Complaints

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

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  Solar Source

  925 Sunshine Ln Ste 1010 Altamonte Springs, FL 32714-3825

  
• 

  Solar Source

  10840 Endeavour Way Largo, FL 33777-1672

  

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:04/02/2025

  Type:Product 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 am filing this complaint regarding unresolved issues with a solar energy system installed by *********************** Enphase monitoring app connected to my solar system has been displaying an error message indicating a problem with the gateway meter measurements. The message advises me to contact my installer for assistance. I followed this recommendation and contacted Solar Source for support.Since then, Solar Source has sent technicians to my home on multiple occasions. Each time, I'm told that the issue had been resolved. However, the error message has persisted continuously, indicating that the underlying problem has not been successfully ************ addition to the failed repair attempts, I am now experiencing a breakdown in communication. I contacted Solar Source on March 27, 2025, and was told a representative would return my call that day. No one called me. I followed up again on April 1, 2025, was again told someone would call me right back, and once again received no **************** this point, I am extremely frustrated. Despite multiple visits and follow-up calls, the system issue remains unresolved, and I am not receiving timely or reliable customer service. I invested in this system with the expectation of professional installation, effective system monitoring, and responsive serviceall of which have fallen short in this experience.Desired Resolution:I am requesting the following:1. Prompt and permanent resolution of the gateway meter measurement error.2. Confirmation that the monitoring system is fully operational and accurately reporting system performance.3. Improved customer service responsiveness, including timely follow-up communication.If the system cannot be made to function properly, I am open to discussing compensation or a refund for the malfunctioning portion of the system.

  Customer Answer

  Date: 04/17/2025

  I have heard from the business, Solar Source, and they have satisfied my concern. Thank you.

  
  

• Initial Complaint

  Date:09/20/2024

  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.

  Contacted Solar Source after my original solar installer went out of business shortly after my SolarEdge inverter stopped powering on.I heard numerous radio commercials on ********** ***** about Solar Source, how they were in business for 40 years, etc. I contacted them and they confirmed that they service SolarEdge, but they would have to come out and do a site inspection since I wasn't an existing customer. They told me it was going to be $499 for a site inspection and transfer. I made it clear when I scheduled that my inverter was not working. I also mentioned that I needed a quote from them to remove and reinstall the system as part of a reroof. They sent me that quote right away. Their tech, ****** came out and took a quick look at my system, took voltage readings on the inverter and the ** disconnect switch. I sent him some screenshots I had from the monitoring platform and photos from when the system was installed. A few days later I spoke with ****, who stated he was a project manager. He mentioned about how I would have to pay for an electrical panel upgrade, he was concerned about a generator inlet with a manual disconnect switch and when I mentioned about how I was getting my roof replaced, he tried to sell me on getting them to do my roof. I stated I needed my inverter replaced since it was not working and he was going to get in touch with another employee and would get back to me in a couple of days. I never heard back from anyone at Solar Source since. That was July 17, 2024.I placed multiple phone calls to Solar Source leaving very detailed messages with the person that answered the phone trying to get someone to contact me back. They even told me they'd mark them as 'urgent'. Solar Source never contacted me back, even after leaving multiple messages. I was charged a $499 for inspection and site transfer. They never took possession of the site to help me get my inverter RMA'd. Use this company with caution.

  Business Response

  Date: 09/24/2024

  We apologize for your experience with our company, and will reach out to you immediately to get this resolved.

• Initial Complaint

  Date:01/15/2024

  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.

  Solar Source invoiced for services not rendered.Company Name: Solar Source Service Date 12/4/2023 Invoice Number: 104767-2 Solar Source service technician (the owner's son) spent less than 20 minutes on my property for a return call. I am being charged for 60 minutes.Solar Source charges for time, if their technician spends beyond 30 minutes on your property for on a return call.I have been charged by Solar Source for services not rendered on 12/14/2023. The service technician (the owner's son) was on my property for less than 20 minutes; however, Solar Source has sent me a bill for $80 charging me for 60 minutes on 12/14/23. The service technician (the owner's son) was at our property on a second service call to repair a gasket leak that the first technician missed 6 days prior. I saw the service technician (the owner's son) walking on and pulling on the solar tubes. While doing so, he stated that he found another leak, and that it would cost $5 more to plug it plus $7 for the gasket. I took pictures and a video. He said there is another leak at the top and I told him not to fix it. He wanted to inspect the entire system and I said no. I told him there is no need because the entire system was already inspected by Solar Source 6 days prior on 12/8/23, and I have already paid the 12/8/23 bill in full, and do not want to incur any more charges for time spent on inspection. I need to keep this visit to less than 30 minutes. He climbed down from the roof to his truck and gave me the bill for $12.17. I paid that **** in cash, and he gave me a receipt. The $12.17 bill was for parts only. Solar Source charges for time, if their technician spends beyond 30 minutes on your property for a return call.

  Business Response

  Date: 01/30/2024

  We apologize for the billing error, and have issued a refund. Thank you for your business!

• Initial Complaint

  Date:10/30/2023

  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.

  I received a quote from this company to have my solar panels taken down and put back up after a roof was installed. The quote was for 1631. As we shopped for roofers, one of them said they could take the panels down. I then called Solar Source to ask if the roofers took the panels down if it would be cheaper to just have them reinstalled. I spoke with the same lady that sent me the original quote for 1631 and she told me that I could just cut the proposal in half. I made a very costly decision based on that information. We had a verbal contract to have the panels reinstalled for half of 1631. After the roof was completed, I called to schedule the reinstall and was sent a quote for almost 1200. I explained the situation to a gentleman named Ryan who recommended I speak with a manager. I left multiple messages and emails for a manager named Dan. After a couple weeks he eventually called me just to say that not only would they not honor the verbal contract, but he also believes the 1200 quote was too low and we should be charged the full 1631. The only other option he provided was an offer to send a salesman to our home to quote a brand new system. Solar Source should honor their verbal contract and reinstall the panels at the original quote of half of 1631.

  Business Response

  Date: 12/06/2023

  We are not aware of any "verbal contract" with an unnamed "lady" as referenced by the customer. It's possible that the customer communicated with our after-hours answering service, however there is no record of that, either. Our team members that the customer did mention by name communicated our pricing and policies in detail and in writing. All written communication with this customer reflected the full price. As a 39 year old company providing contracting services to consumers, we communicate all costs through clear written prices that are emailed to each client for their specific project, so that there are no misunderstandings or the need to try to recall a phone conversation. 

  In an effort to explain to the broader BBB audience that may be reading this, when an unrelated roofing company removes one of our solar systems from a customer's roof several things occur:

  1. Components of the solar system are often lost, damaged or destroyed. Many of these are site-specific and are custom-fitted to that particular installation (wire lengths, pipe lengths, mounting hardware, etc). This costs the homeowner hundreds or thousands of dollars to replace, which we prefer to avoid. 

  2. The roofer is not licensed or trained to perform work on a solar energy system. Depending upon the type of system, electricity and/or plumbing is involved. This can create extremely dangerous situations for both the workers and the homeowner. If an accident or injury occurs, the roofing company's insurance will not cover the claim because they were performing work that's outside of their licensed "scope". This puts the homeowner and their property at a significant legal risk.

  3. Multiple warranties are instantly voided on the solar equipment. When an unapproved, non-solar contractor dismantles and removes a solar system that's under warranty it provides all of the various solar component manufacturers with an easy out to deny any future warranty claims from that homeowner.

  It is because of these reasons and thousands of transactions with solar homeowners that we have developed our policies to protect our customers from the temptation of hiring unlicensed and unqualified workers to perform specialized solar contracting work while getting their roof replaced. The fact that we charge the full price of removal as well as reinstallation, even if the removal portion of the project was performed by an unrelated roofing company is a failsafe measure to disincentivize our customer from making a potentially costly decision. This is a policy we have maintained for decades.

  Any time one of our 60,000+ customers has a negative experience with our company, we take it very seriously. We will make sure to address this complaint with our team to see if there are any ways to better communicate this policy in the future.

  Business Response

  Date: 12/07/2023

  We apologize for any miscommunication
  or misunderstanding you may have had during the phone call you reference. While
  we do discuss many different price ranges and potential work scopes with
  customers, we rely upon our standard written estimates that we email to
  customers for their approval so that this very situation is avoided.

  We have had the same
  pricing policy for over 20 years, with regard to the removal and reinstallation
  of solar panels during a roofing project. It’s impossible to quote work over
  the phone if a roofing company has removed our solar system – we don’t know
  which parts are still usable, missing, destroyed, etc.

  As you’ve said, you’ve
  done business with our company before without issue. In an effort to resolve this matter, we’re willing to discount the
  remaining work by $250.

  *Please bear in mind that
  we still do not know how many of your system components can be reused and how
  many have been damaged. It’s possible that there will be additional charges
  once this is determined. We often see things ranging from panels that have been
  cut in half during removal, to all of the installation and connection hardware
  being disposed of by the roofers. 

  Customer Answer

  Date: 12/08/2023

  
  
  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:06/14/2023

  Type:Customer Service 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.

  Around 8 years ago I purchased 24 solar panels, 24/optimizers and an inverter. The person who it to me was Nick a********. That solar company was bought out by superior solar and then solar source. Both panels and optimizers had a 25 year warranty. The complete electrical array was purchased for $24,000.
  In May 2023 I contracted solar source to take down my solar panels and reinstall them once the roof was re-roofed.
  One of their technicians noticed that one of the panels under warranty presented a hazard if reinstall and recommended a replacement.
  On 19 May 2023 I spoke to the first individual at Solar technical support to reinstall my solar array. She was going to get back to me. The next week I spoke to Ryan and told him I needed the array reinstalled and he was going to get back to me. No return calls by either.
  The next week I spoke to Shawn and he said he would get back to me and understood he had to replace a panel and reinstall the solar array. No call back was received
  I have attempted three times to speak to someone and was told each time I would receive a call back to no avail. I need my solar array reinstall and functioning to include my solar hot water panel.

  Business Response

  Date: 06/14/2023

  This review is from the customer of a company called ********* Solar, which has been out of business since 2017. Some employees from that company were subsequently hired by another company called Superior Solar, and then in 2018 Superior Solar's assets were purchased by our company - Solar Source. We have purchased the assets of numerous solar providers that have gone out of business, and when we do that we attempt to assist their former customers with various manufacturer's warranty claims when they arise. 

  Unfortunately, this particular customer's solar panels were manufactured by a company called SolarWorld which has been out of business for several years. This, combined with the fact that solar panel sizes and wattages evolve over time means that it's very difficult to source a replacement panel, and often takes more time than one would assume is reasonable. While the customer has called us multiple times to inquire about the status of a replacement panel, our answer continues to be the same - we are searching for an OEM panel (hard to find, but not impossible) from multiple suppliers across the country. Additionally, the customer requested an estimate to add panels to his system upon reinstallation. He ultimately rejected that quote citing the price as "horse manure". 

  Our team will reach out to the customer today to reiterate the process for finding a replacement for his broken panel, and we will schedule the reinstallation of his equipment. 

  Our company has been in continuous operation since 1984, and our service team has assisted thousands of customers whose original solar provider has gone out of business or has stopped responding to them. As with all customers in this situation, we sympathize and understand their frustration, and will continue to work on solving this issue as quickly as possible. 

  Customer Answer

  Date: 06/14/2023

  
  
  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:01/30/2023

  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.

  This company is not making an effort to honor warranties from the company they purchased or previously did business under called ******** *****. I started noticing a brown spot in my ceiling near the end of 2022. Solar Source came out and reviewed the issue and noticed issues with the solar panels no longer being attached to the roof correctly. After going into the attic and taking pictures of water damage from the leaks that had clearly been happening for a long time, and telling me that someone would be in contact with me about having the issue reviewed for warranty coverage, I heard nothing back from anyone. I've called multiple times and spoke to the person's manager, who said he would be in touch with the warranty department and get back to me, and he has yet to call me back. The person I spoke with also said his reports showed that the solar panels were in good shape, though his employee told me the panels would have to be completely taken off and new panels put on because of poor workmanship and use of materials that should not have been used. It appears the only way to get these people to show some customer service is to get a lawyer involved.

  Business Response

  Date: 03/06/2023

  We are looking into this claim and will reach out to the customer with a resolution immediately. 

  Customer Answer

  Date: 03/06/2023

  
  
  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. They have already contacted me and began completing the work.
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:12/20/2022

  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.

  In February 2020 I contracted with Superior Solar for the purchase and installation of solar panels on my residence. During the discussion with the salesman Nick A******** I asked about water leaks caused by the installation process. He proceeded to show me their statements of policies, terms and conditions to the contract which clearly states there is a 10 year warranty from the licensed roofing contractor who installed the system.
  We had not had a water intrusion issue to that point in time Installation proceeded without issue and the unit was certified for operation in April 2020. During the recent tropical storms we noticed water stains in our bedroom directly under portions of the panels. Their inhouse roofing company came out and quoted the repair at over $12,000. After informing me they could not assure me the repair would be covered by the warranty I contacted an outside roofing company who have surveyed the roof area in question and quoted a repair cost of roughly $5800. I have attempted numerous times to contact a Mr Shawn W****** at SolarSource who bought out Superior Solar and is doing business under their license. Mr W****** does not seem interested in resolving this issue and has not answered numerous emails or phone calls. I dont care who does the repair but upon scanning your website for this company a failure to provide remedy for roof leaks appears several times. I would like them to contact me in good faith and repair the damage which I feel was caused during the installation.

  Customer Answer

  Date: 01/04/2023

  Since this case was opened communication with the business has greatly improved. I have had a good rapport with SolarSource over the last several weeks and we are now on schedule to accomplish the work. Please close this case with my sincere gratitude.

• Initial Complaint

  Date:10/06/2022

  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.

  Company installed solar on 08/08/22 and completing 08/12/22, two weeks or so after heavy rain came through and I noticed a stain on my ceiling, they came out promptly to check my roof on 09/08/22 and found that two nails were removed causing the leak, they fixed the same day and stated that someone would be by in a few days to replace the dry wall. After asking multiple times between 3 different people my drywall still has not been repaired and the final answer when I asked how long is it going to be before someone takes care of it, their response was only "We'll keep you posted" it is now 10/06/22 and nothing has been done.
  

  Business Response

  Date: 11/08/2022

  Business Response /* (1000, 5, 2022/10/12) */
  We are in receipt of this complaint, and will follow through to its resolution. We've had a challenge in scheduling a certified drywall contractor to complete this work, but the repair is now in process.

• Initial Complaint

  Date:08/05/2022

  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 pool heating system from Superior Solar on 8/28/17. Solar Source later acquired this company and is honoring their warranties, including mine which is still in force and specifically covers roof penetration from rainwater.
  
  On 3/29/22 I called Solar Source to report that rainwater was penetrating through my roof near the solar panels. On 4/2/22 one of their employees went into my attic, took pictures, and told me he saw a lot of water damage. Throughout April and much of May I made numerous calls to follow up on what Solar Source would do to fix the damage. While they were dragging their feet my roof was still getting rained on so I bought a tarp and covered the entire solar system myself.
  
  On 6/1/22 their employee emailed me: "With the age of your roof being around 18 years old, the shingles are too brittle to do a repair, so a new roof is all we would be comfortable with doing." He quoted me $29,000 or so to reroof the house. To be clear though, no one from Solar Source has ever denied responsibility for the leak. And nowhere in my warranty does it say that repairs will not be done if the roof is old.
  
  The tarp that I placed on the roof in May lasted until early August, at which point it had been destroyed by the elements. On 8/4/22 I removed the tarp and the nails affixing it, covered the nail holes in the roof with tar, and additionally added tar to most areas where the solar system is screwed down into the roof. Upon close inspection I noted a few areas where screws were popping out of the roof and thus rainwater could enter.
  
  I am asking for the following: (i) an apology; (ii) all pictures taken and a copy of any reports or notes made by their employee as relates to his 4/2/22 inspection of my attic; (iii) a payment of $470.78, which will reimburse me $110.78 for direct expenses and $360 for my time; (iv) a promise to reimburse me for any wood that needs to be replaced due to water damage when I next reroof my house.
  

  Business Response

  Date: 09/01/2022

  Business Response /* (1000, 5, 2022/08/10) */
  We have researched this customer's claim and will contact them immediately to resolve it. This was poor communication on our part.
  
  
  Consumer Response /* (2000, 7, 2022/08/19) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The company has agreed to do the required repairs and have set a date in the near future for this to happen. Assuming they fix the damage I will be satisfied with their response.