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:02/06/2025

  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.

  The discussion ans application process began back on June 24th 2023. ***** ****** from SolQ set up a zoom conference to sell us a pitch about solar panels. During this conversation one of the key points was a 30 percent tax credit which would be refund on our tax return. He quoted us an amount of ***** we would get back which we could apply to the loan to avoid a higher payment or use for other things. We agreed to these terms and signed the contract unaware that wasn't how it worked. The project itself took several months to get up and going for various reasons. We were not happy with the lack communication with *****, as if it didn't involve us submitting information, it was very difficult to contact him to find out what was going on. I nearly canceled the project on more than one occasion. After July 3 and submitting all our information, we didn't hear from anyone until Aug 9 about the site visit there were issues with taking our tree down in December which took more time so the installation didn't start until March. SolQ did cover the first 3 payments which started in May. So we started making payments in August 2024. We had the information to file for the tax credit and found out when we submit our taxes that the tax credit in question was something that is non refundable and goes toward tax liability so we wouldn't be getting ***** back on taxes like it was originally explained by ***** ******. When we called SolQ and spoke to *** and later ***** they attempted to resolve the issue but we didn't find the resolution acceptable. ***** was wanting to speak with our tax professional and when I explained what ***** said to us he didn't seem to believe us at all.

  Business Response

  Date: 02/10/2025

  ****,
  Thank you for reaching out and sharing your concerns regarding your solar installation experience. We understand that this situation has been frustrating for you, and we truly appreciate the time you've taken to express your concerns.
  We sincerely apologize for any miscommunication regarding the federal tax credit and the delays throughout the installation process. While the tax credit is a valuable incentive, it is indeed applied toward tax liability rather than being a direct refund, and we regret any misunderstanding regarding its application.
  We also acknowledge your concerns regarding communication throughout the process and apologize if our responsiveness did not meet your expectations. We are always striving to improve our customer experience, and your feedback is invaluable in helping us do so.
  While we are unable to fulfill your request for a full reimbursement, system removal, and loan cancellation, we want to work with you toward a resolution. If you would be open to discussing alternative options, we would be happy to explore those with you.

  Customer Answer

  Date: 02/13/2025

  If SolQ is unwilling to fulfill this request which i know is within their means to do so, the alternative would be the amount of ****** which was the amount promised by ***** ****** during our zoom meeting. 

  Business Response

  Date: 02/20/2025

  Thank you for your response. We appreciate the opportunity to continue working toward a resolution that supports you.
  We understand your disappointment regarding the tax credit and sincerely regret any misunderstanding about how it applies. While we are unable to fulfill your request for the $15,000, we do want to assist in a way that helps ease the financial impact.
  To support you, we are willing to cover the increased monthly loan difference in payment for the next 12 months. This will allow you the opportunity to file your taxes for this year and determine how much of the tax credit can be applied to your liability. Our goal is to help make this situation more manageable for you, and we hope this solution provides some relief.
  Please let us know if this arrangement works for you, and we will coordinate the details accordingly.
  

  Customer Answer

  Date: 02/25/2025

  Good afternoon, 

  Thank you for the response. Unfortunately what you are proposing is unacceptable for us. We have consulted with our tax professional and what you are proposing has no benefit for either of us. Our taxes have already been filed and we don't really have much of a tax liability. As we stated before. ***** ****** was very specific in this amount of ***** that would be added to our tax refund. He said some customers use the amount to pay toward the loan to prevent the reamortization to keep the payment the same amount or use this toward other obligations. He told us he paid off his car when he got his refund. This was not a misunderstanding he gave us a specific amount and that was not true, he avoided several questions when we asked about the progress and was generally unreliable. I would highly suggest to contact ***** and ask him yourself about what he said. Because of the added stress. We are expecting monetary compensation at this point along with a full year of payments due to your agents dishonesty

• Initial Complaint

  Date:08/08/2024

  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.

  I purchased a residential solar system for my house on September of 2022. It was installed in October by ****** Electric. Everything worked good until May 1st 2024. My system quit communicating with my phone app from SolarEdge. I have contacted ********* and their chat told me to contact the supplier. I contacted ****** Electric by text, email, and phone. Nothing happens; they rarely call back or do any form of contact. I call the number for SolQ and get a voicemail. I leave a message and they do not respond. I also left a chat/text and they dont respond. Are they even in bed anymore. My system is under warranty, but get no help. I cant monitor my system.

  Business Response

  Date: 08/08/2024

  Hi *******, I apologize for the lack of response.  Our phone number changed since your installation was completed to **************.  I will personally give you a call today to help get this fixed.  

  Customer Answer

  Date: 08/08/2024

   
  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,
  
  *********************