Business Profile

Solar Installation

SourceNRG

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for SourceNRG's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

21 total complaints in the last 3 years.
2 complaints closed in the last 12 months.

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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:10/27/2023
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 had 2 gentleman come to the door and sell us a great story of a good solar company needing a model home. After the full discussion over 4 days, I decided to sign up and be a model home for SourceNRG. This was supposed to include no cost for the system to be installed and all foot work done by the company. It took 2 months of no communication before I heard from them again to do an install. Once install was completed I waited for over 2 weeks before an inspection from Mesa County happened. Once that occured, the inspector mentioned inspection should have been within 24 hours and he then printed a list of things that were not up to code and needed fixed with a failing completion of the inspection. It took 4 days after sending the inspection report to SourceNRG before I heard anything again. The response I got was that they would be in town the following week to fix the things the inspector found and then they would move forward. It has been over 2 weeks since that was said with still no one here to fix anything and no responses up until yesterday when the supposed owner emailed wanting to know what the issue was. I attempted to call and talk to him twice and then told him several times when I had lunch from work so that he could give me a call. It has been nothing but a run around with this company. We have asked to have everything removed and the loan they set up to be squashed as we do not intend to do further business with this company. Instead of setting up a removal date, I am playing tag with the owner trying to get some sort of answers with no luck.
Business Response
Date: 12/01/2023
Hello,
We had previously submitted a response but I am not seeing it in the correspondence chain. These issues have been rectified and we have communicated this to the customer but wouls still like to submit a formal response. Please advise!
Thank you!
Business Response
Date: 12/19/2023
Hi ****,
We are so sorry that your project took longer than expected and for any lack of communication over the course of the project. It took our team more time then we had anticipated to receive your approved permit, but that in no way excuses the lack of updates or communication during that time. We definitely aim to complete final inspections within 1-3 days of the system installation but do not always have our inspection available to do so with his busy schedule. We have since hired additional staff to help so that we are capable of providing the timelines we want to adhere to. It looks like everything was corrected and your inspection passed, and you have received your net meter and are able to activate your system.
We greatly appreciate your feedback and please let us know if we can be of any assistance.
Thank you,
SourceNRG Team
Initial Complaint
Date:09/21/2023
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.
This company has turned our worst nightmare into a reality. It took a year from signing to having the panels installed and approved for operation. It is impossible to get anyone to call us back from this company and we are still trying to be reimbursed for them not doing the electrical panel upgrade that was supposed to take place before the solar was installed. At one point they sent us a document for us to sign saying that we had received the check that they had yet to send (supposedly they would send it after we signed, but we refused as we had not actually received the check). We're supposed to take their word that only $3500 was built into the loan for the panel upgrade but we had discussed a few other items and I thought it was more. They refuse to fix the loan directly with the lender and told us they will only write us a check for the $3500 despite us having to paying interest on the loan, with that included.We've also been trying to get an itemized copy of what is included in the loan which they refuse to provide.On top of the above mentioned items, we had to wait for months for the "energy efficient upgrades" to our house and they tried to give us $500 instead of doing them, despite it being valued at $2000. What we received when they did do them was not $2000 in value, but close to half of that.We were told that the solar panels would offset our electric bill by 101%, and although it has cut it down, it doesn't come close to the 101% despite us decreasing our energy consumption and the energy efficient upgrades.At this point, we're at a loss for what to do. My partner leaves messages for *** all of the time and has to call the main number to be able to speak with anyone. I'm certain that we're greatly overpaying for what we received and their shady business practices have only solidify my concerns.
Business Response
Date: 11/20/2023
Hello ********************,

We sincerely apologize for the inconvenience and frustration this has caused you! There was an additional amount of $3,500.00 included in your original contract and loan for a main panel upgrade. It was ultimately determined that this electrical upgrade would not be required to complete the installation of your solar array but we unfortunately were unable to remove the amount from the loan once the system had been installed. The best resolution we were able to offer was to refund the amount of the upgrade that was not completed. Our Sales Operations Manager ********************* was in contact with your partner, ****, in regards to the reimbursement and completion of the Energy Efficiency Upgrades and check was mailed out for $3,500.00.

In regards to the energy efficiency upgrades, the company that we partnered with to complete these had informed us that they were closing so we were unable to complete these services for a time. Our resolution was to provide monetary compensation until we were able to again offer these services, which we do understand, still does not excuse the significant delay in completion. We are happy to address your concerns further regarding the value of these services and the work that was completed if you could please elaborate.

To address your concerns with your systems production, we can definitely make sure that the system is functioning as intended and take a look at your current electrical usage versus your electrical usage at the time the system was designed.

Again we are so sorry for the frustration. Please let us know how we can be of further assistance.

Thank you,
Initial Complaint
Date:09/15/2023
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.
This complaint involves contractually obligated home efficiency upgrades as part of a Solar installation agreement signed on July 15, 2022. These upgrades should have been performed on or around January, 2023. At this time I had extreme difficulties getting ahold of anyone at SourceNRG and no one would return my messages over the period of several months.On June 20th, 2023, I finally got a call from a representative from SourceNRG who offered a payment of $600 to resolve the outstanding commitments, which was less than what they were valued at but I ultimately accepted. This payment was never issued and was claimed to be "missed" when speaking with the same rep on August 21. Rather than seeking legal options, I wanted to be done with the matter and signed an e-release to get the $600 check issued on August 31. After signing the release, I heard nothing back and checked in on September 8, September 12, and September 14 with no response. Furthermore, the release form incorrectly mentions that the agreed payment was attached to the document when it was not (a detail which I did not catch at the time).At this point the business in question refuses to return my messages and their phone number is not operational.
Business Response
Date: 09/25/2023
Hi *****,
We sincerely apologize for the delay and frustration associated with completion of your Energy Efficiency Upgrades. Unfortunately, we were no longer able to offer these services which were originally included as part of our Model Home Agreement as 'free premium energy efficiency upgrades'. In turn we wanted to provide a ***************** and I believe you spoke with our Sales Operations Manager, ***, about and the issuance of a check for $600. It looks like we do still owe you that check and will be issuing and mailing it to you during our next accounts payable cycle. Please use our main line and select the 'Existing Customer' prompt to reach out at any time, **************. Again, we are so sorry for the delay and inefficient communication! Please let us know if there is anything else we can do to be of assistance.
Thank you!
Customer Answer
Date: 10/02/2023

Complaint: 20611038

I am rejecting this response because:
While I appreciate the response, nothing meaningful has actually been done to address the underlying issue. Emails rarely get returned (and never in a timely manner) and in your response you mention calling your main line, a phone line that has not been functional in many months. I'm approaching the point where I don't see any recourse but to get legal council and pursue the matter in small claims court, something that will be a pain but I'm not sure how else to approach resolving this issue.
Sincerely,

*****************************
Initial Complaint
Date:07/26/2023
Type:Service or Repair Issues
Status:
UnresolvedMore 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 May 2022 I signed a contract with this company for the installation of solar panels. As part of the offer accepted the company compromised to complete additional work at my property and the installation of other equipment, as described below:- Attic insulation - Solar attic fan - Attic seal - Blower door test So far these offered items were not completed at all.The reason I didn't file a complaint before is because they scheduled the work in two opportunities; but they didn't show up to complete the work, the last appointment was scheduled for June 7 2023, after they didn't complied I tried to contact them again without any response.
Business Response
Date: 10/03/2023
Hi *******,

The Energy Efficiency Upgrades for this customer were completed on September 26th. Please let me know what additional details you need to resolve this matter.

Thank you!

Customer Answer
Date: 10/03/2023

Complaint: 20381503

I am rejecting this response because: The business has not completed anything on the date indicated on their reply, what they did is to schedule an appointment for that day, and cancel it the following day, re-scheduling it for Oct 12 ot 13 2023, please do not close this complaint until they have fully complied with the contract.

Sincerely,

***********************
Business Response
Date: 10/16/2023
Hell **************,
We sincerely apologize that this had not yet been taken care of! Our team is looking into this now so that we can complete the work immediately.
Thank you,
Customer Answer
Date: 10/16/2023

Complaint: 20381503

I am rejecting this response because: on 10/13/2023 your workers did not show up to complete the job, I have been very patient with your constant non-compliance, this situation is a breach of the signed contract.

Sincerely,

***********************
Business Response
Date: 10/29/2023
Hello **************,
We apologize that this has been a long wait. We are in the process of coordinating a reschedule to get this taken care of for you and we will be in touch soon with a new date.
Thank you,
SourceNRG
Customer Answer
Date: 11/07/2023

Complaint: 20381503

I am rejecting this response because:I don't believe they are doing anything, they have failed several times, they are irresponsible and don't care about their clients.

Sincerely,

***********************
Initial Complaint
Date:06/20/2023
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.
Everything on the solar panel side has gone as they said; what has not gone as they said is their payment to me of 12k - I paid my own people to re-roof my house and upgrade my panel so SourceNRG said when they got funded they would reimbursement but now 3.5 months after SourceNRG was funded I have not been refunded.I have talked to some friendly people that keep telling me I will be refunded in 2 weeks but never happens.Be careful if you have a reimbursement setup with them!!Added an email proof of one of the many times they said they would pay me but as of 6/20/23 they won't even talk to me.
Customer Answer
Date: 07/19/2023
I filed this complaint and the company has resolved it.
Customer Answer
Date: 07/21/2023
7/20 update: The owner ended up contacting me and after another month I did get paid and he offered and paid me extra for my troubles. I found out my situation was a loophole that is no more so for the actually solar set up, instillation, and use, everything went exactly as they said it would and I am happy with that!
***** *
Initial Complaint
Date:06/07/2023
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.
Instalation of solar panels took much longer than expected. But when I purchased the Solar it came with a few other things, attic insulation that should have had a builder gap foam at the time of insulation. The company said they were unable to perform the foam and only instal new insulation (11 months after starting the contract 6 months after pannel instalation) on the contract it states that a solar attic fan would be insinstalled. Also it states that all doors would be sealed. The company will not return my calls.
Business Response
Date: 08/08/2023
Hello ************************,
We sincerely apologize for the inconvenience and extended timeline of your solar installation. We did have to complete a main panel upgrade to install your system which can extend the standard installation timeline to complete the additional electrical work. There was a period of time where we were unable to offer the additional energy upgrades, including the attic fan, attic seal and insulation, due to the unavailability of our subcontractor but are now able to complete these again for our homeowners. I do see that the Energy Efficiency Upgrades for your system were not completed. We will schedule a date to complete the work and have a representative contact you to confirm the date.
Again, I do apologize for the frustration! Please let us know if there is anything else we can do to be of assistance.
Thank you,
The SourceNRG Team

Customer Answer
Date: 08/09/2023

Complaint: 20158416

I am rejecting this response because:ATM?
Although you did make an attempt after the BBB has contacted you to complete these upgrades you missed the appointment you scheduled. No one showed up after I missed a day of work waiting, no one would answer the phone, no one called nor will they return my calls.

Sincerely,

*********************************
Initial Complaint
Date:05/15/2023
Type:Product Issues
Status:
UnresolvedMore 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 signed the contract in October 2022, we paid for energy upgrades. However, we recently received an email that they are not doing the upgrades anymore even though we paid for it and it is in the contract. They will not respond to requests for a refund.
Customer Answer
Date: 05/25/2023
In regards to compliant id: ********, ****** has responded and said they were going to issue a refund. It is resolved.
Customer Answer
Date: 07/26/2023
I had solar put in with them back in October 2022. Paid upfront. In our contract, we paid for energy upgrades. They had a company come out and for a couple of the upgrades but not all. A few months later, they sent an email stating that they couldn't fulfill the rest of the upgrades. I tried and tried to contact, however, they wouldn't respond until I was going to go to 9News. Then, *** called me back finally. He verbally promised a refund for the services they couldn't provide. Weeks went by with no refund. So I called and called again. Then I was told I need to sign a waiver of liability contract in order to get my refund. I was also told that I would also get paid for the referral I recommended. The contract comes and it is a general contract stating that if I sign it, I am waiving any liability for them for any issues that *** arise past, present or future. No one in their right mind would ever sign that. I don't mind signing but only if it pertains to the issue I am getting refunded for. I am not excusing them of liability for any and all issues. What if an issue comes up that has nothing to do with what I am getting a refund for? It is now July 25th (2 months after intinal verbal promise of refund) and the issue is still ongoing.
Business Response
Date: 08/08/2023
Hello ******,

We sincerely apologize for the inconvenience and frustration! There was a period of time where we were unable to offer the additional energy upgrades, including the attic fan, attic seal and insulation, due to the unavailability of a subcontractor but are now able to complete the work. Please let us know if this information has not been communicated to you. Our team is scheduling a date to complete the additional items and we will have a representative contact you to confirm.

Again, I do apologize for the frustration! Please let us know if there is anything else we can do to be of assistance.

Thank you,
Customer Answer
Date: 08/18/2023
Hello,

I am writing in response to case: complaint #********. The business has resolved half of the issue. They did install the upgrades that were in the contract. However, they still have not paid the $500 for the referral as promised.

Thank you,

Deanna
Initial Complaint
Date:03/20/2023
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 were approached by a staff member of SourceNRG via door-to-door solicitation and ended up signing up for solar installation through SourceNRG in April 2022. Part of the sales pitch was to sign up for their Model Home Program, where we agreed to provide a list of references to other customers, post their sign in our yard for a period of time and write an online ****** review (we completed all of the above). ** turn, we would receive several energy efficient upgrades for our home, which are included in our contract: Solar Attic Fan ($800), Attic Seal ($1650), Attic Insulation ($2805), Blower Door Test ($250). We were scheduled to have the energy efficient upgrades completed by a contractor of SourceNRG, *****************, on 10/17/22. We received a call from ***************** just before that scheduled date, telling ** our install was cancelled due to SourceNRG not paying them (I have the voicemail saved, dated 10/10/22). I have since followed up with SourceNRG several times via phone and text (dates: 10/18/22, 11/9/22, 11/14/22, 12/29/22) and spoken with multiple staff members that told me the energy efficient upgrades would be rescheduled soon. They have since scheduled half of them with another contractor, completed 11/14/22 (the Attic Seal and Attic Insulation). They have not completed the remaining energy efficient upgrades in our contract: the Attic Fan ($800) and Blower Door Test ($250). We are requesting that these services are scheduled and completed ASAP. It has been nearly 3 months since I last reached out and still haven't heard any updates. It has been almost a year since we signed the initial contract. Each step of this process I've had to call and advocate for what we paid for (getting solar turned on, getting energy upgrades etc.). I am filing a complaint because even after contacting SourceNRG several times, our contract is still not fulfilled.
Business Response
Date: 05/15/2023
Hello ******,
We sincerely apologize for the frustration! We have ceased business with ************ due to their poor business conduct and multiple complaints from customers. Their company has since gone out of business. Unfortunately, we have not been able to establish a partnership with another business that offers Energy Efficiency Upgrades so are no longer able to offer these services. I believe you have spoken with ***** Anderson who has agreed to provide monetary compensation as a resolution for the incomplete services. Please let me know if you still have not received compensation and we will make sure to rectify this immediately. Again, we are so sorry for the inconvenience. Please let ** know if we can be of assistance with anything else.
Thank you,
SourceNRG Team

Customer Answer
Date: 05/15/2023

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:01/10/2023
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.
*********************** Came to our house to present his solar panels and company on Oct 24,2022 we decided we would try as long as they could get all panels on the roof. The surveyor came out and determined the solar panels would be too heavy and did not suggest the panels on the roof. I asked *********************** from ********** solar to cancel my contract and loan on Nov 22,2022. *************** proceeded to call me and say that his inspector could come out and flag the yard so we could see how big of an area panels on the ground would be the inspector came and flagged the yard and we decided that we did not want the panels as it takes up too much room in our yard so I Told ***** again on dec 7,2022 and said we do not want these please cancel this transaction. I knew there would be cancelation fees ***** finally got back to me on January 4, 2023, with the fees in the amount of ****. which is outrageous. I do understand that there is a cancelation fee for paperwork and what not, *************** told me they had already ordered the panels, which again the whole contract was contingent on the ability to put the panels on the roof which we can't. I don't even have any panels or any equipment or anything on my property. I still have not received a document stating the cancelation or the price for cancelation in detail. I got a call today 01/10/22 from the town inspector saying that ***** sent the permit to my town which I stopped immediately. I also called the loan Company Good leap and asked if ***** had canceled the loan when I had asked him too on Nov 22, 2022 He did not so I canceled it. I feel like this company is fraudulent and or *********************** is Fraudulently using my information to benefit his financial situation by trying to push this through when I ask him to Cancel the Transaction. I feel that a ****.00 cancelation fee is ridiculous. I asked ***** several Times to Cancel the transaction I don't think I should be charged That much.
Business Response
Date: 02/13/2023
Hello *********,
We sincerely apologize for the frustration and lack of communication. After reviewing your complaint and details regarding your project we definitely agree that this should have been disqualified and not regarded as a voluntary cancellation. You will not be asked to cover any cancellation fees, and again we are so sorry this was not resolved sooner. We have also had our sales management address the situation with the sales representative to ensure that these issues are being handled correctly and professionally moving forward.
Please let us know if there is anything else we can do to be of assistance.
Thank you,
*****************
Director of Operations
Initial Complaint
Date:10/07/2022
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.
We were told that we would not have overlapping payments to *********** and the solar loan provider (goodleap), but that happened three times. They tried to get the installing company to pay for them, but the installing company was not the company that made a promise to us. We were also promised energy efficiency upgrades with our contract, but as of now, SourceNRG has not paid the other company they had hired to perform the upgrades, so the upgrades we were promised were not done
Business Response
Date: 10/19/2022
Hello *******,

We apologize for the frustration and are looking into this matter. Contractually, we do not provide loan reimbursements as the loans are funded through ***************** and it is at their discretion whether or not they will provide these reimbursements. Loan coverage reimbursements are evaluated on a case by case basis by ****** financial department and distributed if the project delay is deemed to be caused directly by the installing company, *****************, and not a third party. In this case, Titan completed the installation and the delayed install of the net meter was the result of documents being incorrectly signed by the homeowner and of *********** which was the reason the reimbursement was denied. We apologize if this information was misrepresented by your sales representative, who is no longer with the company.
In regards to the energy upgrades, these are scheduled within 45 days of system PTO, which was granted on September 12, 2022. We will make every effort to have this scheduled by October 27th, 2022.
Best Regards,
SourceNRG Team

Customer Answer
Date: 10/19/2022

Complaint: 18183467

I am rejecting this response because: Even though the person no longer works for the company, they made the promise that payments would not overlap. They overlapped for three months. The "delay" for a signature mentioned in your message was a few days, not three months. Not even offering to meet in the middle and cover half of the payments is ridiculous. I will also update BBB when the home upgrades are scheduled, but as of now, they were scheduled previously and cancelled because the company did not get payment from ********** for the upgrades.

Sincerely,

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

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SourceNRG is NOT a BBB Accredited Business.