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:05/20/2025

  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.

   
  Complaint: 23355619
  
  I am rejecting this response because:  The business' subcontractor sent a team of 3 to finish our project.  However, the system is still not operating as intended and is incomplete.  We have not passed electrical inspection.  The subcontractor and us (homeowner) are concerned incorrect hardware was provided for our project.  Portions of the project require commissioning to Tesla phone application - part of the project I had to commission by myself, part requires vendor effort which hasn't happened yet.  We have repeatedly been promised escalated support and phone contact connected with escalation, however, this hasn't happened yet.  Our last telephone conversation with the business' internal escalation resource was 6 December.  Additionally, the business offered a discount on a portion of the equipment as part of making peace.  However, a review of our PowerShare entitlement from Tesla shows the hardware in question is included in the purchase price of our Tesla Cybertruck and the business shouldn't be charging anything for the PowerShare equipment - the business should only charge us for installation and materials related (wire, conduit, labor). 

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

  Business Response

  Date: 06/04/2025

  Hello - I apologize for the delay as we were working to get our BBB login and accreditation back up and running.

  We are actively working very closely with ***** to resolve this issue, and completely agree that the project should not have taken this long. Unfortunately this project faced several ************ and hardware challenges (including hardware shipped to him from Tesla with missing parts) which is the major cause for the delay. While much of this was outside of Treehouse's control (we are the installer, but rely on Tesla for the hardware and functionality) we sold the project and of course take full responsibility for the delay and any of the communication gaps ***** felt that left him feeling uncertain about progress and next steps. We've communicated this to ***** and publicly responded to a review he left us noting this. At this moment in time his system is installed but unfortunately still not yet fully functional, and we are working with ***** to help resolve this issue. We are in touch with ***** on this and meeting with him tomorrow to discuss. I would be happy to provide an update here once the issue has been fully resolved. Please let me know if you need anything else from us on this in the meantime.

  Business Response

  Date: 06/12/2025

  Hello,

  Our team spoke to ******* this week and have come to a resolution. First, on costs, Treehouse will not be charging anything for hardware OR for any installation costs of this project. Second, we agreed that we will return to the customer's home and make some additional changes based on updated guidance we received from Tesla (specifically to fully disconnect the Gateway and relocate the Universal Wall Connector to the existing SPAN panel.) We also have confirmation from ***** that *******' existing Powerwall system is not compatible with Powershare at this time. ******* is aware of this, and is also aware that if ***** does release an over the air update (expected later this year), then this should allow him to use his Powershare system and we will work with him to ensure it is operational. In the meantime, his existing Powerwall system will be fully functional and his Tesla Wall Connector will still function as a standard L2 charger (but not work bidirectionally, which is what Powershare enables).

  Please let me know if you or ******* have any follow up questions and we would be happy to address.

  Thank you,

  ***

   

  Customer Answer

  Date: 06/16/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is conditionally satisfactory to me.  One thing we have learned from our Solar and energy projects is the need to test and validate over a period of time after the business says the project has reached some milestone or completion status.  We are looking forward to completion of next portion of work at our site and will measure our progress at that point in time. 
  
  Sincerely,
  
  ******* ********