Complaints

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

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  Semper Solaris

  1805 John Towers Ave El Cajon, CA 92020-1116

  
• 

  Semper Solaris

  964 5th Ave # 510 San Diego, CA 92101-6102

  
• 

  Semper Solaris

  1701 E Edinger Ave Ste H1 Santa Ana, CA 92705-5030

  
• 

  Semper Solaris

  1200 Billy Mitchell Dr Ste A El Cajon, CA 92020

  
• 

  Semper Solaris

  5234 E Pine Ave Fresno, CA 93727

  

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:10/26/2023

  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.

  Contracted with Semper Solaris on September 22, 2022 Amount Paid $26,215 Business committed to removal of existing solar panels (panels and inverter 7 years old), removal of existing roof, install new roof / solar rails and re-install solar panels and activate system.December 8, 2022 Roof completed December 9, 2022 County Inspector approved roofing December 12, 2022, existing solar panels and new rails were installed, system energized and inverter was shorted out, (would later learn Semper Solaris re-wired panels incorrectly).December 8, 2022 last payment was made via ACH direct debiting of account, when I asked why was the final payment taken if the job was not completed (my solar system was not yet reinstalled or energized), I was told the job was for roofing, although I paid an additional $5,000 for removal of solar panels, reinstallation and new rails.Waited a total of nine months and 3 different inverters, all inverters were returned to Sunpower for warranty and still system does not work.Sunpower is attempting to resolve the negligence caused by Semper Solaris as the solar system worked for one month and then stopped working (re-wiring of panels by Semper Solaris on August 29, 2023. System worked from August 29, 2023 - September 29, 2023.Sunpower (the company that made the system) has been trying to correct the problem. They contacted Semper Solaris and I was told Semper Solaris would contact me within the week of August 29, 2023 - Semper Solaris has not contacted me to date.I continue to work with Sunpower to fix the problem. To date, I am out, thus far, over $2,500 in electric charges (no solar for 10 months) payment and net-metering power generation (no solar for 10 months due to Semper Solaris Negligence).I wrote a letter to the owners of Semper Solaris addressed to their headquarters owners ********************* and ************************* on October 13, 2023 return receipt, it was delivered on October 16, 2023. In the letter it explained the chain of events detailed here and I have not revceid a reply.I am hoping Sunpower's involvement does not bear any cost, but that is yet to be seen.

  

  Business Response

  Date: 11/07/2023

  Thank you for reaching out about this

   

  ********************** is correct about some of the mistakes that were made on this issue.  We will reach out about this and come to an agreement ASAP and move forward

   

  Thank you

   

   

• Initial Complaint

  Date:10/26/2023

  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.

  The actual contract date is 03/02/2023 but my mother had been in contact for several weeks leading up to that. Prior to contract she told the salesman that she wanted her half of the shared garage roof done while doing the rest of roof over her house to accommodate the solar panels, which was the ultimate goal. The salesman told her they wouldn't OR couldn't do the half of the garage roof, so she told him we were gonna shop around with more roofing companies because the garage portion was very important to her to have done at the same time the rest of the roof is getting done. After a short period of time he called her back and said after speaking to a manager he was told they could and would do the garage and the contract would show a new price based on the addition of the garage roof. When the roofing crew arrived to begin the job the first thing I asked them was how can I prepare the garage(cover/move stuff) and they looked at me confused and then a few minutes later one of them came to the door and told me they weren't doing the garage and couldn't do the garage. The company also took out $22,312.00 within a couple hours of crew beginning job that day. That's when it got difficult. Back and forth phone calls for the first day, then no phone calls or return calls through the completion of house roof. They sent us a change order for original contract, but we didn't feel comfortable just signing it because on the original contract they assured us that the garage roof would be done in order to get our business, also my mom really wanted to hire them from the start because of their advertised military connection. After 2 months of no communication they begun to aggressively contact my mom, and threaten a house lean if she doesn't sign the change order and pay a balance of $1700.00. I also brought up with them the $1,000.00 "down payment" they took from my moms account but never applied to the amount of original contract or any current balance they claim she owes.

  

  Business Response

  Date: 10/27/2023

  Thank you for contacting us about this

   

  We Will reach out and get this sorted out immediately.

   

  Thank you.

• Initial Complaint

  Date:10/17/2023

  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.

  Several weeks ago 3 Semper Solaris techs came to our house to inspect the 13 newly installed 2023 solar panels. We called their office several times because the panels were not producing full solar power. The techs determined that 3 of the solar panels were defective and needed to be replaced. Since their visit, nobody from their office has reached out to let us know when to expect someone to come back to our home and replace the defective panels. Since we did not hear back we texted them and told them that there are now 4 defective panels. We let them know that we want 4 new unused panels and not refurbished panels when they replace the 4 defective panels. We purchased new panels and should expect new replacement panels. They texted back and told us that it would be another three weeks (October 26) before they could come out to inspect our panels. We texted back and told them that we'd already waited several weeks from the first time that they came out and that we shouldn't have to wait another three weeks. Semper Solaris hasn't responded back to our request to come sooner. Another complaint we have was when they installed the solar panels they needed to install two 8-foot grounding rods into the ground. The technicians could not drive the 8-foot rods into the ground so they cut the rods into 4 feet lengths. They asked us to not say anything to the city inspector because the inspector would not pass our inspection. We refused Semper Solaris request and told them that they needed to remove the 4-foot rods and install the 8-foot rods. We have a video of the techs installing 4-foot rods. When Semper Solaris installed the solar panels on our new roof they marked the roof with chalk and told us that the chalk would wash away but it is still visible on our newly installed roof. We asked them to remove the chalk and they have not. We paid $19,400.00 for solar on our home and our system hasn't worked correctly since it was installed. We are so disappointed with the Semper Solaris Company and their horrible customer service and defective products. We want Semper Solaris to fix our system or refund the $19,400.00 that we paid them.

  

  Business Response

  Date: 10/17/2023

  Hello thank you so much for reaching out about this,

   

  Obviously This is not the type of experience most of our customers have and not one that we want any customer to have.

   

  We will take care of this right away

• Initial Complaint

  Date:10/13/2023

  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 had ****** Solaris install a ***** KW system (38) panels and a main electrical panel upgrade March 2020. I noticed during the first summer that I was not generating the agreed output and reached out in January to inquire after nine months of run time. Was told everything was operating normal and I should see the production even out through the winter. Fast forward to December of 2022 and I now have a roof leak. After agreeing to pay for a "roofer" to come and look at the system I was told yes, it is their fault and will need to schedule a solar tech and roofing crew. waited six months with three no calls and no shows to get a solar technician to show up without a roofing team to tell me he needs to reschedule.... again. while he was onsite, I showed him a panel that was producing much lower than normal. he did replace the optimizer with a new one and said within 24 hours it will be back online. Six weeks later when both crews show up it is still offline and now the roofing crew after removing the panels are stating this is due to bird facies accumulating around my chimney and backing up under my concrete roof tiles and it doesn't qualify for warranty as i did not purchase the rodent protection for an additional $2,000. I was never offered or made aware of this protection. I asked the roofing supervisor to get his manager on the phone for me since contacting ****** is next to impossible. The manager would not talk directly to me over the phone only through the roofer. All he would say is I need to reference my contract. Nothing on my contract states that I will be forfeiting my warranty without this and that this is an issue that they are obviously very aware of. While I was working through the supervisor, I made him aware that ****** had been operating under bad faith since installation as the invertor they installed at my home is undersized. I now have a new roof leak where they accessed my roof to inspect the previous leak after *******'s misting.

  

  Business Response

  Date: 10/19/2023

  Thank you kindly for reaching out about this

  With regard to the solar, it is currently working exactly how I'd expect it to. There are no issues, the inverter is not undersized (in fact it's oversized relative to normal design principles ) and everything is producing and communicating with no issues

  With regard to the roof, Our last visit to the home was in August. During this visit, we requested the homeowner's permission to test the water to confirm what we believe to be the issue. The customer would not allow us to conduct the test. The issue is that the customer has a large chimney with an excessive amount of bird f**** behind it. This has nothing to do with the solar installation .  All of this is not allowing the water to properly and potentially creating the roof leak. We are scheduled to return to the property on 10/30 to water-test the roof. It was also just recently that he reported by the homeowner that he thinks there may be a leak under the middle of the array.  We are happy to test for this while we're out there as well.

   

• Initial Complaint

  Date:10/10/2023

  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.

  Solar panels installed by the company in 2015. They stopped working since end of August this year. Called company numerous times to schedule a tech to come out and assess and repair. Was told every time that someone would call back in 3-5 business days. As of today, still no call from the company.

  

  Business Response

  Date: 10/19/2023

  Hello thank you for reaching out about this

  After 8 years of flawless performance it looks like there is possibly an issue with this customers SunPower system either production or monitoring.  This customer is upset with the amount of time it has taken us to coordinate with the manufacturer and a technician to visit the customer's home.  A technician is scheduled to visit with his homeowner on October 25th.   Hopefully it is an easy ***********.  If that is not the case we Will most likely need some piece of replacement equipment from the manufacturer.  SunPower is not particularly quick to reply to customer service issues or to supply equipment and so if that's the case it may be a few more weeks until the system monitoring is working or is up and running.  We will keep the customer posted.

   

   

  Customer Answer

  Date: 10/19/2023

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

• Initial Complaint

  Date:10/05/2023

  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 noticed in June 2023 that my electric bill was higher than usual so I looked at the statement and realized my solar hadn’t been working since April. When we purchased from them one of their selling points was that they monitor the system and would let you know if something wasn’t working, well that was false. I called multiple times sometimes speaking with someone, sometimes leaving messages and didn’t get a response for weeks. Finally I received an email stating someone called and left me a message, which was false, in the email there was no number to return the call just said reply to email so I did multiple times getting no response. Called back again multiple times finally getting connected to a technician who over the phone helped me trouble shoot the system, this was in July by now. Trouble shooting didn’t work so I was told a technician would come out. I scheduled a few appointments and no one showed. I called and emailed with the same response of directions to trouble shoot the system. I replied I have already done that and that a tech needs to come to my house. Finally in august someone was sent from Energyaid to come to my home and determined the inverter was broken. He told me someone would be back the following week to instal it. I waited 3 weeks to reach back out to see what the hold up was and once again got no help or response from Semper. I called Energyaid directly and was told the the part is just sitting their and they can’t instal it until Semper Solaris releases the work order. Now here we are in October and my solar still isn’t fixed. I spoke 2 different people from Semper one telling me she would get it scheduled and the other telling me their is no record in my account of anything needing fixed. My projected electric bill is now at $2500 due in November and there’s nothing I can do about it. I’m completely at the mercy of semper solaris because that’s where my warranty is at. What do I do?

  

  Business Response

  Date: 10/05/2023

  This inverter will be replaced under warranty when the part is supplied by the manufacturer

  There were 0 site visit appts made prior to the appt on 09/15/2023 (after the site visit in 2020 for an unrelated issue which was closed out at the time) and there were 0 missed site visit appointments since this case was opened on 08/14. As of this writing, SolarEdge hasn't shipped the parts to Energyaid yet (confirmed with SolarEdge at 02:22pm) and Energyaid received the work order from us for the return visit on 09/22. Here's the timeline of events form when we were contacted by the customer through now. 08/14 Tech support T1 notified
  08/14 - 09/06 Case with tech support tier 1 
  09/06 Tech support T1 hands off case to Service dept (dispatch)
  09/07 Sent work order to Energyaid
  09/08 Energyaid had appt scheduled for 09/15
  09/15 Energyaid tech had RMA approval from SE
  09/21 Energyaid sends us notes from visit
  09/22 We created RMA case/project/RLI,
  09/22 Work order for return visit sent to Energyaid
  09/28 Kristi follows up with Energyaid about status of RMA; Energyaid said they were still waiting for parts to come in and would schedule appt as soon as they arrived
  09/28 Energyaid confirms they are waiting on part and will schedule when it arrives
  10/04 JR Angling in Tier 1 tells customer he CONFIRMED there is an active case with her inverter replacement (see first screenshot below)
  According to customer, at some point Energyaid told the customer the parts had arrived, but they couldn't come out because they were waiting on Semper to give them a work order (supposedly this happened today?) -- unsure if she was actually told this by Energyaid as  this is not true at all
  SolarEdge has confirmed the parts have not shipped yet (see second screenshot below)
  Energyaid status shows they are still waiting for parts to arrive
  

  Customer Answer

  Date: 10/05/2023

  I do apologize as I didn’t see the response from JR after we spoke. As for Energy aid the person I spoke to informed me that the parts are there, I guess they informed me wrong. As you can see from my attachments I reached out multiple times with no response or an automated response to have me trouble shoot, which had already been done.  Or I would get a response from Brittany to schedule online which I did numerous times and no one would show up. They provided no evidence that they responded to my emails. They provide no evidence on the date of the parts not being there yet or that there were even talking to Energyaid. Which explains why it took them almost a month to get someone out here just to check the system after repeated calls and emails from me. Unfortunately I can only attach a few things here and am unable to show how many times I called them to get the ball rolling. Also why does it take a week for them to submit the work order to energy aid to get my inverter ordered. The tech came out on the 15th and they didn’t place the order until the 22nd. All of this nonsense could have been avoided if they would just communicate and respond to my messages. Costumers should not have to call weekly to make sure the company is doing their job. They should also advise their employees not to say it will only take a week to get a new converter. If you will allow more attachment I can show you more emails that were left unanswered or responded with generic messages. This is unacceptable from any business. I will say though most people I spoke with from Semper were very apologetic but never follow through with their promises and getting back to me.

• Initial Complaint

  Date:09/25/2023

  Type:Order 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.

  To whom it may concern, my wife and I signed a contract with Semper Solaris February 6th 2023.The project had major delays from the beginning with the sales representative lying to my wife and I about the process of the job (I went to the city building department myself to check on the status of any permits that were applied for) and they havent even applied for the permits while telling us that everything was getting ready to start the project and all permits were pulled.I have text and email documentation to prove the lies that were told to us from the sales rep ********************************* of the lies has now cost us $6,000 that Semper Solaris is refusing to reimburse us for.When we signed the contract ****** told us that it was required for us to have all the wood removed from the roof and installed with new plywood as us currently have wood slats wouldnt be sufficient and they would not perform the work without the new wood.We agreed to have the work done.When the roofers came to start the work I had them hold off on the work for about 1 hour while I asked ****** why there was no wood being supplied.The roofing ******* said it wasnt required as the gaps in my wood slats were indeed sufficient.****** (again I have proof in my text messages) said if the wood is not required then the money for the amount would be reimbursed to me.Now that the job is completed they refuse to reimburse it.One of the finance managers (*************************) gave me all the amounts they chargers per sq footage for all the work performed and I am missing estimated $6,000 from the job because they didnt replace the wood.Again in text messages **** said he guaranteed me that he could reimburse me $4,000 of it.Now today he told me that he will not be issuing any reimbursement and will not help me anymore.He gave me a 800 number to call to file a complaint.We have filed many complaints with them since the start of the project and they never work.Please help us so and future customers of the company

  

  Business Response

  Date: 10/04/2023

  Hello thank you for reaching out about this.

  Just So everybody is on the same page.  This customer was not charged to replace any of his plywood therefore there is nothing to refund.  The scope of work is explicitly called out in the contract and it is also specifically called out in the contract at any wood replacement is an extra charge is determined after tear off.  Any adjustment made to the bill is simply to placate this customer's misunderstanding.  Furthermore the $6,000 number was made up out of thin air by the customer based on his own whim.  Because our normal process is to apprise homeowner of the cost of any additional wood after tear off the cells have did tell the homeowner that he would be refunded the money for the plywood since we didn't need to install it completely unaware that we hadn't installed any plywood whatsoever.  The customers never charge for it to begin with.  End of story.

  In an effort to extend an olive ranch customer service wise we did offer to discount the project $4,000.  There's absolutely no reason for us to do this except to try to calm this person down based on their misunderstanding despite everything written above.

  The homeowner refused the offer.  The homeowner also has not fully paid for their projects with us and still owes us $1,795.  We will make it one time offer here today to credit the homeowner $4,000 and send them a check for $2,205 to settle this matter.  If the homeowner agrees we will drop legal documents and get this sorted out within the next few days.  Otherwise we will move forward with our recourse due to the non-payment.

   

   

   

  Customer Answer

  Date: 10/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. I will agree to all terms if the correct money as stated above is issued to me. $4,000 ducted by the $1,795. So I should be receiving a check for $2,205 and it will be agreed.
  
  Regards,
  
  ***************
  
   
  

• Initial Complaint

  Date:09/19/2023

  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.

  On 9/11/23 the new buyers of our house were denied a loan transfer of the solar loan in the home. We were told by the solar company Semper Solaris that if we were ever to sell our house, the loan would be transferable to the new home owners. That has not been the case as the loan company Mosaic, used by Semper Solaris has denied the 4 new home owners stating they do not qualify when they have a credit score of above what Mosaic requires and have provided all requested documents. This delay is preventing us from selling our home. I would like Semper Solaris to resolve this with their loan company Mosaic since they are the ones who set this up and promised us the loan would be transferable.

  

  Business Response

  Date: 09/20/2023

  Thank you for reaching out about this

  Firstly we absolutely never told this homeowner that loans are transferable as they are generally not transferable.   In general that is not how loans work.  Secondly we have absolutely no ability to control influence or direct how a lender evaluates a potential borrower.  If the third party is not able to qualify for a loan from this finance company we would suggest either paying the loan off through escrow instructions or applying with a different lender.

• Initial Complaint

  Date:09/18/2023

  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.

  Failure to accept a bad install or willing to make it right after 2 years of power issues.

  

  Business Response

  Date: 09/20/2023

  Hello

  We will reach out to this customer to see what we can do.

  Thank you

• Initial Complaint

  Date:09/14/2023

  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.

  do not have access to monitoring my solar panels they changed apps, couldnt help me over the phone they sent someone to my house in august but he was unable to fix the issue they have not contacted me i have called a couple times to follow up they say they are working on issues from july and will call me when they have available appointments they had no issues when i was gonna pay them all the money for installation

  

  Business Response

  Date: 09/14/2023

  Hello thank you for reaching out about this

   

  We Will contact this customer and see what we can do to get their monitoring up and running.