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:03/31/2025

  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 have been trying to get ANYONE from Fuzion Energy to get in touch with me (left vm, text, etc.) regarding the system they installed on our home (final quality control inspection was on 30 September 2024). It did work for a bit, but has not been working for some time now (first I noticed was end of February / beginning of March). Zero (0) energy production, even on that day last week that we had 90 degree F weather.

  Business Response

  Date: 04/08/2025

  Thank you for bringing this matter to our attention. We apologize for any communication challenges that ***** has encountered. It appears there were difficulties on both sides in reaching one another.
  Regarding the system, we had a technician visit ******* property yesterday. After a thorough inspection, the technician confirmed that the system is fully operational and producing energy as expected.
  We remain available for any further support. -Fuzion Energy

• Initial Complaint

  Date:11/13/2024

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Our contract with Fusion Energy said that the panels that they installed would produce 19.1 megawatts of power for over 8 months 12 of the panels or more did not work we barely produced 12.5 megawatts and had a $1,450 true up I was told by Mr ****** ****** that if they didn't if we did not make the amount they promised it would be on them they would have to make it right they have not they're refused to they won't even accept my calls anymore their panels did not produce what the contract promised and they will not reimburse me

• Initial Complaint

  Date:05/04/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 kind of skeptical of getting solar panels in the first place because we've heard about large tru up bills, but the sales person promised us that if we had a bill after the first year, the company would take care of it. So we went ahead with the panels. After installation everything was working well, I would check the app often to see what we were producing. About 4 months in, one day the app stopped working. I waited a few days to see if it was just an issue with the app but it wasn't reading any production. I contacted Fuzion on 7/21, they said everything looked fine on their end. The panels were producing I had just lost contact with the app. We tried many things and I couldn't get back in. To this day, nearly a year later, and after multiple attempts, I still cannot see my production. I kept calling on 8/11 I have a text saying the system was working & anyway winter would offset any bill. They finally agreed to send someone when I told them the lights on the box outside were not on. It turns out the panels were NOT producing. Mind you, it's summer & I'm seeing a HUGE projected bill, but I'm not worried because I've been on top of everything and Fuzion said they'd take care of the first year. Well I have tried contacting them now that my tru up bill is due and no one will get back to me. I got ONE text saying they would review the bill and someone would get in contact in a few days. I waited a month and sent a follow up text and NOTHING. I made a payment arrangement for the tru up bill and have been paying while waiting for someone to get back to me. Fuzion, you should have sent someone immediately when I told you our panels were not showing production, the panels were new so I had no reason to doubt what you were telling me. I should have gotten a refund from PG&E & instead I'm paying for your faulty equipment. At least have the decency to tell me what the fine print was. Because I'm SURE you have a reason you won't pay.

  Business Response

  Date: 05/16/2024

  Hi there, 
  Conversations back and forth with the customer started March ********* requesting a photo of the inverter and a copy of the energy bill. Pictures of inverter and bill were sent in same day. We reviewed the information and everything was functioning as expected. We had a representative reach out May 8th to schedule an in home system check, so far there has been no response from the customer. Therefore, we request this case be closed as we did our due diligence and did not get a response from the customer after we requested a home system check. 

  Customer Answer

  Date: 05/17/2024

   I am rejecting this response because: we responded the same day and you came out and did a system check on May 9th. However, your tech said the system never stopped working last year (even though you came to change the box because the system wasnt working). Im not sure what that statement was supposed to accomplish. The deal was if we had a tru up bill, it would be taken care of and we would discuss adding more panels. What the person who came out said was you used more electricity than you produced. Isnt that literally what a tru up bill is? At this point were just going around in circles, and I still dont have a response. This was a big investment on our part, but felt a little better about it because we thought we wouldnt need to worry about a big tru up bill the first year. Im getting the sense that we were lied to.

• Initial Complaint

  Date:03/15/2024

  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.

  Fuzion Energy installed my solar system on November 16,2024 and today is March 14, 2024 and my solar system still does not work and never has. They have sent out the technicians and replaced just about every part. I have called and emailed the owner/ salesperson ***** dozens of time and he NEVER had returned any calls or emails. I have also called ****** and still nothing. I am paying on a loan that I am not even getting any out of. This is the second solar system and artificial turn that I purchased from them and this is absolutely the worst experience that I have every had with a business.

  Business Response

  Date: 03/20/2024

  Hi there, 

   

  Fuzion Energy will be onsite along with the manufacturer this coming Friday, March 22nd to address this site. If you have any questions, please feel free to reach out to us at ************. 

   

  Thank you, 

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 6/13/23 i reached out to ******************************* about having issues with my solar system shutting on and off throughout the day. He stated he would look into it. He stated production looked good from their end except for the dips in production throughout the day. Told me to cal solar edge to trouble shoot. Solar edge told me its the installers responsibility. July 18th i still havent heard back. Checked in again on July 31. Was told someone from operations would call me. Nothing.Checked in 8/7 stating nobody has called about this. **** came out 8/14 to troubleshoot. He discovered an entire string of panels is down because of a bad optimizer. Didnt have parts to fix that day. **** extend me 8/23 saying he was on his way. 30 min later i get a call from the office saying the techs out with ***** and they would reschedule. Texted **** 9/6 to find out when they are coming next. He stated Monday 9/11 around noon and i confirmed. Nobody showed up. Called 9/11 around 4 pm to see if they were a still coming. The office stated i wasnt scheduled. Stated they would call when they had a day available. I have called weekly since then to get this sorted and every time i call everyones in a meeting and i cant interrupt them or Ill have someone from operations get back to you not once have i received a call back.

  Business Response

  Date: 04/03/2024

  We acknowledge the inconvenience caused by the situation on our last scheduled visit to their property. We allocated significant resources, including driving for two hours, to arrive at the agreed-upon time. Unfortunately, the last segment of the journey to the property does not have cell service, and upon arrival, there was no one available to ***** us access during the scheduled window.
  
   
  
  We must ensure the safety of our team and respect property boundaries, which is why our technicians are instructed not to enter a property without explicit permission from the homeowner. While we understand the customer provided a code to their property, we maintain a strict policy against trespassing without the homeowner's presence.
  
   
  
  Considering the resources dedicated to this visit, including a full day, drive time, and fuel, we requested reimbursement for the missed appointment before scheduling another visit. Our intention was not to inconvenience the customer but to address the missed appointment in a way that respects the commitments of both parties.
  
   
  
  We are willing to revisit the property to resolve the issue with the solar system at considering they pay our service charge, and provided we can agree on a new appointment where the homeowners presence is guaranteed. Our goal is to ensure their solar system is fully operational and to address their concerns as efficiently as possible.
  
   
  
  *************************** | Executive Assistant
  
  ********************************

  Customer Answer

  Date: 04/03/2024

   I am rejecting this response because:
  Fuzion energy did not confirm the date they supposedly showed up for repairs. I have extensively reviewed camera footage and do not show them ever showing up. Our cameras have clear view of our front gate where they would have pulled up to if they did in fact show up.

   

  Nothing was mentioned about a bill for months of me calling trying to figure out what was going on with the repairs. Every time i call the office the secretarys state that everyones in a meeting and someone will reach out within a day or 2. Never once did i get a call back. I was calling everyday or every other day for 4 months trying to get answers on this. Then one day they transfer me to accounts payable stating i have a open balance. 
  

  I had the same treatment after the system was installed and didnt get PTO for 9 months. Nobody wanted to give me answers or show up to right the situation.

   

  i was told months about that i would be given proof of them showing up via GPS trackers on their vehicles and requested it multiple times. They never bothered to show that either. 
  

  the only confirmed date from Fuzion was for august 23rd 2023. The tech (****) texted me he was on his way, then 30 min later the office called to cancel the appointment because supposedly he had *****. There was no further communication about a scheduled date from then.

  
  

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased a solar system from Fuzion Energy, located at *********************************************. ***** (previously located at **********************************************************). My solar system was installed in April 2019. I had no issues with the system, and it was generating solar power. and up until May of this year, my monthly bills from PG&E reflected a credit balance. In May, I received a bill from PG&E stating that I owed $865.35 (and a subsequent bill for $ *****). When I called PG&E, they very graciously reviewed my bill with me and showed me that my solar system was not working and that my system was generating zero power. Upon further review, my bill showed that my system had been down for months. Again, up until this point, my PG&E bills reflected a "no payment due"balance. I contacted Solar Fuzion and primarily interacted with their Operations Director, ******. My inverter had failed, and my system had been down for months! A new inverter was installed but then I was told that the antenna on my system was not compatible with the inverter, which meant that there was no communication between my system and their monitoring service, SolarEdge. a. My contract clearly states that any additional charges that I may incur from the utility company are my responsibility EXCEPT "product failure of any kind covered under warranty" and that Fuzion will provide 24/7 web accessible monitoring to the customer. Despite, countless calls to ******************** over the past four months, I still do not have an functioning antenna nor a refund. They do not: - provide 24/7 on-call support as stated in their contract. -provide 24/7 web accessible monitoring to their customers as stated in their contract. - provide a prompt response in the event one's system stops working as stated in their contract. - honor their 25-year warranty for their inverters, which includes FULL parts and labor. - monitor if a system goes down or fails.

  Business Response

  Date: 09/25/2023

  Thank you for bringing this matter to our attention via the Better Business Bureau. We understand that you have concerns regarding your solar system and its functionality.
  
  Your solar system was installed in April 2019, and according to your report, it provided years of service and credit on your PG&E bill. We acknowledge the failure of the inverter and have addressed it by installing a new one. As for the antenna compatibility issue, this is being worked on.
  
  It's essential to note that while our contract specifies that we offer web-accessible monitoring, not having this service temporarily due to the antenna issue does not mean your system is not working. Your PG&E statements are an alternative way to verify whether your system is functioning as expected.
  
  Our contract does not guarantee zero utility bills, so additional charges you may incur from the utility company are your responsibility, unless they arise from a "product failure of any kind covered under warranty."
  
  We are committed to resolving your concerns.
  
  Best regards,
  Fuzion Energy **************** Team

  Customer Answer

  Date: 09/27/2023

   I am rejecting this response because:
  
  September 27, 2023
  *****************************;
  Accreditation & ***************** Lead 
  ********************************************************
  Phone: ************ Ext: 318

  
  Good afternoon, ******************,

  
  Thank you for sharing the response that you received from Fuzion Energy. 

  I am rejecting the response from Solar Fuzion because it fails to address my concerns and it fails to give a specific date as to when the issues will be resolved.  Specifically:

  1.  My refund of $876.75,

  2.  My replacement antenna installed and

  3. Assurance that my web accessible monitoring account is active and functioning. 
  

  Please see my attached letter with more specifics.
  
  Respectfully submitted,
  
  ******** Board
  

  
  

  Business Response

  Date: 10/02/2023

  ********, 

  I want to clarify Fuzion Energy's policy on this matter. While we strive to deliver the best service and products, we cannot guarantee energy production levels nor do we offer reimbursements for lost production. Our agreement specifies that the responsibility for monitoring system performance largely falls on you as the system owner. 
  
  You are the first line of defense in determining if your system is functioning correctly. There are several ways you can keep tabs on its performance:
  
  1. Monitoring App: Regularly log into your monitoring app to review real-time data on energy production.
  2. Inverter Checks: Physically examine the LED displays on your inverter, which will indicate whether it's in operation.
  3. Utility Statements: Keep an eye on your monthly utility statements. Any significant changes in your electricity bill may point to a system issue.
  
  These methods are meant to serve as your indicators for performance and are sent to your billing address for review and payment. 
  
  If you have concerns about your system, we are more than willing to troubleshoot issues and make any necessary repairs. Our team is available to provide technical assistance to ensure your system is operating as intended.
  
  Thank you for your understanding, and please don't hesitate to reach out if you have further questions or require additional assistance.
  
  Best regards,
  
  Customer Support Team  
  ********************

  Customer Answer

  Date: 10/08/2023

   I am rejecting this response because:

  October 7, 2023
  *****************************;
  Accreditation & ***************** Lead 
  **************************************************
  
  
  Good morning, ******************,
  Thank you for resending the email with the response received from Fuzion Energy. I did not receive your initial email from October 3, 2023.
  

  I am rejecting their response because, again, they failed to address the three issues I specifically asked to be addressed:
         1.  My refund of $876.75,
         2.  A definitive date as to when my replacement antenna will be installed and
         3.  Assurance that my web accessible monitoring account is active and functioning. 
  
  In their most recent response,they stated that we cannot guarantee energy production levels, nor do we offer reimbursements for lost production.  I never asked for a guarantee on energy production levels but the reimbursement of $876.75 is clearly their responsibility as outlined in my ******************* Agreement, page 5, section ****, Homeowner agrees they have been made aware of any and all potential charges the utility company may charge at the end of the year otherwise known as a true up bill. Furthermore, the homeowner agrees to hold fusion energy blameless and any additional charges that they may incur from the utility company EXCEPT PRODUCT FAILURE OF ANY KIND COVERED UNDER WARRANTY. My system/inverter failed and is covered under warranty.  Therefore, the charges I incurred are a direct result of the system failing.  Fuzion acknowledged that the inverter failed and replaced it.  They now need to acknowledge their responsibility for reimbursing the charges I incurred. 
  

  As far as monitoring the system, the Fuzion app is no longer functioning.  Apparently, it was disabled when Fuzion decided to engage the services of Solar Edge for providing their web accessible monitoring.  I am unsure as to when this transition occurred.  I was never notified that the app was disabled nor notified that I needed to establish an account with Solar Edge. At the present time, because I do not have a functioning antenna, I am unable to monitor my energy usage because my system is not communicating with Solar Edge.    

  
  I have no problem regularly checking the displays on my inverter, but this recommendation was never given to me until my inverter failed and I was asked to check it when I called the office.  And as far as regularly checking my utility statements, this is how I identified that something was wrong when I received the bill for $876.75. 

  
  I have filed a formal complaint against Fuzion Energy through the **************** ************* and have contacted my attorney.  I have tried to address my issues amicably but to no avail. 

  It is unfortunate that this has to escalate to this level.  Fuzion Energy needs to honor their Service Agreements and practice what they preach when they state that they "are committed to resolving my concerns". 
  
  Respectfully submitted,
  
  ******** Board 
  

  
  

• Initial Complaint

  Date:07/21/2023

  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.

  04/03/2023
  My solar monitoring stopped working and I've been trying to contact Fuzion Energy about repairing the issue with no luck in getting in touch with anyone there. I even tried to reach out to the owner ***** ********* via phone call and he doesn't answer my calls or text.
  On 07/18/2023 Fuzion Energy reached out to me via phone call after messenging them via Facebook Messenger saying they could send someone out once they are in the area or I could pay $175 service call if I wanted them to come out in a rush. They then called me the next day on 07/19/2023 saying they could have someone out on 07/20/2023 free of charge. Fuzion sent someone out on 07/20/2023 to only have the technician say the system is working and that someone will be calling me on 07/21/2023.

• Initial Complaint

  Date:07/21/2023

  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.

  I have been waiting for Fuzion energy to enclose some wires on my solar system for over a year. They’ve said they were waiting on the material. Then it was scheduling, then employees were sick.
  2nd and most importantly I bought a solar Battery. The power went out and come to find out the battery wasn’t working. Called and found out it was never turned on. After complaining someone came out a week later. Only for him to tell me he had to come back next week on Monday or Tuesday. This was a Friday. No call no email. So I called 7 days later only to be told we will call
  When we can put you in schedule. This is absurd! So I have had and been paying on this system for a year and a half that hasn’t been working.
  I have health issues that can worsen with the heat, hence the reason I wanted the back up battery.

• Initial Complaint

  Date:06/07/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 have call numerous of time to have our electrical solar panel battery replaced and the cell kit. For the last 3 months. Numerous of time we call at least once a week. They made up excuses, that everyone is busy in a meeting or the person in charge is on vacation. They did send a tech out here and he said it was the battery needs to be replaced. The tech calls the office and was told the battery needs to be replaced. We call the next day to confirm and was told the battery was not in stock or the cell kit. This issue has been for the last 3 months. Now every time we call the person in charge name Lea, has been so rude and over talk over you and just hangs up the phone. This issue has happened multiple times. We paid over $10,000 dollars for the battery, that doesn't work, and they promised us they will replace the cell kit also, but nothing has happened. Not once anyone has reached out to us.

  Business Response

  Date: 04/03/2024

  For this customer, we received concerns regarding the solar panel battery and cell kit replacement. Its important to us that we clarify our position on these matters. Fuzion Energy is not responsible for the deactivation of the cell kit. Upon evaluation of the replacement issue, we proposed to supply a new cell kit for the cost of the parts, with no additional charge for labor, which was not accepted.

   

  With regards to the battery replacement and the warranty provided by *** we understand that such delays can be inconvenient. While the warranty is under the manufacturers purview, we are more than willing to assist in facilitating communication with ** to address the warranty claims.

   

  We are prepared to facilitate the installation of your new battery and cell kit. While we do not provide these parts directly, the customer has the option to purchase the required device either through us or from another supplier of your choice. We will honor our commitment to waive the labor costs for the installation. They can reach out to us so we can arrange a convenient time for the installation.

   

  *************************** | Executive Assistant

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

  Customer Answer

  Date: 04/03/2024

   I am rejecting this response because:  every time I call my phone call goes unanswered.  Im tired of excuses from Fuzion.   They have not ones try to reach out to me.
  
  
  

• Initial Complaint

  Date:05/14/2023

  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.

  I financed solar from Fuzion energy and sales representative *** ******* for 40,291.00. In February and the job was completed in April. I originally wanted to replace my roof first because I knew in the future I would have to hire a company to take the solar panels down in order to do so. Fuzion energy gave me a roof replacement quote for 18 thousand dollars I declined because it seemed to much for my roof that is under 1000 square feet. I have a quote from another company that was more reasonable. *** ******* was urging me to sign my solar contract first because of the upcoming changes from PG&E and he said that when I did replace my roof his company would charge me between 500 to 2,500 to take down the panels and re install them whenever I was ready to replace my roof that quote was reasonable to me so I signed the contract.
  Now that I want to replace my roof because i believe panels were installed in a unsafe area *** changed his original estimate to over 6 thousand dollars. There are other issues I want to address with fuzion energy but they have become unresponsive since they finished installing the panels. For example my lights flicker constanly at night something they didnt do before. Every time I call I get the run around and they say they’ll call me back. I also have no access to see how my solar system is performing since *** has not given me my log in information to Solaredge. I have also asked if my interconnection is set up correctly with PG&E and he has yet to tell me if it’s done. I just want them to honor their original quote and give me and to get my questions answered.

  Business Response

  Date: 05/23/2023

  Dear *******,

  Firstly, I'd like to extend my sincere apologies for any discomfort and inconvenience you may have experienced. Your concerns are important to us and we take them very seriously. Here at Fuzion Energy, we strive to maintain transparency with our customers and we appreciate you bringing this to our attention.

  Regarding your concern about the cost discrepancy in removing and reinstalling the solar panels for your roof replacement, we deeply apologize for any confusion. It seems there was a misunderstanding regarding the initial estimate for this service from Joe. We want to clarify that *** did not provide a specific estimate for the cost of panel removal and reinstallation. We apologize for any confusion caused by this misunderstanding.
  
  Regarding your other concerns:
  
  Flickering Lights: We were previously unaware of the flickering light issue in your home. We apologize for any inconvenience it might have caused you, and we appreciate your patience in bringing it to our attention. We can arrange a visit from one of our technicians to your property at your earliest convenience, to identify and rectify this issue. Please call us at ###-###-#### to schedule a time that works best for you, or if it works best we can call you to arrange a time to come out. 
  
  Access to SolarEdge: We would like to clarify that access to SolarEdge was provided on April 11, 2023 and again today. The login credentials were sent to your registered email address, **************@*****.com. Please check your inbox as well as your spam/junk folder for the email. If for some reason you are unable to locate this information, we can gladly assist in recovering your account details.
  
  Interconnection with PG&E: Regarding the interconnection process, please be aware that your documents were submitted to PG&E on March 27th, 2023, following your signing of the agreement and authorization form from PG&E. However, we are currently awaiting your Permission to Operate (PTO) from PG&E. Due to the recent change in Net Energy Metering from NEM 2.0 to NEM 3.0, PG&E has been experiencing a significant increase in applications, resulting in an extended timeline beyond their usual 2-3 week processing period. We understand this delay can be frustrating, and we appreciate your patience as we await confirmation from PG&E.
  
  Lastly, we want to assure you that we value your business and are committed to your satisfaction. We understand that our communication has not met your expectations, and for this, we apologize. I will personally ensure that our team follows up on all your concerns promptly.
  
  Thank you again for your patience as we work to resolve these issues. We appreciate your feedback as it helps us improve our services and communication.

  Customer Answer

  Date: 05/27/2023

   I am rejecting this response because:
  
  
  Fuzion Energy,
   I want to thank you
  for addressing my concerns. I am a bit confused as were we are at with the estimate
  of removing and reinstalling the solar panels?. Why was I quoted that amount without
  sales person being more informed on the cost of that job?. I spoke to *** over
  the phone a times about the second quote given by ***** ********* and how that
  was more than the original quote and again *** told me to wait because he was
  going to talk to ***** about the second quote given because even *** thought
  the price given was higher than he thought it would be.
  I understand PG&E is backed up with interconnection
  applications and I called them on my own to escalate my case since I was
  informed it would take an additional 20 days 
  to process the application submitted b* ****
  I don’t remember seeing an email to be able to log into
  solar edge the first time but I did receive your second email on 5/23.
  I did try to communicate with *** and Fuzion energy about
  concerns I had with the work done and about the issues that I noticed with the
  workmanship done but as time went by I had difficulty getting my questions
  answered.  The electrical problems
  started a few days after your crew completed the work at my home.
  Thank you for helping to sort out these issues.
  
  
  

  Business Response

  Date: 06/01/2023

  Thank you for reaching out to us and expressing your concerns. We apologize for any confusion or lack of communication regarding your roofing estimate and the removal and reinstallation of the solar panels. 
  
  To address your first point, we have not received any phone calls from you since April. If you have any questions or need further clarification regarding your roofing estimate, we encourage you to contact our office at ###-###-####. Our team will be more than happy to assist you and provide the necessary information.
  
  We understand your frustration with the interconnection application process with PG&E. We have fully submitted your net metering application to them and are now awaiting their response. We are aware that PG&E is currently experiencing a backlog in processing these applications, but we have taken steps to escalate your case to expedite the process. We appreciate your patience during this time.
  
  Regarding the Solar Edge platform, we apologize if you did not receive the initial email to log in. However, we're glad to hear that you received the second email on 5/23. If you have any questions or require assistance with accessing the platform or monitoring your solar system, please let us know, and we will provide you with the necessary support.
  
  We apologize for any difficulty you experienced in getting your questions answered and addressing the concerns with the workmanship. We take these matters seriously, and we want to ensure that all issues are resolved to your satisfaction.
  
  Thank you for bringing these issues to our attention. We appreciate your patience and cooperation as we work towards resolving them. If you have any further questions or need immediate assistance, please do not hesitate to contact our office or reply to this email.

  Customer Answer

  Date: 06/05/2023

   I am rejecting this response because:

  I called this past Thursday and tried to speak to ***** but the secretary said he wasn't in the office. I called to discuss my concerns and set up a time to meet in person. I asked ******* to pass the message to ***** and I haven't recieved a call back since.