Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/24/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 7, 2024 *************************** Nerd Powers field rep came to my home and explained all their packages very articulately and diligently to me enough to were at the end of our conversation i chose to go with their solar package that would allow me to get my car port whole roof and back patio cover to be totally redone. My insurance has already paid them $7000 plus at this point to begin the reroofing. At the same dinner table I'm writing this complaint from ****** had me sign everything and he called into Nerd Power and scheduled me for March 22, 2024 for my roof to be redone. He asked if this date was ok i said its my brothers Bday i have plans to go out of town and celebrate with him but i canceled because this is priority in life! March 22nd rolls around and Nerd Power is a no call no show! I have to call in and get answers for myself! I reached out to ****** and he let me know it was pushed back for what reason he couldnt tell me thats not his department but he got me that info. From March 22nd until April 18th or 19th i called Nerd Power every day some times twice a day to get answers about why i got pushed back why my roof isn't done and when is it going to get done! For a month straight Nerd Power had terrible communication and customer service skills when it came to keeping me In the loop about my roof and what is taking so long to just be put back on the schedule to get my roof done! So April 18th or 19th i was told i was scheduled for April 24th witch is today. Once again no call no show for the second time i was told my roof would be getting done by Nerd Power! What makes today even worse is i have an 11 year old son named ******* that is on the spectrum! Today was his special olympics that i explained to him i had to miss because our roof was getting done because its out of town and I'm a stay at home dad with an 8 month old and a 3 year old no way i could get them ready and make it! Not only is Nerd Power making me a liar i wont be able to support my son

  

  Business Response

  Date: 04/25/2024

  03/07 - ***************************** sold the roof and got a signed contract/ build date scheduled with project ops via text from *******. We forwarded the date to be added to the calendar by our scheduler the same day and unfortunately it was missed and not added.
  
  03/22 - Original scheduled build date was missed due to not being entered in calendar. We spoke to the client that day and informed him that we were unable to give him a date until the roofing subcontractor's availability was made known to us.
  
  04/014, 04/08, 04/10, 04/11, 04/12, 04/16 - We spoke to the client on each of these dates and reiterated the same thing - that our roofers did not have any current Yuma availability, but his account was our top priority and that as soon as we got an open spot from the roofer, he would be getting it.
  
  04/18 - We spoke to the client and got him rescheduled for 4/24/24 and material delivery on 4/23. The client also expressed the desire to change his roof color and we sent him multiple different options and talked him through that as well.
  
  04/19 - We confirmed that he still wanted to change the shingle color and then had another agent reach out to him to get the color form resigned. During their call together, he decided against switching his shingle color.
  
  04/23 - An agent spoke with the client about the time frame for material delivery. Materials were delivered as scheduled.
  
  04/24 - We spoke to the client because the roofers did not show on the scheduled date. He was very upset. He requested a call from the sales manager in order to get a reduction in the project price. 
  We have no incentive to delay this project and are just as frustrated with our subcontractor as the client -  we have paid for the materials sitting on his roof. The plan moving forward is to get a new subcontractor to go out and get his roof done ASAP.
  

• Initial Complaint

  Date:02/20/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  0n January 11, ****, I paid $200 to this business, NerdPower to transfer solar account ownership from the former residential home owner to my name for warranty purposes. I am suppose to receive follow up regarding setting up an account portal and solar monitoring tracking to monitor our solar generation. I cannot get anyone from the company to ************* phone calls, return voicemails, or return emails. I have made several attempts via email and phone within the last 4 weeks.

  

  Business Response

  Date: 02/21/2024

  Hello, we are in communication with ***** and will take care of this issue directly with her.

  Customer Answer

  Date: 02/21/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  The business, NerdPower, has kindly and promptly followed through with a response directly to me.  l consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  Date:10/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were approached by nerd power sales people in our neighborhood. We agree to a project. We took their advice, and purchased 2 new ac units, insulation, and upgraded out thermostats. That project took about 4 mts to start and 6 months to complete. Since then out bull has gone up on top of now we have bill for the products we purchased. We are unable to reach anyone to help us find the answers to our questions. We can't not get anyone on the phone unless it's to buy new solar. I've called the company and used prompts 1-4 , and none of them send you to a live person only a voice-mail that nobody listes to return the call. The only live person is a fir a new system.

  

  Business Response

  Date: 10/25/2023

  Hello, we are in contact with ***** regarding this complaint and are working on a resolution directly with him.

• Initial Complaint

  Date:04/12/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  November 2021 we stumbled upon a ************* named Nerdpower. We were interested since we currently had Solar with Sunrun but we were hearing some people have no electric bill and are getting credits each month because of solar. When I was still paying between $100-$200 during summer months and between $50-$100 during winter months. He talked us into moving forward with getting more panels and our electric bill will almost be non existent. In January 2022, we tried to back out since we were in talks about moving. Our sales person said we couldn't and said we had to move forward or we would be charged a cancellation fee. June 2022 after months of not having the right forms submitted for permits Nerdpower finally came out to install the panels. During install all power had to be shut off. They also had to remove our meter we had with ******. Since then our Sunrun has been showing that it is not producing causing our electric bill to be ridiculously high during summer months. It has been 10 months since install and the meter issue has not been resolved and my electric bills continue to be high. I should not be paying close to $200 a month during winter months when previous years were under $100. So along with having to pay a monthly bill for lease I am also paying double in electricity. So with more panels I am obviously not saving like I was promised or told. We are now in April of 2023 and needing to put our house on the market since we will be moving. However, we still have this issue. I have been constantly trying to reach out to both companies to get this resolved. This has been such a headache the past year. Attaching what our bills have looked like since we added more solar which is more then I have ever paid. I would like the company to make this right. Fix the issue and compensate us for the inconvienance this has caused over the last 10 months.

• Initial Complaint

  Date:01/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nerd Power installed a solar system at our residence over a year ago now but from the beginning, we had several issues that have escalated to a major problem and we were even told by the district manager of ****** that the situation was in fact dangerous. The current situation is that our solar battery that was installed over a year ago has never worked properly and when I brought the issue to nerdpowers attention a few weeks after install, I was told that I was wrong and that the battery was working, yet my app that tracks the progress and performance of the battery was showing that the battery was never charging. This September 7th of 2022, I went in person to the ****** office and after showing the manager *********************** my battery tracking app that was provided by nerdpower, ****** then admitted that the battery was faulty and a "fire hazard". ****** told my spouse and I to remove anything flammable from within 3ft of the battery and then he proceeded to email corporate about our situation, in our presence. It is now 4 months later(January 2023) and despite me calling several times in September, October, November and December... I hand received very minimal updates but mostly been given the run around and even had a tech that was supposed to come fix the battery, "no show" on us back in September of 2022. I've emailed the manager back in October 2022 and never received a response. I've spoken to customer service several times as well and get the run around. After reaching out to the electric Co. TEP in October of 2022 and confirming that the battery isn't even required, I called NP customer service back and told them to come remove it because I don't want something that is faulty and in NP's own words, "dangerous " and "flammable/combustible" in my home(it's installed in my garage). That was in October ************************************************************************************ even fix the battery. They are no longer even returning my calls.

  

  Business Response

  Date: 01/12/2023

  Thank you for bringing this to our attention. We have been in communication with you when this issue was reported. We have spoken with TEP and your location by their ordinance requires a battery due the area being "high saturation site". Right now there have been no updates to provide as of recent as we have submitted the necessary permits to resolve your issue and are currently waiting on the utility for us to proceed. We do apologize however there are a number of factors and hoops we have to jump through and the resolution you are requesting is not as simple as coming out and fulfilling on it. We can reassure you that the battery is not dangerous. Whoever is stating this to you is incorrect and ignorant. The city passed your inspection when the system was installed and there is no way on this good Earth that they would allow any such equipment to be installed on a home that would compromise safety. We can understand you being unhappy with the performance but a veiled comment on questioning the safety of the product in an attempt to void your contract will bring no result. We strongly encourage you to review you installation agreement. In the meantime we are working tirelessly to resolve this issue with the battery storage. Updates will be provided as they are received. As stated earlier our hands are tied as we are awaiting a response from TEP.

• Initial Complaint

  Date:09/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company is not holding up their warranty for their products. They stated during the initial sales pitch that if we ever had any issues with their product that the solar panels had a life time warranty. Which in theory sounds great. The problem with this is that we as the customer can never get a hold of a customer service rep to address any issues when you call the ***** number the recording gives you the option to hold for a CSR but the phone dialer automatically sends you to voice mail so you are at the mercy of waiting and being available for someone to call you back at their convenience. The several attempts to leave a voice mail are in vain because the person calling you back doesn't address any of the issues left in the voicemail. So as a customer my issues are 1. never being addressed, and it is a valid issue as to the functionality of their product as we are being charged for power that our solar panels are supposedly creating, but somehow the power company has no record of such deposit into their system to then in turn give us the credit for the extra power we are contributing into the their system. I would like to correct and address this issue but I am not able to contact Nerd Power to address any issues. Last month and this current monthly electricity bill is about $100, it was stated by the Nerd Power sales person we would not have a bill over $20 or $30 dollars.

  

  Business Response

  Date: 09/13/2022

  To whom it may concern,

  We appreciate you bring this complaint to our attention. Based upon the agreement that the customer Belen has with ******************** Energy the manufacturer warranty is for 25 years. We train and ensure that our representatives to not misrepresent that fact. There may have been a miss understanding but we do want to reiterate and state clearly that the manufacturer warranty on the customers system is for 25 years. To address the issue of not receiving correspondence from Nerd Power Support. We were able to review the interactions with this customer, we reviewed their account history as well as all of our call recordings. The last time Belen contact Nerd Power Energy was August 9th of 2022. Belen had requested information on their AC unit upgrade. That information was provided and ***** had indicated that she was satisfied with the service rendered. We do see that a 3rd party who is not the account owner has called September 9th and 12th of 2022. Both of these calls were placed outside operating hours. The following business day representatives of Nerd Power did call out to this 3rd party (9/11 and 9/13) both of these calls went unanswered. Nerd Power has done everything within our power to answer and resolve the issues that ***** has presented. This 3rd party who has been calling in, it is unknown to Nerd Power if they are a legal representative of the account holder, if they have POA that allows them to handle the account holders account. We have on good faith returned their calls but they have gone unanswered.