Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:08/13/2024

  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 submitted a complaint today (shown below) that has been resolved by the company.  The technician that provided me the information that the batteries production was 3.7kWH vs. the 10kWH provided. I have been provided documentation that that information was inaccurate.  I was provided incorrect information by the technitian.

  ls I have with the company, the narrative and the price are all specific to 30kWH of storage, as the primary goal was back up power to Grid outages, which are frequent in my area. The battery part number however does not match the agreed output requirements or the stated output in the contract. What was installed is significantly less in terms of power storage (1/3rd) the capacity. The battery capacity is so low that I cannot run the system in self-consumption mode, the most beneficial to me, in fears of a grid outage that could completely deplete the battery storage system.I've had numerous issues trying to manage my battery usage during storms and periods with no available Grid power. So much so that I've contracted to have a stand-by generator installed - at significant cost. This would never have been necessary had the 30kWH storage been installed.My preference is to have the proper battery (30kWH total) installed, but at a minimum, a refund of my overpayment.

• Initial Complaint

  Date:07/25/2023

  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.

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  1.Installation Warranty Issue:
  a. On June 21, 2023, *** ********
  promised us (my daughter and I) that he would send a team to remeasure the
  solar system needed for the house. *** ******** never honored his promise.
  COMPANY’s RESPONSE: We recognize ***
  *********'s concerns about ensuring that his solar system is appropriately
  sized for his energy requirements. The solar system is currently meeting the
  production estimates we presented at the project's inception. According to his
  recent electric bills, the solar system is producing more energy than he
  currently requires, resulting in a production credit. It's crucial to evaluate
  how this credit aligns with his fall/winter consumption before recommending
  additional panels. We would not want to inadvertently overcharge him.
  

  Customer’s Response:
  As I stated in my complaint,
  starting on 5/31/2023, I followed *** ********’s instructions and let
  everything run normally. The latest electric bills did not include the normal
  usage of running the A/C unit and charging the ***** *** at home (as documented
  in our recorded Zoom call starting at 20:20). The June 2023 bill, which ran
  from 5/11/2023 to 6/09/2023 (partially including our normal energy usage
  started on May 31, 2023), had an artificial credit of 902 KWH. And, in the July
  2023 bill, which ran from 6/10/2023 to 7/12/2023 (including our normal energy
  usage for the period), the artificial credit decreased by 477 KWH to 425 KWH.
  This negates the company’s statement, “According to his recent electric bills,
  the solar system is producing more energy than he currently requires, resulting
  in a production credit.”  The Enphase’s
  Lifetime report shows a net imported position of 736.6 KWH; see attached
  (report as of August 4, 2023). In addition, my family and I went on vacation
  for a week, starting July 29, 2023 (support is available upon request). We only
  left the A/C unit to run normally. Per the Enphase’s daily reports for that
  period, which do not include our normal energy usage of washer and dryer,
  dishwasher machine, coffee machine, charging the ***** ***, etc.:
  July 29, 2023 – Net Imported of 3.7 KWH
  July 30, 2023 – Net Exported of 8.8 KWH
  July 31, 2023 – Net Imported of 0.1 KWH
  August 1, 2023 – Net Exported of 2.9 KWH
  August 2, 2023 – Net Exported of 8.0 KWH
  August 3, 2023 – Net Exported of 9.0 KWH
  Further, the Enphase’
  report (see attached Excel file: Enphase Report from 7.13.2023 to 8.3.2023) for
  the period from 7/13/2023 to 8/3/2023 shows a net imported position of 288.40.
  The July 2023 bill and the
  Enphase’s Lifetime and daily reports support the conclusion that the company
  did not appropriately size the solar system for our energy requirements.  
  I noticed the company used
  a different last name to address me. This is a signal that the company does not
  pay attention to details and has a failing quality assurance system.
  To remedy this, I would like ***
  ******** to send his team to remeasure the needs of the house under the
  installation warranty. If he denies that request, *** ******** will need to
  refund our installation fees. Alternatively, I will need to bring another solar
  company to perform the engineering process and submit their fees to ***
  ******** for reimbursement.
  COMPANY’s RESPONSE: Following our
  in-person meeting at *** *********'s residence and a subsequent Zoom call
  (transcript attached), we mutually agreed to revisit his consumption at year's
  end (as it is not feasible at this time). Given that his household may have
  higher energy consumption in winter, it would be prudent for *** ********* to
  monitor the winter consumption before purchasing additional panels. At this
  juncture, there's no immediate requirement for a remeasurement. 
  Per our recoded Zoom call:
  "**** *******:
  Regardless. Let's check in before the years end. We'll we will find a reference
  point and we can approximate from there.
  ****** ********
  That sounds great, ****. All right."
  

  Customer’s Response:
  The company stated in its
  response: “Following our in-person meeting at *** *********'s residence and a
  subsequent Zoom call (transcript attached)….” Per records, the in-person
  meeting was held on June 21, 2023, and the Zoom call was held on June 6, 2023. This
  is an additional signal that the company does not pay attention to details and
  has a failing quality assurance system.
  Although *** ******** and I
  agreed to revisit our consumption at year's end in the Zoom meeting (on June 6,
  2023), in the in-person meeting (on June 21, 2023), *** ********, after seeing
  the house and learning more about it, informed us (my daughter and I) that he
  would be sending a team to remeasure the energy calculations performed and
  completed by *** ******. It is apparent that *** ******** keeps changing his
  statements and promises.
  *** ******** did not send his
  team to remeasure the needs of the house, as he promised.  
  
  b.PPM never provided me with the
  serial numbers of the solar panels. I request the serial number of each solar
  panel installed.
  COMPANY’s RESPONSE: While we don't
  have the serial numbers stored in our database, they are readily accessible on
  the solar panels themselves. If *** ********* wishes, we can dispatch a
  technician to record all serial numbers for him. However, since he already
  possesses the panels and their corresponding serial numbers, this seems
  redundant. In an unlikely event if there is a warranty claim, the solar panel
  gets removed and the serial number is provided to the manufacturer for Return
  Merchandise Authorization (RMA).
  

  Customer’s Response:
  According to the company’s
  response, not having the serial numbers of the solar panels in its records is
  another piece of evidence that the company does not have good internal controls
  and quality assurance systems.
  I would like the company to
  send a technician to record all the serial numbers for the solar panels and
  email the numbers to me.
  
  2.Breach of Contract Issue: ***
  *******’ and *** ********’s false promises about the solar panels and *****
  batteries are considered breaches of contract. Neither system functioned as
  promised when they presented the products.
  COMPANY’s RESPONSE: I apologize for
  any confusion, but I need clarity on this matter. The ***** Powerwall is a
  standard household product with publicly available specifications. As of now,
  both the solar panels and the Powerwalls are performing optimally, as evidenced
  by the attached zero-dollar electric bills. It's unclear where the perceived
  breach lies.
  

  Customer’s Response:
  The zero-dollar electric
  bills do not support anything as they, as I stated in my initial complaint,
  included artificial credits by using the power saving strategy that I came up
  with, which is shutting down the AC unit and charging the ***** *** outside the
  house (as documented in our recorded Zoom call starting at 20:20) and
  recommended and approved by *** ****** in 2022. The solar panels are not
  performing optimally, as evidenced by my explanation above. I was very specific
  in my request regarding our normal usage pattern. I cannot live in the house
  without AC.
  As I was desperate to move
  away from the power-saving mode, I asked *** ******* if the batteries' solution
  would help with this. Per his presentations, the ***** batteries would store
  the energy, and the system would balance the distribution of energy to the
  different units. This would result in a balance between the net imported and
  exported credits, and I would stop the power-saving strategy (turning off the
  AC, charging the ***** *** outside the house, etc.). His statements were
  confirmed by *** ******** in our call on May 31, 2023. After using the *****
  batteries, I did not see the products performing as described by *** *******
  and confirmed by *** ********. It did not solve the issue.    

  
  3.***** Batteries Issue:
  a.I request a copy of the invoice for
  the ***** batteries, and no information on the invoice(s) should be redacted.
  COMPANY’s RESPONSE: Attached is the
  shipping notification detailing the dispatch of *** *********'s Powerwalls,
  which occurred shortly before installation. While we don't possess a formal
  invoice, *** ********* can directly speak with ***** for further information
  about the Powerwalls.
  

  Customer’s Response:
  The shipping notification
  does not include the serial numbers of the Powerwalls. I am uncertain if the
  shipping notification provided by the company relates to my products. The
  company did not get the Powerwalls for free from ***** or another vendor. It
  must have received a bill to pay for them. 
  I would like the company to
  send me a copy of a document that includes details about the Powerwalls,
  including the serial numbers.
  
  b.I request a refund of $300.00 that
  was paid as tips to the PPM staff.
  COMPANY’s RESPONSE: I was previously
  unaware of this gesture, and I'm grateful that *** ********* was pleased with
  our team's work. It's unusual to retract such generosity, but under these
  circumstances, I commit to processing the refund..
  

  Customer’s Response:
  I paid the $300.00, not
  because I was pleased with the company’s work. The company placed a significant
  hardship on me to install the batteries during the period from January 31,
  2023, to May 30, 2023 (as documented in my emails with the company during that
  period). On the installation date, the company’s team faced difficulties
  connecting the internet to the batteries. I paid the $300 as a tip as an
  expression of appreciation for their hard work as they were able to make the
  connection, and I would rather not deal with losing the power for another day
  while working. My request to be refunded was made only after closely observing
  the installation process of the Sense System. I began to doubt if the
  installation of the ***** batteries was done correctly as well.
  I would like the company to
  mail me a check in the amount of $300.00 to my residence.
  
  4.Zoom meeting Issue:
  COMPANY’s RESPONSE: Yes, it was
  emailed and shared with *** ********* via ****** *****
  

  Customer’s Response:
  Resolved.
  

  5.Sense Monitor Issue: After using the Sense Monitor System, I did not
  see the value of using it as described and presented by *** ********. I would
  like to cancel the order and request a refund of $500.00, the price of the
  device.
  COMPANY’s RESPONSE: We understand *** *********'s concerns. If he wants
  the Sense device removed and seeks a refund, we're prepared to accommodate.
  However, I genuinely believe the Sense device could play a pivotal role in
  capturing and analyzing any unusual winter energy consumption patterns.
  

  Customer’s Response:
  I am willing to continue
  with the Sense Monitor system if the company keeps its promises and is willing
  to remeasure the solar panels needed for our regular energy needs. See below
  for terms and conditions. 
  If the company denies
  working with me on the terms and conditions below, I would like the company to
  remove the Sense System and issue a check in the amount of $500.00 for a
  refund. 
  
  Additional Notes:
  We appreciate *** ********* for going
  solar with PPM. His solar system is performing excellently. 
  We have repeatedly tried to convey above information in person, by phone,
  email, and zoom, but were unsuccessful. 
  Our contract was for a particular size
  installation, and we have completed and commissioned the contracted
  installation.
  As per our agreement reflected on
  attached Zoom transcript, as a courtesy, we will provide feedback on annual
  energy profile once/IF analysis is possible (aka having detailed energy
  consumption data, such as Sense). It is important to note, that solar systems
  have predetermined energy production capacity, and changes in energy use will
  shift the net balance. 
  see attached
  

  Customer’s Response:
  Per the above (based on the information provided to the
  company in 2022 and 2023), it is apparent that the company did not correctly
  size the solar panels to our needs. The company has consistently failed to keep
  its promises made in the contracts (solar panels and battery contracts).
  
  To smooth everything out, I am willing to work with the
  company if it agrees to the following items:
  1. Although I am completely convinced that the solar panels were not correctly sized for our regular energy needs, I am willing to delay the remeasurement of the house until a later date, taking into consideration the following:
  a. The remeasurement of the solar panels will not be performed after December 15, 2023.
  b. The company will accept the risk of any energy payments I may incur between May 31, 2023, and December 15, 2023.
  c. If the company performs the remeasurement process, it should provide me with a copy of its analysis. The analysis should explain its findings compared to the old measurement report.
  d. If the company fails to perform the remeasurement process by December 15, 2023, I will have the right to hire another solar panel company to perform the remeasurement of the solar panels, and the company will be obligated to reimburse me for any fees I may incur.
  2. I am not responsible for any remeasurement expenses for the company as this process relates to the warranty of the solar panel contract.
  3. If the company finds that our energy needs will require additional solar panels to be installed (which I strongly believe is the case), the company will install the new panels at the price of the original contract. This price will be based on the number of solar panels initially installed and the total price of the contract.
  4. If the company fails to perform the remeasurement process (see 1.d above) and the other company finds additional solar panels will be required to be installed, the company will be obligated to reimburse me for the difference in prices of the solar panels (market value vs. initial contract price). In addition, it will be responsible for any installation fees I may incur.

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  em functioned as promised when they presented the products.
  
  3. ***** Batteries Issue: a.I request a copy of the invoice for the ***** batteries, and no information on the invoice(s) should be redacted.
  b. I request a refund of $300.00 that was paid as tips to the PPM staff.
  
  4. Zoom meeting Issue: I request a copy of the recorded Zoom meeting with *** ********.
  
  5. Sense Monitor Issue: After using the Sense Monitor System, I did not see the value of using it as described and presented by *** ********. I would like to cancel the order and request a refund of $500.00, the price of the device.

  Business Response

  Date: 07/28/2023

  Customer’s Statement of the Problem:
  This is a case of false promises, misrepresentation of products, deception, and installation warranty issues.

  1.Installation Warranty Issue:

  a. On June 21, 2023, *** ******** promised us (my daughter and I) that he would send a team to remeasure the solar system needed for the house. *** ******** never honored his promise.

  RESPONSE: We recognize *** **********s concerns about ensuring that his solar system is appropriately sized for his energy requirements. The solar system is currently meeting the production estimates we presented at the project's inception. According to his recent electric bills, the solar system is producing more energy than he currently requires, resulting in a production credit. It's crucial to evaluate how this credit aligns with his fall/winter consumption before recommending additional panels. We would not want to inadvertently overcharge him.
  
  

   

  To remedy this, I would like *** ******** to send his team to remeasure the needs of the house under the installation warranty. If he denies that request, *** ******** will need to refund our installation fees. Alternatively, I will need to bring another solar company to perform the engineering process and submit their fees to *** ******** for reimbursement.

  RESPONSE: Following our in-person meeting at *** **********s residence and a subsequent Zoom call (transcript attached), we mutually agreed to revisit his consumption at year's end (as it is not feasible at this time). Given that his household may have higher energy consumption in winter, it would be prudent for *** ********* to monitor the winter consumption before purchasing additional panels. At this juncture, there's no immediate requirement for a remeasurement. 

  Per our recoded Zoom call:

  "**** (*****):
  Regardless. Let's check in before the years end. We'll we will find a reference point and we can approximate from there.
  

  ****** ********
  That sounds great, ***** All right."

   

   

  b.PPM never provided me with the serial numbers of the solar panels. I request the serial number of each solar panel installed.

  RESPONSE: While we don't have the serial numbers stored in our database, they are readily accessible on the solar panels themselves. If *** ********* wishes, we can dispatch a technician to record all serial numbers for him. However, since he already possesses the panels and their corresponding serial numbers, this seems redundant. In an unlikely event if there is a warranty claim, the solar panel gets removed and the serial number is provided to the manufacturer for Return Merchandise Authorization (RMA).

   

  2.Breach of Contract Issue: *** *******’ and *** ********’s false promises about the solar panels and ***** batteries are considered breaches of contract. Neither system functioned as promised when they presented the products.

  RESPONSE: I apologize for any confusion, but I need clarity on this matter. The ***** Powerwall is a standard household product with publicly available specifications. As of now, both the solar panels and the Powerwalls are performing optimally, as evidenced by the attached zero-dollar electric bills. It's unclear where the perceived breach lies.

   

  3.***** Batteries Issue:

  a.I request a copy of the invoice for the ***** batteries, and no information on the invoice(s) should be redacted.

  RESPONSE: Attached is the shipping notification detailing the dispatch of *** *********'s Powerwalls, which occurred shortly before installation. While we don't possess a formal invoice, *** ********* can directly speak with ***** for further information about the Powerwalls.

   

  b.I request a refund of $300.00 that was paid as tips to the PPM staff.

  RESPONSE: I was previously unaware of this gesture, and I'm grateful that *** ********* was pleased with our team's work. It's unusual to retract such generosity, but under these circumstances, I commit to processing the refund..

   

  4.Zoom meeting Issue:

  RESPONSE: Yes, it was emailed and shared with *** ********* via ****** *****

  5.Sense Monitor Issue: After using the Sense Monitor System, I did not see the value of using it as described and presented by *** ********. I would like to cancel the order and request a refund of $500.00, the price of the device.

  RESPONSE: We understand *** *********'s concerns. If he wants the Sense device removed and seeks a refund, we're prepared to accommodate. However, I genuinely believe the Sense device could play a pivotal role in capturing and analyzing any unusual winter energy consumption patterns.

  Additional Notes:

  We appreciate *** ********* for going solar with PPM. His solar system is performing excellently. 
  We have repeatedly tried to convey above information in person, by phone, email, and zoom, but were unsuccessful. 

  Our contract was for a particular size installation, and we have completed and commissioned the contracted installation.

  As per our agreement reflected on attached Zoom transcript, as a courtesy, we will provide feedback on annual energy profile once/IF analysis is possible (aka having detailed energy consumption data, such as Sense). It is important to note, that solar systems have predetermined energy production capacity, and changes in energy use will shift the net balance. 

  Business Response

  Date: 08/18/2023

  We have worked very hard to resolve *** *********'s concerns over the course of the last year, and when we finally arrived at a solution on zoom a couple of months back, we agreed to check his consumption at the end of the year, as I indicated in the transcript in the initial response. 

   

  We were all committed to revisiting his consumption at that time, and this is the standing agreement. I am a licensed electrician, a solar contractor of over a decade, and I cannot fully understand what it is that he is asking to measure. My response below.

   

   

  I am grateful that *** ********* has put this solution-oriented list. Responses below.

   

  To smooth everything out, I am willing to work with the company if it agrees to the following items:
  1. Although I am completely convinced that the solar panels were not correctly sized for our regular energy needs, I am willing to delay the remeasurement of the house until a later date, taking into consideration the following:
  a. The remeasurement of the solar panels will not be performed after December 15, 2023.

  AGREE

  
  b. The company will accept the risk of any energy payments I may incur between May 31, 2023, and December 15, 2023.

  We cannot take on the payments for the difference in energy bills, as we cannot control what *** ********* consumes.
  - In lieu of that, what I would like to offer is any addition of solar panels (if found actually necessary) will be performed at a 20% discount, bringing the price level to "at-cost."

  
  c. If the company performs the remeasurement process, it should provide me with a copy of its analysis. The analysis should explain its findings compared to the old measurement report.

  AGREE

  
  d. If the company fails to perform the remeasurement process by December 15, 2023, I will have the right to hire another solar panel company to perform the remeasurement of the solar panels, and the company will be obligated to reimburse me for any fees I may incur.

  Yes. We understand the "Re-measurement" to be Energy Flow and Billing Analysis with Report

  
  2. I am not responsible for any remeasurement expenses for the company as this process relates to the warranty of the solar panel contract.

  Yes. We understand the "Re-measurement" to be Energy Flow and Billing Analysis with Report

  
  3. If the company finds that our energy needs will require additional solar panels to be installed (which I strongly believe is the case), the company will install the new panels at the price of the original contract. This price will be based on the number of solar panels initially installed and the total price of the contract.

  Yes. The prices did go up, but we will do this to accommodate. 

   

  4. If the company fails to perform the remeasurement process (see 1.d above) and the other company finds additional solar panels will be required to be installed, the company will be obligated to reimburse me for the difference in prices of the solar panels (market value vs. initial contract price). In addition, it will be responsible for any installation fees I may incur.

  Yes. We understand the "Re-measurement" to be Energy Flow and Billing Analysis with Report. Please understand that we cannot be held liable for consumption changes. 

   

   

  Thank you,

   

  ****

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

  Customer Answer

  Date: 08/21/2023

  
  
  

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

  
  

   Complaint: ********

  
  

  I am rejecting this response because:

  Per my conversation with *** ***** *********, the Company only responds to certain parts of the complaint and ignores the promises it made in its previous responses. For example :

  1) The Company stated in its response, "If
  *** ********* wishes, we can dispatch a technician to record all serial numbers
  for him." In my 8/4/2023 response, I requested for the company to send a
  technician to record all the serial numbers for the solar panels and email the
  numbers to me. The Company ignored my request in its response on 8/18/2023.

  2) The Company stated in its response, "I was previously unaware of this
  gesture, and I'm grateful that *** ********* was pleased with our team's work.
  It's unusual to retract such generosity, but under these circumstances, I
  commit to processing the refund.." In my 8/4/2023 response, I requested the
  company to mail me a check in the amount of $300.00 to my residence. However, the Company ignored my request in its response on 8/18/2023.

   

  On 8/19/2023, I emailed the Company to alert them that they have not fulfilled their promises in addition to other items that they would need to do to comply with the warranty terms and conditions. I gave them 48 hours to response. Attached is a copy of the email that I sent to the Company.

  The Company did not correctly design the solar panels to our needs. The August 2023 utility bills shows zero carry forward, and we were charged for additional utility charges. The solar panels are not producing enough to our needs. The Company initially promised that they would design a system that will be net to zero with the utility needs. They failed in their promises within the contract. In addition, the Company will need to address all the items that I requested in my complaint and provide me with the information that I requested. They ignore my requests.
  

  
  

  Regards,

  
  

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

  
  

  
  

  
  

  
  
  

  Business Response

  Date: 09/12/2023

  Client:

  "I am rejecting this response because:
  

  Per my conversation with *** ***** *********, the Company only responds to certain parts of the complaint and ignores the promises it made in its previous responses. For example :
  

  1) The Company stated in its response, "If *** ********* wishes, we can dispatch a technician to record all serial numbers for him."

  In my 8/4/2023 response, I requested for the company to send a technician to record all the serial numbers for the solar panels and email the numbers to me. The Company ignored my request in its response on 8/18/2023. 

  ANSWER: WE WILL SEND THE TECHNICIAN TO PRODUCE THE PANEL SERIAL NUMBERS BEFORE THE END OF SEPTEMBER 
  

   

  2) The Company stated in its response, "I was previously unaware of this gesture, and I'm grateful that *** ********* was pleased with our team's work. It's unusual to retract such generosity, but under these circumstances, I commit to processing the refund.." In my 8/4/2023 response, I requested the company to mail me a check in the amount of $300.00 to my residence. However, the Company ignored my request in its response on 8/18/2023."

  ANSWER: CHECK WAS MAILED TO *** *********

   

  Customer Answer

  Date: 10/05/2023

  ** *****,

   

  This is to update you on the progress. *** **** ******* emailed me the serial number for the solar panels. We are in the process of authenticating the solar panels to make sure they were new, not refurbished, panels. Once I will get the result, I will let you know. 

   

  Furthermore, please see attached. After PPM installed the ***** batteries, we experienced certain electric damage to an expensive unit (it costs around $11K).  After investigation, we realized that PPM should have performed a frequency check, compared it to the frequency produced the Grid and solar panels. If they had done that procedure, they would have realized that the ***** batteries produced 65 Hz that could cause damage to the units at home. Although the house has a surge protector, the high frequency that came out of the ***** batteries damaged the Thermador Range unit. Based on my conversations with the ***** Company, they informed me that the Company should have done its due diligence to perform such a step to protect its clients, not just install the batteries and leave. Please refer to the email from ***** as they adjusted the frequency produced by the batteries. Also, please refer to my email to *** **** ******* to inform him of my findings.

   

  It is very obvious that the Company lacks integrity and quality assurance when they perform any work they do. I am confident that other clients experienced certain things, but they never made a connection between the damages and the work being done or they were never able to connect the damages to the work that was done by the company.

   

  We live in a sad world, everyone wants to take an advantage of the other. Contractors intend to do the work at least efforts and costs and not take any responsibility for wrongdoings.

   

  I will keep you updated of the progress.

   

  Respectfully,

  Customer Answer

  Date: 10/17/2023

  Good morning ******

   

  Please see attached. It looks like the contractor is defaulting on the promises made in the BBB complaint. For example, he agreed that he would redesign the solar panel grid and provide me with all the information by October 15, 2023. However, he never did. He also promised that he would fix the solar panel permit (still open as Fail), but he never did.

   

  I will keep you updated.

   

  Regards,

• Initial Complaint

  Date:11/03/2022

  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.

  That mentioned company never finished the installation according to what it was agreed on y he contract, they got paid in full and stopped answering my phone calls

  Business Response

  Date: 11/04/2022

  Tell us why here...Dear BBB representative,
  
  Thank you for this opportunity to address this concern.
  
  On June 6, 2022, PPM Solar installed and had the customer's utility company interconnect the solar energy system to the grid in accordance with the agreement between PPM and the customer. 
  
  At that time of completion, our team member, **** ******, attempted to schedule a "Final Walkthrough" to review the solar system and answer any outstanding questions about the product, warranty, and service. However, the customer declined to hold this meeting and insisted that the system be removed and placed on another house he bought. (This is not the contracted installation address and is a new house the customer purchased.)
  
  Therefore, our team provided the customer with a proposal option to have the system moved to the new property to accommodate him and ensure customer satisfaction. 
  
  The customer has that proposal.
  
  We request that the customer responds to **** ******'s proposal to move their system. **** already provided the cost to them of $1.50 per watt, which is on the low side of the cost to perform such services.
  
  Be assured that PPM is dedicated to the highest standards of customer satisfaction. We are confident of resolving this.
  
  Warm regards,