Complaints

This profile includes complaints for Photon Brothers Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Photon Brothers Inc

  7705 W 108th Ave Ste 100 Broomfield, CO 80021-2808

  
• 

  Photon Brothers

  1492 Railroad Street Oceano, CA 93445

• 

  Photon Brothers

  1492 Railroad St Oceano, CA 93445-9644

• 

  Photon Brothers Inc.

  7705 W 108th Ave Ste 200 Broomfield, CO 80021

  

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:05/12/2025

  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.

  Brief history: 2006 Real Goods installed a 4.2kwPV system. Mature trees with squirrels abound; they ate the wires. Under warranty RG removed, rewired & remounted. Back then I had to make my own critter guard, RG installed it. Custom fit; worked perfectly. IIRC, 4 lengths of 1/2 hardware cloth.Summer 2021 HOA reroofing; hired Photon Bros/PB to de- & re-install. They declined to salvage/use my critter guard. I paid $6338 for the de/re & $1023 for new ************** guard, all w/10yr warranty. I repeatedly told PB the array needed critter proofing, no gaps. It wasnt; squirrels got in. PB warranty removed the array, fixed the wires, & had to source 2 old panels (mismatch) for 2 they couldnt fix. (The de/re price was only a few hundred$ more than only de-; had it been 1/2 I wouldve left it down. $160 of power ***eration lost over 4 months; PB declined to reimburse.Dec. 2024 snow guard failed & ripped out critter guard too. Squirrels nested & destroyed significant wiring. PB cant timely if at all obtain old repair parts (& who knows if some cant be fixed and re-sourced). I was never advised the snow guard could fail & result in this. Weeks go by with zero contact. I finally said just remove it & take it all away. PB wants to charge me for this. *Their equipment choices &/or installation broke an old irreparable system*. *It cant take more work to remove the whole thing than to de/re again with all the rewiring plus new ************** installation.* *Removal would do them a favor by getting this system out from the remaining warranty years.*None of this is my fault in any way.I want PB to, at zero cost de- the entire now useless system broken under their watch:- remove all panels, guards, racks, system wiring - silicon all roof penetrations - disconnect/remove rooftop elec box - remove conduit to inverter & main - deinstall elec connections to main - remove PV master switch - dispose of all except any panels I opt to keep - $360 for 9 months lost power ***

  

  Business Response

  Date: 05/15/2025

  We apologize for any frustrations this customer has experienced, however the failure he experienced would be filed under a homeowner's insurance claim and not valid through our warranty. Attached is a letter we received from this customer back in 2022 where he praised us for our work. At the time, the owner of our company offered him a practically free replacement solar system since the customer's was quite old and out of date. The customer declined but was incredibly appreciative, so we fixed what needed to be done and the customer was satisfied. What happened to this customer's snow guard and critter guard would be considered Force Majeure and not upheld by our warranty. 

  Customer Answer

  Date: 05/18/2025

   
  Complaint: 23320806
  
  I reject this response because:

  (1) Spring 2022 PB warranted and repaired at n/c this exact failure under our 2021 contract/warranty.

  (2) Jan 2025 PB techs inspected and noted breakages/damages. PB told me they would try to source old parts and repair. ZERO MENTION of warranty NOT in effect. Suddenly now they claim Force Majeure for second occurrence of same failure and outcome. (see contract) (see ****/Myka emails highlights)

  (3) PB NEVER advised that snow guard could take out critter guard; had they, I NEVER wouldve okd it. Does anyone think I would have, given 2 prior critter guard related system failures requiring de/res?? No way.

  (4) my incredibly appreciative letter was gracious to counter my ongoing expressed annoyance throughout the FIRST de/re during which I was frankly angry. Id repeatedly exhorted multiple PB personnel (office and tech) about securing the system against squirrels. (see ****/**** email highlights) ********restore letter was to make-nice because were stuck together for the balance of the warranty period.

  (5) 2022 de/re: PB offered to SELL me a replacement system for $3000 (not practically free). Ultimately I declined. Before PB de/re my system was securely functional for ~15 years. I spent $18k in 2006; $3k in 2017 (inverter), and $7300 for PB de/re, total $28+. Money sink. Were retired/fixed income. Our array had years of remaining life until this even more extensive failure due to PB recommended equipment choice and assembly workmanship. 

  (6) Since the Feb ********************************** regarding parts/repair. Months passed in silence.

  (7) Itd be less time, work and cost for them to remove and dispose, plus theyd be rid of another 6yrs warranty exposure. They should thank me rather than abandon their responsibility. I want done with it and PB.

  (8) *** claims disregard and negate these BBB Accreditation standards:  Build Trust, Tell the Truth, Be Transparent, Honor Promises, Embody Integrity.
  
  Attached are 3 files:
  - 9/8/21 Detach/Reset contract with 10-year warranty statement
  - 2/16-17/22 email thread with **** ******, PB de/re head, clearly verifying warranty applied to this exact same failure and damage that occurred post detach/reset
  - 2/8/21 ****/**** earlier email to PB with highlighted sections conveying my less than incredibly appreciative viewpoint
  
  **** *******

• Initial Complaint

  Date:05/09/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a solar power system with battery backup from ** - it was installed last year (July 2024). The purchase was for ?$50,227.84 and included a full a 10yr warranty for parts and labor. A couple of months ago, I saw an odd behavior on the monitoring app on my phone. I reported it to ** and was told there were several fault notifications on the web portal, which only they can access. This was then referred to their service team.The team reported that there was a problem with the grid and told me(!) to contact the utility to resolve it. The utility, of course, disagreed, leaving me in the middle of a finger-pointing exercise. I eventually linked the two parties together, only to see the ** team disappear.Going on a month later, the problem remains unresolved. ** is totally unresponsive, the utility is frustrated, and so am I. I have tried multiple pathways to contact **, but they refuse to respond. Since I cannot see these fault reports, I have no way of knowing if the system is correctly functioning or continues to exhibit problems.I want ** to honor their warranty commitment and fix whatever problems exist. I also ask that they give me access to the web portal so I can detect problems when they occur in the future - Tesla (maker of the inverter/battery) states that the company can do that by granting me user access.Frankly, I'm hoping that ******************** can somehow get them to respond as nothing else seems to be working.

  

  Business Response

  Date: 05/15/2025

  We apologize for any frustrations this customer has experienced. Our Service Coordinator did reach out the customer this week and was able to remotely access their system and modify their settings which were causing these issues. We have continued to monitor their system and determined everything is working properly so are considering the service issue as completed. 

  Customer Answer

  Date: 05/15/2025

   
  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. 
  

  My thanks and appreciation for their quick response to this complaint. They were very courteous and promptly resolved the issue.
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:04/10/2025

  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.

  I used Photon Brothers (PB) to install SunPower (no longer in business) solar panels in 2017. In early 2022, the production significantly decreased for no known reason. Per the contract with Photon Brothers, the annual estimation is 7611 kWh, equalling 634 kWh/ month. My system has never put out close to this estimation, the best being 80% of that estimation in 2018. In fact, the system has massively under produced since 2022 (37 months) and according to ************ (local power company) the system is only producing on average 161kw/month. (25% of what is estimated). 2018 - 6160 kWh 2019 - 5911 2020- 5978 2021 - 5861 2022 - 2482 (206/month) - 32%2023 - 2100 (175/month) - 28%2024 - 1208 (100/month) - 16%I contacted PB looking for justification on why the system has been producing so little solar energy when our contract states what it does in regards to solar production. The service manager I have been emailing, **** *****, stated they do not warranty production after year 1, only installation and equipment, but since ******** is no longer in business, they will not offer any solution.I've been paying $111/month since 2015 to pay off the solar panels. This totals $12,987. Over the past 37 months, when the system really began to under perform significantly, the total is $4107. But with only producing 25% of what is on the contract, I don't feel it is fair to be charged the total amount for that time, or more importantly, moving forward. I have 30 more $111 payments, $3330 more to pay. Per the contract with ** I have not received the power that was supposed to be generated. I am left with a feeling of doubt on the sincerity of the contract, the sincerity of PB when they were installing SunPower equipment, and overall bewilderment. PB is not offering any compensation or solution at this time. This is from 30+ emails back and forth, and two phone calls. I am left at this point with likely small claims court. I am seeking $6410.25

  

  Business Response

  Date: 04/11/2025

  We apologize for the frustrations this customer has experienced and have done everything to try to amend the situation. This customer had a system installed in 2016 and reported no issues until 2022. We processed a replacement for one of the SunPower components around this time. The customer has consistently mentioned that the system has not performed the same since that point, however they did not follow up again until 2024. We made multiple site visits after that:
  09/23/24 We identified a faulty inverter that needed replacement. The customer mentioned potential legal action toward ********, who at the time was already in the midst of bankruptcy proceedings.
  10/02/24 Our technicians discovered a faulty DC disconnect.
  11/01/24 We returned to replace the defective equipment. During this visit, techs rewired the arrays, bypassed the Bentek box, and got the system operational and producing again.
  After these repairs, the customer continued reaching out via email and phone, stating that they believe we are obligated to compensate them for the systems past performance issues. We explained that the issues were related solely to manufacturer defects and not due to installation error, and that his contract does not include compensation for lost production.
  Most recently:
  04/10/25 We revisited the site and confirmed that the system is producing, although at a lower-than-usual level. We informed the customer that it's no longer possible to monitor the system accurately due to SunPower no longer supporting server-side monitoring or portal access. Equipment replacement is also no longer feasible due to SunPower limitations.
  I explained that Enphase would be the recommended transition solution, as it is the most similar and actively supported system available.

  We are hopeful to find a resolution with this customer.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23189490
  
  I am rejecting this response because:

  1. It does not address the loss in money I have incurred since 2022. As the reply states, the system did work until 2022 when first reported issues. Photon Brothers did send someone out to the home to "resolve" the issue and replaced a part, but it does not appear the issue was ever fully resolved. The technician, and PB, assured me the panels and parts were working properly. Unfortunately, the panels/parts were not producing at all what the contract with Photon Brothers stated they would produce. Nor were they producing what they did in all the years prior. Which leaves me to believe something went wrong in 2022 when they attempted to resolve it. Again, the panels/parts were connected and on and working after the PB technician came in 2022, but since, the system has only produced on average 161 kWh/month when the contract states the system should produce an estimated 634 (likely closer to ******* currently as some depreciation is to be expected). *See attachment from ************* It shows monthly production since 2018. You can see the significant drop off in production (termed usage) in May-June 2022. 

  2. It was brought to my attention in late summer/fall of 2024 from my energy company, Excel Energy, that my electric solar panel system was not producing as it should. I reached out many times and PB did come out and replace equipment that was under warranty. However, they never got the system to produce what they claimed in our contract it would produce. After the issues started in 2022, since the technician was out here, and from June 2022 through now, the system has massively under produced, only putting out between ******* kWh/month, never producing more than 32% of annual estimated for 2022, 2023, and 2024, and has been worse and worse every year. 

  3. Photon Brothers has not done everything to amend the situation. They recently attempted to resolve the issue by having another technician come out to verify the system is on and working, which it is. Their recommendation was that I pay for new equipment since ******** is no longer operating.  At no point has anyone addressed my concerns over the loss of money I have paid for production I have not received. The contract states I should get 634 kWh/month (my estimate now is ******* with depreciation over the last 8 years) and I am not getting anywhere near that contracted estimate ever since the person from Photon Brothers came out here in early 2022 to "resolve" the issue. If anything, it has been much worse since that time. The Photon Brothers reply says they can no longer monitor the system accurately; however, Excel Energy has details for every hour of every day of the total production. There most definitely is a way to accurately monitor the production. I am not looking to waste any more money for upgrading equipment. As stated in the reply, the person at Photon Brothers recommended new Enphase equipment, swapping out the old SunPower system, and spending another $6000-$8000 (estimated).I adamantly stated this would not be occurring.  

  Photon Brothers says they are hopeful to find a resolution. I am too hopeful. I would like resolution in the form of payment for the lost money I have incurred since 2022 when Photon Brothers came to resolve the issues but never got the system working to its prior level of production and in fact, the production has become significantly worse since that technician visit. The $6410.25 is the cost from 2022 from when the technician came and the system started significantly under performing and included the next 30 months of payments I have to pay off the loan. 

  Thank you. 

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

  

  Business Response

  Date: 05/09/2025

  This customer has been in communication with our Senior Director of Operations and the two have reached an agreement for compensation regarding past lost production and the project is now closed on our end.

  Customer Answer

  Date: 05/27/2025

  Good afternoon ******.
  I have reached a resolution with Photon Brothers. Can you please update the BBB complaint to reflect that I was able to resolve the complaint to my satisfactory and that ***** ****** went above and beyond to meet my needs.
  
  Thank you for your support
  
  **** Fox 
  

  
  

• Initial Complaint

  Date:03/24/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we had to replace our roof, our original solar panel installers weren't available to remove our panels for months, so we hired Photon Brothers to do it, and to install a Tesla Powerwall battery. They installed the battery incorrectly, and when I inquired why our solar production was so low, I was advised to wait, and that it was heading into winter so it wouldn't be producing much. This was in October. Now in March, I asked again, and they finally said there is most likely a problem. They fixed the battery installation, and now we are close to 100% self-powered AND exporting power to the grid (which Xcel will compensate us for) most days, vs the $150 electric bills we've been having/solar panels barely working/battery not working at all. I have asked to speak with someone multiple times about Photon Brothers compensating us for the bills, as they incorrectly installed the battery and made our panels and battery useless for 6 months, and they won't respond to me. There is no way to talk to someone on the phone, and they ignore emails. The initial installation project was delayed by months due to the fact they just didn't respond to me most of the time, weren't submitting required documentation to Xcel and the city, and multiple project managers were fired or quit over the course of the project. I've included a screen shot of our electricity usage this year vs last (when we had solar panels but no battery), so presumably it would've been even less with the battery offsetting our peak-usage times, and our electric bills since October. I don't know if they should be covering all of our electric bill, but since they won't even speak to me about this, I've but the total of electricity costs over the time period everything was not functioning.

  

  Business Response

  Date: 04/11/2025

  We apologize for any frustrations this customer experienced. Our ****************** has worked closely with the customer and resolved all issues at this time. We appreciate their business. 

  Customer Answer

  Date: 04/21/2025

  Hi, Photon Brothers did work with me and provided a refund based on an estimate of what the solar panels should've been producing. I am satisfied with the resolution. 
  
  Best,
  
  ***** Schifffman
  

  
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 24, 2024, I contacted Photon Brothers to inspect my solar system after noticing a panel was not working. They diagnosed the issue and quoted me $475 for repairs ($150 for an optimizer, $25 for critter guard, and $150/hr for two hours of labor).I agreed to move forward with the repairs, but Photon Brothers became unresponsive. They had neglected to make a $25 repair when they did the original diagnosis and took months before coming out again and performing this $450 diagnosis-the dispute in question.When they did finally get back to me, they told me my system would now require at least $8,000 in repairs. However, they failed to provide a breakdown of costs or supporting photos. Instead, they pressured me to replace my system with a Tesla solar system, claiming it would "save me money."Concerned about their pricing, I sought a second opinion from another company. That company fully repaired my system, including replacing all the critter guard, for under $2,000. When I asked Photon Brothers to justify their $8,000+ estimate, they refused and simply wished me good luck with my other provider.Two months later, Only 1 day after I left a negative but factual review about this experience did Photon Brothers issue a $450 invoice for a so-called "diagnosis." This charge: * Was never disclosed upfront. * Was not mentioned in their original repair estimate. * Was never agreed to. *.Came only after my negative review, making it appear retaliatory.Despite my email disputing the charge, but willing to pay $75, Photon Brothers refused.I have a long email thread proving their lack of responsiveness and transparency. If they had repaired the critter guard in the first place, there would not have been any need for more diagnosis or the damages that I incurred due to their negligence.

  

  Business Response

  Date: 04/11/2025

  We apologize for any frustrations this customer has experienced. Our ****************** has explained on numerous occasions the detailed invoice that was sent given the service request that was asked. We did not do the original installation for this customer so they are not under any warranty or guarantee with us. This was a service request and the fees associated were outlined ahead of time. Delays were due to the customer not responding in a timely manner or agreeing upon the expected charges. Our team did the best they could and we are sorry this customer feels otherwise.

  Customer Answer

  Date: 04/11/2025

   
  Complaint: 23083113
  
  I am rejecting this response because it did not address the issue. I was never made aware of a $450 charge for a diagnosis and that is the bill that I refuse to pay.  There would never have been a need to have a second diagnosis had the original issue been addressed in the first place.
  
  Sincerely,
  
  ****** ********

  

  Business Response

  Date: 05/06/2025

  Back in September, the customer was quoted $475 for a diagnosis and repair. In January, we offered an additional quote for an upgraded system which a breakdown of the work that would be done. The customer then went with another contractor however was still invoiced for $450 (less than the original quote) for the diagnosis and repair that was done. As we have stated before, this was not a customer of ours and not under any warranty with us, therefore any repairs are billable. We apologize and regret any frustrations this customer has experienced however we did outline payments ahead of time.

  Customer Answer

  Date: 05/07/2025

  Hi,

  This is in regards to my complaint submitted on 3/18/2025 against Photon Brothers Inc.  My complaint was assigned ID ********.

   

  Note that my complaint is that they charged me $450 which I haven't paid (for all the reasons I state in the complaint).  They have not continued to send me "past due" notices so perhaps they will just let it drop.  I know they haven't responded to you about my complaint, but since they are not trying to collect from me any more, perhaps the matter can be considered closed or "on hold."  If they do try to collect from me, am I able to refer them to this complaint?  I'm not sure of the procedures...

   

  Thanks for all your help!

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

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

  

  Business Response

  Date: 05/09/2025

  After internal discussion, our management has decided to void this invoice and we will not be seeking payment from the customer. While our team did indeed to the work that was outlined in her initial quote, we feel it is not worth damaging our reputation or BBB accreditation and will take the monetary loss. Her invoice has been closed.

  Customer Answer

  Date: 05/09/2025

   
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We began discussion with Photon solar *** on August 3, 2024. August 5, 2024, sales representative contacted us with an invitation to meet. On August 30, 2024, project manager #1 provided scheduled a site visit Paid 50% down payment, $16,047.50. Having heard nothing from manager 1 called on October 9, 2024. Told that manager left the company. Manager 2 said the permit was not submitted.Again, no communication, called manager 2 on October 28, 2024 told that she was gone. Manager three gave more excuses. On November 26, 2024, crickets. I secured the permit The original timeline clearly stated that this was a Photon responsibility.December 18, 2024. manager 3 called said his crew called in sick, installation cancelled. Set a date for December 30, 2024. On the 30th, another project manager, cancelled the installation. On January 14, 2025 after not having heard anything, frustrated and disgusted, I sent an email to manager 3 requesting reimbursement. He responded via an email saying that there would be a cancellation fee. I advised that there is no mention of a cancellation fee in the contract. He then said he would pass all the information along to their finance department. January 15, 2025 I called the finance department spoke to a representative who could not provide any details about our reimbursement. I requested a call back from the head of their finance department. I have yet to receive a call back from Photon regarding my reimbursement.

  Customer Answer

  Date: 01/27/2025

  Hello,
  
  A representative contacted me after receiving the complaint. We exchanged a few emails last Week wherein they stated that they would reimburse me for the full amount. Today, a check arrived with a full amount.
  
  Thank you for your intervention and assistance.
  

  
  

• Initial Complaint

  Date:05/14/2024

  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.

  I was told our solar system that we paid 25k for initially, would be approximately 11k to move to a new property. We decided to make the move, and afterwards (6 months later now) Photon Brothers continues sending us invoices back dated to last year. So far we have paid 15k and they are now wanting another 10k. Where are these invoices coming from 6 months after the work, why are you just now sending them with a due date from last year, and how was your estimate so far off from the 11k I was told? It makes zero sense that you charged me 25k for all the panels and install initially, and now you want more than that to move it?

  Customer Answer

  Date: 05/16/2024

  The company contacted me and we worked out a resolution.  I'm good to close this case.
  

  
  

• Initial Complaint

  Date:03/13/2024

  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.

  June 2020 we contacted Photon Brothers regarding qualifying for & installation of a Tesla Powerwall since we live in a fire zone. In the process we decided to also install solar panels for our home. Although it took much more time than promised, everything was completed Spring 2021. However, following many phone calls and tech appointments starting Fall 2022 there is an ongoing issue with several solar panels reporting "microinverters may not report data to gateway due to technical issues or weather". Although slow, Photon Brothers has sent out techs to take care of this issue in the past.However, the most recent and most frustrating lack of communication since Fall 2023 has led to this complaint. I contacted Photon Brothers via their online service request form 10/4/23 regarding the microinverter issue; a tech "fixed " the problem mid November , but the problem reoccurred mid December 2023. I sent an email(12/31/23) regarding the issue reoccurring followed by another online service request 1/8/24. This was responded to by email, 1/16/24, from Photon Brothers stating that their last visit revealed a breaker had been tripped and asking me to check the breaker box. If so, they would "need to send a tech onsite to investigate as it may appear that the site may have a wiring issue." I responded by email, 1/17/24, that YES a breaker had been tripped. Since then, NOTHING! I've tried following up by email,(2/5); phone messages(2/26,2/28/3/1); and submitted another online service request(3/1/24). No response, at all! I really regret spending $40,000+ for our solar. The frustration and high PG&E bills just doesn't seem worth it.

  

  Business Response

  Date: 03/25/2024

  We have been in recent communication with this customer and have scheduled them for service to resolve this issue. We apologize for any frustrations this may have caused. 

• Initial Complaint

  Date:01/31/2024

  Type:Product 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 contacted by Photon Brothers upon purchasing my home that I was eligible for a rebate from the state of CA if I installed a Tesla Powerwall and solar panels due to it being in a fire zone. I elected to move forward with the plan. However, it took them 2 and a half years to install the equipment due to poor management, coordination and lack of oversight of the project. They let several applications with the electric company lapse due to missed timelines, leading to the need to reapply and further elongate the project. Most recently, after finally installing the equipment after 2 and a half years of problems and waiting, they failed to file the proper paperwork with the electric company (SCE), and I received a $1200 bill even though my electrical uses were almost completely self powered. I contacted SCE to inquire how I was being billed for that amount, and they said that I did not have approval from them for the solar equipment. Something to do with the interconnection not being approved. So while I was not using power they were still charging me for delivery and generation. Furthermore, and equally, if not more, concerning, I still have not received the rebate for the project. I was told that I would receive it ***** days after installation, and it is coming on 6 months since installation. I contacted Photon Brothers about this, and after months of inquiry I was informed that they filed something incorrectly, or something of that nature. As of today they still have no idea when the rebate will be issued. That rebate is for 50k, and I have been counting on that money for months. So at this point I have not only not received the rebate, but they have costed me additional money as well, which Im not even including the utilities I continued to pay while they dragged on the project for two and a half years. In two months it will have been 3 years since starting this project and I am still dealing with time and money issues with them

  

  Business Response

  Date: 02/23/2024

  We apologize for the frustrations ********************** has experienced and understand this has been a lengthy process. In addition to product delays, we were also significantly delayed due to the utility. Every time they requested something new, our team would immediately provide it yet the utility continually dragged this out. The attachment shows the time stamps where we would comply with everything the utility asked for and there was still no forward progress. As of last week, the utility has finally updated the customer's billing and credited him for their delays. Thank you!

• Initial Complaint

  Date:01/11/2024

  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.

  A contract was signed on or about July - August, 2022 to provide whole house battery backup to our home at **************. On August 12th, deposit of $14,205 was paid. Work commenced in late October of that year. Additional payments were made, $12,055 on February 17, 2023 and $27,945 on February 21. Total paid: $54,205. Four Tesla Batteries were installed with all necessary switching gear (to my knowledge). Here in lays the problem: In order to certify the system meets code and to provide documentation to get a Federal Tax Credit, an inspection by the City of ***********'s Inspector and PG&E must be performed. This has not happen, though I have heard every conceivable excuse in the book as to why: Bad weather, the employee handling it has Covid, the City stamped the wrong set of plans, the City is very difficult to work with, etc. etc. Long story short, Photon Brothers has not performed ALL of the requirements laid out in their contract, and I can't be sure I have a safe, reliable system and submit for a tax credit until they do.

  

  Business Response

  Date: 01/12/2024

  We empathize with and apologize for ****************** frustrations. While there were some delays due to internal issues, we have had relentless pushback from the City of *********** regarding inspections and requirements. Multiple members of our team have gone to the City of Pismo offices to try to resolve issues that were out of our hands with zero help or guidance from city inspectors. Fortunately today (Jan. 12, ****) an inspection has been scheduled and we are hopeful ****************** project will be approved and this issue shall be resolved. Furthermore, the tax code states that the system must be operational in order to receive the tax credit (which it is), so ************** will have no issues when filing his 2023 taxes. 

  Customer Answer

  Date: 01/13/2024

  Photon FINALLY came out with a City Inspector Friday, January 12 at 3:00.  I feel like this year long saga may be coming to an end.