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Business Profile

Solar Energy Product Services

Joule Energy

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Solar Energy Product Services.

Complaints

Customer Complaints Summary

  • 10 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:12/04/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Joule has always been difficult to get in touch with in order to file warranty claims. Emails went unanswered for months, they never answered the phones, their voicemail was full so you couldn't leave messages. In 2022 I was able to get in touch with someone at Joule and schedule removal and reinstallation so my roof could be repaired, and at that time they also provided warranty work for many panels which has been out of service for months. However, a few months after this, another panel dropped off the system and I've never been able to get in touch with them since that time.I was contacted in the last week of November by a competitor in town who stated that they were taking over service work for Joule's customers because they were exiting the residential market. However, I was informed that Joule is still a going concern but that they are focusing on commercial projects. As far as I know, no formal agreement was made to transfer warranties to this competitor, and so Joule should be responsible for honoring its warranties.

    Customer Answer

    Date: 12/25/2023

    Better Business Bureau:

    At this time, I have not been contacted by Joule Energy regarding complaint ID ********.

    Regards,

    *************************

  • Initial Complaint

    Date:10/20/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Joule Solar Energy is not responding to numerous forms of correspondence regarding solar panels that do not work. Last month our electric bill was $757 - totally unacceptable for a house with 33 solar panels. From September, 2019 - February, 2021 there was NO PRODUCTION - panels were not working. And since August 3, 2023, they have not been working again - NO PRODUCTION. Our contract states a guarantee of production, so they are definitely in breach of contract. Phone calls, emails and a letter have yielded no response. In August, 2022, we had to replace our roof due to Hurricane *** Damage, and Joule charged us $3,000 to remove the panels, and another $3,000 to put them onto the new roof. At that time, it was noted that one panel was not working. To quote from the last e-mail I received: "It does appear that you have one optimizer out, which affects the production of one panel. I will submit it to the manufacturer for replacement under warranty. I expect it to be approved but the process can take up to 5-6 weeks. We will send the crew by to install it once we receive the replacement unit. " it's been over a year since we have heard from them, and I have repeatedly called and emailed with no response. The phone's voicemail box is full, so I can't even leave messages anymore. We have paid our solar panel loan every month since installation in 2015 in good faith, but have nothing to show for it.

    Customer Answer

    Date: 11/09/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Joule Energy regarding complaint ID ********.

    Regards,

    *************************

  • Initial Complaint

    Date:09/18/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Payed for services in full to remove and replace solar panels after hurricane ***. The work has been payed in full. They took 2 months to return to replace the panels, and they installed them wrong and put holes in ******* causing water damage. The company does not answer phone calls or respond to emails. Instead can not get them to finish the job I payed for nearly 4 months ago now.

    Customer Answer

    Date: 10/11/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Joule Energy regarding complaint ID ********.

    Regards,

    *******************************

  • Initial Complaint

    Date:09/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 have 54 solar panels that were installed by Joule Energy and are guaranteed for 20 years. They stopped working 2 months ago. Ive been calling them and emailing them for service. No response. Ive even emailed the *** multiple times. I need my solar panels fixed!

    Customer Answer

    Date: 10/03/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Joule Energy regarding complaint ID ********. I have contacted them via every email address I have; I have called them. I have sent them the photos of the corroded and cracked panels. I can send you the photos if that will help ( I have to convert the file). I have provided information that shows my panels are not working. Thank you for your efforts on my behalf. 

    Regards,

    *****************

  • Initial Complaint

    Date:07/13/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    need service/maintanence

    Customer Answer

    Date: 08/02/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Joule Energy regarding complaint ID ********.

    Regards,

    *****************************

  • Initial Complaint

    Date:06/26/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Solar panels arent working. No one answers the phone. Mailbox is full. This is a sham business and something needs to be done about it. Every single time Ive had problems with panels, I get the same run around.

  • Initial Complaint

    Date:05/03/2023

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Our solar panels were purchased through Joule Energy and still under warranty after months of trying to get them to respond to calls and emails they sent out a service man to to see what was wrong with our solar system the inverter was bad he ordered a new one and it came into the warehouse in March they have called me several times to say they would come out to install and have yet to show up I can no longer phone them because the mail box is full. I email them at least once or twice a day. We just want them to replace the inverter and be done with it.

    Customer Answer

    Date: 05/23/2023

    At this time, I have been contacted directly by Joule Energy regarding complaint ID ********, however my complaint has NOT been resolved because:

    [Your Answer Here]

    In order for the BBB to appropriately process your response, you MUST answer the question above.

    Sincerely,

    ***************************

  • Initial Complaint

    Date:04/28/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    Due to Hurricane ***, I needed my solar panel system removed in order to replace my roof. On September 20, 2021 I spoke with Joule and was told that I was no longer a customer of ****************** but my contract was given to Solar O&M and they were responsible for taking my panels down. I disagreed with this as I was not leasing the panels but I paid in full to Joule for the system. *********************** from Joule insisted that I needed to ************* O&M to remove the panels. I then contacted ****************** at Solar O&M and he stated that they were responsible to remove and store the panels. Solar O&M came out and removed the panels and I paid $1800 for their service. Mr. ******* told me that they would be storing my system at the Joule warehouse until my roof was completed. When I reached out to Mr. ******** he stated that I needed to contact Solar Alternatives for them to pick up my system from Joule and install the panels back on my house. When Solar Alternatives went to Joule and requested my system, they were given a subpar system that actually belonged to another customer with my last name. Neither I nor Solar Alternatives were aware that this system was not mine and they installed it on my new roof. After the installation, Solar Alternatives realized Joule gave them the wrong system and did not give them all my panels as 10 panels were missing. Another visit to Joule by Solar Alternatives discovered the missing panels with my name on them but they were destroyed and unusable. Joule also gave them the wrong inverter to run the system. At this point, I owe $8950 to Solar Alternatives for installing a subpar system, buying 10 new panels due to the originals being broken and a additional invertor to run the subpar system. I went to Joule and spoke with the owner *************************** because he stopped accepting calls from Solar Alternatives. He stated he would investigate the situation and make me whole (see text messages). At this point, ****** stopped answering my calls and texts requesting a resolution.

    Customer Answer

    Date: 04/28/2023

    My address is ******************************************;

    ***********, ** 70124

    Customer Answer

    Date: 05/20/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Joule Energy regarding complaint ID ********.

    Regards,

    *********************************

  • Initial Complaint

    Date:01/19/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 am trying to reach a good phone number where I can get a contact person dealing with my residential solar panels re-installation since my last contact at Joule, ******************* no longer works at Joule Energy . No one answers my text messages or Joule Energy customer service phone! Please respond.

    Customer Answer

    Date: 02/09/2023

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by Joule Energy regarding complaint ID ********.

    Regards,

    ******************************

Joule Energy is NOT a BBB Accredited Business.

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