Complaints

This profile includes complaints for Divine Power U.S.A.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Divine Power U.S.A.

  2500 E Belle Terrace Ave. Ste 100, Bakersfield, CA 93307

• 

  Divine Power U.S.A.

  3650 Blue Loop Ln Arvin, CA 93203-9417

• 

  Divine Power U.S.A.

  PO Box 71029 Bakersfield, CA 93387-1029

• 

  Divine Power U.S.A.

  4601 Kimber Ave Ste 107 Bakersfield, CA 93307-6839

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:11/11/2024

  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.

  My solar was not working and after numerous calls to have them come out to check they finally did. It was determined that the solar was not working. It needed the black box replaced. The warranty was expired in October 2023. We have warranty for the rest of the solar for 5 years. The black box was $777.00 which we paid. The box has been in for approximately two weeks and we have called numerous times for a date/time when they will come out and install it. They said as soon as they get a tech free to install. They have not as of this date reached out to me. ****** who sometimes will answer the call, gave me her direct line. That hasnt been helpful to get a date/time to install. Currently we have no solar after all of this. We dont know how long it has not worked. Our tru-up is almost $1900 already. Please help us to resolve this situation and get our solar back to working order. Also, we would like a negative rating to be given to Divine Solar.

  Business Response

  Date: 11/12/2024

  Dear BBB Representative,
  
  We appreciate the opportunity to respond to this customers complaint and provide clarification on the matter.
  
  Our team has been in regular communication with the customer throughout this process. After identifying that the solar system required a new "black box" component, we informed the customer of the necessary replacement part and its cost. The customer paid for the component, which arrived last week, approximately one week after payment was made.
  
  Since receiving the part, we have been working diligently to prioritize and schedule the customers replacement service alongside our other service appointments. Our Service Manager has communicated that we will reach out to the customer to schedule the replacement service as soon as our service schedule is being coordinated to add the customer.

  Side Note As of a few minutes ago I spoke to Mrs. ******* and let her know that we will reach out to her tomorrow and let her know when we can go out to service them. 
  
  We are committed to resolving this matter promptly and ensuring the customer's solar system is fully operational. We appreciate the customers patience and understanding as we coordinate our service schedule.
  
  Thank you for your assistance in addressing this concern.
  
  Sincerely,

  Divine Power USA

• Initial Complaint

  Date:09/03/2024

  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.

  Divine Power installed the wrong size MPU for the square footage of my home. I need them to install the correct MPU to accommodate my Electrical/Solar system.

  Business Response

  Date: 09/10/2024

  Dear ******************************* and BBB Team,
  
  Thank you for bringing this matter to our attention. We would like to provide clarification regarding the Main Panel Upgrade (***) performed for ************ De La **** at her property.
  
  The *** installed was a 100-amp panel, which was determined based on the load engineering calculations for the customers solar system. This size was specified to meet the requirements for the solar installation, ensuring that the system would operate efficiently and within safety guidelines. At no point during the sales process, nor within the signed contract, was there a request or mention from the customer that a higher amperage *** was desired by the customer. We installed the *** according to the specifications provided by our engineering and operations department, as this was the requirement for the solar system.
  
  Additionally, the City of *********** approved the plan sets that our Drafting and ********************** submitted, allowing us to proceed with the installation at the 100-amp capacity for the Main Panel. This approval confirms that the installation was compliant with all relevant codes and standards.
  
  During our recorded Welcome Call with the customer, no mention was made regarding a desire for a 200-amp installation. This call, which we will upload as an attachment, further supports that the 200-amp installation was never requested before hand. 
  
  We will also be attaching the Final Inspection Card, signed by the City of ******************** ********************** which verifies that the installation passed all inspections. Additionally, we are providing the *** application which PG&E approved as per the qualifications of the plans submitted to PG&E for the solar system. Furthermore, the customer signed the solar contract which does not mention any 200 amp Main Panel Upgrade. I will be submitting that as well.  
  
  Please let us know if any further documentation or clarification is needed.
  
  Sincerely,
  
  Divine Power USA

   

  Couldn't upload the Welcome Call Recording before the recording file was too big if there is another way to send it, please let me know. Thank you! 

   

• Initial Complaint

  Date:08/08/2024

  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.

  Divine Power installed my solar in Dec 2021- Jan2022. We have had several roof leaks that have come through to the drywall. We have attempted to content Divine several times over the years. They have sent out people to "repair" the roof on 2 occasions. But, the "repair" never worked and we still have leaks. Divine is no longer responding to calls or texts. It seems the only way they will respond is with a BBB complaint.we have areas of broken and missing tiles around and under the installed solar panels. and our underlayment is falling apart now.

  Business Response

  Date: 08/13/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to respond to the concerns raised by our customer regarding their solar installation.
  
  We are aware that the customer experienced some issues with roof leaks; We deeply regret the inconvenience and stress this has caused.
  
  Please know that we take these concerns very seriously. We are currently in the process of reassessing the service provided and will be consulting with our upper management to determine the most effective course of action moving forward. We are committed to finding a long-term solution to address the customer's concerns.
  
  We apologize for the lack of communication from our team in recent times and assure you that we will be reaching out to the customer promptly to discuss the necessary steps to rectify the situation.
  
  Our priority is to ensure that our customers concerns are discussed and addressed. We appreciate your involvement in helping us reach a resolution and are dedicated to bringing his issues to a prompt resolution.
  
  Sincerely,
  Divine Power **************** Team

• Initial Complaint

  Date:05/28/2024

  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.

   I am rejecting this response because:
  
  This response is factually false on all counts. 

  On the point of alleged hostility and rudeness, I have the entire written record of my communication with this company which if necessary can be provided to BBB for objective review. You will find no evidence of such behavior. Not that the existence of such behavior would have been sufficient reason to violate a contract. 

  On the premature escalation of the matter legally, again the communication history can be provided. The escalation happened after over a year had passed with no foreseeable date for installation. ****************** does not have spare funds to spend on lawyers unless deemed absolutely necessary.

  On the issue of payment for permit transfer, this complaint is the very first time I am being provided the option or the invoice (further evidenced by the fact that this invoice is date 29-May-2024). Maybe if the business had actually responsibly called me and communicated we could have skipped this complaint. 

  In terms of the path forward, I am willing to pay for the *** costs to get it transferred. I am not sure why I am being charged for the permit costs as I understand I will have to re-do the permit and pay for it anyhow. Having said that, as long as I have commitment that the permit is getting transferred to the contractor of my choice, I have no problem paying for the upfront costs.

  Business Response

  Date: 05/29/2024

  Dear BBB,
  
  We appreciate the opportunity to respond to the complaint filed by Mr. ****** Rasooli.
  
  We acknowledge the issues raised by ****************** but feel it is important to provide context from our perspective. ****************** has exhibited consistently rude and hostile behavior towards our staff throughout our interactions. This unprofessional conduct created a difficult and stressful working environment for our team.
  
  Additionally, when we were prepared to proceed with the installation, ****************** involved lawyers before the installation could commence. This escalation significantly complicated the situation and prompted our upper management to reevaluate our position. Due to the numerous issues and confrontations with ******************, upper management decided that it was in the best interest of our company not to move forward with his installation.
  
  Concerning the *** application, we have sent ****************** an invoice for the application fee. Once this invoice is paid, we are more than willing to release the application to him so that he can proceed with his new installer. Our goal is to resolve this matter amicably and professionally, but it requires cooperation from ****************** as well.
  
  Please let us know if there are any further questions or if additional information is needed.
  
  Thank you for your understanding.

  Divine Power USA

  Business Response

  Date: 05/31/2024

  Dear BBB,
  
  Thank you for providing Mr. ******** response to our initial statement.
  
  We understand Mr. ******** concerns and wish to clarify our position further.
  
  Regarding Alleged Hostility and Rudeness:
  Our characterization of ********************** behavior is based on multiple interactions over an extended period. While we acknowledge that perceptions of rudeness can be subjective, our staff experienced these interactions as hostile. However, we understand that this is Mr. ******** perspective and appreciate his offer to provide communication records for review.
  
  Legal Escalation:
  We respect Mr. ******** perspective on this matter. The decision to involve lawyers came at a time when we were preparing to move forward with the installation, which added complexity to the situation. We regret that this has led to the current state of affairs.
  
  Payment for Permit Transfer:
  We apologize if our communication regarding the invoice was not timely. The invoice was uploaded to the BBB portal for customer to view. Our intention was not to withhold information but to resolve the situation professionally.
  
  Path Forward:
  We are committed to resolving this issue amicably. We have sent ****************** an invoice for the *** application and Permit Application, and upon payment, we are prepared to release the *** and Permit to ******************, so that he can proceed with his new installer. We assure ****************** that the permit transfer will be handled promptly once the payment is received.
  
  In summary, we are more than willing to move past any disagreements and facilitate the completion of the necessary paperwork. We hope to conclude this matter swiftly and satisfactorily for all parties involved.
  
  Thank you for your understanding and assistance.
  
  Sincerely,

  Divine Power USA

  Customer Answer

  Date: 06/19/2024

   I am rejecting this response because:
  
  Hello ********, 
  
  The company has been non-responsive. I have called and sent emails. The invoice they provided does not have payment information. Furthermore, the invoice does not come with a guarantee or legal contract that the services will be provided which is necessary at this point given their prior record of violating the contract.
  
  Attached you will see a screenshot of the email chain where I responded to their sending of the invoice only to get no answers (as has been the case for over a year now).
  

  Business Response

  Date: 06/20/2024

  Dear BBB and ******************,
  
  Thank you for bringing this matter to our attention. We would like to address ********************** concerns and clarify our position.
  
  Firstly, we apologize for any perceived lack of communication. We were under the understanding that since the invoice was sent out to the customer and details were explained to the customer, we were all on the same page regarding what needed to be done so we could move forward.
  
  Regarding the invoice, we have included the necessary payment details in the invoice, which has been sent to ******************. We assure ****************** that once the invoice is paid, we will honor our end of the *** interconnection release.
  
  As the BBB is mediating this case, we will keep you informed of all developments. Upon receipt of the payment, we will promptly release the *** interconnection back to ****************** and notify the BBB to confirm this action has been completed. We will send a copy of the release email that gets sent to us and we will forward it to the BBB as well. 
  
  We appreciate your understanding and patience as we work to resolve this matter to the satisfaction of all parties involved.

  Best regards,

  Divine Power USA

  Customer Answer

  Date: 06/21/2024

   I am rejecting this response because:
  
  I have attached the invoice that was sent to me which is the same that was responded to this complaint with. As you can see, there is no payment information.

  Business Response

  Date: 06/24/2024

  To BBB,

  We have sent another Invoice to the customer to make it easier for him to make the Payment it is via Quick Books Intuit. I attached the screenshots of the ** Invoice that way the link can make it easier to make the payment. 

  If you have any questions please feel free to contact us back. 

  Thank you, 

  Divine Power USA

  Business Response

  Date: 08/13/2024

  Dear BBB, 
  
  This is in response to complaint ID ********, and I would like to clarify the following issues as requested.
  
  We understand the consumers concerns but as we explained in numerous occasions, as per our policy, the invoice must be paid in full before we can proceed with transferring the permit. The consumer was notified of this requirement, and we have not received payment as of yet.
  
  Please be aware that if the invoice is not paid by August 30, 2024, we will be forced to cancel the *** 2.0  (Net Energy Metering) Application. This cancellation would result in the loss of the *** 2.0 status, and we will not be able to transfer the permit to any other contractor before payment is received.
  
  We kindly ask the consumer to address this matter promptly to avoid any further issues.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,

  Divine Power USA 

  Customer Answer

  Date: 08/06/2024

   I am rejecting this response because:
  
  I have no problem paying the invoice. I have provided Divine with the information of the entity to transfer the permit to via an email to **** (see attached). No response to the email. I have also tried calling to no avail; no one picks up. 

  Once the new contractor confirms receipt of the *** permit I will promptly pay the invoice. As is customary, invoices are paid after services are delivered.

  Business Response

  Date: 08/06/2024

  Dear BBB,
  
  I am writing to respond to the complaint regarding our business's handling of the *** permit and the *** 2.0 application. We understand the complainant's frustrations and appreciate the opportunity to clarify our position and the circumstances surrounding this matter.
  
  Permit and *** 2.0 Application:
  Divine Power USA acknowledges that we have obtained the permit under our name and submitted for the *** Application, aligning with the initial project timelines to secure eligibility for the *** 2.0 rates.
  
  Despite our efforts to move the project forward, it was out of our hands to push forward with the project; we let the customer know that we would not be able to move forward with the Solar Installation, we must emphasize that the transfer of the permit and the completion of the *** application are contingent upon the payment of the outstanding invoice. We have communicated this requirement multiple times and reiterate that the transfer of the permit is a straightforward process, typically completed within seconds once we release it. We even suggested involving the BBB and letting the BBB know once it was completed after payment is made.
  
  We want to stress that we have no intention of withholding the permit or causing any delays maliciously. However, until the invoice is settled, we are unable to release the permit or proceed with the *** application. We have sent a copy of the Invoice to the customer and attached where he can pay this. He can even send a check to us at Divine Power USA **********************************; once we receive the payment we can release everything. 
  
  We hope this response clarifies our position, and we look forward to resolving this matter amicably.
  
  Thank you for your understanding and cooperation.
  
  Sincerely,

  Divine Power USA

  Customer Answer

  Date: 08/05/2024

   I am rejecting this response because:
  
  Hello, 
  
  This complaint has not been adequately addressed. I have now identified a new contractor and as soon as the *** is transferred to the new contractor I will pay the invoice.
  
  However, the business is not answering. 
  
  Ashkon
  

• Initial Complaint

  Date:02/26/2024

  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.

   I am rejecting this response because:
  
  I notified ********************************* at the company that i was available on Mondays mainly in the afternoon. On February 20th I advised I would be home at 2pm on February 26th. I did not receive a reply email or phone call advising if the ************* was good. I was home at 145pm and waited until 6pm in good faith.No one showed or called. The company has not reached out since February 19th to schedule a Monday, my only day off, for repairs. 
  

  This company does not do their due diligence to schedule appointments. They point blank tell you someone is coming out with absolutely no notice. Good businesses are not run that way and they need to consider that their customers have jobs too and can not just sit around waiting for them and loosing a days worth of wages.

  i am available March 11th , Monday after 9am.

  respectfully,

  ***************************;

  Business Response

  Date: 03/03/2024

  Dear BBB Bureau,
  

  
  We regret any inconvenience experienced by the customer and appreciate the opportunity to address the issue.
  
  We have made multiple attempts to resolve the customer's concerns, including sending an employee to assess the situation and confirm the cause of the roof leak.
  
  We have been actively working to schedule repairs for the customer's ceiling. However, due to conflicting schedules and the customer's request for service exclusively on Saturdays, which is a day we do not typically operate, we have encountered challenges in coordinating a resolution.
  
  We want to assure the BBB Bureau and the customer that we are committed to resolving this issue promptly. We are willing to explore alternative solutions and are open to scheduling repairs during weekdays to resolve this issue 
  
  We apologize for any delays in communication and service, and we remain dedicated to providing a satisfactory resolution for the customer.
  
  Sincerely,
  **********************

  Business Response

  Date: 03/11/2024

  Dear BBB,

  
  We appreciate the opportunity to address the concerns raised by ********************************* in their recent complaint. We want to extend our apologies to the customer for any inconvenience and or miscommunications involving our company and ******************.

  
  Upon reviewing the details provided, it appears that there was a misunderstanding regarding the scheduling of the appointment and communication thereafter. We acknowledge the importance of respecting our customers' time and ensuring transparent communication throughout the appointment scheduling process.

  
  In response to the complaint, we would like to clarify that we are taking immediate steps to rectify the situation. We will be reaching out to ****************** directly to schedule a convenient appointment time for our team to assess and address the customer's concerns.
  
  Thank you for bringing this complaint to our attention, and we appreciate your assistance in facilitating resolution.
  Sincerely,

  Divine Power USA

• Initial Complaint

  Date:01/12/2024

  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.

  I will not accept their response. They system was working fine until about November-December when there was a rain and I noticed the water leak in my ceiling. They came February 28th to fix the leak but that same day they turned manually my solar panels and this was confirmed by one of the technicians that came to my house. I have his name and information. My solar panels were turned off I assume so they can work on them but they forgot to turn them on again. Im not left with a high true up bill and damaged ceiling. I have attached proof previously so I will not attach again.  
  
  ing changed. Now the months go by and I'm waiting for them to come again but I check my PGE and it says I owe about $1300 in my true up bill whichi s crazy! Finally a "pro technician from solar divine" came to check why my true up bill was high and that the solar panels weren't working besides the ceiling being damaged by water. He checks outside and finds out the day they came to "fix" the water leak on February 28th was the day my solar panels were turned off manually by one of the technicians and he never turned it back on. It's like I didn't have solar panels at all. So now I'm left with a damaged ceiling because now it's worse and a high true up bill that I'm paying month by month plus the solar loan plus the **** I have reached out to them multiple times and it seems like they don't care and are just waiting for a lawsuit. My dad even went in person and they said they would fix but nothing has been done since last year. This is my last resource. I need money to fix my roof!

  Business Response

  Date: 01/18/2024

  Dear BBB,
  
  We appreciate the opportunity to address the concerns raised by Mr. *************************** and his daughter ********, in the recent complaint (BBB Complaint ID: *********. Our commitment to customer satisfaction is paramount, and we are eager to provide a comprehensive response.
  
  Firstly, we are pleased to learn that ****************** has been benefiting from the solar production. We understand the importance of such systems, and we are dedicated to ensuring a better experience for all our customers.
  
  Upon reviewing the complaint, about true up bills first we want to make reference that  Permission to Operate from PG&E was not granted by PG&E until 8/16/2022. We have attached the Permission to Operate Notice from PG&E for your reference. Our records indicate a temporary interruption due to a lapse in authorization from PG&E since the system was not supposed to be turned on until Permission to Operate is granted by the **************** and we sincerely apologize for any inconvenience caused. Our reports and records show that customer has been benefiting and producing from their solar system. 
  
  To further assure you of the system's functionality, we have attached reports as proof that the system has been working and producing electricity since the moment of installation.
  
  In response to the reported leaks, we take this matter seriously. To address any potential issues caused by our installers, we will be sending out tomorrow 1/19/2024 our technicians to assess and rectify the situation. Our team is committed to resolving these concerns promptly and ensuring that ********************** solar system operates optimally and that any other issue is addressed accordingly.
  
  We appreciate your understanding and cooperation in this matter. If you require any additional information or have specific preferences regarding our response, please feel free to communicate them to us.
  
  Thank you for your attention to this matter, and we look forward to any guidance that you may suggest in resolving these issues to everyone's satisfaction.
  
  Sincerely,
  
  Divine Power USA
  **********************************

  Business Response

  Date: 01/18/2024

  Dear BBB,
  We appreciate your continued assistance in resolving the concerns raised by Mr. *************************** and his daughter in their recent complaint (BBB Complaint ID: *********.

  We understand that the consumer has rejected our initial offer, and we are committed to addressing the issues to the best of our ability.
  

  As proposed in the initial offer we are willing to send our team out tomorrow to assess and fix the reported leaks promptly. However, it is crucial for us to have access to the property to accurately assess the damages. If the customer is not allowing us on the property, it poses a significant challenge in providing the necessary assistance.
  

  We value ********************** satisfaction, and our team is ready to take immediate action upon gaining access to the property. Please convey to the consumer that cooperation in granting access will enable us to assess the damages comprehensively and take appropriate measures to resolve the reported issues.
  

  We appreciate your continued support in facilitating communication between the parties involved. If there are any specific details or instructions from the consumer that we should be aware of, please convey them to us.
  Thank you for your understanding, and we look forward to a cooperative resolution.
  

  Sincerely,

  Divine Power USA

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

  Customer Answer

  Date: 01/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******* and I accept their response and hopefully they will fix my roof. They did come on Friday but they said they would have someone come over this week to check where the leak is coming from. I never refused to let them in. The reason I rejected the first response was because they had mentioned that my solar panels were working fine all the time but like I had said before the solar panels worked fine until around February 28th it said they had stopped showing activity. I will attach the months that I had 0 production from the solar panels and it's a total of 4 months and that's when my true up bill went really high. Then as you see in the pictures in July they started working again and that's when their technician came to manually turn on the solar panels after one of their technicians had previously turned them off I don't know for what. I'm still paying that true up bill in monthly payments plus my PGE. I hope they fix my roof now that they will come this week and we settle this problem. As of today Jan 22, **** I attached an image stating that my system hasn't reported data to Enphase since Jan 19, **** so I'm not sure if they're not working yet again. The technicians came on Jan 19th to check the system.

• Initial Complaint

  Date:01/03/2024

  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.

  At the beginning of April, 2023 I contracted with ****** Power *** of ***********, ** to add solar to my home. A few days after contacting them they sent a crew to my home and placed the solar panels on my home without the proper permitting from the ******************. As of today, January 3, **** I still do not have solar power, since they never could get proper permitting from **********. It has been 10 months. They do not return calls, they do not call me to let me know the status of my permit. There is a total lack of communication and I am done with them. I have asked the to remove their equipment from my home by January 15th. If they do not comply with this request I will have my roofer remove their panels and dispose of their equipment.

  Business Response

  Date: 01/05/2024

  Dear Better Business Bureau,
  
  We appreciate the opportunity to address ******************************* concerns outlined in her complaint with your Bureau. We understand the importance of resolving customer complaints, and we take ******************** feedback seriously.
  
  **************** contracted with Divine Power USA for a solar installation at her residence in April 2023. We acknowledge that there have been delays in obtaining the necessary permits from the ******************, resulting in a frustrating experience for *****************
  
  Our records indicate that we have been actively working with the ****************** to address permitting issues, including the submission and resubmission of necessary corrections. Despite these challenges, ******************** solar system is operational, and she is currently benefiting from the clean energy it generates as per our records there is no Permission to Operate and we have not yet activated this system on our end.
  
  We recognize the need for effective communication throughout this process and have implemented measures to enhance our communication channels and ensure that timely updates are provided to our customers.
  
  In response to ******************** concerns about the behavior of our staff, we take this matter seriously and will conduct an internal review to address any potential lapses in professionalism. Our commitment is to maintain a respectful and professional relationship with all our customers. It is important to note that, even though the updates we provide *** not be what **************** wants to hear, we want to assure the Better Business Bureau that we are actively working towards a resolution that meets ******************** expectations. We also wanted to make it known that our staff has made it known that **************** has been hostile towards our Divine Power staff, and while we acknowledge her feelings, our staff remains committed to resolving the issues amicably.

  We want to assure the Better Business Bureau that we are actively working towards a resolution that meets ******************** expectations. We appreciate her patience during this process and are committed to addressing her concerns promptly and are actively working with the ****************** to get these issues resolved.
  
  If there are further details or specific inquiries that the Better Business Bureau requires, please do not hesitate to contact us directly at ************.
  
  Thank you for your attention to this matter.
  
  Sincerely,

  Divine Power USA

• Initial Complaint

  Date:08/17/2023

  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 rejecting this response because:
  
  I feel that the letter is a generic BS. They did come out but try to blame the delay and failing of inspection on me even though their guy spent 4 hours correcting issues so we could pass the next inspection. They are moving forward but I don't like that they reneged on the 10% discount and is threatening.
  nty we're never submitted. As a matter of fact he demanded final payment or I would not get the letter that the city was for when she was paid he turned off. I have all emails and text messages to prove the validity of my complaint

  Business Response

  Date: 08/23/2023

  We appreciate your feedback. We are genuinely sorry to hear that things were not to your satisfaction, our customers satisfaction is always important to us, and we are committed to addressing the concerns you have raised.
  We were informed by you that you wanted to complete the final inspection yourself. There was a permit along with a permit# but it had to be resubmitted to reflect requested changes to the final install causing a delay for the final inspection and since you refused to have our technicians schedule and complete inspection, it made it difficult for us to complete the process since you are still insisting on completing the inspection yourself, you would need to inform us once the final inspection has been completed. Our Staff is here to assist if you run into any difficulties. Please remember we would need a copy of your final inspection card that way we can submit for your NEM Interconnection, to get approval to turn on and leave your solar system operating.
   We also want it to make it known that not until we get the Final Inspection Card, can we get Permission to Operate from the **************** We have turned on and off the system at different stages of our install process for testing purposes and it needs to remain off until final inspection and Permission to Operate is approved Once the final balance is paid in full; which is already outside the terms on the signed contract. Then and only then can we Turn on the Solar system. 
  We apologize for any inconvenience and or confusion you may have faced.  We value all our customers and strive to provide a positive experience for everyone. We are always willing to keep you informed and up to date with any kind of changes and updates regarding your accounts.  We take your feedback seriously and will use it as an opportunity to improve our services.

  Update: Customer has paid 90% of his contract when we get the *** from the *************** and we get the remaining balance paid we can turn on the system. 

• Initial Complaint

  Date:08/02/2023

  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.

  Contract signed November 2022. Signed contract specifying job completion in February 2023 and payments start on April 2023. We are still waiting for completion of the project. As of today, August 2nd, panels are not connected to the grid, and we are making the fifth mortgage payment on a system that is not a gain for my family but a loss.Supposed work to be done Friday with PG&E but with so many failed promises and for Divine not answering or returning calls, I have great doubt if this project will ever move forward without some 3rd party help. Already contacted ******, the company I took out the loan from, and they seem to only act like they care via email, but told me over the phone they can't ( won't) help me in any way.

  Business Response

  Date: 06/05/2025

  Mr. ********* complaint relates to delays in completing his solar project and the associated financial impact. After a thorough review, we would like to provide the following clarification:
  
  The project experienced delays primarily due to PG&E's Main Panel Upgrade (MPU) requirements and derate review process, which were outside of our direct control. These delays are common in the solar industry, especially when utility approvals and interconnection processes are involved. We communicated updates to the customer as we received information from PG&E, but we understand the frustration this caused.
  
  We are pleased to confirm that the solar system has been fully installed, interconnected, and is now fully operational. The customer is now able to enjoy the benefits of their solar energy system.
  
  
  If the BBB has any additional questions or would like further documentation, we would be happy to provide it.