Complaints

This profile includes complaints for Arcadia Solar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Arcadia Solar

  4050 E Cotton Center Blvd Ste 30 Phoenix, AZ 85040-8863

• 

  Arcadia Solar

  2211 S 48th St Ste A Tempe, AZ 85282-1008

• 

  Arcadia Solar

  6370 Montessouri St Las Vegas, NV 89113-1184

• 

  Arcadia Solar

  4933 W Jennifer Ave Ste 101 Fresno, CA 93722-5087

• 

  Arcadia Solar

  12115 Rojas Dr Ste 700 El Paso, TX 79936-7758

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:09/12/2023

  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.

  On Aug 18th I contacted Arcadia regarding my inverter not working. I paid the service fee and a tech came out and indicated the inverter needed to be replaced. From the 18th I received no communications or details on the next steps. On Aug 28th I followed up after receiving no other communications only to find out the tech was gone and another tech had to come out leaving us no further along. Aug 31 another tech comes and advises again that the inverter had to be replaced. Even though our inverter is still under warranty we keep getting the run around and excuses as to why we have no updates. On Sept 8th I again reach out and we are told the company was waiting on the manufacturer to draft a timeline. Its now coming up on 1 month and we are no further along than we were from the day we started. Its impossible to get in touch with anyone except via email. We have been customers for 10 years and because it isnt going to make them much money, I feel we are getting pushed aside and not prioritized at all. Weve provided all the paperwork showing we have a valid warranty. In the meantime we are unable to use the solar system they sold us due to their inability to provide adequate customer service.

  Business Response

  Date: 11/10/2023

  ******************,

  We apologize that the timeline for your warranty issue was extended, however the length of time was determined by SMA- that manufacturer of your inverter. Although your contract for your solar system you purchased in 2014 was with another contractor and Arcadia Solar had no obligation to service your issue, we were happy to help in processing your equipment warranty claim and getting your solar system back to operational. Other that the cost for the initial truck roll, we charged you no other fees to you in order to facilitate the equipment change and to fight to get SMA to honor your original equipment warranty. SMA was not, at first, willing to process the warranty claim due to the manufacturer's warranty being almost 10 years old, but since Arcadia kept records of the date that particular serial number went into service we were able to get them to furnish a new inverter at no additional cost to you. Please understand that we are not in control of shipping times from the equipment manufacturer, and that when the replacement inverter arrived at our warehouse we promptly swapped out your equipment and reactivated your solar. 

  Again, we apologize that your expectations for the time it would take to get your system back up was not met, but Arcadia Solar performed our part of the work as quickly as was permitted given the processing and shipping times that were out of our control. We hope that your system continues to operate for another 10 years and more without issue, but if you require service in the future, Arcadia will be here.

   

  Thank you.

  Customer Answer

  Date: 11/11/2023

  
  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:08/29/2023

  Type:Sales and Advertising 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.

  Me he comunicado con la compaa en varias oportunidades, me dicen que el prximo ao tendr crdito la instalacin fue el 11 de octubre *** 2019 y mis recibos son cada ao ms ******** mis recibos no son slo iguales son mucho mayores cada ao en comparacin a aos anteriores y sin el sistema de paneles solares no tienen nmeros telfonicos que resuelvan a tiempo y de manera apropiada nuestras ****** y reclamos no hay un servicio tcnico oportuno y adecuado la espera de el soporte tcnico representa prdidas importantes de dinero y generan muchsimos problemas de estrs en nuestra salud mental emocional y fsica no tienen nmeros con personal suficiente siempre es una mquina contestando y deje el mensaje el servicio al cliente solo tiene una persona a cargo y ya no responden el Telefono cuando identifican *** nmeros de la llamada no tienen *** datos ni nmeros de telfonos de teclamos en el sistema he esperado y ni en ****** tienen informacin correcta tienen informacin falsa Arcadia tiene una compaa que se encarga de ********** y diseos de *** paneles *** cuales sugieren que necesita cada familia ******** se encarga de esta parte y no hay manera de conectarse con el*** el*** aconsejaron poner la cantidad suficiente de paneles dando un resultado *** solo 74% pagamos por un sistema que el contrato dice ms 84% cubre el costo de energa y que el pago mensual sera reducido a ms *** 80% lo cual a subido 3 veces su valor desde el ao pasado el ingeniero o tcnico encargado de disear y poner cuantos y cuanto necesitan en paneles solares dijo que esto sera ms que suficiente lo cual no ha sido a si tenemos una deuda de *** paneles solares ms el uso de energa lo cual no tiene ningn resultado positivo generndonos un ahorro todo lo contrario una deuda por miles de dlares ms *** gastos de energa regulares sin contar con la falta de atencin y respeto al consumidor sin tener ningn conocimiento de la capacidad de *** paneles confiamos en lo mejor para nuestro futuro ahora tenemos pagos de casi 600 dlares mensuales

  Business Response

  Date: 11/10/2023

  Buen da,
  
  ****** comenzar diciendole que puedo simpatizar *** su frustracin. Desafortunadamente, no podemos ***trolar los aumentos en el uso por parte suya o los aumentos en el precio del kilovatio que su compania de energa impone. Cuando firm su ***trato, la cantidad de energa que que necesitabas se bas en las facturas de servicios pblicos del ao anterior. Si su uso cambia, su porcentaje tambin cambiar. La empresa que le vendi su sistema solar, ********, ha cambiado su nombre a Odin Energy. Su nmero de telfono es **************. Por favor pongase en communicacion *** ellos para que le puedan ayudarlo ms *** sus inquietudes.
  
  Gracias y que tengas un buen da.

• Initial Complaint

  Date:08/17/2023

  Type:Product 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 was approached by an agent about signing up as I was entitled to a credit due to a solar farm down the road, I had just moved so I didnt have an electric bill yet but I was told to call back when I did.I called back yesterday to see what the process looked like, and as I was going through it the agent assured me I was not required to use autopay, as I made it perfectly clear I would not enroll if autopay was mandatory. He assured me I could even check my account to ensure it was set to off.Well, guess who was immediately enrolled in autopay? Me! And theres no option for me to turn it off! So I reach out via email and explain I was told I didnt need autopay, am unwilling to participate in autopay and needed it rectified immediately. I was told the ONLY option to remove autopay was to close my account great, cancel it then, but why the h*** did your agent ASSURE me I wouldnt be enrolled in the first place if its required?!? I will never return to Arcadias services on principal I do not appreciate being mislead or lied to and will happily inform anyone who is willing to listen about these shady business practices.Not only was I signed up for autopsy directly against my consent, but they changed the email I use with my utility company so they could sign me up for autopay, and it has been a huge hassle to change it back to my original email so I dont miss a bill and get my electricity shut off. This process has been a huge nightmare and way more hassle than it ever could have been worth. I just want others who are suspicious and doing their research to know you WILL be enrolled in autopay whether or not you agree. I wish Id come across a review like this before putting in my info because its only made my life harder in the midst of a move to another state.

  Business Response

  Date: 08/29/2023

  We are very sorry to hear about your experience **************, but we believe that you have filed this complaint against the wrong company. Arcadia Solar is a residential rooftop solar contractor working in the ******** Southwest, and we do not now nor have we ever done business in **********. We also cannot locate you as one of our customers. If your experience was with another organization, possibly Arcadia Power, we would ask that you please withdraw your compliant against our company. Their website is arcadia.com, while ours is arcadiasolar.com. 

   

  If you believe we reached this conclusion in error, please let us know!

• Initial Complaint

  Date:08/10/2023

  Type:Product 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.

  We signed up with Arcadia Solar for an extension to our existing solar installation. We have received periodic emails and forms to sign, related to the progress of our project. We recently received a notification from *** that we were not eligible for the rate plan that Arcadia Solar said we were eligible for. I have called and emailed Arcadia MANY times, each time being directed to the same person in their sales department. I spoke to her once and emailed her PDF files of the *** documents in question about a week ago and have not heard from her since despite multiple attempts to reach her. I did reach another person at that number who stated that the person I had spoken with earlier was "away from her desk" and she would leave that person a message to return my call. All other numbers for Arcadia Solar take me to her voice mail. (I did try calling their ***** office, where I reached a male voice, but his voice mailbox was full.) We are concerned that Arcadia Solar will bill us for administrative work completed to date if we cancel the project or allow it to close because we are unwilling to sign *** agreements without having our questions answered by Arcadia. I am concerned that the company has gone out of business or is scamming their customers in some way.

  Business Response

  Date: 11/10/2023

  ******************,

  We are very sorry for the delays in your solar project. You made the decision to go solar right before the *** 2.0 grandfathering deadline in **********, securing your right to net metering along with many many other ************ before the new *** 3.0 tariffs went into effect. Unfortunately, the flood of applications to Southern ********** ****** absolutely buried them and their timelines for interconnection application approvals went from weeks to months. While other solar companies (many of whom went out of business as a result) decided to install solar systems prior to approval from SCE, Arcadia did things in the right order for our customers, submitted full and accurate designs to the utility, and waited for their approval before installing your system. Now that your solar has been installed and the city inspection has been passed, the outlook for your timeline to Permission to Operate from SCE is very good, and our other similarly situated customers are getting their solar turned on in 2-3 weeks. Your solar financing payments also have not and will not commence until after your system is turned on and operating and you are seeing the benefits of your solar.

  We regret that the utility timelines caused such delays, but we are confident that we went through the right procedures to ensure the smoothest possible experience for you and our other grandfathered customers. We appreciate your patience and know you will be happy with your solar for years to come. If there is ever a need for service, Arcadia Solar will be here to assist. 

  Thank you.

  Customer Answer

  Date: 11/11/2023

  
  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:10/09/2022

  Type:Customer Service 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.

  As of 09/13/2022 Solar is no longer producing, Arcadia is aware and scheduled repair for 10/9/ 2022. Arcadia failed to show. I have received a bill from ****** Energy for $35.00 more due to this situation. I am also paying a monthly fee for the panels and service which ceased to work.

  Business Response

  Date: 10/10/2022

  ****************,

  We are terribly sorry for the inconvenience and loss of solar that you have experienced. While we only install tier 1 equipment for our customers, from time to time there are equipment issues that cause the need for replacement, as was the case with your SolarEdge inverter. Though SolarEdge is responsible for the equipment warranty and replacement of their defective inverter, Arcadia sent our tech out to perform your swap at no cost to you in order to expedite the repair. Our records indicate that our tech was out to your residence on 10/9/22 and got your system up and producing. If there is something else you believe we should have done, we would like to hear your feedback to improve our service in the future. We thank you for your patience and appreciate your business.

  Thank you sir,

   

  *******************

  Director of Operations

  Arcadia Solar

• Initial Complaint

  Date:09/01/2022

  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.

  An aggressive solicitor barged into my apartment (did not give him permission, the dog ran out when I opened the door to see who it was, and while I was running to get the dog back inside he welcomed himself into my home). This man *****ULENTLY claimed to be from BGE, so I let him stay to hear him out. He asked to see my electric bill on my phone to "see if I was eligible". Stupidly, I gave the man my phone. While he had my phone he ILLEGALLY ENROLLED ME IN SOMETHING WITHOUT MY CONSENT. Once I realized what had happened I told him to change what he had done on my phone and UN-ENROLL me or I would call the police. I asked to see his BGE identification and he flashed an "iSOLAR" badge. He used false pretenses to break into my home and enroll me in something WITHOUT MY CONSENT. He said he could not UN-ENROLL me and that I would have to call "ARCADIA" in the morning. BGE turned into iSOLAR and then into ARCADIA. I called the police and filed a police report for the unauthorized entry and unauthorized enrollment. His name is ***********************, some scum trying to make a quick buck by lying and thieving the average consumer. Worse than this scum is the BUSINESS WHO EMPLOYS HIM AND THESE TACTICS!!!! To have to file a police report on an altercation with a solicitor is NO WAY TO RUN A BUSINESS. I have since stopped my electric service since ARCADIA will not respond to any emails or phone calls that have been made over the last 2 days. I have put in writing that I did NOT GIVE CONSENT to enrollment and that a police report was filed. Having to transfer my electric service and change all of by bank accounts because of the ***** RISK ARCADIA put me in, makes me feel like they should NOT BE IN BUSINESS. I don't know that the ******** ***************** or BBB are even for if businesses with practices like this are allowed to exist. will be SUING ARCADIA and filing CHARGES against the solicitor it I do not hear back IMMEDIATELY from ARCADIA.

  Business Response

  Date: 09/01/2022

  Ms. ******** and our friends at the BBB,

  I was very disturbed to hear about the experience you have been through, and I hope that the responsible parties are held to account. However, I believe this complaint has been filed in error against our organization, Arcadia Solar. We are a residential solar installation contractor operating out of the American southwest and have never done any business in ********. We are not a utility and do not provide electricity services, and we have never been associated with an organization called "iSolar". Our website is arcadiasolar.com if you would like more information about us. 

  I believe that you may have been trying to contact Arcadia Power regarding this complaint, their website is arcadia.com as is the website on the email shown in your attachments. We recognize that this is an easy mistake- this is not the first time a customer or prospective customer of theirs has confused us with them, given the similar name. 

  I sincerely hope that you succeed in remedying your complaint with that organization, and I respectfully ask that you would rescind your complaint with our organization.

  Thank you, and good luck!

   

  Customer Answer

  Date: 09/01/2022

  
  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. SO SORRY FOR THE ****** I WILL RESUBMIT TO THE CORRECT COMPANY... SORRY AGAIN
  
  Regards,
  
  ***********************************