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:04/28/2023

  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.

  Ace Solar installed batteries at my residence. They failed multiple times. *** replaced the batteries but didn't inspect the installation. This has been going on for a year. In April 2023, they brought out (finally) an outside inspector that found multiple problems.Ace Solar repeatedly stated nothing was wrong, and would send reports of the ** system, ignoring the batteries' failures. Ace Solar had to send out multiple technicians to finish the work. This has led to a year of poor performance with the loss of Connected Solutions and a year of lost warranty. The batteries continue to have performance problems, and *** Says not working during power failures (what they were bought for), not working during connected solutions (what they were bought for), and not working 7+ hours a day are to be expected. i.e. Not working is to be expected.The battery system continues to have problems, doesn't work at night, discharges during the day, and stops working at 30%.

  Customer Answer

  Date: 05/08/2023

  I have not heard from the business in response to my complaint.

  

  Business Response

  Date: 07/13/2023

  There are still ongoing developments as we continue working directly with **************** on a proper resolution with the equipment manufacturers in question. However, we want to provide an update from our end to clarify that we are actively working on a resolution after the manufacturers confirmed that the issues are specificaly related to their equipment rather than the installation work or subsequent service visits.

  "****, as we have been discussing over the past months, we are equally frustrated with way things have gone with the battery equipment and more specifically, the manufacturer and their response to this issue. It is good to see that in the meantime your solar arrays energy production has performed better than expected.
  As youre aware, we have an upcoming site visit scheduled with a SolarEdge Technician to diagnose this issue further. SolarEdge informed us that the recent firmware updates were successful and the system is working as it should be. We had been efforting for a while to get a SolarEdge rep onsite so that they can check the inverter and battery behavior. We are not seeing any issues on the monitoring portal currently as there are no alerts. If we have to change or verify any battery charging and discharging settings, SolarEdge support is the ONLY party that can complete those steps. We understand your frustration and will continue to be in touch with you as we work with the manufacturer to resolve any confusion."

  Customer Answer

  Date: 07/13/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  This response, the firmware, is from Febuary of 2023.  The problems have been multiple and there has been 8+ weeks of no response from Ace Solar (in the latest round of delays).  

  The inverter needs to be replaced, that was the response by the manufacture, Solar Edge weeks ago.  This replacement was suppose to be in Ace Solar's posession 4 weeks ago.  Their managing partner communicated they have had the inverter, but no update from Ace Solar.

  You can look at the ****** review from earlier this year and this is the boiler plate response.  They have said they had a plan in Nov 2022, then went silent.  They assigned a person in Feb 2023 after complete silence from Nov ************************************* 2023.  They then made a commitement in early 2023, and immediately "modified" the commitment.  They had to do repairs to their installation, and have the providers come back out.

  This is a delaying tactic that has been used since June of 2022, when the system failed.  They say it is working, when battery system isn't functioning.  The system isn't providing power duing power failures (battery backup) and isn't providing power during the full connected solutions.

  The firmware response was Febuary's problem, one of many problems the system has had.  And not the commitement made from their managing partners.

  I have included the firmware image from April 2023.  As well as multiple emails over months claiming "finishing up communication" with the hardware providers.

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 08/04/2023

  In response to the complaint, this is an ongoing matter specifically related to a manufacturer equipment defect. We are happy to provide a full summary of the timeline and key events, but are uncomfortable doing so until we have reached a mutually agreed upon resolution with ****************. We have been and are still actively working with ****************, and will provide an official update as soon as it is available.

  Customer Answer

  Date: 08/07/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Ace Solar has not met any communicated commitments.  They have said repeatedly they will "make right" the loss of connected Solutions, both last year (2022) as well as at least twice this year.  Each time they add additional requirements, need more "information" or "didn't say that" even when in email.  You can see in the "conneced solutons may" this was working on the connected solutions that haven't worked in 2 years May 18th, a week after the phone call where they said they would have it out "tomorrow or next week." (the Friday before the email.   Again and again they move the bar.  Never anything Ace Solar did, not their fault, even though they are the ones offering this.

  The ongoing hardware issues, Ace Solar is pushing back.  They designed, sourced and installed the system, but do not even bother to look how the system is working.  I have included a snapshot from a communication with Ace Solar where they say "the system is running".  But Ace Solar forgot to configure it for Connected solutions, didn't configure the inverter serial number with National Grid nor ********************** Edge, and their installer had to come out twice to get the system installed and configured, 2 years after initial installation.

   

  Ace Solar designed, sourced and installed the equipment, and are now saying "they don't know how the system works".

   

  Note their ********************* line is "full" and doesn't take calls, as well as Ace Solar indicating they don't want any more problems reported.

  And the level of not thinking just go away is insulting and non-professional.  See the math.jpg   

  In this image (math.jpg)

  1) Complete lack of understanding of the system.  "If you have any solar, your battery cannot discharge at any time".  The batteries are designed and installed and previously discharged.  i.e. Charge the batteries with extra solar power, and use the batteries when there is a lack of sunlight.  But Ace Solar is telling me the system won't supliment power during the day.  100% complete incorrect, but they don't know how the system they designed works.

  2) 25% power in 2 batteries is 25% of the system's power, not 50%.  They keep forgetting they sold a system, with 2 batteries.  They aren't even doing math, they are making up facts to fit what is happening (one battery was failing, again.  Failed, and then failed again in July.)  Yes it ***** the battery they sourced isn't working.  They designed the system, and sourced different batteries than were quoted, and the manufacturer seems to have had a problem, or Ace Solar doesn't know how to install them.  9 batteries in a row now, and multiple failures this year on the batteries.  With each tech that comes out, re-configuring the system.  From wrong gauge of wire, to bad DIP switches, to incorrect installed resistors.  

  3) The battery only feeding my critical load panel.  The batteries power the inverter, and only power the critical load panel when there is a power outage.  This alone as a comment from Ace Solar is disturbing.  The batteries were purchased to work with connected solutions, i.e. power the inverter.  But Ace Solar in May of 2023 is saying that isn't what was done.  Only the crtical load panel, only at night, and some magic math.

   

  These conversations are dismissive, and indicative that Ace Solar doesn't understand the system they designed, don't communciate internally (though they say they talk about my system 3 times a week), and are just throwing out answers and hoping their customers pay them then leave.

  I reject their answer, that it is hardware issues, and stand by that it is Ace Solar's design, sourced material and installation that is the problem.  Ace Solar has not met their obligation and are now trying to walk back on supporting the system they designed, sourced and installed.

   

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 09/01/2023

  We are still in regular communication with **** as we work on a resolution that is satsifactory for all parties involved. As stated before, there is no push back from ACE Solar around the fact that there was a confirmed manufacturer issue, it has been confirmed that the installation was completed correctly and the only open issues are related to the Manufacturer's need to troubleshoot their setup with the Connected Solutions platform. We are continually involved and providing updates to the client. We will provide a complete summary of the case when it has been resolved.

  Customer Answer

  Date: 09/05/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Regular communications.

   Ace Solar responded yesterday.  Prior to that the last communication from Ace Solar was July 31st.  More than a month.  And that was: "looking at solaredge site . Everything looks like it's working great . ".   i.e. Ace Solar didn't see anything wrong with the system which hadn't participated in Connected Solutions since the beginning of July.

    There has been no communication from Ace about this or any other raised issue, other than "all good".  Yesterday they reached out, I do believe due to the BBB communication.  This complaint is at least making Ace Solar respond "bi-monthly".

    Note: Ace Solar's last correspondence stated " **** if you feel like something is off feel free to reach out to Solaredge and ** for further adjustments . "  i.e. Don't bother them, they are done.

    Read their reviews.  When something goes wrong, expect years if ever to get things resolved.

    Ace Solar "failed" to register the inverter prior to or during install and had to return to finish the install.  ******************** stated "looking at solaredge site . Everything looks like it's working great . "  This is the key problem with Ace Solar.  They feel they are done, without finishing.  Note the system wasn't fully configured after they installed, and it was the customer that had to point that out.  "just give it a few days, it will work" is Ace Solar's response.

    2 years and a few days later and we are almost there.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  

  Business Response

  Date: 10/18/2023

  We know this situation has been very frustrating for ****************, as it has been equally frustrating for us at ACE Solar. To provide context, ACE Solar and **************** agreed to and signed a contract for ACE to design and build a ** Solar system with battery storage at the ****** residence.
  
  
  Since being turned on, the ** Solar portion of the system has functioned as designed with no issues, however, the battery storage portion of the system has been a challenge from the start. SolarEdge (inverter manufacturer) and LGChem (battery manufacturer) have long verified that ACE Solars design and installation meet all required specifications, but they have been unable to correct the issues related to their equipment and its inability to report data for the Connected Solutions program. Because the economics of the battery storage system relies heavily on the Connected Solutions program through National Grid, it has not delivered the expected outcome.
  
  
  Through months of conversations with the manufacturers, and multiple site visits, including an in-depth inspection by the manufacturers, it was determined that the installation of all equipment was completed correctly. *** also made an additional visit to replace the inverter at the Manufacturers recommendation and our own cost, but it still has not functioned properly for the Connected Solutions program. 
  
  
  We are especially and equally frustrated with the lack of response from SolarEdge and LGChem, as we reach out to them frequently in an attempt to resolve the issue for ****************. The most recent response is that the case has been elevated to their Grid Team, and they are hoping to resolve it soon. 
  
  
  Our goal from the beginning has been to provide a completely functioning system, and our current focus is having SolarEdge and LGChem address the issue with their equipment to reach that goal. If they are unable to, we will advocate that the manufacturer take the equipment back and reimburse both **************** and ACE Solar. If they ARE able to get the system working properly, we will then be pursuing reimbursement for lost revenue and extended warranties from the manufacturers.
  
  
  -------
  
  Thank you,
  
  **********************;

  Customer Answer

  Date: 10/19/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

   

  As *** says, this situation has been very frustrating, but much of this as stated in the complaint is ACE Solars doing.  Intentionaly in many cases.
  
  
   To follow up with ***'s statement, ACE Solar sold, designed, built, and installed my Solar and Battery system.  The installation has been modified per the vendors requests multiple times, with wires being replaced due to incorrect Gauge of wire, using my home network due to faulty cellular connections (worked for 2 years, then failed after an on site visit), various configurations of the DIP switches for the CAN BUS communication between the inverter and the batteries (which is prime and which is secondary).
  
  
    To be upfront, the people who come out to the site to work on the system are top-notch.  Very respectful and polite, I have said this in my reviews.  ACE Solar's people that work with the 1% (as they have said) that have problems, less than stellar.
  
  
    The system was purchased in March of 2021, and the ** (Solar panel) portion was installed that Aug.  Note: only 2/3 of the solar panels were connected at the time of installation.  This was due to how the system was designed by ACE Solar, that the full panel usage needed the Batteries to work.  Note this is important, as ACE Solar is now saying that isn't true, and they can run all the panels from the same inverter now, with no change to equipment.
  
  
  Here is the email.
  ------
  ***********************;<*************************************> Fri, Oct 1, 2021, 11:51?AM
  to me
  
  Yes, that is correct. Unfortunately the inverter can only take those additional 9 modules once the batteries are connected. The DC input ratio is lower with the DC couple batteries. 
  
  
  -----
    So the system was designed to work with the batteries, and the inverter was chosen (Solar Edge 7.6k vs 10k) because it could work with 2 batteries.
  
  
    From October 21, until February 2022 there was no communication about the batteries or the other panels being connected (note this is also important).  In February 2022 the battery installation was scheduled.  The batteries were installed on February 25, 2022, and were registered for the Connected Solutions.  Now the batteries were not the ones that were originally quoted, they were swapped out for what was available (at the time I was not given any information).  
  
  
    The batteries were failing within 3 months.  By May 30th 2022, I had caught the batteries failing, and sent an email on May 30th 2022, identifying that one battery seems to have "disappeared" from the system completely on May 27th.
  
  
    This is where the problems start.  From May 30th   ACE Solar's contact took a vacation until June 27th 2022, so June 2022 was just a loss, and the batteries were not restored until Sept 23 2022.   What is interesting was the battery configuration was also changed multiple times by ACE Solar, including publishing the data as Public.  This means that from May 30th until Sept 23 2022 the system did not have batteries, and did not participate in Connected Solutions.  And the battery portion of the system failed within 3 months.
  
  
    The system was purchased to "go off the grid".  This technically can't happen, as I need to be connected to the grid, but the batteries were purchased to save the solar energy from the day, for use at night. Additionally as I have multiple power outages a year, and I work from home the system was purchased with this in mind.  The Connected Solutions is a way to recover some of the cost of the system and was a major part of Ace Solar's selling points to me.  There are many emails where I was trying to figure out the return for the Connected Solutions.  And 2022 was a failure.
  
  
    Now the issue From Sept 2022, the system was behaving oddly.  Limits to charging the batteries and limits to discharging from the batteries were repeatedly reported to Ace Solar.  *** chose to do nothing.  Even to the point that they again went silent from Dec 2022, until Feb 17th 2023 when I reached out to them again, to point out the system hadn't been working.  Ace "Forgot" the issues from 2022.
  
  
  
  
    Notice the acknowledgement of loss for 2022, and the response in December 2022.
  -------
  ********************;<*************************************> Dec 8, 2022, 11:06?AM
  
  
  to me, *****
  
  
  
  
  
  
  
  Hi ****,
  
  
  Unfortunately, we have not heard back from Solaredge about un-enrolling and re-enrolling in the Connected Solutions program. I have followed up with them numerous times but haven't heard anything.
  
  
  Re: the reimbursement, we haven't forgotten about it and I'm actually waiting on Solaredge to confirm we can un-enroll and re-enroll you but the management has agreed to reimburse you for the lost Connected Solutions credit for this summer.
  
  
  Here is the phone number for Solaregde energy hub and battery line ************. They will then guide to connect with a tech as a homeowner.
  
  
  Please let me know if you have any questions or need any additional information.
  ------------
  
  
      That brings us to 2023.  The batteries and system would not charge or discharge at the stated rates.  The batteries would additionally not charge.  This was attributed (by ACE Solar and Solar Edge) on "Grid settings".  I.e. that National Grid during non-connected solutions days would throttle my solar usage.   ACE Solar also blamed the temperature of the garage, even though the original plan was to install it in my basement, and ACE Solar installers chose to install it in my Garage.  I installed thermometers in my garage and basement to monitor the temperature, and it never dropped close to the operating temperature of the batteries.  
  
  
    After almost a year and a half, I left a review of the installation, and then I heard back from ACE Solar.  They offered to reimburse me, but quickly wanted me to sign a document waiving my rights to state what was happening.  I chose not to.
  
  
    So ACE Solar knows the cost and has agreed to it multiple times, and chosen to change conditions repeatedly after making the commitments.
  
  
    In March of 2023 ACE Solar then assigned a new person, and things started well, but quickly went back to normal.
  
  
    ACE Solar became belligerent during the conversations, even going so far as telling Solar Edge I was harassing them, and the ** representative that came out, asked why I was harassing Solar Edge by sending emails.  I was additionally told to only follow "official" channels, and spent 4 weeks calling their "full" support voicemail, and sending an email to schedule having panels removed from my roof so I could do home repair.
  
  
    ACE Solar, per my original request, is just as non-responsive as their vendors.
  
  
    2023, has been just as challenging as it looks like the inverter was the problem in 2022, as reported since Aug 2022 when the system started working (not-including Connected Solutions), and then failed again in March 2023.   
  
  
    As to the installation and configuration, ** and Solar Edge have requested multiple changes to the system to be acceptable.  Replacing incorrect wires that were the wrong Gauge, incorrect and repeatedly changed DIP switch settings, were requested by the vendors.  
  
  
    I have asked for a working system, delivering what ACE Solar designed and sold, nothing more. Ace Solar designed the system, represented themselves as experts, selected the hardware and installers, and represented the returns on my purchase.  ACE Solar has repeatedly claimed they would deliver on the commitment, both in a working system as well as missed revenue as shown above, and then walked back on both of those commitments.

     ACE Solar has repeatedly stated I need to follow up on warrenty, but has never provided the warrenty for any of the equipment they designed, purchased and installed.  ACE Solar has made several changes to the origininal installation hardware (cables, batteries, inverters and other components) so their installation may NOW be up to standard, but it failed within 3 months of installation and has repeatedly failed up an do including today (10/19/2023) when the system is still not delivering to the specs as sold.

    What ACE Solar keeps repeating is they are an installer.  Nothing more, when they were the designer, planner and represented themselves and their equipment as knowledgeable and best in the business.

  
    A solar-powered system, with battery backup that can power my house in the case of power outages, and can take advantage of the Mass Connected Solutions to offset the cost of the system.
  
    If I wanted just a solar system, I could have gone with a larger inverter, fewer panels, or a different configuration to lower the cost of the system and maximize my spend.   As *** said, the ** portion of the system has worked, but as designed by ACE Solar, the system wasn't designed for the cost without the batteries working.  Additionally without Connected Solutions, the payback rate changes.
  
    ACE Solar had agreed to a plan of action, multiple times, and has chosen to walk back on their commitments multiple times.  As well as changing "statements" of what the system could do.
  
  
  Thank you

  *********************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:01/03/2023

  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 called ace solar many times to look at the issue that my invertor was out for almost two months in the middle of summer with no warning. And they did not come to look at it. And in 11/17/2022 I received an email from ********** telling me that my system (invertor) is not reporting to them thus I am losing money while I am making payment on my solar loan and electric bills. I called ace solar in the same day, but they prove to be the worst customer service I have ever seen. Until this moment 1/3/2023 I have not received any response from them. I demand replacing my invertor and receiving funds to cover my losses.

  

  Business Response

  Date: 10/27/2023

  There appears to have been a missunderstanding as to the resolution of this complaint. We have reached out to schedule a meeting with **************** and ACE Solar's Partner-Owners in order to completely understand the feedback provided, and come to a mututally agreed upon resolution. 

  Customer Answer

  Date: 10/30/2023

  We have set up a meeting this week to discuss this matter. Sorry, there was no option to be selected.

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Hichame