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:01/27/2025

  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.

  I was sold solar panels by them in early 2024. I was told I would pay $145 per month until September 2025 and if the tax credit was applied it would stay the same. They never disclosed that the $145 only partially covers interest until the loan is refinanced for the lower loan amount. It was also never disclosed to me that nothing would be paid to principal during this time. As it stands now when it goes to be “refinanced” my loan amount will be $2000 greater than the original loan amount. They only want to blame the finance company.
  
  I was told it would reduce my electricity bill. When I spoke with them they blamed Demco and said I was using more power than before.
  
  I was told this is how loans work. Was told by the owner they cannot just take them back even though I was sold them under false pretenses and receptive practices.

  Business Response

  Date: 01/27/2025

  Thank you for allowing us the opportunity to address the concerns raised by Mrs. ****** ****** regarding her solar installation project. We take all customer feedback seriously and strive to ensure transparency and understanding throughout our processes.  We would like to clarify the following points regarding Mrs. ******** project and her concerns:
  
  Loan Agreement and Financing:
  We are the construction partners for Mrs. ******** solar project and do not serve as the finance company.
  Mrs. ****** signed a separate agreement with the finance company to secure the loan for her project. While we offer loan products as a payment option for customer convenience, we do not control how the loan is structured or manage its policies.  At the time of signing, we clearly explained how the federal tax credit could be applied to the loan. We also discussed that if the tax credit or additional funds were not applied to the principal, the gross loan amount would re-amortize.
  
  Electricity Bill and System Performance:
  Mrs. ******** solar system was designed to offset 60% of her annual energy usage, as explained to her during the consultation and installation process. This is an annual offset, not a monthly one, which means the benefits are calculated over the course of a year.
  We do not control the utility company’s rates or their buyback policy. Any excess energy generated by her system is credited at a wholesale rate, not a retail rate, as determined by the utility.  Her system was designed to maximize the value of energy produced by prioritizing daytime consumption, reducing the amount of energy sent to the utility at wholesale rates.
  
  Transparency and Communication:
  We explained all aspects of her project, including the financing, energy production, and utility factors, in detail before installation.
  Mrs. ****** completed a video welcome call and signed a comprehensive installation agreement, where these details were clearly outlined and acknowledged by her.  Additionally, Mrs. ****** has requested energy audits, which we have conducted to ensure her system is functioning as expected and meeting the outlined goals.
  
  Allegations of Deceptive Practices:
  We refute any claims of false pretenses or deceptive practices. The details of the loan and solar project were fully disclosed and acknowledged by Mrs. ******.  We remain committed to supporting our customers and are available to provide further clarification or assistance to Mrs. ****** regarding her concerns. However, it is important to emphasize that the financing terms are governed by the finance company, and utility rates and policies are set by the local utility provider.
  We hope this response provides clarity and resolves any misunderstanding. Should further information or documentation be required, we are happy to provide it.

  
  Sincerely, 
  **** *****

  Customer Answer

  Date: 01/27/2025

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

  They were the installer but they also sold me the loan and set the loan terms. As you can see in the screen shots I was told my monthly note would be $145. It was not disclosed that that actual amount due each month is more than that. I was lead to believe the $145 would cover all necessary charges, not cause my loan amount to actually go up. After a year of paying, my loan amount has risen because I was not told this when the payment plan was explained to me.  If this would have been disclosed to me I either would have turned down the sale or would have been applying the whole payment of $210 each month. It absolutely makes no sense to me to tell someone their payment plan due is less than what is due each month.

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

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to address Mrs. ****** ******** concerns regarding her solar installation and financing. We take all feedback seriously and strive for transparency and clarity throughout our processes. Below is our detailed response to the points raised:
  
  1. Monthly Payment and Loan Terms
  During the consultation and sale, it was disclosed to Mrs. ****** that the initial payment amount of $145 was contingent upon her applying the federal tax credit to the loan.  Mrs. ****** also references this conversation in the initial BBB complaint, we did not with hold any information in this respect.   If the credit or additional payments were not applied, the payment amount would adjust accordingly, which she also acknowledges understanding from the sales appointment in the initial BBB complaint.  As part of our onboarding process, Mrs. ****** participated in a video welcome call, during which she verbally and physically acknowledged that she clearly understood the financing and payment terms as they were presented.  Mrs. ****** also signed a comprehensive installation agreement, where these terms were outlined in detail.
  

  2. Loan Agreement and Financing
  I will reiterate we are the construction partners for Mrs. ******’s solar project and do not serve as the finance company.  The financing arrangement, including the loan structure and terms, was signed separately between Mrs. ****** and the finance company. While we offer loan products for convenience, we do not manage or control the loan terms, policies, or re-amortization processes.  At the time of sale, we clearly explained how the federal tax credit should be applied to the loan. It was also communicated that failure to apply the tax credit or additional payments to the loan principal would result in the gross loan amount re-amortizing.

  2. Transparency and Communication
  We refute any claims of deceptive practices or misrepresentation. All details regarding the financing, energy production, and utility factors were explained to Mrs. ****** prior to installation.
  As noted, the video welcome call and installation agreement provided an opportunity for Mrs. ****** to review and confirm her understanding of these terms.
  
  Our Stance on the Dispute
  The loan terms and monthly payments are governed by the finance company, not by us as the construction partner. We have provided Mrs. ****** with all necessary disclosures and documentation, including instructions on how to apply the federal tax credit to maintain the initial payment amount.
  We remain committed to supporting Mrs. ****** with any technical or performance-related concerns regarding her solar system. However, financing-related disputes must be addressed with the finance company directly.
  
  We hope this response provides clarity and resolves any misunderstanding. Should further information or documentation be required, we are happy to provide it.

  
  Sincerely,

  **** *****

• Initial Complaint

  Date:08/28/2024

  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.

  Infenergy solar solutions breach their contract with me. The contract states that if any damages occur to my roof is protected for 10 years and responsible to fix my entire roof. Now the company have been giving me ans my husband the run around for over 2 years stating that they will only fix the roof where the panels is located, and we are responsible for the remaining cost which is over $15,000. Infenergy lied to my husband and I by accusing us of having a old roof, so i called my insurance company Shelter Insurance located in Pineville La and informed them of everything. Shelter denied our claim stating the water damages to my home wasn't caused by mother nature or an old roof the damages was cause by ******** ********** **** ****** ** ********** ** ***** ************. Infenergy have been reported to the Louisiana Attorney General office on 8/28/24 by me and my husband. This company is a fraud and is misusing government funds and is financing consumers through goodleap who just lost a class action lawsuit for everything I'm stating in this complaint in the state of MA

  Business Response

  Date: 09/23/2024

  In Response to the Inquiry made for the Gable project.

   This is the second avenue the customer has used to make a complaint against Infenergy.  I will respond with the same proof and timeline of the issue, showing Infenergy has tried to help this customer with their problem. 

  The claim that Infenergy has breached the contract,  unfortunately, that is not true, and this has been explained to the customer multiple times.  The customer did have a roof leak; however, it was determined that there were leaks in multiple places.  There was ONE that could be associated to the solar, however the rest were in places in the roof with NO solar array. It is not reasonable to think that Infenergy would be responsible for portions of the roof leaking that were not penetrated or used in the installation of the Solar project. 

  Additionally, the customer was NOT requested to pay $15K the customer was requested to cover $5K which was the portion of roof that was NOT used for the solar installation. 

  Infenergy DOES not use government funds, nor have we ever claimed so.  The customer has funding through a third party lender GoodLeap Financial.  
  
  
   As a good faith measure our Service Coordinator determined the best choice of action was the remove the panels and completely redo the roof (NEW roof)  where the panels were installed.  However, the other roof face leaks with no solar are NOT related to the solar installation.  We suggested to the customer that it would be a smart idea, to have those other parts of the roof redone at the same time, to completely solve the issue.  See attached roof quotes.  
  The larger portion of the quote is being covered by Infenergy, however we will not pay for the roof faces that are leaking with NO solar on them.  Asking the customer to cover $5,000 seems like a best-case scenario for the unfortunate situation.  While I empathize with the headache, the roof leaks from the solar installation have been,  in the end this will be solved, and at a minimal out of pocket expense they have a brand-new roof.  
  
  
  See timline of events below relating to this allegation:
  JVB 5/22_ awaiting a call back from mr. ***** / mrs *****. **************_ Said itll be a couple days before they can get over there but they will call before they do. 
  
  
   JVB 5/21_ The batts were at 99% life while on site this morning. There was an error, enphase reports its because of an update running. **batt dc switches shut off, monitoring left on.
  
  
   JVB 5/20_ A letter was emailed to the HO email asking for a decision to move forward with the roof repair. **Response needed by the 24th. ******** stated "do what you gotta do."; reaching out to ***** to sch. **Texted ***** back to accept the partial roof repair. ************ JVB 5/15_ Nich getting an agreement together to send to the HO. BP
  
  
   5/15/24 - HO called today to express he doesn't feel he is responsible for paying any additional money to replace the roof . He is very concerned about the panels laying in his yard along with the inverters . He would like someone to call him back
  
  
   JVB 5/6_ HO was told the the whole roof needs changed, but Infenergy will only pay for the solar planes only. The remaining $5,750.00 will need to be paid by the HO. **HO stated he needs to look at his contract, he believes were responsible. **Going with ***** Roofing. 
  
  
   JVB 4/30_ The last 2 roofing contractors should have the quotes back to me by the end of the week. **JVB will pick the lowest quote and address the customer with how we can move forward.
  
  
   JVB 4/10_ During the storms today, the HO found 3 active leaks still after our services. **the getting a solar planes only and a full roof quote. **PV detach sch. for 4/17. 
  
  
   JVB 3/25_This job needs rescheduled to test for leaks. Only photos were taken. **sch for 4/1 with ****** and ****** 
  
  
   JVB 3/22_ After speaking with ***** ****** (Husband) it sounds like there may still be an active leak.
  
  
   JVB 3/21_ has this sheetrock damage been repaired from the leak yet? **Call customer, get photos.
  
  *I have also attached the customers install agreement and highlighted the area related to the roof leaks, showing our warranty on the matter.  

• Initial Complaint

  Date:08/15/2023

  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.

  We purchased solar panels from this company and honestly the whole experience has been a mess. They had our loan set to start taking payments in July, however our system is not functioning yet and is not powering our home. We were told there would be not payments until the system was operational. I reached out requesting a refund for the two payments that were taken out in July and was told they had everything they needed and that the refund was being processed. A whole month went by and we still did not have our refunds. We were then told the checks only get mailed on the 15 and 30 of the month so they would be mailed then. It is now halfway through August and we still don’t have the two refunds from July. We had another payment taken out at the beginning of August and I reached out about getting a refund and provided the proof of the payment and no one is getting back to me or acknowledging the request. All I want is our refunds for the payments that we’re made towards a system that is not functional. I have contacted every contact that I have and they are radio silent which is very concerning! I have email chains and all documentation needed for proof of these conversations and confirmations of refunds!

• Initial Complaint

  Date:12/16/2022

  Type:Billing 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.

  In December of 2021 a company came to my door to solicit Solar Panels ,
  The sales person was very insistent that I need to purchase solar panels that would lower my electric bill, because of a government program.
  I was encouraged to accept a very attractive personal loan for $23,0000 to cover the cost of the panels.
  When I mentioned to Ken R the sales person that I do not carry home owners insurance, which was required by the loan documents, he assured me that that wasn't a problem, and I should continue to making the computer application, which he was assisted me with.
  Several weeks later I began calling the phone number that was on his business card, the response I received was " the mailbox is full".
  I did send emails to the bank "Dividend financial, who instructed me to call Infenergy.
  After much frustration, I sent a certified letter to Infenergy stating my intent to cancel all contracts with them.
  Currently they are billing me a cancellation fee of $950.00, which I feel is unfair.
  

  Business Response

  Date: 01/26/2023

  Business Response /* (1000, 5, 2022/12/29) */
  We at Infenergy are sorry Ms. ******* was not satisfied with her contract to purchase solar panels from our company. On the first page of her contract in the second paragraph there is a message if you do not cancel within the three day window you will be charged 10 percent of your project for the work that has been completed. We are not trying to be unfair just recoop our loses.