likely written by exceptionally difficult customers or rare situations of poor service. Let me assure you this is NEITHER and that I am writing this to hopefully help someone else avoid a situation like mine. ... (more)
We purchased solar panels in October of 2015. They were not installed until March of 2016. After instillation they were never approved by the utility company and thusly, never functioned. However, we began making payments on them in March.
While waiting for them to be hooked up by CPS, an enormous hail storm blew through San Antonio, cracking a solar panel (despite the reassurance that they were exceptionally strong), necessitating a roof replacement, along with the removal and storage of our panels. This was in late April of 2016.
We hired a contractor in May of 2016 and our panels were reevaluated by someone from Air Wind & Solar. During this conversation, I mentioned that I had attempted to contact Air Wind & Solar several times and my call and messages went unanswered. He indicated that many people in the office are disorganized and not particularly knowledgeable about the process. He recommended I contact Paul Graff directly. I did so in late May.
At the time Paul apologized for the inconvenience and offered to contact our insurance in order to get the proper amount of money they would need to repair the damage done to our solar panels. He also recommended I write an email, indicating what claims had been misrepresented by the salesman we signed with and the hassle we had endured until that point, so that he could forward it to corporate in hopes of receiving some token effort to reconcile.
Fast forward several months and an email later, our roof has finally been repaired by our contractor at the beginning of September, 2016. We contact Air Wind & Solar and indicate we are ready to have the solar panels installed again. The panels are finally installed on October 24th, 2016. However, the crew installing them installed them in an entirely different configuration than the original plan and mentioned that the electrical components "were wired wrong." They told us an electrician would need to be called.
I called and wrote emails several times over the course of the next few weeks, only to be told "I''ll find out," and "I''ll get back to you." I was once even told that Amanda would "write it on a sticky note" so she would remember to finally call me back.
When she had finally called me back in early December, it wasn''t with answers to my questions, but instead to inquire about when they could expect payment. I indicated that as far as I knew, we were simply waiting on a check from our insurance company. We continued to wait, until I received a vaguely ominous call from Amanda at the beginning of December, culminating with the comment "There are several accounts my bosses are unhappy with, yours being one of them. I can only protect you so far."
Thinking this strange, I called my insurance company to inquire about the status of the check we were supposed to receive. We received the check the next day and began the paper work for the two-party check with our bank. We were told to expect a wait of 2-4 weeks.
On December 17th, a contracted electrician came by our home and told us he had been sent by Air Wind & Solar to review the components of our installation that had FAILED to pass inspection. He began talking to me and mentioned that SEVERAL of the homes he reviewed were unhappy with the length of time it had taken to actually have functioning solar panels and that he was beginning to question whether or not associating with this company would be risky for his personal business. Take this piece of information for what it''s worth.
On December 20th my family left on Christmas vacation. While I was out for a run and did not have my phone on hand, I received 3 missed phone calls in the span of a single hour. My husband then received a disgruntled phone call from Paul, indicating that he had attempted to contact me repeatedly and that we were delinquent in paying our bill. My husband, who had not been involved in this process whatsoever until this point, mentioned the lengthy process that was not yet complete and how he would like to maintain an understanding that work should be completed before payment should be received. Paul then went on a lengthy diatribe about how my husband could void our contract and endanger himself legally by making such a comment.
I came home and was immediately confused, as my husband was about to fork over a LARGE sum we did not as of yet have in our bank account. I called Paul back, stating VERBATIM:
Cassie: Hi, who am I speaking with?
Paul: It''s Paul, Cassie.
Cassie: Oh, hi, Paul. I was just talking to my husband and I am kind of confused. Can you fill me in on what''s going on?
Paul: ....Oh, I think you know very well what''s going on Cassie. You''re trying to evade payment and you''re being intentionally obtuse.
Despite the inexplicably hostile beginning, I wanted to understand why we were being treated thusly, as if we were common criminals. I also wanted to understand why the check we received from our insurance company was less than half of the billed statement we received from them. I struggled through the conversation during which I was repeatedly interrupted, accused, and condescendingly lectured. At one point, I was brought to tears after Paul told me they could place a lien on my house or report me to creditors--all because I was waiting for a check to be approved in order to pay them.
Paul ''benevolently'' offered to extend our payment due date by another month only after berating me and, I can only assume, feeling some ounce of guilt. But then threatened to retract the offer when I mentioned concern over the bank''s speed during the holidays.
Oh, and as it turns out, we had not received the entire amount of money we were supposed to from our insurance company because they HAD NEVER RECEIVED an estimate from Air Wind & Solar :)
ALL THIS TO SAY, If I had a time machine, I would go back and emphatically warn my naive self to stay away from Air Wind & Solar. I have NEVER been treated in such an unprofessional manner nor dealt with a company that is apparently incapable of communicating within itself or with its customers.
Save yourself the headache, and go with a different provider.
Type: Residential Electric