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:05/09/2025

  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.

  We had westhaven power come to our house on May 6th for a warranty issue. Was told we would have to cover the labor of $200.00. Not $200.00 an hour. The repair guy didnt seem to know what the problem was. He ran new wires that did not need to be ran. He lifted the panels from the roof 3 times. When he finally found what was a bad plug, he looked at my wife and said " I dont know why I didnt look there first." Then was hit with a $800.00 bill for labor on what looked to be about a $20.00 part. I was at work and told my wife to pay it and we woild call and resolve this when I got home. We called and left mwssages. The company has not reached back to us. I feel that they are ghosting us because they Know that they did us wrong. $800.00 in labor for a warranty issue? I want to be fair, but this is absurb. I am a buisiness owned and I would never do this to a customer.

  

  Business Response

  Date: 05/12/2025

  Thank you for taking the time to share your feedback. We genuinely value all of our customers and take concerns like yours seriously.
  We would like to clarify a few important points regarding our service practices and the specific service visit on May 6th. At Westhaven Power, all service-related costs are clearly outlined in the original contract at the time of sale and are again reviewed and approved by the customer before any work is performed. In this case, our service department communicated the standard $200/hour labor rate to your household prior to the work beginning, which was acknowledged at the time of service.
  Regarding the troubleshooting process, we understand that it can be frustrating when diagnosing a complex issue takes more time than expected. Our technician worked diligently to resolve the problem and ensure your system was operating correctly before leaving your property. Electrical issues, especially those under roof-mounted panels, often require a step-by-step process to trace and isolate the exact point of failure, which can unfortunately involve trial and error. While it may appear that some steps were unnecessary, they were performed as part of a thorough and professional diagnostic effort.
  The total labor cost reflects the time spent on site and is consistent with the scope of work and the labor rate that was disclosed. The part itself may have been inexpensive, but the time and expertise required to locate and replace it is what constitutes the majority of the service charge.
  We apologize if you feel your follow-up messages were not returned promptly. That is certainly not the experience we aim to provide, and we are reviewing internal communication logs to ensure appropriate follow-up has taken place. A member of our team will be reaching out directly to discuss this matter with you and work toward a resolution.
  We remain committed to fair and transparent service and hope to restore your confidence in Westhaven Power.
  Sincerely,
  The Westhaven Power Team

  Customer Answer

  Date: 05/16/2025

  You are crooks! I'm an influencer with over a million followers. Have fun going bankrupt. 

• Initial Complaint

  Date:04/16/2025

  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.

  So I bought the house back in 2022 with solar already installed and everything was transferred under me and my wifes name.6 mons ago some of the panels stoped producing and i saw that through the monitoring app and reach out to the installers i.e Westhaven power and after looking into that they diverted me to Enphase saying this could be microinvertor problem and since the original company was sunpower which went bankrupt i could only rely upon my original installers and enphase for any warranties and after alot of back an forth I was told that i would need to spend more money to get the new monitoring system from Enphase before even they can look into the system which I did and after troubleshooting Enohase told me that they would want my original installers that is westhaven to come out and perform some test on each panel and microinverters. So I reached out to West Haven and scheduled a site visit out of my pocket cost. In West Haven scheduled me for a day with a huge storm heading our way and didnt even bother to reschedule. The technician jeopardizing their own employee employee was reallykind and came out where it out. Heavy rain for a bit, but decided he would still go on the roof while it was pouring rain and thunder lightning but quickly was feared to death because the storm was huge and I told him he can come back some other day if possible. He was able to look at a couple panels, but eventually came down and requested me to pay for the service and I very politely told himI dont feel comfortable paying right now since you are coming back for the revisit since the work was incomplete. Now, when I reached out to West Haven again they are straight away, telling me to pay the full amount for the service which was never completed and threatened me to never provide any service in the future, knowing that sunpower is out of business and I am stuck with West Haven For any repairs or warranty coverage through ************** I want to sue them for while system

  

  Business Response

  Date: 04/17/2025

  We appreciate the opportunity to respond and provide clarification regarding this matter.
  First and foremost, we understand the frustration that can come with issues involving solar systemsespecially when youve inherited the system from a previous homeowner and are unfamiliar with the original terms and warranties.
  To clarify, Westhaven Power did not sell or install this system for the current homeowner. The original purchaser of the solar system entered into a clear and comprehensive agreement with us, which specifies the nature of our warranty coverage. As outlined in both our sales process and written contract, our warranty is a pass-through manufacturer warranty. This means:
  We perform the labor and handle the service coordination, but the manufacturer is responsible for equipment replacement if the issue is covered under their warranty.
  If the manufacturer does not cover a component or does not reimburse labor, we are required to charge for those services accordingly.
  This warranty structure is standard in the solar industry and was fully disclosed and agreed to at the time of sale.
  Since the current homeowner was not the original purchaser, and the system was transferred through a private real estate transaction, they may not have received or reviewed the original contract documents. Unfortunately, misunderstandings can arise in these cases. However, our terms remain the same, and we cannot extend coverage or waive charges for services that are not reimbursed or covered by the manufacturer.
  Regarding the service call:
  We scheduled a site visit as requested. Despite poor weather conditions, our technician arrived and completed the full diagnostic during the visit, which was billed at our standard hourly service rate. The confusion appears to stem from the customer expecting full repairs to be performed at no cost, even for issues not covered under warranty. We want to be clear that the diagnostic work was completed, and what remains are equipment replacements or repairs that fall outside of manufacturer coverage and therefore require out-of-pocket payment.
  We also want to be clear: no threats were made. We simply informed the customer that future service calls cannot be scheduled unless the prior invoice is settledthis is standard business practice.
  We are still willing to assist with any manufacturer-related warranty claims or further service needs, provided terms of service are respected and outstanding balances are addressed. We remain committed to helping homeowners maximize the value and performance of their solar systems, even in complex situations like these.
  Sincerely,
  Westhaven Power Customer Support Team

  Customer Answer

  Date: 04/21/2025

  I am rejecting this response because:

  I understand that when I bought the house from the previous owner the system came along with the purchase hence I become the new owner of the system but it doesn't change the fact that the installer were and will remain the same company who installed the system in the very first place.

  And I'm not requesting to waive any changes or give me any discounts all i'm asking is for service to be provided for what they are sending me the invoice for.

  First they sent their employee during a nasty storm (they could have rescheduled and I would have understood the reason) jeopardizing his life and on top of that he was here on the site for 1 hour and in that 1 hour he waited out the rain for like 20  mins and really was on the roof for maximum ***** mins before he realized its not safe to be up on the roof because of the lightning and pouring rain. After coming down he told me he would have to come back out to finish the troubleshooting since he was feared to death to out on the roof in this weather and requested me to pay the invoice but I very respectfully told him that I feel bad for him to out working in that nasty weather and don't comfortable paying now since the work is still incomplete and will be more than happy to pay once the job is complete and he promised that he will be out again and finish the job since he was not able to get to check all the panels.

  After a couple of days I was expecting to get a call from the scheduling **** to schedule another visit to finish the job but instead I got a call asking for the payment and when I requested abut the details they started making excuses telling me that the job was completed and if i don't pay the full invoice we will not come out will not provide any future services. To which I very respectfully replied that why would they do so since I felt bad for the guy not able to finish the job because of the nasty weather and I'm willing to pay for his labor charges $200 (where he really worked 30 mins) but i'm being generous and offed to pay full 1 hr charges but asking me to pay the full invoice before scheduling another visit is rip off.

  I even told them i am even willing to pay for the labor cost associated with him coming back and finishing the job which is really not on me since the work should have been finished in 1 visit but they decided to keep me on the schedule for the same day with nasty weather. I am and hard earner and realized its his hard earned money as well so that's why I'm offering to pay for his time spent on the job site but if you see i will be paying double price when he is coming out to finish his incomplete work.

  I'm more that happy to pay $200 for his labor for he first visit and will pay for the transportation charges only once since that's on Westhavens that they didn't think of the bad weather and didn't reschedule so the work can be done in once visit. And request them to schedule the second appointment to finish the job.

  
  

  

  Business Response

  Date: 04/22/2025

  We appreciate the continued dialogue and want to address the concerns expressed in your latest statement.
  First, we want to reiterate that we understand this situation can be frustrating, especially for homeowners who inherit a solar system without having been involved in the original purchase. However, its important to clarify again that while we installed the system, we did not sell it to you directly. The terms of service and warranty responsibilities were explained to and agreed upon by the original purchaser, and those terms remain in effect even after a property changes hands. This includes:
  A pass-through manufacturer warranty on equipment, not a workmanship warranty from Westhaven Power for future homeowners.
  Labor and service charges for any diagnostic or repair work that is not reimbursed by the manufacturer.
  A clear policy that all service visits are billed based on the time and work performed, regardless of weather conditions, unless we cancel the appointment ourselves.
  Regarding the specific visit in question:
  The visit was not scheduled during a storm intentionally. Weather can shift unexpectedly, and our technician determined upon arrival that conditions were borderline but still proceeded in good faith.
  The technician was on-site for the full duration of the scheduled service window, performed diagnostics on accessible panels, and made every effort to complete the visit safely.
  The invoice reflects two hours of labor, which includes not only the time spent on-site but also the travel time to and from the location, which is standard for our service appointments.
  This was a completed diagnostic visit and was not a repair visit. The technician gathered the necessary data required by Enphase for further steps, which fulfills the purpose of the scheduled appointment.
  We appreciate your acknowledgment of the technician's effort and your willingness to pay for the time spent. However, partial or conditional payments are not accepted. To schedule any additional visits, the full balance for the completed diagnostic appointment must first be paid. This ensures fairness and consistency in how we manage service operations for all customers.
  We remain available and willing to assist with any manufacturer warranty support or future service needs once the outstanding invoice has been resolved.
  Sincerely,
  Westhaven Power Customer Support Team

• Initial Complaint

  Date:09/26/2023

  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.

  Westhaven did not perform the main panel upgrade per the contract when they installed a solar system in late June/early July. They will not provide a timeline to resolve this, also required by the contract. The poor communication and organization on their part is costing me money as now I have to pay a loan for something that doesn't work in addition to a Pg&E bill. If they had done everything to contract in a timely mater my Pg&E bill would have been lower these last couple months.

  

  Business Response

  Date: 09/29/2023

  A mistake on our end was made with this project. We sent an amendment to remove the main electrical panel change out of the system and reduced the price to reflect this change. The problem is that we did not spell out this change in the amendment. We only showed the reduction in price. Because of this error we are going to complete the main panel change out for no additional cost. We have pulled the permit to complete this aspect of the project and will have it completed in a timely manner. We apologize for the inconvenience this has caused, but we will rectify the situation promptly. 

• Initial Complaint

  Date:09/25/2023

  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.

  West haven came out for a repair which is under warranty in which case was covered except for labor, My complaint is the tech that came out stated that they installed a faulty part on our mini split unit which is less than 3 yrs old, and stated that for the 15min he was here to find the problem it would be $200. I refused payment at time and talked to a manager which he agreed it wasnt our fault not theirs but the manufacturer of the unit, But they are selling and installing unit so. Shouldnt they stand behind the products they sell?? Then to top it off they return almost a month later and tell me it will be $200 to install part then charge my wife $810 while Im at work!! They are a pathetic company and have 0 class or customer service I could have and would have bought a brand new unit for that price they atleast should of stated it was gonna take longer and see if I was ok with adddd charges nobody authorized additional fees!! Plus they installed our solar and said we would have an increase in payment after first year and that was a lie it has increased every year since install, they are crooks and will tell you anything to get a sell!!

  

  Business Response

  Date: 10/06/2023

  ****************,

  We are sorry to hear about your dissatisfaction with the service provided. It was mentioned to you that the repair would not be $200. It would be $200 per man hour **************. This ended up taking 4 man hours. We adhere to the warranties set forth by the manufacture. We were able to get them to supply the part that failed so there was no charge for that. The only payment made to us was for the labor to complete the repair. We also included the refrigerant for your system at no cost. 

   

  If you would like further details or breakdowns on the charge to repair your unit, please email us at: *************************************** 

   

  Thank you

• Initial Complaint

  Date:08/08/2023

  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.

  Westhaven replaced my foot and upgraded my Solar arrays in October of 2021. They never finished the work and sold me non-compliant solar equipment they raced six months later. The gitters on the new roof were never finished and thre system they sold me provided less power than my old system and they would do nothing to resolve this. People I tried to communicate with at the company told me they were told to not talk to me. I now cannot find another contractor to help resolve this because their work will void the warranties.

  

  Business Response

  Date: 10/11/2023

  The work was completed in a timely fashion. The issue that arose with the equipment was that PG&E did not complete the approval on the equipment type installed for a long length of time. During this time Westhaven paid the bill for ****************** until we went and replaced the equipment with something already on the approved list, free of charge. So financial damages were suffered because Westhaven paid the bill, and then replaced the equipment. The system provides the amount of power that was promised during the time of sale. The gutters on the roof were completed to the exact specified request of ******************. He requested that gutters not be placed in a specific area, and we followed that request. At this time everything has been completed and ****************** has been made whole. 

  Customer Answer

  Date: 10/24/2023

  I am rejecting this response because:

   

  Looking at Westhavens response, all I can say is they lied. They never completed the work. They never gave me reimbursement for the time they had non-compliant inverters installed. The power provided by the panels they installed is less than the power provided by my previous panels. The gutters they installed leak. The roof they replaced leaks. They repeatedly refuse to work with me to solve any of this. I have tried repeatedly to contact them and have been told by their employees that they are not to return my inquires. All I want is to have this fixed. I was told by their employee that my previous system could be used to augment this system, but Westhaven will not respond.

  
  

  

  Business Response

  Date: 10/24/2023

  This is inaccurate. ****************** was compensated for the time it took to get his system granted "permission to operate". The gutters and roof do not leak. There is a section with no gutters because ****************** requested gutters not be placed there. The system produces the amount of power that was guaranteed at the time of sale. The work has been completed in whole and to the letter of the contract. There is nothing outstanding and nothing further to do.

  Customer Answer

  Date: 10/25/2023

  I am rejecting this response because:

  What Westhaven is saying id not true. I have never been compensated for the six months the non-compliant inverters were installed.

  The roof does leak.

  The gutters do leak and I had to modify the ones in the front of the house so that they would stop flooding my entry way in a rain storm.

  The gutters leak out the sides on the ends. they wouldn't know because no one from Westhaven has been back to see the problems that they left and won't return my calls.

  There were two places on the house that I told them I would put Rain Chains, but they put downspouts in those two places and neglected to put gutters in places two that needed them.

  This may be the system that I bought, but sales told me that it would produce 60% more power than my old one. I does not. My previous PGE ******** were about $1200 per year, but they are now almost $3000 and I have turned off cut back on many systems that use power like the hot tub (off now for over a year) and the pool pumps daily service time. 

  All I want is to get them to either add my old panels to the system or increase the panes they have installed. They installed 22 panels, My old system had 36. this system is supposed to provide 7 kwh of power, but even on the sunniest days, it doesn't come close. My old system came close to 6kwh alsmost every day. These inverters are extremely loud. My old inverters mad much less noise. Their problem is that they won't communicate with me. They will not treturn my calls and have no idea what is really wrong here. I'd work with them, but they will not work with me. I've called other solar contrators to fix these problems, but have been told that doing so would possibily void my warranties.

   

  
  

• Initial Complaint

  Date:06/08/2023

  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.

  Westhaven Solar will not honor their contract. They will not service my equipment.I started calling in December when my Tesla battery was not functioning and my app quit working to monitor my system. I was initially told they would send someone out in February/March. I have emailed repeatedly and they still will not give me an appointment. ***** advised me that part of being a Tesla distributor Westhaven Solar was required to service the batteries and suggested I have someone else come out to troubleshoot the problem and send Westhaven Solar the bill. When I asked the service manager *********************** if I could do this he said no. I specifically discussed the servicing of my solar and Tesla battery prior to signing my contract with them and would NOT have gone with this company if they hadn't assured me they would be here to service it.At this time they have not honored their contract and have not made one single attempt to help me resolve the issue.

  

  Business Response

  Date: 06/12/2023

  At Westhaven Power, we take customer feedback very seriously, and I sincerely apologize for any inconvenience and distress you *** have experienced.
  Having reviewed your case, I see that you've been experiencing issues with your Tesla battery and its corresponding app. I completely understand how frustrating it can be to experience such an issue, especially during times when you might rely on these systems the most.
  You're correct that we have a responsibility towards the servicing of the equipment we install. However, I would like to clarify some points that *** have led to misunderstanding. Our records indicate that your installation was completed on April 3, 2020. Our standard agreement offers a 1-year warranty from Westhaven Power, which unfortunately expired on April 3, 2021.
  Since your service request was lodged on December 22, 2022, it falls outside our warranty period. This is a difficult situation for both of us, and we understand your concerns. I regret any impression that we are not standing by our obligations, as we indeed wish to honor all our contractual commitments to you.
  Furthermore, please note that we no longer have a branch in your region, which complicates our ability to send a technician for a service visit. That being said, I would like to reiterate what ***** suggested: Please reach out to a local service provider who *** be able to assist you with the problem. The remaining warranties from the manufacturer, in this case Tesla, are still in effect and will cover the servicing needed for your system.
  While we are unable to cover the costs of this service due to the expiration of our warranty period, we are committed to assisting you through this process in any way we can. If you need any information or documents related to your system, we would be more than happy to provide those to you.
  Once again, I apologize for the inconvenience. We appreciate your understanding of the situation and remain committed to ensuring your satisfaction.

  Customer Answer

  Date: 06/12/2023

  I am rejecting this response because:

  The issue at hand has to do with more than the battery and I have copies of the warranty (I forwarded it to the representative I was trying to get to give me an appointment) that specifically stated I was still under warranty for the equipment.  The equipment that was installed to run the Tesla battery is what has to be manually re-set continually when I need to use the battery.  The interface that had worked fine quit working and was part of my original solar system that Westhaven installed.  And lastly, I have been told for almost six months that Westhaven was going to honor the contract and send someone out.  It seems to me that if I was no longer under warranty that would have come up by now! 

  The last email I received from the representative on May 2nd said he forecasted sending someone to look at the system "The first week of next month".  And that "we are by no means attempting to deny you service.  We are just under scheduling restraints".

   

  
  

  

  Business Response

  Date: 06/13/2023

  We fully recognize the frustration and inconvenience this situation has caused, and it is certainly not reflective of the experience we strive to offer our customers. I must apologize if there was any miscommunication or misunderstanding about the duration and scope of the warranty coverage provided by Westhaven.
  To help clarify this, I kindly ask you to review the contractual agreement we both entered. You will find that our warranty for the Tesla Powerwall system is explicitly stated to be for 1 year. Unfortunately, this period has passed since the installation was completed on April 3, 2020.
  Post this period, the remaining warranty is through Tesla themselves, as they are the manufacturers of the Powerwall. We strongly recommend reaching out to Tesla or a local service provider in your area for further assistance. As previously mentioned, Westhaven no longer operates a service branch in your area, which adds a layer of complexity to the situation.
  We understand the frustrations that come with this, and please know it was never our intention to leave you feeling unsupported. Our team is ready to help provide any necessary documentation or information needed for the servicing of your Powerwall by the manufacturer or another service provider.
  Once again, we sincerely apologize for any inconvenience caused. Your satisfaction remains a priority to us, and we're dedicated to making this right. Should you have any further questions or need additional assistance, please feel free to reach out to us.

  Customer Answer

  Date: 06/16/2023

  I am rejecting this response because:

  My contract with Westhaven Solar was for much more than the battery.  
  When I walk out my front door, I have the battery PLUS three other panels and lots of cabling.  
  I  paid Westhaven Solar for the entire solar system - all the solar panels, wiring, and a new panel box (I'm not sure what it's actually called - the box that has all the breakers in it).
  The system as a WHOLE is not functioning and you are making the assumption it is the battery specifically.  Neither you nor I can make this determination because I have not had a single bit of feedback or support from anyone to determine this.  

  
  If I have a technician out and they determine the problem is not the Tesla battery but rather the other work that was provided by Westhaven Solar will you reimburse me for repairs?  

  I involved Tesla in December because they have excellent support and go above and beyond to help.  When I phoned your company the extremely rude representative who answered the phone told me the batteries only lasted two hours and the most.  Despite leaving multiple messages I could not get someone to call me back to help or answer questions. Zero customer care on your end. 
  
  

  
  

  

  Business Response

  Date: 06/19/2023

  We fully recognize the frustration and inconvenience this situation has caused, and it is certainly not reflective of the experience we strive to offer our customers. I must apologize if there was any miscommunication or misunderstanding about the duration and scope of the warranty coverage provided by Westhaven Solar.
  To help clarify this, I kindly ask you to review the contractual agreement we both entered. You will find that our warranty for the Tesla Powerwall system is explicitly stated to be for 1 year. Unfortunately, this period has passed since the installation was completed on April 3, 2020.
  Post this period, the remaining warranty is through Tesla themselves, as they are the manufacturers of the Powerwall. We strongly recommend reaching out to Tesla or a local service provider in your area for further assistance. As previously mentioned, Westhaven Solar no longer operates a service branch in your area, which adds a layer of complexity to the situation.
  We understand the frustrations that come with this, and please know it was never our intention to leave you feeling unsupported. Our team is ready to help provide any necessary documentation or information needed for the servicing of your Powerwall by the manufacturer or another service provider.
  Once again, we sincerely apologize for any inconvenience caused. Your satisfaction remains a priority to us, and we're dedicated to making this right. Should you have any further questions or need additional assistance, please feel free to reach out to us.

  Customer Answer

  Date: 07/06/2023

  I reject the response because it did not address my point in the last response.
   
  The Tesla battery is just one component of the entire system that was installed.  The other equipment is still under warranty.  I am rejecting the assumption on your part that the issue is with the battery and not the equipment that is still under warranty.
   
  I asked specifically if you would reimburse me for a visit if it is determined that the issue is related to the equipment that is under warranty. 
   
  Yours truly,
   
  *****
  

• Initial Complaint

  Date:05/06/2023

  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.

  I entered into a fully executed valid contract with Westhaven on March 29, 2023. Part of the terms of the agreement included installation of a 400 amp panel and reimbursement for any loan payments due between time after install before PGE permission to operate. Westhaven did site survey and line diagram to submit application to PGE. At 6pm on April 12, Westhaven called me to say that they needed to modify the contract to remove the reimbursement clause and that they would also need to install a 200 amp panel instead of 400. No compensation, no reduction in price was offered. I refused to sign and they said the application would not be submitted until I signed a new contract with less favorable terms. Negotiated for them to submit the application to PGE. Following the submission, Westhaven induced me to modify the contract without reducing price or other consideration for me signing a new contract. I refused. All communication and work has stopped. If they do not complete the work I will be harmed by missing out on NEM 2.0 PGE program and there is a loan already taken out for the work they are not completing.

  

  Business Response

  Date: 10/11/2023

  We have corrected this issue. We are completing the original contract as requested by **********************. We are currently working with the jurisdiction on revisions so that we can complete the final inspection. This job is near completion.  

  Customer Answer

  Date: 10/16/2023

  This matter is still pending full resolution. As such, it would be premature to accept Westhaven's response. Westhaven has provided written confirmation that they will honor the agreement and reimburse payments made on the solar panels and equipment prior to my receipt of PGE permission to operate (PTO). However, as PTO has not been given and no reimbursement on payments have been received as of yet, I do not feel it is appropriate to close out this complaint at this time. I do appreciate Westhaven providing written assurance that they will honor our agreement and provide reimbursement for the solar panel and equipment payments made during this time period while I wait for PGE to issue a PTO on the system. I will fully accept Westhaven's response and close this matter once PTO is issued and once I have received reimbursement in full for all payments made on the solar system prior to the issuance of the PTO.  

  

  Business Response

  Date: 11/03/2023

  Westhaven has stood firm on their promises to this client. We are working within the parameters of the contract, so there is nothing to file a complaint for at this time. It is understandable that if we fail to complete this contract as written, a complaint should then be filed.  

  Customer Answer

  Date: 11/06/2023

  I am rejecting this response because: Contrary to Westhaven's assertion, "Westhaven has stood firm on their promises to this client. We are working within the parameters of the contract, so there is nothing to file a complaint for at this time. It is understandable that if we fail to complete this contract as written, a complaint should then be filed", this complaint was filed prior to Westhaven's current course of action, when Westhaven had informed me of their intent to not honor the terms of the contract and had broken off communication. Westhaven has since stated that it will honor the contract that it entered into with me and is currently in the process of doing so.  However, as the contract has not yet been fully performed and as Westhaven has yet to reimburse me for the payments made to the loan provider on my solar system while I am awaiting permission to operate from PG&E, as was agreed upon in the contract, I am not comfortable closing this current complaint at this time.  As I have previously stated, once the terms of the contract have been fully performed and satisfied, I will close this complaint.  
  

• Initial Complaint

  Date:04/29/2023

  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 signed up for solar last march with the promise of installation no later than October 2022. Here we are almost in may and my install is still not complete. At the time of signing my contract we discussed tree removal would be necessary and we talked about myself possibly removing the trees as long as I was given ample time to do so. In December after many months of getting the run around regarding when installation would begin in my project I received a random call saying they were ready to begin my install. When asked about the tree removal they said I was supposed to take care of that. Not a word during any of our conversations had they ever confirmed to me that I would be responsible for the tree removal or when the installation would begin even. So it was decided that they would change the location of the solar install. Again I was given the run around, this person would have that person contact me as they were unable to answer any of my questions. Since the beginning of ************************************************************** not I would be able to qualify for the solar tax credit. Nobody was able to answer my questions regarding this either. I made many many attempts to get in contact with someone who could give me this information. I ended up waiting until three days before the tax deadline to file. So I am now going to be unable to apply the ******************************** order to keep my payments the same for the remainder of my loan. I will be paying about 100 dollars extra for the remaining **** years of my loan out of my own pocket. I have been making payments on my loan since august of 2022 as well as paying PGE. This last week Westhaven sent me a document via Docusign saying they were going to pay me back for 6 months of my payments and that this would release them from any and all demands or responsibilities to reconcile my situation. I refuse to sign this document. I will be paying roughly ***** dollars over the course of my loan.

  

  Business Response

  Date: 05/02/2023

  Thank you for bringing your concerns to our attention. We understand your frustration and would like to address each of your complaints to provide clarity and a possible resolution.
  Installation Timeline: While we strive to complete installations within the promised timeframe, we must also work with other entities such as permitting departments and utility companies. As a result, we cannot fully guarantee an installation date until the project is near completion. We apologize for any inconvenience this may have caused.
  Tree Removal: During our initial conversations, we discussed the possibility of you removing the trees. We do not offer tree removal services, but if a customer directly requests it, we can bring in a third party to complete the task for a fee. We apologize if this was not clearly communicated.
  Solar Array Location Change: The decision to change the location of the solar array was made after you chose not to remove the trees yourself or allow ** to pay for a third party to do so. We made this adjustment in order to proceed with the installation.
  Tax Credit Information: We understand your concerns about the solar tax credit. However, as a solar installation company, we are not qualified to provide direct tax advice. We recommend that all clients consult with their tax professional for specific guidance. This should ideally be done before signing a contract or shortly afterward to ensure you have accurate information regarding your eligibility for tax credits.
  We apologize for any confusion or inconvenience you may have experienced. Our team is committed to providing exceptional service and addressing your concerns. Please don't hesitate to reach out if you have any additional questions or concerns, and we will do our best to assist you.
  Sincerely,

  The Westhaven Power Team

  Customer Answer

  Date: 05/02/2023

  I am rejecting this response because: I was given an installation date of no later than October. Westhaven power is attempting to only pay me for 6 months of the dual payments I have been making to both my loan company and pge. When I have made 8 payments. I was told they could remove the trees depending on how many there were then they waited until they were ready to do my install and still I had to ask about the trees. *** made several attempt to reach the correct people with little to no response other than I cant answer those questions I will have someone call you back which the majority of those times I never received calls or any other form of communication from Westhaven after at least a week of waiting. I decided to change the location of the solar array due to the ridiculous neglect I had been given and the desire to not drag this out any longer. As I was making double payments each mont with nothing to show for it. As for the tax situation, like I stated before. I will be paying an extra $100 per month for **** years. Not by any fault of my own as I made more than enough effort to get the solar array figured out and get correct information from anybody at Westhaven. So far I can say the only people I have been please with is the install crew. I will once again state that I would like to speak with the owner. I have made several attempts to get the owner to contact me with no luck, which I am not surprised. It seems like Westhaven just wants me to forget that I will be paying over $20,000 out of pocket over the next **** months because they were disorganized and neglectful. I want to speak with the owner of Westhaven power.
  

  

  Business Response

  Date: 05/17/2023

  We truly appreciate your response and understand the depth of your concerns. I will reiterate our points and address your issues one more time, as well as offer our continued assistance where possible.
  Installation Date: We do our best to adhere to the preliminary installation dates, but as we work with external entities like permitting departments and utility companies, exact timelines can sometimes be uncertain. This industry-wide practice is not unique to Westhaven Power.
  Dual Payments: We recognize the financial burden of the dual payments you've been making, and we're sorry for the inconvenience. Our initial offer was to cover six months of payments, but we're open to discussions to ensure fairness.
  Tree Removal: We apologize if there was confusion about this. We don't typically provide tree removal services, but in certain cases, we can coordinate with a third party for this task. The decision to change the location of the solar array was made to prevent further delay, and we understand it was also your preference.
  Communication: We are sincerely sorry if you felt neglected at any point during this process. We take this feedback seriously and are working to improve our communication. We would also like to mention that we do have records of all prior conversations and can see where periodic updates were made to you. 
  Tax Situation: We understand the implications of the tax credit on your loan payments. We can't provide tax advice, but we encourage all clients to consult with a tax professional for accurate information.
  We value your feedback and are committed to improving our customer experience. We are more than willing to assist you in any way we can moving forward.
  Again, we apologize for any inconvenience you have faced, and we appreciate your patience and understanding as we work through these issues.

• Initial Complaint

  Date:01/27/2023

  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.

  We used Westhaven Power to install solar at our home. The proposal and subsequent installation was supposed to provide 135% of our annual electric usage which we were specifically assured would cover charging our electric vehicle. I even confirmed with the staff the number of miles our EV would be driven and the times we would need to charge it at night. We paid $24,500 for the solar system and an EV charger. A few months after installation, we received an estimated true up bill from PG&E for $2,270. Apparently our system is only producing 4.7 kwh and we're using **** kwh. I'm pretty good at math and these numbers don't add up to 135% of our usage. When I contacted Westhaven, they admitted they had made a mistake in designing our system and agreed to provide a proposal to make it right. We'll, they're new proposal wants us to pay then $27k for more panels! One of the quotes we had prior to selecting Westhaven was from SunRun who said we needed twice the number of panels than Westhaven said we needed at a cost of $40k. Westhaven told us SunRun was crazy and there was no way we needed that much. And yet Westhaven now wants us to pay $51,500 to them! I've been calling and emailing Westhaven trying to get a fair resolution for quite some time now and they keep telling me someone will call me back. I have yet to actually hear back from anyone willing to do something about this mess! And I can't have another company upgrade my current system because it would void my warranty on the existing system.

  

  Business Response

  Date: 10/11/2023

  We always aim to never over-sell a potential customer too many panels. If it is determined at a later date that a larger system is required, we can add on to the system as all of our systems are modular. If we sell too many panels to start the project off, we can't come remove some later. Additionally, when a client has additional electrical usage upcoming, we do our best to project how much more power they will use. However, we always let the client know that we cannot guarantee an exact correct system size when we are making estimations on how much more power they will use. We offered to add on to this solar system at a later date, and that offer was declined. The system is performing as promised, but more power is being used than what is anticipated. We have fulfilled the contract that we signed with ************************ 

  Customer Answer

  Date: 10/25/2023

  I am rejecting this response because: The company's respone is a total misrepresentation of the events!
  
  We bought an Electric Vehicle in early February 2022. Our power needs didn't change after Westhaven installed our solar. I made it clear to Westhaven from the beginning about the car and that my husband drove 120 miles a day reuiring the car to be charged 5 days a week. I even emailed the sales manager my concerns when ****** gave us a quote indicating we needed a system twice as big as the Westhaven proposal. Westhaven's response was that ******'s estimate was "overkill." Obviously Sunrun was actually correct.
  
  The only accurate part of their statement is that the system is producing what's in the contract. My mistake was being the customer that trusted the supposed experts to know how to size the system for our home and Electric Vehicle!! And being gullible enough to think they would give us a fair price when it became clear they didn't size the system for our needs!!
  

  

  Business Response

  Date: 10/25/2023

  Again it is made clear at the time of purchase that we cannot be precise on the exact amount of energy required when an electric car is being added and we don't yet have usage history for the vehicle. Every car is different. Every drivers driving habits are different, not just from the mileage they drive but also to how they drive those miles. ***** things all vastly change the amount of energy the car will consume. We are in business to sell solar panels so it is in our best interest to sell the largest solar system possible, but we stay cautious with this because we do not want to sell a system that is too large for the customer. We can always add on at a future time, but we can never remove panels if we install a system that is too large. 

• Initial Complaint

  Date:12/29/2022

  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 went into contract with Westhaven Power in March 2021 for a solar system with battery backup for power outages. As to date the system still is not working to its full capacity or correctly. The batteries don't even last overnight, there is still parts that are not working with no date of fixing in site. I am paying on a loan of 100k and paying PG&E. They have been out here almost monthly fixing, replacing, changing and still it is not working and never has. They are in breach of contract, left construction in a dangerous state for 7 weeks at a time and still have not completed the final product. From the price to design, from installation to customer service this company has failed on every level. If you need further information, please contact me any time.

  

  Business Response

  Date: 12/30/2022

  We apologize for the issues you have experienced with your solar system and for any inconvenience it has caused. We understand your frustration and want to assure you that we are working to resolve the issues as soon as possible.
  We have performed to everything in the contract, including ordering parts under a warranty claim for you, and we will reach out to schedule a technician visit as soon as they arrive. 
  We apologize for the delays and any frustration you have experienced. We value our customers and strive to provide the best service and products possible. If you have any further concerns or issues, please don't hesitate to contact us.

  Customer Answer

  Date: 12/31/2022

  I am rejecting this response because: While your response was nice and vague there is more than just one problem as you know. Let's address the first one the warranty part. First, I find it hard for you to call it a warranty part for an inverter that has never worked properly from install and you have never stopped working on the system. but nevertheless, the warranty part is a communication board for the inverter to work correctly. If you had a date or estimated date, that would be a start. I was told by you that this part is unavailable and will just have to wait. Unacceptable! If I purchased a new car and the carburetor never worked and needed a part and the part was NOT available, the next step by a company is to replace the entire carburetor to rectify the problem and to not be in breach of contract. Which would mean that if the communication board is not available you should be replacing the inverted to get the system up and running properly. There are two ways to look at the second problem at hand. I purchased a battery backed up solar system due to all of the power outages we have in our area. The system was purchased and installed +/- March of 2021. As of +/- October of 2022 two of the batteries had never been connected properly, you now say that they are, but I and the facts do not agree. I purchased two 9.8 KWH batteries and a 16 KWH battery. That is +/- 36 KWH of battery backup. When the sun goes down the batteries kick in, so we don't use PG&E. At night we don't use very much electricity you can expect, I believe it is on average 2-3 KWH . That gives me on the low end 16 hours of battery power and on the high end 12 hours of battery backup. When only one battery was operational, we had battery backup until 4 or 5 AM. Makes sense right one battery 10 hours KWH. Now that I am told that all three batteries are operational, they are all dead by midnight. With the day light change do the math that means that only one battery is working. Second, they tell me that they are working properly while I stand in front of a battery that is very rarely on. I can go to the batteries at any given time, day or night, and it is not on. Right there is a problem that is not solved, not planning to be resolved, rather has never worked since the install. Let's go one step further with the problem of this project. If, let's just say if, the batteries were working properly, which they are clearly not, as per the plans of this project was installed for power outages not saving money on PG&E, hence the battery backup, how would the design be correct. There should have been more battery backup in the original design. The battery backup does not even work all the way through the night let alone for anytime length of time should there be a power outage. They are not planning on sending anyone out to fix this issue. The technicians that come out here agree with all of the problems that are ongoing. They need a week out here to go through the whole system and figure it out once and for all, this has drug out for almost two years with no end in sight, my time has value as well. I have been sold a system that has not worked since day one, and still does not, that is breach of contract. While they have fixed problems along the way, they have been out here sometimes multiple times in a month over the last two years. Now they need to fix or replace the inverter and rectify the battery issues. I can go on with all of the problems, reluctant customer service, and lack of ownership. I have had to get multiple entities involved along the way to even get this far; it has been the worst experience of my life. Every step has been like pulling teeth. This was the largest system that they had ever installed and from the design team to the installation were poorly prepared. Please let me know if there is any other information you need, I have notes dates and procedures all the way from the sales team in Jan 2021 That not only changed the price on multiple occasions, but the design, salesperson and information, brand, and expectations of the system. 
  

  

  Business Response

  Date: 01/04/2023

  Hello, 

   

  You had an inverter failure which was addressed and corrected. Then there was a failure with the communication board which is on order. Let's discuss your dissatisfaction with your battery system. You specifically requested us to set your batteries up for maximum self consumption, and we did that as you requested. Everything has been installed properly. There has been no errors other than issues from the manufactures. These are also the biggest manufactures in the solar industry, but things like this still come up. We are going to replace the parts that had manufacture defects under warranty as soon as they come in. 

   

  Any change in the scope of work, price or expectations of the system were discussed with you, written in an amendment and signed by you. Everything has been performed to contract. 

   

  Thank you. 

  Customer Answer

  Date: 01/06/2023

  I am rejecting this response because: The battery backup is not adequate to support the consumption over night without power from the electric company. This not set up for a power outage! I would like you to address how this back up is enough to carry this house through a power outage. It is not a matter of maximum consumption there would not be times set for usage in a power outage you would need the batteries all night. Besides the batteries are supposed to stop at 30 % not run all the way down. One battery is either not ever on or it is run down to 0% then shuts off. Which you will agree can damage the battery. You still have not explained the *** and the batteries that are installed with the *** that are being used why if they are all working why the power runs out in a few hours. 

  If you cannot get a replacement part in a timely fashion with a date that this problem will be fixed, why would you not replace the whole inverter to find out if that is even the problem?

  Your answers dont answer any questions just a deflection of the questions asked and facts presented. Go back to the last response and answer the questions at hand.