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:09/11/2023

  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.

  Contracted Semper Solaris to replace old furnace, install a new **, ventilation pipes, solar panels and batteries. Project was finished less than 2 years ago and likely costed close to USD 70k.[** leaking water from attic issue]Currently I noticed a lot of water leaking into the power outlet of my garage when the ** is on.I've reported the issue on 8/11 and it still lingers. This is a hazardous issue that have not been solved yet. Taking this long to fix this issue is negligent behavior.It is extra concerning that there's no safety valve installed in the system, given it is located in the attic. I'm unsure yet what is the water damage caused to my property.I've recorded videos of the issue and forwarded them multiple times. Requested help via email and **************** systems. I was able to talk with their support a few times, but no action is taken to actually solve the problem.I'm doing all I can to make sure I'm available at home and responsive on the phone.[Solar panel issue]I have a less urgent but very relevant secondary issue with the company's solar panels warranty.One of my panels is broken, in this very new system. The company refuses to replace it without inferring in out of pocket costs for me. I fail to understand how this is not covered by warranty as well.Both problems combined are the reason I'm filling this complaint and I'm looking for alternatives to have this problem fixed asap.

  

  Business Response

  Date: 09/14/2023

  Hello thank you we will get a technician out to see what's going on with the water intrusion immediately.  As to the defective solar panel we will look into warranty coverage.

• Initial Complaint

  Date:09/07/2023

  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.

  Semper Solaris installed an HVAC system in my home. They failed to connect a drainage pipe from a wall in my guest bathroom upstairs to the sink. Water had been draining onto the floor into the bathroom. We did not notice the leak until water started to pool in the garage and a laundry nook downstairs. We had a plumber and restoration company come and they proceeded to take out walls in my laundry area, flooring from the laundry area and flooring in the hallway adjacent to the laundry room. A cabinet was removed from the laundry area. They took out the floor tile in the bathroom upstairs, took out walls from the bathroom, took out my vanity, bathroom door frame, flooring adjacent to the bathroom and tiles. And walls and tiles from the master bedroom bathroom. I notified Sempra and they came out, saw the damage and admitted it was their fault. After going back and forth with them for over a month they agreed to fix my home. To start the work I had to sign a legal document that would prevent me from seeking damages or any additional costs associated with the work. So I couldnt get compensated for furniture storage, hotel stays, or time taken off from work to deal with this. I decided to let my insurance cover the damage and let them deal with ****** to recoup whatever they could from them. From the point where they sent me the legal document, ****** had not secured a flooring guy to do the work or a contractor since I needed extensive work just not flooring. ****** was just difficult to work with and they tried to limit their costs associated with their damage. I offered to settle with them and sign any document to limit any further costs to them. They offered me less than half of what I asked them for when they knew that theres was no way that offer would even cover the flooring alone let alone the other damages. Horrible company!

  

  Business Response

  Date: 09/08/2023

  Hello thank you for reaching out about this

   

  In an effort to compromise we offered to repair all the items that the homeowner has mentioned along with some expenses that the homeowner experienced.  We sourced all the materials and were 100% ready to get going.  The homeowner declined the work for his own reasons and so we offered to pay him what we thought our reasonable cost would be to do the work.  He declined that as well and just to go through his insurance which is fine with us.

  Customer Answer

  Date: 09/08/2023

  The company did not provide any new information.  This is the same information I put in.  My point was that the legal document that they sent only covered material and the work.  It did not cover any extra expenses as a result of the work.  I would have to pay out of pocket for furniture storage,  hotel stays, and any other expenses.  I should not have to pay anything out of pocket for their mistake.  Furthermore, my house has been a mess for over a month and they dont want to compensate me for that either.  Their job is to minimize as much as they can their responsibility for the lowest costs!  I can upload their legal document for further proof of their lack of making things right!  This company rather get sued then do the right thing.  I dont know how anybody wins with a lawsuit.

  

  Business Response

  Date: 09/08/2023

  Thank you for reaching out about this

   

  The homeowner asked us to replace a huge amount of undamaged flooring that does not match the flooring that was damaged in addition to the flooring that was damaged.  We offered to replace that flooring as well as an attempt to compromise.  If the homeowner prefers we're happy to replace just the damaged flooring and pay him the difference. 

  Customer Answer

  Date: 09/13/2023

  In response to the latest message from the business I want to clarify something.  The flooring that I had was installed a few years back and no longer available and that was the reason for the extended work.  The companys statement seems to insinuate that I wanted more work than what was needed and that was not the case.  Company had their own people come to my house and they gave their own estimate.  My fright with ****** is not that they didnt offer to fix my home, the problem with the business is that they want me to sign a legal document absolving them of all future financial matters.  Like ****** stated in their response, I was going to need  extensive work but they didnt not want to cover or provide me with anything over the material and installation.  They dont want to provide me with furniture storage fees, possible hotel stays, compensate me for PTO Im going to waste on supervising the work, and just just compensation for the amount of time we are stuck in a messed up house.  
  

• Initial Complaint

  Date:08/29/2023

  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 contracted with Semper Solaris in February 2023 to put a new roof on my house, add solar power and change the electric panel to accommodate all electric. To date, they have only completed the roof. At this point I have been waiting around 6 months for the electrical work to be completed and cannot live in the house because none of the appliances can be connected without a new panel. I have called endlessly. They say someone will get back to me within 48 hours every time. No one has ever called back. At this point I cant wait any longer. I need to move into my house and this has put my life on hold. There is no excuse for this taking so long for any customer. I have submitted to ********* Co BBB. Semper Solaris has outlets in Concord, ********* and nearby communities. The index case occurred within San Mateo County.

  

  Business Response

  Date: 09/05/2023

  Hello thank you for reaching out about this

   

  This customer has a StabLok main service which has lost its UL listing and must be replaced prior to adding solar or battery.  Unfortunately unlike the old days when we could get service upgrades done within a week or two the utility digs their heels especially when they know the work is solar related and it typically takes up to 6 months or longer. We don't have any motivation to delay a project because we make zero profit until we are paid in full at the end and we spend a lot of time money and effort  getting jobs ready to build.  This customer has a permit for the upgrade and a date from the utility of September 19th

• Initial Complaint

  Date:08/28/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My $30k solar system has never worked correctly. Problems have been that the Solar PV breaker has tripped frequently (resulting in no production), and the reporting of solar production, battery use, energy use, and energy imported/exported has been incorrect off and on throughout. As of 4/25/2023, they came out to look into the breaker problem. They refuse to admit that it is a design issue even though it has happened many times. No other breaker in my house trips (ever), but this one is quite frequent. All they ever do is swap out the breaker. They changed the wiring through the CTs hoping (for no reason) that that would do something. I immediately started emailing (4/25) that there had been a mistake. My reporting went crazy. The consumption always shows exactly equal to the production which makes no sense. The consumption shows far in excess of what we could possibly be using. The battery charges and discharges at arbitrary times. The import/export graph is bizarre, showing huge import and export during the same 15-minute period. There was no response to the email on 4/25/2023, so I sent another email asking for service on 5/7/2023. No response, so I sent another email on 5/12/2023 threatening to go to the BBB. No response, so I sent another email on 8/3/2023. No response, so I sent another email on 8/11/2023. I also called that same day. She said she would mark this as urgent, and they would get back to me in a couple of days. Now it is 8/27/2023, and I still haven't heard a thing. In the meantime, the Solar PV breaker has tripped on 8/16, 8/22, 8/23, 8/26 and 8/27. Each time it trips, I have to notice that it has happened, because there is no notification from the system or from Semper Solaris. When the breaker has tripped there is zero solar production happening. It is tripping nearly every day now, and I should not have to monitor this on an hourly basis in order to keep my system running. This level of zero contact and zero service is not acceptable.

  

  Business Response

  Date: 09/05/2023

  Hello thank you for reaching out about this.

   

  We Have spoken to this customer this morning and are working to see what we can do to bring this to resolution once and for all.

  Customer Answer

  Date: 09/05/2023

  This was just a phone call to say that they are looking at the history of the problem.  They didn't even offer to make an appointment.  This is not a resolution.  Action needs to be taken, and problems need to be fixed.

  

  Business Response

  Date: 09/14/2023

  Hello thank you we are working with this customer and our technicians to resolve this issue.

  Customer Answer

  Date: 09/18/2023

   This is not a resolution.  It just says they are working with me, but I haven't even had an appointment yet.  One is scheduled for tomorrow.

  

  Business Response

  Date: 09/29/2023

  Hopefully we will be able to come to a resolution after the site visit.  Have a Wonderful weekend

  

  Business Response

  Date: 10/19/2023

  Hello, we have another appointment scheduled with this homeowner tomorrow to Make sure everything is 5x5

  Customer Answer

  Date: 10/19/2023

   All they have done is schedule another appointment.  They haven't fixed anything.  The previous "fix" didn't work.

  

  Business Response

  Date: 10/27/2023

  Hello thank you, this issue was resolved when ************** visited.

   

  Thank you and have a great day

• Initial Complaint

  Date:08/25/2023

  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.

  The solar unit is not working. I contacted Semper Solaris two weeks ago, and they said they would send a technician to fix the problem. A week later, I contacted them again, and they said someone would contact me in three days. Four days passed, and I contacted them again, and they said someone would contact me in three days. That time has now passed. I called them this morning, and they again said someone would contact me in three days. I am getting lied to by this business repeatedly, and they are not fixing the problem with their equipment.

  

  Business Response

  Date: 09/05/2023

  Hello thank you for reaching out about this

   

  We have a technician scheduled for September 7th to troubleshoot his solar system on site.

• Initial Complaint

  Date:08/24/2023

  Type:Sales and Advertising 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.

  We discovered 6 of our panels are underproducing. Contacted Enphase engineering (who monitors our system) and they confirmed the installer (Semper Solaris) needs to come out and address the panels and microinverters. It has been over 4 weeks now, I've been calling and emailing (3 to 4 times a week) the warranty department at Semper Solaris. All we got was a auot generated email saying "your request was received". After over a week or so ***************************** from the warranty department started emailing and calling stating they do not see any issues with our solar panels system and the said what Enphase is stating is not the case. I called Enphase again and they emailed the warranty department several times sharing data/reports showing an issue with 6 of the panels (underproduction) recommending a site inspection to fix the underproduction issue. We also emailed Semper Solaris warranty department the data from the Enphase application showing the difference in production comparing the same months from 2022 and 2023, which clearly shows less production.We want Semper Solaris to stand behind their warranty and resolve the underproduction issue we are experiencing.

  

  Business Response

  Date: 08/25/2023

  Hello thank you for reaching out about this

   

  We apologize for the experience you have had so far in your warranty claim.  We will do what we can to speed things up.

   

  Thank you

  Customer Answer

  Date: 08/26/2023

  
  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 received a call/voicemail from *************************** (technical Support Supervisor) from Semper Solaris on 8/24/23 and I returned her call and left voicemail with her colleague on 8/25/23. Have not received a call back as of yet today 8/26/23. 
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:08/17/2023

  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.

  Semper Solaris hired a contractor to install my solar panels. Their contractor failed city inspection. This was a delay of 3 weeks. Semper Solaris filed with SCE. They left out the inspection card. Had to refile with inspection card. A delay of 3 months. They filed again and left out my address on inspection card. Now its been a 6 week delay with no date I can start using my solar. I took a loan out to buy my solar. I am now paying my loan for solar and an electric bill. Which is costing me $2000. To date out of my own pocket.

  

  Business Response

  Date: 08/18/2023

  Hello, think you for reaching out about this.

   

  We are actively working with this customer to bring this issue to resolution.  We did make a couple of errors with paperwork and the utility is taking an extraordinary amount of time to process applications due to significant backlog.

   

   

  Customer Answer

  Date: 08/21/2023

  Semper Solaris has contacted me about the complaint. But we have yet come to a resolution of the problem. 

  

  Business Response

  Date: 08/25/2023

  Thank you for reaching out

   

  We got a rejection previously because  the utility Southern California ****** did not like the inspection card provided by ************** because it did not state the city's name .  We don't create the inspection card they do .  Typical nonsense dealing with utility that is looking for any excuse not to issue permission to operate .It has been resolved and we resubmitted to the utility on 8/18. We are pending SCE review. 

• Initial Complaint

  Date:08/14/2023

  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.

  OUR CONTRACT WAS SIGNED IN MARCH 2023 FOR A NEW ROOF, SKYLIGHT AND ***** PANELS. OUR CONTRACT WAS CHANGED SEVERAL ****S ( 1) OUR CONTRACT WAS REVISED FOR AN ADDITIONAL $6000.00 WORK MATERIAL NEEDED AND; (2) LATER WE WERE TOLD THAT OUR SKYLIGHT WAS NOT A NORMAL SIZE AND IT HAD TO BE SPECIAL ORDERED FOR AN ADDITIONAL $820.00 (SKYLIGHT MEASUREMENTS WERE DONE AT THE **** THE CONTRACT WAS DONE. WE WERE ADVISED LATER THAT THEY DID NOT HAVE A SKYLIGHT WITH THAT MEASUREMENT.) THEIR WORKERS DAMAGED OUR CEILING FAN DROPPING ROOFING MATERIAL, THEY DUMPED MATERIAL IN OUR NEIGHBORS YARD, RIPPED OUR CARPORT, DAMAGED OUR CEILING AND CARPET WHICH WAS WET DURING A RAIN AND THEY LEFT BEER BOTTLES ON OUR YARD. THE WORK IS COMPLETED FOR THE ***** BUT OUR ROOF CONTRACT STILL IS NOT COMPLETED. NO BODY TRIED TO HELP, WE HAVE BEEN TOLD BY THE PROJECT MANAGER THAT THE SKYLIGHT MANUFACTOR MACHINE DOES NOT WORK SO WE STILL DO NOT HAVE THE SKYLIGHT. WE ARE THE ONE THAT TRIES TO REACH OUT TO COMPANY BUT ARE TOLD THE SAME AND WE LEAVE MESSAGES AND NO BODY RETURNS OUR CALLS, WE STILL HAVE A HOLE IN OUR ROOF DUE TO NO SKYLIGHT ORDERED.. WE ARE VERY UNSATISFIED WITH THIS COMPANY.

  

  Business Response

  Date: 08/14/2023

  Hello thank you for reaching out about this

  We have our construction manager meeting with the homeowner tomorrow to walk the job and see if we can do to wrap this up.

   

  Thanks again.

  Customer Answer

  Date: 08/25/2023

  Please note our complaint is not resolved. Please continue your investigation on this matter. 

  Their representative came to check out issues again as noted on our file. We were told again it would be fixed next week on August 25.  There was a hurricane/tropical storm on Aug 19 and 20.  We now have a leak on roof.  They came to see but nothing was fixed. A skylight was delivered on Aug 22. But the wrong one and wrong size. They said they would make it fit. What does that mean. Nothing is done as of today. This is very unprofessional 

  Customer Answer

  Date: 08/30/2023

  1.  We did not reject the company's response, the project manager Mike did come to see damages.

  2.  we received the wrong skylight and they adjusted to fit. christian (project managera) noted that we would be reimbursed 820.00 that was billed for our skylight. nothing adjusted off our contract yet.

  3.   We had a leak after our storm, c******** came and sealed one of the stanchions off the solar panel. hope it does not leak with the next rain.

  4.   We fixed the ceiling fan that fell when the roofers were working. 

  5.   The carport was damaged when roofers threw tiles off the roof.

  6.  We had to have trash picked up from neighbors yard and our yard.

  7.   We had beer bottles cleared up after work.

  8.   workers only worked until they were called to other job sites.  Why didn't they just finish the day?

  9.   now they are billing us 250.00 for pto which was withheld till solar  was turned on. this was withheld from the contract amount.  they already got paid for their finished work.

  10... they added 6000+ on our loan for additional material that was not calculated in their buffered  figures,

  
  

  We are very unhappy with all we went through. We called many days and we asked many company personnel and customer service for help and it took a long time to get our project worked on. 

  I was unable to send some more of our pictures. If additional pictures are needed christian the project manager and some of the workers also took some pictures.

  This experience was frustrating. I think we went through more than any customer should have gone through these last several months. 

  Customer Answer

  Date: 09/09/2023

  continued rebuttal on id#2******* semper solaris

   

  our first part of this rebuttal was sent under my husband emai* ***********************.  some pictures were sent there.

  our complaint is never ending.

  11. on 8/29 some contractors worked on our panels per Cassandra request. some of the panels do not work since then. we advised M*** and C********* they said someone will be here to check it out. no one is here yet. this is going to cause an error on our electricity the longer they take.

  12. our bill changed again without our knowledge to $67,315.00. (we were advised by credit karma on 8/31/23). we did not approve this change. We need to know what we are paying.

   

  we are senior citizens under a lot of stress due to all these problems. we are a veteran family and have not ever come across such stress. when will it ever end. please help. we still havent  resolved this complaint. it has taken too long to finalize. thank you for your help.  e g********

  Customer Answer

  Date: 09/12/2023

  this still continuing, our solar is not working still.  no one is answering our calls for this problem. 

   

  13. we now have a billing problem. apparently, everyone was paid for our project on 8/8/2023 per the finance company (dividend finance) even if the work was not completed.

  therefore the finance company is billing us an interest perdiem of $12.82.($12.82x30 days/month=$384.60) our payment is $346.18 which is not due till 10/7/23.

  something is not right we will be paying interest only with the balance increasing and we will  never pay off our loan   right? the interest  is more than our payment plus they are adding interest when we are not started paying. they have already added $$ to our contracted balance.

   

  14.  our loan was  $54,553.   (loan cash amount)

                                  5,126.   was added (because we did their financing)

                             =$59,699

   

                                      250.   pto was added

                             = $59,949

   

                                    6,475   roofer adder was added

                              =$66,424   (note; we were not going to be billed $820.00 due to change order for the wrong skylight) 

   

  this is the correct amount we should be billed on October 7, 2023 with no additional perdiem interest added because of the problems we encountered and not to mention all their delays and damages to our home

  please help us. thank you

  e gutierrez

   

  

  Business Response

  Date: 09/14/2023

  Hello thank you

   

  We Will reach out to this customer to discuss his payment terms.

  Customer Answer

  Date: 09/18/2023

  our SOLAR is still not working. after our many attempts, they say they will come to correct the problem nothing is done yet. 

  please review all the items that we previously  complained about on our bbb,  nothing has been corrected.

  now the financing is not corrected.  we still do not have a copy of our contract. our payment is coming due in a couple of weeks?. what is the delay in fixing our problems?. ryan at dividend is aware of our financing issues. he was going to have it corrected

  

  Business Response

  Date: 10/05/2023

  We completed the microinverter swap for the single micro inverter that was defective..  Homeowner is happy with the solar.  Most of the system has been working just fine for quite some time. Based on the monitoring info, everything is working fine.

  
  
  There is still a roof issue to be addressed.  We inspected the roof last week on Tuesday.  The homeowner went out of town so we could not schedule the repairs.  The homeowner returns on Monday, Carlos is going to walk him through the scope and offer to return on Tuesday to complete them.,

  Customer Answer

  Date: 10/16/2023

  waiting for the next rain to see if the roof leaks. also waiting for repairs to the inside of the house

• Initial Complaint

  Date:07/25/2023

  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.

  Semper Solaris installed my roofing and then the solar. Sometime in august 2022 after so many delays in the project. Dec. 2022- Jan 2023. We had that strong rain. Feb I reported leaking in my ceiling. I reported several times and they told me in writing that I will have to pay if it was not their doing. They sent someone end of feb. He inspected the roofing found the ceiling with moisture and said its because of the solar. He said he will make a report. Months passed I kept texting ***************** service). She sent another person. 2 months ago he went up the roof said he found cracks. Took picture. And said he will temporarily put adhesive. He will make a report so they can. Send people to repair. Its end of July. ****** does not respond to my text message. I texted ************* and told him. He promised me 50 years warranty on the roof. Its not even a year. Can done one help me pleaseee

  

  Business Response

  Date: 07/31/2023

  Hello thank you for reaching out about this

   

  We Do apologize for your experience as we have definitely dropped the ball.  We will get this taken care of for you right away.

   

  Thanks again

• Initial Complaint

  Date:07/22/2023

  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.

  Semper Solaris installed a 12-panel solar system in November of 2021. In early March of 2023, the energy production of seven panels went to zero. I detected the problem in late March and contacted Semper Solaris several times, asking for a service call. Eventually, on April 13, they scheduled a service call on May 8 to be performed by their agent Energy Aid. On May 8, the service technicians detected two bad Enphase adapters and requested **** from Enphase. I had to call Energy Aid to get a schedule for a replacement service call which was scheduled for May 23. On the May 23 service call, the two bad inverters were replaced with new inverters but the same seven panels still produced zero energy. I called both Semper Solaris and Energy Aid several times requesting another service call to fix the problem. Eventually, Energy Aid scheduled a service call on June 21. On about June 19, I received an email that the June 21 service call was canceled but did not get a new schedule. I called Energy Aid and complained and eventually, they scheduled a service call for June 23. On the June 23 service call, the technicians said that the other five inverters of the seven panels producing zero energy were now testing bad and these were submitted for RMA. The seven panels are still producing zero energy. After numerous calls to Semper Solaris, they told me that it would take two to four weeks to get the five new inverters and schedule a service call. It has been four weeks and I have not received any call from Semper Solaris. I believe there is something terribly wrong with Semper Solaris and their warranty service. I would appreciate any help the BBB can give me.

  

  Business Response

  Date: 07/23/2023

  Hello, thank you for reaching out about this.

  We will follow up with the manufacturer about the replacement parts and contact the homeowner when we have them to schedule replacement.

  Thank you

  Customer Answer

  Date: 07/27/2023

  ***** is my new single point of contact at Semper Solaris. She told me that Enphase would take two to four weeks to approve replacement of the five bad inverters and deliver the new inverters. The maximum of four weeks occurred on July 21. I would like to point out that the *** for the first two was complete in less than two weeks and those two inverters were installed on the fifteenth day after they were detected as bad. No one at Semper Solaris has contacted me. I sent ***** a text message to her telephone on July 26 and she has not responded. I should have received an update by July 21.

  

  Business Response

  Date: 07/31/2023

  Hello thank you for reaching out about this

   

  When we receive the replacement material we will contact you to schedule installation Just as we did before.

   

  Thank you very much

  Customer Answer

  Date: 08/06/2023

  By the first week of August I did not get a phone call from my single point of contact, *****, to let me know if Enphase had delivered the 5 new microinverters. ***** had told me that Enphase normally takes 2-4 weeks to replace failed equipment. So I texted ***** and did not get a response. Two days later I called Semper Solaris help line and asked for ***** and the operator said she was not available but that she would call back. I did not get a call back. I decided to contact Enphase and they told me that they had delivered the five new microinverters to Energy Aid (Semper Solaris service agents) on June 29, a short six days after they got the *** on June 23. I never get a call back from ***** but a person named **** from Semper Solaris calls me and tells me that they are waiting for Enphase to send the parts. After I tell him that Enphase delivered the microinverters on June 29, he makes some other excuses but eventually asks when I am available for a service appointment. I tell him I am flexible, give me a date and I will give you a yes or no. He says he will have Energy Aid give me a call. A day or two later Energy Aid calls and says that the earliest appointment is October 12. I object and say that is not adequate. The caller spends time checking his scheduling and then says the best he can do September 20. I object again. He says the reason for the long delay is that they are waiting for Enphase to send the parts. I tell him that Enphase delivered the parts to Energy Aid on June 29, over a month ago. He says they have not received the parts at the ******* office and they have internal processes that take time. I say that is ridiculous. He asks again if September 20 is OK for a service call. I tell him that I will think about it, say good bye, and hang up. About three hours later, Energy Aid calls and asks if August 30 is OK for a service call. I reluctantly agree to August 30.