Complaints

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• Initial Complaint

  Date:09/04/2024

  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.

  I had a solar package installed 8/24/22 , however since winter of 2022 the system will not work properly whenever Idaho power goes out. Our system will not switch to solar. The master electrician subcontracted EEG to replace the motherboard on the inverter is from ********************** , **** , he has been here 3 times, solar edge sent the wrong parts. I have been waiting since may of this year for the replacement parts to be installed. Now the owner **** ****** of *** , says he won't do anything until power outage so they can see the problem. He says today Good luck. I just want my system fixed, or taken off my property. This company is a joke, selling an expensive product that doesn't supply the power they promised and won't work when Idaho power fails. I can't be the only one complaining. Also, my building permit was paid by **** ****** , but black diamond electrical is on the permit with ************ and they installed the system. Please help me

  Business Response

  Date: 10/07/2024

  Hello Vanessa,
  I appreciate you reaching out to us for our side of the story regarding the solar installation for D. Miran. I have provided all of the details below for your reference.
  EEG and Black Diamond partnered to complete this installation. EEG is the building contractor (RCE-48499) and Black Diamond is the Electrical contractor (047594). Electrical permit# WEB2204-01291 through the Division of Building Safety and Building permit# 2022-122 through Boise County were both finaled and Idaho Power installed the net meter on 08/22/2022. This allowed the system to be turned on and operational. I am happy to provide documentation if needed.
  The system is a 6.4kW Solar Installation with a 10kW battery back up in Garden Valley, ID. It first started experiencing problems during Idaho power outages in 2023. We sent out our journeyman to complete a system check. The journeyman did a walkthrough of the system and saw no errors. He proceeded to call SolarEdge (the inverter and battery manufacturer) to create a case. SolarEdge technicians looked through the system monitoring and alerts while the journeyman was on site confirming a surge issue on Idaho Powers side during the outage. We preformed a simulated outage with no issues and were told the issue was resolved.
  During an additional outage the system had issues with battery back up. At this point we sent Black Diamond out to get a second set of eyes on the project and verify if any issues were present. We were given very similar information from the SolarEdge technicians and told the issue was resolved after testing and checking system components.
  With continued issues during outages a case remained open with SolarEdge although they refused to send any warranty parts without further information on times, dates and performance issue details. While trying to provide these by working with the homeowner, our team was repeatedly yelled at and verbally abused. We continued to work with SolarEdge requesting for a higher tier technician to be involved. EEG suggested that he (the homeowner) call SolarEdge directly as they often are more accommodating to the homeowner. He did so and was told a replacement would be sent.
  The homeowner requested that our company be excluded in the replacement part delivery and that it be sent directly to him. After several weeks, the homeowner asked why we were not coming out to do the work. We explained to him that without involvement in the delivery we had no way of knowing it had arrived and began the scheduling process. Our technician went out and replaced the part, explaining to the homeowner that in his opinion this part may not solve the problem. Replacement was completed, warranty items were returned and the process was done.
  The homeowner continues to demand a new part (the one our technician mentioned), which is not a part that is warrantied without issue. Since the replacement part was installed, the system has shown no errors and SolarEdge will not send a new part for a system that is working. Paul, the owner of EEG, explained this to him and offered to install the other part if the homeowner wanted to purchase it. He refused. As of today, 10/2/2024, the system shows no errors and no alerts since the replacement was completed.
  During this process, EEG has been responsive, polite and courteous. We have responded same day, and scheduled visits and checks within an appropriate time line for a solar company, each being within 1- 2 weeks depending on weather. The team has received nothing but angry text messages, phone calls and voicemails since this system began having problems.  Voicemails as early as 4am and 5am demanding answers, text messages containing constant threats of litigation and bad word of mouth. We repeatedly requested appropriate language and a stop to the threats as we continued to work with him and for him on this system. After many phone conversations and system checks the homeowner continued to threaten us, we gave him our legal teams information for further contact.
  EEG
  1. Pulled appropriate permits and had those permits finaled
  2. Repeatedly showed up to perform fixes to the system at no charge to the homeowner
  3. Responded to texts, phone calls and voicemails same day or next business day
  4. Remained courteous and polite
  5. Worked with the manufacturers on the homeowners behalf
  While we sympathize with the customer that the system has had issues, we have done nothing wrong. EEG and Black Diamond have shown up continuously to manage and maintain it.