Complaints

This profile includes complaints for Eagle Point Solar's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Eagle Point Solar

  2400 Kerper Blvd Suite A20 Dubuque, IA 52001

  
• 

  Eagle Point Solar

  1166 Capital Drive SW, Unit B Cedar Rapids, IA 52404

  
• 

  Eagle Point Solar

  1955 NE 58th Ave Ste 201 Des Moines, IA 50313-1624

  

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:07/29/2024

  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.

  Warranty repair started almost 5 months ago. Part delay - part has been in for two months. Business will not confirm a date for part installation. Multiple weekly call to **** in Service. I am told it is up to "scheduling department when service to be provided. There does not seem to be a "scheduling department" when business receptionist asked. Have left a message with CEO - Got a return call from **** - still waiting on "scheduling" - still no service after more weeks. Warranty Repair has run almost five months, and is not complete yet. Installation time is approx. 15 minutes per workers on original service call. Why so long for such a small repair?

  

  Business Response

  Date: 07/30/2024

  Hi ******,
  
  Thank you for your business and support of the solar industry. In response to your review, solar equipment can be purchased from manufacturers in the ***, ******, ******, *******, ***** and ***** just to name a few countries who manufacture Tier 1 modules. Tier 1 rated solar panels (premium class equipment) must meet high global industry standards for efficiency, durability, quality and warranty. At Eagle Point Solar, we offer and sell Tier 1 rated solar modules from various countries and do not limit our clients to selecting any one brand in particular. Should a client have an interest in a particular brand or country of origin, in most cases we are able to work with suppliers in procuring the equipment. Inverters are very similar with regard to manufacturers around the globe. In your case, we are working with Hoymiles micro inverters which have been identified for replacement. Upon submitting this response (08/30/24), a member of our service and support team has been in contact with you to schedule the service for the replacement parts. To help limit supply chain delays, Eagle Point Solar invests in on-site replacement parts as well as works closely with local equipment distributors to warehouse various solar-related equipment. This helps to ensure parts are available with minimal downtime for our clients. In the case of a warranty replacement, some manufacturers request the equipment for inspection prior to approving a warranty claim. This can impede turnaround time for fulfilling a service ticket as global supply chain delays can and do happen. Lastly, should you need to connect with anyone from our Service and Support team for an update, we are available by phone, email, online chat or you can visit one of our local offices (M-F, 8:00-5:00 pm CT). As a local midwest company, headquartered in *******, **** we are dedicated to our communities and supporting the solar energy goals and systems our clients invest in.

• Initial Complaint

  Date:07/24/2024

  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.

  EaglePoint installed solar panels on my home in late 2021, and went live in January 2022. After just one year, I had an inverter go out in May of 2023. It took them over a month to finally get it replaced. Now again this year I have another bad inverter and 2 panels not producing. I've been trying to get a timeline of repair for over 6 weeks, but they just keep replying with vague responses about waiting on shipping, but are unable to provide a tracking or shipping number. This is 2 inverters in 2 years, and both have taken far longer to replace than they should. Calls get transferred to voicemail.

  

  Business Response

  Date: 07/24/2024

  Eagle Point Solar is dedicated to serving our clients at all levels from sales, service and support. We provide multiple avenues to connect with our team via phone, email, in-person or online chat M-F 8:00am-5pm. Regarding this complaint, the scope of work required for the replacement manufacturer parts(2) was written on June 24, 2024. The material (equipment) was received and pulled for the service request on July, 15, 2024. As of responding to this complaint on 07/24/24, the service work has been scheduled with the client for completion.

  Eagle Point Solar Team

• Initial Complaint

  Date:08/28/2023

  Type:Order 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.

  My wife and I purchased solar panels from a company back in June 2021. The panels were installed September 2021, but the install company filed bankruptcy and left us without functioning panels. The company that sold us the solar panels then contacted Eagle Point Solar to finish the install. September of 2022, our city permit expired and Eagle point had to refile for a new permit. Then in June 2023, our panels were wired to the grid with an inverter installed, but still no money saving solar power. The first install company, that went bankrupt, installed the panels on our garage incorrectly. Eagle Point informed me they needed to have a team of engineers come out to fix all problems and finally get our panels up and running. Eagle Point is waiting for the company that we signed the initial contract with to sign off on the work needed to complete our panels. It seems they are in a back and fourth disagreement, all the while, my wife and I have been waiting TWO YEARS for working panels to save money. I am a war veteran that fought for his country. I deployed twice to **** for a year each time. My wife and I dont deserve to be treated this poorly. In June of 2021, we signed a contract with ****************** to go green and help the environment after purchasing our first home (November 2020). Since then, we have gotten married (September 2021), had a baby girl (June 2022), had a son (August 2023), and still dont have working panels.

  

  Business Response

  Date: 08/29/2023

  Hi ******,

  First and foremost, thank you for your service and congratulations on your wedding and birth of your baby girl and boy.

  The solar array mentioned in your complaint was purchased through CleanTech and financed with ****************** as you have noted in your complaint. As mentioned, when CleanTech dissolved, ****************** partnered with a third party firm known as ******** (a service provider in the solar industry) to assist in finding a local solar contractor to help in the completion of the project.
  
  07/28/2022 Eagle Point Solar accepted and completed a site assessment on the existing project from ********.
  08/2022 Eagle Point Solar began working with the utility company to move forward with completion of the project.
  10/24/2022 Eagle Point Solar was notified by ******** to place the project on hold due to communication received by the customer.
  12/06/2022 After a two month hold, Eagle Point Solar was notified by ******** to move forward with resubmission of utility interconnection paperwork. 
  12/09/2022 Following approval from ******** to move forward, Eagle Point Solar submitted for an interconnection renewal to WeEnergies. 
  02/2023 Eagle Point Solar was notified of additional documentation being requested from WeEnergies and Eagle Point Solar staff worked to complete all necessary technical documentation as well as gather updated home owners insurance. 
  03/30/2023 Eagle Point Solar submitted all necessary documentation to WeEnergies.
  04/12/2023 Eagle Point Solar completed electrical work on the array. 
  06/08/2023 Electrical inspection passed. 
  
  Following inspection, one of the two arrays was not producing. It has been concluded that this malfunction is due to installation work completed by CleanTech on the array prior to their bankruptcy. In the scope of work agreement with ********, the electrical work was completed as contracted by Eagle Point Solar. 
  
  07/19/2023 Eagle Point Solar submitted an updated quote to ******** to troubleshoot and complete the non-functioning solar array built by CleanTech. Following the submission, ******** has not approved the quote for Eagle Point Solar to complete this work.
  07/20/2023 The customer was notified by ******************** of the pending quote awaiting approval from ********.
  8/23/2023 Eagle Point Solar provided the customer with additional contact information for ****************** with the hope of them assisting in determining the status of the quote to move the project forward.
  08/29/2023 The status of the quote is unchanged. 
  
  In order for this project to move forward, ****************** and ******** will need to approve Eagle Point Solars submitted quote. The span of time in which Eagle Point Solar has been involved in this project has been 13 months. The majority of this timeframe has been waiting on ******** or We Energies for approvals at various stages of the project. Eagle Point Solar is committed to finishing this project once granted approval of the submitted quote.

• Initial Complaint

  Date:07/31/2023

  Type:Product 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.

  Eagle point solar installed my solar panels that went live January 2022. Although not in the contract, I recally my sales person *****, saying that because they were a local company they were very responsive to service needs. I recently noticed that 2 of my solar panels are not producing. I reported the issue on June 14, 2023 to Eagle Point Solar. The panels have not been producing since early May 2023. I then followed up on June 16 to see if it had been received and timeline. I was told "Please allow 5-7 business days for us to process and receive responses from manufacturers." I then followed up by email on June 28th and left a voicemail on June 29th and received no response to either. I called again on July 3rd and was not given any updated information. The person answering the phone was very rude, so I documented that call with a follow up email to Eagle Point Solar. *****, from the service team did reply to that email to say "I am currently dealing with over 90 sites for scheduling and remote troubleshooting and doing my best to get caught up. I will let you know when I have an update." She also mentioned she had a loss in the family, so I feel bad for her personally. But Eagle Point has clearly understaffed their service department. I sent another email on July 19th asking if there has been any update and I have received no response.Recent email thread is attached.

  

  Business Response

  Date: 08/01/2023

  Hi *******,
  
  Thank you for your message and continued patience while we work to resolve the issue with your solar array. Our service and support team has been informed of your statement and diligently working to schedule an onsite repair. Due to weather related events within the corridor this year, along with an increase in support tickets from other solar company clients, our team is working through numerous support requests. As you mention in your statement, our service and support staffing is limited and the management team is currently evaluating additional hires to shorten and reduce service related issues. Additionally, we apologize if our staff communication did not respond accordingly to your requests via email. We will address these concerns with the individuals involved with your case. Please note we provide multiple communication channels to connect with members of our team who seek updates on the progress of a support request. You can connect directly with our support team by calling **************, connecting with us online via chat at www.eaglepointsolar.com during business hours, visiting our ************ office location or connecting with your Solar Energy Consultant directly. You are a valued Eagle Point Solar client and we hope to provide a resolution as quickly as possible.
  
  Regards,
  Eagle Point Solar Team

  Customer Answer

  Date: 08/06/2023

   
  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. I would like to clarify, that the written response did not satisfy the complaint, but they did call me after submitting the complaint and was able to send someone out to fix the problem that same week. It does raise a few other questions. When EaglePoint called, *** mentioned he thought that it was just a failure in the microinverter communicating to the app, not actually a problem of production of energy. I clarified that I am indeed seeing a drop in production. Why wasn't this question asked when I first submitted the ticket, if it was needed for troubleshooting? Why was I told numerous times that they were under communicating with the manufacturer to get warranty parts, if they didn't even know the issue?

  In any case, the original issue is solved.

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

• Initial Complaint

  Date:11/04/2022

  Type:Customer Service 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 started the process to get solar panels installed back in April 2022. It has been one lie after another on install dates and when my system will be going. Currently I have a $98,000 solar array in my back yard and no eta for an electrician to come hook me up. In the mean time Im making a $615 solar loan payment and paying my electric bill which is ranging from $425-$650 per month since August. This company has reimbursed me for three months of solar bill which helps but they continue to give me different dates on an electrician to get here, continually getting a different person to talk to as well as changing their eta on final instal. After the electrician they still have to get the system inspected. Once that is done Ameren of Illinois then has to come and give their final approval which I am told can still be another 2-4 month process. When this all started in April I was told our system would be up and going by July in order to cover my solar loan starting in August. Well we are clearly way outside of that date. This is not good business and is a strain on my household. I need help with some sort of resolution to get my system completed. Thank you.

  

  Business Response

  Date: 11/07/2022

  (11/07/22) ********************** project is taking longer than anticipated due to several unforeseen circumstances. The expectation to be up and going by July was unrealistic and false. Due to the excessive demand for solar in the region and obtaining the necessary local permitting and utility interconnection agreement approvals, the entire process from contract signing to installation has been slower than normal. Eagle Point Solar has been in communication with ******************** with updates along the way - being sent over 40 text messages and has received over 20 phone calls (as logged in our system). It is unfortunate ********************** project is not complete, however, we are in the final stretch of completion. Additional setbacks during the construction process not identified in the complaint is the change in location. During construction, ******************** was physically on site and agreed to moving his ground array to improve constructability and performance. As the project neared completion, ********************** spouse arrived and demanded the array be moved, knowing the location was approved by ********************. Eagle Point Solar lost production time moving the array to a new location, while not charging ******************** for the additional labor to move the array. The remaining electrical work is scheduled for November. We will then submit the completion documents to ****** requesting permission to turn the system on. ******************** has been generously compensated by Eagle Point Solar for his inconvenience due to delays with his project. Eagle Point Solar also paid the ******** **** Aggregator on his behalf. It was also discussed with ******************** that Eagle Point Solar would complete the project and continue helping him through his financial hardship. Additionally, following construction of the array, ********************** solar array was damaged by someone hitting it with some type of vehicle. Eagle Point Solar was notified and replaced the broken parts, again not charging for labor. Its unfortunate that ********************** expectations have not been met, but he can be rest assured we will continue to communicate with him on the status of the project and see it through to completion.