June due to a wet weather we had for a few days. We turned the panels back on and this one was leaking. My husband got on the roof and had to unhook all three straps and found 18-20 small pin holes all across the back in a straight line. I called [redacted] and was told to contact [redacted] with Fafco.

I contacted [redacted] who asked me to send him several pictures of the panel which I did. His response was that the serial number I gave him was from 2006 and I would need to contact [redacted] about it. [redacted] at [redacted] said he has no idea how we got a solar panel from 2006 from them last year, but he would try to help us. I contacted [redacted] from Fafco multiple times and he gave me one excuse after another and the final verdict was that he did not feel it was not a failure of the material and he would not honor the warranty. All these wholes in a straight line signal to me its a material issue! I went back to Pool World and he said the Fafco will not honor the warranty and their hands are tied. However, they would give us plugs for all the holes or we could buy another one at their cost of $185. Well I already paid $350 for the last panel and putting all those plugs in it is no help to the efficacy of the panel, plus I'm not paying $535 to get one panel that works. We have purchased other panels in the past from them and have not had any problems, but this one time and they don't hold up their warranty at all.. What's the use in even having a warranty if you don't plan on using it, false advertising.. We should not have to buy another panel nor fill it with plugs, it should be REPLACED with a new one.. I will never deal with Fafco again and I would like my money back or a new panel!Desired Settlement: I would like our Fafco 4'x 10' solar panel replaced with a new one!

Business

Response:

Initial Business Response

FAFCO contacted Ms. [redacted] and is sending out a new collector right away. We stand by our warranty and apologize for any grief caused.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I accept their response of sending us a new solar panel, which should have happened in the first place due to their warranty. I should receive the new one this week..

Review: We purchased a solar pool heating system through a dealer in 2012. The system includes FAFCO solar panels. The solar panels are under warranty for twelve years. The warranty states: Labor for repair or replacement of parts is included at FAFCO's established rate.

One of the solar panels is currently leaking water. FAFCO hires out Solar Unlimited to service the solar panels in our area. Solar Unlimited charges $120 as a service fee to come out and locate the leak in the solar panel. FAFCO will not pay the $120 service fee.

I believe it is fraud because FAFCO knew when they issued me the warranty that they would use a third party to service their warranty and that that third party charges additional fees on top of the labor which they said was included in their warranty.

As a consumer I could not have anticipated there would be additional fees charged besides what is covered under the warranty. Thus I believe FAFCO fraudulently induced me to purchase their solar panels because I erroneously believed labor charges would be covered under their twelve year warranty.Desired Settlement: I would like FAFCO to honor their warranty and pay the labor charges for repairing or replacing the leaking solar panel. Which labor includes the third party service fee of $120.

Business

Response:

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

Review: I purchased and array of solar pool panels thru my pool contractor in 2007. The contractor sold his business two years later and there were a couple of things that the new owners said I would have to deal directly with manufacturers on. The solar panels that arrived had leaks the initial time of installation and were repaired on site by the contractor. Each year after that at pool start up, the panels would show more cracks and leaks leading to repairs by me. I was told by the pool company that these were not warranted however, further investigation shows that this product has a 12 year "worry free" warranty. I have tried to contact the company thru their website as well as left messages on their company line. No warranty instructions are listed in their information or on their website only that there is a warranty and to go thru the installer or contact them if I was unable. I have tried six separate times over the past two years with no response. I am anticipating further issues as the panels leaked extensively at the end of summer.Desired Settlement: I would like to see the product replaced as it has been entirely troublesome and they provide for a ten year warranty that I have been unable to have someone discuss with me or take advantage of.

Business

Response:

It is unclear to what "worry free" warranty Mr. [redacted] is referring. Attached please find the product warranty that was effect in 2007.

Review: I purchased a solar water heater in 2011 from [redacted] who is no longer in business. They turned their warranties over to [redacted] who agreed to make repairs.

The heater never worked properly. [redacted] and Hybrid both had sent repairmen out along with other plumbers that they recommended. The heater would work for a couple of weeks and then the screen would begin flashing FLO. I have contacted both FAFCO and [redacted] on numerous occasions. Now that the warranty has expired no one will repair this unless I pay the cost.

The problems existed during the warranty and still exists. A piece of paper should not determine that it is no longer "their problem" when it never worked properly.

FAFCO doesn't stand behind it product and I am frankly amazed how little anyone cares.

FAFCO is in Chico, California and I believe Hybrid has an Arizona office.

Is there anything you can do to help be get this repaired for good or replaced?

Arizona utilities are wasting their money in rebates when these don't work and that's too bad.Desired Settlement: See complaint description.

Business

Response:

Please accept this letter as our official response to the complaint filed by [redacted] against FAFCO, Inc and [redacted]. FAFCO, Inc. is a California based manufacture of solar water heater systems that are installed through a network of State Certified contractors.

[redacted] is the contractor who originally sold and installed the system for Ms. [redacted] in 2011. Besides purchasing equipment through 2012, [redacted] is not affiliated in anyway with FAFCO. Also, [redacted] was not involved in the original sale or installation of the system.

We spoke directly to Ms. [redacted] about how to resolve the situation to her satisfaction. She requested the removal of the original system installed by [redacted], the re-installation of a new system of [redacted] and the re-setting of her warranty coverage to the date of the replacement system installation.

As requested, the old system was removed, a new system installed and the warranty coverage was reinstated on 8/7/2014 at no charge to Ms. [redacted].

Attached please find an email acknowledging the completion of the work. At this time both FAFCO, Inc. and [redacted] consider the matter fully resolved and would appreciate a copy of the final report of your investigation.

Sincerely,

VP Finance

Consumer

Response:

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

They were co-operative and I have the new replacement. This probably would not have happened without you interceding.

Thank you.