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:10/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 spent $70,000.00 to install a complete solar system, which includes 2 $15,000.00 battery backup systems.From day 1, even with 2 batteries, they are not enough to power the house for more than 4-5 hours under full load.If I turn everything off except for my refrigerator and freezer, and my computer equipment, I can get about 16 hours out of both batteries total.That is one complaint. They promised more time than that.But, my CURRENT / MAIN issue, is that there was a short in the wiring about 2 weeks ago.Enphase, the equipment manufacturer, came out on the 10th of October, and found that the wires inside of one junction box had shorted out, causing a mini fire in and around the box.Thankfully, the wall that this occurred on is concrete block, with a stucco exterior. Had that wall been wood, or flammable, my whole house could have burnt down.It has been 10 days since Enphase reported this issue, along with photos, to Circuit Electric Solar.My solar system has been non-functioning for 10 days now.I left multiple messages with the company, but after *************************************************** a text message, arranging for the necessary repairs to be performed.I wish I had never dealt with this company.It is impossible to contact them.They do not return phone calls, and they do not service what they sell, when there is an issue.

• Initial Complaint

  Date:09/18/2023

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 had a large solar system installed in November 2022. On 9 August **** 10 of the 68 panels indicated they were not producing power. I reached out to the installer leaving a voicemail and email several times a day. They did not call respond until I called the manufacturer and they reached out. Still no resolution on how to get the panels back running.

• Initial Complaint

  Date:09/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 paid in advance for an $18,000 solar system on our ********* house. The process was comfortable and the installation handled by a local electrician (not an employee of Circuit Electric Solar, in **************). The system is performing properly from an electrical standpoint, but in recent windstorms I heard a rattle from the panels. I have called and emailed the company more than a dozen times, asking for help. Their website is up, the voicemail system works, and no email has bounced, but I have yet to receive a response of any sort. I suspect the company has disappeared, and would like to find a resource to check out our panels.

• Initial Complaint

  Date:08/26/2022

  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.

  The issue is a design issue for a solar system. Based on a wrong design the installed system is capping electricity production since the inverter is maxed out. If this had been made clear when I exactly asked that question before signing the contract, I had ordered a smaller/different system. Unfortunately, CES explained that the Inverter can produce the expected output. Since then, we have been discussing without any result. At one point we agreed on actions to investigate, but CES never executed on the agreed action plan.
  Details:
  Based on a design discussion and quote in Nov21 I raised concerns during the presales phase that the suggested configuration might not be appropriate. Co-Founder, VP Business Development John A. ***** shared that the suggested inverter 11.400H-US can go up to a 17KW and that the system is designed to scale in the future. (see attached email)
  After installation it has become evident that the system is capping electricity production as I assumed before. As per provided email conversation it was denied by the specialist (co-founder) from CES before.
  The system caps at max capacity of the inverter just below 14KW and not 17KW.
  After several month of trying to get someone from CES to either answer phones or reply to email I finally was able to get John *****, Jose ******* (Co-Founder, Chief Installation Officer) and an engineer on a conference call. In May they agreed to investigate the issue. Still no result. I believe CES tricked me into buying a larger system, without the analysis I need to assume I overpaid $10,000 dollars. I could have achieved the same result with a smaller system.
  It is very concerning that the two partners (co-founders) in a conference call, documented in an email and acknowledged meeting minutes do not perform the investigation they agreed to. To me it is evident that the system was deliberately designed in the wrong way make more money.
  More details in the attached word document.
  Thank you for your help.
  ****

  Business Response

  Date: 09/07/2022

  Thank You for your feedback, all feedback good and bad is important for us as a company to grow and get better each day.  As a family owned and operated business, customer satisfaction is our #1 goal.

  Currently, we have fully installed your system as written in the proposal you reviewed and signed and your system has been turned on and live since early February 2022. Your system is live and producing and has eliminated your power bill, unless something has changed.  All system designs are estimates and production and tax credits can be variables.  To ensure accuracy, we size every customer we serve, based on their utility bill usage.  We used this customers monthly average KwH to accomplish this.  Our customer  was collaborative in the design phase - before purchasing he instructed us to add more panels to his system - we did what was asked from our customer to meet his objectives.  Every technology has their independent specs and requirements for sizing and how it operates.  We sized off of best practices from SolarEdge and recommended the 11400 SolarEdge Inverter with redundant Optimizers paired with his REC 365W Modules, all top quality materials with 25 Year Warranties.  The SolarEdge 11400 has the ability to be over-provisioned to 155% of the inverter size, which would scale to a 17.67KW system in the event he wishes to scale the system.  

  We have had multiple calls, emails and text messages responding to the customer - including service calls to check on equipment and odd noises the customer was experiencing, nothing was found.  The system is live, producing and to our current knowledge the customer does not have an electric bill as was stated months ago.

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  Unfortunately this response still doesn’t take care of the actions the business agreed to.
  

  I also doubt that the suggested resolution works “The SolarEdge 11400 has the ability to be over-provisioned to 155% of the inverter size, which would scale to a 17.67KW system in the event he wishes to scale the system.”

  However if CES has the ability to scale the system to 16.3KW output I’d appreciate it if they would take the actions to do so  

  
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 09/13/2022

  We have installed our system to spec, it’s working and operational.  We have conducted research, internally and externally.  Fielded multiple calls, texts, emails, internal and external with the customer.  If the customers goal is to produce more than his 100% offset he can certainly obtain a quotation for more panels, DC EV Charger and battery-storage. That would be the only way to accomplish the ask.  We size based off average monthly KWH and if the goal is to produce more than that target, that would be a new engagement.

   

  Customer Answer

  Date: 09/15/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thanks for keeping me updated through the online system. 

  
  

  I think it is now evident what the “business philosophy” of CES is.

  
  

  A) First suggesting a solution (scaling the inverter) and then backing out again as they realize that it’s not feasible. Demonstrated in todays message. 

  
  

  B) Not performing actions as agreed by the co-founders. None of the research mentioned in today message has been shared, nor was there any call except for the one in May where the CES ownership team agreed to actions. Follow up to these actions is non-existing which is the main reason for this complaint. 

  
  

  Additionally C) As per the picture below usage is larger than the electricity production which shows that CES information is not correct. Usage is not 100% offset. 

  
  
  
  
  Sincerely,
  
  
  
  **** *******