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:10/29/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Me hicieron una venta con informacin no corroborada. Me indicaron que **tara pagando $69 mensual** a la compaa de *** * $158 por los panel** solar**. Pero en realidad mi factura de *** ***** ha disminuido. Al contrario mi factura de *** ha aumentado. Al verificar el por que de **ta situacin nos informaron que al hacer la venta no corroboraron la informacin * q la compaa de *** ** una cooperativa por lo que ellos operan de otra manera para los panel** solar**. Ellos me indicaron que al **r cooperativa el **rvicio de *** ** ms costoso. Es por **to que al hacer la venta de los panel** solar** fui engaando * por **te engao fue que acepte la propu**ta que me ofrecieron indicando que me **tara ahorrando dinero lo que ha sido todo lo contrario. Ahora pago por unos panel** solar** que no funcionan para mi compaa de *** * mi factura de *** ** ha duplicado. Es por **to que quiero me a*uden a revertir el prstamo * ** lleven los.panel** salar**

  BBB translation:
  
  The* made me a sale with uncorroborated information. The* told me that I would be pa*ing $69 a month to the electricit* compan* and $158 for the solar panels. But in realit* m* electricit* bill has never gone down. On the contrar*, m* electricit* bill has increa**d. When verif*ing the reason for this situation, the* informed us that when making the sale the* did not corroborate the information and that the electricit* compan* is a cooperative, so the* operate in another wa* for solar panels. The* told me that being a cooperative, the electricit* **rvice is more expensive. This is wh* when **lling the solar panels I was cheating and becau** of this deception was that I accepted the proposal the* offered me indicating that I would be saving mone*, which has been quite the opposite. Now I pa* for some solar panels that don't work for m* electricit* compan* and m* electricit* bill has doubled. This is wh* I want *ou to help me rever** the loan and take awa* the salar panels.

  

  Business Response

  Date: 11/02/2022

  Si bien apreciamos los comentarios de nuestros clientes, habamos respondido previamente a esta queja. Hemos estado trabajando con el propietario para tratar de llegar a una solucin de mutuo acuerdo para ambas partes. Hemos ofrecido lo que consideramos una consideracin ms que justa a travs de estas negociaciones, que no fue aceptada por el propietario, quien ha decidido emprender otras acciones en este momento. Hemos tratado de negociar de buena fe y hemos ofrecido una justa consideracin a pesar de que, en ltima instancia, es responsabilidad del consumidor comprender los trminos de cualquier acuerdo que est firmando. Si el propietario decide reconsiderarlo, Powur mantiene en pie la consideracin ofrecida anteriormente.

  Translation:

  While we appreciate our customer's feedback we had responded previously to this complaint and have been working with the homeowner to try and come to a mutually agreeable solution for both parties. We have offered what we would consider a more than fair appeasement through these negotiations that was not accepted by the homeowner and they have decided to pursue other actions at this time. We have tried to negotiate in good faith and offered a fair appeasement even though it is ultimately the responsibility of the consumer to understand the terms of any agreement that they are entering. Should the homeowner choose to reconsider, Powur will still honor the appeasement as previously offered.

  Customer Answer

  Date: 11/02/2022

  Buenas tardes... La compaa Powur le informa a ustedes *ue esta tratando de llegar  a un acuerdo conmigo donde ambos nos beneficiamos y eso es totalmente falso, el*** solo me ofrecieron $5,000 para pagar el prstamo y yo les informe *ue no era justo *ue el*** cobraron $50,000 por un sistema *ue para m compaa de *** no funciona y como le expli*ue anteriormente ahora adems de la factura de n *** * no es como Powur informo y tengo * pagar la misma cantidad *ue antes o *** ****** pago un prstamo de placas solares * en realidad en mi casa estn ********* y no de ahorro como me lo vendieron. Osea mi factura de *** * po lo general era de $250 @ $350 mensuales ahora le sumo $158 del prstamo lo * implica * la factura se duplic en vez de disminuir. Yo le informe a Powur algo razonable era  el*** cubrieron $20,000 para * mi prstamo sea menor y poder cubrir el gasto de la *** * va en aumento, pero el*** se negaron. No creo * sea justo y razonable *ue por * las vendedoras *ue el*** tienen y cobraron su comisin yo tenga * pagar por falta de informacin al momento de la venta. El*** me informaron en una propuesta por escrito * mi factura de *** *** a ser de $69 mensuales ms *** paneles  son $158 y yo acepte en base  la informacin * el*** me probelleron ya * entenda  el*** haban hecho bien su trabajo y haban verificando con mi compaa de *** **** antes de la venta. Si bien como consumidor falle en no corroborar con mi compaa de *** antes de firmas, el*** como compaa vendedora fallaron en eso ******, adems de prometer y informarnos *ue estaramos ahorrando. ****** le noti*ue a el*** * podan recoger *** paneles solares p* como informe y le dije anteriormente en mi casa estn de adornopor ms * el*** carguen mi compaa de *** solo me da un crdito de no mas de $40 mensuales * al final no balancean lo del prstamo y la factura de ***. 

  

  Business Response

  Date: 11/04/2022

  While we appreciate our customers feedback we had responded previously to this complaint and have been working with the homeowner to try and come to a mutually agreeable solution for both parties. We have offered what we would consider a more than fair appeasement through these negotiations that was not accepted by the homeowner and they have decided to pursue other actions at this time. We have tried to negotiate in good faith and offered a fair appeasement even though it is ultimately the responsibility of the consumer to understand the terms of any agreement that they are entering. Should the homeowner choose to reconsider, Powur will still honor the appeasement as previously offered.

  Si bien apreciamos los comentarios de nuestros clientes, habamos respondido previamente a *******************. Hemos estado trabajando con el propietario para tratar de llegar a una solucin de mutuo acuerdo para ambas partes. Hemos ofrecido lo que consideramos una consideracin ms que justa a travs de estas negociaciones, que no fue aceptada por el propietario, quien ha decidido emprender otras acciones en este momento. Hemos tratado de negociar de buena fe y hemos ofrecido una justa consideracin a pesar de que, en ltima instancia, es responsabilidad del consumidor comprender los trminos de cualquier acuerdo que est firmando. Si el propietario decide reconsiderarlo, Powur mantiene en pie la consideracin ofrecida anteriormente.

  Customer Answer

  Date: 11/10/2022

  Buenas tardes

   

  Como explique anteriormente la compaa Powur solo esta trabajando en su bienestar y no en resolver mi problema por falta de informacin de sus vendedoras.  Ellos ya cobraron. Mientas yo continue pagando por unas placas solares q repito estn ********* en mi casa. Eso ** debe a falta de informacin al momento de hacer la venta. Esta informacin ha conllevado q men vez de pagar una factura de luz ** supone disminuyera estoy pagando la misma o ms ******** ya q el combustible ha aumentado y sume un bill ms a mis deudas. Ahora no solompagonpot lamluz si no tambin ponlas placas solares la ******** de $158 ms $250 @ $350 de **** Esto implica q en varias ocasiones tenga q decidir si llevo un plato de comida a mi casa o dejo de pagar alguna de las 2 facturas. Esto me esta ocasionando demasiado stress y de**o resolverlo de la mejor manera posible pero la solucin de Powur ed **** su beneficio y no **** ambas partes. He verificado en Internet otras quejas a esta misma compaa y la mayora es por lo mismo no informan bien al cliente y sus vendedores mienten **** completar la venta.no es justo q continue pagando por 30 aos q no funciona en mi casa y adicional tenga q elegir si llevar un plato de comida a la mesa **** mi familia o continuar pasando **** q no me estn llamando del banco y amenazando con tomar accin legar y quitarme la casa que con tanto sacrificio he adquirido. No creo  **a justo q mientras sus vendedoras estn en su casa de lo ms ********** yo tenga stress todo los das. Ms ***** no acepten su responsabilidad ya que no capacitan a sus vendedores de la manera correcta. 

• Initial Complaint

  Date:10/18/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought some solar panels from them and they are not working I been trying to get them fix and it’s been 4 months going on 5 months and they got 30 years warranty and powur don’t want to fix them

  

  Business Response

  Date: 10/25/2022

  Hi there *******
  
  Thank you for taking time out of your day to bring this to our attention. We apologize for the experience you had with our team. We set a high standard for ourselves, and we’re disappointed to hear you didn’t experience this level of work ethic. We have alerted the Operations Manager and the Project Manager assigned to your project to resolve this situation with a solution that you find fair and that meets your expectations.

  We have an active service work order for our service partner to provide the services required. You have Powur's full commitment to resolving the problems with your solar system. We will ensure that your system is made fully operational, so that you receive the full benefit of your solar installation. Powur agrees to reimburse you for all loan payments made throughout the duration of the repair process.  If you need support with something else in the meantime, you can get in touch with us directly at [email protected]. 

  Customer Answer

  Date: 10/25/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18241238, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  ****** *********
   
  
   
  

• Initial Complaint

  Date:10/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My parents solar power unit was installed by powur, in Feb started working in March 2022 then stopped working Jun 13 of this year 2022 they were never shown how to setup an app or anything . since then we have gotten the run around to get the issues and the system working or fixed we've been ignored can't get a call back or a tech to solve our issues.

  

  Business Response

  Date: 10/18/2022

  Hi there ******,
  
  Thank you for taking time out of your day to bring this to our attention. We apologize for the experience you had with our team. We set a high standard for ourselves, and were disappointed to hear you didnt experience this level of work ethic. We reached out to the Operations Manager and the Project Manager assigned to your project to resolve this situation with a solution that you find fair and that meets your expectations.

  Our installer partner is scheduled to make a service call this week. 

  If you need support with something else in the meantime, you can get in touch with us directly at ***************************************. 
  

  
  Thank you.

• Initial Complaint

  Date:10/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am leaving this complaint as I am a current customer of **********************. During my time with this company, I have had to deal with misogynoir behaviors and have dealt with a significant amount of unprofessionalism. I have attached photos of email communication that provide context to the Powur representative that made very inappropriate and misogynoir type statements in my home when originally purchasing this product. I have also attached communication where the Power Project manager wasn't acknowledging me in a professional manner though she acknowledged my husband every time he emailed in. With me, I did not even get a greeting. I have also provided email proof of the lack of support I have received regarding a failed gateway. We reported this issue on 9.7.2022 to the project manager. We then had to reach out to support ourselves, because we received no response, on 9.9.2022. I have attached a photo that proves that by 9.16.2022 we still had not heard anything from them. Today is 10.12.2022 and my issue has still not been resolved. Though I have been outsourced to third-party NovaSource Powur, I have yet to have this resolved. I had an appointment for someone to come to my house on 10.10.2022. About an hour after the arrival window was scheduled, I reached out to ask what was going on and was informed that my appointment had been rescheduled for 10.16.2022. I find this to be completely unacceptable that I had to reach out to identify this rescheduling. I attempted to reach out to the manager, ******** with Dispatch and have not heard back though I have left 2 voicemails. Looking at reviews of this company online, this seems to be normal behavior and representative of Powur for using them.I reached out to the customer service manager at ********************** by the name of *************************** and left a voicemail for him. I have also not heard back. My system has not been functioning properly since 9.3.2022 which was reported on 9.7.2022 and I still have no resolution and can't get help.

  

  Business Response

  Date: 10/25/2022

  Hello ******, 
   
  Thank you for bringing this to our attention. We are sorry to hear that your experience has been disappointing thus far, as this is not the level of customer service we commit to providing our homeowners. After reviewing our files, we are able to confirm that a technician has been re-scheduled to address the equipment malfunction. A member of our Executive Escalation team is currently working to address your concerns and will reach out personally via email to further discuss your complaint and expedite the resolution of your concerns. Please direct any additional comments or concerns to that email and the specialist will respond as soon as possible. 
  

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had solar panels installed about a year in a half ago! Recently found out because for the last 3 months my ac had been acting up and humidity has been at 100% in my house that theres a leak on my room from my solar panels being installed wrong from a company powur contracted. Now there is mold that is growing daily and my house is falling apart daily. Ive had an electric *************** higher than normal and have had to buy products to try and control humidity. *** argued with powur daily to get this resolved specially because I have a hurricane coming straight for us and never received a reply from anyone. This job was approved by powur and no matter the fault at the moment I trusted the company and they shouldve made sure things were resolved in a timely manner specially with a hurricane coming. I have included to photos from a roofer who will not touch roof until solar panels are removed and work is repaired. This is a major health is to me and my family because of the mold growing.

  

  Business Response

  Date: 09/28/2022

  Hi there *****,
  
  We know you have greater concerns today, but thank you for taking time out of your day -- as a Hurricane approaches -- to bring this to our attention. We apologize for the experience you have had. We set a high standard for our team and ourselves, and were disappointed to hear you didnt experience this level of work ethic. We see that a service ticket (#S4893) was already created on Sept. 8th addressing your concern from your earlier contact with our online support team.

  We have alerted the Operations & ********************* they are very aware of the service ticket, and they are working to resolve this situation with a solution that you find fair and that meets your expectations. 

  We wish you, as well as your family and other connections well during this Hurricane and its aftermath. 

   If you need support with something else in the meantime, you can get in touch with us directly at ***************************************. 

  
  Thank you.

  Customer Answer

  Date: 09/28/2022

  Ive been receiving that same message since I was finally contacted back even though I contacted company also back in July! I should not have to wait on installer when everyone knows a hurricane is coming and mold is growing daily in my home and my hose is falling apart because of moisture. These panels were suppose to improve my home and well being. Now its falling apart my electric is now up to ****** plus I still have solar payment who knows how bad my families health has been affected and how much this will put us out of a house. I dont have money like that its ridiculous. I had a ************ and trust in your company not the contracted company you hired to install the panels. I fill scammed by company and the sales person I trusted! I need something done and pray this evening my ceiling doesnt fall thru due to hurricane ***.

  

  Business Response

  Date: 09/29/2022

  Hi, 

  Although we were not the general contractor on this project and were only contacted about this earlier this month, we've reached out to the contractor, and have also investigated sending a 3rd party installer to investigate and to provide their opinion on the situation. Due to the hurricane, we are unable to provide a timeline but will proceed with the service ticket assigned S4893 created 9/8/22.

  Customer Answer

  Date: 10/03/2022

  I understand that but its your companys job to hire good contracted companies to install the solar panels I didnt choose them or know who was coming so with that being said its your responsibility as well to get them or someone else out to fix the issue. You put my house and my family at risk because of the hurricane and continue to let the issue get worse being that theres mold growing everyday. I have four dehumidifiers going in my house as well as my ac running 20 hours a day because of the humidity from the leak! 3 months of electric totaling 950 dollars in which before solar panels Ive never had a 300 dollar electric bill. I need something done asap. Not for you guys to continuously go *************** with contracted company to resolve. Need it resolved and then you guys can figure out the rest! Please and thank you

• Initial Complaint

  Date:09/08/2022

  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.

  On 6/22 I began receiving calls on my cell phone (registered on the national do not call list in July ****) from "spoofed" numbers. I would answer and someone who sounded like they are with an offshore call center would introduce themselves as being with either Smart Home Solar, U.S. Solar Solutions, American Solar, Go Solar. All of those companies seem likely to be fake names used to hide the real caller's identity and I have previously requested companies using those names to stop calling me. The goal of the cold calls seemed to be to transfer me to a solar agent or schedule an appointment with an agent. In total, I received 9 known calls that I believe are associated with vendors that Powur is using.On 6/27, I played along with a call from "Smart Home Solar" and an appointment was scheduled for 2p on 6/28. About 10 minutes later I had another call confirming the 2p appointment, this time I was told they were U.S. Solar Solutions. I asked who the company is that I had the appointment with and the caller could/would not say. I received a call 6/28 at 2p from *********************** of *************************** (a Powur Consultant). I had **** email me so I would have further proof of the interaction. I emailed back and let him know about the calls and was told **** hired some lead generator off ********* The generator told me that he could not say if he called me due to an NDA with ****. I then contacted Powur via email on 7/6 & was told that the compliance **** would look into it, but I have never heard back.On 8/25 I had a call from Go Solar. He mentioned my do not call list status and said he would need my permission to proceed (something that is needed *before* the call). He wanted to set up a meeting with his client and offered me midnight on 8/26 or 8:30p on 8/27. I chose 8/27 & was told *********************** would reach out & was given his email/phone. He emailed with a meeting invite & I found he works for Powur. I reached out to Powur again on 8/26 with no response.

  

  Business Response

  Date: 09/12/2022

  Hi ***,
  
  Thank you for taking time out of your day to bring this to our attention. 
  
  We apologize if your experience was with members of our team. We set a high standard for ourselves, and so we'd be disappointed to hear you didnt experience this level of work ethic. 
  
  Your concern is now being handled by our compliance team. If you have an inquiry related to something else in the meantime, you can get in touch with us directly at ***************************************. 
  
  Thank you.

  Customer Answer

  Date: 09/12/2022

  I was told the same thing on July 6 from ************************* ********************************************* She replied via email and said:

  "I've sent this message to our compliance department to look into this further.

  Thank you,
  Raichail"

  I never heard back from her. I also checked back in on the status on July 15 and again on August 1 without any reply at all. I sent those emails to "Powur Presales," Raichail (Director of *************** Personnel), *********************** (agent I spoke with), and ***************** (Vice President ******** and Culture). Why didn't the compliance department look into this when I was first told they would? If they did look into it, why am I still awaiting a reply and have several unanswered emails? If they were instructed to look into it but did not, why did ***, ****, or ******** not follow up with them and update me at any point? Please provide me with the date in which I should expect to receive a reply from the compliance department (and keep in mind that they have allegedly been looking into this for over two months at this point).

  I also sent an email to those same folks and included *********************** on 8/26. I received an automated reply back saying that "Your request (******) has been received and is being reviewed by our support staff." Why hasn't anyone responded to that email in the 17 days that it's been sitting there? This process makes it seem like it is VERY difficult to get added to your internal do not call list. So that I can see how the process is supposed to work, please provide me with your written internal do not call policy, as is required by law to be provided upon request.

  

  Business Response

  Date: 09/13/2022

  Hi ***,

  Our compliance department has conducted a review.

  Powur sellers are independent consultants, **** contractors. Please also note that, like other industries, solar salespeople are often affiliated with multiple solar companies, and consultants are in no way exclusively bound to Powur. Powur is not responsible for the calls made by our independent consultants. As such, there is no internal do-not call list. In addition, Powur does not make cold calls.

  Any further action or investigation must be taken up directly with the individual who called in the first place. 

  Powur compliance will not engage further, have a good day ***.

  
  

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  TERRIBLE PRODUCT and TERRIBLE CUSTOMER SUPPORT. I had my system installed in June 2022, and have had panels fail THREE times. Every time I call customer support it either rings with no answer, or a rep answers and without notice puts me on hold and never returns to the call. I want this system off of my house so that I can contract with a reputable solar provider.

  

  Business Response

  Date: 09/06/2022

  Hi there *****,
  
  Thank you for taking time out of your day to bring this to our attention. We apologize for the experience you had with our team. We set a high standard for ourselves, and were disappointed to hear you didnt experience this level of work ethic. We have alerted the Operations Manager and the Project Manager assigned to your project to resolve this situation with a solution that you find fair and that meets your expectations.

  I see that Service Work Order #S4851 has already been assigned to you.

  I also see that in relation to a recent previous Service Work Order, that yesterday it was determined that the system was operating normally and that the system production is within estimates.

   If you need support with something else in the meantime, you can get in touch with us directly at ***************************************.

• Initial Complaint

  Date:08/30/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contract Number: 103750.Since April I have been trying to get Powur ************* to fix two brand new non-functioning panels.12 May, 2022: ************ Solutions said they replaced the micro-converters on both panels. I contacted the company on 13 May, 16 May, 25 May, 26 May, 2 June, and 6 June. I contacted Powur on 17 June, 24 June, 1 July, 8 July tried to contact Powur solar company, the call went straight to voicemail, no callback. Green energy said that broken panels were not their problem, and we need to contact Powur solar company. We are contacting **************************** to help resolve the issue. However, ******** *********************), a tier 2 customer service representative called and said they are going to calculate back pay for the two non functional solar panels since April. Also, she said she was going to get service manager ***** involved and try to find another solar company besides GES (************ Solutions). I contacted Powur 21 July, 27 July, 12 August, 13 August, and 17 August. 30 August 2022. No contact from anyone. I have Exhausted every means of communication to give Powur Solar the benefit to fix their faulty equipment. I am filing a complaint with the Better Business Bureau.

  

  Business Response

  Date: 08/31/2022

  Hi there *****,
  
  Thank you for taking time out of your day to bring this to our attention. We apologize for the experience you had with our team. We set a high standard for ourselves, and were disappointed to hear you didnt experience this level of work ethic. We have alerted the Operations Manager and the Project Manager assigned to your project to resolve this situation with a solution that you find fair and that meets your expectations.

  A review of the project shows replacement equipment had been ordered, but I have reached out to confirm a service partner has been assigned and that scheduling that appointment with you is made a prime concern.

  If you need support with something else in the meantime, you can get in touch with us directly at ***************************************. 

• Initial Complaint

  Date:08/28/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Damaged/Defective Inverter - Not Operational Since 06/19/2022 - Multiple attempts to get status updates from Customer Support have resulted in no response or emails indicating "I am sorry for the long delay, there is still no tracking available for this case."I am now in a position of paying for a new solar system that doesn't work AND paying my local utility for electricity.Attempts to escalate to senior leadership have been unsuccessful and I am caught in the middle of "finger pointing" between Powur and their supplier ****************** has terrible customer service and seem unable to support the system they sell as advertised.

  

  Business Response

  Date: 09/07/2022

  Hi there *****,
  
  Thank you again for taking time out of your day to bring this to our attention. We apologize for the experience you had with our team. We set a high standard for ourselves, and were disappointed to hear you didnt experience this level of work ethic.  

  We have been tracking progress on this service work order, and have good news: as of yesterday, Sept. 6th, the delayed replacement inverter has been shipped, and delivery is expected in under a week, and an appointment will be scheduled for that replacement.

  If you need support with something else in the meantime, you can get in touch with us directly at ***************************************. 
  
  Thank you.

  Customer Answer

  Date: 09/09/2022

  Thank you for this response; however, I DO NOT wish to close this compliant as resolved until the unit has been replaced & installed. 

  This issue has been ongoing for months and, while it's encouraging to hear the unit has been shipped, POWUR & SolarEdge have been unreliable with support and follow-up. 

  I am happy to close this complaint as resolved when the inverter has been installed and is working properly.

  

  Business Response

  Date: 09/13/2022

  Hi there ***** and ****,
  
  Thank you for taking time out of your day to bring this to our attention. We apologize for the experience you had with our team. We set a high standard for ourselves, and were disappointed to hear you didnt experience this level of work ethic. We have alerted the Operations Manager and the Project Manager assigned to your project to resolve this situation with a solution that you find fair and that meets your expectations.
  
  As you know, on Sept. 6th, the delayed replacement inverter shipped. We are fully committed to completing this *** as soon as possible. We also offer loan payment rebates for the time where the inverter was affected. Once the *** is completed, the inverter swapped out and your system is operating smoothly again, we will process that rebate for you promptly (please maintain copies of your paid receipts for that rebate submission, thank you).

  If you need support with something else in the meantime, you can get in touch with us directly at ***************************************. 
  
  Thank you.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The solar panels with battery I purchased have stopped working since June and I've contacted company numerous times to fix problem. Voicemails, messages through chats, text messages left not answered or resolved. It turns off my a/c unit at random times. Making my a/c run hot air throughout the house causing my electrical bill to be high and paying off the solar panel loan.

  

  Business Response

  Date: 08/26/2022

  Hi there *****,
  
  Thank you for taking time out of your day to bring this to our attention. We apologize for the experience you had with our team. We set a high standard for ourselves, and were disappointed to hear you didnt experience this level of work ethic. We have alerted the Operations Manager and the Project Manager assigned to your project to resolve this situation with a solution that you find fair and that meets your expectations.

  Most immediately, as you know today a service call was scheduled and you'd left the ******* for the technician for the replacement. The service technician was indeed there today, but unfortunately they were unable to find the *******.

  This service call will be rescheduled as soon as possible.

  If you need support with something else in the meantime, you can get in touch with us directly at ***************************************. 

  
  Thank you.

  Customer Answer

  Date: 08/29/2022

  Why didn't I receive a call if he could not find it in my mailbox. I have video proof he was there in his truck never got out from 11:46 till 1:10 pm and email confirming he knew where it was. Till now I haven't received a call back from anyone. I have called all your numbers and emails given on your website since June and nothing has been resolved. 

  

  Business Response

  Date: 08/30/2022

  Hi there *****,
  
  Thank you for taking the time to bring this to our attention, we apologize for the experience you had. Despite this instance of what is a lack of good coordination and communication on our part, we will continue to set a high standard for ourselves. We are disappointed you didnt experience this level of work ethic. We have alerted the Operations Manager and the Project Manager assigned to your project to resolve this situation with a solution that you find fair and that meets your expectations. As of today, we have instructed our service technician in this case to communicate directly with you, removing any "middleman" so that communication and coordination is clear. They should then be able to reschedule directly with you. They have been provided with your direct phone number.

  We will continue to monitor the progress on this service.

  If you need support with something else in the meantime, you can get in touch with us directly at ***************************************. 
  
  Thank you.