Review for Encor Solar (Out of Business)

Office location: 3049 Executive Parkway, Lehi UT, 84043

01/15/2024
Jordan Becker Colorado Springs, CO

STAY AWAY! TERRIBLE CUSTOMER SERVICE! (C. Springs, CO)

I purchased a solar system over a year ago on Dec. 6, 2022, from Encor. The sales rep was great, and the explanation during the sale process about the product was thorough. It all went downhill from there. The paperwork with the local utility company took over MONTHS TO COMPLETE. Encor’s local manager, Andrew Ross, did not understand the process, and it continued to get rejected. The delays continued as Encor gave continued excuses to deliver the product. My initial install window was 6 to 8 weeks. The panels were FINALLY installed in April 2023, close to 16 weeks later. The panels were installed by a subcontractor, though I was told at the point of sale they would be installed by an Encor-certified team. The headache only grew from here. The inverter was installed improperly, the roof run was done externally, a critter guard was not added, and the contractors left a hole in my drywall with live electrical lines exposed. Not to mention the massive mess inside my house. I was also promised the removal of our old passive solar system on my house as part of my contract. At this point in the process, most of the local Encor team had been fired, left town, or was simply unresponsive. The only person who would respond was a PM, Chelsea. I had to pester Chelsea, who continued to say, “We are looking into it,” and “I’m so sorry, I will get back to you.” (I have pages of texts to both Chelsea and the Encor text line that can be provided for further proof of neglect). She finally followed through, and a contract was emailed to Encor. I had to do all the work for Encor to find a local contractor who would remove the existing solar panel. Now the contractor who removed the old solar system, to fulfill my original contract, is threatening a lien on my house because Encor has not paid them for their services. Since then, Encor has continued to neglect me leaving me with a $20,000 system that has not been inspected, turned on, or completed per the contract. I have had to take all initiative to contact and work with Keith Owens, their local license holder, for the last few months in attempts to get the final issues completed. During his inspection, he found that the roof run (mention earlier) that was supposedly fixed and ran internally, was done incorrectly and needed be redone! He informed me Encor management is not following up with him or allowing him to follow through. Encor has no licensed professionals in the area able to attend to the issues with my system. The only license holder they have, Corey, is not even in the state!!! On top of all of that and per my contract, Encor owes me over $1300 in refunds for my system and referral bonuses. I have documentation of months of texts to their customer service line with several ignored responses and no actual action. Additionally, I have emailed their support line, Vice president, and local project managers, and have received ZERO responses. I am now stuck with a $20,000 solar system – incomplete or turned on - and a company with empty promises and an inability to respond to any communication. Several other people I know who signed up for solar with Encor were also lied to about their product by Andrew Ross. They were told the system could produce “100% offset” and are now stuck with systems that do not effectively produce. Additionally, customers who canceled their contracts during the utility approval period are now (over a year later) being sent 2-4K cancellation payments, even though those customers signed proper paperwork to cancel. Encor is reckless, does not care about its customers, and is a complete scam! How they have an A+ rating on BBB blows my mind… (I have pages of texts, emails, and phone logs that can be provided if needed)