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:02/11/2024

  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 January 31, ****, I contact the company to report that I have a leak in my ****** because the solar panels installation is causing this problem they told me they will send a technician the same day or the next day but they never sent the technician, I am calling every day since that and ******* the person in charge now don't answer the calls and now the receptionist is very rude and said that they don't when the technician can come and turn off the call. I need help because ******* is getting ruined and if that happen, they need to pay for the roof repair too.

  Business Response

  Date: 02/13/2024

  To whom may correspond, Indeed client  call our office to report issue this was on day 02/01/24 - leak on porch do to installation of panels; same day we notified and independent technician about this issue for consideration of revision. we had provided him Customer Contact, Name & address for him to get in contact with client. We do not keep an agenda or schedule for any independent technicians. *Regarding ****** not answering the calls - she has unsettle schedule she is in and out of the office do to the department she is in charge off but after she received the report from client she was the person who provided with all customer & issue details to technician.  *Regarding our receptionist, as you just name her on your claim yes she is a RECEPTIONIST she only has access to information provided to her and if a client is calling and DEMANDING not asking, day and time of when she will send a technician, she will not be able to respond/provided y with t that information. as per her notes she has stated she did  let client know we had provided all customer information to technician and  that he will get in contact with customer to set up date and time. after this she contacted technician and  updated him that client contacted the office regarding this issue again. If you felt she was rude because she could not provide you with day and time for technician arriving to your house I offer you an apology. but again We do not keep an agenda or schedule for any independent technicians.

  on 02/11/24  Customer contacted our office asking why did technician did not went to her address and that he was supposed to go since past Friday. same receptionist answer the phone and told her that she she was going to get in contact with technician and let him know that she call again; after ending the call with customer she contacted technician and updated with customer calls information.

  Customer waiting for technician since Friday is the perfect example of the agendas and schedules that INDEPENDENT THECNITIANS have as they provided us with an estimated day and they were not able to accommodate her visit.

  on 02/11/24 Technician  notified us that he got in contact with client and explained why he has not been able to go to her address and set up a date with her for revision.*** Th next  visit to be updated.

   

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 2019 I bought some solar panels in the first year they stopped working and I didnt notice until 8 months later when I got my True-Up and I called the company to let them know and it took 6 months to fix it and I got stuck with my bill since they didnt wanna be responsible and pay for my bill so now Im stuck with a $4,000 bill that I am still trying to pay off, Ive been calling the company but they do not answer or call me back and I stopped paying the solar panels because I dont have the money to pay the solar panels and the PG&E bill, the people that have solar panels couldnt help us and Im still waiting for the company to answer me or take them off but they do not call me back and I dont know what to do I need help.

  Business Response

  Date: 02/13/2024

  To whom may correspond, This contract was made with VALLEY WATER- attach I am sending copy of the contract for verification purposes; As a company we will truly appreciate if this claim is removed from VALLEY SOLAR SERVICE CORPORATION and submitted on the correct company's profile in this case VALLEY WATER.
  --- This client acquired her photovoltaic system on 12/10/2018 with company Valley Water (this can be verified on copy of contract provided)
  On 03/11/2021 Was Reported  to one of our technicians that this system was having issues and he stopped at the address and took pictures of the inverter  where information was displayed and he created a report to SolarEdge. *Solar ****************** **** is the **************** manufacturer  (Picture of inverter display attach)
  On 03/15/2021 Solaredge Created a case for this report. Case No.2278007 (Email From SolarEdge with date attach)
  On 03/16/2021 Solaredge Shipped the Replacement  on this case No.2278007 (Email From SolarEdge with date attach)
  On 3/29/2021 We received the replacement
  On 03/30/2021 Our installer went to site on this case clients address and did the replacement
  *****I will be stating that this replacement was done without charge at all INVERTER, INSTALLATION PARTS AND COST OF OUR TECHNICIANS/INSTALLER LABOR, and this was done without any responsibility from our company VALLEY SOLAR SERVICE CORPORATION as contract was not made with us*****
  On 04/23/2021 Two of our reps  went to ******************************* home and they spoke to *************************** regarding the bill and monitoring situation and they settled everything. (Screenshot attach)
  We are attaching internal office notes that we keep for our clients with dates and information.
  *ALL PICTURES, DOCUMENTS AND INFORMATION PROVIDED ARE ONLY FOR VERIFICATION PURPOSES. 

  Customer Answer

  Date: 08/14/2024

   I am rejecting this response because:
  
  This is *************************** I saw the documents that you guys have sent me and it is false the company waited six months after I filed the complaint to finally send someone out to repair my solar panels and still left it the same and I'm still paying for a PG&E bill all I'm asking for is that they give me my money back the company is not doing anything to fix the solar panels and now I dont want them anymore I just want my money back and for them to please fix the mess they made on my roof I know that its not difficult for them to just fix the mess they made and its stressing me even more I cant just pay for everything and the solar panels arent even working so I dont understand why I cant just have them removed and for them to just return the money Ive been spending on the solar panels because again they havent been working since 2019 its been years and Ive been filing complaint after complaint I cant just keep waiting on them anymore I have three kids my credit is ruined i dont know what else to my plate is full. 
  
  I would also like to ask if there is any possible way for you to help me fix my credit?
  

• Initial Complaint

  Date:12/11/2023

  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.

  Valley Solar installed a solar energy system on my house in 2021. The contract was with the original owner of the home, who sold the house to me. The system was entirely offline for several weeks last winter, but the inverter was replaced at no cost. Once the system came back on line, I checked the monitoring software and noted that panel 1.0.35 was producing no power. I checked back in the software and noted that panel had never produced any power. Valley Solar told me that the panel had a bad optimizer and that the part was covered but labor was not. I approved a $325 estimate but when the technician came to the house, he said the problem was really a cable that was not connected. Valley Solar wants to charge me $1,600 now for something that is clearly an original installation error.

  Business Response

  Date: 12/22/2023

  Just to clear this misunderstanding- Installation in 2021 was not with the company VALLEY SOLAR, the contract was made with the company VALLEY WATER- For other reasons that do not concern at this time VALLEY SOLAR was held responsible; You are more than welcome to verify this information with previous Homeowner.
  Regarding the claim that is being made against our company, I am going to respond in the same way that we responded on October 27-2023 to the letter that you sent us on October 17/2023.
  Our Team has Review the information you had provided us with and correctly as you stated you did verbally approve an amount of $325.00 Dollars in Repair of a Bad optimizer.
  Our Technicians did work for several hours on your roof as you mentioned on your letter,  after a thoroughly examination of your system they find out it was not just a bad optimizer it was a loosen cable too, this been more complicated then just to fix the optimizer and for our technicians to be able to resolve this issue they will need to removed all the panel, expose all cables and replace materials needed this was explained to you by **************; NOTE: for this ****************** call we did not send you a invoice.
  On Day October 17,2023 one of our team members contacted you explaining what ************** provided us on his report( explained on top paragraph) our team member gave you the price of $1600.00 Dollars per technicians labor also she explained to you that your photovoltaic system has a guarantee that covers the photovoltaic system, however does not cover service calls and technicians labor, and to this you replied "you were not willing to pay".
  We are on the best interest to serve you and resolve this issue with your Photovoltaic system however we can not wave the cost of technicians labor and service calls.
  Please contact us and let us know if you want us to proceed with a Work Order/ Service Call
  
  Thank You.

  Customer Answer

  Date: 12/26/2023

   I am rejecting this response because: the solar panel in question was never hooked up correctly and has never produced power.  Why should the consumer be forced to pay $1,600 for a technician's labor to re-connect a panel which was not properly connected in the first place?
  
  
  

  Business Response

  Date: 12/27/2023

  Good afternoon, Photovoltaic System was installed and finalized by jurisdiction in this case **************- inspectors were on job site on day of  07/28/2021 and did their corresponding inspections same day they finalized the permit with no corrections or restrictions. attach I am sending a copy of BUILDING PERMIT and PTO provided by PG&E.

  as we stated in our past response we are on the best interest to serve you and resolve the problem with your system.

  please contact our office and let us know if you need us to proceed with  a ******************* call.

   

  Thank You.

  Customer Answer

  Date: 12/27/2023

   I am rejecting this response because: passing inspection and getting a PTO does not mean that the one panel in question - 1.0.35 - has ever produced power.  Neither the City nor PG&E drill down to that level of detail.  Valley Water/Valley Solar has access to the entire production history of the *** system and each panel in it.  Either show me proof that 1.0.35 was producing power in 2021 and 2022 or admit that it was not properly connected from the time of installation and come fix it. 

  
  

• Initial Complaint

  Date:01/23/2023

  Type:Customer Service 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.

  This is my 2nd complaint against Valley Water, as my initial complaint was not resolved, and their response on 10/15/2022, WAS NOT TRUE. The issue/problem is still occurring, and I continue to be charged by PG&E, due to Valley Water's negligence. and they are aware that they have not contacted PG&E to complete the interconnection process, which is necessary. This is my original Complaint of 10/15/2022, which remains unresolved:
  On November 28, 2018, I requested information to add solar panels on my property, as by the end of the year, I was paying a true-up to PG&E, because I did not have enough panels. ***** and ****** from Valley Water, came to my house to provide an estimate as to how many more panels I would need in order to avoid having a true-up from PG&E. I decided to add more panels, and purchased them from Valley Water, wherein I signed a contract on-line with *******. The issue and problem occurred when Valley Water installed the panels, they did not complete the interconnection with PG&E. Due to Valley Water failing to complete the interconnection with PG&E, I am still paying the true-up with PG&E, as well as the bill for the new panels. I attempted to contact ***** and ******, however, I found out that they were no longer working for the company. I also attempted to contact ********* *******, however, I was informed that he is only a salesman, and cannot assist me with this issue, however, he gave me the name of *******, to contact, as she was in charge and would complete the interconnection process with PG&E. From time to time, I would contact ******* as to status of the interconnection with PG&E, and she would inform me that was working on my file. ******* stopped responding to my telephone calls, did not complete the interconnection, and again, the issue remains the same. I was informed by PG&E that I cannot proceed with the interconnection myself, and it would need to be completed by Valley Water. I then contacted **** **** *****, the owner of Valley Water, to explain the situation. Mr. ***** asked me for the paperwork for the previous solar system, and nothing else, and said he would fix everything, however, the predicament I was placed into, remains the same. I have attempted to contact Mr. ***** many times, however, he has refused to return any of my telephone calls. (I am attaching this letter)

  Business Response

  Date: 01/26/2023

  Good afternoon, 

  
  

  
  

  To whom may correspond, 

  
  

  Addressing the complaint customer ****** ***** ******* has submitted, Attach i will be sending you the PERMIT TO OPERATE sent to us and him  to his personal Email  on Day 09/29/2020 this was received day prior he stated he submitted his First Original Complaint.

  
  

  
  

  Do not hesitate to contact me for further questions.

  
  

  
  

  * We will sent a technician to his home to check his system.

  
  

  
  

  sincerely:

  
  

  
  

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