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:05/19/2025

  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.

  Engaged contractor around 1/15. Contract was signed 2/24 and deposit of $1000 was paid. Design was unsatisfactory and was revised twice. Every time the design was revised, the quote was increased. 1st revision (main panel upgrade) - additional $4000 (total quote - $32580), 2nd revision (additional alarms) - $1200. All this happened over a span of 60 days. I agreed to the 1st revision but drew the line at the 2nd revision cost increment as it was out of my budget. Secondly, the project has had very slow progress - I had anticipated to complete by 4/15, then had to revise my plan to complete by 5/15 and now I'm forced to attempt to install between 7/15 & 8/15 as I wanted to have personal time between 5-15 and 7-15. The project allows to me to cancel if design is unsatisfactory. Project has exceeded my budget and expected timeline to completion, and so I have requested cancellation and deposit refund multiple times. The contractor refuses to ******.

  

  Business Response

  Date: 05/20/2025

  The customer signed an agreement with us in February 2025. From the outset, the project involved significant back-and-forth regarding design details, and the customer had numerous questions and requests for changes.
  Its important to note that when a customer requests a design adjustment, it often creates a domino effect, requiring additional modifications to the rest of the design. Despite this, we have gone above and beyond to accommodate the customers inquiries and requested changes, striving to maintain clear communication and transparency throughout.
  The majority of the delays on this project stemmed from these ongoing design adjustments. Additionally, with every equipment change, cost adjustments are inevitable, as different materials and configurations impact the overall budget.
  That said, we have made every effort to minimize costs and offer discounts wherever possible in order to support the customer and keep the project moving forward. We value all feedback from the customer and do our best to expedite the project moving forward. We cannot control third party entities such as City and Utility timelines. 

  Customer Answer

  Date: 05/23/2025

   
  Complaint: 23347997
  
  I am rejecting this response because I was clear with the requirements and needs since the beginning. Only adjusting to the limitations put forth by the designs. Add-on costs with every iteration is not something anyone wants to see. Reducing the quote when the customer intends to back out is also not something anyone wants to see. Also, the discount in this case means going back to the original quote, no further discounts were provided.
  
  The experience has not been great due to the following - 

  1. Changing & Increasing quotes - Kept adding costs every iteration. Crossed set budgets.

  2. Breaching Project timelines - Expected to complete by 4/15, then revised to 5/15. No bandwidth to execute this project as of today. 

  3. Unclear and Dismissive Communication - Almost all messages end with 'ASAP' with no real ETAs. Ignoring or dismissing requests for cancellation. Even the response via BBB does not mention anything to do with cancellation.

   

  The contractor continues to attempt to reach out after 5/16 (see attached) - completely disregarding the fact that I am not available to them for direct communication or without third party mediation.

  I've mentioned before that I have low confidence in project being successful, so I'd like to cancel and process refund.

  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 05/27/2025

  We appreciate your continued business and value the opportunity to work with you again. As a returning customer from 2022, you are well aware that your initial solar installation moved quickly due to its simplicity and scope.
  
  This current project, however, is far more complex. It involves not only additional solar panels but also four batteries, which significantly increases the design, engineering, and permitting requirements. When multiple systems are involved, especially battery storage, the process becomes more extensive and requires detailed coordination with engineers, utility providers, and permitting authorities.
  
  As with any construction project, change orders and system upgrades often arise as the project evolves. These adjustments are standard in the industry and are often due to pre-existing conditions at the home or new requirements from the Authority Having Jurisdiction (AHJ). It is not customary, nor reasonable, for contractors to absorb costs related to client-initiated changes or required upgrades to existing systems or structures.
  
  Please note that the 3-day right to cancel, which is mandated and outlined in your contract, has now passed. A copy of this provision is attached for your reference. At this stage, we have already invested substantial time and resources into your project, including site evaluations, engineering, and design revisions.
  
  Should you wish to cancel the project, please submit a formal request in writing. Once we receive your cancellation, we will provide a final bill reflecting the work completed to date and associated costs.
  
  We want to emphasize that we have made every effort to work with you in good faith, including offering discounts to help move the project forward. We remain committed to a fair and professional resolution.
  
  Please let us know how you would like to proceed.

  Customer Answer

  Date: 05/29/2025

   
  Complaint: 23347997
  
  Thank you for finally acknowledging that there is a path for cancellation. Please provide details on how you accept the cancellation request. This should include a template for the cancellation request and a medium for delivery.
  
  I am aware of the 3-day right-to-cancel - as far as I understand, this is a penalty free cancellation during a cool-off period. I also have a verbal agreement from the salesperson to partially refund the deposit (i.e. refund $400 out of the $1000 deposit) on any disagreements on the design. Please also bear in mind that the execution window for signed contract has already lapsed. If the project was complex, the additional time for design or redesign should be baked into the contract.
  
  My grievances are surrounding non-existent time estimations (and communication surrounding it), breach of execution timelines, and increasing project costs. I recognize that you have worked with me in good faith and that discounts have been provided, though communication has been lacking in providing estimates on timeline - resulting in the situation for me to use my personal time - beyond 5/16 - that was not accounted for either the project or addressing complaint and its resolution. 
  
  As I am a returning customer, I would prefer to execute on this project knowing that the previous project was completed smoothly. I am ready to give this another chance with the condition that we replace the salesperson or point-of-contact with someone who is able to provide a much smoother experience and clear communication. Also, as previously mentioned, I would be unavailable till 7/15, so the contract signing and installation would need to occur after 7/15. Please let me know if this works.
  
  Regardless of how we proceed, I will appreciate if details on the cancellation request can be provided, just in case I need it.
  
  Sincerely,
  
  ****** *****

  

  Business Response

  Date: 06/08/2025

  Hello ****** Your contract contains the cancelation policy, I have attached it  here again. The process for the cancelation is outlined in the form. The 400 refund should you cancel pertains to canceling after site visit we have invested far more since the site was completed. If you wish to proceed with your project starting after July 15th will not be a problem. Please email us at ********************************************************************************************************************* should you wish to continue. The contract that has been sent to you will also need to be signed. We can definitely assign you a different project manager as well. Please let me know how you would like to proceed.

  Customer Answer

  Date: 06/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will reach out for an updated contract outlining the budget, scope and timeline discussed here via their recommended channel i.e. email.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:02/21/2025

  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.

  I was written a proposal for 2 powerwalls with 23kwh output. The sales person either made a mistake and wrote it incorrect on the contract or wrote it like this purposefully to collect extra commission. As I only got a powerwall and a powerwall expansion (lesser product) Day before install, after numerous emails requesting a call to go over the plans, they call to let me know they are coming out. It's at that time they tell me it's too late to change anything. I was written a proposal for equipment and was given a lesser product at the same price.

  

  Business Response

  Date: 02/26/2025

  Thank you for your feedback. We take these concerns seriously and want to address the situation with clarity.
  
  Upon reviewing your contract, it is evident that the agreement explicitly outlined the purchase of two Powerwallsone Powerwall 3 and one Powerwall Expansion. A copy of this agreement is included here for your reference.
  
  Additionally, the design plan was presented to you well before installation, providing ample time to review the details and raise any questions or concerns about the equipment being provided. Transparency is a core value for us.
  
  As a company, we strictly adhere to the terms of the signed contract and the agreed-upon scope of work. Our responsibility is to fulfill the commitments outlined in the agreement.
  
  We appreciate your understanding.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22975655
  
  I am rejecting this response because: i asked for calls to go over plans and never got them. Yes I see i signed the contract but please see this equipment is different than what is in the proposal. Can you explain why you changed the equipment from the proposal to the contract? You can see the proposal and the contract are from the same docusign file. One of two things happened. Either it was an honest mistake or the sales **** changed this hoping I wouldn't notice to make a higher commission. American array made my solar experience very disappointing. If I was refunded the price difference would make it better. However still not the equipment I wanted.
  
  Sincerely,
  
  ******** ******

  

  Business Response

  Date: 02/27/2025

  The proposal tool is designed solely to illustrate estimated battery savings and is not a contract or a binding agreement. It serves as a visual representation of potential cost savings under net metering, not a reference for specific equipment.
  The signed contract is the governing document for the project, outlining the agreed-upon scope of work, system design, and equipment specifications. This legally binding agreement, which was shared throughout the project, reflects what will be installed and the associated costs.
  Additionally, the customer was not charged for two Powerwall 3s, so there is no refund to offer. The final contract accurately represents the cost and equipment included in the project, ensuring alignment with what was agreed upon and signed by both parties.

  Customer Answer

  Date: 02/28/2025

   
  Complaint: 22975655
  
  I am rejecting this response because: My proposal said my powerwalls would have 23 kwhs of output power. My system does not have that. At some point your sales team changed my equipment without my knowledge. Due to the fact there is evidence of what I thought I was buying vs what I got, This is very inappropriate sales tactics by your team. I have been misled. I asked several times to go over my plans prior to install. I never got a call until day before install saying they were coming the next day to install. It is very clear in my proposal I would have the output of 23kwhs. Again this was an honest mistake on your team that you refuse to make right or you misled your customer. I did hours of research before going solar and knew exactly what I wanted, which my proposal shows. 
  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/07/2024

  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.

  I hired and made a contract with American Array Solar and Roofing October 2023. They came out and installed the panels and was notified that the panels weren't installed properly and weren't connected to the correct meter. They aren't coming out to fix the problem and don't give me a solution. I've been making payments to them, and now have a pg&e bill of ********

  

  Business Response

  Date: 10/10/2024

  Hello, the name on this complaint is not customer on record with us. The address on this complaint is invalid as well. We are already in contact with the actual customer and have reached a resolution. 

• Initial Complaint

  Date:07/23/2024

  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.

  This company American Array Solar was doing door to door sales. Made contact with my my 72 year old father who only speaks Spanish and had him sign a contract because they sold him that solar was going to diminish his Pg&e bill and or have a small $20 bill. At the tine my father was alone when he signed it, the contract was in English and was translated by someone who hardly spoke Spanish to him when my father had ***** present . During the years he's had a tremendous amount of is***s with the solar panels from damaging the roof, not enough panels, he has a tremendous Tru Up bill that he cannot afford due to only working minimum wage in the fields, I have decided to move in to relieve him from all these bills that have arise from the solar panels. Every attempt to reach out to American Array to fix, adjust, add more panels, or completely remove has been a dead end attempt. My father has called relentlessly to Mosaic which is their financial server and they are extremely rude, they have told him they will *** him if he stops paying for the solar panels, this has been a nightmare for him and is causing him a great deal of stress. On the contract they state they were under warranty for the first 4 years and every attempt to call them for the roof repairs was a dead end, purposely milking the clock so warranty would expire. Father wants them completely removed since he had to run **** repairs several times, for the inconvenience, and harassing telephone calls.

  

  Business Response

  Date: 07/25/2024

   ********************** opted for solar installation with us back in 2017. In January 2024, he contacted us regarding issues with his monitoring system not reporting correctly. Upon inspecting his system, we discovered that ********************** had engaged another contractor to uninstall his panels for a roof replacement. According to our agreement, this action nullifies the warranty with our company, as we cannot be held responsible for the reinstallation or any subsequent work carried out by another party.
  
  Attached photos clearly show that the reinstallation of the panels is substandard. Wires are exposed and hastily taped together, indicating poor workmanship. Had we left the panels in this condition, they would not have passed inspection by the city.
  
  It's important to note that *********** procedures include a thorough discussion with the customer upon approval by the them, ensuring clarity and confirming their decision to proceed with the solar installation. This is precisely to avoid misunderstandings, as mentioned by **********************' son.
  
  Due to the engagement of another contractor to remove our equipment, ************************** warranty is now void. He will need to address any repairs or issues directly with that contractor.
  
  

• Initial Complaint

  Date:05/16/2024

  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.

  American Array Solar installed the solar panels and claimed that I will only have to pay the solar bills and not the bills from SMUD. In reality I had to pay for both the solar payments and SMUD payments for mine months, doubling the amount of bills I actually had to pay. Ive called the American Array Solar company and they made an appointment with me on Wednesday, 11 am to fix the issue but never got back to me. They have not answered my calls since then. They are partnered with another company called MOSAIC, who they take loans from and who I had to make payments for. I paid MOSAIC solar payments for nine months totaling $2148.70. I just want American Array Solar to remove the panels.

  

  Business Response

  Date: 05/17/2024

  We have thoroughly reviewed all your paperwork and would like to clarify that we have never promised a zero bill. Additionally, we have checked your monitoring data, and your solar panels are producing energy as expected.
  It's important to note that utility companies, including SMUD, typically include base fees that are independent of energy production. Therefore, we recommend reaching out to SMUD directly for a detailed explanation of your bill. They will be able to provide more specific information regarding these base fees and any other charges you might see.
  Please let us know if there is anything else we can assist you with. The attachments you have provided are from the bank you chose to acquire a loan though to purchase the solar. 

  Customer Answer

  Date: 05/18/2024

   
  Complaint: 21722128
  
  I am rejecting this response because:

   

  *********************** from American Array Solar claimed that I wont have to pay ***************** if I got the first installation of the panels but I still had to. Then he convinced me to get a second installation of the panels because he claimed yet again that I wont finally have to pay the Smud bills which was a complete lie. He not only lied to twice but every time I confronted him about the bill he dismissed it and said that h*** figure it out. Now he is not answering my calls and text messages regarding this issue. It would be appreciated if someone gets in contact with him. 
  
  Sincerely,
  
  Saw *****************

  

  Business Response

  Date: 05/22/2024

  Thank you for bringing your concerns to our attention. We have thoroughly reviewed the details of your case, including discussions with our project manager and the timeline of your agreements with us.
  
  Clarification on Billing and Guarantees:
  
  No Zero Bill ********** At no point did our company promise a zero utility bill, as we do not have control over SMUD (Sacramento Municipal Utility District) utility billing. As a solar energy provider, we guarantee the production capacity of your solar system, but actual usage and resulting utility bills are dependent on individual energy consumption and utility company policies.
  Tax Credit Eligibility: We understand your disappointment regarding the tax credit. Eligibility for tax credits is determined by federal regulations and individual circumstances, which are beyond our control. Our partner bank, which facilitated your loan, also conducts a welcome call to inform customers about these eligibility criteria and the lack of guarantees regarding tax credits.
  Project Timeline and Additional Installations:
  
  Original and Additional Installations: You initially signed up for our solar services in April 2023 and subsequently opted for additional panels in 2024. This indicates your confidence in our product and service, for which we are grateful.
  Customer Satisfaction:
  
  Addressing Concerns: We sincerely value you as a customer and aim to ensure your satisfaction with our services. We are committed to following up and resolving any misunderstandings to the best of our ability.
  If you have any further questions or require additional support, please do not hesitate to contact us. We are here to assist you and ensure that you have a clear understanding of your solar system's capabilities and any financial implications.
  
  Thank you for your understanding and cooperation

  Customer Answer

  Date: 05/24/2024

   
  Complaint: 21722128
  
  I am rejecting this response because:

  Hello,

  I understand that the company, American Array Solar, did not promise a zero utility bill however your employee, *********************** guaranteed it. He claimed that I wouldnt have to pay Smud bills for the first installment of the solar panels  which was a lie, then he claimed if I got a second installment I wouldnt have to finally pay it which was another lie.  ***********************, a solar provider who works for American Array Solar, guaranteed a zero utility bill not once but twice, which put me under the assumption that I wouldnt have to pay it at all. Every time I asked him about why I still had to pay the Smud bills he pretended to not know what was happening and said that h*** figure it out which he never did. I asked numerous times for the solar contract and loan to be canceled but ****** refuses to. I want American Array Solar to get in contact with Mosaic to put the solar payments on hold. Thank you. 

  
  Sincerely,
  
  Saw *****************

• Initial Complaint

  Date:08/09/2023

  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.

  I have cancelled the contract with American Array due to their unresponsive, uncooperative, at times belligerent communication, poor workmanship so far and belief that future dealings with this company would prove to be the same as in the past. I have emailed them a written notice of claim/dispute. The demand of $6,250 for services rendered to date is excessive. They have provided no proof of these expenses. I have investigated and found the amount to be grossly excessive. Additionally, I will need to replace damaged concrete caused by their grounding rod installation. I have offered to negotiate a fair and reasonable settlement but they appear to be uninterested. They have threatened a mechanics lien against my property if I dont pay what they want, even though our contract calls for binding arbitration. The contract was signed on 3/8/23, contract say appx. start date 3/10/23 and appx completion date 5/10/23. When canceled on appx 7/29/23 the project completion was no where in sight.

  

  Business Response

  Date: 09/15/2023

  
  
  ************************* signed a contract with American Array Solar on March 10th 2023. His project included a panel upgrade as well. His panel was installed on May 15th, it passed with the city as well as Pge. To date this is the first time he relayed any dissatisfaction to us. We have all records of correspondence with him. We informed him of the swing over date  on May 30th, which he confirmed. The only email we received from him was on July 17th inquiring about additional work of running conduit through the attic at which we informed ****** it will be an additional charge because we would have to update design and permit. He asked for his contract and then contacted Energysage requesting cancellation. The delay has nothing to do with American Array Solar. Pge dictates the days they can do the work. We have invested in ****************** project and are due compensation for the cancellation that is beyond the date permitted by contract.
  
  Work we have completed
  Site Evaluation
  Engineering and design
  Nem application
  Permits
  Installed new main electrical panel and inspection with city
  Materials ordered and delivered, restocking fee
  
  
  We discounted the ***** down to *****. We did panel install in May, he stated he wanted to cancel at the end of July. 
  
  Per my phone conversation with ****** he stated that he had another electrician take look at the work we did so far and its about **** worth. ****** is completely disregarding the remainder of investment we have made in the project. 
  
  ****** paid ***** out of the ***** due, he still owes another 2,000. 

  I have attached the design and permits for his project.m

  
  

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 20446605
  
  I am rejecting this response because:  The response by American Array is both inaccurate and incomplete. As I have repeatedly said, I am willing to pay American Array a reasonable amount for their work. They are unable or unwilling to provide any backup for their grossly excessive demand. Rather than negotiate fairly or arbitrate as required in the contract, they immediately go to threatening a mechanics lien on my property. Sloppy work and damage to my property is the reason I canceled the contract.
  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 09/19/2023

  Dear ******, We have reviewed your recent complaint regarding the services provided by American Array. While we appreciate your feedback, we must address certain misconceptions in your statement. First and foremost, we want to emphasize our commitment to transparency and fairness in all our dealings. However, it is essential to clarify that we cannot disclose our payroll records and compensation details due to privacy and confidentiality concerns. This is standard practice across most businesses. Regarding your assertion that we have not completed the work as agreed upon, we respectfully disagree. Our team has invested significant time and effort in your project, and we have made substantial progress towards its completion. Any minor issues or damages that *** have occurred during the process are part of the natural course of construction, and we are fully capable of addressing them promptly and effectively. We would like to highlight that we have already extended a substantial discount to you. The original contract termination amount of $6,250 has been reduced to $4,500 as a goodwill gesture. This reduction takes into account the minor concrete crack you mentioned, which we can easily repair, and we believe this adjustment is more than fair. In conclusion, we remain committed to resolving this matter amicably and ensuring that you receive the quality service you deserve. We kindly request that you reconsider your stance and work with us to find a fair and mutually beneficial solution. Please feel free to reach out to our customer service department  to discuss this matter further and to schedule any necessary repairs or adjustments.

• Initial Complaint

  Date:04/10/2023

  Type:Delivery 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.

  Dear American Array Solar Inc,I am writing to express my deep dissatisfaction with the service I have received from your company. I entered into a contract with your company on February 3 of this year for the installation of solar panels, with the expectation that the work would be completed by March 31. However, despite my repeated attempts to obtain updates and information regarding the progress of the project, I have encountered nothing but delays, miscommunications, and a general lack of responsiveness on your company's part.On several occasions, I reached out to your company by email and phone to inquire about the status of the permit application process, as it was my understanding that the permit was necessary for the work to proceed. Each time, I was told that the permit application had been submitted to the City on February 28. However, when I contacted the City directly to confirm the status of the permit, I was informed that the application had been returned to your company for corrections and had not yet been accepted. Despite multiple follow-up inquiries from me, your company failed to provide the necessary corrections in a timely manner, leading to further delays in the permit approval process.Finally, on March 31, the City received the corrected permit application from your company. However, I was disappointed to learn on April 7 that the City had responded with requests for further revisions to the application. Despite my continued efforts to contact your company for updates and assistance in resolving these issues, I have received no response to my emails and phone calls.As a customer of your company, I expect to receive a high level of service and communication throughout the duration of the project. Unfortunately, my experience thus far has fallen far short of these expectations. The delays and lack of communication on your company's part have not only caused significant inconvenience and frustration for me, but they have also delayed the completion of the project and potentially caused financial harm.I urge you to take swift action to address these issues and improve the level of service provided to your customers. I expect prompt and respectful communication from your company, as well as a clear plan of action to resolve the issues that have caused these delays. I look forward to your response and a resolution to this matter.

  

  Business Response

  Date: 09/15/2023

  This issue with ***************** has been resolved. The customer acknowledges that we have no control over third parties like the city issuing the permit. Per the customer attachment, the date they are pertaining to is an approximate, for the exact reason that we cannot control city and utility approval timelines. Currently this customers installation has started and should be finalized soon. The contract initialed by the customer also states that delays caused by utility and city are not our responsibility. We have resolved this complaint and hope to have a great future with *** as one of our customers. 

• Initial Complaint

  Date:10/05/2022

  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.

  My PGE bill is over ****** because the solar panels were not working properly without any explaination. Brakers were ON never off and I was not aware of the missfunction of the solar pannels. The company promised to monitor the pannels for any issues and would offer to come fix the problems. I had to reset the system in order to fix the problem and they don't want to take responsibility of the issue. I cannot afford to pay solar pannels and PGE bill adding it up is over ****** due to a problem with solar pannels not producing energy for a month. american solar company is saying I am responsibile of any issue because I am not monitoring the pannels and calling them to fix the issue! I had to reset the ************ because they didnt want to send a technician. I want the Solar pannel to take responsibility or take the solar pannels back if they are not going to keep their promise or pay my PGE bill due to their inresponsibility of fixing the issue. I want them to refund me the amount I have to pay to PGE or take the pannels off my roof and dissolved that contract due to false advertisement and wrongdoing to make a sale and not being responsible of the misfunction of their solar system.

  

  Business Response

  Date: 09/15/2023

  Per our contract with ****************, it is his responsibility to make sure his system is working. We definitely ran reports and stopped by to make sure his system is functioning properly. **************** is using more electricity then his system was intended to produce. As a courtesy we have still helped **************** with his bill and recommended he purchase additional panels to cover his high usage. Pls see attached letter signed by **************** confirming that he understands and we reimbursed him for a portion of the bill as a courtesy because we appreciate our customers.