Complaints

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• Initial Complaint

  Date:04/26/2024

  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.

  11/06/23 I paid a total of $35,421.00 for an Aptos solar system to be installed on the roof of my house. The price also included a 30yr warranty for the following:* power production guarantee * equipment guarantee * labor guarantee * roof penetration guarantee It was promised that I would receive an outside insurance for the 30yr coverage in the case of solcium solar business went out of business. I have all this in writing and the company will not give me proof of this insurance. I have tried on multiple occasions via phone calls, texts and emails which I have proof of the conversations.They are still lying to customers about this so called coverage Worth noting - this 30 year warranty of an outside insurance company is the only reason I chose this company versus others

  Customer Answer

  Date: 05/17/2024

  As of May 16, 2024 I have received a $1200 check with no explanation why.  I assume this is because they are not backing the 30 year outside insurance coverage guarantee.  I reached out to ******************* (the salesman that sold me the plan), **** has not gotten back to me and does not return my text messages.  I will cash the check but this is still not resolved.  ************ still advertises the 30 year warranty but I do not know if they are promising the outside insurance coverage like they did to me.  I have my promise in writing and the only reason why I went with a new company

  

  Business Response

  Date: 05/21/2024

  Thank you for reaching out and bringing this matter to our attention. We sincerely apologize for the inconvenience and frustration you have experienced regarding your solar system and related warranties. 

  
  As discussed with you, due to a dispute with Solar Insure and their inability to sufficiently cover Florida claims, our partnership with them was not sustainable and was severed. As a result, we were not able to offer the insurance policy as originally promised which we communicated to you. We deeply regret any confusion or inconvenience this situation may have caused. To address your concerns and ensure your satisfaction, we processed a full refund for the amount paid for the insurance coverage. This cashiers check was delivered to you by mail. Please confirm that this was received and deposited.

  
  While this third-party insurance policy was refunded and is not in effect, the other warranties outlined in your agreement are still intact (30 year power production and roof protection). There are no other comparable third-party insurance polices that exist for good reason they are not sustainable nor able to be fulfilled. It was in the best interest of our customers to ensure they were not paying for a policy that was of no use to them, which is why the policy was canceled and refunded.
  

  
  

  Customer Answer

  Date: 05/21/2024

   
  Complaint: 21629020
  
  I am rejecting this response because:
  

  The solar insure promise and what I paid for was the only reason I chose them over ADT.  ADT was cheaper by $3000 and has been around a lot longer which is a better feeling for a future customer to proceed with that company.  I went with Solcium because of the solar insure as it is known for solar install companies to go out of business and having the outside insurance was worth the extra monies and feel good.  It is also a shame when your company does not get back to me and only ghosts me.  I really hope you take my feedback personally and improve because I hope all comes out good in the end and your business is very successful.  You need to have a checkout process if the newly installed before leaving the premises and some of my concerns would have been avoided.   

  Receiving the $1200 is a start to resolution but not enough.  I would be good with the $3000 extra in return to me

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

  

  Business Response

  Date: 06/05/2024

  Thank you for your patience and for giving us the opportunity to address your concerns. We truly regret the challenges you've faced and appreciate your understanding as we've worked to resolve the issues.
  
  We want to assure you that we remain available and are eager to resolve any further issues you may have. At present, we have exhausted all possible solutions regarding the 30-year warranty insurance coverage. As you mentioned, we have reimbursed you for the policies that could not be fulfilled by the third-party insurer. Unfortunately, no other comparable policies currently exist in the market.
  
  We understand the importance of this coverage to you and sincerely apologize for any inconvenience caused by this situation. You are welcome to use the refunded amount as you see fit, and we hope it helps in finding a suitable alternative.
  
  Please know that we are committed to supporting you and ensuring your solar system continues to operate effectively. If you have any further questions or need additional assistance, do not hesitate to contact us.
  
  Thank you once again for your understanding.

  Customer Answer

  Date: 06/05/2024

  Solcium Solar refuses to recognize that the only reason I chose their company was because of the 30 year warranty policy that they did not fulfill.  I dont care that they say they can still honor it thru their company because if their company were to go out of business then I have NO warranty.  I would have chosen ADT which offered me services at a few thousand dollars cheaper.  

   

  I never would have hired Solcium Solar but they lied to me............ Not Satisfied!!!

  Sincerely,

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

  Customer Answer

  Date: 06/05/2024

  Attached is proof that I had informed ADT as to why I chose Solcium Solar

  Customer Answer

  Date: 06/05/2024

   
  Complaint: 21629020
  
  I am rejecting this response because:

  Solcium Solar is not recognizing that they have falsely advertised and put in writing that an outside solar insure company would honor the 30 year warranty that Solcium guaranteed me.  I know that Solcium credited me $1200, but ADT offered me a better price that did not include that great 30 year warranty.  ADT has been in the solar business a lot longer than Solcium Solar and I would have gone with ADT had it not been for the false pretense of a 30 year outside insurance policy.  I have attached a text message from October 2023 to ***** of ADT that was in the front running to solar my house.  I ended up paying more even after the $1200 credit.

  Every time I have had issues or concerns it has been like pulling teeth from Solcium Solar.  Very very poor

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