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: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. 

   

• Initial Complaint

  Date:09/04/2022

  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.

  3 months ago i paid in ******. For solar batteries. Total cost 27,000.they do not respond to my inquries about delay. . They claiming it is the city. I do not get any documentation or a courtesy response.I would like my my money back or get the system fixed.

  Business Response

  Date: 09/06/2022

  I will follow up with our Oahu team and have them reach out to the customer.  The County of Oahu does take quite a while for approval to go through. 

• Initial Complaint

  Date:08/18/2022

  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.

  Couple of my pv panels are not working its still under warranty. I contacted their service number a bunch of times, no answer. Left my phone number a bunch of times, no response, went to their office they said they will contact me, 1 month no response. Whats up with that

  Business Response

  Date: 08/19/2022

  We will contact this customer ASAP to take care of his PV panel issue. 

   

  Customer Answer

  Date: 08/26/2022

   
  Complaint: 17740591
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** ***

  Haleakala Solar called me back the next day but said they would call me back to check on my panels but its been a week no call back

  Business Response

  Date: 08/31/2022

  Not sure what happened with this one, I spoke with the service department and they are going to reach out to him right now. 

   

  Customer Answer

  Date: 11/06/2022

  I been trying to get my solar panels fixed on my house for about 8 months now. I have a warrenty for 25 years, bought it in 2015. I called there website and left messages -no response. I went to their office 3 times in person. The first 2 times they said they would call me back -no response. The third time they made an appointment for fri at 8:00 am in late September - no one showed up or called. I filed a complaint earlier this year and they said they would take care of it. no response. This has got to be the worst customer service that I dealt with in my 69 years of existance. Whats with this company? They have only good comercials, no customer service at all.

  
  

  Business Response

  Date: 11/07/2022

  Just spoke with ********** this morning, have him schedule for this Wednesday. 

  Customer Answer

  Date: 11/11/2022

  Complaint: 18365204
  
  I am rejecting this response because:They said they would show up on wed. the 9th. I told them the side gate would be open to check the 2 broken PV panels. I got no call back. I don't know if the even showed up. Here we go again.
  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 11/15/2022

  We did go out to his house, customer was not home at the time.  The two optimizers were replaced and all panels are functioning. 

   

• Initial Complaint

  Date:08/17/2022

  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.

  12/17 20** I had Haleakala Solar install 20 pv panels. It came with a 25 year warranty on the solar ************** inverters. 2/22/2021 the micro inverter on panel #** got replaced. 5/26/2021 the micro inverter on panel #** got replaced & installer ended up cracking the panel. 6/**/2021 cracked panel got replaced. 6/23/2021 panel #6 got inspected because of a low reading. 10/**/2021 micro inverters on panels ******* got replaced. Since then I've been having low readings on 2 other panels & have been trying to have them to come out to inspect what the problem is. I have been very patient with their response in the past & also their time to address my issues. For the past 6 months they have not return my calls even when I do get to speak to someone.

  Business Response

  Date: 09/20/2022

  We have reached out to ********************** on 8/26/2022.  The last two panels that are under producing are not the inverter but in fact the panel itself.  Replacement panels and inverters have to go directly through the manufacturer to get replaced if they are defective so that the warranty is still covered.  We have done our due diligence and have been tirelessly trying to get in touch with ** to get these panels replaced for *********************** 

   

  Customer Answer

  Date: 09/22/2022

   
  Complaint: 17731710
  
  I am rejecting this response because: I have been waiting VERY patiently & been getting the same response for MONTHS now. I don't even have continued follow **** I have a follow up then won't hear from them for a month or so. Then I have to try & reach out to them.  The way I see it is if you provide the panels then you should be responsible for replacement through warranty regardless of your situation with *** When Haleakala Solar sold me those panels, they made a profit off of those panels which is fine but now they ARE responsible for the panels they sold me. If this goes on for 1,2,3,4 years with Haleakala & ** I'm supposed to be without panels for those years?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/17/2022

  We have reached out to the customer and we are going to go ahead and install a panel for this customer and replace our stock when the warranty goes through. 

   

• Initial Complaint

  Date:07/10/2022

  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.

  Haleakala solar came to check my service in may. They took my battery because its still under warranty and wasnt working .Ive called several times and they seem nice but, Im told there are no boxes to send my battery back. I havent had any solar for over 3 months. Im on a fixed income my power bills are $500 a month now. Please I need help with resolution

  Business Response

  Date: 07/19/2022

  THis is part of the ** recall that is going on with ** batteries.  Her batteries are on recall, we took her battery off of her wall because it was starting to swell.  We can't return the battery until ** sends a box to ship it back in.   We are working with ** to get these boxes as soon as possible so that we can send her battery back and either get a replacement or a reimbursement.