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Business Profile

Solar Energy Contractors

Involt Solar

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 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.

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  • Initial Complaint

    Date:01/12/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Date: first call to Involt Solar on 1/3/2024 about electric outage from Involt Solar installed solar system at the garage door. Since then daily calls with the daily promise from the phone service that someone will call us back, but no action.Please understand this correctly, the installation process and the issued work on site was done excellent, and there are no open invoices, but the customer service from ********************** after installation is very bad, and the behavior of the Director of operations is very scurrilous (so I totally understand the frustration of the homeowner that complained before about this company).To come to the point: installation of a solar system with Involt Solar is possible but since the customer service after installation is nearly non existing, this company should not be used currently for installation and service of solar systems.I still would like to have a statement from Involt Solar that they are either able to perform a service visit to my solar system in a reasonable time by one of their electricians to solve the problem, or their comment, that they do not want me as customer and that I should ask one of their competitors for service.Sincerely Dipl.Eng. *****************************, Lead Auditor for ******* Systems

    Business Response

    Date: 01/13/2024

    We are writing in response to a complaint filed by one of our customers, *****************************, regarding an electrical issue in their home.

    We understand the customer's concern stems from a short circuit in one of their outlets, which is part of a circuit backed up by batteries installed by our company on March 2023. It's important to clarify that our company's services are specifically limited to the solar equipment we install, including solar panels and related battery systems.

    Upon reviewing the customer's issue, we found that the short circuit is unrelated to the solar system or batteries we installed. Our monitoring reports, which we are attaching for reference, indicate that both the solar system and batteries are functioning flawlessly and have shown no errors or issues. These reports are the result of multiple monitoring sessions conducted over several days.

    We acknowledge the customer's frustration due to this electrical issue. However, our scope of responsibility is confined to the solar installations and equipment we have provided. Issues pertaining to general electrical services in the home, such as the one experienced by the customer, fall outside our scope or work and responsibility.

    We attempted to reach out to the customer on four separate occasions to clarify this, but our calls were directed to voicemail. We regret any misunderstanding this might have caused and wish to reiterate that our commitment to our customers is unwavering, but it is bounded by the specific nature of our services.

    In light of this, while we empathize with the customer's situation, we are unable to provide assistance for issues that are beyond the scope of our services. We recommend that the customer seeks the expertise of a qualified electrician to address their home's electrical issues.

    We hope this response provides a clear understanding of the situation and our position. Please let us know if further information is required.

    Customer Answer

    Date: 01/18/2024

     
    Complaint: 21114672
    I am rejecting this response because:
    The circuit outage came from a breaker box which belongs to the installed solar system and was added by INVOLT SOLAR as part of the solar system. This breaker box was specifically installed by INVOLT SOLAR to power 5 circuits that should take over in case of a power outage. So, not get to the basics and or finding this failure shows - besides bad customer service also ignorance and incompetence and demonstrates, that their QA-System is in bad shape.
    Sincerely,

    Dipl. **** *****************************, Lead Auditor for QA Systems

    Business Response

    Date: 01/23/2024

    In response to the complaint filed, we wish to clarify our position on the warranty and responsibilities of our solar system installations. Our warranty honors the warranties offered by each manufacturer on the components installed: solar panels, batteries, and inverters.

    While a subpanel was installed as part of the project, it's important to note that our warranty does not extend to this component or other existing electrical infrastructure.
    The issue reported, involving a tripped breaker in the subpanel caused by a short circuit, falls outside our warranty and scope of work. 

    Unfortunately, we never have, we never do and never will, offer any type of service or warranty on tripped breakers due to a short caused by a customer. 

    We advise homeowners to consult a licensed electrician for issues related to electrical panels and breakers, as these are beyond our service purview.
    We are committed to our warranty terms and uphold clear communication regarding the coverage of our installed components which are included in the contract signed by each customer. 

    Customer Answer

    Date: 01/29/2024

     
    Complaint: 21114672

    I am rejecting this response because:
    The argumentation of the contractor is not correct:

    The contract, Article1 says: contractor shall furnish all labor and materials, ******** this includes the breaker box and the breakers, up to the 5 circuits that shall be function in the case of a system power outage. A solar system added to the house without the connection to the house electrical system is not a system, just added material to the house.)

    32 mentions, that this is a grid tied solar system ******** obviously the contractor had decided, that in this case an additional breaker box with 5 breakers for the guaranteed circuit powering in case of a system outage was necessary)

    ** says: the contractor warrants the installation of the ** SYSTEM against defects in workmanship for a period of 25 years, and: in the event the customer discovers a defect within the warranty period, customer shall notify contractor in writing (which was done) and: contractor will support the customer in the process(in this case: ** SYSTEM not connected to one of the 5 guaranteed circuits).

    The complaint is not about the warranty of a tripped breaker (at the time of the request, the contractor did not know, that there was a breaker tripped), but of the refuse of the contractor to investigate the ** SYSTEM, which did not power one of the 5 circuits which should work in case of a power outage.
    This is a clear violation of ** of the agreement, and - as mentioned in my first complaint - a break down in the contractors customer service system. The outcome, that the reason for the missing power on one circuit is a tripped breaker should have been detected by the contractor according to ** and not by the user!

    As mentioned before, this contract is about a ** SYSTEM, which includes the installed breaker system, and the statement we do not guarantee or repair breakers is pointless, because 1. the contractor did not know, what the reason for the not functioning of the SYSTEM was and 2. #** guarantees, that the contractor warrants the installation of the ** SYSTEM against defects - how does he know that there is no defect, when he does not investigate? And as the facts show here, this was not a failure in the system, but just a breaker, but could have been anything else!

    This contract is written as INSTALLATION of a SYSTEM (which includes here also an additional breaker panel to feed 5 defined circuits. When these 5 circuits are not been feed in case of a power outage, the Contractor has - according to his agreement - investigate, why the SYSTEM does not work.

    if the contractor still refuses to accept this, I ask BBB to give me advise, where to get legal interpretation of this contract.


    Sincerely,

    Dipl. Eng. *****************************

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