Complaints for One Way Power LLC in El Paso, TX

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

Customer Complaint

4/20/2022

My problem is with the solar Panels that have been installed 3 months ago. But to this day they are not working because of a transformer that needs to be installed by the Electric Co this project started 6 months ago but with the Holidays nothing was done. I have called One Way Power (6800 Gateway Blvd East 79915) and they now say that they are only the sellers and that the transformer needed has been paid for and to call Erus Solar Co who are the installers. (1100 Lasting St. 79907 Erus Co say " Yes the transformer has been paid for and they are waiting for the Electric Co to come install and get everything Inspected so they can come & turn on the panels....The Electric Co tells me the panels should not have been installed until the transformer had been installed. So I'm getting excuses from all 3 Companies. And to top that problem now I'm having to pay the Electric Bill and Solar Panels bill and I can't afford that to keep happening. The Electric Bill has been between $97.00 to $128.00 the Panels are $89.00. they chose to install panels that are not working during the months that I get my highest electric bill.. I used to be on a budget plan and only paid $75.00 monthly they took me off that plan because of the panels. I'm tired of all the excuses and finger pointing. One Way Power did give me $600. To pay the first 6 months. The first $300. I used to pay my electric bills now I only have 2 months to pay the panels. Then what Resolution Sought What I would like is that the job be completed so I no longer have an Electric Bill. Now if they are going to take another 6mo to complete this project then someone needs to pay for the panels the next 3 yrs for all the excuses and finger pointing and the STRESS of having to pay 2 bills for electricity. I am on a fixed income my brother who used to pay the Utilities passed away March 2021. Now the Utilities are on me. And that's the 1st thing I told the sellers that I didn't want 2 bills monthly

Company Response

4/25/2022

The contract with this customer was signed under Erus Energy. We (One Way Power LLC) work as a dealer for Erus Energy. We take care of the documents side before a customer reaches to: "project created" after this all the permitting (city permits) (Electric company permits, installation, PTO (GREEN TAG) and all workmanship its all handle by Erus Energy, we One Way Power LLC its always happy to answer any concern customer may have, but we don't have the sole power of the project after its been created. We have been in contact with this customer however we cannot control the installation side such as (Erus Energy) as well as (El Paso Electric & local jurisdiction). As a company we paid Martha Miranda a contract under (Juan M Morales) a few months in advance for the solar installation as a courtesy. We are happy to work along the way with Martha Miranda to help solve this issue with Erus Energy, electric company & local jurisdictions. We will refer this complaint to Erus Energy, this complaint does not match with our company responsibilities and duties with the customer, this complaint should be redirected.

Customer Rebuttal

5/18/2022

Consumer states; THIS problem Will continue for 6 to 12 months more...the panels are just there. 05/09/2022 the box for the breakers and for a meter...what good is this going to do me having to pay 2 bills until the transformer is instulled, or the permits Will take more time to get. The inspection of the Electric Co and the city of Sunland Pk. The stress that I am going through is too much for me financially...the panels were not suppose to go up until the transformer and inspection had been completed. This is the main complaint I have who's GOING to help me pay for the panels.the bank told me that since the panels were up working or not working I had to pay them cause this company has already been paid.

Company Final Response

5/19/2022

This complaint should not be direct to One Way Power LLC. As we previously mentioned on our last response we are not the installers for this project. Please redirect this complain to Erus Energy, we don't have control over the installation, permits, inspections or transformers, city permits, electric company inspections, etc. El Paso Electric (the electric company) is the one holding your project because they have to install a transformer on your property (not required in a regular solar installation). All the steps were completed as agree on the installation side per Erus Energy (Except of course the permit to operate hold by El Paso Electric), the electric company request a transformer for the installation after your solar panels were installed. The best solution is to call Erus Energy your installer & find a way to speed up the process with El Paso Electric (the electric company) to get your transformer as soon as possible. Yes we paid you a few months as courtesy for the installation taking longer than expected, but as much as we try to fix this problem we are not the ones to do it, you can of course complain to El Paso Electric for holding your installation. Please redirect.

Complaints and Resolutions

One Way Power LLC complaints