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:06/12/2025

  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.

  Boston solar installed panels on my house a few years ago. The whole system has stopped working because of an inverter failing. This happened over 3 months ago. I haven't been able to get any answers as to when this wil be fixed and why it has taken so long already. The part is covered under warranty.

  Business Response

  Date: 06/26/2025

  Hi *****,

  We do apologize for the delay in addressing the issue with your system. Everything should now be up and running as of the service visit on 6/16/25. If you have any further questions or concerns with the system, please reach out to our service team ************************************ also feel free to reach out to me directly at the email below.

  Best Regards,

  ***** ******

  Director of Coordination

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

• Initial Complaint

  Date:10/22/2024

  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.

  9/14/23 I signed a contract with Boston Solar (BS)- $62867.56 system price, $19674.23 deposit.11/21/23 Informed by BS of a $4500 National Grid Transformer Inspection Fee. Upon inspection completion, I would have to pay for the cost of the transformer upgrade, which could only be determined after the inspection. BS rep **** ****** (MM) said the range was $5000 to beyond $20000. Negotiation with ** and MM to help with these new costs failed- the additional costs were to be borne by me alone. MM said I would receive a full refund if I cancelled, as these new costs were not discussed with me prior to contract signing.9/10/24 I informed ** I would cancel the project. **** ****** (RM) from ** replied- he would process the refund.9/12 requested refund status, no reply.9/16 requested refund status- RM replied cancellation processed on 9/10, refund to take 10 business days, check should be received by 09/25.9/26 refund not received, email sent requesting status update, no reply.9/27 email sent requesting refund status update, no reply.9/30 email sent requesting refund status update.10/4 email received, stating the refund had not been sent, I was now responsible for $2709.68 for prior work and a $1000 cancellation fee. Refund would be $15964.55 and due to cash flow constraints BS would send out two separate checks- 10/11 $7982.27 and 10/18 $7982.28. I replied MM had promised a full refund, the cancellation was due to BS not being able to complete my solar project at the contracted price, had not informed me of any possible further charges on top of the contracted price, and that no one could actually tell me how much my project would actually cost. ** replied he would escalate my case.10/8 email sent, reiterating my case for a full refund, no reply,10/16 email sent, requesting status update, no reply.10/21 phone call to RM, said he forwarded my case,10/22 refund check received for $15964.55

  Customer Answer

  Date: 11/02/2024

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

  Business Response

  Date: 11/08/2024

  Hello, we understand the frustration with the project setback and regret that the utility transformer upgrade prevented us from being able to bring your project to completion.  Unfortunately, because the cost and quoting process for any utility upgrades are completely external to Boston Solar and not identifiable until the utility has reviewed the project, we are not able to cover these additional costs or provide an exact estimate up front.  We are glad to hear that the refund check has been received and will be in touch to discuss any remaining concerns regarding the refund amount.

  Customer Answer

  Date: 11/19/2024

  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. 

  [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
  

  I received a text message from **** ****** on November 5 stating Boston Solar would indeed refund the remaining balance of my deposit.  I responded on November 12 asking when I should expect to receive the balance.  I have not heard back, and I have not received the refund.
  

  ******

   

  Business Response

  Date: 12/04/2024

  Hello, 

  We can confirm that a full refund for your project has been approved and the refund is in process. You should be receiving a check for the remaining balance within the next 4-6 weeks. 

  Best Regards,

  Boston Solar

• Initial Complaint

  Date:09/11/2023

  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.

  The solar panels were initially installed incorrectly, as discovered and confirmed by Boston Solar's technicians. Several attempts were made to "band aid" the problem by filling the holes made by the installers with caulk. Technicians also suggested that the entire section of roof needs to be replaced due to the company's negligence when installing the panels initially. We have not been able to get any sort of response for weeks on end. Our upstairs reeks of mold now, and my 5 year old son's bedroom has major leaks in the ceiling. The company should be, as promised, contacting a roofer to replace the affected section of roof, as well as contracting with a mold remediation company and repairing the damage done to my house.

  Business Response

  Date: 09/12/2023

  Please accept our apologies for the difficulty in reaching someone for an update.  This is a very high priority issue for us and we have been working with a roofing partner to contract the agreed upon replacement of the affected roof area - you will hear from them directly soon and Boston Solar will be in touch as well today to discuss the latest updates.  Once the roofing replacement is complete, we will evaluate any additional work needed and continue to work with you towards a resolution.

  Customer Answer

  Date: 09/22/2023

  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. 

  We have heard from the roofing partner only to tell us that they have been contracted. We have not been provided any dates for the roof replacement to be done. It has still been days and days between updates from Boston Solar, and they do not respond until we reach out multiple times. We have ServPro coming out at the beginning of October to assess the mold damage in the walls. We have proposed solutions but I am not seeing follow through from Boston Solar yet. 
  
  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,

  Kaitlin

   

   

  Business Response

  Date: 09/27/2023

  Hello *******, as you mentioned we have contracted with a roofing contractor for replacement of the affected section of the roof, and have arranged for ServPro to come out next week to evaluate any potential mold damage.  We apologize that things have not been moving forward as quickly as we both would like, but are working with the contractors involved to try and expedite the permitting and scheduling process as much as possible.  We will keep you updated on any new information or scheduled dates and remain committed to working with you on a resolution.

• Initial Complaint

  Date:05/10/2023

  Type:Service or Repair 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.

  Boston Solar offers a referral bonus. We provided contact info for, and received $25 for 2 referrals. Boston Solar further offers a $500 referral bonus if a referred customer installs a ********************** system. One of our referrals has had a new solar system installed for almost a year now ********************************** ******************************** *******, **), and we still have not received the $500 from Boston Solar. This is a recurring problem with Boston Solar as we had to file a similar complaint last year.

  Business Response

  Date: 05/11/2023

  Hello, we have reviewed the record in question and can confirm you are eligible for the referral bonus of $500.  Thank you for bringing this to our attention and apologies for the delay, we will be in touch to confirm processing of the referral bonus.

  Customer Answer

  Date: 05/11/2023

  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. 

   

  $$$ Has not shown up in my account. 

  [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,

  *****

   

   

  Business Response

  Date: 05/12/2023

  Hello, the payment processing is being initiated today (5/12), and the funds should be accessible in your referral app account within 1-2 business days (by close of business 5/16).  Thank you for your patience.

• Initial Complaint

  Date:04/06/2023

  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 signed a contract with Boston Solar to install solar panels and batteries. The Solar panels were installed about 6 months have signing the contract. The batteries have not been installed after 2 years since signing the contract. My original installation date was estimated to be Summer 2021, then December *****, then February 2023, and it is now April 2023, and the installation process has not been started. Additionally, Boston Solar required 30% payment upon signing of the contract, which I have requested back until installation begins. I have contacted Boston Solar multiple times to get a date when the installation will begin but every date I am given they end up missing and do not update me on the change in date until I call or email asking for an explanation.

  Business Response

  Date: 04/07/2023

  Hello, we will be following up right away to discuss the current project status, the path forward for the project, and your request for the deposit refund.  Please accept our apologies for the continued delays and gaps in communication - we have been dealing with setbacks on multiple fronts including battery supply and changes on the state and town levels of battery installation requirements and code enforcement.  What we can control is our communication, and we will make sure that there is more regular, proactive communication regarding any updates and changes in schedule.  We appreciate your patience throughout the period since contract signing and understand that the delays have been significant.

• Initial Complaint

  Date:01/31/2023

  Type:Sales and Advertising 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.

  I recently had solar panels installed on my house by Boston Solar. When the panels were activated, 8 of the 36 panels didn't work. As a result of the 8 panels not working, they are not producing electricity. The electricity that they are not producing will be compensated by National Grid which I will have to pay for. I thought that once Boston Solar learned that their system wasn't functioning properly, they would come out and fix the problem. They informed me that they won't be out to fix the problem until the 10th of February. The system cost me 52 thousand dollars. For that kind of money, you would think they would have a much better customer friendly response.

  Business Response

  Date: 01/31/2023

  Hello, we apologize for the issue that surfaced after the activation of the system.  We fully stand behind our commitments to maintain the system and will continue to work with you to resolve any concerns.  Scheduling during the winter season can be challenging, but we understand the concern about the lost production value and always aim to minimize wait time for resolution when possible.  One of our team members will be reaching out to discuss your concerns and provide an update on any opportunities for an earlier appointment.

  Customer Answer

  Date: 01/31/2023

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************; 

  Thank you for your quick response. As a result of your intervention, Boston Solar will out in the morning to correct the problem. So, instead of waiting 10 more days, it will be fixed in the morning.

  Thanks again

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