Pure Energy

Revdex.com, thank you for making us aware of this customers concerns. We apologize Mr*** 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*** throughout the process. Mr*** did in fact have multiple site visits and more than our average customer Like all our customers Mr*** 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. *** 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*** made two appointments with Pure Energy to show us the new locations he desired but he did not show up to either appointmentOn our third appointment, which again Mr. *** 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***.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***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 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.

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.

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.

These guys were so hopeful really answered my questions, made me feel comfortable and gave me the best deals out there. Very polite, friendly, reliable, and on time. Thank you ! I will surely recommend!

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 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.

These folks are awesome, very professional, great service. They did everything that was promised.. the panels are looking great and I couldn't be happier... My highest recommendation for these guy's.

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.

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.

My husband and I decided to put solar on our home and spoke to several companies. We were impressed with fidelity and decided to go with them. We had our system installed last week and everything went well. I would recommend them to anyone interested. I was especially impressed with the representative who was very professional and thorough. The installation took one day only and looks great.

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.

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,

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.

I signed up for the model home program with Pure Energy. Everyone I've dealt with has been professional and friendly. The work was done on time with no delays. Because the system was just recently finished, I have not seen the savings results but I am confident that I will. The state and federal rebates paid for a third of the costs of the solar system. If a Pure Energy representative contacts you, listen to what they have to say. You won't be disappointed!

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

Review: On March 1st, 2012 an energy consultant representing Pure Energy came to my home to discuss the installation of a solar water heater. During our discussion, I was made aware and told by the representative that the installation of a solar water heater in my home would guarantee me a savings of 35% on my average monthly SRP Bill and Southwest Gas Bill. I was also made aware of the cost of the solar water heater. Per my signed and dated Pure Energy Incentive contract I was told that the System cost was $7500.00. I was also told by the Pure Energy representative (signed in the contract) that I would receive incentives from the Federal government, State, and a Utility Rebate Incentive (after filing my 2012 taxes) which would bring the cost of the solar water heater to $3,786.30. The sales representative also explained that from the money I would save each month with the system I would then have an out of pocket balance of $2,829.08. However, after filing my 2012 taxes I have not received any Federal or State incentives to apply towards the system cost. Also, the system has not provided me with a 35% savings on my bills, in fact, I have spent more on my SRP and Gas bill with this system than I did with my "old" gas water heater I previously had (documentation on this matter can be provided). The system has also failed to provide hot water for the majority of the time of owning it. I contacted Pure Energy about this problem and they have been to my home to try to make repairs many times. The last time they were here they removed the governor that regulates the hot/cold water to enable the system to provide adequate hot water. However, by doing so it no longer meets the State's safety requirements. I have contacted and sent a letter of the situation and my desired settlement to Pure Energy in the month of June 2013. They have responded to my letter by e-mail denying my request.Desired Settlement: Be in the position we were before Pure Energy came along, which is: We would like the solar water heater system completely removed from our home by Pure Energy. Pure Energy to pay for and install a gas water heater in our home. Complete release of the financial responsibility of the system (the $7,500.00 loan on the solar water heater) and release of any and all other charges related to the removal/installation related to the water heater systems.

Business

Response:

Revdex.com,

In regards to following complaint please allow us to address

each of his issues against Pure Energy.

First and foremost, let it be known that Mr. [redacted]’s system

is functioning fine and it is delivering hot water. The system passed both City and utility

inspections. Furthermore, Pure Energy

has been more than accommodating in responding to Mr. [redacted]s service calls. Each time we have found that the system is function

properly and that service is not in order.

In regards, to Mr. [redacted]s Kwh consumption which he claims

have not gone down, Pure Energy has offered to analyze the bills for Mr. [redacted]

and install additional energy saving products on his home if needed. Mr. [redacted] rejected this offer and has still

failed to provide us with a complete list of his utility bills so we can properly

access his complaint. It would appear that

Mr. [redacted] is looking more for a refund due to financial constraints and buyers remorse

which we cannot be help liable.

In reference to Pure

Energy misrepresenting Tax Credits to Mr. [redacted] Pure Energy can provide proof

that this is not the case and additionally we do not and will not accept any liability

for Mr. [redacted]s finical situation. Pure Energy does not act as tax advisor or personal

tax accountant. We are a solar contactor

selling solar projects that qualify for State and Federal tax credits. These credits are explained to each and every

one of our customer just as they were to Mr. [redacted]. It is not Pure Energy’s position to guarantee

these credits to a customer, but to only make the customer aware of their existence. This is directly listed on each of our

contracts, including the one singed by Mr. [redacted] on 3-1-12.

Finally,

Please see our last email correspondence sent to Mr. [redacted]

and know that our position has not and will not change. We can easily provide documentation that

proves Pure Energy has legally fulfilled our end of the service agreement and properly

represented our products, services, and tax credits available.

Thank you in advance for closing this complaint and know

that Mr. [redacted] will continue to receive service from Pure Energy and his wishes

as a customer will be accepted as long as they remain reasonable.

Mr. [redacted],

Your

letter was received in the mail last week requesting that Pure Energy refund

your money, remove your system and replace it with a new gas water heater at

Pure Energy’s cost due to the financial constraints it is placing on you.

This

email is to confirm that Pure Energy will not be honoring your request.

The products and services installed on your home have passed both city and

utility inspection and are in good working condition. They are high

quality solar products and we will continue offer you service on them in the

event that it is needed. Outside of service and warranty issues, Pure

Energy’s is not liable in assisting you with payment of the debt you incurred

with your purchase.

Furthermore

our paperwork clearly states the rebates listed are “Tax Credits.” We are

sorry if your understanding of a tax credit is not or was not accurate at the

time of your purchase, but clearly it is not the responsibility of Pure Energy

to act as your tax advisor or accountant. We are simply your contractor.

Pure

Energy offered you a solar project and accurately listed tax credits and

utility incentives that the products qualified for. You then choose to

purchase this package, Pure Energy then installed the products that passed all

inspections and met state and city regulations. Therefore, the service

agreement has been fulfilled and we will not honor your request.

Please

feel free to reach out to us with any further questions or service issues.

Thanks

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.

First and foremost, let it be known that Mr. [redacted]'s system is NOT functioning properly. The last time Pure Energy provided service on the system, they removed the governor/regulator to allow more hot water flow. Without that regulator it no longer meets city and utility requirements, however if it were to be placed back on then the system would not provide hot water. Also, the system is not functioning properly because it is not providing a 35% savings like Pure Energy guaranteed it would.

I, Mr. [redacted], have provided Pure Energy with a copy of my utility bills prior to this complaint and also in the letter I sent that was received by Pure Energy.

Pure Energy made mention of financial constraints; this is irrelevant and beyond the scope. The case here is that Pure energy has lied about everything they were to offer.

In regards to the tax credit Pure Energy spoke of; the representative of Pure Energy explained in writing that Mr. [redacted] was to receive money from the Government and State that would be applied to the loan of the system. The representative then explained that after these incentives and from the savings the system would provide, the total out of pocket balance that would be needed to pay is $2,829.08. Mr. [redacted] has the signed document based on this information. However, Mr. [redacted] has not received these incentives and the system has not provided any savings.

Regards,

Business

Response:

Mr. [redacted] system is operating and function properly. The tempering valve installed on the system

or as Mr. [redacted] relates to it as a “regulator” is not required by the city to

pass inspection. Nor is the tempering

valve essential to the proper function of the system. It is installed as an additional feature for homeowners

to adjust the hot and cold temperature levels with ease. In

rare cases when a homeowner is unable to adjust these valves with success, we

will remove the feature to avoid future confusion with the homeowner.

In regards to the same and ongoing claim that Mr. [redacted]

states he was lied to; we do not change our position on the matter. As stated very simply before; Pure Energy

does not act as a tax accountant, or tax advisor for any client. Mr. [redacted] has received a Solar system that qualifies

for Federal and State tax credits. It is

his and solely his responsibility to claim these credits. The contract Mr. [redacted] singed has this clearly

stated on the back and this has been explained to him now countless times

without any concession on his behalf. Pure

Energy will not change the terms of our agreement that originated on

3/1/2012.

This will be the last response Pure Energy will provide as

we cannot continue to circle around the same frivolous issue. Mr. [redacted] has made a purchase; the service has

been rendered, and now Mr. [redacted] must come to terms with the financial responsibility

of his purchase.

Moving forward Pure

Energy will be offering nothing to Mr. [redacted] outside of normal customer service

and warranty claims.

Thank you for time as always

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.

Pure Energy claims that Mr. [redacted]'s system is functioning properly but how can that be if the system is not providing a 35% savings on his bills like Pure Energy guaranteed it would. Pure Energy has made this guarantee in writing and has failed to accomplish this.

The representative of Pure Energy guaranteed in writing that I (Mr. [redacted]) would receive incentives that would be applied towards the cost of the system. Mr. [redacted] has not received any incentives that would be applied towards the cost of the system and again Pure Energy has failed to accomplish what they guaranteed.

Regards,

I just wanted to say the installers were very professional.

I started working with Pure Energy back in late February or early March. I interfaced with several people at the company, all highly informed, courteous, professional, and full of expertise in the area. They kept me informed along the way of next steps so I never had to ask what to expect next. The system was quickly installed, and all my yard cleaned and left as it was found. My system was turned on 4/22. I also had a foot of insulation placed in the attic by Pure Energy. I just turned on my AC today, May 17th, because we are having company tonight. I work at home 2 days per week and still have not felt warm enough that I need the AC on. My bill this month with solar representing 3/4 of the bill was $68 for the energy and still $29 for the demand charge (leftover from my old plan). I participated in the budget bill in the past where my set fee was $185.52 per month. My bill this month was less than half that of last year even with the demand hour charge still on there. I can't wait to see what June holds. They sold me 1/3 the panels that the lease quote of another company stated I needed. I felt like they were looking out for giving me the energy I needed, but not selling me into more panels only to reap the fractional rate for energy returned to the grid. I highly recommend them. Tell them you read my review on here from a happy Scottsdale customer installed in April.

The whole process has been wonderful. Everyone has been very helpful and knowledgeable. Looking forward to our energy savings.