Business Profile

Solar Energy Products

Star Enrg

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

50 total complaints in the last 3 years.
16 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:02/07/2023
Type:Billing 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.
Solar panels installed does not meet production as promised
Business Response
Date: 03/14/2023
This is a warranty claim, and the work has been scheduled.
Initial Complaint
Date:12/30/2022
Type:Billing 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 signed a contract, and provided a deposit in Dec. 2021.

We were promised completion by March, 2022.

On 2/21/22, the salesman said that the job would be panel ready by end of day. Workers were there working, so we gave him the second payment, bringing the job to 85% paid.
We were never told that there were no inverters available and that they had no idea when they might receive any in the future.

The company did NOT provide inverters and get us “panel ready” until 11/16/22, eight (8) months later. Excuses we received over the phone from the office coordinator , Blanca, included worker Covid-19 illnesses, “the weather is predicted to be too windy”, “the weather is too hot” , the weather is too cold”, it’s going to rain, someone got sick, they got behind schedule, “a worker got called up to the military reserves”, etc. With Another Scheduled Install Day, Came Another New Excuse!

We were promised panels 11/22/22, then 11/29/22, then on 12/2/22, then on 12/8/22. Then we were promised 12/20. When I called, I was told 12/21 with finish on 12/22. I called again on 12/21, and Blanca told me she forgot. They would be there on 12/22. Then she said it was too cold, and told me 12/28 and 29th. I called on 12/27 when she told me 12/30 with no completion date. On 12/29 at 1:30pm, she called me and told me they would NOT be there, and no reschedule date.

So to recap, we were promised to be panel ready on 2/21/22. We were actually panel ready on 11/16/22. We were promised solar panel install in March of 2022.
As of today, Friday 12/30/22, over a year After Signing a Contract, we still have no solar panels!
If you are considering signing a contract with Star Energy, I urge you to seriously reconsider.
Business Response
Date: 03/14/2023
This system was certified at the end of 2022, but still had pending panel work to be completed by 03/31/2023.
Customer Answer
Date: 03/14/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

I am requesting that this complaint be reopened. As of 3/14/23, I do NOT have one single solar panel on my roof! NOT ONE has been installed. Star energy has promised to show up at least 5 more times, but continues to NEVER show and NEVER CALL. They have 85% of our money, and appear to have no intention of ever finishing the job.

Regards,

Complaint ID: 18662116

Business Response
Date: 04/14/2023
This project is scheduled for final wrap in the coming days, and has experience significant delays for string inverter product lines from Europe that have not shipped in months. That has now been cured and we will update the file once completed.
Initial Complaint
Date:12/01/2022
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.
We placed an order for solar to be installed on our home in February of 2022 and gave the company a significant deposit. Installation was scheduled for April 18th. I received a serious health diagnosis in March 2022 which may force us to sell the house prior to recouping our investment to seek specialized medical care. We decided to cancel our solar order on April 7th and requested a refund. We were told that a check was sent in May which never arrived. We were told that they would stop payment on that check and another check was sent in June. It also never arrived. In November 2022 we were told that the "Terms and Conditions" (a check-box next to the signature box) states that we canceled too close to the installation and that nothing was due to be returned. Those "Terms and Conditions" state cancelation within 15 days means they may keep up to 25% of the total contract price, which is greater than our significant deposit. They are no longer responding to me. I probably do not have legal resource as I canceled within the 15 days and I checked the box, but I should have been told that at the time of cancelation. I may have proceeded with the installation rather than lose the money, but I was led to believe that I would get my money back. Obviously, the promised checks in May and June never existed.
Business Response
Date: 12/11/2022
This contract was scheduled for installation in March of 2022, and was moved back by the client a few days prior to an April request for installation. He then subsequently cancelled the installation a few days prior to that April installation, and stated the house was being sold. Our contract terms and conditions are quite clear and very liberal next to all of our competitors in the field.
Customer Answer
Date: 12/12/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

I cancelled an April 18th installation on April 7th. That’s almost 2 weeks, not a few days. I was not informed that my deposit would be forfeited. In fact, I was led to believe that it would be returned in full. I never stated that the house was to be sold. I said that I MAY sell the house to be closer to better medical care before I could recoup my investment. I don’t mind sacrificing a portion of my deposit to cover the company’s expenses, but not such a large amount. This is unreasonable.

Regards,
Complaint ID: 18488958

Business Response
Date: 12/27/2022
We are in receipt of your response, and will work with billing to calculate and fund your cancellation.
Initial Complaint
Date:11/14/2022
Type:Billing 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.
On June 5 2022 I signed an agreement for solar installation which should have been completed on July 29 and paid initial $5,500. Two weeks after completion date they showed up and did couple hours work, after about two more weeks same thing and another $5,500 paid, totaling $11,000. After this I kept getting excuse after excuse why they could not show up on scheduled dates. Each time it would take several calls and texts to owner and office before to get a response. They kept making a promises to show up but did Not. Now 2,5 months pass I keep calling and calling and they finally show up and according to them finished electrical work. And again new dates for panel installation and new sets of no show. The owner kept lying and saying that they will show up today , tomorrow but now it is 3,5 months delayed and the owner does not respond anymore and the office answers the phone only when I call from random numbers but does not give any solid answer, They just say we can take a message and call you back which never happens. Please advise what can be done to solve this situation.
Business Response
Date: 11/17/2022
This account has an unsatisfied invoice of $7,699.83 since late October. Satisfactory payment arrangements were made on November 15th, 2022 and the project has been scheduled for final wrap up. We expect utility certification on or about December 9th, 2022. We will update the file accordingly.
Customer Answer
Date: 11/21/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Regarding to the payment the check is ready to be picked up at the day of installation. I was able to get hold of the owner last week and he promised it will get done last Thursday or this Monday but both days no show even though it was perfect weather so there was no reason to not come. I left several messages today but didn’t got any respond. They keep giving new appointments and not showing up, I do still need BBB to help to get them to finish the job that was supposed to be done 4 months ago.

Regards,
Complaint ID: 18403241

Business Response
Date: 12/11/2022
The project was approved through billing back onto our installation schedule November 29th, 2022. We will update with completion certificates once onto the grid approval is received.
Initial Complaint
Date:11/11/2022
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.
Star enrg giving false promises since last few months to finish the solar project which I signed up in March'22. Many of my friends told me to get the money back as they are not satisfied with the service and product.
Business Response
Date: 11/17/2022
This project has an open balance due for phase of $4,417.59, and about 8 hours left of onsite work. Payment arrangements have been made and the project will move through the last phase to completion in the next two weeks with certification.
Initial Complaint
Date:11/11/2022
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.
Contract for providing and installing a residential solar energy system signed in Feb’22 with an estimated project completion in May’22. As of the filing of this complaint the system is only partially installed (conduit, wiring and with the wrong inverter installed) and the company continues to delay completion. All project stage payments have been made by me but I have lost count of the number of times they have given me dates for the next crew appointment only to cancel and reschedule, using every excuse you can imagine ranging from weather, through crew sickness/availability to priority being given to their business customers.
Business Response
Date: 11/17/2022
This installation includes very difficult to procure inverter system. The inverter system was received and completed on November 16th, 2022, with expected grid certification of December 6th, 2022. We will update his file as we receive the certificates.
Customer Answer
Date: 12/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.
Thank you for your initial dealings with StarEnrg on my behalf. I was rather slow in reacting to the response provided by StarEnrg, and if possible, would like the complaint to be re-opened, and to remain open at least until the contracted system is installed and fully commissioned.While their rather brief response may be accurate in parts it was rather disingenuous. They appear to be blaming a "difficult to procure inverter system" for the installation delays, and to be frank I don't accept this reason. Quite apart from the fact that they have had several months since I signed the contract and made various stage payments to source the inverter, when I looked this morning at online suppliers for the exact model of inverter, I could see at least one supplier that claimed to be able to deliver within a week. Moreover, the inverter they installed on 16th November (the only accurate part of their response) was a replacement for an incorrect inverter model that they had installed on 6th September (nearly three months ago).The other part of their brief response suggested they expect the system to be complete and grid certified by 6th December. As I write this email, I am still waiting for their panel crew to come and install the solar panels. As on many previous occasions they have promised dates for the crew to come that have never been honored. Sometimes they call on the day to let me know the crew cannot come for any number of reasons, or sometimes I will call a day or two in advance to re-confirm an appointment only to be told they cannot come. This week for example I have been given two dates for the panel crew to come but am now told they may come next week, so the chances of the system being grid-certified by 6th of December are minimal. This has become an all too familiar pattern of behavior with StarEnrg.Through informal texts that I have exchanged with one of their project managers I suspect that there are other reasons for delays I have been experiencing, and reasons that they understandably may not want to appear in a public BBB case history. One factor may be that they have insufficient staff for the contracts they have in place. Given the current post-COVID situation there may be some truth to this. Nevertheless, I think the overriding reason is that they give priority to work for business contracts over residential ones and they barely have the capacity to handle their business contracts. I wish they could be more honest with residential customers like myself.Anyway, thank you in advance for re-opening the complaint. Please feel free to including this email in the history of the case.Your sincerely,

Regards,
Complaint ID: 18390933

Business Response
Date: 12/11/2022
We have tried to keep this client in the installation loop to our best ability, and will continue to do so. I will update the file with his completion certificate once utility certification is received.
Initial Complaint
Date:11/07/2022
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.
March 29, 2022 - signed initial contract for solar system with Star ENRG.
March 29, 2022 - paid Star $2884.00 (initial payment).
May 13, 2022 - anchors for panels installed.
September 28,2022 - panel rails installed.

Multiple emails and phone calls requesting job be completed. Lots of excuses by Star. Lots of unanswered email and unreturned phone calls to ***** ******. As of today, November 07, 2022 it has not been completed.
Business Response
Date: 11/17/2022
We are in receipt of this complaint and the installation fell out of our systems in late May. It has been scheduled without the 25% pricing changes to date, and placed onto our installation schedule. Its expected certification date is 12/09/2022. We will update the file with the completion.
Customer Answer
Date: 02/23/2023
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

I filed a complaint (case # 18368045) about Star Enrg 5700 Kirkwood Hwy. Wilm, DE 19808. The contractor replied to BBB and I rejected their reply. The job is still not completed. Now what?

Regards,
Complaint ID: 18368045

Business Response
Date: 03/14/2023
This system is still open with a contract deposit, and successful final payment arrangements made and completion by 03/28/2023.
Initial Complaint
Date:11/03/2022
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.
Most consumers expect businesses to either complete work as contracted or if unable to do so, refund deposits made in good faith. After waiting many months for work not completed, multiple notifications have been made to Star Enrg by email, certified mail, in person at the office and phone requesting a refund of our cash deposits. We are fully aware of supply chain impacts across several industries, especially around the LG RESU batteries which were recalled in 2020. However the RESU 16H equipment in question is available and stocked online for purchase, so the stock issue really doesn't hold water. (example:https://ressupply.com/batteries-and-enclosures/lg-energy-solution-resu16h-prime-hv-battery), We hoped for an agreeable resolution, perhaps an offer of alternate equipment choices or a smaller battery to finish the job- but to date no attempt of any kind to resolve this matter has been initiated. A total of 8 phone calls and 3 emails were made attempting to get the consumption monitoring system equipment installed which has always been readily available.

Considering ongoing delays for installation of our requested battery system and energy consumption monitoring system which was never installed as contracted we have requested a refund of our deposits for non-installed items.

$1,199 Energy Consumption Monitoring System never installed as shown on original contract

$3,980.00 down payment Check # 2374 WSFS Bank as deposit for LG Resu 16 Prime battery installation that was never completed as shown on battery contract.

Additionally a $500 missing referral stipend and $236.23 of excess electrical costs for an entire string of non-functional solar panels since 06/11/2022.

Total $5,915.23
Business Response
Date: 11/29/2022
We experienced significant delays in receiving components from the manufacturer. To expedite the repair, the manufacturer had to send a partial inverter for one of the replacements. The repairs were completed and refunds were issued, pending payments from the manufacturers. The site is up and running at full capacity.
Customer Answer
Date: 11/29/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.

**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

Regards,

Our deposit of $3,980 (contract attached) has NOT been received. Therefore the refund is NOT complete.

Complaint ID: 18352807

Business Response
Date: 12/07/2022
All other checks were received except the refund, none of the paid checks are showing as deposited. The check will be reissued and the file will be updated once signature for receipt is received.
Initial Complaint
Date:11/02/2022
Type:Billing 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 on 6/28/22, we agreed with Star Enrg project co-ordinator ***** ******, for a solar system installation originally to start install on 8/24/22 but cancelled and rescheduled for 9/12/22 than postponed to 9/13/22. Per proposal we have made 3 payments totaling $21680.72. It was to take a total of 2.5 to 3 days with panel ready completed on 9/15/22 and totally done on 9/16/22 per most recent plan. We have endured at least 12 separate install cancellations, have over 40 emails and dozens of phone calls, countless inconveniences hardships, personal scheduling changes, property destruction and as of today 11/2/22 have not one panel put on our roof. Their communication has been horrible and each cancellation has had a new excuse attached to it. In correspondence with a neighbor who contracted with the company in 3/22, we learned that he also has not been completed with identical excuses given. It is clear that this is the way they do business. My wife and I are seniors in our 70’s and feel totally taken advantage of.
Business Response
Date: 11/17/2022
We are in receipt of this complaint regarding the solar installation. Unfortunately, installation has run into a few delays with crew and material issues. Its expected certification to the grid date is December 14th, 2022. We will update the system with the certification and will remain in constant contact with this client.
Customer Answer
Date: 11/17/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.Response was more of the same delay tactics Star hasbeen using for months. Poor communication from them continues, and a promised $1108.22check for property damage they caused, has now changed to a future credit, which may never materialize. Also, since I made original complaint, they have cancelled two more scheduled panel completions. They also failed a state inspection due to unmarked electric panel , and have yet to remedythis. Lastly, we have noted similar delay complaints from othercustomers on your site, so this happens often.

Regards,
Complaint ID: 18348598
Initial Complaint
Date:10/26/2022
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.
2 Feb 2022 through 30 Mar 2022, three payments totaling $25,875.40

30 Mar payment, $13668.51, I was told solar panel installation would be complete 1st wk of Apr. I would no longer pay an electric bills.

Since April I’ve paid well over $1000 in electricity.

Same as other BBB complaints, no-show appts, mostly cnx appts

StarEnrg negligently installed incorrect garage elect box causing months delay. Rep amused he forgot enter the upgrade in their system even after I gave him a $4897.34 upgrade check. StarEnrg rep laughed when he told me, yuk, yuk!

StarEnrg used MY "paid-for" roof switches on another job causing another months long delay.
7 month delay NOT a supply chain problem, it's a competence/integrity problem.

StarEnrg rep freaked out when he received “messages full” response on my cell phone. How about email, text, wait an hour & call again. Instead I got a breathless communication something like, Oh my goodness, we called and your answering machine is FULL! Also, I gave StarEnrg three email addresses. The response? Something like, oh my, we don’t know what email address you’re using today! All my email addresses work.

First thing I do when I wake up on a scheduled installation day is check my email to see if StarEnrg has canceled my appointment at 6:30am that same morning.

One morning I jumped out of bed, sounded like someone had broken into my house. StarEnrg was walking on my roof. It would be nice if StarEnrg had told me in advance, maybe via one of my three email addresses, by text, by voice mail which I now assiduously monitor, or by calling me. So much for StarEnrg’s commitment to effective communication.

21 October 2022) email, " Our panel crew is still attending to service calls.. aren't going to be out to your property tomorrow.” Basically, says cnx, your job has no priority, & nothing you can do. Cnx 1 week ago with promise to call. Not a word.

StarEnrg staff polite; business practices inept, unorganized, insulting, abusive.
Business Response
Date: 11/17/2022
The project was changed to a battery dual back-up system in late February of 2022, the materials for this project were ordered in March of 2022 The next generation interface and optimizers arrived in October of 2022 and were installed in late October, with cooperation from Delmarva Power. The site is currently pending panel installation which is scheduled in the next 10 days. Once the site is certified we will update the file.
Customer Answer
Date: 12/02/2022
Better Business Bureau:

I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my issue. For your reference, details of the offer I reviewed appear below.
**In order for the bureau to continue to assist you, you MUST provide your view on the matter or your complaint will be closed as answered.

My complaint is not resolved.No work has done since I filed my original complaint to the BBB. The scheduled solar panel installation "within 10 days" to which StarEnrg referred in its response was canceled. Of course, StarEnrg would agree it has canceled all the many other solar panel installation appointments it has made for my project. StarEnrg was correct when it reported my project actually was changed to a dual battery back-up in February. That does not excuse StarEnrg’s negligent installation the following month (late March 2022) of the incorrect interface. Further, it does not excuse StarEnrg’s delays to my project.My complaint will be resolved when the project is complete.

Regards,
Complaint ID: 18314358

Business Response
Date: 12/11/2022
We agree and will update this file on completion, please let me know if you need anything from us to keep this file open.

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Star Enrg is NOT a BBB Accredited Business.