Complaints

This profile includes complaints for PosiGen, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  PosiGen, Inc.

  145 James Dr E Ste 300 Saint Rose, LA 70087-4006

  
• 

  PosiGen

  345 Huntington Tpke Bridgeport, CT 06610-1480

  
• 

  PosiGen, Inc.

  PO Box 4387 Portland, OR 97208-4387

• 

  PosiGen Green Grants

  6939 South Choctaw Drive Baton Rouge, LA 70806

• 

  PosiGen, Inc.

  Po Box 4387 Portland,or, OR 97208

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:09/16/2022

  Type:Customer Service 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.

  Signed contract for new roof (March 2022)No further contact til I reach out in June 2022 ( website states 2 weeks til a new roof)Reached out because my home owners' insurance was going to cancel my policy if this was not completed. After two weeks of begging for a letter stating a time frame for replacement for my insurance company, I received a letter stating installation of July *****. No further contact til July 12 when I called them to see when they were coming, was told I was not on the schedule. Directors of roofing got involved and was told roofers would be there Thursday (July 14th). Despite multiple calls and texts, ******* did not show up until 5:26pm on Friday the 15th. Roofing and wiring was completed by July 19th. Received follow up call to go over final details of new roof. The rep did not know anything (thought I got new panels, not a new roof; didn't know how I would get these fixed if I had issues; tried to discuss, billing didn't know the company I was financing through) Specifically asked if I would be charge for August payment from previous panel lease, I was told no. On August 10th, $79.99 was drafted from my bank account. Call customer service (CS), cancelled auto pay request refund, never refunded had to dispute with my bank. Received text message reminding me of outstanding bill. Called CS, statements are sent automatically, no word on reversing charges. Received bill for September, called CS. "Please stop charging me. I no longer have this product." "Will get with our documents department." Today, additional text regarding past due bill, called CS, asked to speak with ***********************. Not in, no help to get this resolved other than Acct Mgr will call you. Also, frustrated as my panels did not work the last 50 out of 65 days, and no one contacted us (resulting in a $511 electric bill) refused to refund despite contact for maintenance of alert was never completed.

  

  Business Response

  Date: 09/17/2022

  Ms. ******,

   

  I have reviewed your recorded call to our company and would like to apologize for the agents lack of knowledge and understanding to your issues.   We used a third party billing system in ******** **. and the billing never got shut off.  ******* our Director of Collections will be reaching out first thing Monday to loop you in. Please disregard the invoice you received.  

   

  I am very sorry for the experience with the agent and can assure you will bill provide better training and coaching for this person.  

   

  Thank you,

   

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

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

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

   

• Initial Complaint

  Date:09/06/2022

  Type:Customer Service 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.

  This problem have occurred since 2019 I have been calling this company passenger putting complaints with them and with Entergy I'm in contract with passenger and I have been paying them every month $80 and I have been paying I'm still paying I also pay $200 to $300 a month to Entergy a representative from Passenger told me that my panels are not connected to the box so I can get the proper reading I have been calling putting in complaints to passenger and Entergy the lady told me that they going to send someone out in which they did and the guy from Passenger told me I'm missing seven panels and I wasn't hooked up I spoke with two supervisors and a manager from this company which they are in breach of contract because they have not been giving me my service that I have been paying on for years service I spoke with the supervisor and she told me they will credit me $20 a month that I need to pay for 2 years but they are not going to give me my money back I don't see why is that fair because I have not been getting proper reading from the panels and plus all the panels wasn't on my home please help

  

  Business Response

  Date: 09/08/2022

  Tyrlyn Galathe,

   

  I am so glad you reach out.  I know you are very frustrated. As you know the cell companies have shut down all 3G communication which means your system is no longer communicating to our monitoring platform. This does not mean your system is not working its just not communicating.  Copied here is head of our tech support. He will be reaching out tomorrow.  

  We will escalate your issue right away. Thank you again our customers matter.  

  Thanks,

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

• Initial Complaint

  Date:08/25/2022

  Type:Customer Service 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.

  It started in December 2021 with installing Solar panels on our house. The install already starts with a nightmare! We had high voltage cable wire tied to our telephone cable. We had the first water coming into our house in January 2022. They checked and yes the panels were incorrect installed. We need a new roof. It was replaced by the company in May 2022. *************** no name just looked like some illegal immigrants. So much damage was created, but fine!!! We thought PosiGen fixed everything.We failed first town inspection, wrong wires, wrong layout etc. July comes with a heavy rain storm, and we have water poor into our house. Now it is getting harder to get a response from PosiGen. They came out and sure enough we need another roof. When the panels got removed we noticed the panels were halfway only clued to the shingles, just a few screws were found. This would be a big disaster if the panels fell of the roof.We got a new roof installed now with damages on my windows, only half of the roof is shingled! The list is endless We failed second inspection with the Town!!! Need new layout!!!! My kitchen, attic, porch destroyed from water. Now the company tells me everything is fine and correct installed, but the town inspector failed it!!!! To make matters worse, the second roofing company used a fake company name. We asked for a portable toilet, but was not provided on our property. My 15 year old daughter opened the shades, and saw a roofer peeing into a water bottle!! With no remorse!! He just waived at her.I received an email on August 22nd, with an offer to cancel the lease agreement, money Offer for damage in the house. The ending of this agreement said with signing this agreement you cant talk about this matter anymore!!!! I only could include 1 photo of 4 failed inspections, but my documentation is endless!!!!

  

  Business Response

  Date: 08/27/2022

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

   

  I apologize for an inconvenience we have caused.  I have forwarded this complaint to head of our Operations Field Services.  They will be in contact Monday to help with resolution.

   

  My direct email is *********************************** if you need assistance prior.  Thank you for reaching out.

   

  Thanks for you patience.  

   

  *********************;

  Customer Answer

  Date: 09/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  
    The response from ******************* stated that someone from the ****** field OP will contact us by Monday. Today is Thursday, and nobody contacted us. I didnt had any hope, because this person was in contact with us since July! Since mid August nobody from Posigen responds to our emails or phone calls. 
  

  

  Business Response

  Date: 09/02/2022

  **************,

   

  We have responded to you.  We have emails and plenty of text on file from you and we have been very responsive. The last communication on record was March 23, 2022 in which you spoke to head of operations *******************. Please see your email.  You are very aware and there has been a ton of correspondence to align expectation.  Our legal team will be in touch.

   

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

   

  Customer Answer

  Date: 09/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  
    I dont accept Mrs. ******** response! I dont know if she is aware of the situation or avoids the complaint? ******************* is talking about March 2022. That is where the disaster started, and it escalated in August! We reached out several times to **** your Field operation manager without any response back. ******************* talked about *******************, he is not even handling  CT anymore. He got transferred to ************* in June. ******************* has totally avoided our complaint!! Either she has no conversation with the staff in **, or she does this on purpose? The Vice President told us the roof is inspected, and correct installed.

  We have proof from the Town inspector that the roof failed inspection! We had another roofing company coming out, and even they said wrong material is used and not safe. I dont even included all the failed inspections for your Solar install. We have 3 failed inspections for the Solar panel install. The roof got installed from a company hired by you!!!!! Your Vice President cant recall the roofing companies name??? The ************** contacted ***************************** **, and he stated we dont have any names, addresses of this companies??? Now I am questioning do they have a license?? SSN and how do they get paid by you???

  So I dont understand why are you talking about March? *******************!!! I know you will get your legal team on board, but I have proof of pictures, emails, text messages, police reports, Building inspections etc. even a pee bottle, because you didnt provided a portable toilet. My daughter was exposed by a roofer peeing into a bottle. He waved and smiled. I could go on and on!!! But maybe you shoud get your facts clear and contact the ** office. If, this is to much!!! You also can ask your husband *************************** (CEO) of PosiGen. We had multiple conversations via text, emails and phone calls !!! But even he stopped talking!!!

   

  

  Business Response

  Date: 09/08/2022

  **************,

   

  This is not an employee of PosiGen you are referring too.  You had a rotten roof originally.  Granted the contractor should not of installed but your roof was in very bad shape. We do see the photos of this.  However, we gave you a new roof so this has been taken care of. (Issue resolved)

  You claim no one has been communicating or reaching out. We have been communicating to you.  There was a release already sent to you which you rejected.  (email on file).

  I am reopening all your EE photos to evaluate the extent of your interior damage.  Since your roof was in such bad shape prior to our installation we need to assess the prior against the post installation.  

  We have also explained that we need access to the home to get quotes.  You have refused entry for these quotes.   Just like and insurance company requires quotes we do as well.  

   

  I am happy to discuss further.  My direct number is ************.  Let me be clear we have made every attempt to help you.  

  Once you give us permission to assess the interior damage and provide our own quotes for the work we are more than happy to accommodate.

  Thank you and I look forward to your response.

   

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

  Customer Answer

  Date: 09/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  
   
  

  

  Business Response

  Date: 09/12/2022

  **************,

   

  I spoke to you on Friday and we are addressing next steps which you agreed to.  I have out line the plan of execution so no sure why you are still on BBB with this.

   

  Thanks

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

   

  Customer Answer

  Date: 09/21/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************
  
    Good morning ******************! I don't agree with you that we came to a solution? Yes, we spoke that Friday but apperantly you did not had the full disclosure of our house? *** explained you via text what is going on, and you got silence after he texted you. We don't understand that after all our emails and texts including to your husband, that you don't have to full story??? 

  I know that ***** called us, and scheduled a visit for September 21st. He also will bring in a roofing company to inspect the roof. That is fine with us, but please be aware after 2 companies hired by your company destroyed our roof, siding, widows, screens and the damage in the house not to mention in details. We don't have much faith in you hiring a legit company. 

  We hope that the visit this afternoon explains someone from company with his own eyes what is going on here. This was from the beginning on our intention to monitor this fly by night companies your Vice President from CT hires!!!! We hope, we can come to a conclusion to get everything back like it was in the beginning before we decided to put Solar on our roof. 

   

  Thank you,

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

  
  

  

  Business Response

  Date: 09/29/2022

  **************,

  We hear your concerns and will continue to be in contact as this is an ongoing conversation. We will continue to investigate and work towards a resolution.

  Best Wishes,

  PosiGen
  

• Initial Complaint

  Date:08/23/2022

  Type:Customer Service 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.

  On the year of 2019, we the customer contacted ********************** to make a contract to have solar panels installed. During that time a sales representative from PosiGen came out to us and explained towards the benefits of having PosiGen company installing solar panels and how many we need to see a saving for my utility bills. We were told that the Installation of 16 panels would be all our house would need in order to see savings towards our utility bill and we would see positive changes within six months of getting them installed. We agree and had the company installed them. Now we come to 2022 and I havent seen or felt a bit of any relief in my utility bill even with having solar panels installed but just another bill to pay towards Posigen. I contacted Posigen plenty of times to see if theres anything they can do in order to help us they said there is nothing they can do that they just say that the panels are up and running. We again contact them and they sent out a sales representative after being confused thinking that we were a new customer. The new sale rep told us that they underestimated the amount of panels we have on our roof theres nothing they can do and they all they can do is offer an apology. He ensure us that with another system we would be able to save in which I reluctantly agreed to do so. Days passed and we didnt hear from posigen with any news. *** reached out by email and as well a phone calls and days later my wife was contacted with a whole different story. Posigen has now change it meter read and now have a new system. My understanding from posigen is that we can rent our roof out to collect a monthly fee from utility company but I wont see anything in saving from my utilities bill and still have to pay whatever make we have to the on lease older panels and use up all my roofs . I dont believe that its beneficial to us and I believe that this another way to make the company benefit but not the actual customer.

  

  Business Response

  Date: 08/28/2022

  ******************,

   

  Thank your for reaching out.  First,  would  like to say we guarantee our product and the savings our company offers.

  I have done a thorough review of your savings.  The first bill we captured prior to solar showed that on average your home was consumption  **** kWh a month prior to solar being installed.  **** bill was $471.00 prior to us installing panels and completing your EE work.

   

  Once we finished the install your new consumption needed to run your home was **** kWh.  **** post new bill was $241.00 which means we cut your consumption and bill in half.  Even after paying PosiGen your savings is significant.  I also see your Account ******************* and also the Sales person have reached out to you several times to review this savings. 

  If you would like you can visit our website at www.posigen.com use the email you have on file with PosiGen.  In the top right hand corner you will see "For Customers"  Click that and two drop down boxes will appear.  Click the drop down that says ************* .  It is very helpful as it shows not only your current production and savings but also provides information on how to save more .  Your historical production and savings is there as well.  

   

  You mention you were also interested in rent a roof top program we are now offering.  You will not receive any savings with this program as it is sponsored by the utility company and they pay you for your production.  The amount of monthly payments you get would not be as much as what you are currently receiving in savings from PosiGen.  

   

  Please let me know if you have further questions and i would be happy to set up a call to discuss further.

   

  Thanks,

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

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

   

• Initial Complaint

  Date:08/23/2022

  Type:Customer Service 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.

  November 2021 posigen placed solar pannels on my roof. They explained the process will take up to 3 months from start to finish, It is now August 2022 and the panels are not connected. They are just sitting on my roof.I called Posigen in January 2022 inquiring about the status. I was told that PSEG was the cause of the hold up.they needed to do and inspenction and give the okay. I spoke with PSEG and was told that was not the case. Posigen needed to send then part 2 of the application process. I received an email in June of 2022 from PSEG to Posigen stated that part 2 was sent to a closed PSEG account.January 2022 converted my PSEG from personnel to a bussiness account. This is my fault for not informing posigen. I explained to Posigen what the new account is and provided them all the necessary documents, They resent part 2 in the business business, but did not correct and resend part 1 because that was still in the personnel account. Now PSEG reached out to them again via email with me cc'd and informed them that they need to send part 1 with the business name and account number, this back in July 2022 As of today, Posigen have not sent part 1 of the application to PSEG. I have called on numerous occasions to speak with my conciege, and no return calls, so I don't know what is happening. **************** says, we will have her call you back I have asked customer service to have someone come and remove the panels so i can go with another more reputable company and my request falls on deaf ears.if i am experiencing this problem now, what will happened when i have an issues and need help I have not started paying because they say they will only bill when the panels are up and running. I wasted my time and energy going with this company.if you can help me 1, get the job done or get the pannels off my roof. I will really appreciate it.

  

  Business Response

  Date: 08/27/2022

  ****************,

   

  Thank you for reaching out.  It is my understanding this is being resolved by our operations team and already under way.  Please let us know if there is anything else we can do. 

   

  We apologize for any inconvenience we have caused and glad we were able to work this out. Thank you for being patient.  I am copying our team as well so they may follow up with you.

   

  Thanks,

   

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

   

   

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service 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.

  My name is ***** and *******************. WE have a PosiGen account number ******. We have a contract with ********************** Solar Solutions for Solar Panels that is requires to send kWh-Kilowatts to Entergy on behalf of our residence at ***************************************************************************. Our Entergy Account number ******** reflect that ********************** has not sold/ sent little to no KHW to Entergy *********** (entergy-neworleans.com)during 2021 and ZERO **** KHW in the months of January- August of 2022. They were paid $5**** every month of 2021-2022 by the ****** Family. Our Entergy Bill greatly increased because of a lack of Solar kWh 2021: Entergy received from--Aug. ***** kWh, Sept and Nov. 2021 we couldn't find our bill; Nov. -1 kWh; Dec. **** kWh.2022: Entergy receive Zero **** kWh from PoisiGen -Jan. 22- 0kWh; Feb. 22 -0 kWh; Mar. **** kWh; Apr. **** kWh; May 22- 0 kWh, June 22- 0 kWh; July 22- 0kWh; and August 2022- 0 kWh .We contacted and faxed information/documentation to ***************** ********************************** at fax number *************. The 17 page document was received according to my fax sheet. Also, a PosiGen representative verbally assured me that the document of none Kilowatt see-back to Energy was received on 7/11/2022. Since then, no financial or KHW resolutions have been offered in writing by PosiGen by today 8/22/2022, I am filing a complaint against POSIGEN FOR NONE SELL-BACK of kWh kilowatts TO ENTERGY. ALTHOUGH, A SOLAR TECH came to the house , the second week of August to check on the POSIgEN solar equipment, I just received an August, 2022 bill with ZERO KHW SENT TO ENERGY. I AM REQUESTING A WRITTEN RESOLUTION RESPONSE FROM PoSiGen Immediately before I we receive another Entergy Bill. I want to get a written explanation of who is tracking/responsible at the company for accepting $5**** monthly for no kWh service. I will accept a reimbursement for each month of non service Thank You,*******************, ******************* *********************** *******************

  

  Business Response

  Date: 08/27/2022

  Mr. *****,

   

  The cellular companies provided upgrades and switch our all communication from 3G technology to 5G .  This does not mean that your system is not working.  I will have Tech support roll to you on Monday and pull the data directly from your inverter.  There is a national shortage of meters everywhere and they are on back order.  

   

  Thank you for reaching out.

   

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

   

  Customer Answer

  Date: 09/05/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]

    *In July 2022, ****, A Posigen Representative received copies of the Entergy Bill(faxed directly to him by ***** and *******************, documenting the lack of KilowattsKWh received by Entergy from Posigen,    He stated  to ***********************, that we should receive a credit for the months of non -Service for those months.

  *On August the 8, 2022-  A Posigen Technician named ***** called me from phone number  ************* to set up an appointment for technicians to come out to ********************************************************************************** to checkout the problems.  The Technicians came out to our resident.  They were here all of 10 minutes.  They did not get on the roof to check any disconnections of the panels to the Solar Box.
  Since July 2022, I have received the August and September 2022 bills from Entergy reporting 0 kWh(kilowatts).  I was still charged $50.00 for none PosiGen Service following the promisr from ***** the Posigen Representative.

  *  In contacting the **************** at Energy, Representative ***** at ************* stated that Posigen had not posted any kWh since the *** Hurricane in September of 2021 according to Entergy's Record. I have ***** on my Voicemail, stating that Posigen has not sent any kWh to Entergy since September 2021 for **** *********************.

  *I will discontinue the automactic payments to PosiGen until this matter is resolved by receiving 12 month of service/kWh until September 2023 arranged by **** at *************, the Posigen Representative.

  *Also, this Posigen matter will be resolve when Energy began to receive kWh from PosiGen for **********************************************************************. 70127.  Phone calls are ignored from customers, as the prepayment continues.

  **I  would like to make an appointment with the BBB to bring in past Entergy Bills and the recorded message from ***** and the **************** of ****************** Plan to share my documentation with *********** City Councilperson for who at Posigen is monitoring kWh kilowatts on Posigen's end of this contract to *********** contractual service. 

  **PosiGen's NONSERVICE has assisted in my bill increasing greatly.  I want to find out from the Councilpersons: How many other Citizens are being FINANCILLY ROBBED by PosiGen lack of SERVICE!!

  I expect written promises from **************, ******************************** and PosiGen, not phone call promises from  PosiGen at *************
  Regards,

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

  
  

  

  Business Response

  Date: 09/08/2022

  ****************,

   

  I am confused. **** said he spoke to you yesterday and this was handled along with a deferment on the account. Is this not the case?  

   

  Please let me know ***********************************.

   

  Thank you for reaching out. 

   

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

  Customer Answer

  Date: 09/12/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below
  [Provide details of why you are not satisfied with this resolution.]
  I requested that whatever resolutions that were offered by Posigen would be put in WRITING!!!  *********************** DID SPEAK WITH A POSIGEN REPRESENTATIVE.  However, I  have already received a new bill.  I will fax it to Posigen today.

  However, I am requesting that the resolution will be placed in writing to me and Better Business Bureau, so that I can accept it.  My Policy is, "IF IT IS NOT WRITTEN, IT NEVER HAPPEN"  I have had a three month telephone conversation with PosiGen with promises and still received a September bill with no kWh.  I will accept the resolution, when I receive it in writing and my October bill will reflect kilowatts on it from PosiGen. I also want to have their technician to return to *************************************. ***** to check the panels on the roof. 

  According to the numerous other complaint on your the BBB website about PosiGen, I need a written agreement  from PosiGen and a return of kWh kilowatts reflected on my Entergy bill.  Also, according to the ************ of ******** they are clueless as to why kilowats are not being monitored by PosoGen. I will accept the offer when it is given in WRITING.  That was the original request!
  Regards,
  
  *********************** AND ********************************
  
    ******************* *************

  
  

  

  Business Response

  Date: 09/12/2022

  *****,

   

  As I understand we were able to get this issue resolved.  We appreciate your business and sorry for any inconvenience cause by our delay.

   

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

• Initial Complaint

  Date:08/22/2022

  Type:Customer Service 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.

  Due to hurricane Ida...we had to redo our roof. Called Posigen. They said it would be $3,600 to take off the solar panels and reinstall them after the roof was finished. We paid the $3,600 on 12/15/21 and got an email from Posigen that they received it on 12/17/21. We had asked them since we've been having the solar panels for approx. 7 or so years that they be cleaned. They said they would clean them PRIOR to putting them back on the roof - no problem. After our roof was finished we asked them to please reinstall and again reminded them before they install to please clean them. They said they see the note in there and no problem. They set the installation date for March 17, 2022. They reinstalled them in a different pattern than they originally were installed and that concerned us because originally someone came out and said where the correct positioning would be to have the most benefit of the solar panels. They sat in this new pattern on the roof UNCLEANED for a long time before anyone came out to hook them up to the house. But turns out they actually did NOT hooked them up to the house yet. My husband and I have called NUMEROUS times - I would say 20 times each...asking for them to be CLEANED and installed correctly. TO THIS DAY - they are UNCLEANED, in a different pattern and NOT HOOKED UP to our house. It's infuriating to know we can call and someone will be nice on the other end...and say "oh yes, we have to get someone out there...someone will call and you'll be put on the schedule" and then NOTHING....for goodness sake it's been almost 9 months and mind you we're still paying the monthly fee $60 every month while we get NO WHERE and I'm done. I'm so very frustrated with them I don't even want to call them anymore.

  

  Business Response

  Date: 08/27/2022

  *** ********

   

  I am very sorry we have caused you to be frustrated.  I hope you understand we were not prepared to service all the damage that Hurricane brought to New Louisiana. We did have reinstall crews and separate electrical crews after the Hurricane and those had to be coordinated.  The Electrical reconnect crews fell behind because of all the rain delays.  

   

  I am copying head of our Field Services so he can get right on this.  I do believe we did get the system hooked up though.  Again, my apologize and we can get those panels cleaned if we have not done so already.

   

  Thanks,

   

  Lisa N******
  
  

  ********@posigen.com

  Customer Answer

  Date: 09/03/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17747533, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  [Provide details of why you are not satisfied with this resolution.]

  I was told the part is on backorder and I've accepted that.  I still called to have my solar panels cleaned.  I spoke with Edwardo (really nice guy) and he told me that Jamal will come out and clean my panels while we're waiting for the part.  Jamal was supposed to come Thursday - no show.  We called - sorry he got caught up - we accepted...no problem - he said he can come out Friday.  Great - see you Friday.  Friday - end of day - no Jamal.  Called Edwardo - he apologized...Jamal should have called to let you know he couldn't make it.  It got scheduled for Sat.  It's almost 4...I call Jamal.  Are you all in Hammond?  It's raining.  No we're in Houma and it's not raining.  OH well it's raining here.  I'll send someone out tomorrow.  ON SUNDAY - I asked...oh yes, we work every day of the week.  

  We'll see....  If I were a betting person....I would bet no one shows tomorrow. 

  
  
  
  Regards,
  
  
  
  ****** *******
  
  
  
   

  
  

  

  Business Response

  Date: 09/08/2022

  *******

  We normally do not clean panels and have been so busy doing service reinstalls that this got missed.  I apologize. 

   

  We will be reaching out tomorrow for resolution on this issue.    

   

  Thank you for reaching out.

   

  Lisa N******

  Customer Answer

  Date: 09/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 17747533, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** *******

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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 pay a 69 dollar every month for my panels and my house has water leak in for 4 months and my wife has cancer they have not been out to fix it

  

  Business Response

  Date: 08/26/2022

  ********************,

   

  Your system was installed in July 2017. I understand after the Hurricane a leak was reported to us on March 24, 2022.  We rolled tech support on March 28, 2022 and found one of the **foot had blown loose.  We fixed it immediately. 

  It is our policy that we wait after securing roof to see if we have any other water penetrations before proceeding to fixing the interior work. 

  We received another call  from you stating the roof was still leaking.  We rolled another truck and when our tech support arrived there was not leak and this delayed ************ work efforts. 

   

  We plan to fix the interior damage and ******************************* with ************ team will be reaching out to you today.

   

  We apologize for any inconvenience and will get right on this.

   

  Thank you for reaching out. 

   

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

   

     Once panels  8/15 ***** said no leak

  Customer will call to have interior fix.  

   

   

• Initial Complaint

  Date:08/15/2022

  Type:Customer Service 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 have solar panels on my house with ******** they have been made aware that my house is sold and have received documents from the buyer to transfer the contract, and they received sign signatures from the new buyer and refuses to send me a contract release

  

  Business Response

  Date: 08/15/2022

  **************,

   

  I am sorry for the delay.  Our Lease Transfer coordinator as been out on medical leave.  We will have this to you today.  Again we apologize.

   

  Thanks,

   

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

• Initial Complaint

  Date:08/08/2022

  Type:Customer Service 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.

  This is an ongoing issue. I've filled a complaint here previously and I received contact from Posigen saying they were going to do all sorts of things to solve my issues. Never happened. Now, again, I'm having issues with being able to get in their website. My password needs to be changed every few months and I'm never able to get back in and I have to spend entirely too much time on the phone trying to get it straight. When you call their main office on Central Ave, their rude people will hang up on you or put you on hold for a long time then disconnect on you. I shouldn't have to do this every few months to pay my bill! Now I've complained in the past of their system not living up to the promised results. Today while taking to a different person trying to be able to access my online account, I was provided proof that these panels saved me about $3 in the last 12 months. I want them removed and roof repaired to pre- install condition. agreed to having these installed under false pretenses and demand to be made whole. I've asked multiple people, multiple times to have someone with authority to contact me. Never happened. The worst customer service I've ever experienced. I'm not begging them to pay every month. They can contact me to resolve issues. I'm done with Posigen and their horrible customer service. I certainly hope this can be settled out of court.

  

  Business Response

  Date: 08/27/2022

  **********************,

  I apologize that your feel that every three months is to often to change your password.  The reason we do this is for the safety it provides to our customers who are logging their personal information manually each month.  It provides an extra layer of security.  If you would like I would be more than happy to help you set up auto pay.  It is more convenient to pay and you will never have a late fee.  I see that the agents have had conversation with you about this in the past so it might be very helpful thing to do.  

   

  With regards to your savings.  I see that your system is producing just fine.  I have included the production and your monthly savings amount.  Please note that on average your system is producing around ******* kWh a month.  What I can tell you is at a current rate of .11,which is what your utility charges, that those kWh's are worth $82.00 a month in avoided cost to the utility.  In addition, the ** work we provided reduces the consumption your house need to use.  The combination for Solar along with Energy Efficiency together are worth value of $95.00 a month.  This is current state and even after your payment of $69.99 you still save $25.00 a month.  We know what is being produced  because of the metering on your home.  

   

  I can also assure you that over the life of the lease that savings goes up not down as utility rates increase so does your savings.  Today utility rates are .11 and when they go to .20 your savings will be over $50.00 a month. 

  Solar also adds value to your home on an appraisals it raises the value by 15k.  It is also great for climate control.  

   

  I would be happy to set up an appointment to go over all this with you. My email is below if you seek clarity on anything I have mentions.  In addition please visit us at www.posigen.com click on "For Customers"  in the top right hand corner.  There you will see a ************* where we provide all this information to our customer's.

   

  Thank you for reaching out. 

   

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

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

  Customer Answer

  Date: 08/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  No action was proposed. There was no "EE" action taken on Posigen's part. That was my first issue with this company. I was promised that I would save $140 a month MINIMUM. For a $25 a month savings, I would have never signed up. They did a couple thousand dollars worth of damage to my roof with the install. Again, I want them removed and my roof or back into preinstallation condition. All this representative did was blow smoke about my savings. She must train the salespeople to give their pitch. Sounds like the same script. I need to know when they are going to do what I'm asking. They breached this contract and *********************** knows all about it. If this can't be settled, I guess we'll take it to the next step. 
  
  Regards,
  
  *****************************
  
   
  

  

  Business Response

  Date: 08/31/2022

  Mr. *****,

   

  Thank you for reaching out.  We do not tell our customer the exact amount they are to save on their utility bill.  The reason we do not do this is because we have no idea the consumption your family will use month over month.  Prior to your installation we complete an Intro to PosiGen Welcome call which is recorded.  We asked this exact question in our intro welcome call so we align expectations. 

   

  I have asked ***** our Collections Manager to reach out.  I am not sure what you are asking here.  You are saving and this is what the system is expected to do.

   

  Thanks,

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