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:03/18/2024

  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.

  CG electric installed the solar panels on my home. I am selling my home. I would like to transfer the warranty of the panels to the buyers. CG electric says they will do this if I pay $1,750. I asked for a line item invoice to understand why they are charging this exorbitant fee. They would not provide one. In fact, the *** rudely wrote to me in an email, "if you don't want to pay this fee you shouldn't have signed the contract" and then told me not to contact him ever again.The contract I signed indicated that there may be a fee involved in transferring warranties, but it did not indicate how much that fee might be. If they don't include a fee range in the contract, what is to stop them from charging half a million dollars?My realtor and escrow agent has informed me that in the thousands of home sales they have processed involving solar panels not a single company has charged a fee for transferring the warranty to the new buyer.

  

  Business Response

  Date: 03/18/2024

  ********* signed a solar contract 2 years ago and recently her escrow company reached out to transfer her 25 year warranty to the new owner. Per her contract, there was a fee to transfer the warranty and once they reached out to us they initially agreed to make the payment and since then there has been a 30+ email/ call exchange going over the details. Not once they denied paying for it. 

  Today however ********* said she will call her lawyer and file a complaint and she will not make any payments. We specifically asked her to only contact our attorney moving forward regarding this matter and told her specifically to do not contact us regarding this matter since she has threaten to take legal action. Generally, if you want to continue having a dialogue with a company, you definitely do not want to threaten legal action.

  She did not read her contract which clearly shows there is a fee due and did not even ask about it when she signed the contract and now 2 years later she is expecting us to transfer the warranty and pay all manufacturer document transfer fees for her because she did not read the contract. Just their 30+ email exchange alone has cost us over $1000 already. 

  Please read your contract and ask any questions you have before signing it. Once you sign a contract, you and us simply need to follow the terms of such contract. 

  Imagine we would come back and ask for more money to finish the project or come back and try to install different equipment than we promised. You would not agree to it. So please do not turn around 2 years after the work has been completed to try to change the terms of the contract you have signed. 

  Thank you for understanding 
  

  Customer Answer

  Date: 03/18/2024

  I do not dispute their attempt to charge a transfer fee per the contract. What I dispute is their refusal to send me an invoice that documents how they determined that it would cost $1,750 for them to transfer the warranty from my name to the name of the new buyer if my home. In their correspondence, the *** indicated that knew of a solar company that charged $250 for transferring warranty. So, why are they charging me $1,750?! The contact I signed with this company did not state the amount of the transfer fee and that is what I am pointing out as an area of legal concern. Signing a contract that indicates a transfer fee may be due when I sell my house does not mean that they can charge me whatever they want. They need to provide justification and document how they arrived at $1,750 for the transfer fee. 

  

  Business Response

  Date: 03/20/2024

  Please review the contract the Customer has uploaded. A warranty transfer fee is listed in the contract and the new homeowner has contacted us already and we are transferring the warranty to the new homeowner which means ********* is no longer a Customer of our company. Thank you for understanding 

  Customer Answer

  Date: 03/20/2024

  Once again, you are not responding to the point of my complaint. My complaint is NOT that you have charged a fee to transfer the warranty. What I challenge is the amount. You refuse to provide me a detailed invoice listing why the fee is $1,750, and not $250, which is what you have said Enphase charges. $1,750 is an unreasonable amount. My realtor and escrow agent have closed thousands of sales of homes and have never had a solar company charge a fee to transfer the warranty. I believe the reason you are charging such an outrageous fee is because you are retaliating against me. 

• Initial Complaint

  Date:08/25/2023

  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.

  Have contacted the business on multiple occasions to get this resolved. It has now been over 30+ days since the original contact by phone then by email. The owner claims that he will now charge me for warranty services on equipment that has failed under warranty. Equipment has been sent from the vendor(SolarEdge) - an inverter. Owner has been combative in exchanges of text and email saying I need to change my tone and calling me crazy for wanting to get my system fixed within a reasonable time. I've asked for a date and he REFUSES to give me one and then ghost my responses. He said his team will come out when they are available and he came up with excuses such as everyone has Covid and they are not available for 2 weeks at a time. Lots of excuses and it seems like this is a pattern with this business. This problem has now effected us financially due to overwhelming high electric bill due to being down for such a long period of time.

  

  Business Response

  Date: 08/29/2023

  ************* has been sending emails and text messages after business hours and has been expecting a response right away. All of his messages has been responded to within ***** hours.  

  His system was installed 7 years ago and at the time the installation was contracted with workmanship warranty and product warranty. No labor warranty was listed under his contract. Nowadays you get All Guard warranty so everything including labor is included for 25 years. No questions asked. We referenced the contract and told him there is a fee since the failure was product related not workmanship related. He then sent multiple emails and messages and did not accept the fee. But finally at the end of the conversation he agreed to the fee. We then gave him a general timeframe. He accepted the timeframe. 

  Before the repair he sent an angry email saying he will not pay the fee and started calling us combative and used disrespectful language. We are waiting for him to accept the fee for us to go out. We also told him we have the right to refuse business/ service to him since this is not contract related work and we do not tolerate disrespectful emails. If as the Customer you read and sign a contract, you also need to follow through with its requirements. You cannot bully a company into providing free services. 

  Customer Answer

  Date: 08/29/2023

  The first statement is false - I had reached out to his business by phone with a promise to hear back on an update on my failed inverter and after one week of no returned calls and repeated calls I resulted to reaching out to his personal number in hopes to get a response.  He responded and requested I email as well, which I did.  During this whole time I have complied and tried to work with him to ensure we get my system back up and running within a reasonable time frame. As stated in his text 1-2 wks equipment replacement + 2-3 wks for installation.  

  Second paragraph is half true - he forgot to leave out that he asked me to leave out the inverter so his team can come out when they want and even asked me for my garage code so he can access my property if I'm not around.  Not sure where any business would make such requests and asking me as the customer to take on liability with someone being on my site without me being there.  I agreed to his timeframe but that was well overdue before I had reached out for again another date and time.  This resulted in me having to escalate it to a complaint.  At this point I want to ensure my system is up and running.

  I agree for him to come out this Saturday Sept 2nd to make it operational.  During this whole time I have not been combative or disrespectful - I can attach documents and emails if needed to support this.  If he feels I have - I encourage him to share those emails here, since he should have the same emails and texts. 

  Looking forward to having my system service and we can move forward.  

   

   

  

  Business Response

  Date: 09/01/2023

  After having further discussions with the customer, we have decided to waive the service fee and provide a free service as a one time courtesy to the customer in order to move forward. Customer has accepted the offer. 

• Initial Complaint

  Date:06/27/2023

  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.

  Unfortunately, CG Electric Solar does not stand behind their warranty and fails to communicate with customer on a failed inverter replacement for over a month. I have attempted multiple times to contact the company over the phone leaving voicemails. No call back. Email goes unanswered for days on end. And when replied only to give one or two more weeks for an opening to perform a warranty repair without a confirmed appointment even a month out. Meantime my solar system is not producing. This my attempt of getting acknowledged by the owner resolving the issue amicable. Additionally, I had to request an RMA for the inverter they should be responsible for. Now it's just waiting to be replaced and every attempt to communicate with the company and the owner is met with run around or without a commitment to scheduling or flat out ignoring emails and calls.

  

  Business Response

  Date: 06/29/2023

  The repair **** is referring to is not covered under the warranty and he agreed in writing to pay for such service which is not a warranty related matter. We explained to him multiple times since the work is not warranty related, we will stop by when able and told him many times it will take weeks for us to come out due to the backlog for existing warranty related work with other customers. He has been constantly checking in and asking the same questions we already answered multiple times. We cannot keep replying and providing the same answer. Also empty threats against our business will not help expedite the repair since now this has to be sent to our legal counsel to deal with. This customer's action is causing this delay. Furthermore, we do not provide any repair services beyond our contract requirements since we are booked for many months at a time and we always deny work that is repair related and not covered under our warranty. For existing customers, we make exceptions and try to help out but if the customer is not willing to work with us and threatens us for no reason, then we cannot provide services. 

  Customer Answer

  Date: 06/29/2023

  
  Better Business Bureau:

   

  The business has contacted to resolve the situation by providing a firm date for service and correction of the inverter failure.
  
  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,
  
  *******************