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:05/22/2024

  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.

  This solar company install panels. I was told it was free thru the state. So I said yes. Now I am being charged.

  Business Response

  Date: 05/29/2024

  Burro only supplied financing for this job. Burro has no ties to this for any kind of work/ installation or selling of this job, Homeowner has wrong company and we reached out to her and explained this, 

• Initial Complaint

  Date:02/24/2024

  Type:Order 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.

  Burro Electric sold me a solar system for $51,163 and abandoned the project before completion. I am forced to keep paying to the finance company and Burro did not finish installing my project. Also, they lied about us receiving our government check. I live on social security and do not pay taxes. They lied and told me we would get that money. They also lied to the finance company (Service Finance) about our income. I make only ****** per year. We need this resolved, our money returned and made whole. I am contacting Attorney General as we speak.

  Business Response

  Date: 02/26/2024

  Burro Electric has no ties to this customer but provided financing. This guy has the complaint on the wrong company. Burro did no work here. He needs to read his contract and get their information and file on them not Burro. 

• Initial Complaint

  Date:11/01/2023

  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.

  INSTALLED SOLAR PANELS 07/25/2023, AFTER ALL OF THE INSPECTIONS I CALLED-08/18/2023 *** TO SEE WHY THEY DIDNT TURN ON THE SOLOAR AND THEY TOLD ME THAT BURRO ELECTROC HAS TO TURN ON THE POWER. I HAD TO THREATEN THE COMPANY THA T I WAS GOING TO TURN THEM IN TO BBB, THEN I GOT A CALL FROM A GUY NAMED *** HE CAME OUT AND TURNED THE POWER ON. THEN I GET MY BILL FROM SPR THIS LAST WEEKEN-09/23/2023- FOR ****** AND IN THE NOTE SAYS ***** NEVER TURNED ON. SO, I'VE LEFT MESSAGE WITH THE COMPANY, ***, AND *** THAT WORK FOR THIS COMPANY AND I HAVE NOT HERD FROM ANY OF THEM..

  Business Response

  Date: 11/09/2023

  The sales org was responsible for the turn on. People listed above are not even  employed by Burro. Once we received this complaint, we reached out to home owner. We have been monitoring the system since. It is right on track for it estimated yearly production. The yearly production that was estimated on the proposal that the home owner signed was ****** kwh. For the last week it has produced 26.**. The monthly average is 30kwh. This is the worst part of the year being sunrise, sunset , etc. Summer it will be way above that. Solar takes a month or two to reflect your savings depending on when it was turned on. So this is perfectly in the realm it should be. I have added email provided to the monitoring portal aswell so they can follow its production. Anymore issues please reach out to me directly through email provided.

   

  Thanks Burro.

• Initial Complaint

  Date:10/01/2023

  Type:Service or Repair 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.

  Paid ******** dollars for solar system on my house in Dec **** and now it does not work it is still under warranty the **ntractor burro elect ** has done nothing to repairs it they won't even **me out and find out what is wrong with it burro elect ** said they are waiting for parts the tracing no he gave me says it was delivered Sept 15 2023 burro elect ** said they don't have the part to repair my solar this has been going on now since Sept 7 2023

  Business Response

  Date: 10/03/2023

  We have been in contact with customer since day one. The issue is a bad inverter that has to be warrantied through the manufacturer. We do not have to visit the home in this case we can look into this problem remotely. I have spent many hours on the phone and been in constant updates to customer when I have them. The manufacturer some how mixed up the address and another customer address and we finally got to the bottom of this and figured this out after many conversations with manufacturer. There are suppose to be sending us out a new inverter to replace customers. This has nothing to do with Burros work, its a mix up from manufacturer that we are trying to resolve for customer to the best of our abilities and as quickly as possible. 

  Customer Answer

  Date: 10/03/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

  Customer Answer

  Date: 10/11/2023

  burro elect installed solar on my house 12-2021 it is still under warranty my inverter went bad burro elect ordered a new one and gave solar edge the wrong address and he sent me an email saying he can't afford to replace my inverter anther email from him and he told me good luck
  

  
  

  Business Response

  Date: 10/11/2023

  That is not true at all. As I stated before, the manufacture part went bad. That is no fault of mine. I have done nothing but try to help these people. The manufacture somehow got the addresses mixed up and sent there  inv to some one else which they never send to customers they send to me. I did not give out any addresses, but what I have done nothing but spend countless hours trying to get to the bottom of what happen and get it resolved which I did. They still continue to blame me and I don't really appreciate the way they have treated me when I did nothing wrong and have tried to help them this whole time. 

  Customer Answer

  Date: 10/18/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:09/22/2023

  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 had our roof replaced and solar panels installed by Burro Electric. The roof was completed the second week in August. The solar panels were installed a few days later. Since the panels were placed on, we have had limited communications with Burro Electric. We were told that we would be given a check for ***** after install to cover the first year of solar payments as an incentive to go with their company. No check was provided. We were also told that we would be given an app to monitor the solar panels. No app was provided. We have asked multiple times for copies of the warranty and invoice for the roof replacement so we could have verification what was replaced and have the warranty if there were future issues. No warranty was provided. We requested a warranty for the solar panels. No warranty was provided. Our sales rep continues to give us the run around when we reach out to him about the status saying it is out of his control and power. He then told us to call his boss directly, which we did and no answer. I have left voice message with no return call. Burro Electric has received $54,000 for services and we do not have the required information or warranties. We also do not have the incentive payment as promised and our first payment is due on 10/10. I am asking for help to resolve these unresolved issues. Thank you.

  Business Response

  Date: 10/03/2023

  Yes we where going through some internal issues on communication etc. Since we have made good on every aspect of the complaint. 

• Initial Complaint

  Date:11/29/2022

  Type:Order 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.

  I am writing on behalf of an elderly man, *********************, who is suffering from dementia. Burro Electric took advantage of ***. That elderly man is my brother. He used to live in ***************, until August 2022 when he was moved to *********. I am now his caregiver, and I am absolutely horrified to learn about how Burro took advantage of this simple man. In July 2020, an employee of Burro spoke with *********************, a 74-year-old man suffering from dementia. The employee misled *** on several points. First, the Burro employee claimed that Burros solar panels were free to ***, never mentioning that the installation would cost *** more than $18,000.Second, Burros financial arm began auto-withdrawal of monthly payments from Dans checking account.Third, the contracts were auto-signed. That is, Dans actual signature is nowhere to be found on the contract documents that have been provided to me.*** clearly remembers that the Burro employee said the solar panels were free. They told me they had a surplus of panels and were giving them to me for free. I would never have paid for them if I had known they would cost money. (Dans income is limited to his Social Security of about $1,100 a month.) Also, the contract documents contain an old email address and phone number for *** that he hasnt used in years. Because of Dans dementia, he did not regularly check his financial accounts and so was not aware that Burros financial arm was taking charges out of his checking account monthly.This month, Dans house in ****** was sold. But, to everyones surprise, there was a lien on Dans house by a finance company for Burro. *** was not aware of any loan, the real estate agent was not aware of the lien. As a result, Dans meager return on the sale of his house was reduced by around $18,000.

  Business Response

  Date: 11/30/2022

  So the way solar works is there are sales companies that go out to peoples houses and sign people up for solar. Burro Electric is not a sales org, we are a solar installer that gets hired by these companies to install it. Burro never sent an employee to anyone's house to get them to sign anything. We get all the info from the sales org. This one in particular is *******************. They are the ones that promised him whatever and got him to sign documents. I called and explained this all to the person that filed the complaint  as well as she seemed to understand the way it works. 

• Initial Complaint

  Date:10/06/2022

  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.

  Have been trying to get a hold of them to come look at our meter which shows error notice, but every number we have they do not answer. Ive also emailed them with no resolution. We are paying for service that we cant even use because of the error on meter.

  Business Response

  Date: 10/07/2022

  In response to the complaint. The first time ever I heard from these people where yesterday on a phone message. I returned there call same day. I never got an email. Also our machine says if you having trouble with you solar system do not leave a message email us but they did not. After talking to the customer they got someone to come look at their solar system. This particular case we have nothing to do with. It was installed about 6-7 years ago. Our  labor warranty is 3 years.  All we where hired to do was install the system. This is a 3rd party lease through Sunnova which they are the ones that monitor and resolve any issues not us. It states all this in everyone's paperwork if they read it. So we should not be liable or complained upon what so ever. But anyhow from what they told me it was taken care of. I just tried to call again and no answer to confirm what is going on. 

   

  Thanks Fonz