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:10/17/2023

  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 have been working with SourceNRG since last July (2022) to try to get the solar on my home installed and to conclude our contract. The original salesman left the company at one point and we were transferred to another salesman who came to our home and ultimately sold us on the system, (with a discount for the miscommunications), along with a new electrical box and home energy upgrades. Once we signed the contract, the delays were never ending. We didn't actually get the solar and electrical installed until July of this year, 2023 and then it took a month to get them to turn it on. I had to text with them daily and it was rescheduled multiple times. In the meantime the payments kicked in on the loan before the solar was even hooked up. They eventually agreed to pay me back for the first two payments, but it took two months to get the check, with me texting them weekly. Finally our system is working, but we still are waiting on them to come in and do the energy upgrades - attic fan, insulation and system blowout. We have scheduled with their contracting company, ***************** twice, and they've cancelled twice. I finally got the owner of Ideal on the phone who told be that Source had asked them to cancel all services to their customers until November and that Source would notify their customers. I have been texting and emailing since and no one has yet responded. This saga just will not end.

  Business Response

  Date: 12/19/2023

  Hi ***,
  
  
  We are so sorry for the extended period of time it took to complete your project.  This is absolutely not the type of experience we want to leave our customer's with greatly appreciate your feedback so that we can improve our processes.  ************ is a third party company that we work with to complete the energy efficiency upgrades and I am actively seeking information regarding the communication you received from them regarding the cancellation of your appointment.  It does look like your upgrades were completed in early November.  Please let me know if this did not take place.  Again, we sincerely apologize for the inconvenience.  Please let us know if we can be of further assistance.
  
  
  Regards,
  SourceNRG Team
  
  

• Initial Complaint

  Date:04/11/2023

  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.

  I have power of attorney for my mother who is a senior citizen.She was pressured and lied to, in order to purchase solar panels for her home.I believe there was no meeting of the minds for this agreement because she didn't understand the solar panels cost money and that she had to get a loan she can't afford.Her name was signed electronically and it is misspelled on the contracts.I want the solar panels removed and the damage repaired by the seller.I want the contracts voided.

  Business Response

  Date: 05/01/2023

  **************** did not mention at any point during the sale or installation of the solar that someone had power of attorney over her. She was very happy to go solar and signed all the loan docs showing the cost of the solar system so she absolutely knew it was not free. This took 6 months from the point of sale to get installed and she followed up with us every month eager to get her solar system installed. **************** also approved the funding via text message to Concert Finance on 2/24/23. We did not sell her something that she can't afford because her monthly payment is less than her average electric bill and we offset her power by 120%. **************** called me crying after the install because her son who never talks to her or comes to see her berated her for going solar. I came to see **************** in person after that because I felt terrible for her. The only person pressuring her and lying is ***************************. **************** is an absolute joy to be around every time I go see her and she admittedly was fully aware of the entire purchase and how the solar loan works. ******* unreasonable demands are without merit and he is extremely cruel in the way he speaks to ****************. Once the system is installed and the finance company makes payment there is literally nothing we can do. We gave **************** a great deal on her solar system and she was so happy with us that she's trying to get her neighbors to go solar with us as well.
  

  Customer Answer

  Date: 05/01/2023

   
  Complaint: 19924780
  
  I am rejecting this response because:
  As power of attorney for my mother I think these solar panels caused her a financial setback.  My mother cannot make her own financial decisions.

  Sincerely,
  

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