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:01/05/2024

  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.

  We purchased solar panels from HALEAKALA SOLAR years ago and we were informed that the solar panels that we had were defective. HALEAKALA SOLAR told us to purchase new solar panels and we pay for it upfront and we will get reimbursed. It has been four months now and we still havent gotten reimbursed and when we call them, they have no new information for us.

  Business Response

  Date: 01/08/2024

  We are aware of what is going on, the reimbursement is coming from the vendor.  We are waiting for that so we can reimburse the customer.  This is a an ** manufacturers warranty.  We will contact the vendor to get a better idea of when they well receive it. 

  Customer Answer

  Date: 01/15/2024

  Your response is the same thing you have been saying for months now. How long are you going to make me wait for our reimbursement? 

  Business Response

  Date: 01/25/2024

  Just confirmed with our Service manager that he spoke with ********************* yesterday 1/24/2024 and they have received the check on Tuesday.  They have been reimbursed. 

  Customer Answer

  Date: 01/26/2024

   
  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:10/20/2023

  Type:Order 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.

  We signed a contract with Haleakala two years ago to have two Tesla Powerwall batteries added to our PV system they had previously installed on our condo. We still do not have the batteries installed, as they have not received a permit from DPP for the work yet. The permit application was first submitted on August 17th, 2022, and has been rejected 3 times since due to errors and omissions in the application. The application was last rejected on August 4th, 2023 with 16 unaddressed issues from the previous rejection. The last communication from Haleakala was on September 14th, 2023, and subsequent emails and voicemails have gone unanswered. I need someone to give me a deadline by which they will resubmit our permit application with all comments and errors corrected, and when our batteries will finally be installed.

  Business Response

  Date: 10/23/2023

  We are in communication with the customer.  Because this is a multi family unit, it needs to go through a special process through our DPP on Oahu.  We are working to get this handled. 

  Customer Answer

  Date: 11/01/2023

  Hello,

  My issue with Haleakala Solar is not resolved. I am still not receiving timely communication about my project from the company. I was never contacted asking for further input from the BBB, so I don't understand why this was closed due to lack of response from me. Please reopen this complaint.

  Best Regards,

  *****

  Business Response

  Date: 11/22/2023

  I am waiting to hear back from the Owner of the company to see what we are going to do moving forward.  This is on the Island of Oahu and DPP considers this job a commercial project.  It is really  hard to get an approval for a commercial project on the Island of Oahu, hence the back and forth with DPP.  This has gone all the way to the mayors office and they are working on a solution for this.  I will know more by the end of day and hopefully have an answer by Monday. 

   

• Initial Complaint

  Date:08/24/2023

  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 had Haleakala Solar install a new solar water heater in June 2022, spending thousands of dollars. In August I noticed damage to my new metal roof that was obviously caused by the Haleakala Solar installers as no one else has been on my roof. I notified the Haleakala Solar sales **** *************************** on August 29 via email. ***'s response on Aug 29: "****************, I have forwarded this on to our Superintendent of field operations and Roofing Manager. Expect a call asap."Also, the 'hot water out' to house is connected to the 'solar connection out.' Not sure if this is correct. We do have a mixing valve installed but our cold water often runs very hot when the cold is first turned on at a faucet. And the hot come out extremely hot when the hot is turned on at the faucet. Related issue?I never received any contact from anyone at Haleakala Solar. I recontacted *************************** on Jan 13, 2023 with no response.I called the *********** more than once, never had anyone answer the phone. Finally, June of this year, I was able to talk to someone at Maui Haleakala Solar and schedule for someone to come to my home. On June 22, 2023, a Haleakala Solar employee arrived and looked at my roof and water heater. He took pictures of the roof, accepted that the damage was caused by Haleakala Solar, and said they would make it right. He also looked at the water heater, said it was connected properly, but he would need a technician to take a look at it. It is now August 18, 2023, and I have heard zero from Haleakala Solar. I have called and left a voicemail message since no one ever answers the phone. I believe the name was *****. That was on July 20, 2023. Still no response.

  Business Response

  Date: 08/29/2023

  I will sent this to our Roofing Supervisor and have them contact customer to come and take a look so that we can get this taken care of ASAP. 

   

  Customer Answer

  Date: 09/05/2023

   
  Complaint: 20518121
  
  I am rejecting this response because:

  I have yet to hear anything from Haleakala Solar.  Furthermore, they had previously sent a representative to look at my roof and waterheater.  Months ago I was told they would take care of the roof and also send a tech to look at our waterheater. So far nothing. My next recourse will be to file a complaint against their contractor license with the state, obtain my own repairs, and go through the court for reimbursement. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/13/2023

  We have our roofing superintendant going to check out the roof and we will have our service manager send someone out to check the solar hot water system. 

   

  Customer Answer

  Date: 09/28/2023

  Halekala Solar was able to respond to my home and correct the previously unresolved concerns. I am satisfied with the results.

• Initial Complaint

  Date:07/13/2023

  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.

  Since I have had Haleakala solar it was nothing but problems we have never saved money they fixed our solar many times even paid our electric bill for almost a year we even got a free Tesla battery from them and none of it works I been trying to get a hold of someone since Sept 2022 I recently got ahold of someone for them to tell me they have nothing in my file and when they did find something my system I have they no longer install and on top of all of that they won't give me a number for an owner I left messages I. Messages on the management voicemails for no one to call me back I'm going to stop paying my solar maybe the they will call all I have to say is fix my solar and solar ac or take the system back and refund me for the last 2 years something needs to be done and I am not backing down on this

  Business Response

  Date: 07/13/2023

  I will contact our service department on Oahu and make sure they reach out to her as soon as possible. 

   

  Customer Answer

  Date: 07/13/2023

   
  Complaint: 20314603
  
  I am rejecting this response because:
  
  What exactly is the service department going to do this is more than a service issue I had them out here so many times what is going to be different now I am waiting for the gm of Haleakala to reach out or some kind of management

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

  Business Response

  Date: 08/07/2023

  We were able to get in touch with customer this morning and have an appointment set up with her this Wednesday 8/9/2023 at 8am.  We will have our service manager get a full report on what was accomplished during this visit. 

   

• Initial Complaint

  Date:01/11/2023

  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.

  Haleakala is stating they no longer need to honor their labor warranty signed by their current ***, due to their June 2020 restructuring, but had previously honored it in Sept of 2021.I have multiple warranties through Haleakala signed by authorized representative *************************** for *************************** who was the *** at time of installation and remains the *** to this day from my understanding. The Limited Warranty Photovoltaic System Warranty promises all workmanship, parts and fittings shall carry a 10 year warranty and labor, replacement, or repair will be at no cost to the customer for a period of 10 years. Installation date was 3/16/2016 which means the warranty should be good till ****. In Sept of 2021 an inverter failed and Haleakala came out and replaced it free of charge once I showed them the warranty. This was 15 months after bankruptcy. But in Jan of 2023 when I contacted Haleakala about another failed inverter I was told by the service coordinator: "Thank you for providing your warranty certificate. Installations before August 2020 with ************************* are no longer valid. ************************* purchased Haleakala Solar and then claimed bankruptcy in June 2020. We are now Haleakala Solar Services and privately owned." When I pointed out that their current *** signed the warranty and it was honored in 2021 the only response received was: "In order for us to send a technician out, we do require either a debit or credit card on file. The card will not be charged until the work had been completed. The total cost for labor is $200.00 + tax."

  Customer Answer

  Date: 01/19/2023

  How do I close this complaint? The business has honored their warranty as requested.

  Thanks,

  ****

• Initial Complaint

  Date:11/16/2022

  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.

  As of this date, still no contact! My PV system was installed by Haleakala Solar on 12/29/2011. I have made multiple call and left voicemails on: 10/31/22, 11/02/22, 11/03/2022, 11/7/2022 requesting service for my PV system which was installed by Haleakala Solar. An attempt to make contact via their website was made on 11/10/22 (attached images) to no avail.As per the Enphase diagnostic reports found by logging into my account, at least one panel needs repair or maintenance. To date, I have not received any acknowledgement to my voice and emails. If they are unable to service my unit, please inform me of such and I will locate another company and transfer my account to new vendor to service my unit.

  Business Response

  Date: 11/18/2022

  I just got off the phone with our Service Manager on Oahu and he will be reaching out to her today 11/18/2022

• Initial Complaint

  Date:10/16/2022

  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.

  Purchased home with solar panels over a year ago. Panels were installed by this company and are under warranty. Once panel ownership was transferred over, was able to look at solar production and realized it was much lower than it should be. After several visits, was told I needed a new Envoy to do anything further and that they would order and install one. Never heard back from them again and they do not return my phone calls. It has been over a year, still waiting on this. Meanwhile, my electricity bills are higher than they should be with a properly functioning solar panel system. No one will return my phone calls. Please help.

  Business Response

  Date: 10/17/2022

  THis is the first that I have heard of this customer.  I do see that we did go out there in January to try and het his envoy back online, however, it sounds like that didn't happen and he ended up needing a new envoy.  Not sure how that fell through the cracks but I will have our service depatment call him right away and get this taken care of. 

   

  Customer Answer

  Date: 10/17/2022

   
  Complaint: 18230283
  
  I am rejecting this response because:

   

  I will accept the response if the system is actually repaired as promised. Saying they'll reach out is not a resolution, especially since they have not called me back, apparently since January. It is now October. Over nine months. And I called many times. 

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

  Business Response

  Date: 10/21/2022

  We just got off the phone with **********, we have him scheduled for next Friday. 

   

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18230283
  
  I am rejecting this response because:

   

  Once the job is done I will accept. In the past, they have promised to fix this very problem several times, and each time the person they sent out claimed ignorance and did not have the Envoy and did not fix the problem. That was last year before they stopped returning phone calls altogether. If they do fix my system, I will accept. Thank you.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 11/01/2022

  They came out and installed a new Envoy. It worked for a few days, now having issues and not functioning properly. Also, asked installers about old microinverters that were still listed in system and throwing error messages on the app and website. They said to contact Enphase to fix this. I contacted ******* who said that Haleakala Solar is the one who is supposed to fix this. Awaiting reply from service department.

  Business Response

  Date: 11/02/2022

  Service was in contact with customer yesterday 11/1/2022. Envoy is working properly, when the installers were onsite to fix the envoy they couldn't see all of the panels because it does take a while for all of the panels to populate on the site once the envoy is changed out.  Customer did call Enphase on his own account and they did in fact tell him to call us, which he did.  There are in fact 6 inverters that are either not working or under producing, this is something that cannot be seen unless that envoy is online.  Now that it is we can see them underproducing.  We do have a call in to Enphase regarding **** inverters to see if they need a firmware update or if they do in fact need to be replaced.  If it is determined that they need to be replaced, a replacement order will be done by  us through enphase.  The inverters do take about 2 to 3 weeks to get here, once they arrive we will call ********** for replacement. 

   

  Customer Answer

  Date: 11/02/2022

   
  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:09/26/2022

  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.

  Last spring I ordered additional solar panels from Haleakala and was told that I also had to order a Tesla battery in order to get the panels. When the panels were installed, I was told that there was a 6 week delay in getting the Tesla battery. It has been about 5 months and I am still getting put off and not receiving the battery. This week-end I heard a news report and also from a friend that apparently ***** is going out of business. I would like the Tesla battery to get installed so I can get the system inspected and up and running this year. I need the tax credits to be able to pay off the loan. If this is not possible, I would like my contract to be cancelled at no cost to me.

  Business Response

  Date: 09/26/2022

  We are still waiting for batteries, we have not yet collected any money from this customer as this is a special loan that will not pay out until the job is complete, at that time the customer will start to pay on that loan.  We are hoping to get another shipment of batteries within the next month are will call customer once they are here that we will call for install.  Customer has been informed of this on S eptember 19, 2022.

   

• Initial Complaint

  Date:09/20/2022

  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.

  Aloha - My solar electrical panels are defective. I contacted Haleakala in October 2021. They rarely returned calls and finally had three different crews take voltage readings and send them to ** in June 2022. ** approved a credit to replace all of my 55 panels on July 21, 2022. Haleakala has not returned any of my calls to get the panels replaced. ** has stated they only deal with the installer and not the homeowner. My electric bill is over $500 per month. I am requesting that they replace the panels with the same output and warranty. I have attached a copy of the log I have been keeping. I am happy to discuss. Thanks, Kit

  Business Response

  Date: 09/20/2022

  Customer is corect, ** has approved the credit for the ** panels, credit has been sent directly from ** to our supply house here on Maui.  We are now waiting for that supply house to apply the credit and release panels to us for installation.  At this point our hands are tied until we receive **** panels. 

   

• Initial Complaint

  Date:09/09/2022

  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.

  I contacted Haleakala Solar late Sept of 2021 when my enphase stopped working and could not send out my monthly report. I was told to try and re enter my internet information. I did that and it still did not work. I called back and was told they would send out a service person. No one ever came or contacted me. I later tried to go to their office and it was no longer open. I recently tried to contact them again on August 15th 2022, August 22nd left a message on their service line. No response. I called the sales line and explained what happened and was told they would contact the service department. No Response. Called again on August 26th and spoke to ******, **** then called me and came to the house. He said they would get the system back running. A service person came out on September 1 and we were told that they would order the part and have it delivered and they would be back to install it. On Sept. 2nd I was told that our warrenty expired and it would not be covered. I explained that I had contacted them a year ago and they never came out to fix it . She relayed this information to their manager, who said they would not cover the part.. I asked to speak to the manager and they would not let me speak to the manager. I was told that they would talk to someone higher up, but I still have not received a response back.

  Business Response

  Date: 09/12/2022

  This customer did call, the warranty for the Envoy that is needed to get her system to where she can see the monitoring was up a while ago, even before she called the first time.  We have not problem switching this out for her, however, there is a cost that needs to be paid for the part.