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:03/10/2023

  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.

  Weve had three power outages since *** purchased the battery and the back up battery does not kick on. Ive tried calling for months. The recording says to leave your number and someone will get back with you. They never do.

  

  Business Response

  Date: 03/10/2023

  Hello

   

  Than is not acceptable.  We will reach out to this customer immediately to rectify

• Initial Complaint

  Date:03/08/2023

  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.

  Purchased Semper Solaris Sunpower system 12/15. System stopped working. Called 3 days in a row with no call back, finally went to their business location directly. Service person came out on 2/28/2023. Informed me that the inverter was no longer working and will need to be replaced. Waited until 3/8/2023 and I called back. I was informed that my warranty will have to be processed and it will ***********-8 weeks to process. I find this warranty process to be suspicious since they should have these inverters in stock. My system can be down up to 2 months. I talked to other solar companies, they informed me that there warranties are in house, have inverters in stock, and can be taken care of in 1-2 Weeks. Can you help?n

  

  Business Response

  Date: 03/10/2023

  Hello and thank you for reaching out.

   

  This inverter is under warranty from the manufacturer.

   

  They are not in stock and cannot be purchased.  They have to come from the manufacturer.   The customer must go through the *** process with the manufacturer according to their timeline which is what we estimated to the customer.  Ultimately the unit will be supplied and we will replace it when supplied.  Customer may also follow up with Sunpower @ ********************************.  The manufacturer can also replace the unit for the customer if they prefer.

• Initial Complaint

  Date:03/08/2023

  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.

  This project with Semper Solaris was initiated January 2022. During the course of getting a roof and solar it was decided that new electrical panels were needed in order to be up to code. This required that power be completely shut down, and then resupplied once the electrical panels were complete. I have a pool pump that runs on a schedule and this pump was surged and stopped working. This was the end of march. It took a few days for me to realize the pump wasnt working, so I called Semper Solaris and the electrician came a few days after that to see what was wrong. He determined that the power was getting to the pump but the pump had been burnt out. I expressed this to Semper Solaris and they said it would be counted toward usage credit since I had to pay ******* to replace the system. The total cost of this project which included a roof, solar, and electrical panels and a hvac system was around ****** plus interest . Fast forward to January 2023 , ******* experienced some extremely strong storms . They had removed an inactive Directv dish to install the new roof the year before. January 4 , 2023 the dish FLEW OFF MY ROOF TO MY DECK!! Then a piece of the vinyl roofing material also blew down . This company left this dish on my roof with nothing to secure it and didnt tell me anything that it was unsecured, or i would have asked for it to be taken down. So since January 4, we have been trying to get them out here to inspect my roof, and all I get is apologies and promises to call me back. While the hvac system was being installed the Semper Solaris crew also leaned on a sink in my garage/washroom and broke that too ! Again, no mention or taking of responsibility for their actions as we had to find out later that it was leaking and broken, something else I had a to pay to replace due to Semper Solaris negligence.I want to be compensated for the pool pump and system as it was still working fine before they came and it was ruined after they left So we dis

  

  Business Response

  Date: 03/10/2023

  Hello and thank you for reaching out

   

  We will be delighted to come inspect the roof and will reach out to ************************* about her other complaints directly

• Initial Complaint

  Date:03/07/2023

  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.

  10/28/22 - Service at listed address identified issue with electronic equipment. Promised that parts would be sent within 1-2 weeks. Despite numerous follow up attempts, Semper Solaris has not come out to our home to fix the issue. **************** has been deferring now for over 4 months. Advised on last note to Semper Solaris that my next outreach would be to BBB if they didn't respond. They still haven't responded and thus we're filing this complaint. Please take a look at this and advise at your earliest opportunity. Tha

  

  Business Response

  Date: 03/07/2023

  Hello

   

  This customer has a broken monitoring device that was manufactured by SunPower.  It is no longer manufactured. an RMA for a new device was initiated by ** with SunPower.  It is a proprietary piece of equipment that we can only get from SunPower.  So far we are still awaiting replacement.  When it arrives we will install immediately.

  If the homeowner would like he may follow up with SunPower directly at ****************************** and ******************************** 

  The monitoring device does not affect system production

• Initial Complaint

  Date:03/03/2023

  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 contract signed two years ago and installation of two Tesla Powerwalls completed in January 25th 2023 (2 years and more than 25 days on site). Multiple re-wiring require by more than a dozen workers who were not licensed electricians.PG and G gave me permission to operate last month based on Semper Solaris application.. However, since last visit January 25, 2023 my Powerwalls have not worked when the final re-wiring was done by Semper Solaris to meet PG and E code. Before their last visit Powerwalls were 100% working. I have requested a return service visit from Semper Solaris dozens of times by phone and email over several weeks.. No response re service visit received except you are on waiting list via email.I contacted ***** directly and they informed me that Powerwalls have only 3% residual charge. Furthermore they notified Semper Solaris to fix solar panel to Powerwall connection ASAP to avoid total failure of battery (brick) which would require full replacement of the units.I have followed all the troubleshooting procedures required to homeowners to bring Powerwall back on line but was unsuccessful. ***** recommends urgent visit by Semper Solaris to charge units by fix their faulty wiring.Can you help?Thank you,*************************

  

  Business Response

  Date: 03/04/2023

  Thank you for reaching out

   

  We will contact the homeowner to continue service

• Initial Complaint

  Date:03/02/2023

  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.

  our Solar was installed last Spring with a final inspection that was scheduled and completed on 6/20/22. We never heard from Semper after that and thought everything was handled.December, 2022: We received a $400 PG&E bill and after not being able to get in contact with Semper, spoke with someone from Enphase (battery backup company) who stated Semper had turned off our solar. Only once we knew that were we able to get someone from Semper to tell us that we had failed our final inspection.January, 2023: I hear back from ******* and finally ******** stating that we need to have a permit for the water heater that was installed just prior to the solar installation.February, 2023: I receive a copy of the inspection report from the ************************. It does not say we need a water heater permit but that Semper needed to provide a "whole house load calculation".I have been paying $332 per month on a loan since June of 2022 for the solar system that is apparently not permitted and now not functioning; plus $800 in PG&E bills that we've received since Semper turned off our non-permitted solar production.This is unacceptable and the company has not rectified this issue after several months of emails and phone calls.

  

  Business Response

  Date: 03/04/2023

  Hello, thanks for reaching out

   

  We will look into this situation and see what we can go to get things to a good resolution

• Initial Complaint

  Date:02/28/2023

  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.

  We signed a contract for 23 solar panels, a 200 amp ************ Panel upgrade and the installation of a Manual Transfer Switch for $35, 925 on 3/1/22. System was commissioned on July 7, 2022. Our contract states that the system will produce an estimated 1st year average of 993khk/month (+/- 10%). Semper Solaris continues to be in direct violation of this contract and is negligent in their legal responsibility. Our average production over the last 8 months is *******. From July - October, I was repeatedly told by multiple people, the issue was a monitoring issue and NOT a production issue. Believing this, we ran our air conditioner all summer and based on our promised 'more than enough' monthly production, we did not think about energy usage and are now currently facing a $900 SDGE bill on top of a monthly loan payment for the system. It was not until October 28, 2022 after 5-6 tech service visits, and countless hours on the phone with Semper and SDGE, that a tech team was able to get the system 'working', however, the system is STILL significantly under performing. Our contract states that the system will produce an estimated 1st year average of 993khk/month (+/- 10%). Semper Solaris continues to be in direct violation of their contract and is negligent in their legal responsibility. Our average production over the last 8 months is *******. Semper Solaris has repeatedly shown incompetence, fraudulent and negligent business practices. I am seeking a full system replacement, repairing the current system with a renegotiated contract for a significant reduction in total cost, or to completely forgive the loan, cover my charges to SDGE and remove the panels from my roof.

  

  Business Response

  Date: 03/01/2023

  Hello - thank you for reaching out about this.

   

  We will work with this customer as to next steps

   

  Thank you

  Customer Answer

  Date: 03/02/2023

   

   

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their acknowledgement of the complaint. As of this writing, I have not been contacted by the business regarding this complain.   I will wait for the business to perform this action. 
  
  Regards,
  
  *******************************
  
   

  
  

• Initial Complaint

  Date:02/22/2023

  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.

  ****************** described in January 2023 is part of it. I have Semper Solaris installed 10 panels on my roof and one of them has not been producing energy correctly. It has been 3 months trying to tell them the issue and to repair it, and it has been not getting resolved. I finally got an appointment to have Technician coming out to troubleshoot it which was yesterday. But, no one came nor text me, or call, nothing. Also, good luck with customer you try to call them they are not gonna pick up the phone. I finally left my name to call back. LUCKILY, I have customer called me and I complained about that. She keep asking me waiting and waiting to get Tech on the phone. Finally, I decided that I want to speak to supervisor and waited again. OMG, the Tech got on phone talked to me not supervisor....wow. I explained my situation to him. He told me to wait to find out what happened to the Tech. He came back told me the Tech did went on my roof replace the inverter. It shocked me that I wasted my 6 hours from work to wait at home and nobody came let me know and got on my roof fix the inverter? Seriously? I can get officer to arrest him if he got up my roof without my permission. They hire those Tech can lie to you as well. I feel like I wasted my money that have no support from this business. I am giving out advise to everyone who plan to go with Semper Solaris ************** PLEASE THINK TWICE.

  

  Business Response

  Date: 03/01/2023

  Thank you for reaching out

   

  The customer's system was repaired under warranty and is working properly

   

  Thank you kindly

  Customer Answer

  Date: 03/01/2023

  
  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,
  
  Tranh Thai
  
   
  

• Initial Complaint

  Date:02/18/2023

  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.

  My wife and I are pleased with the product provided by Semper Solaris solar, and refer them frequently to other people considering solar. ISSUE: Semper offers a $550 referral bonus, but they are refusing to honor it, saying the last customer we claim to have referred (and who completed Solar installation) marked on a questionnaire that they ware not referred. But, not only did she make a point of giving our names to her sales representative, but asked him to write a note stating we referred her. We sent the note to Semper Solaris, and included it to you. *I should note that ******* was her sales representative, Ms. ***************** (the customer) is from ********, and she refers to my wife as "Ka".When I checked with Semper Solaris in ******** regarding the bonus, they asked me to send them proof of the referral, which I did. I was told it was sufficient to proceed with payment. Months passed, I again contacted Semper and was told the check would process in a week. Weeks passed. I again contacted Semper Accounts and spoke with ***************************** who checked up on things quite thoroughly and thought the check should go out. It didn't. She called today to explain that someone had determined our referral customer had marked "No" on a questionnaire asking if she had been a referral, so they were denying payment. IMy wife texted the customer (and friend) a few minutes ago who responded, "I will try to talk to them ka. Referral, I said No? I don't think so. ******* might mark down himself. If I said "No" why I put your name on (it). That not make sense ka." Then added, "I think they try not to give. Or ******* took it lol !"When ********************** was troubled by her inability to understand all the nuances of business contracts and proposals in English, she counted on my wife to guide her through the process and to interpret for her sales representative. We would like Semper Solaris to complete their obligation to us.************************** installation was in *******, **.

  

  Business Response

  Date: 03/01/2023

  Thank you for reaching out about this.

   

  This is a difficult case because:

   

  1.  This customer did not provide us the name of their referral directly

  2.  The referred customer explicitly denied that they were referred by this person or anyone else

   

  We have talked it over and in this case we will go ahead and send the check anyway as the customer is so adamant.  Thank you kindly and please have a wonderful day!

  Customer Answer

  Date: 03/04/2023

     My husband and I were disappointed when reading the company's response and inuendo that we fabricated the referral...it has left a very bad taste in the mouth of the current customer, Audi (Amonluk) Markaratad. Audi asked in disbelief, "Miss *****, why would I say you did not refer me when I chose Semper over all the other companies that had tried to sell me solar? They are lying!"   I interacted with ***********************, Audi's sales representative, on multiple occassions and have several messages he sent me when Audi needed clarification about the Solar Panel installation he was proposing. She at one point was frustrated with the difficulty of understanding all the English terminology and was thinking of dropping the whole deal...but I explained the end of net metering and what it meant to her in the long run. She is a very bright woman from ******** and the language barrier is to be expected.   Our interaction with Semper Solaris was very concise: I sent them the note that ******* had scribbled for Audi which contained a brief "Referred by ****** and *************************" and a note that Audi was referring HER friend (*********) to Semper, plus a few other items. She told me she had given ******* our names for referral, and requested our address. I also have these texts.   I am pleased that Semper Solaris has chosen to make payment, although we have not received it at this time. But their accounting department is doing a grave disservice to the reputation of the company. When I sent my evidence of referral to both ******************************* and ******* in Accounting, they both expressed that it appeared to be well documented and we should be looking for a check in a week to two weeks. After three weeks I called again and was told that Accounting didn't have sufficient evidence and the customer (Audi) had marked on her questionaire that there had not been a referral made.   Thank you for what you do. I hope this will be constructive.  Sincerely, *************************

  

  Business Response

  Date: 03/05/2023

  Hello,

   

  Thank you, Have a wonderful day

  

  Business Response

  Date: 03/23/2023

  Hello thank you for reaching out about this *******

   

  I think perhaps you didn't read our original response?  It was extremely complete and we also sent the customer the funds they were asking for.

   

  Please review both responses when you have a chance and let me know your thoughts thank you so much

• Initial Complaint

  Date:02/13/2023

  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.

  On March of 2018 I purchased a complete solar system from Semper Solaris. They installed the entire system including a Solar Edge inverter. My inverter stopped converting the solar energy from my solar panels to home energy. I was never asked to choose the model or brand of inverter. This was decided by Semper Solaris. This actually happened back in December 2022. I did not now the inverter was down until I got my SDG&E bill. I quickly called Semper Solaris they had me try several things from my end to correct the issue. After speaking to at least three different people I asked for a Technician to come. I was told it would cost $150.00 for the tech to come to my home. I agreed to the price. The tech came to my home and determined the inverter was no longer working. He told me he would order the parts and would be back in 3 weeks to fix the inverter. I paid the $150.00 with my credit card. I have since called almost everyday for updates and asked for a new inverter instead of waiting for parts. On of the many times I called, I was told parts are back ordered and it may *********** to 8 weeks to get the parts. My entire system, per Semper Solaris has a 25 year warranty. I have asked to speak to a supervisor at least 5 times. Each time the supervisor is in a meeting, but will call me back within 24 to 72 hours. To this day (2-13-2023) a supervisor has not called me. I spoke to a sale person, ******************* and explained my problem to him. On Feb. 2, and Feb. 9, 2023 he sent the service emails asking that someone help me out. Still no response. My SDG&E electric bill is now over $400.00, with no end in sight. I am out of options

  

  Business Response

  Date: 03/07/2023

  Hello, than you for reaching out about this

   

  This inverter is covered under warranty from the manufacturer.   We are scheduled with he homeowner to return 3/13 to replace.  Thank you!

  Customer Answer

  Date: 03/08/2023

  
  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,
  
  ***************************