Complaints

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:05/23/2024

  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.

  Signed contract on 06/22/2022 for install of 20 Solar panels and 2 *********** Walls along with all of the support equipment, permits, and project management services for my new home in ******, **. The scope of the project was to install the additional items and integrate current Sunrun system of 18 panels that came with the house into the new Powerwall's. The installer arrived 08/18/2022 and proceeded to spend the day installing the 20 panels (Powerwall's were on back order at that point). Installer left and stated they would be back once the powerwalls came in (although they damaged our finished garage walls (in a house that was less than a year old with conduit and multiple holes in the walls). It came to our attention during a ************** call (since they completed the *** process with PG&E for solar system that came to with the house but the system would not turn on) that the Goldrush installer had re-wired the existing panels causing them not to work in addition to the 20 panels Goldrush installed. This also voided the warranty on the Sunrun system since it had been completely re-wired to the point of not working (they were not supposed to touch the existing system for this reason). We reached out to ******** and they came in December to inspect the install work and stated they would have to return to completely re-wire both systems at a later date. ****** came on 2/27/2023 to re-wire the system and got the Sun Run system up and running (after 4 months of solar production from the system at that point and our Sunrun system warranty). They then requested the equipment payment (even though batteries did not have an install date at this point) which we went back and forth on for months. Finally paid them on 11/29/2023 and told batteries were ordered and should be installed by end of December (via text to ***** on 11/29/2023). Reached out via text 5 times between 12/5/2023 to 4/4/2024 for status they have not responded.

  Business Response

  Date: 06/24/2024

  Dear Better Business Bureau,
  

  We appreciate the opportunity to address the concerns raised by ******************************* regarding his solar installation project. At Gold Rush Energy Solutions, we are committed to ensuring our customers receive the highest level of service and support, and we take all feedback seriously.
  

  Project Timeline and Scope:
  

  ******************** signed a contract with us on June 22, 2022, for the installation of 20 solar panels, two Tesla Powerwalls, and associated equipment, permits, and project management services. The contract also included the integration of his existing Sunrun system into the new Powerwalls.
  

  Installation and Initial Issues:
  

  On August 18, 2022, we installed the 20 solar panels. Unfortunately, due to a delay in the availability of the Tesla Powerwalls, we were unable to complete their installation at that time. We informed ******************** of this delay and assured him we would complete the installation once the Powerwalls arrived.
  During this period, we were also requested to address issues with ************************ existing Sunrun system, which had not been properly installed by Sunrun, causing it to be non-functional for nearly a year. In our effort to integrate the existing system with the new panels, we inadvertently re-wired the Sunrun system in a manner that led to operational issues and concerns about the warranty. Upon notification, we promptly rectified this by re-wiring the system to comply with ******'s specifications on February 27, 2023.
  

  Damage and Communication:
  

  We acknowledge the damage to ************************ finished garage walls during the initial installation. We regret any inconvenience this may have caused and are willing to discuss appropriate reparations.
  

  Regarding communication, we understand ************************ frustration with the delays and the perceived lack of responsiveness from our team. After a payment was made on November 29, 2023, we assured ******************** that the Tesla Powerwalls had been ordered and were expected by the end of December. Despite repeated follow-up attempts from ******************** between December 5, 2023, and April 4, 2024, there was a lapse in our communication, for which we apologize.
  
  Current Status and Resolution:
  

  We are committed to completing the installation of the Tesla Powerwalls and conducting a final inspection to ensure all systems are fully operational. We will reach out to ******************** immediately to schedule this installation at his earliest convenience.
  

  Outstanding Payment:
  

  While ******************** has made substantial payments, there remains a final balance of $10,356.40. We appreciate his cooperation in resolving this matter and look forward to finalizing the project to his satisfaction.
  

  Conclusion:
  

  We sincerely apologize for the inconvenience and delays ******************** has experienced. We are dedicated to making this right by completing the installation promptly and ensuring his solar systems operate seamlessly. We value ******************** as a customer and will take all necessary steps to restore his confidence in our services.
  Thank you for bringing this to our attention. We are committed to resolving this matter expediently and improving our processes to prevent similar issues in the future.
  

  
  

• Initial Complaint

  Date:10/03/2023

  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.

  In August of 2022, I contacted Gold Rush Energy Solutions (Gold Rush) seeking a quote to install a rooftop solar on our home. After meeting with salesperson ***************** and finding his pricing acceptable we proceeded to negotiate with Gold Rush. During the sales process I informed *** that I was concerned about the condition of our roof (Which was installed in 2013) as there was some visible granular loss and visible fiberglass on the shingles. ***'s response was "We are licensed roofers and we will not install solar on a roof that we cannot guarantee for five (5) years. The system was installed in October 2022 and connected by November 2022 Less than one year later I was found to have defective shingles due to granular loss and visible fiberglass. After repeated calls, messages and multiple instances of non responsiveness over almost two months, I finally got in touch with *** again, and Gold Rush is not offering any relief or taking any ownership for their installation and charging full price for the removal and reinstallation of panels and that they cannot be held responsible. Gold Rush is claiming that the cost to remove and reinstall the panels would be $7,000.00 and that the roof was determined to be in good condition and that we are welcome to pursue quotes from other solar companies to remove and reinstall, but in doing so we would void our 25 year warranty. I would like Gold Rush to take some ownership of this inspection and installation. I am open to splitting this cost with them (Minimum 50%) and a guarantee that the work will be performed in a timely manner due to their established record of non-responsiveness

  Business Response

  Date: 10/31/2023

  Hi there, My name is ******, I work with Gold Rush Energy Solutions. I'm reaching out regarding an open BBB complaint, we have already come to an amicable resolution with **** (the homeowner) and he has been trying to get the BBB case closed. Thank you for your time.  

• 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.

  Two complaints:1. The job was completed excessively late - Start and End dates of the contract were 9/15/2022 and 12/13/2022. Actual completion date was not until 05/19/2023. While some weather and government delays were experienced, most of the delay was entirely GRE's responsibility, and for reasons outside those listed in the "Permissible Delays" section of the contract (paragraph 12). In my calculations, we were delayed 2.5 weeks due to PGE processing time, 7 weeks due to Placer County processing time, and 24 weeks (5 1/2 months) was waiting for GRE to schedule appointments and send technicians out. I believe this was a breach of contract. To further make us feel as non-valued customers, at no point did GRE take responsibility or even acknowledge they were so far behind. 2.We received notice from our financer (Dividend) that GRE claimed the system was "substantially usable (paragraph 7.ii in contract) on Feb 3rd, kicking off the full payment of $68,485 from Dividend to GRE and initializing the payback period of our solar loan. At this point in time, the solar panels and batteries were installed on the premises, but wiring had not been pulled, nothing was working or connected, and the batteries had not been commissioned. I believe this was also a breach of contract, and a more impactful one.The system was nowhere near functional usable. Solar panels would not be "usable" until March 24-though it took until March 31 for GRE to inform PGE of this. Batteries would not be commissioned and functional until May 19, three months later. Thus, for these two to three months we would be paying for both PGE service (without the aid of the solar panels) and the Dividend loan payments.As a resolution, we are requesting that GRE reimburse us for two months of solar loan payments An argument could be made for 3 months based on the timing of PGE billing cycles and the loan payments, but we would accept 2 months at $320.77, totaling $641.54.

  Business Response

  Date: 10/11/2023

  I hope this message finds you well.
  
  We are writing in response to the complaint submitted regarding our work with the referenced project.
  
  Firstly, we would like to express our gratitude to the complainant for bringing their concerns to our attention. At Gold Rush Energy, we pride ourselves on our commitment to customer satisfaction, and it is of utmost importance to us that every concern is taken seriously and addressed promptly.
  
  Regarding the delays mentioned, while we acknowledge that the project took longer than expected, various external factors, including governmental and weather-related delays, were beyond our control. That said, we are taking immediate steps to review the specific details of this project, including the timeline of events, to ascertain if there were any lapses on our part.
  
  As for the claim related to the system being "substantially usable," we are reviewing our records and the contract terms to determine the exact circumstances surrounding this claim. We understand the financial implications this may have caused and are committed to ensuring transparency and fairness in our practices.
  
  Please allow us some time to investigate the matter thoroughly. Once our internal review is complete, we will reach out with our findings and any potential resolutions. We appreciate your patience and understanding during this time and assure you that we are committed to resolving any outstanding issues to the satisfaction of all parties involved.
  
  Thank you for your attention to this matter, and we will be in touch soon.
  
  Warm regards,
  
  ******

  Customer Answer

  Date: 10/18/2023

  Thank you for your response to our initial complaint. It is good to hear that you are taking this matter seriously and have initiated an internal review. However,  we must reject your response because BBB only gives us 7 days to decide and we have no indication that your review of the matter will end in any reasonable amount of time.
  
  We hope to hear from your team in the next 7 days in hopes that we can avoid having to escalate our concerns to more time-consuming channels.
  
  

  Business Response

  Date: 10/20/2023

  Thank you for notifying us about this matter; we regard complaints from our customers with the utmost seriousness. After conducting a thorough assessment of the situation, it was evident that certain aspects of the project faced delays. The primary reasons for the hold-up included a revision request by the county that added almost 4 weeks to the processing time for the final inspection. Additionally, there were unforeseen delays in commissioning the batteries.
  
  In response to these challenges, our team has taken the necessary steps to address and resolve the situation. We have approved the homeowner's reimbursement request in the amount of $641.54 as a gesture of goodwill and to ensure his satisfaction with the project.
  
  To confirm the resolution, we have been in direct contact with ******** to ensure that he is comfortable with this amicable solution. He has agreed to the proposed resolution, and we have promptly mailed out the reimbursement check today, October 20th.
  
  Our customer satisfaction is our top priority, and we are committed to ensuring that his experience with us is a positive one.
  
  If you have any further questions or concerns, please don't hesitate to contact us.
  
  
  Best regards,
  ******

  Customer Answer

  Date: 10/27/2023

  Still have not received the check. Can you double check that it made it out?
  

• Initial Complaint

  Date:06/30/2023

  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.

  Currently the ** system hasn't been completed per the design. The system comes with consumption monitoring and the CTs (current transformers) have either never been installed or are not reporting accurately. I have also asked why the panels are producing such a different amount of kwh as they are all the same so I don't know if there is defective panels or the system is working properly. I get now response whenever I write them and I am tired of dealing with an incomplete system which dates back to Sep/Oct of last year. I have attached my latest correspondence with them where I am just trying to understand what is going on and when it will be resolved but have not heard anything back. Any help to get them to complete the system and explain the issue with the panels would be much appreciated.

  Business Response

  Date: 07/25/2023

  Dear Better Business Bureau,
  
  
  We appreciate your involvement in this case and your efforts to facilitate a fair resolution for both parties.
  
  
  We have read and taken into consideration the consumer's complaint, which primarily concerns the absence of current transformers (CTs) in the installed photovoltaic (PV) system and the perceived underperformance of the solar panels.
  
  
  Upon a thorough review of the contract signed with the consumer and the system's design plans, we found no reference to or provision for the installation of CTs. Our company remains committed to the terms agreed upon in the contract, which stipulates the delivery of a system as per the original design. That design, in this case, did not include CTs. We believe there may be a misunderstanding on the consumer's part about this aspect of the contract.
  
  
  As for the variability in the solar panels' kilowatt-hour (kWh) production, it is important to note that several factors influence their performance. The main concern in this instance is the snow damage that the panels have experienced an event that falls under the category of force majeure. Such unavoidable and unforeseeable events can indeed impact the performance of solar panels.
  
  
  We communicated this to the consumer after their query about the drop in the panels' productivity. In the face of such natural incidents, there is little that can be done to prevent the initial damage. However, we do recommend regular maintenance and cleaning to ensure the panels return to optimal functionality once the adverse conditions have passed.
  
  
  At this point, we do not see a requirement for a site inspection. The issues described fall within the scope of what could be expected given the described weather conditions. However, we remain available for further discussions to address any other concerns the consumer may have.
  
  
  We hope this response clarifies our position on this matter, and we will continue to strive for the satisfaction of all our customers.
  
  
  Best regards
  ******

  Customer Answer

  Date: 08/10/2023

  I am rejecting this response because:Dear Gold Rush Energy Solutions,
  
  Thank you for your response even if it was inaccurate in the facts. For example the statement, Upon a thorough review of the contract signed with the consumer and the system's design plans, we found no reference to or provision for the installation of CTs. Our company remains committed to the terms agreed upon in the contract, which stipulates the delivery of a system as per the original design. That design, in this case, did not include CTs. We believe there may be a misunderstanding on the consumer's part about this aspect of the contract."
  
  The design that was submitted and approved by the county included the datasheet for Enphase X-IQ-AMI-***** which specifies it has consumption monitoring. By not installing the included CTs that come with the approved combiner datasheet is not installing the system properly. Should I have assumed a feature & equipment that is provided with the approved datasheet wouldn't be installed?
  
  If this was the case, why wasn't an email communicating this design discrepancy sent to me? Instead, it took multiple emails, a complaint to the BBB, and finally a threat of legal action before any action was taken. If the real issue was the CTs weren't in the design a simple email or phone call would have been sufficient to start a discussion but none of that happened.
  
  The other statement, "The main concern in this instance is the snow damage that the panels have experienced an event that falls under the category of force majeure" . This statement can't be backed as there was never an inspection of the panels for snow damage nor was their sufficient data of production before the snow events as the gateway was never installed properly. So I am not sure how the damage was determined to be caused by the snow when there is no inspection report as one was never performed. So without significant production data showing the panel performance before the claimed snow damage. As well as no technician going on the roof to inspect the system and panels for visual evidence, the statement that it was caused by snow damage cannot be substantiated. 
  
  For the statement, In the face of such natural incidents, there is little that can be done to prevent the initial damage. Yes, there actually is, you can design a system for the snow load in the area so if in fact it was caused by snow damage a panel with a higher loading factor per/sqft would have been a better design choice.
  
  The lack of professionalism in simple communication and design flaws is unacceptable and the system should be restored as I have never had a complete working system and still do not to this day.
  
  Best Regards,
  *******
  

  Business Response

  Date: 08/10/2023

  Hello,
  We understand your concerns and wish to provide clarity on the matter at hand. Firstly, with respect to the CTs and the manufacturer's datasheet, the reference to consumption monitoring capability is similar to a Tesla that boasts of a full self-driving feature. However, unless this specific feature is purchased at the time of sale, it doesn't imply automatic inclusion. Likewise, the datasheet might mention an 80A availability for solar, but this does not equate to the provision of 80A solar in every contract, especially if only a few panels are purchased. The datasheet outlines the product's capabilities, not the specificities of individual customer contracts.
  Nevertheless, in light of your concerns, Gold Rush Energy Solutions did take the initiative to install the CTs at no additional cost to you on 7/21/2023.
  Your concerns about snow damage not being classified as a force majeure event are acknowledged. We wish to inform you that we possess photographic evidence clearly demonstrating the damage inflicted on the panels by the snow. Additionally, our monitoring portal data confirms that these panels ceased production post-damage.
  Our commitment to customer satisfaction is paramount. We approached this situation aiming for a resolution, even offering you a solution that was unfortunately declined. Our team has visited the site, performed complimentary services, and made every effort to rectify the situation. Regrettably, the path to an amicable solution seems to be a challenge.
  It's worth noting that the recent snowstorm in Tahoe was unprecedented. Many solar panel owners faced similar challenges. Yet, such extraordinary events, commonly referred to as force majeure or acts of God, are not typically covered under warranty. Our contract is explicit in this regard. To reject the snowstorm as the causative factor for the damages, given the evidence, lacks a solid foundation.
  In our prior email exchanges, ******* emphasized that the racking system was designed to withstand specific snow loads, insinuating that a complete system replacement should be covered under our warranty. It's essential to note the distinction here: the racking is still intact, demonstrating that it met its design criteria. It's the solar panels that have been compromised because they faced extreme snow loads. Our warranty, as detailed in the provided excerpts, lays out our responsibilities clearly. Under the ********************* Warranty Repair or Replacement" section, our warranty covers the Solar System against defective workmanship for a span of twenty-five years. However, this warranty is primarily focused on our workmanship, and the manufacturer warranties, including those for solar panels, inverters, and racking, stand on their own. Any claims related to defects or issues tied to these specific components are beyond our purview and must be directed toward the appropriate manufacturer. Furthermore, while we act as warranty administrators, facilitating a line of support on manufacturer warranty claims, we don't bear the responsibility for the specific outcomes. The provided "Exclusions" further clarify situations and conditions that aren't covered, which include extreme weather conditions, acts of God, and other unforeseen events beyond our control. It's crucial for us to recognize that while our commitment to service and product quality remains unwavering, we must operate within the boundaries of the warranty terms.
  We remain open to dialogue and hope to find a solution that meets both our perspectives.
  Warm regards.
  
  

  Customer Answer

  Date: 08/17/2023

  I am rejecting this response because: Thank you for your response, however regarding the **s in comparison to ***** features is ridiculous but I'll entertain you. This is not the same, as those are discussed in detail with the sales rep at the time of the purchase and those are upgrades for the Tesla not standard features. No where was I told the ** capability was upgrade feature or premium I would need to pay for. The data sheet calls it out as a standard not a premium and if it was an add on or premium to include I was never told that or asked if I wanted it. In regards to the 80A, this is a capability not a feature and I knew the size of my PV array as this was clearly specified to me w/ the number of panels. Without installing the **s you defeat the point of the Enphase combiner which is the ability to see consumed electricity vs produced electricity & net export vs import which is the objective of the system to be able to monitor. For me to assume this standard feature which is included with the Enphase product would be considered an add on or extra cost when it is already included with the product would be foolish. 

  In regards, to the snow damage I was not doubting that was the cause but rather what I said was there was lack of evidence as no pictures had been provided of the damage. Those have now been shared with me via email and it is evident that was the issue. However in the inspection report provided (attached) to me these were not shared and it also stated that the rails need to be replaced. However from your last response you have now said the rails don't need to be replaced. So it is interesting that no further inspection was performed but somehow the rails are now in working order. Please explain how that was determined?

  Also in regards to the system I have never taken ownership or signed off on a completed installation so therefor the panels ownership and subsequent damage still falls under Gold Rush Energy's liability. Regardless of the **s issue or not when the system was installed the monitoring system was never properly setup and when it finally was in October/November 2022 I reported that one panel was not working or not reporting. However that panel wasn't replaced until June 2023 after which the snow damage had occurred. So I never had a proper working system, never accepted it, nor signed off the installation as it being complete. Now that the last panel is been installed Gold Rush would like to hand over a system with 4 damaged panels. This is not acceptable as the transfer of ownership never occurred as the installation was incomplete per the design. Therefor it is Gold Rush Energy's responsibility to resolve the damage panels with their construction insurance or deal with the panel manufacture but not my responsibility until they hand over a completely operational system per the design.

  I request that Gold Rush Energy replace the 4 damage panels that are still in their ownership as the installation has never been completed per the design.

  
  

  Business Response

  Date: 08/29/2023

   

  Dear Better Business Bureau,
  
  In response to the complaint lodged by Mr. ******* concerning alleged snow-induced damage to his roofing installation. Upon an exhaustive review of the terms set forth in our mutually executed contract, it is imperative to clarify both the parameters of our labor warranty and the issue regarding Mr. ********* formal approval of the completed work.
  
  Firstly, according to Section 25 of our contract, the labor warranty explicitly excludes damages resulting from "Acts of God," a category that includes environmental phenomena such as snow. This position is further substantiated by Section 33, which disclaims Gold Rush Energy Solutions' liability for "unforeseen conditions" and "occurrences beyond the control of the ***************************** Mr. ********* claim that formal sign-off on the completed work is obligatory has no grounding in the executed contract. Specifically, Section 37 clearly articulates that the "Contract constitutes the entire agreement of the Parties." Our contract makes no provision for a requirement of formal approval for the work to be deemed complete. Mr. ********* assertion seems to be an attempt to divest responsibility onto us for what the contract clearly characterizes as an "Act of God."
  
  Moreover, in a demonstration of goodwill and commitment to exceeding customer expectations, we provided Mr. ******* with Current Transformers (CTs) at no additional charge. This was a gesture beyond our stipulated contractual obligations and underscores our dedication to customer satisfaction. Unfortunately, this act of goodwill has been overshadowed by Mr. ********* claim for snow damage, which is contractually defined as an "Act of God" and thus not covered by our labor warranty.
  
  Given these clearly outlined contractual limitations, we must respectfully inform you that Mr. ********* claim for snow-induced damage is not supported by the terms of our labor warranty.
  
  Sincerely,
  Gold Rush Energy Solutions
  

  
  

  Customer Answer

  Date: 08/31/2023

  Please lets first go back as you so conveniently avoided my question in my last letter; The inspection report provided to me stated that the rails need to be replaced. However from your previous response you have now said the rails don't need to be replaced. So it is interesting that no further inspection was performed but somehow the rails are now magically in working order. Please explain how that was determined?
  
  I am not trying to say it wasnt an act of god nor am I trying to engage the warranty of the system. What I was saying per my previous email is the ownership of the system was still with Gold Rush. I am not trying to engage any portion of the warranty as the system has never been completed per the design. Once the system is completed per the design if there was an issue I would enrage the warranty portion of the contract.
  
  
  Your act of goodwill as you call it is was nothing more than you installing the equipment that was quoted & approved for my system. You didnt specify we are supplying Enphase combiner model XYZ but we arent going to hook up one of the standard features of consumption monitoring. If in the contract or data sheet provided it stated that this standard feature wasnt to be installed please show me. It however was called out on the approved and permitted equipment so I would expect it to be installed. It was a miss on your teams installation crew so act of goodwill is actually nothing more than doing what is right.
  
  
  I will continue to wait for Gold Rush to complete the installation and provide a fully functional system per the approved plans which I currently do not.
  

• Initial Complaint

  Date:05/16/2023

  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.

  Sales rep was great. Signed up in November 2022, Install was Feb 2023 Financing was easy through Dividend. Installers had the panels on the roof and the inverter installed before lunch. Then I had to wait on the inspection. Took almost 3 months for them to come out for the first inspection. Another month for the second inspection to fix things. Now I'm waiting on the third because the previous tech didn't know they needed a certain breaker. I've made two payments on a solar system I can't use and I'm paying PG&E at the same time. Even the guys at Dividend financing can't get a hold of them to find out why it's taking so long. The company offered to reimburse me for the solar payments but I haven't seen the first check yet. What makes it worse is when people ask me how I like my solar, and I just shrug and tell them I can't turn it on yet. Once it gets signed off on by the county, I will still have to wait for PG&E to give me the ok to operate. I had high hopes for this team. I am looking to be compensated for the payments on the solar system until it is functional. I was told that I would be operational before the payments had to be made.

  Business Response

  Date: 07/13/2023

  Thank you for bringing this to our attention. After thoroughly reviewing the details of this customer's complaint, we have found that the final inspection was successfully passed on 5/19, indicating the completion of the project. Furthermore, we issued a reimbursement check in good faith to address the situation properly. 

  
  

  According to our records, the reimbursement check we issued to the customer was cleared on 5/23. We understand that timely resolution is important, and we apologize if there was any confusion or delay in communication regarding the reimbursement process.

  
  

  We appreciate the feedback and would like to ensure that all of the customer's concerns are fully addressed. If there are any remaining issues that require further assistance, please do not hesitate to reach out to our customer service, we are here to assist in any way we can. 

  Once again, we apologize for any inconvenience caused, and we appreciate your understanding. 

  
  

  Sincerely,

  Daniel 

• Initial Complaint

  Date:03/22/2023

  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.

  One of our solar panels that were installed in October of 2020, was discovered as not functioning properly this past year in October (2022). This is the 3rd of *********************************** this time frame. This particular panel was noted as producing 25% less than its neighboring panels. We brought this to the installer's attention (Gold Rush) and were told that it was not under-producing enough to warrant any action on their part. We attempted again in February of 2023 to have the issue resolved and were told they would send a technician out to swap panel locations and check to see 'if it was a shade issue' (which it was obviously not). The technician lied to my wife, said they swapped panels (which I later proved hadn't happened), and offered no further effort to remedy the deficiency. Another attempt was made to get the issue resolved and a technician was sent out to 'swap the inverter locations' to see if that was a problem. The technician never showed up, told his office that he drove by and saw that it was a shade issue and that no further effort was needed (I was outside the whole time, he never even came by). We have since called several other times, made contact with the owner (?), was told we'd be contacted, but were dodged again. We shouldn't have to go through this degree of ridiculousness to get the installer to honor their warranty.

  Business Response

  Date: 05/11/2023

  We are writing in response to the complaint filed by our customer ***************************** (Case #: ********* regarding their solar panel system installed in October 2020. We appreciate the opportunity to address their concerns and provide a clear understanding of the situation.
  
  Our team discussed potential shading issues with the customer during the planning and installation process. They were made aware that shading could be a factor affecting the performance of their solar panels. We specifically use microinverters in our solar panel systems to address such concerns and optimize performance. Microinverters allow each panel to function independently, ensuring that the shading issue affecting one panel does not impact the overall performance of the entire system.
  
  Despite the shading issue, the system has performed well within a reasonable amount of our projected estimate. We have closely monitored the customer's solar panel system and found that, as a whole, it is functioning as intended. The underperformance of the particular panel mentioned in the complaint can be attributed to the shading issue, which was discussed and acknowledged by the customer during the project's planning phase. Replacing any parts or components of the system would not resolve the shading problem and, therefore, is not a warranted solution.
  
  We understand the customer's concerns and are committed to providing excellent service and support. However, in this case, we firmly believe that the system is functioning within the reasonable performance expectations communicated to the customer, thanks partly to our use of microinverters. We maintain that the shading issue is the primary cause of the underperformance, and no further action is required from our end to address the situation.
  
  We hope this response clarifies the matter and demonstrates our commitment to transparency and customer satisfaction. If you have any more questions or concerns, please contact us directly.
  
  Sincerely,

  ******

  Customer Answer

  Date: 05/11/2023

  I am rejecting this response because:

  Thank you for taking the time to respond. As shown by the attached photos, the panel in question went from producing near 100% to all surrounding panels one day, to 25-30% less than all surrounding panels the next day (and every day thereafter). So is it being suggested that a giant tree branch grew in a single day and decided to block just this one, single panel, from that day forward? Obviously not. So why have we had to go through all this to just get it replaced?

  To test the 'shading theory', a technician came out and supposedly moved the panel in question to another location to show that the location was the problem, and not the panel. Realzing that the technician had probably lied about this, I moved the panel myself, and low and behold, it was underproducing 25-30% in the new location too! I called they technician and asked if he had lied to us, and he admitted it - so, it's not shade, never was, just a company trying to dodge their obligations. 

  I have already contacted Solaria, they have agreed that the panel is deficient, and I have received a replacement. 

  So, if we want to make this right, please just replace the panel, as should have been done in the first place, without this ridiculous, enourmous hassle we have been put through. Otherwise, our next step is is to go to contractor's licensing board + file small claims in El Dorado County. We have a contractor coming today actual to give us the bid for panel replacement. 

  This went sideways, negative reviews, claims with BBB, etc., which is unfortunate, but because of the screened phone calls, BS excuses about shade, etc., you left us with no choice. I am happy to end this as amicably as possible, now, take down bad reviews, etc., but you need to own the fact that you put us through this and from this point forward just make it right. I am not going to wait two months for your response. If you want to resolve this amicably and leave the past in past,please contact me. Otherwise, we go forward with the next steps in the process. 

  Business Response

  Date: 07/13/2023

  Thank you for reaching out to us with more information regarding the panel in question. After carefully reviewing the customer's concerns, we have taken the necessary steps to address the issue. We reached out to the homeowner and replaced the defective panel on 6/16. In order to ensure the overall performance of the solar system, we also conducted a thorough evaluation while we were at the property. We have been monitoring the system since the replacement on 6/16, all panels have been producing as they should, and there are no additional issues detected at this time. We understand the desire for a prompt resolution, and we are committed to resolving this matter. 
  

  
  

  We apologize for any miscommunication or inconvenience that may have occurred during the troubleshooting process. We appreciate the customer's willingness to resolve this issue amicably, and we sincerely apologize for any negative experiences he may have encountered with us. If there is anything else we can assist with or if the customer has any further concerns, please do not hesitate to reach out to our customer service department. We are committed to addressing the customer's needs and ensuring optimal satisfaction.

  
  

  Sincerely,

  ***********;

  Customer Answer

  Date: 07/17/2023

  I am rejecting this response because:

  Thank you for responding to the issue we have presented. 

  Unfortunately though, the system is not working correctly at present as stated in the respone. Please see the attached photos. Another panel began malfunctioning on 7-6-23. We will reach out for a replacement. 

  Assuming we are able to have the repair made without issue, we will be happy to close out this complaint as resolved.

  
  

• Initial Complaint

  Date:09/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased solar for my home on 7/31/2020 and on 7/25/2022, I found out that the inverter stopped working from 4/1/2022-7/28/2022. I contacted them on 7/25/2022 to tell them there was an issue with the solar not working. The True Up bill from PG&E for for the year was $5,072.23 and was due on 8/1/2022. The resolution they gave me was to refund me $784. That was 2 months ago. The last email I sent them was on 9/9/22 to see the status of the refund but haven't heard from them since. Since they've ignored me, I went ahead and paid the true Up bill. Upon paying this bill, I thought to myself that if the solar worked properly and/or if I was informed that the solar stopped working, I wouldn't be in this mess. They've ignored me for too long. I am dissatisfied with their service and their attitude towards a customer who've paid $24k for a system that couldn't preform as expected. I am not looking for the small resolution offer anymore, I am seeking the full amount of $5,072.23. This whole thing is not my fault. I will let everyone I know about this shady business practice and to stay away from them. Beware!

  Customer Answer

  Date: 05/11/2023

  I am rejecting this response because:

  Response:

  I've accepted the refund of the amount of $784 but they NEVER sent it. This is why I am upset and wanted the full refund. If they are willing to send me the agreed upon refund, I will close the issue. My new address is: ************************************************************************ 

  ***********************************

  
  

  
  

  Business Response

  Date: 07/13/2023

  Thank you for informing us that you hadn't received the agreed reimbursement amount. We sincerely apologize for the delay in the disbursement. We want to assure the customer that we have issued the agreed amount of $784 to you, we mailed out the check today, so rest assured he will be receiving the reimbursement check soon.

  
  

  We understand the importance of timely resolution and apologize for any inconvenience or frustration caused by this delay. Please be assured that we genuinely care about the customer's experience and aim to provide excellent service to all our customers. Additionally, we apologize for any inconvenience caused by the inverter going out. We understand the frustration that can arise from unexpected equipment issues. Our team is dedicated to resolving such matters promptly and efficiently.  

  
  

  If there is anything else we can assist with, please do not hesitate to reach out to our customer service department. Thank you for your understanding and patience.  

  
  

  Sincerely,

  ***********;

  
  

  Customer Answer

  Date: 08/02/2023

  I've awaited for 2 weeks and have not received anything
  

  Business Response

  Date: 08/02/2023

  We confirmed that the check was mailed on 7/13/23, but it has not been cleared. We canceled the previous check and resent it to the requested address: ***********************************************************************. Please let ** know if you do not receive this check, or if there are any additional questions or concerns.