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:04/10/2025

  Type:Order 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.

  Solar Panels were installed per contract in May 2023. We were told it would be turned on within 6 weeks - 6 months. We have paid for for all but $2000 of the contract amount of $26528.88, which was to be paid upon completion. We have been working with them since that time to get the final permits from the City of ****************** and Ameren to turn the panels on. There was one reason or another for things not to get completed. Most recently since the beginning of this year, we have been in contact with him via phone or text multiple times. We have given him (**** Bates) plenty of opportunity, but most recently, he's been ghosting us. Sample text history:1/13/24-he said half his 9 projects got permits-not ours 3/22/24-He hadn't checked for 3 days-will call 4/8/24-he requested current electric bill with account #5/8/***** said he was on hold with applied energy for ameren approval 9/11/24-email with proof of submissions for permit application for St. ******* 9/20/24-received Ameren net metering application, requiring electrical inspection, photos of installed panels and meter, AC disconnect, and battery. Said he was ready to meet with inspector 10/14/24-he said building commissioner out but tomorrow...10/15/24-he said he had to send in business insurance, new ************/**/***** said planning has approved and in Building Division-will be 2-3 weeks 12/12/24-he went to ****************** but didn't have his checkbook 1/16/25-he'll call St ******* today 1/20/25-he asked for copy of net metering section again 1/24/25-he had to renew his city license again 2/28/***** received signed off planset but there's a variance 3/11/25-waiting on his bond insurer 3/19/25-his electrician license is an issue 3/26/******* text, I called to follow up - he hoped to have it st ******* issues concluded by end of week Have not hear from him since then.Left voicemails on 3/31/25 4/2/25 4/7/25 4/11/25 There has been many excuses and promised dates that were missed. We just want it working.

  

  Business Response

  Date: 06/24/2025

  To Whom It May Concern,
  We appreciate the opportunity to respond to the complaint filed regarding the installation and activation of the solar panel system for Michael Thuman at 2804 Greenwich.
  First and foremost, we sincerely apologize for the frustration and inconvenience our customer has experienced. Our intent from the start has been to provide high-quality solar solutions and responsive service, and it’s clear that we fell short in this case.
  

  The solar panel system was installed per our contract in May 2023, and at that time, we anticipated the activation process to take between 6 weeks and 6 months. Unfortunately, a combination of delays in permitting from the City of St. Charles, communication difficulties with Ameren regarding net metering, and unforeseen licensing and inspection hurdles have significantly impacted our timeline.
  

  While we have maintained contact with the customer for an extended period with status updates and documentation when available, we acknowledge that communication has occasionally broken down in waiting from subcontractors, etc. This lapse is unacceptable and does not align with the standards to which we hold ourselves. We take full responsibility for these gaps.
  

  Prior to this response, we have been actively taking immediate steps to re-engage the permitting authorities, resolve outstanding licensing or inspection issues, and expedite the final approvals necessary to activate the system. As of Friday 6-20-25 the inspection of the electrical and building department took place, and passed inspection with the exception of change out of a couple stickers, which will take place within the week, the replacement stickers are on route. Our goal is to restore trust and fulfill our original commitment. We welcome any further dialogue with the customer or the BBB to ensure the equitable resolution.
  Sincerely,

  Kyle Bates                                                                                                                                                                                                                  Owner                                                                                                                                                                                                                 proSOLAR                                                                                                                                                                                                               3147033888 office                                                                                                                                                                                           3147805275 mobile

• Initial Complaint

  Date:01/07/2025

  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.

  We had Solar Panels put on our roof by PRO SOLAR, ******************************************** In December 2023. To this day, it has not been hooked up to ******, our utility company. In the meantime, we are paying on a loan for the Solar Panels! The project Manager, **** Bates, does not keep in touch to let us know what is going on. I have reached out to him multiple times through text and phone calls and he has always has some reason or another To justify the delay. Presently he has not returned my call. I called ***** and they tell me That they do not even have an application on file for the Solar Panels, which is supposed to be done before the panels are installed. To date, we have paid $2791 on the first loan and the second loan has accumulated $4000 in interest! In addition to finishing the job, we would like reimbursement of the electric portion of our utility bill for the last 6 months: $1675.68. Please let me know if there is something that can be done!ProSOLAR ************** **** Bates *****************

  Customer Answer

  Date: 03/08/2025

  No, we have not heard from ProSolar and issue has not been resolved. 

  

  Business Response

  Date: 03/13/2025

  Thank you for taking the time to share your concerns regarding your solar panel installation experience with proSOLAR. We deeply regret the inconvenience and frustration this situation has caused you. At proSOLAR, we strive to deliver professional and reliable service, and we recognize that in this case, we have fallen short of your expectations.

  After reviewing the details of your complaint, we would like to address the issues raised and provide context to help clarify the situation while outlining the steps we are taking to resolve it promptly.

  1. Delays in Ameren Interconnection and Permitting

  We understand your frustration regarding the lack of progress in connecting your solar system to ****** ********. Unfortunately, the subcontracted production agent/installer we relied upon for obtaining the necessary permits and filing the interconnection application with ****** did not fulfill these obligations as required. The typical process does include state REC program, utility, and permit applied for before/during the project and is typically completed/energized within 45 days of the physical install.  We have since learned that the subcontractor currently involved in legal proceedings, which has further complicated the situation.

  While this external issue was beyond our immediate control, we take full responsibility as the primary contractor for ensuring your project is completed to your satisfaction. We have initiated internal measures to address these gaps, including directly handling all pending permitting and interconnection steps going forward.

  2. Communication Issues

  We regret that you experienced difficulty in reaching our Project Manager, **** Bates, and that you did not receive timely updates about your project. We understand how critical clear communication is, especially in situations like this, and we are taking steps to improve our internal processes to prevent similar lapses in the future.

  To address this, another representative has been assigned to your case and will provide regular updates in writing, until your system is fully operational.

  3. Financial Impact and Reimbursement Request

  We understand that the delays have caused you financial strain, including ongoing loan payments, accrued interest, and utility bills. While we are currently unable to authorize/provide an immediate reimbursement, we are actively reviewing your case to determine fair compensation for the financial hardship caused by these delays. We will communicate the outcome of this review with you as soon as possible.

  Next Steps

  To resolve your concerns, we are taking the following actions:

  • Permit and Ameren Application: We are in the process of directly filing the necessary permit and interconnection application with Ameren and will expedite these steps to the best of our ability.
  • Project Oversight: A senior team member will oversee the completion of your project to ensure there are no further delays.
  • Financial Review: We are conducting an internal review to assess reimbursement for the electric portion of your utility bills and other financial burdens caused by the delay.
  • Enhanced Communication: Our senior representative will contact you within the next 3-5days to allow time for our representative to reach out and organize contact all 3 agencies to provide an update on the projects status and answer additional questions you may have.

  We sincerely apologize for the challenges you have faced and appreciate your patience as we work diligently to resolve this matter. If you have any additional questions or concerns, please do not hesitate to contact us.

  Thank you for bringing this to our attention, and we are committed to ensuring your satisfaction to the best of our ability as we move forward.

  Sincerely,
  ********* ******
  Customer Relations Manager