ComplaintsforAwake Energy

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  4.23.2024. ******** approached my house, acknowledged that I have a no soliciting sign and Still knocked on my door. This lame excuse that they asked my neighbors if it was OK to come to my house. Neighbors can not give you permission and don't speak for me in any matter. I work from home and this is a distraction I planned for by placing a no soliciting sign. Company should not solicit a no soliciting sign. There should be consequences but there will not be.

  

  Business response

  08/08/2024

  Dear ***********************,

  Thank you for bringing this to our attention. I sincerely apologize for the inconvenience and frustration caused by the visit to your home, especially given the presence of your "No Soliciting" sign. We understand and respect your privacy, and it is our policy to honor these signs.

  We appreciate your feedback and will ensure that this situation is addressed with our team immediately. It is clear that we fell short of our standards, and we will take the necessary steps to prevent this from happening again in the future.

  Your time and peace of mind are important to us, and we regret that we caused a disruption. If there is anything further you would like to discuss or any way we can make this right, please feel free to reach out to us directly.

  Thank you for helping us improve our service.

• Initial Complaint

  04/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The business promises extra funding for turf. They did not comply with what was promises. It is not in written only text messages. And sold me. $46000 solar panels that came with the loan. Out of those $46000 $20000 was for the turf that they promises to write me a check for. Spoke to CEO he also promised to write me a check but all I have proof of is text messages from them. CEO no longer answers the phone.

  

  Business response

  08/08/2024

  Dear *********************,
  
  Thank you for reaching out and sharing your concerns with us. I understand how frustrating this situation must be for you, and I want to address your concerns as clearly and thoroughly as possible.
  
  After reviewing your agreement and the records we have on file, I was unable to find any documentation regarding the additional funding for turf. Its important to note that we conduct a thorough welcome call with every customer to confirm the terms of the agreement and to ensure that no extra promises are made outside of what is documented.
  
  We take these matters seriously, and we strive to ensure that all our customers fully understand their agreements and receive what has been officially promised. While I acknowledge that you have text messages that mention this, our policy requires that any financial commitments or changes be included in the written agreement to be honored.
  
  I sincerely apologize for any miscommunication or misunderstanding that *** have occurred, and I regret that this issue has caused you concern. Please know that our intention is always to provide transparent and fair service.
  
  If you would like to discuss this further or if there are additional details you can provide, were here to assist you. Please feel free to contact us directly at [Contact Information], and we will do our best to address your concerns.
  
  Thank you for bringing this to our attention.

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My husband and I decided to go Solar back in January. We were dealing with a company that seemed legitimate, but my husband wanted a second opinion. I remembered that a ***** used to work with, *************************, was in that industry now so I reached out to him. He made an appointment to come by and take a look at our layout and quoted us for the panels. He said once we sign, wed be installing within a couple weeks. We were informed that our payments wouldnt begin for 90 days to give us time to pass inspection with our electric company and to build up some energy to help save even more money! ****** promised us a rebate of $500 following installation and also stated that he was going to throw in a critter guard at no extra cost to keep the pigeons away and that we would be given access to an app that would show us how much energy our system was producing. This was all in January. We were installed in February and the only thing we have is the app. No money, no critter guard, and $250/month electric bill that we were told would be nearly eliminated. *** tried to contact corporate by email, *** tried contacting ****** directly and Im getting nowhere! My next step is going to be the local news stations, ALL OF THEM! One way or another, this is going to get resolved! This is unacceptable and I will tell anyone who will listen to steer clear of this company and its affiliates. The customer service has been horrible, we havent received but a third of what was promised, and Im still paying high electric bills! Something needs to be done about this. This is extremely poor business practice and I intend to get the word out!

  

  Business response

  08/22/2024

  Dear [Customer's Name],
  
  Thank you for reaching out and sharing your experience. I want to sincerely apologize for the frustration and inconvenience this has caused you and your husband. Its clear that we did not meet the expectations set during your consultation, and for that, I am truly sorry.
  
  I understand how important it is to receive what was promised, and I want to assure you that your concerns are being taken seriously. We are committed to making this right.
  
  First, lets address the rebate and the critter guard. I will personally ensure that both the $500 rebate and the critter guard installation are processed as quickly as possible. I apologize for the delay and any miscommunication youve experienced.
  
  Regarding your electric bill, we need to investigate why youre still seeing such high costs. Its possible that the system needs to be reviewed to ensure its operating optimally. We will send a technician to assess your system and identify any issues that may be affecting its performance.
  
  I understand your frustration with the lack of communication, and we will work to improve that immediately. Please contact me directly at [Your Contact Information], and I will make sure you receive timely updates moving forward.
  
  We value your business and want to restore your confidence in us. I appreciate your patience, and Im committed to resolving this issue to your satisfaction.
  
  Thank you for giving us the opportunity to make things right.

  Customer response

  08/22/2024

  
  Better Business Bureau:
  
  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,
  
  *******************
  
   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩