Pure Energy

The salesperson lied to us to make the sale. He told us buying their whole house solar system would give us a zero SRP bill each month, (except for 2 months but the SRP bill would never be more than $20 for those 2 months) and all we would have to pay would be the solar panel loan payment which would have been a $70 month savings for us.
Twice that night, I repeated back to the salesperson the above statement to verify that I understood it correctly, and twice he said yes. Both my wife and I heard it loud and clear. TWICE.
Well, that dishonest salesperson slid over a stack of papers for my wife to sign (house is in her name) while she was on the phone with the loan company to finalize the financing. What we didn't know was that in that stack of papers was one that contradicted the savings he verbally told us about. Had he told us those real numbers we would have sent him out the door.
Those panels do not save us $70 a month, in fact, our SRP bill combined with our solar panel loan payment costs us an average of $60 MORE a month!
I have tried to talk to Pure Energy about the salesperson's tactics and they have done nothing to compensate us for the misrepresentation. Twice they said they would call me back and didn't. I had to follow up with them. I even filed a report with the Revdex.com but the Revdex.com said since we signed a contract that had the real numbers there was nothing they could do.
Also, Pure Energy does not do the install. They sub contract it out to [redacted] (who did a fantastic job). After I found out the panels were not producing as we were sold, I called [redacted] thinking the panels were defective and they told me there was no way a 3K system would ever produce what the salesperson told us. [redacted] said for all of their sales, they produce a very detailed report to their prospective customers of what the panels will save/cost the customer so that there are no surprises.
So, if you are serious in installing a whole house system, I would recommend you contact [redacted] directly, and cut out the middle man, especially if it is Pure Energy.
I would not recommend Pure Energy to anyone. Also, read everything you sign, even if it means waiting until you are off the phone.

We recently had a Solar PhotoVoltaic (PV) system installed in our home and so far we couldn’t be happier! The Pure Energy service has been great and the planners and installers were professional and helpful. Pure Energy, designed the system, filed the permits and worked with our home owner association. Frankly they took care of all the difficult stuff and the whole process was made about as easy as could be. The Solar PV array system looks great and we cannot wait to be generating our own electricity. As summer approaches, we are excited to see the savings. – [redacted] & [redacted], Chandler AZ

We loved our experience with Pure Energy! We would recommend their company time and time again. We love knowing that we're saving money on our electrical bill, building equity in our home, and living a little greener. They took care of all the details in the whole process of installation and everyone was friendly and helpful along the way. I would definitely recommend Pure Energy to anyone looking into solar panels for their home.

Review: They installed a solar heater and failed to properly seal with proper roof jacks causing damage to my roof because of water leaking where they had drilled through my roof.Desired Settlement: pay cost of roof repairs

Business

Response:

On April 7th we received a call from Mr. [redacted] reporting a leak in his roof. We notified Mr. [redacted] we would be out next day to take a look and make any repairs necessary. We sent [redacted] our Technician manager to take a look Tuesday April 8th and he found the customers roofing company had already tore the roof off and they were re-roofing part of the home. Mr. [redacted] said the roofing company had reported at least part of his roofing issues were related to the solar installation penetrations. We had asked Mr. [redacted] if the roofing company had in fact gone in the attic to inspect this claim and he had said no.

[redacted] went about investigating the installation however the new roofing repairs were nearly complete so he could not see evidence of a problem from the rooftop, while on site [redacted] took multiple images off the 4 roofing penetrations we had made from the inside of the attic. As you can see on the attached images, there is absolutely ZERO indication of water damage or a leak from our penetrations. [redacted] also asked Mr. [redacted] why he had allowed the new roofing company to start the repair work before we were presented with the opportunity to inspect the claimed leaks. Mr. [redacted] was unable to provide [redacted] with an answer to this question.

Pure Energy will not be covering the cost of $7900.00, an outrageous price given by the roofing company to make repairs to the roof, that we were unable to verify or even inspect before they had torn the entire roof away. We responded to Mr. [redacted] immediately and were at the residence within 24 hours of the original time the issue was brought to our attention. We would have gladly made any necessary repairs needed related to the 4 holes drilled in his roof for our solar water heater.

Please let the record indicate that our installation took place in 2/22/13 and passed all city and utility inspections, which we can provide documented proof of. We had not heard of any issues or complaints related to the matter from Mr. [redacted] until his phone call on April 7th 2014. After receiving the first phone call, we immediately went to his home to inspect and were astounded to find his roof already removed by a third party company, which made the claims that the repairs were in need. We were not presented with a fair opportunity to inspect, as and repair the claim before the repairs were already being done.

Referencing [redacted] warranty requirements and state law, the minute Mr. [redacted] allowed another contractor to remove roofing and alter our installation Mr. [redacted] transferred liability from Pure Energy to his new roofing contractor. [redacted] regulations state that a contractor is allowed to inspect and is given the fair opportunity to repair any work before the customer is allow the hiring of a third party contractor to make such repairs. Despite a quick 24 hour turn around, Pure Energy was given no such opportunity.

The cost associated with Mr. [redacted] decisions to act immediately and without our prior inspection will be his responsibility. It is unfortunate because a typical roofing repair related to a leak from a solar water heater is a small repair. As you can see from attached images we only drill 4 - ½” holes in the roof, it is very rare that they leak and a fix is going to range from $100-$400 worst case, including materials and labor. The $7,900.00 his current roofer has asked for is certainly not, and cannot be solely related to our solar installation.

Please close and remove this unreasonable complaint from our record.

Thank you

Pure Energy

Consumer

Response:

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 Had Pure Energy to repair a leak in October of 2013. They supposedly fixed the leak, but the next big rain it still leaked, so I called a roofing company to fix the leak. I will drop the complaint if Pure Energy will pay one half of the repair cost. that would be $ 3950.00

Regards,

Business

Response:

Hello Revdex.com,

Please again reference our previous response to Mr. [redacted]'s outlandish request. We have been more than accommodating and were never given the opportunity to fairly access the leak before his hired roofer had torn the roof apart. The repair claimed to be needed would not have exceeded a cost of $200.00-$300.00 including travel and materials.

Mr. [redacted] has either been taken advantage off by his roofer or is attempting to place the burden of a roof repair that is unrelated to our panel installation on Pure Energy. In either case we are in no way responsible for the cost of the repair. Please see attached images we have taken at the time of the inspection when the roofer had already begun to remove the roof. You will see that we have only drilled 4 small holes in the roof for our panel and clearly there is no water damage present from the attic interior. (If this compliant is to be made public please by all means share the images with the public as well so they can see how ridiculous Mr. [redacted]’s claims are that our installation caused over $7000 in damage to his roof.)

We are sorry Mr. [redacted] did not wait for us before deciding to allow the roofer to begin the work. We would have gladly inspected the area and if service was in need we would have repaired it at no cost to him. The $7,000.00 bill from his roofer was his choice and the cost will be his responsibility.

Thank you for removing this complaint from our records in advance.

Pure Energy.

I really enjoyed my experience with Pure Energy. They were courteous and efficient. We started working with Pure Energy in December. They took care of all the paper work for SRP, the government, the HOA and the city of Chandler. About once a month Pure Energy would call us to give us an update on their progress. The installation went extremely easy in March. It took about two days. They even painted the pipe they put up to connect the solar panels to the meters so it blended into the house. They went over how to read the meters before they left. By the next day the city of Chandler was checking their work and approved it. Can’t wait to see the savings roll in.

Pure Energy and Sun Valley Solar have done a remarkable job in organizing and producing a turn key solar production system with no stress. All personnel involved in our purchase and install were professional and knowledgeable of their product. Pure Energy took the lead in all approvals through HOA, Gilbert and SRP. Then Sun Valley Solar took over for the install. Both entities performed under great professionalism and went out of their way to ensure satisfaction. I recommend these companies to anyone interested in taking a step into self sufficiency.

Let me start by saying that I am as tough as they come in terms of getting a business to satisfy me as a customer. It seems that no business these days can do anything right the 1st time and forget about receiving good customer service as that is long gone. Well I am here to tell you that Pure Energy exceeded every single expectation that I had not only for this solar system project but for just about any purchase I have had in the last 5 - 10 years. From the sales process, right up to the final installation and turn over of the system to me it was a 10 out of 10 experience. Yes there were small issues along the way but how can there not be on such a large project but how the team at Pure Energy resolved those issues made it feel like they never even existed and turned them into almost a pleasant experience. During the project, the people we encountered both from Pure Energy and their subcontractors were unbelievably friendly, polite, respectful, helpful, knowledgable, and trustworthy. I also loved the fact that when they did not know something they said they did not know and would get back to me with the answer, which they did every time. The actual installation work was done to perfection. Not sure what else I can say other than if you are going to get a solar system put on your house I would not hesitate for a second to go with Pure Energy. Again this is the best large purchase experience I have had in years. I only wish other companies valued and provided the outstanding level of customer service and quality product and workmanship that Pure Energy delivered on my solar project. Thank you Pure Energy team for a job well done.

We had the salesman in our home is discuss possibly installing solar, but before we could continue he wanted to run our credit to make sure we qualified. We decided not to go with solar at that time. A couple months later while trying to refinance our home the mortgage company discovered we had a line of credit for solar panels! I find it unethical for a company to say they're just checking our credit when behind our backs they're having a line of credit opened up! We never received any paperwork stating that had been done by PureSolar or the credit company they were using.

We had a young man come to our door and give us a pitch about this company and we made an appointment for another individual to come to our home and give us more information. We set up a time and date, talked to someone over the phone and were given a confirmation number. At the appointed time and date no one showed. There was no phone call cancelling the appointment. One week later we still have heard nothing from them.
No way would I do business with a company acting in this manor.

Review: I was sold a PV Grid Tied Solar system and Solar water heater. It was advertised that the PV system would cover 30% of our electric and the Solar Water Heater would cover 30% of our electricity usage. We also purchased the added blow in insulation to add to the electric savings. Over the last year and a half the system uses more electricity than we used in the previous year 50% of the time. We have had to have the water heater serviced in the first 6 months and parts replaced. Since then we have made numerous requests to have the system checked out and nothing changes. We have have attempted to contact the company over a dozen times in the last 2 months with no response. The system is faulty or the sold something they could not provide.Desired Settlement: I would like to have the entire system refunded, or made to work as advertised.

Business

Response:

We are proud of our workmanship and we do stand by our products. We are an extremely highly regulated business and all of our products are inspected by third parties and have extensive warranties. We are currently in contact with our client and scheduled system inspections. We will provide a further response once we have made a resolution.

Consumer

Response:

It has not been resolved yet. I am in contact with the business but there is still a lack of commitment to make sure the system is fully functioning. Numbers quoted by business do not match what was actually promised or delivered.

Business

Response:

We have performed a site visit and a full system performance. After assessing client concerns, we have offered a remedy to the situation that was met with client approval. We will continue to monitor the customers production numbers to ensure the high level of service we strive to deliver.

My wife & I are pleased to recommend Pure Energy and Sun Valley Solar Solutions for anyone
contemplating utilizing solar energy for the three hundred plus days of sunlight here in the
Phoenix area. Pure Energy and Sun Valley Solar Solutions has met all of our expectations to help us
with our solar energy decision to “Go Green’. Pure Energy & Sun Valley Solar Solutions
professionals did the following for us:
1. Walked us through the weatherization of our home to make it more energy efficient.
2. Provided us with our energy cost savings by installing solar energy panels and also increasing
our home value by going green.
3. Provided us with the Federal and State tax credits as well as our utility rebate incentive to
go green along with the Statement of Certification if needed by the Federal or State Tax offices.
4. Provided us with the proper forms for our home owners association’s approval for the
architectural installation of the solar panels.
5. Provided us with a solar site plan drawings of the where the solar photovoltaic panels will be
installed along with the inverter & all of the necessary electrical panel tied into our SRP
electrical provider’s meter. All of this is required for the permitting of the project.
6. Helped us get the proper financing for the complete solar panel installation cost.
7. Provided us with the warranties for all of the solar equipment to be installed.
8. Installation went as scheduled with no problems or concerns. Sun Valley Solar Solutions
preformed a complete professional installation along with the explanation of the working of the
Inverter & system.
Please note that we will own all of this equipment and will not have to lease any of it as some
other solar companies require.
I tell my wife: “Pure Energy” provided us with “Pure Solar” through “Pure Science” which adds up to
“Pure Common Sense” to “Go Green”. Thank you Pure Energy and Sun Valley Solar Solutions for your
professionalism that allows the sun to provide us with most of our future energy needs.
Please do not hesitate to contact us if you have any questions. Signed & Dated this March 11,
2014.

Every one that we dealt with at Pure Energy was friendly and professional. They did everything that they promised us. Would recommend to family and friends.

On May 11,2013 Pure Energy came into our home to sell us on solar hot water heating and duct sealing. We agreed and had this done on May 18,20113. This was supposed to decrease our energy bills by about $65 a month. Since our bill did not decrease AT ALL we were very disappointed. The salesman said he would check back with us in a few months to make sure all was well. Not only did he not check back with us EVER, but we were not able to reach him at all. Shame on us for being "taken" this way. It won't happen again!

Review: Two months ago Pure Energy installed solar panels on my roof and ran conduit to the electrical box on the side of my house. During this time there were many installation problems including, running conduit improperly, not replacing tiles on the roof after installation, and poor workmen ship. It took several trips and redo's but they did respond to my phone calls and made the appropriate repairs as requested. At this time I did voice concern with their professionalism and worried about the integrity of the roof after the installation. I was assured that they performed another walk through and my roof was properly put back together after the install of solar panels. This weekend my wife and I were going through my daughters closet and found substantial water damage to the dry wall located directly under the solar panels. I have lived in this house for five years and never had a problem, but now I have a leaking roof, water damage, and potential mold problems. I sent an email to Pure Energy, and to their credit was contacted the next day on a weekend and they are sending out someone to inspect the roof. However, this is far to many problems for a consumer to deal with from a professional business. My wife and I truly wanted to reduce our carbon foot print as well as save money, but after our experiences and frustrations with workmanship, we wish we would have never had the panels installed. The last thing I would like to add is that they promised we would notice a drastic drop in our equalized energy bill. While we have notice a significant drop in energy usage, they did not inform us that [redacted] will not allow us to be on a equalized plan with solar panels. Therefor, we are paying 50 dollars more this summer then the equalized plan and an additional 121 dollars for the panels. I am sure we will save over time, but not the way were promised by the salesman from Pure Energy.Desired Settlement: My desired outcome is for them to repair my roof the first time with professional competent workers and replace the drywall and insulation affected by the water damage. I do not want people coming to my house 3 different times to get the job done right. I also believe they should insure that their information is correct with [redacted] or other electrical companies. Swinging an additional payment on top of a higher electrical bill for 3 to 4 months is a hardship to any family.

Business

Response:

Revdex.com, thank you for making us aware of this customers concerns. We apologize Mr. [redacted] feels he had a less than satisfying experience with Pure Energy. We promptly responded to his call the day after he brought it to our attention and it has since been addressed. PureEnergy has made every attempt to please Mr. [redacted] throughout the process. Mr. [redacted] did in fact have multiple site visits and more than our average customer. Like all our customers Mr. [redacted] was asked to sign off and approve the solar installation design that shows the location of his panels and conduit run. After the system was installed just as Mr. [redacted] agreed upon he had decided that he did not like it. At the cost of Pure Energy we had agreed to move it to a new location. Mr. [redacted] made two appointments with Pure Energy to show us the new locations he desired but he did not show up to either appointment. On our third appointment, which again Mr. [redacted] was not present we drew conduit location using a chalk line which he approved. We then returned again and relocated the system conduit at our cost. This is a brief explanation as to why the multiple visits were necessary, and ironically they were at the request of Mr. [redacted].As per the roof leak, the flashing where the leak has happened is not a part of the solar system installation. The flashing per code should have been glued or fastened permanently to the roof which it was not. Thus it had lifted and exposed Mr. [redacted]s felt. Although we did not work around this flashing or have any reason to alter it, we conceded that it could have been moved accidentally during the install.A crew was sent immediately to inspect the roof and assess the damage and again at our cost we have corrected the incorrectly installed flashing, preventing any future leaks.

We had a very positive experience with our solar installation. Every person we dealt with was knowledgeable and professional. Starting with the agents, on to the project manager and the installers. They actually exceeded our expectations. And, we were impressed in their dealing with external organizations: Financial, HOA, city and [redacted]. I had a ton of questions for each person I worked with and they knew the answers, without hesitation. I was impressed by the apparent good working relationship that Pure Energy has with [redacted]. Yes, I would not hesitate to recommend this team to anyone looking for a solar installer.