They came to our home offering solar…
They came to our home offering solar panels, they told us of the benefits and so forth. The sales rep Ryan, who showed us a satellite picture of our roof said they would install a total of 9.5 kilowatt panels to which we agreed. Then we get a call from one of the reps and they say we are setting up our system that is 9 kilowatt panels. I then told the rep that was not acceptable and that they said it was 9.5 kilowatt panels or nothing, he then told me there would be an extra charge, I told him that was not going to happen. He put me on hold and came back with they would put the 9.5 kilowatt panel on, and then said we would have to resign again which we did. Then we get an email from fortis saying that they were approving a 6.5 kilowatt system on our house. I called zeno and asked to speak with the manager and was told he was busy so I told the woman on the phone that zeno was in breach of contract and that they were fired and to return our money. The call ended with the woman saying that the contract was canceled and they would return our money. I still never heard back from the manager. Then we get a crazy email from the finance company which we wont get in to that. I tied and tried to call there number but always the same thing all our reps are busy and after they leave you sitting on hold they come back with were sorry we missed your call and then hangs up after several repeated attempts, I then called back and picked the option for tech support and finally got through to a live voice and told him just exactly what was happening and I got quite upset with them. He stated that he would relay the information to the powers that be. They sent an email to me saying
"I'm looking for your assistance with this loan. We cancelled the loan on August 31 and the released funds were clawed back from our account on September 1.
The customer's husband called our customer service staff and stated that Financeit told him Zeno still has their money. I believe this is likely a misunderstanding since the funds were already clawed back.
I am still waiting to hear back regarding when the cancellation request was first provided. However, I believe that since the deposit was released on June 4 and the loan cancellation did not occur before the 60-day period for all fees to be returned, this is likely why the loan is still active in Financeit. However, let me know if you do need anything further from us.
Kathryn, due to the nature and elevated tone of your husband's interaction with our service team, please direct all further communications directly to me.