Complaints

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

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  Powur

  2683 Via de la Valle # 321G Del Mar, CA 92014-1911

  
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  Powur

  11575 E. LAKETOWNE DR Albertville, MN 55301

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:07/28/2023

  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.

  It took over 3 weeks to hear from Escalations Specialist, and only because Powur got this BBB complaint. Company continues to deny my addended contract, which I have sent a copy, even though of course they have it too. This company is bad news  I hope anyone considering signing up with Powur reads all of their negative reviews first. I wish I had.
  

   

  ils. It is literally impossible to speak to anyone in the Powur office other than an operator, who tells you to send an email, which of course goes unanswered. I have ccd 3 other involved departments with my complaints, and the only response I have received is the aforementioned denial of my own contract. This company is a multilevel marketing firm that has no interest in providing a legitimate service (******************** are outsourced), just empty promises and the expectation of payment for services not rendered.

  

  Business Response

  Date: 08/09/2023

  Hello *****, 
   
  Thank you for bringing your concerns to our immediate attention. Here at Powur, we always seek to provide our customers with a world-class experience, and your experience could have been better. Please accept our sincere apologies for the frustration caused by this ordeal. 
   
  Based on the information you gave us in your complaint, our Executive Escalation team has started a case with our Seller Integrity team for you. You will be contacted within 48 hours by a specialist, and you can give additional information at that time if you like. Additionally, our Executive Escalations specialist will email you to address your concerns in greater detail. 
   
  If you have different, unrelated concerns regarding your project status, please contact our Customer Success Team whenever possible. We can be reached by phone at 1-866-GO-POWUR, email at ***************************************, or chat at ********************************************;
   
  Respectfully, 
  Powur Customer Success Team 
  1-866-GO-POWUR

  

  Business Response

  Date: 08/11/2023

  Dear *****,
  
  I would like to express our gratitude for taking the time to provide us with additional information regarding your initial complaint. We are pleased to inform you that our Executive Escalations specialist has been in contact with you, and we encourage you to continue communicating with them for the quickest response.
  
  We understand that you have a strong desire for Powur to pay *********** directly. However, we regret to inform you that this is not possible as we do not have a service agreement with that particular roofer. To ensure your eligibility for the Income Tax Credit, we have provided two options for you to consider. If you wish, we can provide a Powur roofer to install your roof instead of the one you had initially chosen.
  
  Please know that we appreciate your understanding of the situation, and we have provided additional clarity via email. We also want to remind you that our latest update was sent out on Friday, August 11th.
  
  Our team is committed to resolving this matter for you in the most satisfactory way possible.
  
  Sincerely,

• Initial Complaint

  Date:07/28/2023

  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.

  powur offered less than half the cost of the tree trimming, which is something I wouldn't have to do annually if they hadn't placed the panels there without my consent. They have sent me the shade report which I proved over multiple emails and pictures was incorrect. The new design does not produce more than the original design. The original design produced over *****kwh. To believe that this design can come anywhere near that while having the back 5 panels shaded by one tree and the front 12 shaded by a 80 foot pine is asinine. iginal design, only offer $400 for tree trimmings and refuses to offer anything in return for the lower production. I have filed a complaint with the **************** licensing board but even after contacted by the state Powur isn't responding in a timely manner, is only offering $400, and refusing to move the panels to the original design. They wont even tell me why the design changed. I attempted to contact the loan company already to force some sort of relief but even that didn't work. I need help with this whole situation. Thanks.

  

  Business Response

  Date: 08/01/2023

  Dear *****,
   
  Thank you for bringing this matter to our attention. We highly value honesty and transparency in communicating with our customers, and we appreciate your feedback. We are looking for outstanding customer service and would like to address your concerns as soon as possible.
   
  After reviewing your project history, our Executive Escalation specialist contacted your designated Project Manager to discuss the issue. We want to inform you that while our Install Partner had to make some adjustments to the initial design, the new layout is expected to generate more power than the previous one. In addition, we have conducted a recent shade analysis that considers the tree mentioned in your complaint. We can send you a copy of the shade report if you wish.
   
  We regret that we cannot revert to the original design plans and reinstall the solar system. However, we understand your frustration and have offered compensation for the inconvenience caused. We have also included an additional amount to cover the cost of trimming the tree. For more information, please get in touch with your Project Manager via email. According to our records, your installation is scheduled for Wednesday, August 2nd.
   
  We are committed to ensuring that your solar system installation goes smoothly and that you are satisfied with the results. Please feel free to contact us with any other questions or concerns.
   
  Sincerely,
  Powur Customer Success Team
  1-866-GO-POWUR

  

  Business Response

  Date: 08/03/2023

  Hello *****, 

  Thank you for following up and providing us with additional details regarding the nature of your claim. 

  Our Executive Escalations team member contacted you on Thursday, August 3rd, to discuss your concerns. Please reply to that email as soon as possible. Please remember that our Executive Escalations team will be your primary point of contact until we can address all concerns.

  We appreciate your patience throughout this process and look forward to speaking with you soon.

  Respectfully,

  Powur Customer Success Team

  1-866-GO-POWUR

• Initial Complaint

  Date:07/11/2023

  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.

  while we are closer to getting this resolved we need to ensure they do what they say and what happens actually happens. We are on a better path than we have been on but we are 275 days into our agreement with this organization and we should have been completed in 180 days as promised by powur in our contract signed 10-12-2022. They have started to engage but this should not have taken this long. I hope we are indeed using the solar in the next month like they say but it has not happened yet and for that reason I cannot accept until it happens. 
  

   

  reputation. They are not communicating like they should to us and we have tried to cancel our contract but have been unable. We will be starting legal action against this company and contacting media outlets as we have also been trying to sell our home and because of all of this the sale of our home fell through today. The company states part of their values and what we can expect is good communication. it took me almost 2 months to find this out.We have a ****** loan on the system and have begun payments on the system.

  

  Business Response

  Date: 07/12/2023

  Hello *******, 
  
  Thank you for bringing this to our attention. At Powur, we pride ourselves in the promise of open and honest communication throughout your solar system installation. **************** is at the forefront of everything we do, and we would like the opportunity to turn your experience around.
   
  Our Executive Escalations team member contacted you on Wednesday, July 12th to discuss your concerns. Please reply to that email as soon as possible. Please remember that our Executive Escalations team will be your primary point of contact until we can address all concerns. We appreciate your patience throughout this process and look forward to speaking with you soon. 
   
  Respectfully, 
  Powur Customer Success Team 
  *******************************
  

  

  Business Response

  Date: 07/24/2023

  Dear *******,
   
  Thank you for keeping us updated on the progress of your project. We understand that waiting for the completion of your installation can be frustrating, and we appreciate your continued patience.
   
  Our Executive Escalations team member has been working closely with your project manager to address your concerns. Our records show that the most recent communication between all parties took place on Thursday, July 20th, 2023. We are currently waiting for the replacement parts required for your system to be shipped. Once they are on their way, we will update you and work with the installation partner to schedule the installation of the parts.
   
  If you have any immediate concerns or questions, please do not hesitate to reply directly to the existing email thread referenced above. Please know that our Executive Escalations team is here to support you and will remain your primary point of contact until all of your concerns are resolved.
   
  Thank you for your understanding throughout this process. We look forward to resolving this issue and speaking with you soon.
   
  Sincerely,
  Powur Customer Success Team
  *******************************

• Initial Complaint

  Date:06/29/2023

  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.

  The complaint I am filing is for powur solar. I tried looking on their website and exact address where they are headquartered and could not find one. My complaint is that we had solar panels installed on our house last July but the panels didnt seem to be working. They did not look into the matter. I had another company ask if they did a sun analysis because they installed 12 panels under a fully grown tree and this is why the system is not working properly is what I was told from the other company. I have reached out so many times via phone calls but mainly e-mails on help resolving the issue and seeing what could be done from the tree as this would be an added expense to use when they said it would be no issue. We even told them that was the shadiest part of our house and we wanted them over the garage but they said due to the position of the sun they had to put them there. Any help with finding a resolution would help. We dont have thousands of dollars to get the tree taken down and since there are other trees that are not on our property Im not sure what to do next. Please help!

  

  Business Response

  Date: 07/05/2023

  Dear *******,
  
  We appreciate you taking the time to bring this matter to our attention. As a company, we strive to maintain transparent and honest communication during every step of your solar system installation. Providing exceptional customer service is integral to our values, and we would like the opportunity to improve your experience.
  
  Our Executive Escalations specialist has thoroughly reviewed your concerns and confirmed your ongoing communication with our Customer Success Supervisor. We are pleased to inform you that our supervisor reached out to you on Wednesday, July 5th, and discussed our current options for addressing your grievances. We kindly ask that you continue to reply to the existing email thread for further assistance. We are committed to resolving this matter to your satisfaction.
  
  Respectfully,
  
  Powur Customer Success Team
  *******************************