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:03/07/2025

  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.

  Genesis Solar installed our panels using a sub contractors around April of 2024. After the installation, the roof was leaking, and we reached out per our agreement contract that they will come fix it. After 4 attempts to fix the issue, they made it worst and could not fix the issue. Along with this issue, 13 panels are not operating properly and per contract we should have a 19.6 kW system size, but the system is only operating at 16 kW. The full price of installation was $62,000, and we fully paid the price.
  
  After several attempts trying to get Genesis to find a solution, they instead cut off communications and never heard from them again. We got in contact with a lawyer to send a demand letter and they blocked all communications after trying to reach out to them. It’s been 7 months and they refuse to honor their contract agreement and their obligation to fix the leaking roof and to give us our correct system size to what we paid for. We got a third party to come inspect the roof without voiding the warranty and he stated that it was faulty installation and the roof is compromised.
  
  We asked for them to complete the installation of changing the mounts to flashers and nobody came out and we asked them to fix the 13 non operational panels and nobody came out.

  Business Response

  Date: 03/25/2025

  We have made attempts to communicate with the customer but have encountered a language barrier preventing effective communication. Our Customer Service Manager reached out to the customer's son for assistance but was informed that they have legal representation.
  At this point, our attorney has received the demand letter and will handle all further communication with their attorney. Once it is confirmed that the roof leak is directly related to the solar panel installation, we will work toward a resolution and determine the best path forward for the customer.
  
  

  Customer Answer

  Date: 04/04/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  No Language Barrier:
  There was never a language barrier throughout the installation or the ongoing communication. I personally handled the entire installation process from start to finish and have communicated with the company clearly and consistently in English. To claim otherwise is false and appears to be an excuse to avoid responsibility.
  
  No Contact Made – They Blocked Me:
  Contrary to their claim that they “attempted to communicate,” the company actually blocked my phone number and has refused to answer my calls or return any messages after their failed attempts to rememdy the issue. I made every reasonable effort to resolve this directly, and their response was to ghost me completely. I reached out on Facebook and they have also blocked me on Facebook after I left a review on what was going on. I have tried to contact them through Facebook and it seems they either have blocked me or made their Facebook private. I have sent some pictures to support my claim and their actions. Through the text messages and phone calls, they repeatedly kept saying they have a game plan, but never told me what that game plan was and eventually blocked our number and never attempted to communication thereafter and we unfortunately had to get a lawyer to request a demand letter that they uphold their end of their contractual obligations.
  
  No Contact with My Attorney:
  The company stated that their attorney has received a demand letter and is in contact with my legal representation. This is also false. I confirmed with my attorney that they have not received any communication from the company or their legal team. I have sent a snippet of my lawyer confirming that they never recieved any communication with them or their lawyer to remedy the issue.
  
  Roof Leak Caused by Installation:
  The roof leak appeared only after the solar panel installation, and it is located directly under the area where panels were installed. I have documented this with photos and am willing to provide evidence. The company is avoiding us instead of taking appropriate responsibility.
  
  This has gone beyond poor customer service — the company is now actively misleading a consumer protection agency. I am still open to resolving this professionally, but their current behavior is unacceptable, and we did not want to go to ligitation and would rather solve this professionally, but because of their actions we had to get a lawyer involve to get them to respond. Even with the demand letter, they have not responded or communicated with me or my lawyer and chose to block my number. Their lawyer has not responded or reached out either, which I believe the company is misleading the consumer protection agency.
  
  
  Sincerely,
  
  
  
  ******** ***

  Business Response

  Date: 04/18/2025

  Thank you for your message. Please know that it is never our intention to make any customer feel unheard or dismissed—we take your concerns very seriously. I want to reassure you that we would never block a customer's call, as that goes against our values and business ethics.
  To help move toward a resolution, we’ve contacted our attorney and have asked that he reach out to your legal representative directly. Our goal is to address your concerns in a respectful and constructive manner.
  It does appear that there may have been some miscommunication, possibly stemming from the fact that the contract was signed under your father’s name, ** **** on April 23, 2024. According to our records, the total system price was $59,360.00. We’re also showing that the project received Permission to Operate (PTO) on July 23, 2024, which means your project was completed within a three-month timeframe—from start to finish.
  We truly value your business and want to ensure all concerns are clarified. We are committed to working with you toward a positive outcome and are here to support you through the process.
  

• Initial Complaint

  Date:02/14/2025

  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.

  Genesis solar power installed my solar panels in November of 2024. They were supposed to handle the IL Shines 20% credit. They did not do anything to help me get the money. They also did not tell me that I was supposed to turn on my panels. I was billed for my panels and power and for 10 weeks my panels were not on and did not produce any power. They were negligent from day one with my project. They don't respond to calls. They don't care about anyone. All they care about is taking money. They also did a bad install with 2 conduits which is ugly and unnecessary.

  Business Response

  Date: 03/03/2025

  Hello, we have spoken to **** ****** on multiple occasions including after-hours, weekends and scheduled meetings. We offered to cover 2 months of Solar payments for the confusion of the customer not turning on her system once granted PTO as a good faith payment. Customer rejected compensation. 

• Initial Complaint

  Date:01/04/2025

  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.

  Multiple contract breaches most importantly installing a solar panel system WITHOUT A PERMIT. Second is selling one high cost inverter, and installing substandard lower cost inverters instead for a system reduction of 24%, and a substantial price difference. Now on 8 MONTHS since signing the contract, 4 MONTHS since install and no functioning system. ******* refuses to call us, we have to call him. He'll promise the moon, but no results of the promises made. We have disputed with the finance company since we do not have a functioning system. The contract states section 19, in reguards to section 4 a timeline of 30-120 days up to 180 days, after customer may terminate the contract with written notice for incomplete job, which we did on November 8, 2024, we're at 235 DAYS since signing, well past 180 days. Their claim of rectifying the permit was done 90 DAYS AFTER the install! We seek NO money, only removal of the system and repair of our brand new home roof, as we wish to never do business with them for their poor business practices.

  Business Response

  Date: 01/09/2025

  Genesis Solar has been in communication with *** ****** ******** on several occasions regarding this matter, including CEO *******. *** ******** agreed to the microinverter installation on his interconnection agreement with the utility company. *** ******** did indeed contact Genesis on 11/8/2024 with a request to cancel, but on 11/19/2024 he agreed to allow Genesis Solar Power to move forward with his project. Additionally, *** ******** sent an email to ************ (Utility Company) on 11/19/24 informing them he would like to move forward with his application for permission to operate and to please reopen his application with Genesis Solar Power (Attached). Genesis is amenable to work to a resolution so he can enjoy his Solar System but unfortunately have been unsuccessful.
  

  Business Response

  Date: 01/23/2025

  Hello, we have been in communication with the finance company and turned in documentation providing, communication with customer, emails from the utility company of the customer reopening his project with the utility company (this was also uploaded to former complaints on this file with BBB). Inspections have been passed on *** ********'s projects and we recently received approval from his utility company for his meter swap and Permission to operate his system in the next 10-20 business days. We are committed to completing the customer's project, but the customer is causing delays in movement. 

  Customer Answer

  Date: 01/23/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  You say that we are not cooperating. We have multiple signatures for permission to operate over multiple months.  We have expressed our issues and frustrations along the 9 months of poor customer service from you.  We are the customer, not the business. It's sad that we have to do your job, and hold you to account. Your reviews are fake, your business practices are very questionable, so much that when you search out solar company scams, everything you're doing is a highlighted indicator of scam practices. 

  When did Genesis Solar notify us about the missing permit? They didn't. The installer did October 18, 2.5 months later after the install. 

  When did Genesis Solar notify us about the inverter swap? They didn't. AEP Texas Power did December 2, 3 months later after the install. 

  When did Genesis solar reach out to the city and pay the fine? They didn't. We talked with the city, and no fine was assessed, so nothing paid. 

  So we have a forced install on the house that Will Power Solar has admitted that you directed them to install it, without a permit, so you could get paid by the finance company. That's financial fraud for monetary gain.

  You bait and switched the inverters and hoped you didn't get caught. That's also financial fraud for monetary gain. 

  You lied to the finance company about paying a fine, that doesn't exist. Thats fraud.  

  If you have such proof, please feel free to share. 

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

• Initial Complaint

  Date:10/16/2024

  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.

  We entered into a solar project with Genesis Solar May 14, 2024. Install finally happened Friday, August 30, 2024, after original date of August 29, 2024 never happened because install individuals were having vehicle issues. The product was delivered August 28, 2024, so I ended up taking 3 unpaid days off, 2 weeks into a brand new job, for the delivery, missed install, and the rescheduled install. The install was complete August 30, 2024. As of Monday October 14, 2024, the solar system has not been turned on or connected to the electrical grid, which is 5 months, from the original contract date.
  
  The company is listed as Genesis Solar Power **** ********** ** Topeka, KS 66614 ***** ********, but also appears as *********, and maybe ********* ***** at the same address **** ********** ** Topeka, KS 66614, with other telephone numbers attached, all which aren't answered. Texas power AEP has reached out to get information to connect the system, however, we are the consumer, and not the installer, so cannot assist. We are needing Genesis Solar to finalize the information to Texas AEP so it can be turned on and be generating power. The whole process has been missed appointments, little or no communication, until someone outside the company reaches out for needed information.

  Business Response

  Date: 11/13/2024

  Hello, my apologies for the delay in response. Customers project was delayed due to the customer having an open building permit on their home from their building contractor. We needed the customer to get the contractor to close the permit before we were able to apply for ours to start installation. Currently we are getting the customer scheduled for inspections and pending a date from the AHJ. Once inspections have passed, we will have the utility company grant permission to operate the system and assist the customer with turning on his system. 

  Business Response

  Date: 01/20/2025

  We are happy to assist the customer with moving forward to turn on his system, but customer has refused to sign his permission to operation document. Customer was offered 3 months of Solar payments from Genesis Solar Power and an additional 3 months of Solar payments from ****** *** and customer still refused to move forward. Owner has spoken to customer several times offering answers to his concerns. 

  Customer Answer

  Date: 01/20/2025

  So many lies. The system permission to operate has been signed multiple times. The original August was for the 10.2kW system in the signed contract. The second in December was for the substandard 7.68kW system because of the substandard inverters installed, a breach from the signed contract. The offer is only to pay an insignificant amount of a solar loan. The cost difference between the 2 types of inverters is $1600 retail. The install of the system was done without a permit. We've attached both of the signed permission to operate, the original signed contract, and a copy of the original letterhead from AEP Texas of the same permission to operate.

  We are the homeowners.We put our trust in this company to be ethical in their business practices. We made a bad choice.

  Here's where they are not ethical. They installed the system without pulling a permit. The permit was pulled 3 months later in November. That is not to state and local building practices. Once the system is installed, they receive payment from the lenders, which starts the loan payments for the homeowners. This is financial fraud. If they were ethical, they would have waited until all permits were pulled before installing the system. They did it to get paid quicker.

  They changed and installed the inverters without telling us, AEP Texas first notified us of the power output discrepancy and inverter change in December, not Genesis Solar, prior to the install, until after they were called out by AEP Texas Power. 

  I would like to see the information where they said they paid the city fines. We spoke to the city and no such fines were placed against Genesis Solar by the city. Where is the proof that we have not signed the Permission to Operate? We've supplied 2 copies of the signed PTO. Where's the communication before the install date of the inverter change, that's not on the signed contract?  We've attached the screenshot of the email from AEP about the inverter and power change from December.

  A verbal agreement from William for anything is worth nothing, all empty promises.